Do Do Do On The Internet Works Until It's Done.

It's no secret that actions rule marketing. It was the marketing answer for online measurement, one underscored by any number of antecdotes — click it to win it and jab, jab, jab, right hook among them.

There is nothing wrong with actions, but sometimes it can short sell the impact of social media just like it used to short sell the impact of good advertising. In the wrong hands, it can undermine the customer by giving them less credit than a doorknob. They're not stupid or sales marks.

Did anybody read what Graham Hill noted in his column? A one percent response rate is now acceptable in some marketing channels. One percent? A few years ago, the only thing a one percent return in direct mail meant was that you were going to be fired. Industry standard was four percent.

Four percent was remarkably low too. Double-digit returns was one of the reasons direct mail became part of my portfolio. My response rates were higher because I didn't believe the customer was stupid.

In essence, the most brilliant move among modern marketers wasn't in developing great campaigns. It was making themselves superstars by lowering the bar to its most banal point in history, and then convincing their clients that the only way to make more revenue was more frequency and reach.

David Ogilvy said it: Consumers aren't morons. She is your wife. Or friend. Or neighbor. 

The idea was introduced to me by Borne Morris, who joined Ogilvy & Mather in 1960 as a writer. She worked there until eventually becoming head of Ogilvy & Mather in Los Angeles. Some agency accounts included Mattel, Columbia Pictures, General Foods, and Baskin-Robbins. 

Among all of the bits and pieces of knowledge I've collected, the Ogilvy quote remains one of my favorites. In fact, that is why I elected to paraphrase it in the subhead. The concept behind what he said has outgrown its original intent. It isn't about protecting consumers from being maligned as dunces. It's about something much bigger.

When you remember that the consumer is your wife or friend or neighbor, you are also advocating that they aren't looked at as "them" but rather someone close to you. It makes you one of them.

You can research, plan, and think but social will be what it wants to be.

The real benefit of being one with the consumer as opposed to the person trying to reel them in for a quick fix is that it addresses what ought to be the golden rule of social media. That rule is simple.

"Any social campaign is going to be what it wants to be. You have to be ready to go with it, follow it where it goes, and deal with whatever it becomes. If you do, brilliant. If not, you're a blowhard."

I was reminded of this over the weekend while managing the realtime social for the Vegas Valley Book Festival. I had some hard plans for what needed to be done on the day of the event. I spent several weeks considering how to best cover it live. All that was tossed out when I caught a cold.

There are more than 100 panels and lectures and presentations (many occurring simultaneously), live social coverage had been bandied about for a month, and now you're too sick to attend. What do you do? Since sending someone else to cover the event wasn't an option, I was straight up with them.

I told them that I was too sick to attend and needed an assist, making my base camp about a half-hour away at my home office. Without any hesitation, one of the young adult authors and a local reporter jumped in to help direct the stream of participant-generated content, using a designated hashtag.

By 10 a.m., the social stream across Facebook, Twitter, Vine, Instagram, and other networks became too big to retweet and recapture with the hashtag. There was even one hour when the Vegas Valley Book Festival account was tossed in Twitter jail. It made attendees even more excited to share their experiences at the event. Insights suggest the event's online reach outpaced last year tenfold.

Every experience has three parts. Most marketers only worry about the first.

The event might be over, but the social work needs to continue. Many attendees already know that the event will be followed up with ongoing exhibits through November, permanent author lists on Twitter, event photo boards on Pinterest, and other post-event offerings. All of it is a great way to prolong the good feeling that so many of them experienced during the event.

Not many marketers consider channeling additional effort into post-event occurrences, especially when there is no "sale" incentive. But since my firm has been working on social as a community service and extension of my position with AIGA Las Vegas, no one had to approve anything. I think post-event communication it is a critical component of any outreach.

This runs contrary to most marketing plans, which tend to put all the emphasis on pre-event activities in an attempt to build actions and concern themselves very little with the purchase experience or customer retention. In other words, marketing is overly concerned with pushing people to the cash register and not concerned enough with the experience or joy of ownership (tangible purchases or intangible memories) that eventually pays bigger dividends in brand equity.

If they did realize it, then these marketers would stop worrying about trying to make people do, do, do until it's done. Why? Real marketing realizes that we don't want people to complete a transaction. We want to leave the ticket open so our customers have a longer lifecycle than direct response action.

For the Vegas Valley Book Festival, this means prolonging the great experience people had at the event and having a better opportunity to outline next year's event as new authors are lined up. It doesn't mean trying to make them like, share, promote, or otherwise participate in empty engagement on a social network. Make sense? I hope so. Nobody needs to learn the hard way.

What do you think? Are there any companies out there proving themselves to be effective at creating a viable customer lifecycle? I know about a few, but would love to read some other thoughts too.

Where Would We Be Without Words? I Can Imagine.

Years ago, when John Corcoran told me that almost half of his students were not able to read beyond a third grade level, I didn't want to believe him. And yet, I believed him.

I believed him because third grade was a pivotal year in my education too. It was the same year that my grandmother made the decision to have me repeat the third grade outside of the public school system. Had nothing changed, I would have landed on the wrong side of a statistical division.

According to the John Corcoran Foundation, two-thirds of students who cannot read proficiently by the end of fourth grade will end up in jail or on welfare. Not all of them do. Corcoran was a teacher.

He learned to cheat, but only cheated himself. 

As Corcoran progressed through school, he became more and more resourceful in hiding his illiteracy behind his natural aptitude for math, athletic prowess and deep friendships. He hid it so well, in fact, that he taught bookkeeping, social studies, and physical education for several years.

Living this lie wasn't easy for him, he told me, but it was not nearly as painful as not being able to help students who faced a similar problem. They could not read and he could not teach them.

Corcoran eventually did learn to read, but not until long after he left teaching and entered real estate. He was 48 years old at the time and an exception to the rule. Most people never learn to read.

A brief look at the growing literacy problem in the United States.

There is a growing literacy problem in the United States and our self-confidence, much like Corcoran's self-esteem, makes us blind to it. According to the U.S. Department of Education, 14 percent of adults in the United States cannot read (the same number of people who do not use the Internet) and, according to the National Assessment of Adult Literacy (NAAL), this number swells to 40 percent when counting those who only possess level one reading skills (marginally functional).

High school graduation is not an indicator. As many as one in five students graduate without being able to read. About one in four graduate without being proficiently literate. One recent study, OECD Skills Outlook 2013, placed the United States 16th in literacy proficiency (among 23 countries).

The same organization warned that the U.S. was the only country among 20 OECD free-market countries where the current generation is less well educated than the previous one. It published this finding as part of the National Commission on Adult Literacy in 2008. It's not any better today.

Individual career paths aside, literacy is a family matter. 

Any time I step on stage or in front of a classroom, most people cannot imagine me as anything but a writer. Even with other occupational titles, writing has provided my career with a strong foundation. I write approximately 10,000 to 15,000 words a week (excluding email and social networks), which is the equivalent of a novel every other month (and the reason I don't write a novel every other month).

Ironically, I can imagine my career path without ever becoming a writer. From the onset, I wasn't very good at it because strong writing is indicative of being a strong reader. I wasn't a strong reader.

Reading came much later for me. I didn't learn to appreciate it until seventh grate. Writing came even later. My skill sets were only passable up until my freshman year. Both have stories for another time.

The point is that I can imagine it because I had to imagine it. But what I could not imagine would be the inability to help my daughter when she needed it most. She reads with confidence now.

While it has been an amazing journey transforming my daughter into a strong reader during the past six months, I can't help but wonder what might have happened without intervention. What if I didn't know how to read well, let alone teach? How long could she have hung on as a struggling reader?

Three days this week with literacy. Maybe you could connect to one.

Thursday is All Hallows Read. Most people pass out candy, but Neil Gaiman continues to make the case that people could pass out books instead. He calls the campaign All Hallows Read, a program that inspires more stories and less sweets for Halloween.

I wrote about the program last year, including five titles that have always conjured up an appropriate spirit for the season. Feel free to add The Ocean At The End Of The Lane, written by Gaiman. Coraline is another family favorite. The film is part of my family's Halloween lineup.

Friday is National Family Literacy Day.  The National Center For Family Literacy (NCFL)  is hosting a fundraising challenge for literacy. Proceeds from the campaign will help the center continue its work, which has helped more than one million families make educational and economical progress.

The reason family literacy is so important is that children's reading scores improve dramatically when their parents become involved and help them learn to read. This isn't possible without literate parents so the program goes a long way improving the household. The NCFL is my friend Geoff Livingston's account and he is raising funds along with hundreds of others. They have a "thunderclap" scheduled.

Saturday is the Vegas Valley Book Festival. The Vegas Valley Book Festival is the largest literary event in Las Vegas, bringing together hundreds of writers, authors, artists, and illustrators to celebrate literacy and creativity. All programs and events are open to the public. Admission is free.

As social media director for AIGA Las Vegas, I have been overseeing elements of the social media campaign, including an event schedule on Facebook. If you are in Las Vegas this Saturday, there isn't a better way to promote family literacy and art appreciation. There is also an event kick off tonight with Catherine Coulter as this year's keynote.

One last thing for my own curiosity: What are you reading and why? I really would like to know. It's important because you never know who it might inspire next because words inspire lives. They inspired mine.