May
28

Top Tweets! Dean Riffs on Recent News

by Feedback

A few of the best stories this week, hand-picked by me (Dean) from our Twitter and Facebook feeds, with a dash of commentary. (Anna’s Picks will return next week!)

10 Things You Need To Know About the New Facebook Privacy Changes: http://bit.ly/cVvLoP
Can you imagine a company that makes physical products being able to backpedal this fast and publicly? No? Me neither. Check out the ever-helpful AllFacebook.com for tips on those new privacy controls.

The Half-Life Of A YouTube Video Is 6 Dayshttp://bit.ly/dkJUYO
Or: why you need to get that video up FAST.

Why Facebook Community Pages Are No Big Deal For Brands…Eventually:  http://bit.ly/cUEQNe
One of the single most perplexing things for brand managers right now is the sudden appearance of “Community Pages” – a weird cross between Wikipedia and a living Facebook Wall, these have cropped up for some but not all random subjects, brand names, employers and more. This article explains why over time they won’t be so confusing or important, but right now they’re causing consternation…

PA Becomes First State to Join Foursquarehttp://bit.ly/c7IjKq
You know you want the, “PA Retail Polka” Badge :)

Why BP Isn’t Fretting Over Its Twitter Impostorhttp://bit.ly/aEOmgv
While the comedic value is sometimes hit and miss, the fact it has been left alone is telling enough. Read why BP isn’t pulling the plug on a sarcastic rival PR horn.

We had an incredible time at the New England Society of Healthcare Communications this week in beautiful Stowe, VT. Feedback presented the keynote, moderated a panel on social media and New England hospitals, and gave a talk/discussion on generational differences. The NESHCo group is a great group of folks!

For those just joining us from that conference or others:

The gnome is watching you...

Feedback on Facebook (Facebook.com/FeedbackFB)
Where you’ll find  our active links, commentary, great discussions, photos, video and more on a daily (heck, hourly) basis… just click “Like” and you’re in!

Feedback on Twitter (@feedbackagency)
Twitterers can get their fix on our stream here, linking to great articles, thoughts and more!

And of course here on our blog and on YouTube (user: FeedbackVideos) you can catch Anna’s Social Media Picks of the Week.

Have a safe holiday weekend everyone!

-Dean (@dbrowell)

May
03

The Internet, Anthropology, Facebook as Training Wheels & More at ROFLcon II

by Feedback

We’ve returned from ROFLcon II (April 30 & May 1, 2010) and are eager to share all we learned with anyone who will listen…

Huge ideas abound and it was an incredibly helpful (and dare we say important) conference to witness. It was only the second time in two years they’d even held this exploration of internet culture, memes, academia and society at MIT. Anna (first-timer) and I (returning for round two) soaked up every minute of the packed two days. There’s so much to share, but we wanted to be sure to get some key themes in writing first:

  • The entire conference started out with Ethan Zuckerman’s (The Berkman Center for Internet and Society) brilliant “From Weird to Wide” primer on important philosophical questions about culture, the internet and memes. This included not only a bright debut of Kenyan’s first meme explosion, but also an important discussion of a significant point: Be an anthropologist, not a bouncer. In other words, embrace rather than exclude. It would set the tone for some interesting underpinnings for the rest of the conference
  • Apparently the rest of The Internet agrees that YouTube comments are the most ridiculous in the universe
  • Another giant point writ large: Know your history. There were many great moments in a variety of panels that included memes and networks old and new, but the overall one can’t be hyped enough: know where we’ve been. For example, the open community of Usenet, with its challenges, imperfections, sub-communities, stalwart user trust and very existence pre-AOL set the stage for one of the toughest but singularly important lessons of the entire conference…
  • “AOL” and “Training Wheels.” The Tweets heard round the world. As the very last panel at ROFLcon II tried to wrap its arms around the topic of “Mainstreaming the Web,” Ben Huh and Moot (from LOLcats and 4chan fame, respectively) deftly created a distinct separation between the open sub-communities that operate online (some anonymously) and those that allow for a mainstream audience to operate in a larger but closed system. With over 950 attendees, ROFLcon included employees from ominous internet giants such as Google and Mozilla, but as this panel pointed out, not a soul from Facebook (or none that would admit it). This lead to the single most Re-Tweeted line from the conference, uttered by Ben:

“Facebook has become like AOL, it’s like training wheels for the internet. It’s a safe place, except for your privacy.”

And thus what was once considered a fringe medium was correctly pegged as having moved into a mainstream culture controlled by a single corporation. We’ve been here before. With 400 million users, with meaningful proportions of diverse generations, races and cultures, Facebook is not unlike the closed system of AOL. This doesn’t make it right or wrong, but it does make it everywhere and closed – and drastically different from much of the sub-cultures brewing away contently in the rest of the web.

For Feedback one overriding point was clear: the social web hardly, barely begins and ends at the doors of Facebook and Twitter. Certainly a critical mass at those two giants means we must implement there to reach a large population of consumer. But even more importantly we must dive deep, see fewer obstacles and research even smarter and harder beyond these barriers into the sub-cultures that exist in the interest, cultural and geographic communities. There are enough self-proclaimed social media gods to take care of staring at Facebook and Twitter only. But it’s not unlike marveling only at a capital city and not noticing the swarms of people outside, down the roads, in other states, in other countries… The future of the net and community is not only also out there, it may indeed only be out there. Think I’m just being overly dramatic? Ask AOL.

More to come on some of our favorite moments by myself and Anna (@alucas9). We certainly had fun too and some photos are up on our Facebook Page right now. In the meantime be sure to check out her interview with Christian Lander of “Stuff White People Like” fame.

-Dean (@dbrowell)

Apr
30

Anna’s Social Media Pick of the Week: ROFLcon (04/30/10)

by Feedback

This week, I’m doing my social media picks of the week a bit different. Feedbackers Dean and Anna are in Cambridge, MA for ROFLcon II. So, this week I have only one social media pick, and it’s…. #ROFLcon! We’ll be covering to footage of the event while we’re here, and started bright and early this morning at registration. I lucked out and got an interview with Christian Lander, who wrote “Stuff White People Like“.

Take a look:

Follow @dbrowell, @alucas9, and @feedbackagency for updates at ROFLcon II.

-Anna (@alucas9)

Apr
28

Yelp’s a Poppin’

by Feedback

We’ve been talking a lot around the office about geo-location, reviews and ratings and how they influence a number of industries now and in the future. Yelp has been a big topic of discussion, with its gigantic critical mass (25 million a month and growing).  Yelp’s had some high-profile mentions in the press recently, and with good reason. Below are a couple of videos we’ve found interesting on what’s going on over at Yelp.

Here’s an explanation of Yelp’s new integration with Facebook:

And here’s a clip of Steve Jobs on Yelp as a part of iPhone app success:

Also be sure to catch the great blog by Search Engine Land on the implications on search, including Yelp, of Facebook’s recent announcements.

-Dean (@dbrowell)

P.S. We’ve been brainstorming the effect on other industries as well.  For example, what’s the Yelp of healthcare, if a review site on docs, procedures, clinics…gets that much traffic, going to do to the industry? Drop in virtually or in-person and brainstorm with us!

Apr
13

Twitter Lets The Tweet Be The Ad With: “Promoted Tweets”

by Feedback

Twitter announced Tuesday the first phase of paid advertising with, “Promoted Tweets” (read more on their blog here).

Twitter’s ad model for Promoted Tweets is based on a per-thousand buy of viewers who will see a Tweet at the top of their search results that has been chosen for “promotion” by a paying company. This result will reside at the top regardless of when it was posted, meaning companies can circumvent the deafening cry of other Tweets about the same subjects that could bury their comment over time or over frequency.

This also makes for an interesting paid-placement opportunity for dealing with public relations nightmares, or quickly reacting to industry or popular trends, shoe-horning in a brand’s thoughts into every search.

The actual form of the ad? Essentially it’s just a “Golden Tweet” or “Timeless Tweet” that has all the same properties of a normal Tweet, plus “promoted” tag, that allows for interaction as normal and obeys all rules except for the chronology. Presumably this timelessness is how it will be inserted even in search queries from third-party applications.

One underreported function is that company’s appear to be able to promote Tweets they didn’t generate. In other words, a Tweet selected for promotion may be an incredibly positive review, for example. Consider industries such as healthcare, where slim official Tweeting by hospitals means meaningful Tweets are buried under a flood of job posts, etc.

Promoted Tweets is an interesting and unique development from Twitter, who before now has eschewed advertising and frequently stated they were interested in models that did not deviate from Twitter’s core functions (i.e. an integrated advertising design rather than interruptive such as banner ads). The success of Promoted Tweets and the other models coming in subsequent “phases” remains to be seen, but in my opinion appears promising.

-Dean (@dbrowell)

Mar
27

Your Brand & Business on Facebook: How Location Could Change the Future of Pages

by Feedback

Last week, Facebook teased out a few concepts and potential future policy changes, some of which were not even fully formed, in order to gauge reaction and presumably reduce public blowback whenever they do roll out. You can read the Facebook blog post by Facebook’s Deputy General Counsel (Michael Richter) here. Some of the changes were merely welcome tweaks, others far more significant tips of the hand for what’s coming.

There are some very big ideas, possibilities, and yes – alarm bells from a few of the announcements. Not the least of which was the possibility of sharing your data with select partners so when you leave Facebook, but visit a partner page that has Facebook integrated, that they could target ads to you. There’s a lot to chew on in that concept and if you can get past some of the more alarmist headlines you can try and see where they’re going with it. However, a single tip of the hand may signal how business owners and brand stewards may have their use of Pages dramatically changed in the future.

One of the more interesting nuggets came in a brief comment on Facebook’s location plans. Facebook has been open about exploring how geography intersects with the social graph and the possibility of creating their own check-in system or using existing ones such as Foursquare. Regardless of how they pull it off, the intention of the concept is becoming more clear, to the point of them admitting they’ve changed direction in how they would incorporate it:

The last time we updated the Privacy Policy, we included language describing a location feature we might build in the future. At that point, we thought the primary use would be to “add a location to something you post.” Now, we’ve got some different ideas that we think are even more exciting.

So, we’ve removed the old language and, instead added the concept of a “place” that could refer to a Page, such as one for a local restaurant. As we finalize the product, we look forward to providing more details, including new privacy controls.

Let’s explore that for a second and explain how that concept differs from what we currently see within Foursquare and Gowalla.

The assumption many (myself included) made when it came to Facebook getting into the check-in game was that its concern was purely focused on absorbing or controlling the user’s check-in habits and subsequently making this about user profiles (and possibly advertising interaction) and geographic location. One reason behind that is the relative slowness with which Facebook improves or changes the Facebook Pages experience – things just tend to happen first with the base user population, and then later features trickle to Pages.

But this statement signals something different entirely, suggesting that they have begun to think of check-in and Facebook’s role in it as a deliverer of nearby places. In other words, you are already a check-in fiend, what you really need is places to go, places nearby and places you may want to hear from later. Replace “places” with “Pages” and you begin to see what Facebook saw in their own system. Foursquare and Gowalla already connect with Facebook and therefore many users of those services already connect their location, even if they choose to not share it with friends, with the social network. What Facebook ostensibly realized was that with Pages they had an opportunity to leverage locations around a person. Set a Page as a single geographic location and suddenly you have markers on a map – virtual orange cones – that can be bumped into, seen nearby, “fanned” and whatnot.

What few have begun to ponder yet is how tying a single Facebook Page to a single location begins to radically change the foundation most businesses try to establish: Pages have typically been about Who and not Where. It’s easy to demonstrate, just think of the business with two offices – what location do you tie it to? Perhaps they will allow multiple “places” for a single Page, but I would not bet on that right out of the gate. Moreover, that would mean the experience would be limiting and not as geographically relevant or hyper-local (or less about community).

Pulling back to 30,000 feet, the frank assessment of where we are now is this: a brand has a Page. Rarely do we see the need (and at this moment most would always advise against it) to fracture a business into multiple Pages for several reasons, not the least of which is having to fracture your fan base or reveal how few fans might only feel an attachment to one location. We’ve been playing a power in numbers game.

While we’re talking about specifics of adding geo-location to Facebook, all we are truly doing is following the path we could see laid out a year ago as location became the next frontier for the social footprint. We’ve been saying for two years now that the user experience is becoming more about niche, and the most granular niche you can uniquely occupy is your physical location. It doesn’t take much to see how sites like Google could incorporate Facebook Pages into Maps, allowing you to browse Page content or become a fan from a coffee shop next door. Or how any geographically categorized list of Facebook Pages essentially becomes the Yellow Pages phone book of a new generation.

This new thinking, that a Page is a Place, creates interesting opportunities but does shift how businesses currently use Facebook. It means we will further refine our audiences and our messages. It means we may have to think in terms of general brand and specific location, building out new Pages for each location as necessary (and smart brands might want to start doing that sooner rather than later), building Pages for trade shows, consolidating Pages on Service and Product in order to focus on Place and more…

It means discussions had on our Pages will become even more localized and pertinent, which is a good thing. But for all of the potential it will mean businesses will have to pay more attention to Facebook. The garden we tend to is about to become bigger.

-Dean (@dbrowell)

Mar
09

Radio Free Feedback

by Feedback

Radio Free Feedback is Born!

Radio Free Feedback is our musical experiment, featuring musician friends, up-and-comers we can help highlight, observed acts of musical lunacy and more. We will occasionally feature musicians in our offices as well as out on the road, sometimes themed and sometimes just jamming. If you’re interested in being featured or hanging out, contact us through the info at the bottom of the page or click here.

Radio Free Feedback 1: Featuring Dave Tinney!

Thanks to everyone who tuned in live and in-person! The recorded show is in full below, check out and fan our Facebook Page for video clips, photos and more:

-Dean (@dbrowell) on behalf of the Feedback crew, old and new

Feb
24

The Millennials & Technology: Don’t (Completely) Believe The Hype

by Feedback

This article, “‘Millennials’ an always on, texting generation” and it’s subsequent sub-headline, “Technology’s role is key distinction for those born after 1980, report finds”  is worth the read, if you’re cautious of the hype. This article, and a few recent ones like it from USAToday and others, is on the money, but just because Millennial’s think technology is their defining trait doesn’t make it exactly so.

Every generation might arguably exclaim that technology in some way defines them, especially in eras following massive booms in industrial progress (cars, planes, plastics, microchips). What we need to be careful of is stopping the introspection there (and to be fair, it’s the rest of this article, from , “It’s Not Just About Gadgets” onward that does better service). It’s how Millennials USE technology and how it affects their perceptions and behavior that truly defines the unique traits. It’s not as though other generations aren’t utilizing the same technology. (Arguably, “technology” shouldn’t be the unique trait of a generation at age 25 unless that kid was born in a vat and their parents weren’t.) I know 30 and 40-something executives that are as much a slave to their Blackberry and iPhone as any teen is to their texting phone.

Also, be careful to note they say the Millennial is anyone born after 1980- that’s a huge 30-year swath… I’d say 1980-2000 and be cautious enough to note that there are some radically different concepts of authenticity and privacy among those being brought up now vs. those 30 years old right now.

-Dean (@dbrowell)

Feb
16

Talk To The People First: How Apple, Google & Facebook Blew It

by Feedback

The last few weeks has not been kind to three of the world’s most innovative tech companies, but one could argue: you did it to yourself.

The big three in question, Apple, Google and Facebook, all had relatively good news to share (iPad, Buzz, and a new look for Home, respectively), reasons to be happy and new products and features. There was no Toyota-like tail to tuck between legs and no reason to think that by traipsing out in front of the crowd that there would be anything but cheers. That is, unless they had actually asked anyone outside their company ahead of time about what they were about to do. Maybe then they’d have a glimpse of the near-future.

Underestimating Your Undercut
The reception to Apple‘s iPad has oscillated between wide-eyed wonder and, “you’ve got to be kidding” with a dash of, “looks cool but I’m reasonably sure that’s for old men.” But this story is not about the iPad itself. In fact while you still get some mainstream media Twittering on the tablet, the real critique is going on about the Flash debate. Both onstage and off Apple has been sharpening its sword to go after the Adobe Flash issue, swearing by the constant crashes and closed system it presents, hoping to migrate the universe (or at least Apple-controlled space) toward a Flashless existence. However by trying to point at that pot the kettle can also be seen and the closed-system of Apple’s world, combined with their want to control everything has been on a different stage for all to see. It’s been the theater equivalent of the curtain opening too early and seeing the director strangling a dramaturge.

What has secrecy wrought?
In an era where people try and keep things tight-lipped, the iPad and Buzz were no real secret. We knew Apple and Google ether were or would drop something like these things at some point, but they obviously maintained a vice-like grip on details. Too bad, because once we got past the, “okay, that’s what we thought” stage, the internets converged on what was actually presented and pounced like a pack of wolves.

The death of the Beta Test?
And when Google reached a swollen, wounded hand up from the fray, what was so astonishing was that a company that should completely know better, that had usually teased out features to anyone who would have them via Labs for years, had been eaten completely by the crowd. How bad was it? A company like Google was having to make face-saving changes to Buzz before the ink had dried on their own press releases. There were performance problems, privacy flaws (serious ones) and more.

Look, when there’s even a reality show where the prize is to be a game tester (no matter how sad that concept is) there is at least a transparency now about the product development process that can and should include some amount of user beating before things go to market. Again, it’s not like these products were secret to begin with.

Great News! We All Use Your Service & Know How Bad It Performs
Which brings us to Facebook. Seriously. By now you should know better than anyone. Never mind that they eased in their new look complete with some very bizarre choices (Video is hidden under photo? Huh?), what was happening under the hood was even more disturbing. Debuting before the Super Bowl meant that the News Feed issues that accompanied the big game could be masked by the high-volume of users (right?) – but when the News Feed problems persisted into the week after, we all smelled an issue. Worse still, it looks like Facebook has been trying to monkey with the problem by adding a strangely draconian solution, the, “oh by-the-way-we-haven’t-been-showing-you-your-friends” revelation that most of us have been limited to seeing only a fraction of our friends in the News Feed lately – and Facebook picked which friends. Meanwhile administrators have noticed that some Pages have gone unpublished and then suddenly published again and we have all witnessed strange slowdowns in updates, views and communications with other services. Really Facebook? I know you’re big now, but this is an awfully systemic bunch of bugs. You never gave us a FailWhale to look at, you just make us think you’re working right until we notice things aren’t updating. At least I know when to leave Twitter alone.

Honorable Mention
Speaking of Twitter, you’re on notice too for falling down so much. What is it, 2008 again? Please go make some revenue so we can have more dependable servers and can see “Old Posts” again.

Solution?
I can’t believe this is something we should have to tell some of the most respected (and social) companies in the world but: LISTEN. Roll it out, stress test it. Privacy test it. Don’t just let mock-ups speak for you, let your product roll around in some hands. In some of these cases we’re talking about some very obvious issues: philosophies of privacy, basic volume-handling, old arguments with renewed ammo. We know the excuses. “But it crashes Safari!” “But it’s exactly what we need!” “But we’re free so don’t complain!” Screamed with all the rigor of Gollum’s, “It burns usss!” We appreciate you’re not thrilled with our response, but don’t pat us on the head, just listen and change.

-Dean (@dbrowell)

Feb
05

New Facebook Design: Where In The World Is…?

by Feedback

By now a large portion of Facebook users are seeing the new homepage redesign as it is slowly rolled out to everyone.

While it is cleaner and makes more productive use of the top bar (at the same time making it thinner) it tucks and tweaks some features. I won’t go as far as to say things have been made hard to reach, but rather placed in some locations that we’re not quite used to. In at least one instance I’ll point out though, one feature has been peculiarly hidden.

Here’s the new bar:

Note the icons now near the Facebook logo representing Friend Requests, Messages, and Notifications. (Try and look past the fact that the “Messages” icon is more reminiscent of what most iconography uses for “chat” functions.) These icons bring your Friend Requests and Inbox interaction to closer parity with Notifications, where a drop-down gives you a preview of what’s waiting for you and a red-number indicator of new items.

At all times you can still get “Home” and to your profile with the righthand links.

Right, but where did my “Friends” go?

This is a harder question to answer. In some ways, finding friends and seeing lists is simple, living in the lefthand column like this:

But very quickly those of you who use Friends Lists may notice that from here you can’t get to that page where your friends were all lined up next to your lists and you could easily edit who was in what lists, etc.

So, where is that page now? It’s accessible in the drop down on the upper right- under “Account.”

There you’ll find, “Edit Friends,” as well as all of your other preferences, settings, privacy options and more. Convenient that they are all grouped like that, but odd that I can do an awful lot with my friends as individuals and lists over on the left-hand except for access this one page.

Let’s look at that left-hand list again:

Some of these are redundant considering the same icons live in the top bar. But it looks like one big one is missing: where’s video?

Here it is:

It’s under… photos? This would be the most boneheaded navigation change in my opinion. As strange as the Apple/Mac reality that iTunes (a music program) plays video but iPhoto does not. Video needs its own icon. Period.

Strangely enough in this lefthand menu you can’t delete or move around every icon – only some of them. (I can get rid of Ads & Pages if I want, but not Games?)

All in all, most of the new changes make logical sense, but they’ll still take some getting used to.

-Dean (@dbrowell)