“I’m in the #bath”
Nothing generates more debate and
exemplifies the perceived problems with Digital Marketing and Social Media than
the high profile, often highly publicised, crumbs of consciousness emitted by
‘A’ and even ‘Z’ list celebrities, in 160 byte-sized bursts.
Welcome to the world of Twitter!
Before I try
to explore the business areas where Digital Marketing and Social Media can make
a very real contribution to professionally planned and managed marketing activities,
it is worth recognising that vast numbers of people, for whatever reason, are
actually interested in the day-to-day minutiae of celebrity lives. Lady Gaga
and Justin Bieber have followers numbered in the tens of millions, larger even
than the total populations of whole countries.
This has
been labelled as ‘ambient intimacy’ and is an effective approach to build
familiarity, favourability and interest for the ones being followed. These are
all very recognisable and desirable outcomes for those with a background in or
experience of PR.
Though it
may be difficult for many to comprehend the underlying rationale for such a
following, this reality could actually present a market opportunity, if these
followers were to represent a significant target segment for your marketing and
communications activities.
Think of
Twitter as a subscription based news or information broadcasting service where its
readers (Followers) can choose to subscribe and follow the articles (Tweets) of
their specifically chosen authors. Each author has a unique name starting with
an @ symbol.
Twitter was
designed for compatibility with SMS text messaging, giving the well known 140
character limit for the content of a Tweet. What can you say in 160 characters?
Not much admittedly, though some people try, with varying degrees of success!
Once you use
Twitter, you will soon realise that most Tweets actually contain a link to a
web page, typically shortened by one of the many tools available, to reduce a lengthy
web address to fit within the 140 character limit. This link very quickly and
dramatically increases the utility of a Tweet, directing the follower to a
place where they can access extensive and interesting information, videos,
music or whatever. Twitter is a wonderful tool for sharing news and commentary.
Recent examples, related to the ‘Arab spring’, show just what a powerful system
Twitter is for broadcasting breaking news, often in advance of the major media
agencies. As with the BBC charter, used in this way, Twitter can be a powerful method
to inform, educate as well as entertain.
How then can
we sort through the tens of millions of Tweets to identify those in which we
may be interested? - and how can we make sure that the Tweets we send can be
found by those with whom we wish to communicate? Twitter has an excellent and simple indexing
technique called the ‘hashtag’.
Putting the # symbol in a Tweet before a chosen
keyword or words (e.g. #marketing) will add it to the Twitter global index. A
subsequent search will find Tweets containing this hashtag. Read these Tweets and
‘Follow’ authors who interest you. You can quickly learn what people think
about your company, your products and possibly you!
The top 10
‘hot topics’ on Twitter are displayed and updated in real time on your screen,
giving you an insight into the things that are being actively discussed.
Although by default Tweets are public, it is possible to write directly and privately
to other Twitter users. Just think of the possibilities for customer
engagement, having identified those with strong positive or (maybe more
importantly) negative views about your products and services. Now you can
conduct market research in real time and on a global basis.
Consider the
opportunity that this presents to marketers.
Though it is
not widely realised, it is common Twitter etiquette to follow back those that
follow you. In this way it can be very quick to build a community or interest
group clustered about a specific, product, service or organisation.
Once you
have established such contacts, you can conduct brand and business based
conversations with your current or potential customers. Satisfaction surveys, consumer
input on new product developments and online sales promotions all become possible,
much more quickly and at a fraction of the cost incurred using non digital
techniques.
Twitter
therefore provides a platform for indentifying audiences and market segments
with specific interests and opinions. It allows us to develop contacts and
build intimacy with them and engage in a meaningful two-way conversation,
regarding those interests which we both share. We can now achieve all this,
much more effectively and efficiently than has ever been possible in the past.
Of much greater
value for marketers than the news that.....
“I’m in the #bath”.
Follow CDMA on Twitter @citydigital