Invasion of the Marketers – How to Deal with Paid Promoters in your Community

THEY’RE HERE…….

That’s right, the brand cheerleaders have infiltrated your community and are destroying the ‘authenticity’ of the dialogue. And guess what? IT’S ONLY GOING TO GET WORSE AS MORE MARKETERS USE THIS TACTIC AS THEIR ‘VIRAL’ MARKETING CAMPAIGN.

In a recent “scandal” running through the online community world, Royal Caribbean has been using sponsored members to promote its cruises across many communities such as Cruisecritic, TripAdvisor, travel blogs, and other sites where potential cruise customers might be lurking. While Consumerist has a great write-up of the details, and Tripso.com’s Anita Dunham-Potter has more details, the tactic is not new and will always be with us. And even though folks like Jeremiah Owyang are identifying the sponsored conversations in blogs, the trend towards using online communities and social networks is increasing each week.

As a professional moderation company, we see the campaigns hit across the multiple communities we manage for our clients. We see the trends quickly, whereas a moderator working for a single community may spot the campaign a little slower. Either way, you must act because these campaigns, like spam are not going away anytime soon.

The real issue is how to deal with this issue in your community when it happens.

Early on in the 2008 Primary Election season, we noticed a large number of posters in the AARP Issues & Elections community supporting Rudy Giuliani. No matter what the criticism by the Democrat/Liberal members of the community, these folks came back cheery about how wonderful Rudy was and what a great President he would make. While not as rampant as the “Royal Champions” of Royal Caribbean, they were persistent nonetheless.

We’ve also seen product supporters for Life Alert, The Scooter Store, and every multi-level marketing program on the market today in the community.

In each instance we’ve used several steps to push back on these folks and out them as the marketers that they are. Your moderation team should see the trend before your members start to complain and take action.

Steps to Take to Clean Up Your Community:

1. Start by checking out when the ‘cheerleaders’ registered. Most marketers who use this tactic do not have enough control over their posters/viral team. So, what ends up happening is they all start registering within a few days of each other. If you see a pattern of registrations, the marketers have hit your community and you must take action.
2. Get your own hyper-affiliated enthusiasts up to speed with what is going on. Give them the okay to confront these posters with questions about are they receiving anything for their posts, are they sponsored by the brand they promote, etc.
3. ENFORCE YOUR TERMS OF SERVICE! In the case of the Life Alert and Scooter Store cheerleaders, they continually posted links to the store where you could purchase the product. They violated the TOS for advertising in the community, so our moderators were able to remove the posts.
4. TRUST YOUR MEMBERS TO RECOGNIZE THE CHEERLEADERS FOR WHAT THEY ARE! Most folks recognize that someone who never is critical of a brand/product/service is biased. In most communities, those folks lose credibility among your longer term members. Some of these members will call out the cheerleaders in public, reducing the credibility of the cheerleaders.

Despite their best efforts, many of the brands who use this strategy are not that sophisticated in selecting who they use for the job. For example, in the “Royal Champions” case, the cruise line worked with Buzz Metrics to identify its promoters and then recruited them with trips and perks. But they recruited a 14 year old! (Cruiserccl, who at the ripe age of 14, professes that program hasn’t changed his posting habits.— Yeah right, he’s a good example of the quality that some brands go to for finding cheerleaders.) How many cruises has a 14 year old gone on which would qualify them as a cruise expert?

We see most of these efforts fail because they follow the same patterns as spammers. As a community moderator/manager, you must watch the trends in your qualitative content and be ready to act. The text may not always be similar, but the tone and message in these campaigns will be. Use the tools that you have and the top members in your community! If you let these campaigns in, your members will begin to think that you are getting paid something for the campaign. This can only have a negative impact on your community.

Just as with spam email, some marketers think that paid cheerleaders as a viral campaign is a great tactic. But in the end, most of these campaigns are run poorly and have the potential to actually damage the brand that they were set up to promote. Along the way, they can also damage your community if left unchecked. To learn more about dealing with cheer leading campaigns run in your community, please contact us.

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