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Zazoo writes for NETT on online video Thursday, March 11th, 2010

Zazoo was asked to put together a workshop article for NETT magazine on how to promote your business online using video. The article has been published in this month’s issue (see a PDF version here).

Here are a couple of excerpts:

“Online video is no longer a nice-to-have addition to your marketing mix: it’s becoming an essential tool for small businesses trying to stand out in a crowded market. Yet, often the biggest challenge for SMEs interested in creating online video is taking that first step. Your dream may be to create something that goes viral, but where do you start? How do you make it interesting enough to get people to watch – and then spread the message? The good news is, creating online video is getting cheaper and easier to do.

“….The biggest challenge for businesses, especially SMEs, is taking the first step. Video can confound people who are only familiar with traditional marketing. Developing an interesting concept is the next challenge. Viewers have been conditioned by years of television watching to expect video to be entertaining as well as informational, so that talking head presentation from your MD is an online video no-no.

“….Each video and each campaign is different, so work out ways you candetermine the success of your video in meeting your goals.How can you tell whether increased sales are due to your video? You do things like link from the video to a particular landing page on your site instead of the home page. Measure hits to this page and add a call-to-action…. As you produce more videos, you can see what type of content gives you the most business impact.”

Keep on the lookout for future articles in NETT and other publications.

Ray Welling, Content Guy, Zazoo


Apple’s iPad to save newspapers? I don’t think so Monday, February 1st, 2010

I sympathise with the traditional press, I really do. They are expending an enormous amount of effort trying to come up with ways of salvaging their infrastructure investments in printing presses, paper and distribution networks. Their latest tactic is jumping on the Apple iPad bandwagon, claiming that all-singing, all-dancing multimedia versions of newspapers and magazines (think Minority Report) will lead to a resurgence of traditional media publishing companies. But, as Robert Niles points out on the Online Journalism Review, the iPad will help newspapers and magazines in the short run, but will not save them in the end.

“I know that many news managers desperately want some technological innovation to come along that will turn back time and make people fall in love with printed content again. But paid circulation and readership were falling at most U.S. newspapers long before the World Wide Web made it easier for people dissatisfied with their local newspapers to find many more alternatives. The problem isn’t the Web - it’s that people have been rejecting and, in increasing numbers, continue to reject paying for the content offered by newspapers’ newsrooms, in any medium,” he writes.

He says the only ways that a new publishing platform will increase revenue for a publisher are if it: 1) replaces a previous platform; 2) expands availability of its content, allowing entry into a new customer market; or 3) provides a more suitable medium for its content, increasing desirability and demand.

“The iPad, and eReaders in general, don’t replace any other publisher platforms; they merely provide an additional option. Nor do these readers significantly expand the availability of content beyond that already established by the Internet and smart phones,” Niles writes.

“Someone will devise content that’s perfect for the iPad. It will likely take advantage of the device’s larger screen and portability and involve individual customization. (It’ll likely do much more, too.)

“But after a decade and a half of online production, most newsrooms haven’t substantially changed their print-focused production process. It’s hard for me to imagine that the iPad coming along will now force that change, when Web browsers and smart phones didn’t in the past.

“No, newsrooms that are suffering in the market need to quit looking for new revenue models and quit longing for new delivery platforms. Instead, they should focus on one thing… If you aren’t connecting with an audience and customers, you need to improve your content so that you do.”

He concludes: “Neither iPads, nor paywalls, nor government subsidies will long save a publication that too few care to read. Is your news business in trouble? Quit longing for saviors, and start producing better content.”

I am a digital immigrant who still loves to hold a newspaper in his hand, but I am also the parent of digital natives who would not pay for a newspaper if, well, if you paid them. We are in a transition period, and I sadly acknowledge that I am a member of the last generation that will regularly read newspapers. iPad or no iPad, the traditional media need to admit that they have to change their fundamental business model if they are to exist in any recognisable form in the coming decades.


Remarkable content is king Thursday, January 28th, 2010

I came across a useful posting about Internet content by Leo Demilo on his Internet Marketing for the Rest of Us blog. He writes:

“There are a lot of people who say that content is not king. And while I am not saying that content IS king, I don’t fall into the camp that content is NOT king either….. I believe that REMARKABLE content is king.  Why?

  • Remarkable content gets talked about by other bloggers and webmasters.
  • Remarkable content get links by other bloggers and webmasters which in turn get MORE links (links beget more links)
  • Remarkable content establishes your site as an authority site BECAUSE of the links from your peers.
  • Remarkable content confirms that your site must be good because it is talked about (social proof)”

While Leois writing specifically about people setting up their own blogs, I think the same principles apply to corporate website content - and they are a strong argument for setting up a corporate blog if you don’t have one already.

What does he mean by remarkable? He means copy that doesn’t just use well-researched keywords to draw the punters in, but content that is interesting, original and thought-provoking. It’s not enough to just drag someone to your site; you need to give them a useful experience once they get there.

If people find you via a search engine (and that is the case with the vast majority of web traffic), then they want to find out more about you and are thinking about doing business with you. Give them a reason to do that with remarkable content.


Google can’t do it all: a call for content curators Tuesday, January 12th, 2010

I have been reading quite a bit of late about the concept of content curation, a term coined by marketing strategist and blogger Rohit Bhargava to describe the role of “someone who continually finds, groups, organizes and shares the best and most relevant content on a specific issue online. The most important component of this job is the word ‘continually.’…  (It is s)omeone whose job it is not to create more content, but to make sense of all the content that others are creating. To find the best and most relevant content and bring it forward.”

He writes that, “In the near future, experts predict that content on the web will double every 72 hours. The detached analysis of an algorithm will no longer be enough to find what we are looking for…. The future of the social web will be driven by these Content Curators, who take it upon themselves to collect and share the best content online for others to consume and take on the role of citizen editors, publishing highly valuable compilations of content created by others. In time, these curators will bring more utility and order to the social web. In doing so, they will help to add a voice and point of view to organizations and companies that can connect them with customers - creating an entirely new dialogue based on valued content rather than just brand created marketing messages.”

Robin Good writes on the Master New Media blog, “I think, that at least for now, curating content is the one thing that Google can’t take your place in doing. When it comes to researching, selecting, picking, editing, juxtaposing, illustrating, complementing, referencing, crediting, commenting and introducing, Google can just pack its stuff and go home.

“….Unless there is a growing number of active newsmasters, content curators and editors/publishers checking, digesting, filtering, grouping and organizing information inside vertical information silos you will be either submerged by information or you will be left behind when it comes to staying on top of the information you need to operate in your field.

“Business-wise, content curators could also offer an interesting marketing opportunity and a new business model that makes a lot of sense to me.”

Meanwhile, Australian digital recruiter David Jackson writes on the Digital Ministry website, “There are already a few people performing this task for companies, and it will only grow in importance. The problem I see with content curating is that most companies find it hard to place much value on the role. Although it requires a skill set that combines the sharp mind of a research analyst with the communications flair of a journalist and the commercial nous of a marketer, curating content, like creating content, often attracts a wage more akin to a junior administrator.”

Links on this topic:


Shameless self-promotion, part XVI Wednesday, November 4th, 2009

I was interviewed a few weeks ago for an article on social media marketing in NETT magazine. The article, “Not all conversations are markets“, published this week, canvasses the views of a range of communication and marketing experts about issues in social media facing businesses today. It covers areas such as:

  • What department should be responsible for social media? (My vote went for the marketing department)
  • Should you try and control what your employees do and say on social networks, particularly during work hours?
  • Should businesses create “trusted avatars” and “sock puppets” (unidentified company spokespeople who try and create and steer conversations on social networks)? (The overwhelming answer was ‘No’)
  • Should you buy lists of friends? (Again, ‘No’)
  • What’s the proper etiquette for joining in on conversations in social networks?

It’s worth a read (of course I would say that, wouldn’t I?).

While on the subject of self-promotion, here are other marketing/social media articles and podcasts we’ve produced recently, for the HotHouse blog:

  • A messy village of communication and Branding’s mid-life crisis - Podcast interview with US branding expert Jonathan Salem Baskin and accompanying article about his book “Branding Only Works on Cattle”
  • Greater than the sum of the parts, The great juggling act and Confetti on the screen – Podcast interview with Australian Internet pioneer Tony Surtees and accompanying articles

    • - Ray Welling, Content Guy


    You can quote me on that Tuesday, October 27th, 2009

    Thanks to the wonders of WordPress, we’ve now added a ‘quote rotator’ to the Zazoo website. That means we can post all our favourite quotes for your reading pleasure. This will be updated constantly, such as this week’s quote from the erudite Paris Hilton. Let us know about any particularly salient (or amusing) quotes you think we should add.

    - Ray Welling, Content Guy


    The link between personal and corporate branding Friday, July 10th, 2009

    We’ve just published an article on the HotHouse blog on using social media tools such as LinkedIn and Twitter and the impact they can have on “brand you” as well as your company. There’s an accompanying podcast interview with Chuck Hester, whose book “Linking In to Paying it Forward” explains his philosophy on using LinkedIn to help others.

    HotHouse blog article: http://blog.hothouse.com.au/2009/07/08/the-link-between-personal-and-corporate-branding/

    Podcast interview with Chuck Hester: http://blog.hothouse.com.au/2009/07/07/hothouse-podcast-paying-it-forward-through-social-media/


    Online ad networks: evil or useful? Wednesday, May 20th, 2009

    Shameless self-promotion: We published an article the other day on the HotHouse blog about online ad networks. There’s an accompanying podcast interview with APAC Digital MD David Holmes. The HotHouse blog is full of news and opinion on developments in the online space.


    The write stuff, and other appropriate cliches Sunday, April 19th, 2009

    Always on the lookout for good articles about the importance of copywriting for online projects, I came across this posting by Shane Atchison on the ClickZ site, in the form of an interview with the lead writer at the ZAAZ agency in the US, where Shane is the CEO.

    Pithy quote from the article: “Even though copywriting is an art form, it’s firmly grounded in logic: the clear communication of a concept or call to action. As such, agency writers are keenly aware of usability, analytics, and optimization, factors that drive our project goals and metrics. Words heavily determine how a site is used, therefore analytics help determine the kind of content writers develop for any site.”


    A panoply of podcasts on e-marketing Wednesday, April 1st, 2009

    Warning: shameless self-promotion alert!

    Zazoo has been producing a series of podcasts on e-marketing for interactive marketing agency HotHouse. Here are some links to recent podcasts:

    Also, visit the HotHouse blog for erudite commentary on the digital industry!


    What your customers want from the web Wednesday, February 18th, 2009

    Looking back at past writings, I came across this one I originally wrote more than 10 years ago. Surprisingly, it still has currency today. Pleasantly surprised because many of the insights (such as the emphasis on interaction and community) have stood the test of time; not so pleasantly surprised because of some of the things that still haven’t changed, such as the continued use of the term “user” to describe web consumers - can’t we come up with something that has more humanity? So here it is:

    The World Wide Web takes channel surfing to heights only imagined by the most hardened remote control jockey. If your site is boring, of no use, or takes more than a moment to download, people will click away from your page faster than Homer Simpson can scarf down a doughnut. But if you can deliver what your customers want and expect from your Web site, you’ll have a very useful tool for your marketing armoury.

    Working out what consumers expect on a Web site is still more of an art than a science. As Fox Television and QVC home shopping executive Barry Diller says, “There are no mavens to be found and no research worth its salt. There are no guideposts, no divining rods to tell you what to do. It’s only with patience that you can develop a fluency in a new medium.”

    The online environment is young enough that it’s still being used as an extension of old media. It’s like the early days of television, when it was just radio with pictures. Television producers simply stuck a camera in front of the newsreader, radio serial performers or an orchestra (In fact, the Microsoft Network’s first foray into online news in Australia was exactly that - downloaded video of news editor Jason Romney reading out news headlines on a Web page).

    It was only when people like the legendary newsman Edward R. Murrow started taking the camera out of the studio and into the street that television evolved into a medium distinct from radio.

    Or to use a non-media analogy, the Internet is still a horseless carriage and not yet an automobile. Interactive new media are largely viewed as incremental improvements to traditional media, when in fact they represent entirely new ways of looking at the world. They are capable of doing things that have never been done before.

    The online world is still looking for its Edward R. Murrows. The successful pioneers will be the ones who listen carefully to their users and give them useful interactions that they can’t get in any other medium. (I use the word “user” reservedly, as an inadequate term waiting for the right term to evolve. They’re not readers, or listeners, or viewers - they’re all those things. So for now the word user is a term favoured by the IT industry until we come up with something better.)

    So how do you work it out? Here’s the current thinking on what consumers want and don’t want from a Web site, based on what’s working on the Web and what’s not. Some of it is simple logic, while with others you need to turn your head slightly and look at the world from another angle.

    They expect a personalised experience. The ability to serve up customised information has been a big selling point of the Web, and people have been listening. It’s now expected that a Web site will be littered with opportunities to shape their experience, by selecting types of information to be served up, whether to have sound on or off, etc. Personalisation can include building an analytic ability into a site, such as the database capability of commerce sites such as Amazon, which serves up lists of other books in genres in which you’ve performed searches. The greatest Web sites provide on-on-one specific, valuable information to one person.

    They expect it to be interactive. If you don’t give visitors the opportunity to contribute to a discussion, play a game or at least send you an email, you might as well have just printed a brochure.

    They expect to connect with others. Bulletin boards, discussion groups, chat rooms, mailing lists - there are plenty of ways to include features which enable people to share ideas with other people through your site.

    They expect a response - now. A Web site is a prime opportunity for service-oriented companies to offer full-spectrum customer service. However, you need to ensure that your response, even if it’s an automatic email acknowledging their request, is rapid.

    They expect it to be easy to find what they want. People are looking to the Web for information that is sorted and organised in a useful way, though not necessarily a conventional way.

    They expect depth of information (but not breadth). It’s much more useful to offer comprehensive information on a limited range of topics on your Web site than a little general information on a wide variety of subjects. Since a Web site has no limit to the pages it can carry, it offers an opportunity for hyper-focus not available to other media. The Web is a place where people can find information they can’t find anywhere else.

    They expect to use the Internet for research. The 1997 Price Waterhouse Consumer Technology survey found that Web users spent 43% of their time accessing the Internet for research.

    They expect compelling content - laced with entertainment. Consumers are drawn to the Web by content - content that is presented in a way that makes it easy to find, use and understand. It is becoming clear that content without usefulness, fun and interactivity is not going to keep people coming back for more. The information must be dynamic and instantaneous. Compelling and engaging content will always be more powerful than showing off technology. If you can combine enough technology to enhance the experience of studying your content, you’ll hold a user’s attention long enough to get your message across.

    They expect security and privacy. Users need to be told - and shown - that the reports about lack of credit card security, online stalkers and spammers littering the Internet are just that - reports.

    They expect to be able to buy things, safely and easily. Despite the general public’s fear on security issues, current and potential Internet users agree that there are a lot of items and services they would be prepared to buy online, once their concerns about security are addressed.

    They expect to be given a reason to return. Most Internet users only visit five sites with regularity -the rest are visited only infrequently or as a one-time link from another site. If your site is not going to be on your customers’ top five list, then you’ll need to employ devices such as email newsletters to keep your site top of mind and remind them why it’s worth coming back to your site.

    They expect value for the time and money they have invested. True to its anarchic origins, in the present online culture, there’s very little on the Internet that people feel is worth paying for. They’re already paying for online access, time spent visiting your site is an opportunity cost, and so much information is freely available. Therefore, think very carefully before trying to charge users for information.

    Having said that, consumers today are well versed in the concept of give and take - you give me something of value and I’ll provide you with something in return. The keys to long-term customer satisfaction are to provide each individual with truly useful information, presented in an appropriate context. Information that enables an individual to gain greater enjoyment or productivity from their home- or work-life will be valued, and you can command a price for it. The critical difference between useful and useless information is that you have made an effort to understand the needs and interests of your customers.

    They don’t want to be treated like idiots. Most Internet users can tell the difference between objective, non-commercial information and “sponsored” information. Don’t insult them by dressing up corporate data as objective fact. Admit your bias up front and focus on giving them something useful. They’ll remember you fondly for that.

    They don’t want to wait. This is the strongest reason for not loading your pages up with big graphics and animations. Make sure your design is economical and keep in mind that many users will not be using the fastest computers and modems.

    If you focus on giving your customers what they expect and want from a Web site, you’ll be on the way to viewing the Web as an automobile instead of a horseless carriage.


    Self-actualisation through user-generated content: study Tuesday, February 3rd, 2009

    People consume and create user-generated content in different ways for different but interdependent reasons, according to research just published in the journal Internet Research.

    The three main reasons are:

    1. to fulfill their information, entertainment and mood management needs
    2. to interact with content and with other human beings
    3. for self-expression and self-actualisation, which help to construct their own identity

    The study’s author argues that entertainment is more important than information-seeking when it comes to user-generated content, writing that “YouTube and its many imitators have dramatically reduced entertainment content to light, bright and digestible ’snack food’ so that users can consume it with increased frequency and maximum speed.”

    Pointing out that because people can fulfill their social needs through interacting online with each other, responding to content is “an integral part of community development since it can reinforce dynamic content creation.”

    Blogging and vlogging “not only allows the significance of who one is and what one does to show himself/herself, but also enables one to control the impression others have of him/her.”

    The study concludes that the three ways of using user-generated content are analytically separate but are interdependent. “They support one another, directly or indierectly, by helping people fulfill their respective social and psychological needs.”

    The usability aspects of user-generated content - how easy it is to use and how much control is given to the consumer - allow users to contribute only a little while getting a lot back, such as quickly uploading one video to YouTube while being able to view thousands of videos of interest. The study draws parallels between UGC and utility theory, which suggests people desire those things that will maximise their pleasure.

    The researcher argues that these kinds of controls appeal to people “not only technically, but also psychologically.”


    Shirt-folding beats political history Thursday, December 11th, 2008

    Attended the Thoughtworks Quarterly Technology Briefing in Sydney yesterday, where the heads of News Digital Media (Sue Klose) and Fairfax Digital (Pippa Leary) outlined developments in online media in Australia, and picked up some interesting facts about Australian online media consumption:

    • There are two spikes in visits to online news sites - at the beginning of the workday, when people check the news headlines; and at lunchtime, when they eat lunch at their desk and go for more entertainment info and videos
    • 35,000 people watched the live stream of Barack Obama’s victory speech on Fairfax Digital. That same day, a video on the site about how to fold a shirt was viewed by 39,000 people
    • Fairfax is claiming 2 million unique user per month just to its business and finance content, with 25-30 average page impressions per user
    • Online video advertising is expected to reach US$2.9 billion in the US in 2009 - 13% of the online advertising total - but the figures for Australia are expected to be only a fraction of that

    The social media list Tuesday, December 2nd, 2008

    Are you on the social media ‘rich list’ (apologies to Channel 7 and Andrew O’Keefe)? Probably not, because as with so many things like this, Peter Kim’s Social Media Marketing Examples list is by a North American, for a North American audience. (Kudos to Telstra and the Sydney Writers Centre as apparently the only Australian organisations on the list. If someone has done a list like this for Australia, please let me know and I’ll be happy to promote it.) In the meantime, a look at this list of 324 companies that ‘get’ social media is interesting and constructive. For example:

    • Consulting giant Accenture has nine corporate blogs, five podcast channels and its own social network
    • Adobe has a directory of nearly 200(!) blogs by its employees
    • There are at least 135 Facebook pages, groups or applications mentioned on the list
    • 86 of the companies on the list are using Twitter accounts, many of them with multiple accounts
    • The renowned medical centre The Mayo Clinic has a YouTube channel (prepare to be grossed out at gruesome videos from the operating theatre)
    • Even the Oscar Mayer Weinermobile has its own Twitter account (so you can say franks for the memories!)

    Not all the companies on the list are large multinationals - the message here (with a nod to Anthony Johnson, who brought this list to my attention) is that all types of companies need to start getting involved in social media, because that’s where their customers are hanging out. They’re already talking about you without your participation - or worse, they’re talking about your competitors instead of you and you need to get out there and mix it up.


    Simon on DishyMix Monday, November 24th, 2008

    Hear Zazoo’s Business Guy Simon van Wyk interview CEO of Personal Life Media and Internet connector Susan Bratton on what she has learned from the Internet gurus she has interviewed for her DishyMix podcast series:  http://personallifemedia.com/podcasts/232-dishymix#ep72


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