Twittering Meetings

I was talking to a colleague who described a recent meeting between two rather traditional multi-national organisations. On the face of it there was an imbalance in the meeting between the host company who had 6 people in the meeting, and the visitor who only had 4. You would expect therefore that, allowing for individual skill and experience levels, that the hosts would be in the stronger position – being in their own offices and having greater resources available.

In fact the opposite applied. The reason? The visitors were live twitter feeding the meeting back to their colleagues in offices across Europe. So while the hosts were drawing on the 6 people in the room, the visitors were able to draw the experience and knowledge of about 20 people all across Europe.

Now, there are a number of issues raised by this. One is a certain level of politeness, because while the hosts were talking the visitors were busy tapping away on Blackberries sharing information with other people (and no doubt doing other things). This could certainly be seen as rude. But then again I am of a certain generation, and I am told that to people in their 20s this is actually perfectly normal. There is also a question of whether the visitors were paying due attention to the discussion going on around them while they fiddled with their technology.

Another issue is about security, and whether confidential information about a high level meeting was accessible to third parties if they were in some way able to access the feed. An important issue, but one that is increasingly common anyway as use of ICT becomes ever more prevalent.

Certainly the consequence of the meeting was that the visitors were able to draw on evidence not actually available to the people in the room, and were able to have suggestions and ideas tested live by a wide community of people who would be effected by the decisions. In previous times, the decisions would have been made in the room, carved in tablets of stone (or at least memos), and then distributed to the masses. Now the people involved could have an input and course correct the meeting as it happened, without having to take time out from their daily activities. As a result, not only will the decisions made be more robust and tested, they are also more likely to be implemented because the people delivering them have been involved in their construction. Action started the moment the meeting wrapped up, rather than sometime after the minutes were written, circulated and then forced through by the project leader.

Now this is in a staid, traditional industry – not media, ICT or creative industries. As my colleague said, one party was in the 1980s, one party was in the 21st century. There are issues to be worked out, but I think we are going to see a lot more of this style of working. Of course one of the drawbacks is that only the people in the room were able to go on the post meeting celebratory bar crawl….

Training Course Schedule

We are involved in an extensive schedule of training events over the next couple of months.
Firstly, our own Market Research in the Chemical Industry was a great success on Monday 10th May
16th to 20th May I shall be running the Complete Course in Purchasing Management in Cairo for Aztech
26th May I am running an event on Supply2gov for BIP Solutions in Leeds
27th May is an event on the Competitive Dialogue process in Manchester for BIP, repeated 10th June in Birmingham
I shall be running the SME Engagement programme covering Tendering and PQQs on 3rd June in Newcastle, 8th in Manchester, 16th Derby, 17th London, 22nd West midlands, and the 30th in the Black Country. So lots of opportunities to attend those.
As well as those there are a couple of in-house events before we move along to
the European Purchasing Masterclass in Vienna 5th to the 9th July.

I hope to see you at one of these events. For more details, leave a message or drop me a line.

BOGOF

Buy one get one free. Or in this case, enforced. I am currently in week two of a one week holiday in Sharm El Sheikh, courtesy of the Icelandic volcanic eruption. Due back in the office last Friday, I now have no idea of when my family will be able to return. But it could be worse.

The situation created a few thoughts on customer service. This is the sort of thing that sorts good customer service from poor - and the reprocussions will go on for long time.

So, let's look at my personal situation - on holiday with 2 young children and my wife. At totally unexpected event means our flight has been first delayed and then cancelled. What did Thomas Cook do, and what could be improved? (It was mostly good).

Thomas Cook moved us from our all inclusive hotel to another (rather less fancy) all inclusive hotel and are putting us up at their expense on an all inclusive package. Ok, it is not as nice as our just out of sight hotel round the corner, but it is free. A Bogof holiday. We are now here until at least Wednesday, and it is a good resort. All the people from the Manchester flight are now billetted together.

What could have been improved was the initial stages of the crisis when the passengers were considerably better informed than the rep. Thomas Cook, whilst admittedly facing a totally off scale problem, seemed to be a bit slow in getting to grips with the scale of the problem. Thompsons appeared to make the decision that we were staying and not just delayed about 6 hours earlier than Thomas Cook.

Secondly, Thomas Cook made one of the fatal mistakes in communications in setting deadlines for reporting back, and them missing them and extending the deadline by another hour. Clients want certainty. They should either have set longer deadlines or shown more of their thinking at the hourly reporting sessions - that way people could plan their day rather than just hang around the airport.

Thirdly, I was quite surprised at the low tech nature of the interaction - a poor, long suffering rep getting personally slammed by customers who knew more than her. I was thinking that this was perfect for a Twitter feed, and if they took all of our mobile numbers they could have mass texted us every hour or so. As it is the rep would have to text herself, rather than TC.

Interestingly the people on a package have been treated very well, while those who booked flight only have had to pay for their ongoing accommodation and claim it back on insurance, which is a strong incentive to buy a package in future.

Apart from those minor gripes (or opportunities) we have been very well treated, and it is almost like a second holiday. I am itching to be back at work though.

So, learning to date:
1. The world is globally interconnected - even physically
2. Customers often know just as much as sales representatives
3. Make the customers happy and they will come back (we will buy a package from TC again)
4. Use Twitter and texting to keep customers in touch with rapidly changing situations
5. Egypt is very hot.

Ok, the last is not terribly insightful. Time to go.

The outlook from SMEs

I have been running a number of workshops for SMEs in the North and Midlands this month, around Tendering, PQQs and the opportunities from London 2010.
As part of that I have asked how many businesses have seen their turnover increase over the past 12 months, during the recession. More than half indicated that it had, and I would guess about a quarter said turnover went down. That is better than I expected, and certainly better than you would expect if you took the media at face value.

Now this group of businesses is hardly a fully representative sample of the sme community - they are ones prepared to invest time and money in attending seminars about business opportunities and how to improve. So maybe I should expect them to be doing well even in difficult conditions. However they were not insolvency practictioners either, so they have got there despite the economy not because of it.
It made me feel more confident about the strength of the UK Small business sector. I hope that I am right.

SME business, public sector procurement and recession

Last week I ran a couple of sessions for SME businesses on PQQs and Tender writing for public sector contracts. We had over 100 businesses over the 2 sessions (which are running again in Leeds at the end of the month), and they were a lively group with lots of interesting questions and points of views.

Two points stood out for me. The first is the one that I have raised many times before of the need for a standardised PQQ form for all public sector contracts. The OGC template is fine as long as all public sector bodies use it in the same form. Ideally the information would be centrally held, but let's not be too idealistic. But the use of a standard form would be simple and easy.

The second issue is the impact of the recession on company turnovers. It has been a hard year or two for many companies, and turnovers are often down on previous years. There is a concern that this may be a negative for some public sector buyers, who will be worried that the companies are not financially secure. If it is a universal downturn (and it will not be) then everyone will be in the same place, but realistically good companies may also have had a deterioration in their trading position and it may make them look weaker than they really are. The second part of this is that for many contacts there is a requirement that the bidders turnover must be a multiple of the contract value i.e. the contract can make up no more than say 25% of turnover in any one year. If turnover is down, then the value of contracts that a company can bid for will be lower, which will in turn reduce the potential turnover in future. A tricky cycle could be established. It may not be an issue for most companies, but it will surely effect some. A little leighway may be necessary when drafting requirements - when the PQQ and ITT are written it is too late.

Supply The National SME Engagement Programme - Workshop

I shall be delivering 2 seminars on Wednessday 3rd March 2010 on behalf of BiP Solutions. These will cover Effective Tender Writing, and Understanding Pre-Qualification Questionnaires.

The venue is the Stuart Hotel, 119 London Road, Derby. Details are here. The cost is £75+VAT per delegate for each event.

I shall be presenting the same two seminars at the Jury's Inn in Leeds on 24th March 2010. Same price, details are here.

Course: Market Research in the Chemicals Industry

We are due to run the above course on Monday at the Heath in Runcorn.
We have been asked by potential delegates to consider an additional date - 10th May 2010.
If anyone would be interested, please could they let me know. The content and timings would be as advertised, but the venue is not yet fixed.