In Search of the Perfect Librarian

Posted by admin on December 2nd, 2009 — Posted in Uncategorized

Young people's librarian and students, 1938.

Young people's librarian and students, 1938. New York Public Library Visual Materials.

In a simple, primitive way, many people are already “life logging” at the office and don’t realize it. Each year they find themselves saving a greater volume of e-mails than the year before to remember what was said when and by whom. The volume of information is so great, that they back up their brain with e-mail to alleviate the fear of forgetting something important.

I think if there were a product available today that could efficiently capture and organize not just e-mails, but all kinds of digital information in our daily lives, the demand would be huge. So when the Microsoft researchers behind the MyLifeBits project say, “…it is not clear whether this capability will always be desired,” I think consumers would get over any concerns they have with the technology rather quickly. And although critics raise a number of valid issues about “lifelong capture,” the opportunities created by this technology outweigh the risks.

One of the opportunities created by this technology is “a freeing, uplifting and secure feeling–similar to having an assistant with a perfect memory,” say Jim Gemmell, Gordon Bell and Roger Lueder in “MyLifeBits: A Personal Database for Everything.”

Improves mental health

Psychologist and memory expert Martin Conway at the University of Leeds argues that life logging can actually improve mental health by making our brains more productive and creative.

“It’s rather like the way Google has already become an indispensable part of how people think about things — sitting at their desks, constantly tapping into the world’s massive trove of information,” Conway told SmartCompany magazine. “Your real memory becomes a sort of executive manager for all these other technological abilities.”

Relieves anxiety

One of the biggest sources of anxiety for busy professionals, such as doctors, lawyers, CEOs and others, is the need to store large amounts of information in their memory and retrieve it instantly. Data capturing technology could address this anxiety.

“We sit around anxious about our to-do lists because we can never entirely remember them (while we’re at work) or entirely forget them (when we’re not),” says David Allen, a personal-productivity guru.

Stimulates short-term memory

Alan Smeaton, a professor of computing at Dublin University, borrowed from Microsoft the same kind of cameras that are used to capture video in the MyLifeBits project. His students wore them all day. They discovered that if they spent a minute at the end of the day reviewing a high-speed replay of the photos that were taken, it had the effect of stimulating their short-term memory.

“You see somebody you met in a corridor and had a two-minute conversation with that you’d completely forgotten about,” Smeaton says. “And you’d go, ‘Oh, I forgot to send an e-mail to that guy!’ It’s bizarre. It improves your recall by 100%.”

Geography map librarian. London School of Economics. c1970s

Geography map librarian. London School of Economics. c1970s

Clearly there are critics who argue about the downside of life logging as well.

Forgetting is necessary

German computer scientist Frank Nack, who published a critique of life logging in 2006, says that forgetting is “how we make sense of life, how we interpret things. Everybody is building a life story; we all need to forget certain stages. I don’t want to be reminded of everything.”

Nack says that forgetting is essential to our concepts of forgiveness and nostalgia. However, couldn’t a life logger simply choose not to re-visit those sections of the record that are disturbing to remember? If you don’t like the program, change the channel.

Series of ‘gotchas’

If everyone has a record of everything that’s said and written, skeptics say you would be hounded by annoying people who bring up something you uttered, say, three months ago. “There — gotcha.” But doesn’t this already exist with e-mail? In my work life in corporate America I’ve been the target of gotchas many times. People are used to this sort of thing. It also exists already with employers scanning applicants’ Facebook pages for less-than-flattering photos. And yet Facebook continues to gain more subscribers everyday.

Chilling effect

We will be less spontaneous if we all know that someone’s SenseCam is recording every second of our actions, say the skeptics. That’s a valid point. So why couldn’t the technology be adapted to let the life logger turn the SenseCam on and off? Maybe there could be an indicator light, like on a regular camcorder, which would let everyone know it‘s recording. Or perhaps the life logger could just find out which friends and co-workers are comfortable with the technology and which aren’t.

Court and police use

Whether and how life logging records could be used by law enforcement and in court proceedings is a complex issue. For example, can a person be incriminated by something recorded by their own data capture device? Legislators would have to look at these concerns closely and create laws that regulate the issue with common sense.

Privacy rights

If life logging captures everything and everybody, what are the privacy rights of those who are in view of the camera or logged into the record? Scientific American in its March 2007 issue notes that “new technologies can help minimize the potential dangers. When recording others, for instance, it may be possible to obscure their images or speech to avoid illegal recording.”

Identify thieves and the government will no doubt have an interest in the massive amounts of personal data that this technology will produce. Protecting the security of this information is obviously a chief concern. On the other hand, people already are becoming more willing to share sensitive personal information in everything from online shopping to Facebook.


The perfect librarian, circa 1956. The Library of Virginia.

The perfect librarian, circa 1956. The Library of Virginia.

The Perfect Librarian

The biggest challenge for life logging, and something I still can’t get my head around after reading and watching the assigned materials about it, is how this technology can efficiently organize such a vast amount of data. As Scientific American puts it, “Most of us do not want to be the librarians of our digital archives — we want the computer to be the librarian!” I guess that building the perfect librarian is the key.


Some efforts have met with success in this regard. These include “Facetmap,” which is based on the idea that we organize our memories by time and people, and “Lifebrowser,” which aims to automatically identify the most important events in a person’s life.

The Perfect Audience

As with most technologies, life logging has issues to address as it evolves and becomes more efficient. But the stage is set for a new generation of computer users to evolve with it, people who already are blogging their daily thoughts, storing their e-mails and posting their photos on Flickr. This generation believes not just in recording and expressing itself digitally, but in sharing this creativity as well.

Skeptic Mark Federman, formerly of the McLuhan Program in Culture and Technology, says that life logging will put us “…all on our best behavior. Reality would become reality TV.”

That may be so. But in an age when reality TV is the hottest form of entertainment, maybe Federman is also acknowledging the reason why life logging is a trend that will grow more popular with time. Can’t you see it? The new generation of computer users who’ve grown up with instant YouTube capability will have a massive personal library of digital material with which to create their own personal reality series. They’ll upload regular episodes and send them out for all their friends to view and comment:

“Dave’s Life, Tuesday, December 4. Scene one: Our family was quietly eating breakfast when Mom asked Dad where he was last night. Watch this video clip to see if you think Dad is lying…”

Who knows? It could be much more entertaining than MTV’s Real World.

Oops, Toyota in hot water over use of Flickr photos

Posted by admin on November 25th, 2009 — Posted in Uncategorized

 In light of our recent module on legal, ethical and policy issues, I was interested to read about Toyota’s problems stemming from its use of Flickr photos in an ad campaign.

I love this quote from the VP at Creative Commons:

“Fortunately or unfortunately the internet isn’t a magic box of free content,” said Mike Linksvayer, VP at Creative Commons. A good thing to keep in mind.

The story appears in Advertising Age.

It’s all about me, the user

Posted by admin on November 3rd, 2009 — Posted in Uncategorized

Designer Jerome Caruso discovered his passion for design at age 12, creating car models out of clay.

Designer Jerome Caruso discovered his passion for design at age 12, creating car models out of clay.

Jerome Caruso is my hero. He solved my painful back problem. He made me more productive at work. And he applied user-centered design (UCD) to do it.

Caruso is the designer of the Celle Chair by HermanMiller, the international furniture company. Before my employer rolled in this beauty, my desk was an ergonomic disaster. Now I can sit comfortably for hours without feeling my lumbar muscles knot up like a creaky oak tree.

Why UCD will prevail

If Caruso had taken one of the other approaches to interactive design outlined by author Dan Saffer in “Designing for Interaction,” I don’t think my chair would be as good. As long as products are to be used by people, I think UCD is the most effective and most logical approach. After all, we all want it to be “about us.”

For two reasons, I believe UCD will gain more followers in the years ahead:

  • In this uncertain economy, corporations are examining every product-design dollar. They want to invest their precious funds on products that they know are designed with the end user in mind. These are the products that consumers want and will buy. Even though the economy appears to be improving, I think companies will be less willing to take risks with the designs they take to market for some years to come.
  • Interactive technology is becoming a bigger part of our lives. Twenty years ago, we had far fewer opportunities to make connections with other people through products than we do today, due to advances in digital technology. As a result, consumers are not as impressed by technology as they once were. They’ve come to expect amazing applications. They’re more concerned that it does what it’s supposed to do, and is easy to use.

HermanMiller Walks the Talk

Now my chair is not exactly high-tech. But I still think it broadly meets Saffer’s definition of an interactive design because it facilitates interaction between humans. Because of its patented Cellular Suspension system, the chair is lightweight and mobile, which allows me to easily wheel over to the next desk to collaborate with co-workers. And the passive “PostureFit,” for example, supports the way my pelvis tilts naturally forward, so that my spine stays properly aligned, whether I’m leaning back or forward. This keeps me comfortable and attentive as I engage in long, tedious conference calls.

The oh-so-usable Celle Chair allows the sitter's body, rather than the chair's structure, to dictate pressure distribution.

The oh-so-usable Celle Chair allows the sitter's body, rather than the chair's structure, to dictate pressure distribution.

In any event, HermanMiller clearly understands the importance of designing for the user. For example, the company displays on its website the article, “Supporting the Biomechanics of Movement,” which states:

“A work chair’s movement should mirror the user’s movement. Tilt is to a chair what suspension is to a car. A work chair can offer a great seat and back design, but without a great tilt, the work chair will not move with and respond to the user’s movements and postures.”

UCD Saves Money

No matter what kind of product you sell, incorporating UCD makes good business sense. Let’s put it in simple dollars and cents. For every dollar spent to resolve a problem during product design, $10 would be spent on the same problem during development, according to Robert Pressman, author of “Software Engineering: A Practitioner’s Approach.”

If the problem had to be solved after the product’s release, that would cost another $100, he says.

IBM is a fan

IBM, a major proponent of UCD, says the financial lesson is clear: “It is far less expensive to prevent a problem occurring in the first place than to fix it later. One of the best ways to prevent problems from occurring, and to protect your development investment at the same time, is to keep your users and customers involved through the entire development cycle.”

IBM is so engaged in UCD that they have a special section of their website devoted to the topic. Here is why they believe this design approach works: “By making it a priority you not only satisfy your customer, you streamline the operation by improving product design and development; you save costs by reducing development time, training, and maintenance expenses; and you succeed in getting your product – a better product – to the market sooner.”

Catching up with Your User

Other high-tech companies had better get on the bandwagon of UCD because the marketplace has changed. Sophisticated gadgets have become a way of life, but consumers just want something that’s easy to use. As Donald A. Norman wrote in his book, “The Invisible Computer,” way back in 1998:

“The customers have already made the transition to consumer products: they want convenience, they want simplicity. The high-technology companies, however, have not crossed over the chasm: they are still mired in technology-driven product development, feature-driven marketing.”

Poor Usability Affects Sales

Research also shows that when consumers are trying a new technology, poor usability is a killer. Professors Stacy L. Wood, of the University of South Carolina, and C. Page Moreau, of the University of Colorado at Boulder, warn of “innovation discontinuance” – when consumers reject a new product after purchase or trial because it was too difficult to learn the features:

“While consumers may desire the functionality of a particular new product feature—say, the ability to hot-sync one’s mobile phone’s calendar feature to a desk-top computer’s calendar program—learning how to use such a feature may take some learning effort. How do consumers react to the learning curve? The answer often is, “not well.”

The company’s marketing and sales team might be tempted to mask this weakness with claims that a product is easy to use, say Wood and Moreau. After all, this can make consumers more likely to at least try the product. But that could be disastrous:

“…This research shows that setting unreasonable expectations for ease of use can cause a backlash of negative learning emotions that will impact the consumer’s evaluation of the new product.”

And no sales team wants to deal with a negative backlash of customer emotion.

The Best Use of Scarce Resources

Companies are running lean and mean these days. The resources for designing and launching new products are more limited than ever. If these companies are smart, they’ll make the most of their budget and staff by adopting the approach of UCD. As a result, they’ll end up with products that reach the market faster, and do what consumers expect them to do. In the high-tech arena, where consumers see now technology as part of everyday life, the expectations for a satisfying product experience are the highest of all.





Is Your Facebook Profile as Private as You Think?

Posted by admin on October 27th, 2009 — Posted in Uncategorized

NPR is doing an interesting series this week called “The End of Privacy.” It explores the issue of privacy in the digital age. The second part, which aired today, is about privacy on Facebook, or the lack thereof. It might make you think twice about taking one of those quizzes.

Shameless Promotion of Capt. “Sully” Sullenberger

Posted by admin on October 26th, 2009 — Posted in Uncategorized

DSCN22150087This is a shameless promotion of my son, Hudson’s, recent appearance on the CBS Early Show as airline Capt. “Sully” Sullenberger. He appeared on the Halloween costume segment for FamilyFun magazine, which created the idea. You can see his portable cardboard airplane in the short video clips below.

When we told him that Capt. Sullenberger himself might even see the costume on TV, Hudson replied, “No he won’t. He’s dead. He died in the plane crash.” So he’s not up on the details, but at least he didn’t say this on the show.

Corner-Office Blogging Reveals Little

Posted by admin on October 21st, 2009 — Posted in Uncategorized

man and woman in office
A blog has to be authentic if it’s going to work, say authors Robert Scobel and Shel Israel in the opening chapters of their book, “Naked Conversations: How Blogs Are Changing the Way Businesses Talk with Customers.” I agree – so far, so good. 
However, Scobel and Israel then proceed to point out all the ways that CEOs — and the PR professionals who advise them — are using blogs to essentially further their corporate objectives. Where is the authenticity in that? Who really believes that CEOs are completely writing from the heart? And as for most of the CEO blogging I’ve reviewed, who actually reads this content on a regular basis? Who considers it a truly insightful look at a company?
Making an Argument
As Professor Alex Halavais states in his lecture, “Communication Pros,” PR professionals are making an argument each time they present information. The listener assumes that the information is “spin,” but the PR professional is arguing that he or she “is providing a credible view of a situation.” In the case of executive blogging, the CEO (and his PR staff, I believe) are trying to make their view of a situation seem credible, too. But one does not have to look hard to find examples of how credibility appears weak in executive blogging.
Having worked with various executives in corporate communications over the past 20 years, I believe I have at least some reason to be skeptical about the authenticity of executive blogging. Many of the executives for whom I’ve provided ghostwriting support displayed great difficulty in articulating a clear and concise message in writing, much less one that sounded sincere and forthright. They may have been excellent at running a company, department or division, but written communication was often a struggle. And who can blame them? They’re not trained to be writers or spokespeople — that’s the job of the communications professional. But when executives claim to be authentic on something as public as a blog, it seems hard to believe.
“Blogs are the medium for soul-baring and straight talking,” writes Stephen Evans, North American business correspondent for the BBC, in his article, “Why Bosses Blog — and Why It‘s Cheesy.” “They’re readable because they’re gossipy and dangerous and the antithesis of officialdom.
“They’re the place where the unspeakable is spoken. They’re the vehicle of loopiness and truth. But just as you know something’s not cool any more when your granny starts doing it (like using the word “cool”), isn’t the point of blogs that they’re meant to be the site of unofficialdom, and so forbidden to executives?” giant computer screen

Now, to be fair, I’m sure that there are some CEOs who do, in fact, actually write blogs themselves without help from a ghostwriter or PR message-massager. One of the executives who seems less artificial than most is Sun Microsystems President Jonathan Schwarz, whom the book profiles. If you can endure the technical subject matter of his blogs, his style seems to be refreshingly blunt. But even Schwarz admits, “Our PR team is thinking about how to use technology and culture as a corporate weapon, and blogging does both.” This remark makes his blogging efforts seem very calculated and much less off-the-cuff.

Better than an Ad Campaign

He goes on to tell Scobel and Israel that, “What blogs have done is authenticated the Sun brand better than a billion-dollar ad campaign could have done.” Again, this makes one question just how authentic his blogging efforts really are. His blog seems to be just the newest component of an overall corporate branding campaign.

This comment from Schwarz contrasts sharply with another quote in the book from Dave Winer, the “father of blogging,” who talks about how blogs should represent the “unedited voice of an individual.” “It’s not just an organization speaking,” he says. “It’s informal. It’s ’come as you are. We’re just folks here.’” What is informal about a blog that aims to “authenticate the brand” like Schwarz‘s?

Life in the FastLane

FastLane,“ the blog of General Motors Chairman Bob Lutz, is hailed by Scobel and Israel as another example of successful executive blogging. The content may have been more fresh when Lutz first started the blog, but the site today looks and sounds like a well oiled PR vehicle, with postings not just by Lutz but a full complement of GM executives, such as the Vehicle Emissions Director and the Vice President of Environment, Energy and Safety Policy.

In his most recent posting, Lutz offers up controversial comments like these:

“We’re going to take away every last excuse people have not to consider our products.”

“We have a lineup of vehicles that we think, if given a chance, can stack up with the best the rest of the automotive manufacturing world has to offer.“

“We believe we have achieved our goal of building the world’s fastest sedan, but I look forward to putting that theory to the test … and may the best car win.”

These sound to me like the smooth message points issued by a PR department.

“Thoughts on how wonderful the new product is and how the management team have got it exactly right in all conceivable ways ought to go straight into the cyberspace waste bin,” writes Evans of the BBC.

Besides being too promotional about their own products, I think executives also need to be careful not to wander off into goofy sidebars or revelations of the obvious. Just because they are important public figures does not mean that everything they have to say is valuable to their audience.

Marriott on the Move

I found that Chairman and CEO of Marriott International, Bill Marriott, was compelled to share this priceless memory on his blog, “Marriott on the Move”:

“I’m blogging today from the Miami Airport Marriott in Miami, Florida. We built this hotel in 1972. I remember back when we opened it, Garo Yepremian was the place kicker for the Miami Dolphins. We asked him to kick a football over the ribbon to open the hotel, and it was my finger that held the ball. Good thing he was such a great kicker! I still have five fingers left on my hand.”

Or how about this business gem that I found on the blog for Jeffrey D. Schnader, CEO of the data software company, Universe Point:

Lost customers suck

Maybe this should be labeled, “Lost sales suck” or “Losing sucks”. It’s true too, I hate it when I lose and when a prospect chooses one of my competitors it stings every time.”

(The website for Universe Point says the company has been “forced to shut down.” I guess lost customers really did suck.)

Ideas to Help Make it Work

I think that if corporate blogging is to work, it should not pose as authentic, from-the-heart musings of the person in the corner office. Readers are too smart for that; they can smell the phoniness right away. Companies should be honest with their external audiences and present an executive blog as what it is, another communications vehicle in their ongoing brand campaign. I think the best way to make this connection is to link the executive blog to the corporate website, so the reader clearly understands that the information on the blog is related to the corporate mission.

If positioned honestly, I think executive blogs do have value. They can give a human face to an organization, even though its “best face” will always be shown. Readers will expect that, and they will respect the organization for not insulting their intelligence by trying to pass off the blog as authentic.

Also, if an executive does take the time to read the comments from customers who visit the blog, this may be some of the best feedback she gets. These customers would have to feel strongly about the company to visit the blog, and therefore their opinion is something to take seriously.

Tips for getting people to read, not scan

Posted by admin on October 17th, 2009 — Posted in Uncategorized

If you want people to read the copy on your website and not scan it, consider using small type. So says the article, “What We Saw Through Your Eyes,” which describes how eye-tracking technology was used to determine what readers look at and what they don’t. It’s all part of  The Poynter Institute’s Eyetrack III study. The article descibes lots of other study results as well, which you may find interesting.

Three More From Second Life

Posted by admin on October 8th, 2009 — Posted in Uncategorized

A few more shots from my Excellent Adventure into Second Life with m8rxgrl and Thinking Allowed (see below).

Participating in a graduate class in this virtual world will certainly be as memorable as any class experience I have in the actual world. It was interesting to see everyone testing their new legs, flying around, chatting. It took me a few minutes to figure out who the professor was, but when I saw Zeno’s loudly patterned shirt and heard him repeatedly say, “Hey! …Hey!,” I knew it was probably our virtual class leader.

Meeting the ICM grad who knows Second Life as well as his own skin was interesting as well — especially when he described meeting his real-world wife in SL. When Zeno asked him where he found all the time to spend on SL, he replied that he simply quit watching TV. I thought that was an interesting way to look at the situation. For as much as some people scoff at SL, at least you’re actively using your brain.

My brain was indeed fatigued after about an hour of trying to navigate the island. I kept flying into walls, flying out to sea and then losing sight of land, and forgetting how to IM my partners. Being more adept than I, m8rxgrl and Thinking Allowed fortunately offered up repeated teleport invitations to keep me from being permanently lost at sea. Despite the frustrations, I think I might just go back and try to get better acclimated to this planet of avatars.

m8rxgrl slays a dragon.

m8rxgrl slays a dragon.

Thinking Allowed ponders the Garden of the Missing.

Thinking Allowed ponders the Garden of the Missing.

Looking to steal response papers from USC Marshall School of Business.

Looking to steal response papers from USC Marshall School of Business.

Photos of Alien Life Forms

Posted by admin on October 7th, 2009 — Posted in Uncategorized

Getting some culture at the Louvre.

Getting some culture at the Louvre.

My two partners and I explored the island on Second Life with our fellow QU classmates. And the best thing about this virual world — free cameras.

Hanging out at a dance club, not knowing how to dance.

Hanging out at a dance club, not knowing how to dance.

Virtual vertigo on Eiffel Tower.

Virtual vertigo on Eiffel Tower.

Don’t Let Your Avatar Eat Junk Food

Posted by admin on October 6th, 2009 — Posted in Uncategorized

Little more than a decade has passed since B. Joseph Pine II and James H. Gilmore published “Welcome to the Experience Economy.” But their words have already had a significant and lasting effect on the way businesses view their customers — and the way we, as consumers, interact with the economy. Corporations are now vying with each other to engage us in the most memorable way possible. And many of these companies are laying a cornerstone in a virtual community to reach us. Ultimately, I think virtual-reality efforts by certain industries will fall short of expectations because they do not transfer well to the requirements of an engaging online experience.
Insurance Island
One such industry is health insurance. Because I work in this industry, the recent efforts of two major health insurance companies to conquer the virtual world are of special interest. On June 30, 2008, CIGNA Healthcare announced the development of a virtual health care community situated on a Second Life® island. Just over a year later, on October 6, 2009, UnitedHealthcare opened its Health Care LaneSM, described as an “interactive Web site where “townspeople” explain and teach health insurance topics.”
On CIGNA’s island of health, you are welcomed by an avatar, which greets and leads you to a virtual seminar. CIGNA claims the island encourages audience participation through such fun-filled seminar activities as voting about the fat content of certain food items. The seminar speaker, meanwhile, demonstrates “oversized illustrations of various fiber-rich foods that should be eaten throughout the day.” Doesn’t it seem strange that a Second Life enthusiast would want to pay attention to healthy eating when, with a few clicks in the “change appearance” menu, she can reduce her avatar by three dress sizes? Of course, CIGNA is trying to reach the real human at the keyboard who does eat food, but it seems like an odd and forced connection.
Diet Tips for Avatars
In CIGNA’s “nutrition zone” participants can develop their nutrition knowledge, learn how to make healthier food choices and understand portion sizes and food labels — “skills that will enable them to lead healthier, more energetic and productive lives.” These are laudable goals, but again, isn’t there a disconnect when CIGNA tries to teach proper nutrition to people who are walking around as avatars?
Quiet Neighborhood
Over on UnitedHealthcare’s Health Care Lane, you can visit these very exciting destinations as you stroll through town:
  •  The WiFi Café, where you can learn about online health tools and calculators. (Better make it a double espresso to stay awake!)
  • The Town Bank, for information about Health Savings Accounts.
  • The Public Library for definitions about common health insurance terms.

As Pine & Gilmore explain, the richest experiences encompass “The Four Realms” — entertainment, education, esthetics and escapism. I think the CIGNA and UnitedHealthcare sites make a good-faith effort in the educational realm, but they fall short in terms of entertainment, esthetics and escapism. Part of the problem is that when people are immersed in a virtual world, health insurance is simply not a subject they want to think about. What escape is there in that? They don’t even want to think about it in the real world, which I know from my experience as a communications consultant for a health plan.

Serious Games

The CIGNA and UnitedHealthcare sites also do not live up to the description of “Serious Games” offered by C.C. Abt. He describes serious games, which would certainly include attempts to make health insurance fun, as those that “unite the seriousness of thought with the experimental and emotional freedom of active play.” There’s clearly seriousness of thought required here — health savings accounts, fat content, and such. But try as these companies might, I’m skeptical that health insurance games rise to the level of “experimental and emotional freedom of active play.”

The thing is, serious games can be entertaining, as C.C. Abt writes. And virtual world games have to be entertaining if people are going their to fill their need for a “third place,” as Andrew Hinton asserts. But if this third place is akin to the corner pub or town commons, does anyone really want to spend precious free time boning up on common health insurance terms?

Lack of Meaning

Another part of the problem is that health insurance products, and health topics in general for that matter, don’t have any meaning in the virtual world experience. There is no need for health or health insurance in Second Life. These companies are applying a real-world product to a pretend-world platform, and it seems forced.

The situation is similar to the example of cell phone service sold on Second Life, as related by a Second Life participant, D.J. Barracuda. He shared his view of a article, “Will the Last Corporation Leaving Second Life Please Turn Off the Light?” Says Barracuda: “Let’s be real here for a moment. A known cell phone company came into Second Life to sell their products. Cell phones. We have absolutely NO use for cell phones in a game…I think the poster Al Ramirez said it best when he said, ’I think the bottom line is corporations plainly need to operate in the real world.’”

Bragging Rights?

Are these companies investing money in a virtual world presence because of the lure of exciting new technology? For bragging rights to impress investors? “This is the next big frontier,” states Claus Nehmzow, General Manager International, of Method, a “brand experience agency” that CIGNA hired to design its community. And companies like CIGNA want to claim their stake as pioneers. This is not their sole motivation, but they need to be careful about losing focus on the appeal and effectiveness of the virtual world offering.

Although health insurance companies have a unique challenge in converting an especially dry topic into a fun, interactive experience, the problem may be bigger than that. As the Los Angeles Times reported in July 2007, industries of all kinds were finding that “avatars created by participants in the online society aren’t avid shoppers.”

 No Marketer’s Paradise

A three-dimensional society like Second Life, where publicity is cheap and the demographic is computer-savvy, should be a marketer’s paradise, the article says. “But it turns out that plugging products is as problematic in the virtual world as it is anywhere else.” I’ll be sure to remember this when my company says it’s time to build an island on Second Life.