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INTEGRITY IS EVERYTHING IN ONLINE COMMERCE !
The truth isn't elusive or difficult to express in the business world if
one has the courage to do it.
The World Wide Web is itself a metaphor--a decidedly mixed metaphor that
includes virtual places, portals, and mailboxes made of pixels instead of
aluminum. Email may be less tangible than a handwritten letter, but it's
far faster--and much more durable. So which is better? Which is more real?
To me, it is the source of the message that counts--and that will never
change.
In these days of rapid, radical, nonstop change, it is the enduring things
that are real. For example, in business, as in life, character matters. It
is real. So is integrity; it may be intangible (it can even be faked, for
a time), but that doesn't make it any less real.
Four decades into the digital revolution, we live in a world where every
sound and image can be manipulated by computers. That makes the potential
for deception quite high. But it doesn't change the fundamentals. Promises
are still only promises until somebody delivers the goods. That's still
what reputations are based on.
In the dot-com era, trust--the direct result of integrity and
reputation--remains critical. It too is real. The only difference now is
that reputations, which still take time to build, can be tarnished more
quickly. But that makes trust a more valuable commodity in the so-called
virtual world. I say "so-called" because the virtual world too has become
real. It is real because, once again, the source--a business--is what
counts, not the means.
Unfortunately, the Internet has been tainted by an air of unreality. It
may have something to do with the fact that a word plucked from the pages
of a sci-fi novel--the made-up term cyberspace--has become synonymous with
the Internet. (And it probably doesn't help that "consensual
hallucination" was part of author William Gibson's original definition.)
More likely, the Internet's otherworldly atmosphere has to do with the
valuation of dot-com stocks.
dot-com not only means selling goods and services over the Net but
in reality, it's a more cost-effective way to run nearly every aspect of
your company. It's all about moving business processes to open Internet
standards to streamline interactions with customers, suppliers, and
partners, and your own employees. We hear a lot about e-business and
e-commerce, but the extra "e" is redundant. It's as hard for me to imagine
business without the Net as homes without electricity or running water. It
can be done, but who'd want to? Companies that want to remain true to
their principles--and I hope that's all of them--must adopt the Net.
As for the actual Internet startups, the laws of gravity still apply.
Startups may put rapid growth ahead of profits for a time, but eventually
they will have to return to the true nature of business. They will have to
charge more than the cost of the goods and services they deliver, and make
a profit. They will have to add value to people's lives--same as always.
And they will have to be trustworthy, conduct their businesses with
integrity, and guard their reputations.
The great thing about Silicon Valley is that you can start a real business
on nothing more than an idea--and most of the companies start with the
idea of making a difference.
The companies that succeed will be the ones that make their ideas real,
that stand for what is true, and that employ great metaphors and analogies
to define their businesses and tell their stories. After all, cash and
coin notwithstanding, money itself is merely an agreed-upon representation
of that other great truth: value. And I can assure you, value is real.
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