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Monthly Archives: February 2009

massimo-2

I’ve been caught by this wonderful story on the always delightful Design Observer.

Referencing “the kindness of strangers,” Jessica Helfand recalls the power and influence of simple, unexpected, generous communications.

What really caught me is the power–that is, the influential generosity–in this image. I can almost feel the crispness of the page, and can certainly see the texture and quality of the paper. I can imagine the day it arrived in the mail, distinguishable among the ordinariness of the other pieces in the pile. I can feel the anticipation, the expectation, before even opening it simple from the nature of the envelope and the line advising who it was from–that very simple formula guiding brand communication so elegantly executed–”tell them who you are and what you do.”

I can image the feel of the letter opener and the sound of the envelop tearing, the texture of the stationery, the sound of its unfolding. Look at the composition of the page, the absence of logo, the abundance of white space. Look at the length of the line and the number of words between margins. Look at the color and gestural character of the signature. Note even the marks of the  typewriter and that bit of ribbon fuzz to the edges of the font. Note that convention of capitalized author initials and lower cap typists initials, and its implications of the time taken in draft and final edit, of collaborative composition, of process and engagement.

I can imagine holding that letter and reading and rereading it. I can imagine its place on the desk and the number of times it was picked up and read again. And here it is, more than a quarter of a century later, physically re-presented as an observation of the power of professional consideration, a reflection on manners, a parable about generosity, a remembrance that makes a history.

I believe that the power of this note to Jessica, and its relevance to others beyond her, is not only in the message itself, but is embodied in the sensual generosity of the page and the implications of its production.

Vignelli‘s letter is about a dozen lines, maybe 75 words. It’s not much more than a “tweet,” but the character of its generosity, embodied in its physicality, still resonates almost 30 years later.

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One of the most prevalent concepts in industrial and corporate management is the concept of “lean” production. After carefully analyzing processes, leading manufacturers and producers find ways to eliminate barriers, increase efficiency, reduce waste and the cost of waste, improve the quality of jobs and the performance of people, and generate products that provide greater satisfaction and value.

In this time of great anxiety about the direction of the economy and the search for places to cut costs and make meaningful investment, I am surprised by what seems to be a persistent failure to understand lean principles in knowledge work. Working with some of the largest manufactures, product marketers, and industrial designers, I am amazed by the persistent application of workplace planning standards that have lost relevance, and the refusal to consider investment in approaches that have been proven to deliver higher productivity—that is, engagement, purpose, commitment, satisfaction, innovation and effectiveness.

I understand the resistance to spend. The notion that a more desirable workplace could yield profitable activity is immediately rejected by facilities personnel and project managers whose sole measure these days is (apparent) cost reduction. I believe, however, that this approach, in many cases, actually embeds persistent cost in the organization’s operations and causes repetitive “right-sizing”—the elimination from the portfolio of the knowledge resources that, more appropriately engaged, would yield leadership in the market and in profitability.

I am generally confident that—

  • Most people don’t require more than about 30 square feet to perform 80% of their tasks efficiently—but corporate facilities standards persistently give them 2 to 10 times that amount of space
  • A high partition surrounding an individual means that individual is not effectively engaged in the purpose and work of the company—if I can’t visually connect with you, waste persists; if your behaviors in the openness interrupt me, you are in the wrong place for what you are doing
  • Most valuable work of leading organizations takes place out of the office or cubicle—in my own case, I’ve come to believe that every hour I spend in my office is more than two hours of lost value to my company
  • As a corollary, our research shows that individual workspaces are unoccupied 40% to 60% of the day—let’s see…$X per square foot times the workstation standard allocation times 50% effectiveness times how many employees time an effectiveness quotient equals how many dollars in lost space productivity?
  • If the only spaces in your organization are labeled “office” and “workstation” and “conference room” you are losing ground in your market—these are about separation and formality in a world that is moved by informality, connectivity, and speed
  • If your people are more connected outside of work than in work, you ought to question your management, planning and technology policies—I learn from my colleagues, and then use what I learn to the value of my client and the position of my company

I think that these things matter, measurably—

  1. Work looks different, now—and so must the workplace
  2. Openness generates profits—opacity is a sign of fraud
  3. Socialization yields the majority of corporate innovation
  4. Focus is a selective activity—collaboration is the dominant activity
  5. Training is a waste—the casual mentoring conversation is where value is created

In all of this, a lighter (leaner) workplace may be the most effective tool to an accelerated recovery and a sustainable leadership. Strip your workplace of weight and rise up the charts.

More later.

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I currently have the opportunity of working with one of the major automotive manufacturers to define the next generation of their retail dealerships. We have been anticipating their challenge for a while.

Not only is the automotive retail model a bit stale to begin with, but the emerging economic conditions have certainly changed everything in their domain. Whether by plan or by attrition, there certainly will be many fewer dealerships out there. The product portfolio of every manufacturer is getting smaller. Investment in events, advertising and marketing is shrinking, and even the major North American auto shows were much smaller in content and attendance this year.

Our charge is to accept that these symptoms are, in fact, the new fundamentals of the marketplace, and that the dealership of the future must have a significantly smaller footprint. This original mission, borne of current circumstance, pressure or opportunity, seems tactical compared to the potential richness that we see in the long turn of subject. I feel comfortable however that as the conversation continues we will all find a way to broaden our perspective and lengthen our view.

I am looking ahead like this because I am fascinated and interested in the tangential and circumstantial influences that appear even before my research begins.

A couple of examples that have appeared in random readings over the past couple of days—

  • “Plan B” is the expression that many of us have used to describe a fallback position when the primary goal becomes unattainable. In a nice exploration of the impact of the economy on these alternative dreams in the New York Times today, David Segal quotes a Miami real estate investor. “I got rid of everything luxurious,” he says. “I drive a Ford pickup truck. I used to drive a BMW 5 Series, and I was going to upgrade from there, to the 6 Series convertible.”
  • Ben Terrett, in his blog, Noisy Decent Graphics, admits to hating cars. But he is tuned to an awareness of how media might affect purchasing decisions. He’s announced a project, he calls “the long car purchase.” He describes his plan like this—“So under The Long Car Purchase I’m going to note down all the significant interactions I have with car advertising and branding over four years (or whatever) and then maybe we’ll see a picture build up of how that affects my purchase. Maybe we won’t. It’s an experiment.”
  • The google-izing of the industry seems to be a frequent evocation for exploration of new models for the business. Jeff Jarvis challenged the industry in an article in the new issue of Business Week. He offers the Goggle design process as a remedy for the disconnect between Detroit and drivers and suggests a radical redesign for the business. Rita McGrath took up the subject in her Harvard Business blog, but then her colleague, Bill Taylor, suggested she and Jarvis both ought to look elsewhere.

This is a very small but, I’d say, typical sample. They are mostly about the products themselves, but what implications might these random readings have on the design of the dealership and the retail business?

For the moment, I make the assumption that the current, emerging and enduring economic conditions generate these conditions—

  • Buying a car is going to take more time
  • Car manufacturers will bend to greater consideration of the customer (choice) than the car (production)
  • The retail business must become more pull than push

Here, then, are ten emerging considerations for a new business model, ten considerations that can shape a program for a new kind of dealership design.

  1. Build a new cache around products that did not have charm before. How can I arrive at this event in a Ford pickup and not lose the attention and associated credibility I did when I arrived in a BMW 6? Manufacturer’s ads, local dealer’s ads, and the dealer’s sales people all contribute to the success of brand transitions.
  2. Become a place of learning rather than a place of selling. The emerging electric and hybrid technologies are unfamiliar. There’s a lot of lore out there about sustainability, environmentalism, fuel consumption and emissions, cost of ownership, etc. The last place many people would think to look for credible information and instruction is the dealership. How does this transformation from creepiness to credibility take place?
  3. Make it a ceremony not a transaction. Delivery is a nominal process, mostly. It may have achieved its height in those fantasy Saturn commercials, where the hand-off of the keys was an emotional event. Ceremony and ritual imply shared values, time, community, culture and other factors not currently expressed in, say, the Toyotathon.
  4. Accommodate personalizing, resist packaging. Dealership economics as well as production efficiencies have meant that we’ve had to take what someone else imagined for us rather than what we wanted or needed. Each of the articles I cited above imply a significant devaluation of what you chose for me and a real value associated with what I can make for myself.
  5. Utility is the new luxury. Satisfaction of what I need and what I need to get done feels really rich right now. More than that is corrupt.
  6. Eliminate the lot. The car lot has never been a good experience, and ought to be abolished. It is a huge burden on the dealer’s business, is an environmental nightmare and community blight, and is irrelevant when time is on my side. I remember a phrase from sitting in a demo vehicle with my Dad when I was a kid—“We’ll build your car and it will be delivered in six weeks.” I want my next car from the factory and built for me, not from the lot. You, dealer, should be happy.
  7. Sell experiences not products, but experiences beyond the product. In the convention of asking what business are we really in, the car becomes defined as a vessel of navigation, entertainment, business, and socialization as well as carrying the associations (performance, sex, utility) that have defined brands for ages. Ignoring for a moment the threats associated with on-board technologies, the fact of the matter is that while moving from place to place, the car is place—living room, game room, office—and contains all of the experience associated with its extended functionality.
  8. Consider the implications of conditional ownership. As the world urbanizes, more will have the options that allow Ben Terrett to hate, or not have, a car. Hyundai, in these ugly times, even offers a conditional ownership model—lose your job and we’ll take back your car. ZipCar, and others, offer a model that looks like rentals, but feels different. Should conventional ownership stand outside of this model. Can I come in for an update to my technology, for example? Who will do this—the dealership or the technology brand?
  9. Consider the implications of a multi-point relationship. Remember those relatively silly secondary branded vehicles—the Eddie Bauer Edition? Remember the building expectations for “Intel Inside” for cars? As a car is embedded with utilities for navigation, communication, entertainment, safety, comfort and other user-defined attributes, realize that others may make or shape the brand image and the associated relationship experience.
  10. It’s not about you, it’s about the embedded brands. Jarvis complains about the radio and Tarrett seeks an audio satisfaction, while iPhone delivers communication, entertainment, socialization, connection, information and so very much more. The iPhone advertises content and utility—“need a cab in an unfamiliar city?”—not the iPhone itself. What are the experiential utilities in the cars you are selling?

I am sure we’ll return to these and other subjects as our conversation continues. In the meantime, what are you looking for?

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In this picture released by U.S. Navy, Sunday,  Sept. 28, 2008, Somali pirates in small boats are seen alongside the hijacked ship "Faina". Somalia says foreign powers may use force against Somali pirates who are holding the ship loaded with battle tanks for $20 million ransom, raising the stakes for a group of bandits who are facing off against the United States on the high seas. (AP Photo/U.S. Navy)

In this picture released by U.S. Navy, Sunday, Sept. 28, 2008, Somali pirates in small boats are seen alongside the hijacked ship

Fascinating interview with a key negotiator in the Somali pirate activity.

Andrew Mwangura has the underground world of African piracy wired. Somali pirates trust him. Warlords respect him. And human-rights activists admire him for putting his neck on the line to keep sailors safe on the lawless high seas…Unfortunately for Mwangura, an ex-journalist who lives in a shack without running water on the beach in Mombasa, the Kenyan government doesn’t see him as a hero.

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In a single day’s edition, the New York Times reflected on what sounded like progressive abandonment of both city and suburb as a result of the reversal of fortune emerging in the economy.

Image from The Road

Image from The Road

The exclusive boutiques and shops catering to the super-rich can no longer afford their traditional addresses on Madison Avenue and are moving out.

New York’s most elegant shopping corridor, the Gold Coast of Madison Avenue, from 57th Street to 72nd Street, is pockmarked with vacancies as retailers flee sky-high rents. More than two dozen retail spaces are on the market and are either empty now or about to be. Windows that once showcased hand-tooled leather suitcases are now plastered with for-rent signs.

The crunch is a result of factors including the arrival of big box lxury retailers like Ralph Lauren, and the arrival of jewelers whose product allowed smaller footprints with bigger returns. Now, the rent to sales factors of 25% no longer work and the exodus is beginning.

They apparently aren’t going to the suburbs. Alison Arlieff in her On Design column evokes the post-apocalyptic world of Gormac McCarthy’s, The Road, describing a world, imagined by her readers and evoked by a recent commentary, where a “desolate, polluted land is dotted with abandoned homes and buildings that have been stripped of all valuable parts, and lawlessness (and cannibalism) rules the streets.”

Where did everybody go?

A clue comes from a new report from the Pew Research Center on Social and Demographic Trends. Apparently a bit of warmth and a slower pace is what a bunch of are looking for these days.

By a ratio of more than three-to-one, Americans prefer living where the pace of life is slow, not fast…By about two-to-one, they prefer to live in a hot-weather place over a cold-weather place.

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In the meantime, in Detroit, backfill proposals are filling the air. First, for a bit of context, Pew’s report says, “When asked about specific metropolitan areas where they would like to live, respondents rank Denver, San Diego and Seattle at the top of a list of 30 cities, and Detroit, Cleveland and Cincinnati at the bottom.”

Nonetheless, California seems to be coming East. Back in April, Michigan enacted one of the most aggressive film-making incentive packages in the nation, and producers are taking note. More than four major studio developments have been announced this week.

We are hoping that all of this is permanent and that that it fits into our Creative Corridor initiative intended to draw attention to the creative industries here and, in spite of Richard Florida’s template, actually develop a community of creatives in a cold, segregated environment.

In a delicious irony of ephemera, one proposed studio will move into the former MGM Grand Casino property, itself the former home of the IRS regional offices in Detroit.

In a delicious irony of ephemera, one proposed studio will move into the former MGM Grand Casino property, itself the former home of the IRS regional offices in Detroit. (Photo by Mary Schroeder, Detroit Free Press, 1999)

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Phillippe Ranault, NYT

Phillippe Ranault, NYT

I have some really bad neighbors.

We live on relatively large plots of land, 2-3 acres in size, and it’s at least a football field in distance between my door and my closest neighbor’s door. It would be reasonable to assume that in such low density, that privacy could be had without effort and that peace would reign throughout the kingdom.

Instead, I have a neighbor, kitty-corner to me, who apparently cares little about his privacy, nor about ours. He seems to live in the outdoors no matter what the season, and there is little about his life that I do not know intimately. Although I have never been invited to his home and he has never been invited to mine, and even though we have no friends in common, I know the deals he makes, I know the wine he drinks, I know the names of his dog and those of his friends, the teams he cheers for and the television programs he likes. He, and his wife, have the biggest voices and, despite my having talked to them about it, and despite a couple of police interventions, they could care less that they broadcast into my living room all of these details of their lives. And it extends to the pets—as I began to write this, I had heard their dog bark continuously for more than 45 minutes. I have little privacy, not because they look in on me, but because I cannot help but be aware of every aspect of their lives

There has been a bit of buzz lately about the new Copenhagen Concert Hall. Much of the commentary has been like Nicholas Ouroussoff’s in the New York Times—“Mr. Nouvel has encased his homage in one of the most gorgeous buildings I have recently seen: a towering bright blue cube enveloped in seductive images.”

His description makes the building sound, indeed, delightful. “Approached along the main road from the historic city, the hall’s cobalt blue exterior has a temporal, ghostly quality,” he writes. “Its translucent fabric skin is stretched over a structural frame of steel beams and tension cables that resembles scaffolding. During the day you can see figures moving about inside, as well as the vague outline of the performance space, its curved form embedded in a matrix of foyers and offices.

“It is in darkness that the building comes fully to life. A montage of video images is projected across the cube’s fabric surface at night, transforming it into an enormous light box. Drifting across the cube’s surfaces, the images range from concert performers and their instruments to fragments of form and color.”

Using arguments of provenance and exception Ouroussoff excuses the potential intrusion of this presence on the new residential district that surrounds the hall. Although he acknowledges that, “You can easily imagine boxes of detergent or adult chat-line numbers finding their way into the mix,” this building is prettier than the ones around it, so that’s okay.

On the other side of the world, something different is going on. I recall reading late last year about a resident of the Silverlake district in Los Angeles became aware of an odd glow in the nighttime sky around her house. Looking out, the view over the hills and valleys of the neighborhood and city had overnight become obscured by a huge new digital billboard—“50,000 watts of power flash a cavalcade of tacky advertisements at one per five seconds.” She and her neighbors began a campaign to take back the night sky. In addition to regulating the digital billboards is also a new ordinance just passed to control the huge multi-story vinyl wraps that began to cover downtown buildings with advertising.

I went to architecture school in St. Louis. The Dean of the school gave the first lecture to the incoming students. Making a case about the role of architecture reflecting the values of the society at the time, he showed slide after slide after slide of long-distance shots and cross sections of the great cities of the world, large and small. In almost every one, the Cathedral, or a similar cultural/religious building stood above everything else in the town. He then came to a shot of St. Louis, in the area of the university—the largest figure in the landscape was a five-story, yellow, illuminated Shell Oil logo.

I have a hard time these days seeing the difference between my barking neighbors and Nouvel’s Copenhagen Concert Hall. Thrilled with Venturi’s “Learning from Las Vegas” when I was a student, I cannot now give in to its new translation as Ouroussoff suggests that branded architecture is now “the intoxicating medium of late-capitalist culture.”

(I’ll come back to this later. See also, “A Babylon of signs” and a response.)

(2.7.9 another view)

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