Controlling the Conversation

Ever think about why American Idol is so popular? I have, and I suspect that it's because the program's very premise is that the viewers control the story line. More or less, that is. In reality, like a lot of other brands, American Idol wins by merely creating the illusion of consumer empowerment.

The show's first dirty little secret seems to be that only a small percentage of the people who watch American Idol actually vote for their favorites. A viewer survey by Initiative, a media and marketing communications network, finds, surprisingly, that the opportunity to vote is actually the least engaging aspect of the show.

The second not-so-secret secret is that the show's judges -- Simon Cowell especially -- are there to subvert what America actually wants and make sure the "correct" contestant wins. Problem is, this season an "incorrect" contestant -- Constantine Maroulis -- attempted to bypass American Idol's idea of a story line by creating his own.

How did he do that? That's easy: Constantine was reading what his fans (a.k.a. "The Greek-God Groupies") were saying on the American Idol blog and taking their lead. If his fans asked him to wear his hair in a ponytail, that's what he did. If they sent him five dozen roses and asked him to wear one on the show, he did that, too.

Ultimately, Constantine Maroulis's interactive storytelling couldn't compete with American Idol's presumptive plot line, and he was eliminated from the competition. But that's beside the point. His branding was all about having a conversation with his consumers, and he set a fine example for other brands to follow.

It's doubtful many of them will because, frankly, so many marketers seem to be afraid (or even in contempt) of what their consumers have to say. Just look at corporate America's reaction to blogging: Rather than encouraging a true dialogue, much of branded America appears intent on controlling the conversation.

Indeed, a recent article in BusinessWeek suggests that a good chunk of the marketing world's energy is negative when it comes to blogs. In the main, they are "monitoring" blogs for bad news and "buttonholing" bloggers for the purposes of "damage control."

But what, exactly, is the nature of the damage? That consumers are telling their versions of a brand's story? That Constantine should win instead of Carrie? That's not damage; it's insight. As Yahoo!'s Jeff Weiner told BusinessWeek: "I'm amazed people don't get it yet… Never in the history of market research has there been a tool like (blogs)."

Good marketers have always had conversations with their consumers -- through focus groups, surveys, and other research techniques. But like a lot of what happens in marketing, the dialogue tends to be a tactic, not a strategy. The conversation starts and stops at the pleasure of the marketer, who firmly controls the context every step of the way. Doesn't that make it harder to be innovative? It would sure seem so.

Mon Quotidien, a newspaper in France, is taking an interesting, alternative approach. Because the newspaper is written for kids, it allows them to pick the stories it runs. According to an article in The Christian Science Monitor, the paper invites kids to participate in its twice-weekly editorial meetings, and actually gives them veto power over what gets published.