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Posts Tagged ‘Online Media’

Cashmore Weighs in on Twitter’s New Advertising

Thursday, June 17th, 2010

The term “social media guru” gets thrown around far too often these days. In fact, in all but the rarest cases the Curve team are pretty loathe to use it.  There are a few individuals in the blogosphere however, who merit the title to such a degree that Curve will happily use it without a hint of begrudging.

Peter Cashmore is one of those people.

Cashmore is the Founder and CEO of Mashable, the world’s largest blog focused exclusively on Web 2.0 and Social Media news. With more than 25 million monthly pageviews, Mashable is the most prolific blog reviewing new websites and services, publishing breaking news on what’s new on the web and offering social media resources and guides.  Cashmore and his people generally find themselves coming out ahead on every major development, announcement, or trend within the online industry, and are among its most respected opinion leaders.

Suffice to say, when they speak up on a contentious issue or development, it is well worth listening to.  We were therefore very interested to see the guru’s thoughts on the advertising opportunities implemented by Twitter this week.

You can check out his thoughts in his article “Why Twitter’s new ads are ingenious” over at CNN.

How to Establish a Good Blogging Workflow

Sunday, May 23rd, 2010

Blogging in VancouverMany of our clients come to us with questions regarding their online presence. Should they have a website? What about a Facebook Fan Page? Should they blog? While we can’t answer these questions without looking at the business, its specific goals and the wider industry it is a part of, we do find ourselves often recommending that a business maintain a blog in order to connect with their customers, open the lines of authentic communication, and help to promote their brand identity.

Once you’ve started blogging, it’s easy to find yourself overwhelmed by the process: finding a topic, researching it, writing it, finding suitable images, and monitoring the responses can be a daunting endeavor. While we offer our clients a great deal of guidance and support in this, there is also a wealth of knowledge available on the web. This particular post comes from Chris Brogan, who is an expert in Social Media and receives his primary income from his blog.

A Sample Blogging Workflow

Your company has decided to launch a blog, and you’re the lucky blogger. Maybe you’ve even asked for this pleasure, suggested it to the boss yourself. Only now, you have to deliver, and you have to stay consistent. It’s not always easy to keep up a steady blogging pace, and there are days when you might run into a roadblock or two that might keep you from delivering on your schedule. Here are some ideas on how to build and maintain a steady blogging rhythm, be it for your personal blog or your business blog. We’ll cover goals, tasks, tools, and some bonus secrets.

Goals of Your Blog Posts

Blogging with a purpose helps you stay consistent. My blog, for example, is dedicated to equipping you with strategy, tools, and knowledge, so that you can go off and do useful things with social media and networking software. That’s the main goal of the blog overall. Secondary goals are to maintain a presence in your mind, should you have business needs. Another goal would be to stay in the habit of writing, and working at improving my writing. Those are goals for my blog.

Goals for my blog POSTS (versus goals for the blog overall) are different from post to post. On top of everything listed above, some ways you might use specific posts are:

  • Seek link traffic – I write certain posts (like anything with a big number) with a secondary goal of deriving links from you to the story. Why? Because that tells Google and Technorati that I’m doing good things over here, and that matters.
  • Seek advice – I often write posts where I ask for your opinion. Why have a blog if you can’t start conversations?
  • Establish thought leadership – When I write about something way off from the norm of what others are blogging about, it’s to show you that I’m not a “me too” blogger.
  • Promote something interesting – This might be people or software or an event. One point about promotion posts versus other kinds: if you’re looking for comments, promotion posts rarely get them.
  • Link love to others – Sometimes, I want to give other people the spotlight, or point out good writing elsewhere. It’s important to keep that in mind. Linking out promotes linking in.

Blogging Tasks

The frequency of blog posts you choose is important. Many posts a day is great, if you can keep it up. Once a day is probably ideal (but not as easy as it seems). Once every two or three days means your readers won’t know what to expect. Once a week might be enough, depending on how niche your blog is, and how authoritative you are to begin with. But no matter what you decide, make the decision and stick with the schedule. Within that schedule, here are some potential tasks to consider doing for every post:

  • Read material first – Use your RSS reader to see what else is being talked about, in your industry, in your vertical, on friends’ blogs, and most importantly, from fringe places that aren’t related to you or your industry.
  • Compose a blog post – If there’s research and links involved, open a notepad file to keep track of the links you’re intending to put in the post, or sources of the data you’re collecting.
  • Consider pictures – Using pictures makes the posts pop. You can use Flickr photos marked with Creative Commons licensing, provided you cite the source of the original photo, and provide a link. Read more about this at http://flickr.com/creativecommons”>Flickr’s Creative Commons site. There are other places for photos. Want to leave your other sources in the comments section?
  • Tag your posts – If your blogging software doesn’t have tags built in, consider seeking a plug in, or at worst, having a few scripted copy/paste details of tags you can add to the bottom of every post. Tags are important for searchability, for getting the occasional new reader by finding you via your metadata.
  • Announce your best posts – If I have a post I’m really proud of, and think works well, I’ll send a link to it via Twitter, usually summing up what I’m talking about before the URL. I might also send info about it via Facebook, via LinkedIn’s status line, etc.
  • Occasionally, bookmark it, too – If I’m really pleased by a post and want it to have legs, I’ll share it in Google Reader’s shared items (which sends it to other places), will Stumble it in StumbleUpon.com, might even Digg it, too. If you do this kind of thing, be sure to digg and stumble and bookmark other people’s stuff, too, when it’s merited, so that you don’t seem like a perpetual self-promoter. I do my best to maintain a balance. Hopefully, that shows through.
  • Check traffic and logs – As the day goes on, check your stats reader of choice to see if the blog is having any kind of impact. If you’ve got a decent ego surfing mechanism set up, also see who’s blogged about your post, and try to add some value back to their write-up. Don’t just drop by and say thanks. (Further note: don’t be crazy about checking your blog stats. They’re just a way to measure how people are responding to your posts.)
  • Get off your blog and comment elsewhere – Make sure you’re taking the time to comment on at least five blogs a day. Whenever you’re going to bother posting and putting out new material, others are doing the same. Be sure to respect them and give them comments and feedback where you feel it’s appropriate.

Tools

When you decide you have to maintain a blogging rhythm, and regardless of whether you’re doing this for business or your personal blogging goals, there are some important tools that you should consider. If you’re going to get into a flow, here are the tools you should have on hand:

  • RSS Reader – I prefer Google Reader above all others because of several features, including its ability to rapidly scroll through information in list view, its search capabilities, it’s sharing capabilities (make your friends work for you), and all the other options. Starting your blogging habit by having a good blog consumption habit is the only way to fly.
  • Picnik – If you need free, easy, web-based photo editing to make interesting pictures, check out Picnik. I find this tool very useful in sprucing up my pictures. If you use it to edit other people’s photos, be sure to check the permissions for whether you CAN edit their images.
  • Skitch – Skitch is a screen capturing tool that’s very useful, and has all kinds of built in goodies.
  • Summize – If you’re looking for what Twitter thinks is interesting, you can use Summize to ask about interesting links and the like.
  • Calendar – Here’s one. If you use a calendar (like Google Calendar, you can make a new calendar to show what you’ve written about, and what you plan to write about. This is called an editorial calendar, and it helps you keep your writing on a decent tack. Thus, if you intend to have 2 interviews a month and five product reviews, and a weekly check-in with some project, you can be sure to track all this in a calendar.
  • Notepad or text edit – I write my blog posts in a plain text file so that I never lose a post to a bad Internet connection. Further, if I have a few moments, like if I’m on a horrible conference call, I can jot notes, and occasionally write entire posts while offline. I do this a lot at airports, bookstores, and other places where the Internet isn’t a given.

The Bonus Round

I guess in some ways, I should’ve started with this. First off, if you’re not reading Copyblogger, you’re missing some of the best advice on what to write and how to write it. Brian Clark and team (he has more guest writers!) keep a decent pace on giving you writing ideas and inspiration. Now, let’s talk about some more ideas that will keep you going with blogging material:

  • Go to the grocery store – there are more headlines and interesting WAYS of saying things right there in your face at the checkout counter than you’ll likely come up with on your own. (This was a Copyblogger tip that I love).
  • See what makes the front page of Digg.com (or your industry’s most likely haunt) – learning by emulating is an important blogging skill. Don’t be a clone, but if you pick up some tricks from writers you come to admire, all the better.
  • Don’t forget other media – with YouTube, Slideshare, and several other places full of free and interesting content, don’t forget to give people a taste of video and audio to go along with your text and photo posts. In fact, be willing to mix it up often, or on a schedule, so that people get a sense for all the ways you can keep them informed and entertained.
  • Schedule posts – My all time favorite piece of advice. If you can, write more than one post at any given sitting. Take the second post, especially if it’s not time-specific information, and schedule it for the next day. If you do this enough times in a row, you can build up quite a store of posts, and never miss a day (or whatever your schedule is) due to a random issue. Note: you can usually re-schedule things, in case the mood strikes, or news breaks, or the like. Don’t feel pinned down as much as you might feel liberated for all the last minute conflicts this will help you avoid.

PR Stunts – People Still Do Those?

Wednesday, April 7th, 2010

Did you hear the news? Scrabble is changing the rules to allow usage of proper nouns! That other sound you heard? That would be Scrabble purists the world over wailing in indignation (several Curve employees included.)  Predictions of hearing, “Oh, I met someone named that once!” from less-than-honourable opponents were muttered irritably by fans of the game, but the funniest part of the whole story? No such plan to change the rules actually exists.

It may have been a tempest in a teapot, but it was certainly a deliberate one. Mattel, who own the UK rights to the venerable game, is currently promoting the soon-to-be released ‘Scrabble Trickster’, a completely new version which not only allows proper nouns, but backwards-spellings, letter stealing and more. As part of the PR push leading up to the launch of the new product, a spokesperson for Mattel spoke to the BBC regarding the alleged rule change, stating:

“This is one of a number of twists and challenges included that we believe existing fans will enjoy and will also enable younger fans and families to get involved.”

Then commenced the ruckus, with social media types diving head-first into the illusory fray. Even this morning, after it had been officially clarified that the rules were for a different game entirely, the web was still…well, a-twitter over the ‘news’. It’s another example of the speed versus accuracy debate when it comes to modern reporting, this time helped along by an emotionally invested public (who doesn’t love Scrabble?) and a questionable PR push.

PR stunts can be fun to come up with and, though sometimes dated, they can be both effective and memorable. They can also occasionally push the boundaries of ethical practice, particularly when the push is deliberately vague or misleading in order to gain exposure. It’s a line practitioners need to be very aware of; it may be a great idea, but will you wind up with egg on your face when the truth comes out? Are you valuing the trust of your public?

There are certainly situations where stunts are done both appropriately and well – you can read about some cleverly effective ones here.

Ultimately planning stunts are a matter of not getting carried away and constantly checking conduct against the code of ethics that PR practitioners work within.  Maintain these elements, and a PR stunt can perform absolute wonders for a business or organization.

Social Media For Businesses – Part 2 – Using Social Media For Customer Service

Tuesday, March 9th, 2010

This is the second article in our Social Media For Business series – read the first post here.

The previous article mentioned that Social Media serves three primary functions for a business: Customer Service, Brand Awareness & Management, and Search Engine Optimization. This post is dedicated to the first – Customer Service.

Bridging the Gap in Communication: Consumer Voices Being Heard

In the news, we are constantly hearing about customers who have used social media as a platform to voice concerns or disappointment with a company’s product or service.  The way that company responds to to such a situation can makes or break their reputation, both online and in the real world. I’m going to review three situations that received notable press coverage and discuss how the companies dealt with the customer’s complaints.

1. David Caroll vs. United Airlines

Backstory: David Caroll, a Canadian Musician, was traveling on United Airlines from Nova Scotia to Nebraska. He checked his $3,500 Taylor guitar which he saw being thrown onto the tarmac while he was looking out the window of the airplane. When he found that his guitar had been broken (the neck snapped off), he filed a complaint with United Airlines only to be told that he was not eligible for compensation because he failed to make the claim within the company’s required 24hr time period. As a result, Caroll made 3 videos about his experience. The first one, titled “United Breaks Guitars” (below) aired on YouTube July 6, 2009. The video has received over 8 million views to date.

United’s Response: The video received 150,000 views by the end of its first day online. This led to United Airlines contacting Carroll, despite having ignored his previous complaints. They first conveyed their sincere apologies and requested the use of the video for staff training purposes.  It wasn’t until the second video aired that United offered to compensate Caroll for his broken guitar – at which point Caroll said he would rather see that money go to a good cause, as guitar-maker Taylor had already donated two guitars to him (incidentally- Taylor capitalizing on this is an excellent example of using social media for positive brand management and customer service.)  Caroll’s experience and United’s poor response (delayed reaction and lack of initiative made it seem that they were disinterested in their customer’s issues) cost United shareholders approximately $180 million – as just four days after the video’s release, the company’s share price plunged by 10%. If that isn’t enough encouragement to take social media and customer service complaints seriously, I don’t know what is.

Learning from Mistakes: United probably won’t ever recover the dent in their reputation created by a single customer and a YouTube video. It’s a lesson in taking the possibilities social media offers to the mass public (your customers) seriously and acting quickly to resolve any negative feedback.

You can read more about the incident and it’s backlash on the wikipedia article created for Caroll’s song.

2. Kevin Smith vs. Southwest Air

Backstory: Kevin Smith, a renowned and award-winning film-maker was thrown off a Southwest Airlines flight for being too overweight and posing a safety and security risk. Smith, who has more than 1.5 million followers on Twitter, began to tweet about his experience immediately after being ejected from his flight. His first tweet on the subject was simple and direct:

“Dear @SouthwestAir — I know I’m fat, but was Captain Leysath really justified in throwing me off a flight for which I was already seated?”

Southwest Air’s Response: While Southwest apologized via the same vehicle that Smith used – Twitter – they received a barrage of criticism from Smith’s fans who felt he was a victim of prejudice. With several tweets back and forth between @thatkevinsmith and @southwestair, Smith decided to use another social media platform, his podcast, in order to fully explain the situation and why he was so upset about it. Southwest argued that historically Smith has always purchased 2 seats for his flights. Smith’s response was that his historic use of 2 seats was rooted in a desire for comfort and to avoid socializing with other passengers, not out of a necessity because of his weight. While he acknowledged that he is indeed overweight, his problem was being removed after being seated and that being removed in front of everyone as if he were a “shoe bomber” was humiliating. Smith later boarded another flight and sent a picture along with his tweet:

“Hey @SouthwestAir! Look how fat I am on your plane! Quick! Throw me off!”

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Smith continued with several tweets criticizing Southwest Airlines, ensuring that the internet would pick up on his story:

“The @SouthwestAir Diet. How it works: you’re publicly shamed into a slimmer figure. Crying the weight right off has never been easier!”

“Hey @SouthwestAir! I’ve landed in Burbank. Don’t worry: wall of the plane was opened & I was airlifted out while Richard Simmons supervised.”

Smith’s plan worked and his story was picked up by many news outlets- including an interview on the Daily Show.  While being interviewed, he tweeted to Southwest Airlines, telling them to bring the same row of seats he was removed from to the show. He stated that if he failed to fit in them in front of the studio audience he would donate $10,000 to a charity of their choice, but if he was successful (and as such, not “too fat to fly”) they would have to admit they lied and change their policy/retrain their staff to be more humane in their dealings with overweight customers.

Smith’s blog post about the incident is here, and Southwest’s public apology blog post is here.

Learning from Mistakes: Smith’s issue with the treatment of overweight people struck a chord with countless individuals who have suffered similar humiliating situations. While Southwest’s avenues for response (using twitter and blogs, plus phone calls, emails and letters) are appropriate, their insincere apology ruined their attempt at a cleanup and launched a PR nightmare. Smith simply wanted Southwest to admit that he was removed from the plane for being “too fat to fly” – but Southwest made other excuses for removing him and in subsequent conversations insinuated that it was essentially Smith’s fault for not purchasing more than one seat.

The lesson to take away here is that every time a company mistreats or embarrasses or upsets a customers, they are taking a big gamble.  One can never be certain what kind of social media following or network a customer has in place, and any transgression has the capacity to be broadcast to the world almost instantaneously.

3. Dominos Pizza vs. Consumers

Backstory: Two Domino’s Pizza employees from North Carolina posted a video of themselves doing disgusting and unhygienic things to customer’s food. The video (rather stupidly posted on the employee’s personal Youtube account) had an instantly overwhelming and astounding effect. The video received so many comments by disgusted YouTube users that the Domino’s location in which the video was made was quickly tracked down and a complaint filed with Domino’s corporate office. This led to the firing of the two employees mere hours after the video was posted. They claimed that the video was a joke and the food wasn’t served, but the damage to the Domino’s corporate brand  was already devastating, and their dismissal more than warranted.

Domino’s Response: Domino’s corporate headquarters attempted to clean up the damage done by having Patrick Doyle, President of Domino’s USA, post a video response on Youtube. In the video Doyle expresses the disgust that the Domino’s family feels for the actions of the two employees. He apologizes for the incident, assures customers that the North Carolina restaurant is being sanitized and then continues to describe the steps the company is taking to insure that such an incident doesn’t happen again.

Learning from Mistakes: Mistakes is actually a misnomer here; as Domino’s handled the situation just right.  They acted quickly, used the same forum in which the criticism was first made, they admitted fault and showed how they are learning from and building off of the mistake that was made. The CEO taking the time to create a message of just him talking shows sincerity, and his choice of language (the use of trust) reaches out to viewers. Sometimes the best thing to do is admit you’re wrong, apologize, and tell the world how you’re going to make it better.

The Moral of the Social Media Story

Why did these incident’s happen? It is because social media increases the reach of the average person, blurring the line between customer service and public relations.  Where before social media a person who had a bad experience would tell 5-10 friends about their experience, they now have at a virtual soapbox that not only increases the reach of their comments, but also increases the duration of their affect.  When one speaks a comment, it is gone as soon as it is uttered.  You write something on the web, it’s there forever.

Companies that realize the impact of social media on branding are the ones that will swim while others are sinking (like United Airlines and Southwest Air.)  The biggest thing to take away from these three instances is how you can use social media to manage customer services issues, and that everyone who has a negative experience might just be a Kevin Smith or a Dave Caroll.

Chase Brock on Marketing Dance

Thursday, April 16th, 2009

 

Chase Brock with his Company

Chase Brock with His Company

Here’s a fantastic interview from one of our favourite site’s (artsjournal.com) resident blogs: Life’s a Pitch.

In it, Chase Brock- Artistic Director of The Chase Brock Experience  describes his rigorous involvement with the the audience member’s total experience of the company.  He has a personal hand in the design of all marketing materials, the company’s website, and even their merchandise- to ensure that a consistent and engaging brand is present.

Curve is always thrilled to hear about artists who “get” the importance of being actively involved in their company’s presence and perception in the general public.  We look forward to watching this exciting young company as it grows and progresses.  

On an arts note, the dance fans in the office are loving the videos on The Chase Brock Experience website and can not wait until this company tours to Vancouver.  (We’re looking at you Dance House- pick up the phone!)

Click here for blogger Amanda Ameer’s interview with Chase Brock on Life’s a Pitch

Click here for The Chase Brock Experience website

The birth of online media – amazing video!

Tuesday, February 3rd, 2009

Curve publicist Sophia Cheng found an amazing piece of footage on BUZZ Networker  from a San Francisco station news program in 1981. The segment covers the new technological advances that will allow us to read our daily newspapers from home computers in the future – imagine that!

It’s an incredible reminder at how quickly online technology has progressed within our lifetime and how much more things could change in the next 25 years.

The Future of Newspaper!