Reaching Mainstream: Social Media And Social Networking

Palo Alto Networks released a new study that pinpoints just how much social media, social networking, and collaborative Internet applications for business has increased in the last six months. What makes the study unique is that it considers organizational usage as a significant measure in determining adoption.

Highlights From The Palo Alto Networks Study

• Twitter session usage grew more than 250 percent since April 2009.
• Facebook usage increased by 192 percent, surpassing Yahoo! IM and AIM.
• SharePoint collaboration increased bandwidth usage 17-fold since April.
• Blogs and wiki posting increased by a factor of 39, with bandwidth increasing by 48.

The study also shows that there is an substantial increase in adoption all applications that are collaborative in nature (social media and social networks) for personal and business use. While employees are likely to use these tools for personal reasons, they also use them to increase business productively. The continued crossover suggests companies increase employee eduction on the subject of balancing authenticity and transparency.

Key Applications To Watch In 2010

• SharePoint grew by 48 percent in usage, compared to Oracle Collaboration Suite and IBM Lotus Notes, which only increased 11 and 12 percent respectively.
• Twitter, despite being limited to 140 characters, experienced a 775 percent increase in bandwidth usage, accounting for more than 184 MB of information per organization.
• LinkedIn was adopted by 89 percent of the organizations surveyed, but bandwidth and usage per organization has declined 42 percent and 22 percent, respectively.
• Facebook Chat, while released in April 2008, has become more widely used than Yahoo! IM and AIM (within the survey sample).
• Blogging by organizations has increased in usage from 22 percent to 51 percent in since April 2009.

The study cites The McKinsey Report on Web 2.0, which reveals that 69 percent of companies have gained measurable benefits in innovation, effective marketing, and better access to information. All of these benefits have lead to lower costs and higher revenues.

It also cites a report from AIIM, which also concluded that the top three business benefits cited by organizations include: knowledge sharing, information gathering, and the increased speed of communication delivery.

You can find the full report, which also addresses security issues, here. Palo Alto Networks specializes in next-generation firewalls.

Based on the Revised Technology Adoption Life Cycle, social media and social networking seems to be well over the mainstream curve with the late majority struggling to catch up. Anymore, organizations without any online presence will likely be left behind.

Injecting Fear: Who Caused The H1N1 Controversy?

There is a question being asked more and more by government leaders: Is the fear more harmful than the H1N1 flu?

Maybe.

While many school systems are asking for parents to sign the forms and have their children vaccinated, a few school nurses have already given the swine flu vaccine to students who didn't sign up — including a Brooklyn girl with epilepsy. She wound up in the hospital and then a health worker tried to have the mother sign a consent form after the fact.

Even as some U.S. health officials said the new strain isn't nearly as dangerous as they first feared, President Obama declared it a national emergency. Doing so, regardless whether the reason is warranted or not, grants the government additional powers.

According to the Associated Press, 75 percent of the population fears the vaccine, with 33 percent saying they don't want it nor will they give it to their children. The FDA has been busy trying to fight these fears while attempting to quell fears on the other side of the aisle. Some people are afraid there is not enough to go around, which is especially likely since the U.S. is donating 10 percent of its supply.

And then there are all the other theories. Some claim the vaccine was rushed through the FDA; others claim H1N1 is being used as a weapon against health care reform. Some claim it is to fund drug companies for their support of health care; others claim it is a government conspiracy to immobilize people. Some say people are ignorant not to take it; others say people are ignorant if they do take it. And so on and so forth.

When communication fails, fear spreads faster than the reality.

In one telling CBS news program, Dr. Jennifer Ashton compared the the seasonal flu, which accounts for 36,000 deaths (200 per day), to H1N1, which had accounted for 593 deaths (or about 4 per day). The greater difference is in the people, with a higher death rate among people under 65. (For people in southern Nevada, you can fact check here.)

While most of the opinions don't really add up, one fact does. Mismanaged communication is dangerous, and the H1N1 communication has been mismanaged. So how did that happen?

It seems that the U.S. Centers for Disease Control & Prevention planning assumption placed the infection rate at 40 percent, which is higher than some reports previously stated. (The study by Purdue University researchers projects that 63 percent of the U.S. population will be infected by the end of this year.) At 40 percent, H1N1 could cut deeply into the essential workforce. (The CDC has been working to temper some of these estimates.)

Once the federal government saw these estimates, it had a choice. It could believe or dismiss these figures. If it dismissed them and the worst happens (e.g., the Purdue study), then it receives criticism for not doing enough. If it accepts these numbers and does not deliver a vaccine, then it receives criticism over its vaccination plan. If it accepts these numbers and nothing happens, it receives criticism for overreacting (like last spring). And so on and so forth. You get the idea.

With so many losing propositions, the administration chose the path of least likely criticism. The message became: H1N1 is something to worry about enough that you need to be vaccinated, but not enough that you should worry if you don't get vaccinated because the promise of 120 million vaccinations by October came in at 11 million. Huh?

The path of least criticism is a lack of leadership.

The message was so weak that the government seems to have completely lost any semblance of public trust in regard to H1N1, which empowered a groundswell of competing voices to fill the void. When that happens, the media become even more inclined to cover the conflicting messages over and on top of the "threat to public safety" headline. And so, fear spreads.

Whose fault is that? The only one responsible for the fear pandemic is the federal government and its unwillingness to designate a single coherent voice on the subject from the start. Senior adviser David Axelrod has already admitted as much, noting that the White House also over-promised on the country’s flu readiness and vaccine availability.

Ironically, despite that admission, the administration has yet to take responsibility or hold anyone accountable. Instead, the government has gone on the defense, which has become all too commonplace lately.

The solutions in this case are virtually an exercise in common sense. Effective leadership gives up on public relations in the face of crisis communication. It realizes that being a critic doesn't replace leadership. And, above all, it understands that fear is more dangerous than the flu.

Crowd-Sourcing Responsibility: Pepsi

As a marketer, PepsiCo appears lost. As a company, it might be in trouble.

While there is something to be said for experimentation, PepsiCo has canned more marketing misses than hits in the last year. In an effort to continually target the next generation, it seems to have forgotten how to be a business. In fact, if it wasn't for its salty snack holdings being considered a staple, we suspect its fizzy drink section might start to dry up.

In some ways, it has. In October, PepsiCo Americas Beverages unit reported a 6 percent drop in volume and a 9 percent revenue decline. According to some analysts, the result reflects a change in buying habits as consumers shifted toward juices and teas and away from soft drinks. That might be true, but 6 percent is twice the drop experienced by Coca-Cola.

Marketing Mistakes Are Clubbing PepsiCo

In most circumstances, we think it's great when companies turn to crowd-sourcing for a single campaign. It helps many of them steer clear of isolated creative ideas that don't resonate with consumers.

PepsiCo has had its fair share of those: identity redesign, election revolution, Tropicana rebrand, iPhone app, and, well, you get the idea. (All of it might not be so bad if it wasn't for its negative publicity, but there has been some of that too.)

So, in an effort to put its product marketing back on track, Pepsi is pushing to try something new. It will put the reigns of creative control in the hands of consumers who will be charged in choosing which advertising agencies will handle three product launches. Say what?

In a contest beginning this month, Mtn Dew (Montain Dew for those unimpressed with the stylized abbreviation) will hand off marketing duties, at least temporarily, for a $100 million-plus business to several potentially unknown players selected by consumers. The concept, if you can call it that, is an extension of DEWmocracy, which allowed consumers to determine the flavor, color, packaging, and names of the new products.

"If we're going to have a dialogue with consumers and have consumers play a role in dictating the future of our brand, they've got to play a role in all aspects of it," Brett O'Brien, Mtn Dew's director of marketing, told AdAge. (One commenter on the article suggested they open up marketing director recruitment to crowd-sourcing too.)

Crowd-sourcing Runs Amuck With Pepsi

While Mtn Dew will retain BBDO Worldwide, which was part of DEWmocracy from the beginning, the agency will not comment on the process. For the efforts of DEWmocracy, Beverage Digest reports Mtn Dew is one of the few soft-drink successes, with a volume increase of 1 percent. However, it's unclear if DEWmocracy had much to do with it despite what's being said.

In some cases, DEWmocracy consumers seem to be experiencing brand fatigue, with drop off at each stage of the contest concept. (Some people even speculate that Pepsi stacked the odds for the company favorite.) On Facebook, every few posts also contain consumer comments that lament over the loss of their top choice. ("Any chance to bring Pitch Black back?"). And like many social media efforts, the fans are mostly left on their own, which is usually a mistake.

That's not to say that outsourcing the creative selection process to consumers is all bad. It clearly makes the marketing department not responsible for the $100 million decision. It truly leaves the consumers in control of the product, which means their relationship to the contest and each other may supersede any relationship with the product. It also places an emphasis on "I like it" advertising, which is best described as a three-second knee jerk reaction, without considering things like, er, sales.

Of course, there is always the chance that the finalists will not only be good, but be better than a one hit wonder. They'll almost have to be better once Pepsi funds the three finalists to produce a :15 TV DEW spot (assuming oversight doesn't dampen their spirits). And, they might also do better than what pushed Mtn Dew to this point before settling on Distortion, WhiteOut, and Typhoon as product names.

Anything is possible, right? We'll see. If nothing else, DEWmocracy makes for an interesting case study in consumer crowd-sourcing despite its similarity to gambling at a roulette wheel. Then again, we suppose it couldn't get any worse compared to some of the other company's marketing mishaps of late.

Disrupting Outplacement: RiseSmart

When RiseSmart first entered the recruiting industry in 2008, it set its sights on a specific niche. One year later, RiseSmart shifted its business model to include outplacement. The difference between the two places presents a case study in disruptive business.

RiseSmart is a provider of Web-enabled outplacement and job search services. The former helps laid-off employees find jobs faster. The latter helps professionals find jobs in the $100k market.

"Our initial thought was that we would need to make significant traction with a B2C offering in order to build interest in the B2B solution," says Sanjay Sathe, founder and CEO of RiseSmart. "But the moment we introduced Transition Concierge in the second half of last year ... we had an extraordinary amount of interest, and were signing up Fortune 500 companies almost immediately."

For RiseSmart, the timing couldn't be better. Layoff announcements had risen to 48 percent (U.S. Bureau of Labor Statistics) and U.S. job cuts were on pace to exceed 1 million this year (Challenger, Gray & Christmas). At the same time, 81 percent of employers were engaging help from external outplacement providers (The Value of Outplacement, Reed Consulting).

Why was the timing right? Traditional outplacement relied heavily on psychological testing, use of personality and skills assessment tools, hands-on career counseling, and the provision of an environment where an executive could feel comfortable while making networking calls. The newer model, called the "Market Model," included market research, proactive job/tech development, hands-on campaign management and skills training.

RiseSmart, on the other hand, applied its existing technology to outplacement in order to focus on the job seeker's most pressing need: finding a job. Not only did employees appreciate faster outplacement services, but employers also realized a significant cost savings by expediting placement over counseling or skills training.

The net result was $4.6 million in additional Series A financing, including $2.8 million from Storm Ventures and $1.8 million from Norwest Venture Partners (NVP). Since last year, the company has raised $8.85 million in institutional investments.

“RiseSmart’s Transition Concierge is disrupting the cost structure for corporate outplacement providers, while leveraging technology to deliver superior value to a growing roster of Fortune 500 clients," said Sanjay Subhedar, managing director of Storm Ventures. "The company has gone the extra mile to provide an excellent customer experience to both corporate clients and transitioning workers — and that has paid off in word of mouth and new business referrals.”

According to Sathe, the model is by design. As employees recently laid off by a Fortune 500 company have a positive transition experience, they are likely to tell others about the experience. From a marketing perspective, the B2B service not only disrupts existing outplacement sources, but it also provides the company a cost-effective approach to market its B2C service.

That's not to say the strategy hasn't had some challenges. Moving from a B2C-focused business model to a B2B business model means a smaller universe of customers and competitors.

"The biggest [challenge] is that many of these big players have very entrenched relationships with corporate HR departments, which can be difficult to overcome," says Sathe. "But the biggest positive is that it enabled us to become very focused on what we needed to do to differentiate ourselves from the big players; we have brought innovation to an otherwise stodgy industry that has introduced very few new ideas over the past 20 years."

The primary differentiation is that a 2009 survey Institute for Corporate Productivity showed that employers invest an average of more than $5,000 per executive or manager to provide external outplacement support for a period of three to six months. RiseSmart has succeeded in cutting those costs in half.

At the same time, while the compelling price point has helped RiseSmart open doors, the less tangible benefits for employees and employers establishes a reputation for excellence. Ninety-two percent of respondents expressed overall satisfaction with RiseSmart Transition Concierge service and 88 percent said it was likely they would recommend the service to friends.

The results are in stark contrast to the rest of the industry. The lackluster performance is understandable, with dissatisfaction increasing exponentially with every month those employees remained unemployed. In contrast, the RiseSmart Transition Concierge service is delivering the average worker 10.6 highly relevant job leads per week.

"Many of the jobs we screen are recruiter posted," adds Sathe. "We expect to expand our relationship with recruiters to enhance Job Concierge and Transition Concierge over time."

It also serves as a reminder that not all marketing measures include advertising, public relations, or social media. While communication assists business, the right marketing model can transform an entire business overnight. And sometimes, at least in the case of RiseSmart, those changes can disrupt entire niche industries.

Racing Ahead: Volkswagen Finds Firemint

Want to entice people to like advertising? There's an app for that.

Volkswagen seems to be hitting a home run in one of the least likely places. While it has six iPhone apps in circulation (three of them related to racing), its partnership with Firemint represents a real win-win for both companies and consumers.

Firemint is the company behind the number one racing game for iTunes apps. While the game was previously riding high with stellar reviews from MobileCrunch, UGO, and the iPhone Games Network, the $6.99 price point and news of some public relations firm inflating expectations made some people hesitate.

Enter Volkswagen.

Volkswagen sponsored the game's free trial, with three tracks and six all-new 2010 GTI sport hatches. Doing so makes a trial version possible, which entices more people to download the game after their test play.

At the same time, it positions the GTI as a sports car (2.0 liter FSI turbo engine), with an MDI with iPod feature that plugs into the touchscreen radio or navigation system. In sum, it helps reintroduce a hipness that the German car company almost lost under Crispin Porter + Bogusky's watch.

Entertaining Ads.

Never mind the debacle that once was Bud.tv. When advertisers match the right marketing with the right media and distribution, entertainment advertising works. The Real Racing app has since soared to the number one download and has created an all-positive buzz up about the brand. As a bonus for Firemint, its paid Real Racing app is currently ranked 29 and climbing.

"With the personalization of media and the challenges inherent with reaching constantly connected consumers, we tasked ourselves to rethink the way we launch vehicles in order to engage our consumers in a meaningful way," said Tim Ellis, vice president of marketing, Volkswagen of America, Inc. "The GTI customer is a tech-savvy consumer who enjoys social networking, playing games and spending time on mobile devices — most often an iPhone."

Even more telling is that while consumers claim they hate advertising, the Real Racing app demonstrates that what the public says and does are two different things. In this case, the launch of the GTI brand added realism to the game without being overly intrusive (despite seeing the Volkswagen brand on every screen).

What's even more interesting is that while most mobile success stories convinced us mobile marketing was all about adding convenience, this app offers up a different perspective. While pizza might be a product of convenience, other products and services might mean something else.

Imagine that. Social media and mobile marketing are situational. Original strategies, not best practice tactics, point the way.

Going Local: NAVTEQ Study & Mobile Trends

When it comes to reaching consumers via GPS-enabled location-based advertising, 19 percent of them recalled seeing a specific ad and clicked through to find nearby retail locations. Up to 6 percent also visited a business location after seeing an ad on their GPS device.

This is just one of many compelling findings conducted by Marketing Research Services Inc. and recently released by NAVTEQ, a leading global provider of digital map, traffic, and location data for in-vehicle, portable, wireless and enterprise. It marks a greater trend for marketers to find advertising while they are within a specific proximity of the business and/or while they are making purchasing decisions.

Additional NAVTEQ GPS-enabled location-based advertising study findings that demonstrate impact.

• Seventy-two percent of consumers find the ads to be acceptable on their navigation devices.
• At least 50 percent of respondents recall seeing an ad for each of the advertised brands (aided and unaided).
• At least 19 percent of people who recall seeing a specific ad reported clicking through for information on nearby locations.
• Up to 6 percent of navigation device users visited a business location because of seeing an ad on their navigation device.

"Marketers care about reaching consumers at the moment when they are closest to making a purchase decision," says Nicole Haygood, vice president interactive media director for Draftfcb. "If NAVTEQ's LocationPoint Advertising proves capable of tactfully engaging them near point of purchase through GPS, it will emerge as a desirable option for ad dollars."

GPS-enabled advertising isn't the only consideration for advertisers in an increasingly mobile world.

Consumers are relying heavily on search engines to find what they are looking for. While most might assume that means Google, recent Nielsen research discovered that 27 percent of Google searchers also used Bing at least once in July. Thirty-nine percent also used Yahoo.

"The reality is few consumers limit themselves to a single search engine, and the engine that builds a better mousetrap has the opportunity to make its case to searchers," said Ken Cassar, VP of industry insights for Nielsen Co.'s Online division. "Certainly [Google's] lead is formidable, and I don't see it changing significantly in the near future."

All of this creates a near future that suggests mobile consumers will be able to search for specific products and services, find the closest location with the best prices, and even map a route that avoids traffic. And stores and service providers with top-of-mind awareness and/or engagement via social networks stand to be the biggest beneficiaries.

After all, consumers who already know about your product, service, or business are much more likely to search for it. As long as they are not diverted by competitors or turned away because of poor customer service, they are most likely to search for and shop at places where they feel comfortable. The future of mobile could strengthen that relationship.

Balancing Transparency: Social Media And Psychology

"Recruiters shouldn’t care about that Facebook picture of your beer pong game in college." — Shel Holtz, ABC, principal of Holtz Communication + Technology.

Holtz calls the increasing shift toward total transparency a cultural transition, spurred on by social media. And, as a consequence, "Animal House [by Millennials] behavior really shouldn’t matter to hiring managers today."

The communication has sparked an interesting conversation, with Jen Zingheim, Media Bullseye, wondering if "Millenials are perhaps setting themselves up for future problems, because it's hard to put that privacy genie back in the bottle." At the same time, she recognizes that she came from a different era, one that celebrated the separation of professional and personal, work and play.

For my part, I offered up the interesting case study of Amanda Marcotte and Melissa McEwan, who found their personal and professional worlds collide while working on John Edwards campaign just last year. Holtz said it was apples and oranges.

Is it? Marcotte and McEwan isn't a story about bad behavior. It's a story about merely having publicly conflicting views with the candidate you work for — without bad or illegal behavior. It led to the chastisement of two professionals over nothing more than their own rhetoric. It also marked the beginning of the end for the Edwards campaign.

The consequences present evidence enough. What we do in public is public. Social media can make personal public.

Does this mean Holtz is wrong? Not in the least. This is a conversation with a dynamic that allows two people to be right at the same time in that there is a cultural shift occurring that allows for greater personal and professional crossovers. However, Holtz might be taking one step to far in suggesting that what you share might be exempt from public scrutiny after it's shared publicly.

What we do in public, especially when it includes personal behavior, has always had professional consequences. To think otherwise is saying that the employee who unexpectedly got drunk and put the lampshade on his head at the company party didn't somehow change the perception of the public that was present. Social media expands that public.

In some ways, it might be more hazardous because social media is different from daily relationships as it expands the audience (instead of 50 impressions at a company party, there might be 500 impressions on Facebook).

We might also consider that the online public has a limited engagement. For some in social media settings, they might only see that lampshade on his head, which wouldn't create the impression of someone who had too many. They might only see a drunk. Or maybe an alcoholic. Or maybe something else. It's hard to guess.

In recruitment, it might beg the question: do we hire the drunk or the other guy or gal?

In some cases, it might depend on the corporate culture of the company. In most cases, maybe not. After all, there is a growing feeling that semi-public employees make statements about companies.

And while I may personally agree with Holtz that companies might be going too far (given some use sites like Zillow to evaluate a prospect's real estate), it may be equally irresponsible to suggest to students that what they say or share online ought not to have consequences when it very clearly has consequences, whether you're a student or not.

There are a good number of people who might disagree with me. Many social media professionals and social media authors practice, in varying degrees, total transparency beyond authenticity. However, there is another distinction to be made.

Many of them have already become public figures as de facto public speakers, columnists, and authors. And public figures, based in part on personal branding, follow different rules. Their fans and followers want to know more about them personally, horns or halos.

Where the challenge for everyone else is in that they want some semblance of privacy while operating as a semi-public person in very public forums.

And while I personally do not judge people on their behaviors, opinions, etc., the public most certainly does. Customers do. Constituents do. Colleagues do. People do.

This last weekend, two servers at restaurants shared personal information with me. One was tired because another employee called off after coming down with a severe medical condition and she was working a double shift. Another was tired because they stayed out late the night before, and were nursing a hangover. (Both of them were Baby Boomers, not Millennials, by the way).

I tend to be very personable when I interact with people; they share a lot of information with me. I make it a point not to judge or label them for it either. However, I cannot help but to wonder if a greater population really wants to know. Most people just want personal service without public commentary and introspection by those providing the service.

So whereas Holtz presents an interesting case study for how we are in transition (and we are, all the time, like a pendulum), I lean toward Zingheim's point in that there seems to be some ignorance about the potential consequences of participants who don't filter personal content, especially when the engagement might be confined to a single impression.

Or, in other words, choosing not to consider what people might think about certain behaviors, actions, or ideas is one thing. But expecting people to only affirm those behaviors, actions, or ideas is another all together. Not all such stories will end like David Letterman. Some will end like John Ensign. Are you ready to flip the coin?

Finding Funny: Six Guidelines For Humor In Advertising

Earlier this year, Adam Ferrier, consumer psychologist and a founding partner of Naked Communications, wrote a post that claimed humor in advertising doesn't work. Looking at the recent gaffes by LawFirms.com, Pepsi, and Toyota, we draw a different conclusion. Most advertising humor isn't funny.

“It is a curious fact that people are never so trivial as when they take themselves seriously.” — Oscar Wilde

In truth, there have been scores of studies conducted on humor in advertising over the past 25 years. One of the most famous was conducted by Paul Speck back in 1987. He found that humorous ads increased initial attention, sustained attention, and retention. (You can find his dissertation here.)

Add to this early work: a Clear Channel presentation about outdoor advertising that revealed humor outperformed straightforward by as much as 3:1; most estimates suggest 80 percent of viral success stories include humor; and a new study conducted by Madelijn Strick from the Radboud University in Nijmegen, Holland that concludes comedy is important to have a positive impact on customers. There are hundreds more.

So, if the problem isn't funny, what is the problem with funny? The problem seems to be that funny has to be funny to work. Unfunny, on the other hand, only creates negative impressions. And unfortunately, unfunny is much more commonplace as advertising writers seem to have forgotten that marketing humor doesn't enjoy the same liberties as entertainment writing.

Six Guidelines To Finding Funny For Advertising

The first rule of advertising is that there are no rules. Divergent thinking has always sold and will continue to sell. However, there are guidelines that can help reduce the risk of producing an unfunny campaign that backfires like those mentioned yesterday.

Guideline 1: Funny Is Inclusive, Not Exclusionary
All three backfires have an exclusionary construct. They attempt to be funny at the expense of others. Marketing humor works best when it's inclusive — when we laugh at ourselves or with a group we belong to. (If Motrin made baby carriers, they may have escaped the wrath of angry moms).

Guideline 2: Funny Rolls Uphill, Not Downhill
Two of the backfires make fun of stereotypes that are perceived to be "inferior" to the position of the teller. For advertising, comedy is better positioned to roll uphill. Illegal aliens can make fun of lawyers, but lawyers cannot make fun of Illegal aliens.

Guideline 3: Funny Is Contextual
Context isn't everything, but it always counts. There have been several people making the context case lately, but the idea has been around awhile. The message, medium, and moment are all important when it comes to funny. Two of the backfires miss this idea entirely.

Guideline 4: Funny Is Situational
When people make mistakes, making fun of the mistake might be funny. For example, making fun of United Airlines' mistake is funny. Political gaffes are funny. Big business missteps are funny. However, always keep in mind that what is funny today may not be funny tomorrow. One backfire, for example, tried a joke two years too late.

Guideline 5: Funny Is Relative
When a character that people can relate to becomes the brunt of the joke, it might be funny. That's why marketing that makes fun of office settings tend to work. No one is really singled out, and many of us can relate as an audience. All three backfires never consider their relation to the audience. The humor might make them laugh, but nobody else is really laughing.

Guideline 6: Funny Is About Constraint
Advertising humor also works best when it shows some constraint. If people talk about a joke but cannot remember the product or service, you lose. All three backfires seem to disassociate themselves from the humor. In fact, one backfire does it so well that most of their gags were passed over by consumers. (Nobody really friended their fake MySpace accounts.)

But beyond all that, humorists also need to remember that funny is hard work. Off-the-cuff quips that come up in a creative session seldom make the cut. They have to be worked, reworked, and worked again. That said, here are three five-second solutions that my have played better than what those unfunny writers cooked up (because that's all the time we had).

Legal Advice Without An Argument? There's An App For That. LawFirms.com

Or, related in subject matter. We Won't Chase You For A Change. Immigration Advice. LawFirms.com

Lesson: Making fun of clients is not funny. Making fun of your profession might be funny.

Play A Prank On Toyota. The Matrix

Lesson: A car company playing pranks on people is not funny. Playing pranks on a car company might be funny.

Life's Too Short. Amp Up When They Shoot You Down. Pepsi

Lesson: Taking advantage of a nerdy girl is not funny. Being shot down by one might be funny.

Get it? Sure, humor is subjective, which is why it can be risky. But when writers consider a few simple guidelines, smart and unexpected humor in advertising can potentially be successful, sustainable, and have a shot at going viral.

Failing At Funny: LawFirms.com, Pepsi, and Toyota

In the quest for attention, it seems more and more marketing teams are opting into comedic routines. And, more and more, most of them are only creating their own public relations nightmares. Here are three recent favorites before an explanation that pinpoints why advertisers seem to be missing the mark.

Lawfirms.com Yanks Ad That Jabs At Illegal Immigration

LawFirms.com recently created an ad for a fictitious iPhone “app” ad called iCoyote. The app supposedly packed “all of the features of a real immigrant smuggler into the iPhone. Using GPS, navigate through the patrol packed desert without worrying about that pesky Border Patrol.”

After the ad earned attention from Adam Ostrow at Mashable, the creative that was attributed to "the tasteless sense of humor of two employees that are likely to be fired” was taken down. In its place, Lawfirms.com posted a half-hearted apology.

We regret posting the iCoyote social media experiment. Obviously, this campaign did not hit the mark and we apologize to anyone who was offended by the content. Our mission is to help consumers find legal information, and if necessary, with legal counsel and we're continually striving to find creative ways to introduce people to LawFirms.com.

Toyota Earns Negative Impressions Over Lawsuit

Toyota, with some help from ad agency Saatchi & Saatchi, hit "publicity pay dirt" after its faux-stalker campaign landed the company in a lawsuit. Right. It seems someone forgot to tell Amber Duick that she had agreed to be the brunt of the joke as she believed someone really was stalking her.

The prank, covered by Techdirt and the Consumerist, may cost the company as much as $10 million after Duick "had difficulty eating, sleeping and going to work" because she believed a "lunatic" stranger was planning to visit.

According to the coverage, she even received a bill from a hotel that the stranger supposedly "trashed." So far, Toyota is standing firm on its commitment to comedy, saying Duick opted in via a disclaimer.

That excuse is about as funny as hiding evidence from plaintiffs in cases stemming from highway deaths and injuries across the U.S.

Pepsi Pushes Feminist Buttons Over iPhone App

Another "app" accident (and this one is real) comes from the same people who approved the defacing of the Tropicana brand. PepsiCo Inc. promised to help men "score" with two dozen stereotypes of women. The apps give participants pickup lines and a scoreboard. Well, sort of.

Nancy Johnston, columnist for The Baltimore Sun, hit upon some of the "humorous" anecdotes in her column: "Meet a girl who's gone through a bad breakup? Pepsi will help you find an ice cream parlor to take her to, so she feels you really care. Want to convince twin sisters to get a little romantic (and incestuous)? The application thoughtfully supplies groin, hip and back exercises, so you don't pull any muscles during your conquest."

Pepsi has since apologized, but the apology seems to have picked up on the pat "poke fun at yourself" exercise that has crept into the public relations playbook. The apology reads: "Amp tweeted, “Our app tried 2 show the humorous lengths guys go 2 pick up women. We apologize if it’s in bad taste & appreciate your feedback” and then adds its own “pepsifail” hashtag (#).

So What Have Advertisers Forgotten About Funny?

There is no question that "funny" ads attract more attention than straightforward advertising. When done right, consumers forget the pitch and then run off to share the punchline with family and friends. I even have a few studies for students that reveal funny can increase retention and response rates by as much as 300 percent over not-funny advertisements.

So what's going wrong?

Some claim that Americans are losing their sense of humor. There is certainly some truth to the theory, and anyone can make an adequate case (I've even made this case in past case studies). However, the real culprit isn't the public. The real failure seems to be too much cheap shot comedy.

Cheap shot comedy includes all those lovable little quips that occur all the time in entertainment. It's top of mind and off the cuff that is funny in the moment or given a specific situation. Otherwise, it wouldn't be funny at all.

Stand-up comedians and late night talk show hosts rely on an ample supply of cheap shot comedy. And, some of it works in sitcoms too, because the context is expansive and fictional. So why doesn't it work for advertisers?

Since companies are not comedians and advertising is more contextually inclusive than situational, writing funny advertisements seldom includes shooting from the hip. In fact, most funny lines bounced around during a creative brainstorming session are supposed to be burned up and forgotten because they are not funny outside the moment.

Don't misunderstand me. Humor works for advertising. It's also hard work. Hard enough that you'll have to come back tomorrow if you want some tips in how to make it work. I might toss up a few solutions for the three "funny fail" ads above or I might make fun of them instead. I haven't decided.

Pitching Wind: Public Relations

"The traditional one-way media model has definitely had its day. So agencies are talking to clients about these engagement models much more." — Sam Lucas, chair of Burson-Marsteller to Adweek.

With consistency, public relations practitioners, even those who shrugged off social media earlier, are giving up on pitches and turning toward directly engaging consumers through original content they and their agencies are creating. And why not?

Diminishing Circulation Feeds Social Media For Now

According to the Audit Bureau of Circulations, 379 remaining daily newspapers had a total circulation of 30.4 million, down 10 percent since April. Sunday papers were not exempt. Of 563 daily newspapers, circulation had dropped to 40 million, down 7.49 percent. Magazines don't fare much better.

However, reactionary planning might backfire in the long run. Mark Hass, CEO and partner of MH Group Communications, who told Adweek that traditional media is a lot less important than it used to be, might be describing an accurate view of media today. But what about tomorrow?

The papers that remain, especially those that are moving to electronic platforms, will still be there tomorrow. One recent study shows that print publishers are very keen on the next step in distribution. And that distribution model will one day be mobile.

• More than 80 percent of newspaper and magazine publishers believe people will rely more heavily on mobile devices as a primary information source in the next three years.

• Nearly 70 percent of respondents agree that mobile is receiving more attention at their publications this year than last. More than a third believe their publication already has a well-developed plan for attacking and conquering the mobile market.

• Forty-four percent of respondents who track mobile’s impact on their Web site traffic said the devices increased visits by up to 10 percent today. Half believe mobile traffic to their Web sites will increase by 5 to 25 percent in the next two years.

If publishers diminish the cost of print (despite the majority of publishers wanting a print-electronic solution) and readers overcome mobile setbacks, some publications may flourish.

Restructuring Public Relations Firms May Diminish Their Value

Not always, but often, the pubic relations industry was commanding higher retainers than social media. So firms that throw too far into social media may diminish their own value as their media relations function becomes devalued over time. Worse for them, an overemphasis on direct-to-consumer communication, which was typically seen as a function of marketing, could seriously shift the practice toward astroturf or content resembling the modern press release (most of which are unreadable).

At the same time, newspapers that do survive and adapt with better mobile solutions may develop very different relations around public relations, thereby cutting out what some journalists consider client-side gatekeepers. And in some cases, journalists who work for re-emerging news teams might even remember which public relations practitioners kept the lines of communication open and which did not.

When you add it all up, the trends suggest an increasing need for an integrated team approach over attempts to control communication and marketing budgets. Simply put, public relations cannot afford to diminish the value of media relations to the point of alienation. After all, media isn't dying as much as it is being restructured. So what to do?

Consider the core functions of each discipline. Social media tends to work best in delivering customer-centric content (sometimes with a customer service overlap). Marketing and advertising work best in focusing on prospect-centric demand creation. And public relations tends to work best in reaching publics beyond the customer. Sure, overlaps exist around every corner, but recognizing priorities is still important.

Dominating Display Ads: U.K. Online Spending

Telecommunications companies in the United Kingdom take social networks seriously, according to a new study by comScore, Inc. which revealed social networking sites accounted for 13.8 billion display ad impressions in August 2009. The study also showed that while display ads skew toward younger audiences, advertisers are marketing to every age group.

Display Ad, Demographic Targeting

• Ages 15-24 29.0%
• Ages 25-34 22.3%
• Ages 35-44 21.1%
• Ages 45-54 15.9%
• Ages 55+ 11.7%

"[This] data suggests that every demographic segment is reached via social networking sites and that no particular age segment accounts for an overwhelming percentage of ads delivered," said Mike Read, comScore managing director, Europe. "Given the overall reach and volume of ads delivered on social networking sites, brand advertisers who ignore this channel may be missing a significant opportunity and enabling their competitors to gain a dominant share of voice in the channel."

While the study was confined to the United Kingdom, it does reveal which industries are placing their faith in social networks. Beyond the study, our research shows entertainment and travel are particularly well suited to content delivery, which allows these segments to rely on display ads less while still benefiting from significant reach via groups and fan pages.

The dominance by telecommunications mirrors major media spending reports, according to Brandweek. The The Nielsen Co. recently released a study that shows marketers in telecommunications were among the handful of industries to spend more on advertising in the first eight months of 2009 then they did in the same period in 2008. Fast food, insurance, lending, and cable/satellite companies also spent more on advertising.

Building A Better Display Ad

For all the increased investment in display ads, some companies still struggle with the medium. One of the most common mistakes marketers make is relying on logo dominant display ads as opposed to ads that make rational, emotional, or visceral appeal. Instead, too many are still stuck on attention-grabbing intrusive visuals with "click here" demands.

The second most common mistake is choosing an appropriate landing page once consumers do click on the advertisement. Most marketers attempt to drive social network participants to a sales page or static Web site as opposed to a social media site or social network page that is better suited to the medium. Online, the more effective solution is to drive consumers to a point of engagement.

For example, Flip Video, which is currently running a display ad on Facebook, drives consumers to a Facebook fan page, which includes uncensored consumer testimonials and product displays. For Flip Video, the tactic makes more sense than driving consumers directly to the store or pitch page.

So what does all this mean? The best marketers are investing more in a recession, investing more online, and investing in social media programs that integrate well with traditional and new media. Is it any wonder more companies have made social media part of the mix? Not really.

Clowning For Attention: Western Washington University

Selective attention, our ability to unconsciously filter visual and audio information, has always been a challenge for advertising. In the last five decades, advertisers have ponied up an increasing amount of ridiculous commercials and guerilla gimmicks in an attempt to win us over, even when they knew the results weren't sustainable.

The concept was simple enough. Whereas 1920s advertising was informational and appealed to rational thought, 1950s advertising shifted the paradigm to make emotional and visceral appeals. By the 1980s, there were so many emotional and visceral appeals, we began to filter them out, prompting advertisers to look for new ways to stand out. You know, like clowns.

Clowns Don't Work So Much Anymore.

Clowns, or "That Guy" as they are sometimes dubbed in social media, are struggling to get our attention. (Or, as I once commented to Seth Godin, purple cows tend to lose their impact in a pasture full of them.) If everyone is a clown, funny noses become commonplace.

While the research was intended to demonstrate how distracting cell phones are, researcher and psychology professor Ira Hyman at Western Washington University in Bellingham, Wash., has helped pinpoint why advertising seems to be losing its luster. He employed a clown to ride a unicycle through campus and tracked the reactions.

Of the 317 pedestrians crossing the main square of the campus, only 25 percent of those using their mobile phones noticed the clown. Fifty-one percent of those people walking alone noticed the clown. Sixty-one percent of the people using music players saw the clown. Seventy-one percent of those who were walking or chatting in groups noticed him.

"When people engage in demanding cognitive tasks, they may not become aware of a variety of stimuli in the environment," he told The Press Association. The phenomenon is called "inattentional blindness". Where it applies to advertising is in consideration of which environment people are more attuned to. It seems mobile content and conversations win.

Clowns, Grapefruit, And Social Media

C. Robert Cargill, writing about the success of the film Paranormal Activity, retold a great Dana Carvey allegory about fame, involving a grapefruit.

If you take an ordinary grapefruit, put it on a pedestal, and then broadcast that pedestal on television 24 hours a day, you would have a star. It doesn't matter if anyone watches the grapefruit; they'd simply see it flipping channels. Take the grapefruit to the mall, put it under glass, and people gather around and whisper “Hey, I think that’s THE grapefruit” before taking their photo moment.

Elaborating on the story, if you televised 100 grapefruit on pedestals 24 hours a day on different channels and then took them to the mall, then people might only say "Oh, there are those grapefruits again," assuming they even noticed them at all.

Recently, Adam Kmiec seemed to struggle with the concept, despite enough experience to know better, as it relates to Chris Brogan. Meaning no disrespect, Brogan is one of THE original grapefruits.

So as more and more grapefruit add themselves to the mix, they just don't seem as interesting, even if they are sweeter, riper, older, or more experienced. Right. The new ones have to differentiate themselves in the marketplace. Or, in other words, you can't be a grapefruit and expect to be noticed anymore. Be something else, while accepting that being a juicer is less sustainable.

Failing At Public Relations: Obama Administration

You know your public relations efforts are failing when you talk to more people (reach) more often (frequency) about an issue (message) and it produces a negative outcome despite having a powerful brand. When that happens, the most prudent course of action is to shut up and listen to people. But not the Obama administration.

Their strategy seems crystal clear. If you don't like a plan, they will talk you to death. And if you still don't like a plan, they will talk about you to death. And if you still don't agree, then they'll declare war. Shudder the thought.

Why the war on Fox News will backfire.

Before pointing out the obvious, I might offer up that this post has less to do with politics than it does communication. Simply put, politics doesn't have to be part of the equation to plainly see that the Obama administration is not only failing at public relations, but they also seem to be their own worst enemy (even more so than the previous administration, which one would have thought to be impossible).

There has always been plenty of evidence to support the idea that Fox News leans right. There has always been plenty of evidence that MSNBC leans left. In general, there is ample evidence to support most media leans left and talk radio leans right (but not as much as some people think).

Indeed. The vision of Walter Lippman is dead. Objective journalism is at the end of its brief, but worthwhile run. And the public has lost its appetite for true news in favor of flavored coverage.

Any questions?

And if you work for any White House administration, you have a choice. You live with it or you resort to diatribe. The current administration has chosen diatribe based on the mistaken notion that if you cannot win the debate, you beat the debater.

Of course, that tried-and-true political tactic doesn't work with the media. It only compounds the problem.

When you take media "opposition" seriously, it means you risk increasing its credibility. And in the case with the White House war against Fox News, that is precisely what is happening.

Ratings for Fox News is up, easily beating CNN and MSNBC. In fact, Fox News averaged 2.25 million total viewers in prime time for the third quarter, up 2 percent over the previous year, according to left leaning The Huffington Post.

Meanwhile, White House poll numbers are dropping. Why? As President Obama and his team obsess over criticism, anyone who is uncertain or critical of unpopular policies are added to a list of undesirables. Take your pick: health care reform policies or the struggling economic climate or the troop buildup in Afghanistan or the abandonment of a promise for open communication or the failure to deliver a tax break for seniors making less than $50,000 a year. And the list goes on, with dozens of more reasons why people are interested in hearing other ideas. And, according to the administration, you'll find them on Fox News.

Wait a minute. That's not an attack ... that's advertising. At the current rate of decline, Fox News stands to gain a majority while other media outlets play ball with the President. Even the President is speaking out against Fox News, but his position makes a play for another tactic — good-natured belittling. (Sorry, David. That will not work either.)

The real criticism, where the American public ought to be concerned (contrary to President Obama's opinion), is from the First Amendment Center at the University of Kentucky

"The White House has basically said that they don’t believe in the marketplace of ideas, they’re not willing to engage in debate, and they are going to be associated with John Adams and the Sedition Act and Richard Nixon and his ‘enemies’ list — is that the company they want to be in?” says Mike Farrell, director.

It sure seems that way. Anytime political communicators choose a clash of personalities over opinions, it means their opinion might be weak. And, based on a 10-point drop in polling, it seems to me that people are tuning to Fox News because they do not agree with the President; they are not changing their opinions because Fox News is influencing them.

The lesson is simple really. Obama won an election because the public has been rallying around those who affirm their ideas. And right now, what the Obama administration seems to be missing is they have yet to be a source or affirmation because while Americans might want some of the ideas presented on the campaign trail, they are less than thrilled with the proposed execution of those ideas.

Mostly, the bills don't deliver on promises. They might make things worse.

Integrating Strategy: Social Media

During BlogWorld & New Media Expo, Scott Monty, head of social media at Ford Motor Company, mentioned how social media has helped Ford better integrate communication across advertising, marketing, and public relations. In fact, Ford will invest as much as 25 percent of its marketing budget on digital and social media this year.

The budget isn't assigned to one department. It is the cumulation of several communication department investments, a concept that exemplifies why we saw 2009 would mark the year of communication.

Integration Remains Elusive, Even Within Social Media

While some companies like Ford are moving forward, others seem to be moving backwards. In developing social media programs, they tend to develop what they call "strategies" for specific blogs, social networks (Facebook, Twitter, MySpace, etc.), aggregators (Digg, StumbleUpon, etc.), and distribution services (YouTube, BlogTalkRadio, etc.). The two most common outcomes are: content duplication, where every account carries duplicated content, diminishing content value; or content fragmentation, where every account seems to exist in its own isolated bubble, competing for attention.

Developing a social media program requires a big picture view, with specific tactics and interactions assigned to account as it pertains to an overall communication strategy (note that I did say "social media strategy"). While there might be some overlap in the execution (e.g., Twitter updating Facebook), integrated social media provides a more robust experience for visitors with more choices. It also helps the communicator or communicators prioritize and manage the accounts.

Earlier this year, I developed a quick tip deck on how to select social media tools for organizations based on their audience, available content, and objectives. While it wasn't part of the 10-minute speed presentation, choosing the right tools greatly aids in time management.

The three studies ranged from managing a single blog without any social network outreach to an integrated social media program with YouTube and a blog, highly engaged Facebook and Twitter accounts, and outreach across several fan forums and groups. The latter, illustrated above, somewhat mirrored Jason Falls' Prioritizing Your Networks, except we tend to break out "customers" into participants, advocates, evangelists, and fanatics because each public tends to engage and promote in different ways. Time management would have been challenging without a plan.

Oversimplified, the social media program required frequent checks in order to answer fan questions on social networks. However, content sharing was planned, with the blog updated approximately three times per week with Fridays dedicated to new cast interviews on YouTube with additional insights provided on the blog. New content tended to drive the conversation on social networks, with each having a different function (e.g., Facebook tended to guide fans toward showings in select cities and encourage topical engagement; Twitter tended to cater to evangelists while introducing the film to the fans of specific cast members).

In contrast, I manage my own social media efforts differently. This blog is primarily used as an education tool. I tend to use Twitter as a conversational medium with bloggers and colleagues (and am currently developing a communication professional "300" list* to augment a near future experimental project). I tend to retain Facebook for closer friends and colleagues. And then, of course, there are a variety of other networks I keep up with regularly.

My point here is that social media is situational, which is why many "experts" have a hard time pinning it down. While social media programs may share similarities, no two are really alike. Yet, by developing a big picture view of the program (beyond joining every network on the planet because they seem popular), it becomes significantly easier to manage it.

Three More Sources for Social Media Time Management

• Social Media Time Management by Amber Naslund

• Three Steps To Better Time Management of Your Social Media Marketing by Rich Brooks

• My Social Media System by John Jantsch

*Valeria Maltoni's recent 100 Twitter list greatly influenced our initial picks.

Being Punked: CNBC, Fox, Reuters

Yesterday, Fox, CNBC as well as the Washington Post (which deleted its report) and The New York Times via Reuters, all went forward with a news release stating the U.S. Chamber of Commerce had reversed its position on climate change.

The fraudulent news release, issued by The Yes Men, was part of an elaborate hoax to draw attention to the U.S. Chamber of Commerce's environmental position. The hoax included a fake press conference that was disrupted when real representatives of the U.S. Chamber of Commerce showed up.


While The Yes Men claim to be activists known for posing as corporate executives in order to reveal how corporate greed negatively influences public policy, they have also used the opportunity to plug their documentary film, The Yes Men Fix the World, which opens at the Avalon Theater in NW Washington this Friday, Oct. 23. According to their site, they collaborated with BeyondTalk.net and DC Climate Action Factory, a semi-autonomous group sponsored by Avaaz.org.

Since, the U.S. Chamber of Commerce has issued a statement that it intends to ask "law enforcement authorities to investigate this event." However, the statement smartly seems to stop short of pressing for legal action or a civil suit.

The post-hoax reviews are mostly positive. The San Francisco Chronicle lamented that the release was not real. Grist called it brilliant. Bloomberg reported the facts. And The Hill pointed out how various organizations might have been keener on recognizing the release was a hoax.

While hoaxes are hard to condone, this one certainly reinforces a weakness in modern reporting. The acceleration of communication continues to undermine reliable information and the public is increasingly fickle in which side it might take. The Balloon Boy hoax was billed as pathetic while The Yes Men are made media heroes, at least for a day.

Marketing Content: Mobile Impacts Brand

The next great leap in communication might be mobile, but consumers are overwhelmingly dissatisfied with mobile Web connections and content. Seventy-five percent have experienced slow load times, and more than half reported that the Web site content was either too large or small for the size of their mobile phone's screen.

The survey was published by Gomez, Inc., which specializes in Web application experience management. The study was conducted by Equation Research on behalf of Gomez. It included more than 1,000 mobile Web users and can be found here.

Additional Key Findings About Mobile Content.

• 85 percent of consumers said they are only willing to retry a mobile Web site one, sometimes two, times if it does not work.
• 61 percent of consumers said they are unlikely to return to a Web site if they had trouble accessing it from their phone.
• 40 percent of consumers said they would very likely visit a competitor's Web site in order to find the information they want.

"While mobile users may accept sites that are 'light' on richness and small in form factor, they are evidently not willing to sacrifice performance," said Matt Poepsel, Gomez's VP of performance strategies. "The mobile Web is all about convenience — the Web in your pocket — and slow mobile pages contradict that benefit."

There Is More To The Story About Mobile.

Despite experiences, mobile Web users have exceedingly high expectations with 50 percent willing to wait only 6-10 seconds or less for a Web page to load on their phone before giving up. Only one in five is willing to wait more than 20 seconds.

The high level of expectation has been perpetuated by mobile phone companies, almost all of which market themselves with the pretense that their network is faster and more reliable. Despite the cause of the evaluated expectations, mobile Web users are most likely to blame the site over their providers.

While solutions are largely absent from the study, there are opportunities and alternatives. For the mobile and tech industry, there is an increasing need to deliver faster devices on networks capable of carrying an increased load. For advertising agencies, the solution is to design simpler, faster loading sites rather than robust sites that increase load times. Or, as an alternative, build in mobile counterparts.

There are, of course, other solutions. Companies can augment their Web communication and marketing programs directing consumers to either custom applications on the iPhone or by using any number of social networks to communicate with customers. RSS readers and networks like Facebook and Twitter are well suited for engaging consumers on a desktop, laptop, or mobile device.

Without question, content portability will become a decisive factor in communication over the next two years. As of July 2009, there were more than 56.9 million mobile devices, up from 42.5 million in July 2008. According to the study, eBay is an early success story in providing mobile content. Its iPhone application generated $400 million in sales since its launch in 2008.

Spotting Trends: Seven Myths About Blogging

Today at BlogWorld New Media Expo 2009 in Las Vegas, BlogCatalog will release excerpts from a research study “An Analysis of the Blogosphere: Its Present & Future Impact,” which was conducted by SPECTRUM Brand Strategy Group, LLC (SBSG). The finding are based on a compilation of interviews with influential bloggers; a quantitative survey of BlogCatalog members; and a qualitative discussion moderated by the SBSG research team.

“What we have found is that many of the standing theories embraced by social media experts are not necessarily based on the experience represented by the majority of independent bloggers,” said Tony Berkman, president of BlogCatalog. “In some cases, the SBSG study seems to suggest that many social media experts are isolating themselves from the greater population of the blogosphere.”

Seven Trends In Social Media Related To Blogging

1. Who are bloggers? While many people speculate younger audiences dominate blog authorship, the reality is that they are dominated by “digital immigrants” (Generation X and Baby Boomers). “Digital natives” (Generation Y and younger) are still exploring how they might best use blogs.

2. Will Generation Y follow these leaders? While there is an educator/student relationship, there is also an increasing divide between A-list “digital immigrants” and the greater population of the bloggers, especially younger content creators. As A-list bloggers have become less accessible, the majority of newer bloggers are looking for better solutions and different connections.

3. Do A-list bloggers have better insights? There is no correlation between A-list bloggers providing better insights
than novice or undiscovered bloggers. In fact, as A-list bloggers become more comfortable and complacent with some tactics, the study suggests new, novice, and undiscovered bloggers tend to take more risks that lead to innovation.

4. Is new media replacing traditional media? The vast majority of bloggers have no intention of becoming citizen journalists. It is more likely that content creators, citizen journalists, and journalists will become increasingly interdependent and not competitive with each other.

5. Can people trust blogs? Among bloggers, trusting other bloggers is not an issue. As readers, bloggers are
generally more suspicious of corporate blogs and traditional media than of other bloggers, even those who remain anonymous. There is also an increasing need for more human oversight over algorithms in discovering quality content.

6. How do bloggers measure success? Bloggers clearly and consistently identify their content as opinion communication and the authors aim to receive recognition and readerships. While corporations are interested in measuring a return on investment, most bloggers are more concerned about affirmation and engagement.

7. Will micro-blogging and social networks replace blogs? Most bloggers see micro-blogging and blogging as an interdependent activity, with micro-blogging, especially Twitter, being used to market blog content. They change where the discussion takes place, but thought leadership occurs on blogs.

There are more conversation topics to be found in excerpts being released today. There are additional points to be found in the full study, which is still being compiled.

Additional Points of Interest At BlogWorld

BlogCatalog is also handing out information on two upcoming Bloggers Unite events in November — Veterans Day: Who Will Stand on Nov. 11 and Bloggers Unite: Fight for Preemies on Nov. 17. Please save the dates and dedicate a blog post for both important causes.

If you are attending BlogWorld and have questions about either event, look for me Friday morning or Saturday afternoon, after I finish my class at UNLV. Or, look for our communication manager Hadley Thom, who will also be frequenting the BlogCatalog booth between sessions.

Who wouldn't be with Clive Berkman passing out special treats for attendees. He cooked the chocolate at my home last night; I highly recommend it.

Aggregating Insights: Valeria Maltoni

When anybody publishes a social media list such as the Conversation Agent's 100 PR People Worth Following on Twitter, people take notice — both those who are on the list and those who are not.

Maybe just as interesting as some of the people on the list, Valeria Maltoni recently tracked and shared the varied reactions to it, which seems to range from dismissive cynicism to grateful elation. It contains some fascinating insights into social media.

"You're not famous until my mother has heard of you." — Jay Leno

As social media has continued to evolve, aggregation has been an increasingly powerful component, especially for those engaged in the field of communication and those hoping to be recognized for their thoughts and contributions. Whether those lists are post votes (e.g., Digg), authority algorithms (e.g., Technorati), participation in ranking programs (e.g., AdAge Power 150), or recommendations from well-read communicators like Maltoni, they tend to drive the discovery that happens online.

In fact, according to study excerpts from Spectrum Brand Strategy LLC to be released by BlogCatalog at BlogWorld this weekend, bloggers report they are most concerned about opinion affirmation and reader engagement over any other measure, which is vastly different than the ROI measured by most companies (but not so different from the most common goals set by consultants who want to be hired by those companies).

Being almost famous, it seems, has become a global pastime online. Enough so that many social media participants invest as much time developing tactics to climb to the top of something as some do creating content with value. A few even develop systems to create the perception of influence even when they are not influential. But that is precisely why Maltoni's list has impact. There was no algorithm to game. It was simply a matter of consistent behavior, which she simply states in her follow-up post.

"We all want to be famous people, and the moment we want to be something we are no longer free." — Jiddu Krishnamurti

If you are looking for trends in social media, Maltoni's list presents a one step removed glimpse of the future. Respected people over programs will eventually play a greater role in vetting the increasing amount of content being uploaded on the Web, much like editors and critics have done in the past. Some briefs are attempting to do this for public consumption. Some social media consultants (including our company) already produce private market intelligence reports for companies hoping to have an edge. And in the near future, we'll be doing more of it with an experimental project we have waiting in the wings.

It's a vastly different approach than previous algorithms, some of which only aimed to get the attention of the people placed on it (list owners used to get props for nothing more than ranking others). More and more often, it will be based on the quality of the content or level of contribution or basis of an idea because the value of the lists, recommendations, and vetted content will be determined by objectiveness over exhibiting favoritism or partiality to the so-called famous social media participants.

"I'd love to live in Ireland but I'd like to live as me, not what someone thinks I am." — Van Morrison

Another point of interest to take away from Maltoni's second post is, as mentioned, how various people react to being included or not. It's an extension of how they perceive being famous to some degree (even if the list had nothing to do with being popular).

In general, it seems that most were dismissive if they felt more famous than the list maker, grateful if they respected the person, irritated if they felt more famous than those included, eager if they were looking for a boost in their own popularity, and so on and so forth. In my case, I was grateful, especially because I never pursue being included on any algorithm list like the AdAge Power 150 or outreach-oriented compilation like All Top. I'd rather people discover content when they are looking for (and hopefully finding) something relevant or in developing a relationship along the way.

That road may take a little longer to get someone to their destination, but it also ensures you will never overemphasize "famous" in the social media equation or eventually find yourself lamenting those success like Van Morrison. It's better to remember that public relations and communication objectively vetted by humans is better, qualified or not (Maltoni is qualified), because the best lists have nothing to do with being almost famous, as Maltoni said. There are better measures.

Forgetting Flights: Virgin America

On most flights, Virgin America has it all. Its mission is to make flying good again — with brand new planes, attractive fares, top notch service, and innovative amenities. It's the kind of reinvention that has passengers clamoring to board the plane even if it means waiting 15 minutes or an hour on the tarmac.

Or is it?

While anyone flying out of San Francisco International Airport (SFO) might know that fog or rain frequently set departure times back as it did yesterday, no one anticipated that Virgin America would forget to notify passengers that their flights would be delayed. The first notification came 25 minutes after the scheduled departure time.

Sure, most passengers had a hunch that the flight was delayed, given it had never been assigned a gate. Some learned about it while hovering around the departure screens scattered throughout the terminal, partaking in a surreal event as their scheduled "on time" departure came and went without so much as a gate notification, actual departure time, or service agent update. A few checked the Website on smart phones and laptops. A handful turned to passenger service agents boarding other flights.

"We don't know. Watch the terminal monitors."

It was the most common answer before busy passenger service agents would take off for parts unknown. Less common was asking delayed passengers to empathize with other passengers who were also delayed. Those passengers had to wait an hour, one agent said, pointing to the group he was about to allow to board.

Unfortunately, any empathy for others eventually eroded as it took a full 2 1/2 hours before Virgin America would have any direct communication with passengers again. All the while, British Airlines and JetBlue updated their customers, offering apologies for the briefest of delays, which only seemed to add insult to injury for those left in the dark by Virgin America.

Even after Virgin America finally assigned the flight a gate, it took another half hour before the team provided updates with any sense of clarity. Shortly after, they attempted to infuse fun into the situation by offering free drink vouchers to the passenger who could produce the oldest penny or guess the singer of a song playing over the gate intercom.

While the games did temporarily take the edge off a bad situation, one wonders if Virgin America took too long to find its groove. Are leather seats, in-flight video entertainment, and mood lighting enough to keep passengers coming back for more?

It mostly depends on the unique perspective of each individual passenger and whether previous experiences make the mix-up an exception or the rule. Otherwise, it seems Virgin America learned a valuable lesson. If you don't deliver on your core service, no amount of reinvented amenities, services, or selective apologies can make up for it.

There are, after all, only two core services for every airline. Deliver passengers and their luggage to the destination on time, and communicate with them when you don't. Added values — ranging from comfort to humorous onboard educational videos — only count when the first two services are met.

In this case, Virgin America didn't break guitars. It only broke an opportunity to turn more passengers into advocates or evangelists.