With more businesses realizing the power of digital channels to nurture relationships, rally fans and build customer affinity, opportunity abounds for savvy professionals.
But with execution all over the board how should those who are new get started?
To answer that question, we posted thoughts from a variety of marketing and web professionals on social media strategy before tactics.
It’s an ongoing debate, but the consensus among the marketing and PR crowd is clear: strategy before tactics is the logical approach for businesses to take when engaging in social media.
Sarah Evans provides a clever analogy:
Would you pick up a phone and randomly dial 10-digits? Unless you’re prank calling, probably not. The phone is a tool for communication, just like social media is a tool. Before making a phone call, sending a tweet or launching a blog, strategy is essential. It will guide the decisions you make, the platforms you use and how you interact.
Yet, in social media marketing and PR, it’s common for communications professionals to dive immediately into tactics without strategy “randomly dialing numbers” as Sarah notes above.
How often have you been in a meeting and heard things like “we need to be on Facebook, let’s get on Twitter, or why don’t we start blogging?” In the social web, it’s analogous to inviting people to a theme party and not telling them what the theme is (or even knowing yourself). If you approach social media in this way, expect your returns to be as predictable as the costumes your guests at the party will wear.
Shel Israel notes:
You really need to know why you want to use social media and which tools are best suited to meeting that objective. A good start is to know where, on social media, your customers hang out and what you can give them by joining their activities. This depends on which objectives you have in mind. It can be sales, lead generation, support, feedback, new ideas. So many things can be achieved in social media. If you know what your goals are they will shape the tactic.
Indeed. While “getting more Twitter followers” may seem like a great idea, what if your market isn’t congregating on Twitter? What if they are still using forums and boards (as many do)? What if they are all bloggers who barely touch Twitter? By jumping immediately into tactics without any thought, you may have success – but you may not. It’s just not a methodical approach.
Peter Kim adds:
Strategy needs to drive tactics, as companies first need to know where they’re going before they figure out how to get there. A lot of roads can get a brand from point A to B, but a good strategy will help selection of the optimal route, as well as how to respond if setbacks are encountered along the way.
This makes sense, as with any type of marketing – digital or otherwise – it is the strategy all tactics should roll to. Without a solid strategy in place aimed at positioning you as the stand out in the market, it’s difficult to brainstorm and map out cohesive tactics that provide the best route to success. In other words: you might get lucky once in awhile if creating tactics without strategy, but you will not build up the momentum required to accelerate ahead of competitors.
All the strategy talk aside, tactics matter too. And Guy Kawasaki understands this intimately:
“Social-media strategy” is over-rated if not a downright oxymoron. The goal is to do more business. Social-media is a means to that end. Maybe you’ll use it to establish warm and fuzzy communal feelings. Maybe you’ll sell excess inventory. Don’t focus on some kind of high-level strategy because no one really knows how to use social media yet. Focus on tactics: Get more followers, make them happy, promote your stuff to them every once in a while. That’s all you need to know about strategy right now.
Guy has a point: a solid strategy does not decrease the value of experimenting, tinkering and trying new tactics out. Yet in a sense, Guy is offering his own strategic approach to social media – the no strategy strategy.
At TopRank Online Marketing, we believe that trial-and-error under the umbrella of a strategy is extremely valuable for businesses new to social media. This is actually where they will learn the most, get real-time feedback and ultimately become fluent in social media marketing. The strategy simply provides a framework for both planned and improvisational tactics, which can be dynamic. In fact, a strategy itself could be designed in such a way to be fluid and shift with the times if a business is agile enough to change directions quickly.
Valeria Maltoni provides a succinct summation to the discussion:
In practical terms, you want to know where you’re going so you can get there. Every resource you expend in business needs to be justified. Everything worth doing needs to be measured. Social media is no different. It may be a great way to share useful content in places where your customers spend time to generate interest for further actions. And it can provide powerful business intelligence back, straight from the people who buy your products and services.
However, to capitalize on all of that, your process needs to tie all your activities together — the information sharing, the intelligence gathering, the communications, content creation, and anything else that happens in between. All activities aligned with and in support of the business. Without a strategy and goals, you won’t know how you’re going to measure results and won’t be able to answer the “so what” question.
Valeria’s statement is heavily grounded in reality. To get buy-in from key decision makers and stakeholders, you need to be able to present a strategic plan outlining the tangible steps you’ll follow for success. In the current economic climate (and really all of them) everything worth doing needs to be measured, and spends need to be justified. The strategic plan allows you to confidently answer the all important “so what” question marketers inevitably receive from the C-suite.
Be sure and subscribe to TopRank blog as well as follow @TopRank on Twitter – we’ll be offering a PDF with even more from industry thought leaders on strategy vs. tactics in social media next week.
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Thought Leadership on Social Media Strategy |
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Several years ago (2007) I was asked to give a presentation at Jill Whalen’s High Rankings 
It’s a debate that’s more common than you might think. 
Say you want to build a house. You survey the site. You assess your needs: do you want a one-room cabin, or a sprawling mansion? How many rooms? Should any serve specialized functions? How many bathrooms are necessary? Pool? Garden? Once you’ve answered these (and more) questions, it’s time to go out and buy bricks, lumber, hammers, nails, windows and all the other stuff you need to get your house built. Not before. After all, how do you know what you’ll need if you don’t even know if you’re building a ranch house or a stone cottage?
“What it comes down to is asking the question ‘How do you define success?’. Tactics don’t answer that question. Strategy does. Sure, you can measure tactics, but without a strategy, there’s no benchmark. You can’t confidently say your program has succeeded if you don’t have a clear snapshot of what success looks like.”
The majority of the market still suffers from “bright and shiny object syndrome.” Is it any wonder that they’re still struggling to figure out a Return On the their social media Investment? Ultimately a solution in search of a non-existent problem or a tactic in search of a strategy will only underwhelm, underdeliver and fail to deliver any real, long term and sustainable impact which is consistent with social media being activated correctly.
There are so many outlets for social media that it is imperative to have a solid strategy before acting unilaterally in the space. If you make a mistake on a simple project, you only affect your company and the client. However, if you make a mistake in some social media space, it is potentially in front of thousands. There are so many different strategies you can carry out in social media, that it is imperative to have your whole team on board and in alignment. We have project planning every quarter for a day and then act on that plan the rest of the quarter. However the social media project is an ongoing discussion where we spend more time on strategy than we do acting. We are constantly revisiting what is going on with the major outlets.
With new ‘tools/tactics’ launching every 2.7 seconds, or so it seems, the social media world over flows with options. It can be overwhelming to both novice and experienced social media marketer. Strategy First helps you identify which are the best opportunities to put into play to achieve your goals. You do have goals? Oh, that’s another conversation.
Strategy before tactics on Social Media is equivalent to diving into a pool before looking to see if there is water let alone the depth to handle such. If you don’t spend the time, you knock out your two front teeth and be reticent to ever get in the pool again. And as we all know, this is a pool worth swimming in.
The only thing true about online marketing – and by extension, social media – is that the tools always change. Three years ago, MySpace was king. 10 years ago, Yahoo! had 67% of the search market. A “strategy” that is based on tactical execution isn’t a strategy at all, it’s a recipe for playing a constant game of catch up. The trick is to focus on how you’re going to be social, not where you’re going to do social media.
Social media without strategy is like cooking without a recipe. Sometimes it works but sometimes its disaster. With a recipe, at least you know what ingredients to have before you get started. Along the way it’s great to improvise to make it your own but without at least a plan, you end up wandering aimlessly.
How about research before strategy before tactics??? In social media you have to understand what is going on in your marketplaces and what people are saying BEFORE you jump in. It’s the old “don’t ask a social media expert if you should blog or Tweet, ask your customers first” — Once you know where the market is going, THEN you need to fit your organizational goal into the reality of the marketplace and see what kind of strategy might be effective. The last thing you need is tactics and tools.
The C-Suite talks strategy, not tactics. And you are going to need their support if you even want ’social’ to take root in the soul of the enterprise.
Tactics don’t take into account the customer need. They typically center around “doing something viral” or “doing social” or “creating a community.” Good social strategy forces you to understand and realize that if you don’t solve a real customer need with your actions, you’re already forgotten.
Why strategy before tactics? A better question might be why do marketers shoot first and ask questions later? First, unlike other marketing tactics, the barrier for entry into social media is very low, so a lot of marketers think they can just jump in and base their strategy “later” upon a hollow number first achieved. They think this is data.
The tactics are just tools and most are easy to learn. What’s tough is the 1st step in a social strategy: adopting the social media mindset
Using social media without a strategy is like writing your message on a paper airplane and aiming it out a window. Before you start engaging with customers you need to be prepared with what your goals are. Determine who your audience is, plus where and how to reach them. Most importantly you need a plan for how you will monitor the converation, respond to feedback and funnel it back into the company so you can be continuously improving.
Why should social strategy come before tactics? Because you don’t ask a girl to marry you before you ask her on a date. Because Chevy doesn’t manufacture hoods before they design a car. Because you fill sandbags before a flood.
“Why strategy before tactics when it comes to social media?”…
I call Social Media w/ out tactics 
You simply can’t tell if you’re doing well or not if you don’t know what you’re trying to do. You don’t need social media for social media’s sake, you need it for business’ sake.
If you’ve ever had an ounce of question as to where and how to start social networking (on or offline), I’d ask you what does your data say? Jumping into a social environment and starting to engage is like crashing a wedding reception and trying to network with everyone there. You might make some friends (and enemies) along the way, but are you really engaging with an audience that 1) is useful for you to engage with and 2) wants to engage with you?
“Social-media strategy” is over-rated if not a downright oxymoron. The goal is to do more business. Social-media is a means to that end. Maybe you’ll use it to establish warm and fuzzy communal feelings. Maybe you’ll sell excess inventory. Don’t focus on some kind of high-level strategy because no one really knows how to use social media yet. Focus on tactics: Get more followers, make them happy, promote your stuff to them every once in a while. That’s all you need to know about strategy right now.
The most important aspect of strategy is to focus on your buyers and not your own ego. Only then can you create the tactics that reach people in an authentic way and that they are eager to consume.
Why social strategy should come before tactics:
Would you pick up a phone and randomly dial 10-digits? Unless you’re prank calling, probably not. (Darn you, caller ID). The phone is a tool for communication, just like social media is a tool. Before making a phone call, sending a tweet or launching a blog, strategy is essential. It will guide the decisions you make, the platforms you use and how you interact.
Strategy before tactics means, essentially, think before you talk. In other words, in any social-media effort for marketing or other business purposes, it’s important to do a gut check. What is your corporate culture? Who are you? This leads to other key questions: What do you want to say? What do you seek to accomplish using social media? what are the ground rules, the map to follow? This doesn’t have to be a 500-page manual or anything, but do look before you leap.
Having a social strategy before jumping into tactics is imperative for long-term success. Short term tactics are okay for brands who are just testing the waters, but having a strategy will a help a brand think more holistically about becoming a social business rather than a business who can sometimes be social. Having a strategy will force brands (or small business) to think about culture change from within the organization which is required to transform into a social business. It will also help brands determine how to effectively integrate social into everything a brand does in their communications arsenal (web, PR, outdoor, retail, customer support, channel, B2B).
The most succinct argument would be to quote Louis Carol’s Cheshire cat: “If you don’t know where you’re going, any road will get you there.”
Putting strategy ahead of tactics is a must for just about anything, but especially social media marketing. The problem seems to be so much confusion around what the word strategy actually means — a strategy is not a timeline or a goal, even though these elements are often included in what people refer to as a strategy document. The actual strategy piece is the spirit with which you approach others and engage with them. Engagement is not a strategy, but a high level tactic. HOW you plan to engage is strategic. Strategy also doesn’t ask about ROI, but about how you plan to win.
Strategy needs to drive tactics, as companies first need to know where they’re going before they figure out how to get there. A lot of roads can get a brand from point A to B, but a good strategy will help selection of the optimal route, as well as how to respond if setbacks are encountered along the way.
It’s a bit like baking a cake. Tactics are the ingredients that deliver the strategy. Decide on what kind of cake you want to bake first and why. If you dive straight into the ingredients and get the balance wrong, you could end up with a very bad taste in your mouth.
Why do you put social media strategy before tactics? There is the standard cliche about making sure that you have blueprints before you build your house, but here’s a bit of a different take. As you achieve some initial success, you’ll soon have other business units asking “How did you do that?” and “How can we be part of that?” If you don’t have an agreed upon strategy things can get messy rather quickly.
In practical terms, you want to know where you’re going so you can get there. Every resource you expend in business needs to be justified. Everything worth doing needs to be measured. Social media is no different. It may be a great way to share useful content in places where your customers spend time to generate interest for further actions. And it can provide powerful business intelligence back, straight from the people who buy your products and services.
I have a very short answer when someone asks me why strategy should come before tactics. Having your strategy in place, with your objectives set, usually means not having to go back and fix everything that you rushed to develop in your communications program. You must know the “why” part first, before you build anything, and use a listening strategy to determine early on what tactics will actually be successful with the people you want to reach. The strategy first approach saves time and doesn’t waste valuable resources.
Strategy is the path one intends to take to reach a certain goal. Using only tactics in social media is like picking up the phone and dialing random people before you’ve even decided if the call is for a sale or customer service. The tools are there to serve the goal, and certain tools improve certain strategies. Starting the other way around is just asking for pain.
The primary reasons businesses flounder with their social media integration is a) not clearly identifying their target market and which social sites these prospects visit most, b) lack of clear, measurable objectives and c) lack of a solid strategy to achieve such objectives. Thing is, there’s so much peer and media pressure to “get on Facebook (and, now, get Facebook on your site!), get on Twitter, work on your blog, make videos.” But, for what purpose? What are you trying to achieve? By starting with the technology tactics piece first, you could be completely missing the mark and, in fact, might not even be building a presence where your target audience lives! Carving out time to architect a solid social strategy is vital for success in today’s uber noisy online world.
Strategy starts with understanding what unique values we bring. It requires an overarching mission and understanding of the climate, systems, current conditions, and the character and culture of the people involved. Strategy is a practical plan to analyze and advance a position over time through understanding human nature and making good decision. Tactics or campaigns are the methods for executing a strategy.
Tactics are fun, strategy is boring.
Strategy before tactics isn’t only relevant to social media it’s relevant for all aspects of business. Strategy should always be the backbone of anything you do. There’s no point in creating a presence on various social channels unless you have a very clear understanding of the business challenges you are looking to solve and an understanding of how you are going to solve them. Only then you can start to think about the tactics. What happened to Nestle recently is a great example of what happens when you put tactics ahead of strategy; it’s irresponsible, not accountable, and quite frankly stupid. Any company that puts tactics ahead of strategy will fail, and rightfully so.
One of the biggest mistakes many people jumping into social media make is to focus on the tactical application of various social media platforms before creating their strategy. It is easy to get off track in social media, after all SM conversations vary dramatically day to day. By setting your goals and strategies before you start your outreaches, you ensure everything you do online includes your company branding, ensures your messages are delivered and can be easily tracked and measured. My rule of thumb? Determine your goals, write your strategies, create your program, measure and revise your strategies based on customer/consumer feedback.
I think strategy should come first because your goals for social media usage are more important than the tools. You pick the strategy/goals, then that tells you which tools will help you best execute that strategy.
It drives me a little nuts when organizations jump on the “shiny new toy of the day” bandwagon without much forethought. Often this happens because someone influential within the organization has seen a competitor doing it, or because it’s getting “buzz” and they think that buzz will automatically rub off on them. On the other hand, I’ve also seen organizations resisting social technologies because of fear, ignorance or internal turf wars (who will “own” social?), regardless of how much these might help them achieve their strategic goals.
There are so many different tactics you can use, and some of them even conflict with each other. If you ignore the big picture goals and strategy, then in the best case you wasted time and money, in the worst case you moved your company backwards.
I have to smile about this request since I meet brand marketers on a daily basis who want to start their efforts in social media by creating a facebook fan page, or worse, already have taken this into their own hands prior to thinking through best practices, resources and ongoing engagement…let alone strategy, KPIs, etc…! I’ve put this to a stop via corporate governance/guidelines, but am still playing the role of an educator. I’m also seeing venues vary by brand depending upon the existing discussion.
In today’s world of digital marketing, things are moving at an intense speed – so quickly, in fact, that today’s platform du jour may be tomorrow’s digital refuse. Remember Friendster, Jaiku and Splashcast? Perhaps you do. Or not. They are sites that faded from relevance, got acquired or shut down completely. Or maybe you’re more conversant with the white label social platform Ning, which recently announced that it’s ending its free service. Think of the implications if you’ve built a number of online communities that depend on the site.
While today’s online media are abuzz with the latest and greatest social media tactics and tools, for many of us that have been around a little while, it was blogging that started our social media careers.
