A cautionary tale comes from mobile phone operator Vodafone, who on Friday broadcast the following message out to its (at the time) 8663 Twitter followers:

Needless to say, despite being quickly deleted, it was captured for posterity and the damage is done.   Initial speculation was that the feed had been hacked, but it turns out it was a member of staff, who for whatever reason decided to mess around with the corporate feed.  Think we can safely assume that guy (assuming it’s a he) is so getting fired…

Vodafone had 8600+ followers on Friday, but how many did Vodafone really reach on Friday?  The answer according to Twitter analyzer is 797,942.    And for good measure, the following day’s tweets (many still containing profuse apologies) reached 442,917.    That’s of course excluding all the media coverage so far.

You’ve got to scratch your head a bit about how this even happened.

Was the official Vodafone feed just running on someone’s PC using something like Tweetdeck meaning someone else could just stop by and post away?   Did they have official social media policies about who could tweet and how it could be used?   You’d hope so, but the way that one tweet quickly got magnified and passed around definitely shows the need for those policies to be in place.

Twitpic photo from Mr Squishington

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This one is from ExactTarget, which worked with Econsultancy to survey 1000 marketers (both in house and agency) worldwide.

It mirrors other reports over the past few months, for example this one by the IAB, by showing that 28% of marketers will shift their budgets from traditional towards digital in 2010, with 66% increasing their digital marketing spend overall. At the moment, digital accounts for 24% of the total, though last year’s IAB survey said that in the UK at least, online spend had overtaken TV for the first time.

Though 70% of marketers planned to increase social media spend, though they also cited the usual bugbear of evaluation as something that prevented them doing even more.    However, on the other hand, marketers are increasingly waking up to the importance of social media in protecting brand value:

According to Morgan Stewart of ExactTarget, “interestingly, brand reputation is becoming a more significant driver of the migration to digital marketing, particularly when it comes to social media.”   On that note, it’s worth reading Joseph Jaffe’s post on how social media could be used to help Toyota “flip the funnel” following its - now pretty much global - car recall.

Image - thornetpics

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Last year Pete Cashmore of A-List tech blog Mashable predicted that the location based social network foursquare would be the Twitter of 2010.   That seems an ambitious prediction given that, (at least in the UK) as anyone who has signed up will know, even the early adopters are still making patchy use of it.

For example the other month blogger Malcolm Coles checked into (London football club) Arsenal’s Emirates Stadium and found that only three others out of the 60,103 in attendance had also registered their presence via the network.    Similarly last week, fellow Rabbit Louise Doherty became Mayor of ‘Matter’ - a nightclub inside London’s giant 02 entertainment complex.

Given that 20-something iPhone users like Louise are more likely to frequent places like Matter, you’d think it would have seen a fair few check-ins.   Not really.  Seventeen so far with only twelve unique visitors since Foursquare went live in London in October….in other words an unimpressive average of three check-ins per month.

One way it might achieve a bit more critical mass is if organisations start getting on board and structuring the foursquare discovery and badging process, so that there is more point to it than just checking in and seeing where your friends are.    Two organisations that are doing exactly that are Harvard University in the US and Metro newspaper in Canada.

Harvard University is now the first University
to use foursquare as a method to help students and visitors find their way around campus.

Tied into the network, Harvard keeps reviews of restaurants and shops in the area up to date and has special Harvard only badges students can earn.    Given that Facebook similarly also once started as a student network it’s a good move.   It becomes part of their daily campus routine and ideally they take it with them on graduation.

Similarly last week the Metro News in Canada, which like its UK name-sake is a freesheet, became the first newspaper publisher to sign a deal with foursquare.    Metro’s content and regular newspaper articles are tied into real-world locations via restaurant reviews and city / to-do tips.   Again, an organisational tie-up like this immediately turns foursquare into a kind of guidebook you access via your mobile phone, mixing user-generated with ‘professional’ content and keeping the friends / social network element of it.

Commenting on the foursquare tie-up, Harvard’s Perry Hewitt says that “Harvard is more than classrooms and buildings.   It is an interconnected community of people, ideas and experiences and we are actively pursuing ways to enhance those connections.”

You could substitute ‘Harvard’ in that quote with the name of just about any town, city, University, or even multinational company and it would still apply.    So Foursquare is nowhere near becoming the next Twitter just yet.  But by connecting more of those location-based communities of people, ideas and experiences, through tie-ups such as this one, it could take a big step forward in that direction.

Image - MkylRoventine

Update (1 Feb) - The New York Times Bits blog has another foursquare deal worth noting, a link with Bravo TV.   By the creation of Bravo-specific badges, the channel aims to “engage viewers long after they’ve turned off the television.”    The New York Times comments that this is a successful example of a TV experience moving into the mobile space.

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Australians the most sociable online

by dirktherabbit on January 31, 2010

Two charts from the current Economist special report on social networking. First of all, according to Nielsen, “measured by hours spent on them per social-network user, the most avid online networkers are in Australia, followed by those in Britain and Italy.”

By comparison, Americans spent on average six hours a month on social networks in October, almost 3x as much as in October 2007.

Secondly, a chart that again confirms the dominance of Facebook as being for social media what Google is for search. The other day I mentioned a Reuters article questioning whether Facebook was achieving technological ‘lock-in’, becoming a default that’s difficult to shift.

As well as Google, Reuters actually compared Facebook with the introduction of the QWERTY keyboard - introduced in the 1870s as the default for keyboards, and not the best or most logical solution out there but simply the one that stuck.

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iPhones and apps, how many do we actually use?

by dirktherabbit on January 30, 2010

Not very many according to an article in today’s New York Times (‘When Phones Are Just Too Smart’).

A summary of stats from the piece:

The average iPhone or iPod Touch owner uses 5-10 apps regularly according to Flurry Research, despite there being 140,000+ available

According to AdMob, people browse only the most popular items in the apps stores rather than delve into less well known offerings.  This creates a bit of a chicken and egg situation for app developers.    Says Stewart Putney, the CEO of Moblyng, “for all the tens of thousands of apps out there, the odds of being exposed to more than a thousand are very small.”

Related to that, a Pinch Media study a year ago showed that appearing on a top 100 list increased daily new users on average 2.3x.   But that people tired of applications quickly with less than 10% of users returning to free ones after ten days.

A separate study by Pinch on paid apps
, shows that if every app was average it would have 9300 downloads and $12,100 revenue - an ok-ish return on investment.   But the reality is that the average figure doesn’t apply, it’s skewed by there being a handful of wildly successful apps and a mass of unsuccessful ones - with 50% having 1000 or fewer downloads as this presentation shows:

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A number of graphs, which are worth noting from an excellent techcrunch article by Ashkan Karbasfrooshan - Context is King: How videos are found and consumed online.


First of all, most are discovered within two weeks of them being posted up.    If your video hasn’t gathered viral momentum in the first ten days or so of it going online, it probably won’t.


55% of video views are via “discovery”, people stumble on the video, mostly via blogs.   Get that online PR campaign going!


Then, after two minutes, over 3/4 of your audience will have zoned out and clicked somewhere else.   So keep those virals short.

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Back in April there were comparisons of Twitter = the new Second Life (i.e the hyped network of 2009) when Nielsen said that 60% of users lost interest after registering, leaving their accounts dormant.

Though Twitter won’t be heading into obscurity like the virtual world (this New York Times article gives some good reasons why), it’s still the case that Twitter’s actual user base is small compared to the number of registrations as some new stats from RJMetrics show.

In fact, according to RJMetrics, Twitter’s rate of churn isn’t 60% as Nielsen found in April, it’s 80%+, with only 17% of Twitter accounts sending a single tweet over the past month.

By comparison, back in 2007 when Twitter was much smaller and really just for tech early adopters, 70% were making regular use of it.   RJ Metrics boss Robert J Moore says that the key period really is the first week - if someone gets to grips with the micro-blogging service in the first seven days, the chances are that they will stick with it.

Based on that churn rate, rather than 75 million registered Twitter users, RJ Metrics says that the real number of people who actually use it is more like 10-15 million worldwide.   And based on earlier research by Sysomos, 51% of that user base is in the US, 9% in Brazil, 7% in the UK, 4% in Canada and 2% in Australia, so roughly speaking the number of active of active UK tweeple is around 700-900k.

RJ Metrics says that users who do make use of it are increasingly engaged.  This mirrors the report by Sysomos last year about Twitter’s power users - the most committed 5% who account for 75% of tweets.  

Sysomos found that they were more likely to work in tech, the media and so had the ability to take things that they saw on Twitter elsewhere.   Indeed, the gap between something breaking on Twitter and hitting the mainstream media can be as little as four hours.

Reuters yesterday posted an article that with its worldwide user base of 300 million Facebook was approaching ‘technological lock-in’ and becoming a new Google - a default Internet technology that’s difficult to ever shift.   Based on the numbers above, Twitter is not remotely about to reach that kind of status, but while it doesn’t tick the ‘reach’ box, it does tick the influence one.

Image - FotoSpawn

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Earlier today, bloggers Ory Okolloh and Mark Belinsky wondered whether Apple’s tablet (now unveiled as the iPad) would “kill Haiti like Michael Jackson killed Iran.”    In other words, if some major celebrity or gadget focused news breaks, do those of us online forget what could be considered the real news, involving many real lives.

According to the Pew New Media Index, the answer is yes.   The blogosphere (and social media in general) might indeed be quickening the news cycle, shortening attention spans and causing us to zone out when it comes to hard news…preferring to move onto lighter topics.   Like sex really.

In the first week of January, the mainstream media led with the failed bomb plot on the NWA flight from Amsterdam to Detroit, the economy and terrorism in general.

Looking at blogs however, the NWA flight was number two.   The number one topic that seemed to get bloggers hot under the collar was the Kings College (London) study that the female ‘g-spot’ was a myth.    And third was news that dating site beautifulpeople.com had kicked out 5000 members for not being that aesthetically pleasing.

This actually made the top trending story on Twitter with the NWA terror attempt relegated to number five.

Twitter does over index when it comes to journalists and various social media ‘influencers’ being active members.   Twitter and blogs have also played a key role in giving anti-Government demonstrators in Iran a way of getting the word out.

Yet, at the same time the Pew results also put things into some perspective and reinforce the continued need for serious news journalism.

For example, yesterday, so before the official iPad launch, Venture Beat produced a list of Twitter trends for various US and non US cities.

‘Thoughts on the toilet’ trended just about everywhere…but interest in Haiti seeming to be decidedly on the wane.   While it was still a top trend in LA, San Francisco and London it was no longer on the trends list for Washington, New York or Sao Paolo.

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Despite having worked in tech marketing for 15 years, it seems I’m only a “digital teenager.”   So says US bank Wells Fargo, which tells me that “with a little effort you’ll develop your technological prowess and learn to love the way technology simplifies your life.”

Good to know.    Guess I’d better get myself one of those new iPads so I can finally grow up.

Despite the holes in Wells Fargo’s survey (I seemed to have lost years by virtue of not using VOIP or SMS banking), it does make a serious point, which is that the assumption that older = tech dinosaurs, and younger = early adopters does not necessarily always hold true.

Wells Fargo for example found that 30 somethings made more day to day use of technology than 20 somethings.   In other words, above and beyond actually communicating with their friends on Facebook, they were more likely to use ‘advanced photo and video technologies’, use career networking services and manage their finances online.

Translation, by Wells Fargo’s definition, generation X-ers are more mature and skilled digital consumers because they’ve moved beyond communication towards practical uses.

Last year the Pew Research Center said that “contrary to the image of Generation Y as the ‘net generation’, internet users in their twenties do not dominate every aspect of online life.   Generation X is the most likely to bank, shop and look for information online.”

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Most agencies, ourselves included, urge clients to claim their brand IDs on social networks.    Here’s how not to do it.

Ad Agency Carat (via @thefounder), wanted to take back the Facebook URL for Harman International (the speakers and headphones people).

The only problem was, it had already been registered by someone…genuinely called ‘Harman’ (Harman Bajwa based in Vancouver, Canada).

The agency promptly contacted Harman Bajwa to inform him that they were “working with Facebook to reclaim the username”, but that they’d be happy to take it off his hands in exchange for ‘product.’   So, what - some free speakers?    Apparently Carat had tried this in the past with the person who owned twitter.com/avtr (when they were promoting the film Avatar) and it worked.

Harman declined the free speaker offer.    Facebook then got involved, telling him he was in violation of their policies, “which should have a clear connection to one’s identity.”   Like someone’s name?   Apparently not, the brand claim was stronger.

Following a bit of negative publicity helped along by a Support Harman group on Facebook itself, Facebook relented.   The result is a bit of egg on faces all around for Facebook, Harman International and Carat and a lesson to all of us, that should hopefully be pretty obvious.

There are plenty of examples of social media brandjacking by the malicious, mischievous or opportunistic.   There are also plenty of cases of simple coincidence where someone also has a legitimate claim, in which case it’s worth treading carefully.  Rather than trying to palm them off with a few freebies, before resorting to threats.

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