Digiday writer Saya Weissman lists Bank of America in the top-5 brand fails on Twitter, and I just had my own amusing experience with the bank. Today’s lesson for brands is simple: while it can’t hurt to integrate your customer service help desk with your social media efforts, you probably shouldn’t have customer service reps manning the Twitter voice.
I’d characterize Bank of America’s Twitter voice as “well intentioned but lacking mental clarity.” But we can’t judge or condemn the bank! It’s kinda like an aging grandmother who may not be completely lucid, but she certainly means no harm.
Weissman’s gave BOA a “fail” because the bank provided a human but robotic response (“we’d be happy to review your account“) to tweets by activist Mark Hamilton (@darthmarkh). Hamilton, of course, wasn’t exactly keen to discuss an account. He had been tweeting about being chased away from a Bank of America by cops… it seems Hamilton had been drawing an anti-foreclosure message on the sidewalk.
My recent experience with the bank was almost as strange. Yesterday I saw that Bank of America television commercial (“Flowers“) featuring a dude bringing his gal a bouquet of flowers. Inexplicably the dude decides just one flower will do, so he leaves the rest in his cab.
My reaction to the ad wasn’t quite “I need to open a Bank of America account.” I was more thinking “I wonder what the next cab passenger thought when he found a bouquet of flowers in an otherwise empty cab?” So I tweeted: “I found the rest of the dude’s flowers in a cab. Can I keep them?” I didn’t expect a response, and frankly I was pleased to have one.
Naturally, my Tweet made absolutely no sense to anyone but me. That’s quite often my MO on Twitter. So we can’t blame Bank of America for asking for account details for clarity, right (“I’m not sure I understand the question… please send me a DM with more detail.” It’s just an odd response that sounds more SIRI than human. The logic appears to be: “when in doubt, a comment about our bank is probably an inquiry to discuss an account.” Hey that’s cool, though. The next time I have a problem with my account… I’ll just tweet something like: “increase my credit by $5K.”
Busted. I’ve got 50/50 odds that you’re one of those people that secretly videotapes others. So I don’t want ANY more shit about my prank antics, okay?
Harris Interactive polled more than 2,000 adults and found that 50% of Americans would use a Smart phone to make a secret video (note wording is “would” not “did”). So what would we videotape?
• 23% – people in embarrassing outfits
• 20% – athletes at a sporting event
• 15% – someone tripping/falling
• 10% – sexy waitress at a restaurant
• 9% – shirtless hunk mowing the neighbor’s lawn
• 7% – cheerleaders
• 7% – boss or coworker sneaking a second doughnut
• 6% – disgusting grooming habits
• 5% – couple kissing or making out
• 8%- other
Check out Tim Schmoyer’s new show with ReelSEO (Mark Robertson) on the subject of online video. I’m biased because I really, really like Tim and Mark… but you’ve got to admit the format is tasty. Rapid-fire delivery of important topics, like YouTube’s changes, TV networks online, and even Blip.tv! And he’s got BLOOPERS!
Tim plus ReelSEO is like peanut butter and chocolate, and the vlogger videoauthority promises to show us how to change our YouTube name without losing our subs and starting over. Hmmmm. Go sub.
[/caption]Bleach Bypass: There’s a very cool video software effect that comes with some editing packages called the “bleach bypass” (also called skipped bleach or silver retention) look that I used in this Fringe parody. It creates bold colors and a really cinematic look. I constantly search how-to videos before applying this effect, and often mistake “bleach bypass” with “bleach bypass” for reasons that are obvious at least to me. Here’s a nice how-to on creating bleach/beach bypass using Final Cut Pro. I typically use Final Cut Express to fetch this effect, but only after I’ve edited the video using my antiquated iMovie 6.
Hey it’s Friday. With only one more day before the Apocalypse/Rapture begins, here are some last-minute things you can do. Hey, if you’ve been procrastinating, don’t worry. These are fairly quick ones.
Netflix is watching “GOOG” and its potential use YouTube to stream longer form content. See WSJ blog. And read about YouTube’s move to live streaming ala Ustream and Blogtv.
I’d say the concern is significant, and this marks the fifth phase of YouTube…
Phase 1: Pirate Sharing (2004-2006)
Phase 2: Amateurs & Community (2005-2009)
Phase 3: Video Search Platform (2009-2011)
Phase 4: Mainstream and Semipro Content Aggregator and producer (2010-2012)
Phase 5: Live Programming and Video Anywhere (2010-2013)
These phases aren’t precise in their beginning and end, and each builds on another. So technically there’s still plenty of pirated content, but far less and harder to find. And amateur hour isn’t quite over, but YouTube’s emphasis is on music, web series and professional content.
YouTube has not touched long-form content significantly (check the latest comScore data to see that Hulu and Netflix dominates when you rank websites and platforms based on view duration). Also find some important comparison graphics to see what’s at stake for the ustreams and others.
But since YouTube, like Google, is the “first stop” for most people searching for video content, it has a natural advantage to be the default 3-4 screen streaming media player.
This 5th stage, of course, takes GOOG and YouTube into unchartered territory that requires:
-Device dominance: plus for Android, but Apple still leads and Google TV is far from the new OS for televisions or web devices.
-Equity on search: can you be both a neutral video search engine and a content owner? Given difficulties licensing pro content, YouTube appears to be stepping up original content: example Next New Network purchase, and more recent news about investments in custom content).
-Better deals with production studios and networks (to overcome the barriers that cable and telcom are forging). But in the meanwhile it appears that YouTube’s focus is on broadening distribution as a platform and as a network for smaller producers.
What do you think? Is YouTube the MySpace of our time, or will it be the dominant platform and search engine for any/all video? Off the latter, what’s it need to do to maintain relevance?
It’s not often you see a real celebrity in an online-video series. But today’s BarelyPolitical features one. You’ll have to look carefully, though. Hint: he’s in a red hat, and the only one to spot him so far is stalkerofnalts.
“Video advertising is still ‘in its diapers’… you gotta remember that most people don’t want to see ads” said eMarketer’s David Hallerman in a webcast last Thursday (October 21, 2010). eMarketer provided highlights from a report (“Video Advertisement Engagement: What Marketers Need to Know”) in the one-hour webinar, and slides are excerpted from that.
Hallerman says online-video is the most expensive form of digital advertising, and skews toward professional content not user-generated. He explores both the definitions and forms of engagement. Per the chart on the right, awareness is still the #1 goal of marketers followed closely by engagement (according to an April 2010 study by Tremor Media of 98 advertisers/agencies).
So what is engagement? Some say it’s paying attention, others refer to interactivity, and still others refer to what happens afterwards.
I’d prefer to focus on what Hallerman calls server based data (a view, start-rate, completion time, mouse-over, sharing) and not survey data (like “brand health” metrics like awareness or intent, reported by Insight Express or Dynamic Logic). However those “brand health” metrics can be vital to determining “intent to buy,” which is often not captured by server metrics (although some cookies provide advertisers data about purchases that occur long after a video view).
Engagement metrics include:
Interactivity (clicking ad or mousing over): Scanscout’s cost-per-engagement. Hallermans says there’s an increasing desire among marketers for interactive pre-rolls.
Sharing or commenting
Interactions, experience (Forbes)
Context is also important… an auto-roll on gaming or entertainment site is not going to be as powerful as a self-directed and completed video on a shopping site. Hallerman reminds us that consumers value HD (above many other factors) and that quality (original versus repurposed) is vital, and that’s an important insight. During the Q&A Hallerman later acknowledged that some studies are showing that repurposed television commercials are faring better than once expected.
eMarketer projects continued growth of the medium as depicted above — reaching at least $5.5 billion by 2014. But when it comes to online-video ad views, all video sites aren’t created equally (comScore, Sept. 30, 2010). The report shows that “ads per viewer” on Hulu is more than seven times higher than Google/YouTube sites. See the rank of video-advertising properties, and Hulu tops followed by Brightcove and Tremor Media (both which serve ads on websites not exclusively devoted to video content). At 30 ads per viewer per month, it’s no wonder Hulu is considering cutting its monthly subscription in half.
Time per month per viewer on YouTube is nearly twice that of Hulu, despite Hulu’s content being generally longer (22 minute shows versus 2-3 minute videos). Hallerman refers to Hulu’s experience as “lean back” because we allow the show “to wash over” us, whereas other sites (YouTube) require a more “lean forward” experience. Marketers, says Hallerman, are looking for what they know from broadcast advertising — pre or mid-rolls played “in stream” during a video’s view.
Marketers choose ad-networks to target online-video ads based on two factors: demographic or content. A beauty ad on Break.com, Hallerman explains, won’t likely get high engagement. As for viral?
“…You don’t just make something go viral,” Hallermans says. “It’s really a whole process that needs a blend of paid, owned and earned.” He provides the recent Old Spice example, which involved paid ads on television and the web, a microsite showing more content, and “earned” media where video answers responded to specific bloggers. He credits the paid ads were the “spark.”
Aside from viral or its own reason, here are what some marketers claim to have accomplished on YouTube. So one in five (20%) say their YouTube videos have driven sales via links. But recognize that the data are not saying that happens twenty percent of the time- it’s usually in the low single digits in my experience.
Branded content (where the marketing is not “heavy handed” and is “almost a bi-product”) is the most effective forms of marketing according to an October 2010 report by the CMO Council. Branded content tops more traditional online advertising models or even database-driven behavioral marketing. Video content, for instance, about dogs with dog-food product placement… may have a greater impact than dog-food ads alone. “Creating an experience,” Hallerman says, “is hard but important.” These can be tracked by brand-equity scores. He provides another example of a hair-care product that might show entertaining or educational fashion tips (focusing on benefits) rather than advertising about the product (features).
During the eMarketer webcast, EyeWonder shared “server side” data that show higher engagement rates for ads in the financial sector, with travel or electronics on the low side of engagements. EyeWonder showed a case study involving Gatorade’s G Series, which featured a 15-second ad that allows customers to see how the beverage helps before, during and after an athletic event. The click-thru rate was a tame .13%, but the a video completion rate was an impressive 62% across all of the impressions.
Hallerman was asked to comment on how to make a video more likely to be viral, but said if he had the answer he’d be working at an agency. Perhaps he just needs a copy of “Beyond Viral.” 🙂