Telling your story on Twitter

I confess to having a love-hate relationship with Twitter. It can be a huge time suck, it’s more demanding than a crying baby, and it tends to encourage a certain superficiality in communication and relationships.

For all its drawbacks, however, I’ve slowly come to accept that Twitter might just be the single best place on the Internet for telling your story.

How’s that again, you say? Everyone knows that you can’t pour out your heart, share your resume or write your biography in 140 characters — and that’s precisely why Twitter is such a great storytelling medium. The maddening, arbitrary limit of 140 characters forces us to dole out the details slowly, a bit at a time, just like we would in real life.

Or just like we should in real life. We’ve all met people who never learned when to shut up about themselves, and we know from experience how tedious those folks can be. Yet too often we do exactly the same thing in our business communication. The result? Websites and social media profiles that read like a dense, self-congratulatory application for “Who’s Who.”

Zzzzzzz

With its 140-character limit, Twitter helps to enforce the rules of good communication, like the helpful friend who kicks you under the table when you’re monopolizing the conversation on a double date. With Twitter, you say something brief, put it out there, and then sit back and listen to what others are saying. Compared to reading through a long “About” page, Twitter is actually a far more natural, conversational way of learning about someone.

The key to telling your story on Twitter is to reveal yourself little by little, dropping in occasional revelations throughout the online conversation. Sure, people will miss many of the details, but that’s okay — you’re not that interesting, anyway.

What percentage of your tweets should be “all about you”? In much of social media, the 80/20 rule seems to work, but I actually think 20% may be high when it comes to Twitter. A couple of tweets a day is probably enough; over the course of weeks and months, those daily hints will add up, and casual followers will start to get a good idea of what you’re all about.

One final note: There’s an interesting discussion at Tech ‘n Marketing about how to decide which of your followers is worth following back. Hillel Fuld  says that bios and interests are two of the five criteria he uses, but researching that kind of personal information often requires you to leave Twitter, which can be a pain.

If you want to tell your story within Twitter itself, try giving readers an easy way to follow that storyline. I’ve started experimenting with the hashtag #aboutpenpointer. Anyone who looks at my timeline can easily pick out my more personal tweets, and they can do a quick search if they want to know more.

I think the #about[yourhandlehere] hashtag is an easy solution for teasing out biographical tweets from the rest of your timeline. But I wonder if anyone else has found a better way — or if you think such a step is necessary at all?

Photo credit: wiselywoven via flickr CC

Is social marketing driven by fear?

Last week in SmartBrief on Entrepreneurs, we asked our 85,000 readers if they considered themselves to be natural salespeople. It takes a certain amount of chutzpah to launch your own business, so I assumed a narrow majority would probably answer in the affirmative.

Jedi salesman

Not everyone is a natural Jedi salesman

Shows how much I know. As we report in today’s issue, 66% of respondents said they are not natural-born sellers. Think about that for a moment: Every business survives on sales, yet 2/3 of business owners are uncomfortable with selling. I can’t imagine any other field where you would find numbers like that. Do 2/3 of movie stars hate acting? Are 2/3 of models camera shy?

(Okay, maybe 2/3 of lawyers hate the practice of law, but that’s different, because there’s no way you would know that until you spent three years and $100,000 getting your law degree.)

The point is, in order to be successful, entrepreneurs who are averse to selling have two basic options:

  • Change their innate personality type
  • Find a work-around

Option one is probably the more difficult, but organizations such as Dale Carnegie and Toastmasters International are proof positive that some entrepreneurs are willing to give it a try.

With the advent of social media, option two has become a lot more viable. “Inbound marketing” — blogs, podcasts, Facebook and the like — can help more reticent entrepreneurs to work around their fear of cold-calling. Rather than “imposing” on someone and pushing for a sale, social marketing allows you to do a number of things that are more natural and more comfortable:

  • Make friends
  • Build community
  • Share expertise
  • Solve problems

No wonder services like Facebook, Twitter, Tumblr and LinkedIn have caught on with small business owners — they help take the fear and loathing out of the sales process, allowing you to build your business without the sweaty palms and racing heartbeat brought on by the traditional sales call.

You know the old “ABC rule” that demanded you should “Always Be Closing”? Maybe it’s time for a revision. In the age of social media, ABC stands for “Always Be Communicating.”

(Photo by flickr user brad montgomery)

Biography building block #2: Characters

Compelling characters make business biographies come alive

Note: This is the second installment in a series on writing your “business biography.” Part I, which focused on origins, can be found here.

Is there anything worse than a story with flat, uninteresting characters? (Admit it, you sat through Star Wars Episode I out of a sense of duty, not because you gave a crap about Queen Amidala.)

If your business biography is going to keep customers coming back for repeated sequels — i.e., shopping trips — then you need to convey a vivid sense of who you are and what you’re all about. When customers want nameless, faceless efficiency and everyday low prices, they’ll go to Walmart. As a small business owner, you can’t compete with that, but you can offer something that no one else can: a little piece of yourself.

This is why the “About Us” page is one of the most critical pages on your website. It’s where you connect with customers on a human level, get them involved emotionally, and make them feel like they have a stake in your success. Your characters come alive even more with blogging, tweeting, and other social media tools. In other words, anywhere that you can infuse your company with personality and humanity, you’re helping to set yourself apart from the competition.

There are two objections I hear all the time when I’m working with owners to “flesh out” their business biography with more interesting characters.

  1. “I’m not comfortable talking about myself.” Hey, I get it. As a nice Baptist boy, I was likely to get my mouth washed out with soap if my mother caught me bragging. But there are ways to get around this hangup. My favorite tool is self-deprecating humor. It’s hard to be accused of bragging when you’re poking fun at yourself. Plus, there’s nothing more human than a character with faults. If you’re a serious professional who doesn’t take yourself too seriously, you’re instantly more likable than a boastful know-it-all.
  2. “I’m not that interesting.” See, you’ve already learned to be self-deprecating! But seriously, no good story has just one character, so if you think you’re a little “flat,” you’ve got the perfect excuse to shine the spotlight on your supporting cast. Wegmans, the mid-Atlantic grocery chain, does a great job of this. More than 30 different employees contribute posts to the company blog, adding plenty of personality to a fairly boring retail category. Or check out the bio blurbs at MAKEaDEAL, where the entire team gets to share their hobbies and “the best deal you’ve ever gotten” — perfect for a name-your-own-deal shopping site.

Take a look at your “About” page and ask yourself how much personality you’re conveying. Better yet, use some friends as a focus group. Do they get a sense of who you are just from your copywriting? If not, ask them what they like best about you that you’re failing to convey through your website.

In business, as in cable TV, it’s always good to live by the motto, “Characters Welcome.”

Whose story is it, anyway?

Don't let critics drive you off-course

Don't let critics drive you off-course

A wealthy seaside resort town. A prominent local businessman. A mysterious stranger. Drama, intrigue, and murder.

Sounds like a Hollywood script, doesn’t it? Well, there’s no murder involved — thank goodness — but all the other ingredients are part of a potboiler going on over at nytimes.com.

Last week I wrote about Bruce Buschel, a first-time restaurateur in the Hamptons who got zero media placements out of his $4,500-a-month PR firm. When Buschel blogged about his frustrations, his post generated nearly 80 responses — many of them angry missives from PR practitioners who accused him of being an ignorant, impossible client.

Buschel ended his original post hinting that his next entry would explain how Twitter turned around his PR woes. Well, he posted again yesterday, but it wasn’t the Twitter story his followers were looking forward to. Instead, Buschel reprinted an entire comment from a single, unknown critic, then proceeded to pick it apart line by line, justifying his own role in the PR fiasco and damning the industry that had let him down.

It was such a rambling, angry, self-destructive rant that I half expected him to mention his “tiger blood” or “Adonis DNA.”

I’ve been a longtime fan of Buschel and his blog, but this particular post could go down as a textbook case of the dangers of  social media. If you’re an entrepreneur active with blogging, Twitter or Facebook, there are several important lessons here:

  1. Stay in control of your story. Buschel is a great blogger because his story is an adventure, a quest, an autobiography of a man taking a leap into the unknown. As readers, we can’t help hoping that he will overcome the odds and write a happy ending for his entrepreneurial story. But when he veers off-course for an ongoing debate with the PR industry, that storyline gets lost in all the back-and-forth sniping.
  2. Ignore the critics. When you open yourself up to comments, inevitably there will be some people who take pot-shots at you. Ignore them. They don’t matter. Your audience is emotionally invested in you, so they are predisposed to take your side. Their sympathy can even work in your favor, as long as you avoid getting down in the mud. Remember: The only critics that matter are your customers (and even then, a debate is almost always counter-productive).
  3. Proving a point doesn’t improve your business. Buschel just might be right in this debate, but at the end of the day, it doesn’t really matter. The state of the PR profession has absolutely nothing to do with the bottom line at Southfork Kitchen, and alienation is a high price to pay for vindication.

This whole saga proves again that the potential of social media is matched only by its pitfalls. As Uncle Ben told Spiderman: “With great power comes great responsibility.” Use the power of social media wisely … or risk getting caught in a web of your own making.

Want influential friends? Learn to talk back

Recently, I needed some expert opinions for an article I was writing, so I emailed some big names in small business, including Tim Berry and Mark Henricks. Amazingly, both of them got back to me within 48 hours, offering detailed answers to the question I had posed.

It’s not like I’m drinking buddies with either Tim or Mark — in fact, I’ve never met either of them face-to-face. But that doesn’t mean I was emailing them “blind.” In both cases, I had established a kind of virtual relationship through past comments I had made on their blogs.

feedbackBloggers work hard at their craft, and sometimes it can seem like nobody notices. Traffic statistics are interesting but sterile; it’s feedback that feeds the soul of a writer. Comments matter. They get noticed. They start conversations … and you never know where a conversation will lead.

Think of it this way: You could pay good money to attend a conference where a well-known expert was on the roster. After the speech, wouldn’t you be thrilled to get 5 minutes of that person’s time for a one-on-one dialogue? Blogs provide that kind of opportunity every single day, but the vast majority of people just “leave the room” quietly without ever engaging the expert.

Next time you read a great blog post, say so. Share how it helped you, add an example from your own experience, or ask a follow-up question. Feel free to disagree with the blogger, as long as you do so thoughtfully — there’s nothing like a little controversy to spark the interest of other readers.

The point is, say something worthwhile. You might be surprised how easy it is to collect mentors — and even friends — in the blogosphere.

3 reasons Twitter is great for non-tweeters

People sometimes ask me why I’m not on Twitter. If I get paid to tweet for others, why not do it for myself?

Dead Twitter bird

The fact is, I am on Twitter, though you’ll probably never hear a peep out of me. With so many social media outlets these days, you have to pick your battles carefully. Personally, I find Twitter to be a great tool in the business-to-consumer space, but not so helpful for a B2B firm like PenPoint.

Still, I do have an account (@penpointer) and I monitor it regularly. There are three good reasons I think it pays to “lurk” on Twitter, even if you’re not going to post:

  1. Keep up with some really smart people. There’s a lot of dreck out there, but also some real gems such as Tim Berry (@timberry) and Jeff Bussgang (@bussgang). Sure they have their own blogs, but every now and then I’ll find a little gem on Twitter that didn’t get published elsewhere.
  2. Get a feel for popular opinion. Google is great for searching facts, but Twitter is a much better search engine for opinions. Pluga topic such as “State of the Union” into the search box at the top of the page, and you’ll get a real-time sense of the national mood. It’s like a focus group with millions of participants. That alone is worth the price of admission (especially when the price is free).
  3. Manage your reputation. This is really a subset of #2 above, because for any small business owner, nothing matters more than people’s opinion of you. Yes, siteslike Yelp! are designed specifically to give you this kind of feedback, but Twitter is more immediate and broad-based.

I know that it’s considered heresy in some circles to lurk online without contributing to the conversation. Fine, I’m a heretic; burn me at the stake. I’m not suggesting that everyone stop tweeting, because obviously the whole system would fall apart. But if you’ve decided that Twitter is a complete waste of time, I’m saying you might want to reconsider. At the very least, you should keep an eye on the little birdie.