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Archive for the ‘Content Strategy’ Category

The case for a wordentity

Wednesday, July 28th, 2010

One of my colleagues is a lover of portmanteaus. I have never really caught onto its subtle power, but when I was writing today’s post, I was inspired to create a new term for a new era.

You see, it has become apparent to me that while marketers spend a large amount of money (and time) having their visual brand identities designed into glossy (or is it matte these days?) finish printed ‘brand bible’, the identity of their brand’s written identity gets a scant page in the book – as if it is an afterthought of the whole identity. Somehow, what the brand says isn’t as important as the 4 pages on logo protective space! Yet, getting your linguistic style down is not only a cost-effective brand exercise, it is vital to the survival of your brand in the age of content.

Looks can be deceiving

You can look high-class, dress with style, and keep your brand’s visual identity right on trend. But, if your brand speaks like a thug, or (worse) uses language that is neither the right style, nor the correct vocabulary to fit your audience, you are probably appearing like the well-styled party goers who opens his classy-looking mouth only to reveal he is a boor (or a bore).

Wordentity – your identity in words

This new movement is a way to redress this apparent oversight. It’s elocution lessons for businesses that want to look and SOUND like the brands they are. No sense having a website that fails readers with generic platitudes. A wordentity will empower your brand, giving it the power of words to match the speed of the visual.

You might call a wordentity a ‘content strategy‘. It gives your content context, meaning, and raison d’etre. It’s the brand book for writers, content contributors, editors, freelancers, email writers, bloggers, comment-ers, advertising copywriters, and any one else you work with who creates the words that give your identity meaning for your audience.

What’s in a Wordentity?

To give the same care and attention to a wordentity, that visual books get, we need to spend time getting the pieces right. But, I think for a start, I would want to include:

  • Tone of Voice – what do you sound like? Inspiring? Supportive? Emotional? Angry?
  • Manner and Language – how do you put your words together? What kind of language do you use? Colloquial? Educated? Streetwise?
  • Style – do you use certain terms that might be confused with other industries (ATP)? Do you reject certain terms (spellings) for others? Are you an Internet or internet business? Do you email or e-mail?
  • Good and Bad Examples – this is key to any identity manual. Show the writers example of what you expect, and of what you reject. If it ‘ain’t’ your brand, show them why.

We’re looking for your wordentity ideas

Do you have a good wordentity story? We are so committed to the wordentity movement that we are devising a competition for your stories. We’ll post in the next few weeks with details, but start thinking up your entry now. Join us in the great groundswell for wordentity guides!

By Steve K.

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Who shares wins

Friday, July 16th, 2010

Many people, many businesses, are naturally extremely nervous of criticism. The idea that someone, anyone, might have anything less than complimentary to say about them strikes fear into their heart. The very notion that there are cruel people out there who’d try to undermine all the belief, the emotional investment, the taste and decency of your organisation with barbs and bad vibes can often play an important and often unhelpful role in determining how organisations go about presenting themselves, the ways in which they market themselves.

A whiter shade of pale

Their blogs, their social media and their web copy content, in an effort to not incite criticism, will often attempt to present a general message, a magnolia wash of platitudes designed to avoid offence.

By failing to identify and address a clearly defined audience this blanket ‘catch all’ approach to online marketing is also guaranteed to offer a far less effective ROI than a campaign based on addressing a clearly understood audience with the type of content and communication they can easily engage with. Define your audience – aim and fire. Be prepared to ruffle feathers and to take a stance in the process. “Polarize People”, says Guy Kawasaki. Unless you want you and your marketing to dissolve into the ether, he’s right.

The critics won’t be placated

Too often companies live in fear of inciting a negative reaction. One bad review or a couple of negative comments out of a hundred and which one will carry the most weight? What will you naturally focus on? The bad news of course. Just because it’s human nature to zone in on the negatives doesn’t mean that we should let the fear of  misunderstanding carry too much influence.

Seth Godin says: “The critics are never going to be happy with you, that’s why they’re critics. You might bore them by doing what they say… but that won’t turn them into fans, it will merely encourage them to go criticize someone else. It doesn’t matter what Groucho or Elvis or Britney or any other one-name performer does or did… the critics won’t be placated. Changing your act to make them happy is a fool’s game.”

Who shares wins

Turn your back on these lost causes. Trying to please the wrong people will only tie you in knots. From the outset focus attention on those who you can genuinely please. Then focus again. Do your homework, define your best customers and then go after them with a passion. Hone your messages, laser guide your proposition then over deliver. Good enough isn’t good enough.  Give them exceptional. Exceed expectations and share a piece of you. Your story, your voice. Amaze, entertain and engage your advocates. After all – they are the ones who matter.

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The Links effect – spray on SEO appeal

Friday, July 9th, 2010

An essential component of any successful internet profile is an ongoing and considered link building strategy. It’s pretty simple really – no inbound links means no decent search engine positioning.

As strong as your pulling power, your links appeal, might be on paper, you simply won’t turn into a link magnet overnight.   Inbound links won’t magically appear of their own accord until your site has evolved a reputation and a following. Until a critical mass takes hold – a critical mass that only you can nurture.

You may well have dynamite content and have on-page optimised your new site to within an inch of its user friendly and aesthetically stunning life, however, if you’re not actively out there contributing, helping out, sharing your value, winning friends and influencing people the future could be a pretty lonely place. Whilst the cool kids are partying at the top end of Google you could find your self consigned to you virtual bedroom with nothing more to sustain you than well thumbed Stephanie Meyer paper backs and mad uncle Dave’s Mission albums. Out of sight, out of mind and quite possibly going out of your head with frustration.

It’s time to roll out the graft and the guile. Time to get out there and get stuck in.

Hand build your links over time – a little every day.  Small wins that all conspire to create a healthy, authoritative link neighbourhood. Pace yourself and understand clearly that this a  sustainable web profile is built over time.

Use Google to find ongoing link targets. Blog regularly and turn those blogs into press releases, articles, pod casts and videos even, then submit them web-wide. Share your best content with relevant blogs and commentators. Have an active social media profile. Reciprocate links, feeds your blogs through RSS directories. Guest post, answer questions on Social Mention.  Think and link local – universities, newspapers, council, business directories.

A link building silver bullet? It doesn’t exist. Link farms and agencies will try sell you short cuts -  don’t follow them. You’re as likely to meet the Google penalty wolf as you are to get to grannies cottage.

As Google says :”Not all links are equal”, so rather than wasting your time and energy sourcing links that hold little and will only leave you standing on the edge looking in build links that will add genuine value to your search positioning.

by Martin Williams

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3 little words that should mean so much more

Monday, June 28th, 2010

I’m a dad, so I spend an inordinate amount of time sounding like my own dad. It’s really quite scary to me. I catch myself saying about 100 times per day, “what do you say to X?” after my kids receive whatever it was they were asking for.

Invariably, I get the kind of response that I probably used to give my dad, “thank you.” But kids seldom mean it when you goad them into it like that. It’s like “sorry” – that word hardly ever crosses their mouths without a great deal of persuasion and/or yelling.

Now, what I wanted to blog about today was those 3 little words, but not from my kids, from businesses.

The Hollow Response

How many websites have you been to where you went through the arduous checkout process only to receive a curt “Thanks – your order has been submitted” robo-response?

Or the horrible auto-robo-email-response “Do NOT reply to this email.” Why? Don’t you care about me?

These little auto-responses are the biggest missed opportunity in your content strategy.

Be a Grown Up

You want to know what feels so wrong to me? Those auto-responses sound exactly like my kids do when they have been cajoled into saying ‘thank you’ or ‘sorry’ – they are written like those businesses don’t really mean it. Just once, I’d like to get a confirmation page that confirmed for me how absolutely excited and happy the company is that I made it all the way through their checkout and actually bought the damn thing.

“Thanks Steve! We’re so glad you bought ABC123 from us. We will send you an email right now to confirm your order. We’ll also let you know if anything gets delayed. Okay? If you need to contact us any time about your order, your number is 123456 and you can reach us at contactableanytime@abc123.com.”

Thank you pages and error messages (sorry messages) should sound like a real, honest person said them, not a robot. Because like real life, the people on the other end of the computer have feelings. They are precious.

Want an example of what to do with your customer interaction points like thank you’s and auto-responses? Here’s what I got from BT in a text message when I switched to their broadband*

This is to confirm your BT order. We’ll send you more information by email and letter. Thanks for choosing BT.

Here’s what I thought was good:

  1. It was timely. I received that text within 30 minutes of hanging up from the sale.
  2. It was relevant to me. I wanted to know if the order went through like they said it would.
  3. It sounds like a person wrote it. It is in a casual tone and uses first person ‘we’. Nice.
  4. I chose BT and the context for them to say so is correct. If I had complained, I wouldn’t want that message. I’d want a ‘Thanks for staying with BT’.
  5. I also received the email they promised and it was written THE SAME WAY.

“If you don’t mean it, don’t say it” is what my mum told me. And that’s true in business too. Mean what you say and say what you mean. And don’t forget to say ‘thank you’.

* Please note that we do not (currently) do any work for BT and that we don’t necessarily endorse their products over anyone else’s. We just liked it and thought others should know that the content was good. But if you’re reading this BT, you can always get in touch with us to talk more about your content. Thanks

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Social Media is rubbish

Thursday, June 17th, 2010

Unless you know what you want to achieve.

Let’s not get carried away here. Sure, it’s good talk. It’s by committing to communication, to engagement, to ‘the conversation’ that we are able to impart knowledge, to learn, to develop and build our know how and to grow our businesses. Social media, social search, the social web, is a truly amazing marketing opportunity.

Talk for talk sake? Why?

To simply regard business and especially online business as just a giant virtual water cooler around which to discuss the merits of flat back fours, share skateboarding cat videos or complain about vuvuzelas is surely missing the point. Beyond the superficial ‘join the conversation’ mantra  it’s vital to clearly identify why you are participating, to define your place in the e-scape and to identify a succession of measurable and achievable wins. Without a clear understanding of the bigger business picture your online presence will stumble and fall. What’s worse is that the chances are you won’t even recognise  your underachievement. You’ll be so entangled in the web, so wide eyed and strategyless that missed opportunity will slide silently  by.

It’s a results business

Talking a good game is all well and good but you and your company will be judged in results. It’s a results business. End of.

Individually we all know how easy it is to get distracted online, checking your email, going onto twitter, following a link here and a link there, watching a video. Before you know it you’ve spent half the day wading through the Bowie back catalogue or speaking to long lost school friends on Facebook.

On a company level without defined objectives and a disciplined approach to fulfilling them it’s so easy to take your eye off the ball, to get swept along with the sheer sociability of the social web.

Don’t be shy

Let’s be honest here. You have an agenda. You want to sell something, to promote something, to build exposure, to develop your brand. Don’t be shy. Do it! Use social media, blog, engage, content share, converse.  But ONLY if it aligns with your online marketing strategy and your objectives.

Admit this (even if it’s only to yourself). Social media is rubbish… unless you know what you want to achieve. The conversation is not the destination. It’s the journey. Keep your eye fixed firmly on the prize.

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The pillars of premium, propping up a heavyweight brand

Wednesday, June 16th, 2010

A very well known European drinks brand approached me a couple of years ago greatly concerned by some internet rumours regarding the composition of its product. Some rather alarming (and unfounded) claims were being made about the use of chemicals in it.

The real problem was that the brand in question had never communicated any information about its product, the drink in question itself and what it was made from. What we needed was product story powerful enough to put pay to the false accusations and reassure consumers that the product experience lived up to the brand image.

The answers presented themselves by taking a close look into the brand architecture at the pillars of premium: the three striding colossus of brand substance.

The first pillar is authenticity. The brand had plenty of this with nearly 150 years of trading history. What was needed was for the copywriters to set to work to streamline the key messages and restructure the heritage into a more readable fashion.

The second pillar, credibility, was structured around the brands long-standing connections with movie stars, building a sense of internationalism. There were plenty of memorable anecdotes, quips and quotes that could be recounted and brought into play.

The third pillar, quality, was where the real detail came in. The drink was made from over 40 natural ingredients. To make it easier to digest we selected 12 and told a small story about each one. This then became a great piece of content about craftsmanship using Mother Nature’s finest ingredients.

Together, these three pillars formed the foundation of a really compelling new product story that didn’t just quash the internet rumours but gave consumers a whole new outlook on a brand they had been consuming for many years.

Written by Graeme Strachan

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