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    Archive for the 'Web Apps' Category

  1. FOWA Expo exhibit space is now available!

    Our first true expo is now available for booking at The Future of Web Apps.

    We’ve created a great opportunity for any size Web company to gain exposure to our expected 3000 attendees, a 3m x 3m booth is only £2195 and that includes a shell, carpet, electrical and internet connection.

    We also want to encourage any non-profits and .org’s to exhibit for free. If you are a startup looking for exposure, or an established company looking to get in front of a serious enterprise attendee, please contact Andrew Calvo at andrew [at] carsonsystems dot com for more info.

  2. The Figures Behind The Top Web Apps

    img_4368.jpg

    We had our panel today at SXSW and I think it went really well. Read/Write web has a good write-up (thanks guys).
    Feel free to download the slides. There’s tons of interesting financial info.
    Sorry for the short post, but I’m off to the bazillion parties tonight! :)

  3. Make your customers happier with this simple tip

    I got a pretty good beating on the blogosphere :) for my post about handling abusive customers. It was well deserved and I’ve learned my lesson.

    Another important lesson

    In addition to remembering that the customer is always right, the most important thing I’ve learned through doing all the support for DropSend and Amigo is this:

    Make it easy to help your customers.

    Sounds obvious right? Well, believe it or not, it’s the small details that happen during the build of the app, that will determine how easy it’ll be to help your customers.

    Here are some things you should build into your app’s back end in order to make customer service easier:

    Simple search for users accounts

    You will get tons of emails from customers saying things like “Please cancel my account” or “What plan am I using?” or “Can you re-send me my last two invoices?”, etc.

    It’s insane, but I actually have to page through thousands of accounts in DropSend, in order to find someone’s account so I can answer those questions. I can’t do a simple search based on their first/last name or email address.

    Building a simple user account search (name or email address) will allow you to quickly help your customers. If it’s quicker for you, you’re more likely to be helpful to your customer because it takes one minute, instead of ten!

    Allow token gestures of kindness

    There will be plenty of times when a user encounters a bug and they’ll be pissed off.

    You can apologize and promise you’ll fix the bug ASAP, but that won’t really make your customer feel any better. If you can easily do one of the following, it’s likely they’ll forget about their frustrations and they’ll keep using their account:

    1. Give them one free month of service
    2. Refund their last invoice
    3. Give them some extra free usage (ie in DropSend, we can give them an extra 15 files sends for that month)

    If you can’t easily do these things in your app’s backend, you’ll find yourself dragging your heels when it comes to helping your customers.

    For example, if you have to contact your book keeper to refund invoices, instead of simply clicking a button in the app’s backend, you won’t do it as often as you should.

    Reduce that friction

    Making it easier for you to help customers will dramatically improve the quality of your customer service.

    Make sure to spend the extra time on the app’s backend and you’ll see a huge payoff in happy customers!

  4. Diversity - The real issues and what we’re doing about it

    (This is a response to the following posts: Jason Kottke, Anil Dash, Eric Meyer, Tantek Celik, Dori Smith, Shelley Powers, Kimberly Blessing and Virginia DeBolt)

    FOWA was a huge success, based on the following things:

    • I had a large numbers of attendees shake my hand and sincerely thank me for putting on the conference. I think that says a lot about the quality of the conference.
    • We received a large number of emails from folks who said they can’t wait until next year.
    • There are hundreds of positive posts about the event on the blogosphere.
    • We helped people connect with each other by doing the following:
      • Colour-coding badges based on people’s type, i.e. ‘Developer’, Designer’, ‘Investor’, etc (I know this isn’t perfect, but it’s a great start).
      • Allowing people to wear big badges that said either ‘Looking to hire _____’, ‘Need a job’, ‘Want to invest’ and ‘Need investment’. I heard a lot of great stories about how people found jobs and connected because of this.
      • The FOWA Lounge, which attendees can log into and request to meet other attendees (needs improvement but again, it’s a great start).

    We are extremely proud of the event and we feel that we successfully encouraged, inspired and connected the European web app community.

    However, we can always improve.

    Why weren’t there more women speaking?

    Jason Kottke recently pointed out that there isn’t a large percentage of women at web conferences these days, specifically citing FOWA.

    I’d like to set the record straight. FOWA has dramatically improved in the diversity department. Here are the facts:

    • FOWA London 2006: 7 men, 0 women (0% women)
    • FOWA San Francisco 2006: 13 men, 0 women (0% women)
    • FOWA London 2007: 13 men*, 1 woman (7.14%)

    In addition to improving the number of women on stage at FOWA London ‘07, we also had a much more racially diverse speaker line-up than previous events.

    Although 7.14% women isn’t amazing, it’s a definite improvement.

    Frustratingly, Kottke (and several other bloggers) didn’t ask us for the complete story before they posted.

    In fact we invited three women (Kathy Sierra, Gina Bianchini and Tara Hunt). Kathy was behind on her emails and only got back to us one month before the event, at which time all the slots were full. Gina accepted and was billed as speaking but had to cancel at the last minute and (thankfully) Tara could make it.

    If we had gotten all three women we invited, we would’ve had 21.4% women speakers.

    Open Mic Slots

    We specifically made an effort to diversify the speaker line-up by offering something brand new called an ‘Open Mic’ slot. Attendees could pitch their speaking idea and all the attendees could vote on the presentations they wanted to hear.

    There were three slots of 15 minutes each. We had no say in picking these presentations. It was completely up to the attendees who ended up on stage since they voted for their favourite.

    None of the ideas were submitted by women. This was a great opportunity for women in the industry to put themselves forward for a speaking slot. But unfortunately none materialised.

    The next event

    Bleating about the fact that there are no women on stage without offering solutions is counter productive. In the past year we’ve made a big effort to diversify our speakers but we’d still like to improve the number of women on our stage. So here’s what we’re going to do:

    1. Ask for your help. This is an open call for presentation proposals. If you’ve got something exciting to share with FOWA attendees (whether you’re male or female - we don’t care), please add it to the FOWA Writeboard (password: 123) or email me personally (ryan at carsonsystems dot com).Please do not submit cleverly veiled product pitches. They will be ignored. We will however be looking for confident speakers with a clear message to convey to the web application building industry. If that’s you then we want to hear from you.
    2. We’re also going to invite some smart folks to help us put together the program. We’re the first to admit that we’re not perfect - We don’t know everything that is going on in the industry. You may think we’ve snubbed you by not inviting you, but the truth is that we probably haven’t come across you or your work. I’m hoping that by enlisting some smart folks, we’ll be able to cover more options.

    I had a great conversation last night with two very talented female developers. We agreed that one of the major problems with getting more women on stage is that women often don’t promote themselves to conference organisers. If you’re a woman in the web apps industry, and you’re mad talented, please email me. Please don’t assume we know you and are specifically not inviting you. This will be a tremendous help to us in creating a more balanced line-up of speakers.

    You need to deserve to be on stage

    We are going to continue to improve the ratio of women to men at our events.

    However, I want to make it very clear that we’re not going to put anyone on stage that’s shouldn’t be there, no matter what gender or race they are. It would be actually be worse to have women on stage who aren’t qualified, then none at all.

    Of course there are many qualified women, though. So we’re going to keep seeking them out!

    Is lack of diversity the real problem?

    Joe Clark made an excellent point about diversity in the IT industry:

    I am waiting for someone to disprove my contention that the barriers to success in information technology are poverty (can’t afford a computer) and disability (cannot use it), not sex.

    The computer does not have an opinion about whether or not you “are wanted”; women have no barriers in *using computers* for their own purposes.

    Not only do we need to increase the ratio of women to men at conferences, we need to focus on empowering those with disabilities or those in poverty.

    As conference organisers, we can immediately make a difference to those with disabilities by making our site and event more accessible. However, we need your help.

    If you have a disability and you would like to attend FOWA, please email me (ryan at carsonsystems dot com), call me (+44 79688 10 253) or IM me (AIM username: ryanleecarson).

    All of our venues are accessible and we will reserve a special seat for you if you have hearing or sight problems. Regarding the website, we need someone who can go through our site and check it for accessibility problems. If you can help please e-mail me.

    If you have a screen reader, I would love for you to record yourself going through our site so I can actually hear what it’s like.

    I’d also like ideas on how we can make the physical events more accessible. We’ve obviously made sure they’re wheelchair accessible, but if we can do anything else, I would love to know.

    For the record, one of our attendees was almost completely blind. We allowed him to bring a helper to assist him in navigating the conference. I hope to do more of this.

    Get involved!

    Frankly I’m tired of people blogging about this issue and doing little or nothing to fix it. We’re committed to working on this by doing what I’ve stated above.

    I’d like to congratulate Brian Oberkirch on his brilliant idea for increasing diversity. We’re going to donate $2,000 to help start his fund, and we’re excited to see what happens!

    If you’re as passionate about this as we are, be a part of the solution by getting in touch with us and helping make the event better. Don’t be the person on the sideline who just rants and raves.

    Onwards and upwards

    We’re very proud of FOWA. It’s a world-class event with amazing speakers and talented attendees. However, we’d like to keep improving. I hope this post is a positive step in that direction!


    * Jason Kottke said we had 27 speakers at FOWA London ‘07. This isn’t correct. 14 of those speakers were either teaching workshops (which attendees had to pay extra for), were sponsors, or were sat on a panel. They were either not directly chosen by us (sponsors) or they never set foot on the main stage.

  5. Why you need to get rid of your freelance developer ASAP

    If you’re building a web app and you don’t have a lot of cash to play with, you won’t be able to afford a full time developer.

    If you’re a young startup and you can afford a full time developer, you’re probably spending too much money and will quickly go out of business. (This still applies to those who’ve taken funding. Don’t waste your cash on expensive payrolls).

    Ummmm … now what?

    This is a major long term problem and it’s one we’re wrestling with right now at Carson Systems.

    Our two web apps (DropSend and Amigo) were built by two different (and very talented) freelance developers. We got them built quickly for a very affordable price (around £6K each).

    Feel the pain

    When you’ve outgrown your freelance developers, you’ll know it. Trust me. Here’s the dead give away:

    Getting bugs fixed and new features implemented starts taking fricken’ forever.

    So what if you find yourself in this situation, but you still can’t afford a full time developer?

    You’ve got three options:

    1. Figure out how to increase your revenue so you can hire someone
    2. Raise some funding
    3. Go offshore

    We’re taking option #3. DropSend and Amigo don’t really generate enough revenue at this point to justify a full time developer (we could, but it wouldn’t be a wise business decision).

    The problem is that things are stating to take way to long to get fixed.

    So we’ve decided to create a two person team (one full time developer and one part time project manager) in Russia that will work for us full time. Gone are the days of battling our freelancer’s other clients for their time!

    It’s working

    We just started with our Russian team, and you know what? I absolutely love it.

    We were fortunate enough to have friends who already had in-roads in Russia, so they could help us find the right team. This is vital. I don’t think you have a prayer if you hope to go through rent-a-coder or some other 3rd party service.

    You really need someone you can trust, and that can only be done through recommendations.

    So we’ve got a full time developer for a very affordable price. This includes: desk space, hardware, broadband and a little bit of project management by a second person (our developer doesn’t speak fluent English so we go through a project manager).

    Rock and roll. DropSend and Amigo are really going to get a kick up the pants and you should see some great new improvements and bug fixes soon. I can’t wait!

  6. How to deal with abusive customers

    Every once-in-awhile I get a really angry (and slightly abusive) customer support email for DropSend. It’s always tempting to lash back in anger - but it’s never the right thing to do.

    Here is a recent example:

    Refund me the 5 dollars ASAP

    No attempt whatsoever at civility or courtesy. Not even a “Hello” or “To whom it may concern.” Just a one line demand for a refund . To be honest, it didn’t ruffle my feathers at all. I’ve grown a pretty thick skin and have come to accept that people will often say things in email that they would never dream of saying to someone in real life.

    So I just took a deep breath and responded with this:

    Hi XXXXXX,

    I’m sorry, I don’t understand. Why should we refund your money? Did you not mean to upgrade? Have you used your account?

    Kind regards,
    Ryan

    My hope was that he would respond with a story about how he tried the service and it just wasn’t right for him. Every once-in-awhile, we get someone who says “I upgraded and then immediately downgraded as I realized I didn’t need the service any longer. Would you please refund me?” And of course we happily oblige.

    But then I got this one back:

    What the fuck is wrong with you guys?

    I have emailed you guys several times now. REFUND ME ASAP

    Wow, now that’s not nice. Normally when customers ask for support, we happily help out. Even if it’s annoying and time consuming. However, verbal abuse just isn’t cool. So I sent this back:

    XXXXXX,

    We do not tolerate verbal abuse. It was your choice to upgrade and then downgrade immediately. It states clearly that you will be charged for a pro-rata amount of the month.

    If you’re not happy with the service, feel free to cancel at any time. All you have to do is log in to your DropSend account (https://myaccount.dropsend.com/login), go to the “My Account” tab (https://myaccount.dropsend.com/account), scroll to the bottom and click “Please cancel my account”.

    Sincerely,
    Ryan

    I kept my cool and stated the facts. I took the time to explain how he can easily cancel the service if he’s not happy with it. Seemed like a fair way to handle the situation.

    Then I got this zinger:

    I downgraded immediately, because the dropsend application didn’t work for uploading my files.

    Just refund it asap; I don’t have time for this shit.

    And don’t tell me something that I have already done. I want you to REFUND me, not cancel. What part of the word REFUND do you not understand?

    Hrmmmm. So he wants to continue using DropSend, but get a refund for his last invoice. That just isn’t fair and this email exchange is starting to spin out of control. So I responded with this:

    Hi XXXXXX,

    As I said, our policy states very clearly that the charges would be made and you agreed to our terms and conditions by checking the box.

    If you weren’t so abrasive and rude, I would’ve refunded your money - even though we are under *no* legal obligation to do so.

    I am now marking your email address as spam and your communication will no longer get through. If you don’t want to use our service any more, please cancel your account.

    All you have to do is log in to your DropSend account (https://myaccount.dropsend.com/login), go to the “My Account” tab (https://myaccount.dropsend.com/account), scroll to the bottom and click “Please cancel my account”.

    Sincerely,
    Ryan

    Usually I get angry customers emailing me demanding for help. I always respond with a friendly response, doing my best to help them out.

    But every once-in-awhile, you get a customer who is just cruel and really doesn’t want to be helped. In those cases it seems best (to me) to state the facts to them in a professional manner, and move on.

    I actually got sucked into this one a bit too much, but like any fight, it drew me in.

    What are you opinions on this one? How would you have responded?

  7. Built a web app? I need you for an article on TechCrunch.

    I’m going to be writing a five-part series for TechCrunch called “Web Apps 101″.

    I’ve got lots to share, based on our experience building DropSend and Amigo. However, I’d be a fool if I thought I knew it all.

    This is an invitation!

    If you’ve built (or are in the process of building) a web app, I’d like to hear from you. Please answer the following questions (by commenting on this post):

    1. How much did it cost to build your app?
    2. What percentage was spent on each area (Development, Design, Marketing, Legal, etc)?
    3. Did you bootstrap or raise funding?
    4. Are you glad you funded it the way you did, or would you do it differently next time? Why?
    5. What are some lessons you’ve learned that you would like to share?
    6. Are you profitable? If so, how many months did it take to get there?
    7. How many hours per week do you spend on tech support? Who takes care of it?

    I look forward to hearing from you!

    Please remember that anything you write here might end up on TechCrunch, so please double-check your comment before submitting it :)

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