Disclaimer – this is not a shot at the USA on its birthday. This is not a political commentary because this is the Marketing Edge podcast and Blog. I hope it will be a quick eye opener to acknowledge that the citizens of America and the world, live in an interdependent world.

Let’s separate Independence the apple pie, flag waving idea from independent growth.

Independence is the beautiful way Americans have been able to worship as they choose, to roam our vast land without “papers” (with some exceptions over our very short history), to assemble, start a business, build an idea into reality, have children etc. etc. etc. That’s our society, warts and all that we choose to celebrate today. I’m in favor of it. Happy Birthday.

Now let’s look at independent growth. This is the notion that we glamorize for individuals who achieve certain levels of accomplishment. You know top ten lists, richest people, All-Star teams, A, B, C, and D Listers. We love to refine things and people to lists, without appreciating how those on the list came to be, how they were impacted by other people and events.

The social web has put a spotlight on the amazing gifts we give to each other, some of which contribute to personal gain and recognition. The concept that we learn from others in this or past generations is not new. One that comes to mind today is the electrical engineer Nikola Tesla whose work was trumped by Thomas Edison in his day, is the foundation for today’s energy saving light bulbs.

Let’s apply that interdependent concept in the area of social media authors. For example. today’s social media thinking by Charlene Li of Altimeter Group on Open Leadership, a wonderful book about the new participating consumer and how companies can embrace them. It’s a premise based on the work of Shel Israel and Robert Scoble in Naked Conversations or the Cluetrain Manifesto Rick Levine, Christopher Locke, Doc Searls, David Weinberger, and McKee Jake. Can we trace some of this thinking to Ralph Nader and his early consumer empowerment? On the marketing side do we owe some recognition to Neil McElroy the Procter and Gamble marketing executive who advocated the concept of brand managers, market segmentation, and several brands under the same parent company?

How about that patio furniture, your sitting on or the grill, or lawn chair at today’s Bar-b-que. My bet is one of them was made by a worker earning $5 a day instead of $10 or more an hour. (Not a political statement just an economic fact of life) What about the house, car, boat for today’s activities, likely owned by a bank now or at some point in the past. This consumerism and ownership is based on the interdependence of individuals and institutions.

America is a nation built on economic and intellectual interdependence. Our roots grew on blood and sweat of willing and unwilling Europeans, Africans, and native Americans (for the most part). Independence – “We hold these truths to be self-evident, that all men are created equal, that they are endowed by their Creator with certain unalienable Rights, that among these are Life, Liberty, and the Pursuit of Happiness.”

In pursuit of these rights we are an interdependent people of the world. Social media brings this to light with each minute on twitter, each shared cause on Facebook, each entry in Wikipedia, and on and on. It has never be clearer to me that our Independence is based on our interdependence which is now expanding beyond our nation as the social web grows. Our fast-paced society likes to pedal short lists of everything, from recipes to
people. I hope that with every list read today, there is a mental asterisk with the caption *this list compliments of the contributions of many other individuals.

Time 14:20

This was a fun piece to put together, let’s face it I went back to Izzy’s Ice Cream three times to research all the different flavors. Izzy’s Ice Cream is a premium, delicious ice cream with unique flavors, some of them available on a limited basis. Izzy’s co-owner Jeff Sommers realized the loyalty his customers had to certain flavors. He also puts great effort, ingredients, and love into the product. The combination of a quality product and loyal customers, gives a business owner great confidence to do what is best for the customer.

Izzys Ice Cream – Flavor UP from Albert Maruggi on Vimeo.

Sommers created a system where customers could subscribe to a flavor and be notified via email, on Twitter and Facebook It’s called Flavor Up – pretty interesting stuff. As the ice cream server replaces the flavor in the dipping case, they also replace the sign with the appropriate flavor name. The sign has an RFID tag on the back which communicates the new ice cream flavor name to a database which in turn updates, well everything. The system was a Sommers brainchild and the Nerdery did the development work along with contributions from other service providers from laser cutting signs to RFID tags.

Izzy’s is famous for “The Izzy” - a delightful little dollop of ice cream to taste on top of most any selection you choose. The concept of the Izzy’s scoop is to allow people to discover new flavors at minimal risk, to reward customers for remaining loyal to a premium product and to potentially engage the conversation about ideas for new flavors.

Sommers brilliantly comments in the podcast and video about the power of the social web crowd to come up with solutions that may not otherwise be achieved, and for individuals from that same crowd to advance an idea that is beneficial to the community at large. This concept and the way Izzy’s has grown a mom and pop shop into a taste playhouse of retail innovation is an example of a social culture in a business. Whatever social tactic Sommers uses will be a success because he begins and ends with the two most important ingredients. They are - a steadfast dedication to a quality product, and the belief a customer engaged with the Izzy’s experience will always look forward to their next time there.

The takeaway of this podcast for other companies is to determine whether your culture is social. After listening to Sommers’ comment on the Izzy mission statement, do you have a similar perspective about your customers. Social media can be used as a marketing tactic, but without a social culture my experience is it will have a short term impact of limited success.

Special thanks to David Erickson from Tunheim Partners for including me in the Flavor Up news conference. David is the author of the e-Strategy Blog.

A number of posts recently about privacy has prompted me to write this post.

Can you trust Facebook? really, no more than you can trust any one organization with many investors. One person is easiser to trust or at least determine if they are worthy of your trust, with larger institutions it gets a little harder in a capitalistic economy.

Second – Privacy on the web is a facade, gone with the credit card, internet, mobile phones, terrorists, ATMs, and our unquenchable thirst for deals, reward zones, frequent flyers, buyers, stayers and everything elsers.

Consumers have opened the door to their own behaviors. We then swarm onto free platforms, Facebook is the 4th largest country. We complain about the ads that subsidize those free platforms, essentially biting the very hand that feeds our free desires to post about private lives then cry foul when those at risk, those being Facebook management and investors, dare to figure a way to pay for the servers in which our data is stored. That’s rich.

Be forewarned, if you jump my case about Facebook not telling us, changing the rules of the game, etc show me your copy of the Terms and Conditions that you read thoroughly. Yes, I’m being snarky to highlight how we have created our own cycle of addiction.

A society so consumed by consumption and connection, so impatient to get to the next thing, through our actions we have relinquished our privacy and attention to details. Oh yes I’m sure there are 100 of you that read T&Cs etc, and can argue the point. It’s a false argument because it’s not the way the majority of people engage with the social web.

Many marketers know this and act accordingly. This leaves a void for government to “save” us from our own impatience and irresponsibility.

I say the system works. You’ll never have true privacy again, and when the social mob screams loud enough, those dependent upon us to actually exist will listen. Facebook is no more if there is a mass exodus of Israelite proportion from the fourth largest country. The plans for this exodus are being developed by the Diaspora great name BTW. I’ll join Diaspora, but I won’t leave Facebook, competition is good – Hey My Space where are you in this!

No worries Facebook lovers, Facebook is circling the wagons they will repsond to the latest political bandwagon. The yelling pendulum will swing back to Facebook investors and the general crowd of those who want to boost revenues. Then Facebook management will come up with another way to minimize their screaming. Look at it this way, through privacy, advertising, or fees, the residents of the fourth largest country will need some taxation. Through it all, the happy middle will include a a degree of suspension of privacy, willingly or unwillingly to feed our addiction.

This is the conundrum of a socialist information society in a capitalist economy.

Time 17:20

All the social media talk in the last year or so is like gnats on a humid, summer day at dusk. It’s time to get inside, take a deep breath and consider the state of social media. I did that with business communicator and IABC Fellow Award winner Shel Holtz. Holtz and I had dinner at Smalleys 87 Club in Minneapolis after his keynote presentation at the IABC gala.

We share some concerns about the state of social media, they are:

1) The continued blocking of access to social sites by more than 50% of companies.

2) Still too many voices echoing the fear of negative comments about their brand or company. (clearly denying access to the social web will shield those ostriches from their critic, sorry just had to slip that in. the timing seemed perfect)

3) Chasing the A list is not the same as gaining influence, it’s about niches and communities.

4) Over promising that social is a replacement pitting communication functions and their practitioners against each other. Business communications is not a zero sum game, nor should social media advocates do so at the expense of other media which will contribute to the ultimate business goals.

So what does stimulating conversation about business communications over a quiet dinner and a couple of beers get you. Some ideas for consideration what it means to integrate social media into a companies strategy.

1) Drop the word social and approach the communications strategy from the end objectives, essentially what do you want the recipient to do, feel, believe. As you plot out how the recipient of your message will interact with that information, who they do so in a digital way? If so, then social will naturally work it’s way into your effort. No big fanfare necessary.

2) Social cultures are easier to create from scratch than insert comfortably in an established institution. Patience and flexibility are key to bringing about change, incorporating social will require rewriting some company policies along with believing in them.

3) Social media is a communications support function, communications is a business objectives support function. Holtz raised this simple concept as a reminder of how the pieces of this puzzle can fit. Credit given to Shannon Paul for the reference point.

What are the chances of social media being implemented as a standard practice? Is it a fad or a true evolution of business in America? Catch more of Shel Holtz on his podcast For Immediate Release with Neville Hobson.

Disclosure: Smalleys 87 Club is a client with good burgers and beer selection. I suggest all consultants have at least one client with these qualities. Follow Smalleys87 Club on Twitter for fun stuff.

Time 32:21

The eMarketer report How Retailers Handle Negative Buzz caught my eye. eMarketer senior analyst Jeffery Grau and I talked about what we are learning from the first phase of retail social media. According to a report by Dynamic Logic and Milward Brown, AdReaction 2009: Brands + consumers + Social Media” 71% of respondents which were social networks users say they follow companies and brand in the retail space compared to 33% who follow restaurants, or 23% who said that follow banks or financial brands.

Grau singles out Best Buy for having success in social media because they are using it across the board. From promoting products and services, to crowd sourcing new ideas about to to customer service. Based on that report I engaged Grau in some of the experiences of retail brands.

Social Media Tactics for Retailers

1) Build a group of supporters who are socially savvy either as an inner circle group or by giving some kind of value. I’d recommend added access compared to a quantitative remuneration in dollars, discounts or products.

2) Expand any PR crisis communications plan with something a little less menacing, such as defining an escalation and response process for public consumer complaints.

3) Extend social media processes to capture new product and service ideas, criticism of competitors and other market research or product development information.

4) It is an “Always-On” environment sad to say, but a party-induced online rampage from consumers late on a Friday night can get pretty messy by Monday morning.

5) Twentieth century structure corporate structures won’t work. Some parts of the corporate retail structure may not reflect the way consumers on the social web behave or expect companies to behave, for example geographic sales territory, delayed responses, and not having access to certain types of consumer data will disappoint and confuse consumers on the social web.

6) Answers Please – If you have a consumer product that is somewhat complicated, it is becoming necessary to have dedicated “answer people” or at the very least respondents to engage those posing questions on Twitter. You especially see this in these products mobile device, computer, and software. Also with these services, travel, finance and taxes, and real estate.

What are your lessons learned during the first phase of experiences with social media?

I’ve been in communications for 25 years spanning all types of the functions associated with organizations “getting their message out”. Those functions included journalism, grassroots campaigns, legislative lobbying, technology marketing, and public relations.

Perceptions are a largely based on perspectives, so laying out this experience I thought would be helpful to appreciate the lens through which I see these transformations. I’ve also experienced working in large companies and venture capital start-ups and mid-size growth organizations. I share this because it plays into the context of the obstacles facing marketers over this second decade in the 21st century.

Marketing Transformation #1 – Naked conversations leads to naked behavior. Gaining insights to consumers as they willingly (or unwillingly) act transparently by giving up their privacy. This data with be cross referenced and used in proactive programming.

Marketing Transformation #2 – Marketing Rhetoric vs Reality Reconciliation made simple with social media. Careful with your company puffery, there plenty of people and chances to call Bull.

Marketing Transformation #3 - Companies as media properties. Contribute to the stream of conversation that surrounds your company without being the center of attention (don’t be that guy, very difficult for some companies to do). Those that do will gain respect and leadership.

Marketing Transformation #4 – Consumers as marketers, really? When the novelty of social communities wears off, and the reality of the time commitment necessary to be social sets in, be ready to answer the consumers’ question What’s in it for me?

Marketing Transformation #5 - Social Culture vs Social Tactics. Plenty of companies will not make the transition which is OK, social culture will be similar to systemic corporate change like Total Quality Management and Six Sigma. There will be a divide between social companies and social hacks.

Marketing Transformation #6 – Greater consumer participation necessary. As the dismemberment of old advertising continues, companies desperately want to know what motivates you, the more you interact, the better the relationship.

Marketing Transformation #7 – Yesterday’s direct mail lists are today’s personal brand networks. Regardless of FTC blogger regulations, established individuals are conduits of word of mouth as being social on the web has significant overlap between helping and being helped, it’s the ultimate form of interdependence.

Marketing Transformation #8 – 2010 is the year of social media skeptic, have a contingency plan. The more social media is absorbed by the mainstream, the more people will try to game the system causing all kinds of turmoil among the ranks of advocates, enthusiats, and critics.

Marketing Transformation #9 - Less about convincing and more about delivering. Taking a page from the World of Mouth adovcates, companies with enough confidence in their ability to build products and delivery services that consumers are comfortable recommending will spend less time having to “message” their way to growth, they will listen their way to profits.

Recommendations

I don’t see the current format of social media being the end game. It’s extremely time and labor intensive and unless companies are willing to commit to those elements of participation, they will merely pay lip service through this initial adoption phase of social media.

Some believe the data is circumspect, sure if Facebook was a country it would be the fourth largest, but what does that mean? What kind of country exactly? Will its inhabitants grow weary of sharing their data, lobbying each other for worthy causes, and doing the work of marketers who were laid off because friends don’t make friend buy bad things? Or will they unify in a community of users of like mind, feed off of their shared new experiences, and expand to improve their current condition?

Time 21:13

Corporate America is getting comfortable with social media. Not every company, and surely not in every situation, but a year after the spike of Facebook and Twitter, and 18 months after social media contributed to the election of a President, social media is finding a spot in the processes of many Fortune 500 companies.

The number of Fortune 500 integrating social media, blogging, Twitter or YouTube content for starters has increased in the last year. Burson Marsteller did a survey of social media use among the Fortune Global 100 checking to see who had accounts on the top few social platforms.

“65 percent of the largest 100 international companies have active accounts on Twitter, 54 percent have a Facebook fan page, 50 percent have a YouTube channel, and one-third (33 percent) have corporate blogs. Only 20 percent of the major international companies are utilizing all four platforms to engage with stakeholders.”

A more detailed longitudnal suudy was done by Nora Ganim Barnes, Ph.D., Eric Mattson CEO, Financial Insite for the Center for Marketing Research at the University of Massachuetts at Dartmouth Fortune 500 and blogging. Not surprising in this comparison study over time of Fortune 500 companies vs Inc 500 companies (Inc companies are much smaller than Fortune 500) the larger companies are slower to adopt compared to their smaller counterparts.

The issue for many corporations is about process. Sure lots of debate about “losing control”, but most companies realized the consumers’ freedom to comment was a reality whether the corporation participated in social media or not. The conversation about ROI for most companies includes a way to somehow create a neat and tidy process for being social. Processes are great because they are easily quantified, look great in job descriptions, HR policies, and performance reviews, and the measurement charts are terrific eye candy.

On yes, and processes for the most part work. They provide structure, guidance, and help unify hundreds and thousands of people in a corporation around a set of business objectives. Which, when achieved, enable a predictable paycheck and all the good things that come with it.

HP Software has been active in social media. They have been blogging for years, but they also have taken the time to think through whether and how social media becomes a part of their processes. Michael Procopio, Social Media Business Manager for HP Software, and a long time Marketing Edge listener has done considerable study about the business of social media and HP processes. I admire Michael because he understands his internal customers and evaluates shiny new objects, without being distracted by them, and is thoughtful and strategic.

In this first interview since taking the new position of Social Media Business Manager for HP Software, Procopio clearly lays out how social media fits into HP Software’s comprehensive approach to the complex B2B technology market. As you listen to this podcast notice how HP Software weaves in experts in specific areas to participate in blogs and the newly launched HP Software Solutions Community, how customers help facilitate discussion about issues that prospects of HP Software may have, and how HP Software will reach out to existing communities within there market base with valued content and expertise.

Procopio has done a classic job of integrating social media in a large business unit’s objectives and processes in the following ways

1) Found ways to plug into current marketing and thought leadership programs

2) Spent time conducting learning and listening sessions with internal groups to get buy and participation

3) Studied the communities and content audiences valued such as Doug Kaye’s IT Conversations (this is podcasting old school pre Adam Curry – thanks Doug)

4) Evaluating and incorporating the latest tools without getting distracted

5) Incorporating metrics to determine value, progress, and feedback

All the best Michael in the new position and thanks for listening.

What’s your corporate America social media story? Is it part of a process or are you a lone operator within the corporate environment?

This series, Social Media Innovators in the Midwest, profiles several business communicators in the Midwest, a place where innovation that’s practical gets high marks. I developed it in part because I believe that innovation is not limited to the few, or the brightest, but is born along a path of experience. Some on that path challenge convention to create innovation, some are innovative within the parameters of convention. The latter may well be a more difficult feat.

On my road trip to the South by SouthwestInteractive Festival, I thought of the enormous collection of ideas, opinions, and individuals that social media presents to our society. As a consultant in this field I’ve established relationships with many of them who are generous with the time and experiences. This makes everyone richer, which is recycled as others build upon and expand the conversation, keeping the community nourished.

Nathan Wright Social Media Innovator in the Midwest from Albert Maruggi on Vimeo.

I decided to turn the camera on a few of these individuals during this 3,000 mile journey from Minneapolis, through Des Moines, Omaha, Kansas City, and Wichita, to ask three general questions.

1) Why are you participating in social media?

2) Have we seen all the benefits social media can provide or are there more?

3) What types of innovation have your seen in the Midwest?

I hope you enjoy their commentary and this series, contribute to enrich the path, and share these videos as you see fit.

Nathan T. Wright – Lava Row

Nathan Wright, founder of the firm Lava Row, has his foundation in advertising, but saw the potential of incorporating social media to achieve business objectives for clients. Follow Nathan on Twitter as @nathantwright

Nathan has the perspective of small business and large corporations which is typical of the dynamic of the Midwest. Des Moines is home to high finance and agriculture, a fairly wide spectrum that gives Nathan a good view about the practical applications of technology.

I covered the South by Southwest Interactive Festival from a mobile perspective because that is the “hot” area for the social web. I am fascinated by location services and what I think are the conservative predictions by web analysts that half of the web connections will be on a mobile device within 3 years.

The mobile device is central to social web 2.0 growth, “because it is carried with the user at most times, is ideally placed to capture information at its source, and is a key enabled of user-generated content and social web interaction.” The report also predicts that the mobile web market will reach $19 billion by 2014.

I am fortunate to have had Verizon Wireless, a regional client, to also be interested in supporting this coverage. We decided to have a little fun with this project as well. I took several new Verizon mobile devices with me, the Droid by Motorola , and Devour with Moto Blur, the HTC Eris, and the Palm Pre Plus and Palm Pixi Plus. Also the Verizon Wireless MiFi mobile hotspot, which I happily named, “Web in my Pocket”.

The coverage around this project is not meant to be a review of phones or service, just how we used them and how they were presented within the context of brand journalism. Author David Meerman Scott talks about brand journalism in his book New Rules of Marketing and PR, also in a recent Marketing Edge podcast episode

I believe this will be the way marketing, PR, and trade journalism morph into coverage of topics, products, and services. It will become part of the conversation of these topics in social ecosystems.

Web In My Pocket

Look it’s one thing to make a voice call driving 80 miles an hour but it’s another to connect to the web, send emails, upload photos from your lap top with Wifi speed. That’s what my traveling colleague Rick Mahn, founder of Social Media Breakfast Minneapolis/St. Paul and I did on this road trip. It was virtually uninterrupted coverage using the Verizon MiFi in the car plugged into the car charger port. We didn’t miss a beat with other work back home or with the Twitter stream following our trip on #smbsxsw Oh, did I say 80 miles an hour, no I was mistaken I meant 70, sorry.

I gave it the nickname “web in my pocket” during the Social Media Breakfast at South by Southwest. The popular morning gathering of those interested in social media and marketing held a wonderful breakfast on March 14 at the Hyatt hotel in downtown Austin, TX. There were more than 200 in attendance which would push many hotel WiFis to the max.

I was either A) selfish or B) considerate in that I did not tap into whatever open network was available, I did turn on the Verizon Mifi, which was a secured network requiring a password, to access the web, twitter and email. It was fully charged so the couple of hours during the breakfast was a snap. I also used it during some of the peak times of the SxSw conference panels which worked out great. Selfish or considerate you decide.

South by Southwest a place to see and be seen for sure. It was for music and film the primary focus of the festival for years, and now it is for the world of social interactive media. Any place where you need to be on a list to get into a party will have that kind of cache (typo intended for geek punery). As a DJ in Philly in the early dance era I get the whole list thing. Let’s put celebrity in perspective, SxSw is not the Oscars, but social media is getting its celebrities. Some traditional celebrities enjoy being a part of the SXSW social stream. Comedian Brian Posehn entertained the crowd at Joseph Jaffe’s party launching his new book Flip the Funnel (Greg Verdino shares some excellent photos

The Twitter trend spikes when Chris Brogan walks into a room or when #secretwinetasting signals, the King of Social Media, Gary Vaynerchuk is pouring into, and for, a party, this one was at Big Omaha. sponsored by Silicon Prairie News

But @GaryVee will likely be the first to tell you that there are no kings of social media. That all those at SxSw and those who are active in the social web contribute to the ecosystem of social. It’s an ecosystem that supports quality content in all types of niches. So Ed Bennett and Jane Sarasohn-Kahn are celebs in health care and Becky McCray rocks the house in tourism circles and Gregory Ng is truly the Master of Frozen Food with Freezer Burns, and the list goes on as long as there is an audience to comprise a niche. No they don’t do wine pourings, but they, as does Gary, command the attention and respect of their audience because of their passion for their content. It’s the foundation of Gary’s book Crush It!

Celebrity Closer to the Fan Base

There is still an element of camaraderie throughout the Austin convention Center that on the social web there is a common thread. The connection that every social media celebrity began from a first blog post, or video or podcast. Perhaps it’s a connection that can be maintained at events like SxSw. There is less distance between those who have succeed in their niche and those hoping to learn from that success. Everyone started out the same in social media and there is still the belief that others can achieve the same level of recognition, and in rare occasion, financial success. Why? because the rules of success are the same, good quality content, presentation, and yes, timing and luck factor into success today just as much as they did in the industrial age. Today It’s just less costly to enter and produce.

The question is whether social media will follow the patterns of the majority of other industries, which is early expansion followed by consolidation. Will the wide open landscape that is fertile ground for the first generation of web 2.0 content celebrities morph into the hierarchal, gatekeeper, celebrity maker, structure of the previous century. Just as an appearance on Johnny Carson was the golden ticket in the golden era of television, will todays’ celebrities be tomorrow’s king makers? If this is the case, then what will SxSw look like in 2015?

Disclosure:
My road trip from Minneapolis to Austin and coverage of South by Southwest is sponsored by Verizon Wireless.

Provident Partners will donate a food item to a St. Paul, MN food shelter for every comment on this blog

Time 10:15

Kansas City social media practitioners shared gems at our South By Southwest tweet up yesterday, thanks to local organizer  Lisa Qualls of Fresh ID.   As Rick Mahn and I make our way to the SxSW tech festival  we are asking consumers and producers of social media about the state of the medium, and how businesses are using it (or not).  Also how consumers are interacting with each other and with brands.  The dynamic debate among this group was outstanding.  

As a journalist of these issues,  as well as a practitioner, these gems of opinions from others are data points I keep in mind as I assess recommendations for companies.  There is no “right way” to do social media, and each case, each company culture has a different perspective, which is why this summary should be viewed as a pantry of good quality raw ingredients, and not a recipe for the one size fits all social media strategy.  Some ingredients may be right for some, companies may have the budget to use them all, some may not. 

1. Measure everything, apply tools like Google analytics, www.bit.ly and www.idek.net (last one shared by Bestofjess ) to every link.  – Really I say?  Really, the fact is whether you are an individual blogging about a passion or a Fortune 500 company selling cars, measuring is one of the major ways you know that what you intended to communicate is what the recipient receives.  Don’t leave it up to the response mechanisms like comments to determine whether you have engaged or not.  Measurement to me in social media is like watching someone’s body language when you are having a conversation.  Those gestures, facial expressions and twists and turns are cues which impact the next message you send.  
2. Explain stuff until people understand it.  Regardless of the “advanced” level of the group there is always something new for anyone in the group to discover.  Whether it’s, “this is an RSS feed”  or this is the beta version of Google buzz, heck, this stuff is being made hourly, there are no experts on everything.  There is constant learn and props to groups like the Social Media Club and Social Media Breakfast who are in local communities creating forums for learning.  Bless you. 
3. The relationship between data, individual, and their location is a condition I call mobile which is powerful.  Mobile services interacting with location based applications like Yelp, Layar, Foursquare and Gowalla (to name only a fraction) come as close to getting inside your head as we have today.  An example raised at the Kansas City meeting was telling.  Jenn Bailey was traveling in New York City, stopped in a couple of shops and local landmarks checking into Foursquare at each location.  After her fourth stop she received an invitation that went something like this “You’ve been busy this afternoon, must be tired, stop by our restaurant and we’ll buy you a drink.” 

   As the group concluded, we’ll give up a little privacy to gain something that  may well be very relevant to us at that point in time and space.   The huge increase in smartphone sales is simply making this relationship easier and putting the power in the hands of consumers as they interact with a society on the move.  Analysis predict 50% of web connections will be made via mobile device by 2012. 

You can see the discussion at the Twitterface page created for the event.   Twitterface is a neat application that allows companies to create a brand experience with streaming video, which is also recorded, and the social media stream.  

Social media is at its best when people come together. That was the case when I met Joel Price, the manager of interactive services for the NFL’s San Diego Chargers at the February meeting of the Social Media Breakfast San Diego. Joel, who can also be found on Twitter @joelprice, is the guest on this episode of the Marketing Edge, which we produced on video. Joel takes us through some interesting topics around the tools they use including Twitter, Facebook, and even an efficient way to use Posterous as a news release distribution system.

Link to video for embed code – San Diego Chargers Do Social Media Right from Albert Maruggi on Vimeo.

The Chargers do like to get social with:

Tumblr
Flickr
Twitter
Facebook
Forums
Posterous – Chargers Media

Think of the unique challenges of social media in professional sports:

• Vocal fan base (yes fans come in all sizes and dispositions on any given day)
• Huge amount of content under a variety of licenses and parameters
• Not the only game in town, these days there is intense competition for disposable income and sports is a entertainment/hospitality combination
• The players themselves are social media celebrities

One might think it’s a double edged sword. Me thinks social media is not only perfect for sports, but mandatory. And here’s why:

• It’s all about fans following the team and players, right? sound familiar
  Candid conversation, from bars to talk radio, tailgates to multiplayer Xbox Madden draft day, bring on the topics. It’s the one category of conversation universally allowed to be raised in any venue, even church.
• Personal brands, yes every player is one and the type of interaction players have with the fans will have an impact on revenue, don’t believe me, ask any parent who’s kid just got an autograph.
• Tweeting while you work (game time) or about sensitive information (personnel changes before they are official) can be a dicey situation that require clear policy guidelines for sure. However, the overwhelming majority of the time, social media is a unique communications experience and an extension of what has gone in for a hundred years in sports. My father would tell me when growing up in New York, it would not be uncommon to see members of the Yankees, Giants, or Dodgers around town. Those days may be gone, but that’s where social media can bring the fans closer to the players and still accommodate the barriers erected by celebrity in the 21st century.

San Diego Chargers on Twitter include Shawne Merriman, Shaun Phillips, and Antonio Cromartie among others. There is a great website called Twitter Athletes that is a comprehensive list of hustling professionals players using Twitter.

Some in professional sports are a bit confident and out spoken, no surprises here right? Ozzie Guillen, manager of the Chicago White Sox, was ruffling some feathers because of his Tweets. I say that’s a bit odd, you let the guy give press conferences, yet you are nervous about Twitter?

What’s your take, if you owned a team, what would your policy be for your players? Remember, every comment we get, Provident Partners gives a food item to a St. Paul, MN food shelter.

Time 22:27

This podcast is part of the Marketing Edge series of conversations with speakers at the NewComm Forum, April 20-23. This comprehensive conference produced by the Society for New Communications Research is one of the best events of the year covering social media, networks, and policies. It is a packed agenda and if you register use the promo code NCFPPP to save money off the registration price. In this podcast we feature Eric Schwartzman, who helps corporations and large government agencies establish social media policies.

Many a social media speaker will suggest that the rules regarding employee’s public discussions about the affairs of an employer are covered in most HR personnel documents. Whether those discussions take place over the telephone, been around since the late 1800s, or on social networks – I heard Andy Sernovitz talk about creating a policy that simply adds social media to the list of communications devices in public disclosure documents email, fax, telephone, social media. And yes in general that is quite true, we need not make this more complicated than necessary. When it comes to the issue of individual employees and their public disclosure about company information, a whisper at a trade show booth is no different than a Tweet ahead of the quarterly earnings report.

Great, now that we’ve established social media from the context of distribution channels, let’s examine the potential details of a policy across an organization with tens of thousands of employees with sensitive information, a visible brand, involved in controversial issues and now essentially conducting customer service in public. Yes, this requires a little bit more thought. Should there be official blogs or should everyone be allowed to blog? should there be a corporate blogging platform? Should there be a corporate workflow process to handle customer service type social comments? What are the enforcement, monitoring and punitive policies?

In this podcast with Eric Schwartzman and I highlight Eric’s presentation to the NewComm Forum. His presentation entitled Building a Social Media Policy covers the ups and downs of securing consensus and how social media involves a bit of change management to create a successful policy.

Does your company have a separate policy for social media or is social media included as another distribution channel for corporate information?

We donate a food item to a St. Paul, MN food shelf for every comment we get on this blog.

Cathy Dunham a Marketing Edge podcast listener from Lannan, WI. She listens to the podcast with her colleagues at KKom Marketing. We’ll send out the book World Wide Rave by David Meerman Scott to you this week. Cathy thanks as well for your email compliments on this piece about generating leads with social media. If lead generation is a a topic of interest give a listen to Swartzman’s interview with the CEO of Slideshare about using that presentation community platform as a forum for thought leadership. His podcast is called On The Record Online.

The Marketing Edge podcast will also have more with David Meerman Scott. we’ll have him on a upcoming episode of the Marketing Edge podcast about the second edition of his book New Rules of Marketing and PR. The New Rules of Marketing and PR is available now.

As I watched the Super Bowl the talk online was about the commercials and brands. The online chatter focused on the medium and interruptive ads. Although I’d be hard pressed to say that these ads were an interruption, at least during the Super Bowl, ads are eagerly awaited, a rarity surely in the world of advertising.

I learned more about social media by watching the game. The game was a reflection of the crossroads at which corporate communications and marketing stand today. The choice to go by the book, stick to what’s been done, surely it worked in the past, but it’s been done; or the choice to be different, to be daring in the face of predictability. The choice to go against “conventional wisdom,” the choice to do something that will make people talk.

That’s right talk

What Da? he’s not going for the field goal? Did you see that,?! The Saints didn’t kick the sure 3 points in the second quarter. What Da, off sides kick to start the half? Who Dat? They must have believed in their product eh?

Second guessers, the world is full of ‘em in every profession, on every topic. Detractors, every company and every product has them, even if it’s because the product is perfect. Some people don’t think Michael Jordan is all that, they are not Jordan fans. I am not one of them, but I have run into a few.

So now that we’ve accepted the fact that we can’t please everyone and there will be critics. What are we going to do to make people talk? There is an old expression people would use to convey that the product or experience they had was mediocre, it goes, “It was nothing to write home about.” Isn’t that the antithesis of social media, I must give you something to write home about.

Well the Saints gave us something to write home about and on blogs, on Twitter, on forums, on YouTube etc etc etc. And if they lost, their decisions would still be the ingredients of our content. Why? Because they dared to be different, they dared to have confidence in their skills, their preparation, and each other. Aren’t those the attributes you want a company to have? Those attributes bring freedom.

Freedom to accept the results of your decision, freedom to try something new, freedom to believe your fans (Superdome fans or Facebook fans) will understand you.

This is the essence of being a social company, not just implementing social tactics, but truly being a social company. Why, because social media is everywhere and growing. Companies that get high marks for the social strategies are usually not those that play it safe, it’s those that play it straight. Of course mistakes will happen, own them. Of course your customer may have a better idea than the creative employee making six figures, embrace it. Of course you have hundreds of people that like what you do, give them a forum.

Thanks Sean Payton and the New Orleans Saints for breaking another barrier in this new century. A century that is shedding light on the illusions of the last century. The Illusion that we can’t really control or predict the future, but that we can only prepare for the present and react to what it gives us. Dreams can be more powerful than plans.

Time 18:10

Alleluia the Mass Market is alive and well, we have rediscovered the masses. This is good news for all those companies that watched their mass market target disperse like cockroaches when you turn on the lights. Now the bad news, the path to reach them is through 1 percent of the people that participate on-line in social media – content creators, commenters, and communities. In this podcast, we chat with Jackie Huba, co-author of two books Citizen Marketer and Creating Customer Evangelists, about reaching the One Percenters as Huba calls them, and how they are the new gatekeepers to the mass market.

Huba is a keynote speaker at the NewComm Forum, a three day conference, April 20-23 in San Mateo, California, full of interesting learning about the application of social strategies in business, non-profit, and government, and as always excellent networking. As a listener and reader of the Marketing Edge podcast and blog use the promo code NCFPPP to receive a $200 savings if you register by March 12.

One of the interesting parts of this conversation with Huba is when she refers to social media as the “canary in the coal mine” for many companies. Huba is on the money with this metaphor. I associate this idea to political communications, a place where rumor can become perceived as fact fast. Political communicators are indeed accustomed to this position, I was in the national political environment for a decade. The speed of information puts an enormous burden on corporate communications to be tuned in 24/7 and on the corporate communications process (by that I mean approvals and empowerment) to be efficient in reacting to unfolding events.

Enjoy this podcast and use the promo code NCFPPP when registering for the NewComm Forum. Huba’s blog along with co author Ben McConnell is the Church of the Customer an interesting read as well.

How are you approaching the One Percenters? Do you think they are gatekeepers to the mass market, or do you approach them as market segments, separate communities similar to market segments?

Re-Tweet Shout Outs

I had fun last night during #brandbowl Twitter’s conversation about ads during the Super Bowl. Thanks to stephaniethum , shashib , and tkpleslie for advancing the conversation about when we’ll have television advertising created on the fly based on social conversations. It won’t be long now I’m guessing.

Remember comments to the blog result in a food item being donated to a St. Paul, MN food shelter. Your opinions matter.

Time 26:57

First, I dislike the kind of headlines like the one above. It’s called the Reason Why Headline and it is one of the most effective at getting the reader’s attention. I dislike it because it proliferates across the web making thousands of websites look the same, but I can’t argue with Copyblogger and other copy writers who say Reason Headlines are effective.

Yes, lead generation starts with getting attention and good headlines are one of many components. Of course there are more ways to get attention than headlines, and social media provides many opportunities. In the context of generating leads for a complex type of sale, integrating social media is becoming essential. I’ll define complex sale for B2B and B2C products and services in the following way; in the case of B2B it is usually for business mission critical products and services, like enterprise software, strategic business consulting, and/or decisions that touch many departments in a company and have a significant financial investment. In the case of B2C it is usually a higher ticket item, that will have a long duration of usage, where there is a potentially strong brand attachment opportunity; products such as appliances, computers, and vehicles are examples.

Second, in the world of long sales cycles, relationship building, and credibility I believe the following are essential elements to generate leads:

1. 1. Content that is valued by the audience (beyond the headline, content does matter)
2. 2. Formats that are most powerful (all formats are afford, using video, audio, and mash-ups are effective)
3. 3. Frequency that generates SEO benefits (In this search engine dominated era you have to be known for something, and that something must be indexed by search engines)
4. 4. Community participation (It is anti-social to think your company is the center of the universe)
5. 5. Thinking like a reporter ( I think I coined term is the embedded corporate journalist)

In this podcast with Mark Palony, former digital marketing manager for the enterprise software company Softbrands, we discuss the social media tactics he used in conjunction with traditional marketing tactics. Disclosure: Mark and Softbrands were a long-time client until a much larger company Infor purchased Softbrands last summer.

Over the course of years, Palony integrated video, audio podcasts, audio and video soundbites specifically for individual sales cycles, blogging, community participation, and Twitter, among other social elements, as part of a comprehensive marketing program. These components allowed Softbrands to develop a greater relationship with prospects while establishing credibility among its intended audiences. Examples of integrating social media in the B2B enterprise software lead generation include:

• Video channel with customer stories about implementing SoftBrands inside manufacturing plants.
• Using Twitter to build relationships with SAP marketing and subject matter experts. (this enabled Softbrands, and SAP partner gain greater exposure within SAP)
• Effective digital assets developed for sales process (A video and audio library of relevant content used by sales and in conjunction with blog posts, Twitter commentary, and community comments.)

I think many companies are treating social media as a side bar, not an integrated component of their marketing. Sure they throw up a Facebook page or Twitter profile, but don’t incorporate them in a comprehensive editorial picture. Is this the case from your perspective? Are marketers and corporate communications treating their content as if they were publisher? Are they participating in communities or communicating to communities?

Seminar on Integrated Marketing

Mark Palony and I are conducting a seminar using elements of what we learned during the years of implementing social tactics for lead generation of the complex sale. Some might call this content marketing. The seminar is Friday, March 12, The New Marketing Mix.

David Meerman Scott’s the World Wide Rave will be given to one Marketing Edge podcast listener or reader. To enter, send me an email to marketingedge@providentpartners.net Include Rave in the subject line. In this book, Scott, provides entertaining examples of how companies incorporated social tactics to create digital product advocates.

Time 19:59

If you are business skeptical about social media here is a new way to look at it. What if someone wants to find a new widget (you make, sell or have something to do with widgets) and this person comes to your place. When they get there, they use their smartphone, one of more than 291 million sold in the third quarter of 2009 alone.

They will use an application for the Android and iPhone among others called Foursquare. This interesting application combines the use of the location of the phone, city maps, an increasing database of business, civic, and other locations, and taps the curiosity and competitiveness of human nature.

Here are some screen shots from Foursquare and how I use it. You can see when I check into a place, Starbucks for example, it give the number of times I have told others I am there, points for checking in, and when I do that more than others over a week’s time I can become Mayor of that location. A competitive or at least context reference point compared to your friends on Foursquare and others using Foursquare in that city. Foursquare has a variety of rewards like becoming a Mayor when you have checked in to a specific place more than others in that city, or earn badges for specific types of actions. In this podcast with Tristan Walker, vp of business development for Foursquare, we discuss ways retail and non profits are driving traffic to their venue.

Using the same incentive and reward concepts as scouting badges (or promotions, perks, and discounts, for big scouts) you can drive behavior. Hmmm that health insurance provider cutting those premiums for people who have the Gym Rat badge. The concepts are proven, the integration with other elements of technology and lifestyle are not.

The ability to share a piece of information when you are close enough to do something about it, that’s the logic behind Foursquare’s Nearby Special. I check in at a restaurant across from the Target Center in Minneapolis, and I see a message from the Timberwolves with a link to the game day media report and offers for that night’s game.

Today’s I’m attending the Social Media Breakfast Des Moines where will be talking about mobile applications and how the expansion of 3G networks and beyond, is creating innovation like Foursquare. Follow #smbdm on Twitter.

It’s early, so now is the time to push innovation with this application as a business. Foursquare is looking for what people, businesses, and organizations find of value in geotagging, crowd sourcing, consumer behavior, and demand creation. Foursquare will capture a marketer’s attention in the same way Twitter captured the attention of individuals. It’s a communications platform with plenty of potential uses, many of which are yet to be tried.

Robert Scoble reported this week on Foursquare releasing their API for developers to use with other applications. Ah, here is the catalyst of innovation, once you’ve created something people find interesting, give them the wherewithal to shape it to their needs. Innovation is like cookie dough, not cookies.

Scoble suggest in this post about how developers might use a Foursquare stream of individuals as a map of a lifestyle. Scoble refers to tracing the steps of noted wine expert Gary Vaynerchuk. I think if you are in New York City you might blurt out to your friend, ” Hey I’m going to have a Jimmy Fallon weekend,” and do the same things that he does an a weekend. Yes, this is a much better, honest form of celebrity endorsement.

I’m not sure how to categorize this video example as social media or word of mouth, help.

Find more videos like this on Provident Partners Social Sandbox

Time 23:38

This Marketing Edge podcast focuses on health care and includes an interview with Leigh Ginther director of marketing and public relations of Swedish Covenant hospital in Chicago. Ginther describes the logic, strategy and resources they used to create Swedish Covenant social media programs.

Ginther also discusses how they identified resources of physicians to blog and deliver unique content that attracts patients. They spent some months learning the communities first and aligned those that were most active online with the appropriate service lines

• Nurse and Midwifery
• Weight, Nutrition and Lifestyle Management
• Pediatrics

They also have a program geared to general hospital offerings and awareness.

We get into the details and practical issues of resource allocations for social media programs and whether it helps achieve the hospital’s goals.

HEALTHCAMP MINNESOTA - Come On Down October 24 .

Social Media No Slam Dunk for Health Care

Along with all the hype and hypesters attempting to apply social media to anything that breathes, health care in many cases, is a cautious participant, taking time to evaluate what it means to be social.

While other industries can dip there toe in the water, a subjective opinion about a big screen TV isn’t going to kill me, health care opinions can have consequences. Checking a box once you create a Facebook Fan Page does not a social media strategy make.

HealthCamp Minnesota is a conference on Saturday, October 24 that will discuss the consequences of social media, technology, and ailment communities in healthcare. In many cases there are clear benefits, however it’s not that simple. Is our culture ready to take the time to learn about preventative care? Is rating a doctor something a patient can do accurately beyond beside manner without any medical knowledge? Will medical devices come to market quicker because companies are interacting with social ailment communities? If yes, somebody better tell FDA.

Health care is a complex topic involving the legitimate differences about the interpretation of scientific evidence and the emotional pull of life and death. One of the keynote speakers at HealthCamp Minnesota is Rachele Chrismer who will share an inspirational story about her son’s diagnosis of Infantile Neuroaxonal Dystrophy which took her to 7 different states, many false hopes, and dozens of hours of research.

Lee Aase manager of syndications and social media for the Mayo Clinic will open the program with an overview of the behind the scenes impact social media has had at the Mayo Clinic. Panel members from Blue Cross Blue Shield, AbbeyMoor Medical, Fairview, IHC Health Solutions, CG3 Consulting, Health Grades, and the National Marrow Donor Program, among others. This is a camp format which means the attendees will be encouraged to contribute to the dialogue of each panel. Register for the program here. There is also a welcoming reception for attendees on Friday evening,

Time 29:58

In this second part of a conversation with Twitterville author, Shel Israel and I get into the strategy some companies can use to improve their business in social media. The short answer is be generous. We get into the rewards of being generous, some direct and some not. Trust among individuals practicing and advising in social media has to be pretty high these days. With so much generosity on the web (translate free information), the more providers have to trust they are not undercutting themselves.

I find that the generosity model still is working. Perhaps because this method of communicating and relationship building is different for each participant, each company, each employee representing a company, and each person engaging with each other.

I recently had a situation with Comcast during a tech call, the rep noticed that my package of services qualified for a lower rate and offered it up. Nice. Say do you think banks or credit card companies would do such a thing? It pays to be generous especially if you are in a subscriber relationship like cable. When the customer knows the company is looking out for his or her best interest, that’s called trust.

Personal Background

Shel Israel and I met online and we have a common interest as senior fellows at the Society for New Communications Research. We come from different political perspectives and view some aspects of social media differently. As I listened to our conversation while writing this post, it strikes me that the social web facilitated this civil, respectful relationship. The result of which is a discussion of issues I believe listeners will enjoy. Had it not been for the social web this relationship would never have happened. Schmaltzy?, maybe, but it underscores the ecosystem companies are trying to understand and participate. Hey Shel did I use the word Schmaltzy correctly?

Win a Copy of Twitterville

Enter the Marketing Edge podcast book contest by emailing me at Marketingedge@providentpartners.net with the word Twitterville in the subject line. We will announce a winner the week of October 5. Or take all the risk out of it and buy the book at www.Twitterville.com

The Marketing Edge is also available on Stitcher Radio

Time 24:46

Social media can bring people together, case in point, Albert Maruggi and Shel Israel. Two guys with little in common on the political spectrum, yet politics is something they exchanged online at first. They would have little chance to break bread except for their new found common ground called social media.

Is this that new? No, I spoke to the Rotary Club in Shakopee, MN and saw 50 people many of whom had little in common except living in the same locale and a desire to get involved before joining the Rotary. Over time, there is plenty to share.

Israel is one of the great conversationalists and story tellers. In his book Twitterville, Israel is at his storytelling best as his travels, online and off reveal the human impact of digital communications. Sappy you say, a little too soft for you corporate type A’s, listen how Nike and others are recreating the deceased mass market one consumer at a time.

In this podcast we take a high level view of the type of change taking place in communications and society. Our discussion is eye opening for companies who look at Twitter and other social channels as a shiny new object instead of a fundamental change in the way people engage each other and with organizations, companies, and government.

Israel reflects on the change social media has made on the initial meeting between individuals. Year’s ago a person’s business card and the company’s logo on that card would reflect on the person handing the card to you. Today, for those that are active in social communities, their individual reputation reflects on the company whose logo is on their business card.

Twitterville Book Drawing

This month, enter the Twitterville book drawing – Send an email to marketingedge@providentpartners.net put the word Twitterville in the subject line and we’ll include your name in a drawing for a copy of the book.

Last month, the winner of Trust Agents is Joe Mueller of Missouri and a frequent Marketing Edge listener. Thanks Joe, he too is a resident of Twitterville

Time 16:22

Chris Brogan and Julien Smith have this thing about trust. Their new book Trust Agents is a journey for companies and individuals to determine whether each is worthy of trusting each other. After all, all this access to information and opinions makes the world a very uncertain place, and the number one element of fear for companies and individuals is the unknown.

During a conversation tonight with a recently retired and senior Fortune 500 executive, I was reminded of the capitalist’s mantra, shareholder value. You can line up all the other metrics you want, you can argue to various degrees of accuracy that these other metrics impact shareholder value, but those educated in the ways of the corporation will come back to the shareholder number.

In this second and last part of my conversation with Chris Brogan we get into how corporations should adjust to maximize their benefits from social media. Brogan shares parts of his conversation with GM CEO Fritz Henderson, bottom line, the new GM wants to listen.

Brogan and I also get into the current state of social media. I think it has hit a plateau, it’s a time when we’ll see who trusts and who was just in a quick marketing fling. What’s your take? Have too many companies and consultants jumped into the social pool because they want low cost sales or a chance to make a buck telling people how to set up a Twitter account?

The Gartner Hype Cycle for Emerging Technologies shows there is an initial spike of usage, a decline and then a refocus on some of the more practical and thoughtful applications of the emerging platforms. I pose that social media in general is toward the decline on the first peak.

Maruggi’s Social Company Trust Test

1. 1) Have a company-wide process to handle learning and comments from social communities
2. 2) Develop multiple social media participants
3. 3) Response plan in place for social media originated hot topics – I won’t say crisis here because if the company is participating online, the likelihood of a socially inspired crisis is reduced.
4. 4) Develop metrics unique to social participation that roll up to shareholder value

Book Drawing

We will hold a drawing next week for Trust Agents – send an email to marketingedge AT providentpartners Dot net – include the word Trust in the subject line.

Time 22:33

Trust is not a new thing in marketing and communications. The most trusted name in news, is the most hackneyed phrase on TV. I believe trusted means you transfer your brain space for figuring stuff out to others, you transfer your emotional defense mechanisms to another entity. Like, I trust this pilot to land this plane, or OK Guy Fieri, I’ll trust this place that’s a real dive.

One of the most awaited studies in the PR world is the annual Edelman Public Relations Trust Barometer. Apparently, people like you are trusted by you more than institutions and we’ll see if that changes because more of you are sharing your trust online.

Trust in social media is now at the individual level. Those that have been involved in social media for years probably know of Chris Brogan. His blog is an excellent body of work in the strategy and tactics of being social. He is noted for his candor and the open discussion of issues, and that includes sponsored posts. For that length of service to the community he is trusted.

His journey over several years to build this trust is the foundation of his new book with Julien Smith Trust Agents. In it he describes for two audiences, companies and individuals, the impact of individual trust networks on companies, and how individuals can launch their own journey into building a trusting audience.

Trust like relationships can be fragile, and require lots and lots of work. The more personal, the relationship, the more work. Marketers have never had it as difficult as today, because we have narrowed our marketing down to individual relationships. Those individuals with a trusted following can navigate a company through these uncharted waters, but also have a little learning to do themselves. Brogan is a living example of this and his audiences and clients have benefited. We discuss how trusted individuals with a following also make a living?

I could have made this post be a “How to”, but there are plenty of good social media examples in Trust Agents of how the trust economy can work. What this interview with Chris Brogan gets into in part one is the meaning of trust and the relationship between trust and earning your keep.

We’ll post part two on Thursday, August 20.

Social Monitoring Tools

There is a segment in the interview where Brogan rattles off a bunch of social monitoring tools, these are most of them as promised. Radian 6, Techrgey, Scoutlabs, Nielsen, Visble Measures , Crimson Hexagon, and Spiral 16

If nothing else, if you are an anti-social company, you should build a monitor and react plan.

Trust Agents – The Book Drawing

Send me an email at marketingedge AT providentpartners dot net – put the word trust in the subject line, we’ll put your name in the book drawing contest. No, no you don’t get a drawing of the book, we’ll draw a person’s name and send them a copy of the book, how’s that?

Time 9:30

Taking pictures on film has sure changed. Good thing Kodak is in the capturing memories and sharing in them business. You would be hard pressed to find an industry that has been impacted more than photography business. This disruption would set the average marketer on their heals. Not Jeffery Hayzlett, CMO and Vice President of Kodak, he has Kodak giving social media a big bear hug, dozens, maybe hundreds of Kodak employees are participating in social media, here is a short list thanks to Tweepz.

Hayzlett has what he calls the 4 Es of social media,

Engaging – Simply put you have to be an active participant, standing on the sidelines doesn’t get you much.

Educating – This would be mutually beneficial; it’s the exchange of information that creates the learning. You’ll hear in this Marketing Edge interview with Hayzlett, he listens really well.

Exciting – Just listen to the guy, life is a blast, share it.

Evangelizing – When you are passionate about something it’s difficult not to be an evangelist. When you get the kind of feedback that Kodak social participants have received, it’s easy to be an evangelist for the medium and for your own efforts.

Hayzlett is not a proponent of any certain tool, but certainly an advocate of a medium that engages him and Kodak with customers. That I believe is his most important driver in social media, he says anything that allows you to talk with customers is good.

Marketing Edge on Stitcher Radio

We are delighted the Marketing Edge podcast is now available on Stitcher Radio. Stitcher is a neat application available on mobile platforms for iPhone, Blackberry Curve, Storm, and Bold among others. With Stitcher can stream podcasts over your phone. View all of the compatible devices and programming at www.Stitcher.com

Integrating Social Tactics Seminar

I mentioned in the podcast I’d have this link. I’m doing a breakfast seminar with Mark Palony of SoftBrands @MarkPalony. He and I have been doing things social for a few years now, we incorporate video, audio, blogging, Twitter among other tactics in various functions pointed at specific objectives. We will share the journey, scars and successes on Wednesday August 12, from 8 AM – 10 AM at the St. Paul Pool and Yacht Club. Integrating Social Tactics Seminar details and register here.

Trust Agents – Trust me, someone will win this book, I guarantee. Email me MarketingEdge@providentpartners.Net – use the word Trust in the subject line and you’ll be included in the book drawing. We’ll have Chris on an upcoming marketing edge podcast, that should be fun.

Time 13:19

We all have them on line, those places and groups we like to exchange ideas with. Whether you call them tweets, updates, photostreams or posterouses, (I made that last one up as a new user of Posterous thanks to a suggestion from Marketing Edge guest Steve Rubel.) the social web is state of being, not a destination. It’s a state of information and comments that is fluid.

I met up with Steve Rubel, author of the Micropersuasion blog and columnist for Ad Age at the 140 Conference in New York. We talk in this Marketing Edge podcast about Twitter vs. eco systems as the next big thing. Rubel believes that social ecosystems will have staying power as the lifecycle of different platforms serve a function within those ecosystems. In fact, just as I was about to post this, I noticed that Steve is “Forking” his content from Micropersuasion, a next step in the evolution of social eco systems.

Twitter and this conference show how we have become accustomed, for some obsessed for others, with the concept of the State of Now information, as Jeff Pulver would say. The real-time and regular exchange of information across the social web is an entity that can be measured, and in many cases, has value for individuals and organizations. I look at Twitter for example as being similar to radio, and in the case of trying to dip into that information stream, perhaps it can be monetized.

For example, it might be interesting to note who among your Twitter followers are online when you are. You can do this in Facebook if you use the chat function or Skype has this capability as well. Take this to the next level in building patterns of usage over time among an individual’s followers. Viewed this way, Twitter becomes like buying radio, some subset of people are listening (twittering or viewing tweets) at that time.

The easier play is sponsoring # topics or Tweetchats as the world looks to figure out how to pay for the state of now information. If not pay for it, then justify the investment of time. Surely there are ways to measure Twitter now, formulas like, click throughs, RTs, number of followers, etc, are a decent snapshot. I suggest the more detailed the information available about the behavior of these ecosystems and its platforms, the richer the experience all will have interacting with individuals, organizations, and the information they exchange.

Book Giveaway Drawing – Trust Agents, by Chris Brogan

The book a lot of people are talking about will be available in late August, called Trust Agents by Chris Brogan, with Julien Smith. We will hold a drawing and pre-order the book for one Marketing Edge listener/reader. Email me at marketingedge AT providentpartners DOT net with the word TRUST in the subject line. We will name a winner at the beginning of August.

We enjoy your comments here or on the comment line 206-600-6887.

Time 29:33

An Open Letter to President Obama,

Mr. President, allow me to introduce you to Mr. Paul Levy, CEO of Beth Israel Deaconess Medical Center. Given your comments about health care reform in your weekly radio address yesterday, I thought you would enjoy Mr. Levy’s perspective on building a culture of improvement in health care, articulated in this Marketing Edge podcast. As one Twitter user to another, you both understand the dynamic created when leadership, ideas, and communication come together.

Mr. President, you clearly understand social media from a challenger’s perspective. Mr. Levy has had considerable practice with it in a leadership position. He’s been blogging since 2006 and has faced medical, labor and financial crises in transparent and thoughtful ways. Mr. Levy has built a culture of improvement in large part because of the shared desire among the health care professionals at BIDMC to provide quality care, to always improve their performance. They have done this by being transparent and committed to the ultimate goal of providing excellent health care. Mr. Levy believes, as I believe you do, that the status quo in health care needs to be more open to the concept of improving through a discussion of failures, the uncovering of vested interests that prevent attaining a shared goal, and a clear focus on long-term solutions that are in tune with the changes in our world.

Social media can be used as a partisan echo chamber which will produce little if any positive change. For those who want the status quo, this will be a good thing. Used in this manner, social media will die a quick death as soon as the next Shiny New Object comes along. However, in the hands of individuals in a society committed to being better, lustful for learning, and accepting of the synergy of ideas exchanged around the world in real-time by any individual, not just the ruling classes, then social media holds potential far beyond its role in health care reform.

The conversation in this edition of the Marketing Edge podcast will benefit every CEO regardless of the industry, even the CEO of the United States.

Time 8:38

Embarq, a Fortune 500 telecommunications company, had a strategic mission to establish its own identity after it broke away from Sprint and a tactical objective to convert dial-up internet customers to subscribe to high-speed. They used a creative YouTube approach combined with other integrated marketing for the high-speed conversion, and embarked on a company-wide adoption of social media to contribute to its strategic goals.

This was not a pilot project, nor isolated to a single department. Embarq, and its social media early adopter team, understood any move into social media with these objectives would touch every aspect of the company. Once the team accepted the mission, it became clear this would be a long effort that included, education, adoption by senior management, acceptance of new tasks by individuals responsible for executing participation on social media, and agreement on new metrics incorporated with standard measurements that would allow the company’s culture to become more social.

In some ways, when social media is taken on by the marketing team, it can be viewed as a tactic limited to marketing. This narrow view may work for a company to test the social media waters, however, it may also be a pigeon hole from which social media and its practitioners may never emerge further in the company.

To implement social media the way Embarq as done is to accept that social media is horizontal across a company impacting customer service, sales, product development, legal, investor relations, among other functions within a company as large as Embarq.

In my series “Soundbites from the Road” we talk to Zena Weist, Interactive Brand Strategist at Embarq and on of the social media team members. They presented a session at NewComm Forum, a conference produced by the Society for New Communications Research, about the two year experience implementing social media at Embarq. Zena and I discussed the need to get buy-in from all departments that may be impacted in a horizontal social media program to increase its chances for success.

Embaq Social Media Team Leaders and their Twitter profiles.

Linda O’Neill, Customer Service General Manager, @lindaoneill
Joey Harper, Customer Service Online Outreach Lead, @EMBARQ_Joey
Kevin Cobb, Interactive Brand Marketing Manager, @kevinjcobb
Zena Weist, Interactive Brand Strategy Manager, @zenaweist

Time 5:17

The next three posts are conversations I had while attending the NewComm Forum of the Society for New Communications Research and the In-Bound Marketing Summit last week in San Francisco.

Return on Investment is a topic that gets tons of coverage,
plenty of players (Radian6, Techrigy, Buzzlogic) and plenty of others and an endless amount of ROI eye candy, (10 ROI Charts in a pinch, just for the fun of it. )

Everyone can use a little ROI just to compare effective tactics at the very least according to globally recognized analyst Charlene Li, founder of the Altimeter Group. In this podcast we chat about the value of ROI and the value of not being handcuffed by the most common three letters in business.

I’m not opposed to ROI, I am, however, suggesting that sometimes it can hamper innovation. It can focus an entire organization on trees while missing the forest. An interesting comment that I use to support this point is a recent comment during a TED talk in this video below by Evan Williams, founder of Twitter. He talks about Twitter being started as a side project when he was building a different company Odeo. No ROI, no particular strategic end game, just a side project on SMS and text messaging. Nine million users, plus Oprah, later, people are stilling coming up with ways to use Twitter.

Time 23:45

Golf is like social media, when you play with good players your game gets better. In reading and conversing with colleagues like David Meerman Scott, (World Wide Rave) Geoff Livingston, (Now is Gone) and Brian Solis (Putting the Public Back in Public Relations) you are bound to come up with a few good ideas. Brian Solis and I discuss a few of them in this podcast about the changes in PR and revising your organization to address those changes.

I come to this idea of an embedded corporate journalist as the result of accepting two premises 1) The public appreciates candid companies, and 2) companies can afford and have access to all communications formats (video, audio, and print) at essentially zero cost for information distribution.

In this environment companies can be successful at public relations if they engage in public relations. That is if they view their company as part of a universe, not the center of the universe. I refer to universe here as being the larger category of which that company is a part, it could be industry, job discipline, scientific community, that kind of universe.

With this company newsroom perspective on the universe, there are considerably more opportunities to comment on news going on in the universe. Things like government regulations and economic or trade reports are fair game for you to make a newsworthy contribution. Scientific advancements, industry trends, and other events in the news are all likely examples of places to make a thoughtful contribution. This brings me to the embedded journalist.

A journalist mentality looks at the big picture and focuses in on detailed elements of the picture. It is a mentality of describing how things relate to each other, not just how things relate to buying my widget. To have this perspective inside a company in today’s environment is an asset. Over the years I have believed one of my biggest faults as a PR person was that I was a former journalist. Today I’ve reversed that belief and embrace my journalistic roots.

This perspective inside a company combined with a senior management team who embraces the two premises above, will achieve the following:

1. Greater candor and with it credibility
2. More opportunities to be heard
3. Greater exposure to audiences that are involved in your universe

A company can deploy an embed journalist in many ways, someone on staff or on contract, that’s a budget issue. The more important point here is not the journalist person per se, but the way the company looks at information in its universe. For example, during a typical staff meeting are people looking outward for opportunities to participate, not just whether you have software version 7.1 coming out or whether XYZ company just became a new client. See what is going on in the universe and match it to expertise, information, thoughtful opinions among those in the company to make a contribution. Those contributions can take many forms, blogs, comments on blogs, presentations, news releases, videos, podcasts, and many others.

And to answer the question up front, Does this mean we report negative news? Yes, objectively, fairly and without the sensational headlines to boot. See there is an upside to an embedded journalist reporting negative news, you don’t need “sky is falling” headlines to sell papers, to fight the paparazzi, or compete with alien abductions at the checkout line. Another bonus, you can tell the whole story, you just need to tell it straight.

An interesting way to do this is with Pitch Engine. It is a platform to build social media news releases and get you thinking differently about news and the other audiences that will consume that information. This is not a replacement for wire service distribution, it’s a way to build in a process to form your message in a socially-friendly way.

Sometimes I think consultants (guilty) make a big deal about little things. I appreciate the social media news release for what it is, a neat package of information that advances a point with plenty of footnotes (links, videos, images, etc) to deeper associated content that is handy if you want more information, and a way to share this information with others (social distribution e.g. Stumble Upon, Facebook, Twitter etc). It’s kind of like your thesis paper in college with footnotes, references and a bibliography. You get that paper back and you got an A. Then you share that paper with others who borrow ideas, (what! Tell me you didn’t do that in college.) add their own perspective, and now we are back to the beginning of our story – being social will improve your game.

See you at NewComm Forum

Here is a $100 discount code for Marketing Edge readers and listeners, SNCRFRIEND if you only want to attend the New CommForum (see agenda) or if you want to attend the New CommForum and the InBound Marketing Summit use this code NCFFOS to get $200 off the listed price. The conference is being held April 27-29 in San Francisco.

OR

Business Smart Tools

This half day session is in Stamford, CT, I have two tickets to give away to Marketing Edge readers, be the first to email me and we’ll get you there. Send the email to MarketingEdge AT ProvidentPartners DOT net with Business Smart Tools in the subject line. This event is being held May 5.

This is a tough position. An innocent product, Smarties candies, gets used by some in a non-innocent way. Kids are crunching up the little sugary disks, sucking them in their mouths which turns into smoke Yeah a little confectionery Puff the Magic Dragon action going on for fifth graders.

The wacky experiment/stunt has other connotations that swirl around in parents’ heads, like; “today you’re puffing Smarties, tomorrow it’s a Michael Phelps bong and before you know you’ll be like Crackhead Bob.” Yes it’s not a logical progression I admit, but sometimes parents (including me) get illogical when they see kids huddled around the computer watching YouTube videos suggested to them by someone on Penguin Club about smoking Smarties. And the way some of those videos are portrayed it’s not as if the connection to smoking other items is so far fetched. Reminder: I didn’t say this was logical, I do say it’s a PR reality which is difficult to deny.

So what should the company that produces Smarties do? This issue has gone beyond “YouTube” and into mainstream media with all the hysteria that brings. In this Fox News piece, Smarties has a response statement, but on the Smarties website NOTHING. The days of the one channel, one media outlet statement are over in PR. You can’t make a story go away by believing that only the viewers of that particular program have seen the piece. It takes a lot longer and lot more luck to “Duck” a news cycle if the issue is on social media.

My recommendation is address this issue on their home page at the very least. If they want to be bolder and use the same channels being used to promote the smoking of Smarties that would be even better. The tone of their message need not rise to the level of severity as the Fox News piece. They could approach it with some humor so kids will pay attention, and a serious side so that parents will appreciate that the company is aware of situation.

Come on Smarties, get on YouTube with something creative not just some suit, talking head reading a statement written by legal.

The other tactic is do nothing, hey this has been around for a while, the more popular Smoking Smarties YouTube video was posted in December 2007. It will go away from mainstream media for sure, but you can bet the long tail of the web will have next year’s crop of fifth graders jonesin for their hit of Smarties.

Time 17:22

This podcast with the Social Media Explorer Jason Falls who is at South by Southwest highlights whether there is a new next big thing or not. Since SXSW is a place to unveil new technologies is there the next Twitter that will capture the fascination of early adopters. For Jason, his takeaways were inside the box and out in the cloud of computers sharing power around the world. He reports on exciting ways the chip manufacturer AMD is enhancing video and computer performance with new product sets.

The impact for marketers is to think visually. It’s similar to the change from dial-up to broadband. As the ability to distribute more information is available both to the desktop and the mobile device your ability to tell a more powerful story and create interactivity is enhanced.

This is an interview I found interesting with Charlie Rose and Jen-Hsun Huang, CEO Nvidia that paints, and I use that word almost literally if you can do such a thing, a future for the way society will share knowledge. It is one where the visual sense dominates and computer graphics that enhances the user experience and share greater knowledge is pushed to greater usage.

As a teenager when someone would say future, I interpreted that as a long time from the present. Today, when someone says future, especially when it involves technology, I think it’s couple of years and I’m going to have to deal with it. Now the ability to go from idea to usage is so fast that the things we are talking about in this podcast, are likely to be issues the typical marketer will need to address in the next two years.

Hope to See You at the NewComm Forum and InBound Marketing Summit

A terrific conference is scheduled for April 27-29 in San Francisco. It is a combination of the Society for New Communications Research of which I’m a senior fellow and the marketing conference produced by Chris Brogan, Jason Falls, Paul Gillin and David Meerman Scott. Here is a $100 discount code for Marketing Edge readers and listeners, SNCRFRIEND if you only want to attend the New CommForum (see agenda) or if you want to attend the New CommForum and the InBound Marketing Summit use this code NCFCOMBO2 to get $200 off the listed price.

Time 12:32

South by Southwest is the meeting of music, film, and interactive technologies. This makes it the perfect venue for Phil Wilson of Local Tone Radio in Minneapolis. The concept of Local Tone Radio is to feature local bands, allow website listeners to vote on the ones they like and essentially give greater exposure to bands who otherwise would have to work their way through the gatekeepers of radio stations. This concept of bypassing gatekeepers is something social media does very well. From using LinkedIn to by pass the regular screening of resumes to raising money without an ounce of ink or a single phone call, SXSW has an interactive track that discusses these disruptions.

We chat with Phil Wilson who can be followed on Twitter or on Minnov8 about how he is navigating the conference. Social media is causing many industries to take notice, and the music industry was among the first to feel the pressure from social sharing and the wisdom of crowds. Now bands sell their songs on MYSpace, and DJs, like my Twitter friend DJIRIE are business entities spinning unique mixes and branching off into merchandise and apparel.

The overriding issue that makes SXSW a “go to at least once” event is the integration of ideas, cultures, and innovation. From suits to shorts at the conference, new products and services are emerging from the synergies created in Austin, TX this week. But the irony here is that most of that knowledge is being shared online. Yeah, crazy I know, but much of the ideas in Austin on are online in discussions from Twitter, to Ustream, to blogs. Even more will fill the web in the coming weeks so stay tuned and connected to South by Southwest. Or follow the up to the Tweet action on this Twitter page using the SXSW keyword.

How about the Insider’s Guide to SXSW on Twitter. Or better yet, if you are thinking about going to SXSW next year, join the SXSW community on Ning with more than 1500 members to get a feel for what’s in store when you go.

The South by Southwest festival in Austin, TX which combines music, film, and Interactive media has become a major destination for trends and social interaction. Sure, it’s a social technology conference, but it’s a music festival and an arts venue.

It’s the kind of event that represents more of what the future will be, collaboration and cross-pollination. Yes, the larger the show the more unwieldy it becomes, but the benefit of mixing the disciplines is a dynamic learning environment. I suggest it represents more of how our government, corporations, and schools are going to restructure for a society that wants less silos of information and more of web (and I don’t mean web-based) approach in the physical world as well.

There is no replacement for being in Austin, TX right now, but there are ways to feel like you are there. Following the events and chatter is simple.

There are RSS feeds from the SXSW conference

Then there is the Twitter Feed for #SXSW

Don’t think SXSW is on the bleeding edge, it’s mainstream enough that National Public Radio has live SXSW coverage of the music venue

There is plenty to see and hear from SXSW at Ustream TV and Blog Talk Radio just search SXSW to see those who are broadcasting live from the event.

If you are attending SXSW what are your turn ons or offs about the festival. Use this widget from Beyond Polls to select from the menu or add to it in your own words. Here is a link to the poll http://qcwidget.com/widgets/5410a1ee2859

Let’s connect some dots.
DOT 1 – Social media recognizes, even rewards candor and honesty.
DOT 2 – Traditional media is declining and those journalists that remain must do more in the same amount of time – God Bless You.
DOT 3 – Recession is causing executives to search for something less costly, more effective in marketing.
DOT 4 – Companies realize they are not the center of the universe, just part of it.

A recent article I wrote for Upsize Magazine, a business publication in Minnesota, received some traction yesterday on Twitter thanks to a few re-tweets, thank you for that Twitter readers. It was called “For better PR create a newsroom culture in your company.”  So I thought I’d highlight it in a blog post.

The executive summary of the article is this, with the dots I mentioned above, there is an opportunity for corporate PR to have more of a news mentality than a promotional one which will be more beneficial to the company’s communications goals. Dots 1 and 4 mean if you are less of a corporate shill and contribute to an objective conversation of issues impacting your universe, others in the online world, journalists, bloggers, customers et. al. will respond favorably.

Instead of only looking inward to pick off the low hanging PR fruit such as new product release, new hire (or recent round of layoffs), earnings (or lack thereof) report, and new client win (Oh please God), instead of that, let’s dig deeper and examine how the company appeals to a segment of the market, how it is participating in new technology standards, what is its reaction to the Obama stimulus package, or where it envisions job skills changing in their industry.

Have a heart and make it easy on everyone, build a story for multiple platforms, Dot 2. Journalists are writing blogs, hosting podcasts, and in general breaking their butts to accommodate new media. Package your content in those formats, meaning, produce a series of soundbites that can be used in a podcast, create a video (preferably not talking heads) that enhances the storyline, post a powerpoint on Slideshare with pretty charts and graphs, better yet, also have those single images available on a newspage or blog post for easy linking. Yes, this is more work, but it costs much less to do today than just a couple of years ago.

Which brings me to Dot 3, all formats are affordable, video, audio, even news distribution services (depending on which one you choose). I said affordable, not free. Sure, tools like Help a Reporter Out and Pitch Engine , and on Twitter MicroPR among others can be used at no cost, but someone needs to put this stuff together. Time is money and people still need to eat. However, shooting quality video and multi-purposing that content is a fraction of what it was. I bet for around $5000 (either time or cash) you can get a comprehensive story told in video, audio, images, and text that can be used across many platforms such as YouTube, Blip.tv (an example of a B2B video channel for enterprise software), iTunes, Flickr (just see how many people take pictures of coca cola),Utterli (a great platform for producing audio and other content) blogs, and other appropriate platforms.

Throughout the year pick off several issues and you’ll look back to see the following:

1. Better position in the market as a thought leader/player
2. More news media mentions and coverage in social media
3. More conversations about your company
4. More and better information that sales teams can use
5. Higher quality employment candidates

Put the dots together and you’ve got your self a fully functional, multimedia newsroom, ready to capitalize on issues in your universe, whether they are generated internally or externally, framed in a style that is more valuable to your audience and distributed in a channel that is likely to share your story with others. What’s your take?

Two for the Price of One Conference

An invite to attend the NewComm Forum and InBound Marketing Summit in San Francisco April 27-29. It’s a combined conference with strategic and tactical workshops on using online marketing, PR and social media. There is a line up of terrific speakers and ample opportunities to focus in on your specific questions. The NewComm Forum, sponsored by the Society for New Communications Research (SNCR) is colocating the forum with the sponsors of the InBound Marketing Summit making for a comprehensive event.

Marketing Edge listeners and readers, email me for a discount code at marketingedge AT providentpartners DOT net with NewComm in the subject line.

This is kind of a crazy idea, surely not new, but an attempt at driving focused discussion of a timely topic. In addition to good information a topics, there is also some great entertainment value in having a live radio talk show between two people on different sides of an issue, and that’s the intent of Social Media Throwdown.

I was inspired by the many times twitterites exchanged quick tweets about topics from personal branding to a Joe the Plumber reference, however, I wanted something more spontaneous. I am not one to have a favorite medium, but instead one that appreciates the unique benefits of each medium, old and new, that is available. Perhaps this comes from my experience in both radio and television.

I also like the Blog Talk Radio platform, and thank my friend John C Havens, co-author of tactical transparency for turning me on to it a long time ago.

In this first episode we have a leading personal branding strategist and author Hajj Flemings trading points of view with Geoff Livingston, social media and branding leader, who takes a much different perspective on branding of an individual.

We’ll cast this live on Blog Talk Radio Friday, February 6 at 1 PM CST – The listener call in line is: (646) 716-4882 and we will try to get as many questions as possible, hope to chat with you Friday, Feb 6 at 1PM Central.

It is a story replayed across the country, small business struggles to stay afloat, owners don’t take salary, banks don’t give them credit, now what? Every publication is looking for angles on the same theme and so the Wall Street Journal did a piece on JW Hulme a manufacturer of fine leather goods, briefcases, duffle bags, and other luggage items. Yipes.

As a business owner, I’m reading the article in yesterday’s paper half wondering how they are going to get out of this predicament and half hoping it doesn’t happen to me, Double Yipes.

This post doesn’t have the answers to JW Hulme’s financial situation, at least not all of the answers, but my heart and my head have given this issue some time and I’d like to share what they have come up with.

1) The article is a great read, many other reporters will want to retell it, fine. Now, however, is the time, today, to put a blog on your website you basically have had 1 news release a year for the last couple of years. Not enough communication.

Now that you have exposed your story and acknowledged the initial response with a public letter to your customers that appears on your site, keep talking.

You have revealed the human side of JW Hulme through the eyes of co-owners Chuck Bidwell and Jennifer Guarino, there is plenty more we all can learn from you. Better yet, there are plenty more customers, colleagues, business peers and prospects who may want to share their thoughts with you. Let them do it by you fully participating in the social web.

2) Judging by the article, Bidwell and Guarino are of a mind to give back to the community. In a previous position, Bidwell was a proponent of Hero Cards to build local currency in volunteer programs.

Guarino was General Manager of Minnesota Parent a popular magazine with a natural community of engaging people. That magazine has been active in community service. Now it’s once again time to give back, perhaps there are ways to use some JW Hulme inventory to benefit a cause, or because the inventory is relatively high, according to the Journal article, use the manufacturing capacity to make something for an organization. I realize this is not conventional wisdom, doing work that isn’t about generating revenue at a time when revenue is essential, but we don’t live in conventional times nor has conventional wisdom done much for any institution in America right now. It’s a good time to tell conventional wisdom to “take a hike”

3) With all of the mentions in the WSJ article about how JW Hulme uses catalogs and not one mention of online efforts, I thought that might be a problem. After a quick review of JW Hulme’s web presence it has the basics, but there is plenty more to do that doesn’t involve up front payments to printers. No offense, I’m not against the printed, colorful page, but the market seems to be in transition on that one.

4) Lastly, this is an opportunity. WSJ reporter Julie Jargon, did a wonderful piece capturing the left and right brain elements of Bidwell’s and Guarino’s plight. It’s real life without the “reality-TV” spin. It represents the essence of what being social is in today’s market. Will it sell more leather and canvas luggage at a few hundred bucks a pop? I have no idea, but the opportunity I speak of is not that narrow minded (I understand some banker will call narrow mindedness focus). The opportunity I speak of is to open your story up and let the rest of the world engage. You and I have no idea what will result of that opportunity, but you already made the decision to be public on the story. I can tell you my experience from being a part of the social web as a business owner, you have already done the hard part, now you just need to create a way to create a dialogue. Good luck, if you want to have a cup of coffee I’m just up the road from you.

Time 20:53

As more consumers use the web to research their medical needs and choices, the greater the demand for some type of performance metrics in healthcare delivery. This dynamic taking place in healthcare is causing greater competition among providers, and more healthcare marketers to look for ways to tell their story.

Healthgrades dot com is one of several sites that provide detailed reporting on physician performance, legal issues, and hospital outcomes. Within the last year, surveys of hospital outcomes mandated by Medicare are now available to the public. These points of data are piling up to create a mountain of information for patients to sort through as they make a decision on healthcare. To be sure, reliance on a general physician and friends and family are important, but checking that information against a report card gives a bit more substance behind a decision. Other physician rating sites include Find a Doc, Vitals, and RateMDs

In this podcast with Christopher Boyer of Healthgrades.com , we explore some of the reasons why millions of people are using these sites. We get into what tactics hospital marketers should be evaluating to tap into the stream of information patients and their families are accessing.

The most important indicator to examine social media and understand the impact of rating sites is the powerful element of “intended search” in healthcare. Those searching for healthcare information are usually doing so because of a need. It is more than likely it is an urgent need. Healthcare is different in this regard that many other industries. People can causally shop around a vacation destination or a car without a making a purchase, it’s unlikely that people are casually browsing hiatal hernia or slip disk remedies.

Another good resource is Boyer’s social network for healthcare marketers hosted on Ning. I’ve posted Marketing Edge podcast interviews on healthcare on a dedicated healthcare and social media page. www.providentpartners.net/healthcare

Call us with your comments or questions that we can chat about on the show, 206-600-6887. Provident Partners donates a food item for every comment we received.

I’m a fan, friend, and peer of Lee Odden. His blog post on the Top Rank Blog today is about the best social media podcasts. It is classic in that it serves several purposes.

1. Provides helpful information for the community (key to all of social media)
2. Taps the interests and mention of his post by the people he writes about (you know you want people talking about what your are writing)
3. Drives traffic from several networks by adding a voting component (Ain’t that the idea?)

Giving is at the core of social media, in my mind, and this is a list not just of the popular, but of what the popular hosts listen to. You know it’s like who does your doctor go to type of thing.

By writing about those on the list it generates at least a little conversation among those on the list. “Gee, what’s Odden up to now, let’s go take a look.” Whether that is a list of social media junkies, or the top doctors, or the most desired gifts for Xmas, lists work because they create a foundation for buzz. Add to that the aspect of voting (which Odden does in allowing voting for your favorite podcast) and you have a winning post. The issue is not which podcasts get the most votes, it’s about learning of new podcasts, recognizing the work of those that Odden’s readers support, and appreciating the abundance of talent available through and enhanced by social media.

Odden will be in the Marketing Edge studio on December 29 (that’s my 50th birthday really) and our conversation will be posted soon thereafter. We’ll be talking plenty about SEO, social media, and give a look into how search drives topics and copy.

Thanks Lee for including the Marketing Edge

Time 28:43

Health care is going through some growing pains when it comes to social media. Word of mouth, especially from friends and family, is the leading resource for consumers selecting a primary care physician, according to a study from the Center for Studying Health System Change.(CSHSC) The concept that consumers would aggressively seek out performance information and cost comparisons from sites like HealthGrades and Carol is not taking place as many predicted.

In Minnesota company that bet on their advertising concept in a phrase – if men and women shopped for a ties and purses they would shop for medical care. After a huge PR splash, consumers weren’t buying the concept proving that PR without audience effective buy-in tactics doesn’t drive the bottom line.

The Edelman Health Engagement Barometer echoes the findings of the CSHCS study in that physicians and, friends, family, and peers are the leading trusted sources of information about healthcare. When it comes to consumers selecting a provider.

Where does this put social media in healthcare? Squarely in the middle. Here’s how.

Consumers do not feel confident enough to select a complex purchase without some guidance according to the CSHSC study. This guidance, I believe, comes in two forms, 1) peer to peer, including friends and family as well as patients who share their real-life experience. There are several sites picking up traction that provide anecdotal real-life insights Healthcare scoop and CareSeek are among them. You can even learn about Maruggi’s kidney stone surgery at St. Joe’s Hospital with Dr. Portis. This “someone like you” information gives patients comfort. In the study more than 50% of consumers use information from friends and family in their decision to select a physician. I would aggregate patient experience blogs in a similar category.

2) Professional information from a physician is also a highly valued component in this study. Nearly 40% of healthcare consumers consulted with a physician about from whom they should seek care. I believe this expert-to-patient exchange provides confidence in the selection. It is essentially a check and balance on the consumers leanings based on peer-to-peer information.

We interviewed one of the leading healthcare bloggers, author of Health Populi Jane Sarasohn-Kahn. She highlights how social media is working its way into one of the last holdouts of web 2.0 implementations, the healthcare industry. While it is slow going, Sarasohn-Kahn says there are many aspects of social media in healthcare, only one of which is the “shopping” aspect. For example, healthcare improvement through greater transparency as demonstrated by Paul Levy, CEO of Beth Israel Deaconess Medical Center in Boston and Nick Jacobs, President of Windber Medical Center is an area of social media that is noticed at the highest levels of the profession and media.

Among the community of physicians Sermo is a fast growing social network with more than 70,000 licensed physicians. The web 2.0 community in healthcare is huge, its leading conference produced by Matthew Holt was overflowing this Fall, no economic crisis was keeping members of this community away from the conversation.

Sarasohn-Kahn talks in this podcast about the relationship consumers have with social media in their healthcare decisions. She also touches on how the once antagonist political entities of universal healthcare may well be ready to reach a constructive solution just in time for the Obama Administration. Her advice, read Critical by Tom Daschle

What does this mean for marketers and PR professionals in healthcare? While comparing Doctor Smith and Doctor Jones along with the cost of an MRI may be a way off in the distance, tapping in to communities and conversation are here today. Whether it is driving health plan members to use online services or a hospital using video to highlight their latest surgery procedures, consumers are willing participants in the learning phase of healthcare decision making.

In the area of public relations, podcasts are used to increasing effectiveness as a source for news reporting, and consumer information tools, Johns Hopkins Medicine podcasts are a classic example. Baby steps in social media is just fine for healthcare for now, 2009 we expect to see further growth as patients, physicians and healthcare journalists are plugging into the budding movement of healthcare transparency.

Jane spoke to the Institute for Clinical Systems Improvement in Minnesota in late November, highlighting how social media is slowing being implemented in healthcare.

Reminder all comments to the Marketing Edge podcast comment line 206-600-6887 or Marketing Edge blog will result in a food item being donated to a Twin Cities food shelter. Your opinion is worth a meal to someone in need, so tell us what you think.

December Drawing:
Use Giftag, www.giftag.com the website for all your gift ideas and whish lists, and tag your gifts that are up to $25 with Marketing Edge. On December 20 we will pick one gift and purchase it for that Giftag user.

Time 43:24

Oh, God, now don’t be getting all upset about me saying Santa uses Giftag. Can you prove Santa doesn’t use Giftag? Exactly. So there.

Giftag is the new gift-registry builder and community platform from Best Buy’s social media team. The best part about it is — get this — it is based on the fundamental principle that the social web is, well, social. That’s why it allows users to build lists from anywhere on the web – not just Best Buy. In my Xmas 2008 list I have warm and toasty long johns (I live in Minnesota, give me a break) from REI, and at Best Buy, an excellent Samsung 46” 1080p flat panel HDTV for an unbelievable price.

This is a major step for any corporation, and Best Buy deserves a ton of credit for implementing a true brand experience that puts the customer first and that accepts the reality that Best Buy customers also need underwear, hats, blankets and plenty of stuff sold all over the place. Isn’t it better to make life easier for those purchases? Yes, and users are thankful for it.

Gary Koelling, senior manager for social technology at Best Buy, was in the Marketing Edge studio and we had a wide ranging conversation, from the concepts of being social to how exactly you can build a list for your Santa’s to check twice, and even check off. That’s my favorite part.

To show Marketing Edge listeners that we too believe it is better to give than to receive, we will fulfill an item on a Giftag wish list. We will purchase a gift for one user of Giftag, like a movie or something that is up to $25. To get in this drawing, here is what you do:

1. Use your IE or Firefox browser and go to www.giftag.com
2. Add the Giftag plug-in
3. Create a profile and a list
4. Add gifts by visiting any sites that have gifts you want
5. In the tag field, include the tag Marketing Edge

On December 20, I’ll review the lists and purchase a gift. See this Santa uses Giftag.

More Winners

A shout out to Traci Long, the winner of the book Twitter Means Business by Julio Ojeda-Zapata. Traci listens to the Marketing Edge in The Woodlands, Texas, along with her colleagues at Proact Safety Happy Holidays and thanks for listening.

Time 23:42

It’s nutty, plenty of companies are running around trying to figure out social media. The answer and examples are right under your nose. It dawned on me while watching Jeff Pulver go through his networking techniques at a recent social media breakfast in Minneapolis.

This conversation shows companies how to approach social media from a perspective that many sales people have practiced in their professional communities for decades, one relationship at a time. I use sales only to get the attention here of many marketers, sales people and decision makers because these days there is a premium on getting sales, but as my colleagues know, social media goes well beyond a sale.

Pulver, employs interesting networking techniques during his sessions that would do any Rotary member proud. I use the Rotary example because this is an organization tied to both a business networking group that also has a history of giving back to its local community, a critical concept of social media.

Using social media tools like Facebook, Twitter and others to promote his events, and tapping that group to invite others who are not using social media. Pulver creates a meeting of the digital and physical worlds.


Jeff Pulver @ SMBMSP from Albert Maruggi on Vimeo.

Years ago Pulver wrote “the more digital we become the more need for face-to-face meetings.” His perspective is grounded in good old fashion interpersonal communications and you may say borrow from the work of sociologist Henri Tajfel who is noted for his work in social identity and minimal groups experiments.

It is the kind activity that is at the heart of every good salesperson, every productive chamber of commerce, and every professional association worth their salt to their members. It is about people and their willingness to participate with each other.

People who are neck deep in social media tend to get a little over the top about technology, and new applications, mashups etc, etc, etc, and can loose the essence of what all these tools are supposed to do, make it easier to meet other people, period. It is a foundation to share stories, pass on interesting information that will help people do something, like find the right product, get better healthcare, enjoy a new restaurant, improve their job performance, and the list is endless.

Pulver’s sessions are a must for both social media geek and the person that still carries around a Day Runner paper planner. Both have more in common than you might think.

Apologies for the long headline, but that quote from Ted McConnell, general manager-interactive marketing and innovation at Procter & Gamble Co, will go down as one of the greatest business quotes of all time. He said it in a recent speech where he questioned whether marketers have a place in social media. He doesn’t even like the words social media!

I admire McConnell for his position and longevity at Procter & Gamble, one of the most successful companies in the world. So I hope he doesn’t mind if I take his quote and place it in a slightly different medium just for the irony of it. P & G made an entire category of deriving money from real estate dedicated to men and women breaking up, the soap opera. GL baby, Guiding Light and its super couple Reva and Josh, known in web circles as Jeva If there is a way to monetize the continuing saga of emotional discovery, P&G can find it.

More Movement Than Market

Here I go again with this movement idea, but McConnell’s perspective supports this concept, social networks are more a movement of communities, than a marketplace for your stuff. A movement to connect, a movement to share, a movement to change – albeit in many of these movements there may be occasion to purchase something, and surely everyone in these movements is a consumer of something. I contend, and perhaps if I’m interpreting his words correctly that McConnell may agree, that social networks are a unique breed of communication. He is quoted in Ad Age “I think when we call it ‘consumer-generated media,’ we’re being predatory,” he said. “Who said this is media? Media is something you can buy and sell. Media contains inventory. Media contains blank spaces. Consumers weren’t trying to generate media. They were trying to talk to somebody. So it just seems a bit arrogant. … We hijack their own conversations, their own thoughts and feelings, and try to monetize it.”

His words underscore what many in social media (ok networks) have said, for a company to be in the social space it requires a cultural change at the corporate level. To benefit from social networks is to be a part of it, not an intrusion in it. The prerequisite of admission is to be truthful, candor helps, to give in the spirit of community growth not corporate gain, and to recognize that being social is a two-way communication. So be prepared to change a few things based on what you hear. P&G’s main rival, Unilever produced one of the text book examples of social media at its finest, Dove Evolution

Given his perspective then, it makes sense that when Comcastcares on Twitter aka Frank Eliason, responds to a customer, it is from an empathic user who may have suffered the same frustrations.

Is Business Week reporter Steven Baker active on social media (podcasting, blogging, & twitter) because he doesn’t have enough press releases to read? No, it’s because he is curious what he may be missing, excited about the new answers he’ll get on his blog that, had it not been for these relationship creating channels, he would have never known, and I would have probably not been quoted in Business Week.

Is Guy Kawasaki blown away by Twitter just to sell books? No, and while people do learn of his books on social channels like Twitter, they come to know him through by interacting with him. That’s what blows him away about Twitter. I know this from listening to him on a teleseminar yesterday, that I learned about from social media. Imagine that.

Coincidently, a few weeks ago, I was involved in a Twitter conversation with Kawasaki and a couple of other folks. It was about the economy, plus I had a surgery that week so it was an anxious time which must have been evident in my posts. Kawasaki sent a direct message to cheer me up (thanks Guy). There is a person that need not reach out at all. His physical world circle of friends must have been large enough to keep him busy, entertained, and enlightened. You see, but there is always more, more ideas, more debate, more risks, failures, and successes. That is the joy that is social whatever the noun you give it, technology makes being social that much easier. Is there money in that? Well, I did buy Kawasaki’s book Reality Check.

Time 14:22

Slowly retailers are understanding that in a world of Free Speech and Equal Access (via the Internet), consumers and employees are talking about them. Many retailers are reluctant to jump into the social media world for an assortment of fears, some real, most perceived.

Adam Cohen, author of the Thousand Cuts blog, a regular read of mine, led a study of retailers using Facebook pages. Cohen’s firm, Rosetta, monitored uses of Fan pages by major retailers overtime from May to September of 2008. A highlight from the piece;

“A September 2008 study by Rosetta (formerly Brulant) that focused on the top 100 online retailers in the US found that 59 had a fan page on Facebook, up from 30 in May 2008. Among the 29 who added Facebook pages since that time were Best Buy, Toys “R” Us, Kohl’s and Wal-Mart.” The report is available for a limited time on eMarketer.

Adam and I discuss in this Marketing Edge podcast how, in some cases, employees or customers may have already created a Fan page on Facebook without the permission of HQ or the Brand Manager. You’ll have to blame James Madison and Thomas Jefferson for their wacky free speech idea in part for this behavior. However, as you have seen with Barack Obama’s campaign the ultimate in retail, when consumers are energetic about your brand, it’s best to watch the energy and not shut the lights off.

For a little background on my perspective on retailers and how they can assemble a comprehensive online strategy, dial back into the archives of the Marketing Edge blog to January 3, 2008 and the potential social media play for REI.

The Classic Question?

Is it best to dip your toe in the social media pool with a more conservative approach with a bit more corporate style like Target (nice grouping of more than 100,000 Fans)

Or a bit less structure like this page produced by fans of Jeep Wrangler

What are your criteria for how retailers can participate in social media?
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All real comments on this blog will result in Provident Partners donating a food item to a Twin Cities charity. It’s getting cold in these parts and a bowl of soup is a good thing.

Or you can call the comment line 206-600-6887 and leave a comment we can play back on the show. If you don’t want us to play it back, just say so, we’re fine with that, we are just glad to hear from you.

I enjoyed George Colony and Forrester’s exceptional work in research and analysis for more than a decade. Like Colony, I have lived through the 90s enterprise tech ascent and the ‘01 free fall. Recently Colony listed 5 reasons this tech recession will be different.

Colony contends that technology will be down but not out in part because technology is more prevalent in our daily lives than in the past. Let me highlight his fourth reason by citing it directly here because it involves social media, Colony writes,

“4) Customers live on tech. The consumer landscape is very different than it was in 2001. Forrester’s consumer surveys show that each succeeding generation takes more tech into their day-to-day life. The delta between the Y generation (18-27) and the X generation (28-41) is extraordinary — Y spends twice the amount of time on cell phones and half the amount of time reading newspapers. For more on this, check out our report, The Gen Y Design Guide. In a recession, the use of Facebook, Linked In, eCommerce, blogs will increase, not decrease, as people look for jobs, companies stay closer to their customers, and easier-to-ROI Internet advertising accelerates. Companies will have to stay focused on their web sites, social strategies, and eCommerce this time around — or risk losing their next generation of customers.”

Colony accurately believes social media is a general platform upon which millions of people live and work. I however, believe business and sociey can maximize the benefits from these technology platform by expanding social media’s greatest contributions (freedom of expression, connecting ideas, allowing for deeper thought) to reach other corporate culture silos. What is missing from this observation, perhaps assumed by Colony, (I’m not one to doubt GC) are corporate culture shifts that are required to maximize the benefits experienced by society from this rich, broad space called social media. Here are three areas that need a different paradigm for companies to benefit from social media.

1) Hierarchical View - (Advertising & Marketing) The corporate view that the social space is more or less like a mass market with “A” listers, and media properties and through aggregation services to net the small fish, it can become something with which they familiar. This is an old and tired perspective. Allow social media to breadth within and around your brand so the company and its people can absorb the influential ideas surrounding it.

2) Short-Sighted View – (Finance) The 30 day and quarterly “make the numbers” rat wheel that was prevalent in the 90s, and led to all kinds of PR an accounting schemes to make the numbers work, (Enron seems so long ago doesn’t it) are an imposed deadline. ’

Tell me really, are innovators really driven by a deadline? Do cancer researchers really need another goal that involves a stock price for their reward or do they get up every morning to beat a disease that claimed their parent or child, or stimulates their intellect to the point of obsession? Patience is a human virtue that seems to have little relevance in an economic world. That perspective needs to change.

3) Human Capital View – (Human Resources and just general office politics) Let me preface this one by saying, it could be a naïve pipedream. The last 20-30 years has seen and escalation of divisive communications. It’s not limited to politics or election year cycles, these topics and times just call more attention to it. The divide and conquer mentality is a function of economics, in vogue trends, work environments, two generations of 24-hour news cycles, the entertainmentization (new word) of news, and plenty more. What it has created are cultures that hinder innovation and foster a “gotcha” environment under the guise of accountability.

In numerous companies bureaucracy is stifling innovation. In some cases their customers and employees circumnavigate the obstacles using social media, gain some wins to run up the flag, and pray those that see it will have enough backbone to be their champion. A skunk works mode of innovation to be sure, and not one that has been accepted by the corporate culture allowing it to multiply.

Transparency Continued

Admission of a mistake openly serves the greater good, e.g. Beth Israel Deaconess Hospital’s wrong side survey as blogged by their CEO Paul Levy. His leadership should be recognized as it was by US News and World healthcare editor and writer Avery Comarow he wrote, “Levy has been agitating for more transparency for some time… Others should emulate this. I doubt that many will.”

This transparency should also be held as an example across all of corporate America. Hhmm we can we begin, oh yes I did quick search in the social media monitoring tool Radian6 using a rather limited word combination of transparency + bailout, it was mentioned more than 20,000 times in the last 30 days. Yes more transparency may have prevented the Wall Street Meltdown, nice catch to all those concerned.

So if we are to be transparent we need to be what, less vengeful, less harsh, less quick in assuming that transparency = accountability that leads to punish by detractors waiting in the wings. That kind of environment defeats the purpose of transparency which is improvement and discussion. I’m not decoupling responsibility from accountability, I’m reinforcing that transparency is a function of improving, of shared learning, that makes something greater than the individual better.

Sometimes our divisiveness wants to conclude the case before hearing all the facts, understanding the intent, learning from the mistake. Sometimes human nature instinctually pounces on prey that is bleeding instead of supporting its healing.

Maybe I am a bit naïve about the transformation social media can help bring about in corporate America and society. Perhaps George Colony is wrong when he asserts that people will spend more time connecting online with Facebook, LinkedIn and the like, that the youth generation intensify their friend relationships by being constantly connected with their phones. And perhaps Forrester was wrong in 2007 when they said that Facebook marketing means communicating not advertising, as does all social spaces I contend. Perhaps T Boone Pickens is just a rich old man with nothing to do. (He is leading a huge social network of passionate followers of new energy)

If we are wrong, then all this social stuff is just another channel. Direct Mail, 1-1 marketing, email marketing, it’s just another one of those Meatball Sundaes to use Seth Godin’s term. Then have at it spammers of the world, congratulations because nothing will change, innovation will stay about at the same pace as always, unless of course the rest of the world catches up to us and then it won’t stay the same here now will it? It’s what my generation of wiseguys would call SSDD.

I, however, think differently. And you?

Time 9:14

Here’s a new way to look at your marketing department, as a newsroom. Why? Because it is a powerful way to tell a story, a way to insert your company into news cycles, a way to be a part of the action, a way to be a thought leader, and a way to create dynamic valued information that works with a sales cycle.

Companies are not limited to brochures, more importantly; their audiences are accustomed to getting all kinds of formats, when and where they want it.

Here is a list to help determine if your company can tap into a newsroom.

1. Do you have internal or access to expertise in your field
2. Are you impacted by external events such as regulations, markets, safety
3. Does your company improve the human condition such as healthcare, adoption, and poverty

Author of The New Rules of Marketing and PR David Meerman Scott gives his take on the newsroom angle in a wonderful post about how the real estate industry can benefit from it.

Scott and I get into the topic in this interview on the Marketing Edge podcast. It was recorded on October 13, the day his popular book came out in paperback. Scott will be appearing at the Minneapols/St. Paul Social Media Breakfast on October, 31

(Disclosure:A client of Provident Partners) Softbrands manufacturing is a good example of treating their company as a newsroom. Under their brand Fourth Shift Edition http://www.fourthshiftedition.com/ website, they use video, podcasts, a blog, and twitter, they tap the right format and network to engage in a conversation, get ideas, insert their ideas into news cycles and other objectives.

Do you have what it takes to be a news organization inside your company? Leave a comment here or call the comment line 206-600-6887

Time 19:32

Social media continues to work its way around the innovative companies in the Fortune 500. It pays when you have products that can inspire an emotional commitment, oh say like a ‘65 Mustang.

Ford is laying out a great social media plan for the introduction of the 2010 Mustang model. The Marketing Edge guest in this episode is Scott Monty, the Global Digital and Multimedia Communications Manager for Ford Motor Company. Monty also authors the Social Media Marketing blog. The added bonus of this podcast is Monty in search of an experienced social media practitioner to join his team at Ford. He describes the high level job of Global Digital Communications Manager within the communications team at Ford and where you can apply.

Monty is a thoughtful person with a flair for the creative. In this interview he highlights how an older company is quickly wrapping its arms and heads around social media. When you listen to the scope of where social media plays in a large corporation, you realize how, over time, it can help shape a corporate culture.
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PARENT BLOGGERS

This month we’d like to give parent bloggers of young childern a first look at a new social network. Two qualities that make this parenting social network different is the long-term goal, to help improve America’s education system, and the ability to track a child’s development using new research and charts from one of the leading pediatric centers in the country. If you are a parent blogger, and would like to review the beta site, send me an email at Marketing Edge at ProvidentPartners dot Net with the word Parent in the subject line.

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Marketing Edge Contest

This month’s contest is a membership to Minnpost.com, the new online journal with outstanding writers, editors, and columnists. If you’d like to support journalism at its highest levels that provide local and national coverage, send me an email at MarketingEdge at ProvidentPartners dot Net with MinnPost in the subject line. We will draw a winner in mid November.

Photo Credit: Flickr twincitycustoms20s

Early this morning www.twitter.com/newsgang shared this article from CNN.com about how Wall Street arrived at its financial crisis and how to avoid it in the future. It highlights how short-sightedness and incentive compensation plans contributed to taking on higher risk. Another aspect of the crisis is how financially connected we are globally.

It is a long held belief of mine that some aspects of our corporate culture, finance, and legal to name two, need to change if social media is to become integrated into America’s regular business environment. Today social media is discounted by corporate executives at worst and politely accepted as a pilot project by most others. Yes there certainly are corporate leaders like Sun, Coca-Cola, GM, Ford and others, but I don’t think I’d get an argument with the statement “social media is still in an early adopter phase in corporate America.”

The connection between the Federal bailout of international financial services firms and social media is captured in some of the elements that I believe will be part of the response to this mess. Those elements are:

1) Greater transparency and disclosure – social media loves and rewards both
2) Institutional incentives that are longer term in nature – this will allow more discussion about imperfections in a company without as much hysteria of how it will impact this quarter’s investor call.
3) Accommodations for the interconnected nature of economies – social media connects individuals from different cultures all the time, perhaps we can take this from a micro level to a broader understanding without it becoming an issue of national pride, but instead one of social growth (Robert Scoble told me this is more a wish than a reality, but I’m an optimist)

Last year at the Society of New Communications Research symposium we had several excellent group conversations about the limitations placed by the finance and legal departments on social media implementation in a corporate environment. Finance is clearly concerned about monthly and quarterly impact to stock price and other metrics within its jurisdiction. Legal is concerned with that any admission on the web, direct or indirect, of imperfection would be seized upon by a zealous trial lawyer in our litigious society.

We surely have a long way to go in addressing these cultural obstacles. As the dust settles around Wall Street, the blame assessed and the remedies constructed to prevent a reoccurrence, watch for these elements of longer-term corporate perspective incentives and greater disclosure. These characteristics will help social media advocates change a corporate culture in ways that will allow the organization to see greater benefit from social media.

By the way, the next Society for New Communications Research symposium is being held in Boston, November 14, I’m sure we’ll pick up this topic and many others, here’s the social media and PR agenda.

Is it a coincidence that the top two hospitals on US News and World Reports honor roll of the best hospitals in the US also have strong social media programs? I’m delighted to make that connection with two friends who do an outstanding job at their respective leadership positions in social media for Johns Hopkins Hospital and the Mayo Clinic.

Elizabeth Tracey is Director of the Johns Hopkins Health Newsfeed and has pioneered podcasting for the large healthcare entity in Baltimore. The podcasting is used to educate patients as well as provide content to other media outlets. For example, the Cleveland Plain Dealer, yes a newspaper, is carrying the Johns Hopkins HealthNewsFeed. Tracey treats the Johns Hopkins organization as a newsroom not just as a provider of information to other news organizations. This approach gives the talents and people of Johns Hopkins Hospital signifcant exposure that builds trust with their communities.

Lee Aase, public affairs manager, at the Mayo Clinic continues to push the social media envelope and capitalize on the wealth of healthcare expertise at Mayo. There is a series of blogs and podcasts that Mayo produces clearly available on their main navigation. In addition, a creative Mayo Clinic channel on YouTube has garnered interesting interaction, from thousands of views to potential participants in clinical trials for new treatment.

Congratulations to both Elizabeth Tracey and Lee Aase. On whether it is just coincidence that both organizations have strong social media programs; let’s put it this way, leadership is the one constant in a hospital achieving such a significant status. These dynamic organizations approach social media as they do healthcare delivery, with innovation and a dedication to serving the needs of their publics.

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.

Time 24:19

This podcast you’ll get the big picture of social media with Robert Scoble,the co-author of Naked Conversations along with Shel Israel and managing director of Fast Company TV. This conversation is useful for corporate marketers in discussing social media with their senior management as a company evaluates whether and how to participate.

Companies operate in a world with equal access to information (minus the occasional government obstacles like China and Iran) but for the most part it’s all good. It’s a world where distance and time matter little, and sincerity and participation matter a lot.

The downsides of such access are the horror stories of price comparisons and margin evaporation. Let’s face it information used to be power when a few people had it. Now it is more about how people use the information, with whom do they associate with as they exchange it, and how do those relationships add value.

Scoble and I had a great conversation with a few laughs and insights into how he avoids information overload with technologies including Twitter and Friend Feed. He is a prime example of how social media works, give of yourself, and watch others give back to many.

Comment below or call 206-426-1117 and we’ll field some of them on the next podcast.

This month’s book giveaway contest is Millennial Makeover, MySpace, YouTube and the Future of American Politics, by Michael Hais and Morley Winograd. Enter drawing by emailing MarketingEdge AT providentpartners DOT net. Put Makeover in the subject line.