Social Media Stop Fighting it and Start Using it

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English: Infographic on how Social Media are being used, and how everything is changed by them. (Photo credit: Wikipedia)

Social Media is going to become increasingly important in everyone's lives whether we like it or not. As a business person that means you have to get to grips with it as a means of generating leads.

The reason I say this is not the usual 1 billion users on Facebook or 500 million on Twitter or the growth of LinkedIn or any of the other very many social networks. It's simply a question of demographics. That is the generation that was brought up on this stuff are now entering the workforce and will steadily occupy more senior decision making positions and they will use what they are familiar with to search for and validate suppliers. What immediately comes to mind to them is social media. 

This was brought into sharp focus by a story I heard recently. It's about three partners who each run their own retail outlets. One for men one for women and one for kids. They all bear the same family name although the stores are really separate. A local blogger had been to the children's store and had been unimpressed with the service they had received, and posted a blog about the experience. Other members of the community had posted comments agreeing with the sentiment. 

One of the younger members of staff in another shop had seen the posting and immediately made it known to their boss. His answer was well we run a different shop so its nothing to to with us and we work hard to give a personal service to all our customers. It wasn't until it was pointed out that whilst they the partners new how the shops were organised the public at large didn't. Since they all bore the family name in their title, people would naturally connect the three shops together, and that could lead to potential customers avoiding the other two shops because of bad reviews in the shop for children.

The next problem for the shop owner was that they had no social media foot print at all so it was not obvious how they could counter act these adverse comments. The solution to this problem, as I understand it, has not yet been found.

The issue that this raises is that the younger mums were much more connected to social media than the owner and it also illustrates the problem many older people face; that is because they were not on social media they had no idea that these comment were being made and so could do nothing about them. It also demonstrates that as our customers will get younger this type of interaction will become more common.

Google 貼牌冰箱（Google Refrigerator） (Photo credit: Aray Chen)

Also for the first time the likes of Google will come under pressure as the enormous amounts of information collected by the social media giants will be used to provide more relevant search results than a general search engine  like Google. That in turn means that these new customers will NOT be using Google to search for what they want. This isn't going to happen over night but it has already started. LinkedIn users can already search for skill sets companies and individuals within their site and recruitment companies are using it to great effect to validate potential candidates. Whilst they might search Google for other information their primary search is through LinkedIn.  It Wont be long before the other networks find a way to exploit their data. This means that having a web site that can be found using Google will no longer be enough, to get yourself found, you will have to be present on some or other social network.

More worryingly perhaps for the older generation is figuring out just how we interact with social media, what do we say how do we say it and which socials media platforms do we use to communicate. The rate of change in this market is still rapid but we learn to get to grips with it otherwise we are going to end up using marketing channels which just don't deliver.

In short we need to get our feet wet. Once you are in then you can educate yourself by watching others and learn how to exploit these channels. It's likely to involve some investment in training but that's a small price to pay to keep your business growing.       

Exigent Consulting provides specialist services for High Growth Businesses, Business Turnaround, and Mentoring to the Small and Medium Business. We help business owners improve the profit performance of their business. 

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5 Steps to Building a Social Networking Strategy

The Economic recession has been one of the unseen forces driving growth in social networking for business. The explosion in social networks is a response to the desire to find new routes to a more competitive market. The decline in performance of traditional SEM and e-commerce generally and the seduction in the perception of "free" marketing all helped to drive the social networking revolution. These were by no means the sole drivers of this shift and the confluence of technology and a critical mass of users were also major factors. Social Networking is here to stay and businesses need to make good use of it. It is nonetheless a complicated and for the new entrant, a daunting prospect. There are a few easy steps which will help you develop a social networking strategy and prioritise it as a route to market.

To build a strategy you need to ask yourself a number of questions.

Step 1 Do my customers have a footprint on the Social Media Landscape?

This is a fancy way of asking am I likely to find my target market using social networks. Well it tends to vary by sector. Social Networking is well suited to businesses which have intellectual capital, so consultancy, finance, and to a lesser extent accountants and solicitors are good examples. Social Networking is also an excellent platform for selling to products to consumers and small businesses.

So what's not well suited? Well engineering and manufacturing are obvious candidates, as are businesses that sell large ticket business to business items be that capital goods or say software.

Social networking works best for markets that have a short sales process and low ticket items where you can get ready access to the decision maker. Geographic concentration is also an important factor the bigger the geographic spread of potential customers the better suited to social networking.

Step 2 What are my objectives?

Brand Recognition, Customer Service, Sales, Improved customer feedback, New product development /verification, Developing Expert Status.

May companies use social medium to improve their relationship with their customers and have a more conversational customer support relationship, so let's not prejudge and say that sales is the most important or indeed only objective for social media marketing.

I accept that much of the hype is around the incredible sales opportunities Social Networking presents, but let's not forget how at the turn of the century the "dot.com" boom got so out of hand that even experienced businesspeople forgot the basics. That is, underlying each model there has to be a sound business case.

Step 3 Which is my best Social Media Mix?

There social media market is a complex topology covering Wiki's, Major Social Networking sites, Micro blogging sites, Forums, Blogs, Article Sites, Photo Sites, Podcasts, Video sites, Social Bookmarking and many more.

Faced with this bewildering array of options how do you proceed? There are two aspects that are important, firstly you need to take into consideration where your customers are most likely to to be residing in the social media landscape and especially if you are a smaller business what areas of social networking you find interesting. If we remember that much of social networking is about building trust and developing a community it is very, very, hard to do this through a medium you dislike.

Step 4 How do I manage my resources?

What resources do I have available? How much time can I dedicate to this effort? Is this for internal and/or external networking? How much maintenance effort is there?

Maintenance work is one of the real hidden costs in social networking, which is by and large time intensive. As most people and indeed businesses are time poor this is a significant issue.

Now I know particularly with twitter there are "bots" you can use to automate much of your postings you need to spend "face time" to build conversations and relationships. A simple idea is to build a social network diary which sets out which social network will be accessed on which day(s) and how much time will be spent on each. Think not of now when you have the first flush of ideas, but rather 1 year down the line when you're into you 50^th blog posting and 1000^th plus tweet or facebook entry.

I regularly see businesses over invest in Social networking only to have to pull back because they have significantly underestimated the ongoing effort needed.

Step 5 How do I measure progress?

What Metrics work best? Hits per site? Growth in followers? Reduction in complaints? Increased conversion rates? Feedback process to change what is not working?

Any kind of strategy implementation needs a review and change cycle, so it is with Social Networking. The advantage is however that online activities it is relatively easy to quantify and the results of your efforts. This makes the management of your social networking strategy much more effective as numbers don't lie, 50 hits is 50 hits, not as many as us optimistic would say; well I think its nearly 100.

This precise measure enables you to take quick and appropriate action to improve your performance. This in turn leads to you having a much greater chance of success, which is, of course, what we're all trying to achieve.

ExigentConsulting specialises in providing Business Turnaround, Sales, Marketing and Mentoring to the Small and Medium Business.We help Business Owners improve the profit performance of their business

How We Use Twitter

Following a number of comments recently about how we or others use Twitter I set up a simple poll asking four questions. Do you use twitter for Purely Business, Purely Social, Mainly Business or Mainly Social. This is how you answered:

Not surprisingly it seams that half of us use it mostly as a business tool, whats interesting I think is that that it is only 50%. The hype around twitter would suggest more. 5% of us use it purely for business which is significantly larger than some commentators have suggested and 32% use it as a purely social network.  Admitedly the sample was small only 120 participants. However I intend to run the same poll next year to see how we might have changed our usage patterns.

I look forward to your comments

Can Twitter work for the Smaller Business?

When I started using Twitter I had two objectives. One was to see how Twitter functions as a social media marketplace and the other was to get a sense of how smaller businesses could use it as a channel to market.

Despite the hype around it Twitter still seems to me to be a niche product. That is based on the composition of its members. It reminds me of all those speed networking events that were so popular, their limiting factor was that it was predominantly sellers who attended and what we really need is buyers. I don't pretend to suggest that Twitter will die out as speed networking has but it does suffer from this phenomenon of too many sellers.

There are some areas where Twitter is well suited. The B2C environment for one, and there is certainly anecdotal evidence that companies have generated real revenue from Twitter and those providing digital products have found it a regular source of new business. It is however fair to say that this is not a quick win, it does take time and effort to build up a reputation and presence on Twitter. Mostly however its time; for those who are involved in delivering digital services, this is not an issue since using online environments is their natural marketplace. For those offering physical products and services it's a more challenging environment. However, if you're selling into the B2B or SoHo markets then it can still be an effective route. Essentially the fact that you can readily communicate with the decision maker and that the sales process is simple and short means that using Social Media Marketing (SMM) works well and having good visibility on twitter will certainly generate interest.

At the other end of the scale major corporates' have the time and resources to dedicate the man hours necessary to regularly insert their message and build that vital link of trust with their customers and prospects. So you can see many of the worlds largest businesses using Twitter including, Dell, Ford, etc. Dells assertion that it obtained $1million in revenue from Twitter has been well publicised. We must however accept that larger businesses already have an advantage since they've built a level of "trust" around their brand long before Twitter came along and they leverage that advantage further now.

One should not forget also that Twitter is more attractive to business because postings are necessarily short and unlike Facebook, You Tube or MySpace is text based. Interestingly this will make it more readily adopted by the professional in a higher age group and therefore more suited to today's decision makers.

The more difficult question is how "Fred Bloggs of Bloggs Joinery" can use Twitter. B2B business is not necessarily well suited to Twitter and many owner managers don't have the time to devote to develop a network, and quality is still as important as quantity. This is ignoring the import question of whether they "get Twitter" which is likely to be a major hurdle in itself. I have spoken to a number of small business owners who just don't "get it" and have subsequently stopped using it before they really had a chance see what it could do for them. So what options are open to them, well firstly assuming there is sufficient marketplace on Twitter for their product (something that is seriously open to question), they could encourage all their staff to join Twitter and use a collection of voices to build up a following or secondly, outsource. This may seem an extreme step or even heresy in Social Marketing, but to me it's an inevitable consequence of how social marketing works. SMM agencies will naturally develop enormous power simply by having several clients each with several users promoting several products. With that infrastructure its becomes almost inevitable that they would harness all the voices from all the clients to cross promote each new product growing in power and effect each time they add new clients. The next logical step is to dispense with real voices and create surrogate voices after all it's relatively easy to create persona's which people can use as templates. If true it would completely undermine the concept of Social Media Marketing as we know it.

These are surprisingly radical conclusions but supported, I think, by strong logic. I dont presume to know that this is true and I'm looking to you to tell me what do you think? Let me have your thoughts.

Laurence Ainsworth www.exigent-uk.com

Twitter for Beginners

I have recently started to use Twitter, and being a relative novice with blogs, I wanted to see how easy it was to use and why people would want to use it. Essentially it appears you can use Twitter for two reasons, firstly; for purely social objectives or secondly; and more commonly as a way of promoting your business your ideas and your brand. The easiest way to describe Twitter is that it is text messaging on the Internet. You only have 140 characters to post a blog so there is an art in itself in getting your message over with this limitation. To quote Winston Churchill "I don't have time to write you a short note so I will write to you a long one". With such a limited number of characters you do have to think quite clearly about what you're saying, which in itself is no bad thing.  

So I'm assuming, as I do, that you want to use Twitter to build up your network and promote your business here are a few tips on how to get started. Firstly, I would say that Twitter is incredibly easy to use. But before you start you need to decide on your persona. That is to say do want your tweets to be of a personal nature or of a business nature. Perhaps we should look again at it in a slightly different way and ask yourself the question do you think that some of your personal messages would be inappropriate for your business contacts two receive, if you think the answer is yes then you should open two twitter accounts. If the answer is no, or probably no, then one will be sufficient.  

Getting started is easy once you have signed up get your home page and hit settings. Let's not worry about pictures and suchlike at the moment, and concentrate on settings. The most important section is the one line bio. Give some thought about what you want to say, as potential followers will read this bio and use it to decide whether to follow you or not. A poorly written bio will not encourage followers.  

Right, we are now ready to go. So what do you say, at this point it's a learning curve for you so just try a few different posts to see how comfortable you are with them. The most important thing is to be yourself, remember this is not a 5 minute wonder, potentially you'll be using this medium for years to come. To build up your network you need to find some people to follow, and you need some followers. The best way to start, if you can, is to connect with some of your friends who already use Twitter, that gives you a place to start.  

Go to one of your friends pages, and on the right hand side you will see the word following and underneath that will be a number of mini pictures, choose one at random and click on it. This will take you through to that person's home page, read their Bio and if you like it, just below their picture you will see a radio button which says follow. Press it and you are now following that person and they are part of your network. Repeat this process as often as you like and you will quickly build up an understanding of those individuals who are of interest to you and those who are not. The current etiquette is that if you follow somebody, they will for the most part follow you back.  

For the first few days, don't worry too much about growing your network, your best spending your time understanding how Twitter works. You'll get a sense from reading of the submissions and from that you should start to understand the best way for you to communicate via Twitter. A couple of other ways to speed up building your network is to use something called "Twitter local", download it and use it to identify people close to you who are on Twitter. Follow them and as you are local they are more likely to follow you back.  

Contact me on www.twitter.com/laurenceexigent. If you refer to my blog I'll guarantee to follow you back.  

Find us also at www.exigent-uk.com