On Tuesday 2 March 2010, I delivered a breakfast presentation entitled ‘How to use social media and Web 2.0 in your small business’ to members of the Eastside Business Enterprise Centre in Adelaide.
Here are my slides from that presentation:
On Tuesday 2 March 2010, I delivered a breakfast presentation entitled ‘How to use social media and Web 2.0 in your small business’ to members of the Eastside Business Enterprise Centre in Adelaide.
Here are my slides from that presentation:
Tags: blogging, blogs, eastside bec, facebook, linkedin, social media, social networking, twitter, web 2.0
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A collection of interesting articles, links and helpful stuff that I have come across recently:
Tags: addthis, copyscape, copywriting, e-cards, facebook, google, image editors, intellectual property, ip protection, jakob nielsen, john morkes, kiva, mofuse, mypunchbowl, plagiarism, social networking, twitter, webequity, wikipedia
Posted in Useful Articles, Useful Links | No Comments »
Your web site ranks well, attracts lots of traffic and is achieving record sales – so you’re making money while you sleep! – right? If that’s the case well congratulations but don’t forget about customer service.
We’ve all heard the saying “bad news travels fast”. Offline an unhappy customer will tell on average between 8-16 people about the bad service they have received. The reality is that news of dissatisfaction spreads fast through forums, social networking sites, blogs and a growing number of sites like Get Satisfaction, TripAdvisor and Word Of Mouth On the Web .
To provide good customer service you need to make the whole experience pleasant and exceed shoppers’ expectations. Because you aren’t dealing with people face to face, it is even harder to make a connection, earn trust and build a relationship.
Your aim should be that at the very least a customer would return to your site to make another purchase but ideally be so thrilled with the site and your service that they will tell everyone they know!
What constitutes good service?
My most recent online purchase was from Belles Familles, it was for a pram liner and some party goods for my one year old’s birthday. I shopped around extensively, especially for the pram liner, wanting one suitable for summer and winter that fitted my pram, had holes for the safety belt and wasn’t too expensive. Belles Familles caught my attention as they has some really different products, several to choose from, good prices and they allowed me to order exact quantities of the party goods instead of having to buy complete packs. So after several hours online, I made my buying decision after 5pm on a Friday afternoon, paid extra for express delivery and waited to see what happened. I received an instant response that my order was confirmed and then one not long after that it had been processed and was on its way to me. The goods arrived speedily on the following Monday, with a handwritten address and a business card. I was very impressed, would order from them again and have been telling lots of people, including you!
Managing your brand, reputation and any complaints
If you type “unhappy customer” into Google you will start to see the sheer number of people posting about their dissatisfaction with various companies, products and services.
So if you make a mistake or receive a complaint from a dissatisfied customer I urge you to respond quickly to resolve the situation.
It is also wise to keep tabs on who is talking about your site online on other public forums or social networking sites – so that you can respond and control any potential situations before they get out of hand.
For example: anyone running a hotel, guest house or bed and breakfast would be wise to check whether they are included on TripAdvisor and what past customers are saying. You do have the option to respond to any positive or negative comments and explain your side of the story to put potential customers at ease.
So make sure you exceed expectations and keep learning – both from happy and not-so-happy customers!
About the Author. Internet consultant and author, Melissa Norfolk, speaks to business, school and community groups about online marketing, email newsletters, search engine optimisation and effective use of the internet. Her new book Starting an Online Business for Dummies is due for release in February 2009.
Tags: Belles Familles, clients, customer service, customers, ecommerce, feedback, Get Satisfaction, online sales, social networking, TripAdvisor, Word Of Mouth On The Web
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I work from home. Most people I speak to say that they would find it impossible to work from home because there would be ‘too many disctractions’. For example, the television, refrigerator, the dog, wife, life…
It certainly takes discipline to work effectively from home. I am certainly no paragon of discipline (I get distracted with the best of them), but I have employed a couple of strategies to ensure that I get things done. Hope you find them helpful:
1. Set aside your work area. Set up an office – preferably detached from your home - and use it only for work. Your office is your place of work and it should be treated as such. Adorn the walls with your degrees, qualifications and business registration certificates. Set up photos of your loved ones – because they should not be able to interrupt your work sanctuary during work hours and you will miss them! This is your place of work – do work here, do life elsewhere. Avoid the temptation to take the laptop down into the living room to work in front of the cricket during the day or to catch up on work ‘after normal business hours’.
2. Dress like you are attending a regular workplace. I have a confession to make. I regularly start work without having had a shower. Yep, I walk the dog and I head straight to the computer, without having had breakfast. Bad karma. It’s better if you prepare yourself each day as if you were ‘going to work’. That is, get up at a reasonable hour, take dog for walk, shower, put make up on (?), do hair (?), eat breakfast, kiss the wife/husband, and head to the office. It’s all about establishing a routine and sticking to it. If you have a good routine, you will find that your productivity will increase substantially. Of course, I wouldn’t advocate dressing in a suit and tie – jeans will suffice!
3. When in your work area, work! Now that you have set up your office, make sure that every minute spent there is channelled towards your work objectives, not personal stuff. Produce a daily to do list and make sure that you achieve it in the allocated time. Don’t leave the work area until everything is done. You need to walk out of that room at the end of the day having achieved something.
4. Make sure others respect your work area. This is a hard one. Tell your family and friends that your work area is your ‘office’ and it is to be treated as such. They wouldn’t come barging in to your office if you were working for another employer – it should be the same deal in your home office. Visitors to the house also need to understand that you are working and that you shouldn’t be interrupted. A little bit of R-E-S-P-E-C-T is needed from others to work effectively in a home environment. By the same token, you need to respect the fact that your home is a home too. Don’t let your work impact unduly upon the lives of your partner and children.
5. Take breaks. When working at home, there is a temptation to just work straight through without breaks – no morning tea, no lunch break. This is a mistake. It’s important to take time out during the day to clear the mind – sit down and eat some lunch, go for a walk, read the paper, play with the dog, take your mind off your work for a while. In short, do what you would do if you were working for another employer (except, of course, play with the dog).
6. Separate your home and office utilities. If possible, get yourself a separate business phone line. Don’t answer your home phone during work hours and don’t answer your business phone outside of work hours. Consider also getting a separate computer and broadband connection for home and office use. It might be expensive to have two computers, but it will allow you to separate your two online lives – personal email, web favourites, files etc on the home computer; business stuff on the business computer. This will also ensure that you never have to fight for the computer when trying to work – ‘honey, can I use the internet for a minute…’
7. Network and socialise with real people. Working from home can be very isolating. To maintain your contacts, and retain your sanity, it’s important to keep interacting with people – and not just via online forums. Attend events, conferences, breakfasts, networking sessions, business lunches, drink functions, etc. If you don’t get out and network with others, then you could ‘lose your touch’ with people and even become a recluse! Many people who shun working from home do so because of the lack of daily interaction with other people. It’s important that you fill this void by seeking out other opportunities to interact.
8. Network with others online. It’s also important to network with those in your industry via the web. Twitter is a great tool for this because it provides a mix of work and social messaging. I have read elsewhere that Twitter is like ‘hanging around the water cooler’ at work and is an excellent tool for shooting the breeze. Beware though – Twitter is addictive and time consuming! Half your day can suddenly disappear as a result of tweeting and responding to followers. Other tools that you should use include web-based online forums, Facebook (mainly for social interaction), LinkedIn (professional interaction), Ning, email, voice over IP and instant messaging (I use Skype for the last two).
9. Join the local business enterprise centre or industry group. Most areas of Australia have federally-funded business enterprise centres, chambers of commerce or business councils. These groups are often pretty cheap to join and they offer some great benefits and networking opportunities for small businesses. At the very least, most of these groups have a website and they will list your website URL as part of the membership package – this is good for your SEO.
10. Schedule holidays. One good thing about working for yourself is the ability to schedule holidays. We schedule our family holidays at the start of the year. Not only is it great for securing excellent travel deals well in advance, but it’s also good for your morale and self-motivation, giving you a milestone to work towards. When you finally do go on leave, try and resist the temptation to take the laptop. If it’s simply not feasible to leave the laptop behind, then be disciplined on your holiday and only work during designated periods to ensure that you spend the majority of the time in recreational pursuits. I am sure that your wife/husband will remind you of this requirement anyway…
11. Take time off when you need to. You wouldn’t work for yourself if it didn’t provide some perks, would you? One of the perks is the ability to be flexible with your schedule. If you need to take time off, then do it. If you need to work at 2am on Sunday morning, then do it. Again, it’s important that you are disciplined and catch up on work in your ‘own time’ if necessary. And you also need to be disciplined to ensure that you don’t work 24 hours a day – some netpreneurs are so caught up in their little enterprises that their work becomes all-pervasive and this can be very dangerous for home life. Of course, some netpreneurs only need to work a couple of hours a day…I’m still striving to achieve that.
12. Claim your home office expenses. Make sure that you speak to your accountant about claiming your home office expenses in your tax return(s). If you run a business from home, then there are a host of expenses that are deductible: electricity, gas, water, heating, cleaning bills, telephone, fax, ISP, office furniture, computer costs, electrical equipment used in the office, etc.
Tags: business enterprise centres, email, facebook, holidays, networking, ning, skype, social networking, tax deductions, tax returns, twitter, work from home
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Many content websites today carry social networking / bookmarking buttons that permit the reader to ‘bookmark’ and share a web page with friends via popular social networking and tagging sites – including Facebook, Digg, del.icio.us and MySpace.
Being bookmarked by users has the effect of increasing a web page’s credibility and popularlity in the search engines – each bookmark is a vote of support and the search engines reward bookmarked pages with higher rankings.
Each of the different social networking and tagging sites have their own little submission tools that you can embed in your website code, but a more visually pleasing option is to use a bookmarking tool that consolidates all of these sites into a single button.
The AddThis button (http://www.addthis.com) is a free bookmarking tool that provides bookmark statistics. It can be easily installed by pasting a small piece of HTML code into your website.
You can see what the AddThis button looks like below, as I have recently incorporated it into this website.
Also, be sure to check out an alternative to AddThis: Add To Any – http://www.addtoany.com/
Tags: addthis, addtoany, bookmarking, delicious, digg, facebook, myspace, social networking
Posted in Action List for the Netpreneur | 1 Comment »

Heard of Twitter? It’s one of those new-fangled social networking websites that are all the rage with the younger generations (and the not-so-young generations, it seems). It’s a website that allows you to keep your friends posted about what you’re up to – at any time of the day via the web or via your mobile phone. But it can also be used for business purposes too. Try it out at http://www.twitter.com.
Twitter has been around for some time, but it seems like it is only now gaining credence with social networkers. Apparently between 5,000 and 10,000 new people join Twitter every single day and total users are around 5 million. It is fast becoming the medium of choice to spread information quickly.
Twitter is different to both Facebook and MySpace in that it is purely a ‘micro-blogging’ service. Twitter users send ‘tweets’ – short textual messages that can be no longer than 140 characters – to their ‘followers’. When you follow other people on Twitter, you see their tweets. When they follow you, they see your tweets. Tweets can be dispatched via a web browser or from a mobile device. Tweets can constitute anything that can fit within 140 characters of text – links, messages, polls, quotes, anything.
Just like SMS text messages (who would have thought that they would be so popular?), the power of Twitter resides in the 140 character limitation – in a time-short world, Twitter posts are easily constructed and consumed, whilst longer messages and articles (like this one?) via other channels are quickly cast aside.
So how does the netpreneur use this tool? The netpreneur can build up a following via Twitter and then syndicate news, links, blog posts, surveys and other messages via tweets. It’s a great way of creating a buzz around your brand. Twitter is also a great tool for linking with experts and specialists in your field – the level of access and ability to make contact with people is really quite remarkable.
You can check out how some CEOs are using Twitter here: http://images.businessweek.com/ss/08/09/0908_microblogceo/1.htm
If you have established a brand around your name, then you can use a Twitter ‘widget’ on your website to let people know what you’re doing at any one time. If you do go down this path, it’s important that you update your Twitter status regularly so that the content on your website is constantly fresh. To make it easy for you, you can ‘twitter’ by sending an SMS on your mobile phone and your status will update automatically on your website!
It takes only a couple of minutes to put a Twitter ‘widget’ on your website – here’s how:
- Open a Twitter account at http://www.twitter.com
- Visit http://twitter.com/badges and select the ‘Other’ choice at the bottom.
- Select your preferred widget (I use the HTML/Javascript option, as this affords you flexibility with the styling) and paste the code into your website where you would like the widget to appear.
There are also a number of third party Twitter widgets that you can access by searching Google.
Happy twittering.
Tags: social networking, twitter
Posted in Action List for the Netpreneur | No Comments »
I have begun using the Twhirl desktop client, which provides Twitter updates on your computer desktop, as well as an interface for sending tweets.
http://www.twhirl.org/
Tags: social networking, twitter
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Popular professional networking website LinkedIn now provides a tool for adding your company details to the site. The tool is currently in beta.
There may be some search engine optimisation benefits by listing your company details on LinkedIn, as your website URL is listed on the company details page.
To add your company, use the following link:
Tags: linkedin, social networking
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If you’re seeking to land partnerships with other online businesses, whether it’s something as simple as a link exchange or a more in-depth involvement, it can be quite a challenge to get noticed in an overloaded inbox, let alone get a reply.
Here’s a few tips that will help increase positive responses to your initial approach.
Targeting
Don’t waste your time and that of the recipient by pursuing partnerships with sites that have no relation to your own products and services. While a site about cooking could be a good match for site site about herbs, a site selling meat products would be a very poor match with a vegetarian site. Before you start your canvassing, give some thought to what other products and services your customers would purchase that are somewhat related to your own.
Phone vs. email canvassing
In my opinion, initial canvassing should be done via email. With people working in all different sorts of time zones and most of us extraordinarily busy, email is a more considerate and polite approach. Once the potential partner has responded positively, then phone meetings can be organized if need be.
Credibility
Don’t use a free email address or your own ISP address to make an initial approach from – use an email address from the domain of your site – it’s just a little more professional and helps to avoid your email being mistaken as spam. Just on that point, ensure your site is up to scratch, because your target will more than likely visit that before responding. If they don’t like what they see, it’s unlikely you’ll get a follow up.
What’s in it for me
Focus on the WIIFM factor (What’s In It For Me) in relation to the partner and how they will benefit from an arrangement with you – but don’t overhype the benefits as you’ll likely be dealing with someone experienced in the online world. Keep things positive, but keep it real.
Previous partnership successes
Partnerships create work and most people don’t want to take on extra work if there’s not a good possibility of returns on their efforts. Briefly refer to previous partnership successes that can help make the potential partner more open. For instance, state something like:
“We’ve set up a few similar partnerships with others with excellent results for both parties”
or
“One of our other arrangements has seen the partner increase their sales by X%”
Again, don’t overhype as you may be taken to task and asked to prove your claims.
Canvassing note length
In my experience, the shorter the note, the better. Capture their interest with a bit about you and the meat of the arrangement; but have templates already prepared provide greater detail, so you are able to respond quickly if your target expresses interest.
Don’t be patronizing
Don’t speak down to a potential partner by telling them something they already likely know, presenting it as being earth shattering news. For example, if you’re approaching a blog focused on the topic of search engine optimization, you’re wasting your digital breath and their time trying to explain the virtues of link exchanges.
Show that you’ve researched
So many partnership canvassing notes are sent in bulk. If you can relate something you’ve seen on the target partner’s site in the opening lines of your canvassing email, you’ll more likely get their attention.
Refer to an article or page and make an associated comment such as:
“I came across your site when looking for potential partners in this area. I thoroughly enjoyed your article on X….”
Personal approaches work better
Try and find out what your target’s name is. As soon as someone is addressed by name, it tends to boost their attention factor by a couple of notches. If it’s not on the site, it doesn’t hurt to send an email to the general contact address:
“Hello,
I’m X from X. I’d like to contact your Business Development Manager or equivalent regarding a partnership proposal I wish to submit. Could you please provide me the appropriate person’s contact details.
Thanks in advance for your assistance!
Regards,
You”
Follow up your approaches
Webmasters and site owners tend to be busy people, so don’t be too discouraged by a lack of reply. Follow up in a week or so and keep following up weekly (but no sooner), until such time you get a negative or positive response.
Always remain polite and mention the original email by either including it in the follow up, or paraphrasing it. If your first approach has been personal and you simply don’t have the time for these sorts of follow up, consquent contacts can be made en masse using list software.
I’ve experienced quite a few instances where I’ve approached a site owner time and time again with no response, then received a positive response; so polite persistence certainly does pay off.
Canvassing subject lines
Something I’ve found quite successful in grabbing attention is the following wording in a subject line:
re: (company name) partner inquiry
The “re:” infers a possible previous communication; one that the partner had responded to – this can help prompt someone to open an email as they think it may be an ongoing conversation. Including the target company name helps with recognition and the “partnership inquiry” sums up the contents of the email.
Most importantly, once you have your foot in the door with a potential partner, it’s important to keep the flow of communications going; otherwise it’s very possible the person will get distracted and you’ll be back to square one.
Good luck in your partner canvassing!
Tags: joint ventures, networking, partnerships, social networking
Posted in Michael Bloch Articles | No Comments »
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