Remember Sally Fields’ famous acceptance speech at the 1985 Oscars? “You like me! You really like me!” But what if we didn’t mean it?
One of the recent changes to Facebook has been a great expansion of the “Like” concept which, among other things, replaces the “Fan” concept. Yelp and other social networks have followed suit. At least for now, Zavee is still inviting shoppers to become “Fans” of merchants they haven’t yet shopped at and not just “Like” them. Why? Because we think that, on some perhaps subtle level, being a “Fan” implies a higher degree of emotional engagement than merely “Liking” someone or something. How substantial is that difference? It’s hard to tell. If you follow sports you might agree that there is a difference between liking a team and being a fan. If you follow the New York Mets or the Miami Dolphins you almost certainly do. At Zavee we are considering changing the “Fan” concept to something completely different – something that retains a high level of engagement but provides greater flexibility. More news to follow on that new feature.
One thing we didn’t think about when we were debating “Fan” versus “Like” was whether a lower level of engagement might make it easier for users to be less than candid about what they say they “Like”. Would people really do this? And why?
Starbucks Barista Badge from Foursquare (via pbende)
No less a social media authority than Robert Scoble says they would, and do. In fact, he says that
he has done that very thing. Why? Scoble says that it comes down to a fundamental truth about human nature: we present ourselves as we want others to see us. Since the pages, users and merchants we “like” become part of our public social persona, we can change that persona by changing what we say we “like”. If our tastes run to country bands and donut shops, but we’d rather be thought of as someone who prefers singer-songwriters and vegan restaurants, our “likes” can reflect that.
Is this a problem for smaller businesses? It might be. For one thing, advertisers tend to take us at our word.
Check in frequently enough at Starbucks and
you can win a discount off your coffee. Starbucks can’t tell whether you like the coffee, just how often you showed up. Clicking the Like button on Yelp for a bunch of restaurants gives rise to inferences about your preferences and behavior, and advertisers will target you accordingly. Providing a misleading social persona is just a waste of time for both advertiser and user, unless it’s being done as a form of
protest against behavioral targeting.
Like much about social media, behavioral targeting presents legitimate privacy issues, and they need to be worked out. However, if advertisers lose faith in the accuracy of consumers’ self-descriptions the effectiveness of social media for marketers is likely to decrease. For small marketers who are drawn to social media marketing by, among other things, its low cost and high effectiveness, this could be a very unfortunate result.
It’s probably true, as Scoble says, that advertisers have ways to verify, at least in part, the accuracy of the things we claim we like. But the deeper point is that the value of social media as a communications tool for users in the network depends in large part on the credibility of other users. A user who creates a false or misleading social persona may only lose personal credibility within the network, but if enough users do the same thing the credibility of the network as a whole may suffer. A recent paper about dating sites reports that deception in profiles is rampant. The paper suggests that one reason is that users understand what makes them desirable to potential mates, and create profiles to reflect those expectations. Dating sites like to advertise their successes, but they may have become just one more system to game.
Whether Zavee stays with “Fan”, changes to “Like” or goes in a different direction altogether, the principal means by which Zavee shoppers communicate the quality of their shopping experience is by writing reviews. It takes more effort (and commitment) to write a review than to click on a button, but that very fact gives proportionately more weight to the reviews and less to a simple “Fan” designation. One safeguard we put in place expressly to improve the accuracy, timeliness and fairness of reviews is for the system to accept a review of a merchant only if the reviewer has made a Zavee purchase at that merchant within 30 days.
We hope that social networks and their users develop means to limit the influence of false social personsas, not to protect advertisers but to protect the networks themselves and to permit them to continue to deliver valuable, relevant experiences to their users.
The Zavee takeaway:
- Once it becomes trivially easy to create a social persona, that persona may itself become trivial. The problem is that those personas are taken seriously, both by advertisers and by other users.
- It’s natural to present ourselves as we’d like to be seen, but invented personas can make the the network as a whole less valuable to users who rely on other users for timely and accurate information and opinions.
- Local businesses will suffer disproportionately if social media marketing loses credibility, because it’s a particularly attractive tool for them in an environment where conventional alternatives aren’t nearly as cost-effective.
Marketers have a legitimate reason for making the redemption process at least somewhat complex: preventing fraud. Fake bar codes and forged receipts are only two of the ways companies could be preyed upon if redemption were too easy. Moreover, some non-redemptions, or “breakage”, is attributable to 
