The Problem with Twitter Trust Metrics

Dec 27, 2009

Charles Green from Trusted Advisor just wrote a post about measuring trust on Twitter.

I think it’s an interesting measurement, but there are issues with it. He mentions the biggest one, saying

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The biggest problem comes not in the measurement, but in the subject matter. So it is with trust. In the TweetLevel tool, trust is largely a function of how many people cite you. That’s perfectly reasonable. People definitely hang on Perez Hilton’s words a lot more than on mine.

But it does beg a huge trust question: trust Perez Hilton to do what? To say what? To behave how? What is it that we trust about John Mayer–and is it the same thing as for which we’re trusting Oprah?

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That speaks for itself, I think. Nothing more to add there.

My biggest worry, however, is the possible effects this measurement may have. As much as I see the value of measuring something, a measurement like this brings a lot of false promises. Most importantly, trust is a very personal thing. What matters is how much each individual trusts you, it’s not a question of broad statistics, in my opinion.

The issue of a trust metric like that is this. Once you put a number to something, people tend to strive for higher numbers. It’s the nature of human competitiveness, kind of. And I fear that the more we put a number to trust, the more people will try to game the system just to get higher numbers, making more retweetable tweets, etc. And that could easily lead to even less personal interaction.

TweetLevel measures how often you’re cited, and that’s certainly valuable. But we need to not confuse this too much with trust. Yes, it’s probably a reflection that people trust what you say, and think you have valuable input. But do they really trust you? And I think that’s the main question. You can be having personal conversations on Twitter, things that others don’t retweet. Your trust metric won’t go up, but because your conversations are personal, the person on the receiving end gets to build a relationship with you more and gets to trust you. Is this any worse than being retweeted often? I’d say not.

A while ago, Chris Brogan wrote this:

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I’d go to Savvy Auntie because Melanie Notkin will give me advice that would help me buy for kids, where Amazon’s just too big to feel helpful in that regard.

I’d go to Wine Library because Gary Vaynerchuk will take the fear factor out of buying something I’m not educated about.

I’d go to Glynne’s Soaps because I appreciate Gayle and Jennifer’s efforts via social media, so it’s like buying from a friend.

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And I think that’s more important. What you do with the “trust” that you have. It’s all well and good having high numbers, with people retweeting you all the time.

But you need to remember to ask two things. Firstly, what are they retweeting? And secondly, how are you relating to those who are retweeting you? It’s not all just about retweets. There’s also huge value (perhaps more) in a personal relation, that cannot be captured from that.

Don’t Make Promises You Can’t Keep

May 2, 2008

So, I was supposed to be enlisting for National Service (2 years of compulsory army for all Singaporean guys). When I applied, one of the papers mentioned that my enlistment should be within 6 months of my application. When I went for my medical, the person there told me that I would be enlisted by either March/April or the at least by June/July. And that I’d only get my letter a month or so before.

Because of that, I haven’t been able to do much all year. I didn’t know how long I had before enlistment, so I couldn’t really commit myself to anything. And yesterday, my mum went down to the Central Manpower Base to check, and was told that my enlistment would be in September.

I’m seriously really pissed off about this. Firstly, and most importantly, they lied. I was told I’d be enlisted by June/July, and that didn’t happen. I know that circumstances change and all, but if that was the case, they shouldn’t have told me as if it was a fact that I’d be in by July. They might be the government, and there’s probably nothing much I can do about it, but it’s still really annoying to be lied to. Maybe I’m over-reacting. But even though they’re the government, they still shouldn’t make promises they can’t keep. Rather, especially since they’re the government, they shouldn’t. I’ve seriously lost trust in them because of this.

The second reason, albeit less important, I’m pissed about this is because it’s wasting my time. It’s wasted half a year of my life waiting. I’m now rushing and struggling to find a summer program/internship to do. So if anyone has any suggestions or offers, let me know, yeah? (I have no qualms about travelling, if required.)

If I had known from the start that chances are I’d be enlisted in September, I wouldn’t be pissed. I’d have planned accordingly. And I’d still have been able to do a lot. I would probably have applied for Seth Godin’s internship (I’m not saying I would have definitely got in, but I’d have loved to at least had the chance to try). I would have gone to California with my mum earlier this year. I would have applied for a summer institute. But because I was told that I would be enlisted by July, I didn’t. And I’ve missed lots of opportunities.

I guess it all comes down to this. It’s not really about the date itself. It’s about what I was told – what I was led to believe and expect. Don’t tell me something and not deliver on it. Don’t make promises you can’t keep.


Mar 17, 2008

I’m sure we’ve all had experiences when two people tell us the same thing, and we listen to one and dismiss the other. We listen to people we have relationships with. We pay attention to those we trust.

Trust has become even more important in today’s world, where attention is becoming more and more scarce.

The challenge is to build a relationship with your customers – to get build trust. And for more on the topic, check out Chris Brogan and Julien Smith’s excellent manifesto on Trust Economies.