BAT-logo
business art technology

Customer Conversation
och
Artificial Market Actors

Presentation 15 September, 1998
av Richard Gatarski för

fsb_liten.gif (4764 bytes)
Lärprocess Telefoni, W II

[Introduktion]
[Customer Conversation]
[Artificial Market Actors]

 IO-logo
Imaginary Organizations

This is only the internet part of my lecture.. I will make no efforts to keep this page updated. The Internet is in constant flux. Links that this document refers to might have moved, changed or vanished. Still I hope that you will find it useful. Please feel free to comment by e-mail to rgi@fek.su.se

Introduktion

Jag beklagar att dokumentationen är svengelsk. Men tiden var knapp. Jag gör hellre något snabbt, än långsamt och inget.

I am sorry about that this documentation is in swenglish. But time was short. I´ll rather do something fast, than slowly nothing.

This documentation only summarizes the main points put forward in my presentation. I am currently working on a full academic paper that will provide more detail. Please check my research site for announcement and availability.

Theme

I opened with a presentation about myself and my research project.

Everything is about people, then comes technology and money.

The presenter:

Aim with the inspiration

Customer Conversation

The ideas presented at the lecture, and here, have been developed from the article: Interactive Media face Artificial Consumers, and marketing theory must re-think.

Cepro AB has published the excellent report, Hype without response– 481 Swedish organizations’ ability to engage in individualized web-based customer initiated communication. Although the release information is in swedish, the full report is available in english as a .pfd file. I can also recommend a look at Organizing the Virtual Community by Andreas Oscarsson and David Sandgren (masters thesis from Stockholm School of Economics) info, .pdf file.

The examples I used was MySki, Melnet, FedEx and Posten Företagspaket. The last two manages their customer conversation differently, as these two mails show:

FedEx, June 4, 1996 Posten, September 1, 1998
Dear Mr. Richard Gatarski,

Thank you for your internet message.

According to our records we are missing some scans on shipments
who were delivered on 060396.
These missing scans are due to a system failure.
Currently our engineers are working to fix this problem and
all data are downloaded again into our computer system.

I hope this failure will not affect your presentation on your
interactive services.

Please do not hesitate to write us again if you need any further
information.
Thanks for choosing FedEx.

With kind regards,
FedEx Euromaster
----------( Forwarded letter 1 follows )----------------------------------------
Date: Tuesday, 4 June 1996 5:33am CT
To: icssmaster
Cc: EUROMASTER
From: VAN/RIA
Subject: just a comment

hi icssmaster,
can you plse handle this request and copy euromaster in your reply.
until further notice can you also copy Broquet/Philippe in your
reply to these kind of messages (complaints due to duplicate awbs)
rgds euromaster
------------( Forwarded letter 2 follows )--------------------------------------
Sent: Tue, 04 Jun 1996 at 07:11:15
To: EUROMST@EMC2 (EUROMST@EMC2)
From: richard.gatarski%bat.se@internet.fedex.com
Subject: just a comment

Received: from gateway.fedex.com by ims3.prod.fedex.com (IBM MVS SMTP V3R1)
with TCP; Tue, 04 Jun 96 02:11:10 LCL
Received: from miman.robot.se by internet.fedex.com with SMTP id AA03894
(InterLock SMTP Gateway 3.0 for <euromaster@fedex.com>);
Tue, 4 Jun 1996 02:12:01 -0500
X-Disclaimer: THE COMMENTS CONTAINED IN THIS MESSAGE REFLECT THE VIEWS OF THE
WRITER AND ARE NOT NECESSARILY THE VIEWS OF
FEDERAL EXPRESS CORPORATION.
Received: from nic.su.se ([130.237.160.101]) by miman.robot.se (8.7.5/2.1) with
Message-Id: <31B3DEF8.4A64@bat.se>
Date: Tue, 04 Jun 1996 09:00:08 +0200
From: Richard Gatarski <richard.gatarski%bat.se@internet.fedex.com>
Organization: Business Art Technology AB
X-Mailer: Mozilla 3.0b4Gold (Win95; I)
Mime-Version: 1.0
To: euromst%emc2@ims3.prod.fedex.com
Subject: just a comment
Content-Type: text/plain; charset=us-ascii
Content-Transfer-Encoding: 7bit

Thank you for an excellent shipping.
But, tracking info says it has not been delivered.
It was! at around 3pm yesterday.
How come, do they not use scanners in sweden?
>From USA to Sweden, Airbill number 40001676986

The reason I point this out is because I want to
demonstrate your interactive services on my presentations.

Kind regards, /richard		 Hej!
Troligen har åkeriet sökt er under er lunchtid eftersom
distributionen pågår utan avbrott, paketen får ej lämnas om det
inte finns någon som kan ta emot dem därför hamnar de på
postkontoret.
Postkontoret Sthlm 7 Regeringsgatan 65 är under ombyggnad och har
öppet 8,30 - 11,00 samt 15,00 - 18,30, för att komma in behövs en
portkod, den bör ni ha fått. Portkoden är 7639.

Någon utkörning utan avgift kan jag ej ordna med.

Mvh
Fornam Efternam <anonymiserat av Richard Gatarski>
Posten Logistik Kundtjänst

------------------------------------------------------------------

From: richard.gatarski@bat.se
Subject: Varför blir det på detta viset?
To: logistik.kundtjanst@posten.se

Avsändare som använder Företagspaket betalar för att
vi som mottagare skall slippa hämta paket (hos avsändaren).
Det känns som att 9 ggr av 10 vi får företagspaket så
måste vi hämta ut dem själva. Känns INTE bra!
Händer ALDRIG med andra budfirmor!!!!

Vi har återigen fått en avi, denna gång på 59060967566SE

På avin står att ni har sökt oss för utdelning.
Sannolikheten att någon inte fanns på plats att
ta emot paketet är MYCKET liten. Möjligen är det ingen
på plats kring lunch (12-13) och jag hoppas att ni
är så smarta att ni ligger lågt med utdelning kring lunch.

Vidare står det på avin att försändelsen kan hämtas på
"Ert postkonto/vår terminal" - det känns osäkert om vi
skall bege oss till vårt postkontor eller er terminal.
Det finns inget telefonnummer angivet.
Söker man på försändelsen så er hemsida så finns
paketet på Stockholm 7. Ursäkta en dödlig, vad är det?
Söker man på Lästmakargatan 3 på Postens sök postkontor,
så är det Regeringsgatan 65. Går man till Regeringsgatan 65
så är det kontoret stängt, utan angivelse om var paket finns
att hämta. Försöker man ringa er på 020-340 340 är det upptaget.

Vi ser fram emot att ni kör ut paketet till oss idag,
UTAN avgift.

Med irriterade hälsningar,
/richard gatarski

Artificial Market Actors

For a more in-depth documentation about Artificial Market Actors, please see:
Imagine Artificial Market Actors in e-Commerce

Today I demonstrade the following (non-linked are not available on the net:

See also BotSpot at http://www.botspot.com

Where to find demonstrated products

Toshiba portable computers

Updated 1998-09-14