Blog archive


Jenni Lloyd

NixonMcInnes Board Report: Innovation in May 2012

For our board meeting every month I put together a report on how our internal innovation efforts are going. I shared this report for the first time last month and it was well received, so I thought I’d continue the experiment this month too. Not such a positive report this time either so hopefully it’ll allay any suspicion that we’re only open about the good news.

State of the Innovation Nation: May 2012

At NixonMcInnes, innovation is a process that leads to the creation of things (product/services) that bring value to our community and support our mission.
Our community is made up of ourselves, our clients, our network and the wider world.

the 5 second healthcheck

amber traffic light

(thanks to Flickr user Mark Morgan Squircles for the image)

Why amber?

Because there’s less to report this month and nothing’s been added to the Experiments page for ages

What could we do better?

  • Always – Tell the world, be confident and congratulate ourselves!
  • Use the website to tell the world about the great work you’ve been doing
  • Finish off any innovations previously reported, package them up, tell the company what you’ve done and then add them to the Experiments section of the website:

May’s Innovation highlights:

from Steve

  • Chatter. The first of these is really just some basic housekeeping, an API library to make it easier to use the API. I’ve released this on Github, and announced it on the Chatter developer forum. This appears to be the first API client for Chatter written in Python.
  • The second is a web app, “Mega Chunt, which allows you to update your Chatter status in a number of new ways, via email, IM and SMS. Anyone is able to make use of this app, so long as they have a Google account. I’ve blogged about this, and posted details to the Chatter ideas forum where this very thing was requested.
  • This demonstrates our social technology expertise, and our deep understanding of social business platforms.

From Caz

  • Social Customer Service Barometer. I’ve been working up an idea to market the Academy (and the company’s social customer service offering). It’s a barometer that will rank brands’ social customer service offering according to things such as response times and how long it takes to solve a customer’s problem. Myself, Ross and Steve have a meeting to work on this next week. Watch this space….

From Beth

  • Democratic decision making app. Finally published the app, made code publicly available, and blogged it
screenshot: democratic decision making app

From Clive

  • Neighbourhood Map. I’ve been helping a client to more easily understand the kinds of people in their online community, so they can make smarter quicker decisions about how to interact with them. I had to find a way of classifying online behaviour that was simple enough to be used by a very busy client, yet sophisticated enough to recognise various behaviour types. The solution I came up with was a grid based on two axes – one of positivity vs negativity and one of constructiveness vs unconstructiveness. Each person can then be plotted on a simple grid of four behaviours, accompanied by guidance on how to approach them and how to move them to a more desirable part of the matrix.

So, what do you think? Should I publish this monthly? Is there anything else  you’d like to see included? Do let me know in the comments.

This post was filed under Innovation, Working culture Comments are currently closed.


  1. This motivated me to put the democratic decision making app on to the Experiments page!

    Also, I really like Clive‘s matrix, I’ve just asked him to blog that too.

    Posted 11th June 2012 at 10:29 am | Permalink
  2. Mega Chunt now on the experiments page: — thanks for the prompt! :)

    Posted 13th June 2012 at 1:59 pm | Permalink
  3. tim rabjohns

    Hi Clive,
    interesting article on communities – I’d be interested to know how you measure the positive v’s negative comments – is that all software driven, or with human intervention as well…? It reminds me of some work that Motivequest have done on understanding communities – this slideshare has some useful charts in, I think: thanks Tim

    Posted 15th June 2012 at 11:38 am | Permalink
  4. Hi Tim.

    Thanks for the link to the Motivequest work. It seems to really understand the way different motivations are at play in online communites. I like it.

    Another reference is this slide deck by Get Satisfaction. It’s quirky, and less structured than the Motivequest deck you’ve linked to, but still worth a look:

    The problem with both these documents is that, though they both identify behaviours accurately, they can be fairly dense and impenetrable for anyone new to community management. I want to create something that clients can use as a quick reference – something that can be kept handy on a desktop and referred to quickly and easily by a busy person having to make quick decisions on how best to deal with a wide range of behaviours online.

    I’m currently working on a second version, which I will probably share. Version 2 is likely to include:
    - a shift in language away from classification of people, to classification of their behaviour
    - the use of words rather than numbers to deal with the scoring on the axes. As you point out, the use of numbers hints towards software-measurable sentiment, which is both problematic, and maybe not even desirable.

    When I put version 2 online I’d be grateful for your thoughts.



    Posted 21st June 2012 at 11:01 am | Permalink
  5. Tim (and others): As I mentioned above, I’ve been making further refinements to my ‘Neighbourhood Map’ – and it now has the rather grand title of ‘Community Behaviour Matrix’. Have a look and feel free to share any thoughts on how I’ve put version 2 together:

    Posted 7th August 2012 at 1:06 pm | Permalink