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Facebook has one again issued changes to their privacy policy that is pissing people off. At this point, I’ve pretty much come to accept that facebook has respect for their users, or their valuable networks, data, and attention they provide. There are a whole series of proposed changes, which are outlined wonderfully by TechCrunch and the ACLU, some of which sound positive and useful. However, it’s the really exploitative and heinous ones that have been getting the most traction.

At the center of this round of facebook privacy controversies is the new “enhanced pages” which allows third-party websites, approved by facebook, to access your public information and your connections — what you like, how you identify yourself, and who your friends are. In fact, Facebook will happily share with external websites of their choosing anything shared under your “everyone” option, which of course, is the default setting.

“Public” doesn’t mean “Property of Facebook”

This is the distinction that gets made again and again and again. “Public” is about sharing, about contributing and giving access to a larger community. Nowhere in the many definitions of “public” does it characterize something that can be taken from the public and redistributed to a select group for private profit.  Facebooks actions aren’t about making information public, they’re about making information theirs.

This is why in these cases, privacy can be a misleading battle-cry. The controversy isn’t just about access to our information and data. It’s also about our ownership of it. Much of the response-rhetoric whenever these privacy issues arise tends to be some variation of “well, if you didn’t want it shared, you shouldn’t have made it public.” In some ways, this is true, and it’s a deeper media literacy issue.

But in another way, this is total bullshit. It’s an excuse that conflates making something public to handing something over as property of Facebook to use and profit from as they like. There’s plenty of things I share with friends, and plenty I’m happy to share with strangers, but at the end of the day these are still my things — my networks, my data, my work and labor, my time — and I should have more control over who gets access to use of what. When I share my information, it still belongs to me in part, and I still have some say over it. What facebook is proposing isn’t sharing — it’s straight-up taking. It’s facebook claiming sole ownership over user data and pimping it out to the highest bidders.

In my white paper on Locating Value in Spreadable Media, I cite instances like this as indicative of a tension between economically-driven exchanges and socially-motivated ones. Facebook is thinking in terms of economic exchanges, which as discrete. It provides a service, users hand over data, and now they have the service and facebook owns the data to do with as it likes. However, facebook’s users believe themselves to be involved in a social exchange, which is ongoing. Social exchanges are like sending Christmas cards — you wouldn’t send 10 cards to someone and consider yourself covered for the next 10 years. The exchange is just a symbol for an ongoing relationship. In this case, that means users continue to contribute value so long as facebook continues to respect the relationship. The social exchange model makes more sense here, especially because the value being provided isn’t discrete. Facebook does have a lot of data now, but the real value in the data (and the attention provided by users) is that it’s ongoing, changing, and developing. So facebook needs to keep the relationship alive.

But how is it different from “spreadable” media

In the report on spreadable media that I co-authored with Prof. Henry Jenkins, Ana Domb, and Dr. Josha Green, we lauded the ability of individuals and communities to wrest control over content and meaning from producers. At the surface, Facebook’s appropriation of user data for their own goals echoes that of, for instance, fans remixing and sharing content to express their social relationships and tastes. But there’s one huge difference: facebook is in a position of structurally determined power in relation to their users. In layman’s terms, it’s simply this: Facebook’s acts are top-down, spreadable media is bottom-up.

As a bottom-up process, spreadable media operates through plenitude — any act of spreading doesn’t undo or prevent other acts of spreading. Spreadable media allows for differing opinions, motivation, and types of value. On the other hand, facebook sharing your data is an act of economic and institutional control — they determine who has access, and how, for everyone. This doesn’t leave room different forms of use and disregarding the diversity of user-motivations and social networks that make the facebook community as rich and popular as it is. In spreadable media, you can always add more content, more layers of meaning, more routes of circulation to reflect your goals. In Facebook’s approximation, you can believe their ideology about what the internet means and is good for, or you can just not participate. This kind of put-up or get out attitude is the antithesis of spreadable media, which is about creating more options, more meanings, more ways for people to shape and share their identities. Facebook is offering only one way — the one that makes them the most money.

Disrespecting Social Worth

Facebooks controversial changes are always opt-out instead of opt-in not because Facebook doesn’t know better. They know full well that it’s more respectful and responsible to make drastic changing involving sharing personal data opt-in. They make it opt-out because facebook hopes you don’t know any better. That is, they’re hoping to exploit anyone who may not have the knowledge or time to keep up on what their changes really mean.

It’s pretty clear from Facebook’s actions that they expect people to fall in line because they’ve become so ubiquitous. And it’s true — a lot of people will overlook the offenses because it’s just such a hassle NOT to use facebook these days. Some of my notifications started getting filtered into my spam folder without my knowledge a couple of weeks ago and I was amazed how many events and correspondences I missed, how many of my friend I unintentionally ignored. But there’ll be a limit. It may not be this, but it’ll be something and sooner or later, facebook need to start recognizing the value that their users are providing. They need to stop thinking of themselves as simply providing a no-cost service, and start considering the fact that they’re in an ongoing social transaction with their users, with implicit social contracts that have to be respected.

What’s more, with every move to unabashedly profit from their users without any consideration or respect, Facebook tips it’s hand — the more they scramble to make money off their users, the more they reveal to their users how valuable they are. And before long, many of us are not going to put up with facebook profiting off that value without valuing and respecting us in return. So, the bottom line: shape up facebook, and stop being douchebags. The party’s almost over.

I wasn’t able to get a blog post up earlier this week because I spent Tuesday and Wednesday with the Henry Luce Foundation’s fellowship selection board (and Thursday catching up on all the sleep I didn’t get Monday and Tuesday night). But I wanted to get something up so a handful of scattered, poorly articulated thoughts ahead:

Recursive Thinking

It was a refreshing break in perspective from the marketing/advertising/media/consumer culture world. The selectors were astonishingly accomplished individuals who hand strong hands in international politics, policy, development, finance, and so forth.

The questions I was asked over the course of two days were provocative and unlike any that I’ve dealt with from corporations or colleagues. After all, here were people who knew tremendous amounts about culture, media, politics and the world at large, but not about what I knew about. And it made me realize how insular our world can become, how easy it is to find ourselves shaping discourse exclusively with those working from a shared set of assumptions, and how much that might potentially hinder new thinking.

It seems reasonable to want to step back from the building recursion of conversations and interrogate some of the fundamental assumptions. Not just popular opinions that have been taken as fact but ideas so deeply a part of the very structure of thinking around new media that they’ve become naturalized. One of the questions I was asked is that if I were consulting with a company that wanted to bring a new product to Asia, what would be my most crucial and fundamental piece of advice? I gave a number of examples and talked around it a bit, but the core of my answer was simply this: that thing that you think you most know, the most absolute conviction you have — let go of it. If you can’t make room for your own ignorance, you can’t begin to rectify it.

So what’s the most fundamental, unquestioned assumption about new media? What immediately came to mind was first that new media is new and more to the point, that it’s what’s changed that strive to understand if we are to anticipate what’s to come. As a long-standing CMS tenant, there is as much continuity in media (and media use) as there is rupture. There is, it seems, as much to be learned from looking at what hasn’t changed, the habits and behaviors and desires that have endured across technological development are what can point us how technological change will be adopted and adapted. For instance, we think of fanservice — media producers following conversations about their properties online and then changing scripts in response — as relatively new, afforded by online forums and blogging. But fanservice has been the very foundation of the monolithic Northeast Asian idol industry since the 1960s, and before that, Arthur Conan Doyle brought Sherlock Holmes back from the dead due to fan response. And looking at what remains the same can give us insight into what has changed: after all, the re-emergence of fan service in broadcast media can be attributed to the fact that we’ve come back to a point in which media production technologies and consumer technologies are matched in speed.

Another problematic assumption we’ve come to rely on is that the new is desirable. There’s such a focus in industry now on early adopters and the “bleeding edge” (and honestly, did no one think that metaphor through? You have to cut before you bleed, so the bleeding edge is actually just a bit behind the cutting edge) that there’s a tendency to assume a “wired” group who “gets it” and everyone else and that it’s the former that’s engaged and informed. Too often the assumption is that not everyone has adopted a technology simply because they’re behind and will sooner or later catch up and fall in line. But this perceived lagging group includes people like those that I met with on Tuesday and Wednesday who no doubt wield greater influence in the affairs of the world than any social media guru can ever dream of. Why aren’t we thinking more about their media use (or lack thereof)? Why aren’t we giving deeper consideration to how they use these tools, which tools they consider valuable, and how they might reshape the way these tools are used when they do decide to join in? In focusing to narrowly on new media culture, do we run the risk of dismissing culture at large?

Over the past few years, I’ve written countless times about brands and online communities and through it all there’ve been several concepts and principles that seem to crop up again and again. It seemed about time to lay out the most basic and general principles more systematically.

Brands and Communities: 3 Core Principles

Brands understand the value of online communities and the power of social media in making sure a brand isn’t just a product, but a cultural resource and symbol. Online communities are one of the best ways to get to know your consumers, deepen loyalty, and broaden a brand’s cultural and marketing reach.

But building a community that is loyal, ef?cient, and real is about more than just getting talked about. It’s about more than just having a Facebook page, or twitter followers, or blog comments. It’s about fostering real engagement by understanding how communities work, how they use technology, and what kind of contribution
the brand can bring into the mix. In short, in thinking about

1. Courting (not creating) communities

Many brands, when building a social presence online believe themselves to be in the business of creating communities. But a brand’s community isn’t a coherent entity with the singular goal of promoting the brand. While an online community can certainly act as a full-throttle promotional team, they do so because being part of the community serves a variety of individual purposes.

Brands, therefore, must thinking of themselves as courting communities. The digital world is densely networked and no consumer is an island. They’re a part of active communities that have their own interests and goals. Brands have to ?gure how to make themselves of value to these communities if they hope to integrate themselves and build strong ties.

Find where your communities are and listen, learn what tools they use, what content they ?nd compelling, what tone they converse in. Find out what matters to them, learn from what they do, and how to participate on their terms. Only then can the brand build the trust and understanding it needs to cultivate a strong community. Look to key community members and get them to be intermediaries for you. They know better than any marketer how to speak to their own communities.

2. Be the means, not the ends

Brands can build strong communities by becoming the connective tissue between members. In a recent Harvard Business Review article, Fournier and Lee state that in brand communities “brands are a means to an end, not an end in itself” (Fournier and Lee 2009). This seems simple enough, but it’s a misstep many brands make when the ask “how can we get people talking about us?” or even “how can we get people talking to us?”

The simple answer is that you don’t.

Brands build communities when they get people to talk through them, about and to one another. In a rich, lasting brand community, brands are the tools of communication, not the subject. It might seem counterintuitive, but acting as the connective tissue, brands can build deeper and more lasting relationships with their consumers because it integrates the brand into the rich social relationships consumers form with one another.

3. Cultivate, don’t control

One of the strongest instinct marketers and PR ?rms have when dealing with communities is to control them. No one wants people to say bad things about the brand, so there is an urge to stamp down con?ict or “misuse” of just negative feelings. However, trying to control conversations and opinion will only generate distrust and resentment. Instead, see con?ict as an opportunity to engage in conversation and get valuable feedback.

Be transparent in all your interactions in the community. Efforts to hide intentions, obfuscate mistakes, or redirect blame when con?icts arise will only fuel the ?re. Online communities operate on collective intelligence — you might be able to fool one person or even most, but you can’t keep things hidden from large communities, all working together and sharing labor and information. Transparency fosters trust, good-will, and can turn dissatisfaction into an opportunity to change minds and improve relationships.

I recently stumbled across a post on tomatonation.com regarding the controversy surrounding prominent mommy-blogger Shellie Ross’ decision to tweet about her son drowning. I had heard vaguely about it previously and dismissed it with a long-suffering “oh lord, the internets” eyeroll, but the tomatonation piece make me think about it a little more closely.

Putting aside the impossibility (yet sad inevitability) of judging someone else’s grief, it doesn’t make sense to demonize any one channel of communication as wholly unfit for one type of information and not others. Technologies are anything but innocent of social power, but they also don’t come with predetermined regulations of use. But if we look at Madison McGraw’s now infamous backlash against Shellie Ross, it becomes clear that much of vitriol comes out of a sudden conviction that tweeting — that online activities — encroaches on the real life duties of motherhood.

In other words, the backlash is symptomatic of our contemporary crisis between public and private life, yet another flare-up of a long-brewing technology-triggered moral panic like the ones that have accompanied the development of everything from motion pictures to railroads. Once private acts can now bind us with networked publics, and public events come ready-made with backchannels of private communication. Twitter, and other social media technologies, are generating increasingly contested contact zones between the ideological bravado of the public sphere and the deep intimacies of the domestic one, a digital borderlands where it is becoming harder and harder to differentiate one from the other. And it is becoming harder and harder to accurately anticipate what things are best kept to ourselves.

Moreover, Shellie Ross’ tweets became the focus of such vicious backlash not only because it transformed one of the most deeply domestic acts — child rearing — with a very public one, but also because we are culture for whom public displays of mourning, however abbreviated, remain significantly taboo. Even now. Or perhaps especially now, as technological advancements and wonderous gadgets reassure us of our progress, our ever-increasing forward momentum. And it is disconcerting to see these things as an outlet for something as gear-halting as simple grief. Mourning seems the ultimate recursive loop.

But consider: we humans make sense of our traumas and delights by calling them out, giving them the names and reasons needed in order to share their burdens with one another. In that light, perhaps twitter is an appropriate vehicle for grieving after all. Its limited space gives us the freedom to articulate our distress with whatever utterances we can salvage from the wreckage, however mundane or superficial, and verify that we continue to exist even as someone else does not. And its publicness may remind us, crucially, that though our lives have suddenly grown unimaginably smaller, we are still not yet entirely alone.

TechCrunch reported this morning that YouTube has added two new video-blocking features to their arsenal for sponsoring partners.

Youtube's new blocking features

The first is a button that allows to easy blocking of duplicate content. By selecting it, partners can automatically block other users from uploading another version of the same content. The second is a geo-blocking tool that effectively allows partners to choose where each video can and can’t be seen based on geopolitical borders (or, more importantly, geographic markets).

While I understand that the move is meant to appease anxious copyright holders, the whole thing still leaves a bad taste in my mouth. These new features might make who has access to content and the context of viewing much easier to control, but doesn’t address the question of what the control is good for in the first place.

The entire point of posting content on YouTube is to get it viewed, linked to, circulated. To generate buzz, conversation, to insert it into popular cultural discourse and make it spreadable. And, simply put, things can’t become spreadable if you don’t let people spread it.

In the paper If it Doesn’t Spread, it’s Dead which I co-wrote with Henry Jenkins and my C3 colleagues Ana Domb and Joshua Green, we explained that content doesn’t spread itself like a virus. Rather, people pass it to one another to communicate things, and in doing so, often have to replicate, repurpose, and reframe the content. However,

Such repurposing doesn’t necessarily blunt or distort the goals of the original communicator. Rather, it may allow the message to reach new constituencies where it would otherwise have gone unheard. C3 affiliated researcher Grant McCracken (2005) points towards such a model when he suggests that the word consumer should be replaced by a new term, multiplier, to reflect the fact consumers expand the potential meanings that get attached to a brand by inserting it into a range of unpredicted contexts of use.

By blocking duplicate versions, content creators are in fact potentially subverting their own interests, blocking out the potential for new markets and constituencies and hindering enthusiastic content promoters that could help broaden their audience.

Moreover, as I found in my research on the rich online circulation community around East Asian TV dramas, with the sheer scope and volume of content available online, even in a niche subject, sites of third-party aggregation and curation are crucial nodes in the circulation process. With the amount of content available, consumers need these site to help filter and organize content according to their interests, and copyright holders can’t always anticipate what the affinity categories might be. By not allowing people to duplicate and curate content, they’re crippling a key activity that helps promote their content.

And finally, nothing makes less sense than geo-blocking. Timed releases into international markets is an invitation for rich unauthorized markets to rise. The transnational flow of media is more and more in hands of audiences. People are coming together to select, reproduce, and distribute the not only collective, but radically collaborative imaginaries that they inhabit. And it’s changing the way media control works, and no one-click feature is going to stop that.

A recent article in Ad Age Mediaworks discusses the success of more “conventional” shows like the new NCIS spin-off, NCIS:LA, noting that broadcast networks are shying away from “clever, unique concepts that drive buzz and conversation” and opting for clones of successful programs as a safer bet for ratings. One part of the article caught my eye in particular. CBS-entertainment president Nina Tassler explains in the article that “Because ‘NCIS’ has such a loyal following, you really have to respect the viewer and stay very close to the original brand,” which makes sense.

What makes less sense to me, however, is that respecting the viewer and the original brand meant “Taking the cookie-cutter route,” at least at first, though there will eventually be  “some degree of originality and creative choice-making,” presumably once the spin-off has cemented its own following.

The Lure of Industry Lore

This me thinking back to the discussion on “industry lore” at the kick-off plenary panel at Media in Transition 6 last year, where the panelists discussed the prevalence of executive decisions based on what the industry makes broad presumptions about what their audiences want without thoughtful consideration as to why. Knowing who is watching what doesn’t give enough information for insight as to what people are watching for and why. Without that, all you know is that X number of people — sometimes of a certain type — like something. This is what leads to the “cookie-cutter” logic — you don’t know why they like something or what specifically they like, so your best bet is to duplicate the entire thing.

All of this speaks not to a lack of imagination on the part of producers, or a lack of taste on the part of audiences. It speaks to the growing insufficiency in how we measure and analyze audience engagement. Ratings and demographic data are important, but they’re not enough to understand the ever-changing, ever-fluid audience formations that we are witness to. Moreover, they inspire industry lore — that women watch soap operas, men watch pro-wrestling, ethnic and racial minorities watch programming featuring ethnic and racial minorities, etc — and shut out potentially rich new audience markets that can’t be anticipated. This is something I realized in my research on East Asian television fans online, when I asked why it was that while network offerings such as AZN struggled and eventually failed, the fan-driven distributors online were flourishing. While the answers are considerably more complex, deep at the heart of it was this: fan-driven circulation catered to the audiences that existed, while industry efforts catered to an audience that they imagined should exist.

Audiences in the new media landscape audiences are more participatory, interacting and forming communities with one another, which in turn makes them unimaginable in two key ways:

Audience Fragmentation, Fluidity, and Diversity

First, they are increasingly impossible to define along any single vector of identity. Demographic information such as gender, class, race, and so forth are still relevant, but we cannot let them limit our interpretation of the audience from the outset. As Sonia Livingstone points out, “[i]n the new media environment, it seems that people increasingly engage with content more than forms or channels – favourite bands, soap operas or football teams” (2004: 81), so that communities are formed around shared tastes rather than social determinations, resulting in groups with diverse backgrounds and motivations.

In short, knowing who your audience is doesn’t tell you who they are as an audience member. We take on different identities as participants in different activities. This is why I continue to emphasize the need to think about audienceship instead of audiences, about what viewers do and how they engage, rather than whether they’re a 45-year-old suburban housewife.

Audience Visibility

Second, the activities of audiences and fans online are now so radically visible that we no longer have to imagine them. We no longer have to guess at why people watch things and what they watch for based on quantitative data. We have access to rich reserve of qualitative information with just a few clicks. The audience may be, as Livingstone puts it, a “moving target,” but at least it’s a target that we can now see and track in ways we couldn’t previously.

These concepts apply strongly to brands as well, where it is similarly not only important to know who your consumers are, but how they use your brands, and what your brands communicate to and for them. Brands and media properties, like technologies, are tools and resources of communication. As such, we must understand not only who uses what, but the methods and motivations for use.

Of course, taking the time to understand audiences and consumers in this way. It is of course both easier and safer to just reproduce a working model. But we shouldn’t act as if there are no other options.

As the summer winds down, it’s time again to start gearing up for the Convergence Culture Consortium (C3)’s annual Futures of Entertainment Conference. This November 20th and 21st will be the 4th installment of our biggest and most public event, featuring key thinkers from across industry and academia, hashing it out on a range of pressing topics about our shifting media landscape and where it’s headed (and why, and how, and what we can do when we get there).

This time around, we’re cycling back to a featured topic from our first ever Futures of Entertainment (and a much-beloved subject of C3 in general): Transmedia.

Since our first conference in 2006, transmedia has gone from an emerging form to an industry buzzword. The term and the form have both inspired significant developments, expansions, and confusion. Given that, we decided to devote an entire day to discussing various aspects beyond simply defining it. He hope both to dig deep into the nuts and bolts of how to build and sustain transmedia experiences as well as pull up and reexamine some of the larger implications of the form, how it has changed and grown, and what it’s value is now and in the future.

Our second day will cover other topics that are part of the Consortium’s core interests, such as fan activism, new media business models, and the ever-changing relationship between platforms, communities, users, consumers, producers, and brands.

Be sure to check out the official website for updates and details, and follow as at Futuresof on twitter.

For those who haven’t had the opportunity to join us before, be sure to check out videos, liveblogs, and panel descriptions from the previous years: FOE1, FOE2, FOE3 and at the C3 Blog.

This was originally going to be a globalization/delight post, but then I realized that the thing I was going to write about was in fact a great example of a key point from my recent post on Youtube Vloggers as brand ambassadors about how fans are your best intermediaries and translators.

Take, for instance, this amazing post doing side-by-side screencap comparisons of the Japanese drama Hana Yori Dango and the popular US show Gossip Girl:

Title image from Mojo Kingdom's Hana Yori Dango/Gossip Girl post

The entire post consists of dozen of these comparisons (by my rough estimate, totaling some 200+ meticulously captured stills), paired with incisive, witty commentary explaining just how these shows are similar.

What is striking is that the basic plotting, structures, themes, and characterizations in the two shows are not really that similar at all, once you get past the fact that both are about a troupe of obscenely wealthy, good-looking young people doing a lot of improbable things and sometimes attending — but not so much actually learning anything at — their elite private schools. But a fan of both shows is able to pick out the minute (and totally absurd) specifics — like the mean girls’ headband proclivities, shoe-related food drama, the fact that both shows have a psycho girl who likes to roofie people  — to the deeper discourses that resonate between both shows that wouldn’t been picked up by casual viewing. Not only that, this particular fan engaged in an incredibly time-consuming and labor-intensive feat in order to share of of this in an effort to recruit more fans.

There’s a good chance that Gossip Girl producers would never have known about Hana Yori Dango fans, let alone anticipated them as potential fans for their own show. The same goes for the producers of Hana Yori Dango. But a quick glance at the comments show a number fans of one show vowing to start watching the other. In other words, because this particular fan understood both the shows and their audiences and the nature of how they engaged as fans, she was able to scaffold interest across the two groups by appropriating and reframing content from the shows.

The lesson learned here is a fairly simple one: give you fans the tools — access to content to remix and reuse — and they will help grow and spread your property into communities and audiences that you had never anticipated.

Recently, three major music download and streaming sites underwent significant changes in their payment model and service offerings in response to revenue demands, causing a stir amongst their respective user-bases.While a simple logic of “give them what they want” when it comes to how to court communities would be nice, it doesn’t always hold in the reality of the marketplace, where these sites have to stay afloat abover operation costs and content-provider fees and so forth. The way they handled the changes they had to carry out, however, gives us insight into how to (and not to) address your customer base when getting ready to take away privileges and features while demanding that they fork over more money.

[Image licensed under creative commons from dhammza]

What they did

Emusic started out as an indie music subscription site, charing users a monthly fee in exchange for a limited number of MP3 downloads and building a user-base of independent music fans. At the beginning of this month, the site signed its first major label deal with Sony and consequently enacted a series of changes that disrupted the value of the site: they raised subscription prices while getting rid of many features it’s users had become accustomed to, such as the ability to re-download songs they’d already purchased. While such changes might seem a reasonable response to the financial climate and changes in the market, the fact they coincided with the service signing it’s first deal with a major label resulted in what Mike Masnick at Techdirt dubbed a “PR Nightmare,” which the site reportedly tried to address by deleting negative comments.

Imeem pulled a similar stunt, announcing on June 25th that users would have 5 days before all of their uploaded content would be deleted, since Imeem was “simplyfying” the service to no longer include user-uploads. The move felt ironic for a site that claimed to be the world’s largest “social” music site, especially since it disrupted the activities of fanvidding, political remix, and other transformative/remix video communities that had been some of the most active proponents for the site.

What they did wrong

They weren’t transparent
As Masnick points out over at Techdirt, when making changes that take away features and increase cost, it’s probably not a good idea to pretend that you’re doing it for your customer’s benefit. But that’s exactly what both Imeem and Emusic did, sugar-coating the changes under the guise of “simplifying . . . to make it even easier for you” (Imeem) and making deals with major lables and raising prices to give customers “more of the good stuff” (Emusic). The old PR, let’s-spin-this-in-the-best-light tricks don’t work when all your customers have access to information about your practices and polities and, more importantly, are able to publically talk to one another about what you’re doing. PR like that works in an environment of media control, which the internet emphatically isn’t.

They had no idea who their users were and what they wanted
Due to the lack of transparency, many users on Emusic believed that the changes were a direct result of the new partnership with major label Sony. This made Emusic’s claim of “more of the good stuff” an even bigger blunder since most people using Emusic were interested in independent music, not major label material they could get elsewhere. Emusic did damage to its own street cred and brand value by not understanding their user-base’s tastes, while alienating them with their service changes. If you’re going to make a claim of changes that will make your service better for your users, you had better have a good idea of why and how they use your service. Otherwise, you look out of touch or — worse yet — like you don’t care.

They blatantly showed that they cared more about ROI than building solid customer relationships
That “worse yet” was what Imeem stumbled into, by justifying their changes saying, “simply put, there’s no ROI in UGV,” which showed quite unambiguously that they cared more about the bottom line than their actual users and customers. This lead the Elisa at Political Remix Video to respond: “We feel this is an insult to the vidding and other photo/video communities that helped build imeem as a service. We think that to simply jettison user generated creative works in this way due to profit margins is shameful and abhorrent.” Imeem blatantly ignored a significant (if not in numbers, then in visibility and activity) portion of their community, essentially calling their work worthless. Video remix communities may have not generated as much advertising revenue directly, but they certainly raised awareness and promoted the site, helping build the site’s user-base, the impressions that advertisers are paying for.

The bottom line is pretty simple, I think. Every company has to face the reality of generating sufficient revenue to move forward, and most users and customers understand that. Be transparent about your needs, but be respectful of theirs, paying close attention to which services they value. These socially-driven sites are not build just on content, they’re built on the users who provide labor, attention, reputation, and their own networks that make these sites viable. If you let your monetization model alienate your user-base, pretty soon, you won’t have all that much left to monetize.

I was all set to run a Globalization/Delight post to ease into the holiday weekend, but was instead blind-sided by this promotion for the latest LG Cyon phone — Black & White — in Korean markets:

In case you missed it: yes, that is two white people, one of whom is in full-body black paint. The print images accompany a video, which features the two models in various sensual poses and that strapline “a new skin.”

I want to keep my comments on this brief because it would otherwise turn into a very involved discussion of global media and constructions of difference. I would also preface my following remarks by saying that though this campaign is highly problematic on several levels, I would also not say that it’s unproblematically racist in that I think there are a lot of very complex and entangled issues surrounding race, nationality, multinational capitalism, sexuality and desire, and so on that would require unpacking. But for the moment I’m only going to talk about the part where it’s racist.

The blackface alone is racially problematic enough, but paired with the strapline of “a new skin,” it does a nice double whammy of both naturalizing whiteness (as what which is “underneath”) and suggesting that embodied difference (and the attendant structures of power involved) are a mere matter of “skin”. It is, if nothing else, rather efficient.

I came across this ad via this post, which makes very good points about LG’s multinational status, as well as the specious and patronizing nature of cultural-relativism arguments (ie — but it’s Korea, they don’t have a lot of black people/history of encounters with other races/etc). I do, however, disagree strongly on one point, wherein Turnbull suggests that we should give more weight to the fact that racism was not the central intent of the promotion:

“I’ve possibly lost sight of what was my intended main point, which is that while intent is not the only consideration in judging such an advertisement it is still probably the most important, and accordingly I’m at a loss as to how the Cyon advertisements could be construed as a deliberate attempt to demean Black people somehow, regardless of how much offense it may or may not generate: indeed, if that was the intention, then it could certainly have been done much more directly!”

I would argue that, quite on the contrary, intent is far from the most important consideration. Without delving into that whole world of death-of-the-author-reader-response, we should remember first that creations are not the same things as texts. Texts are what creations become when released out into the world, when meaning is made from them, in relation to historical condition, sociocultural contexts, and other texts. The creation — the ad — may not have been racist in intent, but the text it produced does not get off so easy.

But that aside, intent, in fact, is one of the great defenses of racist discourse. Intent is individual, racism is structural, and the ability to overlook the structural inequalities that are represented and evoked in favor of individual intentions is a form of racial privilege. In other words, racism isn’t a result of people trying to be racist, it is a result of people not understanding that they are being racist. The ability to dismiss racist symbolism because it was in some way “accidental” — which is to say a byproduct of structural power within a given historical context — is exactly how structural power works, by naturalizing its mechanisms and disavowing responsibility.