Case Study: Effective Online PR by Travel Brands

Working at GSD&M, I got to see some of the cool interactive and broadcast work we did for Norwegian Cruise Line. The creative campaign translates well across print, outdoor & direct and the TV spots have been well-received.

In the social space, Carnival has cruised to the front of the Twitter line. They have a brand evangelist, @CruiseSource, tweeting live from a Carnival cruise that is currently underway. His current bio reads “Your Source for Everything related to Cruising. Live from CCL Destiny 10.16.08.”

CruiseSource.us is a blog about cruising, not Carnival persay. My clients in the travel industry tell me that they enjoy perks from cruise lines and destination resorts in exchange for bookings and promotion. Presumably, that arrangement exists for CruiseSource, and it’s a good way for Carnival to dip their toe in the social ocean.

What is notable about this case is how effectively brand evangelists utilize micromedia to generate buzz and online PR for brands. This is also a good example of small businesses being nimble with social strategy and engagement.

Best Practices in Social Media Strategy & Engagement

CruiseSource is using Twitter to establish themselves as experts in their niche. Rather than just constantly link back to their site, an early mistake they seem to have overcome, they relate with their audience in meaningful ways. Examples:

• They spent weeks building excitement about this cruise.
• They invite cruise-related questions and follow-up with answers.
• They retweet properly.
• They reply and DM properly.
• They suggest cruising for nonprofit fundraising.
• They post cruise specials.
• They post cruise news related to Hurricane Gustav, primarily as a service, but they also attract Twitter search traffic.
• They search Twitter for lead generation. Very smart. They can expand their search by topic, by cruise line, by cruise ship and by destination to find perfect little nuggets like this.
• They listen to tweeters and engage them directly with relevant responses.
• They invite followers & prospective followers to give cruise feedback.
• They tweet about fun activities while aboard the cruise.
• They link to Flickr pics from the cruise ship.
• They are patiently building a Twitter following, maintaining a follow/follower ratio around 4:1.

Apparently their efforts have led a major cruise line to invite CruiseSource to participate on a web 2.0 advisory board. If this is Carnival, then kudos for building a smart partnership and generating inexpensive online PR. As long as CruiseSource maintains an air of industry promotion and authentic human interaction, Carnival will benefit from the company’s peer recommendations.

For any travel brand, I suggest a few more tips in establishing a genuine social presence online.

• Be more personable. CruiseSource has found a voice on Twitter and its blog, but it still hides behind the company name on all posts. Even using a first name (Tucker?) would cut through informality and lend credibility to their recommendation.
• Browse Peter Kim’s list of social media marketing examples for inspiration. Carnival Connections already made his list with it’s community forum, but the site entry is weighted heavily toward sales.
• Remain Authentic. Tyler Banfield offers good tips on authentic promotion.

I’m interested to see what travel brands develop on other social platforms, both in external marketing and within the company’s internal organization of staff, partners and sales channels.

Without being privy to formal Twitter usability studies, I’d wager most people rarely browse their tweet timeline beyond the first page. For those of us who follow hundreds and thousands of tweeters, we miss the vast majority of tweets in our network. It also means that only the most frequent tweeters have a chance of being heard by their followers.

How to hear your friends on Twitter

When I’m in a consumer mode, I often click on individual tweeters to read their last series of posts. I gravitate toward different people depending on what mood/topic I’m interested in at the time.

My friend who is new to Twitter asks, “How can I push my friend’s tweets to me?” Easy. Scroll to the bottom of a profile and subscribe to the RSS feed. You will see their tweets in your reader.

You may have select tweeters of whom you’d like to read everything they say, so subscribe to their RSS feeds. Note, when someone deletes a tweet from their timeline, it still appears in their RSS feed like Google Reader or Facebook. People in this category might include:

• News feeds
• Family & close friends
• Thought leaders, trend watchers
• Twitter HR: Coworkers, staff, employees, applicants
• Prospective tenants
• Online reputation management
• Legal forensics
• Private accounts for project collaboration
• Companies, products, sports teams, celebrities
• Others? Leave a comment below!

How to be heard by your friends on Twitter

Use @name replies so tweets about them will show up in their Replies list. I’ve found people tend to favorite these tweets more often (I do too) and people are more apt to reply back. Be sure to put the @reply at the beginning of your tweet, otherwise it will not appear in their Replies list (Twitter should fix this).

I also direct message (DM) people with increasing frequency. By default, Twitter sends them an email to their preferred email account and it lands in their Direct Messages queue. Good uses for @replies and DMs are:

• Expressing appreciation for new follows
• Conventions, tweet-ups
• To make an introduction
• Apply for jobs w/ Twitter-savvy recruiters like @kimhaynes
• Ping a friend’s mobile device (also use the Nudge feature)
• Quick & pithy emails
• Top of mind awareness
• Lead generation

Is this helpful? Please talk back with a comment or tweet me with an @reply or DM

Clients, agencies and interactive production shops can use this checklist when registering brands with social networks & web 2.0 platforms for a specific campaign. This list is helpful for domain planning and for domainjacking avoidance.

UsernameCheck.com is a helpful utility that scans social tools to monitor domainjacking. Brand managers may elect to register brands with tools, even if they are not initially used in the campaign. Services like Profilactic.com can help with social media aggregation

» Last Modified December 10, 2008
» # of Platforms 93

Micromedia, Status

Social Bookmarking, Tagging, News, Trends, Lists

Blogging, Self Publication, Mashups, Aggregators

Rich Media, Video/Photo Sharing, Podcast Networks

Social Gaming

Social Communities, Networking

Enterprise, E-commerce, Tools, Utilities

* = High risk for domainjacking. Register these accounts at minimum for all campaigns. Certain types of campaigns may require accounts on other/all platforms.

Was this post helpful? Have any additions? Don’t agree with my taxonomy? I wanna know. Please talk back & leave a comment!

September 14, 2008 to September 20, 2008

# 7Seth Godin has an exclusive publication of Ed Welch’s PDF: 101 Ways to Destroy Your Tribe.

# 6I wish I had thought of The Palin Name Generator. Traffic from a funny little meme can help generate some serious ad revenue.

My name is “Axe Diesel Palin.”
@aswenson is “Quarter Granite Palin.”
@jmayson is “Revolver Trooper Palin.”
@pcamarata is “Scat Dubya Palin.”
@baczo is “Copper Catfish Palin.”
@cinerina is “Engine Nighthawk Palin.”
@adam is “Shaver Razorback Palin.”

What is yours? Share it!

# 5David Kramerer’s POV re: Twitter probably resonates with Gen X & Y. He sees Twitter’s benefits for workgroups, professional applications and to document a one-time event in real time.

Millennials, however, have demonstrated less concern for privacy. The Mobile Marketer predicts what most of us already see: Millennials will drive the growth in mobile social networking, which is well-suited for micromedia publishing.

# 4I’m digging the Twitter redesign this week. Much cleaner, lightweight & more flexible for add-ons. I also redesigned my own profile page to better convey my expertise in social media and interactive advertising. People seem to be having a few technical difficulties though, which is fairly common with SaaS upgrades.

# 3When my 4 year old little girl wakes up in the middle of the night because she can’t sleep, she crawls up on my lap and we watch some Schoolhouse Rock classics. Yawn.
“I hope and pray that I will, but today I am still just a bill”

And don’t forget… “Conjunction Junction, What’s your FUNKshun!”

# 2Chris Brogan has started an interesting conversation on defining web authority. There seems to be a blurred line between popularity / web celebrity and knowledge / credibility & reputation. He also lists the web analytics tools we used in measuring impact of the BMW and Become An EX campaigns.

# 1A beautiful blend of science and technology. Dr John C. Taylor introduces the The Corpus Clock and The Chronophage ahead of Cambridge’s 800th anniversary. Stephen Hawking unveils the new clock to the world.

Here is my POV on why companies are slow to move in the social space despite the benefits. I offer a suggestion to curious company managers as well: start a simple “Social Media Lab” to explore tools and best practices.

Before asking why companies avoid social media, let’s consider a brief primer on why they should.

How can companies benefit from social media?

Thousands of blogs are devoted to this simple question. Here are a few reasons.

Better Service
Customers appreciate multiple channels of communication. By making themselves more approachable and accountable in the marketplace, companies earn the trust of new and existing customers. This can translate to a culture of listening, testimonials, good PR and higher sales.

Better Support
Public support empowers customers to resolve problems quickly and independently.
Companies like SWsoft experience tremendous growth because they introduce their customers to each other for mutual technical support. The company keeps close tabs on rising issues in their Plesk product and refines their development roadmap for new features requested by customers. SWsoft needn’t be concerned with public criticism because they have an opportunity to openly demonstrate their commitment to service. They also enjoy quick and thorough defense from evangelists. Peer reviews are very powerful for growth.

Higher Sales
Trust and accountability earned in service and support broadens a company’s target. In addition, social media can elevate service for preferred customers. For example, Dell Premier Pages helps large customers handle procurement and support, but social media introduces opportunities for lead gen, sales assistance and higher per-sale closings.

Stronger Vendor Relations
Opening lines of communication and collaboration among vendor networks increases efficiency and cuts costs. This applies to everything from fulfillment to billing and encompasses breaking news, emergencies and feedback.

Internal Collaboration
For years, companies have benefited from intranet communications: news engines, wikis, document sharing, learning management systems, trouble ticketing, etc. Social media like message boards, blogs, commenting, online ideation, social chat and UGC sharing are part of a natural evolution toward group cohesion.

According to the Avanade study, among the companies that are early adopters of social media, two thirds have experienced improved customer satisfaction. 64% report an improved reputation in the marketplace. Most reported that social media is inevitable, and 2 in 5 companies can directly associated an increase in sales with a move to using new forms of media. So, the study begs the question…

Why are companies avoiding social media?

The Avanade study cited common reasons around fear and apathy for a lack of social media integration. Company executives worry that social media will cut employee productivity. They worry about security and reliability on unproven technologies. Social media advocates claim executives don’t understand the potential of social media on customers or employees.

My experience is that social media reticence within advertising stems from three key areas.

The Timing Is Premature
We have witnessed similar hesitation in nearly every iteration of online media. Indeed, the technology adoption lifecycle paints a clear bell curve between innovative early adopters and laggards. I remember a similar argument among small businesses on why they should even publish web sites. Today, it seems, the examples of good uses of social media are coming from small businesses seeking to distinguish themselves as nimble and responsive to large competitors. It is simply a matter of time until early social media success parlays into broader adoption.

Advertising Reactionaries vs Progressives
There exists within advertising two philosophical camps: Reactionaries that cling to traditional media and progressives that tout the bleeding edge of new media. Reactionaries tend to live in the upper echelons of account, creative and media departments. Progressives are younger up-and-comers across agency ranks and most have had high-speed Internet access their entire adult lives. Reactionaries read printed versions of Advertising Age and progressives watch daily Ad Age vidcasts. A cycle of conflict ensues: progressives respond to reactionary skepticism by pushing the latest interactive trends (even if inappropriate) and reactionaries respond to the idealism of progressives by not supporting cool projects (even if appropriate). Internal strife abounds before and after work is presented to the client.

Marketing vs IT
There exists within companies a natural push-pull between Marketing and IT groups, especially around web site management. In the realm of interactive advertising, Marketing is drawn to new methods of reaching audiences despite unproven technologies, high costs and lack of resources. IT resists high implementation costs and distractions from principal duties in security, uptime and data management despite the potential benefits of a well executed campaign.

How can companies explore social media?

Nobody wants to risk undo harm to their brand. Therefore, competing groups tend to look to the market to guide their next steps. Social media tools are so new that virtually everyone waits to see which tools, platforms and best practices bubble up to mainstream. The market naturally gravitates toward proven success.

Taking a page from the Google Labs playbook, I suggest that curious companies create their own “Social Media Lab” that explores the social space. Competing groups can build a social web strategy by sharing their perspectives on risks and opportunities and performing light experiments.

Both Marketing and IT groups have individuals that tinker on the edge of new media. Marketing has people that are always entertaining new methods of reaching untapped audiences. IT has people that apply their their own sense of creativity to new technologies and platforms. Putting these people together with an expressed common goal can yield fascinating results.

While working at Power Computing, a very successful Macintosh-clone company, we experimented with several tools in the mid 1990s that precipitated the rise of social media. We devoted resources to extranet development so internal staff and partners could collaborate. We monitored public forums and listservs closely in order to engage the public directly, announce news and respond to emergencies. We eventually shared our internal support knowledge base with the public, a tool that became the basis of Apple’s online support. Each of these activities contributed to the public perception of Power Computing as young, edgy and well-intentioned, giving the company a competitive boost.

Forrester Analyst Jeremiah Owyang describes the evolution of brands on Twitter. His web strategy offers insight into any social medium the Lab wants to explore. He advocates a crawl-walk-run approach for brands curious about social media.

A Social Media Lab does not need to be a distraction. With a little concerted knowledge sharing and a playful approach to social media, companies can harness energy and interest amid small teams to realize potential for the entire company.

Links

Web Pro News Article “Majority of Companies Avoiding Social Media,” Sep 8, 2008

Coleman Parkes Research, author of the survey, “CRM and Social Media: Creating Deeper Customer Relationships.” See also: “Web Content Development and Management,” a white paper on the tension between Marketing and IT.

Avanade Press Release “Most Companies Avoid Integrating Social Media Despite Evidence of Benefits,” Sep 8, 2008

Avanade CRM & Social Media Reports from the Avanade Advisor.

Avanade Thought Leadership Series of webinars, podcasts and white papers on commercial use of social media and digital collaboration.

Although Social Media Will Normalize, Dedicated Roles and Direction Are Still Needed Forrester Analyst Jeremiah Owyang foresees natural dedicated roles as corporations define business goals and put budgets and resources towards social media.