Monday, July 28, 2008

Why companies are not using Social Networking

By now, most companies are aware of Social Networking and have decided to do one of three things:

  1. Do nothing, wait and watch (or ignore)
  2. Carry out a limited trial
  3. Fully embrace social networking
From assumption and experience, I gather that some large companies & organisations have still done nothing because :
  • There is no reason for them to use social networking
    (e.g. they are too small, specialised or have no products/services to speak of)
  • They are ignoring it, hoping it will go away
  • Social Networking sites for brands/products have already been set up already by fans (and can therefore be monitoried and/or influenced in a cost effective way)
  • They believe it is too difficult or technically complex to set up
  • They have exisiting methods of communicating that do not suit digital technologies
    (I struggle to think who this would be.... but I'm sure they all have their reasons).
  • They have been scared off by the transparency and humility required
  • There is not a definitive Return on Investment model (ROI).
    Note:
    I was recently told this by a senior marketing type, who had for years used tradional hit & miss TV & Radio campaigns to keep his company just about treading water in its own market space. I had to quote the old Lord Lever phrase at him)
Now some companies, including clients of my company Ideal Interface, have decided to trial social networking sites or set one up in a specially sectioned-off area on their own company website. By creating these destinations they have created useful but still risk-limited efforts where they have started to understand customer interactivity. Some have even adopted a different voice/tone or a slightly different subject from their core offering in an attempt to measure and analyse the public voice.

What's your company's excuse for not engaging?

4 comments:

Unknown said...

Speaking to my friend at PA Sport a month ago he really wants to be in social media but does not know how to monetise and value it. He said he was happy to drop in stats and news free if he could work out a reasonable way to value it.
We on the other hand with an education product to sell are looking to get some brand evangelists working for us part time seeding and following conversations on key websites.

Hayden Sutherland said...

Tristan
There are ways for working out ROI for social media and its surrounding impact. However, the details will depend on the marketing/PR investment approach of each company, their existing web site metrics for success and other things besides.
The topic of another posting perhaps?

Anonymous said...

The irony is that as with your article on old and new media and the Lord Lever quote - the same can be said about social networking.

In some context it is taking what some companies who have built successful brands around word of mouth and listening to customers at the frontline in the offline world into the more measurable online world.

In some ways - Social Networking = Commonsense Marketing.

Hayden Sutherland said...

Elliefy

Thanks for your comment and its nice to know my previous postings are also read.

I actually believe there is a key difference between the measurement of old media that Lord Lever was referring to and the measurement of Social Media in today’s world. This is the difference between a lack of quantative data back then and today’s reluctance to use qualitative data from Social Media.

I’ll explain further…

For years now, the web has been the place to get accurate measurement of user interaction and instant ROMI (Return on Marketing Investment). Every view, click and action/purchase can be measured and analysed. This leads to a focus on quick-win marketing techniques using interruption and distraction (flashing banners, large calls-to-action, pop-ups, overlays, etc.).

However, the dialogue and relationships caused by Social Media are often not instantly rewarding to company. But this doesn’t mean they can’t or shouldn’t be measured. This surely has to be seen as part of a longer term investment that engages and cultivates its community. As you mention, it’s by listening to the dialogue that companies will gain valuable insight.

As a very clever client of mine (who led the way in Online Financial Services Marketing) used to say….. “Hayden, its not just about eyeballs, you have to use your ears too”

It may be common sense, but it’s a shame that so many are slow to realise this.