Social Media: Still a Mystery to Most Small Businesses

The barriers for most small businesses using social media are:

• Time and education: It takes time to read and learn about the ever-changing, growing tools online, and most business owners don’t have extra time to devote to this. I hear it every day, and as a small business owner myself, I certainly understand this constraint. Small businesses have limited resources and must focus on revenue development and all that comes with running a business. Social media can help a small business tremendously, but most owners have not had time to get up to speed.
• Lack of resources: It takes a dedicated effort to employ social media tools. Most companies can hire help, but many simply don’t have the extra resources to do so.
• Reluctance to embrace new media: A lot of people are just flat out skeptical of social media. There are legitimate reasons to ignore it, especially if you are in a regulated industry (banking, insurance, finance, etc.), as some governing entities such as the SEC have policies against any use of social media for work. I think that will change soon, as I’m already seeing some large organizations issue new policies on social media use.
• Generational: Most people would be surprised to know that the average age of a Twitter user is between 40 and 55. Age isn’t an excuse to avoid social tools, but it is often an explanation.

How to get started if you want to add a social media strategy to your marketing toolkit:

• Read, read, read. There are some excellent blogs (like this one) and other resources online that can tell you all you need to know. There is no “magic wand” that will do this for you. If you really want to jump in, you have to do the reading yourself. You can hire it out of course, but the ideal results spring from the business understanding social media and embracing it, even if it means only monitoring at first. Let’s take the Judy McLellan Team for example (@JudyMacTeam on Twitter). Judy hired my firm to help with a real estate marketing and PR strategy that included the use of social tools. At first, we did some of the tweeting and posting. But now, you can find Judy out selling homes while using her iPad and iPhone to tweet and spread information about her listings.
• Pick one tool and learn that first. For me, it’s Twitter. Once I understood Twitter, I moved on to learning about some other tools. I think by mastering one tool, small businesses can see results faster. Let’s take Cheffie’s Cafe (@Cheffies on Twitter) as the next example. We helped Cheffie’s Cafe spread the word by using Twitter, along with traditional PR during the previous few months. A good Twitter strategy is key to a successful PR campaign.
• Look at what your competition is doing. Get online and do a little research to see what your competition is up to in the social space. Let’s take OrthoMemphis, a successful orthopaedic practice in Memphis that adopted social media long before its competition did. We have helped OrthoMemphis (@OrthoMemphis on Twitter) use social media tools to not only market their sub-specialists (knee, hips, and shoulders), but also to launch OrthoStat, its acute care walk-in clinic. Combined with direct mail, PR, and patient communications, Twitter and Facebook have been tremendously helpful.
• Get a social media policy in place and communicate it to your organization. There are some great examples online and free resources available. I suggest any small business that wants to use social media tools have a policy in place just like a media policy. Talking online is like talking in the newspaper, and it’s important to have a strategy and know the dos and don’ts of posting online. Good examples are Coca-Cola, Kodak, and Intel. (A list of these can be found on my blog.)

5 Things You Need to Know

Here are five key insights into the digital native generation that will help you understand how best to leverage their distinct worldview to achieve your business objectives.

1. They live publicly online. Without a doubt, the notion of privacy didn’t change overnight with the advent of the Internet. For better or worse (or for lack of a better word), we’ve seen an evolution of privacy. It was once the norm to keep one’s dirty laundry tucked away out of site. This gave way to a generation that would share from the relative privacy of a therapist’s couch. More recently, we have witnessed the era of trash-mouth talk shows and reality TV. However, with the digital native, businesses must address the expectations of a generation raised in social networking environments, in which they routinely share every detail of their activities and opinions with a potentially limitless group of friends. Tip: Often, businesses are hamstrung by outdated notions of privacy. They fail to recognize and capitalize on the digital native’s openness. We need to understand the native’s natural inclination to live publicly to guide these activities so that they are consistent with our business objectives. We can also build business models that leverage on this openness, both in the way we structure our employee activities as well as customer interactions.
2. They share knowledge. Once we recognize that the natives are living their lives out loud, we can begin to understand how this behavior is shapes all aspects of their lives. Despite a good deal of hyperbole about social media and marketing via Twitter and social networks, as many as 50 to 75 percent of organizations limit or ban the use of social networks while on the job. What this demonstrates is not simply a fear of exposure through inappropriate use of social technologies, it shows a distinct lack of understanding of how to effectively manage and channel the knowledge sharing inclination of this generation. Tip: Beyond crafting guidelines to regulate the appropriate use of social networks on the job, proactive use of socially mediated, open, collaborative ways of working can help companies capture otherwise transient knowledge assets. The old adage was that knowledge is power; for the digital native knowledge shared is power.
3. They believe transparency yields trust. Because digital natives live publicly and value knowledge sharing, organizations that demonstrate a similar level of openness will be the ones that attract and retain them as employees and customers. Digital natives make new friends, followers, and fans every day. However, it is important to keep in mind that it takes a lot of work to maintain the kind of genuine relationship required with the digital native. If digital natives dislike your brand, they will make it publicly known. Luckily, the reverse is also true. Today’s ultra-connected consumer, raised to share and monitor sentiment, may seem like a fickle friend, but that’s only if organizations don’t stay involved by listening, responding, owning up, and doing the work it takes to maintain a genuine, long-term relationship. Tip: When it comes to attracting and retaining this generation as employees, it is essential to recognize that today’s best employees are also monitoring opportunities and discussing employers online. For recruiting, this can provide insights into who the best, brightest, and most social media savvy are. And for employee retention, employers can leverage these same tools and tendencies to make sure they are competitive in the market and respond to concerns in order to attract and retain the best and brightest.
4. They are timely, not time managed. While most people are painfully aware that the line between “at work” and “off duty” is increasingly blurred, for the native this will be taken to a whole new level. The digital native will move beyond what previous generations called a work/life balance to a new sort of work life integration. For the digital native, work and social activities are ever present—they travel with the native anywhere and anytime. Digital natives may log more hours at their computers during the course of a day than those in previous generations, but they switch back and forth between work and leisure in short bursts. Though this may strike some managers as inappropriate, it helps to realize that while an older worker might head to the break room or a co-worker’s desk to clear his head, natives are more likely to “info snack” or catch up on a quick burst of Facebook updates. Tip: Moving forward, companies that emphasize collaboration, learning, and socialization will see key benefits in comparison to companies that focus solely on productivity. The native doesn’t need to play all day to be happy. However, there’s no reason that work inside an organization can’t be constructively influenced by the expectations of our younger workforce.
5. They believe in interactions, not transactions. Social networking, social media, social . . . with all this socializing, one might begin to wonder how any business ever gets done. Suffice it to say, it does, and it will continue to do so. However, organizations that develop good social skills will have a competitive advantage over those that remain socially inept. One quality that will be essential for business success going forward is recognizing that this generation is not interested in traditional transactive business models, which are based upon exchanges of money for goods annd services. This is a generation that is interested in interactions. Tip: Unlike a transaction-based system, an interactive one is based upon social currency. The fact is that all aspects of business will need to embrace interaction, from marketing and CRM to product and content creation. This generation doesn’t just want to do business with companies it views as friends; it wants to do business with itself and expects to see its ideals and objectives reflected in the companies it chooses to do business with.

Social media is evolving as a force

Social media is evolving as a force—if not THE force—in modern marketing. As e-commerce and social grow together, websites like Twitter, Facebook, and the young Google+ are becoming the playground for experimental marketing. This is creating new challenges for marketers, buyers, sellers, and others within the social ecosystem. As innovations—such as Facebook’s “Sponsored Stories”—show, there are plenty of up-and-coming ways to turn social media into a powerful marketing medium.

The modern social media strategist must be part technologist and part behaviorist. As marketing leaders, we must be willing to experiment with and implement technology while studying the changes in human behavior that come with new and evolving social media adoption. As our experts stated above, we are in the midst of foundational change. Who’s brave enough to create social media’s future?

Profitable in Affiliate Marketing?

There are 1,000′s of affiliate marketing programs out there, and there are about the same amount of affiliate marketing training programs as well. It can be confusing to decide which ones are the best when starting out and that is where I come in.

Ultimately people want to work from home for one reason or another, but it has a lot of appeal to the average working person. I can relate!

The reason I have created this site is to help people like yourself achieve the same sort of success that I and many others have experienced as an affiliate marketer. People tend to think of an affiliate as some sort of pipe dream…or in many respects a scam. However I can truly say that anyone can do this and really feel good about it.

In the traditional sense, AFFILIATE MARKETERS are really just the same as the marketing division of an offline business. Your job is to find people online and point them in the right direction of something they are already interested in. It sounds easy enough and once you get going, it really isn’t all that tough. The tough part is GETTING GOING…which I hope to help you out with today.

It is IMPOSSIBLE to Weed Through All The JUNK Out There!

That is why I am here. I have experienced success online, but I have also failed miserably trying more than one of the 416,000 work at home/affiliate marketing businesses out there. There also many affiliate marketing programs that you can join to earn money as well. To be completely honest with you a lot of them are scams. A lot of them were created to only make money off of people like you and I that get sucked into buying them.

5 Tips for Creating More Efficient Social Media Marketing

1. Utilize Your Existing Team

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“Leverage your front-line workers who already support customers in different mediums like live chat, phone, and in person,” says Owyang. “Use the support and customer service teams that already know your products and services and have been trained in customer relations. Take a page from Best Buy’s ‘Twelpforce‘ that empowered thousands of retail professionals to take to Twitter than just train a new social savvy workforce.”

Tread lightly when figuring out how to organize social media efforts, though. Walter says that too much time is spent “fighting over who owns what” when developing a social media strategy. “Different stakeholders (PR, web, legal, privacy, security, marketing, HR, etc.) need to partner on this and work closely together on the structure and processes that are beneficial to everyone,” she says.

Walter suggests against “putting [social media practitioners] into a box with too many guidelines,” and instead is all for “unleashing the employee potential and giving them some freedom to engage online.”

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2. Build a Plan That is Nimble

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While a triage system can be helpful for novice social media programs, make sure your communication process isn’t complicating problems. After all, social media is meant to make communications easier, not more tedious.

Walter says, “The biggest issue is the amount of time it takes to make a decision internally. It is a time of ‘now marketing,’ or what I call ‘agile marketing’ — we cannot afford to spend too much time making decisions or creating elaborate processes of approval. We need to act quickly and nimbly; otherwise, the opportunity is gone forever. This is the biggest hindrance to digital creativity.”

“Most companies like an effective triage system to pass information around the company directing who will respond and how,” says Owyang. “As a result, more than one business group may respond to customers — reducing efficiency and of course, potentially confusing customers.”

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3. Minimize Spend on Tools & Consultants

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From her experience, Walter points out two areas where businesses tend to spend too much money — social media tools and consultants. Here are her thoughts on both:

• Social Media Tools: “A variety of tools perform similar functions. If you utilize several key tools and establish the right infrastructure centrally, it will allow a number of business units and geographies to use the same tool across the company. This will accomplish a number of things: It will allow you to compare results apple-to-apple across various campaigns; negotiate global contracts centrally to achieve huge cost-savings across the company; and have central enablement in place where key training on the tool and its support will be provided in the right way.”
• Social Media Consultants: Stay away from “bringing expensive consultants in who only provide high-level information that is already known internally. Management needs to trust their employees internally to know the subject and provide the best strategy and direction.”

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4. Hire Qualified Talent

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After searching your ranks to find the right talent internally, don’t be afraid to hire experienced social media and community managers. Granted, you probably won’t need to hire a full social media team, but bringing on at least one strategist could save your organizations dollars in the long run.

“Most of the time we want to hire interns to do the work of experienced community managers, but then we complain that they didn’t handle something right,” says Walter. “I think the issue for most companies is that they don’t hire enough seasoned people to truly manage communities and online conversations on behalf of a brand. You need to have experienced people in place to manage communities, advocacy programs, etc. — these are the voices that know and represent your brand appropriately. And most of the time we are not willing to pay for people like that, citing lack of resources and then paying the price of damaged brand reputation or dead or inactive communities.”

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5. Learn From Others

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Equipping social media practitioners with the proper knowledge will save them lots of time, says Walter. This means building social media education programs, creating spaces where colleagues can discuss best practices and learning from other organizations.

Leading Intel’s social media strategy has enabled Walter to figure out the best ways for educating employees of social media processes and best practices. Here are her tips on how to effectively communicate new information about your company’s social media plans to those in the field:

• Implement social media training across the company, including face-to-face and online programs.
• Create playbooks around specific platforms — such as Twitter and Facebook — that will allow social media practitioners to learn about them.
• Create an internal best-practices forum and monthly calls that bring the company’s social media practitioners from around the world together to talk about particular internal case study and discuss learnings gleaned from them.
• Distribute a monthly newsletter to help social media practitioners keep up with the ever-changing world of social media.
• Become a member of organizations like Social Media Business Council or Word of Mouth Marketing Association (WOMMA), where you can easily connect with other brands that have experience with any particular topic/project/vendor/platform and pick their brains on what worked and didn’t. Walter says, “This is huge. These types of connections and interactions saved me a ton of mistakes and headaches — it’s a huge value-add!”

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