Showing posts with label Twitter. Show all posts
Showing posts with label Twitter. Show all posts

Monday, April 15, 2013

Hashtags: You’re Doing it Wrong


By Chancelor Shay, Account Executive

You just wrote a solid 115-character quip on your deeper analysis of a common observation that you’re sure will get at least five retweets and a handful of favorites from your followers. But you have 140 characters worth of space. You can’t just waste 25 characters, but the current draft already reflects perfect wording. What do you do? Of course! Add a hashtag!

That seems to be the thought process behind many of the tweets I see stream across my somewhat-cluttered Twitter stream. As a professional communicator, it’s bothersome that these tweeters don’t have the courtesy to ask themselves, “How does this add value to my message for my followers?” Meaningless hashtags are so prevalent that I considered whether or not the majority of tweeters understand what a hashtag is and its purpose. It’s not as absurd a question as I thought, made apparent when lifelong broadcaster and Emmy Award recipient Vin Scully asked “What is hashtag?” on live TV.

The simple answer to Scully’s question, of course, is a search indexing tool for Twitter that allows the site to more easily sort messages focused on a specific topic. The hashtag allows for a collective discussion around a single topic, whether it be a conference or trade show, current event of interest to masses of people, or an informational theme such as “dailymotivation” or “fitnesstips.” This helps the Twitter community build their social network with people who provide content they’d enjoy.

But just how the use of texting has evolved from its initial purpose as it’s been adopted, so too has the hashtag.  

We’ve seen the “hashtag as the punch line of a joke” tweets. Ending a message about a trip to Dog Beach might be #Wetdogsmellairfreshener. Capping off a confession of love for Nutella we could expect #NoreallyIcouldeatNutellaateverymeal. Or concluding an observation of road workers sitting down on their lunch break someone might announce #Mytaxdollarsarepayingforyoutoeatasandwich. I’m not convinced others will search any of those hashtags with interest in joining the conversation.

Then there are hashtags that were invented specifically so that anyone interested can join the conversation and offer an opinion. These are hashtags like #WeCan’tDateIfYou and #ThingsshorterthanKimKardasiansmarriage. Rather than being a reactionary product to something else, there is no reasoning for these hashtags to exist beyond the fact that they can exist.

The variations of hashtags are so vast that, in their quest for constant irony as a counter culture, hipsters adopted the hashtag #hashtag. Is it ironic? More like self defeating.

So are hashtags a trend? Will they go the way of Ed Hardy T-shirts and Von Dutch trucker hats?

Essentially, as online conversing continues to become the status quo, the hashtag is showing characteristics of natural language. People are manipulating, misusing and experimenting with it. They’re the opposite of a trend because they’re not one thing and are constantly evolving. In that sense, I guess, explaining the “right” way to use a hashtag is like explaining the right way to deliver a joke or what facial expression is correct for the subject of discussion. You can’t define what’s “right.” In the same way you can’t stop that one co-worker from winking after each sarcastic statement he makes, you can’t stop tweeters from hashtagging every other word in their message. But you can unfollow them. #Winning 

Friday, April 5, 2013

Four PR Trends


By Grant Wright, CEO

Looking at past trends in an evolving industry can be a poor predictor of future trends—whether you’re talking about the stock market or the PR field.

Witness Facebook (a 9-year-old), Twitter (a 7-year-old), Instagram and Tout (both 2 year olds). These are among only a few of the game changers that disrupted the publishing industry. Each is a relative toddler by traditional business standards, and not that many years before their existence I don’t recall anyone predicting them. But their global impact on the human condition is already established.

The trend impacting the PR industry, therefore, is not which new social tool will take off, but that game changers are now the norm. Expect and anticipate them.

Here are four things (among many) I see near through long term impacting PR.

The Story Stays

We like a good yarn. Stories have been told throughout human history and they’re not going away anytime soon. So while the delivery method may continue to break speed records in the unprecedented data age we’re now in, if there isn’t a compelling story to whatever the communication is, it won’t leave the station.

In creating your communications, think about your story. How compelling is it or could it be, and why should others care? And if you don’t have one, then either create one or rethink your communication strategy for most effective resource use.

Multimedia Explosion

We are a sensorial species, and with the written word there’s a terrible lack of engagement of the senses. True, imagination can help make up for that. However, the way I imagine Utopia and you do can be very different, meaning there’s a significant control loss of the intended message. But what if I could not only tell you a story, but also engage you in it by your five senses? Instant communication around the planet is now possible with video covering sight and sound that will only increase. But I think it’s only a matter of time before technology allows for an online cook ‘book’ to not only convey with what and how something’s made, but also how it should look, feel and even smell and taste.

Additive Manufacturing

 …aka 3-D Printing will change everything, and this means for PR too.  I think 3-D printing is truly Roddenberry’s Star Trek replicator come to life like the cell phone, and why I see it profoundly impacting PR is that currently the world’s societies are built largely around traditionally manufactured goods and related services – shoes manufactured in China are consumed in the USA; medical implants created in New York are used in Canada; an airplane is created and assembled from many different places; etc. Things today are still made for us and we don’t make things for ourselves. PR supports all of this ‘traditional’ world commerce that in the next decade will dramatically change with the advent of 3-D printing for the masses. Like intangibles such as information value decreasing with increased accessibility, so will the value of physical goods change. As it does, PR will change as well, becoming less about conveying a compelling call to action to buy consumer products, say, and more about strategically helping communicate things like B2B opportunities, services expertise, key events, experience opportunities, and political and societal agendas.

Local & Smaller

It’s well established doctrine for good communication to know thy audience, and reach them where they are. With billions of us now having our heads buried in our smartphones more than we’d like to admit, guess where audiences are? Sure, we’re still driving down the freeway ready to notice a billboard, pouring over that quaint thing called a newspaper at Starbucks occasionally, and watching commercials whip by as we watch our favorite DVR’d show.  But increasingly we’re more interested in our immediate environs – our local neighborhood - than otherwise. So as opposed to a broad shotgun approach, PR will increasingly need a precise rifle approach tailored to local geography and interests. And in doing so rely less on large real estate like a full magazine, in-depth television reporting or a regional newspaper spread, but instead plan for consumption to be increasingly on a screen just four or five inches wide—that if it’s showing a picture of a rose, soon enough will probably smell just as sweet.



Twitter: Grant_Wright
Tout: Grant_Wright
LinkedIn: /grantwrightwoc
Twitter: @wrightoncomm
Facebook: /wrightoncomm

Friday, January 11, 2013

Rise Thee Visual Web, Rise!

By Grant Wright, CEO

Did you receive some sort of electronic device over the holidays? A smartphone like an iPhone or Android? A video game, camera, iPod, tablet, or laptop or maybe a new PC or Mac?  If you didn’t chances are you know someone who did.

A year ago I wrote that for the first time smartphones sales exceeded yearly PC sales. And a few months back, I mentioned that there are African countries that have largely skipped the landline era and gone straight to mobile phones, with there now being more than 715 million in Africa. In the U.S., Comscore reports 114 million Americans used smartphones in July 2012, and that this represents roughly half the potential market. So, add another 100 million or so and the American market’s done. Thinking about the 2012 holiday period, I bet there was a healthy dent in this remaining half. So, what will people do with, and demand of, all these powerful devices?
 
Where I’m going with this is that I think we’re in for another sea change, and soon. Like many things, communication evolves, sometimes slowly, and sometimes with startling disruption – witness the printing press, typewriter, PC, Internet, email software, mobile text, Facebook, Twitter...

Sure, there are relative periods of stability – long like the ancient days of cave walls and word of mouth; medium like the era of print newspapers and magazines; and short, like mobile texting.

It’s this last one which days are especially numbered, at least as we know texting today. With so many smartphones capable of so much more than a simple text message; with WiFi proliferation and data costs dropping like a rock; carmakers now incorporating WiFi and imminently 4G in vehicles – texting and Twitter don’t stand a chance. Why type something when you can just Voxer someone or blast a picture or a quick hi-def video with Tout? All hail thee visual web!

At the 2013 Consumer Electronics Show happening in Las Vegas as I write this, one theme seems to be even larger smartphone screens to come. Personally, I don’t want to hold a brick to my head (been there done that with cell phones in the 80s). And who knows where a smartphone ends and a tablet begins. Smablet anyone? Another CES theme seems to be the connection of all the new devices to traditional devices like TVs. But ALL of these devices point to the need for more audio and visual content, and less thumbing of the written word.

While the need for compelling information, good storytelling and devices like humor and emotion are among the few communication components that are ‘traditional’ anymore, how the information is conveyed, story told and emotion evoked is ever changing. Increasingly, the cut-through will be achieved through multimedia – sound, video, graphics, animation and, I predict, soon enough smell. Yep, they’ll figure a way to trigger your device to release bacon and perfume scents. Forward thinking firms are already thinking of ways to respond to, if not lead, the rise of the visual web so as to remain connected to their target audiences wherever they are.

(W)right On celebrates its 15th anniversary this month, but we’re just getting started. Owing to our great team and amazing clients we are privileged to serve, (W)right On was recently honored as a 2012 Most Admired Company for its professionalism, integrity and accountability. But like it also leads on the more tangible fronts such as social media evolution and communication program results, you can expect (W)right On to remain on the forefront of the visual web rise. Will you be there too?



Twitter: Grant_Wright
LinkedIn: /grantwrightwoc
Twitter: @wrightoncomm
Facebook: /wrightoncomm

Friday, June 8, 2012

Five Free PR Resources to Make You More Productive

By Julie Wright, President

Some of the worst things in life are free: free advice (no thanks), free love (ugh) and free sofas on the side of the road (also known as trash). It’s important to choose free tools that really make a positive difference in your day.

Also keep in mind that with any ‘free’ resource, the time you spend figuring it out is a cost. When a client recently asked me for recommendations on free website hosting and design templates, that thought sprang to mind. What is the true cost of messing around with a rigid template or cryptic user instructions?

So, what free resources would I recommend to help your PR program?


1. Interns

OK, that’s a joke. Interns are not free. They are a big investment. We have been fortunate to work with many diligent, creative and detail-oriented individuals—primarily from San Diego State University’s PR, media and journalism programs—over the years. And we sincerely hope that during their experience with (W)right On Communications, they grow in ways they never imagined and bond with a set of professional colleagues that they can call on for the rest of their lives for guidance and support. (And, in that spirit, please join me in welcoming Leah Reyes to our team this summer!)


2. Google

Best practices, case studies, how to articles, media contacts, editorial calendars—search the Internet for inspiration as you develop your plans or to help you kick start your brainstorming. If you’re at a loss for ideas or need to be re-inspired, Google can get you there in 30 minutes or less. If you are not actively and continuously seeking out current best practices in PR, you may have an initiative deficiency and should get that seen by a professional.


3. Social media

Nothing may be more time-consuming than establishing a productive Twitter, Pinterest or Facebook community for yourself or a brand. But once you’ve built a critical mass of relationships with your stakeholders via social networks, you can call on them for ideas, amplifying your messages or coming to your defense if your brand is under attack. (And I’m not referring to Twitter DM’s that say “Hey, this dude is saying some really bad stuff about you.” That’s a hack and never click on those links.)


4. HARO

I admit that I find it difficult to comb through the more than 200 Help A Reporter Out (HARO) queries every day. (To address this issue, please refer back to the first item on this list.) But someone in your office should be reviewing these thrice-daily emails that list queries from more than 29,000 journalists and bloggers to look for opportunities for your organization or clients. There are paid subscription levels that will filter results for you as well. Also check out pitchrate.com, which is similar in concept to HARO, or watch @ProfNet’s Twitter feeds for urgent media queries.


5. PitchEngine

This is a platform for press releases that are optimized for social media sharing. However, social media releases expire. To permanently post your material, you will need to pay monthly or annual subscription. Given that you can link YouTube videos, post images, craft Tweetable links and track views and clicks, PitchEngine is a valuable free resource when you’re trying to spread your news cost-effectively. I also think it’s worth the investment of actual dollars to memorialize your content in a permanent newsroom.

What free tools can you not work without?

Tuesday, April 10, 2012

10 Dos and Don’ts for #PR Tweeters

By Kristina Houck, Research and Online Content Specialist

Twitter is a must-use tool for people in the public relations industry. In 140 characters or less, you can share the inner workings of your agency, promote your clients’ messages, connect with reporters, network with others in the field and more. But make sure to think before you tweet. Here are 10 Twitter dos and don’ts so you can make the most of your tweets.

DO:

1. Tweet interesting information

The best way to gain followers and engage your audience on Twitter is to post interesting and useful content. Before you hit “tweet,” ask yourself if you would care about your message if you were a follower.

2. Engage fellow Twitter users

Social media gives you an opportunity to engage others, so engage! Ask open-ended questions, answer questions and give shoutouts to users who interact with you.

3. Respond timely

Respond to others in a timely manner when you are answering questions or engaged in a conversation on Twitter. Other users won’t interact with you if you don’t use proper Twitter etiquette.

4. Monitor keywords

Monitor keywords to find others to follow and interact with on Twitter. Monitoring keywords is also a great way to be aware of what others are saying about your agency and clients.

5. Have fun

Although Twitter is a great tool for work purposes, don’t think of tweeting as a chore. Have fun!

DON'T:

1. Tweet too much

You can lose followers by tweeting too much, so don’t spam them with constant tweets. Remember to only tweet interesting and relevant information.

2. Overuse hashtags

Hashtags are a great way to help others find information and encourage engagement, but don’t overuse them. #Using #too #many #hashtags #will #annoy #your #followers.

3. Use all 140 characters

A retweet is the highest form of compliment on Twitter. However, if you use all 140 characters, other users won’t be able to easily retweet your content. Make sure to leave space for “RT @yourname.”

4. Share too much

Although your tweets should show your personality, don’t be too personal on Twitter. Consider what is and isn’t appropriate to share with others.

5. Use poor grammar or spelling

Having a 140 character limit is no excuse for using multiple abbreviations. Don’t text your followers. Instead, represent your agency and your clients by maintaining a professional image and showing you can write well even when writing concisely.

Monday, September 27, 2010

Newspaper column born from social network


Today I helped launch the San Diego Union-Tribune's "Social Media Monday" column in its business section by authoring its first weekly installment. (I shared tips for local businesses trying to grow their following on Twitter.)

But how did I get such an opportunity? After all, authoring a social media column in the market's major news daily is pretty sweet.

The opportunity was all the result of my social network, and I thought it would be fun to show how that worked:
  • June 2008: Get on Twitter. Figure out how it works. Make friends.

  • March 2009: When Twitter friend @tawnypress in Orange County offers up her ticket to hear @chrisbrogan speak at @bryanelliott's SoCal Action Sports Network event, I go. I enjoy meeting and learning from Chris Brogan as well as hanging out IRL with another OC Twitter friend @kirstenwright. But I also meet @ronploof. Ron is an author, blogger, storyteller, and speaker who helps executives understand the business of new and social media. I stay connected with Ron through Twitter but also subscribe to his blog. Ron shares great insights and advice, which I often ReTweet or post to Facebook to share with my network. It's really good stuff.

  • May 2010: Ron suggests I take his place on a social media panel at Cal State Long Beach's Journalism Day since he has a conflict. It's a fun experience, and I enjoy meeting the other folks on the panel including OC Tweeter and blogger @tednguyen. A former Orange County Register reporter, @mcdiana a.k.a. Diana McCabe, is auditing the panel, and we connect after the event on Twitter.

  • June 2010: @mcdiana becomes a business editor at the San Diego Union-Tribune, with a focus on the interactive side of the paper's business reporting. We share advice and observations on running in San Diego, among other local tips.

When it's time to kick off her idea for a "Social Media Monday" column, I come to mind. Why? Because in 2009, @tawnypress Tweeted that she had an extra ticket to an event, and I went. Because @kirstenwright Tweeted that she would be there too so I wasn't going alone. Because @ronploof and I connected there and then stayed connected via our shared social networks. This led to a shared mutual respect which resulted in a speaking opportunity that led to a column opportunity.

See how that works? It might sound like a lot of work or a long time to work, but it's just one example of the many great connections and opportunities that social networking activities have produced for me and my business.

If you missed it, here's the column:

How to grow your Twitter network

Welcome to the San Diego Union-Tribune’s first installment of Social Media Monday, a new weekly feature that helps businesses and consumers understand how to use social media tools to their best advantage. This week's tips come from Julie Wright, president of (W)right On Communications, a San Diego public relations agency. She frequently speaks and consults on social media best practices. (Find her on Twitter at @juliewright).

SOCIAL MEDIA MONDAY: Building quality connections

The social networking site Twitter has allowed me to make new connections at a pace that I could not possibly have achieved in person or, as they say on Twitter, IRL (in real life).

This ability to connect with others so easily is a seductive feature of online social
networks, but they are not simply about collecting followers. It’s the quality of your connections that makes your social network valuable...: https://www.signonsandiego.com/news/2010/sep/26/quality-of-connections-content-can-help-grow-your/

Friday, April 23, 2010

The front line is the only line



If you have the greatest company in the world, the best finance team, great IT support, well-respected managers, the whole nine yards - that’s fantastic. You should be proud. However, none of that matters if you have poor customer service representatives (CSRs). To the customer, those CSRs are your company. They make or break the sale. They leave the customer satisfied and likely to return or they leave them unhappy and likely to tell everyone they know not to buy your products or services.

Think about it. If Peyton Manning is your quarterback, you’re not going to surround him with a bunch of bush league offensive linemen. No, you want the best.

In a survey, the National Association of Retail Marketing Services found that companies lose 10 customers for every one that complains and 90% of unhappy clients will not do business with the same company again. Considering how much it costs to attract a customer, it makes no sense at all not to invest in a service program and satisfy and keep those hard-won customers.

This isn’t a new concept. It’s one that holds true through the evolution of customer service from face to face, to phone, to online interactions.

The person managing your Twitter and Facebook accounts is one of the most important CSRs there is. Is the person behind those social network accounts familiar with all aspects of your company? Have they been properly trained to respond to customer complaints? Do they follow through with people who connect to them, whether it’s a neutral, good or bad comment? It’s not enough to just be: you must become an engaged and active presence.

Consider this person an extension of your front line, because they’re not just picking up the phone and dealing with 50 customers a day, they’re online dealing with thousands – or more. Without a solid front line…the rest won’t matter.

Wednesday, January 13, 2010

Using Twitter to monitor or boost your brand?


Business-to-business (B2B) and business-to-consumer (B2C) marketers surveyed recently reported that half used Twitter to monitor for PR problems, but only 22.4% actually contacted Twitter users who posted negative Tweets.

Monitoring is fairly easy--if time-consuming--but it's also reported to be the most effective use of Twitter for these brands. This makes it even more surprising that 1 in 2 brands is not monitoring its image via Twitter at all. That's too bad. Twitter's beauty is giving you a real-time window into what people are saying and thinking about your business or industry.

Only one in four brands on Twitter actually reported using it to reach out and engage people directly when they had a complaint or criticism. Monitoring or listening is important, but reaching out and dialoguing is what really make a difference. Yet, going that extra mile appears to be a little more difficult for brands.

Is this a classic case of activity (monitoring) over productivity (acting on the information)? What do you think?

Here's a little advice for organizations that are monitoring but not responding:

+ Have a social media policy that makes it clear what scenarios are important to respond to.
+ Develop key messages, FAQs and some tough Q&A so that your employees have the tools to respond accurately, confidently and on message.
+ Assign responsibility and accountability to an individual or team of individuals (in-house or agency or both) to manage these social media interactions (not just Twitter but blogs, Facebook, and more.)
+ Now track and evalute this outreach to learn what works and continuously improve your online image management

Tuesday, January 5, 2010

What's the secret to social media conversation?


"How are you?" "How's it going?" "What's new?" Most of our conversations begin with such questions. But not so on social media sites. The traditional conversation is reversed on sites like Twitter, Facebook, and Foursquare with the users posting statements. Comments and the occasional question will often follow. But is that really effective communication?

Here are some examples from my Twitter stream recently. They're typical social media ‘blurts:’

Blog Blurt: "How my Blog Landed Me a Book Deal: http://bit.ly/....”

Location Blurt: “I'm at Crunch Fitness (330 Flatbush Avenue, Brooklyn).”

Peeve Blurt: “Pet peeve #1: People who talk on the phone in bathroom. Stop it. Not only is it inconsiderate to your neighbors, but it's kinda gross.”

Quote Blurt: "'Like farmers we need to learn that we cannot sow and reap the same day.’ – Unknown” (Editor: gag.)

Each of these is meant to be a conversation starter. But, do they invite a conversation?

If the woman who Tweeted the inspirational quote above had uttered it in the supermarket as I passed, I’d give her shopping cart a very wide berth. If I met the blogger who Tweeted his blog title at a networking event and his first words were ‘my blog landed me a book deal,’ I’d offer my congratulations and move on.

For me, what makes starting a Twitter or Facebook conversation a little less socially awkward is falling back on a conversation classic: the question.

Blog Query: “How’d You Like your Blog to Land you a Book Deal?: http://bit.ly...”

Location Query: “Who else is at Crunch Fitness (330 Flatbush Avenue, Brooklyn)?”

Peeve Query: “Pet peeve #1: People who talk on the phone in the bathroom. It’s not just inconsiderate but don’t you think it’s kinda gross?”

Quote Query: “Need a lift? Like farmers we need to learn that we cannot sow and reap the same day. – Unknown” (Editor: still gag.)

Yestereday, I Tweeted the following question: “Who else finds inspirational quotes on Twitter a nice but annoying idea?” I had responses from eight Twitter followers. I enjoyed engaging with them because each response brought slightly different perspectives, felt like a conversation, and kept the social media experience fresh for me. Without such responses and interaction, I can understand why people abandon Twitter at such high rates and that's why I'm sharing this social media secret today. (By the way, thank you @slightlyserious, @cantondog, @evolutionfiles, @keithbooe, @sdtips, @cjsettles, @nicmcc, and @scerruti for the feedback on inspiration quotes.)

For businesses using Twitter, querying your followers instead of blurting your press release headlines, special events or promotions will also make the experience more rewarding. When you get responses, (a) you know people are reading and (b) that they're connecting with your content.


Sure you can use sites like Hootsuite and Bit.ly to track clickthroughs on your hyperlinks, but that only works if you've got a hyperlink or if you are more concerned with clickthroughs than conversations and engagement.

So, if you’re new to Twitter or have a Facebook account that has grown stale, think about the difference between a blurt and a question. And try querying your followers to get real, meaningful connections and results.

P.S. When you get answers or feedback, respond and acknowledge it if you want to reward that behavior.

Saturday, September 5, 2009

Twitter demographics shift

I'm on the wrong side of 40, but up until March, my age made me part of Twitter's 'in' crowd: 35-54 year olds.



Boomers and gen X'ers were the most likely demographic to be on Twitter. But something happened in April that caused a massive influx of millennials. Comscore released data showing this trend. Look at the top two tiers in the chart below and how they're getting squeezed from April through July.
What happened to cause this shift? Some are suggesting it's the Ashton Kutcher effect. In April, the young celebrity began a Twitter battle with CNN: the first to reach one million followers would be declared the winner (and malaria nets would be donated to Africa so there was a feel good element to this silly competition).


No word on whether malaria rates have fallen at the same pace as Twitter use has risen. But as Twitter grew from 9.3 million users in March to over 50 million users in July, the type of user has shifted and more brands and spam accounts are now joining the ranks of the Twitterati, for better or for worse.

Tuesday, June 9, 2009

Think you're following 1,000 Tweeps? Actually it's closer to 40.

Twitter's supercharged adoption rates have taken it from nine million unique visitors in March to 17 million in April.

But recent scrutiny of Twitter adoption rates have turned up two interesting results:
  • 60% of users who start an account abandon it within a month. (Source: Nielsen)
  • 10% of its active users are responsible for 90% of the Tweets. (Source: Harvard Business School)

Based on these metrics, while my account might indicate that I'm following 2,000 people on Twitter, I'm actually following more like 800 (40% of 2,000). And, 10% of them--80 people--are responsible for 90% of what I see. The other 720 folks are responsible for a smattering of Tweets.

To see if these numbers bore out, I reviewed an hour of incoming Tweets and counted closer to 150 individuals and news feeds of which no more than 10 people or outlets were responsible for multiple Tweets. This is not scientific by any means, but it tells me I'm following users who are twice as active as the average. This is what I'd expect to see since I tend to follow other communicators and journalists; however, it still illustrates the point that only a small percentage of followers are consistently contributing to Twitter.

What do these trends mean for communicators and their clients? Well, for one, it means Ashton Kutcher does not have 2.1 million followers -- he has 840,000, max of which 84,000 would fall into that most active 10% and who are, therefore, likely to be on Twitter at the moment he sends a Tweet. And now the question is whether that's the 84,000 who really care what Kutcher has to say? (And could it be that high? ;-)

But enough about Kutcher. What this post is intended to illustrate is that amassing large audiences is not as important as targeting and attracting followers that care about and share your interests.

And, in that respect, social media is no different than all forms of communication that preceded it. The first commandment remains 'know thy audience.'


TweetIt from HubSpot

If you're being followed by 1,000 people, keep in mind that 600 of them are no longer using Twitter because they didn't get it. Of the 400 remaining, only 40 of them can be expected to really engage.

So take stock and identify who those 40 people are, find more like them, serve that audience as best you can, and consider cutting loose those who may be cluttering your communications rather than adding to them. Approach your social networks with the same discipline you use to build a direct mail or media list--you want the highest response rate possible so pay close attention to your followers' profile.

And if you're someone who is an above average user on Twitter, help newcomers and encourage them to stay by engaging with them, recommending TweetDeck and other tools that improve the experience, and so on. Think of it as your community service.

Wednesday, May 13, 2009

Wall Street Journal rules more twit than Twitter

The Wall Street Journal has issued rules for its journalists regarding their Twitter and Facebook behavior. Clearly written without any understanding of how social media works or benefits good journalism, these rules will only serve to handicap reporters and further alienate readers from the paper's content.

Social media is just another way of getting things done -- developing relationships with sources, conducting interviews, responding to readers, and driving readers to the paper's content. Gawker shared examples of how the paper's staff flagrantly (and in the case of @karaswisher, famously) flout these rules. (Thankfully.)

For an example of 'best practices' for journalists using Twitter, check out this thoughtful post by Leah Betancourt, digital community manager at the Star Tribune in Minneapolis, Minn. A.K.A. @l3ahb3tan on Twitter.

I'll keep the post short, but for the love of the newspaper industry, work it out WSJ!

Sunday, April 19, 2009

Your Crisis Plan Needs a Web 2.0 Upgrade


Ten years ago, I developed a crisis communications plan and training workshop for executives of a regional pizza chain.

As part of the planning process, I had to present feasible crisis scenarios that this company might face--a food poisoning outbreak, workplace violence, fatal collision, employee theft, fire, earthquake, high profile lawsuit, etc.

By anticipating these scenarios, I could help the organization's executives prepare and be ready to hit the ground running in a crisis.

If I were working on that project today, I would definitely be incorporating social media into the scenarios both as a threat and an opportunity.

Domino's Pizza showed last week exactly how social media can be both the problem and the solution. In case you missed it, two dimwitted Domino's employees made a YouTube video of themselves tampering with the food they were preparing and acting in ways sure to get them fired if not criminally charged. They uploaded the video April 13 and it got noticed--quickly!

Domino's shut down and sanitized the store, fired the employees (who've also been charged by the local D.A.'s office with a felony), posted a response on YouTube from the company's U.S. president, and launched a Twitter feed from its corporate headquarters to engage directly with customers and commentators.

This example should serve as a wake-up call to any organization that hasn't upgraded its crisis communications plan to include both social media as a communications tool but also social media as a crisis accelerant!

Social Media as Crisis

Social media backlashes now constitute a crisis of their own. Therefore, if you haven't done this already, it's high time your organization thought about and prepared for the possibility of a social media crisis.

Take the Motrin mom backlash on Twitter over the release of a tongue-in-cheek Motrin campaign targeting baby-wearing mothers as an example. The entire crisis was initially confined to the 3.4 million unique visitors on Twitter in November 2008 and a vocal sub-set of those who were offended by the campaign. Ultimately, their complaints and discussions became the number one trending topic on Twitter, which attracted the attention of traditional media like USA Today as well as the Motrin makers. The campaign was pulled and apologies made.

In March 2009, Twitter was visited by 14 million people. This growth in just four months is staggering, particularly now that it exceeds the combined print circulation of the top five daily newspapers in America.

While in terms of website traffic (a fairer comparison), CNN.com had over 30 million unique visitors last month--or double Twitter--Facebook.com drew in 91 million. (See the stats via Compete.com.) Based on their numbers and reach alone, these social media sites definitely matter to anyone charged with managing communications for their organization.

Think of each 'user' of a social media site as a potential 'contributor' with the ability to shape opinion or break news themselves. Then you then get the full idea of how quickly a social media backlash can spread on a site like Twitter and why having a crisis plan ready to trigger in response is so essential.

Social Media as Solution

While the bad news is that social media can wreak havoc, the good news is that you can also harness its power in response to any type of crisis--and, in fact, you should.

In your crisis communications plan, your social media section should set out who is in charge of content for the organization's Twitter feed, blog, YouTube channel, and Facebook updates--to name a few. Login information should be at the ready so that the organization is not inadvertently locked out at the precise moment when these communications tools are needed.

The social media or community manager must be at the table along with the organization's media spokesperson and decision-makers. In a crisis, the social media message must be consistent with all other message points. And because of the immediacy of social media -- which makes it even quicker than a press release -- under no circumstances should social media communications be left to someone without first-hand knowledge of the situation and direct access to the organization's leadership.

Credibility is key in a crisis. And for your organization's communications to hold the high ground in social media circles, they need to be timely, accurate and authentic.

If you're not timely, other commentators will fill the vacuum with opinion, speculation, and innuendo. If you're not accurate, your mistakes will be outed immediately and contribute to the crisis. And if you're not authentic, you'll be ignored or, worse, ridiculed.

With live streaming video possible from a cell phone or laptop, and so many channels for sharing information with stakeholders and the public, social media used correctly during a crisis should be an opportunity for a smart and prepared organization to build its relationships with stakeholders and enhance its image and reputation.

So if your organization has no crisis communications plan or hasn't reviewed and updated its plan in several years, dust it off and upgrade it for compatibility with Web 2.0!

Monday, March 30, 2009

Twitter and Facebook growing as MySpace shrinks


The Guardian reports MySpace had 124 million unique visitors in February, shrinking 2%, according to the marketing research company comScore.

Meantime, Facebook grew nearly 17% to reach 276 million unique visitors month over month. It is now double the size of MySpace, the one-time heavyweight of social media.

Twitter, the Wall Street Journal reports, counted 9.8 million users worldwise, up from 6.1 million just the month prior. That's astronomical growth.

So, why is one site catching on so fiercely while another is losing its grip? And what does it mean to communicators?

For me, the answer lies in the user experience and in the idea that there's a theoretical limit to the number of social networks a person needs to maintain.

I'm a firm believer in good design, both in functionality and form. Facebook has a clean, simple interface that is plain but not unpleasant. MySpace, on the other hand, is an ungodly mess, difficult to read and next to impossible to pretty up without a lot of html coding.

Unless you're a band trying to share music and tour dates, MySpace also lacks the rich functionality to keep each visit fresh and interesting.

Facebook has invested heavily in the user experience. I just checked in on my profile, and saw at a glance a client's weekend camping trip photos, an 80s song lyrics challenge, a request for my birthday -- which is coming up April 9 so felt compelled to respond, links to articles, and so much more.

User experience explains why people are attracted to Facebook and leaving MySpace, and it compounds on itself: as more people leave, there's less reason for others to stick around. Looking at Twitter, there are hundreds, if not thousands, of Twitter applications to enhance the user experience, it's incredibly simple to join and connect with people, and the site just made an enhancement to its functionality today: See Twitter Blog: Replies Are Now Mentions. As I told a reporter doing a story for Rhode Island's WPRI.com, it's the functionality that makes a site matter to the user.

I also believe that the mass market has a limited attention span for these networks.

If the average person can get their social needs met from one mainstream site like Facebook plus one niche site for their particular interest, like Twittermoms or Flickr, then they're going to stick with what is most convenient, productive and relevant for them.

It's the same principle to me as Dunbar's number: a theoretical cognitive limit to the number of people with whom one can maintain stable social relationships. The number is somewhere between 150 and 230.

If there's a theoretical maximum for social relationships, then it follows that there's a similar maximum for social media websites.

For instance, I have neglected accounts with BrightKite and FriendFeed. I ignore Plaxo requests but continue to invest deeply in LinkedIn. These are examples of some of the sites that have fallen outside my theoretical maximum, for now.

When it comes to social media survival, MySpace would be wise to borrow a page from Google's successful strategy--and quick: keep it simple, make it easy, and create a rich user experience if you want people to give you their time and loyalty online.

Sunday, March 15, 2009

San Diego media on Twitter - Part II

I originally drafted a list of San Diego media professionals on Twitter via the San Diego Metblog that I also write for. It has become the most popular blog post on that site because it's information people want.

More journalists and media personalities have joined Twitter, so I have drafted an update here and included the original post below.

Note that some of the additions are because of a new online breaking and local news source, San Diego News Network which launches March 18:

@sdnewsnetwork - News from SDNN
@sdtips – Travel editor for SDNN
@carondg - Food editor for SDNN
@sdradio – KGB radio reporter
@ericcollins - Channel 6 weekend news anchor
@culturelust – KPBS FM news reporter Angela Carone
@michellemowad – San Diego Business Journal real estate and development reporter
@mjdavis – leads strategy and interactive at SDUT
@joshkopelman - publisher of Dining Out San Diego
@krdavy - editor of the North County Times
@tkarnold - editor of Home Media Magazine
@sdmetblogs - citizen journalism site

TweetIt from HubSpot

ORIGINAL POST - "San Diego Media Takes to Twitter"
By juliewright February 26th, 2009 @ 8:04 AM

Whether you call it real-time conversations or microblogging, Twitter is a tool that San Diego’s media are picking up and putting to use. You can follow individual reporters or on-air personalities in San Diego as well as subscribe to Twitter news feeds:

Media Tweeps
@dodgemedlin – San Diego Union-Tribune assistant news editor
@RickyWhy – San Diego Union-Tribune local government editor Ricky Young
@ninagarin – San Diego Union-Tribune ‘Street’ reporter Nina Garin
@jimtrageser - North County Times reporter
@drolland – San Diego CityBeat editor David Rolland
@ericwolff – San Diego CityBeat reporter Eric Wolff
@catherine739 – NBC 7/39 anchor Catherine Garcia
@carondg – San Diego Foodstuff blogger, freelance food, travel and tech writer Caron Golden
@lcaloh – KPBS convergence editor Leng Caloh
@culturelust - KPBS arts and culture producer Angela Carone
@tmack01 – KNSD 7/39 photographer
@helenchang – San Diego News Network business editor (launching in March)
@michellemowad - San Diego Business Journal real estate reporter Michelle Mowad
@Hula933 - 93.3 FM AJ’s Playhouse personality Hula Ramos

San Diego News Feeds on Twitter
@sdut - San Diego Union-Tribune
@utstreet - Union-Trib’s Street section
@sdbackyard - Union-Tribune’s SD Backyard community social media news site
@nctimes - North County Times
@sdcitybeat - San Diego City Beat
@kpbsnews - KPBS FM news
@nbcsandiego - NBC 7/39 News
@10news - KGTV 10 News
@sandiego6 - San Diego Channel 6
@SDSU_NewsTeam - San Diego State University news / media relations
@UCSDNews - UCSD news / media relations
@bizsandiego - BizSanDiego
@sdbloggers - SDBloggers.com

If you’ve got other local media or newsfeeds on Twitter to suggest, send them to @juliewright. And thanks in advance for any contributions.