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Building brand awareness through content creation and community engagement.

October 8th, 2015

Facebook Test Reactions

Facebook has announced they are officially testing Reactions, an enhancement that is supposed to be a more nuanced approach to engaging with a post beyond just Liking it or not Liking it. After all, humans have more emotions than can be summed up with a simple binary option.

Reactions are rolling out just to Ireland and Spain for now and will be available on posts from individuals and Pages from publishers, businesses and more, including posts from advertisers. Facebook is selling this as an opportunity for Page managers to better understand their audience and how they feel about what’s being published.

What’s clear here is that this is NOT a “Dislike” button, which is what the internet kind of thought it would be when it was first announced a couple months ago. In fact there’s nothing here beside “angry” that even comes close.


So what can publishers do now? Not much, honestly. For now, Page managers will be able to see what kind of emoji Reactions people are sharing on their posts, meaning they will at least be able to draw anecdotal, if not actual quantitative, conclusions. While the network reminds publishers to follow their core best practices and post content that is “meaningful” to their audience, it remains to be see exactly how these new emoji-based Reactions will translate into Insights.

As this expands beyond its original test countries it will be interesting to see how publishers can actually use the data that’s provided to guide future posting decisions. Right now it looks like more nuanced emotions will mean more work for those who are tasked with diving into data since they will have to draw a lot of conclusions out of what it means when 27% of the audience used the “Wow” emoji, 36% used the “Love” and so on. But hopefully that means, once everyone becomes acclimated to this new paradigm, publishers will be able to much more carefully choose what they do and don’t post on Facebook.

Additional thoughts from Christopher Barger:

I’m optimistically hoping that this can begin to have a positive impact on the quality of what gets posted on Facebook — because as audiences have options to provide more nuanced feedback, the self-serving/overly promotional posts will start to track worse in a way that’s demonstrable. I think the end result is better content over time.

Again, it’s anecdotal and not qualitative feedback, but those who think “Like this post if you like ketchup” makes a good Facebook post, and who won’t post anything unless it contains product or branding, may get a stern wakeup call with this feature in effect.

More to come as more details are revealed.

About the Author
Chris Thilk works on the Client Services team, part of Voce Connect, developing and executing social media strategy. You can follow him at @christhilk on Twitter.

Filed in Publishing Programs, Social Networks

October 7th, 2015

Prepare For That New Business Pitch by Casting

Last month, Samantha Forth, and I attended Omnicom’s Emerging Stars program in San Francisco with junior staff from across Omnicom’s marketing companies to learn the art of integrated communications. We walked away with eyes open and new insight to use everyday in our offices. She shared a few lessons learned that agency folks from any discipline could benefit from. In this post, I want to dig a little deeper into one that I think could be particularly helpful to our team.

New business pitches can be the most unpredictable in our job – you never know the different personalities you will meet when you walk into a room. New business pitch casting is an approach that can help you prepare for them all by better understanding what resonates with each personality. This idea is intended to reduce the chances of losing new business because there was “no chemistry” by ensuring you have a match for everyone in the room.


It is no secret that we all have different personalities that impacts how we present and receive information. Reading the four personality breakouts below and matching them with similar personalities on your pitch team will ideally help even the odds in this unpredictable scenario.

  • Method: These people have analytical minds, so they are more detailed oriented and will be looking for the proof behind the recommendation. They will be interested in the thought process and how the team solved the problem.
  • Stage: That decisive, practical individual that gets right to the point…yep that’s a Stage person. They won’t need to multiple proof points (facts, diagrams or graphs) that reinforce the same idea, like the Method above. A concise presentation that gets to the point with the ‘who, what, where and why’ will be the best way to keep their interest.
  • Improv: These people are more emotional and approachable. They will be interested in a presentation that tells a story with an emotional pull. Visuals, videos, or campaign mock-ups will resonate best and catch the Improv’s attention.
  •  Spotlight: Dynamic, strong and impulsive…these are all characteristics of a Spotlight person. You will have to work hard to keep their attention with flashy, big ideas and presentation props or animated examples. A presenter that is very energetic will make sure they don’t fall asleep during your presentation.

After learning about the above four personalities, hopefully you have a better understanding of what to expect when you walk into a room and how to make your presentation resonate. When developing your next pitch team together, research the judging panel and cast your team accordingly.

Let’s go close!



Filed in Pitching

October 6th, 2015

Twitter Launches Moments To Capture Key…Well…Moments

After months of speculation and teases of what had previously been called “Project Lightning,” Twitter has finally launched Moments.

Essentially, Moments is a simple way to organize the chaos that is Twitter around a specific event or story (for example, the #superbloodmoon last month, or the Umpqua shootings, or the MLB playoffs). Moments are curated collections of tweets, images, videos, or anything else you can find on Twitter about a specific topic. People can follow Moments and get updates on those stories either within the Moments tab that has now been added to the Twitter mobile app or, if they prefer, within their standard Timeline for stories that are updating more frequently.


Moments is Twitter’s latest attempt to make the status network as easy as possible for new and casual users to get their hands around. The perception, at least among shareholders and others, that Twitter is too difficult to grasp and that’s what is keeping its user numbers low, though “low” is a relative term.

For users, Moments is a great way to use Twitter as way to stay up to date on current news or stories that are interesting to them. The way people are alerted to updates on stories they’re following is reminiscent of the now-defunct Circa news aggregation digest, which had similar functionality, though one does have to wonder if “Moments” provides the kind of clear branding that someone who’s not an established Twitter user would instantly get and be able to digest before diving in.

For brands, Moments provides a way to dive deeper into the context around trending topics and events and, if appropriate, find ways to be part of those conversations and moments. So brand managers can see what’s being published as part of, say, the discovery of water on Mars and see if there are opportunities to insert themselves. Those brand-created hop-ons (you’re going to get some hop-ons) won’t be part of Moments since there’s an editorial curation team with its own set of guidelines and principles that assembles Moments, not just a discovery algorithm.

There will, however, be advertising opportunities available in the coming weeks within the “Live Events” section of Moments. Those “Promoted Moments,” as the new ad unit is being called, will allow a brand to do its own curation of Tweets, Vines and other media on Twitter. They’ll be available for 24 hours and will be sharable just like regular Moments, including being embeddable on a brand website.

Even if there aren’t clear and immediate brand activations that are part of Twitter Moments, it sounds like there will be some in the not-too-distant future. Plus, it’s always important to stay up to date on how Twitter – and other networks and apps – are trying to both attract new users and make the experience easier and more comprehensive for existing users.

You can watch – at least for the next 20 hours or so – a Periscope replay of the Twitter team’s walk-through of Moments here.

About the Author
Chris Thilk works on the Client Services team, part of Voce Connect, developing and executing social media strategy. You can follow him at @christhilk on Twitter.

Filed in Social Networks

October 5th, 2015

Attending the Spredfast 2015 Summit in Austin, TX

I’m excited to say I’ll be heading to Austin, TX next week to attend the Spredfast 2015 Summit. This will be my first time at the conference and my first time in Austin (no, I’ve never been to SXSW) and both have the potential to be pretty cool.

spredfast summit 2015

If you are going to be there – either for the conference specifically or just happen to be in Austin – drop me a line and let me know when you’d like to meet up. If you’re not going to be in Austin for the conference you can follow along with my live updates on Twitter and I’m going to try to do daily posts both here with what I’m hearing and learning.

About the Author
Chris Thilk works on the Client Services team, part of Voce Connect, developing and executing social media strategy. You can follow him at @christhilk on Twitter.

Filed in Voce People

September 30th, 2015

Rumor: Twitter Mulling Dropping 140 Character Limit

A report/rumor surfaced yesterday on Recode that forces within Twitter – particularly interim CEO Jack Dorsey – are considering dropping the 140 character limit that has always been in place on the network. This is…interesting. There have already been countless hot-takes (many on Medium, which is basically Twitter for long-form posts anyway) about this, with many of those saying that doing so is the only way Twitter survives, an opinion that seems to come from solely looking at success as being defined by user numbers.

twitter box

Now the Recode report says Twitter “is building a new product” so it’s not clear whether or not the core Twitter service would change or if this would be something that’s tacked on to Twitter as an ancillary service. It could be something that allows you to add a block quote of text. People are already using screenshots of text uploaded as images – colloquially called “screenshorts” – as a work around. It could be an option that allows only Verified accounts to publish longer tweets. It could be…well…anything.

If it’s just a simple expanding of the character could it would, most obviously, eliminate the need for you to keep eliminating words. So Twitter would suddenly become much more friendly to adverbs and adjectives, which are usually (at least in my experience) the first casualties when copy is over 140 characters. Even if they made a minor change and stopped counting links or photos against the 140 character limit that would free up quite a bit of space.

The problems Twitter would face if they do something more are actually fairly significant and would, I think, do more to damage the brand than they would to help it reach a larger audience.

The entire Twitter ecosystem is built for short updates. Longer posts would break how Tweetdeck, Hootsuite and other apps look. The workaround here would be a “Read more” link to expand a longer post but Twitter is mostly about scrolling through and seeing quick updates. And everything Twitter has done over the last couple years has been about bringing more information into the feed – Cards, auto-loading videos and photos, etc – not trying to hide content. This would go against everything Twitter has done to make consuming and engaging with content more of a lean-back experience.

Again, longer posts that are published to a network of friends and other connections already exists in Medium, which just landed a sizable funding round. So it makes much more sense for Twitter to create more ties between it and Medium than it does to build something new for long-form.

Going long-form would also mean it’s expanding the range of sites/apps/networks it’s competing against and that means it would have to substantially change user behavior. It’s the same struggle Facebook Notes, which relaunched to be more of a blogging platform, faces. So it would go up against Facebook Notes, LinkedIn and Tumblr. Probably not WordPress since those are power users, but those are certainly the platforms Medium is competing against so Twitter would face the same challenges.

How exactly this will play out obviously remains to be seen. But it has to be asked if Twitter without the 140 character limit is still Twitter? Yes, they’ve made that a fuzzy line recently with Quote Retweets, no character limit in DMS and other moves but it still stands as a core principle, even if the technical aspects make that more murky. However it plays out it will be important for content marketers to be on the forefront of these changes and make sure they’re adjusting their and their client’s strategies accordingly.

About the Author
Chris Thilk works on the Client Services team, part of Voce Connect, developing and executing social media strategy. You can follow him at @christhilk on Twitter.

Filed in Publishing Programs, Social Networks

September 29th, 2015

Voce Student Essential Reading 9/29: Facebook Instant Articles, the Volkswagen Crisis & More

Article or ad pic2 Image via Re/Code

Social Media

The Top 7 Social Media Marketing Trends That Will Dominate 2016

“Social media marketing has always been a peculiar animal. Since its early days, where platforms were finicky and critics insisted that social marketing was not a viable marketing strategy, we’re now witnesses to an era with rock-solid platforms, useful advertising options, and plenty of free opportunities to make our content public.”

Voce Insight – Bring these predictions to the table and plan how your clients can get ahead of the game with social strategy now rather than later.

Facebook Ramps Up Its Instant Articles, and the Washington Post Is All In

“Last spring Facebook started hosting stories from the New York Times, BuzzFeed and other publishers directly on its iPhone app — a move that generated much chatter and hand-wringing about the Future of Media.”

Voce Insight – Many people were already getting news on Facebook and now they’re going to get it faster. If publishers benefit remains to be seen, and something to continue wondering as Instant Articles gets a broader rollout.

Public Relations

Crisis of the Week: Volkswagen Scandal Pollutes Carmaker’s Reputation

“Typical automotive scandals are usually the result of incompetence aggravated by a bungled cover-up. VW’s problem appears to be the result of a premeditated design decision, making apologies entirely insufficient.”

Voce Insight – This reminds me of a quote that I personally love “How about don’t do anything you need to apologize for?” Since time can’t be rewound, these guys stack up what it will take for VW to bring back customer trust.

A quick primer on hyphens

“Hyphenation can be tricky. There’s widespread confusion, it seems, about when and how the tiny line segments should and shouldn’t be used. With so many instances in which people guess wrong, covering all the misuses would take acres of the Internet. I’ll try to be concise, yet thorough.”

Voce Insight – Don’t be a screw-up. Take this article as an opportunity for a hyphenation checkup. You don’t have to be a novelist when writing in PR, but you do have to be prolific. Knowing the finer points will make writing releases, blog posts and even emails that much quicker.


Taking a New Perspective on the Creative Process

We all have creative minds, I don’t care who you are or what you do. Face it, you’re a creative person.”

Voce Insight – Dust off the spider webs and turn on your creative brain! Try a different approach that may seem unconventional but will most likely lead to a different, and hopefully better, work result.

The Companies That Give The Best Job Interviews

“This year for the first time Glassdoor has tallied up information from its 30 million users and put out a list of companies in 46 industries, from accounting firms to insurance carriers to toy and hobby stores, where Glassdoor users have reported the most positive interview experiences.”

Voce Insight – This may not be an exhaustive list, but it pushes the point that an interview is a two-way street. Just as you prepared to be grilled on your resume, you should expect your interviewer to answer the questions that will let you know if the job will be a fit for both parties.

Filed in Career Development

September 28th, 2015

The Stars Have Emerged, And Here’s What They Have to Say

This past Tuesday through Thursday, Omnicom held its annual Emerging Stars program in San Francisco. The event included 42 of Omnicom’s best employees who are given an exclusive opportunity to see agency presentations, participate in workshops and compete in a final pitching event to be held in October. The attendees are chosen from each Omnicom agency based off the individual’s quality of work, skill set and how well they encompass and exemplify the agency’s culture.

This year, Client Executive Alex Alias and myself were nominated and selected to represent Voce Communications/Porter Novelli San Francisco. To recap and share just a small portion of the expansive amount of lessons learned from Emerging Stars, we’ve assembled the four tips below. Agency folks of any discipline could benefit from:

  1. Integrated Campaigns: As we sit at our desks each day, we are so focused on the action items we currently have in front of us sometimes we lose sight of the bigger picture. This workshop was an inspirational reminder that PR isn’t the only spoke on the communications wheel. It’s just one of many that all work together to create, share and continuously reinforce a brand’s message. The next time an opportunity for a big idea presents itself, consider collaborating with another agency to take the idea to the next level and really “wow” your clients.
  2. Tracking Campaign Effectiveness: A continuous challenge we, PR and communication professionals, face is showing the results of our efforts. Some clients want numbers and charts; others want a more wordy, descriptive summary of key points. Regardless, to be able to show the effectiveness of your campaign there first needs to be a metric of measurement put into place to stack your work against. By doing this, and reviewing it often, you will keep the clients’ end goals top of mind and hopefully be able to better meet (or exceed) them.
  3. Getting “Dirty”: We’re fortunate to work in a time where stiff company, product and service descriptions are no longer acceptable. Fun, not facts, is the new trend. Consumers, and businesses, want the partners they work with or buy from to be human and relatable. Push your team and your clients to think outside of the box on the next product announcement or social campaign. Get your hands dirty!
    1. Side Tip – How to get your clients to say “yes” to an outrageous idea: Feed it to them slowly by sharing the thought process that led your team to the idea you have and why the plan will be effective. Not even clients can argue with logic.
  4. New Business Pitch Casting: Typically, pitch teams are assembled based on experience with presentations and knowledge of the potential client’s industry, such as Healthcare IT. This is a smart approach, however you can make a pitch team more persuasive by assigning different personalities types to the team. This will reduce the chances of losing new business just because a client panel didn’t like the way information was presented.

In short, this was truly an amazing experience that Alex and I are both honored and thankful to have been a part of. Hopefully these tips can be of use to the PR community and make everyone a star at their agencies!


Filed in Career Development, Voce Culture, Voce People

September 23rd, 2015

Instagram and Pinterest Keep Growing, But Does Size Matter?

instagram-logoThis past week Pinterest finally gave people what they had long been waiting for, official acknowledgement of user numbers. Turns out there are 100 million people who are visiting the site for recipes, fashion tips and more.

Then yesterday Instagram announced that the odometer had ticked over and 400 million people now used the app, 75% of which (or about 300 million…that’s math even I can do) were from outside the United States.

Both are important numbers, to be sure. It’s good for content marketers to see the scale that the social networks we rely on are achieving. We don’t want to hitch our or our clients’ wagons to a network that doesn’t have legs and is going to be shut down in the next six months. So when we see a network growing it either justifies our decision to get involved there. And when we see it shrinking we feel justified for having ignored it. Or, in either situation, we wish we had jumped in earlier or feel like we need to explain why this has gone south on us.

pinterest logoBut looking at the big picture scale is actually fairly limiting. Pinterest is relatively small with its paltry 100m users compared to Facebook or Twitter. But look at that audience, which is super-engaged and highly sought-after by just by just about anyone.

Focusing on overall user numbers doesn’t tell the whole story. What’s more important is finding whether or not the right audience is on these networks. Instagram has 400m users, but if the right 250,000 who are going to reliably engage with and get something out of your posts isn’t, then it’s a largely wasted effort. Conversely, an app could have 200,000 users, half of whom are right in your target audience, so it makes sense to get involved now and not wait for it to be “big enough” for people to feel comfortable with.

Scale is great to track, but while large numbers get headlines and appease investors, for content marketers it’s the finer slices of that number that relate to our specific programs that matters much more since that is what we’ll be judged on.

About the Author
Chris Thilk works on the Client Services team, part of Voce Connect, developing and executing social media strategy. You can follow him at @christhilk on Twitter.

Filed in Social Networks

September 22nd, 2015

Burberry Embraces Snapchat for Fashion Week Preview

In my last post about Snapchat, I talked about the social channels’ newest features including Discover, Our Story and Ghost QR Codes and how brands could make the most of these latest additions. Since then, brands have embraced these new features and continue to find unique and innovative ways to market themselves on this channel.

three girls two girls














The British luxury fashion brand Burberry recently came up with an idea that would allow Snapchat followers to see its new 2016 collection a day before it premiered at its show during London Fashion Week. Here are some best practices we saw in play for the collection’s Snapchat debut.

  • A behind-the-scenes experience: Followers love to feel like they are “VIP,” and creating that feeling doesn’t have to cost you. Burberry took readers inside the hectic days before their collection released; they showed invitations being delivered, makeup being tested, stylists frantically putting finishing touches on their pieces, and even what the stylists were eating for breakfast. This was an inside look that Snapchat followers couldn’t get anywhere else. It not only made them feel like a part of the show’s preparation, it also got them excited for their exclusive look at the 2016 collection.

makeup testmakeup girlbreakast










  • It’s all in the details: Burberry brought their collection up close to followers and showed off the details of their pieces. Snapchat offered a perspective that not even those viewing the collection on the runway could experience. Seeing the pieces up close made the collection more tangible to followers who could potentially be buyers.

belt bag coat detail lace detail










  • Branch out: Typically, press, buyers and celebrities are among the few that attend London Fashion Week. Snapchat made it possible for Burberry fans to get the same opportunity (if not better) right on their phones. As always, the first step is researching your brand’s demographics and learning which social channels they’re active on. From Snapchat to Pinterest, Twitter, Facebook, Vine or Instagram, there are a variety of ways to connect with your fans and build up brand loyalty. Meet consumers where they are.

back pack peacoat yellow lace










  • Utilize the platform to the fullest: While Burberry used the “Our Story” feature to give followers a sneak peek at their new collection, on the day of their fashion show in London they utilized Snapchat’s “Live Story” feature, which allows for anyone at the show to contribute video and photos they take, giving followers more behind-the-scenes footage from the live show. Aside from all the free coverage that Burberry received, the “Live Story” also features paid ads. Since the hype on Snapchat surrounding the new collection was at an all-time high following the pre-show debut, getting that ad space on Burberry’s “Live Story” was much more valuable to advertisers.

Fashionable and smart. Bravo, Burberry!

Filed in Social Networks

September 21st, 2015

Exercise Caution When Using Audience Photos in Your Content Marketing

“User generated content” has been a buzzword for a long time, originally used to somewhat derisively refer to anything that wasn’t created by a legacy media organization. Only slightly younger than that is the concept of a company using UCG in their marketing, the idea being that this sort of material holds some sort of authenticity and genuineness that formal marketing photo shoots or other content might not.

Caution Otters!

The rules around doing so have always been, for better or worse, nebulous. But the issue seems to be back in the conversation thanks to this New York Times story, which talks about how some companies are trolling Instagram in particular for beauty shots of people actually wearing the clothes being sold or what have you. In many of those cases people’s photos are being used without their knowledge or permission, sometimes to the pleasure of the person who originally took it and sometimes to their consternation.

There are a few issues raised in the story by individuals and corporate spokespeople that bear commenting on:

  • The difference between me posting it and a company using it: I may choose to share a picture on my social profiles, but that mens I want to show it off to the people I’ve connected with on a network. A company using it without my permission not only changes the scale but also implies an endorsement I may not be comfortable with. Not everything that’s bought or shown off on social media is based on  it being the best thing ever. Sometimes it’s just what was convenient or on sale, with no larger brand loyalty behind it.
  • Getting consent: If your “best practices” don’t include getting permission to use someone’s photo in your marketing then you need to reevaluate what those best practices are. Even if there aren’t the same legal implications (yet), this needs to be the same process as getting an image from the AP or Getter; Get permission, then use.
  • Know the difference between the individual and others: A selfie that just has the taker in the picture and a caption “I love my new infinity scarf from (insert company name)” should be a much different consideration than a picture of under-age children, groups of people and so on. If you can’t see that then you need to familiarize yourself with basic privacy considerations involving consent, intent and more. That’s the difference between Retweeting someone saying that was the best movie they’ve ever seen and reposting a picture someone took of their kid and five others at a birthday party.

What’s interesting to me is that this is a problem that used to be solved but got broken. Flickr, which used to be the preeminent photo-sharing site on the web, used to and still does allow you to publish your picture with or without some sort of Creative Commons license. Some of those CC options allowed you to say, essentially, “sure, you can use this for marketing purposes as long as you provide appropriate attribution.” But those kinds of options haven’t made it over to Twitter, Facebook or Instagram. And they probably need to.

For now, marketers of all stripes need to familiarize themselves not only with what the FTC’s privacy guidelines are but also on what general privacy best practices are, hopefully before they  are subject to legal action resulting from using the wrong person’s Instagram photo to show off their footwear. While social networks may say that posting a photo puts it under their ownership, there are still plenty of rights the person who posted it still retains. Act accordingly.

About the Author
Chris Thilk works on the Client Services team, part of Voce Connect, developing and executing social media strategy. You can follow him at @christhilk on Twitter.

Filed in Marketing, Social Networks

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