Selecting Tools: Social Media For Business

The most common question communicators ask about social media is which tools, if any, are best suited for their companies. At least, that seemed to be the consensus among communicators attending the International Association of Business Communicators' (IABC Las Vegas) "Six in Sixty" program last week.

While there seems to be a general propensity to lead companies to the most popular social media tools, platforms, and communities, I provided an alternative solution for attendees with the premise that the long tail of social media need not always wag the company dog. During the 10-minute presentation, I shared a small deck to reinforce key points for three very different organizational needs: B2B, B2C, and nonprofit.

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While there were strategic communication objectives for all three organizations, the simplified answer (given that each speaker had ten minutes) is that most are best served by considering two critical questions. 1. What communication assets do or will they have? 2. What tools, platforms, networks, and communities do their publics tend to use?

For a niche engineering firm presenting case studies and abstracts to a generally passive audience, a blog seemed best suited to help position them as subject matter experts. Within 90 days, the blog attracted a regular readership that included manufacturers, government regulators, and environmentalists.

For a nonprofit organization with an existing but underutilized blog, it made sense to redevelop it before developing a Facebook group to help them establish a sense of community. Within 60 days, the redeveloped blog had a following of 700 readers, which would be later invited to join a Facebook community.

For an independent film that had exclusive interviews and behind-the-scenes clips featuring several well-known cast members, YouTube seemed to be the best match (with Revver as a backup in the event YouTube didn't work out). Within 60 days, the various clips earned 350,000 views (with an additional 350,000 views of fan-duplicated videos). Revver proved important too. After a YouTube error caused the account to be suspended, we were able to retain the videos on a production blog until a new YouTube account was established.

All three programs employed other social media tools as well. However, the short- and long-term priorities were determined by considering how each organization could add value for their intended audiences and where those audiences were most likely to find that content. How did we know? We listened, which is the first critical step in developing any social media program.

Riding Coattails: Palm Pre

If conversations are any measure, it becomes much more challenging to say whether the new Palm Pre from Sprint will have a real impact on the smart phone market, especially as it relates to the iPhone. Despite a strong sales start, which some analysts predict to be between 50,000 and 100,000 units over the weekend, the iPhone continues to dominate online conversations.

Specifically, the iPhone captures 67 percent of the conversations when compared to the Palm Pre. When another well-known brand is included, such as Blackberry, the numbers show where the impact might land and it's not on the iPhone. Split three ways, the iPhone captures 50 percent of the conversation while the remaining 50 percent is unevenly split between the Palm Pre and Blackberry. Even then, Blackberry retains a small majority with 26 percent.

So Why Target The iPhone?

From a purely public relations perspective, comparing the new Pre to the iPhone ensures more attention than comparing it to other smart phones. However, from a strategic communication perspective, it might not work.

While the new phone has some distinguishing features, it immediately loses to the more than 50,000 applications offered by iPhone. And, according to Research in Motion, it remains well behind BlackBerry Storm and HTC's G1. The Pre public relations push to compare to the iPhone also loses on price point with the iPhone's new $99 price (the Pre offers a rebate). It also seems to be providing a forum for people to talk about the new iPhone 3G S (which will retail for $199) due out at the end of June.

What Telecommunications Needs To Know

The iPhone has been a strategic communication success story as much as it was a technological leap forward two years ago.

Once its initial branding dispute was settled, Apple not only delivered a phone that was everything but a phone, it also captured 1.1 percent of the mobile phone market in two years.

Where the strategic communication coup shines through is that every other phone maker has struggled to catch up by attempting to adopt iPhone technologies. Ironically, the copycat business model fails because it continually reinforces the notion that all other smart phones still have to catch up.

When consumers consider that fact, the Pre, despite some sales successes, seems to be another public reminder that even though Apple's 1.1 percent market share is much smaller than Nokia's 38 percent or Motorola's 8.3 percent, everyone considers it to be the product to beat.

Long term, as long as Apple continues to stay ahead of the curve, most phone makers will continue to look left behind. Short term, the telecommunication competitors will be hard pressed to win a comparison as long as they continue to define their products against the one with a home court advantage.

In fact, other than trying to ride the iPhone conversation coattails, there wasn't any benefit at all in attempting to cast the Pre as an iPhone alternative. At least, there was no benefit that we could see.

Advertising Still Works: Teen Shoppers

As much as the Internet has had a dramatic impact on way people think about advertising, a new study from Scarborough Research demonstrates that proximity advertising still works. In fact, teen shoppers are looking for it.

"The findings show that teens do in fact notice advertising in the mall, and our study shows that they generally rate it positively," commented Jane Traub, senior vice president of research for Scarborough. "As mentioned previously, teens spend considerable time in the mall, so it is not too surprising that they do notice the advertising that is present in that environment."

Highlights From Teen Shopper Survey

• 91% of teen shoppers notice poster display ads at the mall
• 85% notice hanging advertising banners
• 77% notice sampling
• 58% notice promotional events
• 57% notice TV/video screens
• 48% notice interactive displays/kiosks
• 31% notice moving images projected on the floor or walls

The study also revealed that while 77 percent of teens are concerned about how the economy will affect their families' future, 62 percent said the frequency of visiting malls has increased or stayed the same. On a typical visit, 68 percent of teens spend two or more hours at the mall, with more than a quarter (28%) spending upwards of three hours. More than half of teens (56%) spent $50 or more on their last visit and 29 percent spent $100 or more.

Online and offline communication is integrated.

While proximity advertising (signage, etc.) works, the study also reveals that most teens do not distinguish from online and offline advertising. They perceive all advertising as integrated, with more than 75 percent of males and 69 percent of females chatting with friends about meeting at the mall and purchasing items. More than 67 percent of males and 55 percent of females also went online to learn about specific items before going to the mall.

The full report is available from Scarborough Research/Arbitron Inc. Scarborough Research measures the lifestyle and shopping patterns, media behaviors and demographics of American consumers, and is considered the authority on local market research.

Missing Net Intent: Marketers See Myopically

If Brian Morrissey, writing for Adweek, is right, then online communication has a long way to go before it can right the wrongs of its own success. He correctly points out that the Internet is "blessed because it differentiated itself as more measurable than traditional media — and cursed because it has pigeonholed the medium as an engine of direct-response."

The observation comes from a new survey conducted by Forbes. The survey polled 119 senior marketers and was conducted in February and March. The numbers reveal a surprisingly myopic view of the Internet as a tool to generate direct response as opposed to a critical branding component that could eventually help establish customer loyalty.

• 82 percent identified conversations as a leading objective
• 55 percent identified registrations as a leading objective
• 51 percent identified click throughs as a leading objective
• 31 percent identified brand building as a leading objective
• 11 percent identified increasing reach as a leading objective

"On the Web specifically, advertising has moved into more demand fulfillment as opposed to demand creation. That's not really advertising. There's nothing wrong with it." Jim Spanfeller, CEO of Forbes, told Adweek. "Doing search marketing and point-of purchase displays all works, but it's not advertising. It's not about creating demand and improving brand metrics."

Why Most Top Marketers Still Misunderstand The Internet

The Internet is not as myopic as most marketers would have anyone believe. It's multifaceted, with measurement best tied to communication objectives over the medium.

Clicks, registrations, and conversations are certainly a measurable component on the Internet, but utilizing the medium as a direct response vehicle is paramount to creating a self-fulfilling myth. If you use it as a direct response vehicle, then it's likely to be nothing more than a direct response vehicle, with a diminished return on investment over the long term.

The reality is that the Internet can be all of those things listed in the Forbes survey because the Internet is less of a medium than it is a convergence of media — print, radio, television, direct, display, networking, presentation, public relations, communication, word-of-mouth, etc. And the success of any program is directly related to how you develop that program.

Indeed, its versatility as a communication tool is as varied as any communication vehicle offline, which is why so many people struggle to place it within the various communication disciplines that exist — marketing, advertising, public relations, direct response, etc. All the while, it doesn't really "belong" to any of these disciplines because the medium, or collection of media, is clearly integrated.

Speaking About Social Media: IABC Las Vegas

Tomorrow, I'll be one of six presenters at the International Association of Business Communicators' (IABC Las Vegas) "Six in Sixty" program held at Maggiano's at the Fashion Show Mall. The program starts at 11:30 a.m. and focuses on various aspects of Internet marketing and social media.

Six in Sixty programs are always fun and challenging in that IABC members and guests hear presentations from six different speakers in sixty minutes. The program format ensures each speaker spends no more than 10 minutes at each table of eight before rotating to the next table. For speakers it can be challenging because delivering a similar mini-presentation several times creates an uncanny feeling of deja-vu.

IABC Las Vegas — "Six in Sixty"

Mark Cenicola with BannerView.com will present on the effective use of blogging to drive Web traffic.

Cheryl Bella with The Firm will present on how to maximize LinkedIn.

Ned Barnett with Barnett Marketing Communications will present social media ethics.

Bonnie Parrish-Kell with Dancing Rabbits will present SEO basics.

Megan Lane with Imagine Marketing will present on using Twitter for business.

As the sixth speaker, I'll discuss how to determine which social media tools might be best suited for specific organizations or events, based upon the organization's strategic objectives, existing communication assets, and listening to customers. As part of the presentation, I'll share some recent case studies from very diverse organizations.

IABC Las Vegas is the statewide chapter for the International Association of Business Communicators, which is an international network of professionals engaged in strategic business communication management. The chapter was founded locally in 1978. You can find more information here.

Reviewing Reviewers: What Goes Up

It’s been interesting to watch the mix of reviews popping up for the indie film that we’ve helped release during the last few weeks. And, I might underscore interesting because I have better than a decade in as a professional entertainment reviewer and editor.

The very worst of them mixed up Olivia Thirlby and Molly Shannon, but the rest claiming this film was "seeking some raw truth" weren’t all that either. It made me think for a moment, after missing a few posts in favor of doing work on the premiere in Los Angeles, that it might be fun to review some of these reviewers, while correcting the most glaring inaccuracies along the way…

For example, New York-based film critic Ethan Alter, writing for the Hollywood Reporter, complains about a student caught by his mother while having anal sex with a crippled classmate. Except, we can’t be sure what fantasy he was having during the film. There is no sodomy to speak of. The best guess around the office is that he doesn’t know more positions than missionary, which means his claim that he spends “way too much time in movie theaters” might be right. Add to the misfortune that he only sees the movie being played out in one formulaic way or another, and we think it's probably best that he take a break from living through the lens of others. Reviewer Grade: F

Next time around, we suggest Alter look over the shoulder of Janelle Tipton with Back Stage. She said the same scene Alter loathes is the one she found a little bit of sweetness in, writing that the “development of these two characters and their relationship turns out to be something we wish had been the whole point of this otherwise frustrating film.” She may not have liked the film, but at least she paid attention for her readers. Reviewer Grade: B-

Brian Lowery, writing for Variety, on the other hand, skews more to Alter's angle as he never seems to recover from bemoaning that somehow this was a film that makes a statement against journalists, opening with “As if journalism hasn't suffered enough of late…” Have they suffered? Then there seems to be plenty of suffering to go around as Lowery pens a review that won’t help him ever make the leap from a small screen reviewer to a big screen stringer. Better luck next time. Reviewer Grade C

Ken Miller, writing for Las Vegas Weekly, criticized the film for “the 11th-hour suggestion that the teacher was murdered.” He calls that ludicrous, which can also be said about his claim. There is no suggestion of murder beyond a not-to-be-taken-literally drawing by teenagers that places the blame on the self-righteousness of a flawed small-minded teacher. If accuracy matters, then Miller is destined to stay with the local weeklies. Reviewer grade: D

A much better Las Vegas-based review comes from Carol Cling with the Las Vegas Review-Journal, and then picked up by the California Chronicle. Cling is critical that the movie doesn’t provide filmgoers with any answers (despite other reviewers who claim it pretentiously does), but goes on to share that “there's also something endearing -- and, occasionally, achingly poignant -- about "What Goes Up" and its gallery of valiant misfits.” Her review runs straight down the middle. And even though it’s not glowing, it’s everything you expect a review to be. Reviewer Grade: A

Tom O’Neil, writing for a Los Angeles Times blog (not the paper, mind you) shows us everything a review ought not be. He strikes up predetermined chatter by claiming Hilary Duff could land a Razzie for this performance, which is untrue. And then, for fear of standing up for his opinion, he goes on to find the harshest quotes in three of the harder reviews to prove his position. While some didn’t care for Duff in the film, others like Lowery did. No matter. We couldn’t read his review in full because a Kentucky Grilled Chicken ad kept popping up in front of his skewed prose. As much as I hate pop-up ads with dancing people, I realize now that the ad that earned an F was a step up from what he wrote. Heck, O’Neil didn’t even get the DVD release date right. Reviewer Grade: F-

The contrast is made even more clear when you compare O’Neil’s review to another on the opposite coast. Manohla Dargis, writing for The New York Times, was critical, but rightly so. She points out that director Glatzer “seems to be trying to say something critical about America and heroism (the cartoonish musical suggests as much); at other times he appears to be embracing the very values he previously lampooned.” Is it any wonder Dargis is writing for The New York Times and some others are not? And I'm not just saying that over Dargis' lead line that starts ... “There’s some nice filmmaking tucked inside “What Goes Up” a muddle of moods and intentions.” Reviewer grade: B+

All in all, the reviews for What Goes Up have been mixed, which ought to be a sign how bad algorithm sites like Metacritic lack. While it attempts to consolidate reviews, its point system is more of a mess than Chicago Tribune critic Michael Phillips' pointlessness and writing style. Metacritic gave The Onion review 30 points despite a fair lead line that starts “Jonathan Glatzer’s directorial debut What Goes Up is a quirky-small-town dramedy that just barely avoids the “overly cutesy” and “self-indulgently melancholy” traps that snare so many indies.” Seems more like a 60 or better to me.

ONTD does much of the same. Not only was it the only other site to rip O’Neil (go figure), but it also trumped up all the negative reviews while bypassing any positive ones found on Gordon and the Whale, Salon, and UGO.

Speaking of UGO.com, Alex Dorn nails my thoughts about this film perfectly as he concludes — “If … you like your comedies pitch black, as I do, you will enjoy this dark little jewel.”

Add it all up and What Goes Up gets a healthy mix of good, bad, and in the middle. That’s not bad for a film that was destined for a DVD release only a few months ago. But even more important than what the reviewers said or didn’t say is the obvious — the only reviews that count are from patrons. So far, most people that we’ve talked to either liked it or loved it.

Suffice to say that my take is simple. If you want a different film than the usual done-to-death releases, What Goes Up is it. If you prefer pretty, perfect, or packaged films, then you probably won’t enjoy it. It’s not that kind of film, which is why I did like the theatrical release and wish more people could see it because the DVD release will be different by a few critical minutes.

In closing, I have one final thought for critics who continually attack studio films for being formula and then attack the indies for not being formula: you're not a critic at all. Somewhere along the way, you've given in to becoming a cynic taken in by your own cleverness. And maybe, just maybe, more folks ought to review your reviews more often.