10.3.09

Primates On Facebook

Although communication has evolved greatly since the smoke signal and carrier pigeon, our brains’ ability to engage in social behaviour has yet to catch up despite a flood of tools that allow us to stay in touch with more people. The findings highlighted in this article bring to light some interesting insights on behaviour in a social media environment. Come discover why the number 150 is intrinsic to all human beings.

That Facebook, Twitter and other online social networks will increase the size of human social groups is an obvious hypothesis, given that they reduce a lot of the friction and cost involved in keeping in touch with other people. Once you join and gather your “friends” online, you can share in their lives as recorded by photographs, “status updates” and other titbits, and, with your permission, they can share in yours. Additional friends are free, so why not say the more the merrier?

But perhaps additional friends are not free. Primatologists call at least some of the things that happen on social networks “grooming”. In the wild, grooming is time-consuming and here computerisation certainly helps. But keeping track of who to groom—and why—demands quite a bit of mental computation. You need to remember who is allied with, hostile to, or lusts after whom, and act accordingly. Several years ago, therefore, Robin Dunbar, an anthropologist who now works at Oxford University, concluded that the cognitive power of the brain limits the size of the social network that an individual of any given species can develop. Extrapolating from the brain sizes and social networks of apes, Dr Dunbar suggested that the size of the human brain allows stable networks of about 148. Rounded to 150, this has become famous as “the Dunbar number”.

Many institutions, from neolithic villages to the maniples of the Roman army, seem to be organised around the Dunbar number. Because everybody knows everybody else, such groups can run with a minimum of bureaucracy. But that does not prove Dr Dunbar’s hypothesis is correct, and other anthropologists, such as Russell Bernard and Peter Killworth, have come up with estimates of almost double the Dunbar number for the upper limit of human groups. Moreover, sociologists also distinguish between a person’s wider network, as described by the Dunbar number or something similar, and his social “core”. Peter Marsden, of Harvard University, found that Americans, even if they socialise a lot, tend to have only a handful of individuals with whom they “can discuss important matters”. A subsequent study found, to widespread concern, that this number is on a downward trend.

The rise of online social networks, with their troves of data, might shed some light on these matters. So The Economist asked Cameron Marlow, the “in-house sociologist” at Facebook, to crunch some numbers. Dr Marlow found that the average number of “friends” in a Facebook network is 120, consistent with Dr Dunbar’s hypothesis, and that women tend to have somewhat more than men. But the range is large, and some people have networks numbering more than 500, so the hypothesis cannot yet be regarded as proven.

What also struck Dr Marlow, however, was that the number of people on an individual’s friend list with whom he (or she) frequently interacts is remarkably small and stable. The more “active” or intimate the interaction, the smaller and more stable the group.

Thus an average man—one with 120 friends—generally responds to the postings of only seven of those friends by leaving comments on the posting individual’s photos, status messages or “wall”. An average woman is slightly more sociable, responding to ten. When it comes to two-way communication such as e-mails or chats, the average man interacts with only four people and the average woman with six. Among those Facebook users with 500 friends, these numbers are somewhat higher, but not hugely so. Men leave comments for 17 friends, women for 26. Men communicate with ten, women with 16.

What mainly goes up, therefore, is not the core network but the number of casual contacts that people track more passively. This corroborates Dr Marsden’s ideas about core networks, since even those Facebook users with the most friends communicate only with a relatively small number of them.

Put differently, people who are members of online social networks are not so much “networking” as they are “broadcasting their lives to an outer tier of acquaintances who aren’t necessarily inside the Dunbar circle,” says Lee Rainie, the director of the Pew Internet & American Life Project, a polling organisation. Humans may be advertising themselves more efficiently. But they still have the same small circles of intimacy as ever.

Tweetin' Brands

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It's All About The Value Add

With the status of the economy, consumer engagement is more important than ever. Smart marketers are exploring ways to extend the consumer experience by offering services and support in addition to the core product. This is where online communities can really come into play. Here are three examples of retail brand initiative that work to keep their brand top of mind. We could all take a leaf out of Starbucks’ MyStarbucksIdea.

In an economic downturn, we’re seeing a real shift in retail shopping patterns. Here in the UK there are reports of people switching from their usual supermarket brand for what they believe to be a cheaper alternative (as shown by the current price war between competitors Tesco and Aldi). People are shopping around more and price is of even greater importance than it might have ever been in decision making. In this climate customer engagement is more important than ever, as is extending the customer experience by offering other services and support in addition to your core product. You need to keep your brand front-of-mind, so that when the customer next goes shopping they think of you first. This is where online communities can come in handy.

Wal-Mart’s Elevenmoms

Wal-Mart have a chaquered history with social media (the infamous Wal-Marting Across America campaign, for example), but they are doing some great things at the moment. One good example of building a small but powerful online community is Elevenmoms. The original concept was simple - get eleven moms to blog about their lives and in particular about their money-saving tips. These blogs would be collected together in one space where others could read and comment on what was being discussed. Those eleven moms has now grown to 21 and includes a green-mom, among others.

This is another simple online community concept that really works. Communities don’t always have to be about engaging all your customers or providing discussions that they all want to join, sometimes getting a small number of people to blog and start a conversation is all you need. Others will read and gain benefit form what is being written, and with time the number of people adding comments and interacting with the content will increase. You also have the benefit of not all content being from the brand itself - rather you are sponsoring and promoting user-generated content. Allowing your customers to speak for you. A difficult decision to make, but one that can offer real benefits to your brand.

Sainsbury’s Online Community

This is a relatively new online community from one of the major players in the UK supermarket market. It is yet to grow and mature and it will be interesting to see how it is managed in the future, but the initial signs are positive. The Sainsbury’s Online Community is a simple concept - a set of forums where people can share ideas and tips. This is really a user-generated version of the recipe and ideas cards you can get in store or download online. Rather than Sainsbury’s providing you with recipes and ideas, they are providing a means for their customers to share these things with each other. This should increase both time spent on site and the range of things people do once they are on the site. Sainsbury’s are also providing a new service to their customers, they are supporting them to make the most of the groceries they buy between shopping trips, thus keeping the brand front-of-mind.

Currently the community sits separately from the e-commerce part of the site. I think that this is a sensible idea, at least for now. People who are shopping on a grocery e-commerce site are typically going their with a set of specific items in mind that they want to buy. We would like them to buy all of these and checkout their basket, without any distraction to put them off doing so. Mixing in community content in this environment can be difficult - we want to enrich and enhance the experience (and so make people buy more or buy more expensive products) but we do not want to distract people from their core task. This will only really be possible once there is considerable content on the community and we can use it to tie together ideas and recipes (for example “you’re buying this item, how about these other items to make this recipe as recommended by…”). At the moment the concept is simple and needs to grow and develop, once it has done the opportunities are great.

MyStarbucksIdea

No overview of online communities in the retail industry would be complete without looking at MyStarbucksIdea. This site, launched in early 2008, has a simple community concept - you can submit an idea to Starbucks, comment on existing ideas or vote for them. As with many example of online communities, simple can be best. You need to establish how you want to engage your customers and, importantly, how they want to engage with you. Starbucks identified that they wanted to create a feeling that customers had input into and a say in the business; that anybody’s voice could be heard. This fits well with the open and friendly brand they have developed and so would reinforce their position in the market. It would also be a source of new ideas and innovation and allow them to co-create with their customers.

But what makes this community really work is also simple - Starbucks actually listen to and respond to the comments in the community. This closes the feedback loop, rewards those who take part in the community, encourages others to join, and reflects on them as a listening brand. It’s often easy to overlook the need to engage and respond to ideas in your online community. But taking part is the one thing you can do to maximise the benefits you will get from the community itself.

See all our Online Community Examples

Source - FreshNetworksBlog

Mom Took The Blue Pill

Mom is online and she has become quite acquainted with digital technology. The following link will take you to six key takeaways from a recent study on the role of digital technology in the life of the modern mom. You can also download the entire study. If your brand targets mom be sure you are speaking to them in all of their languages ;)

Razorfish and CafeMom issued a “Digital Mom” report that examines the role of digital technology in modern moms. (Do yourself a favor and click on the download PDF icon to read the report. It’s the second to the last icon in the navigation bar.)

Here is a quick summary to entice you to read the whole thing. Anyone who is trying to market products or services for moms should read this exellent report.

  1. “Social media and text messaging, instant messaging, and gaming, now used by the majority of digital moms, are no longer niche activities.”

  2. “At the same time, moms with children 12 or older are more likely than moms of children under 12 to use gaming and video. Marketers have an opportunity to respond to these trends by acknowledging that a ‘one-size-fits-all’ strategy against moms may not work.”

  3. “Marketers should recognize the dual purposes (communicating with peers and monitoring their kids) moms of older children have for engaging with emerging technologies, particularly social channels. They should learn more about the challenges moms face when embracing technology, and provide them with better resources and information to help them guide their children.”

  4. “Marketers have an opportunity to utilize communications channels like social networking, text messaging and gaming to facilitate conversation among moms and influence decision making.”

  5. “Marketers should consider marketing to mom as both an interconnected woman and a mom, as her interests extend beyond parenting.”

  6. “Among digital moms, the gap is closing between TV and other channels in creating initial awareness about products. Marketers should consider the penetration level and relative influence of each channel when determining how, when, and where to reach digital moms along the purchase funnel.

Full Research Deck Accessible HERE
Source - Guy Kawasaki

"Social Skittles" 2

So this will be the last mention of Skittles on this blog. I was able to share some thoughts with Jackie Huba from Church of the Customer (audio of Jackie has echo in the beginning). Bottom line, she doesn't see a lot of value in the effort for the brand, while I thought it was just plain fun (and fascinating to watch). I think the real winners here are the employees of Mars corp who were no doubt GLUED to their computers these past couple of days. They got a first hand quality education on the social web that in my opinion is priceless. Money well spent in my opinion and insights that can inform future strategies.

So with that, I would like to leave you with one gem of perspective I came across from Steve Portigal. I spent hours scouring through commentary on this topic and even more hours immersing myself in the phenomenon first hand. I have to say that I was less than impressed with the quality of "analysis" out there and for me, Steve's insight was like a beacon shining in a tempest of opinion.

I'm surprised by the summary dismissal of the reaction of twitter as "vile" and "immature." It might be helpful to be slightly more sociological (and therefore less judgmental) when considering a phenomenon like this. What were people really feeling? What drove them to take those actions? Skittles decided to co-opt a conversation, and some of the participants co-opted it right back. People used words and ideas for shock value, not because they truly held those beliefs or would otherwise use those words.

Maybe that meets your definition of immature, but there's a stimulus-response here and a context, and I think it would be useful to consider some alternate frames of reference rather than dismissing them.
And maybe Skittles wanted it this way; they said we could all play with their home page and indeed some people explored the boundaries of play. Just like we'll put our face all the way up to a camera lens, it's being playful. It's a use of the medium that affords the individual trying to draw attention to themselves and "shock" is one way to do that."

I've followed Steve's writings for a while and the guy knows a thing or two about human behavior and why we do the things we do. For me, his take is worth chewing on. Excuse the pun.

Video: HERE

Source: Logic + Emotion

"Social" Skittles 1

Skittles has generated quite a lot of buzz with the launch of its new social media platform. As opposed to setting up an online hub for the brand, the new Skittles platform links viewers to existing conversations about the brand on sites such as Twitter, Facebook and Wikipedia. Although this initiative is quite unique in the online environment does it push the needle on tangibles such as sales?

Yes, it was originally advertising agency Modernista! that threw away their Website in favor of simply patching together all of their information across various social networks and services. Nearly a year later, Skittles has done the same thing. If you point your Web browser to Skittles.com, you will not be greeted by the familiar sight of a highly "experiential" or branded site complete with games and promotions—instead, you will go to a Twitter search result page that shows you what people are saying about the brand in real time.

The "siteless website" then places a "widget" above the Twitter search result and lets you navigate to other destinations, mostly distributed across the Web, from product pages on Facebook, to video channels on You Tube, to simple product information on Wikipedia and don't forget photos on Flickr.


While I would not recommend agencies or professional services companies to go the Modernista! route (people aren't talking about you like they are products)—this is an interesting tactic and raises a few issues. For one, as Modernista! has taught us, you can't fool around with your Wikipedia entry. And secondarily, the tactic is still experimental. (currently Skittles requires you to enter your date of birth every time you visit the "site"—a less than ideal experience probably caused by a tech glitch.)

Another reason this is worth watching closely is because we're seeing a social media reality play out in real time. While you can listen in on, respond to and potentially even influence conversations—you cannot control them. Currently, pointing your browser to Skittles.com will also result in some profanity showing up (via Twitter). Note: Skittles does have age verification in place, as mentioned earlier but you can see the updates behind it.

Now all that said, this is a very interesting solution for consumer goods brands. For one, people do talk about what they eat on networks like Twitter and skittles makes the list. Secondarily, no one is going to talk about another consumer Website or contest that no one cares about, so for now—Skittles is upgrading their Google and social juice by the chatter they will get out of this (Twitter went down right after a ton of conversation started happening around this and it's currently the number one most talked about topic on the Network beating out the stock market!)

Whether you love it, hate it or think it's a gimmick—right now this tactic is providing a valuable insight into the business world and current marketing challenges. Brands are scrambling to become more relevant in our lives. Traditional Websites aren't enough. Baner ads aren't enough. Traditional 30 second spots can be ignored and they are desperately looking for new ways to interject themselves into our conversations.

We will see more of this, not less.

In somewhat related news, Forrester released a new study today titled "Add Sponsored Conversations To Your Toolbox". Now watch the language here very closely. "Sponsored Conversations". This is an attempt to frame an emerging media model which we will also be seeing more of. Getting people to distribute your content by brokering paid arrangements with agencies or the distributors themselves. The "distributors" can be bloggers, influencers etc. who are empowered to say whatever they want about your brand. I cover this example under my "paid and earned" media model on the paid side, since bloggers do get paid. But it's an emerging model and the focus is on distribution etc. Again, this is a response to the media fragmentation and poor search engine results may brands are experiencing. Increased chatter about brands can help resolve some of these issues (and positive chatter is ideal).

Listen, Learn Adapt
Now comes the hard part. It's difficult enough for brands, organizations and their partners figuring out all of these new models—on top of that, it will not be enough in the long term to merely tap the social channels or point your URL to what's being said about you. If you take a look at the right side of "earned media", brands will have to begin their initiatives my leveraging both listening tools (Radian 6, etc.) and qualitative insights, and evolve the existing creative process to something more informed, adaptable and responsive. This is something that I've been working on in it's early stages (below).


So in reality, the story is bigger than what Skittles or Modernista! have done and the punditry that will inevitably swirl around it. The big takeaway is that the traditional (yes, this includes digital) model is being distrupted before our eyes. Business as usual used to mean a Flash and promo heavy website for a brand like skittles, and now it looks entirely different. And it doesn't mean it will work either. Do people really want to engage with a brand like this on Facebook, a ecosystem built primarily for managing your social and professional life? We're getting closer to finding out. So what do you think?

Source - Logic + Emotion

A Different Look At Seasonality

The pressures of a recessionary economy are changing the “how” and “when” consumers are spending their money. This change behaviour is being coined as the “paycheck cycle” as spending habits are closely correlated to paydays. Discover how your marketing communications can leverage this insight and maximize your relevance to consumers during these economic times.

If you ever needed proof that the context of would-be purchasers' lives is a far more important quality than any attribute of brand that you might promote, just look at the emerging utility "paycheck cycle" for packaged goods marketers.

It's a reference to the periodicity of purchasing behavior inherent in the lives of salaried employees. With less money in the bank, people are tending to buy things -- especially necessities of food and other household products -- when they get paid.

While such observations are nothing new, the lengths to which marketers are incorporating the behavior into what would have once been sacrosanct branding and marketing plans is truly amazing:

  • Content: All the talk about promoting "value" is just marketingspeak codeword for relenting on the absolutes of brand, and finding messages that are relevant to consumer needs. At paycheck time, the fundamental need is to buy something, so messaging is far less about emotion, and far more about utility
  • Channels: Is a conversation via some social media tool the best way to get the message out to payday shoppers? Probably not. Key an eye out for a resurgence in drive-time media, like radio, and POP (like coupons). And lots more direct marketing. One of the primary benefits of being "a loyal member" of something should be getting access to payday purchase discounts
  • Distribution: Different packaging configurations depending on time of the month (larger at payday, vs. smaller units for when money is running out), and making sure the right products are available during the right periods are probably far more important than marketing an intangible emotional quality
  • Price: This is the simplest and perhaps most compelling tool for dealing with the new seasonality, only it might be counter-intuitive to standard practices: shouldn’t prices be lower when consumers are flush with paychecks, to encourage them to spend a lot and do so habitually? Prices can be higher later in the month, while package configurations can be smaller (so thereby bringing prices down)?

Big-name brands are aggressively exploring such approaches, like Frito-Lay, ConAgra and Heinz. I think it's a grand idea, not only because it challenges marketers to get even more connected to the sales reality of the businesses, but it allows them to refocus their attention on prompting behavors, not just intentions, conversation, or the happy thoughts of most branding.

And maybe it means that all marketers can start getting out of the habit of waiting for the holidays, or the other long-term seasonal certitudes of planning that aren't so certain anymore...and embrace new definitions of periodicity in their marketplaces.

Source - Baskin Dim Bulb

4.3.09

Good Luck

The following is a fun look at some demographics you have no chance of reaching. Interestingly, there have been a few brands who have broken into categories where they were once resented, Nike SB for one. If you have any other brands who have managed to overcome similar obstacles we would love to hear about them on our blog. Please comment at your heart’s content.

Five Groups That Aren’t Buying It

The Amish
Estimated Membership: 232,000
Homeland: U.S. & Canada
The Amish have been partying the same way since 1693, and though less-strict communities allow for some use of technology (solar energy, hydropower) their commitment to simplicity is impressive: most travel by horse-drawn buggy, sew their own clothes on foot-powered machines, and cook on wood-fired stoves. This level of immaterialism is not for the hasty. As one Amish farmer told the Institute for Environmental Studies: “We often joke that where tractors can plough a six-acre field in two hours, I figure two days—but my time includes listening to vesper sparrows and meadowlarks and watching clouds scud across the sky.”

No Impact Man
Estimated Membership: 3 known, countless inspired
Homeland: New York City
Of the multitude of bloggers bent on sitting at a computer to champion their sustainable lifestyle, No Impact Man (44-year-old writer Colin Beavan) is arguably the most serious: he has given up producing any sort of trash, using carbon-fueled methods of transport, shopping for anything but food grown within a 250-mile radius of his apartment, and—here’s the best part—toilet paper. His wife and daughter are along for the ride, which is documented on his blog and a forthcoming book and documentary, due out year.

The Church of Stop Shopping
Estimated Membership: 20,000
Homeland: Worldwide
When performance artist Bill Talen (aka “Reverend Billy”) started preaching to the bag-laden shoppers in New York City’s Union Square in the late 1990s, little did he know he’d launch a new religion. There are now members of the Stop Shopping Gospel Choir in every continent but Antarctica. Their credo: The Shopocalypse is nigh, and they’ll do anything to stop it, from marching (and singing anti-corporate songs) down Disneyland’s Main Street to releasing a Morgan Spurlock-produced documentary—What Would Jesus Buy?—just in time for the holidays last year.

More on The Church of Stop Shopping from GOOD: “Shop Till You Drop?”

The Compact
Estimated Membership: 9,802
Homeland: Worldwide
Here’s the challenge: buy nothing new for one year—no clothes, no toys for your kids, no half-off DVDs. You can buy food, health and safety items, and underwear (shopping for worn panties would just be gross), but that’s it. In an effort to curb consumption, 10 San Franciscan friends did just that, and inspired people all over the globe to do the same. It’s not easy, but the community they’ve forged online and at monthly meetings helps them get what they need. As Compacter John Perry told the SF Chronicle, “We had a little crisis when Matt and Sarah had to replace their shower curtain liner and we said no, but we put the word out and someone found one for them.”

More on The Compact from GOOD: “The Compact”

Freegans
Estimated Membership: Countless
Homeland: Worldwide
A burgeoning group of educated, often middle-class people who root through trash to cull usable waste. Obviously, not everyone who dumpster dives is a Freegan—most just do it to survive—but Freegans will tell you that their process is less about acquiring things than it is a total boycott of an economic system that’s put profit above everything and everyone else. See Freegan.info for foraging tips and a city-by-city dumpster directory.

Source - GooD, Anti Consumers