I recall once seeing a Zynga billboard while driving up the 280-N from the San Francisco airport to downtown San Francisco. There was no tagline, and I joked to my passenger, who was in the financing and IPO business: “I’m not sure who that’s intended to sell.”
He laughed and responded with “Dude, that’s not for end users. That’s to get the attention of the bankers driving from SFO to downtown.”
Remember, you can have multiple audiences for your ads. At American Apparel, many of its best known ads ran in obscure publications or in short bursts on niche websites. Millions of people know about them, however, because blogs thought they were so interesting that they wrote articles about them.
In that case, the press was the audience and the public only indirectly so. The public was a later side effect, but not the first target. One good test of whether your advertising can become a conversation: Would people notice if your ads stopped running? Clickthrough rate is not going to answer that question.
This is why advertisers should start monitoring chatter about their content and come up with ways to track and value that. You also need be able to think big picture so you can know that sometimes negative chatter is still a good thing (it means people get emotional about what you do).
Does this violate the actionable metric rule in my third point? Not at all. It’s another feedback loop and easily measurable, whether in press mentions (including blogs) specific to an ad, or even product development impact.
For developing product, Amazon is well known for “working backward” from internal press-release response. That is, it starts with the reaction or response from its intended audience and designs its advertising messages — or products — backward from there. Google also used this approach by launching Google News without chronological or geographic filtering, only afterward responding to requests and implementing the chronological feature. There was a ton of debate and fighting internally for both features, and they let the market decide.
“Listening” isn’t enough. Tracking the number of Twitter mentions tells you nothing. The bigger question is: What are we trying to build or accomplish, and how will we digest and use this data?
If you nail that, you can nail your competition to the wall. They’ll be too busy chasing the latest shiny web service.
via mashable.com
Monitoring conversation is nothing new. What brands need to do is drive conversation through crafty messaging that sparks a point of view. Today brands are starting to think about creating a schedule for the content they distribute. Tomorrow brands will chart out the specific conversations they want people that have.