If it doesn’t Spread, it’s Dead

SpreadWant to learn why if you content doesn’t spread it’s dead, and how to make it spread? Read on.

You’ve heard me bang on before about spreadability vs reach. I arrogantly thought that I had come up with the concept, but I found out in the middle of last year that Henry Jenkins and Sam Ford had been using the phrase far longer than I had.

One of the things that Henry wrote about in 2009 that I was re-reading recently was the notion that If it Doesn’t Spread, it’s Dead. I’d advise you take 10 minutes today to read the article. Sam on the other hand has been writing about the difference between sticky media and spreadable media. You can see some of his slides on the subject in this presentation.

Spread me or I’ll die

Certainly Henry and Sam’s thinking is high level but what they are both saying when it comes down to the basics is that if whatever you produce isn’t spreadable, it is dead. You might succeed in getting something to stick with one person, but if they don’t spread it… well.. it’s dead.

I can see a few levels of spreadability here, crossing both offline and online:

  1. An item needs to compel people to spread it in the first place (as Scott Stratten says, people spread awesome)
  2. An item should be simple, because complexity is hard to explain and spread
  3. An item should provide the words for mouth if it expects word of mouth – in other words, give us the words to use when we spread your product
  4. An item should have built-in one-click ways to spread it

So if we took a typical peice of digital content:

  1. It should be awesome. This spans from a Facebook photo that you are tagged in (awesome because it’s personal) to a video that makes you laugh (awesome because it’s very funny) to a blog post that speaks right into a situation you are in (awesome because it’s relevant)
  2. Simplicity for online content mostly means short and simple. But when people get offline, it seems our attention span increases, which is why we shower The King’s Speech and Black Swan with Oscars (both films, interestingly, with a simple premise)
  3. A photo by nature will warrant a description, but a video or blog post should have a title and a description that people repeat
  4. In built spreading means a blog post has a retweet or Facebook like. Facebook’s eco system enables one click posting of any media item to one’s newsfeed, Disqus auto posts comments to feeds, etc. (Unfortunately, Twitter still requires two clicks to share which I think is just plain idiotic)

I would say that each level trumps the level below – so whilst many people adorn their sites with share buttons, you can still see that they’ve only had 5 retweets of a particular blog post. Clearly the content wasn’t  compelling, and thus despite having those share buttons, it didn’t spread and now it’s dead.

Of course, I have hundreds of these blog posts, particularly the last 6 months, that just haven’t been shared because the content was not compelling enough.

Seth Godin in Purple Cow praises Hotmail’s use of the inbuilt email signature that was at the bottom of every Hotmail email account inviting others to sign up. They certainly hit level 4 and got millions upon millions of signups because of it. But this was only because the content itself – the email – was compelling and personal in the first place. I can imagine far fewer email accounts would’ve been created of the back of a SPAM email message – which is what people perceive Hotmail to have become.

Be Compelling

Thus your ultimate goal has creators of any media is to make it compelling – compelling because it’s personal, relevant, entertaining, inspiring, and so on. If you do, people will spread it. And if you add ways to make it spreadable, people will spread it more.

Your Leading Thoughts

Your thoughts as a leader are valuable and the driving force of this blog.

  1. Are you hitting those 4 levels with the media content that you are creating?
  2. If we took “compelling”, what are the different parts of that, i.e. personal, relevant, entertaining, etc?

The Key To Creating A Compelling Experience

Great praise and worship this morning!Branding used to be all about market differentiation. When I saw your logo, read your brand promise, and used your products, the idea was that I felt different about your offering than I about your competitors offering.

That’s the way it used to be.

Today, we switch on the TV, and it’s often a hard job remembering what goes with what. That car advert that was great, but was it Ford or Citroen? Look online and place two recruitment companies next to each other, and what’s the difference between them, other than the logo? Both promise me work, both claim to be specialists, and both offer me the same service.

Essentially, they are offering the same products and the same services with different wrappers.

As my friend Joe Pine says, the next economic offering is now experiences – a customised service that is so compelling, so unique, so distinct, that the customer cannot help be caught up in the experience of it. This is what consumers want (see the video about it here), because gone are the days of appealing to need, and here are the days of appealing to emotion.

This of course is all well and good but a tad unpractical, because ‘create an experience’ is not the most useful of instructions, not is is obvious what an experience is, not what the word even means for varying industries. It’s easy to know what an experience is in the realm of theme parks, but what about online shopping or publishing?

Creating An Alternate Reality

The key to creating experience is in creating an alternate reality.

The virtue of most experiences is that they are different to our normal life. Most memorable experiences were memorable because they were not regular events. It stands to reason then that if by engaging with you I experience something that is not the norm (in a good way, preferably), then I remember it – and the more compelling, innovative and relevant to me it is, the more of an experience I have.

The way that I do this is figure out what the norm is, or what “the world” is that most people are living in with the particular industry I’m focussing on. Then, I create a world where all the negatives of that don’t exist, or where the positives are accentuated. So, if I wanted to be controversial: “ScottGould.me is a world where blogs have deep discussion, in a world where most blogs have no discussion.”

More examples

  • Geek Squad: th:e alternate reality that they create is a world where any computer problem is no problem, in world where most computer problems are big problems.
  • iPod: the alternate reality that it creates is a world where music is anywhere you are, within three clicks, in a world where music is on a CD, in album, on a shelf.
  • Disney World: the alternate reality that it creates is a world where happiness is everywhere, in a world where happiness is not everywhere.
  • The River Dream Centre: the alternate reality that we create is a church that you feel at home at, in a world where most church services are alien to people.
  • Amazon Prime: the alternate reality that it creates is a world where you get any book in the world tomorrow, in a world where you have to wait.

Some of these are experiences that are reliant on you being at that juncture in space, time and matter, and others are not, which is why I added Amazon Prime in. We’ll get into this more in the coming weeks, but remember what we’ve already discussed about the best experiences often being the ones that you don’t experience directly, like the anticipation for a movie or Apple product release.

Next time you reasses your products and services, consider if you shouldn’t start standing out by customising them into an experience that creates an alternate reality.

Your Leading  Thoughts

  • You might well already create alternate experience realities. I’d like to know what they are…
  • How do you think this translates into social media and mobile technology?

Video: What Do Consumers Really Want?

httpv://www.youtube.com/watch?v=2RD0OZCyJCk

If you can’t see the above video, click here, or watch it directly on YouTube.

Today I’m sharing a video that changed my life. I watched this in February 2009 when on a weekend break in Cornwall, and as I saw Joe Pine’s TED Talk on The Experience Economy, it resonated deeply within me because it explained what I had spent all my working life doing: staging powerful, compelling experiences.

Shortly after, I purchased the book and read it when I took a group of interns to Romania for a week in April 2009 (whenever I read it now, I think of Romania in an instant.) A few months later when researching Joe a little more, I saw he was on LinkedIn and I sent him a thank you message for how it had changed my life and my business. Joe responded, and from there we kept in touch. I was fortunate enough to meet Joe in December 2009, and Joe was very helpful with hooking me up with Teemu Arina, who spoke at Like Minds in Helsinki. Such is the power of Social Media! (BTW Joe is now on Twitter.)

My Takeways

I could and have spent a lot of time talking about what I learned from this video, but my main takeaways are:

  1. Good and Services are commoditised. They are everywhere. If you want to be unique and remarkable, you need to offer an Experience.
  2. An Experience is a customised Service. This provides the starting point to start staging Experiences.
  3. Staging Experiences doesn’t make them inauthentic. In fact I say that the more you prepare for people is the more that you actually value them and care about the experience that they’ll have. Case in point: Like Minds is highly prepared to deliver a compelling experience to every participant – because I care about people learning and connecting.
  4. Authenticity is two things: being true to yourself, and then being true to what you say you are. I wonder how many businesses fail on BOTH!
  5. Whatever the level of Authenticity of your offerings, whether Fake-Fake or Real-Real, you can embrace it and make it work.

Joe has co-authored two books with James Gilmore that combine the thinking in this video. I would highly recommend that you purchase both Experience Economy and Authenticity (affiliate links), because they have given me an incredible way to understand economic value and the levels of economic offering. If you like anything about what I do, most of it has some root in these two books – either because I learned it there, or have found that I was already doing it but it was described there.

Your Leading Thoughts

  • Do you offer Experiences? Or rather, what Services do you offer that you could customise into Experiences?
  • Where does your business lie on the Authentic Matrix?

First, Make Everyone Feel Special: Social Media Ethics 101

I’m struggling to pick what to write about after the incredible weekend I’ve had with those of you at Like Minds. There’s so much to say – not about me – but about the mix of people from all over the world who attended both physically and virtual, both on the day and in the weeks leading up, who made this gathering of like mind what it was and is.

My aim with event planning Like Minds was to not make as much of a conference as it was an experience. It’s something I’ve been doing and talking about for a while, and out of all the incredible remarks people have made about Like Minds (thank you all, so much, by the way), I was thrilled by how many kept echoing my sentiment and agreeing that it was an experience.

Make People Feel Special

Chris Brogan said both on Friday and his blog post on Saturday that Social Media is about making people feel special. I’m so glad he did that. Like I said above, I’ve been hammering on and on (and getting criticised) about experience – but perhaps now that Chris has spoken people will wake up and listen.

I feel silly as I write this because I feel like I’m performing some kind of rank-pulling by using the big names (and while I’m at it, John Bell also agreed) – but I have to get this out and into the community.

If anyone wants to know the secret to our success with Like Minds, I can tell you it in one word: experience.

Experience is what separates the everyday from every day – a compelling experience separates what is so remarkable that you use it every day from the things that are common and just plain everyday.

What Was Said, and What Was Felt

People forget 90% of what was said by the time they reach the door. This knocks all of the arrogance out of you because you realise that saying profound things isn’t as important – or memorable – as making people feel profound.

I think that many things are an experience waiting to happen – they just need to stop making people listen more than people can, and make them feel things instead.

UPDATE: I should’ve said that Like Minds Alumni Vanessa Warwick wrote the same words before I did here.

Photo with many, many thanks to the dedicated Paul Clarke

The Good, The Bad, And The Boring

httpv://www.youtube.com/watch?v=xCpViu8kY3o

If you can’t see the above video, click here.

Compelling is not synonymous with what is good. My favourite book, the Bible, records some pretty bad stuff. Bad, but compelling. In business we want to create good experiences. Actually, scratch that – we want to create great experiences. But the reality is that in life, it is often the most distressing bad experiences that compel you the most. Continue reading

The Basics Of Expectation Management

Yesterday we went through The Pyramid Of Expectation, and understanding how providing compelling experiences (or failing and providing awful ones) is based on your ability to meet expectations. In actual fact, we discussed that it’s no longer enough to meet customer’s expectations (this is merely customer satisfaction), you have to move into the arena of exceeding expectations (which is customer surprise.)

Today I’m going to layout how to go beyond even exceeding expectations and begin to get into the realm of managing expectations. This is ultimately your ability to control what people expect from you – and controlling those expectations means you are able to exceed them every time.

Pyramid of ExpectationSo first, to refresh your memory and provide a frame of reference, here’s the diagram from yesterday. When it comes to managing expectations, we can do it on all these levels, as we went through. If you under promise and over deliver, you will give customer surprise. It’s a hack job, but you’ll do it. What we need, though, is something more than this, and something which has more sustainability and long term strategy – and we find it is in customer suspense where expectation management really flourishes. Continue reading

The Pyramid Of Expectation

Pyramid of Expectation

So, I made a bit of a mistake yesterday. I wrote a 3,000 word essay on suspense and brand mystery, rolling in far too many case studies, and providing way more content in one post than I’ve said in past times that one should!

I’m going to, instead, start right at the beginning with a basic overview of expectations. One of the central pillars of a compelling experience is that it exceeds expectations. People are pleased, but not really moved, when their expectations are met. If you don’t meet expectations, then you disappoint people and provide a bad experience. But people are really thrilled and motivated to tell others when they’ve had an experience that exceeded their expectations. Continue reading

2010: Make Sense, Or Die

Everyone’s giving their predictions for 2010. Here’s mine: Make Sense Or Die.

There’s too much content, both online and offline, for everyone to cohabit – meaning those that lack clarity will, by the end of 2010, die. Furthermore those who aren’t making sense probably don’t have much money left to continue not making any sense, so unless they start making sense, they too will die.

This isn’t just bloggers. This is everyone in the industry of Social Media, Social Business, and whatever else you can put ‘Social’ in front of. The BS wears off this year, because likeminded people who know what they are doing are getting together – and guess what – they have more than celebrity status to back their talk – they have their own actual case study proof.

There’s a gravestone out there with a whole bunch of websites and businesses names on it – and the only way to survive 2010 is to make sense.

Making it tangible, here’s the way I see it:

  • Make sense by providing frameworks, step-by-step actions, case studies and models, or die by producing rehashes of old posts, non-ordered calls to random actions, and posts with toe-deep analysis, while someone else makes the bold move to do the former.
  • Make sense by being real, having personality, and most of all, being vulnerable, or die by being arrogant, distant, and unhuman, while someone else makes the bold move and has the guts to do the former.
  • Make sense by showing us how you’ve walked your own talk, with case studies to prove it, or die by being too much of a celebrity or airhead to roll your sleeves up and work, while someone else makes the bold move to do, and profile how they are doing, the former.
  • Make sense by sharing content that cost you more than time to develop, or die by keeping it locked up while someone else makes this bold move.
  • Make sense by turning the microphone on other people and giving voice to their stories, or die by keeping it on yourself while someone else makes this bold move.
  • Make sense by making Social Media make sense to the bottom line and the early majority, or die while trying to be ‘just like so-and-so’ and becoming another cheap copy of an original, while someone else draws the actual paying attraction by doing the former.

Happy 2010. I’m ready to make sense. Are you?

The 6 Types Of Social Media Presences You’ll Meet In Heaven

For all the skepticism of ‘love’ and other such metaphysical language in the marketplace, it’s interesting to watch the TED Talks. In fact, it’s interesting to watch this TED Talk in particular by Rory Sutherland. Listen to the language – it’s about value, perception, resources, persuasion, emotion, compulsion, desire – all from the mouth of a highly respected advertising genius. In other words – the guy who gets paid millions to bring home the bacon for the brands, talks about emotion.

In actual fact, as you listen to these wonderful people appearing at TED, they continually reduce incredible things down to things of the heart. Emotion.

As I first stated yesterday, and refined with help from @Claire_Sloane , the successful social media practioner is a master of relationship before they are a master of ROI. Everyone who successfully uses social media is doing something different from the businesses that don’t get social media – they are aiming to add value, not aiming to sell stuff. We all recognise that business is about relationship – especially with small businesses – and social media is simply an enabler that magnifies and intensifies this. You can check out and use my framework that looks closer at this on the concept of lifting restrictions here. Continue reading

Uniting People Around A Platform

If you don’t know, in exactly one week I will be running the inaugural Like Minds conference, on the subject of ‘measuring social media.’ I’m going to skip over the back story (which you can read here), and instead get to the point: Like Minds is an example of uniting people around a platform. And I’m going to show you some of the concepts I’ve employed in doing so.

In 2003 I started an initiative in our church for young people called Feedback. In just under two years we went from nothing to 1,000 young people attending our events every month. Of course, what I didn’t say was that the first year was a failure in terms of numbers – bouncing around the 30 people mark for 11 months. It wasn’t until we ran a Hip Hop event that we broke through 100 people. What changed? We found something that people cared about, and we just provided the platform. In this case, we provided a hip hop competition, some DJing, and let the youth come. Up until then, it had just been a nice evening, but there was nothing compelling or spreadable about it.

The following months, we let bands from high school and college play at our events, and not only did the bands unite around the platform we provided, but the bands brought all their fans too. We found something that young people united around, and we just provided the platform. Over time, we nurtured the bands and helped a handful of them get signed to labels and go onto greater things. Seth Godin talks about this – this idea of platform - but in a stunning act of triumph, I can brag that I discovered this truth before he blogged about it. Go, me.

The other lesson I learnt from Feedback was to allow people to take ownership. Every Friday, we had 40 young people who came to help build the event, plan it, and do the work for it – and believe me, it was serious work. Because they were building Feedback, the brand became far more compelling and spread to their friends and family. When it came to our monthly event, it was these 40 who set the tone in the building. And that’s another important thing. When you have people uniting on the platform you have built, it is easy for the message to become skewed, so you must set the tone.

Over the years since then, I’ve learnt a lot about building communities – not from studying them, but from actually building them. I have built up tribes of young people, tribes of men and women, media groups and student groups – and even to this day I nurture an ever growing group of interns at Aaron+Gould (including the current office star, @tuckshot  ), where forward thinking individuals unite around the idea of growth, change and fresh thinking.

From my experience I have found that you must discover what unites people, and then provide the platform for them to do it. Seth, on the front cover of his book ‘Tribes‘, wrote “we need you to lead us.” It’s true. There are large groups of people who want to unite around a platform, but don’t have someone to impart vision, provide direction, and guide with conviction.

Let’s drop the nostalgia, head back to 2009, and we’ll find that Like Minds is the same model. Finding what people want to unite around – collaboration, innovation – and providing a platform.

What this takes perhaps more than anything else is leadership. But don’t quote me on that, I’m still finding out.