ANA Marketing Maestros

The “Stigma” Associated with Social Media Sites for Companies—Does it Exist?

By Cara Schultz

Some companies are diving right into social media Websites, while other companies are slightly more hesitant when it comes to setting up a Facebook page or Twitter account. Although the idea of a disgruntled customer leaving negative feedback can be a bit intimidating to any company, a recent study from Pennsylvania State University confirmed that is usually not the case. After studying nearly 150,000 tweets, they came to a few positive conclusions. An article posted by eMarketer states, “Just 22.3% of tweets about brands expressed an opinion one way or another. The good news: Twitter users were much more likely to express positive sentiments than negative.”

   

What are your reservations with jumping on the social media bandwagon? Have you had a positive experience with social media sites and your customers? Chime in with your thoughts and opinions; we love to hear what you have to say!

Getting the Most Out of Your Social Media Campaigns

By Irina Skaya

A recent ANA/BtoB Magazine/Mktg survey reported that 66 percent of marketers utilized social media in 2009 compared to 20 percent in 2007.  In order to fund their new media efforts, 55 percent of marketers have already shifted funds from their traditional media budgets. In 2009 Web site ownership, search engine marketing and display advertising are among the new media platforms that received the most funding. And in 2010, blogs, mobile and video are supposed to be at the top of the list.

According to the survey, The top concerns for marketers when considering newer media platforms are the inability to prove ROI (45 percent) and having metrics to properly allocate the mix of traditional and digital media (43 percent).  Social media analytics is young and most marketers do not know where to start.  First thing is first: know what your objective is, what you are trying to measure. Do you want to know what people are saying about your brands? Do you want to see how people are interacting with your brands on specific social networks? Or do you just simply want to know upcoming social media trends or maybe what your competitors are doing in the social media space?

As the social media guru of the ANA, I always look for new measuring and monitoring social media tools. I came up with a social media metrics superlist-my favorite online tools that will help marketers get started with social media analytics.

PS. They are all free!

• Twitalyzer: measures brands' and individuals' impact and success on Twitter by reporting on relative influence, signal-to-noise ratio, generosity, velocity, clout.
• Keotag: monitors mentions of your brands across dozens of Web sites, including Technorati, Blog Pulse, Google Blog, del.icio.us, Blinklist, Twitter, Bluedot, Newsvine, Digg, Blog Lines, YouTube, and more.
• Trackur: a 14-day free trial allows you to monitor your brands' online reputation and your competitors', and track your campaign's effectiveness.
• Social Networking Media ROI Calculator
• Blog Metrics

The ANA Marketing Insights Center has a great number of resources for marketers who would like to utilize social media to learn more about their customers and engage them directly and involve them in their brands.  In the ANA Today newsletter, "How Social Media Transforms Marketing," and "Skittles: Follow the Rainbow on Twitter" are the top-read articles. The above articles are available for ANA members only. If you are not an ANA member, browse through our 101 library where we have an abundant amount of social media resources, including "Marketing with Twitter."

If you use other social media tracking tools, please feel free to share them with us. We'd love to hear from you! Leave a comment or email me at Irina@ana.net.

Social Networks

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Golden Opportunities on Twitter

By Irina Skaya

Not a day goes by without someone asking me, “Why do you use Twitter? It’s so useless. Why do I care what you are up to every second of the day?” Wake up people! You are missing out on engaging with and learning more about your customers.  As Cynthia Ashworth, Vice President of Customer Engagement @Dunkin’ Donuts said, “We don’t have to justify Twitter. It’s free customer-service.” Indeed it is, Cynthia. It’s a free focus group and a cheap option for collaboration.

As I try to keep up with the cutting edge marketing trends, I enrolled in a two-hour course on Twitter Love where I learned how marketers can utilize the microblogging Web site to promote their products and services, research consumer insights, improve customer service, converse with and engage their customers, and group collaboration.  For instance, @JetBlue is using Twitter to help improve customer services and teamwork across business units.  As a customer service tool, Twitter’s benefit is that everything people say about your product/service is public on Twitter and is easy to find via using their built-in search tool. This makes Twitter an instant focus group with over 10 million participants, many of whom are your customers.  Collecting customer feedback via Twitter is easy and effortless, especially when you compare it to the number of responses you get back through email surveys.  Zappos is using Twitter to make personal connections among employees, and between the company and its customers.  For those marketers who want to improve their corporate culture and customer service, Twitter is a great tool.

So just like there was Facebook and then came LinkedIn, a professional social networking Web site, Yammer is like Twitter for business. Yammer offers groups for discussions on a subject between people in the same workgroup. It can connect employees from different departments, so if you work in a 500+ company, you won’t feel like just a number anymore.  Although some may argue that Twitter and Yammer may be distracting and may affect employees’ productivity, it can, if used moderately improve corporate culture by connecting employees to one another and letting them know what the organization is up to, its achievements and pretty much anything.

So for the Twitter rebels, get on it, add ANAmarketers to your list of the following, and most importantly, start talking and listening to your customers.  And here are some Twitter tools to get you started:

TweetLater.com – helps you in following everyone who follows you; includes auto DMs and a tweet scheduler.

Twitter Karma - keeps a follow-to-follower ratio in order for you unfollow those who are not following me, with a few exceptions.

TwitterCounter - see my followers in graph form. It also predicts how many followers you will have in 30, 90 or 365 days.

TweetDeck – as an Adobe Air app, TweetDeck allows you to see your @replies, direct messages, timeline, and a lis of folks you follow whose Tweets you want to make sure you read. You can also use it to update your Twitter and Facebook accounts simultaneously. I use and love this tool!

PS.  Download our most-read 101 on Marketing with Twitter. 

The Twitter Revolution

By Irina Skaya

You know Twitter is powerful when the tiniest and the poorest country in Europe, Moldova, where I was born is tweeting to draw thousands of people to antigovernment demonstration in its capital, Chisinau following preliminary election results that show that the ruling Communist Party has won the majority in weekend parliamentary elections. Not only are the Moldovans are using Twitter to announce information about the organized protests, but are blogging and tweeting to spread the word to the West. In my opinion, that is their exact intent—if you did not know that Moldova was a country, now you certainly do.  If that wasn’t the case, they could have easily used Friendster and LiveJournal, which is still the number one choice of social networking sites for Eastern Europeans.  So how powerful is Twitter?

To illustrate just how powerful blogging is, one of the leaders of ThinkMoldova youth movement has posted a blog to spread the word about the demonstrations, and within hours, she was able to recruit 10,000 people to join the rally. That’s a staggering number period, but for someone who comes from a town of a population of 10,000, that is ‘ginormous’. 

This is not the first time the Internet has been used to gain support in political rallies, but this is the first Twitter revolution to date.  Why was Twitter so effective in organizing the demonstrations? One microblogger said, “When you follow somebody, you usually know this person, so you trust this person — it is coming from a real person, not an institution.”

In tough times, most companies do create new brands—they still to the well-known existing brands to avoid risk. My theory is as long as we create good products, consumers will use them and spread word about them via the Internet. But the Twitter revolution that took place in Moldova shows that social media and blogging is so powerful and is truly changing the way we communicate, marketing online, and do business. 

Let's Get Digital

By Barbara Bacci Mirque

I recently attended Shelly Palmer’s Get Digital seminar (http://tinyurl.com/crfhsr.)  (I am now so digital I figured out how to create a tiny url instead of having to rely on Irina Skaya to create hot links for me!) I have known Shelly for a few years since our work together on interactive television so I was intrigued by his fast track class to becoming a digitally savvy marketer.   

As many of you know from ANA’s MME 2010 study fielded in collaboration with the AAAA, IAB and Booz & Co., most marketers know they need to be digitally savvy. They also realize that they are not.  So classes such as this one which are about building personal skillsets, or the ANA’s own digital marketing class which teaches you how to market digitally, are sure fire ways to jump on the digital bandwagon.  Or as one of my classmates so succinctly stated, after attending the class at least he now knows what he doesn’t know! 

So here is a crash course on how to build your own digital skillsets: Join Facebook and post photos to it and write on your friends’ walls, join LinkedIn, write a blog, create a personal website, start using Twitter, study Google apps, buy a really good PC or Mac, use a PDA, purchase a URL of your own name, and learn how to back up your files.  If you aren’t engaging in these activities yourself, how can you determine the best way to market to your consumers – many of whom are?  You can also read some great case studies from digitally aware marketers in the ANA’s Marketing Insights Center. I know I have forgotten half of what I learned so if you are a digital novice then be sure you have some young marketers on your staff to reverse mentor you.  Now I have to sign off and go find Irina to explain how to create those hot links again!

To Twitter or not to Twitter, that is the question…

By Barry Garbarino 

As a former employee of AOL and a few other hi-tech companies, I have always felt the need to be on top of whatever new technology that comes my way.  It could be said that I wanted to be an early adopter from an early age (well, as early as I could get, considering that I typed my last senior high school English paper on an IBM Selectric typewriter, but I digress.)  Social media and user generated content seems to be all the rage now.  I will fully admit that I do the occasional status update on Facebook and give a peak (to my friends) on what is happening in my life at that point in time.  From time to time I will also post the lyrics to certain songs (or YouTube videos) that I know will get stuck in people’s heads – it’s a public service that a few of us started a few years back and believe me, there are some whoppers that will take weeks to get out of your head.

For example the following was posted some time back on my Facebook page.  See if it gets stuck in your head (you got to love digital technology!)

That brings me to Twitter.  Some people absolutely love it and others have no idea why people would want to share all this information.  Many companies are jumping on the Twitter band wagon and are utilizing this tool to inform, entertain and connect to their consumers.  Consumers are utilizing Twitter to stay informed and to connect with a larger audience then they may have on other social media sites like Facebook and MySpace.

I came across the following videos on YouTube and thought that anyone who has an opinion about Twitter would get a kick out of them.  Let us know what you think!

Social Media is Not a Paine in the Butt!

By: Barry Garbarino

It seems that lately more and more people are re-connecting on sites like Facebook, Myspace and BeBo. Gone are the days that we wait until our 10^th, 20^th or even 50^th class reunion to reconnect with friends from the past.  Unlike the awkward experience of trying to catch-up in three hours or less (at the dreaded reunion, which is sometimes held in the gymnasium of one’s alma matter), individuals are able to re-establish relationships and build on them through social media. 

I know this from daily personal experience.  There are numerous people that I have reconnected with over the past year that I have had little to no contact with for many years.  It seems like it only takes two or three days to recount the memories, bring each other up to speed and resume a “virtual” friendship all over again.

In many ways, social media is a very American institution.  I know that it might sounds crazy, but back in the late 1700’s there were many people blazing the trail of social media.  In a way, Thomas Paine produced some of our country’s earliest social media.  As the author of Common Sense, Paine helped start the long tradition of media produced by the people for the people.  He would later write The Crisis, which helped inspire the Continental Army and assisted to swell its ranks!  It was such a popular pamphlet, that as a percentage of the population, it is estimated that it was read by or read to more people than today watch the Super Bowl. 

Ok, so while most people today use social media as away to connect with friends, families and new people, many companies and organizations are also utilizing it to reach out to their audiences in new ways. 

(Insert shameless plug for ANA’s social media.)

Well, if you haven’t joined the ANA as a fan on Facebook or visited us on Slideshare, or Linked-In with one or more of us, or even Twitter’d, you should check us out!

We’ll see you in the cyberspace!

Inauguration in the Age of Social Media

By: Irina Skaya

January 20, 2009

7:00 a.m. - Woke up and turned the television on to watch continued inauguration coverage by Diane Sawyer and Charlie Gibson.

8:00 a.m. - Picked up the NY Daily News newspaper to read the schedule of upcoming inaugural activities.

9:00 a.m. - Logged on to www.abc.com/news to watch live coverage of Barack Obama's swearing-in as the 44th President of the United States.

9:15 a.m. - Updated my Facebook status to share my enthusiasm with friends.

My day was not atypical. For decades, people have passively set in front of their television sets to watch historic events like the inaugural celebrations or the Watergate hearings. The historic inauguration of Barack Obama, the 44^th President of the United States and the first social media President, flocked viewers to the online live nation-wide celebration coverage and social networks such as Facebook and Twitter where users actively updated their “statuses,” and microblogged to share their reactions with the rest of the world.

When I logged-on to the Facebook Web site to update my own “status,” I was pleasantly surprised at the exorbitant number of status updates I’ve received from friends—and how much more enhanced the experience became for me. Some of my friends were reporting live from the event, uploading photos almost instantly via the use of their mobile devices. Others who celebrated the historic moment elsewhere also uploaded our own photos and videos to the social network. I, myself, have uploaded a couple of photos and video (to Facebook and Barack Obama’s online photo album) from Times Square where a small group of ANA co-workers and I witnessed the inauguration of the first African-American president. In minutes, I edited the video using the editing software that came with the flipcamera and posted it to the Web. In a way, we were all reporters for the day with the help of mobile devices and pocket-size camcorders. It felt great to be able to actively participate in the inauguration (the non-traditional way) and share my impressions with friends in real-time.

Even for those of us who weren’t in Washington, we still felt the camaraderie and unity within the social community. I am looking forward to the new administration and to further explore the power of the social media.

TV widgets...upcoming trend of 2009?

By: Irina Skaya

Apparently, widgets are taking on a new life--they are now coming to a TV near you! And who is behind this revolutionary thinking? Yahoo! in partnership with Samsung, Sony, LG Electronics and VIZIO announced their launch of an internet widget-based function for the TV, this week at the CES conference. The idea behind this Widget Channel is to develop mini-applications that can complement TV viewing with information from the Internet, providing viewers with relevant and targeted information while enhancing their television watching experience. Widget Engine combines key attributes of the Internet, including openness, community, and personalization, with the power of television.

This is great for advertisers because the widget could allow users to purchase products advertised on TV from online store. There are several applications planned such as MySpace, Twitter, Flickr, eBay, CBS, Netflix, Blockbuster, New York Times and various Yahoo! widgets.

We all know that despite the rise of the Web, TV is not going anywhere. People still spend more time watching television than they do on the Internet. TV widgets is a great way to converge the two. For instance, MySpace users will be able to access the widget using a remote and type message to their friends using an on-screen keyboard. Flickr users will be able to share photos with family and friends or watch a slideshow on their TV screen. Many of the widgets are still in the development process, but you can preview them here.

Don't Drink and Email: Google Prevents EWI

By: Irina Skaya

It’s Friday night, and what began as happy-hour sangrias at a local tapas bar turned to a few pitchers.  After a long night out with friends, you stumble home and plop down in front of the computer to find a not-so-nice email from your ex or boss.

While firing off at your ex or boss may sound like a good idea in the wee hours of the morning, “drunken dialing” may be mortifying the next day. Like a good friend who’d stop you from making a fool out of yourself, Google’s new Gmail service called Mail Goggles, active only on weekends and between midnight and 5 a.m., (when you’ll most likely need it) will now prevent EWI (emailing while intoxicated) offenders from sending remorseful and flamming late-night emails.  How? Mail Goggles will ask you a series of five elementary math questions that you must answer within 60 seconds—the questions may be easy to someone sober, but after the fifth drink, can become a bit of a challenge.

The program is simple and unique. Google establishes itself as a reliable friend to the consumer, and will become quite popular among bar regulars and party goers. I am looking forward to see how this new feature will play out among consumers.

If you're ever in need of EWI intervention, call Mail Goggles to the rescue! Simply go to the settings tab under Gmail, select lab, and then the Mail Goggle feature.