The Twitter Niche: Millennial Microblogging

On campus almost every student has a mobile phone, has Facebook, and sends SMS or BBM day and night. It appears to be the perfect setting for wide-scale Twitter adoption. But it isn’t. At most, maybe a quarter of students on my campus use Twitter. This research (see infographic below) shows stats for millennial microblogging that are even lower.

In light of this, should higher ed be putting resources into communicating on social channels? Is it worth the time and energy of our very creative and dedicated new media communications pros on campus, to master micromessaging when so few of our students are even tuned in?

I think yes and no.

Yes, because as numerous studies have shown, it’s imperative for brands to participate in the social web, to manage perceptions. As well, it is an effective channel to reach far-flung connected audiences and networks in real-time. That’s especially important in terms of what marketing prof J.H. Beneke calls “the competitive imperative” for higher ed to market itself to prospective students on social platforms (link opens PDF of his 2011 study). And of course, those tweeters who are online tend to be not just early adopters, but also influencers.

No, because if we are envisioning Twitter as a form of mass-blast communication, we are sadly mistaken. The reality is that those 140-character messages are simply not reaching most of the student body. So who is tweeting? In my experience more than twice the number of 4th year students are on Twitter as compared to first-year students.

What’s the alternative? The best way to reach the most students is a coordinated cross-channel Twitter/Facebook-wall/email/SMS/campus-newspaper messaging combo. Which raises a new set of questions, including whether students read email, and if they will read SMS from their schools on their phones.

Communicating with digital natives? It’s complicated.

 

Profs on Speed Dial

A recent pilot project at a community college in Georgia found a link between student retention and faculty accessibility. So what did they do to tip the odds in favor of student success? They gave the profs smartphones and encouraged students to text and call their teachers on demand. The college asked profs to respond promptly, within 24 hours if possible.

This experiment is costly, about $1,000 per prof, but administrators say the ROI is significant. Early results show a student retention rate that is double that of similar schools in the area. Is this solely because of the mobile phone plan? Likely not, but the link between faculty accessibility and student self-efficacy is well known. Just being able to talk to the prof or text a quick question can make a world of difference to students. It extends the learning environment, and my guess is that most students would opt for text over voice most of the time—which can be a far less intrusive and more efficient communications method anyway.

A similar study of digital media use at a community college in Texas found that when students are connected to campus life and a friend network on Facebook, they have a greater likelihood of staying in school. Being plugged-in to classes and campus community via social and mobile technologies is not a luxury—it’s a key tool for student success and retention. This research casts doubt on the effectiveness of tech fasts that some campuses attempt regularly.

So what about the professors? Did they enjoy being on-call for their students? By and large, instructors in the Georgia pilot program found that students were respectful, reasonable, not overly demanding via mobile phones. Moreover, the expectations of responsiveness were not overly burdensome, as long as students did not demand immediacy, some profs said. And in a culture where “instant isn’t fast enough” it can be difficult for plugged-in profs and their digital native students alike to manage expectations about availability and accessibility of people and information.

But it’s not just Gen Y who benefit from agile connectivity online. As a bonus the faculty reported increased productivity as a result of the mobile learning initiative. Turns out much of the “outside-of-class communication with students can be handled via the mobile devices, allowing faculty to deploy their energies on other things,” said a college spokesperson. Just another example of edtech tools increasing flexibility for faculty–in much the same way that video lectures, or coursecasting can do, when profs can’t be at their own lectures due to conference travel and the like.

Mobile Text Marketing

New stats in from Nielsen (see chart below) show just how far out in front teenagers are, when it comes to texting. They send an average of one every ten minutes or so during their waking hours. That’s more than double the number of texts sent by their closest cohort, the 18-24 year olds.

Teens are text-crazy because the format is low cost, offers privacy, and facilitates near real-time connectivity. In the long run, texting helps to normalize expectations of informational instantaneity, always-on contacts, ambient accessibility, and can encourage adoption of abbreviated communication styles (textese).

So what does this trend mean for marketers? If texting is so much a part of everyday communication patterns on the next generation of consumers, does it follow that these users will take mobile text marketing in stride? Not exactly.

Particular kinds of SMS mobile marketing messages are welcome, but for the most part these interruption adverts are viewed as the worst kind of spam. In a nutshell, if the campaign involves saving money or even better, tasty snacks, it’s got a real chance. Some of the most successful mobile text marketing campaigns I’ve reviewed this year targeting teens, tweens and twenty-somethings are offering mobile coupons or short codes for fast food and soda pop. “Ads on my phone? No way! Oh…a coupon at noon for the Subway near my office? Hello!”

Even if you’re not in the food industry, here are three ideas for mobile text marketing with impact:

The opt-in factor is a deal-breaker. Far and wide we hear that the mobile phone is the new loyalty card. “One of the most important elements about using SMS text marketing,” advises Kathy Marlor, ”is that your audience requests to be included by sending a text message to a keyword that you have selected.”

Time and place is everything. Experts encourage advertisers to think about “the mobile path to purchase, which really begins outside the store,” in other words, using geofencing and other LBA services (such as Foursquare) to target the foot traffic of local shoppers in the vicinity. For The North Face brand, georelevant text messaging means, “if they are near a store, customers may receive a message about a new item in the store” or an in-store limited time offer/promotion.

Real value delivers positive buzz. “If the customer gets value out of the text message campaign,” say the experts at OnSMS.com, it is more likely “they will participate again in future promotions and become a good source of positive word-of-mouth.” How to deliver value? Be transparent about costs, for starters, advises the Mobile Marketing Association.

Interested in thinking about other ways that mobile matters to consumers and marketers? Check out my whitepaper.

SAI chart Texts by age

Marketing to Millennial Moms

click image to download pdf (2.5MB)

Mobile Matters

This ePaper considers the cultural significance of on-the-go connectivity and modes of digital engagement. It reviews trends in mobile media use and ideas for mobile marketing and communications. The research was prepared for a MarketingProfs webinar sponsored by Digital Cement.



This ePaper is also available to read online or download at Scribd.com and Slideshare.net.