Class #6 - Relational Metrics and You or: How Sonic the Hedgehog’s Twitter Account is Brilliant and I’m Also Not Crazy For Saying This
Hi. I’m about to talk to you about our reading for this week using the official Sonic the Hedgehog twitter account as reference.
No, I’m not crazy! I’m also not a Sonic fan, so I’m double not crazy!
The article we read this week in Forbes focused specifically on the integral differences between positional metrics, and relational metrics (positional referring to an “amalgam” of information gathered from social media platforms and advertising, and relational referring to a more in-depth, community-specific gathering of data based less on objectivity and more on interpersonal media relations.)
It should be obvious to many of us that this is where a ton of major brands and companies fail in the social media spectrum. You instantly know when an advertisement, a social media page for a product, or a representative, feels cold, unapproachable, or tedious. These accounts and campaigns are almost always born out of a positional approach. This negative impression we as consumers immediately hold against these elements not only affect our impressions of the groups and products that they represent-- they also impact the groups themselves, both through our changed understanding of them, and through their confused and inefficient reliance upon positional metrics.
Enter Sonic the Hedgehog, mascot for Sega’s struggling game series of the same name. Sonic games in the last decade have been met with nearly universal criticism, poor reviews, and general internet scorn. They’ve cultivated a sort of dark humor cradle on the internet; people can reference the name of the series as an example of something of poor quality. It’s become a meme.
As a product pushed by a major corporation with very little “face” to save (by this I mean Sega doesn’t really have much of a public image as anything other than a cold, elite corporation) it was difficult for any fans or consumers to cut the game series any slack when it underperformed. Nobody knew the reasons for the low quality of the entries, and without representatives to save face, market and promote, and gather feedback and important resources/information from players, Sega continued to churn out junk.
But recently, Sega took a new approach to their social media presence.
They gave their mascot character a Twitter account.
Now, one doesn’t need any understanding of the character Sonic the Hedgehog to see the brilliance that I’m about to outline. He’s a goofy cartoon hedgehog with an overconfident attitude who loves eating chili-dogs. Not a hell of a lot of depth there. A Twitter account masquerading as Sonic the Hedgehog through some bizarre, lackluster textual roleplay, would be horrendous.
No, no. What this account does instead is community manage. The individual(s) behind it adopt Sonic the Hedgehog’s personality, but also input their own humor and thoughts into each tweet. They break the fourth wall, lampoon the characters and failings of the series, make jokes, and mesh with the community when a Sonic game or concept trends. They respond to tweets, promote their products through subtle and engaging conversations and jokes, and generate a ton of feedback, publicity, and hype-- all because of their unique, almost comedic approach to managing this page.
They take this non-existent mascot character, give him a voice that would fit in his own games (for his own fans), and at the same time, give him the attitude and the mindset of an irony-loving, goofy, but professional marketing agent, forming this nonsensical, lovable personae that promotes himself just as much as he comedically crucifies himself.
Now like I said prior, I’m not a fan of the Sonic the Hedgehog games. I don’t have any real connection with the character or the account, nothing like that.
Having said that, this account seems to me to be the very definition of relational metrics.
It creates a ton of hype, journalism outlets report on it when it pulls big media stunts or posts irreverent jokes, it gets down and dirty with the members of its community and those outside it. Very few companies have mascots or public figures of this caliber, and those that do are unfortunately restrained by their humanity. They have public images and careers that they need to protect. Sonic the Hedgehog is a character. Those managing the account deal with this same issue of public image, but in a completely different (and less imperative) way.
It’s a marketing move that I never predicted would come from Sega-- and it’s working. When they announced a sequel to a game that was universally reviled, fans outraged and moaned on Twitter about it. Flinging complaints at the Sonic account. Just a month later? Sega acknowledged the feedback they received and incorporated it into an open discussion forum where fans could further advise the development team on the pros and cons of the game.
In the game development world, this only, only, only leads to a better end product.
Already they’ve garnered a renewed public image, and are approachable. Approachable! You can talk to Sega, the company, on Twitter, and get a reply.