We often talk about the wins here across the industry. And while the wins are important, it’s also important to take a step back, reflect and understand the opportunities to improve.
So this post focuses on a list of things not to do in social media, with insight from others in the industry. And while it is focused on social media + sports, this list is easily applicable to other industries as well.
1- Abuse hashtags.
Hashtags are a tool in the toolbox and not a foundation for an entire social media presence or campaign. Yet over and over again we see them get tossed around, misused and abused. The hashtag madness has to stop. There are simple rules brand and teams should follow with hashtags. Rules like:
No need to go hashtag crazy.
If you’re going to use a hashtag, you need to understand its purpose. On Twitter hashtags are often used to help curate community and conversation; on Instagram it’s often for discovery. Whatever the purpose, make sure you don’t go hashtag crazy. Too many hashtags distract from the content and confuses your consumer on the action you want them to take.
@WarJessEagle No more than two hashtags in a tweet unless necessary & post same content to all platforms. Tailor to fit each individually.
— Jakob Gutierrez (@JGooty) February 17, 2017
If you want to use hashtags as a way to build community, you need to be consistent so consumers and fans catch on. Your brand doesn’t need a million taglines; it also doesn’t need a million hashtags. Be consistent and it will pay off. The @panthers use of #KeepPounding is a great example of this. They’ve leveraged their team hashtag consistently and fans have bought in—so much that it constantly trends during their games.
2- Slap content across everything.
Consumers often flock to different platforms for different reasons. For example, Snapchat is a place for one-to-one communication with friends and Twitter is the place to discover news. It’s important marketers keep consumer habits front of mind as they plan and create content for each platform. Your strategy, approach and content across platforms should feel as native as possible. A brand shouldn’t stick out like a sore thumb. Instead, a brand should fit in naturally to the platform alongside your consumer’s best friend.
@WarJessEagle Taking a 'one size fits all' approach to each different sm platform. Know your audience on each and engage accordingly
— Emily Dryer (@emmydryer) February 17, 2017
@WarJessEagle No horizontal snapchats. If you you can't fit everything into a vertical photo then make it a video and pan across.
— Dylan Gannon (@Dylan_Gannon15) February 17, 2017
@WarJessEagle Also, because I have a lot of social media pet peeves.. Don't make your graphics weird sizes. Especially informational ones.
— Lynnea Phillips (@LynneaPhillips) February 17, 2017
Long gone are the days where we can slap content across all platforms and be successful. It’s imperative we understand the user’s native habits, why they’re on a platform and the content they crave. If we slap the same content across all platforms without any thought, then run the risk of losing your audience and not standing out from the crowd.
Same photo/GIF over and over again.
In a similar vein, don’t use the same piece of content over and over and over again. It gets redundant, boring, predictable (and we’re in the business of entertaining, connecting). If you plan GIFS for certain moments (like touchdowns, interceptions, etc.), create many options and templates so you can mix it up. Repurpose GIFS and content, but know the threshold before they get boring.
3- Putting individual over the brand.
The brand, the brand, the brand. When you work for an organization, brand or team in social media you must always represent the brand first. Social media is the front door to an organization. Yes, there is a lot of power at your fingertips.
With the access to accounts comes a lot of responsibility. In a world of instant gratification, it can be easy to get caught up in leveraging audiences to drive more eyeballs to your own personal accounts. Under no circumstance should your personal brand come before THE brand. Don’t leverage your channels to cross promote your personal accounts. Don’t put content that should go to the brand on your channels. Don’t leverage your interest and own brand voice on the brand channel if it’s not actually reflective of the organization.
@WarJessEagle get caught up in voice; it’s dangerous to, when given the latitude, stray from crafting the brand voice similar to your own.
— Rob Mixer (@RobMixer) February 17, 2017
@WarJessEagle don't tweet something from your personal account, when it should go on the brand account. My No. 1 pet peeve.
— Tyler Pigg (@TylerPigg_OU) February 17, 2017
4- Lazy Sponsorship Plays.
Sponsored social media content is an everyday occurrence these days. Wherever teams and leagues push out content, there’s a good chance there’s a sponsor logo lurking somewhere. Too often sponsored content feels forced and ad-like. When content becomes forced, it adds noise to the community and little value to the sponsor. And when asking the question about what not to do in social media and sports, Kevin made a great point:
@WarJessEagle in contracts: just sell the "number" of posts. That doesn't accomplish anything. It's the content, not number, that matters!
— chris jones (@Jonesy1910) February 17, 2017
Forcing the number of sponsored posts detracts from what will actually matter. Instead of saying a brand or team must tweet about x sponsor 25 times, focusing on crafting a series that will move the needle. Two to three strong content pieces will do more from the sponsor and team than 25 stale and forced pieces.
When approaching sponsored content, keep the following in mind:
Think content first.
Approach sponsored social content like you do every other piece of social content: Focus on creating value. Whether the content is to inform, entertain or educate, the value does not come from logos or brand names. The value comes in the heart of the content.
When you approached sponsored pieces with a content-first approach it ends up being a win-win for the sponsor and fans. Why? Because it doesn’t add noise to fans’ timelines and fans want to pay attention (which has worth to the sponsor).
Integrate sponsors gracefully.
Repeat after me: Do not create content so you can slap a sponsor to it. Instead, integrate sponsors with content you would produce anyway. This makes it more valuable to fans and the organization.
Don’t make logos the hero.
Slapping a logo on your graphic or “presented by x” in the copy does not add value to anyone. The logo is not the hero. The sponsor name is not the hero. Don’t annoy your fans by serving your fans what they perceive as ads. Make the content hero, then integrate. That’s how you win.
Stay consistent with the brand.
Good sponsored content doesn’t stand out from the rest of your content and scream ad. Instead, it should have a similar, consistent look and feel to everything else. If a fan scrolls through your Instagram feed and can immediately see it’s sponsored, they are going to tune it out. Try to keep your sponsored content consistent with the rest of your content as much as possible. Again, it’s all about being authentic to make people listen.
Brands have been forcing themselves into conversations for far too long now. We’re willing to discount brand voice, visual identity and our core audience for short-lived retweets. Too many brand are jumping into every holiday for the sake of doing so and adding clutter to the space.
We’ve become too focused on the external pressures of the internet and not focused enough on our own path, vision and brand. Somewhere along the line, FOMO and vanity metrics have replaced the need for a smart, strategic approach. It’s easy to get caught up in, especially when our work is public and opinions come from all four corners. But the FOMO has to stop.
@WarJessEagle F.O.M.O. It's tempting to jump in on every trend for engagement's sake, but it's easy to go too far.
— Brad Friedman (@BradFriedman713) February 17, 2017
It’s easy to jump on a trending holiday and make a big splash, but it’s much harder to leverage your own brand in a way that’s authentic and stir things up. The @dallascowboys bandwagon application is a great example of leveraging your own brand—not a pseudo holiday— to drive high engagement. This play was funny, creative and on brand.
In case you missed it, there's still time to fill out the Official #DallasCowboys bandwagon fan application.
— Dallas Cowboys (@dallascowboys) January 11, 2017
Don’t jump into trends and holidays to check it box. Make sure your adding value for your consumer and brand with all that you do.
6- Chase the vanity metrics.
This one goes along with FOMO and brand voice, but don’t get caught up in being cute, moody or vanity plays. Make SM best reflection of the team. As talked about, a social media presence is a reflection of the brand. Don’t sacrifice the brand for vanity metrics.
Before any brand and team goes on a tweeting spree, it’s imperative they understand their why. What do you stand for as a brand? What are your goals, objectives? How can social media help you get there? Focus on answering these questions before making a big splash on a fake holiday.
@WarJessEagle Confuse engagement with brand recognition. Just because someone likes your social feed doesn't mean they connect to your brand
— Kadie Smith (@KadieAlex) February 17, 2017
To get to the heart of matter, the metrics and content that will move the needle, I focus on three small but mighty words: Why, value and care. Read more about it here.
7- Screenshotting videos.
There are few things more frustrating than seeing the “play” button on Twitter to realize it’s not an actual video but a screenshot driving elsewhere. Not only is this deceiving for fans, but it also makes content consumption more difficult. Fans want to consume easily, quickly, wherever they are.
Content can live right on the platform, so why not meet fans where they are? The days of only driving people to .com should be gone. Let your fans consume great content on the platforms where they play and drive to deeper dives that social can’t provide.
8- Copy others.
The work we do in social media is public. The beauty in that is that every day there’s a new opportunity to be inspired. But inspiration does not mean copy. Take the content and campaigns that inspire you and use them as case studies and guides. Always do things differently and with your own spin. It’s important to elevate and ensure the execution feels right for YOUR brand.
@WarJessEagle Don't copy what another team/program is doing. Shocks me how much I hear "Why don't we just do what [team] is doing?"
— Steve Uhlmann (@SteveUhlmann) February 17, 2017
@WarJessEagle what everyone else is. Sure, best practices, use a base – but find your voice, story & way to engage. Try new stuff & often.
— Rhodri Williams (@TheRealRhodri) February 17, 2017
9- Don’t get caught up in process.
When you work in an industry where things change daily, there’s no rules on how to get it done. Oh, all of a sudden Peach is the app of the century? Quick, put together a strategy on that! You won’t always have the answers on process, on best practices and on what the approach should be. You’re the pioneer, the renegade! Be the first to put together a thoughtful Peach strategy and own it.
If you want to work in social, get comfortable with a lot gray area. The one big failure in this industry is never trying, so you will need to take a deep breath, write the rules and own it. Don’t let process slow you down.
@WarJessEagle Aside from FOMO? Don't get wrapped up in processes. If there's an idea/strategy, work with your team and find a solution.
— Abby I. Liebenthal (@AbbyLiebs) February 17, 2017
10- More advice.
@WarJessEagle don't mix politics with athletics
— Michael Silver (@BigEastSilver) February 17, 2017
@WarJessEagle I'm not a fan of when a team goes too far of congratulating other teams. It shouldn't go on past 1 or 2 posts.
— Darnell Brady (@MDarnellBrady) February 17, 2017
@WarJessEagle Posting something without testing the link. Drives me insane with I click and it's a bad link.
— Joe! (@JoeCulotta) February 17, 2017
@WarJessEagle using I/Me/My from brand account. Trying too hard to force engagement with a hashtag.
— Paige Dimakos (@The_SportsPaige) February 17, 2017
@WarJessEagle violent emojis. even in a joking way. just DO NOT DO IT. my interns laughed when I told them that, but seriously – don't.
— Samantha Hughey (@samanthahughey) February 17, 2017
@WarJessEagle Posting something without testing the link. Drives me insane with I click and it's a bad link.
— Joe! (@JoeCulotta) February 17, 2017
— Karen Freberg, Ph.D. (@kfreberg) February 17, 2017
What is on your list of things NOT to do in social media? Share below!
Thanks for reading.
Every year marketing geeks like me flock to watch the big game. Yes, for the football, but also for the ads, inspiration and lessons learned.
While many brands showed up right at this year’s Super Bowl, some fell short. And often there are strong lessons in the misses. So here’s a look at where brands went wrong during the 2017 Super Bowl and what we can learn from them.
1- Interjecting because you can.
We all know the Oreo “Dark In the Dunk” moment. It was the pivotal point in social that elevated—and also ruined— real-time marketing. After the wild success of that tweet, real-time marketing became an obligation and not just an opportunity for brands. Now brands insert themselves into conversations, holidays and events as a way to check the box. And, there were plenty of examples of that during the 2017 Super Bowl:
I don’t dislike real-time marketing; I dislike brands forcing themselves into conversations. Oreo is actually an example of a brand that did real-time marketing right. They had a plan going into the game that IF the opportunity came about to join in the chatter they would. But they would only execute IF they were able to execute well, on brand and in an engaging way. IF the lights had not gone out that night, then Oreo might not have activated. And IF they hadn’t activated, it would be all right. That IF is so important.
It’s important to step back and understanding what real-time marketing means for your brand. Why is this valuable to your consumer? Why you are inserting into the conversation? The challenge is to understand the IF. FOMO happens when real-time marketing is not done right. So make a promise to activate IF it aligns with the brand, IF it’s engaging for your consumer and IF you have the right content. If you don’t have all the ingredients, it’s okay to walk away.
Add value, not noise, period.
2- Petty fights.
If you work in social media, you should know one golden rule; do not engage with the trolls. You do you and I’ll do me. That’s the philosophy brands need to take on social media when engaging in battles, negativity, and back and forth conversations. This Super Bowl, there was a bit of cat fighting that went on.
First, there was the feud between Verizon and T-Mobile. T-Mobile’s Super Bowl commercial targeted Verizon. So of course, Verizon decided to attack back on Twitter, starting a pretty bizarre volley of exchanges (read more from Verge here).
The second example, comes from Poo Pourri. The brand seemed a bit threatened by Febreeze’s commercial. The result was this cheap tweet, which was neither funny nor engaging.
The interactions above provide little to no value for the consumer. People have enough going on in their lives; they don’t need brands outwardly living their insecurities and fears from competitors. Feuding and being petty won’t drive results. Focus on creating good content, adding value and actually connecting with your consumer. That’s energy, time and brand resources better spent.
3- Talking the talk, not walking the walk.
Audi’s commercial was a huge hit during the Super Bowl. While I love the message, I was skeptical immediately after I saw it. It’s easy to produce a pretty ad that captures attention because of a charged message. It’s another thing for an organization to rally around a strong statement and actually live the values they’re preaching.
After a bit of research, I’m not convinced that Audi completely walks the walk. They had their talking points up on their career page. And while I don’t doubt that they’re making strides, it does not seem like they live their message 100 percent right now.
Want to know what would have been powerful? If Audi had released the ad and backed it up with facts. It would have been great to see supplemental content. Content that featured stats about women in their workforce, along with stories and voices from actual women in their company. THAT would have taken this to a place of authenticity and authority. Instead, we have ad-like statements like the example below.
Taking a stance has become the “thing” to do with brands. Brands feel the need to play in every faucet of our lives. It’s a slippery slope. Consumers no doubt rally behind brands that live by missions and values they agree with, but that insight should never be used as a marketing ploy. With the way information spreads today, consumers will see through any brands that aren’t truly living by their value statements. Don’t run the risk of getting called out and losing credibility/trust. If you’re going to talk the talk, make sure you actually walk the walk.
4- Not taking an omnichannel approach.
Too often we see brands have big, flashy campaigns that only last one day and/or focus on one main channel. In today’s world, a successful campaign must rely on consumer touchpoints across everything.
There were very few TV ads during the Super Bowl that included a CTA or drove people to a destination to consume more content. Even a hashtag would do the job. Let me clear: I do not think a hashtag makes a campaign, but I do think it can give audiences a simple starting point to consume other content around your campaign. It’s not about one flashy spot but the full consumer journey.
As marketers, an omnichannel approach is critical to success. We must meet our consumer where they are, at any given point and in a way that is seamless and authentic to their consumption habits. Do not spend $5M on a Super Bowl ad and only create one piece of content (that ad) to throw up across all channels. That is NOT an omnichannel approach.
Social media and digital now let’s us dig deeper into the stories, drive our message home further and connect with our audience. Take the time to create a breadth of content for your campaign that engages your consumer. Don’t focus on just that one moment—but focus on an extended period of time. It’s not about one moment anymore, but chapters.
5- Riding someone else’s success.
After Airbnb released their beautiful spot, Xerox tried to latch on to the momentum. Not only is this tone corny, it’s lazy to try to latch on to another brand’s statement. Don’t be tone deaf. Don’t be lazy. Tell your OWN brand story.
What else did you take away from brands and their Super Bowl activations? Share your lessons below.
Warning! This post is a test + learn where I need your honest opinion, so apologies in advanced that it is so raw and unpolished. A new year means a new opportunity to grow, and one of the ways I thought I could stretch myself in 2017 is by testing a podcast.
Why a podcast? First, this blog is a labor of love and helps me keep up with the industry, but it doesn’t stretch myself in the traditional sense. As an introvert, writing comes natural to me. Public speaking, on the other hand, does not come as natural. And while a podcast isn’t technically public speaking, it will help me practice some of my weak points and definitely push me out of my comfort zone.
With a few pushes from friends in the industry, I’ve given thought to the the type of podcast format I would embark on. It would be quick hits, musings and conversations with others in the industry. The key is that it will be specifically made for those of us with short attention spans and not a ton of time. The goal is to have a podcast where everything is under 15 minutes AND will compliment the writing on this blog.
This is my first stab at what a podcast musing might be. This audio has not been edited in anyway and it would be packaged in a nice little podcast format (and potentially shared with writing that compliments it). Before I go down the podcast route though, I’m curious if quick hits, conversations with people in the industry and musings of less than 15 minutes will add value here?
So, without further ado, enjoy this random test + musing on my favorite topic FOMO. Share below if you think a podcast would be a welcomed addition (that is more polished than this).
Early on marketers were attracted to social media for its ease and access to people. To activate and activate well did not take much when brands first started to dabble in the platforms. You needed solid creative for one or two platforms (and often just images) and someone who could be attentive to the community. People often joked that social media was free.
Fast forward to now and social media has matured across the board. Platforms have implemented algorithms; ad units and targeting options have expanded; and a consumer’s attention is not easily earned. With the evolved landscape, getting to social media success looks a bit differently than it did before. We have to think about our approach more thoughtfully and strategically.
Every brand that has a social media and digital presence is currently in a battle for attention. And often this battle for attention creates unnecessary demands within organizations. There’s pressure to produce content, have a robust calendar that accounts for every hour in the day and we’re told to push more than ever before.
Yes, if you work in social media, there’s a good chance you’ve gotten a million messages and emails to post x now without warning, alignment or a why. This is the type of thing we have to resist.
As social media managers, it’s our responsibility to resist the pressure and temptation to use social media as a dumping ground. You know that “posting to post” can harm your community, your reach, your engagement. Social media is not the place to simply check the box for an internal story your consumer does not care about. If you treat it as such, your audience will exercise their power to hit unfollow.
It’s time to reverse the thinking on what social media means for a brand, team or league. It must be looked at as the front door to a brand and organization instead of an item to check off. Your online presence is often the consumer’s drumbeat and constant connection to your brand. Every interaction represents your brand and shapes your audience’s perception. That’s not something to be taken lightly.
Brands don’t just say “yes” to any internal request for traditional media ads. Why should we do the same with social? Yes, it’s much easier to activate on these platforms, but it doesn’t mean we should devalue the content and approach we take on them. It’s so important for brands to build a POV and understand the value, story and why that they provide.
Long gone are the days where you can post and pray. A good social media presence is about the totality of the experience. Every post and action should map back to some kind of purpose, and more importantly, give your consumer a reason to care and share.