The five questions small businesses need to ask about social media marketing
Jan 7th
I’d like to start with an excerpt from a a recent Gregg Morris post. This is an email from one of his associates, expressing frustration at an inability to convince small businesses to engage in social media marketing:
Social networking is making zero inroads into any of the businesses (SMBs) we have visited and interest in “mining” those networks is similarly zero. It’s not that they are rejected as future possibilities, but rather that SMBs haven’t time for it, since they sense the costs far exceed the benefits … The facts are the facts – SMBs are still the same as they always were: overworked, scratching for dollars, but now fighting even harder for market share. They are competing not just with local competition but also with online, distant suppliers and, of course, big box retailers.
To the point: Joe average – architect, restaurant owner, retail store – are not stupid, nor are they unaware of the need to handle their customers better. All I see … is the same, stupid Social CRM Expert-type of messaging. A bunch of esoteric bullshit skimming the surface of the problem, with no real solution offered. Everywhere I look, they all say the same thing: “You have to communicate with your customer…”, “you need to serve your customer…”, “you need to do this, that or the other…”. Lots of “you needs”, but few “here’s exactly how”
This little rant hit a chord for me because I teach a social media marketing class for small businesses and I constantly hear these same concerns.
There is a business cultural gap that is keeping many SMB’s from working this channel: Typical SMB ”advertising” is a hand-off. All the work is done by an ad agency and/or the advertising sales people. There is little personal time expenditure and the cost/benefit is usually easily measurable. Not so with social media marketing. There is more hands-on doing and the results may not be immediate.
When I consult with small businesses, I recognize that for many, the time commitments and demands of maintaining a consistent, effective presence seems overwhelming so I help them cut through the hype and FOCUS. I encourage them to consider five very practical questions:
1) Do I know enough about social media marketing to make the right decision for my business? Not knowing the possibilities would be the same disadvantage as operating a business without knowing such a thing as television advertising existed.
2) What is mybusiness strategy and how could a social toolkit align with my key initiatives?
3) Are my customers using the social web?
4) Are my competitors using this channel, and what are the competitive implications if I decide to participate or not? Could I create advantage by being an early adopter?
5) Do I have the resources, or can I acquire the resources, to conduct limited, focused experiments to see if working through the social web can provide a cost-benefit exceeding traditional advertising?
After my students walk through these questions, they usually conclude a) yes, this is something with a lot of potential and b) there are practical and manageable methods to approach this if I stay committed and focused.
Does this make sense to you? What is your experience with SMB’s and the social web right now?
{grow} community alert: Pete Mosely, a frequent contributor to {grow} has a new eBook out on promotion fundamentals which is a nice companion piece to this blog article.
Does Amanda Chapel matter?
Jan 3rd
The mysterious, mean-spirited, self-proclaimed “strumpette” Amanda Chapel is the most divisive personality in the social media movement. She relentlessly shoots poison darts at nearly every voice of authority on the social web. It’s typical for her to characterize many of her A-List blogger targets as:
- “Baby babble”
- “Full-on non-stop shameless surreptitious sleaze”
- “The cacophony of dopes”
- “Sacs de douche”
- “Self-important fatuous boobs”
… and worse. But her commentary can also be positively brilliant, insightful, and hilarious. There is no humor so sublime as pomposity pricked.
All this venom sometimes leaves me wondering if she’s a just a pesky mosquito annoying everyone at the social media picnic or if she is having a meaningful impact on the evolution of the social web. Does Amanda Chapel even really exist? Does she matter?
I decided to ask her these questions myself. Here is my interview with Amanda Chapel, which was conducted last week via email (I added the hyperlinks):
MWS: You are one of the most reviled personalities on the blogosphere. Why are you so mean?
AC: Actually, that’s two separate questions. With regard to “reviled,” I am/we are anti the general Web2 Cluetrain commie crap. We poke at the movement’s weakest links. We show their Golden Calves for what they actually are, i.e. self-serving buffoons. That said, we also take no prisoners. As such, we lay claim to, and inspire, the inverse of the movement’s immature passions … as does anyone who thinks critically … as does any skeptic who refutes a bogus pseudo religion.
As to “mean,” I am cutting. Satire and mockery are biting at their best. Poignant is poignant. It’s smart and often cuts through the clutter. I also believe that the “David Letterman Beat It To Death School of Comedy” is VERY effective and resonates.
MWS: So you refer to yourself as “we.” This begs the question, are you real? Are you even a woman?
AC: The identity issue is so old and tedious frankly. It’s been asked and answered SOOOO many times. Sadly, it keeps coming up because the nature of the SMedia crowd tends to be literal minded. Brian’s interviews with Bill were pretty explicit.*
“We” means a group represented by a single brand. Asked and answered.
All to say, you can call me Amanda Chapel. That’s what we are.
MWS: One of your biggest criticisms is that many of the A-List bloggers don’t have the business experience or credentials to have a voice of authority in this space. Why are you different? Why should we listen to you?
AC: I’m not selling anything. I’m questioning. Those two things are NOT on equal footing. “Doubt” is not about credentials, per se; it is about the strength of the argument. That said, we stand on what already exists. The core of our system/Union is NOT enthusiasm; it’s rationalism.
MWS: What is pissing you off the most these days?
AC: Most? That’d be Liz Strauss, Brian Solis, and Deepak Chopra. Ironically, as more light has been shed on the ethereal emptiness of the movement, its “evangelists” have gotten bolder and strident. They’ve become irrepressible caricature. It’s like watching amateur Benny Hinns whistle on the way to the bank, having only increased their flocks after being busted on 60 Minutes. Arrrgh.
MWS: You have been one of the most visible voices of dissent for several years. Have you made a difference?
AC: Many say I have made a significant difference. Frankly, I’m not so sure. I think I’m more of a catalyst than a direct agent for change. Our outrageousness with Strumpette,** etc. made it safe for critical thinkers like you, Bill Sledzik, Sean Williams, Joel Postman, Ike Pigott, et al. to occupy the middle.
MWS: Do you have plans to ever shed the Amanda Chapel character or are you in it for the long-haul?
AC: I think the character is only good as long as our argument is relevant. Let’s put it this way: most of the failure of Cluetrain, etc. is pretty basic. But it is a bubble that sadly continues to grow. However, the FTC, Congress and business are waking up. I’m certain when the bubble breaks a new canvas will present itself. I’m pretty excited about that actually. It’s long overdue.
MWS: So far I have not been the target of your fury. What would I have to do to have you take a crack at me?
AC: We’ve seen you slip on occasion. But that’s rare. To REALLY get our attention, I’d think you’d have to have had a serious head injury.
______________________________________________________
The title of this post is “Does Amanda Chapel Matter?” so I’ll offer an opinion.
One of the most disturbing aspects of power and the social web is the herd mentality. You’ve seen it. If Chris Brogan, Guy Kawasaki or Jeremiah Oywang burps, it is tweeted 900 times. That burp gets repeated and codified by other bloggers and soon, it becomes a marketing tenet, a “rule” for social media marketing. That’s called “group think” and it is DANGEROUS. Maybe we should call it “burp think.”
It is difficult to have an impactful, dissenting voice in this arena. It’s like yelling for the opposing team at a home Steeler game – You won’t be heard and you’ll probably be squashed.
But Amanda gets through. She often pisses me off. She’s shrill, offensive and sometimes even flat-out wrong … but her message GETS THROUGH. We need that dissent. Even her detractors should admit we need it. Some of the most important and effective dissenters in history have been anonymous “characters” and maybe that’s what we need to rise above social media’s sycophantic mind muck — a voice who doesn’t play nicey-nice all the time.
I think Amanda matters. What about you?
* This refers to a 2008 series of interviews of Brian Connolly by Bill Sledzik. In this interview, Connolly disclosed that the idea for the Amanda Chapel character started while his friends were watching a basketball game. The idea for the “blog of naked PR” was born, complete with an Amanda Chapel backstory. Between 4-7 people have sustained the Chapel character and signed a non-disclosure agreement. “Amanda” would not disclose the identity of the person or persons who answered these questions.
**Strumpette was the Amanda Chapel blog which was discontinued in 2008.
The social web is starting to feel like high school
Dec 30th

A while back I wrote an article about the fortress-like tendencies of the A-List bloggers and the sycophants who follow them. I compared it to an exclusive country club.
But as I’ve reached a wider audience and gained more experience on the social web, I’m learning that some of the online behaviors deserve even less credit than that. A couple of anecdotes:
- Last month I met with a high-profile blogger/speaker who said he had been “black-balled” by those following Chris Brogan (not Chris himself) because of disagreements he lodged with the uber-blogger.
- Another top blogger told me conference speaking invitations had dried up since he criticized fellow A-list bloggers
- I recently politely disagreed with a number of high-profile folks … who promptly “unfollowed” me on Twitter
- One follower implied I was chauvinistic because I had more men than women on one Follow Friday tweet
- A nasty and unprofessional online fight recently erupted between East Coast and West Coast factions over the issue of social media credentialing.
- Recently, a well-known social media pundit named me as one their favorite bloggers. One of my followers said she now had a “moral dilemma” of whether to follow me or not because she did not like the other blogger.
Pardon me folks, but doesn’t this sound a lot like high school? Or worse.
The petty politics of every day relationships are exacerbated on the social web because we are making very limited assessments of people based on their written words. People seem quicker to judge, and harsher in their reactions without thinking about the real live human beings behind those little icons. I’ve been guilty too.
In the end, I can only be accountable for myself. The social web mantra of “authenticity” and “transparency” is a load of crap. Nobody is truly authentic. Nobody is truly transparent. Nor should you be! However, there is an urgent need for civility, tolerance and honesty in this space. I’ll try my best to walk the talk in those areas and if this makes any sense to you, maybe we can support each other and make the change together.
Thanks for hanging in there through the rant. You may now return to your social media high school home room, wherever that may be. : )
Community alert: Sean Williams, a regular contributor to {grow}, pointed out this timely WSJ op-ed piece on the subject of social web civility. Which was a civil thing to do.
Ten blog posts that mattered
Dec 27th

I don’t look back too often but I thought this would be a good time to reflect on a few 2009{grow} posts that seemed to make a difference.
1) The Social Media Country Club
Esteemed blogger Danny Brown called this article “The best blog post of the year. Period.” This post touched on a taboo subject of the closed society of A-List bloggers and the “economy of favors” that gets in the way of dissension and innovation. The comment section is well … “lively!” I think this post made a difference because it started a conversation that has continued long after this post first appeared in August, 2009.
2) Can you out-source authenticity?
This post was a breakthrough in some ways. I think this was kind of a watershed in the community’s evolution. We had grown from being a blog to a group of friends creating some powerful content together. This article inspired related posts by Jason Falls, Danny Brown and Bill Sledzik. The work of the community in this post set the framework for an article on best practices for ghost-blogging.
3) Five social media myths that MUST STOP NOW!
“Myths” was my most tweeted and talked-about blog post of the year. Calling out the sacred cows hit a nerve.
4) Social Media Measurement: It’s like being a Great Bartender
In 2009 I wrote extensively about social media and measurement but this guest post from Jamie Lee Wallace summed it up so beautifully and capped an ambitious series. She described the process like bartending — yes, you have to measure how the job rings the cash register, but there are a lot of intangibles, too. A blogger or two have made careers writing about ROI, but this post, and the companion piece, Your Social Media ROI Shock Treatment, are really all you need to know on the subject. It’s not rocket science.
5) The Monetization of Chris Brogan
This post was significant for a couple of reasons. First, it used uber-bloggerBrogan as an example growing pains in the social media field. But it also demonstrated that the Country Club was still alive and well. The comment section got a bit out of control. Here’s a best practice folks: Read posts before commenting on them. : ) This is another post that spurred conversation far beyond the boundaries of {grow).
6) Social media expert: Women need not apply?
There are just some weird things going on between the social web and gender. I still don’t quite understand it, but the community dove into a touchy subject bravely, as always. This subject was continued on the post, Is blogging a man’s job? … and unfortunately will probably be debated for the foreseeable future.
7) Twitter for Business: Four break-through insights
This post kicked-off {grow}’s very productive relationship with Dr. Ben Hanna. The VP of Business.com and his research has been featured in seven different articles this year and I’m grateful he has been so generous with the community.
Not a very popular post but I think one of the most important ones. It addresses one of the most over-looked aspects of the inexorable connection between technology and people. The impact of the social web and the workforce of the future is vitally important. The thinking behind this post led to This is the future of social media, one of the most popular posts of 2009 and was cited in many end-of the-year round-ups.
9) A Formula for Social Media Success
This set out to codify some observations about what it takes to really create business benefits on the social web. It seemed to resonate with people and had an illustration I thought was quite funny!
10) The REAL math behind your followers Mr Twitter Bigshot!
I tried to bring a little humor on to the scene now and then, even when making a serious point. This was also a hugely popular post. It was also a lot of work!
It was difficult picking a “top 10″ but there you go! Thanks so much for being part of this great community. It was such a fun year and I’m looking forward to great things from the {grow} community in 2010.







You’re in marketing for one reason: Grow.
Grow your company, reputation, customers, impact, profits. Grow yourself. This is a community that will help. It will stretch your mind, connect you to fascinating people, and provide some fun along the way. I am so glad you’re here.
-Mark Schaefer

