Sheila's Guide To The Good Stuff

I don’t normally write a post about the launch of a new travel blog, but this one is different because the author is different.

Chris Brogan is well-known and respected in tech and social media circles for his books, his speaking skills and his consulting work with New Marketing Labs, but he has just embarked on a new gig….

A travel blog called Man on the Go.

So what? you say.

So he travels a lot, and he writes and shoots videos about the places he goes, where he stays and the travel gear he uses.

The unique Iron Horse Hotel in Milwaukee, for example.

So what? you say.

So he is also interested in how tourism organizations can connect with visitors using social media.

Here is an older blog post of his from a New Zealand trip – social media starter moves for tourism – which ties right into the social media training we do at Tourism Currents.

When a wired (and genuinely nice) guy like that starts a travel blog, you pay attention and connect.

Reach out and say hello if he’s in your town.

Just released yesterday:  a 31 second video from Florida tourism that encourages visitors to check the Florida Live site for real-time updates on beach conditions (an example of using social media for crisis communications.)

The gist is that there are hundreds of miles of Florida coastline, so visitors should not assume that every inch of it is oil-covered.

Here is the direct link to the “Need to Know” video on YouTube if you can’t see the embed box below.

Some food for thought:

One of the most retweeted items from the May 2010 PRSA Travel and Tourism conference in Aspen, Colorado was this tweet from @CoTravelGirl:

“One of the most frequent phrase[s] at #travelprsa: ’Don’t give your social media program to your intern.’”

And yet, one young person who excels in Web communication for a city government tweeted in response:

“unless the youngest person is the best for the job…”

So, you don’t give social media responsibilities to the young person except when you should give them to the young person.

Bottom line: your organization’s best Web communicator may not be the person you expect, but if you want an effective presence in social media, you must be willing to train and use the right individual for the job.

Also ask this harsh question: if your marketing and communications person can’t handle the social Web, what does that mean for your organization, and for that person’s career?

Over at our Tourism Currents learning site (are y’all reading our monthly free newsletter on social media for tourism?) Becky McCray and I are PUMPED to announce a new initiative….

The two of us will teach a one-day workshop for CVB, DMO and other tourism folks on October 13, 2010 as part of the BlogWorld and New Media Expo tech conference at the Mandalay Bay Convention Center in Las Vegas, Nevada.

This is a big deal because we’re always telling clients and Tourism Currents members that to really understand what’s going on with tech and social media, you have to “go where the geeks are” – events like South by Southwest Interactive (SXSWi,) BlogHer, SOBCon and BlogWorld – and be immersed in how they communicate.  I’m always chuckling when I listen in on non-geek conferences via Twitter hashtag and hear them exclaiming over tools and methods that they’re hearing about for the first time, but I was exposed to 12-24 months earlier at some nerd fest.

Tech and social media stuff moves fast; you need to keep up in order to make intelligent decisions about whether to incorporate something into your marketing efforts.

We wanted tourism people to check out BlogWorld because it gives them a chance to connect with thousands of bloggers, podcasters and other online content creators (plus there’s a travel blogger track kicking off the day after our workshop in addition to food bloggers, sports bloggers and more.) These are your potential online champions; the people who are fans and supporters of your destination or attraction and who can help spread the word about you online.

Rather than have people come to such a huge event and be rather overwhelmed, we’re working with BlogWorld founder Rick Calvert (a travel enthusiast himself) to design a social media seminar that will introduce tourism folks to our “geek world” and how it can upgrade their communications work.

In addition to our daytime classes on the best ways to connect with online influencers, we’re planning networking meetings, tweetups and possibly “speed dating” sessions to help destination marketers network with the people who can provide them with online coverage.

This is still in the very early stages so I’ll let you know when we get more details worked out, but put October 13, 2010 on your calendars!

You know I’m getting a bit more into video production for CVBs and tourism organizations, and I want to ensure that you understand how important it is to optimize your video content for SEO (Search Engine Optimization.)

Great videos that are never found are just….nice.

The video below features Greg Jarboe telling you a little bit about how to increase your chances of being found – here’s a helpful article on press release and video SEO on Jarboe’s own site.

Hat tip to State of Search, who interviewed Jarboe at the International Search Summit in London this month.

Here’s the direct link to the video on YouTube, in case you can’t see the embedded box….

One of the best uses of social media is to engage the public directly, with the latest information available, when there is a crisis.

The Visit Florida tourism organization (a pretty well-oiled machine even without a crisis!) is harnessing the power of webcams, photos and live Twitter reports from humans on a new website page; it’s called Florida Live.

Rather than, er, sticking their heads in the sand about tourists avoiding the coast for fear of oil spill problems, they’re trying to gather eyewitness reports (particularly from beach areas) and make them easily searchable and accessible, so that people can see coastal destinations and make their own travel decisions.

In addition to graphics, there is a link to the Deepwater Horizon response team at the Florida Department of Environmental Protection, plus links to specific CVB and DMO organizations across all of the regions in the state.

Visitors want to see for themselves. Make it easy for them.

Nice work, Florida.

Update: I noticed this tweet from Robert Reid (US editor for Lonely Planet and author of the excellent Reid on Travel blog.)

“Going to Florida? @visitflorida posting#oilspill updates, ‘real time’ photos; they promised to me they’ll keep doing even IF oil comes. #lp“

Note that even if things go bad, Florida tourism plans to let those real-time reports roll on in.

I’ve been working with my local Convention and Visitor’s Bureau (CVB) in Round Rock, Texas to create some fun videos that give a personality to the city.

As I discussed in my post Look before you leap into HD video, it’s been a bit of a learning curve to “up my game,” but we’re just about there and today I uploaded the first three videos in a series that we’ll be producing for the foreseeable future.

The video below (here’s the direct link) is an interview with our Mayor. It has a few glitches that my perfectionist self wrestled with, but I’m reasonably happy with it and wanted to share it with you.

Our Sports Capital of Texas YouTube Channel awaits your subscriptions and comments – thanks!

Remember that old saying (maybe from your parents) that there’s a reason you have one mouth and two ears?

It certainly applies to online communications.  Try to listen more than you talk….I know, I know, rather strange advice coming from a talker like me, right?

The first thing to do before jumping into the social Web is to listen (one of our Tourism Currents newsletters has a few tips for better Google Alerts.) Pay attention to the chatter that relates to your destination:  the tweets, the Facebook Wall posts, the blog posts, the photo uploads to Flickr, etc.  Be a “lurker” for awhile, as you might at a party with unfamiliar people.

It’s still very important to continue listening even after you’re comfortable using social media tools.  A lot of hassles and embarrassments can be forestalled by paying attention.

Here’s a tweet that I saw from a well-known tech journalist about the Outrigger Reef Hotel in Honolulu:

“No one should *ever* stay at the outrigger reef in honolulu. We’ve been cheated and abused *daily.* outrageous. Full [blog] post to come.”

When I saw that, I figured that Outrigger management (although they’re on Twitter) probably had no idea that this person was angry and was going to get vocal about it.  So, I sent a quick Twitter DM – private direct message – to a friend in Hawaii who works in tourism PR, giving him a heads up that he needed to go warn someone at the hotel just in case they’d missed the brewing storm.

Funny how that works, because here is the next tweet about the issue from the angry journalist:

“just got a nice call from the Outrigger’s GM [General Manager.] Very responsive and nice about all the problems we had. i think he really cares.”

Here’s the takeaway:  part of the listening process is having your connections out there listening, too, and making sure that important information gets to your digital ears quickly.

You need an army of listeners who care about you.  It’s called a network, and you probably already have one.

Just make sure that they have their listening ears turned on and tuned in.

PR practitioners, if you remember this, you’ll be a lot less frustrated….

Unless you have a signed contract with a blogger for advertising or some sort of goods/services exchange, bloggers owe you nothing.

Nada.

Zilch.

Not one tweet. Not one Flickr photo. Not one Facebook mention. Not one blog post.

They do not owe you “buzz” just because you fed them tacos or beer at some event.

You want a tit-for-tat arrangement, go buy advertising or set up a contract that they will tweet X number of times about your brand in exchange for Y sponsorship money (or whatever.)

PR folks are paid to figure out how to build relationships with bloggers.

Bloggers are not paid to figure out PR (um, they’re usually not paid at all for blogging.) They do not blog to build your brand. They blog for themselves and their readers.

I’ve been stewing on this since reading Amber Naslund’s excellent A Dear John Letter to PR Folks. My favorite quote in her post:

“My blog is an intellectual adventure for me, not a channel for you. (emphasis added) I intend to keep it that way.”

Yes, it’s a pain, but if you want what bloggers already have, then you’ll have to do what we did – work for it.

My business partner Becky McCray and I spent a few minutes during the South by Southwest Interactive (SXSWi) tech conference getting social with Jennifer Navarrete and Luis Sandoval, Jr. of the Tech in Twenty show.

We had a great time talking about how social media can help tourism organizations tell the stories of their destinations.

Please excuse my apparent cud-chewing; I was popping throat lozenges to avoid coughing during the taping.  Although I don’t get sick very often, the annual March SXSWi nerd whirlwind always seems to do me in.  :)

The direct link to the show is here if you can’t see the box below.  Thanks very much to Tech in Twenty for having us stop by, and to the ever-charming Albert Maruggi for being the videographer for this episode.