Archive for the ‘Thoughts’ Category

Consider the Experience – Not the Buzzword

Thursday, March 3rd, 2011

If you’re one of the fortunate folks like myself who have the opportunity to work with social media on a professional basis, you probably spend your days trying to enhance the profile of your company or your clients, pondering new ideas to help create a return on investment.

At a certain point, it’s easy to lose what attracted us to social media in the first place: the opportunity to have a deeper connection with the things we love and are passionate about. But in examining social media from a non-vocational viewpoint, we can uncover concepts that translate into digital success in the business world.

Take sports as an example. Beyond the raving narcissists like Chad Ochocinco (@ochocinco), a number of professional athletes have taken to Twitter and, without a publicist or PR person looking over their shoulder, embraced it like a newfound freedom to express themselves.

While this often proves controversial (@charliesheen, anyone?), it’s also very personal and real. How cool would it be to be retweeted by your favorite basketball player? It happens all the time. Or they’ll announce a meet-up or a charity event they’re involved in that you too can be a part of. But it’s not just the athletes. Coaches get involved too.

Former University of Florida football coach Urban Meyer (@CoachUrbanMeyer) and University of Kentucky basketball coach John Calipari (@UKCoachCalipari) routinely offer up little nuggets, like announcing honors for players or throw out updates on recruiting.

From the fan perspective, this is fun way to engage with our favorite sports brands and figures. The teams, companies and players become more human to us, we become bigger champions of them, and in return we watch more sports, buy more memorabilia, and buy more tickets. This is social media participation that provides us with an experience, not just a Twitter stream with the latest stats or scores, or a team having an online account for the sake of saying they have one.

Interact with the head of the NFL's PR department.

NFL PR czar Brian McCarthy (@NFLPRguy) is an active tweeter as well. Some of my favorite feeds to follow are reporters. I logged onto Twitter during the Heat/Knicks game the other night and ESPN.com’s Michael Smith (@mrmichael_smith) was livetweeting the game. All of a sudden, my experience changed and I was now watching the game with one of my favorite sports commentators.

What could be better than that? Actually being a commetator yourself. I looked up my favorite basketball team, the Los Angeles Lakers on Q&A site Quora.com the other day and saw the question, “Why are the Lakers underperforming this season?” So I crafted an answer (if so inclined, find it here) and responded as though I was working for SportsCenter.

Other people can now see and comment and add their own opinions to my post. Thanks to social media, I’m now part of the dialogue. It’s better than boxscores in the morning paper and, sometimes, even catching a game on TV.

When I think about social media for companies and non-profits, I consider the enjoying experiences I have in my personal life online. If we create this for a client, will people use it? If so, how often? How will audiences use it? When?

Don’t just jump onto the latest social media buzzword hoping it’ll help you move more widgets. Instead, consider the ways it can create an enjoyable experience that people will want to come back to again and again. Do it right, and your returns are guaranteed.

- Thomas (@thomasmcdonald)

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Blogging Ain’t Easy

Tuesday, February 1st, 2011

If you want more responsibility with no extra pay, personal reward mixed with times of borderline mental breakdown, and the obligation to a living thing that would starve without you, have a kid.

Alternatively, you can start a blog.

The dime-a-dozen self-proclaimed social media experts found on every corner in America will suggest that companies dipping into the web for the first time start a blog. “It’ll increase search engine optimization,” they’ll tell you in fancy online terms, motioning for you to reach for your checkbook. They’ll say a blog will keep things fresh, and help establish you as an expert in your field.

And they are right. Blogging is, truly, a great way to do all of those things.

Blogging, however, is also one of the last recommendations I’d make to an organization desiring to move into interactive media (still, many companies will insist that they “must” have one). I’ve seen very few companies blog with success, and keep up with it over time. At most (and I have no statistics, just personal observation) a company blog has a life expectancy of between 1 year and 2.5 years, at most, before a precipitous decline in postings. Check out any small or mid-sized business’ website that has a blog, and you’re probably going to see posts that publish either once or twice every month, or ended publishing sometime in early 2010. It’s a digital law, much how the online comments section of a news site will almost always contain a reference to Hitler.

Blogs are also insanely hard to make popular. At this stage in the game, the major blogs have their followings (Mashable, TechCrunch), and whipping up a popular one has the same barrier to entry as starting up a new airline. It’ll take a lot of money, time, and maybe even some jet engines.

For a company (or person) that wants to start a successful blog, it is important to think – to really, really think – about what they are doing. A blog, in essence, is an electronic monster that will always be hungry for more content. And good content. And if the content well runs dry, the blog begins to starve and shed readers who likely won’t come back and find another blog that offers similar stuff.

Content is essential. As a matter of fact, the term “content” isn’t being stressed enough these days, as the industry focuses on platforms or social network advertising or mobility. None of this stuff can work without good content that people want. Everyone can draw, write, or take pictures, but not everyone is an artist, writer, or photographer. You must have these types of creative-minded people to manage a blog.

So how does an organization blog with success? Two tips. I’d offer more, but, well, I can’t give away all of my trade secrets.

1. Divvy up the responsibility. If you create an editorial calendar and divide posts among employees or managers, you have created something with multiple authors who only have to blog once a month, possibly less. You also create a chorus of different voices with unique perspectives and knowledge.

2. Build a content engine. If the organization has what I call a content engine, then a blog – or a website’s news section – is a great choice. One client we work with, a trade association, receives multiple press releases every day from its members, which are then turned into blog blurbs. That blog is now one of the leading sources of news in its industry, simply because news is being fed to it on a constant basis.

We’ve been hearing about the end of blogging for years. That’s likely because blogs are always dying, their owners simply running out of coal to shovel into the furnace. I’d imagine, though, that this time is different, as the rise of social networking and mobility has given way to content creation in a variety of different places, in real-time, and in shorter bursts of byte-size information. From Crain’s Chicago Business:

Some [bloggers] have simply switched to another blog-like medium, say, Twitter or Facebook. Others have faced unpleasant facts about blogging. It’s cheap to do but usually doesn’t pay. Having a platform may be fun at first, but building a following takes much more work than simply typing and posting.

And millions of them go virtually unnoticed, despite the occasional breakout sensation like the humorous “Stuff White People Like” and the Julia Child-inspired “The Julie/Julia Project.”

When “people see these, they say, ‘I can do that—it will be easy,’ “ says Raanan Bar-Cohen, vice-president of media services at San Francisco-based WordPress, which hosts 16.5 million blogs. “If you’re looking for fame and fortune, blogging has as good a chance as any medium,” he adds.

Well, perhaps it’s a better chance than winning the lottery.

-Jeff (@jephkelley)

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A foundation is laid for “Selective Connection”

Monday, January 3rd, 2011

Like any other member of the early-adopter subset of users out there (yes, I count myself as one), I try to get my name onto as many social networks I can just to get to know the latest up-and-coming technologies. I sign up, test ‘em, then continue on or throw them out after a few weeks. Each network – and there are dozens – gets a fair shot at earning my approval.

I’m presently putting a new social network, Quora, through its paces. So far, so good. It’s all part of my interest in seeing what works for people and businesses/clients -and what doesn’t.

I recently reviewed a social network called Path that bills itself as an “anti-social network” of sorts wherein it limits a user to 50 friends. I like it and continue to use it, and recommend you do, too. And after a few weeks of use, I’ve come to realize that digital services that require a user to selectively limit their friend list to a small number of connections must be getting the idea from other networks, where such friend-limiting activity happens naturally.

At Feedback, we call this phenomenon “Selective Connection.” Take LinkedIn, for example.

Where Facebook has now become the primary network that enables friends to find each other after losing touch with one another over time, LinkedIn has become a quiet network for business professionals.

Most users typically keep their personal profiles on other social networks separated from their LinkedIn profiles for good reason: it’s a professional network for the purpose of being professional. Nowhere on LinkedIn do you ever anticipate that photo of you doing a kegstand to appear. Instead, it’s the place where you can share your talent and skills, learn more about others, and make recommendations and engage in meaningful professional discussion.

The limitations that a user has come to expect on LinkedIn were welcomed in business world much faster than Facebook’s more casual usage and customs. Sure, LinkedIn has integration with Twitter accounts to allow for cross-posting of content that might have something to do with your job. But overall, LinkedIn is kept pretty civil.

So you might start to wonder, why hasn’t Facebook come in and taken command of the online business networking scene? Can’t Facebook flip a switch and do that?

Of course not. Well, not presently, anyway.

A recent conversation that I had on Twitter concluded with the revelation that the social graph online has been replicated from what has long existed outside of the Internet: Some people keep work at work, while some might want to keep home at home.

How Facebook operates right now on a fundamental level is drawn straight from the actions of promoting someone that you just met to a level of friendship. As Facebook continues to grow, the assumed action and reaction of sending and accepting a friend request is slowly solidified as the proper etiquette.

A separate network, LinkedIn, exists for those who feel that they don’t want to share what might appear on their Facebook profile with those at their workplace or potential employer. For those who don’t want to share every particular photo with all of their Facebook or Twitter followers, there is a network like Path.

And there will be more to come, as closed-circle networks and selective connection becomes one of the latest darlings of the new media industry. While it seems like a niche market, closed-circle social networks continue to grow and become successful. LinkedIn might be a closed or specialized network with the most amount of visibility, but smaller online venues could influence the direction that networks are taking in 2011 and beyond.

-Brad (@bcarr)

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Curiosity Killed the Cat, and Helps us do Work

Wednesday, November 17th, 2010

I’m a proponent of curiosity. Here at Feedback, I do a lot of research. It’s is the key ingredient in any strategic plan, providing the foundation for what is to come and how best to proceed. Without it you’re like a castaway on a makeshift raft in shark-infested waters with no compass. But I am getting ahead of myself.

Why curiosity? What does it have to lend to all of this research stuff?

Curiosity is what makes people seek out information. It comes in many forms, but usually begins like this: “I wonder…” or “What if…” and then insert who, what, where, when, or how. I ask myself these questions all the time when doing research for clients. It ensures that the information they receive ends up as thorough and detailed as possible. Plus, it leads to some interesting analysis and insight on the lay of the land in the social media world – and in the physical world.

Feedback recently undertook a project that monitored how international social media users interact with one other and how they use mobile and web applications during company events. Examining the social media use and presence of four countries – the United States, France, Germany and Spain – I came back with a few of the points that I wanted to share:

  • Facebook is the most pervasive social media tool.
  • U.S. businesses are increasingly using Twitter more often than they are Facebook.
  • Companies in Germany and Spain are not very active within social media during events.
  • German social media use is dominated by video.
  • French businesses use social media to push out information, not necessarily to engage with others.
  • Dutch speakers had a very large social media presence during our event, even though we were not targeting them specifically.
  • French Twitter presence is dominated by businesses/professionals, but the presence is still small.

Some of the studies that informed our research in this area are available at the following sites:

Global Social Media Usage and the Language Factor by Lionbridge
The State of Social Media Around the World 2010, by Brian Solis
Global Social Media Trends Slideshow

-Brittney (@bntrim)

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