I remember being totally enamored by the story of Mozart the first time I saw Amadeus. One of the things Mozart did was change the way the Austrians viewed operas. They thought they knew what an opera was and then they experienced Mozart’s operas. He built on the foundation of operas as they had been done but improved on it dramatically.
In many ways that’s how I see the new marketing opportunities with social media and social networking tools. They build on the foundation of old marketing for something better. The video below from Amadeus drives home the difference between the old and new. Be sure to listen for the quote, “It doesn’t really work, does it?” Seems like it fits the old marketing vs. new marketing analogy pretty well. Here’s the clip for the feed readers.
According to Apple CEO, today was the “biggest launch of his career.” That’s quite a statement from the guy who launched the iMac, iPod, and original iPhone. Suffice it to say…today was important for Apple, if for no other reason than because Steve said so.
Now it’s pretty well known that Apple isn’t too interested in employees blogging or even an official corporate blog. There’s an unofficial Apple blog and even a Fake Steve Jobs blog (which appears to be going away now incidentally) but nothing official from the people who inside the apple. For the last several years Apple really hasn’t had to worry about their own blog. After all, they had/have millions of raving fans to say everything for them. Then today came. The biggest launch day in Jobs’ career and it hasn’t gone well for customers.
What Happened Today:
In a nutshell two things happened today from what I’ve read (and heard). One the one hand the hardest of hardcore iPhone enthusiasts stood in line for days and hours to get the new iPhone. According to reports, many people walked away disappointed today due to a lack of supply. The bigger issue today, however, was that for the (presumably) hundreds of thousands who did purchase today, the activation servers at Apple were down for hours. This rendered the new iPhones inoperable and the old iPhones for those making the switch inoperable as well. I saw many an Apple fan not happy with Apple today by just watching Twitter.
So, back to the blog…if Apple had a blog today they would have been able to tell customers what was going on and when they could expect it to be fixed. If Apple had a blog they would have been talking directly to their biggest supporters (because who else waits that long for something you can walk in the store for in a few days?) If Apple had a blog it wouldn’t have fixed the problems but it would have changed the conversation.
The good news for Apple is that it has a ton of relational equity to spend. Today it spent some by all accounts. Apple will probably be fine. They’ll even be fine without a blog, but they’re one of a very few number of companies where people would basically say, “it was a terrible experience but it was ‘worth the hell.’” Apple has this equity and brand loyalty. You don’t. You (and I) never will. If you don’t have a blog then how will you communicate during your own iPocalypse?
If you know me or have been reading this blog long you know I’m a firm believer in the idea of compelling content being the best way to use social media tools. That’s what the whole “Old McDonald” approach to good content is all about. If, however, it’s still not coming together for you, think about this: content MUST have value to the people you’re trying to reach. If it doesn’t, it’s not good content. It’s probably boring information that lacks something interesting or it’s marketing copy that’s just you talking about you.
So…let’s go back to the old McDonald idea. If good content that has value to someone contains at least one of the EIEIO elements (Entertain, Inspire, Educate, Inform, or Outrage) then you are creating content with value. If you’re still stuck though, add “me” to the end of the words. It would look like this:
Entertain Me.
Inspire Me.
Educate Me.
Inform Me.
Outrage Me.
See what’s missing here? You. It’s not about you. It’s about me…the person you’re trying to reach. Now go write a blog post for the “me” you want to read your blog.
Yesterday I saw a term I haven’t come across in a while: Mass Media. Remember that term? Yeah, we don’t hear it much these days. The context for the term came from a professor friend who teaches at a college here in Nashville. She mentioned a class for freshmen this fall called “mass media and society” but I got hung up at the mass media part of the class title.
I asked the professor why that term is still being used and it sounds like it has something to do with the book selection or something like that. Maybe it’s a historical perspective of media and our society. I’m not actually clear on what it’s going to be but the term got me thinking…isn’t mass media dead?
Mass media was all about the big TV networks, major newspaper outlets, and terrestrial radio, but how massive does something have to be to be considered mass media these days? With the numbers declining in all three of those areas can we even still call them mass media? Is the term even relevant today? Mass media died as it related to television years ago around the time cable TV really took off.
One might say mass media is about the number of people you reach, meaning you reach “the masses” (which I assume we translate into millions of people) through the mediums. Yet, that doesn’t really work because there are blogs, podcasts, and even YouTube videos that reach millions of people and we wouldn’t classify them as mass media. They’re the opposite of mass media: user generated, freely accessed, open to everyone, micro media.
Mass media is just a term that used to mean something that we don’t even think about anymore. It’s like the 8-track tape. It had a good run for a while but simply has no use to us today. Perhaps mass media didn’t actually die but simply disappeared in the shadow of so many other things that we use today.
The bottom line is that we kind of know that mass media doesn’t really stick like it used to. It doesn’t have the teeth it did even ten years ago. The real question as a marketer then, is do you still act/plan/execute like the mass media is still massive? There’s a new “MASS” you should be thinking about if you’re not already.
Incidentally, the mass media and society class at the college will have a blog. How’s that for irony?
I have almost finished reading an excellent book on social media and the way it’s changing business and marketing. The book is called Groundswell by Charlene Li and Josh Bernoff. This book has a really solid perspective and methodology for identifying the type of people you want to reach as a social media marketer and then building your strategy based on that information.
I regularly tell people that it’s not enough to know what the social media tools are or even how to use them. You must also know the context with which to use them. That’s why I’m so adamant that content must be your marketing strategy if you’re going to use these tools. Content is a big piece of the context you need to grasp.
What Groundswell helped me refine in my thinking is that we cannot look at everyone we want to reach with a social media campaign the same way, meaning some people are more likely to participate in a social network than others or comment on a blog, or listen to a podcast. Likewise, some people can be tapped to join you in making content whereas others will simply be spectators.
Handy Profile Tool
On the Groundswell website you can play with the very handy “profile tool” which essentially let’s you get a sense of age, nationality, and gender demographics and their relative relationships to social media technology. For instance you will find that:
39% of American men and women ages 18-24 are at the top of the social technographics ladder in the Creators category (that means they publish on blogs or websites and upload audio and video files they created.)
The percentage is lower in the Creator category as the people get older.
In the 25-34 age group the number of Creators drops a bit to 30%.
The percentage drops sharply to 17% for ages 35-44.
It continues to decline to 11% for ages 45-54.
The percentage of Creators finally bottoms out at 5% for ages 55 and older.
This is the kind of good information you can have to make informed decisions for social media marketing. If I wanted to create a contest where people upload their videos to win a big prize then I might see some pretty good success among the younger two groups (18-35 year olds) but much beyond that the number of people who would create a video is slim. Depending on the company and who you want to reach, this can make all the difference. With more information comes better decisions and many times better decisions lead to more success. Check out the entire Groundswell book for a lot more on this. It’s certainly worth the read.
I missed posting about my two year blogging anniversary a few weeks ago so this is my post to make up for it. In my very first post for this blog two years ago on the topic of social media I wrote:
Everything available to you through web 2.0 takes time to get off the ground. Some people will be fine with that, but for those of you with mandates and timelines you’re going to come to a fork in the road of whether you want to do something that people can see soon (old marketing methods) with something that will have an enduring impact (web 2.0 methods). Consider it your own little blue pill vs red pill. One will take you to a world you couldn’t imagine and the other…will keep you right where you are.
So, do I still believe this two years later? I sure do. In fact, I think this blue pill/red pill decision is one that more marketers are deciding on today than they were two years ago when I first wrote this. I had lunch today with some people from a company who are deciding right now which way to go. I had a similar lunch meeting yesterday. The tide seems to be coming in on social media.
Some people thought social media was a fad (and have since admitted so to me) but now see the communication/Internet/marketing world has changed and they need to change with it. Other people just weren’t paying attention or maybe were paying attention but didn’t take the time to get their hands dirty in the social media sandbox. Whatever the case, there’s is a rapidly widening awareness of the choice that needs to be made.
So which will you choose? If you choose the blue pill (blissful ignorance) then congratulations, you don’t have to do much. You can relax knowing you won’t have to go through the possible discomfort of change and new learning. I also hope you’re planning to retire in the next 12-18 months, otherwise you may regret the choice. If you choose the red pill (hard truth) then congratulations, you’re about to enter an exciting and unsettling journey. If you feel like the rules have changed you’re wrong. It’s the game that has changed and it has its own rules…but now you’re choosing to play, and that’s the best place to start.
Becky is a marketing strategist for a large company here in Nashville. One evening she was planning some snacks for an evening with friends when her search for a snack led her to purchase a book she didn’t know she wanted. Here’s the email Becky sent to her director the next day:
“I Googled Chili’s because I wanted to find out how much it would cost to get chips and salsa to go. When I Googled Chili’s, this link came up that said “Brand Autopsy: Would you miss Chili’s?” That intrigued me, so I clicked on it and found the blog of a marketing guy who used to work for Starbucks and Whole Foods. He, in turn, raved about this new book that is all about marketing and social networks. I thought it might be something that our whole team would benefit from. Isn’t it ironic that I was looking for chips and salsa and found a marketing book? But it hit the right audience at the right time!”
I really like this story at a number of different levels because:
It shows the power and influence of blogs even in the most unlikely of connections.
It reminds me that people trust blogs that seem trustworthy.
It reminds me that your target audience cannot be segmented so neatly all the time because Becky the marketer wasn’t looking for a book but she found one and bought it (and will likely buy one for the entire marketing team at the company) when she was Becky the snack shopper.
It reminds me of the power of a Google search and how blogs could make (or break) the positioning of your brand.
I’m keenly aware of the irony here (and also the affirmation of the power and influence of social media) that a book called Groundswell benefited from the groundswell in at least two cases I can point to directly (mine and Becky’s) and I’m sure countless others. So the question is, what are you waiting for if you’re not getting in yet? Don’t fight the groundswell.
I was challenged recently to think about customer service representatives as part of an organization’s social media response and tracking team. I had never thought of using customer service reps to keep tabs on blogs, Google Alerts, and any other social media that may be talking about an organization but it really makes sense. After all, customer service reps serve as a front line for companies already and they know the ins and outs of the company about as well as anyone, so why not pull a rep or two aside for social media monitoring?
What if a company started allowing its customer service reps (or any other employees for that matter) to be proactive in engaging prosumers? Why not monitor and respond to complaints voiced in Twitter? Why not leave a comment of thanks from a blog post that had something nice to say about your product or service or company? Why not leave a video response to a YouTube video that discussed your product? Why not join a social network group or entire social network that was dedicated for (or against) your organization? Why not have your reps start a blog on the company website?
The new world of customer service is going to be proactive engagement unlike what the average customer service representative is paid to do today. It’s going to require as much trust from the company as they have in their reps now but with more freedom. It’s going require the legal department relaxing just a bit. It’s going to require the marketing department working closer with the customer service department. It’s going to require customer service being a part of your social media training. It’s going to require rethinking the roles of marketing, public relations, and customer service. Perhaps a “customer relations department” is more in order. Whatever it may be, it’s going to change
Ever think Vanilla Ice had anything to teach you? Me either…but my friend Scott Mills jokingly pointed out at lunch recently that Vanilla Ice had a few things to say about social media marketing when he said to stop, collaborate, and listen. Scott was joking. I’m not.
Vanilla’s advice is actually pretty good for social media marketers. We have to stop, collaborate, and listen if we’re going to be good social media marketers. Checking out the hook while his DJ revolves it is optional.
Stop: If you’re dabbling in social media marketing you need to stop. Do you have a plan or are you playing around with social media because it seems like the thing everybody is doing these days? Do you have measurable goals? Do you even have goals? The worst thing you can do is not stop and figure out how social media will work for you and then how best to move forward within it. If you don’t stop first you’re probably going to create a meatball sundae…and nobody wants that…so stop first. Once you stop I recommend you begin to think about a content strategy to really take full advantage of the new marketing tools.
Collaborate: In some form or fashion collaboration is at the heart of every good social media initiative. It may be the type of collaboration that involves a wiki (which Google spreadsheets even does now) or simply allowing comments, tags, trackbacks, and other forms of feedback to your social media. Collaboration is both active and attitudinal. You must convey that you actually care what other people think…and not just that you care, but allow them to participate and contribute in some form. Mitch Joel does a great job of this by allowing audio comments on his podcast, Six Pixels of Separation. Mitch actively allows people to collaborate and also has an attitude that reflects this. Collaboration is one of the biggest shifts from web 1.0 to web 2.0. It was a shift in technology that enables collaboration and it was a shift is tone and attitude toward collaboration.
Listen: Social media is as much about conversation as it is collaboration. The two go hand in hand really, but did you ever talk to someone who was more interested in talking than having true conversation? The missing piece of course was that they weren’t listening. They were just looking for an opportunity to talk. Social media marketing isn’t about one way communication or disruption tactics. That was the old way to do marketing. True conversation, like true social media marketing, doesn’t interrupt. Rather, it engages and listens. The fact of the matter is these conversations are already happening. You just have to decide whether you’re going to join the conversation or not.
So there it is…wisdom from Mr. Ice. Word to your mother.
We have another batter up for social media batting practice. Dave Delaney has recommended five tips for a pediatrician. The full scenario and his ideas are below. While we’re on the social media batting practice topic…Mitch Joel included a comment from me on his most recent episode of Six Pixels of Separation. He had some great additional info to include. Here’s the scenario that was pitched to Dave and his ideas follow…
Scenario: A pediatrician wants to know how she would be able to use social media to promote her practice. She’s currently spending money on local advertising in multiple areas and wants to know how social media marketing would work for her. She’s not viewed as the best pediatrician in her community but is widely recognized as one of the top five.
I would recommend that the pediatrician create a Google Adwords campaign targeted to her local zipcode(s).
I’d advise that she be sure she is included on Goggle in their business search results by adding herself to Google maps.
Depending on her available time and interest, I would suggest developing a blog and posting to it regularly. The blog would also offer all appropriate social bookmarks and tags.
She should also considering posting on local parenting forums always being sure to link back to her website.
Finally, she should consider sponsoring a quality parenting Internet radio show (AKA “podcast”) like Two Boobs and a Baby.
Thanks for the ideas Dave. I’ll include a similar real-life scenario I discussed a long time ago about a blogging dentist I know here in town.
