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Crying Wolf

August 10, 2012 Leave a comment

 

I came into work recently and immediately got caught up in the rumor mill.  Earlier that day an employee caught his finger in a cog of a machine.  There was blood, screaming, and a fingertip found on the floor as the drama unfolded.  It was a horrific experience for this unfortunate worker.

The reason I bring this up however is because the news that spread around the plant was more about the line’s reaction to the incident than this poor employee losing his fingertip.

The incident went like this:

  1. The employee stuck his finger in a hole of his machine
  2. His fingertip pinched off.
  3. He screamed bloody murder.
  4. No one looked up.

….ehhhhhh…huh?

The most surprising, and talked about, part of the whole ordeal was the employee who held up a cookie a second  later, still not looking up, and said, “blood!”   Truly not one soul bothered to look up and see the emergency unfolding less than 10 feet away.  Many of the line workers didn’t know it happened until the cleaning crew started sanitizing the line.

Now how could this happen?  Was it because the workers on the line could care less?  In this case no.  Was it because of noise or distance from the scene?  Nope; Line workers talk to each other the entire day.  The issue here is simply over stimulation….that is to say, crying wolf.

Crying Wolf

In Aesop’s Fable, “The Boy Who Cried Wolf,” a boy is assigned to watch the town flock of sheep.  He gets bored and decides to have some fun with the townsfolk by repeatedly crying, “Wolf!” to the startled townspeople.  After a few false alarms a wolf does come and attack the flock.  The boy sounded the alarm, but the townspeople weren’t going to be startled again.  His false alarms had overstimulated them and they simply shut him down.  They paid no attention to him.

Such it is with the wolf criers of today.  Those who feed off of the attention they get startling others at work will find themselves alone when their jokes become sincere pleas for help.

This highlightes a major safety factor, that of believability.  In our finger incident described above, this employees believablility was shot months previous because of his loud and boisterous antics on the line.  As believability decreases a safety gap increases.

As one becomes less believable to their peers, a major safety risk grows.

So what can be done about the crying wolf syndrome?  Well, one manager I know has banned speaking on the line at all. Not an extremely popular move from the employees’ point of view, but increadibly effective from a safety standpoint.

Short of banning communication (bold and absolute), education is really the only solution.  A ”Crying Wolf” campaign with announcements, posters, memos, daily monitoring by administration and assigned workers, whatever suites the need of the facility.

Fortunately for our unfortunate employee, his fingertip was reattatched.  He has another gory story to get attention with.  Once back on the line, he has learned a harsh lessson.  Howl at the moon on your own time, but at work never, ever, EVER cry wolf.

Categories: PR

Lessons in Social Media Management: Slow and Steady

December 29, 2011 Leave a comment

                                                                                                

                           

I just finished a three month trial working with a local startup called Mikey’s Balloons.  It’s a one-man company started by balloon artist Michael Guerts.  The company is in its infancy so I decided to try to take this company through a social media campaign to see if I could get some momentum started for my friend Mikey.

The lessons I learned are worth sharing.  In short:  Slow and Steady, Client Involvement, and Budget.  This post will center on the first lesson invloved:  Slow and Steady.

Slow and Steady

You remember that bed time story of the Tortoise and the Hare.  The Hare erupted from the starting gate.  The turtle was soon so far behind that the Hare lost momentum stopped for a nap.  While he was sleeping the Tourtise slowly but steadily gained ground, passed the Hare, and won the race.

Social media fits that story to a tee.  We hear the Cinderella stories Social Media stories and we dangle them in front of us like a carrot.  We jump from the gate and sprint as fast as we can.  All too soon however, we have used up all our energy and we stop. 

As surprising as it may seem for so many, social media is not the end-all-be-all of next generation business. As far as I know there is no magic wand that magically triples business and turns a start up into a household name. Slow, steady consistant growth in social media is the only way to stay afloat.  This is a lesson I learned first-hand, thanks to Mikey’s Balloons. 

I came into the campaign ready for immediate, organic, self-perpetuating growth.  I know Mikey and believe in his skill.  A few videos, a facebook, twitter, and flikr account and we should be good.

Two weeks into the campagn I started to see the light.  After friends and family joined the Mikey’s Balloons facebook page, it lost all momentum.  The results resembled the behavior of a traditional brick-and-mortar company, not the instant sucess that online marketing touts.

So, we went back to the slow and steady approach, posting only once per day to every other day about things not necessarily related to Mikey’s Balloons.  We started building a community-oriented page and slowly we started gaining more followers.  It was a longer process than we expected and it took much more energy.  But such is life as the turtle instead of the Hare.

Meg Fligg, Senior Manager of Social Media at Georgia-Pacific, referenced the Tourtoise and the Hare analogy in a presentation at Blogwell this November.  Her presentation centered on Georgia-Pacific’s recruiting success using social media.  “Georgia-Pacific is a lot more tortoise-like than hare-like when it comes to social media,” she said. “Embracing my tortoise-ness helped me understand that slow and steady wins the race.”

Andrea Lyn Van Benschoten with SocialMediaClub.org also endorses the idea.  She writes, “Slow and Steady will Always Win the Race.”

Social Media and the Small Business…Location Based Marketing, eh…..huh?

October 3, 2011 Leave a comment

This is the third installment of Social Media and the Small Business, a series designed to educate the small business owner on the power of social media in today’s business world.

 

Location Based Marketing, eh…huh?

 

The Power of Geotagging for the Small Business

 

Location, Location, Location.  The old real-estate addage privides an entire lecture in three words (or one word now that I think about it).  Brick-and-mortar businesses grow around their location.  The better location beats the better product most of the time (Times Square vs. Main Street, USA).  In this new business climate dominated by social media, a concept is now emerging called “Geotagging.”   As A Matter of Fact, location based marketing is slowly redesigning “Location, Location, Location,” into “Tagging, Tagging, Tagging.”

Geotagging is the process of logging your gps location into a host of websites for the public to use as a type of yellow pages. For those who haven’t heard of Geotagging before there is quite a public following to them.  They are called “Lo-social” websites.  Flikr, Foursquare, Yelp, SCVNGR, Facebook, Google, Loopt  and Gowalla are a few websites that support Geotagging.  You may have heard of some of those, eh?

What’s in it for you?

From a business perspective, Geotagging makes perfect sense.  Every time people return to your business, they log in to, let’s say for the sake of conversation Foursquare.com, they tag that they were there.  Some companies reward the person who tags them the most (in foursquare they are entitled the “Mayor” of your business).  The Mayor receives discounts, services, gift cards, whatever you can dream up.  This will cause a stir between the Mayor and others who visit.  This is designed to promote more visits (or at least more tagging).  The more your business is tagged, the more competitive it gets with the Geotaggers and the greater following you will have.  This vicious circle repeats itself over and over and over again.

Some rewards are less monetary in value and more virtual, such as virtual “badges.”  These are given pretty much as bragging rights (e.g. first to tag, first to tag twenty times) that the public can have as status symbols on their profile.

SCVNGER.com puts a twist on their Geotagging philosophy.  They call themselves a game and instead of checking in, you have challenges to perform.  For instance just Geotagging your business may be worth a few points, but taking a picture with the manager, well that would be a larger number of points.  Singing the National Anthem….you get the idea.

There are a host of Lo-social sites right now. Is your business registered with them?

Flikr.com gives the option geotagging all photographs uploaded to it’s site.  Foursquare.com focuses it’s Geotagging community to a social network and provides some fantastic marketing opportunities. 

Lee Odden, in his online marketing blog www.toprankblog.com (that’s right, a blog), gives 17 tips for starting Location Based marketing campaigns.  One concept that hit me while I was reading through his article was the idea that your business may already be on those lists.  People may already be tagging your business and you don’t know it because you’ve never been exposed to the idea.

Another good read as you learn about Geotagging is Shane Snow’s article on Mashable.com.  Worth the click and five minute read. 

It would be wise to at least consider Geotagging sites as part of your social media strategy.  Their main advantage is they bring actual people into your actual business to spend some actual money.  In addition to the bottomline, customers can leave feedback of Lo-Social sites.  The feedback that you will receive from these sites can only help you understand your local public better, and in this economy gaining that feedback is not just a good idea, it is vital.

 

 

 

Social Media and the Small Business

September 13, 2011 4 comments
by Todd Hamann

I searched online this week for a few articles that spoke to the small business that doesn’t yet use social media.  The two that I decided to highlight are from www.forbes.com and www.mashable.com.  I chose them for their focus.  The forbes.com story “10 Social Media Mistakes Small Businesses Can Avoid” by Pamela Springer is a bit of a warning, but with projects I’m working on right now I want to avoid mistakes if I can.  The second article “Social Media for Small Businesses: 6 Effective Strategies” is more of a cup-half-full approach and I chose it to balance out the first.

Have a Plan

In the twenty or so articles I read this week, I found a common theme that Pamela Springer identifies as mistake number one.    Small businesses that just throw out a bunch of disorganized noise as social media without an organized plan. In effect, they are shotgunning social media and hoping that something works out as a result.  They do their best but I would imagine they don’t have the time or resources to invest in a proper social media campaign.    Creating a social media plan may be a time commitment up front, but for an organized social media campaign it is time well spent.  An organized social media campaign can streamline your image and do wonders for your bottom line.

Manage, Not Control

Social media is a matter of management, not control.  Let me repeat that for emphasis…social media is a matter of management, not control.  Once a small business tosses its hat into the social media ring, the organic nature of social media will take over.  After that, it is management.  Small businesses have control over what part of the ring to toss their hat, then the company’s online reputation will take on a life (or death) of its own.

Springer’s second avoidable mistake is to take on too much social media at once.  ” This can be a huge mistake because it’s easy to get overwhelmed very quickly,” she writes.  Know your resources and time constraints.  Social media will work if managed properly, no matter how large your business is.  I am starting to run as a way to get myself back in shape.  There is no chance I would sign up for a marathon right now because I’m still working on handling a 5k.  Similarly businesses need to pace themselves.  If you are a one man operation and don’t have time to put into it, then don’t explode onto the scene with a push on all social media fronts.  You may have a good run now, but you’ll pay for it later.  Let it come organically.  As business increases and your online presence expands then open up new avenues.

Social Media is Measurable

The third common problem small businesses jump into is not measuring their ROI of social media.  ROI in businesses (especially in small businesses) is a religion.  You don’t have the time or resources to sit on a campaign that doesn’t produce dividends.  On the flip side, you wouldn’t want your business to grow stagnate only to find out that you’ve been sitting on the golden egg an not realizing it.  Each social media outlet has it’s own reporting structure.  Make sure you can measure progress.

Get your logos and slogans out there!

Mistake #4.  Underutilizing branding opportunities.  Springer makes a great point here.  Put your logo and slogan everywhere.  She says that there are so many spaces on profiles that are not filled in that become wasted opportunities to share your message.  Mistakes #5 and #6 are similar in nature.  Make sure that you are listening and not just promoting, and make sure that you respond to negative feedback.  The medium of social media craves two way communication.  We all know those companies with the worst customer service, the worst websites, the worst payment options.  They are too big or bullheaded to care  what we as the customers think.  These are companies we avoid when we can.  Don’t be that company.  As a small business you can’t afford to. Negative feedback is worth it’s weight in gold.  It’s market research you don’t have to pay for.

Mistake #7 Not using what’s already there.  Do you know Google Places?  Do you know Yelp?  I surely didn’t before this week’s research.  There is a chance your business is listed and reviewed and you don’t even know it.  Google search yourself.  Your company may have an online presence that you don’t even know about yet.  If people are talking, you need to be listening.  These profiles can be gold if you start managing them.

Mistake #8 and #9, not putting in the time or having the passion for social media, are cousins to each other.  Social media is probably not going to be a get-rich-quick story for your business…that’s the reality of it.  It is however a fantastic avenue to interact with your customers and build your business over time.  If done right, it will work as it’s own search engine for new customers.  You must have the time and commitment to follow your plan.

Lastly, Springer notes that not all social media outlets work for all businesses.  Learn what to focus on.  Learn what not to focus on.

In a nutshell, these are Pamela Springer’s warnings to the small businesses:

  1. Have a Plan
  2. Don’t Take on Too Much Too Soon
  3. Make Success Measurable
  4. Use Social Media for Branding
  5. Listen to Customers While Promoting
  6. Address Negative Feedback
  7. Claim and Manage Existing Profiles
  8. Put in the Time
  9. Develop the Passion
  10. Know What Platform to Focus On.

Google+, Online Privacy, and a Street-Wise Public

September 5, 2011 2 comments


Two articles struck me this week.  Oh they are not new, in the social media world they are ancient history (weeks old!).  But they caught my eye and have messages worth repeating.  Eric Convey, managing editor of the Boston Business Journal, wrote an article on his blog  BBJ The Bottom Line entitled Google+ vs. Facebook, a verdict.  The article compares Google+ and Facebook and the most interesting part of the article centered on the inherant flaw in Facebook’s success.

The second article was prompted by the first.  I started to wonder exactly why people broadcast their hidden secrets and most embarrassing moments online.  Why do people seem to think their privacy is protected in social media?  The term “social media” itself implies that the people are going to see it.

First though…on to Mr. Convey’s article.

Eric Convey’s article caught my eye with a great title.  I searched for a reportable article for a good 20 minutes, sorting through all the noise out there in the ‘world wide web’.  I saw the word “verdict” in the title and clicked before a second thought.

Fortunately for me as a curious reader, Mr. Convey held to an objective comparison of what Google+ is trying to do, compared with what Facebook has already done.  He reviews what has turned Facebook into the Mocrosoft of social media.  Convey reviewed how effectively Facebook has connected people, “in a controlled environment.”

He also discussed how such a success has turned into Facebook’s largest weakness.   “If lore is correct,” wrote Convey, “numerous careers have sputtered after postings meant for friends were seen by bosses. Who doesn’t have an embarrassing photo from a college party that no doubt would have drawn howls from friends who long forgot the soiree, but scorn in certain professional circles?”

Google+ now enters the fray with it’s own take on the issue of separating information with it’s emphasis on circles.  Circles allow people to partition their online identities in a way that is more similar to real-world interactions.  People can separate their contacts into circles of interest, thus separating social, family, and work updates and notifications.

So, Google+ capitalizes on Facebook’s inherent flaw (or success, however you look at it).  The major problem Google+ has right now lies in numbers.  Facebook only has hundreds of millions of more accounts and many years of experience more than Google+.  Google+ has a lot of catching up to do.

Convey suggested, pit against each other on an even playing field, Google+ has the upper hand.  In the evolution of social media happening right in front of our eyes however there is no such thing as an equal playing field.

Now, on the blog The Modern Archivist, Elle Byrum delves into the question of privacy in social media.  Her article, “The Perils of Social Media” highlights Isaiah Lester, who won a $10.6 million wrongful death lawsuit he initiated in the death of his wife.  Two years after the lawsuit, Mr. Lester posted compromising pictures of him wearing a shirt that said “I [heart] Hot Moms.”  This started a chain reaction (trying to delete the photos obviously did not help) and now Mr. Lester stands in a position where his court victory could be reversed.

There is no privacy online.  Entire careers are made in archiving traffic online.  The fairytale of online privacy must dissolve into “streetwise” social media behavior.

I spent two years in Los Angeles, Calif. working with the less fortunate.  Most of my time was spent in the “jungle” (it’s common name) of south central Los Angeles.  At first the scenery and culture were completely foreign to this sub-urbian Oregonian.  After a few months of pounding the pavement and surviving the hazards of a low income urban environment, a sixth-sense developed.

By the time I left Calif. I could tell what streets were safe, what were dangerous, and when it was time to leave.  You see, in the evening the city shifted and some safe zones during the sunshine turned to crime centers by moonlight.

It is the same with social media.  It is a requirement that we develop an online sense of what is safe, what is not, and when that changes.  Today online scams and cyber-bullying damage so much more than stealing lunch money did in my youth.

So, this weeks emphasis is simple.  Social media is not going anywhere.  With Google+ jumping in to take on Facebook, our future is embedded in social media.  Social media is social.  It is not private media.  It wasn’t designed to be so.  It will take a new kind of “streetsmart” to understand how to manage social media.

What an exciting time to live, eh?

2160 Reading 1

April 17, 2011 Leave a comment

A Conversation About “Conversational Cheap Shots”

The first reading for JCOM 2160 is on “Nettiquette”, “Conversational Cheap Shots“, and “”On the internet, No One Knows You’er a Dog.”  I found “Conversational Cheap Shots” the most interesting.  I am a ‘peoplewatcher.’  I enjoy the sport of conversation.  My professional experience as a Hearing Officer with the state of Utah helped hone my skills and peaked my interest in the tug-of-war of intense conversation.

I understand that the purpose of these articles is focused more toward internet conversation.  In either written or spoken communication however, the advice and tactics outlined in “Conversational Cheap Shots” is genius.  It details so many conversational hooks and has become my manual for daily communication!

I work in a factory setting.  The personality types at work run the gambit.  Whether introverts, extraverts, in-your-face types, stab-you-in-the-back types, na’ive types, all personalities are accounted for.  In addition to the general personality type, there is also a veritable United Nations of ethnic backgrounds and they communicate differently as groups.

Communicating at the plant is an adventure because I do my best to communicate with each coworker the most effective way.  It takes a while sometimes to figure out the best way to talk with some of them, but usually I can figure it out.  The dividends of doing this are relationship gold.  People open up.  I hear their stories.  I know the people I work with.  I mean I truly KNOW them.  I understand their motivations and hang-ups.

I bring all of this up to demonstrate how effective this article is.  It is a ‘how to’ for dealing with people.  I recommend it to anyone.  I am using these tactics and conversational tools and it streamlines communications.  I will be in a discussion and watch someone start sliding into a ‘right by association’ argument.  It is so easy to counter when I can watch them go into it!

Knowing these tactics gains you the advantage in the conversation.  Knowing their points as they make them gives you the opportunity to consider possible responses.  Further, you can tailor your response to their personality type, background, and conversational tactic in a way that best suits you.  I enjoy making people feel good about themselves and use “Conversational Cheap Shots” to positively motivate others.

However you use the strategies in “Conversation Cheap Shots” is up to you, but know that the time it takes to read it is well spent!

April Social Media Club Meeting

April 13, 2011 Leave a comment

How quickly a month can roll by! I have made my wife and coworkers sick of social media stories since I had such a great experience at the Social Media Club of Cache Valley (SMCCV) meeting last month. The April meeting was tonight and it again was fantastic.
The meeting had a different flavor to it compared to last month. It highlighted Liz Butcher, creator and owner of Butcher’s Bunches. She creates premium jams that have been celebrated such events as the Sundance Film Festival.
Liz markets almost exclusively through Facebook. She said she took out a newspaper advertisement one time, but did not get the results that she continues to get by marketing online.
I was impressed by her story. She is riding the social media wave in a unique way. The right people found out about her and the right things happened. It went ‘organic’.
I wrote last month about my paradigm shift with social media. Social media is nothing to be controlled or managed. It is a matter of finding the right wave and jumping on. Social media is organic. It deals with millions of human users, so it comes as no surprised it demonstrates human tendencies. I come back to that word again…it’s organic.
Liz’s story motivated me to start up that gerbil in my head. You know, that little gerbil in that little wheel that starts running, spinning the wheel and cranking out ideas. Butcher’s Bunches sells jams and is thriving through social media. What is a business plan that I can hold on to? I am looking and talking and thinking. It is exciting. Social media opens up so much.
Back to the meeting. I must admit that I enjoyed the ‘how to’ format of the March meeting more, but that is my personality. It was nice to see the outcome of successful social media use and I enjoyed every minute of it. I see the benefit of that as well. I wonder if a meeting could be planned that would handle both formats? Maybe an hour of ‘how to’ and an hour of a highlighted success story.
Just an idea.