Adam Fisher
19th November 2018 - 4 mins read
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ther forms of content, such as the less formal eBooks, blogs, infographics and interactive games appear more exciting and attractive and ultimately seem to have become more popular.

You could be forgiven for thinking, therefore, that whitepapers have had their day and are just another victim of digital progression.

But there is another school of thought – one which we subscribe to at Thirty Seven – that whitepapers are alive and well and continue to play a crucial part in effective content marketing strategies.

In fact, we believe they have an integral role in providing the comprehensive, detailed material which is all too often missing in other parts of content marketing.

It is the perfect long-form content medium in which to position a brand as a genuine authority in its field and take a deep look at the issues which matter to its clients and potential customers.

Here are a few more of its strengths:

Whitepapers have longevity

A whitepaper which successfully tackles an important issue will be saved and printed out and people will refer back to it again and again when they make important decisions.

Whitepapers are shared

They may not go viral in the social media sense, but whitepapers are typically shared by colleagues and teams and can travel extensively within just one organisation, greatly increasing the size of the audience and spreading awareness of your brand. My boss, for example, will regularly share whitepapers with me that he has downloaded and found useful and I often pass these on to other colleagues and even people in other organisations.

Content that can be reused

A common concern organisations often have about whitepapers is that they require considerable time and effort for just one piece of content. But actually that isn’t the case. A good whitepaper can typically be sliced and diced into a series of blogs. Not only is this fresh content, but each resulting blog can be used to encourage the reader to download the whitepaper for detailed analysis of the wider issue.

Whitepapers create strong leads

Whitepapers are not for the casual reader – they require too big a time commitment from the consumer for that. So, when someone signs-up to receive a whitepaper they are looking for a solution to a particular problem and they are trusting your organisation to provide it.

If whitepapers have all these benefits, how can you ensure yours doesn’t fall into the ‘unsexy’ trap?

Tackle a topic which matters to your audience

As with all content marketing, understanding your audience and the issues that matter to them is pivotal.

For your whitepaper to gain the interest of your customers it needs to tackle both an issue they want to be resolved and offer a unique perspective.

This involves detailed research, information being verified and experts being interviewed - and a clearly communicated argument.

Improve the visual

One key way to improve the image of whitepapers is to make them look visually better. Page after page of text is only going to cause readers to lose interest and stop reading, no matter how well it is written.

Photographs, infographics, charts, pull-out quotes and even coloured boxes all have a role to play in adding a creative touch and making whitepaper content more visually appealing.

Length

Even though whitepapers are long-form content a careful eye needs to be kept on length.

A 10-15 page document should easily be enough to construct a credible and persuasive argument and will be much more digestible and less daunting than something double that length.

This means that writing needs to be sharp, concise and waffle free.

Use variety to spice it up

If you’ve already got whitepapers as part of your content, try using different templates and styles to make new ones stand out. Find different ways for readers to test what they have learnt in different sections of the paper, add bullet point summaries after specific sections and use different layouts.

Produce an attention-grabbing headline

No matter how strong the content of your whitepaper you still need to find a way of ensuring you customers are going to read it.

The headline is key to ensuring that your whitepaper stands-out, generates curiosity and promises the solution to a problem.

Enable people to preview whitepapers before they download

Allowing customers to preview a few sample pages of the whitepaper before they need to enter their details and download it is a great way to entice readers and highlight the quality of your document. If it is good enough for Amazon and the books they sell then I think it is something we should all consider.

Check out this example we created for Every Angle.

Whitepapers may not be sexy. They may not provoke instant excitement. But get them right and your customers will find them hard to resist.


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
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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.

 

Mark Mars
19th February 2018 - 3 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.