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BlogHer Recap: Day Two

Published

Dawn

on April 4, 2008

in blogher

. 0 Comments

Here are a few nuggets of information that people have been talking about at BlogHer Business.

It is important to be a real person with a real personality when working with online communities. You have to be authentic, and in order to do that your personality has to come through and you become the face of the company for that community. You represent the company, but you also represent yourself, and it’s important to maintain your personal credibility.

People’s identities can get too wrapped up in their company, especially when it is a startup, to the point where their online identity is entirely based on their job at one company. What happens when they need to move on to the next thing? Will they be perceived as credible on their own merits?

Human part of blogging is that people will make mistakes. The biggest way to overcome an issue is to be transparent, honest, and admit mistakes. People will be more forgiving if you are transparent and honest. Allowing negative comments can also increase your credibility. People will say negative things about your product or your blog whether they say them on your site or their blogs. The way that you respond to the negative comments can help you rather than hurt. If you delete the negative comments, people will find out, and you (or your company) will look bad when people find out that you delete opinions that you don’t agree with. Delete the spam and discriminatory comments, but leave the objections as an opportunity to respond and engage in the conversation.

It is amazing how many senior managers at very large companies are not aware of what people are saying about their brands online on blogs and other sites. More people are becoming aware of what people are saying, but it doesn’t always make its way to the top.

Companies who want to blog need to either have time or money to dedicate to the effort. You need to have someone to manage the content, keep track of comments, respond to feedback, etc. Either you have to devote someone’s time to it or you need to pay someone to do it for you.

In social media, figure out success indicators & how you are going to measure them before you do anything. If you don’t, they can change the game on you halfway through. Focus only on a few basic metrics ~3 things. Pick the most important ones to measure success, especially in the beginning. Then start looking at other metrics to figure out where and how to improve.

It’s all about the content. Write really compelling content before worrying about stats, digg, whatever.

Yahoo’s new Shine site for women. Hugely unpopular with the women here. One panelist referred to it as like a car wreck on the side road that is terrible, but you can’t help but take a look on your way by. Women don’t want to feel like they are being targeted to as just women/

Print is being funded by dumb marketing dollars right now, and the move is shifting to searchable content online. Make it easy for people to find the information they are need quickly. Trend is also moving toward video. This doesn’t mean that you want to have everything as video. You want to have video as an option along with written content. This gives people a choice of how they want to receive the information: written or video.

Many others have been blogging about the event in much greater detail for anyone who wants more information.

Social Strategies for Revolutionaries Session at sxsw

Published

Dawn

on March 9, 2008

in sxsw

. 1 Comment

Social Strategies for Revolutionaries was Charlene Li’s presentation to a full audience in one of the big rooms at sxsw. She will also be posting the slides on SlideShare after the presentation, so this post just covers a few of her key highlights.

There have been a few social revolutionaries driving campaigns like reviving Jericho with peanut shipments. This is a groundswell, a social trend where people get information from each other (also the name of her upcoming book).

Four-step approach to groundswell:

People - assess customers social activities.
Objectives - what are you trying to accomplish
Strategy - Plan for how you will get there
Technology - decide which technologies to use after you figure out the above 3 points

Age is a major driver of participation. Participation in social networks tends to drop off as you look at older populations, since much of the content isn’t geared to older people on social networks, but this is gradually changing.

Blendtec has increased sales dramatically from the viral nature of the “will it blend” videos on YouTube. Ernst & Young is successfully using Facebook to recruit college students, not by using it as a marketing tool, but by having conversations with students and answering questions at the executive level. She also used Josh Bancroft as an example of someone who made something happen inside a big company using social software (wiki) to create Intelpedia under the radar of the executives (bonus points for a little Portland geek cred)

Find and support your revolutionaries within your organization, and let those people use their passion to make the company better, but this involves education for executives to help them understand what is happening and why. You also need to make it safer to fail for the people who are driving these initiatives. It also helps to start small, but think big and iterate to make corrections and adjustments as you figure out what works and what doesn’t. The social strategy also needs to be the responsibility of every employee and not just one person or group. These transitions and cultural changes take time. It can’t happen overnight and requires a great deal of patience.

Corporate Blogging Tips

Published

Dawn

on February 23, 2008

in blogging

. 0 Comments

I recently wrote a fairly lengthy post about Social Media and Social Networking Best Practices for Business, which talked about corporate blogging. While I was writing it, I kept thinking of many more tips for creating successful corporate blogging strategies, but you can only fit so much into one post. I thought it would be good to do a follow-up post to elaborate on corporate blogging. I wrote a similar post, Corporate Blogging 101, in October of 2006, during my time at Intel, but many things have changed since then, so I thought that I would talk about it again now.

I think we are finally moving past the era where people thought of blogs as a consumer phenomenon, where discussions focused on kids, pets, weekend excursions, and other personal topics rather than serious corporate content. Now most companies are past the question of should we blog and on to the discussion of how to write more effective corporate blogs.

Guiding Principles

If you haven’t already read my Social Media and Social Networking Best Practices for Business post, you should take a short break now to go back and read it. Specifically, I covered these guiding principles, which apply not just to blogging, but to other forms of social media as well:

Be sincere
Focus on the individuals
Not all about you
Be part of the community
Everyone’s a peer

Each of these 5 guiding principles has already been described in detail in my other post, so I won’t spend much more time on them here, but they are important for corporate bloggers to keep in mind.

Strategy and Vision

Blogs are still just another piece of the corporate communications puzzle (although an increasingly important piece), so spending some quality time thinking about what you want to achieve with your overall communication strategy and how blogging fits into that strategy is a good place for companies to start. You don’t want to use your blog to just pimp your products or talk about press releases. A blog can be used for so much more. Think about the areas where you want to lead the industry and the topics that you want people to think about when they think of your company. Use your blog to become a thought leader in the industry by sharing your expertise on those broad topics that are important and relevant to your company.

Think about who should be blogging on your corporate blog. It is easy to pick your top 5 executives, and give them access to the blog. In some cases, they might be the perfect people, but they aren’t always the best choice when it comes to accomplishing your goals for the blog. Go back to your discussion about your strategy for the blog and the topics that you want people to think about when they think of your company or your products. Who in your company has expertise in those areas? Do you have someone with great ideas? Are there any evangelists or other employees passionate about those topics? If so, recruit those people to contribute to your blogs. Someone passionate and smart, but outside of the senior management ranks probably has more time to spend on the blog and might just come up with some innovative and interesting ideas.

You should also branch out a little into the realm of unofficial / personal blogs. Encourage your employees to have their own blogs where they talk about their areas of expertise. I frequently blog on various Jive blogs (Jivespace developer community blogs or our corporate Jive Talks blog), but I also blog here on Fast Wonder on various topics related to social media, online communities, and other technology topics. Having a personal blog has a number of benefits, including giving us an excuse to learn and research new ideas. Quite a few Jive employees have similar blogs, and I like to believe that some people think that we have interesting things to say, and Jive benefits from having smart people discussing their expertise outside of official work channels. There is also a caution to go along with this. You don’t want to create a personal blog that is too focused on your company. If all you talk about is your company and you cover all of the same topics as your official blog, it just looks forced and insincere. You need to branch out and cover additional topics; show that you are a real person and not just a corporate shill.

Making it Happen

After the initial excitement wears off, it is easy for companies to neglect the corporate blog. We just forget to blog, and before long, no one has posted in a month (or two or three …) In some companies this isn’t a problem. If you already have a bunch of prolific bloggers neglect may not be an issue, but for the rest of you, and you know who you are, it really helps to have someone “in charge” of the blog. This person isn’t responsible for writing all of the content, but they can responsible for herding and nagging in addition to making sure that some specific strategic topics are being addressed on the blog. Justin Kistner has recently been helping Jive by providing this service for us for Jive Talks (in addition to many other things), and I do this for our Jivespace developer blogs. The role is part strategist and part mother hen (it isn’t all that different from managing communities), so you have to find someone who can think strategically about your industry and the right topics while they follow up obsessively to make sure people are actually posting to the blog.

The Other Details

Blogroll. While the content of the posts is the most important part of the blog, do not neglect the other little details that can make a difference. Make sure your blog contains a blogroll linking to other bloggers you respect; not to have one is really bad form (refer back to the guidelines: Not all about you). Link to the people that you read, the other thought leaders in your industry, and other blogs that your employees write in your blogroll. This goes for your personal / unofficial blogs, too. All blogs should have one, and if you don’t want to put it in a sidebar, you can create a separate page devoted to your blogroll.

Sidebars. Spend some quality time thinking about your sidebars. Add items that make it easy for people to find older content on your blog: search, tag cloud, recent posts, popular posts, etc. Don’t forget to include links back to other key parts of your website including information about products, press releases or other news, and events where people can find you. Include some fun stuff in the sidebar, too (Flickr photos, twitter posts, etc.) Don’t let your sidebars get too cluttered, but do make sure that you include helpful, relevant, and interesting content in them.

Analytics. You will want to know how many people read your blog, and exactly what they are most interested in reading. Make sure that you install some kind of analytics package; for example, Google Analytics is free and easy to embed. This will tell you where your visitors came from and which posts they are reading. You can use this information to determine what people are most interested in. Don’t forget to also pay attention to your RSS feeds for those people seeing your content in RSS readers. Do not use your blogging tool’s default RSS feeds as your primary blog feeds. Always run them through a service that provides more information and statistics about who is reading your blog. Feedburner is a great (and free) tool to get more information about the people subscribing to your feeds.

Hopefully, these tips will help a few people make their corporate blogs even better. Keep in mind that you will make mistakes along the way. Learn from them, keep writing, and continue to make incremental improvements.

Corporate blogging is a complex topic, and there will never be one magic formula that applies to all companies. Based on my experience, these seem to be some of the most relevant tips, but I’ve probably missed a few things. What are your corporate blogging tips?

Related Fast Wonder Blog posts:

Starter Kit: Social Media and Social Networking Best Practices for Business

Published

Dawn

on February 9, 2008

in social networking

. 9 Comments

Recently, I’ve seen a number of companies struggling with how to get more savvy about social media and social networking, and a few have jumped in to participate, but not in a way that is productive. According to Jeremiah Owyang at Forrester, participating effectively in social media may be even more important in times of recession. In the spirit of helping companies get involved, I thought I would put together a small Starter Kit to help companies get off on the right foot.

Definitions:

I will start with a couple of definitions of what “I” mean by a few of these terms for the context of this article. You can find quite a few definitions of social media and social networking, most of them conflicting. As a result, these are not meant to be definitive industry definitions; they are simply guidelines and starting points to help people understand the basic concepts in the context of this post.

Social Networking: Connecting with a community of people in your network through services like Facebook and Twitter with various methods of online interaction.
Social Media: Online media like blogs, podcasts, videos, and news with a strong participatory element through comments, ratings, or other mechanisms. Social media is generated by the people and for the people with content created by anyone with a voice (average Joes, village idiots, respected journalists, CxOs, …) I will also include the above definition of social networking as a subset of the broader topic of social media throughout the rest of this post.

Guiding Principles:

I wanted to start with some basic guiding principles that should be used to guide social media participation particularly for companies. These should apply to participation in most online social media environments and social networks.

Be Sincere: Sincerity is a critical element; if you aren’t able to be sincere, then social media is probably not the best medium for you. Being sincere in your social communications will increase your credibility, and if you appear to be simply going through the motions, people are unlikely to waste their attention on your messages. Sincerity goes a long way toward believability and credibility.
Focus on the individuals: Participation in online communities and social media should be focused on the individuals, not the corporate entity. For example, it is OK to have group blogs for a company as long as posts are tied to individuals (real people), but you wouldn’t want to have a blog where every post is authored by “company name” or “admin”. People work at companies, but the real connections and networks happen between individuals. Show a little personality and little bit of who you are from a personal standpoint.
Not all about you: Socia media is a conversation, which is by definition two-way. In other words, it isn’t all about you, your company, your products or your agenda. Participation involves listening and participating in the broader community of people. Don’t just expect people to help you; jump in and help other people in areas where you have some expertise. If all you do is pimp your products without adding to the broader conversation, people will lose interest in you pretty quickly.
Be a Part of the Community: Just talking at people isn’t going to cut it in this new social world where the community is critical. You should be a part of the broader community of people with similar interests both online and offline by participating in, but not trying to control the community. Engaging in conversations and when possible actually meeting those people who comment on your content, follow you on Twitter, or friend you on Facebook can go a long way toward making real, lasting connections with people. Attend local meetups, comment on content from people who read your content, engage in online discussion forums, and engage in other places where you can find people from your community of peers.
Everyone’s a Peer: The days of expert speakers who talk at us while we passively absorb the information with little or no opportunity for discussion are gradually disappearing. This is the old media model: unreachable experts are on TV, the radio, and in print. Now, anyone can publish video, audio podcasts, and online writing while commenting on the content produced by others. Granted, not all of it will be professional quality; however, with an open mind, I think you might be surprised at all of the opportunities to learn from others. We each come into a discussion with unique and diverse ideas, and we learn by listening and sharing ideas with our peers aka everyone.

Participate

You don’t need to participate in everything, especially to start. As a matter of fact, I would discourage participating in too many at once. Jump in with one idea to start, try it for a while, learn and build on it. I would recommend starting with Twitter or blogging. After you get a feel for what works and what doesn’t for you, pick and choose a few more that make sense for you.

Blogging: I recommend having both a personal blog and a company blog. I tend to like company group blogs, especially for small companies, where several people from the company regularly blog about various topics related to the company. The key is not to use your corporate blog only to pimp your products or for press releases. You should be talking about your industry and sharing your thoughts on the broader market as a whole in addition to talking about your products. Become a thought leader in your industry through your blog. Likewise, your personal blog shouldn’t be all about your company. It’s fine to talk about your company (the reality is that we spend most of our waking hours at work); however, this is your personal blog. Branch out a little. Talk about your other passions, especially the ones tangentially related to your work. Make sure your blog contains a blogroll linking to other bloggers you respect; not to have one is really bad form (see the above section: Not all about You). You might also be interested in reading a (slightly dated) Corporate Blogging 101 post that I wrote when I was at Intel.
Audio and Video Podcasting: Podcasting is a great way to distribute content that doesn’t fit as well into written form. Audio podcasts are really good for interviews to talk to other experts or to record interesting discussions that happen as part of conference panels. I occasionally do Fast Wonder podcasts as interviews with interesting people doing cool things in communities or as recordings of round table discussions. Video is great for demonstrations or presentations where you want to show people something. Screencasts with voice-overs work particularly well, especially for technical topics or marketing videos. I work with our developers to do screencasts fairly regularly for our Jivespace Developer Community.
Twitter: Twitter is a way to send short format (140 characters) messages to a bunch of people while also reading messages from others. People have mixed reactions to Twitter, but I think that Twitter is only as interesting as the people you follow. If you follow people with interesting things to say, you will probably get more out of the experience. Talk about interesting things (personal and professional), engage in conversations, interact with other people, follow friends and industry luminaries, and have some fun with it. Feel free to talk about your products, link to your blog posts, and talk about what you are working on, but if all you do is pimp your stuff, people are unlikely to follow your posts (again, it is not all about you). Read more about the Beauty of Twitter.
Facebook: You may be noticing a trend here, but I think your Facebook “presence”should be focused on individuals: people within your company, especially your executives, sharing information. Like with Twitter, people should create accounts and share some personal information along with the corporate information. If you want to have a “corporate presence” on Facebook, do it as a group that people can join or a page where people can be a “fan of” your company, not a company profile masquerading as a person.
More: The four ways to participate listed above are what I would consider the basics right now. However, there are many, many more ways to engage with your community: Second Life, discussion boards / community sites, Ning, Flickr, meetups and events, MySpace, Bebo, and more. In short, go to those places that make sense for your company. If the industry thought leaders in your market are participating in a social networking site, it is likely that you should also be engaging in conversations there.

As I said earlier, you don’t necessarily need to do everything. Use your best judgment and participate in ways that make sense for your company.

I think this post is just a starting point. I would love to have your feedback on what you think about it. If people are interested, I might want to put more detail behind it and turn it into a longer article.

Related Fast Wonder Blog posts:

Information Overload, Attention, and RSS

Published

Dawn

on January 8, 2008

in rss, social networking, social productivity and social software

. 3 Comments

Marshall Kirkpatrick wrote a fascinating piece on ReadWriteWeb today about Ten Common Objections to Social Media Adoption and How You Can Respond. Those of you who follow Marshall on Twitter know that he frequently socializes ideas for posts like this one on Twitter as he writes the article getting real-time feedback on ideas. This one was a particularly interesting discussion to watch as it unfolded. I only wish I hadn’t been quite so slammed today so that I could have paid more attention to it.

I saw what I think is a common theme across a few of the items in Marshall’s list of common objections. Information overload. People increasingly have difficulties managing the stream of information vying for our attention every second of the day. If we participate in social media and the increasing numbers of new online tools, how can we possibly pay attention to all of it? Here are a few items from Marshall’s list of objections that seem to fall into this category:

1. I suffer from information overload already.
2. So much of what’s discussed online is meaningless. These forms of communication are shallow and make us dumber. We have real work to do!
3. I don’t have the time to contribute and moderate, it looks like it takes a lot of time and energy.
9. There are so many tools that are similar, I can’t tell where to invest my time so I don’t use any of it at all.

Quoted from ReadWriteWeb

This is where RSS and other tools that help us manage where we do and do not focus our attention come into play. I agree with some of these objections to a point. Yes, there is information overload; yes, it takes time and energy; yes, some of it is shallow and meaningless; and yes, it can be hard to figure out where to invest your time. However, and this is a big however, it can be easier than many think.

Tools like RSS can really help you prioritize where you focus your attention. I use Netvibes as my RSS reader with topics organized by tab and information organized by how important / credible it is. I have separate tabs for Web 2.0/social media, open source, community, Jive, and a few misc. tabs. Each one has the stuff that I want to pay the most attention to at the top with lower priority feeds near the bottom. It really helps me stay organized and focused on those things that are important to me.

Yahoo Pipes takes this one step further. You can aggregate information from multiple feeds and filter it by keywords and other items to create very specific targeted feeds. I’ve just started playing with Yahoo Pipes, so I hope to have a more detailed analysis on it in a couple of weeks after I’ve had time to explore more of what it can do.

The point is that we all have difficulty managing information overload and our attention stream; however, we can’t let this stop us from exploring new technologies and new ideas. The solution is not to avoid these new tools. Our focus should be on finding ways to better manage this stream of information in a way that increases, not decreases, our productivity.

Related Fast Wonder Blog posts:

Fast Wonder Blog: Consulting, Online Communities, and Social Media