Our work in lead generation and social media marketing give us a unique perspective on two different dynamics that are at play in the world of interactive marketing.

The first is the idea of creating a brand online.  This is like going shopping for a new set of fancy clothes.  You start with the intention, I want to look good, and then you keep trying on clothing until you look pretty much the way that you want.  (Or, you think that you look the way that you want, but that’s another story…some of us can’t ever quite get there.)

For web marketing, this means getting the kind of look and feel, feature set and whiz-bang cool things that let you say that your web site is a pretty cool looking set of duds.

Of course, you factor in practical considerations.  After all, just like when you go shopping for clothing, you’ve got to stay reasonably close to your budget, and you’ve got to be able to sit down in it.  But, when push comes to shove, you are going to err in the direction of your heart.

The second is the challenge of converting online visitors into prospects and customers.  This, after all, is the paramount benefit of the internet, that you can provide prospective customers with the kind of information that they need in order to determine whether to work with you or buy your product.

This is nothing like buying a suit of clothes.  This is like trying to find recruit athletes to a Division III college.  You can’t give them a scholarship, you can’t influence admissions, but you need them to believe that you can give them a better experience than anyone else.  It’s about capturing interest, holding on to it and closing the sale at the right time.

That’s an entirely different kind of web experience.  Your web site isn’t designed on the basis of aesthetics; it has to be designed on the basis of data.  What are the images, information points and links that cause your users to take an action that is of an economic  benefit for you?

For most of us in business, that action is a phone call or a visit to our place of business.  And when the prospect already has gotten information that is important to them and decided to reach out and contact you, you have the highest odds of making that  prospect a customer.

As we’ve worked over the past year and a half with local businesses, we’ve discovered that there is a tremendous lack of understanding as to how to use a web site in order to create qualified prospects.  And, as we’ve  built social media footprints for our clients, and developed broader distribution of their content that has elevated their natural search traffic, we’ve found that very few have reliable processes for tracking and capturing those users.

Where do you start as a small business?  With taking the time to understand the simplest attributes of web tracking.  Anyone in business can use the Analytics tool from Google in order to track the activity on their web site.  That is your starting point.  If you are able to answer how many people are visiting your web site, what kind of things they look at most frequently, and how many of them are sending you additional inquiries, either in person, by phone or on e-mail, then you have the beginning of the information that will help you decide how to make your web site more than a pretty set of clothes.

I do.

The first time I got this question, I was surprised and took a second to answer.

Of course I write it, I thought. My name is on it.

When I asked people why they asked, they said that they loved the blog, but figured that I had other people writing under my direction. I was a CEO, after all.

The question prompted two thoughts.

First, we all have different styles of thinking and communicating. I write, so when I hit on something that I’m interested or puzzled about, my inclination is to try to get it down on paper and see whether it makes sense. I can go through my old files and find documents that I have written at different key moments in my career that laid out what I was seeing and how it sorted out.

This blog simply offers a platform to share some of those things. I write it because that’s what I do…write.

The second thought stems from that last point: a lot of people have things to say, but they aren’t people who write. There’s nothing wrong with that; we all have our different styles.

Those people who have things to say but aren’t people who write shouldn’t be left out of the power of using content and social media to communicate. And, people don’t expect them to be left out. When people asked me whether I wrote this blog or not, the question wasn’t pejorative. They don’t expect CEO’s to write, but they do expect them to have something to say.

Two years ago, when I began seriously exploring how businesses were using social media tools to market, I was struck by this basic inequity: the benefits of social media accrued to the people who could write, not necessarily the people who were the best at doing the work of their business. People who were facile with content and technology could stamp out daunting digital footprints, taking mindshare and traffic away from other, potentially more expert and more deserving businesses.

This was the problem we decided to try to solve when we launched the DigitalSherpa line of services: Can you make content marketing using social media tools accessible to local businesses? The purpose was to help level the playing field, to give people who had something to say but lacked the skills to say it a toolkit.

We’ve had some success and are learning along the way. I’m constantly struck, though, by people who look at businesses and say, If you don’t do social media yourself, then you’re not doing it the right way. That statement has an elitist and exclusive air. The real question that all of us should be trying to contribute solutions to is how to make the power of social media marketing available to any business, regardless of how good they are at writing and interacting and sharing.

Yesterday we announced that our company,  Network Communications, Inc. , had opened conversations with its creditors in order to restructure its balance sheet.  The  development was reported in Business Week and has appeared in numerous news outlets across the web.

The Business Week reporter did a balanced job in describing the situation.  I think one quote sums it up pretty well.

“It’s not a company with a fundamentally broken business model,” McCarthy said. “It’s a company that’s gone through a radical adjustment in size.”

I’m not going to comment on the restructuring process.  A lot of media companies, such as  Reader’s Digest and Freedom Communications,  have gone through restructurings the last two years, emerging successfully as viable businesses with manageable capital structures.

Right now we’re focusing on communicating clearly with our core constituents about what the announcement means for our business.  The short answer is, It’s business as usual.    NCI is in the enviable position of generating more than enough cash to fund its day-to-day operations.

To help spread that message, we sent out copies of our press release and a detailed Q&A to our employees and business partners.  I’ve held a series of webinars to review the materials and address any specific questions.  We’re also reaching out to our key vendors and customers.

I’ve also focused on another message:  Our future is what we make of it.

The difficult market conditions of the past two years have driven us to be more disciplined, more resourceful and more innovative.  This approach has borne tangible business results:  We have expanded our customer relationships, we have built new products, we have strengthened existing products and we have managed in such a way that we’ve been able to sustain our business model.  We’ve been able to do this because of the remarkable focus and commitment of the people who make a difference every day:  The employees and independent distributors associated with the company.

Right now we are facing two basic facts.  Unquestionably, an economic recovery is underway.  Unquestionably, our customers have been shocked by the changes in their business and are reluctant to increase their marketing spend.

To rebuild our business, we need to help resolve the contradiction between those two facts.  We can do this three ways:

• We have to be in front of our customers and help them see that market has improved enough for them to feel confident that they will get a return on increasing their marketing spend;
• We have to be fluent in explaining why our traditional businesses continue to provide value to our customers, in terms of visibility, leads and business results.
• And we have to be energized in showing our customers how our innovative new services, particularly in Internet and social media marketing, can give them powerful ways to expand their brand footprint and build their business.

Executing on these three activities is the most important thing that we can do right now.  That is how we will make our future.

A note:  I have closed comments on this post because of the sensitive nature of this dialog.  If you have any questions you can e-mail me at dmccarthy@nci.com.

An Emarketer analysis this week of two research studies concluded that social media was going to be a big focus on web marketing expansion by small businesses.

Our experience on the ground selling our DigitalSherpa service confirms the direction of the surveys.  Once we get into a discussion about how content marketing and digital networking can help their firm, local business people quickly move past questions about “why” to questions about “how?”

There’s a fundamental problem, though, that the research doesn’t get at.  Local businesses don’t have an interactive strategy that is geared to acquiring and converting qualified leads.

In most aspects of local business marketing, the lack of sophistication around leads acquisition and conversion isn’t that important.  But in internet marketing, it’s critical.

Take a look at the research first.  According to the “Third Annual FedEx Office Signs of the Times Small Business Survey” (that’s a mouthful), use of social media is the fastest growing tactic small business owners cite in their marketing planning.  The primary area of focus continues to be improving online presence, signaling that SMB owners consider this an area where improvement can is needed.

eMarketer then cites a Constant Contact study that shows that websites and e-mail marketing are the two most prevalent tactics or tools that SMB owners rely on to market their business.

The high penetration of Facebook makes for an attention-getting headline, but the nuts and bolts of the marketing program are in the website and continuing contact to the prospect and customer database.

The challenge is how these SMB owners are making decisions about the effectiveness of these tactics.

It doesn’t sound hard:  track web traffic, measure leads and conversions and then select the most efficient sources.

But making these kind of analytical decisions are challenges to the largest businesses in America.  Another recent survey concluded that the biggest obstacle to effective web tracking at larger companies was finding the talent to do the analytics.  If large companies can’t get to the answer, how can small companies expect to?

In traditional marketing campaigns, these kind of analytics were not as important.   A local marketing initiative drove the consumers to one of two places:  a phone number or a physical location.  At the other end of the interaction was a real person, who would ask questions, engage and impart information.  The interaction was more discursive and exploratory, and the experience of the person representing the business in adapting answers to the knowledge and personality of the person asking was critical to driving sales.

With web marketing a primary goal of the program is to drive a person to a web site where they can get information that will inspire them to either act directly or reach out for more information.

If that web site isn’t designed the right way, then you’re not going to get the return on your investment that you should expect.

One of the things that we’ve learned in our business is that creating a web site that can drive conversions is a science, not an art.  Like any science, it requires constant experimentation and adaptation.

The challenge facing SMB’s is not just putting focus on internet marketing; it’s figuring out how to find partners who have the knowledge, expertise and interest to help them participate in a science that challenges even the largest firms.

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The landscape for local advertising, particularly by small- to medium-sized businesses (SMB’s) is undergoing a profound shift that is being masked in part by the overall downturn in advertising spending, two recent research reports from BIA/The Kelsey Group demonstrates. The key for local media companies is to segment the SMB client base in relation to their adoption of online media. And the key to that adoption rate is the age of the company, Kelsey concludes.

To put the entire opportunity in context, it’s useful to revisit BIA/Kelsey‘s U.S. Local Media Forecast, released earlier this year, where BIA/Kelsey chronicled a devastating decline in local advertising spend in 2009 and 2010. The firm doesn’t anticipate any recovery until 2011, nor any real strengthening of the local ad market until 2012.

That is more than $27 billion of local advertising that will have evaporated during the recession. Within this macro trend, a fundamental secular shift is underway, says points out Polachek, president of BIA/Kelsey

“The general economic conditions worsened during 2009 causing advertising dollars to remain on the sidelines as businesses — large and small, local, regional and national — reined in spending levels,” said Polachek. “Even with improvements in the overall economy, we do not anticipate a rapid recovery among traditional media over the forecast period, because we believe the structural change in the local media industry has accelerated.”

This structural change is highlighted in BIA/Kelsey’s most recent update to its Local Commerce Monitor, a local tracking study that the firm has been doing over the past several years.

The ground-level research of SMBs reinforces the overall outlook for local advertising.

The Local Commerce Monitor study also revealed a decrease in overall ad spending by SMBs, owing to unfavorable economic conditions and the long-term substitution of traditional media with lower-cost digital/online media. SMBs decreased spending on advertising and promotion by 23.5 percent, from $2,734 annually (reported in August 2008) to $2,092 annually (reported in August 2009). In spite of the overall decrease in spending on advertising and promotion over the past 12 months, on average, SMBs increased spending on Web sites and profile pages by 26.8 percent, from $608 in 2008 to $769 in 2009.

Kelsey does chronicle on notable shift among SMBs: they have personally begun to use more digital media than traditional media. This usage shift will drive accelerate the shift in marketing purchases, BIA/Kelsey contends.

The younger the business, the more likely they are to spend heavily on internet advertising, BIA/Kelsey points out. Businesses less than 3 years old will spend close to 1/3 of their budget on internet, while businesses more than 10 years old will spend only 13%.

The obvious conclusion, Kelsey points out, is to target younger businesses with digital offerings.

The success rate is likely to be much higher.

The dollars at stake are meaningful.

Indeed, a steady shift toward digital media continues. BIA/Kelsey forecasts spending on traditional media to decline from $115 billion in 2009 to $108.2 billion in 2014 (CAGR of -1.2 percent). During the same period, spending on online/interactive media is projected to grow from $15.2 billion to $36.7 billion (CAGR of 19.3 percent).

Over the next five years, a focus on emerging businesses as the foundation of digital growth is a strategy that is likely to be rewarded.

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Edward Boches of Creativity Unbound asked some influential folks who went to SxSW what was their one big takeaway from the conference.

Kristina Halverson, CEO of Brain Traffic spoke to the readiness on the client side to make process changes that will enable content marketing strategies.

“My takeaway? Clients are ready to coordinate their currently siloed interactive marketing initiatives–social media, SEO, web and email communications, and so on—by creating a content strategy that defines and drives their content and its lifecycle processes. The larger implication is that organizations will need to reinvent themselves as publishers, creating new infrastructures to support the ongoing creation and care of relevant, quality content.”

Embedded in this well-crafted quote is a broad range of new skills and processes that are going to take a lot of work to establish within all kinds of organizations.

I was struck by this late last week as I met with one of our social media teams. This group is focused on implementing the social media applications platform that we’ve developed with our DigitalSherpa line of products.

My focus was to dig in on results: The actual results that were being delivered, the results that clients were able to define they wanted and the degree to which our dialogue with the clients was aligned.

As we spoke, it was clear that most of our clients had very little understanding of the broad impact that creating consistent, relevant digital content would have on their digital footprint and web activity. As a result, the client service focus was on activities that, in the grand scheme of things, were tangential to the ultimate benefits they would receive from the service.

This is a manageable disconnect, requiring us to focus more closely on education, training and innovative measurements. But it is a disconnect nonetheless.

Across all of our markets, I am seeing a increased focus on driving web-based business activity. But within that emphasis, I see very little understanding of how to create web footprints that are designed to convert activity in leads; of how to use social media tools to increase your content presence on the web; and to what degree social networking can be used to enhance your connection with those prospect, clients and business peers who are interested in being part of your social community.

The transition that Halverson sees coming is more than the addition of functional roles. To fully leverage a digital content strategy requires a seemless alignment of content focus across all parts of the marketing spectrum, and highly coordinated execution — including information sharing — between all of the different constituents who are managing the content, including the traditional advertising functions.

The marketers who do that the best will have creative and literate marketing leaders who are able to tell a story, let it acquire dimension and let it loose from the defined constraints of a brand. This is the stuff of folklore meshed into marketing, and the thought of that evolution is unsettling, no matter how oriented you are to the potential of social media tools

Over the past year, the team at NCI has been developing a social marketing service under the umbrella of Digital Sherpa for local advertisers. The service was launched commercially into the multi-family market last August and into the home design market in December.

Our attention over the past months has been focused on executing on our value proposition for our clients. The core of the proposition is to leverage social media tools and content creation and curation in order to expand a customer’s digital footprint. The outcome is increased web traffic through improved Google juice and increased connectedness with their community of interest.

To execute these propositions at a low monthly price to our customers while delivering measurable results, we’ve been building and fine-tuning our business processes and bringing on board a group of talented and enthusiastic professionals excited to pioneer the next wave of internet marketing.

Our activities attracted the attention of a leading analyst in the local media space, Peter Krasilovsky, who heads up the Marketplaces advisory service at The Kelsey Group. Peter asked to look under the hood and has issued summary report about DigitalSherpa.

Here’s how he framed the report in his alert to clients:

Will vertical advertising be replaced, in whole or in part, by search engine optimization? That’s the question companies are grappling with as they consider that many leads are coming from articles and other media that rank high in search results.

NCI, the publisher of The Real Estate Book, Apartment Finder and other publications, isn’t waiting to find out. Throwing worries of cannibalism to the wind, it is building social media content for its advertisers, placing highly contextual articles, abstracts, photos and video on advertiser blogs, Facebook and Twitter.

In his report, Peter poses 5 key questions about the Digital Sherpa service:

1. Will “content” be a compelling proposition of potential clients, even though the big SMB bets for 2010 are reputation and presence management?
2. Will DigitalSherpa experience the same high churn that other local internet ad services have experienced with SMB’s?
3. Can DigitalSherpa develop effective content?
4. How much content does a service need to develop in order to deliver results to its clients?
5. What impact will creating DigitalSherpa have on our core customer relationships?

These are great questions. I’m not going to take a stab at answering them now. With close to 1000 clients currently, we’ve going to have data-driven answers to the questions in fairly short order. That will be the time to see how things shake out in this social media marketing experiment.

The Kelsey Report advisory alert is available to subscribers here. If you have questions for Peter, you can find him at his blog, The Local Onliner.

The single content brand that I’ve had the longest relationship in my life is The New York Times.

Even though I grew up in New England, a highlight of the week was when my dad went and got the Sunday papers — the Boston Globe, the Providence Journal and The New York Times.

Five decades later, the New York Times is still a key element of my daily information routine.

I’m typing this post up in the small cottage my wife and I use for our Connecticut office. There’s snow everywhere, and I can see to the end of the driveway out my window. There’s a block of blue plastic propped up against the snow. It’s today’s copy of the Times.

Someone will probably bring it in later. But I’ve already had three interactions with my favorite newspaper.

The first was around 6am when I woke up and browsed the national and business stories on my iPhone. (I use the mobile browser version of the paper; their iPhone app is overly busy and slow.)

About an hour ago, I stopped for a cup of coffee and went to NYTimes.com to check out the sports and arts headlines. I read a couple of stories and then shifted over to my RSS reader (I’m a fan of the Firefox add-in Feedly.) I caught up on some of the economics writers that I like to follow.

The New York Times doesn’t have to worry about my loyalty to the brand. It stands out for its quality and its breadth.

But the New York Times does need to worry about its economics.

The change in how I access the Times is a good example of how its business model has shifted. Its audience is no longer a cohesive entity which it can leverage for commercial benefit. The audience has fragmented into distribution channels that don’t offer the same advertising payback.

As a consumer, I’m still paying a lot to get to the Times. I spend more than $1000 a year on my internet access and more than $1000 a year on my wireless access. I’m paying for the distribution pipe.

How does the NY Times turn its brand equity with me into money? The brand doesn’t have a consumer problem and it doesn’t have a content problem. The problem is in the relative economics of distribution and advertising in the new channels that I am reliant on.

There’s not a lot of advertising on the pages I’m encountering during my interactions with the Times. And the advertising that is there is nowhere near as lucrative as the advertising in the print version of the paper.

This is a shift from being a MEDIA brand to being a CONTENT brand.

When you’re a content brand, you need to be able to extract a significant amount of your profit from the value of your content. That payment will come either directly from the consumer or from the distribution pipe (think of Premium versus Basic cable channels.)

But in this ubiquitous information world with broad redistribution of content, the distribution pipes aren’t looking to pay to subsidize content creation.

And, if the New York Times wasn’t available on my iPhone or on the web, would I change carriers? Nope. I like the content and I’ve got a long-term relationship with the brand, but I don’t think that would be enough to change my communications and internet infrastructure.

This is a problem that challenges the economics of paying people to create quality content.

Interestingly, I think it’s where the content curation discussion becomes most relevant.

A brand like the New York Times, which has tremendous reach and authority, needs to find ways to expand and deepen its relationship with its consumer across the wireless and wired web. Curating content, building applications, creating micro-communities, turning its top journalists into entrepreneurial brands, picking and choosing where to invest money in highly differentiated and traditional reporting…this is the mix of content, focus and activity that can make the digital connections into increasingly profitable areas.

Here’s how the head of the NY Times is looking at it. The key business focus is finding ways to recover the content costs. I think there’s a bigger web to spin, which will help to support the cost of original content in a different way.

eMarketer shared an interesting piece of research from the University of Maryland’s business school this week.

The survey looked at the use of social media tactics by small business.

The key takeaway: Small businesses are rapidly adopting social media. 75% have created a company presence on sites like Facebook and 69% say that they actively post status updates and articles of interest on those sites.

Twitter was used by about one quarter of the respondents, while almost 40% say that they blog.

This is an explosion of activity from the SMB sector. It makes sense: social media tools are easy to use and internet users are spending more time on social media sites than any other venue. The SMB social media adopters are just following their customers.

Over the past year, I’ve been encouraging our teams to have gain expertise about social media and have conversations with their customers about how these new tools can help them in their business.

Where I’ve met resistance is from people who ask, Why? Our business is advertising, and we’ve got print and internet products to sell. Talking about social media is off-point and doesn’t help.

My counter is that if we know a lot about something that our customers care about, we can help them, and that’s going to help us get into more conversations and have better relationships. And, I know from all my conversations that our customers and prospects are fascinated and perplexed by how to use social media tools in their business.

I found a useful passage in the conclusion of an industry report from Borrell Associates about real estate advertising that helps drive this point home.

Local media companies that can demonstrate a commitment to understanding their local markets more deeply than their competition, and a willingness to share that knowledge with local advertisers in a consultative relationship that is built patiently, with trust and respect, for the long term, will have the best chances for success. When a business is hearing from half a dozen ad media reps every month, it will take unprecedented focus, effort and resources to stand out.

Reading that made me ask myself, How many of our market representatives see the same value in sharing knowledge? And, how many of them feel confident about their own command of the information to share it with customers and prospects?