Tag Archives: business

Flying Saucer: Doing the Right Thing

Few things impress me more from management than responsiveness and a sense of responsibility. Contrary to what some people seem to assume when I say a thing like this, the reciprocal isn’t true. There are several things managers can do which disappoint me more than their lack of responsiveness or their failure to take responsibility for something going on in their business. The main point is that I don’t really expect most managers to be responsive or responsible in matters pertaining to their business. Without my noticing it, there might be an implicit indictment of common managerial styles in the way I perceive responsive and responsible managers. But I mostly mean this as praise for what I perceive as proper management.

Now, those who know me would probably shout out that I’m really nothing like the “managerial type.” At best, I’d be the kind of person managers may pay attention to, on occasion. But I like ambivalence and nuance too much to be a “decider.” Since I have never been (nor do I ever plan to be) in a position of power over others, “it’s all good.”

What does any of this have to do with the Flying Saucer Draught Emporium, you ask so eagerly I can smell the anxiety in your voice? Simple: Management at FS has just provided me with an excellent example of what I consider to be responsible and responsive management. And this does almost as much to endear them to me than their beer selection. SRSLY!

Here’s the deal…

Went to the recently-opened Austin location of the FS beerpub chain. Based in Houston, the chain has pubs in different parts of Southcentral and Southeastern United States (AR, TN, TX, NC, and SC). Because their beer selection tends to be rather extensive, their pubs are mentioned occasionally in beer podcasts and informal discussions. I was thus enthusiastic about the opportunity to go and sample some of their beers. Anything which brings people to understand beer diversity has my attention.

To make things even more exciting, the pub has a Monday night special (every week, apparently) during which draft beers are sold at $2.50 a pint. There are less expensive beers around (including some carefully crafted beer brewed locally) but given Flying Saucer’s beer selection, the deal sounded too good to be true.

And it kind of was. Not every beer on the draft menu was part of the special. Fair enough, of course. But a bit confusing. In fact, something on their Austin website was slightly misleading. Nothing to sue them over but, still, it’s a bit frustrating to have reality not live up to expectations set up by information given out by an enterprise. (A rare occurrence, right? 😉 )
So I submitted some comments using their feedback form. Because my comments were (hopefully constructive but still) somewhat negative, I sent those comments in the “Criticize Us” category. I tried to make my comments as thoughtful as possible but I did feel a bit silly to criticize a pub for what is objectively a very nice special. It’s probably just something about myself that I like to tell people what I feel about what they do to me. It might even be a Quebecker thing.

Thing is, I didn’t really expect an answer. I was sending comments in the hope that, maybe, it would reach someone who might be reminded of it on an occasion where it might matter, somewhat. I almost sent a copy of my comments as an “open letter” but, probably because I felt a bit silly for sending such comments, I refrained from compulsively blogging the issue.

I sent my comment at 10PM CET. An automatic response told me, in a humorous way, that I should receive a response within 12 to 24 hours and, failing this, I should send another message. I don’t even expect that kind of a response time in time-sensitive situations (say, a moving or a courier company) so I really didn’t expect a response in that timeframe. But this auto-response did prepare me to get some kind of reply (probably a generic response) at some point in the not-too-distant future. Again, this wasn’t something I was really expecting when I submitted my comments.

What I still wasn’t expecting after receiving the automatic response was what actually happened. By 4:30AM CET,  a message was sent to me by someone at the Austin management for Flying Saucer. That message was CC’ed to other people but was clearly addressed to me. No form letter here. In fact, the message was directly addressing the issues I had raised, in exactly the right tone and most appropriate way. The person who sent the message took responsibility for the misleading statement and pledged to rectify it right away. In fact, by the time I read that message, the actual webpage had in fact been updated, and the statement I had quoted had been replaced with a claim that I find humorous, honest, and quite appropriate.


Of course, it didn’t take them too much of an effort to make these changes. And they might have acted so quickly for fear of legal issues (even though my message wasn’t at all meant to be threatening). But I’m still very impressed by the responsiveness and sense of responsibility displayed by management at Flying Saucer Austin.

To remain in the corporate mindframe, it reminds me of ads for a fast-food chain in which people act in a “refreshingly honest” way. Though I’m certainly not going to eat fast-food because of ads like these, I definitely appreciate the concept. Openness, transparency, effectiveness, responsiveness, responsibility… Taken together, these qualities make for a very pleasurable experience, even when they relate to relatively large institutions. I sincerely think that if more managers were like that, many problems could be solved.

Now, if I can only get Texas to change its beer import laws… 😉

The Flying Saucer Draught Emporium – www.beerknurd.com

Legal Sense: CMS Edition

This one is even more exciting than the SecondLife statement.

After the announcement that the USPTO was reexamining its patents in a case against open source course management software, Blackboard incorporated is announcing that it is specifically not going to use its patents to sue open source and other non-commercial providers of course management software.

From a message sent to users of Blackboard’s products and relayed by the Moodle community.

I am writing to share some exciting news about a patent pledge Blackboard is making today to the open source and home-grown course management community.  We are announcing a legally-binding, irrevocable, world-wide pledge not to assert any of our issued or pending patents related to course management systems or transaction systems against the use, development or support of any open source or home-grown course management systems.

This is a major victory. Not only for developers of Moodle, Sakai, ATutor, Elgg, and Bodington course- and content-management solutions, but for anyone involved in the open and free-as-in-speech approach to education, research, technology, and law.

Even more so than in Microsoft’s case, Blackboard is making the most logical decision it could make. Makes perfect business sense: they’re generating goodwill, encouraging the world’s leading eLearning communities, and putting themselves in a Google-like “do no evil” position in the general public’s opinion. Also makes perfect legal sense as they’re acknowledging that the law is really there to protect them against misappropriation of their ideas by commercial competitors and not to crush innovation.

A small step for a corporation … a giant step for freedomkind.

Medici and Innovation

First encountered the notion of the Medici effect through this interview with Frans Johansson in Ubiquity, a journal frequently mentioned on the Humanist Discussion Group.
A recent article about important changes coming from simple ideas made me post a short blog entry about changes from simple ideas. Interestingly enough, Johansson himself posted a comment to that entry.
This is in fact a frequent stream of thought, for me. In both business and academia, we tend to live through ideas. Specific ideas. Especially those which can generate money or research projects. An important dimension of the “Medici Effect” seems to be that simple ideas can lead to great accomplishments. Another important dimension is that ideas are both generated in and implemented by groups. Some social contexts seem especially conducive to new ideas. This perspective is well-known enough that even Denys Arcand’s Invasions Barbares had something to say about it.
There’s a lot of directions one could take to talk about innovation from that point. Among the possible threads: artistic creativity, personal innovation, sense of discovery, the economies of ideas, ideas come from the people, “intellectual property,” fluid/organic innovation, boundless ideas, innovation through links between ideas, Lavoisier on ideas (nothing is created or lost, everything is transformed, including ideas), and so on and so forth.
My personal feeling is that the very concept of innovation has become something of a “core value” for a number of people, especially in industrialized society. The type of “newer is better” view of “progress” in both society and technology.
In my mind, the best thing to do is simply to bring ideas together, a “shock of ideas” («le choc des idées»). Hence the long list of tags… 😉

Great Changes from Small Ideas

Valley Advocate: Thinking Small

An interesting concept and a fairly good article on the benefits of starting from very small ideas. It connects with a lot of different things, like innovation, maybe because it's so simple (in a useful way). A bit like “baby steps” on both cognitive and social levels. Reminds me of Chowhounds and the SBM (slightly better muffin) idea. And because it focuses on idea generation, it makes me think of Gotlib's  «homme à idées» (“Idea Man”) in a volume of the famous Rubrique à brac series (volume 3?).

If more academics could think like this. Medici Effect, anyone?

And why is it so many big ideas find their ways into economics and business yet have limited practicality for the real world? 😉