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

A few weeks ago comScore came out with some new online video stats that said:

• U.S. Internet users viewed 11.5 billion online videos during March, 2008, representing a 13% gain from February, 2008 and a 64% gain from March, 2007.
• 139 million U.S. Internet users watched an average of 83 videos per viewer in March, 2008.
• 73.7% of the total U.S. Internet audience viewed online video.
• 84.8 million viewers watched 4.3 billion videos on YouTube.com (50.4 videos per viewer).
• The average online video duration was 2.8 minutes.
• The average online video viewer watched 235 minutes of video.

Now, I watch my fair share of videos every week. I’ve noticed my online video viewing used to only be the short YouTube variety but it’s considerably more now that Hulu has come along and supplemented what used to be “TV time” in the evenings.

What struck me recently is that I’m increasingly forgetting that I’m watching a TV when in fact I am. I’ve become so used to the online video experience that I have to remind myself that I’m not at a computer when I’m just watching a television. I don’t know how or when this transition occurred but it was like it just struck me one day when I realized these five things while watching TV…and I’m a little embarrassed by a few of them but here they are…

1. I was was expecting the screen saver to come on after 15 minutes.
2. I was expecting an instant message to pop up.
3. I wanted to have different channels open on multiple tabs.
4. I wanted to minimize the screen to do something else.
5. I double clicked a button on the remote control.

So what’s my self diagnosis on this? Well, for starters I am forced to admit that I’m a computer geek. There’s no denying it any longer. When I’m thinking about opening tabs on TV I know I’m stepping into geekdom. It appears I’ve transitioned into the multi-tasking, half attentive, mix-work-and-play kind of guy I never thought I’d be. I don’t know when this happened, but it happened. I also realize that I’m just now in a place that a generation behind me has been for a while already. They already spread their attention thinly between simultaneous mediums. I’m not assuming this is all good…but I think it is reality.

I don’t exactly know where this leaves us, but for me it’s been a realization of my own shift in video consumption and application. As online video continues to expand both in adoption and penetration, I expect others in my age range and older will come to some similar realizations if they haven’t already. The online video experience will simply be our video experience in the days to come. I think the need to even refer to “online video” will be antiquated within the next few years and perhaps at that time most of the things I wanted to do above will be commonly available in some fashion from the standard TV experience…except for screen saver and double clicking the remote control.

There’s lots of news today about a possible recession. The Federal Reserve made the biggest rate cut in 24 years today to head a recession off at the pass but the stock market isn’t really responding well so far. While a recession (or even the hint of one) will increase fears in many traditional sectors of media and marketing, I think new media marketers will benefit from this and here’s why….

• Blogs don’t cost anything to start.
• Online video is free. So is creating your own video channel on YouTube.
• Creating a Facebook group doesn’t cost anything.
• Recording a podcast costs next to nothing.
• A basic Flickr account to engage your customers is free.
• Twitter doesn’t charge to message the people most interested in what you are doing.
• AdWords only cost you something when someone clicks your ad (and you determine the cost per click.)

There will still be marketing in a recessed economy. There will still be marketers spending money in a recessed economy, even if there’s not as much of it. What marketers will be paying for, however, is not the use of the technology, the air time to broadcast it’s message, or the placement for ads. What they’ll pay for is help to use the new media well. When in the face of decreased marketing budgets new media will emerge as the cheaper option because companies will pay consultants (i.e. digital coaches) a few thousand dollars to teach them how to fish the new way. This may be the tipping point for new media marketing as marketers and advertisers give it a shot out of financial necessity rather than being convinced that it’s the right thing to do. Whatever the case, a recession is going to be good news for new media marketing. It’s bad news for traditional advertising and marketing, but Google was already telling us that.

I spent some time on Google Trends today as I was thinking about web 2.0 tools for marketing compared to traditional marketing methods. You may recall I consider traditional promotion strategies the big fish of marketing (and I advocate going after the far more numerous small and medium size fish.) In my first test I compared direct mail, tv ads, billboards, and radio advertising.

One note about Google Trends before we proceed…this is just showing the relative quantity of Google searches on the given search terms. It may be easy to dismiss this but as Steve Rubel said in this post, “search engines show us what’s on everyone’s mind,” and it’s therefore interesting to note the trends of the collective thinking.

Here’s what the trends show over the last four years in these traditional marketing areas:

What you see here is that all but billboards are down from four years ago. Direct mail seemed to fall slowly and then hold fairly even in 2007. TV ads appear to have the most dramatic swings. Incidentally, notice the spike in TV ads early each year. Those are Super Bowl commercial searches for sure. Radio was down a little but steady for the last four years, though clearly below the other three areas.

After I looked at these four areas I included the term “web 2.0″ to see if that mere term competed with these traditional mediums. Here’s what I found:

Web 2.0 really didn’t take off until late 2005. By early 2006 you see that it eclipses the four traditional terms and then clears them significantly through 2006 and 2007.

Just for fun I tried one more trend comparison by throwing “blogs” into the mix. I dropped radio ads from the comparison since it was at the bottom of the pile and here’s what I found:

With “blogs” included it makes everything else just look silly. I was actually surprised it was such a huge difference. More surprising to me was that it was higher even back in 2004. We know that there were less than six million blogs at most in 2004 so it’s a bit curious to me, but quite interesting.

So what can we derive from all of this? At the very least we know there are far more searches for “web 2.0″ and “blogs” than than any of the traditional marketing methods. Even if all those searches weren’t marketing related (and we know that’s the case), the phrase web 2.0 is a business, marketing, and technology term. We can discern that the collective marketing and business interests are greatly interested in web 2.0 from these trends and if that’s where they are, it’s reasonable to look more seriously at them if you still have doubts.

One final one for kicks if you’re interested. Who do you think wins in a match up of MySpace, YouTube, Facebook, Google, and blogs? See it here.

A recent report by the New York Times says the average online video duration is 2.7 minutes. The report also said that 75% of Internet users watch an average of three hours of online video a month and that YouTube had 2.4 billion video views in the month of July. Yes, billion. That’s a lot of video viewing. So what are the takeaways from this?

1. It’s a great time to do online video for your organization. People are already there looking for the good stuff. It’s not new anymore so you should have an easier time convincing someone that it’s a good idea.
2. Keep the videos brief because an unspoken expectation has now been established, namely that online video viewing is not a major time commitment. People are more likely to give you three minutes rather than five minutes.
3. The online video world will become increasingly competitive. It’s not enough to just do online video. It needs to be remarkable in some way to stand out from the other billion videos.

I recently wrote this article for OutreachMagazine.com. You can read the whole article at Outreach but here are five things for churches to consider as they delve into the world of online video:

1. When in doubt, entertain. The most interesting online videos seem to be either highly entertaining or very funny. No matter what your video content, you’ve got to remember you’re sending it off to a culture that’s accustomed to entertainment. If you have a specific message for your video, do it in such a way that you creatively inform a viewer in an entertaining way. Think of it as the spoonful of sugar that will make the medicine go down.

2. Send them somewhere: At least once on the video, you should put up the address to your Web site or a Web site you want the viewer to visit. This is your golden opportunity to request that they spend a few more minutes with you, so don’t let it pass without at least asking for them to visit your site for more information.

3. Post on multiple sites: Almost all online video sites work the same way these days. Although YouTube seems to get most of the press, you should put your video on a number of different online video sites. After YouTube, head straight over to GodTube.com. It’s a great YouTube alternative for Christians and has some other online video tools your church will find helpful. Beyond these two, put your video on Google Video as well.

4. Make it passalongable. Yes, passalongable isn’t a real word but it should be part of your online video vernacular. Is your video one that you would tell 10 people about? Is it good enough (both in content and delivery) that nine of those 10 friends would tell at least one other person about it? If the answer to either of those questions is no, then you should tweak it or perhaps rework it entirely. Online video works best when people tell their friends about it. If your video lacks the needed passalongability, you have likely misapplied the time, energy and financial resources that went into making the video.

5. Don’t limit online video to preaching. Preaching is often the first online video use that comes to mind with many churches, but consider other opportunities with online video like classroom-style teaching, global missions, idea sharing, promotion, and video blogging. Maybe you’re starting a building campaign at the church. If so, you could post regular updates about the progress of the project and even interview some of the building crew, just to give the church a differrent perspective on the project (and also keep it top-of-mind so those campaign pledges aren’t forgotten).

What happens when public criticism around a theological hot-button issue involving two well known Christian leaders meets blogs and YouTube? This.

There are many interesting things to observe here like the number of blogs that will speak to this in the coming days or whether Bill Hybels will issue any kind of response to Mark Driscoll. There will be blogs vehemently for and against each of these guys with another share of people taking the middle ground stating they respect both of these guys and don’t want to take sides. Few if any people will change their views on the topic and some people will become emboldened and others will be dismayed. But here’s what I’ll be watching: the views.

I’m going to be watching the view count on the YouTube video over the next few weeks. There are currently 3,820 views as of 12am CST on Monday, April 30. Could this break the 100,000 view mark over the next few weeks? Are there enough people who care about this issue? Will they watch just to see what got Bill Hybels upset? I don’t know exactly what we’ll find, but the pace of growth may tell us more about the perceived importance around this discussion in Christianity than any of the bloggers will.

Many months ago there were rumors that the guys behind Skype were working on an online video project. We later came to find out that the name of the project was called Joost and that their intent is to reshape the television experience the same way Skype did with voice communications.

About a month ago I downloaded Joost and was interested to see what all the talk was about. I already knew that Joost wasn’t going the user generated content route like YouTube, but was instead pursuing mainstream programming like you find on television today and repositioning it for the online world.

What I found in Joost was pretty much what I expected. There were several channels like one from Warner music featuring various music videos and one from Comedy Central playing old programs. Over the last couple weeks I’ve seen several channels get added but the amount of content is still fairly slim. There didn’t appear to be any x-rated content in Joost (hopefully there never will) but there were some risque programs that had a “must be 16 or older to view” tag, so be aware of that and check out the safer stuff.

The Joost experience was everything you’d expect in the melding of television and the Internet: you can fast forward and rewind in every program and chat with other users watching the same program. There are several widgets that display on the screen while you watch your program like a news feed reader, clock, and notice board for updates.

All in all, Joost was interesting to see but the content will be what makes it. I understand from a reliable source that Christian content is coming to Joost in the near future. Whether it’s of the TBN variety or not, I’m not totally sure but Joost will provide more niche programming than digital cable ever could.

When Joost can be viewed on my television as easy as my computer we’ll have really gotten somewhere. The future is going that direction and Apple TV is one of the leaders in that push. All the pieces are there for this to come together so you know it’s just around the corner. How long it takes the population to adopt it, however, may be quite another story.

Cory at Church Communications Pro posted some great YouTube stats on his blog today that are pretty incredible. Here they are:

• It’s the fastest growing website in Internet history
• It has an average 100 million videos streamed per day
• 65,000 new video clips uploaded to it every day
• It gets more than 13 million unique visitors per month
• An average user spends 30 minutes on YouTube and most uploaders are repeat visitors themselves
• 58% of Internet videos are watched on YouTube
• 20% to 30% of traffic volume is from the US
• It has a wide range of user demographics, but the largest segment of users is the 18 to 35 year-olds.
• 30% to 40% of the content is copyrighted. There is a clear correlation between eyeballs and copyrighted content.

I’ve been working on something with a friend for the last couple months called MySliceofPi.com. MySlice is going to be an interesting experiment in online property. Think of it as a little online billboard an owner maintains with a message and link of their choosing. We expect some people will see a monetary and/or promotional value in this to promote a product, blog, website, service, organization, etc. Others may use it as a messaging system to make a simple public statement…maybe something that makes sense to everyone or perhaps something that is really only for their friends to understand. We’ve come up with a bunch of ideas (“Pideas” actually) for ways people may use this.

We’ve already had some questions about why a digit is purchased rather than given away. The answer is twofold. First, we’d like to make some money off this. I’m personally planning to give 100% of my share to my church for at least the first 2000 digits that sell. The second reason is that if this thing takes off then the people who got in early will have something of a higher value than the people who got in later and the money is a barrier to people erroneously claiming a bunch of digits and turning this into a massive spam page. We have, however, made some digits free for the taking. All the zeros are free so check the site regularly to see when the next zero is available.

We know people have lots of ways to communicate online. We’ve got MySpace profiles, blogs, instant messages, YouTube, Facebook, email, photo sharing, etc. Sure, you don’t need another way, but we think there will be some people who’ll gravitate to the unique nature of this and get on board. If you’re one of those we encourage you to grab your slice of Pi.