Mitch Joel's Blog: Six Pixels of Separation, page 365

March 29, 2011

The Art And Innovation Of Listening

It's never been easier to hear what your consumers are saying about you behind your back.



The concept of listening to what consumers are saying about your brands, products, services and the industry you serve is nothing new. For almost a decade, many digital marketing professionals (myself included) have been banging the drum of monitoring online spaces to better understand how your products are positioned. In the past couple of years, things have changed as digital channels have evolved. The ability to track every tweet, blog post and customer review has not only become easier, but an entire industry of software-based services has emerged to help brands better understand the conversations that are taking place - and what they should be doing about it. It's big business and these services are pulling in the big bucks.



As the interest surrounding social media monitoring tools continues to grow, it begs the question: Why are brands spending so much money on social media monitoring platforms when plenty of free and easy-to-access tools already exist?



In short, many of the more advanced social media monitoring platforms offer a more in-depth perspective into not only what is being said, but by whom and how "connected" (or "influential") that individual's reach may be. Beyond that, the ability to customize the content behind a dashboard that offers more optics into how your organization responds and tracks these pieces of content can be critical. Many of these social media monitoring tools also act as a workflow, so an organization can better understand the speed with which something was acknowledged, who - within the organization - acted on it, and what the outcome was. The sheer volume of regular people reviewing and critiquing brands is the other reason why a cohesive software package may be needed. As more and more people leverage platforms like Facebook, Twitter, YouTube and blogs to publicly share their love or hate for a brand, the more complicated responding becomes for organizations of every size that are not accustomed to handling customer service issues out in the open.



Social 2011.



One of the leaders in social media monitoring solutions is a company called Radian6. On April 7th and 8th, the company will be hosting an event in Boston titled Social 2011 - their first-ever user conference that features marketing professionals from companies like Dell, PepsiCo, the American Red Cross and hundreds more. (I'll be delivering a keynote presentation on social media and the new consumer). What could easily turn into a conference about how to quell the angry masses by understanding and responding to every individual that tweets about a brand, the set-up around this event and the maturation of brands and their need to be active in the social media spaces points to a new dawn...



Innovation through data and conversation.



When someone complains on Twitter that their mobile carrier gouged them on roaming fees, that complaint becomes public record. Everything that is being said (the good, the bad, the ugly and the neutral) is not only being retweeted and posted on people's Facebook walls, but that content is also being indexed by the major search engines and easily findable. It's now a world where every brand's reputation is truly public and very much at stake. The counter to that crippling fear is that those who love and care about you are also saying magnificent things about you in the same channels. The content that is now available (the stuff about your brand, your competitor's brands and the industry you serve) may well be the best information you could ever have access to. Where else can you get that kind of candor from a consumer?



The opportunity to listen and leverage that information to your benefit has never been more available and more abundant.



The good news is that you can get a fairly good sentiment about what's happening around your brand by using two free tools: One is Google Alerts, which gives you a quick (albeit imperfect) snapshot of what's being said online based on the keywords you feed into it. You can also choose if you would like to see everything being said about your keywords or only the content Google deems worthy. You can also decide how frequently you would like to be notified (including "as-it-happens") and how (via email or RSS feed). Twitter Search also acts as a way to see what people are saying about your chosen keywords now (and in real-time). Twitter Search is fascinating because it's public - meaning you do not have to have a Twitter profile or be active on Twitter to see what everybody is saying (you do have to join - which is free - if you would like to respond). Couple those two free online services together and you're suddenly able to wrap your head around both the sentiment and volume of chatter.



There is opportunity in listening.



To make matters even more complex (or interesting - depending on the way you look at it), if your brand doesn't ever get mentioned, what does that say about your ability to make a difference in the industry that you serve? What kind of opportunity may exist for you to take a first-mover advantage? What are consumers saying about how you, your competitors or your industry can innovate?



How powerful can a business become when it realizes that in 2011, real friends stab you in the front?



The above posting is my twice-monthly column for the Montreal Gazette and Vancouver Sun newspapers called, New Business - Six Pixels of Separation . I cross-post it here with all the links and tags for your reading pleasure, but you can check out the original versions online here:




Montreal Gazette - New tools make listening to, learning from consumers easier .

Vancouver Sun - not yet published. 




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Published on March 29, 2011 08:16

March 28, 2011

The Real-Time Web Welcomes Real-Time Advertising

It's too bad that Facebook and Twitter haven't quite figured out their unique advertising models yet.



It's easy to be jealous of Google and everything they have managed to accomplish with Google AdWords and their unique advertising platform. While Google's advertising solution seems simple enough (a small text-based ad that is contextual to the search and paid for by the advertiser only when someone clicks on it), all of the best things in life are usually very simple by design. Also, it's important to note that most innovations only appear simple in hindsight. Google struggled for years tweaking the model until it became the beauty (and monster money-maker) we have before our eyes.



Facebook and Twitter have been struggling with new advertising models.



Beyond the missteps (anyone remember Facebook Beacon?) and other advertising-like oddities, the current advertising models are either similar to Google (in terms of only displaying advertising in context) or the ads just look like any other form of traditional online advertising... until now. Facebook seems to semi-serious about delivering ads in a real-time world.



Think about it this way...



If you're hungry for pizza and put that on your Facebook status, wouldn't a coupon from one of your favorite pizza home delivery joints be perfectly appropriate at that, exact, moment in time? Ad Age reported Facebook's latest foray into the modernization of online advertising with an ad format that will do just that. In a follow-up news item (Will Ads in Real Time Be Facebook's Holy Grail?) published today, Ad Age reported: "Facebook is attempting to match existing ads in its system to status updates and wall posts in real time, based on a combination of user profile data (including at times, keywords and interests) along with the current update. But when it does come time to sell these ads, experts suggest advertisers will be willing to pay much higher prices, helping to boost the nearly $2 billion in revenue the site reaped in 2010. Offering ads relevant to a person's immediate needs or state is one thing. Facebook's real opportunity - and what sets it apart from Google - lies in mixing that relevancy with all the information it already has about users based on their profiles, such as location, age and gender."



You would think that Twitter would be all over this as well. You would be wrong.



As Facebook presses on, Twitter still lags behind. Just last week, The Wall Street Journal's All Things Digital Blog had a news item titled, Twitter Ads Move Forward by Carving Up The Globe (March 24th, 2011). Simply put, Twitter is rolling out a supplemental service to their current Promoted Tweets program that enables certain advertisers to target their ad tweets by location. "If this strikes you as a common-sense must-have feature for any Web ad business-let alone one with Google-sized ambitions-you're right," stated the All Things Digital Blog post. "Which shows just how embryonic Twitter's ad product is today, nearly a year after launch."



The gap widens, but it's still early days.



Digital Marketing professionals tend to think that there is nothing new happening under the sun in advertising innovation. We also love to play armchair quarterback and question how many of these Social Media spaces are really going to pull in significant revenue and create a platform that the more general mass advertisers will pay attention to. Personally, it's interesting to read both of those news item and to then spend a couple of minutes reflecting on how new all of this truly is.



What is obvious?



We don't have all of the answers. This type of testing and experimentation is ultimately good (even if it fails). We're in the middle of a huge shift and change in advertising: how often do you get to be an active participant in the development of newer advertising models and platforms? It's an exciting time. Whether or not Facebook, Twitter or even Google continues to dominate the zeitgeist is less important when compared to the reality that it's a great time to be in marketing as all of this unfolds before our eyes.



I hope you agree?





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Published on March 28, 2011 18:38

March 27, 2011

The Value Of Marketing Engagement And Innovation With Ian Schafer

Episode #246 of Six Pixels of Separation - The Twist Image Podcast is now live and ready for you to listen to.



When I first got interested in online marketing, there were only a handful of others you could turn to for serious professional advice. Along with Bryan Eisenberg and Joseph Jaffe, Ian Schafer was another one of the key people who played an integral part in the evolution of Digital Marketing. Currently, Schafer is the CEO and Founder of Deep Focus - an engagement and innovation marketing agency. Prior to founding Deep Focus in 2002, Schafer was VP of the New Media division of Miramax Films. Named a "Media Maven" by Advertising Age and one of Adweek's "Young Ones", Ian has been featured in Wired, The New York Times, The Wall Street Journal and many more publications. We've been friends for a while and realized that on the eve of sharing the stage at the upcoming Socialize event by Media Bistro in New York City (March 31st - April 1st, 2011), it is high time that we recorded a conversation about Marketing, and how companies should strive to get more out of it. Enjoy the conversation...



You can grab the latest episode of Six Pixels of Separation here (or feel free to subscribe via iTunes): Six Pixels of Separation - The Twist Image Podcast #246.





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Published on March 27, 2011 11:15

March 26, 2011

Six Links Worthy Of Your Attention #40

Is there one link, story, picture or thought that you saw online this week that you think somebody you know must see?



My friends: Alistair Croll (BitCurrent, Year One Labs, GigaOM, Human 2.0, the author of Complete Web Monitoring and Managing Bandwidth: Deploying QOS in Enterprise Networks), Hugh McGuire (The Book Oven, LibriVox, iambik, PressBooks, Media Hacks) and I decided that every week or so the three of us are going to share one link for one another (for a total of six links) that each individual feels the other person "must see".



Check out these six links that we're recommending to one another:




Interchangeable Parts - Engines Of Our Ingenuity . "There are all sorts of fascinating, poorly-formatted nuggets in the corners of the Web. The Engines of Our Ingenuity is no exception: a labor of love that's been running on NPR since 1988, with around 2700 episodes under its belt. You could do worse than to use this as the basis for an entire history lesson: it's like a user manual for Sid Meier 's Civilization . As an example, I've chosen an episode on interchangeable parts -- something we take for granted every time we repair a car or change a battery, but which was revolutionary in the 1700s." (Alistair for Hugh).

The Case of the "Audiosonic Identiglyph" - Kempa . "All I need to do is quote the creators' final words: 'To this point, the feedback has been equal parts amazement, ennui and rabid consumerism, which, in the introduction of any bleeding edge technology, is an entirely predictable result.' Adam Kempa , with the help of many others, takes on a secret message from Brand Labs . Encoded on the liner for Fawn 's Greetings from the World Wide Web, it's a great example of how messages reach audiences on many levels. Brand Labs' tongue is firmly in their cheek for this one." (Alistair for Mitch).

The Valparaiso Cerro Abajo Bike Race . "This is the craziest video I have ever seen, I think. One of them, anyway." (Hugh for Alistair).

The best journalism-job want ad ever ever - Mother Jones . "If every newspaper posted job ads like this one, I think there would be less talk of the death of journalism." (Hugh for Mitch).

Google Debuts New Online Magazine - Mashable . "With Google quietly launching their own online magazine this week, you might think that this link would be for Hugh, not Alistair (and you would be wrong). Think Quarterly is, 'a 68-page dive into the world of data and its impact on business. The first thing most people will notice is that it's a visually stunning piece of work. It's a rich Flash app with Google 's quirky sensibilities and the in-depth writing you might find in BusinessWeek or Salon. Google's quarterly magazine is edited and designed by creative agency The Church of London,' explains Mashable . Is Google about to make data and business even cooler?" (Mitch for Alistair).

Twitter Was Act One - Vanity Fair . "Let's face it, there many, many times that traditional mass media gets it right. This is one of those instances. Quality and well-established magazines (and other publications) are offered access to certain individuals most Bloggers could only dream of. When you couple that with someone who has experience writing long, in-depth features and has a knack for telling a great story, you get a beautiful piece like this one from Vanity Fair . David Kirkpatrick is the best-selling author of The Facebook Effect and in this article he interviews Twitter founder (and current CEO of Square), Jack Dorsey. It's a must-read." (Mitch for Hugh).


Now it's your turn: in the comment section below pick one thing that you saw this week that inspired you and share it.




VCA 2010 RACE RUN from changoman on Vimeo.





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Published on March 26, 2011 10:44

Social Media Automation, Respect, Credibility And Robots

It's easy to automate Social Media. It's easier to automate your online engagement. I'll caution against it.



An online connection recently introduced a new service that enables people on Twitter to bring together a small group of trusted Bloggers that will automatically retweet out to everyone's network all of the Blog posts that the group of Bloggers creates individually. On the surface, it seems like a cool idea: you choose the Bloggers you know and trust, and all of the content created by this collective is shared within the entire collective's Twitter network. The spirit of this platform sounds great: ensure that great content gets shared and gets attention.



It's not for me. I'm not a robot.



I don't want to automate my tweets - even ones about Blog posts from people I know, like, respect and follow. The truth is, I don't get a chance to read everyone's Blog posts all of the time, and it seems disingenuous to recommend something automatically to my connections without spending some time with a piece of content and thinking about if it would add real value to the people I am connected to. It seems like automating this process is a little spammy and it feels wrong to recommend something that I may not have seen at all.



It's easy for me to say, I have a nice-sized network already. 



I don't need a service like this. I have an audience and it continues to grow on its own, but what about the Bloggers who are just starting out? How do they build audience? Well, if I only had a handful of followers on Twitter, I would probably be less interested in this service. If I only have a few people who trust me enough to follow me and connect with me, how would I ever be able to build up a network of trust and credibility if I'm automating this process for such a small/close-knit community?



Can this work?



The concept works and can scale if each person within the network truly does read and follow every Blog post that every Blogger within the network posts, and feels that every piece of content is always worthy of sharing with their audience. Does that sound reasonable? My years of experience Blogging says, "no." People are inundated with content and a place like Twitter adds a more human (and real) way to curate and edit content. If everyone winds up automating that process to tweet out like a robot every piece of content, Twitter becomes nothing more than another RSS reader where your connections are choosing your subscriptions (instead of you). I follow people on Twitter because they act as amazing curators, not because they're retweeting out every Blog post from the people they respect, but rather the best Blog posts from the people they respect.



Gaining credibility and trust online is not about automating the process. It's the same reason big brands struggle to make credible connections as well.





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Published on March 26, 2011 03:58

March 25, 2011

The Future Of The Web May Not Be Social

...and why I hope I'm wrong.



That was the topic of my TEDx talk that took place in Montreal on February 19th, 2011...






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Published on March 25, 2011 17:02

March 23, 2011

What Type Of Advertising Has The Most Influence?

You would think that the shift is clear. That true influence when it comes to advertising comes from channels that are more personal or more interactive. You would be wrong.



MediaPost ran a news item today titled, TV Advertising Most Influential, that would make any Digital Marketing professional raise an eyebrow (or two). "According to Deloitte's fifth edition 'State of the Media Democracy' survey, 71% of Americans still rate watching TV on any device among their favorite media activities. In addition, 86% of Americans stated that TV advertising still has the most impact on their buying decisions. The survey indicates that the Internet, mobile and social media channels are enhancing the overall television viewer experience, driving people to watch first-run programs and live events during their initial broadcast. And, nearly three-quarters of American consumers are multitasking while watching TV. 42% are online, 29% are talking on cellphones or mobile devices, and 26% are sending instant messages or text messages. 61% of U.S. consumers now maintain a social networking site, where constant streams of updates and discussion forums have made delaying awareness of live TV outcomes a near impossibility."



Welcome to media purgatory.



While television maintains its pole position as the dominant power in advertising influence, it's still fascinating to see not only the multi-platform activities of consumers, but also how interactive those channels are when coupled together. And, if you think about it, does a survey like this take into account the type of marketing we see happening in places like Twitter or through the power of websites that allow their consumers to leave reviews and rate everything? Some of the thinking around television's stronghold has to do with the fact that the conversations about shows, entertainment and brands that are taking place while the television is on in the background helps to reinforce its power, rather than shift the influence to other channels that are disrupting the full attention that used to be given to watching television.



That's a pretty powerful testament to the strength of television advertising.



It also speaks to the many media pundits who extol the virtues of new media and the death of the 30-second spot without factoring in that we still have a global culture of people who much prefer to consume media than to create it (it's something that Clay Shirky explains so brilliantly in his second business book, Cognitive Surplus). The report sheds some light into how deep the chasm is between traditional advertising and the newer channels as well. The question posed is...



Which type of advertising has the most impact on buying decision? (the percentage of respondents said):




Television - 83%

Magazines - 50%

Online - 47%

Newspapers - 44%

Radio - 32%

Billboards/outdoor advertising - 13%


The gap between television and online is dramatic.



But consider how mature of an industry television advertising is when compared to online, and also consider the creative. Beyond that, it's amazing to see how much more influential online advertising is when compared to radio or out-of-home advertising. Yes, I'm going to defend online advertising and it's ability to deliver much more than a great advertising message (always remember: marketing is not advertising), but none of this is set is stone. The media landscape continues to fragment, change and act differently.



Just don't make the mistake of thinking that television is no longer powerful. It is.





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Published on March 23, 2011 15:32

March 22, 2011

On Having A Platform

The way any individual can move the needle in their professional career is by having a platform.



Part of the dance that many aspiring writers must do to get a major publishing deal is to demonstrate to the publisher that they have a platform. It's not just about an interested audience, it's about having a place (actually, it's preferable to have multiple places) where you can get the idea of your book to spread. If you wanted to use me as an example, I have multiple platforms: this Blog, the Six Pixels of Separation Podcast, my bi-weekly newspaper columns in the Montreal Gazette and Vancouver Sun, my semi-regular appearances on CTV News, I speak at over 70 corporate events every year with two of the leading speaking bureaus in the world as my agent (Greater Talent Network and Speaker's Spotlight) and beyond that I am active in both traditional media as a subject matter expert, with industry organizations, through our clients at Twist Image, and through channels like Twitter, Facebook, etc... A well-rounded platform like this gets publisher's excited, but it's not for everybody.



Why can't publishers focus on what matter most: the quality of the idea and the book that is looking to get published? 



Seth Godin recently Blogged about this over at The Domino Project in a post titled, Dinner And A Show, where he says: "The show is what sells books. If the author can promote, create a viral sensation, get media, do talks, sell in bulk - the book goes along for the ride. This cripples great work, because great work without a great show can't easily break through." Michael Hyatt over at Thomas Nelson Publishing had some similar thoughts in his Blog post, How Important Is An Author's Platform? "Sure, as a publisher, I would like to have a great book from an author with a giant platform. But you rarely get both. I've seen plenty of big-name authors fall flat on their face. And I have eaten my share of unrecouped royalty advances from these under-performing titles. Media exposure does not always result in a bestselling book. Too often I have seen publishers rely on the platform and not pay enough attention to the quality of the product. This is a recipe for disaster. Call me old-fashioned, but I still believe in the power of a great concept and great writing."



The content needs to stand up on its own.



This is an important lesson for Marketers who are quickly realizing that their jobs in a Social Media world force them to act a lot more like publishers and content creators than the traditional advertising roles they are more accustomed to. In order to generate significant levels of success, their content can't be thinly veiled marketing pieces, but must live and breathe with authenticity and value within the ecosystem. Most brands can't deliver on this because they have no idea how to quantify what success looks like (and how not to be self-serving with their Social Media endeavors). Seth and Michael are right: most people can do one thing amazingly well and it's a unique type of character who can leverage multiple media platforms to deliver unique messages that resonate with an audience (people like Seth, Malcolm Gladwell, Jeffrey Gitomer, and a handful of others have this gift). In a world where an author's time may be best spent on the actual writing (their true craft), it gives pause to think that a Marketer's time could well be best spent marketing.



Is the attempt to turn Marketers into content publisher's going to backfire or it a natural evolution?





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Published on March 22, 2011 20:50

Do You Need A Mobile Version Of Your Website?

No. You do not need a mobile version of your website.



Creating a mobile version of your website is like creating a website that is a digital version of your brochure. It's amazing to speak with business professionals and have them ask (multiple times every day) about whether or not they should have a mobile version of their website. The reason you do not need a mobile version of your website is because mobile is not the same as the Web. From platform to technology to how the consumer interacts with the media, the only thing that that the Web and mobile have in common is that they are both (still) new media.



Mobile is not a smaller version of a website.



Mobile must be treated as a beast unto itself. There are varying devices in market from mobile browsers that lack a lot of functionality to smartphones that offer unique browser experiences (think iPhone and Android). On top of that , iPad and the new tablet revolution add a whole other layer of complexity into the the equation. The way someone accesses the content is fundamentally different from a Web experience, but most importantly, more and more consumers are using mobile as the first gateway to find out about your brand.



Mobile is gaining market share.



... and with that market share comes a lot of attention. Is the shift from a personal computer world to a mobile world happening fast? Deal with this: according to IDC, 101 million smartphones were sold in Q4, versus 92 million PCs (more on that here: Business Insider - The Smartphone Market Is Now Bigger Than The PC Market). We are quickly moving to a world where all of our connected (and interconnected) devices will be mobile (most of them already are) and that will be our primary way we connect to information, one another and yes, brands as well. In the MediaPost news item, Mobile Rocks, the message is clear: "during the past year, technology improvements, device innovations and growing mobile media consumption have laid the foundation for the development of a strong mobile ecosystem. The challenge for marketers and brands will be how to successfully navigate through one of the most complex and rapidly evolving mediums the world has ever seen. The next year should be one of the most exciting in mobile history."



Mobile is not the new Internet.



Mobile is something completely different. It's portable. Voice still plays a factor in it. It will not be manipulated by a keyboard or a mouse (it will be touch). The content and context must be easy to use, deliver results fast and give immediate value to the consumer. On top of that, mobile will (quickly) become the default platform of connectivity. So, once again, you do not need a mobile version of your website... you need to be thinking about your connected consumer and how you are providing them with the information, resources and content when they want it, where they want it and how they want it.



Mobile is not a smaller, lighter version of what you're doing online. Is it?





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Published on March 22, 2011 19:54

March 20, 2011

The Future Of The C-Suite And Marketing

Episode #245 of Six Pixels of Separation - The Twist Image Podcast is now live and ready for you to listen to. This is also episode #13.20 of Across The Sound.



Joseph Jaffe is widely regarded as one of the top Marketing Bloggers (Jaffe Juice) and Podcasters (both Jaffe Juice in audio and Jaffe Juice TV in video). He is the author of three excellent books (Life After The 30-Second Spot, Join The Conversation and Flip The Funnel). A long-time friend (and one of the main inspirations behind the Six Pixels of Separation Blog and Podcast), we've decided to hold monthly conversations, debates and back-and-forths that will dive a little deeper into the Digital Marketing and Social Media landscape. This is our 13th conversation (or, as I like to affectionately call it, Across The Sound 13.20), and this one focuses on marketing and its role in the c-suite. We invited Jonathan Salem Baskin (author of Branding Only Works On Cattle, Histories Of Social Media - and others - and a contributor to Advertising Age) to join us based on his recent Blog post, Not Another Suit. Enjoy the conversation...



You can grab the latest episode of Six Pixels of Separation here (or feel free to subscribe via iTunes): Six Pixels of Separation - The Twist Image Podcast #245.





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hugh mcguire

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Published on March 20, 2011 12:01

Six Pixels of Separation

Mitch Joel
Insights on brands, consumers and technology. A focus on business books and non-fiction authors.
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