They're Tracking Us

Social media is a weird thing. It puts so many words out there and we think the words don't matter or connect the dots, but they do. Facebook algorithms are tracking us, and we say, "Oh it's fine, I have a tin foil hat or I'm not on Facebook." What we write on social media is revealing who we are. 

I recently met with a young classmate of my son's for a job shadowing program through their high school. These kids seem so poised. Emma seemed so poised. I don't know if that is because I was a nervous wreck as a child or if there really is a big difference between millenials and me.

When I was a junior in high school, I was working at various menial jobs and babysitting. I was killing it babysitting. Thank you to Mr. and Mrs. House on Rice's Lane in Westport, who not only had the world's easiest baby but they also had awesome snacks. Represent Camp Mahackeno! But I was otherwise trying like hell to hide who I was.  I don't know if it was the times, or it was just me.

My job shadower Emma was entirely prepared for our meeting. We had to push it a few times because she had so many things on her plate like AP exams and varsity sports. When we finally met, what I came away thinking was that kid is exhausted. She kept yawning when we were talking or actually trying to stifle yawns. I assumed boredom, and it may in fact have been boredom, but she later said she learned a bunch from talking to me.  So I'm going to say 50% boredom, 50% exhaustion from all the testing and sports etc.

Emma brought some writing samples for me to review, and as I read them I began to get a better picture of who she is. She's a nonconformist, she's a romantic -- I mean she must be right to want to pursue a career in writing? I thought wow, I am really beginning to see who she is. She is revealed.

Then today I was thinking well I'm still a huge secret except for my blog and my Pinterest boards and my Twitter feed. Who am I kidding? All will be revealed through our writing. And now our writing and our words are pervasive on social.

The Second Screen Effect: Raising A Generation of Media Multitaskers

In the April 1st issue of Adweek, there is a cool infographic about the issue of the second-screen effect. At my house, I call that behavior "doing two media at once." I frequently have to tell my son, "Stop doing two media at once." Apparently he's not the only one who has caught on to this idea. 

According to the stats (via Adtheorent):

Among those with a TV and computer, 52% are somewhat or very likely to use another device while watching television. (Source: IAB)

So called "media multitasking" is on the rise particularly with younger people. The article goes on to state that media multitaskers have fewer emotional highs and fewer lows. I'm not sure if this is good news or bad news -- or neutral like their emotions. 

I had an interesting conversation yesterday with a fellow copywriter / blogger / social friend and also father to a teenager. We were discussing all the implications of our kids being tethered to a phone, tablet or other device. He said he does check his daughter's phone from time-to-time to see what she's texting. What he found alarming was that she is often texting about nothing. Literally. Nothing.

"What r u doing?"

"Nothing."

"what r u doing..."

"Nothing."

Really, this is text-worthy? How much radio frequency is used up by texting "nothing" back and forth between teenagers? It's ridiculous. Or so it would seem to me. And to my friend. Not so to the youngsters. 

I didn't actually get a cell phone until I was 35 years-old. I only caved after realizing that with a new baby, there might be need for me to call someone for say roadside assistance or I'm running late to daycare or something else that I would consider urgent. Now of course, I'm on my phone alot talking to friends, surfing the web, updating my social channels on twitter and facebook and pinterest.

One time I walked in on my son and he was on his phone Skypeing with a friend while watching TV on his iPad. He had turned his phone to face the tablet so his friend could watch the show too. They were watching TV together on the phone. I don't understand this behavior. Or possibly it's that I can't relate. 

Adweek calls the younger generation digital natives, while I fall into the nonnative category. I can remember a time when there was one home phone, one TV with only a handful of channels, and these things called books. Was it a better time? I don't know. It was my time. Now it's the digital natives' time. I hope they use their power for good. Just don't use it for nothing.

You can find me on the twitter @fightingfinn or sometimes I go outside without any device at all.

How Not To Do Social by Netflix

How Not To Do Social Media by Netflix

This summer Netflix announced they would be restructuring their pricing plan, raising prices by 60% for those customers who have both the streaming media and DVDs by mail plan. In a breezy blog post from Netflix VP of Marketing Jessie Becker, they explain the pricing increase as follows:

“Why the changes? Our selection of TV episodes and movies available to stream has grown dramatically, and as a result most members want us to deliver unlimited TV episodes and movies two ways: streaming instantly over the internet plus DVDs by mail. The price increase will allow us to continue to offer the popular plan choice of unlimited TV episodes and movies streaming instantly along with unlimited DVDs.”

What Netflix failed to mention, or perhaps notice, was a) the majority of their customers use the DVD option (approximately 80% according to Tony Wible, an analyst with Janney Capital Markets) and b) their streaming media library is limited. For example, a customer can watch all the episodes of seasons 1-4 of Psych via streaming, but the final season is only available via DVD.

No Comment is Unacceptable in Social

Customer reaction on social media was immediate and deafening. Once highly popular with its 22.3 million customers, Netflix saw firsthand what happens when a brand comes under attack via social. Comments on Ms. Becker’s blog post exceeded the 5,000 maximum in the first day and they ranged in tone from disgust and anger to expletive-filled rants. Comments like this one were everywhere:

In this economy, you opt to increase the price for my current subscription by this much? Well hey, guess what? Unless you seriously upgrade and update your streaming content, you'll be losing a long-term customer. And I'm sure I won't be the only one!

Contrary to social media rules of engagement, Netflix both deleted comments and did not respond to comments. Nothing. Nada. The sound of crickets.

On their Facebook page, it was more of the same, with nearly 70,000 comments along the lines of:

Dear Netflix,
After 3 years, I'm sorry but it's over. If I switch to Blockbuster I will have a greater streaming selection, with newer movies, plus games, and it will cost me only 75% of your new rates. It’s been great, but it’s over. It's not us, it’s you. Enjoy the bankruptcy.

Again Netflix responded by deleting comments. Customers took it as a challenge, and began posting the CEO Reed Hastings’ email address. The comments kept coming, apparently faster than Netflix could delete them. And still no response.

On Twitter, Netflix became a trending topic. Tweets were flying like “Dear Netflix: Are you trying to save Blockbuster?" and “Netflix customers see red after price hike http://bit.ly/nwleC9 (via @cnn).” Still nothing from Netflix.

Losing Sight of Your Customer Base

In the meantime, Netflix stock prices rose and fell as the market tried to figure out what would happen. Blockbuster jumped on the bandwagon by touting lowered prices to the media and customers. And Redbox looked more and more like the way to go.

Surely Netflix will survive, but their brand has been tarnished. As one angry customer posted on their Facebook page,

How sad that after years of holding a subscription and being a walking advertisement for Netflix, that we are stopping the use of your services. Greedy, greedy, greedy. Way to show your long term customers, who helped pave the way for your extreme success with a higher price. BRAVO to whoever had this brilliant idea. Goodbye Netflix, HELLO REDBOX!

In stark contrast that same week, another brand stood out as a shining example of how social media should be done. Actress Mila Kunis, star of Friends With Benefits, accepted a YouTube invitation to the Marine Corps ball from a soldier stationed in Afghanistan. The video, posted by Sgt Scott Moore with 3rd Battalion 2nd Marines, received 3,246,366 views in the first week.

When you are fortunate enough to have customers who are “a walking advertisement” for your brand, it pays to engage and respond to them on social media sites. Take note from the mistakes of Netflix.