Table of contents for object-centered sociality series
- The use of social objects as artefacts for identity management
- Social objects and the observer’s paradox
- Social object and the object-centered environment
My previous post about "social objects", described how your profile, what you publish and what share online determines the impression you make and provides topics or hooks for others to get in touch with you. The term social object is a convenient shorthand for describing such hooks, which represent many of the reasons people socialize with each other online; this theory is referred to by sociologists as "object-centered sociality".
"No Man’s Blog" has an excellent analysis of identity management and phatic communication through the use of Facebook applications.
My post garnered excellent, lengthy comments. Referring to Hugh MacLeod posts here and here, one of the commenters, Bernard Tremblay voices a valid, if strongly worded, objection on his blog to the use of the term "Social Object". Bernard laments that the term seems prone to profiteering by marketing "snake oil salesmen":
The moment draws nigh when we take one more step: “you came over just to chew the fat with Pam” … right. But what happens when we use “social objects” as our lens? We see that entirely social impulse in terms of transaction … the title of the piece is “marketing” and properly so: what we’ve done here is reduced the whole to an exchange between providers and consummers [sic].
Yet the trend is clear …
There’s plenty evidence that brands are investing heavily in online word-of-mouth marketing. According to PQ Media,
Spending on word-of-mouth (WoM) marketing jumped 35.9% in 2006 to $981.0 million and is expected to top $1 billion in 2007, making it one of the fastest growing alternative media segments. Driving the growth is the continued consumer shift to alternative media and the marketers’ need for increased brand engagement and ROI. These are some of the findings of the first in-depth analysis of the emerging word-of-mouth (WoM) marketing industry released today by PQ Media, the leading provider of alternative media econometrics (www.pqmedia.com).
Helping to fuel this growth are a projected 3.5 billion brand-related conversations per day in the U.S., according to Keller Fay Group, with nearly 80% of consumers trusting recommendations from family, friends and "influential" persons over all other forms of advertising and marketing.
Need more evidence? According to Nielsen, vehicle discussions are up 40% since January 2007. Interestingly, the same article displays Nielsen’s "Brand Association Map, which is a "a visualization tool to map how consumers naturally think and talk about brands online." This is how the social object plays out in conversations. Here’s an example of a map of conversations about Nike.
So let’s all hop on the word-of-mouth bandwagon, and let’s do it by creating social objects for people to engage in object-oriented sociality, but under own terms, right? Not surprisingly, this type of thinking is fraught with pitfalls. Some examples come to mind:
- Should brands join or build social networks? Consider the $2 to $3 Million "Connecting with Cookies" site, whose shortcomings are described here by Kami: "Connecting with Cookies is pure advertising and the site is a brochure. There is nothing wrong with that, but if Pepperidge Farms was sold a social media site, this isn’t it."
- McDonald’s strained effort to create a Starbuck’s-like experience in its stores, which according to this FastCompany article, is certain to bomb: "Remember McPizza? Me neither. I’ve read it was neither better nor worse than Pizza Hut or Domino’s Pizza, but it was a miserable failure. Why? Because when you go into a McDonald’s, you’re going to be bullied out of your pizza-eating mood (assuming you entered with one in the first place) by the sweet stink of the flagship fare. The place reeks of fries and beef. McDonald’s has spent millions of dollars developing chemical aromas for its fries, burgers and chicken, and they are every bit as intoxicating as they were meant to be. You know that frustration you experience when you try to hum one song while another is playing on the radio? That very dissonance was the demise of the McPizza, and will claim McCoffee next."
- And more generally, some companies and brands are paying bloggers and social networkers to advocate their product, for instance by using Pay-Per-Posts’ rebranded SocialSpark service (good introductory video, though and props for the greater transparency with the disclosure badge). From the video: "… the perfect way for brands who want to engage bloggers in a more controlled atmosphere" … lol. As if you could craft real conversations between people to mirror the laundry detergent ads on TV.
Censoring or attempting to control the word-of-mouth is equally misguided, as in the case of Microsoft doing away with the Blue Monster; according to Robert Scoble: "@gapingvoid: yeah, someone inside Microsoft killed the Blue Monster. Sigh. Microsoft’s committees kill everything cool." The alternative would have been to let the Blue Monster live its own life and retire itself when Microsoft does start changing the world again.
The Observer’s Paradox:
Zero Influence points out that "Brand as a Narrative prevents the Brand existing as Embodiment. Brands need to live within the architecture of life, not on the perception plane. Trying to get a purchasing audience to care about a Brand is costly compared to using your Brands affordances to improve the infrastructure of life. In this case giving is cheaper than advertising."
In "The Gift", Lewis Hyde makes this point by describing an English fairy tale of a …
"… Devonshire man to whom the fairies had given an inexhaustible barrel of ale. Year after year the liquor ran freely. Then one day the man’s maid, curious to know the cause of this extraordinary power, removed the cork from the bung hole and looked into the cask; it was full of cobwebs. When the spigot next was turned, the ale ceased to flow.
The moral is this: the gift is lost in self-consciousness. To count, measure, reckon value, or seek the cause of a thing, is to step outside the circle, to cease being ‘all of a piece’ with the flow of gifts and become, instead, one part of the whole reflecting on another part."
Because life is grainy and each bit, the good and the bad, make up your experience. The things we love most may have lots of defects. When things are too easy, we take them for granted. And when things sound too rosy, we distrust them. And if you look into the source of your gift, you’ll lose the shine in your own self-consciousness.
The same thing applies when designing spaces for consumer interaction with your social objects.
"There are two ways of building an institution. One way is to build a jewelry box to present objects and the other one is to conceive of it as an open market where everything is removable and you can change things all the time. ….
I think that maybe the idea of being relevant, of being useful, of being pertinent is more important to artists than just doing something new ….
Ten years ago, it would have been completely impossible to consider a DJ as an artist for example. Now, it’s normal. Nobody would even think of saying ‘you’re already playing pre-existing records, so you’re not an artist.’ That’s vanished. The idea of the artist as a kind of demi-god creating the world from a blank sheet of paper is something that has just vanished from our every day culture. The fact that the DJ or programmer or artist uses already existing forms in order to say what they want to say is something that is certainly the most important thing at the moment because it totally goes beyond the art world."
If you’re a brand, consider becoming a DJ with your products and services. There are plenty of examples, including Radiohead’s latest album, Amazon’s customer service (“Jeff used to say that if you did something good for one customer, they would tell 100 customers”), and Dell’s Ideastorm.
So Design for Hackability (pdf file, via PLSJ). Design for play and join your audience. Just don’t make it slick and stop your bean-counting, if you want to build engaging experiences with your community around your social objects.
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