Archive for the ‘Web Presence Management’ Category



English (or Any Language, Clean and Simple) in the Context of Social Media »


| by David Pinto on November 5th, 2009 | 2 Comments »

It’s Like, You Know.  And PLEASE don’t “tow the line”, when a “toe” will suffice.

[a word of warning before you read on: I've already been hit with feedback that this is a bit of a heavy rant.]

To that I say: And rightly so.

Why?

Partly because it’s worthwhile re-reading that excerpt below. But also because it’s become increasingly common to see horrendous typos and lackadaisical attitudes when it comes to social media (SoMe) communications. I mean, we’re now down to just 140 characters or less, so is it too much to ask for some level of accuracy (and in turn, a bit of respect for the audience)? When you see an update from a “senoir” executive and he’s referring to earnings as “bellow” expectations (really not surprising, given this rather poor attention to detail), it’s enough to make one shout, if you catch my drift. The odd mistake or “mistype” may clearly be excused, given that the need for speed and tiny keypads are much the norm today. However, consistently poor use — and abuse — of the language comes across as blatantly unprofessional. In the worst case, it may even put some customers off .

SO, please do be careful before you hit that send, save, submit or update button. 

Here are 6 guidelines to remember when blogging, tweeting, texting and whatever one wants to achieve over the SoMe space that still stand true:

 

1. Never use a metaphor, simile, or other figure of speech which you are used to seeing in print (the word “print” is used loosely here)
2. Never use a long word where a short one will do (hmm…great advice for tweets and texting!)
3. If it is possible to cut a word out, ALWAYS cut it out (ditto)
4. Never use the passive where you can use the active.
5. Never use a foreign phrase, a scientific word, or jargon if you can think of an everyday English equivalent.
6. Break any of these rules sooner than say anything outright barbarous.


I’m sure you’ve figured out these were written much before instant messaging, texting, Twitter, Facebook, etc., came on the scene. In fact, the guidelines are from a 1946 Orwellian essay! 60+ years on, they still make a lot of sense. 

Brilliant excerpt follows:

 

Our civilization is decadent and our language — so the argument runs — must inevitably share in the general collapse. It follows that any struggle against the abuse of language is a sentimental archaism, like preferring candles to electric light or hansom cabs to airplanes (or letter writing to Twitter?). Underneath this lies the half-conscious belief that language is a natural growth and not an instrument which we shape for our own purposes.

Now, it is clear that the decline of a language must ultimately have political and economic causes (potentially social too): it is not due simply to the bad influence of this or that individual writer. But an effect can become a cause, reinforcing the original cause and producing the same effect in an intensified form, and so on indefinitely. A man may take to drink because he feels himself to be a failure, and then fail all the more completely because he drinks. It is rather the same thing that is happening to the English language. It becomes ugly and inaccurate because our thoughts are foolish, but the slovenliness of our language makes it easier for us to have foolish thoughts.

 

The point is that the process is reversible.

 

Modern English, especially written English, is full of bad habits which spread by imitation and which can be avoided if one is willing to take the necessary trouble. If one gets rid of these habits one can think more clearly, and to think clearly is a necessary first step…

 

I look forward to your thoughts, counter-arguments, bellows (no, really) and rants in the comments below. If you dare, read the complete—and rather valuable–George Orwell “Politics and the English Language” essay here.

 

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What’s All This Web Presence Stuff, Anyhow? »


| by David Pinto on September 1st, 2009 | No Comments »

Got Corporate Presence + Internet Presence + Social Media Presence?

During engineering school, I landed a short stint as an electronics design intern at Xerox Corp. In 1990, before the Internet ramped up to make things like search easier, we relied on good old filing systems to locate datasheets, manuals, parts, specifications…anything that would help us repair aging or recalcitrant office automation equipment. Life was great and the challenges were fun, except for a couple of managers who didn’t like this young whippersnapper’s “filing” system. Only problem was that the team I worked with could always find anything we needed within seconds…until someone came along and filed away our organized “mess”. Result: Frantic searches and unnecessary service delays.

Enter Robert A. Pease (RAP), Engineer, National Semiconductor. I happened to pick up an issue of Electronic Design magazine lying around the office. Ever since I read that first, and now-classic, Pease Porridge column, “What’s All This Neatness Stuff, Anyhow?”  I realized I was not alone in my filing/search methods. Needless to say, it was great to find a kindred spirit. I quickly learned to ignore any interference and perfected a classic filing method (with excellent turnaround time results). I also became an avid consumer of Pease Porridge over the next decade.

With due apologies to RAP, allow to me to take a crack at “What’s All This Web Presence Stuff, Anyhow?” Here’s one definition (you may want to avoid going to the link, where you’d be obliged to skip the ad): A Web Presence (or Web Site) is a collection of Web files on a particular subject that includes a beginning file called a home page. etc. etc. Amazingly enough, I came across several instances with similar disinformation.

Today’s young whippersnappers might remark, “OMG, that’s waaaay off the mark!” Right. To use the terms “Web Presence” and “Web Site” interchangeably is blatantly inaccurate.

So, what is Web Presence (WP), and why all the fuss? Here’s one formula we propose:

WP = Corporate Presence + Internet Presence + Social Media Presence

Platform/Channel(s)
Characteristics Players/Influencers
Corporate Presence (Your Website/Intranet) Fully Controlled, Stylized, Branded   Staff/Executives/Marketing Teams Own the Voice
Internet Presence (Traditional Portals/Media Coverage) Minimal Control, Objective, Authoritative Experts/Editors/Analysts Have the Voice
Social Media Presence (New &  Emerging Channels) Clearly Uncontrolled, Community, Participatory Customers/Audience/Prospects Deliver the Voice

 

The trouble is, you can imagine social media flavors  will inevitably and increasingly make their presence felt all the way  back into traditional and corporate channels too.

And that’s the reason for the fuss. It makes embracing a good web presence management strategy, especially an open dialog with customers, imperative for business success. More about that in upcoming posts, along with quick tips for enhancing your web presence.

Meanwhile, feel free to weigh in with your definition(s), filing methods or SoMe insights – we’re open for debate!

PS: Back to RAP, here are links to some of his classics:

- What’s All This Neatness Stuff, Anyhow? (Electronic Design magazine, Oct 1990, includes photo of his “filing” system)
- And, if you need more, here’s the best of Pease Porridge.

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Web Presence Management Lessons from the White Mountain Peak »


| by Bala Gopalan on August 11th, 2009 | 2 Comments »

White Mountain Peak - Man and the Mountain
Last month, some of the bHive core team went on a weekend hike up White Mountain Peak (wiMp, 14,252ft) in INYO National Forest. The third highest peak in California, it is both fair weather and friendly… only insofar as you do not take it for granted. Boy, were there simple lessons learned from this day hike? Certainly, and all are as applicable to practicing Web Presence Management (WPM) as they are to life!

All Sugar and No Salt is as fatal to your Customer as it is to the Hiker
By some miscalculation, we all carried and snacked only on sugary stuff on our uphill hike. Big mistake. The idea was to ease our way to the top on “power” snacks, eat one of those ready-to-cook “real” hiker meals and cruise on the downhill hike. Not only did our systems reject the sugar even before we reached the top, but there also was not one tiny sheltered spot for us to light our backcountry stove. The terrain was barren and winds howling. In hindsight, a few saltines, nachos or even junk food like chips/crisps snacked periodically would have helped a lot.

What’s the parallel here to WPM? Corporate communications are like sugar. Customers, like your system, will reject it to the point of fatality if that’s the only diet they are fed. However, a contextual Social Media (SoMe) practice will keep your Customers trusting and engaged, just like the right pinch of salt snacked periodically keeps the system healthy and balanced. In salt, we trust (in just the right doses, of course)!

White Mountain Summit - bHive Team

“Done that Altitude” is PAST, “Must Do Attitude” is PRESENT
Our hiking team has had its moments. Latitudes stretched, longitudes tested. And, some record altitudes attained, all in good health. All, however, in the past still did not adjust our attitude, what’s a wiMp by any other other name?

What indifference! Continue to be stuck in the past on the only ways you have talked to Customers, taking them for granted, and rest assured the wiMps will become IMPs – InsurMountable Peaks (or, Problems). What worked then is past. What must be done today is to engage in each uphill task with full transparency and deference (or, empathy). Always respect the Mountain, high or low. We need to Listen and Learn from our Customers – and give them a Voice — daily … today, everyday!

White Mountain Summit - Register

The Curious Case of Turtle Tao
We met a septuagenarian on our climb. He was on a solo road trip from Colorado to hike in Utah and California. Let’s call this gent Turtle Tao. He was ahead of us in the morning when we were driving from the campground to get started on the hike. He was driving slow-and-steady on the single-lane dirt road. Needless to say, us can’t-wait-to-calculate-return-on-investment-(ROI) types “forced” him to yield so that we could get there sooner. We started the hike much ahead of Tao. Surely enough, he caught up with us within the hour! He gave us company for the next 1-2 hours and then moved slowly ahead even as he seemed to accelerate without increasing his speed – walking or breathing. Finally, when we reached the summit Tao was there, again pleasantly inquiring after us. Offered me a sandwich bite and did take some summit pictures for our ROI. We lost sight of Tao shortly thereafter in our downhill delirium. He was the proverbial Tortoise, seemingly slow but surely steady and earnest. We were the insolent hares…already at the finish line with ROIs and dashboards!

There seems to be this raging, current fixation on SoMe ROI. Hopefully, we all do not forget that the main goal of Social Media (and WPM in general) is the trusted ongoing engagement it facilitates. Not the arrival at any specific end points or summits. To twist a famous traveling quote: “the point of this WPM journey is not to arrive.” Instead, the engagement and participation it enables are to be enjoyed, to be learned from, and ultimately… to be continued.

White Mountains - On the return

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Without a Decent Web Presence, Content Don’t Mean Jack »


| by David Pinto on April 8th, 2009 | No Comments »

Came across an interesting post on weSRCH.com that reflected upon a maxim used in business circles: Without profits, customers don’t matter. This brought to mind an insight that emerged out of a recent meeting with a harried one-person marketing “team” at a fairly large company (quote): “Without a decent web presence, content don’t mean jack anymore…”

In “The Practice of Management” Peter Drucker said that the purpose of business is to find and keep customers. Granted, Mr. Drucker was writing to an audience of executives schooled heavily in business and who had a tendency to maximize profits to the extreme. Some take this to mean—especially during tough economic times—that it is okay to lose money in order to attract customers. But this can only happen over the short term. Lose money consistently and soon you’ll have happy customers but lose your business.

We see a parallel today, where resource-strapped marketing teams seem to be frozen into inaction. Do you want to have great content and lose your audience? Most companies have a wealth of excellent content, with potential that’s just waiting to be tapped. These typically exist or are created as standard collateral, success stories, application notes and white papers or even take more appealing forms such as (say) flash, video and instructional webinars. All too often, unfortunately, this content simply gets uploaded to a corporate website, buried within pages of fairly static content never to see the light of day. In all fairness, many firms do get creative and repurpose content with calls to action in newsletters, direct marketing and online advertising. Shoot me for saying this… while these traditional approaches may have had merit, they’re a bit tired and running out of steam.

Your content may be king, but it’s begging for more.

The answer is to make the content do the legwork. Its greatness lies not in the words or audio/video themselves, but in what it can do for your business, brand and image. To manage your web presence means to effectively spread your content out there beyond your corporate website, where it matters. Encourage community, sharing and feedback, and make your audience a part of the conversations (in today’s Web 2.0-enabled world, they will do it anyway*). This in turn will further enrich your overall content offering and earn the respect of your customers and prospects.

Content without an audience is like having customers without profits: meaningless and unsustainable. You can now take advantage of content management platforms that seamlessly integrate with corporate and social media channels for efficient distribution of content to audiences. These tools can help even the leanest of marketing teams to manage and grow a high-impact web presence, attract and grow a loyal and attentive audience, and ultimately grow your sales and—the key word here— profitability.

* for example, see theses 8-13 of the Cluetrain Manifesto

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Web Presence Need a Good Ol’ Smack? »


| by David Pinto on March 20th, 2009 | No Comments »

Sunrise - Sernabetim Beach, Goa, India

So I’m smack in the middle of my vacation with the extended family (intentionally without cellphone/laptop) enjoying the rustic scene at  in Goa, India. Then, disaster strikes. My faithful Sony camcorder, with which I’ve captured many memories/antics during our travels, starts to act up for no apparent reason. Of course, this had to happen miles away from anything except palm trees and the clear blue sea. I should be relaxed in sheer bliss, but now I’m stressing out trying to get the *&^% thing to work. And hey, I’m an engineer, so I’m consumed with finding an immediate solution to the problem (driving the rest of the clan crazy in the bargain). My four-year old is going on his first ride on an elephant, and I’m getting a “C:31:23” error…

What’s all this got to do with Web Presence Management…and what is WPM, you may ask?  There was a time when your brand’s web presence was on a simple multi-page, static brochure-ware website. You built it and visitors/customers came. But then traffic that mattered tapered off, despite your best efforts to keep things dynamic. So what happened? Fast-forward a few years, and you find that of the important “fish” are now in their own favorite ponds. Your customers – and potential leads — talk about you “out there”.  Often enough to spread the word – good or bad – about you. Perhaps some of these words catch your attention. More likely, though, the conversations may never reach you (or even worse, spiral out of control and come to your attention too late).

Back to the beach. Luckily enough, India has leapfrogged an entire telecom generation, avoiding laying out swathes of fixed-line copper infrastructure. So while most folks across the country have no idea about DSL/broadband access except in the major cities, you’ll come across locals in the remotest corners of the country abusing their mobile phones to the utmost. My mobile warrior was Anthony, one of the colorful local fishermen (in the photo) whom I had befriended for our daily source of fresh nutrients, and who supposedly used his connection to get local weather and find out where the fish were en masse. Before you could say the words “fresh fish!”, Anthony had me connected to outside world and (whew!) the Internet. Normally, if technical difficulties had struck  in one of the big metros, I would’ve called a Sony service center and got the camcorder repaired under warranty by a technician. Given my remote location, I went to the Sony website for help. This was like trying to find a specific seashell somewhere along the seven miles of beach stretching out on either side of where I sat with my toes in the sand.

My next step, which in retrospect  should obviously have been the first one, was to type in “C:31:23” in my search engine of choice. Voila…links to scores of discussion forums and communities/blogs with people sharing the same problem. A quick glance at the top few results seem to suggest the BEST SOLUTION is to remove the power and — I quote verbatim from just one of the threads here: “…This may seem silly, but it worked for me. Try smacking the side of the camera relatively hard with the palm of your hand. Eject the tape and reinsert. You may need to do this a couple of times.” I was a bit leery about whacking my $1000+ camcorder with what was clearly not a very “engineering” solution, but hey…I was ready to try anything. After confirming that several users also shared the same opinion (no doubt with varying degrees of success) I directed a fair share of my pent-up frustration on the hapless machine. Yes, this has a happy ending! I was immediately back in business, again capturing loads of video action (much to family’s chagrin, but that’s another story…).

Take Away: It’s time to acknowledge the changing reality around us and do something about it. Sony has a lot going for it, but a lot of bad buzz floating out there too. It’s never too late to smack your web presence back into shape so it does what it’s intended to do: Bring in the best leads, help monitor  — and quickly respond to — the good (and any bad) buzz around you, and ultimately improve your brand image and bottom line. If you agree, sign up for a free consultation today. See how you can create and implement an effective strategy for your web presence going forward.

PS: At the very least, you now know of a low-cost (and low-tech, albeit therapeutic) method to repair any of your seemingly high-tech electronic gadgetry that may malfunction in the future.

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