SEATTLE, WASHINGTON, USA – December 30th, 2009 – It’s nearly the end of the “Aughts”—the decade when the web went from being informational to social—and as it wraps up I’m thinking social media in its current overinflated state has also come to an end.

Now before you enthusiasts freak out and color me crazy, let’s look at a few things that have happened over the last year that lead me to this conclusion.

• The traditional press have lost their interest in social media as a primary topic. This is clear by browsing the subject matter expert requests on ProfNet and HARO. In the spring and summer of 2009, Twitter, Facebook and anything related to social media were all journos seemed to want to write about. These requests have dropped to nearly zero and the only thing that piques their interest these days are fear-centric articles around privacy, hackers, or bizarre uses of social media. Hype bubble: gone.
• Thousands are falsely proclaiming themselves as experts. It took them long enough but it seems everyone is writing about social media. Marketers everywhere are putting out their takes on it, albeit for many it’s a bit late. I started noticing this trend in the first part of 2009. Between May 2009 and December 29th, 2009, over 11,000 people joined Twitter proclaiming themselves to be some kind of social media expert. (See B.L. Ochman’s great post here) Are you kidding me?!? I was also amazed to see an old-school PR person who’d joined Twitter after Oprah get a local speaking gig on the subject of Twitter. WTF? I’m sorry, but if you’ve joined Twitter after April 2009, it takes some serious cajones to claim you’re a frickin’ expert.
• Corporations have found their social media “voice.” After several years of watching and waiting, 2009 marked the year when the majority of the US Fortune 500 got off their butts and got out onto the Social Media Dance Floor. There are plenty of smaller firms (and strangely, many Canadian firms) who are still unsure about this <sarcasm>crazy new trend</sarcasm> but primarily because their budgets are tight and their marketing teams are absolutely maxed out.
• The free ride for consumers to say whatever they want is over. Corporations are starting to fight back. Witness the mom blogger who claimed the TSA had violated her rights and snatched her child from her—and then found out the TSA had their own blog as well as footage showing her claims were exaggerated at best. TSA is also going after bloggers who’ve leaked sensitive information. 2010 will be the year that organizations move from silence to defense to offense. Also witness the New Zealand blogger thrown in jail for violating a supression order.
• Social media has become the CB Radio of the 21st Century. With all the noise, searching for any seriously valuable content on social marketing programs is hugely challenging now, because of how much crap is out there. Marketers still looking to get a start will find themselves perplexed by their search results and when they try to track down experienced help, they’ll encounter the self-proclaimed social media “ninjas” referenced above. Google isn’t pulling great results for this topic right now and it’s only going to get worse.
• Many of the early adopters will begin to drop out. At least, the ones whose income doesn’t depend on social media will. Just as the original artisans of the Web moved into other areas, just as many podcasters exploded onto the web in 2004 and then went silent in 2006, I predict so too will the Robert Scobles, Steve Rubels, Chris Heuers, Jeremiah Owyangs, etc. It’s just too much effort to publish 24/7 unless you’re being funded to do it. Pundits need to make a living too, and the speaking engagements will wane as the public curiosity moves onto other subjects. I share this early adopter exhaustion and am taking steps to put out more valuable, less frequent content in fewer places.

2010 will bring some good things, too

The Internet of the “Aughts” was initially focused on brochureware and e-commerce, then moved to connecting in 2004 with the advent of Ryze, Tribe, Friendster and MySpace. In 2006, Delicious and StumbleUpon made sharing easy, 2007 saw the explosion of YouTube, and in 2007-2008, Twitter and Facebook made sharing effortless.

There are plenty of good things heading our way in 2010. I’m in agreement with several others that augmented reality and smartphone-based information will explode. Closed social networks of trusted friends (who can say what they want without fear of career or reputational implications) will expand. For example, I use Plurk to communicate/vent/overshare with my Flickr friends sans clients, acquaintance or neighbors. It’s hugely satisfying after self-policing every one of my Facebook posts and tweets. Video will continue to grow as attention starvation continues to grow—video being a fast way to assimilate information. And of course meetups will continue to grow as people crave face-to-face aspects of networking.

The “Teens” (2011-2019) will likely center around data filtering (closed networks, place-based data), data privacy, login/profile centralization and real-time Web. No more waiting for Google to cache your site. No more needing to sift through volumes of information to find what you want. Fewer acquaintances and closer friends as free time continues to shrink.

Brand Dialogue LLC and this blog have also come to an end

My consultancy officially ceased to be in February 2008 when I joined Edelman PR. And I think it’s time to set aside this blog as well. It will go fully offline in February once I get redirects in place.

Since I’m pretty much fully committed on client marketing initiatives at work, I do most of my freely-shared thinking in short bursts on Facebook, Twitter and Delicious these days. And that’s really about all the time I have to share anything. My free time has become so much more valuable as it’s dried up.

To that end, I’m consolidating my social media footprint. This blog has officially moved to EricWeaver.com—one site where I’m sharing both personal and professional content.

Besides, it’s really not about “brand dialogue” anymore, but about engagement. That’s a much more accurate description of a marketing goal. I can “talk” to anyone. But getting them to engage in brand participation is much more fun.

See you elsewhere!

It’s been fun sharing my thinking with you. I’ll continue to do so but over here instead.

Here’s hoping you have a fulfilling, prosperous and equally interesting 2010.

- Eric Weaver

KING5 Interview with Renay San Miguel at #sm101

Reason #2: IT’S AN ARBITRARY NUMBER. There are often many ways to achieve search engine optimization or social media hiring secrets or Twitter tools you can use. Top 5, Top 10, Top 13.5…you’re choosing an arbitrary number to not-so-transparently try to make your blog post seem easily digestible. There’s really no Top 5 anything, there’s just your own self-promotion and again, it’s become super-boring.

Reason #3: IT KILLS YOUR DIFFERENTIATION. Sure, it’s great to try to capture attention by suggesting your content won’t require a heavy time investment. Shouldn’t your content already be targeted at a time-starved audience? If you want your content to sound like everyone else’s, go ahead: give us your Top 10 Tips to Tepid.

Reason #4: YOU REINFORCE THE ECHO CHAMBER. Let’s say you create an interesting post and it gets retweeted or reblogged and reGoogled and regurgitated and now we’re hearing about your Top 5 Ways to Achieve SEO Nirvana post through multiple channels.¬† IT it it GETS gets gets REPETITIVE tive tive.

Reason #5: There is no reason #5 because the first four are plenty. Show your creativity for god’s sake. Do something different. Stand out from the crowd. Don’t follow the pack of blog lemmings off the Cliff of Undifferentiation. Demonstrate your value, without demonstrating your willingness to follow others.

UPDATE, 9/22: Every once in awhile, a marketing meme sweeps through the profession. Sometimes it’s “repeat the 800 number three times in the DRTV ad.” Another is, “make sure you have a suggestive call to action at the bottom of your mailer.” Now it’s “make sure you try to create a definitive list in your content by calling it your Top X Whatever.” And what happens? Everyone lines up to do the exact same thing, and individuality and differentiation go out the window. And every ad, every mailer, every infomercial, and every blog post sounds exactly the same.

It’s tough enough to have your content stand out in the noisy social space. Don’t water it down by jumping on the same tired techniques as everyone else.

Pronunciation: \ˈfā-vər\

1 a (1) : friendly regard shown toward another especially by a superior (2) : approving consideration or attention

3 a : gracious kindness; also : an act of such kindness

5 a : a special privilege or right granted or conceded

My cell phone rang yesterday in the middle of a client conference call. Didn’t recognize the number. Later I found a message on my voicemail. I offer it here as a learning opportunity for any young person who wants to start their career off on the right foot.

The woman who had called me was a recent graduate from a Michigan college. She has evidently moved to Seattle and is looking for help in determining her career path. Here’s what she said:

“Hi, my name is __________ and I stumbled upon your agency online. I just graduated from college in advertising in Michigan and I am newly moved to Seattle. I wanted to set up an informational meeting to kind of sit down with you and learn more about what your company does just for a little bit of research on what kind of agency I‚Äôd like to work at and what kind of department I would like to move into in the future. This would take fifteen to twenty minutes if you have it. So I would greatly appreciate you calling me on my cell phone which is ____ or emailing me at _____.”

I don’t want to sound like a mean-spirited jerk here, but I am amazed at how poorly she framed this opportunity. Was no business person, perhaps a parent, available to coach this young woman before she started creating her local reputation?

My first job was on the factory floor of an automotive plant. I learned very early that as a new graduate, you are inconsequential to most folks and in order to survive as you’re getting started, you need to foster relationships and ask a lot of favors. And that requires some basic relationship skills.

From that aspect, this call struck me as wrong on a million levels.

First of all, she opens by saying that she “stumbled” across my company online. So, basically, she didn’t seek me out and my business is no more special than any other. Not the way to kick off a request for help. A simple “I found your agency online and the more I read, the more I was really interested in what you do.” Lie to me if you have to.

Secondly, she’s moved to Seattle from Michigan. Great! If she had done her homework and done a simple Google search, she would have seen that I too am a Michigan transplant. With this data, she could have worked that angle and I might have been more predisposed to spend my valuable time trying to help a kid get started on their career. But she didn’t.

Third: there is no agency named Brand Dialogue anymore. A 2-second read of the About page would have told her that.

Fourth: she frames the conversation in terms of her needs. I was up until 3am this morning working on a client project, then had to jump on a client call at 8:30. Why would I spend time trying to help someone else get started when I don’t even have enough time for a full night’s sleep?

A better approach would have been to say, “I know you’re busy, I’m sure informational interviews are low on your priority list, but if you could find just a few minutes to talk to me, I’d be so appreciative. If not, I fully understand.”

Finally, she puts the onus on me to contact her. What exactly is my motivation again? Who’s the one asking for a favor again?

If you are looking for volunteers who will help you with your career, there are several things you must know.

• If you’re new in town, you have a lot of work to do to build a network of business relationships that will help you survive.
• If you need a favor but have no relationship with this person, you may want to try to start off a conversation recognizing that fact.
• Assume the person you are wanting to talk to is insanely busy. Respect their time and don’t ask for any more than the initial request for a coffee or informational interview. Don’t ask them do the work of getting in touch with you.
• Spend some of your own time to research the person you are contacting. Find out a little bit about them before you call. If there is an opportunity for a more relevant connection (e.g., you’re both transplants), then speak to that.
• Most importantly, and I say this with love, you are asking for a favor. You are not entitled to anyone’s time…particularly if we’re no more special than the next guy on the list. If you want a favor, act like you’re asking a favor, not like you expect a phone call back.

These are basic business relationship skills that should be taught in every single business school in this country. They’re also skills that any parent should teach their child. It’s also the responsibility of the kid to LISTEN. Their parents may know a thing or two about the work world.

And that concludes your informational interview, miss.¬† I’m getting back to paying client work now.

I’m very pleased to announce that effective July 20, 2009, I will be joining digital agency¬†Tribal DDB, a division of DDB Advertising, in Vancouver, British Columbia.

For the past seven years, I have been searching for an agency home: one in which I could do meaningful work, and have a good work/life balance; where I had proper support from my management; where people were fearless; and where I was given the freedom to contribute to both agency and clients with as little politics, control issues or agency drama as possible. Over the course of my thirty-year career, I have had fantastic work environments, and wherever possible, I have worked hard to try to create them within my teams. I’m proud to say I’ve had teams who truly enjoyed working together, won awards together, and found personal relationships that far outlasted the team’s longevity.

I’ve also had some short stints. The rough economy and its attendant worries, beginning in 2002, have brought out both the best and worst in people. And I obviously share some of the responsibility for the shortness of tenure: I’m impatient with others, a bit of a perfectionist (even when that’s not necessary), super-picky with how I invest my time, and when I’ve had tight controls or confines placed on my role or abilities, I’ve frequently responded with equal pressure to take control back. Not often a hit with management! So there are some learnings and opportunities for improvement there.

Simultaneous to this search for a strong, upbeat agency has been an increasing desire to give back to society. It’s hard to “pimp products” when you can’t help but notice the myriad social issues we are facing on a global basis. How do I justify to my children the application of my skills to marketing SUVs, diamonds, toxic chemicals or other socially or environmentally irresponsible products? How do I justify using my life to make a tiny percentage of people rich when others are starving or dying? How long do I sit on the sidelines of this train wreck without getting up to help the injured?

My new (old) role

At Tribal, I’ll be acting in a role that’s very familiar to me: account director and strategist. Of all the roles I’ve performed over my career,¬†this is really the one I’m best at. I am a digital brand counselor, first and foremost. I’ll be managing a number of existing accounts and working to build business both in Canada and the US. Given the strength of the team at Tribal, that shouldn’t be too difficult.

This new role will provide me with a chance to be a part of a large team again, applying my skills to socially-responsible clients, and growing my business network in a financially sound work environment. Vancouver is a stunningly beautiful city, and its residents are as progressive and socially focused as Seattleites. My new team seems very talented and buttoned up. And I’ll be using my brain to concept and strategize around brands, developing new social, cultural and business applications for digital technologies‚Äîmy idea of a fun way to make money!

I’ll also be splitting my time between both Vancouver and Seattle – for the next few months, at least. I get asked constantly if I am “leaving” – nope, just expanding my “range.”

Thank you, egg

For nearly two years, I have been partnering with egg,¬†a Seattle branding agency that has taken the bold step to ONLY work with socially responsible clients. That is a very brave commitment that limits their revenue considerably. We’ve worked together on numerous projects and with them I have found the same kind of laughter, camaraderie and sense of purpose that I’ve long sought. I want to thank them¬†for their interest in working with me, including me on their projects, and even providing me with office space.

Marty McDonald, Hilary Bromberg and their team have a vision for ethical business that aligns very strongly with my own. They also know the conscientious consumer better than anyone. Because of their generosity, I have been financially sound over the last 9 months and met many new people who are interested in doing good. Through Tribal, I hope to continue to partner with egg and help spread their values in the market.

Just to keep things interesting: massive and overlapping life changes

For the last several months, I have been experiencing a foundation-shaking set of life changes, which are all culminating this same week. The hardest: my children are moving away and I will no longer be a residential parent. Equally challenging: through a fantastic counselor, I’m revisiting and addressing issues that I’ve tried to run from or avoid my whole life, including a tremendous amount of grief‚Äîsome long-overdue personal rewiring that should help me in all aspects of my life.

Finally, I’m hitting 48 years of age, with 30 years’ worth of work experience. How the hell did that happen so quickly?

New job, new tribe, new country, new parental role, new patterns. Lots to look forward to, lots to adjust to.

Not leaving, just shifting

This site will continue to have informative articles on the latest in social marketing and branding, and in the business of digital marketing.

And if you want to chat, ring me at +1 206 651 5511, follow me on Twitter or connect via Facebook.

http://www.slideshare.net/Weave/pr-for-people-meetup-7109

It’s happened quite suddenly: celebrities have found Twitter, and so have the masses. In the last few weeks, we’ve started to hear more and more in the media about Twitter, everything from Larry King/CNN and Ashton Kutcher throwing down in a contest to be the first to reach 1 million followers (Kutcher won), to Oprah doing her first tweet. What started as a small community of early social media adopters has become the CB radio—no, the AOL—of the late 2000s.

I realized this the other day when CNN’s HLN channel started posting “Follow CNNBRK on Twitter for breaking news” at the bottom of the screen. I sat there amazed: Twitter IDs…on CNN?!? Clearly, things have changed, and they’ve changed very rapidly:

Twitter has gone mainstream.

“Getting” social media

This recent tweet from Julian Matthews (@trinetizen) got me thinking: all the recent news about Twitter, all the recent Twitter adoption by celebrities, is going to cause two things: 1) the masses will investigate, and 2) the masses’ impression of Twitter will be hugely impacted by this flurry of celebrity tweeting.

The only problem? If you don’t follow others, you can’t possibly “get” the value of Twitter…or any social media, for that matter.

Why? First of all, Twitter’s value comes from dialogue. Social media and networking were borne out of the desire to connect you to others, to learn from others, to create an exchange, and to share items of interest. When we use it as it was intended, social media is extremely powerful: consider the recent successful Obama presidential campaign.

But when we use social media for monologue, e.g., blasting one-way content at whomever will listen, then we’re not connecting, we’re shouting from a street corner.

Imagine, if you will, handing out megaphones at the various street corners in Times Square. Add some TV cameras to the mix. What would you get? Overwhelming cacophony of very little value.

Yet that’s how many Twittering celebrities are using the site: as one more one-way communication channel. Some seem to be taking the time to respond to fans, but most appear very uni-directional.

That had me wondering: which celebs are following the most people, and by extension, getting a more accurate impression of Twitter? Is it Demi Moore or Ashton Kutcher? Oprah? Larry King? Let’s take a look.

Celebrity Twitter Follow Ratio

Amongst the least dialoguey celebs are, yes, Demi Moore, Ashton Kutcher, Oprah and Larry King. Pat yourselves on the back, kids! The news commentator ranks the highest of the group, but even he is only following a mere 46 people out of the 123,000+ following him.

Interestingly, the person most open to the most inbound information is none other than Karl Rove. Whether you think he’s a wiley super-genius or Satan Reincarnate, the man is at least giving the appearance of doing the most listening. I’d say he’s up there in the Most Likely to Get Social Media camp.

In the meantime, his political antithesis, Al Gore, is following 7 people out of 664,000.

Musicians Yoko Ono and Björk are both following over 90% of those who follow them. Yet Mandy Moore and Dave Matthews follow 2 and 3 people, respectively.

In the news realm, CNN’s Rick Sanchez is following over 30,000 people. Talk about casting the net widely! But CNN’s own Anderson Cooper follows a paltry 22.

Finally, comedian Robin Williams is following over 1200 people. Yet comedienne Kathy Griffin, whom I find equally hilarious, has only posted two tweets and follows no one. Kathy, here’s your perfect focus group for jokes!

Your brand needs to listen, too

And I guess that segues into the punch line for my post: like these celebs, you need to listen to your audiences—your market—if you want to understand social media: how it works, the advantages, the disadvantages, and the power it provides. Not power to blast your one-way message to waiting millions, but the knowledge, connections, conversation and feedback it provides.

Because if all your brand is doing is barking on a street corner with a megaphone, you ignore the competitive advantage provided by engaging your market. You ignore market feedback, specific market needs, advice on what to avoid pursuing, and perhaps just some really good ideas. By not listening, you won’t really “get” the power of social tools.

You leave your social media “success” up to the power of your brand’s celebrity—or lack thereof. And you do so at your competitive peril.

Caveats

I’ve excluded Barack Obama, Joe Biden, Hillary Clinton and others where their tweets were clearly done by staffers. Britney Spears was included because her staff differentiates between her tweets and those of her manager/publicist. There are other minor celebrities, some of whom you may feel unnecessarily excluded, that I bypassed simply because I didn’t know much about them.

Obviously, also there is a human limit to the number of people you can follow before the resulting onslaught of information becomes unmanageable. So while MC Hammer and others may be following thousands, for them the Twitter experience is likely overwhelming on a good day, repulsive on a bad one. A high following ratio shows openness, not necessarily actual listening. I get that.

Finally, I didn’t link many of the Twitter handles because I simply didn’t have time. I think you can manage.

Expert. Guru. Genius. As jobs dry up and self-promotional tools proliferate, more and more people are rebranding themselves as Social Media Gurus. What you should watch out for, and why.

(EDITOR’S NOTE: You may say to yourself, “Self, isn’t this dufus a ’social media guru’?” Hell, no. The tools, trends and the power of the consumer are changing at an astonishing rate. This social media “bus” is moving far too fast for anyone to have pulled it over and taken apart the engine. Beware those who say they have.)

If you’re like most marketers, you are a Very Busy Person. Chances are your budget has been slashed, your staff has been outsourced, and as sales dry up, you’re under the gun to produce leads, build awareness and convert fence-sitters. Most of the marketers I know are insanely busy, running from meeting to meeting, juggling project after project. In many cases, the reason we got into this business‚Äîthe chance to apply creativity and strategy to the brand we built or fell in love with‚Äîhas been diluted through quarterly goals, reduced budgets and increasingly unreasonable expectations. Our dream job, now a nightmare. What’s a marketer to do?

Because we’re the cheerleaders for the company, and because we love those shiny objects, we may look at social marketing tools and tactics as a hopefully inexpensive solution to the demands placed on us. We’ve heard a lot about Twitter, or we get conference mailers to new media events we can’t take the time to attend, espousing the green, green grass of branded Facebook pages and magically viral videos. Perhaps these are levers we can pull to generate success. But where to start?

Being overworked, often we turn to outsourced consultants, particularly in the case of trials. A quick Google search, or a trolling of LinkedIn, produces a glut of results, mostly saying the same thing: “social media guru.” “Marketing innnovator.” “Facebook expert.” In a hurry, we may reach out to one or two, to see how they approach engagements and brands like ours.

When money is tight and expectations are high, the last thing you need is a mistake to be held up to public scrutiny. You ask yourself, “should I go with a big agency? They’ve gotta be more buttoned up, right? Or should I find a best-of-breed consultant who specializes in this stuff?”

Part of the problem of a Google search for help is the level of noise. Social tools help extend brands like yours. They also help amplify the voices of self-named gurus. So sifting through the results can be daunting at best.

Here are six key traits I would recommend you look for, and watch out for.

1. Look for a media-agnostic perspective. Many people are enamored with the tools, extolling their virtues to eager, curious audiences. The reality is just that: these are tools. Not strategies. Not programs. Ask the consultant how they perceive social marketing tools and their place within a marketing mix that includes traditional channels. If you get the standard Cluetrain Manifesto response or someone who is all about the amazing miracle that is Twitter/Facebook/etc., keep looking.
2. Look for a marketer, not a technologist. Marketers often feel that these new tools are technical because they live on the Web, and therefore they are less qualified to investigate or even understand these tools. This could not be further from the truth. Marketers see tools in terms of brand, outreach, dialogue, and trust‚Äîthe real levers in market engagement. Technologists-cum-marketers often feel they are equally creative, have a customer perspective and understand branding, but the reality is they don’t‚Äînot really. Look for marketers who have embraced and utilized social tools as part of overarching awareness, conversion or loyalty campaigns. They’ll be speaking your language and you’ll know they have felt your pain.
3. Look for quality of thought, not quantity‚Äîclients, not followers. Many social media dilettantes will generate a cult following of people who are similarly enamored by the technology. The gurus will engage in endless and frequent conversations with their fans, exploring heady subjects like “by replacing their homepage with a Twitter search, did Skittles do something forward-thinking, or lazy?” That’s all fine and dandy, but what have these experts done with actual client brands? There are plenty of armchair marketers out there‚Äîdon’t mistake online popularity or digital verbosity with expertise. Food for thought: the people who are truly busy building digital programs for their clients don’t really have the time to create a daunting stream of social media run-off.
4. Look for selflessness rather than self-interest. Everyone has a mortgage to pay‚Äîthat’s to be expected. Yet what if a rocky relationship with a consultant turns ugly, and your brand (or even you personally) are paraded before a guru’s fanbase and the public as a Cautionary Tale, an idiot…or worse? What if an “expert” really doesn’t know what they’re talking about, and blames you for the results of a campaign? A successful consultant will act as a champion and advocate for their client brands AND their clients: helping you understand the new tools, and how to achieve your own goals. The best ones will place your goals over their own, even if it means passing up a possible long-term relationship to provide you with a short-term solution. Sharks don’t always need ramora fish to help keep them clean. Similarly, watch out for hangers-on who are more interested in a steady stream of work than doing the right thing for your brand.
5. Look for evidence of commitment. This is the Age of Non-Commitment. There are examples everywhere. It’s hard to commit to a job when the management team may not be committed to you. It’s hard to commit to a vendor when you’ve been screwed in the past. And if you’re a consultant, it can be hard to commit to completing a project if 1) you have a propensity for overcommitment, usually out of fear, or 2) when finding and locking down executional resources can be challenging. I myself am ashamed to say that despite a huge desire to be completely responsible, I too have flaked on a project. Never intentionally, but the client was impacted nonetheless. Look for client testimonials and proof positive that this “guru” has come through for people like yourself.
6. Look for final products, and ask them to fully disclose their role. “I’ve built a corporate blog for Client X.” Does that mean they threw a Wordpress installation together? Anyone can do that. Is there evidence of executive coaching in blog protocol? Discussion of how a blog can integrate into publicity efforts? Talk of engagement guardrails‚Äîwhen to engage trolls and when to be silent? It’s not a blog implementation that’s important so much as a consultant’s understanding of how it fits into an overall engagement strategy, knowing the difference between fluff and true value, and how to create a content creation process within the enterprise. Same applies for podcasts, Facebook fan pages, or a custom YouTube channel.

I’d also encourage you to attend great conferences like the Forrester Marketing Summit to hear case studies of marketers who used consultants to great success, or inquiring at your local AMA luncheon to see if any local folks have utilized your prospective consultant.

It’s tough to find good help these days. Vetting the gurus with these six filters in mind should help you find a truly valuable resource, rather than a noisy “tool guy” who talks a good game but is totally cool learning how to “market” on your dime.

my.commetrics.com

Twitter has gotten tremendous press in the last three years, has been used by presidential candidates, actors and seemingly the entire, highly vocal social media crowd. But many companies and brands still haven’t considered Twitter as a channel for brand dialogue and engagement. So let’s talk about how a marketing team can use Twitter as another arrow in their engagement quiver.

What is Twitter?

Twitter is a website that allows registered users to post short comments to their followers: other Twitter users who subscribe to your posts, or “tweets.” Posts can be made from the Twitter website, from numerous cell phone applications, and from instant messenger clients like AIM, so “tweeting” is very easy to do, from pretty much anywhere.

Originally, Twitter was intended to be a means of posting your status, such as you might do in AOL Instant Messenger: “I’m heading out now – back in 5″? or “working on a project.” Twitter’s founders launched the site in March 2006 as a “what if” proof-of-concept: what if you could take your status updates out of the IM clients and place them on the web? Now, less than three years later, what was created as a side project has turned into a full-blown short messaging service serving millions of users.

“Sounds like a whole lot of people boring the world with the mundane details of their lives.”

Not anymore. When Twitter was launched, many users assumed it was similar to IM status: a place to share the day’s details, like I’m having a sandwich, doing my laundry, heading out to a movie. Because of this initial start, Twitter developed a reputation as a place for others to bore you to death with incredibly self-interested trivia. But a much bigger set of uses was forming.

People began to tweet at conferences and events, starting with the 2007 South By Southwest Festival. You could “listen in” on commentary of people attending events, even if you weren’t there. Some dramatic events were twittered, such as an American student who was being arrested by the Egyptian police and alerted family via Twitter. Users started providing instantaneous updates from the scene of catastrophes. NASA provided real-time Twitter updates from the Mars Phoenix landing as if the probe itself was tweeting. And people with fascinating careers, such as Jim Long, an NBC cameraman on assignment with the White House Press Corps, provided insight into the events in their lives.

Brands get involved

Within months of launch, a few experimental brands saw the opportunity and jumped on the Twitter bandwagon. Delta Air Lines started tweeting special offers. Comcast, often a target of angry bloggers, began to answer customer service queries on Twitter. H&R Block started offering tax advice, and Aston Martin started sharing car news with AM fans. And news providers like the New York Times and the BBC began posting headlines.

Simultaneously, myriad applications were developed to allow easy tweeting. Twitterific let Mac users see tweets and replies in real time, while Twhirl provided the same functionality for Windows users. TweetDeck allowed a broader view of the conversations. TwitterMaps and the fabulous Google Maps mashup called TwitterVision allowed you to not only show where you were physically located, but also see where people were twittering from. Cell phone applications were developed for iPhone (here, here and here), Blackberry (here and here) and Windows Mobile (here and here). And widgets were developed to bring one’s tweets to any other website. All of this, of course, led to a tremendous rise in the number of users, resulting in the Twitter we know today.

And to answer the original question: if you find that someone is boring you with minutiae, it’s quite simple to unfollow them.

What other companies are using Twitter?

The list is too long to go into but this should give you a good idea of the brands who are using Twitter for outreach, customer service and engagement:

• Whole Foods
• Marriott International
• TJ Maxx
• Fast Company
• MTV
• Wall Street Journal
• ESPN
• Comcast
• Dunkin’ Donuts
• Starbucks
• Urban Outfitters
• Carl’s Jr.
• GE
• Overstock.com
• American Apparel
• Apple
• QuickBooks
• Dell
• CNN
• JetBlue
• Virgin America
• Ford

“What will joining Twitter provide me?”

It depends on who you follow, but Twitter can provide instant news as it happens, helpful professional hints, the chance to follow thought leaders in your industry, to connect with like minds or brand zealots, or the opportunity to merely learn more about people. Like a radio that can tune into a million stations at once, Twitter can connect you conversationally with people all over the world.

“Who should I follow?”

Like figuring out which cable channels you want to watch, finding people to follow involves a lot of trial and error. You can search for conversation topics, the city you live in, search terms from your profession or certain people by name.

As a marketer, you might want to follow Jeremiah Owyang of Forrester Research. Former colleague Steve Rubel of Edelman PR. The latest social media news from Mashable. Or social media professionals like Ford Motor Company’s Scott Monty.

You could follow ProfNet for a chance to get some press by providing a quote for a journalist, or NBC’s Jim Long for an inside view into the White House. There are many many options for new Twitter users.

If you want to see who is being followed by the largest number of people YOU are following, try Twubble. It’ll show you those most followed by the people you are following.

“What should I watch out for?”

1. Above all others: give Twitter time. It takes time, effort and thought to create a successful Twitter experience and to build a following. If you hang a Twitter shingle and only have a handful of followers, it may be that you aren’t providing value. You will get from this tool and the community what you put into them.
2. Do not use Twitter as a monologue channel. If you are merely spouting outbound messages, you will seem as uninteresting as a person at a cocktail party talking only of themselves. Twitter is about conversation, so converse! Even if it’s through direct messages, be sure to respond to inquiries and conversation starters. Remember that old interpersonal communications adage: the best conversationalists are the best listeners.
3. Assume that everything you tweet will be recorded permanently within Google search results. Everything. From now in perpetuity. Do not tweet anything you don’t want found. Assume it will live outside of Twitter as well as within it.
4. Not everyone on Twitter is who they say they are. For example, one user calls themselves “ComcastScares” evidently as a joking reference to ComcastCares, the official Twitter ID for Comcast. “4Starbucks” is a wag who makes fun of the real @Starbucks.
5. Not everything you read on Twitter is true. Should be obvious but warrants restating. It’s easy to react to a tweet but before you do, best to investigate before saying something permanent.

“What should I tweet about as a marketing professional?”

if you set up your own personal account on Twitter, decide what you want to use it for. Are you merely connecting with others? Are you sharing personal stories or experiences? Are you going to do a mix of personal and professional updates? Decide what you want Twitter to be for you.

Personally, I use it to demonstrate expertise and value. I post helpful tips, try to provide insights into my areas of expertise, as well as commentary on marketing trends. I also call out examples of bad marketing behavior and sometimes will talk about major cultural issues dominating the public consciousness. I typically avoid politics and religion unless they are part of a major discussion.

Think about how you might want to represent yourself online as a marketer and tweet accordingly.

“What should we tweet about as a brand?”

If you are using Twitter as a channel for brand extension, I would limit tweets to some combination of the following:

• Category/sector news
• Company news (that would interest more than a few folks at HQ)
• Current events that impact company business (e.g., are you a food manufacturer? Discuss the recent peanut recall)
• Talk about CSR efforts
• Pointers to genuinely-helpful thought leadership pieces on the company blog or in the press
• Reports from the floor of events such as marketing conferences
• Special offers to Twitter followers (discounts, promotions, contests)
• Customer service requests

“What should I not tweet about?”

As a rule, I counsel my clients to NEVER tweet something that has no value. Valueless tweets merely add noise to the stream and we’re all time-starved. Respect this time starvation by being succinct, valuable and interesting.

A press release about a minor rev of your software product may interest a few people, but chances are few will care. If you truly believe your followers will find it interesting, go ahead and tweet about it. If it’s questionable, I’d pass.

“How much effort will this take?”

Twitter is a qualitative, rather than quantitative, brand channel. It’s a great tool to build dialogue, engender trust, establish brand loyalty, and to raise awareness. IT IS NOT A MASS COMMUNICATION MEDIUM, nor should you consider it an outbound-only channel.

To cultivate a Twitter “garden” has required me to spend approximately an hour a week as an occasional “tweeter.” If you plan on really learning and making connections, expect to spend at least 2-4 hours a week getting started.

For those of you who shudder at the idea of adding another activity to your time-starved lives, I offer you this: social marketing is the New Marketing. Spend less time with older, less effective methods like email blasts and tradeshow booths and rethink your marketing program spend. Reallocate some of your time and effort away from older techniques and try the new. You’ll have fun, learn a lot and will be able to demonstrate new expertise and innovative marketing approaches.

“What is proper Twetiquette?”

Great question. It’s easy to offend an online community if you’re unfamiliar with the rules. Many of the following are currently open to debate, since Twitter changes so rapidly. My recommendations are:

• Stay positive. It’s easy to get snarky, easy to scoff. Unless you specifically want to critique or criticize, be shiny and happy.
• Thank people who follow you with a Direct Message. Twitter allows you to send private messages (called “Direct Messages” or DMs) to individual users. Rather than publicly replying, send a DM saying thank you.
• If someone asks you a question, respond via DM. If your response would benefit a number of followers, reply publicly.
• If it makes sense, thank those who retweet your tweets. If you see “RT @yourname” in your Replies, it means someone has found your tweet valuable enough to share with their own followers.
• There is some debate about automatically following those who follow you. Some think it’s only fair to follow those who follow you, as a sign of mutual respect. Others, myself included, only follow interesting Twitterers, regardless of whether or not they follow me. Like everyone else, I am time-starved and drowning in social media noise. So I thank them and continue to keep my Twitter reading workload to a manageable 400 or so.

“How do I attract a large audience?”

As with many social media venues, size is not what matters. You might have a small number of followers who are extremely vocal brand advocates. Or you may also have a large audience that provides little feedback and takes a lot of your time.

There is no formula for Twitter success, in my opinion, other than if you feel you are getting value out of your audience and spreading value back to them.

“How do I measure this activity?”

Twitter is new enough that metrics around Twitter programs are questionable. There’s no way to measure pageviews or impressions, other than followers. There’s no way to know if a tweet has impacted behavior other than if they respond directly to it. You could measure product or brand mentions but there’s no way to tie it to your outbound twittering. And finally, there’s no easy way to measure influence, although some are working on a formula.

WebAnalyticsDemystified has put together a formula to measure Twitter influence which, after some recent tweaks, looks reasonable. Enter the Twitter ID of yourself or someone else to see how influential that user is.

An earlier yet less substantial influence calculator is TwitterGrader. Follow @grader to get access to a report on your influence.

Yes, according to the Twitter Influence Calculator, I am “slowly emerging.” And I’m down with that.

In summary

In the mid 2000s, there was an explosion of Web 2.0  sites that mostly provide a one-off technology or service. Twitter survived the Web 2.0 shakeout that hobbled several competitors, including Pownce and Jaiku. Despite service outages and negativity from the uninformed, Twitter has prospered and grown.

Recent Compete.com numbers show Twitter.com to be at around 6MM unique visitors at the moment. However, that doesn’t include mobile phone or instant messenger users. Suffice to say this is one Web 2.0 channel that will continue to be both a benefit and tool for marketers.

Based on a survey of 6000 people across ten countries, some of the findings really support our contention that the efficacy of traditional channels is waning and that a groundswell of interest in social good is on the rise:

• Only 25% of people find contentment from the shopping experience
• Over 83% of consumers are willing to change consumption habits to make tomorrow‚Äôs world a better place
• 63% of consumers think brands spend too much on marketing/advertising and should put more into a good cause
• Globally, 80% of consumers feel that during a recession, it is still important for brands and companies to set aside money for social purpose

This thorough, thoughtful study can be investigated further at Edelman’s GoodPurpose Community.