Emerging Media Demystified. From Upshot Interactive.


Archive for December, 2008


Customer Service & Social Media: Like Peas & Carrots

We recently wrapped up our 5-part series, “What Every Online Promotion Needs To Go Viral On A Budget: Our Top 5 Tactics.

In that series we provided insight in designing online promotions to improve the chance they go viral, and some considerations how social media can be leveraged as part of the equation.

Consumer confidence hit its lowest number in four decades in November. Four! As we head into a grim looking 2009, I can’t help but think how incredibly important it will be for marketers to embrace social media, using it to strengthen consumer’s trust with their brands, and stretch their marketing budgets and reach further by allowing people to easily pass-along information to others through these vehicles.

In addition, marketers really need to examine how their sales and service personnel are involved with the social media marketing tools being used by their companies, and how they can work in harmony to create positive experiences for consumers researching or evaluating a purchase.

In a recent study from OTX Research, 62% of consumers responded that direct and personal communication with a company’s online brand representative is preferable to ads or promotional materials from the company. 67% are likely to pass-along information from a brand representative to other people (read: email). The study also found consumers rely on social media websites as much as company websites for product information, and 70% of consumers have visited a social media website such as forum, social network, instant messaging service, blog, video sharing site or chat room to obtain information about a company, brand or product.

In terms of spreading the word, just over 30% of consumers have passed along information from online research, and six out of 10 used social media websites to do it.

All this data suggests that marketers who create and leverage social media outlets directly with online sales and service tactics, stand a much better chance of instilling confidence and trust in their target customers, and improving their reach.

I invite you to take a look at how you currently provide sales support online and how you can more closely integrate elements of social media into that mix for 2009. In the interim, enjoy the egg nog!

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Visit our main site or check out our social & viral marketing services to learn more about Upshot Interactive. Also, feel free to drop us a line anytime.


Why Online Marketers should care about Adobe AIR

As if online marketers don’t have enough to keep track of, with all the Tweeting and Facebooking and iPhoning going on amongst the countless other tried-and-true channels like email, landing pages and SEM—along comes Adobe AIR.

Adobe AIR isn’t new—it was released out of beta in late February 2008, but we’ve witnessed it spread like wildfire through the developer community in the past several months. If you aren’t familiar with AIR, in short, it provides a relatively easy way to take an application traditionally written for the web, and convert it to a desktop application. Brands like eBay, MINI, Nickelodeon, and AOL have all published publicly available AIR applications.

Why would something like desktop applications be meaningful to marketers?  Quite simply: mindshare. You’ve undoubtedly heard variations of the term, break free of the clutter. AIR allows marketers to do just that, by taking a web experience out of the browser, and onto a user’s desktop, providing a more meaningful, dedicated experience with a brand—and one they'll pay attention to more often, because it lives on their computer.

This is lean-in marketing. With the ability to push information downstream via a desktop app, you aren’t relying on users to visit your site, or hitting a cluttered inbox with an email encouraging them to do so. And without browser limitations, you can provide more interactive, engaging experiences.

Branded Desktop Applications (BDAs for short) are nothing new, the most famous examples being Weatherbug and Southwest Ding! With the introduction of AIR however, the possibilities become more extensive and much easier to deploy and track, using analytic tools marketers are already familiar with, such as Google Analytics or Omniture. Additionally, Adobe makes it easy to use leading web application coding languages and tools like Javascript, Flash and Flex to easily deploy AIR apps.

Isn’t this the same as Desktop Widgets?
Yes and no. Desktop Widgets are great for publishing single-purpose, information or entertainment, and yes, they can be used as push messaging vehicles too. (As widget developers, we’re huge fans of course.) But they are limited in functionality—for example a widget can’t use a local database on a user’s machine, or access things like the user’s file system. AIR apps provide a more robust framework, allowing for endless possibilities.

It’s worth a few moments to explore AIR and how other marketers are using the technology to their advantage. Check out the Adobe AIR showcase at: http://www.adobe.com/products/air/showcase/

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Visit our main site or check out our social & viral marketing services to learn more about Upshot Interactive. Also, feel free to drop us a line anytime.


Part 5 of 5: What Every Online Promotion Needs To Go Viral On A Budget: Our Top Five Tactics

Tactic Five: Don’t lose sight of why you’re doing this in the first place
Sit in a lotus position. Clear your mind. A marketers head is full of noise. Get Zen. We’ll skip the chanting this time, just read on…

Before you plan out your promotion, set aside all the methods and media that can be utilized. Identify clear goals for your campaign, how they’ll be measured and the criteria for realizing ROI. Is the goal leads? Determine how many leads you’d like to secure, the criteria for determining a lead, and the cost you’re willing to pay per lead. Is it traffic (brand exposure) you’re looking for? What’s that traffic worth (per visit? per visitor?) and over what period of time? Who are your target audiences? What actions do you want them to take as part of this initiative?

If these activities are already a standard component in all your campaign strategies, great—but you’d be amazed by how many brands—even huge ones—don’t make these rudimentary activities part of their planning process or only touch on this at a high-level. These are tough questions and they require real accountability—but by not having a sound plan, a worse outcome could be your boss asking 6-months down the road, “Why did we do this?”

When we plan out a campaign for a client, we break out analytics as a completely separate process. Our Analytics Brief covers questions such as what are the Key Performance Indicators (KPIs) and which ones will be important to the various stakeholders? Which ones will prove ROI? How will these KPIs be measured (both in terms of how the data will be reported and by what tools), and against what benchmarks?

Campaigns that clearly establish goals, audience and message create campaign rules.  They also make choices like message, media and platform much easier. Campaign rules are just like business rules for technology. They are clear definitions for establishing the framework of the campaign. Campaign rules help avoid the infamous Death By Committee syndrome outlined in our last post. Every time a new idea or thought is introduced, they require that you ask the question, “Does this align with the rules of this campaign?” If it doesn’t, it’s easy to toss the idea out.

Want this entire article, parts 1 through 5 as a big beautiful PDF? Simple email inquiries@emergedgtl.com and ask.

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Visit our main site or check out our social & viral marketing services to learn more about Upshot Interactive. Also, feel free to drop us a line anytime.


Part 4 of 5: What Every Online Promotion Needs To Go Viral On A Budget: Our Top Five Tactics

Tactic Four: If It’s Your Baby, Nobody Else Should Be Doing the Parenting.
You’ve probably heard the saying that “Success has a thousand parents, but failure is an orphan.” What it doesn’t mention is that most of those parents had nothing to do with raising the child.  If they did, the kid wouldn’t be a success.  More likely the child would have been pulled in so many different directions, he’d be seriously maladjusted. Ideas are the same way.

We’ve seen it countless times. A client comes to us with an idea, or we bring one to them. It doesn’t matter where it came from, the point is, everyone loves it. At first everything looks great—we’re excited, they’re excited. The idea evolves to a fever pitch. It gets funded—we have a go! This is going to be so great. We can’t wait to launch this.

Then…it happens. Gary the IT Director gets invited to a meeting. He’s quiet until the last 2 minutes, finally piping up, “Did you run all this by Jan’s group?”

Before you know it, the idea has a following. The cooler the idea, the more people want to be associated with it. Just as we’re headed to launch sequence, the call comes through: “We had an internal meeting today. Susan from Jan’s group had a couple of thoughts…”

Like a confused child, your idea begins to slip from your control (and he’s not even a teenager yet).

Susan is probably a perfectly nice, bright, well-intentioned person. But now your idea is being sucked into the vortex of committee. This turn of events spoils the concept nearly every time—because brilliant ideas do not come from disparate groups—they come from small concentrated teams. Once it gets out of the “family,” it loses focus, takes on too many directions, tries to serve too many masters and tries to answer too many questions. In short, your idea has gone bad. And, unlike, children, there is no therapy for ideas.  No, for situations like this there is only one option: STOP.

Right now you might be thinking, “OK, great advice, but isn’t this article about going viral?” Well, yes, exactly—your campaign will never go viral if it’s gone bad. In the interactive landscape, your brand needs to provide a narrative—one that’s relevant, entertaining and informative. If your campaign is headed down a path where the message is watered down, compromised, or becomes nothing but a thinly veiled advertising spot, stop, stop, stop! Do not compromise. Do not let Susan, with all her good intentions, compromise your great idea. Hit the reset button. At worst, pay your agency, suppliers, whatever, and cancel the initiative. A bad campaign will be ignored, or worse, ridiculed. It’s a waste of everyone’s time and money, yet it’s amazing how often this common sense is ignored.

How come you don’t see a lot of these crappy campaigns? Oh you see them, you just don’t remember them. Not a very effective use of your advertising budget.

Can't wait for Part 4? Get the entire article by emailing inquiries@emegedgtl.com.

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Visit our main site or check out our social & viral marketing services to learn more about Upshot Interactive. Also, feel free to drop us a line anytime.


Thanks ideablob!

Recently we had the pleasure of working with the team at ideablob.com. The folks at the online community  for entrepreneurs and small business owners asked us to contribute an article about making copy a high priority when marketing online for their Community section.

You can read the post at www.ideablob.com/posts/342

Thanks again to our friends at ideablob.com for publishing the article, and for all their great work with entrepreneurs. If your head is filled with innovative new business ideas, be sure to check them out.

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Visit our main site or check out our social & viral marketing services to learn more about Upshot Interactive. Also, feel free to drop us a line anytime.