That thing I do

I act as a one-person R&D department, helping organisations to research and develop communications, training and new products that their audiences will love.

I specialise in online communication – websites, communities, digital engagement and e-learning.

Why do you do it? Do you love it, or do you just have one of those creepy knacks?

I love it.  I believe that great conversation design is the foundation for success, however you want to measure it;  I love to see communities that hum with discussion, or retail sites that are a pleasure to shop.  I’m constantly looking at good stuff and figuring out what makes it work.

Also, I’ve always been attracted to producing helpful stuff that’s based on good evidence.  When I did my Ph.D, *mumblemumble* years ago, I created a practical test that’s still being used to measure speech perception.  I love to solve problems, but I like to solve them right – using great thinking and good evidence, not just smoke and mirrors.

Who are your customers? What kind of people would need or want what you offer?

I tend to work with medium-sized organisations who have limited marketing or research resources in-house, and moderate budgets.   I work a lot with science-based organisations who need to communicate effectively with non-specialists.   My clients are looking for a partner as much as a supplier: someone who can help them navigate the online world, and leave them ready to move on effectively.

What’s your marketing USP? Why you instead of all the others ?

Everything I produce is practical, enjoyable, and if possible evidence-based.

My background is psychology (experimental psychology and occupational/organisational psychology).      As a result I’m a semi-professional sceptic.   I don’t deal in woo, but I will search out interesting, well-tested ideas from different fields.

I’m passionate about the internet as a force of nature.  Most organisations have a long way to go before they match the verve, passion and sheer know-how of the best amateur users.  I use techniques modelled after natural online groups to help organisations build their online enterprises better.

I’m also hugely committed to getting the customer heard.   Too many organisations seriously underestimate the value of understanding their people, whether those people are customers, users, or staff.

What’s next for you? What’s the big plan?

Right now, I’m really interested in researching the design of complicated interactive systems, such as online learning/teaching and online engagement.   There is some great stuff out there, and once again,  some of the very best is made by amateurs and small organisations.

I’m rewriting this blog, and am planning to offer more frequent updates and more content – new thinking, interesting stuff – as well as observational pieces and rants.

(Originally published on October 5th, and edited for the front page.  Questions are in response to Naomi Dunford from Ittybiz who issued a challenge – for readers to answer her highly upfront and personal questions about ‘what it is you do.’    Preferably with cake.    As I’m currently revising this website and refining The Thing I Do, this seems like a good time to try to answer those questions).