A 300-page iPhone bill from AT&T Mobility mailed in a box was the subject of a viral video by Justine Ezarik which quickly became an Internet meme in August 2007. Stories of unexpected billing issues began to circulate in blogs and the technical press after the Apple iPhone's heavily advertised and anticipated release, but this video clip brought the voluminous bills to the attention of the mass media. Ten days later, after the video had been viewed more than 3 million times on the Internet, and had received international news coverage, AT&T sent iPhone users a text message outlining changes in its billing practices. Two months later, the information technology magazine Computerworld included this event in its list of &quot;Technology's 10 Most Mortifying Moments.&quot; &quot;AT&T free msg: We are simplifying your paper bill, removing itemized detail. To view all detail go to att.com/mywireless. Still need full paper bill? call 611.&quot;
Module 7: Strategy and ROI Building the community
The Social Technographics ™ Ladder “ Taken together, these groups make up the ecosystem that forms the groundswell. “ By examining how they are represented in any subgroup, strategists can determine which sorts of strategies make sense to reach their customers.” Six groups: Creators, critics, collectors, joiners, spectators, inactives Groundswell.forrester.com
The Social Technographics ™ Ladder Forrester classifies people according to how they use social technologies. Can quantify the number of online consumers within these groups using our consumer surveys. Source: Forrester CREATORS CRITICS JOINERS SPECTATORS INACTIVES COLLECTORS
The Social Technographics ™ Ladder * Groups include people participating in at least one of the activities monthly. Creators make social content go. They write blogs or upload video, music, or text. Critics respond to content from others. They post reviews, comment on blogs, participate in forums, and edit wiki articles. Collectors organize content for themselves or others using RSS feeds, tags, and voting sites like Digg.com Joiners connect in social networks like MySpace and Facebook. Spectators consumer social content including blogs, user-generated video, podcasts, forums, or reviews Inactives neither create nor consumer social content of any kind. Publish a blog Publish your own Web pages Upload video you created Upload audio/music you created Write articles or stories and post them Post ratings/reviews of products/services Comment on someone else’s blog Contribute to online forums Contribute to/edit articles in a wiki Use RSS feeds Add “tags” to Web pages or photos “ Vote” for Web sites online Maintain profile on a social networking site. Visit social networking sites Read blogs Watch video from other users Listen to podcasts Read online forums Read customer ratings/reviews None of the above INACTIVES SPECTATORS JOINERS COLLECTORS CRITICS CREATORS
Step 1: Identify internal community Profile them: How do they participate? If you regularly ... Your profile is: blog, tweet, upload Creator write reviews, post replies Critic tag objects, use RSS Collector join a network Joiner read blogs Spectator do none of the above Inactive
Step 2: Matching Identify the comfort level for participating. Profile Example Goal Tools Creator amplify word of mouth blogs Critic product development wikis Collector market research RSS Joiner public relations social network Spectator canary in the coalmine brand monitoring Inactive getting started search
Step 3: Identify tools and objectives Tool Description Objectives Internal blog Multiple individual/group blogs For employees and interns only – gauge talent Internal Forums Technology discussions Customer facing and internal-only LinkedIn Business networking Make employees, partners, suppliers upload profiles Wiki Collaborative publishing Employees, partners, customers, students – open knowledge database Facebook fan page Showcasing new products, launches Engagement with advocates Twitter Microblogging Engagement, Brand awareness, Media relations YouTube CEO’s speeches, talks Promote CEO thought leadership
Fanboy/girls: People who help promote your brand or product or service online because they like it.
“ Help them help you.”
ijustine.tv Ideas: Blogger outreach programme. Provide content they can use, link, embed, share, mashup, send to others.Eg: widgets, free fun apps, games, prizes for their readers.
People who want to know you & People who don’t know you
Potential clients who heard about you via third party: media, search engine, social network, chat, seminar, conference, trade event, other websites, technical reports, associations, groupings.
What do they want?
CLARITY: quick and easy information.
CONFIRMATION: Are you credible, competent, capable?
ENGAGEMENT: Does your social media identity suggest you are the kind of person (human) I want to do business with? Why should I come back to your website, social network page, follow your blog or Twitter account?
Fail fast: People will appreciate transparency. Don’t fear failures - first time you cock up, try again.
Lobby: Personal motivations matter: eg: if there’s someone wanting a promotion approach them individually. Get them on board and to champion project early so they can claim benefit later on. It’s all lobbying skills.
Champion: Champions come from all depts. Age is not an issue. Just because someone is young doesn’t mean he/her is innately ‘digital.’
Skeptics: Get some pessimists and skeptics on board. Give them the tools, learn from their criticisms.