Twitter Kills More of Its Darlings-Tweet Analytics for All

TwitterAnalytics

In writing, you must kill your darlings.
– William Faulkner

Ever since my first reading, I have loved William Faulkner. His genius leapt through the page to punch the reader in the throat. And while this quote about murdering your darlings – your favourites, your supporters, your most dearly treasured – can truly be attributed to him is doubtful. But when it comes to creativity, there is a certain dramatic logic to it. After all, it’s easy to learn to love something that you have struggled to bring to life. And for the reader, that struggle – in the reading – is also acknowledged. We read in struggle or defiance as much as we read in love. So when an author kills her darlings, the characters, situations etc that she created, the reader also shares in the loss. The drama. The agony. And the surprise.

And this is the great reward.

But when I see this approach applied to businesses – especially to startups – I baulk. In this always-connected world, it’s a struggle to create something new, useful and easy to adopt (unless it’s a puppy). It is hard to “cut through”. Hard to build an audience and generate traction with a cynical community. And it is hard to attract customers, scale through your technical challenge, attract funding and talent, and build a culture that empowers employees, attracts customers and satisfies stakeholders.

In short, the challenge is in creating a participatory ecosystem with enough value to go around.

TwitterAnalytics

With this in mind, I greet the release of Twitter Analytics with a smile AND a shrug.It is great for Twitter users who have an interest in data, impact and so on, but it is yet another anti-ecosystem move. It’s like LinkedIn’s recent decision to close off API access to sites such as Nimble. On the one hand it makes sense. “Consolidate. Be all things to all people. Own the platform.” But on the other hand, it’s limited and limiting. It’s an attempt at monetising without an ecosystem vision. And it is an affront to the users who have invested not just in the platform (Twitter, LinkedIn and yes Facebook too), but in the ecosystem as well.

In some cases our investment has been made in dollars, but that usually pales into insignificance when we evaluate our time, effort and process commitments.

Now, there is no doubt that Twitter Analytics will be useful because it provides people like myself with access to powerful data analysis tools. I dare say, eventually, it will evolve into a suite of tools that I can pay for too (more ways to monetise).

But the release of Twitter Analytics will stop external growth and investment in the Twitter ecosystem. It means that the plethora of businesses (large and small) that have sprung up thanks to the goldmine of real-time data available through social networks such as Twitter, Facebook and yes, even Google+ have one less reason to be. And thousands of less customers to attract. On that list will be everyone from Tweetreach to Hootsuite.

But the bigger challenge that comes with killing your darlings, is that they are not yours alone. And when you turn on something your customers love, you lose a little bit of that love that we had for you. And eventually, as with all disruptions, there will come a time when something or someone newer and shinier will come along. That’s when you – Twitter – will want every ounce of loyalty to play out. But by then you’ll have squandered it.

If I have learned anything from the world of software, it is that ECOSYSTEMS WIN in the long run. And if you really do want to change the world and be part of every person’s digital life, the likes of Twitter and LinkedIn would do well to think big – not just for themselves, but for all their stakeholders. Kill your darlings by all means, just make sure your aim is true.

Challenges Facing the Digital Economy #SMWsyd

2014-07-13 17.24.16

As part of the planning and advisory work that I am doing with Social Media Week, Sydney, we took a few moments out recently to share our thinking on the challenges that are facing Australia’s digital economy. This video captures the hot topics according to Tiphereth Gloria, Joanne Jacobs, Katie Chatfield, Ross Dawson, Jeff Bullas and myself.

It’s shaping up to be an excellent conference. Hope you can make it.

Going Viral for all the Wrong Reasons

Sprinklr-viral

Every time someone reads, clicks or shares a link or piece of content that we have created, it sends a small dose of dopamine into our brain. This release provides us with a sense or reward, pleasure – and encouragement. It’s why (for the marketer) digital marketing or social media can be addictive. It is also why those who don’t use social media fail to understand the way that participation can become contagious – or how content can go “viral”.

Unfortunately, the concept of “virality” has positive and negative connotations. And while the highs that come with a viral “hit” can be dwarfed by the lows that come with a viral “miss”. Where once we held that there was no such thing as bad PR, we now know that there IS such a thing as bad social media – and there are very real impacts on our reputation (personal and corporate) and even downsides for our corporation’s share price.

For those who have one eye on the audience and another on your corporate reputation, Sprinklr’s recent whitepaper on crisis management will be a must-read. Covering the five essentials for crisis preparation, it includes a handy score card to help you assess when a crisis is likely to move from medium to critical, and even includes a sample flowchart which you can adapt to your own organisation.

The whitepaper by Rick Reed (Intel), Melissa Agnes (Agnes + Day) and Sprinklr’s Ali Ardalan and Uyen Nguyen is a handy document to model your own crisis plan on. And it might just be your saviour should you find yourself “going viral” for all the wrong reasons. Download your copy here (registration required).

Earned Audiences–Where Twitter Meets TV

Twitter-Infographic.jpg

There was a time when sitting down in front of the TV was a family affair. It was me, Dad, Mum and maybe a dog. The little brother was tucked up in bed and the little sister, well, she was far off into the future. And while there would be the occasional conversation – mostly during the ad breaks between episodes of Prisoner – or when the footy would break at the end of six – watching TV was a shared experience with limited variation.

These days, the tables have turned.

Sure, we still arrange rooms around a large glowing screen. But it’s not just one glowing screen in the room any longer. The big one on the wall fights for attention with the various smaller devices – smartphones, tablets and notebooks that adorn our laps. TV is no longer the centre of authority in our night’s entertainment – it’s just the context for a much broader conversation.

TV shifts from content to context

One of the most interesting transformations that has come about in recent years is the demotion of TV from centre of an experience to the frame for that experience. These days, TV is just the start of a conversational journey that happens within a home. From there, hundreds, thousands, millions of streams of opinion, humour, sarcasm and even spoilers, issue forth from the devices of the people who are consuming shows while simultaneously co-creating as-yet-unwritten meta-narratives via Twitter, Facebook and specialist apps like Beamly or GetGlue. The shows provide the context into which “prosumers” pour their creative energies and content.

What does this look like?

ABC’s Q&A program creating earned audiences

QandAtweetsA great example of social media connecting audiences is Australian Broadcasting Service’s Q&A program. Actively curated for live amplification during broadcasting, the #QandA stream prompts conversations amongst participants, friends and connections along with a generous smattering of online trolling and vitriol.

Some participants argue with points raised live on the show, some share links supporting their arguments and others just simply throw their best lines into the void hoping that their 140 characters will somehow be picked up and shared with the TV audience. One of the more prolific protagonists, Wolf Cocklin, has gone so far as to create a line of #QandA related merchandise that he sells via creative community/marketplace, Red Bubble.

Tellingly, this audience sprang up organically, adopting the #QandA hashtag and generating a massive stream of content. At first, the QandA producers appeared unaware or uncertain of how to approach this new community of viewers. After all, they were at times, unruly and prone to swearing. But as an “earned audience”, it was icing on the cake of broadcasting. For while TV runs multiple rounds of surveys to understand (and extrapolate) viewership, people who participate using #QandA:

  • Self identify
  • Reveal a range of interests via their profile and publishing
  • Share networks of others
  • Rally audiences and grow reach

In many ways, this audience is the programmer’s dream. So it makes sense that before too long, tweets began appearing on-screen and spurred on by the promise of 5 seconds of fame, participants responded, growing a massive audience that spans Australia’s three timezones.

The last couple of months has also seen participants publishing their tweets many hours ahead of broadcasting. This strategy seems designed to maximise the possibility of a tweet being broadcast. After all, the views of the show’s panellists are known in advance as are the hot topics of the moment. And if you can give the producers a few easy, early tweets that can be loaded into the system, then everyone wins.

Bridging the brand and consumer gap with earned audiences

While the lessons from #QandA are interesting, it would appear at first glance, that going from “conversation to conversion” is more challenging. For some time, marketers have been keen to identify the connection between social media and sales – with many giving up the ghost. But new research sponsored by Twitter seems to suggest that Twitter-based brand exposure does indeed drive action. This includes:

  • Visiting brand websites
  • Visiting brand Twitter pages
  • Searching for the brand
  • Consider trying the brand
  • Retweeting the brand

As expected, the tweets that originated from the brand were less effective than those that originated organically (or appeared to be organic).

While this is interesting research, it smacks a little of research that shows that “radio ads are more effective”. For no matter how engaged or how “managed” a branded social channel may be, Twitter chats, hashtags and the like remain wild, contested territories for brands. Yes, there can be cut through, but it comes with risks.

And while the stickiness, energy and passion that comes with social media may be the flame to the marketer’s moth, an earned audience is not a PERMISSIVE audience. And just because people are talking about you, doesn’t mean that they want to talk TO you. That requires a whole different level of trust. And it’s a world away from TV.

Print

Making Friends and Influencing People

Good Self, Bad Self

Some light reading for your Easter weekend, this time courtesy of those clever folks at We Are Social Singapore. This easily digestible deck on social media debunks some of the many myths and provides “10 commendments” – things that you could do if you were so inclined. My favourite? “Be in it for the long term”. After all, after we get engaged, surely we expect a deeper commitment, right?

LinkedIn Publishing – Where the Personal and Professional Brand Meets

LinkedInPublishing

LinkedInPublishing When LinkedIn started publishing content via its LinkedIn Influencers program, it moved the social network for business professionals in a completely different direction. For many business leaders, this was a great, simple and powerful way to share business philosophy and insight. It was blogging without needing to have or create a blog. And because each item was automatically shared with your LinkedIn connections, there was no extra work required to distribute your writing.

But there was a problem. It was a closed system, and only a select group were granted access.

Taking a leaf out of the book of every digital business launch from Google+ to the now defunct Plurk, LinkedIn relentlessly kept tight control over their publishing platform. The early focus was on high quality insight from big-name business leaders like Virgin’s Richard Branson and Ryan Holmes from Hootsuite. Take a look through their various posts and you’ll notice something interesting – a collapsing of the personal and professional. The most popular articles (and the most interesting) tend to blur the lines between an individual’s business experience and their personal decision making. And I have a feeling that this has set an agenda which will be important to watch.

Eventually, the invitations started to broaden and other voices began to be heard, with new articles and more content filling our LinkedIn streams. LinkedIn Pulse would aggregate and promote the most popular posts, channels and authors – effectively filtering business-related news for us. All we had to do was choose where to focus.

A couple of weeks ago, LinkedIn announced that they were extending their publishing platform to 25,000 more LinkedIn members. So now if you are quick, anyone with a LinkedIn profile can reach an audience – or at least, reach your own connections. For the moment, you have to apply, but no doubt, this system will be extended to others in the near future.

The thing that is most interesting to me is not that LinkedIn is moving in this direction, but that business professionals are flocking to it. Up until recently, convincing executives to engage with social media was almost impossible. Despite widespread adoption of social networks by consumers, many business leaders remain sceptical, unconvinced and unlikely to commit the time required to see the benefit in social media.

But LinkedIn may have solved the challenge by making social media simple and obvious. After all, we all like to be “influencers” – even if there are 25,000 of us.

This is, however, not just about professionals, reputation and publishing. In the mixing of these professional and personal profiles, there could be something greater at play. Is this a way for LinkedIn to stake a claim against Facebook’s social domination? Will we see more insight, personality and flavour in the lives of our business leaders? Will personal and professional brands start to collide in new and exciting ways? One can only hope.

And in the meantime, my first LinkedIn article has just been published. It’s a departure from the marketing and digital focus I have here on ServantOfChaos. Hope you like it.

Take the Australian Social Business Survey 2014

2013-10-04 16.11.14

To call out the term “social business” seems almost anachronistic in 2014. After all, aren’t we all now working in “social businesses”? Haven’t we all been part of the digital transformation sweeping every business?

Well, yes and no.

When I ran my first social business survey back in 2011, I was interested to gather some data on Australian-based businesses. After all, there was plenty of information available about the US – but anecdotal evidence suggested that we were behind that curve. Way behind. And again, in 2012, the survey revealed that there was a gap – not only between Australia and the US – but between businesses and the customers they served. It was what IBM called a “perception gap”.

These days, despite what we hear at conferences and read on news sites and blogs, it seems that social business, digital transformation and (dare I say it) innovation continues to struggle. Sure there are pockets of connectedness. Campaigns for transformation and change. And even some success stories. But what is the true picture?

Participate in the survey and receive the report for free

When you participate, you not only have the chance to share your perspective on the state of social business / digital transformation in Australia. You will also receive a copy of the report when it is complete. This will allow you to get a sense of where you and your business stand in relation to others.

Please take a few minutes to complete the survey. And if you already happen to have AskU on your smartphone, simply enter the Private Code social2014 [case sensitive]. And be sure to share it with others. The more responses we get, the better the report will be.

Pew Research’s Conrad Hackett Has a Beautiful Tweetstream

ConradHackett

Pew Research is the US-based, non-partisan “fact tank that informs the public about the issues, attitudes and trends shaping America and the world”. It regularly makes a splash in social media by the regular release of research data on a wide variety of topics.

And as the Edelman Trust Barometer suggests, in a world saturated with information, we turn to brands like Pew that carry a sense of reputation and authority in order to make sense of the world. After all, it’s not more facts we need. It is insight. Analysis. Recommendation.

But how do we make sense of it all?

For those of us who look to research to help us make decisions, plan our strategies and execute our visions, Twitter has become an invaluable tool. If we organise our Twitter tools well – like TweetDeck or Hootsuite – we can curate a single, unique portal that delivers much of what we need – the content, context, filters and network for sharing. But you will also notice, as you scan the Tweetstreams, news feeds, hashtag chats and so on, they are very text heavy. My own included. But when you visit Pew demographer, Conrad Hackett’s stream, you are greeted by something altogether different. Dare I say, beautiful?

Brains and beauty are always a winning combination. Check it out.

ConradHackett

When Big and Data got together, it was love at first Like

Love´s in the air!! Muuuitos corações!!!!

Breathless. Heart beating. We all know the feeling. It’s all heart, feeling, emotion. We’re waiting for the brain to kick in – but there is no relief. It’s really a sign of madness.

Love is merely a madness: and, I tell you, deserves as
as well a dark house and a whip, as madmen do: and the
reason why they are not so punished and cured, is, that
the lunacy is so ordinary, that the whippers are in love too.
– Shakespeare, As You Like It, 3.2

But these days, meeting and falling in love is not just a physical thing. It’s virtual … and played out on social networks.

Facebook-Love

The Facebook data science team has been digging through the mountains of interactions that take place between people before, during and after they fall in love. They looked in detail at the number of posts exchanged going back to 100 days before the “couple” changed their relationship status from “single”. What they found was that social media interaction plays an important role in the formation of the relationship:

When the relationship starts (“day 0″), posts begin to decrease. We observe a peak of 1.67 posts per day 12 days before the relationship begins, and a lowest point of 1.53 posts per day 85 days into the relationship. Presumably, couples decide to spend more time together, courtship is off, and online interactions give way to more interactions in the physical world.

And this is where big data gets interesting. We are now starting to see digital traces of behaviours that have real world impacts. The things that we do and say online can be correlated across thousands of data points to reveal actions that take place in our so-called “real lives”. But where does it go from here?

  • Social lifestyle mapping: Facebook (and other collectors of big data) can map and improve personas, track shifts and changes in community trends and lifestyles over time
  • Predictive targeting: With social lifestyle mapping in place, algorithms can be used to predictively target individuals and groups with relevant information. This could take the form of advertising, public health messaging/recommendations, career suggestions and so on. In fact, the possibilities are endless
  • Location awareness: As a large number of Facebook interactions take place on mobile devices, location awareness can add a greater degree of relevance to any of these predictive or realtime offers.

High level barriers:

There are some immediate barriers to usefulness that spring to mind:

  • Brands are slow to catch and embrace technology innovation: Facebook (and indeed Google) have a great deal of work ahead to prepare brands and governments for the power and opportunity that this presents. Thus far we’ve seen precious little in the way of focused education and leadership in this area and without it, organisations simply won’t be prepared (or interested) in this
  • Organisations lag in digital transformation: For these opportunities to be embraced, most organisations have to undertake digital transformation activities. Ranging from change management and education to strategy, business system overhauls and process improvement, digital transformation is the only way to unlock organisation-wide value – but few are seriously committed to such a program
  • Privacy is shaping up as a contested business battleground: Many governments, corporations and individuals fervently hang on to notions of pre-internet era privacy. Laws and regulations have struggled to keep pace with the changes taking place in our online behaviours. Meanwhile public and private organisations are conflicted in their use of, protection and interest in privacy. We’ll need to work through this to understand whether privacy really is dead.

Love´s in the air!! Muuuitos corações!!!! erika k via Compfight

Trust is Up across Australia–Edelman Trust Barometer

TrustIsUp.png

One of the more useful and interesting regular reports is the Edelman Trust Barometer. Each year, thousands of people are surveyed – and the global and national results for 2014 have now been published. It’s well worth a deep dive into the information, statistics and analysis. But one of the standout observations is that “Trust in every institution is at its highest point”.

TrustIsUp

This is particularly interesting for a number of reasons:

  • Locally we have emerged from a particularly tumultuous election cycle. While trust in government has improved – the growth in trust in the NGO sector has accelerated. We increasingly place our trust in independent organisations NOT governments
  • Business leaders and CEOs remain at the bottom of the trust heap. This may not be an issue for many organisations but for businesses that operate in high-touch environments, CEO profile can have a significant impact on a range of indicators from share price to employee morale, net promoter score etc
  • Experts are back on the favoured list – with the public increasingly supportive of experts and academics.

If – as we expect – the connection between social media / business / life becomes much more nuanced and integrated through 2014, then trust will become a much more important factor in our business, professional, personal and social lives. And for organisations wanting to remain relevant in the lives of connected consumers, that trust counts.

The question for marketers is – have you built trust into business DNA? Because now more than ever, marketing = business and business = marketing.