Category: Uncategorized (Page 2 of 2)

Tales tall and short for every occasion

February 16, 2012 / Sri Srikrishna / 0 Comments

Photo: livemint

All of us who’ve children have encountered questions such as “Dad, what’s Avogadro’s number?” or “What makes diamond and graphite different, if they are both made of carbon?” Besides the obvious answer that people seem to prefer to pay a whole lot more for the diamond form of carbon than graphite, our own schooling seems to have prepared us reasonably well to field such questions. Failing which we can always resort to “Go ask your mom” as I am often prone to do. However, as an up and coming professional you can rarely resort to such an answer, when at the company party, the chief financial officer asks you an actual question about online video-based learning and how it’s going to impact your business. Sure you can try to bluff your way through, but that may be a path?fraught with risks.

One of the most commonly told stories about Steve Jobs, the visionary leader of Apple, was how his engineers feared being caught in an elevator with him. While Jobs would ride in silence often, he’d just as likely ask the engineer how his project was going. Michael Dhuey, a former engineer at Apple recounts: “If you got on at the 4th floor, you’d better have captivated him by the time you got off on the 1st. Jobs remembered you when you had a great story to tell. He also remembered when you didn’t.” So it would appear it’s not just your kid who likes a good story. I hear you saying, just as not everybody can paint or sing, not everyone can tell a good story. Even if you can’t tell a story quite the way you’ve seen it done in your favourite TED talk, you need to be able to carry on a decent conversation, particularly with strangers you need to network or often with someone in your professional life.

Yet much as we read about how public speaking is one of the greatest fears most adults hold—in fact it even tops the fear of death—we hear little about the inability to make meaningful small talk in a professional setting. The funny thing is that Indian parents, might be less so today, are obsessed with their children gaining general knowledge. In fact legions of young people preparing for the Indian government civil service exams can be seen boning up on a wide variety of arcane facts. Even the US, for a couple of decades back in the 1980s, was swept up in the tantalizing game of Trivial Pursuit. You’d think armed with these strange facts, about animals from armadillos to zebus or the national flags of Afghanistan to Zimbabwe, our young ones would be able to scintillate any audience. Yet conversations at business mixers, conferences or just plain old parties seem to be confined to sports (football or basketball in America and good old cricket in India), movies and eventually politics if enough libations have flown.

Sure we’ve all run into at least one interminable bore, who can’t stop talking about their favourite topic—be it last month’s sales figures, real estate or the real reason the stock market is not doing well. The fact that this world is getting smaller (and flatter, if you believe some people) complicates the art of conversation, as cultural and gender sensitivities seem to have made making small talk akin to crossing a minefield. So you know what it is that you don’t want to be doing, but how do you figure what is the best way to be interesting and entertaining enough to be memorable and sound smart enough to be invited again at the very least or sought after at best?

Bill Bryson’s A Short History of Nearly Everything offers an answer. Not only is it a ripping good read, but is probably the best written history of science. Science is not only full of fascinating factoids, but thanks to Bryson’s unique style, sharing of these in the right tone with a trace of humour will make you appear not only smart but nearly human. So if you want to make?it?to the corner?office?or at least to the best mixers in town you’d run out and get your own copy.

This article first appeared in the Mint in February 2012

Communicating to Reassure – Lessons from the Real World

December 5, 2008 / Sri Srikrishna / 0 Comments

Stories of personal heroism and the extraordinary effort are slowly appearing from the survivors of the terrorist attack on Mumbai. Besides the obvious lessons on preparedness (or lack thereof ), there is an important lesson for all of us on the criticality of timely communication. Much of the anger and angst felt by people towards politicians and the media , during and after the attacks, stems from the vacuum created by the absence of a single official source of information. Even if it were to tell people, “We don’t have the facts yet, but we are staying on top of it and will let you know the moment we know something,” people would have rallied around the speaker and the message.

Contrast this with the role Rudy Giuliani played even as the World Trade Center towers burned during the 9/11 attacks on New York. As the New York Times reported ,

Three hours [after the attack began] … he stepped into a press conference with Gov. George E. Pataki.

“Today is obviously one of the most difficult days in the history of the city,” he said softly. “The tragedy that we are undergoing right now is something that we’ve had nightmares about. My heart goes out to all the innocent victims of this horrible and vicious act of terrorism. And our focus now has to be to save as many lives as possible.”

Through that day, Giuliani held two more press conferences and at 11PM, was seen walking around Ground Zero talking to rescue workers. While I was no admirer of Rudy Giuliani prior to 9/11 or his recent run for the 2008 Republican nomination, he demonstrated through his actions and presence, the signs of a leader – one who understood the need to communicate, to reassure, even when he did not have all the facts.

While the Chief Minister and Deputy Chief Minister of Maharashtra did appear on television several times, their unsubstantiated assertions on the number of terrorists, their origins and the state of the seige which changed with each interview undermined any confidence the public may have had. The Prime Minister too when he addressed the nation a day after the attack began, seemed to mumble incoherently and was insipid in the kind words of one editorial commentator .

It is a shame that the Indian political leadership at the city, state or national level failed to step up to the bar, to provide the focal point that people sought. Mr. Chidambaram, this might be your opportunity to provide such a leadership to reassure the citizens through direct, periodic and factual communication.

Leadership requires communication, be it good news, bad news or worse yet no real news. Communication done clearly and consistently is more likely to reassure listeners than silence, even if the crisis isn’t over.

Decision making for Entrepreneurs

November 17, 2008 / Sri Srikrishna / 0 Comments

Photo khalid almasoud via Compfight

Life has a nasty way of springing surprises on you. The only certainty, it would appear, is that you will encounter a lot of uncertainty. Being an entrepreneur is no different. If you are like me, you might have thought you made your hardest decision when you chose to become an entrepreneur. Wrong! Before you know it, the business, customers, employees and the world at large are bringing problems that require you to make decisions. There also seem to be few easy decisions. Why didn’t anyone tell you about this? Well, you heard it here first — much of your productive time as an entrepreneur will go to making, hopefully, good decisions.

“Effective executives do not make a great many decisions. They concentrate on the important ones,” says Peter Drucker in his book The Effective Executive. Simple as Drucker’s assertion sounds, it is hard in the fog of entrepreneurial battle to focus on the important few. So how do you identify the important from the merely urgent or routine problems? Having identified these, how can you make good or effective decisions?

Is this your decision?
The best way to make good decisions is to first determine if it is even your decision to make. Entrepreneurs — and here I speak with some experience — love to be in the thick of things. “The equipment is stuck in Customs. We won’t be able to ship our product on time. What do we do?” “He won’t accept our offer without a joining bonus. Should we offer him one?” “The customer will not issue a purchase order without a penalty clause. Do we agree to one?”

Issues like these will keep popping up all the time. While you may love playing Captain Crunch, the one everyone goes to for decisions, you would be mistaken to offer one for every question posed. If you want your business to grow and, importantly, if you want to have a personal life, it is critical that most decisions be made by other people. That is the first decision you have to make every time, answering the question: Is this a decision someone else should be making?

So how do you determine which decisions are yours to make? I’d recommend that you use the following simple guideline — if a year from now it would still matter what decision you make now, then it is probably something you want to be involved in. For instance, agreeing to a penalty clause in a multi-year contract with the Government will matter. Similarly, anything that involves the culture of your organisation or shareholding or capitalisation would make the cut. Most other decisions can probably be made by someone else. Which of course brings up the question: How do you ensure that the decisions others make do not drown your business?

Decision mechanics
Having a well thought out and tested process for decision making will not only help you but your entire team make the right decisions. Here again, I refer to the work of Peter Drucker who spells out a five-step decision-making process. They are:

Comprehending the nature of the problem or decision — is it generic or an exception?
Understanding the boundary conditions of the problem.
Figuring out the right solution without considering real world compromises that might be needed.
The action required to execute the decision.
Validating the appropriateness of the decision once taken.

At first glance, it may seem tough to figure out what to do if your product won’t ship on time. Most operational issues do not require executive decision making. As in the example of agreeing to a penalty clause in your Government order or deciding to do business with the Government or setting up an overseas distributor — issues that will have a long-term impact on your business — a well thought out process helps. Further, it allows your senior staff or other partners to use the same methods and yardsticks to make their decisions. This way your direct presence or involvement is not needed in each time.

Drucker makes the point that one rarely encounters truly exceptional cases. Most situations you encounter, even if new to your business, are generic and would require a rule to be fashioned. “We don’t sign penalty clauses in our contracts or any penalty or liability clause cannot exceed the value of the contract itself,” is a rule you can formulate. “We may offer discounts or walk away but no penalty clauses,” is another. It is critical to define the problem before you attempt to make a decision. This requires the first three steps to be followed rigorously. Subsequently, dealing in the real world rather than in some ideal scenario, it is important to ensure that the solution is effective. And this should not merely be faith-based but data-driven; such validation after a decision is made will ensure you continue to make good decisions or learn from bad ones.

The five steps could take a few minutes in some instances and a few weeks in others. Either way, it will help you make measured decisions. Needless to say no process is infallible and good leaders trust their instincts. Of course, great leaders know when not to rely on their instincts but to get the data first.

Not making a decision is a decision
The former Indian Prime Minister P. V. Narasimha Rao epitomised the art of non-decision making or so it seemed. Legend has it that he’d avoid making difficult decisions and in time, the problem would disappear or resolve itself. As an entrepreneur you will rarely have the luxury of ignoring decision making. That is not to say you will not do it. I have avoided the hard decision to let go of some difficult employees, as my staff keep reminding me frequently. Such avoidance of decision making is the classical ostrich-sticking-its-head-in-the-sand syndrome.

It is critical to recognise that it is a legitimate decision when you decide to not make a decision. It’s worth reading the previous sentence more than once — it is not intended as a play on words. Choosing to not make a decision is completely different from avoiding a decision. The difference is that you have made an explicit choice, one with consequences that you understand and are prepared to live with. Such a choice is particularly appropriate when it is evident that the situation will take care of itself. More importantly, it is of little importance, even if annoying, and is unlikely to have any material impact. In such circumstances, it is worth keeping in mind the Roman edict, “De minimis non curat praetor”or “the magistrate does not consider trifles!”

This article first appeared in print in the Hindu BusinessLine in Nov 2008.

Five reasons why you should switch to Open Office today…

July 11, 2008 / Sri Srikrishna / 0 Comments

In these last ninety days I have learnt a whole lot more than any forty-five year old should legitimately have to learn about software – but the good news is that it has all been good. A couple of posts ago, I talked, ok likely gushed, about how I have been using Zoho.writer and Zoho.sheet in a quest to be free of my desktop Microsoft Office suite. I have been using Microsoft Word at least since the mid to late eighties (yep, that’s 198x) when I wrote my PhD thesis with it (I think I used WordStar for my MS thesis). Since then having spent most of my working life in marketing and trying to raise money meant working Microsoft Excel and PowerPoint like there is no tomorrow. In the late nineties I actually prototyped application UIs with PowerPoint, including mouseovers and sliding drop-down menus. In other words I could make both PowerPoint and Word sing – why be modest!

This was all the more reason I was surprised at how well both Writer and Sheet in Zoho worked. Somewhere in the dawn of time or maybe the early 2000s, when I got the bright idea to transition to free software, I downloaded OpenOffice and within one use session got so disenchanted and had to wait until this year to even try Zoho. But neither Zoho, nor Google docs, who’s spreadsheet application is pretty good, could hold a candle to Microsoft Powerpoint. Guess just to build my character further, the new laptops my lovely wife (LW) and I got had Microsoft Works, which for reasons I can’t fathom has its own native format. Thank god for Rich Text (RTF) that I could move documents around – assuming we remembered (each time) to switch the Save As filetype to Rich Text Format (of course our friends at Microsoft have not deemed it necessary for users to set, say Rich Text Format .rtf or Word 97 .doc as the native format). Which brings me to the point of this post.

I went back to OpenOffice.org and downloaded the latest OpenOffice 2.4.1 and what an epiphany! The acid test for me was in opening, editing and saving some reasonably complicated PowerPoint presentations my colleagues had created (in MS PowerPoint 2003) with no loss of fidelity! Since then I have written a couple of articles in OpenOffice.org Writer, laid out a (short) magazine, worked with a number of my old Excel sheets including creating a few new ones and really gone to town with their presentation software OpenOffice.org Impress (can’t say I am too hot about the name).

So here are my top 5 reasons

[5] Its Free; OpenSource and extensibilityPublish Post
[4] Cross platform, Zoho and Googledocs support
[3] OpenOffice.org Writer (word processor)
[2] OpenOffice.org Calc (the spreadsheet)
[1] OpenOffice.org Impress (presentation)

Of course I have not yet used the database, math or drawing tools – all of which seem promising and make OpenOffice far more than Microsoft Office and make only give us more reasons to switch sooner!

Life – two weeks offline! Aoi Maturi to Zen gardens

May 26, 2008 / Sri Srikrishna / 0 Comments

From January 2008, several months before I got off the job treadmill, I had gotten a serious case of blog addiction and was going to sleep later each night as I found yet another post to read before signing of. Previously I suspect only the New York Times op-ed pages held that sort of neck craning, fatal car crash fascination. And learning how to use Google reader and doing “research” for my next startup were only excuses I suspect to feed my growing blog addiction. There is something mid-afternoon “Ricki Lake-ish” my-sister-stole-my-boyfriend quality about a lot of the soul baring blogs out there, and I don’t refer to just personal or mommy blogs but even a wide swath of tech and political blogs. While I have been able to turn the telly off, I have had less success with blogs for reasons I am not too sure of. I have probably avoided going there anyways!

Now the good news is that I went off the air, not just in my own writing but also in browsing, lurking, reading or other forms of being online. It helped that I left town with family and that connectivity was intermittent (which I thought would be poor, was not – and yes, I did take my laptop with me). But just doing real world things such as visiting temples, attending festivals, such as the Aoi Maturi and sitting in Zen gardens pondering the imponderables and lots of walking (to/from temples, hole-in-the-wall vegetarian joints and 7/11 stores) and keeping two nearly teen kids engaged kept me unbelievably busy. It also provided some much needed distance and withdrawal from the whole blogosphere which seemed to be sucking my hours and what few grey cells remain. If in early May you’d have told me that I’d be off line for two weeks, I’d have though that serious withdrawal symptoms would incapacitate me – am happy to report that I couldn’t have been wronger. And here I am back adding already to the navel gazing personal post category!

For those of you not wanting to travel to the Orient (or other real world places) here’s one of the most succinct articles on avoiding blog addiction!

Five utilities that I can’t live without

May 10, 2008 / Sri Srikrishna / 0 Comments

When I read Marshall Kirkpatrick’s post Five Tools Everyone Working Online Should Have (IMHO) this morning on ReadWriteWeb, it triggered the thought about the five tools (ok call ’em utilities) that I can’t do without, especially when off line. This is somewhat ironical as I have over the last thirty days tried to move my entire electronic content on-line – basically trying to use my (now borrowed) laptop as a thin client. But that’s for another day, another post.

Yesterday my wife finally got her Dell Inspiron 1525 (in a truly inspiring blue) that your’s truly volunteered to set up and I realized that even without thought I loaded the following utilities first, so that her (and therefore my) off line experience stayed blissful (ok, maybe that’s stretching it). So without much ado, here are the five utilities without which I cannot get through my offline work day:

WordWeb its hard to say which was the chicken and which was the egg. That fact that I had WordWeb made me the local authority (not just to my two kids, but to colleagues) on words from the (not always) Queen’s language or that I positioned myself as the LA and found I could not maintain it without the help of WordWeb. Nevertheless, this tiny little program is an incredible dictionary and thesaurus, when offline and even better when you are off line. Get it today!

Gadwin ScreenPrint – for whatever reason I seem to need screenshots at the most inopportune moments and that too without the cursor, or with it and a delay built-in, or I need only portion of the screen/dialog box, want to save it file, clipboard or printer – you get the picture. Gadwin ScreenPrint is that it-slices-dices-makes-breakfast screen printing tool that doesn’t need even a high school diploma to operate.

Google Desktop is likely the second most used combo on my keyboard. This is one of those tools that make me wonder how we ever made do without it. Sure I hear muttering out there about how someone’s system got crawling after they installed GoogleDesktop but having installed this on five computers at last count, including my parents, I know that I’d install this in a moment’s notice again in my next computer as well. Never had much use for the sidebar but primarily use the quick search. I have probably improved my file naming protocols but am likely overly dependent on this utility to find that document I created last year on Why mushrooms don’t get their due credit or the scanned copy of my father-in-law’s passport.

Picassa – I’d have thought I’d have picked IrfanView as the utility of choice – but it turns out that I don’t do a whole lot of image gimmickry besides, storing, sorting and acting as the family image repository manager. And truth is we presently have far too much vested in Picassa, with location tagging as well as comments. Also I love the time based viewing of (searched) images so for instance, I can view a slide show of all pictures of my daughter Roz taken in Singapore in chronological order (don’t even ask why!)

iTunes – I am just spoilt. Despite its reluctance to easily convert my wife’s 300+ cassettes into digital music, iTunes is the music player of choice in our household and so it’s got to be there. This is particularly weird since none of the three (I can’t even find that original Shuffle) iPods we have in our house are actually used. But I never said this made sense.

Special mention (the only not-for-free app in my top list)

David RM’s Journal – journaling and practically most of my writing is done in this. You gotta experience it. Comes with an addictive free to use for forty five days trial period.

Even putting this list down helped me gain some insight on how I work – do most of my work with words (hence The Journal, WordWeb, Google Desktop), use pictures reasonably (Gadwin Screenshot, Picassa and IrfanView) and actually listen to music (even though moving all our content on to the 500Gb HDD remains a dream) from the computer (iTunes).

What gems do you have to work off line?

New beginnings and firsts

March 31, 2008 / Sri Srikrishna / 0 Comments

For the first time since I began working, way back in 1988, I have quit a job without much idea of what I plan to do next. “Kidding apart, what do you really plan to do sri?” was the question one of my favorite engineers, posed to me. Obviously my earlier message that I might do some writing and possibly publishing was not serious enough. Another colleague, was more sensitive and subtler in his approach when he stated, “Sure we all have our dreams, yours maybe to write or publish, but what do you really plan to do?” So note to all of you out there who plan to make career changes, regardless of how vague or opaque your plans, it appears the world only wants to hear definitive things. I am still working on mine.

In this new life of mine, I have already achieved a first – a road trip with the family (to Mysore) without my laptop. Even on our last vacation (to Kumarakom, Kerala) I convinced myself (and the family) that I’d use the laptop only for journal writing and not for checking mails or doing work! I’m happy to report that not only did I survive, but I did not miss the luggable nor display any overt withdrawal symptoms. In an aside, actually got to read several essays from Stephen J Gould’s “An Urchin in the Storm” – had to read several of the reviews multiple times, but that’s fodder for another post.

Service – it’s a mindset

January 24, 2008 / Sri Srikrishna / 0 Comments

For over ten years now I have tried not to miss the Palo Alto Library book sale, that’s held the second Saturday of every month. In the early days I’d go berserk picking up every book that I could lay my hands on (at $1 for hardbacks and 25 cents for paperbacks could you blame me?). In December when I was in San Jose, I took a much more leisurely stroll through the sale. Besides a pulp novel for the plane ride, I picked up only one book, “The Customer Driven Company” by Richard C. Whitely. Little did I suspect how appropriate this book was going to be to my ride home. I guess when we are ready, the lessons seek us out.

It began at Chicago – despite some 200 flights being cancelled earlier that day, my flight to Paris was going to be on time! Thanking the travel gods, I ran to get into line for my check in. Once I got to the counter, is when my troubles began. To save you the gory details, the litany of woes from here on out included:

They didn’t have a vegetarian meal for me – worse yet the lady couldn’t care less – when I showed her my printed itinerary with the AVL tag on it, she said “That’s Delta’s computer system – its not in ours” (it was a code share flight). Then she coolly went on to call out for the next customer!

In Paris, they board all of us (still with no AVL), and after nearly an hour on board, announce they have a problem with the potable water system and engineers are trying to fix it. An hour later they say there are still trying and we should stay put. An elderly gentleman, walks up to a flight steward and tells him that he is diabetic and asks could he have some orange juice. The steward responds (I am not making this stuff up) “We have water – if we gave you juice, we’d have to give everyone juice.” Finally after four hours (during which the flight crew was found snacking and drinking juice in the rear) we are asked to deplane – all 350 of us – and head back to the transfer counter

The only silver lining at the transfer counter (we get in line around 3PM) is that all passengers are treated with truly equal disdain without discrimination on the basis of skin color, nationality or gender. By 5PM we are actually given some bottles of water, juice and sandwiches arrive at 6PM. The plight of the folks who were unfortunate enough to be travelling with kids was truly appalling. Each passenger was being re-routed (next day, same day through Dubai, or via Frankfurt). The miracle was even at this point, NONE of the passengers were yelling or screaming. By mid-night there is a near riot, when the remaining passengers are told they may have to stay over yet another day. Till the time, I got my own ticket re-routed to London Heathrow and then onward to my final destination, no airline official had explained to any of the waiting passengers what was being done – let alone apologize for the inconvenience to the customers. The irony of standing in line reading “The Customer Driven Company” seemed lost to any the crew members.

Beyond all these indignities, what stayed with me was the surly nature and utter indifference of the crew even in the normal flight, going out to San Francisco from Paris and on the way back from Chicago to Paris. It made me wonder what is it that makes, an entire crew and later ground staff, in essence a statistically large sample of the organization behave without any semblance of a customer service mindset.

I have been travelling across the Pacific (ANA, Cathay, Malaysian, Singapore, Thai) and the Atlantic (Air India, American, Delta, Lufthansa, United) for more than twenty years. In the last five years, I have travelled a minimum of five times a year internationally and put in my share of hops on Jet Airways, Kingfisher, Ryan Air and Southwest as well. This makes me a reasonable judge of the service levels for air travel. While by no means is poor service the sole prerogative of my (via) Paris trip, surly and inconsiderate cabin crew has been seen on Delta, United and occassionally even on Thai – the French experience was on an altogether new low. A casual browse through the Internet shows that my experiences are by no means unique.

Every airline has problems, often caused by things way out of their control – however, how they respond to it is totally in their control. This is true for every business and in our own lives. Truly successful businesses, Singapore Airlines and Nordstrom jump to mind, lay great emphasis on having a customer service mindset. And this shows how they respond especially when things don’t turn out they way they are supposed to. As someone who has travelled with two kids multiple times across the Pacific, I can personally vouch for what a world of difference a customer service mindset can make even when the kids are sick and throwing up, the TV doesn’s work and your special meal is no where to be found. A graceful smile, an apology, an understanding nod, maybe an extra blanket or pillow go a long way to not only making a passenger comfortable even in adverse circumstances but convert them to a lifelong customer. You’d think this would be simple – alas even good companies that knew how to do it well even on a short haul flight across California (such as AirCal, PSA) lost it when they were acquired by larger airlines and of course the trans-oceanic flight history is littered with its share of horrow stories (can you say TWA)!