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Who Can You Trust?
3 Mar 2010
by Rebecca Rolfes
The new Edelman Trust Barometer shows that “informed publics” have decided to try trusting institutions again, although nearly 70% feel that companies will revert to “business as usual” once the recession ends. Following a year when trust in almost everything declined, this is a remarkable rebound based on increasing transparency and the willingness to listen.
Social media is, of course, the enabler of a lot of that. Corporations and institutions were always accused of wanting to control the message and that was partly valid. But the other part was that people didn’t talk back to them even when they could. It takes a lot to get someone to write a letter to the editor, physically write a letter, find a stamp, go to the post office…, all the things that used to be involved in responding to messages and information. Now, type, click, send and get a fairly instant (albeit sometimes machine-generated) response.
Bad News for Media
The bad news for my profession is that trust in the media has declined around the world. Who is the media anymore anyway? There’s a rise in so-called opinion journalism with an attendant drop in trust since your opinion is no more valid than mine.
Good News for Associations
The good news for associations is that the most trusted sources of information are credentialed experts and academics. Those are opinions 64% of respondents trust, up from 62% last year.
Association Opportunities
- You can drive a lot of traffic to yourself by deploying credential holders on your behalf.
- You can increase the attraction of gaining your credential by pointing out the career potential of becoming a trusted expert.
- You can fight off competition from those that confer a “credential lite” version of your credential.
- You can position your association as the expert on your profession or industry.
Association Questions
- How rigorous is your credentialing?
- Is it rigorous enough to earn the respect and trust of your target audiences?
- Are you doing enough to promote it?
- In your own publications, do you track the number of credential holders you quote?
- Do credential holders receive special treatment, i.e., their own e-newsletters, roundtables at conferences, thank you notes when they renew?
- What are you doing for the academics in your field? Those partnerships can help you maximize the opportunities.
- Finally, does anyone know that you’re the expert? Stop letting your reputation speak for itself and make some well-respected, trustworthy noise.
Posted in AGP Feature, Association Marketing, Association Strategy, Social Media | No Comments »
Too Good to Be True
4 Feb 2010
by Rebecca Rolfes
Recent studies show that use of Twitter is slowing. For those of us who never really got Twitter, who, in fact, dislike Twitter, this is wonderful news.
- New Twitter enrollments are about 20% below July 2009 peak rate.
- Many Twitter accounts are inactive. About 25% have no followers and about 40% have never sent a single Tweet.
- Most Twitter users—about 80%—have tweeted fewer than 10 times.
Even the founders have moved on. Jack Dorsey, Twitter’s co-founder, announced Square, a mobile-payments company, in December.
However, as the founders of Twitter have always said, the users will determine the uses. If the inanity of a lot of Tweets drives business users away, so be it. If the ability to communicate in real time with legislators opens a new door of digital public affairs, so be it. If the traffic-driving potential attracts consumer brands and publishers, so be it. They put the tool (toy?) in our hands; now let’s see what we do with it.
Of course, anytime Bill Gates pays attention to a technology, the rest of us can be sure that there’s something there, something that the rest of us may be missing.
Microblogging, like text messaging, is fast and cheap. A lot of what’s out there will be noise but, again like text messaging, it’s permission based. If you’re judicious in whom you follow and the Twitter tools you use to communicate and allow others to communicate with you, it’s got its uses.
No, I do not want to read about balloon boy. If I had time to do that, I’d be home on the couch watching Wolf Blitzer make a fool of himself. But I do want to know what smart people whom I’ve selected have seen that I missed. For the right occasion, I want the immediacy of “you are there” type reporting.
Twitter drives me crazy but it does have its uses.
Posted in AGP Feature, Social Media | No Comments »
Who Knows Your Association Is There?
30 Nov 2009
by Rebecca Rolfes
We all have a tendency to think the world revolves around us. It is, after all, all about me. For associations, that means assuming that they are a household name in their particular niche. It means the certainty that the association’s priorities are everyone’s priorities, that what’s important to them is important to us.
But, well, sorry. No. The world revolves pretty much independently of any of us. In fact, sometimes we are simply unaware that an association exists. You think you’re everywhere you need to be, running the flag up the pole as often as possible and in all the right places. But for whatever reason, I haven’t seen it. Other times, I’m aware of something but it’s so irrelevant or so inconsequential that it just isn’t worth paying attention to.
The latter problem is about the value proposition. The former is about awareness, plain, old, garden-variety marketing and PR.
A lot of associations are still on the fence about social media, both in the guise of member engagement and of marketing. Many have the valid opinion that their members—often middle aged, male, non-technie types—don’t use social networks. What they’re ignoring is social media marketing’s ability to build awareness in lots of ways.
As you see, the benefits of SMM are the same as any plain, old, garden-variety marketing-awareness campaign, but turbo-charged by the online medium. Exposure, increased traffic, SEO, qualified leads, closing the sale and, hugely important these days, lower cost.
Who can argue with that?
Posted in AGP Feature, Association Marketing, SEO, Social Media | No Comments »
Content They’ll Pay For
6 Nov 2009
by Rebecca Rolfes
I predicted that this would be the year of the virtual event and I was right, or right-ish. Associations have embraced virtual events in the form of webinars but they have not gone the full route to virtual conferences.
Those that have tried the larger format have concentrated over much on the trade show floor—where virtual events started and now seem stuck—and not enough on the content. No one goes to a conference just because of the trade show. They go because of the speakers, the sessions and the networking. Once associations break the mindset of a live conference and tap into the digital realm’s ability to allow users access to deeper and deeper layers of related content, they will have a new meeting format that is as compelling in its way as the live version.
Where webinars are concerned, I thought associations would see digital’s strengths to provide education and interactivity. Instead, they saw cuts to their members’ travel budgets. So I was right but for the wrong reason.
In any case, associations are still struggling to find new sources of revenue for digital delivery.
- The meeting budget and the digital budget may be in different hands.
- The adjustments necessary to shift live delivery to digital, not to mention shifts in marketing and promotion, may not be understood.
Some associations gave up at that point, waiting to figure out what to do before they did anything. Others just dove in (good for them!) but are now having to step back and decide how to continue to fund something that has no budget of its own.
MarketingProfs offers some great ideas. If you’re not in marketing, you may never have heard of them but, in the last couple of years, they have built a successful webinar business atop a premium subscription model. Breaking down what they do, here are some ideas for associations.
- Offer a price for one-off registrations (MarketingProfs charges $129) but build a premium subscription package that allows access to special content (MarketingProfs charges $229). Most of MarketingProfs’ webinar revenues come from the latter.
- Move webinar content from the meeting department to the editorial department. Editors are more in touch with the issues members are interested in at the moment. They also have access to the right presenters—the same sort of people they would interview for an article or ask to write an expert column—and can judge the quality of the content.
- Hand pick the presenters and make them submit their presentations to the editors in advance. If you don’t keep the quality high, you won’t gain loyal users and they won’t recommend your webinars. (MarketingProfs has a 75% response rate to its post-webinar surveys and a 98% favorable referral rating.)
- Come up with a repeatable format so you can scale as you gain subscribers. You don’t want to reinvent the wheel every time.
- Build engagement and brand loyalty before starting to sell sponsored webinars. You will have a better chance of attracting users to the sponsors’ offerings if they already trust the quality.
- For sponsored webinars, insist on the same vetting of the content as you would for your own programming. Craft guidelines for how much of a sales message they can contain but keep the content quality high. Neither you nor the sponsor will succeed if sponsored webinars become extended advertisements.
Posted in AGP Feature, Association Strategy, Event Development, Social Media | No Comments »
View: Managing Online Communities
20 Aug 2009
by Michelle O'Hagan
View the information presented by Rebecca Rolfes, executive director of Association Growth Partners, in the recent Higher Logic webinar: “Managing Online Communities.” You may download the presentation by clicking the “menu” button below.
Posted in Association Marketing, Brand Visibility, Digital, Social Media, User Engagement | 4 Comments »
Creativity vs. Inanity–The Face Off
5 Aug 2009
by Rebecca Rolfes
I admit it. I am a reluctant social networker. I almost headlined this post, “Confessions of a Reluctant Social Networker” but there’s something bigger than reluctance going on here.
I am a writer. My first work was published when I was 13. I have spent my entire adult life preferring to sit alone in a quiet room, to think and to write. Don’t get me wrong: I can have a good time too. I have tickets to Lollapallooza. I wandered around Argentina on a bus for a month. I have this thing for old blues bars with pool tables and only one beer on tap. There’s nothing better than a good giggle at a long table with great friends and lots of wine.
But the day is dedicated to work, work in silence, work alone. I must be good at it. I’ve made a living at it for 40 years.
So maybe I’m just old. But when my 83-year-old mother is on Facebook, I think there’s more going on than age.
I listen to Clay Shirky about “the greatest explosion in personal expression of all time,” and I want to be part of it. If moveable type changed everything after and this is going to change everything to that extent from here on, I want to be there. You would think that someone who loves to write would gravitate to the new media that make it so easy to do, that make the connection between writer and reader so direct.
The problem is that I know how hard it is to write and to write well. It can’t be done all day every day. There is writing and there is typing; there is communication and there is idle chatter.
Hemingway shot for three pages a day, three good, publishable pages. That took most of the day because a lot of what he wrote wasn’t good enough. Submitting your work to a group of editors (three is a publishing industry minimum) gives you a healthy lesson in self-editing. The words that tumble out easily are rarely the pearls we think they are. Even after all these years, I need an editor. Everyone does.
So Hemingway, sitting on his cigar-maker’s chair because it was uncomfortable and so kept him alert, all alone, no iPod, no phone, no Starbuck’s, wrote, self-edited, re-wrote, deleted, discarded and slowly, painfully slowly came up with some of the greatest prose ever written. When he won the Nobel Prize in 1954, he said, “Writing, at its best, is a lonely life….For [the writer] does his work alone and if he is a good enough writer he must face eternity, or the lack of it, each day.” He changed the novel forever. Think about that for a minute. That’s something worth doing, that’s something that awes writers like me.
Today, of course, we don’t do that. We just publish it, hit the “publish” button on Word Press and off it goes, into the ether with the rest of the un-edited, sloppily crafted, spur of the moment, top of the head, mental drool that is out there. Facing eternity? Not even close.
Most people on Twitter are not creative, they just pass along someone else’s creative product. Lance Armstrong’s pictures of the bikes that artists designed for him. Me quoting you, quoting someone else. The best thing on Twitter is probably Shaquille O’Neal’s Your Mama jokes. The people I find saying interesting things—Clay Shirky, Chris Anderson , John Zogby —aren’t on Twitter. There are lots of people, thousands of people talking about them on Twitter but they themselves are off being creative somewhere else. Perhaps sitting alone in a quiet room on a cigar maker’s chair.
We are in the process of reinventing media, a term that Anderson says “stands in our way, like a horseless carriage.” But we will not reinvent creativity by substituting inanity. Be interesting, not glib. Be creative, not slap dash. Work hard. Don’t publish everything you write. Don’t publish every minute of your life. Don’t talk about your work, just publish the end product and let the reader judge whether it’s any good.
Posted in AGP Feature, Social Media | 4 Comments »
The Smartest Things from This Week
24 Jul 2009
by Rebecca Rolfes
Friday, time to clean off the desk. These are the smartest things I’ve seen this week
- Check out Almost.at. It’s a web-based tool that allows users to follow events across platforms—Twitter, Flickr, YouTube, etc.—in real time. You can tell who is actually at an event rather than just tweeting about it second hand. You can see what is retweeted most often, track feedback instantly, pull people into specific sessions at an event. You can be part of the event even if you can’t attend the event. Today, for instance, I went to the Tour de France.
- From The Dynamics of Leadership-Team Behavior, in teams on the way up, “People bring forth grim facts—‘Come here and look, man, this is ugly’—to be discussed; leaders never criticize those who bring forth harsh realities.” I don’t know about you, but where I work, there are a lot of grim facts lately that we can’t allow to be swept under the carpet.
- This is from 2006 but I only just saw it: A Cone and AMP Insights study found that 61% of 13- to 25-year-olds feel personally responsible for making a difference in the world. Isn’t that, at least in part what every decent association intends to do—make its little part of the world (the industry, the profession, the region…) a better place?
- Erik Qualman on SearchEngine Watch says that you should “be stubborn with your social media vision, but flexible with your plan.” If you’re not constantly tinkering with your social media efforts, you’re undercutting your ability to achieve your goal. The goal doesn’t move but social media does.
- Social media monitoring is not snake oil but a lot of the black box systems that purport to do it for you are. You can buy a box but that only gives you data and data is not a strategy.
- From the Twitter for Executives Webinar, how to succeed at Twitter:
- Follow others
- Reply to others
- Track clicks on your links
- Tell customers you’re on Twitter
- Ask questions
- Provide answers
- Share news
- Provide links
- Give compliments
- Retweet
- Recommend others to follow
- Use media
- Try contest and giveaways
Over and out.
Posted in Association Marketing, Association Strategy, Social Media | 2 Comments »
Associations as Meritocracies
17 Apr 2009
by Rebecca Rolfes
Speaking at Digital Now, Peter Hirshberg, chairman at Technorati, said: “When the smoke clears, associations will be more meritocracies with the best ideas from the edges.”
“The edges” are the online conversations among your members and potential members. Today, associations are trying to reinvent themselves and meet competition from within and without. But those conversations (in the association’s own online community, in Facebook or LinkedIn groups, on Twitter, Orkut, etc.) are what will reinvent associations.
Associations have figured out how to enable, listen, monitor, participate, seed, manage; but many still believe they’re in control of the conversation.
“If we’re the place they come to have the conversation (the thinking goes …) we still control the dialogue. It’s good intelligence for us; we are more responsive; everyone’s happy.”
No.
The association is the medium.
Your people (and their conversations) are the ideas.
The conversation IS the association.
Tags: digital now, peter hirshberg, technorati
Posted in AGP Feature, Association Strategy, Digital, Networking, Print, Social Media, User Engagement | No Comments »
Namaste
2 Apr 2009
by Rebecca Rolfes
I just had a book come out, The Competition Within. We need to visit all of our association clients and see how they’re weathering the economic downturn and what we can do to make sure that, as their partners, we both come out the other end of this recession whole and ready to tackle the new world order. We need to reach out to associations with ways to save money via outsourcing and consultative help on providing membership value. In other words, busy times.
So what did I do? I went to India for three weeks. I can either chalk this up to extremely bad timing or to a chance to, as they say in England, ‘get out from under the elephant.’ The elephant in this case would be the unrelenting bad news weighing us all down at the moment. The chance to step back and look at the elephant critically allowed me to see it for what it is: A big, grey hulk but one that can be moved and that, as they do in India, can even be painted in bright colors and turned into an exciting ride.
Ways to Move the Elephant
- This is your chance to off load some things you don’t need: outdated processes, weak programs, redundant systems. No one changes unless the pain becomes too great so we hang onto things that need to go away but aren’t really hurting anything. Now they hurt—a lot.
- Downturns are the time to plan for upturns. Face it; you’re just not that busy. Take the time to do strategic planning, to prepare yourself for the rebound.
- Focus on the metrics. What really works? Your magazine? Your website? Your e-newsletter? What is your members’ preferred way of interacting with you? Base your decisions on hard data not sacred cows and then serve your members as often as you can.
- Call them. Remember the telephone? We’re all so busy tweeting and blogging and emailing and we’ve relied on the collection of many members in one place at a conference to the detriment of just talking to them. Call 10 members a day. Call 20.
Elephant Rides
- This is the year of the virtual event. I really believe that. Association event business is down by 40%. Some meetings are being cancelled all together. Make maximum use of online meetings for small and even larger events. Webinars are great but how about a full-blown conference? Probably not the multi-day one you usually host and with no golf outing but an education and networking-rich event that brings in revenue from attendees and sponsors. With none of the constraints of physical events, virtual events allow you to be more global, more targeted, more cutting edge.
- Social media marketing is the future of associations. You may already have a page on Facebook, on LinkedIn but are you really working it? Where are your members and potential members networking online? Be there, be there often.
- Hold a reinvention summit. Don’t talk about how bad things are. Talk about how your association can be reinvented. Be creative. Be bold. Grab the elephant’s ears and go for a ride!
Tags: India, Social Media
Posted in AGP Feature, Association Marketing, Association Strategy, Social Media | No Comments »
Reinventing Advocacy
27 Mar 2009
by Rebecca Rolfes
Last October when the severity of the financial crisis began to become apparent, a group of builders, contractors and manufacturers, all related to the housing industry, formed Fix Housing First. There were three main aims for the site:
- Enhancement of the homebuyer tax credit, set by Congress in 2008 at $7,500 for first-time buyers
- Lowering the interest on 30-year, fixed-rate mortgages to 3%
- Alternatives to foreclosure for both lenders and homebuyers, and increasing the capacities of federally-insured refinancing programs
The site enrolled 2,500 organizations, with more than 100 associations. With a timeline pegged to the stimulus bill, the coalition won an increase in the first-time homebuyer tax credit to $8,000.
In 5 months:
2,500 companies joined the coalition
44,000 activists sent letters to their members of Congress
180,000 letters were sent
25,000 people opted-in to email updatesAfter starting the Twitter feed:
10,000 letters sent to Congress in 24 hours
20,000 letters sent the next day
The effort was funded by the for-profit members but involving associations always was part of the idea, according to Ken Gear, executive director of Fix Housing First and vice president of government affairs at Pulte Homes. “Associations have the political clout in DC and networks of members that could help build the grassroots movement. The not-for-profit side took it to scale and put in the sweat equity.” Fifty-one state and regional chapters of the National Association of Homebuilders took part, for instance.
Such efforts indicate a potential future of advocacy for association advocacy. “Associations really are by definition silos,” says Pat Cleary, senior vice president of digital public affairs at Fleishman-Hillard, the public relations and public affairs firm that built and maintained the site. “They represent a high, vertical segment of the economy; the auto people represent auto, the steel people represent steel. They don’t think collaboratively. But the public doesn’t think that way. They have interests in common—home buyers, home builders, home sellers, home owners all could benefit from this. Even though they might be represented by vertical associations, this process allowed everyone who cared to come join in the fight.”
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President Obama campaign’s success with digital outreach let the coalition see “the power of an online campaign,” Gear says, “we saw what an online grassroots group can do.” Gear and Cleary admit that such an effort would be difficult for a single association but that the first step in reinventing advocacy is a change in mindset.
“We all are really good at pushing information out,” Cleary says, “but increasingly we live in a pull world. Eighty percent of all web traffic starts with a search engine.”
Using powerful digital tools like Twitter, blogs, Facebook and Google AdWords enables “associations to mobilize quickly,” Gear says. “The old way of third-class mail newsletters is dead. As an example, I was in the Speaker’s office as the bill was being voted on Tweeting on what was happening. People knew what had happened before I left the office.”
Tags: Advocacy, Facebook, Fix Housing First, Fleishman Hillard, Google AdWords, National Association of Homebuilders, Pulte Homes, twitter
Posted in AGP Feature, Association Marketing, Association Strategy, Audio, Broadcast, Social Media, User Engagement | No Comments »
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