Blogs, Twitter, Facebook — social media provides so many ways to reach out to consumers and clients. How do you know what format is right for your brand or business? The first step is understanding how each of these social media platforms works.

Twitter: Twitter is a microblogging platform; you have exactly 140 characters (about the length of a text message) to convey a quick bit of information. Twitter is frequently compared to a cocktail party — there are a variety of conversations all going on at once, and you drift in and out of several at a time. Twitter can be used to direct followers to blog or Facebook posts, or to offer quick snippets of information.

How to use Twitter: Your brand needs a distinct voice to be heard in the crowd. Don’t just share links to blog posts or contests; talk about more than just your brand.

Facebook: Facebook is the online coffee shop, where friends meet to catch up and find out what’s new and cool. Facebook allows you to share multiple mediums — blog posts, photos, videos, quick snippets of information — with fans, in a format that is more detailed than Twitter’s. Keep in mind, though, that your Facebook updates show up in your fan’s feed in between updates from their actual friends; like Twitter, think of this as a conversation, not a billboard.

How to use Facebook: The best Facebook feeds are those from brands who are able to personalize their business. Successful brands have a voice — and sometimes a face — behind their Facebook updates, someone who makes the brand feel like a friend, not a company.

Blogs: A blog is old school social media at its best. Blogs allow you space to talk in detail about your brand or product, to provide consumers with in-depth information or inside scoop. But keep your blog posts relatively short — no one wants to read a dissertation-length treatise on why you’re the brand leader — and make sure you’re posting consistently. You’ll never create a following if your posting schedule is something akin to “once in a blue moon.”

How to use a blog: Keep blog posts focused and tightly edited; provide readers with enough detail to keep them engaged and informed. Make sure that your posts have a voice and a point — and, ideally, some type of narrative. People love a story, because it gives them a way to relate to you — or your brand.

No matter what platform you choose, there are a few general rules to keep in mind.

Updates — no matter what their length — should be well-written and grammatically correct. It’s ok to draft a Tweet or Facebook status update in the way you would draft a blog post; just because you’re limited to 140 characters doesn’t mean you can’t carefully edit what you’re writing.

Engaging in a social media forum means being social — take time to engage with your fans, followers and commenters. And don’t stop at responding to conversation they direct at you; engage with them on their own ground as well. The cocktail party analogy is useful here — no one likes the guy who only talks about himself. The same is true for brands.

Finally, if you’re going to use social media to reach clients and customers, make a commitment to do it right. Designate or hire someone to manage your blog and update your Twitter and Facebook feeds. In order to create a significant online presence, you need someone who can be online for a significant amount of time each day.

Engaging with consumers via social media requires a commitment of time and resources, but the return is amazing: you will create a community of fans who are loyal to and enthusiastic about your brand. And that’s absolutely worth the effort.

Photo via Twitter.

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We all know that social media is the way to connect with customers, but as a business or a brand, how do you know who to turn to for help? Everyone seems to be a social media “expert” these days, but not all experts are created equal. There is an art to using social media successfully, particularly to promote a brand, but having a Twitter account does not make someone an expert. Here’s how to vet your expert or agency and get the best possible help with your social media outreach.

Be wary of any social media “expert” who isn’t already using social media, and using it well. Your consultant or agency should be able to speak, from experience, about all of the outlets that he or she is recommending your business engage with — as well as being able to recommend outlets you hadn’t thought of (after all, this person is the expert). They should also be able to explain, in simple, understandable terms, how to use these platforms, and how to choose the ones that will be of most use to you and your customers.

Ask for details on how they will use social media to grow your brand. The agency or consultant should be able to articulate goals and timelines — 500 Facebook fans in the next 30 days, for example, or 10 Foursquare check-ins per day at your brick-and-mortar location, or three blog posts per week featuring your brand or product — as well as offering strategies for achieving those goals.

Have your expert submit writing samples. Social media relies heavily on the written word; if your consultant will be updating your brand’s blog, Facebook page, or Twitter feed for you, be sure that their writing is up to your standards. You are looking for interesting, relevant, grammatically correct content. If the consultant or agency has a Facebook page or Twitter feed that they can share with you (either her personal accounts or another client’s), look those over carefully; feel free as well to ask for sample posts relevant to your brand.

Keep an eye on the conversation. Hiring a consultant to manage social media outreach for your brand doesn’t mean that you’re off the hook. Follow your brand on Facebook and Twitter; read your business’s blog. If you see something that’s not working, let the consultant know and if you see something you really like, let them know that, too. But remember: they may be the social media experts, but you’re the brand expert. Together you can create a voice for your brand and a community for your business.

Looking for examples of businesses and brands that are succeeding at social media? Some of my favorite Facebook pages are listed below including a few clients of Creative Concepts; these brands have a clear voice and an excellent sense of community, and always offer well-written, engaging status updates.

Hayden-Harnett

Road ID

Matchbook Magazine

Cherokee USA

Bigelow Tea

Ecover

You should follow us on Facebook and Twitter!

But in our post-9/11, post-Hurricane Katrina, post-An Inconvenient Truth society, something changed.  Suddenly, people were concerned about the environment, and about energy, and about the impact their daily actions might have on the planet’s future.

In the aftermath of this green awakening, people needed a way to ask questions, share suggestions, pitch policy reforms and raise environmental concerns.  Thus, from blogs to YouTube to Facebook to Twitter, social media became the hub for a wide array of environmental discussions — and today their collective conversation is louder than it’s ever been.

Blogs: The Spark for Green Journalism

Before the mainstream news media embraced the green movement, impassioned individuals were using blogs to bring attention to the environmental issues they were personally concerned about.  These grassroots movements flowered, and today some of the most trusted (and highly-trafficked) sources for green news are blogs like Grist, Sustainablog and TreeHugger.  In turn, larger news organizations like the New York Times and the Huffington Post now have blog channels dedicated to green content, further validating the environment as a mainstream subject.

Green News Travels Fast

A simple search of Twitter hashtags like #sustainable, #green and #EcoMonday reveal that hundreds of green conversations take place on Twitter every day.  Equally impressive is how often brands and corporations enter those conversations to share related tips (and to promote their related products and services).  This real-time information exchange helps brands monitor topics of interest to their customers, but it also means that breaking news like the BP gulf oil spill quickly becomes common knowledge (and stays in the public eye for months), making it harder for companies to manage the spin.

Common Bonds Create Communities

As young mothers become increasingly aware of the ingredients they’re introducing into their children’s lives, “green mommies” have become a swiftly-growing subset of the “mommy blogger” community, championing a renewed emphasis on natural and organic foods, fibers and cleaning products (like those made by our client, Ecover).

This same unifying “green” thread can be found in other eco-responsible communities, including designers, chefs, fashionistas and anyone seeking a little lifestyle improvement.  This provides consumers with universal access to information, support and resources, and it provides ecological brands with unified audiences to poll, connect with, learn from and sell to.

Greenpeace vs. Nestle: When Facebook Becomes a Battlefield

Sometimes, brands who use social media for sales and marketing find themselves trapped in a PR conundrum because they forget a basic online truth: they don’t control the conversations that happen on their channels.  For example, when Greenpeace activists hijacked the conversation on Nestle’s Facebook page, Nestle was slow to respond (and clumsy when they did), which caused the company to seem both evasive and dismissive.  News of their snafu spread like wildfire, causing Nestle a lengthy and time-consuming PR headache — and, ultimately, led to Nestle agreeing to meet Greenpeace’s demands.

It’s hard to imagine that kind of outcome occurring a decade ago, before social media provided the green industry with a collective voice.  And it’s fascinating to wonder where such a hyper-connected green future might lead both a green-obsessed world and the ecological companies that serve their needs.

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Image by Ken Colwell via Fickr.

While the merits of that question can be debated endlessly, we here at Creative Concepts do know one thing for sure: whatever “wrong” happens to be, it sure feels good to know we’re doing something right!

Sometimes, validation comes from metrics.  Social media can be unpredictable, so when the numbers prove that our theories (and campaigns) are bearing fruit for our clients, we feel good because they feel good.

Other times, validation comes directly from the clients themselves.  We’ve been working with some of our clients for more than 5 years, which means our methods are working for them.  And every time we sign a new client, or expand our responsibilities with an existing client, we know that we’re all moving confidently forward in a positive — and profitable — direction.

And then there’s the validation from our peers.  For example, when we read Mashable’s recent list of 10 Tips for Posting on Your Brand’s Facebook Page, we digitally high-fived ourselves because we already do each of these things for our clients. (See for yourself on their Facebook pages.)

Client love, new work and metric boosts are what keep us active and engaged, but there’s still nothing like reading a major advice column and realizing we’re already ahead of the curve.  (And we haven’t even had our coffee yet!)

Wondering what else we know?  Follow us on Facebook and Twitter!

You may use social media to increase brand awareness, build a loyal community or manage customer service, but make no mistake: you are always selling.

Every tweet you send is a pitch.

Every Facebook status update is an advertisement.

Every YouTube video is a commercial.

Your company’s social media presence might provide the most friendly, engaging and community-oriented experience any human being has ever had online… but it’s still a sales tool.

This shouldn’t be surprising.  Think about your brick-and-mortar store, or your corporate headquarters, or your fulfillment center.  Why do any of those facilities exist?  To sell products.

Your store is a point of sale.

Your office is where you manage your employees… so they’ll increase sales.

Your fulfillment center is where product is shipped… completing sales.

Your customer service center helps keep customers happy… so they’ll buy more.

So while social media may be about “conversations” and “communities” — and we’d never deny that those are the social structures which make these tools useful — when it comes to brand interaction on these channels, the bottom line is always, always sales.

You tweet to give your followers a snapshot of your company’s personality… so they’ll buy more from a company they can relate to.

Your Facebook page gives your customers a place to ask questions and provide feedback… so you can optimize the sales process.

Your YouTube videos can be funny, informative or inspirational… as long as they incite viewers to buy what you’re selling.

Be as social as you want.  Be talkative, personable, informative and entertaining… but always be selling.

Because just being interesting won’t keep the lights on.

Learn more from us on Facebook and Twitter!

Image by Gerard Stolk via Flickr.

Here’s a dirty little secret: you don’t need a degree, a portfolio or any experience to make a living at social media.

All you really need is a website.  (And, if you’re really fancy, a blog.)

Because the barrier to entry for this emerging field is still so low, the social media industry has been plagued by hundreds of self-appointed “gurus,” “experts” and “ninjas” who’ve never actually worked for a client, but they’re eager to convince you that their “expertise” will improve your business and make you a smashing success online — even if their expertise only consists of reading the blogs written by the people who actually do it for a living.

Fortunately, we at Creative Concepts are happy to give you a few tips to help tell the legitimate service providers apart from the social media charlatans.

5 Questions to Ask Your Potential Social Media Agency

Q1: “How long have you been managing social media for your clients?”

Granted, longevity is only one indicator of success.  But the longer an agency has been in business, the more likely it is that their collective experience can improve your bottom line.

(Our answer?  Since 2005.  Yup; even before Twitter.)

Q2: “Have you created any campaigns I might have seen?”

Again, a caveat: some social media successes occur far below the public radar, especially in terms of B2B or niche markets.  But if your potential agency has been working with brand-name clients (and can furnish portfolio proof thereof), it’s a good indicator that other decision-makers have considered them to be a smart hire.

(Our answer? While Ouidad and Ecover may be niche-specific brand names, and while you couldn’t have seen the internal media we created for Pitney Bowes, you just might be one of the 11,000 Facebook fans we’ve helped attract to the Bigelow Tea Facebook page.)

Q3: “What do you consider some of your greatest social media successes?”

This is really a two-pronged question: it allows the agency to list any wins it’s collected (even if they’re not “mainstream”), and it gives them an opportunity to explain how they judge their own successes or failures — via sales, traffic, engagement, awareness or any other metrics they might favor.  That way, you can see how your expected needs and their areas of expertise overlap.  (HINT: If they can’t point to a positive impact on client sales, you should be skeptical.)

(Our answer? Now that our clients list Facebook as one of their top 10 sales drivers, our clients’ YouTube videos have received industry awards, and both we and our clients have been invited to speak about social media at industry conferences, we think we’ve had quite a few successes — and counting!)

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Image by respres via Flickr.

“But I have diverse interests,” you admonish. Yes, we humans are multifaceted and capable of complex thinking. It stands to reason that there are many layers to our personalities and a slew of skills.  But as we grow, the fabric of our individual lives becomes more demanding and intense. Some of the peripheral stuff falls away, becoming less important. We emerge specialized because playing football, baseball, hockey and running track becomes too much.

Too much activity. Too little focus.  Too many conflicting priorities. Too little depth of field.

Business is similar to those sports dynamics. A company that chases products which complement existing suites doesn’t necessarily make a smart choice with their pursuit – even if research indicates market potential. Sometimes they’re just chasing rainbows trying to reach dollar signs. Similarly, a company that designs for the masses doesn’t ensure profitable success or even mass appeal (revenue). They may just be throwing spaghetti on the wall to see how much will stick.

According to a 2010 survey of 1,800 executives by Booz & Company:

• A great majority of executives (64% of the survey respondents) say that their biggest frustration factor is “having too many conflicting priorities.”
• Executives report that their biggest challenges are (a) ensuring that day-to-day decisions are in line with the strategy (56%) and (b) allocating resources in a way that really supports the strategy (56%).

The lesson?

1. You Shouldn’t Chase Every Promising Opportunity.
2. Your Business Can’t Afford To Be Vanilla.

Bolting on a new line to your existing business requires more than an additional balance sheet or square footage in the warehouse. It requires coreography of the entire business.  Designing your product or service for the masses means you’ve targeted the lowest common denominators in an effort to swim past a couple of low-level checkpoints. Is that really a long-term growth strategy?

This type of incoherence and lack of strategic focus drains employees and cripples organizations. It compromises resources and weakens results.  Very little actually gets shipped.

It comes down to this: all the pieces added together have to total 100%. Just how many ways are you willing to spit your energies?  Fewer cuts may just equal more reward.

Image from Stella Blu on Flickr.

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If you think writing novels (or blog posts) is hard, try tweeting for a living.

In most forms of communication, the audience invites you to spin your story and enchant them over time.  Even a 30 second TV commercial gives you half a minute to make your pitch.

But on Twitter, you only have milliseconds to capture someone’s attention as they scroll through a nonstop litany of links, promotions, inside jokes and regurgitated news stories, desperately in search of something interesting.  If you’re not immediately captivating on Twitter, your boring tweets will be buried under an avalanche of similarly blah messaging in the blink of an eye.

So how do you manage to stay interesting on Twitter, day after day?

Here are 11 tips that we at Creative Concepts have developed internally on behalf of our clients to help them stay competitive in Twitter’s attention market:

1. Every tweet is a headline. For centuries, newspaper editors have been writing great headlines to draw attention to dense blocks of text that might otherwise go overlooked. Imagine that every tweet you send is going on the front page of The New York Times, and that you’re single-handedly responsible for increasing the paper’s circulation.  (No pressure, right?)
2. Be useful. “Interesting” is always a matter of perspective, but “useful” actually provides a service.  You may not be dazzled by the prose of a tweet, but if you want (or need) to know what it’s pitching, you’re far more likely to click.
3. Be direct. Addressing someone with the @ symbol in front of their Twitter handle ensures that they’ll see what you have to say.  (Now, just don’t be spammy…)
4. Be brief. The shorter your tweet is, the easier it is for others to add their own commentary as they retweet you — and people love adding their own two cents to your discussion.
5. Solve a problem. We search Twitter to find out what kinds of problems our clients’ customers (and potential customers) may be having, and then we help our clients offer their customers solutions via links to products, blog posts, or just good old-fashioned advice.
6. Remove doubt. People like to know what works. By sharing the positive reviews and accolades that others have tweeted about your products and services, you’re letting potential customers know that your existing customers would recommend you — because they just did.
7. Say thank-you. When you see kudos about your brand, thank that person directly. They’ll appreciate knowing that their kind words helped make someone else’s day.
8. Become an information resource. What are the hot topics in your brand’s industry right now?  What is everyone talking about? What is no one talking about? By sharing information about those topics great and small, your brand becomes your customers’ curator for a larger conversation about the field or the industry itself.
9. Be funny. Humor travels fast on Twitter, and while everyone’s sense of humor is different, a brand that can laugh at itself is a brand that others are more likely to take seriously.
10. Be positive. Twitter is occasionally a traffic jam of complaints and customer service debacles. Be the upside that cuts through the clutter and you’ll stand out simply for taking the high road.
11. Be yourself. What you say is important, but so is how you say it. No one stops to read a brochure, but they’ll linger to overhear a private conversation. Deliver your messages honestly and authentically — and in your own voice — and you’re less likely to be confused for an easily-ignored marketing robot.

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Image by Angie Muldowney on Flickr

If anyone can publish a blog, create a video or launch a meme, you’d think that Twitter, Facebook and YouTube would be the empires of the new, with the latest self-made stars forever in control of the cultural conversation.

And you’d be wrong.

A recent report from HP Labs confirms the exact opposite: the most popular sources of information on Twitter are actually traditional news media outlets like CNN, ESPN and (egad, a newspaper?) The New York Times.

Why?  Because people like to share information that impacts wide audiences, and because traditional media still has information-gathering resources and robust distribution platforms that “new” media can’t live without.

In other words, no matter how easy social media makes it to talk to others, people still need something to talk about.

Is that “something” your business?

It could be, if your brand is worth the buzz.  But even topical companies need more than just a social media hook to catch and hold an audience’s attention.

A tweet is gone in an instant.  A Facebook update crawls off the page and out of sight.  A YouTube video might be shared for weeks, months or years as new viewers continue to find it… but what’s driving them to it in the first place?

Periodic fame is always the cumulative result of widespread general awareness — and that includes mainstream publicity.  Is your company poised to take long-term advantage of short-term PR success?

Ask yourself:

• Is your social media team working hand-in-hand with your traditional PR and marketing teams?  (Or, even better, are they fully integrated?)
• Do you share your brand’s mainstream media mentions with your social media audiences?
• Are you trumpeting your online successes in offline media?  (Don’t forget: newspapers and magazines still write about the Internet.)
• Does your media contact list include reporters from all branches of journalism?
• Do your print ads include icons and URLs where interested customers can find you on Twitter, Facebook, YouTube, etc.?

Remember: whether it’s physical or digital, all ink is good ink, as long as it gets people talking about you.

And you can talk with us on Facebook and Twitter!

Image by Blue Mountains Library on Flickr.

Nothing makes a brand (or that brand’s agency) happier than seeing how much their customers love their products and services.  And when that love is shared in public via social media, so much the better — especially because that love is so often eclipsed by the increasingly public habit of complaining about bad customer service.

By now, we’re all used to seeing our friends rant about their latest perceived “retail fail” on Twitter and Facebook.  And the proactive approach that companies like Zappos and Comcast have taken to address these complaints publicly has created an expectation among casual customers that every complaint is valid and deserving of a swift response.

In our opinion, this is entirely understandable.  Social media is all about now, and when someone’s upset, they’re justified in expecting a quick remedy from companies who claim to care. In fact, we at Creative Concepts advocate proactive customer service among all of our social media clients, and we strive to help them create and employ practices that will turn those potential negatives into ultimate positives once a customer’s concerns have been alleviated.

But that very practice is what makes seeing unabashed (and unprompted) exhibitions of brand love from our client’s customers that much more rewarding.

Last week, a customer at the Ouidad salon enjoyed her hair care experience so much, she live-tweeted her experience throughout the day, including passing along tips from her stylist.  Needless to say, this made Ouidad’s day — and ours, since we were watching right alongside! ( In fact, it reminded us of a similarly enjoyable moment we observed last year, when a New York blogger shared her Ouidad hair model experience via Twitter and blog format.)

And here’s a helpful Twitter tip: if you really love a brand, make sure your tweets about them DON’T start with the @ symbol.  Why?  Because of the way Twitter categorizes conversations:

• Tweets that begin with @Ouidad, for example, will only be seen by three kinds of people: Ouidad, the sender of the tweetm and anyone who’s following both the sender and Ouidad.  (That’s probably a small cross-section of people who might see the tweet.)
• Tweets that include @Ouidad but which start with any character other than the @ symbol will still be seen by Ouidad, but they’ll also be seen by everybody who follows the sender.

Therefore, if you REALLY want someone to know about your awesome brand experience, make sure your tweets aren’t addressed solely to the brand.  That will give your praise the widest possible audience, and put an even bigger smile on the face of the employees who’ll be elated to see just how much you really love what they do.

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