When Should Business Engage in Social Media

The marketing and technology world is on fire with this new form of communication: social media. And yes… I did mean to say new. Many in the corporate and small business world have yet to set foot into this new communication platform. This is hard for many social media advocates to grasp. How could the business world not be ENTIRELY tuned in to the growing social avalanche that is happening in their front yard?

In truth… social media is not really in their front yard at all… more like an alley down the street… waiting to be swept up by an avalanche of customer opinion and buying patterns. We are talking about a flood gate collecting a force that will… soon… explode.

We are still in the infancy of social media adoption across a wide spread of the globe.

This is in no way degrading the idea that the tools of social media will not be a main form of communication in the years to come… we are just not there yet.

We (the business world) are going to see a significant change in how consumers buy and communicate with brands in the years to come. We will see a wide-spread use of social media tools in both the Internet and mobile environments.

So what should the business world do when debating the use of social media for communication and lead generation?

Take it from the words of Jay Baer at Convince and Convert:

“Social media is about fundamentally changing the dynamic between brands and their customers. From master and servant, to peer to peer.”

Now is the time to educate on how to effectively use the tools. Do not listen to a social media expert when they tell you that you MUST be using the tools. You must be educating on how to best use the tools and how they are applicable to your growth as a company.  PERIOD.

Yes… there will come a time when the Internet will unleash the flood gates of 60 even 70 percent of the globe… one unified community of customers, products, services, and brands…

The question is… will you be ready when your front yard is flooded… or not?

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My Top 10 Twitter Business Applications

1. TwitterHawk

TwitterHawk is a real time targeted marketing engine that allows you to search Twitter on a chosen topic (or keyword) and will either auto-reply to that person or generate a list of matches for you to respond or reject. The point of this application is to hit the conversation while it is happening and they follow up. Make sure you are being sincere when using the tool. DO NOT SPAM.

You also have the ability to link track with an average cost of around .02 cents. The people over at Twitterhawk are feeling blessed and are offing 10 free tweets for signing up.

2. CoTweet

CoTweet is a web application that allows you to manage up to six Twitter accounts through a single CoTweet login. This is a great tool for businesses with more than a couple of employees using Twitter at one time. You have the ability to monitor keywords and different trending topics on Twitter. You can assign Tweets and on duty notifications for your employees! It is an awesome tool. I would recommend this for any business owner.

3. TwitterFox

TwitterFox is a Firefox (the Web browser) extension that notifies you of your friends’ tweets on Twitter. The Firefox extension adds a tiny icon on to the Firefox status bar which notifies you when your friends update their tweets. It also has a cool small text input to that you can use to update your tweets from your browser. This may be overkill for some of us that use Twitterific or TweetdDeck, but it is a cool tool to use. You may think it’s perfect if you love Firefox and Web browsing!

4. TweetDeck

There is no better tool out there for managing and organizing your Twitterati than TweetDeck. Imagine a tool that you can use directly from your desktop that manages followers, friends, replies, direct messages, groups, and anything you could possibly imagine. Tweetdeck gives you the ability to create groups that could cater to any type of subject. If you want to pull a feed from Twitter that has to do with Barney and childhood stories it is completely possible to do.

Tweetdeck can also be downloaded on your iPhone and used when you are away from your desktop. The program is easy to use and easy to manage. Built off the Adobe Air platform, it is your social dashboard for Twitter. And in respect to that little tool called the iPhone, there is a feed for that.

5. Hootsuite

Where Tweetdeck gives you the ability to organize and manage followers, Hootsuite is just as powerful when it comes to the world of Twitter productivity. Hootsuite gives you the ability manage multiple Twitter accounts, add multiple editors of the same account, pre-schedule your Tweets, and measure traffic. If you are looking for a tool to help you stay productive throughout your day and not be held hostage by the time suck police, Hootsuite is where it is at!

You have the ability to view clicks and where the click originated based on region of the world. You also have the ability to view your more popular Tweets as well as how many clicks you have received over a given time.

6. Twitterific

Twitterific can be likened to Tweetdeck but is designed more for use on the MAC desktop. Twitterific has an excellent user interface and is small enough not to be annoying. It gives you the same type of abilities as Tweetdeck but offers more keyboard shortcuts for the MAC user. The application is designed to let you view as much or as little information as you prefer when using on your desktop. Twitterific is also available for download on the iPhone as an application.

7. Twhirl

Twhirl is a social desktop software designed by the people who brought you Seesmic the video conversation website. The Twhirl application is still built in the same realm as Twitterific, Tweetdeck, and Hootsuite. It also has the ability to be run on both Windows and MAC platforms. If you are familiar with sites like Friendfeed and Seesmic this may be the tool for you. Twhirl gives you the ability to connect to multiple Twitter, Iaconi.ca, Friendfeed and Seesmic accounts.

You can let Twhirl run in the background while working and it will give you random pop-ups that display new messages. There are a couple of other cool features worth mentioning for this productivity chapter. You can cross-post messages to multiple profiles on other social networking sites like Facebook and Myspace. You an also record a video and share it on the video social network, Seesmic.

8. NearbyTweets

This is a tool for those of us who would enjoy connecting to individuals in our general location. NearyTweets is a website that allows you to search based on geography in order to build customer relationships and monitoring in real time.

NearbyTweets is still fairly new but they will have some awesome tools coming up in the future including premium business tools, ability to show nearby business on Twitter, and a page for setting your default location.

9. TwitterGrader

Hubspot, the people that brought you Website Grader, realized that there was a need to track and rank users based on a certain criteria on Twitter. TwitterGrader was the answer to that question. The site allows you to track and measure your (and others) relative Twitter power. The calculation is based on a combination of different states including your number of followers, the power of your followers, number of updates, clicks, retweets, and completeness of your profile.

10. Twilert

Twilert is the tool for the paranoid in all of us. Twilert gives you the ability to receive regular email updates of tweets containing your brand, product, service or any word you could possibly want, really any word. The service is extremely easy to setup and you will be able to stay on top of the conversation surrounding your specific keyword.

You can also use the service at search.twitter.com but Twilert gives you a more consistent feed from the world of the Twitter.

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Balancing Perception and Reality in Social Media

Is social media everything we really make it out to be? Is there an imbalance between perception and reality when it comes to social media? I would venture to say yes. Before we get into the underlying argument of the two terms… let’s define them (from dictionary.com).

Perception: a single unified awareness derived from sensory processes while a stimulus is present.

Reality: something that exists independently of ideas concerning it.

There is probably a universal argument of perception versus reality in terms of marketing. We are going to touch on that briefly. The majority of marketing communication exists in order to balance the worlds of perception and reality among consumers… among your clients. When it comes to social media  there is an imbalance of the two worlds. There seems to be more perceived value of the tool than the the actual reality (at this given moment).

We can talk about the growth of networks and the stats surrounding the baby boomer adoption of Facebook. We can talk about the growth of Twitter and the role it plays in international foreign policy. However, the fact remains that only 22% of the globe (350 million) has adopted social media as an  avenue for communication.

We are still in the infancy of this communication medium. That is the reality.

However, I am not discounting the value of perception. If a tool is perceived to have high value… it is my belief… that mass adoption is going to come much, much quicker than previously anticipated. What happens when perception turns into reality and your company is left behind because you didn’t change… you didn’t adapt?

There will always be the balance of perception and reality in any form of communications advancement. Did anyone really perceive the true value of television before mass adoption? What about radio? Newspaper? We tend to only leverage a communications medium after mass adoption.

It only makes true business sense to stay ahead of the curve. It is your job as business owners, marketing directors, and C-level employees to watch for the perception turning over to reality.

What do you think? Do we actually have an imbalance?

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When To Fire Your PR Firm Part 2

I was just finishing up this post when a status update came to my attention on my Facebook wall. The much acclaimed marketing technology blogger, Douglas Karr, had just written a post entitled Brody PR: When to Fire Your PR Firm. It was absolutely hilarious and expected that we were thinking in the same world.. because well… Doug is one of my social media mentors. This is officially the first not-planned tag team post by myself and Doug Karr.. enjoy.

Doug’s post talks about the misuse of an email campaign by Brody PR in order to sell a social media book that was written by a client. Doug gives a good argument on why the PR firm should be fired because of spamming individuals about a book that frankly… no one cared about. This all comes down to communication and strategy which Brody apparently didn’t do very well. Now, let’s see if they are doing their own brand reputation management. I am looking for a comment from the firm.

The same concept applies to your PR firm discussing the concept of a social media strategy. It is pretty simple. If your public relations company is NOT talking to you about social media you should fire them. Better yet… check to see if they are talking about it at all. A social media onslaught may not necessarily apply to your communications strategy but wouldn’t you prefer the PR firm in which you hired to be up to date on communication tools?

If your public relations firm is not writing, speaking, and educating their clients on how to use social media for brand management or communication… fire them on the spot. Find someone who actually cares about the changes in communication and technology.

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Balancing Client and Social Interactions in Social Media

I was recently asked by Duncan Alney from Firebelly Digital on a recent Hoosier PRSA blog post to detail how I balance client interaction with social interaction in the social media realm. Here is the question:

“BTW Kyle – perhaps you should share with those that don’t know – how you balance client and your own social media interactions. I know how you do it (now) but clearly – there are others that are dying to know ”

With such a great question posed how could I not answer it? Duncan is a great guy and an awesome social media advocate. I would encourage you to check out the blog over at Firebelly.

I am going to take a stab at this question and form my own opinion on what Duncan meant by client and social media interactions. The idea of being able to balance personal social experience with client lead generation is a valuable commodity when using social media. It is extremely hard in the long run to balance both without taking to much time in both categories. I would venture to say that you shouldn’t try and balance the two… they should be intertwined.

Time is a huge commodity when using social media. How do you take the time to truly use social media without wasting the day away… because we all know… time is money. When the importance of productivity is realized

The social world is beginning to change the way consumers look at brands. Are they viewing the brand as a logo or as an experience? In my humble opinion… the user is viewing the brand as a person… as an experience… as an extension to their daily lives.

I use social media to show my personal side… to show that life is revolving around more than just a balance sheet, an income statement, and an accounts receivable report. Social media is about giving a perspective into the daily lives of the individuals that make up a company. People buy from people and the importance of showing more than just a product is being lost by many individuals using the communication systems provided on the Internet.

When writing a blog, using Facebook, or connecting on LinkedIN… you should be making it a point to deliver a half/half balance of life as well as business. Your potential clients want to know about your knowledge in your given industry but they also want to know about your daily routine… what makes you tick.

I try to balance the two by using Facebook as my social interaction tool and my blog as my business side of my life. How do you balance the two? Do you even try to balance the two?

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Should a Not-for-Profit use Twitter?

The first step in utilizing a social tool like Twitteris to understand the human element in relation to social media. The human element can be referred to as an underlying form of authenticity when using social tools for communication. When consulting with a company, I tend to recommend two separate accounts. You should always have social media tools for your personal life, which could be separate from your business. There are (of course) different argument for both accounts.We can go into that at a later date.

When a person is seeking out information on your company they want two things concrete information (hard data, contact info, about us, etc) and the human element (owner, employee, company mission, etc). Twitter, not to mention every other social media outlet, gives you the opportunity to show a more human side to your business/organization.

Next step: Just try it out. Start an organization Twitter account (ie. Comcastcares). Search for people in your area and start following. See what happens.

Put some HUMAN into your COMPANY. Believe me, it is worth it.

After all, an empty, heartless logo is the last thing a donor will give money.

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3 Steps to Being Productive in Social Media

Everyone loves social media. That is not the issue. There is really one huge issue that keeps individuals from using social media and that is time. Time can be an ugly thing if you are not productive with the tools and time given to you. How are you productive and manage your time effectively? I use the four-touch point model.

Step 1: Use the 4-Points Model

When using social media you should keep in mind the 4-points model. There are 4 points social media applications should touch in regards to your daily life: Business, Local Business Networking, Social, and Information. Choose four main networks where you spend the most of your time.

I use LinkedIn for business applications, Smaller Indiana for local business networking, Facebook for social application, and Twitter for information. LinkedIn can be described as my connection Rolodex. Facebook is to keep me updated on my friends and acquaintances from college and high school. Twitter is a wonderful information aggregation tool where you can follow influential people and the information they share. Smaller Indiana is a great place to connect to local professionals and share ideas on how to make Indiana a better place.

Step 2: Commit Yourself

You get what you put in. How many times have we heard that? When using social media commit to a set amount of time a week to using your applications. You will find yourself spending to much time on your applications if you fail to designate a certain amount during the week.

I try to designate an hour of each day to information sharing (writing blogs, commenting on blogs, perusing my Google Reader) and an hour a day to using my other networks (Facebook, LinkedIn, and Smaller Indiana).

Step 3: Be Authentic

I get numerous e-newsletter in my inbox everyday, most of them vary from mundane to outright boring. When posting on your social media applications, try to add some authenticity and personality to the information you are sharing. When I am reading blogs and posts on social applications the last thing I want to read is an impersonal e-newsletter. I want to know that the keystrokes behind the information is an actual person. Be personal. Be Authentic.

There are the three steps I use to get the most out of Social Media. Cheers!

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Taking an Online Relationship Offline and Going Deeper

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The Brains Behind Social Influence Marketing

If you are running a social media company or  thinking about implementing some type of social media strategy into your business… there is no better company to track than Razorfish. They recently released a report called Fluent which examines the possibilites of using social media influencers (like Chris Brogan and Douglas Karr) to market a product or service. The definition of social influence marketing is as follows:

Social influence marketing is about employing social media as part of the entire lifecycle of a marketing campaign, even beyond the campaign.

There is also a deeper understanding to the concept of social influence marketing (SIM). The idea that marketing has turned away from the company and now is in control of the customer (or at least soon will be) is the basis of SIM. How do you create a market when in reality… in the not-to-distant future… marketing campaigns may not exist. How do you empower certain evangelists to spread the word about your product or service and seem absolutely genuine at the same time?

Razorfish is leading the way in deciding the right form to tackle social media as part of a marketing process. I would encourage you to read the report and experience the world of social influence marketing.

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All That Matters Is Your Story

We are experiencing a change in the world of customer communication. It is no longer the company that is controlling the brand management but the consumer. Forget the concept of social media… we have been witnessing this transition for the past decade… and since the inception of the Internet as a worthwhile tool for communication.

Customers are now talking about you at a staggering pace using sites like Twitter, Facebook, Myspace and LinkedIN… and the list goes on. I was watching TV today and taking note of the increasinly terrible advertising that is taking place on the cable networks. I began to realize that I (along with millions of others) are no longer making buying decisions based on traditional advertising. You can take the definition of traditional advertising any way you want but in my terms it means old ways of doing business.

A great book to read from the Heath brothers is Made to Stick which talks about the concept of creating a story to push your company into the next decade of communication. I have read, reread, and read again the excellent points made throughout the book and began to realize one thing… if you do not create a story that your customers can retell you will lose market share steadily over the next couple of years.

We might not be seeing a steady decline because social media and the Internet is still bleeding edge when it comes to market penetration in a global sense. My question is simply this: What happens when we do reach the peak of market penetration for social media? What happens when your customers ARE using the tool and using it effectively? What do you do when you reach the point? Are you ready for the onslaught? Is your communications department familiarizing themselves with the tools?

All that matters is your story. You are going to be creating a story based on a marketing process but we might come to the point where it doesn’t matter what you want your story to be… your customers are going to create a story anyway. Experience is the key to the future of marketing and customer communication. They (your customer) are going to be talking NOT about your sales or PR release but how they personally experienced your product or service.

Are you preparing yourself for the new age of communication?

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