Dorian Gray in a Missoni Cardigan

By John McGory

“The Picture of Dorian Gray” is a classic Victorian novel by Oscar Wilde.  The book tells a tale of a young beautiful man, Dorian Gray, who has a portrait of himself painted. 

Realizing his beauty will fade, Dorian (whimsically) expresses a desire to sell his soul to ensure the portrait would age rather than him. Dorian's wish is fulfilled, plunging him into debauched acts that visually age and disfigure his portrait, while he remains beautiful.

The novel’s prevalent themes are the vanity of aestheticism and the temptation of a double life.  Those same alluring qualities are manifesting themselves in today’s world of social media.  Businesses are selling their souls on Facebook and Twitter to remain beautiful while secretly leading a double life that can be corrupting, if not disfiguring. 

The young developed and made Facebook and Twitter.  The teens and twenty something’s got social media rolling and businesses quickly realized that Facebook was not only wildly popular, but commercially enticing.

Companies are now using Facebook and Twitter to paint a portrait of a young and hip persona. Hot music, cool products and trendy catch phrases are the rage.

But this is where the double life becomes an issue.  Companies generally aren’t run by hip, trendy people.  Bosses are often bean counting, curmudgeons, with budget and computer limitations.

Trouble for a company and its social media comes when policy collides with trendy posts.  The young are quickly disillusioned with companies that talk a good game but fail to live up to today’s new social media-driven business standards.

A recent example is Target.  The Minneapolis-based retailer built a strong following on Facebook but had a disaster when an on-line sale of Missoni products produced a run that overwhelmed its web site and caused a PR disaster involving customer service. 

Now, nasty comments seem to be the rage, literally, on Target’s Facebook page.  The company posted a comment two days ago , weeks after the Missoni debacle, asking customers how fast they could get to Target.  Here is one response:

“That depends. How fast can you fix your suck-tastic baby registry so the thousands of women who are relying on it can get the customer service that they apparently wrongly expected from your company? How about you focus on that instead of pithy Facebook and Twitter posts?”

The young beautiful company on Facebook becomes the disfigured picture of Dorian Gray.    

Facebook is not going away.  Customers are going to look for companies on social media sites and they need to be there.  Just don’t get lost in the youthful vanity of your Facebook posts.  To quote the past generation, keep it real baby.

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 John McGory is a partner at Web Face, a social media and communications firm.  Web Face (http://www.web-face-solutions.com/)  consults with companies and organizations on Facebook postings, video and other social media and Internet needs.

Social media tips to avoid being crushed like Hank Jr.

By John McGory

“We have met the enemy and he is us.” 

Walt Kelly’s famous quote from Pogo sums up today’s world of social media.  Almost every day someone is made into an enemy with their complete lack of understanding of the power of today’s media.  The only thing more amazing is how quickly the world crushes the new-found enemy.

This week’s poor sucker is Hank Williams, Jr.  Good old boy Hank conjured up in his head the idea to create a metaphor sticking Adolph Hitler and President Barack Obama in the same sentence.  He should have stuck to singing. 

This was an act of career suicide.  Hank compared the most hated person of the 20^th century with a sitting president.  The comment defies logic no matter your political views.

There was a time in the not so distant past where a slip of the tongue could slide by without a person committing professional hara-kiri.  Those days are now simply quaint memories.  It took ESPN less than 24 hours to pull Hank’s theme song from Monday Night Football.

So another person is turned into an enemy of the state by ill-conceived comments, videos or tweets.  How can people learn from this never-ending cycle of personal destruction?  A couple of columns ago we discussed the importance of combining ideas and how that leads to genius. 

Here are some ideas that will prevent you from social media suicide.  We will combine some educational disciplines to teach basic social media lessons.

1.      Not-so-free speech: Speech is no longer free.  If you combine lessons in math, English and government, it becomes clear that you can calculate what it costs in income to carelessly exercise your right to freedom of speech.

2.      No pictures please: Do what you can to stay off camera.  Studying visual arts, career counseling and math can teach anyone how a mobile device has the ability to make your $100,000 college education worthless.

3.      Personal decorum:  Combine concepts from law, history, sign language and sociology and you will soon learn that any derogatory language, reference or gesture on film or in the written word can and will be used against you.

4.      Caught in the act:  Blend concepts from visual arts, health, sex education, computer technology and law and you will soon see how videos of drinking alcohol, taking drugs, sexual activity or criminal acts shown on the Internet are never easily explained and often lead to criminal prosecution.

5.      New ideas:  Understand basic education to see how topics like outrageous metaphors, revisionist history, new math and creationism should be vetted by at least three people who aren’t close friends before you verbalize it on camera or in public.

New media is a challenge. It may be too late for Hank Williams, Jr. and many others, but you still have a chance.  Just remember we are our own worst enemies and we have to learn to protect ourselves from ourselves.

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In Your Webface is brought to you by Web Face, a Columbus marketing, social media and communications company.  Learn more at www.web-face-solutions.com.

Social Media Response Times

By Martha Wilson

You wouldn’t dream of allowing your phone to ring off the hook, or let a customer go straight to voicemail. In today’s business climate, responsiveness is the key to your company’s success.

If your organization has embraced social media (and if it hasn’t, it’s missing out on major customer connections) what’s the next step? You must consistently respond – to  Facebook comments, e-mail questions, tweets, and Blog posts.

First, post your hours of operation on your profile page to let customers know what to expect. If you aren’t monitoring your pages at 3 a.m., say so. That way, you won’t turn off the insomniacs.

Customers who email expect you will acknowledgement their request within one to two hours. This is especially true when you’re dealing with a complaint. Other email messages should be answered in 24 hours.

Twitter is a more immediate challenge. You should try to respond within a half hour. If your customers are tweeting, they expect more immediate feedback.

Facebook communication is a 24-7 thing. But if someone files  a complaint, you’ll want to respond in under an hour.  Questions and other customer service issues can be handled in under two hours. You should weigh in on general conversation or comments within a day.

Blogs and Forums require the same attention as Facebook – that is, daily.  Remember that best practices mean you respond at least within a day.

Social media is a more effective, more direct, more instantaneous way to say, “This company cares and this company responds.”  Businesses need to learn to adapt, and adapt quickly.

Fast food restaurants get it.

McDonalds, Wendy’s, and Chick-Fil-A have all captured more than a million fans on their Facebook pages. They are versed in “fast” as a key driver for customers. Wendy’s had an astonishing 20-minute response time to more than 6,000 posts in January 2001, according to Jason Falls, founder/editor of Social Media Explorer.

What’s the secret? These companies, understanding the strong correlation between responsiveness and engagement – hire people to do it.

If you communicate with your customers through social media, or are considering it, make the time to respond. It’s the smartest way to attract and keep your client base.

Martha Wilson is an associate at Web Face, (http:web-face-solutions.com), a marketing and communications company that will help you listen to and respond to your clients on social media channels.

Are Universities Today's Living Dinosaurs?

By John McGory

Social media is the greatest “do-it-yourself” communications tool of all time. Unlike the printing press, telegraph, telephone, radio and television, social media unleashes the power of the individual to communicate to the world.

Social media puts the printing press into each of our hands.  It makes us television producers, columnists and telegraph operators.  We can form and enrich relationships with people around the world and down the street.  “Social” in this context means much more than a “howdy-doo neighbor.”

This medium is still in its infancy. We will determine what it grows up to be.  Our hands are on the controls. How will it change us?  Here are a few potential areas. 

Social media will further democratize knowledge.  The printing press took the power of knowledge away from the Church and made it secular.  Social media will do the same to large institutions.  Universities, governments and corporations will face challenges.

Advertising will not be the obtrusive ogre that has stalked us for decades.  People will exchange information among peers regarding products and services.  Companies that abuse our trust will suffer.  Television, radio and newspapers will not hold the captive audiences they once did, so molding public opinion will be challenging.

Politics will see rapid change.  Like-minded people will find it easier to collaborate on issues.  Politicians will bypass traditional media sources and speak directly to the people, but this freedom comes with a price.  Politicians who lie to the public will be sent packing.  Campaign contributors may wield less influence as social media reintroduces democracy to our political system.

Social media will drive down profit margins.  The flow of information among people will expose cost differentials among similar products.  Businesses will need to keep up with lower-priced competitors or face the consequences.

So how does a business prepare for such tumultuous change?  Here are a few simple “do-it-yourself” activities:

1.  Get training on how to effectively use social media. Owners need to quit pretending social media is a fad and understand its implications to business.

2.  Review your advertising mix and track its effectiveness.  If certain forms of your advertising have slumped it may not be due to the recession.  Fundamental changes are taking place and it may be time to try new strategies.

3.  Tell the truth.  The fastest way to oblivion is deceiving your customers.

4.  Don’t oversell when using social media.  How bored are you when someone tries to sell you insurance at a cocktail party?  Social media is the same.  Bores will not be tolerated.

Social media will change the world forever.  Its power is not yet fully understood.  What is established, however, is that we are not going back to traditional advertising, politics and business as usual. 

Aldous Huxley’s wrote in Brave New World that “When the individual feels, the community reels.”  Social media allows the individual to feel and tell his friends all about it.  The community is beginning to reel.

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 John McGory is a partner at Web Face (www.web-face-solutions.com) , a marketing and communications company that helps businesses and organizations prepare for the future. 

When Peanut Butter Met Jelly

By John McGory

Dean Keith Simonton, in his 1989 book “Scientific Genius,” suggests that geniuses are superior because they form more novel combinations than the merely talented.

Exciting new opportunities or experiences are possible through novel combos.  When peanut butter met jelly, magic happened.  The same can be said for Monday nights and football, sizzle and steak, Oreos and milk, spandex and clothing and recliners, remote controls and flat screen TVs.  Once the atom of creativity is split between entities, the fusion of genius is created.

The rush to social media for business applications is impressive.  Companies of all shapes and sizes are creating Facebook fan pages, Twitter accounts and blogs.  But in many cases, rather than creating magic, these efforts are provoking ire from the boss who wonders why they are paying someone to tweet, “Have a nice day.”

Like Einstein and energy, mass and the speed of light, astonishing business results come from the combining of ideas.  It takes a truly creative mind to fuse unlikely combinations that turn a zipper into Velcro.  But it doesn’t take Lennon and McCartney to put together simple social media and business ideas to make sweet music.

Think strategically about how your company uses its newsletters, blogs, social media and web sites in tandem.  These vehicles need to act in unison to create community and eventually drive traffic to your web site.

After scratching our collective heads over our own web site, social media channels, blogs and newsletter, we at Web Face decided to coordinate two or three messages at a time.  Here are some non-techie ideas on how to put it together.

1.  Create a blog.  Keep it short, in the 150-to-500-word range.  Make it topical, interesting and fun. Entice the reader to want to know more about your company without pushing a hard sell.  If you have different topics, create several blogs and include a link to your web site.  Write catchy headlines.  Hire talent if you don’t have the staff to create attention.

2.  Create an email newsletter.  In the newsletter put two or three teasers about your last few blogs.  Link the blog so people can find it.

3.  Tweet your blogs and post them on your web site or Facebook page.  Track your blogs to see where your traffic is coming from – your tweets, your Facebook page or your newsletter?    

4.  Track which topics drive traffic.  Improve the system as you progress.

The key is to take a couple catchy blog ideas at a time and promote them using the social media tools available.  This combo of your ideas and social media tools will bring more customers to you.  It isn’t peanut butter and jelly, but this simple lesson on combining ideas can bring a new appreciation of the power of the Internet.

John McGory is a partner at Web Face.  Web Face (www.web-face-solutions.com) can help you combine the ideas that will make your company’s social media efforts soar.

Vaudeville Tips for Going Viral in Peoria

By John McGory

Does your social media business plan “play in Peoria?”  If not, then consider a few 100-year-old tips from the vaudeville stage to attract an audience to your tired Facebook act. 

Vaudeville was the main form of entertainment in our country from the 1880s through the early 1930s.  The term vaudeville came from the French phrase “voix de ville” or voice of the city.

Social media is today’s vaudeville.  Our “voix de ville” comes from Facebook, Twitter and LinkedIn.

The original vaudeville show was a series of separate, unrelated acts grouped together on a common bill.  Comedians, singers, dancers, Shakespearian actors, jugglers, freaks and anyone else who could entertain an audience shared stages across America.

Entertainers strived to refine their acts to work their way from the small towns to the big-time venues of New York and Chicago.  “Will it play in Peoria?” was vaudeville’s mantra, as promoters knew talent would shine through no matter where it played.

The similarities of vaudeville and social media are hard to miss. Many gather on common digital platforms these days to provide entertainment, social commentary and business, all on the same bill.  Statistics show that more than 90 percent of Americans work to be noticed in the social media theater.

Yet many businesses still struggle on the social media stage.   They strive for the big time but too often end up getting the hook.  Here are five vaudeville principles that apply to your social media efforts. 

1.      Keep it clean. Vaudeville promoters passed out blue envelopes each Monday to acts that used lewd language or themes, warning them to change the material or be blackballed.  Off color content will repel more people than attract. Keep your web sites, Facebook pages and Twitter accounts PG clean.

2.      Know your audience.  Vaudeville comedians drew on numerous accents for their acts.  They would not, however, make fun of Germans in a town full of Germans.  They made fun of Italians.  (ba-dah-bing) Be relevant, not repulsive.   

3.      Content rules.  Milton Berle, the late vaudeville and television comedian, said it took 18 months to two years to develop seven minutes of good stand-up comedy.  Having quality social media content takes time, effort, talent and continuous editing.      

4.      Pay for talent.  Telling a joke does not make you a comedian.  Hire the talent to make your web site and social media channels crackle with excitement.  The business owner is the promoter, not the act.

5.      Keep it current.  Audiences in 1920 wanted to hear Swanee, not By the Old Mill Stream, which was so 1910.  Vaudeville audiences wanted fresh, exciting and fun stuff.  Your audience wants the same.  Update your social media material on a regular basis.  If it never changes, you’ll be playing to an empty house.

Keep these ideas in mind as you try to attract an audience for your business.  And who knows?  If it plays in Peoria, it just might go viral!

Why do you think most business social media campaigns don't attract an audience?  Too boring?  Visually unappealing?  What one tip would you give to make a social media campaign zing?

John McGory is a partner in Web Face, a Columbus communications and marketing company that will help your company “Play in Peoria.”

Social Media Crisis Management

by Martha Wilson

Most of us find it hard to imagine what Rep. Anthony Weiner was thinking when he committed a serious social media faux pas by tweeting out near-naked photos and inappropriate comments to young women. While social media can be a minefield, when used correctly it is not a dangerous entity. In fact, it’s standard practice for smart companies to use Facebook and Twitter to manage negative publicity.

As Weiner discovered, juggling multiple Twitter accounts can be a challenge. And while nothing could have saved the New York congressman’s job, the best tack to take in a crisis is to acknowledge, apologize and use humor to move on. When a Red Cross employee recently tweeted about buying a six-pack of beer for the chapter’s entire blood donor base, Red Cross embraced their “human voice.”  They tweeted an apology and admitted the mistake.

The guilty employee also jumped in with apologetic tweets.  Right away, consumers loyal to the brand weighed in with supportive comments, reminding people that mistakes are human. In short, most said, “Hey, we’ve all been there.” 

The brewery even encouraged customers to join the Red Cross blood drive. “Brand evangelists (people who believe in your product or company) want to see you succeed,” says mackcollier.com.

Before you jump into a fray, consider pondering these crisis-situation questions offered by Walter Shrabe at fusedlogic.com:

·       Is the information factually accurate or inaccurate?

·       Is the responsible person, account or organization credible?

·       Which platforms are being used for the negative activity?

·       Does the responsible party understand the technology they used and the community they reached?

·       Is there current conversation you can research related to the incident?

·       What was the sentiment of the initial responses to the negative statement?

·       Is the discussion growing in size or is it isolated?

Once you’ve answered these questions, it’s time to respond using the social media platforms that reach your audience and customer base.

A final thought from Bloomabq.com: “It’s important to remember that corporate reaction through social media can’t change facts, but it can build (or rebuild) confidence among customers that they will get what they pay for.”

It’s likely Weiner has a long way to go to rebuild, but Bloomabq’s advice is worth remembering.

Martha Wilson is an associate at Web Face, a communication and marketing company helping clients stride through the minefields of social media