Robert Paterson's Weblog

How can a choir become a Social Object?

This is a story about using "Story". The challenge was this. A small team of Alumni and from WDAV a Public Radio station in Charlotte NC had organized a tour for the Choir of the Cathedral from my old college at Oxford, Christ Church. We of course wanted full houses. We did  not have the money to do PR in the old way. How then could we use the web instead?

How could we make the choir into a "Social Object"?

This is how we pulled this off with the help of Tom King our wonderful web guru and ex chorister himself. 

The web is more than the tools and technology. We love stories about people. We love to have our say. We love to go behind the scenes. The community knows more than any expert. An engaged community can do far more than the hardest working individual. The web can unlock these forces. 

Using this context, we set out to use the web to tell a story and so engage a community. For we knew that more than 60 million people sing or have sung in a choir in America. Could we tap into this? Could they do the work?

At the outset we set the context. Before the tour began, we produced a deep background series on the Choir itself. Here is one of the videos about the choir. What was our history, who were the people and what was their life like. Here is an amazing interview with 2 choristers.  Here is a piece on the Choristers.

 

We did the same for the music. We have to care about that too before we hear it. Here is Christ Church rehearsing in Toronto with their Host Choir from Grace Church. 

We have to care also about the places. Every host had their own space too where we made it easy for their local community to know what would happen and how to get tickets. Here at Grace Church on the Hill in Toronto is how we supported every venue. 

By the time the choir boarded the plane, the world of the tour had been vividly drawn and a community of support had been brought to life. 

We then set up a process and the rules for how all those who were directly involved in the tour could tell their own story. Singers, radio stations, hosts, parents, friends and family took up their cameras and pens and covered every moment of the tour. We used facebook and people also sent Tom and I material that we put onto the site daily. Here we are in New York. The story unfolded like a Dickens book in daily chapters that were as novel to the author as to the reader. So all was fresh and exciting.

We got what we wanted - full houses and standing ovations all the way.

And as a result, we saw something new and unexpected. Firstly, we could see that the Cathedral is no longer bounded by its walls. We can implant the cathedral in the hearts of people. Secondly, we could see that we at the centre do not have to do all the work. We are no longer constrained by our own limited resources. With the right invitation, the community will do the work. 

We know now that the future of the choir is now tied into the web in this way. Is it not for you too?

The full web story is here.

"Healthy Foods" - We are being scammed - Multi Grain Cheerios?

A guest left behind a box of Multi Grained Cheerios this week. Robin called me over and asked me to taste one. This is a sugar cereal! I was surprised. The Multi Grain Cheerio is sweeter than the regular kind.

So I looked up what Cheerios said about them selves and then I looked up the irgredients. 

Note the claim - that you will lose weight eating whole grains. What is this claim based on? We know that refined grains are in effect sugar and are the principal cause of insulin resistance and weight gain.

Note the support from the American Heart Association. What are they doing here?

It gets worse when we look at the ingredients.

Note the first ingredient - Whole Grain CORN. Whole grain corn? What is that? Corn is pure starch and so sugar. Note the 3rd ingredient - SUGAR. Later Corn starch - More pure sugar. Then later Brown Sugar Syrup. 

No wonder my taste buds told me that this was a sugar cereal.

So what is going on here? Well I know one thing, well intentioned people who are trying to eat in a more healthy way are being taken for a ride. Not just by the manufacturer by by the AHA. I can see why the Cheerios folks are doing this but why the AHA?

This feel like "Lite" Cigarettes - another fake.

Please be careful

New York Times - Measuring the impact of Social Media on their content

via niemanlab.org

Better measurement is coming - I really liked this video that shows how the NYT is looking at how their content is shared.

It offers of course an "organic" perspective - reinforcing for me that new reality that is based on the model of nature rather than on the mechanics of a machine.

Already it is showing the importance of influence nodes - we see this is the spread of disease as well - the Typhoid Mary issue. Understanding this then enables us to understand where the systemic leverage comes from.

This I think takes us back to the math of Magic Numbers - a very few people count a lot. Their influence and how they get this is then central - that brings us back to the work of Klout.

We are getting there.

Attention - the new wealth - what it is & how to measure it

In the old economy that still lingers you could buy “Attention”. A large advertising budget could force you into the minds of others. But we are becoming numb to this assault. Increasingly we only trust people that we know. “Attention” is shifting from the Institution with the budget to the “Person” with personal reputation or “Clout”.

This transition from the Institution to the Personal is surely one of the most paradigm shifting aspects of the time we live in?

Here is the “Godfather” of the idea of the Attention Economy – Michael Goldhaber back in 1997 explaining this shift from Attention that you could buy to Attention that you could only Earn!

“.. money now flows along with attention, or, to put this in more general terms, when there is a transition between economies, the old kind of wealth easily flows to the holders of the new. Thus, when the market-based, proto-industrial economy first began to replace the feudal system of Western Europe, in which the prime form of wealth was aristocratic lineage and inheritance of land, both the noble titles and the lands that went with them soon ended up disproportionately in the hands of those who were good at obtaining what was then the new kind of wealth, namely money.

With considerable ease, the rising merchant and industrialist class could buy old titles, induce governments to grant them brand new ones, or marry into the old impoverished gentry. The parallel today, again, is that possessors of today’s rising kind of wealth, which is attention, and whom we label stars of every sort, have an easy time getting money.

But now let me point out that the other way round doesn’t work nearly as easily. Contrary to what you are sometimes urged to believe, money cannot reliably buy attention. Suppose it did work that way. Then you could have been paid to sit here and listen closely even if I were to read you something as boring as the phone book or an unabridged dictionary. Presumably it wouldn’t even matter if I kept repeating the same few syllables over and over. If money could reliably buy attention, all I would have to do is pay you the required amount and you would keep listening carefully through all that, not falling asleep en masse, nor allowing your minds to wander. In truth, even if you had been paid a huge sum, this would be most difficult, and if you did it, it would be a testament more to your own deep sense of principle than to a general condition in which another roomful of similar people could be expected to do equally well.

Someone who wants your attention just can’t rely on paying you money to get it, but has to do more, has to be interesting, that is must offer you illusory attention, in just about the same amounts as they would if you had instead been paying money to listen to them — which by the way is closer to the case here. Money flows to attention, and much less well does attention flow to money.”

Attention that people will trust – about an idea, a product, a service, a politician, will come from “Trusted” people in your life and in your network.

Defining and measuring Personal Clout will therefore be very important in the future.

That is why I wanted to speak to the CEO of Klout, Joe Fernandez who very kindly spent time with me on the phone yesterday talking about “Attention” what it is now – how it builds from Robin Dunbar’s research. We also touched on how today’s kids may be having their brains rewired to be able to use a much larger network than was possible face to face.

Here are some of the ideas that we batted around:

• It’s all about how you are as a person - Many newbies still think of Social Media as a big megaphone – they still shout out to the crowd – “look at me” aren’t I great!!!!” – But they most important aspect of the new world is what “Others say about you” and who those others are and how large your and their network is. To get their attention demands that you have something good to say and that you have also won their trust. This then is not easy environment. There can be no instant success.
• It’s all about how you are related in network terms – This is why Klout have set up their algorithms to measure True Reach or the value of your content -  Amplification Probability or how we you are related to the people in your network – how large and diverse is your network – do they find you interesting, safe, or a bore  - and Network Influence or do you influence people with influence. This makes a lot of sense to me. I think that Klout is trying to get a handle on the playing field. I also liked it that Joe kept reminding me that they are at the start of a voyage of discovery. That they may be ahead of others but know that there is so much to discover.
• The online world is likely larger than the personal world - Klout will fond out how much larger. The Dunbar numbers still operate in the personal world and for adults my age I think. But Joe made a case based on observation that he is seeing online Trusted Networks maxing out at about 500 (144 is the max Dunbar number) His own floats between 150 – 350 but he still relies on about 150. The really interesting point he made is that he is seeing a new world emerge with kids.
• Kids have a new social reality – they never lose a friend! – When I was a boy, we moved a lot. So at every move to a new place, a new school etc, I lost touch with 98% of the then friends. Over time they faded from memory. But now, a kid moves or changes school and stays in touch with most of  her friends. Even now as an adult, I am regaining touch with old friends long lost. Joe and I thought that decades of staying connected must have an effect on the wiring of the brain. After all print had that effect by making the left hand side more powerful. The brain is very plastic and can change very quickly as we see with say stroke victims. It is very likely that a child of 5 today who is a keen user of social media, will have a very different brain than I do when they are 25.

This new world is literally unfolding before us. Joe thinks that Klout now is about where Google was in 1997 – the key algorithms are in their infancy but are already able to tell us interesting things. Much more will be possible over time – especially when there is more data to observe.

But 2 things are clear to me – understanding how Clout works is core to the new economy. And that measuring Clout as Klout is doing is going to be very important.

Your reputation is your capital. You and not the institution will have the power.

via fastforwardblog.com

Travel Chaos - Twitter - Lessons for us all

Millions of travellers have been stuck this holiday season. The question is what can you as a traveler and what can you as a supplier do about this kind of event.?

The lesson taken from this Christmas is surely larger than travel but also applies to any bad event – such as Skype’s system failure. You can imagine what your equivalent might be in your organization.

I can see that part of the answer is to be found in social media. Here is how the NYT ran their version of the story today:

While the airlines’ reservation lines required hours of waiting — if people could get through at all — savvy travelers were able to book new reservations, get flight information and track lost luggage. And they could complain, too.

Since Monday, nine Delta Air Linesagents with special Twitter training have been rotating shifts to help travelers wired enough to know how to “dm,” or send a direct message. Many other airlines are doing the same as a way to help travelers cut through the confusion of a storm that has grounded thousands of flights this week.

But not all travelers, of course. People who could not send a Twitter message if their life depended on it found themselves with that familiar feeling that often comes with air travel — being left out of yet another inside track to get the best information.

For those in the digital fast lane, however, the online help was a godsend.

Danielle Heming spent five hours Wednesday waiting for a flight from Fort Myers, Fla., back home to New York. Finally, it was canceled.

Facing overwhelmed JetBlue ticketing agents, busy signals on the phone and the possibility that she might not get a seat until New Year’s Day, she remembered that a friend had rebooked her flight almost immediately by sending a Twitter message to the airline.

She got out her iPhone, did a few searches and sent a few messages. Within an hour, she had a seat on another airline and a refund from JetBlue.

“It was a much, much better way to deal with this situation,” said Ms. Heming, 30, a student at New York University. “It was just the perfect example of this crazy, fast-forward techno world.”

Although airlines reported a doubling or tripling of Twitter traffic during the latest storm, the number of travelers who use Twitter is still small. Only about 8 percent of people who go online use Twitter, said Lee Rainie, director of the Pew Internet and American Life Project, a nonprofit organization that studies the social impact of the Internet.

“This is still the domain of elite activist customers,” Mr. Rainie said.

Of course, an agent with a Twitter account cannot magically make a seat appear. More often than not, the agent’s role is to listen to people complain.

I recently posted about Trust and how important it is. Being silent is THE worst position. Even when you cannot offer a fix, offering an ear and the truth helps. Skype kept a running commentary about their problem and now that they have fixed it have shared the post mortem on their blog. Please look at the comments on the Skype Blog - a lesson for us all!

I had been critical of Air Canada until this Christmas - but even they have upped their efforts on Twitter to work with clients and to offer sympathy when they could not help.

They still do promotion as you can see but look at the other tweets – Air Canada are starting to get how this can help their Trust levels.

Now Twitter is still an elite tool for the elite. But all new things start this way. I am thinking of all those who were in the information dark looking over their shoulder at those who were in contact and can see that it will not take long for Twitter and Social media to become the normal for how we find our way around problems. Here is a brief summary of my own travel hell. Where I reach out on Twitter and my friends help me.

This illustrates for me the next phase of using social media to navigate crisis. Right now an airline or your organization can use social media to communicate from your own perspective. But what if you could harness, as I did, the collective wisdom of the network?

In my case I could not be sure of what the roads were like in the last 4 hours of a 13 hour trip. I asked my pals for their opinion and in minutes got enough “TRUSTED” advice to make the call to stop. My pals may have saved my life. So what if an airline could use its followers to help each other look at local weather – hotel rooms – alternative routes etc – even put each other up? What would it take to have a real community of customers? For if you did – they could do this.

Again this demands a new relationship with your customer. A customer is no longer a person out there but a node in here.  If you can build up trust with an inner group, you can partner with this group in all sorts of ways.

• Marketing
• Crisis Management
• Problem Solving

Let’s play with this in later posts.

 

Boingo - The Power of Strong Ties

What would it be like if your business had a sales, marketing and support force that was 1.3 million strong that you did not have to pay for? What if you could source this leverage with a tiny central force? Sounds impossible? Do you have any idea of how this could work?

Now that everyone is using Social Media – what I am seeing mainly are people who using the new tool in the old way – trying to shout above the noise – “Look at ME!” “Aren’t I cool!” “Aren’t we good!”. I am seeing a Dilbert approach – “Let’s have a Facebook site” “Let’s get on Twitter”.

Most do what most do when a new technology arrives – they apply it in the old way and so get nothing in response.

So what then is the power and leverage that you can harness by using social media well?

Boingo are on their way to finding out how to do this. Oh yes and I am one of the people that are part of this and oh yes I am not being paid and nor do I in any way work for them. I am living the theory.

So how might this work and so how might you do this too?

Boingo have a class of people that are deeply committed to the enterprise that Baochi calls her “Super fans”. They and why they are connected to Boingo and each other is the core of the leverage potential. We will meet 4 of them in this post who agreed enthusiastically to be interviewed by me. As you will see, these Super Fans are attracted first of all to Boingo by the obvious:

• The service – easy one stop access to Wifi in Airports and Hotels – is now no longer a nice to have for travellers but an essential
• The support for the service is outstanding – got a problem – you get instant personal help

But a great product is not enough. Nor is good service. What is the differentiator for Boingo is the human nature of the relationship that Boingo has with its customers. Most organizations do not allow their people to be human. Service people are often ciphers working from a script. Boingo have set up an environment where their key point of contact is a real person who is allowed to be herself.

She has a name and a face and we are all in awe and a bit in love with her. We all feel her presence watching over us. It is way more than getting her help when we can’t sign on. She watches out for us. Have a problem – A quick tweet. In minutes she is there. She is like the guy who runs the old corner store who holds your keys when you go away, keeps an eye on your kids in the street, helps you find a new roommate.

As Nuno Montegro, a customer in Portugal says – It is not what she says but how she says things that is the difference.

Nuno is like me, a customer who actively refers others to the service.

Most of Social media is all about Weak Ties – They are very useful but Weak Ties don’t get people to do much – or risk much – or commit much – that is why they are Weak – they are easy.

If you want to do something – Civil Rights in the US – you need Strong Ties. (Nice new piece by Malcolm Gladwell that explores Weak and Strong Ties in depth)

The key to attracting Strong Ties is being human. It is NOT PIMPING your product. It is instead to show that you really do care about ME. It is instead to show that you can indeed be trusted.

How do you show this? Nuno makes the point that every service and product fails at times. The key is to offer the best possible response to the inevitability of a problem. The best possible response is to know from experience that if there is a problem, you can reach a real person quickly and that they will go the distance to help you get it fixed. “I felt as if I was the only customer in the entire world when she was helping me” Bruno told me. I had the same experience.

Attracting Strong Ties is all about “Giving”.

Aaron Strout is the CMO at social media agency, Powered Inc. and is also Super Fan. “Boingo is proactive and they don’t expect a direct return – they are not selling all day – so if they want an inch, I go the mile back. It’s Karmic! I know if I have a problem that they will look after me. If people are good and do good, then good comes back. Not necessarily directly but good gets attracted back. We talk about a wide range of things that affect me not just the product – which is great too – have to have that – they listen.”

What Aaron is talking about here is a very old model for an economy that was the centre of all tribal economies – the Gift Economy. In the Gift Economy, the Big Guy is not the man who has the most stuff but the person who gives the most.

This is the power in networks – this is how Open Source Works too.

Cliff Bremmer is a programmer who works for a company called Carley Corporation that bids on government contracts to develop instructional CD base/computer based training for the US military.  ”In my spare time I help companies understand and navigate the social media spectrum in a professional yet interactive way.  The company I’m currently helping is the one my father works for called the Jamaica Pegasus Hotel“.

The Gift?

Not only is he a fan but in interacting with Boingo he has learned a lot about how to use SM media well. “If there is anything I’m proud of lately it’s that I helped the Pegasus Hotel promote their brand with the help and support of @Boingo and other companies to become one of the most popular brands in Jamaica.” Boingo is  not only helping him with his travel and Wifi but is talking with him and helping him help his dad in his business with advice and Tweet Up prizes such as free access and bag tags. The Gift in action!

He can see the flaws of how most use SM – “They are stuck in self promotion versus communication. I can see through it all – it’s all about them.”

In the Gift Economy that drives Trust and so Strong Ties, the starting point is YOU. In the non network economy the starting point is ME. No small difference!

Shelby Rogers is a flight attendant, a serving soldier (in the active reserve) and the wife of a serving soldier. Travel is her life. When she is not working, she travels. Access to Wifi has made her travel better – “I now know more than the Gate Agent does about my flights!” and it has taken away much of the loneliness that travel brings with it. Who has not been alone eating room service and watching TV in our room? “I can stay in touch with my husband on Skype and every city seems to have a friend in it.”

For Shelby, Boingo is a service that truly meets her needs. But it is how Boingo is connected to her that has transformed a pleased customer into a Super fan.

How often has your service provider taken you out to dinner? “We have even had dinner recently. I am now a walking billboard for Boingo with winking bag tags!”

So what does this mean? What are the lesson for both Boingo and for you?

• Baochi is no accident – the Boingo senior leadership have created the role and given it the space to enable someone who is naturally humane to be herself inside it. This new way of using Strong Ties to be the centre of a network is all about culture. In most cases senior leadership is too scared to let go. But if you do let go and create this safe place then the power of the network effect can be yours
• A really powerful network has to have an inner core bound by Strong Ties. This is where the leverage is. One staff person like Baochi can without too much trouble have close ties with 34 people. That gives her an outer network of 1.3 million. If she can handle the Dunbar limit of 144 that creates an opportunity of 400 million! You can see that with the right person, you can have a vast reach – provided you realize that your goal is not to have thousands of relationships but a few Strong Ones
• The secret is the math of social leverage. Many of you know about the “Dunbar Number”. Some of you know about “Magic numbers – the hierarchy of trust in human groups. If you don’t here is a quick primer.

So what now?

I think that the next stage would be this:

• At the moment all the Super Fans have a strong relationship with Baochi – I think that the best next step might be to find a way to connect them to each other
• At the  moment most of the dialogue is still about the obvious and excellent service that Boingo provides – I think that some of the work that the Super Fans could do might be to deepen the conversation – Shelby touched on this in her interview with me – What is it that being easily connected while travelling does? In her case it helped her deal with isolation and loneliness – it helped her do her job better – it kept her in touch with her husband – these are deep issues that I think connect all of us who travel a lot

As I think about networks, I think about the laws of physics. All systems have order and attractors. Some force is needed to keep systems coherent.

Think of the Sun in our own local system. It has mass that provides a gravity that holds all the planets and asteroids and stuff in a pattern. It has energy that creates life in the system. I think that any healthy human social system has to have gravity and light.

At the very centre is the “Right Space” a Trusted Space created by the leadership. In this Space, the Right Person – Right being a person who as part of her natural persona truly cares about others. Connected to her is the fuel and the mass that makes up the Sun – the Super Fans. The closer they are to the centre and the closer they are to each other – the more mass and the more energy. The more mass and energy, the larger and more healthy the network of Weak Ties that form up around the Sun.

What gets in the way is our fear about losing control.

At Disney the surface of the Brand Icon never changes but inside the mask is a person who changes all the time and so is never allowed to speak.

But in the new world we have to take off the costume and let the person inside have conversations with the public – HARD to do.

via fastforwardblog.com

Posted via email from Rob's posterous

U by Kotex* - Reality Check

U by Kotex* - Reality Check.

 See how Kotex have sent themselves up here - no going back to Twirling

CNN - What next after Dobbs?

Try this test - You are looking for a date. You look at the personals and you see people who state that they are:

• An NPR listener
• A Fox News Watcher

My bet is that you may not like one of these in principal or the other - but that even more than claims to beauty, youth, etc that these two labels tell you more about the person than any other data point. If you are either one of these yourself - you can be assured of compatibility - the pillow talk will work!

Now - here is the CNN bit. Imagine that the personal ad said this:

• CNN Watcher?

What would that tell you? Maybe that they are a news junkie? But I don't think it tells me much about who they are.

I think that this is a serious problem for CNN. Lou Dobss leaving is in this context a huge opportunity.

My fear is that CNN was looking at tow tracks that take them to oblivion:

• Entertainment Tonight
• Fox

Dobbs was a bit of both of these tracks.

They take CNN to oblivion because Fox owns its place and its people and the ET audience will not pay the bills.

Where can CNN go? Who can be its tribe?

I think that there is a a Tribe out there that is under served. It is the old CBS News tribe. The Murrow POV - I think that this is what Ted Turner had in the early years. You could have the world explained to you by the very best journalists on the ground. On the ground in the US and in the world at large.

NPR has a chunk of this Tribe but there are many who feel that NPR is too far to the left of them. NPR may dispute this but the reality is that many feel this to be true so it is. There is a tribe that don't want Fox and they Don't want all of NPR.

In the US it is not a huge mass market - but it is a market that is worth a lot.

The mass market is outside of the US and it is up for grabs and it ties into a more defined market in the US.

Billions in the world outside of the US know the brand of CNN. Most of these people have no local news that they can trust. Most have a cell phone now.

There is a potentially a huge audience for quality local/global news globally - CNN has the brand and the infrastructure to capture this. They used to have this in the old terms of reference - if you wanted to get your message out you used CNN. CNN could get all the great "Gets".

The real deal is a global link up between decision makers and people who care.

The US Real News market is at least as big as NPR's audience - over 30 million - and there must be a billion or so outside the US.

The mass market in the US - where CNN has been focused is a death trap. It's all Balloon Boy all the way!

Am I smoking dope?

Update - Just in John King will take over the slot - 

Mr. Klein added, according to an employee who transcribed the call, “Having made a statement that we’re all about nonpartisan journalism and outstanding journalism, we have to live up to that. We have got the hardest mission.”

Mr. King will remain the anchor of “State of the Union” until early in 2010. CNN did not identify a replacement for him.

Only 10 months ago, CNN rebuilt its Sunday morning schedule around Mr. King, giving him four hours for interviews and debates. The channel’s media criticism show “Reliable Sources,” hosted by The Washington Post’s Howard Kurtz, is now shown within “State of the Union.”

In a clear contrast to the outspoken Mr. Dobbs, Mr. King, a former Associated Press writer, is known for his straightforward style. CNN called the forthcoming 7 p.m. program “a definitive political hour that goes well beyond the surface of the day’s top stories to provide in-depth analysis and context to key political movements in Washington and across the nation.” CNN’s chief competitors at that hour are Fox News Channel’s Shepard Smith, a news anchor, and a political commentator, Chris Matthews, on MSNBC.

“John embodies what we are striving for at CNN -– he is steadfast in his objective and nonpartisan political reporting and has the passion for chasing down stories that really matter to Americans,” Mr. Klein said in an e-mail message to staff members.

In a statement, Mr. King said, “There is a lot of noise and conflict in our political discourse, which is fun to cover, but I’m convinced from my travels that people also thirst for more details as well as insight and context. I’m looking forward to combining those conversations with top newsmakers, smart reporting and expert analysis.”

Light Relief - Beware of the Doghouse!

Now this is

1. Really funny
2. True - that is why it is funny
3. Really clever - there is a kicker here - can you spot it?

Your worst Nightmare - Advertising that you have never seen before

I thought I had seen everything - but no - this is the most humiliating experience that I have ever seen - it's also a brilliant ad - you will never forget this