Friday, 28 December 2007

Facebook is making us crazy...

Christmas and New Year and the general festivities therein mean one very special thing to me - it is the time when everyone gets the hell out of our beloved capital and comes back to where they grew up. All the presents in the world could make up for seeing old friends and, let's face it, scores of acquantainces who knew us back when we still strived to be older and not younger.

Anyway, what was creepily strange this year was that everyone knew what everyone else was doing already. Facebook had got rid of the necessary yet dull start of every conversation between old friends, school chums and colleagues. There was no need to ask "how's the career/lovelife/house" of the guy who sat next to me on the school bus becuase each day I get a very handy little alert to tell me.

So, that should be fantastic - no more dull small talk and inane questions to get past in order to get to the really juicy bits of someone elses life. Should be brilliant and enable witty banter from the off. But it doesn't - it actually makes things harder and leaves anyone with particularly British sensibilities in a very difficult place.

For example, being fully aware that the person standing opposite you has just come out of a rather messy engagement fully broadcast on Facebook, complete with public wall postings of humiliation is great for the inner gossip in us all but, when confronted with said unfortunate individual, you clam up. Where do you start? You either avoid at all lengths anything vaguely to do with the matters of the heart and leave a gaping rather dirty white elephant in the conversation, fully aware that both members of the conversation know exactly what you're NOT saying... Or you mention the affair, as tactfully and carefully as you can, and in doing so come across as a rather sinister stalker who is watching this poor persons every move with great entertainment then find yourself promptly, and unsuprisingly, removed from their "friends" list the following day.

Worse still, is those people you'd rather never see ever again, know things about you that you'd really rather they didn't. Not always big dirty secrets as of course we keep them off our virtual profiles but just the humdrum facts that you can't escape. Half forgotten blasts from the past that you absent mindedly added to your list of friends have the upper hand in the game of "who's doing best". They know that your Porsche is more a Mazda, your mansion more a cottage and that as much as you know he's the one, your Brad is more a Barry. They know it all already and however happy you genuinely are with your life, not being able to tell the one person who made your life a misery then tiny white lie that you're obscenely successful and great is frankly, no fun.

The caveat, of course, is that it is just this very kind of person that also has a perfect profile filled with images of them skiing and partying and meeting famous people so the reverse is not applicable. They are painfully aware that you will of course have had a good look for the flaws on their own profiles and found absolutely none (I swear there are professional Facebook Butlers out there for this).

Polite society does not have rules for this kind of situation because polite society was never intended to let the rather one-way, voyeuristic, social past-time of gossiping to become a two way or even subjectively voluntary relationship...and that is precisely what Facebook has done. However, it's definitely not something that I shall be giving up for New Year because the annual awkward acquaintance brag off is definitely worth losing every once in a while. I'd rather have a Mazda anyway...

Thursday, 13 December 2007

Never mind the forums...

Forums are the smokers' staff room of the virtual world where everyone "is an arsehole" and everthing "is frankly shit". Launch a new site and within seconds you will have every man and his dog telling you exactly what is wrong with it and why you should simply give up and go work in your local supermarket. Of course, I recognise that in time forums become a fantastic arena in which to generate advice, but in the first 2 months after experiencing change forums seem to suffer from post-natale depression.

What it leaves you with is a bitter paradox. As truly forward thinking professionals, we need to be entering into the communications as soon as possible and reacting to the feedback. However, your first few weeks are, from what I can gather, bound by some law out of our control, to be a hellish torrent or demoralising negativity...much of which may be based in truth but which does nothing to move the audience nor the business forward.

The trick therefore seems to be to develop a 6th sense of when to start listening, when to pay lip-service and when to simply delete the posts and inform someone they need help...well, I have been tempted! However, the danger is never getting back into the habit of listening and conversing to your consumers. Maybe we simply have to accept that, like in any relationship, there's going to be a big old row but to keep the faith that once they've "let it all out", the storm will blow over.

Friday, 7 December 2007

Stick to what you know...

One of the biggest challenges that I face on a day to day basis is getting clarity and focus on what a website actually is. It's not just about deciding what it should be but about keeping a team on track to do that and only that.

The joy, and issue, with working in the online world is the ability to try so many different things, so quickly and relatively easily. Even specialising in one subject is not enough - the truly successful sites out there do one thing for one consumer group in one basic way and they do it bloody well. Being so single minded is tough and not always very fun, it requires real courage of conviction and belief and a team that all buy into one vision so that no matter how great the next idea is that comes along - you don't touch it unless it's 100% core to what you set out to do.

Getting this across to large teams can be tough - it requires time and patience and isn't always the easiest theory to explain nor what they might want to do. One of the arguments that comes back often is "what harm will it do if we do XXX as well"? I've often been at a loss to argue with that outlook...what harm could it do? My gut feel has always been "lots" but I have struggled to find the logic that supports that.

In the offline world, when you know what you want, let's say a new handbag, and are faced with a long row of shops you have never been into, you judge them on one thing - the shop window. You will walk down the street looking for a window filled with all sorts of handbags - not a clothes shop with one in the window, not a shoe shop that also does handbags, not a brand shop where you know they might do bags - but a handbag shop. Sounds dumb and obvious but it's true - you look for what a shop appears to be on the surface, a specialist in handbags will have lots of handbags in the window and nothing else. You might get it wrong and miss out on the shop that has the best bag at the lowest price in the back of the shop but to be honest, it's raining, you're tired and you're not about to go the hassle of dragging yourself in on the off chance so you pick the obvious shop window full of the one thing you want.

And so let it be with websites. The "harm" that adding extra non-core content and services does is that it takes away from what you are the expert in. The virtual shop window, the homepage, necessarily becomes cluttered with bits of everything you do instead of screaming at every visitor that you are, always have been, always be the true expert in your field. By sticking to what you set out to do and never swaying from that path you cannot help but convince the consumer you're the best.