The formula for building a successful online presence has become much more complicated over the last few years. It’s no longer sufficient to create a brochure site with no user interaction. We’ve all heard the mantras of this new era: Engage your users. Join the conversation. Measure your results.
However, when it comes to living these mantras, there’s still quite a bit of confusion about what tools to use and how to use them. As a Web developer and a relatively knowledgeable tech guy, I am often asked to help implement strategies that deliver this next level of Web experience.
The problem is, most of the time, people don’t really know what they’re asking for. They want something, but they don’t know the details. And sometimes those details include complications or commitments they don’t anticipate. It’s my job — and the job of anyone in a technology thought leadership role — to explain these important details to anyone involved in selling or planning digital projects.
Here are three things people ask for, but often don’t really know what they’re asking for:
1) SEO
Improving the ranking of a Web site within search engine results is much more work than most people want to believe. I typically give the advice that there are two tiers of SEO efforts:
The first tier involves basic best practices and can be done without much extra work. It mostly involves tasks that a Web developer should be doing by default when building out a Web site: using standard HTML that degrades well if styles or Javascript is turned off, proper use of header and title tags, creating and submitting a sitemap.xml file, etc. Basic best practices also means the copywriter needs to focus the content on each page around as few keywords as possible; preferably one.
The first tier, as I have loosely defined it, really only plants the seeds for SEO success. If you don’t do anything else the seeds will just sit there. The second tier of SEO efforts requires much more time and effort; it can be tantamount to a full-time job. This is the side of SEO that’s often surprising to people. A Web page is never going to find success within search engine results unless other sites are linking to it; and it usually takes a lot of work to get those links. Someone needs to be putting in time, finding relevant sites, building relationships with bloggers and other content creators, and earning those links. There’s also competitive analysis to be done, metrics to be monitored…
2) Social Media
Adding social media to your online presence is another undertaking whose difficulty is often underestimated. It’s fairly simple to set up Twitter, Facebook, and YouTube accounts and to add widgets to your site; but these actions alone will not bear much fruit. Like basic SEO best practices, these are merely the seeds.
Also similar to SEO, taking social media to the next level requires a full-time, dedicated resource (or resources) to truly engage your customers and create a community that thrives. Finding people who want to join your conversation and maintaining that connection are time-consuming, strategic duties that can’t simply be tacked on to an already busy work load.
Successful social media programs require a multi-faceted approach. Executed correctly, they will generate real, personal relationships. These relationships must be nurtured by a team with clearly defined roles — even if that team is a single person. Social media is far too important today to be an afterthought.
3) Analytics
Measuring the activity and success of your online presence falls into the same pattern social media and SEO do: the basics are straightforward, but the real benefits are only found by putting in work. Setting up a Google Analytics account to monitor a site’s activity is very simple and the out-of-the-box results are surprisingly sophisticated. It’s easy to take this low hanging fruit and feel like something significant has been accomplished.
The fruit filled with jewels and other treasures, however, is at the top of the tree (You didn’t know that?). You’ll need to spend some man-hours to really exploit the power of analytics. Goals need to be set, user activity needs to be tracked at a more granular level, and you need to experiment – continually tweaking to improve results.
If you weren’t overwhelmed by all the fruit and seeds metaphors, hopefully you’ll see a common thread: creating a thriving online presence requires dedicated resources. It’s too much to ask a sales person, a project manager, or a developer — let alone a CEO — to perform these tasks on top of their daily duties. They won’t be able to put in sufficient time, they’ll be unhappy because they’re putting in extra hours, and the project will suffer at the hands of unfocused brains. You must find people who can focus on these tasks every day.







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