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The Last Lecture

I’m back from our vacation to Haida Gwaii (what used to be the Queen Charlotte Islands) and it was everything we had hoped it would be. The weather was amazing — we had no rain at all, which is a rare event in that area. It’s a pristine wilderness that has to be seen to be appreciated.

I’ll write more about our trip and show you some pictures in another post. I still haven’t made the move from living the adventure to writing about it. I went back to work the day we arrived back and it’s taking awhile to get my head back into an organized life.

When I returned, I noticed that Professor Randy Paush, of The Last Lecture fame, (video here) had passed away on July 25.

Those of you who have heard of him will already be familiar with this video of “The Last Lecture,” but for those who haven’t heard of it (I guess it was a year or more ago that it became such a sensation) will be interested in watching this. There’s also a book version available.

I don’t know much more about Pausch than what I’ve seen from the video and Wikipedia, but it’s a powerful statement about what it means to live, especially when your future is a short one.

I find that vacations do a great job of reducing my thinking down to paying more attention to what I like and not worrying so much about things that are beyond my control. I’m not sure if that’s what the point of Pausch’s lecture was, but it resonates with me. As someone else put it, we should live each day like we’re on holiday.

Howa, Randy Pausch.

Here’s the link to the video.

Off to Haida Gwaii

anvilCove.jpgI haven’t been blogging up a storm lately, but this is to let you know that it will be even lighter than usual for the next few weeks. Heather and I are celebrating 25 years of marriage with a kayak adventure in Haida Gwaii, or the Queen Charlotte Islands, as it used to be called.

We’ll be joining a tour where we stay on board the Anvil Cove at night (that’s it on the right) and spend the days kayaking around the inlets and islands of Moresby Island in the Gwaii Haanas Park/Reserve and Haida Heritage Site. If you want to know more about this amazing place, check out the Parks Canada site.

It’s the trip of a lifetime and we’re very, very excited.

So we’ll be back here in Victoria towards the end of the month and I’ll be posting lots of pics to Flickr and writing about some of the adventures we’re going to have.

Talk to you then…

How to organize the room

I was working at a conference last week, putting together a daily newsletter of what was going on.

The concept was a good one. Each night, we’d put the issue together, featuring highlights of the day’s events and profiles on what was happening the next day, as well as helpful tips about conference stuff, where things were happening, etc.

Once we had things written and approved, we added pictures from the day, then shipped it off to the printer. It was delivered to the hotel around midnight, then a copy was slid under each delegate’s door so they’d have it when they woke up. It was a fun project and well received.

So when I came across this post from Seth Godin, I had some recent context to process it with. And, as usual, his advice about how to physically control the room for a presentation, whether at a meeting or a conference, is based on common sense and his own experience. But no matter how practical the idea, I’m always amazed how often people don’t think about stuff like this.

Here’s an excerpt:

“What does this remind me of?”

That’s the subliminal question that people ask themselves as soon as they walk into a room. If it reminds us of a high school cafeteria, we know how to act. If it’s a bunch of round tables set for a chicken dinner, we know how to act. And if there are row upon row of hotel-type chairs in straight lines, we know how to sit and act glazed.

If it’s a place where we’re used to saying ‘no’, we’re likely to say no. If it’s a place where we’re used to good news or important news or just paying attention, we’ll do that.
You can use this Pavlovian reaction to your advantage, or you can be a victim of it. A non-traditional arrangement can make people sit up and take notice. A rock concert feel is going to raise the energy level of even the skeptics. A circle with no tables makes people feel naked. These are tools, and you get to choose.

If you have to serve lunch, serve lunch. Big round tables, lots of talking. Then have people stand up and go hear the speaker. In a different room, with a different setting, one that works. No one ever heard a speech that changed their lives when sitting around a round table having just eaten a lousy lunch. Mixing the settings serves no purpose, wastes time in the long run and saves very little money.

Do you see that this is just more marketing? You tell a story with where you put the chairs.

Here’s the link to the story.

How do you read stuff online?

There’s a good article over on Slate that I’m recommending you read.

Here’s how it starts:

You’re probably going to read this.

It’s a short paragraph at the top of the page. It’s surrounded by white space. It’s in small type.

To really get your attention, I should write like this:

– Bulleted list

– Occasional use of bold to prevent skimming

– Short sentence fragments

– Explanatory subheads

– No puns

– Did I mention lists?

The article examines the theories of usability guru Jakob Nielsen, who I’ve referred to often in terms of designing good web pages and general net etiquette from a user point of view.

It’s well done and fun to read. And if you’re interested in getting your message across to your readers in the best way possible, you’ll want to read this.

Here’s the link.

A new definition for trailer trash

I’ve been too busy to blog much lately, but I realized that I’d let things go a little too far. Sorry about that. I’ve got a new full-time gig and it’s taking a while to transition from working in a home office to moving back into the 9 to 5 world. Once I settle in, I should get back to the more regular review of all the things that are interesting around me again.

For now, I’m going to keep pointing you to stories I notice that are worth talking about – whether for serious reasons or not.

Today’s pointer is to a delightful story about US First Lady Laura Bush, who has taken to travelling abroad in her own Airstream trailer, conveniently loaded into the back of a military transport plane.

I’m sure that there is probably a rational explanation for this (security, convenience, etc.) but on the face of it, it’s just too silly for words.

Here’s the link.

Take the time to read this story

Someone told me to read this story awhile ago, but as I so often do, I found something else that I considered more important and didn’t get around to it.

This morning, weeks later, I sat down and finally read “The Things That Carried Him,” Chris Jones’ incredible, true story in the May, 2008 issue of Esquire, about an American soldier’s journey home from Iraq – one of nearly 4,000 young soldiers who have been killed since that conflict began.

It’s a remarkable tale. And it’s one of the best pieces of writing I’ve ever read anywhere.

Take the time right now to read it.

Here’s the link.

Creative ways to take care of people

Any of us that have friends or loved ones battling with memory issues (and it seems like all of us are) will appreciate this story.

Rules are one thing – but all too often they’re used as a crutch to get around having to come up with meaningful and workable solutions to problems with caring for people. The rules often overlook the fact that people are “people” – not just items to be catalogued and inventoried.

Here’s the story, which I found on Boing Boing.

A nursing home in Germany built an exact replica of a bus stop in front of the facility. The only difference is that buses never stop there.

“It sounds funny,” said Old Lions Chairman Franz-Josef Goebel, “but it helps. Our members are 84 years-old on average. Their short-term memory hardly works at all, but the long-term memory is still active. They know the green and yellow bus sign and remember that waiting there means they will go home.” The result is that errant patients now wait for their trip home at the bus stop, before quickly forgetting why they were there in the first place. “We will approach them and say that the bus is coming later today and invite them in to the home for a coffee,” said Mr Neureither. “Five minutes later they have completely forgotten they wanted to leave.”

Link

Must read: China's All-Seeing Eye

There’s been a lot of talk about China in recent weeks, especially after the Tibetan protest and crackdown, the subsequent chaotic Torch Relay and the relentless march towards this fall’s Olympic Games. China and everything to do with it is a hot topic.

If you’ve got a few minutes to spare, I highly recommend you sit back and read this fascinating report from Rolling Stone magazine on China’s booming technology industry – especially the parts that are helping to track the movements of every citizen.

Canadian journalist Naomi Klein is a master storyteller and her tale moves from the factories in China right through to the corridors of power in the US and other western countries.

Her message is simple: “With the help of U.S. defense contractors, China is building the prototype for a high-tech police state. It is ready for export.”

Here’s the intro:

Thirty years ago, the city of Shenzhen didn’t exist. Back in those days, it was a string of small fishing villages and collectively run rice paddies, a place of rutted dirt roads and traditional temples. That was before the Communist Party chose it — thanks to its location close to Hong Kong’s port — to be China’s first “special economic zone,” one of only four areas where capitalism would be permitted on a trial basis. The theory behind the experiment was that the “real” China would keep its socialist soul intact while profiting from the private-sector jobs and industrial development created in Shenzhen. The result was a city of pure commerce, undiluted by history or rooted culture — the crack cocaine of capitalism. It was a force so addictive to investors that the Shenzhen experiment quickly expanded, swallowing not just the surrounding Pearl River Delta, which now houses roughly 100,000 factories, but much of the rest of the country as well. Today, Shenzhen is a city of 12.4 million people, and there is a good chance that at least half of everything you own was made here: iPods, laptops, sneakers, flatscreen TVs, cellphones, jeans, maybe your desk chair, possibly your car and almost certainly your printer. Hundreds of luxury condominiums tower over the city; many are more than 40 stories high, topped with three-story penthouses. Newer neighborhoods like Keji Yuan are packed with ostentatiously modern corporate campuses and decadent shopping malls. Rem Koolhaas, Prada’s favorite architect, is building a stock exchange in Shenzhen that looks like it floats — a design intended, he says, to “suggest and illustrate the process of the market.” A still-under-construction superlight subway will soon connect it all at high speed; every car has multiple TV screens broadcasting over a Wi-Fi network. At night, the entire city lights up like a pimped-out Hummer, with each five-star hotel and office tower competing over who can put on the best light show.

Here’s the link to the story.

Glenn Wakefield is home in Victoria

Glenn Wakefield, the Victoria Sailor whose solo circumnavigation was cut short by bad weather near the Falkland Islands, arrived home last weekend, safe at last in the arms of his family.

He’s posted a note of thanks on his website.

Link

Previous Posts about Glenn and the voyage of the Kim Chow:

APRIL 27, 2008
Kim Chow Update
APRIL 27, 2008
Glenn Wakesfield continues his journey despite rollover
FEB 19, 2008
Halfway around the world
JAN 10, 2008
Around the world update
OCT 17, 2007
The voyage of the Kim Chow
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Expedia.ca is sorry that the wait was so long

iStock_000003839435XSmall.jpg

In fact…they were so sorry, the folks at Expedia.ca waited about seven months or so to finally get back to me with an apology.

That seems a tad long, given the nature of my original complaint.

First, a little background. Back in October, 2007, I wrote about my issues with Expedia’s call centre. The gist of it was that I was on hold for hours over the course of a few days without ever getting through to anyone who could help me.

You can read the original post here.

In the days that followed the original post, I added a couple of updates to the story, but the end result was that I never did hear back from anyone at the company.

Until today.

Here’s what showed up in my inbox this morning:

Dear Traveller,

At Expedia.ca, we value your business and want you to know we’re committed to providing you with quality service. We are contacting you because our records show that you contacted our customer support centre and may have experienced a longer than acceptable wait time.

We sincerely regret any inconvenience you experienced. A number of events contributed to long wait times including administrative and system changes compounded by much higher than expected call volumes.

While we know the reasons for the issues will be of little comfort to you, we hope you will accept our apologies. Please be assured that our customer support centre is once again operating to the standards you require and have come to expect from Expedia.ca.

As a way of showing our appreciation for your business, we are offering you a $50.00 electronic voucher to be used for a future Expedia.ca travel booking. This voucher can be used on any flight, Expedia Special Rate hotel, or Build Your Own Package on Expedia.ca. The voucher is valid until March 31, 2009 and can be used for travel completed by December 31, 2009. Full Voucher Rules can be viewed by clicking here.

To deposit this electronic voucher into your account, click on the link below; you may need to sign in before you can save the voucher to your account.

We look forward to helping you with your future travel plans.

Sincerely,

Sean Shannon
Managing Director
Expedia.ca

Note the “Dear Traveller” opening. I suppose it’s a step up from “To Whom It May Concern” but I can’t say it makes me all warm and fuzzy. You know there must have been a big problem (although they haven’t mentioned it to me) when you have to send out form letters to disgruntled customers.

Sorry Sean. I appreciate that you’re a fellow traveller, and the original problem was probably not your fault, but Expedia.ca lost this customer quite awhile ago.

Since the fiasco last year, I’ve used CheapTickets.com several times, with no problems. I haven’t had to call them with a problem, since everything has worked fine. But just for fun, I called their customer service centre and my call was picked up right away. Just like it should be.

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