In Our ADD Afflicted World, the Football Association Fights Back.

June 1st, 2010

footballAs an Australian, I am afraid I struggle to build up the appropriate supportive fervour for an English sporting team no matter how long I may have lived here. Nevertheless, I am aware that English World Cup Football hasn’t been enormously successful over the past…er…decades, and despite everything I would like to see them do a little better if they could. And it seems that the FA would also like to see some improvement as well – and as a result, they have prohibited the players from saying anything via social media during the weeks of the World Cup.

Although one could see this as an effort to prevent the players from disclosing tactical secrets or letting any weaknesses slip out into the public arena, I am actually not so sure. I am pretty confident most of the players would like to see England do better as well, and most of them (one would hope) would think twice before giving their opponents an edge. Actually, I think this is more a case of trying, as the article says, “just to focus players’ minds on the task at hand.”

We live in a world afflicted by attention deficit disorder, in my humble opinion. With so much going on, so many things to update, look at, read, catch up on, respond to, announce or check, that fantastic state of pure, unadulterated focus is something that many of us rarely experience. However, no matter how clever we all feel we are because we can do so many things at once, in order to be the absolute best you can be, to truly become an expert or a master, you need focus. That might be an old fashioned way to look at things, but I do feel it still holds true…as does the FA.

I have to admit, there are fewer pleasures as wonderful as being totally in the moment when you are doing something. It is when you experience perfect focus, nothing else matters and time seems to disappear. The only thing important is what you are doing, and you could do it forever. I get it often when I am reading or studying. I also get it when I am running long distances. Unfortunately, when I get back to the ‘real-world’, with phones, Facebook, people, Twitter, email, forums, Skype and everything else clamouring for my attention, that feeling vanishes. I think that the reasoning behind the FA’s decision to do this is to ensure that the players are 100% in that moment without distraction. Personally, I don’t see it as a clamp down on social media, free speech, or anything of the sort. I see it as an effort to get England to win.

I guess the proof will be in the pudding. Will this be England’s year? And if so, will it be because they aren’t busy Twittering during half time?

Thanks to paulmorris for the image

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The Currency of Attention

May 19th, 2010

currencyLet’s do a little bit of basic mathematics. Bear in mind my numbers are just assumptions based on my own life – I am sure there are large numbers of variations.

There are 24 hours in a day. The average person sleeps for 8 of them. That leaves 16.

Put in eating, getting ready for work, commuting, drinking coffee and generally faffing, I would say that probably makes up at least 2 hours. We’re down to 14. For those of us who need to combat the eating and drinking with exercise, take out another couple of hours. For those of us who prefer to watch TV than go for a run – same. So we have 12 left.

Then there is spending time with the family, husband, wife, partner, friends, chatting, interacting with your work colleagues, people in the street, your Mum on the phone, the guy in the newsagent etc. Another couple of hours. Let’s say 10 are left.

In that 10 hours (and this is being pretty optimistic I have to admit), our attention is being demanded by so many different things that even if we had 100 hours we still wouldn’t be able to attend to them all. But the one thing you can guarantee is that for most people, that 10 hours is well and truly full.

So the question is, when you start out on social media, how do you claim a few minutes of the attention which has already been claimed? How do you usurp one of your attention competitors?

The simple answer is, you have to offer something which isn’t just engaging, interesting and compelling for the person whose attention you want, but it has to be regular, trustworthy and, above all, BETTER than what they are already spending their attention on.

There are so many dead Facebook groups and pages, empty, abandoned blogs, ghost town-like LinkedIn groups and abandoned websites on the internet that if there could just be a damn good clean up, the whole internet would be a far more interesting place. The reason that all of these things are dead though is that despite the best intentions in the launch, the creator failed to offer something better than what was already out there, and as a result, failed to win the attention of their audience.

Attention is also incredibly fickle. You don’t just need to gain it – you also need to keep it. You need to keep being better, keep being interesting, keep being different, otherwise a competitor will come along and steal your prize. You need to constantly be on your toes, constantly thinking about what it is that your desired audience is going to want, constantly listening, improving and conversing.

In reality, attention is one of the most precious commodities in existence because there is a finite amount of it and it is actually reducing as more and more information is made available to us. The old rules of supply and demand are if the demand goes up and the supply stays the same (or reduces, which arguably it is as we are faced with more and more demands in our already over-busy lives) then the value of the commodity is going to increase.

Don’t dismiss attention. Don’t forget it and don’t ignore it. You might have 50,000 followers or friends, but are they actually paying attention to you, or do you just think they are because they haven’t blocked you or unfriended you yet, when in reality their attention is somewhere else, with someone more interesting who is listening, and doing things that little bit better.

Thanks to bradipo for the image

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Is it just me? Or has the quality of Twitter started to drop?

May 19th, 2010

Firstly, I have to apologise for the break in blogging. I have been spending so much time over the past weeks trying to manage the companies that I am responsible for that the actual ‘doing’ of social media has had to fit in around that. I know more about sales targets, spreadsheets, PAYE and marketing budgets now than I have ever known before, but it has meant that some things have had to have been set aside for a little while.

During the hiatus, however, I have started to notice a bit of an uncomfortable trend in Twitter and people signing up for it and using. It isn’t at all unexpected – when something becomes hugely popular, you are going to find that more and more the people will adopt it who have perhaps missed the point, or who are using it for things that don’t always enhance the community (remember MySpace?), but I have just noticed the quality of new people following me is starting to decline.

Now, before anyone gets offended, this is a trend – it isn’t something which refers to everyone. I gain plenty of really good quality followers each day, most of whom I will immediately follow back. However, because I am the kind of person who looks at every single new follower and makes a decision about whether I want their tweets in my stream or not, I can’t help but notice the decline in quality.

I am getting more people whose total tweet output is broadcast, broadcast, broadcast (no, really, I don’t want to buy your product).

I am getting more people whose tweet output consists of atrocious spelling and completely inane updates (I, of all people, am certainly not going to want to see that every day).

I am getting more people whose accounts have been suspended by the time I go to take a look at them (spammers most likely, so well done Twitter for catching them early).

And I am getting more people with “Following: 1534 Followers: 2″ and three updates in the past 3 months (why??? Really? Please explain to me what on earth you are trying to achieve?)

I haven’t recorded this trend scientifically, I have to admit. I go through my email folder every few days which gathers my Topify messages regarding new followers and make the decision there and then whether I will follow back, and I am only writing this on the basis of the general sense I get. But does this mean that all the good people are already on Twitter and now ‘all the rest’ are signing up? Or does this mean that many of the new people signing up just don’t know? Either way, it simply has to affect how valuable the general Twitter stream is going to be, and reinforces my belief that you are better off using Twitter Search, and being very careful about who you follow.

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Take Some Time to Keep it Personal

April 6th, 2010

lambI was listening to a past episode of Albert Maruggi’s Marketing Edge as I was running this morning, and he was discussing a situation he had encountered at the end of last year where he spoke at a small conference on social media, and soon after received a prospecting letter from someone who had clearly just sent the same letter to everyone on the conference list, which had clearly been sent without any checking whatsoever as it was a direct competitor to Albert’s company, Provident Partners, but was touting for business.

It reminded me of a very similar situation I experienced recently. I gave a talk on social media to a group of business people – there must have only been about 50 in the room so it wasn’t an enormous database. Soon after I received an email from someone who opened with the obligatory ‘Hi Nancy’ and then gone on to say that it was a pleasure meeting me (they hadn’t) and what did I think of ‘the speaker’ (I wasn’t even given a name)? I was then asked whether I was interested in doing business with them (after this start, I would suggest not).

I actually wrote back very politely and suggested to the person that perhaps this had been sent to me in error, as I was ‘the speaker’. To give credit, the author immediately came back and apologised for not checking before the merged emails went out.

But, I really want to emphasise Albert’s point that he made in his podcast. Honestly, if you want to succeed in business nowadays – and believe me, it isn’t easy to do so, no matter what all of the adverts say, then you need to be genuine and real with people. Customers are not just another name on a database. They are humans who are subconsciously giving you a single chance to make a good impression. For the 5 extra minutes it might have taken to check the database, discover who was appropriate to send the email or letter to, and then tailored a separate email or letter to the people the form letter wasn’t appropriate for, you could win an extra customer, advocate or referrer.

The problem is, in our desperate desire to streamline and save time, the detail can slip. But, in my opinion, detail, personality and care should be the most important things, over and above numbers, eyeballs and quotas. You have far more chance of gaining a new customer if you have taken the time to speak to them personally than if you have just dumped a large group of names in a pot and hoped that one might bite.

One of the problems with mass-mailing, mass-connecting, mass-consumption and mass-communication is that everyone ends up getting treated like a number. I don’t know about you, but I am not happy with that. I am far more likely to do business with someone who has taken a bit of time than someone who fires out merged newsletters, emails or letters.

Seth Godin talked this weekend about the growing desire for handcrafted goods. I would extend this to say that we all have a growing desire for handcrafted, personal conversation. The fastest way to turn off a prospect is to treat that prospect as if they don’t matter. They do. They could be your next biggest fan.

Thank you to pinkangelbabe for the image

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Ada Lovelace Day Pledge: Beauty and Brains – Hedy Lamarr

March 25th, 2010

hedylamarrWith all of the running around I have been doing recently, I have left my Ada Lovelace pledge until the last minute unfortunately. But I have been spending a lot of my time recently working with women in business and I know all of us suffer from the problem of having too much to do, not enough time to do it in, and worries over what we let slip. Well, today’s exemplary woman in technology is one that proves that you can be clever, beautiful, and successfully achieve two very different careers.

I knew of the actress Hedy Lamarr from watching old films of the 1930s and 1940s. I have always loved the glamour of those films – the women are all so unblemished and beautiful and Lamarr was a particular favourite. You can imagine my surprise when I discovered that Lamarr was probably the archetype of ‘brains, body, both’ (thank you George Hrab).

As well as playing Delilah, it turns out that Hedy spent her spare time inventing a communication system which was to evolve into modern spread-spectrum communication technology, used in wi-fi connections and wireless telephones. The system, presented as a secret communication system based on frequency hopping during the Second World War was way ahead of its time. In fact, despite it being granted a patent in 1942, it actually wasn’t implemented until the 1960s. Lamarr’s contribution to this frequency hopping technology was only commemorated with an award in 1997. She died in 2000.

I think Hedy Lamarr should be placed on a pedestal at a time where apparently the only talents that celebrity women have is to look pretty and sound stupid (yes, I am overgeneralising, but anyone who knows me knows how little time I have for celebrities). In fact, Lamarr herself famously quoted:

“Any girl can be glamourous. All you have to do is stand still and look stupid”

Fortunately, she proved that a girl can also be glamourous and have a sharp mind and a good brain. I would like to see more women following her model rather than her words. Perhaps we will see more visible women in technology who do as much for the industry as they do for womenkind themselves.

Happy Ada Lovelace Day.

Thanks to BooBooGBs for the image

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How NOT to interact with your Customers – NestleFAIL

March 19th, 2010

failI don’t actually have a lot to say about this as I am pretty stunned. I don’t know how long this page will stand although I know we aren’t the only ones who have taken screen grabs of the truly atrocious way that Nestle have decided to deal with its customers, critics and the general public.

While it stands, it is worth having a look at the Wall of the Nestle Fan page:

http://www.facebook.com/pages/Nestle/24287259392?v=wall

In case the wall has been removed by the time you click on this link, Nestle’s policy seems to be

  • Abuse their fans/customers/critics
  • Call them names
  • Remove posts they don’t like (although they don’t have a policy against sarcasm, so there are quite a few negative posts still there)
  • Get more and more sarcastic and hysterical themselves as more critics start laying into them

As @Suw said in one of her Tweets alerting the world to this, it’s a trainwreck.

What were they thinking? I know it must be tough to be a company with a lot of critics (perhaps they need to reconsider some of their less than exemplary activities?) but getting argumentative and hysterical is NOT the way to do it. Someone needs to give Nestle a lesson in how to communicate effectively via social media. This isn’t just going to go away…

Thanks to hans.gerwitz for the image

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Blog Reruns or The Best Of… Summer Season

March 17th, 2010

3145980733_43f1a82df2The amount of content, information and words that is now on the internet is immeasurable. With the number of people blogging, the amount of blogs they write, the frequency with which they write them and the enthusiasm with which they produce them, have you ever wondered how you are going to get your voice heard? It seems that you spend time and effort writing a post but because of the cacophony of noise, it only takes the blink of an eye and it has been lost or forgotten and all that hard work has been wasted.

For those people who have been writing a blog for a few years now, this can be frustrating. Of course, I know that there are some blog posts I wrote in 2007 which I am probably not so proud of now, but there were a few which I was really pleased with. But how is anyone going to find them?

One way is to rely on your SEO. If you had a quirky, eye-catching heading when you first posted your post so it would stand out in people’s readers, you could change the heading to something keyword heavy and (more) search engine friendly.

Another way is to do a Best Of…Summer Season.

Christopher Penn describes how to do that very well, giving tips on ensuring you choose your best posts according to statistics. He then suggests you go back over the popular ones re-read them and re-edit them. If there are things which need updating, do so. Ensure you don’t break any links. Then shine a spotlight on to it

There are several ways you can do this:

1. You can tweet it out, making clear that this is a ‘best of’ post, not something brand new

2. You can write a ‘Best of…’ post with links to all of your old gems

3. You can write a new post which references the old subject matter and link back to it

All of these things (and others, I’m sure) will help some of your newer audience members to find some of the older content which you might have written before they discovered you. Just because you have seen it before doesn’t mean the rest of the world has. Give them a chance to read it if you are really proud of it.

It is difficult to continually come up with new ideas (although the Chris Brogan’s of the world dance around that statement and prove ever day that it isn’t impossible). Sometimes reviving an idea can be just as valuable to your audience and give you a little bit of inspiration.

Thank you to Stuck in Customs for the image

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You May In Fact Be Eating Your Own Tail

March 16th, 2010

buffetI have been in this business for several years now. I admit, I haven’t been working in social media as long as some, but I have a good four years under my belt which is a lot longer than a lot of others. That doesn’t make me special or clever in any way, but it does allow me to have something of a perspective. Combine that with my natural tendency to question, particularly when I sense people evangelising (which to me is an immediate indicator that it is not all wonderful) and it has led me to a number of conclusions.

There is no doubt at all that social media has impacted communication, business, marketing and much of the first world in many ways. However, while people are gorging themselves on free information, community activity and all of the bounty of the online world, there remains an underlying reality that the rent needs to be paid, products need to be sold, and the end of year bottom line needs to show some degree of profit. That’s business.

Geoff Livingstone discussed this, using the analogy of a buffet and eating at a fine restaurant. Much social media activity resembles the buffet style meal. We all do it. We try and bit of this, and try a bit of that. We load our plates high and leave some of it, and then head back to the buffet table and load our plates high again. Sometimes we takes seconds of something we like but there is such a smorgasbord of choice that we don’t want to miss anything.

As a marketer or business owner, we make ourselves feel good with numbers. 50,000 tried our smoked salmon terrine therefore it is a hit. However, if none of those 50,000 people liked it so much that they want to order it a la carte, then actually it is a very surface hit. It might not be because they didn’t like it – it is just it got lost in amongst the rest of the bounty and everyone was too busy trying everything.

Ultimately, success in business comes down to how many people actually convert to such an extent that it brings growth. And as anyone in business knows, it is a lot cheaper and more profitable to retain customers than it is to constantly find new ones. You need them to choose you off the a la carte menu, regularly and consistently. By all means, let them discover you on the buffet table by using social media and online communication, but don’t fall into the trap of thinking that that is all you have to do.

The point I am trying to emphasise more and more in my training, speaking and writing is that no matter what new tools appear, achieving success in business still occurs through the very same tried and true methods as it always has. In that respect, things haven’t changed. What has changed is the temptations on offer.

As a business person, it is your job to keep a level head. Don’t think that because you have huge numbers you have done all you need. You may discover that you have been feasting on your own tail.

Thanks to skidder for the image

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More than 70% of Twitterers are in Permanent Winter

March 15th, 2010

TweeterOne thing I am noticing with Spring arriving here in the UK is that there are more birds in the garden first thing in the morning. I can sit with my coffee and listen to them tweeting away (remember when a tweet was a noise that came from a sparrow?) and it heralds the arrival of the sun, blossoms and some warmer weather.

However, some recent statistics have demonstrated that the vast majority of those other Tweeters – i.e. the people who are using Twitter, are actually preferring to remain permanently in the winter and are keeping quiet. In fact, this statistic doesn’t surprise me.

One of the reasons for this is that when the big Twitter hype hit (at about the time the celebrities jumped on the bandwagon) a lot of people thought ‘Hmm, I might give that a go’. They got on to the site, started gathering followers, tweeted a few times and then…lost interest. That is actually a very human thing to do. Not everything suits every person and we all have different things taking up our time. Without knowing exactly why you are going on to Twitter, it isn’t at all surprising that when the initial enthusiasm wears off, it wanes. I wouldn’t like to start on the number of social media sites that has happened to me for…

This is not to say they are not watching the Tweetstream. They may well be, but they are preferring to be in the audience rather than contributing and as a result, they aren’t engaging in conversation.

What are the implications of this? I think this simply highlights the fact that Twitter is just one tool in your marketing arsenal. You might have enormous numbers of people following you, but if only 30% of them are engaging with you, then you can’t be sure of your audience. You need to be mixing up your activity, including traditional marketing methods and varying your plan regularly.

I wouldn’t let this put anyone off – if your perfect audience is within that 30%-odd, then you are set to do very well. What I would suggest is that this little statistic helps to keep you grounded and not get carried away with the hype – something I will continue to advocate.

Incidentally, I also was fascinated to see that the most prolific Tweeters are those with around 1000 followers. This looks like the ’sweet spot’ as Andy Beal has commented. Once again, this doesn’t really surprise me. The people who know how to use Twitter as a conversation tool are often those who aren’t there to build their follower numbers (and egos in many cases) – they are there to converse, pure and simple.

Perhaps the people with 25000+ followers are too busy reading fan mail to actually use Twitter?

Thanks to Matt Hamm for the illustration

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Women Can’t Network? I Beg Your Pardon????

March 11th, 2010

networkingAn article in today’s Times was brought to my attention which seems to suggest that women are poor networkers, which is one of the reasons why they don’t do so well in business. After I had managed to pick my jaw off the floor with incredulity that this article even made it to print (and more importantly, after I had calmed my ire at being labelled a ‘cyber loser’) I tweeted it out. I received a host of comments from business women I know, all expressing their own amazement that such an opinion could make it to press.

I spent Monday at the Women Unlimited conference, and I regularly network with Sister Snog, and have recently tried the Athena women’s networking event, and let me tell you, women are fantastic networkers. They are particularly good networking with one another, but I also feel that women excel at networking even in mixed company. And here’s why

1. Women tend to understand the meaning of a relationship. No matter how much bravado, brashness and ego you carry with you, ultimately people will do business with people they like and trust. Personally, the bigger the ego, the smaller the trust in my opinion and I suspect I am not alone.

2. Women have the ability to converse and ask questions. They don’t assume that everything is all about them and if you aren’t a good sales opportunity, they don’t start losing interest and looking for someone else in the room who might be more lucrative in the middle of a conversation with you.

3. Women take an interest in all aspects of what you do. Business is only one of them. This fosters both relationship and trust which is where long term business relationships start to form.

I don’t want to overgeneralise here, because I know men who are equally good at these things and I know women who aren’t, but in the five years I have been doing business and the countless hours I have spent networking, as well as the years I have spent networking online, the most memorable, trustworthy and longstanding contacts I have made have been with women. And I don’t think I have ever had a woman shove a business card in my face, spend 5 minutes talking about herself and then walking off without so much as a question to do the same to the next person.

If that is good networking then I really do think I come from another planet.

One of the new ventures that will be up from this weekend is a new blog site called Social Media 4 Women (www.socialmedia4women.co.uk although it will only be live this weekend for all you eager people). The idea is not to segregate women in any way, but to demonstrate how the skills I have spoken about above can work even more effectively online. I think this article has come just at the right time because there are plenty of us out there who are already proving it wrong. I plan to bring a course and a book out to accompany the site and I can see that it is none too soon.

Now, excuse me because I have a number of follow up calls to make, a proposal to complete for someone I met networking, and a course to plan for someone else I met networking…oh, and another networking event to attend.

I wonder whether the journalist who wrote this article can say that….

Thanks to PhOtOnQuAnTiQuE for the image

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