You may know CM Pros as the LinkedIn group that has almost 13,000 members and a vibrant discussion board – that really gives you an idea of the breadth of this industry and the folks that describe themselves as Content Management Professionals – although how many wearing the LinkedIn badge are actually members?

I make that last point, not to be churlish but it gives you an idea of the challenges ahead for CMPros – how do you make a membership organisation relevant, post this social media revolution?

I am a member of various loosely structured and sometimes transient tribes and communities, powered by social media and a common interest or need to get something done. How do we engage this crowd, beyond a badge on our LinkedIn profiles – to  marshal this incredible resource and improve our industry?

Yes, improve our industry.

Pull up a bar stool between two CMS practitioners and you are moments away from a possibly heated discussion on the definition of CMS, what software tool is and what isn’t a CMS, the business value of a CMS and possibly the relevance of the latest standards.

Depending on who’s history you are reading – the web focused CMS industry has only it’s 15th birthday this year, if we gauge it by product shipped (Vignette Story Server / Interwoven)  then it’s probably only 12 or 13. I say web focused, as of course comparative granddaddy Documentum had been managing documents since 1990 (but I don’t think we called it CMS back then – did we?).

Anyway, I’ll have to come back to this in future posts – who owns the term CMS? Could get myself into trouble here, leave that for another day…

Back to CMPros – you see we have a young vibrant industry working through puberty – but it’s also an enterprise staple, a necessity – intrinsically linked to the success of just about any decent sized business, charity or government organisation.

Fewer of us make stuff anymore, we are knowledge workers or brokers – content is our currency.  Yet, despite that “enterpriseness” and some vendor consolidation – we haven’t reached the definition and commoditization of say ERP systems.

All of this and loads and loads of other discussion points I could throw up means that now is an exciting and important time for a community of practice organisation. It’s a rallying call, the voice of the practitioner must be heard alongside the well funded, loud voices of the vendors and analysts – and CMPros is a a platform to facilitate this.

Not just on how we shape this industry, the vision for tomorrow, or what we call the damn thing – but to help educate and guide the folks that look to CMS Professionals for help.

A former CMPros director Lisa Welchman wrote a great call to action on this: And Still We Rise: The Professionalization of the Web Vocation and I recommend you give it a read.

Whilst, unlike Lisa,  I can’t earnestly call upon such stirring analogies as US civil rights, I hope this post gives you an idea of what I think CM Pros is for, the challenges we see ahead of us and I hope motivate you to join and participate.

From a content publishing perspective (rather than a marketing trend) this isn’t really a big deal is it? Surely these guys have merely changed platform – moving to platforms that have greater focus on community tools. Should we now consider YouTube and Facebook as web content management systems or at least web publishing platforms?

Well.. I think.. yes.. and errr.. no.

The core functionality of any content management system, whether its digital assets, structured text content or documents – are the principles of not just authoring/uploading and publishing content – but of governance, permissions models, brand protection and approval processes – stuff these social media platforms simply don’t have.

Does this move suggest that perhaps Coke has surrendered all that back end control for some community features? I think, probably not.

The key I think is the quote from the New Media Age article where Prinz Pinakatt, Coke’s interactive marketing manager for Europe says:

“We would like to place our activities and brands where people are, rather than dragging them to our platform.”

They want to publish content to where their audience is – and their community hangs out on Facebook and YouTube. Of course it’s the community that these platforms have attracted that is their value to these brands, rather than their functional and technical capabilities.

Build it and they will come. That’s the normal mantra of community building on the web, build a fantastic destination, invest in attracting visitors and encourage them to interact, engage and form your tribe.

But, hey with these social media networks – someone else has already built it and the people have already arrived.

As I referred to in my last post, there is a lot of talk about the redefinition of WCM, of separating the management bit from web delivery - publishing to social media networks could be a strong use case of that. That organisations are increasingly going to think of these sites as part of their multi-channel publishing strategy.

Of course the nice thing about the “build it and they will come” philosophy is that you exclusively own that community, you can listen to their interactions through web analytics and personalize or adapt your content and delivery in response.

A social media publishing strategy therefore needs a social media listening strategy to build that insight – but more of that in future posts.

But for now, as web publishers, looking to engage our visitors we need to rethink our idea of what the ‘destination’ is.

Coke Triumphant image courtesy of Oliver Scott reproduced under Creative Commons License.

So, I thought I’d better jot down a few thought on this – what does Social Media Monitoring mean for Web Content Management?

Well, we are in the business of publishing  persuasive content – content that achieves your objectives as a communicator or marketer. Content that engages and persuades your audience into completing your engagement objectives, whether that is to answer your call to action, buy your product, be educated, and become a brand advocate – whatever it is.

As I’ve discussed before, engagement, or persuasion, is a conversation, and how can you enter a conversation by just speaking? Social Media Monitoring (SMM) gives you the opportunity to listen to what your audience needs. It gives you the insight to react to audience feedback, to plan and develop content that fits your audience as you create new campaigns, launch new products or grow your site.

This makes your content more relevant, persuasive and engaging. If your content is written for an audience you know and understand, they are now your community.

The stakes are rising for our websites as they become the front line for customer service, studies show that customers now prefer to try to self serve their enquiry through online FAQ’s and forums - rather than call the call center. I can understand that, I know that even in-store I would prefer to use an iPhone to look up technical specs than talk to some kid in PC World (or Best Buy).

It’s not about what people did, but what they thought or wanted to do

SMM is the missing piece of the puzzle that traditional web analytics can’t solve; an insight into the reaction of your audience. It’s not about counting clicks, downloads or how often they visited – but what they thought of you, your service and your website. What people are saying across the social web is the undiluted, unsolicited voice of your audience rather than the result of you asking for them to fill in a questionnaire or give feedback.

It’s not just about finding these conversations, there could be hundreds, thousand, even hundreds of thousands of mentions of your brand, product or service on the web. Searching for stuff isn’t that hard on the Internet – finding what’s relevant is – and it’s no different when monitoring Social Media.

Techrigy SM2 allows you to understand the sentiment of these conversations by applying language analysis to prioritise, to focus your social marketing efforts and to give you something you can measure.

Actionable Insights.

The value of gaining visibility of the sentiment of your audience grows ten fold if you also have the power to make that insight actionable, for a business user, for example, to be able to quickly change the website to react to ‘the buzz’. Being able to do this with an easy to use WCM tool (like Alterian Content Manager)  has a clear business value in demonstrating that you are agile and in tune with your community.

People’s connectivity through social media means feedback travels quickly and you need to be empowered to be relevant in the moment . For example, you read a question about your product on Twitter, people are tweeting that they don’t know if your product connects to their toaster – that this is a killer feature. You are now enabled to engage with those folks directly, but also to promote your toaster connectivity on your website and in your marketing campaigns.

Optimise the message

Where your audience are hanging out online could be just as important to understand as what they are saying.

People often put the social web or social media (Twitter, blogs, Facebook etc ) into a box, separate from the serious business of corporate websites. But the majority of Tweets contain a link to some content and that content is increasingly corporate even within the realm of social media. Opinion-driven websites such as blogs are adopting a corporate agenda, bloggers are becoming sponsored, Facebook fan pages are being set up as organisations who are keen to engage through real people, and hearts and minds are being won and lost as the lines are becoming blurred.

Do you need to tweak your content promotion to make it more prominent in these places? Do you need to consider having a voice in that community, or changing the tone of voice to fit in better with your community or the context of the place they are? Perhaps you have the wrong people writing your content – if you have a community of engineers on a developers’ discussion group, having marketing shout at them in ‘business speak’ isn’t going to start a conversation.

So – what does SMM do for WCM? Well, the phrase “people buy from people” – never seemed more relevant in these connected times. I’ve discussed on this blog about your brand being ‘you’ and this insight helps you know which ‘you’ you need to be and where that ‘you’ needs to hang out.

Picture of ear trumpets, courtesy of make money not art.

Using that phrase does rather alienate half the population and maybe doesn’t even translate that well into US English but, forgive me, you know what I mean – it’s the most basic, fundamental fear of most normal people in most social situations, and social media is the most extreme of social situations.

I thought for a bit that this was a peculiarly English trait, that we are slow to embrace the ‘paradigm shifts’ of ‘Personal Brand’, we have a terribly over acute sense of… well.. being British about the whole thing and “after you, no.. after you”, a debilitating cynicism and apologizing for being in the way, but it transpires that my modest US colleagues feel it too.

Take Twitter for example, here you are in 140 characters or less trying to be interesting, whilst negotiating the subtle niceties of ‘twittiquette’. One chap who confidently writes excellent, witty, entertaining blog posts was agonising over whether he should tweet them twice, for the UK and US time zones of his followers – or if double tweeting made him look like “a douche bag”. I’ve met the fella, he doesn’t seem to be a douche bag.

I’ve agonised over it in a couple of blogs posts, I’ve tried to figure out who ‘I’ am and who the ‘you’ should be when representing your companies – heck, I may not even publish this post as the mortal fear of ‘cockness’ overcomes me.

But, the fact is, I think you need to be yourself, as Oscar Wilde said:

“Be yourself; everyone else is already taken.”

Alright so sometimes that needs to be corporate you, but you none the less, the ‘you-ness’ is important. (For more on this, Chris Brogan makes a great point in his post about being aways ‘on‘).

I can’t believe that anyone can maintain a Personal Brand for long; people are not products. Nestle can reinvent their chocolate and make it tasty with two glasses of milk and make that their thing, their brand. Toyota can make owning a car cool for Californians again with the Prius, by adding a slightly more efficient engine. But surely we are eventually going to come unstuck, by making promises our talent, knowledge, coolness – whatever – can’t keep?

(Sorry to keep throwing links at you, but there’s a great discussion on that here, on David Spinks’ blog)

Surely your personal brand is your aspiration to be good at what you do, but recognising that you aren’t quite there yet? By trying too hard to be cool, by subtracting the real ‘you’ out of your social media persona – you’ll really end up looking more of a cock? Or way worse, bland and uninteresting – part of the echo chamber, rather than saying something new.

Lets look at the superstars of this stuff – take for example Seth Godin – in this inteview with Josh Berhoff he talks about his secret – which is to love what you do and write about it. It’s effortless for him, as he’s found that magic formula. Seth can write freely and without shame, galvanised by the love and enjoyment of the thing.

Someone once said to me after I came off stage at a conference, “You looked like you enjoyed that, you didn’t care if anyone else was watching”. I took that as a compliment, I do deeply care about the audience, but any nervousness or anxiety was carried away by enthusiasm for the subject and the opportunity to spend half an hour talking about it.

So maybe it’s time we all just relaxed, admitted that being a bit of cock sometimes is actually part of our personal brand. Yes, maybe I’ll commit some sort of embarrassing Twitter faux pas, but surely if I admit my mistakes and come over all human – my little community will forgive me?