Do you have a self-serving or subservient website?

November 18th, 2009 by Niall McKeown

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

November 6th, 2009 by Niall McKeown

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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From Corn to Unicorn: Commodity or Value Proposition

October 28th, 2009 by Niall McKeown

“It’s all about price, the lower the price the more units I shift”.  This is a common statement I hear and it is actually quite an accurate statement that many companies I work with make.  The one variable many manufacturers and service-based companies can easily adjust to create demand is the price.

The problem with tweaking the variable of price (besides lowering margin) is what happens when the competition does the same?   The problem with relying solely on price as the driver for demand for a product or service is that once the sale price matches that of the cost of production, the only variables left to change affects quality.

Online, the drive to a lower price happens much quicker than in the off-line world as it is so easy to compare like-with-like.  Goods for which there is demand, but which is supplied without qualitative differentiation across a market, such as corn, milk or copper, all have a universal price derived by forces external to the producer.  Commoditisation occurs as a goods or services market loses differentiation across its’ supply base.

When considering lowering price perhaps it may be wiser to try and create differentiation. A little thought in to how to move your offering from being a price sensitive commodity like corn and creating a unique story or proposition will transform the fortunes of an online marketing campaign.  Our evidence based research into our customers’ online marketing campaigns backs this up.  Those that lead with a unique story make more money than those that lead with price.

Corn is a commodity. A unicorn is a wonderful and unique story that has intrigue and interest.  If your business had a unicorn product or service, people would talk about it and your price could reflect the difference from the competitors that just sold corn.  Corn or Unicorn, they are both still “corn” but our perceptions of the value of each are very different.

Marketing Challange: Creating A Differentiator

Marketing Challange: Creating A Differentiator

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The New Count of Online Marketing

October 14th, 2009 by Niall McKeown

“My open rates and click through rates have dropped”.  Jenny explained how she used to constantly get increased success in her email marketing campaigns.

Jenny is an ultra experienced and highly intelligent marketer.  She runs the online marketing for an Irish online retailer and has sent more email marketing campaigns than most; yet she still craves for higher open rates, click through rates and more opt-in subscribers to her email promotions.

On review, it appears that Jenny is comparing the open rates of her Back to School offer with that of her Father’s Day promotion.  One email appeals to mothers with kids between the ages of 4 and 12 and the other appeals to anyone with a Dad still alive.  The first email has four embedded links; the second email has eleven links. So how can you compare these campaigns?  You can’t!  Not even sales converted or revenues earned is a worthy metric for comparison.

1 million click throughs Booohahahah!

1 million click throughs Booohahahah!

The new metrics of email and online marketing are based around your audience and your influence over this following.  How many times do they blog about you, re-tweet your content, recommend you to others?  What level of engagement are you having with your followers, friends or fans and what is the quality (not quantity) of your following?

Audience, their loyalty, your influence and engagement levels are all measurable.  They are a true comparable measurement of your marketing skills.  This new method of counting exposes those that are just collecting names compared to marketers that gain a following and who show uniqueness and leadership.

For Jenny it’s a numbers game of hits and clicks.  The new count is much more revealing.

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The Cactus and the Puppy

October 12th, 2009 by Niall McKeown
No love needed

No love needed

A cactus requires little love, occasional attention and not much work for the prickly companion to grow.  The fact that the cactus grows at all with such little resource and maintenance is a wonder and because we don’t invest that much time in nurturing it, we don’t expect the cactus to bring us joy and wonderment.

A puppy requires tons of attention.  We can’t give it a bowl of water once a week and hope that it survives.  It needs more than just sustenance.  The little dog needs care, lots of your time and love.  In return, when the puppy grows, we are rewarded with face licking affection, loyalty and obedience.

time invested rewarded with loyalty.

time invested rewarded with loyalty.

Online marketing can be split into either cactus or puppy activities.  SEO, PPC, online display ads and website design require little attention once established and will allow your business to grow slowly.

Blogging, email marketing, online PR, social media and web content are all puppy activities, requiring lots of attention.  Once you start a puppy activity, you need to commit time, emotion and passion to ensure the activities’ survival.  It takes time for your puppy to grow but given time and the right nurturing, your puppy activities will repay you with more loyalty and love than any cactus could bring.

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The Pepsi Challenge v Online Marketing Challenge

October 5th, 2009 by Niall McKeown
Coke v Pepsi and the sip test problem

Coke v Pepsi and the sip test problem

In 1972 Coke had 18% of the soft drinks market while Pepsi had a mere 4%.  By the early 80s, Cokes’ share of the market had fallen to 12% while Pepsi had grown to 11%, despite Coke spending more than $100m per year on advertising and having superior vending machine and retail reach.

Around the same time, Pepsi started promoting the Pepsi Challenge.  Consumers were asked to take a sip of Coke and Pepsi in glasses marked Q and M and choose their favourite.  57% picked Pepsi and 43% picked Coke.  Coke disputed the findings at first but eventually ran its own tests and found the feedback to be accurate.  Pepsi won in an A/B sip test.

Coke set about improving their formula to fight back against the slide of market share to Pepsi.   They worked restlessly to get a modified flavour and in September 1984, Coke ran sip tests with hundreds of thousands of Americans and came out between 6% and 8% ahead of Pepsi.  New Coke was born.

On the day of its launch Cokes’ CEO Roberto Goizueta announced, “This is the surest move the company has ever made” and there was little reason to doubt what he said.  The research was in, the stats showed New Coke would win the taste fight.

Within months of the launch, New Coke failed.  Coke drinkers rose up and Coke were forced to bring back Classic Coke. But oddly enough Pepsi never managed to capitalise on the rebellion of Coke drinkers and to this day still lags behind Coke in terms of popularity.

So how did Coke get it so wrong?  They had all of the statistics that any manager would need to make an informed decision.  The problem came about because Coke took the wrong data.  In a sip test, you only take a mouth full of Coke and a mouth full of Pepsi.  Pepsi is sweeter and when taking a sip will win the preference of most tasters. But we don’t just sip a Coke or Pepsi, we drink a can, bottle or glass of the stuff.  So when the new, sweeter flavour came into being, it was rejected, as the overall experience wasn’t as pleasurable as the original Coke.

The same thing happens when we review our online marketing stats.  Page impressions, unique viewers and open rates blind us. Finding followers and even goal pages seem to be a sensible measure of our success.  I argue however, that this is just another sip test.  It gives us a sense of how we are performing but it doesn’t give us the whole picture.

So what should we measure?  When creating an online marketing review I believe that the new metrics and the measurement of success or failure should be based upon the quality (not quantity) of your audience, their level of engagement, their loyalty, your influence over the audience and whether or not they are spreading your good word.

By combining your metrics to give a holistic overview of your audience and your influence then you are drinking the full can of Coke.  Looking at click-to-sell ratios is just sip tasting.

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Game Changers

September 10th, 2009 by Niall McKeown

Vietnamese Lien Thi Doãn is only 28 years old, yet she still manages to look younger than her age. She has a 13 year

Lien Thị Doãn Kiva.org Entrepreneur

Lien Thị Doãn Kiva.org Entrepreneur

old son and a 5 year old daughter, kind eyes and she smiles frequently. As the breadwinner for her family (her husband is not well), she works every day – weather permitting – making coal blocks.  She sells each block for around 2 cents USD.

Lien is an entrepreneur and is funded by the charity Kiva.org to help get her venture off the ground.  The charity loan her 1,626,900 VND (£55) to help start her business and she has already repaid the loan.

Kiva.org was setup 42 months ago, allowing us western folk to back entrepreneurs like Lien in developing nations.  The charity uses the web to connect the donor directly with the project they are backing.  Using the web the donor gets updates on the project success and can donate more or transfer the repaid donation to another project.

The charity has a repayment rate of 98%, has funded 221,971 entrepreneurs 82% are women. In its’ short existence it has raised over $90,000,000 using the web.  Because of the web, Kiva have been able to create a game changing charity.  Their donation and feedback model challenges how charities should be marketing.  It’s becoming more evident that charities can no longer keep knocking on a donor’s inbox and asking for more money.  Kiva has shown a game changing approach to marketing their charity through technology.

Amazon’s game changer was to show how infinite shelf space could change shopping habits.  Google has changed the game of advertising by only connecting the searcher with the ad for the product or service they were seeking.

Game changing marketing doesn’t have to always be so dramatic.  Local firm www.propertypal.com is chasing the might of Independent News and Media’s site www.propertynews.com by implementing better technology long before the media group.  The change is small but significant enough to affect the status quo.

Having a game changer makes online marketing easier.  Your game changer is the differentiator, the talking point that will get you retweeted or blogged, it is your buzz generator.  The most successful online marketing strategies we have been involved in have always started with a mini game changer.  So what’s yours?

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Sexist Sells…I don’t think so!

September 4th, 2009 by Niall McKeown

Sex has been employed in the advertising industry since it began.  At the beginning, wood carvings and illustrations of attractive women (often unclothed from the waist up) adorned posters, signs, and ads for saloons, tonics, and tobacco. In the modern era, a less stylised and often more direct implementation of the female form or the beefcake is being deployed in ads to grab our attention.

In 1994, Wonderbra created a neck turning; car-smashing ad entitled Hello Boys using the super model Eva Herzigová.   The famous poster was featured in an exhibition at the Victorian and Albert Museum in London and was voted in at number 10 in a”Poster of the Century” contest.

wonderbra-hello-boys

Voted Top 10 Best Billboard of all Time

In 2003, Easyjet created what it called a “non offensive, topical, humorous and irreverent” poster campaign that parodied the Wonderbra campaign of the 1990’s.  Using the strap line “Discover Weapons of Mass Distraction” the campaign paralleled the media hype around the discovery of WMDs in Iraq around the same time.  This ad received 186 complaints to the Advertising Standards Authority.

Humorous and relevent at time of publishing

Humorous and relevent at time of publishing

Fast forward to September 2009… The Northern Irish market has at least 5 active second-hand-car sale syndication websites that I know of, including Autotrader.co.uk, usedcarsni.com, nicarfinder.co.uk, utvdrive.co.uk, ulstertrader.co.uk.  These sites take dealers’ and private individuals’ cars and promote them either exclusively on the web or in print.  They don’t get involved in the car sales transaction itself.  In other words they are a car marketing company.

Because the cost of entry to this market is relatively low, it has created massive competition for the advertising spend of the car showrooms and individuals wishing to sell their car.  This in turn forces the website to try and increase its notoriety and traffic in order to capture the advertiser’s budget.

The result being that in a desperate attempt to grab attention, one of the local car marketing sites, Ulster Trader, has taken the original Wonderbra campaign and removed all intelligence, fun and intrigue from the original poster.  The result being a sexist schoolboy shocker of an ad campaign.

Shockingly Sexist and Unintelligent Advertising

Shockingly Sexist and Unintelligent Advertising

There is a very thin line between sexy and sexually offensive and this campaign has crossed way beyond that thin line.   There is no doubt that the campaign will win some short term discussion but the question Ulster Trader must ask is what harm this school boy gutter humor has caused to their brand and it’s long term prospect of survival.

I tried to call them to ask them about whom they felt this campaign connected with, and whom they felt it might alienate.  I wanted to know more about the agency behind the campaign and if the campaign is succeeding in building a trusted loyal following.   Alas there is no number on their website and the number listed in Yell.com is dead.

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5 Internet Businesses I Would Start

August 25th, 2009 by Niall McKeown
  1. Online PR Consultancy
  2. Twitter/Facebook CPC Exchange
  3. A Hyper-Focused Publication
  4. Become a website failure/improvement expert
  5. Online Marketing Dashboard

1. Online PR Consultancy

As mentioned in my last blog, Always the Tools Never the Content many marketers are going straight for the selection of free tools to try and enhance their web presence. “Lets Tweet, Facebook and YouTube it” is often the starting point of a marketing strategy. Rarely do you hear the cry “Lets think what we are going to say, understand what our customers need and understand the best channel to communicate with them”.

Eventually, disappointed marketers will turn to PR professionals for communication strategy advice. Online PR is a very different animal to traditional PR and requires a completely different set of skills. Knowing the editor of a publication isn’t as important as getting readers to digg or retweet the article, for example. The new marketer is the PR Agency that understands online culture not the Design Agency that understands CMYK and HTML.

print-internet

2. Twitter/Facebook CPC Exchange

We trust recommendations from other consumers over ads. As Google PPC AdWords become increasingly expensive the cost of consumer recommendations stand a chance of becoming a currency. The purchase of retweets, Facebook posts or third party endorsements carry a monetary value to the charity, product or service company needing attention. Realizing this value is a challenge but it could be the new celebrity endorsement.

The successful facilitation of this service is a money-spinner!

3. A Hyper-Focused Publication

My Geneticly Modified Pig Grass

My Geneticly Modified Pig Grass Experiment

Deep and thin is better than shallow and wide. A publication that is hyper focused with a limited readership may seem like a bad business model but imagine you had the readership and trust of 400 top Biologists researching genetically modified grass within their universities and research laboratories in the UK and Ireland. What would a supplier of products to this market pay for their attention? This is a deep and thin slice of wealthy influential people.

What if you had the readership of those getting married in the next two years in your region? The average Bride is in charge of €20,000 and is looking to spend. What would a hotel pay for a really hot opportunity to talk to someone like this?

Newspapers are shallow and wide in terms of readership. They don’t hold the attention of those with a passion for niche subject or pastime. Their advertising model is ineffective. Set up your hyper-focused thin and deep publication, work hard and gain trust and then understand the value of good PR with an ad model together and you have revenues for a lifestyle business that exceeds most normal salaries.

4. Become a website failure/improvement expert

Recently the owner of a great company called IQcontent.ie explained to me that their customer was a walking boot manufacturer. The website was well designed in the sense that it looked pretty and had great photographs of the boot with loads of user recommendations.

The site got lots of traffic but visits that were not converting to sales. With limited market research they found that customers were put off because they couldn’t view the sole of the boot to understand how the grip worked in the wet. When new photos addressed the issue sales soared!

Many business owners can get so absorbed in perfecting their product/service, they often assume that the customer assumes the obvious. Sometimes it just takes a different approach to understanding what makes a website work. Your inquisitive and logical approach can be of massive financial value to your customer. Get a few case study stories and start to tell them to everyone you meet! The work will roll in.

5. Marketing Dashboard

I’ll come clean – this is my latest project. In the days of old marketing we had a good idea of what worked but didn’t have the evidence to properly measure where our marketing spend was actually working.

Today we have data in the form of analytics, open rates, click rates, unsubscribes, followers, retweets, SEO, PPC….etc. We have now inverted the problem of old marketing to the point that we can’t digest all of the statistics coming from all of our marketing channels.

Our latest product reports on each channel by way of a handy widget. More importantly it understands the connection between your email marketing campaign and the increase in traffic to your website and delivers holistic advice and analysis.

This business better take off! It’s a great time to start an internet business.  What’s your idea?

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Always the Tools never the Content

August 19th, 2009 by Niall McKeown

“We use Twitter, Blogging, Facebook and Email Marketing”, said Andrew the Managing Director of an online travel firm. But under scrutiny Andrew didn’t know what to expect from using these tools. He just knew he wanted more orders. His strategy for getting more orders was to shout loudly until someone listened.

On closer inspection the Twitter account was following 1986 people and had 33 followers. Out of the 33 followers, 7 were spam, the rest contra-following from organisations that were sympathetic to the travel company but never likely to purchase anything from them. The travel company insisted on tweeting a new offer every day. They treated their Twitter channel as an advertising channel.

The Facebook fan page has employees and family as readers and again contained a sequence of ads for holidays and short breaks. The email list had nearly 100,000 email addresses but rarely achieved open rates in excess of 3% with purchases often equating to zero.

Andrew wanted to grow his Twitter following, Facebook fan base and rent new email marketing lists believing that his sales funnel would grow. Needless to say that this growth tactic would just annoy more people and not increase orders. The problem wasn’t the size of his audience; it was how Andrew’s company engaged with them.

Having a hammer doesn’t make you a carpenter nor does having a paintbrush make you an artist. The problem in Andrew’s case is not the tool set he uses nor is it the force he is applying. The problem stems from a lack of understanding the art and craft of how to use the tools. From experience I find that most organisations start with the tools before they ever ask the question if anyone is skilled enough to use them. Sometimes the tools fall into naturally skilled individuals’ hands, most times they don’t.

Give me tools...more tools!

Give me tools...more tools!

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