Bruce Sterling gave a talk at Lift09 in France last year called “Shaping Things”. As usual, he gave a fascinating, somewhat stream-of-consciousness talk that managed to connect lots of seemingly disparate topics, from spimes to RFIDs to design to tranaparency to recycling.

His thoughts about tag clouds and industrial design made something click for me. He talked about how tag clouds had such promise, but are now revealing their weaknesses. What happens when the tags/words go away? Or evolve?

He transitioned smoothly from tag clouds into industrial design. Industrial designers make coherent things, and name them. But what about the components of the objects? They need tags too. So we end up with tags, and sub-tags, and sub-sub-tags, until we’re left with an organizational mess.

We need a way to filter and and organize.

The same thing is happening with location-based applications.

Location-based apps are hot as hell these days. They were the app-star of SXSWi this year, and new services are popping up all over the place. Personally, I’m using FourSquare, Gowalla, and Whrrl just to get a sense of what they have to offer.

Yes, checking in with multiple services is a pain, but it’s worth it to me to see how they evolve.

But I see another problem emerging, and that’s filtering. Any time I check in, I’m presented with a list of nearby spots. Gowalla seems to be more precise in locating me, but regardless I’m presented with x places. When the place I’m really at doesn’t show up, it’s another step, and often a slow one, to get it to appear. As often as not I just skip it.

I was at the airport the other day. When I went to check in I found listings for half a dozen gates, several restaurants, the Admirals Club, and specific baggage claim areas. It wouldn’t surprise me to see specific airplane seats and bathroom stalls very soon. During SXSWi, I saw checkins for bathroom lines, bus stops, and specific rooms in restaurants. I even saw someone’s moustache listed as a location, and some lucky friend had checked in. Amusing, for sure, but it makes the services much less useful.

We need a way to filter the locations, and fast, or the apps will become unusable and even more tedious.

The other evening, David Pogue tweeted a request for ideas for new laptop features. This brought to mind something I’ve been wanting for years: an ergonomic keyboard for my Mac laptop.

Several years ago I broke my arm, and was in a cast up to my elbow. The cast prevented me from rotating my wrist to the proper angle for typing on a regular old keyboard. I went out and got a Logitech Ergonomic Keyboard. Not only are the left and right sections of the keyboard angled to a more natural position for your hands, but the keyboard itself isn’t flat — each side angles up a bit toward the middle.

It took a bit of getting used to, but it was perfect for my injured arm. The cast stayed on for 6 weeks, and after I got it off I found returning to a standard, flat keyboard exasperating. I realized I actually typed much faster and much more accurately using the ergonomic keyboard.

These days, I work on a laptop 90% of the time, and the keyboard has been hell on my wrists and arms. Fingerworks offers an interesting keyboard replacement for Mac laptops, but it’s still flat.

I know, I know, I can still use the Logitech keyboard with my laptop, but I don’t want to. I carry my laptop around a lot, and don’t want to carry an external keyboard around as well.

Lately I’ve been drooling over some of the new dual-screen laptops that are showing up on the market. All I can think is, if this is possible, surely an ergonomic laptop keyboard is possible. One that was split in the middle, and could be lifted and angled for comfort.

Come on, all you clever people out there. Make it so!

Crowdsourcing: The Good

Crowdsourcing has been behind some truly great products and initiatives. Wikipedia and Linux are perhaps the best-known, and there are indeed stellar examples of the power of this model.

Other great examples include:

• The Netflix Prize for a 10% improvement on their recommendation engine.
• reCaptcha and their innovative use of the millions of typed words to help digitize old books.
• Foldit invites people to play a game that ultimately results in new protein-folding strategies.
• Microlending companies like Kiva are pooling small amounts of money and loaning it to poor business owners with enouraging results.

Opinions can do well as crowdsourced projects, although I contend people are more likely to supply them when they are bitching rather than raving. Still, reviews and other opinions certainly provide value, and I admit I readily use them when deciding on restaurants, books, and products. Companies like Yelp, Amazon, and Ebay are learning to navigate the intricacies (and legalities) of the relationships between businesses and reviews, making the content even more valuable in the process.

What do all these good examples have in common?

1. There is governance. Although anyone can contribute to Wikipedia, all contributors are not equal. A hierarchy of editors ensures that spam and misinformation are quickly weeded out. It’d be nice to think it’s all perfectly democratic, but it’s not, and it wouldn’t work if it were.
2. Crowds are used to solve problems or to offer commentary, not to determine strategy or any decide critical business issues.

There’s gray area, of course. Most software developers actively solicit feedback for new features and general improvements. Notice, though, that they rarely promise the most popular suggestion will be implemented. The people responsible for the business strategy are wisely learning what their customers want, but they know better than to leave the final decisions to the public. The customer may be good-intentioned, but they just don’t know enough to always be right.

For some excellent crowdsourcing stories and analysis, be sure to read Wikinomics: How Mass Collaboration Changes Everything by Don Tapscott and Anthony D. Williams.

Crowdsourcing: The Bad

Logos. I cringe every time I hear someone brag that they crowdsourced their logo. For one thing I have an intense distaste for doing work on spec. Most logo crowdsourcing sites (as well as contests) do just this — a bunch of designers create a logo for free, getting paid only if the company likes and select it. But logos are critical to the identity of a company. It’s not just a matter of what looks nice on a business card and a website banner. The always-meaty and useful Smashing Magazine ran an article called Vital Tips for Effective Logo Design, accompanied by this graphic. Do you really want to entrust this critical piece of your image to starving artists out there eager to get their hands on your $200? Pay someone what they’re worth and get it done right.

Strategy. No one knows your business as well as you. Get Satisfaction and UserVoice are great for site-based feedback and ideating. Customers/readers make suggestions and vote on their importance, and the companies do with those suggestions what they will. Austin’s own BountyStorm lets companies post questions with a bounty (usually in the $5 – $15 range) for the best idea. Some questions are perfect for this model — creative Valentine’s Day ideas, for example. Some are a bit worrisome — ideas for a first tattoo (Yikes! Isn’t that supposed to be a deeply personal decision?). And some just don’t belong there. There are a ton of people asking for business names, taglines, and marketing strategies. Do they really think they’re going to get what they need from a stranger? For $10?

Crowdsourcing SXSW: The Ugly

And now we come to the issue that drove me to write this post in the first place. Programming at paid conferences should not be crowdsourced. Not even part of it. This will be the ⁶th year SXSW is letting the general public vote on panels, and the 6^th year that attendee complaints have swelled about the quality and selection of that programming. Lots of folks come to town and don’t even bother attending the conference, opting instead for the appropriately crowdsourced BarCamp Austin. Last year at SXSWi some really great panel ideas with excellent panelists never made the cut, while panels presented by often pathetically underprepared heavy hitters filled the schedule. The panel-picker was at least a little easier this year, with the option to vote thumbs up or down rather than assigning a number of stars as a rating.

This approach sounds really good in theory, but what ended up happening last year was would-be panelists filled our Twitter streams with panel pimping promotions and microcelebrity popularity contests, while many deserving panelists truly working at the edge of our industry were left in the dust. Bloggers with 10s or 100s of 1000s of readers ready and willing to vote for their panels crowded out those doing interesting, paradigm-changing work. SXSW is too important to the industry to run it as a popularity contest.

I’m not sure what the best solution is, but I have a few ideas that would improve the SXSW experience..

• Make it clear that there is a committee that is ultimately responsible for the programming. Not just 40% of it. All of it. There should be 2 (preferably divergent) experts in each area of content (coding, architecture, marketing, social media, business, etc.). The committee could be nominated by the public, and chosen by SXSW staff. Or nominated by staff and chosen by the public. Continue to accept panel suggestions from the public, but leave the deciding to the committee.
• Create a SXSW advisory group committed to uncovering and featuring new voices and industry trends. Some of the A-Listers are fantastic presenters. I’m in no way saying they shouldn’t be on the schedule. But there are some amazing thinkers doing cutting-edge work right here in Central Texas. Commit to finding them. Ask the public for suggestions of inspiring speakers they’ve seen in other settings and personally encourage them to submit a panel.

This year’s pimping wasn’t nearly as bad as last year, due in part to a bit of a backlash to the whole system, as you can see by the following Tweets.

What do you think? Is it time for SXSW to change the way they manage programming? How do you think it should be done?

I finally dumped Time Warner. I need Internet connectivity and cable. No phone necessary. I’ve been lusting after AT&T’s Uverse for a while, despite my first-hand knowledge of their even-worse-than-usual remote control/screen UI. I checked into it twice in the past several months, while I still had Time Warner, and was so put off by their confusing website that I gave up.

But now I have to really decide. Their website hasn’t changed. It still tells me I can’t get service at XXXX YYYY St Austin TX., but I can get it at XXXX YYYY Austin TX (without the “St.’). Go figure.

The one change is there’s a “chat now” option, which I took them up on. What a waste of time! It’s a bot. It tries to tell you it’s not a bot, even tosses in a “typo” when you accuse it a second time, but it’s a bot. Short story, after something close to an hour of exploring I still don’t know what I need to order to get what I want from Uverse. I’ve encountered three different prices for what I think are the same bundle of services. Grande may not have as many HD channels but at least I know what I’m getting.

For your amusement, here’s my “conversation” with the AT&T “product specialist”.

AT&T product specialists are happy to assist you with your questions. Click below to begin your live text chat. Chat representatives will not have access to your personal account. This service is provided to you under AT&Ts Terms and Conditions and Privacy Policy.
Welcome to AT&T. My name is Stanley.
Stanley: I will be happy to answer your questions regarding AT&T U-verse products.  To start, could you please tell me what city and state you are located in?
Stanley: We have not heard from you in a while. Do you wish to continue this chat?
you: Austin, TX
Stanley: Thank you for sharing this information and considering AT&T U-verse Services online today.
Stanley: Just to confirm, what U-verse package are you ordering online today?
you: Internet & Cable only – no phone
Stanley: Great choice, however if you place the order with U200 or above package with any inetrnet service online today you will be qualified for $250 cash backs.
you: ok, so you’re a bot, huh?
Stanley: I am not a bot, I am a live personn.
you: you’re definitely not passing the Turing test
Stanley: You just have to provide me the order confirmation number at the completion of your order to offer you the cash backs.
you: I’m trying to decide between Uverse and Grande
you: Just dumped Time Warner
Stanley: I am glad to hear you are considering AT&T as your service provider.
you: I’m looking at the 12Mbps Internet, and HD package for cable
you: come one, say something to show you’re a real person
Stanley: I am sorry, I do not have to prove that, however, I will be happy to assist you with all your questions today?
you: why should I chose you over Grande, given the options I’ve mentioned?
Stanley: The AT&T U-verse works on fibre optic technology & that is the main thing that counts to uninterrupted service with U-verse.
you: so why is it better than Grande?
you: what kind of support turnaround time do you offer?
you: are there any caps on download/upload amounts?
Stanley: I am sorry, I do not have information on grande other than AT&T, I assure you of the best service with AT&T.
Stanley: There are no caps on down or up load speed.
Stanley: There is no contract with AT&T U-Verse service so you can move/cancel your services at any point of time.
you: Tell me more about the $250 cashback
Stanley: You get the cash backs in the form of check.
Stanley: You just have to provide me the order confirmation number at the completion of your order to offer you the cash backs.
you: also… with the HD Tier. Do I have to also order HBO/Showtime to also get them in hi def?
you: Will your techs hook up the DVR for me? (I have a rather complicted [to me] home theater)?
Stanley: In that case, I recommend to place the order with U450 & desired Internet package where you get all the packages included.
Stanley: Yes, Our specially trained customer oriented professional technician would come to your place to install AT&T U-Verse service.
you: no, I don’t need voice
Stanley: Yes, I do know that, however, would you like to place the order now with me to avail all the online promoitions?
you: If I get the HD package, will I get BHO HD? Or do I also need to get the HBO addon
you: you’re totally not clear on what I need, which is why I still think you’re a bot.
you: A pretty damn smart bot, but a bot
Stanley: You get all the packages included wiht U450.
you: I don’t want *all* the packages
Stanley: Just to again inform you, this is not a roboot oops sorry, robot.
you: nice try
you: do I need to order HBO *and* HD service to get HBO in hight def? or is ordering hi def enough?
Stanley: It is enough with HD, however if you select the U450 package you do not require to select any options.
you: I don’t want the U450 package! It’s more than I need. Please just answer the question!
you: If I get the HD package, will I automatically get HBO/Showtime in HD without specifically ordering those extra channels?
Stanley: If you place the order with U200 or U300 you will have to add the HBO & showtime or any desired package while in the order process to have the access for the same & also add the HD.
you: thank you
Stanley: You are most welcome.
you: Can I get 3 TVs, but only 1 with a DVR?
you: nvm, I see that I can
Stanley: Yes, however, you will get the DVR included with the package for free.
you: 1 dvr, + 2 non-dvr receivers?
Stanley: The first receiver comes free with HD capability, and the additional receivers are $7 per month.
you: and first receiver is a dvr?
Stanley: it comes with the DVR for free.
you: ok, realizing build-my-own is more expensive than the U450…
you: U450 includes HBO, Showtime ,etc.?
you: and why, when I remove the phone option, is it more expensive?
Stanley: Yes, if you go with U450 you get all the packages and also the HD access fee included for  just $109 per month.
you: $109 on top of the $178/month?
Stanley: You just have to click on”build your own bundle” & then click on U450, and desired inetrnet package to proceed.
Stanley: Are you able to locate everything fine?
you: ok couple more questions
you: I’m about ready to order :)
you: is the Internet connectivity DSL?
you: and
Stanley: That is not DSL.
Stanley: It works on fibre optic technology.
you: I’m ordering HD premium tier… that means I’ll get HBO/Showtime without having to order those explicitly, right?
you: nvm, I see that it does
you: it’s not DSL
you: cable?
you: oh, you said fiberoptic
you: sorry
you: ok
Stanley: You will have to add the HBO/showtime if you want the access to the that.
you: ok, I’m totally confused
you: now
Stanley: Please don’t use the browser’s back button as it results in website discrepancy.
Stanley: Just to clarify..
you: Here’s what I want – (and nothing more)
Stanley: You will have to add the HBO/showtime to have the access to that package.
you: Internet – I can live with “elite”. Cable – HD, plus HBO/Showtime in HD and on demand.
Stanley: Sure, you can proceed & Let me know, if you have any questions while placing an online order. I am right here to assist you.
you: That’s it/
you: ?
you: really
you: ?
you: you know, I’m a fairly intelligent person. It doesn’t bode well for your service that after all this time I still don’t know what I need to order to get what I want
you: whatever
you: done
you: way to lose a potential customer
Stanley: What more information do you want before placing the online order today?
you: What I’d like is to have contact with a real person
Stanley: By ordering over the phone you will not be eligible for the online rewards and savings. I would hate for you to miss out on the availabilty.
you: You must think your potential customers are idiots
you: Your web site sucks, and your lame attempt to pass off a bot as human tell me I should have nothing to do with you
you: Hello Grande
Stanley: You are just going on , just try to complete the order with selecting the desired package you get the exact prices while in the order process.