Digital Media

What’s Your Data Crisis Communication Plan?

Klout (@klout), the online standard for influence and scoring site suffered a severe system error that caused users social media profile scores to drop in value yesterday. I noticed a few people questioning their scores on Facebook so I went to my Klout page and noticed that my score dropped by 50%. I was not really bothered by the drop but more intrugued since it appeared to be happending to several users.

Between 8:30 and 12 noon I watched how Klout dealt with the situation. They did a great job of informing their users that there was an error and that they were sorry for the problem. They quickly sent tweets out informing their users that there was a glitch and they had not changed their algorithym as many people speculated on Twitter. By noon, Klout CEO Joe Fernandez had written a post explaining the problem and offering an sincere apology. Looking at the comments people were forgiving and appreciated the company explaining the problem and offering an apology.

Klout Twitter messages about scoring problem

With data being the currency of the social web, it’s vital that you have a crisis communication plan in place to deal with unplanned data loss or corruption. All systems can fail at any given time no matter how much we plan. Humans and machines make mistakes and often do. We are a forgiving culture as long as we know someone is listening and responding.

Klout did several things right. First it used Twitter as a customer support channel by addressing some of the first people asking why their scores had dropped. Secondly they acknowledged the error and informed users that they were working on the problem. Within a few hours it was fixed and they issued a nice post explaining the issue in more detail and apologizing for any problems it may have caused.

Sometimes when we have a crisis we can get unfocused fast. The first reaction is to find and fix the problem. But it’s equally important to have a crisis communication plan in place and enacted at the same time. Those responsible for the social media and outbound communication channels need to have a plan in place to know how to adquately react to consumer and customer questions. Chain of command needs to be properly identified and contingency plans in place in case spokespersons are travelling, on vacation or unavialable.

Let’s face it in today’s instant gratification and social media world you are being judged on how well you react, communicate and respond in a very short period of time. Klout’s example happened in less than 4 hours! Klout’s glitch has no life or death implications. But for a company that relies on accuracy and awareness of their service it’s important for them to have a reliable scoring system that does not frequently crash!

Do you have a crisis communicatoin plan for your data?

3 Awesome WordPress Plugins for SEO, Links and Personalization

Wordpress Plugins

Awesome WordPress Plugins

If you use WordPress for a small to medium sized business website then this post is for you. Over the past several months I have discovered some awesome WordPress plugins that can help you with your Search Engine Optimization (SEO), link management and create custom pages with dynamic widget management.

WordPress SEO Plugin

WordPress SEO is a great plugin to help with all the SEO work you need to do on your site. I first heard about this from local SEO guru Phil Buckley (@1918) and have been found it to be one of the best SEO tools I’ve used. Just this week a new release was announced and available that makes this plugin even better. WordPress SEO allows you to change the meta keywords and descriptions and other tags that search engines crawl and index on your site. But where it really adds value is by performing analysis on how well you focused on the keyword you want to be listed under. The latest release is now paired with Linkdex for enhanced analysis that reviews your post and gives you feedback on how to tweet your page for maximum optimization. This allows you to go back and edit the specific areas to focus more on what keyword you are wanting to show up for in search results.

Yoast WordPress SEO Plugin Page Analysis with Linkdex

Yoast WordPress SEO Page Analysis Screen with Linkdex

Broken Link Checker Plugin

The second WordPress plugin I’ve found useful is Broken Link Checker. Finding broken links is a never-ending task and this WordPress plugin does all the hard work for you. It detects links that don’t work, missing images and redirects and will alert you via the WordPress dashboard or email.  There are several options for page and posts types and you can prevent search engines from following broken links as well.  The interface cleanly lists all broken links and allows you to edit, update or remove the link depending on the circumstances.  I use this to find any broken internal links that may have happened from archiving or changing URLs as well as any links on other sites that have changed.  You can also scan the link source for links that are not really broken like older tweets that have been archived from Twitter and other sites.

Broken Link Checker WordPress Plugin Screen

Broken Link Checker Plugin Screen

Dynamic Widgets Plugin

Creating a personalized experience is key to website design and conversion optimization. With the Dynamic Widgets WordPress plugin you can do just that. This plugin allows you to choose which pages that specific widgets will appear on the page.  The settings are very robust and can be set according to user roles, dates, pages, categories and Buddypress groups to name a few.  These options allow you to set  default and custom settings for specific widgets.  For example if you want to cross sell on a landing or conversion page you can set those widgets to appear on those pages and any child pages.  Using this tool requires some level of widget modeling and you may find it necessary to develop a chart that lists what widgets should appear on what pages depending on your specific criteria.  It takes some work to get it all setup but in the end it is worth it.

Dynamic Widgets plugin screen

Dynamic Widgets plugin screen

I hope you find these WordPress plugins as valuable as I have. What are some of the WordPress plugins that you have found to be helpful?

Does Selling Out Kill Your Brand?

No Comments » Written on March 29th, 2011 by
Categories: Digital Media, Social Media, Strategy

MySpace RIPMySpace and FriendFeed were early social platforms that grew their community and eventually found their respective suitors.  But was acquisition the kiss of death to these companies?  It seems that after they get their payday these companies are forgotten by their new owners for several reasons.

FriendFeed was supposed to be the Twitter killer for Facebook. FriendFeed is a service which, instead of layering a meta-network on top of all your other social networks, will create a news feed incorporating them all much like the Facebook news feed.  FriendFeed was acquired by Facebook in August of 2009.

By providing a microblogging platform to Facebook, it appeared that it would compete for the 140 character crowd and challenge Twitter.  But it never happened.  In fact Facebook’s integration of FriendFeed into its status updates never materialized and unique visitor traffic to the site has dropped from 800K visitors to 200K over the past year.  With Facebook’s recent acquisition of Beluga, FriendFeed’s days may be over.

MySpace had it’s big payday with Fox. After purchasing the number one social network in 2005 for $508 million It became a lonely stepchild in the Fox family.  Once the king of the social media networks, it’s growth has declined over the past few years as Facebook’s has grown.  Recently Fox announced that it was planning on shutting Even though it has more users than Facebook, its growth has stalled and now Fox is looking to shut it down by this June.

So what happened?  First and foremost when companies get bought out for a big payday like these two there is some loss of talent via attrition.  The new owners are challenged to find new creative leaders and must integrate the new company into their corporate culture.  This was the case when Macromedia and Adobe merged, although Adobe was the larger, more established company, Macromedia’s culture became the dominating force in the new organization.  Failure to integrate properly can stifle creativity and hurt the product or service.

Another factor can be that the new owner does not understand the business model of the acquired company.  In the case of Fox they wanted to get advertising revenue but ignored the user experience and how to grow the community. As traffic to the site declined so did ad revenue.  Leaving Fox with a property that is dying.

Maybe Groupon and Facebook have the right formula.  Stay private and keep the quality of your product high and continue to evolve the user experience.

Remember Plurk, Plaxo and Poken?

With a new social media site being announced every few days I wanted to go back to some of the sites that were abuzz a jew years ago. After the initial launch and buzz what happens to these sites if they don’t attract critical mass? I decided to look at three sites that I have not looked at in over a year.

PlaxoPlaxo is an online address book and social networking service founded by Napster co-founder Sean Parker in 2002 that as of a few years ago reported 20 million users. Plaxo provides automatic updating of contact information as users store their data on Plaxo’s servers. When users update it updates all their connections address books and users can connect and access the address book from anywhere. I tried Plaxo but found that I was already connecting with other business users on LinkedIn. One of the annoying factors that Plaxo has that I did not like is that I received many email invites to connect on a platform that I had already abandoned. This did reflect poorly on the company as it was accused of violating email spamming laws. Plaxo was acquired by Comcast and in 2009 announced that it would charge for the Microsoft Outlook synchronization service.

PlurkPlurk was an alternative microblogging platform to Twitter launched in 2008. It lists user updates or “plurks” in a timeline which lists all the updated received in chronological order and delivered to the other users who have signed up to receive them. The majority of Plurk’s traffic comes from Taiwan. I found a single user that said he used it a few years back when Twitter was experiencing frequent outages and he used it to communicate. What it lacks is the ability to create groups, aggregate information and other useful tools that Twitter employs to organize communication.  When I checked Plurk recently it seems to have abandoned the timeline updates and the user interface looks very similar to Twitter with a vertical feed.

PokenPoken is both a social site and hardware device that allows the exchange of online social networking data between two keychain accessories. Each person must have his or her own device in order to exchange information. It has been called the social business card and attempts to be a digital replacement for physical business cards. The keychain device is inserted into a USB drive and data is uploaded to the site. Like Plurk users were presented in a horizontal chronological timeline. For the few users I actually connected to it imported them twice and never could figure out how to get rid of the duplicates. I also found it hard to use when swapping information with other Pokens.  The light was covered and there was not way to determine if it worked other then blinking light sequences.  I usually still swapped paper business cards. I actually won my Poken at a Raleigh Social Media Club event and used it for several months but only exchanged info with a handful of users. The battery eventually died and I was unable to find a replacement. Now I’m not even sure where the device is.

It will be interesting to see if these technology companies will survive over the next few years. In my next post I’m going to look at how Plaxo and two other sites have survived after being purchased by major corporations and if it was a good or bad move for them.

Have you used any of these networks lately or have they fallen off your radar?

Mobile Website Design Tips

No Comments » Written on March 15th, 2011 by
Categories: Digital Media, Marketing, Strategy

Sample Mobile Website screen shotSo we know that two things are hot in business communication and marketing in 2011:  mobile and video.  And of course mobile video but that goes without saying since it’s a combination of the two.  But with the increase of smartphones and mobile web usage, more and more people will start to access your site via a mobile device during the next several years and beyond.

Creating a mobile version of your website can be a daunting task but it does not have to be.  Like all projects it requires some planning and design with realistic expectations.  With this in mind I’ve created some tips on building your mobile site without too much frustration.

First determine what the mobile web experience should be for your customers, prospects, partners, etc.  If you’re a local business that has a storefront, then you need something that will provide directions and easy to find phone number.

Determine what information you want on your mobile site. If you have a large site you don’t need to put everything on your mobile site.  You can put a link to the full site for anyone that has to have it but determine what the key information you need on your mobile site an build pages around that.

Have a simple and easy to use navigation in place.  Mobile web browsing is not easy and even more difficult if it’s hard to go from one page to the next.  Have simple icons that links to your mobile pages and maybe a Home link that can take the user to the main landing page.

This seems redundant but after reading the previous two points, you don’t want more than 6-8 pages on your site and no more than two levels deep including the home page.  Again look at what the mobile user experience is.  Most of the time it will be to do a quick lookup to find your contact information or directions.

Keep the design clean and simple.  Don’t use complicated backgrounds or image backgrounds.  Use solid colors and icons sized for mobile use.  If you designed a favicon for your website use that where you can.  Or if you have created a good avatar for your brand use that.

If your site has a WordPress blog there are some great mobile themes like WPTouch, Carrington Mobile, News Press that will create a mobile version of your WordPress site.  I use WPTouch and like the fact that I can upload my own custom icon for saving to the phone’s desktop!

If you don’t use WordPress that’s OK.  Creating a mobile webpage requires some simple coding and scripts that can be placed on the main landing page to direct traffic to the appropriate site based on what type of device is viewing the page.  Also check to see if your script allows you to specify mobile device types. For example can you allow iPads and tablet devices to view the site as a normal web browser resolution?

Remember to keep it simple and develop a basic mobile website with your first design.  After testing, review and feedback from visitors then look at how and if you should add more to your mobile website.  Chances are you may hit a home run with the first iteration and a few minor changes.

Are Mommy Bloggers Taking over the World?

Mommy Bloggers Represent a Growing Trend in Online Advertising and InfluencersThe New York Times ran a great article about Heather Armstrong last Saturday called Queen of the Mommy Bloggers. Who is Heather Armstrong you say and why should we care? Well Heather is better known in the online world as Dooce (@dooce) and is one of the most influential women in media reaching an estimated 100,000 readers everyday.

Of course it’s easy for men to say so what? Unless you’re in the consumer goods industry where influential mommy bloggers have the ability to make or break your product.  Bloggers with large audiences like Dooce can turn off millions of potential buyers and existing customers with one bad post.  Of course a bad posts should be the result of poor quality or service and that was the case with Dooce and her  Maytag washer experience.

But mommy bloggers are nothing new in terms of how women have communicated about their purchasing decisions since the 1950s.  Traditionally women have been the key shopper in families and seek other other women’s opinions about specific brands and services in order to justify their decision as well as possibly explore other avenues.  Men do it too but men’s purchases  tend to be larger, less frequent items, not the day to day consumer goods and staples.

One of the lines that struck me in the Times article was:

..countless other banalities of one mother’s eclectic life that, for some reason, hundreds of thousands of strangers tune in, regularly, to read.

What struck me is the “for some reason” part. The reporter should have thought about why do so many mothers tune in to Dooce or other parenting blog on a regular basis? There are several reasons why mothers, especially new mothers are going to these sites and social networks:

  • It gives them an opportunity to connect with others in the same situation, especially if they are new mothers and facing the challenges of being a parent for the first time.
  • They can talk to adults versus children and even see what their non-married, childless friends are doing.
  • It gives them a platform to communicate and document their thoughts in written form.
  • Sometimes people just need to vent and express how they are feeling.
Many times mothers are stuck at home dealing with children, household responsibilities and social networks offer them an opportunity to connect with the outside world in real time.  Generation X and Y moms are the first generation that can seemlessley integrate technology into parenting.
Savvy marketing and advertising execs have caught onto this trend and are pushing online ads on popular blogs like Dooce that reports $30,000-$50,000 in monthly advertising revenue.  Ideally local companies can use apply the strategy by identifying local online influencers and partnering with them for product reviews, special events and other marketing activities to reach customers.
Are mom and parenting blogs a part of your online marketing plan? Are they key influencers in your market?

Movember Interview: Protea Digital Marketing

No Comments » Written on January 26th, 2011 by
Categories: Digital Media, Marketing, SEO, Strategy

I had the opportunity to meet and interview Steven Kent (@proteadigital) in December.  Steven took me up on my offer to interview anyone that donated $50 to my Movember fund and I was glad he did.  After meeting with Steven and learning about his business I found out that he really knows his stuff.

Steven Kent

Steven is the Director and Owner of Protea Digital Marketing, which provides integrated digital marketing services to small and medium sized businesses.  Steven started Protea in November of 2009 after spending a few years at an email marketing company.  Now he serves as an outsourced marketing department for small to medium sized business primarily focusing on pay per click (PPC) and search engine optimization (SEO) services.

Originally from South Africa, Steven came to the Triangle to attend Duke University where he studied public policy.  After finishing his degree he spent a few years working for an enterprise software and business process consulting company.  During his tenure he was able to travel around the world working on projects in far away destinations like Malaysia.

I asked Steven how much of the marketing role he performs for his clients.  He told me that the dose most of the work himself and hires graphic designers when he needs design work and or developers for custom applications.  He likes PPC and feels that, “basically it works, very controllable and targetable,” for his clients.

We discussed how PPC works for B2B companies and Steven’s view was that it helps with company and brand discovery and awareness as well as keeping potential customers interested.  One of his biggest successes has been being able to demonstrate results on PPC campaigns that can drive revenue upwards of 55%.

I asked Steven what some of his challenges have been.  He stated that it’s hard to find people that understand the technology as well as the marketing aspect.  “You tend to find people that are one way or the other.”

Steven believes that being ethical in marketing is critical.  There are too many horror stories of how businesses hire digital marketing consultants and have nothing to show for the costs.  Steven’s approach is to do quality projects and do them well.  There are too many companies that cut corners or don’t perform in a good way.  He’s also not afraid to turn down business if the company does not have a quality product or service.

Protea Digital Marketing

I also asked Steven where he sees Protea in the future.  He wants to grow his business and sees a need in 10-15 employee sized companies that done have web marketing expertise.  Protea can offer them top quality we marketing at an affordable price.

I want to thank Steven for his donation and time.  I enjoyed meeting him and learning more about his business and background.  Needless to say if you are a small company that needs web marketing expertise, especially in PPC and SEO, Steven is a great resource.

Disclaimer: Steven donated $50 to my Movember Men’s Cancer Raising Fund based on my offer to interview anyone in the Greater Raleigh Area that donated $50.  I in no way received any compensation for the interview.

Create Your Own URL Shortener

14 comments Written on January 18th, 2011 by
Categories: Digital Media, Marketing, Strategy

Bit.ly, ow.ly, tinyurl are just a few of the free services that allow you to shorten your links for social media and analytical tracking. But you can now have the power of these free services with your own custom short URL using YOURLS which stands for Your Own URL Shortener.

YOURLS is a free application that contains the PHP scripts to shorten URLs and track their clicks. Much like WordPress, YOURLS requires a LAMP (Linux, Apache, MySQL, PHP) configuration and installs quickly and easily. After it’s setup you can integrate with your WordPress blog, use to shorten URLs on the fly or even make your own public link shortener.

The first step is to find your short domain. One site that I found is Domain Search that allows you to search the many country specific extensions. Instead of .com or .net, you can find extensions that fit your brand. For example my short URL is sqjw.me for Square Jaw Media. You want to play with phonetic and abbreviated versions of your brand or product name to find the right short URL.

Once you have purchased your URL and directed the name servers to your web server it’s time to install YOURLS. Much like WordPress YOURLS install code does most of the work. After downloading you want to set up your MySQL database and enter your login information to the YOURLS config.php file. The YOURLS site has good documentation to walk you through the process and explains the configuration options.

The final installation step is to copy all the site files to your web server. After logging into the administration at http://yoursite.com/admin/ your ready to create and test your first short URL. I recommend testing a few YOURLS with someone you know via email or IM before posting out on social media sites. That way you can work out any bugs before going public.

YOURLS link shortening screen

You can also customize your short link. For instance I created a short link (http://sqjw.me/web) to use on my Twitter profile and track how many people click from my Twitter profile to my website. You can create a customer short URL for each of the sites that you link to your website to determine which site drives the most traffic. From the YOURLS admin interface you can also share your links to Facebook and Twitter.

Once you have shortened and shared your link you can then see how much traffic and from where the clicks came from. The reports include geographic as well as time period statistics. Direct and referrer clicks are also tracked.

YOURLS statistics

There is even a WordPress plugin that will automatically create the short URL when you publish a page or post. The only downside I’ve encountered is that the plugin can create multiple links for the same page or post. Luckily there is a support forum where you can log your bug and I hope the developer fixes this bug soon so I can take advantage of the integration.

Overall I really like how YOURLS gives greater control over short links and accompanying data. The creative marketer in me loves the branding aspect. Try it on your blog or website and let me know what you think.

2011 Social Media Predictions

Myself along with several other smart folks participated in Jason Peck’s (@jasonpeck) e-book. Online Marketing Predictions for 2011

Beyond The Basics: Creating Great Short Online Video

For my third episode I travelled to Chapel Hill and met with David Rose (@dbrose67) COO of Magent Video (@magnetvideo) to talk about how to shoot short corporate video.  David and I talked about the challenges of producing a great 30-60 second video for your website that keeps your audience’s attention.  Some of the interesting tactics I learned were:

  • Keeping your script down to 150 words and clearly communicating your core message.
  • How to use analytics to see how your customers are looking at videos and then interacting with your company.
  • How and where online to manage your video library.

David’s office had some great places to shoot.  His partner has several motorcycles on display and we chose the sweet BMW in the front lobby to use as our shoot background.  Thanks again to David and Magnet for participating!