Dick Costolo: Twitter unfollows the leader as social milestones are missed

Welcome back, @jack !!

The news yesterday that Twitter CEO Dick Costolo is stepping down from that leadership role next month has attracted widespread commentary and opinion, not least on Twitter itself.

There’s credible opinions that Costolo is going because he hasn’t evolved Twitter as many observers and critics expected or believe he should have. Indeed, the stock market greeted yesterday’s announcement with a 10 percent rise in Twitter’s share price at one point.

An analysis in the Guardian today – you can read the full story below – is a pretty good assessment of a real predicament confronting Twitter, not only from an investor’s perspective but also from that of users and marketers.

[…] Twitter accounts for 1.6% of the critical US digital advertising market – a market worth $50.73bn – compared with Facebook’s 7.6%. Twitter accounts for 3.6% of US mobile internet ads to Facebook’s 18.5%. And in mobile display ads Twitter has a 7% market share compared to 36.7% for Facebook, according to eMarketer.

On user numbers alone – Twitter has 302m monthly active users to Facebook’s 1.44bn – the share of ad market doesn’t seem so surprising. Yet it’s the slowing down of growth that has concerned investors: Twitter’s monthly active user numbers have fallen 30% from 2013 to 2015, and by 2019 growth – a critical indicator of future potential revenues – is heading for a slowdown to 6%.

Yet there’s a more fundamental element that needs attention – what is Twitter?

[…] who is Twitter for? How does it distinguish itself against Facebook? And how can it expand its service while remaining simple and accessible?

Those questions aren’t new at all. Even though how Twitter itself talks about what Twitter is has become more clear in the past year or so, is it how users, marketers, etc, see Twitter?

Our mission: To give everyone the power to create and share ideas and information instantly, without barriers.

I’m not so sure. As a Twitter user since 2006, I’m often asking that question myself even though I’m more than happy to continue my thinking out loud and occasional engagement with others on the platform. I don’t have massive personal expectations of Twitter beyond the implicit simplicity behind that mission statement (but I have a different view if I put on my marketer’s hat).

Yet maybe Twitter’s not entirely sure about that either – the mission statement is slightly different on Twitter’s investor relations page.

Twitter strives to give everyone the power to create and share ideas and information instantly, without barriers.

Maybe change is afoot already: Twitter also announced yesterday that the 140-character limit on direct messages will be changed to a whopping 10,000 characters. Note this is for DMs only – the 140-character limit for regular tweets remains. For now, at least.

While that news will be appealing to many who will relish the opportunity of penning short stories to DM to their friends, I fear it also opens the door to push marketing – whether you like it or not – on a grand scale.

In any case, might Costolo’s departure herald a pivot of sorts in Twitter’s next steps with the (re)appointment of Twitter co-founder Jack Dorsey as interim CEO while Twitter starts a search for a permanent replacement?

There are all sorts of opinions about that.

[The Guardian report below is published here with permission via the Guardian News Feed plugin for WordPress.]


Powered by Guardian.co.ukThis article titled “Dick Costolo: Twitter unfollows the leader as social milestones are missed” was written by Jemima Kiss, for theguardian.com on Friday 12th June 2015 09.41 Europe/London

It says something about the extraordinary scale of social platforms when a technology behemoth with 302m active users every month can be seen as failing to achieve its potential. Yet that is exactly why it appears that Twitter’s chief executive, Dick Costolo, now has to go from the company’s top post.

In after-hours trading following the sudden announcement on Thursday, Twitter stock briefly fluttered up 8% higher. It was a reflection of the uneasy feelings from investors towards a man who fell under their increased and ultimately poisonous scrutiny as he navigated the social networking firm through its public offering in November 2013, having been CEO since he took over from Evan Williams in October 2010.

Despite being a very different product serving a very different audience, Twitter is often compared to Facebook – and often unfavourably. Therein lies an identity crisis of sorts.

For Twitter’s investors the concern was less about user numbers than the growth and aggressiveness of the company’s online advertising. While Costolo was popular with many staffers for bringing structure and co-ordination to a chaotic young company, and took it to a market capitalisation of .4bn, he also oversaw the process of risk and uncertainty in pushing towards a brand new space.

Costolo and Jack Dorsey, who now takes over as interim CEO, have both insisted that the move was not connected to Twitter’s recent financial results – which saw those user numbers grow just 4.86% – so much as a decision made purely by Costolo himself, as a capstone to discussions that had been going on since last autumn.

Right now Twitter is in danger of becoming a niche product: it is beloved by journalists (guilty) and marketers, yet viewed with confusion by mainstream consumers.

Where the selective friendship groups of Facebook make sense (to varying degrees), Twitter’s public face can be more intimidating. On the other hand, the 140-character simplicity of Twitter’s platform and the potential to be the “civic square” of popular debate offers just as much value and, usually, less flatulent conversations.

In an era of endless feeds and the digital burden of email and obligatory posts from friends, Twitter’s brevity and ambience is a welcome change; what you miss is just missed – not mourned, nor added to a tedious, ever-increasing pile like email.

But in focusing its business Twitter has made some strategic decisions, such as closing off access to selected third parties – Instagram at one point, Meerkat at another, and earlier to a wider stream of third-party developers. Twitter was under pressure to protect its valuable audience and its scale, and in doing so cut off the community that helped it grow.

All of which left many users and especially those investors wondering: who is Twitter for? How does it distinguish itself against Facebook? And how can it expand its service while remaining simple and accessible?

Twitter accounts for 1.6% of the critical US digital advertising market – a market worth .73bn – compared with Facebook’s 7.6%. Twitter accounts for 3.6% of US mobile internet ads to Facebook’s 18.5%. And in mobile display ads Twitter has a 7% market share compared to 36.7% for Facebook, according to eMarketer.

On user numbers alone – Twitter has 302m monthly active users to Facebook’s 1.44bn – the share of ad market doesn’t seem so surprising. Yet it’s the slowing down of growth that has concerned investors: Twitter’s monthly active user numbers have fallen 30% from 2013 to 2015, and by 2019 growth – a critical indicator of future potential revenues – is heading for a slowdown to 6%.

For a young public company those numbers are sounding more and more like a death knell. For investors, Twitter’s plans – and Costolo carried the can for this – have not confidently set out its future. Chris Sacca, a major investor, wrote an insightful essay on the company’s challenges: “Twitter has failed to meet its own stated user growth expectations and has not been able to take advantage of the massive number of users who have signed up for accounts and then not come back. Shortcomings in the direct response advertising category have resulted in the company coming in below the financial community’s quarterly estimates.

“In the wake of this Twitter’s efforts to convince the investing community of the opportunity ahead fell flat. Consequently the stock is trading near a six-month low, well below its IPO closing day price, and the company is suffering through a seemingly endless negative press cycle.”

But he says Twitter “has boldness in its bones” and that it can improve by making the service easier for new users, more supportive for users intimidated by the site, and by making it feel less lonely.

guardian.co.uk © Guardian News & Media Limited 2010

Published via the Guardian News Feed plugin for WordPress.

Talking tech on live radio

Share RadioFor the past six months, I’ve been taking part in a live radio show every other Tuesday as a guest contributor to a morning show on Share Radio UK, a start-up digital radio station broadcasting in London and online.

It’s huge fun discussing myriad topical stories related to technology with Georgie Frost, presenter of the daily Consuming Issues show, in the segment called #FutureTech.

For about 20-25 minutes, Georgie and I talk about issues and topics that matter to consumers, sharing our thinking about those issues and topics that we think will interest, help or otherwise engage those consumers who listen on DAB or online.

You can get a great sense of what our discussions are like with yesterday’s episode: topics included two of Apple’s announcements on June 8 (Apple Pay in the UK and music streaming), the end of voicemail (perhaps), drones in China that check for student exam cheats, a new app designed to help human rights activists document and store photographs and films that can be shown in court, and wearable tech for wellness in the workplace (a favourite topic of ours). Phew!

Take a listen:

So every other Tuesday morning, I’ve been going to the Share Radio UK studio in Pimlico in London to have a chat about topics that are great stimuli for engaging conversation between two people who really are interested in those topics. Definitely the right foundation for listenable content.

As a podcaster, I’ve experienced one of the major and obvious differences between recording a podcast and doing live radio – with live radio, there is no editing scalpel. Plus, a radio station typically has a production team and researchers, a luxury Shel and I don’t have with our podcasts. Not yet anyway.

In any case, I enjoy these regular every-other-Tuesday live treats on the digital airwaves. Thanks to Georgie and Annie Weston, a great producer, plus the whole team at Share Radio UK.

There’s more of Georgie and me here:

Check out Share Radio UK (try the Android or iOS app). Some great programming and presenters. And take a look at the station’s plans for expansion. Huge potential.

FIR Interview: Leila Janah and The Future of Work

FIR InterviewsThe expansion of the global internet population will continue to have a profound impact on infrastructure, education, finance, commerce, and healthcare, among other industries worldwide.

That was a major theme of The Next Billion London, a one-day conference on May 19, 2015, presented by Quartz magazine.

At the Quartz event, FIR co-host Neville Hobson had the opportunity to record a conversation with Leila Janah, founder and CEO of Sama Group and an award-winning social entrepreneur who uses technology and lean business methods to promote social justice.

A wide-ranging conversation focused on the future of work which was how Quartz titled her conference session, very much in the midst of the profound impact the Quartz conference addressed. A thought-provoking segment in the latter part of the discussion concerns the role of governments as enablers of positive change through specific actions that include taxation and rebuilding trust with citizens.

The interview began with Janah introducing her business model.

Listen Now

Get This Podcast

About Our Conversation Partner

leilajanah110Leila Janah is the Founder and CEO of Sama Group and an award-winning social entrepreneur.

Prior to Sama Group, Leila was a Visiting Scholar with the Stanford Program on Global Justice and Australian National University’s Center for Applied Philosophy and Public Ethics. She was a founding Director of Incentives for Global Health, an initiative to increase R&D spending on diseases of the poor, and a management consultant at Katzenbach Partners (now Booz & Co). She has also worked at the World Bank and as a travel writer for Let’s Go in Mozambique, Brazil, and Borneo.

Leila is a Young Global Leader of the World Economic Forum, a Director of CARE USA, a 2012 TechFellow, recipient of the inaugural Club de Madrid Young Leadership Award, and the youngest person to win a Heinz Award in 2014.

She received a BA from Harvard and lives in San Francisco.

  • Connect with Leila on Twitter: @leila_c.

FIR Community on Google+Share your comments or questions about this podcast, or suggestions for future podcasts, in the online FIR Podcast Community on Google+.

You can also send us instant voicemail via SpeakPipe, right from the FIR website. Or, call the Comment Line at +1 415 895 2971 (North America), +44 20 3239 9082 (Europe), or Skype: fircomments. You can tweet us: @FIRpodcast. And you can email us at fircomments@gmail.com. If you wish, you can email your comments, questions and suggestions as MP3 file attachments (max. 3 minutes / 5Mb attachment, please!). We’ll be happy to see how we can include your audio contribution in a show.

Check the website for information about other FIR podcasts. To receive all podcasts in the FIR Podcast Network, subscribe to the “everything” RSS feed.

Podsafe music – On A Podcast Instrumental Mix (MP3, 5Mb) by Cruisebox.

(Cross-posted from the FIR Podcast Network blog.)

A new platform for a new network: the FIR Podcast Network is live

FIR Podcast Network

When we introduced For Immediate Release on January 3, 2005, we had no idea we’d still be podcasting more than a decade later. We didn’t know what the state of podcasting would be, that the scope of FIR would expand, or that podcast networks would be a thing.

When we started, we just needed a website for show notes and a home for our audio files.

Ten years later, we’re still here, with exactly the same website we started with. While our website hasn’t changed, though, everything else has. FIR is evolving into a podcast network, already home to The Hobson & Holtz Report along with the five podcasts we have spun off: Interviews, Book Reviews, FIR Live, FIR Cuts, and Speakers & Speeches.

We are also already the home to 13 other communications-focused podcasts. We have shows that report on communication disciplines (such as FIR B2B and All Things IC), skills (like TV, FIR On Strategy and FIR On Technology), channels (like Linked Conversations and TV@Work) and verticals (like Higher Education).

All this made it clear to us that the website we launched 10 years ago to host one podcast was woefully inadequate. For well over a year now, we’ve been working to develop a new site. Our goals were simple enough: Offer a site that reflects the current state of podcasting and that makes it easy for people to find, subscribe to, and engage with any of FIR’s shows, on whatever device they use; and provide our podcasters with a powerful platform that’s easy for them to use and publish their shows.

Thanks to the hard work of some highly valued and talented volunteers, we have a new site that delivers on those goals. (We would be remiss if we didn’t point out that these volunteers are also part of the FIR listener community.) Sallie Goetsch (rhymes with “sketch”) – a knowledgeable and skilled WordPress developer through her WP FanGirl business – performed the lion’s share of the work required to create the site, while the good folks at Effective Edge Communications handled the design of the artwork for the FIR Podcast Network’s identity, along with all the great cover art associated with each show.

The new site at our new domain, www.firpodcastnetwork.com, should make it easier for you to find, follow, and interact with the podcasts that interest you. You’ll also have an easier time learning about show hosts as well as our sponsors. (If you’re in search of older episodes, you can still access the old FIR site at its new URL, www.firpodcastarchives.com.)

We’re launching the new site on the WordPress platform, recognizing the compelling advantages of a content management system that powers more than 60 million websites worldwide.

The new site is just the first step in a series of evolutionary changes to FIR. We’ll announce each of these when we’re ready; but we can anticipate at least one of your questions, and yes, we will have more new podcasts joining the network.

In the meantime, please enjoy all the great content the FIR Podcast Network has to offer you. Your participation as a member of the FIR community means the world to us, and we plan to do everything we can to deliver consistently high-quality content that entertains you, excites you, inspires you, and helps you stay on top of the ever-shifting sands of the communication environment.

We welcome your feedback and comments.

(Cross-posted from the FIR Podcast Network blog.)

How ready are you for #Mobilegeddon ?

Tuesday April 21, 2015 – that’s tomorrow – is a date that will mark a milestone of sorts for any business with a website on the public world wide web.

It’s the day when a company like Legal and General Group will start to see its ranking in Google search results begin to be influenced by how friendly its website is when viewed on a mobile device rather than on a desktop or laptop computer.

Unfortunately for Legal and General, their website is not very friendly at all. Here’s what it looks like on my Samsung Galaxy S4 smartphone running the Android operating system:

Legal & General website as seen on a smartphone

It’s the regular desktop website formatted for how it would appear when you visit on a desktop computer and interact with a mouse, but squeezed into the small screen of a smartphone where taps and swipes with fingers rule the roost, not clicks with a mouse. And note you’re seeing a screenshot that shows the website considerably larger than actual size on the smartphone screen.

It’s not a good experience on my phone or on an iPhone or iPad; indeed, on any contemporary mobile device, all of which are increasing in use and have already overtaken the use of PCs.

Legal and General is the first company in the FTSE 100 that I picked at random to look at its website on my mobile device. Others, too, that are not yet mobile-friendly – Intercontinental Hotels Group and BHP Billiton, to name just two more.

What will start to happen now to companies like these is that when someone searches for them on a mobile device, the search results will decrease if your website is not mobile friendly.

Google search results have already begun indicating if a particular site is mobile friendly or not, as this screenshot shows for my website:

nevillehobsonmobilefriendly

Google recognises my site as mobile friendly – note the phrase “mobile-friendly” that I’ve highlighted in the screenshot. It has been mobile friendly for well over four years.

Google flagged this deadline in February:

Starting April 21, we will be expanding our use of mobile-friendliness as a ranking signal. This change will affect mobile searches in all languages worldwide and will have a significant impact in our search results. Consequently, users will find it easier to get relevant, high quality search results that are optimized for their devices.

The bold is my emphasis.

It really is extraordinary that any business with a website hasn’t paid attention to a huge trend that’s been gathering momentum for some years now – the growth of the mobile internet and the eclipse of the desktop.

Some – many – of the FTSE 100 are ready for mobile. The first company I found that is, is Antofagasta, a Chile-based copper mining company which also has the “mobile-friendly” label against its name in a Google mobile search.

Antofagasta mobile-friendly website

It’s not too late to get your website seen as mobile-friendly by Google when anyone searches for you on a mobile device. Google has free tools you can use, starting with its Mobile-Friendly Test Tool that will analyse your site and tell you in some detail whether it’s mobile-friendly or not. If not, it will give you useful insights and guidance on what to do about it.

If your website runs any recent version of the WordPress content management system, you have the opportunity to get your site mobile friendly very quickly via responsive design themes readily available for the platform, many available at no cost.

While the deadline is tomorrow, it doesn’t mean the sky will suddenly and immediately fall in when someone finds your mobile-unfriendly website in a Google mobile search. But it looks quite clear that Google will penalize you over time, so making your website mobile-friendly just seems like good sense.

You can avoid #Mobilegeddon!

Useful reading:

Sprinklr gets satisfaction

Get Satisfaction

It looks like the $46 million that Sprinklr raised from investors earlier this month is powering the enterprise social media firm’s expansion drive with its announcement last week that it has acquired Get Satisfaction, an online customer engagement community platform connecting companies with their customers to foster valuable relationships.

This is Sprinklr’s fifth acquisition in just over a year.

In its press release, Sprinklr said the addition of Get Satisfaction adds industry-leading, community-based customer support to its Experience Cloud and will enable enterprise brands to create, manage, and deliver relevant experiences across almost 25 social channels and brand websites.

Sprinklr said it will integrate Get Satisfaction into its Experience Cloud, the new platform announced in tandem with the $46 million investment-raising – what I described as an “omnichannel offering” – that gives enterprise companies a complete, integrated, and collaborative set of social capabilities for managing social media, brand websites, content, paid advertising, and listening.

Sprinklr CEO Ragy Thomas noted in an email:

The addition of Get Satisfaction to the Sprinklr Experience Cloud enables our clients to deliver world class community-based customer support, while leveraging the same  practices and processes they use for social customer care with Sprinklr today.

When all is said and done, our clients can create, manage, and deliver experiences that customers will love across 20+ social networks and brands’ websites.

One aspect of this deal that strikes me as especially significant is what it provides to Sprinklr in terms of access to and control of customer data and metrics for social media monitoring and analysis.

Access to data from a social network is typically via an API controlled by the network. If it’s shut down, or access otherwise is no longer allowed, the data flow stops which could be damaging to a business that relies on it for its service. A current case in point is Datasift and Twitter (and see the discussion in Robert Scoble’s Facebook post).

As TechCrunch reported:

[…] This is where Get Satisfaction becomes an interesting acquisition for Sprinklr. What it will give the company is the ability to collect data from customers, about businesses and brands, on its own platform, which it can then use to power its wider analytics services.

“We have to honor third party terms and conditions, and we do,” [Carlos Dominguez, Sprinklr’s president] said, but the data that Sprinklr will have greater control over will give it much more flexibility in how that data is used and also presented, he added. “You can provide a richer experience to people. This tech has benefits for the brand and their customers. It enhances the experience.”

(And remember, Get Satisfaction has been around since 2007, giving it eight years of data collected already that could be used for analytics.)

Sprinklr didn’t disclose the terms of its acquisition of Get Satisfaction nor the value of the deal. Sprinklr says Get Satisfaction’s technology will be integrated into the Sprinklr platform “in the coming months.”