Plurkshop #2: Blending Traditional And Social Media

Last night’s plurkshop opened with a great question from Beth Harte, who asked “Would you use traditional marketing to promote your social media efforts and vice versa?”

A great discussion ensued (hooray for threaded conversations), and it seems participants agreed that social media and traditional marketing should work together, and using some traditional avenues to drive traffic to social media sites can still be an effective awareness builder.
The main takeaways from last night:

• Social media should be integrated into an overall marketing plan whenever possible.

• Traditional marketing tactics like e-mail (yes, we all laughed about e-mail being “old school”), direct mail, and print advertising can still have a place in the social mediascape when used to really engage an audience and drive them to great content and information online.

• Traditional media is in fact still going to be necessary and very relevant for audiences that haven’t yet embraced online and social media outlets – older audiences, rural and non-broadband users, or simply late adopters. We all agreed that although all of us are very active in this space, we’re still in the minority.

• The trend is toward more spending on new media, while spending on traditional media continues to decrease. A recent report by Forrester expects that interactive advertising spending will move from an 8% share in 2007 to an 18% share in 2008. Overall, they’re predicting that total interactive marketing spending will surpass $61 billion in five years. Whoa.


And some great examples of Plurkshop attendees and their experiences with the blending of traditional and social media:

• Beth’s company is in a niche market, so she’s planning to leverage some traditional outreach like direct mail or e-mail marketing to drive adopters to a new social platform she’s considering. And, she's working social media planning into her overall planning efforts as a single marketer in the company (you go, Beth!).

• Michael Jones’ newspaper publisher did multi-page spreads in all four of their papers to promote their new website. The result: The day the site launched, they got more visitors than the publisher did papers. And even the 60-year old owner is doing podcasts. Talk about embracing a new medium!

• McDonald’s is running a TV ad campaign right now that by pointing viewers to a MySpace page that’s part of the campaign, encouraging them to submit a new Big Mac jingle. (Thanks to Mack Collier for the heads up.) They’ve also got podcasts on their main website about "The McDonald's You Don't Know", and investor relations issues. They still have that sorta-corporate ring to them, but a solid effort nonetheless.

• Frank Martin’s local newspaper in Roanoke, VA (The Roanoke Times), and several news outlets in Connie Reece’s hometown of Austin, TX are using accounts on Twitter to send links to local news stories and editorial. All of us rather agreed that newspapers are still a little awkward with their participation, but we all heartily endorsed their effort to embrace this tidal wave of social media.

• Andre Natta’s hyperlocal paper, The Terminal, in Birmingham, AL was the first in its market to use Twitter, and the result was markedly more readers for the paper. They use MySpace to update readers and point them to particular stories and news items. And, they’re about to use Facebook and MySpace to promote an event and drive viewers to their blog for more information. They’re still using email marketing too, with great success.

• Deb Robison used Facebook and MySpace to promote a fashion show called Frock Out! Denver for the Denver Library. Some models and designers from the show were on the sites, too, and helped to spread the word. The success was in getting kids to invite their friends and pass the word – and interestingly, the audience spanned the generations. At the event, they actually had to turn people away! Here’s the link to the video they posted on YouTube to promote the event. The best part? Out of pocket costs were zero (just Deb’s invaluable time), and the exposure got them some great press (Denver Post stories were even picked up by news outlets) and large corporate sponsors for this year’s event. What a success story!

The resounding conclusion for our Plurkshop was that traditional media and new media need to work together in this environment to really have success, and social media can be a powerful asset, indeed. As the landscape continues to change, we all need to remember that the point of social media is in connecting people to other people and giving them ways to reach out into the community. It’s not the technology, it’s a very human desire to connect that will continue to drive folks online.

As Connie is fond of saying, “Technologies change, people don’t”.

Want to join us for a Plurkshop? Get your Plurk persona rolling and look for the thread counter that keeps ticking up! Stay tuned for updates from upcomig Plurkshops.

How Plurk Won Me Over

I admit, I wasn't a fan to start with. And I still feel a little hitchy with the user interface. But last evening, I figured out a few thing that Plurk has going for itself and that warrant hanging around and giving them a shot.

Threaded Conversation
At first, the only evidence I found of conversation threads were long strings of people telling each other "Good Night". Snore. But yesterday, I responded to a quick plurk by Mack Collier about what kind of advice us social media folks give to our clients about how much/often to blog. It spawned an impromptu Plurkshop (Connie Reece's witty term) on social media, which several people found helpful, and I think we all took a little something away from that conversation. It's a great demonstration of why Plurk's ability to thread a conversation can be a great group discussion forum. (Read it here)

Unexpected Community Support
There was a young woman on Plurk last night that lost a close friend in an accident. And I thought it was interesting that she chose to share her sad news in that forum. Of course, there was an outpouring of support and condolences, which I'm sure helped in some way, and it was touching to see some truly heartfelt notes of support. And I realized that Plurk's advantage over Twitter in this scenario wasn't a closer personal connection, per se. It was the opportunity to have an uninterrupted thread of support - one unfractured by "my new blog post is up" in the main Twitterstream - that kept it completely focused on the issue (and the person) at hand.

My takeaway for social media in small business was mostly from the Plurkshop and the overwhelming agreement by all of us about the importance of:

• Having a plan
• Starting before it's "perfect"
• Listening before you start
• Practice, tweak, and tweak again.
  

I continue to be amazed by the spontaneous ways that social media, piece by piece, transforms the landscape of both business and interpersonal relationships. It's going to be exciting to see what's next.

Measuring Social Media Effectiveness for Your Small Business

Measuring the impact of using social media to drive visibility and sales for business is still a bit elusive. The big companies have yet to solidly quantify what using social media has done for them, but the anecdotal evidence is overwhelmingly positive. For instance, we know that once Dell started getting its employees involved and participating in communities, there was significantly less negative feedback posted about them on their own site or others. Exactly how that translates into sales for their business is another issue, partially because they have so many avenues to track, and one I’m sure they’re all hard at work on by now. I, for one, cannot wait to hear the results.

For small business, the good news is that it can actually be easier for you to measure the impact of your social media adventures, because you have the ability to personally be out there and communicating with people to get their feedback and input in real time. The social media avenues themselves can be your ticket to quantifying just how much business they bring to your door.

Pick Your Spots and Participate.
For instance, let’s say you’re on Twitter and you spend time there every day chatting with folks. And you use LinkedIn Answers to provide input for colleagues looking for professional collaboration. Perhaps you even have a feedback forum on your website for your products, or allow users to post reviews.

If you’re new to social media, choosing sites that allow you to hold a dialogue can provide a better forum for networking and business development than an ad placement on Facebook, and can make it easier to identify people who move from online contact to prospective client.

And listening is as important as talking. Folks might be talking about you in places you don’t frequent. Chris Brogan sums it up better than I can in this post about how and where to listen online.

Ask Questions.
You should always be asking how your clients and customers find you, anyway. In this case, it’s a straightforward matter of tracking how many people cite these online communities as their conduit to your website (or blog) and therefore, to your company. Sound unreasonably simple? It can be, at least for starters.

If someone replies that so-and-so referred them to you, ask them how they know or found that person, too. It can give you a nice trail of breadcrumbs leading back to the original source. And if you have a new client that found you through other means, ask them anyway if they’ve seen you online, or read your blog. If so, see if that had any impact on their decision to buy from you.

Keep Track.
Small business has a major advantage in social media, especially owners and staffers that are savvy about keeping in great contact with their clients and customers. Pay attention to the people you meet via social media, and make sure to note that in your contact management system, even if it’s just your Outlook contacts. Note the visitors who comment on your blog, and those who sign up for your RSS feed. Flag those email addresses so you know who they are when they come knocking (and they will!).

As a small business owner, you have fewer degrees of separation between you and your customers, and that’s a great advantage when it comes to finding out just how effective your online exploits are. Asking, responding, talking all go a long way. It is called social media, after all!

Photo Credit: Darren Hester

Thanks, George: Laughter As Inspiration

George Carlin was in-your-face, irreverent, vulgar at times. And damn funny. He took serious subjects like war and made them laughable, all while he made a point.

It reminds me that sometimes, you have to stop taking yourself so seriously. That means me, too. I catch myself doing it more often than I’d like.

I’m blessed to be in business for myself, and to be helping small businesses succeed. I work with amazing, smart, hilarious, fun people. I get a great deal of joy from what I do. And there have been so many adventures along the way, many of which deserved a chuckle or two, even when they sucked royally at the time.

So my personal affirmation for the day, and the one I’d like to share in George’s honor, is to inject a little humor into your business. It makes you real, it makes you human. The best relationships are based on trust and affection. And I don’t know about you, but I can’t always trust someone who can’t take their head out of the game for a minute and have a good laugh (especially at their own expense). Sure, there are moments in business to be serious and focused, but not all of them.

There is something exhilarating about peals of good, hearty laughter. Over a cup of coffee, or in a board meeting. Yes, even in marketing. I’ve had some of the most productive and inspirational sessions of my career filled with a little silliness and some great camaraderie over laughter.

So go ahead. Laugh. George would be proud.

St. Peter and the gang upstairs have no idea what they’re in for. We’ll miss you, friend.

You’re Marketing and You Didn’t Even Know It.

I'm fond of saying that marketing isn't just a task you do, it's a living, breathing part of your business. And it sneaks out in the darndest places.

Your Voicemail Greeting.
“Hi, you’ve reached Amber and your call is important to me but I’ll ignore it for several days.”

This is a prime opportunity to give people a 10 second screen shot of your personality. Your voicemail greeting should include, without fail, your name, a thank you to the caller, instructions to leave a name and number, and a timeframe in which you’ll return their call (I like within 24 hours). Infuse some personality. Be happy they called. Then call them back.

Your Business Card.

I know it seems silly, but your business card does not have to be boring. (And unboring doesn’t have to mean that it’s a handheld super video game thing or something). And when you leave one, leave several. It'll be easier for people to pass them along to others and spread the wealth. Cards should always have your name, phone number (direct, please, if you can) an email address, and a website. Don’t ever put generic info@XYZ.com on your card unless it’s supplemented by your real email address. After all, the point is for people to contact you, and if you don’t trust them with your information, why should they trust you?

Your Out Of Office Autoresponder.

This is similar to the voicemail greeting. Be friendly, human, and un-corporate as much as you can. Acknowledge that you’re sorry you missed someone, but that you’ll get back to them in a designated timeframe. If you have an alternative contact they can reach out to, give it to them. And thank them for reaching out. Then RESPOND when you say you will. It’s amazing how much good will a fast response can engender.

Your Email Etiquette

1. Spell check.
2. Double check name spelling.
3. Use proper grammar.
4. Please and Thank You.
5. If sending an email to several people, use the BCC field unless you’re ABSOLUTELY sure they’re all ok with sharing their emails with the other recipients.
6. DON’T USE CAPITAL LETTERS.
7. Skip the emoticons :) in professional correspondence.
7. Remember that email is indeed written correspondence, just without paper. Be open and friendly, but mind the rules of polite letter writing, please.
8. Include a signature that contains your name, phone number, email and website. Keep it concise, and dispense with graphics.

Email is the ubiquitous form of communication right now, and it’s often the only interaction a client or customer has with you for some time (or ever). Take care to make your correspondence professional, open, and conversational so it encourages dialogue. If you have a generic email for inquiries (a la info@XYZ.com), be sure you have a designated real person respond within 24 hours. This whole topic can consume an entire post. Maybe it will someday soon.

Marketing is a perpetual state of mind, really, when you're a small business. Every interaction you have with your customers and prospects is a mini marketing experience, and the small things can do a great deal to elevate your image in the eyes of these people. Be enthusiastic, be human, be polite, and be responsive.

What other small things have you noticed that make a big impact on how your clients and customers perceive you?