Social Media Tools Don't Matter

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Here’s a question I hear from marketers all the time: “We want to launch a corporate blog, but we don’t know how to go about it. Where should we start?”

My answer is that you should start a couple of steps back from where you are. Social media tools – whether they’re blogs, online communities, instructional videos or something else - don’t solve anything unless they address a specific business need. Don’t use social media for its own sake. Use it to accomplish an objective.

Unfortunately, the temptation is difficult to resist. Lots of businesses are experimenting with social media tools these days. It’s natural to think that they know something the rest of us don’t, but the reality is that most people are still kicking tires right now. There are some very successful companies like Apple Computer that are doing nothing with social media because they don’t have to. If the tools aren’t right for your culture or your business, don’t use them.

Whatever you do, don’t start the decision process with technology. The choice of a social media tool is no more relevant to the success of a campaign than is the choice of paint to the structural integrity of a house. Many tools are flexible enough to be used for multiple purposes and some strategic goals require you to leverage many tools in concert.

Stop and consider the problem or opportunity you’re trying to address. Here are a few possible business objectives, with the best tool options listed in parentheses.

• Build customer community (blog, video, social network, private community, virtual world)
• Counter negative publicity (blog, podcast, video, customer reviews)
• Crisis management (blog, video, social network, virtual world)
• Customer conversation (blog, social network, private community, virtual world)
• Generate website traffic (blog, video, customer reviews)

Many more examples will be explored in my forthcoming book, Secrets of Social Media Marketing. It will be available this fall and you can pre-order it on Amazon right now. I also recommend reading Groundswell, the new book by Charlene Li and Josh Bernoff of Forrester Research. It has some excellent advice on how to take a disciplined approach to social media selection.

Note that blogs appear next to every bullet point listed above. That doesn’t mean blogs are a panacea. They are the easiest form of social media to implement, but far greater leverage may derive from more complex tools like customer communities. You should choose media based upon your budget, staff resources and commitment. It’s often best to start small and grow your social media footprint as you become more fluent with the tools. Blogs are a good starting point, but you may need stronger medicine after a while.

Keep in mind the importance of balancing between ease of use, simplicity of deployment and functionality. Many social media tools can be used for multiple purposes. You may be better off starting with a tool that you understand well rather than deploying a somewhat richer solution that carries a steep learning curve.

If you keep the tools secondary and work outward from the business goal, you’re far more likely to reap the rewards of your efforts.

Labels: blogging, social_media, social_media_tools

  ¶ 7:41 AM 1 Comments Links to this post

  Daily reading 03/15/2008

Is MySpace Good for Society?

A New York Times columnist asks six thought leaders a simple question: "Has social networking technology made us better or worse off as a society?" Their consensus: both.

The Inconvenient Truth About Social Media Marketing
Aaron wall offers a succinct and persuasive argument against link-baiting. We need more of this rational thinking. Link-baiting is a waste of time.

Corporate Blogging - How the Pros Do It
Scott Monty provides thorough coverage of an SXSW panel on corporate blogging. Includes some nice nuggets, such as Dell's customer relations philosophy: "they've empowered every employee to apologize."

Jeff Jarvis tells why you should reach out to the customers who say they hate you

What happens when 207 people freeze simultaneously for five minutes in Grand Central Station? Watch this...

Labels: blogging, social_media, socialbookmarking

  ¶ 8:30 AM 0 Comments Links to this post

  Don't Let Tools Distract You I was presenting a social media seminar to a public-relations agency recently when the talk turned to uses of blogs. The people in the room were excited about blogging's potential and were eager to apply the technology to new tasks.

I cautioned them that they were asking the wrong question. The issue isn’t what tool to use, but what problem to solve. Tool selection is secondary.

There's nothing unusual about their attitude. People often start by choosing tools and work backwards to solve problems. Maybe management has just issued an order to start blogging, or the tool is seen as a tactic to improve search performance or it just seems like the thing to do.

But that’s like starting with a hammer and then figuring out what to build with it. If your objective is to make a house, then you’re off to a pretty good start. But if you want to craft a pearl necklace, you've got the wrong tool for the job.

I recently consulted with a client who wanted to build a social network for a defined customer group. It was an ambitious idea, but as we talked through it, we both realized that the process of getting it through internal and regulatory approvals could take a year or more. We finally settled on a more modest idea: Launch a relevant blog, try to build customer interest quickly and then take the results to management in hopes of getting fast-track approval for the social network.

Choose tools wisely
The building blocks of social media are simply tools and they're not well-suited for every task. For example, if your objective is to alert visitors to a new category of products and provide detailed information on the specifics, a catalog page would be more effective than any interactive tool.

But it’s human nature for people to use the technologies they understand and figure out the application after the fact. Unfortunately, that can waste a lot of time and effort. E-mail is terrible for communicating between groups of more than about five recipients, yet people routinely organize massive projects with dozens of participants by e-mail. Even if the tool is poorly suited for the task, they reason, at least people know how to use it.

A better approach is to define business objectives and then search for tools that support them. For customer feedback, for example, blogs and social networks are a good choice. However, podcasts and video won’t do the trick. So if your objective is to improve customer relations, a podcast may not be a good place to start.

Technology vendors encourage the tool focus. Many of those firms are run by engineers who love to create cool new stuff. They’d much rather talk about features and functions than how to solve business problems. You need to block that tactic. Any vendor that won’t give you references to customers who are solving problems that are similar to yours is blowing smoke.

Social media tools are cool, but they’re always irrelevant if they don’t solve problems. Don’t let technology distract you.

Labels: blogging, social_media, social_media_tools

  ¶ 7:56 AM 1 Comments Links to this post

  Tech PR War Stories podcast offers new social media advice Over at the Tech PR War Stories podcast, David Strom and I have been busy interviewing some fascinating people about social media marketing. Here’s a roundup of recent activity. You can subscribe to the podcast feed on the site or by clicking here.

44: Internet Marketing Superlist Author Shares Secrets
At the end of 2007, Tamar Weinberg assembled an amazing assortment of blog entries about everything from headline writing to linkbaiting to becoming a Digg.com power user. Tamar will give you a twentysomething’s perspective on social media. If you’re trying to really understand this phenomenon, listen to what she has to say.

Four great trade show tips

Evan Schuman (TPRWS 39) of StorefrontBacktalk.com has spent a lot of time at trade shows lately and he sent us these four tips for getting the most out of media contacts.

45: The social media skeptic

Jennifer Mattern calls herself the “social media Grinch.” But that doesn’t mean she’s down on social media. It’s just that she thinks the focus on social media can distract PR people from their real work, In this interview, she outlines her cautionary advice about social media and stresses the fundamentals that PR people still need to employ.

46: How to find influencers

I’m writing a how-to book about social media marketing and one chapter is devoted to hands-on techniques for finding influencers online. It isn’t as simple as it sounds. In this episode, I talk about what I learned conducting influencer searches on behalf of a mythical Quebec resort. Step one: master advanced search.

47: Twitter magic

Many people’s first reaction to Twitter.com is that they just don’t get it. It looks like barely controlled chaos. But Twitter has inspired a passionate following. Laura Fitton is a poster child for a service that is revolutionizing the way people interact with their social networks. In this interview, she describes what’s unique about Twitter and how it can be useful even to people who don’t use it that often.

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Learn C++ programming, get Cisco certification, Oracle certification, a Network Administration degree or learn Sun or Microsoft programs online.

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Labels: blogculture, podcast, PR, social_media, social_media influence, social_networks, socialnetworks, twitter

  ¶ 3:28 PM 0 Comments Links to this post

  My Facebook foul-up Take a look at the image below. Is this the type of photo you’d want to put beside a serious business inquiry? I wouldn't. But I did.

It was an embarrassing experience, and perhaps my mistake can serve as a lesson for anyone who’s considering using social networks to transact business.

Last week was the first time I've used Facebook to direct a professional inquiry to a group of my friends. I was looking for some active Facebook users to profile in a book I’m writing, so it seemed a natural place to find them. I used a third-party application called FunWall, which is made by Slide. It looked straightforward enough: type the question, post it and then e-mail a notification to a list of your friends.

So I posted my question and send an invitation to everyone on my friends list, some 225 people. A couple of hours later, my wife sent me an instant message questioning the appropriateness of the image on my FunWall. "What image?" I said. I quickly logged on to Facebook and found my question next to the item below. There were already a couple of e-mails from friends questioning my good taste. I scrambled to delete the original message, which wasn’t all that intuitive, and to post an apology. I received a couple of more snickering responses from my associates, but have no idea how many people saw the offensive photo and thought I was serious.

As far as I can tell, the error occurred when I clicked the button to post my question, I inadvertently clicked the option just below it, which sent a postcard to accompany the question. For some unfathomable reason, the default postcard was the image below. I didn't bother to check the post after I submitted it, and would probably not have even known of my error for hours unless my wife had pointed it out.

So shame on me for not double-checking my work. And shame on Slide for making it so easy for even an experienced user to make such a dumb mistake. If there are lessons, it’s that you should beware of the new breed of third-party apps that Facebook and other sites are accepting. And use that preview feature! You don’t want your best intentions undermined by a stupid user interface.

I’ll just go crawl back in my hole now…

Labels: facebook, social_media

  ¶ 6:45 PM 2 Comments Links to this post

  Please attend my upcoming Mass TLC presentation on The New Influencers I'll deliver a presentation about the dynamics of social media and online influence on Jan. 24 in Waltham, MA. If you're in the area, please consider coming and supporting the nonprofit Massachusetts Technology Leadership Council, which is sponsoring the presentation. Mass TLC does good work promoting the growth of the technology industry in Massachusetts and throughout New England. If we've never met before, be sure to come up and say hello!

The New Influencers: A Marketer's Guide to the New Social Media
Thursday, January 24, 2008
8:00-10:00am Program
7:45am Registration

Where: Foley Hoag Emerging Enterprise Center
Bay Colony Corporate Center
1000 Winter Street, Suite 400
Waltham, MA 02451

The Mass Technology Leadership Council presents Paul Gillin, author of the book The New Influencers.

Blogging, podcasting and other social media are profoundly disrupting the mainstream media and marketing industries. Paul Gillin's The New Influencers explores these forces by identifying the influencers, their goals and their motivations. The book also offers advice for marketers at both large and small organizations on how to influence the influencers.

This presentation explores:

• Why social media are now so important in consumer decisions
• How to leverage the blogosphere to enhance your company's message
• Strategies for taking advantage of this new medium
• The need for transparency and how to make it work for your benefit
• Action items for both small and large businesses
• Whether and how your organization should use blogs, podcasts and other social media tools in your marketing strategy

Cost: Members $40.00; Non-members $80.00
Signup form: http://function.masstlc.org/programs_new/event_single.cfm?eventid=808

Labels: blogging, influence, Paul_Gillin_speaking, social_media

  ¶ 10:45 AM 0 Comments Links to this post

  Daily reading 12/19/2007

On Facebook, Scholars Link Up With Data - New York Times Annotated

Social Marketing: How Companies Are Generating Value from Customer Input - Knowledge@Wharton Annotated

This article covers several examples of successful word-of-mouth marketing efforts and offers advice on what works:

• Keep branding to a minimum
  
• Engage with customers in a way that's meaningful to their lives
  
• Be self-deprecating and funny
• Have a thick skin; you will encounter some criticism

Several examples and case studies are included.

Labels: facebook, social_media

  ¶ 8:30 AM 0 Comments Links to this post

  I make a top 100 list - at last! VirtualHosting.com has a new list of the Top 100 Social Media and Social Networking Blogs and Paul Gillin's blog is on it! I'm in the "developer" category, which seems an odd placement since my programming experience consists of one COBOL tutorial in the early 80s. But who's complaining? It's nice just to be on the list with a lot of people I respect. So thanks to VirtualHosting, "the authoritative resource online about retail virtual hosting plans." You're aces in my book! ;-)

Labels: blogging, social_media

  ¶ 2:02 PM 0 Comments Links to this post

  Daily reading 11/10/2007

Managing a Corporate Blog, Like HP's - MetzMash

Wal-Mart's Biggest Marketing Tool? Its Web Site - MediaPost, Nov. 8, 2007

Top 10 Marketing Blogs – 2007/2008

ClickZ: Defining Social Media

Labels: blogging, marketing, social_media

  ¶ 8:30 AM 0 Comments Links to this post

  Marketing segmentation through social media Howard Kaushansky of Umbria gave an enlightening talk about audience segmentation of social media influencers at Blogworld Expo this morning. He talked about two examples of what his company has done for different clients in the consumer products field.

For an apparel maker, Umbria analyzed postings to blogs and social networks to identify the following segments:

Fit Finders (39% of the population), Self Expressives (19%), Bargain Seekers (17%), Label Whores (11%) , Style Gurus (8%) and Dissenters (6%).

Here’s an example of segment characteristics: Fit Finders are Generation Xers looking for appropriate jeans for their changing physiques. . Low-waisted jeans aren't working for them any more, but “old person jeans” aren't appealing either. Plus-sized Fit Finders are looking for fashion-forward styles rather than shapeless designs.

Self Expressives want control. They want to distress their own jeans, design clothing reconstructed from jeans and add personal style to jeans through patches and embroiders.

Style Gurus are looking to be unique. They're looking for authenticity and real inspiration. "Some men are actually starting to become interested in wearing women's jeans because they view them as more stylish," he said. These insights emerged from online conversations.

Umbria’s analysis is entirely text-based. “We're listening in on this world, not asking them to fill out surveys or segment themselves,” he said. It’s not just what people say but the words they use. Fifteen-year-old girls speak differently than 54-year-old men.”

For another client that makes packaged food, the company analyzed women’s blogs to identify four core segments: Me Time, Weight Management, Balance and Wellness and Beauty from Within (percentages weren’t given).

They then analyzed women’s needs and interests by time of day. The company also identified common moods at each time of the day and mapped foods, packaging and promotions to these moods and activities.

For example, afternoon is "Connect Time" when women share stories and experiences to gain support, external perspective, humor and advice. During Connect Time, activities include emailing, blogging, phone calls, sharing a meal, getting beauty treatments, going out, and spending time with family.

These segments were mapped to moods and foods. For example, "Me Time" is early morning, often before families are awake. At that time, women are looking to empower themselves. "Me O'Clock" yielded these strategic insights:

• Women embrace this time as an opportunity to regain control
• Don't tell them what's right; enable them to make better decisions and express themselves
• The emotional benefit of this time is personal empowerment

Ideas for productions and promotions:

• Personalized snacks
• Calendars with times blocked out for “Me Time.”
• Market teas and other products with a stimulative effect specific to early morning personal time.

With blog monitoring, "You can listen to these people and understand what are the drivers and unmet needs."

Labels: blogging, BlogWorldExpo, marketing, segmentation, social_media

  ¶ 2:45 PM 0 Comments Links to this post

  More AMA Webinar questions answered Here are more responses to questions that time didn't permit me to answer during the AMA Marketing Seminar on Oct. 15. Each of these permalinks is tagged “AMA” so you can easily group them together. Thanks to everyone for coming and for asking such great questions. More to come!

Q: Stacie asks, “How will social media play out with healthcare vs. consumer products?”

A: Very differently. People typically want to consult with expert advisers on healthcare decisions and their relationships with those people are important. They’re much less likely to turn to anonymous sources for life-and-death matters. That said, the Internet has played and will continue to play an important role in alternative medicine, wellness and background research. Social media will have an important role in helping people diagnose problems, choose courses of treatment and seek alternatives.

In consumer products, social media is already playing a huge role in evaluation and purchase activity. The CEO of Procter & Gamble told the Association of National Advertisers last year that they have to stop trying to control the message. "Consumers are more participative and selective and the trend from push to pull is accelerating," he said. Those are strong words coming from the world’s largest consumer products company.

Q: Anne asks, ”Doesn't social networking skew younger? And, do these networks apply to B2B marketers?”

A: Yes, the most active users of social networks are unquestionably people under the age of 30. If you’re an entertainment, food or clothing company, you’re probably already using these media because that’s where your audience is.

In some markets, though, social media is making a big impact on older age groups, and particularly in b-to-b markets. The information technology market is one of the most active users of blogs and podcasts, for example, and it’s almost entirely a b-to-b business. The travel and hospitality industry is using interactive marketing to reach business people with specific interests, such as frequent travelers and corporate event planners. Professional associations like the Air Conditioning Contractors of America and the National Association of Manufacturers are blogging to promote their members. There will be more examples of this as the younger population grows up and begins to apply the tools they use at home to their business roles.

Q: Patience asks “So why did you choose to not self-publish?”

A: I believe this question is in response to a comment I made about Lulu.com and similar sites that making self-publishing of books fast and relatively inexpensive. There are advantages to working with a commercial publisher, including an established distribution network, retail store presence and a certain cachet that comes from having a publisher endorse your work. This leads to intangible business opportunities that have nothing to do with royalties. You can definitely make more money self-publishing, though. If you don’t particularly care about building a speaking or consulting business, but just want to get a message out, self-publishing gives you more control and potentially bigger profits.

Q: Brent asks, “Are there similar influencers in Europe, Asia-Pacific, and Latin America?”

A: Yes, although to different degrees. In fact, the number one language in the blogosphere is Japanese, according to Technorati’s State of the Live Web report. Korea and Japan have a much higher penetration of broadband into the home than the U.S. does, and a very active culture of bloggers and social networkers as a result. Korea’s OhMyNews.com is the largest experiment in community journalism on the Internet.

In Europe, the blogosphere is very healthy, although my evidence is purely anecdotal. I run across blogs in Danish, German, French and other languages I don’t even recognize all the time. Two of the most interesting corporate blogs are published by Benetton and Ducati motorcycles, both in Italy.

I can’t speak to Latin-America specifically. The economy is not as strong in many of those countries as in the U.S., Europe and the Pacific Rim, so broadband penetration is lower. The Technorati blog tracks blogs by language and can give you some useful statistics.

Q: Anne asks, “How do apply this to local or regional marketing? Yelp, for instance is very biased, and doesn't feel trustworthy the way that a more neutral, traditional third party does.”

A: I’m not sure I agree with your comments about Yelp. That site is simply a conduit for its members to post reviews of restaurants and entertainment spots. While such a system is always vulnerable to manipulation, the number of reviews that Yelp lists for some properties is remarkable. In general, the more reviews there are, the more reliable the average rating should be.

You should always be leery of peer-review systems in which only a few people have commented. It’s like research: you should probably through out the extremes at both ends of the scale, because those people may have an agenda.

As far as regional marketing goes, I’d just point out that some of the most active social networks are regional. Going.com, Yelp and eCrush are just three of the many networks that target people who are looking for entertainment and companionship. Also, regional interests like sports and politics are magnets for local audiences.

Labels: AMA, blogging, social_media, socialnetworks

  ¶ 8:32 AM 0 Comments Links to this post

  Your questions answered: AMA webinar follow-up I had the pleasure of being the guest speaker on and American Marketing Association webinar sponsored by Aquent early this week. We had a great audience -- more than 750 people attended -- and there were more than 20 questions that I was unable to answer because of time limitations. I'll answer each of them in a series of blog posts over the next few days. Each of these permalinks will be tagged “AMA” so you can easily group them together. Thanks to everyone for coming and for asking such great questions.

Q: [At one point, I referred to a story told by blogger Robert Scoble about a technology vendor who told him that a single link on his blog drew far more response than an article in a prominent technology magazine.] Jennifer asks, “How did the software company evaluate the influence of Scoble's blog?”

A: Simply by traffic to the page linked to by Scoble. This is one of the great benefits of social media marketing: you can easily track referring links from other sites and quickly figure out who is sending you traffic. This is standard information that all Web analytics software provides. Obviously, the people who are sending you the most traffic are the people who should get more of your attention and outreach.

Q: Lidia asks, “I would like to know your opinion related to the large influence this phenomena is having on small kids that are exposed to these new media sites like clubpenguin, etc. How will these affect their personality, their habits, etc?

A: I'm not a psychologist, and it's impossible to predict the indirect impact of the behaviors that social media sites are creating. I believe that a few changes are inevitable:

• Kids will define their relationships very differently, with geography being much less important than in the past. They are already learning to form rich and meaningful relationships with people they have never met, solely through the use of digital technology. They care little about where their friends live as long as they can communicate about topics of mutual interest. If you take this to its logical conclusion, you can see that national boundaries will become less important to relationships in the future. It seems to me that that's a good thing.
• Kids will grow up expecting to be constantly connected and to always have information at their fingertips. Call it the Wikipedia generation. This is completely different from the world of previous generations. Today’s kids will expect to be able to access whatever information they want within a few seconds, and will be frustrated and angry when it’s unavailable. This will put pressure on institutions to open up and give people access to whatever information they need to make a decision. Again, this sounds pretty good to me.
• There's a possibility the kids will grow up being less worldly and less well-rounded than generations that preceded them because of their ability to filter information they consume. I'm hoping that natural curiosity counteracts this trend, but the declining influence of mainstream media may create a generation that is more insular and less aware of world issues than previous generations.
• There's a risk of negative health consequences caused by a more sedentary lifestyle. There's no question in my mind that the current epidemic of childhood obesity is due, at least in part, to the pervasive use of video games and online entertainment instead of physical recreation. It will be up to parents, schools and government to encourage physical activity by kids who don't have as much incentive to get out and play anymore. I don't think we're seeing as much progress in this area as we need to, and it concerns me.

I'm sure there will be many other long-term effects of this new digital lifestyle, some good and some bad. I think the breaking down of cultural and geographic barriers, though, will be a very positive development.

Q: Charlayne asks, “How does a company build "blog" integrity without sounding as if they are their own advertisement? How does a company build positive brand awareness via a blog?”

A: I’ll answer the first part of that question by simply saying don't use your blog to sell. The purpose of a business blog should be to engage with customers and prospects around information that is of mutual interest. Use it to expose smart people in your company, discuss issues in the market, identify customer needs and seek feedback on your products and priorities. Don’t use it to deliver advertisements; if you do, no one will read it and you will quickly lose interest yourself.

The second question is very large and could be the subject of a book. In fact, it is the subject of several books. I’d recommend Naked Conversations by Scoble and Israel; Marketing to the Social Web by Weber; What No One Ever Tells You About Blogging and Podcasting by Demopoulos, The Corporate Blogging Book by Weil; and The New Rules of Marketing and PR by Scott. It’s impossible to summarize the advice contained in all of these volumes, so I will simply recommend that you pick any one of them and dive in.

Labels: AMA, blogging, social_media, socialnetworks

  ¶ 2:47 PM 0 Comments Links to this post

  Demo stuff that I'll use Note: Video presentations of the products mentioned below, as well as most other presentations from Demo, are available here. Blogger won't accept the embedded videos and I don't have time to mess with it.

Here are some products and services I saw at Demo that I plan to try out for my own use:

Graspr – There used to be a great site called Learn2.com that showed how to perform life tasks ranging from making a soufflé to fixing a leaky pipe in simple words and pictures. I don’t know what became of it; the URL now points to a software retailer. Graspr gives the Learn2 concept a social media twist. Members can upload how-to videos and annotate each other’s creations, sharing tips or advice on how to do something better. Members can also vote on the most useful content. This is a good way to mine the wisdom of crowds while also enabling people to connect with others who have similar interests and expertise.

Propel – This is quality-of-service (QOS) for the PC. Developer Propel Software Corp. argues that when people are frustrated with Internet performance on the desktop, the culprit is often their own PC. A PC doesn’t distinguish between a file download and a VOIP session, for example, so bandwidth-critical applications may suffer because low-priority jobs are getting an equal share of the pipe.

QOS is a discipline that assigns priorities to applications so that some packets get priority on the network over others. It’s been implemented in corporate networks for years, but Propel’s utility brings the same concept to the desktop, allowing the user to define priorities for bandwidth demand. Propel also provides a simple dashboard to monitor traffic and make sure all is well. The product should be available by the end of the year. If it works, it’s a no-brainer that I’ll use it.

Diigo – I’m an active user of the del.icio.us social bookmarking service, but I’m frustrated by its limitations. A big one is that del.icio.us only provides a few characters with which to describe the pages I bookmark. I frequently run out of space trying to write a description.

Diigo is social bookmarking for serious researchers. Users of its toolbar can highlight and annotate passages on bookmarked Web pages. People can comment on each other’s bookmarked pages and highlights. Essentially, the service creates group discussion around Web content. Anyone with the Diigo toolbar can see other users’ annotations and sites that choose to implement the Diigo protocols can provide these capabilities even to non-Diigo users.

There are other innovatives features in this release, including a function that lets you create a PowerPoint-like slide show sequence using Web pages. I’m not sure I see much utility in that, but the highlighting feature alone could be enough to make me switch from del.icio.us.

Yuuguu - screen sharing has been around since the early days of Microsoft NetMeeting, and is still a core feature of services like GoToMyPC.com. You can also download open-source screen sharing software like VNC. So the idea isn't new, but Yuuguu has implemented it in an elegantly simple way.

Yuuguu WebShare users can share their screens with others on the fly by simply clicking on names in an AOL Instant Messenger-like buddy list. The shared screen comes up in a browser window and users can easily pass control of their screen to others, with everyone seeing the results. The company pairs the service with a global audio conferencing system. It’ll make money from that and give away the software client for free.

MyQuire – Another Web 1.0 idea that many find a new life with a social media twist is project management for consumers. In the early days of the Web, several Internet businesses launched services that let consumers collaborate on everyday group projects like organizing church socials and softball leagues. The services were limited by the technology of the time, particularly the reliance on e-mail for communication and limited file-sharing. MyQuire improves on the collaborative features of the early efforts and adds standard social media tools like photo and file-sharing. The company is in stealth mode for a couple of more months, but the demo version of its service looks interesting.

LongJump - As a small-business owner, my financial management processes are embarrassingly rudimentary. At some point, I probably should make the switch to Intuit’s QuickBooks, but LongJump would argue that it can deliver all that functionality and more for a low monthly fee. The initial service combines 14 common business applications and an integration platform that developers can use to add others. Monthly fees will start at around $25.

The integration platform is very similar to Salesforce.com’s app exchange concept. While there's nothing particularly new about LongJump’s business model, its aggressive pricing and impressive feature set could make it an attractive service for small business owners.

Labels: demo07, SaaS, social_media, socialbookmarking

  ¶ 9:10 AM 2 Comments Links to this post

  Cool stuff for marketers Several services of interest to marketers are debuting here at Demo in San Diego.

The MuseStorm Content Engagement Platform is a service that simplifies the creation of widgets, those ubiquitous branded medallions that show up on blogs and social networking sites and deliver video, images and text streams. The founders claim that businesses typically spend $30,000 to create a widget (not an unrealistic figure, from what I’ve seen) and that they can reduce that process to a few minutes.

Drag and drop the content container and the relevant content into a workspace, add logos and messages/instructions and generate the final product without coding. MuseStorm provides components to e-mail a friend, download a brochure, request a follow-up, vote, comment, etc. and delivers final code that can be dropped into any html page. More importantly for marketers, the company has back-end tracking and reporting to tell marketers what’s resonating with the audience and what’s falling flat. Pricing is correlated to traffic.

UK-based Real Time Content Ltd. has one of those “why didn’t I think of that?” services. Adaptive Media Version 1.0 delivers targeted video to visitors based upon interests they specify. It’s a simple concept that must be devilishly difficult to implement.

Consider the range of videos that a car company might want to show a visitor. A 25-year-old single male might want to see the fastest sports car while a 35-year-old mom could prefer a demonstration of safety features. On most websites today, every viewer gets the same video, no matter what their interest.

Real Time Content stores a menu of videos, text messages, images and calls-to-action that can be dynamically assembled and delivered to visitors depending on information they provide. So that 35-year-old mom gets a video and text overlay talking about safety features along with an invitation to request a brochure while the single young male might get an invitation to sign up for a test drive. The company has reporting and analytics to show marketers what’s working.

Shoutlet is a tool for monitoring Web 2.0 campaigns. The service includes a platform for distributing content like video and RSS feeds to dozens of sites, a widget-building function, RSS feed creator and e-mail campaign manager. The reporting is supposed to be where to Shoutlet shines. The developer, Sway, is a marketing services agency specializing in social and viral media. It should know what kind of reports marketers want.

Sway intends to price under $10,000 a month, which would make it cheaper than the influence-tracking services offered by most of its competitors.

Labels: demo07, marketing, measurement, social_media

  ¶ 4:07 PM 1 Comments Links to this post

  Best of Demo - Day One Demo is one of the few conferences that I have consistently made an effort to cover over the years. There’s a cool factor associated with the myriad early beta and pre-beta products being shown here, but what’s more important is that Demo is a leading indicator of what’s going to be hot in the IT market in the coming year. It’s like getting a jump-start on the newest trends.

When I look back at my choices for the most interesting Demo technologies of 18 months ago, I’m struck by how few of those companies have achieved prominence. However, many of the concepts they were working on have succeeded in other forms. New platforms always create a flurry of innovation followed by a long cycle of consolidation and retrenchment. This phenomenon will play out in social media the way it happened in PCs, LANs, Internet 1.0 applications and other smaller markets in the past. That doesn’t mean this process isn’t important.

Among the interesting demos I saw today (and keep in mind that these are demos, which are only one stage removed from fairy dust):

LiveMocha – This product sits closest to the perfect intersection of cool and practical. If you’ve ever tried to learn a language by computer, you know that the process is slow and one-sided: the instructor talks and you listen or practice.

LiveMocha leverages community to make learning languages easier. Traditional courseware is wedded with feedback from native language speakers who help each other master the finer points of writing and speaking. Your feeble scribblings in Spanish can be critiqued by people who really speak the language. And a VOIP feature lets you connect in real time with native speakers while supporting you with translators and organizers. My wife tried this product this evening after I told her about it and said it really works. LiveMocha gets bonus points for that. Best of show to this point.

Baagz – I absolutely loved the demo of this service. I just hope it’s as good as the demo shows it to be. Baagz is a spinoff product of Exalead, a French search-engine company that specializes in semantic search. Semantic technology derives information about web pages that isn’t explicitly stated on those pages. A lot of people think it’s the next generation of search.

Baagz users can set up personal “bags” of information about whatever interests them. Say the topic is Paris. You create a Paris bag and then drag information from around the Internet into your Paris bag. Semantic search derives additional information about your collection of choices that makes your bag perform better on the site’s search engine. That makes it easier for others to find you based upon your interests.

Other people can access your bag and leave comments, add tags or integrate their own Web clips. Over time, you develop communities of people with like interests, and the semantic search helps hone your areas of focus. The demo of the bag space is very cool, although I suspect it requires a lot of processing power. The interface makes it a whole lot easier to collect interesting information than the snip/bookmark approach that’s commonly used today. This is a very cool concept for presenting an idea that’s intuitively useful.

CoComment – The Internet is awash in conversations, and keeping track of all the exchanges that interest you is daunting. CoComment lets you aggregate conversations from across public and even gated websites like Facebook and MySpace, so you can easily see who’s commenting, what they’re saying and when conversations are changing. This technology isn’t cool so much as it’s very practical.

YuuGuu – YuuGuu is AOL Instant Messenger for screen-sharing. If you thought there was already technology out there that let you quickly and easily share your PC screen with others, there really aren’t many. Sure, GoToMyPC and VNC have had screen-sharing for a long time, but few, if any services make it easy for large numbers of people to quickly and seamlessly share screens and manipulate each other’s applications without requiring a lot of setup and configuration.

Contact anyone on your buddy list and invite them to share your screen. The process is a few clicks.You can quickly and easily hand the baton off to others to control your screen, with everyone who’s signed on seeing the results. The product is free; the company plans to make money off of telephone conferencing services that complement it.

SceneCaster – We’ve all seen those cool 3D programs that show us what hotel rooms and restaurants look like. If you’ve ever wanted to create rooms of your own, there weren’t many options to do so. SceneCaster lets you create 3D environments and modify them with a minimum of setup and no programming. You can then share those designs with others and interactively edit and comment upon them.

I particularly like the company’s revenue model: businesses pay to have their products represented in 3D for you to drag and drop into your scenes. So if you’re designing an office, you can add chairs from Eurotech to your scene for free. The back-end would have a link to a commerce site where you could buy the sponsor’s chairs to fit the scene.

There's a corporate play here, too. The company says it has several business customers who use the 3D authoring and rendering engine to create models of products to demonstrate to customers.

Radar – I wasn’t blown away by this demo when I first saw it, but the more I thought about it, the more I liked it. We interact with many websites these days, and we learn a different interface for each one. What if the content from those websites could be aggregated into a single interface? That’s essentially what Radar has done.

The company’s software player makes it possible to view content from literally hundreds of sources in a single viewer. Radar has cut deals with a lot of the top content sites to make their stuff available through its player. Users will be able to customize these master views by importing their own RSS feeds.

Once Radar has a critical mass of content being displayed through its reader, you can imagine a lot of ways to layer value on top of that, including recommendation engines, commenting, tags and other Web 2.0 features. It’s still early-stage technology but with a lot of promise.

That’s it for this (late) night. Descriptions of more cool products coming on Wednesday.

Labels: demo07, social_media

  ¶ 12:52 AM 0 Comments Links to this post

  Q&A for PRSA

I was privileged to present a virtual seminar this week to the Public Relations Society of America. Some interesting questions came into my mailbox after the program was over, so I thought I'd answer them here.

If you're at the PRSA International Conference in October, be sure to stop by and say hello. I'll be giving a presentation on Monday, Oct. 22, as well as sharing the stage with PR legend Larry Weber.

Here are the questions and my responses:

Sarah writes:

I am interested in the standards of new media and wanted to ask you specifically about the emergence of advertising on the new media platforms. Are advertisers gaining traction on these sites? I imagine they are. So then…will the new media have a mechanism for separating edit from ads? More fundamentally, how do I trust that the blogger-citizen-writer is free from advertiser influence?

One phenomenon I discuss in my book is the emergence of a rich set of ethical standards in the blogosphere, the kind of standards that any journalistic organization would be proud of. Basically, deception is considered a high crime, and bloggers who have written for hire have been roundly flogged. There are services that pay for coverage, but as a rule, bloggers are expected to disclose these affiliations.

The question of separating ads from editorial is always a moving target, as it has been in print for many years. I believe advertisers and publishers both know that disguising advertising as editorial is bad news. Standards for how ads appear on a page are evolving, but our perceptions will evolve with them. Just as avid newspaper readers instinctively know how to tell an editorial from an advertorial, I expect the same intuitions will develop online.

Jason comments:
While Facebook is exploding beyond [its origins as a service for students], the core users still base their involvement on personal networks. The majority of my Facebook friends are former students I worked with while a PR manager in academia. Integrating these less than professional interactions with fellow PR pros and even clients makes for pins and needles monitoring.

No matter how many identities you might have, Google ruins your chances of complete separation. Unless you resort to pseudonyms for your interactions, the transparent society in which we surf will forever dangle the threat of exposure if you like to keep your person and persona separate.

Can an executive at, say, Ford, share beer jokes with college buddies on his or her MySpace page? Or manage a personal blog about erotic photography while representing Ford on the company blog?

My questions are:

1. Do you see potential pitfalls of people juggling multiple identities in the online world?
2. Where should professionals draw the line in becoming a social networking participant on a personal basis?
3. HR professionals are already Googling potential job candidates. Should your Facebook/MySpace/etc., profiles be off-limits and how can they be if the information is there and free? 4. How long will it take for the Supreme Court to have to decide what a person's online world means in terms of their employment?
4. How long will it take for the Supreme Court to have to decide what a person's online world means in terms of their employment?

Your questions imply that people should expect protection over what they say in a public forum beyond those already afforded by the Constitution. I fundamentally disagree with that. The public Internet is every bit as much a public space as Times Square, the exceptions being that one's indiscretions on the Internet may potentially be seen by many more people and may also be easily searched, copied and stored. It's no secret that the Internet is a public resource or that public websites are, well, public. I think it's foolhardy to assume that what you say on the Internet is private.

This puts a greater burden on the individual to be aware of the risks of their behavior and to be discreet. Personally, I would never say anything on a public website that I wouldn’t want published in a newspaper. But the burden is with individual, not with those who witness a person’s behavior. If you want privacy, pick up the phone, use an anonymous e-mail server or encrypt your messages. But don't expect the courts to come to your rescue. Ignorance of the law is not an excuse for breaking the law, and failing to understand the obvious risks of speaking in a public place should not be an excuse for doing something stupid.

Cindy asks:
When I returned to the office, I immediately tried to go onto Technorati and search for bloggers in the mortgage technology arena, where many of my clients are focused. I found many mentions of mortgage and technology but could not figure out if [the authors] were influential or if they focused in the industry. Is there a better way to go about finding these bloggers? I think I may be too old for this stuff.

I doubt you're too old, Cindy! It's more a matter of the search tools being different in this world. I’ll preface my response by saying that all search tools are imperfect. You should use these resources only to give you a general idea of a blogger’s influence.

When you look at the search results in Technorati, you'll notice a small green label that says "Authority." This is a ranking that Technorati uses to distinguish the popularity of bloggers. The higher that number, the more links to the bloggers site and, supposedly, the greater the person's authority. Click on the name of a blogger to see a more complete profile of that person, including his or her ranking among all the blogs that Technorati tracks.

Blogpulse is another site to look at. You can search on a term and then click the "view blog profile" link on the right to learn more about the author. Blogpulse's database is smaller than Technorati's, but it has some interesting and unique features.

Here are a couple of Google tricks. When you type a search term, look at the URLs of the sites in the results. You can often tell by the domain name whether a site is owned by an individual or a business. If a site looks interesting, type “site:sitename.com” into Google to get a list of sites that link to that one. The more links there are, the more popular the site.

You can also use the “site:” operator to find all mentions of a particular search term on a site. So typing “social media site:paulgillin.com” will return a list of all articles on paulgillin.com that mention social media. This is a good way to find out how much a blogger refers to a topic.

Labels: blogging, CIO PR, social_media

  ¶ 7:53 PM 15 Comments Links to this post

  Facebook deserves marketers' attention

We’re still in the first inning of the social media game, yet the urge to pick winners is strong. Anyone who’s trying to make sense of all the activity right now is being whipsawed. A year ago, MySpace was all the rage, then YouTube took center stage last fall. Early this year, everyone was atwitter about Twitter and now Facebook is growing like kudzu to the applause of investors and the press.

While there will no doubt be other market darlings, I think Facebook is the first of these nascent communities to deserve serious attention from b-to-b marketers. If you haven't been paying much attention, you might still think of Facebook as the social network for college students. In fact, as recently as last fall, a personal still needed a “.edu” e-mail address to join.

All that changed last late year when Facebook made two critical decisions: it opened membership to anybody who wanted to join and it permitted third-party software developers to build applications specific to the Facebook platform.

The results have been astonishing. Membership has doubled since the first of the year, eclipsing 30 million in early July. What's more interesting to marketers is that the demographics of this member base are intriguing. As Rodney Rumford points out in this analysis, members over 25 years of age now account for half of Facebook traffic. That's remarkable when you consider that most of those members couldn't even get to the site 10 months ago.

An even more telling statistic is audience engagement. According to Comscore, 93% of Facebook members log on at least once a month and 60% use the site daily. Those are impressive figures for even a small community site; for one with 30 million members, they’re mind-blowing.

If you register on both MySpace and Facebook, the differences will whack you in the face. MySpace's heritage as a music site makes it feel at times like a giant virtual nosh pit. Member pages are festooned with graphics and music plays helter-skelter. In the year I've been a MySpace member, I don't think I've received a single message from someone I knew.

In contrast, when I registered for Facebook, I was flooded by invitations to become friends (social network lingo for establishing a connection) with dozens of current and past colleagues. Facebook allows you to monitor some of the activities of your friends, and it's an impressive display to watch. People I know are busily exchanging software applications to recommend books, movies, travel destination and professional web sites. The Society for New Communications Research, of which I am a member, chose Facebook as the community of choice for its professional members. And I continue to get “friends” request from actual friends almost daily.

If it keeps up this momentum, Facebook has the chance to succeed where earlier professional networks like LinkedIn didn't. While LinkedIn has some valuable professional networking features, it has the feeling of a software application more than a community. Facebook's approach to the market is proving to be more effective: it started as a community site and then added networking features. Its roots as a gathering place for college students has helped it to continue to attract the kind of members that marketers want to reach. If it continues to grow at its current rate for another year, it will reach the status among adult professionals that MySpace enjoys among teenagers: you simply have to be there.

This is not to say that Facebook is perfect. Its closed e-mail application doesn't sit well with people like me, who live in their inboxes. Some of its distinctive metaphors -- like writing graffiti on someone's wall -- can be confusing to new members. The process of creating a new group can also be somewhat cumbersome and confusing. And while its applications are impressive, Google still delivers better quality and features overall.

Nevertheless, business marketers should become familiar with Facebook. It has a chance to become the gold standard for professional networks. Even if it fumbles the opportunity, the dynamics of what's going on there are important to understand.

Update: Maggie Fox just passed along this press release from Comscore, showing Facebook traffic up 270% year-over-year, compared to MySpace's 72%. Of course, MySpace started from a much higher base and is still the leader overall by a wide margin, but Facebook is closing the gap.

Labels: marketing, social_media, socialnetworks

  ¶ 1:06 PM 4 Comments Links to this post

  Response to a skeptical review

IMedia Connection published the first less-than-positive review of The New Influencers today. It’s written by Phil Gomes, a veteran blogger who’s often cited as the first PR professional to practice the craft. In my view, Mr. Gomes’ review can be summed up as follows: New Influencers is a useful, if flawed attempt at putting into context a rapidly changing market in which decisions are frustratingly difficult to make. The book is full of good stories and makes a solid case for why corporations should pay attention to social media. However, it is marred by some factual mistakes and advice that is occasionally off-base. It's a decent early attempt at putting social media in context, but it needs to be baked more fully.

I would call the review modestly positive, although the headline, "Does ‘Guide To The New Social Media Mis-Guide?’" implies otherwise. I don't completely agree that the headline accurately represents the review, but I've written enough headlines in my time to know that it’s a judgment call and reasonable people disagree.

I have enormous respect for Phil Gomes and don't quibble with any of the flaws cited in his review. I would like to respond to a few of them, though, if only to point out sources and motivations.

Mr. Gomes notes disapprovingly that I recommended that readers vote for favorable stories about their own companies on Digg.com. He’s right that that was bad advice. Digg was still fairly new when the book was submitted to the publisher last October, and time has demonstrated that my recommendation was misguided. He has a good point.

He takes me to task for using statistics from Alexa and Technorati to validate the significance of trends and the influence of blogs. He notes accurately that Alexa relies upon a limited universe of users of its toolbar to estimate traffic statistics, which skews the results. This is true; however, the Alexa toolbar is used by millions of people, and should give a representative, if not statistically valid view of traffic performance. Alexa is open about the limitations of its approach, and I should have cited this at least in a footnote. However, in the land of the blind, a one-eyed man is king, and Alexa is the best we’ve got.

The same can be said of Technorati, whose blog popularity ranking has been both hailed and reviled. I cited Technorati rankings generously in the book, mainly because it is the measure of popularity that bloggers overwhelmingly told me they use. Blogpulse has a similar ranking, but its universe is much more limited. While Technorati has its flaws, bloggers pay attention to it and I think that has merit.

Mr. Gomes comes away with the impression that I lavished too much attention on the Technorati A-list, thereby downplaying the importance of less prominent bloggers. If this is the impression the book leaves, then I did a terrible job of making my case in Chapter 4, titled "Measures of Influence." The whole point of that chapter was to emphasize that A-list bloggers are influenced by many others, and that any campaign that focuses exclusively on the A-list is ignoring the sophisticated patterns of influence that work in the blogosphere. As noted in that chapter:

“Most A-list bloggers actually select at least half the items they choose to highlight from tips sent in by their readers, many of whom are small-time players. So the supernodes actually get their energy from satellites of much smaller influence who have their ear… [E]ven small players in the blogosphere can exert an unusually high level of influence depending on who is reading them. It is a modern version of the six-degrees-of-separation model. The blogger without much influence may actually be a link between two bloggers who have significant influence.”

He points out that I incorrectly identified Steve Rubel as head of Edelman's new-media consultancy. I stand corrected. I did send Steve an earlier version of that material for his review, but I evidently introduced errors after he had seen the early draft.

Finally, Mr. Gomes chides me for claiming that entertainment and celebrity blogs "don't generate much cross hyper-linking activity." In fact, that statement was attributed to a researcher at Nielsen BuzzMetrics in the context of a discussion about patterns of influence. While that doesn't absolve me of blame, I did not present the statement as being my own.

I offer these comments solely in the spirit of giving my perspective of these issues. In reviews of any kind, perception is reality, and Mr. Gomes’ perception of my misfires are my responsibility to correct, hopefully in a second edition. He says he’d be willing to read it :-).

Labels: NewInfluencers, social_media, social_media influence

  ¶ 2:52 PM 2 Comments Links to this post

  How to create brand advocates My article on brand advocacy published today on iMedia Connection. It's all about how to use electronic tools to engage with customers and make them your best sales representatives. I'd love to get your feedback and war stories. I'm starting work on a new book, Secrets of Social Media Marketing, and tales from the field are a key component. Don't be shy to tell me your successes. Failures are welcome, too. Names will be changed to protect the guilty.

Labels: advertising, social_media

  ¶ 3:45 PM 0 Comments Links to this post

  The Wall Street Journal reviews New Influencers Much to my delight, The Wall Street Journal this morning carried a 900-word review of my book, calling it "a persuasive case for companies' reaching out to bloggers," and recounting many of the stories and examples I used to argue for greater marketer attention to social media.

Unfortunately, you have to be a paid subscriber to read the article. We'll see what we can do about that :-)

Having tried (unsuccessfully) for years to get published in the Journal, this was an unexpected endorsement and a very gratifying one. It's good to see marketers coming around the perspective that social media can be a meaningful channel for customer connection.

Labels: marketing, NewInfluencers, social_media

  ¶ 2:11 PM 1 Comments Links to this post

  My interview on Blog Talk Radio

I’ve done lots of radio interviews over the years, and they are invariably similar: the host has maybe three to five minutes to talk and asks a question every 30 seconds or so. You can't slow down because the listener's attention will wane and will switch to another station. It’s invigorating, but also ultimately frustrating because it's so hard to say much that’s meaningful in that short a period of time.

That's why my interview this week on Blog Talk Radio was such a pleasant surprise. Just minutes before going on the air, host Wayne Hurlbert informed me that the program lasted a full hour with no commercial breaks. This is like telling someone in a Porsche that they have the entire highway to themselves. It was such a pleasure to stretch out and really talk ov