Interruption vs. Self-Service Marketing

April 22nd, 2008 by Bob Bly

In an article in DM News, Tom Rapses, a creative director, divides marketing into two separate categories:

1. Old-school response marketing (although Rapsas does not use the term, this is often referred to as “interruption marketing” because it intrudes into other activities such as watching TV or sorting your mail).

2. “Self-service” marketing — including word of mouth advertising, blogging, podcasts, and social networking sites such as Facebook.

“Self-service marketing is all about putting content where people will find it,” writes Rapsas. “It makes sense to go where the customers are.”

On the surface, the notion of putting content where the customers are looking for it — instead of forcing it upon them when they AREN’T in search mode — seems unbeatable.

However, if it works so well, why is so much more money spent on magazine, newspaper, TV, and radio advertising — which are intrusive — rather than on Yellow Pages ads, which once were the primary medium for self-service marketing?

Rapas suggests that you need multiple channels — a combination of traditional direct response with non-traditional self-service marketing — to capture more attention, traffic, leads, and sales.

Do you agree that both old-school direct response and new school interactive marketing have their place?

Or do you think the continued use of intrusion marketing in the 21st century makes one a dinosaur?

Source: DM News, 4/21/08, p. 10.

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This entry was posted on Tuesday, April 22nd, 2008 at 2:17 pm and is filed under General. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

100 responses about “Interruption vs. Self-Service Marketing”

  1. Philip McLean said:

    Interruption marketing will stay with us as long as its return exceeds its cost. I expect that to continue for the rest of my lifetime.

  2. Zoran V. said:

    I agree with Mr. McLean. After all, not everyone is such an early adopter. For instance, I am very much sure that my mother will never be online, and yet, she has money. How do you get your message to her?
    Also, many people don’t know where to look and expect us to deliver them the message.
    Just my 5 cents.

  3. Bob Bly said:

    ZV: Among other things, I find that the new media pundits completely ignore your point: many people either are not online or do not look to the Internet as their primary information source. But that’s in the consumer market. In B2B, it’s a safe and accurate assumption to assume your prospects are online. Although in some markets (e.g., physicians), prospects are not habitually sitting at a desk and PC, and in those markets, offline methods may work better.

  4. WriterCC said:

    For American consumers, it is, and always will be, all about choice.

    As long as the budget allows, we should never limit our channels. My opinion.

    Re: B-to-B. What do you think of a direct mail piece to, say, prod B-to-B’ers into going back to that email promo about a conference, or to click on the conference site? Is that approach still working?

  5. Simon Smith said:

    Bob, interesting post, but I think you’ve created a bit of a false dichotomy.

    “Magazine, newspaper, TV, and radio advertising” is intrusive, but it can be somewhat self-service if it’s RELATED to the subject of associated content. Readers often find ads for bikes in bike magazines, for example, as interesting as the articles themselves.

    In fact, MarketingSherpa (with which I have zero affiliation) just released a summary report (http://www.marketingsherpa.com/sample.cfm?ident=30386) showing that CONTEXTUALLY TARGETED ads have the greatest ROI. The conclusion: “The key takeaway for advertisers is that the context in which an ad is served is at least as important as the ad itself.”

    Pop-ups and pop-unders, which are two of the most interrupting types of ads on the internet, have the second-worst ROI.

    And the absolute worst?

    Banner ads.

  6. Bob Bly said:

    SS: Yes, contextually targeted ads lean more toward self-service marketing, while most ads (e.g., a Nike commercial during the evening news) are interruption marketing. Thanks for pointing this out.

  7. Dina at Wordfeeder.com said:

    Hi Bob,

    Good topic. Well, you asked “…rather than Yellow Page ads” but I don’t think you can compare Internet marketing with the telephone book.

    Google is the new Yellow Pages, as I see it. My gut tells me that if you had to prioritize your ad budget, direct mail and internet marketing would come before a phone book ad.

    Of course, I can’t say whether direct mail would beat out internet marketing (the new generation of “self-service”) – it depends on your industry and where target buyers most likely congregate. As Zoran V. pointed out about his own mother, some people just don’t go online.

    I also agree with Writer CC’s comment about Americans wanting choices.

  8. Phil Dunn said:

    What I find interesting is that among the geeky there is a big drive to reduce exposure to interruption advertising. Yet, at the same time the geeks are very open to deeply rooted permission marketing scenarios.

  9. Bob Bly said:

    Phil: Would you agree that ALL e-mail marketing is interruption marketing, even when permission-based? (I would.)

  10. Phil Dunn said:

    Yes – first contact email marketing is interruption, for sure. Even the permission stuff interrupts. It’s kind of different if it’s something you’re expecting, however. For example, you signed up for a seminar or something, and you receive sound files, a guidebook or something. But techncially, yes, interruption (positive or negative) is interruption.

    Among the Facebook crowd, I hear that the younger generations don’t use email unless they need to connect to a geezer. They all use SMS, MMS, Twitter and social portals/social networking sites. Plenty of advertising on those sites…. fairly tightly targeted, however, based on profiles, interests, etc. Rapidly changing world.

  11. Aryeh said:

    Another great post, Bob.

    Two comments:

    1. You can’t squeeze your market into a media pigeon hole just because that’s what’s convenient for the marketing director. You can do things with email you can’t do with print, and vice versa. You’ve got to take a good hard look at what you’re selling and who you’re selling it to and find the media they’re most likely to respond to.

    2. I see the advantages of “self-service” marketing, but I can’t see what’s wrong with a good “interruption marketing” ad. Seems to me a good ad does the reader a service, whether it interrupts or not.

    What do you care if someone interrupts you… if they’re helping you find the product or service you’ve been looking for??

    - Aryeh

  12. Bob Bly said:

    Aryeh: I love and agree with your comments, especially #2. My rule of thumb: self-service marketing works with products which consumers actively search for information (including pricing) on — for instance, installing solar panels on the roof of your home. Interruption marketing works with products people want when they hear about but weren’t thinking about beforehand — e.g., designer handbags, a home-study course on becoming a locksmith.

  13. Laurie Stafinski said:

    * Posted with permission from Bob Bly

    Bob,

    I was reading your blog and saw the post, ?Interruption vs. Self-Service Marketing.? I enjoyed the post and the question that you posed. To answer your question, yes, I do believe that both old-school and new-school marketing have their place. I think each business has to look at, and identify, their marketing and advertising goals, and then develop a strategy that best suits their goals and needs. This may include a combination of both of the old-school and new-school methods.

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  14. Kurt Bickom said:

    Bob,

    I like where you are going here. My answer is yes i think they both have their place. I think that place may even be to compliment each other.

    Interuption marketing, however intrusive infulences decisions made in self-service marketing.

    Lets say you are looking for a bike and go to the yellow pages. The ad you saw talking about a particular bike may influence your decision to persue that brand. Even if you are not conscience of the ad when you have the yellowpages open.

    On the other side self service marketing helps intrusive marketing by providing the connection at a step closer to the potential sale.

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