In this week’s Advertising Age, Chris Perry–the senior guy in Weber Shandwick’s digital practice–wrote an article placing the major ‘blame’ for social media’s under-performance squarely at the feet of the ‘dated agency model.’ Because social media is so new and so revolutionary, traditional agencies and their clumsy attempts to mainstream it into existing profit structures fail to use this medium to anywhere near it’s full potential. In short, we’re all doing it wrong.
Oh please. This kind of hand-wringing, model-bashing argument is getting truly tiresome; it’s too much “I told you so” that doesn’t tell much of anything. We’re slapped in the face with the promise of it even though no one has yet to deliver any profits from it. Garrett’s Popcorn is tweeting now? Okay, I’ll remember that next time I feel compelled to talk to a tin of caramel/cheese popcorn. Dell’s much ballyhooed two million dollars worth of @delloutlet Twitter sales? That’s less than one hundredth of a percent of their annual sales. NBC CEO Jeff Zucker said it best: “Our challenge with all these new-media ventures is to effectively monetize them so that we do not end up trading analog dollars for digital pennies.” Indeed. This is, after all, a business.
But all of this is quibbling; fundamentally, Mr. Perry’s argument is flawed because Mr. Perry assumes there is such a thing as Social “Media.” I disagree.
Social media doesn’t yet live up to the hype because social ‘media’–as agencies and advertisers define ‘media’–simply doesn’t exist.
Call me a copywriter, but words matter. “Social Media” is an ill-considered term for advertisers. As an important cultural phenomenon, slapping the label “media” on it creates the impression that clients must put messages there and that’s simply not true. The explosive expansion and proliferation of social networks is nothing short of a communications revolution, but that doesn’t make them a marketing medium…or any sort of “media” whatsoever. When my sister friends her long lost high school bandmate on Facebook, she doesn’t consider it an advertising platform–Facebook is simply a way to connect and communicate. It is SOCIAL first and foremost; it is absolutely not “Media” by any traditional industry definition. This simple reality drives headlines like this from today’s Online Media Daily: “More Women Using Social Networks, But Brands Not Benefitting.” The whole conceit of ‘Social Media’ is a sociologist’s invention–using it in reference to marketing unnecessarily confuses the issue. With the notable exception of Word of Mouth PR outreach, social networks provide an extremely limited forum for selling and driving profit.
Do social networks matter? Very much so. Should agencies be focused on them? They better be. At Element 79, we believe every one of our clients should be deeply involved in social networks–less as a selling platform and more as a deep, rich, real-time glimpse into consumer sentiment about their brands and categories. Social networks present an unprecedented platform for real time research that savvy planners can mine for opinion gathering and monitoring.
In these times when brands are opinions and opinion enjoys a vast media channel independent of the paid media that spurs and sparks consumer conversations, we must start creating metrics around social network conversations as another measure of our communications’ success in market. Internally, this lays a new groundwork for planner responsibilities: first mining social networks for consumer insights and relevance and later assessing the results of our efforts. Did our ideas enter the conversations? Were our strategies compelling, our executions memorable, our messages relevant and persuasive? That’s all measurable with the vast data engine that is the web.
These new platforms are social networks; rich and vibrant communication ecosystems that advertisers should strive to protect and foster. Social media however, remains a pipe dream, an ill-considered fool’s errand where marketing messages flounder amidst a social setting that so far, is neither welcoming nor profitable.
By Dennis Ryan, CCO, Element 79