Serving Searchers & Surfers

Psychological research conducted by Kevin Wise, Assistant Professor of Strategic Communication at the University of Missouri School of Journalism, and published in the Journal of Media Psychology, suggests that how you find information online affects your reaction to that information. The implication for marketers and publishers is that you have to anticipate how people find you and address audiences differently on the basis of their glide path.

This notion is significant because on any given day about 1/3 of all Internet users either search for something specific or come across content by random surfing, according to the Pew study on the Internet and American Life. People invest different types of energy and emotion into finding content online. Surfers undertake what academics call "ritualized" use of media. They flit from thing to thing, sorting one against the other until something catches their eye or captures their imagination. This is a random process that requires less intention, investment and brain processing.

Searchers are "instrumental" users of media determined to seek out and find a specific content and evaluating search engine results against each other to figure out which is most relevant, on-point and worth reading first. Evidently this requires more attention, brain power and more functions from each searcher's CPU. 

To prove this Kevin and his team wired up 92 freshmen in an introductory advertising class to measure heart rate, skin conductance (sweat to us) and electro-magnetic activity (a surrogate for brain processing power). They set up a site filled with awful photos and descriptions of a shooting rampage at an elementary school in Utah. Apparently disturbing images prompt more distinct responses and can be better mined for content, recall and reactions.

Having run earlier research studies to understand the inter-play of getting there versus being there or in regularspeak --finding stuff versus reacting to stuff -- Kevin wondered if how you got there influenced what you found, remembered and how you reacted. Here's what he found:

Heart rates for searchers accelerated more than those of surfers. Purposely looking for content cranks up your ticker faster than stumbling across things. Maybe this suggests a greater investment in the process which leads to an eagerness to find and consume the content.

Searchers remembered more details than surfers. You expect the directed searcher to pay more attention and care more than the casual surfer.

Searchers had more skin response. Searching and finding gets you more hot and bothered than coming across something worth checking out.  There's probably a lesson for keywords in here. Though the result isn't shocking; it's the directed dude versus the laid back dude. DItto for EMG activity.

Searchers were more disturbed  by what they found than surfers. They rated the content as more unpleasant. People looking for something specific add a dose of intensity to their reading or understanding of the searched object? Could this be a self-fulfilling prophecy because we invest ourselves more in the stuff we've invested time and energy to find?

The data suggests that different ways of getting there drive how people react and respond online. The implications are that marketers have to weigh the intensity of searching versus the serendipity of surfing as they design and display information and/or craft keywords and phrases. Assuming intense and invested searching behavior puts the impetus on copywriters and designers (not to mention SEO jockeys to hyper-serve searchers while spreading around enough bait to reel in the random surfer.

Comments

[Karina Tweedell]

Danny,

From what you are describing, it seems as searchers are always more into the content than surfers. It makes sense, because, as you are saying, searchers are determined, hence they have a goal for being at a certain website.

With surfers though it's not as straightforward. Perhaps when they are at a point when they find something that "catches their eye", they are as interested if not even more than searchers. For instance, when I'm looking for information about brand equity, it's not surprising that that's what I get in my search results and it's not as intriguing to follow the links provided and end up reading about my topic of interest. However, when I act as a surfer, go to someone's blog and then end up on someone else's page telling me about, again, brand equity, it seems more exciting and interesting than simply searching for something up straight. There is an element of a pleasant surprise and feeling that you wouldn't be normally getting a hold of this information. I suppose after such unforeseen luck my heart rate would increase.

I'm not sure that the findings of the research you describe can be complete as surfer's level of psychological arrousal differs widely. In that case I would also think that copywriters would need to work harder, concentrating on surfers and trying to lure them into their content, when they are not already invested in whatever the website is offering (as in the case with surfers).

[Danny Flamberg]

Karina

Thanks for your thoughtful posting and for reading my blog.

Danny

[depannage mac paris]

thanks for your article about video (the first one, but i couldn't post smthg)