The Peril of Tweet Seats

Stop me if you’ve heard this one – your local symphony has an upcoming production, and in order to draw in a younger crowd offer Tweet Seat tickets. The young kids come, spend the performance merrily on their phones, and head home. The next week, the symphony is slapped with a cease and desist – wait, what? I’ll start at the beginning. Tweet Seats are a new engagement tactic for performing arts organizations, utilizing social media and modern technology. The idea is that some seats in your house are reserved for people who wish to utilize their phone during the show. These patrons use Twitter or other social media to discuss and engage the performance at hand. Usually these seats are less expensive and in the back of the house, so as to not disturb the other patrons.

Some people (read: me) love the idea – others hate it, and the most thoughtful question its ability to truly increase engagement. Regardless, Tweet Seats are here to stay. Huffpo has written on them, Wolf Trap has used them, and now some troll claims to have successfully patented them.

The story dropped back in March, but it’s still very relevant to anyone considering using Tweet Seats in an upcoming production. Inselberg Interactive is the company holding the patent, whose language refers specifically to sporting events, but they have already demanded license fees from a nonprofit theatre in Connecticut. Ars Technica has the full story and analysis, but it basically boils down to this:

The company holding the patent doesn’t claim to have invented the smart phone technology or the social media apps Tweet Seats utilize. They claim to have invented the process of, I don’t know, tweeting at live events. Still with me? Good.

Patents, according to the US Patent and Trademark Office protect inventions and improvements to existing inventions. They also, according to my one semester of law class, must be novel and non-obvious. This patent was issued in 2005: Twitter didn’t exist and baby Facebook was just starting to let high school students in. At that time, this probably was a novel idea – but it was just an idea. Patents don’t usually apply well to ideas, they need a more tangible form.

Patents can be challenged and litigated against, but that costs time and legal fees. Given that this troll has turned their focus to the non-profit world, it’s unclear if those are available resources.

And when you consider that patents have a minimum shelf life of 14 years, I don’t think it’ll be going away unless someone smacks them down in court.

Did Black Friday Shopping Kill Social Media Advertising?

“Marketers looking to get more the most bang for their buck with […] advertising might skip social media altogether” – Lauren Gores (Mashable)

The words stopped my social media manager heart cold – Facebook barely contributed anything to Black Friday sales and I can already hear the complaints now: Black Friday is the biggest shopping day of the year. Everyone goes shopping on Black Friday. Everyone advertises on Facebook. If Everyone didn’t use Facebook to make purchasing decisions on Black Friday THEY NEVER WILL and we might as well give up now.

I could hear hypothetical red buttons being pushed as non-profits all over the country shut down their social media outreach. I was panicking. But were my fears entirely founded? Could non-profit organizations have a profit-driven relationship with social media, or is it strictly for community engagement?

This matter is irrelevant if non-profits are not using social media. Fortunately, the 2012 Nonprofit Social Network Benchmark Report indicates that nonprofits are extremely present on social media. Ninety-eight percent of the nonprofits surveyed reported they had a presence on Facebook, and 72% maintained a presence on Twitter. This is especially impressive when you consider only 66% of American adults online use Facebook (Brenner) and only 15% of online adults utilize Twitter (Smith). Additionally, nonprofits manage an average of 2.9 pages on Facebook and 1.43 accounts on Twitter (“2012 Nonprofit Social Network Benchmark Report”).

Why are these organizations so aggressively creating spaces for themselves in these realms? The organizations themselves identified marketing and fundraising as the top two purposes for maintaining a social media presence (“2012 Nonprofit Social Network Benchmark Report”). These purposes are separate and not equal, however, as 93% identified marketing as a purpose while only 55% identified fundraising. Most reported that the responsibility for their social media pages fell to the Marketing department in 2012. This was a departure from every previous year, when the task fell to Communications. It is pretty clear that nonprofits feel their social media presences are vital marketing tools in a digital age.

Of course, I should return to the original question – should we panic at the concept of using social media to hawk one’s wares because mega retailers couldn’t hack it on Black Friday? Maybe. IBM reported that Facebook generated only 0.68% of online sales on Black Friday – less than last year’s Black Friday and actually much less than the sales generated on the Friday the week before (a whooping 0.82%) (“IBM 2012 Holiday Benchmark Reports”). Twitter contributed a grand total of 0% of the revenue – that’s not rounding down. That’s just a 0. Additionally, the IBM report also notes that the conversion rate of shoppers was only 4.58%, meaning that less than 5% of Americans who visited a webpage actually purchased anything on Black Friday.

Before anyone actually gives up hope for internet commerce, let’s consider these mysterious Black Friday shoppers. Marketers would have you believe it is Everyone who shops on Black Friday, as a matter of American tradition. This falls a bit short of the truth. A Gallup poll conducted before the actual day shows that only 18% of respondents planned to do any shopping on Black Friday (Newport). The majority of these respondents, 95%, listed the good sales/cheap prices as an “important reason” for their decision to shop on Black Friday. This is consistent with such a low conversion rate – potential shoppers visited webpages to search for deals and if they could not find them, simply left. So the idea of social media advertising being a failure is less true than it first appears: only a small percentage of Americans shop on Black Friday, most who visit a webpage do not purchase anything, so social media could not play a huge role in these sales because there was no huge role for it to fill. Additionally, as a Mashable article on the story pointed out, social ads “are a part of a larger strategy” that move people off their computer and into stores (Mashable).

Which brings me back to the question of whether or not social media should be used to sell things. The non-profits arts community has been considering this question recently as well. The past National Arts Marketing Project Conference (NAMPC) featured a panel on the subject. “Meet Your Customers Where They Live: How to Harness the Sales Power of Facebook” generated a lot of buzz on Twitter as attendees livetweeted the core messages of the panel. Twitter user Katy Peace (@katymatic) suggested the panel “has finally made a compelling case for this FB ticketing app.” Nella Vera (@spinstripes) quoted panelist Lisa Middleton in her tweet, “Lisa Middleton: FB sales for arts will succeed for same reason it failed for other retailers. Buying tix to cultural event is SOCIAL. #NAMPC”. Reinforcing the social element, Facebook profile pictures appear in the seat the user has purchased, creating a holistic, engaging experience.

“Tickets purchased on Facebook show Facebook profile pics in the seats purchased by that person. Brilliant. #NAMPC” - @ASC_CathyB

For me, that’s the rub. Social networks are called “social” for a reason. Social media marketing creates engaged online communities, and engaged communities will support a nonprofit. Only one third of the nonprofits who use Facebook to fundraise utilize individual giving (“2012 Nonprofit Social Network Benchmark Report”). I think there is a real missed opportunity for non-profits to use social media as something more than marketing, and it lies with the few people who are willing to shop on Black Friday.

There is an interesting correlation between the users of social media and Black Friday shoppers. The largest group of respondents (34%) who indicated they would go shopping was ages 18 to 29 (Newport).  Social media usage tends to skew towards younger users as well; half of Facebook and Twitter users fall between the ages of 18 and 35 (49% and 60% respectively) (Hampton). These users fall within the age range of the Millennial generation. Millennials know what they want and are interested in advancing a nonprofit’s mission. The majority (55%) prefer to learn about a non-profit organization through social media and even more (67%) have interacted with a non-profit on Facebook (“The Millennial Impact Report 2012”). Millennials prefer to give donations to non-profits, and an incredible 75% of them gave a financial gift to an organization in 2011.

In theory, this seems like a perfect recipe for success. We have a large population (the Millennials), who likes giving to organizations, and we know how/where they would like to send their contribution. And yet, only about half of non-profits actually fundraise on social media and these efforts are coming from Marketing, not the Development department (“2012 Nonprofit Social Network Benchmark Report”). Where’s the disconnect happening?

Perhaps it correlates to the size of the gifts: Millennials tend to give less than $100 to any single organization (“The Millennial Impact Report 2012”). Many small non-profits may not have the time or resources to invest in cultivating such small gifts. These organizations have to consider the future investment of these individuals, however. Seventy percent of Millennials did give online last year, they prefer to give online, and that probably won’t change any time soon.

At this time, a profit-driven approach to social media is still a fringe idea within the non-profit world. There are options for organizations who want to be on the cutting edge, like ticket sales and fundraising through social media platforms. These ideas, while nascent, have been used to a degree of success by the organizations brave enough to adopt them. For the rest of the non-profit community, utilizing social media as a marketing tool is still a good strategy. And, while it’s disheartening that social media contributed so very little to Black Friday sales, it probably is not relevant.

The Importance of Operating a Social Media Campaign

While readers of Technology in the Arts are likely active participants in social media and early adopters of all technology, the following guest post provides additional fodder for those still convincing their organization's leaders that social media is a necessary step for the organization. Guest Correspondent:  Eric Taylor

Eric Taylor is a business developer and a writer for the Facebook ad campaign tool Qwaya, which focuses on building tools for social media marketing. Qwaya provides information, tools and up-to-date news about Facebook marketing strategies. The site aims to build a sophisticated tool with powerful features that are user-friendly and affordable for online advertisers and marketers world wide.

Social Media Campaign Opportunities

Have you considered creating a Facebook page yet? If not, you may already be behind the 8-ball in terms of brand awareness. The majority of new businesses today are focusing intently on social media marketing, and practically every popular brand across the globe has some sort of online presence.

There is a lot to gain from starting a social media campaign. Sure, a business or organization might be able to achieve success without developing an online social presence, but with the lay of the land today, there is really no reason to risk it.

Unless you reside under a rock or live in an area with total Internet blackout, you already know just how prevalent social media is in today’s culture. To not develop a campaign and an online presence would simply be foolish in your part.

Why Marketing in Social Media is a Must-Do

Constructing Channels of Communication

No matter at which point in history a business rose to prominence, communication has always played a role in the success. With social media, the options of communication are vast. Especially for those working with visual products, social media has opened an entire new way of communicating.

Take Brooklyn Museum for instance. Via their Facebook page, art enthusiasts around the globe can follow the production of exhibitions, watch videos and follow peoples’ discussion about the museum. This “content” is not just great for the fans, but also serves as a marketing channel.

Facebook as a marketing channel can be honed to an extremely narrow scope, communicating specifically with those more likely to purchase from your business, or you can use your social channels to carry out broad communication to boost your brand’s presence. Or both.

Using social media sites enables you to easily open up multiple channels of communication.

Keeping Your Base Satisfied

Not everyone who sees your updates will become a customer, but you can make people interested in what you do by consistently delivering high-quality material at a frequent rate. This ensures that your visitors are more likely to become fans, and that fans are more likely to become customers.

By using social media to communicate with customers and to operate an open, honest campaign, you’re also turning customers into long-term repeat customers. Your brand becomes interactive, and instead of acting as just a logo or a name behind a product or service, you put an authentic face to the business. This creates satisfaction across the board.

High Return on Investment

There are a few reasons why operating a successful social media campaign will offer you a higher return on your investment. First and foremost, you have to understand that you’re not investing nearly as much. Keeping up a social presence doesn’t cost a lot. You’re mostly investing your staff time with no advertising dollars spent.

Then there’s the fact that social media engagement rates are through the roof in 2012, especially on Facebook and specifically with quality content created with the target audience in mind. Fans and customers see more personality in the material and thus they’re more likely to click-through, sign-up, purchase, and most importantly, they’re more inclined to keep returning.

But engagement is even more important for businesses that are not (only) in it to make money. While, many traditional corporations still see most revenue from TV, billboards, magazines and other unsocial advertising formats.

For organizations with a mission, social marketing can be their biggest advertising format. Let’s look at Brooklyn Museum again.

Brooklyn Museum’s social fan base:

• Facebook: 71,000 fans
• Twitter:386,000 followers
• Instagram: 36,000 followers

So if the Museum would like to communicate something, they will instantly reach hundreds of thousands – people who have chosen to follow the museum online. In other words, they’re not random people but the perfect target group for social advertising.

These social-media efforts certainly help the campaign of getting people to donate money, which is presented in a Youtube video and is the first thing you see when entering the website. Getting this reach and these results through traditional marketing would be too expensive for a lot of businesses and organizations, especially when the fan base has very specific interests and is scattered all over the world.

If you haven’t started a social media campaign yet, whatever type of business you’re operating, there’s no better time than now to get started. You might not take off and become the most popular brand out there, but a light yet strategic social presence is better than no social presence.

Why in the Arts World Don't You Have a Pinterest?

Haven’t you heard? Pinterest: Now Officially Better Than Yahoo and Bing* *Sort of.

The story dropped earlier this month: Pinterest referred more people to websites in August than Yahoo and Bing. What that means is that more people visited Website X by clicking on content (generated from Website X) that is on Pinterest, than people did by searching for Website X on Yahoo or Bing. Which is huge – the little-social-media-that-could topped industry giants, if only by a few decimal points.

The report came from Shareaholic, a social media tool for sharing websites, on just about every social media platform. They have tools for sharing pages from your browser, to putting buttons on your site to allow your visitors to share your content. The Shareaholic Analytics tool tracks who’s sharing your work, and how visitors are reaching you – which is where this report comes from. Shareaholic Analytics also points out that traffic from Pinterest has doubled in the past four months and “is now the fourth largest traffic source in the world”. Can that possibly be true?

Maybe. Search Engine Optimization is a tricky beast and there are a few drawbacks to the report. Shareaholic can only measure the websites currently using its tools – which is a network of 200,000 publishers, who reach 300 million people each month. While that sounds like a suitable sample size, it does depend on the makeup and content of each website, their level of SEO sophistication, etc, etc.

Of course, why am I telling you this? The arts community, while generally not on the bleeding edge, hasn’t been idle on the Pinterest front. The always-cool SFMOMA has boards upon boards of art. The Pittsburgh Irish and Classical Theatre boards give us a glimpse behind the scenes of their shows and soirees.  Heck, the Milwaukee Symphony Orchestra pins everything from fanmail and music jokes to gorgeous music halls and their musicians. The fact is, Pinterest’s layout and content lends itself to arts organizations. (But for real people, you can pin videos – and I have yet to see a performances board!) Shareaholic says that Pinterest is one of the best ways to send people to your website. Why don’t you have one yet?

It could be time, it could be money, it's probably a mixture of both. Maybe, like skeptics of this report, you need more time to make an assessment. There are larger implications here: that “sharing” is greater than “searching,” visuals more important than text, and that your friends know what you should look at better than some algorithm. This was still just one report, using one social sharing service, for one month, however, and only time will tell if these trends continue – but maybe you and your organization should take a closer look at Pinterest. We have tools to help you set one up.