It’s Friday and everybody is grumbling about work–how much of it they have to do, how much they hate doing it, or how much they really need some so they can pay the bills. Even if you love the gig you’ve got now, chances are you’ve had one (or five) that have sucked. Hard.

Naturally, if you’ve had a job like that, you have also fantasized about quitting that job in some kind of fantastic way. No wonder the story about Steven Slater, the put-upon JetBlue employee who quit by calling a passenger a naughty name, grabbing a beer, and escaping down the emergency slide, became such a working-class hero tale. And of course, when one meme goes viral, dozens of copycats are bound to follow, which led to this heartwarming story: a pretty young girl, after being harassed by her evil boss, quits by writing snarky comments on a dry erase board, photographing them, and emailing them to the entire company.

The interwebs FLOCKED to this unknown Jenny’s banner. She was a hero. Until we realized that the story was FAKE. A hoax, put together by the same comedy website that did that story about Donald Trump and the $10,000 tip. Her name isn’t even Jenny! It’s Elyse!

Rats. No cute girls quitting spectacularly. No stickin’ it to The Man. Just a meme. Disappointing, but no big deal, right? Right.

Unless you’re in social media marketing. In which case, you are now going to have to try to convince the suits above you that there is no formula for a viral video. At least with the Old Spice commercials, they probably noticed that the people responsible put a LOT of work into it. But with “Jenny,” all they had was a whiteboard and a pretty girl! That’s gotta be cheap and easy, right? So go make us a viral video! Community manager Evan Hamilton explains why this is going to be a major pain in the ass for social media workers everywhere: it’s going to re-convince executives that there is a viral “button.”

Good luck proving to your clients and executives that the only way to get real buzz about your brand is to put in the real effort.

I was going to write a snarky post about this Onion article and how I’m totally sick of the tired old copy about how “it’s a new way to connect in meaningful ways! Content! Connect! Blah blah blah!” and how I would like one of these new social network upstarts that claim to be revolutionary and provide real-world results to do something that actually translates to the real world…

But then I saw this HILARIOUS book trailer for Meg Cabot’s new novel, Insatiable, and my snarky mood vanished! The trailer manages to describe the plot of the novel while making fun of itself and the genre of teen-hormone-fueled vampire fiction spawned by Stephenie Meyer and her (bloodcurdlingly awful) Twilight Saga. This trailer does two HUGELY AWESOME things for me:

1. It makes me want to read the book. And I haven’t read a Meg Cabot book in 10 years (sorry Meg, I burned out on Princess Diaries).

2. It makes me believe that publishing is not dead. People will want to read this book. They will buy it. Hardcover, paperback, Kindle, iPhone, iPad, Nook, and every other format you can think of. They will buy it. They will read it. And they will want sequels.

So what’s the problem? Why are you worried?

Because so few people are seeing them and even fewer books are using them. If publishers spent more time and energy creating deliciously exciting, funny, enticing things like this, and empowering their authors to do projects like Cabot’s crowd-sourced zombie-couture Fashionably Undead audiobook (co-written by the author and 50 of her Twitter followers, for BBC Audio), instead of having conference after conference bewailing the end of the industry as we know it, they’d be doing just fine. Readers would be excited and engaged, and above all, they’d KNOW about the fabulous books being written ALL THE TIME instead of drooling endlessly over Robert Pattinson fansites.

And now, for your viewing pleasure, some FANTASTIC transmedia projects, book trailers, and crowd-sourced book clubs:

It’s a Book! Trailer, explaining the difference between books in dead-tree vs. ebook form.

Neil Gaiman’s Instructions trailer, narrated by the author.

Meg Cabot’s magnificently insightful blog entry about her Insatiable trailer.

Meg Cabot’s celebratory online Dracula reading group, working up excitement for the new book, complete with prizes!

My personal favorite, the #1b1t discussion group, the first Twitter-wide book club, currently reading Neil Gaiman’s American Gods, started by Jeff Howe, the inventer of the term “crowdsourcing.”

Hear that, publishers? Quit sending your people to nonsense conferences and quit writing articles about how the industry is dying and DO SOMETHING TO SAVE IT.

Or get Zach Galifinakis to be in your book trailer.

1. Moms won’t be won over by push messages. Brands need to join the conversation.
2. Mom is looking for a relationship — a two-way dialogue that shows the brand is listening and responding.
3. Moms like transparency.
4. Moms don’t expect brands to be perfect, but they expect honesty.
5. Moms work best when you give them tools and knowledge and then turn them loose to customize and make them their own.
6. Moms like relevancy. Fill a need, answer questions, value her opinion, and then let her see action taken. And don’t forget to make buying fun.
7. Moms like you to get to the point. They’re busy, so be authentic, clear, and genuine. Otherwise, the response will be skepticism.
8. Moms love to be comfortable with decisions, and information is key to comfort. Make their homework easier.
9. Moms think pragmatically and emotionally. Brands need to cover both sides of the conversation.
10. Moms like stories. Social media is about communicating — telling a story — which is extremely different than selling.

Thanks to Avi Savar of imedia connection for providing this nugget…

I’m going to repost something I put on my personal Tumblr…I’ve been trying experiments with my personal (not affiliated with Nostrum) blogs to see which I liked better, Tumblr or Wordpress or what, and here’s what I’ve come up with so far, for my needs as an individual blogger. For Nostrum and our purposes as a multi-writer blog, I definitely like our current system of a WordPress blog with all of us writing and a Twitter feed for the little spur-of-the-moment things. For individuals, however, I’m thinking Tumblr will come to play an increasingly useful role, although for the moment the point is kind of moot since so few of my friends are on the site!

Repost starts now:

“Okay, I’ve tried it. I’ve decided to stop linking my Facebook, Twitter, and Tumblr feeds. It’s waaaay too crowded. What feels like a totally normal amount of communication on Twitter seems excessive (embarrassingly excessive) on Tumblr, and just AWFUL on Facebook. Some people may be all about the integration and the one-stop-shop publishing, but it seems to me to be completely redundant. Why would a reader go to 3-10 different platforms to read the same information? A little cross promotion to alert followers form different venues that one platform has been updated is one thing…the same thing all over is just lazy.

I guess this makes sense considering what I use each service for. Wordpress is for really long, drawn-out, detailed posts. Tumblr is for medium-sized notes. Facebook is for communicating ONLY with people I know in real life. Twitter is for stream of consciousness posting of things I find interesting, fan-girl worship of authors and comedians, and Etsy/craft madness. It comes as no surprise to me that Twitter is still the one I like best. Call it a symptom of modern ADD or whatever you like, but I like being able to catalog the things that strike my fancy at a particular moment. Honestly, I sometimes find it the most useful to go back and read what the hell I was thinking about this morning at 10am.”

In essence, what I’ve discovered (I always knew it intellectually but actually remembering NOT TO DO IT is a totally different thing) is that publishing the same content across every single one of your platforms is a BAD IDEA. Cross promotion is good and useful, but the same content on every site makes it pointless for a user/follower/friend to go to more than one platform, and therefore you’re likely to cause your readers to miss something when you DO post something new on one site and not the others. In other words, keep it fresh. Don’t be redundant.

I’m not going to be bitter about the fact that I’m not going to SXSW this year. Or that I haven’t been before. Ever. (sob)

But just in case I ever DO get to go, and for the benefit of all the lucky SOBs who ARE going, I want to find out what the best SXSW-targeted apps are.

So far there are the obvious ones like Foursquare (they’ve even got special badges ready), location-based stuff on Twitter, Facebook, etc.
Then there are these:

PlanCast

Hot Potato

Anybody know any other ones? Tell me which ones you like (or hate) and why.

Also, keep in mind the How Not to Be a Douchebag at SXSW panel if you’re unsure of what to do. And here are some parties and events on the don’t miss list. Please go to them and blog about them so I can live vicariously through you! Put links in the comment section (with explanations please) or tweet them!

Something that a very pertinent scholar showed us very recently.
Take a second and view/digest it. Then let us know what you think…

JESS3 / The State of The Internet from Jesse Thomas on Vimeo.

Following up on Mike’s previous post about Google Buzz, I totally get the furor about it. The service definitely needs work, and Google has definitely made a whole lot of big mistakes.

But hey, it’s new. That’s the downside of a service being released by such a huge, publicly visible company. Twitter and Facebook were NOT famous when they were released. They weren’t globally famous for years after they were founded. They had plenty of time to make changes, fixes, and tweaks based on quiet user feedback. Google Buzz had the disadvantage of going very public, very quickly. It wasn’t finished. And it got slammed. Now I wonder whether Google will have enough time to fix it and realize its potential before it gets laughed out of existence.

I think it would be nice if Buzz went back to beta. Google definitely needs more time to tweak it, and they need a setting to get real constructive criticism instead of media snarking. I still think the service has a lot of potential. I like Pete Cashmore’s take on it. If you insist on using an analogy to define Buzz, try this one. Think of Facebook as the local bar, where you go to hang out with your friends, play some games, and just shoot the breeze. Think of Twitter as the village square where you get all the news and have public conversations. It’s a public forum. Then you have Buzz, which SHOULD eventually become a place to focus detailed conversations on IDEAS. Not news, not people, not “what are you doing” or those awesome photos you took on your trip to Cabo this spring, man. It’s a platform to talk about content and have major brainstorming sessions about concepts and projects.

If Facebook is the local bar and Twitter is the town square, Google Buzz (I hope) will be the local college campus.

I’ve said before that I like Google Wave as a productivity tool–an easy way to keep work projects neat, tidy, and collaborative at the office. I don’t find much utility for connecting with friends about random things. It’s a business thing, and I like it that way. I think Buzz will end up being sort of similar in market, although I hope more concept-oriented and less business-y.

If it lasts that long.

To be completely honest, this should probably be Part 1.5. This isn’t actually a blog (it’s a shopping site, I think) and I don’t actually know what they’re saying because it’s all in Dutch. I don’t speak Dutch. However, I think the animation on this site is absolutely gorgeous. Click on the site and just wait and watch. The animation will start in a second. Really fantastic, I promise. Go ahead, I’ll wait.

http://producten.hema.nl/

Oh my God, did you click? Did you watch? It’s amazing, RIGHT? I have no idea exactly what the little pop-up at the end is advertising, but I just LOVE this concept. It’s like an online Rube Goldberg project. It’s fun, engaging, and visually beautiful. It doesn’t hurt that it shows off the technical expertise of the site builders, as well as the fun aesthetic of the people who own it. I think business would be a LOT more fun if everybody incorporated this kind of sense of humor and attention to detail.

On an only-vaguely-related note, anybody who speaks Dutch want to tell me what the site is ABOUT?

I think I’m going to do a series on blogs I like. Some of them might not seem like they have much to do with media or advertising at first glance, but stick with me. I promise they’ll be relevant.

For Part I in this series of Blogs I Like, I’m going to start with Put This On. Their tagline, “How to dress like a grownup,” pretty well says it all. This is a style blog aimed at men, and probably most resonant with guys in the business world who want to look professional, polished, and modern, without looking like a) their dads, b) Steve Urkel, or c) douchebags. It’s a fine line.

Not Good

Good

Obviously it’s a good idea to dress well if you are attempting to make a business deal or get a job or impress people in any way. But it is also a good idea to keep things simple and classy, which is where Put This On comes in. In addition to giving sound style advice (and trust me, gentlemen, I am a GIRL and, as such, I am fully qualified to expound on what looks good on guys), the blog promotes smaller clothiers, vintage shops, and other style blogs. They are also working on videos about specific style subjects, though to date they have only completed one (with excellent production values–Denim).  The thing I really like about this blog is that they practice what they preach–they keep the aesthetics of their site clean, polished, and classy, while providing exceptional content.

And NOW we get to my point about this site. Quality content, sound advice, beautiful aesthetics, and generous cross-promotion. This is the model all websites should adopt. Take heed, media folk. Take heed, and Put This On.

In case you missed it the Grammys were on CBS last night. I say in case because not many people missed them, the ratings were up 33%… I was part of that 33%.

My wife and I weren’t going to watch the Grammys, neither of us ever have. In general we are not huge fans of award shows and our dial rarely ever goes below Channel 4.  However last night something happened. As we were on twitter and Facebook we took notice of all the post’s talking about how crazy this Gaga person looked. Other posts were highlighting how amazing the Black Eyed Peas did, and still others that poked fun at every opportunity.  It was at that moment we realized we had a choice watch the Grammys or find ourselves irrelevant.

Last night CBS added eyes via Social media are you?

CBS is beginning to head down an interesting path in its ad placement for the SuperBowl. They have turned down two “gay-themed” ads so far: one is from male-male oriented dating site ManCrunch.com and the other is from web-hosting service GoDaddy.com. The ManCrunch ad shows two men watching a football game (presumably the SuperBowl) and munching chips. Their hands touch as they both reach for a crisp, and suddenly they can’t hold back any longer–they smooch! The GoDaddy ad is more surprising…it does feature a flamboyant ex-football star, but it also features women in lingerie. Doesn’t that usually get any and all content a free pass? (It does for American Apparel)

In any case, both ads were rejected on the grounds that they don’t meet CBS’s content standards for the SuperBowl and they might offend people. For ManCrunch, the broadcasting company went one further and claimed that they couldn’t verify the firm’s credit (the rejection letter is up on Scribd as well as being reproduced on the Mashable article). However, it DOES look like they’re going to air the Tim Tebow pro-life ad, which is guaranteed to offend at least some people…which people is it okay to offend, and which have to be kept happy? CBS is sending a pretty clear message about what audience bracket they value, which is fine–First Amendment and all that. But still, what about all the gay-friendly sports fans? Seems like a bit of a business mistake to alienate such a vocal consumer group…

Thoughts?

A few days ago it was reported by numerous news outlets that a NJ based PetsMart location had fired an employee for “bringing his dog to work.” The story is a bit convoluted, but it goes something like this. The employee normally worked the day shift and as a favor to a manager, agreed to take on a night shift due to a staffing issue at that specific locale. In doing so, he on his own accord decided that he would bring his dog into PetsMart and leave it in the “Doggie Daycare facility for the evening checking in on it every so often.” A relatively non issue in that it is PetSmart and PetSmart has an open door policy to pets. Plus, remember the store was closed and no customers and very few employees were even there. The night shift seemingly went off with out a hitch, yet a few days later, the employee was called into management’s office and officially terminated under the guise of “theft of services.”

Now the first question that comes to mind is how does “bringing your dog to work” amount to a “theft of services.” That question was immediately posed by the terminated employee. And of course the corporate conglomerate not wanting to cow tow to pressure from a terminated employee’s questioning of their ridiculous actions justified the decision by stating:

“the doggie daycare service is a huge part of PetSmart’s business. Access to the store’s doggie daycare facility is ‘viewed as sale items the same way items on the shelf are. To use the facilities and not pay for it — it falls under the same lines,’” said PetSmart spokeswoman Jessica White.

Now this is where brands need to understand how the social space works. The social world does not stop and continue to go about one’s day just because a corporate “edict” goes out from the C-Suite. No one really cares if this was said by the CEO and treated as the 11th commandment within the confines of the company compound or even only happened in an isolated store in the bowels of NJ. The point is that consumer expectations around the brand have been breached and people have the power and means to voice their displeasure via social technologies like no tomorrow. And this is exactly what happened in this case.

On PetSmart Official Face book page over the course of the last 24 hours, their core fan base of 15,000+ have really stepped up and made their feelings heard. Sentiments of disappointment to outright treason are running rampant across the social sphere, so much so that it has forced PetSmart to issue an official statement and apologize for their lack of judgment. Too little too late IMO, but to date this is the only saving grace in this entire situation:

“We feel badly this happened and has upset so many people. We simply messed up. We didn’t handle it the way we should have, and we’re very sorry about it. Unfortunately, before we made things right with this associate, the damage was done. We’ve certainly learned from it. We still think PetSmart’s a great place to work …and we’re using this experience to make us better. We hope you’ll understand. -Jessica”

What this means is that brands need to rapidly understand that the experience they share with the consumer does not stop at 5pm; people could care less about who or what level made a specific decision and only care that it was a “Branded Decision” and see it accordingly.

And lastly, if people are only thinking that us social media freaks aren’t seeing this as what it is - business - period - think again! While I don’t subscribe to that type of business thinking I do honor it, and I’ll bring up one last business point. If I were a competitor working in their marketing department and saw what was happening, I’d be seeing dollar signs. I’d be all over the competitor’s FaceBook wall speaking directly to all the PetSmart fans who were let down by this lapse in judgment. i’d be literally taking market share from them one by one. In fact, I noticed that a few people were already saying how much better their company’s dog policies are compared to PetSmart. So this isn’t just about social media do’s and dont’s, it’s about business in the 21st Century!

Sounds easy enough, right? We’re all used to hearing the saying “the customer is always right.” It’s common sense, isn’t it?

Apparently not.

It’s old hat at this point to toss around Zappos as an example of a good business model. If you’ve read even one marketing or business magazine in the last few years, you’ve probably heard all about their willingness to embrace social media and their fun, kooky office culture. Which is great. That explains why their employees love it, and therefore why the company reposes such trust in its employees.

But why do the customers love it? Well, because of the fact that the business trusts its employees and encourages its call center workers to do things like spend hours on the phone with a customer to make sure his or her question gets answered, or send a thank you note and flowers, or even direct a customer to a rival site if Zappos.com is out of stock on a particular item. The employees are truly invested in helping the client get what he or she needs and wants, without the usual customer service nastiness and disinterest. A positive experience generates positive buzz. Pure and simple. Any press may be good press because it gets you air time, but positive buzz is the thing that translates into respect and loyalty from both employees and consumers. In the current downward-trending climate, every company should be doing whatever it can to hold on to both.

In other words, trust your employees. Respect your consumers. Both will reward you for it.

For more details on Zappos’s business model, check out this Business Week article.

We’ve all heard the case studies (mostly done in-house) touting @comcastcares as the future of customer service. How it would change the negative image of cable companies…how Comcast customers wouldn’t be so cranky.

It hasn’t worked so far. A few individuals got good service, but were still annoyed. Not ever having been a Comcast customer, I can’t judge too much.

But other cable companies have jumped on the bandwagon as well. And that’s what I do have experience with–I recently canceled my account with Charter Cable. And they didn’t like it, not one little bit.

Here’s the back story–I was moving out of my apartment and didn’t want to transfer my account to my new place. I called May 17th and arranged to have my account stopped on June 10th. All good. I moved out of my apartment at the very end of June, all paid up and good to go. I returned my equipment. Good. I thought I was all done with Charter. Peachy.

So imagine my surprise when I got a call in November. From a collection agency. Saying I owed Charter $130. BIG SURPRISE. So I called Charter customer service and got no help. They were very polite and looked up my account. And they saw that I had paid out and closed the account (I had actually overpaid) but they couldn’t do anything. I was going to have to drive forty miles to the local office and beg them to call off the credit agency and fix my credit score. I was NOT HAPPY.

Naturally, in order to relieve my feelings, I took to the web and made some very angry Tweets and went off to bed. After which, cue Surprise Number Two: when I woke up, I found an @reply from @Umatter2ChrtrG asking if he could help. I explained my situation to him in both tweet and email form, and he connected me with @Umatter2Chtr2. A couple hours later, I got a phone call from @Umatter2Chtr2 (aka Josh). He listened, asked me to wait while he called the billing department, and called me back shortly with the news that the bill had been reversed, the money I overpaid was on its way, and the problem hadn’t even been put on my credit record.

Score. The problem got fixed. After a lot of freaking out on my part.
So, many thanks to Josh at Charter for his help. But that doesn’t negate the months of screw-ups while I was a Charter customer. If all the customer service I received had been that good, I’d still be one.

Conclusion: having a social media VIP line won’t keep your customers from hating you if all the rest of your customer service is terrible. Customer service and product quality should be the priorities, not afterthoughts and Band-Aids.

People may or may not know that we here at nostrum are extremely big fans of Gary Vaynerchuk and all the people over at VaynerMedia. Gary leads an amazingly eclectic conglomerate of social branding campaigns outside his core business of Wine Library TV.  From the launch of Corkd (@Ronga) to the NFL’s NY Jets’ Social Initiatives to a few packaged goods brands to the flipping NHL, Gary is leading the behind the scenes charge on so many levels, it astonishes me.

I recently attended his Pasadena book signing for his new book Crush It. At the event, an animated and intensely passionate Gary reared his dominate, yet endearing head telling all the Vayner-aics how toil, sweat and hustling got him where he is today. He had over 200 people salivating on his every word and trust me Vromans’ made some bank that night on Gary’s back. In fact, I overheard the manger say how floored he was at how many people showed up and continued to say that to his recollection only Bill Clinton and Howard Stern had more people for a signing than Gary.

Throughout the entire 2 hour session, Gary ranted and raved about the book, but what struck me as so amazing was that when it was time to sign books, he spent on average 3+ minutes with every single person autographing books, posing for pictures or just advising them based on a question or 2 they had prepared for him. He took the time and the energy to do it all with a straight face and a smile.

Post signing, I was lucky enough to spend an un-interrupted half hour with the man, the myth, and the legend. During our conversation his passion and charisma bubbled to the top (which I expected), but it was his listening skills that impressed me the most. As we chatted while driving the 110, I thought he would lead the conversation with overt references to his insights and lifestyle but that was not the case at all. He focused on what my concerns were (in relation to my business dilemmas) and addressed each individually based on how he felt he could assist. We talked business, ideation and passion and to each aspect he had his own take, yet never did I feel like I was being preached at; it was more like hanging out with a friend discussing the day over a beer (or sorry a glass a wine).

One response that rings ever so true is what he said when I asked if it is ever hard to continue to be “nice” for an event, even when you’re not mentally there. He responded with a wink and smile saying something to the effect that “these people came out to say hello to me and to purchase my book, the least i can do is honor them with a few words and/or an autograph.” He went on to say it all goes back to the early days of adding his personal posts to every single wine article he came across in order to obtain greater influence within the wine community. Trust me he still does this; if you don’t believe me check out how he wins over a negative reviewer of Crush it.

Few people have that ability to connect on so many levels with so many different types of people and still stay true to everything that they believe in: Gary is one of the chosen few.

Thanks for the ride Gary and see you on the other coast…robert

Great slide share presentation from Oliver Blanchard of the Brand Building blog.
His slides tell it like it is and show some nice and easy steps to developing the right metrics to help the C-suite understand what we are all building.

CNBC is doing a special 5 part global series on Leadership and Vision.

We have attached the full hour long episode below featuring some of the most preeminent minds in the Technology sector.
Some key points that are touch upon in the episode:

• Understanding the User is a Top Priority
• Production Mindsets don’t always work in the digital space
• Small is the New Big
• Innovation isn’t always about equating dollars in the short term
• Test Test and Re-Test!

Major League sports have failed again.

The NBA has followed in the footsteps of the NFL and the SEC and banned athletes from using social media during events. From 45 minutes before the event until they’ve finished their team responsibilities, team-related personnel are not allowed to use ANY KIND OF SOCIAL MEDIA.

I’ve been harping on what a bad idea this is for AGES, so I won’t rant about it again today…all I have to say is:

SHAQ AIN’T GONNA LIKE THIS.

Nostrum has been using Radian6 for awhile now and honestly we rave about it all the time.  The real time analytics and the granular nature of tracking in the social space is spectacular for our client base and second to none.

We were extremely proud and excited to see last month how R6 integrated seamlessly with Twitter and MTV to showcase the VMA’s online attributes.  If this doesn’t show the masses (hint hint CMO’s looking for ROI) at the value in data, we have no idea what will.

Kudos R6 and continued success. Shout out to Chaffic and Tina: Two great R6 employees and wonderful people….thanks for all the help thus far….