A Blog About Digital Marketing…

We write about what we do. Digital marketing ideas that are approachable, through the lens of our work; that’s what you’ll find in our posts.

Archive for July, 2009

Why Tone Matters Most

Friday, July 31st, 2009
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The most important quality in writing is tone.  There.  I said it.

It’s true, and here’s why: tone is such a significant part of writing style, it tends to rule everything around it.

Tone determines structure.  Tone accentuates subject matter.  Tone focuses message.  It really does make everything else better (or worse).

When you’re writing, consider tone first.  Before you start.  In the outline stages.  What will happen is this: you’ll end up creating a message with more purpose and feeling, something that speaks to your audience in a way that isn’t possible if you ignore it.

When I first started writing here on the Matterhorn blog, I swore probably once or twice each post.  But that hasn’t happened in a long time.  The reason?  I don’t swear much.  It wasn’t sustainable in the blog because it wasn’t natural for me.  And while that would be fine in a piece for one of our partners, where we take information and match tone to it, it doesn’t work here.

So the tone of the writing here, to continue the example, is very informal.  The point is for Pat and I to be ourselves, and write about whatever happens to make our brains itch.  The tone fits us, and Matterhorn, exactly.

It wouldn’t work for an insurance company.  In fact, it would do a lot of damage to an insurance company’s credibility to have a really informal tone.  That seems obvious, but think about how far it goes.  In our example, informal tone also means truncated sentences and short paragraphs.  So it links directly to structure.  It would be next to impossible to talk about insurance this way, so the subject matter is compromised.  And when those fall apart, the message is lost on the audience.

It’s worth it to write in your notes the tone you’re looking for.  There are tons of ways to describe it.  Light, dark, wordy, brief, grave, silly, funny, serious, direct, oblique, strong, soft, and on and on.  Be specific, because you can’t really overthink it.  It’s that important.

Tone connects everything you want to say to your audience.  Spend some time, for both your sakes, and examine not just what you want to say, but how you’re going to sound when you say it.

5 Things I Love About Seth Godin

Wednesday, July 29th, 2009
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If you read this blog regularly, you know that I like to link to Seth Godin.  A lot.

That might equal points off for me from some of you, which is fine.  There are plenty of other passionate marketers out there, and one size doesn’t fit all.

And, if this is a little too much for you, so be it.  But as far as marketing and business thinking goes, I believe Seth is the best.  Here are five reasons why:

1.  Seth’s a paradox.  He writes quite a bit about ideas that seem contrary to business, yet work effectively.  They’re also ideas not easily put into practice by most people, but they’re simple to understand.  At the heart of it, he recommends acting in a way that appears backward, but isn’t.  Life’s like that.  Why shouldn’t business be?

2.  Seth’s honest. I also like his willingness to cut out large parts of the market for the sake of better business, clearer messages, and truth in marketing.  Seth says don’t be all things to all people.  Just be you, and be you really well.  I like telling customers exactly what I don’t do; I think it gives more credibility to what I do do.

3.  Seth’s blunt. Every book and every blog post gets right to the point.  If you’re going to get offended by someone exposing what’s wrong in your business, Seth’s stuff probably isn’t for you.  It’s all constructive, but it’s not sugar coated.  There’s no time to pretend the emperor has no clothes; there are too many opportunities for greatness around for that.

4.  Seth’s selective. Seth remarked in his blog a while back that the best review he got for one of his books was something from the New York Times that was along the lines of, “The book is written for and will only appeal to the most motivated people out there”  (not an exact quote).  So, his ideas appeal to me because I’m in that group.  My education has been out in the field; my degree honestly hasn’t helped me much.  Seth tells me that’s a positive, and I believe him.

5.  Seth’s right. There’s example after example of businesses that do exactly the kinds of things Seth talks about, and they’re thriving.  They’re Purple Cows, they go through The Dip, they get Permission, they form Tribes.  Sure, there are financially successful businesses that do exactly the opposite of what Seth says to do.  But which ones would you rather participate in?

Me?  I’d rather start something great.  Thoughts?

Marketing Failure

Wednesday, July 22nd, 2009
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I read the word “transparency” what I would quantify as a lot of times each day.  I see examples of it less than that.  Here’s a good one that explains what transparency doesn’t mean.fail444456-thumb

I think that what good marketers mean when they talk transparency is different than a  warts and all approach.  In other words, don’t put everything you do online.

Making your entire process available digitally isn’t transparency.  Let’s face it- that information is going to be edited and selected and weeded.  That’s behind-the-scenes.  Interesting maybe, but not transparent.

Instead, deal with mistakes. Talking openly about that kind of thing is attention grabbing and sticky.

I’ve written before about how much I like the Heath brothers’ Made To Stick, because it breaks marketing ideas down into their essential components. In a way, it turns language to math.  It works great for understanding mistakes.

-Businesses that openly dissect mistakes are doing something unexpected, because not many businesses are doing it.

-They’re using a concrete idea -a mistake- that everyone can identify with, one that hooks into people’s memories.

-They’re credible; what’s more honest than admitting you were wrong?

-They’re emotional, because mistakes are ultimately linked to the people that make them.

-Mistakes tell stories, which are memorable.  Comedy, for instance, is all about failure and mistakes.

Everyone makes them.  It’s unavoidable.  Sooner or later, process of elimination, it has to happen.  It will happen.  Here’s an example of what I’m talking about…

Michael Jordan Failure

Marketing a mistake is mental tai chi, I think.  It uses the audience’s natural resistance to marketing against them.  It’s winning people over through honesty.  To me, that’s really appealing.

Recent mistakes? I’m going to work on letting fewer typos slip  (I know- Me?  Typos?  It’s true.)    You?

Why Buy Content From a Writer?

Friday, July 17th, 2009
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Small business owners know exactly what they want to say about their businesses.  But they don’t know how to write it effectively, efficiently, briefly, succinctly, compellingly, or strategically.  Usually.

Not all of our customers buy content from us.  But I wish they did.  Pro content writers help businesses in big ways.

There are lots of reasons to buy content.  I know because, before I started writing for a living, I investigated them.  If I was going to take the leap from outdoor pro to freelance writer, I had a lot of questions to answer.

Here’s what I came up with (and, btw, I did make the leap successfully- thanks to all who’ve helped):

-Time The one thing business owners need above all others is time.  There’s never enough of it.  Entrepreneurs and small business owners work 16 hour days and could easily make 24 if biology would quit getting in the way.

People have time to write memos and emails.  They don’t have time to write brochures, web copy, folders, press kits, and sometimes, yes, their blog.

-Quality Using a professional writer makes a difference in quality.  It’s like hiring a graphic designer; there are things that professionals do that others can’t.  What’s tricky is that, while not everyone can draw, everyone can write.

But that’s a strictly utilitarian sense of the word “write”.  Not everyone can write professionally, and pros do a better job.  If an important project comes up- not email, not memos- and quality counts, hire a professional.

-Focus This speaks directly to the first line of this post.  Professional writers mold and shape content.  They add nuance and style.  They add hooks.  They tell stories.  They can (or, should) make your message sticky.

It’s one thing to know a business inside and out; it’s entirely another thing to write about it.

-Cost To assess the cost of hiring a professional writer, think big.  Imagine a big project, like an important speech or a new website:  Why is it being created?  Big projects are created to make conversions.

Conversions of money.  Conversions of mindset.  Conversions of information. The written word, if used properly, can do whatever we want it to do.  That’s worth a lot.

So there’s my “Why Buy Content” mini-festo.  Do you disagree?  Do you know some good writers you’d like to plug?  Feel free.

What’s The Message In Word-Of-Mouth Advertising?

Wednesday, July 15th, 2009
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rain_on_the_windshieldI really like to hear stories about word of mouth advertising.  To be honest, it always seemed like a geek quirk until I started getting into marketing.  But really- when someone starts talking about a great product or great service, my ears perk up.  Doesn’t matter what product.  I’ve been that way forever.

For instance, I love Rain-X, the stuff you put on your windshield to bead water.  A friend, years ago, stopped at a gas station during a storm to put some on, telling me about how great it was.  Then, we drove down the highway, with 18 wheelers passing us, without using the windshield wipers.  I was sold.  And now I tell everyone about Rain-X (seriously).  They don’t pay me, or give me products.  It’s word of mouth.

Why does word of mouth work the way it does?

1) Honesty The truth is rare enough to create attention. It stands out -way out- from everything else, and that’s worth talking about.

2) Surprise If there’s something genuinely surprising about a product, it’s worth talking about.  Marketing that leaves a surprise to the customer is brave.

3) Lagniappe This is a creole word that means something like “gift”.  Businesses that give the customer something extra often get word of mouth back.

4) Service Just being friendly is worth talking about.  It gives us an idea of just how many people are phoning it in.

What those 4 characteristics share is that they exceed expectations.  For people to talk about a product of their own volition, it’s got to be pretty far outside the norm.  No one’s going to talk about the used car commercial.  In fact, almost all marketing does completely the opposite.

It’s bold to be honest.  It takes restraint to create surprise.  You must be generous to give a little lagniappe. You have to care to create service worth mentioning.

What’s missing?  Do you have some good word of mouth examples?

Blogger Outreach: The Dos and Don’ts List

Tuesday, July 14th, 2009
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After spending a day at the wonderful Blog Potomac a few weeks back, we started thinking about how to best reach out to bloggers on behalf of clients.

Here’s the thing:  It’s not terribly hard.  If you do good research, read up on the blogs you’d like to pitch, and make sure you’re a good fit, you should have some success in collaborating with bloggers for PR.

Here’s the other thing:  It’s kind of hard.  You have to be willing to give up control of your information or product, and you have to make yourself very transparent about what you want.

But the payoffs can be great.  If you want exposure in a targeted community of people, and you want to participate within that community, blogger outreach can really help.

For instance, we partner with small businesses.  There are tons of opportunities for our clients to get involved in the literally thousands of conversations happening all the time in the blogosphere.  The scale is just right, and the personal level of attention fits, as well.  Small or large, there’s a way for everyone to participate.

After initiating our own blogger outreach efforts, I created this list of dos and don’ts.  Super helpful was reading a couple of different posts at Krishna De’s Biz Growth News, as well as reading the excellent Blogger Outreach Code of Ethics from Kaitlin Wilkins at Ogilvy PR.

Here’s the list below.  I hope you find something helpful here.  Feel free to share this- just please link back to us so we can see where the conversation goes.

Blogger Outreach:  A Primer

Bloggers are people who publish.  If the man-on-the-street had editorial control over what showed up on the news, it would resemble a blog.  For marketing, think of blogs as digital, scalable word-of-mouth.

In a PR sense, many of the same rules apply to blogger outreach that apply to distributing a press release.  You must be courteous, establish a relationship, and understand the blog you’d like to connect to.

But there are significant changes, too.  Bloggers are researchers, stringers, and editors-in-chief.  They make the decisions, including the decision to write about you in an unfavorable way, if they so choose.  New rules exist, and you must understand them before using blogs as media sources for marketing.

What follows is a Do and Don’t list for blogger outreach:

Do

-Do get to know your blogger.  This is a lot easier than it was traditionally, as most (good) blogs are highly, or at least somewhat, personal.

-Do read your blogger’s posts.  It’s the best way to get to know your blogger (see above).

-Do respect a blogger’s posted directions for PR.  Contact them in whatever way they prefer.

-Do acknowledge the blogger’s influence and expertise.  You want to give them information for exactly this reason.  Saying so is polite and helpful.

-Do be transparent.  Tell bloggers exactly who you are, who your work for, who you are representing, and the purpose for which you’ve contacted them.

-Do encourage the blogger to be transparent about you, and their relationship with you.

-Do be clear about why you think they might be interested in the information or product that you’re presenting.

-Do relinquish control of your information from the beginning (yes, even if the blogger decides they hate the product).

-Do leave bloggers alone if they don’t respond or don’t want to participate.

Don’t

-Don’t feel as though you’re giving a blogger a gift.  There’s plenty to write about without you.  You’re asking for a favor.  Sure, it’s something you believe would help the blogger.  Still, be personable.

-Don’t pitch a blogger that’s not the right fit.  You have to be able to provide value to their audience, so make sure that that’s your audience, too.

-Don’t forget who you’ve pitched- make yourself available to bloggers that respond.  Make sure there is contact information in your correspondence.

-Don’t pretend to have read a blog that you haven’t read.  Be upfront, clear, and honest about it.

-Don’t pitch bloggers if you are going to try to control what you’d like them to say about your information.   Bloggers have a responsibility to their readers, and not to you.

-Don’t make bloggers search for research material about your information.  Try to provide everything they need in the first email without making them have to click through to somewhere else.

The Secret, Simple Formula For Writing A Blog

Monday, July 13th, 2009
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The best blogs are personal.  Sorry, but I’ll just tell you right off the bat:  there’s no formula for that.   Good writing takes a lot of practice.  It gets better the more you do it, but you have to put in the miles.

There is, however, a formula for blog structure.  Actually, there are (most likely) thousands.  What I’ll go over here is just one.

An aside:  I love learning.  I’m a student of being a student.  One thing I’ve found to be true is that there are lots and lots of ways (the process) to get to your goal (the principle).  Quite often, the most important part of your project is just choosing one.

O.k.  Here’s one way to write a blog (this is what I do):

1) I think of a title.  Usually, I’ve got some ideas for subjects, but the first step is to think of how I’ll frame that subject.  The way I do that is with a title.  If you need help writing titles, Brian Clark has good advice for you.

Also, I keep headlines in a file in Rustybudget.  This is a really helpful tool that works in several ways.  I can keep a scratch file of topics there.  I can keep notes for headlines there.  I can plan blog posts according to date, if I have seasonal topics (or for whatever reason, really).  And, the feature I like best- I can add a bookmarklet to my browser that sends urls to my rustybudget files outomatically, without having to copy, open, then paste.

2) I have elements that I use every time.  This tip comes from Matt Cutts, who’s works on SEO and spam among other things over at Google.  The structure is this:  500 words, 5% keyword density, and 5 links.

That’s pretty cut and dried, which is what I like about it.  It’s simple.  But I also like how it accomplishes two parts of the process:  SEO and post structure.  I don’t always hit all the categories dead on, but that’s not what they’re for.  They’re guidelines, and that’s the best way to use them.

3) I use a prioven, reproducable format.  I don’t want to feel like I have to reinvent the wheel everytime I sit down to write a blog post, so I go back to what works.  The format is this:  Attention grabbing headline, point/conclusion/idea of the blog in the first couple of sentences, small sub-headed or numbered points to expand on the idea.

I got most of the ideas for the format from Ginny Redish, who’s written the most applicable information on writing for the digital space that I’ve come across.  A little deeper into style, though, is William Zinnser‘s “On Writing Well”.  Even though it was written more than thirty years ago, it’s still my favorite book on how to write.

4- kind of) I sometimes add a picture.  I usually have an idea of the kind of image I’d like.  But sometimes I have trouble finding something, or sometimes I just skip it, to tell you the truth.  But I think people really like to see an image on a blog.

So, that’s what I do.  How about you?  Let me know if you found this helpful, and feel free to share any of your own process.

The Best Of Simple

Monday, July 6th, 2009
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Did you ever read any stories about Simple?  He was a character created by Langston Hughes, and the stories were published in a segregated black newspaper in Chicago in the 30′s.

The stories are important, but not any more than Simple himself.  He is the story, breaking through everyday life’s roadblocks with that particular brand of common sense that makes the rest of us say, “Why didn’t I think of that?”

Simple could teach marketers a lot.  A message that appeals to the “well, of course” reaction in us all.  Something simple- that’s what’s called for.  Here are 5 reasons why that works.

1)  Simple messages are easy to understand. If it requires explanation, we’re lost.  A clean page sends a powerful message.  Get to the point already.

2) Simple messages are easy to read.  This is the difference between you average local law office spot and a Nike ad.  Everyone knows what both are, but who’s really leveraging that preexisting knowledge?

3) Simple messages are clever. People hate change, but they really appreciate something different.  You can say a lot with a little, but you have to choose your words wisely.

4) Simple messages introduce complex ideas. Go back to the google example I linked to.  The algorithm they use might be one of the most complex pieces of code ever engineered.  How did they present it?  With their name, and a search box.

5) Simple messages are sticky. I recently read Made To Stick again (pick it up- it’s required reading on this subject).  As the Heath brothers put it, simplicity isn’t about dumbing down- it’s about getting to the core of your message.  People are more apt to remember you if you can simply convey who you are.

If you have to explain everything about what you do, your message is lost. People can’t remember everything about you.  Make it simple.

What are your ideas about simplicity?  Share your best example with us- I’m definitely interested in hearing about simplicity in all its forms…

Any Business Can Use Social Media: A Case Study

Thursday, July 2nd, 2009
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If you think you can’t participate in social media, you’re wrong.

But don’t feel bad.  I was right there with you for a while.  Not in thinking that you couldn’t participate; just that it wouldn’t be worthwhile.

But I have three examples to share from today.  Between them, they prove that any business -any business- can participate in social media and make it work for them.  Meaning, they can generate and participate in conversations that people are having about them.

The first comes from an interesting meme on Twitter.  When graphic designer Drew Olanoff was diagnosed with cancer, he began to deal with it by trying to make fun of what is a very serious situation: he started to blame his cancer for everything that went wrong.  Ever.

Lost keys?  Blame Drew’s cancer.  Toast a little too dark?  Blame Drew’s cancer.  Long story short- He and some friends started to spread it around and it took off.  Soon they partnered with the Livestrong Foundation, and they’re hoping to raise money by having others repeat the message.

So, I sent my (unfortunately snarky) tweet out to the world with the tag #blamedrewscancer, and I blamed Precious Moments on Drew’s cancer.

I have a dry-bordering-on-dark sense of humor.  Recognizing that, @preciousmoment responded to me that she would take the blame, since it was for a good cause.

I was (kind of) shocked.  The graceful way that they accepted someone (me) making a little bit of fun at their expense is social media at it’s finest.  Their response was the textbook example of how to enter the conversation.

They found out what I was talking about.  They talked to me in lighthearted way about it.  They left it there.  And I always thought they were evil.  Apparently not true.

The second example is from Chris Brogan’s blog post about Glynne Beer-Flavored Soap.  Here’s a product that lots of folks might feel has no story to tell.  Not true.

Glynne’s has a blog, a facebook fanpage, and a twitter account, all acting as different tools to talk to other people.  Are they hard selling their soap over facebook?  No.  So what’s in it for them?

Community.  People are talking about that they’re doing, who they are, what kind of people might like their products, how their soaps are made, health and hygene, and on and on.  Why wouldn’t you, as a business, get involved in that?

Plus, they’re from Monkey Junction, NC.  That’s worth starting a company just to say that you’re from there.

Finally, I saw (and participated in) a contest on Twitter today to win an Amazon Kindle from Shurguard Self Storage. This company rents storage space, and yet they successfully used social media to get people to talk about who they are.

Not that they’re boring.  Or that they shouldn’t be using social media.  Just the opposite.  They have a story, too, and they’re just using new tools and techniques (combined with old ones- a contest) to tell it.

My point is that social media is not some huge, complex, confusing tech beast.  It’s a collection of really great, mostly simple tools that you can use to have conversations with people.

That’s it.  What conversations are you having?