From the monthly archives:

March 2009

Social Gestures and Blogs

March 31, 2009

This is a follow-up to my post on whether a distributed Follow system could add value to blog subscription feeds by encouraging some of the transparency, closeness and viral capabilities of Twitter and other services that use Follow.

The supporting gestures found in Follow systems create additional forms of expression over and above creating original content. Features like ‘reblog’ (or ‘retweet’) and ‘like’ capture feelings towards pieces of content and publish them as standardized gestures. They seem to drive a lot of virality in services like Twitter and Tumblr because they help spread content through networks of followers like a crowd of people keeping balloons up in the air by tapping them lightly when they pass over head.

In the same way that subscribing has the same end result as following, some social gestures have always been technically available as blogging tools. For example, blockquotes could be viewed as a way to reblog specific paragraphs of another post. However, blockquotes are interpreted as a way to refer to another piece of content. They don’t necessarily transmit any implicit or explicit gesture by themselves. The whole point of a reblog is to share the reblogged portion of the post even if comments are added. They are two completely different gestures, or one is a social gesture and one isn’t.

I think it’s good example of why the words matter because they change what it means to do what is essentially the same thing from a technical perspective. It’s also one of the reasons why subscribing is not the same as following. Perhaps the way to distinguish blockquotes and reblogs is that blockquotes serve the user by helping them make their point, whereas reblogs are more generous and help users promote the original content creator and only by extension themselves.

So far, social gestures have lived inside specific social media services although they can become somewhat distributed through aggregators like FriendFeed. It really includes it’s own gestures but since content is aggregated from other sources, it allows users to apply gestures to content created elsewhere. In some cases, things added to FriendFeed are integrated back into the source system.

Other services like Disqus include ‘reblog’ and ‘like’ gestures for blog content and could provide a template for other services that would collectively result in a distributed social gesture system for the Web. However, similar to the Follow model, I wonder if there is something about the short-form content published via Twitter and Tumblr that makes it more suited to social gestures? After all, Twitter isn’t a micro-blogging platform as much as it is a place, in part because of the supporting social gestures.

As posts become shorter and more real-time, they mimic real-life conversations more closely with Twitter at one end of the scale and blogs at the other. In that sense, social gestures are more like responses to other people than references to content. I also think the ability to retweet or reblog a piece of content in its entirety could be a reason why it’s more more popular for short-form content. Or, perhaps we just put more of ourselves into blog content that we are more protective of it.

If our blogs are where we live and Twitter is a place where we meet to talk. The difference in reblogging in those contexts could be the different between taking something from someone’s home, and just repeating what they said in a bar. So, would social gestures work as well or be as popular for long-form content like blogs as they are for shorter, more conversational content? I’d love to know what you think.

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Posted on March 31, 2009

Mark Josephson, CEO of Outside.in, wrote a terrific post on SAI last week about three competencies – aggregation, curation and networks – that he thinks represent the future of newspaper organizations.

I agree with the sentiment of Mark’s post and I think all three of his pillars will play a role in establishing the new best way that a lot of content is efficiently created, organized and distributed online.

However, I don’t think it represents a complete solution for newspaper organizations. It probably wasn’t meant to because Mark only talks about local news but the title of the article was rather sensationalist (although this may well have been edited by SAI).

I’d take the curation part of the framework one step further and add increased journalist interaction with readers and the subjects they cover. I’d like to see a world where journalists add explicit gestures to the content they curate in order to collect followers and build communities.

Like readers, the content formerly found in newspapers is not all the same. Content that used to be separate sections of a newspaper is produced online by lots of different types of companies and individuals. It’s also presented at different times in different contexts and is used for different purposes.

Reviews of books and restaurants might be found on blogs, user review sites or social networks or in the case of Amazon reviews at the point of sale. A Frank Bruni restaurant review serves a completely different purpose than a user review (or ten) on Yelp.

Real estate listings from brokers are written up on neighborhood blogs, aggregated directly online and found using searches multiple, changeable criteria and some use maps to help people visualize precisely where properties are in relation to local transport or amenities.

Different revenue models have already started to emerge in some verticals. Online job boards are mostly driven by search and alerts that might be ad supported but some are also charging companies to post jobs and charging applicants to view jobs.

Newspaper organizations face stiff, vertical competition in most areas including sports, entertainment, business, technology and politics either from native online media or the online outposts of cable television stations, magazines and trade publications. This is before even getting to blogs and local news.

This means the idea that there will be a single, industry-wide solution that will replace existing newspaper revenue streams and enable everything else to continue as normal represents a very narrow view of the problem.

Jeff Jarvis says as much in this blog post while reporting the creation of an investigative journalism fund by the Huffington Post which could help to support another part of the news puzzle.

Academic researchers in most if not all fields are forced to spend a lot of time trying to get research projects funded. It’s not beyond belief that a similar model might be necessary for journalism projects that are socially important but need to be funded rather than bought.

While the problems newspapers face are ostensibly related to the medium and the business model, it is also hard to separate the type of content they produce from those two things because newspaper content is constrained by its context.

The Web has enabled us to find and use information efficiently in the context that we need it, whereas newspapers present information in only one context at the start of each day and that is ‘what is happening in the world?’

Just as it made sense for newspapers to aggregate content on a wide range of subjects to broaden their appeal, online content has become organized into deep verticals online because it helps to place it in context in the moment.

As a result, solutions to the current problem need to address all of the content types found in newspapers differently because online technology is being applied to content verticals in different ways and (different) people are using it to do different things.

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Posted on March 30, 2009

‘Follow’ For Blogs

March 27, 2009

Following someone on Twitter and subscribing to a feed of blog content are similar actions but they feel completely different. Knowing who follows you in real-time creates an immediacy and closeness that makes Twitter a lot more social than subscribing to a blog feed.

Various friend widgets like MyBlogLog and subscriber stat counters provide this type of information for blogs and have been popular since before Twitter existed. It’s interesting to look back now and realize that they were/are probably popular because we naturally want to create closer, more social experiences.

However, the faces found in friend widgets seem more transient compared to those found in follower lists. Some site visitors may appear because they’re logged in to a friend widget and followed a link to your site without knowing what it was. Others might be pushed out of the widget before they’re seen because there are a limited number of slots. Many may not subscribe to your site so the visitor and subscriber numbers don’t tally.

It is possible to join more permanent ‘communities’ on MyBlogLog but this happens away from the site or content or person around which the community was created. If this information was available on each blog, it might help to create a more social experience like Twitter.

Google Friend Connect works more like this and seems to bring people a little closer together. Member profiles include bio information and the other sites they’ve joined. Members can even communicate with each other in the context of each community which isn’t possible on Twitter. You could argue that @ replies allow everyone to communicate with everyone else which is true but there is no context so it’s a different experience.

However, the relationship between site owners and site members still doesn’t feel as explicit or as close as following. Joining a site community and following someone are two different social gestures.

I’m curious as to whether a distributed Follow system that automatically adds someone to a friend widget when they subscribe to a blog feed would bring people closer together. Would it increase interactions and improve blog communities?

It should make everyone more visible and aid discovery of new people – something that feels particularly rich on Twitter – but how much of that can be attributed to the nature of short, easily scanned and responsive bites of content found on Twitter versus the longer, more isolated posts found on blogs?

Supporting social gestures and communal features like ‘retweet’, ‘@’ and ‘#’ found on Twitter may also play a role. I’ll talk about those in another post.

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Posted on March 27, 2009

Bill Grueskin, former managing editor of WSJ.com, authored two blog posts on Alan Mutter’s Reflections of a Newsosaur over the last few days. The first reveals how and why WSJ.com came to charge for its content in the first place. The second offers his thoughts on how other newspapers could charge for content.

Both are insightful posts given the source and reveal the original decision to charge for WSJ.com was ultimately a case of not knowing any better. However, that discovery is not as revelatory when you consider how little progress has been made on understanding the problem since.

A lot more data on paid subscriptions is needed to really analyze the willingness of customers to pay for both WSJ.com and FT.com and seemingly nothing else. The most interesting data points would be the percentage of corporate subscriptions followed by those determined to be professional versus consumer.

I’ve already written my theory on why professional customers are willing to pay for access to WSJ.com and FT.com and I’m sticking to it until I see more data or become convinced by a more likely argument.

This post looks at the way the debate over the future of professional news content is being approached by all sides regardless of the solutions offered.

All of the news articles and blog posts I’ve read so far have been based on the assumption that all customers are the same. I think realizing that they’re not could be the first step towards testing some possible solutions.

In the second of his two posts Bill raises some interesting points on engagement and Web traffic metrics. He suggests moving away from using unique visitors to measure popularity and using the time users spend on a website to measure engagement.

I think the concept of engagement is important but I interpret its meaning differently. I also think the right Web metrics are important but I interpret their purpose differently.

This is because I think that online people engage with stories rather than specific news brands. The nature of conversations is that there are multiple contributions so it is logical that stories will always be bigger than any one news article however well written and authoritative it is.

It also means that news brands or rather journalists (because people engage with other people) would have lead engagement in stories using all of the tools the Web has brought with it to interact with readers and extend their participation.

Journalists could engage readers all over the Web and build reputations with readers as authoritative sources and trusted news filters that would add to the perceived value of their own original content. Reputations have to be earned with every individual reader either directly or through people they trust.

Attempting to increase the average time users spend on news websites (or any other metric) is focused more on what helps the news website rather than what readers want because it doesn’t account for who readers are. However, Web traffic metrics could be an important tool to start learning about readers and distinguishing between them.

The advertising model that supported traditional media meant news production and its associated costs were always completely divorced from readers. News organizations have never truly known who their readers are and since advertisers valued them all as equally desirable (because they didn’t know who they were either) they were all considered equal.

The interactive nature of the Web enables companies to learn about readers in a way that news stands never have. It would be useful to use Web traffic metrics try to identify which people are already spending the most time on news sites. Who are they? What are they reading? What are they commenting on? What are they sharing and with how many people?

This might provide some knowledge on what these people value the most and guide decision making on finding new sources of revenue regardless of whether it’s paid content or some other service(s).

I am all for experiments but they should be built around the people that value news brands the most. Trying to be everything to everyone and creating experiments in vacuum will significantly reduce the chances of success.

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Posted on March 25, 2009

CRM and Web Services

March 24, 2009

I wanted to post about Customer Relationship Management (CRM) early in the life of this blog because it underlies a lot of my thinking and I knew I’d refer to it often in blog posts on a wide range of topics.

Strictly speaking, what I’m interested in is ‘customer-centric’ business and I’ve found that this is the best way to think about it. Talking about CRM invariably draws associations with with expensive, large-scale and often failed IT projects and that have little to do with customers. Those systems are meant to provide tools to scale customer-centric objectives but like most things getting there is really down to people.

In the last few days some of the themes of customer-centric business have started to emerge online. Albert Wenger has posted twice on a disruptive, Web-based banking model built on learned relationships and customer experience. There have also been several other posts on Twitter’s potential as the basis for a ’social CRM’ system.

I looked around quite a bit online for some useful diagrams to illustrate customer-centric business but I couldn’t find any. Specifically, I was looking for diagrams by Peppers & Rogers who pioneered these concepts in the mid- to late-90s. The two charts below can be found in their book Enterprise One to One and I cannot recommend it highly enough. I’ve not read all of their books but I’m confident anything they have published is probably excellent.

Most businesses pursue aggregate-market competition which as indicated below focuses on producing products that solve a narrow set of problems and attempt to maximize the number of customers that buy them. All customers and potential customers are treated equally, it’s the numbers that count and the main objective is to attract new customers (which has traditionally been expensive).

Aggregate-Market Competition

In contrast, customer-driven competition focuses on serving a defined group of existing customers and creating a wider range of products and services designed around them. The goal is to increase the share of customer spending rather than aggregate-market share. These are not new ideas, just rarely attempted or executed very well.

There are a couple more parts to a customer-centric strategy. First, all customers are NOT equal. They are distinguished individually by their value to the company. At a simple level this is how much business they have with you but valuations could include other factors as well.

Once customers are ordered by value businesses should spend most of their time and resources on the most valuable customers and extend their spending through individually tailored products and services that grow their overall share of each customer.

Customer-Driven Competition

The Web was meant to provide the interactions necessary to enable firms to distinguish between customers, remember them, and subsequently move past mass-customization to individually tailors products and services. What actually emerged was a reputation for cumbersome CRM implementations where the overarching goal of customer-centric business was lost.

At the same time, new Web services have been built using a product-centric mindset on the dual principles that online marginal costs tend towards zero and that network effects make services more useful the more users they have, both of which are true.

Given that most Web services are launching entirely new and disruptive products, a product-centric approach is usually necessary. New innovations often need to be product-led because customers don’t know they need them until they are presented.

However, as the growth of Web services continues and they become pervasive in our lives I think customer-centric business will become increasingly important as a way to build real businesses online and I expect to revisit this topic frequently on this blog.

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Posted on March 24, 2009