Paul Wallbank – Communications Professional
Comms, journalism and writing
The story of how hashtags came to Twitter shows the greatest barrier to the company’s success is its management.
Today Twitter celebrates the tenth anniversary of hashtags.
What’s notable about the story is how Twitter’s management thought hashtags were a ‘nerdy idea’
Twitter has been consistent in ignoring its user community despite every successful feature of the service coming from the platform’s grass roots.
It’s hard not to think Twitter’s greatest barrier to success is its leadership.
The New York Times proposes a reinvigorated comments section to replace its public editor. In some ways this is a return to the past.
The New York Times yesterday announced they will be abolishing their Public Editor role while opening up more of their articles to readers’ comments, a big shift in trends over the past decade.
One of the internet’s broken promises was how allowing the audience to comment would usher in a new era of accountability and democracy.
Sadly, it became apparent giving readers carte blanche opened a sewer of abuse, misinformation and libel. Faced with a whole range of risks, not to mention the psychological damage faced by staff members trying to engage with the public, most media organisations chose to be selective about the articles they opened comments on.
Now the New York Times proposes to re-open most of their articles to readers’ comments.
We are dramatically expanding our commenting platform. Currently, we open only 10 percent of our articles to reader comments. Soon, we will open up most of our articles to reader comments. This expansion, made possible by a collaboration with Google, marks a sea change in our ability to serve our readers, to hear from them, and to respond to them.
That the NYT is teaming with Google to enable readers’ comments is interesting – will the search engine giant be applying AI to the moderation or is this another attempt to pump life into their failed social media and identity service? It remains to be seen.
Also what remains to be seen is if removing the Public Editor role affects journalism standards at the Times. The position at the newspaper was established in the wake of the Jayson Blair scandal to oversee the organisation’s output and hold editors and journalists accountable for oversights.
In the era of social media and an empowered readership, the New York Times’ publisher Arthur Sulzberger now believes the Public Editor role is redundant.
The public editor position, created in the aftermath of a grave journalistic scandal, played a crucial part in rebuilding our readers’ trusts by acting as our in-house watchdog. We welcomed that criticism, even when it stung. But today, our followers on social media and our readers across the internet have come together to collectively serve as a modern watchdog, more vigilant and forceful than one person could ever be. Our responsibility is to empower all of those watchdogs, and to listen to them, rather than to channel their voice through a single office.
So the comments section now becomes part of the editorial process, it will be an interesting experiment.
In some respects, the New York Times’ embrace of social media feedback is a reflection of what many other organisations have done in other industries with ‘social listening’.
The theory is paying attention to what customers say online gives management immediate feedback, however practice has shown most organisations lack the internal communications systems to take advantage of this. It also appears most executives care little about what the public thinks of them which negates the ‘people power’ aspect of social listening.
If the Times can get this right, it will make the media outlet more responsive and effective. However history isn’t on their side.
The World Economic Forum’s Nicholas Davis on being an ‘industrial revolutionary’ in the digital age.
“The future isn’t pre-determined, technology doesn’t come from some outside force. It’s created by us. Some people have more power than others in that system, such as the big tech entrepreneurs, but at the end it’s people and organisations that have the power.”
Nicholas Davis, the World Economic Forum’s Head of Society and Innovation, was discussing at the recent Sydney CeBIT conference how we can take control of the digital economy and where workers fit into an increasingly automated world.
Technology and online platforms aren’t neutral system, Davis observes. “It’s not just about how we use them, but the values that are designed into the systems, technology is not just a neutral thing. During a conversation like this if I put my iPhone between us, it’s proven that reduces our memory of that discussion and our sense of connection.”
“The purpose of the technology, the design of it, affects us in different ways.” Davis says, “if we design technologies for addiction, if we design business models that involve us being sucked into systems at the expense of other things in our lives, then that is a value choice that companies make and that we as users are trading off in our lives.”
“In understanding that technology is not neutral then the question is how we, as revolutionaries have that political discussion? I don’t mean political like ‘Left’ and ‘Right’ but these are value decisions that we need to engage with.”
“The difficulties about having discussions about technology is not getting sucked into a left-right divide and letting one group of people own innovation, but to say what do we want, How do we get there and how do we avoid the mistakes of previous industrial revolutions where the environment suffered, kids suffered and vulnerable populations suffered.”
“One of the biggest problems is we don’t have regulatory or even democratic institutions where we can make collective decisions about technologies,” says Davis.
“The average AI researcher, at the top of their game anywhere in the world, would only understand a small percentage of the AI space. So how do you expect a politician or a voter, to come to grips with it.”
One of the key discussions missing in the public sphere is around automation and concepts like the Universal Basic Income, Davis believes. “We should have a serious chat about giving everyone the space to build up their skills.”
In the development policy, Davis sees growing inequality and applying last century’s thinking to today’s challenges as among the biggest risks facing governments and communities.
For business, the imperative is to recognise the effects of decisions on the wider community.
“The big thing for business is understanding the technology decisions you make have a ripple effect beyond your company, you need to look forward to new ways of value adding.”
Davis warns we are seeing a backlash against innovation and technology with concerns about privacy and security growing.
“So much of the world is build on their use of data. Most companies and organisations don’t have good data hygiene or ontology to classify their information. People say data is their greatest assets – some say it’s the new oil – but it’s also their greatest liability. So understanding information security at the board level is critical.”
For individuals, Davis believes the power lies with us in the choices we make as consumers.
“Don’t underestimate your own power, but also don’t underestimate that more and more products around us are designed to influence our behaviour in ways we need to be aware of.”
“In most cases, if the product is free then you and your data are the product, understand that and on what terms is important.”
“Understand the externalities of these services as well. Appreciate the effects it has on your family, your mental health, on the ability to connect is important. Being able to make conscious choices about these things.”
“Supporting open data standards and competition – not just accepting Android or Apple for instance – rather than allowing politicians and big business to fight over these things.”
So in Davis’ view being an ‘industrial revolutionary’ in the digital era is a matter of being an informed, and empowered, consumer. Will that be enough?
So far the internet revolution has disappointed the cyber utopians. But we live in hope.
“I stand before you as a failure,” was how I opened my presentation at the Talking Justice conference last weekend. “If I were giving this talk ten or fifteen years ago, I’d have described how the web and social media were going to usher in a new era of democracy and accountability.”
“Like most of the cyber utopians, I was very, very wrong.”
Basically we were wrong because we didn’t see how the internet would concentrate rather than diffuse power or the extent of how new gatekeepers and monopolies would be replaced the old ones.
My friends and I were not alone, in a somewhat rambling interview with the New York Times Twitter co-founder Evan Williams describes how “the internet is broken” and how he thought the messaging service could make the world better.
“I thought once everybody could speak freely and exchange information and ideas, the world is automatically going to be a better place,” Mr. Williams says. “I was wrong about that.”
Instead Twitter has become home to trolls, harassment and misinformation, something that saddens Williams and most of us who thought the web would bring about a more open and fair society.
Hope isn’t completely gone though, we are still in the early days of social media and the internet so the current trends may only be a transition effect as audiences, markets, regulators and the community get to grips with the new medium.
There’s also Amara’s law which states we overestimate the effect of a technology in the short run and underestimate the effect in the long run.
So it’s best to be a pessimistic optimist where one accepts in the short run things are dire but over time things will turn out well.
We can only hope.
Links for last week – from Apple’s child free campus and the NBN’s coffee machines to Elton John’s take on modern pop music.
Last week was an interesting time with an appearance before a Senate Committee and a trip to regional Victoria to talk about the media and social justice.
While busy, there was time to read some fascinating articles ranging from Elton’s John’s views on modern pop music, software lawsuits and early losses in the war on ‘fake news’ through to how the shiny new Apple campus boast almost everything for employees except a childcare centre.
Apple’s new 5 billion dollar campus is the realisation of Steve Jobs’ final vision. It boasts a hundred thousand square foot gym and an attention to detail that extends to the sand used to make the windows.
But it doesn’t have a day care centre, which gives a pretty clear message to aspiring employees – if you don’t have a stay at home spouse, something pretty rare in the hyper expensive Silicon Valley, then don’t bother applying.
Meanwhile in Australia, the government financed National Broadband Network is spending half a million dollars a year on maintaining its staff coffee machines.
While the money is small change in a project recent estimates put at costing $56 billion, it is emblematic of how far from its original purpose the vision has drifted.
The social media’s attempts to tackle ‘Fake News’ are failing dismally reports The Guardian as reactionary groups gleefully reshare and publicise anything flagged as such.
While it’s early days, this isn’t a good start for Facebook although it also illustrates how powerful filter bubbles are and the lengths people will go to spread their ideologies.
Lasts week’s ransomware scares will trigger lawsuits says Reuters, quoting several legal experts.
Unsurprisingly, it won’t be Microsoft who’ll be the target given their almost bulletproof terms and conditions but businesses who didn’t patch their systems could be liable.
Roger Ailes, the founder of Fox News and one time Nixon adviser, passes a few months after being ousted from the network he created.
Ailes personified the tabloidisation of the media as Rupert Murdoch applied the model which had worked so well for him at The Sun in the UK to newspapers and television in the United States.
Many blame the internet for the click bait, sensational model of modern news reporting but the pattern was well established by the time the World Wide Web came along in the mid 1990s.
Elton John weighs in on the state of pop music.
A Friday afternoon outbreak of ransomware dominated the week’s links along with the ethics of driverless cars and artificial intelligence.
Last week finished with a big bang as the Wannacry ransomware attack spread around the world with a curious twist which led one New York Times columnist to suggest software companies need to take more responsibility on security.
In the meantime the world goes on companies still struggling with the definition of innovation and Facebook crushing anyone who dares to try out-innovating them.
On a lighter note, Cary Grant spend much of his Hollywood years on LSD but it all turned out well and VentureBeat asks do humans have a role in a world run by Artificial Intelligence?
Is there a future for humans in a world run by artificial intelligence controlled robots? Venture Beat staged a panel in New Orleans that looks at where we fit into the automated world.
Ultimately the panel concluded, it’s up to us to make some serious choices. Something we shouldn’t leave to engineers.
Autonomous vehicles should give priority to occupant over passers by in the case of an emergency suggests a Mercedes Benz engineer.
Christoph von Hugo, Mercedes’s manager of driver assistance systems, probably hasn’t helped the development of autonomous vehicles with his comments but the ethics of driverless vehicles is a discussion we should be having.
Innovation is very simple, it’s about trying new ideas says Pete Williams, Deloitte Australia’s chief edge officer.
“You need ideas, they need to be new, new for you. If everyone in the world is doing something and you haven’t done it and you do it for the first time, you’re innovating. You’ve got to try stuff. Not just have new ideas, you’ve got to try stuff. Innovation is something you do,” he said.
British transport app Citymapper is to launch its own ‘popup’ bus service in London with the promise of a modern and user friendly operation. An interesting twist for a software service.
“There will be a large screen that shows riders where they are in real time, and what’s coming up on the route — similar to how its smartphone app works. And they also have USB charging ports.”
One the darling unicorns of the tech industry, Snap, reported its first results as a listed company and the results were not good as Facebook’s shameless copying of the service’s features takes its toll.
Sadly Facebook seems to be following the Amazon playbook of crushing upcoming competitors that refuse to be bought out. This is a part of a broader problem with modern American capitalism.
Security researcher par excellence, Troy Hunt, gives a full run down on the Wannacry ransomware and how to combat it.
Towards the end of his article he has a list of eight actions computer users – from major organisations to households can do to protect their systems. Depressingly these are exactly what the computer tech support industry has been telling people to do for the past twenty years.
An anonymous British IT security researcher realised the malware has a ‘kill switch’ – so he activated it. He does have an important message for computer users though.
“This is not over. The attackers will realise how we stopped it, they’ll change the code and then they’ll start again. Enable windows update, update and then reboot.”
One of things that might bring down an AI controlled world is insecure machines as Wannacry shows. In the New York Times technology commentator Zeynep Tufekci suggests we can’t stop the wave of attacks taking advantage of systems running out of date software and vendors need to take responsibility.
“It is time to consider whether the current regulatory setup, which allows all software vendors to externalize the costs of all defects and problems to their customers with zero liability, needs re-examination.”
Cary Grant got through his Hollywood years by microdosing on LSD claims a new documentary. When he retired from the movies he quit the speed and lived happily every after.
Interestingly, microdosing is one of the strategies used by today’s Silicon Valley workers to get by in their stressful and demanding roles. Some things never change.
Attempts to create hands off marketplaces fail as the realities of managing millions of users becomes apparent
Last week Facebook’s Mark Zuckerberg announced the social media platform will be hiring three thousand content moderators following a string of shocking incidents on the company’s live streaming service.
Facebook were the most successful of the generation of businesses promising algorithms and the user community – coupled with common sense – would act as gatekeepers.
That was handy for their business models, as the reduced administration costs would mean a much more scalable and profitable business.
Along with Google, AirBnB and Uber, Facebook found that relying on users’ feedback and their own algorithms wasn’t enough to cover the myriad of sins humans commit or one in a million edge cases which occur a thousand times a day when you have a billion daily users.
Even the biggest of the web2.0 companies, Google, found their core business being shaken as the limits of algorithmic advertising were explored and advertisers didn’t like where their brands were appearing.
Most striking was AirBnB who quickly found ignoring aggrieved landlords didn’t work when you’re a billion dollar company. Uber, Facebook and Google have similarly found the “we’re just an agnostic distribution platform” doesn’t fly when you’re boasting millions of users.
Which brings us to Freelancer, the labour sites were always problematic in this space as services are rife with ripoffs, misunderstandings and inexperienced operators – on both the seller and buyer side.
Another problem though which seems to be appearing is the advertising of adult services on this site, such as this advert which appears to be either an advert for a sugar daddy or a webcam performer – the mangled English makes it hard to tell.
Bizarrely a Freelancer administrator has removed some of the advert’s content but has left the post itself up.
Clicking on the related links brings up a whole range of strange projects including someone who needs a photoshop expert to insert an individual into sex photographs.
It’s hard to say whether these posts comply with Freelancer’s Terms and Conditions as they are the usual vaguely written screeds seeking to shift all responsibility away from the company which have become the norm with online services.
The reputational risk to Freelancer though is real, as company listed on the Australian Stock Exchange it has public investor base and, given its competitive market, it has to appear respectable to user – becoming a Tindr for adult performers – is probably not where organisation would like to be positioned.
Ultimately though Freelancer’s problem in this space is the same as most online platform services, the promise of negligible administrative costs is an illusion as managing a large user base brings up legal, regulatory, reputational and even political risks as Facebook is finding.
Like many of the early promises of the internet, the idea of a hands off platform where users do the work while owners sit back and pocket profits has gone. Where there’s people and edge cases, there’s risk and those profits may not be as great as they appear.
With misinformation rife on the web, services like Google and Facebook will have to do more to make their services more reliable.
Following last week’s US election attention has fallen onto the role of Facebook in influencing public opinion and the role of rumours and fake news.
The CEO of Facebook, Mark Zuckerberg, says claims that his company’s news feed influenced the US election are nonsense but, as Zeynep Tufekci the New York Times writes, the platform has shown in its own experiments that the service does influence voters.
Sadly misinformation is now the norm on the web given anyone can start a blog and post ridiculous and outlandish claims. If that misinformation fits a group’s beliefs, then it may be shared millions of times as people share it across social media services, particularly Facebook.
Facebook’s filter bubbles exacerbates that problem as each person’s news feed is determined by what the company’s algorithm thinks the user will ‘like’ rather than something that will inform or enlighten them.
Those ‘filter bubbles’ tend to reinforce our existing biases or prejudices and when fake news sites are injected into our feeds Facebook becomes a powerful way of confirming our beliefs, something made worse by friends gleefully posting fake quotes or false news that happens to fit their world views. If you click ‘Like’, you’ll then get more of them.
Over time, Facebook risks becoming irrelevant if the news being fed from the site becomes perceived as being unreliable
For Facebook, and for other algorithm driven services like Google, the risks in fake news don’t just lie in a loss of credibility, there’s also the risk of regulatory problems when news manipulation starts affecting markets, commercial interests or threatens established power bases.
The fake news problem is something that affects the entire web and its users, for Facebook and Google it is becoming a serious issue.
Workplaces by Facebook is the social media giant’s push into the enterprise computing market. Its success isn’t assured.
Workplaces by Facebook was is the social media giant’s enterprise collaboration service it hopes will put the company into the enterprise space.
Like many similar products, the service is aimed at improving collaboration in the workplace. As the media release gushes, “the new global and mobile workplace isn’t about closed-door meetings or keeping people separated by title, department or geography. Organizations are stronger and more productive when everyone comes together.”
On first impressions, Facebook should score some successes with the service however it’s success is far from guaranteed. As we’ve seen with other major company’s attempts to open new products, being the deepest pocketed player doesn’t automatically ensure a successful product.
A common assumption when a behemoth enters a martketplace is will simply smother smaller competitors by virtue of its size.
History shows this not always the case, Facebook itself thrived despite the huge threat posed by Google+, indeed Google is probably the best example of a large corporation that struggles outside its core business.
Part of the reason for the idea of big companies easily squashing the little folk being a fallacy is that the smaller companies are more focused on their problem – for a corporation the division is one part of a broader operation run by managers, not owners.
In such a marketplace, execution and management focus matter so Facebook’s success will depend as much on executive buy-in as the resources thrown at the product.
A notable thing about Workplaces by Facebook is its partner network, led by Deloitte. This is not a good sign.
The need to have consulting partners – particularly huge and expensive companies like Deloitte – is not an encouraging sign for the nascent service and may be a barrier towards adoption.
A separate issue in Deloitte’s involvement is how cloud services, which we include Workplaces by Facebook, are buddying up with the major consulting firms with everyone from Huawei to Oracle entering arrangements. While this might help partners squeeze a few more pennies out of their hapless clients, it’s doesn’t seem to be in the vendors’ or customers’ interests.
What happens to users’ data is a perennial problem for Facebook and it’s notable this issue isn’t mentioned in the announcement.
Facebook’s success shows consumers are relaxed about how the company uses data but that attitude may not be shared by managers and business owners.
The proprietor of one reasonable sized startup said, “I have a slight concern about giving Facebook any access to my company information. Whilst it has been fine from a personal perspective I feel the trust level is not strong enough to warrant handing over access to, effectively, everything.”
Overcoming that objection may be one of the biggest challenges for Facebook being accepted as an enterprise tool.
Facebook’s push into the enterprise isn’t surprising and indicates that as the company matures, something more than the advertising funded consumer market is needed to drive its growth.
That consumer background is a strength for Facebook as the consumerization of enterprise software is an established trend. Having an interface and tools that are familiar to most staff is very attractive to managers looking at introducing new platforms with the shallowest possible learning curves.
However the ultimate question is what need does Workplaces by Facebook address? There’s no shortage of collaboration platforms that offer most of the futures offered by the platform.
If Workplaces by Facebook does address a genuine need in enterprise workplaces and the company’s management can maintain its focus on the product then the service may be a success. That isn’t a given though.
Lying about advertising figures only underscores how Facebook isn’t the salvation for advertisers and publishers’ old business models.
The advertising industry is in trouble, as consumers’ eyeballs move from broadcast mediums to online services, the wildly successful Twentieth Century business model that drove the radio and television industries is dying.
One of the biggest hopes for advertisers, and publishers, was social media would be the salvation of their mass market model. Facebook continues to prove it isn’t the messiah with the Wall Street Journal reporting video viewing figures have been inflated for the past two years.
Coupled with the recently announced shift away from publishers Facebook is increasingly showing any hopes of replicating the broadcast media model on social platforms is doomed.
So it isn’t surprising advertisers are angry at Facebook for mis-stating its figures although a cynic would suggest those inflated statistics helped drive its video service over competitors like YouTube at a critical time.
Whether Facebook’s actions were deliberate or otherwise, the service’s misleading behaviour only underscores how publishers and advertisers are struggling to find ways to translate their business model to an online world.
Proctor and Gamble’s decision to focus on Facebook is bad news for media and smaller websites
Consumer goods giant Proctor and Gamble has announced they will be dialling back their targeted advertising on Facebook, as they discovered being too precise turns out to stifle sales.
It turns out that big companies need scale, not precision, so to grow sales they need to be engaging with more people and not restricting their message to niche groups.
Given the different natures of businesses it’s not surprising to see strategies that work for one group fail dismally for others, but it’s interesting how targeting turns out not to work so well for mass market products.
The losers though in the P&G story are smaller websites as Wall Street Journal quotes the company’s Chief Marketing Officer as saying they will focus more on the big sites and move away from niche players.
Mr. Pritchard said P&G won’t cut back on Facebook spending and will employ targeted ads where it makes sense, such as pitching diapers to expectant mothers. He said P&G has ramped up spending both on digital sites and traditional platforms. One category the company is scaling back: smaller websites that lack the reach of sites such as Facebook, Google and YouTube.
Again we’re seeing the early promise of the web failing as economic power continues to be concentrated with a few major platforms. This is also terrible news for media organisations as big advertisers – P&G are the world’s biggest spender – focus on a few sites and increasingly ignore local or niche news publications.
There’s also the quandary of where the content that Facebook’s users share will come from, with the advertising shifting away from media companies – new players such as Buzzfeed and Huffington Post as well as the old established mastheads – to Google and Facebook, there’s less funds to create interesting and shareable stories.
P&G’s move is very good for Facebook’s and Google’s shareholder but the future media models still seem a long way off.
An Arab Spring seems to have come to the US Congress as members occupy the chamber and stream their own video footage.
It seems the Arab Spring has come to the US Congress where Democrat representatives protesting the house’s refusal to vote on gun control legislation have occupied the house.
House speaker Paul Ryan, a Republican, ordered the chamber’s TV cameras to be shut off but the occupying members responded by streaming their own media feeds through Facebook and Periscope.
Once again we’re seeing how new media channels are opening up with the internet. While they aren’t perfect, they do challenge the existing power structures and allow the old rules to be subverted.
