Why real-time arts marketing is now a must
Marketing through social media and social networking is nothing new. Integrating your blog, your museum’s Facebook page, and twitter stream into your marketing plan is the smartest way to do it. But I want to talk to you today about real-time marketing and the opportunities it presents.
What’s real-time marketing?
I swiped the term from Paul Dunay, who writes about the idea on the Marketing Profs Daily Fix. He talks about a customer-service issue that was resolved in 15 minutes using twitter. Dunay offers the analogy: “if you had a leak in your basement would you wait 45 days for a consultant to put on a webinar on How to fix your leaky basement?”
People want your attention now.
As I was reading Dunay’s post, I was in the middle of listening to the audio book version of Groundswell (2008) by Charlene Li and Josh Bernoff.
There’s a great chapter on listening in Groundswell. The authors talk about companies that carry out market research by creating online social networks for their customers. One example is the M.D. Anderson Cancer Center in Houston, one of several cancer centers in the U.S. that have introduced patient social networks. M.D. Anderson didn’t need foster community – there was already a vocal community of cancer patients connecting online. Inviting these patients into this new environment helped them learn where they were failing their patients, and try out new ideas — in real time. M.D. Anderson got feedback in real time, instead of putting together focus groups, planning complicated surveys, and probably asking the wrong questions anyway.
At the same time, I was reviewing a new report by Universal McCann, called Wave 4. The Wave reports annually highlight research into online social media and social network usage world wide, and break it down country by country. More than 22,000 people who reported that they used the Internet every day or every other day in 38 countries were surveyed.
Wave 4 sees active Internet users consolidating their content creation and sharing in their online social networks of choice – Facebook, MySpace, Orkut, etc. — rather than through stand-alone sites like Flickr, YouTube, or Blogger. And social network users are sharing stuff more than ever: 76% upload photos, up from 45% in the previous survey; 33% upload videos, up from 16.9%.
Skeptics say that people join social networks and then never use their accounts. UM’s study says that nearly two-thirds of Internet users have managed their own social network page, and 71.1% of users have visited a friend’s page.
Online social networks nowadays emphasize real-time communication, and people are using them.
People want information in real time. They want entertainment in real time, they want sharing in real time, and they want an answer in real time.
According to twitter lead engineer Evan Weaver, 80% of twitter usage happens through third party programs on computers or mobile devices. That means if someone is visiting your museum, not only do they have the means to comment on the excellent or awful experience, they are likely to do so.
There is an opportunity here for marketing the arts, and by marketing I mean just about everything everyone in your institution does.
Lots of museums are using twitter now. Lots of them are using Facebook. And most of these are using real-time communication to send advertising messages.
This is the part of the post where I’m supposed to talk about conversations and engagement.
But I’m thinking more about listening and responding.
Are you using tools like BackTweets to find out who is linking to your site and what they’re saying about it?
Are you using Twitter Search to listen to the chatter (or lack thereof) about your museum, or your upcoming exhibition, or the lecture that happened last week?
And if you are, how do you plan to respond?
It’s a customer service opportunity – someone driving around with their family looking in vain for parking around your building could be directed to the parking deck with the discount for museum visitors.
It’s a market research opportunity – are people talking about the Surrealist posters they got at your gift shop when you thought they’d be raving about the more art-historical aspects of your Dali blockbuster? Is your approaching exhibition on Galileo on anyone’s radar screen?
It’s a museum marketing opportunity – let’s say registration is slow for your family workshop next Saturday. Can you create a promotion on the fly to share on your Facebook page, something that encourages parents to spread the word?
I’m not saying we should abandon marketing planning. But in 2009, planning should be flexible. You have the opportunity to use online tools to listen more closely and react faster, and take advantage of real time communication that counts. If you show up in their Facebook updates, people pay attention to you.
Today, the more nimble you are, the better able you are to respond to crises big and small. If you work for a large museum, this may seem like trying to turn around the Titanic. But the opportunity is there. Champion the idea of real-time marketing inside your institution or risk being sunk in the long run.
Maryann Devine gives the tough arts marketing love at smArts & Culture, where you can take her free arts marketing course. Find out more here.
This post is Creative Commons licensed by Maryann Devine. Some rights reserved.