Trigger basic instincts to connect with web visitors

Eating at computerHuman beings have a few basic needs. Food, warmth and shelter are amongst the most important. If we get those three, we can survive and for any species survival is what makes the difference between success and failure. Much has been said about the Maslow Hierarchy of Needs, yet his theory is heavily criticised and has several failings. Largely, we respond to many more of the basic needs than we might like to think. At our core, we are a biological machine that is only around to reproduce another biological machine to ensure the survival of the species.

This means that the basics of our very being are so fundamental that we respond to them without even realising we are doing it.

New research confirms this by demonstrating that children respond more to adverts that contain food than advertising that is about other items, including toys. The study looked at what was happening in their brains and showed that there was more brain activity in key regions when there was food in the advert, than when the advertising was about something else. In other words, the basic instinct of the child was kicking in – food is really interesting because it helps us survive.

So, what elements of our basic instincts could you use in your web pages? Could you legitimately use food in your pictures? What if your pages elude warmth, or shelter somehow? True, it might be difficult if you are selling software or spanners, but if there is some way you can appeal to basic human instincts you may well get the edge over your competitors.

Basic instincts are dealt with by the brain at the subconscious level and given that most people have decided whether or not they like a web page within half a second, the subconscious plays a significant role online. That means if you can appeal to the subconscious using basic instincts, so much the better.

Follow fewer people on Twitter to have more impact

TwitterYour friends are more interesting than you. There, I have said it. However, it is true – at least “on average”. The phenomenon of the “friendship paradox” was first identified by Professor Scott Feld of Purdue University, Indiana, USA. He discovered that an individual’s friends tend to have more friends than they do. If you have 25 friends, on average each of those friends will have more than 25 friends. That’s because we tend to want to make friends with people who are popular, so we seek out people with plenty of friends.

On Twitter, it seems, we are just the same. New research shows that we tend to follow people who have more followers than ourselves. We are also interested in people who Tweet more than we do. The result is what you might call “Tweet blindness”.

Because we are following people who have more followers than ourselves, our Twitter streams start to get overloaded, especially as the people in this paradox will be Tweeting more frequently than we do. Pretty soon, the researchers found, our Twitter stream becomes overloaded with information.

As a result we can only easily see the already “viral” stuff – the Tweets about subjects that we already know about. The less obvious, new, interesting, newsworthy Tweet just disappears into the background noise.

So, if you want to use Twitter to see the obvious, then carry on following people who have more followers than yourself. If, however, you want Twitter to alert you to the new and interesting the only option is to cull the list of people you are following. Follow fewer people and those newsworthy Tweets will become obvious.

You will then be able to to Retweet such new information to a group of people who will have fewer followers than you, making the information you Tweet more visible to them.

It is apparently simple mathematics; yet I like to think of it this way – less information is more…!

The pronouns you use on your website matter

I love me phrase handwritten on the school blackboardYou matter; not just you, personally, but the word “you”. It is significant. Yet much of the Internet uses “we”. “We do this”, “we do that” are the kind of phrases you see all over the web. Indeed you might think that the Internet is weed all over.

Focusing on you visitor or customer is a well-worn mantra, of course. We all know that we do better if we focus on their needs. Oh bother, let’s write that again: you know that you do better when you focus on their needs. See, that’s different?

Imagine for a moment that you are a woman at a speed dating event. There you are hoping to find the date of your dreams and a line of hapless men are waiting to chat to you for their three minutes in the limelight. The first six men tell you all about themselves. “I’m an astronaut with a Ferrari,” they say in a bid to impress you. Later, along comes a seemingly ordinary chap whose opening gambit is “Hi, are you enjoying this evening? I hope you are having fun. Tell me more about you.” After three minutes, you know diddly squat about this chap, but he’s the one most likely to get the date. Why? Because he has shown an interest in you and not been self-obsessed.

There’s also another seemingly hidden message in the personal pronouns that are self-focused. It suggests that all is not right psychologically.

New research shows that people who tend to use “I” and talk from a self-focused perspective tend to be depressed and suffer from psychological distress. In other words, the personal pronouns are a signal that they are not in the best of psychological shape.

Of course, on the receiving end we will be subconsciously aware of that because we will no doubt have associated the self-obsessed individuals we come into contact with as people who are “not quite right”.

That may well mean that the perception of personal pronouns generally is more negative than those which are inclusive and focused on the audience.

You know it makes sense to remove as much of the “I” and “We” from your website as possible. Now there’s a subconscious reason why it is important too – you may well be signalling to your readers some suggestion of psychological distress. And that’s not good for business.

To find out how well your website does in terms of self versus customer focus, use the We-We Calculator.

Don’t believe everything you hear about the Internet

Truth or lies onlineDid you know that only 7% of human communication is verbal? The rest is all non-verbal. I know it must be true, I have been told it hundreds of times. Except of course, it is completed and total hogwash, tosh, nonsense. Besides if it were true, how come you have managed to get my point and this is all verbal stuff, text-based, devoid of any body language?

The notion that human communication is mostly non-verbal is used in presentation skills training courses, it is taught to students of advertising and it is announced in business meetings the world over. It is used so frequently that it has become established fact. Except it is not a fact. Indeed, even the researcher who came up with the 7% figure has attempted to put things right by pointing out that people should not misinterpret his findings; he clearly says that his research is only about feelings. Professor Mehrabian from UCLA says, “Unless a communicator is talking about their feelings or attitudes, these equations are not applicable.” Psychologists have attempted to bust the myth, yet it persists as “established fact” that communication is only 7% verbal. It is not; get over it…!

There are also “established facts” about the Internet which are simply not true. For instance, all across the news channels yesterday and in various newspapers were stories about the “20th birthday of the Internet”. Strange, because the people who invented it claim it was created in 1989, some 24 years ago. Yet it is now “fact” that it is only 20. Indeed, I wrote about the 20th Birthday of the Internet on 13th March 2009, when it actually was 20 years old.

It is also, apparently, “fact” that if you let people use Facebook at work they’ll waste time chatting to friends instead of getting on with their job. Thousands of companies block access to Facebook based upon this “fact”, except that research shows the complete opposite. When companies switch off access to Facebook, productivity goes down. The web is not a work time waster and neither are social media activities. Yet thousands of bosses know a version of  “the truth” which is not established fact.

The difference between fact and fiction has been brought into stark reality following the analysis of neuroscience research by a psychologist from the University of Bristol. In the first analysis of its kind, the research shows that what neuroscientists have thought to be established fact may be nothing of the kind. Much of what we know about neuroscience may be false it seems. It is such an important analysis that the American Association for the Advancement of Science has published an analysis in its magazine, Science.

But what does all this tell us? It suggests that you should challenge all those “facts” you are told about the Internet. When people tell you that you “have to be” on the first page of Google, ask why and what happens if you are not. When people tell you that you “must” build a mailing list, ask why and what happens if you don’t. And when people tell you that the future of the web is mobile, ask “who says so” and “how do they know”. Challenge things. Collect your own data. Analyse your own information.

Just because someone says it is a “fact” does not mean it is. So that means you should even challenge this article….! I’m ready….!!

Google confirmation: forget SEO

If you are a search engine optimisation specialist, brace yourself, this will be a tough read. If you are a business owner, you too should sit back and wait for it; you are most likely not immune from the criticism coming, either. The fact of the matter is we’re all doing badly online. We are pretty much rubbish at making it work for our businesses.

First, some background. Considerable numbers of businesses have yet to get a website. Yes, I know it sounds unrealistic and daft, but according to the US Census Bureau, for instance, in 2012 only 25% of American businesses had their own website. In other words the majority of American businesses do NOT have a website; three quarters of them…! The lasts statistics I saw about the UK were from a study conducted a year or two ago, which said that only 48% of businesses here had a website. But whichever study you look at, here we are 20 years on from the first website being launched and most businesses still have not got one.

The head of search spam avoidance at Google, Matt Cutts, makes this astounding point in his recent video (see below) where he is answering questions on how businesses can do well online. “Get a website…!” he says.

Of course, having a website is one thing. Making it successful is what’s more important. And herein lies the problem. The vast majority of websites are just not successful. Take a look at this graph.

Share of Online Audience

The graph shows the percentage share of the web audience for the Top 60 websites in the world. That’s out of 400million websites. Even the BBC is getting a paltry figure compared with Google. Facebook is number two, by the way. The traffic on the web follows this typical “long tail” curve. In other words, the vast majority of traffic on the web is concentrated on just a handful of websites. So even if a business does have a website, it doesn’t tend to do very well in the grand scheme of things.

So, the video from Matt Cutts of Google should make required viewing for any business wanting to do well online. In it he reveals that concentrating on building links – a favourite of SEO “experts” – puts you in the wrong mindset. Instead, he says the best thing to do is to create compelling and interesting content that people want to share. He also, as an almost throw-away line, says that this means newspaper reporters will be interested in your material. Goodness me, he is recommending good, old fashioned public relations….! Er, hang on a minute, Google and Facebook do a lot of that, a massive, stonking great pile of a lot.

Admittedly, the video does make some rather basic “SEO” suggestions as to ensuring you use the right words in the page title or getting the meta description right. But as he points out this is principally about making people interested in your content.

Indeed, what he is really saying is what I have been saying for a decade or more; good of him to catch up.

What you need to succeed online is to focus on what people want and then write good quality compelling content that they will want to recommend to others. “SEO” it isn’t. Common sense it is.

Content is more important than style

Whenever businesses consider a new website, their attention goes first to design. Indeed, when you look at web hosting companies who offer things like “instant websites” you will see that their template systems start by focusing your mind on what it looks like. And if you head over to forums on developing new websites you will find that design dominates in many of them. Yet design is the last thing you should consider.

Of course people do argue that “we judge a book by its cover”; but that is based on no real evidence. Plenty of books sell very well without fantastic design. Indeed some popular books just have text on the covers. Take the book by Eric Schmidt, the Executive Chairman of Google, called “The New Digital Age“. That’s at Number 3 in the Google business book charts at the moment, but the cover is lots of text. There is actually little real evidence that we do judge a book by its cover. We do have an instant “like” or “dislike” reaction, that’s true, but we are not as daft as that, basing decisions on whether or not to buy a book just on its cover. We do think…!

What matters to book covers and to web pages is mostly to do with what they say, not what they look like. The title of the book becomes important as does the name of the author. Eric Schmidt’s book is selling well because of who he is. People want to read the thoughts the man who has been at the top of Google for the past 12 years. The cover doesn’t matter a jot in that situation; what matters is the content.

There are plenty of brilliantly designed websites around, but when you start to read them you discover they tell you nothing or that they are badly written or so focused on the owners of the website themselves that your eyes glaze over. There is a massive amount of bad content on the web, hidden away in beautifully designed pages.

The importance of content has been revealed in recent research which looked at the impact of anti-smoking adverts in the USA. The study found that the most effective adverts were the ones that concentrated on content, delivering a convincing argument. The adverts that were brilliantly put together with flashy images, great sound and so on had much less of an effect. The study was clever in that the effect measured was a biological one – not some survey. They looked at urine tests and brain scans. What they found was the adverts that concentrated on good content stimulated the decision-making part of the brain that led to changed behaviour as shown in reduced levels of nicotine markets in the urine. In other words, content beat style in its behavioural impact.

This study is further evidence that your content is much more important than the style of your website or its overall design. Of course this does not mean that design is not important; it just means that in the grand scheme of things you should concentrate more on content than on design. When considering updating your website, the best place to start is a content plan, rather than worrying about a design template.

Don’t blame Twitter for bad business

Twitter is coming in for a bit of stick today. It turns out that yesterday the world’s financial markets went into meltdown as a Tweet suggested that President Barack Obama had been injured in a bomb attack on The Whitehouse. It looked true enough because it was from the accredited Twitter stream of Associated Press. Suddenly, the Dow Jones fell by 100 points and the companies listed by Standard & Poor lost $136 billion.

AP Twitter Account Hacked

Of course, it was a fake Tweet, with the Associated Press account having been hacked into by the “Syrian Electronic Army”. Now, the anti-Twitterati are in their element saying you cannot believe a word that is said on Twitter. If respected organisations like AP can be hacked into, just who can you believe on Twitter?

The problem is not Twitter; it is the world’s financial markets. In the “olden days” the financial markets were controlled by human beings. They would keep up to date with information about companies and business in general and consider things rationally. Even if they had to act fast, there was always their analytical brain helping them out.

Now, though, the financial world is controlled by automated systems. If a share price falls by just one pence, for some clients, the computer is programmed to automatically buy or sell – no human involvement. Much of the financial meltdown yesterday was due to automation which cannot think. It was only later on when human beings got involved, thinking “hang on a minute, is this really true” that order was restored.

It is not Twitter that is to blame, but a ridiculous business practice within the financial sector which appears to think that speed and automation are more important than consideration, reflection and thinking. Had these business practices been in place then Wall Street would not have been so panicked yesterday.

The same is true for any business, though. Reacting to Tweets, without thinking, adding comments to blog posts without consideration – these are all part and parcel of everyday life in many companies. Perhaps the reaction to the fake AP Tweet should be a lesson to us all; thinking is a really important business function that we sometimes do not do enough of.

Twitter study reveals hidden depths in 140 characters

TwitterWho would have thought that Twitter could be an informational and educational tool better than traditional media? That’s the implication of work by Benjamin Gleason, a researcher at Michigan State University. But this notion is based on evidence. The study collected all the Tweets produced about the “Occupy Wall Street” movement and placed them in a database where proper analysis was conducted.

The data shows that there are a wide array of viewpoints expressed and that these represent a much more complete picture of the subject than found in a newspaper. As a result, people could get a better understanding of a topic if they follow it on Twitter than if they rely on mainstream media.

Of course, this rather depends upon the involvement of people on Twitter. If you set up a series of Tweets and chat away about your ideas on a topic, yet no-one else says a word, then the Twitter stream would be biased and much less informative than a newspaper article where the reporter would at least attempt to strike a balance between different sides of the argument.

However, for mainstream topics it could well be worthwhile following the discussions on Twitter to get a better picture of the subject and enhance your understanding.

The easiest way of doing this is with HootSuite, where you can set up a separate stream for each topic you want to follow. Either set up a “search” for the topic or a column for a popular hashtag. That way you will be easily kept updated on the subject and be able to see all the various views.

If the research on Occupy Wall Street is right, then you could well learn more from doing this than if you rely on mainstream magazines to keep you updated on topics.

Boston Marathon Explosion – the Internet response

Every day there are complaints about the Internet and how it has changed society and is making life worse for us. Indeed, there is hardly a week when something like the Daily Mail does not publish an article about the supposed evil of the Internet. Yet as we saw yesterday in Boston evil exists in the real world with real people performing despicable acts. We can only imagine the horror on the streets of Boston and wonder why would anyone stoop so low as to kill families watching a fun, inspiring event?

bostonmarathon

But all the while the Daily Mail bangs on about the terrors of the Internet and how awful it is, we witnessed yesterday its immense power.

Within an hour of the Boston bombings, Google had adapted its Person Finder tool into a special tool so that loved ones could track each other down in the inevitable confusion. The Red Cross, too, had its “Safe & Well” system widely circulated so that families could be sure what was going on. One of the biggest psychological issues following an incident like this is the “not knowing” and tools such as these – only brought about thanks to the Internet – are immensely useful to everyone involved.

At the same time, individuals taking part in the race or who were spectators took to the Twitter airwaves to let people know they were safe and OK. And Twitter itself was quick to respond to the fake tweets arising by removing them, enabling the Twittersphere to concentrate on the news and real commentary.

Meanwhile, over on Facebook, the race organisers were able to keep people informed of relevant information, avoiding problems for people involved in the marathon. These announcements were passed on by sharing activity of tens of thousands of individuals, providing a huge network of information, which would otherwise be difficult.

Even people who were not directly involved in the Boston Marathon took to the Internet to provide helpful information, including Search Engine Land which published a list of useful online resources.

The outpouring of Tweets, blog posts, YouTube videos and comments showed how appalled people were and how supportive they wanted to be. If anything, yesterday, not only did the Internet prove how important and positive it can be in times of crisis, but it also demonstrated that, in spite of the evil we witnessed on the streets of Boston, people are mostly caring and supportive of each other. Once again, it suggests that the critics who think the Internet spells the end of life as we know it are wrong. Plain wrong.