Jul
07

Layers of Place

by Feedback

Yes, it’s that important… run, do not walk to read this article over at ReadWriteWeb:

Foursquare Launches Location Layers

Some of you may remember me crowing over augmented reality in the last year, and certainly everyone has heard my emphasis on the concept of place and location… as predicted, these are all converging and in some really remarkable (read: cool) ways.  Take a look.

-Dean (@dbrowell)

Jun
24

Facebook & The Search For Meaning / Meaning for Search

by Feedback

A must-read article, “Facebook Unleashes Open Graph Search Engine, Declares War On Google” from AllFacebook.com shows how the search worm is turning inside of Facebook, with the importance of “Like” rising as a key variable in search — at least inside of Facebook. This is dreadfully important as a concept.

This very change, as small and undramatic as it has been incorporated, provides a fantastic look into the future of search and the contextual web. Consider how the open display of credibility and validation will change how we find information. We already see the results of that, in theory, in how search already plays out. We assume that the relevance determined by the wizard behind the Google curtain with every click of a “search” button.

Is there an assumed trust that all of those people who find this useful or like something are being sincere and are for real? Certainly, just as we assume when we search now that what appears first is truly relevant (paid ads aside – not that the first unpaid ad hasn’t ostensibly paid to be listed high via optimizing, etc.). AllFacebook.com wonders aloud about “like baiting” as well, but in some ways that still feels less nefarious than engineering a page that has no business showing up so high in a ranking to appear first, even if it actually has no relevance– a practice that happens every day in our typical search.

But then imagine how the actual display of the relevance, such as number of likes, incorporates the, “Is This Review Useful”-ization of the web. In some ways it’s fundementally taking the algorithm away from tinkerers and into the hands of motivated consumers — for good or ill. (And I’m not saying this is a good or bad thing, just fascinated that and how it’s happening.) Facebook wants to create a “social semantic search engine” that essentially runs off of the interactions of people as relevance fuel, not meta data tricks. This very urge and their platform and critical mass of interactions in which to try it means we will have a lot to chew on in the near future as the underpinnings of information display in search give way to new supports.

Google’s caching Tweets and displaying in some first searches. Facebook is listing by Like. Where will we be next year as sentiment creeps not just into our results, but into the algorithm itself?

-Dean (@dbrowell)

Jun
15

Fear & Social Media: The Problem With Place

by Feedback

First off: No unicorns.

The analogy of a unicorn is one I’ve been using for awhile. Even though my company specializes in social media, one of the very first things we try to impress on anyone we work with is to stop treating it like it’s so special. So unique. So weirdly fantastic. Because the more we romanticize it, the more unattainable and unusual it feels. The more we trick ourselves into essentially not understanding it. It becomes this amazing unicorn, and while we stare at it up on the hill, we barely notice all of the unicorns standing at the bottom of the hill around us.

So many professionals have spent so much time fearing or idolizing social media that they’ve failed to notice how ubiquitous and “baked in” it has become. With all of the navel-gazing, they failed to realize that everyone else had incorporated social media into their daily lives, into every interaction. Perhaps it was never that separate for the average consumer to begin with. Suddenly surveys are splitting hairs about whether people “use” social media to make X or Y decisions without noticing that everyone’s using a form of social media for every decision—they just aren’t bothering to CALL it “social media.” Anymore than I say, “I am about to write my friend an electronic mail which I will thrust through the internets in order to communicate thoughts from afar!” The idea of social media is NOT new. Anymore than AOL messageboards or phone party lines are new.

Which brings us to place.

Currently there’s quite a lot of buzz over “check-in” applications such as Foursquare, PlacePop, SCVNGR, Gowalla and Hot Potato. People stumble a bit in sometimes claiming that this wave of geolocation is somehow the start of the trend, but it’s myopic to claim geolocation is in its infancy. It’s certainly not when you consider how long Google Maps, Google Reviews, Brightkite and Mapquest has been around. We have to be careful to not ignore the emphasis that GPS and place has had on search in the last ten years and only focus on the Foursquare vs Gowalla.

By treating geolocation as so special we bundle its effects into something to lift up or be scared of. We watch as institutions wonder aloud whether they should partake in it… as though the only way to partake was to dive completely in. I think there’s some low-hanging fruit that worth pointing out to both the managers struggling with what Foursquare is and the C-suite who may be unusually enamored or scared of it. It’s simply worth just taking the time to ensure that your college buildings, hospital, wellness centers, retail locations, etc. are just listed in these apps. With Foursquare in particular, someone has to add a location- they aren’t automatically there like in SCVNGR (which is pre-populated with Google Places data) or MyTown (which uses CityPages). Nevermind if you have the money or inclination to engage, do sponsored badges, etc. – but are you even listed so that someone could check in? Or perhaps listed incorrectly? Are you there and people are already talking about you? A good analogy is really the old use of the phone book. There’s buying into a Yellow Pages ad program, but there’s also just making sure you appear in it and appear correctly.

But if we treat geolocation as a unicorn, we miss the opportunity to simply be found. And when did we treat our address as so special?

The apps themselves are often more in tune with the shortcomings of locations than the locations themselves are. In our recent research on event tourism with the a music festival we found some interesting benefits and problems with Bonnaroo’s official use of Foursquare (we’ll be elaborating a bit on the blog and  in a full-throated report soon, free to our clients) while other check-in apps didn’t even have a single central location to check-in at.

PlacePop worked diligently to try and add one when we spoke to them, and kudos for them for taking the effort and responding to Feedback’s open worry, but what would have simply helped was for the institution of a massive music festival that becomes Tennessee’s fourth-largest city in a weekend to have taken the initiative to simply have their address in the phone-book that is the top 5-10 apps.

There’s much more, from ensuring our photos and videos are properly associated with place and more… The concept of place is so much bigger than just check-ins. It’s someone needing something and asking a search engine of any sort, be it the augmented reality view of a camera phone held aloft to simply a Google Maps search from an iPhone. We’ve recently seen maternity wards being reviewed on apps like Yelp, traditionally the app of restaurants, for goodness sakes! How long before we realize the consumer isn’t waiting for the institution to get on board or not?

The overall issue of place is as old as the phone book. It’s as old as maps. It’s as old as grave markers of any sort. The check-in-app of old was simply the letter sent back home to tell family that we made it to the new land. Now I let select friends know I’ve landed with a click, or I can flip through the virtual catalog of places, opinions, ideas and opportunities, without having to write or interact myself, just to find a great place to eat, or raise a family, or hear some music.

So. Beware of unicorns.  :)

-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
19

Are you a Fan of “Like” on Facebook? Hope so.

by Feedback

UPDATE:

Facebook has gone live with the changes:

FanBGone

Another interesting addition is the way they visually break out how many of your friends (assuming you’re logged in) “like” the Page as opposed to the complete total. For example, five of my friends like the band The Whigs:

Whigs

This is consistent with the way Facebook uses peer endorsement in advertising options, showing who else is attending, or “likes” an event or Page for an ad that is viewed.

UPDATE #2:

Looks like the new changes are turning on and off at random for some users as they roll them out. Expect them live for everyone shortly.

ORIGINAL POST:

Just for the record, it is NOT a big deal for the average person that Facebook will be shelving the term Fan as a signifier of a person’s relationship to a business, institution, product, services, etc. through Pages on Facebook.

Is it a big deal for the Pages themselves and the entities behind them? Let’s just say it’s not a negative thing.

For those with fervent actual fans, it may feel like a bit of a step down in loyalty, but frankly those people will show you allegiance in other more tangible ways such as engagement and financial commitment. It may be that you take the issue into your own hands by creating exclusive clubs within (through Groups) or outside to help separate the super-fans.

But for most administrators of a Facebook Page the change will be a welcome one. It reduces the level of affinity needed to want more information from, or express endorsement of. They rightly have seen how easily and voluminously users have taken to “Like” on the most minute of posts, so to extend that on a more macro level makes sense. And Pages will benefit – watch for a surge in “Likers Formally Known As Fans” (or, “Subscribers” as you’ll notice Facebook sometimes uses in certain contexts) once it goes into action and the process becomes the norm.

We were joking with “Fans” on our Facebook Page about the levels of commitment Facebook might employ (“hearts” or “admit you’re non-commitally fond of”) and truly we’re just talking about semantics here. When you add in the upcoming changes that could impact Pages due to Facebook’s location plans, you’ll further appreciate a low barrier of psychological entry for “Likes” over “Fandom” when someone is just casually passing by your location (I won’t be a fan of something I don’t know much about, but I can “Like” what you’re about and want to check you out more later).

-Dean (@dbrowell)

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)

Apr
01

Another Day, Another Facebook Page Shakeup

by Feedback

Facebook is adding a side wrinkle to recent talk about Pages (such as the effect of location and possibly changing the “Fan” role that we’ve been blogging on lately) by adding an average-user created category of Pages called, “Community Pages.” Check out the AllFacebook.com story here for more. It’s just for general concepts and fuzzy categories rather than brands, and if it attracts attention it lives on without an administrator.

Wow- a page where you lose admin & publishing rights if it becomes popular? Um, no thanks!

This isn’t a total surprise and in some ways already exists with some of the rogue Pages on certain topics or issues (especially those that essentially used to just be Groups); but it is kind of strange that Facebook would build in a tripwire of popularity that strips control from the original admin. Don’t use these to flex ideas you’d like to retain, folks!

-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)