Carolina Innovation Center: Alexandria Equities, the Citizens Partner?

Friday, July 27th, 2007

At yesterday’s UNC Board of Trustees meeting, the Carolina Innovation Center took center stage when Carolina North’s quarterback Jack Evans confirmed it as the first step in Carolina North’s development.

The center will be sited upon the recently vacated Chapel Hill municipal facility.

Jack has written a Sunday column for the Chapel Hill News, a sneak peek which has been published on their OrangeChat ‘blog.

I will be responding to his Q&A in more detail once the column is published.

As part of preparing to respond, I was doing background research on Alexandria Real Estate Equities, Inc., the private partner in this private-public partnership. Alexandria, as this Triangle Business Journal report notes will OWN and manage the facility.

What kind of partner in this public endeavor would Alexandria be?

If their website is any indication, not so open:

TERMS OF USE

The www.labspace.com World Wide Web site (the “Site”) is a copyrighted work belonging to Alexandria Real Estate Equities, Inc. (“Alexandria”) and its suppliers. Alexandria grants you the right to access and use the Site subject to the following terms and conditions (the “Terms of Use”). PLEASE READ THE TERMS OF USE CAREFULLY. BY ACCESSING THE SITE, YOU AGREE TO BE BOUND BY THE TERMS AND CONDITIONS BELOW. IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS AND CONDITIONS, YOU MAY NOT ACCESS OR USE THIS SITE.

The FIRST thing one sees on the company’s website, http://www.labspace.com/, is their TERMS OF SERVICE asking you to bind yourself to their conditions.

If you read through the 1182 words, agree to the 12 legal clauses, you’re allowed in, bound, I guess, in virtual chains forged of legalese.

I’ve used the Internet before there was an Internet. I’ve learned a few things surfing the Web.

One thing I’ve learned? A company that throws legalistic mumbo-jumbo in your face and demands your acquiescence before entry is either woefully over-staffed with paranoid legal talent, in some kind of trouble, been burned by bad PR, has no sense of customer service or some kind of witches brew of all those reasons and more.

Maybe Alexandria just needs a ticket on the Cluetrain express?

Yes, there could be quite legitimate reasons for raising the Web wall but, at least based on this not so friendly “Howdy Do”, I have to wonder what kind of partner Alexandria will be….

Flaming Dell

Friday, August 18th, 2006

You know your brand is in trouble when tonight’s opening skit on David Letterman features your CEO running around on stage consumed by fire.

Of course, Jeff Jarvis, the ‘blogging bullet that Dell shot itself in the foot with, can personally tell you how hot the flames of Dell hell burn.

Luckily, as Jeff observes (after a dose of Doc Searl’s ClueTrain koolaid), the power curve between consumer and producer is beginning to invert:

We are customers with our money in our fists, spending it wisely and joining together to spend it more wisely. And we are producers who can compete with the companies that thought of us as mere consumers.

So nevermind caveat emptor. This is the age of caveat venditor — let the vendor beware — and caveat creator.

Responding to a Dell PR sock puppet that criticized his criticism, Jeff fulminates thusly,

You — since you to speak for Dell — owe me a product that works. You owe me service that serves. You owe me reliability and value. You are the ones holding me hostage; you have my thousands of dollars and I have your bad products. I not only have the right but the responsibility to tell others about my experiences with Dell.

But I’ll say again that I didn’t organize that mob. The mob organized itself; I merely provided the convenient town square on which to light those torches. This is how the internet works: It brings us together and we learn from each other.

You see, in the old days, you could screw one customer with one bad product or you could insult one customer with bad service. But no more. Now, when you deal with one customer, you deal with all customers.

That, ma’am, is the real public relations. That is dealing with your public as your customers.

And that is the real branding. Your brand is your reputation, your trust, your value. You don’t own your brand; your customers do.

Elected folk of the world, substitute citizen/taxpayer for customer, Chapel Hill/Carrboro for Dell and you might get a sense where we’re going with local governance once we, the self-organizing mob, begin to meet on our new ‘net-based Town Commons.

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