Posts in Category "Editorial"

May 13, 2010

Open vs. Choice

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I’ve written about this elusive word “open” in the past. My point was the word can mean many things depending on context and perspective. I think it has become a widely over used, misused word. That said, I was very happy this morning when Adobe took a shot at providing an explanation of what the word “open” means to the company. Even Adobe’s founders, Chuck Geschke and John Warnock, weighed in with their thoughts on the topic. (Check it out here.)

Putting this into my own words, to Adobe, “open” equates to freedom of choice. It is a spirit that permeates the culture of the company as well as the technologies it creates. Adobe’s definition is not limited to “open source” or “open standards”, but actually supersedes and embraces these ideas into a bigger concept. Does Adobe take the steps to make every single one of its technologies available as open source or push every one of its protocols into the open standards arena? Of course not. However, many of its core technologies HAVE been offered as open source (Flex, AVM+), granted to open standards bodies (PDF is now ISO 32000) or, at the very least, openly published as specifications (SWF, FLV/F4V, RTMP, AMF) for others to use to create new and unforeseen solutions.

And of course, always remember Adobe’s continued commitment to support and participate in the development of open standards.

So, does it really HAVE to be “Open vs. Choice” or should it be “Open = Choice”? The beauty of this is, everyone gets to decide for themselves!

10:03 AM Permalink
February 19, 2010

Customer Service in Government: Does it matter? Survey results.

Yesterday, I spoke at a Governing eSeminar entitled, “Getting it Right: Customer Service and Citizen Engagement” with John Miri, Senior Fellow at Center for Digital Government and Gordon Thompson, section chief at Wisconsin Department of Revenue.

For those of you who ever felt passionate enough about an issue to share your views on it with others, I am sure you could relate to my curiosity.

Curious? Yes, curious.

I was curious to know who would show up, who would care, what aspects of citizen service and engagement do they care about…and most importantly, why. I have discussed this issue with agencies around the world, but each time I speak about it, it is always an opportunity to discover new perspectives and ideas.

About a couple hundred people showed up…connected virtually to participate in a discussion about a shared passion and concern.

For now, with morning coffee in hand, I will share with you the results of the intro poll that was taken at the beginning of the seminar.

What do you think about the results? What do you think about questions being asked?
I’ll share my opinions on the results in a later post, especially about the results to the question, “What is the impact of poor customer service and interactions?”

For now, have a great Friday.

Customer-Services-and-Engagement-Survey.jpg

P.S. As in all groups, many people were shy, so these results are only from participants that boldly clicked on radio buttons.

7:12 AM Permalink