FRANKthoughts

Well we are finally pleased to reveal how much fun we’ve had going through our online strategy process and community manager’s course with carsales.com.au. After immersing ourselves in the business we developed an internal and external social media plan. A big part of that plan was to introduce “community managers” within the organisation. Running for 4 weeks we covered topics such as earned media, social tools like twitter, facebook, youtube and flickr (with hands on exercises on the brand social profiles), community management roles, responsibilities and challenges (by our own GPO community manager Sarah) and advanced blogging techniques and social SEO by our Web ace Arnold. The feedback was overwhelmingly positive with most attendees wanting the course to continue for longer. Understanding that earned media is a process not an event we’re still working closely with carsales.com.au on an ongoing basis. Hey, why not check out carsales.com.au’s twitter and facebook and say hi?

One the most common topic of debate we receive from clients is setting our goal for social media tools.   The easiest and familiar metric for marketers is to essentially grow followers and fans for Twiter and Facebook respectively.  It’s a solid online metric that is similar to growing traffic visits and email databases.

Whilst that is important, it does not paint the broader picture of what social media is all about.  Conversations.  Conversations that help build advocacy, spreading the word (WOM), relationships and ultimately trust or loyalty.

At FRANkVizeum, we have illustrated this via our Conversation Venn Diagram.  By infusing the thought of Communities with traditionally 1 to 1 relationship between Brands and Consumers, we can clearly start seeing where brands sit.

For brands that communicate privately with consumers sit in “Closed Conversation.”   They could be feedback forms, newsletters, or surveys.  Whilst this is effective, it does not make use of the scalability of social media.  The metric here could be site traffic, email database, etc.

For brands that do not participate in any conversation but have consumers enjoying sharing experiences, stories, and news within the community, they sit in “Open Conversation”.  A great example is Nintendo Australia.  They do not participate in Twitter but there are a multitude of conversations, posts, RT, news, etc about the brand.  The metric here is volume of posts, tweets, RT from Consumers.  The challenge is how do we make use and mobilise the legions of fans?

For brands that use Twitter feeds as a way to broadcast news with little/no followers or active conversations sits squarely in “One Way Broadcasting.”  Traditional model in the social space with the focus on building traffic or news feed.  An example is TheAge twitter feed.  The metric here is growing Followers and/or volume of external tweets/post.

Ultimately, it comes down to the Brand’s objective.  Through these objectives we implement a strategy using the right tools and right metrics based on the above Venn Diagram. Eg. Traffic? News? Advocacy? WOM? Monitoring?

Our belief is Brands should find the right balance and should sit in the middle of all 3.  Not only broadcasting feed but to also build relationships to generate RTs and spreading the word to the community.

To support our thinking, there was a recent research shared on Fast Company that looked at what is the most effective way to spread news on Twitter (another common client’s objective).  It shows “the most influential spreaders of news aren’t neccessarily those with the greatest of online friends or followers.”

Source: Fast Company

We have known this for a while now (we even demonstrated this for GPO in our FRANkademy sessions), but this is the first piece of research that validated our strategy.  The trick is to find the right people that is strategically placed as the gate holder to people with larger followers that spreads the news.  These guys are hard to find as they aren’t immediately obvious (eg. through their number of followers).

By implementing the strategy that address the 3 points of the Venn Diagram, we can only find these “influencers” by a) increasing followers b) be active c) increase RT and conversations.  They will not only help spread the word, but build lasting relationships, loyalty, WOM, sales and traffic.

The new ad for ANZ is starting by showing us “a bank” that is very good at ignoring their clients. I really like the lady actress there – she’s so good you’d think she’s working at your branch! The script is so clever, so bizarre and almost too real. Then, in the last five seconds, the ad becomes somewhat like science fiction.  It shows us the ANZ way – a guy/girl (they switch depending on customer’s sex) is welcoming the customer to the branch with a smile and the tag-line “we live in your world”. Wow, I’ve been a client of ANZ for the last seven years and NEVER was I greeted by anyone there. The result? the ad leaves you with the bitter taste of “no truth in advertising” while reminding you that “living in your world” means treating you the same but with a new logo.

But the ad isn’t the only thing broken. It’s the brand communication strategy that needs fixing. If you’re going to claim to be “living in my world” why don’t you have something about it on your website? in branches? How about having a real person helping people out on twitter?

Yesterday the press release went out about our revitalised business relationship with STA Travel and we just want to clarify any possible misunderstanding that may have been caused. Here’s B&T’s version…

STA Travel appoints FRANkVizeum
STA Travel has appointed FRANkVizeum to handle creative, online media buying and social business strategy duties.
The student travel company awarded the Melbourne-based agency the business following
a competitive pitch against the Sphere Agency. STA Travel, although previously using Lifelounge for
creative work, has traditionally handled creative, online buying and social media in-house. FRANkVizeum already oversees
the communications planning and offline media buying for STA. The agency has now effectively become STA’s fullservice
agency, handling its $3m media budget. “FRANkVizeum demonstrated that they really understand our business and we look forward to
a long and prosperous partnership working together to achieve outstanding results,” said Natalie Placko, marketing director of
STA Travel. Martyn Thomas, managing director of FRANkVizeum, added: “It’s a delight to be working with the new STA Travel management team and we have every confidence that together we can recapture and exceed the halcyon days of STA Travel.”

What the press release neglects to mention is that STA Travel has a very happy relationship with Media max who were appointed in October last year to manage their SEO, PPC and other online marketing. Additionally the Sphere Agency is currently scoping out potential brand activity.

We’d just like to aplogise  in this regard and look forward to collective success going forward.

I don’t catch many TV ads these days thanks to Windows Media Centre  but the occasional one slips through when I am not paying attention. I was first drawn in to the latest AAMI Safe Driver Rewards TV spot by the tongue-in-cheek use of an annoying yet comfy Gen X classic ‘What about Me’, and the twit who crashed into the shop .. whilst tweeting…

Then as the stereotypical scenarios rolled out it kept me engaged and entertained. It also appealed to me because, like everyone else, I am the most responsible, safe and best ever driver in the history of driving and it annoys me that I pay for other people’s stupidity. A strong product built on a solid insight. And a well pitched campaign (even if they do drive ‘lorries’ at Badjar Ogilvy) that has generated some good early social media chatter.

After just two weeks there have been over 7,700 youtube views with over 60 positive comments . (they couldn’t all be from the agency could they?)

A quick search of Twitter reveals a similar picture of overwhelming positivity:

can’t get rid of the soundtrack in AAMI’s latest TVC out of my mind “what about me….” it’s been playing in my mind whole night…”

Lol at the aami add lol “I was twittering and drove into thr corner shop” :p

You know that car insurance add for aami, does that dude say he was twittering away before he crashed into the corner shop? Lolol

♫ ♫ ♫ I was twittering away when I crashed into the corner shop ♫ ♫ ♫

What about me it isn’t fair .. Cldn’t help myself AAMI TV ad LOL Lol -AAMI Insurance Ad – What About Me?

And ofcourse the odd whinge (can’t please everyone):

Anyone else cringe over the new AAMI TVC with “What about me?” song (orig by Moving Pictures)? The talent can’t sing, the song is wrong.

With so many fans of the ad I wonder what AAMI are going to do to nurture them? How about a simple facebook ‘what about me’ fan page where they get people talking about their own experiences and scenarios. Maybe incentivise them.

Does this campaign strike a chord with you too?

In the last few weeks we’ve noticed many brands having interns manage, investigate and pursue their social media presence. This might be because interns are usually young people who “get” the space or the organisation state of mind where “this new thing” is something that sits outside of the normal/traditional media/marketing dept. Although it’s good to start somewhere I don’t believe leaving social media to the interns is the best use of resources for the following reasons:

1. Yes, Interns know how to use facebook but do they know how brands should act on facebook? do they have the experience needed to comply with legal requirements, customer service or negative buzz? Knowing how to do something doesn’t mean you’re good at it and brands should realise it’s not a tech thing, it’s a marketing thing.

2. Interns usually leave quickly. They’ve done their part and left you with an excel spreadsheet with some sketchy strategy. There is no implementation, no buy-in from management and in most cases no one to pick up the project where the intern left it.

3. Interns cant see the big picture. They will usually be working on the “social media stuff” focusing on one platform (probably facebook) without considering other aspects of the business. Social media should be part of your communication strategy and if your intern isn’t part of that team in your business your social media strategy will be lacking.

What are your thoughts? Is an intern better than nothing? thanks to Drew for getting me to write this post.

On the weekend I took the kids to see Fantastic Mr Fox. What a wonderful film! It would have to be one of the best ‘kids’ films I’ve seen – quirky, unique, non-stop entertainment underpinned by George Clooney’s brilliance! (Not the point of the story but I thought you should know).

The movie theatre was three quarters full of predominantly Dads with their kids and we all sat through the ads and trailers waiting for the film to begin. Not usually a hotbed of media innovation, the average movie pre-amble is a fairly straight forward affair: first the cheap ads, then the expensive ads, a few movie trailers, a Village or Hoyts plug, lights down and off we go.

On this occasion however we were all shaken out of our comfy daze by a unique and engaging piece of cinema advertising.

One of the expensive ads we saw during the pre-amble was a Federal Govt Spot featuring a melanoma surgeon removing a dangerous mole from a 22 year old girl’s back.

Fairly graphic stuff that had my 8 year old daughter’s hands over her face and my 4 year old boy’s eyes glued to the screen! The message was clear: protect yourself five ways in the sun and you can avoid ending up in his theatre.

A few more ads, a few trailers and just as we thought the movie would begin, the house lights went on, the curtain came down and a male voice began talking about the ad we saw a few minutes ago…. “Hey, that ad to do with skin cancer … was pretty nasty. Did he say 400,000 Australians are diagnosed each year with skin cancer? That’s like 2,000 cinemas like this full of people! They reckon that even short periods of time in the sun unprotected – like the length of the movie we’re about to show – could cause irreversible damage to your skin. So I guess the doctor was right …”

I looked around a saw that most people were listening intently, some nudging each other or simply sitting with puzzled expressions on their face. At the conclusion of this audio-only piece the room went black, the curtain went up and the movie promptly began.

A clever, unexpected piece of cinema advertising and an effective part of the government’s marketing communications mix executed well by the teams at UM and Val Morgan. We certainly took the government’s advice that afternoon at the local pool!

Do you notice the ads in the cinema? How effective do you think they are?

pepsi, originally uploaded by FRANkVizeum.

Pepsi is trying to save the world and get some advertising at the same time. How? Well, they would like YOU to come up with an idea, promote it and win between 5k-250k to make it come true. It’s a great idea that finally has been picked up by a mega brand (although the name: “Refresheverything” is a bit try hard). Think about all the money that goes every year towards re-branding/ad production/Superbowl broadcasting – Pepsi is going to spend the same amount (around $1,300,000 per month) to sponsor people’s dreams. True, they’re not doing it because they’re really concerned, it’s more of a way to get piggybacked into people facebook profiles but hey, beggars cant be choosers. Maybe this can be a new way we do advertising? How about a company helping out in a tsunami? How about a tyre company sponsoring a road? How about an energy company sponsoring people who make energy?

KeepCUP, originally uploaded by FRANkVizeum.

We all have degrees of environmental engagement exemplified by Tamir’s excellent slideshare .
An easy environmental new year’s endeavour is to buy your own KeepCUP .
For years there has been the guilt of tossing out the used ‘disposable’ coffee cup each day. No longer. We bought five medium cups @ $12.20 each.
Chucking some numbers around….we now pay 50c less per coffee per day so in 25 days the KeepCUPs will have paid for themselves. Great.
From an environmental point of view the collective impact of the five of us (assuming 1 x coffee per day) over a year will be to save

* 1600 paper cups
* 4kgs plastic lids
* 23kgs landfill
* 76 KeepCUPs-worth of plastic
* 0.2 of a tree…

Not bad for just five people. So let’s kick off 2010 in a sympathetic way. I feel 2010 is going to be good to us all so let’s be good to 2010.