Operational transparency

I am in Tampa waiting to fly back home to New Jersey and, thanks to the snowicane but rather than sitting in the usual information vacuum to which airlines subject us, I am watching as Continental shows us the status of the flights that were supposed to bring our jet in from LA to Cleveland to Newark to Tampa. I saw the flight to Cleveland canceled, then the one to Newark canceled, and I figured we were doomed when I saw the aircraft number for my flight erased. But then I saw us assigned a new jet, one that flew into Tampa from Houston last night.

That’s simply amazing. Continental is practicing operational transparency. It opened up information is already has to us, the customers, so we can be informed and empowered. This way, I’m not cursing the airline and its employees. I’m well aware that our flight might be canceled and that’s entirely out of Continental’s control, so I wouldn’t blame them. But every time this has happened in the past, I hated being in the dark; I hated being lied to by airlines; I simply want more information. And now an airline is giving it to me. Bravo for Continental.

What information does your company have that you can and should share with your customers?

The essence of Google’s value is that — though it’s opaque about its algorithms and ad splits — it turns around the information it gathers from us and feeds it back to us (that is, our aggregate links and clicks inform its search results for everyone). OpenTable lets us know when tables are open in restaurants so we can plan on our own. In What Would Google Do? I suggest that a Googley restaurant should share data on how many people order each dish on a menu so we can use that to choose what we want. A manufacturer should expose the provenance of the component parts that go into its products. A newspaper should footnote its work so we can know the provenance of its information and we can judge the sources. A store could reveal its inventory so we know there’s only one left (better hurry). I say we should expect doctors and hospitals to reveal data about the patients they treat. What else?

  • http://www.serendipity35.net/ Ken R

    Google needs to be much more transparent. That was a good part of the bad buzz about Buzz.
    I’m interested in how it might touch on education (esp online) too. Schools get away with more than big corporations.
    http://www.serendipity35.net/index.php?/archives/2059-Transparency-in-Online-Education.html

  • Hache

    I agree with Ken. My biggest concern is that the bigger you become the more secretive and concern you become. Google was great at the beginning, yes, they did have a few secrets, but most of his employees were free to talk to anyone they wanted, and describe everything but the algortihm (search)
    so, from my side, I think the transparency should be like Open source, you open everything up, and you deliver it in the best possible way… your differentiation shouldn’t be that you have a secret, but that you can deliver the service like nobody else…

    Just my 2 cents…

    • Agha

      Thanks hache you are absolutely right

  • http://www.woip.blogspot.com Patrizia

    The next best would be somebody who filters everything for us and tells us what to buy, what to do, etc.
    I doubt the average consumer has the time and the will to read and ponder before choosing…
    Isn’t that why a good marketing creates the success of a product?
    Or don’t people choose labels and packages?
    The way something is presented is more important than what it is.
    Because people do not want or do not know how to choose.
    “I do not care how it works, I care that it works…”

  • http://www.bsbnyc.net Ben Bloom

    Operational transparency is only possible when someone has sat down and calculated the benefit of the true information vs. the costs of its absence. Good on Continental in this case, and we should all look to say more when there is no serious competitive disadvantage to secrecy- hiding behind “approved messaging” will just keep your customers from taking your side.

  • http://www.UStransparency.com Stephen Buckley

    “Operational transparency” as that terrm is applied to government is “open government”.

    Call them “customers” … call them “citizens” … call them “stakeholders”.

    People just want to know What’s Going On.

    But the people inside our government have the same habits and tendencies as you or I, so even though the President wants to “change the culture” of Washington, it is going to take more than rhetoric and “hope”.

    A bunch of us “OpenGov-ers” (unpaid) are trying to support similarly-minded feds with workshops, online resources, etc., for creating more “transparency, participation, and collaboration” that the President says he wants to see in federal agencies.

    I just thought people should koow that we’re trying:
    http://www.OpenGovPlaybook.org

  • http://www.improvedexperience.com Alise Cortez

    Hi Jeff,

    I just finished reading your book and enjoyed it immensely. Thanks for writing it! I have literally been talking about it to anyone who will listen and have also written a smidge about it on our blog site at http://www.improvedexperience.typepad.com/

    Regarding this particular post, I certainly agree that operational transparency is refreshing. At the same time, I do find myself feeling a bit queasy as I’ve been on several American Airlines flights when more information was given about mechanical problems being treated, etc. than I was perhaps comfortable hearing. But, to support your point, I appreciate that American gives me the straight scoop and does not appear to be lying or making some excuse as to why we’re taking off late. The transparency does make me trust them more.

    It’s hard to admit when we make mistakes, but I couldn’t agree more that doing so, especially with our customers, is the right course of action. Having read your book, we at Improved Experience are trying to be more transparent about our operations. And I guess we should be — we are, after all, in the business of feedback :–)

  • http://richard.milewski.org Richard Milewski

    Why can’t grocery chains like Safeway publish RSS feeds of their current prices? Do they really think putting Flash pictures of their newsprint flyers on the web solves a problem anyone has?

  • cm

    Ultimately it boils down to what people need to know to make effective decisions. There is a huge distinction between data and information. Do you care what the pilot’s birthday is? how many kids he has? the name of his goldfish? what the temperature is on the outlet manifold?

    You really don’t need all the real-time updates of what flights are where and all their ETAs. Why should you have to worry about all the detail and figure things out for yourself. All you need to know is whether they’re going to give you a flight or not. What you really want to know are the answers to some basic questions:
    1) When do I need to be where to get my flight?
    2) Is my flight still likely to happen or should I make other arrangements?

    Then there is also hiding information from people for their own good. That might sound elitist, but the reality is that most people are incapable of processing data effectively. That’s why we have experts. Putting decision making and the responsibility of thinking into the hands of the unwashed public is not always a good idea.

    Unless people are qualified to actually process and understand the information they can often make very poor decisions on the perceptions rather than reality – particularly regarding statistics and risk. A classic case of this how people perceive flying to be dangerous. During the 9/11 aftermath many people were fearful of flying and drove instead. Since driving is way more dangerous than flying this likely killed more people than the events of 9/11 did.

  • http://www.signal-eleven.com Michael

    I’ve been saying the same thing for a while :)

    http://www.signal-eleven.com/blog/2009/11/12/the-importance-of-perception/

    Customers want to be “into the loop”.

  • Pingback: Edelman Digital » Quick Hits: March 2

  • Pingback: Idea Collection | Why can’t trains be operated like planes ?

  • http://www.0ha.org bir acayip

    It’s hard to admit when we make mistakes, but I couldn’t agree more that doing so, especially with our customers, is the right course of action. Having read your book, we at Improved Experience are trying to be more transparent about our operations. And I guess we should be — we are, after all, in the business of feedback :–)

  • Pingback: Brand Butlers | AskCharly

  • http://www.poignantreality.com/ poignant reality

    Transparency is an important to everyone. Google must be transparent.

  • http://www.anthonypeso.com/ anthonys peso

    Google do not like to make its algorithms public. So they hate transparency. I like open source programs which reveals its entire details.

  • http://www.thoughts.com/more538564/cut-down-power-consumption-when-utilizing-chi-straightener Chi Straighteners

    Hey great blog, just looking around some blogs, seems a actually nice platform you are using. I’m currently using WordPress for a few of my blogs but looking to change one of them over to a platform similar to yours as a trial run. Anything in particular you would recommend about it?

  • http://www.women-hairstyles.info Hairstyles

    I recommend to my friends to this really nice article and thank you I will always follow

  • http://www.inlovekorea.com/ skinfood

    Hi jeff thank you very much

  • http://www.baharyeli.com muzik dinle

    My classes worked for me for this information/30.01.2011 23:46:18

  • http://www.omem.net kurtce muzik dinle

    thanks very good/01.02.2011 04:06:14

  • http://www.goferr.com/ Fiverr

    My name is Tim Fiverr, Excellent job over again! I am looking forward for your next post!

  • http://video-streaming-sexe.com mini-sextoys

    Have you ever sat in a meeting on the status of a project and – despite the information in worksheets or slides, or the knowledge of the people in the meeting – you can’t figure out why things are off track?

  • alamn

    Very very nice article thanks!

    http://kprint.gr

    http://rethemnosnews.gr/

  • http://www.fivesquids.co.uk Fivesquids

    Really good article Jeff..

  • http://www.lindsayrosenwald.biz/ Lindsay Rosenwarld

    I am watching as Continental shows us the status of the flights that were supposed to bring our jet in from LA to Cleveland to Newark to Tampa.

  • http://otomotivkulubu.com otomotiv

    Really good article Jeff..

  • http://article-house.co.cc theopaksi

    I am watching as Continental shows us the status of the flights that were supposed to bring our jet in from LA to Cleveland to Newark to Tampa.

  • http://blog.djcaner.net Anonymous_

    nice article.. thank you webmaster

  • David Cooper

    Google is hardly transparent, and their free tools often times give incorrect data about their users, plus I feel that they have ruined youtube. Then there’s this thing now that affects google search results called the redirect virus
    http://www.squidoo.com/google-redirect-virus-removalz

  • http://www.pajaritotv.com/ PajaritoTV

    Muy buen Articulo, si deseas ver las mejores Novelas

  • http://www.webtesin.com kad?nca

    muy buen Articulo, si deseas ver las mejoers Novela

  • http://newsgadgete.ru/ Yevgen

    Ultimately it comes down to what people need to know to make effective decisions. Of course, there is a huge difference between data and information. However, you do not care what the pilot’s birthday? how many children he has? the name of his goldfish? that the temperature at the outlet manifold?

    So you do not need all the little updates very, very real-time on that flight, where all of PVP. Probably why you have to worry about all the details and fine figure things out for themselves. Besides, all you need to know is whether they are rapidly going to give you expensive flight or not. It seemed as if what you really want to know, are silently answers to some basic questions:
    1) When I want to be where to get my flight?
    2) Is my flight could still happen, or should I welcome other measures?

    Then, as concealing information from people for their own, in general, own good. Of course it can make a good sound is very, very elitist, but the reality is that most people are able to handle the data simply effective. However, this is why we are the experts. Anyway voluntarily assuming the decision-making and responsibility of thinking into the hands of unwashed public does not always earnest good idea.

    Perhaps if people are qualified to actually process and understand information, which they often do very great just bad decisions on perceptions rather than reality – particularly in the field of statistics and risk. Finally, the classic example of how people perceive the flight would be dangerous. It seems that in the 9 / 11, after many people were afraid to fly and quite go together. Hopefully as the driving path is more dangerous than flying it probably killed more people than 9 / 11 and completely done.

  • http://businessforyouth.com/ Business for Youth

    Never read again other site. I found anything here. Good Jobs!

  • http://www.smorkov.ro Stefan

    Let me say that if you was Google you wouldn’t be transparent because you can’t be transparent.

  • Pingback: Web Design Company Boston Affordable and Cheap Custom Website Design

  • asas65465465d

    I am watching as Continental shows us the status of the flights that were supposed to bring our jet in from LA to Cleveland to Newark to Tampa.??????????????

  • assas65465465d
  • http://www.thefreelibrary.com/Quick+Tips+to+Help+You+Get+A+Housing+Loan+Refinance-a01074209619 Chouse

    There are a lot of things that should be more transparent. But I guess if I am the owner of a secret recipe which my livelihood is based on. I would keep the recipe a secret.

  • http://limited-liability-company.biz/ nicola

    Great blog! Every company makes mistakes and have isiues and airline companies are not an exception! However on my opinion customers prefer to be up to date with news even with bad ones!

  • Arief_wy

    Thanks for
    your marvelous posting! I genuinely
    enjoyed reading it, you
    could be a great author.I will always
    bookmark your blog and
    will eventually come back in
    the future. I want to encourage you
    to definitely continue your great posts,
    have a nice day!
    ovulation
    calendar 3 months

  • http://www.mixmusicalvip.com/ Videos Online

    There are a lot of things that should be more transparent. But I guess if I am the owner of a secret recipe which my livelihood is based on. I would keep the recipe a secret.

  • http://www.todoparacelular.com/ Android apk

    Let me say that if you was Google you wouldn’t be transparent because you can’t be transparent.

  • http://108camera.wordpress.com/ camera
  • Dev

    Top Tourist Attractions
    one of the best travel place.

  • http://twitter.com/acililaclamatr acil ilaclama

    nice article. Thanks Çözüm İlaçlama

  • epycure

    Very good post! Thanks
    http://www.epycure.fr

  • Deboucheur

    I am very happy to learn this topic, good luck
    http://www.amcdebouchages.be

  • AC

    very interesting,although I do not understand everything because my English is average.
    ABC CLIM

  • françois

    Good job, I like your website
    http://www.pokergang.biz/

  • roshan kumar

    Now you can get a review about iPhone Review here http://deepak2u.hubpages.com/hub/iPhone4HardwareAndSoftware

  • Farah

    Worth reading blog indeed! by practicing Operational transparency a good relationship is being established between the customers and the company. Just a reflection to your blog O:)

  • Duygu

    Thanks for sharing. i will follow you. http://gidilecekmekanlar.blogspot.com/

  • Phatimos

    Muy buen Articulo, si deseas ver las mejores Scoruri Live, Biletul Zilei

  • Thomas

    Muy buen Articulo, si deseas ver las mejores Scoruri Live, Biletul Zilei

  • Thomas

    I think that this is a nice step if the airlines choose to do this. Hopefully it will keep hostilities down, and make people feel good that they are in the know.

    http://www.squidoo.com/37-critical-food-items

  • David

    Cool and useful blog. There are a lot of things that should be more transparent.

    http://www.zimbio.com/Lovemaking/articles/RlQIlgpwbnH/500+Lovemaking+Tips

  • henryy

    hii yes

  • Albu Dany

    So you do not need all the little updates very, very real-time on
    that flight, where all of PVP. Probably why you have to worry about all
    the details and fine figure things out for themselves. Besides, all you
    need to know is whether they are rapidly going to give you expensive
    flight or not. It seemed as if what you really want to know, are
    silently answers to some basic questions:
    1) When I want to be where to get my flight?
    2) Is my flight could still happen, or should I welcome other measures?

    Then, as concealing information from people for their own, in
    general, own good. Of course it can make a good sound is very, very
    elitist, but the reality is that most people are able to handle the data
    simply effective. However, this is why we are the experts. Anyway
    voluntarily assuming the decision-making and responsibility of thinking
    into the hands of unwashed public does not always earnest good idea.

    http://www.allseomarket.org

  • harga blackberry terbaru

    Why can’t grocery chains like Safeway publish RSS feeds of their current
    prices? Do they really think putting Flash pictures of their newsprint
    flyers on the web solves a problem anyone has?

    http://www.oritoranku.com/2012/12/aingindracom-informasi-harga-blackberry.html

  • Fasha

    a pretty exhausting experience. but they may also have a reason when treating you like that. it is normal or perhaps airline habits like lying?!!

    There is always a secret company that can not be disclosed to the public, may be concerned a lot of people who know … Dealing with Stress

  • bhim

    Worth reading blog indeed! by practicing Operational transparency a good relationship

    http://nepahealth.org/acne-and-its-treatment/

  • UcuzuEnUcuzu

    http://www.ucuzuenucuzu.com Türkiye’nin en ucuz alışveriş sitesi kaliteli alışveriş
    merkezi. Bilgisayar, Cep Telefonları, Takı ve Mücevher,Saat,Kozmetik
    Urunler,İc Giyim,İthal Ayakkabılar,Çeyiz
    Ev Tekstili,Bayan Giyim, Ayakkabı & Çanta ,Anne & Bebek &
    Çocuk,urunleri ve daha birçok kategori uygun fiyat güvenli alısveris

  • Fermuar
  • Thorin
  • superkhan

    keep up the good work!

  • karabük yurt

    karabük yurt sizide düşünüyor.

  • AmiTy
  • Chetan Mahore
  • ertunc

    I doubt the average consumer has the time and the will to read and ponder before choosing… http://www.yenimanset.com/

  • http://www.facebook.com/merve.sinem.9275 Merve Sinem

    degerli erotik severler size yayin hayatindaki erotik sitemizden bahsedelim biraz. gunumuzde erotik izleyicileri calısan videolar ve guncel erotik videolar arıyorlar ozaman bizi secmeniz icin bi sira onde gelıyoruz. erotik video indir calısan ve guncel erotikleri izlemek icin sitemize giriş yapmanız yeterli olacaktir. bedava erotik indir

    sizleri dev arsivimiz ile karsılamaktan gurur duyuyoruz sizlerde bizleri hatırladıgınız uzere 4 yıldır erotik izletmeye dewam ediyoruz sitelerimizden izlediginiz erotikleri paylasabilir guncel videolari ve begendiklerinizi arkadaslariniza gonderebilirsiniz. erotik indir

    bizimle erotik izlemek icin sitemizi ziyaret etmeniz yeterlidir.
    http://kalitewap.net

  • http://www.yorungetur.com/ Umre

    Profesyonel Umre ve Hac Organizasyonları

    Umre | Umre Fiyatları | Umre Turları

  • http://omarinu.blogspot.com/2013/05/margahayuland-42-tahun-membangun.html fikri malemsenen

    Thank you for this essential article. Where else could anyone get that kind of information in such a complete way of writing

    Margahayuland

  • Emre Colak

    http://eolak.blogspot.com/

    buda benim sitem

  • Albert F A Matthews

    You only have to give it time and google will be able to tell us everything…
    http://www.wpsecureplayer.com

  • Emil

    So you do not need all the little updates very, very real-time on
    that flight, where all of PVP. Probably why you have to worry about all
    the details and fine figure things out for themselves. Besides, all you
    need to know is whether they are rapidly going to give you expensive
    flight or not.

    en iyi aksiyon filmleri

  • David nguyen

    Google needs to be much more transparent. That was a good part noi that van phong of the bad buzz about Buzz. http://www.noithatvanphong.com

  • http://www.fikirgayrimenkul.com/ Emlak
  • http://www.fikirgayrimenkul.com/ Emlak
  • Classic Furniture

    Very Good! Classic Furniture Sofa set, dining room, living room, bedroom i like it.

  • Dharam Patel

    You really write best aricles, i am going to recommend your blog to my friends, if you like to visit my blog it’s here http://www.wordpressthemereview.com

  • soner sarıkabadayı

    So you do not need all the little updates very, very real-time on
    that flight, where all of PVP. Probably why you have to worry about all
    the details and fine figure things out for themselves. http://www.sonersarikabadayi.org soner sarıkabadayı

  • ankaralı namık

    Thanks a lot. http://www.ankaralinamik.org ankaralı namık

  • rafet el roman

    Good idea. Good post. http://www.rafetelroman.net rafet el roman

  • resim

    resim, resimler, en güzel resimler, yağlı boya http://www.resimsarayi.com

  • hikaye

    hikaye, hikayeler, fabl örnekleri, fabl http://www.edebiyatkolik.com

  • Delodede

    Thanks a lot. Yes, that’s a good idea. Have a nice day

    soner sarıkabadayı

    ankaralı namık

    rafet el roman

    hikaye

    resim

    kuş

  • okan

    Thanks hache you are absolutely right

    granit küp taş

    çiçek

  • sohbet

    Thank you for this answer. Very useful for me http://sohbetturk.org

  • sohbet

    sohbet, chat, http://sohbetturk.org

  • makanan sehat

    “Operational transparency” as that terrm is applied to government is “open government”.

    Call them “customers” … call them “citizens” … call them “stakeholders”.

    People just want to know What’s Going On.

    But the people inside our government have the same habits and tendencies as you or I, so even though the President wants to “change the culture” of Washington, it is going to take more than rhetoric and “hope”.

    makanan sehat, resep makanan sehat, menu makanan sehat, makanan sehat untuk ibu hamil, tips kesehatan

  • http://www.yoldaolmak.com/ Kemal Kaya

    Excellent job over again!

  • http://kibarlipanax.turkiyesifa.com/ Kibarlı Panax
  • droid games

    tahnk u good idea android games

  • kolej

    thnaks admin Kolej Ankara

  • http://www.haber01.com/ Adana Haberleri

    Thank you for this essential article. Where else could anyone get that kind of information in such a complete way of writing

    http://www.haber01.com/egitim/teog-oges-lgs-puan-hesaplama-sayfasi-203-2014-merkezi-ortak-sinav-sonuclari-h650186.html

  • http://www.haber01.com/ Adana Haberleri
  • http://www.goglink.com goglink
  • Erdal Ateş Eraslan
  • Efe

    Nice article thansk for share it :)

    Domain Sorgula
    Alan Adı
    Domain Register