Managing Expectations – The value of Transparency

A bad Day?

Last week, we (Alcatel-Lucent)were one of the companies impacted by the Jive Software Outage (@JiveSoftware). Our platform Engage runs on Jive S.B.S. At first, it seemed like it was going to be a long day. Working for a European company, this hit when they were all working (11am), and most of us in the US were still in bed. There was very little (no) communications to indicate that Jive was aware of the problem, let alone working on it. It was starting to get a bit frustrating entering hour 2 of a global outage.

By all account, it was through Facebook that I actually learned that other companies were impacted, not just us. Ted Hopton (@Ted_Hopton), one of my peers  from the 2.0 Adoption Council noted, “does not like bad news when he first checks the Blackberry in the morning.

followed by a comment when queried by another of his connections, “No, company website I run crashed.

It was then that I realized that we were not alone. That single piece of information actually made me feel better. Why? Because since multiple customers were impacted, I was sure that it was getting attention.

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The “Tyranny of Knowledge”

I have found over my career that the biggest cause of problems is due to a lack of information or understanding. We “think” we know what the problem is but often times we only understand part of it. Let’s face it, it takes a lot of effort to ensure that everyone understands. Even if you are sure, there are still nuances in that understanding that can lead things astray.

The other day, I was talking to one of our executives about our Jive Software platform called Engage. The adoption of this platform has been phenomenal, but not without issues. We’ve left the “honeymoon” phase and now are seeing new challenges as our community matures.  As part of the discussion, he mentioned this tyranny of knowledge that really resonated with me. So much so that I wanted to share it with others.

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2010 in review

The stats helper monkeys at WordPress.com mulled over how this blog did in 2010, and here’s a high level summary of its overall blog health:

Healthy blog!

The Blog-Health-o-Meter™ reads Fresher than ever.

Crunchy numbers

Featured image

A Boeing 747-400 passenger jet can hold 416 passengers. This blog was viewed about 2,500 times in 2010. That’s about 6 full 747s.

In 2010, there were 10 new posts, growing the total archive of this blog to 14 posts. There were 9 pictures uploaded, taking up a total of 533kb. That’s about a picture per month.

The busiest day of the year was January 11th with 111 views. The most popular post that day was Google: To Serve Man?.

Where did they come from?

The top referring sites in 2010 were jivesoftware.com, twitter.com, linkedin.com, ow.ly, and lmodules.com.

Some visitors came searching, mostly for importance of being positive, the importance of being positive, greg lowe blog, ford sync, and greg2dot0.

Attractions in 2010

These are the posts and pages that got the most views in 2010.

1

Google: To Serve Man? January 2010

2

Arrogance: The 2.0 Killer August 2010
5 comments and 2 Likes on WordPress.com

3

Why I’ll never buy another Ford – The answer may surprise you July 2010
4 comments

4

Analytics Gap: The Enterprise 2.0 Evangelist’s missing feature February 2010
2 comments

5

Uncertainty of Change September 2010
1 comment