It's Not All About Facebook

Facebook has been the go-to platform for institutions to connect with prospective students. The statistics are endless in terms of its scale and the time users spend on there.

Let's not kid ourselves, though; Higher Education is full of control freaks. And Facebook is truly not in our control. Via a coordinated content strategy across Facebook and other social platforms, there is room for a college-owned, private social network within your digital strategy. With the ability to more closely control the experience, you can better align with institutional brand, more directly tie to programmatic, business unit goals and more intimately understand your users' personal interests. But a private social network should not stand on its own.

At today's eduWeb Conference, I presented with colleague Vanessa Theoharis on "It's Not All About Facebook: Define Your Own Private Community". The presentation showcased the benefits, challenges and opportunities of past and current private social networks, including Babson's own Define You portal for accepted students, Cafe New Paltz, MyIthaca, and Schools App by Uversity (formerly Inigral). But first and foremost, we discussed how it was both hardwired to our institutional content strategy AND fit within our undergraduate admission's primary objectives.

At the end of the day, while Facebook is necessary, it can't be everything. You must coordinate a digital marketing strategy across multiple social platforms with intentional, distinct goals and purpose for each platform. And remember, your social strategy can include owned platforms.

#Winning in 2011

Yeah, I did it. I pulled out the lame Charlie Sheen hashtag reference for a title. But it's retro now so it's okay to bring it back. Hear me out...

I was privileged enough to win a free pass by Karine Joly to attend the Worldviews Conference thanks to a contest on Karine Joly's collegewebeditor.com. It has been a great conference on the blend of social media, PR and #highered. For something this close, I planned my flight end of day so I could get the most out of the workday, but also be settled in time for the first day of sessions..Unbeknownst to me when I submitted my comment entry and won the free pass, the Boston Bruins would not only make it to the National Hockey League's Stanley Cup finals, but they would be in Game 7! As a lifelong Bruins fans since my Dad starting taking me to games when I was a kid in single digits, this was a BIG deal for me.

My flight was to arrive in Toronto at 8:15 p.m., right around the time the puck would likely drop after the introductions and anthems. Unfortunately, Air Canada customer service agents decided to strike this week. Delays were expected; and they occurred. Flight was delayed 50 minutes and we didn't land until midway through the second period. After being stuck on the tarmac even longer thanks to the limited staff, I raced my way through customs and to the baggage claim. Big kudos to Toronto's Pearson Airport for having flat screens at the baggage claim. Loved it.

Thankfully, we now have technology and platforms that allow me to share this experience with my family, friends and connections. While in Toronto, I was able to text with family back home in Massachusetts and with friends in Chicago and Pennsylvania; I was able to check in on Foursquare and engage with friends where they were geographically located on this special day; I was able to interact via Twitter and not only get updates about the game when I was missing the first half of the game stuck on a tarmac in Toronto, but i was also able to converse with so many long-time and new friends about this likely, once-in-a-lifetime experience; and I was able to engage on Facebook with an entirely other subset of friends around how lucky we are as Boston sports fans.

It is an amazing time to be alive and engaged. If this was 20 years ago (the last time the Bruins were in the Stanley Cup Finals), and I was stuck in a Toronto airport bar during Game 7, I would have not been able to connect with all of these individuals...unless i had lots of dimes, quarters or whatever it cost for pay phones at that time. I feel lucky to not only have been part of this experience as a sports fan, or lucky to be engaged in the digital marketing space, but I feel extremely lucky to have been able to engage in this experience as a human being.

Try not to forget how far we have come...and how lucky we are to be able to connect with each other in this way.

Creating a Digital Marketing Strategy from Scratch

The transition is on. Well, it's been on for a while but I've finally ramped down from my undergraduate marketing activities as much as one can when transitioning to a new role within the same organization.

While there has been some web services support for the College in the recent and distant past, my new role is a strategic shift for the institution. My vision is for the department to be a team who can assist the institution and its business units with one's digital strategy and online initiatives, not just support.While there has been support activities in the past, it has mostly been website content updates and email newsletter distribution.

With a new institutional strategy and branding platform, we must now develop a digital marketing strategy for the institution, essentially from scratch. We have no social media strategy and no mobile strategy; our blogging platform is 6 years old; we use at least a half dozen content management systems; a web governance model is non-existent; our analytics systems are severely lacking and are used with no strategy. And I have yet to mention the core piece that everyone knows most about - our current black hole of a website redesign project. Just look at this quote from StudentAdvisor.com's Top 100 Social Media Colleges regarding our home page:

"Home page is inexplicably a social media wasteland that screams 2002."

And they couldn't be more right. Literally. I actually think the home page design was created in 2002.

The optimist in me says that we were #65 on this list with no strategy. Many parts of the College have been doing some great things, especially within social media, but we have not leveraged any of those best practices effectively across other parts of the institution. At a small college, we should be able to break down those silos. The role and its mission will be a challenge, but I look forward to the rollercoaster ride and have already enjoyed its ups and downs over the past 6 weeks.

More exciting news is that I get to share this ride with peers at the eduWeb Conference in San Antonio in August. I promise those attending that you will see the good and bad of creating a digital strategy from scratch. I don't know if that August 2nd script will be a comedy, a drama, a horrow show or a fairytale ending. My best educated guess is a mix of it all, but that part of the story has yet to be written. I hope you all come along for the ride and hopefully even see some of you in San Antonio.

Updated: My Creating a Digital Marketing Strategy from Scratch presentation from the eduWEb Conference can be found on my slideshare.

Timeliness vs. Quality

When it comes to producing video content in 2011, there are many factors that help drive your decision-making process on an individual video project - goals, objectives, format, technology available, etc.

First and foremost, there are many options on how to even record your video, with much of the decision-making process depending on your end goal. You can put a flip camera in the hands of your customers. You can record an event or speaking engagement and post it after the event. You can even live-stream a show like my new addiction, HigherEdLive, and still archive the content. You can produce a high-quality informercial for your product or service. Or as we recently did, you can parody an existing video.

Recently, we ran into a timeliness versus quality debate for a video project where our end goals were community-building and building awareness of our mascot. Upon seeing the Bridgestone Beaver commercial during the Super Bowl, a colleague and I joked about finding a way to get our mascot, Biz E. Beaver a.k.a. The Biz, into a future Bridgestone commercial. I even reached out to their social media manager via Twitter and half-jokingly told them we have their talent for any future commercials. After not hearing back for a couple days, the idea finally popped in my head to film our own "commercial" with The Biz, a parody on the original.



We tried to mirror it as closely as possible to the original, but injecting some of the personality of our mascot, our institution and our dean. Unfortunately, it still took us a week to get this posted due to schedules and the fact my idea came 3 days later than it should have. Ideally, we would have filmed and edited this the day after the Superbowl.

We definitely feel filming and editing quliaty was sacrificed some, even with the one-week timeframe between the original's first airing and our video posting and promotion. We obviously wanted to capitalize on the timeliness and popularity of the Bridgestone commercial, including their success in  #brandbowl feedback, and I felt that timeliness was most important. With that being said, time will tell if the quality holds up over the months ahead as the commercial becomes less popular and searched on.

We're happy with the community's response to it these first few days and The Biz has even made a dozen new friends!

Commitment & Will Power

Commitment is a funny word.  For years as a single male, I feared that word. Or did I pretend to fear that word when in fact I wanted commitment all along? Being in a fun marriage with a beautiful wife and the cutest daugther I could imagine, commitment is certainly not a thing to be scared of.

But what about commitment to work? Or better yet, commitment to working hard? Is that something people fear or are they just not willing to put in the effort?

A recent blog post by Kathy Hanbury discussed content strategy and her steps in how to make the process less difficult. The steps she outlined are the right process and if you actually take out the word content, they can work for any marketing, communications or related initiative.  What really stood out to me though was this quote:

"It's not hard to figure out what needs to be done. The challenge is in mustering the commitment and will power to do it."

This is so right on so many levels. Personally, I think it always comes down to effort.  Whether it's being successful in digital marketing and social media, in sports, in content strategy, in relationships, in  your work or in anything in life. Not everyone puts in the effort and nearly everyone has a lapse in effort at some point. Many times, commitment - an actual, real concerted commitment to make something better - and effort is what puts some people ahead on the depth chart. Are you putting in the effort and commitment?

The Structure of Success

About a month back, I caught via Twitter a blog post by a former Twitter employee, Alex Payne. He shared his thoughts about the #newtwitter, the site's role changing in users' lives and that it would be his last post about Twitter. Great read, but what really caught my attention were two quotes about decentralization.

"Twitter needs to decentralize or it will die. Maybe not tomorrow, maybe not even in a decade, but it was (and, I think, remains) my belief that all communications media will inevitably be decentralized"

"Decentralization isn’t just a better architecture, it’s an architecture that resists censorship and the corrupting influences of capital and marketing."

Both statements may be a little foreboding, but they are grounded in aspects of reality. While Alex was focusing on the decentralization of Twitter as a business versus a medium, the centralization versus decentralization argument has been going on within organizations for decades. In my world, the debate has been within the marketing function of a business.

A centrally shared services group allows for collaboration and consistency. They can streamline messaging and branding. The group can identify and leverage best practices, maximize efficiencies in operations and resources, and minimize any duplication of communication efforts and service purchases.

The decentralized units hold the knowledge and expertise for their respective business and most understand their audience. They are product experts and market specialists. They truly own the content and marketing programs that can deliver on meeting business goals.

I've been in marketing organizations that have been centralized and in ones that have been decentralized; and in an organization that has been both at different times. You can find success in either, but the ideal organizational structure is a hybrid model. It can provide the benefits of each without many of the cons. This is where I have seen the best of both worlds come together.

It is difficult to deliver on though. Much of it depends on the culture and the people within the organization. Both need to be collaborative. If successful, a hybrid of centralized and decentralized services leads to a coordinated, yet empowered organization. It will be the structure of which most organizations will need to be to succeed in the near future.

I Was Thinking About Quitting

Blogging. What were you thinking?

I just have not kept up with it like I had hoped and imagined. Yes, work life is busy. Yes, home life is busy, especially with our beautiful, 7-week baby girl. Despite all that, I had hoped to manage my time efficiently and be able to write...mainly for my own entertainment...but also hoping someone, maybe my mom, would go online and read this.

Then, I read a blog post recently, Mitch Joel's Blogging Still Matters...Now More than Ever, that motivated me to just continue to do what I'm doing...at my own pace. Some of the quotes from Seth Godin and Tom Peter really resonated with me on a personal blogging level. In the workplace, I've always been an advocate for how important blogging is to managing a truly effective online presence. For many organizations, blogs are THE source of content creation. But personal blogging? With the ability to share ideas and thoughts via Twitter, Facebook, LinkedIn and comment sections of much better bloggers' blogs, I sometimes wonder how often I'll need this outlet for writing or sharing ideas.

Upon starting it, I really wasn't sure how long I'd be doing this or how frequently I'd want to do it. Even when the posts, like this one, happen infrequently and might not have the impact I intended. All I know is that, even during the few times I do it, I enjoy doing it...and that's all that matters.

Credibility

At my institution, we have seen a lot of activity from admitted and deposited students over the past month on our Facebook Fan page. In comparison to past years, the number of unique page views and the number of interactions during these first three weeks in April have doubled.

What I am seeing more of this year are the process and deadline-oriented questions. It has led me to truly expand our customer service efforts and build a model to lean on a variety of departments to help with the responses. During these conversations with my peers, I came to the realization that the credibility pendulum has swung a little bit at this stage of the admission cycle.

Our admitted and deposited students are no longer searching for current student feedback, but appear to be looking for staff or college-sponsored answers to their questions. In prior months, they had been asking students and their peers for their opinions on questions related to campus life, clubs and organizations, dining, etc. Our current students and admits were the credible source. We were just facilitating/hosting that conversation. What is great is that our students are phenomenal advocates and tend to monitor these online platforms on their own. When a post did go unanswered for a little while, I’d simply ask a student to chime in if it was in an area of interest/expertise for them.

At this stage of the game, we need to be more customer-service oriented with our Facebook use and staff need to be their key source of information. Credibility is a powerful marketing tool. Understand who your sources of credibility are and when to properly use them. The prospective student responses and the conversations that have taken place there have been such a great source of public enthusiasm for the incoming class - both when students are leading conversation and when staff and faculty are leading the conversation.

I originally titled this post “authenticity”. It’s a word that is overused when referring to marketing activities and even more so when referencing social media. It wasn’t really what I wasn’t trying to get at either so thank you http://thesaurus.com/ for being my vocabulary source when my intellect could not come through late on a Friday afternoon.

CASE Conference and Social Media

I was lucky enough to speak at last month's CASE Conference.  After being connected through a mutual past colleague, I was even luckier to co-present with Tamsen McMahon of Sametz Blackstone Associates on the Why and Why Nots of Social Media. The presentation was jam-packed as social media was definitely a buzz topic over the two days I was at the conference. There were many questions and much interest and I only wish we had more time for both the presentation and taking more questions.

This was my first time presenting at CASE and Tamsen certainly set me up for success.  Presenting has always been somewhat of a high for me and this was no exception.  Presenting can be nerve-wracking; and it can be a whole lot of fun.  Going in to every presentation I do, I try to promise myself three things: 1) Be relaxed; 2) Understand that I won't hit every point I prepare; and 3) Try to interject some humor.  Now, not everyone will get every joke you make as that is typicallly the case for me, but it at least keeps you making yourself laugh.  That is my #1 rule for not only every presentation, but every day. :)

Our presentation can be found on Slideshare. I am actually not a client of Tamsen's or Sametz, but it's amazing how similar our approaches and philosophy on digital media are despite being new acquaintances.  At the end of the day, there are variety of organizational structures, policies and strategies that can work, but they've developed a method that will help determine how social media will work in any organization.

When it comes to any space within social media, I feel that you need to be a consumer first. Your plan has three simple steps.

1. Learn -  Learn your way around the space and discover how other users are utilizing the platform.
2. Interact - Now that you have a sense of the space, use it more frequently and understand its intricacies. Communicate and be a part of the conversation.
3. Engage - Now that you've built relationships and have become knowledgeable of the space, share content and conversation that will engage your new connections.

If you follow these three basic steps, I ensure that you will become a more comfortable and engaged user of social media.  And this method works for both personal and corporate use. For any marketer or communications professional, I feel that you should learn, interact and engage as a consumer first to truly understand the space.  You can stagger these steps in parallel for each and learn about your product, service and market while engaging as an individual user.  After all, your audience is your brand and to quote Tamsen from another session during CASE, "social media allows you to understand your brand."