0Posted by Nate Ludens on March 12, 2011 at 10:40 am
This is the stuff that really gets me excited about social media for businesses, ladies and gents.
Those who know me are probably pretty tired of hearing that I’m a “butts in the seats” guy. (Translation: results guy). I have designed and sent millions (literally) of printed mailers over the last 10 years for many Las Vegas and regional companies. A “successful” campaign was pretty subjective, but it boiled down to: Did anyone show up for the event? Well, mission accomplished. Design six more. Repeat.
That way of thinking seems to be going the way of dot matrix printers, brick-sized cell phones, dialup, and dinosaurs. Check out the analytics that facebook released this week and see the latest way my old stand by phrase, “butts in the seats,” is being redefined. Matt Schlicht from Prezi.com did a nice job of translating the new changes so you can explain it to your boss.
0Posted by Nate Ludens on February 27, 2011 at 10:19 pm
The other night, I was reading a really wonderful blog post by the great Chris Brogan, titled An Insider’s Guide to Social Media Etiquette. It really got me thinking, and here’s what’s missing: a guide for bigger companies using Social Media. Here’s a start.
It’s okay to use a logo. In this case, you’re not a person, you’re a company. I’m fairly certain your followers know this. There are exceptions, but for the most part, you’re the virtual “face of the company,” and it’s a huge responsibility. You represent all of your co-workers, bosses and shareholders. Many very good corporate entities are doing social media very well “disguised” as logos. Here in Las Vegas, the Wynn does a great job on twitter, and they do social media by committee. You see it sometimes by the ^Initials at the end of the tweets. Totally cool with everyone I know.
Respect traditional public relations. If you can, buddy-up with a PR pro or take a class. The fundamentals of crisis control, patiently waiting for stories to develop, tone, and strategy cross over to social media more than many of the nu-social media experts care to admit.
Be appropriate. Don’t tell jokes or do #FollowFridays if you’re a police department or a doctor’s office. Please?
Be helpful. Corporations are on twitter and facebook to put money in the bank. Just because they’re using social media doesn’t mean they don’t want your dough. The best ones embrace the personality of the company. They allow creativity to shine and have some fun while keeping relevant ideas in readers’ minds that relate to the company at hand. A corporate account such as Ford or Nike tweeting about having a slice of pizza or what they’re watching on TV (from the corporate avatar) is just weird, I think. Be cool to people and you’ll build relationships – it sounds tacky, but that’s the name of the game.”The less you be a dbag, and if you treat people like humans, the more you’ll get done and succeed.” – @ManyaS – friend and experienced business twitter guru.
Leave the adspeak in your ads. Your company has an advertising budget, so let that do its job, and please don’t tweet like a radio commercial for a race. (Sunday! Sunday! Sunday!) My friends who tweet for companies always try to be helpful and cater to the people who want the updates. Hey, they already clicked follow or Like, right? My point? Quit dating and start mating.
Be nimble when you’re wearing your Customer Service Representative hat. If someone has a problem with your business and took the time to tweet about it – it’s somewhat of a compliment. You want to take care of that customer as soon as possible. If you have a customer service center on email or phone, but not twitter – note it on your page or bio. (Do they use rotary phones, too? Just curious).
Don’t delete negative posts. If I have to tell you this, go back to 2009 social media 101. There’s several great people to learn from. I started with the afore-mentioned Chris Brogan’s book, Trust Agents. Guy Kawasaki, Tony Hseih, and Gary Vaynerchuk all have awesome books to get you off on the right foot.
Do some quick research when there’s someone calling you out, and be careful not to bite when you’re being baited. Hey, just because someone tweets, doesn’t make them customer of the year anymore. There are trolls on twitter that complain constantly in hopes of getting a free lunch. These creeps are on facebook, too. Block them if they’re a pain in the butt, and don’t be afraid to say no. Use caution, though – mob mentality is one rude response away. One interesting response (I haven’t tried it yet) would be to post a reply, while signed on as your business – on their personal facebook profile. Could be risky, but might help avoid the mob mentality. Let me get back to you on that one. Heh.
Don’t be afraid to have multiple accounts. Managing more than one account isn’t difficult with the software available today. One CEO that I follow has one twitter handle where he can (and does) drop F-Bombs all day long. His company’s handle is much more businesslike. I follow both. If you have the content to back it up, create a help account, a sales account, one for media, etc.
NOTE: This post is a work in progress, so please check back and see how it develops. What did I miss? Was I way off target? Please feel free to comment and let’s discuss it. This doesn’t necessarily reflect my current employer’s opinions in any way.
0Posted by Nate Ludens on October 29, 2010 at 4:52 am
Today’s prominent facebook-API message on every Hootsuite user’s dashboard was kind of a shocker to some, and quite a few comments I read today showed anger or frustration. There’s some lessons to be learned here, and I think Hootsuite’s going to be the one observing their users (us) learning the most.
On some minute level, I have to wonder if it’s a delayed power play from Facebook to sort of show 3rd party apps “who’s boss,” – or perhaps some 3rd parties cut some dev corners to get out a head start on the Social Media App game. This isn’t a hack on Hootsuite – I’m a big fan, and have been an advocate since it’s launch. Tweetdeck, Echofon, Tweetie for Mac, I’ve used them all. Every single one has glitches – the more social networks it operates, the more drama with API calls, the more down time. Chalk most of these up to growing pains. (Anyone all-too familiar with the Fail Whale?)
Lesson 1: You get what you pay for. When Hootsuite announced a few months ago that they were going to a pay model, the company was met with massive Boos and Jeers. Hootsuite retracted, and said they’d chill and develop a new strategy for their pay version. Well, today they showed corporate users (the freeloaders, specifically) that if they want Hootsuite to single-handedly operate a company’s Customer Relationship Management, they may actually want to invest a dime in it.
I wonder what would happen if a large corporation had a call center full of volunteers and donated phones… I digress….
Lesson 2 is for non-professional SM users. Just because you can post and schedule every update on facebook and twitter and your blog and LinkedIn and MySpace – doesn’t mean you should. When was the last time you actually logged into each of your social networks to post on each, individually?
0Posted by Nate Ludens on July 11, 2010 at 1:13 am
If you work in social media like I do, you probably see a lot of tweets, blogs, emails, mobile messages and status updates. We probably read more updates in a week than most people see in a year. Here’s six things I am seeing more and more often, and its kind of disturbing:
1. Wannabe media outlets - If you get your “BREAKING NEWS:” tweets from a fish bait shop or a seamstress, please be skeptical.
2. Google update – fed auto blog posts and auto tweets. Seriously?! You are the equivalent to roadside litter. (Forgive me for this: “Twitter Litter.”) Do you want to read a blog post from someone who never took one second to type even one letter?
3. twitter spammers - If you see a tweet from a profile with an account with a default avatar, 5078 followers that’s following 0, it’s most likely a bullshit account. In fact, I think twitter should restrict users with no avatar. Like, no RT function and a cap on followers until you enter a Captcha word. Or – better yet, make us users enter a captcha word at random sometimes. Like a DUI checkpoint, kinda.
4. facebook event update madness. I have said for a long time that facebook should overhaul their events functions. Again, more captcha, please. I’d love to see more targeting and less “Update All Fans” – but that would be a conflict for facebook, as they rely on event ads for revenue. Investing in more customization in free features probably goes against their bottom line.
5. Everyone’s an expert. The majority of SM experts are really sharp and I appreciate the hell out of them, but some aren’t practicing what they preach. Reduntant tweets for the same blog post? Isn’t this the same as sending me repeat email blasts? What about those who preach authenticity, yet schedule and cross-post (see #6) their tweets, sometimes 20 at a time?
6. Duplicate posts across networks. Some of my friends do this and it drives me kinda crazy. Facebook, LinkedIn, MySpace, Twitter = all different animals with different uses. Mix it up a little, if you must cross-post. Honestly, when are people going to accept that LinkedIn is a virtual resumé. Would you attach a sheet of typed out tweets to your resumé? I didn’t think so.
What’s the most annoying new trend you’re seeing in Social Media, as the industry evolves?
Tonight I read on Allfacebook.com that facebook is upgrading the events function, along with some other sharing upgrades. I haven’t tried it yet, but here’s my take on this upgrade…
Good!
Since the latest interface upgrade a few monts ago, I think facebook’s events function got sort of swept under a rug ( even more than they were in the first place). What I mean is – there’s no nice little red alert button (some of my friends hate those, but I like ‘em) on the top navigation, or anywhere else. Currently, event updates won’t go to your inbox – or ever again to a wall except for the minute its created. No – they go to the menu on the left side of the page, under your inbox. Heck, even “I’m stuck in traffic” wall posts can relatively easily get 10,000 impressions in a weekend.
I’m looking forward to posting some new events later this week. I’ll follow up when I do with results.
Want people to read your fan pages? Or – better yet – want people to invest (spend time) in your social pages? Of course. Every company thinks that their message is massively important. Truth is, it’s only a tiny slice of someone else’s day. You don’t get much time to make an impression. This doesn’t mean your message can’t BE massively important. The trick is making it interesting enough that people want to talk about it, not just read it. Isn’t that the idea of social media in the first place?
I read today on the Social Media Examiner that Americans, on average, spent over 7 hours on facebook in January. 4th overall, according to Neilsen. That’s more than the top 3 Parent Companies combined (Google, Microsoft & Yahoo). This is huge news to businesses who are fighting for that split second of time with their consumers, and have already lept into the realm of social media on facebook.
The secret weapon, in my opinion (and I’m not alone): RICH MEDIA. Photography. (In some cases…) Better yet, video.
Here’s an excercise for you to try.
Instead of buying or printing expensive invitations or sale flyers, paying postage, then waiting for RSVPs, try this: Invite people to your next event on a flip cam or an iphone. Upload it to YouTube. Link to it from your fan page via facebook events. Use a bit.ly link and tweet about both. Your invite just cost you a flip or an iPhone’s retail price, if you didn’t already have one. If you did, you’re pretty much out 15 minutes of your time, instead of the $100s you used to spend on invitations, postage, etc. Furthermore, you can answer questions (“Can I bring a friend?”) and even track the number of people who clicked on it via the kick ass bit.ly plug in through Firefox.
New drink at the bar? Show me. New employee? Introduce them. New location? How about a tour? New item on the menu? Show me that, too. Best part: letting people talk about it afterwards.
Watch and see how sales spike, how people know your new staffer, and know their way around the store.
I didn’t have any video on hand, so I thought I’d include this piece from the good people at socialnomics.com. Just because it would be pretty stupid to have a blog post about rich media and not include some, right? One could even argue that I should have posted this via video, huh?
Shortly after people figured out how to make fan pages on facebook, there was a movement for a Thumbs Down button or a “dislike” button. Today, in Google’s big announcement, I picked out that they have implemented this feature in Google Buzz. Quite a few blogs do, too. It seems that social media has, at times, become a bitching board. Let me explain…
For my company, I monitor a lot (a LOT) of tweets and facebook posts in any given week, and let me tell you – there’s a gang of people on social sites that do nothing but complain. Traffic, lunch, airlines, TV, music, and of course, politics are common areas where seemingly, no one is ever happy. Don’t believe me? Spend some time on Yelp.com searching for your favorite restaurants.
Personally, I dislike the idea of a dislike button. As I said earlier, social sites are already littered with negativity – why encourage it, Google & Co.?
I’ve said this before to some friends and they all agreed. What do you think? Hypothetical situation: you and a date go out for a great meal or a movie. If the meal or movie is fantastic, you cowboys and cowgirls don’t have a tendency to reach in your holster for the ol’ iPhone and dial up Yelp, Twitter, or the company facebook fan page quite as quickly as you would if the meal sucked. Am I right?
Let me make something clear – I’m not for censoring the web, or covering up the truth when someone reaches out to a social site as a means to fixing a given problem. Actually, I’m in favor of connecting with companies by whatever means they provide, be it facebook fan pages, twitter or a blog. Hey, let’s hold businesses responsible if their cause or company makes mistakes. I just don’t know if we should be loading the gun and aiming it, too.
Be smart about Social Networking. It’s a concept that some people aren’t familiar with.
Go where your clients are. i.e. if they’re on Facebook, be on Facebook. Don’t just “keep up with the Joneses” – find new, innovative ways to utilize these social tools. Be creative! Don’t just have a MySpace page for your business just to have one. I used MySpace to find models for photo sessions, Facebook to invite people to events, Twitter to tell someone your plane is delayed. (Side note: I used to think “who gives a shit if you’re stuck in traffic or going to lunch?” when I saw someone’s tweet. Now I get it. Hey – Social Media is all opt-in, after all).
Old-School businesspeople are up in arms (it seems) about “Is it making you money?” You will never see a dollar = time ROI from Social Media. It’s ridiculous to expect one. Just as it’s ridiculous to expect every person who sees your billboard to buy your product. It’s different in that you can engage your clientele like a billboard never could – so engage. Or get the hell off Facebook and concentrate on updating your company website or design some new business cards or something. Lots of creatives use Social Networking in brilliant ways (proofs, feedback, events, tips, etc.)
Oh, and it’s FREE.
*Part of this post was originally content from my comment on this blog post by FreelanceSwitch. FreelanceSwitch is The Undisputed Heavyweight Champion Resource for Freelancers. If you don’t subscribe, you should. Go there now. Thank me later.
Wow. My head is spinning with so much new info. It seems like Thursday’s sessions were a month ago.
I’ll keep this short, because I’m hardly an aficianado for BlogWorld09, it was my first year attending, after all. Personally, I went to bwe09 to learn about social trending, get some help with a few problems, and peek into what’s next for new media. Each of these were answered, and I think my company is on target for big success. Being a corporate blogger, with B to C (Business to Consumer) priority, there were few courses aimed at us – didn’t matter. My team was able to flex and see many other sides of our next phases into social networking. Moving ahead, I’m interested in trending for travel, retail, entertainment and gaming (Vegas, remember), and I got a great insight into some other areas, as well.
If there were any repeating trends, it’s a very positive report for consumers. Maybe because it has to be. Consumers hold a ton of power now that well, hasn’t been the case in recent memory. Conversational, Two-way marketing initiatives are the way to go, if your company isn’t doing it already. Getting to know your _________________ (insert: segment, demographic, target, guests, clients, customers, etc) is now easier than ever using blogs, facebook and twitter. It seems like the only big fat losers are the poor market research companies who do used to organize focus groups and get paid handsomely for it. Oh, and MySpace. (Who?)
What was missing? Not much. It would have been nice to see a keynote from Facebook or Twitter representatives. Perhaps it’s not the proper place. Maybe I just don’t know where that convention is yet. I would love to see a Facebook Damage Control panel, but that might make it seem okay to violate Facebook Policies.
I picked up a ton of new followers on Twitter this week, which I appreciate. I also picked up Chris Brogan’s book, Trust Agents, and I’m tearing through it this week. I’m only about 40 pages into it, and I can say this: Buy the damn book.
