social media dilemma Archives - Page 2 of 3 by Mark Murnahan

SEO and Social Media: Picking Chicken Poop from Toothpaste

I have heard many arguments separating SEO and social media by trying to decypher which is more valuable. Many of the people arguing this point are on one side or the other, and miss the point that they are both tactics which work together toward an overall strategy. Many people also seem to miss the fact that they are largely the same thing.

Here are a few questions that marketers use for producing arguments:

Which is more important … SEO or social media?
Which discipline provides the higher return on investment?
How do you calculate the ROI of social media?
SEO? Isn’t that some sort of fairy dust?
How do you separate chicken poop from toothpaste?

OK, that last one was my own personal interpretation, but seriously … how can people get this so mixed up that they stand in their corner arguing their respective knowledge without coming together in the center and having a big group hug?

SEO opens a lot of doors for companies. Having their greatness spread across the Internet in a way that people will find it when they search for something is extremely productive. People still ask me the question “how will people find my website?” To me, the question seems pretty easy … they will search for it! Having great information on a well prepared website and making it available to search engines is a “no-brainer”. Well, it is a “some-brainer”, because a lot of people still don’t really grasp it. In any case, it is very valuable, and backed up with a lot of facts. It also provides a lot of value to back up your social media marketing endeavors.

Social media is a great way to discover the people who may be interested in searching for you. It is often a proactive approach where you can add yourself to the mix. It is also a great way to learn more about those people who are already searching for you, will be searching for you, or may never search for you but will take a recommendation from others they trust. It also provides a lot of value to your search engine optimization endeavors.

I find that a lot of people get these two fields very confused, both by trying to separate them and by trying to merge them. SEO and social media both have their own unique qualities, but the reality is that trying to separate them is about as easy as picking chicken poop out of your toothpaste.

Both of these areas of Internet marketing are the same in many ways. Search engines use popularity of a website measured by incoming links pointing to the website content as a major factor for ranking. Social media also uses the popularity of website content as a major factor for ranking. What a lot of people fail to realize is how much they both work the same, and they both work in synergy.

I would be pleased to carry on in my typically lengthy way of writing until my brain hurts from extolling the values of these various marketing tools, but I have already done that. After all, have you seen my blog title? It is titled “SEO and Social Media Marketing Blog“ for a reason.

Today, I want you to jump in and help me to explain how both are intertwined yet diverse.

If you can offer a better way to describe the relationship of SEO and social media than to say that it is like trying to pick chicken poop from your toothpaste, I will offer you a kiss full on the mouth. I have nice fresh breath, but I can assure you that I have found a whole lot of “chicken poop in my toothpaste”.

I still brush regularly.

Photo credit to andrein via Flickr

Is US Airways Listening to Social Media? Are You Listening?

I just read a blog article about a poor customer experience with US Airways. It got me to thinking about the ways we listen, and I think it could be described as two different types of ears.

Consumer Listening: Skeptical Ears

The first type of ears are those of a skeptical consumer. We have skeptical consumer listening skills which are pretty basic and instinctive. These are the ears we use to hear scandal and negativity. Most people have this set of ears cranked way up to hear anything they need to know as a consumer.

Consumer watchdogs are everywhere, and social media brings them out in a big way. In fact, it allows each and every one of us to be a consumer watchdog and to tell our story. Anybody with a bad experience can make a pretty loud sound using social media.

Consumer Listening: Marketing Ears

With a different set of ears we hear the marketing message of a company. We turn the sensitivity of those ears way down. These are the ears we use to hear all of the good things that a company does, and the reasons we should buy from them.

As a test of your ears, just consider it this way: Do you hear me better when I say that I want to provide you with my valuable SEO and social media marketing services (and I do), or when I warn you about ways you may be screwing up your SEO or social media marketing? You see! Your instinct is to hear what could hurt you, more than hearing things that can help you. This is why it takes so much more effort to spread a good marketing message than to spread a negative message about a company.

We have all heard that it takes many “rights” to correct a “wrong”, but what if you could turn the “wrong” into a “right” of sorts?

Turning Up the Marketing Ears

There are a lot of ways to turn up people’s marketing ears and help them to hear you. Ironically, it can sometimes come from whispering into their other set of ears … their skeptical ears. If you are running a business and somebody is talking about your brand, you should be listening to the negative and even using it to your advantage. I see it all the time that companies are either not paying attention, or they hear negativity about their brand but do not address it. They just hide their head in the sand like an ostrich and wait for things to blow over. What they often overlook is all the potential for benefit they may be missing. They see it only as damage, and often try to ignore it in hopes that it will go away. The truth is that it is not going away, and ignoring it only serves to cause a sense of passive aggression. It often makes people want to scream even louder about their distrust or discontentment.

US Airways Best and Worst Scenario

What if US Airways hears this message of discontent about their brand and ignores it? It means that they will further lose faith from this consumer, and also that of others he encounters … both online and offline. On the other hand, what if US Airways used it as an opportunity to regain his faith? What if they were able to improve his opinion of US Airways and even come to make him a fan of their company? Can you imagine the value of turning it completely around and showing a disgruntled consumer that you really do want to make them a happy customer?

I suspect that the disgruntled US Airways customer, Jeff Gibbard will soon have answers to whether US Airways is listening. In the meantime some skeptical consumer ears are perked, and just waiting for US Airways to whisper.

Are you listening with both sets of ears? Come and let me whisper in your skeptical ear. 😉

Update: 14 June at 7:30 p.m. USA Central Time

I would like to add that America West Airlines, which is the same company as US Airways (they merged in 2005) has been here and did nothing! They gave no reply, and made no attempt to apologize to Jeff Gibbard or even give an excuse.

Here is a screen capture from my visitor log which clearly shows that this article is visible, even to the noisy airline industry.

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Tylenol Cyanide Murders Reflected in Social Media

In 1982 when the world heard that somebody had laced Tylenol products with potassium cyanide, many people were terrified to take a Tylenol for their headache for fear it would kill them. Some caution was in order, for certain. I remember my mother dumping out any Tylenol we had in the house after watching the reports on television. Was it realistic to believe we actually had laced Tylenol in our own home? Probably not, but similar types of unrealistic caution and chaos are still happening every day in social media. Can you imagine how many more people would have been trying to capitalize on those news stories if Twitter was around back then?

The Tylenol cyanide murders of 1982 changed a lot of consumer views. If you don’t believe me, just take a look at the packaging of nearly any product. Before 1982, product packaging was much less secure. Many products could easily be tampered and you would never know it. This created a lot of change in the world, and it resembles changes that we see in social media. From location-aware service causing home burglaries to swine flu (H1N1) killing millions, to social media marketing, the Internet is wrought with fear-selling. I will give you some examples and hope you see the similarities.

Location Aware Social Media

There have been a handful of reports of people’s homes being burglarized after they made a Foursquare, Twitter, or other social media service update while away from home. This is a very personal matter that I neither strongly advocate nor oppose, but as an observer, I think the reactions are a bit overzealous. All of the sudden, there is a huge wave of concern for home security making headlines. It didn’t take many burglaries to see a mob mentality take shape and for people to use fear to spread a message. A smaller number of people made the point that only because you make an update away from home does not mean that nobody else is home. Even fewer made the point that it may be better to be away from home while the burglar is at work.

Swine Flu Put Twitter Over Capacity

I blogged about the Swine Flu (H1N1) spread on Twitter very early, on 25 April 2009. It was an amazing case of how quickly things can be passed along, but also how little vetting and how much corruption can happen in communications. I also wrote about concerns of real-time social journalism vs. professionally vetted journalism. Fears are easy to promote, while facts are often a bit harder to produce.

Social Media is a Great Marketing Tool

When the world heard that social media is a great marketing tool, the masses rushed in. It seems that every public relations rep, advertising rep, or SEO who was starving in their line of work decided to starve selling social media services instead. Note that those fields are not dead. There are still successful PR firms, advertising agencies, and even SEO who do not sell social media consulting and marketing services at all. Although each of these services are deeply intertwined, many of the people who made significant efforts to focus on social media above their previous focus did so because they were already at a low production level. It seems that since many of them saw a bunch of people talking about their business on Facebook, they signed up for everything they could get their hands on and hung their shingle as a social media expert. That should get them rich beyond all belief, right?

This can initially create more of a problem than a solution for the industry. It creates great challenges for people to filter quality. At the same time, there is the positive side, in that it causes the cream to rise to the top, so to speak. Business uses the same law of nature that we call “survival of the fittest” and the weak will starve and eventually die.

As we wait for the weak or less talented to die their slow miserable death, we endure these times of turmoil. Saying that anybody can provide a justifiable service to a company in social media is like saying that any guy off the street can be Tom Brokaw or Walter Cronkite. Sure, they can report something, and they can even make it believable, but is there a sustained value? We shall see, but in the end, I believe it all comes out well.

In the famous words of Walter Cronkite, “… and that’s the way it is.”

Eureka Springs Tourism = Fail Arkansas Style

Eureka Springs, Arkansas is a lovely little tourist destination … blah blah FAIL!

Do they wonder why people make fun of Arkansas, or do they even hear it? Maybe they just figure people make fun of every state that way. You know, like the way people make fun of all those barefoot inbred hillbillies playing the banjo and smoking corn cob pipes over in Colorado’s tourist destinations.

Sure, for all the jokes, there is charm in Eureka Springs. Sometimes it is the kind of charm of looking at an ugly baby. You get a good laugh after the parents are out of earshot and wonder how you held it together without spewing your drink out of your nose. There is still charm to that ugly baby.

Enough Eureka Springs Jokes, This is Business

Seriously though, there really is some charm to Eureka Springs, Arkansas, and I am not just saying that to avoid being buried out by the woodshed or cut up for catfish bait. I said I would stop joking, so here you have it … the real deal.

Eureka Springs, Arkansas has been a nice little tourist destination, and perhaps still even has much of its original charm … for now. Sadly, it seems that they slipped behind the eight ball as other communities have embraced their would-be tourists and are poised to take Eureka Springs right off the map given time. It appears as if this little town has elected to roll over and die instead of taking steps to regain their reputation as a tourist destination that wants visitors. It is a case of survival of the fittest, and this tired old animal seems to have given up.

To show how serious their problem is, just have a look at this Eureka Springs social media analytics report. If this was funny it would be a great submission to Fail Blog. Instead, it is a sad fact of utter social media failure and business failure. It is something I see often, and worth a good strong warning to anybody who thinks an empty Facebook Page or following a bunch of people on Twitter without any interaction is how to see benefit from social media. It is also a warning to anybody who still doubts social media’s importance to a business or to a community.

It really does matter, and it really does drive real business. Otherwise, why in the heck did Pepsi spend $20,000,000 (yes, twenty million dollars) in social media outreach instead of Super Bowl commercials? Sure, you can say that is crazy, but it was a huge success for Pepsi. Read “Social Media Marketing: How Pepsi Got It Right“.

How Eureka Springs, Arkansas Tourism Failed

Is it really a failure? Yes! When you lose market share you fail, and when social media barely even knows you exist, it is a pretty good picture of your business health. This is especially true of a geographically-bound institution such as a city. They cannot just move to a better location, so instead, they count on people to come to them. This does not mean waiting for people to search Google for things to do in Eureka Springs, Arkansas. It means telling people about its charm and cultivating a market of potential visitors. It means creating an awareness of the community instead of just rolling over to die. It means having the highest waving arm and saying “pick me” when somebody is looking for a nice day trip or a romantic getaway. It means generating a fan base of people who will tell all their friends how incredible the place is and that everything from the food, the people, the scenery, the shopping, and even the bed sheets at the bed and breakfast were amazing. Yes, it is just like old fashioned word of mouth, except that it spreads further, farther, faster, and with much greater longevity than the blurb from somebody at the water cooler of days past.

Here is a video I was presented with that illustrates a very troubling fact that some people seem to believe just putting something on the Internet will make people come begging to do business. It is worth a laugh.

Arkansas Governor’s Conference on Tourism

I will tell you how Eureka Springs was recently brought to my attention. What prompted me to write this was not a recent trip or a good experience. It was a message on Facebook about a blog post. The blog addressed Eureka Springs’ failure to make people aware of an upcoming event that is important to the community. Ironically, it is the “Arkansas Governor’s Conference on Tourism“. Yes, seriously … Arkansas Governor’s Conference on Tourism is coming, and if left to the Internet to discover it, you might think it would be hosted by their new Governor Bill Clinton.

Do you see how nicely that spreads? A friend told some friends, who told some friends … and the story goes on. This is how social media works. This is the power of people communicating with people. This is what Eureka Springs and a sad too many hard luck stories out there wondering why all the customers disappeared should know.

I think it is both funny and sad that a word I made up only yesterday on another blog where I write has more presence in social media than an entire town that relies on tourism to pay the bills. It is sad indeed! I think Eureka Springs may need a “social media dubeshag“.

Social Media Transparency Meets Business Decorum

Decorum is defined by Wikipedia as “Appropriate social behavior; propriety” or “A convention of social behavior”. Since it is a social topic, the standards of decorum are different depending on the social group. Yes, the people count, and what may seem completely innocent to you could be a great offense to another person with a different imposed expectation of decorum. It is more important than ever to be aware of the standards of decorum as it applies to your business, particularly due to the vast mingling of social media in business.

A lot of people talk about transparency in business these days. It is a really fantastic thing, but it can also backfire. I don’t just mean “backfire” like clients finding pictures of the CEO passed out with a couple of strippers. It can be a lot more subtle at times. Transparency and decorum in business does not just have to do with hiding things you want to hide and letting fly with things you want people to see about you. Transparency and business decorum meet when you present the person or company you really are, while also actually being what people expect and deserve of you.

Transparency and Business Decorum

So what about transparency? Some people think that transparency is the latest and greatest new invention, but some of us have always known the importance. Making transparency and decorum play nicely together is even more important.

When you walk into a doctor’s office, you expect to see people in scrubs and suits, behaving “properly”, but if you go to Hooters, you expect to see people wearing tight shirts and helping people get drunk. The same people can be found in either place, but there is an accelerating shift in the sense of what is proper.

I am clearly not the only person who has noticed changes in our world. What defines decorum today is not what defined it in times past. We see examples of business decorum changing all around us. Some of it we like, and some of it we despise. I like wearing blue jeans, and I don’t give a damn what my clients or peers wear. You see, there goes my decorum in a big wreck, but it matches who I am and also my readers’ expectation, which shows transparency. I am a creative geek who thinks stuff up. I am not the guy greeting people at a grand ball.

Business Decorum and Attire Are Not the Same Thing!

Business decorum and attire are not entirely the same thing, although attire is a part of decorum. Since it is an easy way to visualize, I’ll go with it. I am reminded of a funny thing I saw while I was speaking to a group of marketers a couple months ago. It was a great event, with over twenty speakers on different marketing topics. At the speaker’s reception afterward, I visited with Jamie Turner of Bennett Kuhn Varner, Inc.

Jamie gave a great talk about marketing. While we bellied up to the bar and prepared to answer questions about our respective talks, I joked with him that it looked like we were at a coroner’s convention. Everybody was wearing a dark suit, while Jaime and I were the only guys with enough good reasons to come in blue jeans and sport coats. We were the best dressed guys in the whole place by a long shot! Everybody else looked like the guy you saw when your sweet aunt Crystal passed away. Did our blue jeans and more relaxed attire make us less desirable to clients? If so, I suspect either of us would thumb our nose at a pretentious client without ability or sense to read into the numbers anyway. The real mystery is in who could see the market, and who grasped the shift in expected decorum. My bet is that if you walked into the same group of people in another city, you would see a different outfit on both attendees and speakers. We were on the front of the shift for Midwest USA.

That same night, I also saw attendees doing things that were so entirely opposite of the propriety their business suits suggest that I went back to my room and called my wife to remind her how much I love her. OK, here goes my decorum flying off the hook again when I say “Who is proper now, bitches?”

Decorum Guidelines Are Blurry Lines

I work in a very diverse group, in many cultures, and with many varying expectations. So, in my case, my clients know that I can be as prepared in marketing a medical supply manufacturer to hospitals as I am marketing burritos and beer bongs. That is just me. I am a quintessential marketing guy. I do what is best for my clients, while maintaining their transparency and business decorum at the same time. It is like magic how it all comes together, and I love this about my job. I am expected to be a little quirky and occasionally pop off with something unexpected and sound like I suffer from Tourette syndrome (shit). Yes, I am expected to be unexpected, but for many people and companies I would suggest: “Do not follow my example!”

Something I find astonishing is how often a client will be just as quirky and unexpected as me and do something totally stupid in their marketing. I can do it … I am supposed to! Unrestrained expectations of what works for one company automatically working for your company is like testing cyanide to see if it works. It is best to send it to a lab.

In reality, we are all collectively the ones who make decorum exactly what it is. It is a social standard that is bestowed upon us by those around us, and carried on by each of us. When there is a great disparity between your sense of decorum and that which people expect of you in business, you have the making of a marketing failure … or success. Knowing which way to go is where the lines are very blurry, and if you are not up to proper research, you could end up on the wrong side of the cyanide test.

Business Decorum Changes Over Time

Standards change, as they always have over time. It may happen too slowly to notice the change until you see extreme instances. The video below gives examples from a supreme court nomination floundering for smoking marijuana, President Clinton being teased, and then the rush for politicians to talk about their marijuana use. Today USA has a president who spoke to a group of high school kids about getting high and doing blow. That is change! It should also speak to the importance of transparency and decorum working together. Transparency for transparency alone can be very off-putting to many people.

The standards of decorum for one person may be completely repulsive to another. With enough exposure to a change of standards, the repulsion weakens, and we take a “since we can’t beat ’em, join ’em” approach. Considering this from a business standpoint, it can take a whole lot of branding to overcome and win people over. Sometimes this works, but sometimes you are better off to stop trying to beat your market and join them. First, you should know who you are, who they are, and what is proper in your instance.

Tell me what you think about the marriage of transparency and business decorum. That is why my blog has a comments form.