Are your social networks too scattered?

On Plurk, my friend Kellye Crane pointed me to a social map that Brian Solis of PR 2.0 did for his online presence - both the places where he maintains a presence, and those where he's simply in touch or aware. Check out his post about it here.

So naturally, it got my gears turning. Since social media is so much of what I do and breathe every day, I'm pondering where the perfect fulcrum is to balance having a social presence with being so completely decentralized that you can't give any one community it's due. Brian says:

The truth is that we are embracing new tools because they’re are either intriguing and fascinating to us and/or because those within our social graph are also adopting them to stay connected and participate in online conversations.

We are responsible for the decentralization of our content and our attention.

Some individuals are using things like FriendFeed to aggregate all of their sites and try to stay abreast of them all. Personally, that removes the unique elements of each community and seems to make participating more about me than contributing to the community, which kind of goes against my grain. And I don't see companies making use of FriendFeed to connect with individuals (please let me know if you know otherwise, I'd certainly be interested!).

Then there are tools like Ping.fm that help you post a singular update to many networks. But again, this takes away some of the interaction quality to me because, in my case, it wouldn't be as natural to hang around and participate in the (hopefully) ensuing conversation.

I haven't yet participated actively on YouTube, StumbleUpon, or Mixx even though I have a presence in those places, if nothing else to understand what they're about in basic terms. Obviously, I've barely scratched the surface. And I haven't even touched many other sites at all - ooVoo or Qik or Utterz. In some cases, I avoid something that seems like a new-but-not-distinctly-different iteration of something I already use with success, like Twitter or LinkedIn.

Shift gears away from my personal experience, and put it in business perspective. Where are my potential clients online? Where are your business' potential customers and clients? How are they using these tools, or are they? Is this all a fishbowl, and are we swimming around just running into the same people in different places?

My savvy and always insightful friend Connie Reece put it this way:

Amber, yes the "right" networks are the ones that will be most profitable for your business, and that will be where your customers are.

Takes a lot of research and careful consideration to find exactly what those are, sure. But to me, this is a critical aspect of making social media strategy a viable, effective part of your overall communications plans. Many of these networks are most familar to the early adopters, or people who focus on this space for a living. But is this where the critical mass of customers is?

Taking the time to understand your customers and how they're using the web to engage with businesses cannot be underestimated. Not every social site or network is going to be right for every business. And participating in one or two at a really engaged, invested level is much more important than having a face everywhere but a personality nowhere. It's also important to recognize that just because I enjoy participating in a social community, it doesn't mean that I'm connecting with a business audience of potential customers. They may be somewhere else entirely.

So what say you? How do you draw the line, and what criteria do you use to make sure your investments of time and effort in social media are paying off? Do you have different criteria for your personal involvement and that of your business? I'd love to hear about your approach.

image by jurvetson

ASPCA: Marketing For a Cause Gone Awful

I'm a huge animal lover. I have two rescue dogs, two rescue cats, and would probably have a houseful if only I had acreage.

But I cannot watch the ASPCA commercial that's been on the air now for several months. (I'm embedding it below, but I warn you that it's hard to watch, and might be near impossible if you're an animal lover. I had to stop it playing on YouTube just so I could copy the link. If you're sensitive, might just skip it and take my word for it.)



It's been running on the Food Network, which is a favorite TV destination of mine. This whole thing is awful to me for two big reasons.

1) Food Network is losing a viewer on a regular basis, because every time the commercial comes on, I switch channels. And often I forget to switch back. This morning, I've switched three times in the last hour, and I now will not go back for fear of running into this spot again.

2) The ASPCA has gone past the line of sympathy and empathy, and crossed into anguish. If I can't watch the commercial because of how distressing it is, I'm not going to be compelled to stay tuned and give. It's causing the opposite reaction - complete avoidance, despair, helplessness. That's not what they're after I'm sure. And I've heard from literally dozens of people who won't watch the commercial either. Are they giving?

Tugging at heartstrings might have it's place in advertising, marketing, fundraising - emotional appeal is a cornerstone of strong messaging, and I understand the motivation. But I think there's a line. I'd be much more likely to get online and give if I saw a spot full of success stories - happy animals moving on to bigger and better lives after being rescued by the ASPCA. Instead, I'm afraid to head to their site lest I be bombarded with horrific images of mistreated animals all over again.

I *know* what the ASPCA does - I'm not ignorant of the mistreatment of animals, it's harsh reality, and the great strides the ASPCA is making to combat it. But seeing it in all of its brutal reality isn't making me more likely to get closer to their organization.

So what do you think? Is this spot too extreme for you, or do you think this is just the right message? Are you motivated to give, or to change the channel?

Blogs from the Social Media Fishbowl

A few days ago, I was asking around on Twitter and Plurk about social media people's must-read blogs. After a good influx of responses and requests to share, here we go! I'm happy that while some of these are old favorites, a few were new to me. And of course this is not an exhaustive list and isn't meant to be definitive; these simply represent the 25 that were mentioned most often (most more than once).

Some focus on PR, some on marketing, some on a blend of everything. Please add yours in the comments, too.



1. The Buzz Bin by Geoff Livingston

2. Chaos Scenario by Cam Beck, John Herrington and Paul Herring

3. Church of the Customer Blog by Ben McConnell and Jackie Huba

4. ChrisBrogan.com

5. Communication Overtones by Kami Huyse

6. Conversation Agent by Valeria Maltoni

7. Diva Marketing Blog by Toby Bloomberg

8. Every Dot Connects (multiple authors)

9. For Immediate Release by Shel Holtz and Neville Hobson

10. Influential Marketing Blog by Rohit Bhargava

11. Logic+Emotion by David Armano

12. Marketing Profs Daily Fix (multiple authors)

13. Mashable (multiple authors)

14. /Message by Stowe Boyd

15. Micropersuasion by Steve Rubel

16. Online Marketing Blog by Lee Odden

17. PR Squared by Todd Defren

18. PR 2.0 by Brian Solis

19. Read Write Web (multiple authors)

20. Social Media Explorer by Jason Falls

21. The Social Media Marketing Blog by Scott Monty

22. Social Media Today (multiple authors)

23. Techipedia by Tamar Weinberg

24. The Viral Garden by Mack Collier

25. Web Strategy by Jeremiah Owyang

Like I said, I could easily extend this into a list of 100+, so please share in the comments what blogs are can't-miss for you!


Image by Mike Licht

25 Reasons Social Media Can (Should?) Be Anyone's Job

Social Media is still a new thing to many people and companies, so I’m thinking optimistically - even aspirationally - here. There are most certainly companies that are ahead of the curve with the way they’re allowing social media to be an undercurrent of many aspects of their business. Here, 25 ways that social media can apply to lots of different job descriptions, no matter what you’re in business to do. Add yours, too, in the comments!

Marketing and PR
This is the obvious category, of course, since these are the folks responsible for crafting, managing, and communicating the company’s messaging to customers and prospects. It’s often (but not always) the “home” for social media in a company. Here, social media can:

• Help you understand if your customers are online, and if they are, what sites and tools they use most.

• Provide insights into your own company culture and highlight your business’ comfort level with social media tools.

• Give the company a human face through online discourse, highlighting the people behind the brand and the hearts and minds that drive it.

• Let you hear how your community – instead of the company – defines the brand. Messaging in their language is more likely to stick.

• Give you human insight into market dynamics, instead of relying on only structured reports or surveys. Take the “pulse” of your community, from their perspective.

• Hear how your competitors are perceived online, too, to identify additional ways to differentiate your brand from theirs.

Sales and Business Development
In sales, finding and solving problems is the key to success, and good listening skills are essential. In the world of social media, business development pros can:

• Locate prospects that might be self-identifying elsewhere on the web without making themselves readily apparent to the business.

• Listen to the words your customers use to describe you, for better or worse. They might write your sales pitch for you.

• Maintain relationships with customers before and after the sale by continuing to connect with them online.

• Again, competitive analysis and insights about how and where your competitors are reaching the prospects that you might be looking for.

• Identify trends and niche markets that you might not yet be tapping.

• Hear how your prospects and clients are articulating their needs and pain points so your future presentations and proposals can address them directly.

• Open more channels for communication – different tools and sites – and provide opportunities for dialogue that are more comfortable for customers.

Customer/Client Services
Customer service can be a never-ending, demanding job but it’s absolutely a make-or-break piece of any business. So, how can customer and client service pros tap into social media?

• Identify product or service issues that are being talked about online first. Believe it or not, some people don’t come straight to the company with their issues.

• Say thank you to clients and customers in their own space.

• Solve minor issues on the spot (even in other peoples’ online territory, like their website or a community forum) and demonstrate that you’re listening. Be the conduit back to the company to resolve more complex issues, faster.

• Build trust by developing and maintaining relationships with customers during a critical time – in between sales.

• Serve as the outward-facing voice of the company to build its’ community and provide a direct line of communication back to you.

• Actively ask for feedback from your customers about their recent experiences with you, and what would have made it better. Doing it live and online turns it into a living, breathing dialogue instead of just another static survey.

Product or Brand Managers
Even though product or brand managers aren’t always directly customer facing, social media can still play a key intelligence role. By listening, your product and brand teams can:

• Identify quality issues in competitor’s products for a leg up in product improvements.

• Hear customer’s “wish lists” that they’re posting on the web for products you may not have, or enhancements to the ones you do.

• Work with customer support teams to develop comprehensive responses to product or service issues in real-time.

• Help develop a useful FAQ for customers and clients based on common issues communicated on the web. Instead of relying on third party forums, make your company site the destination for information.

• Gather anecdotal evidence of innovative ways that customers might be using your products (that could be very different than what you intended!). Great example: Ikea Hacker.

• Create product tutorials that directly address the feedback and issues you might hear from users online. (Best part: go where they are and introduce them directly.)

I didn’t break out executive ranks above because I’m thinking there’s an executive role in every category (?). But as several people pointed out to me, executive buy in is critical. Otherwise, the big gold mine of information gathered via social media won’t be worth a fig. Somewhere, someone has to do something with the insights and use them to move forward.

Seems as though that might be the biggest challenge of all: what to do when you know the information is valuable but there are disconnects? Executives might delegate without being invested in the results. Managers might not be empowered to act. Production folks might not have all the information they need to understand why that information is important in the first place. Perhaps another post for another time. I’d love your thoughts on this one!

Thanks to Geoff Livingston, Frank Martin, Gianandrea Facchini and Sonny Gill and all of my fantastic fellow marketing/social media mavens for their great input on this post! You all teach and inspire me daily.

What do you think, folks? Help me round out the list with your ideas, and let’s share these with our colleagues, clients, teams.

cool image by Ralph Bijker

50 Days (and counting) until SBMU!

Have you signed up for SBMU yet? I'm going, and last month I told you all about why. I hope you'll join us - you've got until August 29th to get the early birdie deal. Go on! I'll wait. (Jennifer is even helping you find airfare deals to get there.)

Done? ok!

So why am I posting again? Because whether you're going or not, your biz might just be right for sponsorship of this super event. You've got a tight knit audience of small and medium business owners and decision makers that might just need to do business with you. And I'm a big proponent of sponsorships that do what they're supposed to do: connect great businesses with the people who need them to solve problems and might not find them any other way. (We all know it's a big pond out there...)

In particular, SBMU is putting on a speed networking event as part of their activities that benefits COSI, the Center of Science and Industry in Columbus. 100% of the proceeds from the tickets and silent auction go to COSI's Community Access program that provides tickets to the center for low income and at-risk families. And the event is open to the public, so beyond just connecting with SBMU groupies, you're reaching out to the Columbus community. My love for a good cause runs deep, so I hope you'll give it a look.

Can your company be a sponsor? Benefits include logos, links, and mentions in Search Engine Guide and Small Business Brief Weekly Newsletters, email connections with conference attendees, a chat with the charity networking event attendees to let them know about you and what you're up to, and the best part: admission to the conference. Go here and have a look at the sponsor packet to see if this or another SBMU sponsorship might be a good outreach for you.

(Note that I mean outreach, not just any old marketing buy. You're reaching and communicating with a savvy audience that's dedicated to investing in their business and in relationships. And you'll get to connect with them personally.)

If you think your company might be a fit, or you know someone who might, drop the Unleashed team a note.

I can't wait to absorb and learn and network and surely have some fun. See you in Columbus!