The Quisenblog

Ah, 2009. Yeah, for the most part it’s been a year you’d like to forget. But though they may have been few and far between, there were some stellar things worth cheering about in the world of marketing. Here is a very short list of some of my favorites, arranged in a bronze-silver-gold kinda way. If you have your own list of kudos you’d like to share, we’d love to hear from you.

Bronze: The Tourist Council of Queensland (Australia). This collection of tropical islands along the Great Barrier Reef is indeed a stunning destination. The “normal” way of promoting such a destination is to produce a stunning TV spot with great footage of all the cool stuff you can do there, then run the crap out of it on TV. The Council didn’t have a “TV budget” to work with, but it wasn’t about to let that get in their way. They created an online promotion inviting web site visitors to apply for the “Best Job in the World”—the position of “caretaker” of the islands.

In the words of their web site, “The Caretaker of the Islands of the Great Barrier Reef is a newly created position. There are a few minor tasks that need to be taken care of, but the most important duty is to report back to Tourism Queensland (and the world) and let us know what’s taking place on the Islands of the Great Barrier Reef.”

This promotion was pretty much restricted to online and Social Media only, and generated more than 1.4 million application videos being uploaded to the Council’s site. Once the Caretaker was “hired,” fans were invited to follow his daily progress on his blog, creating year-round engagement. Most importantly, in a year when most destinations suffered double-digit declines, Queensland enjoyed its best tourist season ever.

Silver: The “smile” campaign from American Express. It’s been quite a while since I’ve seen a TV campaign with such a brilliantly simple concept, impeccable art direction and timeless music. Proof you don’t have to scream at someone to get his full attention.

Gold: All the contributors who made YouTube THE Social Media story of 2009. From Susan Boyle to the Evian Skating Babies to the Microsoft slip-n-slide to the lady who uploaded the home video of her sleep-walking dog (and to the creators of all the mash-ups that followed), the heroes of this emerging platform are many.

With broadband penetration now nearing 70%, and more than 88 million videos being upload just to YouTube every month, the computer and smart phone is becoming the “screen of choice” for many. Look for 2010 to be the “tipping point” in the video revolution, where video will play an important role across all Social Media platforms.

I’d love to hear your thoughts on who deserves to be named a “Marketing Hero of 2009.” Drop us a line.

And may you have a Happy and Prosperous New Year!

Posted by Mickey

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Mickey Ramblings, Social Media American Express, Best Job in the World, Evian, island caretaker, Microsoft slip-n-slide, Rollerskating Babies, smart phone, smile campaign, social media platforms, Susan Boyle, Take Charge, The Tourist Council of Queensland, video revolution, YouTube

This week’s social media blog posts:
Monday: The Social Media Manifesto.
Tuesday: Social Media and business.
Wednesday: Your Social Media strategy: What are you hoping to achieve?
Thursday: Social Marketing turns the Media Funnel upside down.
Friday: Action steps for getting your business started in Social Media—today.

(This is the fifth in our series of Social Media posts for the month of October. We look forward to your feedback on this series.)

Trying to simplify the act of developing a Social Media strategy into a bite-sized blog post is sort of like trying to explain the Declaration of Independence in a 140 character Tweet. Something’s going to get left out.

So rather than attempt to be a comprehensive “how-to” post about Social Media strategy, we intend this as more of a “view from the mountain top” of things to consider when developing a Social Marketing strategy.

In a basic sense, developing a strategy for Social Media is much like developing a strategy for any other marketing endeavor. The intent is to create a “road map” you can follow that encompasses goals, audience definition, budget, tactics and content. And then, defining the metrics by which you’ll be able to discern whether or not your program was a success.

Let’s be clear here that Social Media by itself is not a strategy. Social Media amplifies your strategy. It provides a more natural, non-intrusive, organic way to demonstrate your core values to your audience, and allow them to share ownership of the brand.

Here are seven basic questions you’ll want to consider when developing a Social Media strategy:

1. What you are hoping to achieve? Are you hoping to find new customers? Re-activate inactive customers? Get customers you already have to try something new or change behavior? Use it for customer service? For feedback? To evaluate new product ideas or concepts? Then decide on metrics: How will you know if the program has been successful?
2. What level of involvement do you (the brand) intend to have? Will you employ a passive model of “listening” to gather intelligence? Or are you willing to adopt a more aggressive “hub and spoke” model where there is active interchange between followers and between you and followers?
3. Which platforms meet the goals you have set and the involvement level you have determined? If all you want to do is listen, you may be able to get by with using Google Alerts, Technorati (to see what people are bookmarking) and RSS feeds (to subscribe to blogs/newsletter from thought leaders and influencers). For customer service, you may wish to integrate a real-time platform like Twitter. For community building, you may wish to use a social networking site like Facebook, LinkedIn or Ning. And if you want to build your own platform, you may wish to build your own microsite(s) and drive traffic with Search Engine Optimization, paid search (key words) and perhaps even banner ads. The key is to set your goal first, then decide on which platforms will help you get there.
4. What is the narrative, or “story” you wish to convey? What do you want your audience to think after having engaged with you? How do you want them to describe the organization? Make sure the content you develop is consistent with that. Just like a good 30-second TV spot, every 140-character Twitter post, YouTube video or Facebook blurb contributes to the overall brand narrative.
5. How will you build an audience or community? Effective communities are started with passionate users/customers. Who are your influencers? How will you find them, and what will it take to involve them? (Some of our posts to come may give you some ideas.)
6. What will keep your audience engaged? The key is to stay relevant. Emailing a 10% off coupon may attract a lot of attention the first time you do it, but it is important to recognize this act as a conversation-starter. What are you going to do to follow that up?
7. What’s next? Monitor and adjust. The beauty of Social Media is that you can see reaction in real time. So if you’re not getting the information feedback you’re looking for, try something new. If you find one platform is outperforming others by a wide margin, put your emphasis and attention there. Try to understand what content drives engagement, and focus on what that next layer of content might look like.

At its best, Social Media can help you identify your most passionate users and engage them in meaningful discussion. Social Media strategies can be simple or complicated. It all depends on the goals you have and the level of involvement you feel comfortable with.

The important thing is to have a strategy.

As always, we look forward to your feedback on this series. If you’re not currently receiving the Quisenblog, you can subscribe here.

Posted by Mickey

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Mickey Social Media audience engagement, brand involvement, brand narrative, social media platforms, successful campaign, user involvement