Who’s Got Time for Social Media?

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With email, iPhones and Blackberrys, not to mention school and community list-serves, and buckets of emails for work and home, information is coming at us faster than we can say digital download. And now we’re expected to keep up with Facebook, Linked In and Twitter, too?  There’s simply no time!  Why should anyone want to use social media if they are already busy professionals?  More specifically…

Who Cares About Social Media?

If my customers, clients, donors or referral sources don’t care about social media, why should I?  It’s hard to imagine they don’t. Consider these facts (from Neilsen Research):

  • In March 2010, people spent an average of 6 hours per month on social networking sites, as compared to a little more than 2 hours two years ago.
  • 13.4 M Americans watch video on mobile phones.
  • There are roughly as many iPhone users 55 and older as there are 13-24.
  • 27 M Americans have listened to an audio podcast in the last month.
  • Unique Twitter Use was up 1,382%, with 7 Million users as of last February.
  • Facebook has more than 400 million users.
  • The fastest growing demographic on Facebook is Women Over 55.

Notice that if folks are spending 6 hours a month on SM, that’s about 12 minutes a day. That seems doable, right?

Stats are nice, but no serious business people care about social media, so why should I?

Given that more people are using social media than email (as of March, 2009-Neilsen again), corporations are taking notice. Forrester Research projects that companies will spend $3.1 billion on social media by 2014. Why? Because smart companies are using this cost-effective tool to build better relationships with clients, vendors and policymakers.  And frankly, nonprofits are way ahead, as they’ve learned how to leverage social media tools to reach donors and advocate issues directly to the public.

OK, fine, but we’re a [fill in the blank here] and not a multi-national corporation or a nonprofit with a cause. How can social media help us?

Social media can help a small firm compete with bigger players.  It allows businesses to offer added client value (content) in an information marketplace. And it can help you promote your personal brand and that of your organization. How? If you’re just getting started with SM, set up a Linked In account and join and follow two user groups—one related to your area of business and one related to the industry of one of your top clients.  Almost immediately, you’ll gain new professional contacts, access critical information, and be able to share resources with colleagues and clients.  Twitter is also an excellent resource for intel on best practices, thought leaders, and what your clients are up to or up against.  (Try Tweetdeck to customize your Twitter feed–it’s a handy tool to lay out tweets in columns so they are easier/faster to follow).

Fine. But people can bad-mouth us through social media.Who needs that?

Yep, they can. Possibly they already have. But how would you know if you aren’t using social media? At a bare minimum, set up a “Google Alert” for your own name and that of your firm, as well as for the names or issues of any key clients (Hint: you can remove any Google Alert once you don’t need it any more).  You will now be quickly informed via email on issues that affect your firm and your clients.

But what about our younger staff? We can’t just let them be “out there” on social media!

Well, first of all they already are. So to protect yourself, you need to have firm policy for social media use. In a survey of employers, the Society of Corporate Compliance and Ethics found that while one-fourth of companies have already had to discipline an employee, only 10% have a policy addressing social network sites. Don’t panic. There are  plenty of sample policies to choose from as a basis.  The Red Cross spent quite a bit of time thinking about their policy, for example, and you can benefit from their ideas.  Engage your stakeholders–management committee members & managing partners but also younger associates if you are a law firm, marketing folks and executive leadership as well as up-and-comers if you are another type of business.  Have a discussion about how SM can propel your organizational and personal professional development goals. Are you looking to attract new employees? To learn more about a  new client industry? Be more visible in the local community? Develop your strategy intentionally around goals and your social media outreach is more likely to deliver results.

There’s no question that social media takes some work to understand and eats up time.  The question is whether you can make it time well spent. I’ve had to accept the fact that I need to make time for social media, just as I did for email and the web.  I’m pretty sure other professionals will need to do the same.

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Government Brand Rant

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The Tea Party has been slinging arrows at “the government,” a seemingly monolithic entity they accuse of being ineffective at best and downright evil at worst. For those of us who live in the Washington, D.C. region, and know real live people who labor each day in all three branches, it’s hard to muster this outrage and vision of incompetence and ill intent. We know people toiling to preserve our civil rights at the Justice Department.  And those working to preserve the quality of our farming soil at the Department of Agriculture. We know people researching case law at the Supreme Court and getting food and battle supplies to our soldiers overseas at the Defense Logistics Agency. And don’t forget those working round the clock to save the Gulf Coast from annihilation at The White House and a range of federal and local environmental agencies.

So why the poor brand for “the government”?

Partly responsible is a lack of civic education in our schools.  Do our children have much of a handle on how our three branches of government work? (Do their parents?!) Do they know what citizen activism really means or looks like, other than complaining? Or have we focused them so much on math and science scores that civics gets left behind?

Recent crises have offered a “teachable moment” for us all with a first-hand look at how government, while never perfect, serves to promote the common good. The Coast Guard rushed in to help when private industry–BP and its subcontractors–were not able to manage the oil spill situation.  Federal and local law enforcement worked together over a 52-hour period to catch a would-be terrorist bomber in New York. Our government even comes to the rescue when other governments fail. Case in point Haiti.

So why is our government brand such a failure?

Likely because it is so wide-ranging in focus and daily actions.  And ironically, because government funds tend to go more towards the doing and less towards the talking points.   Add to that the problem that when it is under-funded in key activities (FDA oversight of over-the-counter medication industry) because more funding goes to other government activities (war, Social Security), when failures occur–i.e. recent Tylenol recall–government is often blamed.  Kind of a no-win situation.

The good news is that government–at federal and local levels–is beginning to harness 21st century tools of communication both to conduct its work and to communicate better about it. The Obama administration has required more transparency in federal agencies, including posting of reports and information on public websites and communicating about initiatives through social media.  Multiple federal agencies are harnessing digital media for training capabilities, decreasing costs and improving reach.

It’s a start. But if government really wants to improve its brand, then it probably needs to dedicate more funding to civic education initiatives  along with a corollary of more pro-active communications efforts from every agency. Which would of course take funding away from real government action.

The end of this brand story is, well, up to us. The “we” in We the People. Here ends the rant!

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Even the Pope Needs a Brand Strategy

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In a story this weekend on the Catholic Church’s mishandling of its communications about sexual misconduct by priests, the Vatican was quoted in The Washington Post as saying it is NOT a multi-national enterprise (according to Vatican spokesman the Rev. Federico Lombardi.)  This may come as a major surprise to anyone who knows of the church’s vast financial holdings, tens of thousands of employees across all continents, and extensive lay organizations that act as an extension of the Church in the world (the Vatican’s own website lists more than 120).

So what’s the deal?

Many nonprofit organizations—whether church-based or secular—don’t think of themselves as “enterprises.” That seems too business-like. But the reality is that nonprofits today must use business processes and tools to remain successful and relevant. The profit goal may be replaced with a “doing good in the world” goal, but nonprofits still need to care about their “customers” (donors, lay leaders, members, people served) and their ability to reach them (both through programs and through communications about this work).  Taken together, this is Brand.  And everyone needs a brand strategy.  Even the Pope.

A core part of any brand strategy is a clear articulation of mission.

When the Rev. Lombardi said in his Post interview “the normal situation of the Church and the Vatican is to help the people to understand the teachings of the Church and the documents of the pope” he was probably trying to articulate the Vatican’s mission. But he didn’t make it sound particularly compelling or personal. It actually sounded a bit, um, multi-national enterprise-like! 

Every brand has an essence, and that should be articulated in a clear, compelling message about mission that everyone who speaks for the organization can use. Targeted sub-messages can then be tailored for various specific audiences.

 How do you tailor brand messages?

Creating messages starts with a process of input. When you are constructing a brand plan, you first need some data. You need to know how you are viewed by your internal people (staff, board members) and by your external audiences (donors and prospects, people or organizations you serve, the public, opinion leaders in your field, etc.). This data can be acquired through web-based survey tools, but it’s always advisable to include in-person interviews or even focus-groups to augment your data.  You may discover everyone understands your brand perfectly. Or you may find out there are some aspects of your brand that are more clear than others. This will inform your strategy.

 What about the competition?

Yes. Like any organization, you are competing for attention, for commitment and for dollars.  When you know how your competition is positioned, you can be more strategic in how to position your own brand.  You don’t have to be totally reactive, but you can be pro-active in developing some of your messages to counter theirs.

We’re successful, do we really need a brand plan?

Well, this was clearly the Vatican’s thinking. But in my view, to be effective, every organization should operate under a brand plan just as you operate under a strategic plan.  This includes drilling down into a tactical communications, timelines, and to-do lists. But everything comes back to knowing your brand essence and conveying it effectively to the people who can help—or hurt—your cause. When you plan effectively, you won’t be caught without the best words to say who you are, what you do, and why it matters.

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Invite Dissent: Promote Business and Nonprofit Change

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To much fanfare and hand-wringing, Virginia’s governor has just declared April to be Confederate History Month. One of the great battles of our Civil War has been on my mind, since I just returned from a family trip to Gettysburg. We’d been several times before, but this time we had a private guide who truly brought the scale and devastation of those terrible three days to life. We walked the battle lines of the Wheat field and saw where men fell in lines at the Peach Orchard.  We imagined the cannon firing into the town, scattering frightened civilians.  We climbed Little Round Top and peered over the edge, imagining a sea of Confederate soldiers charging. And we saw the deadly conclusion in Pickett’s Charge.  And as we moved back and forth from Confederate to Union perspectives, I was reminded of my own divided history:   A Yankee through and through, having been raised in New York and Maryland, I have plenty of Confederates in the family, with ancestors who fought and died at Antietum, and southern  relatives–including a Confederate historian–who remain skeptical about northern ways.

Hidden or Banished Differences May Slow  Success

There are many legacies of our divided history, but one is clear: Americans remain separated politically, socially, economically and even spiritually. So why should my readers care? Because we often hide our differences, or operate in communities of the like-minded, thus subverting the real benefits of diverse perspectives and ideas.

For example, how many boards do you serve on where the leadership is predominantly of one political persuasion? What would happen if these leaders didn’t all support the same candidates and agree on the same issues (even if your organization isn’t political in nature)? And what about in business–do the leaders in your company represent diverse views and personal histories? Do they come from varied economic backgrounds? Or did they all attend the same schools and join the same country clubs?  Does your organization push for cross-cultural literacy and encourage leadership development among people of varied cultural backgrounds?  Do you promote gender parity initiatives that mentor and support women through childbearing years, when many fall off the leadership ladder?

Find Your Perspective Gap

Many times firms and organizations feel they are doing plenty to promote diversity, but if they asked for feedback from the people most affected, they might learn a different truth. For instance, according to a recent Bain & Company study, when it comes to gender disparity in leadership, men and women view the workplace very differently. Men think women are treated equally, whereas women don’t see it that way. Why the gap? I’ll let you read the report to see what the Bain folks think, but I have witnessed the “perspective gap” taking many solid nonprofits and businesses off their path of success.

What do I mean by “perspective gap”? I mean asking your staff or board members how they feel about having a different opinion or background from the rest of the group.  Are they encouraged to have a different perspective? Or is it less complicated to remain silent? In his recent book about the amazing technological success of Israel, Startup Nation, Dan Senor attributes Israel’s success, among other reasons, to a culture of people being willing to challenge their superiors, and those superiors being willing to listen.  He gives examples of how this has promoted a faster route to innovation and change.

OK, Amy, where is this going and what does it have to do with Confederate History Month?

Invite Opposition

Here goes. My suggestion is to create your own version of a controversial celebratory month within your company or nonprofit organization.  Let’s call it Contrary Opinion Month.  Invite everyone to make a suggestion that appears to be contrary to company tradition, policy or social custom. If you are a law firm, encourage your newest young associates to speak up at your next committee meeting! If you are a nonprofit, don’t let a unanimous vote obscure hidden dissent in the ranks–bring it on and into the light! If you are a big business, find out what that guy in the mailroom thinks about your new [fill in the blank] policy!

I’m truly curious to hear what happens, so if you have a good story, please email me at amy[at]amydelouise[dot]com.

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Getting Your Brand in the Press

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The following post is one in a series of guest posts I am featuring this year. It’s written by Emily Dammeyer, Public Relations Manager of Children’s National Medical Center in Washington, D.C.  Emily and the whole PR team at Children’s National get some of the best national and local media coverage around, thanks to their perseverance and saavy (I can brag about them!).  Enjoy.-Amy

With today’s new economic realities, getting your brand and your message in front of the media is a growing challenge. Thanks to shrinking budgets, news producers are now being asked to do what used to be done by a reporter, producer, cameraman and sound tech. I’ve also noticed print reporters focusing a lot more on the web. This includes everything from creating unique content on the web (photo galleries, interactive tools, etc.) to negotiating embargoes that are best for the web.  The days of breaking an embargo at 6 am, when the newspapers hit the doorsteps, are gone.

More Expectations

Before you begin to develop a pitch, keep these things in mind:

  • Traditional beats are widening, so reporters are being bombarded with more information than ever before
  • With a greater need to create web content, reporters are under increasing pressure to get stories out quickly
  • Reduced staff means less time to devote to “soft” news stories

Change your Pitch

The strategy for pitching has evolved too. A basic press kit – fact sheet, release, bios – likely won’t cut it anymore. That’s because a simple written article isn’t what the reporter needs. Consider providing the following:

  • Packaged video content, including high-resolution b-roll
  • A photo gallery or illustration
  • A complementary story for an online edition

Understand your Audience

Larger outlets, like the Washington Post, have condensed or eliminated many of the softer sections (Home, Food, Health) and national bureaus to focus on politics and Washington news. The softer sections still exist, but in different forms. The Health section, for example, has no full-time staff writers, so the paper is dependent on freelancers. That can be good, because it means new people to pitch, but it can also make it harder to figure out who you should be pitching. The section has also been running more syndicated content, including that from Consumer Reports and Kaiser Health News.

To pitch a larger, traditional outlet, I find it best to keep the story focused on trends.  I could have the best medical story, but if it isn’t going to resonate with a national audience, it’s useless. But if I can find a way to tie in with a bigger story – such as health reform – my chances of getting noticed improve.  I’m also focusing more on building relationships with freelancers, as another avenue into some of the larger outlets.

On the other hand, more local or hyperlocal web-based outlets are popping up, providing a great opportunity to target a specific geographic area. To reach this audience, you have to make your pitch relevant. Provide a subject in the area to illustrate your point. Pull data from that certain area and have it ready for the reporter or blogger.

This changing media environment has definitely added some frustration.  But if we learn to adapt, I think there are great opportunities to get out strong messages.

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Dodge Charger Brand: Women Need Not Apply

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Okay, for those of you who are regular readers of my blog, I promise I’m not becoming a car blogger, but…

During the Superbowl, I was surprised by the ad for the new Dodge Charger. Now those of you who know me well know that I’m a sucker for a muscle car.  And lately, I’ve had my eye on this one.   Of course the Charger goes way back (like the ’73 beauty driven by Michael and Fiona in “Burn Notice.”) One of the options on the new model is a ridiculously powerful 6.1-liter SRT® HEMI® V8 5-speed.  A girl can dream.

So imagine my surprise when the ad unfolded as a paean to the wounded male ego.  A car to salve the soul of the beleaguered husband, which the ad defines as a guy who is forced by his wife to “separate the recycling” and “put the seat down.” Oh puh-lease.  Guys still get to run 487 of the Fortune 500, and have 444 seats out of 535 in both houses of Congress, okay?

What really upset me about the ad, though, was not its false premise that marriage emasculates men and women rule the world. What really bugged me was the fact that Dodge was saying to me “you’re not our customer.” Wow.  That hurts.  I was actually seriously thinking about becoming your customer. And maybe so were other women.  And, we car-driving womenfolk actually watch the Superbowl (we’ve done it for years now).

Maybe the folks at Dodge have decided their brand will settle for targeting 49% of the market, instead of 100%. And with this ad, they’re only targeting a small subset of that 49%–married guys who are super-insecure and don’t like to separate the recycling.

So what did the ad do for the Dodge brand?  Well, it certainly got a lot of attention. In addition to the getting eyeballs during the Superbowl’s largest viewership in history, the ad’s have close to 765,000 views on YouTube. And plenty of controversy on blogs other than this one.  As David Ogilvy famously said, “any publicity is good publicity.”

But maybe he wouldn’t say that in this day and age, when a bad impression can be multiplied and amplified millions of times over through social media.  My own take is that a company needs to be very careful with both market segmentation and humor. It can be done brilliantly, of course.  (Case in point, the IBM “training” film that spoofed The Office and shot up sales of mainframes.)  But it can also fail miserably, and lead to an actual degradation of your market share.

The jury’s still out on the Charger.  But they lost at least one customer.

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Feb 12, 2007 – After I wrote the previous post, this video response to the Charger ad surfaced on YouTube.

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Can Toyota’s Brand Recover?

Take the Short Poll at the End of this Post!

On February 1st Toyota announced its now-famous recall of eight models of 2005-2010 cars and trucks and stopped its production lines due to an accelerator pedal issue .  It had signalled the recall days earlier, in an announcement on January 21st.  By this Friday, February 5th, according to Toyota all dealers will have special parts to solve the issue and will handle free replacements.

Did Toyota react fast enough to save its name?

Some say no. Toyota should have known of the problem earlier, due to reports of acceleration-related accidents recorded by the National Highway Transportation Safety Administration (NHTSA) as early as 2002.  After four people in a Lexus were killed when their car accelerated into an intersection and hit an SUV last August, Toyota had already received more than 2,000 complaints of similar issues.   Toyota could have “connected the dots”  sooner, and saved lives and perhaps its stake in the auto market for years to come.  On the other hand, their fast response once they did issue the recall, and their ability to reach out to customers and the press through multiple channels–television, press conferences, social media and their own website–has helped the company’s image.  Crisis communications experts always cite the Tylenol poisoning case of 1982, when manufacturer Johnson & Johnson recalled more than 20 million bottles of Extra Strength Tylenol, destroyed them all, and developed new tamper-resistant packaging, and then communicated all of these steps to the public, early and often.

What can other brands learn from Toyota?

  1. Not Listening to Your Customers Can Kill Your Brand.
  2. Not Working with Others Who Serve Your Customer (i.e. NHSTA) Hurts Your Brand.
  3. Developing a Solution-Oriented Response Helps.
  4. Communicate Everything, Early, Often.
  5. If You Don’t Already Have Multiple Channels for Reaching Your Customer and Decision-Influencers (the press, experts), Put Them in Place Now!



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Can Younger Staff and Members Add Value to Your Brand?

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I’ve asked some colleagues to contribute to this page.  Here’s Melissa Houghton, Executive Director of the Washington D.C. Chapter of Women in Film & Video (WIFV) on how younger members and staff have increased the impact of this professional membership association.  If you are interested in guest blogging, please feel free to email me at amy[at]amydelouise[dot]com.

WIFV is blessed with many members who are early adopters of all types of technology. Social media platforms have been no exception. But when it came to WIFV moving from its members-only listserv into a social media platform, so we could reach beyond our members, we didn’t jump in with both feet.

What held us back? What keeps us moving forward?

Sometimes, the same thing.  WIFV has about 1000 members, many of them filmmakers using the latest non-linear computer-based editing tools and digital cameras.   The organization has a vibrant listserv for members that makes it easy for them to get technology questions answered, fill positions, get references and learn what films are screening.

On the one hand, why do anything more?

Our goal is to provide services for members and the listserv is where we’ve encouraged them to go for information. At the same time, they expect WIFV to be available to them wherever they are and they are on social media.  And they want others within and across industries to know more about us. When some members set up Facebook and Linked In profiles for the organization, and we only found out after the fact, we realized we had to become pro-active about our brand in this new space.

Who could help us?

Thank goddess for interns and student members! They are fearless with social media and were able to watch the sites for a while to learn who was using them, and what were the most active discussions. Our younger members’ experiences in the office with program development also helped them understand what types of postings would generate the most interest and keep the sites active with valuable and engaging content. They’ve also been tireless about getting involved with our committees and bringing their enthusiasm and know-how to the members who had more reservations about how WIFV would use social media.

It has been a learning experience for us all.

Our older members are beginning to engage through SM and build the same personal connections they’ve always used to produce and distribute powerful films, just in new ways. The young professionals in our midst realize that there is a business as well as personal need to share content and resources and keep pushing us forward.  They don’t let us slack off with postings and make sure we re-tweet, write on walls, and link with others. And hey, here I am, blogging!

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Five New Year’s Resolutions for Your Brand

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Here are some resolutions to consider for the New Year.

1. Consistency. Everything you say should, well, say “you” and not someone or something else.  Old logos, old tag lines, old ways of doing business need to hit the recycle bin.

2. Connectivity. Social media is here to stay. Join the conversation. Connect to constituents, customers, policymakers, thought leaders. That said, human-to-human connections are still the gold standard when it comes to cultivating policymaking relationships, customers and donors.

3. Relevancy. Convey what makes you relevant in the last year of the first decade of a new century. (I know, I’m old-school. Despite all the news stories, I believe the last year of the decade was not 2009!)

4. Creativity. Interconnectivity means choice for customers, donors, viewers, readers, users, etc.   If you’re not creative about reaching them, they’ve already moved on. Examples: iPhone apps by nonprofits, video trailers promoting books, Twitter contests to raise issue awareness.

5. Simplicity. With all the clutter in our lives, and the meshing of work and home lives thanks to the Blackberry and iPhone, simplicity wins the day. That goes for strategies, design,  messages, and most importantly, mission.  If it’s too hard to explain in an “elevator pitch,” rethink it.

Wring out the old. Ring in the new. Here’s to your success in 2010!

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Happy Holidays!

I’ll return on January 5th. Until then, I leave you with this funny take on the holidays…wait for it in verse two: women’s octet Venus d Minor sings their version of the holiday classic, Silver Bells.

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