Journal articles on the topic 'Customers Intimacy Strategy'

AbstractGiven that we live in a time within a growing competitive healthcare market, the customer experience and healing opportunities are on top of the priority list. However, little attention has been dedicated on how to merge the disciplines of architecture, healthcare and management to create healthcare environments to enhance the customer experience and the healing process. The goal of this paper is to explore how design can foster customer-perceived intimacy within a healthcare context to achieve enhanced customer outcomes, such as customer well-being. Understanding the importance of customer- perceived intimacy is paramount, as customers are constantly exposed to intimate situations. The study suggest that there is potential for such situations to be wrought with problems involving complexities associated with human cognition, emotions, physiological responses, and behaviors. A literature review is undertaken to highlight the antecedents and the short-term and long-term outcomes of customer- perceived intimacy. As a result, the paper provides a conceptual framework that raises many questions that need to be answered. In doing so, a solid foundation for future inquiry has been laid.

Through an analysis of the narrative of a Bed and Breakfast (B & B) and art gallery owner, the emergence of intimacy as a commercial value in the hospitality industry is illustrated. This is a formation of economic value where economic rationality as a motive for commercial activity is rejected. Simultaneously though, a different set of market attitudes are performed by hospitality practitioners in the course of everyday interactions with customers, and a tension between emotional, spatial and temporal intimacy and distance is uncovered and discussed. It is concluded that commercial friendship is a more complex issue than what has been acknowledged so far in the hospitality literature. A continued discussion of intimacy in hospitality will therefore affect the cultural understanding of emotions, identity and lifestyle values on the one hand, and business strategy, value creation and markets on the other.

Inspired by sexual scripting theory, this article analyses intimacy and control in prostitution. The authors identify two strategies for maintaining control among male and female sex sellers. The first strategy is to restrict prostitution to relationships with as much sexual reciprocity as possible. The other is to maintain sexual/emotional distance from customers – yet often acting the opposite. The article questions prevailing stereotypes about male sex sellers being more agentic and autonomous than female sex sellers, arguing that control in prostitution can be achieved (and lost) in different ways. The analysis shows how scripting theory – with its differentiation between the cultural, interpersonal and intrapsychic levels of scripting – may be used to understand variations and contradictions in prostitution experiences. The article is based on 36 qualitative interviews with men and women in escort services, clinic prostitution and prostitution in private apartments in Denmark.

Purpose: The main purpose of this study was to investigate the effect of customer Relationship management strategies on performance of Medium Enterprises. Methodology: The researcher used descriptive research design. The study site is at Kiambu County, where researcher is expected to collect data from different 5 heads of department of 40 medium enterprises. Data shall be collected using self - administered Questionnaires since the found extensive knowledge in the market hence dropped the interview. The researcher employed SPSS version 24.00 to analyze descriptive statistic. The result was presented using tables and chart. Results: The study established that Customer Retention, Technology Infrastructure and Customer Experience positively and significantly affects performance of MSE's as shown by beta values of 0.449, 0.269 and 0.357andsignificant values of0.000, 0.013 and 0.001 respectively. Customer Intimacy was found to positively but insignificantly affects performances of MSE's. The results implies that increasing each of the independent variable with one unit increases performance of MSE's with associated beta values. The study concludes that Customer Retention, Technology Infrastructure, Customer Experience and Customer Intimacy positively affects performances of MSE's to positive levels. Unique contribution to theory, practice and policy: The study recommends that management of MSE's to enhance Customer Retention practices, Technology Infrastructure, Customer Experience practices and Customer Intimacy since the practices positively affects performances of the enterprises. Further research recommends in order to enhance retention firm should consider the following strategies, open communication policies, Corroborative or business partnering strategies and production innovation strategy. On second pillar(technology) the study recommends that firms should integrate technology with their good and service. On third pillar(customer experience) the study recommends that firm should support the customers throughout consumption process ,implement user defined product approach and implement J.I.T system. On the last pillar study recommends that firm should be customer centric when innovate product, open communication and organize met up's. Furthermore more the study recommends further comparative study on other counties; CRM practice and their effect on performance and remaining 50.6% out of 1006% CRM strategies accounted by other indicators not included in this study.

PurposeIndustry 4.0 is dramatically affecting businesses behaviours and strategies, transforming products design, manufacture, operations and services. An outcome of this transformation is digital servitization. This paper aims to contribute to the extant literature about digital servitization in B2B contexts by analysing how I4.0-based servitization affects the quality of supplier–customer relationships.Design/methodology/approachThe authors adopted a qualitative methodology based on an exploratory multiple case study. In particular, the study included 22 Italian B2B manufacturing firms whose I4.0-based digital servitization approaches are described and, then, analysed in relation to the quality of supplier–customer relationships.FindingsThe access to customers and data is critical to enable advanced digital services and for improving relationship quality; the levels of relational intimacy and informational openness lead to two subsequent levels of data-driven efficiency and data-driven effectiveness, impacting significantly on relationship quality and enabling relational innovation.Originality/valueThe research explores the link, so far underestimated, between digital servitization and relationship quality in industrial contexts.

Clarity about the pharmacist’s “product” is fundamental to developing and communicating the value of pharmacy offerings. It is clear within the profession that pharmacists use their scope of knowledge and technical skills to address medication-related needs of individuals and populations. However, confusion still remains in the professional and public literature about what a pharmacist precisely produces for society. Is it a drug, service, program, solution, or something else? As the profession evolves from one that focuses on dispensing drugs to a profession that seeks to achieve positive patient health outcomes, pharmacists need to better conceptualize and articulate what they produce. This narrative review explores ideas from the marketing, business strategy, and entrepreneurship literature to discuss diverse perspectives on the pharmacist’s product. The four perspectives are the product as (1) a tangible product, (2) an intangible service, (3) a “smart, connected” good or service, and (4) a solution to a customer problem in whatever form provided. Based upon these perspectives, the pharmacist’s product can be any combination of tangible or intangible, face-to-face or virtual offering produced by pharmacists that seeks to satisfy medication-related needs and wants of pharmacy patients and customers. Ideas discussed in this review include the total product concept, classification schemes from the services marketing literature, the theory of service-dominant logic, the concepts of “smart, connected” products and industrialized intimacy, and the jobs-to-be-done framework. These various perspectives offer lessons for pharmacists on how to innovate when serving patients and customers and to communicate the pharmacist’s value proposition to the people they serve.

Purpose The purpose of this study is to develop and empirically test a lovemark measure that can be used to identify how brands of wireless-enabled computing devices are classified based on customers’ respect and love toward them. Design/methodology/approach On evidence drawn from 1,016 consumers of wireless-enabled computing devices (e.g. netbooks and tablets) in Greece, partial least squares method is used to test the validity of the proposed hierarchical model. Findings Results show that a lovemark measure can be conceptualized as a third-order reflective construct having respect and love as its second-order dimensions. In turn, respect reflects on brand performance, trust and reputation, and love reflects on brand commitment, intimacy and passion. The proposed measure presents a very good external validity as it can explain big portions of variance in consumer responses including repurchase intentions, positive WOM and willingness to pay a price premium. Finally, the proposed measure is used to classify eight well-known devices as products, fads, brands and lovemarks and identify the love styles associated with brand relationships. Originality/value This paper provides empirical evidence for measuring and identifying lovemarks using a hierarchical model, which can be further used to develop a more effective strategy for managing the functional and emotional aspects of brands to strengthen consumer-brand relationships.

Creating customer intention to buy is obviously a major task of every marketer and/or firm. Many tactics are exercised to generate the intention, in which a buying behavior is hopefully occured. A customer intimacy strategy supposedly be a particular way to do it. However, its power to generate the intention hypothetically is not straight forward, but through other variables. It is commonly known, in accordance with the Theory of Planned Behavior (TPB), the intention could be predicted by consumer attitude and subjective norm. Meanwhile, the attitude and subjective norm theirself are frequently in-line with the product’s performance. Therefore.the purpose of the study is to investigate the power of customer intimacy strategy in creating the customer intention to buy through the product’s brand equity and both the consumer attitude and subjective norm. A 108 sample is withdrawn from those who recognize, are interested of and want to buy Dagadu products. Amos 16.0 and SPSS 16.0 are employed in analyzing data. The result shows that the customer intimacy strategy has significant effects to the brand equity, attitude and subjective norm. In addition, the brand equity also has a significant influence to the intention.

Bank Daerah saat ini diharapkan mampu bersaing dengan bank-bank swasta dalam meningkatkan kualitas taraf hidup masyarakat, selain untuk dapat menghimpun dana masyarakat di daerah tersebut. Bank Kaltim Cabang Tana Paser yang merupakan bank daerah di Kabupaten Tana Paser terus berupaya untuk memberikan layanan terbaik kepada nasabahnya dalam bentuk pelayanan produk dan jasa. Sesuai dengan visinya “Menjadi The True Regional Champion yang Kuat, Kompetitif dan Kontributif dalam mendukung pertumbuhan ekonomi daerah yang berkualitas”, Bank Kaltim Cabang Tana Paser membutuhkan suatu strategi bisnis untuk mencapai visi tersebut yaitu dengan menggunakan Value Discipline Strategy. Value discipline strategy atau bisa disebut disiplin nilai pertama kali dikemukakan oleh seorang presiden dari perusahaan Treacy yaitu Michael Treacy dan Fred Wierseam. Pada dasarnya, teori ini menekankan pentingnya identifikasi terhadap segmen pasar (market segment). Menurut pand angan ini, ada tiga segmen generik, diantaranya adalah Operational Excellence,Product Leadership,Customer Intimacy. Untuk dapat menentukan jenis strategi yang tepat, maka dibutuhkan suatu analisis baik dari faktor eksternal dan internal. Setelah dilakukan analisis dapat disimpulkan bahwa jenis strategi yang tepat untuk diterapkan adalah Customer Intimacy dimana pada jenis strategi ini Bank Kaltim Cabang Tana Paserdifokuskan pada pendekatan terhadap nasabah.

In this paper, we examine the impact of customer relationship management (CRM) on firm performance using a hierarchical construct model. Following the resource-based view of the firm, strategic CRM is conceptualized as an endogenously determined function of the organization's ability to harness and orchestrate lower-order capabilities that comprise physical assets, such as IT infrastructure, and organizational capabilities, such as human analytics (HA) and business architecture (BA). Our results reveal a positive and significant path between a superior CRM capability and firm performance. In turn, superior CRM capability is positively associated with HA and BA. However, our results suggest that the impact of IT infrastructure on superior CRM capability is indirect and fully mediated by HA and BA. We also find that CRM initiatives jointly emphasizing customer intimacy and cost reduction outperform those taking a less balanced approach. Overall, this paper helps explain why some CRM programs are more successful than others and what capabilities are required to support success.

As the clout of social networking is growing, brand managers are exploring diversified marketing strategies and consumer attitudes. The current study reveals the impact of value creation practices and brand loyalty in online brand communities based on perceived benefits enjoyed by consumers. Based on quantitative research approach, a sample of 308 respondents were collected to investigate relationships among online brand community participation, value creation practices and brand loyalty. The results highlighted hedonic, learning, self-esteem and social benefits as antecedents for online brand community participation. Moreover, value creation practices are derived as essential factor for enhancing brand loyalty among online community members. The finding exhibited valuable insights about developing corporate strategies to achieve customer intimacy for long-term relationship. Managerial implications are explained by identifying value-creation practices as a mechanism for enhancing consumer engagement and relationship management.

Purpose Soon leaders in many top-down managed organization may face the necessity of undertaking a company-wide Agile transformation.First adopted by digital innovation teams, the Agile mindset is spreading to middle management operations and top level leadership initiatives in many established organizations. Design/methodology/approach A guide to the ten stages of implementing an Agile mindset and practices through out an organization are detailed. Findings For traditionally managed hierarchical organizations, the transformation will include radical shifts in power, attitudes, values, mindsets, ways of thinking and ways of interacting with stakeholders—customers, employee talent, shareholders and partners. The goal is to enable the organization to generate instant, frictionless, intimate, incremental, risk-free value at scale, and to gain the financial rewards that flow from that capability.In the race for such outcomes, rigidly hierarchical firms are at a disadvantage. Practical implications The idea of Agile itself will continue to evolve as it is adapted by the organization. The process is not a matter of crafting a plan and then rolling it out across the organization. It’s not a mechanical eight-step program. It requires continuously adapting the idea to the circumstances of the organization. As the organization and everyone in it adapts the Agile approach to their own context, each individual needs to own it. Originality/value This map of the Agile implementation process enables top management and Agile champions to envision how to prepare an organization to change to a customer-focused, business that operates with Strategic Agility.

The aim of this paper is to analyse longitudinally the development of purchasing strategies in the automotive industry during the last 20 years. The amplitude of the business cycle during this time frame has been very high and includes periods of financial/automotive crisis as well as high sales and demand. Our empirical data is primarily drawn from a 1990–2010 longitudinal case study of the relationship between automaker Volvo Personal Cars and Autoliv, a supplier of seat belts and airbags, complemented with secondary data framing the development of the industry level. The theoretical focus is on outsourcing and purchasing strategies developed within long-lasting buyer-supplier relationships; theoretical pillars are found in transaction-cost theories and the resource-based view of the firm. Based on the longitudinal case study, our analysis pinpoints the importance of intimate cooperation between customer and supplier in areas close to the core values and core competences of the buyer (that is, the automaker). From an industry-level perspective, the winners in the automobile industry from 2010 and onwards have been and will be those who can organize long-term collaboration partnerships between the automakers, their suppliers, and the political stakeholders, and who can outsource a large part of the technical development to the suppliers in areas also close to the core competences. The automakers must accept that their suppliers have competing automakers as their customers and search for synergies in their product portfolio. Theoretically, there is a need for conceptual development through deeper studies of the firm's relational capability and its implications.

PurposeThe purpose of this paper is to conceptualize strategic agility in entrepreneurial internationalization and highlight the role of marketing “under particular conditions” – those of early and fast internationalizers.Design/methodology/approachThe study is based on in-depth case studies of four entrepreneurial internationalizers using an inductive approach. The role of marketing is studied along a set of four key business processes, i.e. sensing through selective customer/partner intimacy; business development through selective experimentation and testing; coordination and harmonization of multiple stakeholders; and creative extension of resources.FindingsStrategic agility is a composite of flexibility and selective responsiveness. Marketing thought, mainly through customer and partner interaction, plays a prominent role in achieving strategic agility. Customer- and market-centric thinking needs to be built in a key set of business processes. Marketing’s contribution to strategic agility means an ability to cope with time, relationship and functional dependencies. Strategic agility helps improve the risk profile of the entrepreneurial internationalizer. Entrepreneurial internationalizers are particularly suited to compete on and benefit from strategic agility.Practical implicationsThe findings show managers and entrepreneurs in early and fast internationalizing ventures a path to strategic agility which helps to overcome the many parallel challenges that come with firm foundation and internationalization.Originality/valueStrategic agility is a novel explanation for entrepreneurial internationalization. The study explains the prominent role played by marketing in achieving strategic agility and growth. Strategic agility is reconceptualized in the context of the young and small internationalizing firm.

The aim of this article is to investigate the extent of mass customization (MC) methods implementation in Iranian manufacturing organizations, mainly based on a descriptive analysis. Based on the review of literature seven methods and motivators and barriers of MC implementation were identified. Through a questionnaire which was distributed among 100 Iranian manufacturing organizations the extent of MC methods applied in the surveyed organizations was studied. And their priorities were determined. Results showed that these organizations have found out the importance and the role of mass customization strategy in fulfilling customer satisfaction and intimacy which could hopefully lead to the increase of their revenue and market share. But based on chi-square test the present study cannot confirm that the use of customization methods and strategy is significantly related to greater company success in Iranian manufacturing context.

Purpose While the principles of Agile management are simple, the implementation of the actual “Laws of Agile” is daunting to managers trained in the traditions and culture of hierarchical management. This article offers a context for the three laws. Design/methodology/approach Implementing Agile requires fostering a mindset that is fundamentally different from traditional preoccupations with profit maximization and hierarchical authority. Findings Agile is about generating instant, intimate, frictionless, low-risk, incremental value at scale. That’s the new performance requirement. Practical implications A growing number of companies, including those that have embraced the Agile mindset, believe the true purpose of a firm is to create customers and establish a sustainable relationship with them. Originality/value For leaders and managers this article offers radical insights. In an Agile organization, talent discovers strategic opportunities. Talent drives strategy. When the whole organization truly embraces Agile, instead of a steady state machine, the organization becomes an organic living network of high-performance teams. 10;

Subject area Human resources (compensation, total rewards, employee engagement, training and development), strategy. Study level/applicability Undergraduate HRM majors and postgraduate business and management. Case overview This case highlights the strong growth and expansion of a former small to medium-sized enterprise (SME) in the United Arab Emirates, Tips & Toes. The company is a leader in the beauty and fitness service industry, and much of its growth and success is attributable to the leadership of its general manager and her implementation of a differentiation strategy, a market innovator in concepts, products and services, and a total rewards system for engaging and retaining employees. Tips & Toes is planning for continued, aggressive growth and expansion over the next five years. This case also highlights an underrepresented area of focus for case studies: women-led businesses, SMEs, and entrepreneurship and innovation. Expected learning outcomes The main focus of this case is for students to examine the beneftts of using a total rewards strategy to engage and retain employees, and more importantly to see the links between such a strategy and business and revenue growth. This is particularly a salient learning point for students in emerging markets, where more traditional types of compensation and views of the employment contract tend to prevail. In addition, this case could be used as a supplementary learning experience regarding strategy and strategic focus of an organization (i.e. the Treacy and Wiersema model of product leadership, customer intimacy, or operational excellence as a strategic discipline for a firm). And finally, this case provides an example of a woman-led organization which grew out of SME status into a market leader; this example provides students with insight into workable entrepreneur opportunities to which they might not see a direct linkage when reading case studies of large multinational organizations or conglomerates. Supplementary materials Teaching notes are available; please consult your librarian for access.

Purpose – This interview with author Paul Nunes discusses his theory that “Big Bang Disruption” is a new and critical threat to established businesses driven by large-scale, fast-paced innovation that can redraw global markets often before established players can react. Design/methodology/approach – The interview reviews the four phases of Big Bang Disruption. Nunes and his co-author Larry Downes believe that each phase has its own set of rules leaders need to learn to respond effectively. Findings – To defend against Big Bang Disruption, companies must strive to be the lowest-cost provider of all the elements of value the customer seeks, and be able to provide that value in a customer-intimate way. Practical implications – Marketing’s main function has shifted from selling to creating social consensus about what is “the best” value. Originality/value – Nunes’s startling conclusion: Every industry is now at risk. No industry will be left unscathed, no supply chain left unscrambled, no strategic plan left unraveled.

Purpose – Strategic alignment is a theory-based state that is considered as crucial for organizations in order to realize performance gains from information technology (IT) investments and deployments. Within the domain of purchasing and supply chain management there has been a growing interest on how purchasing strategy can be effectively aligned with IT and what conditions facilitate this state. The purpose of this paper is to investigate complex causal relationships of contingency elements that are key in enabling the “fit” between purchasing strategy and IT. Design/methodology/approach – The paper employs a configuration theory approach and propose that purchasing alignment is dependent upon patterns of multiple contingencies. In adherence with contingency theory, the authors group these elements as relating to strategic orientation, organizational factors, and purchasing decisions. On a sample of 172 international companies the authors then apply the novel methodology of fuzzy set qualitative comparative analysis (fsQCA). Findings – The paper empirically demonstrates that depending on the strategic orientation that a company follows, there are alternative combinations of elements that lead to high purchasing alignment. For companies following an operational excellence strategic orientation, a high contract binding scheme, or a small firm size facilitates purchasing alignment. Enabling elements for product leadership companies include a decentralized purchasing structure, a broad supplier base, and a large firm size. Purchasing alignment for customer intimacy companies is supported by a centralized purchasing structure, loose contract binding, and a large supplier base. Practical implications – The findings of this study suggest that practitioners aiming to attain a state of purchasing alignment should consider a number of contingency elements in the process. The paper shows that there is equifinality in the configurations that lead to purchasing alignment. This means that attaining purchasing alignment is dependent upon various clusters of contingency elements which must be taken into account when formulating a purchasing strategy. Originality/value – In contrast with past studies examining purchasing alignment as a result of the isolated impact of several antecedents, we applied a configuration theory approach to demonstrate that it is facilitated by the combined impact of a set of cause-effect relationships. In cases were non-linear and synergistic relationships exist between independent variables, this type of research may be a viable alternative.

Brand love has become an important concept in both the academic and business worlds. There are some studies in the literature conducted on consumers regarding the brand love, but no study focuses on brands that consumers are in love with. Therefore, to analyze how brand love is created and to identify the components of a sustainable brand love, we conducted a qualitative study on the brands that achieved the lovemark status several times in the survey conducted on the consumers in Turkey. We used the categories in the 2019 lovemark survey, a study conducted by Ipsos for MediaCat magazine every year, as the basis, and we evaluated brands that have been selected as lovemarks in their respective categories at least five times. Our study concluded that the brands created brand love through quality in product or service as well as diversity, customer satisfaction, brand trust, innovative products, sincerity, and emotional intimacy, being a solution-oriented brand, as demonstrated in other studies in the literature, and in addition, by creating social responsibility projects, and being accessible. These brands also made brand love sustainable through reliability, service, relevance, stand behind the promise, innovation, brand image, customer satisfaction, a sense of community, customer experience, emotional bond, trust, people-oriented communication strategy, real-life compatible products and services as well as creation of different experiences.

Todays customers are marketing representatives, product designers, intimate and privileged friends of the company, and de facto managers sitting in at a corporate retreat; they are major stakeholders who bring the concept of corporate social responsibility to the forefront. Since sustainability, connection with community and serving society are expectations consumers require from companies from which they buy, work, and invest; companies must continually look for innovative methods to communicate their alignment of socially responsible policies into their strategic plan. While such concepts are rooted in a collaborative mission, social media marketing is a natural platform for cultivating and instilling such corporate messages.

Purpose The author offers The Principles, Processes, Practices (PPP) Worksheet, an analytic tool that can help firms diagnose their current status in relation to the transformation from 20th Century to 21st Century management. Design/methodology/approach The author posits that there are currently two strikingly different ways of running a corporation in a coherent and consistent fashion. The predominant mode of 20th Century management refined over the last 50 years has the goal of maximizing shareholder value. 10;By contrast, for 21st Century management–the pioneering mode of Agile enterprises and of leading Silicon Valley firms, the goal leads to principles and processes that enable agility. The principles and processes help firms mobilize talent to create instant, intimate, incremental value for customers. 10; Findings The Principles, Processes, Practices (PPP) Worksheet an be applied either to the entire organization or to any part of that organization, such as the leadership team, or any department, or any team, at any point in time. Practical implications Leaders using the PPP worksheet will become, in effect, what Richard Sheridan, CEO of Menlo Innovations, calls “a high tech anthropologist” probing what is going on. Originality/value This is the first description of a potent analytical tool that can help a firm plan and implement a management transformation to 21st Century Agile practices.

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Purpose – This paper aims to investigate the dynamic nature of consumer–brand relationships and, in particular, the passionate dimension of brand love. It explores the relevance of the two dimensions of the identification construct (inner and social self) for the creation of passionate love for a brand. More precisely, it attends to the possible mediating character of identification between the perceived utilitarian or hedonic value and passionate brand love. These effects are analysed in consideration of the moderating effect of relationship duration taking a further-reaching perspective and contributing to the understanding of the transformation of the brand love construct within a long-term consumer–brand relationship. Design/methodology/approach – A survey on universally known brands representing both a hedonic and a utilitarian concept was conducted. The model has been tested using the partial least squares approach to structural equation modelling. Findings – The effects of the antecedents of passionate brand love in general vary with increasing relationship duration. Inner self has a stronger effect on passionate brand love than social self and becomes even more important as the relationship matures. Hedonic and utilitarian value both show substantial direct and indirect effects, but the importance of utilitarian aspects grows with time, substantiating the rational nature of brand love within a long-term consumer–brand relationship. Research limitations/implications – As we assessed the perceived duration of an intimate relationship, longitudinal analysis should provide even more profound results. Practical implications – Inasmuch as emotional attributes drive passionate feelings for a brand, the core utilitarian assets of a brand also evoke passionate love and should be highlighted, especially in long-term relationships with customers. Originality/value – This paper investigates the interdependent effects of identification and customer perceived value (hedonic and utilitarian value) as antecedents of passionate brand love. This paper adapts a dynamic perspective on consumer–brand relationships by taking into account the moderating effect of perceived relationship duration.

The case describes how Priya Paul, the Chairperson of The Park Hotel (TPH), and her team created a uniquely Indian boutique hotel network — infusing each property with local ethos and a charming distinction, emphasizing intimate and personalized service, and positioning each hotel as an entertainment destination for customers. The case invites students to consider the communication choices open to the TPH management in 2010 as they cope with growing competition from the entry of international majors (Hyatt, Starwood Hotels and JW Marriott) and the expansion plans of domestic giants (The Taj, Oberoi and ITC Welcomgroup) while seeking to retain the distinctiveness and individuality of each of the properties in the network. The case describes the communication strategy adopted by TPH and elaborates on the various channels of communication used such as personal selling, advertising, public relations, and social media. The rich exhibits of the case allow for analysis of creative as well as media strategy. The case will enable participants to understand the challenges in integrating the different elements of marketing communications and the challenges in communicating experiences as opposed to products or services.

Purpose As Agile management thinking spreads to every part and every kind of organization, including their competitors, corporate leaders need to take steps to ensure they get and keep a good seat at the Agile table. Design/methodology/approach The author’s first hand research finds that firms are learning the hard way that software process and value innovation requires a different way of running the organization to be successful. The whole firm has to become nimble, adaptable and able to adjust on the fly to meet the shifting whims of a marketplace driven by dynamic changes in customer value. Findings The Agile way of working is provoking a revolution in business that affects almost everyone. Agile organizations are connecting everyone and everything, everywhere, all the time. They are capable of delivering instant, intimate, frictionless value on a large scale. Practical implications Examples of the new way of running organizations are everywhere apparent. It’s not just the five biggest firms by market capitalization: Amazon, Apple, Facebook, Google and Microsoft. It’s also firms like Airbnb, Etsy, Lyft, Menlo Innovations, Netflix, Saab, Samsung, Spotify, Tesla, Uber and Warby Parker. Social implications A new kind of management was needed to enable this new kind of worker -- a fundamentally different way of running organizations. Agile is economically more productive and a better fit with the new marketplace. And it had immense potential benefit for the human spirit. It could create workplaces that enabled human beings to contribute their full talents on something worthwhile and meaningful – creating value for other human beings. Originality/value Continuing the management practices and structures of the lumbering industrial giants of the 20th Century is no longer a viable option for today’s firms. To survive, let alone thrive, leaders today must recognize that Agile is not something happening in software alone.

Purpose The purpose of this paper is to report the training of college librarians, academic and management staff, IT managers and students on how to organise, manage and use a user-friendly library. In Uganda, as in many countries, the problem is that school and/or college libraries are managed by librarians who may have good cataloguing and management skills, but who do not have the pedagogic skills and knowledge of the school curricula that are necessary for librarians to be able to guide and mentor both teachers and students or organise curriculum-related activities or facilitate research. The development of user-friendly libraries contributes in improving education quality through nurturing the interest of students and teachers in literacy activities and active search for knowledge. Under the stewardship of the Belgium Technical Cooperation and the Ministry of Education in Uganda, library stakeholders were trained on how to put users – rather than themselves – in the centre of the library’s operations and introduced to active teaching and learning methodologies and activities with emphasis on getting engaged in transforming spaces, services, outreach to users and collections. Several measures, short and long term were taken to address the gaps limiting the performance of the librarians. Given the disparities in the trainees’ education level and work experience, the training was delivered in seven modules divided into three units for over eight months in 2015. By the end of the training, trainees developed unique library strategic plan, library policies and procedures, capacity to use library systems, physical design and maintenance systems, partnerships, library structure and staff job descriptions. Design/methodology/approach To effectively engage the participants each topic was conducted using active teaching and learning (ATL) methodologies, including: lecture with slides and hands-on practice – each topic was introduced in a lecture form with slides and hands-on exercises. The main goal was to introduce the participants to the concepts discussed, offer opportunities to explore alternative approaches, as well define boundaries for discussion through brainstorming. The question-answer approach kept the participants alert and to start thinking critically on the topic discussed – brainstorming sessions allowed thinking beyond the presentation room, drawing from personal experiences to provide alternatives to anticipated challenges. The goal here was for the participants to provide individual choices and approaches for real life problems; group discussions: case study/ scenario and participant presentations – participants were provided with a scenario and asked to provide alternative approaches that could solve the problem based on their personal experience at their colleges. By the end of the group discussion, participants presented a draft of the deliverable as per the topic under discussion. More so, group discussions were an excellent approach to test participant’s teamwork skills and ability to compromise, as well as respecting team decisions. It was an opportunity to see how librarians will work with the library committees. Group discussions further initiated and cemented the much-needed librarian–academic staff – college management relationship. During the group discussion, librarians, teaching staff, ICT staff and college management staff, specifically the Principals and Deputy Principals interacted freely thus starting and cultivating a new era of work relationship between them. Individual presentation: prior to the workshop, participants were sent instructions to prepare a presentation on a topic. For example, participants were asked to provide their views of what a “user-friendly library” would look like or what would constitute a “user-friendly library”; the college library of HTC-Mulago was asked to talk about their experience working with book reserves, challenges faced and plans they have to address the challenges, while the college librarian from NTC-Kaliro was asked to describe a situation where they were able to assist a patron, the limitations they faced and how they addressed them. Doing so did not only assist to emotionally prepare the participants for the training but also helped to make them start thinking about the training in relation to their libraries and work. Take-home assignment: at the end of each session, participants were given home assignments to not only revise the training material but also prepare for the next day training. Further the take-home assignments provided time for the participants to discuss with their colleagues outside of the training room so as to have a common ground/ understanding on some of the very sensitive issues. Most interesting assignment was when participants were asked to review an article and to make a presentation in relation to their library experiences. Participant reports: participant reports resulted from the take-home assignments and participants were asked to make submission on a given topic. For example, participants were asked to review IFLA section on library management and write a two-page report on how such information provided supported their own work, as well as a participant report came from their own observation after a library visit. Invited talks with library expert: two invited talks by library experts from Consortium of Uganda University Libraries and Uganda Library and Information Science Association with the goal to share their experience, motivate the participants to strive higher and achieve great things for their libraries. Library visitation: there were two library visits conducted on three separate days – International Hospital Kampala (IHK) Library, Makerere University Library and Aga Khan University Hospital Library. Each of these library visits provided unique opportunities for the participants to explore best practices and implement similar practices in their libraries. Visual aids – videos, building plans and still photos: these were visual learning aids to supplement text during the lectures because they carried lot of information while initiating different thoughts best on the participants’ past experience and expertise. The training advocated for the use of ATL methodologies and likewise similar methodologies were used to encourage participants do so in their classrooms. Findings Addressing Key Concerns: Several measures, both long and short term, were taken to address the gaps limiting the performance of the librarians. The measures taken included: selected representative sample of participants including all college stakeholders as discussed above; active teaching and learning methodologies applied in the training and blended in the content of the training materials; initiated and formulated approaches to collaborations, networks and partnerships; visited different libraries to benchmark library practices and encourage future job shadowing opportunities; and encouraged participants to relate freely, understand and value each other’s work to change their mindsets. College librarians were encouraged to ensure library priorities remain on the agenda through advocacy campaigns. Short-term measures: The UFL training was designed as a practical and hands-on training blended with individual and group tasks, discussions, take-home assignments and presentations by participants. This allowed participates to engage with the material and take responsibility for their own work. Further, the training material was prepared with a view that librarians support the academic life of teaching staff and students. Participants were tasked to develop and later fine-tune materials designed to support their work. For example, developing a subject bibliography and posting it on the library website designed using open source tools such as Google website, Wikis, blogs. The developed library manual includes user-friendly policies and procedures referred to as “dos and don’ts in the library” that promote equitable open access to information; drafting book selection memos; new book arrivals lists; subscribing to open access journals; current awareness services and selective dissemination of information service displays and electronic bulletins. Based on their library needs and semester calendar, participants developed action points and timelines to implement tasks in their libraries at the end of each unit training. Librarians were encouraged to share their experiences through library websites, Facebook page, group e-mail/listserv and Instagram; however, they were challenged with intimate internet access. College libraries were rewarded for their extraordinary job. Given their pivotal role in the management and administration of financial and material resources, on top of librarians, the participants in this training were college administrators/ management, teaching and ICT staff, researchers and student leadership. Participants were selected to address the current and future needs of the college library. These are individuals that are perceived to have a great impact towards furthering the college library agenda. The practical nature of this training warranted conducting the workshops from developed but similar library spaces, for example, Aga Khan University Library and Kampala Capital City, Makerere University Library, International Hospital Kampala Library and Uganda Christian University Library. Participants observed orientation sessions, reference desk management and interviews, collection management practices, preservation and conservation, secretarial bureau management, etc. Long-term measures: Changing the mindset of librarians, college administrators and teaching staff is a long-term commitment which continues to demand for innovative interventions. For example: job shadowing allowed college librarian short-term attachments to Makerere University Library, Uganda Christian University Library, Aga Khan Hospital University Library and International Hospital Kampala Library – these libraries were selected because of their comparable practices and size. The mentorship programme lasted between two-three weeks; on-spot supervision and follow-up visits to assess progress with the action plan by the librarians and college administration and college library committee; ensuring that all library documents – library strategic plan, library manual, library organogram, etc are approved by the College Governing Council and are part of the college wide governing documents; and establishing the library committee with a job description for each member – this has strengthened the library most especially as an advocacy tool, planning and budgeting mechanism, awareness channel for library practices, while bringing the library to the agenda – reemphasizing the library’s agenda. To bridge the widened gap between librarians and the rest of the stakeholders, i.e. teaching staff, ICT staff, college administration and students, a college library committee structure and its mandate were established comprising: Library Committee Chairperson – member of the teaching staff; Library Committee Secretary – College Librarian; Student Representative – must be a member of the student Guild with library work experience; and Representative from each college academic department. A library consortium was formed involving all the four project supported colleges to participate in resource sharing practices, shared work practices like shared cataloguing, information literacy training, reference interview and referral services as well a platform for sharing experiences. A library consortium further demanded for automating library functions to facilitate collaboration and shared work. Plans are in place to install Koha integrated library system that will cultivate a strong working relationship between librarians and students, academic staff, college administration and IT managers. This was achieved by ensuring that librarians innovatively implement library practices and skills acquired from the workshop as well as show their relevance to the academic life of the academic staff. Cultivating relationships takes a great deal of time, thus college librarians were coached on: creating inclusive library committees, timely response to user needs, design library programmes that address user needs, keeping with changing technology to suite changing user needs, seeking customer feedback and collecting user statistics to support their requests, strengthening the library’s financial based by starting a secretarial bureau and conducting user surveys to understand users’ information-seeking behaviour. To improve the awareness of new developments in the library world, college librarians were introduced to library networks at national, regional and international levels, as a result they participated in conferences, workshops, seminars at local, regional and international level. For example, for the first time and with funding from Belgium Technical Cooperation, college librarians attended 81st IFLA World Library and Information Congress in South African in 2015. College libraries are now members of the Consortium of Uganda University Libraries and Uganda Library and Information Science Association and have attended meetings of these two very important library organisations in Uganda’s LIS profession. The college librarians have attended meetings and workshops organized by these two organisations. Originality/value At the end of the three units training, participants were able to develop: a strategic plan for their libraries; an organogram with staffing needs and job description matching staff functions; a Library Committee for each library and with a structure unifying all the four project-support Colleges; a library action plan with due dates including deliverables and responsibilities for implementation; workflow plan and organisation of key sections of the library such as reserved and public spaces; furniture and equipment inventory (assets); a library manual and collection development policy; partnerships with KCCA Library and Consortium of Uganda University Libraries; skills to use Koha ILMS for performing library functions including: cataloguing, circulation, acquisitions, serials management, reporting and statistics; skills in searching library databases and information literacy skills; skills in designing simple and intuitive websites using Google Sites tools; and improved working relationship between the stakeholders was visible. To further the user-friendly libraries principle of putting users in the centre of the library’s operations, support ATL methodologies and activities with emphasis on getting engaged in transforming spaces, services, outreach to users and collections the following initiatives are currently implemented in the colleges: getting approval of all library policy documents by College Governing Council, initiating job shadowing opportunities, conducting on-spot supervision, guide libraries to set up college library committees and their job description, design library websites, develop dissemination sessions for all library policies, incorporate user-friendly language in all library documents, initiate income generation activities for libraries, set terms of reference for library staff and staffing as per college organogram, procurement of library tools like DDC and library of congress subject headings (LCSH), encourage attendance to webinars and space planning for the new libraries.

Leading companies commonly employ a particular strategy to cover a market. They mightchoose product leadership, service support excellence, customer intimacy strategy, as well as acombination of them.The use of these strategies is obviously to gain more customers, since the product becomes achoice as an effect of the brand equity strengthening. While firms are very concerned withcustomer loyalty to maintain a stable sales volume, a question arises whether the brand equityhas an effect on the customer’s loyalty. Logically, if a strategy can develop the product’s brandequity which in turn propels cutomers to buy it, it will hopefully improve customers’ loyalty aswell.Therefore, this study is designed to answer the questions, (1) which strategy (among thethree) adds power to the brand equity, (2) the brand equity is influential to the customer’sloyalty, and (3) the product leadership can predict the customer’s loyalty. Three antecedents ofbrand equity are employed, i.e. product leadership, service support excellence, and customerintimacy. These three variables, along with brand equity can also indicate as predictors ofcustomer’s loyalty. A sample consisting of 100 respondents withdrawn through a judgmentmethod. Data were analyzed by Amos 5.0 and SPSS 16.0. The results denote that the relationshipsbetween product leadership and customer intimacy to brand equity, also brand equity tocustomer’s loyalty are significant. On the contrary, the relationship of service supportexcellence to brand equity and the relationship of product leadership to customer’s loyalty aretrivial.Keywords: product leadership, service support excellence, customer intimacy, brand equity,customer’s loyalty

Leading companies commonly employ a particular strategy to cover a market. They mightchoose product leadership, service support excellence, customer intimacy strategy, as well as acombination of them.The use of these strategies is obviously to gain more customers, since the product becomes achoice as an effect of the brand equity strengthening. While firms are very concerned withcustomer loyalty to maintain a stable sales volume, a question arises whether the brand equityhas an effect on the customer’s loyalty. Logically, if a strategy can develop the product’s brandequity which in turn propels cutomers to buy it, it will hopefully improve customers’ loyalty aswell.Therefore, this study is designed to answer the questions, (1) which strategy (among thethree) adds power to the brand equity, (2) the brand equity is influential to the customer’sloyalty, and (3) the product leadership can predict the customer’s loyalty. Three antecedents ofbrand equity are employed, i.e. product leadership, service support excellence, and customerintimacy. These three variables, along with brand equity can also indicate as predictors ofcustomer’s loyalty. A sample consisting of 100 respondents withdrawn through a judgmentmethod. Data were analyzed by Amos 5.0 and SPSS 16.0. The results denote that the relationshipsbetween product leadership and customer intimacy to brand equity, also brand equity tocustomer’s loyalty are significant. On the contrary, the relationship of service supportexcellence to brand equity and the relationship of product leadership to customer’s loyalty aretrivial.Keywords: product leadership, service support excellence, customer intimacy, brand equity,customer’s loyalty

PurposeThis paper aims to provide a valid insight into consumers' minds while considering word of mouth (WOM), brand image and uniqueness as independent variables while considering the tourism industry as the primary stakeholder.Design/methodology/approachThe study adopts qualitative research methods and data collected from 1,033 respondents using convenience sampling methodology. The data are collected from different tourists spots in China and Pakistan. The PROCESS macro was utilized in this study using SPSS version 25.0 to inspect the impacts by using Model 4 and the conditional effects indirectly by utilizing Model 14.FindingsCustomer's intimacy, search for novel and unexplored destinations highlight WOM interactions and perceived service value. Service value, interactional justice and professional attitude of hotel management mediated all the given relationships significantly. The brand image does not mediate any significant associations. Perceived service value and brand image predict customer's loyalty, and WOM is the direct measure of their intentions, and these variables are market trend indicators. A tourist's response toward different destinations is described in this study with comparative analysis of Chinese and Pakistani tourists. The study results showed a significantly positive relationship between hotel management professional behavior, customer's loyalty, customer's intimacy and WOM.Research limitations/implicationsThe recruited population might not be represented as the broader and larger visitor population, resulting in restricting establishing tactics. Moreover, this study's results provide significant insight into a tourism industry, hence providing a chance to manage customer loyalty better.Social, managerial and theoretical implicationsThis study contributes significantly to the body of knowledge and provides remarkable insight from the managerial perspective. Interactional justice results in significant value for hotel management directors and top management, front desk staff and operatives and front level employees and managers. Consumer sensitivity of fairness in interpersonal dealings calls for behavioral changes in frontline employees, especially those directly dealing with hotel visitors. Hotel staff and management should formulate a system to deal with the demands and needs of visitors. It should describe the rights and obligations of visitors and ensure that each customer is treated equally and with respect. Customers should be motivated to read the survey questionnaires kept in their rooms and offer their views on the services provided. This strategy might increase the customers' sense of empowerment and leading to notions of fairness in individual encounters.Originality/valueThis study provides an insight into the customer's minds while considering essential variables that include WOM, brand image, perceived service value and uniqueness.

Purpose This paper seeks to empirically examine the distinct antecedents of cognitive and affective brand trust in the context of high inherent risk product of baby care toiletries. In addition, the moderating role of working status and education is investigated for the relationship between brand trust and its antecedents. Design/methodology/approach Extensive literature review was conducted to develop the theoretical framework, which was then empirically validated through a survey conducted on the 507 respondents. Data was analyzed using structural equation modeling. Findings The study found that brand credibility, brand innovativeness and family influence are antecedents of cognitive brand trust whereas brand intimacy and family influence are drivers of affective brand trust. Further, the working status is found to moderate the relationship between brand intimacy to affective brand trust and family influence to both cognitive and affective brand trust. The study result does not support the moderating effect of education on the relationship of cognitive brand trust with brand credibility and brand innovativeness. Practical implications The study recommends marketing strategy implications for high inherent risk product companies such as baby care toiletries that what essential factors they must keep in mind while promoting their brand and winning trust of customers. Originality/value The present study is one among those few empirical investigations that examines the role of antecedents of brand trust in less researched context of high inherent risk products.

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings This viewpoint concentrates on how companies can move toward delighting their customers with experiences, using examples from Thailand where customer satisfaction is historically low. The key customer experience innovation strategy is for larger firms to co-create with small- and medium-sized enterprises (SMEs) for the long term, to tap into the fast evolution these SMEs move through by pursuing an intimate understanding of their customers. Originality/value The briefing saves busy executives, strategists, and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

PT. XYZ is a private multinational company engaged in chemical type commodities trading with sodium sulphate, sodium carbonate and hydrogen peroxide – three of the most common chemicals used in textile, pulp & paper and detergent industry – as their main traded commodities. However, due to many opportunities available and the company’s experience as an international trader, marketing plan should not be ignored especially when the company is still relatively new as a supplier. Based on last year sales revenue alone, PT. XYZ placed third among four other companies, placing PT. XYZ as a market follower and thus needed to formulate an offensive strategy to achieve higher sales. The method used in this study is by using SOAR tool instead of SWOT analysis and translated into Treacy and Wiersema’s value disciplines. consisted of three strategies, i.e. operational excellence, customer intimacy and product leadership. The study found that there is a need for the company to use a combined strategy of operational excellence and customer intimacy.

<p>ABSTRACT<br />Sasi, as a regime of common (pool) resource management, has long been trusted as one of the most efficient traditional practices in maintaining the sustainability of resources in coastal areas. However, the practice of Sasiwas highly influenced by adat, customary laws set by feudal system that have been replaced by the modern state. This research intended toexamine (1) how the practice of Sasi has changed along with the ecological, social, and economic changes that happened within the society, and (2) what was the impact of this change to the mechanism of the distribution of wealth within the localcommunity. Field research was conducted inthe Kaimana District, West Papua Province,from November - December 2015, using qualitative methods and progressive contextualization strategy.The results indicated that the economic changes were the main driving factor of the dynamic of Sasi in Kaimana. The commercialization of Sasi by village elites hasreplaced this tradition of marine conservation and its orientation with the mechanism ofsurplus accummulation. It degraded the social security mechanism, affectedthe income of the community in general,and developed intimate exclusionsof the sub-ordinate groups,includingwomen.<br />Keywords: coastal resource, social change, social security, intimate exclusion.</p><p>ABSTRAK<br />Sasi, sebagai suatu rezim pengelolaan sumberdaya alam milik bersama, telah lama dipercaya sebagai salah satu praktek tradisional yang efisien dalam memelihara kelestarian sumberdaya di wilayah laut. Namun demikian, praktek Sasi ini sangat dipengaruhi oleh adat yang didirikan oleh sistem feodal, suatu sistem yang kini telah digantikan oleh pemerintahan modern. Penelitian ini bertujuan untuk menjelaskan (1) bagaimana praktek Sasi telah berubah sejalan dengan perubahan ekologi, sosial dan ekonomi yang terjadi di masyarakat, dan (2) bagaimana dampak perubahan tersebut terhadap mekanisme distribusi kemakmuran di dalam komunitas. Studi lapangan dilakukan pada November – Desember 2016 di Kabupaten Kaimana, Papua Barat, dengan menggunakan metode kualitatif dan strategi penelitian progressive contextualization. Hasil penelitian menunjukkan bahwa perubahan ekonomi adalah yang paling berpengaruh terhadap dinamika Sasi di Kaimana. Komersialisasi Sasi oleh elit desa telah menggeser tradisi konservasi laut serta orientasinya dengan mekanisme akumulasi surplus bagi rumah tangga. Hal ini menyebabkan tergedradasinya mekanisme jaminan sosial masyarakat secara umum, dan menimbulkan intimate exclusion terhadap kelompok sub-ordinat, termasuk perempuan.<br />Kata kunci: sumberdaya laut, perubahan sosial, jaminan sosial, eksklusi karib.</p>

In the 1980s, an extremely successful Nescafé Gold Blend coffee advertising campaign dared to posit, albeit subliminally, that a love relationship was inextricably linked to coffee. Over several years, an on-again off-again love affair appeared to unfold onscreen; its ups and downs narrated over shared cups of coffee. Although the association between the relationship and Gold Blend was loose at best, no direct link was required (O’Donohoe 62). The campaign’s success was its reprisal of the cultural myth prevalent in the West that coffee and love, coffee and relationships, indeed coffee and intimacy, are companionate items. And, the more stable lover, it would seem, is available on the supermarket shelf. Meeting for coffee, inviting a potential lover in for a late-night cup of coffee, or scheduling a business meeting in an espresso bar are clichés that refer to coffee consumption but have little to do with the actual product. After all, many a tea-drinker will invite friends or acquaintances “for coffee.” This is neatly acknowledged in a short romantic scene in the lauded feature film Good Will Hunting (1997) in which a potential lover’s suggestion of meeting for coffee is responded to smartly by the “genius” protagonist Will, “Maybe we could just get together and eat a bunch of caramels. [...] When you think about it, it’s just as arbitrary as drinking coffee.” It was a date, regardless. Many in the coffee industry will argue that coffee—rather than tea, or caramel—is legendary for its intrinsic capacity to foster and ignite new relationships and ideas. Coffee houses are repeatedly cited as the heady location for the beginnings of institutions from major insurance business Lloyd’s of London to the Boston Tea Party, J.K. Rowling’s Harry Potter series of novels, and even Western Australian indie band Eskimo Joe. This narrative images the coffee house and café as a setting that supports ingenuity, success, and passion. It is tempting to suggest that something intrinsic in coffee renders it a Western social lubricant, economic powerhouse, and, perhaps, spiritual prosthesis. This paper will, however, argue that the social and cultural production of “coffee” cannot be dissociated from feeling. Feelings of care, love, inspiration, and desire constellate around “coffee” in a discourse of warm, fuzzy affect. I suggest that this blooming of affect is not superfluous but, instead, central to the way in which coffee is produced, represented and consumed in Western mass culture. By exploring the currently fashionable practice of “direct trade” between roasters and coffee growers as represented on the Websites of select Western roasting companies, the repetition of this discourse is abundantly clear. Here, the good feelings associated with cross-cultural friendship are figured as the condition and reward for the production of high quality coffee beans. Money, it seems, does not buy happiness—but good quality coffee can. Good (Colonial) Feelings Before exploring the discursive representation of friendship and good feeling among the global coffee community with regard to direct trade, it is important to account for the importance of feeling as a narrative strategy with political affects and effects. In her discussion of “happy objects,” cultural theorist of emotion Sara Ahmed argues that specific objects are associated with feelings of happiness. She gives the telling example of coffee as an object intimately tied with happy feeling within the family. So you make coffee for the family, and you know “just“ how much sugar to put in this cup and that. Failure to know this “just“ is often felt as a failure of care. Even if we do not experience the same objects as being pleasurable, sharing the family means sharing happy objects, both in the sense of sharing knowledge (of what makes others happy) and also in the sense of distributing the objects in the right way (Ahmed, Promise 47). This idea is derived from Ahmed’s careful consideration of affective economies. She suggests emotions neither belong to, or are manufactured by, discrete individuals. Rather, emotions are formed through social exchange. Relieved of imagining the individual as the author of affect, we can consider the ways in which affect circulates as a product in a broad, vitalising economy of feeling (Ahmed, Affective 121). In the example above, feelings of care and intimacy attached to coffee-making produce the happy family, or more precisely, the fleeting instant of the family-as-happy. The condition of this good feeling is not attributable to the coffee as product nor the family as fundamentally happy but rather the rippling of happy feeling through sharing of the object deemed happy. A little too much sugar and happiness is thwarted, affect wanes; the coffee is now bad(-feeling). If we return briefly to the Nescafé Gold Blend campaign and, indeed, Good Will Hunting, we can postulate following Ahmed that the coffee functions as a love object. Proximity to coffee is identified by its apparent causation of love-effects. In this sense, “doing coffee” means making a fleeting cultural space for feeling love, or feeling good. But what happens when we turn from the good feeling of consumption to the complex question of coffee production and trade? How might good feeling attach to the process of procuring coffee beans? In this case, the way in which good feeling seems to “stick to” coffee in mass culture needs to be augmented with consideration of its status as a global commodity traded across sociopolitical, economic, cultural and national borders. Links between coffee and colonialism are long established. From the Dutch East India Company to the feverish enthusiasm to purchase mass plantations by multinational corporations, coffee, colonialism and practices of slavery and indentured labour are intertwined (Lyons 18-19). As a globally traded commodity across a range of political regimes and national borders, tracing the postcolonial and neocolonial relations between multinational companies, small upscale boutique roasters, plantation owners, coffee bean co-ops, regulatory bodies, and workers is complex at best. In what may appear a tangential approach, it is nonetheless instructive to consider that colonial relations are constituted through affective components that support and fuel economic and political exchange (Stoler, Haunted). Again, Ahmed offers a useful context for the relationship between the imperative toward happiness and colonial representation. The civilizing mission can be redescribed as a happiness mission. For happiness to become a mission, the colonized other must be first deemed unhappy. The imperial archive can be described as an archive of unhappiness. Colonial knowledges constitute the other as not only an object of knowledge, a truth to be discovered, but as being unhappy, as lacking the qualities or attributes required for a happier state of existence (Ahmed, Promise 125). The colonising aspect of the relations Ahmed describes includes the “mission” to construct Others as unhappy. Understood as happiness detractors, colonial Others become objects that threaten the radiant appeal of happiness as part of an imperial moral economy. Hence, it is the happiness of the colonisers that is secured through the disavowal of the feelings of Others. Moreover, by documenting colonial unhappiness, colonising forces justify the sanctity of happiness-making through violence. As Ann Stoler affirms, “Colonial states had a strong interest in affective knowledge and a sophisticated understanding of affective politics” (Carnal 142). Colonising discourses, then, are inextricably linked to regimes of sense and feeling. Stoler also writes that European-ness was established through cultivation of an inner sense of self-worth associated with ethics, individuality and autonomy (Haunted 157). The development of a sense of belonging to Europe was hence executed through feeling good in both moral and affective senses of the word. Although Stoler argues her case in terms of the affective politics of colonial sexualities and desire, her work is highly instructive for its argument that emotion is crucial to structures of power in colonial regimes. Bringing Stoler’s work into closer proximity with Ahmed’s postulation of State happiness and its objects, I am now going to suggest that coffee is a palimpsestic cultural site at which to explore the ways in which the politics of good feeling obscure discomforting and complex questions of power, exploitation, and disadvantage in global economies of coffee production and consumption. Direct Trade In the so-called “third wave” specialty coffee market that is enjoying robust growth in Australia, America, and Europe, “direct trade” across the globe between roasters and plantation owners is consistently represented as friendly and intimate despite vast distances and cultural difference. The “third wave” is a descriptor that, as John Manzo describes in his sociological exploration of coffee connoisseurship in privileged Western online and urban fora, refers to coffee enthusiasts interested in brewing devices beyond high-end espresso machines such as the cold drip, siphon, or pour-over. Jillian Adams writes further that third wavers: Appreciate the flavour nuances of single estate coffee; that is coffee that is sourced from single estates, farms, or villages in coffee growing regions. When processed carefully, it will have a distinctive flavour and taste profile that reflects the region and the culture of the coffee production (2). This focus on single estate or “single origin” coffee refers to beans procured from sections of estates and plantations called micro-lots, which are harvested and processed in a controlled manner.The third wave trend toward single origin coffees coincides with the advent of direct trade. Direct trade refers to the growing practice of bypassing “middlemen” to source coffee beans from plantations without appeal to or restriction by regulatory bodies. Rather, as I will show below, relationships and partnerships between growers and importers are imagined as sites of goodwill and good feeling. This focus on interpersonal relationships and friendships cannot be disarticulated from the broader cross-cultural context at stake. The relationships associated with direct trade invariably take place across borders that are also marked by economic, cultural and political differences in which privileged Western buyers engage with non-Western growers on low incomes. Drawing from Ahmed’s concern that the politics of good feeling is tied to colonial nostalgia, it is compelling to suggest that direct trade is haunted by discourses of colonisation. At this point of intersection, I suggest that Western mass cultural associations of coffee with ease, intimacy and pure intentions invite consumers to join a neocolonial saga through partaking in imagined communities of global coffee friends. Particularly popular in Australia and America, direct trade is espoused by key third wave coffee roasters in Melbourne, Portland and Seattle. Melbourne Coffee Merchants are perhaps the most well-known importers of directly traded green bean in Australia. On their Web page they describe the importance of sharing good feelings about high quality coffee: “We aim to share, educate, and inspire, and get people as excited about quality coffee as we are.” A further page describing the Merchants’s mission explains, “Growers are treated as partners in the mission to get the worlds [sic] finest beans into the hands of discerning customers.” The quality of excitement that circulates through the procuring of green beans is related to the deemed partnership between Merchants and the growers. That is, it is not the fact of the apparent partnership or its banality that is important, but the treating of growers as partners that signifies Merchants’s mission to generate good feeling. This is a slight but crucial distinction. Treating the growers as partners participates in an affective economy of excitement and inspiration—how the growers feel is, presumably, in want of such partnership.Not dissimilarly, Five Senses Coffee, boutique roasters in Melbourne and Perth, offer an emotional bonus with the purchase of directly traded coffees. “So go on, select one of our Direct Trade products and bask in the warm glow you get knowing that the farmer who grew the beans that you’re enjoying is reaping the rewards too!” The rewards that the growers are deemed to be receiving are briefly explained in blog posts on the Five Senses news Web page. I am not suggesting that these friendships and projects are not legitimate. Rather, the willingness of Five Senses to negotiate rates with growers and provide the community with an English teacher, for example, fuels an economy of Westerners’s good feelings and implies conventional trading produces unhappiness. This obscures grounds for concern that the provision of an English teacher might indeed serve the interests of colonising discourses. Perhaps a useful entry point into this narrative form is founded in the recently self-published book Coffee Trails by Toby Smith, founder of boutique Australian roaster Toby’s Estate. The book is described on the Toby’s Estate Web page as follows:Filled with personal anecdotes and illustrating his relationships developed over years of visiting the farmers to source his coffee beans, Smith’s commentary of his travels, including a brush with Jamaican customs officials and a trip to a notoriously dangerous Ethiopian market, paints an authentic picture of the colourful countries that produce the second most traded product in the world. [...] Coffee Trails has been Smith’s labour of love over the past two years and the end product is a wonderfully personal account of a man fulfilling his lifelong dream and following his passion across the world. Again, the language of “passion” and “love” registers direct trade coffee as a happy object. Furthermore, despite the fact that coffee is also grown in Australia, the countries that are most vivid in the epic imagination are those associated with “exotic” locations such as Ethiopia and Jamaica. This is arguably registered through the sense that these locations were where Smith encountered danger. Having embarked on a version of the quintessential hero’s journey, Smith can be seen as devoted to, and inspired by, his love-object. His brushes with uncivilised authorities and locations carry the undertones of a colonial imaginary, in which it can be argued Smith’s Western-ness is established and secured as goodwill-invoking. After all, he locates and develops relationships with farmers and buys their coffee which, following the logic of happy objects, disperses and shares good feelings.Gloria Jean’s Coffees, which occupies a similar market position in Australia to the multinational “specialty” coffee company Starbucks (Lyons), also participates in the dispersal of coffee as a happy object despite its mass scale of production and lack of direct trade capability (not unexpectedly, Starbucks hosts a Relationships campaign aimed at supporting humanitarian initiatives and communities). Gloria Jean’s campaign With Heart allocates resources to humanitarian activities in local Australian communities and worldwide in coffee-growing regions. Their Web page states: “With Heart is woven throughout Gloria Jeans Coffee houses and operations by the active participation of Franchise Partners, support office and team members and championed across Australia, by our With Heart Ambassadors.“ The associative message is clear: Gloria Jean’s Coffees is a company indissociable from “heart,” or perhaps loving care, for community.By purchasing coffee, Gloria Jean’s customers can be seen to be supporting heartening community projects, and are perhaps unwittingly working as ambassadors for the affective economy in which proximity to the happy object—the heart-centred coffee company—indicates the procurement of happiness for someone, somewhere. The sale of good feeling enables specialty coffee companies such as Gloria Jean’s to bypass market opportunities associated with Fair Trade regulatory provisions, which, as Carl Obermiller et al. find in their study of Fair Trade buying patterns, also profit from consumers’ purchase of good feeling associated with ethically-produced objects. Instead, assuring consumers of its heart-centredness, Gloria Jean’s Coffees is represented as an embodiment not of fairness but kindness, and perhaps love, for others. The iconography and history of direct trade coffee is most closely linked to Intelligentsia Coffee of Chicago in the USA. Intelligentsia describes its third wave roasting and training business as the first to engage in direct trade in 2003. Its Web page includes an image of an airplane to which the following pop-up is linked: “Our focus is not just identifying quality coffee, but developing and rewarding it. To do this means preserving and developing strong relationships despite the considerable distance. At any given time, there is at least one Intelligentsia buyer at origin.” This text raises the question of what constitutes quality coffee. It would appear that “quality coffee” is knowledge that Intelligentsia owns, and which is rewarded financially when replicated to the satisfaction of Intelligentsia. The strength of the relationships in this interaction is closely linked to the meeting of clear conditions and expectations. Indeed, we are reassured that “at any time” an Intelligentsia buyer is applying these conditions to the product. Quality, then, is at least in part achieved by Intelligentsia through its commitment to travelling long distances to oversee the activities and practices of growers. This paternalistic structure is figured in terms of “strong relationships” rather than, perhaps, a rigorous and shrewd business model (which is assumedly the province of mass-market Others).Amid numerous examples found in even a cursory search on the Web, the overwhelming message of direct trade is of good feeling through care. Long term relationships, imagined as virtuous despite the opacity of the negotiation procedure in most cases, narrates the conviction that relationship in and of itself is a good in what might be called the colonial redramatisation staked by an affective coffee economy. Conclusion: Mourning CoffeeIn a paper on happiness, it might appear out of place to reference grief. Yet Jacques Derrida’s explication of friendship in his rousing collection The Work of Mourning is instructive. He writes that death is accommodated and acknowledged “in the undeniable anticipation of mourning that constitutes friendship” (159). Derrida maintains close attention to the productivity and intensity of Otherness in mourning. Thus, friendship is structurally dependent on impending loss, and it follows that there can be no loss without recognising the Otherness of the other, as it were. Given indifference to difference and, hence, loss, it is possible to interpret the friendships affirmed within direct trade practices as supported by a kind of mania. The exuberant dispersal of good feeling through directly traded coffee is narrated by emotional journeys to the primordial beginnings of the happy-making object. That is, fixation upon the object’s brief survival in “primitive” circumstances before its perfect demise in the cup of discerning Western clientele suggests a process of purification through colonising Western knowledges and care. If I may risk a misappropriation of Sara Ahmed’s words; so you make the trip to origin, and you know “just” what to pay for this bean and that. Failure to know this “just” is often felt as a failure of care. But, for whom?References Adams, Jillian. “Thoroughly Modern Coffee.” TEXT Rewriting the Menu: The Cultural Dynamics of Contemporary Food Choices. Eds. Adele Wessell and Donna Lee Brien. TEXT Special Issue 9 (2010). 27 Feb. 2012 ‹http://www.textjournal.com.au/speciss/issue9/content.htm›. Ahmed, Sara. “Affective Economies.” Social Text 79 22.2 (2004): 117-39 . -----. “The Politics of Good Feeling.” Australian Critical Race and Whiteness Studies Association E-Journal 5.1 (2008): 1-18. -----. The Promise of Happiness. Durham: Duke UP, 2010. Derrida, Jacques. The Work of Mourning. Eds. Pascale-Anne Brault and Michael Naas. Chicago; London: U Chicago P, 2003. Five Senses Coffee. “Coffee Affiliations.” 27 Feb. 2012 ‹http://www.fivesenses.com.au/coffee/affiliations/direct-trade›. Gloria Jean’s Coffees. “With Heart.” 27 Feb. 2012 ‹http://www.gloriajeanscoffees.com/au/Humanitarian/AboutUs.aspx›. Good Will Hunting. Dir. Gus Van Sant. Miramax, 1997. Intelligentsia Coffee. “Direct Trade.” 28 Feb. 2012 ‹http://directtradecoffee.com/›. Lyons, James. “Think Seattle, Act Globally: Specialty Coffee, Commodity Biographies and the Promotion of Place.” Cultural Studies 19.1 (2005): 14-34. Manzo, John. “Coffee, Connoisseurship, and an Ethnomethodologically-Informed Sociology of Taste.” Human Studies 33 (2010): 141-55. Melbourne Coffee Merchants. “About Us.” 27 Feb. 2012 ‹http://melbournecoffeemerchants.com.au/about.asp›. Obermiller, Carl, Chauncy Burke, Erin Tablott and Gareth P. Green. “’Taste Great or More Fulfilling’: The Effect of Brand Reputation on Consumer Social Responsibility Advertising for Fair Trade Coffee.” Corporate Reputation Review 12.2 (2009): 159-76. O’Donohoe, Stephanie. “Advertising Uses and Gratifications.” European Journal of Marketing 28.8/9 (1993): 52-75. Smith, Toby. Coffee Trails: A Social and Environment Journey with Toby’s Estate. Sydney: Toby Smith, 2011. Stoler, Ann Laura. Carnal Knowledge and Imperial Power: Race and the Intimate in Colonial Rule. California: U California P, 2002. -----. Haunted by Empire: Geographies of Intimacy in North American History. Durham: Duke UP, 2006. Toby’s Estate. “Toby Smith’s Coffee Trails.” 27 Feb 2012 ‹http://www.tobysestate.com.au/index.php/toby-smith-book-coffee-trails.html›.

Introduction The recent AOL/Time-Warner merger invites us to re-think the relationships amongst content producers, distributors, and audiences. Worth an estimated $300 billion (US), the largest Internet transaction of all time, the deal is 45 times larger than the AOL/Netscape merger of November 1998 (Ledbetter). Additionally, the Time Warner/EMI merger, which followed hard on the heels of the AOL/Time-Warner deal and is itself worth $28 billion (US), created the largest content rights organisation in the music industry. The joining of the Internet giant (AOL) with what was already the world's largest media corporation (Time-Warner-EMI) has inspired some exuberant reactions. An Infoworld column proclaimed: The AOL/Time-Warner merger signals the demise of traditional media companies and the ascendancy of 'new economy' media companies that will force any industry hesitant to adopt a complete electronic-commerce strategy to rethink and put itself on Internet time. (Saap & Schwarrtz) This comment identifies the distribution channel as the dominant component of the "new economy" media. But this might not really be much of an innovation. Indeed, the assumption of all industry observers is that Time-Warner will provide broadband distribution (through its extensive cable holdings) as well as proprietary content for AOL. It is also expected that Time-Warner will adopt AOL's strategy of seeking sponsorship for development projects as well as for content. However, both of these phenomena -- merger and sponsorship -- are at least as old as radio. It seems that the Internet is merely repeating an old industrial strategy. Nonetheless, one important difference distinguishes the Internet from earlier media: its characterisation of the audience. Internet companies such as AOL and Microsoft tend towards a simple and simplistic media- centred view of the audience as market. I will show, however, that as the Internet assumes more of the traditional mass media functions, it will be forced to adopt a more sophisticated notion of the mass audience. Indeed, the Internet is currently the site in which audience definitions borrowed from broadcasting are encountering and merging with definitions borrowed from marketing. The Internet apparently lends itself to both models. As a result, definitions of what the Internet does or is, and of how we should understand the audience, are suitably confused and opaque. And the behaviour of big Internet players, such as AOL and MSN, perfectly reflects this confusion as they seem to careen between a view of the Internet as the new television and a contrasting view of the Internet as the new shopping mall. Meanwhile, Internet users move in ways that most observers fail to capture. For example, Baran and Davis characterise mass communication as a process involving (1) an organized sender, (2) engaged in the distribution of messages, (3) directed toward a large audience. They argue that broadcasting fits this model whereas a LISTSERV does not because, even though the LISTSERV may have very many subscribers, its content is filtered through a single person or Webmaster. But why is the Webmaster suddenly more determining than a network programmer or magazine editor? The distinction seems to grow out of the Internet's technological characteristics: it is an interactive pipeline, therefore its use necessarily excludes the possibility of "broadcasting" which in turn causes us to reject "traditional" notions of the audience. However, if a media organisation were to establish an AOL discussion group in order to promote Warner TV shows, for example, would not the resulting communication suddenly fall under the definition as set out by Baran and Davis? It was precisely the confusion around such definitions that caused the CRTC (Canada's broadcasting and telecommunications regulator) to hold hearings in 1999 to determine what kind of medium the Internet is. Unlike traditional broadcasting, Internet communication does indeed include the possibility of interactivity and niche communities. In this sense, it is closer to narrowcasting than to broadcasting even while maintaining the possibility of broadcasting. Hence, the nature of the audience using the Internet quickly becomes muddy. While such muddiness might have led us to sharpen our definitions of the audience, it seems instead to have led many to focus on the medium itself. For example, Morris & Ogan define the Internet as a mass medium because it addresses a mass audience mediated through technology (Morris & Ogan 39). They divide producers and audiences on the Internet into four groups: One-to-one asynchronous communication (e-mail); Many-to-many asynchronous communication (Usenet and News Groups); One-to-one, one-to-few, and one-to-many synchronous communication (topic groups, construction of an object, role-playing games, IRC chats, chat rooms); Asynchronous communication (searches, many-to-one, one-to-one, one to- many, source-receiver relations (Morris & Ogan 42-3) Thus, some Internet communication qualifies as mass communication while some does not. However, the focus remains firmly anchored on either the sender or the medium because the receiver --the audience -- is apparently too slippery to define. When definitions do address the content distributed over the Net, they make a distinction between passive reception and interactive participation. As the World Wide Web makes pre-packaged content the norm, the Internet increasingly resembles a traditional mass medium. Timothy Roscoe argues that the main focus of the World Wide Web is not the production of content (and, hence, the fulfilment of the Internet's democratic potential) but rather the presentation of already produced material: "the dominant activity in relation to the Web is not producing your own content but surfing for content" (Rosco 680). He concludes that if the emphasis is on viewing material, the Internet will become a medium similar to television. Within media studies, several models of the audience compete for dominance in the "new media" economy. Denis McQuail recalls how historically, the electronic media furthered the view of the audience as a "public". The audience was an aggregate of common interests. With broadcasting, the electronic audience was delocalised and socially decomposed (McQuail, Mass 212). According to McQuail, it was not a great step to move from understanding the audience as a dispersed "public" to thinking about the audience as itself a market, both for products and as a commodity to be sold to advertisers. McQuail defines this conception of the audience as an "aggregate of potential customers with a known social- economic profile at which a medium or message is directed" (McQuail, Mass 221). Oddly though, in light of the emancipatory claims made for the Internet, this is precisely the dominant view of the audience in the "new media economy". Media Audience as Market How does the marketing model characterise the relationship between audience and producer? According to McQuail, the marketing model links sender and receiver in a cash transaction between producer and consumer rather than in a communicative relationship between equal interlocutors. Such a model ignores the relationships amongst consumers. Indeed, neither the effectiveness of the communication nor the quality of the communicative experience matters. This model, explicitly calculating and implicitly manipulative, is characteristically a "view from the media" (McQuail, Audience 9). Some scholars, when discussing new media, no longer even refer to audiences. They speak of users or consumers (Pavick & Dennis). The logic of the marketing model lies in the changing revenue base for media industries. Advertising-supported media revenues have been dropping since the early 1990s while user-supported media such as cable, satellite, online services, and pay-per-view, have been steadily growing (Pavlik & Dennis 19). In the Internet-based media landscape, the audience is a revenue stream and a source of consumer information. As Bill Gates says, it is all about "eyeballs". In keeping with this view, AOL hopes to attract consumers with its "one-stop shopping and billing". And Internet providers such as MSN do not even consider their subscribers as "audiences". Instead, they work from a consumer model derived from the computer software industry: individuals make purchases without the seller providing content or thematising the likely use of the software. The analogy extends well beyond the transactional moment. The common practice of prototyping products and beta-testing software requires the participation of potential customers in the product development cycle not as a potential audience sharing meanings but as recalcitrant individuals able to uncover bugs. Hence, media companies like MTV now use the Internet as a source of sophisticated demographic research. Recently, MTV Asia established a Website as a marketing tool to collect preferences and audience profiles (Slater 50). The MTV audience is now part of the product development cycle. Another method for getting information involves the "cookie" file that automatically provides a Website with information about the user who logs on to a site (Pavick & Dennis). Simultaneously, though, both Microsoft and AOL have consciously shifted from user-subscription revenues to advertising in an effort to make online services more like television (Gomery; Darlin). For example, AOL has long tried to produce content through its own studios to generate sufficiently heavy traffic on its Internet service in order to garner profitable advertising fees (Young). However, AOL and Microsoft have had little success in providing content (Krantz; Manes). In fact, faced with the AOL/Time-Warner merger, Microsoft declared that it was in the software rather than the content business (Trott). In short, they are caught between a broadcasting model and a consumer model and their behaviour is characteristically erratic. Similarly, media companies such as Time-Warner have failed to establish their own portals. Indeed, Time-Warner even abandoned attempts to create large Websites to compete with other Internet services when it shut down its Pathfinder site (Egan). Instead it refocussed its Websites so as to blur the line between pitching products and covering them (Reid; Lyons). Since one strategy for gaining large audiences is the creation of portals - - large Websites that keep surfers within the confines of a single company's site by providing content -- this is the logic behind the AOL/Time-Warner merger though both companies have clearly been unsuccessful at precisely such attempts. AOL seems to hope that Time- Warner will act as its content specialist, providing the type of compelling material that will make users want to use AOL, whereas Time- Warner seems to hope that AOL will become its privileged pipeline to the hearts and minds of untold millions. Neither has a coherent view of the audience, how it behaves, or should behave. Consequently, their efforts have a distinctly "unmanaged" and slighly inexplicable air to them, as though everyone were simultaneously hopeful and clueless. While one might argue that the stage is set to capitalise on the audience as commodity, there are indications that the success of such an approach is far from guaranteed. First, the AOL/Time-Warner/EMI transaction, merely by existing, has sparked conflicts over proprietary rights. For example, the Recording Industry Association of America, representing Sony, Universal, BMG, Warner and EMI, recently launched a $6.8 billion lawsuit against MP3.com -- an AOL subsidiary -- for alleged copyright violations. Specifically, MP3.com is being sued for selling digitized music over the Internet without paying royalties to the record companies (Anderson). A similar lawsuit has recently been launched over the issue of re- broadcasting television programs over the Internet. The major US networks have joined together against Canadian Internet company iCravetv for the unlawful distribution of content. Both the iCravetv and the MP3.com cases show how dominant media players can marshal their forces to protect proprietary rights in both content and distribution. Since software and media industries have failed to recreate the Internet in the image of traditional broadcasting, the merger of the dominant players in each industry makes sense. However, their simultaneous failure to secure proprietary rights reflects both the competitive nature of the "new media economy" and the weakness of the marketing view of the audience. Media Audience as Public It is often said that communication produces social cohesion. From such cohesion communities emerge on which political or social orders can be constructed. The power of social cohesion and attachment to group symbols can even create a sense of belonging to a "people" or nation (Deutsch). Sociologist Daniel Bell described how the mass media helped create an American culture simply by addressing a large enough audience. He suggested that on the evening of 7 March 1955, when one out of every two Americans could see Mary Martin as Peter Pan on television, a kind of social revolution occurred and a new American public was born. "It was the first time in history that a single individual was seen and heard at the same time by such a broad public" (Bell, quoted in Mattelart 72). One could easily substitute the 1953 World Series or the birth of little Ricky on I Love Lucy. The desire to document such a process recurs with the Internet. Internet communities are based on the assumption that a common experience "creates" group cohesion (Rheingold; Jones). However, as a mass medium, the Internet has yet to find its originary moment, that event to which all could credibly point as the birth of something genuine and meaningful. A recent contender was the appearance of Paul McCartney at the refurbished Cavern Club in Liverpool. On Tuesday, 14 December 1999, McCartney played to a packed club of 300 fans, while another 150,000 watched on an outdoor screen nearby. MSN arranged to broadcast the concert live over the Internet. It advertised an anticipated global audience of 500 million. Unfortunately, there was such heavy Internet traffic that the system was unable to accommodate more than 3 million people. Servers in the United Kingdom were so congested that many could only watch the choppy video stream via an American link. The concert raises a number of questions about "virtual" events. We can draw several conclusions about measuring Internet audiences. While 3 million is a sizeable audience for a 20 minute transmission, by advertising a potential audience of 500 million, MSN showed remarkably poor judgment of its inherent appeal. The Internet is the first medium that allows access to unprocessed material or information about events to be delivered to an audience with neither the time constraints of broadcast media nor the space limitations of the traditional press. This is often cited as one of the characteristics that sets the Internet apart from other media. This feeds the idea of the Internet audience as a participatory, democratic public. For example, it is often claimed that the Internet can foster democratic participation by providing voters with uninterpreted information about candidates and issues (Selnow). However, as James Curran argues, the very process of distributing uninterrupted, unfiltered information, at least in the case of traditional mass media, represents an abdication of a central democratic function -- that of watchdog to power (Curran). In the end, publics are created and maintained through active and continuous participation on the part of communicators and audiences. The Internet holds together potentially conflicting communicative relationships within the same technological medium (Merrill & Ogan). Viewing the audience as co-participant in a communicative relationship makes more sense than simply focussing on the Internet audience as either an aggregate of consumers or a passively constructed symbolic public. Audience as Relationship Many scholars have shifted attention from the producer to the audience as an active participant in the communication process (Ang; McQuail, Audience). Virginia Nightingale goes further to describe the audience as part of a communicative relationship. Nightingale identifies four factors in the relationship between audiences and producers that emphasize their co-dependency. The audience and producer are engaged in a symbiotic relationship in which consumption and use are necessary but not sufficient explanations of audience relations. The notion of the audience invokes, at least potentially, a greater range of activities than simply use or consumption. Further, the audience actively, if not always consciously, enters relationships with content producers and the institutions that govern the creation, distribution and exhibition of content (Nightingale 149-50). Others have demonstrated how this relationship between audiences and producers is no longer the one-sided affair characterised by the marketing model or the model of the audience as public. A global culture is emerging based on critical viewing skills. Kavoori calls this a reflexive mode born of an increasing familiarity with the narrative conventions of news and an awareness of the institutional imperatives of media industries (Kavoori). Given the sophistication of the emergent global audience, a theory that reduces new media audiences to a set of consumer preferences or behaviours will inevitably prove inadequate, just as it has for understanding audience behavior in old media. Similarly, by ignoring those elements of audience behavior that will be easily transported to the Web, we run the risk of idealising the Internet as a medium that will create an illusory, pre-technological public. Conclusion There is an understandable confusion between the two models of the audience that appear in the examples above. The "new economy" will have to come to terms with sophisticated audiences. Contrary to IBM's claim that they want to "get to know all about you", Internet users do not seem particularly interested in becoming a perpetual source of market information. The fragmented, autonomous audience resists attempts to lock it into proprietary relationships. Internet hypesters talk about creating publics and argue that the Internet recreates the intimacy of community as a corrective to the atomisation and alienation characteristic of mass society. This faith in the power of a medium to create social cohesion recalls the view of the television audience as a public constructed by the common experience of watching an important event. However, MSN's McCartney concert indicates that creating a public from spectacle it is not a simple process. In fact, what the Internet media conglomerates seem to want more than anything is to create consumer bases. Audiences exist for pleasure and by the desire to be entertained. As Internet media institutions are established, the cynical view of the audience as a source of consumer behavior and preferences will inevitably give way, to some extent, to a view of the audience as participant in communication. Audiences will be seen, as they have been by other media, as groups whose attention must be courted and rewarded. Who knows, maybe the AOL/Time-Warner merger might, indeed, signal the new medium's coming of age. References Anderson, Lessley. "To Beam or Not to Beam. MP3.com Is Being Sued by the Major Record Labels. Does the Digital Download Site Stand a Chance?" Industry Standard 31 Jan. 2000. <http://www.thestandard.com>. Ang, Ien. Watching Dallas: Soap Opera and the Melodramatic Imagination. London: Methuen, 1985. Baran, Stanley, and Dennis Davis. Mass Communication Theory: Foundations, Ferment, and Future. 2nd ed. Belmont, Calif.: Wadsworth 2000. Curran, James. "Mass Media and Democracy Revisited." Mass Media and Society. Eds. 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Babies and toddlers are amassing huge followings on social media, achieving microcelebrity status, and raking in five figure sums. In East Asia, many of these lucrative “micro­-microcelebrities” rise to fame by inheriting exposure and proximate microcelebrification from their social media Influencer mothers. Through self-branding techniques, Influencer mothers’ portrayals of their young’ children’s lives “as lived” are the canvas on which (baby) products and services are marketed to readers as “advertorials”. In turning to investigate this budding phenomenon, I draw on ethnographic case studies in Singapore to outline the career trajectory of these young children (under 4yo) including their social media presence, branding strategies, and engagement with their followers. The chapter closes with a brief discussion on some ethical considerations of such young children’s labour in the social media age.Influencer MothersTheresa Senft first coined the term “microcelebrity” in her work Camgirls as a burgeoning online trend, wherein people attempt to gain popularity by employing digital media technologies, such as videos, blogs, and social media. She describes microcelebrities as “non-actors as performers” whose narratives take place “without overt manipulation”, and who are “more ‘real’ than television personalities with ‘perfect hair, perfect friends and perfect lives’” (Senft 16), foregrounding their active response to their communities in the ways that maintain open channels of feedback on social media to engage with their following.Influencers – a vernacular industry term albeit inspired by Katz & Lazarsfeld’s notion of “personal influence” that predates Internet culture – are one type of microcelebrity; they are everyday, ordinary Internet users who accumulate a relatively large following on blogs and social media through the textual and visual narration of their personal lives and lifestyles, engage with their following in “digital” and “physical” spaces, and monetize their following by integrating “advertorials” into their blog or social media posts and making physical appearances at events. A pastiche of “advertisement” and “editorial”, advertorials in the Influencer industry are highly personalized, opinion-laden promotions of products/services that Influencers personally experience and endorse for a fee. Influencers in Singapore often brand themselves as having “relatability”, or the ability to persuade their followers to identify with them (Abidin). They do so by make consciously visible the backstage (Goffman) of the usually “inaccessible”, “personal”, and “private” aspects of mundane, everyday life to curate personae that feel “authentic” to fans (Marwick 114), and more accessible than traditional celebrity (Senft 16).Historically, the Influencer industry in Singapore can be traced back to the early beginnings of the “blogshop” industry from the mid-2000s and the “commercial blogging” industry. Influencers are predominantly young women, and market products and services from diverse industries, although the most popular have been fashion, beauty, F&B, travel, and electronics. Most prominent Influencers are contracted to management agencies who broker deals in exchange for commission and assist in the production of their vlogs. Since then, the industry has grown, matured, and expanded so rapidly that Influencers developed emergent models of advertorials, with the earliest cohorts moving into different life stages and monetizing several other aspects of their personal lives such as the “micro-microcelebrity” of their young children. What this paper provides is an important analysis of the genesis and normative practices of micro-microcelebrity commerce in Singapore from its earliest years, and future research trajectories in this field.Micro-Microcelebrity and Proximate MicrocelebrificationI define micro-microcelebrities as the children of Influencers who have themselves become proximate microcelebrities, having derived exposure and fame from their prominent Influencer mothers, usually through a more prolific, deliberate, and commercial form of what Blum-Ross defines as “sharenting”: the act of parents sharing images and stores about their children in digital spaces such as social networking sites and blogs. Marwick (116-117), drawing from Rojek’s work on types of celebrity – distinguishes between two types of microcelebrity: “ascribed microcelebrity” where the online personality is made recognizable through the “production of celebrity media” such as paparazzi shots and user-produced online memes, or “achieved microcelebrity” where users engage in “self-presentation strateg[ies]”, such as fostering the illusion of intimacy with fans, maintaining a persona, and selective disclosure about oneself.Micro-microcelebrities lie somewhere between the two: In a process I term “proximate microcelebrification”, micro-microcelebrities themselves inherit celebrity through the preemptive and continuous exposure from their Influencer mothers, many beginning even during the pre-birth pregnancy stages in the form of ultrasound scans, as a form of “achieved microcelebrity”. Influencer mothers whose “presentational strategies” (cf. Marshall, “Promotion” 45) are successful enough (as will be addressed later) gain traction among followers, who in turn further popularize the micro-microcelebrity by setting up fan accounts, tribute sites, and gossip forums through which fame is heightened in a feedback loop as a model of “ascribed microcelebrity”.Here, however, I refrain from conceptualizing these young stars as “micro-Influencers” for unlike Influencers, these children do not yet curate their self-presentation to command the attention of followers, but instead are used, framed, and appropriated by their mothers for advertorials. In other words, Influencer mothers “curate [micro-microcelebrities’] identities into being” (Leaver, “Birth”). Following this, many aspects of their micro-microcelebrities become rapidly commodified and commercialized, with advertisers clamoring to endorse anything from maternity hospital stays to nappy cream.Although children of mommybloggers have the prospect to become micro-microcelebrities, both groups are conceptually distinct. Friedman (200-201) argues that among mommybloggers arose a tension between those who adopt “the raw authenticity of nonmonetized blogging”, documenting the “unglamorous minutiae” of their daily lives and a “more authentic view of motherhood” and those who use mommyblogs “primarily as a source of extra income rather than as a site for memoir”, focusing on “parent-centered products” (cf. Mom Bloggers Club).In contrast, micro-microcelebrities and their digital presence are deliberately commercial, framed and staged by Influencer mothers in order to maximize their advertorial potential, and are often postured to market even non-baby/parenting products such as fast food and vehicles (see later). Because of the overt commerce, it is unclear if micro-microcelebrity displays constitute “intimate surveillance”, an “almost always well-intentioned surveillance of young people by parents” (Leaver, “Born” 4). Furthermore, children are generally peripheral to mommybloggers whose own parenting narratives take precedence as a way to connect with fellow mothers, while micro-microcelebrities are the primary feature whose everyday lives and digital presence enrapture followers.MethodologyThe analysis presented is informed by my original fieldwork with 125 Influencers and related actors among whom I conducted a mixture of physical and digital personal interviews, participant observation, web archaeology, and archival research between December 2011 and October 2014. However, the material presented here is based on my digital participant observation of publicly accessible and intentionally-public digital presence of the first four highly successful micro-microcelebrities in Singapore: “Baby Dash” (b.2013) is the son of Influencer xiaxue, “#HeYurou” (b.2011) is the niece of Influencer bongqiuqiu, “#BabyElroyE” (b.2014) is the son of Influencer ohsofickle, and “@MereGoRound” (b.2015) is the daughter of Influencer bongqiuqiu.The microcelebrity/social media handles of these children take different forms, following the platform on which their parent/aunt has exposed them on the most. Baby Dash appears in all of xiaxue’s digital platforms under a variety of over 30 indexical, ironic, or humourous hashtags (Leaver, “Birth”) including “#pointylipped”, #pineappledash”, and “#面包脸” (trans. “bread face”); “#HeYurou” appears on bongqiuqiu’s Instagram and Twitter; “#BabyElroyE” appears on ohsofickle’s Instagram and blog, and is the central figure of his mother’s new YouTube channel; and “@MereGoRound” appears on all of bongqiuqiu’s digital platforms but also has her own Instagram account and dedicated YouTube channel. The images reproduced here are screenshot from Influencer mothers’ highly public social media: xiaxue, bongqiuqiu, and ohsofickle boast 593k, 277k, and 124k followers on Instagram and 263k, 41k, and 17k followers on Twitter respectively at the time of writing.Anticipation and Digital EstatesIn an exclusive front-pager (Figure 1) on the day of his induced birth, it was announced that Baby Dash had already received up to SGD25,000 worth of endorsement deals brokered by his Influencer mother, xiaxue. As the first micro-microcelebrity in his cohort (his mother was among the pioneer Influencers), Baby Dash’s Caesarean section was even filmed and posted on xiaxue’s YouTube channel in three parts (Figure 2). xiaxue had announced her pregnancy on her blog while in her second trimester, following which she consistently posted mirror selfies of her baby bump.Figure 1 & 2, screenshot April 2013 from ‹instagram.com/xiaxue›In her successful attempt at generating anticipation, the “bump” itself seemed to garner its own following on Twitter and Instagram, with many followers discussing how the Influencer dressed “it”, and how “it” was evolving over the weeks. One follower even compiled a collage of xiaxue’s “bump” chronologically and gifted it to the Influencer as an art image via Twitter on the day she delivered Baby Dash (Figure 3 & 4). Followers also frequently speculated and bantered about how her baby would look, and mused about how much they were going to adore him. Figure 3 & 4, screenshot March 2013 from ‹twitter.com/xiaxue› While Lupton (42) has conceptualized the sharing of images that precede birth as a “rite of passage”, Influencer mothers who publish sonograms deliberately do so in order to claim digital estates for their to-be micro-microcelebrities in the form of “reserved” social media handles, blog URLs, and unique hashtags for self-branding. For instance, at the 3-month mark of her pregnancy, Influencer bongqiuqiu debuted her baby’s dedicated hashtag, “#MereGoRound” in a birth announcement on her on Instagram account. Shortly after, she started an Instagram account, “@MereGoRound”, for her baby, who amassed over 5.5k followers prior to her birth. Figure 5 & 6, screenshot March 2015 from instagram.com/meregoround and instagram.com/bongqiuqiuThe debut picture features a heavily pregnant belly shot of bongqiuqiu (Figure 5), creating much anticipation for the arrival of a new micro-microcelebrity: in the six months leading up to her birth, various family, friends, and fans shared Instagram images of their gifts and welcome party for @MereGoRound, and followers shared congratulations and fan art on the dedicated Instagram hashtag. During this time, bongqiuqiu also frequently updated followers on her pregnancy progress, not without advertising her (presumably sponsored) gynecologist and hospital stay in her pregnancy diaries (Figure 6) – like Baby Dash, even as a foetus @MereGoRound was accumulating advertorials. Presently at six months old, @MereGoRound boasts almost 40k followers on Instagram on which embedded in the narrative of her growth are sponsored products and services from various advertisers.Non-Baby-Related AdvertorialsPrior to her pregnancy, Influencer bongqiuqiu hopped onto the micro-microcelebrity bandwagon in the wake of Baby Dash’s birth, by using her niece “#HeYurou” in her advertorials. Many Influencers attempt to naturalize their advertorials by composing their post as if recounting a family event. With reference to a child, parent, or partner, they may muse or quip about a product being used or an experience being shared in a bid to mask the distinction between their personal and commercial material. bongqiuqiu frequently posted personal, non-sponsored images engaging in daily mundane activities under the dedicated hashtag “#HeYurou”.However, this was occasionally interspersed with pictures of her niece holding on to various products including storybooks (Figure 8) and shopping bags (Figure 9). At first glance, this might have seemed like any mundane daily update the Influencer often posts. However, a close inspection reveals the caption bearing sponsor hashtags, tags, and campaign information. For instance, one Instagram post shows #HeYurou casually holding on to and staring at a burger in KFC wrapping (Figure 7), but when read in tandem with bongqiuqiu’s other KFC-related posts published over a span of a few months, it becomes clear that #HeYurou was in fact advertising for KFC. Figure 7, 8, 9, screenshot December 2014 from ‹instagram.com/bongqiuqiu›Elsewhere, Baby Dash was incorporated into xiaxue’s car sponsorship with over 20 large decals of one of his viral photos – dubbed “pineapple Dash” among followers – plastered all over her vehicle (Figure 10). Followers who spot the car in public are encouraged to photograph and upload the image using its dedicated hashtag, “#xiaxuecar” as part of the Influencer’s car sponsorship – an engagement scarcely related to her young child. Since then, xiaxue has speculated producing offshoots of “pineapple Dash” products including smartphone casings. Figure 10, screenshot December 2014 from ‹instagram.com/xiaxue›Follower EngagementSponsors regularly organize fan meet-and-greets headlined by micro-microcelebrities in order to attract potential customers. Photo opportunities and the chance to see Baby Dash “in the flesh” frequently front press and promotional material of marketing campaigns. Elsewhere on social media, several Baby Dash fan and tribute accounts have also emerged on Instagram, reposting images and related media of the micro-microcelebrity with overt adoration, no doubt encouraged by xiaxue, who began crowdsourcing captions for Baby Dash’s photos.Influencer ohsofickle postures #BabyElroyE’s follower engagement in a more subtle way. In her YouTube channel that debut in the month of her baby’s birth, ohsofickle produces video diaries of being a young, single, mother who is raising a child (Figure 11). In each episode, #BabyElroyE is the main feature whose daily activities are documented, and while there is some advertising embedded, ohsofickle’s approach on YouTube is much less overt than others as it features much more non-monetized personal content (Figure 12). Her blog serves as a backchannel to her vlogs, in which she recounts her struggles with motherhood and explicitly solicits the advice of mothers. However, owing to her young age (she became an Influencer at 17 and gave birth at 24), many of her followers are teenagers and young women who respond to her solicitations by gushing over #BabyElroyE’s images on Instagram. Figure 11 & 12, screenshot September 2015 from ‹instagram.com/ohsofickle›PrivacyAs noted by Holloway et al. (23), children like micro-microcelebrities will be among the first cohorts to inherit “digital profiles” of their “whole lifetime” as a “work in progress”, from parents who habitually underestimate or discount the privacy and long term effects of publicizing information about their children at the time of posting. This matters in a climate where social media platforms can amend privacy policies without user consent (23), and is even more pressing for micro-microcelebrities whose followers store, republish, and recirculate information in fan networks, resulting in digital footprints with persistence, replicability, scalability, searchability (boyd), and extended longevity in public circulation which can be attributed back to the children indefinitely (Leaver, “Ends”).Despite minimum age restrictions and recent concerns with “digital kidnapping” where users steal images of other young children to be re-posted as their own (Whigham), some social media platforms rarely police the proliferation of accounts set up by parents on behalf of their underage children prominently displaying their legal names and life histories, citing differing jurisdictions in various countries (Facebook; Instagram), while others claim to disable accounts if users report an “incorrect birth date” (cf. Google for YouTube). In Singapore, the Media Development Authority (MDA) which governs all print and digital media has no firm regulations for this but suggests that the age of consent is 16 judging by their recommendation to parents with children aged below 16 to subscribe to Internet filtering services (Media Development Authority, “Regulatory” 1). Moreover, current initiatives have been focused on how parents can impart digital literacy to their children (Media Development Authority, “Empowered”; Media Literacy Council) as opposed to educating parents about the digital footprints they may be unwittingly leaving about their children.The digital lives of micro-microcelebrities pose new layers of concern given their publicness and deliberate publicity, specifically hinged on making visible the usually inaccessible, private aspects of everyday life (Marshall, “Persona” 5).Scholars note that celebrities are individuals for whom speculation of their private lives takes precedence over their actual public role or career (Geraghty 100-101; Turner 8). However, the personae of Influencers and their young children are shaped by ambiguously blurring the boundaries of privacy and publicness in order to bait followers’ attention, such that privacy and publicness are defined by being broadcast, circulated, and publicized (Warner 414). In other words, the publicness of micro-microcelebrities is premised on the extent of the intentional publicity rather than simply being in the public domain (Marwick 223-231, emphasis mine).Among Influencers privacy concerns have aroused awareness but not action – Baby Dash’s Influencer mother admitted in a national radio interview that he has received a death threat via Instagram but feels that her child is unlikely to be actually attacked (Channel News Asia) – because privacy is a commodity that is manipulated and performed to advance their micro-microcelebrities’ careers. As pioneer micro-microcelebrities are all under 2-years-old at present, future research warrants investigating “child-centred definitions” (Third et al.) of the transition in which they come of age, grow an awareness of their digital presence, respond to their Influencer mothers’ actions, and potentially take over their accounts.Young LabourThe Ministry of Manpower (MOM) in Singapore, which regulates the employment of children and young persons, states that children under the age of 13 may not legally work in non-industrial or industrial settings (Ministry of Manpower). However, the same document later ambiguously states underaged children who do work can only do so under strict work limits (Ministry of Manpower). Elsewhere (Chan), it is noted that national labour statistics have thus far only focused on those above the age of 15, thus neglecting a true reflection of underaged labour in Singapore. This is despite the prominence of micro-microcelebrities who are put in front of (video) cameras to build social media content. Additionally, the work of micro-microcelebrities on digital platforms has not yet been formally recognized as labour, and is not regulated by any authority including Influencer management firms, clients, the MDA, and the MOM. Brief snippets from my ethnographic fieldwork with Influencer management agencies in Singapore similarly reveal that micro-microcelebrities’ labour engagements and control of their earnings are entirely at their parents’ discretion.As models and actors, micro-microcelebrities are one form of entertainment workers who if between the ages of 15 days and 18 years in the state of California are required to obtain an Entertainment Work Permit to be gainfully employed, adhering to strict work, schooling, and rest hour quotas (Department of Industrial Relations). Furthermore, the Californian Coogan Law affirms that earnings by these minors are their own property and not their parents’, although they are not old enough to legally control their finances and rely on the state to govern their earnings with a legal guardian (Screen Actors Guild). However, this similarly excludes underaged children and micro-microcelebrities engaged in creative digital ecologies. Future research should look into safeguards and instruments among young child entertainers, especially for micro-micrcocelebrities’ among whom commercial work and personal documentation is not always distinct, and are in fact deliberately intertwined in order to better engage with followers for relatabilityGrowing Up BrandedIn the wake of moral panics over excessive surveillance technologies, children’s safety on the Internet, and data retention concerns, micro-microcelebrities and their Influencer mothers stand out for their deliberately personal and overtly commercial approach towards self-documenting, self-presenting, and self-publicizing from the moment of conception. As these debut micro-microcelebrities grow older and inherit digital publics, personae, and careers, future research should focus on the transition of their ownership, engagement, and reactions to a branded childhood in which babies were postured for an initimate public.ReferencesAbidin, Crystal. “Communicative Intimacies: Influencers and Perceived Interconnectedness.” Ada: A Journal of Gender, New Media, & Technology. Forthcoming, Nov 2015.Aiello, Marianne. “Mommy Blog Banner Ads Get Results.” Healthcare Marketing Advisor 17 Nov. 2010. HealthLeaders Media. 16 Aug. 2015 ‹http://healthleadersmedia.com/content/MAR-259215/Mommy-Blog-Banner-Ads-Get-Results›.Azzarone, Stephanie. “When Consumers Report: Mommy Blogging Your Way to Success.” Playthings 18 Feb. 2009. 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To Remember‘The central problem of today’s global interactions is the tension between cultural homogenisation and cultural heterogenisation.’ (Appadurai 49)While this statement has been made more than twenty years, it remains more relevant than ever. The current age is one of widespread global migrations and dis-placement. The phenomenon of globalisation is the first and major factor for this newly created shift of ground, of transmigration as defined by its etymological meaning. However, a growing number of migrations also result from social or political oppression and war as we witness the current flow of refugees from Africa or Syria to Europe and with growing momentum, from climate change, the people of Tokelau or Nauru migrating as a result of the rise of sea levels in their South Pacific homeland. Such global migrations lead to an intense co-habitation of various cultures, ethnicities and religions in host societies. In late twentieth century Giddens explains this complexity and discusses how globalisation requires a re-organisation of time and space in social and cultural life of both the host and the migrant (Giddens 14). In the host country, Appadurai terms the physical consequences of this phenomenon as the new ‘ethnoscape’ (Appadurai 51). This fact is particularly relevant to New Zealand, a country that is currently seeing an unprecedented level of immigration from various and numerous ethnic groups which is evidently influencing the makeup of its entire population.For the migrant, according to Xavier & Rosaldo, social life following migration re-establishes itself on two fronts: the first is the pre-modern manner of being present through participation in localised activities at specific locales; the second is about fostering relationships with absent others through media and across the world. These “settings for distanced relations – for relations at a distance, [are] stretched out across time and space” (Xavier & Rosaldo 8). Throughout the world, people in dis-placement reorganise their societies in both of these fronts.Dis-placement is ‘a potentially traumatic event that is collectively experienced" (Norris 128). Disaster and trauma related dis-placement as stressors happen to entire communities, not just individuals, families and neighbourhoods. Members are exposed together and it has been argued, must, therefore, recover together, (Norris 145). On one hand, in the situation of collective trauma some attachment to a new space ‘increases the likelihood that a community as a whole has the will to rebuild’ (Norris 145). On the other, it is suggested that for the individual, place attachment makes the necessary relocation much harder. It is in re-location however that the will to recreate or reproduce will emerge. Indeed part of the recovery in the case of relocation can be the reconstruction of place. The places of past experiences and rituals for meaning are commonly recreated or reproduced as new places of attachment abroad. The will and ability to reimagine and re-materialise (Gupta & Ferguson 70) the lost heritage is motivational and defines resilience.This is something a great deal of communities such as the displaced Coptic community in New Zealand look to achieve, re-constructing a familiar space, where rituals and meaning can reaffirm their ideal existence, the only form of existence they have ever known before relocation. In this instance it is the reconstruction and reinterpretation of a traditional Coptic Orthodox church. Resilience can be examined as a ‘sense of community’, a concept that binds people with shared values. Concern for community and respect for others can transcend the physical and can bind disparate individuals in ways that otherwise might require more formal organisations. It has been noted that trauma due to displacement and relocation can enhance a sense of closeness and stronger belonging (Norris 139). Indeed citizen participation is fundamental to community resilience (Norris 139) and it entails the engagement of community members in formal organisations, including religious congregations (Perkins et al. 2002; Norris 139) and collective gatherings around cultural rituals. However, the displacement also strengthens the emotional ties at the individual level to the homeland, to kinfolk and to the more abstract cultural mores and ideas.Commitment and AttachmentRecalling places of collective events and rituals such as assembly halls and spaces of worship is crucially important for dis-placed communities. The attachment to place exposes the challenges and opportunities for recollecting the spirit of space in the situation of a people abroad. This in turn, raises the question of memory and its representation in re-creating the architectural qualities of the cultural space from its original context. This article offers the employ of visual representation (drawings) as a strategy of recall. To explore these ideas further, the situation of the Egyptian community of Coptic Orthodox faith, relocated, displaced and living ‘abroad’ in New Zealand is being considered. This small community that emigrated to New Zealand firstly in the 1950s then in the 1970s represents in many ways the various ethnicities and religious beliefs found in New Zealand.Rituals and congregations are held in collective spaces and while the attachment to the collective is essential, the question to be addressed here relates to the role of the physical community space in forming or maintaining the attachment to community (Pretty, Chipuer, and Bramston 78). Groups or societies use systems of shared meanings to interpret and make sense of the world. However, shared meanings have traditionally been tied to the idea of a fixed territory (Manzo & Devine-Wright 335, Xavier & Rosaldo 10). Manzo and Perkins further suggest that place attachments provide stability and are integral to self-definitions (335-350). Image by Vioula Said.Stability and self-definition and ultimately identity are in turn, placed in jeopardy with the process of displacement and de-territorilisation. Shared meanings are shifted and potentially lost when the resultant instability occurs. Norris finds that in the strongest cases, individuals, neighbourhoods and communities lose their sense of identity and self-definition when displaced due to the destruction of natural and built environments (Norris 139). This comment is particularly relevant to people who are emigrating to New Zealand as refugees from climate change such as Pasifika or from wars and oppression such as the Coptic community. This loss strengthens the requirement for something greater than just a common space of congregation, something that transcends the physical. The sense of belonging and identity in the complexity of potential cultural heterogenisation is at issue. The role of architecture in dis-placement is thereby brought into question seeking answers to how it should facilitate a space of attachment for resilience, for identity and for belonging.A unity of place and people has long been assumed in the anthropological concept of culture (Gupta & Ferguson: 75). According to Xavier & Rosaldo the historical tendency has been to connect the realm of constructing meaning to the particularities of place (Xavier & Rosaldo 10). Thereby, cultural meanings are intrinsically linked to place. Therefore, place attachment to the reproduced or re-interpreted place is crucially important for dis-placed societies in re-establishing social and cultural content. Architectural spaces are the obvious holders of cultural, social and spiritual content for such enterprises. Hillier suggests that all "architecture is, in essence, the application of speculative and abstract thought to the non-discursive aspects of building, and because it is so, it is also its application to the social and cultural contents of buildings” (Hillier 3).To Re-ImagineAn attempt to reflect the history, stories and the cultural mores of the Coptic community in exile by privileging material and design authenticity, merits attention. An important aspect of the Coptic faith lies within its adherence to symbolism and rituals and strict adherence to the traditional forms and configurations of space may reflect some authenticity of the customary qualities of the space (Said 109). However, the original space is itself in flux, changing with time and environmental conditions; as are the memories of those travelling abroad as they come from different moments in time. Experience has shown that a communities’ will to re-establish social and cultural content through their traditional architecture on new sites has not always resurrected their history and reignited their original spirit. The impact of the new context’s reality on the reproduction or re interpretation of place may not fully enable its entire community’s attachment to it. There are significant implications from the displacement of site that lead to a disassociation from the former architectural language. Consequently there is a cultural imperative for an approach that entails the engagement of community in the re-making of a cultural space before responding to the demands of site. Cultures come into conflict when the new ways of knowing and acting are at odds with the old. Recreating a place without acknowledging these tensions may lead to non-attachment. Facing cultural paradox and searching for authenticity explains in part, the value of intangible heritage and the need to privilege it over its tangible counterpart.Intangible HeritageThe intangible qualities of place and the memory of them are anchors for a dis-placed community to reimagine and re-materialise its lost heritage and to recreate a new place for attachment. This brings about the notion of the authenticity of cultural heritage, it exposes the uncertain value of reconstruction and it exhibits the struggles associated with de-territorilisation in such a process.In dealing with cultural heritage and contemporary conservation practice with today’s wider understanding of the interdisciplinary field of heritage studies, several authors discuss the relevance and applicability of the 1964 Venice Charter on architectural heritage. Glendinning argues that today’s heritage practices exploit the physical remains of the past for useful modern and aesthetic purposes as they are less concerned with the history they once served (Glendinning 3). For example, the act of modernising and restoring a historic museum is counterbalanced by its ancient exhibits thereby highlighting modern progress. Others support this position by arguing that relationships, associations and meanings that contribute to the value of a site should not be dismissed in favour of physical remains (Hill 21). Smith notes that the less tangible approaches struggle to gain leverage within conventional practice, and therefore lack authenticity. This can be evidenced in so many of our reconstructed heritage sites. This leads to the importance of the intangible when dealing with architectural heritage. Image by Vioula Said.In practice, a number of different methods and approaches are employed to safeguard intangible cultural heritage. In order to provide a common platform for considering intangible heritage, UNESCO developed the 2003 ‘Convention for the Safeguarding of Intangible Cultural Heritage’. Rather than simply addressing physical heritage, this convention helped to define the intangible and served to promote its recognition. Intangible cultural heritage is defined as expressions, representations, practices, skills and knowledge that an individual a community or group recognise as their cultural heritage.Safeguarding intangible heritage requires a form of translation, for example, from the oral form into a material form, e.g. archives, inventories, museums and audio or film records. This ‘freezing’ of intangible heritage requires thoughtfulness and care in the choosing of the appropriate methods and materials. At the same time, the ephemeral aspects of intangible heritage make it vulnerable to being absorbed by the typecast cultural models predominant at any particular time. This less tangible characteristic of history and the pivotal role it plays in conveying a dialogue between the past and the present demands alternative methods. At a time when the identity of dis-placed people is in danger of being diminished by dominant host societies, the safeguarding of intangible cultural heritage is critically important in re-establishing social and cultural content.Recent news has shown the destruction of many Coptic churches in Egypt, through fire at increasing rates since 2011 or by bombings such as the ones witnessed in April 2017. For this particular problem of the Coptic Community, the authors propose that visual representation of spiritual spaces may aid in recollecting and re-establishing such heritage. The illustrations in this article present the personal journey of an artist of Egyptian Copt descent drawing from her memories of a place and time within the sphere of religious rituals. As Treib suggests, “Our recollections are situational and spatialised memories; they are memories attached to places and events” (Treib 22). The intertwining of real and imagined memory navigates to define the spirit of place of a lost time and community.The act of remembering is a societal ritual and in and of itself is part of the globalised world we live in today. The memories lodged in physical places range from incidents of personal biography to the highly refined and extensively interpreted segments of cultural lore (Treib 63). The act of remembering allows for our sense of identity and reflective cultural distinctiveness as well as shaping our present lives from that of our past. To remember is to celebrate or to commemorate the past (Treib 25).Memory has the aptitude to generate resilient links between self and environment, self and culture, as well as self and collective. “Our access to the past is no longer mediated by the account of a witness or a narrator, or by the eye of a photographer. We will not respond to a re-presentation of the historical event, but to a presentation or performance of it” (van Alphen 11). This statement aligns with Smith’s critical analysis of heritage and identity, not as a set of guidelines but as a performance experienced through the imagination, “experienced within a layering of performative qualities that embody remembrance and commemoration and aim to construct a sense of place and understanding within the present”(van Alphen 11). Heritage is hereby investigated as a re-constructed experience; attempting to identify a palette of memory-informed qualities that can be applied to the re-establishing of the heritage lost. Here memory will be defined as Aristotle’s Anamnesis, to identify the capacity to stimulate a range of physical and sensory experiences in the retrieval of heritage that may otherwise be forgotten (Cubitt 75; Huyssen 80). In architectural terms, Anamnesis, refers to the process of retrieval associated with intangible heritage, as a performance aimed at the recovery of memory, experienced through the imagination (Said 143). Unfortunately, when constructing an experience aimed at the recovery of memory, the conditions of a particular moment do not, once passed, move into a state of retirement from which they can be retrieved at a later date. Likewise, the conditions and occurrences of one moment can never be precisely recaptured, Treib describes memory as an interventionist:it magnifies, diminishes, adjusts, darkens, or illuminates places that are no longer extant, transforming the past anew every time it is called to mind, shorn or undesirable reminiscence embellished by wishful thinking, coloured by present concerns. (Treib 188)To remember them, Cubitt argues, we must reconstruct them; “not in the sense of reassembling something that has been taken to pieces and carefully stored, but in the sense of imaginatively configuring something that can no longer have the character of actuality” (Cubitt 77). Image by Vioula Said.Traditionally, history and past events have been put in writing to preserve their memory within the present. However, as argued by Treib, this mode of representation is inherently linear and static; contributing to a flattening of history. Similarly, Nelson states; “I consider how a visual mode of representation – as opposed to textual or oral – helps to shape memory” (Nelson 37). The unflattening of past events can occur by actively engaging with culture and tradition through the mechanism of reconstruction and representation of the intangible heritage (Said 145). As memory becomes crucial in affirming collective identity, place also becomes crucial in anchoring such experience. Interactive exhibition facilitates this act using imagery, interpretation and physical engagement while architectural place gives distinctiveness to cultural products and practices. Architectural space is always intrinsically bound with cultural practice. Appadurai says that where a groups’ past increasingly becomes part of museums, exhibits and collection, its culture becomes less a realm of reproducible practices and more an arena of choices and cultural reproduction (59). When place is shifted (de-territorilisation in migration) the loss of territorial roots brings “an erosion of the cultural distinctiveness of places, a de-territorilisation of identity” (Gupta & Ferguson 68). According to Gupta & Ferguson, “remembered places have …. often served as symbolic anchors of community for dispersed people” (Gupta & Ferguson 69).To Re-MakeIn the context of de-territorialisation the intangible qualities of the original space offer an avenue for the creation and experience of a new space in the spirit of its source. Simply reproducing a traditional building layout in the new territory or recollecting artefacts does not suffice in recalling the essence of place, nor does descriptive writing no matter how compelling. Issues of authenticity and identity underpin both of these strategies. Accepting the historical tendency to reconnect the realm of constructing meaning to the particularities of place requires an investigation on those ‘particularities of place’. Intangible heritage can bridge the problems of being out of one’s country, overseas, or ‘abroad’. While architecture can be as Hillier suggests, “in essence, the application of speculative and abstract thought to the non-discursive aspects of building” (Hillier 3). Architecture should not be reproduced but rather re-constructed as a holder or facilitator of recollection and collective performance. It is within the performance of intangible heritage in the ‘new’ architecture that a sense of belonging, identity and reconnection with home can be experienced abroad. Its visual representation takes centre stage in the process. The situation of the Egyptian community of Coptic faith in New Zealand is here looked at as an illustration. The intangibility of architectural heritage is created through one of the author’s graphic work here presented. Image by Vioula Said.The concept of drawing as an anchor for memory and drawing as a method to inhabit space is exposed and this presents a situation where drawing has an experiential nature in itself.It has been argued that a drawing is simply an image that compresses an entire experience of temporality. Pallasmaa suggests that “every drawing is an excavation into the past and memory of its creator” (Pallasmaa 91). The drawing is considered as a process of both observation and expression, of receiving and giving. The imagined or the remembered space turns real and becomes part of the experiential reality of the viewer and of the image maker. The drawing as a visual representation of the remembered experience within the embrace of an interior space is drawn from the image maker’s personal experience. It is the expression of their own recollection and not necessarily the precise realityor qualities perceived or remembered by others. This does not suggest that such drawing has a limited value. This article promotes the idea that such visual representation has potentially a shared transformative role. The development of drawings in this realm of intangible heritage exposes the fact that the act of drawing memory may provide an intimate relationship between architecture, past events within the space, the beholder of the memory and eventually the viewer of the drawing. The drawings can be considered a reminder of moments past, and an alternative method to the physical reproduction or preservation of the built form. It is a way to recollect, express and give new value to the understanding of intangible heritage, and constructs meaning.From the development of a personal spatial and intuitive recall to produce visual expressions of a remembered space and time, the image author optimistically seeks others to deeply engage with these images of layered memories. They invite the viewer to re-create their own memory by engaging with the author’s own perception. Simply put, drawings of a personal memory are offered as a convincing representation of intangible heritage and as an authentic expression of the character or essence of place to its audience. This is offered as a method of reconstructing what is re-membered, as a manifestation of symbolic anchor and as a first step towards attachment to place. The relevance of which may be pertinent for people in exile in a foreign land.ReferencesAppadurai, A. “Sovereignty without Territoriality: Notes for a Postnational Geography.” The Geography of Identity. Ed. Patricia Yaeger. Ann Arbor: U of Michigan Press, 1997. 40–58. Brown, R.H., and B. Brown. “The Making of Memory: The Politics of Archives, Libraries and Museum in the Construction of National Consciousness.” History of Human Sciences 11.4 (1993): 17–32.Clifford, James. Routes: Travel and Translation in the Late Twentieth Century. 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