If you are a marketing professional, you likely don't live a day
without being bombarded by messages about the importance of including new
media, especially social media, in your marketing mix. From workshops by
so-called "experts" who have been exploiting social media since
before Al invented the Internet; to free webinars that result in a barrage of
spam messaging, who has time to sort through the clutter and make sense of it
all? Most marketers recognize the opportunities tied to participation in new
media, but the question is how to do it effectively and strategically - in a
way that makes participation worth the allocation of time and resources.
Why is New Media Strategy Important for a Modern Business?
The real problem for marketers is that a shift has occurred in how people
communicate and where they interact with information and entertainment.
Traditional advertising and marketing mediums are nowhere near as effective as
they were three years ago. Here are just a few evidences of the migration to
new media:
The Wall Street Journal has reported that advertising in US print directories is expected to
fall 39% over the next four years "as people migrate en masse to the
Web."
According to Wikipedia, the newspaper industry has shed 20% of its journalists
since 2001.
According to Pew Research
Center's Internet and American Life
Project study, released in November of 2011, 66% of online U.S. adults use social media.
In July 2011, Knowledge Networks reported 38,000,000 people in the US age 13 to 80
said social media influenced their purchasing decisions, a 14% increase over
the previous six months.
TOA Technologies estimates that 1,000,000 people view customer service related
tweets every week, with 80% of them being critical or negative in nature.
E-Marketer has projected that by 2013 the number of US Facebook users will increase
to 152.1 million.
COMScore determined that 176,000,000 US Internet users watched online video
content in May 2011, an average of 15.9 hours per viewer.
Most of us are aware of the trends and shifts, so the question becomes one of
how to adapt marketing strategies for effective participation.
How Can My Business Use New Media Effectively, Strategically?
Many marketers have reacted to the shifts and trends by rolling up their
sleeves, reading books, attending webinars and seminars, and diving in here or
there. While this is an admirable approach, many such proactive endeavors
fizzle when the proponent realizes their effort requires objectives and
strategies, and their communication needs to conform with the rules and
etiquette of each medium in order to be effective.
While competence may be obtained on one social media node, such as Facebook,
the vision blurs when it comes to how this competency relates to, or interacts
with, other aspects of the Web presence - or the marketing strategy as a whole.
In many cases, this initial fire gets doused by frustration or lack of directed
time and resources, and the company ends up with a handful of inactive assets
doing more harm than good for the brand and visibility of the entity.
The key to effective use of new media and social media in your
marketing plan is a strategic framework that dictates the objectives of each
web asset - both as an autonomous tool, and as a component of your overall web
presence.
New
Media Strategic Framework
When using new media in your marketing plan, it is crucial to understand that
the Web has evolved into 3 basic levels of interaction;
Consumption
Level:
This is the original level of the Web. The hallmark of this level is
company-controlled information about products and services. The consumption
level allows companies to facilitate interaction through contact forms,
information requests, or ecommerce. It has evolved into a final level of Web
interaction that users utilize when they are ready to proceed with a final
purchase or consumption decision.
Credibility
Level:
The Credibility Level of the web has evolved because users recognize that the
content generated on the Consumption Level is company controlled. In order to
get beyond contrived marketing-speak, users demand technologies such as
YouTube, the blog-o-sphere, directories with rating systems, and
consumer-generated satisfaction surveys. These tools on the credibility level
allow users to form their product or service consideration set based on more
transparent content such as video demonstrations, blog posts, consumer
feedback, and satisfaction ratings.
Conversation
Level: The advent and
popularity of social media has led to the development of the conversation level
of the Web. This level of the Web features content that is completely
user-generated and, in fact, facilitates real-time questions, answers and
critique with regard to products and services. The nature of the social media
tools allows this conversation to get exponentially beyond one-to-one
interaction - opening the floodgates of many-to-many communication. Consumers
rely on this level of the Web for forming their opinions and brand perceptions
- often prior to seeking information on the Credibility Level or Consumption
Level.
In order to remain viable and relevant, it is important for businesses to
effectively participate on all 3 levels of the Web. And it's possible to do so
in a way that enhances company brand, improves customer service, and maximizes
entrance into the consideration set of target consumers.
By organizing Web assets according to their level of interaction, it brings
direction to the purpose and objectives of the asset. For example, recognizing
that establishing a YouTube channel will allow the company to participate on
the Credibility Level, directs the purpose of the channel - to establish brand
voice, demonstrate expertise, and showcase experience.
Once content is generated on any one node of participation, that content can,
and should be, integrated into other nodes. For example, once a YouTube video
is uploaded to the channel, the same video can be strategically embedded into
pages on the website, or can be utilized to enhance the value of a blog post, a
tweet or fan page announcement. By leveraging new content across the Web
presence, you improve the efficiency of your effort, and keep all nodes more
relevant and active for the user.