Posts tagged measurement
At Social Media Club Seattle, Leaders at Amazon, Microsoft, REI, City of Seattle, PwC Talk 2012-2013
Tuesday night I attended a packed Social Media Club Seattle event where a super-smart panel of people who lead social media efforts at major Seattle-headquartered companies talked about both broad trends and companies’ activities for social media in 2012 and 2013.
- Moderator: Dustin Johnson, Managing Director at the impressive part of PwC formerly known as Ant’s Eye View
- John Yurcisin, Director of Social Media at Amazon
- Sabra Schneider, Director of Online Communications at the City of Seattle
- Lourdes Orive, Director of Community and Online Support at Microsoft
- Lulu Gephart Manager of Online Engagement at REI
You can view all tweets from the event at the #smcsea Twitter hashtag and another blog post on the event, by Kelsey Kaufman: Social Media Club of Seattle: Trends for 2013 (And What They Mean for Digital Marketing).
My top takeaways:
Connecting social to ROI in 2012 and 2013
- In 2012, there was heavy pressure to connect social media work to business impact and in 2013 there will be even more.
- Some brands are cutting the number of social media sites they use or are more hesitant to add new ones.
- Hopefully 2013 marks the end of “shiny object syndrome” where brands add the Pinterest or Vine of the day just because it’s new and cool. (This relates to a good point I heard at Seattle Interactive Conference 2011: Make sure you’re using the sites you’re already on very effectively before you add new ones.)
Community management: Leveraging community to lighten your workload
- Microsoft’s MVP (Most Valuable Professional) customer advocate program has extended online to customer support. If a big brand you work with has a need for more third-party online advocacy, existing customer advocate programs are a good place to start.
- Brands should establish what their audience wants and what motivates them, then tell the audience what the brand wants, and use this information to establish and maintain a non-monetary exchange (aka gamification.) Establishing what both parties want is difficult.
- REI has launched a crowd-sourced photo project leveraging the rise in photo-sharing and checking in on social media titled the REI 1440 Project.
Reaching non-English-speaking and niche audiences
- The City of Seattle hosts informal meetings with Seattle’s cultural media to ask them the best way to communicate with the communities they represent. For example, they ask if the City of Seattle should translate materials or give the reporters materials in English for them to translate themselves.
- REI has social media communities for each of its geographic markets where it has stores. Store employees run the accounts. Note: I know Nordstrom killed store-specific activity to consolidate to one account on each site. I wonder if REI has seen success in this that Nordstrom didn’t.
Data and measurement
- Defining and measuring success for social media support is much more difficult than with traditional support due to the wider variety of reasons that people use social media for support. With traditional phone and email support, customers usually have one question that they are seeking an immediate answer to, whereas with social media support, customers could be looking to continue a previous conversation, complain or other reasons.
- Amazon and REI are prioritizing development and successful of their own social platforms in 2013. They didn’t elaborate on why; my guess is so they can own customer data.
- Amazon and REI rely heavily on measurement and audience data to drive strategy:
- Impressive for REI given that its social media team is only 4 people. REI is weighing options for buying a paid measurement tool so they can get comprehensive information on where people talk about them online.
- Amazon values experimentation via small tweaks in social media and measuring the impact., much like Wetpaint does.
Photo of January 29, 2013 attendees taken from a Facebook photo album by Social Media Club Seattle
Disclaimer: I work for Microsoft 40 hours a week via my job at Waggener Edstrom, but I don’t use my personal blog or social media profiles for work purposes. My boss tells me that I can blog about whatever I want within the boundaries of common sense.
Since about 2009, I’ve been on a fairly constant quest to prioritize one area I’m truly passionate about and makes me employable so I can center my online personal brand around it. After all, people tend to be most effective at developing an online reputation as being qualified if they talk about one thing all the time. My struggle with this is I have so many seemingly unrelated curiosities, which I develop more and more of the longer I work in public relations:
- public relations
- social media (which I maintain public relations professionals should know as much about as media relations)
- communications measurement
- business-to-business communications
- how to manage companies and teams
- cloud and mobile computing (which are connected)
- increasingly, LGBT rights
- various pop culture, usually involving LGBT celebrities
So what do all of these have in common? When people ask me why I like Beijing so much, the answer is very obvious to me: “I like Beijing because it feels like you are in the middle of something very important that is changing very quickly.” I realized that I could say the same about any of the other topics listed above. All my professional interests are:
- changing quickly
- misunderstood or under-appreciated
“Important” is a subjective term. In this context, I mean something that currently affects large numbers of people, creates a lot of financial opportunity, will become part of history textbooks decades in the future, or some combination of those factors.
In terms of the under-appreciated or misunderstood aspect, this could be why I took American Sign Language as my high school language and why I’m drawn to an industry with such a bad reputation among the general public as public relations. The main reason I was interested in traveling to China as a child, before I ever anticipated I would work there for two years, is that China is the world’s most populous country and has an amazing history, but in school we learned mostly about the U.S. and Western Europe. There is a lot of ignorance within the U.S. about what China is really like and vice versa, likely as a result of China and the U.S. not having even basic diplomatic relations until President Nixon visited Beijing in 1976.
So, there you have it. I will blog and tweet and do whatever else online (on websites I use for professional interests) about things that are important, changing quickly, and misunderstood or under-appreciated. I think for the sake of simplicity now, though, I’ll call the topics China, public relations, and a little bit of high tech. :)