Colin Charles Agenda

Back in January 2009, we found out that the Malaysian Government had saved about RM40 million using open source. In a little over a year, that number has been topped: over the past six years, the total costs savings are now quoted to be RM188.39 million (USD$58.54 million)! That’s a hell of a lot of money for software licenses, don’t you think?

Worth noting is that before the OSS Master Plan started, there were zero companies supporting OSS registered with the Ministry of Finance. Now more than half of the 4,000 companies do (53% is the quoted number). For more information, read the latest newsletter from MAMPU’s OSCC. Key takeaways:

1. Saved RM188.39 million on software licenses over six years
2. Successful OSS adoption in 691 government agencies by the end of 2009 (till April 1 2010, the number looks like it has increased to 699 agencies).
3. In total, 95% of agencies are adopting some form of OSS solution, 87% are using it for back-end infrastructure (here its clear there’s Linux, MySQL in use), and 66% are using OSS on the desktop! (via OpenOffice.org and Firefox)*

* – Software use extrapolated from the actual OSS Master plan, and what was in the report in January 2009. I’m sure Joomla! is also used quite heavily, but never recall seeing it as the choice for CMS in the plan.

Jono Bacon recently spoke with Luke Kowalski, Oracle VP in the Corporate Architecture Group, about community in the context of MySQL. I’ve known Jono for sometime now, and I first met Luke at the MySQL Conference & Expo 2010 – I found out that we have a common shared interest: Formula One racing! Jono is somewhat of an expert in online, opensource communities – he after all did write the definitive book that O’Reilly published titled The Art of Community.

The video has made its way online, and Jono wrote a brief (and you can watch the video within his post) about what was discussed. You can also get it as a podcast – just subscribe to Oracle Technology Network TechCasts in your podcatcher.

Its under 25-minutes to watch or listen to, and I’d highly recommend you to take a look if you care about community, MySQL and direction. Choice quote: “Oracle needs to make a firm commitment to acting within the culture and ethos of Open Source to have an effective, fulfilling relationship with the MySQL community”. Definitely watch the video.

SMCKL‘s case study night, SMCKL #7 also had some other very interesting case studies. I picked up a bunch of interesting bits.

Rachel from Canon Malaysia

1. You can find them on Twitter at @CanonCameraMsia. They wish they had more followers on Twitter, because in comparison, their Facebook page has quite a lot more followers.
2. They’ve got 4-5 people in the marketing department, and most of the marketing executives are very, very young. One thing that was made clear: the marketing folk at Canon are very, very passionate. Corporate policy denies them from browsing social media sites, so they bring their own laptops, and use DiGi Broadband at work, to get their social media stuff going.
3. Their Facebook strategy has garnered them over 56,000 fans. Find them at their Facebook page. I just visited it, and realised that they have a landing tab (Explore! Canon), so they have invested in Facebook a little. Kudos! To bring traffic, they’ve also decided to engage Canon users: they change their Facebook profile picture on a daily basis. As a reward, you get your avatar, and name displayed on their Facebook page for a day. If you are the monthly winner, you actually get a prize – a printer or a camera! Canon has found this to be a rather successful campaign and it clearly works for them.
4. They also have a presence on YouTube – iLikeCanonCamera. There are commercials, and more. Now with more video on some of the cameras, like the 7D and 5DMkII, they’re also looking at using Vimeo for video.
5. They are going to build a virtual community at: EOS World. They already make use of newsletter blasting. They also mention they have a EOS Buddy Club, but that requires some qualifications (i.e. you have to own some of their upper-end DSLRs). The EOS World is open for all. I learned something new with regards to the Buddy Club – I qualify to join!
6. They do blogger engagement: Brian, aka goldfries, Kim Ong, a blogger called Ah Beng (no link because I couldn’t find it via Google easily), and Namewee.
7. Something they believe in: under-promise, over-deliver

Freda Liu from bfm89.9 (popular radio station)

1. They do their own surveys, so it may be a little different in comparison to what other radio stations that pay external organisations to come up stats do. With over 500+ respondents, they found that 46% of BFM listeners earn more than RM5,000 per month, and over 45% of listeners live in homes with monthly income greater than RM10,000.
2. Their most popular listener age group? 26-30. The next highest are those aged 30-35.
3. They upload all their podcasts to their website. This is true for all their shows. They get over 7,000 podcast downloads, per week! They might be the most successful Malaysian based podcast channel, for what it’s worth.
4. They want to give more personalisation via their website in due time. Currently they tweet at @BFMRadio, about upcoming interviews, interviews released as podcasts, and they do try to ensure they are conversational (true – this is one aspect I like about their account), and they do run contests.

KK Chin, MyEG

1. First up, KK Chin is very funny! MyEG is not a government agency, in fact, they are a public listed company, established in 2001. The reasons they are on social media? “You’re there, we’re there”.
2. They have about 800,000 users in the MyEG database. They process 3,500 road tax renewals daily (this was five months ago); now, at the end of June 2010, they do 7,000 per day! In comparison, JPJ does about 22,000/day. Incidentally, you can also renew your insurance online, and they’re seeing uptake of 120-150 daily renewals.
3. They had a Facebook page, started in November 2009, iwth over 8,000+ fans. However in mid-May 2010, Facebook decided to delete the page. They have no idea why.
4. Their Twitter account started at the same time. They look for words like “myeg”, “road tax”, and “saman”. They will then reply and try to help you! That’s what I call customer service, plus a great customer acquisition strategy. From what I gather, they occasionally also give away free road tax renewals, and more via Twitter/Facebook.
5. MyEG has crazy ad spend on TV, as well as on AMP radio stations. In comparison, they spend close to 8-10% on social media.

Kenny Wong, P1 W1MAX

1. P1 believes they were the first to have a digital-specific customer care team in Malaysia. The team has about 8-9 people to engage on social media!
2. They know being a service provider they do get some flack. They have spent the last 6 months expanding their network, and now believe they will come back on SM a lot more!
3. They help sponsor Project Alpha, and 15Malaysia. 15Malaysia had some interesting stats: over 510,000 downloads, over 3.2 million streamed, over 15 million page views, nearly 94,000 Facebook fans, and over 1,600 Twitter followers. The most popular video (by viewer-ship and being shared) was Potong Saga.
4. P1 harnessed YouTube for their ads at one stage. They had spent their limited budget on creating videos, that there was no more money for buying air-time. YouTube was their free distribution mechanism.
5. Kenny mentioned that if you’re in customer service, working for a telco/ISP< you definitely like pain! You'll get more brickbats, rather than accolades. Sometimes, the same sort of person will condemn, but they will also complement - its about how much people value and resonate with the brand/service. Remember to take the hits. Laugh at yourself. And do that well.

Closing thoughts
Would like to say that SMCKL was very well organised. I see these events just getting larger and larger, and it just gets better, and better. I also enjoyed every single presentation given. I learned something new from every one of them. Yesterday, we also received some schwag: Cziplee sponsored a Moleskine, Papa John’s gave a 50% discount voucher, and Crocs provided a RM20 discount voucher, valid forever ;)

The question about metrics was never really answered. Kenny mentioned brandtology, radian6, and red dot. What is the cost acquisition of a fan? What is the ROI on fans? What’s a fan worth? More fans does not necessarily mean a loyal customer base. Having irrelevant non-targeted visitors also don’t necessarily help.

I also wanted to ask: why invest heavily in Facebook, when they may just zap your page? Sure, go there because people are there. But maybe acquire fans via Facebook, and migrate/sync them to a self-hosted BuddyPress or something?

Update – Thursday, July 1 2010, 5.38pm UTC+8: What happened, happened. What was said, was said. Oftentimes, a slip of the tongue, really is no fault of the mind. Maybe I was a little too harsh here, so when reading this 1,000-word essay, just keep that in mind. I’m sure the MarCom Manager did not actually mean what she said. The calibre of her presentation was good, and we learned some new things about their digital marketing strategy. In fact, you might just want to go read the other case studies (Canon, BFM 89.9, MyEG, P1 W1MAX)! To err is human, to forgive divine. Let’s all take a chill pill, and have a beer or something ;-)

I graced a SMCKL meetup tonight. I haven’t been in about a year (scheduling conflicts); it was fabulous to catch up with all my friends, learn new things and I have quite some notes that I’ll talk about soon. But this is about my relationship to Crocs, and Crocs Malaysia, at large.

I love my Crocs Yukon. In fact, I love it so much, I pretty much buy a new pair once every six months! You might wonder why. The soles tend to wear out, not evenly, just around the midfoot, usually towards the forefoot. But this quick wear has never been a problem to me, because I love my Crocs; I wear them everyday.

If I’m on my feet, my Crocs are wrapped around them. The current pair (in its six months with me) is world travelled – it’s been to: Singapore, London, Thailand, Finland, Iceland, Germany, the United States, and China. Its been on numerous planes (Dopplr suggests my carbon total stands at 17,414kg CO2). Its been through freezing winters and rather hot tropical weather. Crocs have been on me when I meet deputy-ministers, ministers, and even a certain prime minister. I wear Crocs to meetings. I wear Crocs when I give talks. Some friends refer to my pairs of Crocs as “government Crocs”. We always have a chuckle at that.

The bottom-line is that it’s quite hard to find me in a pair of shoes. I’m usually always in Crocs. The very rare occasion of me wearing shoes has me wearing a very comfortable pair of Geox shoes, or an amazing pair I picked up from Marks & Spencer.

Back to SMCKL #7 – we had the Marcom Manager for the company that imports/distributes Crocs in Malaysia come speak to us. She mentioned the name of the parent company, but I never did get it, so for all intents and purposes, this is defined as “Crocs Malaysia“. Her presentation was rather interesting, and a few points I took away from it:

1. They invest heavily in Facebook – they have the regular Crocs Malaysia page, as well as a Crocs Ideas page (which isn’t linked form the main page). They have over 14,652 fans that like their page. Content is largely what’s coming out in the stores, and what’s to become available.
2. There’s some Twitter engagement (@crocsmalaysia), but it does not seem as popular as Facebook (other speakers had similar comments).
3. They’re doing blogger engagement. For the year 2010, they’ve picked five: FeeqSays, Rebecca Saw, Marcky.my, MissyCheerio, and Christopher Tock. These bloggers are known as their “official bloggers”.
4. While the arrangement isn’t made clear with the official bloggers, it is made clear that the official bloggers get free Crocs, in exchange for writing about how Crocs have influence on the daily life of the blogger. Bloggers are basically selling stories, pushing experiences, where their Crocs get involved. I don’t know if there’s a minimum post count/amount of engagement required, or its something you do in passing (which is why I said the arrangement isn’t clear). I do however think that with the proper metrics, story telling and sharing experiences, totally rocks.
5. To engage with their readers, these official bloggers also get to run competitions on a weekly basis, and the rewards are free Crocs for winners. Good, it gets more Crocs out there, especially to the non-believers ;)

Everything seemed like it was going well, and she was doing a fabulous job at presenting her case study. Until the moderator asked her: How do you choose your bloggers?.

She does not go for “A-list bloggers” like Kenny Sia, or Nicolekiss. A-list Malaysian lifestyle bloggers. She went on to tell the audience that each blogger has value in them. I take it that everyone has a story to tell, and everyone has their own tribe. Then she talked about Feeq. She said that his target market is the Malay market. She did not want to only target the Chinese market. Crocs Malaysia targets all market segments: Malay, Indian and Chinese.

Wait, what? There’s race based segmentation and targeting in footwear? In social media? Online? We live in a time, where Malaysia is no longer just Malaysia; its the cliché of 1Malaysia. And here the faux pas, stated in front of a large audience, the yardstick used, is in which racial segment a blogger is popular in.

I immediately reacted:

Clearly disappointed that @crocsmalaysia is profiling/targeted by race. So much for being Malaysian. Time to find new footwear #smckl

There was another tweet which wondered what the difference in race brings? And whomever is behind the @crocsmalaysia account stated: it is just our way to reach out to all consumers of all races thru our bloggers. One might think that this is something only I took offence in; lucky for me, I was not alone. People came up to me, replied to me, and even direct messaged me on this very topic.

Social media, and the utility that it travels on, the Internet, does not discriminate against race, colour, creed, nationality, gender, and more. You should choose a blogger because she has a wide Malaysian audience! In Malaysia however, it seems ingrained that there will always be profiling, separation, and a system in where we don’t have one nation, but at least two separate nations. Maybe we only have the incumbent political parties to blame for this.

As an aside, I think it is important to distinguish what you say to a close group of friends, versus what you say on Twitter, versus what you say to a large audience of folk (i.e. when you’re speaking in public). When you start representing a brand, you’ve definitely got to start thinking about how you articulate yourself. A topic to talk about elsewhere.

Either way, I cannot remember when I first shelled out RM209 for my first Yukon. I expect it must have been late 2007, or at latest early 2008. My (extended, truly Malaysian) family is also big on Crocs. However, I think its time to wean myself off from Crocs, and find non-discriminatory footwear.

I recently made quite a number of videos, that span about 0.5hr or 1-hour in length. YouTube accepts videos that are 10-minutes long and up to 2GB in size. Blip.tv allows FTP uploads, but your filesize cannot exceed 1GB per video. An hour long video from the camera is about 2GB in size. This is quick guide as to how I split videos.

QTCoffee exists to solve this problem. Quick, simple install on Mac OS X, and I was on my way to creating split videos. The command I used:

splitmovie -o outputfile.mov -self-contained -no-fast-start -duration 10:00 sourcefile.avi

Now, in that directory, I get outputfile-1.mov, outputfile-2.mov, and so on. Easy as pie. Its donation-ware, but a commercial license will set you back USD$10. It occasionally reminds you to donate by popping up nagware in your web browser at random once every 10 times its used (I’ve not used shareware since Windows 3.1, and nag screens were a lot different back then). You can easily remove it (it tells you how, even!), by executing: defaults write com.pair.3am.QTCoffee BugMe NO .

Now YouTube is happy, and you can concatenate the files together as a playlist.

QTCoffee is ideal for me, because its scriptable, and can work on a large directory of videos. I wonder what the Linux variant for this is?

On Twitter today, Christopher Tock stated:

If @myegclub cld have a service to notify road tax of a car nearing expiry date, I’m sure it’ll get more ppl to register under them! ;) #fb

I replied:

Instead, why not send new road tax one month before expiry by mail, and get payment via @myegclub ? @spinzer @nikicheong

Christopher then asked about the situation in which people don’t pay, and they receive their registration labels by mail. And Niki Cheong said that “many people try to find their way around paying for stuff here. ingrained in our lives”.

It got me thinking. In Victoria, Australia, VicRoads sends out registration labels and the certificate every year, about a month before expiry. You then head online, and pay for your registration using your credit card. I believe you might also be able to pay for it in cash at various locations (post office, etc.), though I’ve always done it online. You never ask – what if I don’t pay for it. You just do. I’m sure there are stiff penalties for lacking payment. But the process is easy – it comes to you, there’s no need to remember when things are expiring, and you can pay for it online, all without leaving the comfort of your home.

In Malaysia, JPJ does not remind you when your road tax is expiring. The onus is on you to know this. You then have to head to the post office to pay for it and get the registration label, and settle your insurance at the same time. Or you can avoid all this by sending it to your car’s service centre and they’ll take about two days to sort this out for you. Insurance can be paid via credit card, but your road tax needs to be in cash (or so UMW-Toyota tells me).

The government of Malaysia is heavily pushing their e-government services portal – MyEG. You can now renew your road tax online, thus getting rid of the whole visiting the post office or your manufacturer’s service centre. This is similar to what VicRoads does – you enter your registration number and it will tell you if you have a payment to be made or not. This is a step forward – except for the fact, that there is no reminder for you to renew your road tax!

Will it be hard to implement? Of course not. Part of the registration for MyEG includes you giving away your identity card (IC) number. A simple change to the database can ensure that you can tie several cars to your account and you can thus make payment on them. MyEG will know when the road tax is expiring, and a simple SMS message might suffice (bulk SMS costs are cheap). And if they’re more trusting, mailing out of the labels themselves!

But I guess Niki is right – it is ingrained that Malaysians might want to find away around the system, if the labels were sent out, pre-payment. Take a look at petrol kiosks: in Australia, you pump your petrol first, then go in to make the payment. You don’t think about running away after getting your full tank. You do this no matter how much petrol costs. In Malaysia, you pay for your petrol first. Either at the counter, or via credit card authorisation. No payment, no petrol.

I sincerely hope MyEG/JPJ figure this out at some stage. As we move towards a more knowledge-based economy, and the goals of the government certainly include getting Malaysia more in-tune with the rest of the First World, it probably makes sense that service delivery takes a notch up.

As a quick aside, do look at both the VicRoads and the JPJ website. Look at how the information is architected. How its presented. Its an interesting comparison. I wonder how many web designers go through this sort of thought process, when thinking about designing websites that are targeted for mass consumption of government services.