Archive for the ‘social media’ Category

The Impact of Social Media in Government

Monday, November 30th, 2009

gov20-mediumFor the past 7 months or so, the #socialmedia chat has focused on what social media can do for businesses.  We’ve covered b-2-b and b-2-c, we’ve looked into how social media affects internal departments as well as external communications.  Well, now it’s December.  For the month of December we promised to shake it up a bit and start to take a look from different perspectives on how social media is influencing different sectors and what the future holds (or at least 2010).  For the first day of December we will focus on the business of Government and what impact social media has had and will have.

First, the term being used to associate social media and Government is Gov2.0.  For this purpose, I will refer mostly to gov2.0 in this context for the rest of the post.  Second, why now?  Why is gov2.0 the soup du jour for describing the change needed in government?  Roughly, it started with the Howard Dean campaign for president in 2004.  As an early front runner for the Democratic ticket, he started using the web in very different ways to help run his campaign.  Gov2.0 got a sharp uptick in popularity as it fueled President Barack Obama’s successful run in 2008.  Then in 2009, President Obama issued The American Recovery and Reinvestment Act (the Act) of 2009 offering close to $787 Billion in stimulus funds for agencies.  However, the Act requires an extraordinary level of “transparency” on the part of Federal, State and Local agencies.  While the Act’s intent is to create new levels of transparency at all levels of government, there are no guidelines on exactly how.  Many are looking at the application of social technologies and methodologies to meet the demand for more transparency and inter-departmental coordination.

Today there are few great examples of government using social media to complement its efforts to either better communicate with constituents or coordinate better across agencies.  There are many people who talk about it like Steve Radick from Booz Allen Hamilton who authors a well-read blog and some who are actually in charge of doing it like Jeff Levy who’s the Director of Web Communications from the Environmental Protection Agency (EPA).  Then you have Brian Drake from Deloitte saying gov2.0 is not moving fast enough  and on the other side Larry Lessig who cautions too much transparency can be detrimental and all are paving new roads with their work as the Gov2.0 movement is certainly in it’s infancy. 

So how can businesses, who have dipped their toes further into the waters, help Government not have to re-learn all the mistakes that have already been made?  Conversely, government has been dialoguing with their constituents for decades already and what learnings can transfer over to businesses, some of whom are communicating for the first time with their consumers. 

I know you are thinking who in the world would agree to take on this monster of a topic.  Well, with a bit of coaxing, we believe we have the perfect person.  Kim Patrick Kobza is the CEO and founder of Neighborhood America (disclaimer, I work for Neighborhood America and started www.hashtagsocialmedia.com along with Marc Meyer and Terry McKyton as a skunkworks project).  Kim has been bridging the experience gap between government and private enterprises for much of his career.  His thought leadership and actual work is sought after by many leaders in governement, those behind the gov2.0 movement and companies alike.  Kim blogs here and Neighborhood America published a Gov2.0 readiness kit under his guidance here.

Topic: The Impact of Social Media in Government

Government 2.0 is being promoted as one of the most transformative trends in governance. But what does it mean? And what meaningful impact can social media have in the relationship between citizens and their government?

Q1) What does Gov 2.0 mean to you?

Q2) What can government agencies & companies learn from each other’s experiences in implementing social media strategies?

Q3) What do you think are the primary barriers for citizens and agencies in implementing gov 2.0 strategies?

This chat will be held on Tuesday December 1st at 12 noon EST.  The format will stay the same with the first question at noon with Q2 and Q3 to follow in 20 inute increments.  Follow along on #SM36 on on our LIVE site.

Stop Campaigning and Start Conversing The New Marketing Paradigm

Saturday, November 21st, 2009

conversationBuild a relationship, garner trust and a customer will never leave.  Sounds pretty easy!?  In fact we have been talking about it since the dawn of time (social media time anyway) with the Cluetrain Manifesto that started in 1999 and identified that the Internet has forced marketing to be more about conversations than messages.  Since then we have Valeria Maltoni the Conversation Agent (a past moderator here), a great book called Naked Conversations written by Shel Israel (an upcoming moderator) and Robert Scoble and countless other examples.  So why is it that companies still market via campaigns and agencies still win business with this approach?

A classic example of movement for the sake of motion? Possibly.  Consider all the money and effort that goes into concept, strategy, creative, execution of marketing campaigns.  Brands spend all that time creating a pitch to consumers, introducing themselves time and time again, selling stuff to unwilling customers then when it’s done, they see how much product was sold, cut off the pitch to those customers and prospects then rinse and repeat the whole daunting process all over.  So where is the conversation part of this we have been talking about now for at least 10 years?  Not the cordial, “wave to each other at a cocktail party” conversation but the relationship conversation that lasts for months, years or longer?  The conversation where you find out what each other needs and wants (notice I said both), you know, a real relationship not a manufactured one.

So what does that look like and how do marketers break out of the campaign mentality?  Think about the impact of this scenario: A company with multiple brands has a consolidated marketing department focused on customer relationships.  They are in charge of courting the consumer and understanding how they live, work and play.  From that relationship, the company understands what products (Brands) can help that customer and how they add value to that consumer’s life.  Then the Brands become stewards for helping those customers buy the things they need (considering people like to buy things yet do not like to be sold).  The company pours their monies into acquiring a customer once then facilitating their purchases across the various products.  This is very different than what happens today as each Brand pays to acquire the same customers over and over across all brands independently.  This may be some utopian dream to many but the speed of communicating and the ubiquity of access to communicate is forever changing the old norms and customers have left that station.  Companies need to figure out how to adapt and soon.

We are very happy to have Tom Martin moderating this topic on tuesday.  Tom spends a lot of time in this space covering all aspects of branding, marketing and social media and brings a creative approach to his work.  He will help us work through this topic and facilitate a great learning opportunity for all of us.  The topic and questions will be:

Stop Campaigning and Start Conversing – The New Marketing Paradigm

1) What is the difference between a marketing campaign and a customer conversation?

2) How do agencies have to change in order to create conversations instead of campaigns?

3) What are some examples of brands or agencies that have succeeded in making the jump from campaign to conversation?

The chat will take place Tuesday 11/24 at noon EST.  We will use the #sm35 for the event.

Ford's Fusion 41 Challenge – What Are We Missing?

Monday, October 26th, 2009

Sit down and buckle in (literally), this week we are taking the #SocialMedia discussion in a very different direction.  Instead of learning during these chats, we have been asked by Ford Motor Company’s Scott Monty to helpford-logo-big teach.  If you are not aware, Scott is on a tear of late with the tremendous success of the Ford Fiesta Movement, he is now going for the equivalent of an encore with the Fusion 41 challenge.  Their newest challenge asks for:

  • Current 2010 model Ford Fusion owners/leasees to apply for the challenge
  • Eight (8) teams (to include the owner and four (4) team members each) will be selected
  • Ford will provide a 2010 Fusion model to each team to compete with
  • Teams will perform a series of challenges taking place over a 3 week period.
  • To coincide with the Fusion Hybrid’s 41 mpg rating, the challenges will take place every 41 hours
  • Team members will complete a task and “hand-off” like a baton to the next member
  • All the while, team members are required to post content and updates across their social networks online

The winning team’s leader will get their new 2010 Fusion paid off and the team members will get free gas for a year.  If you want all the rules check here.

So how can all of us help Scott Monty and Ford Motor?  Well, hang on a second and we’ll get to that.  First, it’s important that you understand where they have come from and where they are going.  This deck from Scott’s recent keynote at OMMA Global 2009 provides a good overview and some insight into Ford Motor’s social media marketing strategy.

View more presentations from Scott Monty.

If you notice, the last content slide lists “Listening to our community for suggestions”  and that, my friends, is why we are all here.  Scott has asked for input regarding Ford Motor’s latest social media marketing project, the Fusion 41 challenge.  The format will be similar to prior weeks with 3 questions, a new question every 20 minutes.  The difference is the questions.  Scott will be providing insight into the planning of the campaign and we will be providing recommendations in how to think differently and possibly add a new dimension to the initiative.

Yes that’s right, for an hour we will all be honorary social marketing consultants for one of the hottest social media brands out there.  Please note: any suggestions made by you during this one hour +/- event are provided for Ford Motor and Ford Motor may use your suggestions at will.

Topic: Ford’s Fusion 41 Challenge – What Are We Missing?

Q1: Evaluate the WOM/Influence strategy

Q2: Evaluate the online marketing strategy

Q3: What are we missing to make this truly exceptional?

Disclosure & It’s Effect on the Brand Marketing Ecosystem

Monday, October 19th, 2009

disclosureWe have all heard a lot about the Federal Trade Comissions’ (FTC) latest policy on the expectation for full disclosure on endorsements and paid reviews or testimonials.  But, how much do we really know about it and how will it affect all of us who are in the business?  That is the focus of this week’s #socialmedia event moderated by C.C. Chapman

To start, you can review the document for yourself and develop your own interpretation of it (it’s actually an update to it’s guides, not a law, and therefore open to some interpretations) as it was announced earlier this month.  Next the rules will be enacted on December 1st so anything being done now is not covered in this under the new guides.  More, while we have all read about the $11,000+ fine, this fine is only enacted after several warnings and for serious offenses as noted in this interview with the FTC from the LATimes:

When a LA Times reporter asked about Restaraunt Reviews, the answer was, “Technically, you’re supposed to disclose all comped meals. But if you don’t, the FTC’s not likely to do anything about it.”My initial reaction to that scenario [comped meals] is that disclosure would be required,” says Rich Cleland of the FTC’s Bureau of Consumer Protection. “Our primary concern relates to the fact that you received something of value and it’s for the exchange of writing about the product.”

So is this a conspiracy theory that gives ”big brother” yet another way to find out what my top ten social media blunders post is all about?….probably not as they really don’t care.  What it does do is provide a vehicle for them to be able to pursue the really bad people out there and have some teeth in the punishment.  Read their take on this issue of monitoring (from the same LATimes article),

“But the FTC has a limited interest — and ability — in monitoring blog traffic. According to Cleland, the FTC is far more interested in pursuing advertisers, especially those who violate the rules after repeated warnings, than they are in dunning individual bloggers. Unless the FTC receives numerous complaints about a specific blog, it’s unlikely to investigate. It’s a matter of enforcement priorities.”

And how does the FTC decide who to go after?  It looks like it will be more of an “opt-in list” meaning they already get inquiries from citizens on publishers (bloggers) who are possibly scamming.  they will still filter for the more detrimental publishers and go specifically after them.  In their words:

“If we received complaints,” Cleland says, “we’d look at how serious the representations are. Are there other possible violations? What kind of blog is it? We might be more concerned about a blogger who was writing a review of a medical device that’s used for a serious disease than we would be about someone who’s writing a restaurant review.”

So if the new FTC guidelines are really just meant for the true scumbags out there then what’s all the hub-bub about?  This goes deeper into the expectations that consumers have where honesty and disclosure are now a ”need-to-have” and no longer a “nice-to-have” for reviews, promotions and endorsements.  These new guides begin to shine a light on all marketing relationships and will have serious affects for Brands who try to fool their consumers.  While some may say this officially shifts the responsibility of disclosure from the advertisers to the publishers, what is really does is says that everyone is accountable – the advertisers and the publishers.  Not longer can we stand around like school-children and point fingers at each other saying “she did it”!  We are all responsible and accountable. 

With this expectation being more clearly defined thanks to the FTC, how will companies react? How should they react?  Is this business as usual or do Brand marketers need to re-imagine their word-of-mouth practices, affiliate marketing, product testers, viral campaigns and more?  Helping us out this week is C.C. Chapman, Creative Director and partner at Campfire, a marketing firm offering full-service creative development and production management.  This week on Tuesday 10/20/09, C.C. will moderate the following topic and questions starting at 12 noon EST:

Topic:  Disclosure & It’s Effect on the Brand Marketing Ecosystem

Q1:  What is affected by the new FTC disclosure policy?

Q2:  How does the FTC disclosure policy change Brand marketing

Q3:  How does disclosure affect branding communities / bloggers / WOM networks?

Feel free to join us by following along on Twitter, TweetChat(recommended) by following #socialmedia or simply go to our LIVE  page (highly recommended).

Determining the Tipping Point in Social Media

Monday, August 17th, 2009

tipping_point EggThe boss yells in one day that your company needs to “do” social media and would like you to lead the effort, and by the way, can we be up by the end of the day!  Ha, Ha, Right?!?  So you go about securing a Twitter account, setting up Facebook fan page and sneaking in a cute WordPress site on the tail end of your corporate website. 

There, all done!  Then you find out why…the company is announcing an amazing breakthrough product that will change the way people live forever!  Phone banks start lighting up, twitter breaks, you get 1,000,000,000 new fans on Facebook and nothing at this point is manageable.  Now What?

This is a common fear for businesses who are unfamiliar with this whole social thing.  The  “What happens if this actually works?” question. 

This is a question that we often get around developing social strategy for businesses.  Many companies still are trying to get their arms around being social and what it means.  Should their goal be trying to get 30k followers or fans?  Should it be to have 40 “conversations” per day? What if every cusotmer actually uses social and expects an immediate response?  These are all the relevant things that go through executives minds before they sign off on a social initiative. 

So what’s the answer?  The answer in most cases must tie back to strategy and be focused by department.  Your social solution must solve problems for the company not create more.  That’s where our moderator this week takes over.  Connie Reece is beloved by everyone and with her success at New Media Lab, she certainly has the experience to guide companies through the social media maze.  Connie will lead the discussion this week on Tuesday 8/18 at Noon EST.  The questions will be as follows:

Determining the Tipping point in Social Media.

Q1: Can a company have too many friends in SocMed?

Q2: When does quality trump quantity?

Q3: What are the most effective ways of scaling social for Business?

Remember: to participate simply goto the LIVE Page and follow along and post your ideas.  This is an interactive forum using collective experiences.

Content or Conversation. What drives more value for businesses?

Sunday, August 2nd, 2009

chicken or eggIt seems this is a chicken or egg conversation at first blush.  Do you need great content to stimulate conversation or can you generate quality conversation around mediocre content?  That topic has been covered ad nausem for the past 2 years and it seems to be circular for sure. 

This chat however, focuses on the value of social media for business.  Are businesses more effective leading with quality content to genereate “buzz” or conversation around that content or are they better off simply being accessible to host any conversation?  A couple of examples:

1.  Was Domino’s video response (content) to the prank video effective?  For a Fortune class company to go from zero to Internet speed in 48 hours was fairly impressive.  The response was heartfelt from the President and seemed to subdue the incident.  They tried to start a Twitter account but had little success from that effort.

2.  I would argue that Zapposdoes not create much quality content, period.  The employees of Zappos, however, are the most accessible in business and the results speak for themselves.  Zappos’ value was created from a solid business model and more importantly great customer service.

As a company today, there are many ways to promote your Brand, improve customer service, address communications issues and generally run your business using social media.  Does it start with content or conversation though?  To help us this week is the Queen of Content, the Diva of Discussion, the Master of Annarchy, Ann Handley!  Ann heads up all things content and conversation for MarketingProfs and is certainly the best person for this job.  This week’s discussion will follow:

Content or Conversation. What drives more value for businesses?

1.  Is social media about the art of conversation or the science of creating good content?

2.  What drives conversion (assuming businesses need to generate profits)? Content or conversations?

3.  Develop a blueprint to sustain either (content strategy or conversation) long term.

This chat will take place Tuesday 8/4 noon EST using the #socialmedia in Twitter or simply following the Live page on this site.

Lead Generation in a Social Media World

Monday, July 27th, 2009

Targeting Customers / Lead GenerationThis topic is sure to be of interest if you are in business.  The world of marketing has created this bubble around people that shields off the thousands of “pitches” that people get everyday.  How do we as marketers and business owners break through the bubble and begin to effectively market and message in a way that adds value to prospects in a way that triggers action. 

The other issue we are dealing with is influence.  There are many studies that tie a consumer’s influence to purchase coming through peer reviews and recommendations.  This is very powerful in how markets are developing and how your business will develop in the future.  How do you get recommended?  How do you build influence?  These are vexing questions and worthy of spending time to help figure out what’s available and how to take advantage of it.

To help us, Chris Brogan is moderating this week’s chat on using social media for lead generation.  Chris leads New Marketing Labs, a new media marketing agency and helps mid-large sized companies develop sales and PR strategies using new media approaches.  Chris is a social media rockstar in his own right and we are looking forward to having him lead the following conversation Tuesday noon EST.  Participate by going to the live page of this site or simply by following the #socialmedia from Twitter. 

The questions we will discuss on the topic of Generating Leads using Social Media:

1.  Getting started with lead generation in social media, what works? what doesn’t?

2.  How do you sustain the activity?

3.  How and when do you integrate with traditional marketing?

Should Businesses use Social Networks or Communities…What's the difference & Why should I care?

Monday, July 20th, 2009

First off – I want to acknowledge that we understand using a social network or a community is a tool approach and not a strategic approach to developing a complete internal social media strategy.What's the Difference?

With that said, suppose you are wanting to experiment and don’t have a huge budget, if any.  Say you have to prove out the medium before you can have access to real budget dollars. 

This week’s topic is a little granular but still very important.  Companies are eager to jump in and try out social tactics but often stop short of actually funding a project.  When employees at a tactical level “try out” new marketing approaches they are mostly one-off and not tied into a particular strategy whether at a campaign or a corporate level.  With little amount of thought tied to the actions, it’s no surprise that when the boss asks what the benefit was…the project usually ends there.  So what’s a person to do?  Well, for one thing – MAKE IT COUNT!

If anyone can make it count, it is this week’s moderator Rachel Happe.  From her vast experience in corporate product management to a highly touted analyst, she operates from a position of true hands-on-knowledge that is difficult to match.  This is why her insights are a perfect fit in helping companies determine not only why to participate but how to derive value from the experience. 

There are a lot of ways you could take this conversation and we still find that companies are still perplexed in what to do first.  Many times it’s as simple as having a real test bed for executives and employees alike to engage and interact and get their “hands dirty” a bit.  So here we go with the 3 questions for today:

1. What’s the difference between a social network and a community?

2. What should a business or company focus on…Developing a Community or developing a social network?

3. What are the success metrics to look for in each?

This week’s chat will be flying (you might want to stretch first) so join us early at noon est using #socialmedia.

The Thorn on the Rose of Social Media?

Wednesday, July 1st, 2009

rose-thorn

“ROI” is an  acronym that draws huge emotion in the social media space! Some say it’s a necessity, some say it’s impossible to measure, while others are indifferent and would rather just ignore it. This coming Tuesday during our Hashtag SocialMedia Chat we will be exploring the illusive ROI along with the use of social media. I am far from an expert, but I have some thoughts and insights that just might help you next time your VP of Finance asks you, “What are you doing on that Twitter Thing?

Before we start the chat, I would like to observe some of the more important findings that I have made over my time working professionally and playing in this space:

A. Never approach your network or the individuals in your network with a selfish one sided agenda!
-This is especially true if you are trying to build a network or community online. You won’t have to worry about measuring ROI if you’re bringing the old “shout about” model to your social media presence.

B. Set clear goals and objectives
- Figure out exactly what measurements are important to you and what they are worth. An example might be Hours spent engaging online vs. leads produced. In all of this remember rule #1. Be of massive value to your network and they will extol your virtues to the holders of the checkbooks

C. Create Reporting Channels
- Have ways to track and generate reportable results. if you spend 5 hours on twitter this week, calculate the number of quality connections and the leads that are generated through your presence. After you have quantified your leads you can figure out how many convert and connect that back to the bottom line. Tools like Salesforce.com can be beneficial for this type of interactive tracking.

Enter The Hashtag Social Media Chat

I am honored that I was asked to moderate this chat and I hope everyone comes away a little smarter in the understanding of how we can leverage social media in your company or business. I was asked to come up with three questions that we will address during this chat and they are:

1. Are you setting up benchmarks and tracking systems in your use of social media? How are you proving your worth?

2. What types of things are you measuring in social media and how do they add overall value to the organization?

3. There is no “R” without the “I” what types of investments are you making in the social media space?

I am looking forward to the discussion and hope you will attend!

-Keith Burtis

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Deciding the "now what" and the "who with" of social media in your company.

Tuesday, June 16th, 2009

target-audience

Often times when companies or organizations have been sold on the “why” of social media and have decided to incorporate social media into the fabric of their day to day operations, a few more questions crop up. Actually more than just a few. Should companies getting ready to roll out their social media initiatives care about the audience that they are getting to have conversations with? or do they just take the shotgun approach?

Toby Bloomberg, one of the most respected and admired women in the social media and marketing space will lead this week’s discussion on:

Deciding what to do with social media at your company? Consider the people who will be using it. You have an idea who will be using it internally but what about externally?

The first question:

What demographics are most powerful in each of the top social networks? And Why?

Question two:

Which demographics are most overlooked, ignored, or taken for granted, in the top tier social networks? Why?

Question three:

With the increase of social media usage, which demographics will drive innovation in social networking?

How  do age, sex, religion, race figure into all of these scenarios? Do they? Should they?… The goal here is  to help managers build better social media solutions, and the only way to do that is to know and understand who you are talking to! Lets find out!

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