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May 29 2009

Google Wave changes the game for small business

There were a couple important new technology releases this week but the most significant for the small business owner is Google Wave. Why? This platform provides a powerful communication and collaboration tool you can use with internal and external stakeholders for FREE.

Google Wave brings together email, chat, photo/document sharing, and many collaborative features that would be very useful to a business on a shoestring budget. It opens the door to business channels that major companies are paying millions of dollars to achieve with expensive enterprise software solutions.
Here’s how it works: In Google Wave you create a wave and add people to it. Everyone on your wave can use richly formatted text, photos, gadgets, and even feeds from other sources on the web. They can insert a reply or edit the wave directly. It’s concurrent rich-text editing, where you see on your screen nearly instantly what your fellow collaborators are typing in your wave.
That means Google Wave is just as well suited for quick messages as for persistent content — it allows for both collaboration and communication. You can also use “playback” to rewind the wave and see how it evolved.
Here is a worthwhile summary: http://mashable.com/2009/05/28/google-wave-guide/
This technology could be so far-reaching and important I’ll turn to the commentary of an industry expert. This commentary comes from industry analyst Jeremiah Owyang and his blog Internet Strategist:
  • Google Wave is about bringing together the Web 2.0 lifestyle to become a workstyle.
    Google’s apporach is significant because it will enter the workforce without having to go through IT management. This undercuts players like Microsoft, IBM, Oracle, and SAP as it grows from the groundup –another groundswell like google docs and yammer.
  • This also impacts Cisco, Webex and Webex connect who is also trying to try new delivery models to the enterprise.
  • Existing smaller collaboration vendors and community platform vendors with enterprise focus will be part of the developer ecosystem and can extend their features to the Wave platform.
  • Google is pushing real time collaboration, and traditional email is asynchronous, yet don’t expect everyone to be interacting in real time, all the time.
  • This is a missed opportunity for LinkedIn who launched their platform but has not exploited as they’ve only hand selected a few partners.

Tags: eCommerce, Google profile, Internet marketing, marketing budget, marketing strategy, web development

Filed in Google techologies, Internet marketing | markschaefer | Comments (0)

May 29 2009

Alternative perspectives on social media impact

My article this week on social media’s impact on personality development spawned many thought-provoking comments and insights. I wanted to share some of the best posts with you as we continue to explore the dangers and opportunities presented by the daily digital hurricane.
Trevor Longino, CEO, Overnight PR.com
I think, as we reach a point where practically everything about us is tracked and assembled in one location (anyone here heard of Google Wave yet?) we will find that anyone who’s not fully opted-in to the hyper-connected reality of the early 21st century will be increasingly out of the loop. Sure, when the CEOs are all people who are 50, never got comfortable with computers, and don’t understand how to “get a twitter,” the gradient is tilted in opposition to the differently socialized kids of today. But wait a decade and see what happens; everyone who can’t dip into the stream of endless communication, sharing, and feedback will find themselves high and dry. My only despair, with younger siblings who are 17, 15, and 13, is that they may send 500 texts a day, but they don’t spell a word correctly in any of them. :)
James Wallis Martin, Director at JB Metrics
…short attention spans, a lack of social skills, and a shaky sense of identity. It sounds like what every generation says about the generation about to come. I am sure it was uttered by researchers in the 50’s (Rockers), then again in the 60’s (Hippies), then again in the 70’s (Stoners), then skipped in the 80’s as everyone in the decade suffered, (not just a single generation), then again in the 90’s (Slackers), and now in the 00’s (Emos).
Social networking is allowing all of us to stay better connected with our friends around the world, those that we otherwise would lose contact with, and helping those that find it difficult to socialize, (either do to location, interests, or personality traits) to be able to socialize. I would postulate that the researchers that are critical of social networking are the same folks who find it difficult to find five friends to invite in Facebook. (whether because they are not comfortable with the technology or because they are stuck in physical mode only wanting to socialize with people they can see in front of them).
Brenna DeLeo, Social Media specialist, Image Communications
I agree with your article, however I think that many of these problems are due to a dependence on electronics in general. Instead of playing outside with their friends, young kids are on their computer or gaming systems. The constant use of MP3 players, cell phones and portable games prevent the awareness of the environment around them, not to mention the opportunity to meet and interact with new people. Overall, I agree that ’short attention spans, lack of social skills and a shaky sense of identity’ could very well result.
John Bottom, Director at B2B agency Base One, U.K.
Mark – I echo your concerns, but is this change necessarily change for the worse? Social standards have constantly changed through history. For example, much modern social behaviour would be considered shockingly casual/rude/impolite to a Victorian observer, but who are we to say that they were wrong and we are right? Or that future generations, as they continue this trend, are wrong. Of course, the growing use of social media, texting, iPhones, video games etc is a big issue today. They’re all technologies that catalyse change – just as movies and TV helped make us different to previous generations. This will undoubtedly have implications for the future, and we (as the over 20s) need to be aware of it. But is there any point trying to stop it? Or even worry about it? The only certainty is change…
Zulfigar Deo, MBA student, Haaga Helia University, Helsinki
Progress is adding to what has already been done. The fundamental nature of change you have mentioned started off last century. If you look at the rate of progression we have made in the last 100 yrs, you’ll see never in history has man done so much in so little time. e.g the fax has come and gone, cassettes have come and gone. Social media, how long do you think it will stay for? I agree we are finally heading towards doing things in a way that even if we wanted to relate to the past we won’t be able to, but this is the start of the acceptance that we are fundamentally doing things differently. Should we start talking how build a sustainable competitive edge from this?

Tags: ethics, Internet marketing, social media, twitter

Filed in ethics, futurist, social media, sociology | markschaefer | Comments (0)

May 27 2009

Is social media re-wiring a generation?

On a rainy day, I was sitting in a shopping mall people-watching. About 75% of the folks between the ages of 13 and 25 were either texting or talking on their phone as they were walking – even if they were with a group.
Being a teen is all about connecting with friends and social media is the perfect channel to do that. In fact, the average teen in America texts nearly 1,500 times a month and 15,000/month is not unheard of (that’s 500 messages per day!)
Clearly, screen-based stimulation has become the primary source of socialization and entertainment among teens and increasingly younger children. Just a few generations ago, the vast majority of a child’s time was playing with friends in the dirt, kicking a ball or playing “house” (or if you go way back, I guess they played “cave.”) What’s the impact of the “highly-wired child” in our new world?
The social media brain
An individual’s neural framework is nearly set by the time they are 15 years old. Everything a child experiences forms neural pathways, and the most-used pathways become aspects of their personality and the foundation of how they interact as adults. Before the days of screen-based entertainment (most of human history!), the strongest pathways were naturally formed by intense socialization with family members and friends, physical activity and interacting with nature in some way.
With so many children spending MOST of their time in front of keyboards and flashing screen, I began to think about this impact on their development and on society. Wouldn’t personality development in the digital age have to be fundamentally, drastically and permanently different?
A disregard for consequence
New research confirms this. A professor of synaptic pharmacology at Lincoln College (U.K.) claims social network sites risk infantilizing the mid-21st century mind, leaving it characterized by short attention spans, sensationalism, inability to empathize, and a shaky sense of identity.
Professor Lady Greenfield said the rapid-fire reward of video games and text messaging could be a cause of the three-fold rise in Attention Deficit Disorder (ADD) over the past 10 years.
She warned against “a marked preference for the here-and-now, where the immediacy of an experience trumps any regard for the consequences. After all, whenever you play a computer game, you can always just play it again; everything you do is reversible. The emphasis is on the thrill of the moment, the buzz of rescuing the princess in the game. No care is given for the princess herself, for the content, or for any long-term significance, because there is none. This type of activity — a disregard for consequence — can be compared with the thrill of compulsive gambling or compulsive eating.
“The sheer compulsion of reliable and almost immediate reward is being linked to similar chemical systems in the brain that may also play a part in drug addiction, Greenwood said. “So we should not underestimate the ‘pleasure’ of interacting with a screen when we puzzle over why it seems so appealing to young people.”
A new way of relating
For teens already struggling with insecurity, social networking can provide a constant reassurance that they are listened to, recognized, and valued. That can be a good thing unless there is no balance with other life skills such as learning to interpret non-verbal behaviors, holding a conversation, and dealing with conflict when you don’t have the time to think up a witty text message.
Free, instantaneous, global communication is creating a generation who will recoil at the thought of three-dimensional conversations, whose social identity and self-esteem will be validated by flashing messages on a computer or cellphone screen. The sanitized, detached world of social media has become the norm, and will reach even younger children with new innovations that avoid live interactions.
While this sounds depressing, follow the logic through to its conclusion. Social media is not going away … quite the opposite. So in the ADD world of our future, those who grew up as digital natives of the Facebook society should have an ADVANTAGE over those who were sheltered. Can you imagine a world where an articulate, well-spoken, well-read individual is the social outcast? If you’re under 20, it’s here.
Life was so much simpler when I was playing in the dirt.

Tags: ethics, facebook, innovation, social media, twitter, web development

Filed in ethics, futurist, social media, sociology | markschaefer | Comments (2)

May 26 2009

More marketing for less: Think inside the box.

Constant innovation should be a central part of your business strategy but when the budgets get crunched, there is still plenty of value in the “old-school” marketing basics.

Bargains in traditional media. Marketing dollars are moving toward Internet marketing, but there is still a place for TV, radio and newspaper — and the value has NEVER BEEN BETTER! Newspaper ad sales were down 38% in 2008 – it’s a buyer’s market. More than 90% of Americans spend an average of 236 minutes a day with TV. I recently worked with a customer who was paying $9 for a 30-second commercial on a targeted cable TV demographic.

Focus on existing customers. Up-sell, cross-sell and micro-market to your existing customers. It’s 80 percent less expensive to sell more to existing clients than attracting new ones. How have their needs changed during the recession? There are probably new product and service niches being created with your valued customers. Go find them before the other guy!

Is your website alive? You’ve probably already invested in the website infrastructure and this is a highly cost-effective way to attract new customers. Is your site aligned with current customer needs? Does it have fresh, compelling content? A bold call to action? How is it differentiated from competitors?

Service essentials. Follow up on every lead quickly. 88 percent of people are happy to hear from a vendor after download within 24 hours. Waiting 96 hours drops that number by half. And think about using personal, hand-written notes to cut through the clutter and really delight your customers. Writing a letter … now that is REALLY old school!

Destroy complacency. I see so many customers spending money on advertising channels simply because this is what they have always done. Are your channels still relevant and targeted? Have your customers shifted to another gathering place? Here’s a more detailed article on this topic: http://tiny.cc/9VYRI

Measure what you treasure. It takes no capital investment to make sure the way you measure your success is still appropriate and driving the right actions in your business. Is your marketing plan integrated and measurable?

Re-discover email marketing. This can be an easy and inexpensive way to stay in front of customers, especially if you have a built-in mailing list. This is a tricky channel, but done right, can be highly effective.

Tags: advertising, business strategy, competitive advantage, customer acquisition, eCommerce, media spend, print advertising, recession marketing, small business, web development

Filed in Marketing best practices, Traditional media and advertising, business strategy, customer acquisition, marketing strategy | markschaefer | Comments (0)

May 24 2009

Your website is not a strategy

Here’s a mistake I see repeated so often by small business owner — assuming that their website IS the marketing plan.
Many people imagine the Internet like a Mississippi River of money — a wide, swollen sea of cash just rushing by! All you have to do is put an Internet site out there and start diverting money away from ol’Man River. This is rarely true.
Here’s an actual conversation I had with a seasoned business person looking to start a new business. To protect her identity, let’s use codename “Clueless.”
Clueless: “I want to start a new Internet business and I want you to help me build a website.”
Me: “Well, what’s your business idea?”
Clueless: “I don’t have one yet.”
Me: “Then how do you know you want to start a business?”
Clueless: “Does it really matter what I come up with? I mean you can SELL anything on the Internet! All you need is a website.”
I swear … it happened.
In defense of Clueless and thousands like her, the Internet is an amazing place. I read an article where a woman had made over $10,000 selling tumbleweeds through a website. Well, even a blind hog finds an acorn once in while. Maybe it’s you … but probably not.
A website must be viewed as just ONE possible sales and marketing communication channel for your business.  And it’s going to be worthless unless you have …. what?  Anyone?  Anyone?  Bueller? A STRATEGY!
Your marketing strategy serves as your guide to a successful and cost-effective promotional plan. The strategy is built around customer NEEDS, not your passion to have a website with animations and disco music. If you’ve done a good job on your strategy you’ll KNOW if a website is going to be a major workhouse for you or just a pony you have to have out there for show.
For most small businesses, a website is not even the primary sales channel. Usually it’s another form of advertising or networking and referrals. Is networking really a marketing strategy? Sure it is. Remember, you’re trying to sell more stuff, to more people, for more money. If it helps you do that, it’s marketing.

Tags: Internet marketing, marketing strategy, web development

Filed in Internet marketing, Marketing best practices, business strategy, customer acquisition, marketing strategy | markschaefer | Comments (0)

May 23 2009

A pause for a lighter note!

Welcome gentle readers to the Memorial Day weekend version of {grow}. For the international crowd, this is a weekend we remember our service men and women and enjoy our family and friends at picnics and social events. And, of course, the Indy 500.

So, on a lighter note, here is a website you will enjoy like no other. I smiled — actually laughed out loud with delight — when I saw this music video that YOU control with your mouse. It might be the most relaxing five minutes you will spend this weekend! It’s lovely and wonderful. Enjoy!

http://bit.ly/HSRUp

Tags: humor

Filed in humor | markschaefer | Comments (0)

May 22 2009

Ten reasons your website is killing your business

I’m alarmed by the number of otherwise brilliant businesspeople who are allowing their website to kill their company.
Many business leaders I meet have abdicated their responsibility to market and sell their products by handing this power to a web designer – believing their website IS their marketing plan. The web has become too prevalent, too easy. The Internet has lulled us into becoming lazy marketers! Here are 10 ways websites can sub-optimize a business strategy, drive away customers and make your competitors look great:
1. No purpose. Before you start a website, be clear about your purpose, audience, message, and call to action. You must have a clear marketing strategy BEFORE you have a website. Your website must be part of an integrated and measurable initiative to build a link between customers and your company, brand and products.
2. No promotion. A website only works if people see it and respond to it. Once you have built your site, work it! Drive traffic to your website with advertising, promotions, mailings, placing the web address on your company literature, business cards, etc. “Build it and they will come” is a line from a movie — not a marketing strategy.
3. Ego trip. It’s heady to see your product in cyberspace for the first time, but don’t let personal interests and emotions get in the way of effective marketing. A majority of websites focus on their company and not on the visitor, customer, or potential customer. A website should address your customer’s needs, pain, goals and educate them on how you can help them. Look at your website through the eyes of your customer. Is your website all about you? Don’t sell what you DO. Sell what they NEED.
4. One size fits all. Don’t try to sell too much, to too many people, in one place. Micro-market wherever possible. Design web pages for every market segment and customer need. That’s the beauty of the web – slice up that target market and communicate to them effectively and often.
5. Unrealistic expectations. A website is not a marketing plan. It is an OUTPUT of a marketing plan and is only as effective as the preparation behind its execution. No website can overcome an inferior business strategy or lousy products. I have encountered people who think they will make money just by having an online presence. Business is business and you have to follow the fundamentals to achieve profitable growth. And remember, a website often is NOT the most effective way to reach your customers.
6. Lack of measurement. My teacher and mentor Peter Drucker, the famous management consultant would tell us, “If you can’t measure it, you can’t manage it.” Web analytics track every page a visitor sees on your website and a lot more. By analyzing your traffic you can see what needs to be improved and what people are responding to.
7. Becoming stale. It’s easy to build a website, relax and expect new customers. But nothing turns off visitors faster than an outdated website. Keep your site fresh, expand it, improve it. Keep making it easier and more fun to do business with you. Keep it alive and relevant.
8. Forgetting your customers. Don’t rely on customers to come back to your site on their own. Instead, capture their email and stay in contact with them. Send them new product announcements, press releases, follow-up messages, surveys, and newsletters. And when you do, make them happy you did it. Always leave them with some new information or insight that will make them glad they are doing business with you.
9. Focusing on traffic, not conversions. The ultimate goal for most businesses is to turn a website visitor into a buying customer. But a conversion might also mean the visitor signs up for a newsletter, contributes an idea, responds to a poll, provides feedback on a product, calls a sales rep for an appointment, or donates money to your non-profit organization. Conversions lead to business growth, not page views.
10. No SEO. In the past 12 months, I bought a car, house and $5,000 in consumer electronics. My first stop for research? A search engine. And I’m not alone. Today, the Internet is overwhelmingly the first place to go for shopping, entertainment, education and information. Not having your business show up in the top level of searches probably means you’re leaving money on the table. SEO has become a key, stand-alone marketing skill. Underestimating the need to keep your site atop search engine results provides an enormous edge to your competitors.

Tags: advertising, branding, business strategy, customer acquisition, Internet marketing, measurement, web design, web development

Filed in Internet marketing, Traditional media and advertising, business strategy, customer acquisition, economic development, marketing strategy | markschaefer | Comments (2)

May 18 2009

Authenticity and the new world of "earned media"

“Being real” has always been a keystone of marketing and advertising, but in a digital world where impressions are fast and last forever, authenticity is more important than ever.
I recently engaged in a discussion with Michael Torano, President at Sevens Full (a consultant who works on digital out-of-home advertising), who had some great insights into becoming a successful participant in social media:
“The old adage “Content is King” also applies to social networking, social media and online community efforts for business. Advertising has historically been a one-way conversation as marketers “shout” their message in whatever medium reaches potential customers. Social media should be treated as “EARNED MEDIA” and is an opportunity to engage and participate in the conversation rather than direct it.
“For this reason, successful and efficient social media marketing tactics should be a participatory engagement with the sharing of information, tips, etc. relevant to your business. If your engeagement (updates, tweets, blog, etc.) is delivered as yet another “media channel” with a constant stream of offers, ads, coupons, etc. you’ll find that it is treated as advertising and “tuned out.” Who wants to “follow” an advertiser for commercials anyway?
“Regarding online communities and other social networking media, be prepared to surrender control of the conversation. You’ll have to take the bad with the good and respond to both. This provides an inexpensive, real-time opportunity to hear/read what your customers and prospective customers have to say about your product and/or service.
“Many firms utilize social media as an additional channel for customer service and FAQ support rather than marketing. There’s nothing wrong with adding a little “personality” (humor, daily activities, opinions, etc.) to the stream of updates. Most will consider it pleasant and even reply; this places a real person in your stream and invites even further engagement. Place a marketing message in your stream. Just be sure it’s surrounded by non-advertising related content to keep the dialogue going and to attract followers and community.”

Tags: ethics, Internet marketing, marketing strategy, social media

Filed in B2B and social media, Social Media best practices, social media | markschaefer | Comments (1)

May 18 2009

Tonight, the Twitter Era became official

It’s nearly 1 a.m. and I am glued to my computer watching the Twitter “tweets” from folks in California experiencing a 5.0 earthquake. By chance, I was online and saw a message come through that an earthquake was rattling Central L.A. I searched for the keyword and watched a steady stream of communication come through that expressed many human emotions — fear, relief and humor.

This is a significant event for two reasons. First, this is the first natural disaster since Twitter reached a critical mass of users in the last few months. Without the numbers supporting it, it could not have been an effective “personal broadcast channel.” I witnessed the power of in-the-moment communication through thousands of perspectives.

Second, because of the platform’s immediacy, eyewitness accounts of the quake were streaming out of the city before the traditional media could catch up. In fact, 12 minutes after the news was streaming out of L.A. on Twitter, there was still no post on the CNN website.

Yes, most of the communication I’m seeing is garbage … one fellow posted, “If Twitter is the future of news, and it’s 20,000 stories in 5 minutes saying “there was totally just an earthquake” … we’re in trouble.”

And there is a lot of humor, too. (“To minimize loss and damage in a quake, try not to own things.”) … probably because the natural disaster apparently is not too serious this time.

But woven through the OMG’s and LMAO’s was a compelling thread of humanity and an entirely new way to experience a current event. The next time there is a terrorist attack or crisis, many will “tune in” to Twitter for their news.

Twitter grew up tonight.

Tags: social media, twitter

Filed in twitter | markschaefer | Comments (1)

May 15 2009

Corporate social media guidelines emerge

One of the hottest topics in social media right now is how to handle these rapidly emerging communications platforms in the context of a public company and corporate responsibility.
This is the Wild West of Internet communications and it’s getting wilder by the minute as people stream onto social media platforms and, inevitably figure out how to abuse it.
All communications, everywhere, all the time presents a nightmare scenario for corporate communications professionals. Where does the line cross between free speech and corporate responsibility? Between open community and terms of employment? How does a large company possibly monitor hundreds of thousands messages that may represent a permanent communication record?
In a recent article, I forecast that companies would have to provide strict guidelines and hierarchical lines of communication in this new era, just as it had in the old. Some readers disagreed, and the results remain to be seen, but in the last week, I’ve read about the first public revelations on internal guidelines that explicitly prohibit employees from engaging in online communications that could denigrate the reputation of the company. Some forbid employees from even revealing who they work for, in some social media situations.
Predictably, the first hard guidelines are coming from news organizations, where the lines between reporting and personal commentary cannot be blurred.
This week the Wall Street Journal posted ground rules for its employees on how to use Twitter and other social media platforms. The rules include:
  • Sharing your personal opinions, as well as expressing partisan political views, whether on Dow Jones sites or on the larger Web, could open us to criticism that we have biases and could make a reporter ineligible to cover topics in the future for Dow Jones.
  • Consult your editor before “connecting” to or “friending” any reporting contacts.
  • Let our coverage speak for itself, and don’t detail how an article was reported, written or edited.
  • Don’t disparage the work of colleagues or competitors.
  • Business and pleasure should not be mixed on services like Twitter … if you are in doubt about the appropriateness of a Tweet or posting, discuss it with your editor before sending.
The New York Times internal guidelines caution:
“… personal blogs and “tweets” represent you to the outside world just as much as an 800-word article does. If you have or are getting a Facebook page, leave blank the section that asks about your political views.”
“Anything you post online can and might be publicly disseminated, and can be twisted to be used against you by those who wish you or The Times ill.”
“Just remember that we are always under scrutiny by magnifying glass and that the possibilities of digital distortion are virtually unlimited, so always ask yourself, could this be deliberately misconstrued or misunderstood by somebody who wants to make me look bad?
And the BBC took a similar approach when it said its employees:
  • Should not engage in activities on the Internet which might bring the BBC into disrepute.
  • Should not post derogatory or offensive comments on the Internet.
  • Should be mindful of the information they disclose on social networking sites. Where they associate themselves with the Corporation (through providing work details or joining a BBC network) they should act in a manner which does not bring the BBC into disrepute.
  • Cannot indicate where they are employed on their personal blogs.

Companies are not democracies and they have the right to employ people who do not want to cause them harm. Although the media companies were among the first to deploy strict guidelines on personal use of social media, the desire to maintain an untarnished reputation is no less important for other companies and we certainly see this practice become prevalent.

Missing from any of these published policies i– consequences. How far will companies go to reach into the public domain of free speech to protect their reputations? And what about disgruntled employees who have an axe to grind against an employer? Another prediction: Companies will begin offering monetary pay-outs to employees they dismiss, with the legal condition that they engage in no public communication to disparage the company.

I think we will soon see the first examples of companies punshing employees who violate these guidelines, setting the stage for new court cases examining the rights to free speech and the role of social media in our world.

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Tags: ethics, social media

Filed in Social Media Policy, Social Media best practices | markschaefer | Comments (1)

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