Archive for November, 2009

Understanding the Culture Within Online Marketing

Thursday, November 26th, 2009

“They should just put them all in a field and let them duke it out” was often an English man’s solution to the political problems in Northern Ireland in the ‘90s. “Just kick the Brits out” would have been the rhetoric from a New Yorker when sharing a drink in a Manhattan bar.

The problem was much more complex.  To understand Northern Ireland, you just had to live here and as a native, you knew that the outsiders just didn’t understand the culture and complexity of the solution needed.

There is a sculpture  in Northern Ireland’s second city, Derry.  It is called ‘Hands Across The Divide’ and it illustrates the change in Northern Ireland’s culture.  It symbolises how politics has moved from a shouting monologue to an engaging dialogue.  The sculpture shows the need to reach out and understand the differences in culture.

Deploying an online marketing strategy for an organisation is a lot like ‘The Divide’.  There is a temptation to use monologue techniques and try and advertise your thoughts, opinions and prices. This technique fails as it did in the old politics in Northern Ireland.   There is a temptation to think your message is all that counts and that everyone should listen.  There is a temptation to use traditional marketing speak and convince others that your products or services are worth their attention.  This is not the culture of new marketing.

New marketing, like the statue depicts is about understanding, listening and engaging.  It is about talking to your followers in their language and convincing them that you are worth engaging with, by respecting the culture of online marketing and showing some understanding. This cultural understanding can’t be taught.  To  truly understand the online conversation you need to get immersed in it and live it!

Hands Across the Divide in Derry.

Hands Across the Divide in Derry.

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Do you have a self-serving or subservient website?

Wednesday, November 18th, 2009

Ballymena Council and Fermanagh Council websites have been listed among the worst in the UK by government website comparison company, Site Morse.  At the same time Belfast and North Down Councils rank among the elite of the 450+ local council sites compared.

Site Morse ranks sites on over 400 technical criteria.  What they can’t tell is the relevancy of the content to the reader. After spending a couple of hours poking around the best and worst council sites, it appears that the councils that have put the effort into getting a technically attuned website have also put the effort into creating a customer focused site.

Take the navigation of the Ballymena Council website for example:

No - I didn't cut out their logo.  There isn't one on the site!

No - I didn't cut out their logo. There isn't one on the site!

The top line navigation includes ‘News’ which is the same as the home page, ‘Council Projects’ which was last updated in 2007 and ‘Print Page’.  Who on earth looks in the navigation when they want to print a page?

Their sub-navigation starts with ‘Corporate Documents’, the council ‘History’ and includes information about councillors and their committee structure.

These are all areas of interest for councillors but not necessarily the public they serve. If for example, a member of the public wants to know when their bin is due for collection, that information is not available on the website.  This website is self-serving.  It is made for the councillors, not the citizen.

Now take a look at Belfast City Council, some 40 miles from Ballymena.  This website is subservient. It is made for the customer, in this case the citizens of Belfast.

In this site, the City Council has established what areas are popular with their citizens and has brought them to the fore.  They understand the need for advice and have featured this in the main navigation and central areas of the page.

Subservient architecture built around the reader, not the site owner

Subservient architecture built around the reader, not the site owner

The ‘Council’ tab on the Belfast City Council website gives lots of details on how the council can work for the citizen.

What Belfast Council can do for you

What Belfast Council can do for you

The Ballymena equivalent has photos of the councillors.

Ballymena Councillors

Ballymena Councillors

A subservient website is created when the marketing team shows leadership. They push back on ideas that are not customer-centric and say “no” when the content is not relevant to the majority.   A self-serving website is created when the marketer is under pressure to do the bidding of their peers.

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Three £1,000 Web Startup Ideas

Friday, November 6th, 2009

This could as easily have been entitled the €1,000 or $1,000 startup…

Time rich and cash strapped? What unique online business could you start for 1000 big ones?

1. The Usage Policy Store
A friend of mine who owns a small business asked me just last week if I had a standard Social Media Usage Policy, Computer Network Usage Policy and Mobile Usage Policy he could add into his company handbook. He understood that his organisation needed social media, but didn’t really know what the parameters should be.

Gavin understands that the usage policy will simply act as guidance for his staff but he didn’t want to invest in a consultant, legal professional or HR professional to make minor adjustments to his working practices. What Gavin wants is an easily edited template that he can pick and choose terms from and insert into his company handbook.

The policy store can extend to cover obscure chapters dispensing advice on tattoos, online gaming and using the company greenhouse (if working in Sciences). The more obscure, the higher the price.

The startup entrepreneur will need to have:

  • Legal background
  • HR experience
  • Be IT savvy

The Model
The 10 most popular usage policies give a light version for free. Sell the full popular usage policies @ £50 each. Add in a videoconference appointment for 15 minutes to discuss @ £50. Sell custom usage policies for around £500, depending on complexity and research required.

The Cost
policy-store

2. An Online Reputational Risk Analyst
The Financial Services Authority has warned Banks to keep on top of social media sites as they suspect another run on a bank could be triggered by tweets.

Many PR firms offer their customers crisis management services but their contracts are built to react to the local press or television and not the Internet. They work in the same time zones and react at the speed of old media. They need a service capable of alerting them of client problems at the same speed as new media.

Many Marketers’ worst nightmare is that something big happens at a branch or franchise and starts to go viral and the first time they hear about it is 8am the next morning when their CEO calls to ask what the response should be.

A 24-hour social media monitor and reaction task force will soon be a service that banks, PR firms and larger marketing departments will pay for. A professional company with really detailed crisis management procedures will soon be in demand. This firm will not just identify the problem as it happens but assess threat levels, have escalation procedures, dark websites ready to go live in response to pre-planed crises and know when it is time to make that 3am call to the brand owner.

The start up entrepreneur will need to have:

  • An eye for detail and a love of procedure
  • An understanding of, and ability to use free alert services to keep you on your toes
  • A convincing gravitas
  • Round the clock availability – no kids, no booze, no social life until established

Cost and Returns
postit

3. Hyper-local Postcode Mashup Paper

This idea is in desperate need of an acronym!

The UK Government, like many western governments are starting to publish non-personal information that traditionally sat in information silos. The content includes topics around allotments, recycling, crime figures, education, healthcare etc. The content is indexed around post-codes and is easy to sort and search.

The Government has kindly created an API (a method to query this data in real time). This means that it is possible to automatically query this changing data and publish it on your own website or print publication. This link is to a little project that experimented with such an idea.

Statistics show that extremely local publications are still in high demand. So what would happen if you created a website for your postcode area that automatically updated with this government data feed? To give the site personality and engage the audience, you make it your business to video interview different residents around the topics published and post them to your website via YouTube.

Next, create a series of social media hot topic forums using Twitter and Facebook designed to stimulate debate and community spirit. Mash these technologies together and finally show leadership and lead the debate around the hot topics that affect your community.

If you manage to get 5,000 avid community contributors and readers you have the ability to mobilize and affect change. Your ability to influence is powerful and this will reveal revenue opportunities. Crack this model, make it a franchise, and find a willing, engaging and enthusiastic entrepreneur for the next postcode over and repeat!

Talents needed include:

  • A skill for journalism and finding the story that resonates with the community
  • Web development skills including XML parser experience
  • Web design skills
  • An ability to lead and take the inevitable criticism that will follow
  • An entrepreneurial ability to turn your following into cold cash. This may not necessarily be by advertising. It could be by online PR and Google juice value you gain.

fag-packet2

If you take up any of these ideas let me know. I’m sure with a little more thought there could be the start of something profitable.

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