Use the Buzz to Build One
Google’s new microblogging service, is getting a lot of, well, buzz. “Hello World!” has literally been replaced by “Buzz! Buzz!” by new people trying it out. If you’re not familiar with it, here’s the best way to explain it:
It’s all of the elements that one could think of getting out of Twitter (more than 140 characters, the ability to post videos and photos) packed neatly into your gmail account. While there are still some kinks to work out (you get an email every time someone you’re following posts or comments, which could get really annoying fast), Gmail’s built-in active user base of 176 million users is making it a clear force to be reckoned with.
In comparison, Twitter claims to have 75 million users and about 25% of accounts are reported to be inactive. Foursquare, known by some as “The Twitter of 2010″ is similar in that you “check in” using GPS on your phone and has been building momentum in it’s growth. David Lee King recently had a great post about it called “Foursquare and Libraries – Definitely Something There!” And I would agree, but it seems Buzz might be hot on the trail as it has the same built-in GPS/Geo-Location features and it works directly with Google Maps. Granted, it’s currently missing the fun “Mayor” game element Foursquare has, but this is a numbers game and Google definitely has numbers.
Library Marketing Tips for Using Google Buzz
Get signed up, get started and tell some associates.
Either for yourself or for your library, sign up for a Gmail account (which will give you a Google Buzz account automatically). If you have a Gmail account, but haven’t logged in lately, you’ll be greeted by a note aboutÂ
Google Buzz and can get started right away.
Videos + Photos = Exposure
Let’s be honest, many status updates just really aren’t that interesting unless you know the person doing them. That said, there’s now an opportunity (that shows up in Google results), to put more of the content you’ve created out on the web. Seemingly one of the best things about Buzz right now is your ability to post videos, videos, links and more than 140 characters to promote your library and the services you offer. If you’re already posting to Twitter or Facebook, make sure you add Buzz to your list and some would argue it should go on top with these mult-media adding abilities.
Follow, Follow, Comment
It’s only been around for a few days, but one of the elements that grabbed me quickly was my contacts showing up as people I was following. We use Twitter with some success, but instantly being able to see my friends buzzing around (most who don’t use Twitter regularly), opened up my eyes to the bigger possibilities of Buzz. It can work for you too. It might take a little bit for more people to start posting, but commenting on someone’s buzz gets their attention.
For example, my first buzz was geo-tagged by our office. This guy randomly calls me a nerd, then gives me double points for having a photo of a cat, offers to buy me coffe? A little creepy? Sort of, but also pretty cool. He got my attention and guess what? I checked out his website after he commented.
Have fun with it!
I’m not going to tell you how to have fun, I just think marketing is a whole lot better when you’re having fun doing it.
Make sure you’re listed on Google Maps
When someone is using the GPS function (currently only available on iPhones and Android), it will choose locations closest to them. If they’re at or near your library (or you are), make sure your library is able to be found. It’s an extra touch point/impression for the library when someone is buzzing either in your building or near it.
The best way to see if you’re on google maps is to search for your library’s name and then the city. If you see it, you’re there. If you don’t, visit
http://local.google.com/ and click “Put your business on Google Maps.” You should be there, but make sure anyway.
Read this other blog post
If you have any other ideas or thoughts, post them in the comments.
Happy Buzzing!
Update: Someone just Buzzed me this great post from AEXT.net entitled 12 Undocumented Tricks for Google Buzz, worth a read.
Text Messaging: The New 800 Number in Customer Service and Advertising Response
December 1st, 2009Click for Larger Image
Augmenting Toll Free 800 Numbers With Mobile Text Messaging for Customer Service
Americans are texting more than they’re talking, a trend that’s likely to grow more than slow down over the next 5-10 years. It’s easy and it’s quick. The popularity and usage of texting is no surprise as the on-the-go lifestyle ends up being more like living than a style type. The truth is, people are still going to use the phone to talk, but the growing usage of text messaging across all demographics shows more people prefer text messaging.
Customers Will Be Heard
The bell curve above illustrates how customer feedback has traditionally been given: in person, comment card, telephone and email. It used to be an extremely effective way to give feedback to a company. But with the growth of social media, customers are being heard by their friends, co-workers and strangers whether they are happy or unhappy with a product or service. Some companies have taken to Twitter to handle customer service issues, but “we’re on Twitter” is not a social media customer service strategy (and it’s certainly not a mobile customer service strategy).
I’m not suggesting companies using Twitter don’t continue to do so, but reacting to a tweet about a bad experience is like someone yelling “this food sucks!” in a crowded restaurant: you can run over and help your upset patron, but the damage has been done. That’s the obvious reason why so many companies are jumping into the social media space: they have to do so to protect their brand image. But there’s another way to protect one’s brand image: make yourself more available to communicate directly with your customers.
Click for Larger Image
Text Messages: Direct Customer Conversations
If people are texting twice as much as they are talking and they’re using text messaging and mobile apps on their phones to update their status and communicate with friends, companies need to make themselves available via the mobile channel. People are posting their loves and dislikes for a product or service on social media services because it’s easy to do so. Integrating text messaging gives companies an opportunity to start a customer conversation using the medium customers prefer and keep the conversation between them. Is it going to stop everyone from ranting on updates and blogs when they’re upset? No, but it opens up dialogue with more possible customers at a fraction of the cost of 800 tolls or chasing down posts online.
Text Messaging Beyond Customer Service: Direct Response in Marketing and Advertising
I hate the word “blast” when it comes to mobile marketing and it’s a word used far too often in our industry. Customers don’t want to be blasted on their mobile phones. In fact, it’s the last place they’d want to be communicated with in such a way. The mobile medium offers so much to traditional advertising with more and more research showing mobile getting better response rates than online advertising.
We soft launched a mobile advertising response product with a few marketing and advertising agencies and are getting great feedback. The system lets customers help themselves get more information immediately using their mobile devices. Text messaging as a method of responding to ads, whether they be print, TV, billboards, posters or flyers is going to be a huge hit in 2010 and beyond. Used in customer service, direct response or as a helpline for a brand, mobile text messaging is still in its infancy. What’s better, you don’t need “an app for that” to use it in your business.
For information on how Mosio can help you set up mobile text messaging customer satisfaction, service and feedback systems,contact us or visit www.mosio.com.
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