Archive for August, 2010

The ROI of Using a Social Media Monitoring Tool for PR Measurement

Monday, August 30th, 2010

Those of us in the social media monitoring industry need to thank the PR industry for providing us with a profession. Early visionaries realized that the social web provided a wealth of information about how messages were being shared.

My seventh white paper in the Let’s Talk about Social Media ROI series is now available! I cover the many ways that a social media monitoring tool will augment your social media measurement and interactions. It covers four aspects of how a listening tool can make public relations efforts more effective by considering:

  • engagement
  • reputation and sentiment
  • influence
  • reach

The paper also references two case studies. It outlines how Edelman has been using a social media monitoring tool to create a quarterly audit for Chevron.

You can download the white paper here.

We also invite you to attend the webinar How to Prepare for and Weather a PR Crisis When Everyone Is Watching presented by Valeria Maltoni on September 7th.

The whole series can be found here.

The Future of B2B Demand Generation Part 1

Monday, August 30th, 2010

Podcast Series

Transforming the Marketing Organization

Hosted by Marcus Tewksbury

Episode 5 – The Future of B2B Demand Generartion Part 1
featuring Russell Kern, Founder and President, The Kern Organization

The last two years have been momentous for the space; on one side the economic recession has elevated its importance, and on the other a number of technologies have come online that enable organizations to manage the buying process like never before. Now… if we can just eliminate the communication barriers between sales and marketing and get everyone working on the same page!

In the first part of this two part series, Marcus and Russell Kern, Founder & President of The Kern Organization will focus on a macro view of what’s changing in demand generation.

A little bit about Russell Kern:

Russell Kern is the founder and president of The Kern Organization, a leading West Coast direct marketing agency specializing in creating innovative, high-performance customer acquisition and demand generation campaigns. Backed by a team of nearly 100 seasoned professionals, his company consults, creates, deploys and manages turnkey campaigns for leading marketers such as Avaya, Cisco, Clearwire, DICE, DIRECTV, HP, Sprint/Nextel, SAP, VeriSign and Zurich Insurance. With more than 25 years of B2B and B2C direct marketing experience, Russell is recognized as one of the industry’s top strategist, authors and educators. He is a frequent speaker for the DMA, a contributor of articles and columns to a variety of industry publications and author of S.U.R.E.-Fire Direct Response Marketing: Generating Business-to-Business Sales Leads for Bottom-line Success, published by McGraw Hill. Learn more about The Kern Organization here www.thekernorg.com

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Which “Talking Head” is conquering the Social Web?

Friday, August 27th, 2010

Next Tuesday, August 31, Jim Reynolds ( @jimmyrey ) will be presenting an Alterian SM2 Analysis of some of the more colorful political commentators to find out who is the most “talkable brand” on Cable News.

We’re tracking Fox’s Glenn Beck and Bill O’Reilly, MSNBC’s Keith Olbermann and Rachel Maddow, CNN’s Anderson Cooper and Wolf Blitzer, and Comedy Central’s Jon Stewart and Stephen Colbert.

 

So far, Fox’s Glenn Beck is generating more buzz than expected and CNN’s correspondents fairing not as well as expected. It also looks like Prop 8 and Sarah Palin are among some of the 5 hottest topics being discussed in relation to the commentators.

The graph below shows incredibly uniform pattern in the number of conversations surrounding the Political Commentators.

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Join us next Tuesday, August 31st for the “Battle of the Talking Heads” to see the results.

Who do you think will win?

———-

UPDATE:

The results are in! Some of the results are as polarizing as their subject matter – with Glenn Beck crowned both the “The Most Loved” and “The Most Hated” on Social Media. The number of negative conversations around Glenn Beck did outnumber positive conversations, but Glenn Beck took the crown for most mentions ; winning 54% of the conversations.

‘The Analyst’ – Mastering Web Behavior Analytics

Wednesday, August 25th, 2010

The Analyst is the third video I’ve directed for Alterian. The focus of this video is to showcase one of our new products, WebJourney, which is a revolutionary behavioral analytics tool for the web designed to bring focus to the individual rather than the website. It is intended to augment traditional web analytics. Behavioral analytics helps marketers identify patterns in the way that customers interact with their websites that goes beyond clicks and views.

In the video, we catch up with three contestants during their final challenge. The challenge is to help a struggling online business called, “Kick It,” tailor their business around the wants and needs of the consumer by tracking how customers are interacting with the site’s content and observing their behavior once they get there. The contestants will each use various features of WebJourney to try and figure out the best strategy to help the Kick It Team. Things heat up during the final boardroom scene as “The Dono,” tries to pick his next analyst. Dexter makes a solid case that customers seek interaction versus interruption when they come to a website and that engaging the individual is a vital step for increasing Kick It’s success. Will that be enough to win Don over? You’ll have to watch the video to find out!

 

This video took a lot of hard work and dedication. For that I would like to thank the following: Tim Claytor, Scott Briggs, Brandon Young, Lin Wan, Davio Pignotti, Elyse DeVries, and Harley Piercy. We couldn’t have done it without their talents. Also, let’s not forget my partner in crime, Kyle Henderick, who helped create it and write it while starring in it. We all look forward to making more videos and showcasing the business solutions that Alterian has to offer and how they can help you be more successful!

You can learn more about WebJourney here: www.alterian.com/webjourney

Social Media will Enhance Honesty Quotient

Tuesday, August 24th, 2010

Guest Blog Post by Hareesh Tibrewala, Joint CEO, Social Wavelength.

The word “Global Village” has been on top of the charts for many years now. You can’t be at an IT conference and not hear this word at least a few times in the day. But we are truly becoming a global village only now…with the advent of Social Networking Sites.

One huge shift that I see on account of social networking sites, will be an overall shift towards more honesty in general human behavior. That is a very bold statement to make and I rest my case on the following:

  • In the good old times, when we lived in villages, it was difficult for someone to cheat another person…. simply because everyone “knew” or was “connected” everyone. In a megapolis like Mumbai, where neighbors are strangers, it is very easy to get away with fraud and deceit. But Social Networks are again making us a village …where a lot of people are connected to a lot of people…and that is going to force more discipline and honesty.

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  • In any society there will be honest people and there will be dishonest people. If we do a plot of honesty levels on the x-axis and number of people on the y-axis. We will see a bell curve emerge. Extreme ends of the bell curve will represent very honest people and very dishonest people. It is my contention that the middle portion of the bell curve will move more towards honesty…thanks to SNS.

Let me share some examples to substantiate my argument:

  • Fudging of resumes is known to be routine practice. Besides fudging names of places where one has worked and the duration of work, candidates also routinely keep 3-4 “versions” of their resume ready. Depending on the job opening, a particular version is put out. Hence a person will have one version of the resume which brings him out as a branding expert (to be used for Brand Manager openings) while there is another version which talks about his expertise in setting up sales and distribution networks (to be used for VP-sales kind of openings). Now both of these are actually 2 different job profiles which require 2 different sets of experiences and skills. Now with something like LinkedIn, the “flexibility” of having multiple versions of “myself” is lost…there has to be one and only one me! I need to be on LinkedIn (that is where people will find me) and I need to be myself (else I will get caught).
  • Avinash, who works in the office as sales-in-charge, applies for an emergency leave since “his mother has taken ill and needs to be hospitalized”. Actually Avinash wants to take the opportunity to meet up with his college buddy Rohan who has dropped in from out-of-town announced. While Rohan and Avinash are making merry at a restaurant at lunch time, Rohan goes ahead and posts of picture of him and Avinash at the restaurant on his Facebook page. Little does Rohan realise that Avinash’s boss is actually connected to Rohan (through some earlier interaction) and will also have access to this posting. Imagine Avinash’s condition when he shows up at office next day morning!

With GPS tracking built into SNS platforms or emergence of sites like foursquare.com, even more transparency is going to get imposed on us. Can’t tell my wife “I am at office”, if I am actually out a nearby pub hanging out with friends anymore!

Do you think social networks will enhance the honesty quotient?

hareesh_6 Hareesh Tibrewala is a social media evangelist and a thought-leader in the social media space. His company, Social Wavelength based out of India, manages and monitors social media communication for numerous international brands. Hareesh received his master of science from University of Southern California and is a serial entrepreneur. Having created a management consultancy business and a e-commerce venture, Social Wavelength is now is his 3rd entrepreneurial venture.

Best Practices for Social Content Management – Part 2

Monday, August 16th, 2010

Guest Blog Post by Scott Briggs, Director of Business Solutions, Alterian .

This is the second part of a two part series on integrating content management & publishing across social media and corporate sites. The first part covered Best Practices for Consumer Interaction on the Social Web.

There is a second area of best practices to be considered, revolving around how organizations create, maintain and share both corporate and user generated content.  Tomorrow’s social media platforms will allow companies to build templates for things like “trade magazines,” “blogs,” or “newspapers” and create content to publish to these “pages” where you can output them as HTML or PDFs that you can then submit to non-corporate controlled sites.With this approach, organizations can use content in one repository for consistency and messaging purposes and then track the use of each asset as it is deployed.

Additionally, companies will be able to store user generated content into their content repository and tie it to the original message; For example, the customer’s feedback on a certain promotion. Organizations will then be able to re-use that public user generated content in a structured manner. For example, positive feedback shared publicly by users on their Twitter account can be published to a corporate asset such as the landing page for the promo or product.

While the space is still evolving, content management and publishing tools that are integrated with the Social Web using best practices can increase brands’ productivity when they engage with their customers on the web, serving the customer with relevant content that can be passed through appropriate approval processes.

Best Practices for Social Content Management – Part 1

Friday, August 13th, 2010

Guest Blog Post by Scott Briggs, Director of Business Solutions, Alterian.

Recently, a client asked us to give them some of the best practices we are seeing from our customers when it comes to integrating content management and publishing practices on the social web and corporate sites. To understand these best practices, I’m going to cover it in two parts: best practices for consumer interaction across the social web and best practices for organizations to maintain both corporately created and user generated content. The latter will be covered in a future post.

Best Practices for Consumer Interaction on the Social Web

One theme that has been emerging is that the primary goal of any social media marketing activity is to create or extend a relationship with a consumer.  We are seeing brands focus on relevancy of message and content.  There is a concerted effort in the social space to avoid the spam problems that continue to plague email marketing. On corporately controlled social web properties such as corporate twitter accounts, Facebook page, or a corporate blog the messages tend to follow a corporate standard and messaging theme. Many organizations are using tools like workflow to setup approval processes prior to publishing on these channels.  This allows corporate marketing controlled messages to be created and approved and then delivered by staff as appropriate.

On non-corporate controlled sites (e.g. industry blogs), messages tend to be more conversational in nature. Instead of delivering a specific pre-approved message, the goal is building a relationship and trust with consumers so messages are geared more towards informational content.

We are seeing organizations use social media, and specifically social media content publishing to provide a call to action to consumers with a relevant message, ideally, on a corporate web site or microsite. The website is the single best place for an organization to get this message across.  More and more, organizations are looking to use other channels (email, social media, etc) as a vehicle to deliver consumers to the website.  In order to do this effectively, organizations need to deliver relevant content to consumers.  The benefits of this approach is that it allows organizations to 1) interact with a consumer and build trust and 2) provide a means to generate an opt-in from the consumer for further marketing efforts.  By delivering relevant messages with a call to action consumers may then opt-in to receiving future content across multiple channels (web, email, etc.).

Part 2 of Best Practices for Social Content Management

The Evolving Role of Data

Thursday, August 12th, 2010

Podcast Series

Transforming the Marketing Organization

Hosted by Marcus Tewksbury

Episode 4 -The Evolving Role of Data
featuring Bernice Grossman, Founder DMRS Group and
Ruth P. Stevens, President, eMarketing Strategy

Insights and campaign performance have always been tied to data, but as the availability and quality of quantitative data continues to expand through the adoption of digital channels it is redefining the role data will play in an effective marketing program.

In this episode, our host Marcus Tewksbury will be joined by Bernice Grossman, Principal of DMRS Group, and Ruth Stevens, President of eMarketing Strategy as they explore how data can be leveraged to drive customer engagement and to optimize marketing spends around programs that move the revenue needle.

Bernice Grossman, 2001 Silver Apple Award recipient for lifetime achievement in Direct Marketing created DMRS Group (DMRS) in 1983 as an independent marketing database consultancy that determines the complete scope of a customer’s project; “architects” the solution, and administrates the vendor solution that integrates all of the systems to deliver marketing databases (MDB’s) that have contributed heavily to the success of leading national marketing programs. (www.dmrsgroup.com ).

Ruth P. Stevens consults on customer acquisition and retention, and teaches marketing at Columbia Business School. She is past chair of the DMA Business-to-Business Council, and immediate past president of the Direct Marketing Club of New York. Crain’s BtoB magazine named Ruth one of the 100 Most Influential People in Business Marketing in 2002. She is the author of The DMA Lead Generation Handbook, and Trade Show and Event Marketing. Ruth serves as a director of Edmund Optics, Inc. She has held senior marketing positions at Time Warner, Ziff-Davis, and IBM and holds an MBA from Columbia University.(www.ruthstevens.com )

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UK Government Websites Cull

Friday, August 6th, 2010

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This is a guest post by Steven Killeen. Steve is an Alterian Account Manager in the UK with a passion for assisting government in utilizing technology to better meet their constituent’s needs.

Government cuts hundreds of ‘unnecessary websites’, the Central Office of Information has conducted a report indicating that £94 million was spent on Government websites. The intimation is that it is too much and a waste of money for the tax payer.

UK Government should learn to utilise the Internet and websites in the same way that private sector companies do. For many the website is the start of the ‘brand’ experience, the window into the soul of the organisation. Why can this not be the same for UK Government? Services should be put online, information, advice and content should all be published and with the help of optimised search engines or single citizen portals, people should be directed to the information they need; it is more efficient and in the long run cost effective.

Martha Lane Fox is the UK Digital Champion and has been tasked with getting more of the population online. Martha is working with Cabinet Minister Francis Maude to review the 820 websites to see which ones are necessary and which one are ultimately for the chop. Labour announced in 2007 that it was going to close 551 websites protecting 26 from closure, but in reality more websites have appeared than have been closed down.

Why?

Websites should be part of a wider strategic communications policy that facilitates interaction and engagement with citizens. A digital engagement strategy allows organisations to address how to communicate effectively with its audience, ensuring the right branding and messaging are being delivered. With the state of the spending review, government departments need to do more with less, even less with less in some circumstances. If you drive all citizen communication from the website, including email communication and social media conversation, then it will not only reduce infrastructure costs but it will also provide a level of consistency and control leading to trust and interaction. Engaging digitally with citizens means that interaction can be measured, which means it can be assessed, it can be monitored to make sure communication objectives are met, which ultimately means a better informed and engaged public.

Should we be cutting UK Government websites to adhere to the Government’s austerity programme, or should we be looking to make the most out of Digital Communication?

It’s time for Social Media to grow up!

Thursday, August 5th, 2010

clip_image002What I mean by that is that social media is maturing and starting to develop definable disciplines. As once Online grew into email, search, display, etc. specialties so too is social today. Many of the pundits have picked up this theme and have started to lay claims around the emerging areas, most notably with the good folks over at Altimeter and their 18 practical uses of social media.

While there is clearly value and great insight in this broader thinking, as a marketer I really only care about what’s going to directly impact me on a daily basis. Reflecting on our experience using social for our own marketing at Alterian I think there is a slightly different bucketing that more closely aligns with the way marketers work and is thus more actionable.

Content Syndication: The cost of distribution is approaching zero. Thank you Mr. Anderson “Long Tail” / “Free”. Previously we had to pay to have our messages distributed. Now we can do it for free. Advertising is moving from the periphery of the page to the center. Except we no longer call it advertising, we now call it content. The etiquette of this advertising is clearly different and what we used to pay for the placement is now being spent on content creation.

While this may be a “social” approach it hails from the same roots as traditional marketing. Get out there and plant the seeds. Hit your reach and frequency and drive someone into deeper, more engaged interactions. This is a bandwagon you’ve got to get on. Looking to the near term future, this is going to become the number one channel for awareness and acquisition.

Community Engagement: “Engagement” as a concept can rapidly become a rabbit hole in social media marketing concept. Without getting into a life skills conversation about building relationships or an academic one about viral network patterns there are some fairly pragmatic approaches that can be applied.

Identify relevant, active communities for your brand and begin to make yourself visible. Comment, contribute content, and anything else you can do to be a productive member of the community. Don’t be shy about intentions, but use good manners relative to the form of communication.

Social Intelligence: As a whole most marketers need to figure out how to become more data driven. Social media amplifies this need. The amount of data now available in our digital begot social world can be overwhelming. The key is to develop the skills and approach needed to convert this data into knowledge.

Zach Hofer Shall over at Forrester has done some good work in this area and has coined the term social intelligence. As a starting point you need to be using social media monitoring for improved targeting. This is the low hanging fruit and the core to successful content syndication and community engagement strategies. Next is the incorporation social campaign promotional history into media performance models. When you start to bump all the interaction data up against one another you can generate new customer insights, but also begin to find new ways to optimize your media mix.

To make social media actionable and relevant you need to break it down into manageable chunks. The intent of content syndication, community engagement, and social intelligence is to present marketers with those chunks in a form that resembles many current day activities. A social media strategy doesn’t begin with one giant leap, but rather a number of small, orderly steps.