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By TaiTran, May 2, 2009 3:24 pm

I could not find the industry structure of social media, so I decide to graph it, piece by piece.

We’ve been talking about early adopters and near-future critical mass. What links them?

Here is what I propose:

Any example?

See this measure of unique visitors, which services do you think it represents?

Click here to see the answer.

Reflection

1. This is a personal attempt to model one aspect of an industry
2. The decline is purely imaginary as few successful products have reached their decline.
3. I’ll figure out to whom and how I will want to present this type of modeling.

Comments (2)

By TaiTran, March 14, 2009 11:02 pm

Mr. Le Hong Minh’s prediction that the Vietnamese online industry has the potential to enjoy 20 trillion dong revenues has stirred up the discussion among somewhat weary players in the past weeks. The dominant reaction, from my observation, is disbelief in such a huge number.

This short note of mine contributes to the research side of the topic, by not directly concluding the feasibility of the prediction, but by raising awareness of the environment in which the statement was made.

The 3 elements of the prediction

Mr. Minh took the reported number of Internet users by VNNIC of 20 million as the base. Then he predicted that the number would grow by 15% per annum, which constitutes the rate.

A little calculation gives us 40 million: 20m * (1 + 15%) ⁵ ~ 40m

From there, he gave a rough estimation that if one person would spend VND 500,000 per year, the market would easily be 20 trillion.

From this result, I have these questions:

1. Is the base a precise estimate?

While being the officially published figure, the number twenty million is questioned by some that it might not correctly reflect the true amount.

Duplications might be counted. For example, a person goes online from his company’s workstation, then goes online on his laptop at an Internet cafe during an appointment, then goes online from his PC at home. If for some reasons the internet connection breaks down while he has important documents to send, he may go to an Internet service. At least 4 occurrences might have been recorded. The recorded number increases if he goes to multiple Internet cafes.

2. From where do we have 15% per annum?

The users that contribute to the growth can be roughly grouped into:

1. Younger people growing up to be able to use the Internet
2. Adults from big cities learning to use the Internet
3. Users from farther provinces across Vietnam

Among these, each user from (2) has the greatest buying power compared to each user from other groups.

3. What will be the percentage of the monetizable?

To avoid complexity, we temporarily accept the 20 million figure.

Ratio of market penetration = number of monetizable users / total number of Internet users

Not all users can be monetized on. Not all new users in the following years can be monetized on.

If the total number of users can grow by 15% each year, how will the number of monetizable users grow?

The Environment

Of course, the companies operating in the industry are not separable from the environment they are in. Their possibilities of success also depend on:

The legal infrastructure

How complete will the laws for e-commerce be by 2014?

The technical infrastructure

How ready is the technical infrastructure of companies for e-commerce transactions and online games?

Internet bandwidth? Websites’ load and stress capabilities? Security?

Roles of participants

It is also important to pay attention to the role of participants in this topic.

Mr. Minh’s role is not that of an analyst, or a journalist, or a blogger. He was the Chairman of VinaGame, an entity that would benefit from any possitive information released and any buzz viralled.

Mr. Minh’s statement may have generated the following effects:

• Created a buzz in the industry at the beginning of a hard year. More than that, it was a buzz that virals.
• Motivated some of his staff, IT professionals, IT students and online enthusiasts.

Conclusion

This encapsulates some questions I raise in reaction to this prediction. I’m pretty confident I will be able to collect more data to answer some of them by near future. Meanwhile, some questions, nevertheless, needn’t answers.

How have you received this information? What role did you take?

What questions are you having? What arguments do you want to put forward?

Comments (7)

By TaiTran, August 22, 2008 3:29 am

The blog craze started in 2004, MySpace came out in 2002. From then till now, Web 2.0 has penetrated deeply into our lives.

You may have heard the buzz: it’s all about communications, exchange information and expressing the ego.

Have you thought of utilizing all those things for learning?

Recently I’ve been very aggressive on the net to see how we can use the applications for learning, and here I am with my key findings:

The requirements

Let’s imagine a very familiar study scenario: you’re assigned into a group to do a research on topic X.

Traditionally, the group would rely on emails, phone calls and IM to communicate and collaborate. Have you found these media difficult to classify your information?

This is how I would use Web 2.0 for learning

1. Search for information with Search EngineS

Obviously, information searching starts with search engines.

I have some hints for this:

1. Don’t just use Google. Try Yahoo! search, Live search, Ask search and other engines. They give different results and thus, relevant information might be found from ones other than Google
2. Try Google on different region settings. google.com/ncr (international version) yields different results from google.com.vn
3. Try different keywords and keyword combination. Also, exploit the operators
4. Also search for images. At least Google, Yahoo! and Live support this. Images are useful for illustrating your ideas and, in some cases, give you additional information.

Watch a slide show on Google services:

2. Ask your questions

Use Q&A service such as LinkedIn Answers to ask questions and receive information from professionals.

Watch a video explaining LinkedIn

[gv data="http://www.youtube.com/v/RXVcq7Xg6JU"][/gv]

3. Make information comes to you with RSS

Normally you go out for information. Think about making information come to you?

Use RSS for this.

Watch a video explaining RSS

[gv data="http://www.youtube.com/v/AwtmOPdrEL8"][/gv]

For example, if I’m looking for “globalization”, I would take these steps

1. Go to wordpress.com/tags/globalization
2. Get the RSS of this tag
3. Subscribe the RSS into a feed reader like Google Reader

Then check with the feed reader everyday to see if relevant information comes in.

You can also use Yahoo! Pipes to aggregate the feeds. Click here to view videos on Yahoo! Pipes

Try exploring different sources of information you can use this trick.

4. Share links with bookmark-sharing sites

If I encounter useful webpages, I would want to share it with my group mates.

Using email would bury the link under heaps of other information. Sharing through IM stands the risk of losing the message when the program lags.

So I would bookmark the site using del.icio.us and use the function “links for friend” to share the link.

Watch a video explaining del.icio.us

[gv data="http://www.youtube.com/v/r9s5hc3MJZo"][/gv]

5. Blog your group’s findings on group-blog powered platform

WordPress supports multiple-author. I would want our group members to blog our research everyday on our blog. This is not superficial. It helps us

1. Collect information, thoughts, findings, analysis and intermediate conclusions
2. Track each member’s progress
3. Present to the lecturer our growth

5b. Share micro details

This is optional though. Some information might be very detailed and we want quick sharing methods. I would connect my mobile phone to Twitter and quickly update my thoughts on the way.

Watch a video explaining Twitter

[gv data="http://www.youtube.com/v/ctXq1mKL7tk"][/gv]

6. Schedule activities with Calendars

Schedule activities such as meetings, field trips with Google Calendar

7. Watch and learn

Go to Youtube, not to entertain, but to learn from podcasters on the topic.

For example, this video is useful to understand Web 2.0

[gv data="http://www.youtube.com/v/5nN-U0sDZNc"][/gv]

8. Compose Collaboratively

Use Google Docs to compose the documents. This is very convenient in such that

1. No email chain flying around
2. Single repository of document
3. Better version control
4. Many collaborators do the job concurrently

Watch a video explaining Google Docs

[gv data="http://www.youtube.com/v/eRqUE6IHTEA"][/gv]

9. Build wiki to store develop information knowledge

Wiki is great to understand new concepts and link the information to get the big picture.

Watch a video explaining Wiki

[gv data="http://www.youtube.com/v/hczDZXPfYn8"][/gv]

10. Relationship building

Facebook is good to build relationship with your work mates.

11. Publish your research

Publish your research as presentations on slideshare or documents on scribd to share your knowledge engage in discussion on the topic.

12. Consolidate them all into one page

There are just so much!

How’re you gonna navigate around them all?

Well, one solution is to use a homepage service like netvibes to put all these services together.

Why all these?

Too complicated? Well here are the reasons why I would do it this way

1. Better organization of information. No email confusion
2. Exhaustive analysis. You write on the way so no information is missed
3. Better collaboration
4. Man, isn’t it fun?

I know it would be much easier for you just to email. But how much time have you spent searching for information later on? I’d rather spend the time to get things organized first, then make it easier later to focus more on creating contents.

And I’m pretty sure of one thing: just next year, this entry will be outdated because many new services will come out. Semantic web, mobile apps are just a few to predict.

It’s not a fashionable fad or a time-killer, it’s a shift in the way we can be more effective. Do you want to miss the train trend?

Digital Divide

But you know, all these will never happen if digital divide hasn’t been closed.

Technology proficiency and more importantly, community habit is a big gap. I want my team to do so, but other teams may not, so some of my team members may argue “why do we have to!”

With the internet connection speed in Vietnam, using Google Docs et al is insane.

Today, a world that is flat is till a romantic dream for me.

Resources

I’ve already tried out these services. Kindly see mine as example of how things may end up evolve: taitran.com/blog/resources

Comments (5)

By TaiTran, July 23, 2008 3:29 am

The blog craze started in 2004, MySpace came out in 2002. From then till now, Web 2.0 has penetrated deeply into our lives.

You may have heard the buzz: it’s all about communications, exchange information and expressing the ego.

Have you thought of utilizing all those things for learning?

Recently I’ve been very aggressive on the net to see how we can use the applications for learning, and here I am with my key findings:

The requirements

Let’s imagine a very familiar study scenario: you’re assigned into a group to do a research on topic X.

Traditionally, the group would rely on emails, phone calls and IM to communicate and collaborate. Have you found these media difficult to classify your information?

This is how I would use Web 2.0 for learning

1. Search for information with Search EngineS

Obviously, information searching starts with search engines.

I have some hints for this:

1. Don’t just use Google. Try Yahoo! search, Live search, Ask search and other engines. They give different results and thus, relevant information might be found from ones other than Google
2. Try Google on different region settings. google.com/ncr (international version) yields different results from google.com.vn
3. Try different keywords and keyword combination. Also, exploit the operators
4. Also search for images. At least Google, Yahoo! and Live support this. Images are useful for illustrating your ideas and, in some cases, give you additional information.

2. Ask your questions

Use Q&A service such as LinkedIn Answers to ask questions and receive information from professionals.

3. Make information comes to you with RSS

You go out for information. Think about making information come to you?

Use RSS for this.

[gv data="http://www.youtube.com/v/AwtmOPdrEL8"][/gv]

For example, if I’m looking for “globalization”, I would do this steps

1. Go to wordpress.com/tags/globalization
2. Get the RSS of this tag
3. Subscribe the RSS into a feed reader like Google Reader

Then check with the feed reader everyday to see if relevant information comes in.

You can also use Yahoo! Pipes to aggregate the feeds. Click here to view videos on Yahoo! Pipes

Try exploring different sources of information you can use this trick.

4. Share links with bookmark-sharing sites

If I encounter useful webpages, I would want to share it with my group mates.

Using email would bury the link under heaps of other information. Sharing through IM stands the risk of losing the message when the program lags.

So I would bookmark the site using del.icio.us and use the function “links for friend” to share the link.

[gv data="http://www.youtube.com/v/r9s5hc3MJZo"][/gv]

5. Blog your group’s findings on group-blog powered platform

WordPress supports multiple-author. I would want our group members to blog our research everyday on our blog. This is not superficial. It helps us

1. Collect information, thoughts, findings, analysis and intermediate conclusions
2. Track each member’s progress
3. Present to the lecturer our growth

5b. Share micro details

This is optional though. Some information might be very detailed and we want quick sharing methods. I would connect my mobile phone to Twitter and quickly update my thoughts on the way.

[gv data="http://www.youtube.com/v/ctXq1mKL7tk"][/gv]

6. Schedule activities with Calendars

Schedule activities such as meetings, field trips with Google Calendar

7. Watch and learn

Go to Youtube, not to entertain, but to learn from podcasters on the topic.

For example, this this video
[gv data="http://www.youtube.com/v/5nN-U0sDZNc"][/gv]

8. Compose Collaboratively

Use Google Docs to compose the documents. This is very convenient in such that

1. No email chain flying around
2. Single repository of document
3. Better version control
4. Many collaborators do the job concurrently

[gv data="http://www.youtube.com/v/eRqUE6IHTEA"][/gv]

9. Build wiki to store develop information knowledge

Wiki is great to understand new concepts and link the information to get the big picture.

[gv data="http://www.youtube.com/v/hczDZXPfYn8"][/gv]

10. Relationship building

Facebook is good to build relationship with your work mates.

11. Publish your research

Publish your research as presentations on slideshare or documents on scribd to share your knowledge engage in discussion on the topic.

12. Consolidate them all into one page

There are just so much!

How’re you gonna navigate around them all?

Well, one solution is to use a homepage service like netvibes to put all these services together.

Why all these?

Too complicated? Well here are the reasons why I would do it this way

1. Better organization of information. No email confusion
2. Exhaustive analysis. You write on the way so no information is missed
3. Better collaboration
4. Man, isn’t it fun?

I know it would be much easier for you just to email. But how much time have you spent searching for information later on? I’d rather spend the time to get things organized first, then make it easier later to focus more on creating contents.

And I’m pretty sure of one thing: just next year, this entry will be outdated because many new services will come out. Semantic web, mobile apps are just a few to predict.

It’s not a fashionable fad or a time-killer, it’s a shift in the way we can be more effective. Do you want to miss the train trend?

Digital Divide

But you know, all these will never happen if digital divide hasn’t been closed.

Technology proficiency and more importantly, community habit is a big gap. I want my team to do so, but other teams may not, so some of my team members may argue “why do we have to!”

With the internet connection speed in Vietnam, using Google Docs et al is insane.

Today, a world that is flat is till a romantic dream for me.

Resources

I’ve already tried out these services. Kindly see mine as example of how things may end up evolve: taitran.com/blog/resources

Comments (4)

By TaiTran, September 29, 2007 4:23 am

Abstract

This article gives a guide on how to make profits from an enterprise’s Customer Supports function. Two advanced business opportunities are discussed. It also describes the impact of technology, process and strategy in the business renovation.

Customer Support: From the traditionally cost sector…

Customer Support function has long been considered a cost to business, as it rarely brings more values.

Well, is it the case? If it is accused to not bring values, is it possible that they did not attempt to get value from it?

…To getting golds back from the star-fruits quezacotl

“Vietnamese folklore goes that once upon a time, a man was very annoyed by a strange large bird eating the star-fruits in his garden. He tried to trap the creature and when he succeeded, the bird offered to carry him to a gold island to be released. The man became prosperous with the gold he picked from the isle after then.”

You can get a high Return on your Investment into Customer Support.

Many entrepreneurs know that good customer support is what makes customer happy and thus more willing to buy more and/or spread the good words. Customer Support has been recognized as a PR tool rather than.

Customer Support can be exploited to:

• Increase customer satisfaction
• Develop customer loyalty
• Make the current customers spread the good word: the famous word-of-mouth marketing technique
• Build a community of customers
• Enhance the brand of the enterprise

Now, let’s push it further than that.

(1) Customer Support to increase employee satisfaction

Employee satisfaction is an intangible value of any enterprise. In real life, business development and employee growth is generally mutual exclusive. A way to solve the dilemma will be discussed.

(2) Customer Support as competing Strategy

Becoming the first in the industry requires good Strategies. Maintaining the position requires better Strategies. With the rapid flourishment of the knowledge economy, technology has come in place to revolutionize strategic planning. More on strategies coming next…

How? The five steps

1. Just read

Before actually doing it, it’s advisable that you explore what need done in order to achieve your goal. This article’s got it all for you from a very high level view.

2. Automate it

Employees who do the Customer Supports are agents with specific customer management and troubleshooting skills.

Agents’ tasks are repetitive and require a high level of concentration and accuracy. On the other side, managers want to be updated periodically and recurrently without having to micro-manage. This can put a lot of pressure both employees and team leaders.

Ultimately, now that we are setting the business objective very high (remember all the items covered above?), it would be next to chaos if all things are done manually.

The work must be automated. It is then agents are provided with tools to complete their works, checklists so as not to miss any item and instant support when they need it. Managers receive reports, statistics and figures to analyze and make decisions. Furthermore, automation saves man-hours so the firm may concentrate on developing the most talented workers. Eventually, automation frees all levels from tedious and repetitive works to spend more time on thinking how to improve the process.

A system should be in place to do the harder works so that people can work smarter.

3. Establish a process to support it

For any system or workflow to work properly, the process must be modified to support it.

Process has to be defined so as to gradually switching from paper works to entering and obtaining information from the systems installed.

Re-defining the process is the next investment an enterprise has to spend. However, the Return on Investment shall be well worth it. With automation in place, costs of some processes themselves will be cut down significantly.

For example, it used to take at least 15 minutes to search for a file of a customer in a heap of documents. Now it takes maximum 15 seconds to get all information of that customer by searching in database. That makes it 32 times faster!

So far, Statement (2) has been explained.

4. Mean to really support it

When the system and the process has been in place is the time for training and changing the habit of users. Training effectively has been difficult enough, making a change is even more.

It requires high commitment and strong confidence from Board of Management to request, encourage and motivate employees into the new environment.

Eventually, only if the change is seen as the key strategy to compete will all of its potentials be unlocked. Nothing is more powerful than union between all attending parties, strategies, processes and the product.

5. Let the whole world know

Just what are you waiting for? Let the whole world know
that you’re different,
that you have leaped ahead of all your competitors,
that your customers will be served the best way possible.

Life Business prospect has never been as bright.

Case Study

Suppose you’re the owner of an electronics retailing chain.

You may want to know the level of satisfaction of your customer. You will conduct a survey using Customer Relationship Management System (CRM). Since most of your market segments use the Internet regularly, it is easier to release the survey in electronic format.

To ensure that the survey is done correctly, you may want to arrange your agents to help/guide your (potential) customers through the survey. How do you know if your agents are doing well? Start the Quality Monitoring (QM) System. It will track the interaction between you agents and customers, be the media text chats, audio or video. After saving the interaction, you can always review and remark the performance of any specific agents.

Oh! Some agents are not doing as well as you expected. What will you do? It’s suggested that you review their skill set and portfolio in the Human Resource Management System (HRMS) to make judgment on how to grow them to the required level.

After obtaining the information on the agents, you may want to send them to Training. Today, training doesn’t have to be formal classes with costly instructors from outside. For your information, thousands – I mean hundreds of thousands – training courses, from business to technical, from soft skills to customer management, have been packaged in the form of e-Learning, delivered to your PC, and always ready to launch.

After the training, expect “Wow!” expressions from your beloved customers!

Now that your employees receive adequate feedback of their performance and personalized training addressing their gaps. Their productivity and loyalty will increase proportionally. Happier agents, happier customers too. By the way, has this solved the problem (1) listed above?

The whole process covered above should always be put under supervision. Thank goodness, software can do the micro-tracking for you. With information collected, it is time for Information Analytics power to shine. You can ‘teach’ the software to ‘know’ your Key Performance Indicators (KPI) and it will compare the actual performance against your goals to produce conclusion, warnings and predictions.

At the very end of the process, Reports only need to be generated for You to know everything you want, with as few key hits as you want.

Notes

Please note that while I described this scenario for Customer Support only, similar approach can be used on a wide range of business functions: sales to production management, delivery to marketing. Software can be much more powerful if you know how to exploit them.

The case above involves several systems/modules. Theoretically, CRM and HRM systems are typical of Enterprise Resource Planning (ERP) Systems; Quality Monitoring, Training, KPI are typical of Workforce Optimization Systems.

Conclusion

It can be concluded that from my analysis, Customer Support should no longer be considered a cost. Instead, it brings more opportunities if it is used the right way, is supported with functional systems and appropriate processes and is lead by a clear strategy.

Acknowledgment

with special thanks to:

Gideon Schipper, Business Analyst Manager, First Consulting Group Vietnam

Minh Nguyen, Business Analyst, First Consulting Group Vietnam

Phuc Nguyen, ASEAN System Manager, Procter & Gamble