- Social media is a tactic tied into a larger communications strategy. Key word: strategy. Have one. Actually, have more than one, because it’s important not to lose sight of the fact that there are different communications strategies across different parts of your business. Communicating with customers about a service issue is not the same as trying to sell to a prospect or get the attention of a journalist. Make social media a part of how your business communicates. But don’t tell me your “social media plan” replaces solid marketing and PR.

- Marketing has changed in that marketers (and others, like politicians) now have to talk with their audience, not just at them. One of my favorite quotes on this is from Forrester analyst Josh Bernoff in the book Groundswell: “Marketers don’t understand channels where you have to talk and listen at the same time.” That was in 2009, and I think that while many marketers are now understanding that they need to be on social channels, they still don’t know how to start actual conversations that lead to valuable interactions between their business and its audiences.

- New marketers (and PR execs) make their audiences feel important. You can only do this by building a two-way relationship. That means that you listen as much as you “talk,” even when the “conversation” gets uncomfortable (i.e., complaints about your business or products). Be prepared to handle both your brand champions and your detractors – but always let them know how important they are by talking with them. Ask questions, recognize them, make it clear in your content (Twitter updates, Facebook posts, videos, what have you) that you’ve listened to them. Need an easy example? Think Old Spice. People watched, listened, shared because they were a part of it – feeling important and recognized – even if but for a second.

- Share great content. You’ve heard this a zillion times -  but maybe it’s more important to say share interactive and meaningful content that others will want to share as well. Oh, and it should be relevant to your business, whether it’s meant to be a revenue-generator, a branding campaign or simply an awareness builder. A favorite example of mine is Life is Good Radio. It’s sticky content that ties in perfectly to their culture and company mission. If you don’t know how to build good content, get help. Seriously – without it, you are not marketing in today’s world.

- Remember, it’s not that complicated. It’s just changed. Quite simply, you can’t dance if you don’t stop leaning against the wall hoping someone will talk to you. You have to start the conversation. If you don’t know what this means, you probably shouldn’t be in marketing in the first place.

What are your best tips for “new” marketers and social PR?

Nine worst social media fails of 2009… thus far
Ok, so this one technically came out last Friday, but it’s definitely worth a mention in this week’s picks – especially if you haven’t seen it yet! Jennifer Leggio profiles nine of the potentially worst social media efforts so far this year. Online campaigns from Denny’s, Motrin and Quiznos are included in this post that will surely give you an idea of what not to do in the social media space.

When & How To Pay A Blogger
If you’ve considered compensating a blogger in exchange for writing about your product or service, then you better think carefully before executing the plan. Groundswell author and Forrester analyst Josh Bernoff provides some insight of his own along with the pre-requisite guidelines that were recently published by the FTC.

5 Rules for Creating Content that RULES!
Many companies struggle when starting a blog and it’s not necessarily from a lack of content to post. Sometimes the struggle stems from figuring out the best way to position or present that content. Matthew Grant eases the process with this post on Marketing Prof’s Daily Fix with five helpful rules to follow when preparing your content for publishing.

Google Wave: A Complete Guide
The announcement of Google Wave, Google’s upcoming real-time communication platform, received quite a bit of buzz this week. The feature list is pretty impressive and I can already see many ways it could fit into a web-worker’s daily interactions. Check out this guide from Mashable for the low-down. Here’s the video of the Google Wave developer preview from the Google I/O conference as an added bonus:

Best Social Media Advice From This Site
Chris Brogan compiles some of the best and most informative posts on his site and breaks them up into categories for mass consumption. Enjoy filling your brain with this Social Media feast!

Answers to all of your Groundswell questions
From one information packed pick to another! Josh Bernoff and Charlene Li provide answers to the many Groundswell related questions that came to them from the 700+ people who joined their recent webinar.

SEO Quick Tips
SEO (Search Engine Optimization) is generally an area of expertise that can take a good portion of mental bandwidth to master. However, most readers will find value in getting some exposure to the basics. Steve Spalding from the “How to Spilt an Atom” blog posted these SEO Quick Tips that were shared with him by Mark Hager of Knoxville, TN Web Design.

CBS to Acquire CNET for $1.8 Billion
Definitely the most highly “tweeted” acquisition story this week. It should be interesting to see how CNET’s content changes and what plans CBS really has in-store post merger.

Top Time-wasters for Web Workers (And How to Cure Them)
Valuable advice for those (like you) who utilize the web on a daily basis. Just be sure to practice the cures AFTER you finish being distracted by this week’s Persuasive Picks!!

We changed the subject matter to something more our in line with our expertise, of course. At PerkettPR, we’re enthusiastic about social media and the opportunities – and challenges – that it presents to the PR profession. Our session was titled, “Join the Conversation: More Effective PR Through Social Media.”

For some, this may seem to be an oxy moron. Many constituents are shouting from the rooftops that PR is dead – due to social media. I completely disagree. I think it’s forcing us to evolve – but that’s a good thing. Social media presents amazing opportunities for communications professionals to engage with their publics in ways never before possible. For me, it’s thrilling. I am so enthusiastic about social media that I liken it to wanting to jump on the couch like Tom Cruise to emphatically express my love for it.

Yesterday, as we started speaking on this topic, the majority of faces in the room looked at us like we were crazy. Facebook for business? Linkedin Answers? Link love on blogs? Twitter-what??? Although, their eyes did light up when Heather explained Twitter like this: It’s like entering a noisy, crowded stadium and saying, ‘Is there a doctor in the house?’… The entire stadium quiets to silence and everyone sits down except for four people that raise their hand and say ‘I can help!’…It’s that powerful and can provide a whole new lifeline of resources to draw from.

We had expected that the majority of the room would not yet be embracing social media (luckily, we were right or we could have been really boring). We knew we weren’t going to be in a room full of technology PR professionals. However, I’m also surprised at how many communicators haven’t embraced what is arguably the biggest evolution of our industry in decades…and their reasoning has nothing to do with technology.

Here are some of the questions and objections to social media participation that really stood out for me:

1) How do you find the time
2) What do you do if someone says something negative about you in the blogosphere?
3) How do you get corporate management to let you participate in social media?

I could go on and on about these topics but I’ll try to keep my recommendations simple.

1) If you don’t find the time I believe you will be out of a job. This is the way communications is going. Participate or be left behind. It’s that simple. Seriously.

Okay, okay, I did provide real tips such as: start slowly; join Twitter and observe for a while. Try to go on a few times a day to begin – post a question in the morning. Come back at noon and check for responses in DMs or aggregators like Tweet Scan. Post thank yous/follow up and another question. Come back before the end of your day and repeat. This can take ½ hour total.

2) It depends. Was it a customer? Was it a competitor? Was there any truth to the complaint or comment? There is no one right answer but there are guidelines to keep in mind – transparency and common sense being two of them.

We provided a few examples from experiences with our own clients. Two different crisis and two different recommendations: one, a posted apology and two, a personal phone call to the blogger. Different situations that called for different actions. In the end, both were turned around by … participating.

3) My answer for this today is simple – hand them a copy of the new book Groundswell by Charlene Li and Josh Bernoff of Forrester Research. (Really, it should be required reading for all marketers, communicators and C-level executives.)

Better yet, read it first, highlight the parts that apply to you and the company (and trust me, no matter what industry you are in, there are examples that will apply to you) and put it on every corporate executive’s desk. Include a sticky note with this great quote – one of many – from the book:

“…While you can’t stop it, you can understand it.”

And just for good measure – maybe include another of my favorite quotes from Charlene Li: “While you cannot control word of mouth, you can influence it.” Then explain to them that you cannot do either of these things if you are not allowed to participate.

I hope we helped some communicators at the conference to begin to understand “it.” Forrester calls it the groundswell. Others call it Web 2.0 and still others the new social landscape. Whatever you call it, it’s here to stay…so jump in!

I’d love to hear comments from you, Dear Community, as well. Can you chime in with your ideas and help these professionals learn? After all, isn’t that the spirit of what this new social movement is all about? (Thank you, in advance!)

Embrace unsatisfied customers to bolster your brand?
Stephen Shankland posted this great article on the CNET News Blog that was based on discussions during a panel at the Ad:Tech conference earlier this week. Do the people who handle customer complaints and the social network-savvy folks in your company reside in different departments? Check this post out for good examples of why merging these groups together can be a positive change for your company.

“Podcasting 101″ on KCBS with Tim Coyne & Lance Anderson
If “Podcasting” is still a foreign word to you, then take a look at this short clip of LA-based podcasters Tim Coyne and Lance Anderson as they help explain the basics during a CBS news TV segment.

BlogPulse: Metrics Based on Conversation
As the search for the “silver bullet” of Social Media/Blog metrics continues, take a peek at this surface level view of BlogPulse as an alternative tool to using Technorati or Google Blog Search.

Groundswell Discussion Forum Now Open
Following the release of his and Charlene Li’s highly anticipated book, “Groundswell,” co-author Josh Bernoff announced the launch of the official discussion forum site in support of the book. Everyone is invited to participate and join in the conversations starting there now.

What I’ve Learned About Viral Marketing in Three Weeks
Diana Huff continues to deliver up useful content for the B2B marketer with this post on the reality of viral marketing and includes links to some useful resources on the topic.

25 Social Media Buzzwords Explained (Part 1 & Part 2)
Jim Tobin from IgniteSocialMedia.com shares this great two-part post listing 25 common Social Media buzzwords and brief explanations of each. This is a good primer for folks who are new to the Social Media space and want to get a jump-start on the lingo.

Bucking the System
Forrester’s Josh Bernoff shares insight on strategies for pioneering change towards Social Media within your company. The advise is taken straight from Bernoff and Charlene Li’s upcoming book, Groundswell.

15 Free Social Media White Papers and Ebooks
Even if you’re a seasoned Social Media maven, there are sure to be some interesting nuggets and different perspectives found in this compilation of 15 white papers and ebooks posted on Mashable.

How I tamed my inbox
Chris Brogan shares his process for keeping his email inbox clean and projects organized. Both are chores that haunt web-workers on a daily basis! Chris also provides a link to Merlin Mann’s excellent “Inbox Zero” talk that he presented at the Google offices last year.

Organizing Our Digital Lives
Scott Monty fom Crayon appears on MarketingProf’s Daily Fix this week and shares a number of web-based aggregators that can help you get a handle on the fire hose of information that can drown the typical web-worker. I’ve played with a few of them, and they can definitely help get the flow under control.

Starbucks Transformational Agenda
Brand Autopsy’s John Moore takes a look at the initiatives that Starbucks announced after their 2008 Shareholders Meeting and offers an interesting perspective. All eyes are on their announcement of the MyStarbucksIdea.com website that is being launched as part of their new Social Media strategy. Its success (or failure) could be the next most popular case-study!

Thats all for this week. Feel free to leave a comment and start a discussion on any of the topics. Let us know what you think of the format, and stay tuned for more “Persuasive Picks” next week!

We all know that social networking is changing the way people communicate. This simple proposition is now on the radar of many businesses – how can we harness such information, how do we monetize it and how can it help us to become a better business? Many still don’t “get it” and too many still dismiss its potential to truly change business. (As even Forrester analyst Josh Bernoff indicated in his comment to our October 9 post). As today’s Sermo news indicates, the powerful impact of the transparent and efficient exchange of knowledge – doctors on Sermo openly discuss issues, trends, treatments and more – can be applied to real issues.

Sharing such information on Sermo, physicians have access to the most topical medical data available – enabling them to make better fact-based decisions, faster – in a way never before made possible. Ultimately, patients will benefit from the positive impact of such important collaboration.

Read more on the partnership at The Wall Street Journal, Reuters, Financial Times, Bloomberg.com and Sermo.

The winners will be announced at the Forrester Consumer Forum, taking place October 11 and 12 in Chicago. You can read a sneak peek from some of the entries in Josh’s September 17 blog entry, “Insight from 78 Social Media Projects.”

While B2C is well on its way with social media success, our clients are constantly asking us who’s doing what with social media, what the results have been, who’s doing it well and who’s not – especially in the B2B space. If you have great examples or articles to share, please let us know. For now, it seems everyone in B2B is stumbling around in the dark looking for the light! Agree? Disagree? Know a company who’s figured it all out when it comes to social networking for B2B? Please, share!

The panel was interesting and the insights helpful – Bernoff’s were of particular interest in

A lot of the discussion was around the blogosphere – only one portion of social media – and how companies are using them to open up dialogues with their customers. Some great examples discussed were the Sony Electronics Blog and Dell’s IdeaStorm. Examples of other companies embracing social media to connect with customers included Target, Unilever, eBags and others. Ironically, the group felt that technology companies weren’t necessarily doing as good of a job as the consumer companies and called out Google, specifically, as failing to embrace social media as a way to open conversation with customers.

The panel and audience also debated the merits of CEO blogs. The fact remains that most executives simply don’t have time to write a daily blog – and many people believe that a blog’s not a “real” blog unless it’s updated every single day (who made this rule, anyway?!). The panel pointed out a good example with Mark Cuban and that he does not write every day but when he does write, it’s interesting – and open. I also found it interesting that they held him up as an ideal because so many executives feel that they have to blog only about corporate-related content. Mark is all over the map – from technology to politics to sports and healthcare. And it’s good reading so people will pay attention – as opposed to boring entries posted every single day that no one will read anyway.

Overall, the main themes around social media continue to resonate: be open, invite conversation, don’t hide even from criticism or mistakes, and join the conversation. Perhaps blogs are the biggest most influential force that will drive corporate America to become forthright and truly customer-oriented.