H.I. No. 4: Feedback on Feedback: Difference between revisions

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Brady: --that's- that's- that's attention to detail, you know,--
 
Grey: It is, it is, that--
Unknown Speaker 1:10:24
it is anyway, that's why he's a successful guy. Exactly.
 
Brady: Anyway,--
Grey 1:10:30
Yeah, what it was, is that he he made a comment. We were talking once about how the value of positive feedback goes to zero. As you are more and more successful. Yeah. And I don't know if you think that's the case, but he said that and it was like, man, I could not agree with him more strongly when he mentioned that to me.
 
Grey: That's why he's a successful guy.
Brady 1:10:50
Yeah, I mean, it doesn't mean I want no one you know, everyone to stop leaving positive feedback. But I mean, yeah, I mean, you look at you kind of preaching to the choir, right. You After a while in terms of, you know, people watching or watching because they like what you're doing.
 
Brady: Exactly.
Grey 1:11:06
Yeah. And it's it's a, it's very interesting it just just as a little bit of a phenomenon that you have, if you get lots and lots and lots of positive comments, it sounds it does sound weird, but after a while, if you if you have tons of them, they're not necessarily valuable, right? these are these are, like in aggregate, right? individually they are but like, what can you draw from that? It's very hard to say like, there's not necessarily anything actionable in that, right? Whereas negative comments may still contain information for something that you can change or that you can improve upon. And also, the thing is that, you know, negative comments are the ones that just really stick with you sometimes, you know, especially if there is a kernel of truth, a kernel of truth to them.
 
Grey: Um, um,--
Brady 1:11:56
course that's that's the that's the thing, isn't it?
 
Brady: What was he saying to you?
Grey 1:11:59
Yeah. There was, uh, I'll see if I can find it for the description. But there was a little web comic that I saw once where it showed like a guy at work. And he's surrounded by all these little speech bubbles of people saying really nice things about him. There's 20 nice things, and there's one negative thing. And then the second panel is him after work at dinnertime. And the one negative comment is still crystal clear, but all the positive ones have sort of faded away of slightly. And then the final panel is him, you know, it's at nighttime and you can't get to sleep. And the only thing that remains is that negative comments, and all the positive ones have sort of disappeared. And I think that that's partly like what is it was engaged in a statement like positive feedback turns to zero. That like the negative stuff really sticks with you, especially if it if it has some kernel of truth. And you know, that that can be it can be very, very hard to deal with. Sometimes
 
Grey: Yeah, what I was going to say- he- he made a comment, um, when we were talking once about how, um, the value of positive feedback goes to zero as you are more and more successful.
Brady 1:12:49
Have you ever had like a negative comment that still sticks with you now?
 
Brady: Yeah.
Grey 1:12:55
People Yeah, I mean, people can people can leave comments that really do kind of stick with you.
 
Grey: And, I don't know if you think that's the case, but he said that and it was like, "Man, I could not agree with him more strongly", uh, when he mentioned that to me.
Brady 1:13:03
But what what would I want to ask you to personally question I also don't want to encourage people to go and give you a hard time. But yeah, what sort of area of criticism will stick with you more than others? Will it be, you know, I don't like the sound of your voice or your argument is poor or you sound like you must be very ugly. But what are the ones that stick with you?
 
Brady: Yeah.
Grey 1:13:29
I think I think there's a kind of common that I do see on on videos, especially when I'm aware like if it's on a section on Reddit, for example, where people don't know who I am that I would say the one that I'm okay talking about that I see the most is people will say that I sound really condescending in the videos. And that that always gets me because like, why am I like, my whole point is to not be condescending, like I'm I'm sort of assuming that the person watching this video might not know very much about this topic. And I want to, I want to try to be friendly about that. And that is something that I do think about when I'm recording the actual audio for the video is to try to get takes where I'm not. I'm not like being an authority talking down to person. Especially because very often, like, I knew almost nothing about this topic five weeks earlier. And so like I'm by no means an authority. And I've just done a whole bunch of research, but I'm very sensitive to coming off as condescending to people who might not have watched a whole bunch of my videos. So that's a kind of negative comment that I do see repeatedly that I'm aware of and kind of sticks with me
 
Grey: Um,--
Brady 1:14:47
and does affect how I how I work a little bit. I mean, you're always going to have that problem because if you tell people a lot of clever information that they didn't know before Very, very quickly, which is what you do. It makes you appear very intelligent and knowledgeable. And that immediately puts you in a position where you where people will feel that you're being condescending, you're not. And I know you get around it in all those other ways, but you're always gonna, you're always going to struggle with that. Yeah, it's like, like, if someone goes on a quiz show and they happen to know all the answers, like, Well, okay, they know all the answers and people gonna think oh, aren't they know and feel really negatively towards them? I mean, yeah, sorry. I just happen to know the answers. And I've set them quickly.
 
Brady: I mean, it doesn't mean I want no one- you know, everyone to stop leaving positive feedback. But, um, I mean, yeah, I mean, you look at- you're kind of preaching to the choir, aren't you, after a while in terms of, um, you know, people watching or watching because they like what you're doing.
Grey 1:15:35
Yeah. But But I, but that's, I totally agree with that. But it is something that I'm very sensitive towards about. Yeah, thinking of ways to minimize that in the videos in various ways. Yeah. But what I was gonna say is just like I have a couple of other little, little thoughts here and there's Gina who's a Frank is
 
Grey: Yeah. And it- it's- it's, uh, it's very interesting- and just a- just as a little bit of a- a phenomenon that- you have- if you get just like lots and lots and lots of positive comments, it- it sounds- it does sound weird, but after a while, if you- if you have tons of them, they're not necessarily valuable, right? These are- these are- like in aggregate, right? Individually they are, but like, "what can you draw from that?", is very hard to say, like, there's not necessarily anything actionable in that, right? Whereas negative comments may still contain information for something that you can change or that you can improve upon. Um, and also, [laughs] the other thing is that, you know, negative comments are the ones that just really stick with you sometimes, you know, especially if there is a- a- a kernel of truth, uh, a kernel of truth to them. Um,--
Brady 1:15:59
Yeah, I met I met today Frank VidCon. Oh, did you
 
Brady: Of course, that's- that's the- that's the thing, isn't it?
Grey 1:16:05
say Frank for those who may not be aware is sort of the, the father of the modern internet vlog. You know the Have you seen a video where there's a person's face talking at a camera very quickly and they do jump cuts. Like say Frank was the guy who started that back in the day. He's the green brother.
 
Grey: Yeah. And, there- there was a- there was a- I'll see if I can find it for the description, but there was a little web comic that I saw once where it showed, like, a- a guy at work, and he's surrounded by all these little speech bubbles of people saying really nice things about him, there's 20 nice things, and there's one negative thing. And then the second panel is him after work at dinnertime, and the one negative comment is still crystal clear, but all the positive ones have sort of faded away, uh, slightly.
Brady 1:16:23
He's a real hero of the green brothers.
 
Brady: Yeah.
Grey 1:16:24
Yeah, yeah, he used to do this amazing thing called the show, which is so old now in internet terms, but it was just amazing. And then he disappeared mysteriously for a number of years and has recently come back on YouTube. But he did a video which I'll try to find for the description where he was talking about comments on videos on YouTube. And he made an excellent point, which I thought was it was interesting, which is that of course the only people who comment are the people who have a strong reaction to the video or whatever it is you've made in one way or another, right people who really liked it, or really hated it. But pretty much by definition, the people who watch the video and we're kind of met, they're probably not going to leave a comment. Yeah. And so I had, I had not really thought about that. But it's an interesting point that feedback on anything that you put on the internet is, is going to be intrinsically biased in two completely opposing directions. Yeah, you know, people who love it and people who hate it. And I think this is you can also see this just in in any kind of website that has five star rankings where almost all the reviews are either five stars or their one star. And there's almost no three star review. Yeah. Because who is the person leaving the three star review? Yeah, and I, like, kind of liked it.
 
Grey: And then the final panel is him, you know, it's- it's at nighttime and he can't get to sleep, and the only thing that remains is that negative comment, and all the- the positive ones have sort of disappeared.
Brady 1:17:58
change your life for the better Yeah, broke the day you got it. You wanna?
 
Brady: Yeah.
Grey 1:18:02
That's exactly it. It's like, Oh, I kind of liked it. But I think I'll spend 20 minutes writing a review this thing that's kind of like whatever, like nobody does that does that nobody?
 
Grey: Uh, and I think that- that's partly like what is in- what is engaged in a statement like "positive feedback trends to zero", um, that like, the negative stuff really sticks with you especially if it- if it has some kernel of truth, um, and, you know, that can be- that can be very- very hard to deal with, um, sometimes.
Brady 1:18:12
So I think that's just interesting to keep in mind whenever you're looking over feedback of anything that you I mean, that's interesting you bring that up. I mean, I guess there is there is one respect where I, I have to, I hadn't thought of this before, actually. But there is a respect in which I have to follow feedback or interestingly, and you analyze it more than you. And that is the respect in which most of my videos have a third party in them. Who is often someone maybe not used to the kind of exposure you get on these YouTube videos. Yes. And of course, they read the feedback. And I I then have to counsel them in some way. Yes. So that that whole thing about, you know, you're the silent majority It is something I'm always forced to bring up with people when they've read two or three of those comments that are very harsh and will stay in that speech bubble for days. I have to tell them, you know, a million people have watched this video. You know, some of them didn't like it. But yeah, that's that's like 20 people out of a million. And there's a whole bunch that did like it and so but in general, that's, that is the biggest problem of comments for me is that is those third parties who are often who are always almost volunteers. And not the sort of people that put themselves out there for criticism. They're doing me a favor. They're doing the viewers a favor, by lending their expertise and, and knowledge. And suddenly they're exposed to this this harsh world. And you know, I can accept, I can accept that myself. If someone wants to say that I'm a terrible filmmaker or a bad person or have a big nose. So I'm rubbish. I have to accept that I know I've chosen. I've chosen this world, but these other people, I don't think they've chosen it to the same degree. And I feel quite protective of them. Yeah. And it's, it has just very recently reached a tipping point for me, where I'm no, I'm no longer willing to accept it. And particularly with the new comment system and a few other things that have been going on, like it's just become
 
Brady: Have you ever had, like, a negative comment that still sticks with you now?
this become very vicious towards these volunteers. And, you know, so, you know, I can accept if someone says, I disagree with your argument, or I think you made a factual mistake or if they start saying things that are personally offensive or racist, or, you know, or sexual against these volunteers, and I can't police it, you know, I can't police it all because there are so many videos I've just had enough. And so just recently I've I'm experimenting with having the comments to approval, which is a huge rod for my back. I remember when I met with the guys that did the Sesame Street YouTube videos, they do the same thing. Because obviously, lots of kids are on those sites and I'm very aware that schools use my videos to the I don't want the top comment to be some racist attack against the person who's in the video. So I've been experimenting with approving them, and it takes me loads of time. And I'm not particularly sensors in terms of you know, if someone doesn't like the video, like, I'll just take I'll prove that. If they liked the video, I'll check it if they but if they being abusive, you know, I can't have it anymore. Because it also some of these people in the videos, you know, I'm reading it and they've become scared to read the comments. Yeah, because of you know, they're saying Now I won't even look at the comments now it's too hurtful. And I don't want that to happen. I want them to go into the comments so they can enjoy the praise, or they can look at the constructive criticism and think about it. And, you know, I've always really prided the comments section under my videos as a place where debate goes on, you know, it can be it can be vigorous debate, but, you know, a healthy place, and I like the people in the videos to go in there too. And at least read it. Some of them actually engage with it and write comments too, but at least read it and, and be part of it. So those people writing the comments don't feel like they're talking to the void. But it got to a point where that just wasn't feasible anymore. So I've had to, I've gone down this approval route as an experiment for now. And I've never been able to go to the people in my videos and say, Don't worry, don't worry, don't be scared of going into the comments anymore. If someone writes something that is hurt rific I'll try to you know, I'll try to stop. Yes. And if some and, you know, I know we live in a world where free speech is greatly valued, and I greatly value free speech as well, but they can go and do their free speech somewhere else free, not on a video and page that I've created, you know? Yeah. And I'm giving the administration rights that page for various reasons. And you know, if they want to, if they want to have their free speech and say something vicious and horrible about some poor academic who's volunteered their time, go and do it on your own page. Don't don't don't ride the audience that have come to see a video that we've created.
 
Grey: [sigh] People- yeah, I mean, people can- people can leave comments that really do, kind of, um, stick with you. But I--
Grey 1:23:40
Yeah, I mean, I would guess, you know, this is this is a function of audience size. Yes. Right. And so obviously, like as as your videos have gotten more popular, and you have more people subscribed, you can do nothing but expect the average comment quality to go down. It's like It's like a mathematical function like you're almost guaranteed that that is going to be the case that as you widen the pool the discussion quality drops. And you know, when like you say when you bring in some third party who is not necessarily used to that it can be a very upsetting experience and I do think that you know, at least for for YouTube, you know, don't read the comments is not is not is not bad advice and it's partly because the barrier to commenting is much lower you know, so it is it is easier and yeah, it just you're I don't know about you approving the comments because my my only guess is that is your as your channel continues to grow. That fundamental underlying math is not going to be any different. Yeah, right. And like your maybe it's just handleable now, but anyway, It's not it's not I
 
Brady: What's your- what- what's your- what would- well, I don't want to ask you too personal a question, and I also don't want to [chuckles]--
Brady 1:25:01
mean, okay, I need to work on some different solutions. And there are Yeah, there are filters and things you can put in place, but it's just a temporary experiment while I figure out how to protect these people I care about.
 
Grey 1:25:12 [chuckles]
And and the thing, the thing that is the tricky thing with feedback was to get his advice for anybody who makes up on the internet. This is this is advice, like, probably the best advice that I can give about negative feedback, and particularly aggressively negative feedback, but also sometimes the most hard to hard to follow through with it is just do not engage, right you have you have nothing to gain from engaging with extremely negative commenters. But it is also just so, so hard not to do. And I yeah, I don't want to go into any details about what you said like I ran into A very negative commenter on Reddit recently who doesn't like me for personal reasons, you know, doesn't know me but like, you know just hates me. And like, Man, you just want to respond but I literally had to sit there and think like do not engage do not engaged right you have nothing to gain from this except losing your time. But it is it is very frustrating and and i i can see sometimes on the internet that like little little conversations unfold where people will wonder like, oh, why hasn't this prominent person responded about this particular this particular attack on them? And it's like, because the correct answer is do not engage like you just you can't win fighting never start a land war in Asia. Yeah, yeah, that's exactly yeah,
 
Brady: --encourage people to go and give you a hard time, but--
Brady 1:26:47
that's what I say about it.
 
Grey 1:26:48 [laughing] Yeah.
Yeah, yeah. And and like negative and or crazy comments are like a land war in Asia right like, oh, you're not you're not gonna win on this one. Right. There's there's there's no way There's no way to come out.
 
Brady: What- what sort of area of criticism will stick with you more than others? Will it be, you know, "I don't like the sound of your voice" or "your argument is poor" or--
Brady 1:27:01
Yeah, I mean, there are there are lots of reasons to not engage like. One is, you know, it just validates someone who you shouldn't really be validating. Yeah. And but also, like, there's there a stranger. And they, there are lots of people in your life who are important, who should get your time or your light bulbs or whatever you want to give them. But, and there are people who you shouldn't. And they're also they don't know, they don't know you. They don't know anything about you. And you've just got to remember, they're strangers. That's what I always get told. So, whether they're saying whether they're saying you're great and you make the best videos in the world, or they're saying you're terrible, and you're rubbish, and they hate your guts, both of those people they don't know and are not that great. You're not you're not as good as they say, and you're not bad. It's bad as they say, and you just gotta just keep doing What you doing doing what you enjoy?
 
Grey 1:28:01 Um,--
Yeah, yeah, both of those both of those. Both those comments are definitely true that you are not as awesome or as terrible as people say. But it is it is so hard not to read, read the comments sometimes but you know, I do I do value feedback and hearing what people have to say, yes, you know, sort of in particular circumstances and that's why I use Reddit so heavily. For me that works really well and it's a really to see
 
Brady: --"you sound like you must be very ugly"?
Brady 1:28:29
is a really good thing about a job that we get. We get the level of feedback we do, like a lot of people do jobs and no one ever tells them anything about whether they like what they're doing or don't like what they're doing. And we are lucky and we'll sit here winching because it comes with a It comes with a sting in the tail. But overall, overall, I quite like it. I will say one other thing about comments though that just popped into my head. Yeah, drives me crazy. Tell me Brady and that that is inevitably Things will come up in a video like, say, a mistake or something that kind of needs, something that needs addressing or something that someone's noticed. And you There is nothing you could do to stop people commenting on that. If, if you like, clarify something with an annotation, will you write something in the description, or you write a bunch of comments in the comment section yourself to say, look, I realized that this isn't clear or something, you will still have hundreds and hundreds and hundreds of people pointed out as if no one else has pointed it out. Like they just saying it and written it. And it does make me wonder what percentage of people who write comments, even glance at the video description, or the other people's comments before they write something? It might even be a mistake. It might be what is the piece of music you used, that you wrote a comment about and everyone else will say Oh, he's used this piece of music and you put it when you do everything you You can tell that people, it could be in the video burned into the video in big bold letters. And you still have hundreds and hundreds and hundreds of people writing. What was the music? Or do you realize this is wrong or something?
 
Grey 1:30:12 [laughs]
You're wondering who these people are, but I know that I have done this myself. I have definitely sometimes left a comment on something. Only seconds later to see that it was in the description or something. I just feel like a total idiot.
 
Brady: Like, what- what- what are the ones that stick with you?
Brady 1:30:26
I would never I would never. I probably do it all the time. But I would be reluctant to write a comment and put something into writing until I've checked.
 
Grey: I think- I think, um, there's a kind of comment that I do see on- on videos, especially when I'm aware- like if it's on- on a section on Reddit, for example, where people don't know who I am,--
Grey 1:30:34
Yeah, that it's not available. Maybe, maybe maybe you're not as reactionary as the internet. Right. Let the keyboard fly like Hey, buddy, what's this? Like? All right. You told me three seconds later. Okay. I was just looking as a as a final thing here. Right. I'm looking at our our feedback on our own podcast and our star ratings follow exactly. What I was saying before Yeah, so we have at this point 295 five star ratings.
 
Brady 1:31:07 Mm-hmm.
Wow, that sounds impressive.
 
Grey: --um, the- I would say the- the one that I'm okay talking about that I see the most, is people will say that I sound really condescending in the videos. And that- that always gets me because like, boy am I- like, my whole point is to not be condescending, like I'm- I'm- I'm sort of assuming that the- the person watching this video might not know very much about this topic, and I want to- I want to try to be friendly about that, and that is something that I do think about when I'm recording the actual audio for the video is- is to try to get takes where I'm not- I'm not like being an authority talking down to person, um, especially because very often, uh, like, uh, I knew almost nothing about this topic five weeks earlier. And- and so, like, I'm by no means an authority. Um, you know, I've just done a whole bunch of research, but I'm- I'm very sensitive to coming off as condescending to people who might not have watched a whole bunch of my videos. So that's a kind of negative comment that I do see repeatedly that I'm- I'm aware of and kind of sticks with me, um, and- and does affect how, uh, how I- how I work a little bit.
Grey 1:31:09
It does sound I don't have any sense of how now I you know, I like that I have no idea what that but that's an opportunity five five star ratings. And then we have three one star and even just looking at that, right, it's like we have no three star ratings and five four star ratings
 
Brady: I mean, you're always going to have that problem though, because if you tell people a lot of inf- clever information that they didn't know before, very very quickly, which is what you do, it makes you appear very intelligent and knowledgeable, and that immediately puts you in a position where you- where people will feel that you're being condescending. You're not, and I know you get around it in all those other ways, but you're always gonna- you're always going to struggle with that.
Brady 1:31:29
but do you know the only ones I want to read or what the three star ones? That's what I want to read. I want to know what they said.
 
Grey: Yeah, 1:31:37 I am.
That is exactly yeah, right. Like I'm looking at this and like your mind you cannot help it but like my mind is totally drawn immediately to those three one star ratings like what did that person have to say? And
 
Brady: It's like- it's like- like, if someone goes on a quiz show and they happen to know all the answers, like, well, okay, they know all the answers and people gonna think "Oh, aren't they a know-it-all" and feel really negatively towards them. I mean,--
Brady 1:31:53
it's like when you're booking a holiday like it's some amazing resort in the Maldives and it has 10,005 star reviews and One star review. Yeah. And you read the one star review. And they say the service was terrible, terrible. And there were rats. And you're like, Well, I'm not going there. There's no way I'm going to that resort. Thousands of people who were yeah said it was the most wonderful place they've ever been.
 
Grey 1:32:13 Yeah.
Oh, I almost forgot. I almost got I just want to mention this before we before we sign off. This is the thing that the thing that got me started about this whole topic, I forget until the absolute very end. But going back to what you were saying the beginning how you have to trust your own judgment about something. I was looking at the comments for this podcast, and this happened to be on YouTube. So I was curious to see what everybody had to say. And the favorite thing that I came across was two comments, one that was right after another. And so it's this is on on YouTube, and the first one is from a guy called toxis. And he complains his or I should say his suggestion is that he doesn't like the podcast because we don't let the conversation flow naturally. And you know, we're still strictly to our theme, what's his feedback? He doesn't like it. Because we're student to strictly sticking to the theme. Well, he would love today's episode. Yeah. Immediately after, there's a user called unpronounceable. And he has the exact reverse feedback, right? He doesn't like it, because we're just talking about whatever. And you should really have some kind of centralizing theme, right to focus the discussion. And this is, this is the kind of thing that can just drive you crazy on the internet is, is but I love it. I love it that they're literally one right after the other feedback going in just completely opposite direction. I'm a little screengrabs. When that happens,
 
Brady: --"sorry, I just happen to know the answers, and I've said them quickly".
Brady 1:33:39
I collect some comments. I didn't discuss this actually, but I collect some comments for various reasons. One of the main reasons is I often go and give talks to people about YouTube and having a having a nice collection of comments could embed is, you know, quite good for PowerPoint presentations. But whenever I see two side by side like that, I like to Keep them as little like little twin primes or something. They're nice little little treasures. When two people say exact opposite things back to back, you'll find that happens a lot when I do the polarizing videos like something different, like a song or something like that. Yeah, you get this is the best video I've ever seen on the internet. Followed by this is the worst piece of trash.
 
Grey: Yeah. Um, but- but I- yeah, I- but that's- I- I- I totally agree with that, but it is something that I'm just- I'm very--
Grey 1:34:21
You're saying. Yeah, should die. Yeah, those, those pairs are just great. And so we have we have one of those for this one. Excellent. It is. It is both too structured, and not structured enough. Which is why you have to you have to make decisions about what do we how do we fix that? What do we do now? Well, well, here's what I'm going to do right now some and this is also this is also kind of plan I have left us this to last for a very reason. Right? So we have a bunch of reviews from different countries around the world. And so here's the list of places where we have gotten reviews. It's Argentina, Australia, Austria, Belgium, Canada, Denmark, Finland, Germany, Greece, Ireland, Mexico, the Netherlands. Norway, Poland, Saudi Arabia, Sweden, Switzerland, the United Kingdom and the United States. So what I would like, is to get more different countries. I this is This to me is like, Pokemon, right? Like you got to catch them all. I would love to eventually, at some point, have a review from every one of the countries. Yeah, where this podcast can be heard. So if you're hearing if you're hearing the sound of my voice right now, and if you like this podcast, which if you have listened this long, you must like this podcast. And if you are listening this long and you don't like this podcast, I'm very worried. But I'm going to assume anybody who has listened this long, by definition has to be enjoying this podcast. And you are from one of the places that I have not mentioned, I would really like you to go leave a review in iTunes,
 
Brady 1:35:52 Yeah, yeah.
even if it's a one star.
 
Grey 1:35:55 --sensitive--
I'm assuming that people who have listened this long are going to leave positive reviews
 
Brady 1:36:00 Yeah.
I should have put a review in when I was in Vietnam.
 
Grey: --towards about,--
Unknown Speaker 1:36:04
You should have Yes, I guess I'm not sure how that works. That's okay. Okay. But anyway, just out there.
 
Brady 1:36:09 Yeah.
Great has spoken.
 
Grey: --thinking 1:36:11of ways to minimize--
So I want to see, I want to see if we can collect all and I can't. Unfortunately, I can't just tally up how many countries there are. And of course, my own video on the number of countries means it's ambiguous anyway. But there are a bunch of places. So if you can hear my voice and you were not, or you are in a place that was not mentioned, I would love it if you left a review. And maybe next time, I'll follow up and see how many additional places we have gotten since that last time. But I'm gonna say I think this has been long enough, my friend,
 
Brady 1:36:38 Yeah.
I think other I feel like I didn't ask enough questions, and I spoke too much. But I'll, I'll do more questions next time.
 
Grey: --that 1:36:45in the videos, um,--
 
No, it's good. It will be chatting. But you know what people will complain both ways, will get feedback that people loved it and feedback that people didn't like it. And I guess we'll just have to make some judgments about that. See you later. All right, talk again. Bye bye.
Brady: Yeah, yeah.
 
Grey: --in- in various ways.
 
Brady: Yeah.
 
Grey: Um, but what I- what I was gonna say is just, uh, like, I have a couple other- other little- little thoughts here and, you know, there's- Do you know who's a Ze Frank is?
 
Brady: Yes, I- I met- I met Ze Frank at- at VidCon, uh, two years ago.
 
Grey: Oh did you? Ah... um, Ze Frank, for- for those who may not be aware, is sort of the- the father of the modern internet vlog. You know the- if you've seen a video where there's a person's face talking at a camera very quickly and they do jump cuts, like, Ze Frank was the guy who started that, um, back in the day, he's sort of- the--
 
Brady: Yeah, the- the Green brother- he's a real hero of the green brothers.
 
Grey: Yeah, yeah, he used to do this amazing thing called "The Show", which, is so old now in internet terms, but was just amazing. Um, and then he disappeared mysteriously for a number of years and has recently come back on YouTube. Um, but he did a- a- a video, which I'll- I'll try to find for the description, where he was talking about comments on videos on YouTube, and he made an excellent point, which I thought was in- was interesting, which is that, of course, the only people who comment are the people who have a strong reaction to the video, or whatever it is you've made, in one way or another, right? People who really liked it, or really hated it. But pretty much by definition, the people who watch a video and were kind of meh, they're probably not going to leave a comment.
 
Brady: Yeah.
 
Grey: Um, and so I- I had- I had not really thought about that, but it's an interesting point that feedback on anything that you put on the internet is- is going to be intrinsically biased in two completely opposing directions.
 
Brady: Yeah.
 
Grey: You know, people who love it and people who hate it. And I think this is- you can also see this just in- in any kind of- of website that has, uh, five star rankings, um, where almost all the reviews are either five stars or they're one star, and there's almost no three star reviews.
 
Brady: Yeah.
 
Grey: Because who is the person leaving the three star review? Um,--
 
Brady: Yeah.
 
Grey: and I- I- [laughs] right? Like, "Oh, I kind of liked it, eh, I don't know"--
 
Brady: Yeah, it- it either change your life for the better, or--
 
Grey: Yeah.
 
Brady: --broke the day you got it and you want to--
 
Grey: That's exactly it. It's like, "Oh, I kind of liked it. But I think I'll spend 20 minutes writing a review"--
 
Brady: [chuckles]
 
Grey: --"of this thing that's kind of, like, whatever", um, like, nobody does that, right? That's--
 
Brady: Yeah.
 
Grey: --that's nobody. Um, and so it just- I think that's just interesting to keep in mind whenever you're looking over feedback of anything that you have put out there on the internet.
 
Brady: I- uh, I mean, that's interesting you bring that up, I mean, I guess there is- there is one respect where I- I have to- and I hadn't thought of this before, actually, but there is a respect in which I have to follow feedback more interestingly,--
 
Grey: Yeah.
 
Brady: --and you analyze it more than you.
 
Grey: Mm-hmm.
 
Brady: And that is the respect in which most of my videos have a third party in them, who is often someone... maybe not used to the kind of exposure you get on these YouTube videos.
 
Grey: Yes.
 
Brady: And of course, they read the feedback.
 
Grey: Yes.
 
Brady: And I- I then have to counsel them in some way.
 
Grey: Yes.
 
Brady: So that- that whole, um, thing about, you know, you- the silent majority, is something I'm always forced to bring up with people when they've read two or three of those--
 
Grey: Mm-hmm.
 
Brady: --comments that are very harsh and will stay in that speech bubble for days,--
 
Grey: [chuckles]
 
Brady: --I have to tell them, you know, "a million people have watched this video", you know, "some of them didn't like it", but--
 
Grey: Yeah.
 
Brady: "that's- that's like 20 people out of a million, and there's a whole bunch that did like it" so, but in general, that's- that is the biggest problem of comments for me,--
 
Grey: Mm-hmm.
 
Brady: --is that- is those third parties who are often--
 
Grey: Mm-hmm.
 
Brady: --who are always, almost, volunteers,--
 
Grey: Mm-hmm.
 
Brady: --uh, and not the sort of people that put themselves out there for criticism. They're doing me a favor,--
 
Grey: Mm-hmm.
 
Brady: --um, they're doing the viewers a favor by lending their expertise and- and knowledge. And suddenly they're exposed to this- this harsh world. And, you know, I can accept- I can accept that myself, if someone wants to say that I'm a terrible filmmaker or a bad person or have a big nose or am rubbish,--
 
Grey: Mm-hmm.
 
Brady: --I- I have to accept that, uh, you know, I've chosen- I've chosen this world, but these other people, I don't think they've chosen it to the same degree, and I feel quite protective of them.
 
Grey: Yeah.
 
Brady: And it's- it has, just very recently, reached, uh, a tipping point for me, where, I'm no- I'm no longer willing to accept it.
 
Grey: Mm-hmm.
 
Brady: And, particularly with the new comment system and a few other things that have been going on, like, it's just become... vi- it's become very vicious towards these volunteers, and, you know, so- you know, I can accept if someone says, "I disagree with your argument", or "I think you made a factual mistake" or,--
 
Grey: Mm-hmm.
 
Brady: --but if they start saying things that are personally offensive, or racist, or, you know, or sexual, against these volunteers, and I can't police it, you know, I can't police it all because there are so many videos,--
 
Grey: Mm-hmm.
 
Brady: --I've just had enough. And so just recently I've- I'm experimenting with having the comments to approval,--
 
Grey: Mm-hmm.
 
Brady: --which is a huge rod for my own back. I remember, um, when I met with the guys that do the Sesame Street YouTube videos, they do the same thing. Because obviously, lots of--
 
Grey: Yeah.
 
Brady: --kids are on those sites. And I'm a- I'm very aware that schools use my videos too,--
 
Grey: Yeah.
 
Brady: --and I don't want the top comment to be some racist attack against the person who's in the video. So, um, I've been experimenting with approving them, and, it takes me loads of time, and I'm not particularly censorous in terms of, you know, if someone doesn't like the video,--
 
Grey: Mm-hmm.
 
Brady: --well I don't care, I'll just, you know, "tick, I'll approve that". If they liked the video I'll tick it, if they- but if they are being abusive, you know, I- I can't have that anymore.
 
Grey: Mm-hmm.
 
Brady: Because, it also- some of these people in the videos, you know, are- are reading it and they've become scared to read the comments,--
 
Grey: Yeah.
 
Brady: --because of, you know, they'll say "No, I won't even look at the comments now, it's too hurtful". And I don't want that to happen, I want them to go into the comments so they can... enjoy the praise, or they can look at the constructive criticism and--
 
Grey: [sighs]
 
Brady: --think about it, and, you know, I've always really prided the comments section under my videos as a place where... debate goes on, you know, it can be- it can be vigorous debate, but, you know, a- a healthy place, and I like the people in the videos to go in there too and- and at least read it. Some of them actually engage with it and write comments too, but at least read it and- and be part of it, so those people writing the comments don't feel like they're talking to the void. But it got to a point where that just wasn't feasible anymore. So I've had to- I've- I've gone down this approval route as an experiment for now. And, I've now been able to go to the people in my videos and say "Don't worry, don't worry, don't be scared of going into the comments anymore. If someone writes something that is horrific, I'll try to, you know, I'll try to stop it, because"--
 
Grey: Yeah.
 
Brady: And I- and if some- and, you know, I know we live in a world where free speech is greatly valued, and I greatly value free speech as well, but, they can go and do their free speech somewhere else free, not on... a video and page that I've created, you know?
 
Grey: Yeah.
 
Brady: I'm- I'm given the administration rights of that page for various reasons, and, you know, if they want to- if they want to have their free speech and say something vicious and horrible about some poor academic who's volunteered their time, go and do it on your own page.
 
Grey: Mm-hmm.
 
Brady: Don't- don't- don't ride the audience that have come to see a video that we've created.
 
Grey: Yeah. I mean, I think- I- I would guess, you know, this is- this is a- a function of audience size.
 
Brady: Yes.
 
Grey: Right? And so obviously, like, as- as your videos have gotten more popular, and you have more people subscribed, you can do nothing but expect the average comment quality to go down. It's- it's like--
 
Brady: Yeah.
 
Grey: --it's like a mathematical function like you're- you're almost guaranteed that- that is going to be the case.
 
Brady: Yeah.
 
Grey: That as you widen the pool, uh, the discussion quality drops. And, you know, when, like you say, when you bring in some third party who is not necessarily used to that, uh,--
 
Brady: Yeah.
 
Grey: --it- it can be a very upsetting experience and I- I do think that, you know, at least for- for YouTube, you know, "Don't read the comments" is not- is not, uh, is not bad advice, and it's partly because the- the barrier to commenting is much lower, um, you know,--
 
Brady: Yeah.
 
Grey: --so it is- it is easier, and, um, yeah, it just- you're- I- I don't know about you approving the comments, because my- my only guess is that- is your- as your channel continues to grow, that fundamental underlying math is not going to be any different.
 
Brady: Yeah.
 
Grey: Right? And like your- maybe it's just handleable now, but in a year from now,--
 
Brady: Well it's not. It's not, I mean, I need--
 
Grey: [laughing] Okay.
 
Brady: --I- I need to work on some different solutions, and there are--
 
Grey: Yeah.
 
Brady:--there are filters and things you can put in place, but it'- it's just a temporary experiment while I figure out--
 
Grey: Yeah.
 
Brady: --how to protect these people I care about.
 
Grey: Yeah. And- and the thing- the thing that is- is the tricky thing with feedback, uh, which again is advice for anybody who makes stuff on the internet, this is- this advice is like, probably the- the- the best advice that I can give about negative feedback, uh, and- and particularly aggressively negative feedback, but also sometimes the most hard to f- hard to follow through with, and it is just "do not engage", right? You have- you have nothing to gain from engaging with extremely negative commenters. Uh, but it is also just so, so hard not to do.
 
Brady: [chuckles]
 
Grey: Um, and, I- I- I- yeah, I- I- I don't- I don't want to go into any details about- about, well, I just said, like, I ran into, uh, a very negative commenter on Reddit recently who- who doesn't like me for personal reasons, you know, doesn't know me, but like, you know, just hates me.
 
Brady: Mm-hmm.
 
Grey: And, [laughs] it's like, man, you just want to respond, but I literally had to sit there and think, like, "do not engage, do not engage", right? You have nothing to gain from this except--
 
Brady: No.
 
Grey: --losing your time, uh, but it is- it is very... frustrating and- and I- I can see sometimes on the internet that, like, little- little conversations unfold where people will wonder like, "Oh, why hasn't this prominent person responded about this particular- this particular"--
 
Brady: Yeah.
 
Grey: --"attack on them?" And it's like, "because the correct answer is 'do not engage'", like, you just- you can't win--
 
Brady: No.
 
Grey: --fighting among those people.
 
Brady: "Never start a land war in Asia".
 
Grey: [laughing] Yeah! Yeah, that's exactly it.
 
Brady: That's what I say about it.
 
Grey: Yeah.
 
Brady: Yeah.
 
Grey: And- and- and like, negative and or crazy comments are like a land war in Asia, right?
 
Brady: Yeah.
 
Grey: Like, "Oh, you're not- you're not gonna win on this one", right?
 
Brady: No.
 
Grey: There's- there is- there's no way, uh, there's no way to come out, uh, ahead.
 
Brady: Yeah, I mean, there are- there are- there are lots of reasons to not engage, like, um, one is, you know, it just validates someone who... you shouldn't really be validating.
 
Grey: Yeah.
 
Brady: And- but also, like, they're- they're a stranger.
 
Grey: Mm-hmm.
 
Brady: Like, they- there are lots of people in your life who are important, who should get your time or your light bulbs or whatever you want to give them,--
 
Grey: [chuckles]
 
Brady: But,- and there are people who you shouldn't. And, they're also- they don't know- they don't know you, they don't know anything about you. Um, you've just got to remember they're strangers. That's what I always get told, as well.
 
Grey: Yeah.
 
Brady: So, whether they're saying- whether they're saying you're great and you make the best videos in the world, or they're saying you're terrible and you're rubbish and they hate your guts, both of those people, they don't know you.
 
Grey: Yeah.
 
Brady: And you're not that great, you're not- you're not as good as they say,--
 
Grey: Mm-hmm.
 
Brady: --and you're not bad- as bad as they say, and--
 
Grey: Mm-hmm.
 
Brady: --you just gotta- just keep doing what you're doing- doing what you enjoy.
 
Grey: Yeah. Yeah, both of those- both of those, uh, both those comments are definitely true, that you are- you are not as- as awesome or as terrible as- as people say. Um, but, it is- it is so hard not to read- read the comments sometimes, but, you know, I- I- I do- I do value feedback and hearing what people have to say, uh,--
 
Brady: Yes.
 
Grey: --you know, sort of, in particular circumstances, and that's why I use Reddit so heavily.
 
Brady: It- it--
 
Grey: It's like, for me, that works really well and it's very interesting to see.
 
Brady: It is a really- it is a really good thing about our job, that--
 
Grey: Mm-hmm.
 
Brady: We get- we get the level of feedback we do, like, a lot of people do- who do jobs and no one ever tells them anything, about whether they like what they're doing or don't like what they're doing,--
 
Grey: Mm-hmm.
 
Brady: --and we are lucky and we'll sit here whinging because it comes with a- it comes with a sting in the tail.
 
Grey: Mm-hmm.
 
Brady: But, overall, overall I quite like it. I will say one other thing about comments though, that just popped into my head,--
 
Grey: Yeah?
 
Brady: --that drives me crazy,--
 
Grey: [laughs] Tell me, Brady.
 
Brady: --and that- that is, inevitably things will come up in a video like, say, a mistake or some- something that kind of needs- something that needs addressing, or something that someone's noticed. And you- there is nothing you can do to stop people commenting on that. If- if you, like, clarify something with an annotation, or you write something in the description,--
 
Grey: [exhales in amusement]
 
Brady: --or you write a bunch of comments in the comment section yourself to say, "Look, I realize that this isn't clear", or something, you will still have hundreds and hundreds and hundreds of people--
 
Grey: [exhales in amusement]
 
Brady: --point it out, as if no one else has pointed it out. Like,--
 
Grey: Mm-hmm.
 
Brady: --they just seen it and written it. And it does make me wonder, "What percentage of people who write comments even glance at the video description, or the other people's comments before they write something?" It might not even be a mistake. It might be "What is the piece of music you used?",--
 
Grey: Yeah.
 
Brady: --and you wrote a comment about it and everyone else will say "Oh, he's used this piece of music" and you put it the- and you do--
 
Grey: [chuckling]
 
Brady: --everything you can to let people- it could be in the video, burned into the video in big bold letters, and you still have hundreds and hundreds and hundreds of people writing "What was the music?" or "Do you realize that this is wrong?" or something.
 
Grey: You're wondering who these people are, but I know that I have done this myself,- [laughs]
 
Brady: [laughing] Okay.
 
Grey: [laughing] I have- I have definitely sometimes left a comment on something, only seconds later to see that it was in the description or something or other and just feel like a total idiot. Um,-- [laughs]
 
Brady: I would never- I would never- oh, I probably do it all the time, but, I would be reluctant to write a comment and put something into writing until I've checked--
 
Grey: Yeah.
 
Brady: --that it's not available.
 
Grey: Maybe- maybe- maybe you're not as reactionary as [laughing] I can be--
 
Brady: [laughs]
 
Grey: --on the internet, right? Just let the keyboard fly, like, "Hey, buddy, what's this thing?" and then like "Oh right, he told me three seconds later".
 
Brady: Okay.
 
Grey: Um, I was just--
 
Brady: Yeah.
 
Grey: --looking as a- as a final thing here, right? I'm looking at our- our feedback on our own podcast, um,--
 
Brady: Yeah.
 
Grey: --and, our star ratings follow exactly, uh, what I was saying before.
 
Brady: Yeah?
 
Grey: So we have, at this point, 295 five star ratings.
 
Brady: Wow, that sounds impressive.
 
Grey: It does sound impress- I- I- I don't have any sense, really, of how--
 
Brady: No, I got know idea, that could be--
 
Grey: --you know, I'm like, I have no idea what that- but let's just- the- that's the number, 295 five-star ratings. And then, we have three one star ratings.
 
Brady: Right.
 
Grey: And even just looking at that, right? It's like, um, and we have no three-star ratings and five four-star ratings, right? So,--
 
Brady: But do you know what? The only ones I want to read are what the three-star people- the one-star people wrote--
 
Grey: [laughing] But that- yes! That is exactly- yeah!
 
Brady: --that's the only one I want to read. I want to know what they said.
 
Grey: That is exactly it, right? Like, I- I'm looking at this, and like, your mind- you cannot help it but like, my mind is totally drawn--
 
Brady: [giggling]
 
Grey: --immediately to those three one-star ratings, like, "What did that person have to say?"
 
Brady: Yeah.
 
Grey: Um, and,--
 
Brady: It's like when you're booking a holiday, like at some amazing resort in the Maldives, and it has ten thousand 5-star reviews and one one-star review,--
 
Grey: Yeah.
 
Brady: --and you read the one-star review,--
 
Grey: Yeah.
 
Brady: --and they say "the service was tele- terrible, and there were rats",--
 
Grey: [chuckling]
 
Brady: --and you're like "Well, I'm not going there",--
 
Grey: Yeah.
 
Brady: "There's no way I'm going to that resort",--
 
Grey: Yeah.
 
Brady: --despite the thousands of people who were--
 
Grey: Yeah.
 
Brady: --said it was the most wonderful place they've ever been.
 
Grey: Oh, I almost forgot, I almost forgot I- I- I- I just want to- to mention this before we- before we sign off. Um, this is the thing that- the thing that got me started about this whole topic, I- I forget until the absolute very end.
 
Brady: Mm.
 
Grey: Um, but going back to what you were saying in the beginning, how you have to trust your own judgment about something,--
 
Brady: Yeah.
 
Grey: --I was looking at the comments, uh, for this podcast, and this happened to be on YouTube, 'cause I was curious to see what everybody had to say. Uh, and the favorite thing that I came across, uh, was two comments, one that was right after ea- another. Uh, and so it's- this is on, uh, on YouTube, and the first one is from a guy called, uh, "Toxis", and he complains- or his- or I should say his suggestion is that he- he doesn't like the podcast because, um, we don't let the conversation flow naturally, and, you know, we're- we're sticking strictly to our theme, right?
 
Brady: Right.
 
Grey: So this is his feedback, he doesn't like it, because we're stu- too strictly, uh, sticking to the theme.
 
Brady: Well, he'll love today's episode.
 
Grey: [laughing] Yeah, yeah, but immediately after, there's a user called "Unpronounceable", and he has the exact reverse feedback, right? He doesn't like it, because we're just talking about whatever,--
 
Brady: [chuckles]
 
Grey: --and you should really have some kind of centralizing theme, right? To focus the discussion.
 
Brady: There you go.
 
Grey: [laughing] Um, and this is- this is the kind of thing that can just drive you crazy, uh, on the internet is--
 
Brady: Yeah.
 
Grey: --is- but I love it- I love it that they're literally one right after the other, uh, feedback going in just completely opposite directions--
 
Brady: I make little screengrabs when that happens. I collect some comments- oh, I didn't discuss this actually, but I- I collect some comments for various reasons. One of the main reasons is I often, uh, go and give talks to people--
 
Grey: Mm-hmm.
 
Brady: --about YouTube and, having a- having a nice collection of comments, good and bad is, you know, quite good for PowerPoint presentations. But, um, whenever I see two side by side like that, I like to keep them as little, like, like little twin primes or something, they're nice little- they're little treasures when two people say exact opposite things back to back.
 
Grey: Yeah.
 
Brady: I find that happens a lot when I do, um, the polarizing videos like, something different, like a song or something like that.
 
Grey: Yeah.
 
Brady: That's when you get "this is the best video I've ever seen on the internet" followed by "this is the worst piece of trash"--
 
Grey: [laughs] Yes, yes.
 
Brady: --"I've ever seen, you should die"
 
Grey: Yeah, those- those- those pairs are just great, And so we have- we have one of those for this podcast.
 
Brady: Excellent, excellent.
 
Grey: It is- it is both too structured and not structured enough, uh,--
 
Brady: Well,--
 
Grey: --which is why you have to- you have to make decisions eventually.
 
Brady: What do we- how do we fix that? What do we do now? I don't know.
 
Grey: Well- well, here's- here's what I'm going to do right now. So,--
 
Brady: Mm-hmm.
 
Grey: --and this is also- this is also a cunning plan, I have left this- this to last for a very reason, right? So--
 
Brady: Yeah.
 
Grey: --we have a bunch of- of, uh, reviews from different countries around the world. Uh, and so here's- here's the list of places where we have gotten reviews.
 
Brady: Yeah?
 
Grey: It's Argentina, Australia, Austria, Belgium, Canada, Denmark, Finland, Germany, Greece, Ireland, Mexico, the Netherlands, Norway, Poland, Saudi Arabia, Sweden, Switzerland, the United Kingdom and the United States. So what I would like is to get more different countries, right? This is- this to me is like, Pokemon, right? Like, you gotta catch them all. I would love to eventually, at some point, have a review from every one of the countries,--
 
Brady: Yeah.
 
Grey: --where this podcast can be heard.
 
Brady: Aw...
 
Grey: So if you're hearing- if you're hearing the sound of my voice right now, and, if you like this podcast, which if you have listened this long,--
 
Brady: [giggles]
 
Grey: --you must like this podcast. And if you are listening this long and you don't like this podcast, I'm very worried. Um, but I'm going to assume anybody who has listened this long, by definition has to be enjoying this podcast, and you are from one of the places that I have not mentioned, I would really like you to go leave a review in iTunes.
 
Brady: Even if it's a one star?
 
Grey: I'm assuming that people who have listened this long are going to leave... positive reviews.
 
Brady: I so should have put a review in when I was in Vietnam.
 
Grey: Uh, you should have, yes, I guess.
 
Brady: I'm sorry.
 
Grey: I'm not exactly sure how that works, that's okay.
 
Brady: Okay, but--
 
Grey: Um,--
 
Brady: --anyway,--
 
Grey: But yeah,--
 
Brady: --the message out there, Grey has spoken.
 
Grey: So I want to see- I want to see if we can collect all of- and I can't- unfortunately, I can't just tally up how many countries there are, and of course, my own video on the number of countries means it's--
 
Brady: Yes.
 
Grey: --it's ambiguous anyway, but--
 
Brady: Yes.
 
Grey: --but there are a bunch of places, so if you can hear my voice, and you were not- or you are in a place that was not mentioned, I would love it if you left a review, and, uh, maybe next time, I'll follow up and see how many additional places we have gotten since that last time, uh, but I'm gonna say, I think this has been long enough, my friend.
 
Brady: I think, although I feel like I didn't ask enough questions, and I spoke too much. But,--
 
Grey: [giggles]
 
Brady: --I'll, I'll do more questions next time.
 
Grey: [laughing] No, it's good, it- we'll- we'll- we'll be chatting, but you know what? People will complain both ways, we'll get--
 
Brady: Yeah.
 
Grey: --feedback that people loved it, and feedback that people didn't like it, and, I guess we'll just have to make some judgments about that.
 
Brady: See you later, mate.
 
Grey: All right, talk again.
 
Brady: Bye.
 
Grey: [laughing] All right, bye.
 
==Episode List==