Conversations and Connections

Turns out some of your friends are jerks

nospam@example.com (David B. Thomas) — Sun, 08 Nov 2009 21:55:25 -0500

There's a paradox in my involvement in social media that people who know me well will understand: Often I don't want to know what most people are thinking. For instance, the absolute nadir of human communication is occurring in the comments sections of YouTube and local news sites. I avoid them as much as possible.

I had a moment this weekend with Facebook that showed me a future I find as unpleasant as it is likely. Facebook is essentially becoming the shadow Internet, from email and chat within the site to photo and video sharing to applications and the ability to share links. More is no doubt on the way, all geared toward keeping people on the site as much as possible.

I still remember the first time I was shocked by someone's callousness on the Internet, in the mid '90s. A relative of a Lockerbie victim said in a forum he was sure those who died in that crash were all in heaven, and someone argued with him. I felt shocked and saddened that someone within what I had previously seen as a polite and supportive community would go out of her way to say something pointlessly hurtful.

I'm seeing inklings of that on Facebook now. The first (very mild) one for me was several months ago when someone I've friended on Facebook but don't really know challenged a comment I'd made about music by admonishing me to have a more open mind. I was a bit taken aback. Anyone who actually knows me will tell you my musical mind is pretty darn open. Put my iPod on shuffle and you might get Icelandic rap, John Coltrane, vintage Chapel Hill punk, '70s African funk or Erik Satie.

Today while looking at posts from two of my (actual, real-world) friends, I read comments to their posts, made by people I don't know, that really annoyed me. I won't go into the details but the comments were smug, confrontational and ideological in nature. They were basically written to scold the person for not thinking the way they did.

That's not what I come to Facebook for. The real world gives me enough of that. I'm not interested in debate. I'm not interested in your politics or your cultural biases. And I'm certainly not interested in reading things that make me angry written by people I don't even know.

I'm also more than a little worried about the petitions to create a "Dislike" button. I'm sure a lot of people will use it to say, for instance, "I'm sorry your car broke down in Boise," but a lot will see it as the "I disagree with you" button. How can making that quick and easy contribute to a more positive discourse?

I know I can unfriend people and hide comments, but I don't think there's any way I can keep from seeing your jerky friends' comments. Maybe we all need to agree to unfriend jerks. I'm just dismayed that, like I had to do with the Internet 15 years ago, I now have to come to terms with the fact that Facebook isn't a big party of like-minded, polite, well-meaning people. It's a microcosm of reality, and we'll have to get better at filtering out the realities we don't want.

Inevitable, yes, but a shame nonetheless.

Photo by Gumuz / CC BY 2.0

Does the word "blogger" mean anything anymore?

nospam@example.com (David B. Thomas) — Fri, 06 Nov 2009 14:33:14 -0500

I was in our External Communications team staff meeting earlier this week listening to a discussion of SAS' Premier Business Leadership Series event in Las Vegas, and the journalists and bloggers who attended. Some of the "journalists" write for print, some online, and some both. Some of the "bloggers" are influential and have large audiences in the markets SAS serves. Our PR team is actively engaged with all of them, helping them with stories, answering inquiries and building relationships.

So what's the difference between a blogger and a journalist in this context? Is it just the medium they use? Considering that some of the "journalists" are writing online, does it come down to a distinction of how their text is entered?

I thought about this same thing at BlogWorld Expo, which covered everything from blogging to tweeting to podcasting to video. There was such a spread of people there that had almost nothing in common other than that they were participating in digital/social/online/2.0 media.

I just looked at the Technorati list of the top 100 blogs. What does The Huffington Post (#1) really have in common with Gizmodo (#2)? And is my personal blog (imaginatively titled David B. Thomas) really in the same category as, say, Copyblogger, just because we both use WordPress?

We could all come up with qualities and attributes that define what blogging means to us (openness, participation, community, equal access of ideas) but does the word "blogger" really mean anything anymore?

The term "social media" was coined to identify the tools, and has expanded to encompass the principles and techniques and, more important, the philosophy. Before too long the term itself will lose any relevance. Some say that has already happened. I think it's already happened to "blogger."

What next? Writer? Author? Communicator? Or does the importance of the medium used become irrelevant, and disappear within the larger role of the person using it?

Photo by mattwi1s0n / CC BY 2.0

Social media trends for 2010, from David Armano

nospam@example.com (David B. Thomas) — Mon, 02 Nov 2009 16:28:20 -0500

Lots of people make grand (and often unrealistic) predictions about social media and where it's going. David Armano from the Dachis Group has a very practical, believable set of predictions on the Harvard Business blog. Worth reading.

He's spot on about social media becoming less "social," and I've been predicting that as well. As more and more companies get involved in social media (and spammers, and scammers) more people will find ways to filter them out. It's just like in the early days of the Web. The early adopters and purists will be scandalized and rail against the commercialization, and the rest of us will get on with it.

Scaling social media will be a big issue for corporations, according to David, and SAS is no exception. We're working on our social network strategy, figuring out what our global corporate presence should look like in places like Facebook and LinkedIn.

The next step is Twitter. I've been giving a lot of thought lately to the challenge of maintaining Twitter presences for an 11,000-employee organization. In 2010 we're going to need some strategies for breaking it down into manageable chunks and figuring out who's going to do it.

I like David's ideas about making social media more fun, too. That's something companies will need to take into account. Again, as in the early days of the Web, the novelty of social media will wear off as more and more people become involved. It won't be enough to just be there; we'll need to make it fun to come find out what we're saying.

In traditional marketing communications, that meant contests. In social media marketing, it means a lot of other things as well, like quizzes and games and interacting with other people and videos and that are actually funny. SAS has a very engaged, smart and active user community. What could we do in social media to give them an outlet for their enthusiasm, intellect and wit, and do it in a way that attracts other people to the party?

David also predicts that "your company will have a social media policy," and I'm glad we're on top of that one, having released ours internally in June. The more people I speak to in positions like mine, the more I realize that SAS is actually a bit ahead of the game in that regard, although we still have a lot to do in terms of communicating our guidelines internally and sharing best practices.

David's prediction that "mobile becomes a social media lifeline" refers to the fact that a large number of companies block social media participation by employees. When I hear that, I'm reminded of John Gilmore's quote, "The Net treats censorship as damage and routes around it." If a company blocks employee access to Twitter or Facebook, are they going to confiscate their mobile phones at the door? I'm glad SAS has a more enlightened and trusting policy.

The final prediction that "sharing no longer means e-mail" is extremely relevant for companies as well. David says it will become "more mainstream for people to share with networks what they used to do with e-mail lists." Those "share this" links at the bottom of web pages and blog posts will - and should - become ubiquitous. It doesn't do you any good to create great content if people can't find it and can't pass it along. And yes, I realize I don't have one on this blog.

I'm also working on a summary of the key themes I picked up from a few recent conferences that will look at trends as well. Keep your eyes open for that. In the meantime, what are your predictions?

Photo by Manky Maxblack / CC BY-ND 2.0

Social CRM: Connecting your sales force to the social web

nospam@example.com (David B. Thomas) — Fri, 23 Oct 2009 16:51:43 -0400

Mike Schneider (@schneidermike)

Notes from "Social CRM: Connecting Your Sales Force to the Social Web" at the Social Media Business Forum

The problem: The sales force is busy, they're under pressure, they've got quotas and are presented with different methods.

Social CRM: "The company's response to the customer's control of the conversation." - Paul Greenberg

This stuff isn't new. It's an opt-in world. Old media is still effective but as time passes we need to evolve. People are using Hulu, YouTube, social media, etc. We've gone from being content consumers to content creators. We're critics. We're collecting content and passing it on.

Sales is a social game. We buy from people we like and have a relationship with.

Brand personification: As a brand you can facilitate, provoke and participate in conversations. You need to create a community or participate in a community that actually exists. You'll mine the information and create a segmentation strategy.

Conduct a brand identity exercise. What does your brand care about? Mike worked on a grocery store brand that wanted to promote conversations with the characteristics easy, healthy and affordable.

Control: Since it's an opt-in world and messages are really easy to ignore, the customer controls the conversation. You need tools to go into your communities and pull out the conversations that people care about. Ask yourself who you care about. Use the available tools to mine the data and plug it directly into your platform.

What we really need, Mike said, is natural language processing via text mining, and sentiment models that tell whether it's positive or negative. (My colleague Manya Mayes responded and gave some background on this. This is a topic that SAS is working with. Here's a post from Manya on the topic of sentiment analysis).

How? Participate, facilitate and provoke the conversations. You have to get in tune with the conversations that matter, participate in the communities, mine the data, add the people who matter to you to your CRM system and create a separate channel of communication to them through your CRM. The conversations they're having become an additional data point in whatever model you use.

Question from @JeremySaid: What about the ability to pull these conversations in from social media and sort out who they're talking about, and pull them back into a CRM system and filter them?

That's what we're trying to get at, and it's not automated right now. We have teams of people who pare through the data. We're not the only people doing it that way. Katie Paine does it this way, Mike pointed out. She has blog readers who go through the content.

The big problem right now is that many of the systems available are expensive and are not integrated. "People like me are begging Radian6 to go down a natural language processing path."

Manya offered some further information in response to Mike's question about what SAS was doing and gave some background about SAS' sentiment analysis and the solution focus and integration we're trying to bring to this issue.

"The person who hands out business cards at a picnic never wins. The person who drinks brews, hangs out and plays lawn darts does." - Gary Vaynerchuk

Mike said social CRM isn't just about sales, but more of a marketing function designed to generate leads that can be passed on to sales.

If a sales person understands social media and the audience is in the community, Mike is not against sales people being active there.

The big deal, Mike said, is mining the community and doing the analytics.

The future of business on the social web

nospam@example.com (David B. Thomas) — Fri, 23 Oct 2009 14:25:57 -0400

Panelists (left to right) Laura Fitton (@pistachio), John Andrews (@Katadhin), Lucretia Pruitt (@GeekMommy) and Jason Falls (@JasonFalls)

My notes from The Future of Business on the Social Web panel at the Social Media Business Forum

Jeff Cohen started the panel with a question: Has social media gone beyond communications? Does it impact everything a business does?

Jason: "Social media" is an adjective. There's always something after it. The "thought leaders" in the social space have been talking about the concept of social business for the last year or so. If you take away all their marketing spin, it comes down to how we are engaging customers. Social media marketing allows for individuals and brands to engage their customers on a level they've never done before. If you transfer the online engagement to offline, like Panera offering free wifi, yes they are turning themselves into a social business, but they're finding a new way to engage customers.

Lucretia: I argued against the term "social media" pretty vehemently for about a year because it referred to the tools. One of the things I've found is you don't get to control what people call something. The community, and by that I mean the people with the loudest voice, tend to pick their own terms. A couple of years ago we were stuck on "Web 2.0." "Social media" has become our junk bag term for "anything that might possibly use Twitter." It really is supposed to be in relation to using specific tools to achieve a goal, but that's not how people use it.

John: When I was a lowly marketing assistant for Sara Lee, the magic bullet in marketing was getting the right message to the right customers at the right time. Now you have that power and it's freaking everybody out. Who cares what you call it? In the end of the day it's about engaging people in a real, authentic and meaningful way. We'll go through another naming cycle in the next six months. The reality is it's about customer engagement.

Laura: The word is "media." We'll get over the "social" part eventually. Do we call it "book media" or "radio media"? In March 2007, I looked at my then-husband and said, "Where do I do the browser upgrade to get Web 2.0?" And I wasn't kidding. It's silly to have a social media specialist.

Jeff: Beyond the term, what is changing about how businesses communicate? Should companies wrap their heads differently around how they engage with customers?

Lucretia: "Only if they want to do better." The 20th century is over but we're back to 19th century ways of communicating. It's about how people share information. It's the same as it's been for centuries.

Jason: Because of social tools that businesses see as beneficial, we're returning to our moral compass as a marketplace and a society. We hear terms like honesty and transparency. If you strip away the technology and corporate mumbo jumbo, consumers are saying, "Stop lying to me and telling me to buy crap. Allow me to rely on the word of mouth marketing and referrals I get from my friends, not listening to marketing and advertising spin."

Lucretia: Criticism is a privilege to a business owner and if you don't see that, you're missing an opportunity to do better.

John: We're still in early days. Jason and I were saying that next year we need to spend more time at conferences talking to people outside of the group of people who already understand social media.

Jeff: We realize that times are changing. What do businesses need to do now to be properly positioned in the next three to five years?

Laura: Start listening. My four word social media hack: Listen, learn, care, serve. The more useful your content is for someone else... This is a service business.

Lucretia: I'm not sure about the "serve" part. A lot of people in social media don't have that noble intention, but I didn't go out to make the world a better place. I wanted to connect with people, but it wasn't with the intention to serve.

Laura: If a company is generally solving someone's problem, their sales go up, so it isn't as altruistic as it sounds.

Jason: Companies have to relearn how to have conversations with people. It's not that we've forgotten as individuals. For some reason, there's been this detachment between individuals and companies having conversations. We have this fear that the CEO is looking over our shoulder, or the legal department will slap our hands. We have to understand that our customers want to have conversations with people, and sometimes it's with people who work for companies.

Lucretia: One of the things I keep hearing, when we mention the legal department, it's said as an epithet. If you want to change it, we'll have to change the legislation. Companies need to get active in changing liability laws so that those things the lawyers are worried about won't be an issue in five years. The lawyers arent' just mean; it's their job to protect the company's interest. How do we change the legislation to reflect how our businesses will operate in the future?

John: This will come down to business results. At the end of the day if you can't answer the question empirically that it sold more stuff, it won't get done.

Jason: Mainstream reality check: For the most part, people don't mind advertisements from companies they like. They hate advertisements from companies they don't.

Laura: Another social media strategy hack: Make good sh*t. People say Apple has no social media strategy, but they have the most thriving social media community in the world because they have so many evangelists.

Jason: Apple has created a community without trying to create a community, because they make good products. Fan groups for products, TV shows, etc. have grown up because of the fans.

Lucretia: No Facebook fan page will ever make up for a crappy product.

Laura: It's hard to do, but it's becoming easier every day to make great products because we have a huge firehose of people talking about what they want. Social media needs to get past marketing and get down into R&D and product development. Social media needs to filter in to many places in the organization.

Jason to Laura: You said yesterday that you put all of your eggs in the Twitter basket. What if Twitter changes or goes away?

Laura: In 2008 I staked my whole livelihood on the idea that Twitter would take off. The key of Twitter is mobile, social, networked small messages. If Twitter goes away, the things I am still interested in will endure.

Question: You talked mostly about social media for marketing. Can you reframe the comments on how to use social media for publishing? When you're trying to get the news in social media, how do you reach the people who are used to the newspaper.

Lucretia: I don't think social media will kill the newspaper. It's the difference between data and analysis. The analysis aspect of social media is huge. We turn to newspapers and periodicals to answer the question, "What does that mean to me?" Facebook, Twitter and all the other tools allow us to ask people, "What does that mean to you?"

Question from Wayne Sutton: There was a time when businesses were trying to create their own social networks. It really didn't work because they found their customers were on Facebook, forums, Ning, etc. Is it valuable now for businesses to create content and own it on their websites?

Jason: I agree that businesses need to be all about creating content, but they have to be not content centric but consumer centric. If your customers are on Facebook, give it to them on Facebook. They may not want to go to your Web site.

Laura: Be super careful what you measure. If the numbers are "super easy" to measure, they may not actually be valuable. I had a business ask me how many Twitter followers meant we were doing a good job. It depends on who you are and what you're selling.

Adam Covati question: There are a lot of people here with a lot of needs. What have you seen that is your pet favorite that actually does something useful?

Jason: When I worked for the alcohol, wine and spirits industry I spent all my time on a forum about bourbon at straighbourbon.com, because those guys were "flippin' crazy about bourbon." I could go to them and tell them we were launching a new product and not just get the message out to 300 people, but 300 people who would influence thousands. Forums and message boards, depending about the niche, can be a very important component of your marketing mix.

Lucretia: My favorite thing this year is Whrrl. Robert Scoble said it's the next Twitter.

Question: As a state government employee I had to fight to get here. I have to go back to my office and explain why we should engage in social media. I need concrete advice.

Jason: Social media has emerged because this is where the majority of the American people have gone to talk about products and services, including governments, and you work for us.

Laura: Social media saves money. As a taxpayer I'm getting annoyed that my tax dollars are being spent on expensive things that don't work.

John: Show them that people are already talking about you online and that you aren't there.

Question: I have a personal pet theory that B2B and B2C are going away. It's all just P2P. What are your thoughts on B2B and B2C emerging as just "marketing"?

Jason: Laura said it earlier: It's person to person (P2P). You sell to people. If you're reaching out to them in an honest way, you'll win. That's how it's always been; we're just putting it into words.

Lucretia: People don't buy from companies, they buy from people. If I'm going to refer a service provider it's because I have a relationship with them.

Question: What's the one thing you think you did wrong when you first got started, and the one thing you knew was right the moment you did it?

Laura: The reason my name is Pistachio is because I had a hideous green home office. My first Twitter account was called Pistachio and was very anonymous. Don't look at anybody else and think they know it and you don't. Just do it and screw up and iterate. My best thing? Be lucky. I've been in the right place and I'm grateful.

John: As a 12-year consumer packaged goods guy, you get trained early on that Proctor & Gamble invented it and there's a model for how you do it. That model does not work here. I tried to use it and failed miserably. To get over that model I talked to the most knowledgeable people in the space and asked, "How do I do this?" and I listened.

Lucretia: I've blogged for a really long time. As a college professor I used to teach people how not to leave an Internet footprint. For the first year on Twitter I refused to say who I was and refused to trust anybody. It wasn't until January 2008 that I decided to come from behind the curtain and took responsibility for what I was doing. Owning what you do is the hardest thing ever, because sometimes we do really stupid stuff. The smartest thing I did? I've been very lucky in my opportunities and the people I've gotten to know. Those opportunities present themselves; the smartest thing I've done is to take them.

Jason: I did not prioritize search for my clients for a year or so and I regret that because I could have done a lot better job for them. The one thing that I've done right, and has gotten me in trouble, is that I am unbelievably honest to a fault and have no edit button whatsoever. When people ask for my opinion, I give it.

Who should own social media inside an organization?

nospam@example.com (David B. Thomas) — Fri, 23 Oct 2009 11:46:53 -0400

Panelists: (left to right) Jason Falls, @JasonFalls; Ilina Ewen, @ilinap;Gavin Baker, @GavinBaker

My notes from the "Who should own social media?" session at the Social Media Business Forum

I came in a bit late for this one. When I arrived, Jason was saying it's better to have a person who is active and engaged lead your social media strategy, regardless of what department they're in.

Ilina: You've got to look at how social media fits into your entire strategy, not just look at what you need to do on Twitter.

Jason: I worry about hiring the 20-something right out of college to represent your brand if they don't have an idea of how it ladders up to your strategy. Quite frankly, I was in my early 30s before I understood what tactics meant in relation to an overall strategy. But it's all about the individual. If you can find the right person and they're in their 20s, go for it.

Ilina: Until agencies get social media and figure out how to bill for it, marketing departments that work with those agencies won't get it.

Question: What do you do if your execs think they get it, but really don't?

Jason: You have to keep showing them what they're doing wrong and give them examples. Social media is still on the bottom of the bell curve. We're nowhere close to social media being a big part of business and commerce. We have to keep evangelizing and showing people what's important.

Gavin: People who aren't doing it "right" aren't going to see the results they want. If their goals are a certain number of followers, for instance, they won't get to that. Gavin follows the Pizza Hut "twintern" (who just got hired full-time apparently) and all she does is "tweet marketing speak." Gavin's example: Ruby Tuesday's calls their salad bar a "fresh garden bar." "Do I call it a 'fresh garden bar,' or do I call it a salad bar, because everybody knows what a salad bar is."

Ilina: Pizza Hut's move adds to the perception that social media is a fad. We need to educate people that they need to determine if they if they do indeed need a social media strategy and if so, to explore the best ways to do it.

Question: I'm 24 and I do have experience. How do I overcome that age stigma?

Jason: Show them you know what you're doing and they'll get it.
Ilina: Demonstrate that you understand social media is not just a tactic, but has to be part of a strategy.
Gavin: It's competence, and the ability to push back if necessary. Demonstrate thought leadership, for instance in a blog, outside of just what you do every day.

Question: Will social media be its own department, or are we putting a square peg in a round hole trying to say who should own it?

Jason: Saying "everyone should own social media" is a cop-out. Someone needs to drive the strategy, the training and coordinate the activities. (Amen!)

Ilina: It's like saying "everybody's is responsible for the brand." That's true, but it still should stay in marketing, or at least a department. It's got to be housed somewhere to keep things consistent.

I made a comment that titles like mine (social media manager) may sound like we're trying to tell people what to say in social media, but what we're actually doing is driving the strategy, the policies, the training and communication of social media principles within our organizations. For SAS it puts a stake in the ground that shows social media is important to us. In a few years there might not be a need for a job like mine if I work successfully to integrate social media principles and practices throughout the organization.

Jason: I've told clients in the past that my job is to get them to the point of social media competency that they don't need me anymore.

Question from Ryan Boyles: Marketing can't own social media because you have so many other people in customer-facing roles.

Ilina: Marketing owns the brand and in a smart organization they understand that the brand permeates all the way down to the janitor. We held brand messaging meetings at American Express with people throughout the organization including customer service. The brand drives how you answer the phone, what your sales materials look like, everything. That has to be housed in marketing, not just from a sales perspective but because they will understand the more intricate meaning about your brand.

Gavin: In ten years that's a different question, but right now you need to have somebody who understands it and pushes it forward. You have to start with someone who knows it, and then it will spread across the organization. It will move to training, product development, our executive chefs, etc. It has to sit somewhere and that's marketing for now.

Question: We're all new to social media no matter how long we've been participating, since it's always changing. Tell us about a mistake you made and what you learned.

Jason: When I first got started I did not emphasize search enough, because 85 percent of all transactions on the web start with search. Social media helps with organic search, but every client has as priority one or two optimizing search. I learned that the hard way with some clients. Please make sure that search is at or near the top of your list.

Ilina: One of the key things I flubbed with clients early on was not telling them to listen first, instead of just jumping in. You have to establish rapport first.

Gavin: I'll share a corporate example. Our CEO tweets. I've been at the company since June. In July we raised additional public money to pay down some debt. He tweeted, "I'm in New York and just raised an additional $70 million to strengthen our brand." That tweet violated the FTC's quiet period requirements. It got picked up locally and nationally. We didn't suffer any consequences but we could have. It became my responsibility because it was "my messaging platform." It was one of our biggest mistakes not to make everyone in the loop and know that people would be tweeting.

Question: Clients are looking for agenices that can integrate PR and social media. Should companies outsource to two different agencies?

Jason: It depends on the client competency and need. You need to understand that if people at your agency are going to do social media for you, you need to make them aware of the brand and give them access. What we need to be doing moving forward is training our clients and brands to own social media themselves so they never have to ask that of agencies in the future. Do you trust someone who works at Ford, or someone who works at an agency that works for Ford? I'm always going to go to the root.

Ilina: It's irrelevant to the customer who pushes the buttons. It's fine if an agency needs to handle it while a client gets up to speed and great to integrate with PR, but a client shouldn't assume the kind of risk it would take to hand it over to an agency.

Gavin: Agencies have a hard time because they aren't inside your organization. If they don't know the right people to talk to and to call into the meetings, it's going to be a fail.

Thirty ideas from the Digital Marketing Mixer you can implement tomorrow

nospam@example.com (David B. Thomas) — Thu, 22 Oct 2009 16:42:18 -0400

(left to right) Stephanie Miller, Beth Harte, Jason Baer and Michael Brito

Thirty ideas from the Digital Marketing Mixer you can implement tomorrow

The closing session of the MarketingProfs Digital Marketing Mixer featured a team of four "mixologists" who gathered and shared their top takeaways from the event. The mixologists were Jason Baer (@jaybaer), Stephanie Miller (@StephanieSAM), Michael Brito (@Britopian) and Beth Harte (@BethHarte).

Stephanie handled the Must Know track:

Build credibility before you start selling via social media.
Allow open (but governed) access for employees to Twitter and blogging.
Broadcast emails are not effective. Create relevancy and be helpful - even once a month.
Use your Facebook fan page to promote key content of your email newsletter.
Join the right conversations at the right time.
Think about your front page as a collection of pages, not one home page.
Improve search spending ROI by using down-funnel data. Use a human filter to get rid of the keywords that don't perform.
Invest in social media. It's not free.

Jason Baer handled the Integrating Marketing Programs track:

Companies are telling people that they have to blog because of their position, but you should find the people who really love it.
Don't be afraid to test things that defy convential wisdom, because you might be surprised by the results.
Clean up your landing pages.
Keep your troops informed.
Insert retweet buttons into PDF documents.
Remove gates in front of content. People are getting used to free content and are less likely to register unless you have really great content that no one else has.
Use your brand community as a free market research program. ("I actually crowdsourced this beard.")
Engage in online communities as a person first, as a marketer second.
Use Google keyword tool to determine how your customers describe you, your products or your category.
Optimize all your content for search.

Michael Brito covered the Engaging with Customers track:

Build relationships with firestarters (influencers).
Build community first, monetize later.
Offer value on Twitter, don't self-promote.
Have passion and jump on every possible situation you can on the social web.
Through the social web, building relationships with customers creates a memorable brand experience.
When you launch a blog or Twitter account, set goals, measure, iterate.
Social media guidelines should be short and succinct.
Be organized internally to effectively manage social media externally.

Beth Harte covered the Peer-to-Peer track:

If you're blogging, no one really cares about your products. Tell them how your product fits into their life.
Humanize your blog.
Get your legal counsel talking to other companies who have succesfully implemented social media.
Have conversations with senior management to find out their appetite for social media.
Provide your community something that is personally beneficial to them.
Let your members decide how they want to use 'their' community.
When doing video, be mindful of people's time, attention and surroundings.
Use trackable links to help track back to metrics.

Beth: You need a plan. Benchmark where you are and create measurable objectives. Your objectives will drive your strategies, your strategies will drive your tactics. When someone questions why you're doing this, you can say, "It's in the plan."

Best quotes:

"Content doesn't win. Optimized content wins."
"People don't expect your company to be perfect. They expect you to provide solutions."
"Don't train. Simplify."
"Measurement is like laundry. It piles up the longer you wait to do it."
"Your customers are listening in social media, and so are search engines."
"Many crummy trials beats the big thinking."
"The art of Twitter is in the retweet - you must be interesting."
"Tactics without a strategy is like doing nothing."

Business Blogging: Tips and Case Studies

nospam@example.com (David B. Thomas) — Thu, 22 Oct 2009 16:01:06 -0400

(left to right) Mike Volpe, Ilya Mirman and Charlie King

My notes from the Business Blogging: Tips and Case Studies panel at MarketingProfs Digital Marketing Mixer.

Panelists:

Mike Volpe, @mvolpe
Charlie King, @CharlieKingGolf
Ilya Mirman, @IlyaMirman

Mike:

Smaller companies can get a lot of leverage out of inbound marketing. The amount of money you have no longer dictates how many people you can reach. The reach of your blog is about the brainpower, creativity and effort you put behind it.

Stop thinking like a marketer or advertiser. Start thinking like a publisher and socializer.

Target content to your personas. Know who the people are that you're selling to and make sure they will enjoy and appreciate the content. Content is what makes you interesting in social media. It's what you link to in Twitter or Facebook, and the blog articles behind them. Without blogging as a core part of your strategy, just adding social media can be a mistake.

HubSpot's blog is their third-most important source of leads and drives about 10 percent of visits to the company website.

SEO and social media are equally important for HubSpot. 25-30 percent of visitors come from SEO and 20-25 percent from social media.

They look at every article they publish from an editorial perspective and look at the number of inbound links, comments and visitors and discuss that information in monthly editorial meetings to talk about what's working and how to enhance it.

They track traffic, leads and sales by channel or source. They can see how each channel is performing. Their two key goals for the blog are to get more traffic and more conversions.

Charlie King, Director of Instruction, Reynolds Plantation

Charlie was named one of the top 100 golf instructors in the world. David Meerman Scott's "New Rules of Marketing and PR" first alerted Charlie to the possibilities. His audience is golf instructors who want instructional materials. Any time he deviates, he gets low traffic numbers. "Blogging is so democratic," he said.

He's also done a lot of video tips. His first video was called "Three Steps to Proper Club Throwing," a funny video which showed up on golf.com. Charlie's first thought was, "This could be 19 years of legitimate golf instruction right down the tubes." He was concerned about the reaction but kept getting positive emails. Golf.com told him the video had gone to a million views in a week, and is now up to about two million views.

"My serious videos, they're in the hundreds." One called "Golf's most important lesson" is up to 18,000 views. He has about 30 videos on YouTube.

Charlie writes 8-10 blog posts per month. He works to keep them SEO optimized and keyword-rich. He has 30 videos and an e-book called "New Rules of Golf Instruction." (No doubt a tip of the hat to David Scott.) His blog now has more than 600 subscribers and more than 15,000 e-book downloads. More important, where most businesses are down 20-30 percent, they are breaking even.

Tips and Takeaways:

Content is king. You can be your own media mogul.
Get started before your competition to get ahead.
Make SEO part of your blogging strategy.
Even non-technology businesses can benefit from a blog.

Ilya Mirman, VP Marketing, Cilk Arts

His company is focused on developers working with multicore processors, a startup that raised a "couple of million dollars" and had a staff of nine. The goal was to create a worldwide standard for multicore processors. They were acquired by Intel, "So that's pretty cool," he said.

Their go-to-market approach revolved around inbound marketing and an open-source business model. They hired no sales people, but had one marketer (Ilya) eight months before shipping the product to implement the inbound marketing approach.

Results:

Reached more than 100,000 developers
Traffic and awareness matched or exceeded competitors
Adoption at >250 universities worldwide
>6,200 inbound links
>3,000 leads
Blog posts boosted search engine ranking for key terms

Tips:

Get the whole team engaged. Everybody can blog a little bit.
Don't obsess over the number of comments.
Inbound links drove their search engine rank.
You don't know ahead of time which posts will drive the most traffic.

They kept an eye on traffic stats and put together the most popular content into an e-book, and drove a big spike in traffic (close to 20,000 copies distributed worldwide).

Do:
- Get your whole team engaged.
- Be real, be genuine, let your personality come out.
- Build an editorial calendar with a broad set of interesting, valuable content. Target the key personas you care about.
- Discover which topics are worth investing more in. Invite guests to contribute.
- Leverage content in many ways: blog, e-books, tutorials, etc., make it consumable via YouTube, SlideShare, social media sites, etc.
Don't:
- ...be a blatant self-centered commercial.
- ...focus on just one topic.
- ...make your blog your only social media effort, instead spend time on other blogs, community sites, and contribute.
- ...worry about number of comments.
- ...worry about slow periods (number of visitors, subscribers, comments).
The slides from this session are available at http://www.mikevolpe.com/mpdm.

Questions:

What kind of editorial guidance do you give bloggers?

Ilya: You need some kind of guidance and editorial control. We suggest that you need at least four or five paragraphs to cover a topic. Sometimes it goes longer.

Charlie: For me it's been more about the videos than the words. If I was trying to do instruction just via words, it could be easy to misunderstand. I have short posts that lead into video.

In order to get a blog off to a good start, you need to give up something to commit the time to it. Did you give up other things or attract new resources?

Charlie: For me it goes in waves. Spring and Fall are my busiest seasons. Now I'm trying to stick to a schedule. I just have to stay later that day. I guess it would be called "giving up time with my family."

Ilya: There's no such thing as a free lunch. I made the case for us investing a quarter of our time in doing this, but it was cleear because of our community-related business value. If you look at it as a marketing investment, stop doing things that have lower value and spend time or money on blogging.

Do you get a lot of negative comments. Are you worried about that?

Charlie: I've had mainly good comments. What I'm doing is not really normal within golf to have a blog yet. Sometimes to get people to sign up I call it a "weekly email update" because the term "blog" does not resonate well with my audience. He got one negative comment about the "New Rules" book. You can't have a thin skin. There's no way to have 100 percent acceptance.

How much does SEO drive your editorial calendar?

Ilya: For us it was more the tail than the dog. We were mindful of wanting to do better on relevant terms but we didn't pick a word and then right a blog post around it.

When you launched your blog, did you do any publicity?

Ilya: We did none of that. I'm not saying that's a great best practice. We wanted to first see if it was of interest to anybody. If the content is bad, all marketing will do for a blog is let more people see that it sucks. When we had the e-book we started sharing it with more people, editors, etc.

Charlie: I had to be stealthy. The general feeling in our company was negative about blogging. My answer if I was asked was that I was writing about golf and golf instruction and our industry, not a personal blog. A year later it's a little bit better.

Do you see the number of golf blogs growing, people copying what you're doing?

The ones who already have bigger names than me have a competitive advantage, but I'm hoping they don't catch on for another year or two. Most of the blogs I see now are golf enthusiasts, not golf instructors.

How much personality should come through in a business blog?

Mike: A lot of it depends on what your brand is. HubSpot has 8-10 people who blog regularly and bring their personalities, but we do want to stay close to the corporate brand. Don't use profanity, for instance, even if you would in your personal life.

Ilya: The bigger deal is not the tone and the personality but the topic. You don't want to be totally irrelevant. Don't talk about what you had for breakfast that day.

Final thoughts: What's your one piece of advice about getting started in blogging?

Ilya: I get no commission, but I would say read "Inbound Marketing." The blog is recurring traffic, recurring revenue. You write a good blog post and it pays dividends forever.

Charlie: I have the email that Mike sent me about what he wanted us to talk about. Not once did he say, "Talk about HubSpot.com," but that is my piece of advice. I followed step-by-step what David Meerman Scott, Seth Godin and HubSpot had to say, and every piece of advice they've given me has been true. Other than that , I would say, "Start small." Have a goal and work toward it. Blogging is a tool to help me reach my goal, and as time goes on it will become a more important part.

Mike. It's a marathon, not a sprint. For the first few months it can be very depressing. You have to think about a long-term strategy. You need a six-month runway before you'll start seeing any real traction. All the examples I've seen, and it was true for us as well, the first few months are depressing.

Integrating Social Media into Your Marketing Strategy to Gain a Greater Response

nospam@example.com (David B. Thomas) — Thu, 22 Oct 2009 12:48:15 -0400

My notes from the Integrating Social Media into Your Marketing Strategy to Gain a Greater Response panel, from MarketingProfs Digital Marketing Mixer.

Panelists:

Pam O'Neal, Vice President of Marketing for BreakingPoint Systems, Inc., @poneal
Glenda Ervin, Vice President, Marketing, Lehman's, @Galen_Lehman
Debra Ellis, Founder, Wilson & Ellis Consulting, @wilsonellis

Pam O'Neal, Breaking Point

Pam led off with an extremely tidy and well-organized slide showing all the different social media tools BreakingPoint uses and the ways they use them. I sincerely hope she'll make her presentation available online. Here's my untidy text-only summary:

Market Intelligence
Monitoring (RSS feeds, Twitter, Clicky, BuzzStream)
Crowdsourcing (Twitter, LinkedIn groups, HARO)

Thought Leadership
Education (blog, Twitter, forums, RSS feeds)
Awareness (community, blogs, video, twitter, marketwire)
Community (LinkedIn groups, blog, YouTube, Facebook)

Demand Generation
Search/onling mktg (Google, Bing, Yahoo, StumbleUpon)
Web traffic generation/conversion (RSS feeds, Twitter, blog)
video/podcast/webcast

Sales Enablement
social prospecting (LinkedIn Q&A and groups, Twitter, blog)
pipeline influence/nurturing (blog, Twitter, LinkedIn)
sales education (YouTube, blog, Twitter, Yammer, Wiki, RSS feeds)

Glenda Ervin, Lehman's

Lehman's carries "the largest selection of old-fashioned, non-electric appliances in the world," Glenda said. Customers have choices. When her father started his store, it was the only store you could go to. Now customers choose how, where and when they want to shop. "For us it's not about the how many, it's about the who."

Their social media strategy revolves around "branding Dad." He has his own Facebook page, a video, his photo on the side of trucks, etc. "It's not fake, it's real."

Glenda pointed out that it's no longer enough to satisfy a customer. What you want is a loyal customer. A satisfied customer will leave. A loyal customer will come back. Take quality and marry it to consistency, and that breeds loyalty. "And then for us, we put Dad's picture on it."

They began to realize all the different things they did that could be shared in social media. "If we're doing a cider press demonstration in the store, why not shoot a video of it and put it online?"

Lehman's also subscribes to the theory that it's better to have negative comments on your own site where you can see and deal with them.

"We love to get bad reviews. We want to know immediately so we can address it. Plus, in our small marketplace it shows that we care."

Random tool mentions: They use Kaboodle and StumbleUpon, which work well with their predominantly female audience. They see Facebook as "an international, free, real-time focus group."

Steps for getting started:

Start by looking at sites you like and seeing what they do well.
Have somebody get involved and keep up with it.
At the very least, set up a Google Alert for your name. Find out what people are saying about you.
Comment carefully and non-defensively in social media because it sets you up as an expert. Answer other people's customer service questions.
Never ignore a super-negative post or a super-positive post.
Join and make a commitment to offer relevant content on a regular basis.

If people say they don't have time for social media, that's irrelevant because "it's not about you, it's about the customer."

Their blog is the number one referrer to their Web site. They post based on what customers are interested in, "from plant to plate to pantry."

Some successful blog posts have included:

Why do people become and stay Amish?
What are you growing?
What to know before you grow
What to do in Amish country (written by her 10-year old daughter)

I looked at the @Lehmans Twitter stream. This was the second tweet I read:

You can remove the hulls from grain by hand. http://is.gd/4pNX6 But, it's slow. Anyone know of a home-sized grain cleaner/dehuller?

Debra Ellis, Wilson & Ellis Consulting

Debra began by focusing on how to sell social media to clients and bosses. Her advice: Have a plan. You can't walk in and say "social media is great." It needs to have goals, tangible objectives, strategy, contingency and scorekeeping.

The social media view is, "It's all about the conversation. But at the end of the conversation if we haven't discussed something about business, I don't know what you do and you don't know what I do."

The typical corporate view features a continuous cycle of Merchandising - Marketing - Operations - Financial. Where does social media fit in?

In the revised social media view, it's all about using conversation to enhance the customer experience and expand marketing reach.

The goal of traditional marketing is to get the sale. When you add social media, the becomes not only to get the sale but to get the customer talking about your company and your product.

When presenting to people inside your company you need to convince, Debra suggests presenting your ideas in corporate language: increased sales, reduced costs, specific goals, measurable results, intangibles.

Focus on what's right for you, your community and your corporate culture.

Debra's takeaways:

Begin with the end in mind - look for the ROI.
Keep it simple and strategic.
Complete the cycle: add consumption to the marketing/sales/fulfillment cycle. Make sure your clients are using your products and services and talking about them.
Get out of the fishbowl. If you hear about some new channel you think you need to try, go back and see if it fits into your plan.
Connect the pieces: marketing, channels, employees, operations and customers.

Debra's ebook The New Rules of Multichannel Marketing is available at http://tinyurl.com/wec-mpdm

One audience question asked about Google vs. Bing. Both Debra and Glenda are Bing fans. Debra said, "I love Bing. People go deeper and stay longer." Glenda added, "Surfers use Google, shoppers use Bing."

How Big Brands Engage in Real Time Conversations with Consumers

nospam@example.com (David B. Thomas) — Wed, 21 Oct 2009 13:04:52 -0400

Notes from the panel discussion today at MarketingProfs Digital Marketing Mixer.

Panelists:

Michael Brito, @Britopian
Becky Carroll, @bcarroll7
Tom Diederich, @Dieds

For their Ajay Bhatt campaign, Intel found their was a huge outpouring of demand for t-shirts with Ajay's picture, based on the conversations on Facebook, Twitter, blogs, etc. They gave away 100 t-shirts in June, sent the winners the shirts and asked them to upload photos of themselves in the shirt. The web metrics show there are still people searching for "Ajay Bhatt t-shirt contest." Michael is engaged daily with 15-20 of the winners. Lots of them still comment on Intel news, retweet it, etc.

Search for "Ajay Bhatt" in Facebook and there are mutliple fan pages. One is official, has 1500-2000 fans and has a lot of engagement.

"Did it move the needle, did it impact sales? I don't know." But it created memorable brand experiences for the people involved.

Becky Carroll:

Case Study: Hansen's Connects with San Francisco Hansen's sells natural sodas. They have very loyal and enthusiastic customers and wanted a new way to connect using social media.

"Social media is not a campaign, it's a relationship." That's harder to get management to buy into. Hansen's started with a "Hansen's Loves San Diego" photo contest. They asked people to take a picture of themselves in San Diego with a can of Hansen's. It was quick, "got some uptake." The results were "okay, not out of this world." They wanted to go back later and do some more, but the fact that they had looked at it as a campaign and not a relationship meant that all the traffic they had built in Twitter, Facebook, etc. had died off.

They changed their social media stance from broadcasting ("Hey, we don't use high-fructose corn syrup!") to a more conversational stance. They tried to tweet things more relevant to the audience (information on natural foods, gardening, etc.) It changed the nature of the communication with audiences. They had direct interactions with customers and even got
mentioned as someone to follow in Twitter in "Follow Friday" tweets.

Offline is just as important as online. Hansen's had street teams as well, giving away cans of Hansen's, driving around in Smart cars, taking photos of fans with the cars, posting them to the Facebook page and encouraging fans to come to the site and tag themselves.

San Francisco campaign traffic was 70+ percent referrals from social media sites. Over 40 percent of the referring traffic was from Facebook. More than 15,500 votes. Ten percent of the people who came to the site engaged and voted, compared to 1 to 2 percent average.

ROI: Cost per reach including street teams was 12 cents. (Hey! Actual ROI numbers!)

They have fans who are interacting with them as friends online. The next step is to build on these relationships and take it to the next level, enlisting their new online evangelists to spread the word.

Tom Diederich

Started at Symantec in the B2B-focused side. Symantec inherited an existing community from Veritas acquisition in 2003. Customers kept it going. Tom reinvigorated it. There were three
superusers who answered 90 percent of all customer inquiries. Tom made them his "VIP group."

In about four months they created the Symantec Technology Network: user driven site including tech news, tech videos, expert blogs and forums. Tom moved on the Cadence, where "community became the front page."

"Promotion of your community is key. At Cadence, we put the community front and center on cadence.com."

The community was limited to two main sections, forums and blogs. Tom looked at blogs "in a new way; treating them like a newspaper." Tom set up weekly editorial meetings and had an
editorial calendar. "Your bloggers aren't journalists, they are your advocates. They need to be guided and given some help. Having a managing editor is really key."

Audience questions:

To what extent are your campaigns and engagements providing incentive for participation. What do you think the FTC rulings will do?

Becky: Hansen's incentive was the possibility of winning $500 in the contest. For anyone who entered, money was donated to a San Francisco urban gardening project. As far as the FTC ruling goes, there was a session at Blogworld. From what she saw, the Hansen's campaign would not have been affected as it was a traditional product giveaway and contest. Since these were consumers and not bloggers, she doesn't believe it would be covered under the FTC rules.

Michael: Contests are good for launching campaigns but not for sustaining relationships. Intel is full disclosure on everything. We're very careful with how we interact with bloggers, isclosing everything.

Tom:

If you're a community manager, you never want to reward your superusers monetarily. They want recognition. You can create fun and creative ranking systems that people can move through. They get special icons they can use for their LinkedIn pages, blogs, etc. If they're really dedicated, fly them out once a year and let them speak on a panel, but " I would never pay for a post or content in any way."

Have you considered LinkedIn?

Tom: Cadence has a strong presence on LinkedIn and we're using it more and more. Becky recommends that as many employees as possible be on LinkedIn and use it to share content like blogs and connect. LinkedIn groups are valuable but take a lot of work to keep up. "The Q&A section is also great." If you're an organization that wants to be known as a thought leader, get your execs to answer questions and increase your visibility.

Question: I've got a forum with 1000s of people. Facebook and Twitter are taking them away. How do you get them to engage?

Tom: Promotion, superuser management and forum structure are key. Listen and follow people on Twitter and include a short link to your community. Reach out to them on Facebook as well. Where are you promoting your forum on your site? The homepage, the support page? Do it everywhere. Twitter and Facebook are ramps to your community, to funnel people to your community or your blog.

Michael: Fish where the fish are. Corporate websites are becoming irrelevant and they aren't always going to come to your site. Go out and communicate in the third-party sites and become a trusted advisor. Then when you post something on your site, people will come to it because they trust you and the value you offer.

Tom: Never censor your bloggers or filter their content through PR or marketing.

Becky: We don't own our brand anymore. Let your employees interact as people with other people. That will be very important in creating the right brand impression.

Tom: As long as they don't violate the guidelines, leave those negative comments up. You need to figure out the problem and engage with them. If you delete them, they'll take them somewhere else.

Becky: Much better to have the negative comments on your own site so you know where they are.

Tom: Don't ghostwrite executive blogs.

Becky: Don't get the intern to do it. They might know the social media tools, but they don't know business and they don't know your brand.

Creating great visuals for your content: David Armano's Blogworld presentation

nospam@example.com (David B. Thomas) — Tue, 20 Oct 2009 10:21:37 -0400

I've mentioned David Armano a lot in my Blogworld coverage, but he deserves it. He's a positive and effective evangelist for social media, and he shares great stuff. His presentation on creating visuals for your content was one of my highlights of Blogworld.

It's not an easy task to break down the creative process into a series of replicable steps, but he's done a great job here. If you've ever struggled with boring PowerPoint slides or wished you could make your blog more visually exciting, take a look at David's approach. Click the "Full" button to make it bigger.

The Value of Visual Thinking in Social Business

View more documents from David Armano.

Armano, Burtis, Sutton: Key themes at Blogworld

nospam@example.com (David B. Thomas) — Mon, 19 Oct 2009 16:18:00 -0400

Click on the players below to hear David Armano, Keith Burtis and Wayne Sutton discuss their key takeaways from Blogworld Expo 2009. Clearly I need to grow a beard.

::UPDATE:: I had to take down the players because they were breaking IE. In the meantime, you can listen to the clips on my page at Audioboo. Yes, Audioboo. Because Twitter doesn't sound silly enough.

My perspective on Blogworld as an enterprise B2B social media practitioner

nospam@example.com (David B. Thomas) — Sat, 17 Oct 2009 18:34:59 -0400

I'm in one of the last few sessions at Blogworld. I've hit the point of overload. I truly appreciate all the time and effort all the speakers and organizers have put into making this an incredibly useful and practical event. I love how much people are willing to share. I just looked at today's schedule again and there is honestly not a single session I would not find interesting. It was an embarrassment of riches.

Now to carp a little bit. It's my job to create the strategies for incorporating social media into SAS' marketing and external communications. Most of my job revolves around coordination, training, sharing resources, creating policies and guidelines, and building consensus.

A lot of it involves overcoming objections. Some of those objections are far-fetched and ill-informed. A lot of them are completely legitimate. I can't do anything to advance the cause of social media at SAS unless I can convince everyone that we're doing it the right way.

Stop telling me that no one should own social media in a company and that it must be part of everybody's job starting right now. I agree, but changes like that don't happen overnight, even if everyone agreed it was a good idea.

Stop telling me that everyone in my company should be empowered to talk to anyone about anything whenever they want. That idea still scares the hell out of a lot of people. If I lead off with that, 80 percent of the people I need to influence will stop listening and write me off.

Stop telling me that our CEO and all our top execs must be blogging and tweeting. I would love that, but they're pretty busy right now trying to run the company in a tough economy. Some of the people I've heard this week seem to think I can plop myself down in our top execs' offices whenever I want and preach at them until they're convinced.

I cannot.

And finally, stop arguing about what ROI means. For us it means how much money we spent compared to how much software we sold. No other measure matters to the people I need to influence.

Here are some things I want:

Show me organizational structures from companies that are doing it well.
Give me case studies, and not the same ones I've heard. I know about Comcastcares and Zappos. And more enterprise and B2B examples, please. I'll share ours when I can.
Show me a flow chart of how to track a tweet to a sale. Or show me how you think it would work.
Show me companies that are using Facebook and LinkedIn really well, and how they set their pages up.
Point me to great training materials that I can use.
Walk me step by step through an example of social media/CRM integration.
Give me real-world examples and statistics to prove that open communication isn't dangerous.

I'm ready for the nuts and bolts.

Notes from Jeremiah Owyang's social media for business presentation at Blogworld

nospam@example.com (David B. Thomas) — Sat, 17 Oct 2009 15:18:50 -0400

Jeremiah Owyang from Altimeter Group led a fascinating panel at Blogworld today titled "Where Are We Going? The Future of Social Media & Business." As I did yesterday with Chris Brogan's session, I'm posting my tidied-up notes here. This session was without a doubt a call to action for corporate social media practitioners.

Key topics

1. Social is everywhere
2. Corporate websites are irrelevant
3. Real time is not fast enough
4. Customers don't care what department you're in
5. Social personalization - your marketing efforts will be personalized based on your customers social idenity

Where are we now?

Is social for real or is it a fad? When Obama launched his campaign and won, it became a moot point and the question shifted to how do we get started.

Culture impacts the adoption of social technology. It's very heavy in China but they tend to use online forums and anonymous identities, for instance. Some kids in the US have multiple MySpace profiles: a regular profile and a profile for people they don't really like.

Most brands are not engaging effectively. They're falling behind the curve.

Altimeter recently published a survey of companies that are engaging well with their community. Starbucks, Dell, eBay and Google were at the top of the list.

Social is everywhere. Mainstream media sites are incorporating social features.

The next trend to watch is Google Sidewiki. (People in the audience actually booed at the mention.) This is a great opportunity for customers and the brands who are ready to listen. Customers and competitors can leave comments on your Web pages and there's nothing you can do to stop them. It's a browser plugin for IE and Firefox, so it will take some time for mainstream adoption.

If your company is scared about the social web, it's too late. You can't stop it. One audience member replied, "This is like somebody coming to my house and painting it. This is my site!"

Unfortunately the control doesn't belong to us, Jeremiah said. Another audience member replied, "This isn't on your site, it's on my Web."

Google has launched a "stealth social web" with tools like Google Sidewiki, Google Profiles, Google Wave, Google Chat, etc.

You do not control your brand, but at the same time you could control your competitors' brands. You need to change your reaction from fear to seeing the opportunity.

Corporate Websites - Are they irrelevant?

Research shows you trust your friends' opinions more than that of companies and salespeople. These trusted discussions are happening off of your corporate website. You need to join customers where they are: fish where the fish are. Go to Digg, Slashdot, go to where your customers are and join them. One of Intel's goals was not to link to Intel.com, but go to where the customers are. Fragment your website and put it where your customers are, don't try to get them back to your website. Stop measuring based on leads and how many people you bring back to your site.

In the future your product pages will look like a collection of conversations.

Products he mentioned to make sites more social include Echo and Liveworld's Livebar.

My question: How can we convince people within our company that we shouldn't be trying to drive traffic back to the website?

You need to measure success differently, Jeremiah said. The number of friends or fans, the conversations you're involved in, the mentions of your product. Change the way you measure. Think of it in the continuum of a marketing funnel. Frame it in that way. We may not be ready to bring them to the web site yet, but when we're ready, we can bring them in, when they're farther along in the sales cycle.

Real time is not fast enough.

Motrin Moms is an overused example but still has important lessons for us. It started happening on a Friday evening. By Monday it was mainstream. Johnson & Johnson tried to respond over the weekend but it wasn't enough; they didn't respond fast enough.

What can you do? Have a very robust and active listening program and be ready to respond. Only a few hands went up when up when Jeremiah asked how many in the room had a monitoring program, and even fewer when he asked if we had a social crisis response plan.

8 Objectives when listening, from least to most sophisticated:

1. No objective at all
2. Tracking of brand mentions
3. Identifying market risks and opportunities
4. Improving campaign efficiency
5. Meausring support efforts
6. Responding to customer inquiry
7. Better understand customers
8. Being proactive and anticipating customers

Develop an advocacy program. Understand your top customers and build them a platform to do the word of mouth marketing and support for you. Intel Insiders, WamMart Mom Bloggers and Microsoft MVP program are examples.

The key is to be an empowerer. Teach them how to do these things.

Jason Keath asked how this impacts staffing and resources. These things require staffing and funding. But what's the cost or benefit savings you can get out of this? Jeremiah responded that if you can empower thousands of people without paying them, there's a definite ROI. The business case comes in opportunity cost analysis.

Customers don't care what department you're in

Jeremiah used the Maytag/Whirpool/Dooce example where a prominent blogger (Dooce) had a problem with her machine and blogged and tweeted about it. Dooce didn't care if it was a PR, product development, support or other issue. She just wanted her machine fixed.

It's the concept of social CRM: There's a lot of data happening in the social web. CRM companies are mining that data so the right people can respond.

Many of the monitoring solutions in the industry, according to Jeremiah, are building disparate databases that aren't integrated to all areas of the company. You have to connect all areas and get a holistic view of your customers.

Develop a holistic strategy

"It's coming a lot faster than I thought it would." We call it social personalization. People are creating robust profiles on the Web with better information than they're giving you when they sign up for your site, and it's all connected (Twitter, Facebook Connect, etc.) Web sites can now provide a personalized experience based on the customer's ID. Customers can log in via Facebook Connect and not have to fill out the registration page. Registration pages are annoying to many people and probably not accurate. Customers can give companies access to your Facebook profile and choose how much information to give them. The company can provide you with personalized information relevant to you.

An audience member metnioned a legal issue they had encountered: If you log in with a third party tool your visitors aren't explicitly opting in to your privacy policy. How do you get around that?

Jeremiah repsonded that it's going to take a while to work out those issues.

If you use Facebook Connect or other tools, you do not get their email address. Once again you need to change the way that you measure success. Facebook will kick you off if you try to scrape information. One strategy is to have another page where you gather information.

Jeremiah talked about Layar as an example of augmented reality. You can point your smart phone at the Hilton and get information on your phone about what's happening around you, and personalize that information.

Summary

The social web is quickly evolving. Develop long-term strategies now. Stop playing the one-off games and think about how this is truly changing your business.
You need to integrate social technologies into your corporate Web site or Google will render you irrelevant.
Join communities where they exist.
Develop a listening and advocacy program.
Think holistically: this is not just marketing, it's sales and PR and recruting and support.
Prepare for personalized content to come to your web sites.

Jeremiah's final slide read, "For slides, send an email to info@altimetergroup.com."

Key theme from Blogworld Expo 2009

nospam@example.com (David B. Thomas) — Sat, 17 Oct 2009 03:18:14 -0400

Key theme from Blogworld 2009 from David B Thomas on Vimeo.