Apple Maps – as conversation starter?

analysis, interaction, Social Media, Twitter

Lots has been written about Apple’s problems with their Maps application. Apparently, motorists stranded in a National Park in Australia after relying on the app had to be rescued and many people complain or joke about problems with the app.

This morning, I received a Tweet via @CityJohn who used the app after arriving at Clapham South Tube station (South London). He opened the app and triggered the locate function only to be shown this map.


In his tweet @CityJohn writes: Image

I don’t know what possessed me but I opened up my Apple Maps app and search for Clapham Common and was shown this map.


As far as I can tell the map accurately locates Clapham Common and I decided to pass a picture of the map on to  @CityJohn. I have no idea about or interest in the technical workings of Apple Maps but found it interesting how Apple Maps, not only in this case, has become a conversation starter on Twitter. We all know by now that the app is anything but perfect and there is no need to post more examples of its shortfalls. But by posting curious examples one is almost certain to receive a response from others.

So, not surprisingly, when checking on @CityJohn’s Twitter Stream there now is at least one other short sequence of a ‘Twitter conversations’, just like the one I had with him. Maybe it’s worthwhile creating a collection of such instances. Maybe, this is not everybody’s cup o tea though….

The Challenge of Technology Shabbat


About a year ago, I came across a documentary about the Barbie Doll, entitled The Tribe. The film links the history of Barbie to the question of what it means to be Jewish today. I was intrigued not only by the content of the film but also by its composition, a mixture of old and new, short cuts and longer sequences, and a narration by the memorable voice of Peter Coyote. The fil sparked my curiosity to look for information on who was behind the film and if the producer had embarked on other, related projects. 


It didn’t take me long to find the website to the film and to that of its producer and director Tiffany Shlain. Apart from having directed and produced this fabulous documentary Tiffany also is the founder of the Webby Awards and the co-founder of the International Academy of Digital Arts and Sciences. Most recently she has produced the highly praised and award winning “autoblogography” Connected.


The various communications about Connected distributed on Twitter and elsewhere enticed my curiosity about Tiffany’s larger project further. Whilst still not having seen Connected – when do you come to London, Tiffany? 😉 – the documentary (seems to) advance(s) her interest in the opportunities and challenges we face in a social world pervaded by technology designed to connect us all with each other. This technology and the social media that we increasingly use everywhere on our mobile devices allows us to connect with people across the globe. As an illustration of this interdependence between people Tiffany and her team set their Twitter followers and Facebook fans the task to translate the text of “A Declaration of Interdependence” and read out in front of a running camera. The result is short film produced in collaboration between complete strangers. 

Maybe mesmerized by the possibility to connect with so many people around the world we find it increasingly difficult to put the phone to the side and connect with those nearest to us. We take out our phones in the middle of conversations or disappear to the toilet during dinner to check up on Facebook notifications and Twitter updates. Technology interrupts our daily interaction. “Who have I become?”, asks Tiffany, and comes up with the idea of a Technology Shabbat. She switches her phone off on Friday evenings, for 24hours, and encourages her friends, fans, and followers to do it like her. Apart from notifying us all about her unplugging on Friday nights together with her husband Ken Goldberg she has produced another short film, “Yelp! With Apologies to Alan Ginsberg’s ‘Howl'”. 

With the film Tiffany encourages her audience to unplug as well from time to time. Do it like her, switch off your networked devices and gain the time and focus to engage with your friends and family, at least one day a week, without being interrupted by blinking and beeping devices notifying you about the arrival of new messages and updates.

Having resisted her request for a few months last weekend I decided to give it a go and unplug. Gosh! No idea had I how difficult that would be. Apart from the habit to reach for my phone whenever I sit down and check on nes, the unplugging brings with it some practical issues. A complete phone blackout was out of the question as my weekends are organised in ways that involve phone use at various occasions to coordinate meet-ups with the rest of the family. So, the only thing I did manage was to unplug from social media. Effectively I switched off my Facebook, Twitter etc. connection from Friday evening to Sunday morning. This worked out okay and gave me time to do other things without staring at the phone in the middle of a game or while reading a book. Also, rather than spending some time on Twitter on Sunday morning, I read a newspaper and then finished a book, The Digital Scholar. Overall, the Technology Shabbat has been an interesting experience for me and I will do it again, hopefully to greater effect, at the end of this week. 

While refraining from accessing social media I also remembered a paper presented at the 2007 CHI Conference in San Jose, CA, namely Allison Woodruff and colleague’s “Sabbath Day Home Automation: ‘It’s Like Mixing Technology and Religion“, that seems pertinent to the issue. Woodruff discusses her observation in orthodox Jewish homes who because for religious reasons they are not allowed to operate technology, rely on on automated systems to help them out. She sees these automated systems as examples for technologies that are neatly embedded within the lives of people without interrupting or disrupting their social arrangements. Maybe over time we will find ways to embed our mobile phones and our social networks equally neatly into our lives. 

Putting my half-failed attempt of a technology shabbat to one side, I am looking forward to seeing Tiffany’s project which a bit clumsily might be summed up as an exploration of the technology induced tension between interdependence and identity, develop. 

Connected is in the cinemas in the USA and elsewhere since this autumn. 



"Social Media and the New Economy" – talk by Rob Wilmot (BCS Digital)


On February 4th, 2011, Rob Wilmot, Director of BCS Digital and Co-founder of Freeserve gave a guest lecture on “Marketing & New Technologies”, a module that I convene as part of the MSc International Marketing at King’s College London. In his lecture “Social Media and the New Economy” Rob provided a fantastic overview of the importance of Social Media to business and marketing as well as to Masters’ students who soon will go out and look for work.

Rob named 2009 as a watershed when Social Media turned from a fringe activity into becoming the mainstream. He names 4 events that pushed Social Media to the fore: (1) backed by a Facebook/Twitter campaign Rage Against the Machine ‘steal’ the Christmas No. 1 spot from the 2009 X-Factor Winner Joe McElderry, (2) on Christmas Eve, for the first time, Facebook had more site visits than Google US, (3) Pepsi pulls its adverts from the Superbowl in favour of a Social Media campaign, and (4) Barak Obama becomes President of the USA after an election campaign that made very effective use of Social Media. Since 2009, this development of the growing importance of Social Media for political campaigns and business activities has accelerated and spread into other areas, such as police investigations and professional football. New Social Media websites emerge all the time and the next big service/site following Facebook’s success is probably out there already (Rob Wilmot).

The spread of Social Media is closely monitored and investigated by commercial research institutes such as Forrester Research and the Altimeter Group. This research provides interesting insights into what Social Media people use – right now mainly Facebook and YouTube -, what kind of new Social Media services are currently emerging – right now, in particular Twitter – and what the demographics of Social Media users are. It also suggests that people use Social Media for different purposes and in different ways, and increasingly while being on the move rather than while sitting at a Desktop Computer.

For the “new economy” that is arising from these developments “recommendations” of products, services and websites are of particular importance. For example, with the deployment of ‘like’ and ‘share’ buttons “Facebook aims to become the authority for recommendation on the Internet” (Rob Wilmot). This development is highly relevant for all Social Media users as the effectiveness of recommendations is closely linked to the ‘trust’ people have in each other; “trust” being seen as the basis for the building of relationships.

Companies are well aware of the link between ‘recommendation’ and ‘trust’ and pay celebrities and Twitter users with large numbers of followers, fans and friends for recommending their products and services. For the rest of us, the link between ‘trust’ and ‘recommendation’ highlights the importance to take care when posting on Facebook, Twitter and other sites. In order to develop a reputation and to build trust it is critical not to post false, misleading, offensive etc. messages to Social Media sites: ”imagine your post is published on a billboard visible to everybody on the street” (Rob Wilmot).

The effectiveness of Social Media has been notoriously difficult to measure. The impact of wrong-footed Social Media campaigns such as those by Habitat (2010) and Kenneth Cole (2011) for the image of companies, are well reported. For the measuring of the Return on Investment (ROI) tools are developed by Forrester, Altimeter, Google and many others that provide information on the relationship between Social Media campaigns and monetary return. This information is critical to refine campaigns and continue to engage with customers. As Social Media continues to develop alongside more conventional marketing channels the instruments to measure their effectiveness in delivering ROI will be refined and further developed.



Social Media are not a magic wand that resolves all the problems marketing managers may have with building relationships with customers in an increasingly complex and competitive environment. However, they are a powerful additional channel marketing managers need to take seriously when developing campaigns and engaging with (potential) customers. Common-sense rules about the way in which to conduct communication are valid in Social Media just as in conventional marketing channels. However, Social Media fundamentally change the relationship between companies and customers: in particular, they facilitate conversations with customers and, if used in the right way, support the building of trust and long-term relationships with customers.

Rob’s lecture offered a wide range of information and insights on Social Media. He suggested that there is a growing field of research designed to support companies in developing Social Media campaigns and to asse
ss, evaluate and measure their (monetary) success or failure. It seems that whilst effective measures for the quantitative impact of Social Media campaigns are emerging, methods to be used for the assessment of qualitative aspects of the relationships between Social Media users are still underdeveloped.




The lecture implied a range of possible research questions. The research the lecture has been based on, origins from studies conducted by research companies who aim to inform management practice and marketing strategies. Detailed academic research can contribute to this research by unpacking the concepts and foundations of relationships this research is pointing to. For example, the Social Technographics Ladder developed by Forrest Research (see Li & Bernoff 2008) creates a typology of people according to the ways in which they use Social Media tools, such a blogs, podcasts or RSS feeds. Little do we know of how people actually ‘read’ and ‘collect’ Social Media content, what resources they draw on and how they use these resources to create new content and new forms of content. 

Furthermore, much has been written about the importance of the building of relationships that often origin in ‘recommendations’ from “trust agents” (Brogan 2010). Yet, little do we know of what ‘recommendations’ are made up of, when do they arise and how are they designed in different situations and with regard to different products, services and people. How do long-term relationships and loyal customers of a company arise from a recommendation by a Social Media ‘friend’. ‘Relationship’, ‘loyalty, ‘trust’, ‘reputation’ and ‘recommendation’ in this context are often used as a generic concepts rather than as products of interaction between people. Little is known of the processes through which these ‘products’ of interaction are brought about.

Detailed studies of interaction between people, online and offline, and in particular between marketing practitioners (shop keepers, vendors, marketing managers, direct marketeers, customer service personnel, etc.) and customers will useful in helping to unpack generic concepts like ‘relationship’, ‘loyalty’ and ‘trust’. Furthermore, they can specify the social organisation of activities such as the ‘conversation’ between companies and customers or those activities described in debates about Social Media as ‘engaging’ and ‘recommending’.

With such complementing interests of research companies and academic scholars it would seem sensible to engage in joint research projects and programmes that aim to develop generic concepts and models whose components are well understood and specific that they can inform the Social Media activities of companies and customers.


Relevant References 

Anderson, Chris. 2006. The Long Tail. How endless choice is creating unlimited demand. Random House.

Brogan, Chris & Smith, Julien. 2010. Trust Agents: Using the Web to Build Influence, Improve Reputation, and Earn Trust. John Wiley & Sons.

Cellan-Jones, Rory. 2008. Freeserve and ten years of boom and bust. 

Li, Charlene & Bernoff, Josh. 2008. Groundswell: Winning in a World Transformed by Social Technologies. Harvard Business Press.

Solis, Brian. 2011. Engage: The Complete Guide for Brands and Businesses to Build, Cultivate, and Measure Success in the New Web. John Wiley & Sons.

Tapscott, Don & Williams, Anthony. 2007. Wikinomics. How Mass Collaboration Changes Everything. Atlantic Books.


Rob Wilmot in the News


The Guardian