Posts Tagged ‘Social Media’

AMA Ferris State Regional Conference: The Future of Social ROI

Friday, October 26th, 2012

Earlier this month, I had the opportunity to present at the 2012 AMA Ferris State Regional Conference, which brings together college students from various universities across the Midwest. Stemming from the interactive content and emerging media theme of the conference, I elected to take an analytical and predictive approach to social media.

Today, social in the complex environment of marketing communications has become an accepted and arguably mandatory means of engaging consumers and extracting consumer data. Even with the presence of Facebook, Twitter, Pinterest, Instagram, LinkedIn and Tumblr, social is still projected to grow by 19.5 percent in the next five years (Duke University 2012).

With this social expansion, the challenge for marketers to provide a means of quantifying this mass amount of data becomes ever more crucial when making business decisions. Marketing professionals of the future will need to extract valuable insights from this data to drive brand strategy and to provide measureable results, thus defining social ROI.

Although there are many fantastic cases of brands pushing the envelope of social ROI, digital marketers have yet to bridge the gap from online discussion to offline results. However, in leveraging realistic applications of social analysis such as consumer voice (e.g. Klout), technological resources, customer point of sale (POS) data, and open application programming interface (API) content as ChevroletIBM, and Target have employed, marketers can begin to fine tune social ROI practices to reach future business objectives.

Digital #MSLIdeas Onsite @ChicagoIdeas with Laura Chavoen

Monday, October 22nd, 2012

Our SVP, Director of Digital Strategy, Laura Chavoen, shares her digital takeaways from CIW and challenges the PR industry to go beyond their standard business goals by asking, “what is the customer who chooses to engage with this brand, product or service looking to solve?”

Stay tuned into our #MSLIdeas Onsite @ChicagoIdeas video series for more from the CIW Talks about key takeaways, PR implications and inspiring change.

About Chicago Ideas Week

Chicago Ideas Week (CIW) brings together some of the world’s top innovators and thinkers for one week every year to share their ideas and engage with the vibrant Chicago community. In 2012, MSL Chicago teamed up with CIW as a program sponsor and its communications and engagement agency partner.

Do You Have Klout? How Chevrolet Engaged New Online Influencers

Tuesday, June 26th, 2012

Brands have been trying to reach the influencers for years.  It is no secret that when someone has an experience with a brand, whether or not it is positive or negative, they often share their experiences, opinions and recommendations with their online and offline networks. Considering that 90 percent of consumers trust peer recommendations while 33 percent trust ads, the tonality of these conversations affect brand consideration, loyalty and sales now more than ever. As a result, we’re finding that more and more companies are concerned about engaging influencers rather than dedicating resources to traditional media outreach and advertising campaigns. When 6.2 percent of social media participants produce 80 percent of influencer impressions, how can brand managers strategically reach those who are most influential among their target audience?

The MSL Chicago team decided to use a new approach to reach target consumers when Chevrolet launched its new small car, the Sonic. We leveraged Klout, a company that measures an individual’s influence online, to provide millennial social media influencers the unique chance to get behind the wheel of the Chevy Sonic during three-day loans.

The program not only generated significant online buzz and thousands of pieces of content and millions of online impressions, it increased awareness, created authentic conversations, provided opportunities to engage with untapped influencers, developed new brand advocates and increased opinion, consideration and purchase intention during the five-week program. The campaign earned the team a PRSA Bronze Anvil in addition to other prestigious industry awards. Take a look at this video case study for more results from this ground-breaking program.

When engaging new influencers, a strategic approach, specialized counsel, real-time engagement and behind-the-scenes management, monitoring and follow-up is essential. You may find that when done right, influencer engagement will benefit your brand well into the future.

Successful Infographics: The Balance of Data and Design

Tuesday, May 22nd, 2012

Information graphics, more commonly known as infographics, have been around since cavemen decided to paint on their walls. Since then, the art of relaying information in a visually appealing way has taken many forms including maps, bar charts and pictographs and have been utilized by all forms of media channels. This map of London’s underground rail system is just one example of how we use infographics in everyday life.

Now with the availability of Adobe and other creative design software, web-based infographics are a viable communications tool for companies wishing to convey information to key target audiences. Companies successfully using infographics as a communications tool, like REI, have found the balance between data and design.

As someone who studied design alongside public relations in college, I’ve compiled three key takeaways for companies researching the use of infographics in their communications plans:

1. Have Something (Worthwhile) to Say

The data and research behind infographics is what drives its ultimate success. Viewers don’t want to read about statistics that are years old and irrelevant. The more recent, fresh and timely the statistics, the better.

Remember to reference where the research originated.

2. Make it Visual

The font, color palette and graphics bring the above statistics to life. An easy-to-follow format is a must; for example, GOOD’s “The Recycle Chronicles” infographic shown below includes headlines, subheadlines, text and graphics that allow viewers to follow the data from the beginning of the graphic all the way to the end without clutter or confusion. A good creative team will be able to build a visual, but a great team will be able to tell a story with the information they’ve been handed.

3. Pass it On

Once the final infographic is approved internally, post it to the company website – and all company social media channels. Allow viewers to repost on Pinterest, Tumblr and blogs. Depending on the content, account teams may want to pitch to target media outlets.

Lastly, encourage the involved teams to enter the infographic for design awards and recognition. The more buzz created around a quality end-product, the more attention the brand/company should receive.

Need inspiration to get started? News sites Mashable and GOOD have feeds specifically dedicated to their teams’ infographics. Happy ‘graphing!

Managing Crisis and Issues in a Digital Age: PRSA Chicago Luncheon Recap

Thursday, April 19th, 2012

On April 17, Jack Yeo, senior vice president of crisis and issues management at MSL Chicago, spoke on a panel for the monthly PRSA luncheon. The topic was “Managing Crisis and Issues in a Digital Age.”

He spoke about a number of current issues in the news today and how PR professionals must be evangelists for crisis preparedness in any organization. Below is a video with some highlights from his panel discussion.

Facebook Access: The Private Side to our Public Persona

Wednesday, April 11th, 2012

Last month, the Associated Press created a bit of mayhem when it reported a recent surge in employers seeking access to employees’ Facebook profiles. The story was broadcast on countless news outlets and posted all over social media sites.

In one case, the Maryland Department of Public Safety and Correctional Services asked job applicants to submit their social network username and password in order to conduct a background check. The American Civil Liberties Union complained about this incident, so now the Department only requests that applicants log in “voluntarily” during the interview.

This issue has stirred so much controversy that it prompted a few congressmen to craft an amendment that would ban companies from asking current or potential employees for social media passwords. U.S. Senator Richard Blumenthal insisted that this practice is an unreasonable invasion of privacy; however, the amendment was ultimately defeated on March 28.

Facebook officials immediately responded to the news by saying that this type of action is an invasion of privacy and threatened to take legal action against companies that ask for an applicant’s or employee’s password. “We’ve made it a violation of Facebook’s Statement of Rights and Responsibilities to share or solicit a Facebook password,” stated Erin Egan, Facebook’s chief privacy officer.

How would you respond if your current or future employer asked for your Facebook password? Would you hand over your login information, or would you turn down the position to keep your privacy?

Personally, I feel that asking for my username and password would be a violation of privacy. I wouldn’t mind logging in and allowing a perspective employer to view my profile, however, I would be uncomfortable sharing my login information. Many social network users, as do I, believe that there is a private side to our public persona, and we are entitled to adjust the privacy settings however we desire. Users should have the choice as to whether or not their employers, among others, have access to their content.

Asking for, as opposed to demanding, social media passwords can still create a sticky situation. What happens if an employer asks but the applicant or employee refuses to give out the information? In the case of Kimberly Hester, she was fired. After rumors of having posted a humorous picture, a school administrator asked the teacher’s aid for her password and she refused. The school decided to suspend and eventually fire her for the refusal.

Since social media acts as an extension of our identity, it has always been important for us to use discretion when posting statuses, comment and photos. Now that some employers are requesting access to our virtual identity, we must closely monitor our profiles and potentially be ready to hand over login information at any given time.

Instagram? More Like Insta-Cash

Monday, April 9th, 2012

Just recently moving out of Twitter’s former digs and into its own space in San Francisco’s South Park district, many thought photo-sharing and filter app Instagram would be taking their freshly minted million user addition, courtesy of their new Android app, and plunge neck-deep into another influx of venture capital.

Instead, Facebook, potential IPO cash burning a hole in its pocket, decided to double-up the previous valuation, acquiring Instagram for about $1 billion in cash and stock. The announcement took place (where else?) on the Facebook feed of CEO Mark Zuckerberg earlier this afternoon.

The feed, which has more than 12 million Facebook subscribers, focused on assuring the masses the Instagram brand would remain independent of the social networking juggernaut, keeping the app’s cross-platform functionality intact.

Facebook has made several acquisitions since 2005, though the majority of its M&A history has been with smaller companies – below $100 million.

The Instagram community, along with half-sibling Hipstamatic and distant-cousins Pinterest and Tumblr, have seen their influence rise with content marketers as brands move at a snail’s pace towards visual-heavy mediums for consumer engagement purposes.

Even prior to the Facebook acquisition, the magical twin-terms of “monetization” and “ROI” surrounded Instagram, adding fuel to the fire between social marketers specializing in the content creation/user engagement and the data-focused offspring of paid display advertising.

Perhaps it begs the question, but can any community balance the central dogmas of these two camps? While the transaction is expected to close later this quarter, app developers, community managers and brand marketers will be monitoring for changes in Instagram’s performance closely. Between the Instagram team staying on to continue app development and a working, if rather plain, integration into Facebook’s open-graph and Timeline updates, will be subject to increased scrutiny – mostly based on consumer feedback.

The Week Ahead at SXSWi

Thursday, March 8th, 2012

So much of what keeps PR as a discipline relevant in the competitive landscape is Innovation. As an industry, PR strives to be innovative in every way, with new events, new ways to reach influencers and new types of content — that, at its core, is what SXSW is about.

I’m not a newbie to the SXSW Interactive Conference in Austin and it feels very different but no less inspiring and exciting than it was six years ago.  Today, I feel like there is a lot more business-minded content as opposed to “tech topics,” and I don’t think that is a bad thing. For a long time, the conference catered mainly to technology and creative folks and venture capitalists would drive through, trendspotting. Now, the (bigger) conference gives business people a deeper understanding of the creative executions, and it gives the techs and the creative attendees the opportunity to see the connection between their innovations and business. It is bigger, but now it is richer in content, more 3-dimensional, and tangible.

Since much of the conference content is picked through the SXSW Panel Picker, the attendees are more selective against panels that are strictly “marketing.” And I think it shows — the panel content is really fascinating. Last year, at the panel with Weiden and Kennedy discussing the Old Spice campaign, it was fascinating how they took tweets and turned them into video responses — I was amazed to hear that they got video responses online within 24 hours — it changed everyone’s perspective on speed responsiveness and video — especially for a ‘brand’. It was just another example of content that was business-focused and gave me something tangible to think about.

Because SXSW is all about innovation, you get a sneak peak at what’s coming in technology trends. For example, tablets were huge three years ago right before the iPad came out. Many panelists and speakers were using tablets, and attendees see that. As a result, these people started creating tablet applications and tools and thinking of different usages for the technology. So being able to get a sneak peak at what the other speakers and attendees are doing can give you insights on what to do to stay on the competitive edge.

There are a number of trends I’m looking forward to learning more about and gauging at the conference, from a professional and a personal perspective:

Transmedia: How do you link the customer experience across multiple screens? How do you support how people interact with content displayed on different screens? For example, Google TV is interesting but it’s doing really poorly in the market, so I’m curious to see how people are tackling that.

Privacy: The rise of Pinterest, followed by questions around privacy issues around Instagram to Google to the music industry — privacy is a part of all of those things. Privacy is a thread through all of those, we have not seen privacy driving any of those business decisions, but if all industries pulled together, they could reshape all of media.

Data as a Narrative: I’m curious to hear more stories about how consumption metrics become a narrative. How does the actual data become a narrative for the same people that are using the content in the first place?

Gaming: I’m really into game concept and game theory. The article in the New York Times highlighting Self Magazine’s new game, underscores how games are being rooted in everything we do.

Tech Trends: I’m always interested in hearing what attendees are doing with HTML, CSS 5, and even 3D printing.

Bruce Sterling: As the godfather of science fiction and the keynote speaker at the conference, I’m really looking forward to hearing his session — he has a fascinating take on distilling what is fantasy from reality.

At SXSW, you never know what is going to inspire you. Even if it is a tech innovation, inspiration is inspiration. The challenge for attendees is to take what they see and make it relevant for our world.

Connecting with Voters: Social Media in an Election Year

Tuesday, January 31st, 2012

Four years ago, social media conversations had an unprecedented impact on the presidential race. The GOP certainly took notice and even posted an op-ed in PR Week regarding the opportunities to engage voters online. Now that another presidential election year is upon us, candidates are using social media in new ways to try to break through to voters, share their platforms on key issues and gain an advantage. It’s been fascinating to watch— on both sides of the aisle.

Using Facebook to Reach Fans: Facebook plays a key role in every candidate’s strategy to reach voters. iContact recently published a study of the GOP candidates’ use of social media. The study found that Mitt Romney had the highest number of Facebook fans but experienced the lowest percentage of Facebook fan engagement. On the other hand, Rick Santorum had one of the lowest numbers of Facebook fans among the GOP candidates but actually had the highest engagement level with his fans.

Joining in the Debate Online: Does it feel like there has been about a thousand Republican debates held already? (Technically, there have been 24.) In addition to following the debates on TV, voters can follow the debates online through following hashtags like #CNNDebate. During Florida’s GOP debate last week, #CNNDebate was a trending topic throughout the evening, ranking as high as #1 in the US and worldwide during the broadcast.

Integrating Online and Offline Channels to Reach Voters: It might be hard to believe, but not every voter in America is an active user of Facebook and Twitter. In realizing this, candidates like Newt Gingrich are using platforms like Facebook to recruit volunteers to make phone calls and join in grassroots efforts to engage undecided voters.

Town Halls via Google+, Facebook, and YouTube: Yesterday, President Obama held a video chat session via Google+ to answer questions raised from his State of the Union (SOTU) address last week. The Google+ hangout was another town hall style event taken online, similar to the President’s Facebook and YouTube town halls in early 2011. Most of the session focused on the economy and on job creation. More than a quarter of a million people submitted questions to the president via YouTube for the event, and after the event, the YouTube page had 6,123 “likes”. 

Twitter Chats: The day after the State of the Union address, Vice President Joe Biden held a Twitter chat to talk to individuals about the messages during the SOTU. Participants used the hashtag #WHChat and asked questions ranging from job creation, taxes, energy, and spending cuts. Some of the Tweets included:

“What happened to #health care reform? How will WH work to engage states in understanding need for improved primary care access? #WHChat”

“#WHChat #SOTU question: I didn’t hear much about spending cuts or the deficit: is there a plan to cut and balance the budget?”

This year, we’ll be watching how the candidates and the President will be using social media in new ways to reach voters and amplify their messages. Thanks to these online tools and channels, voters have more ways to connect with candidates and elected officials to pose their questions, better understand key economic, social and foreign policy issues, and become familiar with who they will be voting for public office. Clearly, these channels give voters more opportunities to be informed about their vote, and ultimately, give the candidates and elected officials more opportunities to listen to their constituents.

PRSA International Conference Recap: Discussing Audience Fragmentation

Wednesday, November 16th, 2011

Last month, Laura Chavoen, our senior vice president of digital strategy, spoke at the 2011 PRSA International Conference in Orlando. Her topic was “A Tailored Approach to Audience Fragmentation.”

In her session, Laura discussed how social media is causing many marketing companies to adopt a PR planning model to ensure that programs and campaigns are tailored to the right target audience. She also shared her thoughts on using new tools that public relations practitioners can use for monitoring and pinpointing audiences. Below is a video of a segment of her presentation.

Thanks to the PRSA for inviting MSL Chicago to particpate in the 2011 International Conference!