Alright, I admit we didn’t quite plan it this way – but that’s the lesson of the new social media powered PR – you can’t always control it and it’s often a test of reactions – of ensuring you have the right tools, people and message to do that.

In this post (as I tend to on this blog) I’ll be focusing on my experience – you can read our official news release on Alterian Content Manager 7, it’ll give you some background as what I am going to ramble on about here.

Anyway, Tuesday a rumour is going around, I get a couple of DM’s – and Janus mischievously tweets:

sources tell that Alterian will soon discontinue Immediacy / Alterian CM Corp. Edition – wondering if customers will enjoy the sunset

Ah… not entirely true, but now it’s out there – so strap yourselves in folks – you’re launching a product strategy on social media!

The vigilant Irina Guseva of CMSWire clearly had her ear to the ground and grabbed me for an exclusive interview and in no time at all (how does she do that so fast?)  published – Alterian Drops Immediacy, Morello Web CMS Brands.

In the meantime – and this demonstrates the diversity of this CMS community – there’s a CMS Haiku competition going on – Jon Marks (@mcboof) is offering free beer to the winners (yes folks, the stakes are raised, this isn’t about product marketing any more, it’s about beer) – he dares me to pitch in:

@iantruscott  Now that @irina_guseva  has broken the news (http://bit.ly/b8RQlO), can’t you re-break it in #cmshaikuform?

I quickly scan through the social media bibles; “Groundswell”, “Here Comes Everybody”, Jeremiah Owyang’s entire blog archive – no mention of haiku as a required skill of today’s social media marketer.

In truth, I admit, I did have to Google how exactly to write haiku – more on my first poetic foray later.

The next day starts with what we eventually agree was a Twitter interview (no doubt someone calls these “twinterviews”) by James Hoskins (@JamesHoskins) – long time social media agent provocateur – especially when it comes to all things CMS and Alterian.

Unfortunately it’s difficult to find this conversation, James and I didn’t hashtag it and twitter doesn’t lend itself to a Q & A structure, unless you want to read it backwards through replies – and I haven’t really got room for it all here. We have however ensured that the excellent points James has made are in our official communications.

This goes on all day and some of the next, with other folks now pitching in with questions – at the end, James pays me a huge compliment:

#followfriday @iantruscott  - raising the bar for other WCM vendor VPs in openness and engagement #alterian

Meanwhile – Adriaan Bloem (@AdriaanBloem) of CMSWatch got in touch, for a quick briefing, we have a positive chat and he quickly knocks up this blog post – provocatively titled “Alterian Drops Immediacy” and written in the house style, of a father warning his daughters to watch out for those vendor types, with their high-falutin’ words and fancy charming ways – nothing wrong with that – but please read my (admittedly lengthy) comment response.

Crikey.. now I’ve got Philippe Parker (@proops) encouraging me to haiku.

@IanTruscott impressed you can explain your strategy in #140 – now please do it as a #cmshaiku

So.. double dared… here goes.

C M C or E / Here me Alterian say / Autumn is Future

Which surprisingly made it to the short list and the community got to vote – it got a respectable 3rd, but no beer. (I could protest – the haiku rules I play by said it needed to include a season!).

So folks, that’s it. A few days in the life of product marketing via social media. It was fun – demonstrates that today marketing and PR is as much about listening and reacting as it is about planned strategies. It also sparked off a whole bunch of interesting conversations I’ve had with clients and partners since.

..and to whoever whispered that rumour in Janus Boye’s ear – I would genuinely like to thank you.

We have been executing a communication plan that started last year with our customer and partner events and we intend that the program will reach all of our customers and partners in the next few weeks. If you have questions about our strategy, then please contact me directly (ian.truscott@alterian.com), or your Alterian representative.

Content is still king and as I catch up with three weeks or so of my RSS reader, it seems that at the end of last year – the decade – that there was a new CMS blogging trend and it’s for talking about trends, the CMS blogosphere was alive with predictions. All worthy of comment and I thought maybe I can chuck in some thoughts of my own.

For starters I’d better set some context, of what I think about our market historically, so you know where I stand.

Content Management has gone through various trends, casting my mind back, it was once believed that the CMS services (CMS only mean’t web publishing back then) would be commoditised down into the application server and that the application server in turn would be part of the operating system. We would then build content management and deliver applications (or portals) on this common back end – and of course this Java centric world view never came to pass.

Back then a CMS was an IT enabler and part of the infrastructure and that infrastructure grew to become managing all content and knowledge of an enterprise – an Enterprise Content Management System – it’s reach extending to Digital Asset Management, Document Management – the world became obsessed by compliance, records management and the vision moved from the geek to the librarian – of turning organisations into filing systems.

All very worthwhile, but in the meantime the budget and requirements pendulum swung toward the business – and marketing specifically – as they didn’t like the IT focus of these early CMS implementations, didn’t get the greater good of ECM and wanted to focus on the marketing problem at hand – a website they could own.

So, an agile, diverse, vibrant bunch of open source, small to mid-tier vendors rushed into the space the old titans of CMS (now ECM guys) had disconnected from. The focus was on ease of use, of rapid implementation, of appealing to this newly empowered business user and for some, their chums at the agency with easily accessible and cheap site building skills like PHP and ASP.NET.

And increasingly, through social media making people at ease with web publishing – a democratisation of content authoring.

Yes I know, I’ve simplistically crashed through quite a lot of history in a few crude paragraphs, but in a nutshell – we’ve gone from pleasing the geeks, then the librarians to it being all about the business user, the marketer or the communicator.

This broad band of website building offerings, delivery models and tools that enable real people to add pages to a website, from a range of vendors – the ECM leviathans to open source projects – came to be known as WCM. And it is a broad church of technologies, best practice, capabilities (from a blog, a brochureware site to a multi-national roll out of hundreds of personalised sites) and of course prices.

To some a WCM is nothing more than a PHP UI on a database, or maybe it’s a web delivery infrastructure and to others its an intelligent purveyor of well understood personalised content to the discerning, well understood visitor – its hard to tell what’s out of the box and what’s down down to the skill of the crew that builds with it.

Which brings me back to my trend topic and the predictions - this nebulous haze of requirements, product and solution capability has attracted a fair amount of comment, as my fellow bloggers swish around the tea leaves for what’s next.

The general view is that WCM – the acronym, the definition of this as a software space is up for debate and that maybe 2010 is the year we see some changes.

Barb Mosher in Emerging Trends in Web Content Management over at CMSWire says:

we really need to think less about WCM as the only way to categorize a product/solution/platform and start thinking tag lines like “Web Publishing Framework”, “Integrated Online Marketing”, “Content Creation and Management”. Are we caught up in trying to define a market that is changing so rapidly that it really defies definition?

Laurence Hart (@piewords) also touches on this, in his Predictions for 2010 post:

Constantly Hyping Acronyms Of Systems: WCM is suffering. It doesn’t really cover mobile platforms well and there are big differences in the presentation and the management of the landscape.

Enterprise Content Management and WCM will go their separate ways. Okay, that isn’t going to happen, but it NEEDS to happen. Why? Because it is distracting them from their core, which is the platform and their core applications.

This last comment was inspired by the CMSWatch predictions, one of which being that Document Management and ECM will go their separate ways (so if ECM and WCM are splitting, who’s left at the ECM party?). CMSWatch also inspired a typically entertaining post from Jon Marks – in which he says:

Enterprise Content Management is well defined. The term WCM is horseshit, unnecessary and should take a long walk off a short pier….. I can already see the news headlines: LONDON, 2009 – SHOCK HORROR! WCM Geek Demands Death of term WCM. But it’s true. I’m of the camp that wished the term WCM would cease to exist.

Jon then goes onto de-construct WCM into its constituent parts, with an underlying content infrastructure layer with common standards (CMIS/JCR), separated from a delivery framework.

His post inspired Seth Gottlieb at Content Here, who agrees, wondering if we should go back to calling it CM  - you should also check out Peter Monks and The Case for Killing “WCM”, inspired by Jon (and he nicely puts how we WCM folks feel about Jon calling us losers!). Then, if you haven’t had your WCM predictions fill, then I’d also suggest a look at this from Peter Monks on his shiny new personal blog.

I am not sure how one goes about creating the tipping point that defines a new software segments or niche, how do we get customers asking for one of these new website-publishing-but-not-WCM-doohickies?

Clearly the analysts are key to this, CMSWatch had a stab at realigning their tiers and I think that’s definitely work in progress and needs at least a bit more explanation, Gartner have got back into WCM after a long absence of ECM focus and Forrester have long observed WCM as part of the marketing platform mix. But – I am sure that CMSWire, Jon, Peter, Seth, Barb and Lawrence have more influence than they admit, so perhaps it could be the year of the death of the definition of WCM as we know it today.

OK, so I had better venture my own predictions, it would be rude not having had a look at what these folks have had to say.

Personally, I think whatever we call it – we’ve had the era of IT, the librarian and the business user/marketer – and whilst clearly all of these folks should be catered for in the WCM of 2010 – I think it’s the era of the audience, our community, citizens or customers – the visitor.

Yes folks, it’s web engagement – sorry, did I say I wan’t going to talk about that…?

Image of cystal ball published under Creative Commons License, courtesy of  Bitterjug

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.

All great points. My comment was to be yourself, be a person.

In my experience, the social web seems to be much more people centric than the rigid old days of communicating over the web through fairly static ‘brochureware’ sites and brand engagement built around established channels of marketing, sales and support.

Over the social web people will respond to you being you rather than a faceless corporate. There is also the old saying that ‘people buy from people’ and the social web gives you a great opportunity to return to this personal engagement.

But a few days after making the comment, it occurred to me it’s not as straightforward as that – who best represents ‘you’ as a company, as a brand?

Your CEO? Whilst he probably embodies ‘you’ as a financial entity, the acceptable face of ‘you’ to the city, to the accountants, he may not resonate with the people who buy your products. Alright, there are exceptions, but not every company has a Steve Jobs at the helm. Similarly one of your talented engineers may be able to out geek a darkened room of Metallica fans – but is he you?

How about this from the blogs of ZDNet – Is it time for a Chief Social Media Officer? of putting someone at the C-level to sort it all out?

The answer will be different in every company and is probably dictated more by the kind of audience you have – but it seems to me that companies should invest time in finding and enabling whoever is ‘you’ in the organization and encouraging them to contribute to your website, tweet, blog, set up discussion groups etc, give them the time and maybe the title to do that.

There is inevitably more than one ‘you’ – a social web strategy should consider relevancy as of course ‘you’ are different to different audiences and those different audiences will be on different channels.

The stock exchange know you are innovative, but ultimately safe and the CEO creating a MySpace page will do nothing to enhance ‘you’. But if you sell skateboards and your cool new intern likes to video himself throwing himself off the steps of the town hall for some ‘gnarly’ moves – then his MySpace page probably will.

So, be yourself and if you can’t do that, find the people who are.

Cartoon kindly contributed by Tom Smith,  see more from the drawing board of Tom Smith here

]]> http://www.iantruscott.me/the-social-web-be-yourself%e2%80%a6-or-find-someone-who-is/feed 0 http://www.iantruscott.me/dont-forget-the-reader#utm_source=feed&utm_medium=feed&utm_campaign=feed http://www.iantruscott.me/dont-forget-the-reader#comments Thu, 19 Feb 2009 23:12:47 +0000 ian http://www.persuasivecontent.com/?p=152 So much for the content and our audience – what about the reader? It’s easy to get advice on the content, the tools you should use, the right title, how to leverage the social web, SEO to drive traffic to your site.. etc etc. But… a visitor is not a reader, web analytics will tell you how many people arrived at the site, but statistics say that 2/10 visitors won’t get much further than that catchy title of yours. In this post, I think about the reader – the one that hangs in there and wants to read your content.

Recently I have realised I am a bit of Luddite, anything beyond five paragraphs of tightly set text and it’s uncomfortable, over eight or nine paragraphs and I have to print it out. I spend the majority of my life sat in front of the LCD screen of my laptop or my desktop PC and I find neither is a comfortable reading experience – but then I don’t have a lot of off-line reading time – so a well meaning pile of undigested great content results. 

Some websites are a joy to read, the combination of compelling, tightly written persuasive content and a beautiful site design can hold my screen attention for longer. Eight paragraphs of tightly written prose by Jeffrey Zeldman about himself, posted on his gorgeous, poster child of a well designed site had me absorbed, but Propelling Brands is full of fantastic, information rich, well researched content and I find myself reaching for the print button each time I come by.

 “Reading is a necessarily solitary experience—like dying, everyone reads alone—but over the centuries readers have learned how to cultivate that solitude, how to grow it in the least hospitable environments.” 

And it’s true, as the author observes, people will read in the most incredible, seemingly uncomfortable places – but totally absorbed by the content. 

As a content author I don’t think we can presume that our reader will make that commitment. Well written, targeted, persuasive content, aimed at a well understood audience and the tools to produce it – is not the whole Persuasive Content picture. Unsurprisingly, as experts on site design, both Zeldman and Mandy Brown demonstrate that it’s also about a clear, easy to read, accessible site.

Well.. this is my eighth paragraph and you are still here, although having read these articles I think I need to give my site design a bit of thought and I wonder if you have printed this out?

Joe it turns out is making lots of professional contacts through Facebook and ponders on the future of LinkedIn, which I found interesting. In turn Joe wondered why I had two Twitter accounts, the professional me and the friends and family me?

I have very few business colleagues on Facebook and feel a bit uncomfortable with the few that are there, who I would not now consider friends.

LinkedIn on the other hand is exclusively business contacts and I wouldn’t post anything chatty to LinkedIn, staying close to professional matters.

Twitter is currently work focused, although I do share some ‘water cooler’ type chit-chat on the tea I am drinking or the weather (come on I am British!). I am sort of business casual here, I guess.

Facebook updates are much more personal and the audience (of predominantly old friends and family, who have no idea really of what I do) would think me dull if I post “Ian is thinking Seth Grimes ‘snarky’ (his word) observations on semantic web practitioners are interesting”.

So, it seems that Joe has a very different experience, and it got me thinking why would that be? I am no social software expert, but in mind this picks at something deeper - (that someone else has probably commented on more authoratively and at this point I should Google furiously and find out who…).

It could have something to do with my personal journey through life, that as I have discussed previously, the place I am in now, is not the same as 20 years ago – or especially at school (you don’t meet many software company execs in our alumni and I (cough) skipped on university). Yet the social web has allowed me to span these ‘lives’ and be in touch with people who have followed their own journeys. Maybe Joe (and I haven’t asked him) finds that his Facebook directory of old school friends, siblings and in-laws is full of similarily bright, successful professionals who know the Joe of 2009 very well.

Or could it be that Joe’s relationship with the online community is more open than mine, that the cultural difference between the US and UK plays into that or that (gulp) he is ever so slightly younger than I am!

Or is it that we choose our identity? But – hang on – I don’t choose who follows me on Twitter, who wants me as a contact on LinkedIn or as friend on Facebook. I haven’t turned down a single friend request on Facebook, yet it’s a veritible high school reunion in there.

Why haven’t my professional colleagues found me there like Joe’s experience?

The dynamic at work here is interesting, I do very little to promote my profile on social networks, but the little I do has the effect.

A school friend finds me, I say hello, all of the school friends who know them find me, as do all of the school friends that know them, I get engaged and wonder what happened to that truck mad kid I used to hang out with and suddenly I have a small hockey stick effect of school friend adoption. I do nothing to seek out colleages on Facebook, so that snowball never sets off – yet on LinkedIn and Twitter I do seek out those folks and in turn, etc etc…

Interesting – or is it just me? I tried hard to tweet back at them on this, but as you can see – couldn’t fit it into 140 characters!

Facebook – what am I doing now – is easier, I know the audience, well sort of – I am the me who is the friend / school classmate / husband / brother / son, – on LinkedIn I am the ex-colleague, vendor representative, partner –  professional relationship. On Twitter – am I supposed to all of those things?

That’s the problem with the social web right now, our real relationships are more subtle, what I share with a school friend I haven’t seen in 25 years, someone I met Saturday for a beer and my colleagues at work are all  distinctly different.

I haven’t always been the “today me”, some people expect me to be “1996 me” – to refer to that set of references that form our relationship.

Some people call me ‘Trussy’ – (if you don’t know me really well and you call me that, I’ll be irrationally pissed off), to others I am bruv, son, Mr T, Ian or that bloke that did that presentation at Kick Off last year.

They want and expect a different level of intimacy, profesionalism, openness – I can’t possibly distill the real me into a single on-line entity.

Does this mean I have to choose?