DIY Marketing

Brand Attitudes and Behavior ARE Affected by Social Media!

2009-11-09T10:43:00.009-05:00

The headline in the IAB newsletter says that “product chatter is getting louder on social media.” The article in MediaPost quotes data from a study by Performics that includes:
• 30% of their respondents had learned about a product, service or brand on a social site.
• 25% go directly to the site after hearing about it on a social site.
• 44% of respondents have recommended and 39% have discussed a product on Twitter.
• 46% have talked about or recommended a product, service or brand on Facebook.

Ok, so consumers are talking. Does it make a difference? The 2009 Razorfish FEED report says it does. That’s a big majority who say they are influenced!

How? The Razorfish data confirms that brand activity on the web can influence all stages of the consideration process. Attending events is powerful. Participating in a brand-sponsored contest or contest is even more so. These data also give support to the argument that social media have differential impact at different stages in the consideration process. Contests and sweepstakes have more impact on awareness; brand events have more impact on actual purchase. Wonder why the purchase impact. . .is it that brand events provide more content/information? Perhaps, but for sure the implication is that different types of promotion, even on the same platforms, may have impact at different stages. That’s important!

A study from Cone, recently reported by eMarketer, emphasizes the positive impact on brand attitudes that comes from brand interaction.

Razorfish says that the bottom line is: “Digital brand experiences create customers” (p. 11). Can you look at these data and doubt the truth of that statement?

Social Apps--Equal Opportunity for All!

2009-11-06T13:02:00.010-05:00

I saw Josh Bernoff’s article in Ad Age last week announcing the winners of Forrester’s Groundswell Awards. Here’s a link to the same article on Josh’s blog. When I scrolled through the list of winners, I was struck by the number of companies I’d never heard of or small companies on the list. There were relatively few large corporations in the finalists—take a look for yourself; I think you’ll find it enlightening. You can access all the submissions with reviews here.

I’m interested in the small business aspect. Before I take a look at that, it’s worth being explicit about their Groundswell model (see chapter 4, Strategies for Tapping the Groundswell). They added some categories for the contest, but the model provided the framework.
In the B2C sector:

Talking – Lion Brand Yarn

According to Forrester:

Lion Brand Yarn initially set out to build relationships with the online knitting community by talking with their customers via a corporate blog and podcast. As a result of an investment in people rather than products, they found themselves with a passionate and brand loyal group of knitters, who not only engage with the brand but impact the bottom line by buying and using products as a result of social media engagement.

Embracing – Scholastic Book Club

Scholastic (remember them from primary school?) set out to improve their already-successful classroom flyer promotion. According to Forrester:

Together with a private online community of 200 teachers and 100 moms, created with their partner Communispace, Scholastic went through each step of the product development process in 10 weeks. They developed not only a new flyer, but a new opportunity for Scholastic Book Clubs to connect with parents, kids, and teachers . . . The initial test phase of the new flyer resulted in a 3% lift in sales, which, if borne out in the national rollout, will mean millions in new revenue for Scholastic Book Clubs.

In the B2B sector:

Listening – CDW

Ok, CDW isn’t a small business. However, I submit that small retailers or distributors can follow their lead. This is Forrester’s capture of a page in the Large Companies community. Looking at their website, I’m willing to bet that CDW has communities for at least the five basic segments they list on their website, ranging from small business to health care, maybe more.

According to Forrester:
CDW continuously taps members of its private online communities for all kinds of indispensible advice on its products and services, marketing ideas, and innovation. The communities also have inspired new approaches to sales both in terms of generating leads and relationship building with prospects early in the sales process.

Spreading – MetricStream

MetricStream is a privately-held startup that provides regulatory compliance solutions. According to Forrester:
ComplianceOnline was built to serve as the premier destination for content, training, and advisory services dedicated to regulatory compliance, IT governance, and corporate risk management. Today, it attracts more than two million visitors annually, 500,000 registered member-base, and is now a strong lead engine for its parent company - MetricStream.

This is a non-random sample and it doesn’t do justice to all the information about the awards. My only regret is how few non-profits are represented. An award was given to a gutsy Australian town, Flowerdale, which was destroyed by wildfire and raised money online to rebuild.

Spend some time either on the winners page or the submissions page. I guarantee you’ll learn a lot and get some ideas. Small businesses can reach out to their customers and engage them in mutually beneficial activities. Larger businesses can show that they value the individual customer’s ideas and opinions. It's a win-win for both!

These Really are 10 Things Social Media Can't Do

2009-11-04T10:18:00.005-05:00

I don’t often read an article and say, “ I simply cannot say it better.” In the case of this article in Ad Age Digital, which is getting a lot of attention on Twitter this morning, I really can’t say it better.

B.L. Ochman had me at number one:

Social media can't:

1. Substitute for marketing strategy.

The 9 that follow are equally good; read it quickly before it goes subscription only!

I couldn’t resist a bit of follow-up also, so I looked for some lists of failures. I found 2 good ones from May of this year. Jennifer Leggio, writing for ZDNet, had no trouble listing “the nine worst of the year—so far.” Read and heed. Denise Zimmerman had some good commentary on 4 social media campaigns in iMedia Connection about the same time.

Both mentioned Skittles, which I wrote about last spring when they made their entire home page into a Twitter page. I checked again, and here’s what I found.
This is skittles.com. A landing page? I guess so. The real issue is to keep young people off. Under 13, under 18; I couldn't tell; they cooked my site when I gave (dishonestly) my age. Why? Not anything that Skittles is saying, but some of their contributors are quite foul-mouthed.

This is what you get when you click "Home." Honestly! You get their Flickr page!!!

Their Twitter stuff is still there, it's under Chatter now. I went to the effort of a screen capture that didn't have any obscenities. It took quite a bit of scrolling.

Sorry, but I just can’t see any of this qualifying as a strategy! And why should a candy product want to support content that makes its site unacceptable for underage web users? It boggles the mind!

Let me end with a quote from Denise Zimmerman’s article:

Have a clear goal in mind for social media programs, and focus efforts on achieving it. Know your audience. Create something of mutual value. Observe and listen to what your customers are already doing and saying. Recognize that certain aspects of social media require an ongoing commitment. If you discover that you miscalculated your resources or a path you chose was not ideal or suited to your objectives, then regroup to move positively forward. Create your own definition of success against the available opportunities and align your programs, resources, and expectations accordingly.

Have a strategy, evaluate your progress toward its goals, and realign if necessary. Amen!

Target Readies for Holiday Shopping

2009-11-03T09:00:00.000-05:00

As I was writing yesterday’s post on search and social media, I was trying to recall some recent news. I thought I remembered that Target had already announced free shipping for Christmas, so of course, I searched. What I found suggests a savvy marketer who understands the changes in consumer online shopping and search behavior.

I searched “Target Christmas shipping.” I didn’t have to look for a news article; I found a paid search ad from Target as well as top organic placement for their Christmas page—ugh; Halloween was day before yesterday! But it was there, complete with a WalMart paid ad in second place. Both the pay per click ad and the organic result linked to the Christmas page on the Target site. And I was right; they have a shipping deal. Note that other sites/bloggers are already plugging the free shipping for them! I didn’t follow those to see whether it was normal buzz or whether Target was reaching out. Wonder if they have to reach out, or if they just get the buzz because they are Target . . .

It’s a well done page, but nothing particularly special. There’s email, personal pages, gift cards, and all the other holiday and gift services you’d expect from a world-class retailer. Interestingly, I didn’t see anything social on the website, so I checked out their Facebook page. Target has 567,758 fans, including some of my friends; I didn’t realize you saw people you knew when you visited a corporate Facebook page. Makes sense! No Christmas promotions, though—not yet anyway! I also looked on Twitter, but didn’t find Target there. Trying to be sure, I looked on the Target home page. No link to their Facebook page (seems like an oversight to me) and no link to a Twitter page.
I’m ambivalent about whether they’ve integrated this promotion into social media as they should. They’ve done the search, both paid and organic, well. Is it too early for holiday postings on Facebook? I think so. It will be interesting to look later in the season and see if holiday promotions begin to appear on their Facebook page and on other shopping sites; also to look at whether it’s Target doing the promotion or whether it’s their adoring shoppers writing about a retailer they love.

Also, while one role of social media is to bring consumers to the website, if Facebook, Twitter and other social networks are part of the marketing communications mix, it makes sense to put them on the home page. I’d be willing to be that there’s little activity from home pages to social nets; just call it another awareness thing.

The take aways? As the studies quoted yesterday say, search is still the main driver, but the social networks are full of brand buzz. Also, integration is key, but integration that understands the role of different media at different points in the sales funnel.

Marketers Should Put Social Media in their Christmas Stockings

2009-11-02T12:31:00.006-05:00

As a consumer I refuse to think seriously about the Christmas holidays yet. Retailers, however, see it looming before them and should be getting ready.

In that spirit, I downloaded a study from OneUpWeb on the 2009 holiday shopping season. They expect the increase in online holiday shopping to continue this year. The sentence that caught my eye was not a surprise either, but provided food for thought: “consumers are more engaged with online ratings, reviews and initiating conversations about products and services” (p 3). The news here is that shopping habits, and consequently the way shoppers arrive at websites, is changing.

Here’s the summary of their findings:

• In 2008, holiday traffic directly to retail sites was down ten percent from 2007.

• On average, traffic to social sites outpaced retail sites, growing 12 percent from December 2007 – December 2008.

• Traffic to the review sites remained stagnant throughout the year, experiencing a mild bump during the holiday season. (p. 7)

The OneUpWeb study took its cue from one on the role of social media in the consumer purchase process by GroupM Search. I checked that one out also and found a useful perspective. The text in the graphic suggests they believe, as many of us are coming to accept, that social media are more useful in the early, awareness and consideration, stages of the funnel. That’s good; we can reach more people with what’s essentially not-precisely-targeted branding message. Then, in the later stages, we can use paid search media to reach a better defined target that is moving closer to a purchase. In their words:

As expected, social media exposes consumers to brands, their products, the benefits of their features, and corporate value propositions. It clearly presents a powerful and often underutilized way for brands to become part of the consideration set. This is an important learning because it helps situate social media in the marketing landscape—not as a conversion or direct response channel, but rather as an exposure and awareness vehicle. (p. 5)

The data is a bit complex and I’d encourage you to read the report for yourself. This chart looks at the likelihood of searching when social media is added to paid search advertising alone (the green bar). Consumers who were also exposed to social media relevant to the product category searched exhibited a substantial increase in search behavior (the dark green bar). Consumers who were also exposed to social media influenced by the marketer exhibited an even greater increase in search behavior (the blue bar).

Is it surprising that social media should be integrated with search marketing? No, not at all. Is it helpful to say that social is most useful when consumers are exposed in the awareness and consideration stages? Yes, it is. Does the data provide support for social media activity by marketers? Yes, it does. Is it good news that we can get more bang for our paid search buck by including social media in the mix? Absolutely!

Are any marketers moving in this direction? It seems so. Stay tuned for a short case study which closes the circle to the holiday shopping season!

Kraft Celebrates Football Season with Social Media

2009-10-30T12:47:00.008-04:00

When I wrote about the Kraft iFoodAssistant widget recently, I realized that Kraft had more going on in social media and resolved to look into it. When you look, you find all the usual blogs pointing out coupon availability, which is ongoing for most CPG brands. It certainly is a new way of distribution though; and therein lies one social media impact.

What you also quickly see is two seasonal promotions for Velveeta cheese. Tis the season for tailgating or football on TV, and snacks made with Velveeta cheese are a seasonal item. The Kitchenistas blogger promotion has been going on since September; here's the microsite. In fact, today is the last day of activity for the five compensated “Mommy bloggers” who have participated in the promotion.
How does this kind of promotion affect sales? Velveeta brand manager Sherina Smith admits they don’t really know:

“It’s hard to say,” Smith says. “What we do know is that this consumer is online looking for ideas for meals. We know she blogs a lot and looks to other bloggers for tips and ideas. The more that we can be where she’s looking for ideas, the more we can be top of mind when she’s grocery shopping.”

All this context seems to create warm fuzzies for the brand, and that may be all we can say at present. I’d love to know the ROI of a low-cost promotion like this, incorporating real people, compared with the ROI of, say a traditional television commercial. Yes, I’d like to know, but what is the dependent variable—brand awareness, favorable brand attitudes, what? We’re back to the difficulties of measuring attitudes and their impact on behavior. Marketers have operated on faith that positive brand associations do matter for a long time, and I don’t think that’s going to change any time soon.

Enter the Big 10 promotion, also for Velveeta and also tied in with football season. Here’s the Big 10 Conference home page for today. Note a banner ad at the top by Rotel with a dish of cheese dip beside it. You probably won’t be surprised when you click through and find that most of the featured recipes feature Velveeta cheese. Rotel is a ConAgra brand with a non-corporate-looking website that pushes recipes and attitude.
Note that on the Big 10 home page there’s a square box pushing a contest for bowl tickets, again featuring Rotel. At the bottom of the page there is another banner that makes the Rotel Velveeta partnership more explicit. It’s all quite integrated—and hard to miss!

Kraft’s website, the iFood Assistant, and one guesses its relationships with bloggers will go on. Promotions for various brands, many of them seasonal, can also be expected to continue. What do you suppose they have on tap for Thanksgiving and Christmas? Stay tuned!

Inventing A Successful "New" Business Model

2009-10-29T11:30:00.014-04:00

Do you have any idea how hard it is to keep a business going year-round in a resort area? I remember reading several years ago that the summer population of the town where I live is 20,000; it goes down to 5,000 for the winter months. If you consider that the peak season is no more than 10 weeks long, with “shoulders” on either side, you begin to understand the problem. Add to that the difficulty of finding housing for seasonal workers, and you have a prescription for small business woes.

Having emphasized with the businesses where I trade for a long time, I was intrigued with one I ran across recently. Two young women have invented a business model that allows them to solve the seasonality problem. The video is about two years old, so the statistics are out of date, but the energy and charm of these two entrepreneurs is much in evidence.

Megan Murphy and Catherine Bean have a single retail location in downtown Hyannis. That’s a high-visibility tourist destination and their store obviously does well in the spring, summer and fall months. Their website supports the retail store, but it does more. They close the shop from December to March, but they don’t cease operations; they just shift to the Internet. They stay fully occupied running online parties and fundraisers. When I
talked to Megan a few weeks ago, they were booked through Christmas. I checked the site and they are now booking for February and March 2010, so they continue to move right along.

How did they invent this business model—one which is different from the usual Bricks & Mortar? As stay at home Moms, they gave product parties in their homes, so moving parties online didn’t seem like too much of a stretch. They found a supportive marketing services supplier, and they were off. From a few email addresses collected in the store, they now have a list of over 20,000 that grows with every party.

What is the moral of this story? Give eparties? While I think virtual events have a great future, it’s more than that.

These two women used their own experience, their own background; they just moved their offline activities online. Think about your last online retail experience. Did the site “suggest” other items to you the minute you put something in your shopping cart? That’s what a good retail salesperson does, just moved online. That’s the moral—move successful offline marketing activities online.

There was a blog post last week by Mack Collier that got a lot of mileage on Twitter. I don’t disagree that we need fewer social media stars and more great social media ideas. My reaction was, “How do you know it’s really a great idea?” And then I thought about Megan and Catherine. Product parties had already worked for them in one context. They moved the same winning idea into another context, one where they could achieve even greater reach.

It’s a great example of not having to reinvent the wheel to develop a winning business model!

Engagement Lessons from Successful Brands

2009-10-28T11:05:00.008-04:00

An interesting customer engagement study has been sitting on my desktop since late summer and it’s long since time to pay attention. The study, by Wetpaint and the Altimeter Group ranks the top 100 brands in terms of customer engagement. You can see the ranking and download the full report here.

Starbucks and Dell are number 1 and 2—no surprise there. They interviewed some other high-ranking sites, SAP at 9 Toyota at 21—about best practices, presumably to get a perspective from different industry sectors. Each of the highly engaging brands has several best practices to suggest and they are worth reading the full report. I picked out one from each that struck me as universally applicable:

Starbucks identifies people throughout the organization to be the liaison with the social media program—to monitor and to take action on customer issues and ideas. At the same time, they maintain tight central control over content and the engagement of individual baristas in their many outlets.

Toyota says you have to be in it for the long haul. No surprise there; social media is an investment of time and energy that will only pay off over time. That’s a disappointment to many who are looking for immediate returns.

SAP makes a practice of engaging in new channels where people already are. That makes it easier to listen and understand; they also encourage employees who are already active on newer channels like Twitter.

Dell points out that you have to be conversational from the start. Again—not a surprise, just really hard to do, especially for newbie brand practitioner.

The Wetpaint/Altimeter group links customer engagement to financial performance and argues that it is a more powerful driver that traditional measures of customer satisfaction. Gallup consulting agrees, and has their own measures of engagement that allow them to group firms by level of engagement. You can read their full report here.

While researching this post, I also ran across a recent article in Forbes that argues for the importance of engaging customers while admitting that engagement is hard to measure. None of this content could be judged as totally unbiased because all the marketing services/consulting firms represented have a stake in creating or measuring engagement.

For me, it’s hard to refute the arguments. You should make your own judgment!

The New CNN - Marriage of Site and Social?

2009-10-26T11:31:00.007-04:00

Very early this morning I heard John Roberts and Kiran Chetry introducing the new CNN website on American Morning. Even at the early hour it sounded interesting, so I checked it out.

CNN's web designers seem to have brought as many different types of content to the home page as possible. It has latest news and features -- both headlines and videos, most popular (newspulse), a whole banner of editor’s picks videos in a banner across the middle of the page and topic boxes with links to stories. I think that sounds confusing, but it’s well organized and easy to follow. Take a look for yourself.

It was the personalization and social features that I was most interested in, though. There are more, but here are two that I investigated. I set up a profile, personalized my weather for Boston (easy), tried to upload a picture (didn’t work), and followed some topics, which John and Kiran said was easy. I didn’t find it so, at least initially, but as you can see, I did make it work. I wanted to follow Tech and thought I’d get latest headlines. All the RSS feeds to that macro level of topics are still there, but that wasn’t what I was looking for. What I found was that I had to read an article; at the end there was a Follow This Topic button. Hitting that button usually gave me several keyword-type choices which then showed up on my profile page. The topics are rather micro for my taste, but it will be interesting to follow them for awhile and see what shows up. You can follow up to 12 topics, which on the one hand is enough to keep up with, but on the other hand may not give the reader much of a perspective, given the small scope of most of the topics.

I’m not an iReporter, but I was interested in what’s happening on the citizen journalism front. What was new to me was the concept of “vetted” iReports. These reports have been checked (for correctness, acceptability, they don’t say exactly what) by CNN editors. One assumes that’s an attempt to give credibility to citizen journalism. On the iReport main page they have an Assignment Desk where readers can get story ideas while in search of their 15 minutes of fame. That’s interesting, but I don’t think it’s the real purpose, for CNN or for local news sites. News happens and often reporters aren’t on the scene, but people with their phone cameras are. With that in mind, CNN just launched an iPhone app so people can upload iReports directly from 3GS iPhones. Events and breaking news seem to be the whole point!

As I looked as this I was reminded of a section of last year’s Razorfish FEED report (now hard to find but is on SlideShare). The chapter on usability/Dr. Nielsen is what I was recalling and here is the provocative quote:

The New Building Blocks

Jakob says:
People don’t read your websites; use a different editorial style and make your pages “scannable.”

We say:
Throw away your concept of primarily designing “pages” as building blocks and start designing experiences. (slide 20)

I think that’s what CNN is trying to do. Call it engagement, call it offering experiences, it may be a guidepost on the road to the future of the web. It’s an experiment worth following.

Carefully-Monitored Community for Students and Their Parents

2009-10-09T11:50:00.005-04:00

I’ve spent most of my adult life on college campuses and an innovative approach to communicating with a college community always interests me. So I was interested in the Auburn Family site when a colleague sent me the link—thanks, Nancy!

First, let’s be clear about what the problem is. Colleges and universities don’t want parents and alumni to hear or see the raw, unfiltered accounts of what their students are doing; you know, the kinds of things that all-too-frequently show up on MySpace and Facebook. Students have the same problem; they don’t want their parents to know all of what they are doing at school. This problem led to the unceremonious closing of some of the early social networks that schools set up. This is well known in the higher education community, and schools have struggling with a way to give voice to their students—in a way that will not alienate their parents and the alumni of the school, the latter being donors, of course.

Auburn University has come up with a model that has promise. The concept comes from public relations professor Robert French and 30 of his design and management students designed and built it and currently do most of the posting. The site was launched on or about September 20 and at this moment it has 1,386 members. Take a look at the pictures; it appears to be a nice mix of students and parents. While you’re on the site you can hear the Auburn War Eagle fight song and, oh yes, there’s a link to the admissions office.

No secret is made of the fact that the site is under the total control of the students, their professor, and the University. Here is a quote from their site guidelines:

Because Auburn prides itself on its friendliness and thinks of itself as a family, and because this site will attract prospective students and visitors who want to know more about Auburn, photos, comments, and other postings must not be offensive or suggestive in any way. Since the space being utilized is part of the Auburn.edu domain, the university reserves the right to remove any postings and content at any time. (this phrase is underlined in the original)
All posts and comments are moderated on stories and videos posted here. Your posts will be moderated as soon as possible. The site is monitored throughout the day. (underline and bold theirs, not mine!)

They’ve got clear guidelines and people to do the community monitoring. According to the local newspaper, Prof. French:

wants to make sure the site is safe and clean for anyone to join, meaning anytime someone requests approval, there's a vetting process.

As you can see from the site guidelines, that applies to all content, not just to people who wish to sign up for the site. The goal is clearly to keep this a nice, clean site that no alumni donor can reasonably object to! Same goes for parents, especially parents of prospective students!!

Will this site be too controlled, too sanitized, for some Auburn students? Absolutely, it will. They have other places to post their commentary, pictures and videos. They may just be hoping that their parents don’t see those!

This is perhaps an extreme example of community monitoring and control, but I submit that it’s necessary for what Auburn wants to accomplish. What do you think?

A Community Manager Dishes

2009-10-07T12:32:00.006-04:00

I’ve written about community monitoring several times because it’s key to successful online community. I was interested a couple of weeks ago in a Matt Rhodes Tweet about interviews Fresh Networks had conducted with Shirley Bradley, the community manager at Business Week. The first part of the interview has a lot to say about community management in general; the second is about community management in a publisher setting.

She describes her role as “efforts to include readers and incorporate user-generated content (comments, suggestions, longer form opinion pieces) in BW’s journalism, elevating our readers’ participation on the same level as our journalism.” Some of her specific duties are:
• Managing customer engagement; see the links in part 1 for the many activities involved. One important activity is to solicit reader involvement. In part 2 she talks more about the “crowdsourcing” techniques they use.
• Included in customer engagement is the monitoring of reader comments. Each editor also monitors his/her own blog. Monitoring is one way of gauging reader sentiment. It also includes removing comments that do not meet community guidelines.

Crowdsourcing is not my favorite term; it seems to smack of an unruly mob running amok. In spite of that, I wanted to see what they were doing, so I went to the CrowdSourcing page. You may have to go there yourself to read the explanation at the top of the page; the relevant phrase is “using large, distributed and minimally directed groups to accomplish tasks.” Ok. While you are there, note that there’s a Featured User—nice pr—and a block of Tweets on this topic (the main filter appears to be the term “crowdsourcing”). Well done!

When you look further you find that Crowdsourcing is a page on their Business Exchange site (a community site powered by Ning, as far as I can tell). According to the site, “Business Exchange is a Web site that allows users to create business topics, collaboratively aggregate content from the entire Web and connect with other business focused users around these topics.” It has a mind-blowing number of topics (I checked on “Social Marketing,” surprise, surprise!). I registered using my LinkedIn profile. I’m not sure what that adds; it would have been just as easy to fill out the form. However, I may find that I signed up for something else on LinkedIn! Registered users can save content, create a network, and suggest topics as well as simply adding content.

The main take-away is that there’s a lot going on in Business Week’s social space. It’s probably not a luxury, it’s a necessity for a media vehicle that wants to survive in the changing media world. (On that subject, check out the website for Gourmet magazine before it goes away. The home page clearly focuses on content from their writers and editors. There are discussion forums, but there seems to be no serious effort to bring readers into the editorial process.)

Social media is undoubtedly not the silver bullet for survival for magazines, or any other media, for that matter. The more interesting question is whether a given vehicle can survive without enthusiastic reader participation.

While you’re mulling that question, you can learn a lot about community management (note it’s more than monitoring; see a great post by Dion Hinchcliffe) by reading the interviews with Shirley Bradley. Then stay tuned for my next post. I’ve discovered an interesting new community where content creation and monitoring takes on a whole new meaning—and potentially a whole new series of challenges!

Widgets for Content Distribution

2009-10-05T12:49:00.003-04:00

My fascination with widgets has been documented from the early days. About a year ago I wrote about Google gadgets and suggested that marketers check them out and see how they work; they can be DIY. If you search widgets on the blog search bar at the top of the page, you’ll find more widget posts, most about marketing campaigns that have a widget component.

Whatever you call it—and Hubspot’s Inbound Marketing term is one of my favorites—marketers have to get the word out and bring people back to their website (or blog) for information or action. For most websites, search is primary in generating traffic. Another important way to bring traffic to your site is to get content out with links back to your site. Widgets are perfect for that; see the McKinsey widget on the sidebar of this site.

Last week’s post on applications and widgets emphasized some of the large players in the space. Can a small blog/a small website use this technology cost-effectively? The answer is “yes.” “Free” is more difficult.

This aspect of the subject came to mind when I received an email from Wowzio.com about a new hosted widget service that’s the brainchild of former Yahoo! social media and software powerhouses. I was interested and checked it out. They have a good explanation of white-labeled widgets. It’s a hosted service, so there are charges. It’s still in Beta, so they are offering free services for personal blogs. I took advantage of their offer, requested and invitation, and took the widgets for a trial run.

The way it works is simple. You provide your blog or website address. They make some connections on the back end and send you a link to your widget page. At present, they have six widget templates from which to choose, as the graphic shows. The “Customize This” link leads you to a page that lets you size the widget and choose background colors. Then it gives you embed code. Even better if you have a blog on a standard platform like Blogger or Typepad, you simply click the button for the platform and it inserts the chosen widget on your blog. Then you configure the sidebar content as you want it. I tried tag cloud and live activity widgets and they showed up on my blog, just as Wowzio said it would. Look at the right sidebar; they are interesting, fun to look at. The content distribution issue is that, if you want to Grab This widget, you can put it on your own blog or website, just like I put the McKinsey widget on mine. Your content has just been made available to readers/visitors of other sites!

I was intrigued, so I asked for an invitation for the natural history blog I edit. It has many beautiful images, so the photo gallery widget was an obvious choice. It’s lovely, but it’s far enough down on the sidebar that it’s below the bottom of some posts, meaning many readers may not see it. I need to work on the sidebar design more and see if I can move it up further without decreasing some of the important subscription and search items—all of which are widgets of one kind or another!

Wowzio enters a space similar to other app platforms like Kick Apps, which has been around for awhile. They have a lot of explanation about how it works and there’s a link for pricing at the bottom of the home page that gives you an idea of what these services run. I don’t see doing this one myself. It really would take a developer, but from what I’ve seen that would be a one-time cost of a few thousand dollars, depending on your location (and how busy free-lance developers are!). Wowzio doesn’t seem to have set a price for small business customers yet, but that will certainly be forthcoming.

The critical question for a small business is whether it’s worth a hosting fee—say $100—each month plus a developer if you need one to create the widget.

I think there’s a pretty simple answer. Do you have content that a clearly-defined target audience would like to include on their own blogs or websites? That would be content that is relevant, engaging and continuously updated.

If you have great content, you may be ready for a widget to distribute it. If you don’t, you need to be working on the content. Great content always comes first!

Is It Now Web Squared?

2009-10-01T11:08:00.003-04:00

The O’Reilly Web 2.0 Sumit is coming up later this month. Tim O’Reilly and John Battelle have been talking about their vision of Web Squared—Web Meets World—as they solicited suggestions for conference content at midsummer. The conference program seems to be set and it’s likely to have its usual major impact on thinking about the web and what it means in our life.

Their live webcast is posted on YouTube. It’s almost an hour long but both of them are always worth listening to. This slideshow hits the major points and is well worth paging through.

Web Squared

View more presentations from oreillymedia.

When you do, you’ll probably also want to download their white paper (note the number of channels they are using in a totally integrated fashion). They point out that Web 2.0 has always been about the Internet as common platform and using it to harnessing collective intelligence. We need to go beyond that to develop new applications, new systems that become better as they are used. That implies a lot of data; they use the term mobile sensors and give some interesting examples, the iPhone You R Here app is one. Their point is that there’s more to this “data cloud” than every item having its own separate identifying chip. There are all sorts of information flows (information shadows) produced by various kinds of machine-to-machine activity and, taken together, it provides a powerful data set. If that frightens you from a privacy standpoint that’s another, but important, topic.

In their overview, they talk about “stuff that matters” and this is their conclusion:

If we are going to solve the world’s most pressing problems, we must put the power of the Web to work – its technologies, its business models, and perhaps most importantly, its philosophies of openness, collective intelligence, and transparency. And to do that, we must take the Web to another level. We can’t afford incremental evolution anymore.

It’s time for the Web to engage the real world. Web meets World – that’s Web Squared.

No quick overview can do justice to the thinking of O’Reilly and Battelle and their collaborators. You should read and mull over some of this material for yourself. It may well be the roadmap to the future of the Internet!

Sharing with the Information Ecosphere

2009-09-30T09:32:00.009-04:00

I started thinking about social sharing and bookmarking when I was writing a post about small business and the local content site that’s actively supporting their Internet Marketing efforts. As you can see, Cape Cod Today makes it easy to share content, exactly what any content publisher should be doing. When you share something, they encourage you to share it again! You can sign up for their Twitter feed, which puts all headlines in your Tweet stream (they hope you’ll retweet it). It all comes under the heading of getting the content out, perhaps reaching readers who wouldn’t otherwise have seen the article or were not even familiar with the website. This article from the NYT last week discusses issues and has a funny graphic; be sure to expand it.

This advice is all well and good for a business site. Could/should bloggers and other types of websites do the same? That’s the easy one—of course they should! More difficult is to decide how to do it in order to have the most success in reaching your target market.

This set of icons from AddOn.com puts the issue in perspective. Note that this includes all the ways of sharing content, not just social bookmarking services. How on earth do you select from all of these? Probably the first thing you notice is that many of the bookmarking ser vices you’ve never heard of; every time I look at this chart I see an unfamiliar one! Next you might notice that some of them are clearly specialized—TellMyPolititician, for example. Some of them you might not think appropriate for a general-audience publication—PimpThisBlog strikes me as something I wouldn’t use even if it works for some audiences. Frankly, though that still doesn’t eliminate many of the bookmarking services.

You could start with the biggies; that’s what most people seem to do; they are also the most readily available. Here’s a list of the top 20 bookmarking sites if you want to start down that path. The AddOn.com graphic includes all major ways of sharing, not just the bookmarking sites, so their ranking—not surprisingly—has Facebook at the top. Here’s an article that gives some advice on what to look for.

Some of the sites are well known for catering to a particular target audience. Reddit is beloved of young tech folks; little known to the rest of us. An American Library Association division actually has a list of the best bookmarking sites for teachers.

What’s the best way? Choose several bookmarking services that seem reasonable and install them on your site. It’s easy, as long as you have access to the HTML. Then study the analytics; see what sites are sending you the most traffic. You may be able to get keyword data; that’s even better.

All bookmarking services have some reports available. You may find it necessary to use a metrics program (Google Analytics remains free and easy to use) to really understand the sources of traffic to your site. Then you can refine your choices and your visitors can help you share your content with the world?

Kicked-Up Marketing with Apps

2009-09-28T11:52:00.007-04:00

Ad Age hosted an Apps for Brands conference last week that produced some interesting advice and case histories. There’s no doubt that apps for Apple’s iPhone represents market leadership with, according to last week’s email, 75,000 apps and 2 billion downloads as of today (the CNET article says 85,000 apps; I took Apple’s word for it). To marketers a more interesting issue is what other firms are doing in the space since few of us have a brand that can attract developers like the iPhone.

First, a couple of layperson’s definitions. An app (application) is software designed for end users. A widget is a graphical interface that allows users to interface (easily) with the application. In practice, the two are often indistinguishable from one another, since marketers are delivering a lot of apps, especially the mobile ones, as widgets. Examples from the conference include:

The Kraft iFood Assistant

Bank of America Mobile Banking

Benjamin Moore’s Catch-a-Color

Ad Age advises that apps must be real time and easy to use and to pay for if not free. They point out that people will pay for value if the apps are useful enough. They also point out that people are even more annoyed by intrusive advertising in the mobile environment than on the desktop as Major League Baseball found out. On mobile, click-through isn't the only metric that matters. Are people recommending your app? Or trashing it on Twitter? "We measure click-throughs, but we don't measure pissed off," said Mr. Bowman, referring to when MLB put an intrusive ad into its At Bat app.

They also point out that apps need to be part of an integrated marketing message, although people are most likely to learn about apps by WOM. Their recipe for success is utility, frequency and viral. Good advice.

Each of the apps above has a demo page; they are all worth looking at. The Benjamin Moore color app clearly wins the prize for most creative, but the other two offer genuinely useful services, and that’s really what it’s all about. The three firms above are all trying to sell a product or a service. Only Kraft charges; 99 cents. The MLB At Bat app (see it on their home page) is $4.99 at the Apple App Store; they are offering a value-added service. Make sense?

But is this another strategy that’s only for corporations with big advertising budgets? Not necessarily—more about that in a few days.

BMW Roars Down the Road (Desk?) Again

2009-09-25T11:36:00.008-04:00

I found my original link to the new BMW “Expressions of Joy” campaign in a Tweet by Kevin Swanepoel—thanks, Kevin! My reaction was that BMW has done it again in terms of pushing the envelope on advertising (build your own) and, more recently, customer engagement (the graffiti wall).

The campaign, launched in the UK in the spring, is for the new Z4 model. If you look around you’ll find a lot of the typical—photo galleries (some so complex they froze my screen so I’m not providing links) and TV ads posted on YouTube.

But it’s the augmented (not virtual) reality application that intrigued me. It’s a technological update of earlier ad campaigns. Basically, once you download the software (called a paintbrush app), it lets you drive the new Z4 on your desk. If you wish you can create your own “expression of joy” and upload it to the contest on Facebook—reminiscent of the graffiti promo. There are several posts on the wall of the Facebook page and at least one on the photo page.

There are lots of comments about how much fun this is—and that’s a lot of the point!—scattered around the web. The one I liked most added something about how this was a geeky toy to be used by companies with a lot of money.

That is no doubt true. It seems to be a proprietary application; is it based on the Microsoft Paintbrush Tool? I can’t tell.

What I do know is that BMW continues to reach out to a young, well-heeled target market and to understand how to engage them. The challenge for other marketers is to use innovative, cost-effective ways of reaching and engaging their target audiences. Some of that is technology and tools; much more is creative marketing thinking!

Direct Response and Brand Marketing in the New Media

2009-09-24T10:45:00.003-04:00

I picked up the link to David Carter’s blog post from Twitter yesterday. Truth to tell, I followed it because it mentioned NEMOA, the New England Mail Order Association which numbers among its members some of the best catalogers on the planet, also a lot of old friends. I was interested to see what was going on, and David’s slideshow focuses on what he learned from them; you’ll find it interesting.

I had a major “wish I’d said that” moment when I saw this graphic. David is a hard-headed social media marketer, and his “not a replacement strategy” warning is a good one. But what really struck me is that this says it all. Social media is a creature of the web, although it simply enables some physical world phenomena like Word of Mouth. Direct response, the province of the people at NEMOA, has been around for quite awhile. So has branding. What’s fascinating is that direct marketing and brand marketing take place, in similar ways, on and off the web. This is what marketers do—it really does say it all!

This morning’s article by Augustine Fou in ClickZ takes it a step further. Dr. Fou is proposing a new definition of digital that blurs the nice neat lines in David’s graphic. It’s a broad definition; "the collection of habits and expectations of modern users." Here is a summary of his major points:

Branding Is Dead
However, consumer habits have also evolved. Many people actively search for things online. And the moment they type in a search term or phrase, we know exactly what they're looking for at that exact moment in time.

While it’s true that traditional brand marketing in mass media has decreasing relevance on an almost day-by-day basis, brand development is still hugely relevant. It’s just done differently

Targeting Is Dying
As consumer habits change to "pulling" for information when they want or need it, marketers' tactics must also change. Tactics that fall under the umbrella of "push" marketing become less relevant because fewer modern users will tolerate being beaten over the head with ad messages.

Dr. Fou’s point is that people almost always start with search when they’re looking for information on the web, and that’s absolutely true. However, think about the post about McKinsey content last week; they are using Web 2.0 techniques for distributing content. Is that push? I’d say it is, but it’s either permission-based or very polite or both. No beating over the head here!

Social Media Isn't Media
. . .trying to use social networks and social actions as media won't work. Conversations can't be bought. And if they are bought, the community will find out and retaliate.

He concludes that marketers who get it “will gravitate toward techniques that cultivate genuine and open dialogue with customers, where brands humbly listen and learn, and then respond with new features and innovations.”

I totally agree. But I’d add that marketers still need to understand, and properly use, the three disciplines of marketing in David’s bubble chart. Direct response, often PPC these days, can be used to bring people to your site—which had better give them the information they are looking for and allow them to efficiently conclude a transaction (direct response) if they desire. Brand marketing still has great relevance—think all the “who do you trust” discussions. People you know and other consumers come first on the trust list. Brands (I’d include the adjective “trusted”) follow closely. Creating a trusted brand should be the overriding goal of brand marketing these days.

Where the lines really blur is between brand marketing, still a necessity, and social media marketing—more and more the way savvy marketers are doing brand marketing—as Dr. Fou said.

The disciplines are still there; the way marketers execute has undergone a huge shift.

Social Media Marketing Best Practices

2009-09-22T11:09:00.005-04:00

I found the link to the Beeline Labs best practices white paper on a post by Lois Kelly on iMedia Connection. It’s a good post, with strategic advice that closely parallels the findings reported in the white paper. I’d encourage you to download the entire white paper from the site.

I was most impressed with two sections; Biggest Surprises and Most Common Mistakes. Those are especially important, and I’d like to recap them briefly.

Biggest Surprises:

• Customers want to advocate. People love to talk about experiences they’ve enjoyed; make it easy for them to talk about your product, your website, whatever.
• The value of early warning and speedy response. The sooner, the better. Otherwise, the damage may have already been done.
• Better planning. Get customer insight and incorporate it into planning and decision making.
• “No bad experiences.” Here’s what the report says, “Almost all companies said they were surprised at how few, if any, negative experiences had occurred from engaging in social media. While legal and management are often concerned about “what if someone says negative things about the company,” this has rarely been an issue.” Hear, hear!

Most Common Mistakes:

• Ill-defined purpose. That’s a tactful way of saying that companies start social media programs with no clear objectives.
• Disconnected silo. Social media isn’t a scary animal that needs to be isolated. It needs to be integrated with all other communications programs.
• Denial. Refusal to believe what is being heard in social media. Management wants “hard data.” By that time it may be too late. . .
• Just another “channel.” Their point is that social media should not be seen as just a new way to push out content, it should be seen as a way to reach out--to create and sustain relationships.
• Not using the right talent. This is a serious marketing (and pr) activity and should be treated as one.
• Listening but not acting. Need I say more???
• Over-engineering a process or workflow. Use automation to make the processes more efficient, but don’t let it separate the human beings from the social content.

Now that you’ve read this, don’t you want to read their Advice for Suceeding (pages 16 and 17)? Some of you might also find their advice for working with your legal department (p. 9) helpful.

It’s good news that there are enough companies with enough experience to contribute to the establishment of best practices. Now more of us should be practicing them!

Women, Brand Marketing, and Social Media

2009-09-21T12:26:00.011-04:00

Two recent headlines summarize the dilemma for marketers:
• SocNet Branding Fails to Sway Women
• Are Women Really Ignoring Social Network Marketing? (eMarketer, September 17, 2009)
Both articles are based on data from a Q Interactive study recently presented at AdTech Chicago. (See the full presentation here; it has a lot of data and includes two successful brand studies.)

First, let’s admit that the research is all over the place and that headlines often fail to capture nuances. We know that women are on social networks like Facebook in large numbers. However the study as reported in eMarketer makes it clear that some brand marketing activities do have impact. In this economy, not surprisingly, coupons and discounts have the most impact—not exactly what brand marketers want to hear. Online ads have much less impact; purchasing advice from blogs, online communities and website have even less. A study by the Marketing to Moms Coalition and reported in Marketing Charts asks the question more broadly and finds 49% of online moms doing product/price research and 45% shopping for their children.

So moms are online; they are researching and making purchases. Why do they report so little influence from online brand development efforts like marketer blogging and use of social networks. Maybe it’s just the word “marketer.” We also know that WOM is still the most trusted source of information. In the study I talked about earlier this month “Consumer opinions posted online” came in a distant, but still strong, second. Surprise, surprise! Consumers have never been highly trusting of advertising. I don’t think it matters a bit whether that advertising is online or in traditional media.

The difference, obviously, is that consumers now have the ability to make their experiences and opinions available online. That puts them in strong competition with marketers who are trying to make their voices heard online. And since “people like me” are trusted to give good advice, their voices have impact. That says a lot about how brand marketers should be approaching social network marketing. In the Kraft and Fisher-Price brand studies in the Q Interactive presentation, you’ll see lots of coupons, which the data says women are looking for, and contests, which are engaging. But you’ll also see growing attempts to dialog with women and to listen to what they are saying.

But there may well be another issue that arises from the nature of the social platforms themselves. A study from BlogHer, iVillage and Compass Partners reminds us that women use different social platforms for different purposes. Social networks are primarily used for social purposes. Blogs score much higher for both getting information and sharing opinions. (See the full presentation here.)

Social media can work for brand development and marketing. It doesn’t come quickly or easily, as I’ve said many times. It’s important to start by recognizing that not all platforms are created equal, as far as marketers are concerned. The corollary to that statement is that it takes different types of marketing effort to be successful on different platforms. Starting from this rather simple premise should help brand marketers develop social media strategies that do have impact.

Deconstructing Facebook

2009-09-18T10:15:00.013-04:00

The announcement this week that Facebook had turned cash-flow positive (not profitable) generated a lot of buzz that I don’t need to contribute to. However, it did remind me that I’ve been confused about the term “fan pages” ever since the new corporate pages were announced in March. No one, at that time, was using the term fan pages. It probably came into general use because brands want consumers to “fan them”— or maybe it was just to confuse me!

In any event, fan pages were introduced to give businesses an alternative to the existing groups pages. This chart from Search Engine Journal gives a good comparison. The conclusion that groups pages are better for discussions and fan pages better for long-term relationship building is important. If you are thinking about building a fan page, or you want to assess your existing one, here’s a good post from Carnet Williams at iMediaConnection.

eMarketer (September 17, 2009) had some good charts on current Facebook growth. Last month it was highest among young males, but followed pretty closely by middle-aged men and middle-aged and older women. The demographics of Facebook remain young, but older groups have been gaining steadily in recent months. If a Facebook page is an important part of your marketing strategy, you might want to follow Inside Facebook, which keeps up with these developments.

That reminds me—I need to find a young friend on Facebook and congratulate her on her recent engagement. Such is life in the world of the connected—of all ages! Are you making it easy for your customers (actual and potential) to stay connected with your brand?

McKinsey 'Gets It' in New Media

2009-09-16T11:14:00.010-04:00

That’s true in a number of interesting ways. One of my students highlighted the article from their global survey that tracks business adoption of Web 2.0 techniques. If this were about the data, I could pretty much leave it at the title of the first table, “Greater Knowledge and Better Marketing.” For me, that sums it up! From that data, eMarketer (September 16, 2009) has a nice chart that point out that different Web 2.0 technologies work better for different purposes/audiences. That’s important too.

But what I’ve enjoyed watching over the past several months is McKinsey’s own efforts to make its content interactive and push that content out on several Web 2.0 platforms.

• Look at the article itself. It has an interactive chart that is a nice way to portray their three years of tracking data. There’s also an audio discussing the results (see the right bar). Now step back and look at the page. It has a variety of ways of drawing you into the article and a variety of ways of reader sharing. At this moment it has 53 recommendations—pretty good! It has a big Facebook logo.

• They (technically, “they” is the McKinsey Quarterly journal, not the consulting firm) have almost 40,000 fans on Facebook. This is from my page today. They keep it up; people respond—51 people like it and there are 12 comments. Also good!

• I don’t follow them on Twitter, but they are active. It seems to be a combination of feeds as they publish new articles and manual Tweets that point to certain articles or information. They have over 15,000 followers.

• I just added their marketing content sidebar to this blog; look on the right sidebar. It caused the one failure I found; the automatic post to Blogger didn’t work, although the usual copy embed code did. I needed to work on the sidebar anyway (hate to do that), so it didn’t make much difference. I think I first noticed the widget in February when they asked Facebook fans to give them feedback on it. All very good!

It’s not just being on the social networks; it’s using them consistently and for the appropriate purposes.

It’s about making your stuff work.

Most of all, it’s about having a consistent strategy across platforms—from your website through all the social networks you choose to use.

McKinsey gets all of this!

P.S. I couldn't resist adding this; it came in about an hour after I made the post. Another good catch by McKinsey!

Consumers Trust (Some) Online Content

2009-09-15T11:41:00.007-04:00

We know that traditional media is declining and that consumer attention and marketer budgets are aggressively moving online. One of the comments to a post last week reminded me of the importance of the question, “What content can we trust online?” That motivated me to pull out the Nielsen Global Online Consumer Survey data from this summer and take a look at it. This twice-yearly study surveys 25,000 consumers across the globe.According to the article in AdWeek, “When it comes to trust, personal recommendations and consumer opinions posted online are most valued by consumers worldwide.” Word of mouth from people you know is the most trusted. Consumer reviews posted online are second, although there’s quite a gap. It’s interesting that brand websites are equally trusted. It’s also interesting that traditional media ads rate considerably higher than do online ads.

Additional data from the study, presented in the Marketing Analytics blog, gives another perspective. The study found trust in advertising increasing across the board. According to this report, “consumers today are more trusting of every marketing channel tracked compared to two years ago, save newspaper advertising, trust in which declined a marginal 3%.

The study disclosed some good news for online in particularly banner ads. The percentage of global consumers trusting banner ads grew 27% between 2007 and 2009 and the percentage trusting ads in search engine results grew 21% from 2007 to 2009.” According to eMarketer (August 3, 2009) there are differences between various areas of the world. North America sits pretty much on the average. Even at that, the overall level of trust in online advertising could still be higher.

Why is trust growing? Better behavior on the part of marketers? More need felt by consumers? The respondents feel that advertising helps them make more informed decisions. Some even find it entertaining! I wonder how much the state of the economy has to do with it. Seventy-one percent of respondents agreed or strongly agreed with the statement, “Advertising contributes to growth of the economy.”

That shouldn’t let marketers off the hook; it seems abundantly clear that consumers are looking for information—from their friends, from online reviews, and from advertising. Doesn’t that give a strong message as to what we marketers should be doing?

9/11, Service and Social Media

2009-09-11T11:35:00.003-04:00

On September 11 a lot of people want to do something. Using social media to support that very human emotion makes sense.
This morning I got an email from Service Nation, a non-profit that encourages citizen service opportunities. Among the service initiatives they are promoting on 9/11 is a Cities of Service Program. The idea is for individual citizens to submit service ideas/opportunity to the major of their city. The email linked to a simple form for that purpose.

New York City Mayor Bloomberg appears to have led the way with a program to encourage New Yorkers, especially young people, to volunteer for service. It has an active website, many non-profit organizations as partners, and initial commitments from citizens from all walks of life to serve.

There’s a catchy and engaging part of the program called “Share Your Blank.” The point is that everyone has something worthwhile to share. The program not only allows them to serve, it allows them to talk about their service in order to inspire others—social media in action.

One important point is that initiatives like this don’t happen in isolation. I heard about it from Service Nation. NYC had a lot of partners when they launched the program. It seems vibrant and active, so they probably have more now.

It’s not only a lesson in encouraging service; it’s a lesson in making social media social. Both are appropriate on 9/11.

A Global View of Collaboration Tools

2009-09-10T10:37:00.006-04:00

This chart of collaborative tools was sent to me by a colleague in the Netherlands—thanks, Ailsa! It’s informative itself and it leads to an interesting collaborative platform. Note that you can attach notes to the title bar, which is useful.

I copied 3 categories that were of most interest to me—platforms that allow you to create a private network, work group sites, and presentation sites. The map is huge; for the rest of it you’ll have to look at it for yourself. I’ll bet you agree that you had no idea there were all these platforms for collaboration of various types—Ailsa and I certainly didn’t!

Take a look at the MindMeister platform and some of the domains that are being mapped with it. Does it remind you of something you’ve done in a more ad hoc fashion on an easel or a whiteboard? The platforms listed here make something we’ve been doing all along easier, and being able to update it publicly, but in a controlled fashion, is real collaboration.

If you’re interested in collaboration, either as a small business person or as a project or team leader, you should take a look at another site. The App Gap blog, which I found courtesy of a Tweet by Ivana Taylor at Strategy Stew, talks a lot about collaboration and covers other topics of people who manage teams or small businesses. One correction though. Looking carefully, it’s not a blog from Intuit; it is from Beeline Labs and sponsored by Intuit QuickBase. Take a look at the blog. Is it a good promotional move for Intuit? I think so. I’d suggest that they connect it somewhere on their site; a new section for sponsored blogs would make sense. The Intuit site already has a lot of good resources for small businesses. Why keep this one secret?

Happy collaboration!

Encouraging Local Businesses to Go Social

2009-09-09T13:15:00.005-04:00

It’s no secret that I’m a fan of local media and find their business proposition compelling in a world where traditional print (see yesterday’s post) seems on an irreversible downward path. I’ve written about Cape Cod Today before. I post a local blog there and have become somewhat familiar with the operation. It is part of their local orientation that they have a blog design and marketing service as one division of the business. I follow them (as well as Wicked Local Cape Cod) on Twitter; it’s an interesting way to keep up with local news for someone who long ago stopped reading the print version of newspapers. They have a Facebook page which appears to be manually maintained with 135 followers as of today. Their Twitter account has 750 followers and uses TwitterFeed to automatically post items from their home page. The ratio makes sense to me.

Going through my summer info, I was interested that, having learned about Facebook and Twitter themselves, they had introduced a new service for their clients; setting up a Facebook page and/or Twitter account. I took a quick look at some of the businesses using the service.

The Facebook page of the skydiving service is vibrant—makes sense. This is an experiential service and Facebook is a good place to give a sense of the experiences. I don’t find a Twitter page for them. 140 characters doesn’t give a good opportunity to create a sense of experience but it could link back to the Facebook page or to their website. Their website offers basic information but not much fodder for the social sites; it’s connected to their Facebook page and that works. The website doesn't have a prominent Facebook logo, and given the richness of the content there it should be useful to people considering a purchase. A key question is--how much content can three people be expected to keep up? That will help reduce the number of options!

The Mediterranean-style taverna is active on Twitter—a good place to promote today’s menu items and special events. I don’t find a Facebook page for them (why is it so hard to be sure?*?), but they have a blog on their website.

The yoga instruction center is using Twitter primarily for branding. Not an ideal use perhaps, but this couple has had a blog on CCT for awhile and they use it in the same way. It’s an integrated communications program that’s likely to pay off for them over time.

Three businesses—three different approaches to social media platforms. There are two primary take-aways. First, any business must use the best platforms for their objectives, which must themselves be closely mapped to the business concept and objectives. Second, the social media platforms can be a real hog of employee/owner time. It’s important to select the right one and to use it consistently.

I checked another Facebook/Twitter combo for a local business which CCT describes as “recently set up.” No activity—no posts, no Tweets, no new fans or followers. That’s the danger. Everyone I know is surprised by how much time and effort it takes, whether “it” is a blog or a Facebook page or another social media endeavor. The exception can be Twitter, where it’s possible to feed directly from your blog or Facebook page, making posts do double duty. That’s fine. Whether it’s enough is a question.

Social media is a commitment that local and other small organizations should consider carefully. Many of them cannot afford much/any media advertising, so it seems a sensible option. However, there are possible downsides. Does an unmaintained page damage the brand of a small local business as it would a national brand? Probably not as much, but it can’t help. Will you buy from a retailer with a messy store? Unlikely. Does the same principle hold true for keeping your Facebook page up to date? Time will tell. My guess is yes!