Google is not good enough

When Father Christmas wants to know what a child wants as a present, who does he ask? That’s right – he asks the child. He goes straight to the source of the information. Santa doesn’t fish around by asking other kids, nor does he search on Google. Instead, as that hopeful youngster looks to see if his beard is false, Santa Claus asks the youngster direct. And in real life, you behave just like Father Christmas. When you want to know something that matters you ask people you know, trust and who have the knowledge you seek. Even though we might think we live in the Google age – we actually reject it for stuff that matters.

Does Santa use Google?This is the conclusion of some fascinating and complex research from communication scientists at the University of Southern California. The study looked at the varying information needs of people and where they went to find answers. What the study discovered was that when the information is important, we rely on what is termed a “relationship source” – in other words, a human being. We only use Google – or other search engines – when the information is “low level”. When the answers we seek don’t really matter much, when we just want a rough idea, that’s when we use search engines. But when the information is important to us, then we reject search engines in favour of people.

In other words, Google simply is not good enough to satisfy our real information needs. The researchers, interestingly, say that Google is just “good enough” – in other words it can provide information that is OK, but nothing more than that. When people want to know something important, they ask people, not search engines, And, significantly, this research also found that this is our search strategy even if our relationship with the person who has the information is weak. For instance, if we have a personality clash with an individual we will still seek out their answers to our questions over and above search engines if the material we seek is important to us.

What this study shows is that human to human information exchange is significant. It means that if you think mostly about Google rankings and focusing on SEO you are concentrating your efforts on people who only seek “low level” stuff. In other words what they receive from you they VALUE LESS when compared with getting the same information from a human being.

In the year ahead, if you want to win the search wars, concentrate on word of mouth – focus your strategies on human search, rather than online search. Google simply is not good enough if you want high level information to reach the people who value it most. Google is great for that low level stuff, so it should not be ignored. But for valuable information that reaches people who really want it, you have to concentrate on human beings, not technology. Take a lesson from Santa Claus.

Vince Cable exposes technology problems for your website

Vince Cable tells the truthThe Secretary of State for Business, Vince Cable has got into hot water because he told the truth. In a much publicised and secretly recorded conversation, the Liberal Democrat minister told people what be believed in. But it is his honesty that has got him into trouble. According to his critics, he should not have told these reporters – who were posing as constituency members – what he believed. Instead he should have lied. Er…sorry…say that again…? Yes, the establishment view is that Vince Cable is to blame for his own demise because of his honesty.

A year ago, MPs were criticised for lying to us over expenses; now they are vilified for telling the truth. It seems they cannot win. But the situation in which Mr Cable finds himself is not unlike the position many website owners are now in. It seems that lying has been part of our normal behaviour for thousands of years – but modern technology is exposing the fact we all lie.

Consider your own home; the phone rings and your partner answers the call. “Hello Aunty Flo,” says your loved one. Meanwhile you realise you have forgotten to send your Aunty the money you owe her. So you mouth silently to your partner “I’m not in”. Your partner nods and says down the phone line “Sorry Aunty, he’s out at the moment; I’ll get him to call you back.” Job done – you’ve lied to your Aunty but you’ve bought a bit of time. This kind of lying is known as “butler lying” – when the butler would answer the door to callers and say “Sorry, his Lordship is not in” – while his Lordship hid behind the door. Such lying is seemingly normal, everyday behaviour. Few people can claim they do not tell “white lies”.

Except, of course, nowadays you can get found out. Your website might say you are doing one particular thing, whilst your Facebook status update says something different. People have already been caught out saying they are ill to their boss and cannot make it in to work, but their Twitter feed reveals they are in a pub watching the cricket on the big screen with their mates. We might think that is plain stupid, but it is seemingly normal behaviour. It’s just that nowadays the technology exists to expose the discrepancy.

Decades ago, politicians said one thing on TV and another to a couple of constituents over coffee. The difference was never exposed. Now, with recording equipment that will fit in the palm of your hand unnoticed, such as a mobile phone, the lie can be made public.

Here’s the issue: you lie because you are trying to fit in with the social group you are engaging with at that moment in time. Politicians say one thing to journalists because of the social rules and conventions of that encounter and then say another thing over coffee with potential voters because the social rules and expectations have changed. People say one thing to their boss and another to their mates because they are in different social situations. If you were honest with your boss and said “I want the day off to watch the cricket” you could be sacked for your honesty perhaps. So you are expected to lie to get the day off. In the past, that would not have been a problem – your boss would never have known the truth, even if they suspected your recovery was too quick..! Now, with Facebook status updates, Twitter and so on, the lie can be exposed – and this time you get the sack for lying. Break the normal social convention and tell your boss the truth – you get sacked; stick with the social rules and lie – modern technology exposes that and you get the sack. Just like Vince Cable you cannot win.

Our brains are programmed to lie – to say things that meet the social expectations of any given situation. The problem is that modern technologies are exposing those different behaviours. Expect more Vince Cables in the coming years ahead. You might be next.

Perhaps you should make your website hard to read

Film Director James CameronJames Cameron (right), the director of blockbuster movies Titanic and Avatar, is well-known for being a perfectionist. So, you can imagine he would not let the choice of typefaces for his movies go without his personal attention. Both Titanic and Avatar use individual fonts – indeed, there has been much uproar from graphic designers about his choice of typefaces. According to designers and font aficionados, type matters. Indeed it does, it helps us read things more easily and quickly and helps us understand things. And therein lies the problem online – the most common fonts used appear to be the ones which do not aid understanding.

New research shows that when a typeface is difficult to read it makes it EASIER to learn. That’s right – it’s the reverse of what we think. Online – indeed in print – designers and users want clarity. We want to be able to read things quickly and engage with pages without difficulty. After all, when you see a web page with a tricky font, you probably move on, clicking away to something more readable.

But this fascinating new study from Princeton University shows that this is not necessarily a good idea. Students were presented with written material in different fonts and then later tested on their knowledge. Guess what? The students who were given the most difficult to read font were the ones who achieved the highest marks. The everyday font used (Arial) actually led to the lowest marks. In other words there was an inverse relationship between readability and learning. The more difficult it was to read, the more the students learned.

The researchers explain this by suggesting that when something is easy to read our brains simply are tricked into believing that we have “got it”. But when we face something more troubling, we have to pay attention, commit more brain processing effort and thereby learn more.

Few website owners appear to pay any attention to the choice of fonts online – the plethora of sites in Arial is testament to that. But if you have information that people need to learn, or you have material that your customers need to “get”, then choosing a less readable font looks like it will pay off. Accepting your designer’s suggestion for readability of fonts may sound logical, but as this study suggests they could well be wrong.

Perhaps part of the success of Avatar is down to the fact that we had to concentrate to read the sub-titles; they were such a difficult font to read we were forced to engage with the movie more. Perhaps James Cameron is more than a perfectionist; perhaps he just thinks about how to engage his viewers – and that’s a lesson for every website owner.

Annoying pop ups might actually boost sales

Pop up advertising can be so annoyingHow annoyed do you get with those pop-ups that appear on websites? The chances are, when used badly, you get angry. Indeed, there are dozens of ways you can block pop-up windows from appearing and much online security software blocks these annoyances by default anyway. Of course, the pesky marketers try to find out ways to get round these things – and you can find plenty of advice online and a wide range of products on creating unblockable popups.

Clearly these things work – in spite of their annoyance. After all, many well-known online marketers use them and if their claims are to be believed and those images of them in front of their sports cars or on the beach are true, the popups can’t annoy that much.

But new research on a psychological phenomenon known as “attentional blink” might provide an answer as to why these things work – and why you might therefore consider them in specific circumstances. Attentional blink happens when you are asked to do two things in quick succession; you often fail to notice the second thing. For instance, online you might be asked to tick two boxes in a form – the first for saying whether or not you want to hear from the company again and the second whether or not you want to hear from their “partners”. When the boxes are in close proximity, you could easily miss the second box, resulting in several unwanted emails in the future.

However, this new research shows that if you are distracted from the second item you are more likely to see it. Strange but true. The distraction appears to help us re-focus our attention on the second task.

So, imagine you have a web form which you use to sign up people to your email newsletter. But on that form you have two things you want people to focus on – a choice to receive your newsletter and a second choice to subscribe to your RSS feed. People could miss that second choice. But distract them briefly with a pop-up, or an advert that folds down from the corner of the page and when they return to the form, they’ll refocus, seeing the second option and thereby increasing your RSS subscribers, in this example.

It may well be that those popups that most of us dismiss do not produce much in themselves – but they cause us to refocus our attention on the page underneath, seeing something we had previously not noticed. And it is this which may bring in the increased results for some websites.

Of course, you don’t have to use pop-ups. You could distract people in other ways – for instance, some timed operation that starts a video playing after a visitor has been on a page for a certain number of seconds, or a change in the form itself as people fill it in – new options appearing, for instance. In other words, distractions appear to have a value in helping people focus on a second item you really want them to pay attention to. So, don’t dismiss annoying distractions on web pages as something you want to avoid on your own site – there does appear to be a potential value in them.

eDigitalDashboard – your key business results in one central location

To help operational, marketing and research professionals effectively monitor immediate business performance, leading market research specialist eDigitalResearch have announced the development of eDigitalDashboard – an interactive, personalised and condensed summary report of Key Performance Indicator’s (KPI’s) and top line statistics, providing an instant visual ‘snapshot’ of real time business results.

As online activity continues to expand and develop, professionals are becoming increasingly overwhelmed with a wealth of research, sales and marketing data on customer mood and brand perception. With the sophisticated and innovative online eDigitalDashboard system, users can easily drill down key research results, immediately identify trends and issues across multiple sources, facilitating swift and targeted decision making in an attempt to increase overall customer satisfaction and revenue.

Available now on HUB, eDigitalDashboard features next generation web capabilities allowing users to present and organise information into an easy to understand format. Using the very latest in web technology, the user friendly design interface grants professionals complete and bespoke design control, whilst the online access automatically generates fresh statistics, allowing for immediate analysis of real time results as they are being collected.

Developed with direct feedback from insight professionals, and designed to allow board executives gain a quick and easy view of up-to- the-minute business statistics and touch point performance, eDigitalDashboard also provides access to drill down into the supporting and underlying data reports for more in-depth analysis of results and granular details.

Derek Eccleston, Research Director at eDigitalResearch comments, ‘As we begin to witness a fundamental shift in consumer communication with the introduction of social media and mCommerce, consumers are providing brands with more instantaneous reactions and feedback. It is therefore vital that professionals have immediate access to important real time research results in order to track customer satisfaction and brand perception, and eDigitalDashboard allows them to do just this.’

Derek continues, ‘As brands and large organisations move further towards the multichannel mix, the fact that users are able to pull in data from various sources and surveys to a key 1 page report adds real value for clients who operate within several channels or for large organisations with an assortment of brands who are now able to create bespoke dashboards to compare performance across various channels and outlets quickly and easily.’

For more information contact Lisa Bonczyk – lisa(dot)b(at)edigitalresearch(dot)com, 01489 772920.


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