Pressing Introverts: What Modern Engagement Misses

With social networks becoming a dominant form of communication, at least in terms of the attention they receive, one might wonder where that leaves introverts. People who respond quickly, comment frequently, and network more efficiently seem to have an upper hand at a glance, especially in communication-related fields.

I was reminded of this while reviewing the very odd Facebook game called poweRBrands developed by Reckitt Benckiser. The game is designed to mirror the real-life experience of being a marketing executive in a cutting-edge company such as RB. No, it's not much fun for people who are marketing executives (the demographics are ages 18-30), but this isn't a review.

What struck me about the game is how much emphasis is placed on creating the illusion of networking. If you receive a call to attend a party (even if there is a research project due), you go. If you're invited to lunch, you go. If something needs to be brainstormed, you call the team together.

The Elevation Of Extroverts In Communication.

The point is that the game, much like the field, is surprisingly extrovert driven (even at the expense of results). So much so it almost seems counter intuitive, doubly so after reading a Psychology Today article by Laurie Helgoe, author and psychologist.

In the article, Helgoe discusses the personality-culture clash that introverts experience in a society that rewards extroversion, and corrects misunderstandings about the 50 percent of the population who prefer an active inner life to a busy social calendar. But this idea also made me wonder. While Helgoe considers the extroverts and introverts in the workplace, I wondered about them in social networks and whether some social media experts consider this as part of their communication equation.

For example, there seems to be a great emphasis placed on verbalized engagement — comment counts, open dialogue, and everything that can be seen (and counted). But what if particular content attracts fewer introverts? And why do social media experts discount their quiet influence?

The Role Of The Introvert In Social Networks.

Last year, Anthony Vultaggio made an interesting observation that connecting online is less social and more solitary than we might think. Publishing content on social networks, he said, gives introverts an advantage because they don't have a need to receive feedback from others.

Like journalists, he said, they reach inward and let others connect to their messages. However, I'm not so sure this is the way it stacks up in terms of capturing greater numbers of followers (if that is the intent for whatever reason). On Twitter, for example, extroverts tend to ask many more questions and have many more conversations because they have generally skip reflection.

Ergo, interaction attracts more interest. And, as I've mentioned before, there is ample evidence that social bloggers — people who speak and attend gatherings — leverage their offline connections to drive traffic to their online content. But more importantly, this still doesn't consider whether the quieter portion of the population is somehow being missed.

They share less, but tend to have more to say about what they share. They come up with great ideas, but don't measure outputs. They tend to be uncounted by social media measures, but are counted when it comes to actual outcomes. They bookmark more, anticipating to revisit ports and articles when they have more time to process the information.

Meanwhile, a social media project manager might be missing the introvert's presence all together, or worse, chase them away by trying to draw them out. (I actually witnessed this on a few occasions on Facebook; introverts fled after a page manager tried to engage them on something they quietly liked.)

The Crazy Thing About Measurements And Labels.

Personally, I don't believe there are such a things as introverts and extroverts as much as I believe there are behavior styles. Then again, I'm about as anti-label as they come with the exception of temporarily adopting labels to keep conversations fluid.

But this conversation starter might also lend itself to different insights for social media managers or whatever they might call themselves. Social media monitoring isn't nearly enough in terms of listening. And, as far as the workplace, I might add that drawing introverts "out of their shells" might be less effective than aligning them to areas where they can be a benefit.

Maybe the truth about what customers think about your product or service cannot be ferreted out by the data that is so readily available. And, depending on the type of people you attract, loud data might even be driving you in the wrong direction.

Advertising Tips: Two From Earnest Elmo Calkins

"Come to the point, and don't draw attention to the advertisement instead of to the goods." — Earnest Elmo Calkins

These two pieces of advice might surprise some, given that Calkins was one of the first advertisers to increase the quality of the art department at his agency. However, Calkins knew what many communicators have been forgetting in the last few decades.

Get To The Point.

Ideally, every advertisement has one point. Sometimes you can slip in up to three points. But any more than that and most people aren't likely to remember anything, let alone one thing that serves as a unique selling point or, preferably, product contrast. If you don't or rely on branding alone, you will eventually lose market share.

Nike provides a fine example. In 2009, most reports placed Nike at controlling 31 percent of the market share . It's clearly the market leader. However, the real story is that Nike controlled almost 50 percent of the market share in 1999. Ouch.

For all the fine advertisements that Nike has produced over the last decade, the company began focusing on branding alone, without any definitive reason to purchase the product. The point? It used to be associated with victory. What about today? Mostly, the company celebrates itself.

Draw Attention To The Product.

Nike isn't alone. Some advertisers have an ego, drawing more attention to the advertisements than the product. People might talk about the ads, but they never have a reason to buy.

Budweiser provides a good example. Bud Light dominates with 28 percent of the market share and Budweiser with 12 percent. In 2000, Budweiser controlled almost 50 percent of the market share collectively. What changed?

The advertising mix used to emphasize one of three creative threads: product quality, social responsibility, and contemporary humor. In the last decade, Budweiser seems to have invested more in contemporary humor, leaving the other two threads behind.

Social Media Presses The Shift.

These two brands are not alone. And part of the shift seems associated with social media. Most people propose social media solutions that do two things: never get to the point and always emphasize everything but the product. It's not sustainable.

There is one exception. Social media speakers can get away with this approach because they are their own product. So unlike goods, their ability to create relationships (indirect sales) and speak to people on their terms (reactive conversation) sells product. Goods and services are different.

People are mostly interested in the organization's ability to meet its core promise. And that is the reason an airline like Spirit Airlines can exist. Its promise is to get you to your destination cheap. All other factors — up-charges, service fees, relationships — are circumvented as long as they can deliver a $10 base fare. (Operationally, I'm not sure it's sustainable.)

Contrast this promise against most airlines that are attempting to sell competitive fares, friendly service, on-time arrivals, reward programs, and customer care for luggage. Multiple promise points tend to water down the message, and leave more room for error. Or, as we see with what could be happening with Nike and Budweiser recently, no point is equally disruptive.

Keeping House: How Good Housekeeping Connects

Good Housekeeping, the iconic women's service monthly originally founded in 1885, is looking for the next step in creating connections with consumers. According to Mediaweek, the magazine is transforming a 2,000- square-foot space at the Mall of America into an American home.

The home won't be static. It will include activities that include cooking demos, DYI projects, and design consultations by celebrity chefs, local personalities and experts from the Research Institute. With more than 100,000 people visiting Mall of America every day (on average), the concept could pay off, assuming Good Housekeeping can keep consumers it touches at the mall.

Touching Customers Beyond The Printed Page.

If there is an evolution for publications, especially niche publications like Good Housekeeping, it could very well be high touch. In order to relate to consumers and build connections, the magazine needs to redefine what makes it a relevant connection between brands and customers. Using its Research Institute as the reason, Good Housekeeping hopes to provide expert advice to build loyalty.

In recent years, social media has provided a platform that convinced many consumers to move away from publications, preferring advice from friends or people they like online. When not seeking advice from each other, it's easy enough to connect direct to companies for incentives and insights from inside sources. Publications helped pushed them away by insisting on an elitist position. The economic climate didn't help either. Subscriptions and monthly costs are often the first to be cut from budgets.

However, if Good Housekeeping can introduce itself by coordinating offline activities and then keep consumers engaged via social media, then there is a potential for success. Specifically, Good Housekeeping could transform itself into a destination.

What's Missing From The Marketing Mix?

The Mall of America is a good first step. However, Good Housekeeping only has a marginal social media presence (it doesn't even list its social media assets on its front page). Most of the communication consists of plugging articles, even those that are framed as questions. They are not questions as much as as cutlines. The dialogue between the publication and followers is limited.

Despite this, some of its online connections are readily engaged. On Facebook, most plugs average about six responses. It's a good start from the 6,500 or so people who follow along.

With the addition of the physical presence, Good Housekeeping has an opportunity to use the instructional workshops and celebrity visits as an introduction to its online platforms. Once people connect, it can engage them over the long term, even if the intent of the American home is to become mobile. There are plenty of other crossover media opportunities too, including the potential to film and share onsite demonstrations.

Much like Citizen Gulf or publishers and bookstores hosting author signings, the real future of communication points to online marketing that drives consumers to proximity-based events, demonstrations, and high touch opportunities that can be later shared as fresh content.

It's not all that dissimilar to what social media speakers already do. Speaking drives traffic, which can then be converted into sales (books, services, etc.). At the same time, the increased following then makes the speaker more attractive to the next host.

It's not rocket science. It's strategic. And if this is the direction Good Housekeeping goes, then it should be no surprise why Hearst Magazines has successfully adapted to changes in the marketplace with Good Housekeeping for almost 100 years. About the only thing it hasn't done is become more cross-gender friendly. However, looking at online followers, maybe it has.

Failing Pitch: How A PR Firm Can Derail Exposure

When a public relations firm has a client roster that claims Fender, Dickies, Red Bull, and MTV, you might expect a great pitch. Unfortunately, that is not always the case. The back of the house sounds different than the front. I've forgotten by how much.

If last week is any indication of things to come, there may be no shortage of silliness after sticking our toes back in the murky waters of publishing. Liquid [Hip] might be a side project, but it's quickly picking up steam and some people have taken notice.

Most pitches are professional. Penguin Books, for example, know what it is doing. From pitch to coverage, even their intern was professional. Likewise, we thought a mostly unknown musician did pretty well. She didn't have any public relations experience, but her pitch convinced us she had a story worth sharing. And then there was that firm with all those bright and shiny clients.

How PR Pitches Have Negative Impact.

The pitch was sent late at 6:10 p.m. on Friday, without any contact information other than a name and two links to their Web sites. What was especially unusual, is that it wasn't even a pitch as much as a time-sensitive promotional solicitation. Here it is, minus the closure.

Dear Rich/friends at LiquidHip,

I got your contact via the “inquiries” link given on your site, and was wondering if you’d be interested in doing a CD giveaway for the new Jenny Johnny album “I’m Havin’ Fun Now”? It comes out next Tuesday, and I was hoping we could have you set it up. If we could try shooting for next Tuesday (August 31st), that would be perfect, but obviously we can work around that date. Let me know if you’re interested. It’s a great album! It’s received a bunch of buzz thanks to the NPR stream posted up on Monday. Anyway, if you could get back to me ASAP that’d be great! Thanks so much!

Cheers,
[Name]

I happened to catch it as I was closing up late in the day. In retrospect, misspelling the name of the band, Jenny And Johnny, ought to have been a red flag. Referencing what NPR, another media outlet, did was also questionable. Ending with "Cheers" is always a bad sign in the U.S. But we bit.

After some discussion on whether or not we could accommodate the short notice (editorial juggling, establishing the giveaway criteria, getting an advance release, etc.), we decided it might be fun for our growing group. Besides, we had already covered a single from Jenny And Johnny and were bullish on the album. We responded within 30 minutes, with direct contact information for the weekend.

No call or follow up ever came. By Monday, we assumed the public relations firm had realized the Friday to Tuesday turn time was too close, even for them. By the end of the week, we thought otherwise. It was just a bad pitch, probably part of a mass email scheme to get publishers to read past the first line.

The downside for Jenny And Johnny was that we had intended to review the full album the following Friday (Sept. 3) until receiving the inquiry. We moved the review to Tuesday. But then, with no follow up from the firm, we covered what we originally planned and gave the Friday spot to the under covered My Gold Mask. We expect great things from them.

When you add it all up, it's a peculiar chain of events. Jenny And Johnny went from having an album review to a CD giveaway to nothing in less than one working day. Well, not nothing.

I can always use the experience to teach other public relations professionals and students what not to do. If you're going pitch, stick with it. Otherwise, your client will lose and your next pitch will end up in the don't bother pile.

Remembering Workers: Labor Day

It seems fitting to cite a recent poll conducted by Hart Research Associates on Labor Day, which is meant to recognize workers for their contributions. The small voter poll (801 likely voters) found that even those who are employed have been impacted by the recession.

Three-quarters of respondents to the survey said that either they or someone they know has been affected by wages that lag behind the cost of living. Sixty-five percent said that they or someone they know has suffered a reduction in wages. One-third of those polled has had a family member directly impacted. (Keep in mind, only 801 people were surveyed.)

Highlights From The Hart Poll.

• 62 percent of non-college graduates are facing challenging/difficult times.
• 49 percent of college-educated peers are facing challenging/difficult times.
• 62 percent of blue collar workers are having personal economic difficulty.
• 51 percent of white collar and 52 percent of professionals are having personal economic difficulty.
• 71 percent of Hispanics, 66 percent of African Americans, and 53 percent of caucasians are struggling.

The challenges that have impacted these Americans the most have been wages and salaries not keeping up with inflation (46 percent), reduced hours at work (32 percent), and loss of job (27 percent). Change to Win, which commissioned the survey, is using the data as part of a campaign to lobby government to promote higher wages.

Unfortunately, higher wages generally diminishes the number of workers and increases unemployment. This, in turn, diminishes demand and companies are forced to lay off even more people or suggest pay freezes and/or salary reductions to retain staff. Even local, state, and federal governments operate under this model.

Government workers are being asked to forego merit pay to help keep departmental budgets in line. And when government cannot come to such a consensus, it cuts workers and adds to unemployment. In addition, more regulations tend to convince companies to delay hiring by the private sector.

The Economy Relies On The Success Of Small Business.

If anyone wants to understand the American economy, look to small business owners. Currently, small businesses represent 99.7 percent of all employer firms, staff more than half of all private sector employees, and are responsible for generating 64 percent of net new jobs over the past 15 years (SBA). These firms are also the most likely to have owners who make marginally more than employees (unlike corporate CEOs, whose salaries are often cited in these studies).

Likewise, the study also shows why most Americans have an aversion to higher taxes. The majority consists of individuals who are already struggling against a dollar that doesn't go as far and small business owners already struggling to keep the doors open and wondering how they are going to pay for additional mandates.

While this might seem dour for a day most Americans consider the last day of summer, there are three takeaways. Good employers and employees are in this together. The private sector, especially small business, is the key to turning the economy around. And if you're a marketer, it might give you pause in considering the environment in which your messages are sent.

Managing People: Fresh Content Project

Most communicators (the better ones anyway) already know you cannot "control" information or people. The most you can hope for is developing a brand promise that can be met.

In other words, the best you can do is to manage your behavior and your communication (or your company's communication when you are charged with writing or speaking it). And by doing so — assuming you have the right passion, energy, realism, and enthusiasm — you might set an example for others to follow, colleagues or coworkers, or inspire consumers to give your company an opportunity to make them customers.

All five fresh picks tap into management in one form or another. And, all five provide a lesson that you can apply today, one that is vastly superior to always being worried about the other guy, whomever that might be.

Best Fresh Content In Review, Week of August 23

• Everyone Is Replaceable.
Andrew Weaver puts his spin on a classic executive reminder that "everyone is replaceable" but with a lesson that some might find surprising. While the old adage might be true, the reminder isn't for employees as much as managers. Given the weakened economy, Weaver alludes to the idea that some managers are taking the easiest possible management path ... fear. Unfortunately, fear has a habit of demoralizing employees even if their output increases over the short term.

• The Connection Between Branding and the Customer Experience.
Jay Ehret presents a simplified take on how branding works within the context of customer service. Specifically, he says that the brand promise plus the personality of the brand provides the expectation or framework for what people expect. The quickest way to kill a brand is to deviate from the framework. When that happens, it breaks trust. Incidentally, a new study conducted by the Relational Capital Group and a team of researchers at Princeton University proves exactly that.

• Staggering Discovery: Goal-Oriented Content Works.
Even before citing six points for goal-oriented content, Valeria Maltoni lays down an important piece of information. She says writing about a subject without passion will circumvent any goals you might have in mind. She's right and that's where her six points come into play. Not only do they serve as a model for what you are trying to do, but they also help some writers remember why they used to be passionate about the subject matter in the first place. By asking yourself the six questions she proposes, you might reignite some passion in your writing.

• When a Good Thing Comes Together: Helping Neighbors in the Gulf of Mexico.
There were several recaps to the Citizen Gulf event held last month and all of them were solid. However, Kami Watson Huyse's recap seemed to go even further in accounting many of the people involved. The best part of Citizen Gulf was that it took the social aspects of online communication and brought them to life in 20 cities across the United States. If you didn't happen to be in one of those cities, you could find enough online updates that you still fell connected.

• The Most Wasted Page On the Web
John Jantsch points out one Web page that seems to have no content management whatsoever — the thank you page. Most companies either waste the space outright or oversell, making customers regret the decision to give up their email address in the first place. In the post, Jantsch provides several ideas that many customers might respond to, including optional surveys, related context (related to why they subscribed), or an instructional page that might prove useful on their next visit.