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Points of View is our blog dedicated to exploring the critical corporate communications issues of the day through insights and videos of Fortune 500 business and communications execs, industry insiders and our team.

Bob Feldman

Three Ways to Speed Your Company’s Embrace of Social Media

Bob Feldman
July 6th, 2011

Originally Published PR Week, June 30, 2011 (subscription access only)

I’ve noticed that many companies that instinctively know they should be active in social media are moving forward tentatively and would like to move faster.

These organizations have grasped the importance of social media to their communications strategy. But whether it’s because they’re nervous about diving into the online conversation, or caught up in internal bickering over who “owns” it, or lack confidence in their strategy, their tentative pace is denying them the benefits of a more robust online engagement. They know they should be moving faster, but they’re not sure how to do it.

Last week, while I was participating in an excellent Arthur W. Page Society “Future Leaders Experience,” the group addressed this problem. Three success factors for accelerating successful online engagement emerged from the discussion:

1. Pique their competitive nature with a “best practices” assessment

Companies are often risk averse and don’t like to be too far out front in using new technologies. Reviews of “best practices” often provide a level of comfort that comes from knowing what their peers are doing, learning from the mistakes of others, and benchmarking their own progress against leaders both outside and from within their own industries.

But “best practices” reviews have another motivating effect: they fire up people’s competitive instincts. Nothing concentrates management’s attention so much, or motivates them to action, as learning that a competitor is stealing the lead on them, and the race to benefit from engagement in social media is no exception.

2. Identify the key digital influencers in your space, and the hidden successes in your company

Sometimes, organizations don’t move forward because they don’t know where to start. In social media, management may be aware of platforms like Twitter and Facebook as factors in their personal lives, yet have no idea how those two platforms - and the much larger online ecosystem - influences their customers, employees and other stakeholders. Without knowing where to target their attention or their resources, they end up doing nothing.

They may also be relatively unaware of the small, experimental efforts already underway within their organization.

The fix? Do a thorough audit of the “digital ecosystem” in which your company operates, together with a careful look inside the company to see where social media activity already is (or isn’t) underway. Find opportunities to create small success stories, and make the people who have achieved them champions (and trainers) who can help bring other, less adventurous, units up to speed.

Don’t be surprised if some of your best success stories come from tired, mainstay brands that are willing to take some risks to rejuvenate their image. Think about how P&G stalwart “Old Spice” shook up its category with the “I’m on a horse” video that went viral.

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PulsePoint Group

Marketing Diagnostics in the Digital Age - Michael Gale

PulsePoint Group
June 24th, 2011

Marketing Diagnostics in the Digital Age

The reality is that most B2B and many B2C companies are increasingly moving to more integrated digital models. Those that choose to be more focused on that migration, with an active focus on digital and social media engagement, are winning. They are winning because they understand the best practices for journey mapping, marketing score carding, and especially a focus on the world-class enablement of their teams. Digital and social media enables the best brands to integrate content journeys and messaging hierarchies in powerful and effective ways.

Companies, like people, often can tell that something is wrong, but they aren’t sure about the diagnosis. And without a good diagnosis, a business can spend a lot of money trying to cure a disease it doesn’t have - while the disease it does have continues to erode its health.

Our audit and “scorecarding” tools have proved highly effective in identifying hidden problems in communications and marketing, and in paving the way for effective solutions, turning decline or stagnation into growth and profitability.

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Jeff Hunt

When Collaboration Stifles Innovation

Jeff Hunt
June 10th, 2011

“A camel is a horse designed by a committee,” so the saying goes.

And while we’ve all suffered through too many committee meetings, we know that most of the time, collaboration is a good thing, producing a better product and speedier results.

But not always. Sometimes, a corporate culture that values collaboration can, overtime, evolve into a cumbersome, process-bound monster that devours innovation and crushes entrepreneurial spirit.

Are you confident that you know whether your organization is producing camels or horses?

horses

Right now, it’s especially important that you do. Social media, advanced video conference technology and other online tools are taking the culture of collaboration - which took root in the 1980s as American companies emulated Japan’s “quality circles” - to a whole new level. On top of that, at a time of economic uncertainly, many middle managers in large organizations are especially insecure about their jobs, and may be inserting themselves unnecessarily into projects in ways that don’t add value, slow them down, and prevent the company from acting rapidly even when it is essential.

How can you tell whether your organization has a little too much togetherness?

• Take a look at the output of your creative efforts. Are you producing horses or camels? If what comes out of projects consistently looks different from what you expected, it’s a red flag.

• Do documents that should flow instead read like they were written in multiple styles by lots of different people? It’s probably because they were. Every document needs an editor, but not every document needs 10 reviewers. “Track changes” makes meddling too easy, and you may need to tell people to resist the temptation.

• Are you experiencing mission creep? Do projects lose their focus and broaden their scope over time? Involving too many people with too many different agendas may be a reason.

• Take a look at lengthy distribution lists for your emails, conference calls, and meetings. Do you really need all those people to be involved? Will each add net value?

• Are you dissatisfied with the flow of new ideas or with the amount of initiative you see among your people? If so, consider whether they have just become discouraged by the bureaucracy that smothers their initiative. Ask the most creative people in the company what they think about this.

Camels have their place. But most businesses today need to produce thoroughbreds to stay competitive. Make sure yours is one of them.

Paul Walker

“Listening” Is An Area Ripe For Innovation

Paul Walker
May 31st, 2011

We recently took on a unique assignment: 24/7, global monitoring and reporting for 10 days around a mega announcement in the mobile industry.

We had developed the social media game plan for the announcement, and the CEO and our client believed effective listening was critical to success. Of course, they were right. Since the assignment was coming from the corner office, we didn’t hesitate to say “yes.”

We set up a Listening Command Center in Austin for the global announcement to deliver two reports daily and alerts, as appropriate. We submitted our first report to the CEO and his team and the response was immediate and positive and contained a new request: “We need this every three hours for the next ten days.” After our team leader picked herself off the floor, we reorganized ourselves and delivered a flash report every three hours. The CEO used our insights masterfully, adapting his messages and presentations in near real-time based on the hot topics, questions and sentiment of the online conversation.

Computer class

The project gave us a good taste of the future: 24/7, real-time listening to inform dynamic strategies. A few leading companies like Dell and Pepsi set-up command centers to manage listening for customer service and early warning on emerging online issues, but few companies are using real-time insights to rapidly adjust marketing and communications strategies.

Our process was solid. We had four top-notch analysts working around the clock - so our people were solid. Our technology? Not so much. Radian 6 worked well. We had to complement the tool with Google Reader to get the job done. The project proved once again to us that today effective listening is about having the right people and process in place. Current monitoring tools are secondary and often have to be second-guessed or double-checked for accuracy.

In the next 12 months technology is positioned to do more of the heavy lifting. There are some products in academic labs and start-ups utilizing approaches like Latent Semantic Analysis (LSA), an advanced form of statistical language modeling, to data mine large amounts of data for “diamonds.” Future tools also will be intelligent and learn about the problems they are being used to solve.

In short, we want to push a button and have technology tell us in near real-time and more accurately what people are talking about online surrounding an announcement or new product or disease or issue. We want a clearer indication of what’s new or different about the conversation.

Then smart analysts can spend their time drilling down on new insights that might make a difference to marketing, communications, product development and other areas of enterprise.

Jesse Jacks

Converting Mobile Location Services into Crowdsourced Value for Businesses

Jesse Jacks
May 24th, 2011

Imagine that you are a global apparel company and you want to know how your new line of shirts are being displayed in department stores across the country. Now, imagine you have your very own nationwide force of “mystery shoppers” that could almost instantly and credibly report back to you. Even include photos. Anywhere. Anytime. Well, that’s exactly what businesses are now able to tap into through a promising new mobile app called Gigwalk.

Gigwalk acts as the middleman for businesses interested in gathering data on everything: prime real-estate locations, the layout of retail store floors, the efficacy of store managers, and the cleanliness of restaurant bathrooms. Anything and everything is a possibility. If you want to know more about how your business is, will, or can fare in a particular space, Gigwalk now makes it possible for you to do so for little cost.

gigwalk

It works like this: imagine your company is looking to gather some information about how your product is being presented in a retail store in relation to your competitors. Gigwalk allows you to post a task requesting answers to questions about the placement of the product, photos of its layout in relation to competitors, and offers a monetary reward for the tasks’ successful completion (typically between $3 to $90, depending on the location and difficulty of the task). An algorithm connects users in the area who might be able to successfully complete the task for the business through a combination of variables such as previously successfully completed tasks (earning you “streetcred”), education level, occupation, age, among others. Users can still explore any task and attempt to complete it, so long as they meet the “streetcred” requirement (have enough experience completing relevant tasks) and any other requirement such as an age limit (typically in place for bars or market research requirements).

Gigwalk’s initial success (it has just announced seed financing of $1.7 million from several VCs) can be chalked up to its unique combination of a number of collaborative and social tools, including mobile location services and crowdsourced collaboration, which in turn lead the app into the gamification realm, effectively allowing users to explore their city and earn real money while doing so. Just signing in and opening the app provides the user with a sense of excitement as they peruse the opportunities to explore and earn in their very own backyard. It’s for this reason its almost impossible to refer to Gigwalk as simply a business helping solve real business problems, though it clearly is, it has the potential to be so much more than that.

The opportunity for a business model such as Gigwalk’s to disrupt several industries clearly exists. The company has just started to scratch the surface of the possible business problems, no matter what size, that can be outsourced and crowdsourced through the use of novel location services and gamification. The most immediate opportunity for corporate offices to utilize the consumer as watchdogs, transmitting instantaneous feedback to HQ to ensure that stores and franchises are in compliance with corporate, but also that consumer brands that pay for product placement in shops are receiving the visibility they pay good money for. The app also promises to cut costs down for civic services such as road repairs, collecting data at intersections and public parks, and surveying land. A quick run through of the “gigs” available in major cities leads one to believe that health and liquor inspectors have already gravitated towards the service.

Gigwalk is onto something that appeals to both users and businesses, where everyone comes out feeling as if they have received something of value having participated directly in the outcome. The potential of the combination of geo-location, gamification, and crowdsourced data collection will surely lead to a plethora of business solutions that we are only beginning to see.

You can learn more about Gigwalk here. This one is a potential gamechanger.

PulsePoint Group

Weekly Pulse: 4/8/11

PulsePoint Group
April 8th, 2011

A recap of last week’s POV posts:

4/6: Google Launches +1 as Part of Social Push: Last week Google launched a new social feature called +1. For searchers with a Google account, they will have the option of clicking the “+1″ button, which is similar to the Facebook “like.” Then, other searchers who are signed into Google will see “+1″ feedback from their connections.

3/24: SXSWi Wrap Up: SXSW is over … and I’m not going to lie, I’m enjoying the decrease in downtown traffic and increase in cell signal. Overall though, I had a blast at SXSWi and was impressed with this year’s line up.

3/16: Web Now Second Only to TV as News Source: For media relations and communications professionals, understanding where target audiences go for news is critical. A new report from the Pew Research Center reveals that for the first time, the web has passed newspapers as the second most popular source of news. It’s second only to television.

Brittany Aguilar

Google Launches +1 as Part of Social Push

Brittany Aguilar
April 6th, 2011

Last week Google launched a new social feature called +1. For searchers with a Google account, they will have the option of clicking the “+1″ button, which is similar to the Facebook “like.” Then, other searchers who are signed into Google will see “+1″ feedback from their connections.

ReadWriteWeb explains Google’s reasoning for the new feature,

“But in the long run, Google says +1 will help users find relevant content, and that’s good news if, indeed, your site delivers. Google also says that ‘as with any new ranking signal, we’ll be starting carefully and learning how those signals affect search quality.’”

+1 Means More Personalization

Google has been working on breaking into the social space in a big way, but I’m not sure this is it. While social media has proven that people value the references and input of their real-life friends, that may not be true when a user is looking for a specific type of content rather than just browsing. Especially, when your friends might not have experience in the category you are searching for.

Ray Grieselhuber of GinzaMetrics says that search results will keep moving toward increased personalization.

“Despite its growing presence in our daily lives, one of the least talked-about, most important trends in online marketing and media today is the expansion of personalization. Within just a few years, internet users are going to expect highly personalized experiences with their brands, videos, games, websites, shopping, and yes, searches.”

Personalization will certainly mean more relevant search results and more relevant marketing strategies overall, but the user-experience of rating search results might be difficult. By the time you realize that a site is helpful for you, you’ve probably already left the search results.

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Renée Francese

SXSWi Wrap Up

Renée Francese
March 24th, 2011

sxsw-interactive-recap1

SXSW is over … and I’m not going to lie, I’m enjoying the decrease in downtown traffic and increase in cell signal. Overall though, I had a blast at SXSWi and was impressed with this year’s line up.

The five days of Interactive were packed with wall-to-wall sessions and inspiring keynotes. The stand out keynote for me was Felicia Day, the creator and star of The Guild. I learned she is a fellow U.T. alum, math major and class valedictorian! Felicia talked about how she harnesses the power of social media to build her show and how others can do the same. She had a quirky way of getting her points across. I think a crowd favorite was  “your campaign should not be a booty call; it’s a long term relationship.” I believe her point here is that you should be engaging fans on an ongoing basis, and not just when you need their money or support.

My favorite session I attended was, “The Future of Storytelling: DEXTER Fans Play Killer.” The panel was made up of the Dexter ARG “alternate reality game,” team. Howard Goldkrand, director of Innovations Modernista!, really honed in on transmedia storytelling, stating “… if done right, creates a sense of community and personal experience.” He also urged the audience to think about content in context. Of course having die-hard fans (literally) didn’t hurt the success of their campaign either!

As my colleague Austin predicted, location-based services was a major topic. I especially enjoyed Foursquare’s Kick Off party at Moltov and all the free swag. A location-based app that generated some buzz was SCVNGR. The app is a real world location-gaming service, which is part game, part new business model for daily deals. The company is hoping to compete with Groupon and Living Social.

Cloud computing was another popular topic, with speakers from VMWare, Salesforce.com and Google all making appearances at sessions. The overall message was that the cloud is an ever-evolving technology, which enables companies in the corporate or start-up phase to gain virtual computing access on the cheap.

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Brittany Aguilar

Web Now Second Only to TV as News Source

Brittany Aguilar
March 16th, 2011

pew-2011-state-of-the-news-media

For media relations and communications professionals, understanding where target audiences go for news is critical. A new report from the Pew Research Center reveals that for the first time, the web has passed newspapers as the second most popular source of news. It’s second only to television.

We’ve been anticipating this milestone, but now that it’s here, it has significant impacts for our industry. Most importantly, this shift makes corporate blogs, Facebook pages and Twitter feeds even more important as official sources of news content from major brands.

News Consumers Are Turning to the Web

The Pew study explains that the web is a premier source for news,

For the first time, too, more people said they got news from the web than newspapers. The internet now trails only television among American adults as a destination for news, and the trend line shows the gap closing. Financially the tipping point also has come. When the final tally is in, online ad revenue in 2010 is projected to surpass print newspaper ad revenue for the first time. The problem for news is that by far the largest share of that online ad revenue goes to non-news sources, particularly to aggregators.

As aggregators, bloggers and community sites continue to pull in ad revenue, they will add staff and will become top sources for news and opinion online. This means that a solid digital strategy is critical for any communications department. Building relationships with online media - bloggers, influencers, key opinion leaders, Twitter users, Facebook fans and blog commenters - will become the more important than some relationships with traditional media.

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PulsePoint Group

Weekly Pulse: 3/14/11

PulsePoint Group
March 14th, 2011

A recap of last week’s POV posts:

3/11: SXSW: Back to the Future of Digital: It’s that time of year again when our “live music capital of the world” (Austin, TX) decides to multitask and become the temporary epicenter of all things film, music and digital. Being based downtown, we welcome the SXSW visitors to our neighborhood and can’t wait to get out and mingle with some of the best, brightest and most innovative companies in the industry.

3/8: What it’s Like on the Other Side of the Search: I spent many years on the agency side - at Burson-Marsteller, Ketchum, and GCI Group - pitching business and always wondering what it would be like on the other side of the table. Now I know. My firm doesn’t do a lot of agency search for our clients, but occasionally we’re asked to help out. Coincidentally, we’ve been involved in a few situations just since the beginning of the year. The process is enlightening. Here are some lessons learned that agencies would be well advised to consider.

3/7: Where Strategy and Implementation Meet: Achieving Buy-In: Time Inc. CEO Jack Griffin was recently ousted after less than six months on the job. An agent of change within the organization, his approach to overhauling the ailing media organization clearly didn’t mesh with what his organization was ready for. Griffin’s demise reminds me of the stellar job Louis Gerstner did when faced with a struggling IBM in the early 1990’s. One of the greatest examples of a change agent succeeding, Gerstner was responsible for changing the entire direction of an organization that until he took over was looking to break up its business into smaller units and dissolve others. Today, IBM is a singular technology services powerhouse thanks to Gerstner’s strategic vision and ability to guide the company through a massive change in culture.

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