As Social Media reaches new heights as an important marketing component for organizations and corporations, it is important for them to remember that Social Media offers different values other than targeting brand messaging to various demographics. In a day and age when individuals tweet about the death of Michael Jackson before the actual media picks up on the story, organizations and corporations can use this fast moving medium to their advantage in the case of a crisis. A Crisis Communications plan is a quintessential aspect of any marketing department and Social Media can be used as the first line of defense to dispel any misinformation prior to the media picking up on a story and distorting the facts (something they do well nowadays.) The use of Facebook and Twitter in a crisis situation was used brilliantly by Charleston Yeager International Airport in West Virginia after an aborted take-off of a US Airways flight back in January.
You can read more about the story here. The article gives excellent insight in how vital Social Media can be to an organization such as an Airport during a crisis:
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For more information on how Social Media can impact your company’s Crisis Communication plan, check out this excellent article from PRSA:
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I’d love to hear your feedback–what examples of Crisis Communications via social media have you encountered?

How does one capture the essence of Social Fresh in a single blog post? I’m not sure it’s possible, so in order to avoid a potential case of writers block, I’ll keep it simple and restrict my subject material to the ‘aha’ moments that resonated with me the most.

Passion/ Inspiration

Speaker: Spike Jones from Brains on Fire: Word of Mouth Marketing

The theme of Spike’s presentation centered on his belief that people tend to get too caught up in the tools and tactics surrounding social media. He pointed out that 90% of WOM happens offline, so we, in turn, need to begin our efforts offline. Our focus should begin with people. Spike spoke of the power of a movement, as opposed to a campaign. Consider the power of harnessing the passion of a group of people, rather than merely focusing on pushing out campaign after campaign. Movements are centered around belief systems, kindred spirits, and even love, while campaigns fixate on target markets and penetration. As Spike phrased it, movements, by definition, have powerful identities because intrinsically, ‘everyone wants to be part of something bigger than themselves.’

Spike backed up his words with some hard-hitting case studies, and focused particularly on ‘the Fiskateers’, a movement generated by Brains on Fire for the crafts division of Fiskars Brands, Inc. Fiskars called upon the agency to help them overcome customer brand loyalty issues, and Brains on Fire responded by designating four women to represent Fiskars as brand ambassadors. After a thorough training session at Fiskars headquarters, the newly appointed Fiskateers returned home and proceeded to spread the brand’s message, visit storeowners, and build communities.

The results were nothing short of astonishing: the Fiskateers movement caused a 39% increase in online visits, a 600% increase in online mentions, and an overall 500% return on value. Further, the group generates 13 new product ideas a month and creates their own marketing and PR initiatives. To date, there are over 5,400 active Fiskateers.

The most striking element of the Brains on Fire case studies was the way in which these communities developed a life of their own. Granted, the agency planted the seeds by creating and implementing the concepts; but the communities grew organically through good old-fashioned word of mouth and passionate brand advocacy.

I think it’s safe to say that Spike had us all at ‘Everything you’ve heard today is complete and total crap…unless you have a strategy behind it.” And marketing strategies begin and end with people, not tools.

Execution/Implementation

Speaker: Maggie Fox: The Art and Science of Scaling Social Media

Maggie Fox, founder and CEO of Social Media Group out of Canada, coached the crowd on the scientific nature of social media. SMG has developed strategies for major brands including Ford Motor Company and SAP Global Marketing, so Maggie had our full attention. She opened by pointing out that experimentation is a scientific process, and she shared the formula for scaling social media: earned media, amplified by paid media, syndicated through owned channels= scalability. In other words, create remarkable experiences with products or services for digital content production, and scale them through paid media and social platforms.

Throughout the presentation, Maggie reiterated the importance of constantly testing and refining your content. Many people make the mistake of throwing a bunch of content out into the universe and hoping that it sticks. She also communicated the benefits of leveraging user-generated content through social ads or repurposing through various social media channels. This point really hit home with me: why not take full advantage of valuable, credible content about your brand generated by third parties? (To quote Maggie: “You’re a media company–now act like one.”) In doing so, you can reignite/repurpose conversations and maintain a diversified mix of content. For greater impact, you can direct your audience to user-generated material through social and PPC ads. This practice also addresses cost issues in that you’re not constantly starting over.

Maggie urged us to stop wasting time and energy on short-lived campaigns and microsites, and to build our own channels. (As I listened, the adage ‘work smart, not hard’ kept entering my mind.) Conduct audits: where are we? And where is the conversation about us taking place? Find out, pump information about you into your social media ecosystem, and ensure that your audience finds the most credible and holistic picture of your brand/organization.

Last, Maggie touched on the challenge of qualitative measurement in social media–something that machines simply can’t handle. Subsequently, we must appoint people to manage and monitor tonality, semantics, and the natural language of content surrounding our brands. Too often, content is the last thing to be considered, when in fact, the majority of our emphasis should be placed upon it.

Examining ROI

Panel: ROI of Community Building– DJ Waldow (Blue Sky Factory), Amber Naslund (Radian 6), Rich Ullman (Ripple6), & John Andrews (Collective Bias)

This was a session I was eagerly anticipating, and it didn’t disappoint. The ROI of social media is always a hot topic, and we couldn’t have asked for a better panel to tackle it. Here’s a breakdown of the talking points:

- ROI in and of itself is a poor efficiency vehicle. We must distinguish between engagement level vs. hard metrics/leads. Engagement and sales can live together, and as Amber said: engagement begets leads.

- Great point: For years we’ve been cultivating relationships offline– we take clients to dinner; we go on golf outings, etc. We instinctively understand the return on these relationship building practices. Forging online relationships is no different.

- ‘A rising tide lifts all boats.’ It’s in our best interest to support our community/industry as a whole. Case in point: when DJ Waldow recommended one of his competitors to a client, the client was so impressed by the gesture he proceeded to refer business to DJ and spread the word about his generosity.

- Question for the panel: ‘How do you recommend getting others involved (internally) with your company’s social media efforts?’
There are almost always employees within an organization who enjoy participating and contributing above and beyond the call of duty. Take notice of the people within your organization who are writing about your company/industry and be a cheerleader for them. Build your own communities internally.

- Amber Naslund on measurement: some organizations have issues measuring social media because they struggle with measurement in general. Companies need to stop and ask the question: ‘What is the ‘I’ in our ROI?’ Is it dollars? Time? Expertise? Amber’s quote: ‘Give me the ‘I’ and I’ll give you the ‘R’. ROI is only one metric that equates to dollars. (Cue cheering…)

- Don’t start measuring after year 1–get a starting point (ideally at ground zero), define your objectives, then establish a measurement matrix for your social media/community building efforts.

- Align your listening practices with your sales database. For example, one case study reflected a situation in which 60% of the company’s online community was missing from their database.

- On overcoming fear of bad social media commentary (i.e. ‘What if they say something bad about us?’):
If people have something negative to say about your company or brand, they’re going to say it somewhere online, regardless of whether you have a social media presence or not. Further, complaints and negative commentary can be a major driver of ROI because they present a huge opportunity for conversion.

Also worth mentioning: Brian Dresher, Marketing Manager at USA Today, made a great point in reference to ROI during the ‘Branding Social Media’ Panel: the ‘I’ in ROI stands for Investment, Interaction, and Influence, and should be measured accordingly.

I have so much appreciation for speakers and panelists within the social media community who slice through the clutter and address the tough questions. Sofresh delivered on its promise to focus on case studies, instigate quality conversations, and provide inspiration.

To hear more about this conference, make sure to take a look at the video interviews that Jason Peck conducted from SoFresh.

And if you attended Social Fresh Tampa, I’d love to hear your feedback on the sessions and/or speakers. What stood out for you?

Because social media is such a gas, we’d like to pass this special segment onto you for your viewing pleasure. We’d like to thank Saturday Night Live for giving us a great laugh. Enjoy!

I recently had the pleasure of attending the SoCon10 event at Kennesaw State University. Now, I’m itching to share ideas, inspiration, and put what I’ve learned into practice– which assures me that I had a worthwhile experience. Granted, it’s virtually impossible not to be inspired with a line-up of speakers that included Carol Kruse (VP of Global Interactive Marketing for Coke) and Dan Siroker (Founder of Carrotsticks and former Deputy New Media Director for the Obama Presidential Transition).

Here are some highlights from their presentations:

Carol Kruse: Inventing new social media strategies to put your brand on the map

• Social Media Marketing is a tactic and should support brand objectives.
• New media platforms and tools change frequently, and can be very disruptive to a campaign/ strategy. (Case in point: Facebook’s ever-changing guidelines.)
• Use the KISS methodology; just because you can use a particular tool, doesn’t mean you should.
• “Viral” is not a strategy.
• Don’t create extra work for yourself– many make the mistake of continually starting over from zero, rather than building from past efforts.
• Clear any potential legal hurdles within your organization first. Legitimate legal questions will arise, and need to be dealt with prior to rolling out social media initiatives.
• Regarding the question of ROI: within this topic, a double standard of sorts exists. One could ask, ‘What’s the ROI of a billboard? How many cases did the billboard move?’
• Repeat visits to a site, or page drive more brand affinity.
• Each new community is an entirely new market, and should be treated as such– what works for some may not work for others. For example, Bebo is popular in China; Brazil uses Orkut.
• Moderation is key– too many try to be everywhere at once.
• Listen first. Identify where the influencers are– then reach them.
• Create sustainable relationships. The ‘everyone loves a puppy’ analogy: Social media is like a puppy. In the beginning, everyone loves a puppy. They’re cute, cuddly, fun, and new– but then the puppy grows up, and it still needs constant care, exercise, and nurturing. The same is true for social media–it’s work. Social media is like a reality show; it’s 24-7/ 365 days a year.
• Interaction is crucial– when you get people interacting, you no longer have to stimulate every conversation.
• Case studies: Expedition 206. Filming Happiness– three ‘happiness ambassadors’ travel the world to visit all 206 countries where Coca-cola is sold. Their mission: to discover what makes people happy around the world. The ambassadors blog, tweet, and post videos of their adventures for viewers.
• My Coke Rewards: Combines customer loyalty and social media.
• Simple, yet true: fish where the fish are. Do the due diligence to discover where your customers and major influencers are online. And– collect (readers), connect (with your audience), and perfect (your message).
• Optimize the existing functionality that social media platforms offer; don’t try to reinvent the wheel. For example, ‘events’ is a great Facebook tab/category that is fairly underutilized.

Dan Siroker: How to raise $300 million using social media and online tactics

Dan Siroker was a product manager for Google Chrome when Obama came to Google to speak. At the time, he was so moved by Obama’s speech that he decided to move to Washington DC to volunteer for the campaign. Eventually he became the Deputy New Media Director, and handled strategic planning for the administration’s internet and technology use throughout the election. Recently, the administration called upon Dan’s team again– this time to optimize the Clinton/Bush Haiti fundraising campaign. (I think it’s fair to say that Dan is kind of a big deal.)

Here is a breakdown of his presentation:

How data won the Obama election:
Mind-blowing statistics: $656 million was raised for the Obama campaign. $500 million of it was raised online.

Dan’s ‘lessons learned’ throughout his experiences:
• Lesson 1:
  Define success and generate quantifiable success metrics.
  Obama campaign example–metrics involved: website>email signup>raise money
• Lesson 2:
  Question Assumptions
  Add a multivariate touch; experiment. Dan shared variations of splash pages and videos his team used during the election and asked us to vote and attempt to guess which models received the best results. Interestingly, very few of us guessed correctly, which emphasized his point: never assume that one model will be the most effective. Always test.
• Lesson 3:
  Divide and Conquer
  To demonstrate this point, Dan shared additional multivariate examples through various fundraising call to actions he experimented with, such as ‘donate now’, ‘please donate’, ‘why donate’, ‘donate and get a gift’, and ‘contribute’. He asked the audience to vote on which call-to-action we felt was most effective, and once again, the majority of us got it wrong. However, he then pointed out that his team took the testing and step further and divided the results into groups of first time visitors, first time donators, and past donators in order to accurately analyze the call-to-action clicks.
• Lesson 4:
  Take advantage of circumstances
  Here, Dan showed a clip of Sarah Palin’s speech that mocked ‘community organizers’. (Palin’s quote: “I guess a small-town mayor is sort of like a “community organizer,” except that you have actual responsibilities.”) His team immediately leveraged this opportunity by sending out a mass email to enraged Obama supporters, asking them to retaliate by donating at least $100 to the campaign. The email blast raised an additional $10 million in funds for Obama’s campaign, and undoubtedly serves as rock solid argument for taking advantage of circumstances.
• Lesson 5:
  Always be Optimizing
  This one is fairly self-explanatory: always be experimenting; always be optimizing– when it comes to analytics, don’t ’set it and forget it.’

This was my first SoCon experience, and I’ll definitely be returning next year. To sum up, here’s a great video that Amani Channel from Visual Eye Media produced for the event:

For my next post, I’ll discuss highlights from my latest adventure: the Social Fresh conference in Tampa.

15 Things to Consider Before You Dive In:

Businesses are entering the social media space in throes, and with good reason- the opportunity and electricity surrounding it is palpable. However, in their eagerness to join the new media party, many neglect to ask the right questions prior to jumping in. For the purpose of this post, I’ve collected a list of ’social media tips and truisms’ I believe to be helpful not only to folks who are considering taking the plunge, but also for those seeking direction with their existing efforts.

1. Before you take action, ask yourself the following:
   • Why social media? (It seems an obvious question; nevertheless, it’s amazing how many organizations fail to ask it.)
   • Who are you trying to reach? Who is your target audience?
   • Where is the said audience congregating online?
   • What exactly do you hope to accomplish through your social media initiatives?

   The answers to these questions will serve as the foundation and building blocks for your strategy.

2. Resist the temptation to scramble to grab any and every bright and shiny new media tool that crosses your path.
   Think carefully about how a particular social media platform will serve you, and decide whether it’s relevant to your audience. If you’re undecided on a specific service, it’s okay to experiment– as long as you resolve to put forth a fair and sustained effort throughout your decision-making process. As you become acclimated to various social media, devote the first few weeks to listening and observing. This will allow you to familiarize yourself with the vernacular and etiquette specific to each service.
3. Align your social media strategy with your PR, traditional media, and advertising efforts.
   Ultimately, social technology should not be the quintessential element of your marketing endeavors. It should work in conjunction with your existing PR and communications programs, as well as with any direct, online, or other various traditional forms of marketing and advertising you have in place.
4. Don’t go it alone– social media should be a team effort.
   Twitter applications such as CoTweet do a great job of facilitating a collaborative approach, and Facebook allows you to set up multiple administrators for fan pages. Further, setting up a rotation for employee blog posts will diversify your content and keep it fresh.
5. Understand that adopting new media is a significant shift in how you handle your business.
   Communicate the importance of your entrance into this space to your employees. Depending on the size of your organization, you may want to consider implementing a set of social media guidelines/policies. You can reference a good list of example company guidelines here.
6. Don’t be a ‘dabbler’.
   Truly commit and adhere to your social media calendar and/ or schedule. Generate an editorial calendar for your blog, and structure a plan for how often you will tweet, post to Facebook, participate in LinkedIn discussions, and upload videos to Youtube, for example.
7. Be patient.
   Realize that social media is a process, not an event. It takes time to build a quality following. Seth Godin explains this in his concise style here.
8. Creativity is key.
   One creative idea has the power to take on a life of its own and reach millions. Many of you are familiar with Blendtec’s ‘will it blend‘ viral campaign, as well as the Bensons for Beds ‘Mattress Dominoes’ Youtube video that landed nearly a million views. Both concepts are simple, creative, and entertaining.
9. Reveal your personality– this is your opportunity to touch your audience and remind them that there are humans behind the website.
   The Mayo Clinic demonstrates this point exquisitely in this video. In it, an elderly couple playing the piano is captured on video in the atrium of the Mayo Clinic. To date, the video has over 5.5 million Youtube views, and the couple was featured on Good Morning America. As a whole, the healthcare industry is slow to embrace social media, but medical facilities like The Mayo Clinic and Emory Healthcare understand the importance of humanizing their brands through these channels.
10. Combine your SEO efforts with your social media strategy.
    When Google and Bing announced that they would incorporate social platforms into search, it was a major turning point. Now it’s easier to be found organically via blog entries, facebook posts, Twitter updates, and bookmarking sites, creating an even more compelling argument for social media.
11. Integrate new media tools and make it easy for people to find you.
    The most effective social media strategies have a streamlined flow; for example, your blog readership should be able to find you on Twitter, Facebook, etc. Your Facebook fans should be able to find you on Twitter, and vice versa. Additionally, seize any and every opportunity available to post your social media handles. Consider including them in your email signature line and on your business cards.
12. Acknowledge the power of new media for B2B marketers.
    Many people make the false assumption that social media marketing is effective in the B2C arena alone. According to Forrester Research, a staggering 91% of B2B decision-makers are utilizing social media, and 69% are leveraging it for business purposes. Christina Kerley, a well-known new media B2B marketing evangelist, created this informative slideshow that I reference often in B2B marketing discussions.
13. Recognize the inherent beauty of social technology: with it, consumers are empowered, engaged, and valued.
    Today, consumers are increasingly adept at tuning out broadcasted methods of advertising. John Greening, a professor at Northwestern University and 27-year veteran of advertising, has a simple yet poignant saying: the market has moved from “find me, sell me’” to “know me, help me.” The most successful brands talk to their audience, as opposed to talking at them. Coca-Cola’s Vitamin Water is a prime example of a brand that understands this paradigm. Their interactive, crowdsourced Facebook ‘flavorcreator‘ campaign invited fans to create and submit their own Vitamin Water drink flavor; the winning flavor will be released in March of this year.
14. Don’t fall into the trap of duplicating your website content through social media platforms.
    Remember that this presents a valuable opportunity to build relationships and convert listeners and readers into participants. When your audience knows they’re being heard, they know they’re being valued. When they know they’re being valued, their relationship with your organization transforms; they become true proponents of your brand.
15. My favorite topic: “What’s the ROI?”
    Whether your business targets businesses or consumers, social media offers an unprecedented opportunity to connect, converse, relate, and engage with your audience. Still, some remain skeptical and fixate on the question: “What’s the ROI?”
     
    I could tear right into this subject and talk about how ROI isn’t necessarily the best way to measure your social media results, but I’ll expand upon this topic in a future blog post. For brevity’s sake, I’ll ask you to take a few minutes and watch this video titled Socialnomics: ROI by the author of Socialnomics, Eric Qualman. It provides great case studies, statistics, and comments on ROI as it relates to social media:

And now I’d love to hear from you– have you embraced social media in your business? If so, what experiences have you had thus far? If not, what’s holding you back?

*Emory Healthcare is a client of SolDesign Company.