Twitter Archives - Page 25 of 25

January 25, 2010 by Mack Collier

Three steps to saving your company from a social media firestorm!

Last week I was contacted by a company that found itself in an unfortunate position. One of the products it produces had been failing, and bloggers were taking to the internet to voice their displeasure. The end result was that if you Googled the company and its product, the majority of the top results were, you guessed it, from angry bloggers.

So what happens if your company finds itself in a similar situation with customers running with pitchforks in hand to their blogs and Twitter to rake your company over the coals? What’s your plan of action? Here’s the advice I gave them for correcting this issue, and how your company can handle a similar crisis in three steps:

1 – Fix the problem. No amount of social media or ANY other type of on or offline communications will help you until your company FIRST fixes the problem. If you have a defective product, or shoddy customer service, or whatever, you have to first address the ROOT CAUSE of the customer complaints. And once you have a solution in place for the problem….

2 – Actively respond to customers via social media. Find the customers that are blogging and twittering and Facebooking their displeasure over your company, and let them know that first, you hear them and thank them for their feedback. Second, that you apologize. Third, that you have a PLAN IN PLACE to fix the problem. Fourth, that you’re here and listening, and invite further feedback from them, and give them a way to get in touch with you.

Last week when Graco announced a recall to one of its strollers, the company turned to Twitter to interact with customers and get them information about which strollers were and were not affected by the recall. Timely communication such as this also helps stunt the spread of rumors and misinformation, which only makes the company’s crisis management efforts twice as hard. Additionally, customers loved how Graco was proactive in reaching out to them, and a potentially negative situation for the company became a positive one.

Customers want to know that you hear them, and what you are going to do to correct the problem. If you can show them that you are listening, that you are taking their criticism to heart and ACTING on it, then that criticism will slowly turn into positive evangelism for your company. That means those existing negative Google results for your company and product will begin to turn positive.

3 – Start getting correct information out via social media channels. But your company still needs to ‘tell its story’. Many people will be doing research on Google for your product before they buy, so you need to make sure they see the correct information about your product and company. If you have a blog, this is where you can let customers know what you are doing to address the situation, and how you are correcting the problem. If you aren’t currently blogging, this is a great excuse for starting one. Dell’s company blog had barely been in place for a week in 2006 when the ‘exploding laptop’ issue ‘blew up’. But having the blog in place gave Lionel and the rest of Dell’s blogging team a channel to get relevant and accurate information out about the situation, and what Dell was doing to correct it.

So there’s a simple 3-point plan for avoiding a social media firestorm; Fix the problem, Respond to customers letting them know you have fixed the problem, Get the word out via your OWN social media channels that you have fixed the problem. But again, the starting point is to fix the problem. If you think that you ignore the core issue and just use social media to ‘push down’ negative Google results, you are setting yourself up for failure.

The only thing worse than a company that doesn’t respond during a crisis is one that DOES respond, yet still doesn’t fix the problem.

Pic via Flickr user chaosinjune

January 20, 2010 by Mack Collier

I’m leaving, and I’m taking your social media strategy with me!

A couple of years ago Ann Handley, the Chief Content Officer at Marketing Profs, snagged the @MarketingProfs name on Twitter and started making fabulous use of the site to connect with and engage MP’s members. Everyone knew that if they had a question or issue with MP, that Ann was the person they could reach out to.

Since that time, several people on MP’s staff have followed Ann’s lead and joined Twitter. I would guess the virtual company has at least a dozen employees using Twitter every day to connect with its members, and they are a fabulous case study for leveraging Twitter as a channel to connect with customers.

But let’s play ‘What If’ for a moment. What if a year or two, when Ann was really starting to develop a following on Twitter and as becoming the ‘face’ of Marketing Profs on Twitter, what if she had left the company? She would not only be leaving MP, but she would be taking MP’s presence on Twitter with her. Suddenly Marketing Profs would have lost a channel that was becoming a valuable way for them to connect with customers.

Here’s another scenario: Let’s say your company over the last year has been outsourcing all of your social media efforts to an agency, or a strategist, and that person has become the online ‘face’ for your company on social sites. What if that person is suddenly hired by a larger company, or if that agency suddenly folds? Suddenly, your entire social media presence will disappear.

Now I understand that many companies are in both of these positions. You may have one person that really ‘gets’ social media, that volunteered to dip their toes in the SM waters for the company, and now 6 months later has really created a strong social media presence for your company. Or maybe you decided months ago that you definitely DID want to use social media, but just didn’t have the resources, and needed to outsource your efforts.

But even if your company is in these positions, you can’t completely isolate yourself and your employees from what is happening with social media. If only one person can handle your social media efforts fine, but if nothing else, have them give you a weekly/monthly report/training session on how they are using social media. If you are outsourcing your social media efforts, make sure that the consultant or agency handling your efforts keeps you as involved as possible in what they are doing. For example I offer outsourcing to clients, but we do it on a tiered basis, meaning I handle almost everything at the start of the project, we are splitting the work by the middle, then by the end they are handling almost all the content creation, and are ready to take over for themselves. But even at the start of the process when I am handling everything, the client is kept aware of everything I am doing, so they know what’s happening.

The bottom line is that if you put 100% of your social media efforts in the hands of one person or an outside group, if that person/group leaves, you are screwed. If nothing else, when the social media efforts from that one employee starts to bear fruit, start having that employee train other employees on how to use social media. Ann was smart enough to tell the MP staff that she was really starting to get some traction with @MarketingProfs on Twitter, and Marketing Profs was smart enough to listen, and now the company has a vibrant network of employees on Twitter, instead of just Ann.

So don’t put all your social media eggs in one person’s basket!

Pic via Flickr user andy_carter

January 18, 2010 by Mack Collier

What #blogchat can teach you about building a successful community site

About 10 months ago on a Sunday nite I asked a blogging question on Twitter, and as a bit of an experiment (and to better organize the responses I was hoping to get) I added the #blogchat hashtag to my question. With that, the first #blogchat was born.

Since that time, we’ve had #blogchat every Sunday nite at 8pm Central time, with the exception of Mother’s Day last year. It has gone from a couple of dozen participants leaving 200-300 tweets during the first one, to now every #blogchat attracts well over 100 participants and over 1,000 tweets. Or a new tweet every 5 or 6 seconds.

And I think a lot of what makes #blogchat a hit can also help your company with its community-building efforts. Here’s some examples:

1 – A community forms when people have a sense of ownership in something larger than themselves. This is a key to #blogchat’s success. From the get-go, I’ve made sure that everyone understands that #blogchat isn’t MY chat, it’s OUR chat. In fact, if you’ve participated in #blogchat, you’ve probably noticed that after the first hour or so, I generally stop tweeting. This is because I don’t want to dominate #blogchat, and I’ve learned that it’s best to bring smart people together, give them the stage, then get out of the way. I think this is why people enjoy #blogchat, because they know that they can easily join in and play a role in the conversation that develops. That’s very powerful, and it’s a big reason why #blogchat is so successful.

2 – Consider the type of actions you want to encourage when you create your community site. From the get-go, I wanted everyone to feel like they could join in and participate in #blogchat. As a result, the format of the chat is very loose compared to many other chats. Whereas many chats have structured points/questions that are addressed every 15 mins or so, #blogchat starts with a general topic that everyone runs with. As a result, I think #blogchat has more of a ‘coffee house’ feel to it, where everyone is talking about the same broad topic, but each table is discussing a slight variation on the main theme. So the bar for joining #blogchat has been lowered, and that leads, I think, to more participation and interaction.

3 – Encourage lurkers to participate. I’ll be honest, when a #blogchat really gets rolling, it’s easy for me to get overwhelmed as 20-30 new tweets come in every couple of minutes. I can’t always reply to every #blogchat tweet that I want to, but you better believe that if I see someone tweet that it’s their first #blogchat, they’ll get a reply from me! I will quickly thank them for joining, and encourage them to join in. Also, before every #blogchat, I will tweet a reminder that #blogchat is open to EVERYONE and that we are ALL coming together to learn from each other. This simply plays into the idea that the more smart people you get participating, the better and more valuable the conversations will be. Which increases the value of #blogchat for everyone.

The same applies to your community site, if people are lurking, that means they are somewhat interested, but they don’t have that spark to move from lurking to participating. A great way to encourage this switch is to lower the bar for their participation.

4 – Crowdsource ideas for community improvement from the community. I’ll be honest, often I am so busy with client work that I really can’t spend as much time on developing new topics for each week’s #blogchat as I would like. So what I will often do is reach out to #blogchatters and ask them what topics they want to see covered! This helps me by setting the topic for the chat, but it’s also empowering to participants, because it shows them that they have control over the direction that #blogchat takes.

One week a couple of months ago I was totally swamped with work and didn’t even have time to make #blogchat. But I definitely did NOT want to cancel #blogchat for that week because I was afraid that I would be disappointing a lot of people. So I decided to take a risk, and made that particular #blogchat ‘open mic’, meaning there was no set topic, and everyone could talk about whatever they liked. Somewhat to my surprise, the open mic format was a big hit, and many #blogchatters said they wanted it to be a regular occurance (but not EVERY week, they clarified). So listening to their feedback, I changed the schedule so that the last Sun nite of every month is now open mic. And this ties back to the first point of giving participants a sense of ownership in the community that’s being created!

5 – Know your limitations and work around them. As I started crowdsourcing ideas for #blogchat topics, I ran into a bit of a problem. #blogchat users were asking to discuss some topics that I really wasn’t the best person to lead a discussion on. One example was many #blogchatters wanted to talk about improving your blog’s SEO efforts. So that gave me the idea of bringing in experts to co-host certain #blogchat topics. For example, @leeodden co-hosted the #blogchat about maximizing your blog’s SEO efforts, The Red Cross’ @wharman schooled us on how nonprofits can utilize social media, and @amyafrica told us how you could generate sales for your company via your blog.

Bringing in these experts not only addressed a shortcoming of #blogchat, but in the process it gave these experts the incentive to promote their involvement with #blogchat to their own networks. So the quality of the content created at #blogchat was improved, and the reach of #blogchat was expanded as well! Not a bad way to turn a minus into a plus, eh?

6 – Realize that not everything is perfect. Even though #blogchat is a very popular chat, not everything goes well and some people are critical of the chat. Some people don’t like certain topics. And while some people think it’s thrilling how fast-paced #blogchat can be, it simply overwhelms some people.

But this feedback is valuable, because it lets me know what’s working, and potentially what isn’t working. And you have to dig for that criticism, too. I’ve learned that if someone wants to complain about #blogchat, they are more likely NOT to do it in a reply to me. So I have to constantly monitor the #blogchat stream for that feedback.

And at the same time, I have to weigh that feedback against what everyone is saying. For example, last week the topic of #blogchat was dealing with how social media consultants should use social media themselves. Some people publicly voiced their displeasure that they didn’t think the topic was blog-centric. But at the same time, people were sending me DMs as well as publicly saying that they enjoyed the change of pace and appreciated a broader topic.

So as with all aspects of social media, don’t fear or run from criticism. It’s valuable feedback that can help you improve your efforts!

7 – Be grateful. I am honestly humbled and eternally grateful that people enjoy reading and participating in #blogchat. I make sure that everyone understands that THEY are just as responsible for the success of #blogchat as I am, and this goes back to sharing ownership of a created community. No one creates a community by themselves, and communities usually aren’t driven by people that focus inward instead of outward. Yes, saying ‘Thank You!’ still matters.

So these are some reasons why I think #blogchat is working, and I think that each of these examples can help you improve your own community-building efforts!

December 8, 2009 by Mack Collier

Everything You Ever Wanted to Know About Creating a Social Media Strategy (But Were Afraid to Ask)

If your company is using social media, it is VITAL that you have a strategy and plan in place that’s guiding your efforts. Not only will your efforts be much more successful, but it will save you a ton of time and money since your efforts will be focused. And it will be much easier to measure the effectiveness of your efforts.

So why don’t more people have a social media strategy in place? In most cases, they simply aren’t sure how to create said strategy. This post will hopefully help with this ALL too common problem. So if your company is using social media and ‘winging it’ without a plan, please share this post internally. If you have friends that are trying to get social media efforts off the ground at their company, please pass this along to them. We will not see REAL growth from companies using social media until more of them get SOLID plans in place that are guiding their efforts.

Let’s get started on making that happen. Here is a framework for creating a social media strategy for your business.

First, think about what you are wanting to accomplish with social media. What are your goals? Here’s some examples:

Build awareness for your company
Increase sales
Increase customer leads
Establish thought leadership
Use social media as a customer service platform
Provide product support for customers
Collect feedback on existing or potential products and services
Build a place where customer evangelists can connect

Second, think about who you are wanting to reach. Is it current customers? Potential customers? Industry sources? Potential clients? Who is your ‘target market’? Creating a simple monitoring system will help you determine the answer to this question. By monitoring online mentions, you can get a good feel for where the online conversation about your company is happening, and how active it is. Want to jump on Twitter? What if no one on Twitter is talking about you? Monitoring will help you determine this. You can use premium tools such as Radian6 or Techrigy, or if you are a smaller business it’s probably fine to go with free tools such as Google Alerts and Twitter search.

Third, what are your resources? What’s your budget for social media? How many employees are available to work on your social media efforts? Will you have to outsource some of your efforts at the start? Will you have to outsource all of your efforts at the start? How much time can you devote to social media?

Answering these questions will greatly determine which tactics (blogs, Twitter, Facebook) are best for helping you achieve your social media strategy. Let me state this again; Getting on Twitter is NOT a social media strategy. Twitter is a tactic used to execute a social media strategy. You first need to answer the three questions above and THEN decide that Twitter is the right (or one of the right) tactics to help you achieve your goal(s) for social media.

So let’s say you’ve answered these three questions. Your goals are to use social media to build awareness and increase sales. That means you will primarily be targeting new and potential customers. Now let’s also factor in the answers from the third question about your resources.

On the surface, a goal of using social media as a way to build awareness for your business and increase sales sounds like a great opportunity for your business to launch a company blog. But a blog carries with it unique time and social media skillset requirements. That’s why you also need to factor in your resources. Do you have enough time and people available to ensure that the blog will regularly have fresh content available? Do you also have the people available to spend time connecting with readers and potential customers on and off your blog? If not, do you have the budget to outsource some or all of these efforts?

That’s why you must consider all three questions at once. And after you have answered these questions and now have your strategy in place, and have decided on the social media tactics you will use, now you have to figure out how to measure the effectiveness of your strategy. At this point, don’t blindly assume that more traffic or followers or friends is best. Make sure that the metrics you measure tie back to your social media goals. If your end goal for your blog is to sell more widgets, should you measure number of comments per post, or number of referrals from the blog to the widget product page on your website? Does it really matter that you have 10,000 followers on Twitter, if only 10 of them are potential customers?

Put your metrics on trial. Make SURE that whatever you measure makes sense in the context of what you are trying to accomplish with social media. More traffic is great, but what actions are those visitors performing once they arrive at your blog or message board? If you are adding 100 fans a week to your Facebook page and still can attribute no additional sales from Facebook fans, so what? (BTW this opens another can of worms, but it could be that your Facebook fans ARE driving sales, but you don’t know that because you aren’t tracking them correctly, or at all)

At the end of the day, you have to have a strategy guiding your social media efforts. And I know that some CEOs hear the term ‘social media strategy’ and immediately get nervous because they think it means a lot of $$$ and a big commitment. What it means that you are going to ORGANIZE your social media efforts and make them more efficient. Just because an intern got you on Twitter and Facebook doesn’t mean you need to be on either site.

Once you get a strategy in place, you’ll save time and money. You have a strategy driving your other marketing efforts, why should what you are doing with social media be any different?

Thanks to Esther for suggesting this post!

December 3, 2009 by Mack Collier

You can’t evaluate the effectiveness of your social media plan until you HAVE a plan!

Going back to the results from my social media survey, Question #6 asked “What has been the biggest problem your company has encountered in using social meda?”

The top response to this question was “Not sure how to measure the effectiveness of our efforts”.

That probably isn’t surprising to many of you. But that ‘sounds’ like an ROI issue, and I don’t think it is.

So I crosstabbed the people that said that “Not sure how to measure the effectiveness of our efforts” was their top concern, and looked at their responses to the other questions.

Then I came to Question #5, which asked “If your company doesn’t have a social media strategy, why not?” The top response to this question (62.1%) was that their company WAS using social media, but did not have a strategy in place.

But a whopping 68.4% of the people that said that ‘Not sure how to measure the effectiveness of our efforts’ was their top concern about social media ALSO said that they do NOT have a strategy in place to guide their social media efforts.

And this is what I think many companies are running into. They are jumping on Twitter and Facebook (because those are the two sites they hear the most buzz about), then a month later they ask ‘Ok I’m looking at our Twitter and Facebook pages…what should I be seeing?’

These companies let BUZZ determine how they were using social media, instead of taking the time to craft a STRATEGY to guide their efforts.

And yes, I get that some companies panic when you say that they need a strategy behind their efforts. The hand-wringing begins, because when you say ‘strategy’, they hear ‘commitment’, and to them, that means money. But the problem is that if you don’t have a strategy guiding your social media efforts, you are going to LOSE time AND money!

Put yourself in the shoes of the average company that has no idea how to get started with social media. If they don’t create a PLAN for their actions, they will likely decide to jump on Twitter and/or Facebook. Because that’s what everyone is talking about.

So once they get on Twitter and Facebook, since they have no strategy in place to guide their efforts, how are they going to determine if their efforts are working? Odds are, they will think they need to get more followers and more friends/fans. Right? Because those are numbers and it’s easy to understand numbers and THINK that as long as the number of followers/friends/fans goes UP, that’s a good thing, right?

Of course since there’s no strategy in place, the company has no idea WHO they should be reaching, or even if the people they want to reach are on Twitter and/or Facebook. So they struggle to determine how to measure the effectiveness of their efforts.

So think of the social media strategy as being your map. Sure, you might make it to your destination eventually on your own, but you’re probably going to waste some time and energy (and money) to get there.

Pic via Flickr user WorldIslandInfo.com

December 1, 2009 by Mack Collier

Twitter and blogs are hot with companies, but they aren’t sure how to measure their efforts

As promised, here are the results from my recent survey on how companies are using social media. Over 200 of you responded to this survey, and thank you SO much for doing so! I’ll be digging into the results and takeaways a bit more over the coming weeks, but for today I wanted to give you a broad overview of what we learned. Here are some of the key takeaways from the 230 of you that responded to the survey:

89.6% of your companies are currently using social media.

The most effective tool for your companies is Twitter, according to 35.7% of respondents.

The biggest problem concerning social media your companies have encountered is being able to measure the effectiveness of your efforts.

First, here are the sizes of the companies that responded:

As you can see, most of the companies that responded were smaller businesses. That may also play into the responses given to this question about how much their company spends on social media:

The most popular response to the question about your company’s current social media budget was Less than $1,000, which was selected by 35.7% of respondents. This makes sense, as most of the respondents appear to be small businesses. What I found fascinating is that 15.2% of respondents said they had NO budget for social media! Of course 13.5% also said they weren’t sure what their company’s budget for social media was.

Now I think the responses to these next three questions do contribute to each other to a degree, and I’ll delve into this more starting on Thursday. But for now, I’ll let you mull over the results for yourself:

When it came to which social media tool has worked best for your companies, the Big Three of Twitter(35.7%), Blogs(21.3%) and Facebook18.7%) led the way, but I was a bit surprised to see that the 4th most popular tool (at 3.9%) was message boards and forums focused on your company’s industry.

Now for a biggie; The biggest issue or problem your companies are having with social media:

Let me break down the numbers for each response:

Not sure how to measure the effectiveness of our efforts – 33%

Can’t get customers interacting with us – 19.8%

Can’t devote time to social media – 15.7%

Don’t know where to spend our time/focus our efforts – 10.7%

We don’t know how to budget for it in terms of people or money – 9.1%

Can’t see how social media is helping our business – 7.1%

We don’t know what tools to use, there are so many! – 3.6%

We can’t handle more customer complaints – 1%

I won’t get into my takeaways or conclusions of these results till the next post, but it will give you something to think about for now.

Finally, I asked the companies that do NOT current have a social media strategy, to explain why not, here’s the responses to that question:

Note that 62.1% of the respondents to this question said their company IS using social media, but does NOT have a social media strategy in place to guide their efforts (insert nails on chalkboard HERE). This is a key stat that I want to really drill down into and see what else is happening with these people. What is their biggest problem with social media? Which tool are they using the most? I’ll get into much of that in my next post.

Finally, 9.1% of respondents said they outsource some or all of their social media efforts, and the form of promotion that companies are spending the most money on besides social media is online advertising (27.4%), followed by print (15.7%), direct mail (11.7%), television advertising (4.8%), radio advertising (2.2%) and bringing up the rear, billboard advertising at 0.9%. The most popular answer to this question was ‘Other’ at 37.4%, and if I had to do it again I would have added SEO as another option.

So thanks again to all of you that participated, this was my first social media survey, and I was very pleased with the level of response. BTW I created a short PDF on Handling Negative Comments for this survey, and gave respondents a sneak peek at it a couple of weeks ago, but if you would like to download a copy, you can find it here.

So please let me know what you think of these results, via here in the comments, or by emailing me. And BTW if you responded to the survey that you are having difficulty with your social media efforts, whether it’s figuring out what to use, how to get a strategy in place, or just to figure out if social media can actually help your company, please email me and I’d love to talk to your company about how I can help you get your social media efforts on track!

November 24, 2009 by Mack Collier

Even individuals need a social media strategy!

One of the findings in my social media survey from last week was that 18% of the respondents said they were a sole proprietorship. So this raises the question; If you work for yourself, do you still need a strategy for your social media usage?

Absolutely!

In fact I would argue that it’s even MORE important for individuals to have a social media strategy than it is for companies. Mainly because if you’re an individual, it is SO easy to let time get away from you (which kills productivity), if you don’t have a plan.

And if you do have a social media strategy, perhaps now is a good time as we head into the Holiday Season, to create a social media strategy if you don’t have one, and if you do have one, to re-evaluate your existing efforts. That way you can hit the ground running as 2010 arrives!

First, ask yourself why you are using social media. Be honest here, and really think about what you want to accomplish by being on all these social sites. What is your MAIN goal for using social media? If you’re in business for yourself, the likely answer is that you want to get more business. So there it is, your strategy for using social media is to get more business.

Now comes the important part; Which tactics will you use? This is where you need to put your time spent on Twitter and Facebook and your blog, on trial. Do you spend 2 hours a day on Twitter? Are you constantly checking Facebook? This again is where you need to be brutally honest with yourself and evaluate if these sites are where you need to be spending your time if you want to execute your social media strategy of getting more business.

Do you spend 2 hours a day on Twitter? Then you need to be seeing business benefits from that time spent, in order to justify spending that time there. And this is where Twitter in particular, can fool you. Let’s say you write a blog post about a topic, say social media consultants. That topic will probably get you a TON of retweets on Twitter, and a flood of traffic to your post.

At the end of the day you can look at your blog’s analytics, cross your arms and smile big at the nice spike in traffic that resulted. But if your primary customer base is B2B companies in the Pharma industry, how does getting a lot of RTs on Twitter about a post on social media consultants, really help you? This is where you need to be careful about Twitter and other social sites. It’s enticing as hell to see your content being shared via social sites. To see the RTs pile on and traffic flow in to your blog.

But at the end of the day, if that content doesn’t reach the people that you want to do business with, then ultimately that time spent was personal time using social media, not professional. This is why you need to put your existing social media usage on trial. Look long and hard at how you use these social sites currently, and decide if the benefits you are seeing are personal, or professional. There’s nothing wrong with using social media as a way to…be social. But if you are spending 3 hours a day on Twitter and Facebook in an effort to grow your business, and are only seeing personal benefits, then you need to either alter dramatically how you use these sites to grow your business, or stop altogether.

Start today by assigning goals to your social media usage. Goals that help you achieve your ultimate goal for social media of getting more business. Let’s say you like to spend an hour a day on Twitter as part of your existing social media strategy. That’s fine, but make sure that you have some way to measure the effectiveness of that hour spent on Twitter. Here are some ideas specifically for Twitter:

1 – X% increase a month in referrals from Twitter

2 – X number of DMs from current and potential customers

3 – X number of redemptions of special Twitter codes

And set goals for all the existing social media site you are using to drive your business. Track your results, make changes in goals if necessary, and stop spending time with a particular tactic if it’s not working.

The bottom line is if you are an individual, you need to have a social media strategy just as much as a company does. Look at where you are spending your time now, and honestly evaluate if that time is best spent with that site. If you haven’t already, set goals for your existing social media usage, so that time will be put to best use.

If you’re an individual using social media to grow your business, do you have a strategy in place?

July 22, 2009 by Mack Collier

A Detailed Statistical Analysis of One Blog Post

Two areas I stress to companies that want to work with me on their social media efforts is that we aggressively monitor all relevant online chatter about them/their competitors/their industry, and that we aggressively track all relevant statistics from their social media efforts. I wanted to take a look at an example of the latter with this post.

Yesterday’s post Five Reasons No One Likes You On Twitter ended up being massively popular and drove a record level of traffic here. But I wanted to walk you through some of the stats from this post, to show you that;

1 – It’s important to track stats associated with your social media efforts

2 – It’s important not to get bogged down in tracking TOO MUCH

Now my general goal for this site is to create content that others can find value in. I can get more specific and say that I judge this by:

1 – How often the post is shared via links, retweets, etc.

2 – How many comments it receives

3 – How many people contact me, which opens the dialogue for my potentially working with them.

Here’s some stats from this site and the Five Reasons post from yesterday:

Total site visitors – 1,635

Total pageviews Five Reasons post – 3,431

Total retweets – 162

RSS readers increased from 91 to 122 yesterday

Ok, those are broad figures, and all are well above avg, to be sure. It also suggests that Twitter was a huge reason for the spike in vistors and pageviews.

Next, let’s look at referring sites:

twitter.com – 633 visits

facebook.com – 46 visits

fastwonderblog.com – 12 visits

plurk.com – 8 visits

As we suspected, Twitter was the driving force in the popularity of this post. But I noticed two things I wasn’t expecting. First, Facebook sent 46 visitors, even though I didn’t promote the post on Facebook, as I did on Twitter. This is a good reminder to start doing that, and when I link to this post on Twitter after it goes live, I’ll also send it to Facebook as well. Second, I noticed that I got some referrals from fastwonderblog.com. I checked out their site, and sure enough, Dawn had linked to my post, in this post she wrote. I read her post, liked it, and just tweeted it to my 9K followers. But if I hadn’t been tracking my referrals, I might not have realized that Dawn had linked to my post (Google Blog Search hadn’t picked up on the link as when I was writing this post).

Finally, I noted a handful of referrals from Plurk. If that number had been higher, as it was with referrals from Facebook, it might suggest that I need to spend more time on Plurk, but for such a low number, it probably doesn’t warrant more time there, yet. But I should still pay attention, if the number of referrals from Plurk starts increasing, it could be a sign that I need to spend some time there.

It’s vital that you track your blog’s referrals very closely, to not only tell you who is linking to you, but also it gives you a great idea of which social sites are sending you traffic. This information can help you determine where you should be spending your time, moving forward.

Now for comments. So far, the post has 17 comments in about a day. That’s excellent by my standards. And the conversation in the comments is very robust, with everyone offering their opinions and how they use Twitter. A big success here.

Finally, I had one person email me about this post. This sounds disappointing, but I get almost no emails from my posts. And with this post, I specifically asked people to email me, and added a link to do so. So getting one email is a sign that maybe I should do this more often, or can at least do some more experimenting with this. BTW, if you’d rather comment via email, please do so 😉

So in closing, the post is a success by the three standards I wanted, to create a post that would be shared, that would be commented on, and that would prompt emails from readers. By looking at the stats more closely, I can see how to improve each of these efforts, and get a better idea of how my readers are interacting with my blog. Don’t underestimate the importance of closely tracking your stats, it might seem passive, but understanding what is happening can really help you maximize your social media efforts, moving forward.

UPDATE: I meant to include this in the post, but the stats about the post itself came from Google Analytics, the stat about the increase in RSS readers was from Feedburner, and the stat on the number of RTs was from Tweetmeme.

July 21, 2009 by Mack Collier

Five Reasons Why No One Likes You on Twitter

As the rush to Twitter continues, everyone wants to know how to get more followers and be more productive on Twitter. And increasingly, individuals and companies are wanting to build ‘communities’ on Twitter. Here’s five reasons why many are seeing those efforts fail.

1 – Everyone can see that you are in it for the numbers, not the people. Twitter is like any other social media tool, it works best when people are SOCIAL in their intent. Amassing a large number of followers so you can beam messages at them rarely works, and almost never works for companies that are trying to build awareness. If you want people to follow you, treat them as such.

2 – You understand social media, but you don’t understand how to be ‘social’. I continue to be fascinated to see how people that are supposedly ‘experts’ in social media, use these tools to be interact with others. To me, being social on Twitter means that you are inviting interaction. That you are giving people a reason to want to open a dialogue with you. Even when you make a point, you can discourage communication in how you relay that point to others. If your tone is constantly ‘I am right, here’s why’, then people will tend to shutdown communication. If your tone is ‘Here’s what I think, what’s your take?’, then people are encouraged to act. The tools will only function properly if you know how to use them.

3 – You don’t listen. Here’s a secret for getting more followers on Twitter: ALWAYS understand that the people that are following you, are smarter (as a group), than you are. The lesson here is that there is VALUE in the opinions of others. You can always learn something from others on Twitter. A big reason why I started #blogchat was because I wanted to LEARN from others on Twitter. I know how smart the people are that I interact with on Twitter, so I wanted to give them a stage to share their smartitude. I know that the more I listen to the people I follow and that follow me on Twitter, the smarter I will be.

4 – You don’t care about the people you want to be following you. Here’s another secret for getting more followers, you actually have to give a damn about other people. I am now following well over 3,000 people, and it’s damn tough to have meaningful interactions with a fraction of that number. So there are many people I am following that I rarely get the chance to interact with. But I can if I LOOK for ways to interact and let them know they are important to me. For example, if I see someone I am following tweet that they just got a new job, I send them a quick ‘Congrats!’ tweet. It takes 5 secs, but that lets them know I am paying attention and care about them. It’s all about where your priorities are. If you care, others will notice.

5 – You don’t promote others. This is a BIG pet peeve of mine. I go out of my way to promote others, because it’s another way of letting others on Twitter know I care, but it also creates VALUE for the people that follow me on Twitter. And guess what? People appreciate it when you promote them, this isn’t rocket science, it’s social media. And make an effort to promote the people that are interacting with you, and promoting YOUR content. It’s all about reinforcing the type of behavior you want to encourage. Which is an overboiled way of saying that you should say ‘Thank You’ early and often.

For companies and individuals that are looking to leverage Twitter as a way to grow their businesses, these are some steps to avoid, and some ways that I have found success on Twitter. If you have others steps that have worked for you, please share them in the comments. Or if your business would like to learn more about how to use Twitter effectively, please email me.

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