How To Refresh Your Social Media Strategy

It's a new year, with new resolutions.  Thought this might be a fitting topic for my first post in a long time.

How did you get here?  You started your organization's social media campaign with a strong strategy, got great feedback and saw your numbers grow.  But then time progresses and you start to notice that even though you have more fans or followers, your interaction with this community that was once so engaged has dwindled.  And although touting the numbers important to your CEO (how many fans/followers you have) impresses the outsider, you know that things just aren't going as well as they used to.  Your social media has gone stale.  But why?

The problem with that question, is that once you've asked it, social media has ceased to be a part of your larger marketing strategy.  Year after year you do not outline and execute the exact same marketing strategy, you devise a refreshed strategy that is in keeping with your organization's goals.  So why don't you do the same with your social media?

Let's go back to the drawing board. 

  1. Why is your organization on social media?  Think about your organization's goals and your target audience.  Are you using social to attract new customers or serve the ones you already have?  Is it a assisting to sales or providing customer service? Or does it need to be all of those things? 
  2. Take an inventory of all your social media accounts.  Are they all still necessary? What will they each be used for?  Since they all cater to different audiences, how will you distribute your content across each? 
  3. Make sure your new social media strategy aligns with your marketing strategy!

We literally sat down one day and went through every asset we had.  We looked Facebook, Twitter, LinkedIn, Google+, YouTube, etc., and decided each account's purpose, what content would be distributed and re-evaluated whether or not we really needed all of them.  No two platforms had the same purpose and content distribution and our overall strategy aligned with our marketing goals for the year. 

Next year, we'll use this same process to re-evaluate our social media strategy.  And though the social media tools may be completely different, the process will remain the same.

Facebook Promotions Guidelines: Not Much Has Changed

I got a call today from a colleage and friend who had heard through the grapevine that Facebook now allowed any kind of promotion, due to new terms of service.  Excited (and yet a bit skeptical), I quickly looked up their terms of service and promotions guidelines.  At first glance, it's an entirely new policy.  New format (organization-wise), more explicit language, and so forth.  But once you get down to reading the actual terms, it actually doesn't say much more than the previous version.  Now, I admit that I am quite the packrat, not the most admirable quality, but at times like these, it pays off.  I had an old copy of the original promotions guideline tucked away in a file and pulled them out to compare side by side.  And here's what I found:

What's The Same

Pretty much everything.  You can't do any promotions whatsever under any definition of promotion/contest/competition and so forth by utilizing page likes, comments, status likes, etc.  So no promotions, period.  Or they'll block your page.  But you can use a third party application (which, by the way, Wildfire seems to be the favorite, judging by this.  Just click on "Create Your Own Promotion" and it leads right to their homepage). 

What's Changed

Uhhhh... Well, they added language to cover Places.  And.... Oh, now you don't have to contact a Facebook customer rep to get approval for your third party application (apparently a near impossible feat if you don't have a $10,000+ account with Facebook ads).  And that's it. 

Why?

With a free social media outlet, you have to find a way to create revenue.  By contracting with specific third party applications, they both place a control on promotions and get a cut of the proceeds at the same time.  Which is great in terms of content control and finding another revenue stream.  But if you're a nonprofit or small business, these "new" terms really don't change anything.

For those of you who are interested, here's the old terms and the new ones so you can do your own comparison.

Click here to download:
FBTermsfeb2010.pdf (91 KB)
(download)
Click here to download:
FBTermsDec2010.pdf (24 KB)
(download)

Who's Going to Pay For This?

Logistics.  It's a word that's been running through my head the past few weeks, because it seems to be something that most people don't think about.

I've been immersed in event planning and discussion about area improvements lately and I keep running into the same problem: Everybody has big ideas about how they think things should be done, but they don't think about what it takes to actually implement those ideas.  I don't mean to discount anyone's ideas for programming or improvements, but when you suggest an idea and don't think the whole thing through, it's hard to actually take that suggestion seriously.  Whether you suggest to start a weekly outdoor music program or open more restaurants, you have to take the following into account:

  1. Who is going to implement this idea?
  2. Where is the location for the project?
  3. Do you have permission from the property owner or management organization?
  4. Do you have to change any city codes or regulations to accomplish your idea?
  5. Who is going to pay for this?

The last question is my favorite.  Who is going to pay for your big idea?  And don't say "the City, of course!".  Because that's not going to happen.  Maybe the nonprofit organization's who are already spread too thin and facing budget cuts? Not likely.

It's all fine and dandy to talk big about what needs to be done to create change, but when it comes down to it, you are still left with that simple matter of logistics.

I'll Give You Free Tickets If You Spam All Your Friends

It used to be that spam came from "companies" looking to scam you out of money or get you to buy Viagra.  You would get unsolicited emails from companies that bought your email address along with thousands of others (maybe from that bridal show you went to trying to win a free honeymoon), and hopefully your spam filter would separate out the muck from actual correspondence.

With the influx of social networks and a change in how we communicate, a new kind of spammer has taken shape.  Legitimate companies post spam on blogs, Facebook pages, etc. in an attempt to gain what they perceive as equity: increased followers/fans/"like-ers".  And all of this is in an attempt to, ironically, gain legitimacy through the form of those coveted followers. 

Look At Us, We're On Social Media!

Companies are taking notice of social media.  Large companies now direct people to their Facebook pages instead of their websites in traditional forms of advertising (See: Any commercial on TV).  The statistics on the activity in the social media world are staggering.  So companies that formerly shrugged social media off as a "fad" are now realizing they had better establish a presence.  But the problem is that they are not establishing a presence with the intent to accomplish anything beyond a presence.  They don't take into account how it fits into their marketing strategy, or how they can use it as a customer service tool.  Instead, they focus on the analytic that they deem the most important: fans and followers.  They spam Facebook pages with large fan bases, send out spam tweets and virtually stalk tweeters who barely indicate an interest in their line of work. 

Win FREE* Tickets!

*Spamming and thus alienating all your friends and followers is required to be considered for entry.

Even nonprofit organizations have jumped on board!  Nonprofits and for-profits alike encourage individuals to retweet their posts, post about the organization on their walls, etc. in order to win tickets to shows.  Some make the process ridiculously complex, requiring the individual to retweet the organization's tweets multiple times per day, solicit friends to become Facebook fans, and thus turning the individual into a spammer.  In the end, the organization has not built up any valuable equity and the individual has simply spammed all their friends for a couple of tickets.  It's a lose-lose situation.

How Not To Be A Spammer

Companies, rethink your social media.  Integrate it into your marketing strategy.  Think about it from a user perspective.  Find ways to engage people in ticket giveaways without attempting to create an army of spammers.  And then, you might be on your way to actually understanding social media.

Retweet this and I might buy* you a drink.

Nonprofit "Emerging Leaders": Why They're Calling it Quits

I attended the Americans for the Arts Summit in Baltimore this past June.  One of the most interesting panel discussions was at the Future of Leadership session.  They discussed the young arts administrator, trends in employment (in the past, people would start a job and stay there for years; young leaders today stay for three max) and the need for arts administrators to be a jack/jill of all trades.  As they were discussing the various topics, a little nagging thought came up in my mind.  Near the end of the session, I asked “I’ve noticed that in today’s world there is a lot of high turnover in arts organizations.  Why do you think this is and what do you suggest the organizations do to keep their future leaders, and what do the future leaders do to keep from burning out?”  The panelists discussed how arts organizations need to keep their future leaders inspired, constantly reminding them of the good they are bringing to the community.  At the same time, they were realistic about the economy and the fact that working in a nonprofit arts organization means having to make sacrifices in terms of salary.  One of the panelists, Edward P. Clapp, Editor/Project Director of 20UNDER40, gave an example of one of his friends who worked at an arts nonprofit and was thinking of taking a second job at a fast food restaurant to make ends meet.  At that point, Clapp said, it was probably time to look for another job. 

While there was discussion on the topic, I felt like it really just touched the surface.  What are the challenges that the nonprofit organization faces to keep its future leaders?  And what are the challenges that the future leader faces that keep them from actually becoming that leader in the arts?  To answer these questions, I took both what I knew as a nonprofit administrator and also surveyed fellow nonprofit administrators.  The interesting part was that we all had the same answers.

Lack of Funding

A nonprofit arts organization in today’s economy faces a multitude of challenges.  Funding is probably the primary challenge, with a decrease in the number of donors and the amount donated, and deep cuts in funding from the city.  These financial problems lead to layoffs, smaller budgets, and a heavy reliance on the sole sources of revenue, such as admission, ticketing and membership.

People who go into the nonprofit job field are prepared for limited funding.  They are even prepared to take a lower salary than they may get at working for a corporation, because they simply love working for the organization and are passionate about the services the organization provides to the community.  But in this economy, slashes in funding are cutting deeper, as meager marketing budgets turn into nonexistent marketing budgets and organizations are forced to let go some of their employees.  So the nonprofit administrator is left with no budget and in fear of losing their job.

What’s the Point?

In addition, there is nothing the media loves more than a negative story about a nonprofit arts organization.  It doesn’t matter if it is blogger who hates the arts organization and littered their blog post with so many incorrect facts that the only semblance of truth is the name of the organization, the media will still pick it up and promote the hell out of it.  Anything negative is immediately pounced upon as “good news”, opening up the forum for uneducated articles and comments that simply lead to a sea of misconceptions. And in a small organization where there are just a handful of employees, once you start reading how your organization is doing a terrible job with it's marketing and there is only one employee doing marketing, it's hard for that one employee not to take that personally.  You really start to think, "What's the point in working eighty hours a week to provide a service to the community if no one actually seems to appreciate it?"

Stretched Too Thin

With a lean staff, arts organizations are forced to ask their employees to fill in the spaces and go above and beyond their job title.  Many jobs evolve way past a job description.  A single person in an organization could be a marketing manager, membership coordinator, graphic designer, tour guide, event coordinator, and website programmer.  And that’s just the page one of their three-page job description.  You get to the point where the only resource you actually have is your time, so you have to become a workaholic for both the sake of your job security and your organization's well being.

"Supporting" Nonprofit Organizations

Nonprofit organizations are sometimes what makes a city great.  Whether a city is known for a vibrant downtown, innovative art programming or historic museums, nonprofit organizations are economic drivers that few recognize for their true contributions.  One of my favorite arts statistics, from the 2002 Ray Perryman economic impact study of the arts in North Texas, is that for each dollar invested in the arts, $298 is reinvested in the community.  And that was in 2002.  That's the hotel rooms booked to see a rare exhibit, the restaurants visited before attending the theater, the workers and supplies for creating opera sets, etc.  Yet, despite the apparent economic impact of the arts, they are still seen as a "luxury" and the first thing to get cut when times are bad. 

We can brag about the accomplishments of our nonprofit organizations to attract tourists and business, but without providing financial support, we doom those organizations to failure.  And in an economy such as this, people start to feel entitled to certain things.  I have seen several postings complaining about the fact that you have to pay to attend museums, for example.  We're talking about $10 here. But the complaining party feels that the arts should be free to everyone and that they are entitled to the enjoyment of the arts without having to pay a dime.  What people don't understand is that the admission price is a vital part of the museum's funding.  In an age where nonprofits should be run like a business, I have two questions for people with that "entitlement" mindset: 1) Do you expect a for-profit business to provide free services?  If not, why would you expect a nonprofit to do so? and 2) Which would you rather, to pay admission to a museum or to have no museum to attend in the first place? 

At the end of the day when you complain about a nonprofit organization either in a blog or in the media, what are you actually accomplishing?  You've exercised your right to free speech.  You've discovered that there are some people who agree and disagree with your assessment.  And.... that's it.  So in essence, you have accomplished nothing.  Instead of complaining about an organization, offer your volunteer services to that organization.  Help them revisit their marketing strategy, evaluate urban planning, raise funds, etc.  Now, you have helped create change, as opposed to just talking about creating change.

An Uphill Battle

I read a tweet once from someone (one of those who just talks about creating change) which stated "The people working for the Arts District are fighting the good fight, but it's like pushing a rock up a hill".  I remember thinking "Wow.  Thanks for the vote of confidence," upon reading that tweet for the first time.  But then after awhile I realized that what he said was true for all nonprofits.  We are continually fighting an uphill battle, one which we will never win.  Nonprofit organizations struggle against funding cuts, media bashing and a lack of community support all for a cause in which they passionately believe.  And it is that passion that will keep the emerging leaders in nonprofit organizations from leaving.  The challenge that nonprofit organizations face is how to keep their future leaders from losing that passion and burning out too soon.

what do you mean, you don’t eat no meat?

You’ve heard time and time again not to trust anyone that says they’re a social media expert – they’re probably peddling snake oil.  

I have actually some experience to back up this warning as well.  I was introduced to a consultant who dubbed herself a social media expert.  We discussed some of the projects she had worked on and the organizations she had worked with, and I noticed that the only outlets she was discussing were Facebook and blogs.  So I asked, “And what about Twitter?”  The response: “Oh, I don’t do Twitter”.  I felt like the aunt in My Big Fat Greek Wedding when she finds out that the fiancée is a vegetarian and says “What do you mean you don’t eat no meat?!”  How can you be a social media expert if you do not embrace at the very least the most popular and groundbreaking forms of your so-called area of expertise?

Last weekend, I went to the Americans for the Arts Summit in Baltimore and attended their social media session.  First of all, even if it’s a Social Media 101 type of session, you can always learn something new.  Secondly, I have found myself teaching others about social media, particularly nonprofit organizations, more and more frequently and am always interested in other people’s approaches.  The presenters made the statement about halfway through the presentation that “if someone tells you that they’re a social media expert, run away because they are probably selling you snake oil.”  I was following the twitter stream for the conference and one tweet in particular stood out to me that referenced that statement.  It basically said, “What are you supposed to do when you are in a social media session and they tell you not to trust a social media expert?”  That got me thinking: We tell people not to trust those who deem themselves social media experts, but we never tell them why. In all other fields we trust experts because they are the best at their craft, the foremost authority.  Why not trust a social media expert?

While people may warn you against the social media expert for the sole reason that usually they are peddling wares they can’t actually deliver, even the people whom we would consider social media experts do not categorize themselves as such.  They refer to their talent as a passion for social media, or characterize themselves as a social media specialist, adventurer or explorer.  

Because there is no such thing as a social media expert.

Social media is a continually evolving medium.  MySpace, Facebook, Twitter, YouTube, Flickr, Google Buzz – It is all constantly changing and who knows what will be the next big thing.  While the basic principles will remain the same, there is so much room for change and there is so much out there that it is literally impossible to claim expertise across the board.  

But I don’t think that we need social media experts (the real kind).  The beauty of having people that are immersed in the social media world who reject the label of an “expert” is that these are the people who are interested in exploring, developing and growing with the medium.  With people like that, who needs experts?

ready. set. go.

I've been saying I am going to start a blog for... well... about a year now.  And today I decided, what they hey.  Let's just start it.  I feel like I have so much to say that just needs an outlet.  There are so many things that I want to explore further, but doing research and compiling information really doesn't have a point unless there is an audience to share it with.  So, here we go!  Please feel free to share any thoughts or suggestions!