When building a new community or functionality on a social network, one of the first questions I ask is ‘tell me about the people who will use it.‘ I want to learn more than just their demographics, their psychographics or even what we called at Intuit, their firmographics (how many employees are at the company, how much revenue have the generated, or their occupation such as purchasing agent or IT professional).
And I also want to know where on the technology adoption curve the target audience(s) reside. And I want to know about the words and phrases they use in their ever day business.
A few years ago, when we introduced Podcasts on the Intuit Community website, nobody clicked on the word ‘podcast.’ So we did some tests in usability and learned that our users — who tend to be older and not residing on the cosmopolitan coasts of the USA — didn’t know what that term meant. Instead, we learned that they related better to more common phrases, such as Radio-on-Demand, so we used that term. We also learned (a few years ago) that they had no idea what a blog was and they had no interest in blogging.
So, it’s important to understand where your users (the people) are on the adoption curve.
As the above chart shows, Geeks started using Blogs a lot sooner than Small Businesses. Sound obvious, right?
It was until we started talking to people that manage online communities and social media activities. At that time, everyone wanted to build a blog, write a blog, and ‘do the blog.’ But we resisted at Intuit because our typical Small Business owners were not ready at the time. Today, they might just be ready. However, Business.com recently did a survey listing out the top social media tools for different vertical/industry segments. And at the top of some of the lists were Webinars. Who knew that something so old web school could still be popular?
I am working on compiling a list of examples like the ones above. So, feel free to send them my way.