Friday, September 24

INFOGRAPHIC: Millions of People Give Feedback Every Day. Are You Listening? Responding? from @MindshareVoice #custserv

Social media is all anyone seems to talk about lately. Many people see social media as a fad, or just a venue for people to vent. Other people view the open-ended comments found on social media sites as the “future” of customer feedback.

The reality of social media is that it is changing how we talk about experiences. It used to be that we would give “real-time” feedback by sharing stories about what we remembered. As technology advanced, the gap between when something happened and when we could tell our friends began to close. Social media now allows us to talk about what is happening at this very moment… in real time.


Thursday, September 23

Social Networking Shows Explosive Year-Over-Year Growth. @BrianSolis shows reasons to engage your customers online

Twitter is quickly becoming the lens into all that moves us as individuals and also as a global society. Twitter has become a human seismograph, measuring and broadcasting the pulse of not just the Web, but also world and local events. News no longer breaks, it tweets. In many ways, Twitter's openness creates a new genre of digital anthropologists, sociologists, and ethnographers. Twitter users reveal the state of all things captivating attention and inspiring action, all in real-time. As new found social scientists, we learn everything.

One such study recently captured and articulated that State of Twitter in the United States. Edison Research and Arbitron Internet recently surveyed 1,753 Americans age 12 and over to peel back the layers of fervor and hype to reveal the very people using Twitter and defining a new era of communication.


According to Edison, Twitter's awareness exploded from 5% in 2008 to 26% in 2009 to near ubiquity at 87% in 2010. Of course this is due in large part to our near rabid obsession with the service mainstream media, businesses, even local shops and services, incessant advertising of Twitter through front-facing pleas, "follow us on Twitter!"

If metrics provide a baseline for appreciating Twitter's rapid journey to recognition, the study compared Twitter's stature to one of the largest social networks in the world. Off by a sliver of 1%.

Twitter is becoming a household brand, it just now has to work toward earning a position as a household service, something Facebook is currently reveling. At almost equal recognition levels, Twitter trails Facebook in actual usage by a staggering 34%.

Twitter Usage

Twitter recently hosted Chirp, its first conference where it revealed that it hosted over 105 million registered users. According to Arbitron and Edison, Twitter usage currently stands at an estimated 17 million Americans.

Twitter Activity Secrets Revealed

Twitter recently announced users were tweeting upwards of 50 million times per day at an average rate of 600 tweets per second.

Previous studies have shown that a small percentage of the overall user base is responsible for the greater volume of total tweets. In the new Arbitron and Edison report, we're introduced to five specific segments of "Tweeters" (I'll name them to make it easier for future reference:

  • Broadcasters (Several times per day)
  • Commentators (At least 1x per day)
  • Contributor (at least 1x per week)
  • Neutral (At least 1x per month)
  • Inactives (Less than 1x per month)

Twitter Demographics

While the following demographics reveal the segments of people using Twitter, as marketers, business professionals, and brand managers, pay closer attention to the "interest graphs" interwoven within the network. It's how Twitter is basing its advertising architecture and its focus on psychographics over demographics is aligned with the dynamics of social media in general.

In the "Age of Social Networks," the average age of a Twitter user was revealed as 39. Now we learn that 38% of Twitter users are age 35 and older with the greatest concentration of users falling between 25 to 34. And, as we already know, in Twitter, Social Media, and now mobile social networking, women rule.

Examining the composition of ethnicity in Twitter brings to life the richness of diversity, but also its assemblage of core groups, mainly White, African American, and Hispanic.

Twitter Users are $chooled

Education and income levels naturally factor into the focus and segmentation of how businesses connect with distinct markets. For some, the desire to reach educated individuals with greater levels of discretionary income is paramount. It seems that Twitter is a network that caters to the well-educated as well as those with higher household incomes.

Twitter is a Mobile Experience

One in four users actively access Facebook from mobile devices. That equates to roughly 100 million users, which is for the time being, far greater than the total number of all Twitter inhabitants. Perhaps it's part of the engineered simplicity. Whereas 25% of Facebook users are mobile, almost two-thirds of Twitter users are comfortable accessing the service via their mobile phone -- thanks in large part to the brilliant array of third-party applications available by popular developers.

Twitter is an Exchange for Products and Services

For companies seeking to engage prospects, customers, and influencers in Social Media, Twitter is a goldmine. 42% stated they wish to learn about products and services and 41% already provide opinions about them. Many updates in Twitter related to products/services are indeed questions about experiences. 31% of those polled admit to asking for user opinions. Here's where businesses also need to pay attention. 28% of users polled are seeking discounts and offers. 21% claim to purchase products and at the moment, 19% are taking to Twitter to seek support.

If You Tweet Away, I Will Follow...

For businesses looking to engage in the conversation, Twitter is proving to be a means to connect the dots. For those brands that can effectively listen, respond, and also spark clicks to action, they will weave a rich network of invaluable touchpoints for customer acquisition and retention. According to the survey, Twitters users are more than likely to follow brands in companies at profound levels when compared to other social networks. In Twitter, 51% responded yes whereas 84% responded no when compared to all social network users.

And So It Continues...

To leave you with one last point intended to convey the preponderance of social networks. The adoption of social networks is soaring across every demographic at a minimum of 10% with some as high as over 20% between 2009 and 2010 alone. Don't expect that steep incline to taper any time soon.

Brian Solis is the author of Engage and is recognized as one of most provocative thought leaders and published authors in new media. A digital analyst, sociologist, and futurist, Solis' research and ideas have influenced the effects of emerging media on the convergence of marketing, communications, and publishing over the years. Follow him on Twitter @BrianSolis and follow his work at

Related Stories:


Innovation, Technology, Leadership, 2.0, communications, Marketing, new, online, PR, pr 2.0, public relations, set, social, social capital, Social Capitalists, social media, tech, tech set, Web, web 2.0, twitter, Chirp, Twitter Inc., Facebook Inc., Science and Technology, Technology, Internet


Monday, September 20

I'll be speaking at unGeeked e'lite in Toronto Oct 28-30 with @JasonFalls @sexythinker & more! Join us? Save 10%

What is unGeeked e'lite?

unGeeked e'lite is not a conference, it is a "social media retreat." This means more interaction, going beyond connecting and creating bonds with keynotes and presenters. You are encouraged to participate in the discussions and share your thoughts.

Retreats are designed to make you think about your company's vision; develop, inspire and motivate teams, and teach you how to build a community of loyal clients and consumers who depend on your promise of value.

Come and join us?
RSVP today and SAVE 10% using THESOCIALCMO at

Friday, September 17

Thank you @JessicaGottlieb for the first review on my new book: Facebook & Twitter For Seniors For Dummies

5.0 out of 5 stars The Perfect Guide, September 16, 2010
By  Jessica Gottlieb "Mommy Blogger" (Los Angeles, CA)
This review: Facebook and Twitter For Seniors For Dummies For Dummies 

"I consider myself to be well versed in Facebook and Twitter and the etiquette for both. What I am not capable of is explaining it to my parents. I got this book today, and it's the perfect tool to introduce seniors to the social web (sorry mom).

The chapters are well laid out, with great examples of lingo that I (as a heavy social media user) take for granted.

If your mom doesn't know a DM from a status update, just buy her this book. It's really terrific. Also, Marsha mentions that as we age we are less mobile. This could be very liberating for someone who can't get out as much as they'd like to."

If you think your Mom, Dad or Grandparents might benefit from the book as well, you can find it here (It's in LARGE print)

Here's some info on the book, it's a fun and easy social media guide for the over-55 set

  • People over 55 were the fastest-growing user group on Facebook in the first half of 2009, and they’re flocking to Twitter at a faster rate than their under-20 grandchildren. From basic information about establishing an Internet connection to rediscovering old friends, sharing messages and photos, and keeping in touch instantly with Twitter, this book by online expert Marsha Collier helps seniors jump right into social media.
  • Seniors are recognizing the communication possibilities of Facebook and Twitter and are signing up in record numbers
  • This plain-English guide explains how to get online, set up a Facebook profile, locate friends, post public and private messages, share photos, create events, follow local businesses and friends on Twitter, create a blog, play games, and more
  • Marsha Collier explains every step with the same friendly, comfortable style that has made her eBay For Dummies books bestsellers

Facebook & Twitter For Seniors For Dummies supplies everything seniors need to function confidently on these two social media platforms.

From the Back Cover
Get steps and advice for connecting with friends on Facebook and Twitter!

So you've decided to find out why all the world seems to be into social networking? That's great! Let this book be your guide to setting up Facebook and Twitter accounts, catching up with old friends and making new ones, communicating with the grandkids, avoiding shady characters, foiling identity thieves, and maximizing your online experience!

  • If you're starting from scratch — get advice on buying a computer, setting up Internet access, and establishing an e-mail account in Part 1
  • Face the world on Facebook — create your account and profile, upload your photo, set privacy controls, and explore your home page
  • Reach out and find someone — learn how to search for friends, send friend requests, chat, and retrieve private messages
  • Fun and games — join groups, play games, and create events
  • All a-Twitter — set up a Twitter account, learn the shorthand, find people you want to follow, use hashtags, and create lists
  • Intermediate social networking — find places to share photos and videos, read movie and restaurant reviews, and contribute your opinions
  • Venture into the blogosphere — try your hand at blogging
Open the book and find:
  • How to find your friends and family on Facebook
  • Suggestions on how to build your Facebook profile
  • Facebook privacy tweaks so only your friends can see your profile
  • How to post photos and send private messages on Facebook
  • Tips for condensing your thoughts to 140 characters for Twitter
  • Sites that review restaurants, rate hotels, and recommend music
  • Where to get Web-based e-mail for your social networking

Learn to:

  • Get a Web-based e-mail account and sign up on Facebook
  • Update your Facebook profile, find friends, share photos, and post messages
  • Share quick thoughts with your friends using Twitter
  • Find the best sites for dining, travel, and music recommendations

Tuesday, September 7

What fun! "Marsha Collier AKA the Tweetinator" Thank you for the mention @KatsKloset Women

Just saw this fantastic photo where one of my favorite Women Entrepreneurs, Marsha Collier, is featured in a recent New York Times article about Technology. Isn’t it just FANTASTIC!  I love this – you go Marsha. Of course, I’m prejudiced because the photo brings two of my favorite things together – I’m a big fan of Marsha and I ADORE ‘The Terminator’ movies with Arnie :) What do you think?

Marsha Collier

Here is the Marsha section in the article:

Still, wariness about broadcasting one’s location extends to city dwellers, too. Marsha Collier lives in Los Angeles and writes “For Dummies” books on technology. She uses Whrrl and Foursquare as a way to share information about her life with her online fans and followers — but instead of checking in when she arrives at a place, she checks in as she leaves, to avoid alerting people that she is away from home.

“If I’m going to go work out at the gym, I’ll check in on my way out,” she said. “That way, you’re going to be home soon, so your house won’t be unattended for a long time.”

*** original photo taken by Jamie Rector for the NYT, the “adaptation” was by Ty Sullivan


Monday, September 6

Bling Your Bra for Breast Cancer Awareness month

"Bling" your bras and donate them to help raise money for breast cancer awareness and research during the second annual Bling My Bra campaign. If you don't want to bling a bra, you can purchase a one-of-a-kind bra during October, (Breast Cancer Awareness Month) to benefit the Susan G. Komen For the Cure organization.

If you'd like to design and  donate a bra, contact Bling My Bra and mail their decorated garments so volunteers can list the items and auction them off through eBay Giving Works. Participants are encouraged to e-mail the organization with a two-line bio, photos of their creations, the name of their bras and a description of the items to be used in the listings.

"Bras can be crafted out of whatever strikes your fancy, using a plain bra to build upon," Bling My Bra notes on its site. "And you can make more than one."

Last year, (my creation pictured below) there were 41 bras, one CD and a pair of SwitchFlops up for auction, raising $3,000 for cancer awareness and research. This year, the organization hopes to double that number and reach $6,000.

"Last year's response was fantastic," says Betsie Bolger, a spokeswoman for the campaign. "We had a great cadre of volunteer artists and designers, who created a bra or bras for the campaign, plus quite a number of other supporters, who submitted ideas for bras so that we could have one of our volunteers craft them. They also made financial donations and in some cases even autographed various bras. We even had a few celebrity contributors, including Marsha Collier, author of the best-selling eBay For Dummies series and Jim 'Griff' Griffith and Lee Mirabal, hosts of eBay Radio."

eBay CEO, John Donahoe also autographed a piece, which garnered lots of attention and several bids, she notes. But for buyers, it was more about helping the cause than getting a blinged-out bra.

"Some of those who won bras even told us to keep the bra so we could auction it off again," she notes. "It's really exciting to feel that your efforts have helped to make a difference in the world."

For more information, visit, or find the campaign on Twitter @BlingMyBra or Facebook.

Thursday, September 2