Matrix Group International

Author: Joanna Pineda

  • Why Do We Get So Upset When Facebook Changes Its Interface?

    Why Do We Get So Upset When Facebook Changes Its Interface?

    In the last twelve months, Facebook has made some major and minor changes to its interface. Each time they did this, there was hundreds of blog posts decrying or applauding the changes.  There’s even a group called “I Automatically Hate The New Facebook Home Page.”

    Why do we get so upset when Facebook changes its interface?

    In looking at some of the blog posts and news articles, I can understand many of the complaints. For my part, I cannot figure out the difference between News Feed and Live Feed. But I love that it’s easier to get to my Inbox and see which of my friends is currently online. I also think that Facebook generally does a great job of explaining why they have implemented specific changes.  I thought this Guide to the new Facebook Home Page was especially good.

    Psychologists tell us that most humans are averse to change. With over 350M users, any change then to Facebook, no matter how small, is bound to upset some segment of the user base. And if just 1% is unhappy and vocal, that’s still 3.5M people.  If 0.1 were unhappy, that would be 350,000 people!

    All of this got me thinking. Matrix Group is in the business of redesigning Web sites. We work with clients who want to redesign their sites for all kinds of reasons: name change, the navigation is not intuitive, the company’s focus has changed, yada, yada. But if Facebook users are any indication of how averse we are to change, no matter how rational, articulated or needed, there is always going to be a segment that is unhappy. This unhappy user base may be vocal about it, which I think is a good thing because then you have an opportunity to respond to the concerns.  If the user base is unhappy and silent, then you’re in trouble because you don’t know you have a problem.
    (more…)

  • Half the Sky

    Half the Sky

    Authors make a compelling case for improving the education and treatment of girls and women worldwide. You will be changed forever if you read this.

  • Companies Beware! Unhappy Customers are Turning to Social Media

    Companies Beware! Unhappy Customers are Turning to Social Media

    Last week, I blogged about how a social media site like YouTube represent the future of advertising. But social media can also represent the anti-advertisement: bad reviews from unhappy customers who are eager to spread the word about a company’s failings. Witness the following:

    • My friend Tanya runs a blog called NitpickyConsumer.com.  Tanya blogs about good and bad customer service, companies that don’t seem to care, companies that just don’t get it.
    • This disillusioned Dell customer created a Dear Dell rant on YouTube that has garnered over 32,000 views and nearly 1,600 comments!
    • Check this one out.  Dave Caroll wrote a song and created a video about United Airlines breaking his guitar.  The video has been viewed over 8 million and generated nearly 43,000 ratings (average 5 stars).  Ouch.
    • And don’t forget the millions of updates that subscribers to various social networks fire off every day about their experiences.  Many are about lousy customer service.  Do a search on Twitter for “comcast sucks” or “verizon sucks” and you’ll never run out of tweets.

    As marketers, we’re always trying to position or brand our companies.  But Harvard Business Review says “your brand is no longer your own” because anyone can go online and talk about your company and its offerings. And when our family, friends and colleagues talk, we listen.  A recent survey sponsored by Tealeaf.com found that “74% of online adults said negative comments read online have an influence on whether they will do business with a company.”  Wow.
    (more…)

  • The Future of Advertising

    It’s got to be tough being in the advertising business these days. DVRs (digital video recorders) are allowing viewers to skip commercials, premium channels offer fewer advertising opportunities, circulation numbers for print publications continue to spiral downwards, and research shows that most users avoid anything that looks like a banner ad on a Web page.

    Ugh, so what’s an advertiser to do?

    This morning, I had the pleasure of seeing Dave Nelsen, President of Dialog, talk about social media for business.  While discussing YouTube, Dave showed us a video that he called “the future of advertising.”  The T-Mobile Dance is a 2:41 minute video of commuters at Liverpool Station in England dancing their hearts out.  As more and more people join in, onlookers snap photos, take video and share the experience with their friends through their T-Mobile phones, of course.

    Dave made the point that this video represents the future of advertising because:

    • The company got me to willingly watch a loooong ad. This would never happen on TV!
    • Because YouTube allows comments, over 16,000 people have commented on this video, creating incredible buzz and feedback for the company.
    • The video was so successful that T-Mobile created a YouTube channel for its “Life’s for Sharing” campaign.  Fans can even create their own videos and T-Mobile posts the best of the bunch.  There’s a video of a Korean baby singing Hey Jude and a singer jamming from atop a bus. How’s that for a user-generated content strategy?

    (more…)

  • In Business, I Get the Chance to Win Gold Every Week

    In Business, I Get the Chance to Win Gold Every Week

    I’m watching the Women’s Downhill competition during the 2010 Vancouver Olympics this evening.   I saw several women crash on the course, their Olympics dreams and year of preparation, go up in smoke.  Business books are full of sports analogies, but for my part, I’m glad that the world of business is not really like the Olympics.  Here’s how:

    The Olympics are for the Young

    Although there are a few 30-something and 40-something athletes, the Olympics are dominated by elite competitors in their teens and 20s. After a dozen years of competing, their careers are over. I’m grateful that after 18 years in the online business, I still have many years ahead of me. Perhaps I’m a late bloomer, but I feel like it’s really only in the last five years that I’ve really hit my stride and seen Matrix Group really thrive and expand.

    In Business, Teams Rule!

    Although there are a few relay races, the Olympics are dominated by the talents and achievements of individuals. In business, you can’t complete projects of any significant size and scope without a team effort. Take any redesign project at Matrix Group; these projects involve a project manager, an information architect, multiple designers, at least one front-end developer, at least one developer, and at least one tester. The work of one person affects every other team member and if one team members screws up, the whole project is threatened.

    In Business, You Want a Lot of Winners

    It’s easy to compare the world of sales with the Olympics: lots of competitors, one winner. But I would argue that the true race or competition begins once the sale has been made and implementation begins. Paradoxically, at this stage, you don’t want any losers. You want the client, the vendor, the third party partners, and the customers to all win with whatever widget, Web site or product you are building. (more…)

  • The Great “Work From Home” Experiment

    The Great “Work From Home” Experiment

    Man Working From Home with LaptopLast Thursday, when the National Weather Service was calling for a blizzard in the DC area, I had a choice to make:  open on Friday but probably close early, close the office OR keep the office open but let everyone work from home.  On Sunday night, with roads still largely impassable, federal and local governments announcing closures and public transportation down for the count, I faced a similar choice: declare the office closed on Monday and give everyone a snow day OR keep the office open and let everyone work from home.

    While I’m sure most of my staff would have loved a snow day or two, as a small business owner, I know that when my staff isn’t working, we’re not generating billable time, which means a bad month in revenues, or worse.  So, since Friday, I’ve kept the Matrix Group office officially open but let everyone work from home. Here’s why:

    • Most staff appreciated not having to battle the bad roads to keep working and avoid taking vacation days.
    • Although most of our clients are in the DC area, we have clients all over the country; the latter expect us to be open.
    • It’s precisely when our clients are not able to serve their customers and members physically that they rely on their Web sites to be open for business virtually.
    • Letting staff work from home let us put our pandemic/DR plans to the test.

    The results have been mostly good. With the exception of staff who lost power at home, everyone scheduled to work has been able to work.  Here’s what helped: (more…)

  • Is it Easy to Do Business With Your Company?

    Is it Easy to Do Business With Your Company?

    Two figures shaking handsI was arranging lunch with a vendor and suggested Kora, the hip, new Italian restaurant in Crystal City.  I wanted to e-mail my contact Kora’s address, phone number and a link to a Google map.  Alas, the entire Kora site is in Flash, which is beautiful, but it’s not very user-friendly.  The biggest problem?  I can’t copy and paste the contact info to include in an e-mail and  paste into Google Maps.  I know, I know, it’ s not a big deal to retype the address, but I’m a picky consumer.  I want to be able to copy and paste easily.  Even better, I’d love a way to share the address page or just click on a map.

    This got me to thinking.  What are all the ways, big and little, that we make it difficult for our customers and potential customers to do business with us? Consider these examples.

    • A few years ago, my husband and I were shopping around for a mortgage.  I called three bankers.  One was only available between 7am and 3pm.  Another sent me 20 pages to fill out about our assets.  The third asked me when it would be convenient to call (7pm), asked me to send bank and 401(k) statements so that he could fill out all the paperwork.  Guess who got the business?  At that point, I knew each banker would give us a competitive rate, but Craig Miller from BF Saul made it easy for us to work with him.
    • During the planning for our office move, I called several vendors about office furniture systems.  One never called back.  One asked me to send her the architect’s drawings and information on what we wanted (I didn’t yet know what we wanted so I didn’t call back.)  The third, Michelle Ferrari from Office Images, offered to come by with catalogs, look at the architect’s drawings with me and discuss our needs.  There was no contest.
    • I called a company to get a reference for someone applying for a job at Matrix Group.  It took me 3 tries before I could figure out how to leave a message in the general mailbox.  I couldn’t even imagine calling as a prospective customer.
    • I’ve had a relationship with Insurance Designers for a very long time.  Every time I have a question, I call or e-mail Neal or Wendy Cohen and they get back to me promptly.  One time, Matrix Group was applying for some new type of insurance and Neal’s office sent over a very long questionnaire, which I couldnot figure out.  I called Neal and he said, “don’t worry about it, let’s fill it out over the phone.”  I love the guy.

      • (more…)

  • Are Home Pages Dead? Where Are Your Visitors Going?

    Are Home Pages Dead? Where Are Your Visitors Going?

    My mom called me up one day to tell me that she loved the Google logo that day and what did I think of it? (I think the Google logo was commemorating the 40th anniversary of Sesame Street that day, btw.) At that moment, I realized that it had been weeks, maybe months, since I last visited the Google home page. Of course I use Google every day, but I use the Google search that’s built into my Web browser. Whenever I need to do a search, I click into the little box, type my keywords, then hit Enter. And voila, I get my search results.

    I got to wondering if the home page, the single that we, as Web designers, spend soooooo much time wire framing and designing, has lost its luster. So I started checking our usage reports.  Sure enough, the home page of this blog gets represents between 7-10% % of the total traffic in any given month and 6-9% of total entry pages.  It makes sense given that most of the traffic comes from the blog’s RSS feed, e-mail updates, social media pages and search engines, all of which direct visitors to specific pages,  NOT the home page. The Matrix Group Web site home page gets 28% of total traffic, and that number makes sense, given that many people come to the site to learn more about the company as a result of our direct marketing efforts.

    I started checking clients’ usage reports and I found that of all the sites I checked, the results were similar.  The home page gets between 17-40% of total traffic, and 15-30% of entry pages.

    It turns out that lots of other people are thinking about this phenomenon and some are even declaring that the home page is dead.  Rick Stratton from Feed.us says, “(y)our homepage’s homepage is dying” because search engines, social media, RSS are linking directly to content pages.
    (more…)

  • Design Cuisine Blog

    Design Cuisine Blog

    Matrix Group partnered with Design Cuisine a recognized D.C. Metro area catering company to design and launch a corporate blog, www.insidedesigncuisine.com.  The goal of the blog was to create a new platform for Design Cuisine to market its services to future prospects, connect with its target audiences and remain top of mind as the premier catering company for every type of event – from weddings, inaugural luncheons and movie premiers to small dinner parties.  Design Cuisine’s unique style and marketing initiatives played a key component in the development and design process of the blog.

    Matrix Group:

    • Created a simple, user-focused navigation and layout, so visitors can easily find information, view photos on events and comment on posts.
    • Integrated the blog with photo sharing site Flickr, including a “tortellini slide show” to highlight Design Cuisine’s beautiful food presentation, team of talented chefs and innovative menu ideas.  The photos also provide visitors with a behind the scenes look at the 60 chefs, and staff members who work to perfect each event.
    • Collaborated with Design Cuisine’s staff to ensure the messaging and appearance of the blog were consistent with Design Cuisine’s existing Web site and brand identity.

    Visit the New Design Cuisine Blog

  • Dear Doctor, Don’t You Know Me By Now?

    Dear Doctor, Don’t You Know Me By Now?

    I went for my annual physical yesterday. I love the practice I go to, but I hate feeling like I’m a nameless, faceless patient, even though I’ve been a patient for a decade. I also hate that I have to fill out the same infernal forms over and over again and write my name, address and insurance information multiple times. My check-in went something like this:

    Me: Hello, Joanna Pineda, here for a 3:15 appointment.
    Receptionist: Hello, please sign in. Has any of your information changed since your list visit?
    Me: No.
    Receptionist: Okay. Wait, you need to fill out new forms. (Hands me blank forms)

    I sit down and sigh as I realize that I am giving my doctor all the information she already has.  Not one thing in my profile has changed.  I also have to agree to a 4-page HIPAA privacy statement, which infuriates me because I have about three minutes to review the document.  C’mon doctor, can’t you:

    • Print out my information and let me confirm that nothing has changed or let me tell you just what has changed?
    • Send me the HIPAA privacy statement ahead of time so that I can really study it?

    Thankfully, because of my work, I’m familiar with HIPAA privacy statements and my rights, but what normal person takes the time to read and understand the document and his/her rights?

    This doctor visit makes me think of how Matrix Group clients want and expect that we will know them, their organization, their contact information, their projects. It’s a joke around the office that many clients have achieved one-name status around here, kind of like Madonna or Cher.  All the receptionist needs to say is, “Rajani (Rick, Pat, Sue, Merla, or Adrianne) is on the line” and pretty much every staff member knows who she’s talking about.  Of course, more common names like Dan or Tim need a client name, but if you’re a frequent caller, our First Impressions Officer will probably know you by voice.
    (more…)