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The Marketing Edge, one of the longest running marketing and public relations podcasts.
Host Albert Maruggi, weaves his 25 years of marketing and PR experience across business, technology, and national public affairs in interviews with newsmakers, authors, and business leaders.
Maruggi is a frequent speaker and conducts workshop sessions on new media.
The conversation on Chris Brogan’s blog about personal branding, strip malls and billboards has developed in a way that I think is a bit off the mark. I don’t disagree with Brogan or the comment on the blog post by Christopher Penn that many social sites can and are used as billboards for personal brands.
I much prefer that social networks be viewed as cafes, restaurants and bars along the road. Not franchises, mind you, although you might get that feel from some of them, but unique places in which you’ll meet some unique and some of the same people. To this environment you will add your own experience, commentary and knowledge. You will pose questions that may well inspire others to enlighten the group. You get a little sustenance, bid good day and come back as often as you like. Oh sure, there are plenty who come in trying to sell flowers from table to table, but that’s a bit of a drag for everyone, isn’t it?
Now it may be that you only frequent a few of these places, but doing it in the manner I described above will give social media more value for you and others. When I hear talk about billboards and strip malls, it begins to sound a lot like Web 1.0. The fact is both of these gents, and plenty of men and women around the world, add tremendous value to the social community in exactly the manner I described. We are grateful for it, and as a result do visit their general stores (websites or blogs).
I just think the billboards and strip malls metaphor conjures up images that don’t truly address the enriching and unique experience to be gained from what we have before us. Some may seek to post up a sign and hawk some goods along the way. Me, I enjoy having a cup of coffee and a piece of pie, even a $.99 Margarita when I can find one, with the Brogans and Penns of the world. Their personal brand in social media is what they share with me all along this winding road, not just what’s at their stores.
The airline America loves to love, Southwest, is in a bit of a safety issue with the FAA and Congress. It is reported that some safety inspections were not conducted or planes not grounded. This post is to highlight Southwest’s PR handling of the situation.
As is the tradition of Southwest, they are upfront. Right on the home page of their website is a link to their statement on the story. Excellent. Some would counsel to put it in the news section, let the issue go through a 24-hour cycle and be done.
Compliments to Southwest and their entire team for their candor on the matter. In what appears to be an issue more about paperwork, bureaucracy and miscommunication instead of dangerous conditions. The language being used by media and Congress is predictably emotional: “unsafe,” “threatening safety,” and from Congressman James Oberstar, “one of the worst safety violations.”
The investigation also involves the Whistle Blower Program, which in itself creates an “us versus them” situation and not at a “Let’s see what happened here” investigation.
In addition to the Southwest statement being in position A on the website, the CEO, Gary Kelly, was on CNN this morning and made the expected rounds of media coverage. While this issue must go through its cycle, the initial round, which included Southwest airlines voluntarily disclosing missed inspections last spring, shows Southwest performing in accordance with its image of being upfront with its passengers.
P.S.: And as you’d expect, it’s on the Southwest Airlines Blog as well. Keep us posted, Southwest, and while it’s good to know your passengers are still using you to get away, your PR team is staying put to work professionally through an interesting situation.
My side comment: Blog leader Paula Berg is a class act in any situation. Great work, Paula.
There is a new medium to report about in this podcast, I’ll call the integrated channel. As the consumers of information fragment their consumption across a variety of media, so too has sophisticated media properties built new outlets for focused topics.
In this podcast we feature a website that illustrates an Integrated Channel, it is www.UnderstandingCancer.tv It is a production of Supportive Oncology Services and Multiplicity Media . What makes this different is it has a clear single focus (in this case cancer), it incorporates expert advice about a complex topic, it has multimedia formats of text, audio, and video, it includes a television channel for greater mainstream distribution (ION television network), and aspects of social media.
Understanding Cancer, the television show will debut on March 9th at 5:30 pm Eastern on the ION television network The website provides a holistic approach for the patient and their families who are facing cancer treatment. That spectrum of coverage also leads to more opportunities for marketers to embrace, not advertise to, but embrace those turning to this website for information and comfort.
In this podcast you’ll hear Liz Conway of Supportive Oncology Services the research entity which reviews the medical information on Understanding Cancer TV and Terry Merrill Wilcox, the producer whose outstanding video packages deliver the information and emotion about a subject many will agree is difficult to discuss.
Social media is coming to healthcare. Many hospitals and other healthcare providers have ducked the notion of social media, blogs or otherwise, while the rest of the healthcare system is pushing for consumer choice. This has lead to websites like www.healthcarescoop.com and www.carol.com which look more like people commenting on a hotel stay or buying a big screen TV.
A site like Understanding Cancer TV is a way to participate in social media in a non-invasive way. There is no doubt a number of events are making healthcare a more social purchase and experience. The issue for many providers will be how they handle their social presence on the web.
Social Media Conference Deep Dive
NewComm Forum - Society for New Communications Research conference, www.newcommforum.com/2008/ This is an excellent conference to get to the details of how social media and new communications will impact your profession and company or organization. Set in Sonoma County, CA April 22-25 at the The Hyatt Vineyard Creek Hotel & Spa, there will be lively panel exchanges, provocative presentations, and most importantly plenty of 1-on-1 opportunities to bring home concrete information upon which to make decisions on how to interpret social media.
Podcast Timeline
0:00 – 2:00 – Book giveaway with Paul Gillin The New Influencers and preview of Society for New Communications Research conference.
3:00 – 6:00 Set up about Integrated Channel concept and a frame of reference for this podcast, while it covers Understanding Cancer, the concepts of the Integrated Channel can apply to many other topics beyond healthcare.
6:00 – 17:00 Interviews with Liz Conway and Terry Merrill Wilcox
If you are interested in attending and would like to save $100 send me an email at marketingedge@providentpartners.net for a listeners’ code.
The social media idea path is like watching cells grow and multiply. Here is the exciting path of this idea related to Dunkin’ Donuts and the Super Bowl. Sunday, January 20, I’m on Twitter the night of the Green Bay/New York Giants NFC Championship game. People tweeted about the final moments of the game and upon its conclusion, I started tweeting with my Boston friends who like Dunkin’ Donuts, how that popular east coast franchise can capitalize on the Super Bowl with two teams competing from their two largest markets, Boston and New York City. Those friends included Doug Haslam, Chip Griffin, Geoff Livingston (DC guy but also responded to tweet string), Scott Monty, Sarah Wurrey, and Mike Volpe.
A quick review of the Dunkin’ Donuts website reveals that Dunkin’ has extensive experience working with NFL promotions and even has run contests with both the New York Giants and New England Patriots. Excellent. Dunkin’ Donuts slogan is America Runs on Dunkin’ - Are you thinkin’ what I’m thinkin’?
On Monday, January 21, I thought of an idea and blogged about it on our marketing blog about a Super Bowl contest that ties into the slogan, Dunkin’ Donuts Has a Super Opportunity , the team with the most rushing yards would earn for that market a free something, maybe a Dunkin loyalty card with a free cup of coffee loaded on it or a free coffee during the two hours after the game (you get the picture). I also sent in a link to the idea on the Dunkin’ Donuts website, through customer relations.
on Wednesday, January 23, I received the resonse below. I’ve given the response grades, and invite yours as well. A couple of more data points here. 1) I did not submit to a PR or media inquiry because I did not find an email for one on the site at the time and 2) Dunkin’ Donuts is currently running (pardon the pun) a user generated campaign on You Tube called How Do You Keep America Running.
Here is Dunkin’s reply to our Rushing Yardage contest idea:
Dear Albert,
Thank you for thinking of Dunkin’ Brands, Inc.
We’re always developing new ways to keep our faithful customers coming back to our stores for more. In fact we have entire departments whose job it is to come up with fresh and exciting concepts for products, flavors, programs, advertising, etc.
We also receive many unsolicited suggestions from our friends outside the company, driven by a love and passion for our brands. Most of the time, the suggestions are things our teams have already thought of and may already be working on.
Therefore, to prevent any possible misunderstandings, we cannot accept or review unsolicited ideas such as: patented or un-patented, trademarked or un-trademarked ideas, copyright protected materials, advertising slogans, marketing programs, promotional programs, patent applications, trademark applications, copyright applications, product suggestions, prototypes or models.
Again, thank you for thinking of Dunkin’ Brands, Inc.
Thank you and have a great day.
Michelle
Customer Relations Associate
Ref # 4488839
Here are my grades for their response:
1) Timeliness they at least replied within a couple of days. - A Excellent,
2) Sincerity, it looks like a boilerplate response - C to me some of the copy is a bit condescending , however, I can understand this given that someone might claim rights to an idea, which leads to my next grading topic,
3) Legal cover, nice job lawyers - A
4) Brand loyalty impact, has the response improved your feeling of the brand - B While the response did not uniquely notice the submission, it did attempt to respond in a timely and polite manner and for that Dunkin’ Donuts deserves some credit.
Creative marketing takes time to, well, create, and time to execute. So when I saw a case study about Hubspot’s inbound marketing system on Marketing Sherpa I was intrigued by their approach. Instead of a typical “we are greater than sliced bread” marketing, the Hubspot internet marketingcreated a unique website that invited businesses to use a small part of the Hubspot system. That part of the system is called website grader and businesses by the thousands visited www.websitegrader.com to enter their website. The website is then graded on a series of attributes that search engines look for in ranking sites on a scale of 100. We start this conversation at about the 4:00 mark in this podcast.
Provident Partners, thank God, first pulled an 85, however, still room for improvement. That’s why we have on this podcast Mike Volpe, Vice President of Marketing for Hubspot. We get into the 5 key areas essential to getting a passing grade and increasing the odds you’ll achieve your search ranking goals. And yes, we use the www.providentpartners.net site as the “patient” in this visit to the search engine doctor. Volpe starts this commentary at about the 19:00 mark in the podcast.
5 Key Areas to Improve your website’s rankings are
1) Title on all pages can change
2) Keywords and descriptions meta tags of page content for each page
3) Put blog on a company URL and integrate into your website
4) Domain renewal – sign up for as many years as you can afford
5) Permanent redirect for yourcompanydoman.com and the other for www.yourcompanydomain.com
This Example Can Apply to Other Businesses
Volpe is an excellent marketer who realized Hubspot needed a way to break out in a crowded field of marketing platforms. I believe the tactics used in this campaign can be replicated by other marketers for a variety of product launches, professions and industries. The keys are as follows:
1) Create a web presence that allows prospects to experience part of your product or service.
2) Product needs to have remarkable elements
3) Take the time to understand the interests of the bloggers that write about your space
4) Include was to invite comparison between the status quo and life with your product or service
Some readers might say, well this works for a web-based software product, but how can it apply to other areas. Ok, let me take that one on.
A business consultancy can create an assessment tool in their area of expertise. Technomic Asia a consultant group has an China Readiness assessment tool to measure a company’s ability to compete in the China market.
A winery can have a dinner selection with multiple choice of wines to select, your choice will be compared against what a famous Sommelier recommend with that same meal.
A furniture store, design, or organization consultant can allow users to help themselves using your website. For example Ikea has done a great job with their space planner portion of their website. They depict your space and you manipulate their furniture in it. This is slick and it worked for me two years ago when we redesigned the Provident Partners office space.
If you have other tips on getting good search rankings, we invite you to share them here with other readers.
January 2008 Book Drawing Giveaway
This month we are holding a drawing to win the book The New Influencers by Paul Gillin. Here’s my review of the book posted on Media Bulleye . To be in the drawing, email me at marketingedge@providentpartners.net Good luck. For every entry, comment, and completed survey Provident Partners will donate a food item to a St. Paul, MN food shelter.
Plenty of attention is given to participating in blogs, join the conversation, be open, be authentic, yada yada yada. The early adopters have tested the social media space with ample case studies for dozens of new books and information for panel discussions.
The hidden winners in the blogosphere who get a fraction of the fanfare are market researchers. This podcast is dedicated to the corporate executives who are skeptics of joining the conversation, but as you’ll hear here, have considerable reason to at least listen to it, it being first the podcast and then the thousands of conversations taking place on the web daily.
Look at just one segment of commentary and social media, www.tripadvisor.com, they have more than 10 million reviews of hotels. Forrester research shows that 36 percent of travelers look at reviews and of them, 73 percent report the reviews affect their choices. More from an article in the Philadelphia Inquirer - It’s just the tip of the iceberg known as the blogosphere, but in reality is a bunch of people talking just like they do at parties, conference rooms, or ball games. The only difference is online, you can listen in on them.
This podcast is the second and concluding episode of a conversation with Umbria founder Howard Kaushansky. Umbria, at www.umbrialistens.com is one of a handful of companies that provide detailed insights into what people are taking about in blogs, and reviewers’ comments on the web and to a great extent who is saying it.
The bottom line is this
1) There are millions of comments being made on the web about nearly every industry or profession.
2) Even if your company has no intention of starting a blog, the comments that exist can provide significant insight into your company, your competitors, and your market.
3) Blogs and social media is not just a playground of the younger generation, middle age baby boomers use social media, blogs, and travel sites just as much as the 18 -24 year old set.
On another note, Marketing Edge listener Alison Coffey is the winner of the Join the Conversation book drawing. Our next book is Paul Gillin’s The New Influencers. To throw your name in the drawing send me an email at marketingedge@providentpartners.net with the words New Influencers in the subject line.
Jeremiah Owyang, senior analyst for Forrester and author of the well-read Web Strategist blog, is our guest on the Marketing Edge. You know, as of this posting, he is at the top of the Tweeterboard, a ranking of influencers using the microblogging platform Twitter.
In this podcast, we touch upon his big three trends to look for in 2008 and the following items:
-Social media is like jazz: don’t ask, just listen. He explains it better than I can write about it.
-The corporate structure needs to become more flexible if social media is to gain greater status. Owyang believes 2008 will see a rise in the job function of community manager in large companies.
With more than 3,000 followers and friends on Twitter and Facebook, do you wonder how he juggles his day? First rule: Get up early.
We also get into one of my key themes about social media: It’s making companies incorporate some of the best practices of political and grassroots organizations. Listen, be responsive, be sensitive, seek consensus, build your base — those are just a few. Platforms like Twitter help facilitate the movement of people and opinions that give life to ideas. This is the essence of the political democratic process.
As corporations seek a greater understanding of social media, the social graph will play an important role. This is another Owyang prediction for 2008.
Wouldn’t it be great if you didn’t have to invite all your friends to join you on some other social network? Owyang predicts the expansion of widget networks and with it the expansion of the use of social media in 2008.
Lastly, I promised Jeremiah I’d post a link to one of my favorite places in San Francisco, the Buena Vista, home of the Irish Coffee.
Share your comments on this post. For each comment posted, Provident Partners gives a food item to a St. Paul food shelter.
Last call for the drawing of the book “Join the Conversation” by Joseph Jaffe. Send an e-mail to marketingedge@providentpartners.net and we will include you in the drawing. The winner gets a copy of the book with my comments in the margins; it’s our way of continuing the conversation. Get your e-mail in by midnight on Dec. 19.
The following is a conversation between Al Social and Darrin Marketer, their names have been changed to protect the innocent; they are both avid Twitter users with two very different perspectives on the platform. We invite you to interrupt them with your comments.
Al Social – Twitter has done so much to enrich my life.
Darrin Marketer – yeah me too
Al Social – This summer I kept in touch with the family while kayaking the Fjords of Norway, imagine that texting from my phone to post to a blog, website and mobile while in the water.
Darrin Marketer – Yeah, I saved 20% off a computer on Dell outlet
Darrin Marketer – it’s the greatest freakin’ opt-in Ad server on the planet, these people are agreeing to follow companies just to get essentially ads pushed at them. I’ve got plenty of clients using twitter to hawk their stuff and getting people to agree to get it.
Al Social – no dude, it’s not about ads it’s about idea exchange. You are just gaming the system. It’s all about the collective of people to advance change.
Darrin Marketer – yeah right, ok I got an idea, let’s get people to follow some company that pushes the latest super bargains for that week, what’s wrong with that? It’s all about me baby, all about me.
Al Social – No no, it’s a snapshot at people’s life is not a bazaar.
Darrin Marketer – that’s where you are wrong my friend, life is a bazaar, and everyone is trying to scrap a piece of turf, a piece of attention. Twitter is just another way to pull the spotlight over to you and there is nothing wrong with that. Oh and your boy Santa Cause, he’s helping promote business, so my friend you just proved my point.
Al Social - Well you are surely not being creative, you’re slapping an old model over a new way of connecting. That’s going to ruin it.
What do you think? Is twitter an opt-in ad server, a social hang out, or both?
I have to comment about Twitter, the micro-blogging tool at www.twitter.com. It is like instant messaging to those whom you are following and who follow you, plus your messages post to your page on the Twitter Web site. You can follow hundreds of people you’ve never met. It’s possible to share a subset of followers with others, but it is unlikely two people will have the exact same set of followers. The messages are usually fast and furious and can be disjointed because not every one has the exact same circle of followers.
Twitter’s prompt for your input is “What are you doing now?” The reason I detail this is to underscore the socialness in this particular platform. Twitter has two unique attributes:
1) it is about the now – quick flashes of ideas, reactions, questions and statements, and
2) it can have a very diverse group of people following each other – it’s less about groups of like-minded “friends” and more about sampling the snapshots of individuals’ lives.
This weekend a well-respected blogger, Marc Orchant, passed away. I read this as I was working and occasionally catching Twitter messages (known as “tweets”). At first I was taken by surprise because this harsh dose of reality is not something you’d expect to see. Then others who where among the people I follow paid their respects to Marc I was aware of Marc’s work on Blognation, but did not know him. I read that he and I were of the same generation. . I said a prayer for his family and friends. That’s when I started to think about “What are you doing now?”
This news caught my attention as I learned Marc has a family, and I reflected about when my mother died. I was 12; she was 41. Another tweet appeared. It was someone going to a party. Another tweet about some social media report, then another tweet about Orchant, and another about some new video platform.
Here I sat, observing exactly what micro-blogging and “What are you doing now?” is truly all about. These unique characteristics of Twitter give a snapshot of life, with a bit more detail in the image. It was like looking out of my grandmother’s apartment building in the Bronx when I was growing up right after my mother died. All around me, regular stuff was going on, just like you can overhear the conversations – a guy buys a newspaper, someone is yelling at the driver of a double-parked car, the elevated train rattles the windows – and for me at that pivotal moment in time, nothing was regular.
This was my first experience online with real-life stuff, not just a discussion of blogging or using video or some conference. It hit home that this forum, Twitter, and other forms of social media are different than most communications media that have come before.
This is not some place to hoist a billboard and pitch your wares. It is a place of ideas, for sure, but equally of emotions. It is a place of lives and, now I can see, a place of memories. Social media is first a people place. Marc, your leadership in this special place will be remembered.
The marketing buzz word in 2007 is community. Marketers are trying to plug into, tap into or leverage these social network communities for their companies’ benefit. Not quite sure that’s the right approach here. Communities can’t be leveraged (one step away from manipulated in my dictionary) to your advantage, that’s old model selling in an environment that essentially rejects being sold to.
Chris Brogan makes a good point about power and the social media tools available for the individual to increase their personal power. http://chrisbrogan.com/social-media-as-personal-power/. I believe marketers should view the growth in these powers not as a function of tapping into, but as an environment to participate in. The verbs I used above, tap, plug, and leverage all involve in varying degrees to take from. It’s best to approach this as something to engage in, join, and contribute to. Subtle difference that will enhance the participation for any marketer evaluating what social media means to their company. I also commented to Brogan’s post.
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