From a San Francisco Chronicle interview with Noah Alper, founder of Noah’s Bagels

Q: You write about how important it was that the stores be authentically New York, and authentically Jewish. What did you have to do to make that happen?
A: It involved not being afraid to be unapologetically Jewish. It sounds simplistic, but we acted as if we were operating the store in a Jewish neighborhood – we had Hanukkah candles at the appropriate time of year, challahs on Friday, charity boxes in every store.
We also operated a strictly kosher establishment. We were the largest kosher retailer in the Untied States when we sold the business. That was an added level of complexity. But it not only captured a very loyal kosher community, it also added to the authenticity.

Although I first encountered Noah’s before they were sold (which ended many of these practices), I don’t recall noticing this level of authenticity. Perhaps it’s eroded so far that my early memories have been wiped out. But this discussion of authenticity and Jewish deli on the west coast reminds me of my first encounters in the mid-90s with Portland, OR-based Kornblatt’s. The PDXers I met seemed to cherish Kornblatt’s as a local treasure and I’m sure any criticism here will upset them to no end. My apologies, but Kornblatt’s always struck me as a place for people that hadn’t ever been to New York, liked it that way, but wanted some element of what people supposedly ate over thar. The place evoked what you might call checklist-authenticity: bagels (check), celery tonic (check), New York street signs (check), soft-spoken-shrugging-Jackie-Mason-meets-Ben-meets-Jerry-meets-Jerry-Garcia-proprietor (wha????).

While Noah’s decor is the same cartoonish parody of what New York’s Lower East Side, at least Alper had a sense of how to go beyond that. And ultimately, what it took to export New York deli authenticity to the Bay Area is completely different what it took to expoert New York deli authenticity to Portland. Different markets, different culture, different context, different definition of authenticity.

See also:

• In Japan, KFC is “authentic” American Xmas
• Foreign Foods in Foreign Lands
• Ask for our latest article, On Authenticity

• Profile of Hollywood dialect coach Tim Monich – Until the advent of television news, we had little idea about how people spoke in other regions and so there was little expectation (or awareness) among viewers for authentic accents in film.
• Authenticity in languages for science-fiction films – Among discerning science-fiction movie fans, however, expectations are more sophisticated now when it comes to alien tongues, and for that we have the Berkeley-trained linguist Marc Okrand to thank. Okrand worked as a consultant on the “Star Trek” films, and his crowning glory is the development of Klingon, the most fully realized science-fiction language devised thus far.
• In the Land of Invented Languages by Arika Okrent – Just about everyone has heard of Esperanto, which was nothing less than one man’s attempt to bring about world peace by means of linguistic solidarity. And every Star Trek fan knows about Klingon, which was nothing more than a television show’s attempt to create a tough-sounding language befitting a warrior race with ridged foreheads. But few people have heard of Babm, Blissymbolics, and the nearly nine hundred other invented languages that represent the hard work, high hopes, and full-blown delusions of so many misguided souls over the centuries.
• Deborah Solomon’s questions for Jeff Bezos – Q: What do you say to Kindle users who like to read in the bathtub?
  A: I’ll tell you what I do. I take a one-gallon Ziploc bag, and I put my Kindle in my one-gallon Ziploc bag, and it works beautifully. It’s much better than a physical book, because obviously if you put your physical book in a Ziploc bag you can’t turn the pages. But with Kindle, you can just push the buttons.
  Q: What if you dropped your Kindle in the bathtub?
  A: If it’s sealed in a one-gallon Ziploc bag? Why don’t you try that experiment and let me know.

• Meet The New Authenticity – an older post here about a topic recently revisited in my interactions column – One package had a label with a jagged edge, meant to suggest torn paper. It didn’t look like real torn paper, it looked like a manufactured torn edge. Some people really liked it, but one person called it as unacceptably fake. He pointed to another packaging label that he had purchased, as this one had a more realistic-looking torn edge, where the paper was frayed and small threads and fibers were visible.

  He was very clear that both of these edge treatments were done by machine; that no paper was torn by hand. The vernacular of the jagged paper was completely unacceptable. The more realistic (as he imagined it) frayed edge was the right way to do it.

  It’s a bit of a post-modern take on authenticity, where it’s more of aesthetic that supports suspension-of-disbelief, rather than some extremely absolutely True and Real version. What does the way it looks let me comfortably accept into my reality?

• National Geographic: The fragrance – In the new National Geographic range there are two natural scents available: Japan Tatami and Nevada Desert Flower. These are two gorgeous and authentic scents inspired by tradition and natural wonders.

  Japan Tatami is a fresh and soothing scent inspired by the Igusa grass, traditionally used by the Japanese to make Tatami mats. This authentic fragrance has a fresh scent with dry herbs and chamomile touches.

  Nevada Desert Flower is a delicate floral fragrance inspired by the natural wonders of the Nevada desert, where the Nevada desert flower only has a chance to bloom when winter rains are heavy. Its scent combines the sweet notes of apricot and green herbal notes enhanced with fresh spices.

• In defense of inspired design: Deyan Sudjic and "The Language of Things: Understanding the World of Desirable Objects" – Tthe Clift Hotel in 2001 was reborn as an outpost of the globe-trotting cultural elite. The 1913 exterior still exudes staid pomp; inside it's a dark wonderland of affectation, with theatrically scaled furniture, thick silk drapes & techno rhythms in the background.

  The interiors are by Philippe Starck whom Sudjic describes as "constantly seeking to amuse the grown-ups with his daringly naughty tricks."

  The ambiance is profoundly different a few blocks away at Blue Bottle Cafe. Here, light streams through the bare windows of a 17-foot-high corner retail space. The stools are utilitarian, the walls dull white.

  Yet everything here is arranged as deliberately as at the Clift, including the coffee beans in grainy paper bags with the blend names stamped by hand. It's all very DIY – and you can grind the beans at home with the $700 grinder on sale a few feet away.

  "In objects we value the 'authentic,' the hand-pressed. It's often the same thing with cities," Sudjic said .

• Dance Off with the Star Wars Stars 2009 – Many YouTube videos to explore here, but possibly one of the most inauthentic things ever. Taking beloved character archetypes out of their true context and into a tepid cheesy new context. Funny, or a betrayal, (or cool?) depending on where you come from. While the related video, Star Wars Weekends – Special Effects Edition (with real lightsabers!), evokes a real authenticity, even though it creates humor by mixing fantasy with reality, there's a underlying difference – love for the original versus exploitation of the original
• The Case of the Inappropriate Alarm Clock – Another complex and rambling Errol Morris investigation into politics, authentication, media, photography, truth, fakery, and more
• Les Sans Culottes: a French band from Brooklyn that isn’t really French – "Brooklyn’s Les Sans Culottes have taken the whole faux-French-band thing pretty far—the group’s live shows are superenergetic, fake-multicultural events. You might not learn anything about French culcha, but you’ll probably hop around like a lunatic."
• Authentic Organizations — aligning identity, action and purpose – A blog that explores
  * What does it mean for an organization to be “authentic”?
  * Why does it matter that an organization be authentic?
  * Which organizations are being authentic, and what are they doing to pursue authenticity?
  * Which organizations are not being authentic, why, and what could they be doing to become more authentic?
  * What should an organization do to become more authentic, or to address a specific authenticity dilemma?
  * What can you and I do, as organization members, as managers, leaders, scholars or practitioners, as persons, to help organizations pursue authenticity?
• When Consumers Search For Authenticity: In The Eye Of The Beholder? – "Consumer identity goals (or their idealized images of themselves) underpin assessments of whether a brand is authentic (genuine, real, and true) or not." The researchers identified three primary identity goals: a desire for control, connection, or virtue. "These goals reflect three respective societal norms: the need to be practical, to participate in community, and to be moral," the authors explain. "When seeking to achieve these different goals, consumers choose different brands. When consumers desire to be in control, they may view McDonalds as an inauthentic brand partner because fast food leads to increases in weight. Alternately, McDonald's may be viewed as a genuine partner when the same consumer is seeking to connect with others."
• Creating Authentic Product Experiences: a teaser for this presentation – Authenticity is an increasingly crucial attribute for successful products and services, but understanding how to apply it is slippery. In this presentation, Steve presents a number of facets of authenticity, from product form and aesthetics, to the evolution of meaning over time, to personal interactions, and brands. While there is no magic answer to "what is authenticity?" the journey to answer that question is an essential one.
• All This ChittahChattah (Kindle Edition) – Understanding culture, design, and business – For only $1.99 a month. Not available to customers in the US, for reasons I don't understand.

My latest interactions column (written with Stokes Jones, Principal of Lodestar) On Authenticity has just been published.

While in Las Vegas for the first time a number of years ago, we had occasion to visit the Las Vegas Hilton where “Star Trek: The Experience” was operating. The immersive “themed attraction” spilled over into a cafe (Quark’s Bar and Restaurant) and shopping area both modeled after the TV show “Star Trek: Deep Space 9.” This led to slightly dissonant sights, such as an Andorian sitting at a table hawking credit card offers, where the free gift was a plastic sports bottle topped with an Andorian head. As we strolled through the Deep Space 9 Promenade, we came upon two Klingons. Of course, it was two actors portraying Klingons, but let’s set that important difference aside for a moment. They were chatting with tourists and posing for pictures. Eagerly waiting for his moment was a young boy with Down’s Syndrome, wearing a James T. Kirk T-shirt. (Some quick backstory: In the lore of “Star Trek,” Kirk and the Klingons were enemies.) As these two Klingons chatted with the boy and posed for a picture with him, the actors delivered a magical experience as they maintained character and gruffly acknowledged (just gruffly enough) the boy’s T-shirt and what it represented to them. They found a way to be kind to a vulnerable person while not destroying what he was there to appreciate: the essence of their Klingon-ness, their “Star Trek”-ness. Given that we were in Vegas, where a veneer of grandiosity often stands in for authenticity, this was a touching and impressive moment.

Get a copy of the PDF here. To receive a copy of the article, send an email to steve AT portigal DOT com and (if you haven’t given us this info before) tell us your name, organization, and title. We’ll send you a PDF.

Last spring I spoke about authenticity with the University of Oregon’s Contemporary Design class. I’d like to find other groups who would be interested in this presentation. To give you a little taste, we put together this quickie highlight from the talk:

Please get in touch if your organization would be interested in our interactive presentation on Creating Authentic Product Experiences.

Previous articles also available upon request:

• Persona Non Grata
• Everybody’s Talkin’ At Me
• The Journey Is The Reward
• Hold Your Horses
• Living In The Overlap
• Some Different Approaches to Making Stuff
• Poets, Priests, and Politicians
• Interacting with Advertising
• Ships in the Night (Part I): Design Without Research?
• Ships in the Night (Part II): Research Without Design?
• We Are Living in a Sci-Fi World
• The Hard Work Lies Ahead (If You Want It)
• What to Expect When You’re Not Expecting It
• Elevator Pitch
• Kilroy Was Here
• Never Eat Anything Raw
• Content, the Once and Future King

As a followup to yesterday’s KISS post a reader emailed me to suggest some makeup brands that KISS shouldn’t endorse. Of course, the band did do their own makeup product, back in 1978.

It’s not until you look back to their heyday that you really realize how far the brand has collapsed. While it’s still a goofy commercialization of a rock band, the KISS Your Face Makeup Kit enables us to imitate the band’s look, while the ad also shows kids miming to KISS songs with tennis rackets. The ad and the product tell a story that is authentic to how people were experiencing the brand. Skip to 2009 and you have to ask just what relevance (or resonance) does KISS as M&Ms have?

Steve Portigal (center) and friends miming to KISS songs with badminton rackets, Burlington, ON, 1978 (without the use of KISS Your Face Makeup Kit)

• Japanese cultural norms – asking about weight – Insightful little culture-clash story; an American working in Japan isn't sure how to deal with blunt (especially from the Japanese!) questions about his increasing weight
• Clive Thomson on Bruce Bueno de Mesquita, renowned for his use of mathematical game theory models for prediction – Those who have watched Bueno de Mesquita in action call him an extremely astute observer of people. He needs to be: when conducting his fact-gathering interviews, he must detect when the experts know what they’re talking about and when they don’t. “His ability to pick up on body language, to pick up on vocal intonation, to remember what people said and challenge them in nonthreatening ways — he’s a master at it,” says Rose McDermott, a political-science professor at Brown who has watched Bueno de Mesquita conduct interviews. She says she thinks his emotional intelligence, along with his ability to listen, is his true gift, not his mathematical smarts. “The thing is, he doesn’t think that’s his gift,” McDermott says. “He thinks it’s the model. I think the model is, I’m sure, brilliant. But lots of other people are good at math. His gift is in interviewing. I’ve said that flat out to him, and he’s said, ‘Well, anyone can do interviews.’ But they can’t.”
• New York Times Magazine on the Beatles’ Rock Band videogame – This is a fantastic article that spans many big issues: gaming, music, performance, art, history, culture, product development, authenticity, creativity, entertainment, technology. It's a must-read.
• Brian Dettmer turns books into sculptural pieces – Contemporary visual artists see opportunity in what many bemoan as the twilight of the age of the book. John Latham (1921-2006), Hubertus Gojowczyk, Doug Beube and others have treated books as sculptural stuff. But no one whose work I have seen tops that of Atlanta artist Brian Dettmer at Toomey Tourell.

• Seen Reading – a "literary voyeruism blog" set mostly (I believe) in Toronto – What is Seen Reading?

  1. I see you reading.
  2. I remember what page you’re on in the book.
  3. I head to the bookstore, and make a note of the text.
  4. I let my imagination rip.
  5. Readers become celebrities.
  6. People get giddy and buy more books.

  Why do you do this?
  Readers are cool. Authors work hard. Publishers take chances. And you all deserve to be seen!

  (Thanks Suzanne Long!)

• Choose What You Read NY – Choose What You Read NY is a non profit organization that offers free books to New Yorkers, encouraging its residents to read more, giving them an alternative to the free papers that get tossed out and even the digi-trash that crowds our time. In doing so, we help to recycle used books that would have unfortunately been thrown away.

  You will find us near major subway stations on the first Tuesday of each month.The idea is that once someone is finished with a book, they either drop it off in one of our conveniently located drop boxes or back to us at a station. Unlike a library, there will be no due dates, penalties, fees or registrations. We only ask that you return it once you are done so that the same book can be enjoyed by another commuter.

• What was the last book, magazine and newspaper you read on the subway? – 6000 people respond and the New York Times posts the results
• How and what people read on the New York City subways – Plenty of detailed examples of people, their books, and their travels: "Reading on the subway is a New York ritual, for the masters of the intricately folded newspaper, as well as for teenage girls thumbing through magazines, aspiring actors memorizing lines, office workers devouring self-help inspiration, immigrants newly minted — or not — taking comfort in paragraphs in a familiar tongue. These days, among the tattered covers may be the occasional Kindle, but since most trains are still devoid of Internet access and cellphone reception, the subway ride remains a rare low-tech interlude in a city of inveterate multitasking workaholics. And so, we read.

  There are those whose commutes are carefully timed to the length of a Talk of the Town section of The New Yorker, those who methodically page their way through the classics, and those who always carry a second trash novel in case they unexpectedly make it to the end of the first on a glacial F train."

  (thanks Avi and Anne)

• Lego grabs ahold of customers with both hands – From 2006, great Wired piece about Lego's approach to involving ardent fans/customers in developing future products.
• Noting:books – the simple yet dynamic way to track your reading, from the dates you start and finish a book, to your thoughts along the way.
• CourseSmart brings textbooks to the iPhone in PDF; major readability challenges ensue – “It’s not the first place to go to read your textbook,” Mr. Lyman said of the iPhone app. But he said that it could be helpful if “you’re standing outside of the classroom, the quiz is in 10 minutes, and you want to go back to that end-of-chapter summary that helped you understand the material.”
• Nice profile of Lego’s business culture and the tension between growth and losing track of their legacy – But the story of Lego’s renaissance — and its current expansion into new segments like virtual reality and video games — isn’t just a toy story. It’s also a reminder of how even the best brands can lose their luster but bounce back with a change in strategy and occasionally painful adaptation.

• Excellent Rob Walker "Consumed" on Lululemon Athletica and the idea of a "lifestyle brand" – Anybody who is honest about consumer behavior knows that often what we buy is not simply some thing but some idea that is embodied by that thing. “Conceptual consumption” is the name given to this practice in a recent paper with that title by Dan Ariely, a professor of behavioral economics at Duke University (and author of the book “Predictably Irrational”), and Michael Norton, an assistant professor of marketing at the Harvard Business School, in The Annual Review of Psychology. Their notion has various subsets, one of which is the consumption of goals.

• New Yorker profile of Fred Franzia, the rather unpleasant character behind Charles Shaw wine (akaTwo Buck Chuck) – "You tell me why someone's bottle is worth eight dollars and mine's worth two dollars," he says. "Do you get forty times the pleasure from it?" With Two Buck Chuck, Franzia invented a category known as “super-value” wine. Cheap wine – so-called skid-row wine – is noting new; Franzia's idea was to make cheap wine that yuppies would feel comfortable drinking. He put Charles Shaw in a seven-hundred-and-fifty millilitre glass bottle, with a real cork, and used varietal grapes.
• Offline, accurate quantitative usage data can be tough to capture – Advertisers rely on M.R.I.’s research. It measures how many readers a magazine has, including people who did not buy it but read a friend’s copy or flipped through it at the doctor’s office. It also profiles the readers of all the magazines, including their income levels, attitudes and toothpaste-buying habits.

  M.R.I. divides the country into representative neighborhoods and sends researchers to the zones to conduct a 45-minute interview, with 26,000 people a year, asking them to remember which magazines they have read in the last six months.

  The researchers leave behind a 104-page survey about what sort of television shows people watch, what kind of products they use, and what social or behavioral traits describe them. M.R.I. then tries to adjust its results so they represent the country.

  [But there are accuracy issues] While M.R.I. said Tennis magazine’s readership dropped almost by a third, its subscriptions and newsstand sales rose slightly.

Real real…

At Verve Coffee Roasters, my favorite cafe in Santa Cruz, each cup of coffee comes with a cup insulator hand-tied from a napkin by the person serving it. It’s a nice little touch that makes that cup of coffee seem special and folksy.

and fake real…

AT&T, keepin’ it unreal with a fake photocopied-annotated-and-passed-around-the-office flyer–a piece of marketing collateral that they mailed to my house. (It’s crumpled because I threw it out, then decided to write about it and rescued it from the trash.)

What are companies thinking when they send us stuff like this? Fake real, with its pretensions to authenticity, is even worse than fake.

Related posts:
Quickies: Fake Authenticity
Don’t Brand Me, Bro
This Space Available
Meet the new authenticity

• Is Alain Robert, the "French Spiderman" who ascends skyscrapers, authentic? – The author contacts Christian Beckwith, founder of Alpinist magazine: "'The technical difficulty of what he does is not extraordinary,' he said-but acknowledged an element of sacrilege in his 'shtick." He said, 'The climbers who garner the most respect in the sort of hard-core climbing community are the people who go out an are climbing for the love of it, and they pull off the bitchingest thing anybody's ever done, and they never say a word to anybody.'
  Other prominent climbers asserted that Robert was a member of the community in good standing. 'Climbers tend to say, 'Oh, this is just bogus, it's like a stunt,' and what it is of course, is pretty badass," Ivan Greene said. Alex Honnold: 'I don't have anything particularly inspiring to say about Alain Robert. Except that he's totally badass.' Matt Samet: 'One word: badass.'"

• HERMENAUT: Fake Authenticity: An Introduction – Equaled in fake authenticity only by Restoration Hardware, which sells new-but-old-looking pencil sharpeners and fire irons to people who apparently want to live inside a catalog, The House of Blues doesn't bother to lacquer its walls with old Ebony magazine covers, like the recently deceased bluesman Junior Kimbrough did at his juke joint in Mississippi. Instead, Ackroyd & co. just bought Kimbrough's place as soon as he died and carved it up for cufflinks. That might not be exactly accurate, but it is how you feel when you step inside a HoB. They do sell "outsider art" cufflinks, though. Did you know that HoB has its own curator? who's aggressively acquired for that chain the world's largest collection of outsider art? A questionable category anyway, this kind of painting is freely mixed at the Harvard Square HoB with old signs advertising everything from shoeshines to churches, and faux-aged signs entreating you to "Have mercy & say yeah!" and directing you to the T-shirt display.
• Zara Logue's Contemporary Design class at University of Oregon – This semester's theme is Authenticity. I'll be giving a guest lecture (remotely) on April 29.

IMing recently on Yahoo Chat, I noticed the other-party-status-report telling me the person I was chatting with was “hammering out a wicked comeback.”

Usually, this small gray line of text just says the other person “is typing.”

I wasn’t sure how what I had written would merit “a wicked comeback.” I mentioned it to my conversation partner and found out that one of our IM clients had inserted this snarky turn of phrase into our interaction all by itself.

Doesn’t it make you wonder how often your virtual communication is being framed in a way of which you are unaware–and which may or may not have any real connection to

• what you are communicating
• your personality
• the context of the interaction

Don’t get me wrong–I like that companies are shooting for a more authentic and playful voice. But in this case, the locus of the voice was inappropriate.

Bill Breen wrote in Fast Company:

“Our sense of what’s “real” in this post-postmodern world takes on all kinds of strangely distorted shapes and guises, as if it’s reflected back at us from a swirl of fun-house mirrors.”

When a distinctive voice gets thrown into the mix in a way that makes it seem like part of someone’s personal communication, it’s really that person that’s getting branded, not the company. I don’t want the personality of my software superimposed on my communication.

When tools start speaking for the user, rather than the user speaking through the tools, it just makes communication more difficult.

Related posts:
Meet the New Authenticity
Mundane is the New Fun