How Can Your Communications Be More Powerful?

Say you’ve got the basics down—your communications are clear, meaningful, and on message. What else can you do to be heard amid the cloud of babble?

We have some ideas—nine favorites, to be precise, detailed in our freshly updated 9 Ways to Make a Powerful Impression Strategy>Shift guide. We put these methods to work every day for our clients, and the guide includes examples of successes from our portfolio and beyond.

The guide—it’s a quick read, we promise—provides a concise description of each approach, along with why you should try it and tips for doing it well. Check it out and consider whether it might be time for you to take a stand, hit a nerve, sell your dream or try some other profile-boosting strategy.

Not all these approaches are appropriate for every occasion or enterprise, but we hope you’ll try something out of your comfort zone. Strategies that challenge you to think differently often have the greatest potential for making your communications more powerful.

Download it now. Then let us know what you think, and if you have any tips of your own or results to share.

TEDx Presidio: Ideas That Stuck

Last weekend’s TEDx event at San Francisco’s Palace of Fine Arts, themed “Reinventing Capitalism,” was quite the grab bag, from an opening talk by the always compelling Van Jones to an onstage cooking and commercial tomato­­–tossing demo by Bi-Rite market founder Sam Mogannam to a surprise appearance by the Back to the Roots grow-your-own-mushrooms-in-a-box guys.

Jones, co-founder and president of Rebuild the Dream, on the sharing economy: if it’s going to be a meaningful solution for the many, “We have to be sure we don’t just create a hip lifestyle choice.” And: “Sharing is tricky. If you have to share, sharing sucks. If you get to share, sharing’s cool.”

Brian Solis, principal, Altimeter Group: “We live in an economy where people are brands and brands are trying to become people.” He didn’t judge it, but can this be good? He also said, “There’s too much talking and not enough listening and learning.” We say: yes.

Peter Graf, chief sustainability officer at enterprise giant SAP, on motivating people to behave more sustainably: “It comes down to fear, greed and aspiration. You have to get to their emotions.” (We agree.) The tagline on SAP’s internal carpool campaign: “Make new friends. Know the gossip.”

Michael Meyer, partner in the design firm Essential: “The key to great products is not creativity. The key to great products is empathy.” We love him. He talked about product design without once calling people “consumers.”

Which brings us to our last point: In a conference devoted to reinventing capitalism, it was dispiriting to hear so many people use the word “consumer” used as a synonym for person/citizen/your identity here. We’ve ranted about this before—it encourages people to see themselves in a narrow role, with narrow possibilities for action. Now we’re itching to make it a full-blown campaign. Anyone in?

Five Ways to Sharpen Cleantech Marketing

A colleague recently sent me an article from a British publication chastising U.K. cleantech businesses for using fluffy greenspeak to market their products. I don’t see many U.S.-based cleantech companies doing that, but the critique got me to thinking about the cleantech marketing don’ts I do notice regularly. My top five:

Unprofessional materials. Many cleantech companies are competing with gigantic corporate incumbents. Websites and collateral featuring quicksand-like prose and a design sensibility circa the dawn of the Internet are not going to inspire confidence in prospects who can already think of 50 reasons to stick with the status quo.

Unclear benefits. Cleantech companies often have supercool technology—but that’s no excuse to let the engineers drive marketing. Communications that focus too much on the product’s technical splendors and too little on what it does for users aren’t going to build a market.

Confusing technical explanations. Sometimes technical explanations are necessary, and when they are, they’re usually targeted at a technical audience. Companies often see this as license to dispense with clarity—“they’ll figure it out”—but technical readers are often the pickiest about precision.

Poor understanding of target markets. Sometimes we think people care about something because they should. Alas, they often care about something entirely different. Simple example: companies should care about reducing their electricity bills, but what if the people typically authorized to buy your energy-conserving product aren’t accountable for electricity costs? Marketing needs to speak to the intersection of what the product achieves and what buyers think is important.

Internally focused marketing. Cleantech companies are just joining the party on this one—all kinds of businesses wander off down the dead-end path of internally focused marketing. The problem here is not so much failing to understand target markets as failing to consider them. This happens when decisions about content, tone and style are based purely on the personal preferences of company leaders. Unless these leaders are the target market, the company may end up marketing mainly to itself.

Problem? What Problem? How Not to Handle Crisis Communications

We always advise clients to communicate immediately and honestly with customers when problems arise, and a recent experience provides a textbook example of what not to do in crisis communications.

Late one evening last week our cloud file-sharing service, Dropbox, stopped working or was very slow. Files wouldn’t sync across computers, documents wouldn’t upload. I rushed to the website, only to learn that Dropbox has no system status page or help forum thread for system updates. There was nothing in the help forum except posts by angry and worried users wondering what was happening. Nothing on the Twitter feed either.

The next morning, we weren’t much the wiser—a couple of posts merely acknowledged there was a problem and said they were working on it. The last message: “We’re very sorry for the inconvenience and will provide updates as we learn more.” Eventually they fixed the problem but we had to find out for ourselves. No updates as promised.

Users got no substantive information about this crisis—and it was a crisis, lasting more than a day for many users. It caused such a furor TechCrunch reported on it. There still has been no official communication that I can tell. No blog post and no email of explanation or apology, much less an offer to compensate users for their trouble.

I only lost a few hours of work, and it didn’t affect Thinkshift projects, but it cost many Dropbox users much more. This incident destroyed a lot of goodwill and Dropbox probably lost not a few customers. They could have prevented most of the outrage by sending out a few simple tweets and responding quickly and honestly in the user forum. They should also implement a system status page pronto—it’s unconscionable that a technical service doesn’t have a place for users to get that information.

The upshot: if there’s a problem, be honest and direct. Let people know about it right away, across all appropriate channels; keep them informed of your progress; and assuage their fears as much as possible. The worst thing you can do is say nothing.

Motivation and Green Marketing: We’ve Got It Half Right

A friend recently alerted me to this great video presentation about motivation based on a presentation by Daniel Pink, whose new book is Drive: The Surprising Truth About What Motivates Us. It got me thinking about how we make assumptions when we’re communicating about sustainability and marketing green initiatives.

Pink points out that research on what motivates people to excel at their work flies in the face of common assumptions when the work involves cognitive skill and critical thinking. Monetary rewards actually backfire; studies show that motivation comes from self-direction, mastery, and  making a contribution. I’d like to see more about motivation where sustainability initiatives are concerned. I hear anecdotes that “doing the right thing” isn’t enough to get people to act. Research I’ve seen about energy conservation behavior shows that’s true. But we don’t know enough about what does make people conduct their business in sustainable ways. It’s always assumed that the clincher always has something to do with money (you’ll save it or spend less) or effort (it’s easier) or competition (looking better than your neighbor).

It’s not that simple. In my work I’ve recently seen how sustainability goals unite employees and inspire them to go the extra mile. I also see customers making the green/sustainable choice because it’s the right thing to do. In both cases, these groups are active advocates. What can we learn about the other two factors, mastery and self-direction, that will help us market more effectively and change behavior—and bring about lasting results that will make a dent in climate change?

So I’m off to find a copy of Drive at the library. (And forgive me if this sounds like an ad for the book, which was published in December.) I’ll report back.

One last note: The video is incredibly creative—an artist draws cartoon illustrations on a whiteboard in time with Pink’s talk. It’s a production of RSA, the Royal Society for the encouragement of Arts, Manufactures and Commerce. RSA are brilliant (they’re British so I can say it like that), and so fun, progressive and insightful that you’d never guess the organization is 250 years old.