Larry Brauner
As a business community, are we obsessed with return on investment? Is our preoccupation with measuring social media ROI counterproductive?

In this article I look at social media from what might be a novel perspective. I hope to convince you that social media use need not impact the bottom line over the short term, and that our belief that it ought to is impeding our progress.

I expect to provide a few other takeaways as well.

Are Marketing and PR Merging?

I was speaking with Jeffrey Cole, the marketing PR expert behind JJC Communications LLC, an agency using both social media and traditional public relations to achieve clients’ goals. Jeff authors the blog PR 101.

I asked Jeff whether he agreed with me that marketing and public relations were converging. He said he agreed, and that he believed advertising was converging with them as well.

Can You Put a Value on Reputation?

I saw a video and article posted by Chris Boyer, creator of the Hospital Online Marketing Education site on Ning and online marketing consultant at Healthgrades. Chris was discussing social media and the importance of his four R’s:

  1. Reach
  2. Relationship
  3. Reputation
  4. Return on investment

Regarding return on investment, Chris pointed out that measuring the ROI of social media was like trying to measure the ROI of a friendship.

I agreed with Chris’ assessment of social media, but let me ask you this question: What about measuring the ROI of your reputation? Could you possibly place a value on your reputation? I say no. Your reputation is invaluable.

Public Relations

Defining PR, the Public Relations Society of America states that PR “helps an organization and its publics adapt mutually to each other.”

The PRSA definition of PR implies relationship, Chris Boyer’s 2nd R of social media. Even the term itself, public relations, suggests relationship. The key word is relations. According to the Council of Public Relations Firms, public relations also:

  • “Builds and protects reputations.” Reputation is Chris’ 3rd R.
  • “Extends reach, frequency and the message of an advertising campaign.” Reach is Chris’ 1st R.

Marketing tends to revolve around cost per acquisition and ROI.  However, public relations relies on softer metrics, and since reputation is invaluable, PR almost never requires ROI justification.

Public relations and social media are a perfect pairing according to Chris’ four R’s.

Marketing

According to the American Marketing Association, “Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large.”

The key word in this definition is offerings. Nothing is mentioned about reputation, although communicating and exchanging seem to correspond to reach and relationship.

Given marketing’s basic orientation toward advertising offerings, an activity in conflict with social media, and that it tends to revolve around cost per acquisition and return on investment, marketing and social media might be incompatible.

There are marketing-related activities that are obvious exceptions.

Customer Relationship Management

Although customer relationship management and customer service are marketing functions, they differ from marketing conceptually.

CRM and customer service focus on relationships more than offerings and are tracked using soft metrics such as time to answer call, call length, first call resolution, sales, saves, etc.

Many attempts to interact with customers on Twitter and to broadcast limited-time offers to them have been successful.

Selling

Selling, according to Wikipedia, is “persuading someone to buy one’s product or service,” i.e., to buy one’s offerings, and relationship is certainly essential for selling success. However, the key word here is persuading.

Social networking sites such as LinkedIn can support the sales process and replace much less convenient offline meetings.

Social media prospecting, if done well, can open doors which have been closed until now. Perhaps though, the persuading part of selling will go more smoothly if taken offline.

One-to-one selling using business networking sites to make connections is working for many people.

Image Advertising

As I said above, marketing almost always requires ROI justification.

There are some marketing efforts that don’t directly increase sales. Big companies can advertise their brands like Coke and Pepsi in order to maintain parity and to create economic barriers to entry into their markets.

These marketing campaigns are brand and reputation centric, and as such the public relations function could presumably conduct the very same campaigns just as effectively.

Social Media Marketing

If social media is largely a public relations tool, then what is social media marketing or social marketing?

Social marketing is web PR as practiced by marketing people who hope (pray?) that their social media outreach will eventually spill over into sales and justify their efforts.

We as marketers find it difficult to admit to ourselves and to others that we’re engaged in PR, but we are.

Do our companies really need more PR?

Marketers have long understood the importance of listening to customers. Today social media facilitates useful dialogue with and understanding of both customers and prospects.

The Long Tail of Social Media

The Long Tail of Social MediaSocial media is an investment with a very long tail. The content we create and the relationships we build can continue to bring a return far into the future. The revenue in the ROI equation is the present value of future dividends arising from our social media investment.

Social media used wisely ought to pay off. We can’t yet say exactly how-so nor how-much-so, but we’ll never find out unless we remove the impediment to progress, our obsession with social media ROI.

I found 35 social media KPIs to help measure engagement on the web and think that you’ll like it. I’m regularly researching and bookmarking new articles for you on my new Bookmarks page.

Keep the faith.. and leave me your comment. ;-)

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Larry Brauner
I read an excellent article this afternoon in the Wall Street Journal by Jessica E. Vascellaro about the declining role of e-mail in our day-to-day communication, as services like Twitter, Facebook and lots of other social networking sites continue to grow in popularity.

According to Ms. Vascellaro, we obviously still use email. However, email was better suited to the way we used the Internet in the past, when we’d go online intermittently to read our messages.

“Now we are always connected, whether we are sitting at a desk or on a mobile phone. The always-on connection, in turn, has created a host of new ways to communicate that are much faster than email, and more fun.”

E-mail MarketingIf more of our attention is being directed toward social media and away from email, is there a future for email marketing?

The success of email marketing depends on our ability to efficiently reach our target markets via their email inboxes. As people increasingly turn to social media, and internet service providers apply more aggressive spam filtering, email marketing becomes less viable.

Just last night, a friend messaged me on Facebook saying that she was “shifting over from an e-newsletter to blogging,” and that she was looking for a little advice.

Email marketers want to know how to react to the trend toward social media and social marketing.

Advice for Email Marketers

Here are seven tips for coping with the decline in email communication:

  1. Act Now - Don’t sit on the sidelines like your old media friends. There are still plenty of newspaper publishers scratching their heads wondering what they’re going to do about their failing businesses.
  2. Diversify - Adopt a variety of new social marketing channels, but do not discontinue your email marketing campaigns. Build on your past successes.
  3. Stay Cool - Don’t overreact. Email communication isn’t going away any time soon. Gradually make adjustments and find the allocation of resources that delivers you the best ROI.
  4. Learn Social Media - There are many social marketing resources and a fairly steep social media learning curve. Either make social media training a priority for yourself and stick with it or find someone to whom you can delegate or outsource all or part of it.
  5. Learn SEO - Learn search engine optimization as well, or again, delegate or outsource it.
  6. Keep Testing - Just as you’d test different lists or advertising copy, test different social media venues and content to determine what works for you, and what doesn’t. Be flexible.
  7. Get Help - Even if you do decide to educate yourself, look to social media and web marketing experts for help along the way. Their guidance will save you much time and money in the long run.

I still use my email autoresponder to communicate with many of my blog subscribers. However, email accounts for only 2% of my total blog traffic. Google, Entrecard and Twitter combined account for about 80%, and all other sources add to the remaining 18%.

I will have more to say on email marketing and on list building in future articles. I suggest meanwhile that you read List Building Paradigm Shift which I wrote at the beginning of the year.

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Larry Brauner

Nearly a year ago I presented the Top Reasons Why I Blog. I’m a big fan of blogging, and I enjoy writing for you.

Now it’s time to list my top reasons for using Twitter. If you use Twitter, please feel free to comment and share your experiences. If not, this list may encourage you to begin.

These are the top 12 reasons why I use Twitter:

  1. Simplicity - Twitter is easier for people to understand than many other social media sites. There are only a few Twitter concepts to learn: how to create a profile, follow, update, reply, search, retweet, send direct messages and use hashtags. See Brand Yourself and Market on Twitter.
  2. Networking - With hundreds of thousand of people using Twitter, you’re bound to find, as I have, people with common interests to connect with. Advice I gave in Get More Personal applies here to networking on Twitter. Speak on the phone or meet in person, but don’t hide behind your computer.
  3. Traffic - Twitter is a blogger’s dream. Last week hundreds of people from Twitter visited my blog. A high percentage of Twitter visitors subscribe to my my RSS feed or blogcast.
  4. List Building - Twitter is a great tool to cultivate a following and build an audience in your niche. I presently have thousands of followers on Twitter. What will I do with these followers?
  5. Branding - I use Twitter to brand and market myself to my followers. Through Twitter many people are getting to know me who would otherwise not have had this opportunity. Even people who choose not to follow me can still learn about me. Keep this in mind: It’s not what you know or whom you know, but who knows, likes, trusts and respects you.
  6. Communicating - I can send direct messages or use hashtags to communicate with my friends.
  7. Twitter Tools - There are numerous Twitter Tools such as TweetAdder to make Twitter powerful and easy to use. Read Tons of Twitter Tools, Tips and Resources.
  8. Research - Twitter is an excellent tool for research and keeping up with world developments. You don’t necessarily need to follow people or for them to follow you to read their tweets and click on their links.
  9. Discovery - We can learn new things on Twitter, even when we’re not looking per se.
  10. Mobility - Wherever you are or wherever I am, we’re only a tweet away. As more and more people use cell phones and text messaging, the compact 140 character format makes Twitter easy to access.
  11. Brevity - To be honest, there are times when I simply don’t feel like writing a complete article. Fortunately, even at those times I can usually cope with a modest 140-character tweet.
  12. Fun - Twitter is a blast! It’s a giant party, and the black tie is definitely optional.

You’ll find more reasons for using Twitter in the comments below. I encourage you to add your own.

I’m @larrybrauner on Twitter. I look forward to reading your tweets.

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Larry Brauner

What is Spam?

Wikipedia defines spam as “the abuse of electronic messaging systems to indiscriminately send unsolicited bulk messages”.

While most people think of spam as junk e-mail, Wikipedia points out that the term applies equally to the abuse of other electronic media:

  • Instant messaging
  • Usenet newsgroups
  • Search engines - This includes creating spam websites, keyword stuffing and social media abuse.
  • Blogs - Besides the computer generated spam a blog receives every day, there are people who believe that a blog’s comment space is some kind of billboard. The same people like to advertise on social networking sites in their and other people’s comment spaces.
  • Wikis - Wikipedia itself is a target of spam content.
  • Online classified ads
  • Mobile phone messaging
  • Internet forums - This is a first cousin of blog and social networking comment spam.
  • Fax transmissions

Spam is Offline Too

It is easy to extend the definition to include non-electronic media and communication:

  • Three foot rule - Anybody unfortunate enough to be standing next to the spammer gets an earful.
  • Car windows - This includes flyers on the windshield and sizzle cards between the rubber and the glass of the driver’s window.
  • Telemarketing and automated dialers - They really sound pretty much the same. It’s hard to tell which is real.
  • Rest room graffiti - Okay, maybe I am taking this a bit too far. However, I couldn’t resist. I’m sure by now you get the general idea.

Spam is Bad Business

Spam is anti-social, alienating and unprofitable, unless as Diane Hochman says, you’re going to do it right and set up an offshore server to blast spam messages to millions of inboxes.

Spam is highly inefficient and ineffective. Nearly everyone is turned off by spam or chooses to ignore it. Some forms of spam are illegal in many jurisdictions.

Forty-four years later, spam is a perfect example of Marshall McLuhan’s “the medium is the message”. The spammer’s methodology becomes the focus of attention rather than the message’s intended content.

Why Do People Spam?

Spammers mistakenly believe that spam is marketing. Spam seems like a good simple marketing shortcut.

Spammers are taught to play the numbers game. Somebody out there is going to fall for it. When spammers fail, they rarely consider that their spam “strategy” was flawed.

The Law of Attraction

Learning to market correctly takes time and effort, but it’s worth the investment. You will attract success. Spam only attracts failure.

Read my articles on online social networking, blogging and personal branding, and come join me to learn more at My Private Classroom.

Real marketing and personal branding shall prevail.

Please share your spam stories. Post a comment. But please, no you know what.

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Larry BraunerWhen Marc Andreessen and Gina Bianchini started their work on the Ning social network back in 2004, online social networking was still pretty much a teen thing. True there were marketers like yours truly making a home on Ryze and other business networking sites, but we were the exception rather than the rule.

Ning once completed would allow people to create and manage their own miniature MySpace-like social networking sites.

Ning’s founders probably envisioned a platform on which families and circles of friends would stay in close contact through their very own private social networking site. However, since launching 18 months ago, Ning has found its way into the business world as well as many other sectors of society.

You can start your own plain vanilla Ning social network for free, or for a fee you can exercise greater control over your site and add lots of bells and whistles.

Examples of Ning Social Networking Sites

In Web lifeline for the troops, the Naperville Sun writes that two local men, Ed Domain and Josh Lowe, launched Troop Space, a Ning-based networking site for the brave men and women of the United States Military. Troop Space “is geared toward US troops, their families and anyone who wants to become more personally connected to the military”.

Jim at medXcentral started his Ning community to network “the medical and health care universe” and to “stimulate great achievements and forward motion towards resolving many issues faced by the medical industry today”.

Diane Hochman built the online headquarters for My Private Classroom on the Ning foundation. I joined My Private Classroom several months ago to learn more about social media and to introduce free and low-cost marketing methods to network and direct marketers.

You can now participate in Diane’s social marketing training program for free. Read My Private Classroom Opens to Public for details.

I created the Ning social network Critical Thinking Outside the Box as a companion to this blog, and you are welcome to join me there.

What I Like About Ning Sites

From a user’s point of view here are some of my favorite Ning features:

  1. When you make a friend at one Ning site and you each belong to another Ning site, you’re connected at the other site too.
  2. You can browse friends and friends-of-friends and so forth to see what other Ning networks people belong to. In this way you can discover new and relevant places to network. While many Ning sites are private, there seem to be just as many sites that are open to the public. You can also browse Ning’s list of popular social networks.
  3. You can broadcast a message to all of your friends at any given Ning site. Be careful not to abuse this privelege. Spamming is not effective, and network administrators will typically not tolerate it. This broadcasting feature has allowed me to attract readers to my blog and gain new subscribers.
  4. In some Ning social networks you can also broadcast messages to fellow members of groups you join. This feature encourages spam and is therefore disabled on many Ning sites.
  5. You can customize your page’s theme and embed videos and widgets just as you might on MySpace and many other social networking sites.
  6. Much of your profile content can be taken from an existing site and easily reused when joining a new site.

And What I Don’t Like

Here are some of my least favorite Ning features:

  1. Most Ning sites have very small memberships that are just a little too cozy for marketers like me building their lists.
  2. A very high percentage of profiles are abandoned, so you can end up with lots of unaccepted friend requests. At some point you may need to delete some friend requests in order to remain eligible to make new requests.
  3. Very many Ning sites are not much more than recruiting pipelines and sales funnels for the sites’ owners. I find this aspect of Ning annoying, but I tolerate it. For this reason I’m slow to invite friends and business connections to join me on new Ning sites. I want to wait and see if the site is a safe enough place to bring them.

Show and Tell Opportuinity

You can find some of the many social networking sites to which I belong featured on my blog’s sidebar.

Do you have favorite Ning social networking sites? Have you started your own Ning social network? Do you have an interesting story to tell?

Feel free to comment and share with us.

Keep in mind that I’m responsible for the quality of my blog and legally responsible for its content. I therefore reserve the right to edit any comment as I see fit.

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Larry Brauner

The Case for Social Media Marketing

It is becoming increasingly more difficult and more expensive to reach potential customers using mass media. That’s one reason why so many marketers are turning to Web 2.0 social media marketing.

Not only do marketers want to reduce their advertising expense, they also want to connect more directly with people and learn how to better serve their target market.

Social media marketing is especially attractive to small business owners operating on modest budgets, since most social networking sites and other social media sites are generally free to use.

Steep Learning Curve

They read a story such as Beyond Blogs in the June 2nd issue of Business Week, and they rush off to embrace Web 2.0 social media unprepared for the steep learning curve that lies ahead.

The social media landscape is uncharted and sprawling. Social media sites are vying for your attention, and searching the Internet for advice turns up sharply conflicting recommendations.

Need for Mentor

Clearly you need a mentor, somebody smart and knowledgeable with especially strong communication skills. You should find somebody with whom you feel comfortable, because you’ll definitely be getting to know each other. Picking a mentor is difficult.

Effective Communication #1 Challenge

Once you find your mentor mastering essential social media marketing skills will be difficult. To get fully up to speed might take a year or even longer.

That is the bad news.

In my opinion, the hardest part of social media marketing training is learning effective communication, i.e., to write, speak, listen and persuade well and in a professional manner.

There are certainly plenty of technical challenges to overcome, but by far communication is the chief obstacle new social media marketers face. If you happen to have the right mix of communication skills, you’re way ahead of most newcomers.

Your mentor can teach you personal and business branding, online social networking, blogging, video marketingsocial bookmarking, SEO and other important skills. He or she can also critique your communication style, but it will be you who will connect directly with your target market and build vital business relationships.

Get Started Now and Learn as You Go

Now the good news.

You don’t have to master every skill, dot every “i” and cross every “t” before getting started.

Find a good mentor to guide you, jump in and get your feet wet. Learn by doing.

As Mike Litman always says: “You don’t have to get it right, you just have to get it going.”

Your results will serve as feedback to help you to make the necessary corrections along the way… and that is good news.

Did you enjoy this article? Subscribe to my RSS feed or by e-mail. Visit my About, Services, Media Buzz and Connect pages to learn about Building Your Audience and Brand on the Web. See also my Disclosure Policy regarding affiliations and compensation.

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Larry Brauner

Blogging and Personal Branding

Personal blogs and business blogs often factor into the marketing mix of both large and small businesses.

Blogging is interactive and enables direct communication with the customer or end user, a subtle form of business networking.

Blogging as a form of networking is not as direct as attending a meeting of a chamber of commerce or a small business association — nor does it replace online social networking at social networking sites. However, it builds credibility while refining and reinforcing the blogger’s personal or corporate brand image.

Search Engine Optimization

As I stated in Top Reasons Why I Blog, “Blogging endears me to the search engines.”

Search engines love to deliver fresh content to their clientele, and that’s what blogs are all about. Each blog post creates new content for search engines such as Google to sink their teeth into.

Search engines send visitors. Some of those visitors become readers and bond with the blogger and his or her company or cause.

Make Money Blogging

This bond presents opportunities.

For example, when bloggers are looking directly to monetize their blogs, as is very often the case in the world of blogs, their readers are often redirected to another site or to a sales page to purchase an endorsed product or service.

This transition is easy once a trusting relationship has been created between blogger and reader.

To learn how to make money blogging, my previous post, Blogs and Blogging for Fun and Profit, is a good place to start.

We’ll continue to explore the relationship between blogging and search engine marketing.

Be sure to visit the Blog Marketing and SEO Training page.

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Larry Brauner

Last November I examined the popularity of social networking sites.

In a series of four posts I examined the reasons I believed that online social networking was very relevant:

  • “High Tech/High Touch” - As sterile technology increasingly impacts our lives, we crave greater and greater intimacy to offset it.
  • Digital Age - Our technical capablity permits, even inspires us, to share multi-media digital files with our friends, family and colleagues that contain valuable information, memorable experiences and enjoyable entertainment.
  • Communication - Online social networking sites are capable of providing us with the functionality that e-mail did in the past plus a big additional benefit, file sharing.
  • Search Engine Optimization - More and more marketers are turning to social networking both to connect with users and to get free traffic. Traffic comes from within the community and, thanks to the search engines, from without as well.

On March 24th I looked at Social Networking vs. Advertising and how people tend to approach social networking with an advertising mindset. If you haven’t seen that post, I highly recommend it.

IC JacksonMy good friend Ivo Jackson, a very gifted writer, wrote a blog post April 8, the 7 Reasons Why You Should Do More Networking Than Selling that looked at networking from another angle.

Ivo provides an excellent rationale for social networking that applies to offline as well as online social networking. These are the points she makes:

  • People don’t like to be sold.
  • Selling only works when people are ready to buy, and most of your network is not ready.
  • People don’t care how much you know until they know how much you care.
  • Selling yourself or your brand is easier than selling your product or service.
  • The law of averages is real - long term success is relative to the size of your network.
  • If you help people get what they want, you will eventually get what you want.
  • If you expect a great harvest, you must first plant some seeds.

Visit Ivo’s blog and read the complete article.

I wish to add just one point that I made in my March 24th post. Networking allows you to determine what people really want so that you can customize your offer to them.

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Larry Brauner

List building today isn’t the exclusive domain of autoresponders.

Sure, a reliable autoresponder is still a vital tool if you’re marketing on the Internet. However, online social networking and friend lists ought to weigh more heavily in your permission based marketing strategy.

I started realizing this in 2006 when I first joined MySpace. I noticed how much richer and more effective the two-way communication of social networking sites was than the ongoing monologue associated with e-mail marketing.

I always encourage my e-mail contacts to write me back, but few actually do. And I never learn enough about them, unless of course they choose to join me on MySpace, Facebook, Yuwie or one of the other online networking venues I frequent.

There is another big reason to incorporate online social networking in your online marketing repertoire.

Consider the ease with which you can add thousands of friends on MySpace compared to the cost and difficulty of building your autoresponder list. Whether you use one of the “friend adders” and risk suspension of your profile by the networking site owner, or whether you add friends manually, it’s still much more straightforward to build a permission based marketing list through social networking than it is using more conventional opt-in list building techniques.

I myself do both. I add new subscribers to my autoresponders on a regular basis and simultaneously add new contacts to my friend lists on LinkedIn, MySpace and Yuwie. I have a good reason for doing so.

Not withstanding my previous remarks, it’s easier for me to broadcast a message on demand to my opt-in list than it is to my social networking friends.

Most people check their e-mail at least once a day. If they want to hear from me, they will.

If I post a bulletin on MySpace they can easily miss it. I have to post it several times each day to keep it “on top”. And if they don’t log in, or even worse, if they’ve abandoned their profile, they won’t see the message at all.

So why should you put all your eggs in one basket? Diversify. E-mail people and contact them through multiple sites and through multiple channels on each site to maximize your message delivery and response rate.

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After much consideration and discussion with my friend Janice Weinberg, I have decided to limit the scope of this blog to online social networking, social media, and personal development.

There are other places to promote her site and her book. Keeping a narrow focus will better serve my readers and help the search engines.

I appreciate your readership and support. I encourage your participation. Sincere comments will be rewarded with a follow-link back to your website.

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