One of the recent YCombinator dinners that we attended featured Joe Kraus (who founded Excite and then later JotSpot, which sold to Google).

Like all YC guests, Joe had piles of startup wisdom… One of the things that stuck out to me (which I’d never heard much) was when he said, “when we launched JotSpot in beta, we launched it to too many people.” Huh? Too many users? That’s bad?

But as I look at my current workday, there are times when I wish that we had fewer users.

There’s some common wisdom about usability testing: Beyond 5-7 people, you really aren’t going to get much new/interesting data. There are diminishing returns.

Similarly, in a beta test where you are trying to understand your market, figure out your users, hone your funnel, hunt and slay bugs, and make your product better, there has got to me a point at which you have enough users to get the data that you need. For us, given that we have a web app as well as an installable app for both Mac and PC, our need for a diverse body of testers (in terms of the technologies they use) is probably higher than most. But I have no idea what the magic number is.

But we opened it up. To give you an idea of the consequences of this, here’s roughly the amount of communication that I do in a given day:

• 3-8 emails from our contact form – I respond to every single one of these. Sometimes that results in a follow up email that requires a second response.
• 20-30 feedback emails. We have a tiny form in our app asking for any thoughts a user might have. Even though we say below the form that we can’t respond to all of ‘em (and we point them towards the contact form / support forum if they want a response) I read them all and tend to respond to some.
• 3-5 posts on GetSatisfaction, which weird forum-sorta-thing. We try to respond to all of these, and many times they require some ongoing discussion.

When you add all of this up, it’s a pretty tremendous amount of communication. Say it requires an average of 3 minutes to digest and/or respond to each entity (this is 7 days a week, mind you)… That’s about 2 hours and 10 minutes PER DAY. Every day. Not counting the times that some emails require that I involve the whole team in a solution/discussion. That’s a lot of time for a company where all of the founders really ought to be spending almost all of their time working on development. And, as an effectively bootstrapped company, we don’t really have the budget for support staff.

On the Brighter side…

Still, despite the “costs” mentioned above, there are some pretty huge advantages to launching early and openly.

First off, you get over the biggest early hurdle that can slow most startups to a crawl. I think all founders are terrified that when they finally launch their business, no one will want what they have. So they’ll find any reason to delay it. Maybe they should focus on patents? Trademark research? Clever and innovative stock plans? Business cards? Fancy spreadsheets? Business plans? Marketing plans? Anything at all that will allow them to delay the possibility that people don’t like your app. When you’re out there and getting buried in feedback, all of that other stuff falls away… It’s incredible how much it focuses you on your app.

Second, you get to test your inherent marketability. Do people like talking about you? Do they tell their friends? Do they blog about you? Does your app have any virality? A closed beta really doesn’t allow this.

Third (and most important), in the sea of people who reach out to you is (hopefully) people who LOVE you. We’ve gotten feedback emails that simply say, “I love you” (3 so far!). We get long essays from users talking about their time management strategies and how RescueTime has helped. Literally 1-3 emails a day make me walk on air. Reduce that number to 1 a week and I’m not sure I could manage to make the sacrifices I’m making now to push the business ahead.

Fourth, there’s SEO. No need to get into the nitty-gritty, but starting the campaign of building incoming links and pagerank is something you should start as early as possible.

And, of course, there are nebulous concepts like “tipping points” and marketing momentum… If you hear about RescueTime enough, maybe eventually you’ll try it?

On the balance, I don’t know the right answer… And I suppose it’s different for each startup. I’d love to get other folks’ thoughts in the comments.

Joe, Brian and I have arrived in Silicon Valley unscathed, despite the monsterous storm blanketing the region. The trip was rainy, but thankfully the snow was fairly painless except for about a 10 mile stretch at the Oregon border.

We’ve settled into our furnished apartment and have shuffled it around to be dramatically more office-centric.

Not a lot of people know this, but RescueTime was built in a part-time way– generally evenings and some weekends from time to time, on top of day jobs and/or consulting gigs. It’s a testement to technologies like Ruby on Rails and MySQL that we could pull this off. I am incredibly excited to see what we can pull off now that we’re working full-time on this thing with zero distractions. The good news is that we’ve literally had thousands of feedback emails from our users– so we’ve got a pretty good sense of where to go.

Stay Tuned!

Evan Williams (founder of Twitter, fellow corn-fed midwesterner-turned-dotcommer, and someone I get to meet via YCombinator!) has a fabulous post on how to evaluate new product ideas. To sum up his excellent post, here is the matrix he came up with:

Tractability
Question: How difficult will it be to launch a worthwhile version 1.0?

Obviousness
Question: Is it clear why people should use it?

Deepness
Question: How much value can you ultimately deliver?

Wideness
Question: How many people may ultimately use it?

Discoverability
Question: How will people learn about your product?

Monetizability
Question: How hard will it be to extract the money?

Personally Compelling
Question: Do you really want it to exist in the world?

He follows the list by running through a few of his startups through the matrix to see how they fare.

I don’t know if Evan put it first on purpose, but I tend to think that tractability is the most important factor by an order of magnitude. Why? Because there is a pretty good chance that what you think you’re going to build and what you go to market with are radically different. Take a few minutes and ponder this outstanding quote from Fred Wilson’s “Why Early Stage Investments Fail” post:

“…Of the 26 companies that I consider realized or effectively realized in my personal track record, 17 of them made complete transformations or partial transformations of their businesses between the time we invested and the time we sold. That means there a 2/3 chance you’ll have to significantly reinvent your business between the time you take a venture capital investment and when you exit your business.”

Another great quote:

“My friend Dick Costolo, co-founder of FeedBurner, describes a startup as the process of going down lots of dark alleys only to find that they are dead ends. Dick describes the art of a successful deal as figuring out they are dead ends quickly and trying another and another until you find the one paved with gold.”

Given that you have a 2/3 chance of having to reinvent your business (or, as Costolo would put it– you have a 2/3 chance of your first dark alley being a dead end), what could possibly be more important that tractability?

One of my brethren at YCombinator sent out a request to the 2008 Winter Founders list a request for information about design services for his startup. He and his co-founder, like many YC founders, are hackers.

In my career I’ve been a web designer (although I’m only moderately good at it), I’ve hired web designers (for a consulting firm I used to run), and I’ve hired contract resources for design services. Recently, of course, I’ve been doing all of the design work for RescueTime (Time Management Software for Lifehackers, if you’re new here!). In most cases, I was generally dealing with extremely tight budgets (by Seattle or Silicon Valley standards), so I figure I’m uniquely qualified to answer his question. Rather than keep the answer confined to a relatively small mailing list, I figured I might open it up as a larger blog post. So here goes.

First of all, I should stress that I think a UI designer should be baked into your organization as early as possible. Most startups are building software for “normal people”– and programmers are notoriously bad about empathizing with how normal people interact with software. Hell, most of the designers I know are bad about empathizing with how normal people interact with software. If you’re one of the rare startups that’s building products for geeks-only, then you might be able to get away with limited designer involvement. But for most, the idea of “slapping a coat of paint” on an ugly application is a recipe for confused users and poor conversion rates (whatever your conversion event happens to be).

Second of all, I should stress that usability testing should be baked into your organization from day one. Watching people in your target demographic interact with your software is a priceless experience (and doesn’t have to cost an arm and a leg). Most entrepreneurs get sensitive around their creation and find all sorts of excuses to avoid getting negative feedback about it– don’t fall into this trap.

Finally, let me emphasize that when I talk about designers, I am ALWAYS talking about UI designers, NOT graphic designers. Sure, pretty websites are nice… But artists are a dangerous breed, and are often tempted by the design equivalent to “guitar solos”: Swanky web forms that have so much CSS goodness that they no longer look like web forms, links that don’t look like links, buttons that don’t look like buttons, etc. Any chance to be unique is an opportunity to confuse users. At the end of the day, a lot of audiences don’t think web UI is actionable unless it’s a form element, a beveled button, or a blue hyperlink. You don’t want Jakob Neilsen designing your site, but you want a designer who will sacrifice aesthetics for usability if the need arises.

So, onto the resources.

Logo Design

As a startup, the first thing that you’ll need is a logo. I am a bit of a logo nut (and designed the RescueTime logo myself). I do believe that a good logo can be powerful, but when money is tight and time is scare, here are a few ways to get an interim logo:

LogoMaid – LogoMaid is a collection of 4400 watermarked logo templates. You can get non-exclusive logos for $25, and exclusive logos for $199 and up.

LogoMarker – If you’ve got to have a unique logo, this is your cheapest option. It’s basically an online logo construction kit– you can try it for free. $99 gets you the logo in a high-quality vector format.

LogoLoft and LogoWorks – Not custom enough for you? Well, LogoLoft and LogoWorks are trying to commoditize custom logo design. Presumably they have an army of underpaid designers ready to design to your specifications. Packages start from $99 and go up from there. The more you spend, the more designs you get to chose from, the more different designers get involved, and the more revisions you get… Basically, by spending more money you can reduce risk that you hate what they give you.

Custom development by a designer of your choice – Of course, you can always hunt up a designer of your choice… I’ve seen identity packages range from $1500 to $500,000, and your value mileage will most certainly vary (read up on the history of the Nike swoosh– quite a bargain there!).

Web Design Templates

Web design can be a bit spendier than logo design, depending on what you want to build. A lot of startups will need custom application design, but many might be able to get away with (or at least start with) a web template. Purchased templates usually consist of a layered Photoshop document, an HTML file, a CSS file, and maybe (god help you) a couple of SWF (Flash) files. Some will come with all of the necessary template files to play nicely with Blog/CMS systems like WordPress or Joomla.

TemplateMonster – TemplateMonster is the big boy on the template block, offering almost 13,000 templates that are searchable and sortable. Like LogoMaid, they offer a cheap version if you don’t want exclusive rights to the design ($50-70) and they also offer exclusive rights (which can cost you thousands).

Open Source Templates, Open Design Community and OSWD – These guys have quite a few fewer templates, but heck– they’re free… Yay for Open Source!

Custom Web Design

Custom web design work can range from cheap to ridiculously expensive. As programmers who are hopefully fairly familiar with web technology, you can probably get the most bang for your buck with an individual consultant rather than a firm. Of course, the more you need (graphic design, HTML/CSS, usability analysis, SEO, copywriting, etc), the less likely you are to find a single person who can TCB. If SEO is a big part of your marketing plan, make sure your designer knows enough about SEO to not paint you into a corner (send ‘em to SEOMoz for a primer).

Individual web designers with some experience under their belt can cost you $35/hr to $95/hr on a contract basis. If you are organized and can find a resource with vouched-for work ethic and responsiveness, you can do very well finding resources in secondary markets (midwest or southern USA) or offshore (eastern Europe or India). However, if you can afford it, a designer who is local and can/will meet with you is valuable. As a rule, the cheaper they are, the busier they are. You’ve got to sling a LOT of pixels at $35/hr to make a good living in most major markets.

Make sure you find someone who has experience doing what you need. If you need a complete application flow/design, finding a freelancer who has only built “brochureware” web sites is not your best bet.

SitePoint MarketPlace – The SitePoint marketplace is an excellent resource to find hungry freelancers. For $10, you can post an ad describing what you need and you’ll be buried in responses. The last time I did this for a designer (XHTML/CSS), I got 5 good responses for ridiculously low rates, and about 30 responses from people who either had higher rates than I wanted to pay or had crappy portfolios. Of course, I had two different designers flake out on me (one for a legitimate reason, one just fell off the map). That’s another risk of cheap individual consultants… They are oftentimes not very businesslike.

XHTMLized – If you find a good designer who has lackluster XHTML/CSS skills, these guys are a godsend. For $249 (assuming you can wait 7 days), they’ll take a Photoshop doc and turn it into GREAT front-end code. You can have them do more than one page, but it’s oftentimes good enough to just take a design that has most of the styles/elements you’ll be needing and turn them loose on it. There’s lots of competition in this arena, and Smashing Magazine has an excellent writeup about the alternatives.

Elance and Guru.com – These sites allow you to post a need and get a bunch of quotes from hungry designers and design shops (oftentimes offshore). There’s no obligation. It’s VERY important to clearly define what you want and what deliverables you expect to receive to make sure quotes are accurate.

Design Employees

This is the area where I have the least experience (at least in terms of markets like Seattle and Silicon Valley). From what I can tell, a FT web designer (Photoshop, xhtml, css) can run anywhere from $45k to $95k per year. Obviously, this can flex if you’re generous with stock options, which might be worthwhile for some startups.

I hope that helps some fellow bootstrappers out there. I’m a firm believer of taking the shortest path to testing your startup idea in a real market– these resources should get you there faster if you don’t happen to be a pixel-slinger. But at the end of the day, there’s no substitute for having someone on your core team be passionate about great user experiences.

I’ve posted a lot more detail and accompanying thoughts over at the RescueTime blog… To summarize:

• RescueTime has been funded by YCombinator, one of the most prestigious seed-funding outfits that’s out there (in geek circles, anyways). If you aren’t familiar with it, here’s a bit of info. YC was founded by Paul Graham (startup guy, writer, and crazed Lisp advocate) and have been funding very-very-early-stage startups for just a few years. Since they spun up, they’ve funded dozens of great companies including Xobni, Loopt, Reddit, Justin.TV, Scribd, TextPayMe and more (scroll down for a list).
• Part of the YC program is that the founders must relocate to Silicon Valley for a period of 3 months (starting Jan 08). During the three months, there are weekly dinners with assorted Valley luminaries. At the end of the three months is Demo day (now, by popular demand, spread to 2 Demo days), where you pitch what you’ve built to a big room full of early-stage investors.
• The financial part of the funding is such that we’re still effectively bootstrapping. So please don’t call trying to sell me expensive services of any kind.
• We just got coverage on TechCrunch. Neat!

I can’t express how excited I am about the opportunity. RescueTime started as a hobby project to “scratch an itch” that we had. With incredible enthusiasm from our users and a handful of advisers, we’ve been happily dragged into taking RescueTime to the next level.

Every month, Marcello Calbucci diligently posts a list of Seattle Tech Startups sorted by their Alexa/Compete ratings (including details about their movement on the list). The November SSI is out! It’s a great resource and (quite honestly) exciting to see so many Seattle companies doing interesting things. And it’s gratifying to see RescueTime (which is still in private beta, mind you) continuing to climb the list (we’re at #70– well ahead of quite a few funded companies).

Can’t wait to see where we end up when we actually launch.

Of course, it’s important to note that Alexa and Compete are complete and utter bunk. It turns out that most sites/services that try to understand where people are going on the web aren’t reliably accurate. Don’t believe me? Check out SEOMoz’s exhaustive study. Still, just because you can’t trust it doesn’t mean it isn’t interesting. Marcello is smart to include both Alexa and Compete data.

I’d love to see someone create some sort of meta-score… Pull data from Alexa, Compete, Technorati, Comscore, and a few dozen other sources and present the mean/median/standard deviation/etc.

I’ve been running WordPress for this blog since the beginning. It’s a great platform. I’ve officially been drinking the Kool-Aid. I tell my friends about it. I heard Matt Mullenweg speak (at SXSW last year) and I rave about that.

So when it made sense for us to spin up a little blog for RescueTime (my fledgeling time management software business), Wordpress got the nod. Rather than host another WordPress blog, I opted for a hosted WordPress account. WordPress offers barebones options for free, but I opted for a few premium options, making me a paying supporter of WordPress. It felt good.

The other day, I got an email from a few strangers telling me that the PowerPoint deck I had posted on my most recent blog entry (“DIY Web Marketing: 16 Resources for SEO, Social Media Marketing, & Viral Marketing”) was a dead link. It HAD been working (I know several people who downloaded it). No big deal, I thought. Tech glitches happen. As a guy who runs a SaaS biz, I’m quick to forgive on such things. It was inconvenient timing though– I’d just had a speaking engagement at Seattle Tech Startups and the PowerPoint deck in question was my deck for the presentation (I’d promised at the end to make it available– which is why I was getting peppered with emails).

My first step was to log in to see if I could fix it myself. No go. In fact, I couldn’t even log in. It told me my account was suspended.

I dutifully researched their message board (I know how expensive support is, so I figured I’d try to help myself) and found that random/accidental suspension issues were occuring as a result of a recent bug. Ahhh– that made me feel a bit better. When I finally got an email response, I was dismayed.

Your blog was suspended because it violated our ToS.
Basically, we don’t allow blogs created solely for commercial purpose,
or for Search Engine Optimization purpose.
I’ve temporary unsuspended your blog, so that you have a chance to review our ToS,
and clean it up a little bit…

www.wordpress.com/tos

Trying to keep my cool, I replied:

What?

It’s a blog about a tiny web service with 8 or so posts (so far). It doesn’t have any advertisements or any revenue generation capability whatsoever. I mentioned SEO in my last post because I did a little presentation at SeattleTechStartups.com a few weeks back– but RescueTime (http://www.rescuetime.com) has nothing to do with SEO (and, at present, isn’t even remotely a commercial enterprise). I reviewed to ToS fairly carefully and see no violations.

Are you SURE it was purposefully suspended? I’ve read several threads (covering the last few days) that seem to indicate there is a bug going around:

http://en.forums.wordpress.com/topic.php?id=16792&page&replies=5

http://en.forums.wordpress.com/topic.php?id=16787&page&replies=10

It seems a heckuva lot more logical to me that I’m a victim of this bug… I assume that if someone shuts down a blog for a breach of ToS that it would have some sort of note attached to it (to discriminate it from a bugged account)?

Several days have passed with no response. I have no idea if my blog is temporarily not suspended, if it was a bug, or if there truly was a breach that I’m not aware of. The blog is a simple product blog (I know a lot of startup guys who have such a thing– presumably that doesn’t count as “commercial purpose”?). I understand that suspending blogs is something WordPress has to do to be vigilant in the fight against spam, but would an automated notification hurt, citing the ToS clause in question? Given that I was actually a paying customer (not just freeloading off of their free offerings), would it kill ‘em to respond to my last email?

For the record, the blog gets VERY little traffic (thousands of uniques a month is all).

WordPress will continue to be my blog platform of choice– I’m too darn used to their fabulous interface. But (if nothing changes) I won’t be spending money with them again and I certainly won’t be recommending them as I have in the past. As they say, “customer service is the new marketing“.

First off, for those of you who haven’t been exposed to the phrase yet, here is WikiPedia’s take on LinkBait. The definition doesn’t feel complete to me. I’d probably add a bit of language along the lines of “baits users to bookmark the link” (because many social bookmarking sites convey “SEO link juice”) as well as a bit of language along the lines of “baits users to click on the link” (because Google is dabbling in having link performance on search results pages effect SEO).

For a pile of linkbait examples, you need to look no further than PopUrls, which aggregates the top links around the web (Digg, Del.icio.us, Reddit, StumbleUpon, Slashdot, etc). You’ll see a lot of commonalities in word selection, title structure, etc. As I look right now, I see “The 6 Most Terrifying Foods in the World” topping Reddit. “30+ Free 3-column Web Site Templates” tops Del.icio.us. “Don’t Mess with the Marine Corp. Calls for Fox News Boycott.” is near the top at Digg.

Getting back to the title of this post… I sent out 700 invites to the RescueTime Beta yesterday and noticed some REALLY interesting data. Before this, invite emails have been opened about 65% of the time (with about 90% of openings resulting in a clickthru). So far so good. I haven’t been thrilled that 35% of people don’t open the email, but it’s understandable given how long it’s been since they’ve signed up for the beta. Hey, don’t blame me– we got a LOT more interest in the beta than we’d orignally imagined we would!

Yesterday’s email, I decided to make a slight change to the subject line of the email. Previously, the subject was “(Finally!) Your RescueTime Beta Invite”. I decided to remove the “(Finally!)”– as we’re working on a business/team offering, I thought maybe we ought to be a touch more professional and a bit less self-deprecating about our beta invite delays.

I was surprised to see that the open rate dropped to about 51% (a pretty significant change). There are other factors at work here– potentially the time of day and the day of the week could change things dramatically… But I tend to think that the culprit is the subtle language change.

Which prompted me to wonder– What if I changed the subject to map to linkbait style? “(FINALLY) Your RescueTime beta invite– Know exactly how you spend your computer time!” or some such? Anyone have any suggestions? I’m happy to experiment.

My thinking about linkbait also made me wonder about page title tags (the SEO-critical bit of code that determines what the window title is and what the link title is on Google search result pages (SERPs, if you wanna get SEO-geeky). When I do a quick search (say for “plasma tvs“) and look at the blue links through the lens of linkbait, I’m not bowled over.

Would results in search engines perform dramatically better if the title tags adhered to the rules of linkbait? Related, could SEO geeks like me craft a title that was linkbaity and still had the right keywords while remaining under the 65 character limit that Google displays? If we could, would it drive everyone crazy to see bombastic claims and top 10 lists on search engine results?

It’s possible that the world of search engine results and email subjects need to be more mundane to be effective. Maybe marketeers have created so much mistrust in these arenas that anything remotely smelling of linkbait will be dismissed as spam. Any thoughts?

(blogging from Alaska!)

I wrote in more detail over at the RescueTime blog, but we got out first review of RescueTime over at The Red Ferret Journal. Absolutely smashing!

Brief note to let my dear readers know that we’ve set up a blog for RescueTime. Right not it’s not that active, but will eventually contain lots of interesting things that we can learn from our anonymous users. By asking them a few questions, we’ll be able to look at how productivity differs by gender, age, industry, and more.

For now, we’ll tide you over with a long-n-wordy case study on our permissions marketing campaign and a link to my appearance on Dave Mason’s syndicated radio show. Good fun!