Get Your Social Media Operations Act Together

By Josh Lysne, July 28, 2010

When it comes to creating a social media strategy, there is one, often overlooked piece of the puzzle that falls through the cracks. The who is doing what piece of the puzzle.

I work with clients to create communication plans and digital strategies that usually include some form of social media. I often get an objection when the social elements of the program are introduced. Something along the line of “we tried a blog but it wasn’t a success” or “we have a Facebook page, but it isn’t doing anything for our business.”

Who’s Doing What?

Digging deeper into the failure, many times it is because the business did not understand who is doing what. The blog was a failure because posts were not written on a regular basis. The Facebook page was a failure because they were not engaging their audience, they were just collecting names. As my colleague Jay Baer preaches, social media is not about collecting names, it is about activating your fans. That can only happen if you know who is doing what.

It can get complex depending on the size of your social media program, but here are some tips to help make sure you’re managing social operations appropriately:

  • If you are blogging, create an editorial calendar. You don’t need to know the what, just the who and when.
  • Again with the blogging, make sure your blogger or bloggers want to do it, if they are forced into it, you won’t get your posts on time.
  • If you have a Twitter account, set up a CoTweet account to help manage interactions, and define who is responsible for interaction.
  • If someone asks a question in a social space, make sure you have an expert on hand that can answer the question if it gets too technical for the day-to-day social listener.
  • If you are being badgered by someone that continues to post off-topic or negative comments in your space, what is the plan to engage them, and who is going to do it?
  • If you have a Facebook page, know who is responsible for engagement. Who is responsible for adding content? Photos? Videos? It might be different people for each task.
  • Who is monitoring social spaces where you don’t currently have outpost? There are tons of free and paid tools out there that help you to monitor the conversations taking place.

Take a look at the Social Media Responsibilities Worksheet we use at the Flint Group. Hopefully it will help you figure out who is doing what.

Social Media Responsibilities Worksheet

Traditional and Digital Media Living in Harmony

By Jodi Duncan, July 26, 2010
Photo by hotmayo on Flickr

Photo by hotmayo on Flickr

To print or not to print? That is the question.

I had an interesting conversation with a client last week regarding a very successful digital campaign. Successful and measurable. Bonus.

We started talking ROI, future campaign budgeting, and the hazards of completely moving away from traditional media. This particular client has seen solid success and increased sales by largely focusing on digital media with a strong emphasis on social media. But, the audience for the product is very niche, easy to segment, and prone to online, super-savvy digital consumers.

We’re hearing it loud and clear. The temptation is to shift traditional media budgets from broad-based awareness activity, to very targeted, segmented and measurable non-traditional media. So what’s the answer? It depends on the objectives of the campaign.

I like digital media. I like the fact that I can see exactly how a campaign is performing in real time. I like that prospects and customers can interact with a brand. However, there are many things that impact that interaction. Typically there is a certain level of awareness and trust that precedes an interaction. That is where traditional media continues to make a powerful difference. Basically, you have to look at the entire scope of the campaign, consider the integration and determine the points of interaction. We want to lead consumers down a path to purchase by using an impartial media mix.

It is smart to always consider print, television, radio, billboard to possibly play a part in a campaign. Think about how you personally look at brands and receive messages. What are you subconsciously picking up as you drive by a billboard? What magazines do you browse through? How often do you read the newspaper? And at what point do you go online when considering a purchase? When you do go online, what are you looking for? Is it product information? Product reviews? Specs? Options? Pricing?

That experience and the timing involved vary by what you are purchasing, how large of a purchase it is, how long the sales cycle is, etc.  In order to reach you, different mediums need to be leveraged at different stages and tie back into the objectives.  It’s the same with every product or service we promote. It’s the blend of outreach that gleans the best results.

With every channel, measure, evaluate and adjust as you go. Because we have more opportunities to look at campaigns in real-time, we want to use that information to our advantage.  We shouldn’t be thinking of digital at the expense of traditional media. Instead, think of how the two work in tandem.

Brands: Stand up. Stand for something.

By Colin N. Clarke, July 21, 2010

flea_marketI encountered a billboard posted by a reputable national insurance company that said, “For all your insurance needs.” My immediate thought: “Really, that’s the best you can do?”

The statement, “For all your [insert term here] needs” is overused, ignored, and irrelevant yet multitudes of businesses continue to use it. To prove a point, out of curiosity I ran a Google search for the term, “For all your needs.” 1.15 BILLION results! So by using the term, you essentially are saying you are just like 1.15 BILLION other businesses out there… no big deal.

Think your business is unique enough to get away with it? Think again. You can search for pretty much ANYTHING with the, “For all your needs” statement and find millions of results and other businesses just like yours using it to generalize their services… and scoring no points with customers along the way.

How about, For all your fertilizer needs (10.4 million results). Or, For all your filtration needs (7.8 million). Or Logistics (19.8 million), or Catering (10.5 million), or Zoology (7.5 million), or Votive candles (What are votive candles anyway? Seriously, 1.3 million results for all your votive candle needs!).

I once worked with an esteemed copywriter who would bristle whenever he saw or heard the term, “For all your needs.” He would flat out refuse to include it in anything he wrote. He would say, “How do they know what I need? It’s impossible for them to have everything I need!” He had a book where he kept examples of ads that used the term and as you would turn page-after-page the statement would become more and more irrelevant. A wasted opportunity to share a meaningful message with a customer.

Every business is built on some point of differentiation, be it price or quality, service or product line, convenience or style. Every brand stands for something, so let your communications be about your differentiation. In most cases you have likely invested significant time and money to cultivate a point of differentiation for your business, so let it show. Communicate it clearly in everything you do. In your service, your marketing, your direct communications and your advertising.

Make your message meaningful and memorable. Your customers will appreciate knowing what makes you unique.

Colin is a senior strategist for The Flint Group. Follow him on Twitter @colinnclarke or on Facebook at Facebook.com/cnclarke.

Are You Inspired?

By Jacob Boie, July 15, 2010

I don’t think it would be too presumptuous to say that many of us were drawn to the creative field because of the potential for personal expression. It comes in tandem with the services we provide clients. Our work is not necessarily about us personally, but in the end, our fingerprints are all over it. Like any good craftsman, we take pride in our work. The ideal outcome for any project is where the client is thrilled with the results and we as creatives feel like proud parents sending our child off into the world.

This happens when we get excited about the work we’re doing. Sometimes it’s easy: you get a job that’s right up your alley and immerse yourself in it. Other times, projects can be challenging. It seems like what makes a creative professional really shine is the ability to make incredible things happen from the very constraints that seemed daunting at the outset.

I guess for this to happen you need to embrace the challenge and, somewhere along the way, wait for inspiration to strike. It may come to you in your sleep, it may come from a long intense brainstorm session, or it may be sparked by some existing work you’ve seen. However it comes, I think we all have our go-to places for quick inspiration. 

Here are a few I use regularly:

The Web: This one’s obvious, but the Internet is our direct line to what’s going on every day in the creative universe. These are some sites that I’m on almost daily: Behance, Abduzeedo, CardObserver, and Motionographer.

Books: I love books. In my opinion it’s impossible to replace the tactile experience of a good book with a digital screen. Here’s a couple I like:

How to Be a Graphic Designer Without Losing Your Soul by Adrian Shaughnessy

Green Graphic Design by Brian Dougherty

The Record Store: We’re lucky to be located right across the street from the only existing record store in town, the Electric Fetus. I go there on my lunch break from time to time just to look at album covers. It’s not the type of work I typically get to do, but it gets me jazzed nonetheless.

Music: Music and creativity go hand in hand. Sometimes it’s good to block out distractions and just get into a rhythm with your iTunes library.

Inspiration is a personal thing and it’s different for everyone. For some people it may be a good cup o’ joe and that perfect yacht-rock song, while for others it’s peaceful silence and a favorite quote. Whatever it may be, that inspiring thing plays a crucial role in the creative process.

What gets you motivated to do your best work? My perspective is that of a designer, but it would be interesting to hear what works for you.

Oh the stories she’d tell

By Josh Hoffman, July 12, 2010

After a year of struggle, she’s back.

If you attended the 2009 Hatling & Flint Circus party, you may have heard the horrible news that Barbie was launched from the cannon and got trapped in a tree.

Original recordings have been lost. This is not the actual Barbie.

Original footage has been lost. This is not the actual Barbie.

Despite our efforts, she could not be rescued. We tried and tried with no avail — we had to count our losses. We watched autumn turn into winter, winter to spring, and now, spring to summer.

She has been through turbulent wind, pelting rain, bitter cold temps, freezing blizzards, blinding snow and scorching heat. She survived plagues of bugs, threats from squirrels and cuttings from territorial birds.

We’re still not sure how she got out of the tree. With thoughts of another winter on the horizon, she may have been a jumper. The birds may have grown tired of her purple tutu and big smile. Maybe the tree grew tired of her constantly perfect posture. Either way, she was back on solid ground. Once on the ground, she had the ants and a riding lawn mower to contend with. Luckily, Bill saw a purple ballet costume and stopped the mower just in the nick of time. We don’t know the events of that Thursday in July, but we do know that she landed on the padded lawn with that expression and pose that only Barbie could hold.

An excited Barbie. Once on the ground, she had a hard time leaving her tree.

An excited Barbie. Once on the ground, she had a hard time leaving her tree.

Through all of this, she hasn’t lost that sparkle in her eyes or that big, genuine smile. Her clothes may be a little tattered and sun bleached, but by golly, her hair is still perfectly coiffed.

Welcome to WF, Joel Wescott!

By Mike Malone, July 12, 2010

WestmorelandFlint’s newest employee, Joel Wescott, talks about his transition from California to Duluth and how inspiration is like soup.

Healthcare marketing: are your communications patient-centered?

By Kimberly* Wold Janke, July 5, 2010

The healthcare industry faces many challenges over the next few years as the implementation details of the newly enacted Patient Protection and Affordable Care Act (PPACA) are completed. While health reform is still a work in progress, one thing is certain at this time – all healthcare companies need to better engage their consumers.

The prediction is that healthcare will become more consumer-driven over the next several years. As with many industries in today’s age, the key to brand loyalty is developing a customer-centric organization that is relationship-based. When communicating with healthcare consumers you need to keep in mind the “what’s in it for me” mantra. Communication is more effective when it is patient-centered — responsive to their needs, values and preferences.

One-to-one conversation

Today’s consumers can see through slick marketing campaigns; they reward brands that fit into their lives and are authentic and helpful. As a healthcare marketer you need to constantly be asking “what is your need” so you can get to the one-to-one conversation with a patient and prospective patient and explain to them “we can meet your need and help you.”

To successfully engage your consumers, your communications should be:

  • Personalized – tailoring leads to better engagement and increases the likelihood for behavior change while generic communications are impersonal and sometimes perceived as irrelevant.
  • Proactive – anticipate your consumer’s questions and provide context, direction and relevant messaging proactively rather than wait for the consumer to seek out information. Multi-channel delivery ensures better response; delivering the right message at the right time in the right manner.
  • Clear and Useful – use clear language (think seventh grade literacy level); clarify the purpose of your communications and explain complex concepts; use purposeful graphics to reinforce understanding; include summaries to provide quick and easy access to the most important information; provide resources and tools that help consumers better manage their own health and make informed decisions. Consider conducting a communications audit on your current communications materials to see if they are clear, useful and map back to your brand positioning.
  • Supportive – remind consumers of the tools and resources you have available for them; establish like-minded communities that allow individuals to share ideas and encourage their peers; make connections that are mutually beneficial to everyone.
  • Measurable – quantifiable results ensure better ROI so you should analyze performance at every stage and compare to your baseline and desired outcomes; regularly monitor all areas in terms of structure, process, strategies, tactics, and outcome measurements to ensure you are continually building a better relationship with your consumers.

I know this sounds easier said than done, but with a committed team, clearly understood communication objectives, a solid plan, and the right technology and tools, you can lead the way in the new patient-centered healthcare system.

How do you plan to be patient-centered

Social Media Policy? Do you have a tradeshow policy or a phone conversation policy?

By Andy Reierson, June 30, 2010

Social media usage by businesses in Fargo, Duluth, St. Cloud, Grand Forks and Anchorage is increasing everyday and rightfully so. It’s a great way to connect and engage customers and prospects. And having a solid strategy to do so will allow you to move the needle and help you reach your goals and objectives for your social media program and your business.

With this increase in usage, however, HR directors are scrambling to govern social media activities by employees. This has led to companies large and small creating social media policies for their employees.

Mike Volpe from Hubspot takes a different look at social media policy development in his post Why Social Media Policy is Stupid. In his post Mike states “… the best “policy” is to hire smart people, give them the right coaching and training, set the correct culture around customer interaction, and then punish those who misbehave.” Although we have a social media policy for employees at Flint Group and have helped many clients develop social media strategies and social media policies, I kind of agree with him.

So what do you think, do businesses need a social media policy?

Top Ten Tips for Professional Email Etiquette

By Amanda Rolfe, June 28, 2010

Email is one of the most frequently used forms of communication in the business world. The more we use it, the more it seems we stray from formal writing. The following list includes tips to writing more professional and effective emails. Feel free to add your own tips to the list.

1. Keep your message short and sweet. People don’t want to read unnecessary information. If it can’t be summarized easily, it might be worth a phone call or face-to-face conversation.

2. Use proper spelling, grammar and punctuation. Write an email as if you are writing a formal letter, especially if you are writing to someone outside of your organization. Always reread for typos and to make sure your point is clear. If you feel you have spent a lot of time editing, save it as a draft and go back to it later. You may catch things that you previously scanned over.

3. Keep your emotions in check. People sometimes find it easy to say things in electronic communication that they would never say to someone’s face. Avoid “flame mail”—if you receive an email that concerns you, have a conversation with the person. You may find that it is all a misunderstanding. Remember—once you hit send you can never take it back.

4. Use the high importance button sparingly. It’s kind of like the boy who cried wolf. If you use it too much, people will think that none of your messages are important.

5. DON’T WRITE IN ALL CAPS. This gives the feeling that you are yelling at someone.

6. Include contact information in your signature. Some things are not easily solved by email, and there may be instances where people need to call you or even mail something to you.

7. Include a subject in the subject line. This makes it easier for people to reference your emails. If you are emailing someone on a different subject than a previous correspondence, open a new email to avoid confusion. 

8. Keep formatting simple. Avoid using fancy backgrounds and crazy fonts. Some email systems only recognize simple text, so they may not be able to recognize the font in your message, making it impossible to read.  

9. Keep attachment file sizes to a minimum. If you are worried the recipient’s system may not be able to receive large files, make arrangements to send them a disc or post to a sharing site, such as www.yousendit.com, to avoid server problems.

10. Don’t send anything that you wouldn’t want your grandmother to see. People have been fired for inappropriate emails. Even if you delete it on your end, the recipient will still have it. If there is any question as to whether your message is appropriate, it probably isn’t.

A Technique for Producing Ideas

By Alan Josephson, June 24, 2010

How can a book first published in the 1940s still be relevant to today’s creative professionals? By answering a question that inspired Chicago-based Advertising Executive James Webb Young to write it in the first place. How do you get ideas?

I recently read this book in its entirety in about an hour (it’s all of 48 pages). For those of you who only have a few minutes, I will summarize it here.

Step 1 – The Gathering of Raw Materials
While it seems like an obvious first step, it is often overlooked or not taken seriously enough (probably because it looks like work). The work you put in is extremely important as it is the base for any ideas to come. Far too many people sit around waiting for inspiration to strike.

For this step, Young recommends using 3×5 cards and writing down any information gathered so that it can be spread out, categorized, and filed easily.

The materials which must be gathered are of two kinds: specific and general. In advertising, the specific are those relating to the product and to the people whom you wish to sell it to. General materials are of equal importance as ideas are nothing more than a new combination of existing elements. In advertising, an idea results from a new combination of specific knowledge about products and people—with general knowledge about life and events.

He likens it to a kaleidoscope. Every turn shifts bits of colored glass into a new relationship and reveals a new pattern. The mathematical possibilities of new combinations in the kaleidoscope are enormous, and the greater the number of pieces of glass in it, the greater the possibilities of new combinations.

When gathering information, dig deep. On the surface there often appears to be no differences at all, but if you go deep enough you will nearly always find that between every product and some consumers there is an individuality of relationship, which may lead to an idea.

Step 2 – The Working Over of These Materials
This part of the process is harder to describe in concrete terms because it goes on entirely in your head. Take the different bits of materials you gathered on your 3×5 cards and feel them all over with your mind. Take facts, turn them this way and that, look for the meaning of them, bring facts together, and see how they fit.  

What you are searching for is the relationship, a synthesis where everything comes together like a puzzle. When looking for meaning, don’t scan them too directly or too literally; facts often reveal their meaning more quickly this way. Like the winged messenger who’s wings could only be seen when looked at obliquely. It’s this part of the process that the truly creative excel, and the part in which they often earn their reputation for absentmindedness.

As you go through this process, two things will happen. First, tentative or partial ideas will come to you. Write down ANY that sprout. Never mind how crazy or incomplete they may seem.  

The second thing that will happen is that after a while, you will get very tired of trying to fit your puzzle pieces together. Keep trying. Your brain, much like the body, also has a second wind.

Step 3 – The Incubating Stage
When you feel you’ve reached a point of hopelessness and everything is a jumble in your mind with no clear insight anywhere, drop it and walk away. Do something that stimulates your imagination or emotions. Listen to music, play with your kids, go to a movie. You’ve gathered info and masticated it well; now it’s time for the digestive process to kick in.

Step 4 – Eureka! I have it!
If you have really done your part in the first three stages of the process, you will almost surely experience the fourth. Out of nowhere the idea will appear, sometimes when you are least expecting it.  

Young sites an example from Mr. Ives, the inventor of the half-tone printing process. “While operating my photo-stereotype process in Ithaca, I studied the problem of half-tone process. I went to bed one night in a state of brain-fag over the problem and the instant I woke in the morning saw before me, apparently projected on the ceiling, the completely worked-out process and equipment in operation.”

This is the way ideas come: after you have stopped straining for them and have passed through a period of rest and relaxation from the search.

Step 5 – The Final Shaping and Development of the Idea to Practical Usefulness
In the final step of the process, you have to take your little, newborn idea out into the cold world of reality and see how it holds up. Many seemingly good ideas are lost when trying to make them fit into the practical exigencies in which they must work.

If it holds true, a really good idea will have self-expanding capabilities. It should stimulate those who see it to add to it. Possibilities in it which you overlooked will come to light and grow into form.