Posted by randfish

In this week's Whiteboard Friday, we go underneath the surface and bring to light some hidden factors in online marketing. These often overlooked details can have a huge impact in helping us accomplish our goals as online marketers. Please enjoy and don't forget to leave your comments below.

Please note that we shot this week's Whiteboard Friday on a brand new video camera and we still need to work out a few kinks. I apologize for the slight purple tint on the Whiteboard.

Video Transcription

Howdy, SEOmoz fans. Welcome to another edition of Whiteboard Friday. This week I want to talk about the goals that we try to get people to accomplish on the Web, the things that we're trying to accomplish as online marketers, and what we're trying to optimize for, things like: click-through rate from search results; getting people to subscribe to RSS and e-mail; getting them to click links that are posted on social networks; getting them to share things on social networks, on blogs, on websites of all kinds; getting them to convert from browsing to buying; completing a free trial or downloading a white paper and giving you their information; staying a customer of a subscription product. These goals that we have are traditionally done through optimization tactics that we've talked about many, many times here. But there are hidden factors. There are things that hide beneath the surface that impact and affect all of these, all of the success rates and the conversion rates and the goal rates that you have. They can be so subtle sometimes and so hidden beneath the surface that we don't even realize what's going on. That's what I want to talk about today.

So in terms of impacting all of these items, there's traditional stuff that we know, we talk about. So things like, oh, and the click-through rate for the search results, I know that position matters. I know that getting a rich snippet matters. If I can have little stars next to mine; if I can have a picture, a photo, or a video, that usually increases click-through rate. I know that if I'm in special kinds of results, that can either increase or decrease my results. I know if I've got a listing and an indented listing below, that can help me. I know that with subscriptions to RSS and e-mail, I can test different buttons, different versions of the entry form; different calls to action. On links that I click, I can test different titles. All this kind of stuff, there are those traditional testing kinds of things, right?

So in that traditional CRO, that's been covered a ton of times. We don't need to cover this because you often know a lot of the things that are in there. You can find them. They're well-documented. The subtle stuff, the weird stuff is oftentimes around just two questions.

Number one: Does the product or service or thing that you want me to do meet my needs? It could be as simple as: Do I think when I click on this result in the search engine that it will answer the question that I originally asked? But there are so many subtleties that are involved in that, that we never think about, that doing traditional kinds of CRO testing and optimization, we'll never get there.

The second question is: Do I trust and like the brand and/or people behind the brand? This goes to fundamental marketing and branding awareness, and it is so pervasive in all the things that we do, whether it's in web marketing or in offline marketing, and yet oftentimes ignored by marketers like us, who operate in the inbound world of SEO and social media and content marketing and these kinds of things, because we're so analytics driven, that we see a lower click-through rate than we want, a lower conversion rate than we want, a lower subscription rate, a lower sharing rate than we want, and we think, hey, let's test these traditional types of CRO things. Sometimes the problem or the optimization tactics are at a much deeper level.

Let's start with the product/service meeting the needs. There's a bunch of things that go in here. Uptime and reliability is one of the biggest ones. So essentially, if I click a website and it is not speedy, delivering the things that I need, and consistent, I'm going to learn not to trust it, and I'm going to be less likely to click it. This is why you see things like speed being a factor, webpage load speed in Google's rankings, granted a very small factor, but certainly a much bigger factor when you're talking about, "Hey, I'm going to click this, and boy, it's going to take a long time."

I'll give you a good example. I personally think that a lot of the writing at Forbes is pretty darn good. Same with The Wall Street Journal, same with Bloomberg online. But they almost all have interstitial ads and very, very slow page load times. At least in my experience in the past, those websites have done that for me. Almost always have the interstitial, almost always takes a while to load, and then I have to wait through the interstitial. I hate it.

So if I see something else in the search results, a site in social media, I'm going to be less apt to share it. I'm going to be less apt to click on it. I've learned through the conditioning that those brands have given me that the uptime, reliability speed issues are problems.

Same thing with pricing. So I think Radian6 is an absolutely phenomenal product. I've heard great things about it, met the CEO, know some people there. Terrific product. Way too expensive! No way that I can justify affording it. Right now, I'm using Google Alerts and some combination of Google searches that I do every day, some other brand monitoring stuff that SEOmoz is working on in beta, the Blogscape Project, which of course I get kind of alpha access to.

Pricing is wrapped in there by necessity. When you worry, "Hey, wait a minute. I'm attracting all these visitors. They're not converting or they're not taking this action." They may have heard, or they may know, or they may have seen that your pricing simply doesn't match their market, or they have fears around that. That's why I'm such a big fan of transparency here, because I think that you will weed out and save your salespeople time, and save your customer service people time, and save your website bandwidth, if you're transparent about this most of the time.

Features and perceived features. Features is: Do you do the thing that I want you to do? When I'm talking about features, I could mean in software. I could mean in a product, like I'm buying a digital camera, I'm buying a car, I'm buying a whiteboard pen, I'm buying a subscription to a software service. I'm looking purely for information. The features are: Do you do the things that I want you do to? Oftentimes, that comes through brand perception as well.

So I know that a lot of the times when I visit an eHow type of website, that it doesn't have the features that I want, which is a reliable source that I know I can trust. Wikipedia's the same way. I only semi-trust Wikipedia, and I trust it on some topics and not others, and I always want to back it up with something else from some reliable source where I know the person there or I know the brand there, because Wikipedia could be edited by anybody, and I don't necessarily know who's behind it.

So those types of brands, and this is even true sometimes at About.com, where the writers in some categories are phenomenal. Southern food, I think is terrific. Some of the digital marketing ones are good. Some of them are mediocre. It's a trust factor around the features and the perception of features. Perception of features is often very different from actual features.

We find, for example, when we survey customers of SEOmoz that they have no idea that we actually will help track their Facebook pages, Insights data over time, and their Twitter data over time. Many people don't even know that Open Site Explorer and SEOmoz are offered in the same subscription. So this is clearly a problem that we have had on perception of features, not even on actual features.

Presentation. The way and the style in which the features and the information and the pricing and reliability and the uptime, all of that is presented is another big one. The thing about presentation is that it's a layer that impacts everything else, not just up here, but down here as well. It's often done terribly, terribly wrong on the Web.

Because it ties so much to the, "Do I like and trust these people," let's talk about those. This question, when you ask the question, "Do I like and trust the brand, and the people behind the brand," that goes to a bunch of inputs that are very, very far removed, all so far removed from traditional CRO stuff. That's things like design and UX, which we talk about many times here on Whiteboard Friday and on the site. Higher quality, more professional, more consistent with what your audience is looking for, just does a fantastically better job than, "Oh yeah, we bought some stock photography of some people in an office working, and don't they look attractive, don't they have perfect skin? And now, you know, that's our homepage, and then there's Services, and Contact, and About. Great, we have a professional website!" No, you don't. No, no, you don't!

Design UX isn't just about that. There are other inputs like domain name and brand name. One of the biggest reasons that I'm often against exact- match domains is because it is so tremendously hard to build up any sort of branding. If you name industries, you will very, very rarely hear that the generic, exact-match domain for what we call that industry is a market leader, a brand leader, and because of that and also because, to be totally fair, a lot of people in the domaining sphere and the affiliate marketing and SEO sphere noticed the power that these had in Google and abused them tremendously. So now consumers have an association, particularly savvy consumers have an association, a brand association with exact-match domains. That is, "Oh, that's probably a low-quality site. That's probably not the real brand. I don't know if I can trust it if I click on that," versus actual brand names.

I'll give you some very good examples. In the world of office supplies I've heard of Staples, right? I've heard of OfficeMax. I've heard of Office Depot. But if it's OfficeSupplies.net, I'm sure someone owns that domain. It could even be someone awesome. Maybe it's a great site, but if I see it in the search results, I'm going to be mighty suspicious. That suspicion just naturally creeps in. That's why domain name and brand name are so tied together in the perception of trust and can substantially impact things like click-through rate and conversion rate and subscription rate, etc.

Accessibility of contact information. It's funny, I was just on an e-mail thread yesterday night, and some folks in the SEO sphere said, hey, have you ever heard of this particular – it was an enterprise SEO software provider. I went, "No, I haven't heard of them. This is the first time. Let me go check out their site." I see they try and say a few futures, but there's literally nothing, no one mentioned on the site; no people who are using it, no people who are associated with the brand. The contact information is "Fill out a contact form" or "Here's our office." I think it was somewhere in the United States; I can't remember exactly where. But other than a mailing address and a phone number, there was no human being listed, which made me very suspicious, because why would you not show off the team? Like, here's the exec team behind it. Here are our engineers. That kind of transparency is natural in the software world. Something's weird if it doesn't exist there.

Being able to find that information – a phone number, e-mail, contact forms, here's our Twitter and our Facebook, and these kinds of things – you just expect those from web companies. When they don't exist, you become highly suspicious.

The authenticity of the content. One of my favorite examples is there's a brand that's been doing a ton of fantastic infographics. I think it's MBAonline or MBAeducation.com, one of the online education providers with a very generic name. They really do great infographics. They sponsor some awesome stuff. Sometimes they'll get featured on a Mashable or even a TechCrunch, or something like that. Tremendous work, excellent work getting that brand out there.

But I always look at them and think this doesn't have a relationship with what the services that you're trying to sell, which is you're an affiliate for a bunch of online education providers, which can be a little bit of a nasty, sort of spammy, aggressive field. The challenge here is, hey, yes, you've got the infographic, you've got the link. But when you're trying to tie back into consumers and earn their business, those of us who are savvy and sophisticated, we sort of get a funny feeling, like something doesn't match up. The content is not authentic to the brand. Why is it being produced?

I think a great example of this is OkTrends, which is OkCupid's blog. They essentially have dating content that matches up with what people are looking for from their site. So, here's how to optimize your dating profile, and by the way, we're a dating website. Great, makes perfect sense.

Hey, here's an infographic about the rise of Twitter or Twitter click- through rates or something – and by the way, we're an MBA online education provider. Why is that? It seems like it's just for the links and attention and awareness and has nothing to do with the actual brand. Highly suspicious, particularly in spheres that are very aggressive.

Industry reputation, word of mouth. I'll give you another example. So, there was another provider that was mentioned on this string in the SEO enterprise space. No, I'm sorry. It was another enterprise software provider, but not in SEO. There were some comments of, "Oh, hey, should we use this? Should we use this other one?" Someone remarked on an e-mail thread, "You know, the CEO of this particular company has treated women employees very badly."

You would never find that on the Web, right? That's not information that you're going to see. If you start searching for reviews, you won't find it on their website. It's something that's word-of-mouth only, but it's made its way to enough influencers that now that is an influential thing in the perception of, "Do I like the brand and the people?" Very frankly, I trust this source, and I know the source knows the CEO there, and I don't. I'm probably not going to buy from this particular enterprise software provider, even if they meet my needs up here. This is the type of stuff that influences conversion rate, that is so subtle and so hidden, that you're never going to realize it from a traditional CRO-type of perspective. And yet, it pays huge dividends to go and investigate this stuff and understand that perception.

The final one that I'll mention here is familiarity with the brand and social proof of the brand. A great example here, go to SurveyMonkey's website. If you're not logged in, the homepage is a woman from Facebook, her picture, she's a statistical analyst there, and she's giving an endorsement to SurveyMonkey. Now, Facebook is a phenomenal brand; they're very well-known. Their business practices are respected. People know that they're a great data-driven company, and so the fact that they trust SurveyMonkey strongly suggests SurveyMonkey must be a great provider. So, they've created that social proof, and they're using a brand that you're familiar with.

When you combine those things, it's absolutely excellent and incredibly powerful. When I go to websites and I see a lot of social proof from either people that are anonymous or people that provide only their fist name or people that I don't know, it's less powerful. When I have seen a brand, six, seven, eight times on the Web, at a conference, in various types of ways – I've heard from someone over e-mail, I know someone who's used them, I've had an experience with someone from that company – those types of things strongly influence these. Building up all of this builds up your conversion rates and builds up all of these metrics that you think about as an online marketer, and yet, we often have so little control or so little even ability to judge and record these things.

What I want to suggest is that, to those of you who are doing web marketing, when you're thinking about these metrics, remember that these are all inputs. Don't necessarily use them as excuses, but make sure that you're taking some action on them. Make sure that you're finding ways to measure them. Make sure that these aren't the reasons why your rates over here are low, rather than the stuff that you focus on, because it can be incredibly frustrating to find that, hey, the reason that we're not making good sales is because no one is familiar with our brand, and we don't have the right social proof, rather than, oh, it's because I didn't write the title tags correctly, and I don't have a compelling description for the content, and the page isn't optimized well. It doesn't have a good flow and conversion process and funnel. Sometimes these two things are mixed up together, and I worry about those hidden factors.

So, I hope you've enjoyed this edition of Whiteboard Friday, and I hope we'll see you again next week. Take care.

Video transcription by Speechpad.com

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If you're reading this blog, congratulations! You are a customer of SEOmoz. I've probably personally spoken to at least a few of you, and provided help and support to many more of you. Have you ever wondered how SEOmoz supports 15,000 PRO members and over 250,000 free members and blog readers? After all, Roger can't personally answer every email we receive here. He's not Santa Claus! Instead, the six mozzers that make up the Help Team answer all of the emails, phone calls, and chat requests we get every day. I want to tell you a little bit more about them and give you a look at the way we've built the SEOmoz support channels to meet our overall goal: to provide the best customer service on the planet. It's a hard goal to reach, but I can't think of any more worthwhile endeavor.

The Help Teamsters

Crissy Hall

Crissy is old school! She came to SEOmoz in the spring of 2010. Back then, the Help Team was just Sarah Bird (our COO) and Crissy, and I joined soon after. She loves the fact that she’s been able to watch our team and SEOmoz grow since she started. Things are always changing with our site and tools, and as she says, it keeps us on our toes! Her favorite part of working at SEOmoz is the balance between fun and productivity that makes our team and company such an amazing place to work. Crissy spends her time helping users with their tool and billing questions, planning kick-ass Help Team outings (we made terrariums together last month), and helping the Marketing & Ops teams keep track of our weekly membership reporting.

When she’s not in the office, Crissy likes to take her son Sam on adventures around Seattle. She likes to sew up a storm, particularly to make clothes for her toddler (instant gratification, according to her). In the "warmer" Seattle months she rides her bicycle, named "Tom Selleck," to work and back.

Megan Singley

Megan's been a help teamster for a little over a year now and loves connecting with our users. With several years of experience in customer service, she really strives to make every interaction with SEOmoz users a positive one. Besides responding to emails, calls, and chats, Megan plans and organizes our weekly software demos and investigates billing issues to keep any possible fraudsters at bay. She's also been known to do some writing, whether it be on the SEOmoz blog or in product messages throughout the site.

When not at the MozPlex, Megan likes to watch The Daily Show and Battlestar Galactica with her cat, Lily, and her awesomely-cool-fun-amazing neighbor across the hall, me! (Those are her words of course.) She also enjoys reading anything she can get her hands on (lately, it's been The Hunger Games series) and even started a library for the office. On weekends, she hangs out with friends (including lots of fellow Mozzers), goes dancing to anything from funk & soul to 90's hip hop, and cooks as much as possible.

Kenny Martin

Kenny joined up last year and is one of our few Washington natives! He grew up in a small, sleepy Northwestern town, thus is afraid of the sun. He compensates for a lack of natural energy sources by drinking copious amounts of black coffee. Kenny spends most of his time pursuing the TAGFEE dream by diagnosing tough technical issues, getting his hands dirty with a little web design, and filming each week's Whiteboard Friday.

He never wanders off too far away from his MacBook and for this reason alone his girlfriend mistakenly thinks he loves it more than her. It's probably because most of his spare time is spent designing websites or leaning about some fantastic new technology on the internet. He also loves the Daily Show, puppies, pizza, and tacos.

Nick Sayers

Nick joined our team in September last year and got up to speed lickety-split! Like the rest of our team mates, he answers customer emails, phone calls, and live chat questions. Nick has also spear-headed our new help documentation project that gives customers the resources learn anything about SEOmoz's tool set. This effort makes our company more scalable by answering customers' questions before they call, write, or chat with us, which gives them more instant gratification, as well. Needless to say, he spends a lot of his time creating screencasts and typing up FAQs. Nick has a passion for educating and helping others, so is constantly looking for new resources to show SEOmoz's customers.

Nick enjoys film, video games, reading, and cooking. He is an avid reader of anything from Eastern Philosophy to some of the nerdiest sci-fi/fantasy novels ever written. When not at work, Nick is usually spending time with his wife and partner in crime, Becky. On most nights, they cook new recipes together, play an unhealthy amount of Left 4 Dead 2 or Skyrim, and watch movies. On the weekends, Nick and Becky explore Washington and go to retro theaters. Nick is also involved in independent film-making and has produced, written, and directed a feature film and many shorts. On the sci-fi geek front, Nick has a huge collection of memorabilia from the Alien(s) films. He also has a cat named Ash after Bruce Campbell's character in the Evil Dead series. Of course, this means Nick calls her Evil Ash when she is bad.

Chiaryn Miranda

Chiaryn is the newest addition to the team, having been here for about two months. Don't let that fool you though: she's caught up real quick-like! She's been doing customer service for a long time and is working on learning new things about SEO every day. What better place to learn, eh?

When she's not in the office, she likes to make art and take photographs. She's been working on a sketchbook that will be going on a national tour. She also likes to take trips around the beautiful Seattle waterfront with her camera. When she can, she tries to take candid portraits. Check out some of her artwork on her Art House Co-Op page. She's also an avid movie fan, with a particular love of horror movies, and reads as much as possible. In her words, she'll gobble up pretty much any nonfiction book you put in front of her. That's why we call her Turkey Miranda! Just kidding – that's not why we call her that.

Aaron Wheeler

If you've made it this far, you've probably figured out that this is me! I started at SEOmoz in the summer of 2010 and am loving every minute of being here. A couple months ago I became the manager of the Help Team, which means I do what I can to support the lovely members of our team, and provide our customers with the best service on the planet. It's a tough goal – we have very discerning customers – but a goal I think we can eventually fulfill. Some background: I studied sociology and cognitive science at UC San Diego, but starting doing SEO after graduating. Turns out that ranking for attorneys in San Diego is tough work! I left San Diego early 2010 for Seattle, and eventually found my way at SEOmoz.

Besides working at a place I love, I enjoy reading (currently Steve Jobs), watching great shows (currently my third run of Deadwood), and seeing my favorite bands in Seattle's historical music venues (this month: Junip, Nada Surf, and The Asteroids Galaxy Tour). I also enjoy trying out vegan recipes with my girlfriend, Holly Haymaker, who has the coolest name in the world and a whimsical interactive e-cards site, to boot!

What Do We Do?

You know how, sometimes, you have a question about our site and tools? Or about your account or payment? We're the people you call, email, live chat, and post to our help forums for. Unlike huge companies with call centers and many tiers of support and different people doing phones and chats, though, everyone on our team does everything. It's a great way to keep everyone fully informed about site issues and keep our support fresh and agile. That's not all we do, though! Let me show you all of the ways we keep our customers happy:

Email: Using a Robust Ticketing System

When you send an email to help@seomoz.org, it gets forwarded to our ticketing system. We use ZenDesk, the same help desk software used by companies like Groupon and Box.com. ZenDesk allows us to manage customer emails, assign them to specific people, and easily share them with engineering and product so we can get answers to questions quickly! This is important because we receive over 2,000 emails a month: way too many to respond to from a single email address effectively.

How Does It Work?

When we receive an email, the sender gets an email back with a ticket number. As you see, it gets added to our queue of tickets to reply to. We try to answer 80% of tickets within 8 hours, but if it's a situation where someone has a billing problem or can't access their account (lost password, etc.), we try to answer even faster than that. Our goal is for each member of the Help Team to answer 20 tickets per day. If we don't have the knowledge to answer a question, we'll send the ticket to our engineers and product managers to get an answer. If it's a bug, we let the customer know and open a bug fix with our Triage team. They assign the bug to an engineer, who fixes it and lets them know. Triage sends it back to us when it's fixed, and we email the customer and close the ticket.

When we close a ticket, we send a one-question survey through SurveyMonkey asking how happy we made a customer with our customer service. We try to make 90% of our customers happy, and 30% of our customers delighted. Sometimes, though, we fail to satisfy a customer. When this happens, we ask for the customer's email address and ticket number so we can get in touch and make it right. I've found that when a customer has had a bad experience, reaching out to them to make it right almost always turns the situation around.

Phones: Not a Phone Bank

We get a relatively small amount of calls at SEOmoz: about 100 to 150 a week. Makes sense, as most SEOs do their research online. =) We don't have a sales team and don't do phone marketing, so the only employees that really have phones here are in Operations or the Help Team. We get a lot of calls from potential customers asking about what we do, though we do get a few from PRO members, too. Here's a chart with our phone stats for last week:

How Does it Work?

When a person calls in to SEOmoz, they usually start out talking to Hillari, our fantastic office manager. She makes sure they're not a spambot and, when they're a lovely customer, transfers them to the Help Team pool. The first available person picks it up and starts helping! Pretty straightforward process, as you telephone users know. After the call is over, we try to create a ticket and follow up with the customer to make sure they had all their questions answered. If it's an SEO question, we refer them to the Q&A or to our list of recommended SEO consultants.

Live Chat: What You Need, When You Need It

When potential customers are browsing our software sales pages, they often have questions they want answered now. Same thing goes for existing customers with questions about a payment or their account status: these are the kinds of questions people want to know the answers to quickly. Live Chat comes to the rescue! Instead of requiring a customer to call or send in an email, we usually keep someone logged into Live Chat throughout the day so customers can get help immediately. This leads to happier customers and cuts down on our ticket and phone levels. We use the awesome chat widget SnapEngage, and installed it to a few choice pages.

How Does it Work?

Kenny coordinated with SnapEngage to create a custom view of the widget. When you click "Chat Now," it pops up a dialog box that displays three FAQs, and has a field for the email address of the customer and the question they have. When they've typed those in, all they have to do is click "Message" to open a ticket, or "Live Chat" to start talking! Interesting point: we didn't always have those three FAQs. Adding them reduced chats about these topics about 90%. Yay for preemptive answers!

After we finish chatting with a customer, the chat transcript is automatically added to ZenDesk as a ticket, where we can save it for future review and for long-term tracking. We can also follow up with a customer there. If we're offline, or if a customer chooses the "Message" option instead of the "Live Chat" option, it creates a ticket from the get-go instead.

We can also track the types of computers and browsers people are using when they chat with us, which helps us diagnose the issue faster and get an idea of what our average customer needing immediate support looks like. The chart to the left is a look at last month's chatters.

Forums & Documentation: Help More People More Quickly

We maintain both our customer service and API forums through the SEOmoz help desk. We've also started adding all of our tool documentation, videos, and walkthroughs here to make them all available in the same place. This makes our Help Desk a one-stop shop for looking at frequently asked questions, checking out known issues with the site or tools, and just generally getting more knowledgeable about how to use a PRO subscription to its fullest. It's also where we ask customers to submit feature requests.

How Does it Work?

When a customer has a question, they can go to our Help Desk and do a search for the answer, or browse existing questions and documentation. Many of the forums are straight-up questions and answers, but a lot of them are longer-form pages that are part of our documentation project. We want to document the bejewels out of our tools! Yes, there will always be questions from customers, but the more information you can put in their hands early on, the more happy they'll be, and the more scalable our service becomes.

One cool feature: the Feature Request Forum has a voting system so customers can vote on the features they want to see most. Our product team reviews this feedback to get an idea of what to prioritize and what to put further down the roadmap. It's a great way to get customers more involved in SEOmoz's future!

This, That & The Other: Events, Office Tours, Webinars, Demos, Cookies…

We do a bunch of other stuff to help our customers, and it's hard to get it all down in words! We give weekly software demos to help new customers get the most out of PRO,

represent at MozCations,

give tours of the MozPlex and help out at MozCon,

and bake plenty of cookies (you gotta help your fellow mozzers out, too!):

All in all, it's a wonderful life. SEOmoz has the best customers around, and there's no other place I'd rather be. I'd love to share more with you and hear your stories about great customer service, as well as get feedback on what you'd love to see more of in the customer service biznez. Please feel free to write me in the comments, shoot me an email, or tweet me at @aaron_wheeler. See you around the site!

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Posted by randfish

Having content that goes viral can seem like the luck of the draw, but there are a number of steps you can take to improve your odds. In this week's Whiteboard Friday, we will show you a few things you can do to increase your chances of having that well crafted content spread through the internet like a wildfire. Thanks for watching and don't forget to leave your comments below.

Video Transcription

Howdy SEOmoz fans. Welcome to another edition of Whiteboard Friday. This week we're talking about how to give your content a better chance of going viral, and from virality, what I really mean here is not just getting links, which are obviously very helpful from an SEO perspective, but getting social shares, getting mentions on other blogs, getting talked about, getting emailed around. The virality of content determines how successful that content is going to be in the broader Web, in the scheme of all things that are inbound, not just SEO, not just social, not just community stuff, but overall. There are a few things that you can do that will significantly help your efforts to earn that content virality. So let's talk about a few of them.

Number one, the right format or the right UI or UX, user experience. What I'm talking about here is a lot of people think that they can take the same way that they produce content normally, keep on doing that, and sometimes that works, especially if you have a very, very clean site, maybe it's in a blog format and it's got nice width. It's not too hampered by advertising and surrounded by that kind of stuff. But oftentimes you will see that content can perform better when it's in a separate type of format. So let's say you've got a traditional page layout that has content section here but a big header up here and a top ad and a bottom ad and a bunch of sidebar stuff. And maybe you think, "You know what? I'm actually going to clean that up to something that has branding but minimal branding, got a great headline, got the content right in there, and that's the focus of the page." So the users who come to it can easily, above the fold, find the content that they're looking for, that there's compelling visuals.

These visuals are particularly important because both Google+ and Facebook, if you do any sharing on either of those platforms, remember that they'll automatically insert an image from the post, and oftentimes the user can select which image. If you've got a couple compelling images that look great when scaled down, that look great when you're going to share them on Facebook or on Google+ or that somebody else who is going to copy those images and put them on their site, oh man, much, much more successful.

Even if you have literally just a piece of writing, if you can have some sort of a visual element that is compelling, that's interesting, that draws in the reader, that's relevant, you're going to do much, much better. Flickr Creative Commons is great for this. Drawing your own stuff is great for this. Charts and graphs are great for this. Even licensing out someone to do a tiny amount of work for a few hundred dollars around building a visual for you, taking some of the data or some of the insight that you've learned that you're putting into that content can be really helpful to help it go more viral.

Then doing things like, you know, you've got to have the design look and feel professional. It has to be modern and updated. Clean is very, very good for getting that sharing principle. You can see this happen all the time with content that's shared on major media websites, where it's the print friendly version that gets emailed around, that makes its way around Twitter and around Google+ and Facebook and goes on LinkedIn. It's almost always the one that people will link to in a Reddit or a Hacker News or on Stumble Upon. Print friendly versions, just make that the default for content that you want to have virality.

Then finally I'd also be looking at the title friendliness itself, and the URL actually matters a lot now too. So if you've got a pre-existing CMS, when you go to bit.ly or you to goo.gl or whatever your URL shortener is, you might want to try something like this, getting the customized one. So for example, you'll see that when I have content that I like to share a lot, I might say for example, "Oh, let's make this content say inbound startups, and that'll be my slide share presentation." So now you don't have to remember some long URL. It's just bit.ly/inboundstartups, and that will take you right to my presentation here, that URL functions. Customizing this portion of the shared URL can be very helpful if you can't control it. If you can though, go with something easy, simple, short, not too many parameters in there. This will also help you. I might even, for some things, recommend dropping the slash articles or the slash blog and going just with /catchy-subject, whatever that subject line is. You 're going to shrink down the title so that it's easily understandable so if somebody ever sees that URL or hovers on it, they think, "Oh, that sounds interesting. I should click that link. That might be cool."

Number two, great, fantastic way to make sure that your content is going to at least perform decently on the Web is to get buy-in from your influencers, the influencers in a community, before, not after, not during, but before you ever publish it. So I'll give you a great example. I got an email last Friday from a guy in the search world and he said, "Hey Rand, my company, we produce this big report. We've got this cool infographic, lots of interesting data about stuff that's happening in the world. Would you take a look at this? Tell me what you think. Do you think your community would like it?" And I wrote back and said, "Yeah, I really love this. I think it's excellent. I don't even have any changes. I think this is going to do great, and I'd be happy to share it." This person didn't specifically ask me for a share and I think that's why. What they asked me for was feedback.

That feedback, coming from people who have a powerful forum, 6,000 RSS readers, 500 people following them on Google+, you can find these people. You probably already know about them in your niche or your sphere, who they are, the key bloggers, the key Twitter accounts, the key Google+ accounts, the key people on LinkedIn, the people who run popular websites, the influencers. Then you can essentially draw them back to whatever it is that's your content in here, and they will be much more likely to share if you ping them about it beforehand. They'll also give you feedback like, "I don't really think this is going to play well," or "If you did this, it'd be very interesting, but I don't see what you've done as particularly unique or valuable. I probably wouldn't share it." Or no response at all. If you get lots of those, you know that you're not hitting it out of the park with this content. You're going to have to do something else, try something else. That's great to know before you hit that publish button.

There's a bunch of things you can get from them. So if you're thinking, boy, I just can't get these people to share what I'm producing. I don't know what I can do, get them involved in the actual content itself. So rather than you writing an opinion blog post saying I like this particular thing and that particular thing, you can instead go and gather. Hey, can I solicit your review and opinion on a subject, and then I'm going to gather that from several experts and publish that. I'm going to run a survey of you and 20 other people who are influencers in the field about particular things, about some data from your sites, your projects, your experiences, your businesses, whatever it is, or your opinions on this matter. I'm going to interview you or do some lessons learned stuff. I shared a great link last week that was a bunch of video interviews of entrepreneurs, and this type of stuff performs tremendously well because all of those people who are involved in the project, from an interviewee perspective, they are all going to share it after it's produced because you write back to them and you say, "Hey, the interview is now live. The data is now live. The review is now live."

You can request input from their communities. For example, when SEOmoz does the SEO Industry Survey every two years, we always ask, hey, would you share this with your community so that we can get the input of people who read Search Engine Land or Search Engine Watch or SEO Book or Search Engine Journal, a variety of these places. HubSpot, etc.

If you can't directly reach out, you can always mention these people. So if you, for example, gather things that they've tweeted, said on their own blogs, you're getting quotes from them, you're getting data they've shared, you're using numbers from them, anything like that, you can say, "Oh, by the way, we mentioned you or we're going to be mentioning you in an upcoming piece, would you like to take a look at it and review and let us know if it's appropriate or okay, if this is accurate?" That process of interacting in an authentic way, both to confirm that you do have accurate data and that you're doing the right thing with them, gives them a buy-in to, "Oh, I'm going to go check out this article. Huh, this is interesting. Yeah, this looks great, thanks very much." Or, "Oh I have this little bit of feedback for you." Then when you publish, you can say, "Hey, we hit publish. It's now live. Thanks again for reviewing. If you would share with your community, that'd be great. Here's the shortened link or here's a tweet you could retweet." This kind of stuff works phenomenally well. This process of getting that early buy-in ahead of time is so powerful, and it just makes sure that the content does much better than it normally would.

The third and final thing that I'm going to mention here – topic, timing, and seeding. So this is essentially the process of figuring out what works best in your community, and that's from a topical perspective. Copyblogger has a lot of good posts about how to write a compelling headline and what's going to be popular right now. But I would think about it this way. If it's being mentioned in the news, so for example if I go to, let's say this is Google Insights or Google Trends or the news timeline, and I see mentions it is at the steady state point but has a spike here, this is where I want to be writing about that topic. Or maybe right after, when there's usually that second bump of people having a discussion about it. If you can, you might even want to catch it here, before it goes hot, and then you'll have a chance to appear in things like Google News and you'll have a chance to be mentioned in all the articles that talk about that subject thereafter. This is great for anytime you have a timely or trending type of topic.

You also want to, in addition to all these influencers you talk to, there are likely a few people, these are your buddies, your friends, people you connect with on a regular basis, you're emailing with them, you follow each other on Twitter. Do them a favor. Start sharing some of their content. When they tweet things, retweet them. Build up those relationships. Almost all of you probably have a few of those already. Leverage those. Email them in person and say, "Kenny, I know you've got a small Twitter account. It'd be awesome if you could share this. If you ever need the same favor from me, just ask." Almost always, especially if those are close relationships, personal relationships, you've hung out in a bar before, you've bought each other dinner, you know each other well, you're going to get that. I think that's a great way to leverage the real world social network for online social networks. Obviously, you have to be careful not to abuse this. You want to be sharing stuff that these people would ordinarily want to share and be interested in.

Then finally timing stuff. I can tell you for B2B content, Saturday and Sunday are just straight out. However, the reverse is true for Facebook, where the most sharing and the most time spent on Facebook happens on the weekends. Now, not surprisingly, that's not B2B Facebooking. That's personal Facebooking. So it better be the kind of stuff that's going to play well with your mom and your grandma and your brother and that kind of stuff. B2B, Tuesday through Thursday. Don't do Monday. Don't do Friday. With the exception of, it appears that some of the best content or most successful tweeting happens on Friday morning, sort of Thursday night going into Friday morning. That's when people seem to be tweeting and retweeting a lot of stuff. This is from some research from Dan Zarrella over at HubSpot. You can look into that. The timing of social media, I believe, is his presentation.

So don't necessarily take my word for it. Test, test, test. If you're sharing content and producing content on a regular basis, you will figure out the right times to share, who you can start seeding things with, who's reliable and helps you get that content out there, what topics work well, what sorts of headlines work well for your audience. It's going to be different for everyone. So don't just trust these. But do test and observe and watch your click through rates, using something like a bit.ly, watching your analytics, seeing what works when you share things and how long it takes for them to go and what sources indicate. Sometimes you're going to share with this one guy and he's going to populate it to tons of places. One of my favorite features for this is Google+'s ripples, where you can actually see, it's almost like this. It'll actually show you a timeline of this person shared and then these 13 other people shared and 1 of them produced 10 more shares. That stuff is very powerful, and you can observe it on the regular Web, on the rest of the Web, across platforms if you're carefully watching analytics or your bit.ly click throughs.

So hopefully, using this methodology, you can produce some content that has higher chances, better odds of going viral. I wish you luck. I hope to see lots of great stuff out there on the Web. Take care. We'll see you again next week for another edition of Whiteboard Friday.

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