Social media activists Jon Morter (#RATM4XMAS, Condescending Corporate Brand) and Ben Stockman (Rage Against the Election, SXSELondon) explain how, with companies clamouring for attention amidst the online chatter, too many businesses forget to communicate normally - how does this reflect on their brand, what are they doing wrong and what should they do to fix it? What does social media ‘done right’ look like?

1. It’s GoodToTalk (Normally!)
Social Media’s communication problem
EngageCustomer July Forum

2. Jon Ben
• Record-breaking creator of “Rage against
the machine for xmas #1” campaign
•Worked with Nirvana, Sex Pistols, Rod
Stewart, a No.1 album forThe Rolling
Stones, plus the 2012 Christmas No.1
campaign forThe Justice Collective.
• Creator of the 'Condescending Corporate
Brand’, a cheeky swipe at large companies
trying to ‘do’ social media
• Creator of the biggest political Facebook
group in UK history
• Founder of London’s only charitable
social media festival
• Multiple-award winning community
manager, including PRCA’s best campaign
for AVG, & “most social business”
•Trained the agency of the year in
community management

25. Average human attention span in 2000: 12
seconds

26. Average human attention span in 2000: 12
seconds
Average human attention span in 2013: 8 seconds
Average goldfish attention span: 9 seconds!

27. Average human attention span in 2000: 12
seconds
Average human attention span in 2013: 8 seconds
Average goldfish attention span: 9 seconds!
A quarter of romantic relationships now begin
online

28. Average human attention span in 2000: 12
seconds
Average human attention span in 2013: 8 seconds
Average goldfish attention span: 9 seconds!
A quarter of romantic relationships now begin
online
Children can now play a computer game before
they can tie their shoes or ride a bike

29. Average human attention span in 2000: 12
seconds
Average human attention span in 2013: 8 seconds
Average goldfish attention span: 9 seconds!
A quarter of romantic relationships now begin
online
Children can now play a computer game before
they can tie their shoes or ride a bike
Most babies now have a “digital footprint” before they are born!

30. Average human attention span in 2000: 12
seconds
Average human attention span in 2013: 8 seconds
Average goldfish attention span: 9 seconds!
A quarter of romantic relationships now begin
online
Children can now play a computer game before
they can tie their shoes or ride a bike
Most babies now have a “digital footprint” before they are born!
The AVERAGE smartphone user checks their phone 150 times per day!

31. Average human attention span in 2000: 12
seconds
Average human attention span in 2013: 8 seconds
Average goldfish attention span: 9 seconds!
A quarter of romantic relationships now begin
online
Children can now play a computer game before
they can tie their shoes or ride a bike
Most babies now have a “digital footprint” before they are born!
The AVERAGE smartphone user checks their phone 150 times per day!
57% of women would rather give up sex than their smartphone for a week!

32. Wearable tech is currently an expensive “nice to
have” but will soon be far more mainstream
VirginAtlantic testing GoogleGlass for customer
service on transatlantic flights
Google and Apple have both launched health
monitoring technologies in recent weeks
Based on the current rate of development, within the next decade the
computing power of your phone will be the size of a coin.
Cisco Chief Futurist: “We’ll be able to record, play back and analyse our entire
lives by 2020”

33. Consumers now expect instant
gratification and quick fixes
32% of consumers will start
abandoning slow sites within
between one and five seconds
Bounce rate can be improved by up
to 30% with the reduction of page
size and resulting speed improvements
Even a one second delay in page load time can result in 11% fewer page views,
16% decreased customer satisfaction and 7% lost conversions.

34. The constantly changing tech
landscape means that there is no
such thing as a “social media expert!”

35. The constantly changing tech
landscape means that there is no
such thing as a “social media expert!”
Consumers expect far more
sophisticated communications, and a
consistent customer experience
across all channels!

36. The constantly changing tech
landscape means that there is no
such thing as a “social media expert!”
Consumers expect far more
sophisticated communications, and a
consistent customer experience across
all channels!
Social media WILL expose any flaws
in your customer operation!

37. The constantly changing tech
landscape means that there is no
such thing as a “social media expert!”
Consumers expect far more
sophisticated communications, and a
consistent customer experience across
all channels!
Social media WILL expose any flaws
in your customer operation!
“Customer service is the new marketing!”

38. The constantly changing tech
landscape means that there is no
such thing as a “social media expert!”
Consumers expect far more
sophisticated communications, and a
consistent customer experience across
all channels!
Social media WILL expose any flaws
in your customer operation!
“Customer service is the new marketing!”
Social media is word of mouth on steroids, and a double-edged sword!

39. “I liked that page because I want them to just SELL stuff to me. I don’t give a f%$k
about the weather or what I’m doing at the weekend!”

40. “I liked that page because I want them to just SELL stuff to me. I don’t give a f%$k
about the weather or what I’m doing at the weekend!”
“I work for that company you “hit on” and I’d like to say thank you!They just do not
listen to us when we tell them our page is piss poor – they just want numbers
numbers numbers”

41. “I liked that page because I want them to just SELL stuff to me. I don’t give a f%$k
about the weather or what I’m doing at the weekend!”
“I work for that company you “hit on” and I’d like to say thank you!They just do not
listen to us when we tell them our page is piss poor – they just want numbers
numbers numbers”
“I wish they’d just be honest and sell their gear.All this whoring for likes and
comments has now made me unlike them. In fact I’ve changed my mind how I
perceive them now”

42. “I liked that page because I want them to just SELL stuff to me. I don’t give a f%$k
about the weather or what I’m doing at the weekend!”
“I work for that company you “hit on” and I’d like to say thank you!They just do not
listen to us when we tell them our page is piss poor – they just want numbers
numbers numbers”
“I wish they’d just be honest and sell their gear.All this whoring for likes and
comments has now made me unlike them. In fact I’ve changed my mind how I
perceive them now”
“Thanks for doing what you do.You guys are proving that having a “content plan”
being submitted 4 weeks in advance to the client for signoff is utterly stupid. Our
posts are tepid and lifeless” (Manager at a digital agency)

43. “I liked that page because I want them to just SELL stuff to me. I don’t give a f%$k
about the weather or what I’m doing at the weekend!”
“I work for that company you “hit on” and I’d like to say thank you!They just do not
listen to us when we tell them our page is piss poor – they just want numbers
numbers numbers”
“I wish they’d just be honest and sell their gear.All this whoring for likes and
comments has now made me unlike them. In fact I’ve changed my mind how I
perceive them now”
“Thanks for doing what you do.You guys are proving that having a “content plan”
being submitted 4 weeks in advance to the client for signoff is utterly stupid. Our
posts are tepid and lifeless” (Manager at a digital agency)
“I didn’t realise we came across like that!We’ll certainly be making some changes”
(PR Manager at brand X)

47. @Corporate_Brand @SXSELondon
@JonMorter @BenStockman