Social Science meets Computer Science at Yahoo

By James Temple


Shortly after Carol Bartz took over as chief executive of Yahoo Inc. early last year, she met with Prabhakar Raghavan for an overview of the Sunnyvale Web giant's research division. As the head of Yahoo Labs ran through the catalog of computer scientists on staff, Bartz turned to him and asked: "Where are your psychologists?"

Raghavan was stunned the newly installed CEO had so quickly gotten to a question he'd been asking for years. His answer was they didn't have enough.

That's changing. In the last year, Yahoo Labs has bolstered its ranks of social scientists, adding highly credentialed cognitive psychologists, economists and ethnographers from top universities around the world. At approximately 25 people, it's still the smallest group within the research division, but one of the fastest growing.

The recruitment effort reflects a growing realization at Yahoo, the second most popular U.S. online site and search engine, that computer science alone can't answer all the questions of the modern Web business. As the novelty of the Internet gives way, Yahoo and other 21st century media businesses are discovering they must understand what motivates humans to click and stick on certain features, ads and applications - and dismiss others out of hand.

Yahoo Labs is taking a scientific approach to these questions, leveraging its massive window onto user behavior to set up a series of controlled experiments (identifying information is always masked) and employing classic ethnography techniques like participant observation and interviews.

The insights have been published in academic journals and have already changed how the company organizes search results, sets reserve prices in ad auctions and leverages human politeness to keep people glued to Yahoo.