computers should be less friendly

With all the trouble in the banking industry nowadays you’d think your mega banking conglomerate would be willing to seek advice and differentiators from anywhere. You’d also be horribly wrong.

I’ve been a Bank of America customer for a long time and have even gotten other people to switch over because I think their online banking is the best in the business. So, today I was looking around for a particular feature and couldn’t find it. After searching through their FAQs I decided that the feature just didn’t exist. So, being the helpful customer I am, I went to go send them a suggestion. I was going to tell them where they should put it, how it could work, how useful it would be and how it would make their site better. Basically, a solid gold use case they could drop into their product backlog ASAP. The “Contact Us” link was nice and easy to find and on that page was a link to “Bank of America’s Unsolicited Idea Submission Policy”, which reads:

Bank of America and its associates do not accept or consider unsolicited ideas, including ideas for new or improved products, processes or technologies, product enhancements, advertising and marketing campaigns, promotions or new product names. Please do not send any original materials, suggestions or other items.

-Source

Ouch, well, so much for listening to your users and working with them to create a better product. I get the need to protect your IP but go have a talk with the executives at Procter & Gamble who completely changed their R&D model to get more innovation from the outside. “Today, more than 35 percent of our new products in market have elements that originated from outside P&G, up from about 15 percent in 2000″, according to a March 2006 article by The Harvard Business Review. I am sure this number has grown just look at their huge web presence for external innovations called, P&G Connect + Develop. Time to get on the Train, BofA

Years ago, innovation took place in locked basements behind steel doors with retinal scanners.  With the publication of Wikinomics crowd sourced innovation has slowly become commonplace.  Companies ranging from P&G to Big Pharma now try and incent external people into solving their pressing R&D problems.  This model can work pretty well — just ask P&G about the Swiffer. 

This week SAP announced a "partnership" with Innocentive a company that facilitates crowd sourcing of ideas and solutions.  The company has received a fair bit of press over the million dollar prize to find the gene responsible for Lou Gehrig’s Disease(ALS).  The company was originally founded around helping Pharma companies reduce R&D spending.  David Ritter, the CTO, said, "R&D spending at Pharma companies was growing faster then revenue, that is not sustainable."

Clients of Innocentive (Seekers) put challenges up on the company’s site to deliver either ideas or complete solutions to some of these R&D challenges.  One of Innocentive’s differentiators appears to be their ability to make the Seekers secure that the IP they are receiving is clear of claims.  I however, worry more about the implications of competing for a prize, being a Solver.

The company receives all entries for their review so that they can select the best one and reward the prize.  This probably works well in a space like Pharma or real goods where infringing on a patent is more obvious, a compound has a composition or a product does something and looks a certain way.  With software this is a bit more muddled.  The exact implementation of the software isn’t as important as what it actually does and why it is an improvement.  Additionally, software is compiled, obfuscated and it can be hard to even prove if someone has stolen or not stolen code.  Ask SCO and IBM about how much it costs to sort that out. 

More troubling, Mr. Ritter noted that "The bulk of problems on Innocentive are submitted anonymously, because they don’t want to "tip" their hat to the problems they are working on."  Which makes it even hard to find where your software idea or algorithm went.

When pressed on this Mr. Ritter conceded that there was a certain amount of faith the Solvers are putting into both Innocentive and their clients.  Personally, given my knowledge of SAP I would feel perfectly safe in giving in an idea and if it did not win, not having to check every new product for some of my ideas.  I don’t know if this is true for every person or every company.

Photo courtesy of soldiersmediacenter

“There is no strife, no prejudice, no national conflict in outer space as yet. Its hazards are hostile to us all. Its conquest deserves the best of all mankind, and its opportunity for peaceful cooperation may never come again. But why, some say, the moon? Why choose this as our goal? And they may well ask why climb the highest mountain. Why, 35 years ago, fly the Atlantic? Why does Rice play Texas? We choose to go to the moon. We choose to go to the moon in this decade and do the other things, not because they are easy, but because they are hard, because that goal will serve to organize and measure the best of our energies and skills, because that challenge is one that we are willing to accept, one we are unwilling to postpone, and one which we intend to win, and the others, too. It is for these reasons that I regard the decision last year to shift our efforts in space from low to high gear as among the most important decisions that will be made during my incumbency in the Office of the Presidency.”

Where has this type of spirit gone in our nation?  Is it dead or just sleeping waiting for the right time to reemerge?  It makes me sad I wasn’t around to see the US in it’s glory days, just in it’s seeming twilight, although this is a ray of hope:

Phoenix lander descends to Martian surface, shot from MRO