We all have reasons for our love or disdain of Twitter.

It’s been around since 2006, which makes it about 400 in internet years—so it’s even somewhat shocking that it remains relevant. I don’t object that it has its share of self-involved, narcissists. I also can’t deny its strength as a tool for grassroots advocacy. In my day-to-day I utilize Twitter as a vehicle to deliver interesting stuff from handpicked curators, but the thing that keeps me tweeting, other than my desire to participate in a like-minded community not bound by geography, is something that Frank Chimero discussed at the Design Currency Conference in Vancouver in 2010- the element of delight in design.

So how is Twitter delightful?

Twitter has all kinds of uses and the organization of social events is one of them. The other day I had been tweeting with a couple of my friends who were organizing an outdoor projected Geena Davis-themed movie night. They were going to show a double feature and were crowdsourcing movie recommendations. I responded with the tweet: “Beetlejuice Beetlejuice Beetlejuice?” Immediately upon tweeting that statement a user named @Betelgeuse_3 tweeted to me: “IT’S SHOWTIME!” (If you have seen the movie you know that repeating Beetlejuice three times conjures up a ghost played by Michael Keaton who says the previously delivered response). @Betelgeuse_3 had used Twitter to facilitate a shocking experience exactly as the movie character would have done.

It was so unexpected, so clever, so awesome.

This apparently spontaneous connection made me laugh for about 20 minutes and later upon relating the story, over several occasions, I experienced the same elation. It could be that I have an alternative sense of humour, but I think it was the “delight” created by the combination of surprise & nostalgia.

So how was it done? This experience was mediated by a Twitter Bot designed by Muffinlabs. It uses a keyword search which identified the combination of words and immediately tweets a response with a previously set statement. They have similar bots that are triggered by lines from Robocop, Princess Bride and Office Space. Muffinlabs states on their site that the bots are, “just for fun” and have made the code which they call Chatterbot available to everyone—with the stipulation that it is used for good, not evil.

Contemporary audiences have evolved and are not satisfied by the passive consumption of content—they desire to produce while they consume, to contribute while they connect. Twitter is successful at delivering all kinds of content but what makes it special is that it is punctuated with these witty & playful exchanges—random acts of delight. Some say it is just another medium, a trend that will fade over time, but for now it offers something more than your Google Reader, RSS feeds, newspapers or televisions do. It offers opportunities that yield thoughtful, well crafted, delightful experiences masterminded by real people going out of their way to turn the mundane into something special.

Corporate Identities are generally not known for being delightful—although, some of the best logos are infused with a hint of wit. A logo is just one of many touchpoints that comprise an identity, so a clever designer can find other ways to incorporate intrigue. Chimero highlighted interactive design as one such touchpoint that offers an opportunity to inject a delightful experience—which engages audiences on both intellectual and emotional levels. The key to creating this type of experience is having intimate knowledge of your audience, something that Muffinlabs had bang-on. Identity design is much more than doodles on a napkin, although that may be how it starts. It is a thorough understanding of a company, their clients, the competition, the industry, their aspirations and the best strategies to get them there.

So, do share; has Twitter delighted you? Or even better, in the wide world of design how have you managed to infuse some delight?

Used in situations where two adjacent characters would bump into each other, there are two types of ligatures, standard ligatures and discretionary ligatures.

Most people are acquainted with the ampersand, the celebrity of the ligature world, but that is comparable to the ability to identify Jim Morrison–it doesn’t mean you know the entire Doors discography nor the history of Classic Rock. Knowledge of design holds a certain amount of cultural capital in our society, and although some seem to have a certain proclivity for it, for most it takes effort, training and practice to speak it fluently.

We had a recent situation where a client wasn’t versed in design language and we failed to interpret. In this particular situation, the kerning (space between letters) came into question. Actually, the design had been kerned, but it was re-kerned and resubmitted only to have it returned with the same comment. As a designer being able to take criticism is a required skill, but there is no guarantee that a client has the vocabulary to communicate the issue. Resolution finally came when we switched to the telephone and were able to ask the client to point out the problem, it turned out that the “letter spacing issue” was that the “f” and “i” were touching.

It was a ligature.

To us, it was design love and attentiveness; to them, it looked like an error. We were speaking different languages. The fact that the client did not know what a ligature was flew under our radar, but had we stepped back from their initial comment and considered its context we may have saved time and irritation for us all.

So why hasn’t the ligature passed into the realm of common visual vernacular? Why don’t they feel as natural to clients as layouts designed with the golden ratio? One reason ligatures have not saturated the designscape is that in recent history many typefaces did not included them, so the designer had to choose to change faces, or create them by hand. However, with the dominance of OpenType, this seems to be a problem of the past as many typefaces are equipped with a large variety ligatures. Another force working against the pervasiveness of the ligature is the designer’s nightmare–the dreaded word processing program. Fortunately, fixes have been created for Pages and you can now choose to “use ligatures” and Microsoft Word 2010 has added support for OpenType ligatures, (for help enabling them you can find a tutorial here).

Technical functionality is not the only hinge when it comes to ligature use; personal taste is also a factor. To some, the use of ligatures is on par with the choice of serif or sans. With roots in early writing, some see ligatures as carrying a certain rare elegance, adding class and refinement to text. On the opposing side, some view them as antiquated, traditional and superfluous. Lovers of the ligature will argue that they are not merely ornamental, but efficient, replacing two letters with one and simultaneously increasing legibility–exuding the modern ideals of form following function.

Ligatures are a decision that every designer must make for themselves. To me, they are something special; so efficient, so thoughtful, so graceful, so salacious–and when I come upon them in life, I can’t help but smile, as I imagine two letters making love.

So we pose the question to you, are ligatures an element of typographic style you cannot live without? Should we as designers come together and create guidelines for their use? Or, are they archaic and a tradition that needs updating or better yet, to just go away?

I’m basically a print designer, and even though I have done web design I worried that they would be “talking in code” and I’d be lost. I was pleasantly surprised—the presenters who showed some code did it in a way that I could understand. Even Eric Meyer’s chat on “CSS for evil” was presented in a way that made sense to the print designers like me!

Monday morning started with AEA founder Jeffrey Zeldman giving a history of Emoticons. From the simple smiley face to winking emoticons with hats and mustaches to the difference between eastern and western styles, we were impressed with Zelman’s vast knowledge.

Just joking :)

Seriously, you know that the next two days are going to be great when you hear things like “Beautiful no longer means flash-based.” Zeldman’s passionate opening on the history of the web—Web 2.0—set the tone of the conference. He kicked off AEA by showing inventions from history that led to the web, and showing why we stand at the dawn of a newer and more mature web powered by standards.

Following Zeldman, we heard from Sarah Parmenter on Crafting the User Experience. She discussed principles from human psychology, such as speed, simplicity, surprise, social behavior and stirring emotions, and she gave practical advice for using psychology when thinking about web design and user experience.

Rounding out the morning was Jason Santa Maria’s session On Web Typography. He began by talking about what makes a good web typeface and major typography considerations, such as dimensions, special features, prolonged reading and internationalization. “Good typography is invisible. Don’t make me think about reading, just let me read!” Then he talked about the advances and choices we now have with web fonts. Even though those advances are exciting, he cautioned, we still have to use good design and web standards.

The afternoon started with Scott Berkun talking about Why Designers Fail and What to Do About It. He gave us his thoughts on how we’d never learn and move forward without failure. He said all designers fail 95% of the time, but design suffers from a lack of failure analysis—how to look at the reasons we fail and what to do about it.

One of my favourite sessions was A Content Strategy Roadmap with Kristina Halvorson. She provided valuable insights into how we spend a lot of time on strategy, wireframes and design before obtaining content for our websites. Content often comes last, when it should come first. The bottomline: “Start designing from the content out, rather that the canvas in,” she said.

Finishing off the day was Luke Wroblewski, whose presentation Mobile Web Design Moves left me eager for his full-day mobile web design course. It was exciting to hear about the huge growth in mobile usage, the immense possibilities of mobile web design and how we need to think differently when designing for mobile devices.

Day two started off with Eric Meyer and his talk The CSS3 Anarchists’ Cookbook. Basically, he gave us tips and tricks on how to use CSS for “evil”—how to mess with your co-workers by changing up code in their browser’s user stylesheets. I was a little scared of this talk, but whenever Eric showed the code he showed examples of what it did so it made sense. It was a cheeky way to show the new tools in HTML5 and CSS3.

Jeremy Keith followed with a discussion of Design Principles. He talked about how your principles and design should match, and how this will help you reach your goals—“The more you can boil down your design principles, the better.” Aarron Walter then did a presentation titled Idea to Interface. It was great to learn how those iPhone apps you have in your mind would translate from just an idea into actuality. He said you need to give yourself permission to be the person with the idea, and he outlined how you would carry it through.

The afternoon continued with Andy Clarke and his presentation Smoke Gets in Your Eyes about CSS3 web animation. We learned about the latest CSS animation techniques, and he showed some entertaining videos, such as the Flash vs. Web rap battle.

Alexa Andrzejewski, the founder of Foodspotting, followed with an intriguing presention The Dimensions of a Good Experience. She talked about evaluating experiences using 10 principles from urban planning, and how these same qualities could be applied to digital experiences—“Design influences our experience of the world.” It was the process that led her to create the Foodspotting app.

Finishing off day two was the humourous and incredibly passionate Tom Coates talking about Everything the Network Touches. He reminded us all about how exciting and powerful the web is and how the network is not only extending to people but to objects and places. His final thought: “I am going to say something controversial: I don’t think we should have web standards. It’s only with the ability to explore and not be bound by rules and regulations that we going to create and discover new realms.”

With our minds on overload from these two days we headed into day three, Mobile Web Design with Luke Wroblewski. Again, I had no reason to worry that we’d be doing something super techincal. It was all digestible information. Talking to a crowd of 300, Luke did a great job of getting us to interact with him and each other. He started by asking the audience what we’d like to learn. We also did a few interactive projects by sharing in small groups. Throughout the day, Luke took us through the major considerations when designing for mobile: what the constraints are, stats on usage, what behaviours drive the use of mobile devices and how they are used.

AEA, you know how to throw a conference: 12 exceptionally fantastic speakers, a live Twitter feed, three parties and a soundtrack! If you’re looking to attend a fun web design conference that runs seamlessly with loads of exciting and passionate people, check out An Event Apart. Having attended many design conferences I found AEA to be among one of the best experiences I’ve had. I went from not knowing anything about this conference to coming back with practical experience and tools ready to be put to use in our office.

Further reading:
A List Apart
World Wide Web Consortium
Luke Wroblewski’s Notes on AEA Presentations

“We need a Facebook page and a Twitter account, right?” ask many of our clients these days. Much like clients who want news sections or blogs as part of their websites, our answer is always “It really depends.”

If social media channels are where a majority of your audience is spending their time, then yes, you should probably consider making it part of your marketing and communications plan. But if you don’t formulate a strategy and stick to it, you could make a mess and even undermine your brand in the minds of that same audience.

Many of our clients have jumped into the “Twittersphere“, convinced there is benefit in engaging an audience using this new form of communication through micro-blogging. However, some take on this activity without the aid of a formal strategy to guide them and as a result get caught up in tweeting often instead of tweeting well, risking turning off the new audience they’ve attracted.

One of our clients recently engaged the services of two PR & communications professionals and challenged them to build their brand presence online using Twitter. They came out of the gate strong, using some clever posts to get the attention of dozens, then hundreds, of followers. But as they got more comfortable with this new voice, and others in the group joined in the publishing of tweets, they began to post too frequently (and at the wrong times) and the content of their posts were increasingly less relevant to their business and its audience.

Our advice? Focus. It was time to re-examine the strategic plan outlining why they were using social media in the first place. A social media plan is terribly important if you want a tool like Twitter to work for you.

One of the fundamental issues behind a decision to engage in social media with business has to be the goals and objectives. As with any marketing initiative, it is imperative to consider who your target audience is, how they are using social media and most importantly the core message you want to share with your audience. Lastly, some thought toward how success in this new realm will be measured is highly recommended to avoid endlessly investing time with no notion of what positive impact the effort is having

Our client stated that they were expanding their tweets beyond their niche focus to integrate others’ posts (retweets) and local events to establish community relations. This might be a smart strategy if used wisely, but could undermine the whole effort if it resulted in a drift away from the core message and numerous tweets which ultimately serve to annoy their audience.

As much as social media can be a fabulous way to create large ‘social’ networks, when used in the service of business, it works best when focused on expressing or reinforcing that ONE THING that a business does best.

For example, a restaurant may choose to use Twitter to foster a genuine relationship with an online community–especially if there is something unique about the restaurant that people may not know about from existing channels. This audience might be grateful to read posts about location openings, new dishes, special offers, contents, events, even customer polls, but that same audience might not appreciate being inundated by frequent, irrelevant or even confusing tweets.

Many social media experts will argue that using Twitter is about creating a conversation, which we agree with, and having a human tone and friendly interactions can be a good way to engage a community in a dialogue, but one should remember that this is still a business/consumer relationship. A corporate Twitter account isn’t probably the best place for chit chat with strangers, clogging others’ Twitter stream.

It’s a good idea to remember that you’re not buddies, and keep casual conversations to a minimum—just enough ton invite or welcome new members to your tribe. If tweets are meaningless gibberish without clicking on “In Reply To…”, or merely retweets of some local Twitterstar with little relevance to your core message, then you are risking annoying your audience and might suffer the dreaded “unfollow”.

Our experience has shown that personalized, original content wins over repurposed content every time, so when tempted to reply, quote or retweet anything, our advice is to pause to recall your strategy, asking yourself “Is this the right tone or relate to our core message?” or “Will our audience understand or even care about this?”

Another risk when tweeting for business is too frequent of posts, which is a common reason for users to unfollow an account. If you have a lot to say, stop to ask yourself “Have I tweeted too much today?” or “Should I schedule this for later?” knowing that there are spikes in Twitter activity in late morning with the peak actually between 3–4pm. Avoid posting a flurry of tweets in a row if you can help it.

Using the restaurant example, perhaps tweets about offers or specials could be scheduled for late afternoon or early evening, resulting in the highest revenue return as people consider where to dine that night.

One company who we think does a tremendous job of using social media to build their business is Rouxbe.com, a Vancouver-based online cooking school and recipe website. They know exactly who their audience is and what they are interested in, and they never stray from their core message.

They tweet original and relevant content just frequently enough to stay top of mind and at strategic times during the day. They also use a variety of online media tools such as Netvibes to track mentions of key words and phrases that appear in the Twittersphere so they can respond to them strategically. They’re cunning in fact.

When someone posts a tweet that says something like “I wish I new how to cook”, they engage them by following them, followed up with a short greeting along with appropriate links to pages on their online cooking school. If someone posts something specific, like “I’d love to learn how to make pad thai,” they respond with a direct link to that recipe with video instructions.

“We hope to do more on the social media side, and for me it’s all about providing a service to others—even if this just means reading, comment or contributing to others.” says Rouxbe founder Joe Girad. “What we try NOT to focus on is “pitching” Rouxbe too often.” This strategy is results in a quick, inoffensive and effective way of engaging people, and their social media efforts have not only helped create a large community, but more importantly a highly focused one that actually spends money on the  company’s website!

Going back to the restaurant example, perhaps the chef decides to do create a special dish? This is a terrific example of what to feature on their Twitter channel! Heck, they could even link to info on the qualities and characteristics of the ingredients and done well, this will compel people to engage in conversation, others to come to the restaurant to try it out.

Of course a restaurant doesn’t want to sound desperate, but some have even started using Twitter to offer special discounts to users and post information on waiting time for tables. Useful and relevant to that audience, making them feel like they have a genuine relationship with the business—like they are part of their tribe.

There are a couple key things to keep in mind when using Twitter. Twitter is just a tool—in fact, it’s a very easy thing to learn how to use—but it takes training and practice to become an effective Twitter user. Also, there is a huge difference between people AT a company and the way they tweet versus the way the company itself tweets to its audience. Forget that and things can backfire quickly.

To summarize, using Twitter can be a powerful business tool used to attract a broader audience when used cleverly as part of a social media strategy, but it can also be a risky proposition if not done well.  When focused and on message, Twitter can help build a business and increase the value of its brand, but used haphazardly and in an unfocused manner, a business runs the risk of annoying and even alienating consumers, causing potentially irreparable damage to the relationship. The key to success is a well-considered strategy resulting in a set of rules understood by all participating in social media outreach.

Now consider all the other social media tools you can use, such as Blogs (yours and others), Facebook, MySpace, YouTube, Vimeo, Flickr, LinkedIn, StumbleUpon, Digg, Technorati, Tumblr, Foursquare, Gowalla…the list goes on. The  reality is that unless you employ a dedicated, full-time  marketing person to create and maintain a comprehensive program, you’ll not likely want (or need) to engage in all of these channels—but that doesn’t mean you shouldn’t go secure accounts in all of them before someone else does!

Bill Buxton is so cool. He’s Canadian, a massively talented designer, and arguably the world authority on interaction and usability design. What’s not to like? Oh, Buxton does work at Microsoft as their Principal Researcher, but I forgive him for wanting a big paycheck and working for the world’s most powerful software company. I’ve even had the pleasure of shaking his hand after he gave a stirring lecture at a conference some time ago and since then have been a big fan.

His book, Sketching User Experiences: Getting The Design Right and the Right Design, argues that sketching, prototyping, and iteration are essential parts of the design process itself. And I must say I agree—especially these days where the complex marriage of increased media with information appliances and reactive environments makes the convoluted behaviors of the devices we use as important as human behaviour itself.

In 2007 Buxton presented an excellent lecture about his thinking in this area at the Stanford University Human-Computer Interaction Program where he discussed the design process itself, from the perspective of methods, organization, and composition. See Bill Buxton’s Stanford lecture about sketching interactions on YouTube.

Ever since reading Speak Up’s Landmark Web Sites, Where Art Thou? two years ago, the concept of the differences of print vs. interactive have been simmering on low on my mind. There are obvious differences, between these two mediums that those of us understood, though I for one have lacked the articulation to explain it. My rational lies somewhere between the obvious and “If you don’t already know, I can’t make you understand”; neither of which pedagogical nor insightful.

If you’ve fallen short of providing an answer, or ever wondered about this yourself, go check out web wiz Jason Santa Maria talking about this topic on Vimeo. Granted he doesn’t offer a lot of solutions (besides a look at Jason’s own site) but it provides an insightful and articulate look at differences to date.

Yesterday I saw Jeffrey Zeldman tweet about his inclusion on Big Think. Big Think heralds itself as way to cut through overwhelming amounts of information and gives you access to information directly from experts in their field. I’m still exploring the site but it looks to have some great resources and videos and is worth a visit. Here’s a talk from Zeldman about the future of journalism to get you going!

Who needs a screen, ports or even input devices? The new Apple iMac Shuffle ultimate in minimalism.

Most of us have already seen Microsoft’s impressive multi-touch display technology, but I’m not sure how accurate this utopian portrait of the future of computing is, called Microsoft Sustainability. Pretty awesome bit of motion graphics by the Seattle-based studio Oh, Hello under the direction of former Digital Kitchen Creative Director  Mason Nicoll. Slick stuff.