Saturday, November 13, 2010

48ers – A Simple yet Effective Social Media Monitoring Tool

Company owners and website owners are always looking for new ways to monitor their brand online. Well, not only is 48ers a real-time social search that can help you monitor your brand more effectively, but it can also help you monitor your name, username and even links on various social media sites. Best of all, you can monitor all of those items with a simple query in the search bar.

48ers home page preview.

As you can see from the image above, 48ers homepage is similar to other popular search engines like Google search and Twitter search.  You will see the nice clean logo, search bar, and trending topics. These trending topics do not just cover Twitter, but they also cover Facebook, Google Buzz, Digg and Delicious. Once you click on a topic, you’ll be taken to a results page where you can filter the results by site or view them all together.

48ers results and filters.

If you were to search for your brand, name or link (without the http://), results would show up on the same fashion. I found that when searching for a link, omitting the “http://” and even “www” from the link, resulted in the best, most accurate results. This is a great way to see who is talking about you or sharing links from your site across the Web. Whether a link has been shortened or not, it will still show up in your results – which is nice.

48ers url search results.

You’re able to share your results via email, Facebook, Twitter and more by using the AddThis share button at the top right of your results (see above). You can also share individual updates by just clicking on the “share” link next to each item.

Unfortunately, 48ers does not offer too many other features besides the ones mentioned above. I would really love the ability to subscribe to search results, and then receive new updates by email or even via an RSS feed. It might also be nice to be able to reply to tweets or comment on Facebook updates right from the site. Sharing via AddThis is a nice touch but I feel a retweet button or link would be better, since the messaged inserted into the tweet box using AddThis is not very helpful (see below).

48ers sharing on Twitter via AddThis.

There are other real-time social search engines out there that you may feel do a better, such as SocialMention or Scour; it all just depends on your preferences and the features you want in your search.

Are there any features you’d like to see added on 48ers?

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Cup of Joe: Are You Listening? To Yourself?

listenThe other day I was browsing Twitter and I saw a tweet that annoyed me. I guess the tweet itself wasn’t that bad, but this user has become increasingly more and more annoying. So annoying that I decided to stop following him.

Honestly, I am surprised I don’t stop following people more often. Don’t get me wrong, I am pretty easy to get along with, but the truth is that as human beings we have a tendency to act out of character on a regular basis, most often for the worst. It’s the nature of having emotions. Which got me thinking, that I bet this guy doesn’t even know he’s acting annoying, to him he’s just being himself.

Have you ever listened to a recording of your voice? Sounds strange doesn’t it? It doesn’t sound at all what you think you sound like. Just like off the internet, most social media users don’t listen to their online voice either. When was the last time you went back and re-read your tweets from the day? Or browsed the comments you left on Facebook.

For many of us, social media has become such an integral part of our daily lives, that we have forgotten that our words and digital voices can, and do have impact. As marketers forgetting this fact can be dangerous.

As Internet marketers we have a responsibility to the following:

Stay on point. If you are using social media as part of a business strategy for your clients or yourself, you must have a clearly defined agenda and don’t stray off point. This means don’t talk excessively about things that distract from your message. It’s fine to add different topics and ideas to further dialog, but staying off point for to long, can redefine your brand in ways that you didn’t intend.

Unless your agenda is otherwise, don’t be divisive. Many of you don’t know that I used to be heavily involved in politics. Most of you don’t know this, because I make it a point to try and not talk about politics in social media. Politics, religion, and other subject are topics that bring highly charged opinions and emotions. Because of this, I try not to engage in that type of talk in social media. Unless your strategy clearly lays it out, don’t be divisive.

Elevate your community. Social media is like one giant community filled with smaller communities. These communities can be strong marketing forces that can help you push your message and agenda. The more that you empower your communities by sharing helpful resources and information, the more powerful they will become, and thus the more able to help you with your efforts.

Show responsibility with your words. Your words help spread information and ideas across the world. Because of this you have to be accurate and fair. It’s not enough to simply provide a citation. You need to evaluate if your words have merit outside the context of your immediate community. Or are you just passing gossip and sensationalism?

In the end, the most important thing to do is listen to yourself, and ask, do I like what I hear?

[photo credit]

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Boost Traffic and Trust by Giving Back

This is a guest post by Joshua Noerr of JoshuaNoerr.com.

It’s clear that social media, specifically blogging, is about so much more than making money. Sure, we all want to be compensated for our time and our talents, but if the only goal was to make money, blogging would certainly not be our first choice.

If you’ve been reading ProBlogger for any length of time, the message will be clear to you: blogging is not a get-rich-quick kind of deal. There are certainly a few stars that rose to prominence quickly, but they’re the exception, not the rule.

The truth is, blogging for dollars is a slow process that requires many different factors to click into place before it produces a dependable income. One of those key factors is trust. The bottom line here is that your readers absolutely must trust you in order to buy from you, or to subscribe to your feed or newsletter.

I remember reading a book on sales a few years ago that said, essentially, “The prospect does not have to like you, he or she just has to trust you.” I don’t know about you, but I can’t recall any time I’ve said, “Wow, I don’t like that guy, but I sure do trust him.” Likability and trustworthiness have a tendency to go hand in hand.

Give back to build trust

Giving selflessly is a very powerful way to build the trust that you need to boost your repeat visitor levels, and your traffic overall. I’m going to share with you a way to do exactly that, but first I want you to consider something.

Have you ever noticed that most large corporations have either a foundation established in their name, or a department that handles charitable giving on behalf of the company? Think about that. I could name ten corporations that do just that off the top of my head. Consider why they do it. If you answered “to build trust,” you’re right!

What I’m proposing is that you donate a small portion of your online real estate to a good cause.

I know that the thought of giving even a small portion of your sidebar to charity may seem painful at first. For many, that means less space for direct advertising or AdSense promotion. It might even mean removing a featured affiliate product.

What I promise you is that the trust you get in return, while impossible to place a dollar value on, will be worth it. The good that you do in the world will become a part of your legacy.

Get started giving

Head over to FirstGiving.com. This website sets up free donation pages for thousands of charities and non-profits. After you set up your giving page, you’ll be able to create a widget that displays the amount of money you’re trying to raise, the organization you’re supporting, and how far you’ve progressed in your fundraising.

Place this widget somewhere on your blog. Now, you’re almost done, but there’s still one more step.

I suggest that you announce what you’re doing, which charity or cause you’re supporting, and why you’re supporting them (if you would like to see an example, take a look at my post asking for help to cure multiple sclerosis).

Writing this post is key, because it’s highly likely that it will be Stumbled, Dugg, and Tweeted, drawing attention to the cause, as well as your blog.

I also recommend that you choose a charity that’s near and dear to your heart. I decided to support the MS Fund because I have a wonderful friend who struggles with the disease. I can’t wait for the day when this disease no longer affects so many people. I’m sure you have a similar story, and I encourage you to share it with your readers.

Can blogging change the world?

Blogging has already changed the world in so many ways. It has changed the way news is reported, the speed at which information travels, and the way we get that information.

But I believe it can do much more than that. I truly believe that with so many wonderful, giving people out there in the blogosphere, blogging will change the world for the better in the years to come.

Please share your thoughts in the comments. What other ways can we give back and make the world a better place through blogging? Is there an organization that fits perfectly into your niche that you would like to support?

Joshua Noerr is a former competitive fighter turned blogger. He owns, or is partnered in, several blogs in different niches including personal development and fly fishing. He has one simple mission that drives all of his blogs: to change the world.

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Tweeting Your Way to Success

This morning, as I skimmed through my newsfeeds and email messages, I found three posts that had to do with finding a way to excel on Twitter. Since the bird seems to be in the collective consciousness today, I thought I’d take a moment to add my two cents to the communal pot.

Let’s start with Business News Daily. For some strange reason, they have two, very similar articles running today that deal with Twitter success. First, there’s 9 Steps to a Successful Twitter Strategy.

The title alone will stop many people in their tracks. Strategy? I just post whatever comes to mind when I have minute, right? Is that a strategy? No, Newman, it’s not. The article lists nine steps to setting up a plan but basically it breaks down to this, list your marketing goals, listen to your customers, create a plan to regularly engage and respond to your customers, set up metrics to measure your success in regard to the marketing goals.

Nothing there you didn’t know and yet I’d bet that 75% of people who Tweet for business don’t do any of that. Overwhelmed, maybe? That takes us to Splitting Up Your Social Strategy from WebPronews.com The suggestion here is that you look at the small metrics in order to decide how to proceed with your Tweeting. For example, how many people RT a story? Which stories get clickthroughs? Which were ignored? Remember to look at time of day. Do your am stories get more clickthroughs than the ones you post at night?  Then make that part of your strategy – schedule more tweets before noon and forget Tweeting after six.

Need some inspiration? That second article on Business News Daily talks about the Twitteratti,aka, the business Tweeters who are doing it right. They have their list but I’d like to add two of my personal favorites, @Syfy and @WarnerArchive.

Both of these active Twitterers do an excellent job of balancing community and fun with business. WarnerArchive’s ultimate goal is to get you to buy their DVDs (which are fabulous) and though they do post sales Tweets, I don’t feel like I’m being spammed. Most of their stream is devoted to trivia, contests and responding and RTing to the community members. I feel like WarnerArchive and I are friends and I look forward to their exchange.

@Syfy is actually Craig Engler, the VP of a large cable network but his Twitter account makes him very accessible. He takes the time to answer questions, he sends out fun trivia, he runs giveaways and he promotes the TV shows on Syfy. He has 53,000 followers and yet if feels like he’s talking to a small group.

To sum it up. Take a look at the businesses on your Twitter list, learn from the ones who have got it right and the ones that rub you the wrong way. When it comes to Twitter, there’s gold in them hills, you just have to figure out the best way to get at it.

Do you have a favorite business Tweeter?

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Friday, November 12, 2010

Facebook Jumping Into Email Game on Monday?

Facebook has announced another event to announce more activity by the social media giant and the strong rumor has it that a full-fledged email offering is hitting ‘the ‘book’. It’s something that has been speculated about for quite some time.

TechCrunch’s Jason Kincaid says this

Back in February we wrote about Facebook’s secret Project Titan — a web-based email client that we hear is unofficially referred to internally as its “Gmail killer”. Now we’ve heard from sources that this is indeed what’s coming on Monday during Facebook’s special event, alongside personal @facebook.com email addresses for users.

This isn’t a big surprise — the event invites Facebook sent out hinted strongly that the news would have something to do with its Inbox, sparking plenty of speculation that the event could be related to Titan. Our understanding is that this is more than just a UI refresh for Facebook’s existing messaging service with POP access tacked on. Rather, Facebook is building a full-fledged webmail client, and while it may only be in early stages come its launch Monday, there’s a huge amount of potential here.

Now all of the back and forth on data and particularly e-mail data portability between Google and Facebook makes sense. It made sense before on many levels but now this would appear to be the real reason behind this sudden squall over data privacy etc.

Obviously, there is nothing to know about this product offering from Facebook yet. The idea of Facebook having my e-mail activity, though, is not even close to being in the cards even of they put together the greatest functionality a web based e-mail client has ever seen.

Why? It’s about trust. I am not naïve enough to think that any e-mail provider I use is keeping all of my information and data private. Those days are long gone and I have just decided that in the Internet’s new world order I will accept a certain level of uncertainty about what is or can be done with my data. Despite a few major gaffes Google has earned my trust. I am not here to debate whether that is right or wrong. It just is.

What I don’t have is the desire to try to let someone else earn that trust. It has come over time and, once again whether it is accurate or not is irrelevant, I have afforded Google enough trust to have this important part of my online life.

Having said that there is no chance on this earth that I would trust Facebook with this valuable piece of my online life. No way. They have done nothing to earn an ounce of trust with their “Oh we’re sorry we didn’t know that was an egregious breach of privacy so we won’t do it again ….. wink, wink, nod, nod” approach to me as a Facebook user. Call it “Once bitten twice shy” or “Fool me once shame on you, fool me twice shame on me” but there is more than enough anecdotal evidence to say that anyone trusting Facebook implicitly with even more data is a fool.

Since Mark Zuckerberg didn’t get his degree from Harvard I am going to posit that he got his degree from Pink Floyd University. Why do I say that? Because aside from the “check to see if you have all of your fingers after you shake his hand” feeling I get about him and the incessant ass-kissing by many of the higher-ups in the Internet inner circle, the following lyrics from Floyd’s aptly titled song “Dogs” describe how I picture him and the culture that truly exists at Facebook.

And after a while, you can work on points for style.
Like the club tie, and the firm handshake,
A certain look in the eye and an easy smile.
You have to be trusted by the people that you lie to,
So that when they turn their backs on you,
You’ll get the chance to put the knife in.

Over the top? Sure but when hasn’t Facebook been to this point when it comes to the data it is entrusted with?

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Super Bowl Ads and the Evolution of Online Marketing

Do you remember Pets.com? Back in 2000, the internet company made a big splash with a clever Super Bowl ad that had pet owners rushing to the site to buy dog food. Actually, not the second part. Like a lot of companies during the dot.com boom, the Super Bowl ad was the first and final hurrah for Pets.com.

While you won’t see the return of the dot.com dandies this Super Bowl, Advertising Age is predicting a big run on ads that are digitally and socially enhanced. Go read the article. I’ll wait.

(Insert “The Girl from Ipanema” here.)

Back? Great. Pete Blackshaw makes a reference to a POEM framework: paid media, owned media and earned media. It’s his contention, and I totally agree, that the successful brands will find a way to balance the golden POEM triangle in order to get the very most out of every ad dollar.

Let’s look at the Super Bowl. The ads have become as important as the game. They’re the only reason I watch. But in the past, even the most ingenious ads had a short shelf life. Today, that doesn’t have to be the case. That clever ad can now rest on a company’s home page or Facebook page. People can leave comments on it and share it with friends. Before the game is even over, viewers will likely be Tweeting about their favorite ads and if you’ve done your job right, they’ll mention the brand. Remember herding cats? Do you remember the company behind the ad? No one does.

With the proper mix of TV, social and digital marketing, a single Super Bowl ad can live on through the Stanley Cup finals and beyond. As Blackshaw says, “Google never forgets.” Just like I was reminded of Pets.com and EDS (the herding cats people) when I looked up the history of Super Bowl ads. Once it’s out there on the net, it’s there to stay.

Now you’re saying, ‘wonderful, but I’m not a big brand name. I can’t afford a Super Bowl ad.’  To that, I say, it’s the principle not the Super Bowl that matters. Too many companies segment their efforts instead of working together to create a cohesive message. Banner taglines should match Twitter posts and Facebook updates and, as we’ve said before, each effort should drive traffic to the others.

What’s also important is that you take advantage of short trend windows and brand hype. If the Tweeters are all a Twitter about a new running shoe, then maybe it’s a good time to Tweet about your patented running shorts or granola bars for quick energy.

You don’t have to run a Super Bowl ad to benefit from the ad hype. Create a short YouTube vid and call it, the “Super Bowl ad” I would have made if I had the money. If it’s clever enough, it could go viral and for a fraction of the cost.

It’s time to get creative people, and to get your creative people all on the same page. Whatever the size of your company or budget, use the ads and the social media campaigns of the big boys to inspire you to step up your game.

Have a favorite Super Bowl commercial or a great idea for an ad of your own? Tell us about it.

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Thursday, November 11, 2010

11/16 @ Ogilvy (Washington): Public Health + Social Media Best Practices, Measurement & More

Join us from 8-9:30 am on Tuesday November 16th at Ogilvy (Washington), 1111 19th Street NW, Washington, DC for a panel discussion and release of a new white paper on social media and public health, summarizing key best practices in social media engagement and measurement.

You’ll learn about key developments in public health and social media, best practices for engagement, demographic trends relevant to public health and social media, and a new framework for measuring impact that goes well beyond just impressions.

Panelists will include:
– Susannah Fox, Associate Director, Digital Strategy, Pew Research Center
– Irfan Kamal, Social Media Evaluation Expert, Ogilvy 360 Digital Influence Group
– Marie Cocco, Director, National Communications, Campaign for Tobacco-Free Kids
– Jessica Kutch, Website Coordinator, Service Employees International Union
– Joel Selzer, CEO and Co-Founder, Ozmosis

The white paper to be introduced was developed under the Social Marketing Fellowship created by Ogilvy and the Center for Social Impact Communication at Georgetown University.

Ogilvy Nov 16 2010 Public Health and Social Media event flyer

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SMB’s Still Working to Get Websites Right First

For all the talk of social media, the importance of the communication revolution and the industry spouting on ad nauseum about how the social web is changing the way we breath, you would think that SMB’s are getting it.

There are some that absolutely are. They have embraced the web and the options it provides. The trouble is that when we parade these success stories around there is a perception that all SMB’s are on board when nothing could be further from the truth at least according to a recent study. In fact most SMB’s are spending more on getting their website right than anything else. How Year 2000 of them!

According to eMarketer, Zoomerang and GrowBiz Media 39% of the SMB’s surveyed were planning to spend 20% or more of their online budget on their websites while only 14% would do the same with social media.

The never-ending saga of trying to get the SMB market to more fully embrace the online space continues. Why is it such a battle?

In the realm of word-of-mouth marketing, SMBs relied mostly on the traditional: 70% said they used in-person networking and 50% customer referral rewards, while a comparatively small 34% used social media.

This is nothing new for sure. What needs to be new, though, is how we as the online marketing industry approach this huge market. I think the fault lies squarely on our shoulders for the initial “all of nothing” message that was given to the SMB and the virtual discounting of how these people have traditionally done business and how they still do business today.

Many local businesses are still driven by referral and word of mouth. That’s a good thing but we talk to them as if that is the antiquated way of doing business. That’s short-sighted and arrogant on our part. What we as an industry should be doing is accepting how these businesses do business, recognizing that the “old-school” way is still effective even in the world of mobile computing and that the digital channel can be an incredible complement and/or supplement to their current efforts. They don’t need to scrap “business as usual” for a digital re-working of their marketing to be more successful. They need help in integrating these new techniques into their old business fabric in a way to strengthen their business.

The result of this compulsion by the online industry to continually move to the next great thing without ever truly figuring out the last great thing is a large sector of businesses trying to figure this out on their own. As a result, they appear behind the curve when you see a chart like the one below.

The reality is they are doing the best they can without much help from companies like Google, bing, Facebook. Twitter and others. I’m sure some of you are saying that these companies are providing services and opportunities for these businesses like never before so how can I say this? Well, that’s just the problem, there is incredible innovation going on all around us by these and other tech players. The trouble is they almost all have a “built it and they will come” approach and even worse they think that because they built something cool from an engineering standpoint that everyone else will get it. Guess what? Most people don’t get it and it’s the fault of the industry from the producers to the service providers for not putting all of this opportunity into words that the regular person can understand and, more importantly, apply.

So while this is a rant of sorts, I think it’s an important one because there is a significant amount of opportunity being left on the table by not truly helping the group that makes up over 90% of the business in the US. If we continue to talk amongst ourselves and pull the “If they don’t understand how cool we are then screw them” act then we will stunt the growth of our own industry.

Everyone talks about scale as the big deal. Well, until we scale beyond the big brands and largest players who are the Madison Avenue type clients then even that growth could be hampered because if SMB’s aren’t getting it do you really believe that all 500 million account holders in Facebook do too?

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Wednesday, November 10, 2010

3 Reasons You Should Care About Multicultural Social Media & 3 Tips for Multicultural Social Media Success

Multicultural is the anti-thesis of the become like us phenomena. It turns assimilation on its head, upside down.

Multicultural: According to Webster of, relating to, reflecting, or adapted to diverse cultures.

Diverse: According to Webster, the condition of having or being composed of differing elements : variety; especially * : the inclusion of different types of people (as people of different races or cultures) in a group or organization.

By its very definition Multicultural Social Media looks at difference and acknowledges, we are not all the same. There are cultural, linguistic and identity politics that drive us. They inform our purchasing behaviors and preference. They have an impact on how we relate to each other and the world.

In a few hours, I’m going to be joining some amazing folks at Social Media Atlanta in what promises to be a fascinating conversation about Multicultural Social Media.

There are so many layers to this conversation, I almost don’t know where to begin. So, I’ve decided to begin at the beginning (like Julio Iglesias says) with three reasons why folks should care about multicultural social media.

#1- Population:

US Census Bureau US Population Graph

US Census Bureau US Population Graph

In May of 2009, money.CNN.com published a piece called Minority Populations on the Rise.

“The nation is becoming even more diverse: More than one third of its population belongs to a minority group, and Hispanics are the fastest-growing segment.

The U.S. Census Bureau reported Thursday that the minority population reached an estimated 104.6 million - or 34% of the nation’s total population - on July 1, 2008, compared to 31% when the Census was taken in 2000. Nearly one in six residents, or 46.9 million people, are Hispanic, the agency reported.”

According to that report, the break down of the U.S. population was as follows: Hispanics 15.4%, Blacks 13.5%, Asians 5%.

These were the numbers in 2008. A few months ago we just completed the 2010 census. Although the results of the census are not yet tabulated, many anticipate that the results will show an even greater increase in the minority population.

#2- Money: The second reason that you should care about multicultural social media is money. The demographics alone are striking. However, add to that the estimated spending power for these groups and you have a very compelling case that any brand would be foolish to ignore. According to a post in Mashable by Jessica Faye Carter earlier this year, that 34% has an estimated spending power of over $2 trillion. That’s nothing to scoff at. It represents a tremendous economy opportunity for brands.

#3- Future: If the present state analysis is not enough for you, then consider the third reason you should care about multicultural social media - this is the future. As I previously mentioned, the demographics of the minority populations in the United States continues to grow. This trend is not going to stop. Projections for 2050 show the white population in the U.S. at just slightly more than 50%.

US Department of Labor Projections for US Population

US Department of Labor Projections for US Population

Two years ago the Washington Post ran an article highlighting that according to the census, nearly 25 percent of children younger than 5 are Latino. That was two years ago. That cohort is moving up through the age distribution making each group that it passes through more Hispanic. Moreover, this is not just a blip on the screen. According to Jeffrey S. Passel, senior demographer at the Pew Hispanic Center “Hispanics have both a larger proportion of people in their child-bearing years and tend to have slightly more children.” Passel is co-author of a Pew study that predicts that the Hispanic population will represent 30 percent of the total US population by 2050.

Our society is continuing to grow more and more multicultural.

3 Tips for Multicultural Social Media Success:

I promised you three tips for multicultural social media success, so here they are.

#1- Engage in the communities that are being created.

For a long time there was a myth that pervaded the social media space. Many people believed that multicultural communities were just not online, that the digital divide kept these communities from engaging in this space. The research and case studies that we have seen over the last two years have truly dispelled that myth. It has become clear that multicultural communities exist in social media and in fact in many instances engage at higher rates in this space than their white counterparts. Brands that are not engaging these communities in social media are missing out on a tremendous opportunity. Go find the influencers. Go have conversations where these communities exist.

#2- Honor and respect the communities, be careful of stereotypes and be mindful of the value exchange.

One of the most important things that brands in the private, government and non-profit sector can do when trying to engage folks in this space is to honor and respect the communities and their respective traditions and values. A person does not have to come from that community to engage with the community in social media. However, there are several pit falls that someone who is not from the community should be wary of, first and foremost among them replication of negative power dynamics that exist in the real world.

a- Do not expect that the messages that you have crafted for other audiences will resonate in this space. Remember multicultural social media looks at difference and acknowledges, we are not all the same. Therefore, the way to engage these communities will not be the same cookie cutter approach that is used with other audiences.
b- Ensure that there is a value exchange. It is important that brands who come into these communities do not come to just ask for things from the community but that these brands are ready to invest and ensure that there is a value exchange.

#3- Keep it real and be sincere.

Multicultural social media is an exciting, tough and complex conversation to engage in. There are several brands that are leading the charge and investing in multicultural social media and there are several success stories to point to.

However, there is still a very real back lash to contend with. There are some folks who still see multicultural as a dirty word, despite the tremendous opportunity it represents and this is not lost to those of us who work in one capacity or another in multicultural social media. When engaging multicultural communities in social media, brands should be ready to have honest conversations about this.

This is not about pigeonholing. This is not about creating ghettos in cyberspace.

This is about:

1- acknowledging the fact that there are cultural, linguistic and identity politics that drive us as human beings
2- understanding that the growing “minority” populations are creating communities that celebrate those preferences online with or without you
3- brands realizing that there is a tremendous opportunity in reaching out to those multicultural communities and influencers online

We are more than just the sum of our parts and we are more than just a part, but this is definitely a part of the conversation that presents a tremendous opportunity for engagement.

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Tuesday, November 9, 2010

Consumer Online Brand Interaction: Satisfied or Indifferent

Marketers are constantly looking for the silver bullet, the holy grail or the big kahuna, if you will, that can truly define just how much interaction people are actually having with their brands online.

What are people looking for? Are they are truly interacting or are they just serial “Likers”? This is a question that will nag everyone in the marketing game for as long as this game is being played because in the end the only way to gauge a person’s engagement is to measure their sentiment and that’s going to always be elusive.

In efforts to define this interaction we turn to studies like the one just completed by the Cone Media and brought to our attention by the Center for Media Research. The chart below comes from the report called “2010 Cone Consumer New Media Study”. I have added to it in case you didn’t notice.

My question is the definition of people being “Somewhat Satisfied” about their online interaction with a brand. Why? Mainly because when anyone is somewhat satisfied with something it implies that they are also either somewhat dissatisfied or something else. The chart above would have us believe that only 5% are somewhat dissatisfied with this whole online brand interaction thing.

Confusing? I think so because what this is really saying to me that with only 14% being very satisfied that leaves everyone else falling into or dangerously near the category of being “Indifferent” which is a marketers worst nightmare. Maybe that’s why researchers don’t use the term because it’s actually telling the truth.

All I am doing, as I normally do, is looking at research and trying to call it like it is. Let’s face it. Many people follow or like brands because of a particular offer they can get at a particular time. Once that hook passes so does the interest in the brand online until something else happens to really catch their attention. What percentage of people are hanging on the social media moves of many brands at all? It’s a product. It’s a service. Sure we lead pretty hollow lives but are we that shallow that we depend on brands for genuine interaction?

I realize I am playing devil’s advocate here but with the amount of research I look at I can’t help but feel that we are dancing around the reality in many cases. That reality being that while we want people to truly engage with our brand online it’s not likely that the masses will truly be engaged to the level marketers desire. That all out dedication to the brand and their zealot like following is the goal but it’s rare. In fact, in the people that actually respond that way it might be unhealthy since they tie so much of their persona into a brand.

As a for instance, I am a Coca Cola bigot. I have said it here before. I won’t drink a Pepsi product if I can help it. I admit this is over the top and a little bizarre but it’s true. Now, here’s the rub. I don’t give a rip about Coca Cola online. Why? Because it doesn’t define me and unless I can save some money or get a customer service question answered I don’t have the time to care or pay attention. But guess what? I am a fan of the Coca Cola Facebook page (which has a very interesting history of its own that you may want to look into). I don’t even know if there are updates because I don’t look for them. I don’t go there and when I do the inane drivel that is being passed off as ‘interaction’ makes me happy that I stay away.

So is social media truly engaging people or is it just pleasing a present need or passing fancy that doesn’t translate into loyalty or engagement beyond the one instance? Is somewhat satisfied the same as being indifferent but being said in a way to give an online marketer hope?

I don’t know. I’m thinking out loud here. If you got this far and want to chime in that would be pretty cool. So what’s your take?

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Two Important Discussions at WOMMA Summit

womma_summit

Attendance is up this year at the upcoming WOMMA Summit. I attribute that to a great agenda and teh coming of age of social media in major brands. I serve on the board as past president and you would expect me to be bullish about the organization and its events. I am. No apologies there. But I could not endorse something that had a good chance of disappointing people. That would be bad.

You can see the full agenda here (IBM, Harrah’s, Motorola, HP, Ben & Jerry’s, Unilever and more).

There are two conversatiuons that will happen at the Summit that I am looking forward to sparking and participating in…

Which Marcom Disciplines Do What In Social Media?

Where is a brand manager to turn? If they want an authetically “social” solution to drive sales, lead generation, improve brand performance, should they turn to their advertising or media experts, their communication professionals, their word of mouth specialists? All the happy talk about “who owns social media? No one. The CEO. The customer,” is really just a sound bite. When it comes to applying social media to move enterprise or brand business, it is ridiculous to think that media agencies, ad agencies, PR firms, social media consultants, internal marketing and communications teams are all offering the same solutions. They aren’t. It’s time to unpack what “social media” truly is at least in the marcom space and start to recognize the differences, benefits and drawbacks of each disciplines’ approach.

There will be all types of groups representing different discipliens presenting at the WOMMA Summit. I am particularly intrigued by this session:

Redefining the Role of the Media Agency

Media agencies are struggling to find their footing in the social world of earned media. Erin Matts, Chief Digital Officer at OMD US, believes adaptability is the key to survival. In this session, Matts will explain how media agencies need to adapt to the new consumer engagement paradigm, and stretch beyond the concept of buying ad time towards a new mandate of developing and placing entertainment content

What Are True Best Practices Today?

Once you master the fundamentals of strong ethics, some reality-based measurement model, you are left with a rather subjective discussion around ‘best practices.’ Set aside the platitude manifestos that wax poetic about “transparent dialogue,” two-way conversation, listening, engagement vs. messaging - that stuff is a given and not all that helpful once you “get it.”

We’re talking about “best practices” to achieve a business result. Case stories are the best way to talk about best practices. This is where true experience gets documented, not theory. The WOMMA team has lined up a steady stream of case studies as the primary sessions.They have applied discipline to how these stories are told to ensure that they start with business objective and end with evaluation. These cases will reveal each group’s true best practices.

On top of that, there is a qualitative slice of the “best.” in the form of the WOMMY Awards. The board re-invented this award with ‘tooth’ and discipline last year. You really must reflect impact and a “best” execution to win. I give loads of credit to board member David Rabjohns, CEO of Motivequest, for this reinvention. It is largely due to his seriousness and marketing discipline that I place so much value on the WOMMY’s as a choice forum for best practices.

As many of us grow and scale our businesses around social media, we need a forum of like-minded inventors who are writing the rules of these new disciplines: word of mouth marketing and social media marketing and communications.

I am going to be part of that forum and hope to learn and share a lot.

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Gap’s Facebook Places Giveaway: Success or Failure?

This weekend, The Gap helped Facebook Places claim their place as a viable Foursquare contender by giving away 10,000 pairs of free jeans.

On the surface, it seemed simple enough. Show up at your local Gap store on November 5th. Check in using Facebook Places. Show the cashier your check-in acknowledgment and get a coupon for free jeans as long as you’re one of the first 10,000 customers.

But of course, that’s not how it went down. First, the event instructions didn’t make it clear that you had to have an iPhone or Droid in order to check-in (and I hear that older phones didn’t provide the same icon response as newer phones). Other smartphones wouldn’t cut it. Next, they failed to make it clear that each store had a different quantity of free jeans on hand, likely based on the income of that store.

The result was a line of 25 people standing in the cold for an hour for a store that had only 10 pairs of jeans to giveaway. The Gap justified this by saying the remaining customers were given 40% off coupons, so it was worth the wait. It wasn’t. Like Lowe’s before them, The Gap’s Facebook pages began to fill up with angry comments from customers who waited a long time for nothing.

Now, before you say, hey, that’s how it goes and what do you want for free, think about this. By adding a couple of extra lines of text to their Facebook page, they could have cut down on the number of angry customers. Yes, you can’t please all of the people all of the time, but to protect the brand, you have to do what you can to mitigate the damages upfront.

Fast Company paid a visit to a local Gap store and declared the event a success but the commenters on the post don’t agree. Promos like this are so new, we don’t actually have a means for measuring them, do we?

Was it a success if they gave away all of the free jeans before noon? Is that so hard, to give away free, brand-named clothes? Considering that the only advertising was through Facebook and word of mouth, then yes, it’s pretty impressive. But what did they gain? Some people who didn’t get free jeans stayed and used the 40% off coupon – a sale they probably wouldn’t have had otherwise. Did they gain any new customers? I doubt it. Did they lose any old customers? Probably.

Or was it all worth it just for the brand awareness and the additional people who “liked” them on Facebook and will stick around (intentionally or otherwise) for the inevitable Black Friday and holiday sales pitches?

Entrepreneur has a new article today called The Three Top Sales Promo Mistakes, it focuses more on email promo messages but the advice works for the Gap promo as well. The number one tip in the article: Assume Ignorance. Assume that the customer doesn’t know where, when and how and give them all of this information in a clear, consistent manner. The Gap didn’t do that. They assumed people understood Facebook Places and how to “check-in”. They assumed that people would understand that a store in Florida would only have 10 of the 10,000 jeans to giveaway.

I think The Gap can call this promo a success and Facebook Places can, too. They proved the power of social media as a means of promoting a brand name. Was it a financial success? That, I wouldn’t bet on.

What do you think of The Gap’s Giveaway? Success or failure?

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Humans and Computers, Unite

Could significant advances in science come not from machines alone but from the clever co-creation effort of both humans and machines ?

That’s the tantalizing promise of a novel social/crowdsourced downloadable game and the focus of a first-of-a-kind pharmaceutical industry-sponsored “protein folding” contest.

So what’s protein folding and why does it matter? The brief version: There are many ways that proteins can fold, and the prediction of the most likely shapes is extremely hard for computers to do. Yet, the more we know about how certain proteins fold, the better we can design new proteins to combat disease and find cures for such afflictions as cancer and Alzheimer’s. For a longer version, check this out.

Enter Foldit: this new game was designed and built by Zoran Popovic’s team at the University of Washington to allow people to fold proteins – without any special knowledge of biochemistry. Foldit uses humans’ ability to “see” in 3D – combined with a fun game environment - to help find the shapes that proteins will be most likely to fold into.

As part of its desire to support innovative work among rising new scientists, MedImmune (a client of ours, and a biologics company that’s part of AstraZeneca) teamed up with Foldit to launch the 2010 University Protein Folding Challenge last Friday.

The protein being used is one that’s important to understanding pancreatic cancer, one of the deadliest cancers.

To date, 20 teams from a range of universities are competing in the 2-week long Challenge.

Here’s the contest leaderboard:

Compete with others to solve an important protein folding problem. Challenge starts November 5, 2010. Cash prize for the top 3 teams. Grand Prize $5000. View all teams

Share your thoughts – is this type of human-machine co-creation a fun but niche idea?Or is this something that could become much bigger?

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Monday, November 8, 2010

Foursquare Founder to Fall Foul of FTC?

Last Year the FTC revised guidelines governing the use of endorsements and testimonials in advertising. As you may recall, the big news then was the addition of a rule stating that bloggers who accept free merchandise or services from companies they write about must reveal the terms of that endorsement to their readers or be found in violation of the law. Apparently someone forgot to tell Foursquare founder Dennis Crowley about this.

As discussed at CNNmoney.com, Foursquare founder Dennis Crowley recently speculated at a panel hosted by NYU, that “the next big thing” will be online social networks creating algorithms that account and weight users’ recommendations which marketers will be able to use to reward the most influential users for mentioning them (ahem… paid posts).

The shocker to Crowley came by way of a Forbes blogger who told him about the FTC regulations. Crowley said hadn’t heard about this and he made a note to bring it up to his legal team. This is a potential complication that could influence not only Foursquare but a lot of other social media platforms and their location based/referral services over the next few years.

Social media can be a powerful way to generate referrals and engage your audience in promoting your service or products. Rewarding visitors is an obvious strategy to get them to take the plunge and promote you to their friends and followers; however, with limited characters available through Twitter, Facebook, Foursquare and other social media platforms one must wonder how you squeeze in the proper disclosures.

For me, the answer is not including the disclosures in the update / tweet itself, but rather to include an additional feature allowing users to append their updates with the proper disclosure terms. While this might make user interface designers a little uneasy, perhaps the inclusion of such a feature would actually result in more people participating in such programs (I want to earn discounts and free stuff too).

One way or the other, I have no doubt we’ll see more and more social media campaigns which include providing an incentive for the customer to promote products and services with their followers and friends. The only question, is how social media giants will achieve this while staying on the good side of the FTC.

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Groupon Seeks $3 Billion Valuation: Get It While It Can?

Groupon is looking for more money to expand its quickly growing business. Anyone in their position would be doing the same especially when the valuation being tossed around is in the $3 billion range. That’s rarified air for sure but one has to wonder how long that air will be available to breath. Bloomberg Businessweek reports

Groupon Inc., owner of a daily coupon website with 20 million subscribers, is seeking venture funding that may value the company at about $3 billion, according to three people familiar with the matter.

The company aims to raise the funding to help it expand beyond the 230 markets where it now operates, said the people, who declined to be identified because the fundraising is private. The company had been discussing funding that would value it in the range of $2 billion to $3 billion, two of the people said.

I wonder about this because with the proliferation of location based services getting into the deals game, not the least of which is Facebook, I question what the place in the market will be for Groupon and the kind of deals it offers?

I say these ‘kind of deals’ because these are deals that are pushed out to the consumer based on a rather wide geography. They are often a hit or miss proposition as to whether a deal is on. Many businesses can’t handle the ‘new business’ thus creating a rough customer experience. Many businesses offering a Groupon don’t want to repeat the process with Groupon because of the negative financial impact it created. Lastly, Groupon offers are a great way for a flagging business or one with a bad reputation to generate cash. That last group is the worst one since a deal from a business just looking to generate cash flow rather than offering a great service is no deal at all.

The new direction of ‘deals’ on the spot which are being developed by Facebook, Yelp and every other location based service under the sun (let’s not exclude the Google possibility either) makes the Groupon model suspect to many. It’s the same line of thinking that has created less foursquare buzz as of late once the shine of ‘checking in’ for the sake of ‘checking in’ wore off.

I have used Groupon in the past and have had success but I am also very picky about where I use it. For instance, I am not that interested in trying out a new restaurant based on a Groupon because it smells of desperation on some levels. I realize that this is solely my perception and that’s cool. Interestingly enough though, most restaurants that are doing well don’t need or even want an influx of new Groupon like customers since many Groupon coupon users have a less than stellar attitude toward their ‘bargain’.

So I say make hay while the sun is shining on a valuation that could be in the same vein as those of the first Internet bubble. Those valuations happened because no one really knew what they had so they assumed it was valuable and a few got rich while many were left holding the bubble. The same could be happening as we move into the next era of the Internet world. The trouble is that the rate of change is accelerating thus making it almost easier to overestimate the worth of something while it is coming and going right before our very eyes.

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From Sponsored Links to Ads: What Does Google Have Up Its Sleeve?

Normally, the change of terminology in any company is a pure marketing move designed to breath new life into something that has some wear and tear. Aside from just the “new and improved” kind of changes, you occasionally get a completely different word to make a person think about the product again. Rarely, however, do you see a change like Google is experimenting with as they move to calling AdWords ads just that, Ads, rather than Sponsored Links.

First brought to my attention by Search Engine Land last week that this switch is official, I had some time to think about the possibilities. I will now happily cross-over to ‘speculation land’ and let my imagination run a little wild. So what could this change indicate?

Paid search moving to blended ad option – By calling a Sponsored Link an Ad, Google is no longer constrained by the limitations of the blue link text paid ad in the ever so lightly tinted (read: barely discernible) box at the top of the SERP’s and along the right column. With all of their advertising in the trades like AdAge and MediaWeek about how Google is changing display advertising maybe this is one of those ‘game changers’ that we could see. Imagine that top spot in the SERP’s being a display ad? What kind of premium would that draw?

Display ads just being more prominent period – With Google changing the search landscape with its moving around, resizing, rearranging and otherwise blowing up the local search side of the business Google is getting us used to seeing an image in the right column (where the maps are generally showing up). Wouldn’t it be very Googleesque to announce “Oh, the whole map on the right thing isn’t working’ after getting people used to it. They could then move the map back where people were familiar with it then replace that newly created empty space with an, you guessed it, display ad.

Google x.0? – Let’s face it, everything online is changing and shifting. Even Google will have to look different at some point or else they run the risk of appearing to be ‘your father’s search engine’. What better way to do this than by easing people out of things that were not necessarily top of mind (let’s face it, who amongst the regular Google users even saw the Sponsored Links moniker considering many people STILL don’t know those are paid ads). By also changing the rules on the still under appreciated local side of the ledger Google is making a nuanced shift to the next generation product and presentation of that product.

Clearing way for social search product of the future – This is a real stretch here because I am not quite sure how this would all play together but Google’s anticipated foray into the social realm has few options but to be heavily integrated into their flagship offering. Why? They already tried Wave as a standalone and that has been shelved. Google Buzz has been a relative non-issue and that was integrated into Gmail. So what’s left? Playing with the secret formula by integrating their flagship search product and the social web. Of course, they run the huge risk of pulling a New Coke or they could knock it out of the park. Nothing ventured, nothing gained, right?

So these are just a few thoughts behind why an otherwise innocuous event could actually be signaling a larger and more sweeping overhaul for the search giant. I have no inside track or anything like that. I am just observing the landscape and thinking about what could possibly take place. I’m a blogger and this is what we do ;-) .

Maybe Google won’t admit it but the heat has been turned up by Facebook, Apple and others on several fronts. If they sit still and don’t do anything they will probably still be OK but they may end up looking like the Internet’s version of Microsoft which I doubt Google is willing to settle for.

Just imagine 10 years from now and we are making fun of Google’s every attempt to play in the social sphere while they still milk the search cash cow. Sounds a lot like how we treat Microsoft today with regard to their Internet efforts.

So am I reading too much into this little name change? Maybe. What are your thoughts?

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Sunday, November 7, 2010

Why Social Media Is a Better Investment than SEO

This guest post is by Gary Arndt of Everything-Everywhere.com

As a blogger, you probably do not have the luxury of having a staff of people to work for you. As such, your time is very valuable and you need to spend it where it will do the most good. We have reached a point in late 2010 where the work required to generate traffic for a normal blog via search engines is much greater than that required to generate an equal amount of traffic via social media.

My thesis is simple: for the majority of bloggers, the time and effort invested on social media is better spent than time spent on SEO.

This post will probably generate controversy. There are an army of people out there who make a living selling SEO products and services. To use an old adage, when you only tool is a hammer, every problem is a nail. To them, SEO is the beginning and end of traffic generation.

To be sure, search engines do drive a lot of traffic, however, with the increasing pollution of search engines with content farms, Google’s love of big brands/big media, and the increasing amount of work required to rank for ever longer keywords, SEO is no longer worth the effort for most bloggers.

The power of brands

Google loves brands. The reasoning behind this actually makes some sense. An easy solution to the problem of spam websites was for Google to give extra authority to sites that have large, established brands. This doesn’t bode well for bloggers, however.

To given you an example of how much authority brands are given, several months ago I conducted an experiment. I had an article that I had done some link building on. After several months the article ranked #3 for the keyword I was targeting (behind two large media properties). I had an opportunity to put some content on the website of a very large media brand. I put that article, word for word, on their site to see how they would rank for the exact same keyword. Within an hour, they were ranked at #4, just behind my original article. In a day, they were ranked above me, even though the same content had been on my site for months and I had gone through the effort to do link building.

I realize there is a new content bonus that Google will give articles for a while, but the fact they were able to rank so high, so quickly, even against a previously indexed article with links, shows just how much the deck is stacked against blogs. Google can’t easily tell the difference a legitimate blog from a made for Adsense spam site. If they could, there would be no spam.

If you are in a niche that doesn’t have a large traditional media presence (niches like Internet marketing, SEO, or social media) you might not notice this because there is little media competition. However, if you are in a niche with a large traditional media presence (like travel, politics, news, sports, or food) you might see on a regular basis how difficult it can be.

Brand vs. individual authority

You might think that Darren Rowse has a great deal of authority on the subject of blogging. You would be correct. However, in the eyes of Google, Darren doesn’t have any authority; ProBlogger.net does. This is a fundamental problem with how Google works. People invest trust and authority in other people while Google puts authority in URL’s.

As a thought experiment, lets say Darren sold ProBlogger.net and started up a new blog called The-Blogging-Pro.info (a horrible domain name, but just stay with me). Everyone who reads this site, subscribes to the newsletter or follows Darren on Twitter would know to now go to the new site to get Darren’s advice on blogging. The authority that Darren has developed over the years would stay with him, even if he moved to a new domain. Google, however, would still put its trust and authority in ProBlogger.net, even though the real authority has moved to a different domain.

Social media solves the authority dilemma. You know who is authoritative and isn’t. I often ask people how many people they can name who have written an article for National Geographic in its 122-year history. Most people can’t name a single person. Yet, if I ask them who is behind their favorite blogs, almost everyone can give me a name. We trust the New York Times or National Geographic because of the reputation the brand has developed over the years. Even if the author of a given article knows nothing about the subject (which does happen), they are assumed to be authoritative just because of the brand they are writing under.

Writers will usually give a list of the publications they have written for as their credentials. Their authority is a second hand authority derived from the publications they have written for. (“I am a successful author because I have written for large, successful publications.”)

Blogger authority is first hand authority. It comes directly from the reputation they have developed over time from their audience.

The power of individuals

The fact that people know who bloggers are is exactly the reason why blogs have a comparative advantage in social media. The New York Times Twitter account might have millions of followers, but they can never do more than pump out links to articles. It can’t have a conversation, talk or listen. If it did, who would be the one doing the talking on behalf of the brand?

The part of social media that actually builds trust and authority is totally absent from most large media properties. They are simply not able to engage in a conversation as a brand. Some companies like ESPN have banned their staff from using Twitter precisely because they didn’t want their employees to develop their own authority outside if the network. If they did, they’d become too valuable and they would have too much leverage when it came time to negotiate contracts.

Bloggers have the ability to do an end run around traditional media precisely because we are capable of having a conversation. That is something a faceless brand can never do.

SEO is time consuming

Critics of this article might point out that if you just worked harder, you could rank for anything you want. They are probably right. It isn’t a question of what is possible. It is a question of the return on your investment. The concept of time ROI is absent from almost any discussion on SEO.

As I stated above, the deck is stacked against the little guy in SEO. Google loves brands and can’t associate authority with individuals. To just keep pace with media brands, you have to put in much more work. The New York Times doesn’t have to bother with link building. You do. That alone should tell you how fair the playing field is.

Bloggers have a comparative advantage in social media. We can appeal to human notions of authority, not algorithmic notions. We can have discussions and conversations, and brands can’t do that. Moreover, it isn’t hard to do. All you have to do is talk and most of you are probably doing that now.

Already you are seeing a shift in some media outlets to superstar journalists. What is happening is the same thing you are seeing in the blogging world. People are putting their trust and authority into people, not the brands they work for. It will only be a matter of time before the superstar journalists realize they don’t need their media masters anymore.

Writing for humans vs. writing for machines

Despite what Google says, the key to good SEO isn’t writing for good content for people. This is a bald-faced lie which anyone who has spent time trying to rank for a keyword knows. Human beings enjoy alliteration, puns, jokes and other forms of word play, which are totally lost on an algorithm. What makes for a good article from a content farm is exactly the thing, which you should not do if you want to covert readers into subscribers. Content created with SEO in mind is more often than not fun to read.

Google’s original rational for the “create good content” argument was that people would naturally link to good content. That is no longer true. People share good content on Twitter and Facebook, which is either closed to Google, labeled as “nofollow”, or doesn’t have anchor text. The world Serge and Brin wrote their seminal paper for in the 1990’s doesn’t exist today.

Traffic as a means vs. traffic as an end

Newspapers have developed an obsession with visits and page views. Many bloggers have the same problem as well. They view raw traffic as the end game because they view the world though an advertising model. Under this paradigm, the more traffic you have the better, regardless how you get it or for what reason, because it will lead to more ad clicks.

Many bloggers have wised up to the fact that advertising isn’t the best way to make money. CPM rates keep falling and will keep falling so long as ad inventory grows faster than online advertising budgets. It has reached a point where to make money via advertising you have to either have an enormous media property or have an incredibly targeted site devoted to a very niche keyword.

Most blogs don’t fit into either category. They don’t have millions of page views per month, and they don’t niche themselves into talking about only instant coffee makers. In this middle space, what matters aren’t raw page views to generate advertising revenue. What matters is growing a loyal following of people who view you as authoritative in your area.

In this model, traffic is just a means to an end, not an end in itself. The real end is getting traffic to convert to subscribers and loyal followers. You will be more likely to get a follower from someone who views you as having authority rather than someone who is just looking for bit of information with no idea of who you are.

Google-proofing

Google changes their algorithm all the time. There are companies who have been destroyed by changes made at Google. Fortunes rise and fall based on how Google decides to rank sites. A major question you have to ask yourself is “how dependent do I want to be on Google?”

All the hard work you put into SEO can be destroyed, or at least significantly altered, but changes at Google. Authority and reputation with other people, however, doesn’t change on a whim.

Also, knowing that Google is going to change in the future, in what direction do you think it is going to change? My bet would be towards a greater reliance on social media and less reliance on links. I’m sure there are engineers at Google right now trying to figure out how to translate the authority and trust that individuals have into their search results.

Choose social media for greater ROI

I am not saying you should block Google from indexing your site. I am not saying search engine traffic is bad. In fact, there are blogs out there that would be best served by an SEO strategy.

What I am saying is that outside of a few things you can do in the creation of your blog, don’t worry about SEO. Make sure your permalinks make sense, create a site map, install the appropriate plugins … and then stop worrying about it.

Invest your time where it will give you the highest return. Today, I believe that place is in social media. Do you? I’d love to hear your thoughts in the comments.

Since March 2007, Gary has blogged from over 70 countries at Everything-Everywhere.com. He was also named by Time Magazine as one of the 25 Best Blogs of 2010.

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