“The goal was not to sell units, but to increase favorability about the two brands among younger consumers,”?
What do you think? The visual imagery, the soundtrack, it’s just done right and yet, where is the product? Created for Intel, does this have to make sense to be good or effective? Do you think the 55 million people who viewed it felt that they have been marketed to?
Is it reputation management, perception management? Or search management?
I was recently directed by Tom Martin to read an updated post by Rohit Bhargava on Social Media Optimization and while it did get me thinking again about something I had not given much thought to in a while, it, like many other blog posts, opened up another footlocker of thoughts.
As I’m wont to do oh so frequently, I started thinking about the term reputation management and what that really meant. Literally defined for us in the digital world, it’s the practice of managing your orgs reputation online.
For most of us lay people, reputation management means trying to control or do something about the bad comments that show up on Google’s first page of search results about our brand. That something is usually defined as using social media and search techniques to make it go away or… Could we say that might be… Social Media Optimization?
Don’t get me wrong, I love Rohit’s definition or ” new rules” of SMO
But you see, at the end of the day the number of social interactions/engagements you have, and the number of social profiles you have, and the number of social platforms you play on, all to a certain degree will be reflective in higher search rankings. So essentially Rohit’s 5 new rules contribute to better search results.
# of social interactions + # of social platforms + # of profiles = Better search results
Which means the reality is the sum total of all of this activity will alternately end up driving perception. So given that SEO is a key component, ancillary as it might be to contributing to social media, it still is the key determining factor in driving perception of people and brands.
I will say it again.
SEO and Social Media are inextricably joined at the hip.
So is managing your reputation via search and social also include your ability to understand the key components of search?
You bet it is.
Which means that bad companies ( poor customer service, bad products, etc.) could be very adept at SEO, and given that your perception may be controlled or driven by a manipulated or “gamed” search hierarchy, you would never know they suck.
Your perception of their reputation is skewed by a high search ranking and a search result that may have also been manipulated or influenced by surface level social media participation as well.
Which means that the algorithm is flawed.
Given that most of us are intent on putting our best foot forward and are hell bent on quelling or snuffing out negative press-it would seem to me that a full understanding of the implications of search along with a full understanding about the power of how all of your social interactions influence reputation management would be a sound business decision.
So here’s your takeaways.
A word to the wise is sufficient.
In part deux of my series on social media best practices for Ari Herzog’s blog Ariwriter, I had planned on talking about elaborating on the need to “experiment with effort” or “experiment with engagement”. By that I mean don’t just sign up or register on a lot of different social sites and expect the relationships to bubble up from there. Put forth some effort.
But in lieu of expounding on that I give you the second part in the series which covers hiding behind the brand. See what you think and let me know your thoughts.
As a follow up. I want to add that from the conversation that I did have with “the brand”, a dialogue did evolve, and a relationship with the person behind that brand was created. And you know what? That person turned out to be very engaging, enlightening, and earnest. And that would not have happened prior to our discussion about “People versus Brands”.
One of the great things that I love about Linkedin is that you can share information pretty freely with your peers. Of course isn’t that what social networking is supposed to be? One of the many ways that you can share and exchange information is by merely asking or answering industry specific questions.
As I was reading some questions and answers earlier today on Linkedin, I received a phone call from a client who had a client who had a problem. The problem was that this client who had been in business for over 15 years, had some disgruntled customers who had decided to take their grievance or beef online in the form of a forum and blog post. It was more than just one person but it was not an overtly large number. One of the issues appeared to be that instead of calling or going directly to the client to vent or air their grievances, they decided to just go right online and post it. “To let the people know”!
As luck or the SERPS would have it, some of these posts and forums take on a life of their own. They morph into something larger than it really needs to be, and as I said the SERPS will keep these posts alive a lot longer than they need to be. In that pretty soon, when someone might do a search on Company A, instead of getting Company A’s website as the top search result, they get the angry blog post instead. This effect that it has had on the company, it’s image and it’s ability to do business is and has been, to say the least, “not good”.
Don’t get me wrong, in some cases, this form of online vigilante justice is completely warranted as a way to warn others, of unscupulous companies. But what about the companies that have been in business for over 15 years who do things on the up and up, and they just so happen to anger someone? They anger someone who knows how to blog.
Their reputation is forever linked to a SERP that reflects a possible isolated incident for all the world to see, and for all the world to come up with the “3 second impression”. i.e scan the results, read a negative blurb and come up with a negative impression. In other words; especially in the online world, you never get a second chance to make a first impression.
Or do you?
So I was asked if I could help. I’ve actually done it for other clients and it’s a tough haul. Like George Clooney’s role in Michael Clayton, I had been asked to go in and “clean up” a situation. So given that the call came in as I was answering a few questions on Linkedin, I thought that Linkedin might be a good forum to ask the following question: Could social media, given that it’s sites can be spidered very quickly by the search engines, be a way to alter or change a company’s negative public perception?
The answers have come in fast and furious and they really do hit on the touching points of what social media is, what social media can do and what it cannot do. And as much as it is the 6th Estate, it still has some unwritten rules. But lets take a look at some of the responses and you tell me what you think.
This interesting answer to the question comes from Andrew Munro: I think the answer is “it depends…”. I’m fairly certain that a social media blitz will not be “enough to stem negative press” but it may help. One thing to be aware of is that changing any sort of negative perception requires a lot of time and energy. It’s not a quick fix. You need to identify what aspects of the perceptions are key and hen determine how to set about changing those. A first step would be to identify who the key influencers are on the subject, then think about how you build relationships with them to either support them (if positive) or to encourage them to change their views (if negative). Those are the individuals who – through their blogs etc – can help to change perception for you. ANother thing to be aware of is that you need to be subtle and considered about this. Any appearance of trying to manipulate opinion, buy opinion, deceive etc etc etc will blow up in your face and worsen the situation. Think carefully about what you are trying to achieve.
The next answer from Louis Rosas-Guyon who says: “If the company addresses the issue frankly with an open and honest approach then they stand a solid chance of recovery. Americans love it when the guilty apologize. However, if the company adopts a position where they try to spin the situation or to attack then they are doomed to failure. I have always found it’s just better to tell the truth. It is amazing how quickly people rush to forgive you.”
Next up is Sallie Goetsch who really is blunt in her assertion that “Unless the company fixes the problem(s), *nothing* will stem the tide of bad publicity. And it’s better for any company to have a social media presence already established than to suddenly create profiles on all the networks and start sending “We don’t suck, really” messages out on Twitter. Nevertheless, it seems that one company with a consistently bad rap, TSA, has managed to improve its relations with some of its public by means of a blog with open comments. Do everything you can to get your side of the story out–including using social media, but not forgetting more traditional media. But first, fix the problem.”Last up is Erin Berkery who states: “While not every company can alter their negative perception online, there are steps that can be taken both to improve public perception, and the performance of the company.
For example if a company finds a forum discussing their bad performance, it gives them a chance to answer in a specific and tailored way to people who often have had direct problems with their service.
I’ve worked for companies with web forums, and they would regularly post ‘How are we doing?” topics. This would allow them to address what comes up, and (if needed) apologize and deal with it in a professional way.
It also is a good place to explain nuances of the company that the consumers may not understand. It is useful why certain practices perceived as ‘bad’ might actually be better for the consumer.
However, in all of those situations the companies were actively looking to improve themselves, not just their image. If it’s just a PR blitz just to get the word out, many tech savvy people who are in social networks will not be impressed. Also if it is not followed consistently-for example if someone is in a forum for two days explaining why the company performed a certain action, and then never returns, the perception will be ultimately worse than if they were never online. “
So essentially what you are seeing is that all of these people, myself included, feel that though you can stem the negative perception, your best way to “react” to it is to be as proactive, forthright, and honest as you can in re-creating and expounding on your “real” or desired public persona. You are never going to please everyone but if you are upfront and address the issues in a social networking environment, it can go a long way in repairing and heading off any further misdirected public perception. What do you think?
Courtesy of Le Monde here is a cool map of how strong each social network is all over the world. The map provides great insight into what is the network of choice in various parts of the world.
Stating the obvious MySpace has a slight lead on Facebook in North America, while Orkut is growing in popularity in Brazil and India. What’s neat is that most users beyond the Big 2 don’t know about these other popular and accessible sites, thus bringing into focus sites we rarely talk about in the US “starved for anything social media related” press. Examples of sites you might know about are: Cyworld and Mixi which are the #2 and #4 social networks in Asia-Pacific, while Netlog, Yonja, and Skyblog are #3, 4, and 5 in Africa, respectively. And, in addition to being really popular in Latin America, hi5 is apparently #1 in that destination vacation spot… Mongolia.
After reading this entry in Top Rank Blog about tips for marketing with social media, something crossed my mind. Though there were some great tips on things that people can do to use the power of social meda to bolster marketing, I was not seeing THE sure fire way. It was gray. I think it’s still gray, and I’ll tell you why.
Lets take for example Client A. Client A wants to use social media, has heard about social media or at least has heard about blogs for example, and wants to use it to drive traffic to his or her sites, increase sales and or use it for branding purposes. That seems to be a safe assumption for most companies.
Well those are all well and good, but first things first. Where does the client go? You have consultants running around out there claiming to know how to do it, but by the looks of the tips. I saw nothing that was a “business process”. I saw a here try this, or this works, or a you might want to try this or I have seen that…..Get the point? A client needs to know what are you going to do, how are you going to do it, how long is it going to take, and what will I get from your efforts, amongst other things.
The problem is, with social media, though you can measure traffic to a certain degree, the “process” or the initiation of a social media campaign is not an overnight phenomenon. there are some instances of it occurring from a viral marketing standpoint but It’s a process that needs to be cultivated. The issue that most clients have with this business model is that they don’t have time to nurture their presence in social networks. Their businesses require immmediate results and returns.
Businesses know this and need to know this: 1) Here is my customer I know what it takes to acquire this customer via this form of advertising, sales and marketing and channel. 2) Here is my customer, what is it going to cost me to acquire that customer through social media? And what are the steps that you are going to take and what are they going to cost me for you to achieve that? After you first explain to me what social media is…
After they ask you “Is it like Myspace”?
If you the social media marketer come to me and say, “We’re going to create a Facebook group for you, A couple of blogs, maybe a bbs, a couple of microsites, and we’re also going to Twitter and use Stumbleupon as well as a handful of others.” I’m first going to say, “Huh? and then “ok, what is that going to do”? And you’ll say, “We’re branding you, and we’re driving traffic to these sites and pages and they’re finding out more about you”!. To which I will say, “Thats great, how many sales can I expect? What kind of conversion rates can I expect from social media???” At that point I better get a really good answer or another plan that perhaps uses a widget or two that is placed in strategic social media sites that can drive traffic and convert sales.
That’s the real question, or rather one of the many questions. Here they are and you might want to use them as you are approached by social media marketers or companies who will claim to know what they are doing.
The key here is alot of agencies are starting to add social media as it’s own division within their companies. Though there are very few companies and agencies who have done it right over a sustained period of time, because of the “new-ness” of it all. It’s up to you to figure out who can deliver what, and in what time frame. The last thing you need is for someone or some company to experiment with your brand as they muddle their way through figuring out just what works and what doesn’t work with social media marketing.
Lastly what companies and businesses and people need to realize is that social media marketing is a moving target. It’s changing and morphing into something different every day. The reason is, marketers are figuring out new and unique ways to leverage the media to the advantage of the client. Some are proven, some are loopholes, some are brainstorms and some are just plain strokes of genius. Though you still need a concrete strategy as you go forward. It doesn’t hurt to have someone who is willing to take a chance or try something different on your behalf. Keep that in mind as you work your way down the bulleted list. The first of many steps will be finding someone who knows social media marketing and actually has a business model wrapped around social media marketing. As it is a moving target, I’m sure that there are some differring opinons on this. What do you think?
This is a definite “now ” category since we are in the midst of deciding who will be running for president. This list will change but currently it consists of a little bit of everything that is currently relevant to electing the next president. Interestingly enough, the internet has become more and more of a prominent player in helping us decide who we like, fund-raising, and obviously campaigning. Here are our top 15 in no particular order:
essembly-essembly is a free, non-partisan social network that allows politically interested individuals to connect with one another, engage in constructive discussion, and organize to take action.
Election2008 TV– Looks like a social networking site, feels like a social networking site, but kind of an odd name..
20DC-20DC is the first step in the future of politics. The way we elect candidates, organize action, disperse information and even fundraise is changing as fast as Internet technology develops. 20DC has a vast array of features that allow for political discussion and organization
Connect2elect-Connect2Elect is an independent, unbiased matching service that uses some of the coolest technology on the Web to give citizens the power to navigate through the oftentimes confusing process of selecting the best candidate for the most important job in America.
RedBlueAmerica-RedblueAmerica.com is a place where people can find out how people with differing views from their own think. It is a place where they can test their thinking against the best thinking on the other side. It is a place where they can stay current – where they can find fodder for today’s equivalent of water cooler conversations – knowing that they’re getting the whole story. It is a place where they can talk with people who think differently, people who want to engage in a civil conversation about the issues. It is a place where they can share their thoughts, a place for thoughtful dialogue
Politweets- Political twitter
Adonkeyandanelephantwalkintoabar-Probably the best name of the bunch, A Donkey and an Elephant is a social tool and political aggregator for folks into politics and activism from all political spectrums. Connect with other activists in your area and find like-minded groups and events! A great way to keep on top of what’s going on in your area.
Policosmos-a nonpartisan network designed to bring citizens, candidates and elected politicians together in an online community.
Mondoglobo-Interesting name as well, All political change starts with defiance of some authority, some established power structure that does not want to be weakened or eliminated. We are reminding concerned citizens of this simple fact, and bringing non-authoritarians together
TakePart-Locks up my pc with some sort of quicktime error, so use at your own risk.
techPresident-“It is time to find out who can actually claim to be the country’s first TechPresident.”
Rockthevote-Rock the Vote is a non-profit, non-partisan organization, founded in 1990 in response to a wave of attacks on freedom of speech and artistic expression. Rock the Vote engages youth in the political process by incorporating the entertainment community and youth culture into its activities. From actors to musicians, comedians to athletes, Rock the Vote harnesses cutting-edge trends and pop culture to make political participation cool.
Ifimpresident–wel-kuh m] ifimpresident.com (iip for short) is a network that lets your share your political views. [iip nooz] news from established sources presents you with stories to comment/reply to. [iip dis-cus-sions] discussions allow you to create a post, and dialogue with others from the community. [iip pol-uh-sees] policies let users establish their views on some topic, and see how many people agree. [iip e-lek-shun] the 08′ election keeps you updated on news stories from the upcoming election. [iip pro-fayle] your profile provides you with updates of you and your friends actions, to keep the dialogue going.
Lastly Im going to combine Facebook and Myspace into 2. Though they are not niche based, they are still 2 very powerful social networking tools used by the candidates in their efforts to connect with voters.
Are there any social networks geared towards or for the voters that I’m missing? Candidate based social networks do not count, though I’m sure some are equally as powerful at convincing voters that their way is the right way, as the above mentioned are at enlightening poltically minded, socially conscious voters. We shall soon see.
So the logical evolution of social networking is taking hold. In todays volatile marketplace, the success of manufacturers, advertisers, marketers, and media companies in creating long-term value and stickiness depends primarily on their ability to develop great stategies wrapped around great value propositions quickly. So what better way than to use the power of social networks?
I use the terms great strategies and value props. because todays consumers are as discerning as they have ever been. Why? Because they are armed to the teeth with more information than they know what to do with. And now with social networks, the ability for consumers to talk and share and recommend virally, is as big a challenge for marketers et al. as it has ever been. But it can also be a major home run if done right.
That strategy appears to have taken flight with Viacom for instance. You may not know Viacom as well as you do their MTV properties. Having said that, MTV has recently announced that is jumping back into the social-networking game. In 2005, News Corp. outbid Viacom for social-networking giant MySpace.com. Since then, Viacom has largely been on the sidelines in the growing market. Now the company is focusing on creating a vast array of highly targeted Web sites that are loosely connected and focus mostly on programming such as VH1 Classic, Jackass, and Sucker Free on MTV.
When we mentioned product-centric strategies earlier, this is a case in point where Viacom/MTV has a solid brand they are looking to grow and expand into new markets and new channels using all of the resources available to it. One of them being social networks.
MTV’s highly-targeted web sites will be at the core of the company’s digital efforts. MTV sees its content as its strength, and thus they have decided to wrap that content with the power of social networking. In the past year, the company has constructed 32 new sites. The idea is to create a type of assembly line for Web sites. Those sites that find an audience will continue to be nurtured and those that don’t will be stripped down and “reskinned,” or refitted for the next experiment. Kind of like the 10 day “look-see” contracts athletes get in professional sports. They essentially have 10 days to impress. If they don’t, away they go.
Interestingly enough, the company doesn’t plan to spend a lot of cash in promoting the sites. The reason being that they have the utmost confidence in their content and the viral ability of the Web to spread the word. Given that lack of faith, I’m going to give Viacom/MTV a 10 day look-see to see if this particular strategy pays off. It almost gives you the sense that they are saying,”we love your idea, we just don’t want to sink much money into it, until it works”.
While killer business processes, off-the-hook customer service, and bleeding edge technology all play vital roles in todays web 2.0 world, companies that create and buy into solid product-centric strategies and processes with the customer in mind, will be those that build valuable loyal brands and profitable businesses beyond the 21st century. It remains to be seen though if this particular strategy will pay off for Viacom/MTV.
Can anyone add some scalable and yet granular social networking, web 2.0 buzzwords to this bingo card to essentially bootstrap this into a viral marketing message?
Ok so I’m going to go out on a limb and here and say that chances are that most of the common masses do not know what a widget is. Even if you use your computer on a daily basis, there is still the slight chance that you might not know what a widget is. No big deal. Yet…
Simply put, a widget is a portable chunk of code that can be installed and executed within any separate web page by an end user( You or I) without requiring additional work or previous knowledge on the users part. Other terms used to describe widgets include: gadget, badge, module, capsule, snippet, mini and flake.
Widgets often but not always use DHTML, JavaScript, or Adobe Flash. A widget adds some content to that page that is not static. Generally widgets are third party originated, though they can be home made. They add a more rich, entertainment, multi-dimensional feel to a site that might be otherwise static.
Widgets are now becoming more commonplace and are used by bloggers, social network users, marketers, advertisers, and owners of personal web sites. They exist on home page sites such as iGoogle, Netvibes, Pageflakes, SpringWidgets and yourminis, and hundredes of other sites.
Widgets are used as a distribution method by ad networks such as Google’s AdSense, by media sites such as Flickr, by video sites such as YouTube and by hundreds of other organizations.
Applications can be integrated within a third party website by the placement of a small snippet of code. Which is now becoming a primary distribution or marketing channel for many companies. The code brings in ‘live’ content – advertisements, links, images, and video – from a third party site without the web site owner having to update.
Thus the end users can utilize widgets to enhance a number of web-based hosts, pages or drop targets. Categories of drop targets include social networks, blogs, wikis and personal homepages. Although end users primarily use widgets to enhance their personal web experiences, or the web experiences of visitors to their personal sites, corporations can potentially use widgets to improve their web sites using syndicated content and functionality from third party providers. They are also now using widgets as a carrier of their branding message or product.
So where can you find some widgets? The easiest source would be generally on the page you are currently reading, either on the left or right side of the pages. The widgets are dropped in via a widget managment system. Should you feel compelled, check out KickApps which states: The KickApps hosted, white-label platform puts social media and online video functionality directly into the hands of every web publisher who aspires to be a media mogul and turns every web designer and developer into a social media rockstar! With KickApps, it’s now easier than ever for web publishers to leverage the power of social and rich media experiences on their websites to drive audience growth and engagement.
If you are the casual reader, then hopefully this helps you. If you are a certified blogging fool, then this is nothing that you already don’t know. If you are somewhere in the middle, then now you have been enlightended.
Direct Marketing Observations 