I live a digital life. I don’t mean that I’m involved in digital media, though I am (hey, you’re reading this, right, and you probably got here via Facebook, Twitter, or Google). I mean that my first instinct to discover, research, connect or share now involves digital platforms. Cases in point:

I saw a tweet by Heather Caliendo on Twitter about the movie Inception last Friday. It was positive, and I know and like Heather and more importantly, respect her opinions and know she has high standards for smart stories. So, when my husband and I considered a movie on Saturday night, guess what we saw? Yep… Inception, based in large part on Heather’s tweet to the world. I’ve not seen Heather in months, since she’s moved to Colorado, but our relationship matters to me regardless of our “face-to-face” interaction (or lack thereof).

I recently dropped my iPhone into a toilet. It suffered a severe case of PTSD (Post Toilet Submergance Dysfunction) and then died. Through my digital friendship with Bobby Rettew, who sympathized with my phoneless plight and had also recently upgraded to an iPhone 4, I became the very happy owner of his lovely 3G S phone. I’ve never met Bobby in person, though we keep threatening to make that happen. However, I consider him a friend, not just a “friend” in the Facebook sense of the word.

On a trip through southeast Kansas over the weekend, we stopped in Pittsburg to eat dinner. I used my UrbanSpoon app to check out possibilities and we discovered some awesome Italian food at a place called Napoli’s, located on Broadway in Pittsburg. I posted via Foursquare & shared the post to Facebook that we’d really enjoyed our visit. A FB friend, local to the area and someone I’ve not seen in person for many years, said they’d been hesitant to try it, but now they might after hearing our experience.

What is the point of all this? Digital relationships matter. People do pay attention. The relevance quotient for digital relationships is high…. I didn’t do a Google search for restaurants in Pittsburg since I didn’t want to know about all of them… just the good ones. I didn’t buy a phone from Craigslist because I depend (and Crossroads Communications depends) on my phone for my business and I trusted Bobby. And the movie… we see maybe two or three a year. So we choose carefully… and Heather is a writer. She knows a good story when she sees one. Her recommendation elevated Inception to the level of “worth spending one of our two movie nights left this year on” status.

Relevance is the engine that drives our digital decisions. The future of the web as a connection medium  lies not in creating more information nor in more platforms for sharing information. It lies in better ways for relevant information to be funneled to the people who care about it. When you think about how to use the web to drive business, or use social media, or anything else “2.0″ related, start with answering the question, “Who cares?” because that forces the question of relevance. It’s not about creating buzz, or getting hits, or driving traffic… it’s about nurturing relationships that allow your offering, be it information or an iPhone, to become relevant to a very specific set of consumers at exactly the right time. THAT is what translates digital interest into business or brand success.

Many thanks to Doug Stewart, a guy dedicated to helping small businesses dominate their space on the web, for asking me to talk with him for a few minutes about effectively using social media and PR together to market businesses. If you’ve never heard me speak, here’s your chance If you have and you’re game for more… bless you, firstly, and secondly, enjoy the interview!

Have a topic you want to see me cover here? I’ve been toying with the idea of breaking my no-video style… what would you most like to see/hear for the first vid post on this blog?

If you’ve been there, you know it stinks… and sometimes the worst of it isn’t the financial difficulty, it’s the confidence shattering, ego body blow that does you in.

While I own my business so I can’t technically “get fired,” it feels very much the same when a client decides to go another route and either cuts ties with Crossroads Communications or reduces our role in a project. I’m thankful that it hasn’t happened often, but it did happen this month.

And the worst part is that I know, on some levels, at least, it was the right thing both for the client and for us. It wasn’t the best fit, from the beginning, but it was a referred project and I take the trust someone places in me and in Crossroads Communications when they recommend us very personally.

Some lessons learned….

If the fit isn’t right, it isn’t right. Period. Better to disappoint a little by not taking the project than disappoint a lot through a difficult relationship or less-than-wonderful execution.

If there is criticism, maybe you earned it. Listen carefully, think, take the time to understand what went wrong and why. Fix what you can, apologize sincerely if you need to do so and take those lessons with you to the next relationship.

Unless your mistakes were really core business failures (you didn’t perform work you contracted to do, for instance, or you stole content) don’t dwell on the problem beyond the lesson-learning portion. You’ll just kill your confidence and your drive. No good comes from that for either you or the client.

If the relationship is salvageable, save it. Even if that means the best thing you can do is recommend someone else for the job. Just because this client’s project and needs aren’t a good fit for us right now doesn’t mean they don’t know other businesses who ARE a good fit for our brand of integrated marketing strategy and know-how.

That’s my story… if you’ve been fired from a job or a project and you want to share your experience or your lessons, the comments are yours

At Ignite Tulsa last month, I talked about “Why Passion Doesn’t Change Anything.” I wanted people to come away with the idea that passion, by itself, doesn’t accomplish change, or make love true, or make you money. In other words, don’t be passionate; be effective. And now, those of you out there (and you know who you are) who have an idea, a passion, a… something you know can succeed, have your chance to go be effective.
The 2010 Tulsa Entrepreneurial Spirit award is now open for submissions. You need not be based in Tulsa to enter or win, but you have to be willing to open or expand into Tulsa if you’re from somewhere else.

The reason this program is so worth it for people who have an idea, or who have a business that needs some help to get to the next level is the process… going through it helps entrants clarify their vision, prepare a business plan that works and gets the attention of potential investors, loan officers, etc., and the 25 entrants who advance to the semifinal stage get invaluable (free!) business coaching to help them launch and grow. And that’s how raw passion gets transformed into something that matters… and makes money.

Sponsored by Spirit Bank and Tulsa Community College, the program is in its fourth year and will award this year’s winner $30,000. Two runners-up are also selected and awarded smaller cash prizes.

Don’t wait… if you have an idea, or a business that needs to grow (and you’ve been in business for less than 5 years) the time is now. Go unleash your big idea and start using your passion to be effective.

Submissions accepted until May 13th.

I don’t write as much about Public Relations on this blog because I write A LOT about Public Relations over on the Journal Record’s PR blog.

This week’s PR post is about Waste Mangement COO Larry O’Donnell’s trip to the trenches to experience what his employees actually do during their work day and the chronicling of that experience on the new TV show “Undercover Boss.”

This week’s episode, airing Sunday, features a Hooter’s exec doing the same thing. So… first garbage and portable toilets and second hot wings and hot chicks.

Aside from the potential PR benefits and pitfalls, which I talk about in the Journal Record post, consider for a moment the PR possibilities for the show itself by starting with something everyone thinks is awful (cleaning toilets) and following it with something highly controversial (hot pants or hot wings… why do you go?).

Undercover Boss is pulling out all the stops to launch successfully and letting the buzz in the leadership, management, business, environmental, feminist, manly men and reality TV camps and in social media drive the ratings.  What do you think? Too much calculatedness on the part of the show? Do you “trust” that the experience matters to the companies?

Go for WHY: http://www.flickr.com/photos/oberazzi/318947873/

List posts have their place, and I know they are good for traffic. I’ve written them, too. But our super-connected world and the constant flow of information seems to be driving us to oversimplify complex subjects and interactions. By creating lists. Lots of lists. In some cases, lists of lists.
I’m not against all lists… I believe in a to-do list, a grocery list and have tweeted & retweeted helpful design tip, font and how-to lists. But not all things can (or should) be reduced to a bulleted list.

If it’s a complex subject, treat it with the depth it deserves. A marketing communications plan, encompassing goals, objectives, strategies, tactics and metrics should be more than a list of items. A public relations plan should be more than a list of ideas or publications and an editorial calendar. When we start to work with a new client we ask a lot of questions about their business… not just about what they sell and who they sell it to, but about things like:

Where does your money come from? Revenue? Profit streams and margins?

What is the recent history of the market segment you inhabit? Near future changes or evolutions you expect? Long-term future or potential?

Adjacent markets? Competitive markets?

What factors in the market and within your company’s revenue map do you control or influence?

We augment with our own research and then we tackle goals and objectives, clearly grounded in the business case for what we’re doing. The marketing communications plan addresses how the goals and objectives fit the larger picture of the business and where it wants or needs to go. When you start with a good WHY, all the WHATs and HOWs become much easier to define and later on to sell to the people who have to sign the checks to see them implemented.

By now, you’ve completed all the steps in part 1 (previous post) and have a mountain of data…. random bits of impersonal knowledge. Next, we need to add some human insight to the data, season with some business sense and a dash of intuition and we’ll develop actionable information.

Talk to your customers. Especially your best ones. I don’t like lengthy, impersonal surveys for this. Customers are valuable and you should treat them (and their time) as such. Call up, go see, take out to lunch (depending on your business) your best customers and just ask them why they do business with you. Tell them you’re in the middle of trying to quantify who you are as a brand and that you value their opinion. In fact, you’d love to find more customers just like them. Ask them how they’d describe your company to someone looking for the service you offer (if they were selling your company to a connection, what would they say or do?) Encourage honesty… and look for telling information. Do you have a web site, but your customers don’t think of that as a way to tell people about you? If not… then perhaps how they think of your business isn’t reflected well on the web site. This happens when you THINK your market position and brand image are all about (A), and (A) is splashed all over your site (or brochures) but the perception in the marketplace is really (B).

Talk to your employees. Ask them how they describe who they work for… how they characterize your company. Ask them why they think customers buy from you. Don’t just ask your sales or marketing people. At one company, one of the guys out on the shop floor showed us a nondescript (to me) metal part. “These,” he said. “We use these. No one else does. At least, not in their regular line product.” I asked for some clarification… and found out that the company routinely uses a metal part two grades better than specs require in this particular product. It fails less often than comparably priced products. And this part shows in the product exterior. I talked further with sales, service, dealers…

The company was (attempting) selling itself on service… how they took care of customers and any problems that happened. Their service WAS good. But the real selling point, the reason customers recommended their products to other people, was that part. It meant (to the marketplace of people who actually USED the product daily) something to see that quality… though every part and bolt isn’t an upgraded version and the customers knew it. The product was a quality piece through and through, even so.

In their marketplace, long-lived equipment mounted to your truck was a badge of honor. Toughness and all that. Their peers could see the quality of their equipment and their investment… and that meant something to this market. Owning this brand meant you cared about how you did your job.

Service is great and all, but it’s even better to not need to call because the thing doesn’t break.

So the company’s web site, stuffed with service messages, and brochures with maps of authorized service locations, etc., weren’t helping their front line sales force (their current customers) sell. They needed to step back, go through the brand audit process and align their public messaging and touchpoints with what the marketplace told them was true… And arm their sales force, their employees and their customers with the right tools and information to share the message that toughness mattered.

So… now you are ready to sit down with the data from part 1 and the human insights from part 2. Really think about what all that stuff can tell you. Even if at this point you decide you want professional help or insight (let me know), you’ve already done a great deal of work and saved that time, effort and dollars. If you’re game to tackle it yourself, just remember that sometimes the biggest insight comes from the smallest details. Be not afraid.

This is the first in a series of posts about how Small Businesses can perform a Do-It-Yourself brand audit.

Overheard:

“You can’t embark on any new marketing until you’ve had a brand audit done!”

“I don’t even know what that is… seriously.”

“You hire a marketing firm or ad agency and they come in and tell you how people see you brand.”

“You mean, what they think of my logo and my ads?”

“Yeah, and then what you need to do to meet your goals.”

Assumptions (before you read further): You understand that your brand and your logo are NOT the same thing. You understand that while advertising is a form of marketing, all marketing is not advertising. And that branding is more (much more) than either one of them.

A brand audit is a good idea for all businesses, but unless you have many locations, lots of employees, multiple campaigns across multiple channels… you can do at least a preliminary one on your own. Here’s how:

Accept that you’ve made mistakes - begin with the attitude that you will discover some things about your brand and company that might be painful. Decide (now) that this is a voyage of discovery and the end result will be a stronger, better-positioned company.

Map your touchpoints - Every way you interact with your customers and every place you attempt to influence them. Obvious ones include ads (yellow pages? online? TV? newspaper? Football booster poster?) and brochures. Less obvious ones might include the signage on your company van, envelopes, invoices, how the phone is answered, what your front door looks like, employee uniforms/appearances, online presence, community involvement… Really think about this. It doesn’t matter what the INTENT was (ad on the football booster program to support the program, not to gain customers). If it does or potentially could touch your customers or prospects, include it. Visuals work well here (take a snapshot of your front door, your van, one of your employees on the job, etc.). Ask your employees to help you think of ways you touch customers that might be out of the ordinary.

Gather some opinion - If you aren’t tech-savvy, a friend who knows how to help you set up Google alerts, search social networks and generally do some listening is really helpful for this part. If you are interweb-friendly, take a look around the web. What are people saying on sites like Yelp, Epinions and CitySearch? Look up what local sites have to say about you… if you’re a dentist, for instance, search for common phrases like, “dentist in [your community]” to see what’s being said, on what sites. Many sites exist out there purporting to be “portals” for people to find information on services (like dentists) but really are just scraping the web, listing what they find, and making money off of serving Google ads (for dentists, teeth whitening, etc.) when people visit the “listings page.” If inaccurate info is out there (wrong phone numbers, work hours, specialties, etc.) then try to get it updated or changed.

Gather your financials, invoices, etc. - You need to know where your money comes from… and from whom. Where does the profit in your business really live? Many businesses we’ve worked with have started the audit process telling us they want to move their brand to “x” but when we delve into this part… their money, lifeblood, where people trust and connect with them, is “y.” Unless there’s a very, very good reason, trying to change y to x is a difficult (at best) and disastrous (at worst) proposition. A better one is to see where in the y space you can expand, improve or illuminate new markets.

This is a good time of year to begin an audit process… you’re dealing with your end-of-the-year financials anyway, and most businesses are thinking about next year’s marketing initiatives.

In the next post in this series, we’ll be talking about what to DO with all this fabulous info you’ve gathered. If you think of/know of other types of info you think would be relevant to beginning a brand audit, please share them in the comments. Also… have you been through an audit? Good outcome? Bad outcome? Please share!

Image credit from Flikr user tiffanyday

Yeah… bubbles. Stay with me… you’ll see

After another furious #blogchat on Twitter where smart people were discussing the differences between passion and influence as it pertains to blogging and why (if?) it mattered, some things I’ve been thinking about began to crystallize. And because it’s what I do when that happens, here I am writing about it.

Before we dive in, thanks to @spikejones for inspiring some of this, @MackCollier for #blogchat (and lots of inspiration over time) and @edosegal, who wrote the ambient streams post I read recently.

First, some definitions (well, mine, anyway):

Passion (in the marketing sense) = commitment to/attachment to a brand, product, idea or position regardless of compensation.

It’s a feeling, an internal condition. It cannot be manufactured or externally created. Passion is a choice the individual makes… I choose to love Godiva dark chocolate. Godiva hasn’t asked me to love it, paid me to love it, and doesn’t particularly care that I do so… I, on an individual level, am not influential in their marketing planning. (Oversight on their part? Perhaps… )

Influence = ability to affect other’s perceptions or awareness.

Influence CAN be purchased/created. It’s an external perception… Billions of ad dollars are spent every year trying to influence the awareness and perception of potential customers. Is it possible for an individual blogger to have influence in a space he or she is not passionate about? Long term, I think the answer is no. Bloggers who have influence in a particular space usually have earned that right through good information, solid community, earned respect. Not always… because, as we’ve already said, influence can be purchased. Programs and tools and schemes exist to “grow your blog” and “get thousands of followers” to jump-start influence.

At least initially. Some of the current “stars” of the social media world, for instance, may not be around in a year or two. If they aren’t passionate about the relevant, interactive web, they will run out of things to say that resonate with the community marketers are hoping to reach through their influence. If they stop resonating, they will lose influence, and their relevance.

Someone who is passionate about an idea or product or brand keeps on learning, and loving, and sharing experiences and interactions born of the love affair. And those shared moments will typically only resonate with those who are interested in the same brand or idea. Maybe the audience isn’t in love yet… maybe just experimenting or looking for a first date. That’s where passionate people and influence intersect.

I can be influenced only by those people or messages I choose to pay attention to. Repeat… I can only be influenced by those people or messages I choose to pay attention to.

Why do I care what TechCrunch thinks in general about [insert brand here]? I don’t. I don’t care about what TechCrunch thinks about a lot of things. But I <3 Apple products. I tend to pay attention to what TechCrunch says about all things Apple… I am passionate about that brand and TechCrunch’s opinion is more relevant to me when they are talking about Apple than when they are talking about XBox360. I choose to pay attention… and then TechCrunch has a chance to influence me and my opinion.

What is missing from all this influence and passion is a way to filter relevance. It’s a fact that humans filter information and stimuli all the time. The web’s current model is based on active search:

Random thought triggers question…

Brain can’t supply answer…

Enter phrase into Google, or more typical for me, Twitter (or your weapon of choice)…

Scan results… (FOR WHAT… ?)

Click on choice that seems THE MOST RELEVANT to me (I trust the source/know the source or believe Google’s method for determining importance and value)

The future of the web, I believe, won’t be based on active search, but on ambient streams. Already, who I choose to follow on Twitter creates ambient streams that bubble up the information I care about. As more and more of the web dabbles in relevance… more information will find us rather than us going to look for it.

Who we choose to be influenced by (who we let control our information streams) will matter a great deal more than it does now. I suspect we’ll get more picky, too. More fragmented as a marketplace, more determined to know what we want to know and not see the rest. How will we determine who makes the cut? Passion… who we believe. Influence… who we trust. And relevance… who we perceive to “understand who and where we are in life.”

Already, the web can tell where I’m located, who is tweeting or geotagging near me, what sites/locations/stores I’ve visited recently (and if I positively or negatively reviewed them), and who I’m choosing to be influenced by (who am I connected to on Twitter, Facebook, Ning groups, LinkedIn, etc). How far off is that one app/program/site that will analyze that info, assign relative relevance scores to the possible streams of info, and show me what is relevant to me based on ME, not on Google’s basic algorithms?

Heady, and scary, stuff. What do you think… what’s next?

It’s been a couple months in the making, and started after a conversation with Ron Hudson (@Ron_Hudson) and Mike Henry, Sr. (@mikehenrysr) about how businesses use social media (or don’t) effectively. Marrying the idea of sharing what we each individually knew (and could collectively add) to the concept of helping a business effectively use social media excited all of us. We decided a traditional media company would be an ideal candidate and our group expanded to include Cindy Morrison (@cindywmorrison) a long-time former news anchor in Tulsa, now an author and speaker.

I am grateful to be part of a talented team and to have a client dedicated to using social media effectively. We’ve set goals, met numerous times with FOX23 management and had our kick-off meeting. You can read more about the project’s inception and focus in this release.
Now, the real work begins. I, for one, can’t wait.
If you have social media success stories or strategies to share, please let me know in the comments!

(Read the update for Week 2 here.)