Tourism: Festivals are Powerful Economical Tools

Dan McConnell DDB Worldwide just spoke here at the Hawaii Tourism Authority Festivals and Events conference I am attending (and twittering and blogging too.)

"Upgrading your web site" is only about 10% of what the internet has to offer today. Yet many of our Hawaii web sites are still web 1.0, not 2.0. So that means we have a long ways to go together to compete effectively. Our speaker also teaches at the University of Washington and encourages CEO's to embrace blogging and social media. Dan's company gets it: the most recent blog post is featured on the home page.

Festivals make your marketing dollars go farther.
We are planning an unconference, Podcamp and Wordcamp combined, that we hope to use to bring together the tech leaders from around the world and connect them with locals to share culture and knowledge. We hope the local business and tourism community will collaborate with us to showcase our beautiful state and akamai kama'aina.

The following points help tell us the full story, as festivals and events draw visitors while the internet is the key player in making it happen.

Secret Draws: Beaches, Outdoor Locations, and Information

• Outside the mainland, beach/resorts are the most popular destinations
• Outdoor venues by far the most popular
• Travelers want local culture; what is a community all about?

What more can I say? We have this here in Hawaii, best in class.

Beach Walks has proven this over and over again. People come by searching for Hawaii and they return over and over again because we share a slice of real life - good and bad weather, local people (not just celebrities), local sites (not just perfectly staged sunsets.)

The Internet is Where It's At. Where Are You At?

• The internet is the most influential method of travel planning; can't play it up enough.
• Most travel planning self--serve online.
• Cable and internet are very important to 25-44 year-old group
• 70% of online users also watch TV while online.
• Internet spend increased over 18% from 06 to 07.

Yet we in Hawaii are behind the curve. How many of our tourism, PR, communications, and advertising execs blog or podcast or twitter? Virtually none. (Please LMK if you do and I don't know about it! I want to give you free buzz and fee hugs.)

This conference did have online payment and registration, but no other internet follow-up. There could have been follow-up to attendees, no reminders or links to maps and parking info, a listing of attendees so we can network with each other.

On-site, no mention of web site resources for the conference. Power point slides were printed and enclosed in our packets; most will be ʻōpala by 6 pm today. They could be posted on online for wider distribution, archival access, to share virally, and to practice sustainable green best practices.

Where is money being spent?

• Festivals and events get about 10% of the total marketing spend
• Traditional advertising dollars going down; cable specialty shows garnering higher rates by delivering a targeted audience.
• Outdoor is the million dollar baby; spending is increasing; people like to get messages while they are outdoors.

Dan's final advice? "Be local, think global. Concentrate on the internet."
Since there are no sessions today focused on building internet skills and awareness for the attendees, I hereby offer my skills as a trainer. If you are in tourism and want to attend a program to see how the internet on steroids can help you, please contact me! i will organize it and guarantee you will leave ready to blow your kids' minds about how tech savvy you became.

The time is now. You can learn to use these tools. I personally guarantee it.

Blog Recommendations from Bare Feet Clients

I've been having these fun interactions with our clients, in part to get them involved and excited about new media and fundamentally to have them pay atention to their invoices and pay us promptly!

This past month I offered Amazon.com gift cards to each client who responded by telling me at least one blog they read and why they love it. Most surprisingly, very few actually responded. Those who did though are over-achievers; many included more than one blog.

So here's some fun new linky love!

Knowledge is Bliss Marketing
I know it might sound self serving but I love creating my own blog because it makes me think about what kind of help my clients really, truly need.

Tim Ferris 4-Hour Work Week
I especially love tim ferris blog on the4 hr. work week. Oh don't I WISH!
- Alison Bliss

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Ask the VC
I read AsktheVC.com religiously because the posts come from real VC's, many VC's contribute (different perspectives) and it seems that the information is always relevant to our company and it is accurate.I have learned many things that I use regularly from AsktheVC.com.
- Andy Alsop, Packet Analytics and Network Security Blog

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Yarn Harlot
I read the knitting blog YarnHarlot.com every single day. I just love Stephanie Pearl-McPhee. She's the total Rock Star of the knitting world. She's funny and wry and I feel now like I know her personally.

Real Simple blog
I also read the Real Simple blog nearly every day, just bc I find it useful and the editor has a great "voice" that I feel is very accessible. Speaks to me as a working mom.

37 Signals
I also read the 37Signals product blog bc I'm obsessed with their products and the creative ways people use them. (Ed. note: we use the fabulous Basecamp software to manage all of our client projects.)

Bare Feet Studios
Oh, and I read, at least weekly, the Bare Feet blog. Those guys are pretty smart.
- Meredith Schwartz, Here Comes the Guide

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Dances with Wool
She calls it Dances with Wool, letters from the Arctic Circle. I love it because this woman makes the most beautiful knitted garments, something I aspire to. She posts pictures of her works, and of the gorgeous outdoors where she lives in Finland. She has a calm, quiet writing style, and I like reading her entries because it slows me down.
- Sharon Carl, Here Comes the Guide

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Scratchy Bottom Racing International
It's the diary of a Father-Daughter projectto buy and restore an old TR7 for entry in the upcoming "24 Hours of LeMons" race (dedicated to cars that would otherwise be on the scrap heap). The main blogger is a young lady who grew up with her car-obsessed father, and in the process learned more than her fair share of what's under the hood. She and her dad have great senses of humor, and a lighthearted appreciation of cars, car people, their dog, and of course each other. It's heartwarming in an atypical way. I can't wait to see how it all turns out!
- Jolene Rae Harrington, Here Comes the Guide

Getting Clients to Pay On Time

We are a small business. We invoice once a month, for services performed in the previous month. Our payment terms are "due on receipt." Some clients pay accordingly. Others have tended to lump us into the "net-30" category based (my ass-u-mption) on the terms they receive from other vendors. A few others appear to have a "squeaky wheel" folder, aka don't pay until someone is bugging them repeatedly to pay.

Years ago I contemplated putting up a web site called "theydontpay.com" that would serve as a sort of small business Dun & Bradstreet service. Small business owners could post their experiences of companies with a bad record of not paying, so other small companies could check out a potential client in advance. Back in those days, we had a few big names you would think would be an asset to the client list. But in reality, they had a high P.I.T.A. score often based on refusal to pay normal invoices. The concept was very similar to another social media site I recently discovered, RottenNeighbor.com. (I could have some fun there!)

Since I was too busy to do that, and am wary in general of putting out stink eye for all the world to see (I prefer Aloha), I decided instead to offer positive incentives. I've been having fun, but have to report that it has only made the good clients better and not the "bad" clients better. The first month was a 10% discount to the first payment received. We accept and encourage electronic payments so the first payment was delivered in less than 20 minutes by a nonprofit client, NAWBO. I reported that in my next monthly mailing.

The next time I offered a free $10 iTunes Gift Card to anyone who left a comment on our blog. This was to also help our clients get more comfortable leaving blog comments and hey, do any of you not love getting more blog comments?

Guess what? Only one person played. Meredith of HereComesTheGuide.com was stoked, and I extended it some because she actually left two comments! I sent her a 25 gift card that also donates 10% to AIDS relief in Africa. (I hope that link survives outside of my browser cookie settings...)

This month, I am offering a more generic BareFeetShop/Amazon.com $10 gift certificate and link love to all those who tell me about a blog they read and why. (And I even encouraged them to get staff involved.) Early congrats to Andy at Packet Analytics who replied in less than 15 minutes! I'll compile the results here in a few weeks.

Wish me luck. I'd sure like to find out what the tipping point is to get old invoices paid. (You know who you are, though I wonder if you read our blog. Please contact me privately to tell me about your sweet spots.) I am all ears to the rest of you who have fun ways to help clients pay on time and feel so good about it they'll want to do it over and over again.

How and When to Leave Blog Comments

When we get a new client, we often compare the internet to a foreign country. It truly is its own culture, and building a web site there (aka a storefront) is like setting up business in a foreign country. Even though most of what you do will be in English (for most of my readers - their native language) it is still foreign. We like to think of ourselves as tour guides who will help you not only enjoy your trip, but actually want to enjoy it as a second home!

In that spirit, today's blog post is a little etiquette lesson in how to "act like a local." I (a person with web in my DNA) find it amazing and informative that CC Chapman can get a ton of response from a Podcamp lecture just by asking people to go leave a comment on a blog. It appears that people are confused about how to do this, when to do this, why to do this, and so forth. Just like blogging a lot of people face that daunting question: What on earth will I say? So let me be your friendly tour guide.

Let's make it stupid simple. I like stupid simple. I think hard on complex things most days and being able to "dumb it down" is something I really appreciate!

When to Comment

• Anytime you have an opinion to add to a conversation.
• When you want to promote your products and services (Just don't be crass about it. Add something of value to the conversation.)
• When someone has featured you on their page or site. (If you know about it or your blog software can track inbound links, this is VERY easy). I consider it one of the top ten blogger "miss manners" recommendations. This one is probably the most neglected, yet in my world, the most important.
• Timing can be important, especially if you are tracking A-list bloggers. Our former client, Mary Schmidt took to blogging really well and paid attention to when well-known excellence author Tom Peters would typically post a new blog. Mary made sure she was available to be one of the first commenters. It helped her get noticed and become a key influencer in Mr. Peters popular blog discussions. And yes, it has helped her build her consulting business,

What to Comment

• See above for initial instructions.
• Add your opinion - especially if it is against the flow. Life is not black and white - virtually every conversation is well-served by a range of perspectives.
• Details baby, details. The more specific you can be, the better. Cite examples, give props to others, share your experience. It's all good.

Why to Comment

• Because your point of view is just as relevant as anyone else's.
• Because it is a great way to build your personal or company brand.
• Because it creates inbound links to your site, which helps the search engines rank your site higher.

How to Comment

• There is always a place for your name. You can put anything you want in there! It is what will be displayed on the blog. Some people consider this a personal banding opportunity, and you can say, "Roxanne Darling" or "Nerd Queen" or even enter Rox of beachwalks.tv. Like all things, you can be savvy or you can be obnoxious, and all points in between. As my little 2-year old friend Kaile is learning to do, "make good choices."
• Email: you will be required to enter an email address. If the software is set up correctly, your email address will never be displayed. It is to sort you from the spammers. If you do not enter a URL (see next item) some blog software will show your email. As a precaution, always enter a URL! (if you don't have a web site, you can always link to another web site - a cause you support or CNN or whatever. Best to have your own site of course.)
• URL: Universal Resource Locator, aka your web site address. Be sure to link to individual pages on your web site when that is more appropriate to the discussion at hand. Just navigate to that page on your site, copy the page address, and then enter that into the "URL" field as you are leaving your comment. UPDATE: Consider also linking to you social network pages, like Twitter or your LinkedIn Profile or even your Flickr page if that is your primary home on the web.

Old Media and New Media Working Together

I just love it when this happens.

We do a daily video podcast aka internet TV show called Beach Walks with Rox. Last weekend, YouTube featured us on their Travel channel page. We had over 80,000 views in less than three days. (We will eventually be rotated off this page...)

The episode was about a tree and mulch blessing (or oli in Hawaiian) the was conducted by the Lani-Kailua Branch branch of one of our clients, The Outdoor Circle. It featured awesome chanting by Haunani and ʻIlima Stern of Aloha Blessings.

And a circle it is, as I then sent out a few press releases to local media. Erika Engle, author of "The Buzz" column in the Star-Bulletin Business section, called me for an interview and wrote a really terrific article, ostensibly because of the YouTube story but she delved deeper and we got into an interesting (IMO) discussion about how businesses, especially Hawaiian tourism businesses, can use these new media and social networking online tools.

After I gave her a boat load of examples, she asked, "Why doesn't every business upload their stuff to YouTube?" Great question, dontcha think?

What I don't get is why the online version of the article does not have links to our business website and the the Beach Walks site being discussed. It's easy to do, but traditional print media seem to be "link averse" as if they will lose a site visitor. More importantly, they provide an even better resource by including the link (which creates more customer loyalty) and they always code it easily enough to open in a new window - keeping the main media site alive and well on the viewer's computer.

Oh, and I sure wish I could have left a comment on Erika's page to thank her and add to the conversation. I wonder, does it get lonesome writing without response?? Leave your comment here for Erika and I will send her the link to this page.

But in any case, the article was written well, accurate, and managed to mentioned the many people involved. Mahalo Erika! And mahalo to Mary Steiner, CEO (and blogger) for The Outdoor Circle who emailed this morning after having read the article. Hmm, I wonder if she has a Google Alert that notifies her whenever "outdoor circle" gets mentioned online??

Surfing Tip: Right-click (or control-click) on all of the links in this article if you want them to open in a new window. It's a web surfing power tip that comes in handy frequently.

How to Apologize & Acknowledge Good Customer Service

People who work in technology get tons of requests from clueless customers - legions of funny lists have been posted. Rarely do you get an inside look though into an example of someone who can admit to "user error."

Hence the internet is often an unfiltered (though understandable) space full of exasperation morphing into meanness and plenty of "it's not my fault." We at Bare Feet Studios like to lobby for a little consciousness and kindness too.

I was really impressed with how my super geeeky super smart business partner replied to our email provider after bugging them for help, and wanted to share it with you.

OMG....!!!

Here's one for your Knowledge Base or in case you start to receive similar problems reported.

I upgraded to Mac OS X 10.5, Leopard, last night. Apple Mail in Leopard doesn't support some third party plugins and so reported an error and disabled those plugins. All good stuff.

But I had Rules based on those plugins. Because those plugins were now disabled, those Mail Rules grabbed every message coming in to the Inbox and placed them in random folders in Apple Mail.

I am very sorry for all your time I wasted this morning and humbled by my lack of insight that my Mail Rules could be messing with ALL incoming messages.

Webmail.us customer service continues to be top notch even when it's my fault and I don't have a clue it's my fault.

Much Mahalo (thanks)
-shane

I also found these tips for tech support you can use as needed.

If Marines can have a sense of humor, so can you and I

Who knew what a marvelous sense of humor the military has? I learned about it at a "friend's house last night after homemade sushi. Sushi chef Eric is a Major in the Marines, a helicopter pilot. He just returned a week ago from his second "tour" of Iraq. He presented us with a flag and a medal that he flew over the sands of despair. The medal is like a coin, and it has their squadron's mascot on it. I was curious about the whole culture of these things, so Eric brought out a few of his embroidered (right there - that sounds out of phase now doesn't t?) badges. Please note: he is not a collector, merely has collected some of during his service.

These things are hysterical! The Marines themselves design them and get them made, for no good reason or to celebrate the completion of something. The range is all over the place, from foul-mouthed quotes of Cartman and Snoopy, to emblems with multi-cultural icons included.

The point is, you laugh when you see someone wearing one of these velcro'd gems on their flight suit, or pulled out of a pocket and traded like Pokemon cards.

I took a picture of this one celebrating (commemorating?) a Power Point accomplishment. It's (not) common knowledge that Power Point Pukes. I was glad to learn this badge was for comedy only; thank heaven they are not tracking the actual hours spent in PP sessions.

Now really. If these people who are trained to exercise incredible discipline and literally are in life and death situations on a regular basis can spend a little time coming up with funny/snarky/in your face comedy, then certainly we can stop for a moment and laugh at ourselves too. Laugh at each other, out of shared misery or understanding, not mean-spiritedness. In recognition that we may be fierce competitors, but hey - that is the game we are in.

Like a lot of preaching, this one is aimed mostly at me. I am a Capricorn, and let's face it. we ain't famous for our sense of humor!

This video is an Iraq war classic - a must see if you haven't, and it's one of the rare few I recommend for repeat viewing. It was made by British soldiers to the tune of "(Is This The Way To) Amarillo". Watch it and be prepared to laugh and weep.