Not with a bang but with a whimper?

Mark Evans reflects on Jason Calacanis’ announcement that he’s done with blogging and asks the question, "Do blogs/bloggers have a ‘best until’ date? "

I think that sooner or later, 99% of bloggers will retire from blogging or at least their current blogs. There comes a time when anyone has said all they have to say and all that keeps them going is ego. If they can come to grips with the ego question, they’ll move on to something else.

That something else may be a different blog on a different subject matter and a fresh perspective. Or it may be to leave blogging altogether.

For some people, that will come with a dramatic declaration that "I’m outahere." For most, however, I think it will come about with less and less frequent until things simply peter out.

Not with a bang but a whimper .

What do you think? How long will you keep blogging before you shut down your current blog or walk away altogether?

Social media authorship is mandatory for credibility as an advisor

Tom Foremski strikes a nerve with his post, PR Firms that Don’t Blog Yet Offer New/Social Media Practices . Tom argues:

… I’ve always said that PR firms cannot claim to know anything about new/social media if they aren’t using it themselves.

One way to check out if a PR firm understands blogging, etc, is to see if they have a blog of their own. Many don’t, or if they do, they post very infrequently, and usually after meetings abut what they will blog about. Yet nearly every PR firm offers a new/social media practice to clients and claims that they understand this medium. This is BS imho.

I think that Tom is absolutely right. Usually, I keep my views to myself on this. But Tom’s post and the comments in response to it really hit home.

So, this is a one-time post about this topic. And before I start, please excuse me if this reads as self-congratulatory. It’s not meant to be.

But it is meant to be a challenge to all those companies that are out there peddling social media advice from the safe distance of observers. People who say "you don’t need to be active in social media to be able to advise on how to do it right."

So, to you folks, I say:

You can’t understand the process of creation unless you’ve created something

I’m a big believer that you need to be a creator of social media to truly understand it.

Social media is online communications in which people switch easily from being audience to author – without the need to know coding (thank you social software!)

How can you really understand social media if you restrict yourself to the audience role? You are really only watching one half of social media. You have to experience the work, agony and joy of creation to really know both sides of social media.

Go to next heading if you want to skip the Thornley Fallis story

Have we put our money, time and effort where my mouth is? You betcha we have. Not only me, but all the people I work with.

Back in ’04, we began experimenting with social media behind the firewall – with both a Wiki to replace our traditional intranet and a blog. (I started out with an MSN Spaces account restricted only to the people in my MSN friends list – social media on training wheels.)

In ’05, I came out in public with the Pro PR blog . Shortly after that, Terry Fallis along with David Jones (then a Thornley Fallis employee) launched the Inside PR podcast .

At the same time, we encouraged all of the people in the company to get involved in blogging (that was pre-Facebook, pre-Twitter). And as people began to post, we redeveloped the Thornley Fallis Website so that the most recent posts from each of our employee blogs are front and centre. In this way, we give visitors a chance to know our company through the thoughts of the people who work here, not through "brochureware".

Today, if people come to our Website, they can read the views and insights that our team shares each an every day through: Michael O’Connor Clarke’s Uninstalled , Michael Seaton’s The Client Side , Bob LeDrew’s FlackLife , John Sobol’s The Talking Shop and the collectively authored blogs of the women in our Toronto office, PRGirlz , the folks in our Ottawa office, Capital PR , and our 76design team, shift+control .

Last year, Terry Fallis self-published his novel, the Best Laid Plans, and promoted it by reading it in a podcast series on his blog. Not only did he explore a whole new model of publishing, but his novel was awarded the Leacock Award for Humour . (And now he has a traditional publishing deal which will see his novel published and hit bookstores in the autumn season. Way to go, Terry!)

We also created some apps – FriendsRoll and TopLinks – which we hope will help revitalize the blogroll and bring a greater sense of community to blogs.

And along the way, we’ve played with all the Shiny New Objects. We’ve learned which are simply really neat technology and which have real utility. And we actively participate and generate content in those that we find useful. Twitter, Facebook, Dopplr, del.icio.us and many more.

Oh yes. We also took our social media involvement back into the real world. We’ve helped to organize the Third Tuesday social media meetups to provide a place where we can meet in the real world with others who share our passions for social media.

Bottom Line: Social media authorship is the entry fee for social media credibility.

Where does that leave us? Well, when someone asks me a question about social media, I never have to preface my response with "They say…" or "They believe…" I can always say, "In my experience, I have discovered…" And that gives me real confidence that the advice I am providing is solid.

I listen to people who have never posted to a blog pronouncing their views and presenting themselves as experts in social media. And usually I politely keep my opinion to myself. But I’ll say it here. Very few of the people who aren’t active creators of social media really understand the nuances of the social media culture.

OK. That’s the end of my rant. What do you think?

My Blog Comments Policy

The best part of blogging is receiving comments. Not only does it provide instant feedback that someone has actually read what I have written, but it provides an opportunity to listen to and learn from the views of others. Through comments, we can have our views challenged, supported or augmented. Comments are indeed where the conversation really happens.

So, I want to receive as many comments as possible. And I want to approve every comment I receive.

Sadly, I haven’t been able to publish every comment that has been submitted. Some have included content that wasn’t in keeping with the kind of place I want my blog to be.

This hasn’t happened often. But it has happened. And when it did, I realized I need to have an explicit comments policy on my blog that will provide you, my community, with guidance on what I will or will not approve for publication on Pro PR.

So, here it is. My blog comments policy.

Pro PR’s Blog Comments Policy

This is my place. I try to be civil and I’d ask commenters to be governed by the spirit of civility.

I moderate comments. I want to approve all comments. So, to be sure that I approve your comment, please:

  • Provide your real name, social media URL and email address in the comments form. I do not accept anonymous comments. My name is on all my blog posts. You know who I am. I’d like to know who you are.
  • Be civil in your comments. I will not approve comments that contain insults, threats, attacks on a person’s character or use abusive or profane language.
  • Be on topic . I will delete SPAM and off-topic comments.
  • Do not include private or personal information about another person .

What do you think?

So, there it is. My blog comment policy. Does this policy seem reasonable to you?

Acknowledgments: I reviewed the several people’s blog policies and posts about blog policies. I’d like to thank all of the following for providing guidance and inspiration for my blog policy: Lorelle Von Fossen , Lee Odden , Joyce Carpenter , Matt Craven , and Gina Trapani .

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Customer service is the new marketing

Freshbooks lives in the open wilds of social media. The officers and employees blog and use twitter. Customers respond in kind. So far, all has been good. But what happens when a disgruntled customer attacks?

Michael McDerment argues that by being transparent and proactively communicating with people, a company like Freshbooks builds up a reservoir of good will that causes most people to hold their fire when the company trips up.

Saul Colt tries to handle the situations in which people are angry. His approach: “First rule, you can never win one of these arguments. So treat people with the utmost class and respect. Never get into a shouting match. Kill these people with kindness. If they have a problem, try to work it out in the most level headed way. Never ignore people. I try to answer any blog post we can find, even if it’s a ‘hey we love you’ post. … We really believe that customer service is the new marketing.”

Saul provides an example of how Freshbooks dealt with an actual disgruntled customer. Watch the video to get the complete story.

Final note. This is the last of the series of posts with videos of Freshbooks’ appearance at Third Tuesday Toronto . I hope that you found them interesting and informative.

Other clips with Freshbooks’ Michael McDerment and Saul Colt :

A Fresh(books) approach to social media by Dave Fleet

Building a Winning Team

Your next great business idea may be staring you in the face

Freshbooks: Don’t talk about the product. Talk about what it means to people

Freshbook Execs listen and respond to customers

Online media deliver results. But traditional media still add legitimacy

There’s no shortcut past setting realistic expectations

You have to trust people

You have to trust people

It should be apparent from the series of posts about Michael McDerment ’s and Saul Colt ’s session at Third Tuesday that Freshbooks is a very social media savvy organization.

Not only does CEO Michael McDerment blog, but at least five other employees also blog. And there will likely be more.

So the obvious question: What will you do if one of your employees messes up and gives out a company secret or does something to hurt the company? Do you try to curb your employees’ blogging?

Michael McDermont: “It comes back to hiring. You’ve got to find people with shared values. And at the end of the day you have to trust people. … That’s the best you can do.”

It strikes me that this is a problem for large organizations which, by their nature, lose the ability to ensure fit between employees and company culture. But having acknowledged that, for organizations that still are of a size where this is practical, McDerment focuses on exactly the right place – management’s hiring decisions and attitudes.

Other clips with Freshbooks’ Michael McDerment and Saul Colt :

A Fresh(books) approach to social media by Dave Fleet

Building a Winning Team

Your next great business idea may be staring you in the face

Freshbooks: Don’t talk about the product. Talk about what it means to people

Freshbook Execs listen and respond to customers

Online media deliver results. But traditional media still add legitimacy

There’s no shortcut past setting realistic expectations

Join us at Third Tuesday Ottawa – on a Monday

If you are in Ottawa this Monday, May 5, join us at Third Tuesday Ottawa .

This month’s topic is The Shiny New Object Syndrome. We’ve assembled a panel of Colin McKay , Ryan Anderson and Brendan Hodgson to lead a discussion of which social media tools are most useful and which are just code looking for a reason to be.

Of course, the best part of Third Tuesday is the discussion. And that includes you. So, be ready to share your thoughts on which tools are most useful and which just don’t make sense to you. It should be a great conversation and an even better one if you participate. So, plan to join us Monday. You’ll meet some interesting people.

As always, special thanks to our sponsors, CNW Group . CNW has supported us through this entire season – and their contribution has enabled us to keep Third Tuesdays as free events for the social media community.

Freshbooks: Online delivers the results, but traditional media still bring legitimacy

The essence of the Third Tuesday gatherings are the exploration of social media capacity to build communities of interest. That can be communities that are driven by individuals. It can also be communities that grow around a company or a service.

Freshbooks is a company that has seen a sense of community grow among its users and around it. So, it’s not surprising that several of the questions from the audience to Freshbooks Michael McDerment and Saul Colt related to how they view traditional and new communications channels.

“From day one, we’ve paid for advertising,” says Freshbooks founder Michael McDerment. “Google pay per click, search engine optimization, we baked that into our marketing efforts. That’s our foundation. … Gradually, we started networking and eventually we brought on PR.”

McDerment says that most of the value of Freshbooks’ investments in PR have come from social media. Yes, they’ve been in traditional media such as the Globe and Mail, Profit Magazine, the National Post – and they expect to be in more of this. However, states McDerment, “We see more impact from a blog post than we do from the Globe and Mail.”

Saul Colt adds: “Traditional media goes a long way toward legitimizing your brand. But our core customer base is living online. … This is where a lot of our success has come from. At the same time, while I consider it “ego advertising”, features in magazines are so important for so many reasons. Besides the warm feeling you get when you buy the magazine with yourself in it, it just legitimizes everything. Because there are tons of people who aren’t in the [online] places we’re in, but could be great for us to know and be top of mind.”

McDerment agrees, “Traditional media helps us to reach other markets.” And he notes that while a blog post may have more direct impact on Freshbooks business, appearances in traditional mainstream media still matters to most people. They think, “You were in that magazine? You must be so successful.”

Other posts about Freshbooks’ Michael McDerment and Saul Colt at Third Tuesday Toronto :

A Fresh(books) approach to social media by Dave Fleet

Building a Winning Team

Your next great business idea may be staring you in the face

Freshbooks: Don’t talk about the product. Talk about what it means to people

Freshbook Execs listen and respond to customers

Your next great business idea may be staring you in the face

How many entrepreneurs woke up and said to themselves. Eureka! I’ve got a great idea. I’m going to set up a business so that I can spend all my time doing invoices.

The answer? None. Er. Check that. Maybe one. Michael McDerment .

Four years ago, Michael founded Freshbooks which offers small businesses online invoicing.

Look around your current business. You may find a new, better business opportunity

In this video clip from Freshbooks’ appearance at Third Tuesday Toronto, Freshbooks founder MIchael McDerment gives heart to anyone who dreams about leaving behind the sell-it-by-the-hour business model. He was running a services company and found that he needed an invoicing program. So, he built it. And that’s the foundation of what today is Freshbooks.

See other posts and videos of Freshbooks’ appearance at Third Tuesday Toronto:

Dave Fleet had a good overview of the event: A Fresh(books) approach to social media

Freshbooks: Don’t talk about the product. Talk about what it means to people

Freshbook Execs listen and respond to customers

Third Tuesday Ottawa is back

We’re back. After several months hiatus (darn that burst appendix!), we’re restarting the Third Tuesday Ottawa social media meetups.

It seems that almost every day, we hear an announcement of a new social media tool, social network or open standard that the inventors tell us we soon won’t be able to live without. At this month’s Third Tuesday Ottawa, we have a panel of Colin McKay , Ryan Anderson and Brendan Hodgson to lead a discussion of which social media tools are most useful and which are just code looking for a reason to be.
So, if you’re confused by all the shiny new objects and want to know which you should use or, better yet, you want to share with others your views on which are useful and which don’t make the grade, join us at the next Third Tuesday Ottawa on May 5. (Yes, it’s a MONDAY. But that’s the day we could get the speakers and book the ClockTower.).

We’re looking forward to seeing you there.

As always, special thanks to our sponsors, CNW Group . CNW has supported us through this entire season – and their contribution has enabled us to keep Third Tuesdays as free events for the social media community.

Freshbooks: Don’t talk about the product. Talk about what it means to people.

Freshbooks has been very successful in establishing an online community of fans, customers and promoters. Third Tuesday Toronto moderator Michael O’Connor Clarke found 1,664 blog posts mentioning Freshbooks. He asks, how has this Toronto-based startup cultivated this level of awareness and attention?

Says Freshbooks’ Saul Colt : “We have a really good product. But we don’t push our product…. We want to tell the stories of our customers and make everything about the company compelling. … We try to push the unique values of our company, the different sort of things that we’re doing and that’s the kind of thing that gets people talking.”

“Invoicing isn’t the sexiest thing in the world. But there are amazing stories that come out of how we are saving people time, how we are making their lives easier. … We’re actually letting people do the thing that they love doing. When you were a kid, no one dreamt of doing invoices. You dreamt of being a PR person, or being a superhero or whatever. So, we’re actually letting you do that stuff and we’re saving you all this time while you’re doing it. We’re giving you your life back. We’re giving you your job back. So that you can do what you actually want to do. And that is why people talk about us, because it’s much more than just a product.”

Later in the evening, O’Connor Clarke asked Michael McDerment to tell The Triscuits story. Brief version: A resident of Fiji responded to a blog post McDerment had written about Triscuits, indicating that he can’t get Triscuits on Fiji, but that he’d love to. McDerment sent him a box of Triscuits. The fellow on Fiji wrote a blog post about McDerment’s gesture which was picked up by other bloggers – and Freshbooks ended up being talked about positively because of it.

Says McDerment, “It was born out of doing just what seemed natural. How would you like to be treated? Well, this is how.”

Adds Colt: “It’s really about being authentic. … Stories like that you do not because you’re hoping it will grow into something. You do it because it’s part of what you are. And that’s really part of the personality of Freshbooks. … And that’s also why a lot of people talk about us, because the company actually has a personality as opposed to a faceless, nameless corporation.”

Interested in reading more about what Freshbooks’ Michael McDerment and Saul Colt have to say? You may want to take a look at: Freshbook Execs listen and respond to customers .