The Facebook Valuation in Perspective

The news that Goldman Sachs had valued Facebook at $50 billion is big news. Well – big – in that it is a lot of money. But from a per user point of view, it values all our individual profiles at $100 each. That’s not such a big deal. But it would be more significant if it was $100 per user per year. That would give us something to really measure against.

And for yet another perspective, take a look at this infographic from The Next Web. It shows how the Facebook valuation sits cheek-by-jowl with other web companies like Amazon, Google and Apple.

FacebookValuation

Evolution of Social CRM (Infographic)

I have been fascinated by the rise of sites like GetSatisfaction. They use community, reputation and social media to help businesses transform their customer service. In many ways, it’s a little like crowdsourcing your customer engagement – and to be honest – I am surprised not to see more businesses using this approach.

But what does it look like in reality?

This infographic from the GetSatisfaction team shows – particularly from a customer service point of view – how putting a bit of social connectivity into the CRM mix can change how you engage with those valuable peeps – your customers.

evolution-of-crm-v2

Now, for my money, this is just one flavour of Social CRM, but it certainly rings true for GetSatisfaction. But what about your business? Is there a social dimension that you are tapping into? Is this something you are considering for 2011? I have a feeling you want to get on the front foot with your strategic social media thinking sooner rather than later.

Are You Contagious?

MostContagioius

Each year, Contagious Magazine take a look at the top trends, most popular products, experiences, slick style-focused devices and all the other virtual and tangible accoutrements that help us define our lives. The Most Contagious 2010 is the place where you can download the report or just browse through the site, catching a nuevo-retro glimpse into the just exhaled creativity of entrepreneurs, activists, designers and yes, marketers of all shapes and sizes.

My favourite would have to be The Wilderness Downtown from the experience section. I loved it when I checked it out, and I’m pleased to see it hits the mark with the Contagious folks too. But, I have to ask … what did you love this year? Do tell.

BP v The Internet – Anatomy of a PR War

With the US now looking to sue BP (and other firms) over the alleged violation of federal safety regulations in connection with this year’s Gulf of Mexico oil spill, it’s interesting to take a look at what unfolded online.

Angela Natividad has put together this detailed presentation that calls out key moments where BP could have engaged online but failed to do so. It also shows the ramifications of their inaction. It’s a nice way of demonstrating precisely how a perfect storm can take place online – with a brand at the very centre of that storm.

The question you have to ask yourself is – “is our business any better equipped to deal with such a perfect storm?” If not, find someone to help. Just don’t wait until the storm front arrives.

Top Tweets of 2010

tweetsof2010
Twitter’s year in review for 2010 has listed the top 10 most powerful tweets of the year. My favourite of the list comes from @BPGlobalPR. But I also have my own favourites … which I keep track of through the year. Here are my top six.

This is like the Triple Word Score on Twitter. Derek Jenkins, Nick Hodge and Scott Rhodie all in one delicious package.

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This one from Connie Reece still makes me laugh.

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Robert Campbell endears himself to yet another community.

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Michael Specht talking career aspirations …

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Annik Skelton’s always vying for a spot on any top tweet list. Here’s one from her vast repertoire.

tweets-neek

And finally, Peter Flaschner reveals the issues with having like names on Twitter – eww indeed!

tweets-flashlight

Do you have a list of favourite tweets? Who / what works for you?

Brands are the Social Stories We Tell

Prompted by a message from Sean Howard, asking about brand visualisation tools, I revisited a post from 2009. Titled Brands are the Stories We Tell, it looks at a personal profiling tool from MIT that lets you map out the characteristics that describe “you”. While the end sequence is useful from a persona mapping point of view, I particularly like the way that the persona building process is visualised.

Here is what I saw when building out a profile on gavin heaton. Click the image below for the full view. It’s like watching the Google web spiders in action – collating what the web thinks of you.

GH-profile2010

Of course, when you profile a brand or a product, then you also end up with an interesting sequence that describes how and where your brand lives online. But I think it’s most important to watch HOW the profile is built. Here’s why:

  1. The repetition of keywords and their proximity to other keywords will create a centre of gravity for your brand. Ensure that the stories you tell about your brand connect with your desired brand experience keywords
  2. Increasingly, social media content is creating the online context for your brand. This means that your content marketing needs to be strong – make sure that you have well-planned social content that help optimise your story across the social web
  3. Your brand is the stories that other people tell – if there are an overwhelming number of negative stories, it’s going to make your brand a centre of gravity for all the wrong reasons. Get the experience right!
  4. You will see trends and themes in the data. Use these to tactically build your presence in places that there are already conversations taking place. Don’t hijack the conversation. Add to it.
  5. Social content wins … content from blogs and social networking sites outperforms all other content on the web. This means that your brand is the story told by others in a social context.

So what does the web tell you about your brand? Check out the MIT personas tool to find out.

The Consumer Expectations of the Business User

There is a quiet revolution taking place in the enterprise. It’s not something you are going to notice at first. It doesn’t manifest in the kind of disruption that raises the eyebrows of management. It is quiet. Oh so quiet.

This revolution lives in the hearts and minds of the people who we loosely call the “business user”. And the business user is people like you and me. It’s the people who use business systems as part of their daily work. It may be that we use these systems for customer relationship management, timesheets or expenses or it may be that we use them for the heavy duty number crunching of forecasting, accounting, payroll or logistics. Many of us have been using these systems for years.

But at the end of the day, when we log out of these systems, abandon our cubes and head home, we open the door to a whole other world of digital experience.

Grabbing a beer with colleagues at a local bar we use our smartphones to check in on Foursquare. We text friends to let them know where we are, or put out a message on Twitter with the #tweetup hashtag. The more sophisticated will link FourSquare with Twitter and also with Facebook (or Facebook places) to reach different groups of friends with the same message.

Over the next hour there will be tweets, twitpics and Foursquare badges claimed. Photos snapped on our mobile devices will be published to our Posterous blogs or Tumblr sites, pushed to Flickr and tagged on Facebook. We’ll check for restaurant recommendations with our favourite foodies on Twitter, ask @garyvee for a recommendation on a nice bottle of red.

At home over the weekend, we will tag and categorise our pictures, linking people with the places and events of the last week. We will add commentary to our own photos and those of our friends. We will write reviews of restaurants, add tips to locations and “experiences” that we enjoyed and maybe even blog about it all. We are actively engaging, controlling and managing our digital experiences.

But the thing is – we CAN do this. Mobile devices – smartphones, iPads etc all give us access to enterprise grade computing systems framed in a way that links activity, purpose and lifestyle. The fast, powerful, platforms that manage the publishing, distribution and contextualisation of our content vastly outstrip the performance many of us experience in the office. We are increasingly living an on-demand, always-on, connected existence.

What does this look like from the outside? To be honest, it looks like a bunch of people, ignoring each other, sending email on their BlackBerrys or iPhones. But psychologically, you are witnessing a moment of flow. Of connectedness. Or what Mihály Csíkszentmihályi would call “flow” – a state of completely focused motivation. This, of course, is what every employer wants to see in their employees, right?

The problem comes when we take our consumer expectations into the office. Some of our business systems simply do not respond in the way that more “consumer” oriented systems have conditioned us to expect. They take us out of the state of flow. Sometimes this is to do with business rules but often it is simply down to responsiveness. If Facebook can give us an uninterrupted digital experience – keeping us engaged and in the moment – then why can’t our business systems?

As Jakob Nielsen explains, there are three important limits when it comes to response times:

The basic advice regarding response times has been about the same for thirty years [Miller 1968; Card et al. 1991]:

  • 0.1 second is about the limit for having the user feel that the system is reacting instantaneously, meaning that no special feedback is necessary except to display the result.
  • 1.0 second is about the limit for the user's flow of thought to stay uninterrupted, even though the user will notice the delay. Normally, no special feedback is necessary during delays of more than 0.1 but less than 1.0 second, but the user does lose the feeling of operating directly on the data.
  • 10 seconds is about the limit for keeping the user's attention focused on the dialogue. For longer delays, users will want to perform other tasks while waiting for the computer to finish, so they should be given feedback indicating when the computer expects to be done. Feedback during the delay is especially important if the response time is likely to be highly variable, since users will then not know what to expect.

So, when you are thinking about the business systems you use – or that you want others to use – make sure you are delivering to their expectations. After all, you want business users to achieve their objectives. You want to support them in their work. And this means removing those barriers to flow.

Wikileaks Payback Targets

With Julian Assange, founder of Wikileaks, refused bail, it is now down to the network of Wikileaks editors, technologists, journalists etc to carry on with their publishing plans.

Meanwhile, a payback campaign has been launched by loosely connected activists, hackers, bloggers and various Wikileaks supporters targeting efforts aimed at financially crippling the Wikileaks group. This group, known as Anonymous Operations are using the web to orchestrate and plan their efforts – and are, at present at least, keeping one step ahead of efforts to shut down their servers. Google’s caching servers unsuspectingly seem to be supporting this.

But who is on the list and why? A quick scan of the cached Anonymous Operations target page reveals the following:

BBC for it's manipulative, distorted and selective reporting on Wikileaks related events.

Any US Anti WL site,

  • FoxNews
  • EveryDNS
  • cnn.com
  • washingtontimes.com
  • Eventually Mastercard/ Visa, not viable with current hive.

If we go after a US site, more US anon will join, its only (as of this writing) 10:20 EST, vs. like 4 am in euro.

  • http://www.dyn-intl.com Exposed by WikiLeaks cables; DynCorp, headquartered in DC with Texas offices, helped pimp out little boys as sex slaves to cops in Afghanistan. Currently not enough attention has been brought to the gross misconduct of a US private contractor.

A Declaration of the Independence of Cyberspace

Way back in 1996 – before Wikileaks was a glint in the anarchic eye of Julian Assange, the Electronic Frontier Foundation’s John Perry Barlow published A Declaration of the Independence of Cyberspace. It speaks of a social contract. A different world. Utopian? It certainly is. But there is also a clear vision of a more open, transparent world where the exercise of power is exposed to the citizens of the world. After all, it is in the name of those citizens that power is aggregated and wielded by both governments and private sector institutions.

Governments of the Industrial World, you weary giants of flesh and steel, I come from Cyberspace, the new home of Mind. On behalf of the future, I ask you of the past to leave us alone. You are not welcome among us. You have no sovereignty where we gather.

We have no elected government, nor are we likely to have one, so I address you with no greater authority than that with which liberty itself always speaks. I declare the global social space we are building to be naturally independent of the tyrannies you seek to impose on us. You have no moral right to rule us nor do you possess any methods of enforcement we have true reason to fear.

Governments derive their just powers from the consent of the governed. You have neither solicited nor received ours. We did not invite you. You do not know us, nor do you know our world. Cyberspace does not lie within your borders. Do not think that you can build it, as though it were a public construction project. You cannot. It is an act of nature and it grows itself through our collective actions.

You have not engaged in our great and gathering conversation, nor did you create the wealth of our marketplaces. You do not know our culture, our ethics, or the unwritten codes that already provide our society more order than could be obtained by any of your impositions.

You claim there are problems among us that you need to solve. You use this claim as an excuse to invade our precincts. Many of these problems don't exist. Where there are real conflicts, where there are wrongs, we will identify them and address them by our means. We are forming our own Social Contract . This governance will arise according to the conditions of our world, not yours. Our world is different.

Cyberspace consists of transactions, relationships, and thought itself, arrayed like a standing wave in the web of our communications. Ours is a world that is both everywhere and nowhere, but it is not where bodies live.

We are creating a world that all may enter without privilege or prejudice accorded by race, economic power, military force, or station of birth.

We are creating a world where anyone, anywhere may express his or her beliefs, no matter how singular, without fear of being coerced into silence or conformity.

Your legal concepts of property, expression, identity, movement, and context do not apply to us. They are all based on matter, and there is no matter here.

Our identities have no bodies, so, unlike you, we cannot obtain order by physical coercion. We believe that from ethics, enlightened self-interest, and the commonweal, our governance will emerge . Our identities may be distributed across many of your jurisdictions. The only law that all our constituent cultures would generally recognize is the Golden Rule. We hope we will be able to build our particular solutions on that basis. But we cannot accept the solutions you are attempting to impose.

In the United States, you have today created a law, the Telecommunications Reform Act, which repudiates your own Constitution and insults the dreams of Jefferson, Washington, Mill, Madison, DeToqueville, and Brandeis. These dreams must now be born anew in us.

You are terrified of your own children, since they are natives in a world where you will always be immigrants. Because you fear them, you entrust your bureaucracies with the parental responsibilities you are too cowardly to confront yourselves. In our world, all the sentiments and expressions of humanity, from the debasing to the angelic, are parts of a seamless whole, the global conversation of bits. We cannot separate the air that chokes from the air upon which wings beat.

In China, Germany, France, Russia, Singapore, Italy and the United States, you are trying to ward off the virus of liberty by erecting guard posts at the frontiers of Cyberspace. These may keep out the contagion for a small time, but they will not work in a world that will soon be blanketed in bit-bearing media.

Your increasingly obsolete information industries would perpetuate themselves by proposing laws, in America and elsewhere, that claim to own speech itself throughout the world. These laws would declare ideas to be another industrial product, no more noble than pig iron. In our world, whatever the human mind may create can be reproduced and distributed infinitely at no cost. The global conveyance of thought no longer requires your factories to accomplish.

These increasingly hostile and colonial measures place us in the same position as those previous lovers of freedom and self-determination who had to reject the authorities of distant, uninformed powers. We must declare our virtual selves immune to your sovereignty, even as we continue to consent to your rule over our bodies. We will spread ourselves across the Planet so that no one can arrest our thoughts.

We will create a civilization of the Mind in Cyberspace. May it be more humane and fair than the world your governments have made before.

Davos, Switzerland

February 8, 1996

So how does this declaration read to you in light of the global actions being taken on both sides of the Wikileaks divide? Hackers operating loosely under the collective Anon_Operation are variously targeting institutions who are supporting efforts to close down Wikileaks. Interestingly, where hackers would usually organise quietly, Anon_Operation are clearly sharing, collaborating and orchestrating their efforts in full public view. Perhaps for me, this is the most interesting aspect of the community response – it’s participatory. It’s empowering. And it makes for riveting viewing. Who needs TV?

UPDATE: Twitter has suspended the @Anon_Operation account. (9/12 – 10:30am)

anon-operations

Julian Cole’s Top 50 Australian Marketing Blogs for 2010

A couple of years ago, when Julian Cole kicked off his Top 50 blog list, ranking “Australian pioneer marketing blogs”, it caused something of a sensation. Some people loved it. Some people hated it. Many could care less. And that’s the way it is with social media – there’s plenty of interesting content to consume, so if you don’t like one blog, or social media channel, you can simply surf across to another.

But for those of us who ARE interested in Australian marketing blogs, this list has become something of an institution. Here is Julian’s updated list for 2010. It’s good to see some new entrants – I will certainly be checking out a few of these.

Blog Name Pioneer Score Google Reader Alexa Score Total
1 Digital Buzz Blog 9 7 9 25
2 Mumbrella 9 5 9 23
3 Bannerblog 7 7 9 23
4 The Inspiration Room 7 6 9 22
5 Campaign Brief 7.5 5 9 21.5
6 Marketing Magazine 8 4 8 20
7 Servant of Chaos 9 4 7 20
8 B&T 6.5 4 9 19.5
9 Laurel Papworth 7 4 8 19
10 Young PR 8 3 8 19
11 Personalize Media 7.5 3 8 18.5
12 Adspace-Pioneers 8 4 6 18
13 Better Communication Results 7 5 6 18
14 Media Hunter 8 3 7 18
15 Amnesia Blog 5.5 5 7 17.5
16 Life. Then Strategy 8 3 6 17.5
17 Online Marketing Banter 8 3 6 17
18 acidlabs 8 3 6 17
19 Talking Digital 8 3 6 17
20 Consumer Psychologist 8 4 5 17
21 Brand DNA 8 4 5 17
22 Digital-Media 8 1 8 17
23 Get Shouty 8.5 3 5 16.5
24 Gold Coast Web Designers 6 3 7 16
25 Shifted Pixels 7 2 7 16
26 A perspective 8 2 6 16
27 Angus Whines 7 3 6 16
28 Dan Pankraz 8 3 5 16
29 WayCoolJnr 8 3 5 16
30 AdNews 8 0 8 16
31 Publicis Digital 7.5 3 5 15.5
32 Gourmet Ads 7 1 7 15
33 PR Warrior 8 2 5 15
34 FRANKthoughts 8 2 5 15
35 PR Disasters 7 3 5 15
36 Matthew Gain 8 1 6 15
37 Zakazukhazoo 6.5 1 7 14.5
38 EcioLab 7.5 2 5 14.5
39 Corporate Engagement 6.5 3 5 14.5
40 Dominique Hind Collective 7 2 5 14
41 Tim Longhurst 6.5 2 5 13.5
42 Pigs Don’t Fly 7.5 2 4 13.5
43 The Flasher 8.5 1 4 13.5
44 Three Billion 6 1 6 13
45 Marketing Easy 6 1 6 13
46 Who is in conrtol of your b**** 8 1 4 13
47 Sticky Ads 6.5 0 6 12.5
48 Mark Neely's Blog 7.5 1 4 12.5
49 Business of Marketing and Branding 6.5 2 4 12.5
50 CIIMS 7 1 4 12