ask the emotional expert

This installment of Ask the Emotional Expert features John Nolte, Ph.D., noted psychodramatist and author of The Psychodrama Papers.  Dr. Nolte trained under J.L. Moreno, the founder of psychodrama.

Here’s what Dr. Nolte has to say about assessing consumer emotions via psychodrama.

Conner:  I always start out with this question: More and more we are learning that emotions drive humans’, and therefore consumers’, behavior.  What are your thoughts about that?

Nolte:  From a psychodramatic point of view, emotions are intentional.  That is, there is always some object to which the emotion is connected.  Basically, an emotion is triggered by a change in the situation in which we find ourselves.  As soon as we perceive ourselves facing a danger, for example, we experience fear not only as an emotion, but as a message concerning what we should do.  Fear tells us to get away from that which is perceived as dangerous.  So an emotion is an immediate evaluation of our situation and an instruction on what to do about it.  If we perceive a barrier between ourselves and a goal toward which we are moving, we experience anger (or one of the several variants of anger) and the instruction to get it out of the way.  If we perceive that something is of value, whether material like a diamond, or not so material as knowledge about something, the emotion aroused is desire which instructs us to possess it.  So I certainly consider emotion to be involved in every act, including the act of purchasing something.

Conner:  How do or would psychodramas work to get at emotions that drive consumers’ behavior?

Nolte:  Psychodrama is so flexible and creative that it is difficult to answer this question in a very specific way, to say that this is the way to do it.  What we know is that people do not act in a vacuum.  That is, every action is preceded by a warming up process, a period of preparing for the action of purchasing.  So a reasonable place to begin is to focus the respondents on a recent purchase, and a purchase which has something in common with that for which the research is being conducted.  For example, the director might ask a group (or individual) to recall the last time that they bought an automobile.  The director might then ask a willing member of the group to re-enact the actual purchase of the car.  In the process, he might ask the protagonist (respondent) to soliloquize the feelings he has as he drives the car away from the dealer.  A next step might be to ask: “When did the idea of buying this car first come into your mind?”  That event is explored and all the feelings involved elicited through psychodramatic techniques, largely for this purpose, soliloquy and doubling.  The director then guides the protagonist through all the steps which were taken psychologically and emotionally that led to the purchase of this specific car.  This could involve researching on the internet, talking with friends or spouse, all the positive emotions instructing him to buy, and the negative emotions instructing him otherwise; for example, “see if you can’t get a better price;” “maybe a different make would be better;” “maybe you can’t afford to buy just now…wait a little while;” etc.  The object is to consider all elements that go into the decision to buy.  In the process, it is quite likely that we would discover that many of the emotional reactions could be related to early experiences in one way or another.  These, too, can be explored and could yield valuable information about the development of attitudes related to the purchase of a car.

One could expect that participating in the psychodramatic action would warm other participants to their experiences, both common and different from those of the first protagonist.  These, too, can be re-enacted and the emotions elicited explored in depth.

It’s likely that however we start, we will discover unanticipated avenues to explore.

Conner:  Many would argue that traditional two-hour focus groups, especially with a good moderator, can do the same thing as psychodramas.  How would you respond to that?  Do you think psychodramas are more effective at uncovering emotions than traditional focus groups?

Nolte:  I doubt that anybody who has participated in a psychodrama would argue that a focus group is as effective as a psychodrama in eliciting both information and emotions.

The advantage of psychodrama over focus groups lies in the action techniques which psychodrama provides for accessing emotions at a deeper level. For example, setting a scene and re-enacting an event activates memory, and the emotions associated with it, in a more complete way, involving all the senses including kinesthetic ones.  Techniques such as soliloquy and doubling permit a detailed exploration of of the subject’s emotional state which almost always includes a mixture of emotions.  Psychodrama also allows for exploration of the subject’s history with emotions or emotional complexes.

So, it’s the action dimension of psychodrama which makes it more effective than the more passive modality of the focus group.

Conner:  What are some of the special techniques used within psychodramas that are especially effective at uncovering important emotions that drive consumer behavior?

Nolte:  “Setting the scene” anchors the protagonist in a concrete situation which includes all of the respondent’s previous experiences, including emotions.  Movement in this structured space enhances recall of both an experience and the emotions associated with that experience.  Psychodramatists know that memory is not simply a neurological process — it’s a neuro-muscular one.

“Soliloquy” involves inward focus on the bodily manifestations of emotion as well as on conceptualization which can arise from emotion as well as elicit emotion.

“Doubling” adds the assistance of another person in the search for emotional expression.

“Mirroring” and “role reversal” are two other highly useful techniques.

Conner:  Are psychodramas better conducted in group sessions or in individual sessions?

Nolte:  By and large, psychodrama in groups is more effective than when it is used individually.  There may be special circumstances which point to working with an individual. They are rare.  The group can be considered as a significant and integral aspect of the psychodramatic method, and a psychodrama can be considered as a product of group effort and collaboration.

Conner:  And how about the amount of time and number of respondents needed to make a group psychodrama most effective?

Nolte:  This is another flexible component of psychodrama. The most workable group is probably between 7 and 12 participants with 2½ to 3 hours for a session.

Conner:  What advice would you give consumer researchers who are interested in using psychodramas in their work?

Nolte:  Engage a well-trained, experienced psychodramatist who has experience working outside the field of psychotherapy and who is comfortable with non-therapeutic applications of psychodrama.

Conner:  Thank you very much, Dr. Nolte.  I know this from my experience, but you’ve neatly explained why psychodrama is a highly effective emotional assessment technique.

This installment of Ask the Emotional Expert features Patricia Sunderland, Ph.D., anthropologist & founding partner of Practica Group, and co-author (with Rita Denny) of Doing Anthropology in Consumer Research (2007, Left Coast Press, Inc.).

Here’s what Patricia has to say about assessing consumer emotions via “anthropological ethnography.”

Conner:  More and more we are learning that emotions drive humans’, and therefore consumers’, behavior.  What are your thoughts about that?

Sunderland:  There is no question that emotions are a crucial force in human social life in general and for consumption in particular.  In fact, the notion that emotion could ever be abstracted from human thought and consumption — or that such a thing as human behavior exists in which emotion plays no role —  is in large part a result of the historical bifurcation of thought and emotion in Western intellectual traditions.  Thus also Western research traditions.  In terms of understanding consumption, it is a history best left behind.  Moreover, many of the best practices in consumer research take emotion, at least implicitly, into account.

Conner:  What are some techniques you use in your work — anthropological ethnography — to assess emotionality in consumer behavior?

Sunderland: First of all, in our work we incorporate and build on some of the established practices in qualitative research that have taken emotions implicitly into account.  For instance, we often use projective collages and other open-ended assignments as jumping off points for insight and conversation.  Second, in our ethnographic work, in our commitment to attend to the naturally-occurring, in-context unfolding of human action, we provide the space for emotion, thought, and action to naturally emerge and intertwine, and for our attention to attune to that intertwined constellation.  For us, embedded metaphors in language and nuances of word choice and ways of speaking are often among the clues we utilize for appreciating differences in emotional meanings and valence.  Finally, we have found video and audio diaries an enormously useful means of extending ethnographic inquiry in time and space, and the small size of digital audio recorders, which seems to foster a kind of intimacy for participants, has been an unexpected boost in garnering emotional details.  We have had great luck, for example, in asking participants to register tiny, tiny details of changes in moods as well as the minutiae of situations and circumstances that accompany those changes in moods with these recorders.

Conner:  What advice would you give consumer researchers who are interested in assessing consumer emotion?

Sunderland:  If there was one tip I would give, it would be to always keep the cultural and situational specificity of emotions in mind.  As a cultural anthropologist, I am deeply committed to the recognition that emotions and the expression of emotions are variable rather than universal. The sources of inspiration in the cultural terrain of emotion are the nuances and the differences, not the similarities.  Likewise, it is important to consider the context of the occurrence of emotions and the ways in which variations in emotional expression are dependent on context.  Just think about parents and children and the ways a parent’s emotions toward and for a child can depend on the moment — what the child has done as well as what is happening both for the parent and child. And even if there are overarching feelings, the emotions experienced in that moment depend on that particular moment and instance (which, as humans, includes memories of past experiences).  How experienced emotions are expressed is also context dependent. Where are the parent and child?  At school, at home, in the car, in the store?   And it is the same for brands and products.  The context in which brands and products are encountered impacts the interaction with and emotional experience of those brands and products.  I would say we have more to learn and offer our clients by keeping the nuances and specificities of emotions in the forefront than in their glossing over and backgrounding.

Conner:  In the words of Christopher Walken in a Saturday Night Live skit I saw once, “Wowie, wow, wow!”  This is fabulous information.  Thank you!

Patricia Sunderland, located in New York, is a partner of Practica Group LLC (practicagroup.com).  She can be contacted at psunderland@practicagroup.com.

In this feature Emotive® analytics seeks feedback from experts in areas related to emotional assessment.  The initial questions come from Paul Conner.  However, follow up questions can be submitted using the form below the article.

This installment of Ask the Emotional Expert features Paul Bolls, Associate Professor, Strategic Communication and Co-director of the PRIME Lab at the University of Missouri, Columbia.  The PRIME Lab is dedicated to studying consumers’ neurophysiological reactions to various forms of media.

Conner:  More and more we are learning that emotions drive humans’, and therefore consumers’, behavior.  What are your thoughts about that?

Bolls:  It’s not at all surprising that marketing researchers, particularly those working in the area of neuromarketing, are concluding that emotions are the fundamental driver of consumer attitudes, decision-making, and ultimate purchase behavior.  Neuropsychologists have discovered that human emotion, at its most basic level, consists of foundational “approach and avoidance” motivational processes. Activity within these motivational processes gets translated into specific emotions and feelings associated with products and brands. This overarching emotional process determines our more enduring attitudes towards brands which then in turn shape our decision-making and behavior towards specific brands of products. Marketers who do not grasp how critical emotional processes are in determining the degree to which consumers are willing to approach their product, and the role marketing communication plays in associating emotions with brands, are setting themselves up to lose ground to competitors that truly understand how to connect with and sell to the emotional brains of consumers.

Conner:  Tell me generally what you do in The PRIME Lab to study the issue of emotions driving consumer behavior?

Bolls:  In the PRIME Lab, which is housed within the Missouri School of Journalism, we focus on studying how different ways of producing an advertisement impacts emotional processing of the message. We primarily focus on understanding how very specific features of advertisements engage distinct emotional processes during real-time exposure to them. Basically, we study how brand messages can effectively evoke emotional processing that is likely to serve marketing objectives. We combine psychophysiological measures of emotional processing — heart rate, galvanic skin conductance, and facial EMG — with self-report measures of emotional experience, attitudes, memory, and behavioral intentions to fully understand how specific advertising executions are processed by targeted consumers.

Conner:  Can you share an example or two of studies you have conducted that have led to important insights for marketers?

Bolls: Recently, my colleagues and I have done some work examining features of health messages — specifically anti-tobacco messages. In doing this, we have studied the effectiveness of negative graphic images in TV advertisements that evoke strong aversive emotional activation. This research has provided insight into how emotionally aversive content in advertising can in some contexts, when executed appropriately, be extremely effective. The presence of disgusting visual images in anti-tobacco ads when combined with message copy focused on physical health threats resulting from tobacco use was found in our experiments to evoke strong defensive responses in viewers that can potentially decrease memory for the message. However, also including efficacy related copy that is intended to increase confidence in a smoker’s ability to stop smoking was found to dampen smokers’ defensive responses to negatively graphic messages, potentially making such messages more persuasive. It seems like the traditional school of thought in designing public health campaign messages has been to either completely steer clear of emotionally aversive messages or try to scare the daylights out of the target. Our research suggests clear strategies that reflect a more intelligent approach to the execution of negatively graphic health messages that unfortunately few public health campaigns have managed to adopt.

In the realm of radio advertising I have done some work studying how listening to radio ads produced to evoke visual mental imagery is an extremely engaging, emotional, personally relevant experience. High imagery radio ads engage visual cognition and have the potential to positively boost brand attitudes as well as purchase intentions. However, this potential is most realized when emotional images evoked by the radio ad are highly connected to the advertised product. A lot of radio advertising either completely fails to evoke emotional visual imagery or stumbles in associating evoked emotions with the advertised product. What is extremely exciting to me about this line of research is that it is applicable not only to traditional radio advertising, but to any form of audio advertising potentially delivered through podcasts, Internet radio, as well as other websites.

Conner:  What advice or direction would you give to marketers interested in employing some of these techniques?

Bolls:  I think marketers first and foremost need to fundamentally understand both the implicit and explicit emotional associations targeted consumers make with their product’s current design, packaging, as well as brand messaging. Armed with this understanding, marketers can then move towards figuring out how to elicit foundational patterns of appetitive and aversive emotional responses in targeted consumers that will promote a strong favorable emotional relationship between consumers and the brand, purchase behavior and brand loyalty.

Conner:  OK, here’s your chance!  Without getting too salesy, how would you plug your work at The PRIME Lab?  What might you be looking for from people who read this interview?

Bolls: As a research lab housed in a major university, the primary mission of the PRIME Lab is basic research into the design of emotionally powerful brand messages that are more likely to achieve marketing objectives. This is best accomplished through collaborations between academic researchers, like myself, professional marketers, and other marketing researchers. In the process of conducting our basic research we offer the opportunity for testing specific advertising executions. I thoroughly enjoy discussing how the emotional human mind processes brand messages and the implications of this for effective message design. So, if anything in this interview has piqued your interest, I would love to talk with you to discuss any questions as well as the possibility of conducting work in the PRIME Lab that meets specific research needs you might have.

Feel free to contact me at 573-884-0170 office, 573-673-5030 cell, or bollsp@missouri.edu.

Conner:  Thank you very much!