Is Social Media Too Big For Its Own Good?

If you believe the buzz, social media will be huge. But is it already too big for its own good?

In marketing, you can’t be all things to all people. It makes it too hard for people to know who you are and what you stand for. Could Social Media be a victim of its own PowerPoint?

How To Learn Social Media In Just 5,000 Easy Lessons

Slideshare.com has 5,000 presentations and counting, trying to explain social media. Why?

I suspect it’s because explaining social media is like trying to nail Jell-O to the wall; it won’t stay in one place.

Is Social Media online customer service? Or a way for angry consumers to complain? Both.

Is it online PR? Or online market research and crowdsourcing for innovation? It’s these, too.

Is it a Facebook brand page? Or is it a Facebook-like community, but ONLY for one brand? Yep.

Is it a video sharing page for brand communications?  Or a viral video? Yes, it’s all those.

Or is it one of these 1500 (and counting) examples? Definitely.

It wobbles randomly from PR to customer service, then leans diffidently toward advertising before wobbling back toward market research. The more we struggle to make social media make sense as “all of the above” the less it seems like we know what we’re talking about.

What If Social Media Isn’t An Elephant?

I’m sure you all remember the old parable of the blind marketing MBAs and the elephant?

They thought each individual part was a separate thing and didn’t understand that it was part of a larger animal.

What if each distinct part of what we thought was an elephant turns out to make a lot more sense on its own?

Maybe it’s time to stop treating Social Media like it’s a whole different animal. Maybe we can just incorporate what we’ve learned back into the distinct and easy-to-explain disciplines of PR and market research and customer service.

If we did, we could expend a lot less energy trying to explain what Social Media is, and just get on with it.

What am I missing? What are the drawbacks to this way of seeing the elephant that I’m blind to? Can you offer a better solution?

What If Your CEO Is Right To Be Afraid Of Social Media? (Part Two)

Continued from an earlier post. Part One is here. Here’s my take on some of the other fears a CEO may have.

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SOCIAL MEDIA FEAR: So much of what’s discussed online is shallow and we have real work to do

BE FEARLESS: Opportunities aren’t always where we think they are.  Encourage the passionate people in your company to find time to learn about social media, without neglecting their current duties. Ask them to report back what they’ve learned.

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SOCIAL MEDIA FEAR: We don’t have the time/resources to contribute and moderate

BE CAUTIOUS: There are ALWAYS a lot of things a company can do, and NEVER enough money and attention to do them all well. Leaders have to choose which activities they believe will have the strongest payout, and focus on those.

Sometimes the fun, sexy stuff is the PERFECT place for a company to focus their efforts. Sometimes not.

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SOCIAL MEDIA FEAR: Our customers don’t use it/It doesn’t fit into current structures

BE FEARLESS: Listen and find out if your customers use social media, and how they do it. Once you know more, you can decide whether it’s smart to overhaul your current structures or not.

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SOCIAL MEDIA FEAR: We are in B2B and who wants to hear about our boring product on a blog or twitter

BE FEARLESS: I think Social media may be stronger for B2B than for B2C, because it’s typically a more intimate sale and the needs are more clearly articulated. Listen first — you may be surprised by what you hear.

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SOCIAL MEDIA FEAR: Traditional media is still bigger, we will use Social Media when it is more mainstream

BE CAUTIOUS: A recent Forrester report says that 80% of the ad spend in 2014 will still be in traditional media.  We’ve been trying to bury TV since the early 1990s, and it refuses to stay dead.  Why?

From a consumer POV, it’s because it’s still pretty good. Have you seen “30 Rock” lately?

From an advertiser’s POV, it’s because it offers scale and message control that social media can’t possibly provide.

It doesn’t mean social media isn’t important. But it’s important to keep its size and role in perspective.

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SOCIAL MEDIA FEARS: No guaranteed results/tools to measure and analyze Social Media aren’t mature enough yet

BE FEARLESS: There are no guaranteed results in business anywhere. Beware of Madoffs who promise you there are.

Also, tools to measure and analyze will NEVER be good enough.  I believe we’ll ultimately learn that it is as difficult to prove ROI for social media as it has been for traditional PR.

But just because something can’t be quantified to the micro-penny doesn’t mean it can’t add value. All business is a bet on the future, and not all bets pay off.

We can’t steer the world by sitting in front of Microsoft Excel. Our what-if scenarios must meet the real world at some point, if they are ever to deliver results. If your gut says social media can help you reach a goal and you understand the risk-reward equation clearly, go for it.

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SOCIAL MEDIA FEAR: We will lose control of our brand and image

BE CAUTIOUS: Gurus love to preach about how “the consumer is in control”, and in many important ways that’s true.  But a company’s brand is a precious asset, and not something that any company can afford to simply turn over to a mob that will seek to damage it just for LULZ.

CEOs and CMOs still have a very real responsibility to grow and protect their brand’s image. There’s a difference between understanding that the customer is boss and abdicating your responsibility for protecting the brand.

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The Bottom Line: Balance

All real growth comes from trying something new and different. But, that’s not the same thing as taking a flying leap into the darkness.

Companies and brands need to find a way to balance the need for learning with the need for appropriate caution.

I think companies like P&G are doing a good job of immersing their execs in digital culture and testing the waters.

You may not be as big as P&G, but there’s still a lot you can learn from watching how they have approached social media.

How are you finding your balance in social media?

What If Your CEO Is Right To Be Afraid Of Social Media? (Part One)

UPDATE 9/3/2009: Good related post: “7 Things To Think About Before Jumping In”

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Jeff Bullas recently wrote a smart post: “28 Reasons Why The CEO is Afraid Of Social Media”.

I might have titled it “A Few Questionable Reasons Why The CEO is Afraid of Social Media, and A Bunch Of Really Reasonable Ones.”

Being afraid to turn on the lights in case there are monsters under the bed is pretty silly. But thinking twice before you guzzle Jonestown’s favorite powdered beverage — “gee, when did they start making a cyanide flavor?” — is actually a pretty good idea.

Some CEOs are afraid of social media. Where can you afford to dive in, and where should you be cautious? Every business/brand has their own criteria, but here’s my take.

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SOCIAL MEDIA FEAR: It is detrimental to employee productivity

BE FEARLESS: Employees who waste company time will do it whether you shut down the internet or not. Trust that the improved knowledge and networks of the employees who use social media for the right reasons will more than make up for the slackers.

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SOCIAL MEDIA FEAR: It could damage the company’s reputation

BE CAUTIOUS: Experimenting with social media is not without risk.

Have you read about the American Cancer Society Facebook debacle? How much hard-won brand equity did this naive mistake cost?

Was it worth it?

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SOCIAL MEDIA FEARS: Security risks, Unwillingness to be transparent

BE CAUTIOUS: It’s easy for social media gurus to preach transparency — there are no real secrets to protect.  But in most businesses, confidential information is a source of competitive advantage. Many secrets — product formulas, new product launches, plans to enter new markets — are important to keep secret.

Careless Tweeting can cost millions of dollars. If social media ‘experts” have sometimes had costly lapses of judgment, time and again, how can a CEO be confident that newbies will do better?

When the risks are clear (see above) and the rewards are not, a responsible CMO or CEO must ask his or her people to go slow. Look before you leap is a hopeless cliche.  But it doesn’t mean it’s bad advice. If your people are passionate about social media, invest in some listening tools. And, set clear goals about what you need to learn.

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SOCIAL MEDIA FEARS: We already have information overload/Terrified of feedback and truth

BE CAUTIOUS: Listening to what consumers say about you isn’t going to hurt you. In fact, good feedback can help you improve.

Still, we need to take this with a hefty grain of salt.

I’m intrigued by Tim Marco’s notion of Voluntary Selection Bias. Are we really listening to everybody (e.g. a truly representative sample?), or the ravings of a small but vocal group? More important, are we listening to likely buyers?

If we’re going to treat social media as research, we need to be as rigorous about understanding the sample size and composition as we are when looking at any other consumer research.

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Go On To Part Two.

Photo Credits: “No” Sign from Biscuitmip on Flickr, Ears from Banlon1964 on Flickr

How To Create A Facebook App That Won’t Fall On Its Face

I like Ben and Jerry’s new Facebook app, a lot. It’s smart and fun.

And, it offers some good lessons about how to get a Facebook app right.

1) Don’t Think Too Much

A smart Facebook app does something different, fun and social.  But, it also has to be really easy for the user to understand and use.

Ben and Jerry’s FlipMyText app lets you create upside down messages, effortlessly.  Different, fun, social, easy.

2) Be True To The Brand

The app is silly and weird for the sake of being weird.

This app is pitch-perfect for a brand with a rich history of celebrating weirdness with flavors like Cherry Garcia, Imagine Whirled Peace, and Karamel Sutra.

Ben and Jerry’s has always had a distinctive voice. It’s great to see them have an app that speaks their language.

3) Promote Something Actionable

Flip My Text isn’t a Facebook app for the sake of having a Facebook app. It promotes Ben and Jerry’s Flipped Out Sundaes, which are designed to be tipped upside down before you can eat them.

Weird but true: the app is easier to use than the Sundaes.  There’s at least one website with a tutorial about how to eat one.

4) Leverage Something That Already Works

Flip My Text isn’t new. I think it was really smart for Ben and Jerry’s to find something that already works and leverage it in a new and different way. It’s a good deal for everybody, including Flip My Text.

5) Be Worth Talking About

Getting an upside-down message immediately provokes two questions:

• How did you do that?
• Can I do it too?

If you’re thinking about creating a Facebook app, think about taking a scoop from Ben and Jerry’s:

1. Don’t Think Too Much
2. Be True To The Brand
3. Promote Something Actionable
4. Leverage Something That Already Works
5. Be Worth Talking About

Four Questions For Successful CPG Social Media Marketing

Here’s a blog post I wish I had written.  But, Google CPG Blog beat me to it.

They’ve distilled the 360i Social Media Playbook down to the four questions CPG marketers need to ask.

Plus, they’ve included screen shots and case studies. Unlike so much of what’s out there on social media that’s full of fluff and vague theory, this is a useful and actionable one-pager for busy CPG execs.

Read the four questions for successful CPG Social Media Marketing here.

How To Explain Digital Culture To People Who Don’t Get It

The “digital divide” in corporations, and in marketing organizations, is very real.

There are a set of people who live it, and get it.

And there are a set of people who live outside it, and occasionally take a stab at trying to understand it by reading about it or attending seminars.

What they don’t get is that trying to understand digital and social media without living it is like trying to learn how to ride a bicycle by reading a book. You can’t understand it without actually doing it.

But, this hour-long video is the next best thing. If you’re working with people who aren’t living digitally, try showing them this guide to the culture.

Why do I think this “Anthropological introduction to YouTube” will help marketers?

• It’s in a familiar, comfortable form (video);
• It’s inspiring and non-threatening;
• It’s not a sales piece with an agenda;
• It’s not about advertising and marketing

It’s not about old vs. new, right vs. wrong — it’s about culture. it does a good job of explaining internet memes, viral videos, mashup and remix culture, social media, communities, “networked individualism” and more.

Best of all, it’s not about advertising and marketing, or old vs. new. It’s about culture.

I’m planning to share this with some people to see if it can help educate them. If you decide to do the same, please let me know how it works.

Colgate Wisp: CPG Viral Video Done Right

Something idiotic is happening at Colgate headquarters.

They’re approving videos for YouTube that are every bit as moronic and weird as “Keyboard Cat“, yet do a brilliant job of highlighting the features of their new product, Colgate Wisp. This is the best viral video I’ve seen since the Verizon Viral Video.

THIS is how to do viral. It sells hard because it’s not needy.  Colgate is not begging you to love the Wisp. They’re not promising the sun, the moon and the stars. They’re not pretending to be high technology or rocket science. Colgate isn’t even pretending to do serious advertising.

They’re just saying “here it is, and here’s what it does” in an idiotic way. Which happens to be very, very smart.

Mickey Mouse Measurement And The Goofy Illusion Of Perfection

UPDATE 8/4/09: Good FORTUNE magazine article on “Advertising’s Revenge of The Nerds”.  Will the algorithms that were peddled on Wall Street to inflate the housing bubble wreak similar havoc on Madison Avenue? I wonder.

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The Formula Herd has descended on Austin, Texas, Mickey Mouse ears and eye-tracking googles at the ready.

Their mission: find the holy grail for online advertising.

“The goal” says Disney Media Networks’ Peter Seymour, the unit’s executive vice president for strategy and research, “is ultimately to have laws that apply.”

And so, without irony, the company that brings us Disney Magic sets out to eradicate magic from advertising in favor of a formula.

As you can imagine, this is serious work: you can’t use just any old Mickey Mouse tools.

Besides the eye-tracking goggles, they have heart-rate monitors, and skin temperature readers and probes attached to facial muscles to measure every grin and grimace.

And so the holy war between art and science continues. We continue chasing the goofy illusion of perfection.

I’m not anti-science, or anti-research.  And, I have no doubt that the Disney execs are entirely sincere in their desire to get at the truth and are genuinely trying to help.

But after more than half a century of TV research, we still don’t know in advance what makes TV commercials work.  In fact, the best research I have ever seen comes from Nielsen IAG. Their conclusion? Engagement (aka “executional magic”) is the best predictor of sales.

So much for formulas.

Heretical Prediction Of The Day

Yogi Berra famously said “It’s tough to make predictions, especially about the future”.  In spite of this sage advice, here goes.

On the day when all interactive advertising is successfully refined to the point where there is 100% efficiency and 0% waste, we will learn something shocking.

We’ll discover that 0% waste means we end up advertising ONLY to those people who were going to buy the product anyway – which of course equals 100% waste.

Spoiler alert: no matter how hard we chase perfect understanding, we end up in the same place of not knowing.

It’s a Zen circle. The difference is this time, it’s a Zen circle with mouse ears

Kevin Spacey Talks Twitter and Thumbs With David Letterman

It’s so weird how big Twitter has become.

Can you imagine Fernando Lamas talking about Twittering and his Tweets with Johnny Carson?  (Come to think of it, I can.  In fact it’s not hard to imagine Charo getting involved somehow. Forget I brought the whole thing up. )

Anyway. This video doesn’t mean anything. But it’s fun. Enjoy.

Seeing The Forrester For The Trees

I’ve been working in digital since the earliest days, and I am a true believer.

Cut me and I bleed bytes.

But, still… are we not seeing the Forrester for the trees?

How does Forrester’s projection that in 5 years digital will account for 20% of the total advertising spend count as a massive change in advertising?

The curve is sexy. Noteworthy. But… it’s still only 20%.

In fact, a reasonable interpretation of the below chart is:

“despite all the hype, what this chart really says is that 80% of the ad spend in 2014 will be in the traditional media that we have been far too quick to declare dead”.

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But obviously, things are not 80% the same as ever. Not by a long shot. So what’s happening here?

I don’t buy the argument that TV is dead, or that nothing at all is changing. What both arguments miss is a broader perspective. When I step back from the question of digital vs. analog and old vs. new, I see two tremendous shifts.

The first is an explosion of content and a fragmentation of audiences that has blown a massive hole in the business models of all content businesses. This makes it tougher to reach a mass audience.

The second is a shift from long-term brand-building activities to short-term direct marketing activities.

The Two Biggest Changes And Challenges In Advertising?

Digital is a major part of what is driving the changes in advertising, but it remains only a part. In my opinion, there are two major changes and challenges that marketers must grapple with. They are:

1. Re-aggregating fragmented audiences into a meaningful size; and
2. Re-learning how to build brands for the long-term

Advertising IS changing forever.

But when we focus too tightly on digital vs. analog share of ad spend, I believe we are missing the big picture.