IN MY VIEW...
Your organisation's website isn't just for Christmas…
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You probably know the slogan A puppy isn’t just for Christmas, but have you ever considered that a similar thought could apply to websites – possibly yours?
You – and various organisations you are involved with – may have gone through the ‘Christmas’ part of managing a website, but the necessary ongoing care and attention is proving to be more of a handful than you expected. The result may look good on the internet, but the problem is that nobody really visits it and so its benefit is limited. This disheartening when we all know how important the medium is and how successful the big online players are. I watch the statistics on this website and a couple of others that I run with a view to identifying problems and implementing corrective measures. It’s got me thinking about why some people don’t go beyond one or two pages and never come back. I haven’t formally researched this, but my gut feel suggests there are three key reasons:
We cannot do anything about the third point, but the other two should not be difficult for any organisation to address. While the webmaster obviously needs to take the lead, all members of an organisation can and should help to turn a website around. Treat your website as a living entity The fact is, if insiders don’t support the organisation’s website, how can they expect the public to?
Your organisation’s website – like mine – should be regarded as a living entity. It should never be static. So what can you do? Let’s assume you work in a small to medium business or are involved with a not-for-profit community organisation. There is a website, but…
Don’t expect dramatic change overnight, but with consistent effort you should see a positive trend emerging. And if you need help, Let's Talk. Published 9 July 2020 |
EARLIER POSTS
Good communication vital for regaining customer support
Pointers for the best social media managers
'Social media does not work for my business'
Winning destinations need 'visit us' message
Communication is key after pandemic
A chance to think and plan recovery
Good communication vital for regaining customer support
Pointers for the best social media managers
'Social media does not work for my business'
Winning destinations need 'visit us' message
Communication is key after pandemic
A chance to think and plan recovery
Good communication vital for regaining customer support
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This month’s partial easing of lockdown in the UK is welcome news for the economy. But for many owners and managers it’s much more than just opening the doors – it’s a case of regaining the trust and support of past customers while also attracting new ones. At both the B2B and B2C levels, lockdown has brought changes to the way business is conducted, with online shopping providing a lifeline for many. Lockdown has also led people to seek alternative products and new suppliers – sometimes bringing surprising satisfaction levels that could make a return to old buying habits a diminishing prospect. All is not lost for traditional suppliers, however, but some may need to put considerably more effort into marketing if they are to survive. Certainly, all can benefit from a reinvigorated communication programme across multiple channels. This applies across the board to businesses that have remained open throughout, those that are currently reopening and those that remain under lockdown. Now – as in better times – businesses need to remind loyal customers of the benefits they (the customers) can enjoy from continued loyalty, while extending a similar message to prospects. With the internet, email and social media, routes to the eyes and ears of customers old and new are at their easiest yet. What’s more, effective communication is remarkably affordable, making an investment in professional content creation – copywriting – an attractive possibility. Of course, you may wish to create your own content, but remember that an external writer will be able to add objectivity to the message, raising its credibility with your customers. I offer a free initial consultation on how content (and public relations in general) might enhance your reputation – and how we could work together to achieve this. Irrespective of the official reopening of your business, start your new communication effort as soon as possible. Get into the driving seat of customer opinion today! Published 6 July, 2020 |
Pointers for the best social media managers
Who looks after social media for your business – you, an employee, an external consultant? How do you pick the right person for the job?
Whoever fills the role of social media manager carries responsibility for an important and fast-growing slice of your overall public relations activity. It’s a frontline role with the potential to make or break your reputation, so the choice of person is a serious matter.
It’s no good picking the youngest person on the payroll simply because he or she is known to use one or more popular social platforms. However, you will probably be looking at the lower end of the age-range, because young people tend to be more tech-savvy and less risk-averse than older candidates.
Ability to communicate is key
But more important than age or skill sets is the basic ability to communicate – and well. And that’s where you might find a better investment in the services of a professional consultant.
In my view, the right candidate, internal or external, will score highly across most – if not all – of the following criteria (no particular order):
Need advice and help making social media work in your wider public relations and marketing activity? Please get in touch
Published 28 June, 2020
Whoever fills the role of social media manager carries responsibility for an important and fast-growing slice of your overall public relations activity. It’s a frontline role with the potential to make or break your reputation, so the choice of person is a serious matter.
It’s no good picking the youngest person on the payroll simply because he or she is known to use one or more popular social platforms. However, you will probably be looking at the lower end of the age-range, because young people tend to be more tech-savvy and less risk-averse than older candidates.
Ability to communicate is key
But more important than age or skill sets is the basic ability to communicate – and well. And that’s where you might find a better investment in the services of a professional consultant.
In my view, the right candidate, internal or external, will score highly across most – if not all – of the following criteria (no particular order):
- Young enough to talk the language of today’s and tomorrow’s customers.
- Old enough to have amassed relevant experience and understanding.
- In tune with the company’s ethos and its attitudes on economic and social issues.
- Fully conversant with the company’s products, marketing strategies, customers and the wider industry.
- Able to command the respect of top management, line managers and others.
- Able to work as part of the wider communication team.
- Discreet in the handling of confidential or sensitive information.
- Able to produce crisp messages that adhere to conventions of spelling and grammar so as to enhance corporate reputation.
- Able to visualise and implement creative communication projects.
- Able to maximise benefits of hashtags, mentions, likes, comments.
- Able to develop followers and accounts followed
- Monitors social media accounts of competitors, suppliers, customers.
- Detects important news/information/content online, and alerts management.
- Is a ‘now’ person in both proactive and reactive modes.
- Can be trusted to respond quickly and correctly to instructions, inquiries or other issues.
Need advice and help making social media work in your wider public relations and marketing activity? Please get in touch
Published 28 June, 2020
‘Social media doesn’t work for my business…’
I’ve heard this said many times, and in almost every case the real reason is that people aren’t making social media work for them. This is such a shame, because the likes of Twitter, Facebook, LinkedIn and the others provide so many opportunities to communicate with people – especially customers.
The fact is that maximising the potential of social media does require effort, but there is a perception that it is too time-consuming. It is certainly very easy to spend a lot of time on social media, but in reality it’s just another tool in the marketing mix – and it needs to be managed properly.
This post covers nine common problems that some businesses (yours, maybe?) are experiencing. Even if you are reasonably happy with your social media performance, use these as guidelines for new highs.
People don’t
…say anything of value
If you want people to spend time on a proposition you are advancing, there must be a real and obvious benefit to the reader. Arouse their interest with information that adds value to their experience and stimulates the response you want, either now or later.
…engage with others
The clue is in the name – it’s social media. Get value from it by interacting with people, frequently. New ‘friends’ could become customers or even just useful sources of business information. Engaging does not have to be wordy: If something is pertinent to your business, comment if you can or otherwise like or share it.
…encourage followers
Use every opportunity to remind people of your social media addresses, urging them to follow your accounts and reminding them why it is in their interests to do so.
…post often enough
Frequency of posting is an important consideration – the more you post, the better your chance of being seen. But there has to be a balance between the number of posts you can physically publish in a day and the degree of content repetition that your followers will tolerate.
…elicit responses
Use the brief touchpoint in a social media feed to ask questions relevant to your market, business and products. Run simple polls to gauge opinion, test ideas or seek advice. Even if it prolongs some readers’ interaction by a just a few seconds, it could be enough to get them interested for the future. Ask readers to like/comment/share, which helps you reach a wider audience.
…follow the right people
You should be following accounts that are of value to your business, typically customers, suppliers, competitors and other agencies – such as relevant government department, local councils, relevant professional bodies and media. They can be useful sources of intelligence relating to your marketplace.
…drive traffic to website or shop
A social media post is an opportunity to prompt action. Always Include a link so readers can easily find your website for further information and opportunities to buy. If you have one or more shops, indicate how readers can find your nearest address.
…use good #hashtags
Develop a pool of hashtags that will get you in front of your ideal targets. A good idea is to check how your competitors tag their posts. Always search for a hashtag before you use it for the first time: be sure that it is used widely and that it does not create the wrong impressions. For example, if you are in the paint removal business, #stripper wouldn’t work.
…respond to readers
If followers or other readers comment on your posts or ask questions, acknowledge and provide answers as quickly as possible. If you can respond publicly it may enhance your wider reputation, but if it needs to be a direct or offline response, it should at least satisfy the inquirer.
Need advice and help making social media work in your wider public relations and marketing activity? Please get in touch
Published 26 June, 2020
The fact is that maximising the potential of social media does require effort, but there is a perception that it is too time-consuming. It is certainly very easy to spend a lot of time on social media, but in reality it’s just another tool in the marketing mix – and it needs to be managed properly.
This post covers nine common problems that some businesses (yours, maybe?) are experiencing. Even if you are reasonably happy with your social media performance, use these as guidelines for new highs.
People don’t
…say anything of value
If you want people to spend time on a proposition you are advancing, there must be a real and obvious benefit to the reader. Arouse their interest with information that adds value to their experience and stimulates the response you want, either now or later.
…engage with others
The clue is in the name – it’s social media. Get value from it by interacting with people, frequently. New ‘friends’ could become customers or even just useful sources of business information. Engaging does not have to be wordy: If something is pertinent to your business, comment if you can or otherwise like or share it.
…encourage followers
Use every opportunity to remind people of your social media addresses, urging them to follow your accounts and reminding them why it is in their interests to do so.
…post often enough
Frequency of posting is an important consideration – the more you post, the better your chance of being seen. But there has to be a balance between the number of posts you can physically publish in a day and the degree of content repetition that your followers will tolerate.
…elicit responses
Use the brief touchpoint in a social media feed to ask questions relevant to your market, business and products. Run simple polls to gauge opinion, test ideas or seek advice. Even if it prolongs some readers’ interaction by a just a few seconds, it could be enough to get them interested for the future. Ask readers to like/comment/share, which helps you reach a wider audience.
…follow the right people
You should be following accounts that are of value to your business, typically customers, suppliers, competitors and other agencies – such as relevant government department, local councils, relevant professional bodies and media. They can be useful sources of intelligence relating to your marketplace.
…drive traffic to website or shop
A social media post is an opportunity to prompt action. Always Include a link so readers can easily find your website for further information and opportunities to buy. If you have one or more shops, indicate how readers can find your nearest address.
…use good #hashtags
Develop a pool of hashtags that will get you in front of your ideal targets. A good idea is to check how your competitors tag their posts. Always search for a hashtag before you use it for the first time: be sure that it is used widely and that it does not create the wrong impressions. For example, if you are in the paint removal business, #stripper wouldn’t work.
…respond to readers
If followers or other readers comment on your posts or ask questions, acknowledge and provide answers as quickly as possible. If you can respond publicly it may enhance your wider reputation, but if it needs to be a direct or offline response, it should at least satisfy the inquirer.
Need advice and help making social media work in your wider public relations and marketing activity? Please get in touch
Published 26 June, 2020
Winning destinations need 'visit us' message
With the height of summer fast approaching, is the UK tourism sector fully geared up to attract whatever market share the easing of lockdown may bring?
This question is not directed at major attractions and stately homes whose marketing teams should by now have developed tactics for a range of scenarios that anticipate the end of travel restrictions and social distancing rules next week, next month, next season … or next year.
Instead, my question is directed at the many tourism support and promotional bodies operating at regional and local levels – largely reliant on volunteers – to attract visitors.
Expect competition to hot up
Competition for the spending power of day-trippers and weekenders will be fierce when the pandemic is behind us. Destinations that score highest will be those that are already connecting with their target markets and delivering strong ‘visit us’ messages. These organisations will be acutely aware of tourism’s potential spin-off for local economies.
Right now, winning organisations should be examining their existing offerings, seeking attractive new opportunities, developing marketing and promotional packages and, above all, communicating with their markets.
Websites provide low-cost channels to a wide audience, and for the tourism sector should be rich with information that conveys benefit to the prospective visitor. The emphasis should not be on what the promoter wants to say, but rather on what interests the customer. The website should also encourage ongoing engagement – for example, by signing-up to a newsletter.
Support website effort with social media activity
On its own, a website might not entice people to visit more than once. However, if the online programme is supplemented with a strong social media presence across several of the most popular channels, there is a better chance of driving people to the website more often. Use your social media posts to highlight new material on your website, or to comment on relevant news or travel information: give readers something interesting to think about.
Key to the success of a social media campaign is the support of influential followers who help to spread your message to their wider followings. Interact publicly with them by liking, sharing or commenting on their posts. And if they see value in the posts your generate, they will reciprocate, helping to reinforce your network.
A good starting point is identifying people who might act as your ambassadors – then following their accounts on Twitter, Facebook, LinkedIn, Pinterest and so on.
However many weeks of lockdown remain, start upping your communication game right now. Winners are already playing!
Need help? Please get in touch.
Published 13 June, 2020
This question is not directed at major attractions and stately homes whose marketing teams should by now have developed tactics for a range of scenarios that anticipate the end of travel restrictions and social distancing rules next week, next month, next season … or next year.
Instead, my question is directed at the many tourism support and promotional bodies operating at regional and local levels – largely reliant on volunteers – to attract visitors.
Expect competition to hot up
Competition for the spending power of day-trippers and weekenders will be fierce when the pandemic is behind us. Destinations that score highest will be those that are already connecting with their target markets and delivering strong ‘visit us’ messages. These organisations will be acutely aware of tourism’s potential spin-off for local economies.
Right now, winning organisations should be examining their existing offerings, seeking attractive new opportunities, developing marketing and promotional packages and, above all, communicating with their markets.
Websites provide low-cost channels to a wide audience, and for the tourism sector should be rich with information that conveys benefit to the prospective visitor. The emphasis should not be on what the promoter wants to say, but rather on what interests the customer. The website should also encourage ongoing engagement – for example, by signing-up to a newsletter.
Support website effort with social media activity
On its own, a website might not entice people to visit more than once. However, if the online programme is supplemented with a strong social media presence across several of the most popular channels, there is a better chance of driving people to the website more often. Use your social media posts to highlight new material on your website, or to comment on relevant news or travel information: give readers something interesting to think about.
Key to the success of a social media campaign is the support of influential followers who help to spread your message to their wider followings. Interact publicly with them by liking, sharing or commenting on their posts. And if they see value in the posts your generate, they will reciprocate, helping to reinforce your network.
A good starting point is identifying people who might act as your ambassadors – then following their accounts on Twitter, Facebook, LinkedIn, Pinterest and so on.
However many weeks of lockdown remain, start upping your communication game right now. Winners are already playing!
Need help? Please get in touch.
Published 13 June, 2020
Communication is key after pandemic
usiness recovery after the Coronavirus pandemic will depend on hard work and great communication – with the former being reliant to a large degree on the latter.
In this post I am focusing on three easy ways to enhance the reputation of a business – internally to motivate employees and externally to attract support from suppliers and customers.
I can’t fully define hard work for you, other than to say it involves the amount of effort needed to produce the volume of business you want. What I can suggest, however, is where expend effort on communication.
You and your internal or external communication team have a wide range of channels for low-cost communication. Use them wisely to strengthen your customer base and bridges with staff and suppliers.
Here’s how:
THANK customers, staff and suppliers for their support in the past.
HIGHLIGHT solutions provided and successes achieved during the lockdown.
OUTLINE plans for the future, based on the hash learning of recent months.
Let’s look at these in more detail.
Those three pillars of support are vital to the success of every business, and if you are hoping for a speedy return to ‘normal’ trading you need to start by showing gratitude for what you’ve had in the past, especially during lockdown. By expressing thanks you are setting the scene for good future relations. Do it through personal letters and public expressions via website, social media, newsletters and similar in-house channels.
Detailing solutions and successes demonstrates your resilience and your ability to meet challenges under difficult circumstances. In essence, it’s your ability to go the extra mile for customers when times are tough – enhancing your reputation as a supplier of products and services. Once again, it requires content for the range of in-house channels, but also for appropriate external media.
The pandemic has undoubtedly been a massive wake-up call, forcing businesses across the spectrum to re-think what they do and how they do it. I’m sure we have all learned a great deal – I hope, making us keener and stronger. It’s certainly something to talk about, so as to reinforce customer support and encourage prospects.
For help in producing the right kind of content, talk to a communication consultant who can advise not only on what to say, but also how to say it. Get help now: don’t wait for the official end of the pandemic – you may be too late!
In summary, I would say that business has one of the greatest opportunities ever for own-trumpet-blowing – provided, of course, that content remains sensitive to the hardship and sorrow that so many people have encountered.
Published 11 June 2020
In this post I am focusing on three easy ways to enhance the reputation of a business – internally to motivate employees and externally to attract support from suppliers and customers.
I can’t fully define hard work for you, other than to say it involves the amount of effort needed to produce the volume of business you want. What I can suggest, however, is where expend effort on communication.
You and your internal or external communication team have a wide range of channels for low-cost communication. Use them wisely to strengthen your customer base and bridges with staff and suppliers.
Here’s how:
THANK customers, staff and suppliers for their support in the past.
HIGHLIGHT solutions provided and successes achieved during the lockdown.
OUTLINE plans for the future, based on the hash learning of recent months.
Let’s look at these in more detail.
Those three pillars of support are vital to the success of every business, and if you are hoping for a speedy return to ‘normal’ trading you need to start by showing gratitude for what you’ve had in the past, especially during lockdown. By expressing thanks you are setting the scene for good future relations. Do it through personal letters and public expressions via website, social media, newsletters and similar in-house channels.
Detailing solutions and successes demonstrates your resilience and your ability to meet challenges under difficult circumstances. In essence, it’s your ability to go the extra mile for customers when times are tough – enhancing your reputation as a supplier of products and services. Once again, it requires content for the range of in-house channels, but also for appropriate external media.
The pandemic has undoubtedly been a massive wake-up call, forcing businesses across the spectrum to re-think what they do and how they do it. I’m sure we have all learned a great deal – I hope, making us keener and stronger. It’s certainly something to talk about, so as to reinforce customer support and encourage prospects.
For help in producing the right kind of content, talk to a communication consultant who can advise not only on what to say, but also how to say it. Get help now: don’t wait for the official end of the pandemic – you may be too late!
In summary, I would say that business has one of the greatest opportunities ever for own-trumpet-blowing – provided, of course, that content remains sensitive to the hardship and sorrow that so many people have encountered.
Published 11 June 2020
A chance to think and plan recovery
Compulsory closures as part of the national effort to curb the spread of Coronavirus are a bitter pill for business. But for those entrepreneurs who escape infection or whose commercial activity is not directly related to the workings of the health and care sector, precautionary isolation presents a rare opportunity: time to think.
Foremost in most people’s thoughts should be the hope for a speedy return to normality:
Like so many other business owners, I am adhering to the ‘stay at home’ instruction. It’s no great difficulty, because it’s where I do much of my work anyway. But when client contacts are also largely housebound the new work pipeline may become less robust.
The present circumstances are a wake-up call for many businesses – and an opportunity to plan a brighter future.
As a professional communicator, I believe that an ongoing programme of communication activity – starting now – should be at the centre of every post-Coronavirus business recovery plan.
There are just three easy steps:
Each business has its own challenges, and some trial and error may be necessary in the path towards the best solution. Just communicate.
Published 31 March 2020
Foremost in most people’s thoughts should be the hope for a speedy return to normality:
- minimising the pain and suffering of Covid-19 victims and their families
- bringing respite to the frontline medical teams, their support staff and volunteers.
Like so many other business owners, I am adhering to the ‘stay at home’ instruction. It’s no great difficulty, because it’s where I do much of my work anyway. But when client contacts are also largely housebound the new work pipeline may become less robust.
The present circumstances are a wake-up call for many businesses – and an opportunity to plan a brighter future.
As a professional communicator, I believe that an ongoing programme of communication activity – starting now – should be at the centre of every post-Coronavirus business recovery plan.
There are just three easy steps:
- Refresh website content, design and features; check out its search engine performance and improve wherever possible. Your website is your 24-hour shop window – do your best to ensure that customers and prospects find you, and are drawn to do business with you.
- Build your networks on social media to share knowledge and to enhance your level of engagement with your market, encouraging your followers/connections to visit your website and to do business with you.
- Use the power of the internet to host video conferences with customers and prospects. Use your phone, too. Even better, go and see them (when you can). The main thing is to TALK to people. Listen to their needs. Be proactive, don’t wait for them to come calling.
Each business has its own challenges, and some trial and error may be necessary in the path towards the best solution. Just communicate.
- Need help? Please get in touch
Published 31 March 2020