Learning Social Media With Our Learners Revisited: Tweetorientations

March 14, 2014

Less than a year ago, Betty Turpin (librarian at the International School of Stuttgart) was completing a four-week online “Social Media Basics” course I had designed and was facilitating for ALA Editions. Now she is introducing me to innovative uses of the social media tools we explored with her course colleagues.

Betty Turpin

Betty Turpin

Twitter is at the center of a story that should be tremendously inspiring and useful to any trainer-teacher-learner. Betty is maintaining a wonderful Twitter feed (look particularly as the series of tweets that began appearing on February 13, 2014) to help prepare students for participation in a dynamic study-abroad program and project designed to produce concrete results: “planning, managing, and implementing an entirely new school library, and assessing a sustainable automation system in a fully-contained setting” while earning full credit for two courses (“Managing Library Automation Projects” and “Seminar in Information Resources and Services for Special Clienteles”), a promotional flyer confirms. Betty’s use of Twitter also made me aware of what she is doing; we used Twitter for an initial interview about her efforts before moving the conversation into email; and I suspect we’ll both continue using Twitter to post updates as she continues orientation-by-Twitter—an idea I suspect many of us will eagerly look to apply into our own training-teaching-learning efforts.

Her summary via email shows us what has developed:

UNT_Logo“The University of North Texas [UNT], your alma mater as well as mine, has a study abroad program for graduate library students. I participated as a student four years ago in Kyiv, Ukraine. Last year I tagged along to a school in Moscow, Russia, for my own professional development. I graduated from UNT in 2012, but as you might imagine, professional development for English-speaking librarians overseas is a bit hard to come by. This year, I am the sponsoring librarian and the students are coming to work for me at my school in Stuttgart, Germany.  I’ve also arranged for the students to start-up a library at a new international school in Karlovy Vary, CZ.  The school will open its doors with its first students in August, 2014. The library and opening day collection will be put into place by UNT’s Dr. [Barbara] Schultz-Jones, Professor Debby Jennings, and their team of 20 graduate librarians.

“Dr. Schultz-Jones has been running this program for ten years, more or less…When the team started getting themselves organized for this year’s trip, I decided to use a social media platform to help pass on some of the information they might either need or want for their trip.”

International_School_of_Stuttgart_LogoTwitter became Betty’s tool of choice because she saw it as a way to build excitement; as a resource that could be easily managed on a day-to-day basis; and as a conduit to concisely provide valuable tidbits orienting the learners to the International School of Stuttgart, the city and its culture, and general library issues they will need to understand before they dive into their project of creating that new school library in the Czech Republic, she explained.

“Students get overwhelmed thinking abt. an overseas visit. Bits of info at a time work better, hence tweets,” she added via Twitter.

The feed she maintains is charmingly effective. It begins with an invitation to engagement (“Welcome, UNT Student Librarians! Pls follow me. We’ll tweet info., photos, and exciting news from Germany until you are HERE! Tchüß!”); continues with introductions to wonderful resources, including the school’s website and to the Visible Thinking site, to prepare them for the work they are about to begin; and includes tweets designed to facilitate online interactions among the learners themselves. Understanding the value of imagery, she is particularly good at incorporating colorful photographs into those tweets, showing everything from playful images of the people the learners will meet at the school to a picture of one of the chairs available to them. This is a level of orientation so far removed from the deadly-dull introductory information dumps so prevalent in student and workplace learning today that it almost begs to have its own training-teaching-learning nomenclature: Tweetorientations, anyone?

And there’s more: her feed, in addition to nurturing a community of learning, also has the potential to easily be organized into a newly-formatted reusable learning object—perhaps part of a larger custom-designed orientation manual or virtual textbook that could include tips and observations from the learners themselves—if she ultimately decides to collect the entire series into a Storify document or a PDF to be accessed by the UNT students or anyone else interested in Stuttgart and the International School.

For now (as Betty notes), she has a very small number of followers on Twitter. But I suspect that will change when our training-teaching-learning colleagues realize how effectively she is using Twitter. And what a great example she is setting for the rest of us.


Seeking Social Media Clout While Scoring and Losing Klout

September 17, 2013

The San Francisco-based online service Klout purports to provide a score that documents how much influence we have through our online use of social media tools. What it actually deliberately does is lower scores if users do not agree to provide access to secondary (demographic) information in their Facebook accounts. This provides a social-media lesson meriting attention: we need to be diligent about determining what online services offer as opposed to what they claim to offer. And we need to make others aware of what we learn to provide a context for the information that businesses like Klout disseminate.

Klout_logoLet’s be explicit about what we’re seeing here. Klout claims to offer a beneficial service: a tool, that if it were accurate, could offer us an insight into the strengths and weaknesses of our online presence and provide impetus for us to improve what we are doing. Because Klout representatives insist on collecting data including date of birth and what we have liked on Facebook—information ostensibly of more use to Klout’s advertisers than to the process of determining the level of influence we have allegedly achieved online—before they will include accurate information about our levels of online interactions in those scores, I’ve joined those who tried Klout, didn’t like what we saw, and have taken steps to shut down our accounts rather that acquiesce to Klout’s clumsy—and ultimately unnecessary—attempt to bargain access to information for a higher Klout score.

Here’s how it works. Once you start using Klout, you and others can view a score that is supposed to document your levels on online interactions and the influence those interactions suggest. Only after you have used Klout for a while do you start receiving email messages that feel like a low-level dose of blackmail: Klout representatives’ insistence that you start allowing Klout to access additional information in your Facebook account, including “your birthday, work history, education history, current city and likes.” The notes explicitly warn that failure to provide access will result in a lower Klout score because the service will not include any of your Facebook activity that Klout should already have been able to access when you initially connected your Klout and Facebook accounts.

Facebook_logoThere is something more than a bit disingenuous about Klout representatives’ approach to this issue. When I initially added the service to my social media mix, I had no problem using it without having to respond to the sort of one-line agreement that now pops up when Klout directs me to log in to my Klout account via Facebook. (I’ve generally accessed Klout via Twitter.) It was only after using Klout for a few months that I started receiving email messages from Klout informing me that “Recently (emphasis added), our systems haven’t been able to access the Facebook account you’ve linked to Klout. As a result, your Facebook activity is not contributing to your Klout Score right now. You might not have logged into Klout using Facebook in a while. A day after clicking ‘Reconnect’ below, your Facebook activity will contribute to your Klout Score again (emphasis added to confirm that this apparently wasn’t a problem for Klout before now).” The catch is that you can’t “reconnect” without authorizing access to that additional demographic information.

An exchange with a Klout representative yesterday afternoon produced the following inaccurate statement regarding “current permissions”: “The current permissions allow us to access your public profile, friend list, email address, News Feed, birthday, work history, education history, current city and likes.” But that statement contradicts the report that my Facebook activity could no longer be accessed without a new acceptance of what Klout claimed it could already access. Seems to me that Klout’s representatives can’t have it both ways.

What’s interesting about this sort of low-grade online ultimatum is that little of this demographic information is particularly difficult to track down online, but Klout representatives’ admission that the measurement they propose to provide would deliberately be lowered if I didn’t agree to actively provide additional access to information in my Facebook account made me wonder what other “new current permissions” I would be forced to accept down the road. Besides, my Klout score really doesn’t have that much of an impact on what I do; it simply appeared to be another interesting but far-from-essential tool in my efforts to track online successes and failures to improve my ability to reach colleagues, clients, and others who are important to me. Losing Klout will simply provide a bit of additional time to use more credible web analytics tools to make me a more effective user of social media tools.

Wired_Magazine_LogoAnother interesting aspect of Klout’s approach is the range of reactions online writers have expressed in discussing the company’s ability—and inability—to accurately document the online clout that matters. At one extreme is the Wired magazine article published in April 2012 suggesting that a low Klout score can have a significantly negative effect on a person’s opportunity to thrive in our competitive business environment—although the writer does undercut that argument with a concluding admission that “folks with the lowest Klout scores…were the people I paid most attention to.” The suggestion that a Klout score affects employment possibilities certainly contributes to the anxiety some users describe regarding perceptions that their online clout, per their Klout score, is lower than it should and needs to be.

A view from the opposite extreme side of these discussions comes through British author Charles Stross’s characterization of Klout as “something that spreads like herpes and…[is] just as hard to get rid of.” His online post on the topic (under the title “Evil social networks”—Stross obviously isn’t taking a subtle approach) asserts that Klout is “flagrantly in violation of UK data protection law” in terms of how it collects and uses data—very strong and troubling words at a time when the term “online privacy” seems to be an oxymoron and a recent New York Times article confirms that National Security Agency employees have for more than a decade been working to “foil basic safeguards of privacy” on the Internet.

The Wikipedia Klout article appears to provide a balanced introduction to Klout, beginning with a description of the methodology used to produce a score, continuing with a summary of criticism leveled against that methodology, and concluding with a series of references for anyone interested in knowing more about the service and how it works.

What strikes me based on the experiences I’ve had is that Klout appears to play upon its users’ anxieties and insecurities. It starts with an appealing offer to help determine how much online influence we have (or, in a more worrisome way, how ineffective our online efforts might be in reaching those important to us), then takes actions that require we provide access to information in other social media accounts if we want our online activity within those accounts to be accurately reflected in our Klout scores—which then raises the question as to why anyone would rely on scores that are admittedly manipulated.

It’s also worth noting that the scoring system itself is not at all intuitive. Its scale of 1 – 100 would, at a glance, seem to imply that a score of 50 would be in the middle of online influence compared to what others have achieved. Online documentation, however, explains that “The average Klout score is around 20 and a [capital-S] Score [sic] of 50 or above puts you in the 95th percentile of scored users.”

Clout is that valuable commodity that we nurture, maintain, and cherish when we provide something grounded in honest and ethical behavior face to face and online—a commodity that increases as our clients, colleagues, and friends share the work we do and the successes we have. Klout-with a-K is what we’re left with when we agree to support a service that deliberately mismeasures and misrepresents online information if we don’t actively agree to facilitate the gathering of online information that has little to do with capital-C Clout—which is why I’ve decided to lose Klout and share this information with those I help in my role as a social media trainer-teacher-learner.


David Lee King: face2face with Social Media and Social Graces

August 21, 2013

The fact that Facebook has more than 1 billion registered users doesn’t in any way suggest that there are more than 1 billion skilled users of social media tools worldwide. So a book like David Lee King’s face2face: Using Facebook, Twitter, and Other Social Media Tools to Create Great Customer Connections has the potential to upgrade the social skills—and social graces—of those still struggling to improve their online social interactions at the business level David targets…and at a personal level, too.

face2face--coverDavid’s ability to communicate engagingly and well—a skill that attracts many of us to his presentations, his blogging, and to the work he does as Digital Services Director at the Topeka and Shawnee County Public Library—serves readers well in face2face as he dives right in with on-target advice. He starts by reminding us that we need to be human rather than standoffish and mechanical on the Web. We need to listen; respond professionally and as informally as we can to nurture the levels of interaction that accompany successful engagement via social media tools; and think strategically so that our use of videos, blog articles, and other online postings consistently lead us to productive and positive results.

His honesty also helps us understand both the positive and the negative approaches into which so many of us fall in our use of social media. In telling the story of his online interactions with people at what he calls “the Snarky PR Agency”—omitting the company’s name because “they ended up being very professional”—he describes the agency’s initial spam that raised his ire; openly describes his own snarky online response (a tweet about how the agency “mass spammed me hoping I’d review a kids book. Obviously NEVER read my blog, so why would I read your book?”); and after leading us through the series of exchanges they had, notes that there was a positive result: “We ended up having a nice chat about small businesses discovering and using social media. The PR agency turned the conversation around from a negative one to a positive one” (pp. 130-136).

None of this, however, would mean much if face2face didn’t work from a wonderful foundation: helping us understand how to create and nurture community connections that interweave onsite and online interactions rather than viewing them as unrelated activities. He reminds us that Tweetups—face to face meetings of individuals who originally met via Twitter—and numerous other onsite encounters mean that what starts in Twitter (or Facebook or Google+ or any other online setting) doesn’t need to stay in that setting; those of us who attend conferences and other professional gatherings are abundantly aware of how online interactions seamlessly extend into those face-to-face encounters just as relationships that begin face-to-face in conferences, workshops, and other settings become richer, deeper, and unbelievably sustainable through online extensions of those conversations.

Which brings us to the playful foundation of David’s book—the understated yet implicit redefinition of our concepts of what the term face to face means in our onsite-online world. As we read through David’s sections on “business casual,” “where and how to begin,” “measuring success,” and “applying what we’ve learned,” we can’t help but see that effective use of the tools under discussion make us realize we can just as easily be face to face online as we can in the original sense of the term—when we’re onsite with someone.

My own experiences with onsite and online learners convince me that we’re even struggling to have our language catch up with the evolving nature of our interactions in something as simple as defining the first time we meet someone.” Those who remain inexperienced or uncomfortable with online interactions still don’t think of themselves as having “met” someone until they have their first onsite face-to-face encounter. Yet the immediacy of interactions via Skype, Google+ Hangouts, Blackboard Collaborate learning sessions that are well facilitated, and numerous other tools more and more frequently find that the quality and depth of interactions in those settings help us understand that the definition of meeting someone is shifting subtly and inexorably as more and more of us become comfortable with the idea that we’re living and thriving in an onsite-online world. And works like face2face can only help to make that process smoother for anyone who takes the time to read and absorb all that it offers.


Learning Social Media With Our Learners (Pt. 3 of 4): Office Hours in a Google+ Hangout

January 31, 2013

Having twice used a private Facebook group as the platform for virtual office hours over the past couple of weeks, participants in the latest version of the four-week online “Social Media Basics” course I developed with colleagues at ALA Editions went for broke this morning: we used a Google+ Hangout for our latest office hour.

While it was far from perfect, it proved to be a spectacular learning experience for those who wanted the opportunity to create another learning sandbox in a course that has promoted experimentation as a way of becoming comfortable with a few of the numerous social media tools available to us.

Social_Media_BasicsThe experiment—not originally built into the course, but completely in character with the approach we’ve been taking together—was inspired during our second Facebook office hour last week. We had begun discussing how different people were using Google+ Hangouts creatively, and I responded to a question by describing how Samantha Adams Becker (from the New Media Consortium) and I had used Hangouts as the vehicle for blended cross-country presentations on technology in learning. (I was onsite in the San Francisco Bay Area with American Society for Training & Development—ASTD–colleagues, and Samantha came in from her home in New Orleans via the Hangouts.) I also led the virtual office hour participants to the YouTube video of John Butterill’s Virtual Photo Walks via Google+ Hangouts. It was at that moment that one of the participants expressed an interest in conducting our next virtual office hour via a Hangout, and the request picked up momentum through the learners’ own actions.

When I saw that one of the course participants was running with the idea of connecting with a few other learners via a Hangout—an option suggested as a final course activity—I contacted her to ask whether she would like to combine that effort with the proposed office hour and actually facilitate the session herself. She immediately accepted, sent out the invitations both on Google+ and in the class forum (in Moodle), and began preparing for the session. Although I was there to support her during the brief planning stages and while the Hangout was in progress, it really was a learner-driven session with all the ups and downs we expected through that effort.

She and I worked together in advance to craft a rough outline of how the session would proceed, and agreed that part of the success would come from not overly structuring the conversation. She and others exchanged information ahead of time via Google+ and the class forum. She even set up a pre-session sandbox for anyone who wanted to play with the technology before the office hour officially began.

When we logged on at the appointed time, she and the others were fantastic in addressing challenges. The initial Hangout was a bit slow, and screens froze a couple of times, so we decided that she should log out and then come right back in to see if the connection would stabilize. Although the rest of us were able to continue in that original Hangout, she somehow found herself locked out of it, so immediately contacted me, via a separate chat, to see if the entire group could move into a new Hangout. The transition was relatively quick, and we were all in the new, much more successful Hangout, within 10 minutes of the original start time—a great learning experience for those interested in seeing how easy it could be to resolve problems within a new learning environment like a Google+ Hangout.

As was the case with our initial Facebook virtual office hour, we spent another few minutes playing around with the technical side of the event since this was meant to be a learning experience, not a professionally-produced program: helping participants unmute their microphones, establishing an understanding of how to effectively use the chat function, and even finding a way to allow one struggling participant to view the session through a live feed via YouTube. By the time we were a quarter of the way through our hour-long session, we had moved away from discussions of how to operate within a Hangout and were already discussing topics germane to the work we were doing in “Social Media Basics.”

None of us expects to win any awards for production values or content from that first experiment, but we all walked away with something far more important: the memory of an engaging online session that made everyone feel as if we had finally “met” in the course because we had that virtual face-to-face experience, and lots of ideas about how the experience could quickly be replicated in our own workspaces to the benefit of those we serve.

And if that isn’t at the heart of successful learning in our onsite-online world, then I’m not quite sure what is.

N.B.: Heartfelt thanks to the staff of the New Media Consortium for introducing me to John Butterill’s Virtual Photo Walks through the work Advisory Board members did on the 2013 Horizon Report Higher Education Edition.


The Well-Connected Community: Attending Conferences with Genetically-Enabled Foursquare

January 30, 2013

Foursquare—that lovely social media tool that helps make us aware, through geotagging capabilities, of how physically close we are to those we might not otherwise encounter—seems as if it would be a uniquely valuable tool for those of us attending conferences and trying to catch up to colleagues from across the country or around the world.

ALA_Midwinter_2013The idea that our mobile devices could take the initiative in providing us with information we hadn’t yet thought to actively solicit—e.g., finding out, through notifications, who among our friends and colleagues is nearby—is something that David Weinberger and Nova Spivack referred to as being a part of Web 3.0 in January 2009 during a presentation at an American Library Association presentation in Denver. In positing a Web 3.0 world in which our devices would alert us before we asked for the information, the two presenters clearly evoked a wide range of reactions during that session. Some people were clearly fascinated and excited by the prospect, while some of us appeared ready to crawl under the nearest rock and whimper about the loss of privacy and anonymity. Most fascinating to me, at the time, was the discovery a few days later that the sort of service Weinberger and Spivack were predicting as an innovation on its way was already in use; a quick online search today confirmed that Foursquare itself was created within months of Weinberger and Spivack’s presentation. Furthermore, one of its predecessors (Dodgeball) preceded the prediction by nearly nine years—once again proving how hard it is to be a futurist in a world where the future seems to have unfolded before we even have a chance to predict it.

nmc.logo.cmykFoursquare came back to mind during my recent participation in the New Media Consortium (NMC) Horizon Project Summit on “The Future of Education” in Austin, Texas and the American Library Association (ALA) 2013 Midwinter meeting in Seattle over a seven-day period. Although there was no need for anything like Foursquare at the NMC conference—all 100 participants were staying in the same wonderful resort outside of Austin and spending our days in one beautifully accommodating meeting room—one could argue that the ALA conference, with thousands of participants bouncing back and forth between meeting rooms in the convention center in Seattle and also staying in a wide range of hotels throughout downtown Seattle, was prime Foursquare turf.

And yet I never once thought about signing up for or using Foursquare to expedite connections. From the moment I stepped onsite into Seattle’s enormous Washington State Convention Center, I began running into exactly the colleagues I hoped to see. Within my first hour there on a Friday afternoon, I had settled into a conversation in a lounge area with a colleague from Nashville. We were joined, intermittently, by colleagues from California, Chicago, and many other places. Walking the large exhibits area early that evening, I had opportunities to talk with colleagues from San Francisco, Los Angeles, Seattle, Dublin (Ohio), Chicago, Orlando, and many other places. In fact, a colleague I initially met earlier in the week at the NMC summit in Austin was there in Seattle, and it turned out she was sharing a room with a colleague with whom I serve on an ALA committee. (I’m left wondering whether Foursquare could have alerted me to that particular connection.) I capped off the evening with my one planned encounter: dinner with a colleague who recently left Georgia to accept a wonderful new position in Cleveland.

I suspect it’s not necessary to drag this out with an hour-by-hour description of all the similar encounters I had throughout the day on Saturday, but it’s worth noting that when I found myself unexpectedly with a completely unscheduled 90-minute block of time Sunday morning, I ran into a cherished colleague—Peggy Barber—who never manages to leave me less than completely energized by her descriptions of the projects she currently is completing. We decided to take advantage of that opportunity to go to a nearby independent coffee shop—the Caffe Ladro outlet at 801 Pine Street—that had been recommended by Seattle residents so we would have some uninterrupted time for conversation. And you surely know what came next: we ended up sitting next to a couple of other conference attendees who were close associates of a colleague from Florida.

That’s when I had another moment of revelation: neither Peggy nor I are drawn to Foursquare because we somehow have a genetically-enabled version of the product deeply embedded in our DNA.

I’m not saying I’ll never try Foursquare. But for now, it seems redundant in a world where the simple act of showing up puts me in contact with those I most cherish and who, in turn, make me glad that our incredibly connected onsite-online world somehow manages to place us in exactly the right location at exactly the right time to sustain our various communities of learning and communities of practice.


Learning Social Media With Our Learners (Pt. 2 of 4): Office Hours in Facebook

January 17, 2013

The concept of office hours in an online course took an interesting twist this morning as several participants in the latest version of the four-week online “Social Media Basics” course I developed with colleagues at ALA Editions joined me in our course Facebook discussion group for a spirited hour-long exchange.

Social_Media_BasicsOur experimental session was predicated on the idea that, within the safety of a private Facebook group, we could hold a live online office hour which would simultaneously let us explore current course challenges while also seeing how one of the social media tools we are exploring can be useful to us long after the course ends.

It succeeded beyond our wildest dreams—with plenty of unexpected challenges coming up along the way.

I initially suggested that, to facilitate discussion while also producing a reviewable transcript, we establish a discussion posting within the group, and that everyone participate by responding within that thread by hitting Comment. The plan was that any course participant wanting to review the discussion later could simply read the comments in the order they were posted within that private Facebook group setting.

We quickly found ourselves split a bit when one of the learners responded using the chat function. At that point, we had two simultaneous and not-at-all synchronized discussions going, so we moved everything into the chat for the remainder of the online office hour. After making it past the not-unexpected questions about how to monitor and respond to a chat feed that seemed to be traveling very close to the speed of light, the learners seem to adjust to the pace.

The magic moment of learning came when we stopped focusing on the tool and became immersed in a variety of topics about Facebook and social media in general. The current learners started driving the conversation as I stepped back, and they were further encouraged by the presence of a learner from a previous offering of the course since that returning member of our course learning community was able not only to provide useful resources, but also offer the perspective of someone who less than half a year ago had been learning what they are currently learning, and has now integrated the use of social media tools into the work she does.

When she offered to—and actually did—post a link to a copy of the social media policy developed at her library, there wasn’t a learner in the group who didn’t see that we were far beyond the stereotypical view of Facebook as little more than a place for friends and acquaintances  to post ephemera. This was a social media tool with practical application to each learner’s workplace; they seemed to be finding it easy to master through their use of it in that virtual office hour space; and they saw that the exchanges with one of their course predecessors provided a great example of how social media tools extend their contact with valuable colleagues who might otherwise not be accessible to them.

The story wouldn’t be complete, however, without a frank admission that there was still a bit of learning for me to complete. Since we hadn’t ended up with the accessible transcript I wanted for participants and for others who are enrolled in the course but couldn’t attend the live version, I spent a little time trying to find a way to create that accessible record for them. There were several interesting options documented on various online sites, but they seemed too complicated for learners in a social media basics course, so I looked for a simple way that would require little more than familiarity with the basic tools available within the discussion group itself. The obvious choice was to click on the Messages option in the left-hand column of a Facebook page, and then look for the chat. Trial and error showed that a couple of additional steps were necessary:

  • Once I had clicked on Messages and moved into my Inbox, I used the Search box near the upper left-hand corner of that page to locate one of the chat participants. This, unfortunately, only produced part of the chat transcript—turns out she had only been present for the final 10 minutes of the discussion, so that’s what was archived from that search.
  • Identifying one of the participants who had been present from start to finish, I repeated the search by using that learner’s name. That produced a copy of the entire archived document, ready to be read and preserved.
  • To produce the transcript in a way that could be shared with all course participants, I highlighted the entire text contained within the chat transcript, copied it, pasted it into a Word document, and saved it as a PDF. That version, shared only with course participants, became a course learning object that the learners themselves helped create, and will serve as a resource for them as long as they care to use it—as soon as I post it within our official course bulletin board (outside of Facebook, within Moodle).

The final icing on this particular learning cake is that I’m documenting our experiment in this blog posting so the learners themselves can see how activities in one social media platform extend into another in ways that keep the conversation—and the learning—going far beyond what occurred in any one social media interaction, and can draw a larger group into our ever-expanding community of learners.


Social Learning Centers and the Intersection at 39,000 Feet

September 18, 2012

I’m sitting next to Rob, someone I met a couple of hours ago at the beginning of an American Airlines flight from San Francisco to Dallas-Fort Worth Airport this afternoon. We’ve been talking about the work he does on data protection and retention and the training-teaching-learning work I do in helping people learn to creatively incorporate technology into their workplaces. And we’re having an extended Intersection moment—the Intersection being that phenomenon described by Frans Johansson in his book The Medici Effect, about how when people from different backgrounds briefly come together and share ideas, they walk away with more than they ever would have developed on their own.

Our meandering conversation is punctuated by periods of silence during which we return to reading material we brought with us on the flight—he on his Kindle, me within the pages of printed books and magazines. And each time we resume our conversation, we learn something new. Rob, for example, learns a bit about social learning as well as about how different contemporary libraries are from those he used to frequent. And I, a moment ago, learned about BookShout!, which Rob pointed out to me after finding it described in the inflight magazine he is continuing to browse.

BookShout!, it turns out, is a new social media offering for readers interested in sharing comments online as they read books together. Having been introduced to the marketplace earlier this year by Founder and CEO Jason Illian, VP of Technology Rick Chatham, and VP of Creative and User Experience Josh Stone, according to the inflight magazine article (American Way, September 15, 2012), the service is already accessible through its website and an Apple app for iPhones and iPads; an Android version is scheduled to come out in October 2012.

Users of BookShout!, Illian notes in an online interview, can have their online discussions in groups as small or as large as they want them to be. First-time visitors to BookShout!’s Google+ site or company website will quickly spot the service’s roots in promoting discussions of Christian literature, but a bit of exploration shows that this is a site with aspirations to provide discussions about books from a wide and wonderfully diverse range of subjects.

And that’s what makes Rob point the article out to me.

“I bet this could be useful in online learning,” he observes, already having gathered from our conversation how immersed I am in creative approaches to training-teaching-learning.

“It’s as if we have our own temporary social learning center right here on this plane,” I blurt out as I realize what is happening.

For in the space of less than two hours, we have met, talked, found enough common ground to have more than a passing grasp of each other’s interests, and we’re already sharing information with each other in the midst of the Intersection.

Whether our social learning center will continue online via LinkedIn or some other social media tool after we land at the airport and part ways remains to be seen. But the learning that occurred, in true Intersection fashion, is already on its way to being disseminated. Through presentations a colleague and I are doing two days from now on social learning centers. And through this article you are reading. Welcome to the Intersection and a budding social learning center. Let’s see where this can take us.


Social Media Basics: Hackers, Heartbreak, and the Need for Digital Literacy

August 17, 2012

Those of us who use social media tools know that we will eventually have our accounts hacked/hijacked; I see examples of it on a nearly daily basis. That doesn’t mean we have to sink into despair and assume that resistance is futile, but it does mean that we need to take as many precautions as we can to avoid the account-hijackers and have solid backup and recovery plans in place, as I was reminded again a few times this week.

The wake-up call, for me, came when I checked my Twitter account one morning and discovered that spammy direct messages neither of us wrote were going out to many of my followers and a colleague’s followers. Because the hijacker spreading the virus that provided access to our accounts was more annoying than destructive, we were able to quickly re-establish control over our accounts by changing our passwords, but we both recognized that it could have been worse. Much worse. As was made heartachingly clear through compelling, thorough, and chilling descriptions (“How Apple and Amazon Security Flaws Led to My Epic Hacking” and “How I Resurrected My Digital Life After an Epic Hacking” ) by Wired senior writer Mat Honan about how hackers not only took over his accounts, but also came close to permanently destroying a variety of deeply and uniquely personal files and photographs.

It’s well worth comparing what happened to my colleague and to me with what happened to Honan since we can walk away with not only with extremely useful information but also with a big-picture view of where we need to be going in a world where a relatively small number of incredibly irresponsible people with an alarming lack of social empathy are taking us.

In the situation I faced, the hijacker caught me in a moment of weakness via a scam that has been floating around for at least a year. The tweet that caused the breech arrived at a moment when I had just been involved in a video promoting a lovely project; that tweet came from a close colleague, contained the question “What are you doing in this viddeoo?”, and included a link back to the alleged video. Wanting to be sure she was referring to the video I had helped produce, I clicked on the link, waited for the video to load, and when it didn’t load, sent her a message to confirm that she was referring to the video I had done. Only later did I realize that the reason the video didn’t load was that the act of clicking on the link opened my account to the hijacker/spammer.

Two reminders of what I should and normally would have done upon receiving a questionable message: wondered why a meticulous colleague would have so terribly misspelled the word “video,” and written to her before, not after, clicking on the link

Even better—and a practice a usually follow—would have been to have deleted the initial questionable note that allegedly was from her, contacted her to thank her for the comment (which would have triggered a response alerting both of us that her account had been hijacked and used to send that “viddeoo” message/virus to me); and done a quick online search that would have turned up information about the “viddeoo” scam.

Instead, I spent much of the next day thanking colleagues who cared enough to let me know that my account was generating similarly spammy messages about viddeoos, being grateful that they cared enough to alert me in case I hadn’t been aware of the problem, and rhetorically asking myself what it would take for me to be able once again to balance caution with paranoia in dealing with any message that was in the slightest way out of the ordinary and, therefore, potentially posed a threat to my social media presence.

Which takes us to Mat Honan’s story. As is clear to anyone who reads the Wired articles—and I would highly recommend them to everyone for reasons I’m about to make abundantly clear—Honan does us a tremendous favor by showing how, in the space of a few minutes, he went from being a highly visible and well-respected user of social media to someone whose online and personal life was devastatingly compromised. His iPhone, iPad, MacBook were wiped clean, meaning unique content he had not backed up appeared to be completely irrecoverable. Access to a variety of online resources (banking and file storage, among other things) was tremendously compromised. And, as he explains in a compelling follow-up video interview—also now high on my list of required resources in the digital age—he experienced the sort of emotional toll that an attack like this takes upon any of us.

And here’s where the story takes an even more deeply important turn: once he started openly discussing what had happened to him, one of the perpetrators of the digital attack—a nineteen year old male—contacted Honan and eventually quite openly answered a series of questions that not only established how he and at least one partner (who also contacted Honan) had managed to cause the writer so much grief, but made it abundantly clear how emotionally removed he was from the pain his actions caused. Which goes a long way in answering what had previously appeared to be a maddeningly baffling question for many of us: what are these people thinking? (Let’s let Honan provide that answer, via his articles, rather than trying to poorly capture the disturbing lack of social accountability and connectedness the story provides.)

As I look back on what my colleague and I (and many others) have experienced and think about the intentional harm hackers/hijackers cause, I’m haunted by the pain that clearly shows on Honan’s face in the video interview and the emotional impact the words in his article carry. It makes me think about a theme I consistently see in in tech, training, and educational circles—the need for digital literacy. And it makes me think that digital literacy is not just about knowing how to effectively use digital resources, but also how to responsibly use them. It shocks me that we might literally have to confront people with visceral displays like Honan’s to make them understand what their actions cause—which is what happened with Honan’s 19-year-old hacker once Honan explained the personal losses the hacker had caused. But then again, we all seem to have an incredible ability to at some level distance ourselves from the pain of others until confronted with first-hand experience of that pain, so it appears that our training-teaching-learning efforts needs to start early. Be reinforced regularly. And be vigilantly pursued if we want to limit the possibility of more hacker/hijackers unthinkingly hurting members of the greater extended community of which they—and we—are members.


Social Media Feast and Fast: Disconnecting for a Day

July 20, 2012

I was feeling wired in the best and worst of all possible ways after feasting on nonstop, extremely intense face-to-face and online contact with colleagues at American Society for Training & Development (ASTD) and American Library Association (ALA) conferences recently.

The cumulative effect was wonderfully alarming—or alarmingly wonderful, depending on your own attitudes toward social media tools. The positive result was that engaging with colleagues face to face and via Twitter backchannels created a remarkably rewarding level of engagement. The worrisome part was that the nonstop engagement created a social media/digital equivalent of delirium tremens in the days immediately following each conference.

Some of the contradictory responses should not, in retrospect, have been difficult to anticipate. I did, after all, move without any sort of conscious transition into dawn-to-dark social media immersion from a routine habit of spending an hour or less each day engaged with others through Twitter, Google+, LinkedIn, and Facebook; the exception to my usual habits generally comes in the form of a weekly or biweekly engagement in a formal online discussion session, e.g., a tweet chat, or through the act of live-tweeting an event for colleagues who cannot be present.

The conference interactions turned those patterns completely on their virtual heads. Conference days generally began with a quick skim, on the screen of my laptop, of the conference backchannel feeds via TweetDeck; this helped me spot last-minute announcements regarding events I didn’t want to miss, or summaries of presentations and discussions I wasn’t able to attend. Then I would skim a (print) copy of a newspaper before switching over to a mobile device (in this case, a Samsung Galaxy tablet)  to keep up with the various feeds throughout the day. I would turn back to my laptop when I was live-tweeting events I was attending or writing blog postings late each evening.

As I’ve written elsewhere, the level of engagement was spectacular; the combined online and face-to-face contacts produced connections I otherwise would have never made. But the predictable crash was quick to come in the days immediately following each conference. I found myself compulsively continuing to follow the backchannel post-conference feeds via my tablet. Craving and missing the obvious social media buzz that comes from that level of stimulation. And feeling as if the transition from conference routines back to normal day-to-day routines was not happening as naturally as it had in the past.

When I found myself feeling that way after returning from the second conference, I began thinking about University of San Francisco associate professor of media studies and environmental studies David Silver’s recent summary of a digital fast experiment. Silver’s engaging presentation at the San Francisco Public Library under the auspices of BayNet (the Bay Area Library & Information Network) in May 2012 made many of us think about our own online practices as he described how he had encouraged a group of 80 digital natives to go without any electronic or digital media as long as they could—in essence, to “remain logged off until it becomes dangerous, impossible, or unbearable.”

The student who maintained the fast for the shortest period of time gave up after only a few hours. The person who lasted longest went all of three and a half days. Some of the participants’ observations were funny—one wanted to know how to take a bus without an iPhone and then what to do while on the bus with no digital distractions. Another concluded that it was impossible to work out at a gym without music. A third participant reported staring at a pizza for lack of anything else to do over a meal. Some participants’ observations were poignant—their friends who continued texting acted as if they had stepped out of the room by not being equally engaged in online conversations, and one reported that it was “weird to be stuck in my mind…I didn’t like it.”

Armed with memories of those observations and recognizing that I needed my own digital fast, I set aside a Saturday recently when no one was expecting me to work. I could actually feel my body and my thoughts relaxing as I opened the pages of a book that morning and slowly relished the joy of slowly absorbing thoughts from printed sources rather than feeling as if I had to race from tweet to tweet. Brunch with my wife was a relaxing and invigorating combination of conversation and time spent skimming that day’s edition of The New York Times—in its printed format. A walk through parts of San Francisco that afternoon gave us time to talk as well as simply take things in, and dinner in the relative silence of our home—no television, CD player, or radio providing distractions—led to a quiet evening without interruptions.

Beginning the fast with the intention of letting it run from midnight to midnight, I actually was in no rush to check for messages the following (Sunday) morning, so the fast actually continued well into the afternoon. By the time I wandered back to briefly check for phone messages—nothing pressing there—and online contacts, I realized I had accomplished what I set out to do. Set the virtual world aside for an all-too brief retreat. Slowed myself down significantly. And managed to break the compulsive need to monitor those post-conference backchannels and other online enticements. So I’m back to normal patterns of online interactions. And apparently none the worse for wear.


ASTD International Conference 2012: Cliff Atkinson, the Backchannel, and Many Happy Returns

May 18, 2012

I already had quite a few friends and colleagues in the world of training-teaching-learning a couple of weeks ago. Now the social fabric that sustains me has grown quite substantially. Let’s credit the backchannel for this change. Then think about what that backchannel could mean to you and all you serve.

Seeing dynamically interactive online extensions of the American Society for Training & Development (ASTD) 2012 International Conference & Exposition Twitter backchannel in the week since the conference ended provides all of us with yet another example of how blended the world has become for trainer-teacher-learners. How quickly we are informally and quite naturally developing the sort of blended onsite-online social learning center/fourth places colleagues and I have been exploring. And how the interactions we have at conferences no longer start and end with physical onsite arrivals and departure.

As is the case with any form of effective training-teaching-learning, those conference interactions flourish through planning before the learning event/conference begins (someone has to create the Twitter hashtag that draws us all together); active participation during the event (the more you give, the more you receive); and sustainable long-term attention that continues far beyond the days a learning opportunity/conference brings us all together (following and contributing to the backchannel after the conference ends keeps this virtual social learning center alive and vibrant).

And discovering Cliff Atkinson’s The Backchannel: How Audiences Are Using Twitter and Social Media and Changing Presentations Forever as I was beginning to resurface a bit from the ASTD conference backchannel (#ASTD2012) a few days ago tells me that the best is yet to come in terms of where backchannels deliver on the promises they are offering.

An effective backchannel, as I wrote in an earlier article, works at many levels. It connects those who might otherwise be separated by the smallest as well as the largest of physical distances. It fosters a form of  mobile learning (m-learning) in that what we’re learning is disseminated to an even larger group of learners. It is increasingly providing a delightfully accessible tool that can as easily facilitate and augment the learning process in academic settings as it can in workplace learning and performance (staff training) endeavors.

On the other hand, it carries the potential to completely disrupt a presenter-teacher-trainer’s presentation. This is where Atkinson’s book on the backchannel comes into play invaluably. A guide every bit as appealing and potentially influential in the world of backchannel learning as his Beyond Bullet Points remains for onsite-online presentations, The Backchannel entices us into the subject immediately through a chapter carrying the title “Why Are You Calling Me a #@*% on Twitter?” and helps us see how a tweeter with a large following (nearly 15,000 people as I’m writing this) and a well-known presenter clashed quite publicly when the presenter saw the tweeter’s note with her derogatory remark about him. (For the record, she called him “a total dick,” and he decided to confront her face-to-face, while the presentation was still underway, by asking “What…what is my dickiness?”)

If you already sense that Atkinson’s mastery of storytelling and training is a wonderful talent to see in action, you’re well on the way to understanding that his book has something for each of us regardless of whether we’re new to the backchannel or already fairly comfortable in that rapidly-flowing stream of words and thoughts and resources. He shows us how to join a backchannel. Entertainingly reviews the rewards and risks of backchannel engagement with copious amounts of screenshots to lead us down that path. Offers presentation tips to make us more effective in our use of Twitter and its backchannels. And leads us through the process of effectively dealing with those dreaded-yet-inevitable moments when a backchannel becomes dangerous.

By the time we finish racing through this book and absorbing what we can—I suspect I’ll be rereading this one at least a few times— we’re far more comfortable with and appreciative of all that backchannels offer, and much more aware of how to be effective and civil members of the Twitterverse and its various interconnected streams. We’re richer for having explored and reflected upon the online resources supporting the book, e.g., his “Negotiating a Backchannel Agreement.” And we’re appreciative for what our own levels of involvement in backchannels returns to us.

Through the #ASTD2012 backchannel and subsequent online interactions including the #lrnchat session on May 17, 2012 , I came away from a conference with 9,000 attendees much richer at a deeply personal and professional level than I was two weeks ago. Through their confrontation and subsequent discussion, the tweeter and the presenter in Atkinson’s book walked away with their differences resolved. And you—yes, you—may end up finding your own rewards and satisfactions there the moment you are prepared to take the plunge into the backchannel/The Backchannel.


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