Music fans, as seen by Atlantic Records
I don't think of myself as a cynical person, and I am not anti-business (though I will accept 'broadly anti-corporate'). But when your job is to analyse and critique the music industries in the digital age, it's hard not to come off as a bit negative sometimes. So when you read this, rather than imagining me cross, picture me laughing at the futility instead.
Thanks to Twitter, I stumbled upon this article in Information Week which provides an insight into the ways in which major record labels and their subsidiaries view the world of social media.
My favourite quote:
"Over time, we've become really focused on figuring out what do we do all these people we've sort of corralled?"
Corralled. Like, herded into a pen. Is that really what they think happens when somebody follows an artist on Twitter?
Snowden said he thinks of fans acquired through a Facebook page or Twitter profile as being at the beginning of the process. Ultimately, he wants to bring those people to the artist's website, get them to join a community there, and become a customer who buys CDs or digital downloads.
Because if they're in a 'community' (read: audience) then it's more like broadcasting and less like conversation, which is harder to 'monetise' (ie: sell plastic discs to). But social media, rather than being an engagement between human beings, is an important part of the marketing funnel. It's the big open end which leads inevitably toward getting people to buy CDs and iTunes downloads.
Like the road from the corral to a slaughterhouse which can only get meat out of a cow one animal at a time, I suppose...
But since the cows are all wandering around out there loose and uncontrolled at the moment, you need the right bait to lure them into the pen. And so job one is making sure artists are conversational, personal, real - and most importantly... trained to say the right things, and always on-message:
The emphasis on personal marketing also means matching social media campaigns to the style of the artist, so they publish what comes naturally to them, Snowden said. When his team first sat down to coach Rob Thomas, lead singer for Matchbox 20, he initially rejected all their selections.
And that can be hard for the poor record label, because artists aren't always easily manipulated into spouting PR rhetoric:
"We have to be careful that everything stays in their voice," he said. This presents challenges because recording artists are "imperfect marketers" and don't always understand the impact their posts will have.
But it's not enough to get your artists to collect fans on Twitter and speak to them in a well-constructed and media-trained 'authentic' voice, it's important to also trick your artists into including tracking code in their communication with fans.
Sutter said one of her challenges is that artists won't necessarily cooperate in including the tracking code she would like to see in every post. However, Snowden's team has been clever about getting artists like Bruno Mars to use smartphone apps that include that code automatically. "Bruno doesn't know it's there, but I do," she said.
Moo.