Adam Fisher
7th November 2018 - 5 mins read
T

o put that quantity in context, according to TrackMaven, over the past five years, the average number of blog posts published per brand per month increased by 800 per cent. 

Everyone wants their written content to engage, entertain and entice their readers, but with this content overload – or ‘content shock’ as I have also seen it called -  it is increasingly hard for your words to stand out.

So how can you ensure your written content gets read?

 

Adopt a conversational style

It might break certain grammatical rules, but adopting a conversational style when writing your content will help your readers feel you are talking directly to them.

When I write, I always try to use the same informal language I would use if I was talking to a friend.

That doesn’t mean I write exactly how I talk, but, to adopt a quote from American novelist Elmore Leonard, I don’t want my writing to sound like writing. Formality is boring.

I avoid long words and unnecessarily complicated language and I place a lot of emphasis on the words ‘you’ and ‘I’ because I want to make it personal. I want to foster familiarity and for you, the reader, to believe the content you are reading has been produced specifically for you and not everyone on our mailing list.

And I ask a lot of questions. Why? Well because conversations are full of questions. The only difference in my writing is that I also (hopefully) provide the answers.

 

Make your writing look appealing

Inserting picture and infographics and including lots of white space into your content will certainly help, but there are other subtle techniques you can deploy to make your written content more appealing.

Readers find huge paragraphs and big blocks of text daunting and ultimately off-putting. If you look at newspapers, and yes I know print circulation figures are in decline, almost every paragraph consists of just one sentence.

Similarly, long sentences can be a big turn-off. If your sentence is longer than 30 words it needs to be split up into smaller sections.

You may have been told at school not to start sentences with ‘and’ or ‘but’.  But now is the time to break those rules because there is nothing wrong with this in the grown-up world of content. And it is a great way of keeping sentences short and snappy. (See what I did there!)

Pull-out quotes, click-to-tweets and sub-headings are also great ways of breaking-up large sections of text.

 

Show you are human

People are interested in stories about other people.

The human touch lights up content and prevents the author sounding distant, detached and boring. It also builds connections with your audience.

I often include experiences from my career and even parts of my home life to illustrate points in my writing and the content which includes these examples and anecdotes is often the best performing.

Why? Because it make the content more relatable and also validates why I should be in a position to offer advice.

Strong personal opinions can add the human element we look for in an increasingly automated world.

At Thirty Seven, we thrive on creating authentic content which is original, credible and packed with human interest. Via: @37agency

 Offer something unique

Type ‘content marketing’ into Google and it returns more than 33 million results.

So your content needs to offer something different to stand-out from the noise.

That doesn’t mean you can’t write about the issues that other people in your sector have already been speaking about. But you need to offer a different perspective, point of view or an interesting twist.

You need to be able to add to the conversation, not repeat it.

Narrowing your subject down will help. I blog a lot on media training issues for our sister company Media First.

That is a broad subject area, so I often break it down into specific areas where it can be easier to add something unique or unusual. For example, I have written blog on how to handle specific types of questions, such as personal ones, and particular types of interviews, such as doorstep interviews.

 

Know your audience

The best way to attract readers is to ensure you know who you are trying to appeal to.

If you don’t know enough about your readers and the questions they are looking for answers to, it is unlikely you are going to be writing on topics that are relevant.

 

Spend time on the headline

The headline is obviously crucial for attracting people to your content. It is the gateway.

But it is a balancing act.

Over promise and you are in danger of creating click-bait which could result in people visiting your website and leaving again almost immediately (this is known as a bounce rate).

Under-sell it and you are not going to attract the number of readers your content deserves.

So how can you get the headline right?

Numbers are a good tool, particularly odd ones, and questions are enticing – just look at how often the Daily Mail uses a question in a headline on its website.

Words like ‘how’, ‘why’, and ‘who’ also have reader appeal. 

And, at the risk of sounding like a broken record, keep it short.

Sites like CoSchedule will analyse your headlines and give tips on how to improve them.

 

Nail the intro

The introduction is a crucial part of any written content - it is the hook to get people to invest time reading the rest of what you have written.

The first thing I would say here is don’t repeat your headline in your introduction. This is something I see quite a lot of and it is incredibly dull and pointless.

It is also a good way of ensuring readers will quickly lose interest.

To entice the reader your introduction needs to show them they are going to read something relevant, timely, unusual or controversial (without offending them).

As with the sentences in the rest of your content, you need to keep your introduction short.

 

Promote, promote, promote

As much as I would like to tell you it is all about the writing, promoting your content properly is vital.

Email marketing, social media, PR, guest blogging and paid promotion are just some of the tactics you can consider to attract more people to your work and ensure your content marketing works.

 

At Thirty Seven, we offer content and design services to ensure your campaigns reach the right audiences at the right times. Our journalist led approach ensures your content is interesting, engaging and informative so you gain brand awareness and engagement whether it is social media content or a whitepaper. 

Marketing

How to respond to negative comments about your content

Adam Fisher 26th June 2018 — 5 mins read
S

ome will be genuine complaints from customers, others may be from rivals and then, of course, there are the dreaded trolls.

I’m no stranger to online criticism, having previously managed social media accounts for public sector organisations.

People have also, on occasion, taken exception to blogs I have written in my current role, including an ITN newsreader who really didn’t take too well to something I wrote for our sister company Media First.

The key is to accept that you will face negativity at some point and focus on how best to respond.

Here’s what I have learned from my own experiences and the different ways some brands deal with negative comments. 


Keep calm

This is advice I constantly have to remind myself about.

Whenever someone criticises something I have put out, and I don’t think it is justified, my first reaction is to quickly put together a stinging instant response.

But then I think back to a training course I went on years ago where we were told not to send work emails when we were angry.

And I think the same applies here, whether you are responding to a blog comment, a Twitter post or any other form of audience interaction.

The reality is that responding emotionally when your blood is still boiling will typically make the situation much worse. And you really don’t want to get involved in some form of ongoing argument in a public domain.

It sounds obvious, but it is important to compose your thoughts, consider the criticism, and let any heat die away from the situation before responding – even on social media where speed is of the essence.


Avoid the copy and paste approach

One of my hates on social media is when a brand receives some criticism and it responds by continually copying and pasting the same couple of generic lines over and over again.

It is something I see regularly. 

When Nectar was widely criticised on social media for announcing a partnership with the Daily Mail, it stuck rigidly to pre-agreed corporate lines, which it copied and pasted relentlessly.

Here it is: “Hi (insert name), we’re sorry to hear you’re not keen on the partnership. The primary factor in any new partnership is our current customer base. From our data and research, we know that there is a large crossover between our customers and Mail readers. Hopefully, you can take part in other offers which you find more appealing. Thank you for the feedback anyway.”

It looks cold and robotic and only really serves to make the customer more frustrated. It also suggests the brand actually isn’t all that bothered about complaints from customers.

While it may feel a little risky, social media teams should be given the freedom to move away from pre-approved corporate lines when an organisation is being criticised and add a human touch to responses.

If you are facing a real social media storm and don’t feel you have the time or resources to personalise responses, it would be better to stick to regular updates rather than trying to reply to everyone with the same corporate line.


Humour

You need to tread carefully here, but humour can be a great way of turning a negative comment into something positive.

Not only can it diffuse potential issues, but it can also show a fun, lighter side to your brand.

But it is not going to be appropriate in all situations and each one needs to be judged independently.

Virgin Trains found itself in the middle of a social media storm earlier this year when it responded to a passenger complaining about being called ‘honey’ by a train manager with a poorly judged joke.  While Thameslink found itself threatened with legal action after comparing its poor service to ‘Poundland cooking chocolate’.  

My advice would be to run any humorous responses past a colleague just to check that they are actually funny, right for the audience and also tasteful before they are published.


Sometimes a private reply can be better

You are not going to keep everyone happy, even if you follow all of the above advice.

Some people will continue to post negatively, but it is important that you don’t get drawn into an ongoing conversation with them.

The best approach is to ask them to send their contact details to you through a direct message or your email address so you can arrange for someone to give them a call and discuss the issues they are experiencing.

This is something which worked well for me in previous roles and at times resulted in a dissenting voice later going on to post something positive about the organisation.

Even if they persist with their criticism, other customers will be able to see the effort you have made to try to help them.


Don’t delete

It can be tempting to delete negative comments and criticism, particularly if you feel they are unfair.

But this needs to be avoided.

Not only does it show a lack of transparency and suggest the organisation may have something to hide, but it is also likely to encourage the critic to post more negative comments.


You don’t always have to say sorry

Another one of my regular frustrations with the way brands respond to negative comments is they always apologise, even when they have nothing to be sorry for.

Take train companies for example. Any commuter will tell you that these guys have a lot to apologise for. But look at their Twitter accounts and it is one apology after another.

The website Sorry for the Inconvenience shows that rail operators have already issued more than 200,000 apologies this year alone. While many of those are completely justified, some are for really minor issues like plug sockets not working.

The huge rate of apologies only adds to the reputational damage. The key for other companies is to be selective about when to say sorry.

Sometimes a better approach is to take control of the narrative and laugh about the issue, like Joe Dough’s Sandwich shop did in this brilliant example.




Finally

The final point is that a negative reaction doesn’t have to be seen as a bad thing.

I want the content I produce to cause a reaction and even a negative reaction can get other people talking.

It’s far better than talking to a completely passive audience.

 

 

At Thirty Seven, we offer content and design services to ensure your campaigns reach the right audiences at the right times. Our journalist led approach ensures your content is interesting, engaging and informative so you gain brand awareness and engagement whether it is social media content or a whitepaper.

 

Adam Fisher
9th April 2018 - 5 mins read

Every company wants to be an authority in their sector - those that engage the media usually are

Media First designs and delivers bespoke media and communications courses that use current working journalists, along with PR and communications professionals, to help you get the most from your communications plan.