5 Elements of a Successful FaceBook Page

---

by Samir Balwani

Samir Balwani is a social media marketer who helps businesses create effective web strategies. You can follow him on Twitter and get his newsletter.

For many companies a Facebook reviews fan page is an integral part of their social media campaign. But, what elements help fan pages build up large followings and what can brands do to emulate the success of others? I’ve put together a list of specific elements that I believe have helped create fan pages with large, engaged, followings.

1. Networking with other platforms

Building a large following requires a network of other platforms, working in conjunction to drive visitors to your fan page. One brand that does that well is Victoria’s Secret with their PINK line.



As you can see, on their PINK landing page they have a link to their Facebook fan page and their MySpace profile. Victoria’s Secret leverages the traffic their home page gets and pushes them to their Facebook fan page.

Many companies lack this level of dedication, expecting their consumers on Facebook to find them automatically. However, that’s not usually the case.

When is the last time you went looking for a brand’s Facebook fan page? More often than not, a consumer will stumble upon the page, either through a friend or from a hub, similar to Victoria’s Secret’s PINK page.

Understandably, the fact that the demographic targeted by Victoria’s Secret PINK, aligns exactly with the demographic that is most active on Facebook, has helped grow the group as well.

Key Takeaway: Connecting multiple social platforms and a hub from the brand website, can help funnel consumers throughout the network.



2. Creating a resource

Some pages are used as connection hubs, but others offer information pertinent to their consumers. They use the information as added value to have consumers create a connection with the brand.

Dell has done a great job with their social media resource for small businesses. Understanding that small business owners buy computers, by offering them this resource, small business owners interested in social media keep Dell top of mind.

Although, Dell can’t explicitly gauge the success of this program in ROI, it is a branding exercise. Also, since they offer deals and updates on new products on the page - the page does have a chance to convert small business owners into Dell consumers.

Key Takeaway: Offering a resource page allows a brand to target a new demographic, outside of those that already know and love the business.



3. Creating contests that include participation

For brands that want fan pages to have added value (a reason for users to join the page, aside from brand loyalty), but don’t want to become a resource portal; offering contests and coupons specifically to Facebook users can entice consumers to join.

Sears offered fans a $10 coupon to use in stores, giving consumers a reason to join. Clicking on the coupon takes you to a page where Sears collects your information and sends you information about the coupon, deals, and offers. There’s no way to make sure the coupon is given to only Facebook fans, however like Sears, brands can require an email before receiving the coupon.

Key Takeaway: Offering something to consumers to join can help build a large community. Some examples of things to offer: Coupons, free shipping, weekly deals.



4. Empowering pre-existing pages

One of my favorite stories about social media involves the Coca Cola Facebook page. The fan page was created by two users who liked Coke. What started as a fan page for fun, turned out to be the largest product fan page on Facebook.

Coca Cola, instead of taking over the page and making it their own, rewarded the fans by bringing them to Atlanta and giving them a tour of the Coke facility. The fan page remains theirs, but now they have the blessing and help of Coca Cola.

By empowering the fans to keep their fan page, Coke ensures a passionate page owner.

The Coca Cola marketing team was also smart enough to realize that letting others know what happened here would work in their favor. The fan page creators were told to make a video of the history behind the fan page, and how Coke had reached out to them and rewarded them for this.

The video shows future ‘brand enthusiasts’ that creating successful groups around Coca Cola can result in rewards and recognition.

Key Takeaway: Taking over unsanctioned Facebook fan pages isn’t always the best idea. Instead, rewarding dedication can inspire others to do the same.




5. Targeting the proper demographic

Sometimes no matter what you do, your Facebook page won’t grow. This can simply be a side effect of Facebook’s demographic. There are just some brands that will not have a strong presence on Facebook.

Understanding the demographic present can help you decide if Facebook is worth it for your business.

From Quantcast estimates, we can tell that Facebook skews towards female youths. Interestingly, 53% of users have kids and a majority make over $60k a year salary. Obviously, over 50% are college kids. The demographics that make up Facebook are changing quickly, as more moms have begun to join and the college market has become saturated.


Armed with this knowledge, Seventeen Magazine jumped on to the Facebook fan page bandwagon. Their brand targets the demographic most prominent on Facebook, meaning a fairly quick and organic growth.

For companies whose brand does not target the optimal demographic, finding a specific line that does, works.

Consider the brand mentioned earlier in this article, Victoria’s Secret. Instead of putting the entire brand on Facebook, they targeted the PINK line, a line for college students.

Key Takeaway: Some brands cannot expect huge followings on Facebook. Brands or product lines targeting the demographic most prominent on Facebook tend to see the quickest growth.



I purposely did not talk about using advertising to increase the size of a fan page, because although it can be useful to jump start a fan page, organic growth can help build a more engaged group.

Creating a Facebook fan page is simple, but getting it to work well takes time, dedication, and some planning. Don’t expect to create a page and then have a huge following instantaneously. Build good content, make it easy to share, and let people know about it, and over-time the community will grow.

A Walk Down Memory (1MB) Lane

The Apple Lisa
1983
A mere $9,995 (1MB)

Where were you in 1983?

HOW TO: Use Social Media for Travel Research

<
by Ben Parr

Whether you’re traveling to another city, state, or continent, putting in a few hours to do your homework can mean the difference between a great vacation and a week full of headaches. Finding great local restaurants, comfortable sleeping accomodations, and hidden gems should be on the top of your travel list, no matter if it’s a one day business trip or a permanent move to Thailand.

In the past, this type of information was exclusive to travel agents and generic travel books. However, with the rise of social media and stronger interconnectivity, you can get the real story, avoid the tourist traps, and meet real locals. This guide provides an overview of tips and tools for using social media as a travel research tool.

--------------------------------------------------------------------------------

Step 1. Utilize Wikis and Blogs for Travel Education

--------------------------------------------------------------------------------


A wealth of information and tips are available in blogs, user comments, and wiki articles. These will provide you with the information found in most travel books, but in a condensed and searchable format. Blogs and wikis have a more human element to them as well - the debates users have on these articles helps combine the best information from multiple minds, instead of relying on the opinions and advice of one or two authors. Some places to visit:

Wikipedia reviews - Wikipedia goes without saying, but make sure to read the discussion on the cities and countries you are traveling to; these reveal some great information.

Wikitravel - Wikitravel is an impressive collection of user-generated guides to destinations across the world. It covers food, hotels, events, and even the safety of different locations.

Gadling - Gadling is a popular travel blog, part of the AOL Weblogs network. It is filled with a wealth of travel information

Concierge - Concierge is a Condé Nast magazine, but also has a great series of blogs for those interested in smart traveling, learning about new destinations, or even culinary delights.


--------------------------------------------------------------------------------

Step 2. Scope Out Locales Using User Reviews

--------------------------------------------------------------------------------



Picking out the best restaurants is tough, so let others do the work for you. Social media is a great way to share reviews of restaurants, tourist destinations, and local businesses. You can pick out some top destinations beforehand or at least avoid locations with bad reputations.

The most common user review website for travelers are YelpYelp reviews, and Tripadvisor. But when you’re on the ground, be sure to use Where To? for the iPhone. Where To? connects to Google MapsGoogle Maps reviews and your GPS to find points of interest.


--------------------------------------------------------------------------------

Step 3. Connect With Locals

--------------------------------------------------------------------------------


You’ve found information on the location you’re visiting, and now you’ve read user reviews of top restaurants. Now what? It’s time to really use social media to your advantage. Make new friends in the areas you are going to visit using social networks and social media.

Social media is entirely about people and the information they have. You’d be surprised how willing they are to share their first-hand knowledge. Some useful tips:

@reply locals using TwitterTwitter reviews: Twitter is the perfect platform for open conversations about locations. Use the near:location Twitter Search command to find recent tweets near any major city. And then just introduce yourself and ask some questions.

Search your FacebookFacebook reviews friends by location: Take a look at your existing network to see if any of your current friends grew up or currently live in your destination. You would be surprised to find out how many different and unique locales your friends have lived at.

Meet up with the locals you connect with: If it’s within your comfort zone, it’s always an interesting time when you actually meet the locals you talk to. Have them show you the ins-and-outs of the city or the countryside. But do your research on the people you meet for your own safety. Read their blog, their tweets, and friend them on Facebook.

--------------------------------------------------------------------------------

Step 4. Share Your Travel Experience

--------------------------------------------------------------------------------

None of this information would be available to you if it were not for the hard work of others to put it in digital form. So return the favor and add your experiences to a wiki, tweet about the attractions you visit, and be open to answering questions about your own hometown.

Social media is a great research tool, especially for things as subjective and personal as travel destinations. Utilizing the reviews and thoughts of others can make your trip a lot more exciting and a lot less stressful. Travel to get away from the stress, not to add to it.
--------------------------------------------------------------------------------

Facebook May Be Traffic Driver, but Won't Reap Search Dollars

Why Social Media Is Complementary to SEM

Posted by Peter Hershberg

I'm a big believer in the notion that search marketing and social-media marketing go hand in hand with one another. I've seen firsthand how they interact on search results pages and how insights from one channel can have an impact on the marketing efforts for both. What does seem odd to me is that some marketers and observers seem to view search and social media as oppositional either-or propositions.

Now, knowing the growing impact of social media, it was only a matter of time until we started seeing headlines like the recent Ad Age article titled "Facebook Sending More Traffic Than Google to Some Sites." It's an interesting article and well worth reading, but what really got my attention right off the bat was this sub-headline, "Will Search-Marketing Dollars Also Shift to Social Media?"

The answer to that question is no, they will not -- at least in the short term. However, SEO may become a bigger factor in maximizing social media's impact in a search environment as the channel begins to mature and find a way to successful monetization through marketing.

Granted, the massive number of consumers using social media platforms presents a huge opportunity for marketers. The problem right now, however, is that most social networks currently offer advertising programs that do little, if anything, to align the interests of consumers, advertisers and the platforms themselves.

Social networks do drive huge amounts of traffic, but the campaigns we -- and many other marketers -- run typically don't involve paying a site money, largely because the paid ad programs they have offer no real incremental benefit to our clients (through data, targeting, etc.) above and beyond what we'd get for reaching out to people in a more direct fashion.

It's a phenomenon that can be seen in the latest Forrester Research report on social media. Forrester found that social media marketing budgets are currently incremental at best (though they are expected to increase substantially.) The real spend on social media occurs in places that can't be measured by looking at money coming into social platforms. Rather, it's in budget that's used to optimize brand profiles, initiate and monitor conversations, and to spread access to other assets like television ads on sites like YouTube.

To see just what I mean, I think it's illustrative to add context that tells us why some sites are benefiting from visibility on Facebook in comparison to Google. The specific sites the article highlights are PerezHilton.com, Dlisted, CafeMom, Evite and video site Tagged.com. As the article notes, there are a variety of reasons why Facebook has turned into a big traffic-driver for each of them compared to Google.

CafeMom has a Facebook fan page, which undoubtedly drives traffic back to its site. As for Evite, it seems fairly obvious that people don't typically visit a search engine like Google or Yahoo to see what events they've been invited to. More likely, Facebook is being used to bring a group of people together around a single event (there are currently 413 of them that show up when doing a search for "Evite" on Facebook events) and then clicking-through from Facebook to an Evite page to RSVP after they've learned about the event. Lastly, Tagged.com benefits from the popularity of video clip posting and sharing within Facebook – many of those users ultimately end up visiting the site where the original video was posted.

I suspect Perez Hilton and Dlisted appear on this list for similar reasons. People who are fanatical about celebrity gossip know what sites they're going to visit every day (or many times a day) for the latest news. And when they see something of interest, they're undoubtedly sharing links across Facebook, which ultimately drives some of the people they're connected to back the original site to read the full story.

In comparison, when it comes to generating organic search traffic, gossip sites suffer from the same problem as other news tabloids do -- specifically, witty headlines that resonate with users (e.g. "Life's a Beach" headline for a post about Paris Hilton and some guy named Doug Reinhardt on the beach), but mean nothing to search engines trying to determine relevant content. As a result, these stories typically struggle to rank well organically on sites like Google which in turn does not send significant volumes of visitors to these sites.

With all that in mind, if you agree that the Facebook traffic the article is referencing was primarily driven by shared links, then Facebook isn't benefiting from it in any way. There is no paid media component to talk about and therefore, no dollars currently being spent in search that could possibly go towards this effort in social media. Outside of fees that could have been paid to an agency, it's basically free traffic. I don't believe that Perez Hilton, for instance, is making media buys on Facebook, but people share links to his stories like crazy and significant traffic is being driven to his site as a result.

I would also bet that there is some percentage of traffic that was ultimately driven by Facebook, but actually originated from a search engine. In other words, someone went to Google, found a link to a Facebook profile, and then clicked on a posted link and ultimately through to a company's website. In this instance, search and social media are complimentary, not competitive.

Ultimately social media properties like Facebook and Twitter will be indexed by the major search engines on a more regular basis, filling the need for "real-time" search and offering more relevant content. As this happens, the traffic these sites drive across the web will be much, much greater than what we've seen to date. In the short term, I don't believe that will ultimately equate to media dollars being reallocated from search to social-media properties, but you could make a case that it leads to a greater investment in initiatives like SEO to tie these together in an more meaningful way.

In the long term, all of this might change as social media platforms discover ways to monetize that brings marketers and users together to the benefit of all of the parties involved.

~~~
Peter Hershberg is managing partner at Reprise Media @hershberg on Twitter)

How to Get Things Done with Twitter

Post written by Leo Babauta. Follow him on Twitter @zen_habits

Let’s face it: a growing number of people are using Twitter these days, spending a lot of time on Twitter, and still need to get things done on Twitter.

If you want to spend a lot of time conversing with people on Twitter, that’s great … but many people still need to get their tasks done. Let’s take a look at how to do that.

Why use Twitter to get things done? Twitter isn’t necessarily the best platform for getting things done … but if you’re already using it a lot, it might be easier or faster for you to do things while still in Twitter. Note: I don’t take responsibility for any of these services — if they don’t work well, check with them! :)

Here’s how:

1. Reminders. Need a quick reminder that you have an appointment, or need to follow up on something later? Follow “timer” on Twitter, and send it a direct message with a reminder time and it will ping you at that time. For example: “d timer 30 pick up Chloe”.

2. To-do list: A couple of popular to-do services are on Twitter: Remember the Milk (on Twitter) and Nozbe (on Twitter). Follow them and send them direct messages to add things to your to-do list, or to check the items on your list.

3. Calendar. If you use Google Calendar (gCal), go to Twittercal, then follow gCal on Twitter and add events by sending direct messages to gCal. For example: “d gcal meeting with paul tomorrow at 7pm”.

4. Delegate. If you’re going through your to-do list or email and find a task that’s better suited for someone else, sending that person a direct message (assuming they’re on Twitter) can be quicker and easier than sending an email or making a phone call.

5. Follow up. The same applies to following up. I’ve done it a bunch of times — instead of opening up your email program, composing a new message, typing in the person’s address and the subject line, and then writing the email … you can just direct message them on Twitter: “d zen_habits don’t forget to answer my interview questions, you berk!”

6. Accountability with goals. Want some extra motivation to achieve your goals? Announce through Twitter or on your blog that you’re going to post your progress updates every day on Twitter. For example, if you’re trying to eat healthier, you can post everything you eat on Twitter. Trying to exercise? Post your workouts on Twitter. It’s great motivation, and you can get some support and encouragement from your Twitter friends.

7. Get info or ideas quickly. If you have a good Twitter network, you can ask a question and usually get a few responses quicker than many other methods. I’ve gotten website and service recommendations, ideas for a post I was writing, restaurant recommendations, people interested in a job, and more.

8. Do real work. It’s possible to do real work on Twitter — people have written stories or posts by writing them in little chunks in Twitter. It might be worth a try. But if that doesn’t work, my strongest recommendation is to turn Twitter off when you need to do some real work. Then, when you’re done, reward yourself with 10 minutes on Twitter.

Other useful Twitter services:

Tweetbeep: A service to keep track of keywords through alerts that you set up. You’ll get an email notification if anyone mentions you or your brand or your blog posts in their tweets. Note: It looks like this service is down right now but they say they’ll be back soon.

StrawPoll: create a poll. Your Twitter contacts can participate in the poll by simply sending an @reply message.

TwitResponse: allows you to schedule delivery of your tweets — very useful if you want to set up a bunch of tweets in the future.

Zen Habits: Yes, you can get updates on the latest Zen Habits posts, as well as The Power of Less Tips of the Day, and more.

TwiTips: An excellent blog with dozens of tips for using Twitter, from one of the great Twitter power users, Darren Rowse.

How to Sign Up for Twitter

1. Twitter.com Click on the "Join the Conversation" button in middle of the page.

2. Fill out basic information. This will include your full name, preferred user name, password and e-mail address. Remember that the user name is what people will see with an "@" symbol in front of it.

3. See if your friends are on Twitter. After you fill out basic info, you'll be prompted to look for friends in your Gmail, Yahoo, MSN, Hotmail or AOL accounts so you can begin following them if they're already on the service.

4. Twitter's suggestions. Twitter will suggest some people for you to follow as well. Check to see if anyone of them are relevant.

5. Setting up your profile. Click on "settings" in the upper right hand corner of your Twitter home page. You'll be brought to a tab-based menu that helps you build your profile and adjust settings.

6. Fill in the fields. Of particular importance is the "one line bio" under the "Account" tab. You have 160 characters to present yourself to the Twitter community. Many people choose to state their profession, and then maybe something outside of work that interests them as well. My bio for instance is @WebAdvocate Recommended by 9 out of 10 people who know me. Optimist. Business Owner. On Line Marketer.

7. Start looking for followers. Regardless of how many people you found through e-mail search and Twitter's suggestions, start looking around for people you might find interesting. Use search.twitter.com.

Selective Twitter

If you don't want EVERY tweet to show up on your faceBook account, try Selective twitter.

Selective Twitter Status lets you update your Facebook status from Twitter - BUT you can choose which tweets you want - just end a tweet with #fb when you want to post it as your Facebook status - simple!

Sign up at Selective twitter.



This helps to avoid confusing your Facebook friends, and you don't swamp your FB profile with too many updates.

More Twitter Tools

Twitter Grader: Learn your Twitter grade, your local Twitter Elite, and find new people to follow through Twitter Grader.
Twitterholic: Check out the top Twitter users and find out your Twitter stats on Twitterholic.
TweetStats: TweetStats offers a graphical analysis of your Twitter stats.
Twitter Friends: Carefully measure your Twitter conversations using Twitter Friends.
Twinfluence: Twinfluence will measure your Twitter influence based on reach, velocity, and social capital.
Tweetwasters: Find out how much time you and other users waste on Twitter.
Retweetrank: Find out how many retweets you and other Twitter users have through this service.
Information Gathering

Time Management in the Age of Social Media

David Allen talks about ways you can make Facebook and Twitter work for you on the job

These days I'm asked frequently about the role of social media in personal and organizational productivity. The question is timely, as the major social media applications have millions of users and are still growing fast. Also, the phenomenon is closely tied to e-mail, which itself has presented major challenges to professionals in time management and keeping an appropriate focus in their work and life.

The most obvious issue about social media: Is this a useful way to spend your time, or is it a sinkhole of attractive distraction? It could very easily be one of those one minute, and the other the next! It all depends on why you're doing it, and this must be evaluated moment to moment. It's an important distinction to make for yourself, because focus is probably your greatest asset that you can control. You must be judicious about where you place it and what you let grab it, thus reducing your effectiveness.

Bear in mind that the most potentially productive activities (e.g. meetings) can undermine your control and focus if they're not carefully managed. And some pursuits that are commonly viewed as "time-wasting," such as random Web surfing or Facebook socializing can be productive, if you use that term in the broadest sense of achieving something you want.

Someone noticed that I was now on Twitter and said: "How can you be productive on Twitter?" My simple answer: "If I want to have Twittered, then it's productive!" I wasn't trying to be facetious. The truth is, if you're taking a vacation to relax and you don't relax, then it's an unproductive vacation.

Why would I (or anyone) want to "have Twittered," or be involved with any of the social media at all? There is inherently some sort of magic between the lines in much of it that seems to have struck a chord in so many of us. I attribute this to the transparency, connectedness, and immediacy that social media offer, which are key attributes of quality relationships—something humans crave at a basic level.
Looking at if from a more tactical, practical perspective, it seems there are three main reasons that it can serve people well:

You're an incorrigible extrovert, and you just love to schmooze.

If so, social media may be right up your alley. You simply need to be careful with balance, and whether your virtual social life is detracting from your physical one, or from your other responsibilities. You may need a prenuptial agreement that it's O.K. to disappear for hours away from your real-life partner to chat with people you'll never see. But if you're wired to get inspirational juice from multiple relationships in that way, it can be productive.

You have an agenda that is supported by this kind of connection.

If you need to know what's new and what's happening, moment to moment, social media can provide a competitive advantage. If you are building a global brand, as I am, and leveraging your personality and having a following is part of that strategy, playing in this arena is smart. I've only been on Twitter for a couple of weeks, but already it has invigorated lots of great discussions and a sense of connectedness with thousands of people in and around my network.

If having some sort of immediate communication from me helps reinforce the best practices that my methods represent for people's work and life, then there's lots of goodwill as well as good ideas spreading virally and quickly. Or, if you're in a business that excels with its "now-ness" in the market and culture, such as entertainment or consumer high tech, you'd better be on board. Or if you're out of a job, this hugely expanded Rolodex may be your best resource for your next opportunity.

You're researching.

You're intrigued, maybe a little intimidated by the early adopters and the popularity in the media about these media, and you're curious about what all this is about and want to find out whether and how you should engage. That's probably the majority of us, and I think there is still much to know about this world. You'll be in testing, trying-out mode. I'm still very much in this space, attempting to not miss out on whatever opportunities might lie waiting while at the same time not letting myself get too sidetracked along lines that start to require more energy than they deliver back.

It's not an easy call, because I've discovered that the proof is in the pudding. That is, I've got to participate in order to really know what's going to pay off and what isn't. The experience in Twitter was unexpected; and it took quite a bit of experimentation to get a feel for what was going on, and how to find a groove there.
The big key is to stay very clear about what your agreements with yourself are, relative to your engagement with such things as LinkedIn, MySpace, Twitter, and the like. The opportunity that the various social media offer is the ability to quickly communicate, collaborate, and get feedback from a large and previously inaccessible number of people, with varying degrees of filtering capabilities.

The challenge is that each of those social media involvements can represent another virtual in box, with an implicit assumption that you should think about and deal with what lands there. If "processing" those additional streams of input is simply a matter of scanning to see what's of interest to you, that may not take much time; and you can simply drop in and out on a whim. That's no different than channel surfing, other than the added seductiveness of interactive rabbit trails to pursue.
But if you are expected—by yourself or others—to be more familiar with the content, or to contribute and respond to content directly, you're going to have to be judicious in how you manage your social media commitments. It's not as innocuous as another cable station, unless you have specifically downgraded your expectations of how you're going to be involved.

Depending on your personal and professional interests, you can choose from the variety of social media the ones that fit for you. If the productivity best practice is to target your social media very precisely to attain your goals, then the productivity worst practice would be to indiscriminately hook into multiple sources of poorly defined static. To use social media effectively, just be sure that you aren't putting more effort in than the result you're getting.

David Allen is the internationally bestselling author of Getting Things Done, Ready for Anything, and Making It All Work. He is the chairman and founder of the David Allen Company and is a leading authority on developing personal and organization capacity.

Finding the Right “Brand Voice” on Twitter

March 9th, 2009 | by Kai Turner

Kai Turner is head of Information Architecture at Agency.com – London.

When businesses open an account on Twitter, they must consider the right “Brand Voice.” One that is appropriate for what they want to say, and who they want to reach. This is a different sort of voice than the one companies have been familiar with in their traditional print and broadcast media channels, as it’s a more open and authentic form of communication.

While there is no established roadmap for launching a brand on Twitter, I’ve made some observations about some approaches to follow and pitfalls to avoid.
1. DO see it as a branding exercise

Companies already understand the importance of creating a strong brand identity for marketing and advertising. However, it is the expression of the brand identity that needs a new approach when working with Twitter.

Typically, when a company is planning a marketing campaign for broadcast, print or the web, the brand identity will have travelled from its conceptual and strategic origins through a process of formalization until it arrives as clear and well-defined guidelines to be put into a brief. This can be effective in carefully crafting a static piece of communication but, much like bringing a script to a dinner party, formal rules can’t be applied to casual conversation.

Instead, companies should return to an earlier exercise in developing their brand identity – that of describing their brand personality. These are the human characteristics of the brand. Many brands fall at the first hurdle on Twitter, which is, simply: sounding human. A company’s “Brand Voice” should reflect the personality traits of the brand. If your brand personality is meant to be “refined and sophisticated”, does it sound refined and sophisticated, or does it sound like a door-to-door salesman?

The Brand Voice of Starbucks is the voice of Brad, who posts on Twitter for them. Here he’s posting a picture of himself with some colleagues, just as any group of friends might do on Twitter.

2. DON’T imitate the voice of the community

What makes people interesting is that everyone is unique, and everyone has their own voice. Brands often go wrong on Twitter by thinking that in order to appeal to a certain demographic segment they need to somehow imitate that group. This is most obvious when brands go after the youth market and awkwardly pepper their language with outdated slang and a tone that is meant to sound ‘trendy’ or ‘urban’.

Companies make the wrong assumption– they believe that they need to wear a disguise in order to speak naturally to people. In fact, people want an authentic conversation with brands that speak as we would expect them to. People don’t want brands to be their friends, or to be overly familiar with them, but they do want a dialogue with brands whose products or services they enjoy using. Brands that feel the need to adopt a false persona, in some ways, are using it as a defense mechanism. After all, you can’t criticize the brand, you can only attack the false persona.

This post is both conversational, and informative. It’s what you would expect from Capgemini.

3. DO let it all hang out

The hardest thing for large companies to accept is just how exposed they are on Twitter. If there has been something negative in the press, your press conference begins as soon as the news breaks amongst the Twitterati. There is no time to prepare a statement.

Again, however, the rule is that the Brand Voice is a human one. And just as people have their own foibles, and make mistakes, a company on Twitter needs to accept its flaws, own up to them, and then it can begin repairing its mistakes. Hiding away from this conversation only makes matters worse, because then it becomes a one-sided argument without any representation from the company.



You can’t hide. Motrin had a PR disaster with their Motrin Moms campaign. The problem was only compounded by not having a voice on Twitter. In this example someone, pretending to be Motrin, continues to make jokes at the company’s expense.

4. DON’T just use Twitter as an RSS feed

The Twitter audience is a tech savvy bunch. They know how to read RSS feeds, so repurposing an RSS feed for Twitter isn’t adding value. You can post links to recent news and updates, but have a real person contextualize it. The link is interesting only if the person posting it is credible, and making a judgment call about what is or isn’t worth posting.


This Adobe developer posted about the product he’s working on, and since we’re getting a behind the scenes view of his work, it’s much more compelling than just having the link on its own.

5. DO define your communication channel

Before you can find the right voice, you need to know what it is you want to talk about. Is it a brand awareness and engagement channel? Is it a news and information channel? Is it a customer support and response channel? Each of these would need a different tone of voice.



DELL has over 20 distinct, and well-defined Twitter channels. Notably, the authors behind each account have been named so that a connection can be made with a real person.

6. DON’T just talk about products & services

Again, think of the real world. A person who speaks about one thing, and one thing only, is either incredibly dull or clinically insane. If you are passionate about your business, industry, products then share your passion. I was recently working on a project where I was told about a tech specialist who constantly improves the image quality of a camera lens. He could explain all the little details that go into creating a perfect image with such enthusiasm that you would be drawn into his world, and a topic you wouldn’t have guessed would be exciting– suddenly is.



Adam Denison, “A PR guy at Chevrolet,” talks about cars without always directly promoting Chevrolet products.

7. DO have a casting call for your Brand Voice

So you know what you want to say, and how you want to say it – but the biggest question is: who will be saying it? Most likely it will be someone from the marketing or the PR team. Maybe even a junior intern who has been given a list of things to post on Twitter.

A more successful tactic would be to find someone, internal or external to the company, who is already on Twitter and speaking naturally in a tone of voice that matches your Brand Voice.



An online travel agent or airline could benefit from having a serial traveler like the TwitchHiker working as their brand evangelist.

8. DO have a voice on Twitter, but first have a listen

If nothing else, big brands need to get on Twitter and start following people. Test the water. We don’t bite. Usually.

FAQ Pages Could Boost Your Google Rankings

By Chris Crum

Catering to Intent-based Search the Key
In a recent report, Hitwise said that the length of search queries has increased over the past year. Longer search queries, averaging searches of 5+ words in length, have increased 10% from January '08 to January '09 they noted.

Ask has an interesting blog post up interpreting this data, and the gist of it is summed up with this paragraph from it:

In a nutshell, users are now expecting search engines to not just index the Internet, they are expecting search engines to process the data on the Internet. Searchers don't consider their query to be just keywords; they are starting to expect that the search engine will understand the intent of the query better. Expressing a query with intent requires more words, and the user's investment of more words means that his or her expectations on the search engine are higher. We are clearly experiencing a transition in the way that people are using the Internet.

Intent-based search. We've been hearing the phrase dropped more and more. In a popular WebProNews interview with Bruce Clay, late last year, he spoke of where search was headed and a good deal of that had to do with personalized search. The SearchWiki side of that has gotten the most attention in this area, but he had some things to say about intent-based search as well.

More WebProNews Videos
He talked about Google looking up your IP and revising results based on it while making assumptions about the intent of your search. This would have an affect on SEO, obviously. "The page that ranks for a shopping query is an entirely different architecture than the page that ranks for a research query," said Clay.

It's a topic SEOBook author Aaron Wall and I discussed recently as well. Aaron noted that Google CEO Eric Schmidt said in a recent conference call, "Wouldn’t it be nice if Google understood the meaning of your phrase rather than just the words that are in that phrase? We have a lot of discoveries in that area that [we] are going to roll out in the next little while."

Aaron Wall The idea of relevancy based on intent is a fantastic one, but chances are the search engines are still going to have to rely on the content that users create to increase search relevancy, at least in this manner. Google still has "a long way to go to get where they want to be with relevancy, but some of the issue of search is simply creating the incentive to make people want to create the content that really answers search queries well in a good format," Wall told WebProNews.

"Sometimes I see Matt Cutts post great how to posts about how to do different things in Ubuntu," he continued. "I believe he does that in part to feed answers into the search engine, especially if/when it did not provide an answer that was as good as he would like."

What is another great way to feed answers into a search engine? Keith Hogan, VP, Technology at Ask offers a piece of pretty sound advice for online businesses: "Web business should take notice of Question/Answering sites that have been built and SEO'd to fill the search engine rankings for these types of user questions (e.g. Q&A aggregators like WikiAnswers, AnswerBag, and Yahoo Answers). While this content is generally very relevant, content directly from companies could be more authoritative. Web businesses may benefit by creating FAQ content that is targeted at answering real user questions about their products."

FAQs as relevant results to intent-based searches about what your business offers. What a concept. And considering the emphasis Google seems to be putting on brand (although Matt Cutts says it's not so much about brand exactly), it sounds like a can't-miss.

More>

Facebook Sending More Traffic Than Google to Some Sites

Will Search-Marketing Dollars Also Shift to Social Media?
by Michael Learmonth

Published: March 09, 2009

NEW YORK (AdAge.com) -- Marketers spend billions to attract search traffic from Google, but late last year Facebook started becoming a bigger source of traffic for some large websites, according to analytics firm Hitwise.

It seems inevitable that, given Facebook's sheer scale (180 million registered users and counting), it would at some point start referring a lot of users to some sites, but the development is surprising. Web users go to Google to figure out where to go next; they go to Facebook to, well, hang out.

Facebook gets a little more than a third of Google's unique visitors in the U.S. (50 million vs. 149 million in January, per ComScore); since last summer, registered users have been growing at a double-digit rate.

Where they're going
But since the beginning of the year, Facebook has become a bigger referring site than Google to a number of sites, including gossip sites PerezHilton.com and Dlisted, mom site CafeMom, Evite, video site Tagged.com, and, yes, Twitter.

There are good reasons for some of this: CafeMom has a Facebook fan page, which no doubt helps drive traffic, and users can synchronize updates with Facebook and Twitter.

It's hard to know why two gossip sites are on the list, aside from the fact that they tend to be places people spend a lot of time. Since the beginning of 2009, gossip site PerezHilton.com has received 8.7% of its visitors from Facebook, compared with 7.6% from Google, according to Hitwise. The same didn't hold true, however, for gossip site TMZ, which got 12.2% of its traffic from Google, compared with 3.8% from Facebook.

Big source for video sites
As NewTeeVee points out, Facebook has also become a big source of referrals for video sites as users post and share clips. Traffic from Facebook accounted for 3.3% of visits to video sites in February, according to Hitwise, up from less than 2% in February of last year.

It all points to the growing power of content sharing; the question is how to harness that and what it means for the future of "search" marketing. Companies spent $12.2 billion in 2008 on search optimization and marketing to get traffic from Google, according to eMarketer.

But Peter Yared, CEO of marketing firm iWidgets, said he thinks some of that spending is going to shift to where the viewers, and the traffic, increasingly are. "Soon the [search-engine marketing and search-engine optimization] spend will start to follow the eyeballs and transition from Google to social media," he said.

More >

10 High-Impact, Low-Budget Ideas for Marketing in a Down Economy (Part 1)

by Jonathan Kranz

When the going gets tough, the tough get... cheap. Today, a good marketing idea has to be as inexpensive as it is clever. In part 1 of a two-part series, I offer five inexpensive suggestions that can lead to productive results.

1. Use all of the buffalo

The buffalo was more than a source of meat. Hides became clothing and shelter; bones became tools; sinews became bow strings.

Think like a Plains Indian and get the most use out of every marketing effort possible. One case study, for example, can serve as

Spider-food on your website that boosts SEO and provides meaningful content:

A direct mail insert in lieu of the traditional product brochure

A tradeshow handout to jump start conversations

A leave-behind for sales calls

Bonus
Exploit the public relations potential of a big project such as a whitepaper or e-book. If the content is genuinely valuable (not merely promotional swill), you may be able to pick up good press on the cheap.

One of my clients got a half-page article in the leading trade magazine for its industry—and scored a seat at the executive leadership table in the industry's dominant professional association as a result of the great press.

Target appropriate editors/bloggers/reporters with your content and include a quick note explaining its relevance to their audiences.

2. Choose your social-media weapons carefully

What's that background hum? Oh, it's the swarm of expert wannabes chattering endlessly about Web 2.0, social media, the death of print, etc. No matter what the technology or medium—whether blogs or mobile devices, Facebook or Twitter—the message is always the same: You gotta be there—or you're a dumb-dumb... or worse, a dodo.

Look, no doubt some of these may have real value for your business. But the hard truth is that you can't do ALL of them well. Nor should you. Concentrate your resources on the ones that:

Are likely to be used or welcomed by your target markets

You can excel in

You can sustain on a regular basis

Don't impose unrealistic burdens on your resources or budgets

Bonus
A client of mine leveraged social media to help a branch of the armed services meet its recruiting targets. But instead of chasing the latest social media fads, they focused their efforts by doing two key things: listening to the online conversations already in progress and creating open content that their target audiences could freely share. Result? They've hit their recruiting numbers every month.

3. Go organic

Place greater emphasis on your organic SEO rather than simply dumping money into Google AdWords. It's not only cheaper, it can be more productive; I've read various analyses on the Web suggesting that natural listings attract 60% or 70% of clicks as opposed to 40% or 30% for paid listings.

Successful organic SEO requires

Aggressive identification of keywords that should be optimized for each significant page on your site

Development of deep content that feeds search engine spiders and attracts incoming links

Constant monitoring of your site statistics to track trends and progress

Bonus
Don't neglect your titles and meta descriptions. "Titles" are the words that appear at the top of the visitor's Web browser. Search engine spiders take titles seriously, so be sure yours include keywords. The "meta description" in your HTML is what the search engines use to describe your site when it appears as a response to search query; write yours to appeal to potential customers.

4. Play to your strengths

Many years ago, as I was starting my copywriting career, I met a businesswoman who shared what she described as the best advice she ever got at a motivational seminar: Don't try to improve your weaknesses; just concentrate on developing your strengths.

I think that's wise. For us, it means focusing our business operations on our most productive, profitable areas and focusing our marketing efforts on those strategies or tactics at which we most excel.

It's not a matter of what works, but what works for you. If, for example, cold-calling simply isn't effective, drop it. If you're good at networking, plan on investing more of your time and money on networking opportunities this year.

Bonus
So many of my clients get hung up on this so-called "elevator speech" thing—that 30-second pitchoid that each of us is supposed to have at the ready. The problem with these things is that they sound every bit as contrived and unnatural as they really are. So forget about them. Instead, think about questions, things you can ask new prospects that can jump-start conversations and lead to a natural introduction of your products or services.

5. Profile your best customers

Consider this reverse-engineering for marketing. Think of your best customers. What do they have in common? Is it an industry or role? A similar problem or challenge? A quality of temperament, habit, or attitude? The answers form a profile of the kind of prospects you should pursue.

Then think about how you attracted your top customers. Did they come to your Web site first? Or respond to a direct mail campaign? Or meet you at a conference? Again, whatever worked, do more of. And consider trimming back the rest.

Bonus
Be prepared for surprises. You may have started your business with the intent of serving one kind of customer with one kind of need, but in retrospect you may find that your best business comes from an entirely different kind of client with a different need.

I work with a company, for example, that started out in the business of providing inexpensive security for PDF documents. But, over time, it found that the real interest lay in offering PDF analytics—and they've shifted their efforts accordingly.

More>

Strengthening Your Online Presence: Now is the Time

by Vinay Bhagat, Founder & Chief Strategy Officer, Convio

Many nonprofits are feeling the impact of the financial crisis — in particular those reliant on corporate gifts. Others are bracing themselves for challenging conditions. In difficult economic times, it can be a natural reaction to stop all new investments. Yet, building strong constituent relationships and acquiring new donors to replenish losses is more important than ever.

Nonprofits must adopt a strategic approach to their fundraising investments, cutting less efficient areas and investing where gains can be realized. The traditional fundraising model has been in decline for some time. The financial crisis and competition for donor dollars has heightened the imperative to change models today, re-allocating investment from waning traditional fundraising approaches to new approaches that incorporate the online channel.

Challenges with Traditional Fundraising Channels
Direct mail-based donor acquisition has been getting more difficult and more expensive due to postage rate increases, mailing list fatigue, postal mail delivery challenges, and shifting consumer preferences. The Target Analytics Index of National Fundraising Performance, which tracks some very large nonprofits, shows donor counts have been declining consistently for the past two and a half years. In the first quarter of 2008, for the first time in two years, overall revenue declined as well. Revenue fell 1.8% from Q1 2007 to Q1 2008.

Until now, increases in revenue per donor compensated for donor declines, allowing overall revenue to continue to grow. In the most recent quarter in the analysis, however, continued revenue per donor growth could not make up for the donor decreases nor prevent overall revenue from declining. For most organizations, overall donor declines have been due primarily to a decrease in new donor acquisition. New donors declined 2.3% from Q1 2007 to Q1 2008, on top of a 5.3% drop over the same period one year before. Additionally, telephone fundraising is growing more difficult in the wake of "do not call" regulation and the substitution of land lines for cell phones. In this context, nonprofits must find more economic ways to source new donors and enhance their lifetime value.

The Shift Online
As direct mail-based fundraising has become less effective, online fundraising has grown significantly. According to the Pew Foundation, 75% of all Americans are now online at home or at work. According to The Online Marketing (eCRM) Nonprofit Benchmark Index Study, published by Convio in 2008, the median online revenue growth rate across sectors was just over 26% from the first half of 2006 to the first half of 2007, with some sectors, namely Environment and Wildlife, Visitation (museums, zoos/aquariums, and performing arts) and Higher Education growing at over 50%.

Much of the online fundraising growth has come from new, younger donors. Online donors are typically 15 years younger than direct mail donors. In addition, usable email files grew 32% in the same period, showing that nonprofits are successfully developing online prospect lists for future supporters. A first-of-its-kind national survey conducted for Convio by JupiterResearch, a Forrester Research company, shows that of the 175.6 million online adults (age 18+) in the US, more than half (51%) plan to donate to charities during the upcoming holiday season.

If there is a silver lining in the economic cloud, it is that consumers and nonprofits are aligning around the online channel. Given its growth, it is imperative that nonprofits invest appropriately in the online channel to realize its full potential. In fact, according to the Direct Marketing Association, nonprofits are on average growing their online marketing spend four times faster than their direct mail and telemarketing spend.

Power to the People
Today, constituents are taking a more active role in their philanthropy. Many want to see the direct impact of their giving, others are eager to participate in a movement. Increasingly, people are donating because of being asked to do so by their friends or family versus a nonprofit organization itself. The Internet has accelerated these trends which represent a shift of power to the constituent.

A majority of prospective donors will visit a charity’s website to learn more before making an initial contribution. A growing number of people will research charities on sites like Charity Navigator or Guidestar before giving. Direct to beneficiary giving portals, such as Kiva and DonorsChoose, which give donors unprecedented control over where they direct their gifts, have grown exponentially. At Kiva, a donor can make a micro-loan directly to a specific person in a developing country. At DonorsChoose, donors can support a specific funding need posted by a public school teacher.

Online peer-to-peer fundraising tools like Convio TeamRaiser™ and Tributes have enabled nonprofits to turn their most passionate supporters into prolific fundraisers. Convio’s extensions for Facebook and widgets for other social networks like MySpace have extended the appeal of peer-to-peer fundraising to Generation Y.

The Integrated Effect
The value of online marketing should not be measured solely by money raised online. There is increasing proof that online marketing attracts new donors and influences existing offline donors to give more. At the 2007 Convio Client Summit, Jeff Regen, VP Online Marketing & Communications at Defenders of Wildlife, shared how the organization uses online advocacy as a way to attract new constituents, and subsequently deploys a multi-channel approach using email, direct mail and telemarketing to convert non-donor activists to donors. The cohort of new non-donor activists recruited between January and March 2006 contributed over $90,000 within 16 months after being exposed to a multi-channel fundraising effort. About 78% of the donations were ultimately yielded online.

In addition to being a source for new donors and a feeder channel for direct mail and telemarketing acquisition efforts, online marketing also enhances donor loyalty. Convio's joint study with the analytics firm StrategicOne in 2006 demonstrated that online engagement enhances the lifetime value of a direct mail donor through growing both gift frequency and donor retention rates.

Online marketing is emerging as a strong source for new major donor prospects as well. Defenders of Wildlife has found that about one-third of all new major donors are sourced through their online marketing efforts. The Wired Wealthy research that Convio conducted with Sea Change Strategies and Edge Research confirms that mid-level and major donors are increasingly wired, and online communications can help augment and enhance less frequent personal contact.

Now is the Time
Current economic conditions indicate that competition for donors will intensify. Economically sourcing new prospects, converting them to donors, and maximizing their lifetime value is more important than ever. Savvy nonprofits will make the strategic changes and investments required to succeed online, to align to a world where power has shifted to donors, and to implement multi-channel marketing strategies. Money raised online can now more than justify the start-up costs of online marketing efforts, and is a fraction of the true value created by effectively integrating online marketing with direct mail and major donor development efforts.

More >