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Tiffany Bridge
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Tiffany Bridge

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"Clutter is what happens when we fill a page with things the user doesn’t care about. Replace the useless stuff with links, copy, and content the users really want, and the page suddenly becomes uncluttered." - Jared Spool
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Tiffany Bridge

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"Content isn’t just another channel. It’s a mindset."
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Stepping back from the outrage for a second (because it's pretty outrageous that someone would have this hard of a time reporting something as disorienting as a sexual assault on a plane, no matter what the cause), I am inclined to see this as mostly a staggering, system-wide failure of employee training- if you're only training your call center employees to pass the buck on anything not directly related to their jobs, of course they're going to be confounded when someone calls to report an assault on your plane and fall back to their wholly-inadequate customer service script. ("sorry for the inconvenience" of being sexually assaulted in your sleep by the passenger in the next seat, indeed.)

The more egregious individual employee failure (IMHO) was either the person on the Twitter account, or the person who hired them- people managing any kind of social media presence for a company have to have SOME kind of independent judgment, initiative, and ability to respond to a crisis. Their response should have been, in order:

1. I am so sorry this happened to you.
2. Let me get your info/flight details privately so I can try to get it through the right channels to the crew of the man's next flight.
3. It's very important that you do file a police report right away as that expands the options of what can be done about this problem.
4. And may I help to track down the airport police?

If your social media staff are not empowered to take that kind of action, then they ought to be. If it's because you don't trust them to exercise that kind of judgment, hire better social media help. (This is why I cringe every time I see people putting social media in the hands of interns or the most junior staff.)
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Tiffany Bridge

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Vic Gundotra originally shared:
 
Icon Ambulance

One Sunday morning, January 6th, 2008 I was attending religious services when my cell phone vibrated. As discreetly as possible, I checked the phone and noticed that my phone said "Caller ID unknown". I choose to ignore.

After services, as I was walking to my car with my family, I checked my cell phone messages. The message left was from Steve Jobs. "Vic, can you call me at home? I have something urgent to discuss" it said.

Before I even reached my car, I called Steve Jobs back. I was responsible for all mobile applications at Google, and in that role, had regular dealings with Steve. It was one of the perks of the job.

"Hey Steve - this is Vic", I said. "I'm sorry I didn't answer your call earlier. I was in religious services, and the caller ID said unknown, so I didn't pick up".

Steve laughed. He said, "Vic, unless the Caller ID said 'GOD', you should never pick up during services".

I laughed nervously. After all, while it was customary for Steve to call during the week upset about something, it was unusual for him to call me on Sunday and ask me to call his home. I wondered what was so important?

"So Vic, we have an urgent issue, one that I need addressed right away. I've already assigned someone from my team to help you, and I hope you can fix this tomorrow" said Steve.

"I've been looking at the Google logo on the iPhone and I'm not happy with the icon. The second O in Google doesn't have the right yellow gradient. It's just wrong and I'm going to have Greg fix it tomorrow. Is that okay with you?"

Of course this was okay with me. A few minutes later on that Sunday I received an email from Steve with the subject "Icon Ambulance". The email directed me to work with Greg Christie to fix the icon.

Since I was 11 years old and fell in love with an Apple II, I have dozens of stories to tell about Apple products. They have been a part of my life for decades. Even when I worked for 15 years for Bill Gates at Microsoft, I had a huge admiration for Steve and what Apple had produced.

But in the end, when I think about leadership, passion and attention to detail, I think back to the call I received from Steve Jobs on a Sunday morning in January. It was a lesson I'll never forget. CEOs should care about details. Even shades of yellow. On a Sunday.

To one of the greatest leaders I've ever met, my prayers and hopes are with you Steve.

-Vic
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Tiffany Bridge

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"But even as Pakistan’s resistance to America’s drones and raids has grown, its resistance to Bollywood’s soft power has crumbled. The extremists who find sympathetic audiences when directing fire and brimstone toward the Great Satan are powerless to prevent Pakistanis from consuming Bollywood blasphemies. The hard power of the U.S. military has got nothing on the soft power of Sheila."
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These are so gorgeous I can hardly stand it.
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Have her in circles
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Tiffany Bridge

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Look look look! Facebook is rolling out Page Insights data that's actually useful and interesting! Now, if they could just make it not lag behind by several days...
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SO MUCH reading, thinking, and writing to do after three days of UX workshops.
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Grit in the masala: Aarakshan and Bollywood's social conscience
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The whole article is very good and relevant, but the best line is: "Being a complete idiot has always been a legitimate, nondiscriminatory business reason for termination."
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I want to buy a box of crayons and to this experiment myself because IT'S PRETTY
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Stuck in my head today.
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It was in the Saavn 2010 Bollywood anthology I bought...
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Have her in circles
265 people
Mike Hill's profile photo
Kim Baker's profile photo
Sonia Zamborsky's profile photo
Eric Blair's profile photo
Whitney Garrison's profile photo
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Professional Web Nerd
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Comedienne, Geek, Rabble-Rouser, Content Nerd, Project Enforcer. 
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Female
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Tiffany Baxendell