blogs Archives — Award-winning Creative Agency in Singapore | Salt Creatives Pte Ltd Award-winning Creative Agency in Singapore Fri, 15 Oct 2021 10:20:17 +0000 en-US hourly 1 https://saltcreatives.com/wp-content/uploads/2021/04/cropped-fav-icon-32x32.png blogs Archives — Award-winning Creative Agency in Singapore | Salt Creatives Pte Ltd 32 32 Using social media amidst the Covid-19 pandemic: An antidote or toxin? https://saltcreatives.com/using-social-media-amidst-the-covid-19-pandemic-an-antidote-or-toxin/#utm_source=rss&utm_medium=rss&utm_campaign=using-social-media-amidst-the-covid-19-pandemic-an-antidote-or-toxin https://saltcreatives.com/using-social-media-amidst-the-covid-19-pandemic-an-antidote-or-toxin/#respond Fri, 23 Jul 2021 04:15:00 +0000 https://saltcreatives.com/?p=20748 With COVID-19 restrictions forcing everyone indoors, more people are turning to social media to fill up their time. In this article, we analyse if social media serves as a welcome distraction…

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With COVID-19 restrictions forcing everyone indoors, more people are turning to social media to fill up their time. In this article, we analyse if social media serves as a welcome distraction and even a valuable educational tool, or a platform for bullies to strike and a fuel for mental health issues.

The Good

Health Education (Mental health)

Healthcare authorities have cleverly taken to social media platforms such as TikTok to disseminate entertaining, bite-sized tips on topics ranging from dental care to mental health. Even Gov.sg had recruited a team at the Ministry of Communications and Information (MCI) to combat COVID-19 misinformation. Andrea Chan, Touch Mental Wellness’s assistant director, observes astutely that the interactive nature of these platforms has allowed them to provide tangible support to young users by directing them to fully-funded counselling programmes, as well as assurance that they were not alone. This has in part helped to destigmatise mental health. It’s also not uncommon to see mental health awareness accounts pop up on Instagram, and last month Facebook had launched a suite of emotional health resources for its users to support those struggling with financial stress, coping with grief and loss, etc.

Credits: Gov.sg/TikTok

If you need tips on how to take care of your mental and physical health during this lockdown period, you may follow Family Central on their social media accounts:

Instagram: https://bit.ly/3rbuzoA

Facebook:  https://bit.ly/3B8RCVR

Health Education (Vaccination)

At the same time, discretion has to be exercised when consulting online sources, especially when there are unsupported claims or isolated cases of vaccine injury and death floating around in cyberspace as well. Ascertaining legitimacy via rigorous fact-checking and establishing authorial credibility are two steps every responsible netizen should commit to taking before sharing news of such nature e.g. Ministry of Health , World Health Organisation. Government initiatives such as engaging social media campaigns are also being rolled out to encourage citizens to go for their vaccinations. Actor Gurmit Singh has reprised his much-loved TV character, Phua Chu Kang, in a song advocating for Covid-19 vaccines. Similarly, Gov.sg, the official online communication platform of the Singapore Government, has also released a catchy rap titled ‘Let’s test, let’s trace, let’s vaccinate’ starring familiar homegrown talents such as actor Mark Lee and rapper Yung Raja.

Credits: Gov.sg/YouTube

The BAD

Mental Health Epidemic

While many are picking up valuable tips on keeping safe and healthy on social media, the COVID-19 pandemic has shed light on pre-existing—and even exacerbated—a slew of mental health issues. In Singapore, counselling centres have seen a higher number of youths who are battling self-esteem issues due to higher social media usage. If we break it down by numbers, we also observe differences in how groups of youth perceive social media vis a vis their self-identity: Millennials treat their Instagram profile as a visual diary, but Gen Z youth craft their profiles such that it becomes an extension of their identity. It’s also natural to think that this is an opportune time for creators to thrive, but that couldn’t be further from the truth. Burnout has plagued social media influencers, especially for those who rely on content creation as their main source of income. Their popularity, denoted by the number of likes and followers, is quite literally what makes or breaks them. Mr Josh Ostrovsky, an Instagram creator famously known as The Fat Jew, highlights the fierce competition: “Eventually there will be too many influencers [and] the market will be too saturated.” While it takes seconds to set up an account, a neatly spliced 15 second video may involve days of behind-the-scenes labour, with little to no assurance that the content that they publish will be well-received. Additionally, with the (toxic) ‘name and shame’ fan culture on the rise, influencers face the added pressure of putting out a consistently agreeable public image, lest they face backlash and hate.

The Ugly

Bullies, Inappropriate Content and Racism

Online bullying is sadly not a new phenomenon. Back in 2012, Amanda Todd, a victim of cyberbullying, posted a pre-suicide video which went viral, accumulating over 14 million views. Now on TikTok, there are trolls and bullies liking posts of people who are disabled or not good-looking, for example, as a way to mock them and help their posts go viral.

Credits: TheSomebodytoknow/YouTube*

Before taking her own life, Amanda Todd uploaded a video of being bullied throughout her life.

*Warning: This video contains content identified by the YouTube community as inappropriate or offensive to some audiences. Viewer discretion is advised.

There are also concerns that such platforms could be exploited by paedophiles as tools for sexual grooming. While social media companies like Instagram are rolling out ‘kid-friendly’ versions, critics argue that children can easily lie about their age and still hop onto the regular platform to access age-inappropriate content.

Another concern is the perpetuation of discriminatory comments. Live drop-in audio-based social media app Clubhouse may have gained traction in the recent months, but it has been called out for being a breeding ground for racism and misogyny due to little to no moderation. In my short-lived experience there, a speaker was handed a warning that he was “perpetuating the stereotype of a white man speaking over people of colour”.

Online Vigilantism

Members of Facebook groups like SG Covidiots and SG Dirty Fella call out offending acts, such as people who are not donning masks, gathering in large groups and failing to abide to safe distancing rules. However, this is done not entirely out of social responsibility, but at times to “name and shame a variety of individuals from young to old.” In particular, Phoon Chiu Yoke, 53, faces seven charges (and 14 new charges) over her failure to wear a mask at several public places, spawning unflattering Internet memes. While Phoon’s actions went against the law and deserves to be called out, her public shaming may have also gone too far.

Credits: TODAY/Ili Nadhirah Mansor

Phoon Chiu Yoke seen leaving the State Courts on Jun 15, 2021.

By way of counteracting such incendiary remarks, another group named SG (not) Covidiots, invites users to “spread positivity and solidarity” instead of engaging in public shaming. Dr Jiow Hee Jhee, Digital Communications and Integrated Media programme director at the Singapore Institute of Technology (SIT) highlights that there are donations and mass shows of support for various groups during the pandemic. “If you see your friends or family (engaging in online vigilantism), you should talk to them about it and recommend some of the proper channels to address their concerns.”

Using the scale below as a gauge, how would you rate your mental health in the past few months?

If you have scored below 5, it may be a sign that you should reach out for help.

1 2 3 4 5 6 7 8 9 10
Unable to function normally Healthy

You don’t have to struggle alone.

Contact Family Central at the following hotlines to seek help:

National Care Hotline: 1800-202-6868
(8am-12am daily, from 1 Sep 2020)

Mental Well-being
• Fei Yue’s Online Counselling Service
• Institute of Mental Health’s Mental Health Helpline (6389-2222)
• Samaritans of Singapore (1800-221-4444)
• Silver Ribbon Singapore (6385-3714)

Ong Hui Wen

About the author

Ong Hui Wen​

Copywriter

From creative content to technical pieces, I craft compelling copy based on a clear understanding of audience needs to surpass content marketing business KPIs. 

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Should you stop advertising on Facebook? https://saltcreatives.com/should-you-stop-advertising-on-facebook/#utm_source=rss&utm_medium=rss&utm_campaign=should-you-stop-advertising-on-facebook https://saltcreatives.com/should-you-stop-advertising-on-facebook/#respond Mon, 19 Apr 2021 10:00:47 +0000 http://demo.qodeinteractive.com/bridge4/?p=5 As of mid-July, more than 750 businesses have boycotted the social media giant, including household names such as Adidas, Ford and Unilever.

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HOW THE BOYCOTT BEGAN
As of mid-July, more than 750 businesses have boycotted the social media giant, including household names such as Adidas, Ford and Unilever. Facebook has since lost approximately $7 billion in advertisement revenue, 400 of its employees have taken part in a virtual walkout (with at least one public resignation), and its founder Mark Zuckerberg is reportedly less popular than Donald Trump now. Arguably, it all began when Trump was elected into the White House in 2016 and started establishing a strong social media presence. From laughable misspellings to troubling tweets, his poor choice of words was no stranger to any digital citizen.

But all hell broke loose when Trump posted ‘when the looting starts, the shooting starts’, an incendiary comment which appears to given the ongoing Black Lives Matter movement—an activist group which has taken to the streets to protest for the rights of blacks against the backdrop of racially motivated police brutality. In (non) response, Facebook took a hands-off approach and left his controversial post up. For most, this was not a matter of political incorrectness, but the violation of human rights. Sportswear conglomerate Adidas has released a firm statement: “Racist, discriminatory, and hateful online content have no place in our brand or in society. As we focus on better practices within our company and communities to ensure lasting change in the fight against racism, Adidas and Reebok will also pause advertising on Facebook…”. Should YOU then stop advertising on platforms that have made controversial decisions and by extension, exposes its questionable values?

JUMPING ON THE ‘CANCEL CULTURE’ BANDWAGON… BUT AT WHAT COST?
From the strong cancel culture within the YouTube community to local reality TV show producer Clicknetwork’s decision to drop controversial influencer Xiaxue from their network, we can clearly see that businesses are increasingly pressurised by consumers to take a stand on issues which they may not have been confronted with in the past. But in the bid to call out brands for their questionable positioning, have we forgotten the purpose of doing so? How effective is this in triggering an ideological shift or policy change for the brand in question? Despite the increasing multitude of disapproving voices (and declining stocks), Zuckerberg has refused to either remove or restrict the appearance of his post on feeds, maintaining that Trump’s posts ‘do not violate any policy’, and has even reportedly spoken to the president about them. What about the very companies who have participated in the boycott? We can’t disregard the fact that they have their own dark past to face up to as well (which renders their boycott a little hypocritical). For instance, when Unilever announced its Facebook boycott, some had criticised the company as upholding double standards as it had previously released a skin whitening product line. It also seems like this move is merely temporary in nature—and it’s not because they’re giving Facebook time to turn over a new leaf. Whether this will really affect Facebook’s business in the long run remains debatable, especially when there are 76% of small and medium businesses who cannot afford to lose Facebook as an advertising platform. Furthermore, do consumers really care if a brand cuts off working ties with Facebook? A study has shown that less than a third of consumers are aware of the boycott and more than 70% had not formed an opinion on the #StopProfitForHate campaign (which has catalysed the boycott). When all is said and done, it seems that ‘cancel culture’ is more toxic than purging in nature. Just watch Black Mirror’s “Hated In The Nation”1 for a hauntingly realistic dystopian twist.
WHAT YOU SHOULD CONSIDER AS A MARKETER
As a marketer, can you really afford to lose Facebook? A 2015 study has shown that Facebook is influencing 52% of consumers’ online and offline purchases, up from 36% in 2014. This is no small figure that can be simply overlooked or compensated by aggressive advertisement on other platforms. Perhaps what is worth analysing is the demographics of your target consumers. The same study reveals that Gen Z consumers are the most supportive of group for the boycott. If your loyal customers belong to that age range, perhaps it’s worth taking a stand in a measured fashion without alienating your other customer segments or jeopardising your long-term marketing strategy. Boycotting is not the only possible action and its extreme nature spells an impending major backlash. Brands can alternatively use the platform under fire to put forth their own values and reinforce what they stand for (and against what Facebook appears to champion. Although Unilever has boycotted Facebook as well (amongst other social media platforms), its marketing boss has admitted that “Conversations, not boycotts, is the way to fix social media.” So, who can hold social media platforms accountable for enabling divisive content? For one, the UK government has laid down a penalisation act. In the US, Google and Facebook had evaded any sort of accountability for enabling terrorist-related content by evoking the executive order on preventing online censorship. In Singapore, turning to organisations such as Protection from Online Falsehoods and Manipulation Act (POFMA) may be a more productive form of seeking redress. Regardless, this large-scale Facebook boycott has also served as a wake-up call for other brands to exercise greater sensitivity when looking at their branding and associated values. Next up, we will be taking a closer look at the ever-evolving cultural landscape of our world, and how this has implications on branding that is perceived to be inherently racist.
So, who can hold social media platforms accountable for enabling divisive content? For one, the UK government has laid down a penalisation act. In the US, Google and Facebook had evaded any sort of accountability for enabling terrorist-related content by evoking the executive order on preventing online censorship. In Singapore, turning to organisations such as Protection from Online Falsehoods and Manipulation Act (POFMA) may be a more productive form of seeking redress. Regardless, this large-scale Facebook boycott has also served as a wake-up call for other brands to exercise greater sensitivity when looking at their branding and associated values. Next up, we will be taking a closer look at the ever-evolving cultural landscape of our world, and how this has implications on branding that is perceived to be inherently racist.

1″Hated in the Nation” is the sixth and final episode of the third series of British science fiction anthology series Black Mirror. Written by series creator and showrunner Charlie Brooker and directed by James Hawes, it premiered on Netflix on 21 October 2016. The episode is a murder mystery, and follows Detective Karin Parke (Kelly Macdonald) and her new partner Blue Coulson (Faye Marsay) who, together with the help of National Crime Agency officer Shaun Li (Benedict Wong), try to solve the inexplicable deaths of people who were targets of social media.

Ong Hui Wen

About the author

Ong Hui Wen​

Copywriter

From creative content to technical pieces, I craft compelling copy based on a clear understanding of audience needs to surpass content marketing business KPIs. 

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Who Even Approved These Offensive Advertisements? https://saltcreatives.com/who-even-approved-these-offensive-advertisements/#utm_source=rss&utm_medium=rss&utm_campaign=who-even-approved-these-offensive-advertisements https://saltcreatives.com/who-even-approved-these-offensive-advertisements/#respond Mon, 19 Apr 2021 08:17:01 +0000 http://saltcreatives.com/?p=18774 Whether it’s Audi’s sexist ad or Singapore’s very own brownface blunder, there has been much furore over various advertisements in recent years.

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What’s The Big Deal?
Whether it’s Audi’s sexist ad or Singapore’s very own brownface blunder, there has been much furore over various advertisements in recent years. Our recently conducted online poll has similarly revealed that more than ¾ of our respondents (out of 116) have seen discriminatory or offensive advertisements before. We’re also witnessing many businesses revoke their controversial branding decisions, sometimes even before any public backlash hits them. As much as we would like to attribute their seeming civic consciousness to a deeper understanding of stereotypes and microaggressions, it’s also thanks to a heightened fear of being called out, cancelled and boycotted— just as what had happened with Facebook. There’s almost no excuse for advertisers to claim ignorance in this information age, even when it’s a case of the West propagating Eastern stereotypes and vice versa. Or are we simply living in an age where consumers are just too caught-up in their own self-righteous rhetoric? Are there any tangible consequences to such ads?
Distasteful Advertisements, Disgruntled Netizens
To highlight the effectiveness of their product, Chinese laundry detergent brand Qiaobi had posted a video of a Chinese woman forcing a Black man into a washing machine, only to pull out a fair-skinned Asian man at the end of the washing process with a grin on her face. The shockingly racist nature of the ad was picked up by netizens around the world, who left various heated comments online, with one incredulous user stating: “My lord. Do Chinese marketing people not have any racial education?
“We meant nothing but to promote the product, and we had never thought about the issue of racism,” a spokesman for Leishang cosmetics company, producer of the detergent, told China’s Global Times. “The foreign media might be too sensitive about the ad.” (Although this was quickly followed up by a full apology.) You don’t have to look too far to tell that his nonchalant response is reflective of the Chinese masses’ attitude towards the insensitive advertisement. Racial blindness towards Black people is common, where there is close to zero African immigration. A lack of exposure to another culture has rendered them incapable of recognising discriminatory subtexts. In general, racial sensitivity is especially difficult to achieve in Asia, especially when beauty standards are conflated with defining racial markers such as skin colour. In many Asian regions, “whiteness has been portrayed as something higher on the power hierarchy,” Yiu-tung Suen, an assistant professor of gender studies at the Chinese University of Hong Kong has said. For the longest time, cosmetics brands have been profiting off creams and lotions which promise a lighter skin tone. Hence, it’s not too surprising that Chinese citizens have viewed the ad as nothing beyond comic relief. But even in a diverse society such as Singapore, where various parties were involved in a brownface ad for an e-payment service, the lapse in judgment was not picked up on by the local statutory board which regulates and approves advertisements. The Info-communications Media Development Authority (IMDA) has stated: While the ad did not breach the Internet Code of Practice, it was done in poor taste and had caused offence to minority communities.” This too highlights the need to revise the standards on prohibited materials that IMDA has always upheld. Along with such racially charged ads are also body-shaming ads that promote unrealistic beauty standards, and sexist ads that bring us back to the good ol’ days where women are solely valued for their attractiveness or homemaking skills. Our poll corroborates this— the top 3 discriminatory ads that people see are related to issues of racism, lookism and sexism.
When Ideals Turn Into Discrimination
Other than ruffling feathers, what sort of detrimental consequences do these ads leave, especially on impressionable young minds? In 2002, 25 studies revealed that girls under the age of 19 feel significantly worse about their bodies after viewing images of slim women in mainstream media. Another recent meta-analysis of 25 studies found that media images are linked to body dissatisfaction, lower self-esteem, and excessive exercising in men. Advertising has gone beyond selling a product— it’s now pushing a certain type of lifestyle. Teenagers should also exercise discretion – and be educated on – the perils of falling prey to ads which idealise a certain body type, appearance or lifestyle. But let’s step into the shoes of marketers for a hot minute. Is there any other way for them to push their products without using such inherently discriminatory stereotypes to appeal to people’s ideals? Airbrushed photos of glamorous models have proven to be effective in catching people’s attention and portraying their brands and selling their products. Would brands risk this tried and tested approach for a more inclusive representation? One such brand who has strived to do so is Dove. Their beauty campaigns which feature women with curvy bodies and freckled cheeks—and they have been wildly successful thus far, enjoying a 700% increase in sales.
Once Bitten, Twice Shy
Just how forgiving are consumers when brands make such missteps? This survey reveals that it really depends on who you are and where you live: The cancel culture behaviour is most prominent amongst the younger generations, with 88% of Gen Z saying they were more likely to act negatively towards a brand they disagreed with. Alison DaSilva, the Managing Director of Purpose & Impact at Zeno Group, has observed: “Gen Z’s number one ambition is to build a better world through the strength of collective action. Those brands that do not put authentic and actionable purpose at their core risk losing one of the most influential youth generations on the planet”. Such an inclination is also stronger in Asian countries (China, 92%; Malaysia, 91%; Singapore, 89%). In the West (United States, Canada, France), consumers were slightly more forgiving of brands when they are disappointed—a surprising result considering the masses’ markedly liberal stance on socio-political issues. Since a strict adherence to societal norms in Asian societies is highly valued, this perhaps stems from the characteristically Eastern mode of punitive justice—public shaming culminating in the form of a collective boycott. What kind of steps do the respondents of our poll think companies should take for them to consider supporting such brands again? 50.9% answered ‘No’ when asked if they would consider buying products/services from a brand which has put out insensitive/discriminatory advertisements. Clearly, it’s not that easy to bounce back from such disgraceful ads. Nevertheless, 78.4% has stated that the best response is to ‘Make known publicly the steps that they will take to stem out discriminatory practices in the future’, followed by a retraction of the offensive advertisement and a public apology.
The Final Act
The major public backlash against such ads highlight the need for brands to establish a non-discriminatory position which they can commit to in their advertisements and publicity efforts. Ideally, their staff across the board should also be educated on their established position before communicating a committed brand value, rather than being a show-piece. Part of the problem could also stem from the lack of diversity at upper management levels in the industry, fostering a fatal groupthink mentality that may have led to such faux pas. To counteract this, companies like HP and General Mills have taken action to hire a more diverse pool of marketers. In 2016, HP’s then chief marketer, Antonio Lucio sent letters to his five agencies demanding they “radically improve the percentage of women and people of colour in leadership roles”. He has also shared that of the 1,000 marketers that the multinational hardware company employs, 55% are women, and at manager level the female contingent stands at 43%. Whether brands are revamping their image to make a genuine stand against discrimination or to save themselves from controversy, it’s a step in the right direction towards a more gracious and culturally sensitive society.
Ong Hui Wen

About the author

Ong Hui Wen​

Copywriter

From creative content to technical pieces, I craft compelling copy based on a clear understanding of audience needs to surpass content marketing business KPIs.

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Clicknetwork drops Xiaxue: Cancel Culture or Social Justice? https://saltcreatives.com/clicknetwork-drops-xiaxue-cancel-culture-or-social-justice/#utm_source=rss&utm_medium=rss&utm_campaign=clicknetwork-drops-xiaxue-cancel-culture-or-social-justice https://saltcreatives.com/clicknetwork-drops-xiaxue-cancel-culture-or-social-justice/#respond Mon, 19 Apr 2021 07:20:29 +0000 http://saltcreatives.com/?p=18709 Is 'cancel culture' a growing problem for brands? What lessons should marketers and brands take away from the recent Xiaxue saga?

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3 Major Lessons Marketers should take away
xiaxue cancel culture
In late July, prominent local influencer Xiaxue was removed by the producer of her long-running YouTube show as the scheduled host for an upcoming video series. Clicknetwork TV had taken issue with a scathing series of Instagram stories she had posted two weeks earlier, during the lead-up to Singapore’s 2020 General Election, in which she accused the opposition’s candidate for Sengkang constituency, Raeesah Khan, of fanning racist sentiments and poisoning national politics. Xiaxue had denounced Ms Khan’s candidacy after learning that the social activist had criticised Singapore’s judiciary and law enforcement for allegedly discriminating against the country’s racial minorities. To her many fans and critics alike, Xiaxue’s reaction was not particularly astonishing: she had long been known for her stridently outspoken views on trending topics, and willingness to double down on contentious positions. But this time her denunciation of Ms Khan sparked a particularly ferocious backlash, which saw outraged netizens seek out and pressure businesses she had fronted marketing campaigns for to end relations with her. An online petition calling for Xiaxue to be punished for “seditious content” collected more than 27,800 signatures, while #punishxiaxue became a top trending hashtag on social media, reaching the number one spot on Twitter in Singapore. Xiaxue later admitted that the blowback she received this round was unlike anything she had previously experienced. What was the reason for this – is the rise of ‘cancel culture’ upon us? And, if so, what does this mean for the future of marketing?
Cancel Culture: The New Face of Consumer Activism
In an IGTV post following the incident, Xiaxue pinned the blame on a cultural shift in the way individuals, as consumers, react to businesses (and public figures) whose actions they find objectionable. Previously, consumer disapproval was limited mainly to personal boycotts – avoiding purchases of the offending company’s products – and the dissuasion of social contacts to do the same. But today, collective lobbying for the offending company’s business partners and sponsors to sever commercial ties – and deliver a more punitive financial blow – has become common. And it is the spread of this sharpened form of consumer activism that has given rise to the term ‘cancel culture’.
xiaxue cancel culture
Businesses thrive on relationships; being ‘cancelled’ can mean the loss of valuable partnerships

This article neither defends nor opposes such consumer action, but instead accepts it as part of the new reality that marketers must adapt to. Indeed, the rise of ‘cancel culture’ or ‘woke’ consumers is not unconnected from trends like the growing demand for environmentally sustainable products, and ethical manufacturing processes involving fairly paid workers rather than exploited child labour. They all reflect a broader trend towards morally engaged consumerism, insofar as the identification with certain moral standards avowedly drives such consumer behaviour. Whether one feels such actions and standards are misguided or enlightened is beside the point.

How then can brands thrive in this brave new world of the activist consumer? By closely examining key aspects of the Raeesah Khan-Xiaxue-Clicknetwork TV controversy and its aftermath, we can draw out 3 major lessons for marketers.

1) Authenticity vs Duplicity: The Importance of Being Earnest
Build trust with morally engaged consumers by working with talents who share your vision – not just the same target audience.
The first aspect of this saga which bears reflection is the strongly divided responses towards Clicknetwork’s move to drop Xiaxue from an upcoming production, as a rejection of the “divisive” manner in which she had delivered her opinions. While many netizens lauded the move, many others condemned it as hypocritical. A recurring view was that the production house had always been aware of Xiaxue’s brazenly opinionated comments online, and had engaged her in the first place because of rather than despite this. While it was unclear if netizens who decried Xiaxue’s dismissal necessarily agreed with the manner or substance of what she said, they clearly respected her for being authentic and speaking her mind. As such, they viewed Clicknetwork’s decision as an abandonment of the controversial influencer at the very moment her commercial value to them had turned into a liability. Conversely, netizens who supported Xiaxue’s removal viewed her characterisation of Ms Khan as a divisive racist to be gratingly self-righteous – given her own history of parading provocative statements on social media, which included painting an entire migrant ethnic group in Singapore as molesters and sexual predators. For many outraged netizens who had reached out to Xiaxue’s clients to ‘cancel’ her, the vocal influencer was simply being duplicitous.
xiaxue cancel culture
Who is the real Xiaxue – candid vlogger or opportunistic provocateur?
Thus, despite the opposing views towards Clicknetwork’s decision, common across them was a concern with consistency – whether in the way Clicknetwork ought to have stood by Xiaxue, having long profited from her loudmouth personality, or whether Xiaxue, having all but called for Ms Khan’s election candidacy to be withdrawn for raking up social division, should face similar consequences for acting in the very manner she was condemning. Accordingly, what can brands keen on building a reputation for being consistent and trustworthy do? For one, when engaging influencers and talents, it’s vital that brands go beyond scrutinising whether that personality’s following/appeal aligns with the kind of audiences they are targeting. Marketers need to have deeper discussions with talents to understand the values they cherish, and whether these values are consonant with their brand vision, prior to inking any contractual agreement. But even when such an alignment has succeeded, brands need to remember that every influencer they engage remains a freelance talent, who continues to build their appeal by expressing a variety of personal opinions that may invite controversy from time to time. As such, it is prudent that brands actively establish clear boundaries between the views they hold and the personal views held by their influencers, and communicate this distinction (or congruence) clearly when controversy arises, to safeguard consumer trust in the long term.
2) Marketing is the Stuff of Dreams and Better Tomorrows
Be empathetic to issues of social inequality and justice to connect with morally engaged consumers yearning for a fairer future.
The second aspect of this saga which bears reflection is what the target of Xiaxue’s criticism, Raeesah Khan, fundamentally represents. As a triple minority – an ethnically Malay woman and member of Singapore’s tiny political opposition – Ms Khan was the quintessential underdog. Moreover, two developments in the lead-up to polling day further cemented the sympathies she quickly attracted. The first development related to the way her two controversial Facebook posts, published way before the election season, were dug out of obscurity only days before campaigning was due to end. Screenshots were first exhibited in Facebook pages supporting the ruling party, complete with incriminating captions charging her of inciting social division along racial lines (a style=”text-decoration:underline;” criminal offence in Singapore). This gave Ms Khan little time to explain the context of her evidently reactive posts, and address these politically damaging characterisations. At the same time, outside cyberspace, police reports were lodged against Ms Khan. One day later, the police opened investigations against her for “an offence of promoting enmity between different groups on grounds of religion or race under Section 298A of the Penal Code”. This meant that Ms Khan now faced the prospect of disqualification from being a Member of Parliament, should she be convicted. Additionally, her position as the sole – and mandatory – minority race member of her party’s fielded team in Sengkang Group Representation Constituency (GRC) meant that her potential replacement was not likely to be easy. For many of Ms Khan’s sympathisers, there seemed to be a concerted attempt to undermine her party’s electoral chances in Sengkang.
Keeping a safe distance: GE2020 candidates for Sengkang GRC meet on the campaign trail
The second development related to the criminal offence she was investigated for. Ms Khan had levelled serious allegations about the partiality of Singapore’s criminal-justice system, after observing how people of different racial and religious backgrounds appeared to be treated in different ways. But she was initially investigated for inciting racial division, not scandalising the judiciary. Yet, Ms Khan’s posts had resonated with many of her supporters precisely because they spoke to their wider experience of racial inequality, privilege and discrimination in Singapore, despite the country’s much lauded harmony of races and religions. Given that the ruling party’s presumptive choice of next prime minister had alluded to much the same point, when he asserted that older Singaporeans were not ready for a minority race PM, sympathisers of Ms Khan saw her police investigation for being racially divisive as an attempt to silence critical comments about this uncomfortable facet of Singaporean society. Thus, when Xiaxue branded Ms Khan a “racist” and unfit for parliamentary service, much of the unusually large backlash that ensued can be boiled down to widespread perceptions that the influencer was attacking a victim of apparent political persecution, and effectively dismissing the broader societal issue of racial inequality that Ms Khan had recklessly given voice to.
xiaxue cancel culture
Cancelling the canceller?

Why is this relevant for marketing? Like politicians, marketers labour in the court of public opinion – and their success critically depends on their ability to appeal to people’s aspirations for a brighter future: the stuff of dreams and ideals. And in today’s age of activistic consumers, aspirations for greater social justice are increasingly taking centre stage, as social media and digital messaging technologies raise public awareness of historically marginalised and vulnerable groups.

Consequently, brands are facing rising consumer expectations to play a more visible role in nudging society towards a more egalitarian future. This makes it increasingly important for marketers to have a keen grasp on uncomfortable issues of inequality in society, in order to develop campaigns that demonstrate empathy towards these concerns – and help brands better connect with morally engaged consumers.

3) Stand for Something or Fall for Anything
Establish your brand’s position on hot button issues – as marketing becomes more personal, the time to remain agnostic is fast vanishing.

The third aspect of this saga which bears reflection is how previously fragmented criticisms of Xiaxue by netizens offended by her online statements had spontaneously coalesced – without the galvanising efforts of any central personality or interest group – into a decentralised movement to track down her financial sponsors and compel them to dissociate from her.

The speed at which public outrage towards Xiaxue had organically morphed into a pressure campaign for businesses to ‘cancel’ her carries major implications for brand safety. Specifically, the idea that brands can avoid getting embroiled in hot button issues by steering clear of them is becoming increasingly untenable – given how easily consumer action can be mobilised against businesses over statements even loosely connectable to their brand.

Additionally, as marketers work with a growing bevy of colourful influencers and personalities to make their campaigns more relatable to various target audiences, the risk of brands getting entangled with contentious social issues will unavoidably rise, rapidly diminishing the feasibility of brands having ‘no position’ on hot button topics.

xiaxue cancel culture
More consumers today expect brands to demonstrate empathy towards prevailing social inequities

This makes it imperative for brands to start preparing for their own ‘Xiaxue moment’, when they have to take a stand on socially divisive issues, even if it means offending certain parties. To do so, brands need to develop a clear picture of their brand identity and the values they uphold as a matter of first principles.

These values have to be specific – for example, is “freedom/honesty” or “fairness/equality” more fundamental? Only then can they act as a moral compass in helping brands arrive at difficult decisions on polarising issues, and win the support of their target market. Conversely, opting to tiptoe around festering issues with hollow platitudes will only lead to brands earning brickbats from multiple sides – and unwelcome perceptions of being an unprincipled or unsympathetic business.

Marketing in an Age of Social Judgment
Rather than bemoan the rise of a vindictive public that will take active steps to disrupt the business interests personalities and companies seen to be behaving in objectionable ways, marketers should pay attention to the rise of a more morally engaged public that is passionate about – and therefore receptive to – products and solutions that seek to ameliorate rather than exploit today’s social ills. (See, for example, the anti-discrimination message of Airbnb’s acclaimed #WeAccept video ad). To gain the ears of consumers yearning for a fairer future, brands need to conduct their businesses in a manner that is sensitive to prevailing injustices in society. Indeed, a July 2020 global research study by FleishmanHillard found that consumers today are very concerned with issues of social discrimination and equality, with 72% of respondents rating it as “very important” and 59% expecting companies to take a stand on them. Desires for greater social justice is driving greater social judgement of businesses that remain disengaged from such civic concerns. To thrive in this age of activistic consumers, brands need to move beyond narrowly appealing to individual aspirations and things that people want for themselves – and move towards socially conscious marketing that demonstrates an awareness of broader social inequities and a commitment not to be complicit in them.
Samuel Tan

About the author

Samuel Tan

Content Developer / Copywriter

I help brands communicate their unique value with clarity and impact, by crafting context-sensitive creative content for digital, print and social media, as part of through-the-line marketing campaigns.

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