Friday, February 10, 2012

The Rise of the Self-Driving Company

A Parable of the Service Economy

The New York Times reports the following story in it's Business Section today, 10 February 2012. Please note the following timing sequence:

1. July 2011 - Citibank releases an iPad app that allows customers to pay bills via their iPads for a transaction fee. There is a technical flaw in the app such that approximately 2% of transactions cause the customer to be charged the transaction fee two times.

2. December 2011 - Citibank detects this error.

3. Late-December 2011 - Citibank tracks down the cause of the error

4. Mid-January 2012 - Citibank informs its customers.

I am especially interested in the length of time that ensued between 1 and 2. You know that when customers are overcharged, they are not shy about exercising voice. Overcharging is the one service failure that will earn you lots of complaints. Yet five months went by before the problem was "detected" by the bank.

Does anybody believe that Citi did not receive thousands of calls about being overcharged? According to the article customers were complaining in social media within days of the release of the app. Five months later some grownup at Citi "detects" the problem.

It is time to admit that service quality is so unimportant in service firms that we might describe our era as the era of the self-driving company. Citi worked its way through traffic for five months not unlike one of those Google Self-Driving Cars.

Finally, in December, a human managed to hop on the running board, crawl in the window, and pull the key out of the ignition.

Tuesday, June 7, 2011

Cambridge University Press et al v. Patton et al

Cambridge University Press, Oxford University Press, Inc. and Sage Publications, Inc. are suing Georgia State University.


Here is a very brief synopsis of the suit from the publishers' point of view:


http://www.publishers.org/issues/1/19/


The higher Ed trade press weighs in here:


http://chronicle.com/article/Out-of-Fear-Institutions-Lock/127701/

http://www.insidehighereducation.com/news/2011/05/23/university_presses_and_academic_publishers_keeping_pressing_georgia_state_on_copyright_issues


Kevin Smith, a blogger at Duke, is afraid of the situation and refers to it as a nightmare scenario:


http://blogs.library.duke.edu/scholcomm/2011/05/13/a-nightmare-scenario-for-higher-education/

Wednesday, July 29, 2009

IBM Buys SPSS

IBM has purchased SPSS. Not sure really why so many colleagues insisted on using SPSS, even while SAS is a far superior product for academic research. In any case, maybe Big Blue can make SPSS more logical and useful:


http://www.chicagotribune.com/business/chi-wed-ibm-spss-0729-jul29,0,7990855.story

Wednesday, July 8, 2009

Reed Elsevier Sues FL Man for Predator Database

WEST BOCA - A South Florida man is at the center of a billion-dollar lawsuit that he says has hindered his efforts to help law enforcement find child predators.

Tuesday, July 7, 2009

Who Controls Journals?

Sage apologizes to board of political science journal for making leadership change without consulting academics -- and signs deal to run sociology association's scholarly publications. This story, covered by Inside Higher Ed, is likely to become more common as academic publishing becomes more of a business:
http://www.insidehighered.com/news/2009/07/07/sage

Wednesday, June 24, 2009

Nonimmigrant Visa Waiver

Quoting from the Department of  Homeland Security form I-94W given to all non-US citizens arriving in the US: 

" ... are you now involved in espionage or sabotage; or in terrorist activities; ..."  

This is followed by two boxes: Yes and No.  


Friday, April 24, 2009

Reading in England by the Pound

Weak pound affects UK’s access to world-class scholarly publications. So reports Information World Review.  Who knew that currency exchange rates could impact the quality of science done from one nation to the next for the simple reason that libraries can't afford journals? 

Editors and ERB member from outside the UK should offer some help here, don't you think? 


Tuesday, April 21, 2009

Blackboard Loses Ruling

According to the Chronicle of Higher Education, Blackboard has lost a preliminary ruling by the U.S. Patent and Trademark Office. The office rejected all 57 claims in a software patent that Blackboard Inc. used to successfully sue rival Desire2Learn.

http://chronicle.com/free/2009/04/16097n.htm

Wednesday, April 8, 2009

Haworth Press and Its Abandoned Domain Name

At one point Haworth Press used the domain name HaworthPressInc.com. This was used by those trying to find articles that appeared in Haworth journals. A few months ago, Haworth failed to renew this domain name and it is now being used by an online casino!

So to all you authors, editors and reviewers that donated your efforts to publishing a Haworth journal - tough luck. Your work has now become a bit harder to find online.

It is surprising to me that a company that is in the business of providing an electronic service could let this happen. And yet....

Tuesday, March 31, 2009

Advertising and Scientific Publishing

Let's randomly choose an academic article. How about this one:


Sander van Triest, Maurice J. G. Bun, Erik M. van Raaij and Maarten J. A. Vernooij (2009), "The impact of customer-specific marketing expenses on customer retention and customer profitability," Marketing Letters, Vol 20, Issue 2.


You might notice that Springer is trying to earn some additional revenue using Google's AdSense program.


It is fairly amusing to see that what sorts of ads end up juxtaposed with an academic paper. In this case the moral dilemma bothers me some, but the sheer incongruity is what is notable.

Sunday, January 25, 2009

Textbook Value Chains

In the very near future I intend to offer a new Electronic Marketing textbook using Lulu's print-on-demand service. The activities surrounding that effort got me thinking about textbooks. In this posting my goals are to put some of these thoughts in essay form and thereby encourage dialog on textbooks, textbook pricing, and the textbook value chain.


Textbook Market Analysis


I have been personally concerned about the rising prices of textbooks even before the current economic climate. Now, I wonder how difficult it is for aspiring students in Asia, South America, Africa and elsewhere to acquire new, quality textbooks. Even in my country every 10% rise in textbook prices removes a layer of students from the set of those who can afford college It has been reported that textbook prices have nearly tripled since the 1980's (New York Times 2008). This leads me to an informal market investigation of college textbooks.


Industry structure - Recent decades have seen a world-wide consolidation in the textbook publishing industry with resulting increases in market power for the small number of firms still standing. What's more, like prescription drugs, in the textbook market the decision maker does not internalize prices. The decision maker who chooses the textbook for a course and the purchaser who buys it are two distinct individuals.


Fixed costs - Analagously once more to prescription drugs, there are high fixed costs associated with creating a new textbook. The market must be researched. The author must write the book. Reviewers must review the book. Slides, test banks, cases, instructors' guides and answer keys must be developed and refined. The book needs to be edited, copyedited, formatted, typeset and indexed. Artists must draw the art work and lawyers must arrange to purchase the rights to glossy photographs. The sales force has to be sent marching into instructors' offices. A strong resale market makes it even more imperative that the above fixed costs be recouped through high prices. Publishers have also astutely employed price bundling. We can note from the above that while the core value is provided by academics, important supplemental value is added by the publisher.


Variable costs - Variable costs are not trivial, especially where color is used rather than black and white. Cloth covers and binding are not inexpensive. There are also physical distribution costs. Numerous parties may take title to book shipments adding associated transaction costs. Accounting and financial settlement must be arranged and monitored.


Textbook Competition Opportunities


There is some good news in this analysis. Since the incumbents' prices are so high, there is a lot of room for price competition.


A second piece of good news is that all of the expensive resources that the incumbents bring to bear on the textbook production process slow them down, making them less than nimble. A smaller entity could produce new versions more frequently. This versioning strategy would be consistent with service-dominant logic (Vargo and Lusch 2004) and would also help combat the resale problem.


A third good news factor lies in the evolution of information technology. If service-dominant logic suggests that one might translate the textbook product into a set of services, some of these services could be e-services. Authors might create blog entries to update the text or shared annotated bookmarks to provide current news stories. Social network software could be used to facilitate a community of adopters who share materials or stories and who co-create value through their interactions. Cross-university student interaction is feasible. Distribution might be purely electronic or one could utilize a commodity e-tail delivery strategy.


So in summary, a challenger to industry incumbents might create a product where:


  • The core content and thereby the core benefits are roughly comparable to a branded textbook.
  • The physical book is generic, produced in softcover in black and white and lacking expensive artwork.
  • The textbook value proposition is more virtual and service-like than current offerings.
  • Virtual community processes might provide supplemental services and enhance learning.


Alternative Textbook Models


Open Source - One could write a textbook and just put it on the Internet for free download. I have tried this with a PhD text for quantitative courses (see http://www.openaccesstexts.org/). The license was designed to encourage the contribution of supplementary materials and updates, with a goal to create a community of adopters who would improve the book. It is being downloaded but there have not been very many improvements suggested or donated.


Self-Publishing - There is a long and somewhat stigmatized history of authors publishing their own work. This option has become cheaper due to desktop publishing and print-on-demand utilities like Lulu. I have an Electronic Marketing text (http://myweb.fsu.edu/chofacker/books.html) currently being tested in my own classes using Lulu.


Crowd-Sourcing - Management Professor Charles Wankel is producing a highly modularized management textbook in cooperation with Routledge (http://globally-collaborating.com/). As of this week, there were 924 authors collaborating to write this book.


Author Cooperative - In addition to the extent models described above, there is one more possibility that I have never seen that might lie in between self-publishing and crowd-sourcing. For example, a Basic Marketing book might employ a couple of dozen authors who each write a single chapter or module and review three chapters. In addition to the writers, you might add a few team members such as an editor. The members of the co-op could agree to make two "electronic" contributions each, per year, thus creating a weekly service. From this base, an updated version of the text might be created each semester. The book could be offered via Amazon or through another print-on-demand provider with the goal being a payment of approximately $1 per co-op member per copy sold and a sale price of under $40.


In summary, the current textbook situation is not an unavoidable fact of academic life but an accident due to the invention of paper having preceeded the invention of electronic media. I am quite interested in opening a dialog with others on this topic, either on or off ELMAR. I believe the right combination of people could make a reasonable amount of money, gain some notoriety in our field, and help students afford higher education.


References


New York Times, "That Book Costs How Much?," 25 April 2008, http://www.nytimes.com/2008/04/25/opinion/25fri4.html, Last Accessed 25 January 2009

Vargo, Stephen L. and Robert F. Lusch (2004), "Evolving to a New Dominant Logic for Marketing," Journal of Marketing, 68 (1), 1-17.



Friday, January 2, 2009

It's a Lulu

I have created and published a textbook using the electronic service available at Lulu.  Lulu's model is to allow writers to upload their books, and it lets each writer choose her or his price point.  Lulu takes a fixed percentage for each print copy purchased, binds and ships the book to buyers, and generally handles all of the e-merchant fulfillment tasks.  I am trying Lulu with a textbook I have written, entitled Electronic Marketing. The URL is: 

 
I see some drawbacks of the Lulu model in comparison to using a traditional publisher: 
  1. The quality of the printed product is not up to the usual book standards.
  2. No salespeople are pushing the book across the country and around the world.
  3. Publishers frequently arrange for reviewers to read and correct texts. 
  4. Publishers' sales forces can gather feedback useful in content creation. 
  5. Publishers offer technical help including indexing, formatting, art work, etc.
I am thinking through ways of overcoming these drawbacks, while enjoying the benefits of the Lulu model.  These are: 
  1. The author can keep the price low for the book, thus benefiting students.
  2. In spite of the above point, the author can earn more per sale than is traditional.
  3. The author can revise the text on any schedule, thus adding to flexibility.
I am not sure how this will come out, but so far I am quite impressed with Lulu.  

Thursday, December 4, 2008

Blackboard Sues US Patent Office

Blackboard is suing the US patent office - and by direct implication all US taxpayers. It seems they do not wish that office to review patents granted them already. Peek at

http://www.bizjournals.com/washington/stories/2008/12/01/daily28.html

Tuesday, November 25, 2008

Thomson Reuters vs. Zotero

Thomson Reuters has decided to sue Zotero, the open source reference management software. I do not know very much about the merits of the case, but I wonder what would happen if Thompson Reuters were to put money into improving their clunky EndNote program instead of paying lawyers to sue a taxpayer-supported university?

Zotero is sponsored by George Mason University and is available at www.zotero.org.

This story has been covered by Ars Technica and the Chronicle of Higher Education.

Friday, September 12, 2008

Blackboard Market Power

My main issue with Blackboard is that I fear that how we teach, and our philosophy of pedagogy, is already, and will increasingly be, dictated by the marketing considerations, as played out in software design, of a purely for-profit entity.

This fear is exacerbated when I contemplate what we marketers lovingly refer to as "lock-in". Lock-in occurs when management arranges the product architecture such that the customer just can't afford the cost of switching brands (retraining, recoding, ...). This goes hand in hand with proprietary standards.

Friday, June 27, 2008

Wiley and DMEF

Wiley and the Direct Marketing Educational Foundation have come to an agreement. Hooray!

Wednesday, March 5, 2008

Wiley Textbooks

This is a tale of the Journal of Interactive Marketing, which is a publication of the Direct Marketing Educational Foundation. Under a prior contract, this journal was published by Wiley but now the DMEF has chosen Elsevier as its new publishing partner.

Wiley has the legal right to publish the journal for 2008, but has decided to do so without any input from the editors or editorial review board. Wiley's plan is to republish previous articles, a plan that could have a negative impact on the journal's reputation and which certainly will reduce the journal's impact factor.

While the above paragraphs recount the basic facts of the situation, what follows below represents my opinion, and it should not be assumed to represent the opinion of any other individual or entity associated, or not associated, with this matter.

I personally find Wiley's actions to be unconscionable.

Like many other academic journals, the authors and reviewers of the Journal of Interactive Marketing are not paid for their labor on behalf of the journal. Nevertheless, the former and current ERB members and authors, with the guiding help of the editors, have year by year raised the quality and reputation of this journal.

It is this free labor that Wiley now intends to take advantage of, milking the journal for an additional year with filler content, quite possibly damaging its name, but certainly its impact factor. This punishes anyone who has ever published in the journal.

It seems that Wiley believes that academics are too busy, apathetic and disorganized to matter in this case.

Interestingly enough, Wiley is also in the business of selling textbooks, and it is academics who choose textbooks on behalf of their classes.

If you have an opinion about this matter, and you are in the habit of ordering textbooks for your students, I suggest you express that opinion with your Wiley textbook representative. You can identify that person using the following form:

http://professor.wiley.com/CGI-BIN/LANSAWEB?PROCFUN+PROF1+PRFFN15

Thursday, February 7, 2008

Fingernails on Blackboard

The taxpayers of the good state of Florida pay me a livable wage to produce PowerPoint slides for my students, among other things. The administrators at my university provide me with a way to store those slides online, which the taxpayers of course also pay for. The administration bought a product known as Blackboard, or Bb as it is usually written. You are going to have to take me at my word, because even if you are a Florida citizen who has paid for the slides, you can't see them. Sorry.

Even if I wanted to show them to you, I couldn't tell you how to get there anyway since my class micro-site does not have a URL! Now it turns out that there are various ways I can get around this, but you kind of have to know what you are doing, and these alternatives add work.

In a nutshell, Bb was designed for university administrators with some help for teaching classes tossed in as an afterthought. In fact, Blackboard was around for the better part of a decade before you could use it to create an internal hypertext link from one Blackboard page to another! It takes 12 different mouseclicks to create a page that says"hello world".

I wonder why they don't use Moodle, or the Sakai Project, both of which are free?

Friday, December 28, 2007

Lost Luggage

Here is the scenario - you get off your flight, go to baggage pickup, and wait for your luggage to appear in the carousel. And you wait. And you wait some more. Rather than risk missing your bags, you pretty much have to wait until the last bag appears. Then, realizing that your luggage "did not make it", you get in line at the Lost Luggage Office hoping that your bags are still in this galaxy.

Of course the airlines knew long before you landed that your bags "did not make it". They are probably already queued up for the next flight or in fact are already on the next flight. So why make you go through the charade of waiting at the carousel? A little more information in the service supply chain would surely go a long way towards making it more convenient for customers, and mitigating service failures.

This reminds me of a conversation I had with a IT guy at a big European airline. He was complaining that his server received so many hits from people who ended up not buying a ticket that he had to upgrade the hardware from time to time. Kind of like Macy's complaining about too much foot traffic.

The airlines have not figured out yet that they are information processing companies with airplanes. Until they do, the airport forecast for today, tomorrow and the indefinite future is for delays.

Wednesday, December 12, 2007

Difficult Interfaces

Imagine having to, by necessity, deal with a sophisticated, difficult technology. Think of this technology as a sort of personal helper for one or more biological systems. Specifically, this device helps you with the timing of an important biological function - sleep. The technology is of course, the lowly clock radio.

My wife and I are in our hotel room, the night before we are due to return home. We have an early morning flight so we need to set the hotel alarm clock. This clock has custom stenciled instructions. You can see a photo of this "interface" in this blog entry below. Note the last line of said instructions: "Press ENTER".

Huh? Where do you see ENTER? There is no enter key; the word ENTER does not appear anywhere on the front or back of the clock. How does a hotel employee or clock manufacturer manage to create instructions that require that the user press a non-existent key?

There is a fair amount of innovation going on in the economy as devices get smarter (Rijsdijk et al. 2007). More and more the economy is going to depend on the ability of people to explain tasks, procedures and interfaces to consumers. If this is any indication, we are all in trouble!

Further Reading

Norman, Donald A. (1994) The Design of Everyday Things, New York: Doubleday.

Rijsdijk, Serge A., Erik Jan Hultink, and Adamantios Diamantopoulos (2007), "Product Intelligence: Its Conceptualization, Measurement and Impact on Consumer Satisfaction," Journal of the Academy of Marketing Science, 35 (3), 340-356.