Archive for August, 2009


Social Media Success for the Small and Middle Market

Monday, August 31st, 2009

Gail Nelson
Recently, I read The Cost– And Payoff — Of Investing In Social Media by the freelance writer Lydia Dishman. She reported on how small businesses owners could participate in and benefit from social media. One entrepreneur was quoted as saying, “Previously wasted downtime like sitting in taxis for 20 minutes or standing in a bank line for 10 minutes is now spent on my mobile phone, bouncing between Twitter and Facebook. It’s getting easier and easier, and for branding an entrepreneur, I think it’s golden.”

71918615_14resizeforblog2.jpgOn the other end of the spectrum lie the investments large companies make in social media. If you watch any TV at all, it’s likely you’ve seen BestBuy’s pricey TV ads designed to spread the word about Twelpforce – a cadre of staff providing customer assistance via Twitter.

So what does social media success require? Simply a long commute and a smartphone, or a major restructuring of the business? Of course, the scale and type of effort depends on the size of your organization, its business goals, and other factors, but it’s a question many B2B PR and marketing pros are wrestling with right now. It reminds me a bit of the customer relationship management (CRM) revolution of yore: As with CRM, social media burrows into the heart of company’s interactions with its clients, and like CRM, getting to a winning strategy is a journey.

I’m happy to report that I’ll be participating on the panel of a free Software & Information Industry Association (SIIA) webinar exploring what really works for the “meaty middle” of the market – companies with more than one employee but less than the 10,000+ of an IBM. During Overview of Business Applications of Social Media (part of a webinar series on social media in a B2B setting), I’ll be sharing the BurrellesLuce experience with the social media revolution – our sales, marketing, PR, and customer service goals, our program results, and a word about our clients.

Joining me are some top-notch PR and marketing executives: Angela Lauria, CMO of AppAssure, will present her company’s case study. Jeff Majka, Director of Marketing and Business Development at the national PR firm Strategic Communications Group, will offer insights based on his firm’s work for its portfolio of clients. Guiding the session is Karen Leavitt, CEO of Marketing Fusion. Here’s where to register for the September 8 webinar. Hope to see you there!

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More Twitter 201 Questions and Answers

Friday, August 28th, 2009

twitter-bird-2.pngAttendees of last week’s BurrellesLuce Twitter 201 webinar had a lot of great questions, and time did not allow for Johna Burke and me to answer all of them. So, I thought I would address a few more.

Q: ­How much time do you recommend investing in Twitter?
This is a common question. Time spent on Twitter varies by person and situation. The answer lies in defining your goals. We all find Twitter very helpful and engaging on certain days and other days it may be difficult to tweet at all. During a crisis situation, you will tend to follow the conversations more closely. If you are responsible for ensuring customer service, you at least need to keep an eye on the conversations each day.

Washington Women in Public Relations hosted a Twitter panel this week, and the panelists all agreed that you need to find what works for you. All use tools, like TweetDeck, to organize their followers and alert them of important tweets. Daria Steigman, Steigman Communications, noted many people spend more time on Twitter when they are new to the tool. As part of her Twitter time, Daria likes to greet her followers each morning, and she will pick a few followers each day to greet personally.

Q: ­How do I get “older” folks who are not so active in social media engaged and excited to learn about and use Twitter?
This is another often asked question, and there are two ways to look at it. First of all, if your audience is made up of seniors, and they are not engaged in Twitter, it may not be the right tool for you. I recommend reviewing eMarketer Digital Intelligence’s article on Twitter demographics.

But, if your challenge is gaining acceptance for Twitter with older colleagues and clients, I would start by sharing interesting and useful posts you find on Twitter with them. I find if you sit with them and show them how to use Twitter, they will feel more comfortable and might even get excited. A little knowledge goes a long way: You might consider surveying of your audience to show your colleagues the extent to which your key constituents are using Twitter.

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PR Pitching: Six Must-Read Posts

Wednesday, August 26th, 2009

If you’re in public relations, media relations or a related field, you know that one minor pitching misstep can easily become “the talk of the town” in the blogosphere or on Twitter – putting you or your client in a not-so-flattering light. I’m not going to re-hash recent offenses; nor will I name offenders’ names. (If you’re looking for that sort of thing, head on over to the Bad Pitch Blog.)

71918631_14.jpgInstead, what I want to offer here are some media relations points and posts that I’ve found to be helpful reminders of how to achieve successful media outreach.

  • Jeremy Pepper recently advised: Turn it off and listen. Yes, we’re always supposed to be on – but turn it off, and be a person instead of a pitch machine.” He was referring to attending BlogHer (a trade event) but I think this can be applied to many other situations.
  • In a guest post on Lauren Fernandez’s blog, Stuart Foster begins with “You should never write anything that you wouldn’t feel comfortable yelling as loud as you possibly can in a crowd of people.” He goes on to stress that, “Your outreach will be successful only when you can effectively blend your personality and the client’s brand personality into one and the same.” In other words, you must believe what you’re selling.
  • With regard to business media, Jon Greer writes “… we can’t waste precious time pitching non-stories to over-worked journalists. It means that when we do pitch a story, we need to be ready to provide facts and figures, human interest, quotable quotes, photos, graphics and other sources for the story.” You might consider a multi-media release which incorporates all the information in a nice, tidy package.
  • A few weeks ago @Journalistics‘ Jeremy Porter stated, “Consider doing role-playing on a regular basis…” The post was in reference to interns but I agree with him that it’s not a bad idea for the entire team. You don’t want to sound like a telemarketer.
  • According to a recent post by Linda VandeVrede, “It used to be that you could create a target media list and focus on trade editors, bloggers, journalists, and analysts.  But that was so 2008.” Actually, it may be more like 2007, but in any event, creating that targeted list is only the beginning.
  • On the Sword and the Script blog, it’s summed up that “Queuing up a press release and blasting it out to a list of reporters amounts to nothing more than sloppy and perhaps lazy PR work” which punctuates the previous point’s assertion.

Have more media relations tips or want to point readers to a compelling post or online article on this topic? Please share with us, here at BurrellesLuce, and all of our Fresh Ideas readers.

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What Are Your Top Clients Worth?

Monday, August 24th, 2009

I am always impressed by small business owners and their entrepreneurial spirit. Fortunately, I’ve been very lucky to work closely with many public relations agencies that I believe will be among those to survive as the economy improves.

Recently I spoke to a small agency owner who had just contracted with BurrellesLuce for three monthly Share of Voice (SOV) reports. (To find out more about SOV, read our white paper, “Do Share of Voice Metrics Matter in an Online World?”) He told me he was using the SOV reports as a value-add for his biggest clients. He advised me that he was using them to compare the outcomes of brand and project campaigns his team worked on for various clients.   

When I dug a little bit deeper and talked to him about quantitative reporting (which is what this SOV report consists of) versus more qualitative reporting his response was, “Sometimes a thirty-thousand foot view is enough.” He went on to add, “My team provides other reporting, but this perspective of how we’re doing compared to competitors resonates with clients.”

I asked him how he persuaded his clients to add the service and he scoffed, replying: “There is no extra charge for my clients. This is an agency business expense.” He then revealed how his team further uses the reports – drilling down into competitors’ coverage to identify journalists and bloggers who are not currently covering his clients. This is a classic example of using public relations efforts to show value and hold on to top clients.

Are you taking advantage of everything you can to bring maximum value to your current and prospective client base? Are you downloading free whitepapers, like those provided by BurrellesLuce, and sharing them with your clients? Do you use the resource section of professional associations like PRSA? What are other ways you are leveraging your existing resources?

sov-report-samples-for-whitepaper_abc_page_1.jpg

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Answers to the Two Twitter 201 Questions You Might Have Missed

Friday, August 21st, 2009

istock_000006607900small.jpgYesterday, my colleague Johna Burke and I presented a BurrellesLuce webinar, Twitter 201: Adding Twitter to Your Strategic PR Toolbox. We had an audio issue during the question and answer period. I’d like to address the two questions you might have missed. (If you listen to the replay, you’ll notice a couple of minute-silences. Rest assured, the audio does resume.)

Q: ­As more and more brands develop a presence on Twitter, I think there’s a significant risk users will become overwhelmed by the amount of brands trying to interact with them everyday and will move on to another tool. Do you agree? How far off is this?­

A: There is always a risk we will all move to another tool. I think it may not be a new tool, but a new way of accessing and updating Twitter. BurrellesLuce’s latest newsletter discusses one too, Lifestreaming. Tools come and go, but this should not stop you from using microblogs.

I do agree that some people may become overwhelmed, but they should not have to be. Some of the tools we discussed in the webinar, such as TwitterSnooze and Twalala, can help you manage what you see in your stream. For example, I may want to search to see how Dell is handling an issue or to see if there are any coupons for a new computer. I don’t need to follow Dell all the time, I have a one-time need. Because the company has a presence on Twitter and appeared in my search, they may win my business.

Q: ­How can a non-profit disability organization MOST benefit from Twitter considering we have no PHYSICAL products…except for when we have a partner or affiliate selling something to raise money for us.­

A: You don’t need physical products to use Twitter. You have a great cause and great information to share. I’m sure you have information and messages on disabilities, which are of interest to the public. Do you conduct surveys or share partner information? All of this can be tweeted. My analogy for a non-profit is that Twitter is a way to disseminate public service announcements (PSAs), which educate for the public good. Your PSA will likely have a call to action, such as a link to your website. Treat Twitter the same way, and you will find it will help you sell more for your cause.

Johna and I both appreciate your participation in the webinar, and we hope you will join BurrellesLuce on a future one soon.

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