The Social Media ProBook by JESS3 and Eloqua


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One of my most favorite projects with Joe Chernov. We developed it as a follow-up to the Social Media PlayBook, published a year prior. This version drew on the expertise of social media managers at major brands and industry experts to provide insights and tactical solutions to the growing universe of social media.

The Social Media ProBook by JESS3 and Eloqua

  1. 1. copyright Eloqua and JESS3 Except where otherwise noted, content on this site is licensed under a Creative Commons Attribution 3.0 License  Tweet #ProBook 2011 12 Social   Media   ProBook
  2. 2. Social Media     ProBook Table of Contents   Foreword By Steve Rubel A few years ago at a 2007 Paley 04 05 07 08 10 12 14 Center confab, Cisco executive Steve Rubel is EVP Daniel Scheinman predicted that, Whatever New How to Operational A Day in the 8 Critical Elements to A Day in the of Global Strategy in the future, content would find us Happened Entrants Organize models Life of... Scaling Globally Life of... and Insights for through our social networks, rather Edelman. He is than requiring us to seek it out. to…? by Brad Internally By Jeremiah Scott by Ekaterina Walker & Adam a highly visible Flash forward four years later by Jesse Cohen by Joe Owyang Monty Bryan Rhoads Singer thought leader and and there’s no doubt he was right. Thomas Chernov writer on media, Increasingly relevant information - technology and whether it be from brands, the media or digital culture. individuals - is finding us through our His insights can social networks. However, with everyone be found at www. and their mother creating content, standing out is becoming only more challenging. Enter this guide. Eloqua and JESS3 have once again pulled together an all- star team to share their best practices in social media. However, talk is one thing. 16 17 18 20 22 24 25 Action is another. Thankfully, the the team proved it   With this resource, Usage Writing for A Day in the Practical A Day in the Influencers Infographics had the know-how to stand out in an age of too much content and not enough time. They cleverly gave custom avatars it’s clear that you’re Guidelines by Leslie Facebook by Jeff Life of... Liz Uses for Geo Life of... Jamie by Leslie Bradshaw & Joe Chernov by Robin Richards to each author. When I saw these popping up on Facebook I was curious in good hands Bradshaw Widman Philips by Chris Thompson Grenney where they came from and was able to track down the source - and of course get my own. to navigate the challenges.Eloqua Social Media ProBook Eloqua Social Media ProBook 30 32 33 35 36 37 38 A Day in the How PR Do You Wikipedia   10 “Rules” Index Epilogue Life of...  people Believe in Funda- for  Social All people By Leslie Tweet This! Frank should Life After mentals Advertising mentioned Bradshaw Eliason  think Likes? By William By Leslie in this about Measuring Beutler Poston ProBook  social Social media Business by Sarah by David2 3 Evans Armano
  3. 3. Flickr: The popular photo and FriendFeed: FriendFeed Google Wave: Google April 2008. Later that year, the video sharing site launched out of launched in 2007 as a social networking Wave is – err, was – a real-time company introduced MySpace   Vancouver in 2004. Acquired by Yahoo! aggregator that connected a user’s communication and collaboration Music, driving new traffic to the site. just one year later, Flickr grew into an profiles across multiple social networks platform that launched in May 2009. An By 2011, however, MySpace had laid online home for more than 51 million to display information in a single, invitation-only roll-out led to high off more than half of its workforce users and 5 billion images. But as Facebook-like feed. Facebook acquired demand, with some users auctioning off and has since dropped from a top 10 Facebook and mobile photo services the service in 2009. Today, FriendFeed. their invitations. Once the initial buzz site in the Alexa rankings down to like Twitpic and Yfrog add options to com receives about 270,000 unique dissipated, users were slow to adopt the #77. At the time of this writing, News the photo-sharing market, Flickr has visitors per month, but because it’s a service and Google eventually stopped Corp. appears to be trying to sell seen a decline in their audience over the content / news aggregator, it shouldn’t developing Wave, citing a lack of MySpace for a fraction of its original past two years. The site is far from dead, be considered a priority social outpost interest. In late 2010, Google Wave purchase price. however, as accounts like The Official for marketers in the way that the moved into the open source Apache White House Photostream continue to “source” networks are. Software Foundation’s incubator and it Bebo: Launched in January drive traffic to Flickr. In some ways, it’s was renamed Apache Wave. 2005, Bebo was particularly popular returned to the purest version of itself Google Buzz: Google Buzz outside of America and appealed to a – that is, a hub for photography is a social network that utilizes Google’s MySpace: MySpace was younger audience. The social network enthusiasts. It never became the Gmail interface and Google Profiles. founded in 2004 and grew into one of hoped to distinguish itself from   Jesse Thomas is corporate marketing “outpost” some When launched in 2010 it was dubbed “a the world’s largest social networks. rival social networks through its JESS3’s founder, originally imagined. Google approach to sharing” and Less than a year after its launch, development of original content. CEO and executive generated a great deal of media coverage. MySpace had more than 5 million AOL acquired Bebo in March 2008 creative director. StumbleUpon: The Significant questions about privacy led members and, as a result of its for $850 million, but sold it for less He ensures that the StumbleUpon toolbar is an in-browser to lawsuits and complaints to the Federal (ephemeral) dominance, was than $10 million just two years later. highest levels of “engine” that helps users discover new Trade Commission. Though some issues purchased by News Corp. in 2006 for Since their purchase, Criterion excellence and Websites and rate them based on their have been resolved, current speculation $580 million. MySpace remained the Capital Partners has revamped   innovation go into preferences. The service was founded is that Google Buzz may be scrapped in largest social network in America and re-launched Bebo with   every JESS3 project in 2001 and grew to more than 2 million the near future. until being overtaken by Facebook in new features. and is considered users before being sold to eBay in 2007. one of the pioneers The founders have since reacquired the in the field of social company and increased the service’s New    media data user base to nearly 13 million. visualization. Jesse StumbleUpon has surged ahead of regularly shares his Facebook to account for 43% of all social insights at his media site referral traffic. The Forbes blog. community remains prominent in the field of social bookmarking (along with sites like Reddit and Digg). Entrants   Digg: Digg is the original social news Website. It allows users to submit and “vote up” stories that interest them. A darling of the early Web 2.0 community, Digg repeatedly decided against selling, preferring to remain independent. Though it raised additional funding and released By Brad Cohen Whatever     numerous new features, Digg has Brad Cohen is the hemorrhaged users and talent, director of strategy including founder and Valley superstar The most interesting discussions always begin at JESS3. He has Kevin Rose, who left in March 2011. As with the question: “What’s next?” The following is a experience services like Twitter help users handful of tools, technologies and social networks designing strategies consume news more efficiently, this that are making headlines. Note that we attempted that utilize social Happened     downward trend is likely to continue. to focus on platforms that offer significant media to leverage potential for marketers. As a result, some of our and coordinate Delicious:Eloqua Social Media ProBook Eloqua Social Media ProBook Delicious, a social personal favorites – such as stylized photo-sharing assets across an bookmarking Website, was founded in networks like Instagram and picplz – regrettably enterprise, 2003 and acquired by Yahoo! just two didn’t make the list. campaign, or years later. Its easy interface and initiative and cloud-based approach to bookmarking Micro-blogging services creating social To...?   made it one of the most popular online objects that resonate services of its time. After considerable LIKE Posterous and Tumblr within a target Tweet This! drama surrounding its fate, Delicious community while Facebook, LinkedIn and Twitter was recently purchased and will become conveying messages weren’t always the social media part of AVOS, an Internet venture Posterous: Posterous, like competitor Tumblr that are core to trinity. Any number of networks started by YouTube founders Chad (see below), is a micro-blogging platform that allows users brand initiatives. paved the way for their success. Hurley and Steve Chen. It’s unclear to upload and publish content – text, photo, audio, video He has worked with By Jesse Thomas Here’s the latest on a few foundational platforms. what will become of Delicious, though it has a sizable community pulling for it. – via browser, email, or mobile app. What distinguishes Posterous is its ability to allow users to publish blog Intel, Adobe, IBM and Nestle.4 5
  4. 4. entries simply by emailing the text and Qik: Qik allows users to record As public social networks are evolving, items and promoting products like shoes corresponding media to their account. and upload video directly from a mobile so too are their behind-the-firewall and apparel that can be worn or used in the Using a distribution platform similar to phone. The popular service is easy to counterparts. Services like Yammer game., Posterous also enables users use with YouTube, Facebook, Twitter and Chatter allow for secure business to “autopost” their articles / media to all major social platforms. Posterous’s strategic advantage is its ease-of-use for and other video-sharing platforms. Having won numerous awards for its functionality and technology, Qik was communications to happen in an environment that has all of the earmarks of social media. Social NETWORKS content creators and distributors. acquired by Skype for more than $100 Google+ Less than three Tumblr: According to many, Tumblr is the preeminent micro-blogging million. It remains to be seen what the future of Qik will be now that its parent is a part of Microsoft. What is Social Q&A sites months after Google CEO Larry Page famously tied employee bonuses to social networking product success, Google platform on the Web. Similar to Posterous, not in doubt, however, is that the mobile Quora: Quora has taken the unveiled Google+ (which, incidentally, Tumblr makes it easy to publish multiple broadcasting services Qik pioneered will media by storm. Although Q&A sounds startlingly similar to “Google media types (text, photos, quotes, links, be significant for consumers, advertisers sites have long lived on the Internet Circles,” a rumored social platform first music and videos) in a dashboard that and technologists. (Yahoo! Answers, for example), there reported by ReadWriteWeb’s Marshall experts like Mashable superstar Jennifer is something provocative about Quora. Kirkpatrick covered at SXSW 2011). van Grove have described as “killer.” YouTube Live: Recently, Given the company’s background – it Google+ is a new social network that While Tumblr also accepts entries from YouTube began the slow rollout of was founded by Facebook alums – it’s promises to make it easier for members email and mobile, the service’s true YouTube Live, a service that enables no surprise that Quora has been able to share information to “circles” of strength is found in its active community users to host a real-time video stream. to attract top business leaders and friends to whom that update is relevant. and design features. Tumblr allows users YouTube has been developing the service contributors. The mix of quality content Whether that differentiator is sufficient to customize their blogs into a remarkable for some time, grabbing headlines with social networking tool integration to lure people away from the familiar number of layouts, called “themes.” The when it live-streamed a U2 concert in has created a unique repository of blue halls of Facebook is, of course, tight-knit Tumblr community also allows 2009. Currently, YouTube has agreed to expertise. Quora has kicked the ball anyone’s guess. Google seems serious app development by third parties. provide live-streaming capabilities for forward for online Q&A sites. Will any this time. But history is not on their side. certain content partners with an eye on of their competitors still want to play? As corporate blogs become more, well, “corporate,” forward-looking brands are beginning to use hosted services like Posterous expanding it to the public. Brands are starting to adapt to live video, Focus: Focus has been around for longer than Quora, and, like Quora, Group buying Joe Chernov is VP of Content Marketing for Eloqua. He owns and Tumblr to establish “lightweight” blogs. and that’s where services like Ustream, it is an active site with a highly engaged Groupon: Groupon is a public relations, These properties help companies get messages, Qik and YouTube Live enter community. In addition to the Q&A deal-of-the-day Website that features analyst relations and and digital assets to market faster than they the picture. As bandwidth and streaming format, Focus also taps its “expert” discounted gift certificates usable at local social media strategy. could on a more rigorously managed corporate technology improve, the barriers between community to participate in online or national companies. It made headlines He blogs regularly on blog or Website. They are also valuable tools the consumer and content will continue Webinars, which are then turned into several times recently: once when it the company’s It’s All for organizations that support the “personal to fall. Companies will stream their own content marketing assets. The assets turned down a rumored $6 billion offer About Revenue blog brands” of select executives and spokespeople. corporate events, as well as interviews from are available for download, and Focus from Google, next when it aired Super ( Think of them as occupying the space between conferences. Feeds can run on the streaming uses them to capture leads to sell to Bowl ads many found offensive, and, and speaks pretty full-featured blogging platforms and Twitter. provider’s site, YouTube, the corporate advertising partners. most recently, in June 2011 when it much everywhere. Website, a microsite, blog, or a Facebook filed its S-1 in preparation for an IPO. “Live streaming” Fan page. People have questions, and Quora and Focus are two of the top sites for The Wall Street Journal estimated that Groupon could raise as much as $1 billion services like Enterprise social both individuals and businesses to get answers. LinkedIn Answers and Facebook on a valuation of $20 billion. Despite, or perhaps because of, these front-page Ustream, communications Questions are also part of this booming sector. news stories, Groupon remains the front- runner in the increasingly popular daily and Quik tools Social gaming deals / group buying category. LivingSocial: LivingSocial How to Organize     Ustream: Like its competitors Yammer: Yammer is a tool for is generally considered to be the biggest and Livestream, Ustream making companies and organizations Empire Avenue: threat to Groupon. The premise and provides video streaming for live online more productive through the exchange Empire Avenue is a stock market execution are similar to Groupon events. Originally conceived as a service of short, frequent answers to one simple simulation social game network. If that (Altimeter Group analyst Jeremiah Internally   to allow military members to talk to their question: What are you doing? Despite sounds like a mouthful, here’s a simpler Owyang has pointed out that there families while overseas, Ustream has the emergence of competing tools, explanation: It’s an online community is virtually no barrier to entry in this grown to include more than 10 million Yammer continues to grow rapidly and where members buy (using faux currency, category), but LivingSocial offers more registered broadcasters. Since 2007, introduce new features. It took top prize called “Eaves”) and sell virtual stock in deals focused on travel and hospitality. political, technology and lifecasting stars at the prestigious TechCunch50 in 2008 real people and companies. The game LivingSocial’s daily deal “experiences” have used Ustream to get their message and was used by 80% of Fortune 500 can be shared with friends for By Joe Chernov makes use of all of the tried-and-true out. The site is supported by in-video companies by September 2010. forms of social currency – badges, status additional benefits. advertising and will likely continue tiers, shout-outs – to create a “sticky” Chatter:’sEloqua Social Media ProBook Eloqua Social Media ProBook growing as its technology improves. community. It has been described as If you need more evidence that this is a “Organic” is generally themselves caught in operational answer to Yammer is Chatter, a “FarmVille for professionals.” hot space, consider this: by some accounts, considered to be a favorable weeds. Their efforts are likely to be The Justin of Justin. real-time collaboration tool for the there are as many as 100 different daily adjective. It connotes impeded by inefficiency, inconsistency tv fame started the live video site as a enterprise. Chatter, which allows Speaking of FarmVille, there any number deals companies in the United States alone. a healthy, maybe even and possibly even a lack of compliance 24/7 lifecasting stream in 2007. Justin. employees to share information of social games – many of which are Groupon and LivingSocial have combined to sustainable, product or with government requirements. tv has since moved beyond its self- securely with colleagues, may be one published by powerhouse Zynga and run raise more than a billion dollars in venture practice. But when used to Since this is the “professional referential beginnings to expand into of the building blocks of the cloud on the Facebook platform – that marketers funding. Moreover, existing Web 2.0 describe your company’s edition” of the Social Media Playbook, Tweet This! a site on which anyone can set up a computing giant’s long-awaited have begun to incorporate into their mix. giants are taking notice of the marketplace. social media structure, we will assume your organization channel. Like YouTube, the streams “Marketing Cloud” initiative. Salesforce. One technique is for a brand to subsidize Facebook made a big splash with Facebook organic is code for “chaos.” is committed to participating in the – and accompanying chat – are fully com appears to have doubled down on the cost of the participant “leveling up” in Deals, and services like Foursquare and Yelp Whether by design or by social Web. It simply may be trying embeddable. is ad-supported, this push, with a Chatter Super Bowl game-play if the individual watches an ad, are also working on their own variations. indifference, companies that to determine a safer, more efficient or but the open platform has periodically commercial and the acquisition of takes a poll or views a video published by Retailers and consumer brands need to think take a “let a thousand flowers more scalable model. Fortunately for led to challenges with policing Radian6 in early 2011. the marketer. Other integration techniques seriously about the role this new wave of bloom” approach to social media you, much of the heavy lifting has been copyrighted content. involve allowing users to buy branded group buying will have on their business.  participation will quickly find performed already. Jeremiah Owyang of6 7
  5. 5. Altimeter Group has published several must-reads, including the seminal “The Step One: First, Do gives you an opportunity to effectively write your own reputation. Step Three: diagramed several models that have been embraced by various companies you begin your program in earnest. Answering them up front will not only Career Path of the Corporate Social Strategist” report and the “Program No Harm You should also check with your organization’s legal department. Determine (See: “Social Strategy Getting Your Company Ready”). He has generously ensure the program runs efficiently, but it will also help you track performance. Plan: The Social media Center of Excellence” blog article. From a practitioner’s standpoint, Primum non nocere. First, do no harm. This phrase doesn’t only apply to the medical profession. It’s equally Some companies want staffers to add disclaimers like “these words are my own and do not reflect my employer” to Reasonable KPIs You have to measure something bigger contributed those structures to this book, and we have “JESS3-ified” their design. There are pros and cons Recalibrate in establishing a functional model for vital to social media. By now most their online profiles. and more strategic than the number of with each model, yet ultimately, the Real Time social engagement is a political and companies know that appropriate Facebook Fans or Twitter Followers. “Honeycomb” is the most aspirational. Stop engineering. Get out there and operational exercise. Following is one reliable way to operationalize social engagement in social channels creates opportunities across the organization’s Step Two: Marshal Sure you can, and should, track those tactical metrics. The smart money says Many high-performing companies seem to gravitate to the Coordinated or participate. Be human. Be personal. Be engaged. And if something isn’t working, media throughout your organization, including tips on how to secure the buy- in necessary for success: marketing, support, recruiting and even sales functions. But surprisingly few companies are also aware that Supporters Former US Vice President Al Gore your executives will love it. But you also need to track more. Decide what success metrics you are structured (and “Dandelion” models, depending on the size of the organization. See sidebar. don’t reengineer your entire model. Simply recalibrate. Slight changes over time will keep your program moving there are a number of activities that can land them in hot water with the said, “If you want to go fast, go alone. If you want to go far, go together.” Great funded) to measure, and then crosscheck those against what is likely to satisfy Establish forward. Inertia is your opponent; momentum is your ally. Being nimble Federal Trade Commission (and words of wisdom for social strategists. your executive team. This is where your Departmental enough to make real-time adjustments is the blogosphere). Step one should be to familiarize yourself with the Because virtually every department is a beneficiary of the company’s social executive sponsor can lend a hand. Although what each company “Social Media the key to your long-term success.    “Organic” is generally FTC’s “Guides Concerning the Use of Testimonials and Endorsements media efforts, it’s important that multiple voices are heard before you measures will vary depending on their business objectives and degree SLAs” You’ve got staff trained. You’ve secured Don’t Forget To considered to be a favorable in Advertising,” and then conduct build your model. Start by creating a of social media involvement, following a senior sponsor. You’ve established Say Thank You a workshop for staff so everyone SWAT team consisting of representatives are some areas to consider monitoring: a social business model that reflects Reconfiguring your organization’s understands what is expected of them from marketing, communications, number of new leads captured via social stakeholder needs. You’ve listened and “social” structure to be more efficient adjective. It connotes when they participate on behalf of the organization across the social Web. product, support, human resources and sales. Each member of the team should media, lift in search rank for key terms, increase in awareness in the media (both you’ve given. Now it’s time for the “ask.” If every department is a beneficiary and agile is not only hard work for you, it can also be uncomfortable for those who a healthy, maybe even Though it may sound contradictory, it’s also important to avoid scaring be an advocate for their department’s particular objectives. traditional and social), improvement in customer satisfaction, reduction of of social engagement, then every department needs to play a role in participate. It takes people out of their comfort zone. Translation: some eggs are off staffers who are inclined to join It’s also essential that you secure an customer churn, addition of new ideas organized participation. Without going break before this omelette is served. sustainable, product or your cause, but are fearful of making a mistake. To this end, think of your executive champion for the initiative. At some companies the presence of an for product development, and, of course, growth in top-line revenue.  content and people, social media is a racecar with an empty tank and no Be sure to recognize, cheer and learn from the earliest of the early practice. But when used to workshop as “guardrails, not red lights” – show them the safe path to follow executive sponsor is required to get staff buy-in; at others, the executive   driver. All show, no go. Establish Service Level Agreements adopters – you know, those people in your company who were off building Pick a Model describe your company’s for social success. Share constructive sponsor is easier to secure once there’s – or SLAs – with each department. In communities before policies or tips, make light of benign mistakes, a groundswell of staff interest. You Once you have heard from your which networks will they participate? guidelines ever existed. These are the and provide role models to emulate. need to decide what’s the best strategy colleagues and received the support How quickly will they respond on true vanguards. After all, they are truly social media structure, Don’t forget to give people a reason to get involved. Remind colleagues of the at your company, but because social media is a horizontal channel, a C-level of a top executive, it’s time for you to earn your “social strategist” title and Twitter? How often will they produce content? Is there a particular community the thought leaders and influencers in your organizations. Make sure they organic is code for “chaos.” adage, “You are who search engines say you are,” and emphasize that being actively involved across social channels sponsor is vital.  determine which operational model is most consistent with your objectives and culture. Jeremiah Owyang has they want to “own”? Are there others that don’t fit their needs? These are essential questions to ask before are applauded and empowered. They may just be your most important assets moving forward.  ORGANIC Organic Centralized CENTRALIZED COORDINATED Coordinated Multiple hub & spoke HOLISTIC “HONEYCOMB Holistic “honeycomb” “dandelion”SPOKE “DANDELION” MULTIPLE HUB &Eloqua Social Media ProBook Operational models Eloqua Social Media ProBook By Jeremiah Owyang Jeremiah Owyang is a partner with Altimeter Group (http://www.altimetergroup. com/). He also runs the highly influential Centralized: Notice that a central Tweet This! Web-Strategy blog (http://www.Web-strategist. group initiates and represents busi- com/blog/). We thank him for contributing hisOrganic: Notice that the dots (those using ness units, funneling up the social Multiple hub & spoke “Dandelion” notice how Operational Model illustrations with us. The social tools) are inconsistent in size and one Organic: Notice that the dots (those using Centralized: Notice that a central group Coordinated: Notice how a central a central Coordinated: Notice how group will Multiple hub & spoke “Dandelion”: Notice Holistic “Honeycomb”: Notice how each strategy to one group. each business unit may have semi-autonomy Holistic “Honeycomb” notice how each individual full content is available here (http://www. initiates and represents business units, set social tools) are inconsistentdirectly connected of employees are not in size and one help to provide an equal experience to other how each business unit may have semi- individual in the organization is social enabled, group will help to provide an equal with an over arching tie back to a central group. in theaorganization is social enabled, yet in a set of employees are not directly connected to others. funneling up the social strategy to one group. business units. autonomy with an over arching tie back to a yet in consistent, organized pattern. framework-and-matrix-the-five-ways- to others. experience to other business units. central group. consistent, organized pattern. companies-organize-for-social-business/).8 9