Instagram – it’s not me, it’s you.

While catching up on last week’s blog posts I accidentally came across two articles that complimented each other massively – ‘Cardinal Sin of Community Management‘ by Eric Ries (Author of The Lean Startup) and Buzzfeed’s ’Why Instagram Just Broke Itself‘ by Matt Buchanan. So, why are Instagram completely ignoring what their users want in favour of what they want them to do?

Firstly Eric explores the real major sin of community management – not listening. He recalls a story where a company suffered a real loss of time and money due to not listening to their user base. It made me instantly think of Instagram. Like a lot of people, I fell out of love with Facebook years ago. I began to much prefer to way Twitter worked – the simplicity of it.

2012 stats reveal that 85% of women said their Facebook friends annoy them. Agree. Like.

Twitter feels less egotistical and more grown up. And Instagram followed that suit. The app boomed just after it was acquired by Facebook in April, just a few days after it was launched for Android. I don’t think the growth comes from the former. Androiders have been keen to have a go for yonks.

Lately, I’m hating it – the web profiles. Gag. The rows with Twitter. Blarg.

But it’s all part of the plan. Instagram wants you to experience it the way *they* want you to. And don’t you dare try otherwise.

You know that old cliche, if it ain’t broke? Yeah. Well that’s how I’m feeling about Instagram – I was wondering when things would really turn to mud when Facebook acquired the app. Now, as you’ve heard, users can’t view photos through Twitter in the old, clean way. They can’t even see them on user profiles anymore. And who does this benefit? No-frigging-one.

Instagram’s chief exec Kevin Systrom announced last Wednesday at the LeWeb that the company’s relationship is changing, not terminating.

“Really it’s about where do you go to consume that image, to interact with that image. We want that to be on Instagram,” Systrom said at the LeWeb conference. “What we realized over time is we really needed to have an awesome Web presence.”

Shall we all just bugger off to the new MySpace?

Digital and social Christmas shopping

There’s now more than 1 billion smartphone users, 7.3 million daily Instagram users and 6.9 million on Twitter and 3.2 billion likes and comments on Facebook every day. So, how will these socially-savvy user be shopping this Christmas?

1. Millions of 2012 shoppers will be armed with a smartphone

Ok, you’ve psyched yourself up, you’re off out to do the Christmas shop – armed with your all-important smartphone. When you get into the shop – do you whip it out to do some research around prices?  If you spot the perfect present do you make a quick purchase on your mobile? You’re in good company…

 

 

2. Pinners are on the up

Are you a lover or a doubter of the power of Pinterest? Whatever your stance, the platform seems to be leading the way in influencing e-commerce.

 

3. A recommendation is worth its weight in gold

Online recommendations have shape-shifted as social networks have changed – but the power of the word-of-mouth is as strong as ever…

 

4. Bloggers become gift gurus

Facebook is becoming over-fished, and net surfers are looking for new territory for honest reviews. Users are turning to bloggers for quality opinions on products now more than ever – and there’s a huge pay off for brands and companies.

 

Clip the Trip has arrived!

The latest and greatest travel recommendation site has finally landed. This is a project I’ve been working on over the past few weeks, and I’m super excited to be writing that it’s launched.

Clip the Trip is a site which makes it easy for travellers to travel like a local. It is a platform for people to share their knowledge about a city.

Anyone and everyone can write a recommendation – the aim of the project is to make travel what it should be; discovering new places, new experiences and having an amazing time. As the clips comes from locals it aims to have deep, unmatched local knowledge.

The important thing that sets CTT apart from other travel sites is that the information is from locals. The inspiration comes from a site I previously worked on with the friend in question – where travellers based in between two popular cities would recommend home-from-home bars, restaurants, shops etc – for those who travel endlessly and miss the comforts of home.

Clip the Trip aims to home the knowledge of a word of locals in one smart place – and it relies on those who know the places best. Contribue to the site by sharing knowledge of your city and earn money at the same time – read more about this over on the site.

I’ve written some of my very own clips as well, check them out:

The Best Coffee In Brighton

Vegetarian & Vegan Food In London

Americana Grub In London

 

Top tips for coping in a social media crisis…

Almost every brand will come up against a crisis at some point, be it big or small. The important thing is how you cope with it – that’s why I’ve written up these key tips for coping in a social crisis! Obviously these will depend on the type of crisis you’re facing, but hopefully should help you create a manageable to do list, should you come up against a brand emergency.

 

Time is everything. It’s key to respond to users even if you don’t have the answer yet. Get back to them as quickly as possible – within an hour for initial contact. By that I mean initially letting the user know you’ve seen their comment and you’re doing something about it, whether you can answer their comment straight away or not. You should be looking to respond within 24 hours to any questions that require another department’s input (such as customer relations, PR etc).

 

Any response is better than no response. User’s don’t want to feel ignored so it’s vitalto let them know you’ve acknowledged their presence, even if you don’t have an answer right away. You’ll find this takes the edge off and calms most people down. Let the user know you’ve seen their comment and that you’ll be getting back to them shortly. Like I mention above, you should aim to resolve any queries within 24 hours.

Save yourself some time. Start to collect a list of answers to FAQs as you notice a pattern of the type of questions being asked. By lunchtime you’ll probably have answered the same question a dozen times, try to form a basic answer that you can adapt and personalise quickly for each user. It’s still important to make the user feel like they’ve been responded to personally – try your best not to just copy and paste an answer as this can be frustrating for them.

 

Rework your content calendar. Based on your crisis, take a look at the content you have lined up for the rest of the week and re-word or remove any content that may be affected by your crisis. I know it sounds simple but sometimes you won’t see a piece of content in that context until the crisis has occurred.

 

Keep on top of everything. It’s worth making a note of those you’ve promised responses to in order to not miss anyone out or create further frustration. Keep on top of your comments and requests by responding quickly. This is pretty simple on Twitter as you can favourite tweets to respond to later on, you may need to create a spreadsheet with unique links for your Facebook contacts.
I hope this has helped, please do share any thoughts and ideas of your own in the comments below!

Ford: agile attitude leads to social success

Ford broke the mould recently when it invited users to come in and tell them what they thought of a model prior to launch. Prototyping isn’t a new concept, but it’s a new thought within automotive. Car brands are constantly criticised by hardcore fans as they change and modify models to specifications that they claim don’t have the driver in mind. In an attempt to change that, Ford has invited their owners into their world…

Working in an agile way

Jim Farley, chief marketer at Ford, has given many quotes on how the company work in an agile way when it comes to digital “We test it, and if it works, we scale it right away. It’s allowed us to innovate where others have gone on autopilot. It’s not a very fancy message, but it’s just as important as the shiny new things.”

He explained at the Association of National Advertisers’ Masters of Marketing conference, that Ford worked with early adopters who’d opted in to be part of the process. These early adopters were given a chance to preview versions of the new Fiesta a year before it was due to be released to the public. The strategy really was that simple – Ford actually gave 100 social champions (drivers, of course) a Fiesta, let them drive it for six months and share their unique experiences from their different walks of life. Ford took feedback on board from these people and used it to improve the car prior to its launch date.

Farley revealed that at the launch of the Fiesta, it was the early adopters that did most of their marketing. Publications ended up wanting to interview them instead of Ford employees, and it resulted in significant brand awareness before anything had been spent on traditional advertising.

Automotive is *the* industry that could really benefit by working in an agile way – and social allows them to do this. Instead of having a focus on advertising to potential customers on social channels, why not take a leaf out of Ford’s book and get them involved in the creation. Having an emotional input into a product is more powerful than any advertising could ever be.

Using communities to improve products and business

Ford’s success has swayed them to shift 20% of the launch budget of each car towards pre-launch activities. Something we’ve only really ever seen in computing and gaming industries. This will allow the company to tap into the ideas and feedback of those it is actually aiming toward – the people they *want* to buy the car will actually be able to make it the way they want it. Genius.

They’re not alone. Volvo has created a Facebook app that crowdsources images of the inside of fans’ cars – called You Inside. It allows users to send photos of what they have inside their car which will impact design of future models.

Social success is just a risky move away

An amazing opportunity will come to your brand on a weekly, maybe even daily basis. Identifying that opportunity and actioning it is a whole other kettle of fish. This week we all saw two great community management responses. The Bodyform video, which we’ll go on to talk about later, and the fantastic comeback from the lowcostholidays.com community management team in reaction to a user posting on Thomas Cook’s Facebook page. If you’re unfamiliar then check out the screenshot below…

It’s simple to see where Thomas Cook went wrong and lowcostholidays.com went right. TC failed to identify this as a PR opportunity, both on and offline – instead fearing the obvious backlash that handing out a free holiday could have on their Facebook page. But is a weekend away in Paris worth the exposure they’d get back?

Is it worth the risk?

No one will 100% be able to answer this question for you, and in all honesty, your client is more than likely going to opt for the less risky option. What you need to do is keep your eyes open for the opportunities that land on your page on a daily basis – watch the attitudes of those who interact with your page on an ongoing basis. If you think you’ve got something, it could be time for a creative brainstorm, work within a small team and pitch a low-level initial thought to your head of strat or social. If they think it’s worth investing in then you can start pushing it forward.  The idea is to reach the client with such a creative and timely idea that they can’t possibly turn it down.

The trick is fast turnaround and low cost – don’t design or invest more than just a community manager’s time on this until you know you have the nod to make something amazing. That’s how I imagine the Bodyform video came about…

The video has now gone viral, Bodyform may now be seen as a cool(ish) brand, especially on social. It’s a tough place for the kind of product they are and they just completely smashed it by taking a huge risk. Something we often hear about social, is that it’s an area to work in an extremely lean way – win fast, fail fast. Today’s social fail will be yesterday’s news before lunch time (generally speaking that is, of course there are some risks that aren’t worth taking – but you know your brand best).

Don’t take it all so seriously

For most of us, the social space is just that – social! No one wants to write on a brand’s page to get a response lifted straight from the FAQ page, or something that feels like it’s been written by a slug. Anyone in the world can churn out generic responses, this is your chance to get creative. Don’t fear the negative backlash – if it’s a troll it’s inevitable.

The problem with the Thomas Cook scenario is just that they failed to have fun with it. They followed community management guidelines to the very word – but that’s not what it’s always about. If they’d had a little more fun – whether they’d given the holiday away or not – both customer and brand could’ve come out of it feeling a little less cheated.

Have you spotted any risky community management behaviour that’s worked well lately? Share your favourites with us in the comments below or via Twitter!

Red Bull Stratos: taking content above and beyond

The world’s still in awe today after yesterday’s incredible Red Bull Stratos Project. A personal achievement for fearless skydiver Felix Baumgartner – but a win on many levels for the sponsor Red Bull who’ve transformed themselves from an everyday product to a lifestyle brand. There’s something to learn from this incredible risk for all of us working with brands.

8 million tuned in to YouTube yesterday to watch an amazing moment in history live in progress (a record breaker in itself). Most of the viewers feeling incredibly humbled (myself included, doing the washing and watching a guy jump from the edge of space will never make you feel *more* boring). We all watched his parents, partner and friends biting their nails in anticipation – we even saw NASA turning a little pale-faced as Baumgartner span a little out of control. What we didn’t see were the Red Bull marketing reps doing something a little similar.

A company who are well accustomed to extreme sports went to another level by sponsoring the skydive. But in all honesty the win, in regards to marketing and social media, wasn’t something that happened by accident at all. Incredible careful planning and a killer approach to content helped the project become such a hit.

Seven years in preparation…

Promotion, promotion, promotion. I’d be baffled if I met someone last week who didn’t know this was coming up – or even last month. Red Bull did a stellar job of promoting the project with videos, visuals and facts across their social channels. Tweets were flying, videos were being shared and everyone was counting down to the big day.

I’m a content lover. My passion lies within quality content that people genuinely want to read, watch and engage with. Red Bull had a great subject matter, sure, but we can find this interesting and inspiring content in projects we run for brands. Use your creativity to find opportunities for exclusive content such as videos and photos – discover interesting things and build social content around them. Live tweeting from events is a favourite of mine – both to participate in and watch unfold.

Remember: the power of the unpolished – not everything needs to be fully edited to perfection, there’s a beauty in the raw, real stuff too.

Community management and engagement

The project kept the community involved throughout the whole process. What Red Bull identified and understood was not only were the community essential to conversation, but they’d be the ones to drive the campaign – there’s no need to constantly talk and push content out when your project is *so* good that others want to do it for you! Your community will ask questions, send thoughts and ignite conversation – just like they did for Red Bull Stratos. In fact, they allowed users to take a guess at where Felix would land – creating more genuine, sharable content that the community could get themselves involved in.

Community management is really an investment. The importance of responding and engaging is really as vital as pushing content out in the first place. Involve your community to keep them interested – respond to them, retweet them, share their content – they’re very special.