Categories
advertising

All Marketers are liars

There’s a video of Seth Godin, author of Permission Marketing, talking to folks at google (here). He’s entertaining and interesting for about 30 minutes (“chanel costs 2500 dollars a gallon, you don’t need it, you’re buying the story”) about his theories of marketing and why google is wonderful. His new book is All Marketers are Liars has this scathing review in Publisher’s Weekly (found at amazon)


Advertising’s fundamental theorem-that perception trumps reality-informs this dubious marketing primer. Journalist and marketing guru Godin, author of Purple Cow: Transform Your Business by Being Remarkable, contends that, in an age when consumers are motivated by irrational wants instead of objective needs and “there is almost no connection between what is actually there and what we believe,” presenting stolid factual information about a product is a losing strategy. Instead, marketers should tell “great stories” about their products that pander to consumers’ self-regard and worldview. Examples include expensive wine glasses that purport to improve the taste of wine, despite scientific proof to the contrary; Baby Einstein videotapes that are “useless for babies but…satisfy a real desire for their parents”; and organic marketing schemes, which amount to “telling ourselves a complex lie about food, the environment and the safety of our families.” Because consumers prefer fantasy to the truth, the marketer’s duty is to be “authentic” rather than honest, to “live the lie, fully and completely” so that “all the details line up”-that is, to make their falsehoods convincing rather than transparent. Troubled by the cynicism of his own argument, Godin draws a line at deceptions that actually kill people, like marketing infant formula in the Third World, and elaborates a murky distinction between “fibs” that “make the thing itself more effective or enjoyable” and “frauds” that are “solely for the selfish benefit of the marketer.” To illustrate his preferred approach to marketing, the author relates a grab bag of case studies, heavy on emotionally compelling pitches and seamless subliminal impressions. Readers will likely find the book’s practical advice as rudderless as its ethical principles.

Categories
quotes

Quote #139


Because we also are what we have lost

Amores perros

Categories
quotes

Quote #138

There was an excellent In Our Time on friendship last week. This quote was in the post-show newsletter


A friend is a person with whom I may be sincere. Before him I may think aloud.

Emerson

Categories
advertising

the endowment effect & marketing

The endowment effect is that we value more highly what we already have. It’s a variation on the status quo bias that we talk about in Mind Hacks (Hack #74). This cognitive bias is of particular interest to economists, because it has implications for how eonomies work. If it is strongly in effect then people will trade less than is required to bring about the optimal resource allocation that free market’s are theoretically capable of. The most famous demonstration of the endowment effect directly addresses the operation of the endowment effect in a market trading situation [1] – showing that even though preferences for a small arbitrary item (a coffee mug) are randomly distributed, if you give half of the group one and allow them to trade less trading happens than you would predict. In other words more people want to hold on to their mug now they’ve got one, than people without a mug want to get hold of one. The preferences of the group have been realigned according to initial resource distribution.

This is all relevant to marketing, as well as economics of course. You can see why car-salespeople are keen for you to take a test-drive before you purchase, or why shops are happy to offer a money-back-with-no-questions-asked option. You figure the money-back option into your cost-benefit calculation about whether to take something home, but once you’ve got it home your preferences realign – that item is now “yours”, so you’re far less likely to take it back to the shop, even if it doesn’t turn out to be as good as you thought when you bought it.

Refs and Links:

[1] Kahneman, D., J.L. Knetsch and R.H. Thaler (1990). Experimental Tests of the Endowment Effect and the Coase Theorem. Journal of Political Economy. link
Wikipedia: The Endowment effect: : link
Experienced traders can overcome the endowment effect : Economist article
References at behaviouralfinance.net

[Cross-posted at mindhacks.com]

Categories
politics

who do you trust

This seems important, although not very cheerful


On January 23, Edelman released survey findings that shows (in the U.S.) trust in

Categories
links

5th of March 2006 links

Categories
quotes

Quote #137


Alas! what are you, my written and my painted thoughts! Not long ago you were young and malicious and full of thorns and secret spices- you made me sneeze and laugh- and now? You have doffed your novelty, and some of you, I fear, are ready to become truths, so immortal do they look, so tediously honest! And was it ever otherwise? What then do we write and paint, we mandarins with Chinese brush? Alas, only that which is about to fade and lose its scent! Alas, only birds exhausted by flight, which let themselves be caught with our hand! We immortalise things exhausted and mellow! And it is only for your afternoon, my written and painted thoughts, for which alone I have many colours; but nobody will divine how you looked in your morning, you sudden sparks and marvels of my solitude, you, my old, beloved- wicked thoughts!

Friedrich Nietzsche, Beyond Good and Evil

Categories
advertising links

A quick and miscellaneous list of advertising links

Metafiler: “Why do companies advertise?”
Stayfree’s media literacy curriculum
Vaughan on Mindhacks.com does some smackdown on neuromarketing
Guardian special report on loyalty cards
A brief guide to the concept of ‘priming’

Three from the BPS research digest:
When sex doesn’t sell (either because it distracts or provokes negative associations)
Experimental confirmation that music affects the power of (political adverts)
looking for the best option, rather than a good enough option can make you unhappy

Pledgebank: art not ads

Icarus Diving on my decoding advertisements post

Experienced traders seem to overcome the endowement effect (a common cogntiive bias)

Categories
elsevier

authors attack Reed Elsevier over arms fairs

BBC News story: Authors make book fair protest

Authors including Will Self and Ian McEwan have protested against the organisers of the London Book Fair being involved in the arms trade.
In a letter published in The Times Literary Supplement, the writers called for Reed Exhibitions to stop holding arms fairs around the world.

We are appalled that our trade should be commercially connected to one which exacerbates insecurity and repression, and which props up regimes inimical to free expression,” stated the letter.

Categories
advertising

Consciousness exists to make itself unnecessary

While we’re thinking about the nature of free conscious choice, this is extremely relevant. John Bargh, in this chapter – Bypassing the Will: Towards Demystifying the Nonconscious Control of Social Behavior [1] – takes evidence from several different subdisciplines and argues that consciousness – that thing which gives us our experience of deliberate control – exists exactly to make automatic, ‘unwilled’, behaviours possible.

Bargh talks about cases where the individual

Categories
advertising

Does advertising erode free will

Ah…now here’s the nub of the argument: advertisements erode free will, they are manipulations designed to subvert conscious judgement (I paraphrase Clay Shirky at Edge.org). Shirky mentions one particular judgement bias, that of super-sizing, but the general form of bias should be familiar to anyone who has been reading Mind Hacks, and/or my recent posts about avertising (like this one). Quoting Shirky


Consider the phenomenon of ‘super-sizing’, where a restaurant patron is offered the chance to increase the portion size of their meal for some small amount of money. This presents a curious problem for the concept of free will

Categories
quotes

Quote #136


I like too many things and get all confused and hung-up running from one falling star to another till I drop. This is the night, what it does to you. I had nothing to offer anybody except my own confusion.

Jack Kerouac (attrib.)

Categories
advertising

the price is right regardless of the cost

Zac at ortholog.com writes about an experimental test of buying irrationality using Ebay. Quoting:


Test auctions on eBay showed that most people prefer to pay a low price for an item and also pay postage (American: "shipping") than pay a higher price and get free postage, even when the former added up to more than the latter. A CD for $5+$6 postage is preferred to a CD for $10+freepost. It wasn’t presented as that stark a choice: multiple auctions with different price-postage ratios revealed a net preference for low item price and a poor correlation between auction success and stated postage costs. Interesting but hardly surprising: the salience of the price is greater than the cost of shipping (the anchoring cognitive fallacy), and people in general are not as rational or systematic as they/we believe.

(Zac’s links. read the full post here)

In Influence, Cialdini highlights scarcity as one of the six principle factors of persuasion. In an auction they combine particularly strongly: scarcity of time (the item is only on sale for a limited period), scarity of product (items are sold individually, not just as one-of-many ‘off the shelf’) and competition (from other buyers). Add to this heady mix the price/postage sleight of hand and it is no wonder you get choice irrationalities.

[Cross-posted at mindhack.com]

Categories
advertising

Influence (by Robert Cialdini)

Influence by Robert Cialdini is an excellent, excellent, book. Not only does it present voluminous evidence on the social psychology of persuasion and compliance, but it does succinctly and engagingly, mixing academic references with historical vignettes and personal anecdotes. The book discuss how techniques of persuasion work, grouping them under six major headings, and for each heading the book provides a ‘defence against’ section detailing how to stop yourself being unduly influenced. The final, glorious, touch is that in order to write the book Cialdini – who is a professor of social psychology – engaged in a three-year project of going undercover to explore first-hand how techniques of persuasion are used in the real world: applying for a waiter’s job to study how to increase customers’ tipping, attending tupperware parties, going on training programmes with door-to-door salesmen…it makes the book a wonderful blend of thorough research and astutely observed practice.

The book has been extensively and excellently summarised here, at happening-here.blogspot.com, so I’m just going to pull out some particularly fun examples of persuasion techniques, particularly as the relate to advertising and marketing.

Notes on Cialdini, R.B. (2001). Influence: Science and Practice. Forth Edition. Allyn & Bacon

A key idea is that we all use various cognitive ‘shortcuts’ (heuristics) we use to decide on what to buy. Advertisers can take advantage of these short-cuts to skew our behaviour. For example, there is a price-as-an-indicator-of-quality heurstic which means, if we’re not thinking carefully about a purchase decision, we might just use the assumption that

Categories
technical notes

recovering thunderbird mail

I screwed up my email because, using Thunderbird, i didn’t compact my inbox folder regularly. Combined with an old version of TB which didn’t prompt me to do this, it was all a bit disasterous. Anyway, I wrote this Matlab script to take all the deleted but not removed mails from a mailbox file and make them undeleted/visible again. If this doesn’t make sense, either read about disappearing mail and recovering corrupted folders in Thunderbird or just be grateful that you don’t need to know

%use this at your own risk!
fid=fopen('In_box'); % In_box is my mailfile
fid2=fopen('In_box_new', 'wt'); % In_box_new is the new mailfile
key=['X-Mozilla-Status:'];
while feof(fid)==0
tline = fgetl(fid);
if ~ischar(tline), break, end
if isempty(regexp(tline,key))==0;
tline=['X-Mozilla-Status: 0011'];
end

tline=[tline '\n'];
fprintf(fid2,tline);
end
fclose(fid);
fclose(fid2);

Categories
sheffield

Cool the Towers!

[Local news warning]

This is Go, pestering you again. We promise we’re nearly done. But, once more, we need your help.

Now, most of you will have been bombarded with our emails before. Remember the Cooling Towers at Meadowhall? Yeah you do. We wanted to turn them into Sheffield’s own Angels of the North. Super-scale public art. Many of you nominated them for Channel 4’s Big Art Project ( www.channel.com/bigart), and up against competition from all over the country, thanks to you, we were the MOST NOMINATED SITE. Merci Beaucoup. We made it down to the last 30ish and they came up to have a poke around and a bit of a film. It all went well, but now it’s getting really exciting…..

Out of the thousands of sites nominated, we have now made the final final short short shortlist, from which 6 sites will be chosen to actually be turned into art. The towers will definitely be on the program, but we just need one last push to make it actually happen.

This is where you come in.

Channel 4 are coming up with a full film crew and the site selection team on Thursday 9th March. We need to get AS MANY PEOPLE AS POSSIBLE in one place on that afternoon to visibly show the support that this project has. We don’t know exactly where in Sheffield this will be yet. But if you email us back then we will mailout to you all the details as soon as we have them ourselves.

This is not something that “somebody else will do, so you don’t need to bother”. This means you. Please email us back and clear your diary for that afternoon. We are so close to making this happen. Time to pull out all the stops.

Your city needs you.

Get in touch with GO at go [dot] sheffield [at] gmail [dot] com

Categories
advertising

where do implicit associations come from?

The Implicit Association Test [1] is a sorting task which reveals something about our automatic, non-deliberate, associations [2].

The part of the test which betrays our automtic associations is a combination of two simpler sorting tasks. Both simple tasks involve sorting words and pictures into categories which are assigned to the left and right (by pressing the E and I keys, which are on the left and right of your keyboard). One task is to sort words (like ‘love’, or ‘failure’) into the categories ‘good’ and ‘bad’. The other task varies depending on what you want to detect automatic associations about. In the ‘race IAT’ the task is to sort pictures of the faces of white americans and the faces of black americans. The race IAT isn’t the only version, but it is the most (in)famous (you can also do the IAT on fat vs thin, arab-muslim vs non-arab-muslims, for different US presidents and in many other variations). The compound task involves sorting both words and pictures to the left and right where each side has two categories assigned to it – so ‘good’ and ‘black american’ on the left, and ‘bad’ and ‘white american’ on the right, for example.

What the IAT test does is compare your times for sorting good words when the ‘good’ side is also the ‘white’ side to when the ‘good’ side is also the ‘black’ side (and vice versa for sorting bad words, and for sorting white and black faces to the good and bad sides). By doing these comparisons the test can detect any evaluation of ‘white’ or ‘black’ as positive or negative that is affecting your time to classify the words or faces to the correct side. So, for example, if you take significantly longer to sort good words to the ‘black’ side than you do to the ‘white’ side then the result is an automatic preference for ‘white americans’ over ‘black americans’ [3]

What the Racial IAT indicates is that most Americans have an automatic preference for whites over blacks. Two things are important about this. First it isn’t really clear what mechanisms lie behind the effects found in the test (‘Voodoo’ is one suggestion!), nor is it clear what they mean [4]. Second, the automatic preference shows up for most people, even in those who consciously express no race preferences and even in many black americans.

Now where did this automatic preference come from? It certainly can’t be deliberate attitudes, since the bias shows up in people (including many black americans) who have explicitly anti-racist attitudes. Some suggestions have been made, like they are the residual of previously held explicit attitudes, or the result of a ‘cultural bias’ (whatever that means) [5], but I think a strong, and more likely causal [6], possibility is that that these preferences are the result of systematic exposure to particular associations (i.e that white = good and black = bad). Associations can become established in memory merely by the repeated co-presentation of two things (conditioning), there doesn’t need to be any logical connection between the two. So if on television the adverts for flash cars and happy domestic scenes always feature white folks and the the crime shows more often have black folks as the bad guys you’re going to absorb those associations.

The researchers running the project imply as much in an answer in their FAQ


…it is very possible to possess an automatic preference that you would rather not have (and the researchers who developed this test are convinced that they, too, fall into this category). One solution is to seek experiences that could undo or reverse the patterns of experience that could have created the unwanted preference. But this is not always easy to do. A more practical alternative may be to remain alert to the existence of the undesired preference, recognizing that it may intrude in unwanted fashion into your judgments and actions. Additionally, you may decide to embark on consciously planned actions that can compensate for known unconscious preferences and beliefs.”

(My emphasis).

The interesting thing for me about the hypothesis that these automatic preferences develope from repeated exposure to particular associations is that you do not need to believe the associations on any deliberate level, nor do you need particularly to pay attention to them, all you need to do is to have them as part of your environment. In that way our Implicit Associations reflect a part of our minds which belongs as much to the environment of our experience as to ourselves – and, additionally, is as much common to everyone who has shared our environment as it is unique to our individual minds.

And this relates to advertising. Adverts are ubiquitious. Advertising shapes the statistical content of the stimuli we are exposed too, however much we decide to give ourselves certain experiences. Does the IAT give us a glimpse of the consequences we reap from an unclean mental environment? [7]

[1] You can get all the research papers here. How wonderful

[2] I nearly used the word ‘unconscious’ here but couldn’t quite bring myself to. I’m afraid that if i say it three times the ghost of Freud will appear!

[3] e.g. here or here

[4] Here’s one example of an intepretation

[5] The residual of childhood preferences? discussion at cognitive daily. Review Article Sources of Implicit Attitudes (2004)

[6] That’s the problem with much psychology research. You can find factors associated with some phenomenon, but it’s far hard to find what is truly causing it

[7] Guardian article about the clean mental environment movement

[Cross posted at mindhacks.com]

Categories
events

email loss

I use my email inbox as my To Do list. Every email in there that i’ve read and haven’t filed represents something that i need to do – someone to reply to, something to sort out, etc.

Yesterday, like a fool, i managed to delete my inbox. I’ve only got a backup from the 5th of February. So, if you emailed me about anything between now and the 5th of February and i didn’t get back to you please email again – you were in the To Do list, but now i’ve no way of remembering. Likewise, if there’s anything I said i’d do, now is a good time to remind me (what probably happened before was that I said i’d do something and emailed myself so that i had the reminder tagged in my inbox).

Moral: be very careful when moving essential data files

Categories
quotes

an engine of excitement

She used to say, “The only frontier you have left is the world of intangibles. Everything else is sewn up too tight.”
Caged inside too many laws
By intangibles, she meant the Internet, movies, music, stories, art, rumours, computer programs, anything that isn’t real. Virtual realities. Make-believe stuff. The culture
The unreal is more powerful than the real.
Because nothing is as perfect as you can imagine it.
Because it’s only the intangible ideas, concepts, beliefs, fantasies that last. Stone crumbles. Wood rots. People, well, they die.
But things as fragile as a thought, a dream, a legend, they can go on and on.
If you can change the way people think, she said. The way they see themselves. They way they see the world. If you do that, you can change the way people live their lives. And that’s the only lasting thing you can create.
Besides, at some point, the Mommy used to say, your memories, your stories and adventures, will be the only things you have left.
At her last trial, before this last time she went to jail, the Mommy had sat up next to the judge and said, “My goal is to be an engine of excitement in people’s lives.”
She’d stared straight into the stupid little boy’s eyes and said, “My purpose is to give people glorious stories to tell.”

Chuck Palahnuik, Choke

Categories
links

links for the 15th of Feb 2006

Categories
advertising

selling dreams


This is the business of selling dreams. Success comes to those who ensure that their customers can dream, or at least reach a special state of mind slightly detached from reality, free of obligation to be pleasured and reassured. A company can lure its customers into such a special state only if it understands the customer’s salient psychological traits

From Selling Dreams: How to make any product irresistible, p171 by Gian Luigi Longinotti-Buitoni (with Kip Longinotti-Buitoni)

Categories
quotes

the joy of fishes


Chuang Tzu and Hui Tzu
Were crossing Hao river
By the dam.

Chuang said:
“See how free
The fishes leap and dart:
That is their happiness,”

Hui replied:
“Since you are not a fish
How do you know
What makes fishes happy?”

Chuang said:
“Since you are not I
How can you possibly know
That I do not know
What makes fishes happy?”

Hui argued:
“If I, not being you,
Cannot know what you know
It follows that you
Not being a fish
Cannot know what they know.”

Chuang said:
“Wait a minute!
Let us get back
To the orginal question.
What you asked me was
‘How do you know
What makes fishes happy?’
From the terms of your question
You evidently know I know
What makes fishes happy.

“I know the joy of fishes
In the river
Through my own joy, as I go walking
Along the same river.”

Chuang Tzu, translated by Thomas Merton

Categories
advertising

neuroscience and advertising

As well as semiotics and cognitive psychology there is another tool for understanding advertising – neuroscience! Enter neuromarketing [1]. Neuromarketing promises to tell you how your brain responds to branding, or which adverts during the superbowl are most effective (Vaughan did a great job on this one, here, and here), or how alert people are during normal television adverts (“there may well need to be more ads created.” concludes the executive who commissioned the study!)

Neuromarketing leaves people saying things like


But the brain doesn’t lie, and the ad industry is just waking up to the potential of neuroscience. The brain’s seven defined regions – each affecting a different aspect of brain function – literally light up the screen if stimulated. Each one contributes to different cognitive activities; reasoning, analysis, long or short-term memory, high or low involvement processing, emotion, meaning etc.
(Tess Alps, in the Guardian)

The appeal of neuromarketing is the illusion of being able to access some more fundamental explanatory basis for our actions. People may lie to market researchers, or may even deceive themselves, but – we hope – ‘the brain doesn’t lie’. As psychologist and marketing guru Gerald Zaltman said existing methods don’t go nearly far enough in helping [advertisers] move to a closer understanding of their customers [2]

Sadly for marketing science, a straight description of what the brain is doing is of limited use – the marketing implications crucially depend on how you interpret that activity. And the interpretation depends on your theories and assumptions about the mind. If your assumptions are dubious (see the superbowl study) or just wrong (see the Tess Alps quote above) then you’re not going to get anything more than a pseudo-scientific smokescreen.

Perhaps the real appeal of neuromarketing to advertisers is betrayed by this quote from Jonathan Harries, the creative director at advertising agency FCB:

It is very hard for our clients to buy gut feel because every time they approach [a campaign], their jobs are on the line. Neuroscience promises to measure the gut feel, and that is exciting for us. It makes it easier for us to sell what we believe is right [2]

Ref:

[1] Enjoy the marketing of neuromarketing first hand at neurosense.co.uk/

[2] Inside the Consumer Mind : What neuroscience can tell us about marketing, Wendy Melillo, Adweek; Jan 16, 2006; 47, 3

[Cross-posted at mindhacks.com]

Categories
quotes

It’s just a ride


The world is like a ride in an amusement park. And when you choose to go on it you think it’s real because that’s how powerful our minds are. And the ride goes up and down and round and round. It has thrills and chills and it’s very brightly coloured and it’s very loud and it’s fun, for a while. Some people have been on the ride for a long time and they begin to question: “Is this real, or is this just a ride?” And other people have remembered, and they come back to us, they say, “Hey, don’t worry, don’t be afraid, ever, because this is just a ride.”

And we kill those people.

Bill Hicks

Categories
advertising

when choice is demotivating

Here’s a way to make people buy more of your stuff – give them fewer options. Douglas Coupland called the bewilderment induced by there being too many choices ‘option paralysis’ (‘Generation X’, 1991). Now social psychologists have caught on (‘When choice is demotivating’, 2000, [1]). Offer shoppers a choice of 24 jams and they are less likely to buy a jar than if offered a choice of 6 jams. Offer students a choice of 6 essays, rather than 30 essays, for extra-credit and more will take up the opportunity if there is less choice of essay titles – and, what is more, they write better essays. Students given a similar choice of free chocolates (a restricted choice compared to an extensive choice) made quicker choices (not too suprising) and were happier with the choices they did make once they had made them.

ref

[1] Iyengar, S. S., & Lepper, M. R. 2000. When choice is demotivating: Can one desire too much of a good thing? Journal of Personality and Social Psychology, 79, 995-1006.

[Cross posted at mindhacks.com]

Categories
links

links 9th of Feb 2006

Categories
advertising

advertising influences familiarity induces preference


We probably like to think that we’re too smart to be seduced by such “branding,” but we aren’t. If you ask test participants in a study to explain their preferences in music or art, they’ll come up with some account based on the qualities of the pieces themselves. Yet several studies have demonstrated that “familiarity breeds liking.” If you play snippets of music for people or show them slides of paintings and vary the number of times they hear or see the music and art, on the whole people will rate the familiar things more positively than the unfamiliar ones. The people doing the ratings don’t know that they like one bit of music more than another
because its more familiar. Nonetheless, when products are essentially equivalent, people go with what’s familiar, even if it’s only familiar because they know its name from advertising

Barry Schwartz. ‘The Paradox of Choice’ (2004)

I think the essential point is correct, but there is a sort of sneaking condescension here: All of you people (the ‘test participants’) only like the things you like because you’re familiar with them, not because of any rational or emotional affection for them (that’s just ‘some account’). What’s more – we (the psychologists) have done experiments which show (admittedly only in some circumstances) that familiarity leads to liking; and from this we’re prepared to generalise to all other circumstances you’re involved in. I parody, but I’m sure you see what I mean.

The fact that we tend to like the familiar isn’t too surprising. There’s even a good evolutionary reason for preferring what worked before – if it didn’t kill you last time, why risk doing something else this time? The single most useful thing you can measure to predict what someone will do in the future is not what they want to do, nor is it what they say they’ll probably do, nor what their friends and family will do, but simply what they did last time – such is the power of habit (For more on this see Hack #74 in Mind Hacks).

But the interesting thing about advertising and branding is the process of it making something familiar to us and us taking this as an indication of preference. In other words, we don’t properly take into account that the brand is not familiar to us for any good reason.

Psychologically it’s not too surprising that this should happen. The study [1] which revived the subliminal perception field involved this mere exposure effect. Participants were shown meaningless shapes for time-spans below the perceptual threshold and subsequently they preferred those shapes to other not previously displayed shapes – even though they had not consciously perceived either set of shapes before.

However, is there any evidence that this kind of familiarity effect can be shown to compete with, or even over-ride, actual good reasons for liking or disliking a brand? Perhaps people are happy to use a fairly arbitrary guideline (familiarity) for unimportant decisions, or decisions where the choices are all pretty good, but when more is at stake familiarity is relegated down the table of influencing factors?

Ref

[1] Kunst-Wilson WR, Zajonc RB (1980). Affective discrimination of stimuli that cannot be recognized. Science, 207(4430):557-8.

[Cross posted at mindhacks.com]