webinar 6: now you're talking - jonathan melville
DESCRIPTION
Now you’re talking! - e-copywriting for all your audiences Your online copy is how you present your organisation and its work to the world wide web. It has to persuade and attract existing and potential audiences of all demographics. Should you segment online audiences? Should different copy be produced for different audience segments online? How do you work out what to say to whom, and in what tone of voice!TRANSCRIPT
Now you're talking – e-
copywriting for all your
audiences
Jonathan MelvilleDigital Editor
Introduction
The last 15 years have seen most of us become more
familiar with the Internet.
The traditional, linear relationship between client and
organisation has been disrupted.
Most businesses have an online presence and are used to
publishing information about the company and its products.
Twitter, Facebook, Flickr, YouTube and others allow organisations to interact more closely with stakeholders.
It's important to write for different audiences in different styles, but that has to be done in different places.
Overview
Overview
Introduction
Defining our audience
Devising a content strategy
Case studies
Hints and tips
Defining our audience
Defining our audience
You probably already know who your main audiences and demographics are.
You may have a website which tells them what you think they need to know.
But it's important to find out what they actually want from you.• Why do they come to your site?• What do they do when they get there?• Do they want what you're giving them?• Is there a better way to reach them?
Defining our audience contd.
Trying to write for a variety of different audiences on the same website can be confusing to users.
One option could be to create multiple sites for multiple audiences, but this can lead to huge resource issues.
Instead:
Know what you're company does/offers Tell customers clearly and concisely what that is in a single tone of voice on your website Approach different platforms in different ways
Defining business objectives
Every business should have defined business objectives:
• Specific – define single/multiple objectives
• Measurable – value of objectives
• Agreed – those achieving objectives should agree them
• Realistic – objectives should be achievable
• Time Specific – time limit on achieving objectives
Business objectives should be reflected in digital strategy
and web content.
Digital strategy
A digital strategy is a business strategy based on the use
of information technology.
Process of specifying an organisation's objectives, goals,
opportunities and initiatives to deploy online assets:• Websites• Mini-sites• Mobile sites• Social media• Newsletters
Content strategy
Your content strategy is part of your larger digital strategy.
Content strategy allows you to:
• Identify target audience(s)
• Define tone of voice across platforms
• Plan site features
• Create relevant content
• Monitor and evaluate
Audience types
People tend to fall into one of four categories:
• Drivers - want to know the facts about your company
and/or product and how to get it. Keep it simple.
• Analyticals – love number crunching, facts and statistics.
• Expressives – they have feelings and want to feel good
about themselves. Want their lives/persona to be improved
by your product.
• Amiables – want to solve problems and help others.
Impress them with case studies.
Understanding audience needs The best way to find out what type of audience you have, and
what they want, is to look and listen. Different ways to do this:
• Analytics – can be free and top level information useful
• Read blogs or discussion forums to see what they're saying
• Online survey – fast, cheap and not (too) obtrusive. Add to
website or email
• Focus groups – invite cross-section to discuss
plans/ideas/wants/needs
User profiling
When identifying our users' needs and preferences, we conduct a user profile analysis to consider the following questions:
What are users' motivations, habits and preferences?
What are the users' technological capacities?
What are the users' physical capacities or limitations?
Where are they located?
Example 1: GTC Scotland Probationer site
Example 1: GTC Scotland Probationer site
http://www.probationerteacherscotland.org.uk/
New site created for Scottish probationer
teachers in 2007 by regulatory teaching body,
GTC Scotland
Formed steering group for site within
organisation to plan content
Example 1: GTC Scotland Probationer site
Sent surveys to local authorities on
Surveymonkey tool, asking what teachers wanted
to read
Invited teachers from different areas and
with varied experience to focus groups
Wanted real-life examples and honest stories
from peers
Created content schedule and ongoing site
maintenance plan
Writing for our target audience
Once we are aware of our target audience, we can identify the appropriate content and write according to how we see them:
We must anticipate: • The depth of interest the audience needs in the subject matter • What their existing knowledge is • What their views are • What possible reaction they will have to the material
Content Objectives Each platform requires different writing style, but the rules for considering which one to use should be the same. Ask some simple questions:
• What do we want to accomplish?
• What is the key message?
• Is it a news item, a hint/tips, an article or does it require
an entire web page or will a single tweet suffice?
• Is it to inform, update, persuade, reassure, motivate etc?
• What type of response do we need – do we want to
inform or do we want reader interaction?
Writing for different platforms Twitter
140 characters per tweet
Content and style varies but short,
snappy and informative tends to work best
Users expect interaction where possible
Lighter tone is usual, reflection of
account holders personality – BBC News more
serious than Empire film magazine
Writing for different platforms contd. Facebook Timeline of news stories
Chance to add photos, video and detail
Style varies but concise and informative
is helpful
Users expect interaction where possible
Tone of voice depends on subject matter
Example 2: Positive about Science
Example 2: Positive about Science http://www.infoscotland.com/science/
Government campaign aimed at encouraging
school children to take science in High
School
Held focus groups with students to find
out what types of sites they liked
Responses suggested interactive, flashy
sites were popular, allowing them to play
games, read stories/case studies and watch
videos
YouTube videos and channel created
Monitoring and evaluation Once site is live, tweets have begun and
the Facebook page opened, that's just the
beginning
Monitor Google Analytics to see who's
using different pages on website
Create tracking for links used on Twitter
and Facebook to see if they're being
clicked on – bit.ly offers this
Keep an eye on user statistics on
Facebook to see how many people are
interacting with page, new members –
Nutshellmail is a useful tool
Case studies
Filmhouse
Filmhouse
• Signed up for Twitter Summer 2009 - @Filmhouse
• Initially unsure how to best use it
• Jenny Leask signed up with a personal account to get used to style
• Now 1,623 Followers on Facebook and 2,577 Followers on Twitter
• Very informal yet informative – mimics style of programme intro
• Constant and consistent – tweets in evenings and over weekends
• Proven sales – last minute screening of The Illusionist put on sale on
a Tuesday morning, sold 86 tickets via Twitter alone
Glasgow Film Theatre
Glasgow Film Theatre
• Available on website, Twitter and Facebook
• Currently developing new website
• Knew site had to work for all audiences, ranging from children to the very
old - aware all groups are using the site and buying tickets online.
• Interrogated Google Analytics - what pages were used, which weren't,
where people clicked, which links were most popular
• Went through all the festival feedback and evaluation to consider any
criticisms which related to the site
• Asked friends who were GFT/GFF customers to let us know what they
thought of both sites and how they worked
Royal Lyceum Theatre
Royal Lyceum Theatre
• August 2007 - Lyceum website relaunched to reflect new branding
• December 2007 - filmed and posted first YouTube videos
• August 2008 - joined Flickr, but ended up using Photobucket
• May 2009 - joined Twitter and used it to chat informally with anyone
interested in the Lyceum and their work. Drew attention to videos,
reviews, competitions and events
• October 2009 - abandoned Photobucket and started utilising Flickr
• December 2009 - opened personal Foursquare account
Royal Lyceum Theatre contd.
• January 2010 - Lyceum Facebook page launched, a “middle
ground” between Twitter and main site - more formal than Twitter but
still quite chatty. Also good for direct communication with and between
audience members.
• March 2010 - launched Lyceum mobile site to cater for the growing
demand for mobile browsing. Not all content from the main site on the
mobile site. Optimised to run on mobile devices, so embedded content
stripped out, images are smaller, etc.
Hints and tips
See what your competitors are doing
Carry out research on where your customers are
Join Facebook, Twitter, LinkedIn, Flickr
yourself
Write for the medium you're using rather than
who you think is using it
Take small steps – use one new tool for your
next campaign
Monitor links and users/fans using tools such
as bit.ly and Nutshellmail
Don't be afraid to make mistakes