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Empowered Media, Mobile and why @mashable is Wrong

Mashable founder & CEO Peter Cashmore (who I hugely respect) declared in his recent CNN column the death of privacy and has also found the culprit, i.e he spotted

social media hold the smoking gun.

With all due respect, this could not be further from the truth (although, to be fair to him, he really only used it as an opener).

The term “social media” is self-referential and, hence, pretty meaningless.

The term “social”

refers to the interaction of organisms with other organisms and to their collective co-existence.

Media is the plural of medium, which means

something intermediate in nature or degree.

Therefore, media in the context of communication is – by definition – a tool (sic!), which connects one (human) being (also kown as the publisher) with another (also known as the user, recipient, reader, consumer, …). When “media happens”, one therefore looks at (at least) two (human) organisms interacting, which is – again by definition – social behaviour. QED.

Thou shalst not blame a tool.

To “blame” social media is akin to blaming a shotgun for dead people (and a regular reply to the latter argument would bear “interesting” implications on the former indeed, namely result in advocacy for censorship!).

When Peter Cashmore claims that social media was to blame for the loss of privacy, what he really means is that the (relatively) new tools interactive media provides users with and – maybe even more importantly – the cost of these tools (or rather the lack thereof) has led to an explosion of “publishing” activity by every man (and – PC calling – woman) and his/her dog. The published opinions of all these men and their dogs lead to the creation of something like a “meta-opinion” (which need not always be true of course: cf. the example of billions of flies eating excrements).

The core of it then is people (and lots of them) grouping their proverbial voices to create a storm. This has often been seen and some stories like the one of the Stolen Sidekick have made history. Was Sasha’s (the girl who stole the Sidekick) reputation killed by Evan’s (the guy who published the story) website? What did it then? The server? A script? Some lines of HTML code? Hardly. What it did was the overwhelming response of the public (all those men and their dogs) reacting to something Sasha (the person) had done (stole the Sidekick). And – just as a reminder – stealing something is bad!

The Tube to The Power of Mobile or: the Rise and Fall of Ian

A more recent example concerned a (now unemployed) fellow named Ian. He is a guy who appears to have a problem with anger management. Unfortunately, he worked in a customer-facing job, namely on the tube platforms in London. He lost it and had a “little” rant at a passenger (“I’ll sling you under a train”). Happens every day. BUT: it should NOT happen. Not every day, not any day!

This time, something was different, namely there was a guy standing next to him who filmed it on his mobile. He then posted this to YouTube, blogged it, twittered about it and, soon after, it was on the front pages of newspapers, online and on TV. Ian never saw it coming. Admittedly, he was particularly unfortunate that the guy filming happened to be Jonathan MacDonald, one of the more prolific and knowledgeable “social media” gurus. Suffice to say that Jonathan has a good handle on how to get word out.

Reactions to this (as well as to the Sidekick story before) were wild and (sometimes) violent, in all directions. One common outcry was the one of “trial by social media“. Hang on. What did Jonathan do? He used YouTube (which is open to everyone, including Ian), he used a blog (dito), he twittered (dito). Via Google (or any number of other tools), everyone can get the Twitter handles of newspaper editors, TV news anchors and everyone else in the “professional” media in minutes (Ian, too). A trial is one where one side (the prosecutor) prosecutes and the other side (the defendant) defends. The person that decides, however, is the judge (and/or the jury depending in which country you live).

Therefore, even if one would slap the nasty tag of “prosecutor” on Jonathan, he still was only a little piece of this. And he was NOT the judge! If there was a “trial” by any media, one could/might/wish to look at the “professional” media who picked it up although I understand that they actually have been speaking to Jonathan but also tried to get word from TfL (the tube operator) and Ian. No reply, it seems. Which is whose fault precisely?

He could have responded. TfL could actually have used this publicity to turn it around: Ian has apologised (now), TfL could have shown that they do not tolerate this AND that they are constructively tackling issues when they know of them. Jonathan even offered his collaboration in that. Alas, all London mayor Boris Johnson had to say was that he was “apalled by the video”. He did it on Twitter, mind you. How very 21st century. The tool maybe, the reaction not.

Don’t Be Evil

Google’s famous motto “Don’t Be Evil” was first smiled at as being “quaint”, then hailed as revolutionary and then queried in the face of the company “balancing” acts e.g. with a view to their self-censorship in China).

As a general motto, however, this is what is at the very heart of society. It is the motto we are all (hopefully) being brought up with. Don’t do wrong. It is, I would pose, a fairly broadly supported smallest common denominator of society.

Back in the olden days, a true gentleman would be good for his word. He would stand up in the face of evil and would defend the poor and defenceless. Honourable. And men had to be responsible for their own actions and inactions. At its core, it is all about this:

Self-responsibility is the ability to respond yourself.

Then it all went South (or so said my late grandma).

Empowered Media

Grandma would be delighted though: for we are now in a position again where the straight-forward “man and his word” (and indeed woman, too) can be re-ignited. And the driver (or, in Peter Cashmore’s words, smoking gun) is a variety of newly empowered media.

Empowered media describes the causes and effects of what we are witnessing much better than “social”: digital media become empowered by the tools (devices, software, etc.) that can be deployed to help communication – of fact and opinion – from people to people. Period.

Distinct to the ancient past of newspapers, the number of people able to “publish” has vastly increased because the costs of doing so has decreased to virtually zero. The same is true for the receiving end (which can instantly also turn into a publishing side itself). Very powerful. Also a little intimidating maybe. Well, at least if you have a problem with anger management or need otherwise a broad shoulder to hide behind.

That broad shoulder, the “excuse” by reference to some foggy higher-ups, gods in the clouds, “superiors”, etc is being removed by the ability to record and report fairly accurate accounts of actions and inactions of basically everyone. It empowers everyone (including Ian) to respond: we just re-gained the ability to respond ourselves.

Mobile is the Most Empowered

Mobile is the most powerful tool in the armoury of digital media: it is with you at all times. It is switched on at all times. It is connected at all times (well, the new generation is anyway). It can record audio and video. It can transmit audio, video and text. And it’s yours, and yours alone. And whilst it is so personal, it opens a gateway to potentially 6bn people. That’s a lot of power.

And it’s in your hand!

Oh Nokia, where art thou?

Nokia struck again, it seems. This time? No, not another multi-billion dollar acquisition such as Navteq but another tiny start-up, namely the “boutique” travel social network Dopplr, which the Finnish telecoms giant allegedly gobbled up for anywhere between €10-15m. Hm. Hm Hm…

Dopplr’s Business Case

Let’s see what Dopplr does (besides its co-founder [and angel investor] being an old Nokia hand): the idea is to share trips with friends so that a) people coincidentally going to the same place at the same time (“what??? you will be in Barcelona in the second week of February, too???”) will find each other and b) they can share cool and “unique” tips from other travelers. It is (was?) one of the group of location-aware social networks that have been and are still waiting to come out of cover.

Nokia’s Master Plan

The deal is great for the Dopplr guys who seem to have made a nice return and the pieces of the jigsaw on a very, very, very high level seem to make sense: Nokia is assembling a location-based empire. They acquired Navteq in what was Finland’s largest acquisition ever, they bought German location social network Plazes, and now Dopplr. And it now all comes together at Ovi Maps (which looks quite good!). Makes all sense, huh? The rationale was – arguably – to do to sat-nav systems what they did to (small) digital cameras: kill them and incorporate it into their phones (or multimedia devices). When Nokia moved to Carl-Zeiss lenses, mobile phone camera were basically on par with low- and mid-tier digital cameras. Why carry 2 devices if 1 will do the same job. Easy! And boy did it work!

So, let’s do the same with maps. And, more importantly perhaps, do not maps (and location-awareness in general) find a completely new way of justification in mobile phones, i.e. in devices that are, well, intrinsically mobile? Yes, it does. When Steve Jobs premiered the original iPhone, he famously ordered coffee from the nearest Starbucks, using a maps application. Simple, right? Wooing the masses but nothing much in it, right?

But! On the maps side, Nokia competes against Google Maps (this is what Jobs was using), which is free (if one leaves aside the probably not insignificant investment that will have gone into this service with its various extensions such as Streetview et al). It also has an open API and many, many people use this. It is embedded on the iPhone (Jobs again) and most people I know use it on their Blackberry because it is better than RIM’s own offering. A free download to most phones, Nokias included.

The Impact of (Fairly) Open Networks

Now, I never got these highly specialized things anyway. I find them way to complex to handle: when I am going on a business trip, I am normally much too busy to feed data in some travel network or other. And when I am going on a personal vacation, I am a) even busier and b) want to be left alone (normally). Oh, and did you see that Twitter plans something like this, too?

But even aside from this, when it comes to “being found”, all my friends (real and virtual) knew through my blog, through Twitter and Facebook that I was going to France this summer. Do I really need another, specialized service for this, over and above the ones that can provide that information and also everything else? In other words: does it make sense to try and hone a super-focused service when similar (if not identical) results can – and already are being – achieved through smart filters on networks that have somewhat of a head-start when it comes to active users? I mean, Facebook has more than 300m users, MySpace – even if it seems to be struggling a little lately – will have more than 150m. And then you have Twitter, Bebo, Hi5, Orkut, StudyVZ, etc, etc, etc. – that is more than Nokia sells all year.

Now, the existing players are adding geographical awareness as an additional feature to their services. I mean, even YouTube is doing it!

But the real point is: whoever uses one of these (say, when you are in Brazil, you use Orkut), there is a certain likelihood that your friends will, too. Otherwise, you would not be on it. Need more? I doubt it.

On top of that, it is – arguably – much easier to integrate a location-based function into a network that already has hundreds of millions of users (and I am not talking of hundreds of millions phone users because they only are potential users of any service that might come with the phone) than to build one. Nokia does certainly have a great starting point (it sells more devices per year than Facebook and Twitter users combined; see – old – numbers here) but they are not with Nokia because it provides such a great network but because their phones are good.

When it comes to services, it has become an issue of today’s mash-up world where access and resulting services go across a variety of – more often than not – open offerings rather than tight proprietary ones, and Nokia seems to be struggling of getting to grips with this. Some commentators compared it with Yahoo!‘s M&A swoop in order to try and grab back the love it lost to Google and others. Even if one isn’t so harsh, it seems obvious that the thought pattern behind Nokia’s thinking might be a little outdated. I stand to be corrected (and would love to be since Nokia has brought a lot of really great stuff to the world) but that is what is worrying me. So congratulations again to the Dopplr team again but, dear Nokia, for the time being I remain skeptical as to the commercial sense of it (and, yes, I appreciate that €10-15m is but a fly speck on your balance sheet if it fails…).

Mobile to Rescue Music Business?!

It seems to be music week this week: Apple running its somewhat anticlimactic “It’s only Rock’n’Roll” event today, lots of folks pondering Spotify Mobile and now this: the good folks at Forrester Research have released an interesting report entitled “Music Release Windows: The Product Innovation That The Music Business Can’t Do Without”. This is some statement.

The Old Model is Broken

Forrester was kind enough to let me have a glance at the report, so let me dive into its revelations and the underlying rationales, which starts off with looking at the broken model of the industry: in (latter part of) the 20th century, the music industry was mainly fueled by record sales (first vinyl, then CD). With the introduction of digital media and, in particular, ubiquitous broadband connectivity in many parts of the world, it shifted to digital downloads. Unfortunately, it mainly shifted for downloads that people did not pay for. iTunes has only taken a piece of the action. And iTunes’ ¢99 per song model has then contributed to people no longer buying whole albums but only the songs they like most, which somewhat squashes profitability.

Live events, etc used to be a support for record sales. They have recently become the biggest revenue generator for some recording artists (as well as for some labels, at least if they managed to conclude so-called 360-deals with artists) but they cannot alone make up for the shortfall. On top of all that, people like my 14-year-old son use a plethora of services (Spotify, Last.FM, YouTube and probably dozens more of which I do not know) to quench their thirst for music.

Change the Product, not the Business Model

The researchers suggest to re-think the product offering in order to engage the fan more holistically: leverage diverse assets through those maligned 360 deals: they might “feel” a bit tight around the hips but the opportunities are immense: labels and (capable) artist management can create a very rich offering of diverse content. This then ties in into step #2, which sees the industry moving away from (or rather beyond) the classic album model where an artists would release one album per year (or so) and sustain the buzz in promotion thereof (and in between) with concerts, interviews, singles and EPs. With digital distribution, there is no need for that (an album on CD might be maintained as one part of the mix however): one can produce a continual stream of creative products from the artist. This will help build sustainable and longer-term relationships with fans.

The final piece is – put simplistically – the introduction of release windows similar to what the film industry is doing for decades: releases are structured successively with higher product (read: better monetizable) tiers coming first. It is re-vamping a trusty old model though: you want it first and exclusive, you pay more.

The bottom line is – oh, the bliss of buzzwords – the 4 C’s, which are content, convenience, cost and community: The higher the cost, the greater the convenience and the better the choice of content. The authors basically plead a re-introduction of scarcity in order to re-build the perceived value. Convenience ranks above content in terms of the creation of value: and this is where mobile plays a role: it is always with the user, it is always on, it is readily accessible (at least the new generation of phones is). It is arguably why services like Spotify are believed to be a valid revenue stream for labels, at least on mobile…

Community is the Glue

Is community just thrown in for good measure? No, of course not. According to Forrester, “Community enhances social value.” It is the glue that will be the key differentiator from piracy (or so they hope): the thinking is that a sense of community will build some sort of moral cohesion (another C). Here though, Forrester tails off a little. It says:

“Social functionality should be deployed right across the hierarchy.”

Nothing wrong, you say? No, it is not. However, “deploying functionality” is way short of what is needed to build social value. What makes a community? Emphatic engagement with fans, not a set of tools that sits somewhere on the various sites and offerings being operated by some far-away call center. Whilst the principle is right, the suggested execution remains a little shallow. Forums & networks is all they have to offer. Hm. Everyone has them already, so will this work?

The principle does work, I believe, However, the execution is much, much more complex than the analysts reveal. Here, one can make or break this.

Release Windows

The analysts suggest that a release should be tiered by windows: start with a preview, then go into the mainstream for-pay channels (2-3 weeks delayed) and finally release to “free-to-air” (6 weeks delay). The premier window is suggested to being the one where incremental value can be unlocked: first releases, premium value-added content (and no DRM!), etc; users only get this if they pay. Elegant packaging and programming is crucial to convince people of the richness of this. Then they will not defect to P2P sites. CD releases remain in the mainstream window and then, finally after six long weeks, the Spotifys of this world will be able to get it through their ad-supported model, TDC Play, the Danish flat-rate all-you-can-eat model that generated more than 100m downloads in 15 months would be able to add it to their package, etc.

Mobile is in the premium tier (with very few others): Forrester believes that carriers’ and OEM’s efforts, investment and – last but certainly not least – billing relationships merit this. I would suggest that the eye-opener ringtone where one could charge huge premiums for monophonic (!) 20-second-loops would contribute to this conviction, too.

In the “modern world” with smartphones and flat rate data plans, a lot of it of course hinges on how such services tie in with a) the handset (app vs. mobile web), b) the provider(s), namely labels, artists, operators, handset manufacturers, other (mobile) distributors as well as iTunes, and c) the users, i.e. will they adopt it or will they defect to the (free) web side of things after all. The crackdown on piracy in many countries will have something of a disciplinary effect but the jury on this is probably still out.

Is that It?

There must be more in order to create compelling services and products. Otherwise, I cannot see people doing it in sufficient numbers. It could be seen online with Spotify where, anecdotally, only 17,000 in the UK have signed up to the premium service; I cannot believe that the premium music market should be limited to that. The analysts suggest the creation of

“truly 21st century products […] blend[ing] interactivity, multimedia, multi-platform, convenience and social to create something totally new.”

That sounds awesome but how do you create it? The starting point needs to be the relationship between artist and fan. I have long held that this bond is more than actual musical tastes; it is a lifestyle decision, which is why fans crave to belong to “their” artists’ circles. As early as 2002, a “Britney Spears Mobile Fanclub” was successfully running, and that did not even involve her label! What it did involve though was access (or at least the promise thereof) to Britney (who was, at that time, arguably one of the biggest recording artists in the world). The service combined text (real-time backstage reports from Britney herself!), live concerts, editorial, merchandise, and special promotions to create a rich and comprehensive experience around the artist. And this at a time when a ringtones were just on the rise and premium SMS not widely available! The principle works! It does take however (and that’s a big IF) active involvement of a complex ecosystem of artists, management, labels, merchandise firms, media, etc.

The new generation of artists is of course significantly more tech-savvy (see e.g. upcoming singer Remi Nichole‘s video blogs and tweets): one sees a much higher willingness to participate actively and – even more importantly – authenticly in engaging the fans (“audience” is probably an overcome term in this respect). This can work, and on mobile it can work as a revenue generator, too! But the core is the revised approach to the people (and this is not limited to the music industry): they are not sheep that want to be exploited; if you treat them that way, they bolt. Treat them honestly, fairly, transparently, and you have at least a fighting chance!

Palm Pre syncs with Apple, and more!

Palm came out with a bit of news that reiterates the old wisdom of joining who you cannot beat. The Pre will apparently be able to sync with Apple’s iTunes and iPhoto apps. Apparently, the Pre makes iTunes think it is an iPod or something. The whole thing apparently fails on the DRM side, so no “old” iTunes for the Pre then… What Apple will say to this? Well, that remains to be seen. They surely won’t be happy. But on the other hand, they will probably want to avoid any in-depth tussle over the question of their proprietary software, monopolization and all.

We also learned that, because Palm Executive Chairman Rubinstein is an old Apple hand, “the engineering culture at Palm bears some similarities to [Apple’s]”. There you have it.

But the Pre is doing even better on the music front: its MP3 player includes onboard support for Amazon’s MP3 Store. Files are downloaded directly over the air to the device. Now that’s pretty cool!

More coolness comes with search: the Pre searches, and then – if you want – it searches some more, in Google, in Twitter, … Neat, very neat!

Now, on to the app store. Oops, it is called “web catalogue” at Palm. How many apps at launch? Um, “a dozen or so”… Ah…

So will it succeed? Of course it will: according to Roger McNamee, managing partner of principal Palm investor Elevation Partners, all iPhone users with expiring contracts will switch to the Pre at 4.25pm. There you have it, again!

Orange UK: Mobile Broadband Roars!

Orange UK, one of the large carriers in the country with 15.8m mobile subscribers, has released its “Fifth Digital Media Index”, containing a set of interesting numbers on the data uptake on their network, and it makes for intriguing reading!

The carrier recorded a whopping 4,125% (!) increase in data use over dongles using their mobile network in the last 12 months with dongle subscriptions growing by 504%. Data use from handset increased by 108% and that, I might add, without the help of the iPhone (which is exclusive to O2 in the UK). The increase from dongles will be connected to a big push this offering has seen in the UK (as in other countries) over the past period. Carriers have been and are promoting these aggressively, helping uptake of mobile broadband significantly.
Here are some highlights from the report:

  • Music and video downloads increased both by 38%.
  • Games only grew by 8% (but at least they grew; anecdotally, some other carriers recorded sometimes dramatic drops in take-up) to a total of 770,000 downloaded games, which equates to a market share of 23% of all UK games downloads (the total UK games market would hence be 3.35m downloads for the year with Orange claiming top spot). From the top 10 downloaded games in 2008, 8 were part of the carrier’s embed programme, which shows – again – that users appear more comfortable if they can try it out before (embedded games normally are trial versions).
  • Social network use over mobile increased by 129% in page impressions per month and 48% in unique users. The monthly average number of pages per user was 397. In terms of popularity of social networks, Orange’s Mark Watt-Jones (@MWJ) fed us additional bits via the Twittersphere: Facebook dominates, Bebo is significant, MySpace less so and Twitter grows very quickly (what was the Oprah moment in the UK?)
  • An average of 386,000 GB of data have been transferred via dongles and handsets per month.
  • Mobile search grew by 120% with 45% of the results being “off-portal”, i.e. outside Orange’s domains.
  • Good old SMS still looking good, too: 19% growth with 1.7bn sent every month.
Another key point Mark brought us via Twitter: 99% of access to social network sites came from non-smartphones. This is quite noteworthy indeed as it arguably shows that mobile data usage now transcends beyond the power users on sophisticated handsets and also that content leads the uptake: give people compelling content, and they’ll use it. Mobile data for the masses seems to have arrived!

Mobile Games on Twitter

Birds (sic!) do it, bees do it, even educated fleas do it, and now even Oprah (have you been there before her? Check here)… so: what about mobile games companies tweeting? Now, there’s many of them already out there (see list below) but how much sense does it make (that it makes sense for your business I demonstrated recently)?

Looking at a few of them, you’ll find anything from very 20th-century in-your-face selling (probably not so efficient) to enlisting (or trying to) followers to help in everything from game design, logo colours to community components that should go into the next iteration of the website. And it is in the crowdsourcing where I see a bit of potential: most mobile games companies are fairly small, and money to spend on sophisticated research, focus groups and what not is scarce or AWOL. If one can draw on the opinions and insights of friendly followers to learn about their (the consumers’) preferences, this is surely all good. Since Oprah is on there now, too, there is even a chance that your followers will not only be fellow industry professionals…
Although, even to the industry, Twitter is as powerful a tool to the mobile games people as to anything else (maybe with the exception of the global car-wash industry – everyone who’s been to CTIA Wireless will understand the reference): it is a great channel to get the message out to people who matter to you (and who actually show that they care by following you), which puts trade marketing (even if not in the strict sense of the word) onto the list on why you should do it.
So here’s a (surely incomplete – please excuse and feel free to add!) list of mobile games companies who tweet:
Gameloft: @gameloft
Connect 2 Media (yes, that’s us): @connect2media
Oasys Mobile: @oasysmobile
Hands-On Mobile: @handsonmobile
Digital Chocolate: @dchocgames
I-Play: @iplaymobile

Tag Games: @taggames
Fishlabs: @fishlabs
Gamevil: @gamevil
Distinctive Developments: @distinctivegame
Lemonquest: @lemonquest
Oh, and I’m out there as @vhirsch

Twitter Can Save Your Business or How Virgin Media uses Modern Customer Service Tools (off-topic)

This is not strictly within the realms of topics I normally cover in this blog but it certainly deserves wider notice.

We run a game development, publishing and distribution business and, just before Christmas, moved offices. Our ISP is Virgin Media, part of the Branson empire that bought erstwhile ISP NTL a while ago. Virgin was quite forthcoming to accommodate our move and were, I’d say, happy that we would stay with them. They needed – or so they said – 6 weeks to make the full switch but told us to accommodate us with a DSL line in the interim. Whilst this is stretching for the HQ of a digital company, it was only for a short time so, hey, roll with the punches…
Then we were told that all would actually take “a little” longer. A little became end of May 2009; this would have been nearly 6 months from our office move. Impossible! Software engineers, deployment teams, sales force, marketing, project management all over a DSL line? Our worst nightmare!
That Friday night, after I had heard this – fairly solemnly delivered – verdict of the Virgin customer service, I vented my frustration on Twitter, namely by addressing a tweet to Sir Richard Branson, entrepreneur extraordinaire, customer service evangelist and face of Virgin. Sir Richard was at the time, I believe, on an around-the-world trip with his various Virgin airlines…

Then the power of Twitter, ordinarily available only to the digital and real-life celebrities with North of 25,000 followers, also showed its might to me: inside 12 hours, I had direct messages via Twitter from the MD of Virgin Media and their Sales Director for the business division of which Manchester is part. By Sunday I had their mobile numbers and arranged for a call with the MD on Monday morning. By Tuesday, we had a tentative date (20 March), which was then bettered to 17 March. And as of 1pm of that day, our business was, well, back in business (the engineer delivering the router et al was actually a full half hour early). Within 15 minutes our IT manager, sys admin and my good self were peppered with careful inquiries from various sources within Virgin asking if all was in order. Wow!
Besides this being a nice war story, it does show what Twitter can be used for: Virgin Media will have identified a need to address the – anecdotally very poor – customer service levels of the NTL business they acquired. Now, one could of course (and rightfully) claim that I should not have needed to go to one of Britain’s most successful entrepreneurs to get a response from somewhere in the bowels of this organization. On the other hand did they manage to demonstrate in exemplary fashion the passion and dedication they have: I mean, an MD of a large ISP twittering you on a weekend? Impressive.
Whilst this does not solve the root of any general customer service issues Virgin Media may (or may not) have, it does allow their management to manage change from the top, and it does – whilst not replicable (at least not through MD treatment) – allow them to accelerate sensitivity and awareness for such issues within the organization whilst displaying (and in a convincing fashion) their will to improve (and don’t we all happily fall for a show of good will and effort!).
The only question that remains is whether Sir Richard has a Twitter Manager or if he actually forwarded my tweet to his lieutenants himself… I do thoroughly thank everyone involved there; a great example of how it can work, a great showcase on what Twitter can do to help your business, faith restored!

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