1. McGraw-Hill/Irwin Copyright © 2012 McGraw-Hill Companies, Inc., All right reversed 5 The Communication Process

2. 5-2 The Nature of Communication

3. 5-3 Source Encoding Using a Celebrity

4. 5-4 Forms of Encoding Graphic Verbal Musical Animation

5. 5-5 Message Development Content Structure Design

6. 5-6 An Image Can Convey More Than Words

7. 5-7 Communication Channels Personal Channels Personal Selling Word of Mouth Nonpersonal Channels Print Media Broadcast Media

8. 5-8 Marketers Embrace Buzz Marketing

9. 5-9 Apples for Dessert

10. 5-10 Field of Experience Overlap Receiver Experience Receiver Experience Sender Experience Sender Experience Different Worlds Receiver Experience Receiver Experience Sender Experience Sender Experience Moderate Commonality Receiver Experience Receiver Experience Sender Experience Sender Experience High Commonality Receiver Experience

11. 5-11 Noise in the Communications Process

12. 5-12 Successful Communication Receive feedback Select an appropriate source Develop a properly encoded message Select appropriate channel for target audience

13. 5-13 Identifying the Target Audience Mass Markets and Audiences Markets Segments Niche Markets Individual & Group Audiences

14. 5-14 The Response Process

15. 5-15 Obtaining Feedback Exposure/ presentation Attention Comprehension Message acceptance/ yielding Message acceptance/ yielding Retention Purchase behavior Circulation reach Listener, reader, viewer recognition Listener, reader, viewer recognition Recall, checklists Brand attitudes, purchase intent Brand attitudes, purchase intent Recall over time Inventory, POP, scanner data Effectiveness TestsPersuasion Process

16. 5-16 Alternative Response Hierarchies HighLow High Low Topical Involvement Perceived product differentiation Learning model Low involvement model Dissonance/ attribution model Cognitive Affective Conative Affective Cognitive Conative Affective

17. 5-17 Dissonance/Attribution Model

18. 5-18 Low-Involvement Products

19. 5-19 The FCB Planning Model 1 Informative The Thinker 3 Habit Formation The Doer ThinkingFeeling Low Involvement 2 Affective The Feeler 4 Self- Satisfaction The Reactor High Involvement

20. 5-20 Developing Promotional Strategies Ad options based on the FCB grid Rational versus emotional appeals Increasing involvement levels Evaluation of a think-type product on the basis of feelings

21. 5-21 LG Connects with Consumer Emotions

22. 5-22 Cognitive Response A method for examining consumers’ cognitive processing of advertising messages by looking at their cognitive responses to hearing, viewing, or reading communications Examines thoughts that are evoked by an advertising message Consumers write down or verbally report their reactions to a message

23. 5-23 A Model of Cognitive Response

24. 5-24 Cognitive Response Categories Counterarguments Support arguments Source derogation Source bolstering Thoughts about the ad itself Thoughts about the ad itself Affect attitude toward the ad Affect attitude toward the ad Product/Message Thoughts Source-Oriented Thoughts Ad Execution Thoughts

25. 5-25 Elaboration Likelihood Model (ELM) Focuses on the way consumers respond to persuasive messages, based on the amount and nature of elaboration or processing of information Peripheral route – ability and motivation to process a message is low; receiver focuses more on peripheral cues than on message content Central route – ability and motivation to process a message is high and close attention is paid to message content Routes to Attitude Change

26. 5-26 Test Your Knowledge The elaboration likelihood model (ELM) proposed two routes to persuasion, the central route and the peripheral route. With the peripheral route: A) The message is more likely to be received if a celebrity endorser is used B) The message should lots of information C) The receiver is viewed as very actively involved in the communication process D) The quality of the message claims are more important than the spokesperson, headline, pictures, or music E) The sender is dealing with a high- involvement buying situation

27. 5-27 Celebrity Endorsers Can be Peripheral Cues

28. 5-28 How Advertising Works