Marketing Implications
These results have implications for marketers and policy
makers interested in generating word of mouth. Different
products may be better suited for generating word of mouth
over different channels. Further, marketing campaigns may
want to focus on different aspects depending on the particular
channel where marketers are hoping to generate discussion.
If the goal is to get more online discussion, framing
the product in an interesting or surprising way should help.
Ads or online content that surprise people, violate expectations,
or evoke interest should be more likely to be shared.
If the goal is to get more face-to-face word of mouth,
however, then other factors may be more important than
evoking interest. Making the product accessible in consumer
minds, or publicly visible, may be more important. Indeed,
while it is probably not the most interesting topic, data on
mostly face-to-face word of mouth find that food and dining
is the most frequently discussed product category, even more
than media and entertainment or technology (Keller and
Libai 2009). Thus, for face-to-face word of mouth, considering
how to trigger people to think about the product or
brand may be a helpful approach to generating discussion.
In conclusion, while a great deal of work has examined
how word of mouth affects consumer behavior, there is much
more to learn about what drives conversation in the first
place. By examining how communication modality shapes
interpersonal communication, greater insight into the behavioral
process behind word of mouth can be obtained. In
this instance, our findings underscore the old maxim of
thinking twice before you open your mouth. By influencing
the time people have to construct and refine communication,
the medium shapes the message. Communication modality
affects which products and brands get discussed.
Marketing Implications
These results have implications for marketers and policy
makers interested in generating word of mouth. Different
products may be better suited for generating word of mouth
over different channels. Further, marketing campaigns may
want to focus on different aspects depending on the particular
channel where marketers are hoping to generate discussion.
If the goal is to get more online discussion, framing
the product in an interesting or surprising way should help.
Ads or online content that surprise people, violate expectations,
or evoke interest should be more likely to be shared.
If the goal is to get more face-to-face word of mouth,
however, then other factors may be more important than
evoking interest. Making the product accessible in consumer
minds, or publicly visible, may be more important. Indeed,
while it is probably not the most interesting topic, data on
mostly face-to-face word of mouth find that food and dining
is the most frequently discussed product category, even more
than media and entertainment or technology (Keller and
Libai 2009). Thus, for face-to-face word of mouth, considering
how to trigger people to think about the product or
brand may be a helpful approach to generating discussion.
In conclusion, while a great deal of work has examined
how word of mouth affects consumer behavior, there is much
more to learn about what drives conversation in the first
place. By examining how communication modality shapes
interpersonal communication, greater insight into the behavioral
process behind word of mouth can be obtained. In
this instance, our findings underscore the old maxim of
thinking twice before you open your mouth. By influencing
the time people have to construct and refine communication,
the medium shapes the message. Communication modality
affects which products and brands get discussed.
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