Simonsays

Some new stuff on social business

Apologies for the radio silence. If there's anyone still hanging on the edge of their seat for a new post, I've been busy working and PhD-ing. Sorry.

But I thought it was worth posting a couple of links to blog posts I've published over on the We Are Social blog, predominently about a new area of practice in which we've been doing a fair bit of thinking and doing.

Firstly, there's a piece about social customer service - what it is; how organisations can integrate it into their marketing and communictions activity - and hopefully how they can get it right!

Secondly, there's a post reflecting on the transition more and more clients are starting to make once they've launched and embedded social media marketing programs. More often we're seeing clients going from being a 'social brand' to becoming a 'social business'.

Enjoy - and hopefully I'll be back around these parts soon :)

 

#ukriots and the limits of traditional media (and what it means for democracy)

This post started out as a few immediate thoughts about the way the #ukriots played out across the media.

By the time I'd got around to tidying up what I'd written it'd been superceded by a wealth of good analysis - some focused on media, some not.

Having written something I felt it worthwhile adding my own initial reactions to the debate, particularly from a media perspective given the political role the media has within liberal democracies.

I end the post with some next step ideas about what this all means for democracy. Something I'll hopefully return to a later date.

As mentioned above, recommended wider reading would include: Zygmunt Bauman's article on the consumerist context for the riots; Critical Legal Thinking and Schnews' account of the broader neoliberal capitalist project as cause of the riots and the London Review of Book's historical perspective.

I wanted to capture some of my thoughts around the limitations (and failings) of the media during the worst of the rioting, which may be useful for my ongoing research.

The guiding theme for all the points I jotted down was how the liberal media has possibly reached its limits for effective and adequate reporting in the 21st century.

This is partly due to the emergence of networked media powered by the internet and increasingly networked mobile technology; however, it is also down the wider structural limitations of liberal democracy within which the media plays a central role (see Louw, for a good overview of how the emergence of liberal democracy has gone hand-in-hand with the media).

Networks/Technology
During the worst of the riots social media gave access to multiple sources of information enabling anyone with internet access to gather information and build their own real-time stream of news.

Fascinatingly, the BBC was urging people not to use social media (Twitter in particular) to interpret events.

They told us: Twitter was full of misinformation, conflicting accounts and unverifiable information. Stay tuned to the BBC for verified and authoritative coverage.

Importantly, this random, disparate and admittedly sometimes misleading information flow of Twitter was the reality of the situation.

Gathering real-time streams of information and content from social channels and augmenting it with mainstream media coverage or official sources allows individuals to build their own personal news feed using multiple, heterogenous sources.

The flaw in the BBC's argument is that live streams of social information are much more reflective of the reality of the situation and allow individuals to create a flexible, open-ended picture of what's happening.

The role of the BBC (and other traditional new providers) is to crystallise information into "news" whereas following events through social channels recognises the fact that "news" is never created as a fixed reality, rather it allows us to infer a complex and ever-changing picture of events.

It can be suggested that this problem arises from the industrial model of news production where the gathering of information has to result in a completed, finalised and sellable product.

The BBC's idea of Twitter being misleading and unreliable is also a flawed argument based on the fact that it fails to recognise any other mode of editorialising except their own, professional news-production.

For example there are a number of filtering, accrediting and editorialising information using peer networks as Yochai Benkler has examined - see chapters 6 & 7 in The Wealth of Networks for an exploration of the different models of peer-to-peer information gathering and filtration.

As an example, I relied mainly on my own Twitter and Facebook network for gathering information about events, turning only to the #riot and #londonriot hashtags to verify what the BBC and mainstream media was reporting.

And as James Cridland has pointed out in a great blog post, when it came to gathering useful or verifiable data on the riots, traditional media - including the BBC - was reporting inaccurate information on events.
 
So, the BBC's attempts to warn people against using social media was telling: if anything, it reveals the real power of social media.

That the nation's public service broadcaster needs to try to convince people it has better information than the people on the ground suggests the game may soon be up for traditional, top-down, authoritative media.

(an ironic foot-note to all this, most forward-thinking mainstream media are actually seeking to build on real-time, social reporting as articulated by by the emerginging concept of "ambient journalism" according to Alfred Hermida.)

Reinforcing the argument that social media is over-taking traditional editorialising was the quality of the BBC and Sky's rolling news coverage.

Throughout the night, as I skipped from the BBC News channel to Sky News all I saw were news anchors repeating a variation of the same information drawn predominently from official sources; largely inane commentary from the paid-up commentariat or politicians and police sources who simply maintained an entrenched position that arguably created the socio-economic situation that gave broth to the riots in the first place.

The real voices of people involved or pragmatic analysis by individuals perhaps better qualified to talk about what was happening - people on the streets, sociologists, political economomists and the rioters/looters themselves - went unreported.

In fact, the news coverage on Sky went further than not offering real voices by actively seeking out and then mis-preresenting real voices.

Reporting on being told by one looter that they were looting because they paid taxes and got nothing in return, the correspondent reported this saying: "But I wouldn't say that's a political response. This is all just opportunistic."

If these points are political and cultural reasons why mainstream media has become inadequate in reporting news then there are also arguably institutional reasons as well.

For example, once the sun went down or rioting become too intense, dangerous or moved to perceived unsafe locations, such as housing estates, both BBC and Sky resorted to reusing aerial footage of burning buildings or footage recorded earlier.

No doubt this is to protect the health and safety of reporters, but it further reveals the limits of the media's ability to tell the full story.

Just as the textual/spoken reporting was limited to a repetitive set of 'known' or 'verified' information so too was visual reporting limited to unhelpful long-range or out-dated scenes.

There was arguably some 'citizen reporting' via Sky and the BBC - but this itself brought about an interesting blurring of boundaries between social and institutional reporting.

With many of their own correspondents living within areas subject to rioting and looting, Sky and BBC brought their reporters into live broadcasts on the phone.

Similarly, many were reporting events in real-time via Twitter. These off-duty reporters were reporting on local events from a personal persepective: remember almost all of these individuals have a "tweeting in a personal capacity" disclaimer on the accounts, plus by reporting through Twitter their coverage isn't limited to Sky subscribers or license fee payers.

Their actions were arguably blurring the role between being a professional reporter and a personal or citizen reporter. 

Limits of liberal democracy
The limits of the media can be extended, I'd argue, to an analysis of the increased decline in liberal democracy and its hold over people's lives and society as a whole.

Firstly, which is the demographic consuming least traditional media? Young people of course. And what was the core demographic of rioters? Young people - although, of course, with exception.

Young people as a whole crude homogenous lump don't consume mainstream media. On the one hand this is causing advertisers and media companies sleepless nights, but on the other it also means that the media's role in performing its rational, liberal public information or watch-dog role is being undermined.

Added to this situation is the established - and growing - disenfranchisement of young people by other structural elements of liberal democracy, such as government policy, political parties and the police.

For example, see my post on the March 26th demo and how so many of the young people I saw were serious about fighting back against police brutality meted out at the last year's student demos and a government which has made only too clear how public policy is dictated by the market by u-turning on student fees.

As a result, you have a liberal democratic mechanism of managing public opinion which is no longer effective among the emergent population (not to mention further exacerbated by the ongoing economic effects on quality of life and perceived life chances).

Then there is the content of the media and the role it plays in liberal democracy.

At a normative level the media is meant to help us rationally debate and discuss events in the public sphere and form reasoned, democratic responses upon which our political institutions will act.

However, the trend over the past decades has been an increasing sensationalism and populism among the broader, mainstream media.

The public - and in particular those who consider themselves liberals - who pay particular attention to the media to stay abreast of topical issues - are failing to recognise or discover the nuances and complexities of what is happening.

The public appears almost unanimous in adopting the sensational language used by politicians and media commentators and most importantly the predominently white, middle-class news readers who themselves are guilty of reinforcing this media "restyling" by adopting media stereotypes, e.g. referring to looters as animalistic, feral, etc.

There's no space in this type of traditional media coverage for critical debate. Suggestions that the government's strategy of destroying communities by cutting its funding and increasing levels of unemployment is parallel to destroying a community through the physical violence of trashing shops go unheard.

Arguably, the strategy is the same; the tactics differ. The government has the upper hand and can destroy communities through policy-decisions and structural means; young people adopt much cruder approach

And this allows us to glimpse a subtle and potentially crucial failing of the traditional media in what we might term 'end-stage liberal democracies'.

The government and the wider political institutions in a liberal democracy (of which the media is one) are used to controlling the media and shaping coverage.

Young people realise this. Many refused to become part of the media spectacle by attacking journalists or refusing to be interviewed - which further inflames the media's democratically privileged position and response.

Of course, social media's operational relation to this is not unproblematic. While social media can (but doesn't always) cut through the manipulation of media coverage by dominant interests, it can also incriminate people committing criminal acts.

As if to reinforce how important the traditional media's role is in supporting or facilitating liberal democracy - and social media's potential to disrupt and challenge established ways of working - as I write this endnote David Cameron is stood in the House announcing plans to censor social media during public disorder, effectively legislating for an enforced reliance and dominance of traditional media when liberal democracy is faced with 'legitimation crises'.

As none of the proposed knee-jerk respoens are likely to identify or attempt to fix the underlying causes of the #ukriots I expect we'll see more legitimation crises.

Escalate Collective: a critique of a critique

The Escalate Collective has recently published its latest essay/communique/article/post about events on the 26th March demo which is definitely worth reading.

Escalate, a collective of writers and activists from within the University of London, seems to be the closest we have to Tiqqun here in the UK and at this particular time. For that they should be commended.

On reflection I think I prefer their first essay but in both communiques they unpick key issues unfolding within current events by charting a path direct through centre of the problem. And by that, I don't mean they adopt a middle ground as position for analysis. Rather, they split issues down the middle; break them open; expose the vacuity... I'll end the metaphor there. It's late and you get the idea.

What gets a big thumbs up from me is the inclusion of 'social media' in their list of targets for critique. Their analysis isn't always spot on but crucial contributions include the following:

Escalate challenge the misrepresentation of "social media as panacea". While this is a crucial criticism that addresses and undermines both pro- and anti-technology camp's arguments the collective also over-state the case somewhat. Let's unpack their critique.

Firstly, technology - and in particular Twitter and Facebook - are critiqued for being glorified as radical tools for emancipation. The collective writes:

"The praise Twitter and Facebook have received is matched only by the compliments showered on a mythical young generation who have supposedly expropriated the potentials within this technology for radical means."

It's their belief that this myth hides the reality that social media - incorporating their broader definition, "web-based media" - is of course a commodity. A commodity that young people consume and of course which is as radical as tie-dye t-shirts were for the Soixante Huitardes: "the only victory can be further consumption, this time of web-based goods."

In fact, it gets worse than this. Not only is social media a de-radicalised consumer commodity but it's a commodity whose consumption is undertaken as part of what Jodi Dean has termed 'communicative capitalism' - that is (perhaps stating it too strongly): "Web 2.0 is a political trap that disempowers political action" by grounding it in endless discussion, debate and content circulation.

Grounding this emergent concept in more classical Marxist terms, Escalate point out that: 

"Software corporations and PR agencies have entire departments devoted to astro-turfing and the countering of malevolent online publicity. Professional journalists and salaried unionists have the advantage of time and often resources to invest in their Twitterfeeds and Facebook friends."

The initial criticism is arguably wide of the mark - although I utterly understand where the writers are coming from here. For instance, why pick out software corporations? Odd choice - software corps aren't really at the front-end of current political debate as they make software. I put this down to a misunderstanding.

In terms of PR agencies, I'm fairly confident I can say that my dalliances with a couple of very big PR firms' digital teams has shown me that a) many high-profile firms they are not involved in intentionally astro-turfing (to the point of proactively avoiding anything that could be mistaken - although this policy has not always prevented it) and b) "whole departments" in my experience means less than 30 and usually a lot less (the implication for me here is that we're talking 100s as per the Chinese Government's 50 Cent Army) and never the whole department working on a single client.

On the latter point of journalists and union reps I do agree. It is a solution offered by economic capital - perhaps a wider critique missed here: the volunteeristic power of social media is based on social capital. A significnat benefit in circumstances where social relationships are all that's needed to negotiate an outcome. But by injecting economic capital into the mix you get a relational imbalance and if that relational imbalance is desired to misdirect, destabilise or destroy networks of relationships then it can be highly effective - providing you have the resource to scale. Refer back to China's 50 Cent Army.

Escalate also reject another misperception perpetuated through the media and some enthusiastic activists and academics. That is, the binary of social media and horizontality. This is a long-standing bugbear: just because something occurs via the web or social media doesn't make it horizontal.

Yes, the rhizomatic structure of the web often sets the default organisational settings to non-hierarchical networks but care is needed to ensure this myth doesn't end up hiding more deeply set hierarchies and power relations. And lest we forget: horizontal organising can - and does - take place outside of virtually networked structures.

Linked to this, another major critique of social media arises, again from media and organisational misperceptions of what the social web is and how it functions.

Escalate argue:

"Many organisations enjoy the perceived leaderlessness of Twitter and Facebook because of how clearly this myth masks the mechanisms of privilege and capital power which allow leadership to emerge when any network is left unchecked."

While I broadly agree with their conclusion that the "perceived leaderlessness" within social media allows privilege (presumably time-based and technological knowledge) and capital power to allow leadership to emerge this statement is useful because it points to a wider theme that runs through much of Escalate's analysis of social media.

Namely that social media, Twitter, Facebook, "web-based media", etc are interchangable, homogenous wholes when in reality they aren't.

While this methodological short-cut still allows Escalate to make incisive and accurate critique of conteporary politics, media and capitalism, it means that there is arguably a much more deeper analysis and (potentially constuctive) critique that could be made.

I say potentially constructive because this is something I'm thinking and writing about at the moment: how analysis of the complexities of the social web and its components can be used to achieve a greater understanding of forms of resistance.

Perhaps now isn't the time to go into the detail, but perhaps take a look at this recent conference abstract  for an idea of what I'm talking about.

Finally - and most glibly - the collective's approach to writing anonymously overcomes some of the ego issues that definitely can be seen within the liberal/left blogo- and Twittersphere. It's a breath of fresh air and allows - IMHO - a much more radical exploration of contemporary issues to be broached.

 

 

 

 

Assemblages of Resistance - conference paper

Myself and Dan McQuillan have had a joint paper submission accepted for the conference Platform Politics happening in Cambridge in May - 11th to 13th to be exact.

We're working on the paper as I speak but I've shared the abstract below. All feedback welcome...

Assemblages of Resistance - Platform Politics conference paper submission

 

There's a great line-up and looks like there'll be some interesting discussions. Maybe see you there?

*UPDATED* March 26th demo: some initial thoughts

This blog post sets out some of my thoughts from Saturday's demonstration against the Government's cuts agenda.

It should be taken in the context of my immediate reaction to some of the things I witnessed; my initial analysis and the resulting insights.

I'll also use it as an opportunity to develop some thinking around ideas related to my PhD, in particular theories of power and the media, using things I saw as case studies. I'll save these for a follow-up post.

What follows is, in part, a narrative and, in part, a series of first-hand accounts and analyses. It's been written quickly so my apologies for typos, errors, etc

Firstly, some observations

1. Mass turn out
Make no mistake, Saturday's TUC march was huge. Thus I was surprised to see the BBC reporting that the estimated figure was only 250,000 [EDIT: the BBC has now revised this to "250,000 - 500,000" which is possibly even more useless]. Frankly, I don't understand how they arrived at that figure. More below

2. The limits to social media showed
While social media and digitally networked activism provides radically different opportunities for movements (e.g. UKUncut growing from and organising around a hashtag) there were some limitations with the 'real-time' web on this demo. Although I should caveat that I used my smartphone sparingly to converse battery-life.

Firstly, I found it difficult to track everything that happened in real-time. This is perhaps less a limitation of social media and more a by-product of the sheer dynamism and fluidity of the demo. 'Real-time' on Twitter just wasn't real-time enough to keep pace with the speed things evolved on the streets.

Secondly, some technologies (at least the official Twitter iphone app I was using) struggled to function appropriately under the circumstances. So, for example, the official Twitter app pushes popular tweets (determined by the number of RTs) to the top of the timeline. Perhaps there's way of turning this off but it meant that the up-to-date information so essential in live situations wasn't instantly accessible. The anti-kettling site, Sukey, too while appearing very useful in mapping the situation on the streets also aggregates important tweets, but crucially without a time stamp.

Essentially, the point I suppose I'm making is that in very dynamic and fluid situations making sure real-time is real-time and knowing just what 'real-time' is becomes of paramount importance and I didn't feel the information I was getting was reliably timely.

Perhaps there's a need for an activist-led Twitter/online info tool that is built around quite specific needs.

As a footnote - and I have some thoughts I need to work up - SMS became a really useful too in this situation.

3. Massive black bloc
The size of the black bloc surprised me greatly. I'm no veteran activist but I was with some when we heard about the size of the black bloc and I think it's fair to say even they were surprised. Newsnight's Paul Mason, tonight said it was the biggest black bloc seen on the streets of the UK for a long time.

Speaking from personal experience, I recall seeing a small black bloc of no more than 20-30 during the G20 in 2009; and if you believe the tabloids these were possibly a European black bloc summit-hopping.

At the Mayday demonstration in Parliament Square in 2010 there was a similarly sized black bloc - or at least a group of activists dressed as a black bloc. From recollection they weren't active.

On Saturday, word on the street was that a black bloc of between 2,000 - 3,000 mobile around central London.

I've seen a similar number reported by activist media although a smaller number reported by the mainstream media [saw it somewhere but no link just yet]

Aside from the finer detail, I don't think I've ever seen such a significant black bloc in the UK.

3. The black bloc had very, very young elements
I mean seriously young. On the strand we passed a group of young people possibly 16-17 who were clearly 'blacked up' under their day-to-day clothes. The same scenario was repeated through-out the afternoon on Oxford Street.

4. These have possibly been 'radicalised' by the student demos
There's a very strong possibility, IMHO, that the younger elements of the black bloc have had their outlook on the police, state and capitalism changed as a result of a) government policy and b) their experiences from the student demos late last year.

These young people have had their perceptions of democracy (built up through education, media and recent prosperity) challenged by the reality of how liberal democracies in free-market regimes operate and the inter-relation between the state and police.

5. Black bloc violence wasn't mindless or unconnected to anti-cuts demos
It is a mistake to believe the media reports on this as they're based partly on police press releases and official statements and partly on internalised beliefs within which the media operate (more on this in the conclusion).

Reporting that claimed - as the BBC did - that the black bloc weren't connected to the wider anti-government protests are incorrect and misleading [EDIT: since reading the original BBC report I can now only find references to the black bloc as a 'separate group'].

Those in the black bloc were - from what evidence I saw - acutely aware of the reality of capitalism; the government's policies and agenda and its effect on people. This wasn't mindless vandalism. It was very mindful vandalism. Neither was it violence.

Secondly, some ideas and insights...
           
5. What is the role of the internet in supporting the black bloc phenomenon?
Thinking about this, the role of the Internet has been perhaps to play two significant roles:

1. Educating people about role of the black bloc
2. Connecting people keen to build affinity groups around black bloc tactics

Perhaps this is a facile point but without the internet, finding out about black bloc history and its tactics and then connecting with others sharing similar aims would be difficult.

For obvious reasons this activity traditionally would be based around small-scale affinity groups and learning would be a rare and practical experience.

For #26March there was a well publicised Facebook event for those wanting to take-part in black bloc tactics - with upwards of 1,000 - 2,000 cofirmed attendees reflecting the younger demograhic mentioned above [again, no link showing on facebook anymore]

Of course, using the Interent to research, plan and implement black bloc tactics will potentially open up other challenges such as online surveillance and data mining, but that's something for a separate post.

Some conclusions
I've got an embryonic conclusion to write up that ties some of these thoughts together within a framework of power and media but I'll save this for a follow-up post.

*UPDATE* I was hoping to get these concluding thoughts around media and power blogged shortly after this post - however, I need to get some more reading and writing done for my PhD and then hopefully I can come back to this line of thought with a more robust and radical argument.

The Marketing Century

The CIM has a new book out to mark the centenary of the organisation which, according to the press release I've been sent, celebrates the role of the marketing industry's trade body by providing "a comprehensive source of marketing’s evolution over the past one hundred years."

 

The book appears to cover a wide range of themes; although I haven't seeing a copy so I can't overly explicit about what's in there. I have, however, had a quick look at the chapter on digital marketing written by fellow CIPR social media panel member, Phillip Sheldrake.

It looks good. It nicely weaves a readable narrative about the origins and trajectory of digital marketing from the early days thorugh to current challenges for marketers while all the time offering practical insights. It's a pretty comprehensive chapter too, covering email, mobile, search and analytics.

It concludes with a really interesting take on the potential directons for the future of marketing. What I like is the way the information is kept top-line enough to remain plausible but granular enough to be useful.

It's also highly refreshing to see the 'Internet of Things' being raised as a theme - bringing the classically transactional world of marketing in step with a networked-services vision of the future.

My only - and frankly unjustified complaint - is that the chapter (and likely book) doesn't critically engage with the implications of some of developments. It's unjustified becasue it's a CIM textbook so unlikely to provide a deep critique of marketing and also because Phillip does reference the backlash against BT and Phorm in the section on digital data.

I'm also unconvinced of the book's bold claim it's able to predict the next 100 years of marketing - but maybe that's part of the marketing plan :)

 

Mark Hanson, RIP

Last week brought the very sad news of the death of Mark Hanson.

Source: Staniforth PR/Flickr

I didn't know Mark as well as others - our paths crossed within political and PR circles - but I did want to dedicate a blog post to put on record the fact that his warmth, generosity and wry intelligence touched my life as it clearly did so many more.

My condolences and deepest sympathies are extended to his wife, family, friends, colleagues and anyone else who knew him.

Mark's family have suggested that if anyone wishes to make a donation in Mark’s name they can do so here to MIND and Mayhew Animal Home.

NHS innovation through digital networks

I've been deeply busy of late and have a wealth of reading and blogging to catch-up on.

My first post, however, has to be this simply inspiring presentation from Dan McQuillan:

NHS innovation diffusion - from Deleuze & Guattari to Digital Movements

View more presentations from dan mcquillan.

I received some nice, creative outreach this week telling me about Getty Images new site, 27 Letters, that curates the latest cultural trends in images. 

The site aggregates content from about 250 mainstream websites and blogs that cover campaigns in everything from advertising to film to photography and sport.

Mel from OnlineFire has kindly created a neat infographic matching some of the site's current or emerging trends to the letters in my blog's title.

It then showcases emerging trends and provides some commentary on what they for the future of the creative industries.

Mel tells me that as the site grows, the idea is that it will be positioned to identify the ‘best of the best’ content from across all the creative industries.

Sounds like useful tool if you work somewhere like me. Worth checking out.

Speaking at Netroots UK this Saturday

Just a short post to say I'll be sitting on a workshop panel at this Saturday's (8th January) Netroots UK event: "A one day event to help network and inspire progressive activists working on the web."

It promises to be an interesting event with a host of great speakers and an even more interesting set of fringe sessions.

Officially the day is being organised to bring together hundreds of grassroots activists in central London for a day of workshops, discussions and networking with organisers offering the opportunity to:

• Hear from innovative and effective campaigns in other fields
• Make useful contacts with key people and organisations
• Get practical training in digital techniques and technologies
• Take part in the debate on the future of UK activism

But I'd go even further and suggest it looks as the event will do a pretty good job of cross-fertilising some of the more formal campaigning organisations with some other more loosly organised ones, e.g. UKUncut, Disabled People Against Cuts.

Add to the mix some important thematic sessions like activist security and international perspectives and there should be a heady brew of ideas for action.

I'm speaking on the Working with social media panel and plan on discussing how to use online networks to campaign.

Anyone going that fancies meeting up drop me an email or tweet!