Facebook & LinkedIn

The two most popular social networks – Facebook and LinkedIn – use similar tools and metaphors to provide strikingly different utility.

Both are based upon a foundation of personal profiles and “friends,” which LinkedIn calls “connections.” Profiles are online identities that define members’ backgrounds and interests and reflect their activities and contributions to the community. The more active members are in the community, the greater their influence and the richer the interactions with other members.

Friends and connections are persistent relationships between members that require mutual consent to create. Friends can see information about each other that others can’t, and because connections are maintained by the social network rather than by individual members, they outlast job changes, relocations, relationship changes and other disruptions that often cause us to lose contact with others.

The most powerful force created by social networks is the “Power of 130.” The name is derived from the fact that the average Facebook member has 130 Facebook friends. That means that every member’s actions within the community can potentially be communicated to 130 other people through the every-flowing timeline called the “activity stream.”

Marketers can think of these communications as a Web 2.0 version of the classic impression, but social network interactions are potentially much more important because members can comment upon, endorse and share other members’ activities with their own networks. This means that a compelling message can be spread far and wide by the members themselves without investment or active involvement by the person or organization creating the message. Good content sells itself.

Facebook is the overwhelming favorite of business-to-consumer companies because the action is free-wheeling and fun. Good Facebook marketers provide a constant stream of information that provokes conversation and interaction among members. Contests, polls and games work particularly well there.

LinkedIn is a favorite of B2B marketers because its members go there mainly to discuss professional interests. LinkedIn’s roots are in networking for job-seekers, but the service’s active professional discussion groups and useful Answers section have become favorite places for people to gather and share information about their work. LinkedIn also enables members to identify shared connections and to form relationships with others through friends-in-common. This makes LinkedIn a compelling new tool for professional networking and lead generation.

Both Facebook and LinkedIn permit brands to create their own pages to communicate with advocates, build awareness and create persistent relationships. Facebook fan pages focus on conversation with followers while LinkedIn stresses information about the companies. Both services provide great value for brands in very different ways

Understanding Twitter

Twitter is still a mystery to many people. How can rich conversations form when people can only speak 140 characters at a time? It turns out you can say more in 140 characters than you may think, and Twitter’s forced brevity actually encourages people to share information they wouldn’t communicate through long-form media like blogs or even e-mail.

The core feature of Twitter is the activity stream. It’s an endless flow of news, recommendations and observations that create endless opportunities for connection. You can find and engage with people on Twitter whom you could never reach by any other means, and it is arguably the world’s best source of breaking news. It is also a valuable extension of any company’s online presence.

Twitter is a loose-knit social network in which members subscribe to each other’s activity streams in a relationship known as “following.” Unlike Facebook’s friends or LinkedIn’s connections, following does not require the consent of both parties. Anyone can follow anyone else unless explicitly blocked by the person being followed (a rare occurrence).

As members amass more followers, the value they give and take from the network increases. People or brands with large followings can reach a large number of people directly because their messages appear in followers’ activity streams. While the percentage of people who see any individual message may be small, the ease with which messages can be forwarded – or “retweeted” – to others provides ample opportunity for amplification. In fact, a study by ShareThis found that the average retweeted message is shared 18 times.

While the volume of messages on Twitter may seem overwhelming and unmanageable, there are a variety of useful ways for people to organize and discover interesting topics. Members can filter the entire Twitter stream by keywords or “hash tags,” which are category labels members attach to their tweets to associate them with popular topics. Twitter also notifies members by default when their username has been mentioned by another member in a tweet. This notification feature makes Twitter an extraordinarily useful way to find people who may be difficult to reach by e-mail, phone or other media.

Twitter is proving to be particularly valuable for organizing and promoting online and real-world events. Hundreds of virtual chats take place each week around Twitter hash tags in fields ranging from medicine to marketing to aviation. Organizers of physical events frequently ask attendees to use specific hash tags when sharing information about the conference, giving the rest of the world a glimpse into the conversations going on at the live event and promoting it to future attendees. “Tweetups” are physical meetings organized on Twitter using hash tags, and anyone is invited to come. Tweetups can be used for anything from attracting fans to a concert to promoting a book-signing or store opening.

Twitter is evidence of the power of simplicity. Users have adapted and modified this relatively simple publish-and-subscribe service in thousands of creative ways, making Twitter one of the best tools for finding out what’s going on now in a wide range of professional activities and leisure interests.

The Journal piece was mainly intended to dramatize how badly Google+ is performing in the market despite Google’s huge search footprint. It does that very well.

“New data from research firm ComScore Inc. shows that Google+ users are signing up—but then not doing much there,” the Journal writes. Yup. That about sums up my experience. I organized some friends into circles, created a couple of pages and then sat there wondering how this was any different than Facebook.

I don’t know how Google can spin these numbers as positive. A spokesman quoted in the story protests that Google+ is simply a social networking layer on top of other services. That’s pretty lame, considering that YouTube has had its own social networking layer for years and that the previous social layer on top of Gmail – Google Buzz – went nowhere. A public flogging in the Journal can be the first step off a cliff for a company or technology struggling to make it, and this is going to hit Google+ pretty hard.

There are a couple of areas in which the ComScore numbers mislead, however. The low numbers for LinkedIn and Twitter look surprising, particularly when compared to Facebook, Pinterest and Tumblr, but keep in mind that Twitter and LinkedIn are professional networks that are optimized for efficiency. Many LinkedIn members choose to receive messages as e-mails and only visit the site when necessary. I personally don’t spend much time on LinkedIn.com, but I get far more business value from it than I do any other social network.

The low number for Twitter is so misleading that it should be asterisked. For one thing, ComScore doesn’t measure mobile traffic, a fact that disproportionately penalizes Twitter. Also, only about 20% of Twitter activity actually occurs on Twitter.com. Most people interact with the service through third-party clients and services that use the Twitter APIs. Twitter doesn’t host any long-form content itself (like Facebook does) or frame others’ content (like LinkedIn) Finally, the whole idea of Twitter is not to have to spend a lot of time with it.

Give credit to Facebook. It has fended off competitors by adopting new features where appropriate without trying to be all things to all people. Google+ introduced circles, so Facebook added lists. It did not, however, try to copy the more expensive concept of Google Hangouts. Better to wait and see on that. The Facebook timeline is an effective counter to Twitter, as is the recently introduced subscribe feature. Facebook Answers rained on Quora‘s parade (remember Quora?). It’ll be interesting to see what Facebook has up its sleeve to counter Pinterest.

Facebook has responded to competitors by co-opting their best features without trying to stamp them – Microsoft-like – into oblivion. It is a gracious competitor in a business not known for much grace. Given a chance to tap dance on Google+’s miserable numbers in this report, a Facebook spokesman declined. That’s classy.

I attended a nearby Social Media Breakfast on the subject of content marketing, featuring several respected speakers. I had HootSuite fired up on my laptop and Notepad++ pre-populated with speaker handles and the event hash tag. I posted about 30 comments during the 90-minute session, mostly speaker quotes and summaries of what was being said. Using the #SMB26 hash tag ensured that my tweets would appear in the busy stream of comments from the session.

Within an hour after the event had ended I had 26 new followers. This required almost no work on my part. I would have taken notes anyway, but by adding a hash tag and Twitter usernames I was able to piggyback on other activity going on around the meeting and catch the attention of people monitoring the tweet stream.

Twenty-six new followers is a pretty good week. It’s an awesome day.

A few of notes about tweeting from an event:

Don’t overdo it. People don’t like it when their newsfeed is crammed with messages from one person. A couple of years ago I made the mistake of tweeting rapid-fire updates from a conference at the rate of about one every 15 seconds. Several followers admonished me for this and about a dozen stopped following me entirely.

Think before you send. Quotes that make sense to you as an attendee may baffle someone who lacks context. Set up the quote with background if necessary. For example, Digital Influence Group’s Brian Babineau described how a telecommunications client had made its plans to build new cell towers more real by publishing details on a map. I summarized: “@BrianBab21 Show, don’t tell. Building new cell towers? Photograph, geotag and embed on a Google Map for ppl to see. #SMB26”

Add perspective. Can you append a comment that adds value to a tweeted quote? I try to do that whenever possible: “@cc_chapman Loves #Harley Ridebook. Great example of customer-driven storytelling. #SMB26” or “@cc_chapman ‘You are never your audience’s priority.’ Publishers have to remind themselves of this all the time. #SMB26.”

Include Twitter handles and links whenever possible. Adding a speaker’s handle makes it more likely that the speaker will see your tweet. References to a news story or website should include a link if you have the means to find it. For example, “@jchernov Guy who proposed to GF via infographics may have mortally wounded the medium #SMB26 ow.ly/96Jcj.”

My entire tweet stream, in chronological order, is below. That was easy.

What’s worked for you when tweeting from events?

Follow #SMB26 for “New Rules of Content Marketing” right now w @cc_chapman @jchernov @BrianBab21 @RachelJOConnell @RobertCollins
@RachelJOConnell “Our motives as marketers are becoming increasingly irrelevant to the buying decision.” #SMB26
@RachelJOConnell Praises Audaciously Eloquent blog: Headlines and photos only; almost no text #SMB26 ow.ly/96HPO
@RachelJOConnell “We can’t control what ppl say about us, but we can control the experience they have and share.” #SMB26
@RachelJOConnell is a quote machine: “Look for opportunities for other ppl to express your brand.” #SMB26
@BrianBab21 “Days of building a destination and driving people there are over. Spend w/partners on relevant environments.” #SMB26
@BrianBab21 “Content mktg is soft sell. Not ‘do this’ but ‘read this and tell us what you think.’” #SMB26
@BrianBab21 Show, don’t tell. Building new cell towers? Photograph, geotag and embed on a Google Map for ppl to see. #SMB26
Really! Buzzword of the month–>RT @dough: “Infographic” mentioned 2x so far. I don’t have a drink dangit #SMB26
@jchernov Guy who proposed to GF via infographics may have mortally wounded the medium #SMB26 ow.ly/96Jcj
@jchernov Infographics are about info, not pictures. Bad ones suffer from lack of data #SMB26
@jchernov Covers 4 kinds of infographics. “State of…” infographics shows snapshots of history to visualize change. #SMB26
@jchernov on 4 kinds of infographics. “Resource” infographics are how-tos. Stuff you stick on the wall. #SMB26
@jchernov on 4 kinds of infographics. “Comparative” contrast two similar themes: FB vs Goog, under-25 vs over-65. #SMB26
@jchernov on 4 kinds of infographics. “Evolutionary” are timelines that illustrate change or motion. #SMB26
@jchernov nails prob w infographics: “Pretty pictures follow if you’re faithful to the data. Reciproal doesn’t work.” #SMB26
Love good ones, hate most I see these days –>RT @dough: @pgillin Oh dear– we jinxed it. “infographics in 15 minutes” #SMB26
@cc_chapman Loves #Harley Ridebook. Great example of customer-driven storytelling. #SMB26
@cc_chapman “You are never your audience’s priority.” Publishers have to remind themselves of this all the time. #SMB26
RT @george_grattan: @cc_chapman Lincoln quote : give me 6 hrs to chop down a tree and I will spend the first 4 sharpening the axe. #smb26
@jchernov quotes Alan Cooper: “No matter how beautiful, how cool your interface, it would be better if there were less of it.” #SMB26
RT @hipharpist: “Speak in Human.” @cc_chapman @thecontentrules #smb26
@jchernov “Ppl who get our content first (subscribers) promote us more actively to their friends.” #SMB26
Audience question: Can you give away too much info and have competitors take advantage of you? Panel unanimous: “No.” #SMB26
@cc_chapman calls Cisco’s @timwasher a “genius.” Tend to agree #SMB26
@jchernov has quote of the morning: “A lot of ppl have written a white paper but no one has ever read one.” #SMB26
Thanks to @diginfgrp and @ConstantContact for a great session at #SMB26 this morning. Excellent panelists.
@RobertCollins Key to #SocialMedia success for #nonprofits: “Create a platform for the people you help to tell their stories.” #SMB26

Nevertheless, I have to admit to taking some pride in this number because of the way I reached it. I have never played games to run up my follower count and I only tweet about stuff that interests me. The people who follow me have no incentive to do so other than to discover and learn from information I share. When I post a question to my followers, I nearly always get five to 10 quality responses. When I publish something, others help me promote it. That’s the reward of a quality following.

The Road to 10K

My philosophy of building a Twitter following has always been to provide interesting content about the Internet, digital media and publishing, with occasional excursions into my beloved Red Sox and New England Patriots. My goal is to find people who share my interests, not to run up my numbers.

I only follow people who interest me or who have reached out to me via a personal tweet. I spend about 10 minutes a day checking my Twitter stream for spammers, product pitchers and others who don’t interest me, and unfollow them. I attempt to respond to every tweet directed at me personally. When several people reference something I’ve said or retweet me, I try to acknowledge them through a #FollowFriday tweet. I’m not always successful, but I try.

I never tweet about politics and rarely about personal minutiae like what I had for lunch. I am almost always positive. When I visit a new city, I try to tweet something nice about it. The only exception to the courtesy rule is when I’ve been treated poorly by a business or institution. I never criticize individuals by name, and when I disagree with someone, it is always in a respectful manner. I never forget that everything one says on Twitter is public.

I make it easy to post tweets to interesting information I find. I use Dlvr.it to automatically post links to new entries on my blogs. My favorite bookmarking service is Diigo, and I have Dlvr.it set up to monitor my Diigo stream and automatically tweet anything tagged “share.” I use a simple bit.ly link in my browser bar to quickly tweet stuff that I don’t necessarily want to keep for posterity.

Space permitting, I try to add a comment to any headline I tweet on the theory that my own perspective should add some value. I occasionally go to my Twitter stream and retweet messages from people I respect, just to show them that I’m paying attention.
When I retweet, I try to insert a personal comment or thank-you, space permitting.

That’s about it. The secret to Twitter is to be a good citizen, show respect, and share what interests you. It’s worked for me so far.

I actually think insurance is a fascinating business. It involves taking calculated risks about the unexpected. Insurance companies need to know a lot about the world around us, because their business deals with so many variables, from accidents to earthquakes to the chance of being hit by a meteor. This morning’s audience of about 100 social media practitioners truly believe in the value of new platforms to reach their customers, although they have understandable concerns about the many regulations that govern what they can say.

Here are some notes I took away from the three speakers on my panel.

Gregg Weiss (@greggweiss) of New York Life says the company’s social media content strategy is driven by constantly asking, “What can we do that isn’t about life insurance?” This was a theme that was borne out in every presentation: It’s not about the company but about what motivates customers.

A sampling of what New York Life has done:

• Partnered with the NFL on a “protection index” of pro football teams;
• Created the New York Life Game of Life in partnership with Hasbro. The goal was to get people talking about financial stability and have a chance to win the popular board game;
• Hosted a Twitter chat about Halloween safety.

New York Life has carefully cultivated more than 100,000 likes on Facebook. “We believe 60% of our Facebook fans are prospects,” Weiss said.

His best story actually had nothing to do with insurance but everything to do with using social marketing to build loyalty and word-of-mouth awareness.

He told of buying a coffee at Dunkin’ Donuts: milk, no sugar. But when he got to the office, he found the beverage was loaded with sugar. “I couldn’t drink it.” He tweeted his dissatisfaction. Within two minutes he had a reply tweet from the head of corporate communications at Dunkin’. She asked for a phone call, during which she apologized and offered a gift card, which arrived in the mail two days later. “I tweeted about Dunkin’ Donuts’ great response,” he said. “It was a huge win for them. “

His  advice to social media marketers: “Think big. Everyone in this room has the power to change things at your company. That’s incredibly empowering.”

Quotable: “The VP of Social Media at New York Life is the hundreds of thousands of people who have online relationships with us.”

And finally, “Seek a higher purpose. I hope someday to hear a story of a kid who got to go to college because a parent bought a life insurance policy from us.”

Kelly Thul (@kellythul), State Farm.

State Farm got started in social media when it set up a blog to find New Orleans-area employees and agents who couldn’t be located after Hurricane Katrina. “Within 24 hours, that blog was key to our locating ever agent and employee,” Thul said. Today, State Farm is all over Facebook, with pages for the corporation, careers, Latino customers, the Bayou Classic football event and an innovative youth-oriented forum called State Farm Nation (right), where people can “discuss life’s challenges and opportunities, connect with others facing life-shaping decisions [and] find helpful tips and information.” With 1.3 million likes, it’s doing pretty well.

The insurance company’s YouTube channel has had more than five million views, many for its TV commercials. The ads have spawned parodies, but Thul says the company is pretty sanguine about them. “If people care enough to have a bit of fun with you, that’s OK, as long as it isn’t brutal,” he said.

State Farm evaluates social media opportunities using four criteria:

• Relevance to business strategy;
• Role clarity: who is responsible for talking and responding;
• Measurement criteria;
• Activating platforms.

These four criteria provide a framework for making a rapid and relevant decision about new platforms and opportunities like Google Plus.

Words of wisdom: “People want to be heard. If they believe you’re listening to them, they’ll like you a little more.”

Theresa Kaskey (@TheresaKaskey), Director of Brand Management and Strategy at the John Hancock Financial Network, joined the company without any plans to get involved in social media. John Hancock had no social media strategy at time. Today, it’s 80% of what she does. There’s been a long education and adoption process, but company management is buying in, she said. John Hancock recently launched its first blog, Build4Success, and it’s posted nearly 40 videos on YouTube. Unlike the other two speakers on the panel, who speak primarily to consumers, John Hancock Financial Network’s audience is financial advisers.

YouTube has been one of its early successes. “We created more than 80% of our launch content in one day,” Kaskey said. “We had a meeting of our advisers and brought them into a room one by one to talk about how they delight their customers.” It’s been a low-cost, high-return recruiting success.

Words of widom: A key element of successful social media programs is “It’s not about us.”

As a frequent speaker at events of all sizes, I’ve had a chance to observe some of the best practices conference organizers used to promote their events through social media. In most cases, these efforts cost little or nothing more than your time.

Here are some suggestions for leveraging social channels for event promotion. I’m sure I haven’t covered all the possibilities, so please contribute your ideas as comments. We’ll look first at tactics the can work for any event, then I’ll propose a few ideas for large conferences covering multiple days and many speakers.

Events of all sizes

• Set up a unique landing page for each event. You need a single Web address that people can refer to in their social channels. Use this page to describe and “sell” the event, not to gather registrations. Send visitors to a different landing page to register. If there are several events in the series, create a unique landing page for each.
• EventBrite is a great service, but I recommend against using it as your event landing page. Use a page under your own domain and use EventBrite (or similar services) for registrations.
• Publish an announcement on Yahoo’s Upcoming or Eventful. They help you publicize to a local community. Also consider professional associations, which may give you a calendar entry for free.
• Regardless of the size of the event, set up a Facebook page or create a dedicated event sub-page under your Facebook page. It costs nothing and gives you access to the extended social networks of registrants and potential registrants. When people “like” your page, that action is shared with everyone in their network. The average Facebook member has 130 Facebook friends. That amplifies your message pretty quickly.
• Create a Twitter hashtag and promote it to your colleagues and registrants. Ideally, the hashtag should be unique to the event (#AcmeForum11), but it’s OK to use your organization’s hashtag if your main goal is to build your brand.(#AcmeForums). Use the hashtag in all your communications and always link to the event landing page.
• Schedule Twitter promotions to go out at different times of the day, including on weekends. Free clients like Tweetdeck, Seesmic and HootSuite make this easy. If you’re trying to attract an international audience, don’t forget to schedule some promos to go out during the local work day in those areas. If you can customize to the local language, that’s even better.
• Ask registrants for a Twitter address and then follow them on Twitter. Retweet their messages from time to time. They’ll notice you and are more likely to follow you and retweet your event-related messages.
• Use a unique tracking code with each promotion and make sure to use a different code for Facebook, Twitter, LinkedIn and e-mail. You want to know which sources are sending traffic to your landing page so you can better focus your resources.
• Link to the event page from your e-mail signature line. Make sure others on your team do this, too.
• Create short-code URLs using a service like Bit.ly. Many services let you customize the short code to something that’s easy to remember, like your event name or hashtag (for example, bit.ly/AcmeForum). Do that.
• Your speakers and fellow organizers are your best sources of social media promotion. Make it easy: Create suggested messages for them to use in each medium (For example, “Come see the latest in Acme widgets. Special discount if you use this URL http://bit.ly/AcmeForum“). It’s better that they use your message than create their own. Create a couple of short messages for Twitter and a longer one for a blog or Facebook. Limit Twitter messages to 120 characters to allow for retweeting.
• Provide a suggested tag for attendees to use when posting photos or videos from the event. This enables you to assemble photo galleries by stitching together tagged content from a variety of sources.
• Create an event badge (right) that speakers can embed in their blog sidebars or on their websites. Link to your landing page using a custom URL. Don’t send speakers an image, but post the image on your site and send them an embed code. This enables you to tell who’s sending you traffic. It’s a good idea to offer speakers a special discount code they can share with their friends and followers.
• Something that’s rarely done but worth trying is to customize discount codes and offer a rebate to attendees who successfully recruit other registrants. All you have to do is give each badge-holder a unique registration code to promote, and then track who sends you customers. Then refund promoters a percentage or fixed amount.
• Create SlideShare and YouTube channels for your event. Post all appropriate pre- and post-conference materials there. SlideShare is a particularly good place to post speaker presentations as a way of raising awareness about follow-on events. Be sure to point to your event site from the SlideShare and YouTube profile pages. Embed media from your SlideShare and YouTube channels on your event website.
• Content from past events is your best promotion for future events. Record as many presentations as possible and post them as podcasts or video podcasts. Be sure to provide an RSS feed so that potential attendees can subscribe to new content as it’s posted. If you can’t record the sessions, set up brief interviews with selected speakers and post them as podcasts.

Large events

• Set up a branded Twitter account specifically for the event. This enables registrants to follow you to learn about developments in the program and it also creates a channel for post-event follow-up.
• Use the Twitter account to promote announcements such as new speakers, sessions, sponsors and parties. Ask staff and speakers to retweet these messages in order to gain followers. Don’t forget to include the Twitter hashtag!
• Create an event blog. Ask speakers to contribute posts of 300-500 words. Space out entries so that there’s a constant stream of new content. Focus speakers on writing about the topic of their presentations, not promoting their businesses. Promote each new entry on Twitter and your Facebook page. Post a description and link in relevant groups on LinkedIn.
• Create an e-mail newsletter with frequency of at least every other week. Make it easy for website visitors to sign up for the newsletter, even if they don’t register for the event. Promote a newsletter sign-up page on Twitter, Facebook and LinkedIn. Be sure to post the content of each newsletter on a page on the conference website so that people can link to it.
• Create a series of pre-event audio and/or video podcast interviews with speakers. You can use VOIP services like Skype and inexpensive recording software like Pamela to capture this audio. Post the podcasts on the conference blog and on a dedicated multimedia page on the conference website.
• Create a page to aggregate news media coverage of the event and/or topic of your event. An easy way to do this is to use Delicious link rolls. Embed a small piece of Javascript code on your Web page and whenever you bookmark an article on Delicious with the designated tag, the headline and link post automatically to your page.
• Create a “buzz page” that monitors mentions of your hash tag and automatically posts them to a comment stream. Here’s an example.

Post-Event

• Send a summary e-mail to all attendees with referrals to conference materials on SlideShare and YouTube. Send people to a page on your event website that hosts that embedded content. The landing page should include calls to action to register for future events. A “repeat attendee” discount is a good idea.
• Set up a survey form to capture evaluations from attendees. Google Documents supports simple forms at no charge. Publish the best comments as validation of the quality of your content. Here’s a simple form I use to gather feedback on my presentations. It took 10 minutes to set up.
• Continue to use the Twitter account to update attendees and provide fodder for future promotion.

What did I miss? Tell me what works for you and for conferences you’ve attended.

I’ve discovered a way to automate this conversion using one of my favorite tools: the open source Notepad++. Here’s how you do it:

1. Copy and paste the thread into Notepad++
2. Select all text and choose TextFX|TextFX Tools|Insert Line Numbers.
3. With text still selected, choose TextFX|TextFX Tools|+ Sort ascending and remove the check mark
4. With text still selected, choose TextFX|TextFX Tools|Sort lines case insensitive (at column). This sorts the lines by number in descending order.
5. With text still selected, choose TextFX|TextFX Tools|Delete Line Numbers or First Word.

You’re done!

You can also use Notepad++’s lightning-fast search and replace feature to pretty up the formatting. For example, search for “@pgillin” and replace it with “<strong>@pgillin:</strong”> to bold-face the name of a contributor to the conversation. Or replace hash tags like “#sm” with “social media” to make the conversation accessible to the uninitiated.

Because Notepad++ is a text editor and not a word processor, it removes all formatting from any document you cut and paste into it. However, this shouldn’t be a problem with Twitter chats because Twitter doesn’t support formatting itself. If you know a little HTML, you can always add back the formatting with Notepad++’s search/replace function.

I arrived at the train station at about 1 a.m. body time, looking forward to napping on the hour-long ride north. Only the train didn’t come. For a long time. After about 20 minutes hour of waiting, I pulled out my smart phone to check Twitter. Success! CalTrain had an account. Surely there would be an explanation of the delay there.

Unfortunately, the most recent Caltrain tweet was from several hours earlier, referring to an unrelated schedule change. There was nothing to explain the current delay. As I made my way slowly northward that night by alternative means, I kept an eye on the CalTrain Twitter feed but could find nothing to explain the outage that had stranded thousands of people in one of the nation’s busiest rail corridors.

Dashed Expectations

CalTrain deserves credit for adopting an important customer communication tool, but it deserves a spanking for failing to understand the consequences of that action. It’s easy to sign on to any social platform these days, but having an account and using it appropriately are two different things. CalTrain had created an expectation that it would communicate with its riders and then failed to deliver. It would have been better off not using the tools in the first place.

This wasn’t my first brush with Twitter dysfunction. A couple of months earlier, I had tweeted frustration about my credit card company’s practice of suspending accounts over unspecified security concerns. I was surprised to receive a reply tweet from a representative of the bank offering to help. I quickly posed a follow-up question and waited for a reply. That was in February. I’m still waiting.

Coincidentally, a few weeks later I found myself across the dinner table from that very same bank representative. He explained that for the past several months he had been the sole person assigned to monitor Twitter at a company with well over 100,000 employees worldwide. It was an impossible task.

The bank was shooting itself in the foot. Regardless of whether it earnestly desired to engage with customers or was just trying to be trendy, it had created an expectation that it couldn’t possibly fulfill. Enabling someone to respond a little bit was worse than not responding at all.

Paving Cow Paths

Social media has turned the corner in the last two years. Twitter and Facebook badges are now everywhere, and a company that is active on social platforms uses an average of eight of them.

Unfortunately, a lot of these businesses don’t know what they’re doing. Scan the Twitter pages of a few big brands and you’ll see lots of self-congratulatory promotional messages but precious few “@ replies” or retweets. These companies are doing the 21st century equivalent of paving the cow paths: applying new tools to old processes.

What many marketers have failed to grasp is that the tools of new media aren’t just about publishing; they’re also about conversing. A Twitter feed, blog or Facebook page that delivers a message without acknowledging replies is an insult. As a rule of thumb, every Twitter inquiry should be answered within 24 hours. Blog comments should be answered within 48. Are you ready to make that commitment? If not, then limit your activities until you are. It’s better to be late than clueless.

Here are my notes from David’s presentation this morning to the Mass. Tech Leadership Council’s Social Media Summit. These are adapted from my tweets from the event, but hopefully are self-explanatory. They’ve been cleaned up and expanded for clarity:

• The Web has always been social. The only difference with Web 2.0 is that it’s easier to build a presence.
• The page-centered Web paradigm has yielded to a people-centered one.
• Apple is about art. Google is about scale. We don’t know yet what Facebook is about. That’s unsettling, because Facebook is to the social Web what Google is to the Web.
• Media is frequently mis-characterized as publishing. The definition of media is that which  mediates between parties. Media isn’t content.
• We are the media. We recommend knowledge to each other. New media transforms as it moves, unlike traditional fixed media like TV. Telegraphs are a fixed medium for sending messages. The Internet sends messages but it isn’t fixed. It changes every second.
• We take on properties of our media and our behavior comes to reflect the media we use. For example: The phone is intermittent, interuptive communications driven by a reason to make a call. The Web is rolling sets of instantaneous, always changing fragmented networks. These networks may be transient or last a lifetime. This is a completely different model than traditional media.
• Network sociality is more like a party than a phone call. Telephones are interruptive; the Internet is distractive. People interact with the medium differently.
• In the days of broadcast, markets were abstractions created by advertising. Now they are real and social.
• Transparency is now an imperative. For example, on Wikipedia you can always find out why an item of information is there. The entire process is open. More businesses will operate like this.
• We are getting comfortable with fallibility. The most popular stuff on YouTube is about humans screwing up. This doesn’t embarrass us as much as it used to. This acceptance of our own weaknesses will change the way organizations operate.
• People don’t buy drills or holes. They buy a nice place to hang towels to impress their relatives. Abstract to the level of basic human needs in order to understand behavior. This also works in marketing, BTW.
• There are four types of transparency critical to Social Media: sources, self, humanity, interest.
• Newspapers traditionally provided a curated mix of content reflecting a professionally derived combination of what we wanted to know and what we needed to know. News about Sudan is an “eat your broccoli” story. We don’t like it, but we need to know it. It’s not clear where we will get that kind of information in the future.
• The social media generation now expects important information to find them. That’s a dangerous attitude.
• Diversity is important but uncomfortable. Without shared interests, it’s hard to converse. When you have a truly diverse group, you get smalltalk because people don’t have a common platform for conversation. Nevertheless, diversity is important. We must fight the tendency to stick with people like us. Diversity requires conscious discomfort. We want to interact with like-minded people.
• Media is increasingly an echo chamber in which we choose to listen to people who share our views. Echo chambers are bad for democracy and culture, but marketers like them because they say what marketers want to hear. Echo chambers aren’t necessarily bad, but if that’s the only place you ever talk, you’ll never hear other points of view.

The speaker was Andrew McAfee, principal research scientist at the MIT Sloan School, fellow at the Harvard Berkman Center and author of Enterprise 2.0. McAfee specializes in the application of advanced Internet technologies to corporate communications, and his observations about the impact of Twitter and Facebook on the way we find information raise the possibility that a new kind of search is emerging.

Speaking at the Cognizant conference earlier this week in Scottsdale, McAfee described how much the process of finding information has changed in just the last 15 years. As recently as 1995, the most common reference source we had was a library where professional human curators made decisions about what we needed to know.  Information was not only scarce but constrained by space and the limitations of indexing systems that forced information into uncomfortable categories (David Weinberger’s Everything is Miscellaneous describes this brilliantly).

When the Internet went mainstream, we initially tried to recreate the curated model online. Remember that Yahoo started as a structured taxonomy designed by humans that organized the Web into categories. There is some value to that, but few people access information that way today.

Instead, we discovered that search engines are faster and bring us directly to the information we’re seeking. It’s amazing how quickly people have discarded the library metaphor that dominated our thinking just a decade ago in favor of search. In December, people conducted more than 4.7 billion searches worldwide every day.

A New Approach to Search

Now there may be a new kind of search taking shape based upon the ask-and-answer principles introduced by social networking. Twitter users understand this well. Let’s say I’m in Chicago looking for a place to take business colleagues to dinner. I can search the Web for restaurant reviews, but I can also ask a question of my followers: “Recommend a good restaurant within 10 minutes of McCormick Place?” Both actions yield useful information, but the Twitter inquiry may actually provide superior value because the response comes in real time from people I know and trust.

I’ve already noticed my behavior changing as a result of this network effect, and perhaps you have, too. When I’m about to make a major purchase decision, I often ask my Twitter followers for advice. In effect, I’m conducting a search against a database of unpublished information that’s stored in people’s memories.

If we can unlock and share this untapped resource, we can potentially open a treasure trove of new information. In McAfee’s words, “Your ignorance makes everyone smarter.”

Organizations that are experimenting with Web 2.0 tools behind the firewall are discovering that this is remarkably powerful idea. For 20 years, we’ve tried to capture knowledge by interviewing veteran employees and storing what they told us in databases. That’s never worked very well because it’s an unnatural knowledge-transfer mechanism. It turns out that people are more generous and spontaneous with expertise when they answer ad hoc questions from peers. Some organizations are beginning to scrap the old tools in favor of this free-form exchange.

The trick is how to preserve, organized and rank this wisdom. You can bet that Google and others are trying to figure that out right now. I was a little mystified last month when Google acquired Aardvark, a “social search engine,” for a pricey sum of $50 million. Aardvark is sort of a structured Twitter; its members can ask questions of others who have a self-declared area of expertise. Having listened to Andrew McAfee’s insights, I now understand better what Google executives were thinking.

This doesn’t mean that today’s search engines will become irrelevant. Social search is an extension of an already-powerful metaphor, and it has some very exciting implications. What do you think? Are there scenarios in which social search could replace the ubiquitous Google query box?