We live in turbulent times. REM stopped making music, major college athletic programs change conferences almost daily, and Leonard and Penny split up after more than half a season together (I’m watching Big Bang Theory on
Netflix Qwikster, so I’m a little behind the times). With all of this change, it’s a little unsettling when you reach for one of your comfort blankets at the end of a long day only to find that Mark Zuckerberg has knitted it into a completely unfamiliar pattern.
Welcome to what we’re calling Garth Algar “We Fear Change” Week here on IBD. I will discuss Facebook today, and Shea will address Netflix Thursday. Some day down the road, when we’re all emotionally prepared for it, we’ll write about the new logo for the
Florida Miami Marlins baseball team.
In the 1992 movie Wayne’s World, the hateful Benjamin Kane (played by Rob Lowe) comes to Garth (Dana Carvey) with the insidious notion of giving arcade tycoon Noah Vanderhoff (Brian Doyle-Murray) a regular interview segment on Wayne and Garth’s cable-access TV show. Garth responds with a simple “We fear change” and starts smashing the robotic hand he’s building with a hammer.
Those of you who use Facebook may have noticed that there have been some changes recently to the design and functionality of the popular social media site. Those of you who don’t use Facebook, this is why two-thirds of the people you know recently spent the better part of a week screaming as though someone (Mark Zuckerberg) had stabbed a fork through their hands.
To say that the reaction to Facebook’s redesign has been negative is a little like saying some people didn’t like the movie Cabin Boy. (Note: One of my favorites.) As with all of Facebook’s previous changes, this one was met with tears, confusion, and threats to cancel accounts (and that was just one guy).
The difference now is that there’s another option. Google+ is gaining momentum and is seen by many as an alternative to Facebook, if only they could get their friends to come along. The irony is that many of Facebook’s changes (increased interactivity, larger images, tweaks to the “list” feature) are in response to the emergence of Google+.
And this is the crux of the issue: Facebook is in the unenviable position of needing to stay current, respond to competitors, and adapt to emerging technology, all while keeping the Garth Algars of the world from freaking out.
The day the changes were unveiled, there was a collective uproar on the site. When I posted on my Facebook page that I didn’t mind the changes (I actually like the new scrolling, Twitter-esque news feed), it garnered a pile of comments, some of them unnecessarily personal. (I will say that I don’t support the changes wholesale; Facebook needs to address the fact that some of the new features have upended privacy settings by allowing friends of friends to see items only meant for a select few.)
The thing is, this all felt familiar to me. I was searching for reactions to the new look on Google and found articles going back years where irate Facebookers were screaming that they wanted the old site back. Every time the site has been updated, features have been added, users resisted, then got used to them and even came to enjoy and rely on them. (In 2006, Facebookers were unhappy with this gimmicky new thing called a “news feed”—now a staple of the Facebook experience.)
Facebook is an optional leisure activity, like watching baseball or visiting interpretive sites. People don’t want to feel confused and annoyed by something they choose to do in their spare time. Any change to a comfortable environment is going to be disruptive to some people.
Interpreters faced with the task of creating materials for visitors—especially repeat visitors—should be extra careful that changes to exhibits, publications, websites, and logos are not just for change’s sake, but for the improvement of a product. If you make drastic, unnecessary changes to a place where visitors come to learn and relax and enjoy some solitude, you may just find your self playing the role of that robotic hand in Wayne’s World.
If you make changes that are warranted and actually improve your product, people will get used to them, but you still may find yourself cursed out on a highway construction sign.