Clark's Spot

I had too much fun writing this review for my profile on Goodreads. (I read it as part of my research for my PC for my graduate degree.) I just had to cross-post it here as well. Check out my review below, the cluetrain website, and the book.

Expanding on their website launched in 1999 (actually, expanding on the book published that expanded on the website), the four authors add additional commentary to their original work(s) and review how the Internet has changed business.

There are some good nuggets aboard this train.

First, you have to get past the voices. Oh, the writers are very proud of their voices. They explain how humanity hid its voices for The Corporation. They explain how the Web will free voices – has freed voices – and how if you don’t find A Voice and talk in A Voice, then your business will fail.

Perhaps they’re making up for lost time for their many years of hiding their voices. The voices must be stretched to check for their limits – the same way a 42-year-old at his college reunion tries to tailgate the same way he did as a senior.

You must also get through the tone, which can rail against business the same way a jilted lover proclaims all the failures of his or her beloved.

At times, the authors strike a tone similar to teenagers who sneaked into the office, turned on the P.A. system, and barricaded the doors – determined to have as much fun as they can squeeze into their minutes in the Sun.

That said, I’m convinced that markets are conversations. I’m convinced that conversations sound humans, and that ignoring those conversations means missing opportunities. I’m convinced that hyperlinks mean that networks can be as powerful as hierarchies within organizations. That smart companies can connect conversations that occur inside and outside the corporate firewall. That one of the changes wrought by the Internet and the World Wide Web is the lack of scarcity. That this abundance and this connectedness offer unique possibilities and challenges for all of the “people of Earth” – business and market.

So don’t misread my warning about voice and tone. Set those aside as you read it. This book offers four viewpoints (eight, now, with the new chapters and forward) of how to use the power of the Web to listen and to speak with your customers.

I’ve been away from Who Is Listening for a few weeks as I take a series of courses on public presentation and marketing management. Both courses gave me stuff to mull over – and some fodder for future posts. But I wanted to mention something now that was covered in a class in the past week.

The idea of Who Is Listening is that the way the message is framed is important. It isn’t enough to say it – you have to say it in a way that connects with the audience. This is no less true in video as it is in audio.

New GM appears to want to be more responsive and transparent to the consumer. (Comments about the American consumer/taxpayer being a de facto owner and entitled to transparency are fine. Go ahead and add comments below.) The company is launching an online suggestion box. It has a website dedicated as the home of its blog collection. And it launched a spiffy new commercial detailing how new the New GM is going to be.

The commercial has attracted commentary from the blogosphere (who believe it is cliche), journalists (who pen how the mighty have fallen), and wrestling fans (who don’t like the final line). Nevermind the spoof ad that has more views than the actual ad on YouTube.

The problem with the commercial? Watch it and take a look at some of the images. Tattered American flag. Hockey player pinned to the ice. Lots of unsold vehicles. Some of the images invoke thoughts of worn, old, outdated, and defeated. That’s not the message GM should want to convey.

It’s important to think about more than who is listening – or in this case, watching. You have to think about what they hear and see as well. Make sure that is in line with your message.

About six weeks ago, I wrote about how a monthly e-newsletter was key to driving traffic to a blog and website where I worked. A few days later I was reminded of the Pareto Principle – also known as the 80/20 rule. The monthly e-mail doesn’t drive that much traffic, but I’m a sucker for a quick analysis and measuring the ROI is always a great thing to do. That led me to try to compare a few numbers to quantify how big an impact the e-newsletter gives.

Quick disclaimer. My six months of numbers are a little dated – the last quarter of 2008 and first quarter of 2009.

The e-newsletter, web page, and a blog received the majority of views during each month so I just looked at those sources. I left the e-newsletter numbers out as well because I wanted to understand whether the e-newsletter really increased the number of web page and blog views. So I focused on those two numbers. And I looked at the six-day period from when the e-newsletter was sent. Over the course of the typical 30-day month, those six days are 20 percent.

A copy of the e-newsletter was kept on the website and many articles were posted on the site as well. While each open and click could be listed as a page view, I only measured hits on the index page. The newsletter offered the chance to go to my organization’s “home page” a link to the index page – and a number of people did so. In the six days after an e-mail (20 percent of a month) we always had more than 20 percent of our monthly hits – as high as 34 percent in the final month that I tracked. The main web page generated 29.5 percent of its hits in the 20 percent of the month after an e-newsletter.

This trend was even more obvious in the blog hits. We launched the blog on WordPress.com in September, added a link to our web page late in that month, and began to promote the blog in the e-newsletter in October. The concept of visiting the blog was new to stakeholders throughout this period, and the monthly e-mail provided a great reminder and driver to the blog.

During half of the months studied, the blog received more than half of its page views in the 6 days immediately after the e-mail. While this isn’t an 80/20 split, overall the blog received 49.7 percent of its traffic in the 20 percent of the time following an monthly e-mail.

Content was likely one of the main reasons the blog fared better than the web page in the days after the e-mail. But the takeaway is the same. When planning communications, include something regular to provide your audience with a gentle reminder that you’re there. E-mail is deleted too easily and too regularly – especially when you lean too heavily on it. But e-mail is low-cost and unobtrusive enough that it can give your readers a push to get more information about you.

In the world of magazines, designers view readers as members of a tribe. Consider your social networking the same way.

It has to do with knowing your audience. There’s a big difference between the audiences of Facebook, MySpace, Twitter, and LinkedIn. You wouldn’t write a press release when you want a billboard. And you wouldn’t produce a short video if you want the local newspaper at your press conference.

Share the book that you’re reading on goodreads and the news you’re reading on Digg. It’s the basics: Pick the right medium to send your message to the target audience – so identify your target audience.

That means that your profile – or your profiles on different networks – each talk to a different tribe. You might meet people on Twitter but reconnect with old friends on Facebook while networking on LinkedIn. Build a separate audience on each profile or at least understand what your connections want when they connect with you on different networks. Don’t send direct mail when a phone call will do. And don’t treat each network as a chamber for your same words to echo around in. Find a way to make each profile useful and unique or save your time and just use one spot.

One of my friends posted advice handed out on The Today Show during the weekend: “Build something meaningful and choose friends wisely.” It’s a good thing to keep in mind – focus on your audience. Do it online and offline. That way you’ll encourage your tribe to listen to its chief – you.