Stalling: Small Business And Social Media

According to a new survey conducted by OfficeArrow and SocialStrategy1, small business executives are increasingly aware that social media impacts their business (42 percent) but are still unable to take advantage of it (67 percent). Thirty-one percent are not even sure where to begin. Small businesses have concerns about social media.

• Personal and professional information issues.
• Time commitment and basic understanding.
• Information overload and general confusion.
• Outcome measurement against investment.
• Lack of security and inappropriate content.

The outcome of these concerns is that only about one-third of small businesses will be dedicating additional funds to social media in the near future. Most (67 percent) are hesitant to invest more (or at all) in social media because they don't know how to prioritize their efforts beyond gathering intelligence.

The "Social Media Problem" For Small Business Isn't A Social Media Problem.

The challenge that most businesses have with social media isn't a social media problem. It's a strategic communication problem, punctuated by the fact that most small businesses don't have any semblance of a communication plan, which ought to be the driving force of any social media effort.

Without a communication plan, companies adopting social media are virtually predestined to feel overwhelmed. In fact, even those firms that have some semblance of a communication plan tend to be in over their heads. It doesn't even matter if they attend classes and seminars, hire someone internally, or outsource some of their social media program to a firm. They often hire the wrong people.

Sometimes I liken it to hiring the best mechanic, but without ever knowing how to drive. Or worse, for companies without communication plans, it's like hiring a mechanic to do the driving but without any destination in mind.

Right. The most common approach to social media today is to jump in a car for the first time and drive solo at high speeds on the highway. And the second most common approach is to hire someone who will randomly drive to as many locations as possible with the hope that a miracle will happen if they visit enough places.

Ironically, the problem isn't new. Twenty years ago, brochures were the most common communication tool of business-to-business or business-to-consumer communication. But if you asked a small business owner why they needed one, the most common answer would be because everyone else had one. And when websites supplanted brochures as the priority, the same story played out all over again.

Social Media Doesn't Start With An Expert. It Starts With A Communication Plan.

Whether you are a small business with less than 10 employees or more than 200 employees, you need a communication plan. Simply stated, a communication plan is the blueprint of all communication.

You can even divide the plan into two parts. The first part brings together the mission, vision, values, history, and an assessment of current internal and external issues that are aligned with the company's goals.

The second part considers the company's most important publics, its most important messages (partly dictated by what people already are saying about the company), how those messages are best delivered to those publics, when is the best time to deliver those messages, and how to analyze feedback and adjust. Sounds like a job for an intern right?

If a company could successfully fill in those blanks, social media would be undeniably easier to plan, establish tangible goals, and measure outcomes over the long term. And, it would likely be tens times more effective if companies could appreciate that while everyone online has the potential to be a broadcaster, social media is not a broadcast channel. But that subject is better saved for next week.

You can find the OfficeArrow and SocialStrategy1 survey responses here. You can ask questions in person during my upcoming social media class here. And you can find out how social media message delivery differs from traditional marketing messages next week, which is one of its principal advantages.

Standing Up: Communication Stops Bullies And Abusers

The knock at the door was fierce, followed by an aggressive sequence of door bell rings. It's not unexpected when you have a preteen in the house, even if most of his friends show more respect.

It wasn't a friend.

I may have never known it, but my son came bounding up the stairs a moment later.

"Can I go outside?" he said. "Some kid wants to fight me."

"Um, no you may not," I said, still in disbelief over what I heard.

"What should I tell them?"

"I don't know," I said. "Tell them to piss off before they piss me off."

So that is what he did, but not exactly. He told the kid to come over tomorrow at high noon, a nearly subconscious nod to the diminishing reruns of westerns that some of us grew up with three decades ago. I was amused, but still not pleased.

As three kids loitered in front of the house, the primary antagonist still stung by my son's matter-of-fact response and the promise of a new fight time the next day, I asked my son what it was all about.

Turns out, the principal aggressor, who had a head or two of height on my son but no martial arts sparring medals to speak of, was nothing more than a bully. My son explained it all on the quick.

The bully had been harassing a girl at school, a friend of my son's. A few weeks ago, she would have considered herself an online friend of the bully. But his social network conversations with her had recently turned from banter to advances. She wasn't interested. He couldn't take no for an answer.

Apparently, it wasn't enough to keep the rejection to himself. Every time the bully would pass her in the school hallway, he call her a bitch. Every time he gathered with a few friends at lunch, he would whine away about how she was no good. And every time he had a chance, with a glance or sometimes more physical stance, he would squeeze in on her space and make her feel uncomfortable, vulnerable, and afraid.

My son put a stop to it. He called him out. And while he wasn't looking for a fight, he was looking to stop the harassment.

"I think you should leave her alone," he had said. And the bully left her alone, almost immediately.

But like many troubled and tormented youths today, stories tend to spread. Eyewitness accounts are sometimes embellished. And the bully knew that if he let the shutdown stand, his reputation for toughness, despite being propped up by nothing more than fragile fakery, would be at an end.

"There isn't going to be fight tomorrow," I told my son. "There isn't going to be a fight at all."

Since the bully and his friends were still loitering in front of our driveway, I took the opportunity to have a chat with them. I did because I already knew something about bullies that the bullies never count on.

Most of them are cowards, crushed out easily any time you hold a mirror to their faces, exposing them for what they really are under their puffed chests and furrowed brows. I had something to tell him.

Only fearless communication can crush a bully and end abuse.

Bullies, child molesters, and domestic abusers have one thing in common. They hate open and honest communication. It makes them powerless, especially because they draw their strength from secrets.

They, people allegedly like Arthur "Jerry" Sandusky from the Penn State scandal, count on any victims and occasional witnesses to cover up the destruction in a shroud of silence, leaving their misdeeds to be shared with the unfortunate few who empower them out of fear, ignorance, or lack of character.

I'm not the only one who knows it too. Half a world away in Australia, Kristin Brumm is organizing a global online event to bring awareness to domestic violence. It's called Speak Out, named after her decision to come forward and put an end to her own abusive relationship. She was lucky.

She didn't have a champion like my son. She didn't even have a witness like the one that Mike McQueary could have been. She only had herself; and frankly, she is remarkably fortunate to have found such courage even if she was unfortunate enough to find it too late and at a price too high.

Today, Brumm struggles each day to make up for her silence. She does it in a way that requires an equal measure of courage. She is helping others by asking bloggers to speak out about abuse on November 18. I'm ahead of the curve, only because I would like you to consider speaking out too.

They way I see it, the whole lot of them fall in together: teenage bullies, child molesters, and domestic abusers. All of them prey on people, trying to make themselves feel big by trying to make others feel helpless. But the truth is that none of them, whether they use physical or psychological abuse, has any more power than they are afforded. Take away their secrets and they crumble when someone calls them out.

What I told the neighborhood bully, suspending his reign. 

I didn't have to say much when I went outside, commanding him and his friends to stay off my property. I told them that there wasn't going to be a fight, not because my son wasn't ready but because I wasn't going to allow it. (Given my son possesses a second degree black belt, it would have hardly been fair.)

"My son isn't afraid to fight you, but I won't allow it," I said. "But you need to know that he would whip the shit out of you if I did allow it. So you might want to move along before I change my mind."

The kid shrugged, so I pressed.

"There isn't going to be a fight today, or tomorrow. And I'll call the cops the next time I see you here," I said, as they finally turned and started to walk away. "Am I clear? Because I can't hear you."

The kid paused for a second before burping out a timid and barely audible "Yes, sir."

But then something else happened. Much like the apparent pain caused by the initial shutdown a few days before, he recoiled as he faced is own embarrassment.

"Tell your son to mind his own business next time," he spat.

"What? No, I will not," I said. "He did the right thing. So maybe what you need to do is go home, wipe your nose, and learn how to be a man, without bullying girls. Yeah, he told me what you did. You're a punk. And I'm glad he stopped you."

He shoulders sank as he sulked away. But even more telling was how his friends reacted. When I had wandered outside, they looked to be as tight as thieves. As they turned the corner, they were frayed. His friends were obviously unaware that they had turned out to support someone who bullies girls.

The bully, I'm told, gives both the girl and my son a fairly wide berth at school. We can only hope the lessons go further than protecting the pair of them. I think it will, as long as people shut bullying down.

And therein lies the lesson. As one of my friends said when I mentioned it on Facebook a few days ago: Teaching our kids to be bully proof isn't enough. We have to teach them to stand up to it. He's right. All too often, bullies will grow up to be tomorrow's domestic abusers or child predators.

There is only one remedy. Speak out. Stand up. And shut them down. Do it today.

Applying Ethics: Penn State Is Not A PR Story

Bill Sledzik is right. The Penn State scandal is not really a public relations case study. It can't be "fixed." The only thing left to do is continue to cooperate with transparency and suggest remedies to minimize such atrocities from happening again.

Attorney General Linda Kelly described it precisely: "This is a case about a sexual predator who used his position within the university and community to repeatedly prey on young boys. It is also a case of high-ranking university officials who allegedly failed to report the sexual assault of a young boy after the information was brought to their attention, and later made false statements to a grand jury that was investigating a series of assaults on young boys."

Any potential for this case to remain within the sphere of public relations ended in 2002. And even then, the only thing that could be done would have been to advise that the incident be immediately brought to the attention of the police regardless of potential public relations fallout. That was almost 10 years ago.

There are two worthwhile discussion points: understanding ethics and bystander psychology. 

Neither Mike McQuery, who witnessed the child rape firsthand, nor head football coach Joe Paterno should have been satisfied with the decisions reportedly made by then athletic director Tim Curley or senior vice president for finance and business Gary Schulz (who also oversaw campus police).

The ethical course for McQuery is clear. He should have intervened. Or if he felt the intervention put his life at risk, he should have immediately called the police. Instead, he reportedly turned to an authority figure, his father, and subsequently Paterno. While the behavior is understandable from a psychological viewpoint, it doesn't make it right. Personal, moral, and ethical responsibility cannot be so simply surrendered by a bystander to higher authorities, even at the risk of an early career.

Likewise, the same applies to Paterno. Once it was brought to his attention, there ought to have been no question of how to proceed. While notifying Curley and indirectly Schulz of the situation would have been acceptable, the only personal, moral, and ethical course would be to report the incident to police or insist that Curley and Schulz do so.

They did not. Instead, Curley and Schulz made the wrong decision when it was brought to their attention, apparently to keep the incident from going public while trying to distance the school from future liability in the event Arthur "Jerry" Sandusky was caught again. Eventually, when the incident surfaced during testimony, concern for public exposure quickly turned to protecting themselves from criminal liability, as it often does.

If the crime did not involve the public safety of a victim (such as lying to the media about something more trivial), then the appropriate course of action could have been to confront the wrongdoer and give them an opportunity to come forward and correct their mistake (and reporting it only if they are unwilling to do so). But any time there is an immediate threat to the public safety of one or more people, there is no obligation to grant the wrongdoer any such courtesy. You stop it. You report it.

What public relations professionals need to know about the Penn State scandal.

It is not uncommon for public relations professionals, especially those in the early stages of their careers, to be asked to lie, spin, or exaggerate on behalf of companies. And, more commonly, some will attempt to exempt themselves from responsibility after passing information to an authority figure. Don't do it.

If this case can teach students anything, it is that attempting to cover up an atrocity (regardless of size) doesn't protect anyone. It only makes everyone who knows liable for a lifetime and anyone who doesn't know another potential victim. And yes, once you know, the suffering of those victims falls squarely on your shoulders, as rightly conveyed by Attorney General Kelly.

"The failure of top university officials to act on reports of Sandusky's alleged sexual misconduct, even after it was reported to them in graphic detail by an eyewitness, allowed the predator to walk free for years - continuing to target new victims," Kelly said. "Equally disturbing is the lack of action and apparent lack of concern among those same officials, and others who received information about this case, who either avoided asking difficult questions or chose to look the other way."

Partial source: grand jury presentment, Pennsylvania Office of the Attorney General.

Honoring Veterans: Veterans Day

Every year, the United States honors all of the men and women who have served in the Armed Forces. And every year, me and my team have had the honor of participating in unique and memorable ways.

This year will be a bit different, more personal. But the importance of the day is no less significant on a larger scale. And in thinking of what to share to convey the point, I came across a letter written by Sergeant Joseph Morrissey in 1969.

His words, I think, best convey the sentiment of the average Joe or Jane who serves at home or far away countries, in peace and war. It reminds me, and I hope you too, that in service and sacrifice, we are often compelled to do what is best for our country even when what needs to be done runs opposite of our beliefs.

Hello Brother, 

How are you treating life these days? Have you gotten a grip on those Merrimack students yet?

This place is sort of getting to me. I've been seeing too many guys get messed up, and I still can't understand it. It's not that I can't understand this war. It's just that I can't understand war period. 

If you do not get to go to that big peace demonstration in October, I hope you do protest against the war or sing for peace — I would. I just can't believe half the shit I've seen over here so far. 

Do you know if there's anything wrong at home? I haven't heard from anyone in about two weeks, and normally I get 10 letters a week. you mentioned in your letters that you haven't heard from them for a while either. I couldn't take sitting over in this place if I thought there was anything wrong at home.

Well, brother, I hope you can get to your students and start them thinking about life. Have you tried any marijuana lectures lately? I know they dig that current stuff.

I gotta go now. Stay loose, Paul, and sing a simple song of freedom and I'll be seeing you come summer.

Joe, October 1969

The most recognized Veterans Day national ceremony is held each year on Nov. 11 at Arlington National Cemetery. This ceremony commences at 11 a.m. with a wreath laying at the Tomb of the Unknowns. It then continues in the Memorial Amphitheater with a parse of colors presented by veterans' organizations and remarks from dignitaries.

In addition to the Veterans Day services held at Arlington, there are several sites that host regional services. These services may be found on a page maintained by the United States Department of Veterans Affairs. For states that do not have a regional event listed, please check with your local government.

For the rest of the world, many countries will celebrate Nov. 11 as Armistice Day or Remembrance Day, a date that commemorates the armistice that ended World War I. Good night and good luck.

Talking About Brands: It Happens Offline

As much as social media has become a powerful component of information and marketing, it still represents only a fraction of word-of-mouth marketing. According to a new study in the United Kingdom, as many as 94 percent of conversations about various brands take place offline, face to face.

The new study, released by Keller Fay's TalkTrack Britain study, an ongoing research program that tracks word of mouth in the UK on a continual basis, found that face-to-face conversations outstrip social media media conversations by a wide margin.

In fact, the study found that the largest conversation motivator is what many social media professionals claim doesn't work anymore — advertising. Right. Almost half of all offline conversations reference media and marketing, with one in five of those conversations referencing traditional advertising.

Business is not as unusual as people think. 

The study isn't exclusive to the United Kingdom. The Keller Group conducts a similar study in the U.S.

Even some of the largest brands know social media is powerful but tends to over inflate its own importance. For example, when Keller Fay looked closer at a list of the most engaging brands on Facebook, it found that the numbers behind the numbers tell the real story in the United States.

Of Coca-Cola's 34 million fans, only 56,000 are active (0.2 percent of the total). Disney's engagement is .03 percent; Starbucks, often lauded as a social media leader, is 1.3 percent; and McDonald's doesn't register (only about 3,900 fans can be considered active). Compared to offline engagement, these numbers represent a relatively small percentage of active consumers.

For example, Keller Fay Group notes that Coca-Cola enjoys 880 million offline conversations during an average month, including 442 million active recommendations to buy or try Coke. Disney enjoys 125 million offline conversations. And Starbucks, approximately 119 million conversations.

Compare these numbers to actively engaged fans on social networks, and offline word of mouth outweighs online conversations by a large margin. And the concept that one-to-many broadcasting is ineffective in today's marketplace is one of the largest overreaching statements that can be made.

And programmers that attempt to measure online influence, engagement, and sentiment are often missing the point and misleading companies. Social media doesn't exist in a vacuum, but is better described as one or several touch points as part of a much bigger integrated communication plan.

Social media has several possible functions, all of which reinforce bigger campaigns. 

The Keller Fay Group has consistently positioned itself against the grain by claiming that all media is social. It's an unpopular position that we shared almost four years ago, underscored by the idea that all great advertising is a direct conversation with the consumer.

Modified, we might even suggest that all great communication — media, marketing, advertising, or original online content — not only talks to the consumer but can also spark of conversations between consumers. Apple is one of the most pre-eminent marketers in this arena.

It manages to be the second most talked about brand in the United States and third most talked about brand in the United Kingdom. And it captures this position without a formal social media program.

But all this is not to say social media is a dead end. On the contrary, many companies are relatively dysfunctional in their approaches to social media, attempting to prompt people to artificially have conversations about a brand and considering such forced conversations some semblance of success.

The problem is people are not miniature broadcast stations. They don't talk in marketing messages. They don't categorize conversations under brand names. They don't consider how algorithms might read sentiment. Do you know what they do? We do. But we'll save all that for next week.

Targeting Attitude: Trends In Marketing

While most online attention has been skewed toward "influence," offline attention is beginning to consider attitude as a much more significant measure. It makes sense. Attitude, more than many demographic data and certainly more than online activity, can make or break a potential client.

Affinity AMS/Experian Simmons recently conducted a study that found most consumer opinions about the U.S. economy are mixed. Almost 32 percent expect economic conditions to get worse over the next 12 months and 38 percent foresee no significant change in the economic health of the country over the same period.

The suggested theory by AMS/Experian Simmons is that the smaller group — those who are optimistic about the economy — is more likely to be in the market to make certain purchases. Those who are pessimistic are not.

There is some truth to the thinking. Anyone who works for B2B businesses knows that their best clients tend to be more optimistic about the future (regardless of the economy). It's the reason they make purchases ahead of their growth curves, stock greater amounts of inventory, and ramp up marketing campaigns. Those who are pessimistic are more inclined to be overly cautious, even adversarial.

Some interesting findings from the AMS/Experian Simmons study. 

AMS/Experian Simmons researchers went deeper into the data, organizing print and digital magazine subscribers by publications and they found that the readers of certain magazines tend to be more optimistic than others.

Specifically, among website readers, Bridal Guide (55 percent), Harvard Business Reviews (49 percent), Dwell (48 percent), Outside (46 percent), Bicycling (46 percent), and Parenting (46 percent) all scored higher in optimism. Among print, Essence (50 percent), Ebony (46 percent), Jet (44 percent), Elle Decor (43 percent), New York Magazine (39 percent), and Men's Journal (39 percent) all scored higher.

To be clear, with the exception of Bridal Guide, optimism is generally not a majority. However, in comparing this data to the greater population, readers of these magazines (online or off) are beating the national average. And that may very well be significant.

The AMS/Experian Simmons study also broke out magazine subscribers in other ways too. For example, when they asked respondents whether they feel financially secure, Barron's (print), Bicycling (web), Wine Spectator (mobile), and Conde Nast Traveler (social networks) rose to the top of the list. When asked if they teach their children to be safe with money, Parenting (print), The Family Handyman (web), Country Light (mobile), and Cooking Light (social networks) rose to the top. And finally, when asked if they are good at managing money, Architectural Digest (print), Dwell (web), Kiplinger's (mobile), and Conde Nast Traveler (social networks) ranked higher than others.

Human traits and attitudes are becoming more important to marketers. 

Currently, most social media measures are designed to measure volume and mass as the two more important qualifiers of success. However, volume and mass may be the least important measures if marketers are reaching people who feel insecure about their own positions.

For example, with exception of those who have an expressed need, a car manufacturer whose message reaches an economic pessimist might as well be a wasted impression. After all, people who are pessimistic about the economy are less likely to purchase a car, especially a new one.

That doesn't necessarily mean that all of those impressions are lost, depending on the message. Car dealers convincing people that they would save money by exchanging for a lower lease, trading in a car for a lower interest rate, or stressing gas pump savings might win over some pessimists.

The point here isn't to ignore pessimistic consumers, but to get back to the businesses of matching better messages that communicate to the needs of specific consumers. Doing so removes the random mass approach and realigns sales to niche — specifically qualifying leads as opposed to assuming everyone is qualified. More importantly, it distinguishes qualified leads because even those with the same household income may have very different conclusions about any purchase based on their attitudes.

While I did not see the study published on its site, AMS has several interesting studies available. It tracks about 175 magazine brands that garner the dominant share of the marketplace.

Grabbing Attention: Spontaneous Combustion

Social media is having a dramatic impact on advertising. And sometimes its influence we could all do without. The newest online video for global climate change is the perfect example. The advertisement was created as a pro bono spot by a New York advertising agency.

The commercial has a lot going for it. It has attention-grabbing special effects. It has a reasonably clever tagline. And, on creative merit alone, it kind of works.

But it doesn't work. 

The commercial is simple enough, showing a man in a business suit, screaming into his cell phone about how he doesn't care about the environment. And slowly, as the spot evolves, he begins to smoke and catch fire until he suffers a fate right out of the paranormal playbook — spontaneous combustion.

Okay, most people will get it. The point of the spot is to target and vilify people who have doubts about global warming and climate change, playing off the pun of "liar, liar, pants on fire."



When considering how to create real positive change in the world, clever doesn't always get the job done. Sure, from a social media perspective, it has some ingredients people chase after. But let's think about what it doesn't have.

• It's a shout down, aiming to vilify as opposed to providing tangible solutions.
• It's political, designed to separate people on a specific point instead of working together.
• It's sharable, but only among people who already believe in climate change.
• It's the wrong message, because climate change doesn't only impact people who don't believe in it.
• It's very much a sleight-of-hand game, driving people to something other than an environmental group.

The spot detracts from environmental groups.

The benefactor of this spot is the William J. Clinton Foundation. The goal of the foundation is to develop sustainable businesses in Rwanda, provide meals to children in Colombia, and spread a unique model of philanthropy around the world. None of those things is bad. They are admirable. And the foundation has made progress in several areas around the world.

Climate change is a very small part of what the organization does, with its emphasis on creating initiatives that lower carbon emissions in some cities. It does not link to the Global Climate Change Initiative, as some have reported. It links to a foundation that links specific businesses to government municipalities. It helps find funding for business partners entering green energy. It provides MRV and project development to deforestation.

There is nothing wrong with any of that per se (with some exceptions that I won't address today). The foundation has done some solid work. And I expect it will continue to do so. At the same time, I cannot help but wonder whether there are better places to support and help fund climate change organizations.

The social impact on advertising detracts. 

The most powerful spot ever created with an environmental message was, without question, the crying Indian for Keep America Beautiful. (And the best non-advertisement was The Lorax.)

When you compare the crying Indian to the combustible spot, it provides a powerful contrast between advertising yesterday and advertising today. The reason the crying Indian spot worked was because it didn't vilify anyone, but showed us something about ourselves that we were ignoring and reminded us that we had a choice. It brought people together. And it didn't even need cleverness to be powerful.

Making a better climate change commercial. 

Politicizing advertising for the benefit of social media sharing sucks. Imagine how much more powerful the advertisement would have been showing us a future world where global warming had an impact, like a kid looking at a Judge Dredd city from across a barren wasteland.

The spot could then circle around from his point of view, center on his eyes, and tap into his collective memory with a collage of ancestral choices that eventually lead to his great-great grandfather (present day) making an environmental choice. With the present day character making a different choice, we can end on a very different world for the boy who appears in the opening of the spot.

The message would be something that brings people together, that neither climate change advocates nor detractors can argue. That message would have to be centered on the idea that climate change — whether mostly natural or manmade — is an invalid argument.

We all know humans contribute to climate change, and we ought not to waste time arguing about the degree to which we are responsible. If we can cut carbon emissions, be more environmentally aware, and take small actions that add up over millions and billions of people, the world would be a better place for us to live regardless.

Now that's a message more people might agree upon, much like they did when they first saw the crying Indian. Quickly clever special effects laden advertising will possibly get more attention. But there comes a point when you have to ask yourself — what good does exposure to the wrong message really do? Exactly.

Organizing Stories: Writing The Mushy Middle

There are hundreds of articles and blog posts that tell people how to write better. Most of them are pretty good, even if they make the work sound easier than it might be, and are overly reliant on a formula.

I poked around yesterday and found several decent ones (and most of the decent tips aren't in the top ten on search engines, but that's a different story). Here's one for blog posts. Here's one on news releases. Here's one on articles. None of them are wrong; not really. But they are all so very boring, which is probably why writers and would-be writers who apply them never seem to reach their full potential.

Maybe we can look at organizational structure differently.

All in all, stories (which includes all writing) are pretty simple animals. They have a beginning, middle, and end. And many writers, myself included, tend to tell people to think about the lead paragraph (the beginning) and the conclusion (call to action or concluding point) because they are so very important.

Well, we're right. They are so very important. But that is not to say the middle isn't important. And the more I think about it, the middle might be more important than most writers give it credit for, because it can influence the lead paragraph and often dictates if anyone will ever make it to the end.

How to structure the mushy middle and tell a better story. 

Several years ago, I was working on various news releases, articles, and advertising copy for one of the largest art events in the region. So, I was exposed to dozens of artists with different artistic styles.

One of them made these amazing wooden sculptures, animals and people cut into crude wooden branches, stumps, and driftwood. And I remember asking him how he decided what he would make on what seemed like random bits of found wood. He laughed and told me I had it all wrong.

"The wood tells me," he said. "It already knows what it wants to look like."

I think written communication is very much like that. You have to look at the entire context and have some semblance of the organizational structure, especially the middle. Most stories already know the best way they could be told, but most writers don't listen — especially those who force every one of them into the formula. (I suppose it's better than no organizational structure at all, but not really.)

It's also why I decided to call the piece the mushy middle. It's mushy because, just like the wood, it can be carved in any number of different ways. The challenge, however, is to find the best way possible.

Nine common options for writers to experiment with to make the middle work. 


• Chronological. Some stories work better in chronological order. For example, personal narratives and imaginative stories that don't concern themselves with topical constraints. The telling is as important as the content and context. Information stories are sometimes written chronologically too, especially if the writer is asking someone to do something step by step.

• Reverse Chronological. Some stories, like biographies for example, frequently work better when they start with the position someone possesses right now, and then work backwards to reveal how the person arrived at that point. Depending on the person, it's not necessarily that cut and dried but reverse chronological is a pretty good start.

• Importance. Even though they don't have to be, most news stories are written using an inverted pyramid style, sharing the most important details up front and then drifting into the remaining details. It provides readers with a big picture before adding details that might be important to the story. It works, but many writers struggle with it because they sometimes pick the wrong details to keep people reading.

• Reverse Importance. Features articles sometimes do the opposite. They might lead off with a fine detail or event before breaking into another structure, including some of those that follow. It works best when one of those fine details is something that people can relate to or feel immediately empathetic about like the example of one homeless man before breaking into a story about homeless people.

• Topical/Classification. Stories that want to share large amounts of information, like a company website or children's book (all about dogs), are generally arranged in a topical format. And while this isn't always the case, most topical structures have a pattern that flows from one point to the next. The real challenge for most writers is that they have to choose topics that naturally fit together instead of simply trying to cover all the bases.

• Spatial. Although spatial is very similar to topical, the categories are generally thought out in advance and rely on specific characteristics. A very obvious example might include motor vehicles or even hotels. Generally, when we read anything about cars, the content is broken up into interior, exterior, and engine. Hotels generally talk about property amenities, room amenities, and nearby attractions.

• Comparison-Contrast. While there are several ways to approach a comparison-contrast story, the most common is to preset various points that the writer wants to highlight while comparing two objects. It's very similar to a topical structure, except the writer might shift back and forth among the two or more objects being compared. Analogies also tend to use comparison-contrast for great effect.

• Problem-Solution. Some writers lay the foundation of a story drawing in readers to something they can all relate to, usually something annoying or even tragic, and then offering a solution to avoid the problem. There are millions of classic advertising examples that use this model. Ergo, if you are tired of "this," then maybe it's time to try "this." Personally, I love problem-solution stories that diminish the problem or don't even bother to state the problem because the problem is already understood.

• Relationship. While this structure can be more challenging for some writers, it can be extremely effective in revealing how things might work, especially in areas that involve sociology. I used it the other day to work through a bigger picture on behavior during a down economy, specifically why people might believe home value appreciation delivers a high return despite their negative feelings about the economy. But this style can be more direct too, tying together ecosystems and ancestral trees.

Those are the most common nine, but there are more structures. 

It really doesn't matter what the purpose of the story might be (blogging, advertising, journalistic, fiction, informative). All good stories eventually develop a structure, and some of the best stories develop very complex structures that weave in several smaller ones.

This column might qualify. Obviously, the bigger structure of this piece is problem-solution based. But contained within the obvious structure, you can also find: chronological, importance, topical, and relationship. Its intention is two-fold: it creates a more conversational tone and helps break up the monotony of reading (and writing) the same inverted pyrimid day after day.

It's also one of the bigger picture concepts I'm integrating into Editing & Proofreading Your Work for the University of Nevada, Las Vegas (UNLV) this year. The session is scheduled for Friday afternoon.

Seeking Stability: Consumers

With many economies still struggling to find a foothold toward recovery, Americans are looking for increased stability and security in their lives — even if they have to make it up. One recent study conducted by Zillow discovered that as many as 42 percent of prospective home buyers believe that homes typically appreciate by seven percent a year.

Historically, home values in a normal market appreciate by 2-5 percent a year. And during the last five years, home prices have been extremely volatile with many homeowners having upside-down mortgages, owing more on the house than its current valuation.

Zillow uncovers where homebuyers are confused. 

• 41 percent think they are required to buy private mortgage insurance (PMI) regardless of their down payment. PMI is typically required only when buyers put down less than 20 percent.

• 56 percent confuse appraisals and inspections, with most believing that appraisals determine whether or not a home is in good condition.

• 37 percent believe that homeowner's insurance is optional and do not budget it into their monthly payments. In reality, lenders require that borrowers purchase homeowner's insurance that protects the lender more than the home buyer.

"It's troubling that we're still in the midst of one of the worst housing recessions in history," said Dr. Stan Humphries, chief economist at Zillow. "And yet, prospective buyers continue to have such high expectations for home value appreciation."

Upbeat about home appreciation, but downbeat on the economy.

According to another poll, this one conducted by Harris Interactive, 67 percent of Americans rate the job market as bad in their region of the nation. Only nine percent would rate it as good.

Currently, Southerners seem to be more optimistic (62 percent say the economy is bad) and Westerners less optimistic (74 percent say the economy is bad). When asked what would help increase jobs in the United States, 44 percent said cutting government spending and 40 percent said cutting taxes for Americans.

Only 12 percent believe more government spending would increase jobs. While Harris noted some partisan differences, only 29 percent of Democrats believe that more government spending will increase jobs. Almost 22 percent of respondents said nothing will increase jobs.

Retailers are not convinced there will be an economic recovery either. The Journal of Commerce/PIERS reported that toy imports were cut nine percent, which indicates that retailers are being especially cautious. Most toy imports (82 percent) come from China.

What marketers and employers could do to step up. 

A few weeks ago, we alluded that the best economic recovery could be spurred by a new concept of economy. Customers are looking for more meaningful purchases (quality over quantity) and stable working conditions (protective sentiment). This may require companies to consider strategies that strengthen internal communication (employee morale) and honest, up front communication and customer service (external communication).

The worst moves that companies can make are sweeping changes or over promising and under delivering. Consumers and employees are not in the mood, and their level of frustration is likely to materialize in national protests or public relations nightmares for companies that raise fees or implement sweeping service changes (unless they are truly looking out for the consumer).

Rediscovering Influence: The Butterfly Effect

A few months ago, I was introduced to one of my favorite websites ever. It's a site loaded with ideas.

It represents the best of what the Internet can do. It brings people together — those with great ideas and those who want to see great ideas succeed. They are great ideas. Not all of them; enough of them.

In fact, I reviewed it on Liquid [Hip]. And while Kickstarter wasn't rated because we ran the review as a Good Will pick, I would have rated it a perfect 10. I've only ever done that one other time since we started.

It seems to me that Kickstarter represents the best of what the Internet can do. Almost every day, someone pitches an idea that influences and inspires others to share their story, dream, and project. The artists who submit their side projects are influential, even those who have no presence on the Internet (today).

So are the people who support them. In fact, the people who support these artists are more influential than they will ever know. The project they help fund today can launch a company, a career, a revolution.

The truth is we just don't know. A small change at one place in a nonlinear system can result in large differences at a later state. It's called the butterfly effect, and taken from a greater chaos theory.

The Quest For Tangible Online Influence. 

In much the same way, DonorsChoose is like Kickstarter. It brings people together too.

In this case, teachers submit requests based on the needs of their students. Supporters donate funds, which are then used to purchase the necessary supplies.

One recent example was a teacher who had an idea that he could do a better job teaching his students science and how to grow food if only they could test the soil for optimal growth. Once they had the soil test kits, they would have a better understanding of how to grow plants like tomatoes and squash.

The project was funded. And while there is no way to really know, any number of those students might translate what they learn from this project into lifelong skill sets, inspiring them to become teachers, scientists, agricultural engineers, or maybe something that we can't imagine today — professions that could make their communities, states, or even the world a better place to live.

The Distraction Of Online Vanity. 

The nemesis of both projects, it seems, strikes in the opposite direction. Rajesh Setty wrote a brilliant piece, called 7 Reasons For The Rise Of Mediocrity (hat tip: Valeria Maltoni). In it, he shares how many people obtain attention without any foundation of ability, accomplishment, or credibility.

It seems to me that he is right, even if I might temper my assessment because I believe insight can come from even the least likely of places. But where I agree with Setty is that I'm no longer convinced enough people are seeking insight. They are seeking mediocrity, wrapped in vanity, a distraction.

And if there is any service that delivers this distraction in an overdosed-sized serving, it has to be Klout. I am not going to dwell on Klout too long. Danny Brown has covered recent events already — from the recent embarrassment of people who believed the original scoring system was something more than make believe to one of the greatest abuses of privacy on the Internet.

I tend to take a broader brush approach to the topic, usually filed under perception or popularity. And while neither of those articles are directly about Klout, they may as well be. The entirety and enormity of the system proposed by that company aims to rob people of real influence by catering to their vanity.

As much as I would like to laugh about it, casting Joe Fernandez as Sylvester McMonkey McBean (and maybe I will again some other day), Klout is becoming dangerous. For every article that laughs at it, there are five more than suggest Klout for resumes (Adweek),  Klout for perks and power (Business Grow), and Klout for university grades (Wall Street Journal, about 3 minutes into the video). 

Yes, Scott Galloway, clinical professor of marketing at New York University, threatens students with public humiliation if their Klout scores falter. He says high Klout scores make students winners. In reality, it asks them to disconnect from people that it considers losers, making them the biggest losers of all and everything Andrew Keen said about the future of social media right on the money.

What We Need To Ask About Influence. 

In determining influence in terms of measurable action, we have to ask ourselves whether the action of inventing, investing, donating, creating, inspiring, or producing goes further than the action of liking, sharing, retweeting, and investing time in the primping of a vanity score for a hand full of hair gel.

And then we have to ask ourselves if pursuing those scores does anything beyond distracting us from activities that might do or might produce a tangible outcome — a small change that leads to large differences in a later state. Or, to use the classic theoretical example, we would have to know that a butterfly flapping its wings several weeks ago didn't in fact form a hurricane today, or not. Do something.

Anti-Advertising Campaigns: The Christmas Creep

The Consumerist has decided enough is enough. After years of watching companies and businesses roll back holiday shopping, a phenomenon they call "Christmas Creep," they are launching DIY craft project.

Dubbed the "Christmas Creep," the Consumerist has created an ornamental character to bring what it calls the Christmas Creep to life. The consumer advocacy group suggests consumers print the image and then photograph themselves (with the image) next to any prematurely stocked shelves (and presumably sharing it).*

"It seems that every year retailers put out Christmas decorations earlier and earlier, sometimes in the middle of the summer," said Meghann Marco, executive editor of the Consumerist.com "We've created the 'Christmas Creep' as a device for consumers to stand up to retailers and take back summer, fall and all the holidays with seasons."

We love The Consumerist but Christmas Creep is dangerous.

While the idea is clever and has some merit, one has to wonder if the whole thing might backfire. Even with the ugly little ornament front and center in the photograph, people who share it on social sites could inadvertently promote the display, products, and store.

Worse, it could result in tipping off other retailers that the holidays have started. And since so many retailers get their cues from the time-honored marketing strategy of follow the leader, what is meant as a symbol of admonishment could accidentally become a symbol of start your engines.

The same holds true for the campaign release. In it, The Consumerist promotes Pier 1 with a put down for sending out a July email that prompted people to "Get an early start on Christmas" and preview items before they hit the stores. Along with Pier 1, they also list Sam's Club, Costco, and Nordstorm as early Christmas Creep offenders.

Even those people who agree enough is enough are likely to shake their heads in disgust — until they apply Advertising Rule Number 6: People lie. In this case, they might join a protest for about 30 seconds. And then run to wherever they can find festive decorations on sale.

Despite all good intentions, the road to hell is paved with them.

Don't get me wrong. The Consumerist is right. Thanksgiving and even Halloween are slowly becoming former shadows of themselves as pre-holiday space is already being set aside in some stores. Kids don't even have time to carve pumpkins or make pilgrim cutouts before someone is trying to turn their heads and talk about gifts. But I still can't fault retailers exclusively.

Even some of the commenters on The Consumerist's site expressed a sense of sympathy for the stores. One of them said they had been asked to start collecting holiday supplies for their office party on December 10. And if none of the stores carried decorations early, they would have a hard time of it.

Sadly, there are only five ways to stop stores from promoting the gift-giving season early. 1. Ignore or boycott them outright. 2. Do what The Consumerist asks people not to do (something illegal or damaging), which I can't reccommend. 3. Continue to find sympathetic media outlets and wage a public relations war that could easily be lost to struggling retailers who are just trying to make it to gift giving. 4 and 5. I'm not even going to mention them because someone will probably get right to it.

In other words, I don't think it can be stopped. But on the bright side, if retailers continue to get a jump on the holidays, the whole thing will eventually catch up with itself. In about 10 years, we will be shopping for next year, this year, and nobody will be the wiser. At least, we can all hope.

*Based on the examples, The Consumerist is trying to avoid promoting specific stores. But unless Christmas Creep retailers are outed, then the ornament trolls are not much more than empty action. On the other hand, at least they are trying to do something.

Advertising Everywhere: Can Businesses Help Schools?

A few years ago, I made a joke that advertising was going everywhere — including chalkboards and teacher name tags. But with school districts facing budget cuts, some school districts are starting to sell advertising beyond the common sports scoreboard buy on the football field.

In a recent article by Helmut Schmidt, districts are now selling advertisements on websites or even letting firms wrap ads on wall lockers or put them on floors and walls. One school in Texas even offers up school bus wraps as a source of revenue.

Another school district uses a corporate sponsorship program that brings in $18,000 a year for one school. It paid for scoreboards, theater microphones, and an ATV to haul equipment and injured players.

The positive side of advertising on school assets. 

While some school districts have not earned as much money as they had hoped from experimental advertisements, others have raised an additional $55,000 a year or covered up to half the costs associated with special events. There may be some other opportunities beyond the obvious.

Businesses have grown more impatient with the quality of the students being produced by the educational system, specifically saying that the students do not have even the minimum skill sets to enter the workforce. Although advertising creates an additional incentive, the most obvious solution is to ask the private sector to voluntarily partner with the schools, provided their product or service or message doesn't encourage disruptions or distractions.

Several years ago, I was involved with groups of community leaders within the business sector to help encourage small- and medium-sized businesses to increase business giving on the pretense that a strong community produces a stronger economy, a better educated workforce, and more opportunities.

While the intent was more altruistic in nature, increasing the incentive for businesses to seriously consider schools for partnerships, sponsorships, and even on school grounds advertising could help reduce some costs without asking children to peddle catalog products door to door. Some schools already allow some advertising-related programs, including messages in the back of yearbooks or scoreboards.

But communities, especially those that are supported by larger corporations that could creatively fund science, computer, and robotic classes or associated clubs and after-school programs (areas where education is perceived as weak), could increase revenue with both paid and charitable opportunities for businesses.

The upside for these businesses is three-fold: supporting the community through education, reaching a specific demographic, and investing in students who will eventually become employees, customers, or both. At the same time, it could help put a human face on businesses that many students are not exposed to until well after their college years.

The negative side of advertising on school assets. 

Many people do see the conceptual model differently. Some fear allowing one advertiser means allowing in all of them. Some are adamant that sports fields ought not to look like the minor leagues. And yet others are afraid that some advertisers might convey messages contrary to the position of schools, such as soft drinks and snack foods.

There are even several organizations that have developed anti-commercialism activist groups to stop the proliferation of advertising in schools. Among their complaints are that it promotes materialism, supports coercion, and wasted taxpayer dollars when students are required to watch advertisements.

The group also cites one example where commercially-produced educational material contained biased or incomplete information in 80 percent of the material. Specifically, they felt that such material favored consumption. The group also felt that the advertisements sexualized images.

A few years ago, Coke and Pepsi tried to promote a similar advertising-based concept but were fought by the NEA, the nation's largest teacher's union, which sells its own adveritsing programs. There are several other cases where soft drinks have been blocked, including one in Philadelphia that rejected a $43 million deal for the district several years ago.

Dehumanizing People: How Social Connections Create Elitists

In one of the more interesting studies to come out this week, the Kellogg School of Management at Northwestern University and the University of Chicago Booth School of Business hint at a downside to being an "influencer" online.

Although the study does not cite online connections specifically, but rather social connections in general, it does provide a cross section for human behavior that manifests online. In many cases, the behaviors tracked in relation to the study mirror the behaviors of people who eventually grow massive social connections online, as individuals or in tight-knit groups.

Specifically, the study suggests that socially connected people have an increased tendency to view others as less than human — and even treat them as such. In fact, the study links bullying in school, gang violence, and war detainees being tortured as the negative consequences of strong social connections.

How social connections can eventually lead to disconnection.

Although researchers point out that there are many studies that share the positive aspects of social connections (increased self-esteem, happiness, and even improved physical health), they go on to point out that connectivity satiates the motivation to connect with others and create the perceived distance between "us and them."

In extreme cases, the social connections do not necessarily lead to animosity, but eventually convince participants to believe that they are superior and people outside their circles are inferior. This includes believing that outsiders have diminished mental capacities, sometimes going as far as thinking them to be objects or animals or less than fully developed people.

Does online social connectivity eventually lead to dehumanization?

Unrelated to the study, some people think so. Nathania Johnson touched on it two years ago in telling the story how of George Smith Jr. dealt with a blogger who inappropriately attempted to blackmail Crocs. He warned her away, saying he was better connected.

"He called her a nobody (in his blog, not to her face) because he claims to be so connected that he knows who the big bloggers in his space are. (He later 'clarified that she was only a nobody as a blogger ..." — Nathania Johnson, When Bloggers Attack

Ike Pigott created a near-perfect analogy in his post The Internet Is A Kennel, which retold how social connections can elevate someone to become a "chosen one" with propped up minions who will defend their idols to the death, often without even understanding the disagreement or conflict.

"I was pilloried by several people for daring to question the value of the Almighty Robert Scoble. I was asked why I think I am better than he is, and I was questioned about why anyone would bother following me." — Ike Pigott, The Internet Is A Kennel

Geoff Livingston once wrote that he found the A-List to be a condition of society's general values. And that while he understands that may be inevitable, it is not for him. He tends to avoid the ladder toward "elite hood," even at his own "ranking" detriment.

"Some A Listers follow formulas, sharing and content mechanisms to achieve their best practices. The Karaoke Show is on all of them. And they are rewarded for it with popularity and, in some cases, financially." — Geoff Livingston, When Social Media Rewards The Mindless And The Elite

Professionals are not the only ones who are sharpening sticks online. For all the altercations that have occurred on the Web between two or more people attempting to "out follower" each other in power, kids are learning from the behavior of adults. Nearly three in four teenagers say they have been bullied online, usually under the same conditions that professionals allow to play out.

But bullying isn't the only anecdotal evidence of a dehumanizing effect caused by social connections online. With more and more regularity, people who consider themselves A List material are dropping "followers," cutting "friends," and ignoring commenters who do not meet a certain rank, score, or inclusion on a list. In fact, some scoring systems reward them for dismissing the "under class."

The Study: Social Connection Enables Dehumanization. 

Beyond the most extreme cases of violence and inhumane treatment, the research suggests that more varied and subtle consequences are commonplace. It may include harassment in the workplace to overly aggressive fans at a sporting events.

"Any factor that creates disconnection from others, such as power, socioeconomic status or anonymity, may therefore enable dehumanization by disengaging people from the minds of others," the researchers concluded. "The present research suggests that social connection is one such factor that can increase disengagement with the minds of those more distant others, leading to a failure to see people as they really are."

Of course, this is not to suggest everyone is susceptible to allowing their elite status to make them feel superior over their minions and masses of followers. Many A Listers do not adopt anti-social behaviors such as those mentioned above (dehumanization or disengagement) as they begin to believe in their own celebrity. And, there are some very smart people like Arik Hanson who caution professionals away from systems that aggravate the problem by dividing and ranking people.

The study included four experiments. Researchers found that participants who were thinking about a person close to him or her were more likely to dehumanize other people. In extreme cases, they justified treating others like animals. The study was published in the Journal of Experimental Social Psychology.

Integrating Communication: Ogilvy & Mather Study

The latest results from a new Ogilvy-ChatThreads study seems very promising for social media. The study found that social content can significantly increase spending and consumption among consumers. 

• Social content increases the likelihood of spending and consumption by two to seven times. 

• Social content is more pervasive when combined with public relations, television, or out of home. 

• Social content is most effective in shifting brand perception during a short seven-day period. 

"Much of the work to date has looked at direct channel impacts; for example, do direct clicks from a social media site result in sales?" says Irfan Kamal, senior vice president of digital/social, Ogilvy. "We found that in the real world, social content exposure by itself, and more  broadly when combined with other types of media exposure, is linked with two to seven times higher likelihood of consumption and actual spending increases."

The study captured detailed touch point data in the moment from the consumer's point of view. They also were able to track day-to-day brand exposures and assess the complex interaction with various media and marketing efforts. The study was primarily conducted using restaurant consumers. 

Not all of the study findings were especially positive for social media. 

The data revealed that only 24 percent of the study group reported exposure to social content. The study group reported a 69 percent exposure rate for television. The discrepancy is easy enough to understand. 

Social content is an extremely active and nonlinear space, with most people flipping content at a expedient pace. While television is evolving, it is still a relatively singular and passive activity that demands more attention. People are willing to become lost in a show. They are less likely to be lost in one activity online.

Ogilvy is headed in the right direction with integrated communication. 

I've long held that social media does not exist in a vacuum. When shaping brand perception and making purchasing decisions, they might consciously and subconsciously consider multiple exposures — a recent advertisement, a recent article or news story, word-of-mouth from friends offline, social media, etc.

Ideally, the best marketing strategies create multiple exposure points (advertising, speaking engagements, etc.) that directly or indirectly prompt consumers to look for more information online. And when they look online, they find a well-maintained, engaging (but not sales driven) presence on the social network of their choice. 

And if they don't? Then your television commercial might have made them think about ordering a pizza — but the order will be placed with your competitor. So maybe it's time to quit thinking in terms of milk or cookies when most people agree milk and cookies is more effective. 

Guessing At Authenticity: 3 Tips For Better Reputations

After reading Jennifer Leggio's Forbes article "The Battle For Social Media Authenticity," one might wonder whether it is possible for brands (companies) to be authentic. It's a good question to ponder. They mostly can't.

This holds doubly true for the most dubious of brands — solo practitioners — people who spend all day developing a personal brand with surgical precision. From the clothes they wear to what they share, everything is orchestrated to create a persona that appeals to their tribe (a social media term meant to replace "audience" because it sounded so mass media). But the polish ought to be the tip off too.

How can you be authentic if everything is premeditated?

If authenticity is used to describe real people behind a content marketing program, then how can the program resolve its intent to drive sales and or engage people? That is, after all, the priority of most marketers online. In fact, according to the B2B Marketing Trends 2011 Survey, about 82 percent of marketers want to increase engagement* and 55 percent want to drive sales.

The irony is that if the primary objective is sales, searches, and shares, then the program is already one off authenticity. The objective alone tells the story. The intent isn't about the customer or prospect, it's about the company and the content strategist.

How To Flip The Content Funnel For More Sales And Engagement. 

There has been considerable pressure over the years for social media to prove its merit. In most cases, marketers and public relations practitioners have leaned toward visibility measurements to prove their mettle: number of followers, website hits, search rankings, etc. They also mistake engagement for shareability (or the number of times someone else shares content), which also lends to those scores.

All of those metrics can be useful. But focusing on these metrics does not bode well for anyone concerned with authenticity and reputation. Consider point 13 on 15 Ways To Avoid Bad Online Reviews for example. It suggests creating a nest of brand evangelists that "you can count on when a sticky situation arises."

Can you imagine how this might play out in a physical location like a restaurant? It would feel much more awkward than it does online: One customer complains that there is a fly in their soup so 15 other patrons pounce on them to say their soup is fine. Maybe some will even accuse the complainer that the flies came in with her or him.

There is a better way and none of it needs to be contrived. You don't have to develop a social media program that elevates shares and sales as primary objectives because shares and sales work better as outcomes. The better objective ought to be severing prospects and/or customers.

1. Rather than using tactics to drive traffic, develop content that benefits an audience.

Companies that develop content that benefits or is interesting to an audience generally perform better than those that use social media to sell products and services. They outperform by earning a smaller audience's trust over the long term, which indirectly increases real engagement and sales.

It's not much different than the products or services themselves. Companies that develop better, innovative products or services earn sales. Companies that cater to specific online audiences — beyond news about the company — attract a larger audience.

2. Rather than ask social media spokespeople to be actors, ask them to be themselves. 

There is nothing wrong with having a company account that shares content, specials, and company news. But there is more to managing a social network account than broadcasting the latest marketing message with a few jokes interspersed between the daily deals.

Authenticity is a trait exhibited by individuals, not companies. And in order to be authentic, employees need to have the freedom to be themselves more than a sales agent. After all, social networks are more akin to walking a convention room floor than a television channel. If your product or service doesn't meet the prospect's needs, let your employees tell them who might be the better fit.

3. Rather than play at reciprocity, consider your audience every step of the way.

Toss out all the rules and tips and tricks related to sharing. Sure, there are some surface benefits to sharing information at a rate of about 10 to 1 (ten links from others for every one link of yours) and people who tend to share (and follow) tend to share (and follow) back.

However, those surface tactics designed to make someone or something more popular don't further a well-defined strategy designed to benefit prospects and customers. Every shared link ought to benefit those who might be receiving the link rather than benefiting the account sharing the link.

How those three tips will improve your and your company's online reputation. 

All three of these tips can be summed up quite easily. Make it about them instead of you or your company's social media tactics.

While doing so won't make your company authentic, it will go a long way in helping it establish a better reputation. It will also help you too, assuming people know the names behind the brand. Authenticity is demonstrated, not stated. And over the long term, it will always win out over something that is shallow and contrived like Ragu did. Make it about them, not you.

Passing On Success: U.S. Wins Gold; U.S. Media Snoozed

Scanning the major media headlines this week, one might assume that the United States is dead in the water. The economy is a train wreck. The national debt is out of control. The space program is all but shelved.

You have to turn all the way to the sports section to see a different story, page two for some publications. The United States team won the gold medal at the world gymnastics championships on Tuesday. It is the team's first world title since a 2007 meet in Stuttgart. And, the team did it after losing one of their top members.

Twenty years ago, this would have have been front page news for days and weeks. This year, it took hours before  many news outlets even knew they ought to be covering it. Some ran it as a sports headline only. And a few more, despite the story staring them in the face, spun a negative headline.

Slate: The United States women's gymnastics team keeps winning gold, but at what cost to the athletes?

Seriously? Electronic outlets were even worse. On America Online, for example, it featured 23 headlines. Not one of them mentioned the U.S. win. Neither did any of the 36 headlines on Yahoo. The Huffington Post ran a story, but it was nowhere near the front page with several dozen others featured instead. In fact, the publication is too busy taking on evil corporate types who make a living off people who don't get fair wages — the irony.

What ran instead? Stories like the Corrupt History Of The Corporate Person, More Bad News For Anthony Weiner, and my personal favorite, Selena Gomez Rocks Glitter Short Shorts On The Carpet.

News Flash: U.S. Women Win World Title At 2011 World Championships.

These women represent some of the brightest, most focused, and dedicated athletes in the world. They represent physical preparedness and, especially important in gymnastics, the mental aptitude to win.

You can learn more about the gold win on the USA Gymnastics site. The men's team didn't do bad either. They brought home the bronze. Some media outlets covered it as a negative, but it's the first team medal for the men's team in eight years. They will certainly be contenders at the next Olympics.

I understand some of it, especially for media outlets in a digital space. According to Alexa, Yahoo's top regional traffic rank is in Taiwan, Hong Kong, Iran, and Nigeria. For The Huffington Post, it's the United States, along with Canada, Pakistan, and South Korea. And anymore, about 30 percent of AOL visitors live in the United Kingdom, Germany, Egypt, and Indonesia. There's nothing wrong with any of it.

In fact, along with the U.S., CNN is heavily viewed in Canada, Nigeria, and Mexico. Fox's top three include Argentina, United States, and Thailand. MSN is popular in Columbia, Mexico, and Belgium. (Please note: this does not mean that U.S. media isn't read by Americans. They rank high here too.)

Again, there is nothing wrong with any of it. You cannot secure a top Alexa rank with one country dominating visits. In fact, this oddball occurrence is one of the reasons the infamous 300,000 rank on Alexa test (for blogger outreach programs) is one of the biggest lies in social media and public relations circles. You have to look deeper if you are trying to reach a specific audience or region.

But that PR point is best saved for another time. The point for this post is that digital outlets are global outlets, and do not necessarily represent American interests, even if they cover American news. This is equally relevant for other countries too. You have to look beyond global rank, and even that is not perfect.

Two Possible Takeaways From The U.S. Gold Win Missed By Media. 

The United States media is becoming packed with Debbie Downers because negative headlines attract more eyeballs than positive headlines. (Ironically, blogs generally perform better with positive slants.) 

This isn't new. But what might be new is that the media isn't looking very hard for good news. And sometimes, it ignores it because a healthy percentage of their readers don't want to read about American success stories. (Much like Americans, in general, don't want to read about Iranian success stories.) 

Then again, maybe it is unique to this country. The United Kingdom's media outlets didn't underplay their star performers. Their women's team finished fifth and their media outlets covered it front and center, much faster and much more positively. Good for them. I think that is great.

But it does makes me wonder. What is the psychological impact of a country that punishes itself daily?