The comment thread in my last post was lengthened by Seth Finkelstein‘s characterization of me as “basically a PR person”. I didn’t like that, and a helpful back-and-forth between the two of us (and others) followed. In the midst of the exchange I said I would unpack some of my points in a fresh post rather than branch off in the comment thread. So here we are.
We tend to be defined by what we do. Or, in some cases, what we’ve done. Many of our surnames describe the work of an ancestor. Carpenter. Baker. Weaver. Tanner. Of my own surname, it says here,
In his book, Surnames of the United Kingdom, Harrison writes that the surname Searle, Searls, Searles, Serle, Serles, Serrell, or Serrill is of Teutonic origin signifying “Armour or Arms”. It is derived from the Old Teutonic Serlo, Sarla, Sarl, Sarilo, Serilo. Serli ” and the Old English “Searo”, it is the equivalent of the Old High German “Saro” which is the same as the old Norse ” Sorus” meaning Armor arms, skill or device.”
A soldier, I guess. My father, Allen H. Searls, was a soldier, both before and during WWII (he re-enlisted at age 36). But basically he was a carpenter: a builder. So was his father, George William Searls. Also George’s father, Allen Searls. Also Allen’s father, Samuell Searls. I’m not, but my daugther Colette married Todd Carpenter. So my grandson is a Carpenter too.
By the time I knew him, my father was an insurance agent. But he saw himself more as an builder of useful stuff. Thus our basement was a workshop. Pop’s brother-in-law, Archie Apgar, was a banker by day and a builder the rest of the time. In the summer of 1949, the two of them together built our summer house in the woods of South Jersey. (In a paradise of pine, oak and blueberries, now home to a shopping center.) My father was also a longshoreman, a cable-rigger on the George Washington Bridge, and a builder of railroad trestles. He did that in Alaska, where he met my mother, a social worker who had grown up in North Dakota. They married after the War and moved to New Jersey, where Mom worked for many years as a teacher. Her maiden name was Oman, borrowed by a grandfather from a fellow Swede on the boat over from Malmö (or maybe it was Göteburg… someplace with an umlaut).
Mom was a good writer, and in that respect I took more after her than Pop. I started writing in high school, covered sports for my college paper, and the wrote for a variety of newspapers and magazines across the many years since.
But I’ve done lots of other stuff too. I was a moving man. I drove an ice cream truck. I worked in frozen produce wholesaling (which consisted of moving skids of goods with forklifts and carrying clipboards in and out of freezing warehouses, railroad cars and tractor trailers). I worked in the fronts and the backs of restaurant kitchens, and waiting tables. I flipped burgers and worked counters in fast food joints. I worked in the kitchen at a hospital, and delivering food to patients. I worked in retail, both in sales and management. I worked as a community organizer in a social welfare project (a job that later gave me respect for Barack Obama’s work at the same job, especially since he was good at it and I was not). I worked in radio, doing everything from selling ads to spinning records to engineering, including maintaining transmitters and tower-climbing to change bulbs. I did site studies for FM stations, and made new facility applications to the FCC. I worked in academic parapsychology, helping with research and editing publications. I worked in a landlord’s sawmill when I couldn’t make the rent. And I worked in advertising and PR. Next to writing, that’s the job I held longest.
In 1978 I co-founded Hodskins Simone & Searls, an advertising agency in Durham, North Carolina. By 1980 we came to specialize in what as then called “high tech”. We did well and opened a second office in Palo Alto, moving there completely in 1986. A couple years later we created a division called The Searls Group, which specialized in PR, and eventually spun off on its own as a marketing consultancy. Our clients included Farallon, Symantec, The Burton Group, pieces of Apple and Motorola, Sun Microsystems, Hitachi Semiconductor, Zenith Data Systems and many more.
I had mixed feelings about doing PR, because I was still a journalist at heart, even though I was only freelancing at it during that time. And, while being a journalist made me a better flack, it didn’t make me less of one. I also found that PR folk had little leverage on corporate strategy. Their function was output, not input. So, after awhile, I moved The Searls Group’s work up the client stack, to the point where we did consulting at the CXO level, helping clients understand and engage their markets, rather than in helping them craft and send messages to those markets. You might say our job was delivering (often unwelcome) clues to the places where those clues were needed most. This shift started in the early ’90s and was done by the time Chirs Locke, Rick Levine, David Weinberger and I wrote The Cluetrain Manifesto, in 1999.
… we were not speaking as marketers. We were speaking as human beings, out in the marketplace. What happened, Jakob said, was that “You guys defected from marketing, and sided with markets against marketing.”
He was right.
The great irony that followed was that Cluetrain was generally classified as a marketing book, and its closest followers have been in marketing as well. Many marketers have been inspired by Cluetrain to improve marketing, including the practices of advertising and PR. Along those same lines, Cluetrain has also been credited with foreseeing the “social” movement in computing and communications, and with inspiring and guiding that movement as well. Look up Cluetrain+social on Google and see what comes up. (Here’s a Twitter search for the same.)
I’m not proud, or even happy, with either of those developments. Not long ago I even suggested that “social media” is a crock. My point was not to denigrate people doing good work in the social media space, but rather to point out that our collective vision of this space was wrongly limited to what could be done on Facebook, Twitter and other commercial “platforms”. Ignored was the freedom and independence granted by the Net’s own open and essentially ownerless platforms and protocols — and the need to equip individuals with their own instruments of independence and engagement: work that’s still mostly not done.
That’s why I welcomed the opportunity to add fresh chapters to Cluetrain for its 10th anniversary edition. For the last few years I’ve been working on Cluetrain’s unfinished (or unstarted) business, through ProjectVRM, at Harvard’s Berkman Center, and through its collection of allied efforts and volunteers, both around the Center and around the world. Thus my own chapter of the latest Cluetrain is titled Markets Are Relationships, and unpacks the ambitions behind VRM (which stands for Vendor Relationship Management):
- Provide tools for individuals to manage relationships with organizations. These tools are personal. That is, they belong to the individual, in the sense that they are under the individual’s control. They can also be social, in the sense that they can connect with others and support group formation and action. But they need to be personal first.
- Make individuals the collection centers for their own data, so that transaction histories, health records, membership details, service contracts, and other forms of personal data aren’t scattered throughout a forest of silos.
- Give individuals the ability to share data selectively, without disclosing more personal information than the individual allows.
- Give individuals the ability to control how their data is used by organizations, and for how long, including agreements requiring organizations to delete the individual’s data when the relationship ends.
- Give individuals the ability to assert their own “terms of service,” obviating the need for organization-written terms of service that nobody reads and everybody has to “accept” anyway.
- Give individuals means for expressing demand in the open market, outside any organizational silo, without disclosing any unnecessary personal information.
- Make individuals platforms for business, by opening the market to many kinds of third party services that serve buyers as well as sellers.
- Base relationship-managing tools on open standards, open APIs (application program interfaces) and open code. This will support a rising tide of activity that will lift an infinite variety of business boats, plus other social goods.
We don’t have those tools yet. When we do, they will change the way customers relate to companies, and therefore change the reverse as well. That will change the job of marketing, sales, and pretty much everything else a company does — so long as it responds to customers who are far better equipped to express demand, and otherwise relate, than they are today.
So, to sum up, there is a place where I stand in respect to all the above. That place is alongside customers, in the marketplace. Not alongside sellers, even when I’m consulting those sellers. My consulting hat is not a PR or a marketing one. It’s a customer hat. A user hat. (And, to the extent that I’m hired to help make sense of free and open source development, a geek hat.)
This is why I took offense to being labeled a “PR person.” I have no problem with good PR people. In fact I try to help them out, along with everybody else who’s interested in my input. But what makes me valuable, I believe, is where I stand in respect to customers. I’m on their side. I’m trying to help them out, and markets along with them. Maybe I’ll succeed, and maybe not. But I do believe that, in the long run, we will have VRM tools, and that these tools will make life better for everybody in the marketplace, including vendors.
Meanwhile, there is a temptation not only to confuse the past with the , but the present with the future. We tend to assume that, as John Updike once said (at a time when copiers, answer machines and faxes seemed miraculous), “we live in the age of full convenience”. We don’t. The present is just a draft for the future. Our conveniences are just prototypes.
I’m glad Seth and others (Dave Rogers, where are you?) are out there, calling bullshit on techno-utopians like me. A lot of what Seth and others on that thread had to say was sobering stuff. The flywheels of Old Skool industrial practices, and thinking, have not gone away. They even spin inside “good” companies like Google.
Markets are different now that the Net runs beneath them. There are fewer secrets, and both good ideas and bad can spread with alarming speed. Lately the split between the static and the live web (which most of us call “real-time” and some of us saw coming half a decade and more ago) has become dramatic and confusing. So has the split between fixed and mobile computing and communications. One can get lost through enthusiasm, despair, or both. Hey, the iPhone is a wonderful thing, but — what next? And why? And how?
Markets are no better than we make them. I’m not sure what one should call a person who works on tools to make markets better. But hey, that’s my job.
Guess I’m a builder after all.