Proving Readers Right

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A “History Facts” piece I came across yesterday made me aware that the word “Pennsylvania” is written with a missing “n” on the Liberty Bell!  Prepared for yet another “gotcha!” – type article, I was pleasantly surprised when the authors explained that the “mis-spelling” was not a typo at all. In fact,  back in the 18th century, “Pensylvania” was a legitimate spelling of the colony’s name.

At Say It For You, we’ve often touted myth-busting as a tactic content writers can use to grab online visitors’ attention. At the same time, we caution, it would be a tactical mistake to prove readers wrong. As writers, we want to showcase our business owner and professional practitioner clients’ expertise without “showing up” their readers’ lack of it!

The golden rule in content marketing, corporate travel advisor  Qahir Chipepo agrees, is to create fans first, then introduce your solution. Educate, entertain, and inspire is what you want to do, he says. 

So true… Business blogs are wonderful tools around facts, and that’s why we writers can use content as a way to not only dispense information, but to address misinformation. At the same time, when we aggressively refute existing opinions or beliefs – or “dis” the competition, we risk alienating our clients’ audiences, turning our content into a “turn-off”. 

Every industry, every profession has its myths, ideas that sound true but simply aren’t.  Content marketing is actually the perfect vehicle for defusing false news, correcting misunderstandings, and protecting readers from word traps. Presenting the actual facts and statistics in your content is meant to have the same effect as the windshield defogger on your car. Once the mist is cleared off the glass, you reason, readers will see for themselves what’s out there – they won’t need to be either told or sold!

Realistically, though, our clients’ competitors represent viable alternatives for their prospects and customers, and readers will resist being “made wrong” for having checked out what the competition has to offer. That means that, rather than starting with what “they” are “doing wrong”, the content  should emphasize the way “WE” believe it’s best to deliver value.

Prove readers right, knowing that, armed with the facts, they will make the right decision every time!

 

 

 

 

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Filling Your Content Marketing Out of Three Buckets

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“All presentations are composed of just three elements,” Dan Roam writes in his book Show & Tell: 

  1. my idea – impressions, anecdotes, data, concerns.
  2. my self – goals, hopes, beliefs, insights
  3. my audience – demographics, aspirations, abilities, skills, uncertainties

Effective content marketing, we’ve learned at Say It For You, makes use of the same three buckets. We share ideas, adding information to things our audience members already know, fill their aspirations by showing best ways to  accomplish their goals, and, having understood their needs, inspire and empower them to take action.

To pick the right storyline for an article or presentation,  we need to answer the following question, Roam explains: “After we’ve finished presenting, how do we want our audience to be different from when we started?” Reports that tell the audience what they already know, then add a few things they don’t are not very memorable or actionable, he cautions.  If we’re doing it right, we make the audience care.

In content marketing, this is where the “my self” bucket comes in. Personal stories and opinion pieces showcase the unique slant of the business owner or practitioner. Dipping into that second bucket, you reveal how you arrived at the name of your business, even revealing the biggest mistake you made in starting that business or practice and what you’ve learned from that mistake.  Precisely because it is so very human to act inconsistently, revealing seemingly out-of-character aspects of yourself and of the people involved in your business or practice is a way to create buzz.

At the same time, Dan Roam reminds presenters to never, ever apologize for any anxiety.  Telling them you’re nervous will make them worry, too,” he advises. “When we are confident, we will help the audience change,” he tells newbie speakers. At Say It For You, we know how important it is to remember that third bucket – it’s our audience’s uncertainties we’re out to change!

When it comes to content marketing, readers visit  our web pages and blog for answers and for information they can trust.  In fact, the success of our marketing efforts will be very closely aligned with our being perceived as  SMEs (subject matter experts).

Show and Tell is the perfect guide for content marketers. To the extent we understand the demographics of our audience, realizing that our readers are those looking for information, products, or services that relate to what we know, what we have, and what we do. Those visitors are literally inviting us to share our ideas, our “selves” and our skills

We need to fill our content marketing out of all three buckets!

 

 

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No-No Expressions in Content Marketing

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Earlier this week, our Say It For You blog highlighted some very good tips Bruce Sanders offers in Financial Advisor Magazine to financial advisors about staying in touch with their clients. As a content marketing, I particularly appreciated Sanders’ advice concerning specific expressions advisors would do well to avoid in their communications.  “You might say something you consider witty or simply plain speaking, but your client might take it the wrong way”, he warns…

1.   You’re meeting with a client and the phone rings. You say “I can ignore that call”. Your intention was to show that the person in front of you is most important and that this meeting should not be interrupted. The client, Sanders cautions, might wonder if their call might get the same “brush-off” treatment when they need to talk to you.

2.   A client has learned that they cannot do something they wanted to do, either because of technology or other changes in policy. If you say “It’s firm policy”, that’s a turn-off – your client feels you should be arguing their case. See this from the client’s perspective. Show that you understand their frustration. Then show how the change will benefit the client in the long run, Sanders advises.

3.   “I want all your money”. Don’t offer an “all or nothing” scenario in which prospects must sever relationships with other vendors or professionals as a condition of dealing with you, Sanders warns.

“Powerful customer service phrases can help you improve client interactions by instilling trust, touchpoint.com explains. “Is there anything else I can assist you with?” shows that a service representative is eager to go above and beyond to ensure the customer’s satisfaction. If concerns arise, saying “Thanks for bringing this to our attention!”, or “I apologize for the inconvenience” can help maintain trust..

For content marketers, this advice applies to negative comments that readers sometimes make about a business, using social media. When those customer complaints and concerns are recognized and dealt with “in front of other people” (i.e. in the content available to all readers), it gives the “apology” more weight.  “Letting the client tell his/her story,” gives the owner or practitioner the chance to offer useful information to other readers and to explain any changes in policy that resulted from the situation. But, even when there haven’t been negative comments or outright complaints, we must engage readers and show them we understand the dilemmas they’re facing, going right to the heart of any fears or concerns they might have.

Getting everything “out on the table”, thereby building trust? Why, that may be one of the most valuable functions of content marketing!

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Reminding Readers of Things They Already Know

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To appreciate a story’s narrative, readers must be constantly updating their sense of where they are in the tale, Amor Towles points out in Poets & Writers. Of course, Towles concedes, as we begin to read a novel, we already know something of what it contains (we’ve read the dust jacket, heard about the book from a friend, or have read other books by that author).

The same is true, of course, for content we post online. Readers will not have found their way to our content unless they have an interest in learning more about that very topic or need help related to our area of expertise. The delicate task facing us in “bringing readers up to speed” before moving on to the new information involves knowing just how much of an update is needed. Too little might cause puzzlement as we offer new information. Too much “review”, conversely, might be seen as repetitive or – worse – disrespectful of our readers’ sophistication level.

Like novelists, in creating regular blog and newsletter content, we attempt to create a cumulative effect. Some articles review the basics; others offer news of recent developments – new products or services, new changes in the law affecting our customers, new community involvements. The option of linking back to former content can be helpful to readers.

But, whether or not you decide to use linkbacks in your message, because blog content remains permanently on the website, with formerly posted content moving “down” a spot to make room, the cumulative repetition of key words and phrases increases the chances for the content to “get found”.

Public speakers should ask themselves how they can “make it personal”, John Maxwell teaches public speakers in his book, The 16 Undeniable Laws of Communication, and the best way to do that, he advises, is “to pair what they do know with what they don’t know.”The first part involves learning about the organizational culture of the group, their personal experiences, even their national origin. Then, the “what they don’t know” part describes the insights you’re communicating today about that already acquired knowledge.

For us online content creators, then, the challenge is finding ways to respect readers’ intelligence and knowledge while reminding them of things they already know, setting the stage to offer exciting new insights.

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Unravel Acronyms, Accelerate Engagement

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Some letter combinations are such a familiar part of everyday life that they almost fade into the background. Every day we see markings on food packaging, clothes, water bottles, electronics and elevators, Sarah Anne Lloyd writes in Interesting Facts. Examples include:

UL – The Underwriters Laboratories Company conducts product safety testing on electric plugs, heaters, and smoke alarms.

FCC – Mobile phones, earbuds, and televisions stations are checked by the Federal Communications Commission to make sure devices don’t overexpose users to electromagnetic radiation.

YKK – The Yoshisa Kogyo Kabushikikaisha manufacturing company delivers high-quality zippers, and has become a go-to in the garment industry.

SKU – Stock keeping units are used to keep track of products for sale online, helping sellers be precise about exact color, size, and model of goods.

Many times, authors introduce new acronyms when they develop a novel technique and want to give it a catchy name, believing that this increases the chances of accepting and remembering the technique, Dr. Shweta Murudkar of the Enago Academy.explains. However, one must use abbreviations with caution, Murudkar warns, because overuse may in turn reduce readability, especially for a non-technical or non-specialist reader.

In content marketing, as I explained last month in this Say It For You blog, once you’ve established common ground, reinforcing to readers that they’ve come to the right place, it’s important to add lesser-known bits of information on your subject, which might take the form of arming readers with terminology and acronyms common in your field.  That not only adds value to the “visit”, but increases readers’ sense of being “in the know”.

I remember, more than ten years ago, Vogue Magazine publishing a glossary of terms, teaching prospects to feel like “fashion mavens” who understood the meaning of “boxy” and “dirndl”. Every trade and every profession has its own technical terms and acronyms that are used for the sake of convenience.  Now we content writers can help readers feel part of our client’s “inner circle”, all through unraveling those acronyms and sharing those industry-specific “secret words”.

 

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