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    <title>Outside Innovation</title>
    
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    <id>tag:typepad.com,2003:weblog-248598</id>
    <updated>2009-07-13T11:03:28-04:00</updated>
    <subtitle>New ways to engage customers in co-designing your company's future - a weblog to complement the book, Outside Innovation, by Patty Seybold</subtitle>
    <generator uri="http://www.typepad.com/">TypePad</generator>
    <link rel="self" href="http://feeds.feedburner.com/OutsideInnovation" type="application/atom+xml" /><entry>
        <title>Thoughts about Google's Web Operating System</title>
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        <id>tag:typepad.com,2003:post-6a00d8341bfcb953ef011571086c13970c</id>
        <published>2009-07-13T11:03:28-04:00</published>
        <updated>2009-07-13T11:03:28-04:00</updated>
        <summary>Google announced this week that it will roll out Chrome OS for Netbooks and Internet-connected computers in 2010. My reaction: Why not? I already rely on Google for much of my Internet experience (email, calendaring, search). Why not keep going?...</summary>
        <author>
            <name>Patty Seybold</name>
        </author>
        <category scheme="http://www.sixapart.com/ns/types#category" term="Chrome" />
        <category scheme="http://www.sixapart.com/ns/types#category" term="Google" />
        <category scheme="http://www.sixapart.com/ns/types#category" term="information architecture" />
        
        
<content type="xhtml" xml:lang="en-US" xml:base="http://outsideinnovation.blogs.com/pseybold/">
<div xmlns="http://www.w3.org/1999/xhtml"><p>Google
announced this week that it will roll out Chrome OS for Netbooks and
Internet-connected computers in 2010. My reaction: Why not? I already
rely on Google for much of my Internet experience (email, calendaring,
search). Why not keep going? I suspect I will like Chrome OS if it
does, in fact, allow me to get up and running to access my email,
calendar, and other critical applications within two seconds, backs up
everything, and is accessible from anywhere that I can get online. No
doubt Google Chrome OS will help spawn many new application services
from open source developers. So I like the idea that we'll all have
additional software platforms that will become popular enough to spur
more innovation from a broader community of developers. </p>
    <p>However, I don't expect that I will be migrating to a solely Google OS.
I typically switch among three operating systems in the course of a
working day. I don't care about the operating systems I use unless they
get in my way. I do care about the applications and services I use. And
these are increasingly network-based application services with rich
user interfaces. </p>
    <p>Among the applications and services I use today, Google's services are
useful and good enough to get the job done. Apple's user experience on
both hand-held and Mac is satisfyingly seductive. Microsoft's user
experience for browsing, search, and office applications is improving
precisely because Google and Apple provide great alternatives. I find
Mozilla Firefox productive and generally adopt many of its third party
plug-ins. I use Adobe's Flash, Flex, and AIR on a daily basis without
being aware of them as I hop from widget to applet. I happily use
Ajax-style interactive tools because they give me quick ways to
accomplish my tasks and to iterate among different choices. </p>
    <p>What do I want out of an operating system? Invisibility, plug and play
peripheral support, security, back-up, performance, and stability. </p>
    <p><strong>The Real Killer Service: Filing. </strong>But
what I really need is a better cross-operating system file system.
Today, every OS has its own. None of them is quite right. Do I trust
Google to build a better file system? No. Google thinks that search is
the best way to find anything. Those of us who want to be able to
impose our own mental model on the messy reality that we swim in, need
to be able to do more than search and tag. There's a human need to
categorize, classify, and organize things, as well as a need to find
the things that have been mis-categorized or mis-filed. My ideal filing
system would turn successful search queries into dynamic file folders.
But it would also allow me to set up and re-set up my electronic filing
systems as my needs evolve over time. Each previous filing hierarchy
would still be "there." But as I evolve my thinking and re-categorize
things, they would "move" to the new, current categorization scheme. </p>
    <p>My filing system is my database for keeping track of things. I want to
organize things into hierarchical categories and subcategories and to
search and sort based on attributes that emerge over time. </p>
    <p>I suspect that Google's desire to provide an operating system is a
Trojan Horse for Google's desire to store (and index) all of my files
and everything that I have pointed to, tagged, or linked. If Google
really wants to be the utility that I use to interact with the world,
they should focus on helping me categorize and organize my stuff. But
since Google doesn't believe in "putting" things in folders, and human
beings like to organize their own desk drawers, file cabinets, folders,
and stacks, in order to make sense of the world, I'm still looking for
the killer app. And it’s not an operating system. </p></div>
</content>


    <feedburner:origLink>http://outsideinnovation.blogs.com/pseybold/2009/07/thoughts-about-googles-web-operating-system.html</feedburner:origLink></entry>
    <entry>
        <title>Twitter and Activism: Supporting Protesters in Iran</title>
        <link rel="alternate" type="text/html" href="http://feedproxy.google.com/~r/OutsideInnovation/~3/ZrPc8R-aCig/twitter-and-activism-supporting-protesters-in-iran.html" />
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        <id>tag:typepad.com,2003:post-6a00d8341bfcb953ef011570e747ba970c</id>
        <published>2009-07-10T11:00:00-04:00</published>
        <updated>2009-07-12T15:03:37-04:00</updated>
        <summary>I have been riveted to the demonstrations in Iran. I haven't turned on my television set once. I've been watching the reports from the protesters and their supporters on Twitter. As you're probably aware, Twitter delayed a planned maintenance shut...</summary>
        <author>
            <name>Patty Seybold</name>
        </author>
        <category scheme="http://www.sixapart.com/ns/types#category" term="Social Media" />
        <category scheme="http://www.sixapart.com/ns/types#category" term="twitter" />
        
        
<content type="xhtml" xml:lang="en-US" xml:base="http://outsideinnovation.blogs.com/pseybold/">
<div xmlns="http://www.w3.org/1999/xhtml"><p>I have been riveted to the demonstrations in Iran. I haven't
turned on my television set once. I've been watching the reports from
the protesters and their supporters on Twitter. As you're probably
aware, Twitter delayed a planned maintenance shut down because Iranian
activists needed to be able to use Twitter as a way to communicate with
one another in order to plan their real-time activities. It was one
back-channel that was going unmonitored (for a while) by the militia.
Twitter was the first wave of mobilization. Soon many Web site proxies
sprang up, enabling Iranians to get uncensored news out of the country
and to communicate with one another. It's now a global support movement
with citizen journalism ahead of the "real" press—many of whom have
been thrown out of the country. It's inspiring to see so many people
rallying to support the Iranian demonstrators and activists. </p>
 <p>I have only one question: Why aren't we using social media and
galvanizing world opinion to support activism in this country? As one
person tweeted, "Why didn't we protest the U.S. 2000 and 2004 elections
in the same way that the Iranians are protesting their election
results?" </p>
 <p>Why do we let the traditional media and corporate PR and advertising
dollars shape our national dialogue about important issues like
healthcare? I wonder if American activists could make more progress for
their respective causes if we focused on galvanizing the attention of
the global social media? In the U.S., we tend to pay more attention to
U.S. pundits than we do to the voices of outrage and support in other
parts of the world. Tweet on! </p></div>
</content>


    <feedburner:origLink>http://outsideinnovation.blogs.com/pseybold/2009/07/twitter-and-activism-supporting-protesters-in-iran.html</feedburner:origLink></entry>
    <entry>
        <title>Whose Data Is It? Who “Owns” Your Medical Records?</title>
        <link rel="alternate" type="text/html" href="http://feedproxy.google.com/~r/OutsideInnovation/~3/6R3cnavrA2A/whose-data-is-it-who-owns-your-medical-records.html" />
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        <id>tag:typepad.com,2003:post-6a00d8341bfcb953ef011570e60b74970c</id>
        <published>2009-07-08T12:26:22-04:00</published>
        <updated>2009-07-08T17:07:18-04:00</updated>
        <summary>Way before my Dad showed symptoms of Alzheimer's, he advocated for patients' access to their electronic patient records. On a personal note, he was afraid that none of his doctors and specialists would have the whole picture. He feared they...</summary>
        <author>
            <name>Patty Seybold</name>
        </author>
        <category scheme="http://www.sixapart.com/ns/types#category" term="Customer-Centricity" />
        <category scheme="http://www.sixapart.com/ns/types#category" term="electronic medical records" />
        <category scheme="http://www.sixapart.com/ns/types#category" term="health data rights" />
        <category scheme="http://www.sixapart.com/ns/types#category" term="Intellectual Property" />
        <category scheme="http://www.sixapart.com/ns/types#category" term="Online Privacy" />
        
        
<content type="xhtml" xml:lang="en-US" xml:base="http://outsideinnovation.blogs.com/pseybold/">
<div xmlns="http://www.w3.org/1999/xhtml"><p><font face="Verdana, Arial, Helvetica, sans-serif" size="2"><p>Way
before my Dad showed symptoms of Alzheimer's, he advocated for
patients' access to their electronic patient records. On a personal
note, he was afraid that none of his doctors and specialists would have
the whole picture. He feared they might miss something important. He
felt it was his responsibility, and that of his family members, to
ass<font /><span size="2;" style="font-family: Verdana, Arial, Helvetica, sans-serif"><a href="http://outsideinnovation.blogs.com/.a/6a00d8341bfcb953ef011570e83be1970c-pi" style="float: right;"><img alt="Seybold_john" class="at-xid-6a00d8341bfcb953ef011570e83be1970c " src="http://outsideinnovation.blogs.com/.a/6a00d8341bfcb953ef011570e83be1970c-320wi" style="margin: 0px 0px 5px 5px;" /></a></span>emble and preserve our medical records so that we could all control
our own healthcare.  He began to advocate about the need for electronic
medical records and for patients to have unfettered access to their own
records. In the 1980s, he convened meetings at his retirement home, in
which he and other residents, many of whom were retired physicians,
told the management and caregivers at their assisted living facility,
what they expected and wanted: to have all of their medical records
digitized, to have these readily available for themselves, their family
members, and any medical specialists who would be called upon to serve
them.                                                           <em><br /></em></p></font></p><div style="text-align: right;"><span size="2;" style="font-family: Verdana, Arial, Helvetica, sans-serif" /><div style="text-align: right;"><span size="2;" style="font-family: Verdana, Arial, Helvetica, sans-serif"><em>John W. Seybold</em></span></div></div><p><font face="Verdana, Arial, Helvetica, sans-serif" size="2">
 <p>My father was a remarkable man. As the "father" of computerized typesetting in the 1960s, he knew a thing or
two about computers and digital information. He didn't live to see his
own records available in digital form. But if he were still alive, he
would be an active advocate for patient’s access to their complete
digital medical records. So it's up to me to carry on!</p>
 <p>
</p></font></p>
<p><font face="Verdana, Arial, Helvetica, sans-serif" size="2"><p>In the current "debate" surrounding the fate of U.S. healthcare for the
next decade or so, President Obama is advocating the use of electronic
medical records as a way to cut costs. There have been a number of
attempts in the U.S. to digitize medical records. Dr. Koop, our surgeon
general under the Clinton administration, was a strong proponent.
Advanced healthcare facilities, like the Mayo Clinics, were early
leaders in gathering and digitizing all the medical records for each
patient before that patient arrived on premise. Complete electronic
patient records have been part of their protocol for providing
excellent holistic, multi-disciplinary patient care. </p>
 <p>We are now finally at the point in this country where the need for
electronic medical records has become self-evident. Yet, the patient's
right to those records is still shrouded in confusion, privacy
legislation, and inside-out thinking and practices. </p>
 <p><strong>Principles for Patients' Rights to Data</strong></p>
 <p>The good news is that, in mid-June 2009, an organization called Health Data Rights (<a href="http://www.healthdatarights.org/" target="_blank">http://www.healthdatarights.<wbr />org/</a>)
announced a policy framework for patients to have access to their
health data. Lots of organizations, including many notable healthcare
providers, are stampeding to endorse it. Personal endorsements are also
encouraged. Just click on the big button at the top of the home page. </p>
 <p>Here is their credo:</p>
 </font> 			</p>

<blockquote>
 <p><span size="2" style="font-family: Verdana,Arial,Helvetica,sans-serif;"><strong>"A Declaration of Health Data Rights</strong></span></p>
 <p><font face="Verdana, Arial, Helvetica, sans-serif" size="2">In an era when technology allows personal health information to be more
easily stored, updated, accessed and exchanged, the following rights
should be self-evident and inalienable. We the people: </font></p>
 <p><span size="2" style="font-family: Verdana,Arial,Helvetica,sans-serif;">1. Have the right to our own health data </span></p>
 <p><span size="2" style="font-family: Verdana,Arial,Helvetica,sans-serif;">2. Have the right to know the source of each health data element </span></p>
 <p><font face="Verdana, Arial, Helvetica, sans-serif" size="2">3. Have the right to take possession of a complete copy of our
individual health data, without delay, at minimal or no cost; if data
exist in computable form, they must be made available in that form </font></p>
 <p><span size="2" style="font-family: Verdana,Arial,Helvetica,sans-serif;">4. Have the right to share our health data with others as we see fit </span></p>
 <p><font face="Verdana, Arial, Helvetica, sans-serif" size="2">These principles express basic human rights as well as essential
elements of health care that is participatory, appropriate and in the
interests of each patient. <em>No law or policy should abridge these rights."</em></font></p>
 </blockquote> 			<p><font face="Verdana, Arial, Helvetica, sans-serif" size="2">
 <p>My dad would have loved this! This is only the beginning of a very long
journey, however. Esther Dyson has a wonderful <a href="http://www.huffingtonpost.com/esther-dyson/release-09-healthdatarigh_b_219408.html" target="_blank">blog post</a>
on Huffington Post in which she announces and praises this
organization. But, as she points out, asserting your right to your own
patient information and actually GETTING access to your patient records
is currently close to impossible for most people in the U.S. today. She
also points out, as does Dave DeBronkhart (otherwise known as
@ePatientDave on twitter), that there's a missing "right;" we need to
have the right to challenge the data. Many health records are wrong! We
need to be able to annotate and update them. Dave DeBronkhart tells
hair-raising stories about inaccurate patient test results and other
records. Here's a <a href="http://patientdave.blogspot.com/2009/06/declaration-of-health-data-rights.html" target="_blank">link</a> to his discussion of the HealthDataRights. </p>
 <p>I like Dave's endorsement of HealthDataRights. He says:</p>
 </font> 			</p><blockquote>
 <p><em><span size="2" style="font-family: Verdana,Arial,Helvetica,sans-serif;">"These rights are as inalienable as the right  to life itself.</span></em></p>
 <p><em><span size="2" style="font-family: Verdana,Arial,Helvetica,sans-serif;">Whose life depends on the data's accuracy, its availability?</span></em></p>
 <p><em><span size="2" style="font-family: Verdana,Arial,Helvetica,sans-serif;">Whose data is it, anyway?"</span></em></p>
 </blockquote> 			<p><font face="Verdana, Arial, Helvetica, sans-serif" size="2">
 <p>I also like Esther's commentary. She compares what's happened with our
right to own, access and understand our financial data to what she
believes will take place as we customers/patients wrest control of our
own health-related information from the silos in which it's currently
imprisoned.</p>
 </font> 			</p><blockquote>
 <p><font face="Verdana, Arial, Helvetica, sans-serif" size="2">"The best analogy is what happened with financial data. It was kept in
silos; it was obscure and hard to get at. Then along came Quicken (and
other user software, to be sure). Suddenly the banks' data vaults
opened up. Eventually almost all financial institutions let users get
hold of their own information and (gasp!) even to aggregate it by
themselves. Now there are online services that help users manage their
own information, consolidating bank accounts, stock accounts, credit
card information and other data. They can massage their own data, and
they can compare their own financial metrics to other people's (mostly
in aggregate) if they wish. </font></p>
 <p><span size="2" style="font-family: Verdana,Arial,Helvetica,sans-serif;"> ....</span></p>
 <p><font face="Verdana, Arial, Helvetica, sans-serif" size="2">I can imagine the same developments in medical information, and
ultimately, the same need for intelligibility as well as access. Just
as we are not required to hire a consultant to file our taxes, though
we may if we want to, we should not have to consult a doctor to see our
test results. Over time, online services as well as doctors will offer
a variety of tools and personalized content to help us understand and
act on our own data. And of course we will still consult doctors—as
much or as little as we want. </font></p>
 <p><span size="2" style="font-family: Verdana,Arial,Helvetica,sans-serif;"><strong>What about security?</strong> </span></p>
 <p><font face="Verdana, Arial, Helvetica, sans-serif" size="2">What if someone else pretends to be you to get your data. Again, the
best analogy is financial information—which is reasonably secure,
especially now that most banks are requiring more than just a password.
Moreover, a typical thief would much rather get into your bank account
than into your health record (despite some recent health care/identity
theft stories. most medical fraud is not at the expense of
individuals)." </font></p>
 <p><em><span size="2" style="font-family: Verdana,Arial,Helvetica,sans-serif;">Excerpted from: <a href="http://www.huffingtonpost.com/esther-dyson/release-09-healthdatarigh_b_219408.html" target="_blank">http://www.huffingtonpost.com/<wbr />esther-dyson/release-09-<wbr />healthdatarigh_b_219408.html</a></span></em></p>
 </blockquote> 			<p><font face="Verdana, Arial, Helvetica, sans-serif" size="2">
 <p>The good news is that we now seem to be on the way to acknowledging
that we—patients—have the right to access and to understand our own
medical and health records. </p></font></p></div>
</content>


    <feedburner:origLink>http://outsideinnovation.blogs.com/pseybold/2009/07/whose-data-is-it-who-owns-your-medical-records.html</feedburner:origLink></entry>
    <entry>
        <title>Our Search Maven’s Reaction to Microsoft’s Bing</title>
        <link rel="alternate" type="text/html" href="http://feedproxy.google.com/~r/OutsideInnovation/~3/HiRjJJccEbk/our-search-mavens-reaction-to-microsofts-bing.html" />
        <link rel="replies" type="text/html" href="http://outsideinnovation.blogs.com/pseybold/2009/06/our-search-mavens-reaction-to-microsofts-bing.html" thr:count="3" thr:updated="2009-07-01T13:03:19-04:00" />
        <id>tag:typepad.com,2003:post-68042761</id>
        <published>2009-06-15T11:00:00-04:00</published>
        <updated>2009-06-15T11:00:00-04:00</updated>
        <summary>By Susan Aldrich, SVP, Sr. Consultant/Analyst, Patricia Seybold Group Historically, search has been Microsoft’s Invasion of Russia: huge expense, army turned back in defeat, humiliation, and mass death ensues. Okay, no death involved, but search has not been a happy...</summary>
        <author>
            <name>Patty Seybold</name>
        </author>
        <category scheme="http://www.sixapart.com/ns/types#category" term="Microsoft" />
        <category scheme="http://www.sixapart.com/ns/types#category" term="Microsoft Bing" />
        
        
<content type="xhtml" xml:lang="en-US" xml:base="http://outsideinnovation.blogs.com/pseybold/">
<div xmlns="http://www.w3.org/1999/xhtml"><p>By Susan Aldrich, SVP, Sr. Consultant/Analyst, Patricia Seybold Group</p><p><a href="http://outsideinnovation.blogs.com/.a/6a00d8341bfcb953ef011570fff57d970b-pi" style="float: left;"><img alt="Aldrich_Detail" class="at-xid-6a00d8341bfcb953ef011570fff57d970b" src="http://outsideinnovation.blogs.com/.a/6a00d8341bfcb953ef011570fff57d970b-120wi" style="margin: 0px 5px 5px 0px;" /></a> Historically, search has been Microsoft’s <a href="http://en.wikipedia.org/wiki/Napoleon#Invasion_of_Russia" target="_blank">Invasion of Russia</a>:
huge expense, army turned back in defeat, humiliation, and mass death
ensues. Okay, no death involved, but search has not been a happy story
in Redmond. Now Microsoft has Bing, the new branding for its Internet
search. We are utterly convinced that Bing will boost Microsoft’s
market share. Rebranding is essential to getting people to take another
look at Microsoft’s search efforts. Microsoft has chosen an interesting
name and, furthermore, created a lovely homepage for Bing. Choices are
emotional, and Bing is pretty attractive. That alone is enough to get
us to use it: we like seeing the Bing home page gracing our browser
window, like lovely wallpaper.
 </p><p>Microsoft has a
huge campaign planned to call attention to Bing – estimated at $100
million—to get people to give it a try. Microsoft is also offering
incentives to people who shop using Bing: Every so often, it offers a
cashback bonus. For a time, use of Bing will surge. And some percentage
of people who give Bing a try will stay, out of inertia or pleasure.
More market share for Bing, less for Google and Yahoo!.</p>
 <p>Sure, Bing isn’t as clever as Google, but, for many or even most of our
searches, the answers aren’t hard to find. Offering search refinement
is a nice touch, when it is offered. It's not always offered. Maybe
Bing will prove to be “good enough” for enough people enough of the
time, that Microsoft can declare victory. But we’re not counting on it.
In the search wars, Microsoft still looks like Napoleon to us. </p></div>
</content>


    <feedburner:origLink>http://outsideinnovation.blogs.com/pseybold/2009/06/our-search-mavens-reaction-to-microsofts-bing.html</feedburner:origLink></entry>
    <entry>
        <title>Google Wave: It’s "My" Design, but Will I Use It?</title>
        <link rel="alternate" type="text/html" href="http://feedproxy.google.com/~r/OutsideInnovation/~3/SvblxrJMThY/google-wave-its-my-design-but-will-i-use-it.html" />
        <link rel="replies" type="text/html" href="http://outsideinnovation.blogs.com/pseybold/2009/06/google-wave-its-my-design-but-will-i-use-it.html" thr:count="5" thr:updated="2009-07-08T16:57:24-04:00" />
        <id>tag:typepad.com,2003:post-67970233</id>
        <published>2009-06-11T10:00:00-04:00</published>
        <updated>2009-07-08T16:54:13-04:00</updated>
        <summary>I'm pretty sure that I’m responsible for the design of Google's new Wave. I can't take full credit. There are millions of Gmail/Google Chat users like me who no doubt provided the pattern on which Google's new weird communications offering...</summary>
        <author>
            <name>Patty Seybold</name>
        </author>
        <category scheme="http://www.sixapart.com/ns/types#category" term="Customer Innovation" />
        <category scheme="http://www.sixapart.com/ns/types#category" term="Customer Roles in Innovation" />
        <category scheme="http://www.sixapart.com/ns/types#category" term="Customer-Centricity" />
        <category scheme="http://www.sixapart.com/ns/types#category" term="Customer-Led Innovation" />
        <category scheme="http://www.sixapart.com/ns/types#category" term="Google" />
        <category scheme="http://www.sixapart.com/ns/types#category" term="Innovation" />
        
        
<content type="xhtml" xml:lang="en-US" xml:base="http://outsideinnovation.blogs.com/pseybold/">
<div xmlns="http://www.w3.org/1999/xhtml"><p>I'm
pretty sure that I’m responsible for the design of Google's new Wave. I
can't take full credit. There are millions of Gmail/Google Chat users
like me who no doubt provided the pattern on which Google's new weird
communications offering is based. </p>
 <p>I haven't yet had the pleasure of trying out Wave. But thanks  to early tester, Rafe Needleman's <a href="http://news.cnet.com/8301-17939_109-10255402-2.html?part=rss&amp;tag=feed&amp;subj=Webware" target="_blank">Hands-on with Wave: Weird and quite wonderful</a>,
I recognized, right away that I was probably at least partly
responsible for the breakthrough design pattern on which Wave is based.
</p>
 <p style="text-align: center;"><br />
 <img alt="Google Wave" src="http://www.psgroup.com/images/diags/Google_Wave.gif" /></p>
 <p style="text-align: left;">"Getting started in Wave: It looks a lot like e-mail..."</p>
 <p>  (Credit: Screenshot by Rafe Needleman/CNET)</p>
 
 
<p>My colleagues and I have been using Gmail as our primary corporate (and
often personal) email platform for a couple of years now. Here's how I
use it. (This may sound familiar to a lot of you.) When I am
interacting with colleagues about a current project or passion, I flip
back and forth between emailing with them and chatting with them.
Google's presence awareness is good. I can tell whether someone is
available. But often, I don't launch a chat, I email them because I
don't want to interrupt their thought process and because it's the kind
of thing that may lead to a threaded discussion. I often forget to cc:
others on my initial email. It's just a "can you do this?" Or "what
should we do about this?" or "what do you think about this?" or "here's
something I'd like you to look at" kind of communication. This dialog
typically evolves into a real-time flurry of long, multiperson,
threaded email discussions. Then it subsides, and we all go back to
work.</p><p>So, when I read Rafe's review, and realized that Wave blends chat and
email and lets multiple people respond in real time within an email,
that I realized how powerful and unsettling this is likely to be!
Imagine beginning an email to a small group of colleagues, and, as you
are on point 2, they are already chiming in on point 1 in the body of
the text you are still writing. By the time you get to point 3, they
are ferociously debating, and you jump up to get your refinements in.
Here’s Rafe’s reaction:</p>
 <blockquote>
 <p>"Speaking of being overwhelmed, the first time I had two people
replying to me in an individual message at the same time, in different
places in it, my head almost exploded. It's a lot of raw information
coming it at once, and it's very different from the old e-mail or the
instant message experience."</p>
 </blockquote>
 <p>I look forward, with some trepidation, to trying this out myself. I
have no idea if I'll be able to adapt to interacting in this way. But I
DO feel responsible. I don't know if Google's Wave developers used
customers' interactions patterns to divine what it is we were really
trying to do, but I suspect they did. </p>
 <p>So, here's the broader question to ponder: If you watch what your
customers are doing and run around in front of the parade to design for
what they're already doing and attempting, does that mean they'll use
what you design? That's certainly been one of my premises in
customer-led innovation. It will be interesting to find out for myself!</p></div>
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