How do we transform “Voice of the Customer” and social media data into actionable strategy? A case study from the hospitality industry illustrates the powerful application of “code-based theory building," published recently in VUE, the journal of the Market Research and Intelligence Association. From the article, Panning for Qualitative Insight Gold [PDF]:
Panning for gold was a meticulous task that often resulted in only a few valuable nuggets from a stream of otherwise useless pebbles. Beginning with a stream of operationally oriented, voice-of-the-customer data or anonymously generated and possibly not-representative social media data, the process of code-based theory building enables qualitative market researchers to refine these few nuggets into valuable, insight gold. In the case of The Deluxe, this process quickly enabled a freshly motivated marketing team to gain new, actionable, strategic insights that were not otherwise available.
On Management and Organization
- An unpublished manuscript that will be used as part of the preparatory curriculum for the Certified Organization Development Professional (CODP) designation exam, “A Brief, 3,000-Year History of Organization,” specifically reviews the corresponding changes in organization theory and form in response to technological transformation throughout western history. It features a particular re-alignment of management practices through the 20th century, and proposes a new theory of organization appropriate for 21st century enterprises irrespective of size, physical or cyber incarnation, profit motive, or sector.
- The full text of my (not-so-)recently completed doctoral dissertation is available, chapter by chapter, from the Valence Theory Thesis Wiki. As well, a 30-minute video of my public defence lecture is also available.
- Transformative Organizational Learning addresses the capital-B, “Big Questions” that concern themselves with what might be possible if we could imagine a future with few, if any, constraints; and how can we begin to take small steps today advancing towards that brilliantly imagined future.
- Although my research suggests that Bureaucratic, Administratively controlled, Hierarchical (BAH) organizations are incapable of true innovation, here is some guidance on Creating a Culture of Innovation.
- For those seeking personal inspiration, here is a synopsis of my master's research on Roles, Relationships, and Motivation in the Workplace and in one's life.
- For organizations struggling with identity, and understanding precisely what it is that they do, here is How to Determine the Business You're REALLY In.
- Here is an early talk on creating new awareness in a massively interconnected world, presented originally at Rotman School of Management, Enterprise Awareness, McLuhan Thinking.
- For those who are dismayed at hearing complaints about their customer service or business in general, here is some guidance about Listening to the Voice of the Customer.
On Education, Culture, and Knowledge
- One of the most popular of my talks on the future of education in a ubiquitously connected and pervasively proximate world is No Educator Left Behind. You're welcome to watch the video which was broadcast by TVO's Big Ideas program, or request the text.
- For those reflecting on their personal philosophy of education, here are my reflections: Reflections of an Adult Educator. This paper was instrumental in constructing my Statement of Teaching Philosophy, An Adult Educator's Manifesto.
- Having completed a doctorate, I have reflected on some of the challenges concerning choosing a thesis topic and supervisor. Those reflections are offered in The Tao of Thesis.
- Among my earlier reflections relating to my now, nearly-famous, 3,000-years of history story, is my talk on How Do We Know? The Changing Culture of Knowledge.
- Another popular talk answers the age-old question, what's the matter with kids today? Excerpts from Generation Gap: Why today's youth are living in tomorrow's world, builds on the 3,000-year history story with a focus on what is the greatest generation gap we've experienced since the '50s - the 1550s that is! (This talk is available for presentation in many, different customizations for a wide range of audiences.)
- One of my seminal essays, taught on curricula around the world, is Why Johnny and Janey Can't Read, and Why Mr. and Ms. Smith Can't Teach. This is the one from which much of the rest flowed.
- And, here are several from my McLuhan days about the present and future of culture in a UCaPP world: Touching Culture, The Ephemeral Artefact, The Cultural Paradox of the Global Village, and Integral Awareness in the Connected Society.
- Most recently, I was invited to share my thoughts on the future of television with the Television Bureau of Canada. Although I have not posted the full text of that talk, I've posted a précis of the key ideas and concepts of Not Your Father’s (or Mother’s) Normal: The future of “new-television”.
- A crowd favourite among groups that want to learn to see what is invisible, and to ask the questions yet to be asked when you've asked everything you can think of: What Haven't You Noticed Lately? An Introduction to Applied McLuhanistics.
- Another of my papers that is on university curricula world-wide: What is the Meaning of "The Medium is the Message?".
- Finally, a paper that reveals the answer to the mystery that Marshall McLuhan himself set into his (posthumously published) final work: The Fifth Law of Media.