I'm a web strategist and aspiring know-it-all with a passion for all things digital. I've worked in PR, advertising and not-for profit industries, and now I run a creative agency. These are the things I think about, and am sometimes compelled to write. More...

Gartner warns against being stupid

A friend of mine sent me an article from CNET quoting a Gartner study that warned companies against rushing into social networking. I started reading with interest, until something popped into my head. Is there any particular tactic or strategy that you WOULD recommend diving into headlong without thinking seriously about the repercussions. Now, I didn’t go to a fancy-pants big-city business school (Carleton’s business school is about two steps away from Romper Room), but it seems to me that if you’re running a business, rushing into things is, well… bad business.

From the article:

Many companies are thinking about how they can take advantage of social-networking technology, but analysts at Gartner are warning against getting caught up in the hype.

Businesses are advised to consider certain issues before investing in or developing internal social-networking tools. These include protecting personal intellectual property, as well as people’s preference for using existing nonprofessional, external networks such as Bebo, Facebook and MySpace.com.

The point is completely valid, obviously, but the need for such a study to be published underlines a fact that some of us forget from time to time. As touchy-feely and wonderful as this whole “conversation” is, we’re in business, and when we’re talking about a major shift in culture, the benefits do have to be carefully considered with the detriments. I believe completely in the power of social media to improve communications in general, but that doesn’t mean it’s a good fit for everyone.

Companies that fail in social media often fail because they rushed in to quickly, or can’t change drastically enough to make a real commitment to social media. It’s extremely frustrating to listen to companies who just don’t get it ask how social media will move their sometimes-anachronistic key performance indicators, but even worse is a company making a commitment to something they can’t maintain or live up to. Failed case studies in social media are bad for everyone.

So, remember – the next time you make a business decision, heed Gartner’s words and think a little before you commit to a huge undertaking. You might just make your stoic CFO’s day.

And a bonus, just because I thought it was funny – the email exchange that led to this post:

My first thought on that article is… can you remember a time in business school where they taught you the things you SHOULD rush into blindly? I don’t think that advice is prudent just for social networking…

RA

Oh you old fogey, rush head long I say, and throw money at everything that sparkles along the way (what business school did you go to anyway?).

MS

Crash course on PR & Social Media

I’m putting together a crash course for coworkers on public relations, social media and the media world in general, and I’m looking for some suggestions on content. What are the books, blogs, articles and sites that you would recommend for such a program?

What are the must-reads on the topics of public relations, new media, changing consumption habits, the advertising industry and social media? Give me your suggestions and I’ll post my compiled reading list here in the next couple of weeks.

The failures of the Christmas slogan generator

Stuff like this always makes me laugh. Here are two Canadian Christmas campaigns for two mobile phone companies, both running at the same time:

Share the Joy (Bell) Share the Joy

On the left, Bell. On the right, its main competitor, Rogers. Demonstrating how much I actually pay attention to commercials, I had seen both of these campaigns, but every time I saw the slogan, I assumed that it was always associated with whatever commercial I was currently watching. It wasn’t until the other night when my girlfriend asked of the Bell commercial, “wait… isn’t that Roger’s slogan?”

If you’re going to share the joy, you might as well share slogans, too.

Six reasons you should give Twitter a chance

Twitter

When noise first started being made about Twitter, I immediately dismissed it as a nonsensical waste of time that only the geekiest of social media geeks could ever love.  Finally, I gave in to all the talk about microblogging and figured that if I should at least try it before clients started asking me about it.  I figured I would give it a chance for a month and see where it went from there.  I have to say… I’m a convert, and have been evangelizing it to many people for the past few weeks.  These are just some of the reasons I think it’s worth at least trying:

  1. The connection is much more genuine.  I’ve found that it’s very hard to get a sense of who someone is by their blog.  There’s a certain amount you can tell about their sense of humour, but in most cases, people have blogging personas.  With Twitter, the combination of the profound and the banal leads to a much more personal connection with the people in your network.  It’s not as personal as IM, of course, but it’s as personal as a public conversation is ever going to be.
  2. It has a low barrier to entry.  I don’t know about you, but writing blog posts takes me a long time.  There are times when I have a lot to say, but cannot bring myself to write it down.  There are other times when I have something to share, but don’t feel that it warrants a blog post.  Because it’s easy to produce and consume, Twitter is an ideal forum for these situations.
  3. It’s easy to connect.  I have a lot of respect for far more bloggers than I can realistically read in one day.  Connection also has a low barrier to entry, and unlike subscribing to yet another RSS feed, it’s easy to deal with the content, since it only comes at you 140 characters at a time.
  4. It’s a persistent connection to your social graph.  I’m connected via blog only when I’m writing or have my nose in my feed reader, which, depending on how many of those pesky clients want me to earn my day rate, can be very little.  The fact that it is tied into your mobile phone, via SMS or data, allows me to keep on top of things on the road, driving down the highway or waiting to be pried out of a smoldering car wreck caused by Tweeting while driving down the highway.
  5. News travels fast.  Thanks to being connected to extremely plugged-in individuals and those who live-tweet events, I’ve found out about a number of things I’m interested in before they even hit the web.  In reality, does it matter if you don’t find out about who’s buying Livejournal for another 10 minutes?  Probably not, but it’s one of the most efficient social news networks I’ve ever seen.
  6. There’s a real community.  I’ve asked for help and I’ve helped people who asked.  The blogosphere has that vibe too, but there’s less of a chance that someone is going to ask for help via their blog.  Before I left for Singapore, I asked via Twitter if anyone had any tips for presenting to an Asian audience.  Shel Israel emailed me a few minutes later to introduce me to Jeremiah who gave some invaluable advice and James Seng, who I met and had an excellent talk with when I was there.  This probably says more about Shel being an exceptionally nice guy than it does about Twitter, but this is but one example of many.

Within a few weeks of using the service, Twitter had already become one of the most powerful connection tools I used, and continues to be useful.  Certainly, it has its downfalls – the ease of posting has made me lazy about blogging regularly (which Brendan was quick to chastise me for at Third Tuesday) and if not properly managed, it can become an honest-to-goodness time sucker.

I honestly believe after my experience that if you haven’t given Twitter (or microblogging in general) a chance, you haven’t really joined the conversation.  The motto of the blogosphere is about conversation, but it’s not really suited to honest-to-goodness conversation.  We write blog posts like articles, and the responses, either in comments or in the echo chamber are time-consuming to keep track of.  There is a real conversation going on within the Twitter community that includes blogs, photos and everything else – and is inherently a dialogue rather than monologue with some follow-up.

If it helps, just think of it as a persistent chat room that’s invite only and completely public.

Bonus links:  What the Web strategist should know about Twitter.

Third Tuesday with RichardatDELL

Richard Binhammer and Ian Ketcheson at Third Tuesday Ottawa

Despite the fact that Third Tuesday Ottawa was held on the first Monday of December, and despite the fact that 40cm of white fluffy pain fell on the city during the day, the night, which featured Richard Brinhammer of Direct2Dell fame, was definitely a successs.

To be honest, Richard was not what I expected from a living, breathing social media case study. Far from a utopian social media zealot, he’s a gruff, opinionated, and extremely intelligent communicator who is surprisingly pragmatic about the role of social media. That said, there’s no question that he’s a believer in what Dell is doing with Direct2Dell and Ideastorm.

A few things stood out at me in his recounting of his experience with Dell’s online reputation management. First, he mentioned that their methodology is still getting reports from Technorati and Google, and bringing them all together in an Excel sheet. Dell is mentioned over 4,000 times per day. What’s your excuse for not listening to what bloggers are saying about your company?

He also mentioned that when responding to bloggers, Technorati ranking is never considered. In his words, “we don’t know where the next perfect storm will come from.” Technorati scores are great for a lot of things, but it’s hardly a reflection of a blog’s true influence. If I have 100 readers, but they’re all named Scoble, Israel and Arrington, then I’ve got more influence than many bloggers with thousands of readers.

I think the comment that resonated with me the most was when Richard said that the main effect of blogging and interacting with the blogosphere was that Dell “started worrying less about transactional relationships and more about relationship relationships.” Given my recent post on the subject of transaction, it was nice to have my thinking validated.

It was nice to put a real face to the example we all pull out when clients ask us about blogging, because it reminded me of something that I think we all need to be reminded of from time to time – at the end of the day, social media is not about corporate strategy and ROI. It’s about people. From what I saw, Richard is good people.

Canadian Content and the Internet

I came across an article via Darren Barefoot recently, pointing to a “group of artists” suggesting that the Internet should be subject to the same kind of Canadian content rules as broadcast media. For those of you from other countries who might be unfamilliar with the concept of CanCon, it is essentially a law that states that a certain percentage of what is broadcast must be created in Canada or by Canadians. For a country struggling to maintain its own identity when located right next door to the US, it makes a lot of sense because it prevents our own broadcasters from simply filling the stations with US content, and never giving our artists and, by extention, our culture, a chance.

Of course, the reason it works is because broadcast media are corporately controlled, and the artists themselves have no say in it. Thus, government steps in. The idea, however, that the Internet could or should be subject to the same kinds of regulation is absolutely ludicrous. ACTRA (the Canadian version of SAG), is the only group mentioned in this article, and its spokesperson, Richard Hardacre, also says that artists should get paid every time Canadian content is beamed into someone’s house.

There’s no question – it would be wonderful if there was more Canadian content on the web. So, Canadian artists, you want more presence on the web? Do it. Act and sing your hearts out and put it online. There’s no barrier to entry here, other than being able to figure out how to use YouTube.

The irony, of course, is that Canadian artists CAN’T promote themselves on the web, because of precisely the organization that wants the government to mandate more CanCon. As it stands, members of ACTRA cannot use the web either for self-promotion or as a vehicle for showcasing their own work unless they are paid for it. In fact, I had lunch with a friend in Toronto today who is a very successful working actor, and I asked her why she wasn’t doing comedy shorts online to promote herself, and her answer was that she’d looked into it, really wants to, but the union will not allow it.

This is simply a case of a labour union made up of bitter, failed actors trying to exercise their bureaucratic voice (against the will of the artists it represents, from my experience) to attempt to milk more money out of the government that they simply do not deserve. This sense of entitlement to public funds drives me absolutely crazy, especially when faced with a world-wide medium with zero creative limitations, and the inherent ability to monetize it. But instead of working to make the web a viable channel for Canadian artists to be showcased around the world and to earn money for their work, they demand the government to give them the Web on their terms.

It simply doesn’t work that way. Prevent your members from using the web for self-promotion, and you lose the opportunity to show Canadian culture to the world, because everyone will just go elsewhere. You want to charge per-view royalties for Canadian actors to appear online?  It’s simply not worth the risk to content producers. Agencies and entertainment companies will get (frankly, usually better) actors from the U.S. whose union doesn’t have its head up its own ass, and once again, it’s your members who lose out.

And don’t get me wrong, I come from a background of theatre, and I am 100% in favour of the arts being funded by the government, and for artists to be properly compensated for their work – it’s an absolute necessity for a country to have a thriving culture. As it stands, actors doing web-only work are well compensated for their efforts. But putting on a play, producing a television show – these things take money. Taping a comedy short and uploading it to YouTube does not, and attempting to force Canadians to consume Canadian culture online is a recipe for a disasterous failure for Canadian culture.

ACTRA and the other mysterious groups of artists claim to want to give Canadian artists a voice, but the internet has already given the artists a voice. Make no mistake, this lobbying effort has nothing at all to do with artists and everything to do with out-of-touch bureaucratic organizations trying to dig their greedy paws into something they see as making money, without regard for the artists it claims to represent.

And I thought Scots were supposed to be frugal

Scotland. Welcome to Scotland
Even though I work in the industry, there’s an evil little part of me that loves it when advertisers screw up completely – as long as they’re not my clients. My latest bout of marcom schaudenfreude came from an article in the Daily Register that was sent to me by a friend of mine.

Apparently, the Scottish Tourism Board has just launched a new campaign to rebrand and re-invigorate Scotland to the rest of the world.  So, after six months, and about $250,000 they launched the fruits of their efforts:

Welcome to Scotland.

It’s catchy, right?  Makes you feel welcome, lets you know that you’re in Scotland.  What more could you ask for?

From the Daily Record:

The new artwork was unveiled at Glasgow airport yesterday by culture minister Linda Fabiani. She said: “These images will welcome people arriving in our country and Scots coming home, giving everyone a taste and glimpse of the very best of Scotland.

“This is not about developing flashy slogans.

“This is about showing what a modern, vibrant and successful country Scotland is.”

But Labour MSP Jackie Baillie said: “If ‘Welcome to Scotland’ is the best Alex Salmond’s government can come up with, it shows the SNP have had an imagination bypass. It sounds more like a road sign at Berwick than it does a must-do invitation to visit our country.”

Maybe they should have gotten the agency that developed the slogan for Biggar, Saskatchewan:

“New York is Big, but this is Biggar.”

If nothing else, this is the kind of slogan that should make Ottawans not feel so bad about the $200,000 “Technically Beautiful” fiasco from a few years back.

Facebook, Beacon and Privacy

I’ve been thinking quite a bit lately about the new social advertising features on Facebook, one of which, of course, is Beacon.  For the uninitiated, Beacon gives advertisers a few lines of code to put into their site that allows that site to publish the actions of its userbase to their respective Facebook pages.  For instance, you add “Gigli” to your Netflix queue or Zip List, and through internet magic, all of your friends can be informed about that action, assuming the companies have added these few lines of text.

Yeah, a little big-brotherish, but is it a huge violation of privacy?  I probably don’t want anyone to know that I’m renting a Ben Affleck movie, but not a big deal, right?

Now replace “movie” with “engagement ring,” and you have this comment from a guy named Will on Charlene Li’s blog:

I purchased a diamond engagement ring set from overstock in preparation for a New Year’s surprise for my girlfriend. Please note that this was something meant to be very special, and also very private at this point (for obvious reasons). Within hours, I received a shocking call from one of my best friends of surprise and “congratulations” for getting engaged.(!!!)Imagine my horror when I learned that overstock had published the details of my purchase (including a link to the item and its price) on my public facebook newsfeed, as well as notifications to all of my friends. ALL OF MY FRIENDS, including my girlfriend, and all of her friends, etc…

ALL OF THIS WAS WITHOUT MY CONSENT OR KNOWLEDGE.

Ouch. This is obviously something that Facebook didn’t think through before announcing it, and something that Overstock adopted without a strategy or considering the repercussions.  How many kids are going to find out what their parents bought them for Christmas because it shows up on their Facebook page?

This is the tip of the crisis iceberg for both Facebook and Overstock.  If I were Facebook, I would alter the API to ensure that it was impossible for sites to transmit information without the consent of the person whose personal details were about to be broadcast to the world.  If I were overstock, I would either implement this change directly, or completely discontinue use of the service pending Facebook’s changes to the script.  The benefits of letting people’s friends know that you bought a vase on the internet is far outweighed by the vocal anger of their most plugged-in users about being betrayed by both the retailer and their social network.

The problem with a parasitic relationship is that if the parasite kills the host, there’s no more food.  Like Hugh says, “The minute the Facebooks of the world forget they are replaceable, is the minute people like me move in for The Kill.”

[via: PR Squared]

Send unto me your resumes!

Things are changing rapidly at Fuel (my day job), and one of the areas that we’re growing is our PR / Editorial team.  So, if you or anyone you love is an amazingly awesome writer who knows the media (social and otherwise) like the back of their hand, please forward them this URL:

http://www.fuelindustries.com/careers/job.php?id=24

The job, for lack of a better title, is PR Manager, but it’s really much more than that.  The person in this position will spend their time writing, interviewing, connecting and generally eating, breathing and sleeping social media.  The perfect fit for this position?  A young, outgoing, somewhat geeky journalist or PR person who has a passion for new media and thrives in a creative environment.  If this is you, Fuel is your dream job.  I wouldn’t say it if it wasn’t true.

Also – I’ll warn you… if you’re comfortable working in bureaucracy, you probably won’t be comfortable here.  Our CEO routinely throws fart bombs into conference calls.

This job is in Ottawa.  No, you can’t telecommute – I need someone to be part of a team.  We’re in a beautiful space near the Parkdale Market, very close to everything by car or by transit.  Interested?  Forward your resume and blog address (you do have a blog, don’t you?) to randerson [at] fuelindustries [dot] com.

Are Marketers Addicted to Transaction?

I talk to a lot of brand managers and marketers about their online campaigns and the goals that they’re trying to achieve. At the end of the day, clients are looking for one thing when they hire an agency – increased revenue. True – community and connection have external rewards for both brands and the community it serves, but the end goal is always the same… this is business, after all.

When I bring up social media with them, I get one of three responses. Either they fully understand the value of community, have not considered it but are open to the idea, or they believe that community, content creation and “joining the conversation” are notions that fall outside the realities of marketing.

For some reason, the third group is most often made up of the marketing set. Their reason, when I prod a bit, is that their job isn’t to create community or become a broadcaster – their job is to create leads, measurable impressions, drive sales.  I can understand this feeling – as I said, it is their job as marketers to create more revenue, and transaction is measureable, therefore a marketer who needs to justify his or her existence to a CEO or CMO can point to a transaction and say “Look what I did.”  In most cases, if they create a lead that doesn’t turn into a sale, the blame lies outside of the marketing department and has to be sucked up by bizdev.

These are the marketers who eschew blogs for mailing lists, social networking for advertising and focus their marketing plans around creating quantifiable transactions rather than creating a vibrant and evangelical community.

The problem is that the buying process for most purchases is much more complicated than lead, opportunity, close.  When consumers have unlimited choice at their fingertips, there are hundreds of factors that will affect intent to purchase.  Landing pages may convince people to enter their email for more information, but will they increase trust?  Will they convince me to tell my friends about a great service?  Probably not.

Social Media can sometimes be a hard sell because most of the time, it’s not easily measured on a transaction basis.  On top of that, it’s not about selling so much as it’s about educating and showing, which is very hard to swallow for a hyper-competitive sales-focused Marketing Director.  In the end, however, a strong social media campaign executed for the right type of client strengthens reputation, trust, evangelism and a company’s listening power – all of which are incredibly important to reaching the almighty sale.

Transaction is important – there is no question about that – but ignoring the importance and power of community because it can’t be measured as easily strikes me as completely crazy.  As social media people, it’s our job to educate client on how that grey area between community and sales actually works, but in order to do so, we have to understand it ourselves and accept that we may have to explain it with numbers to some clients.  This is difficult, as social media is uncontrolled and deals in the realm of reality rather than metrics, but it’s not impossible.  The key is understanding the marketing landscape for each client and showing them how community can move the numbers that they need to move.