Digital Marketing Seminar - Q2 2013
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In this seminar we'll be tackling many of the issues surrounding digital marketing and focus on giving you top tips and hints to take away. We'll consider how organisations should be using digital marketing to best effect, ranging from free activities like social media and content seeding, to paid techniques like Pay-Per-Click campaigns. As well as thinking about how to properly integrate and manage multiple marketing channels, we'll share tips for how to manage internal teams, create and publish new content, and collect and interpret the right data and metrics.
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Digital Marketing Seminar - Q2 2013
- 2. Digital marketing head-first Part One – Tactics for marketing your organisation @precedentau #PrecSem
- 3. digital marketing done right @precedentau #PrecSem
- 4. digital marketing must match your individual problems and culture because without a custom fit, you’re missing the point. @precedentau #PrecSem
- 5. individual problems and culture because without a custom fit, you are missing the point. @precedentau #PrecSem
- 6. “Why doesn’t our site work on my new iPad? We should really make an app.” @precedentau #PrecSem
- 7. “Why doesn’t our site work on my new iPad? We should really make an app.” @precedentau #PrecSem
- 8. “Big brands get to do all the adventurous stuff online. Others can barely tweet.” @precedentau #PrecSem
- 9. “Big brands get to do all the adventurous stuff offline. The web follows after.” @precedentau #PrecSem
- 13. four tactics to victory @precedentau #PrecSem
- 14. Tactic 1: SEO Long-term influence and growth. Great effort with great effect. @precedentau #PrecSem
- 15. Tactic 1: SEO Long-term influence and growth. Great effort with great effect. Image:www.123rf.com @precedentau #PrecSem
- 19. Tactic 2: Social Media Win hearts and minds. Small effort for short lived effects. @precedentau #PrecSem
- 20. Tactic 2: Social Media Win hearts and minds. Small effort for short lived effects. Image:openclipart.org @precedentau #PrecSem
- 23. Tactic 3: PPC advertising Needed for aggressive SEO invasions. Targeted for focused, short-term wins. @precedentau #PrecSem
- 24. Tactic 3: PPC advertising Needed for aggressive SEO invasions. Targeted for focused, short-term wins. Image: www.turbosquid.com @precedentau #PrecSem
- 26. - Product Listing Ads - Click to Call Ads - Bottom of Page Ads - Mega Site Links - Social Ad Extensions - Remarketing - Map/Location Ad Extensions - Chat Ads - Email Ads @precedentau #PrecSem
- 27. Tactic 4: Email marketing Squeeze existing users. So targeted you can see the whites of their eyes. @precedentau #PrecSem
- 28. Tactic 4: Email marketing Squeeze existing users. So targeted you can see the whites of their eyes. @precedentau #PrecSem
- 29. digital marketing must match your individual problems and culture because without a custom fit, you’re missing the point. @precedentau #PrecSem
- 30. digital marketing must match your individual problems and culture because without a custom fit, you are missing the point. @precedentau #PrecSem
- 31. Digital marketing head-first Creating integrated campaigns @precedentau #PrecSem
- 32. campaigns are the only way to market digitally because without targeting you’re just paying to spam. @precedentau #PrecSem
- 33. campaigns are the way to market digitally because without targeting you’re just paying to spam. @precedentau #PrecSem
- 34. campaigns are the only way to market digitally because with targeting you can target and adapt. @precedentau #PrecSem
- 35. end of part 1 @precedentau #PrecSem
- 37. Digital marketing head-first Part Two – Making it happen @precedentau #PrecSem
- 38. digital marketing can match your individual problems and culture because it’s designed to be custom fit. @precedentau #PrecSem
- 39. Military strategy “Forewarned, forearmed; to be prepared is half the victory.” @precedentau #PrecSem
- 40. Tactic 1: SEO Long-term influence and growth. Great effort with great effect. @precedentau #PrecSem
- 41. SEO SEO missions “People know us for x but not y.” “Certain people don’t know us.” “People go to competitors.” “How do we drive more traffic to our site.” @precedentau #PrecSem
- 42. Tactic 1: SEO @precedentau #PrecSem
- 49. Tactic 1: SEO The results Top search result for all top animal related key phrases Nearly 15 million views for the cost of one email @precedentau #PrecSem
- 50. Tactic 1: SEO The results Top search result for all top animal related key phrases Nearly 15 million views for the cost of one email @precedentau #PrecSem
- 51. Tactic 1: SEO SEO missions “How do we drive more traffic to the website?” @precedentau #PrecSem
- 52. Tactic 1: SEO SEO missions “My stakeholders always want expensive marketing buys but I just don’t have budget for online ads or SEM – what can I do that is free and will show positive returns?” @precedentau #PrecSem
- 53. Tactic 2: Social Media Win hearts and minds. Small effort for short lived effects. @precedentau #PrecSem
- 54. Tactic 1: SEO Social media missions “People don’t know us enough.” “People don’t use us enough.” “Our audiences need to meet.” “Our audience don’t work for us.” @precedentau #PrecSem
- 55. Tactic 1: SEO Specific Social media mission “We have social profiles but no strategy that integrates thinking to our site and other online activities” @precedentau #PrecSem
- 56. Tactic 1: SEO @precedentau #PrecSem
- 58. Tactic 1: SEO @precedentau #PrecSem
- 63. Tactic 1: SEO @precedentau #PrecSem
- 66. Tactic 1: SEO Social media results Lloyds: Better security, Customer satisfaction & efficiency ASOS: 1.7 million VERY active ambassadors @precedentau #PrecSem
- 67. Tactic 1: SEO Social media result Lloyds: Better security, Customer satisfaction & efficiency ASOS: 1.7 million VERY active ambassadors @precedentau #PrecSem
- 68. Tactic 3: PPC advertising Needed for aggressive SEO invasions. Targeted for focused, short-term wins. @precedentau #PrecSem
- 69. Tactic 1: SEO PPC missions “We’re about to do a launch.” “We’ve got a market to fill.” “We need aggressive SEO.” “We have a specific problem.” @precedentau #PrecSem
- 70. Tactic 1: SEO Specific PPC missions “How do we recruit new members?” “How do we increase our fundraising with paid advertising?” @precedentau #PrecSem
- 71. Tactic 1: SEO @precedentau #PrecSem
- 79. Tactic 1: SEO PPC results 415 participating sites 36 million impressions 300% increase in donations compared to same period @precedentau #PrecSem
- 80. Tactic 1: SEO PPC results 415 participating sites 36 million impressions 300% increase in donations compared to same period @precedentau #PrecSem
- 81. Tactic 4: Email marketing Squeeze existing users. So targeted you can see the whites of their eyes. @precedentau #PrecSem
- 82. Tactic 1: SEO Email missions “There are so many things our customers could be doing!” “There are so many things our customers should know!” @precedentau #PrecSem
- 83. Tactic 1: SEO Specific Email missions “How do we get people to renew their subscription?” “Digital fundraising campaigns (eg. online versions of mail appeals) – how to make them work?” @precedentau #PrecSem
- 84. Tactic 1: SEO @precedentau #PrecSem
- 88. Tactic 1: SEO Email results 400% increase in site visits during Alzheimer’s Awareness Month. @precedentau #PrecSem
- 89. Tactic 1: SEO Email results 400% increase in site visits during Alzheimer’s Awareness Month. @precedentau #PrecSem
- 90. digital marketing must match your individual problems and culture because without a custom fit, you’re missing the point. @precedentau #PrecSem
- 91. digital marketing can match your individual problems and culture because it’s designed to be custom fit. @precedentau #PrecSem
- 92. what’s your next digital marketing mission? @precedentau #PrecSem
- 93. the team for your next digital marketing mission @precedentau #PrecSem
- 94. digital marketing must match your individual problems and culture because without a custom fit, you are missing the point. @precedentau #PrecSem
- 95. digital marketing must match your individual problems and culture because without a custom fit, you are missing the point. @precedentau #PrecSem
- 96. digital marketing must match your individual problems and culture because without a custom fit, you are missing the point.@precedentau #PrecSem
- 97. digital marketing must match your individual problems and culture because without a custom fit, you are missing the point. @precedentau #PrecSem
- 98. digital marketing must match your individual problems and culture because without a custom fit, you are missing the point. @precedentau #PrecSem
- 99. digital marketing must match your individual problems and culture because without a custom fit, you are missing the point. @precedentau #PrecSem
- 100. digital marketing must match your individual problems and culture because without a custom fit, you are missing the point. @precedentau #PrecSem
- 101. digital marketing must match your individual problems and culture because without a custom fit, you are missing the point. @precedentau #PrecSem
- 102. digital marketing must match your individual problems and culture because without a custom fit, you are missing the point. @precedentau #PrecSem
- 103. digital marketing must match your individual problems and culture because without a custom fit, you are missing the point. 90 experts strategy & research branding & communications user centred design development & hosting digital marketing @precedentau #PrecSem
- 104. digital marketing must match your individual problems and culture because without a custom fit, you are missing the point. 6 sectors membership government education health not for profit destinations @precedentau #PrecSem
- 105. digital marketing must match your individual problems and culture because without a custom, you are missing the point. 5 offices Perth Melbourne London Edinburgh Cardiff @precedentau #PrecSem
- 106. digital marketing must match your individual problems and culture because without a custom fit, you are missing the point. 23 years experience quality stability loyalty results @precedentau #PrecSem
- 108. digital marketing must match your individual problems and culture because without a custom fit, you are missing the point. Find our Precedent group on LinkedIn to find out more about our seminars, share ideas and quiz the Precedent team. @Precedentau for industry trends, tips, seminar info and other insider stuff and tweet today with #PrecSem. @precedentau #PrecSem
- 109. Thank you for coming! @precedentau #PrecSem
- 110. So, what is user experience (UX)? How a person feels about using a product, system or service @precedentau #PrecSem
- 111. UX is not ... Just about interface design Just about usability Just about your users Just about technology Just about content @precedentau #PrecSem
Hinweis der Redaktion
- Good morning ladies and gentlemen, thanks very much for joining us this morning.I’m Danielle Macdonald, and I will be Captaining today’s adventure. We appreciate it might be a little earlier than normal but hopefully you’ve snaffled some nice nibbly bits to get you goingJust a few housekeeping bits before we get startedPlease could you check your mobile phones to make sure they’re on silentBathrooms are located on this floor just round the cornerFeel free to tweet as you listen, the hashtag is PrecSem just like on the screenAnd finally, enjoy!Now, I know that in this room today there’s probably a mix of people who are not doing anything with DM yet but know they should be, people who are doing bits & pieces here & there and a few of you who are doing LOTS and may consider yourselves pros.Today is not so much about walking you through the detail of how to set up a PPC campaign in Adwords or how to set up an analytics dashboard – its more about how to establish a solid strategy for all your DM activities and learning how to pick and choose the methods that will work the hardest for your organisation.
- Good morning ladies and gentlemen, thanks very much for joining us this morning.I’m Danielle Macdonald, and I will be Captaining today’s adventure. We appreciate it might be a little earlier than normal but hopefully you’ve snaffled some nice nibbly bits to get you goingJust a few housekeeping bits before we get startedPlease could you check your mobile phones to make sure they’re on silentBathrooms are located on this floor just round the cornerFeel free to tweet as you listen, the hashtag is PrecSem just like on the screenAnd finally, enjoy!Now, I know that in this room today there’s probably a mix of people who are not doing anything with DM yet but know they should be, people who are doing bits & pieces here & there and a few of you who are doing LOTS and may consider yourselves pros.Today is not so much about walking you through the detail of how to set up a PPC campaign in Adwords or how to set up an analytics dashboard – its more about how to establish a solid strategy for all your DM activities and learning how to pick and choose the methods that will work the hardest for your organisation.
- Why is DM important? And in turn, why is it important to do it right? Well, crucially it offers better return on the price you pay over print, direct, display – any other form of marketing. And that’s because it’s instant, and trackable… which proves its effectiveness.So DM is all that but how do we do it right?
- The custom fit is key. And by individual problems we mean not just the marketing challenges but also the challenges caused by your company’s culture.So today we’re going to firstly look at the challenge and opportunities that digital marketing presents and the impact of culture in your DM strategy & decision-making.And importantly, I’m going to try and show why choosing a few DM things to do really well that match both your problems and your culture is a better plan than trying to do it all.
- I work as a UX Consultant here at Precedent and to shine the light on company culture here I’ve found that working at an agency tends to get you behind the scenes of a lot of different businesses, which is just fascinating.Anyway, we have a client at a big law firm, traditional management, under resourced team, with an under-skilled marketing manager ‘Joe’ who knows the sector but not the techniques. Joe’s problem was he didn’t know how to put together a strategy or business case and so had to deal with requests ad hoc. For example….
- This is what Joe got from his boss on the Monday following his boss’ birthday weekend...
- From a strategic perspective, the request was ridiculous – that same boss had yet to approve their plan to make the site mobile optimised. Didn’t make sense. But Joe the marketing manager didn’t have a strategy or plan to offer instead.And that made it quite difficult for him to respond.So if you’re one of the lucky people who has a boss like this, having a DM strategy will arm you against this sort of culture.
- In this same vein, we often encounter public sector and government clients who are jealous of the marketing teams in private corporations…like our client Tesco who everyone perceives to have unlimited budget and no restraints on what they can do online
- Sadly, in reality, those big brands are often just as held back by head offices and management still used to thinking in old fashioned frameworks. Offline first, online later.
- So we all know what the traditional bricks and mortar approach to expanding your business looks like, right?Acquire more buildings, more staff, and our whitest, oldest executives to hold a pair of giant scissors at the ribbon cutting ceremony.
- But how do we expand our business online wherehaving massive influence and power over users has nothing to do with the physical size of your website?
- So welcome to the internet (as represented by Google for the web 2.0 summit).Where growing in power and influence over users requires military-like tactics to put yourself on the map, grow your presence, expand into new territories and fight to maintain position.
- So hanging onto this military theme, I’d like to introduce four tactics to help you do just that.Who wants to take a pot shot at what these tactics might be?No?They are SEO, Social Media, Pay per click, and EmailIs everyone clear what I mean by these terms? Are any of you using these tactics already? Great… we might come back to you later for a bit of feedback on your experiences if you don’t mind.So lets start with a briefing on each of the tactics before we get into the detail of some specific missions.
- Tactic number 1… SEO: this is all aboutoptimising your online presence so that users you want to target come to you – via search and other websites. What you need to remember:Number one rule: content is king. So this means creating quality and unique content – content that is particular to YOUR organisation. This will require rewriting content to focus on the needs of the user. Lets pretend you own a chair company. No one is going to be searching for the badboychairmax3000. But they will be searching for ‘comfy armchair’.It’s important to increase the number of quality inbound links to your site – focus on quality rather than quality, so this means links from sites that are regarded highly by search engines and that are contextually relevant to your content.You also need to consider the technical side of things – Build +your website templates in an SEO-friendly manner. Search engines are interested in content so you need to semantically structure your mark up e.g. using the standard 1-6 heading styles in your HTML will help, as will separating content from presentation layer by using CSS. Other things that will help : Using meta data fields (aboutness) with relevant keywords & phrases that relate to content ON THE PAGE (not the whole site), not using Flash (its invisible to search engines even with recent improvements)You should be considering SEO when choosing your website or campaign site URLs – does your URL contain abbreviations or acronyms that won’t be recognisable to a search engine or person? does your URL contain your top keywords or phrase?So, coming back to our military theme:
- SEO is like launching an invasion across the internet!To illustrate this another way:
- This tiny castle in the PLAINS OF CONTENT over here represents your website
- (Made it bigger so you can see it)POINT TO THE CASTLE
- This is what SEO looks like. Sending word of your kingdom to other lands to entice those people to come to your kingdom.On to tactic # 2
- Social Media. Itwon’t last, this is arena is fleeting,but it can be life or death in that specific moment.Social Media is like giving medicine and supplies to the villagers of a jungle in exchange for them showing you safe passage to the river.
- We like to think of these as good will outposts.Who knows if Facebook is going to stick around much longer or if its going to be superseded by the next big thing. All the more reason to go in light and agile – curry favour without spending too much money.
- So up here we have our ‘Union of Social Networks’ (point to it)
- And we have our WOODEN FORTS in the Union of Social Networks – you don’t build them to last because that landscape changes quickly.It takes a long time to build a castle. Battle Castle is a tv program that documented the creation of 6 magnificent castles in the middle ages. Crac Des Chavaliers, built in Syria by an elite order of Christian warrior monks in the 12th and 13th centuries. It took them 30 years to build – nearly the same age as some of us here in the room. Then... Earthquake stuck and it was all gone in 7 seconds.When we write social media strategies for our clients we always try to avoid referring to specific platforms in the core, high level strategy, and instead talk in terms of what we want to achieve and with which audience instead of specifically whether it will be achieved with Twitter, Pinterest etc. The idea is that if this is done correctly, no matter which amazing new platform bursts onto the scene the core strategy will still apply to it, and all we have to do is add a new section within the detail of strategy explaining what objectives & audiences we’re going to target with the new platform, and how.(it also means less work down the track because the strategy won’t have to be re-written in entirety )Any question so far?Alright, tactic 3.
- PPC, otherwise known as Pay Per Click advertising: This works best when its targeted and when its used either:To support other Digital Marketing efforts i.e. as a supplement When you have a very specific objective and need a quick turnaround, perhaps for a short term campaign. You might also use PPC when you have a brand new site go live, or perhaps new pages on your existing site, and even with the best SEO efforts its going to take months for it to start ranking in organic search results. Using paid advertising in the meantime can be a great way to drive traffic to your site from search results on the web, and you may even find that once your site is ranking in organic search that you still reap dividends from retaining your paid ads, and simply making them more campaign-based.PPC also allows you to maximise your click-share of searches against your competitors.
- You can consider PPC = Heat seeking missiles!
- If you use Google search (and who doesn’t), you may have noticed that sponsored results (pay-per-click, or PPC, ads) have been taking over more and more of the search engine results page. This is what the above-the-fold results look like for a ‘health insurance Perth’ search. (point to ads)
- There’s are increasinglya lot more options available to you with PPC advertising then ever before, such as:Product listing: In May last year, Google transitioned the previously free Google Product Search into a "Purely Commercial Model." Product listing ads include large images and are automatically triggered if someone searches for a product that’s in your Merchant Centre account.Click to call: Lets users call a business phone number with the click of a button.Bottom of Page Ads: Catch people’s attention before they click to page 2 or refine their search.Mega Site Links: This huge ad format offers up to 10 additional places to click, greatly increasing your chances of presenting a relevant link.Social Ad Extensions: Show who has +1'd your site, which lends credibility and potential name recognition.Remarketing: Allows you to track site visitors with a cookie and chase them around the Web, displaying relevant banner ads until they click and convert.Map/Location Ad Extensions: Display your address and phone number to local searchers, enticing them to visit you faster. Advertise only to customers in your vicinity.Chat Ads: Prompt users to open a chat window with one of your staff members – get those leads while they're hot!Email Ads: Prompt users to provide an email address right from the search result page.Now, lucky last, tactic number 4!
- Email marketing.This works well but there is a catch.Email only works well when it’s TARGETED. This is like the difference between a sniper and someone shooting a shotgun into the air hoping it’ll hit something.
- The key to email is segmentation. You must segment within an inch of your database’s life!Segment by:AgeGenderGeographical locationInterestsEducationEmploymentRecent interactions with you/on your digital presences (Amazon is great at this – similar to your recent purchases/interests.
- So that was your initial briefing on each of those tactics at your disposal to grow your power and effectiveness online
- – but what about customisation? How do you make it work for you? Well we haven’t got all day unfortunately, so what we’ll do after the break is focus on specific marketing problems each of the four tactics are best suited to solve and we’ll also look at the problems that we’ve been given by previous customers and see if we can solve them!
- Before we go to the break I want to talk to you quickly about campaigns – because all these tactics can and should fit within a larger strategy.
- This mission is definitely one to be solved by strategy first.What we’re looking at here is a visualisation of a campaign ecosystem that I suspect looks very similar to that of this government organisationIts actually from Aviva which is a global insurance group, and as you can see they had a very similar problem with lots of disparate presences on various channelsbut if you follow the arrows you can see that the main CTA’s on each channel were pushing the user to another channel but never taking them to the main focus of the campaign (the main or campaign website) or MORE IMPORTANTLY to a clear action to take.
- This, on the other hand, is what the ideal campaign structure looks like, and what we’d suggest the government org looks at creating(Its actually from a car insurance company)More like a wheel with the campaign or main public facing site at the centre Channels like SM, forums, blogs, ads, etc pushing ppl towards main site which contains some nice clear, persuasive CTA’s for the user to takeThis is the kind of thing we help with – the structure, framework, and of course creative idea that pulls it all together
- Campaigns are the only way to market digitally, because without targeting, you’re just paying to spam.
- With that targeting you can target and adapt, so if things aren’t working and need adjusting you can change quickly.
- Hi folks, in the second part we’re going to tackle how to use these digital marketing tactics – with some creative and successful examples.
- The key to all of this is that DM CAN match your culture, your problems and so on because it is designed to be a custom fit. Alight, into the breach once more…
- This section will form the first part of a DIGITAL MARKETING STRATEGY that at the end of the seminar, you can go back to your offices and fill out for your own organisation and then start to action. Fail to prepare, prepare to fail and other such maxims …. Miguel de Cervantes Saavedra was a Spanish novelist, poet, and playwright. His magnum opus, Don Quixote.
- So as we talked about before Tactic 1: Search Engine Optimisation… SEO
- These are some of the more common ‘seo missions’ our clients come to us with:“People know us for x but not y.”“Certain people don’t know us.”“People go to competitors.”“No one knows us. We’re so alone.”I’m going to walk through an example now, of how one organisation resolved some of these questions.
- The RSPCA is a client of ours both here in Australia and in the UK – we’ve done many projects for each of them but this particular case study is from a project we didn’t run.However it is very relevant!PROBLEM: The RSPCA in the UK was known for animal shelters but wanted to be known for training and pet care services
- The RSPCA then searched using the key phrases related to the areas that they wanted to promote - training and pet care services - to find organisations that promote such services where they could syndicate content. The way you would go about this… start by using the Google Ad Words keyword tool to test key phrases – then use popular key phrases to identify what terms to search for. As an aside, there are other keyword tools you can use – some free, some with a cost e.g.WordTrackerKeyword DiscoverySearch Google with those terms to find other, relevant websites suitable for you to link build and syndicate content to. (if you can’t beat em, join em!)Bear in mind that if we were doing a similar task at Precedent, we’d probably do some original research with a sample of YOUR specific audience members first - to see what they’re searching for, and then take that list to the Adwords tool as a starting point. More accurate.Top tip: onsite search analytics for keyword research
- The RSPCA now syndicates content across a range of organisations:A dog training organisation
- A social landlord for council housing
- ...and a travel company specialising in holidays focussed on wildlife and natureYou may not necessarily have to pay to syndicate content, especially if it is relevant to the audiences of that website. You could also consider doing a service swap for example – we’ll promote you if you promote us kind of thing.
- Simon's Cat is an animated cartoon series by the British animator Simon Tofield featuring a hungry house cat who uses increasingly heavy-handed tactics to get its owner to feed it.To build a larger profile for pet care tips, rspca sent an email to simon’s cat creator and he made a little cartoon for them for their holiday campaign
- Result was over 12 million views – for the cost of one email - now nearly 15mil will 14,919,244 views!(lesson here is to find ambassadors who already have an audience)
- Not bad, huh?
- Not bad, huh?
- So going back to one of the first missions of driving more traffic to your website – for you guys we’d suggest doing some research with current members on how they use the internet day to day – do they google topics on housing assistance or NBN opinion pieces for example? If so, sites they use with that sort of information would be logical places to syndicate your content on, and provide links to your site. Don’t forget to think about blogs. Increasingly syndication and promotion via blogs is incredibly valuable. With syndication there’s an opportunity to start putting messages in places where your current & prospective members are looking – also for you create natural alliances with other organisations in the sector
- We also get this one… budget and resourcing is often a challenge.First of all, consider the case study we just talked about with the RSPCA in regards to a way to generate traffic to the site by syndicating content, and using existing platforms to talk about what you do.Secondly, and perhaps most importantly, we would recommend you make sure to pay attention to the optimisation of your website, as you can take great strides – for low or no cost, to help set you in good stead for the long term optimisation of your site.This meansMaking sure you have H1-H6 tags set up in your CMS, and the words are tagged properly, across the key pages on your site.Having an SEO strategyCarrying out technical audits of your site and CMS to maximise SEO winsAny questions so far?Onto Tactic 2.
- These are some of the social media problems our clients have come to us with – I’m sure some of them will resonate with some of you
- This one is pretty simpleGet an expert to write you a SM strategy You really need to work with someone who can understand your audiences, and also has the skill to integrate it with your current marketing strategy so it sounds like this kind of job would be best outsourced unless there is someone in your organisation that can take on a strategic role – and has the clout to get things followed through. This is a ‘big picture’ strategy so it is important the person working on this can see everything as a whole and doesn’t get too stuck on the details – or the politics!Now, example time – making SM work for you!
- Lloyd’s is a big banking group in the UK, and this case study actually comes from a round table we ran at one of our recent seminars which they attended, and told us about. They now have a presence on Facebook, Twitter & YouTube but they use them very differently. Users can’t post updates on their Facebook page and their YouTube channel is focussed on promotion.Lloyds made a conscious decision to use Twitter for customer service – which was contentious at first especially within Lloyds itselfPeople were worried about what would happen if people were silly enough to post their account details on Lloyds’ Twitter page – the security risk that would present.So the biggest change was getting internal buy-in and working with compliance to set-up the rules around it.
- But once they got through that process, they were able to be really quick and agile about responding to customer questions and problems, and the small number of people who did post sensitive information were pounced on immediately and the data removed by Lloyds staff.One of the great results from this strategy was a reduction in fraud because people are able to report phishing scams and be told about protecting their details before it gets out of controlAnd because its mandatory for them to record all customer service activity, they built an API that pulled all the tweets from their account & stored them – which also means they have all that data which they can analyse for planning purposes e.g. Most common complaints etc.What do you guys think?
- I have another example for you here - Who here has heard of As Seen on Screen?They’re know in the industry as the ‘king of facebook brands’ because they’ve cracked how to use Facebook properly – in a way that truly aligns with their culture.
- They have an Army of actively engaged fans – both male and femaleBut what’s interesting is that they only ever target young women – all of their marketing is precisely targeted towards that demographic and it works very well for them. I don’t think we have any retail organisations in the audience today, but the lesson here is that even if you have multiple audience types, if you think about it carefully you may realise that actually only a specific segment/s of them are likely to use SM and to want to engage with you on it.If that’s the case, it makes it much easier to market using SM as you can pick 1 or 2 audiences and focus your efforts on them.
- Now, ASOS don’t just post content from the shop…
- They reward veryactive facebook fans by letting themaudition to become fashion bloggers who then create enhanced content about the products…They have hundreds of these bloggers who are avidly engaged with the brand, and they’ll jump through all the hoops ASOS throws at them for the status of becoming a blogger.
- And the blogs they write,receive comments powered by Facebook! So there’s a couple of lessons here – the first is if you’re trying to build a community in SM, make the incentives or prizes relevant for the people you’re targetingAnd the second (which is really true for any digital product whether a website, SM presence or email) – try to make sure your users never run into dead-ends – keep the journey going whether its integrating SM comments into your site like ASOS does, or simply thinking about what extra, relevant information you can give your audiences regardless of whether they’re looking at a web page, app screen, marketing email, PPC ad etc – could just be some clear contextual links or calls to action for related info
- Another nice example is what to do when social media hates you? (I’m not going to talk about what not to do! There have been plenty of spectacular examples of that recently!)Cairn is an Energy company and a client of ours – they’re actually one of Europe’s largest independent oil and gas exploration and development companies – they supply oil to BP etc and are incredibly wealthy BUT NOT PUBLIC FACING – most people have never heard of them.They were the first company to drill in a particular area of the ocean that GREENPEACE took offence to…
- So Greenpeace filled their offices with polar bears and launched a full-scale protest against Cairn on all comms channels I don’t know if anyone here follows Greenpeace on Facebook, but I do and I have to say their communications are actually incredibly organised and sophisticated – they have a big team of people who coordinate campaigns like these and in particular the digital channels – and they’re very good at it – we’ve often used them as examples of social media best practice in previous seminars
- We did a quick analysis of the situation which revealed the best course of action was to target responses only to Cairns’ actual audiences & stakeholders (who are limited) and to wait for the Greenpeace pressure to switch to the next company to start drilling. Was particularly good advice because Cairn only had a handful of people on its comms team but to respond directly to Greenpeace would have looked like the big bad corporation lashing out (david and goliath) even though Greenpeace actually has thousands of active supporters to rage full scale comms war.And it worked – Cairn reassured it’s small number of audiences & stakeholders and it wasn’t long before Greenpeace switched their focus to a new target.
- So, what PPC missions do we get… “We’re about to do a launch.”“We’ve got a market to fill.”“We need aggressive SEO.”“We have a specific problem.”
- Here’s some more specific paid advertising missionsRecruit new membersBack to RSPCA example – engage with current members, find out what they’re searching for online, use Adwords tool to find other similar, popular phrases, then:1. Create PPC ads to be shown whenever users search for those phrases Copywriting must be targeted, succinct and have clear CTA’s – give ppl a reason to click on the ads incorporate the keyword/phrase in the ad if you can – makes it more likely ppl will click on it try to take advantage of the new suite of ads available e.g. If you can only take Victorian members, only show the ads for users in Victoria who search for those key phrases Consider using the live chat ads, email ads or click to call ads – you could even go all out and look at creating your membership product as a Product Listing ad, or a Mega Site Link ad where the links are all member benefits/resources, preferably related to your top keyphrases2. Google those key phrases and find relevant organisations that you could try to partner up with (because your offering is relevant to their audiences) and enlist them to help you recruit3. Google those key phrases and find websites suitable for you to build links to & from, and syndicate content to – WHICH HAS CTA’s that take people into the membership registration processAnd as for the Fundraising problem – have a look at this example
- StockholmsStadsmission helps the homeless of Stockholm. They need to get their message out without media spending.
- Their website is purposefully ugly (and they had no budget!). To inspire blogs and sites to supply free media space, they created a collection of homeless banners in need of shelter, available on hemlosabanners.se (they’re still live if you want to go have a look – grab the URL off us after the seminar
- Once embedded, banners would display how long they had been hosted, and by whom. They also developed a warmer color the more clicks they received and the longer they were hosted. All clicks led to StockholmsStadsmission's donation page.
- Word was spread only through existing supporters and staff through email and social media
- Here’s an example banner
- Here’s one that has had a few clicks and is started to get warm
- And here’s another that’s had LOADS of clicks and is nice and hot!
- * 415 participating sites * 36 million impressions* 300% increase in donations compared to the same period last year.
- And… for the very low cost of creating the embeddable banners!
- Renew subscription Tailored content – we’re dealing with existing members, so we should know quite a lot of info about them – if you can, use the data you have already e.g. Age, job, what they’ve looked at on your site, interests Clear CTA’s in the email – stripped down, no news, purely focussed on WHY they should renew – what benefits they will get or what they’ll miss out on (tailored to their profile) – nice big bold CTA buttons/links Consider device they will likely read the email on – smartphone, tablet, laptop – if you’re using an email campaign tool that gives you that sort of data from previous mail outs use it – also look at your web stats to see how many people are viewing your site on mobile devices and if you can work out whether they’re existing members or not – use that info to tailor the email layout & format to the most likely deviceThis links into email format – consider mail client – plain text version essentialEmail Click through rateFirstly, segment your audiencesThen work out best times of year to contact them and what they’d be the most interested in at that timeLEAVE THEM ALONE REST OF TIMEIf you can, allow users to personalise their email settings on your site (maybe even conduct an email campaign around getting them to do so or use an incentivised CTA in your registration process to encourage people to do it them)Be realistic about the amount of personalised content you can produce and how many times a year – it takes time & effortFinally same advice as above – stripped down emails containing ONLY content you know that audience is interested, clear CTA’s, news only if relevant, consider device etcAlso – try to use images & video – relevant, interesting, ppl often more likely to click on them than textFinally consider integrating comments from social presences (if you have them) into your email – encourage people to click through to those conversations & give their opinion
- Our next example if from The Alzheimers Association. This focuses on reaching their target demographic via email. The AA in the UA decided to target the Spanish-speaking demographic during Alzheimer’s Awareness Month but had no Hispanic/Latin people in its existing member base, despite it being one of the biggest demographics in the US population.
- They wanted to approach Univision – largest Spanish network online – but needed a hook. When would users on Univision be most sympathetic and open to supporting Alzheimers??
- …when they’ve forgotten their own password!
- Alzheimer’s had Univision add this piece of text to the automatically generated password reset emails
- (Without any media spend whatsoever)Segmentation really importantA uni we’ve been working with recently doesn’t have sophisticated email campaign software or database segmentation softwareAnd thought they couldn’t do anything other than send out mass emailsWe advised them to do it manually with the data they do have e.g. Postcode tells you where they live geographicallyWhat subjects they’d said they were interested in in any previous interactions with the uniHow old they were e.g. Likely to be prospective UG vs PGThese influenced CTA’s, so for example persuading people who live close to come to info sessions, but sending people who live a long way away to a recruitment site and suggesting they come to the annual open day
- For SEO…(Left to right) Techie to check code for spider traps, SEO specialist to figure out keyphrases and find opportunities to link build and syndicate, strategist to set business objectivesFoot soldiers to follow plans by building links, syndicating content, cleaning code, etc.
- Now you can launch an invasionhttp://logolitic.comhttp://www.123rf.comcrazygalcostumes.com.au
- For Social media your SEO specialist is replaced with a creative who’s good at thinking up fun, engaging ideas, andFoot soldiers replaced with ordinary staff who are conversational
- Now you can build your outpost
- For PPC and Emails…Techie to build the ads, Strategist to set goals and business objectivesDesigner to design the ads and a Specialist Copywriter
- Now you can launch missiles at your targets
- Or you can take out target a specific audience segment with sniper-like efficiency
- And if you’re missing one of these roles in your organisation…
- That’s where we come in!
- We’re a team of 97 now – in fact I think it is more than that now!
- These are the 6 sectors we focus on, giving a narrow and deeper approach rather than more broad and shallow
- We’re based in 5 location across Aus and the UK
- We started over 23 years ago by Paul, our Chairman and Founder
- And here are some of the clients we work with
- So we should now have a few minutes available for any more questions you’d like to throw at us, or if you’d prefer to have a private chat we can certainly do that afterwards.TAKE QUESTIONSAny more? No, well in that case, we just have one more small thing to ask of you before you head off for the day – on your seats there are some feedback forms and we’d really appreciate it if you’d take a few minutes to fill them in...We genuinely do review them after each seminar and use the feedback to improve future ones. So it’s immensely valuable.
- So that’s all well and good, but one important thing we haven’t touched on yet is User Experience, or UX.It ‘s something we consider with literally everything we do, and digital marketing is no exception.What we’ve got here is a simple definition of UX - how someone *feels* when they interact with your product, system or serviceOur context here is online – and most of you may already think about how your audiences *feel* when they interact with your website, your mobile site or your apps - but how about how they feel when interacting with your PPC ads, the SEO-optimised content on your site, your social media presence or your marketing emails?And of course how someone *feels* is pretty subjective, right? There’s a huge range of emotions at play, everything from delight to frustration and everything in between. Then throw in context of use, which is pretty much different for everyone – so we’re talking different characteristics, environments, technologies.A person, different people, with different backgrounds, using websites and apps from home on a desktop or an iPad, at work on a laptop, on a phone at the bus stop.Are they a first time user, frequent or infrequent repeat user, how are they influenced by others. So on the surface a pretty simple statement, but kind of mind boggling once you really start thinking about it
- Sum of many partsAt Precedent we advocate a holistic approach to user experienceWe consider the user experience from end to end, and so should you when you’re planning & implementing your DM campaigns – because they don’t start and end JUST on that social presence, or that marketing email, or on that paid ad – generally people are being funneled through to your other digital products like websites or appsAnd one of the most common mistakes organisations make is they do All THAT WORK to get people to their website via DM – only for the process to fall down at that point because there’s no clear CTA or next step for them to take.Another common mistake people make is not knowing their audience, or trying to target all their audiences at once and usually failing miserably – this is where the creation of personas (or pen portraits that represent each of your audience groups – their background, motivations, tech ability, sites they use etc) comes in really handy – preferably created at the start of your campaign planning with input from actual audience members
- So taking this slightly further, here’s a diagram of the UX cycle - its something that I’ve used over the years to help formalise my thinking about the user experience.I like this because you get a sense of progression, or journey around this virtuous circle The experience begins with Visibility, and this is where DM is at its strongest - social media channels, search (organic and paid), email blasts – grabbing people’s attention Orientation: enable users to rapidly build a model of the goals and tasks they can complete via the site, app, social media presence, email – so e.g. Clear contextual links, user-centred IA & design - is there a common thread between the CTA from your campaign & where they land on your digital product?Interaction: rich but easy, supports goals and tasks, delightful – designing for the inbetween moments – how do people complete a task? Must be as easy & persuasive as possible. Think about a conversion funnel – sign up for something, buy something, reduce opp to link out to other stuff, focus on task at hand. Get them into the funnel and reduce distractions – example here is a charity site that’s completely focussed on getting users to either donate money or register to volunteer their time – and makes the process to do those things as simple as persuasive as possible.Extension: once completed task at hand, what can you upsell, cross sell, lead the user into or integrate with an app – e.g. cross-selling from a DM campaign once you have gotten users to the site/app/social presence e.g. Red Cross ‘blood signal’ campaign encouraged us to not only sign up ourselves, but to share it with 50 of our friends & relatives & encourage them to as wellRetention: if we’re trying to capture data then is there some form of progressive engagement we can employ? Campaign is to get new customers/members/volunteers – how do we keep them engaged with us and learn more about them?Reputation: execute well on each of these = positive UX - social media very good with this, how do ppl share their pos experiences e.g. Water cooler etc, much easier to share online - conversely, if not doing well it has never been easier to share negative exps (my Dr Schwab example)And positive UX increases visibility for potential new customers …
- In 2011, we were invited in to pitch to Cardiff University, a top ranked university in the UK – part of the Russell Group, which is the equivalent to the ‘Group of 8’ here in Australia.Our task was to pitch a campaign for Cardiff’s UK undergraduate recruitment campaign.And one of the questions we had to answer, was how do you market to this?
- Or this…
- Because this was exactly what was happening the week before we went in to pitch.The sentiment in the education sector was one of fear, uncertainty. Universities and the marketers within were asking themselves how do we reach behind this mob to appeal to the good students, how do we market to them? How do we market to those who were in that crowd?
- As I’m sure many of you may well be aware, that was the tuition fee rise for UK university education.There were various policy changes that included tripling tuition fees for students – met by huge backlash.This was exacerbated in Wales, where Cardiff is located, by the fact that there was a big reliance on UK students coming into Wales - which needed to be maintained.
- Focusing in on Cardiff University, they knew that they were about to do what most other universities were about to do – which was to rise the tuition fees in line with new policy, making the landscape change even further.Cardiff had huge amount to lose, their Director of Strategic Development Louise Casella described it to us as their “now or never moment”.Attitudes within the university were beginning to separate between recruiting UK and Wales students in line with the difference in fees that both students paid, and Cardiff needed to change that.When we were brought on board, we felt like we weren’t gearing up for marketing campaign, it felt like a battle. Especially in regards to tactics, and we had to move fast as budgets were approved late by the stakeholders at Cardiff to give us the go-ahead.
- For that reason, I want to use the Art of War as an analogy, as that’s how it really felt when we were putting the plans together.
- So when we go through the campaign, we’ll be applying it to the 5 themes in the art of War – listed here.It helps to put the campaign in to context, and hopefully allow you to take that information and begin to apply it in your own institution and into your own campaigns, be it for recruitment or fundraising.
- So, starting out with the mission.
- The campaign objective that we set with Cardiff University at the campaign kick-off was to to maintain the recruitment levels of AAB grade students.Behind that sat another series of objectives for the university internally, which was to move away from corporate style comms to student comms, and to move towards digital. In addition to that, the campaign team at Cardiff really wanted to move away from disparate university comms from schools and faculties, to draw things more centrally – an issue that I’m sure many of you face in your own organisation
- So, who was our target?Well, we wanted him.The Frederick of this world, with top marks.
- However, we also wanted to attract people like this. These top students, from outside the top schools. As part of our targeting these AAB students, there were two subsets – the Frederick’s as we just saw then, and the Laura’s of the world, like we see here.This was part of the campaign brief, partly down to the strong social justice movement in the education sector that focused on not excluding people from certain demographic areas, Cardiff University were looking for that spread of students from more privileged, and less privileged backgrounds.What we did here at Precedent was look at what these two types of student had in common. They were both ambitious, bright, both creative, both studious, they have big ideas of what they wanted to do with themselves and the world. And those are the attributes that we had in mind when we started to build into our planning of the campaign and how they were going to participate in the various campaign activities.
- So that was the Mission, and we now move on to the climate…
- In terms of the competitive landscape, The university needed english students. However, Cardiff and other Welsh universities were seeing English universities poaching welsh students, as welsh students fees were subsidised by welsh government, this led to increased competition locally in the targeting of Cardiff’s market.
- In terms of behaviour, we’ve seen them already.However, we also knew there were pockets of good students with their certificates.These pockets of students had their fill of marketing speak, of being talked down to by universities saying ‘if you’re lucky enough’ ‘if you’re privileged’‘We’re going to do very little to attract you, students, but we will
- Show you pictures of nice glossy stock photos of happy students and we’ll pretend its them talking to you’ When in reality it was a bunch of 30 year old marketing folk talking to them.We knew this wouldn’t work when looking to target these audiences, and we knew that Cardiff’s website for instance
- Wasn’t going to cut it if we needed to move away from that stale corporate marketing speak.So, thinking back a couple of slides to the stock imagery photos of students – if we realised these aren’t real students, then what do real students look like?
- This.And this, is hard to put on a homepage like this…
- Especially when it’s a Russell Group university with prestige.So the question was, how do you get this person
- Who is talking to people on peer-to-peer forums, influencing them on sites like The Student Room
- To be influenced by a university, without sounding like a bunch of 30 year olds talking to 17 year olds?So, that’s the climate…
- Moving on now to The Ground
- Cardiff University was a selective place – they had good outreach, if you’ve got good grades, you can come. Resourcing had been reduced over the last few years as it was doing a great job attracting it’s target audience with traditional marketing.However, that got turned upside down with the landscape changing, and this was coupled with social media becoming the key marketing channel that it now is.Traditional marketing at Cardiff and the need to go digital
- So, Cardiff’s open days were great, their academic schools were doing a great job, but everything was a little bit all over the shop, and not very coherent
- Jumping back to their site, they had a very restrictive web presence that was dominated by dense text on landing pages and a traditional brand.And that was The Ground
- So, getting to the Leadership.
- Cardiff Uni knew its audiences and had the resources, Precedent know the sector and the technologyWe took all of this information about the audiences and all the data that Cardiff had, and combined it with our knowledge of the sector
- And we came in and we pitched an idea, and this is the front cover of the proposal document, that we titled ‘bait for smart people’ – so that was the behind the scenes title because we knew if we wanted to capture the clever people and entice them and get them to join voluntarily, we needed bait.
- From there, we started to flesh out ideas which grew into action plans for social media, the web, print, email, and events – all integrated as one campaign
- So, moving onto The Method
- We knew a key factor in the success of the campaign was to have student generated content – students talking to students, we wanted to give that feeling of the learning about the university from the insideWe wanted to be able to deliver this content across all channels digitally, as we knew, as I’m sure you do, that this is the most effective channel for that demographic
- We began by creating a campaign microsite, designed responsively to scale automatically depending on whichever device you viewed it on.When we created the microsite, we didn’t just want another campaign site – it needed great content – so we created a content strategy, giving Cardiff article suggestions such as reviewing gigs, attractions, what’s on in Cardiff that weekend.As well as content, and the creation of the Thrive brand, we needed a reason for people to go to the site. We needed a hook.
- Scholarship for life. One student would win at the end of the campaign, a free scholarship to study as many times as they wanted, for life. This was pushed out through press releases, email newsletters, seeded socially.Created an online scholarship competition, publically run, with different challenges – all academically focussed. We created loops for students who got cut at each round to push them back to the site to see how the competition was progressing and find other interesting information, until they started to realise that actually the content was great and they wanted to read more.There were 4 rounds of challenges:1 – was about the students who’d entered to find answers to academic questions located only on Cardiff’s websites, so they couldn’t just Google the answers2 – was about us connecting them to Cardiff’s social networks through questions set by the university, to then be able to keep them engaged across that medium3 – showcasing being a creative individual4 – was getting them to the university for a live final debate in which they had to presentOne of the keys to making sure that the challenges were academically rigorous enough to reflect the prize. Part of this meant we had to work extensively with the Cardiff campaign team to help bring the schools on board, overcoming internal stakeholder issues.
- Social was integral to the campaign. Specifically Facebook, but we knew that for our target market that it wasn’t right to set up Thrive FB page to say hey ‘open day coming up’ ‘hey, what subjects do you like’ - as we knew that it would fall flat on its face like a lot of other corporate communications does. We knew we had to get actual students communicating them. Subscription functionality just introd by FB which allowed following content.So we helped Cardiff handpick 10 students who were to be ambassadors – gave them content advice, privacy training – key thing never told them what to post apart from specific questions as part of the challenge for the competitors to answer.We had no idea how it was going to go, didn’t know if people would subscribe, or ask inappropriate questions.It worked – on average each student had 200/250 followers – and they were engaged. People were asking appropriate questions about the experience of being a student there ‘whats the shopping like’? ‘whats the union like?’Although the prize was handed out back in May, and the competition is over, the insiders are still being asked questions and have followers – that screenshot there on the right was taken last month, and is actually Cat, the girl in the close up smiling picture we saw earlier.It then became a conversation between students and perspective students about Cardiff University and what it was like – creating a feeling of having an an older brother or sister already at Cardiff. We wanted this older brother / sister feeling, as when we ran a series of focus groups, engaging with students to find out their motivations and pain points during the recruitment process. One of the things we asked was why did they choose Cardiff? Most because they had someone already there that were able to give them inside information on courses, living, all the sorts of things that weren’t in the corporate information – and that’s exactly what we did with the Facebook students.
- Jumping over social networks to twitter, we had a content strategy but also wanted to explore YouTube, so the third round of the competition was about the competitors explaining why they should win the scholarship for life. What was great about that was it gave us a huge amount of content, open and available on the Thrive YouTube channel.It surfaced some pretty average stuff, ‘hey this is me and my friends, we like to party’ – but this stuff sunk to the bottom, and we had some truly fantastic stuff. There was one girl who’s video included an amazing illustration. So good that she won the round, and although she didn’t win the overall competition, Cardiff University have now employed her to do commissioned illustration work
- We saw these personalities coming through in content and when they came – people using music, all sorts of stuff.What was interesting was something we came to pick up on, especially when the finalists came into the university for the final, which was when they were asked why they wanted to come to Cardiff, the response was, ‘we want to meet like-minded people’. That like minded came up again – and this was from 6 final students who were all from very different backgrounds and subjects coming together and felt like they fitted, by speaking with each other.The key things to take from this method portion – this is what we needed to create to get the attention of the target audience amidst the public issues and policy changes. The lessons learnt from Thrive are in play across the university now. We’ve developed this with Cardiff so that each school now has an online hangout with perspective students to facilitate conversations between themselves and the school, all through the medium of Facebook.It’s easy to think ‘we can’t afford to give away a scholarship’ - but what’s needed, and this is the key, is an incentive that matches the action that you’re trying to get that person to do. And it has something to do with the unique qualities of that audience that you’re targeting.I know that schools within the university have done smaller version of that now, and the trick is not to use the awful marketers trick of giving away a free iPad, but to build engagement with the target audience – tell a stoary where they are the characters, and in doing so you’ll keep their curiosity to then convert then to do what you want them to do. Not by giving away free iPads!
- One of the things you’re bound to ask us, was did it work?And the answer is, well, yes.
- First of all we have some good headline media coverage and celebrity endorsement – as you saw Stephen Fry tweeted it and a number of celebrity honorary fellows.
- It took some stick from some areas of the press but that wasn’t really the point – it wasn’t aimed at a 40 year old journalist in London, it was aimed at 17 year old students. And believe me, they loved it.Infact, there was a lady that responded to a leading education column in the UK by saying that she was sat in her Russell Group office sneering at this crass X-Factor style approach to university recruitment, her 17 year old daughters and her friends were texting eachother asking ‘are you going to go for it?’Who did we care more about? Yes, the 17 years old – our target audience.
- So, the bottom line is did it work with the figures?Well national applications were down 7% and Cardiff was down 4% - it was above their competitors average
- So, Thrive is now the permanent UG recruitment brand, allowing the seperateness of the student voice in that brand.Huge plus is we’ve helped bring the other schools on board, and that admission tutors and others understanding that marketing is a
- One of the other things it’s done is inject a bit of humour into the day – we introduced the dragon mascot which people loved taking pictures and tagging themselves in it and sharing on FB – this was about driving offline activity online to create a lasting and powerful comms channel in the form of Facebook and twitter.One of the things we did was create a landing page for the Open Day to create a stream of activity pulling through from the photographs and events during the day from Facebook, creating a live feed for people who couldn’t make it on the day could still see what was happening.
- To anyone who questions the value of social as a part of driving ROI is this screenshot we took of the open day who shared the photo they had taken with the dragon, exclaiming “Lovin Cardiff. Was ruddy ardderchog!’ – which I’m reliably informed is welsh for ‘excellent’ – I hope! 12 people liked, and all the comments. This created engagementSM is about getting people to share their content, not you share yours.