So much is made of Twitter as a platform for conversation, it’s powerful search qualities are often overlooked.

Twitter provides marketers with the ability to micro-target based on geography, keywords and phrases, subjects referenced, content and even sentiment shared.

The increased ability to search necessitates a deeper understanding of your target audience. It also enables marketers to create an ongoing focus group to obtain it.

Use search.twitter.com, wefollow.com and other tools to find your brand’s target consumers.

If you follow 100 people from your target audience, you’ll notice trends. You’ll see who your target audience really is, what they read, think and share.

Your ability to market to them will greatly improve, too. You’ll stop seeing them as just statistics and more as real people.

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I asked several people how they found what they love to do and if they always knew what that was.

Tony Hsieh, CEO of Zappos, told me:

“I don’t think you’ll always know… Some things may seem glamorous and you’ll find out that you don’t actually enjoy it, and other things that you might have never thought of may actually end up being really enjoyable.  I think it takes a lot of trial and error… you may end up loving underwater basket weaving, but you’ll never know until you try it! I would just try to meet a lot of people from all different backgrounds and try to do a little of everything… and also read a lot of different types of books. The more people and perspectives you are exposed to, the more likely you’ll end up figuring out what you love to do!”

I respect Tony’s advice. He practices what he preaches. His speech on happiness at SXSW gave many people, myself included, Goosebumps. If you weren’t there, check it out below.

Zappos – SXSW – 3-14-09

View more OpenOffice presentations from zappos.

I asked Guy Kawasaki. He told me:

“I stumbled upon it. There wasn’t a plan at all. “

He advised those looking for what they love:

“Keep your eyes and ears open and pursue living with abandon. It’s a numbers game: try a lot of things to discover what you love.”

I asked the question of Marc Girolimetti, a friend and founder of Green Grotto Studios:

“It all depends, because personally I love many things… If it’s someone like my wife, well we found each other. Neither was seeking the type of companionship  that we ended up fostering, but we recognized the significance of the situation and ran with it. Then we go and start a family and you have an automatic mechanism to love your dog or your child. However, I do believe in the ability to attract things that you love…”

I’ve thought about the question for several months and continue to revisit it with friends.

I found what I love by trying to understand what people and companies were really trying to communicate–and helping them do it more effectively. When I started, it wasn’t a job—it was a practice — something I did as a daily habit. I found its relevance to my career when I observed the importance of clarity in improving marketing as well as in how people work together. The practice of seeking clarity is something which I do in my own life every day. It’s not a job. It’s a practice. My advice for finding what you love is to ask yourself what you want your “practice” to be.

Well, what do you want your practice to be?
What advice do you have for those seeking what they love?

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When I tweet, cool stuff happens. I call it Twitter serendipity.

I’ll discuss a band on twitter, a few minutes later friends on twitter reply with links to songs I’ve never heard from that band. A few months ago, I helped a new twitter friend find a good deal on a hotel room in NYC. Turns out he’s the VP of a company I’d like to work with. Today, a prominent blogger discovered a tweet I wrote a few months back about wanting to represent bloggers — not just their media but their full offering as brands — to companies. That blogger who emailed me had perfect timing. I am in the process of building that model right now.

When I tweet, cool stuff happens.

I discover articles and events. And most importantly, I discover people.
Businesses often ask about the ROI of twitter. And while there are many ways to answer that question, that most elusive and compelling benefit of twitter is the relationships you create.  So, what’s the ROI of a relationship?

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A few weeks ago I presented to a room full of litigators at a local law firm. The topic of the presentation was how they can use both social media and interactive marketing to effectively communicate with existing and new customers and grow their business. Around that time, I started following Kara Smith on Twitter. Daily, she posts informative links on social media PR for the legal community.

Prior to starting Karasma Media, she worked in Human Resources at Goldman Sachs and with their Equity Derivative attorneys. She received her MA in Media Studies while working as a marketing manager at TIAA-CREF. Her company, Karasma Media, works with legal marketers to create a more clearly defined focus and distinctive business strategy that will provide them with a competitive advantage for new business, higher reputation recognition, and enhance their ability to attract, win, and retain the clients they really want.

We spoke with her recently about her perspective on social media for the legal community.

1.   Does a law firm have to have an open culture for social media to work?

If by “open culture” you mean, “have a willingness to be transparent”, then yes. In today’s business paradigm, we as consumers are not longer tolerating hidden or miscellaneous fees, and the anonymity of those managing the organizations we spend money with. Communication is key.  While the legal industry may have considered themselves immune from the expectations of corporate business in the past, clearly this is no longer the case. So, now more than ever before, open communications and transparency is necessary for firms to gain and retain their clients.

2.   What are some common objectives you receive from members of the legal profession regarding using social media?

Quite simply, like everyone else, they want to know how they can use social media to increase their bottom line.

3.   What do you wish more lawyers knew about social media?

1) They had a clearer comprehension of how incredibly important it is for them to be actively using social media to communicate with their current clients, and attract new ones. Using social media, prospective clients who call them will be the ones that they want, and be ready to do business. There’s no better ROI than that.

2) I wish attorneys had a greater comprehension of how social media works. The more they understand how it works, its cost effectiveness and the time saving techniques available to them, the more satisfaction they’ll have on multiple levels. Mastering how to utilize it and being able to attract the kind of clients they want took me years of study and ongoing personal communication. And what I do for myself, I do for my clients.

4.   What makes social media for law firms different from social media for other professional groups?

The most prominent differences are due to the history of the legal industry and the nature of their business. For one thing, lawyers have been marketing their services for the last 100+ years the same way, and until very recently, have been doing so very successfully. Secondly, the legal industry is extremely comfortable using online platforms like FindLaw.com, LegalOnRamp, JD Supra, and Plaxo that are “closed to outsiders” and cater specifically to their industry.  Once they step outside of that comfort zone, social media moves away from being simply a networking tool to being a public relations outlet.

It’s understandable that because their business is law, many attorneys are cautious about making themselves available on a platform that they perceive to be “open to public scruitiny”.  The truth of the matter is, if you are not at the forefront of your online conversation someone else is going to be. Holland and Knight learned that the hard way to be sure.

5.   What is the least intuitive aspect of social media for the legal profession?

It’s important that their target audience be narrowed down as much as possible, and this is a difficult concept for many firms to grasp. Today’s consumer is savvy, very aware of his options, and extremely customer service conscious.  In order to stand out from their competition, it’s mandatory for firms to satisfy information needs, and address concerns directly.

Once the audience is identified, a blog should be created that’s specific to that audience. The blog’s content should be made up of useful information and resources; build relationships and trust, along with positioning the firm’s principals as experts among your target group.

They’ll continue expand their firm’s online footprint using other new media tools such as eNewsletters, online surveys/polls, traditional and new-media public relations, presentations, downloadable whitepapers, YouTube, and article marketing.

In order to be successful, they need to understand that motive matters, these tools need to be used correctly. Also they wont be effective unless they are used consistently.

When other firms are cutting back, there is no better opportunity to pick up new clients, increase your agency’s profile and market share. You can do more online with a fraction of the cost of any other advertising of PR campaign.

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Gabriel Rossi understands branding. He shares articles, insights and encouragement about branding via twitter every day.  He consistently ads value, which is why I follow him. If you like what you hear, he’s @gabrielrossi. Introduce yourself and continue this conversation.

1. Please name a few companies who are effectively branding right now and why would you call their branding effective?

A. The Marketing Store: They are one of the world’s largest integrated marketing communications companies. Martins Vieira Jr (Their CEO in Brazil) is a dear friend of mine and someone who really believes in the importance of internal transparency and solid bonds with his team. What’s the result of emotional connections with your employees? The brand delivers on its promise with outstanding performance. The Marketing Store doesn’t put lipstick on a pig.  They fulfill high expectations. That’s why I like the brand.

B. McDonald’s: I must confess that my consumer side sometimes gets very critical about their customer service. It’s also true that McDonald’s needs to improve its online posture (more friendly and accessible feedback platforms, for example). However, the giant made a very smart move by coming back to the basics. Instead of blindly relying on growth, they focused on what made them so strong during all these years, better exploiting ‘the infant’ archetype as well as starting to pay more attention to things like quality, cleanliness etc..

C. Hyundai: The brand understands the vital importance of creativity when facing tough times. Hyundai’s recent Assurance program was very smart and a sign of truly consumer centric approach.

2. If a company wants to rebrand itself, what are a few things it should consider?

Rebranding is a bit more than changing the design of your logo. Rebranding is a long process (usually takes years) and always requires an inside-out response. You need to craft your brand again from the inside-out. It can be quite challenging, tricky and dangerous. Do it quietly and patiently… I advise companies to invest time in sorting internal issues out first of all. Ask your employees what the company represents to them. Do they understand its story and ambitions? What kind of dreams do they have for the future? Where does your organization want to go taking into consideration the current market place?

 3. Is the process individuals use for personal branding different from the one companies use?

The concept of ‘Personal Branding’ was introduced by Tom Peters over a decade ago.  It’s a pity that it’s so misused and banalized by self-aclaimed ‘leading experts’ and gurus.  Me me me me… Your brand is a lot more than what you want to generate by the color of your blackberry or the price of your suit… Your brand is about who you really are inside people’s minds and hearts. It’s not about me, it’s about THEM. A personal brand is what they are going to say about you when you turn your computer off…

On one hand, we are considering people’s gut feelings about an organization or its products or services. On the other, we are talking about people’s feelings about you as a human being.  Have you performed a self-assessment of your strengths, weaknesses and ambitions?  Are you an authentic and happy person? Have you let people down?

4. What is the compelling sales benefit for a branding investment in this economy?

I’m a marketer. I’m a huge believer in profit.  If a brand doesn’t serve the sales force, it’s like putting the cart before the horse.

“…. Profit is not the primary goal, but rather an essential condition for the company’s continued existence”  – Peter Drucker

5.  Who should participate in branding a company?

A Brand is a collaborative process. In other words, a Brand is generally made by strong relationships with all its stakeholders. It takes not only the marketing department, but also the internal force, communities, media, investors, in some cases Government or even the local Church.

6. How does a business owner know whether she has effectively branded her company?

I think quality Branding coupled with a solid and competitive business plan should define whether a company will survive or not in this ‘new digital era.’  We (consumers) need shortcuts that help us simplify our choices. Clutter gets worse every day and we lack time. Decreased price sensitivity, increase of profitability and market share are just some examples of the power of a strong brand.

7. Should companies think differently about branding when it comes to twitter?

The basic principles of branding in Social Media are very much the same. Lessons that guys like Drucker, Levitt and Al Ries taught us have shown to be immutable. For example, listening and talking to your consumers are still vital things to do before starting any Branding effort. Allen Adamson makes a really good point on his new book ‘Brand Digital’:

“… Given that the primary objective of any organization should be to get a better understanding of human thought and behavior in order to serve people’s unmet needs, the magnifying power of digital is a very good thing, if it is used in this manner. It is a good thing if an organization uses it as it should ne used to gain meaningful insights about its core audience and its primary competitors…”

I would go further and say that good Branding Professionals go outside their offices and come back with their hands full of dirt, brains fueled by consumer’s stories and their feet in need of recovery.  No brand has any value without market validation. Powerful Brands in the digital world don’t rise from mirrored offices. Go outside and remove the illusion of separation between you and your consumer. Digital Branding is not about us. It’s about THEM! It’s a symbiotic process that has only any value if it fulfills needs and expectations. Windows instead of mirrors always folks.

8. Can you recommend a few articles that help a small to medium sized business understand branding?

Classics

‘Marketing Myopia‘ by Theodore Levitt

Recent

‘In Praise of Marketing‘ by John Quelch (one of the best articles about Modern Marketing I’ve read in ages)

Books

‘Building Strong Brands’ by David Aaker.
‘Corporate Religion’ Jesper Kunde and B.J. Cunningham
‘Brand Digital’ and ‘Brand Simple’ both by Allen Adamson
‘Brand Aid’ by Brad VanAuken
‘Authenticity’ by James Gilmore
‘Zag’, ‘The Brand Gap’ and ‘The Designful Company’ by Marty Neumeier
Positioning by Ries and Trout (One of the most important books in the history of Marketing & Branding)
‘The Practice of Management’ by Peter Drucker (Chapter 5 is responsible for what we call Modern Marketing today)
‘A Clear Eye’ by Tom Asacker
‘The Brand Bubble’ by John Gerzema and Ed Lebar
‘Taking Brand Initiative’ by Hatch and Schultz
‘Surviving is Not Enough’ by Seth Godin
‘The Open Brand’ by Kelly Mooney
‘Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today’s Consumer-Driven World’ by Pete Blackshaw

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(Image: “Be prepared”, by pink hats, red shoes on Flickr)

In January I am flying to Latin America to conduct a week long workshop on social media marketing and sales strategy. There are many differences in language and culture and research and preparation is more essential than ever.

Here are a few steps I am taking to ensure the presentation will be helpful and relevant.

1. Do.  After listening to your talk, what do you want members of your audience to do? Conduct a meeting? Ask their customers a question? Read a book? Use analytics tools to determine what consumers are saying about the brand? The action you want your audience to take will inform your presentation content and structure. Start there.

2. Expectations.  What does your audience expect to hear? If you’re an established speaker, the expectations will come from your brand. If you are an unknown speaker, the expectations will come from the title of your speech. Before you focus on wowing them beyond their wildest dreams, start by delivering the content which brought them to your talk and captured their interest in the first place.

3. Confirming expectations.  When I am invited to speak to clients, I always confirm the three outcomes I am aiming to achieve with my presentation. I do this by emailing the client, asking them to review the outcomes I have selected and provide feedback. This makes sure you don’t show up to talk about “how something works,” to an audience that wants to know “how to make it work better,” or “why consumers use social media,” when the client really want to know “how their company should use social media.”

4. Be relevant.  Know to whom your audience is primarily held accountable and to what they are held accountable. Shape your presentation accordingly. If you are in a room of CEOs who believe marketing should be the first expense cut in a recession, you have to not only address why social media marketing is effective, but also justify the broader category of marketing as well. When possible, I conduct brief discussions with people of a similar backgrounds to my audience to understand what they are thinking.

5. Ask the simple question.  If the audience only understood one point from this presentation, which one would it be?

6. Be proleptic.  What are the three most likely questions your audience will ask about the presentation? Make sure you address these questions early in the presentation

7. Say the unsaid.  Your presentation just ended. Your audience files out of the room. What comments are running through their minds? While you may never know, this exercise helps you see things from their perspective.

What has worked for you?  Please leave your speaking preparation tips as a comment below.

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(Image from Flickr: “Business Meeting in Coffee Shop with Windows Mobile devices” by gailjadehamilton)

What I look for in a face to face meeting with a vendor depends on the context of the meeting.
If I am calling a business meeting with you, I am likely doing so because you can solve a problem I can’t solve, or you can increase my efficiency.

1. The first thing I look for is whether we are in agreement on the purpose of the meeting: Do we both want the same thing from our conversation? That’s the “what.”
2. I next evaluate “the who.” If the meeting is important, I’ve searched online to know who I am meeting with and what matters to them.
3. If the what and who check out, I’m on to “the how.” I want to see clear examples that demonstrate that you can do exactly what you say you can do.
4. Next,  “when and how much.” I am looking for transparency and candor here.
5. If I’m really interested, I’ll want it faster. And if we’ve never worked together, I will look for ways to mitigate risk.

This post was inspired by Andrew Clark’s comment yesterday: “So you’ve covered ‘online…’ Where (or what) do you look at when meeting someone for the first time (face to face)? Where do you keep your “About me” page?”

For a blog post on great meetings see this one.

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When I evaluate a company’s “About Us” page my two criteria are credibility and personality.

For credibility, I scan bios of their leadership team to see where they’ve worked, attended school and when they’ve spoken at conferences. What makes them uniquely qualified?

Evaluating personality, on the other hand, is more of an art than a science.
I start by seeing whether the company has a clear vision, expressed as a story, which I can easily follow.
Why was the company established and what is its mantra?
Then I look at how effectively their design brings that story to life.
I next scan for involvement, and this will vary depending on the industry. For instance, if I am on an agency’s website, I want to see what social networks their employees are on and how they are using them.
Finally, I look for the personal touch: Who are the principals as people? Do I want to work with them? Video interviews, quotes, funny and intriguing stats help here.

I have shared a few examples below that illustrate intriguing about us pages:

1. Meebo – Instant messaging site

A nice mix of credibility and personality with short, descriptive bios visible when you click the arrow.

2. Zappos – The customer service company that happens to sell shoes

A good example of the use of narrative and intertwining the company’s initiatives into the overall story

3. Design Continuum – A design & marketing company

A good example of personality. Reading these pages gives me a sense of who they are—as people.

4. Headwaters – A Merchant Bank

The “About Us” page is a clear cut example of credibility, and the site exemplifies personality. It’s a gem amongst financial services sites.

5. Elastic Lab – A marketing agency

Although their video bios aren’t complete at the time of this entry, I like how they have positioned them on the site. If I want to learn more, or see their people, I can do so with one click.

6. Forty Media – Another marketing agency

Their whole site lives on one page, and their credibility derives from their involvement. Click under any of their team’s photos to see where they are active online. I love it.

I asked friends on Twitter for their feedback on about us pages. Here’s what they said:

@central_nm  on about us page – what is look and feel? does it convey a sense of person/company/service in honest & authentic? current?

@solobasssteve context, background info, links, credentials, personal info, photos, interests, friendliness.

@nwjerseyliz If biz, a BRIEF statement about goals whether that is a mission statement or a promise to customers to provide good service

@kirbstr I look for the 5 w’s. Who are they? Where are they? (this sticks in my mind even as it seems less relevant) what, when, why

UPDATE: @solskinner Check out DanSko’s “About Us” page. http://tinyurl.com/6pghnk

I have an idea for an “About Us” page I am considering for my agency’s website. The page would have two buttons. The first would be called “Just the Facts,” and the second, “Our Story & More…”

This would give visitors the ability to select how much information they want to know.

Want to read more on the subject? Check out:

The Power of the About Us Page, ClickZ, by Bryan Eisenberg
Your About Page is a Robot, A List Apart, by Erin Kissane
Calling for a Ban on “About Us” Pages, AdAge, by B. L. Ochman

Do you have an “About Us” page you love? Please leave it as a link in the comments below.

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When I evaluate a company’s “About Us” page my two criteria are credibility and personality.

For credibility, I scan bios of their leadership team to see where they’ve worked, attended school and when they’ve spoken at conferences. What makes them uniquely qualified?

Evaluating personality, on the other hand, is more of an art than a science.
I start by seeing whether the company has a clear vision, expressed as a story, which I can easily follow.
Why was the company established and what is its mantra?
Then I look at how effectively their design brings that story to life.
I next scan for involvement, and this will vary depending on the industry. For instance, if I am on an agency’s website, I want to see what social networks their employees are on and how they are using them.
Finally, I look for the personal touch: Who are the principals as people? Do I want to work with them? Video interviews, quotes, funny and intriguing stats help here.

I have shared a few examples below that illustrate intriguing about us pages:

1. Meebo – Instant messaging site

A nice mix of credibility and personality with short, descriptive bios visible when you click the arrow.

2. Zappos – The customer service company that happens to sell shoes

A good example of the use of narrative and intertwining the company’s initiatives into the overall story

3. Design Continuum – A design & marketing company

A good example of personality. Reading these pages gives me a sense of who they are—as people.

4. Headwaters – A Merchant Bank

The “About Us” page is a clear cut example of credibility, and the site exemplifies personality. It’s a gem amongst financial services sites.

5. Elastic Lab – A marketing agency

Although their video bios aren’t complete at the time of this entry, I like how they have positioned them on the site. If I want to learn more, or see their people, I can do so with one click.

6. Forty Media – Another marketing agency

Their whole site lives on one page, and their credibility derives from their involvement. Click under any of their team’s photos to see where they are active online. I love it.

I asked friends on Twitter for their feedback on about us pages. Here’s what they said:

@central_nm  on about us page – what is look and feel? does it convey a sense of person/company/service in honest & authentic? current?

@solobasssteve context, background info, links, credentials, personal info, photos, interests, friendliness.

@nwjerseyliz If biz, a BRIEF statement about goals whether that is a mission statement or a promise to customers to provide good service

@kirbstr I look for the 5 w’s. Who are they? Where are they? (this sticks in my mind even as it seems less relevant) what, when, why

UPDATE: @solskinner Check out DanSko’s “About Us” page. http://tinyurl.com/6pghnk

I have an idea for an “About Us” page I am considering for my agency’s website. The page would have two buttons. The first would be called “Just the Facts,” and the second, “Our Story & More…”

This would give visitors the ability to select how much information they want to know.

Want to read more on the subject? Check out:

The Power of the About Us Page, ClickZ, by Bryan Eisenberg
Your About Page is a Robot, A List Apart, by Erin Kissane
Calling for a Ban on “About Us” Pages, AdAge, by B. L. Ochman

Do you have an “About Us” page you love? Please leave it as a link in the comments below.

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(Packed House at SMB10 by Bob Collins on Flickr)

The theme of Social Media Breakfast Boston 10 was “ Getting ROI Out of Social Media.”
HubSpot’s CEO Brian Halligan discussed their method for measuring how social media conversations translate into sales.
Marketers at the event suggested that hiring good content people is a more attractive alternative than buying advertising.
Matt Cutler, Vice President, Marketing & Analytics at Visible Measures, presented on the ROI of viral video.
Visible Measures has powerful tools for measuring viral impact, a database of millions of videos and criteria to evaluate what makes videos “go viral.”
Matt drew a comparison to how much Nike would have had to spend on TV commercials to create the same impact that one of their viral videos had (with 16M views).

He calculated that broadcast TV CPMs are apx. $25 and online video CPMs are apx. $50-75, and he created an estimate.
His formula needs to add one critical consideration: context.
Watching a viral video forwarded to me by a friend, posted in a favorite blog or on a social network is worth much more than a tv spot that interrupts my show.

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