Mobile Games on Twitter

On 19/04/2009, in Uncategorized, by Volker

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

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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Twitter Raises More Cash

On 14/02/2009, in Uncategorized, by Volker

I and many others had been speculating if they did or did not need new money (founder Biz Stone says they didn’t) and amidst people scraping together money, fearing long, cold winters of recession, Twitter raised a more than respectable third round of $35m led by tier-1 VCs Benchmark and IVP. This can, according to some sources, still grow as existing investors want to protect their dilution (which would make sense, I suppose). Congrats, folks!

According to Stone’s blog, they do not need the money. However, they felt the offer was so good that they could not say “no”… As they would say…
What is it for then? And, ah yes, they want to use some of the capital to “help build their revenue-generating projects”. And that’s about time, too! On the other hand, let’s not be too derogative: they have been growing at an amazing speed (the numbers I had were 780% last year; Biz Stone now ups them to more than 900%) and with the media making the right noises and even secondary Twitter businesses being funded (which often do have at least the hint of a “how-to-make-money” set-up though), there certainly is something in this. That Twitter has its uses for businesses is a tale that you can read about from hundreds, including the traffic kings Guy Kawasaki and Peter Cashmore (Mashable); the Twittersphere is full of “top-20-business-uses” style how-to guides. 
How will Twitter itself monetize on this? Rumours are flying as always and they range from paid-for corporate accounts to advertising to, presumably, big-media tie-ins. There is so much room to look when you are commanding this big and active a user base that there a plenty of angles; the Twitterati may be younger and poorer than the average (there’s recently been a “Twitter census“)but they are at home in the new social media and they are ultra-mobile with a higher proportion on laptop and mobile usage. Welcome to the future then! I had suggested a few possible avenues previously; and if even I can do it, I am sure they can do it… ;-)
Oh, and if you wish, follow me on Twitter here.

Casual Connect Europe in Hamburg

On 07/02/2009, in Events, by Volker

With the conference season upon us, I shall be trekking to my former hometown of Hamburg on Monday to join the good folks from the Casual Games Association for their European iteration of Casual Connect. It looks like a pretty cool show with lots of interesting stuff going on, in particular also on social gaming and cross-platform initiatives: they have numerous panels and keynotes on both and a whole strand on mobile. Interesting speakers, too: Rob Unsworth (Digital Chocolate), Ami Ben-David (Oberon/I-Play), Philippe Dao (Gameloft) are there plus an interesting panel with Fishlabs’ Michael Schade and Handy Games’ Christopher Kassulke on the same panel (their two companies had a little bit of a tiff recently). I’ll be there to elaborate a bit more on mobile social gaming… Fingers crossed.

If you are there or close, drop me a line, a tweet (vhirsch) or whatever else. I’ll try to post my impressions in between but it might need to wait (day jobs turn into night jobs during conference seasons, you see…).

Twitter on the Money Trail again…

On 27/01/2009, in Deals, Social, by Volker

Twitter is this phenomenon of which some people say it is the business that never was. Not that Twitter never was but that it never was a business… which is why they apparently need fresh money, or more specifically $20m, or so it is said (see also here) The valuation? A cool $250m. A lot, you say? Well, they allegedly recently turned down a $500m acquisition offer from Facebook, so it’s a bargain!

Now, one of the issues they are facing is (never mind the unresolved business model) that a) they need to bulk up on infrastructure to cater for the 750%+ growth in 2008 and b) (OK, there are probably more reasons) they are trying to bring back SMS notifications to the UK (which it stopped last summer claiming it cost them up to $1,000 per user p.a.). And on the latter I wonder why: does anyone still uses this? I am using Twitterberry, cooler users use any one of a plethora of iPhone clients, and there are enough clients for “other” phones out there, too. It is more convenient, more powerful, a better interface and – for Twitter – much, much cheaper. If they are not satisfied with it, shouldn’t they perhaps invest some $100k to build a Twitter client for all phones? I mean, it’s not THAT complex…
As to business model, I am fairly confident that they will be able to translate this staggering amount of traffic into $$$. Their recent acquisition of Summize, which provides a newly introduced search option for Twitter, is one step. My hunch would be that they will utilize some of the momentum their growth afforded them will allow them to acquire some of the value-adding services (GigaOM names Twitpic and Stockwits) as well as ad-funded clients (e.g. Twitterific serves you – on the free version – an ad per hour of use).
Oh, and yes, I am a fan and Twitterer. Follow me here (vhirsch). And, no, if you’re an investor, Stephen Fry‘s account on why this is so great will not necessarily convince you it makes sense (although he is VERY enthusiastic about it) ;-)
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I’ve been a fan of those “bloggers on speed” of the likes of Jaiku, Twitter, etc for a while but I am not entirely happy with the interfaces yet: the services live of proximity and timeliness in that is then that they unfold their true power. Otherwise, the old-fashioned web accessed from an old-fashioned computer with 10x more bandwidth and a proper keyboard might actually be superior. Mobile blogging however is relatively clunky so far. There are a few guys out there who offer mobile little J2ME apps, (mobile) browser plug-ins, widgets, you name it (see for some solutions here) but, let’s face it, they’re not really as slick and seamless as they could (and should?!) be. Tellingly therefore, both Twitter and (now Google-owned) Jaiku use SMS as the prevailing interface to communicate with the world through their networks via your mobile phone. Is that really it? Look at the Facebook Blackberry app: so slick in comparison!

UI, accessability and discovery are the key drivers for mass user adoption – and this what all social media lives of (apart, perhaps of the institution of marriage, which seemingly works best in micro-communities of 2), so why do they not tackle this bit more aggressively? The answer might be that, whilst they realize that mobile is a major contributor to their value-add when compared to other web apps, they are not actually mobile companies; they are web companies.

The idea of utilising the power of web 2.0 and its wealth of widgets and applets contributed by a gazillion of independent developers and fan boys might all be very well but it slows adoption: Facebook apps only became successful after Facebook itself was such a huge community, they did not drive that growth (although they now arguably contribute significantly). Therefore, it would seem to me, it would be required that the originators/owners of those networks contribute more energy and resource into optimizing the user interfaces to use the actual service before falling back on third-party add-ons. Alas, it is impossible to find a Google widget (for iGoogle or Google Desktop) even for Jaiku, which Google acquired. Tellingly, the only available widget was produced by fans… There’s quite a bit to be done, I think…

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