- Jan 11
- 27
Food for Thought: Trust Points
- Posted by Matt Peters
- Published in Brain Food, Social Media
In business, I hear a lot of talk about “touch points.” Consumer touch points, customer touch points, even employee touch points.
Touch points are important. The more you “touch” a consumer, the deeper your brand gets embedded into them. This, however, works with both good touch points and bad ones. A bad customer service experience is still a touch point, and will leave a lasting mark in the mind of the consumer.
But I think we need to also talk about “trust points.” Rather than looking at how many opportunities we have to touch a consumer (i.e. engage with them somehow), let’s look at how many opportunities we have to deepen a consumer’s trust in us (a “trust point”).
This is something I have been thinking about lately with our own clients, but I urge you to munch on this morsel as well. In a typical week, how many trust points do you have with an average consumer? With all of the social media tools available, brands have more opportunities than ever to gain trust and keep it. Unfortunately that means brand also have more opportunities than ever to mess up and lose a consumer’s trust. But that’s for another post.
Don’t just increase touch points, increase trust points.
No Comments- Jan 11
- 18
Short-Form and Long-Form Content: A Match Made in Heaven
- Posted by Matt Peters
- Published in Social Media, Social Media Marketing
This past weekend I was part of casual (but lengthy) discussion on short-form versus long-form content, and it got me thinking more about the nature of and uses for both.
I think it’s probably safe to say that the rise of Twitter has had a direct relationship to the rise of short- (even micro-)form content. There was even a fantastic spoof video a while back about “Flutter: The New Twitter”. But the existence of Twitter didn’t create the long vs. short discussion, it merely altered our definitions of long and short. There is certainly a part of me that agrees with Tris Hussey that it is “kinda ironic that blog posts are now considered ‘long form’ content.”
But the fact of the matter is this: people should spend less time discussing which is better, and more time figuring out how to use them together to create the best possible messaging results.
No Comments- Jan 11
- 10
Four Tips for Social Media Success in 2011
- Posted by Matt Peters
- Published in Advice and Tips, Social Media
The New Year is upon us. I, for one, felt like I had all sorts of time to plan and then all of the sudden it was January 3rd and I realized that execution must take the place of planning. It is very possible to plan too much and find yourself in Q2 having not yet actually done anything. Inaction is the death of any warrior on the battlefield of social media.
In honor of ushering in another year that is sure to be bursting with technological advancements, I want to humbly submit four tips that are important–nay crucial–to success in social media marketing. My mind is filled with that scene from Varsity Blues where Jon Voight repeatedly bangs his whistle against James Van Der Beek’s helmet, intoning, “Stick to the basics, stick to the basics, stick to the basics.”
And so, some basics. But do not for one second think that because these tips are “basic” that they are not important. That is a mistake too often made by the arrogant. Is breathing (certainly one of the most basic functions of our living bodies) not important? Are the basic impulses sent from your brain telling your heart to beat not, in some ways, among the most important functions of your body?
The tips commence.
2 Comments- Dec 10
- 7
Premature Adoption: Can Companies adopt new technologies too quickly?
- Posted by Matt Peters
- Published in Industry Commentary, Social Media, Social Networks
I’ll start this post with complete honesty: I do not have an answer to this question. Indeed, I hope to elicit some good discussion in the comments because this question has been on my mind for some months now.
The background to the question is simple. We all know that the social media landscape is changing faster than most can keep up with. For the most part, early-adopting consumers tend to be the first to jump cannon-ball style into any new technological pool. Once the waters are proven safe and comfortable, other consumers join in, all eventually followed by large, lumbering brands that want to join the party. We’ve seen this with Facebook, Twitter, mobile applications, etc.
The sheer size and labyrinthine organizational structure of most large brands has pretty much prevented them from being the first to splash into any new pool. Lately, however, I have noticed a distinct increase in the speed with which many brands are jumping on various new media bandwagons.
No Comments- Mar 10
- 5
America’s Navy – A Social Media Force For Good?
- Posted by Kristin Mattera
- Published in Industry Commentary, Social Media
In a previous blog post covering the basics of social media, I discussed a few major goals of social media (Creating community through two-way communication, creating and providing the opportunity for content that can be shared, responded to and evaluated, and finally, being personalized/customized). To better explain these goals, I decided to profile an organization that has dived in head first –pardon the pun – the U.S. NAVY. For full disclosure, I am a proud NAVY sister, and I have found the branch’s use of social media beneficial for keeping connected to my brother, as well as to other military families who “get it.”
The branch has embraced social media with open arms by maintaining accounts on Facebook, Twitter, YouTube, Flickr, and iTunes (featuring news in the form of podcasts and video podcasts). As of 1/15/10, the NAVY listed over 200 official social media sites . Additionally the NAVY sponsors their own social network for Moms on Ning. This allows those serving to connect and stay up-to-date, utilizing any of the available social media platforms. The NAVY’s CIO acknowledged that social media can be used to “build trust and collaboration, both within and outside the organization.”. On Twitter, there are several Navy-related accounts including: @NavyNews, @flynavy, and @PacificFleet (a comprehensive list is available on GovTwit, the Government Twitter directory). The NAVY Twitter accounts serve as a great source for military information (and a sense of everyday life), especially since, unlike the official traditional military media outlets, tweets are informal and written in “civilian-speak.” The NAVY is fully-aware of who its audience is, and tweets accordingly.
The NAVY has reached a niche market by providing parents (and relatives) the opportunity to unite with others in similar situations and get support through the social networking site NavyForMoms (NFM). As seen in other markets, the “mommy bloggers” are an influential group and the military branch tapped into an older version of this consumer. These moms don’t have infants – they have full-grown children. The NAVY specifically targeted mothers due to the impact of their opinion on those interested in joining the branch. They realized that if they could reassure Mom, it could result in higher recruitment rates. The NAVY created a marketing campaign focused entirely on this target market and launched the NFM website as a social media test in March 2008. There are currently 27,481 enthusiastic NAVY family members (predominately mothers) who are very proud and supportive of their sailors, and are advocates of the NAVY. The NFM site concisely states their goals:
“NAVYForMoms.com was created for the mothers (and loved ones) of those who are currently serving or considering serving in the U.S. Navy. The site gives members a place to discuss issues with others who share common concerns. Here, content is member-driven. Questions are asked and answered. Moms share with fellow moms their fears, dreams and personal experiences. The ultimate goal is to provide an environment of understanding, comfort and belonging to all involved.”
Discussions include how to best handle emotions when a sailor leaves home for the first time, advice on attending a sailor’s PIR (’Pass in Review’ aka boot camp graduation), and brainstorming ways to support those who serve when they are away from home, including “Adopting-A-Sailor” during the holidays. Members share and respond to each other through personal blog postings, forums, photos, videos and local events. They customize their experience by writing posts and comments, configuring the look and feel of their avatar and profile and by choosing groups to be involved with. I am a member of NFM, and I belong to the “Proud NAVY siblings” group. It was through this network that I learned about the NAVY tradition called “blue candle lightings,” which is done when a sailor can’t make it home for the holidays – a candle is lit in their honor. I was upset that my brother couldn’t make it home that year, but I felt a sense of connection when I set-up his blue light, knowing that I wasn’t the only family member in the U.S. going through those emotions on Christmas Day. I was one of thousands that day, and since my family doesn’t live close a naval base, I don’t have a chance to physically interact with other military families. Social media has allowed for people similar to me to connect on a virtual naval base, when support is otherwise unavailable.
The NAVY integrated NFM into their overall PR and marketing communications strategy for the branch. OOH environmental ads were created through “Blue lightings” of historic landmarks (a nod to blue candle lightings) and by completely transforming the look of subway stations and sporting venues. Print ads and 30-second spots promoted the site by introducing actual active members, including Karen Gallagher, a proud NAVY mom (Yes, she is a real person who lives in NH, and her sons are NUKES, just like my brother. She is a rather nice lady.). The efforts did not go unrecognized by the community as NavyForMoms campaign won Silver in the AMA’s 2009 Effie Awards in the Government, Institutional and Recruitment category.

We've come quite a long way, haven't we?
The U.S. NAVY has made it a priority to utilize social media. By doing so, they have created a virtual version of the tight-knit military community that has previously only existed for our sailors and their familes on physical bases and naval yards. In other words, NFMs is a great example of how to utilize the power of social media.
10 Comments- Dec 09
- 16
Before You Jump: Know the Dangers of Social Media
- Posted by Lisa Wigetman
- Published in Advice and Tips, Social Media
Thanks to social media, we are now able to connect to the world in ways we never thought possible. Whether you are writing on your friend’s wall on Facebook, texting or tweeting, there is always a way to communicate and most of us don’t think twice before doing so. However, did you ever consider that you may not be communicating with the right person or that what you are tweeting may be used against you at work next week? Unless you have experienced the dangers of social media firsthand, these thoughts have probably never crossed your mind.
The Dangers Of The Public Domain:
Are photos ever put up of you on Facebook that represent you in a way that may get you fired from your job or in trouble at school? Did you ever update your twitter status and write something that was not necessarily PG-13? You may not think twice before posing for a picture or updating your status, but this could backfire. When something is posted online, it is permanent and open to the public eye. Even on certain applications, your privacy settings may limit who can see your profile, but your friends profile may not be limited and what if they display a negative photo of you? There isn’t much you can do about that. Larry Johnson of the Kansas City Chiefs recently experienced the dangers of the public domain firsthand when he decided to use twitter to tweet some comments that were not necessarily “politically correct”. Once his tweets were out there, they drew more attention than Johnson had intended , which has resulted in his release from the team. In today’s world we need to be extra careful when doing something that could land us as victim of the dangers of social media.
Identity theft:
Social media platforms have made many of us more vulnerable to identify theft. By providing too much information on sites such as Facebook and My Space, many of us are making it simple for criminals to create false identities and access our bank accounts. Have you ever received a message on Facebook asking you to verify your Bank of America account number and password? I have certainly received messages similar to this. Although I do not fall for these counterfeit messages, a user new to the world of social media may not think twice before giving out their information. With the increase in identity theft now a days, users of any type of social media networking sites need to be extra cautious with what information they provide to the public.
Who are you really connecting with?
Are you sure Twitter user Soccer452 is really your best friend Suzie? What if it is somebody pretending to be Suzie? Celebrities have so many users trying to impersonate them on twitter that they are now given verified accounts to help the twitter community decipher the authentic accounts from the phony ones. What about on Facebook? I don’t think twice before accepting a Facebook user who has requested to be my friend. However, there have been incidents where Facebook users have been impersonated. Take for example, the tale of Facebook user Bryan Rutberg. In January ’09, an unknown user got in his account and updated Bryan’s status to say “Bryan NEEDS HELP URGENTLY!!!” The unknown user then sent one of Rutberg’s Facebook friends a direct message saying that Rutberg was robbed at gunpoint in London and needed money in order to return to the United States. Rutberg’s friend wired him over one thousand dollars thinking he was helping him out. Meanwhile, Rutberg was safe at home during this whole incident and the money was never to be seen again. Impersonating people on social media platforms is becoming more and more common these days. Although the warning signs may not be clear, we need to always be on our toes when trying to connect with our friends.
Social media has changed most of our lives for the better. It helps us maintain relationships with family and friends, promote our brands and products, and communicate more clearly across borders. However, we need to make sure to be very careful when using any form of social media and watch out for the danger signs. For brands, the ramifications are multiplied. With more people and resources on the line, it’s crucially important that brands know what they are doing when enacting a social strategy. With the typical faceless brand, people often lose sight that a brand is really just one face for an entire community of people and treat brands even less respectfully online. Vigilance and foresight are the only winning strategies.
The two biggest pieces of advice that can be given to any user of social media to protect yourself, whether you’re an individual or a representative of a brand, are the following: Make sure to be careful of what information you put out there else it may come back to haunt you later, and do your diligence when connecting with others. Getting your safety squared away first allows you the freedom to reap the multitude of benefits of the social sphere.
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Brand Voice is Out, Brand Voices are In!
Image by Beverly & Pack
If I had a nickel for every time someone brought up “brand voice” in a marketing meeting over the past year, I honestly think I’d be a millionaire. “Brand voice” is one of those concepts that’s easy to say, but hard to correctly put into practice. Over the past few months, however, it has occurred to me that a discussion about “brand voice” isn’t even the right discussion to have. We need to be talking about “brand voices”
Oh…that’s right…plural!
There has been (and still is) entirely too much emphasis on creating a massive, omnipresent Voice with which a brand communicates to all consumers at all times; as if consumers would rebel and lose faith in the absence of this Arch-Voice to guide them along the dark paths of the modern world. This is absurd, and its silliness has become even more apparent as conversational mediums such as Facebook, Twitter, Quora, YouTube, and blogs increase in importance in a brand’s communication plan.
Continue reading »
6 Comments