Category Archives: branding

Content Network Ads

Understanding the opportunity of advertising on the Google Content Network

Launching a campaign on the Google Content Network gives you opportunity to reach another very targeted audience; often in a very different consideration phase than users on the search network. In competitive verticals like insurance, travel or finance, CPCs on the search network are high and it’s difficult or costly to remain visible.  The Content Network is a great tool to build brand awareness targeting users with both Image and Text ads, extending your business’ message in a manner not possible through the search network. More impressions on the ever expanding content network, means competition and cost are often lower than other online channels. Using the Google Content Network to compliment other online marketing efforts can help lower overall costs and maximise business exposure.

Introducing the Contextual Targeting Tool

The Contextual Targeting Tool, can help build tightly themed keyword lists for campaigns to run on the Google Content Network. When you enter words or phrases in the Contextual Targeting Tool, the tool suggests a set of keywords related to your terms, and groups them into themed ad groups. Currently the tool is only available to a limited number of advertisers and agencies, however, data can be accessed though your Google account manager. Hopefully we will see this available to all in early 2011.

Content Campaign – Planning and Setup

Content Network campaigns should always be kept separate from Search Network campaigns. Here are some things to consider when setting up your new Google Content campaign:

- Set a daily budget. Make sure this is set conservatively in the beginning, then increase over time. There are a huge number of impressions available daily on the content network, so it’s easy to spend a lot in a very short time.

- Try different ad formats to see what works best for your business. Depending on your business’ objectives and available budget, there is a lot of choice. See all ad formats: https://www.google.com/intl/en_uk/adwords/select/afc/ads.html

- Make ads catchy and interesting. Remember, users are not searching for your products as with Search. So your ads need to stand out. Compelling, attractive and well-written ads will capture a users interest and provide a valuable experience.

- For local products, offerings or location specific services, consider geo-targeting. It’s applied in the same way as it is on the Google Search Network.

Content Network – Keyword Themes

Start by creating keyword themes.  Identify keyword themes you would like to target; this will be the basis of your content ad group. Here’s an example of how a theme of keywords for a content ad group could be set-up

Content Ad Group Theme: Travel Insurance

Keywords: cheap travel insurance Australia, vacation insurance, compare travel insurance Australia, travel cover, travel insurance, travel insurance Australia, travelinsurance, annual travel insurance, holiday, Australia

Identify keywords that are likely to be mentioned on a website when a user is reading about “Travel Insurance.” Google recommends that each ad group use 10 to 20 keywords in any given Ad Group. Don’t try fit too keywords into each group, just create another ad group, even if it seems too similar. To help discover and build keyword themes, use the contextual targeting tool, if this is not available to you within AdWords, other great resources including: Google’s Wonder Wheel and other search engine that use clustered search results.

Displaying the Right Ads

The quality of advertisers ads is extremely important on the Content Network. The objective when advertising on the content network is to effectively capture and engage users who are not actively searching for your product. Therefore, the message must be clear and should help pre-qualify users. An ambiguous or misleading message will result in a poor brand experience and will waste your money.

Setting Bids

There are a number options when bidding on the Google content network. The two most common are CPC and CPM but CPA bidding is also available. This can be set under campaign settings tab > Bidding & Budget. CPA bidding will only be available once your new campaign has history including a significant number of conversions recorded.

Setting content bids on AdWords for Content ads

As a general rule, start conservatively with your CPC and CPM bids. You can increase them over time if you are not getting enough clicks / impressions. For CPA bidding, be generous in the beginning. Take the CPA from Search Campaigns and add 25% to it. This will be a good starting point. As the system achieves your goals, you can lower the CPA target to increase profitability

Optimising your Content Campaigns

Excluding / Managing Sites

A Placement Performance Report will give insight into all performance metrics of websites where ads were displayed in a Content Campaign. Usually ads wont appear on a site for long if no clicks are recorded, so the best way to measure the success of a campaign is through conversions. When viewing placements select the sites to manage. Exclude by checking the radio button next to the URL then click “Manage Placement and Bid” or “Exclude Placements”.

Negative Keywords
These work in the same way in a Content Campaign as in a Search Campaign. They help disqualify any sites mentioning those words to make sure your ads are highly relevant to the sites they appear on.

Content Success

In anticipation of Google releasing the The Contextual Targeting Tool, any of these tips can be applied to improve existing campaigns or used as a guide when setting up a new content network campaign.  As with setting up a Search Campaign, the AdWords user interface will guide users through the basic campaign setup process. Google tools mentioned above give more insight and better understanding of the performance of Text and Image based ads across the Google Content Network. AdWords advertisers continue make the mistake of assuming that Google’s Search Network is the same as Google’s content network. Separate content and search campaigns and enjoy the results of a successful content campaign.

Posted in branding, General, google, Search Engines, SEM, sme | Leave a comment

Qantas’ Reputation Takes a Beating

If you’re responsible for Public Relations at Qantas you’re either looking for a place to hide or hoping you could restart 2010. In the first 3 days of the year, the reputation of the Qantas brand has been pummeled in both the traditional press and on twitter and the blogosphere after a number of unfortunate technical glitches and delays. The first three news stories listed on Google News provide a quick glimpse of the carnage.

Google News Results for Qantas

Whether you’re a large company like Qantas or a smaller outfit, a single negative story can have a detrimental effect on your brand and ongoing business. Online, these stories tend to linger and can easily be found on search engines such as Google. If you’re a restaurant, a single blog post about’ a bad meal’ or ‘rats in the kitchen’ can be enough to turn customers away, even after you clean up your act. For many businesses, ignoring a customer complaint, negative story or review online is no longer an option.

Having a series of negative stories over such a short period of time would be be devastating for most. While the Qantas brand will survive, there’s no doubt the business could do a much better job of managing its reputation and responding to these issues online. Here’s just a sample of some of the comments posted on Twitter over the past 24 hours:

Twitter Results for Qantas (5 Jan 2010)

And…

Twitter Results for Qantas (4 Jan 2010)

While it appears that Qantas has done a reputable job offline to answer some of the issues head on, they have been eerily silent online. To date…

  1. There’s been no mention of any of the issues on their website. This would have been a great opportunity to make passengers aware of the current issues and prepare them for the wait (and to let them know what Qantas is doing about these issues…)
  2. There’s been no mention of the problems on Qantas ‘ Facebook Page. As far as new fans of the airline are concerned, life is just perfect at Qantas.
  3. The business is invisible on Twitter where most of the critical comments have been posted (there have been 1,000 mentions of Qantas in the past 7 days alone – the majority being very negative).

So how does Qantas tackle these thorny issues? Obviously, there are always going to be technical problems, weather, or uncontrollable events that cause delays and inconvenience travelers. It’s inevitable, if you’re in the airline space. Ignoring these issues and hoping that they go away is, however, not the answer. If this is part of the strategy then heads need to roll to make way for a new way of thinking. It’s just not acceptable for any business to ignore what their customers are saying and pretend that life is rosy.

If we were Qantas, here’s what we’d do:

  1. Use the website (specifically the home page) to tackle the delays or technical issues that pop up alerting travelers of the issues before they arrive at the airport. At least then travellers  have a chance to prepare both mentally and physically and might prove more understanding to the airline’s plight.
  2. Update the Qantas Facebook Page with alerts. Don’t be afraid to mention when bad stuff happens. It’s inevitable, so be proactive. You will be praised if you tackle the issues head on.
  3. Monitor the comments on sites such as Twitter and formulate a plan to provide feedback to your customers. V Australia does a great job of using Twitter for customer service and reputation management.
  4. Hire knowledgable people who understand the online and social media space and get a plan in place quickly.
  5. Create a long term PR strategy that tackles good and bad coverage in both the traditional and online forums at the same time (integration is key – it should not happen in isolation).
  6. Fire your Public Relations company if they haven’t already brought up two of the five strategies mentioned above in the past year. If your agency isn’t up to date with the online world then it’s time to consider other options (we’ll even help point you in the right direction). Qantas has pioneered online sales in Australia so there’s no reason why the business shouldn’t take the lead when it comes to online PR.

Ultimately, there needs to be buy-in at the top starting with the CEO, Alan Joyce. As the brand ambassador, his input and support is critical for the business to take control of its brand reputation across all media. While it may be too late do much about the current crisis, there’s no reason to sit on the sidelines any longer.

What are your thoughts? What would you do if you were Qantas?

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