“You call THIS archaeology?”

When I first told people I planned to get my master’s in social anthropology, the most common reaction I got was a blank – at best quizzical – stare. From my dad (who, it should be mentioned, does want what’s best for me but is absolutely positive that what’s best for me is an MBA) it was a “that’s great, Ashley!”, in a voice multiple octaves higher than his normal one. He then began to send me National Geographic articles about excavations of ancient sites which, while vaguely interesting, had nothing to do with anything as far as I was concerned.

It is a common mix-up, anthropology and archaeology. But I wanted to end up in a different kind of field than the ones archeologists find themselves digging through. Rather than dusty artefacts, I imagined working with people, interviewing them, observing them participantly, discussing things collectively; in short, doing ethnographic fieldwork.

I say this as though anthropology is obviously a more logical and relevant career choice than archeology, but we did learn some very niche things in the master’s program that makes the degree an even tougher sell to people like my father. Recently at Razor, I thought maybe I had been given an opportunity to prove anthropology’s pertinence to real life and work. I was assisting in a fact-finding mission for a potential project with regards to a topic that is endlessly fascinating to anthropologists: menstruation.

We had spent a week on this theme in my kinship, sex, and gender course, and, consequently, I had done a lot of reading on the subject. I enthusiastically began to tell some of the other Razors about an ethnography I had read in which epidemics of mass hysteria were inexplicably erupting on Japanese-owned factory floors in Malaysia. The Japanese managers had no idea how to explain this phenomenon or treat the women – it took an anthropologist and some on-the-ground research to determine that the women thought they were falling prey to spirit possessions because of cultural beliefs about crossing spatial boundaries from rural areas to urban ones while having their period. It’s a gripping image – spirit-possessed women in hysterics on factory floors – and captured the imagination of other Razors who asked me to send along the article.

That was when I realised that it had been written in the early 1980’s.

Anthropological content is absolutely fascinating, if potentially outdated and esoteric. In my course I learned about things ranging from the affective nature of fake-official documents in North Cyprus; the strategies enacted by patient activist groups to draw attention and funds to racialised diseases like sickle cell anaemia; little houses in Tanzania, and modern polyandry in Russia. I got to write my dissertation about the intersection between DIY biologists, the punk movement, and ethical democracy.

While the content is admittedly arcane, anthropology’s methods and theories are extremely valuable. In the early 1900s, Bronislaw Malinowski, the founding father of the discipline, noted the importance of distinguishing between what people say they do versus what they actually do. Now researchers in all capacities, not just academic ones, must engage with this distinction. In fact, it is what distinguishes market and design researchers (who focus primarily on attitudes) from user-experience researchers (who focus primarily on behaviours).

There are even times when someone in the Razor office mentions some kind of social pattern that is emerging from fieldwork we are conducting, and I think to myself, ‘Ah, another example of Foucault’s technologies of the self!’ or, ‘No wonder Bruno Latour interrogates cultural understandings of what is ‘natural’!’. In these moments, anthropology is incredibly relevant to my work and my life, and opens up insights and ideas I may never have made the connection to, had I not studied it.

Then again, there is a reason I keep those thoughts to myself; even I roll my eyes at how pretentious I sound in my head.

Appointment to view

‘Seriously. Do you guys schedule time to watch TV commercials?’

That’s what our intern, Ashley, asked us this morning with a bewildered look as we gathered to watch the new M&S Christmas offering.

‘Of course we do. This is our Super Bowl – except it’s not all crammed into one day.’

Strangely enough, I’d never consciously thought about Christmas ads in this manner until I said the above words out loud. But it’s true. They’re the closest thing we have when you take into account the kind of effort and money that goes into producing and airing these (mostly cinematic) numbers. Not to mention all the build-up to each of them. And I’m not just saying this because I’ve worked in media and with brands most of my adult life. My non-media/marketing pals are also eagerly waiting to find out which character/song they and/or their children will fall in love with this year.  

Unlike during the Super Bowl, we’re pretty safe in the knowledge that our (mostly) quintessentially British brands will be vying to charm us with magical moments, feel-good factors, and the kind of Christmas that is likely to be unattainable for a large chunk of the population. While those ads might have made me cringe in previous years, I’ve realised that one way to counter the hopeless feeling I get from reading about current affairs is to embrace this escapism for a wee while.

So bring it on, retailers! Spread some joy. And let’s hope this isn’t the year that some of you have decided to go all political on us, Super Bowl style.

The story so far (click on titles to watch):

Aldi:
#KevinAndKatie
Screen Shot 2017-11-07 at 16.55.28

Asda: #BestChristmasEver 
Screen Shot 2017-11-07 at 16.36.36

Argos: #ReadyForTakeOff 
Screen Shot 2017-11-07 at 16.32.47

M&S: Paddington and the Christmas Visitor 
Screen Shot 2017-11-07 at 16.35.01

Tesco: Everyone’s Welcome
Screen Shot 2017-11-07 at 16.31.46

Vodafone: A Christmas Love Story (multi-episode) 
Screen Shot 2017-11-07 at 16.29.50

Talk to me

If I were to distill the role of a qualitative researcher into two words, I would probably go for ‘professional conversationalist’.

Having great conversations underpins everything we do – yet how many times have you had, or viewed, a conversation with consumers where ‘it’ just doesn’t happen?

You know what I mean…low energy, basic answers, dead-looking eyes and real boredom both in front, and behind, the glass. 

Like most quallies, I recently had such an experience and tried everything I could to get the conversation going – energisers, breaks, changing seating positions, challenging participants – all with no success. It was a dud.

Rather than deciding to just chalk the experience up to being ‘one of those groups’, I’ve been looking for solutions.

Drum roll please…

Allow me to introduce Celeste Headlee. She’s a veteran radio journalist who recently wrote the book We Need to Talk; How to Have Conversations That Matter. 

I cannot recommend this book highly enough to…well pretty much everyone – but especially to my fellow professional conversationalists. In her book, Celeste looks back on her career in journalism and shares what she’s learned to help her have great conversations – interviewing everyone from Pulitzer Prize-winning authors to truck drivers.

Rather than giving a long-winded review of the book, I’ll share three ideas it’s inspired me to try out:

  1. Showing consumers behind the curtain more
    According to Celeste, good conversations happen when everyone understands what the topic is and what the interviewer is expecting of them. I want to play with this insight in future consumer conversations and try being a little more honest; letting them know more about what we know, what our hunches are and – most importantly – what we want to understand from talking to them. Too often, we try and shield our conversation partners from the bigger picture to avoid biasing them and they leave slightly confused asking ‘I hope that was useful?’ with a puzzled look on their faces. I want less of that.

  2. Rehearsing conversations and developing lines of questions
    What comes across in this book is the sheer level of thinking that Celeste and her team put into the conversations they have – rehearsing and refining lines of questions and developing strategies for different potential avenues of discussion. Clearly, good conversation doesn’t just happen; it is crafted and planned. I want to put some of Celeste’s ideas into action and spend more time trying to pre-empt the conversations I have. I want to move beyond the discussion guide and think bigger.

  3. Shorter conversations for shorter attention spans
    One of the big themes in this book is that the art of conversation is disappearing. Celeste attributes this change, in part, to our shortening attention spans caused largely by technology. Incredibly, an academic test to measure attention spans has shown a fall from 3 minutes in 2004 to just 59 seconds in 2014. Knowing what we know about our attention spans, why are we surprised that when putting 6 strangers in a room for 2 hours to talk about something they were not prepared for, they’re likely to become bored and lose interest? It’s time to start doing things differently and I want to find new ways of having shorter bursts of meaningful conversations with consumers. I want to learn how journalists maximise their time.

I’m now off to do some professional conversationing. I’ll let you know how I get on…

Nowhere to hide

Brands used to be in the power seat. And that seat was enclosed within a black box where they were able to carefully curate the image they promoted to the outside world – ultimately shaping consumer perceptions.

Trendwatching’s recent report on ‘Glass Box Brands’  makes for a thought-provoking read on how that power has shifted and what it means to be a brand in today’s world.

The rise of transparency, user-based journalism, social media – and consumers’ increasing need for connectivity – has led to the black paint being scrubbed away to reveal ‘glass box brands’. In this guise, everything a brand does – both externally and internally – has the potential to be visible to the hearts and minds of consumers, readily scrutinising everything they see and hear about what brands are up to.

The report calls for brands to think (if they haven’t already) about how to deal with this increased level of scrutiny, particularly in terms of increasing public interest in a brand’s internal culture.

Although we agree that brands would do well to take a more 360-degree approach to nurturing brand image, past and present events suggest that if a brand plays a fundamental value and convenience function in the lives of consumers then we (as consumers) will be more willing to turn a blind eye to any of their indiscretions. We may wrestle with how the likes of, say Amazon, Starbucks, and Uber operate, however we won’t always vote with our feet. 

BUT we are seeing a shift…  

“The truth is that there is a high cost to a bad reputation.” Not our words, but the words of new Uber CEO, Dara Khosrowshahi, in an open letter to his employees following the recent Transport for London ruling that denied them an operating licence.

What we’ve seen is Uber’s tone go from arrogance to humility. Khosrowshahi followed up with an open letter to London apologising and promising that his company will change. Music to consumers’ ears.

Michael O’Leary, CEO of RyanAir (notorious for his aggressive nature) also changed his tone in recent times. The airline ‘messed up’ their rosters and many flights were cancelled affecting more than 700,000 passengers. In comparison to his previous outbursts, he’s been uncharacteristically remourseful towards his passengers.

Is this a sign of things to come? Probably. It’s fine in consumers’ eyes to come along and shake things up. That’s what challenger brands do. However, when you’re successful and suddenly playing in the big leagues, things inevitably change. Consumers will scrutinise you and expect a decent level of customer service and ethics – in addition to the value and convenience you’ve been offering them. It would be absurd to disregard outsider opinion and expect no fallout. In Uber’s case, TfL pointed an uncomfortable spotlight in its face. If their response is anything to go by, we should eventually have more trust in them – not just in their reliable product but their reputation too.

Genuinely confusing

‘Authenticity’ is one of those words. Marketers are obsessed with it. Consumers refer to it all the time…but what does it really mean?

Let’s start with the dictionary. Oxford defines it as, ‘of undisputed origin and not a copy; genuine’.

However, this doesn’t quite cover the full extent of its usage. Because, like charisma (that other indefinable quality), authenticity comes in many, and sometimes contradictory, guises. For example, a recipe can be said to be ‘authentic’ if it adheres to tradition, but so can an artisanal, ‘craft’ brewer tearing up the rule book. 

Confused? You’re not the only one.   

But if we track its many, and varied, guises we might come closer to understanding what it’s all about. So, like a Victorian naturalist surveying their butterfly collection, here’s a few choice specimens of ‘the authentic’.

The genuine article

Brands have been exploiting our desire for the ‘real thing’ for decades, either through design cues (official-looking stamps/crests, evocations of provenance etc.) or by, quite literally, telling us.

1990-Can-t-Beat-the-Real-Thing

The fruit of human labour

‘Handmade’, ‘handcrafted’ and even ‘handbaked’ (?!)… all signifiers that the product was made by an actual person. But why do we care? Yes, it implies a certain degree of quality – but the fact that it was touched by human hand is also used to suggest that it’s in some way more genuine, more real.

Bloom

The passion play

Many brands talk about how ‘passionate’ they are about what they do. However, this is where it all gets a bit problematic. Consumers frequently mistake the authenticity of the maker for the authenticity of the product, which is not the same thing; they may be genuinely passionate about what they do but that doesn’t mean that what they produce is authentic.

Nonetheless, brands have been profitably mining this confusion for years (and thereby entrenching it further): witness the amount of packaging telling you how much ‘love’ has gone into the product.   

Skoda

The honest approach

There are honest brands which quietly go about their work and then there are honest brands which actively make a virtue out of it. They come in strident, anti-bullshit form or through gentler appeals to transparency and integrity (Honest Tea). However, as in Oasis’ case (below), being honest is not the same as being genuine.

Oasis

This is really just the tip of the iceberg as far as authenticity in branding is concerned.

As I’ve hopefully shown, it’s not without its contradictions. The fact that authenticity applies differently to product (i.e. ‘made to the authentic recipe’) as it does to brand behaviour (e.g. tone of voice and personality) can make for a confused, if compelling, mess. 

But one that ultimately still proves winning with consumers.

Game of phones

What a weird and wonderful 10 years it’s been. The iPhone was first released back in June 2007 and shaped the world of mobile as we now know it. Over 81% of people in the UK now has access to a smartphone device. The smartphone has shifted the way we interact with each other – and how businesses interact with us.

Whilst social media began on desktop, its transfer to mobile continues to rocket as more and more people own smartphones. Social media (in at least one form) is almost something the majority of us cannot live without. To put its rapid rise in perspective, Snapchat was born in 2011 and now has more than 20,000 snaps sent per SECOND by its users. That is over 1.7 billion per day!

It’s not new news to us but, ultimately, this technology has changed the way we see/view advertisements. For instance, despite not having a TV set in my own home, I still get push notifications, forced ads on YouTube, sponsored ads on Insta, brand stories on snapchat…the list goes on.

Recently John Lewis became the first company within the UK to use Facebook 360 adverts to allow customers to view collections in full view. Whist browsing kitchens/rooms, customers can zoom, click-and-buy items easily. With the increase in popularity of live streaming, started by Periscope and growing with the introduction of Facebook and Instagram Live, I wonder how long it will take big brands to step into this marketing space too?

We are seeing smaller brands already using live video through social media platforms to their benefit, so it can’t be long ’til the big boys follow suit.

And while we are not there yet, virtual reality no doubt will continue to grow. Just think of the immersive experiences brands can deliver through this medium.

It’s impressive how far the smartphone has developed in the last 10 years and how brands have, and are, changing with them. I wonder what will happen in the next 10?

Creation and recreation

A cynic might say that last night’s WeWork Creator Awards (first in London, fourth in total) was a splashy, flashy photo-op fest of profligate magnitude. Our rent ain’t cheap and – like all killjoys – you might look at the size of the free-pour bar and think ‘huh, that’s where my dollar dollar is going to?!’. It’s all vibe, big-up, and staged whooping…

…and do you know what? I loved it.

Because, deep down, I’m not a cynic. And I want to believe – scratch that – I DO believe that WeWork’s philosophy IS more than just a thinly veiled layer of community spirit, spread on the toast of a ginormous global valuation of nearly $20billion. Not bad for an office space rental company.

The Creator Awards offer a platform for entrepreneurs to bid for cash. And WeWork doesn’t ask people to play for peanuts – tens of thousands of pounds were dolled out in the 45 minutes we stayed for the ceremony. By the time I was tucked up in bed, it would have been over a million.

To be frank, the tone was set for me at the end of a (possibly less interesting than it could have been) discussion with Grace Dent (yes, she of the excoriating ES reviews. I love her). A £10K grant was casually dolled out to a young lad who’d come to the UK two years ago as a refugee, nudged his way into an apprenticeship to a Michelin starred restaurant and was there on the stage just chatting in a mash up of Albanian Bristolian. There was weeping.

The awards ceremony was kicked off by a rousing speech by (co-founder) Adam Neumann. All leather jacket and high top black Converse (at least it wasn’t a hoody, jeans and sliders). I tried SO hard to be sniffy and sarcastic but I couldn’t be. It’s easy to imagine that he goes home after work and mashes kittens into marmite – but it’s more likely that he is genuinely enthused, imaginative, grafting and gosh-darn impressive in a visionary way. He’s also a bit of a dish, which might help.

The award recipients (more than 30 of them to my count) were all doing incredible things – though it’s very possible that the one I’ll be trying to actually use is the HotTug (a floating hot tub!). I will put out there that it’s all very well celebrating environmental initiatives – but, from what we’ve seen, WeWork’s own environmental policy appears to be pretty atrocious (a subject for another day).

As I write this, it’s the morning after the night before. I’m here at work early but it’s true what they say here at WeWork; you should ‘love what you do’. I DO love what I do. I love where I do it. And I don’t care how schmaltzy it sounds, I love being a tiny part of this network and this community. Do you know what? I’m that enamoured, I’ll even go as far as to say that ‘We’ are family.

Here’s to all those creators who will wake up this morning with thousands of pounds to spend. I reckon they deserve it.

Screen Shot 2017-09-15 at 15.17.33

Don’t be afraid to take whisks


Me: Will you be tuning into Bake Off, Chloë?
Chloë: Of course I will. I’m not one to hold a grudge.


We are, of course, referring to the latest series of The Great British Bake Off – which has now made its home in the colourful, advert and sponsorship-filled, bosom of Channel 4.

In contrast to Chloë, I do have a tendency to hold grudges. I’ve still not forgiven Mondelēz for ’rounding’ the famous block-shaped Cadbury Dairy Milk bars. (Apparently that move was to improve the ‘mouth feel’ of the chocolate – pfffffft.) And don’t even get me started on the fact that Nestlé ditched the foil and paper wrapping on Kit-Kats in favour of plastic. (It’s been 16 years, Gem. Let it go.)

But like all chocolate addicts, I grudgingly indulge in the above brands. And, grudgingly, I’ll give GBBO a whirl. 

My back is already up, however, because I know the episodes will be shorter to make up for all the sponsorship idents and ad breaks. It’s like when manufacturers make products smaller but still charge you the same price for them. We still end up going along with it despite feeling a little bit cheated on value.

There’s also the line-up change. We’ve all substituted ingredients in recipes before. Even some of our favourite foodie brands have had to make changes along the way. Sometimes the end product turns out even better than expected – not always, mind. 

I can just about cope with a lack of Mary Berry. Not to mention Mel and Sue. (Arrrrgh! This is really happening.) But, in the end, it will all come down to that key ingredient – the bakers. As long as the producers have found me somebody to love, the same way I fell in love with Selasi last year, we’ll be back in the old groove in no time. (And, yet again, I will feel a little bit dirty for being so fickle.)  

In praise of the periodical

I suffered hoots of derision. HOOTS. Last bank holiday weekend, I hunkered down with a glossy new copy of Modern Farmer magazine. I simply can’t see why it was so funny.

I have a passion for periodicals.

I stopped buying books years ago because I’m now all about the Kindle. But I do love a periodical. To me, they’re in a different league to magazines (though I do have a penchant for Tatler). They’re beautiful. The cover is thicker, the paper is dense, they’re for keeps.

They’re a celebration of typography, graphic design, illustration and great writing. 

Little pockets of magical mystery knowledge that someone, cleverer and more creative than me, went off and just found. Just for the publishability of it.

A few favourites:

Ernest: a trove that purports to cover curious histories, workmanship, slow adventure, timeless style and wild food. Fair do’s, there’s almost nothing in my life that resembles a ramble, but I do crave a house full of hand-tooled hand tools.

Found: a trove of photography of the stuff people just find. 

And let’s not forget, Modern Farmer. There’s a lot more in there than just ads for tractors. But the best thing is, it has those too. You just never know when you’ll need one.

*In memoriam* Lucky Peach: food porn with smarts. No longer with us, may it rest in peace. 

Lucky Peach

Getting ‘Fresh’ in the workplace

I used Amazon Fresh for the first time last week. Not for personal shopping, I should add. We needed some stim material for a foodie project and it was (not surprisingly) the fastest way to get everything. I’d already spent enough time sourcing what we needed in-store but my local supermarkets simply didn’t have the quantities I needed.  

After looking around, I tentatively checked Amazon (as you do) to see whether they could help. Indeed they could…for a fee – which was fine considering the super-quick delivery and the time it would save me. I clicked, paid and, the following day, those famous brown paper bags arrived at Razor HQ. Job done. Thank you, Amazon! 

As wonderfully simple as it all was, I couldn’t help feeling dirty about the whole transaction. Don’t get me wrong, I obviously already had an Amazon Prime account in place, so I won’t pretend that I’m a saint who’d never bought from Amazon prior to last week. Nor will I pretend that I only buy from small businesses the rest of the time. I live in London and am surrounded by high street chain stores. Shopping in crowded/noisy places stresses me out – which means I end up doing my in-store shopping late at night or early morning. Online shopping has come to my rescue many times.   

So what’s the problem? It must be the stark realisation of just how much Amazon, in particular, has taken over everyday life. It is something I’ve considered several times before, but it wasn’t until I actually bought from Fresh that it’s hit home. The idea of us buying everything from under one ‘virtual’ roof in the future suddenly feels like a much stronger possibility. It’s not one I’m that keen on – and that’s before I begin to think about what’s happening behind the scenes.  

Personally, I’m unlikely to use the service for myself. I’d much rather pick and choose my own fruit and veg. Also the staple items listed on those brown bags just aren’t me…except the prosecco – I’ll give ’em that one.   

Amazon