Social web & social media, consultancy, training and advice from a flâneur of the internets. Blogger, writer, broadcaster and runner of Birmingham: It's Not Shit. I also do the odd bit of art.
May 3rd, 2011

Excellent Engagement

Content, interaction, community—that’s what your social media profile is all about. It’s a message that seems to have hit most brands, and organisations right down to the smallest. But from what I’m seeing a lot of at the moment, there are a lot of people finding it hard to think about what to do once they get there.

There’s an episode of the Simpsons (Season Two, Episode 22), stay with me, where Mr Burns would like to be nice to Homer—but he knows nothing about him (nor really cares) so falls on the most bland of engagement:

“Hey there Mr….d’uh….Brown Shoes! How ’bout that local sports team eh?”

(Oddly for a great Simpson’s quote the video doesn’t seem to be on YouTube anywhere, but there is an audio clip here.)

Does that remind you of anything? Here’s a collection of Tweets reminding me of it that I collected on Friday:

It’s not exclusive to Twitter, nor the Royal Wedding: check out any number of Facebook fan pages or any social platform on a Friday lunchtime to see loads of “Hey guys, what are you doing this weekend. Let us know!” type-posts. They’re a close cousin of the way blogs starting up will often end their debut post with a plaintive cry of “what would you like to see?”

It is no doubt amusing to watch them all come in (and to watch the meme or cliche spread), but there’s something deeper I think—and some lessons to learn.

I think it sometimes happens because people are following what the mainstream media started to do a few years ago (‘have your say’). “Let us know!” became their coda to all stories, because they were getting to grips with the idea that people could converse and create en masse without their involvement. They were trying to channel this new thing called UCG through them so they could continue to act as gatekeepers, or perhaps they were genuinely excited by all of those pictures of snow. The TV programmes and the newspapers (and to an extent their associated online spaces) were offering an audience, much like Tony Hart in his gallery, and still do—hence the potential motivation for sharing your content through them.

Most brand social web channels don’t have such a huge audience, or if they have a big one it’s often very tightly around a subject—big wide and generic questions aren’t going to engage that audience. Your dry cleaners, or a skincare brand, aren’t the first place you think of to tell your plans for a Bank Holiday.

Possibly it also comes from a desire to “get into the conversation”, to make a brand seem like it’s one of your mates. Might work, if you’re trying to create a very small community round your social web space—if you’re usually about answering questions and sending out news, isn’t it a little odd? What are your other followers going to do with the information if you get it and and then you spread it?

Most of all, people probably do it because they see others doing the same. That’s one way to learn, but you need to think more deeply about whether any techniques apply to your situation—what they might achieve and how they might look. In essence if you’re attempting to engage around your brand then things closely related, or of direct relevance are going to hold more weight.

As a bonus here’s Mr Burn’s classic funk track ‘Look at all those idiots‘, including wailing guitar from Waylon Smithers. What’s your favourite Simpsons as metaphor for social web engagement story? Let us know!

January 19th, 2011

Is Twitter about to do a mass reclaim of unused accounts?

We've missed you on Twitter! - jonbounds@gmail.com - Gmail

It’s easy to sign up for a Twitter account, all you need is an email address. It used to be even easier, they weren’t even verified. I have, I estimate, about a hundred—lots used but others created for short-term projects or jokes. Some, in truth, in the same way as you register a domain name—idea half-formed but name assured.

That it was so, lead to a lot of great Twitter names claimed but unused and unloved. (@fry posted to about once very 6 months, @cat about the same)

Unless it violates a trademark, there’s no real mechanism for getting one freed up either.

Twitter has about the same sign-up to action ratio as most social web sites, but unlike Facebook for example your username, its uniqueness, its readability, matters. And those are getting used up too cheaply.

So, the first stage I think—the “where are you” email above, which I ‘ve just received. A shot that says ‘we did warn you’, when six months later—if you don’t log in— the account is closed and the name freed

How do I tell them that directing Twitpantos is a very, erm, seasonal activity?

If you’ve an account that you value, I’d take time to post every so often.

Is Twitter about to do a mass reclaim of unused accounts?

by Jon Bounds | Posted in twitter | Tags: ,
December 2nd, 2010

Sentiment Analysis of a Football Match

(click through for big)

Last night I turned my sentiment analysis tool on two hashtags: #bcfc and #avfc, the most widely used tags to refer to Birmingham City and Aston Villa during their League Cup quarter final game. It was a chance to see if visualising to ‘competing’ tags around the same event would be a useful exercise.

Caveats that would apply to this:

  • Some people use the tags instead of team names, meaning that they might be used by people supporting the other team (or no team at all)—most fans, though seem to tag with just the hashtag representing their team.
  • Some tweeters use both—these tweets could be removed technically, but make no difference to the comparative scores.
  • If there’s a subject that uses more slang or metaphor than football, it’s not often discussed on Twitter.

There was a generally a downward trend throughout the match, tension? Bad football? It could have been both. The first two goals seemed to have a much bigger impact than the third—this I don’t quite understand, but it seems to be more about the tweets themselves than the tool.

I could see how a special subject-set of emotion words could be created for football, which could cope with more nuanced or unusual words. It’s something to consider.

The sentiment scores in a Google spreadsheet, csv files: #avfc tweets (657 of which were during the game), #bcfc tweets (370 during).

The obligatory Wordle:

September 29th, 2010

Is Birmingham Happy?

I’ve been running a, very rough, scrape of the Birmingham (UK) based interweb for ‘emotional wellbeing’ since April of 2008. Simply put a script running twice a day read in Tweets, news headlines and (originally) blog posts and compared the words within them to a table I’d drawn up of ‘emotion’ words and fairly arbitrary scores.

It was surprisingly interesting to watch: despite its roughness, the internal consistency let patterns emerge. It broadly followed weather and sports results, with some peaks and dips you could map to specific happenings, or news stories.

graph of emotion scores

It lead to a spin off focussing on Tweets from MPs, which I think influenced some of the developments that Tweetminster produced in the next year or so.

It was the patterns that lead me to keep putting off improving the algorithm, but recent Twitter API developments meant I had to do some work anyway and that (together with another project, of which more soon) gave me the impetus to give the project an overhaul. And here’s how it works now…

Twitter’s geolocation services are now much improved, so I can specify a point (the centre of Victoria Square in Birmingham) and a radius (10 miles) and get a reasonably accurate dump of Tweet data back—the algorithm calls for the most recent 1000.

Twitter is now the sole focus of data, in keeping with the ‘conversational pychogeography‘ aims of the project (in essence, words used without too much pre-meditation are more interesting than those written purely for publication). It also provides much more and more reactive data.

The words contained within these tweets are then compared to data from the University of Florida (The Affective Norms for English Words - PDF link). Within that data set each word covered (there are around a thousand in the set I’ve using) is given a score for Valence (sad to happy on a scale 0-10), Arousal (asleep to awake on a scale of 0-10) and Dominance (feeling lack of control to feeling in control  on a scale of 0-10). The scores are then collated and a mean calculated. The overall emotional wellbeing score here is calculated as a mean of the three individual means, although the scores are revealed individually on the site.

I’m unsure if combining the results in this way is the best, which is why the site reveals the working — the Twitter feed just goes with one value for ease of understanding and adds a rating adjective too:

if ($brumemotion<100){$rating="fantastic";}
if ($brumemotion<90){$rating="superb";}
if ($brumemotion<80){$rating="good";}
if ($brumemotion<70){$rating="okay";}
if ($brumemotion<60){$rating="average";}
if ($brumemotion<50){$rating="quiet";}
if ($brumemotion<40){$rating="subdued";}
if ($brumemotion<30){$rating="low";}
if ($brumemotion<20){$rating="dreadful";}
if ($brumemotion<10){$rating="awful";}

The Twitter feed produces results twice a day, and these scores are being saved to visualise more graphically, but the website updates every ten seconds (and will self-refresh if you stay on the site) and also displays a word cloud of the currently found ‘emotion words’:

is Brum happy right now?

Thoughts on further development

I’ve been experimenting with more local results (here is a version running on just one Birmingham post code — B13) as well as live graphing. I also have a version that will analyse results for a hashtag—something we may use in conjunction with the Civico player to produce ‘wormals’ (graphs of sentiment) during conferences.

But for now, I’m happy to let the new algorithm bed in—wondering about the amount of data and frequency that will be required to see the most detail—and to see what patterns we can spot.

Feedback welcome. Go see for yourself or follow on Twitter.

September 24th, 2010

Loose Tweets Sink Fleets

WWIII Propaganda: Loose Tweets Sink Fleets

…or otherwise carefully crafted communications anyway.

If you’re newish to Twitter and attempting to communicate with people to achieve anything more than a way to update friends or follow people you like you might want to print this out and stick it close to your monitor.

This stuff doesn’t seem to be explained clearly enough by Twitter or people who are encouraging its use, based on the number of people I see trying to reach an audience and scuppering themselves a bit by making these mistakes:

Think Before You Tweet: People can’t DM you if you’re not following them. A tweet starting with a @username can only be seen by those following both of you. You can’t guess a username, a typo or no space after breaks them.

Once you remember, pass it on.

by Jon Bounds | Posted in good practice, twitter | Tags: , ,
September 21st, 2010

Mind Your Language

We’re all aware, or should be, of the power of language. It’s one of the central ideas of 1984, that you can direct or restrict thought by what words you use for real concepts.

If that doesn’t convince you—it’s fiction, right—here’s a real-life example of how language alters perceptions. This is a list of language changes compiled by the Institute for Government after consultation with members of the Conservative Shadow Cabinet and advisers. It shows changes in words and you can perceive shifts in policy. Some mean exactly the same thing, and within the organisations where this sort of language is in use everyone knows what they mean—but they’re designed to feel different and direct thought.

IN

OUT

Delivery/roll-out

Implementation

Investment

Spending

Demand side

Supply side

Top-down

Bottom-up

Target

Payment-by-results

Regional

Local

State

Society

Strategy

Business Plan

Evidence based

Principles based

Partnership agreements

Post-bureaucratic state

Stakeholder

Social Responsibility

Active centre

Departments

I’m not about to rant against jargon (I’m not a fan, but industry shorthand is almost inevitable) nor am I about to suggest that most people do this sort of thing consciously. This is just to illustrate the power of word choice in communications.

Now read this:

#localgov types really should follow @johnbarradell, B&H CEX and all-round good guy. #followThursday #Brighton

B&H CEX? I worked it out, but it took a while. A while I could have spent following the guy.

It's the private view for our Visual Communications MA students, and others, tomorrow. 6PM at BIAD Gosta Green campus, nr. Aston Uni.

So it reads like an invitation, but it’s to something ‘private’? Huh? Can I go?

I’ve worked out over a few years that “private view” means two things: if a show is big and important it means “no entry unless you’re invited”, if a show is small or not that well known it means “please come, there’ll be free wine and nibbles”. It’s developed as art-jargon for some reason, and people who know know and those that don’t don’t. But it does put off people who might otherwise have liked to have attended—and the smaller shows could do with that, in fact they want it.

So, just a reminder to think about the words you use if you’re trying to communicate—strip jargon and abbreviations where you can.

by Jon Bounds | Posted in good practice, twitter | Tags:
August 24th, 2010

The future of publishing

If there’s one thing that fills the web more than cat pictures it’s ruminations on the state, past or future of newspapers and magazines. The truth is old models are failing and no-one really knows. Rupert Murdoch is trying paywalls, which is a possibility for publications with existing audiences and strong brands, but what can a start-up publication do?

In my own small way I’m experimenting — this week sees the launch of a—yes—paper-based magazine that Danny Smith and I have been working on for the best part of six months. This is what it looks like:

Pile of Dirty Bristow magazines

Things we’ve worked out so far:

  • Print is really expensive at small scale, but it’s still much easier to get people excited to work for and to sell than web content.
  • Brand is all important: we’ve gone for wilfully obtuse and arty—we think that’s a sector we can sell to.
  • A clean break between web and print means that you need to create lots of reasons for, and a fair amount of, ‘related but not similar’ content. Content that reaches the same audience, but isn’t seen as either a free or a second-rate version of what you’re asking payment for in print.
  • A new thing needs its networks—we’ve tried to make sure that everyone that can feel ownership of the magazine finds it easy to talk about and share stuff about it with their networks.
  • If you’ve got a brand, related events can make a fair bit of money—but they’re an additional risk. We’re operating at small scale, but publishers have tried this — Wrox Press when I worked for it’s web design offshoot was trying to maximise return on brand by conferences, it didn’t bring in enough money to save the company. It seems easier, however, to sell a specific happening via the social web than it does an ongoing concept.
  • No-one’s going to pay to get past the paywall on a Twitter account—well only about ten people in my experience.

As well as being exhausting and a great hobby, there’s been a fair few opportunities to try out different promotional web-tricks that I’m going to use again. Issue two shouldn’t take so long.

August 9th, 2010

Lost and Found

Meet Scabbycat. He pitched up in our front yard last week sometime.

Found in Billesley Lane/Springfield Road area. Border of B13 (Moseley) and B14 (Kings Heath)

He’s okay, bit neglected looking — but doesn’t have plans to leave, so we’re looking after him as best we can. He can’t come to live in our house as he might have something that our cats could catch, but we’ve got him some shelter and are feeding him. The vet’s has confirmed that he’s not microchipped (so we can’t find his owner), and is reasonably healthy, but there’s nowhere for him to go for a few weeks — none of the cats homes or sanctuaries we’ve contacted have a space.

We’ve tried tweeting and blogging about him, but the chance of connecting to his owners is only improved if they are good at searching the social web.

There is, if you Google, a ‘National Missing Pets Register’ website. It’s nothing official, rather a altruistic effort by a web designer called Steve Dawson — but it has some sort of traction, and visibility is all in this instance. There aren’t a great deal of lost/found notices on there, but it’s the main site certainly.

The site notes that developments are still ongoing — search on the site would be an easy win in the sense of making the site better (no idea how easy technically), as would listing by location (the tighter the better), notifications, RSS feeds and better photo handling.

A few of these would help other people spread the information (location-based feeds especially), but there’s nothing here that harnesses the social power of the web — so I’m going to throw some ideas about, maybe there’s a service someone could build in here.

For me the problem is that the only people on the site are within the transaction — they’re the people who have either found or lost a pet (and they’re a subset of all of these even). We need something than can use the connections and serendipity of the social web to increase the chances of a reuniting.

With tighter location feeds the site could power lost/found pet widgets for local sites and blogs. That would increase the likelihood of some who can make a connection spotting the pet — but also increase the awareness of the site itself.

Is there something in game mechanics? — Possibly attempting to match descriptions or photos of lost/found animals (currently no way to really search for matches) or in some way improving the descriptions/tagging/locations of found animals.

What could be done with mobile or locations? — Is there a way that “spottings” (helpful, but not as good as a find) could be registered easily? Could you add poster information or information found on the streets but not added by the owners for whatever reason.

Direct feeds in from dog wardens, cats/dogs homes/police/vets — could a site it be useful for them too. Making it as easy as possible for the overworked needs to be given thought.

Is it ‘fixmypet’?

Can you add? Or more importantly can you build or fund?

by Jon Bounds | Posted in future web, social media, twitter | Tags: , , ,
August 9th, 2010

Where consultation and campaigning break

We’re in need of new era in how people consult with authority — campaigning and lobby groups have gotten so good at getting people to use e-mail or other messaging systems that anyone soliciting input needs to have a large staff and a good process for dealing with the deluge. MPs are cracking under the strain of response.

I commented on a post on Michael Grimes’s blog (about an direct-MP-connection iPhone app) recently (8/7/10):

“the problem with online consultation exercises isn’t the collecting but the bottleneck at the place where the comments are directed. Patient Opinion [for example] has a very different form of consultation — wide, ongoing, informal — to direct contact with MPs or any public figure. It’s much harder to see how they [MPs] can scale without the burden of feedback or any contact back becoming too much.

In more conversational consultation those receiving the comments need to have the skills to be able to deal with comments that are possibly not responses to direct questions, but may also be part of a wider conversation. There also need to be feedback mechanisms in place.

We’re already seeing MPs particularly complaining of being buried under the weight of campaigning emails — something will snap if we (they, someone!) don’t think about how to deal and respond with mass communication.”

The problem is no longer establishing communication, but managing it. Maybe we need to mature a little and be realistic (much in the same way the media need to) — if communication takes minimal effort then it must deserve minimal effort in response. Maybe we can’t expect the same response to an automated email (or a Tweet, or joining a Facebook group or signing a petition) as we would to a bespoke email or conversation — but how to make sure response is proportionate?

Petitions try to give a central point of contact and collate strength of feeling, but they are binary — you have to agree with everything the petition says, there’s no conversation or discussion.  And they can easily be dismissed, as we’ve seen on the Number 10 petition sheet.

How does someone in authority really gauge strength of feeling, how do they  respond — is conversation even possible at this scale? It may be, but new mechanisms and a rethinking of expectation are needed.

by Jon Bounds | Posted in twitter | Tags: , , ,
June 22nd, 2010

Hashtag usage — a survey

I’m very interested in the motivation behind uses of hashtags on Twitter — I have a feeling that they are more created than searched.

I would be very interested to see Twitter Search stats — to see how many people actually look at collections hashtagged content rather than just pump them out because it seems part of etiquette. This hypothesis brewed when I saw how hashtag use breaks down of  during real big events (World Cup, election) — as people already know the context, I am thinking that they are used more as a shorthand for context than searched or monitored.

Without much hope of getting that valuable data, I have created a very short questionnaire to get some feeling for use of hashtags. Due to the responses being self-selecting I am assuming that the results will be biased towards experienced Twitter users, but we’ll see. That this may be compounded due to my network containing a lot of social media profesionals is also a worry, so I would appreciate if you would spread it as far as you can.

by Jon Bounds | Posted in microblogging, my projects, twitter | Tags: , ,
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