Wednesday, 28 July 2010

Social Media: How to destroy your brand on a budget

I get it, not everyone has social media figured out yet. But really breast feeding Tele Tubbies? There is no excuse for taking fabulous brands and make them look like they belong in the discount bin at the dollar store. Rule 1, if you are running a company do not leave your social media strategy to your teenage nephew, unless of course he happens to be Mark Zuckerberg.

Let’s take a look at some factors that make a solid social media campaign and compare them against a recently spotted Facebook page debacle. We learn from both our mistakes and the mistakes of others, and the Cotai Jet's Facebook page is a real learning opportunity. Cotai Jet is the flagship ferry service for Macau tourism, the Venetian and the Four Season's.

  1. Content - “is king!”. Just like you would have a party and not forget to bring music, food and drink you should not create a social media destination like a Facebook page and not have a content strategy in place to ensure a fresh stream of interesting and engaging content to your fans. Communication strategies are foundational.
    1. Really is this the best you can do? Macau is the playground of Asia and the Cotai Jet is the chauffeur for such luxury properties as the Venetian and the Four Seasons. A place that brings you Lady Gaga and the Gran Prix can’t come up with some pictures? Everybody has something interesting to share, except Macau apparently. . .

  1. Engagement/ moderation - If you think you are special enough to attract fans then you should be prepared to sign autographs! Talk to your fans! You are a superstar because of them, don’t forget to mingle and have your moderator be appropriate.
    1. Who would you pick as you moderator? Well it appears that Macau likes Tinky Winky and Tinky Winky like to breast feed. It appears that Tinky Winky has almost no friends and only likes to engage in lactating behaviour. Who am I to judge, but really???

  1. Authenticity - All aspects of a social media campaign need to ring true. It is very easy to detect Bullsh*t and fans do it faster than anyone.
    1. 154,542 friends for Tinky Winky the breast feeding TeleTubby (copyright infringement?) is a bit of a stretch. Considering there is no content or real conversation on the page this looks more than a bit suspicious. There is a reason that Indonesia has the 3rd most registered number of Facebook users. They are called friend farms. Yes, just like hookers you can also buy Facebook friends. And also like with hookers you probably don’t want your real friends, fans and customers to see you with them. Facebook pages are for real fans, keep your “paid dates” private.

  1. Brand appropriateness - any social media campaign needs to align with the Brand. A significant contribution of any professional social media agency is to help their client find their “voice” online and to responsibly extend the brand into social media spaces.
    1. We have discussed a number of issues with this page that call into question the appropriateness of the branding. It is difficult to imagine that the management of any of the Macau brands have reviewed or actively participated in this campaign. Like with any media campaingn, management buy in and support is critical to a successful social media campaign.

  1. Just doesn’t suck - social media offers so many opportunities to do real cool stuff. Your page may not be the best, but there is no reason for it to suck.
    1. Social media is quickly becoming the most important medium for brands to project themselves to their customers. However, it still seems it is not taken seriously. I feel there will be many more lessons to learn from before many brands get it right.

PRDA has been helping brands find their voice online for years. Our mistakes are behind us to ensure yours are not in front of you.

Much success,