SEC Fumble: Social Media Ban Revised

By Lynn Eastep on August 19th, 2009 • Industry News, Legal Issues • No comments

The Southeastern Conference (SEC) has been tackled by the very social media channels it has been trying to ban.

What’s Facebook’s Newest Status Update? Users file privacy lawsuit against us :(

By Lynn Eastep on August 18th, 2009 • Identity, Legal Issues, Social Networks • No comments

According to CNET News, a group of Facebook users filed a civil lawsuit Monday that alleges the social-networking site is violating California consumer privacy laws.

What Women Want from Social Networking Sites

By Lynn Eastep on August 18th, 2009 • Behaviors, Studies & Research • No comments

According to the female-oriented social networking site ShesConnected, women who are core social network users expect a lot, according to “The Power of Social Networking For Women Research Study.” Participants in the survey were recruited through several social networks and were encouraged to share it with friends, as reported by eMarketer.

Artificially Inflating Twitter Follower Counts

By Lynn Eastep on August 17th, 2009 • Measurement, Social Networks • No comments

According to Mashable, Twitter has moved to shut down marketers promoting ways to artificially inflate Twitter follower counts.

According a press release issued by uSocial, who markets products like a “$1,000 Twitter followers for $87” package, “Twitter has recently moved to [shut us down], by claiming [we're] ’spamming.’” uSocial takes issue with this claim, saying, “the definition of spam is using electronic messaging to send unsolicited communication and as we don’t use Twitter for this, the claims are false.”

Last week, Mashable received press release from uSocial that not only claimed that the company “sold” Twitter followers, it also highlighted the fact that they ignored a “Cease and Desist” order from social news site Digg for selling votes. Twitter moved swiftly to prevent this company from unethically inflating followers.

While it’s good to know that Twitter is cracking down on shady marketing companies, this also opens up another issue: How far will marketers go to inflate their metrics within the social media space? While those of us who work within social media channels understand that measurement/metrics differ from advertising (e.g., the quality of interactions, engaging with key influencers, sustained conversations over time), many traditional marketers adhere to the antiquated notion that “more is more” when it comes to the number of users. It’s not the number of followers/friends/fans; it’s the meaningful relationships built over time. Social media is a long-term strategy, not a quick fix.

The challenge is to educate traditional marketers to inform them that it’s not quantity that’s important within social media; it’s the quality — that is, communicating with audiences in an authentic, relevant and engaging way over time.

Is Twitter Pointless Babble or A Legitimate Communications Tool?

By Lynn Eastep on August 17th, 2009 • Behaviors, Social Networks, Studies & Research • No comments

With Twitter being the shiny new penny of the social media world, many are eager to find out how people are actually using the microblogging platform.

Pear Analytics, a data analytics company, studied the content of tweets to find out how people are really using Twitter. The Pear Analytics group took 2,000 tweets in English from the public timeline over a time span of two weeks, with 200 tweets captured each half-hour from 11am – 5pm CST daily. They then categorized tweets into six different types: news, spam, self-promotion, pointless babble, conversation, and pass-along value.

The winner? Pointless babble tweets, with over one-third of all studied tweets fitting into the “I’m clipping my toenails” category. Conversational tweets came in a very close second with 37.55 percent. Pass-along value — or RTs — captured third-place with only 8.7 percent, but, interesting enough, spam only accounted for 3.75 percent of all tweets studied.

Other key findings:
- News tweets are heaviest at 2:00pm CST on Tuesdays
- Pass-along value tweets are most frequently seen at 11:30am CST on Mondays
- Spam tweets flow consistently all day, everyday
- Conversational tweets are heaviest on Tuesdays

Gizmodo recently published a blog post “If Only 100 People Were on Twitter”, with data visualization by Dave McCandless. What’s significant is that there are“5 loud mouths” per 100, or 5 percent of the folks who contribute 75 precent of the tweets. What does this mean? A handful of narcissistic people are contributing a significant amount of pointess babble to the Twitterverse.

As Twitter continues to develop, not only as a brand but as a communications platform, it’s likely that the usage trends will also evolve. Hopefully, the largest violaters of pointless babble will stick to Twitter’s inherent 140-character philosophy: Less is more.

What’s Your Social Media Mojo?

By Lynn Eastep on August 14th, 2009 • Fun, Industry News, Tools & Resources • No comments

To launch their new home page, Yahoo! has created a fun word of mouth promotion called “Know Your Mojo” that uses Yahoo uses an algorithm to analyze your tweeting behavior. Once you’ve received the result, you can tweet your result, update your FB status and also receive ideas for new content to add to your personalized Yahoo! homepage.

Ranging from “Name Dropper” to “Wallflower,” the app makes conclusions about your tweeting behavior. So, what about my (lynneastep) social mojo? According to the result, my social mojo is “BFF”: “Your volume of @replies makes you everybody’s best bud.” Accurate? Well, I am pretty friendly if I do say so myself.

Though the “secret algorithm” is facetious (it’s about as scientific as a Cosmo quiz), it’s a fun way to spark word of mouth about their new homepage.

The Use of Social Media in Business

By Ed Lee on August 13th, 2009 • Social Business, com.motion News • No comments

I was asked to be on Business News Network’s show “Headline” last night to talk about the use of social media by businesses.

We were preceded by com.motion’s founder, Keith McArthur (now Senior Director for Social Media and Digital Communications at Rogers Communications) and ING Direct Canada’s CEO, Peter Aceto – check out their piece as well.

Here is the video, featuring Howard Green, Bob Pearson and myself having a great discussion.

The 2009 Gartner Hype Cycle

By Ed Lee on August 12th, 2009 • Emerging Technology, Industry News, Studies & Research • 1 comment

Every year, technology research house, Gartner releases what is known as a “hype cycle” – rating the expectations behind each maturing technology against their usefulness/adoption within business. It shows how technologies move through the initial spurt (technology trigger), through the peak of inflated expectations (can anyone say “Twitter”), through the trough of disillusionment, into to the slope of enlightenment and finally, the plateau of productivity and mainstream adoption.

This year is no different (see the graphic below)and an insightful write-up of the part of this year’s Gartner Hype Cycle which focuses on social media can be found on ReadWriteWeb.

It is interesting to note that Twitter, or more generally speaking “microblogging”, is falling from the peak of inflated expectations and into the trough of disillusionment. It is great to see corporate blogging moving up the slope of enlightenment and is predicted to reach mainstream adoption in “less than two years”. Personally I am surprised to see online video on the downward slope to to the trough of disillusionment and that it is being outstripped by public virtual worlds in the “race” to mainstream adoption.

It is also interesting to see what is moving up the peak of inflated expectations. Augmented reality is a very cool technology which you can see in action below.

Mobile robots sound very cool and Internet TV could make advertising far more interactive and contextually relevant – imagine watching a Liverpool match and being flashed an ad to buy a Fernando Torres shirt after he scores another screamer…and it being one click away on your remote. You can insert your own preferred sport/team

Most importantly of all for com.motion and our clients, the “Web 2.0” or social media phenomenon is rated as moving into the slope of enlightenment and that it will be adopted by the mainstream in less than two years. Judging by the exciting and innovative technologies on the hype cycle, we are in for an exciting time!

More on the Gartner Hype Cycle for consultants and agencies.

What KPIs Should You Use When Measuring WOM?

By Lynn Eastep on August 7th, 2009 • Measurement, Word of Mouth • No comments

When developing a word of mouth campaign, being able to measure, track and compare the results is essential for a successful campaign. For organizations wanting to leverage word of mouth — especially those using Web 2.0 tools — it’s obvious that traditional analytics alone are insufficient.

For a successful WOM campaign, engagement and outreach efforts need to be carefully monitored in real-time to ensure that messaging is consistently being received by the target audience. Measurement should encompass KPIs such as sentiment, online engagement, and the successful integration of social media into existing campaigns.

Forrester Research, at their Forrester Research Marketing Forum, proposed a new metric, engagement that includes four components: involvement, interaction, intimacy, and influence. Each of these is built from data collected from online and offline data sources.

• Ivolvement tracks site visitors, time spent, page views and more (old-school stuff)
• Interaction measures the contributions to blogs, photo and video creation and uploads, and purchases
• Intimacy tries to understand consumer attitudes, perception, and feelings about a brand through surveys or monitoring technology as well as applications providing an interactive environment between brand and consumers
• Influence measures the likelihood that consumers will recommend or advocate products or brands

Using engagement as a metric, you get a more holistic appreciation of your customers’ actions, recognizing that value comes not just from transactions but also from actions people take to influence others. Once engagement takes hold of marketing, marketing messages will become conversations, and dollars will shift from media buying to customer understanding.

WOM Integration Between Advertising and Digital Channels

By Lynn Eastep on August 7th, 2009 • Word of Mouth • No comments

Consumers no longer move neatly from one touchpoint to the next, from branding to promotion to sales. Instead, they snack on digital content delivered through a dizzying array of devices. They share ideas about products, companies, and brands, with their brand awareness and purchase consideration formed just as much by trolling a few niche-oriented blogs or peer-generated odes to the product on YouTube as by a national branding campaign. They research online and buy in stores. They shop in stores and buy online. The Internet has shattered the entire concept of a linear purchase funnel.

The traditional advertising scenario is very front weighted with value, but it is constantly in a state of decline as time goes on. You pay for the creation of the ad and the media buy and then sit back and pray. You’re not wasting millions of untraceable impressions on TV, radio and print buys. You’re forming real relationships with people that spread their version of your message along the chain.

With social media, however, you invest up front, but your spending has to scale as your message spreads to new audiences over time. The value you get takes longer to build and catch up with the advertising model, but it will eventually exceed it. That’s a hard thing to budget, but it’s important to note.

It seems pretty clear right? But this is a huge mental leap for most marketing organizations. The new model is about building relationships that grow and spread to new relationships. Here is a graphical representation of this shift. Advertising will have diminishing returns over time as social connections will deliver more and more value.

It’s essential to have integration between traditional advertising and social media to deliver the right message to the right people at the right time to spark authentic word of mouth.