Lessons from the Classroom: Facebook Business Pages, Blogging and Twitter

It began simply enough. The goal was to be able to show my Internet-based Marketing students how the new FB Business Profile Pages, Blogging and Twitter all serve different purposes to further the brand. Oh, and while doing that work in how to develop the content for each in order to achieve that mission. And...um...how to know when to use which and when not to...and do it in less than an hour.

So, here it is:

• Facebook Business Profile = Engagement
• Blogging = Expertise
• Twitter = Value

I know. That's not quite enough info is it?

Facebook Business Profile
The facebook redesign which seemed to be the bane of my students' existence has become a golden opportunity for businesses. In today's social media landscape, a brand that wants to fully engage with their customers now has a way in which to do that -- through Facebook. How? By doing the same things I can do as a person -- connect with my friends, comment on their walls, send messages, posting photos, joining groups...and my friends can comment on my posts and engage in discussions. Many others can see and take part in these discussions hence my emphasis on engagement.

Take a look at how Magic Hat is ENGAGING with their customers on their Facebook Profile Page



When you first go to the Magic Hat FB page, you come to this tab (Did I mention above that businesses can control the "landing page"?) Lot's of great pics and videos that show an exciting and interesting brand (which is what Magic Hat is all about).





So they caught my attention above. And now on the Wall I, as a consumer can comment on their status posts along with other fans and Magic Hat can respond to me directly. (Which they've done)





Is Magic Hat fully there yet? No. But as a local Vermont-based Company they are really taking advantage of a great opportunity to provide a space where they can engage with their customers and their customers can engage with the brand.

Should Magic Hat have a FB page at all? YES. Their target market is there. Their brand image fits with the FB landscape.

How should they measure their ROI? Number of fans is one simple way, but the true test is engagement. How many people are engaging on the page? How many in discussions? On events? Just like ANY site, Magic Hat should set clear objectives that are measurable so they can determine the ROI for their use of FB.

Blogging to build Expertise

My point of view on blogging is that it is not about selling. A blog is about showing your customers and potential customers who you are and what you are about. It boils down to creating a sense of expertise. Why would I, as a customer, trust YOU? Some great examples (also from Vermont, of course) include Seventh Generation's Blog: The Inspired Protagonist. I LOVE this blog. It really highlights why I have built a trust for Seventh Generation.

Here's another by local Web Development and Marketing Firm Union Street Media. If you don't have them bookmarked and aren't grabbing this firms FREE expertise (in the form of a well written, team blog with timely, important information) you are missing a great opportunity. So, why would they give this information away for FREE? Simple. Their blog shows their expertise. As a reader you learn to trust them and when it comes time to do something with your website, or enhance your Internet marketing strategy or focus in on blogging, who are you going to remember? Yep. They got you because they have shown, more than titles and puffy language, that they know their stuff.

Building Value with Twitter
Perhaps the biggest challenge right now is to address how something like Twitter can help in a brands marketing strategy. There are many words of advice out there so I'll add to the chaos (grin) with my thoughts.


There is NO VALUE in engaging in what I call "Follow Fever". You know what that is. It's a sickness that has struck many a Tweeter -- how many people can I get to follow me and how fast can I do it? Like a race. Mass follow tools are sprouting up like so many weeds. At the end of the day if 5,000 people are following you and you mass follow them back, how has that helped to increase your brand image? How does that help you reach your target market? At the end of the day you have a bunch of useless Twits (yeah, not a typo) following you for no good reason other than they might have follow fever too.


So, STOP with the follow fever. Start by assessing your brand image and how you will use Twitter to ADD VALUE for your customers, because at the end of the day, that is what it is all about.

Why would I follow anyone? I follow the people I do for specific reasons:

1. They provide valuable information for the work I do. People including (but not limited to) @rohitbhargava, @prsarahevans, @bethharte and @dannybrown and locals @gahlord, @cresmer and @rnadworny all help me do the work I do every day.
2. They expand my business and local network. Do they share my professional interests? are they in my local geographic region?
3. Are they my students or students at Champlain College?

Who don't I follow?

1. Anyone who is a "self-proclaimed" expert/wizard/maven/guru...etc.
2. Anyone who doesn't tell me who they are.

For a business, the value of Twitter is that you can reach out to customers who are passionate (either really really happy...or really really unhappy) in a way that brings value to the relationship. ComcastCares is a great example. Customer Service via Twitter. Provides VALUE for the customer. JetBlue is another example that provides the customer service access via Twitter. Locally we have some great examples of value creation through our Print News Media from Seven Days and the Burlington Free Press who are both utilizing Twitter in interesting ways. This was clearly evident today in Vermont during the veto override of the same sex marriage bill. Historic day in VT and Twitter is how I followed the process thanks to @shaytotten.

Another great local example of a company that is adding customer value through Twitter? Magic Hat! Their recent "Twitter Taste Live" event where they had several of their brewers available along with a Beer critic Tweeting Live responses to customers questions as they all sampled beers from the Spring Fever Pack. Um WOW! Great way to provide extra special value. Not only do I get my beer, but I get to Tweet about it with other people and learn great information.

How do you measure the ROI on something like that? How many people participated? Was there a spike in sales prior to the event? How many people blogged about it? What kind of "buzz" (yeah, I had too) did it create?

So there you have it. Why I think FB is for customer engagement, Blogging is for building expertise and Twitter is for creating customer value.

One final point that I made to my students was that if your brand is using any combination of these then they should all be linked to each other.

Social Media Stats for the Presidential Candidates

Over at the Personal Democracy Forum techPresident you can find some great stats on the use of social media by the presidential candidates.

You can get a look at stats on:

• MySpace -- Total Friends Count
• Facebook -- Total Supporters Count
• YouTube -- Total Views Per Day Count (nice!)
• Technorati -- Total blog mentions per candidate name per day
• Eventful -- Total number of "demands"
• Meetup -- Total meet up members
• Hitwise -- Traffic to each candidate website

From the looks of these stats, the big winners are Obama and Paul. Since Ron Paul is next on my list for analysis, it will be interesting to see what is happening there. Many are talking/blogging about Paul's use of the web -- and how might that translate into votes.

Actually, that's the big question for everyone isn't it? At the end of the day, total friends, supporters, views per day, blog mentions, demands, site visits or total members won't matter if the people involved don't VOTE.

Several reporters have asked me how effective all of this. If I was working for a campaign I'd say VERY! But, I'm not. The reality is ... who knows? This hasn't really been done before (remember, Ho-Ho? he opened up the web to the political world, but at the time he had a website, and blog and was using this new thing called "meetup" to generate buzz...the tools the candidates are using now weren't around when he was running) so how do you measure effectiveness? You can't. Not right now. After the primaries we will know a lot more.

More in the news

Well the news keeps on a roll'n! Yesterday, September 6th, yours truly was LIVE on Vermont Public Radio's noon Vermont Edition with Jane Lindholm. The topic? Social Networking of course! Jane and the production team at Vermont Edition interviewed Marketing major Dan Bergeron (of the Seven Days story) on campus the evening before and kicked off the show with him talking about how students are using Facebook to communicate and stay connected.

Then it was my turn! It's been a long time since I've been in the studio -- and this was a lot of fun! Jane did a great job and I enjoyed the conversation. The other guest speaker was the Director of Student Life from Lyndon State College, Jonathan Davis.

Listen to it HERE.

By the way...if you are around checking out the South End Art Hop this Sunday I'll be on a panel of local experts at the Digital Tools for Artists discussion sponsored by Last Monday [interactive]. We'll be over at the held at the Vermont Community Access Media studios at 208 Flynn Avenue from 1 - 3. The goal is to provide artists with information about how to use digital media tools in different ways...and I'll be addressing MARKETING and Online Visibilty and Social Networking. Hope to see you there!

Facebook and College Students

Wow! I'm on a roll! That's what happens when you turn in your dissertation for edits, you are all prepped for class, and it's Labor Day Weekend!

On Wednesday (Aug. 29th) Seven Days (my FAVORITE Weekly!) ran an article about Facebook and College Students and how they are using it to as an outreach tool to incoming frosh. The article highlighted Middlebury (it's ok, they are a good school too!) but also quoted yours truly AND Marketing Major extraordinaire, Dan Bergeron.

Nice article Cathy!

Cathy has since started a Vermont Media Group in Facebook. I wonder if she would like to be a guest speaker in one of my classes...perhaps even in on of my class Facebook Groups...hmmm...could be VERY interesting!

Zoho Office on Facebook

I just "Dugg" a blog post from Zoli Erdos an entreprenuer and startup advisor out of California about a new application for Facebook that allows for word processing, spreadsheets and presentation documents to be created online and shared with your friends in facebook. read more digg story

I added the application just a little while ago and selected a few folks to invite to it. It looks very interesting and is yet another way to utilize these Facebook Aps outside of the "social" norms of who is hot and what is not.

My summer experiment with Facebook as a courseroom support system for several independent studies seems to be going well. The addition of this application moves the possibilities even further! Students can collaborate online with word processing documents, spreadsheets and presentations. I'm going to have to teach them how. We are going to have to learn the best ways to use these applications and the most appropriate times to work with them -- but it looks like I have my work cut out for me this coming fall! I might use this for one class and see how it goes.

Making Connections

Today I've been experimenting more with Facebook Applications and Digg. My big discovery today is how I can interconnect different parts of my social network -- and it actually works!

So I've Dugg some stories and then from Digg, posted them directly to my Blog (see the stories below), which I can then post on Facebook. Oh...and I read an article at another Blog site which allowed me to "Twit" it...so a link was posted on my Twitter!

Lov'n the social connected world!

Wow!

Online Marketing Bootcamp

Keeping up with it...that's one of the biggest challenges a full-time professor who teaches internet marketing has. The changes that keep on coming since I originally developed and taught my first section of Internet-based Marketing here at Champlain are astounding!

I began teaching the course in the Spring of 2001. Since that time, the course has evolved and the tools have changed dramatically and we'll be changing the course again this summer in order to accomodate the right blend of tools AND theory.

All this is a world where social media (check out the consortium!) is now the big buzzword (it didn't exist last year!) and "experts" in the field are figuring it out on the fly as it develops! It's fascinating to read other blogs (such as Influential Interactive Marketing and BizNology and Occams Razor to name a few) about the field of interactive marketing and how the professionals are spinning what is happening and how to take advantage of these new opportunities.

What is interesting to me is that many of these professionals are not talking about the challenge of EDUCATION. How do I, as someone who is responsible for educating future marketing and e-business professionals ensure that I am truly preparing these students for what is to come? They are the ones who are living the social media as "fun" and who I find are often surprised that they could be hired because they know how to "friend" people in MySpace, and send event invitations in Facebook! They are also the same students who were STUNNED by SecondLife and even had negative reactions to the whole thing. So where does that leave us?

Here at Champlain we've got not only an Internet-based Marketing course that students are required to take, but we also have instituted a series of one credit courses in Internet Tactics that the students take in their senior year -- it's the only way to ensure they have the cutting edge tools that they will need in the workplace. The Internet Marketing class is for sophomores and juniors -- by the time they graduate there is already a host of new tools and tactics that weren't there before! Frankly, we aren't teaching Shakespeare and history here -- it's changing so fast that there aren't textbooks that really get at this (for more on that, see my other blog!).

So this summer Google and Champlain and Epik One are teaming together to offer an online marketing bootcamp. Yours truly will be in the classroom learning so she can pass on what she has learned in the fall to her students. And of course I read every blog I can and follow as much as I can.

However, the key is not just to know the tactic, but more importantly, is this something to focus on? Does it have staying power? And...will it help you to better reach your audience? That's the tough part, and where I need to be better than any of the experts -- because I have to take what they are doing and bring that into my classroom and help my students to know not just the tactic but how to apply it -- and when not too!

More from Online Marketing Bootcamp and classroom application next week....