Karma

This summer has seen its share of communication blunders and, as we head into August, we are starting to see the consequences. Tony Hayward has been removed as CEO in light of his poor handling of the oil spill. Maybe that yacht race at the height of the crisis wasn't such a good idea? Apple said it would provide iPhone 4 customers with free cases to improve reception issues that happen when the phone is held in a certain way. General Stanley McChrystal is retiring from the US Army after he was relieved of command of NATO forces in Afghanistan by President Obama, following blatantly disrespectful comments made to Rolling Stone magazine. Laurent Blanc, the new coach of the French national soccer team, announced that none of the players who went on strike at the World Cup in South Africa would play in the next match and that future selections would be based not only on talent but on a strong sense of teamwork, as well. The lesson in all of this is that what you say and do and how it is portrayed in the media and online has a tremendous impact on companies and careers. Tony Hayward didn't cause the oil spill but the problem was his to solve. Instead of showing leadership and providing clear, regular and honest communication, he was portrayed as not wanting to deal with the problem by saying he wanted his life back, minimizing the problem by not providing accurate information on the size of the disaster and not caring by going to yacht race at the height of the crisis. Likewise, Steve Jobs probably didn't design the finicky antenna for the iPhone 4 but he did tout its engineering at the launch press conference. Instead of blaming customers for holding the iPhone the wrong way he should have said right off the bat that the iPhone 4 didn't live up to Apple's high quality standards and that they would find a solution. Instead of a story that persisted for a period of time and tarnished Apple's otherwise sterling reputation, it would have been a one day story that might have actually strengthened their image as a company that can do no wrong. General McChystal should have had media training and a thorough briefing prior to letting a Rolling Stone reporter follow his entourage for a month. If he had done so, he would not have made such rookie mistakes. The problem is that most CEOs or, for that matter, Generals and professional athletes, don't understand the importance of communication and, as a result, don't solicit much input from their communications department or agency. If they had, they would have probably reacted differently.

Cluelessness seems to be a global epidemic

What do BP, the French national soccer team and General Stanley McChrystal have in common? Answer -- an almost unbelievable lack of awareness about the power of the press. To sum up this week's blunders:

• a General was fired, or should I say resigned after he and his aides were quoted talking smack about their colleagues and higher-ups in the chain of command;

• the French Minister for Sports said the national soccer team, "tarnished the image of France" following their their first-round exit from the World Cup. During the tournament the media reported on much more than their poor play -- Nicolas Anelka, the striker, made headlines by cussing out the coach. He was kicked off the team which was followed by his teammates boycotting practice and the team captain almost coming to blows with a trainer -- all while the cameras were rolling.

• BP's CEO, Tony Hayward, went sailing while his company's offshore well continued to spew oil into the Gulf of Mexico.

Cluelessness seems to be a global phenomenon with an American General, a French soccer team and a British CEO all providing fodder for the news media. Haven't any of these folks had any media training? It certainly wouldn't seem so. If General McChrystal had, he would have known that his comments would wind up in print. If the French team had, they would have known that letting intra-team disputes become public they would all look like spoiled brats. If Tony Hayward had, he would have known that going off sailing during his company's biggest ever crisis was not a savvy PR move. When the rich and powerful do unbelievably stupid things, it makes us mad. And, with social media we can easily share the stories that made us mad and soon, the story is everywhere. This often results in action being taken -- a general resigning, sponsors abandoning French football players and a CEO... well I guess we will just have to wait and see.

Social and Collaborative Applications are Working Their Way into Enterprise 2.0

The Enterprise 2.0 Conference is taking place through Thursday of this week at the Westin Boston Waterfront Hotel in the scenic Seaport District of the city.  As you probably guessed from the conference name, the focus of this tidy expo is collaborative technologies, Web 2.0 solutions, designed specifically to enable enterprises to become more efficient, productive and innovative.

Steve Wylie, the conference GM (you'll find tweets from the show at #e2conf), points out that while businesses are taking advantage of game changers like cloud computing and data center virtualization, applications that exploit these infrastructure technologies have lagged the application advances being made in the consumer market.

That's what e2conf is all about: examining and showcasing the latest developments in enterprise-class social and collaborative applications. And there's no shortage of talent at the expo.  Today I had the opportunity to spend a few hours listening to the keynotes, kicking tires on the show floor and asking a few questions of the software developers who were there.

As you might suspect, most of the exhibitors on hand are smallish, privately held software companies.  The big guys were there too, including Novell, IBM and Cisco.  But the vast majority are innovative, emerging companies developing very exciting social and collaborative solutions for business.

In one day it's impossible to get a close look at all the companies there, but I was able to take a look at quite a few.  From what I saw and heard, these three are my picks for the coolest companies at this year's e2conf:

• Doodle, in their own words, "makes scheduling virtually effortless."  Using Doodle, scheduling a meeting with busy coworkers is as easy as creating a poll, casting a vote for the preferred date and time, and informing participants of the outcome.  Doodle was founded in 2008 in Zurich, Switzerland and has about 10 employees.  And I love the name.  Do you Doodle?

• At the other end of the emerging company spectrum is Jive Software, a well-funded, well-established company with more than 2,500 customers (they claim).    Jive Software, now based in Palo Alto, Calif., (the firm was started in Portland, Ore.), is eyeing an IPO in 2011 and is led by industry veteran Tony Zingale, who led the sale of Mercury Interactive to HP four years ago.  I saw Zingale's keynote earlier today and he still turns it on.  Jive Software is partnering with heavyweights like Google and Twitter and looks to be well on its way to building an enterprise 2.0 company with staying power.

• I'd be remiss if I didn't mention Baydin, a San Francisco-based company and winner of today's "Launch Pad People's Choice," a fun text message-based audience-participation contest pitting four newish companies against each other.  Baydin has an "Unsearch" product that's built into Outlook and hunts down or "automatically discovers" in your email, documents and colleagues who could help you with any given project.  I love this:  at Baydin, they talk about "the future of search...is not having to search."

I apologize for leaving out so many other cool companies and I'm already looking forward to the next edition.

Time to Cut Through the Cloud Computing Mania

Every few years a new idea representing a fundamental shift in how a task is accomplished or how a certain category of problem is solved, is introduced. Today, in marketing communications this fundamental shift is represented by social media. Social media has turned marketing communications on its head. Communications agencies everywhere are running hard and fast to stay ahead of the opportunities that the new social media channels present. For most agencies, staying ahead of what's new in social media is like drinking from a fire hose. It's exhilarating and exhausting at the same time. But mostly, it's exhilarating.

Today, in the world of technology this fundamental shift is represented by cloud computing. Cloud computing is the big new idea for how companies access, pay for and deploy technology -- from applications, to infrastructure, to computer power, etc.

Cloud computing is turning the technology world, and the business of technology, on its head.

Cloud computing, to me, is the single most exciting thing happening in technology today. Staying ahead of the cloud computing advancements being announced on a daily basis is also exhilarating and exhausting. But mostly exhilarating, if you're a cloud computing bigot like me.

Yes, the advancements in the mobile technology segment are electric. It's a segment that is growing faster than any other and is more imaginative and lucrative than most. And let's not forget the advancements and opportunities that are ongoing in the more established segments that include enterprise IT and semiconductor manufacturing.

But what these technology segments all have in common is the cloud. Whether it's a mobile technology company selling to other businesses or directly to consumers or both, or a global B2B enterprise IT solutions provider or a manufacturer of semiconductor components, they are retrofitting their existing offerings to leverage a cloud computing environment or they are developing new solutions optimized specifically for the cloud.

Some have referred to the cloud computing market as the "Wild West" or another gold rush on the heels of many before it, like the Internet gold rush of the mid-to-late 90's and the networked multitasking operating systems shoot out of the late 80's and early 90's.

At 3Point, we write a lot about cloud computing because we believe that cloud computing represents a broad transformation of the information technology industry. It's a seismic shift in technology and business, like the Internet was 15 years ago. Heck, local small circulation daily newspapers are even mentioning cloud computing on their business pages.

Cloud computing will be around long after many of the companies who are betting the farm on cloud computing will be around. I'm not talking about the big players, like Salesforce.com and Oracle and Microsoft, but the outcrop of new companies who are building their businesses on the cloud computing mania.

The companies that will survive, I believe, will be the ones who battle test their offerings -- of course. But they will also be the companies who communicate most effectively through the hype. They will be the companies who will communicate new ideas that break through the clutter. They will be the companies who educate their markets rather than hype the news. They will be the companies that start with a strong point of view and find ways to take a different perspective. They will be the companies who exploit the new social media channels appropriately and intelligently and not just because it's new and cool.

In the next few weeks, we'll be writing more about cloud computing marketing communications and how cloud computing companies can put social media to work for them.

In the meantime, I'd love to hear your ideas or examples of how you're using social media to cut through the cloud computing hype.

P&G Visits The Valley

The convergence of technology, media and marketing has been happening for some time with many brands experimenting with all manner of digital mechanisms to reach audiences and illuminate their brands. It is not often that we are privy to the inner thoughts of the industry marketing leaders.

This week, however, word came that Procter & Gamble, the venerable leader in all things consumer marketing has established a presence in Silicon Valley to get closer to the rapid innovation and emerging technologies. VentureBlog and others attended a P&G briefing at which P&G had some interesting impressions of Twitter (“it is best for one to many communications that are short bursts of timely information” but “it is not particularly relevant to what they are doing on the brand building and advertising side”) and Facebook (“a must-have for digital advertising and brand building”).

P&G’s revelation that it is taking social media so seriously is all the more striking in the context that only a year ago a senior P&G executive was quoted at a conference deriding social media’s impact as a marketing tool, saying among other things "What in heaven's name made you think you could monetize the real estate in which somebody is breaking up with their girlfriend?"

Of course, many questions persist including whether all P&G brands are right for social media, an essential question for a successful social media strategy. P&G didn’t comment on its specific brand plans but a quick look at Facebook reveals P&G brand Pringles has nearly 2.5 million more fans than Old Spice.

While P&G has declined to quantify its investment in Facebook activities it is clear that even the world’s leading global brands have noticed and are taking the potential social media seriously. Hopefully P&G’s investment in its digital adventure will pay off with more innovation in the Valley and among marketers. The enhanced visibility of the benefits and of measurable results will create further acceptance of these emerging technologies within the marketing mix and a new appreciation for the merits of an integrated approach to marketing.

Social media is here to stay (at least until the next big thing comes our way), so brands of all sizes might as well join the conversation.

You Can't Manage What You Don't Measure

With so much of the social media focus on metrics, it’s startling that few marketing organizations and their PR agencies have the internal resources at hand to measure their social media success. The inability of companies engaged in interactive social media marketing to measure in-house the business impact of their campaigns is putting the cart before the horse.

You can’t manage what you don’t measure.

“..how can a company claim to judge social media on a particular success metric like brand awareness or customer engagement with no ability to actually measure that metric? Do companies think they should measure the impact of social media on brand and engagement metrics but never get around to doing so?” These questions and others like it were raised by Business.com in its recent report, “Business Social Media Benchmarking Study”. Sixty-five per cent of the survey participants, many of them senior executives, said they have the ability to see the impact of their social media programs using web site traffic as a metric. And 55% said they have a view into the success of their social media programs using “prospect lead volume” and “useful product feedback” as metrics. But at the bottom of the scale, less than 35 percent of respondents using “awareness” and “reputation” as brand metrics say they can measure the impact of their social media campaigns.

Certainly, there’s no shortage of social media measurement resources – from home-grown to “one size fits all” to elaborate customized solutions. Among the challenges associated with social media metrics is identifying the appropriate resources to take on the task. Large organizations have only recently begun adding the staffing power necessary to measure their social media efforts, while smaller organizations either don’t do it – or don’t do it well – or delegate the responsibility to their PR agency who in turn often delegate the task to an outside “specialist” firm.

Marshall Sponder, founder of Webmetricsguru.com, an industry blog about web analytics, social media and search marketing, says that clients are beginning to insist that their PR firms bring the social media measurement capabilities in house; that partner-based measurement models don’t work well enough.

At 3Point Communications, measurement is a cornerstone of the communications process. Metrics help clients to better understand their customers’ goals and enable more effective interactive communications results – offline and online. While we may use proven third-party tools when appropriate, such as biz360, 3Point’s measurement capabilities are in house. That’s where we think they belong. How else are we different? We provide all the backup data and charts of a standard analytics report but we also analyze the information to present concrete action-oriented recommendations. We can do this because of 3Point’s unique combination of digital experience, analytics skills and business focus.

How are your social media programs being measured? Are you happy with the results? We'd love to hear from you.

Rational Social Media

2009 was certainly the year social media took hold as a significant tool for marketers, and with the start of a new year, many “experts” are again trumpeting the merits of social media and forecasting the demise of traditional media and traditional public relations.

It seems everyone is talking about social media and discussing what services and tools to use, how to use them, why you should use them, etc. In fact, if you listened to all the advice out there, you would probably think that no matter who you are, whether an individual wanting to build a personal brand, or a large multinational corporation intent on communicating with customers, you should be using social media.

Fortunately, despite the fervor over social media, some sanity is beginning to show with rational thought – is social media really the most appropriate or best course of action? B2B Magazine for example, lists various reasons “When To Avoid Social Media.”

At 3Point, as excited as we are by the ongoing evolution of media and the availability of the many new channels of communications, we take the stance that social media is but one of the many tools available to engage, educate, empower and enrapture audiences. Marketers have always diligently planned advertising and public relations campaigns, picking the media in which to best present the latest and greatest to homemakers, Moms or avid golfers. This has not changed in the age of social media. The same due diligence is required to ensure a social media campaign meets the same criteria.

It is important not to lose sight of what is really important – are the communications activities achieving meaningful business objectives such as increasing sales and enhancing shareholder value. Just ad hoc Tweeting of opinion or establishing a generic corporate Facebook page will likely fail to achieve a meaningful response.

Here are some questions that need to be asked before any social media is applied:
· Who are we hoping to connect with?
· Is social media the best way to reach this audience?
· What kind of information is interesting to them?
· What other marketing and communications activities are planned and how does social
media integrate with them?
· What will be different in 3, 6, 12 months as a result of our social media efforts?
· What might go wrong? What expectations might people have of us?

With rational planning and measureable objectives in place, social media can be truly effective. Without, it can cause a company to waste time and resources, or worse still, actually cause harm to the company. Social media certainly can be beneficial; the real question is to what degree should it be deployed in the support of your other marketing efforts.

Asia Social Media Evolution

The social media phenomenon is very much global with populations worldwide using technology to communicate and build communities. Marketers are faced with evolving variances from market to market as audiences gravitate to media channels most effective at providing the content they need and want. The challenge to marketers is determining the best communications channel to reach any particular audience to ensure the message is accessible and in the best context. Nowhere is this more so than Asia, with its vast variety of peoples, languages and cultures and a dynamic social media scene.To provide those interested in Asia a guide to the current state of digital marketing, the Asia Digital Marketing Association offers a free 2009 Yearbook , providing an indispensable resource in understanding the regions emerging social media scene.For marketers trying to grasp the regional differences in the use of digital marketing techniques, the 80-page Yearbook is full of facts and figures such as these summarized by ADMA Chairman, David Ketchum, whose day job is as CEO of leading regional consultancy UpstreamAsia.“Facebook, Twitter, Friendster, Bebo, MySpace and LinkedIn have built large-scale user bases in Asia Pacific but these global players don't dominate in every market. New patterns of usage and local behavior are emerging across the region, with clear distinctions from country to country where consumers spend time online, and how they behave.”China is number one in search, with 12.8 million searches performed in a month by nearly 150,000 searchers - that's 85 searches per searcher. Japan is the second largest search market, with 5.9 million searchers. However, Korea's searchers are most prolific, with 109 searches per searcher, Singapore not far behind with 106. Mobile continues to gain, both as a text messaging and voice call channel, but also for Internet access. Asia Pacific (ex Japan) has 97.6 million mobile online gamers, and 50% of them are in in China. There is 60% mobile phone penetration in the Philippines. Filipinos send the highest number of SMS messages per subscriber in the world. Mobile site page views grew 1120% YOY. 2008 Asia Pacificwide mobile data revenues topped US$65 billion, and an estimated 473 million handsets were sold.”Clearly 2009 presents an opportunity for marketers to explore and create new methods of interacting with their customers globally, along with the challenge of navigating the local dynamics of each individual market. By doing their homework and utilizing these evolving methods, marketers have the opportunity to deliver well thought out messages in ways that resonate most with their customers. The ADMA 2009 Yearbook is a great place to start.

What Really Matters in Business

Sep/21/09 08:50 While the promise of social media continues to create a frenzy, a growing number of industry thought leaders are sorting out the proper place in the marketing food chain for this exciting new form of communications. There is no doubt social media represents new and varied opportunities for brands to engage their customers. Those among us with a bit of gray in our hair recall that it isn’t the media itself that makes the story. Our friend Ted Simon posits that this discussion is too tactical in nature as media, social or traditional, are merely channels, and that the real discussion and value is in defining the message or story and ensuring it drives business objectives. Communications is best when it tells a story and that story reflects a brand’s true attributes and supports its business objectives as opposed to frivolous, ad hoc messages haphazardly distributed with the hope that they reach a friendly ear. The executive suite still assesses business not by the number of followers the company has, but by valuation, sales, revenue and operating income. It is crucial that communications support these metrics. Measuring by followers, media clips, impressions and press releases falls far short since they are all calculations of activity not bottom line impact. It is important to take an agnostic approach to media, evaluating the merits of all media channels and tools based on their ability to deliver the right message to the right audiences in the right context to achieve business goals. Social and traditional media intersect and interact, each contributing to the other. Marketers are wise to recognize this interdependence and embrace both, evaluating the efficacy of specific channels of communication as it relates to the business needs of the brand.