"km" via Vlastimil in Google Reader

Learning To Fly: The Four Stages of Social Business

2011-04-22T13:09:31Z

Time to talk about social business planning again. My mother always told me, you have to "walk before you run" and as it turns out, the same is true for organizations looking to move from social media as a set of un-connected, chaotic collection of skunk work initiatives to a coordinated and purposeful initiative that works through the entire organization. Of course, this will take time—years most likely. But it's inevitable in my estimation. As I've said before—the end game is integration. The above chart is generic—it can be applied to some organizations (especially large ones with a global footprint). If your company wants to learn to fly and integrate a social "layer" into everything you do here are a few thoughts as you plot your own roadmap:

Crawling: People, Process, Procedure
In the initial stage of the evolving your business into one that not only leverages "social media" in one function (such as marketing), an organization must come to the point where it realizes it "has a problem". Then the first stage can begin on the right footing. "Crawling" involves putting in the right infrastructure which includes some organizational re-design. This is when the center of excellence should be formed and where education, standardization and active listening is put in place.

Walking: Managing Your Properties
With some basic infrastructure in place, an organization must now "take stock" of all the social properties which either exist or need to and devise the appropriate strategy to get these properties moving in the right direction. In this stage assets like content are especially important as it's lower risk than really diving in deeply and over-engaging. However, this is also the stage where an organization really defines its engagement strategy across multiple business functions, from employee to customer care to outward marketing and more.

Running: Ecosystem Engagement At Scale
At this stage, an organization has put in the internal and external designs in place and are running multiple social initiatives at a global scale with an established degree of efficiency. Most importantly an organization has evolved into one that can engage with multiple stakeholders to the level that works for its business (regulated industries will have unique challenges here). At the running stage, multiple ecosystems are also connected—for example the process and tools for managing scores of social networks have been formalized.

Flying: Social Innovation & Organizational Integration
Organizations at this stage have not only integrated "social" ito most everything they do—they are using the intelligence to improve their business, create new products and services and can digest data in ways that predict potential future outcomes. Organizations which "fly" have embedded a social mindset into much of what they do and have re-tooled entire business functions. For example, an organization which has completely overhauled its customer service function to work as effectively as it does in channels such as a call center (at scale) are at the flying stage in some degree.

From my experience talking and working with large global brands—very few are even close to flying but most seem to have a desire to get there at some point, understanding that the process will be a long and winding road. I've found this model resonates both at the CMO, CEO and senior management levels. Where do you fall on the spectrum?

My New Job Sounds Great. But What Is It?

2011-04-21T20:22:14Z

Originally posted on Edelman Digital

Yesterday as news circulated that I’d be taking a new role at Edelman (EVP, Global Innovation & Integration). I spotted a tweet that I was secretly hoping I’d get. Zach wasn’t sure what my title meant—but congratulated me anyway. He brings up a valid point. Words like innovation are vague and in the past have been overused. And the word “integration” can be a number of things. But we chose these words purposefully and here’s my take on what they mean:

Innovation
Simply put, it’s what keeps your business on the front line. Google had a great run for a while as the only kid on the digital block, then Facebook came along and innovated by connecting people to other people not just information. Google innovated by indexing the Web, and Facebook is emerging as a challenger fueled by an innovative way of looking at human connections. Craigslist is an innovation and has played a role in disrupting the cash cow of newspaper classifieds. But someday, this space will be disrupted again by another innovator. In short, innovation comes in waves of all sizes, but it’s something that every business needs to focus on—because it can ultimately create new opportunities which are essential for growth.

Integration
Many organizations set up innovation incubators or labs and treat them as experiments. In my experience where I’ve seen this done, it leads to some interesting experiments—but a lack of adoption. This is where integration comes in. Innovations can often happen in nimble environments, but it doesn’t and shouldn’t be treated as a lab. Instead, innovations should occur in batches with the purpose of scaling and integrating more broadly. It’s the second half of the equation and can be accomplished with multiple teams focused on pushing things through to fruition.

I’m viewing my new role as a mandate from Edelman’s most senior leaders—”permission to innovate.” In this role, I’ll be focused on finding the right partners in crime from external platform developers to client partners to internal innovation co-conspirators. As Alan alluded to in his note—we are seeing tremendous shifts in the areas of mobile, social, search, content, platforms and analytics. Each of these areas will present opportunities for a business and brand to adapt over time. In my estimation, the transformation will be in baby steps. Small, nimble, incremental steps which help a brand uncover new opportunities in marketing, communications and how they conduct business in a connected age. That’s my new job which I’m really excited about, and don’t be surprised if I reach out to you at some point.

Why innovators need to think, not blink

2011-04-11T11:04:56Z

Trying to make important decisions intuitively and too quickly is a recipe for innovation disaster, writes Patrick Lefler. -More-

How to find intranet screenshots

2011-03-24T05:29:50Z

Designing website is easy. Want to see what the leading companies are doing with their sites? Open them up in your browser. Want to know current best practices? Browse a selection of sites, and look for patterns.

In comparison, designing intranets is much harder. By definition they are hidden inside organisations, and teams struggle to find good examples.

This makes it much harder to learn from the experiences of others, and to cherry-pick elements from a range of other sites.

One of the key objectives of many teams is therefore to see other intranet screenshots. While hard, it is not impossible.

Broadly speaking, there are three main ways of getting access to intranet screenshots: from published reports, by connecting up with other teams, and by attending events.

Published resources

There are two major published resources that are invaluable for intranet teams, and both are end products of annual intranet competitions.

[March article, read the full article]

Visibility and authenticity will transform you business

2011-03-22T16:06:06Z

http://denisewakeman.com/online-visibility/visibility-authenticity-will-transform-your-business/

Google for Non-Profits—Major Project Update Announced

2011-03-17T05:56:19Z

Google is giving a helping hand to those whose everyday job includes lending a helping hand to other people from around the world that suffer from hunger, serious diseases, wars, natural and technological disasters, environmental issues, etc.) Recently Google has quietly released Google for Nonprofits—series of digital tools designed to help a non-profit organization expand [...]

When Wikipedia meets ask Jeeves - Livemint

2011-03-15T16:11:40Z

When Wikipedia meets ask Jeeves
Livemint
The idea of sharing knowledge is certainly not new, and ever since the Internet became a common feature at home and the workplace, this knowledge-sharing has increased dramatically, be it in the form of static content, or dynamic interactions. ...

Knowledge management in the age of social media - O'Reilly Radar

2011-03-16T13:06:26Z

Knowledge management in the age of social media
O'Reilly Radar
The community has prevailed. by Jonathan Reichental, Ph.D. | @reichental | Comments: 2 | 16 March 2011 Knowledge management, which is broadly defined as the identification, retention, effective use, and retirement of institutional insight, ...

LinkedIn starts social news service LinkedIn Today

2011-03-14T08:18:06Z

LinkedIn Today is the latest feature the company is rolling out to make its website more popular as it prepares to go public. The service will let users tap into articles that are being shared by their connections.

LinkedIn Corp. unveiled a social news service Thursday in an effort to broaden its appeal to the more than 90 million people who use the professional network as it prepares to become the first in what is likely to be a string of high-profile social networks going public in coming months.

Are we too obsessed with facebook?

2011-03-13T11:26:19Z

Are we too obsessed with facebook?
http://mashable.com/2011/01/12/obsessed-with-facebook-infographic/

Google Responds to the Japan Earthquake With an Online Crisis Center

2011-03-11T14:21:00Z

Google has reacted to the devastating 8.9 magnitude earthquake that hit Japan on Friday with a tool that helps you find a person or provide information on missing persons. The site also aggregates important resources, maps and other related information.

Google has previously used the Person Finder tool, for example, during the Christchurch earthquake and the Egypt protests.

The Japan earthquake version of the tool currently lists about 5,500 records, but the number is rising quickly as news about the catastrophe spreads around the world. Although the tool can be useful for finding information about a friend or a loved one, Google warns users that it doesn’t review or verify the accuracy of the data. Furthermore, all data entered will be available to the public, as well as viewable and usable by everyone.

Google’s Crisis Center also shows a map of the earthquake, the latest related news and lists link to warning centers, disaster bulletin boards, and train and blackout information.

The Google Crisis Center is available here, but it also shows up on top of searches for “Japan earthquake” and similar phrases. During these times of disaster, it’s good to see Google taking swift action and leveraging its vastly popular search engine to help people cope and find information.

What tools are you using to track the Japan quake? Tell us in the comments.

More About: Google, japan earthquake, Person finder, trending

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Top 7 Ways to Save Time on Twitter

2011-03-12T22:45:15Z

This post originally appeared on the American Express OPEN Forum, where Mashable regularly contributes articles about leveraging social media and technology in small business.

While many small businesses have started using Twitter in their marketing, finding the time to do it right can be a struggle. According to recent research by R2integrated, the number-one barrier to entry into social media for businesses is lack of time and resources.

Here are seven Twitter tricks from the pros that allow you to spend less time on the mechanics and more time engaging.

1. Follow Other People’s Lists

Using Twitter lists is a great way to keep up with what’s happening in your industry and connect with relevant people in an efficient way. And because chances are someone in your industry already went to the trouble of developing a great list of people to follow, there’s no need to recreate the wheel.

You can use a site like Listorious to search for other people’s lists by topic. For example, a boutique clothing merchant could use Listorious to search “fashion” to find lists of fashionable tweeters. Once you’ve identified a comprehensive list, follow the list and also set up a column or running search in your social media tool dedicated to that list’s feed so you don’t miss any tweets. When you find yourself with a few minutes to spare, go back and follow the top people from the list so you can start to build direct connections.

2. Cut Clutter With Microlists

When you’re following more than a few hundred people, your main Twitter feed starts to become more like noise than a conversation, and you’re likely to miss what key influencers are tweeting about… especially if you only have time to check in once or twice a day.

A great way to cut through the clutter is to create your own microlists of key people to follow. For example, I have a list of media, analysts and influencers who are important to my clients running in the center column of my social media dashboard so I can easily stay on top of what they’re tweeting. You can go back through your existing followees and put them into lists, and as you follow new people, simply put them into lists as appropriate. Follow these lists in separate columns to facilitate quick scanning. I’d recommend keeping these lists to no more than 50 people to keep the stream manageable.

3. Automate Routine Processes

While Twitter is a great way to make direct and authentic connections with your customers, there are still many activities that can be automated. For example, some tools, such as SocialOomph, let you send an automated direct message thanking new followers. Ping.fm lets you update your status on Twitter, as well as Facebook, LinkedIn and dozens of other sites, all at the same time from one place.

Another way to fit tweeting into your schedule is to develop tweets in bulk and schedule them to go out later. Many tools are now available that offer this functionality, such as Hootsuite, Tweetdeck and Twaitter. Because most people only check Twitter off and on throughout the day, you can schedule the same or similar tweets to go out over the course of a few days without most people seeing the same thing twice.

4. Follow Keywords and Hashtags

Here’s another time-saving tip: follow keywords and hashtags to easily find relevant content to share. For example, activist blogger @unsuckdcmetro follows the hashtag #wmata (Washington Metro Area Transit Authority) to track real-time tweets about the DC Metro. This allows him to uncover breaking news for his blog and to keep up a steady flow of tweets for his readers without having to spend time searching for content.

I recommend setting up a running search or column in your social media tool on particular terms and hashtags so you can quickly scan for interesting content to retweet and for people to engage with. Some tools will also let you set up alerts to monitor particular keywords and will even periodically e-mail you a digest of the tweets that contain those keywords.

5. Mine Existing Content

If you’ve got a company blog, you’ve likely got a ton of great content that’s only been tweeted out once with a simple headline. Social media consultant David Spark recommends going back through your blog and pulling out good quotes as tweets with a link back to the article, and then scheduling all those tweets over time. You can do the same thing with your news and customer case studies as well. And while you’re at it, why not assign this project to a sharp team member who’s eager to participate in the company’s social media and marketing efforts? You’ll have one less task on your plate.

6. Share Responsibility

Ad hoc projects aren’t the only jobs you can offload. If your business has more than just a few employees, chances are there are several trustworthy people who could actually be tweeting on behalf of the company. Simply come up with a few simple ground rules for tweeting, review the protocol with your team and let them have a go. Supervise the tweets for a week or two to make sure they’re on the right track.

Citrix Online’s @GoToMeeting is a great example of how to do this right. It has multiple people tweeting and includes their initials with each tweet. The Twitter page also features the names and photos of these tweeters. This approach not only distributes responsibility and makes the Twitter conversation more lively, but also gives the company a more human face and personality.

7. Plan Less, Experiment More

Don’t spend ages planning — just start trying new things. Spark suggests that instead of having a one-hour meeting to plan your social media strategy, cancel the meeting and require team members to spend that hour writing a blog post. And instead of having another meeting, spend the next free hour reading the other blog posts, leaving comments and promoting it to your social networks.

How do you save time on Twitter? Let us know in the comments below.

More Business Resources from Mashable:

- 3 Lessons for Keeping Your Social Business Systems Secure
- Why Every Brand Needs an Open API for Developers
- 7 Stellar Examples of Branded Content from the Fashion Industry
- HOW TO: Win the War for the Most Talented Employees
- HOW TO: Use Social Media to Create Better Customer Experiences

Image courtesy of Flickr, MARCOS XOTOKO.

More About: business, small business, twitter

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Wonder, rather than doubt, is the root of knowledge.

2011-02-21T09:05:15Z

Wonder, rather than doubt, is the root of knowledge. -More-

Can “Leaderless Revolutions” Stay Leaderless: Preferential Attachment, Iron Laws and Networks

2011-02-14T15:38:03Z

Many commentators relate the diffuse, somewhat leaderless nature of the uprisings in Egypt and Tunisia (and now spreading elsewhere) with the prominent role social-media-enabled peer-to-peer networks played in these movements. While I remain agnostic but open to the possibility that these movements are more diffuse partially due to the media ecology, it is wrong to assume that open networks “naturally” facilitate “leaderless” or horizontal structures. On the contrary, an examination of dynamics in such networks, and many examples from history, show that such set-ups often quickly evolve into very hierarchical and ossified networks not in spite of, but because of, their initial open nature.

This question has been raised here by David Weinberger who asks the question, and, here, by Charlie Beckett who argues that the diffuse nature of these networks makes them less hierarchical and stronger:

The diffuse, horizontal nature of these movements made them very difficult to break. Their diversity and flexibility gave them an organic strength. They were networks, not organisations.”

I agree and have said before that this was the revolution of a networked public, and as such, not dominated by traditional structures such as political parties or trade-unions (although such organizations played a major role, especially towards the end). I have also written about how this lack of well-defined political structure might be both a weakness and a strength.

A fact little-understood but pertinent to this discussion, however, is that relatively flat networks can quickly generate hierarchical structures even without any attempt at a power grab by emergent leaders or by any organizational, coordinated action. In fact, this often occurs through a perfectly natural process, known as preferential attachment, which is very common to social and other kinds of networks.

In order to understand how this process works, consider the potential mechanisms by which a node in a network grows in importance. Let’s do a short-hand conceptualization and accept the number of followers in a Twitter network as a measure of importance.

Followers may increase through any of the following mechanisms:

1- Random growth: Here, we can assume that everyone gets some number of followers every time they tweet and that it all averages out over time. Nobody has any particular advantage and over time, most everyone acquires some followers, although some more than others. This is analogous to the movement of gas molecules in containers: they all bounce around in a way that is impossible to calculate, but important parameters (like temperature) can be calculated very accurately as averages. Random does not mean without a pattern–this would not mean it all end ups with everyone as equal but rather with a Maxwell-Boltzmann-type distribution. For a fascinating study of how the bulk of the economy (except for the very rich) function in this manner, see this paper by Victor Yakovenko .

2- Meritorious growth: In this model, the better, the more relevant, the more informative your tweets, the more followers you get. Surely, there is a lot of this going on. While this sounds good, it brings us to the next question: how will people know your tweets are so good? One mechanism, of course, is retweets. The number of retweets, however, may depend on how many followers you have to catch and retweet your posts in the first place. This means that those who have a large number of followers end up with an advantage even in terms of being recognized as meritorious. (Recent studies do show that influence is a lot more complicated than number of followers, but we are trying to abstract some basic mechanisms, so this will do for the moment).

3- Preferential attachment: This is the “rich-gets-richer” model, sometimes dubbed the “Matthew Effect” after the biblical saying “For to all those who have, more will be given, and they will have an abundance; but from those who have nothing, even what they have will be taken away.”

In the preferential attachment scenario, the more followers you have, the more followers you will add, ceteris paribus – i.e. even if the merit of your tweets is the same as someone of fewer followers, your followers will grow at a faster rate. Multiple mechanisms can facilitate preferential attachment — this need not be a mere exposure effect but will likely be confounded by a popularity effect. In almost all human processes, already having a high status makes it easier to claim and re-entrench that high-status. Thus, not only will more people see your tweets, they will see you as having the mark of approval of the community as expressed in your follower count.

This third kind of process, defined by preferential-attachment dynamics, tends to give rise to what network scientists call “scale free” networks, which end up exhibiting power-law distributions. (They are scale invariant because they look the same at whatever scale you look at). Sometimes informally-called the 80-20 networks, such networks are very common in multiple natural and social processes and create top-heavy structures in which a few have a lot and most have fairly little. (See this related paper by Yakovenko for an analysis of how the rich really are different than you and me in that their wealth indeed accumulates by power-law dynamics. They really are getting richer because they are rich to begin with).

Many networked structures, including the World Wide Web, have been shown to be such scale free networks (See this paper by Adamic and Huberman in Science for an interesting discussion which also touches upon the merit aspect). More importantly, blogs and other influence-ecologies of the Internet often display such a shape. Here’s what a power-law distribution of blogs looks like from Clay Shirky’s widely-read post on the topic (this is a bit outdated, if anyone wants to generate a new one using Technorati’s top 100, I’ll happily include that one instead):

So, what does all this have to do with revolutions and leaders? A lot, it turns out. Preferential attachment means that a network exhibiting this dynamic can quickly transform from a flat, relatively unhierarchical one to a very hierarchical one – unless strong counter-measures are quickly and firmly employed. It is not enough for the network to start out as relatively flat and it is not enough for the current high-influence people to wish it to remain flat, and it is certainly not enough to assume that widespread use of social media will somehow automatically support and sustain flat and diffuse networks.

On the contrary, influence in the online world can actually spontaneously exhibit even sharper all-or-nothing dynamics compared to the offline world, with everything below a certain threshold becoming increasingly weaker while those who first manage to cross the threshold becoming widely popular. (Imagine Farmville versus hundreds of games nobody plays. In fact, don’t imagine this and read this great study by Jukka-Pekka and Reed-Tsochas that was just published in the Proceedings of the National Academy of Sciences. Turns out that’s exactly how app diffusion on Facebook works).

First, let me say that many late-20^th century uprisings which predate the Internet happened without strong leadership so a “leaderless revolution” is not a new phenomenon. Iran in 1979 did not start as a theocratic movement at all—the despotic and unpopular Shah was overthrown by a broad-based movement including the secular middle-classes, organized labor, communists, etc. Many of the 1989 revolutions did not have strong leadership as they were happening. My initial impression is that the Egyptian and Tunisian uprisings have been even more diffuse and that this is related to the role social media played in facilitating certain kinds of organizing—but I am willing to remain agnostic on that question till we have more data.

However, few revolutions remain leaderless—which is exactly why it is very important to understand that the diffused nature of this revolution is hardly an inoculation against the emergence of this dynamic; in fact, it might even contain the seeds of extreme hierarchy

To try to understand whether this might be happening in Egypt, I used this “infograph” –which is, in fact, visualization of a social network analysis of Twitter users employing the hashtag “Jan 25”—to identify some of the more influential nodes. (In this graph, influence is visualized as size; the bigger, the more influential) Not having the underlying data, I eyeballed the graph and asked my twitter friends for names of Egyptians with an influential social media presence.

Thus, while my final list is somewhat arbitrary, let me assure you that I tried many variations of this top 10 out of the potential few hundred and constantly found the same pattern. In the one I present here, I’ve included male as well as female micro-bloggers, those tweeting in only Arabic as well as those tweeting in English and Arabic and two traditional politicians, Ayman Nour (@ayman_nour) and Mohamed El-Baradei (@ElBaradei). (Baradei was not included in the infograph but I added him due to his obvious importance. I tried to check for other potential figures as well, none were as prominent).

What I found is that @ghonim, or Wael Ghonim, and @ElBaradei, Mohamed El-Baradei, are both definitely showing a different kind of growth-pattern compared to every other person of influence I have tested them against in this portion of the twitter-verse. Of course, you can see this pattern without any quantitative analysis; Ghonim is the one that has been crowned the “leader of the leaderless revolution” by Newsweek and he’s the one who is tweeting about meeting with top generals in the military. Take a look at his and Baradei’s follower growth compared to 10 other top tweeters.

By all accounts, Wael Ghonim deserves an important leadership role. I absolutely do not mean for this post to be taken as a personal assessment of any leader of this nascent revolution. In fact, the point is that it does not matter who they are. Wael Ghonim especially has been careful to talk about how this is a revolution without heroes because so many are heroes—starting, of course, with the hundreds of people who lost their lives. He has dubbed the Egyptian uprising “Revolution 2.0” and has constantly talked about keeping it participatory, especially through the use of social media.

However, Ghonim and other emerging leaders of this revolution would be well-advised to keep in mind that social media not only do not guard against one of the strongest findings of sociology called the “iron law of oligarchy,” they may even facilitate it. The iron law of oligarchy works rather simply. Basically, take an organization. Any organization. Stir a bit. Wait. Not too long. Watch a group of insiders emerge and vigorously defend their turf, and almost always succeed. (Example one could be Western democracies — See work by Robert Michels for more details). Further, revolutions almost always depend upon or create figures who possess what sociologists call charismatic authority. Both of these processes are so widespread in human history that it would be foolish to ever discount them. But to discount them by hoping that social media, as it stands, can provide a strong-counter force would be naïve.

In fact, if anything, it is quite likely that preferential-attachment processes are part of the reason for the rise of oligarchies and charismatic authorities. Ironically, this effect is likely exacerbated in peer-to-peer media where everything is accessible to everybody. Since it is just as easy to look at one person’s twitter feed as another’s, no matter where you are or where the other person is, it is easier to draw more from the total pool and further entrenching an advantage compared to the offline world where there are more barriers to exposure and attachment. Thus, networks which start out as diffuse can and likely will quickly evolve into hierarchies not in spite but because of their open and flat nature.

Disposition is not destiny. In one of my favorite books as a teenager, The Dispossessed, Ursula K. Leguin imagines a utopian colony under harsh conditions and describes their attempts to guard against the rise of such a ossified leadership through multiple mechanisms: rotation of jobs, refusal of titles, attempts to use a language that is based on sharing and utility rather than possession and others. The novel does not resolve if it is all futile but certainly conveys the yearning for a truly egalitarian society.

If the nascent revolutionaries in Egypt are successful in finding ways in which a movement can leverage social media to remain broad-based, diffused and participatory, they will truly help launch a new era beyond their already remarkable achievements. Such a possibility, however, requires a clear understanding of how networks operate and an explicit aversion to naïve or hopeful assumptions about how structures which allow for horizontal congregation will necessarily facilitate a future that is non-hierarchical, horizontal and participatory. Just like the Egyptian revolution was facilitated by digital media but succeeded through the bravery, sacrifice, intelligence and persistence of its people, ensuring a participatory future can only come through hard work as well as the diligent application of thoughtful principles to these new tools and beyond.

It is impossible for a man to begin to learn what he thinks he knows.

2011-02-09T09:07:59Z

It is impossible for a man to begin to learn what he thinks he knows. -More-

Svět IT v příštích letech: děsivé kybernetické útoky i trojrozměrné videokonference

2011-02-09T08:01:00Z

Snižování nákladů, omezené příležitosti pro růst, nízká tolerance k riziku a naopak vysoká snaha o kontrolu. To jsou výzvy, kterým podle analytiků firmy Gartner bude čelit průmysl informačních technologií během příštích pěti let. Obor přesto zaznamená výrazné změny, které budou mít globální dopady. Deník E15 vybral to nejzajímavější z predikcí, se kterými v poslední době přišli experti z Gartneru a IBM.

Why Brands are Becoming Media

2010-02-13T12:32:21Z

Why Brands are Becoming Media
http://mashable.com/2010/02/11/social-objects/

Watching TV Together, Miles Apart

2010-01-04T05:44:48Z

Technology now makes it possible for friends separated by distance to watch TV shows together and then talk about it on Skype.

Consumer trends in 2010, interesting from the Social Media

2010-01-04T12:15:30Z

Consumer trends in 2010, interesting from the Social Media point of view as well...
http://trendwatching.com/briefing/

Crowdsourcing: Is There Wisdom In A Mob?

2010-01-04T10:21:09Z

Crowdsourcing: Is There Wisdom In A Mob?
http://www.forbes.com/2009/12/28/crowdsourcing-att-starbucks-cmo-network-jez-frampton.html