[This is republished from my personal blog, here]

Let’s ask some questions.

We are guinea pigs, at the first 1% of these powerful new technologies that have rapidly, exponentially, grabbed hold of our lives in the last 5 or 6 decades. In the last 10 years, with the last 5 being the real growth, connective communication technologies have completely obliterated old systems, such that we have few ground rules to go along with our lack of understanding of how these things effect / affect our world, communities, families, and our health.  To consider this revolution with some historic perspective, consider how the printing press altered culture & society, then imagine what the long term impact of social tech, considering it is a two way platform, and humbles the printing press as a vestige of our enlightenment.

As technological guinea pigs, we may ask what the impact is.  Where is this going?  Let’s cast aside our preferences or predilections…. some love to be connected, some love to hate being connected, some can’t admit they are addicted.  But instead of having a personal or emotional conversation about how “connected” you feel to a “smartobject”, let’s consider the science behind how those objects are impacting you. This stuff is vital to think about – it’s just the beginning of awareness about these oft overlooked impacts of modern living.  To all those who tire of the madness and pace of this modern world… it will subside.

This is relevant to you – to us – and to everyone else….. Please share this with your friends, family, people you love, and… especially… the people who need it.  The problem is that the people who need it most will take the least amount of time to read and understand it.  So, the duality of our human condition marches on.

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THE DATA & STUDIES

Email depresses me.  There *is* a lonely, hollow joy as I whittle it down – for me, there is a banal exhalation in deleting spam emails while using the W.C. first thing in the AM – metaphoric and literal expelling of crap.  To feel joy over something so mundane and non-compelling feels empty. My giddiness is quickly vaporized with the realization that I get satisfaction from deleting emails… not due to deleting them, as much as not actually having to reply to them.  Replying to emails makes me depressed…. and of course, it’s part of life, and I am guilty as hell for creating email. Please do not ask my friends. I would call it hypocrisy if it wasn’t simply technological immaturity.

Well…

1) Email “Vacations” reduce stress, increase productivity, and increase concentration.  People who don’t look at email = healthier and doing better. Interesting.

Our dopamine receptors evolved over millions of years to look out for any foreign movements or things out of place… constantly searching the horizon for new information that might imperil our clan.  Well… that’s to protect ourselves from certain death during the caveman days… it certainly helped us survive.  But that evolutionary trait wreaks havoc on us when we can’t remain task oriented for long enough to ignore the “ding” or new email count number.  Here is the actual UC Davis announcement of the study.

“Heart rate monitors were attached to computer users in a suburban office setting, while software sensors detected how often they switched windows. People who read email changed screens twice as often and were in a steady “high alert” state, with more constant heart rates. Those removed from email for five days experienced more natural, variable heart rates.”

“We found that when you remove email from workers’ lives, they multitask less and experience less stress,” said UCI informatics professor Gloria Mark.

2) Being over-attached to tech is harmful — and we pay a price.  It is changing the way we behave, interact, and exist within a moment.

“Scientists say juggling e-mail, phone calls and other incoming information can change how people think and behave. They say our ability to focus is being undermined by bursts of information.”

“These play to a primitive impulse to respond to immediate opportunities and threats. The stimulation provokes excitement — a dopamine squirt — that researchers say can be addictive. In its absence, people feel bored.”

“The resulting distractions can have deadly consequences, as when cellphone-wielding drivers and train engineers cause wrecks. And for millions of people like Mr. Campbell, these urges can inflict nicks and cuts on creativity and deep thought, interrupting work and family life.”

“Mr. Nass at Stanford thinks the ultimate risk of heavy technology use is that it diminishes empathy by limiting how much people engage with one another, even in the same room.”

“‘The way we become more human is by paying attention to each other,’ he said. ‘It shows how much you care.’”

That empathy, Mr. Nass said, is essential to the human condition. ‘We are at an inflection point,’ he said. ‘A significant fraction of people’s experiences are now fragmented.’”

 

3) Studying attention & memory as it is effected by the technology & pace of modern culture. The findings suugest being off-grid & in nature repairs our tech-hysteria & dependence:

“But the trip’s organizer, David Strayer, a psychology professor at the University of Utah, says that studying what happens when we step away from our devices and rest our brains — in particular, how attention, memory and learning are affected — is important science. ‘Attention is the holy grail,’ Mr. Strayer says. ‘Everything that you’re conscious of, everything you let in, everything you remember and you forget, depends on it.’”

“If we can find out that people are walking around fatigued and not realizing their cognitive potential,” Mr. Braver says, then pauses and adds: “What can we do to get us back to our full potential?” Mr. Kramer says he wants to look at whether the benefits to the brain — the clearer thoughts, for example — come from the experience of being in nature, the exertion of hiking and rafting, or a combination.”

“Mr. Atchley says he can see new ways to understand why teenagers decide to text even in dangerous situations, like driving. Perhaps the addictiveness of digital stimulation leads to poor decision-making. Mr. Yantis says a late-night conversation beneath stars and circling bats gave him new ways to think about his research into how and why people are distracted by irrelevant streams of information.”

“As they near the airport, Mr. Kramer also mentions a personal discovery: “I have a colleague who says that I’m being very impolite when I pull out a computer during meetings. I say: ‘I can listen.’ ”

“Maybe I’m not listening so well. Maybe I can work at being more engaged.”

 

4)  “Stuff” doesn’t make people happy, while experiences create a long lasting, woven tapestry of happiness– more and more people are asking the simple question, “But will it make me happy?”  We often mindlessly do what the rest of the crowds are doing…. But is it fulfilling?

One major finding is that spending money for an experience — concert tickets, French lessons, sushi-rolling classes, a hotel room in Monaco — produces longer-lasting satisfaction than spending money on plain old stuff.

“‘It’s better to go on a vacation than buy a new couch’ is basically the idea,” says Professor Dunn, summing up research by two fellow psychologists, Leaf Van Boven and Thomas Gilovich. Her own take on the subject is in a paper she wrote with colleagues at Harvard and the University of Virginia: “If Money Doesn’t Make You Happy Then You Probably Aren’t Spending It Right.” (The Journal of Consumer Psychology plans to publish it in a coming issue.)”

“Current research suggests that, unlike consumption of material goods, spending on leisure and services typically strengthens social bonds, which in turn helps amplify happiness. (Academics are already in broad agreement that there is a strong correlation between the quality of people’s relationships and their happiness; hence, anything that promotes stronger social bonds has a good chance of making us feel all warm and fuzzy.)”

 

5)  Not a study, but a narrative reaction to the impact of these technologies on the fragmentation within this pace of life (via The Economist): Why Americans cannot enjoy their holidays…  and how we don’t *really* get away anymore. Not only do we give back nearly five hundred million vacation days back each year… when we are on vacation, we aren’t really on vacation.

“Even when Americans do take time off, they find it hard to relax. Having holidayed for many years with the family of a Wall Street lawyer, your columnist’s slumber has all too often been disturbed in the early hours by the murmur of writs, affidavits and threatening letters being dictated by phone to New York from Provence, Tuscany and other otherwise tranquil locations. It may be that without this unremitting industry the lawyer and his family could not have afforded quite so many hops across the Atlantic. But it seems pretty clear that something cultural—that famous Puritan fear of idle hands and easeful nights—is at work as well.”

 

The final thought, something to dwell on, turn off the computer, and reconnect with:

6) THE JOY OF QUIET from the New York Times.

“In barely one generation we’ve moved from exulting in the time-saving devices that have so expanded our lives to trying to get away from them — often in order to make more time. The more ways we have to connect, the more many of us seem desperate to unplug. Like teenagers, we appear to have gone from knowing nothing about the world to knowing too much all but overnight.

Internet rescue camps in South Korea and China try to save kids addicted to the screen.”

“When telegraphs and trains brought in the idea that convenience was more important than content — and speedier means could make up for unimproved ends — Henry David Thoreau reminded us that “the man whose horse trots a mile in a minute does not carry the most important messages.” Even half a century ago, Marshall McLuhan, who came closer than most to seeing what was coming, warned, “When things come at you very fast, naturally you lose touch with yourself.” Thomas Merton struck a chord with millions, by not just noting that “Man was made for the highest activity, which is, in fact, his rest,” but by also acting on it, and stepping out of the rat race and into a Cistercian cloister.”

“We have more and more ways to communicate, as Thoreau noted, but less and less to say. Partly because we’re so busy communicating. And — as he might also have said — we’re rushing to meet so many deadlines that we hardly register that what we need most are lifelines.”

“Other friends try to go on long walks every Sunday, or to “forget” their cellphones at home. A series of tests in recent years has shown, Mr. Carr points out, that after spending time in quiet rural settings, subjects “exhibit greater attentiveness, stronger memory and generally improved cognition. Their brains become both calmer and sharper.” More than that, empathy, as well as deep thought, depends (as neuroscientists like Antonio Damasio have found) on neural processes that are “inherently slow.” The very ones our high-speed lives have little time for.”

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These are profound thoughts, and shatter many a world view.  This is a much more grounded, yet holistic, approach for understanding how we exist within our tech bubbles – balance and moderation.  We ignore constantly because it is quite un-American a concept  But the idea of scaling back touches on subtle commentary from the The Tao Te Ching (that link leads to the *ENTIRE* Stephen Mitchell Tao translation) about walking a centered path….

We need to re-center, and reconnect with what is truly important…

No, not our phones. Our – selves, our loves, our lives.

 

…. And maybe multi-tasking and constant professional vigilance isn’t proving anything to anyone, except that we silently suffer in unknown, embarrassed, agreement.

I already do this during the day, knowing an emergency someone will call and I am at my desk.  It has absolutely made me more productive.  I don’t take days away, buthalf days for sure.  It’s made me feel better too, because I see more getting done, rather than being inturrupted constantly.

We are in the first 1% of this tech, and it was all just thrown down on us, and we gobbled it up.  The role of marketing for business is to create a need, so that one feels less human without the product.  It’s no wonder, then, when you combine the revolution of communication exposing a passion for addiction, coupled with the ability to expertly target market demographics by influential segment, that we are on the hook.  We *will* develop customs and rules associated with what kind of tasks or jobs we have.  Some need more connectivity, some do not.  I imagine a future where people choosing professional fields will do so depending on quality of life due to over-connectivity.  The salary for being a ditch digger might not be good, but the perk will be no email; it might be worth it.
I imagine our children will either be firmly entrenched in the culture of tech, or like that “Joy of quiet” article said, they already have boundaries and rules associated with it that we do not have (no charging in bedroom, no phones during sleepovers, etc)… but I imagine they will be choosing professions based off of quality of life which includes technological commitments, vs the old world “how much do I get paid to suffer” mentality.

This will settle itself in time.  We are at a precariously anti-science moment in American politics, but it will be impossible to ignore these findings as they come along.  I believe they are akin to the subtle awareness that dawned on our culture when we understood smoking was dangerous and unhealthy.  In a few years, I believe social companies will face the same level of accountability and regulations that tobacco or alcohol groups face today. Some may scoff at that, but then again, when you are deeply addicted to something, your brain doesn’t operate properly and makes subtle justifications to further enable your addiction. Good luck with that.

 

 

I am not going to choose to not be reachable for two weeks. I will approve comments when I return. Although, there won’t be any, because the attention span we have for personal fulfillment is almost nil.  Good luck indeed.

Of course, the hypocrisy of using tech to badmouth doesn’t escape.  It’s an epoch of duality, one might say.  Let’s add a little more to the mix…

 

I give you Louis CK’s “Everything is amazing and no one is happy”

It’s year of mobile, yet again. I think that’s been since 2004?

 

I wonder if they did this with the automobile for the first 20 years? Year of the auto year of the auto…. “year over year, there has been a 300% growth in auto usage”.

 

 

 

It frustrates me that these numbers don’t take into account the correlation of adoption of new technology, rather than what they seem to be suggesting – that last minute bookings have exploded. That increase in mobile bookings isn’t because the market is powerful, it’s just a brand new revenue stream that didn’t previously exist. These people were standing at pay phones looking through the yellow pages a few years ago. click (more…)

I think it’s time to realize we can not readily energize a fan base for something like a hotel, and the real way these “Best of the City” local contests are *truly* won is with your staff.   Consider what it’s like to receive endless credit card offers in the mail, or to have someone call you multiple times and talk only of themselves.  Trying to urge your fan base to do work for you might only not work, it might be counterproductive.  Those who will vote for you on the best-of list are already prone to do it, so they don’t need encouragement.  That means you might be spamming your precious contact list, instead of proselytizing them to action.

 

So… how are you going to win these “best-of” lists?  It will happen when you understand the future of social media in hotels – and when you understand that PR & Marketing need synch with all operations, including departments they may not always interact with.  In this post, we will consider how the future of PR & Marketing will (and should) fit into the world of Human Resources.
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I have been RACKING my brain over this -

How do you become accessible to emerging tourist markets? —->Brazil, China, and India?  That’s just the powerhouse economies, and we shouldn’t forget Mexico & South America or other parts of Asia, and Russia.  I have been watching China fairly close, and although money is there, it sounds like they are price sensitive and no frills. In exploring Emerging Markets, I have found some wonderful insight from the Economist and NPR.  I am including those links and info at the bottom. So the question is: How do Hotels, and the rest of Travel, connect with these massive economies and new travel markets?  I assume you could add Bebo, et al to your social initiative, but many places have censors and blocks, or others are hard to penetrate online or off.  Have fun thinking! GREAT info after the jump (more…)

This is a really big question. I would love to see the industry really delve into this.  The transition from real world to online has been very fast, and a lot of the “infrastructure” is so much e-duct tape, putty, and last minute jury rigs – all of which should have meant to be temporary so that we can rebuild our online world of distribution based off tried and true methods, as they evolve.  I know our industry is never that pro-active, but maybe we have an opportunity to start learning from where we are losing the most money, and patch those leaks.
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The Story of Hotel Coffee.

This is something I have done in the past – talking about the history of hotel systems and amenities, and where we are today.  It’s likely horribly self indulgent, as well as terribly boring…. but coffe is such an afterthought, in so many situations, it deserves, at least, it’s own post.

We can start with my background in coffee:  I drink it. I drink quite a lot of it. I quite enjoy it.  I have a burr grinder. The burr grinder changed my coffee life.  As counter-intuitive as it is, I now understand why artisan roasters refuse to sell ground beans.  ”But the market is there for it”, my simplistic free market capitalist economy mindset cajoles my caffeine addled nerves… but self respecting roasters know their bean isn’t honored by letting it die a slow and lonely death as a tired ground in a depressing bag.

So… this is where we engage my hospitality mind, and wrestle with my pragmatic operations side, vs. my guest experience and brand equity side. More after the jump…
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A very informal smattering of data and commentary about the complex debate (for owners) about whether to be a dog friendly property or not.  The below data is objective, and clearly indicates the benefits of adding a pet friendly policy to your hotel.  In fact, this is likely old news, as our whole industry has started “going to the dogs”.  But I compiled this, and thought it might be useful to some people in making their arguments.  There is a long list of subjective points that could be discussed for hours, as the topic of dogs is fiercely emotional and personal, both to pro and anti-dog people.  There are plenty of studies suggesting that dogs increase happiness, reduce stress, reduce depression, and prolong lifespans in human owners, including lower blood pressure and cholesterol - this, however, is not always enough to make a decision in the business world.  Unfortunately, GNP does not mean Gross National Happiness, and business often means bottom line.  Below are some ways to understand the impacts of dogs on the guest experience….. [click more for all the info!]
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And here comes RoomKey… filling an empty space that the OTA’s have bungled.

Here’s an article on Room Key, the hotel brand search engine.

Upshot (summary via TNOOZ):

Choice Hotels InternationalHilton WorldwideHyatt HotelsInterContinental HotelsMarriott International and Wyndham Hotel Group have combined to establish the joint venture under the leadership of CEO John Davis, founder of the Pegasus hotel distribution and technology service.”

And here is Barb Delollis from USA Today with a Facebook post that sparked some awesome conversation.

 

My commentary (after the “more” if you are seeing that… just click for the full post) from that Facebook post (which, as it happens, is by far the most interesting post I have seen on Facebook in years, and no… not because of my response).
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Ed Note: Pardon my current technological shortcomings, for the time being. You might have to click on the pic to open the full size photo of the website.  Currently, I am having trouble having them display full screen in the blog post itself. Pardon that. Cheers!

 

I know, no matter how people excuse it, you can’t use flash anymore.  It’s not even a conversation, and when I am forced to have it… I get frustrated.  I also know you need to have a mobile page.  Please, neophytes or luddites, *please* understand a mobile-optimized website is *NOT* a hotel specific branded app.  You don’t need the latter unless you are one of the big 5.  If they don’t know your brand, or boutique concept, they won’t know to search for it.  Don’t let giddy marketer buzzwords excite or cloud your understanding of these complex technological trends. I only say complex, because, as the old joke goes, we hotel people are not pioneers specifically because pioneers were shot in the back with arrows.  We have always been behind the curve. Always.  The innovators have always been long term and conservative.  We have some colorful characters in this business, as well (looking at Chip [who's site isn't too bad, either] or Ian, particularly…), but the classics have always been plodding and broad scope visionaries like Stan Bromley.

More website dicussion after the [More] tag!
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Download a PDF of the article for your Kindle or Ipad (right click and “save as”)

Facebook lost 5-6 Million members in the US in May 2011, mention of $100 Billion IPO comes same day.

Facebook Today

Are Facebook Users Making Their Own “Dislike” Button

Facebook – what was a fun little site, the entire business world has turned into the Holy Grail. This is troubling, because it’s not the site that is amazing, but the new social comm technology that connects people.  I crunch some numbers here, and it’s obvious people aren’t interacting with brands on Facebook. Why are we losing sight of this? It’s just a platform, and membership does not attest to equity.  Equity is where the internet is happening, and the internet is not happening on Facebook.

Facebook might have a $100 Billion IPO, for Q1 2012.  Why would they let this ridiculous evaluation slip the same day it is announced that they also lost 6 Million people in May, via WebProNews.  Gizmodo says 5 Million. A Facebook insider says “nearly 6 million”.

It seems interesting, especially because one would hope that a whopping $100 billion would drown out the measly figure of 5-6 million members.  It’s notoriously difficult to cancel an account, so what’s going on?  Was the drop a culling of the notorious spam that poisons social media?  Is it businesses finally deleting their profile they built before the advent of pages? I know of a couple that have done so in the recent weeks. It’s a bigger, more frightening, trend than this.

Read More…… (more…)

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