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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Brand Tools for Local Volunteers and Staff

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Foliage as Shapes - IMG_0052 s.cHere’s a great question that came to me from one of my readers: “How does the headquarters of a national nonprofit support and/or monitor brand consistency among dozens of social media sites run by local chapter volunteers?”

It’s definitely a balancing act to develop a consistent brand strategy—including use of social media—without burdening local staff and volunteers. I believe there are several key elements to a successful plan.

  1. Define Your Mission. Make sure everyone understands your “elevator pitch” about your mission and who you serve, and why you do it every day. Make sure every person, from CEO to local volunteers is able to deliver this pitch and connect it to their own personal story.
  2. Define Your Communications Philosophy. Why and in what tone do you need to communicate to stakeholders? Explain in very clear, non-jargony terms (i.e., without using the word stakeholders!), what about your brand should be communicated, whether it’s through a local walk website, a volunteer’s blog or a Facebook page.
  3. Monitor Based on Philosophy.  Your philosophy should guide your monitoring. The “why” of your communications will dictate how you measure success, and what will flag concerns at the national level. Don’t get too caught up in uniformity. It’s all about achieving mission results in the end, so what matters is anything that can propel or derail that goal.
  4. Provide Tools.  Give every local staffer and volunteer a simple, online-accessible toolkit of what they need to communicate your brand. If they have these tools, chances are high they won’t spend time developing their own look or content that could be inconsistent with your main national brand, because their focus is and should be on on-the-ground activities.

Let’s take a closer look at the local Toolkit.  So what should go into it?

Stories. Ultimately nonprofits are able to communicate best through stories of the people and communities they help. Provide a regular stream of well-written content, with quotations and photos to go along with it, and your local teams can either copy the format with their own or use yours.

Videos. Video is a highly effective tool for engaging donors, volunteers and local staff. A short video can efficiently communicate your brand and message to a large number of people in a variety of local settings. Consider providing a DVD each year to every local chapter that can include: 1) an overview/general marketing video about your organization, 2) a short, peppy meeting opener, 3) case studies/interview-based vignettes that can communicate why your mission matters to real people and their lives (this can be used to cultivate donors, or bring in new volunteers or members), 4) an annual conference and/or local events highlights video.  Once you have the basics, you can just provide updates or periodic new material (such as a brief training video on a new program you are rolling out.)

Graphics. Include a logo as it should appear in several mediums (i.e. it will be different for the web than for TV or for print pieces).  Also, it’s handy to offer a template for newsletters or local brochures. And of course, you will want to identify fonts—either approved or recommended for headers, tag lines, body copy, etc.

Photos. A true gem for busy local staff and volunteers is a well-organized online photo library.  Include downloadable, rights-cleared photos your local volunteers and staff can use in blogs, on websites, in newsletters, e-marketing pieces, etc.  You want images that include major organizational leaders and celebrity champions, volunteers in action, key locations, special events, and most importantly, the people or communities you serve.  Getting rights cleared can be a hassle, but if you set up a regular process for every shoot (and have a downloadable form for getting permissions cleared), you will go a long way towards providing brand and image consistency for your organization.

Communications at the local level is vital for any national organization. But it can also create serious pitfalls for your organization’s brand among key constituencies, including the media, donors, and future volunteers. Providing tools, rather than dictating rules, can help pave the way to a more unified brand.

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5 Free Ways to Boost Your Brand

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Balt. Bldg.1 - IMG_0407 sIn the “jobless recovery,” it’s important to be strategic about spending on your brand. Here are five ways you can support your product, service or nonprofit mission without spending a dime.  (Alright, in total fairness, time is involved and we all know that’s valuable.)

1. Deploy Your Leaders. Boards of directors, partners, the executive team–they should know all the in’s and out’s of your brand and be the spokes on the wheel of your brand promotion. But sometimes they are not deployed in an intentional way with marketing your brand in mind. Make a conscious effort to (re)educate your board and leadership team on your “elevator pitch” and “brand promise”–what unique value you provide–at their next meeting. Ask folks to give their elevator pitch to the group, to help them hone their own description of your brand essence.

2. Engage Every Employee. Your leadership team, marketing or development staff may all be cognizant of your key brand messages. But what about your interns, the people at the loading dock and your new receptionist? Everyone communicates your brand–to customers, to donors, to other employees. Make sure you take the time to engage everyone. One great experience can make all the difference. So can a bad one.

3. Let Others Speak for You. Referrals are the best sales. Ask your best customers, donors, community volunteers, etc. to help you promote your brand. Ask them to Tweet about your latest accomplishments, mention it on their company blog, or be willing to wear a nametag that says “So and So, [Your Charity Name] Volunteer” at their next business event. In the advertising world, everything is measured in the volume of “impressions” your ads get. But also every human impression counts.

4. Cross-Promote. Whether you are a for-profit or a charity, find organizations that don’t compete directly with you but who offer complimentary products/services.  Then create a monthly program for cross-promotions. For example, if you’re a florist, have your link featured on the page of an event organizer and vice versa.  If you’re a charity with a national walk or run coming up, cross-promote with an athletic shoe or apparel company.  And don’t forget to cross-promote yourself: be sure that every communications tool you use–email, e-newsletters, blogs, websites, business cards–promotes every other venue through which you communicate, so customers can reach you in whatever way they like best.

5. Increase Brand Clarity. Brand audits can be very expensive and time-consuming projects, but here’s a mini-audit you can assign to a couple of folks for a considerable impact. Have them review your letterhead, website, print pieces, blogs, Facebook pages, etc. and tell you whether your logo, name, tag line and mission statement appear consistently. Look at color, size, fonts and wording. You’d be surprised how many times these communications tools are inconsistently branded, thus diluting your impact.  You don’t have to reprint everything all at once, but be aware so that the next time cards go to the printers, for example, they can be in sync with your website.

Of course, there’s no free lunch.

If your brand is struggling because your mission is fuzzy, your leadership isn’t strategic, or your staffing is weak, then no amount of free branding solutions will help.  But in tough times, these simple tools can also go a long way while we all wait for recovery.

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What’s my online identity?

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Abstract in Green s.c.2By now you’ve probably read that after 44 staffers were laid off at CQ-Roll Call at the end of September,   veteran editor Brian Nutting e-mailed the entire editorial staff (and cc’d the newsroom) a letter demanding answers from management.  His email was immediately “leaked” online and a day later, he was fired for insubordination.

A few days later, The Washington Post released new social media guidelines for its writers which take a pretty dim view of journalists having social media lives. The rules have resulted in journalists closing twitter accounts. Post journalists must refrain from “writing, tweeting or posting anything – including photographs or video – that could be perceived as reflecting political racial, sexist, religious or other bias or favoritism that could be used to tarnish our journalistic credibility.”

The Red Cross takes a different tack. It created—with input from employees—a Social Media Handbook that makes some common-sense recommendations. These include “Use disclaimers” “Respect work commitments” “Be a good blogger” “Be transparent” “Be accurate” “Be considerate” and one of my favorites “Be generous.”  (This particular recommendation is about being generous with links –that is, information–for your readers.)

These two approaches beg the question: who are we online? And can we be more than one person (the private and the public) at the same time?

Particularly if we work in a field where people pay us for our opinions and expertise (journalists, lawyers, doctors, consultants of various stripes), can we still express our personal views online and keep our jobs/clients?

What’s your SM policy? Can your employees make personal comments on their Facebook pages and still keep their jobs with you? What are the parameters? What is working and what isn’t?

I’d really like to hear from you on this one, so comment away!

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Does Management Care About Our Brand?

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Red Wheel s.c.Sure they do. Management’s focus on the 50,000 foot view of an organization includes issues around brand. But what I’ve found is that they are not always aware of mission-critical elements that contribute to how your brand is perceived–by customers, donors, investors, or other influencers.  Here are two areas where the executive team often falls short, and what you can do about it.

The Virtual. Let’s face it, many in executive leadership are from a generation that’s not entirely comfortable with the virtual world of the internet and social media–even email. A good friend of mine in his 60’s ran a highly successful international foundation without so much as a computer on his desk. His secretary read and responded to all his emails!  Other execs can be suspicious of social media being merely social and not having any business function, so they won’t allow employees to use it.  Or they limit online time to younger subordinates–interns and such–without realizing these have become the face of the organization and their first responders in a crisis. (And they might be perfectly well qualified for this, but that might not really be the communications strategy when the assignment is made.)

So how do you get management to care about the virtual iterations of your brand?

1. Provide real feedback on what others are saying about you and your issue or product or competitors on a regular basis–a quick overview report at least weekly. You likely already know the tools (Google Alerts, Twittalyzer). But also write the report in “real English” so that those of us who aren’t as facile with technology can “get it” and understand strategic implications.

2. Offer a virtual brand game-plan with a specific group of staff and targeted number of hours they will spend listening and responding on Facebook, Twitter, blogs, etc.

3.  Be willing to revise the game plan. Test a variety of strategies and personnel. Some people love to write, for example, and could be great bloggers for your brand. Others might be better suited to the 140-characters-or-less world of Twitter.

The Physical. I recently attended an after work networking event at a company that reminded me how much the physical still matters when it comes to your brand. The party included a number of people I wanted to meet. However, the bar was located right in the entrance area, so everyone was crammed together there and no one could circulate. The food was elsewhere–sitting on small, lonely plastic platters in several conference rooms too far from the main action to attract much attention. But for those who ventured in search of nourishment, the message of the meager fare was either that the company was suffering greatly in the economic downturn, or they didn’t like their customers enough to invest in more than a bowl of peanuts. Probably not the message management intended to send.  My guess is management didn’t even involve itself in the layout or the menu decisions.

By contrast I attended another business event for top-level CEOs where clearly the economic downturn played a role in the decision to change the evening from black-tie to business dress. The food was well laid out and appetizing, but not overly luxurious. The content and networking spaces were well-planned. Result: a good boost for the host company’s brand.

How can you get management to care about the “physical” expressions of your brand?

1. Include them in your decision-making. Even if it’s the tablecloths for an event or the new office chairs, make sure management knows What you’re suggesting/deciding and Why you’re making those recommendations.  What is the impression you are trying to make? What do you want customers or donors or investors to think about you when they leave? (note: “they’re suffering” doesn’t always translate into increased donations on the nonprofit side.)

2. Show them examples (photos) of what your event/office would look like if these decisions get made. I’m sure that if one of the top executives of the firm I mentioned above had seen what a little plastic platter of vegetables looked like sitting alone on a vast polished wood conference table, he might have endorsed a different food budget.

3. Poll your guests and share outcomes with management. Survey Monkey and other online tools make it so easy to find out whether or not your guests liked your event/their meeting at your office/etc. Social media also allows you to hear from important players and share back their comments.

All I can end with is the line from the wonderful Maurice Sendak book for children, about Pierre “who didn’t care” (Spoiler alert: he gets eaten by a lion): Care!

©2009 Amy DeLouise. All Rights Reserved. For reprint permission, please contact amy(at)amydelouise(d0t)com.

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Ban Social Media from the Workplace?

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3 Glass Bottles-1b sI recently read an article in a business magazine that blew me away. It outlined a case in which an employee of a trade association and lobbying organization made unflattering and unprofessional comments about her boss and employer on her Facebook page, and was subsequently fired for doing so. It concluded with this recommendation:

“Every single employer on the face of the planet ought to prohibit their employees from: 1) accessing social networking sites while at work or from a company computer; 2) publishing any comments or statements about the company, including identifying themselves as company employees, absent advance written consent, which should be conditioned upon employee permission to monitor online profiles. This should be an express, written workplace policy, signed by all employees, as well as a term of all independent contractor agreements.” – www.smartceo.com, September issue, “See Jane Play: Is an employee’s online image trashing yours?” (I don’t see an online version yet)

Wow.  I hardly know where to start.  But I’m going to try.

1. Social Media Has No Place in the Workplace. Or does it? Neilsen recently showed that more people are using social media than email (The Nielsen Company, March 9, 2009. Social networks & blogs now 4th most popular online activity, ahead of personal email). And corporations are taking notice. Forrester Research projects that companies will spend $3.1 billion on social media by 2014. Why? Because this new genre of communication allows for interactive conversations with customers, users, donors, policymakers and supporters. It engages in new ways, with immediate outcomes. It can launch a major viral campaign in minutes that would have taken months or years (and plenty of dollars) to succeed through traditional media or behind-the-scenes lobbying. That is, if you know how to use it. Which you won’t if you ban it from your workplace. Instead, you will have fewer tools than your competitors do for managing your brand and your message. As an executive, your job is to be what CEO and marketing guru Yuri Radziesvksy of GlobalWorks Group LLC calls “the lead brand custodian.” Whether you love it or not, leadership means embracing new technologies, and guiding your team to leverage them fully to achieve stated goals. Rather than banning these new tools, consider a role in which you embrace innovation.

2.  Employees Will Bad-Mouth You Through Social Media. Yes, they will. Just as they have at the water cooler, on the golf course, in their living rooms…you get the idea. Unhappy employees will always vent. And occasionally even the happy employees will slip-up and post something you both wish could now be deleted. But the new landscape of social media won’t disappear just because you ban it.  (One of the things I always surprise clients with is a summary of the number of mentions they get on other people’s blogs, etc.–and the posters aren’t employees.) Instead, create a policy for social media use. Better yet, get your stakeholders–board members, employees, donors, etc.–to weigh in. Take stock again in 3-6 months. Of course, there are brave and highly successful companies like Zappos who have purposely avoided having an official policy (and hey, they just got bought by Amazon so they must be doing something right!). Says Zappos CEO Tony Hsieh, who’s got 300 of his customer service reps using Twitter, “People don’t relate to companies, they relate to people.” (For inspiration, read Tony’s always enlightening blog.)

3. Social Media Isn’t for Serious Professionals. The article described the employer organization as a trade organization that lobbies on behalf of its “high-powered members.”  It refers to employees who use social media as those who “play on these Web sites” and “the lad who updates your profile.”  No serious social media users here, right?   I’m going to guess that there’s some discomfort with the democratizing effect of social media–that it puts the voice of a junior employee on equal footing with that of the CEO. Well, um, yes. Exactly. And ditto with members of the general public.  Who can either be your friends or your foes if you happen to be, say, a trade organization that lobbies on issues before Congress. Case in point: I have a client who is considered one of the most powerful advocacy voices in Washington and guess what? They have a Facebook page! They have employees who, yes, are paid to “play” on this site and promote their organization’s perspective and encourage members to engage on their issues, especially when they have an important advocacy event or vote coming up in Congress.  My guess is that the “influential members” the author describes may not be well-versed in social media. Like any foreign language, it requires time and assistance to learn. The association could do a great service for its members by hosting a webinar or teleconference on how to incorporate social media into a strategic communications strategy, how to effectively engage social networks for political advocacy, how to build a network of influentials, and new tools for measuring ROI. As George Colony, CEO of Forrester Research, says on his blog for CEO’s “Social marketing is here to stay. It’s time for you to understand it.”

4. Monitor Employee and Contractor Use of Social Media. Yes, definitely.  If you are opening an office in Communist China. And if you have all the time in the world. But if you’re here and don’t, then this kind of policy means you will lose out on some of the most well-networked and effective people and companies you can employ. And I don’t just mean the current digital-native generation. I include those of us boomers who have learned our way around the social mediasphere and use it not just to promote our own work but to monitor the work of thought leaders in our fields and develop networks of highly qualified people on whom we can count for advice and referrals.  (Did you know women over 55 are the fastest growing groups on Facebook? And that Pew research has found the media age of a LinkedIn user is 40?).  You need these folks to propel your mission and brand in the 21st century.

5. Ban Employees From Mentioning Where They Work. One of the most useful parts of the fastest-growing social media network, LinkedIn, is its virtual rolodex aspect. Obviously this won’t work for you and your contacts don’t know each other’s places of employment.   Part of what makes LinkedIn work is the credibility of its members. Once you have a solid base of contacts, you can reach out to their contacts for advice, when filling positions, etc.  As a board member, for example, I was recently able to find highly valued contractors for a bid we were issuing by querying my Linked In contacts and some of their contacts for their recommendations. Why would you want to exclude yourself from this resource?  And why would you be so concerned about your own vendors and employees bad-mouthing you that you would ban them from naming their employer, and thereby preventing you from connecting your brand with their prestige (in other words, employees aren’t always jerks–most of the time they reflect well on you). This policy might speak to internal issues around employee engagement and team-building?  Without a real inside look at the organization, I can’t tell, but it’s worth considering.

So for my money, I wouldn’t recommend items 1-5 above. But hey, I’m self-employed so we already know my boss is hell to work for!

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Creating an Effective Brand Emergency Plan

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Red Berries - IMG_4552 sSeptember is coming and it’s time to dust off those emergency plans.  Schools have just mailed out their reminders of what to do during “code red.”  But does your organization have a brand emergency plan? Years of good work with customers and your community can be eclipsed very quickly by a few misspoken words by a board member, or a complaint floating around in social media.

Why Plan?

The simple answer is that you’ve spent years, perhaps decades or even centuries, building up your brand. And yet in an instant it can be destroyed. So when complicated issues arise, such as an unexpected firing, natural or man-made disasters, public health concerns, etc., it’s important to have a plan for how you will brief all staff, board members and volunteers on how to handle potential questions from customers, supporters, the community and the press. That might just mean responding with a very brief factual answer and then providing contact information to the questioner so they can refer additional questions to the communications liaison, CEO’s office, or the Chair of the Board.

What’s in the Plan?

It’s not a question of hiding information, but rather of giving it out in a way that is unified and easy to understand. Most importantly, the way information is communicated, as well as the content of that information, contributes to how your brand is perceived. “No comment” is a deadly answer. And blogs and the 24-hour news cycle can make other voices louder than perhaps their numbers truly reflect. Your Brand Emergency Communications Plan should include how to respond to:

-traditional print media

-cable news and radio

-bloggers

You should also be able to proactively post information to your:

-website

-Twitter account

-Facebook or MySpace pages

And be prepared to send email announcements or texts to update your community of supporters.

Who Executes the Plan?

The days of the communications office controlling the message are over. The message is already out there, especially if it involves some catastrophe related to your brand. So you need to have well-briefed team to help you engage in the conversation and include your information and perspective. For a nonprofit, this team can include not just executive level and communications staff, but also board leadership and key volunteers. In for-profit organizations, important customers may be recruited to assist in disseminating the message. Government agencies need to engage their counterparts in the private sector, depending on the issue at hand, to ensure effective response to an emergency.

So just like your home or school, this fall your place of business should practice its emergency communications procedures on a regular basis, so that when the time comes, you are able to quickly implement your plan.

Have a recent brand crisis that put your plan into action? Please share!

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The Good the Bad and the Ugly: Social Media Successes and Nightmares

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By now you have probably heard some of the more infamous stories of the brave new woRed Wheel s.c.rld of social media. From Jeff Jarvis’s famous “Dell Sucks” blog post in 2005 to the Motrin-Mommy-Blogger fiasco of late 2008.  But what results—good and bad—can inform your own personal or corporate social media strategy? Here are some I thought worth a look.

The Good

Have you checked out Bill Marriott’s Blog “Marriott on the Move”?  http://www.blogs.marriott.com/ Of course his most recent postings have been about the Jakarta suicide bombings that took place at a Marriott hotel there. Communicating with customers in times of crisis is a crucial part of communicating your brand identity—in this case, that Marriott management is caring and on top of the situation as much as can be expected. Bill  also reads the blog aloud in an audio file beneath each post, which makes for a much more personal experience of the story. According to Kathleen Matthews, former news anchor-turned-Marriott marketing executive, $3 million in reservations have come in through his blog. How’s that for an ROI?

Charity: Water is a non-profit organization bringing clean and safe drinking water to people in developing nations. 100% of public donations directly fund water projects.  On 12 February 2009, 200+ international cities hosted a Twestival (Twitter + festival) to bring Twitter communities together to raise money for charity: water. The Twestival raised $250,000+ and brought worldwide public awareness to the global water crisis. They also provided a live feed of a well drilling project in Ethiopia paid for by the funds, so donors felt instantly connected to an outcome of their donations. Charity: Water also cleverly provides “Tweet the Facts” resource so folks on Twitter can easily publish content relevant to the charity (“Women in Africa spend 15-17 hrs/week collecting water”).  Charities have been among the first to realize the power of social media, so why not retrace their steps and raise awareness for charities and causes you support?

Zappos, the internet shoe emporium just purchased by Amazon, has 436 employees on Twitter.  (Full disclosure: I love shoes.) In a recent interview for the Progressive Women’s Leadership Blog in a post called “All atwitter,” CEO Tony Hsieh said “For Twitter, we don’t really view it as a marketing channel so much as a way to connect on a more personal level — whether it’s with our employees or our existing customers.” Zappos has always stood out for its unique company culture, with a high level of customer service and a personalized, informal style. The company offers Twitter classes for employees to learn how to Tweet, but it does not have any restrictive requirements. Again, CEO Hsieh told interviewer Stephen Spencer “We’re not really looking at short-term ROI in terms of sales,” Hsieh says. “We’re looking to form lifelong relationships with our customers, and we think Twitter helps us do this.”  The company has also used Twitter as a recruiting tool, because it helps prospective employees see what it’s like to work there.

The Bad

The Washington Post today carried a story (“Online — and in the Loop — With D.C. Police “ washingtonpost.com http://bit.ly/y8rlP ) about how police are using email listserves to connect to community, inform the public about crimes, and help solve them.  The U.S. Park Police are blogging at http://uspppressroom.blogspot.com/ . Meanwhile, on the west coast, Los Angeles police Lt. Rick Banks is quoted saying his unit is looking at Twitter as a new opportunity.  What does it all mean? Federal and state agencies are embracing social media as a tool for connecting with the communities they serve.  Some of these postings function more as press release outlets than places for real conversations to emerge (see http://www.usda.gov/blog/usda/ ).  At least it’s a start for more transparency and faster communication in government.

The Ugly

As great as social media is, there is a dark side. Consider this story from the Better Business Bureau about major job scams on Twitter.  The BBB wants job hunters to be aware of the following red flags when searching for a work-at-home job online:

  • The “job” is actually a money-making scheme and doesn’t provide actual employment.
  • The work-at-home scheme claims that you can make lots of money with little effort and no experience.
  • You have to pay money up front in order to be considered for the job or receive more information.
  • The exact same tweet touting the program is posted by many different Twitterers. The links in such tweets could lead you to scam sites or install malware onto your computer.

These are just a few tales to help you consider the good, the bad and the ugly ways that social media is changing our communications landscape.  Do you have a social media success story or nightmare? Please share!

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I Hate Website Contact Forms: A Dent in Your Brand

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I know, I’ve really avoided launching any blog posts with the words “I hate.”  But GF3, s.c.2this one really gets me, for some reason. In our brave new age of social media, increased transparency, and communications efficiency, those little forms that you get when you click “Contact Us” really bug me.

I recently went on a nonprofit website to find someone in the communications department I’d met at a party. I thought I’d do a simple click and send her a quick note. Instead, I got The Form of Doom.  This is a great nonprofit, doing great work, helping needy children all over the world. And I was stopped in my tracks. Suddenly their brand didn’t seem as good. I know, it’s not fair, but it didn’t.  Suddenly they seemed possibly elitist, or at least not friendly and not reachable.  If I were a donor, would I be thinking “hey, maybe there’s another nonprofit I can contact more easily”?  I don’t know, but I might.

Contact Us forms are the last vestige of Web .5 in a Web 2.0 world.  Originally, they were designed to “capture user information” and help protect executives new to email.  But now, they just seem like speed bumps—annoying and messing up my car.  It’s not like people can’t find you these days. I located the nonprofit communications executive I’d met through Linked In, where we happily connected, conversed and exchanged email addresses. But that was, like, six steps from how I should have found her with a simple link on her organization’s website.

Brands are affected by many customer experiences.  We build up our expectations of a brand, and then we expect all interactions with the brand to deliver on the “brand promise.”  When a communications transaction between entity and user does not meet the brand promise expectations, we are at a fork in the road and we may choose another brand instead.  Websites are no longer sign posts.  They are interactive communications tools with your current or prospective donors, customers or volunteers.  Check around and see if yours is welcoming them to your brand on every page, or if you still have a few of the old barriers around.

Know any other Brand Barriers or have a different view of Contact forms? Please share them!

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Choosing the Wrong Communications Tool Can Really Screw Up Your Brand

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Yellow Hibiscus, Red Center 7_IGP0786 s.cI was recently reminded of how important it is to choose the right communications medium when I opened my office email after the July 4th holiday weekend. To my surprise, my in-box was chock full of emails—more than 200 of them. This seemed odd. Could there have been some massive event I wasn’t aware of?  Then the culprit emerged. The university orchestra of my alma mater had sent out an email encouraging people to “chat” about their experiences in the group.  Hmmm. A group chat through email? Not an invitation to join a list-serve or a fan group on Facebook?

I trolled through the first handful of emails and realized that not only had the organization chosen a poor format for this lovely outreach idea, but that almost everyone contacted had responded “reply all” when asking to be removed from the list. Voila! 200 increasingly nasty emails were created, and were still replicating as I watched.  And one of the last ones I read reminded me of how badly your brand can be damaged by such a seemingly innocent mistake. An alumn said they couldn’t believe the university had sent such a missive and they wanted to be removed from all future lists and never hear from the place again.  Ouch!

I quickly sent off an email to the VP of Public Affairs saying, essentially, “your brand is on fire.”

Brand wound self-infliction isn’t as uncommon as you would think. The Washington Post recently produced marketing fliers promoting a series of private, sponsored off-the-record dinners between policymakers and journalists that set off a firestorm of controversy about whether or not the Post could maintain its brand of journalistic impartiality.

So, how to choose the correct medium for your message?

1. Know Your Audience. It’s important to know how your audience prefers to be communicated with.  I recently sat on a marketing panel at an independent schools conference and one audience member asked whether they should be sending out emails or Facebook invitations to their alumns. I responded with another question “have you ever asked them?”  It’s really important to periodically query your target audience(s) about how they like to be reached.  A quick email survey using a tool such as Survey Monkey can suffice.

2. Know Your Options. Trying to jump-start a conversation that goes on beyond your initial contact? A Facebook page or Linked In group might work best.  Trying to get customers to respond to something new? Offer a clickable coupon link that also takes them to other content you want viewed. Want to reach potential donors? Send them a link to a You-Tube video that tells a short but compelling story about real people benefiting from your organization’s work.  And be wary of e-newsletters. If you must send them, make sure they have easy navigation and clickable links to full articles (one group I support still sends a PDF–yuck!).

3. Know Your Limitations. Donors and customers don’t want to hear from you every day. Prospective donors and customers want to hear from you even less. So be thoughtful about your communications tool, and then the content you deliver with it.  Offer information and connectivity that is truly useful to them.

4. Know Your Internal Content Generators. Yes you have standards and best practices. Surely my alma mater does. But clearly not everyone knows them. That’s because users/content generators are everywhere, not just in the PR office. Educate early and often. Rinse and repeat.

5. Know Your Power. Electronic and social media, when used correctly, can greatly magnify and support your brand.  Use them well…or else.

COMING THIS MONTH (Wed, July 29th, 1PM EDT): Free Teleconference on Helping Your Board Support Your Auction Success. For more information/to register, click here.

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