Insiders Reveal Ocean City's Best Kept Secrets

The US city of Ocean City is a mid Atlantic seaside destination attracting millions of visitors each year.  But it is in competition with  holiday destinations like nearby Washington DC and Virginia Beach.

Consumers often turn to peer-to-peer advice to help plan their holidays and increasingly these conversations are happening through social media.  That's why the City's PR team has recruited online volunteer ambassadors to help promote Ocean City as a vacation spot.

20 Ocean City Insiders have been chosen to represent the area by spreading positive and valuable online information  to potential visitors. They offer travel advice, suggestions and answer questions on social networks such as Facebook, Twitter and TripAdvisor, and through a special area on the municipal website.

So far results are impressive:

• Insiders have provided over 8500 answers to questions posted to the Town website.
• In four months there were 100,000 unique visits to Insiders sections of ococean.com.
• There have been hundreds of thousands of impressions to ambassador-posted content.

City merchants support the program and hard working Ocean City tourist staff benefit from having additional online help, which means:

• Less time spent answering questions.
• Ensuring the accuracy of answers and reviews that other people post online.
• Increasing search engine optimization for the City website.
• Enhancing Ocean City’s online presence.

The program has the hallmarks of a great online campaign - positive user generated content, limited budget and authenticity.  Real people talking passionately about a place they love.

You can download helpful program resources at MGHtourism.com

New PR Insights

Fellow PRSA member and CEO of Pure Performance Communications, Deirdre Breakenridge, is authoring her fifth book  titled “Social Media and Public Relations: Eight New Practices for the PR Professional.” 

The book is available in February 2012 and will be available through retail, in digital formats as well as via print on demand.

“Shifting your mindset to marry communications and technology is a critical first step and it’s at the heart of the PR expansion movement.  Adopting a new attitude naturally leads to expanding your focus and daily activities; several practices that were not a part of the PR person’s past responsibilities,” said Breakenridge.  

The book focuses on eight new practices for PR pros, as a result of social media including: 

• The PR Policymaker.
• Internal Collaboration Generator.
• PR Technology Tester, Communications.
• Process Originator.
• The Pre-Crisis Doctor.
• The Relationship Analyzer.
• Reputation Task Force Member.
• Master of the Metrics.

 Deirdre's books include “Putting the Public Back in Public Relations” and “PR 2.0, New Media, New Tools, New Audiences.”  Earlier works include The New PR Toolkit and Cyberbranding: Brand Building in the Digital Economy.  

Deirdre writes wirh uncommon wisdom so keep watch for her next book.

Disney Story Telling Secrets

Recently I heard the Creative Executive of the Disney Company,  Joe Rohde, talk about Disney's approach to turning raw ideas into  commercial success.

The Disney Company has built its success on storytelling to become one of the world's great brands. It uses compelling narratives in film, theme parks, resorts and other ways  to engage global audiences.  And, it has been doing this for generations.

Joe spoke about how Disney translates ideas into reality through themes.

A theme is a simple statement that distills the essence of an idea and infuses it with spirit and feeling. 
 
Similar to a brand statement but more than a mission statement or key message, a theme is the fundamental building block for the communications and business decisions surrounding a new project.

Once Disney selects a theme it cascades downwards to guide the design and shape of a  project. At a working level it gives Disney's people a framework to add, modify or reject suggestions.

Themes lead to stories.  And here Disney taps into the ancient art of story telling.
 
Stories help us make sense of the world around about us. They allow us to find the familiar patterns of life.  Joe is quick to add that stories- any story - needs fresh information or insights to keep our interest. 

The stories it selects (within a given theme) and the telling of them make Disney so successful, so different.  They inspire Disney staff to venture into new ways of thinking in pursuit of creative difference.

Disney is continually researching, seeking new information and challenging its people to enter new corridors of thinking rather than ambling down the predictable hallways of the mind. 

So is Disney approach to themes be relevant to you and me?

Perhaps it might encourage us to look for the themes that best sum up what we and companies do.  And to seek out the compelling stories that we can use to engage one another and the wider world.

Pizza Partnership Hits 10 Years

My friend Scott Anthony owns a Pizza Shop in Punxsutawney, Pennsylvania and holds an annual fund raiser for the local  fire department.

Scott donates the proceeds of all pizza sales one day each year to the Punxsutawney Fire Department.  Last year his efforts raised $30,000.

He has now been doing this for 10 years and everyone benefits.  The fire company receives much needed donations for new equipment, pizza buyers make a contribution to essential services in their community and Scott gets tons of positive media attention which puts him top of mind with customers when they think about takeaway food.

That's a triple win situation, so congratulations Scott on the 10 year anniversary of this innovative business idea.  

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Direct Mail Versus Social Media and Email

Digging For Victory Interview

Digging For Victory - ABC Canberra - Australian Broadcasting Corporation

(Listen to my interview with ABC Radio.)

I'm currently involved in a wartime Australian garden with a novel twist.

In 1942 Australian families were encouraged to grow their own fruit and vegetables as part of the national war effort. The Dig for Victory campaign proved highly successful. 

As part of Floriade 2011 the Australian War Memorial is recreating a wartime backyard garden which hopefully inspires today's gardening family with an eye on the environment and looking to be more self sustaining.

More details.

Is Ten A Magic Marketing Number?

I recently read an academic paper that theorized that committed activists in  10% of the population, over time, could change the attitudes of the remaining community.

At least that is what I think it meant.  Crammed wall to wall with graphs, equations and symbols the paper was barely readable.

In the Rogers and Hammerstein song "Stout Hearted Men", the late Nelson Eddy calls for ten brave men to join him and change the course of history.  And for centuries military structures  have used ten as the basic building block for sections and squads,  the fundamental units involved in action.

So is ten some knind of magic number or tipping point when it comes to communicating ideas and generating action?

What do you think?

Great Use Of Marketing By Mobile Phone

Great Advice for Not For Profit Social Media Newbies

Last Friday I shared a speaking spot with Stephen Fox of Melbourne-based digital company Reactive at the annual YMCA marketing forum.

A social media guru if ever there was one, Stephen offered great advice for not for profits embarking on social media.  He suggested they need to get the fundamentals right upfront including: 

• Setting a social media governance framework with clear boundaries. 
• Resourcing social media efforts and train those who manage social media platforms. 
• Monitoring and listen in to social media platforms before you start to advocate. 
• Using a personal voice because corporate speak does not cut it in social media. 
• Engaging, supporting and responding to others with valuable information.

Of particular interest Stephen shared tips  to raise funds or advocate an issue on social media:

• Give people a simple call to action – something they can easily do online to contribute or participate.
• Provide fresh content as the campaign unfolds.
• Tell people your targets and graphically show how and where you are achieving them. 
• Show who else is involved.
• People appreciate acknowledgement so find a way to recognise those who donate dollars, time, and effort or otherwise support your cause.      

Based on Stephen’s knowledge and enthusiasm, I think his company would be a natural fit for any Melbourne not for profit wanting a social media campaign with integrity.

Great Word Of Mouth Starts With Great Topics

Effective word of mouth marketing needs topics, talkers, tools, time and tracking.  But perhaps the critical start point is your topic.  

Want word of mouth to work for you? Then give people something to talk about. 

A complex or boring message rarely works so when you step out in public your topics must spark interest and cause conversations.  And that only comes about because they are new, different or useful to your audience.  

Your messages must be simple and uncluttered otherwise people beyond your organisation will not understand them and struggle to tell others when they connect with them over the phone, on-line or face to face.

True, your first topic could be about what your organisation does.  But you need to build on this with new, relevant and engaging conversations that are reflect the  value your organisation brings.  People will not share stale or repetitive content so your marketing imperative is to continually refresh, reinvent and represent your information. 

Stories make great topics.  While most of us have little time to be marketed to, we will make time to hear a story. These could be stories about achievements, who you helped or better still those generated by supporters willing to craft and pass on their personal testaments to others (user generated content.)  

A great word of mouth campaign requires simple topics people can relate to and willingly share.  And generally these have one of two key ingredients humans respond to: humour and emotion.

How Not For Profits Can Use Social Media

14 Ways Charities Can Use Facebook

 Facebook offers not for profits an easy to use and low cost opportunity to provide a digital meeting place for your supporters, staff and clients. Through your page they can swap information, ideas, images, vision and sound on almost any subject.  And Facebook’s feed-in feature automatically provides information updates to people following the page.

14 common ways to use Facebook to promote your issue are:

• Allowing people to make on-line donations. 
• Encouraging people to follow you by linking with your other social media platforms. 
• Coaching visitors on lobbying business or politicians on your issue. 
• Linking to media releases and news reports. 
• Marketing your courses or products. 
• Polling supporters about your issue. 
• Posting general and area-specific status updates on your organisation. 
• Profiling the work of inspirational staff or volunteers. 
• Promoting an information session, rally or event. 
• Reporting the progress you are making on a cause or what influential organizations or individuals think about your issue. 
• Running a competition so users can create content for your cause. 
• Sharing educational content through words, images, video or case studies. 
• Thanking supporters and donors for their involvement. 
• Using case studies that show your services helping others.

You need to actively market your Facebook page within and beyond you organization so people know about it.  Simple ways to do this include:

• Ask users and potential users to spread your information. 
• Add an icon to your webpage to connect people directly with your Facebook page. 
• Askg users to link their websites to your page. 
• Include your Facebook URL in emails, media releases, in advertising and in print. 
• Use Facebook ads to draw particular demographics or communities of interest to your page.

Communicators Must Adapt Slowly or Perish Quickly

 I have just finished Adapt: Why Success Always Starts With Failure by British author Tim Harford.

A well written and highly engaging book, Adapt questions why organisations and individuals fail to change as their circumstances shift. It debunks conventional wisdom that leaders with big visions and authorities and experts armed with data can chart a successful way forward for the rest of us.  

Life it seems is too complicated and inter-connected to rely on giant leaps forward to bring lasting solutions. We just need to look at the range of current world issues to see the truth in this - the Afghanistan War, Climate Change, the Global Financial Crisis, #Hackgate in the UK etc. There are no simple strategies for any of these issues and if ever there were silver bullets, we fired them off long ago.

Adapt suggests we learn from how species of life have evolved over millions of years.  Change has been gradual with slow and steady adaptation and continuous experimentation. Obviously we have not got the luxury of waiting that long but what we should do is take baby steps rather giant strides and learn from the failures which will invariably confront us. 

Although not specifically written for PR and marketing professionals, Adapt holds valuable insights for communicators.  Perhaps we can earn success by following the advice of early Communist-era engineer, Peter Palchinsky.  After studying in Russia and abroad, Palchinsky determined the best way to innovate and change is to:

• Continually seek out new ideas and try new things.
• Introduce scaled change so when new ideas fail - as they often will - our organisations will survive.
• Learn from mistakes and continually and consciously adjust and improve.

It is difficult to change the communications patterns of large or well entrenched organisations. Often they are entrapped within their status quo.  When they try big changes and fall short,  those who fear innovation and draw comfort from the familiar are exonerated.  But not to change as the world turns, puts us on a pathway to perish.

The value of this book is to offer up a framework to try new things, progressively learn and build from our mistakes and settle for gradual, sustained improvement over spectacular advances that too often end in costly failure.

The Needle Has Barely Moved For Social Media

This Friday we finished the last of our pro bono, not for profit workshops for 2011. Again it has been a privilege working with local charities and community groups sharing ideas on improving their marketing efforts. 

Despite the fact well known and successful organisations attended, it became apparent that few have ventured in the social media space when it came to marketing.  In the seven years we have run these workshops it seems the needle has barely moved when it comes to local not for profits using social media. We know the financial costs of the new technologies are small, so perhaps the organisational barriers are just too big to scale. 

I am a social media advocate but that doesn't mean everyone is an enthusiast.  That's why I feel not for profits should consider the following issues before deciding if the world of Web2.0  should be part of their marketing futures:

• Are your clients, staff, volunteers and others you wish to engage using these new platforms?  If not and now, should you? 

• There are no gatekeepers in social media and people freely share information and opinions  without restraint.  In cyberspace they can comment on anything, including how your organization performs.  If you want to succeed in this freewheeling universe you must engage in, not try to control, the conversation with your on-line audience.  If your communications style is traditional and based on command and control it may be just too unsettling to embrace social media.  Can you handle the participation and democracy of the new communications as well as its technologies?

• Social media is a space of informal conversation.  There is no room for insider talk, corporate speak or jargon.  Sure, never dumb down your information but the nature of social media means it must be uncomplicated to be effective. Are you ready to be simple?

•  Measurement is easy with social media.  People leave behind digital footprints as they upload content or visit digital spaces.  Their conversations and level of engagement can be tracked and recorded.  Are you prepared to measure the quality of your social media relationships?  While people may follow you or become a fan or a connection, can you translate their on-line support into the real world where their involvement may be critical? 

• New social media tools hit the market at a bewildering rate. Most not for profits would be better off choosing social networking platforms that have already gained community traction before experimenting with new applications.  What platforms should you invest in and what do you let pass by?

• In new media, like traditional media, it takes time, effort and persistence to succeed. Do you have the time, effort and energy to try, operationalise and integrate new ways of communicating  into your marketing?   

Finally , is your organisation risk averse? If you feel uncomfortable or nervous about things beyond your control, then social media may not be a good marketing option at this point in your organizational journey.  

7 Steps To Promoting Your Event Through Social Media

Here's seven ways to get social media working for you when it comes to promoting your event:

• Set up your social media infrastructure by opening accounts on popular platforms such as Facebook,Twitter, YouTube and Linked-in. Also search for and open accounts in chat rooms, forums and other niche digital areas where potential audiences for your event gather online.

• Monitor the conversations on these platforms to identify the opinion shapers, what content is carried, what topics are popular and how people express themselves. Generally six to eight week monitoring period is sufficient to get a good understanding of how a site really works.

• Provide advice on your upcoming event plus educational content on the issue it is associated with. Do this through your own social media accounts, post information to others that support you as well as any forums and links you share with others.

• Contribute information about your event on a regular basis while avoiding the perception of either dominating the conversation or appearing boring. Change the wording of your updates so content arrives fresh every time it is posted. 

•  Be prepared to answer questions about the content you post or additional event information people may request.

•  Link all your digital accounts so information posted to one platform automatically migrates to others. In most cases this simply involves checking the account settings sections of your Facebook, Twitter or other accounts.

Above all successful promotion means keeping the conversation going, sharing your thoughts and being open to feedback. 

Credit to the Cvent authors of the recently released Event Marketing 2.0 e-book.

5 Reasons To Use Social Media For Events

What are the benefits in using social media to promote events?

• People on social media platforms can network before, during and after the event and build a richer personal experience.

• Planners can share educational content on their issue in the lead up to an event on social media platforms. And after the event this content remains as an online library.

•  You can get feedback on the planning and execution of your event to make future activities even better.

• You can crowd source for creative ideas from friends and followers to find that 'wow' factor that makes your event different and engaging. 

• Social media platforms provide another and cheaper way to reach people beyond advertising, fliers etc. Word of mouth through social media platforms can potentially reach anyone anywhere.

Credit to the Cvent authors of the recently released Event Marketing 2.0 e-book.

Science Of Twitter and Facebook Updates

Last week the US PR podcast "On The Record" interviewed Dan Zarrella of Hubspot about the science of timing Facebook and Twitter updates. 

Zarrella has studied when people are most effective on these platforms by drawing on data from two years of quantitative research.Although his material mostly covers US data, it reveals interesting insights, particularly about Twitter.  It seems:

•You stand a better chance of getting your content retweeted, if you tweet later in the day or on a Friday.

•To get click throughs, Thursday and Friday are popular days to sprinkle links in your tweets. 

•When tweeting your own content, it's OK to tweet the same information multiple times. For example tweet once in the morning, in the afternoon and then again in the evening. This exposes your message to the greatest number of people, many of whom may miss your original tweet. However the trick is to change the wording of each tweet over the course of the day so, although information is the same, each post appears slightly different.

Zarrella's Facebook insights are also interesting:

•Avoid posting too often to Facebook because feeds tend to stay around a lot longer on this platform than Twitter and you can annoy people by updating too frequently. Twitter users tend to have more followers than Facebook friends so Facebook posts come through an account at a slower rate and are visible longer. 

•People who post once every other day seem to attract more friends. 

•When brands publish on weekends they tend to get more "likes" because apparently there is less competition from other brands as business updates slow over the weekend. 

•Videos tend to work much better on Facebook because they are easier to watch than on Twitter. 

It would be interesting to see Australian stats on the how's and when's of engaging others on-line.

Credit to Eric Schwartzman and Dan Zarrella.

The Perception of Social Media Marketing: It’s a Free Lunch | Social Media Today

It's all very well for an organisation to use social media to spread the word, but how many have a social media policy or editorial calender to guide their efforts?

Not many many, if you read the latest research on social media use coming from a survey of 70 Belgian communications professionals.

This article is certainly worth a read. The Perception of Social Media Marketing: It’s a Free Lunch | Social Media Today