What will Timeline format mean for businesses using Facebook?

Facebook announced last week that it would be switching Pages – its online offering for businesses, organizations – to the same Timeline format it began rolling out for its personal users months ago. No longer will visitors to a business’ Facebook page be greeted by a landing tab to entice consumers to “Like” them. Now the previous conversations on the business’ timeline – which are more easily accessible under the new format – will have to attract new subscribers.

The idea makes some sense. Since Social Media emphasizes two-way conversation (as opposed to the one-way shouting of an advertisement), wouldn’t you want your conversations to be the focus of your Facebook page? But what will this impact mean in reality for for businesses and organizations using Facebook?

What new opportunities does this change provide? What challenges does it provide?

We discussed this topic – at least in a healthcare context – last night on the weekly Health Communication and Social Media Tweetchat that I participate in most Sunday nights on Twitter. One participant noted that the Timeline format, and the ease it provides in accessing older content, allows businesses to engage their audience using older content. Another participant noted that the new format allows page viewers to send a private message to the administrator of that Facebook page, even if said viewers don’t “like” that page.

I’m a little skeptical of the latter point. A private message on Facebook is essentially the same as an e-mail (or a direct message on Twitter), so I have a hard time considering that “engagement” in the Social Media sense. But making it easier for current and potential future customers to contact you via Facebook could build more trust. You need to make sure, however, that the administrators can truly speak on behalf of your company. Ideally, they will be actual employees of your business. But since that may not be economically feasible in this day and age, a really good agency with outstanding knowledge of Social Media, consumer engagement and your brand could do this too.

What do you think of this change? Do you see Facebook going to the Timeline format as a positive for businesses and organizations? A negative?

Forget Big Government: How big retailers can learn intimate details about your life

Can you imagine being a teenage girl in high school who gets pregnant and having your father learn that fact from seeing coupons for baby goods in his mailbox one day? Thanks to the power of today’s marketing technology, that recently happened to a Minneapolis high schooler who shopped at Target.

The New York Times had a piece last week on what big box retail giant Target – and presumably other, similar merchants with the means – are doing to learn more about their customers. Using data on their demographics and purchase history – tracked using credit card numbers or e-mail addresses, they make educated guesses on what people are looking to buy and their marketing team can target them accordingly.

This concept of one-to-one marketing is nothing new – Amazon.com has thrived on it for years. But what made the New York Times story so interesting, as this analysis on Forbes.com notes, is how it can lead to you being targeted so specifically that details about your personal life get out to people you don’t necessarily want to know them, at least not that way.

As Forbes‘ Kashmir Hill and the Times’ Charles Duhigg describe, Target used a mathematical formula based on products purchased and even the colors of those products to calculate a “pregnancy prediction score” – a number indicating the likelihood that you’re expecting. Target’s statisticians have even developed a means of guessing how close you are to your due date. And this data can be remarkably accurate.

Duhigg reports that Target sent coupons for baby clothes and cribs to the aforementioned Minnesota teen based on her “pregnancy prediction score.” When her father saw these coupons, he angrily went to the local Target and demanded to speak to a manager, who apologized. But said father was the one apologizing a few days later when he found out that his daughter was indeed pregnant.

I don’t intent this to be a rant against one-to-one marketing. Businesses are out to make money and the more finely you can tune your marketing to the needs and desires of specific customers, the more likely you are to get sales.

But it does illustrate the power of the data merchants like Target have at their disposal. And it also illustrates the need to be careful with what information you give out.

Have any of you had an experience where a merchant started targeting you with offers based on information you didn’t want out in the public domain?

Don’t like devoting Social Media resources to Google+? You may have no choice

I’m not a big fan of Google+, the web search engine giant’s new Social Media tool. It tries to be an all-encompassing Social Media utility like Facebook while not offering anything unique that I find useful. And the numbers show that I’m not the only one who is reluctant to warm up to Google+: while a BrightEdge Survey in December found that while 61% of the top 100 brands in the United States had Google+ pages, none of those pages have more than the 65,000 fans  of Google’s page. Contrast that with Facebook, where dozens of top brands have more than 1 million fans. Ford has 5 million fans on Facebook compared to only about 27,000 on Google +.

But businesses may have no choice to devote marketing resources to this still fledgling platform. And there are two key reasons why:

1. SEO and Google’s incorporation of Google+ results into its search results

Superior page rank in web search results is critical for businesses today. Consumers increasingly are turning to the web to obtain information, and the higher you are in search results, the better the chances of consumers finding you.

Google is using this fact to its advantage by, according to Huffington Post, incorporating Google+ pages into its search results. Its search algorithm will now recommend Google+ pages for you to look at based on your search and web browsing history.

This makes good business sense for Google – by making its social media platform appear more prominently in its own search results, it can drive people to Google+ pages. Even if they don’t adopt the tool themselves (and some will adopt it upon seeing the pages), they’re still going to view the pages. And the consequence for businesses is that they then have to use Google+ – and use it thoroughly – to maximize their SEO.

2. Google’s powerful brand

When we think of web search engines, we think of Google. It is the most popular web search engine; I personally rarely use any others. But the Google brand portfolio now includes email, document storage and writing, a financial information product, a now-defunct health product and, of course, the Google+ Social Media product.

Given the size and influence of the Google brand, it stands to reason that more consumers will look to Google+ as a source of information and that adoption will continue to increase even if Google does nothing to improve the product.

In a perfect world, Google would do more to improve Google+ and use a better product to drive more adoption by businesses and consumers. But for the reasons above, consumers will flock there regardless of the quality of the product. While businesses may not want to devote increasingly scarce resources to a Social Media tool they consider to be inferior to others, reality says they may not have a choice.

Editor’s Note: This piece was originally published on Lauren Proctor Internet Marketing, a blog on web marketing strategy. Please visit this blog to see this post in its original form.

Pinterest should be of interest to merchants in 2012

I finally tried out Pinterest this week. It is the first new Social Media tool I have tried since my underwhelming experience with Google+ this past summer. But I liked what I saw with Pinterest. It has its shortcomings and its limits, but I can see why it is growing so fast. Most importantly, however, I can see some very good applications for it with merchants.

Launched in March 2010, Pinterest allows users to post pictures, videos or discussions of things of interest to them and categorize them on to boards. People can follow other users and like ones “pins,” as is the case on Facebook. But it is not an all-encompassing tool like the aforementioned Social Media giant. I would say that Pinterest is most similar to Tumblr, though the presentation is much different. And this presentation should make Pinterest of particular interest to merchants.

Users can post pictures of themselves wearing particular brands of clothes, shoes or accessories. Those following them or searching on Pinterest can see those pictures and get an actual image of how those items will look when actually being used, as opposed to simply sitting on a rack at the store or on a shelf in a warehouse. By the same extension, merchants can post pictures of a few of their items (the site’s etiquette discourages using it purely for self-promotion) likely to stimulate excitement and, using Pinterest’s linking feature (you can add a URL after initially pinning something), redirect users to their website, where they can learn more and place orders.

Land’s End went one step further in November 2011 by launching a “Pin It To Win It” contest for the Holiday Shopping Season. It encouraged users to create pinboards with Land’s End Canvas products, with the winners getting a $250 gift card. In addition to engaging its customers, the contest served to drive people to the company’s website. And this tool worked far better for this kind of promotion than Facebook or Twitter.

I like Pinterest because it has a unique purpose and serves that purpose well. My main reason for disliking Google+ is because it tries to compete with Facebook while not offering anything extra that I find useful. Pinterest fills a void in the Social Media landscape. No wonder it gets over 1 billion monthly pageviews. No wonder Land’s End Canvas called Pinterest “the social media platform to watch in 2012.” Hopefully other merchants will see these same opportunities this year.

What do you think of Pinterest?

 

 

FDA pharma social media ‘guidelines’ leave pharma wanting

While most of us (myself included) were preoccupied with our holiday celebrations, the FDA quietly released a Social Media guidance.

Sort of, anyway.

Ad Age‘s Rich Thomaselli reported last Friday that the FDA announced new Social Media marketing guidelines for pharmaceutical companies. But the document, titled “Guidance for Industry Responding to Unsolicited Requests for Off-Label Information About Prescription Drugs and Medical Devices,” only covers the discussion of off-label information.

For that reason alone, it falls far short of what the pharmaceutical industry not only was looking for, but needs.

“What everybody was expecting was actual guidelines around social media,” Jim Dayton, senior director of emerging media for Overland Park, Kan.-based InTouch Solutions, a pharma-centric digital-marketing agency, told Ad Age.

“I still think it’s monumental,” he added. “The FDA finally addressed the digital channel in a specific way by mentioning Twitter and YouTube in the document, and those have never been mentioned before. But this is an industry that wants specific instructions and rules, and that didn’t happen here.”

The document provides pharma companies with instructions for responding to consumers who use Social Media to ask about potential off-label uses for prescription drugs. A thorough, complete Social Media guidance – the kind the FDA held a public hearing more than two years ago to develop – would have been far more encompassing. Perhaps it’s no wonder then that the FDA released these guidelines during the Holidays (when they’re less likely to get noticed) and did so without even a press release.

“We understand the level of interest and wanted to get out what we had available to provide guidance,” FDA spokeswoman Karen Mahoney told Ad Age. She also added that this was just “the first of multiple planned guidances that respond to testimony and comments from the Part 15 public hearing that FDA held in November 2009.”

But when will those guidances come? And why does it have to be done piecemeal? This is all the FDA could get done in 2+ years?

 

What is to come in 2012?

It’s hard to believe, but another year is almost over. Christmas is only a few days a way, and a week after that, we’ll flip the calendar to 2012.

What will happen in the year to come in communication? In healthcare? In public relations? What new technology (or technologies) will emerge? Which existing technologies will be relegated to the dustbin of history, like coin-operated pay phones? What great advances will happen in healthcare and healthcare delivery? Which organization will build a strong foundation for years to come with strong, carefully planned and executed public relations efforts? Which organizations will be tarnished by bungling their public relations, particularly in a crisis situation?

We can ask those questions at this time every year. But here are some unique ones to think about as 2011 comes to a close:

1. Will Google+ seriously challenge Facebook? I was not impressed with it when I first got on, and I still use it only rarely. But it does appear to slowly be catching on. Will it become real competition for Facebook in 2012?

2. Will organizations reevaluate and improve their crisis communication plans? We saw the tattoo scandal at Ohio State and the horrible sexual molestation scandal at Penn State – they were just two examples this year of poor crisis PR. It’s an area to which many organizations do not devote sufficient resources or planning, and they can and have paid a huge price for that. Hopefully this year’s prominent crisis PR disasters taught them a lesson.

3. Will more pharmaceutical companies get serious about social media, even with no FDA guidance on the horizon? One of my favorite reads in the area of pharmaceutical marketing – Rich Meyer’s World of DTC Marketing blog – praised Sanofi’s “Why Insulin?” Social Media campaign as an example of how pharma companies can creatively and effectively use Social Media while not running afoul of the FDA. With no specific FDA guidance likely to come anytime soon, pharma companies can and should learn from Sanofi’s example. Will they? The cutbacks to marketing that many pharma companies made this year won’t help any.

4. Which Presidential candidate will do the best job crafting and selling his/her story? Next year will be a presidential election year (the Iowa Caucus is on Jan. 3!). Which candidate will put forth the best story? Which candidate will be the most effective at selling that story? And how much of an impact will the stories told by PACs and outside groups – who were greatly enabled by last year’s Citizens United ruling by the Supreme Court – have on the election? While I do find the partisan bickering in Washington to be tiresome, I do find campaigns themselves to be fascinating, and the upcoming election will definitely be fascinating, no matter which side you want to win.

That’s all for me in 2011. It’s been an interesting year for me in many ways – finishing my masters degree, helping build a start-up pharmaceutical company into a tangible product that could attract a merger with a major pharmaceutical company and now looking for the next opportunity.  I leave you with what, in my opinion, is an underrated holiday song from an underrated movie. Happy Holidays, and all the best for 2012.

This year’s communication turkeys

Turkey is the food commonly associated with Thanksgiving. It’s also sometimes used colloquially to describe foolishness or ineptitude. And with that holiday (my favorite one of the year!) coming tomorrow, it’s an appropriate time to look at this year’s biggest turkeys in communication and public relations:

Penn State University: I don’t think there is any doubt that they are this year’s biggest turkey, the way British Petroleum was last year for its handling of the Deepwater Horizon accident. The alleged crimes committed by former Penn State Assistant Football Coach Jerry Sandusky are abominable, horrible and sickening. But university officials, including the school’s iconic football Head Coach, Joe Paterno, made this situation far worse by creating the perception that they cared more about winning games and preserving the Penn State brand than doing right by the alleged victims. If you believe the grand jury report in the case, these crimes were taking place as far back as 1998, and Sandusky was caught in the act by a graduate assistant in 2002, yet no one from the school went to the police, Sandusky was allowed to remain associated with the program and the victims – innocent children – continued to be cast aside until the indictment was finally handed down this month and it had to go public. And even then Paterno and others at the school only admitted to the vaguest responsibility. Then you have Paterno’s press release that said the school’s Boards of Trustees “shouldn’t waste one more minute discussing him,” the protests on campus that followed Paterno’s firing and everything else.

Herman Cain: I discussed this in a previous post. But his poor handling of the sexual harassment accusations against him, particularly how he changed his story multiple times, violated multiple cardinal rules of crisis communication practice. His campaign, which at one point had vaulted him into the lead in the polls in the Republican Primary race for President, was starting to slide before the allegations. But these allegations and his poor handling of them may have finished him off. Politicians have survived much worse than sexual harassment charges, so if Mr. Cain had simply handled the crisis properly, this would have been far less of a mess.

 

Rep. Anthony Weiner (D-NY): Former Rep. Weiner’s story is sadly similar to Cain’s. The Congressman from New York City was caught texting pictures of his…um…male anatomy to a woman who wasn’t his wife. Rather than just admit the misdeed completely immediately and apologize (again, politicians have survived far worse), Weiner at first denied the story, then only grudgingly admitted to facts as they were reported by others. He lost control of the story and came across as a liar in addition to a fiend. He was eventually pressured into resigning, ending what could have been a promising political career (he had been speculated as a possible candidate for Mayor of New York City).

Jim Tressel: In the span of a few months, Jim Tressel went from one of the greatest football coaches in Ohio State history and someone on the fast track to the College Football Hall of Fame to resigning in disgrace. And all because he knew of NCAA violations in his program and didn’t tell the truth to his superiors and NCAA investigators. It wasn’t until Sports Illustrated came out with a report detailing a slew of NCAA violations that Tressel finally came clean, and by then it was too late. Now the program that won seven Big Ten titles, nine of 10 meetings with archrival Michigan, four BCS bowls and a national championship under his watch is disgraced, and so is Tressel. Like so many college coaches, he preached doing things the right way but sacrificed that principle in the name of winning football games. And that gambit ultimately failed, as it usually does.

Do you have any other examples of communications turkeys?

From my family to yours, Happy Thanksgiving to all of you.

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