creating digital dialogs, a social media overview october 16, 2007
TRANSCRIPT
Creating digital dialogs, a social media overviewOctober 16, 2007
two truths
1: The way we communicatewith each other is changing
Ear Eye
The U.S. Audience
• 90 million have participated in online groups
• 57 million have reada blog
• 50 million have created content online
• 44 percent have contributed thoughts and files to the online world
• 36 million have downloaded music or video
• 33 million have reviewed or rated something
• 12 million have createda blog
•6million use RSS
Source: Pew Internet& American Life
Tweens
Source:IG Trendcentral
• 88 percent have been online in thepast month
•75 percent regularly usea computer
•38 percent own an MP3 player and 34percent bought and downloadeda songin the past month
•31 percent send or receive email onadaily basis
•29 percent owna cell phone
Millenials
•Will outnumber baby boomers and Gen-X'ersby 2010
•80 percent use social networking sites
•76 percent instant message
•71 percent regularly participate in blogs
•55 percent visit MySpace daily
•44 percent use web to compare prices
•16 percent use podcasts and RSS
•18-to-21-year-olds, Forrester ResearchSource: Pew Internet& American Life
“Reliance and trust in nontraditional sources— meaning everyday people,their friends, their networks, the network they've created around them—hasa much greater influence on their behaviors than traditional advertising.'’
-Jack McKenzie, Millennials Strategy Group
“A safe assumption is that when today’s children and teenagers reachadulthood, they’re not going to be tolerant of media that’s one-way,that’s not interactive.”
-Steve Outing, Senior Editor Poynter Institute for Media Studies
48 percent of younger users say they learn about new entertainment throughcommunity, review and video sharing sites and blogs—only 25 percent say theylearn about new entertainment through television.
-Media Screen
Active GenX and Trailing Boomers
Source: Universal McCann
•60 percent instant message
•54 percent regularly participate in blogs
•37 percent use web to compare prices
•19 percent use social networking sites
•12 percent use RSS
•9 percent use podcasts
2: The way we communicatewith our customers is not changing.
“The Computer asa Communication Device,” Licklider& Taylor, 1968
So how doIstart the conversation?
Social media=anything witha feedback loop
About:Who:
MeMySpace, Facebook
About:Who:
TopicNYTimes.com,Craig’s List
About:Who:
BrandReebok Run Easy,Pontiac Underground
About:Who:
ProductAmazon, Netflix,Match, Yub
7 principles forsocial media design
Empower personalitiesTap motivationEnable feedbackMaster moderationDon’t talk to yourselfGeek outHave integrity
thoughts onthe future
life streaming
immersive environments
Microsoft Home of the Future, Greg Gilbert, The Seattle Times, 2006
a few examples
MORE THOUGHTS ON WHERE IT’S ALL GOING
Monologue is dying or dead“In the 20th Century, wedid monologue marketing.We did most–ifnotall–
of the talking. And weexpected the consumer tolisten. Now, we’ve movedtoa dialogue. Consumerswant to be heard. In fact,they will not tolerate notbeing heard.”
- John Hayes, CMO,American Express
“We are moving fromtechnology push toconsumer pull…frompush marketing to co-creation…from ideamanufacturing toconsumer experiences.”
- Keith Pardy, SVPStrategic Marketing,Nokia
“ Agencies are evolving too slowly. They are holdingonto the past andtrying to rationalize it.”
- Jerri DeVard, SVP Marketing, Citigroup
“Agencies need to get more integrated, collapsestructures and go digital.”
- Jim Stengel, GMO, P&G
MORE THOUGHTS ON WHERE IT’S ALL GOING
Why the big shift?The 50-year-old traffic light is out at the intersection ofCulture, Media and CommerceNewer audiences less about polish, more about honesty
Traditional limitations of choice (brand/product choices,buying venues, product/pricing data) are gone
Balance of power shifting away from marketersControl the brand? As if.
Customers purchasing based on testimony of other customers, lessbecause of us
And they’re reinterpreting and representing your brand
Massive shiftsTheir voices can be asloud as our own
Because 1)theNet is the firstplace peoplelook, and 2)search lurrrvesconversations!
Massive shiftsThe more consumers can find open,honest dialogue abouta brand, the more yourfinely-honed message can sound self-serving,inauthentic, and untrustworthy.
Ouch.
What does this mean for clients?As prospective customers become ever more distractedand interrupted, intrusive methods are tuned out
Gains are incremental at best
Security– everyone’s– is often about proving sustainablevalue to the org
Corporate risk aversion runs high
You tend with what you know works
So, new media: should we invest? Where? Who knowswhere this is all going?
Everyone winscan show innovation, forwardthinking, demo new reach vehicles
can more fully engage markets, havecustomers become advocates, extend brandwithout increasing marketing spend
SNIFFING AROUND
Client management teams will ask…Should we “be” on MySpace?
Should we opena presence on Second Life?
Do we needa “Facebook strategy?”
What’s this “conversational marketing” stuff?
MOTIVATING THEM TO TRY
Five ways to empower your clientBe their Tony Robbins
Help marketers reposition themselves asbetween company and
customer
Help them use new channels to truly understandcustomer desires, not to merely validate theirexisting strategy
Help them shift from monologue to dialogue
Help them create internal alignment
EMPOWER YOUR CLIENT
Shifting monologue to dialogueKnow the available channels (they change quarterly)
As Pull becomes more interesting, be where yourprospects look for you- SEO important
Dedicate resources to community management
Predetermine your action boundaries
Listen via automated tools
Engage with NEXT customers, not just current ones
ADDLED ADVOCACY DEPARTMENT
“Block my message? Oh no you don’t.”“Learn how to get past the filters yourcustomers have deployed.”
Turning off TiVo fast-forwardfunctionality
Tracking down opt-outs throughaffiliated credit bureaus
Are we building relationships yet?
SHAMELESS SELF-INTEREST DEPARTMENT
That’s some tasty Kool-AidJune 2007: “The‘Aeropanel’ offersa unique and
advertisingformat in anuncluttered,relaxed andcomfortableenvironment.”
Yeah…it was.
®
EMPOWER YOUR CLIENT
Create internal alignmentArm marketers with knowledge of trends, case studies
Show examples of low$ investment, high buzz/WOMvalue
Make sure they have brand and message benchmarks tostart with
What are you coming to the party with?
Market needs something to react to before dialogue can begin
Presenta strategy to engage customer base withoutpandering to them
No MySpace for MySpace’s sake
RULES OF ENGAGEMENT
Watch the boundariesSet and stick to brand boundaries
When conversation is clearly crossing the line,fearlessly engage detractors in honest dialogue
If talk is within the boundaries, leave it alone!Control issues implya lack of confidence.
Fear ain’t sexy.
RULES OF ENGAGEMENT
CautionsDO have an authentic presence, but DON’T push messages
DON’T jump in with the same old approach (FB bannerbuys, phony PR blogs, self-interest)– backlash is loud
DON’T underestimate this shift
Make sure you havea dialogue capability
DO use the new channels to increase your own value
DON’T think that everyone necessarily wantsa“conversation” with their brands
FUTURESHOCK
What’s in store?
Is that really YOU? Are you who you say you are?
Others’ public opinions of you and your actions,saved forever and subscribable
Your online behavior, posts, comments, all of it,easily found, forever-and subscribable
Parting thoughtsExciting, scary, significant time to be in thisbusiness!Witnessinga massive social transformation andempowerment
More venues and tools to communicate value than ever
There are no experts yet
Lots of opportunities for innovative thinking
Inertia’sa powerful thing.Status quo= go nowhere.
Dip your clients’ toes In- the water’s fine.
LAURA PORTO STOCKWELL
VP, INTERACTIVE STRATEGIST
PUBLICIS IN THE WEST
http://digitaldialogs.com
ERIC WEAVER
PRESIDENT
BRAND DIALOGUE
http://branddialogue.com
http
://branddialogue.co
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