Categories
Business

Hello, pleased to meet you. Facebook can ruin your business.

While most of the media tries to convince business people that they should all run to use social media asap, I beg to differ.   The step is simply too big, especially for market leaders.   You make a business page for your company, brand or product?   I will use it against you!   What you have effectively done is made a media channel with all your customers for anyone to use!

Sure you could lock down the wall, but then “that’s not very social media”.   You can monitor the wall 24/7/365 but  if you take an offensive post down you might get a consumer backlash for “censorship” and “that’s not very social media”.   Despite being an early proponent of social media in business I think you really need to define your targets and then look even more carefully at potential risks.   I am not the only person being hired to ruin companies and brands through social media.

It sort of gives a different ring to the term “viral”.   You know that kitch email chain letter you received?   Well, chances are it started from someone out to hit a competitor’s market share.   It is just much easier to knock off 5% of sales from a competitor than to get a 5% increase yourself.

So yes, you need to watch what is happening in social media.   As traditional media crumbles, these are exciting times for anybody in the business of communication.   And yes, you might find that many new tools are really cost effective.   But they have far reaching implications to your organization’s structure and inner workings.   Which don’t always make business sense.   I have tried to change companies through their communication and it doesn’t work easily, especially when top management doesn’t change first in a very public way.   It is like trying to change a company through it’s IT infrastructure.

As we all talk about leaving hierarchical structures behind and how media is becoming decentralised, it is useful to remind ourselves that most companies are still very hierarchical and centralised.   And for good reason.

Several articles on this topic are available on my Greek blog – and the Branding Intelligence blog (also here).

P.S. Some people have arrived at this post through extremely narrowly targeted Facebook ads; don’t worry, you are the only one that saw that provocative material  and as soon as I see you have clicked through I will take it down… ; )

Categories
Communication

Measuring digital influence: the silly and the science

“The most influential people online” says the tagline for WebIt, an upcoming “Digital and IT event” (vague terms as nobody is sure anymore!)   The idea isn’t new; a similar scheme had played out with the Influence Project some time ago.   These sort of efforts are of course plagued with massive methodological problems.

Obviously anybody that starts first has a great advantage, particularly in countries where the online influencers are fewer and it just takes one mention to tell everyone.   Furthermore, social media professionals tend to check each other out all the time, so whichever one of these happens to get their link out first gets everyone else under “their” pyramid.

An added problem is the incentive.   Some people may consider a free flight to Bulgaria a bonus, others a punishment.   In any case many top influencers will not bother.   So we are back to square one, possibly with a few new ideas about who is around in each country, looking for more reliable ways to measure influence.   Of course, this is a job for professionals, like Qualia who monitor all media and even do sentiment analysis on it.   They have also started doing what is more interesting and easy to understand, which is to look at specific topics or incidents.  (Check them out in the “blog” section of their website.)

Influence is a complicated matter but taking the more specific approach is probably closer to the “true” nature of things.   Oh, and don’t forget to click here if you want to measure your influence the cheap and cheerful way… ; )

Categories
Business Communication Technology

Brand building and social media

I took the time to get to know a superb team of brand builders today, www.yalosquality.com has a sample of their work through sadly not a lot of the more recent stuff.  They know what they are good at and they really focus on those details of a brand that matter, especially in packaging.  It got me thinking about all the social media so called brand building.

In essence you need to know three things to start with: who do you want to get into your net?(work) What gets onto your customers radars?  (Rather pointless these days to talk about media ‘consumption’.)  And where does the rest of your team fit into this effort?  (Your employees or anyone else you feel is on your side.)

It seems self evident to say you need a target but with social media this is not an easy task.  It isn’t a box sitting on a shelf, limited in many respects in its effects.  It bridges PR, community, investors and any other partnership in ways so complex it is infuriating to try and explain many times.   In normal brand building, people like the fantastically able people at Yalos make sure that everything is perfect.  The best possible take on all aspects of the brand.  In social media we are battling to achieve a degree of transparency which is almost in opposition with classic testimonials or case studies.  We are looking for a convincing ‘person’ of a brand.

And this ‘person’ cannot be driven by a single entity.  It has to be the live sum total of customers’ living with the brand.  But as clear as they are conversing with a friend.   Except they aren’t sitting down to share a coffee and a long chat.  They are saying ‘hi’ as they pass each other in the supermarket, ‘how are you’ as they pick up their kids from school and ‘we should get together some time’ as they sit next to each other for five minutes at basketball practice.   That’s life today, even with ‘normal’ regular real people friends!

Let me be clear about one thing: for most companies I wouldn’t dream of putting up anything on a social network that can be demolished.  I recently witnessed the online bashing of www.getitnow.gr , what seemed a much promising eshop type venture in Greece with serious levels of investment.  Their facebook page had all the right ingredients but once the complaints started, it seems impossible to put a lid on the hell it let loose!  You can’t delete a comment you don’t like, everyone will know instantly.    Server problems?  Delays?  Confusion?  Even if they were perfect from the start they would have been in for it.  When behemoths like P&G are struggling to make sense of it all you know we have a challenge.

And I have the solution.  Stay tuned!