Cross-Channel Strategy

At UserFocus 2011 I'm delivering a keynote (slides here) that features a new illustration I call the cross-channel crystal. The crystal is intended to catalyze conversation around the formulation of cross-channel strategy.

cross-channel crystal

Here is a brief explanation of each facet:

  • Composition. The mix of platforms, devices, and media (and the features of each). Is the service multi-channel or cross-channel?
  • Consistency. Symmetry of brand, features, organization, and interaction must be balanced against platform-specific optimization.
  • Connection. Bridges across channels (e.g., links, tags, addresses, barcodes, signs, maps) must be visible at the point of need.
  • Continuity. Apps should maintain state so users can flow between devices while reading books, watching movies, shopping, etc.
  • Context. How will time, location, device constraints, and personal or social context impact use cases and user psychology and behavior?
  • Conflict. To address channel conflict and free riding, we may need to realign incentives, metrics, the business model, and the org chart.

Of course, this crystal is but a diamond in the rough, so please send your feedback. What's unclear or unnecessary, and what am I missing? Thanks!

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Architecture for the Information Age

Yesterday, at IUE 2009, Dan Klyn gave a talk called Now That I See It. I really wish I'd been there. It takes a bit of work to recreate the experience, pulling together the slides and the notes and the tweets, but it's absolutely worth it.

As an extra bonus, Dan has posted a short excerpt from his interview with Richard Saul Wurman. I found it surprisingly refreshing and inspiring.

Strange Connections

What do Niccolò Machiavelli and Mother Teresa have in common? They'd both be proud of John Rhodes for writing this book.

I'm collecting even more search patterns. A great new example is Newssift (thanks Endeca!) which features entity extraction, sentiment analysis, and semantic expansion. Please keep the examples and patterns coming. Thanks!

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The Honeycomb Story

Since writing user experience design a few years back, I've enjoyed the assorted alternate versions of my original design honeycomb, and I even joined in the fun this year with my own unfinished user experience strategy honeycomb.

User Experience Strategy Honeycomb

Apparently, Will Evans was so upset by the hole, he added "story" (first suggested by Greg Corrin) to make it whole (see above). Thanks Will!

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User Experience Strategy

I've published a new Semantics article about user experience strategy, with a new diagram to complement the original honeycomb:

User Experience Strategy Honeycomb

I'm considering writing a new book that strangely connects user experience strategy and futures studies. Sound interesting? Any suggestions? Thanks!

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Laughing at the CIO

Bob Boiko, author of the Content Management Bible, has written a short but powerful modern-day fable about IT leadership entitled Laughing at the CIO.

Laughing at the CIO

I enjoyed the book enough to provide cover blurbs. Here's one they didn't use:

In Laughing at the CIO, there is no such thing as the intranet, and neither emperor nor elephant wear clothes. This revealing parable about information strategy is required reading for executives, managers, and anyone else who would prefer not to find themselves indecently exposed.

Disclosure: I'm honored to be a member of Bob's circle of trust.

Strange Connections

This short video provocation by Clay Shirky (delivered at Supernova 2007) is about enduring love, and it's well worth watching.

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Remix the Polar Bear

During my visit to Barcelona, I invited my workshop participants to define a strategy or approach to information architecture that is uniquely Spanish.


Jordi Sánchez rose to the challenge with a couple of covers, one of which I've selected for the remixpolarbear collection on Flickr (for now, try here).

This all started with the infamous cow talk in which Peter Bogaards, the man behind InfoDesign, described a European information architecture strategy.

Jorge Arango picked up the torch during our retreat in Chile with his ant cover, a symbol for social information architecture and the value(s) of deep context.

Which brings us back to Barcelona with questions. What is the meaning of the Picasso polar bear? What is the Spanish strategy? Is it the art of branding? And, which country will be next?

Feel free to upload your version to Flickr, tag it with remixpolarbear (for now, see here) and explain your country's unique contribution to information architecture strategy and practice. Just don't tell the folks at O'Reilly. Thanks!

Strange Connections

My amazing translator, Noriyo Asano, informed me today that the Japanese edition of Ambient Findability is headed into its fifth printing in just over a year.

Library Camp NYC looks like a great unconference.

According to Brad, John Wilson is running a guerilla campaign to find himself. Seth thinks it's silly. Easy for him to say.

Remix the O'Reilly animals with QOOP. We love our polar bear mugs!

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