The DelCor Connection Blog

The Twitter Alias Conundrum, Association-Style

There are many curious things that happen in the world of Twitter, lots of questions yet unanswered and mysteries left unsolved. One such question is this: 

“What alias do I give myself when tweeting for my association?”

Is using the company name as a Twitter alias fine? What if you are part of a big group with a highly visible profile? 

Would it be right if Company X has a corporate Twitter handle and then under the bio it says something like “Jane Doe, title, tweeting for Company X,” then the separate divisions have Twitter aliases as well?

Olivier Blanchard (@thebrandbuilder) discussed this on his blog post today and used Zappos as an example. Most employees of the company use the company name (Zappos), followed by an underscore, then the employee’s first name, or a variation on their own name that is unique within the company.  The result is Twitter account names like@zappos_alfred and @zappos_dee.  In some cases, the account name is simply the name of the department, such as  @zappos_service.

The American Red Cross uses an official Twitter alias and has official Twitter aliases for their community chapters, but volunteers and staff tweet under their names. (An example @wharman tweets under her name for the ARC and blogs for them while the Red Cross National Chapter uses @RedCrossNCA.)

One more question…if Twitter comes up with a business account, will all of these questions soon be moot?

Please share your thoughts with me here or on Twitter @kikilitalien. 

Is rude the new polite?

Thank you,  you’re welcome, OK, got it, TY,  ty, yw, and so on.  How many times have you thought an instant message thread was done only to have that window pop open one more time with one of those phrases?  I’ve started using “ntyn ” or “nywn” at the end of my threads – meaning, no thank you/you’re welcome necessary.  Is that rude?  Am I rude for not saying “thank you” when I am in an instant message session and it is clear it is over – so I close the screen?  My thought is I am saving the other person the hassle of stopping what they are doing and closing the chat window that just popped back up when I typed “ty” and hit enter a few moments after they have closed the chat session.  On the other hand, I could be mistaken and it could be the case that the other person is leaving it open and waiting for the nicety.  Am I the polite one here?  Is rude the new polite? 

Droid is the real deal

I am not one for gadgets (yea, right) but I am loving my Motorola Droid so far.  I recently switched from my HTC 6800, which was affectionately known as “The Brick” around here at DelCor and am very happy I did.  Here is the quick list of why I am so delighted with the new phone:

• The screen: the resolution is much better and it’s bigger. That makes reading easier.
• Wake up on movement: Like my HTC, my Droid goes dark when I am holding it up to my ear on a call (I am the only person I know that doesn’t have a Bluetooth ear ornament), but when I move the phone away from my ear, the screen “wakes up” so I can press hang up, or a number on the keypad, or speaker phone, etc… On my HTC, I had to hunt for the ‘on’ button on the side to wake up the phone.
• Function accessibility: When using it as a phone, the functions I most likely want to use are on the screen. The keypad, mute, speaker phone, and hang up buttons are all accessible without first opening up a menu.
• The keypad: Again, when using it as a phone, the keypad is always available. The keys are large and each number’s corresponding letters are labeled so if you’re in a phone tree spelling a name, you don’t have to guess where a letter is.
• Feedback: When pressing a number on the phone keypad or a button on the touch screen, the phone gives you a very slight vibration letting you know you’ve pressed the key. This is extremely helpful.
• Browser: It’s a real browser. Also, when you’re in a data entry field, it zooms in on the field so you can see what you’re typing more clearly.
• Camera: It takes pictures and movies as well as a standard digital camera. My HTC photos looked like photos you took on a phone.
• Apps: There are plenty already available.
• Keyboards: There are three of them - two virtual and one slide out. All three have been awesome.
• Password view: I’ve turned on the option to see the last letter typed as I type any passwords. For example, if I am on the fourth letter of the password Snoopy, the screen shows ***o until I type the next letter. Then it shows ****p. This is very helpful as you make your way through the password – particularly if you have to look up for a moment.
• Apps: Did I mention apps?
• ….Droid….: When I receive a text message, the phone says, “Droid” in a “Terminatoresque” voice. Who wouldn’t love that?

These may seem like small features, but they are significantly helpful.  Keep in mind that I’ve only had the phone for two days so I am sure there are other functions and features I will like.  I should also comment that the voice quality on calls has been excellent and the battery has lasted two days without being recharged.  Is it an iPhone competitor?  Yes, it is.

By the way - what makes this phone so great?  My favorite subject - usability.  A great deal of user experience design went into this phone's engineering. Excellent job Motorola.

The Difference between “Webmaster” and “Social Media Manager”

What does "social media" mean anymore? Sure, sure…we know social media is a loose term often referring to user-generated content, whether for social networking, forums, blogs, social news or bookmarking sites. However, for many, who watched the prestige behind the title "webmaster" come and go, the title "social media manager" or "social media expert" does not amount to a whole lot. Is navigating through Facebook such a feat, after all? Perhaps it is better to recognize why these roles are important in the first place – to get beyond the titles du jour and identify the skills necessary for managing social media initiatives.

"Why can't I give this to our IT guy?"

In some cases, a webmaster has a proficiency in programming and databases along with an understanding of search engine optimization and site development. In other cases the Web master is all about content wrangling and being 'the' expert at content management. However, a social media manager is generally developing and organizing social media strategies, mining and monitoring what's hot, growing audiences and fan bases, and building member communities.

It is this last item that requires special attention.

The task of cultivating relationships with members or potential members is an important and delicate task. Building community within your brand requires relationship acumen and an awareness of your organization's identity that goes beyond the latest tools a social media manager uses. No one will trust your communications if your social media presence is littered with too much marketing speak or too much push. The social media manager understands the diplomatic role he or she plays in relating information and providing a resource to the community.

"Does a social media manager just hang out on Twitter all day?"

No. You should expect a social media professional to be looking for information, posting regularly to blogs, Twitter and elsewhere, and to provide regular benchmarks showing your organization's online reputation and branding. Often, social media managers work beyond standard work hours while participating in industry chats and webinars that help them share resources the next day.

What are your questions about a social media professional's tasks?

If you enjoyed this, here are some other great blog posts you may enjoy

http://snapblogger.wordpress.com/2009/10/29/community-managers-fly-the-coup/

http://www.web-strategist.com/blog/2008/03/23/the-need-for-the-social-media-manager/

http://www.socialmediatoday.com/SMC/138465

Are You Missing Opportunities to Connect Your Members?

What if your members were able to opt-in and include their online profiles for easy contact with other members as they registered for a meeting or renewed their membership? What if your members could share their bookmarking sites, areas of interest, desired volunteer roles, along with their blogs and public profiles?  Might associations consider tracking twitter IDs in the AMS? If it were easier to find fellow members who were also on Twitter, wouldn’t that aid in forging the kind of relationships associations strive to help members create?

Recently Twitter added the ability for its users to list people they follow into categories. This was a great benefit for many users who wanted the ability to look at one particular type of discussion, instead of using a third-party Twitter client, like TweetDeck.  The benefit for this kind of segmentation is that one is able to categorize the people one listens to on Twitter.

Example: I can read the tweets of all people in the association world I follow by clicking on my “association peeps” list and see a conversation mostly about association-related topics. I can then easily switch over to my private Twitter list “Gadget Aficionados” to read up on the latest news there.

What does all of this have to do with missing opportunities to connect your members?

 With so many online locations for members to communicate and engage, there is most likely not an easy way for them to connect to each other on popular sites like Twitter from your website or member portal. But there should be.

Associations are in the business of connecting people and organizations with one another and today there are too many places to look for that contact. Associations are in a position to provide valuable hubs of contact information and networking opportunities for their members.  Just like Twitter fulfilled users’ needs for organizing followers into lists, associations might fulfill a need by providing better contact information for those members who opt-in to share that information.

There are arguments that say social networking might replace associations, but I can’t help but see that as an alarmist response. Social media provides fantastic tools to associations that have been in the business of connecting people for many years. But will associations adapt? Will associations learn new ways to provide service to members?

What are your thoughts?

Welcome KiKi

As you can see, we have another blogger here at DelCor.  I am very happy to announce that KiKi L'Italien has joined our team and will also be contributing to the DelCor Connection Blog.  KiKi has a great deal of experience with and knowledge about how associations can use various social media platforms to encourage additional engagement from current members and reach new target audiences.  I knew she had quite a following already, but I didn’t know it was so big that her first post would have more views than any of my posts have had in the past few years.   Wow.

KiKi will also work on our Web related projects such as helping clients select and implement content management systems, Web site usability testing, and of course Web strategies – in which social media plays a key role of course. 

And who knows, maybe this will encourage some of the others here at DelCor to join the fun.  A few words of wisdom and wit from Tobin perhaps?  

Your Intern is Not a Social Media Strategist

Question: Would you let an intern write all your marketing copy? If so, then you can skip the rest of this post because nothing I write further down will matter much to you.

I recently attended BlogPotomac, a social media event bringing together some creative minds in the social media arena – and some newbies– who wanted to hear from the likes of Shel Israeland Beth Kanterabout trends in social media.

Following the day’s events, there was a wake (read: happy hour) held down the street in honor of it being BlogPotomac’s last meeting. 

As I was walking down the street towards the wake, the person next to me started some small talk, asking what I’d thought of the day and what I did for a living.

When the conversation turned back to her, I discovered that she was a college student from Ohio interning for a local association and she had been put in charge of all things social media because she was young and automatically “in touch” with the Facebook crowd.

“I had no idea what I was doing,” she told me.

“I’ve figured a lot out, but they probably need someone who knows more about their organization.”

Indeed.

As much as I’d heard about interns being put in charge of social media  (and there is a lot of talk about it out there in the Twitterverse), I’d never actually met one in the flesh, so I was fascinated with my new friend’s story.  I like fresh voices and I think we can always learn a lot from new perspectives, but there are definitely times when more experience is advisable.  I began asking her all kinds of questions.

“Do they have anyone who will take care of it once you’re gone?”

No.

“How large is the organization and what are the members like?”

There are about 80 employees. I’m not sure what the members do.

“Do you think you’ll stay in this line of work when you leave?”

No, but I am interested in social media as it relates to marketing.

“Did they give you any goals or did they just point you to Facebook and let you go?”

They just told me to set something up on Facebook and then asked me to do something on Twitter. I’m just now getting the hang of Twitter, but I’ll be leaving them next month.

[She went on to tell me how her university wasn’t preparing their marketing majors with the appropriate courses to handle new media, but that’s for another blog post.]

I was impressed with her enthusiasm and willingness to educate herself on social media, but I found it absolutely astounding that organizations were really putting interns to work as a social media strategy. I mean, for real?  Can you imagine doing this with other forms of communication coming from an organization?

Here are three reasons why hiring an intern to take care of your social media presence is a bad idea:

1. Internships are usually too short.
   Social Media takes a lot of time and patience.
2. Interns don't have a full understanding of your brand.
   You need to be in relevant conversations and building valuable content.
3. Interns aren't as accountable for mistakes (big or small).
   If they've offended your membership, they can leave tomorrow. You can't.

Your intern is not a social media strategist. Understanding your organization’s mission, members, and hot topics is imperative. Work with your employees who are your internal cheerleaders…and then add your interns with guidance – the interns (and your members) will thank you for it!

Social media platform confusion revisited

A couple of years ago I blogged about the confusion created when you are connected to someone on multiple social media platforms.  Connecting to the same individual on Facebook, LinkedIn, a 'private label' professional network and following them on Twitter becomes a bit much to manage.  Particularly when the individual uses all these platforms in the same way.  Here is how I've shaken out the uses for each of these tools and from speaking with others, it seems they are of the same mindset. 

• Facebook - it is my social network. Connections with family, friends, and professional contacts with whom I've connected at a more social level (had a beer, ran a race, worked on a community improvement project, etc...) all fit on Facebook. Folks that I don't mind if they see my family photos and might have something to say about a witty observation or a vacation we're planning. The connections who are hawking their books, seminars, webinars, services, or talking about their projects quickly get dropped or at least hidden on Facebook. Facebook is not a marketing tool - at least not to me.
• LinkedIn - I am using that to track my professional and personal contacts' careers as well as their connections and professional updates. It's fine to seek and provide professional recommendations and update your status to include the cool project you're working on with a client or an engagement to speak at a conference. I also use LinkedIn (and I think this is the power of LinkedIn) to see how I am connected with particular individuals. Perhaps someone I want to meet.
• Private label platforms - The most recent and best example is ASAE's Member to Member platform. Though I am already connected to many of my ASAE colleagues on LinkedIn and Facebook - the Member to Member network provides me with association community specific workspace. My councils and committees collaborate on the site, my activities are summarized for me, and I can see the value of being part of this community through some of the tools offered here that are not part of my LinkedIn or Facebook experience.
• Twitter - 90% professional tweeting. I am not tweeting about the weather, dinner, kids' soccer games, my health, my social activities, or silly pet tricks. Why? Because the folks who follow me are not likely interested in any of those topics. I am using Twitter to discuss association and technology-related topics. Occasionally it is nice to pipe up on a personal topic, but those are generally still customer service or 'life maintenance' thoughts. I will spare you the updates that I just won $2 on a scratch off lottery ticket or attended an awesome cooking class at CulinAerie...that's what Facebook and Chowhound/UrbanSpoon are for - in my world at least.

That said, there are still a number of other social sites that I work on regularly - but they are very topic specific. Chowhound, UrbanSpoon, Fandango, TripAdvisor, and a few others get my attention at least a few times a week and I am willing to spend time on them posting, discussing, rating, and reading.  Why?  That's a topic for another post.  Why are so many folks willing to spend time on these sites and not spend time on your organization's social media platform? 

Sometimes you have to fold

Worried about your content 'below the fold?  Well stop it!  Here's another great article that again supports my rants that it's not an issue by debunking the myth of the page fold with actual user testing.  I've been saying for years that users will scroll IF they think the content or function they are looking for might be down the page AND there is some visual cue that there is something further down the page.  With respect to the latter, make sure you don't have white space that lines up with the 'fold' at the common screen resolutions. 

Honey, I'm home

My blog sent me an email that said "we've grown apart... what can I do to get your attention?"  I felt bad, it's correct.  I haven't been paying much attention to it lately.  Unfortunately I think it has seen my hanging out with Twitter and its friends (HootSuite and TweetDeck).  However, that's only part of the story.  I've also been really busy.  The association community has a lot going on right now and we're working hard with our clients to ensure their technology is delivering the most it can.  I've also been working on a Web site facelift, our social media consulting projects, our business plan, and our 25 year anniversary celebration activities.  So, hopefully my blog will forgive me and see it wasn't all about Twitter's alluring 140 character attention span and forgiving nature with respect to grammar and punctuation - it was about a lot of other distractions too.  Well, I'm back with a renewed perspective since not everything I've wanted to say since my last post fit into 140 characters. More to come.  I promise.