listening

The Advent of Machine Learning as related to Social Listening

The advent of #MachineLearning as related to social listening precipitates a lot of honest-to-God hard work during a transition from human-led to machine-led insights. This will happen because many humans will be needed to create custom attributes and custom classifiers for the machine to use in the new upcoming #AI driven insights industry. Humans teaching the machine to think like we do, to analyze like we do, to understand nuance, culture and the evolution of language (keep in mind, social tech experts, I am referring to a truly global machine analyzing the languages of the world…not just English).

Since there are many gaps in social data, we face an uphill in pairing other data sources to the snippets we get from public sources of conversations. The key to a complete “AI Social Data Intelligence Machine” will be sources such as Axciom, census data, background check sources, private networks like Doximity/A Small World and finally, if possible, the nexus of data from Facebook and Amazon. This particular nexus is a kind of holy grail that the leading machine intelligence experts will eventually open to brand leadership. But previous to such events, we have a grueling journey as analysts, insights researchers and programmers to “teach the machine how to be a human”.

One of the most exciting branches of this “teaching” will be a self-aware machine, an artificial mind that will begin to offer recommendations…and then may decide to act upon these recommendations.

Listening is a core muscle for thriving online

The most basic and powerful way to connect to another person is to listen. Just listen. Perhaps the most important thing we ever give each other is our attention…. A loving silence often has far more power to heal and to connect than the most well-intentioned words.
~Rachel Naomi Remen

Listening and asking for clarification is hugely important in the social networks. People are finding their voice in these networks, often for the first time. People are writing themselves into being in these networks. This requires frequent wisdom and compassion.

Yesterday, I encountered the reality of this needed compassion in a new way: I saw a variety of conversations that convinced me humanity is increasingly thinking as one mind. The weave of personal comments in threads with mass media news with music and images shared by individuals revealed to me the incredible way we have merged into a collective dance. Remember at high school dances when everyone danced on their own and then would merge into a line or a circle and then disperse again into couples and smaller groups? I watched this in real-time yesterday online. Truly amazing diversity woven into one shape, one circle, one global community – the Internet.

For years, I’ve predicted that a single tweet or FB post or YouTube video or Instagram photo would sweep the globe and fundamentally shift humans. Now I see that this is happening regularly. Individuals are offering up their thoughts in myriad networks via various mediums (text, image, video, music) and, in some cases, all of humanity circles around a particular message. An individual can watch a trend using sophisticated social media monitoring tools and jump in early on an emerging meme. He/she can capitalize on this meme and lead it, albeit with extreme aplomb since these memes are “thought-animals” that have a life of their own. The entrance of a meme into a culture, as many know, can significantly alter the individuals in that culture.

I think we have an opportunity to consciously sequence a series of memes in order to alter global consciousness. We have an opportunity to significantly change the way individuals relate to one another through an emphasis on kindness, goodness and empathy. One opportunity humans have online is simply to listen to others. And so we are all, in a way, sitting down in impromptu circles around specific posts and hearing each other out on that issue in the post. And often the issue morphs as participants work out their feelings and past issues. These expressions indicate a swiftly evolving conversation headed towards, we hope, understanding and unity on a global level.

Again, people are writing themselves into being in these networks. This requires frequent wisdom and compassion.

The value of listening for the human family

The human family will come together when simply listening to one another supersedes having the “right” answer. What is important is to value and affirm one another. If we can do this, we will have the entire human family talking and listening to each other. This short existence is a special time for each person, a time for sharing ideas, exploring creativity, and basking in the glow of one another’s approval.

Listening technologies aid heart-based initiatives

Love does not dominate, it cultivates. – Goethe

Creating an organization characterized by heart-orientation requires leadership to implement listening technologies and human-run analyses of conversations. These analyses can lead to extremely effective internal and external focus groups geared towards bringing employee and customer needs to the forefront. Such research also exposes potentials for excellence previously unnoticed. This “positive shadow potential” can be just what an organization needs to move forward into the next level of excellence.

Unconscious processes are a central reality of organizational life, just as in individual life. Effective market research using social data can reveal such processes. When I peer into the conversations surrounding an organization and within an organization, much is revealed about the workings and doings of that team. A primary value for large enterprises in hiring a market research team to work internally is discovery of shadow aspects within the silos. When unseen trends within staff are revealed through conversation research, leadership can take steps to elevate positive potential and heal negative propensities.

Seeing into the heart of an organization via social listening projects is a very effective measure for weaving the strengths of the silos together for total organizational success. For example, the customer-facing staff who are involved in servicing complaints and solving technical difficulties are often at odds with quantitative, sales-driven staff. The results-orientation around money in the sales department runs contrary to the nurturing orientation in the customer service department. Sales leaders need to hear the chief complaints from customers via the market research staff. This will help the sales staff to bring their pitches into closer alignment with what the customer truly wants and needs.

To cultivate a heart-based organization, leadership must itself be willing to invest in a unit focused on listening. This is the first step in nurturing deep growth and consistent attention customer need.

On Seelesorger "Soul Carers": The Leaders of the emerging single interconnected civilization

A Seelesorger is the German word for a Soul Carer, one who nurtures the inner person. In the current age, our civilization needs and cries out for experiences which create soul enrichment and cultivate the inner life of the individual. It could be said, in fact, that all of humanity is on a soul searching quest VIA the social fabric of the internet through relationship building and identification with tribes closest to one’s heart and personal passion. Again, social networks are fostering a deeper experience of our humanity on a daily basis for the individual and, increasingly, for the corporate entity.

A NEW MODEL OF COEXISTENCE: Vaclav Havel, first president of the Czech Republic from 1993-2003, spoke in 1994 in Philadelphia upon receiving the Freedom Medal (given the previous year to Mandela and DeKlerk). In his speech, he commented on the giant upheaval within human civilzation:

“The distinguishing features of such a transition are a mixing and blending of cultures, and a plurality…of intellectual and spiritual worlds. These are periods when all consistent value systems collapse, when cultures distant in time and space are discovered and rediscovered…[For us] the artificial world order of past decades has collapsed and a new, more just order has not yet emerged. The central political task of the final years of this century, then, is the creation of a new model of coexistence among the various cultures, peoples, races and religious spheres within a single interconnected civilization.”

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THE SINGLE INTERCONNECTED CIVILIZATION: Mr. Havel, the single interconnected civilization you spoke of in 1994 has arrived in the form of the internet, accessed from ports near and far, North, South, East and West, liberal and conservative, animated and static, mobile and hard-wired. Humanity has woven through the social fabric of the internet an image of itself, with all persuasions and orientations present and full of voice in images, video, music and text. We are weaving this tapestry, this fabric, together for the good of our children…as a kind of patchwork-quilted net for them to rest in and communicate through…to one another for the good of the planet and the future. The projects to save the eco-system, the economy and our very existence as humans have become multitudinous and far reaching.

Some of our projects are listed here, Mr. Havel:

http://bit.ly/crowdsourcing_examples_innovators

EVERYONE HAS A PLACE BY THE FIRE: We concur with Aaron Kipnis, who writes, “You belong. You are welcome. You have magic. You don’t know how to use it yet. You will learn. There is a place for you by the fire.” This statement by Kipnis applies to the phenomenon of what Clay Shirky meant by titling one of his recent books “Here Comes Everybody”. Mr. Shirky wrote recently in an essay entitled “The Shock of Inclusion” that “…the Internet could easily become Invisible High School, with a modicum of educational material in an ocean of narcissism and social obsessions. We could, however, also use it as an Invisible College, the communicative backbone of real intellectual and civic change, but to do this will require more than technology. It will require that we adopt norms of open sharing and participation, fit to a world where publishing has become the new literacy.”

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In this single interconnected civilization of the social fabric of the Internet, the time has come when single voices will reverberate through carefully woven and connected networks to penetrate the soul of humanity and inspire needed change. The quality of this change contains a mystery so deep and enlivening one can hardly find time OR energy to plum its depth.

TRACKING THE GODS: James Hollis, in his book “Tracking the Gods: The Place of Myth in Modern Life”, writes, “Paradoxically, never have humans been more free. Yes, the loss of mythic grounding has tossed souls on the high seas and left them neurotic, addictive and adrift. Yet the threat of the abyss also brings a radical openness to the experience of being. Ironically, to experience this life in new ways it is necessary to recover what myth has represented historically.” I would submit to the reader that the building of social networks is truly a deeper group delving into the collective unconscious than mankind has EVER experienced or participated in. We truly have the opportunity to track the gods in this medium. But it takes an ability to listen and read between the lines. It takes a psychological and spiritual mindset.

LISTENING TO THE ORACLE: Dianne Skafte, author of “Listening to the Oracle: The Ancient Art of Finding Guidance in the Signs and Symbols All Around Us” writes, “I understand now that oracles never really left the world. They went on speaking through the cries of birds, the patterns of light upon a wall, and the thousands of other little signs showing us the way…It is we, carriers of modern culture, who have turned away from the oracles. Bird calls mingle with the airplane roar overhead, but we pay no attention. Strange coincidences urge us forward or caution us back, but we see no meaning in them. Our society harbors a great fear of anything that ushers the mind into dark, unknown regions of psychic life.” I submit to the reader that the Internet and our accessing of it and use of it HAS ushered in a possibility of spiritual renaissance, the likes of which we cannot begin to comprehend. At the forefront of social business best-practice, the number one action IS to listen, listen, listen. The amount of listening tools that have come onto the market at the advent of social business is truly astounding: http://bit.ly/listening_tools_news Using these tools to not only discover an audience for one’s product and service BUT ALSO for one’s own heart goal…to discover one’s tribe and their conversations…this is the REAL potential in these tools.

BRIAN SOLIS, author of ENGAGE, writes, “Gathering intelligence to inspire meaningful and actionable social programs is priceless.” The art of listening is re-emerging and this is a crucial entrance point to spiritual experience and life. The path of meditation is just one spiritual practice wherein the individual hears himself/herself and then the world around AND within. Deep listening is a vital activity in all realms and the basis for weaving humanity together through understanding. RACHEL NAOMI REMEN, Clinical Professor of Family and Community Medicine at the UCSF School of Medicine and one of the early pioneers in the mind/body health field, has said of listening, “The most basic and powerful way to connect to another person is to listen. Just listen. Perhaps the most important thing we ever give each other is our attention…. A loving silence often has far more power to heal and to connect than the most well-intentioned words.”

To repeat, for many individuals and even corporate entities the social networks are fostering a deeper experience of humanity and the soul on a daily basis. A single interconnected civilization is emerging and its missions can be seen in group activities called Crowdsourcing or Crowdfunding. There has never been more potential for humanity to act as a group to accomplish a single unified task than the present.