If you print it, you should honor it    01.14.10

I went out for a lovely Italian dinner last night with a friend. The waiter was pleasant, the food was pretty good, the wine was poured a little higher than it probably should have been. But the night took a terrible downward turn when I presented the server with a 10% off coupon that I had clipped from the multi-page book that gets mailed to me each month with hundreds of local deals.

“We don’t accept this anymore,” he said.

“Is it expired?” I asked.

He brought the coupon close to his face to read the fine print. “No, there’s no expiration date. We just don’t take the ValPak coupons anymore.”

“Doesn’t the restaurant pay to have their coupons printed in the ValPak?” I asked.

“Well, yes. But they just decided to stop accepting them.”

I knew that the piece of paper in question was a recently clipped coupon; based on the small number of folds and how none of the ink had worn off from rubbing against dozens of other coupons in my handy-dandy coupon wallet, I estimated I had carefully filed it under the “restaurants” tab less than a month ago.

I have no idea how to run a restaurant, and I’m no expert in the coupon-printing vs. coupon-accepting cost analysis. But part of the reason my friend and I decided to go to this particular restaurant (that shall remain nameless but feel free to identify it in the photo at right) was precisely because I recalled I had this no-expiration-date savings in my purse. I feel strongly that giving us customer satisfaction by honoring their own promotion would have been well worth the six dollars and 70 cents it would have cost them.

I may not be a food industry professional, but what I do know is this: A satisfied client may or may not pass your name on to a friend or two; a dissatisfied one will surely tell 10 before the next day. And if the dissatisfied client has a blog, it may well reach hundreds or thousands.

Do right by your clients and customers by honoring your own promotional materials.

Need help designing your coupons or advertisements?

The first item on my 2010 to-do list    01.04.10

I never used to be one to set goals, at least not long-term, life-changing ones (my list of things to do would be more likely to include “Pick up dry cleaning” rather than “Save the world”). But a couple years ago, with the gentle persuasion of The Secret (a concept-turned-huge-marketing-success, which I’m not endorsing, just passing on through my personal experience), I did make a list of more serious ambitions.

One was to complete a marathon. At the time I wrote this down, the idea of running 26.2 miles didn’t seem completely absurd; after all, I did run three miles several times a week, and even 10 miles on occasion for races for which my sisters forced me to sign up with them. But running long distances day in and day out to train for the big event for months ahead of time did not sound like a commitment I was ready to make. So I jotted “marathon” on my list, and I didn’t give myself a deadline — I figured when my schedule cleared up and I was ready, I’d do it and check it off the list — no rush. And if I happened to grow old, break both my legs, or otherwise impair myself in the meantime in a way that made this goal impossible, well then at least I tried.

But lists don’t work that way. The moment something is down on paper (and not on a Post-It note that you may be tempted to throw away; this is the perfect reason to use the pretty journal that you’ve placed in a drawer because it’s too nice to use for grocery lists and errands), you have completely obligated yourself to that item. Had I not written that one word in my otherwise blank notebook more than two years ago, I may still be just talking about the idea of a marathon and congratulating my sister on completing one without me.

But I did write it down. And so, when my sister approached me on January 1, 2008 and said, ”We have exactly 12 weeks to prepare for the DC National Marathon, are you up for it?” I knew I had no choice but to begin training that very day. On March 29, 2008, I crossed that finish line in 4 hours, 58 minutes and 4 seconds (a full 30 seconds before my sister, but this isn’t really the place for bragging).

Less than a year later, I set a new goal for myself: natural childbirth. Since this one evolved over a period of time I spent researching the topic, I never actually put a pen to paper to record the goal. Instead, I ended up telling everyone I knew about my plan to accomplish this feat, so that come baby’s birth day, I’d feel like a complete hypocrite if I didn’t follow through with it. This method worked just as well as the journal approach for me, and after training for months through yoga and Hypnobirthing techniques, I delivered a healthy baby boy with no more than an affirmation-filled iPod and the force of my own sheer will.

LBK Designs - full-time business!You’d think after accomplishing these two lofty goals, which I’d venture to say very few people have under their belts, I’d be finished, right? Well, as it turns out, I now thrive on goal-setting and goal-achieving, which leaves me pretty busy and with what I hope is a healthy amount of stress. My current endeavor: Leaving my 9-to-5 (which came with regular paychecks) for a more balanced life of running my own business and enjoying time with my family (which comes with regular hugs and kisses, and sometimes paychecks, too).

While I’ve already met the goal of quitting my day job, the success of my business as my full-time gig has yet to be determined. But as I have done with my other aspirations, I am pouring my heart and soul into this mission, and telling everyone of my plans as a means to encourage victory.

Learn the rules before you say something that makes you sound stupid    12.15.09

Follow me on Twitter. Become a fan on Facebook. Fly me to the moon.

If you’re not sure what terminology goes with what social network, please, by all means, ask someone who does. Here are a few examples of how to use some basic terms correctly.

Facebook (noun): “Along with the rest of the world, I am on Facebook.” or “Check out my Facebook profile —I tagged a questionable picture of you from sixth grade.”

Friend (noun or verb) / Unfriend (verb): “You are my friend on Facebook.” or “My college roommate tried to friend me on Facebook, but I ignored her since she stole my sweater freshman year.” or “We were friends on Facebook, but after that awkward scene at happy hour last week, I unfriended him.”

Fan: (noun): “That band’s Facebook page has 116 fans even though they aren’t any good.” or “To get more fans for your non-profit’s page, you will want to put a ‘Become a fan’ button on your website.”

Twitter (noun or verb): “I finally broke down and got on Twitter.” or “I spent the last three hours at work Twittering but I don’t think my boss noticed.”

Tweet (noun or verb): “Who knew I had so much free time until I ended up with 67 tweets today.” or “Cool it with the tweeting, honey and do your homework.”

Follow (verb) / Follower (noun): “I am very selective in who I follow on Twitter; I only have time to read the most interesting tweets.” or “I wasn’t popular in high school but now I have 984 followers on Twitter.”

See, that wasn’t so hard.  (If you’re still confused, contact me.)

Yearbook is where they started calling me LBK    12.01.09

After catching up with old classmates at my 10-year reunion this past weekend, I realize I could have predicted most of their professional futures back when we were hanging giant mascots on the walls before the pep rally.

The class president (whose debate and speech skills beat out yours truly for the position) is now an attorney. So is the valedictorian. The lead in all the school plays is a theatrical makeup artist. The girl who blew me away by how quickly she picked up trigonometry (without sweating like I did) is a financial analyst. The girls who spent the best years of their lives at conferences for Future Business Leaders of America all work in some facet of marketing. The cheerleader who was always smiling is a nurse (with a pleasant and peppy bedside manner, I imagine). The star field hockey player now coaches the same sport. And the yearbook editor-in-chief spends her time doing layouts, proof-checks, and editing blog posts.

That’s right. Everything I need to know to run LBK Designs, I learned from making a 42-page book filled with black and white photos of chess club members, volleyball games and prom kings, with captions not unlike, “Becky, Suzie and Jordan laugh over a joke told at the lunch table. A good time was had by all.”

  1. The teacher (client) gets to make the final decision, but it is my job to gently and persuasively guide that person to the right choice.
  2. Spelling and grammatical errors, once in print, are forever.
  3. At least three people must approve (preferably with a stamp emblazoned with each individual’s initials) every page before it can go to print (see #2).
  4. Turn a boring headline into a fun one, and the whole page comes to life.
  5. “Nobody will ever read this” is not an excuse to skim over copy you are proofreading.
  6. “Nobody will ever read this” is not an excuse to write lousy copy.
  7. Only include a quote if someone really said it. (And spell that person’s name correctly.)
  8. When choosing a photo, ask yourself, Would I want a picture of me wearing leggings, taken from an unfavorable angle, to be seen by others for all eternity?
  9. Charge a fair price, or people will record their own memories (or use a different designer).
  10. Work only feels like work when you don’t enjoy what you’re doing. Choose a career that you knew you loved even when you weren’t paid to do it. (I’m sure glad I followed this one.)

Leave proofreading to the proofreaders and I’ll leave the butt squeezes to you    10.09.09

Having a new baby makes it difficult to get to the gym, leading my husband to buy some home workout equipment from an infomercial-esque, semi-shady website. Our slew of new tubes and bands came with a free DVD and handbook (free, unless you count the $90 he paid for the colorful elastics).

We went through two of the three workouts on the DVD last night (overachievers, I know), and while I can vaguely conjure up images of the video instructor doing lunges and squats, what I most remember about this experience is the text that flashed on the screen about 17 times during the duration of our session. It warned us about safety precautions to take while performing the exersize.

Nothing wrong with a little safety notice, right?

Right?

If you’re still wondering what I’m so huffy about, please reread paragraph 2 above.

Notice anything wrong? As far as I know, exercise has never been spelled with an s and a z in the second half, not even in another country (I checked to be sure before writing this, of course).

I realize I’m a stickler for good grammar and perfect punctuation, and I know that most people in the world would never in a million years notice the inconsistencies or inaccuracies that catch my eye in everyday life. But spelling a simple word incorrectly on a professionally made video that is being sold to hundreds or even thousands of customers? Showing the misspelled word seventeen times? On a product that surely was reviewed before it was mass-produced?

It’s not even as if they misspelled a legalese disclaimer type of note in small print at the beginning of the instruction, or a medical term related to stretching during that part at the end. No, this was an exercise company, putting out an exercise product, and they couldn’t even take the time to correctly spell the word exercise.

I’m no exercise expert, which is precisely why the next time I star in a home workout DVD, I will first seek guidance from a professional. I don’t know if I can even continue with our new workout regimen; I may bust out in a grammar-induced rage each time I see the larger-than-life message on my 42-inch TV screen.

Take away message from my senseless rants and raves

Whatever your profession, be it brain surgery or garbage collection, if it isn’t copy writing or editing, please hire a professional to proofread your print, online and multi-media collateral or business products. LBK Designs offers writing, editing and proofreading services for your marketing material, your book manuscript or your welcome mat.

But honestly, even if you don’t use my services, at least have a friend (or two or three) do a once-over. Maybe their eyes will be more exersized to catch your mistakes.

Is your website content stale?    09.20.09

When you surf the web, do you go to sites that haven’t made an update since 2003? Of course not. Why would you? You can read outdated information in the encyclopedia. You go to the internet to get the latest and greatest. And you keep going back to your favorite sites over and over again because they keep giving you something new and shiny to look at.

Site visitors get bored very easily. They lose attention quickly. Show them an “Under Construction” page featuring a cartoon man with a hard hat once, and guess what? Most likely, they’ll never see that ridiculous character hammer his last nail into that site’s design. People don’t have time to check your website constantly, only to find that the people in charge of updates have very loosely defined “Coming Soon!” to mean anything between now and Christmas 2012.

Now that I’ve convinced you to make regular updates, you are thinking to yourself, what if I have nothing new to say? Unless your business or organization is the most stagnant group of boring people in the entire world, I’m sure you can come up with something! Here is a list of ideas to get you started.

Products and Services
Has your company grown its product or service line? Don’t overlook this opportunity to not only update your services page, but also your home page. Treat the new item as an announcement. “Whachamacallits, now available at ABC Company!”

News
If your organization is ever featured in the news (on TV, in your local or community papers or their related websites) you must link to the media source’s website, and, with permission, you can host the PDF or text version of the print article right on your site. If linking out to a media site, check every so often to make sure they haven’t archived or deleted the article you are linking to.

Client Testimonials
Did you just finish a project for a particularly happy client? Ask them to tell you in 100 words or less about their experience working with you. With their permission to publish it on your site, slap that quote on the homepage, and then link to your services page that includes the type of work you completed for them, or to a portfolio page that gives more details about that specific project.

Employees
Hire someone new recently? Has one of your employees celebrated an anniversary of service with your company? Make it an announcement on your homepage with a link to a more detailed bio page about that worker. Feature an outstanding member of your team once a month or however often suits you. Combine a client testimonial that mentions a particular employee, and then feature that person.

Blog
Are you an expert in your industry? If you’re not, you probably know enough to fake it (you must know more than some people, anyhow). Start a blog on your website. Focus on topics of interest to your site visitors, not just areas that you like to talk about. Update your blog as often as is reasonably realistic for you. Set an expectation for your readers so they know when they will find new content here. Feature recent blog entries on your homepage.

As a general rule, make sure your website content is at least as fresh as the oldest contents of your refrigerator.

Have an idea for this blog? Send it to us!

Is your printed stationery gathering dust?    04.05.09

Do you know how often I’ve used professionally printed letterhead since starting LBK Designs? NEVER.

That’s probably because I never bothered to get any printed. You may think that is a little strange, seeing as how my entire business revolves around designing graphic collateral and printed material. And maybe there have been a handful of times where having a few sheets of stationery to mail with a fancy package would have come in handy.

But the bulk (and by bulk, I mean 99.9%) of my business communication is done by email. How do I present my clients with project proposals? After going over the expectations for the project in detail over the phone or several emails, an estimate is given in writing using an electronic template. How do I send invoices? Upon a project’s completion, my clients instantly receive a PDF in their inbox.

In case you’re not familiar with electronic templates, it’s not a technical term, and maybe other companies call them something else. For my purposes, an electronic template is basically everything that would go on a piece of printed letterhead — sometimes nothing but my company logo and contact info — presented neatly in the margins a Word document (and tested for color-consistent print-outs on low-grade printers). When it’s time send a proposal, project outline, invoice, or other standard document to a client, I simply open the template, add the specifics, click ’send’ and I’m done. 

To make my life easier, I’ve created individual templates for each of my oft-used documents mentioned above; this way I can include repeated elements, such as client agreement footnotes or payment policies, and not have to start from scratch each time. I choose to create PDFs from the completed document, but sending them in Microsoft Word format is completely acceptable as well.

Not convinced? Here are electronic template benefits at a glance:

  • lower cost, less waste
  • environmentally friendly
  • ability to easily change address, phone number or even logo when necessary
  • no storage necessary
  • instant send-ability

Of course there are certain businesses and industries where printed letterhead is the way to go, and I’m not saying to never use paper again. But before you order 5,000, 10,000, or 25,000 sheets, think about whether you are accurately estimating how much you’ll use (order about a year’s supply). And if there is any chance your address or phone number will change, wait until these details are ironed out.

And just in case I’ve discredited myself as a print graphic designer, keep in mind that I often offer my clients electronic templates as part of a company identity package, which can include traditional stationery as well.

Are you monitoring your website’s success?    03.05.09

Some businesses are satisfied just having a website where they can send their customers to find more information. But others are quite interested in the statistics that are built when those site visitors start clicking.

There are a plethora of website tracking companies that gather this data behind the scenes of your website; no extra work involved for you. They widely vary in price, from those that cover the basics and are free of charge, to those that provide most intricate statistics and come with a hefty price tag.

If your website is fewer than 50 pages (and some website that are even larger), the complimentary (read: free) Google Analytics will probably meet your needs. Be sure to ask your web designer to include Google Analytics’ tracking code when building the template of your website (so that every page gets counted), and if your site has already been out there for some time, just ask your webmaster to add it. It’s never too late to begin tracking, though, without the historic data, your reference point of comparison will be later. Ask your web manager to give you access to the Analytics account so that you can set up reports to be emailed to you automatically each month or quarter, and so you can look up ad hoc tracking figures whenever the mood strikes.

Once you implement any type of tracking mechanism, how do you determine your website’s success? Some measure the number of page views or visits (a page view is counted each time a single page of your site loads, a visit is a session that can include one or more page views; consult your specific tracking glossary for definitions).

Others look at the number of unique visitors (each of who could account for several page views or visits). Tip: exclude from your tracking report the IP or group of IP addresses that make up your own company’s computers; this will eliminate all data that stems from internal traffic. (Do you really care if your employees view the company homepage each time they open an internet browser?)

Other interesting calculations include average time visitors spend on the site and their bounce rate (how often visitors are leaving the site after viewing only one page). Your tracking analysis can also shed light on where your visitors are coming from, i.e. search engines (and which keywords were used to get there) and referring websites. If you have a Google AdWords campaign, those results can be integrated with your Google Analytics findings.

The best way to determine the success of your website is to define your online goals.

  • Does your website sell products? How much money do you hope to generate through this outlet? Keep a log of your online sales and track it over time. Are people finding your site through search engines when using relevant keywords? Are your visitors able to find the products they seek once they land on your site?
  • Is there a way for your visitors to register (give you their names and other information you find useful) on your website? Keep a database of all the contacts you make via your site, and look for ways to increase registration, such as offering visitors free samples of your product or literature about a topic that sparks their interest in exchange for their basic info. Do these contacts eventually become customers? Or are you attracking web registrants who are not valid leads?
  • Is there a certain path of pages you intend for your visitors? Measure your success by examining the content drilldown report. Are visitors finding your content as expected? How can you better lead them where you want them to go?
  • Is there a specific page that spells accomplishment? Perhaps a “Thank you for completing our survey” or other conversion or confirmation page that visitors reach once completing a task. Inspect the data surrounding that specific page. Create a clear avenue that leads visitors to complete this task.

Keep in mind if using Google Analytics, that the information ultimately belongs to Google. Export tracking reports on a monthly basis and save them for your own files; as of now, Google only stores up to two years of data.

Finally, don’t just file away valuable statistics! Use these findings to make improvements to your website’s content, navigation and search engine optimization. Happy tracking.

Now you have a website—who’s going to find it?    02.11.09

Now that you have your website, you must feel really accomplished, right? Your job is far from over! So far, you, your six officemates and your mother make up the list of visitors who have spent time on your new web endeavor.

Where there is a logo, there is a URL

So how can you get your new URL out there? Let’s begin with the obvious. Anything that has your company logo on it should also have the website. This includes business cards, letterhead, fax cover sheets, advertisements, annual reports, company brochures and more. Don’t forget your email signature and other electronic forms of communication. (And you better be using your new @company.com email address and not companyname@yahoo.com!)

Make it friendly for users and search engines

Those were easy. But what else can you do to make your company’s web presence known? For starters, let’s hope your site was built by a professional designer, with content that was written for the web. If everyone has done their jobs right, the pages of your site should be adequately filled with search engine-friendly copy that includes keywords for which your customers will be searching, as well as appropriate HTML tags that show search engines the hierarchy of your content (for example, a headline is more important and more deserving of SEO juice than the copy beneath it).

But let me be clear: being adequately filled with keywords does not mean that 98 percent of the words on your site are buzz phrases of your industry repeated over and over again. And implementing HTML to appropriately improve your search engine optimization does not mean using image alt tags to hide 1,200 keywords that didn’t fit into the copy. These seedy practices are frowned upon by the search engines and will ultimately hurt your ranking with them. Play by the rules, and no one will get hurt (and hopefully, somone, i.e. YOU, will get to the top of Google!).

Besides keeping your site’s content relevant and fresh (remember, your website is always a work in progress; never stop updating, adding and refreshing!), you can also up your SEO ranks by having other sites link to yours. Is there an organization that oversees your industry? Are you a member of an affiliated association? Are there other businesses that are not in competition with yours, but whose services are related? These are all perfect opportunities to ask others to link to your website. When it makes sense, you can link to theirs as well, perhaps from a “Resources” page that your site’s visitors will find helpful. As always, be sure to keep it real; exchange links only with genuine and reliable businesses and organizations. Stay away from link farms and other linking schemes that the search engines reject.

If you can’t get it for free, there is no shame in paying for it

If you still can’t manage to reach an acceptable ranking in Google (and it doesn’t happen overnight, so be patient), there’s always pay-per-click. PPC advertising is a paid program that will bring your website to the results pages of internet searchers, but instead of appearing in the organic search area, your link will be seen in a small ad in the sponsored link section, usually at the top of the page and along the right column.

Don’t have much money in your web marketing budget? The beauty of Google Adwords and other PPC options is that you choose how much you want to spend, and you never go over that amount. Placement in the sponsored area is based on how much you bid for the keyword being searched, and your site’s natural relevance to that keyword. So it’s still important to build content-rich pages on your site.

Face it, you have to join Facebook

Finally, one of the best ways to get your website seen is through good old-fashioned networking. But the networking of today is not the networking of a few short years ago. Social networking websites such as Facebook, Linkedin, and Twitter, are easy avenues through which you can build a base of customers or leads, connect with hundreds of people interested in your services (who know others who are potentially interested too!), and spread  your business message in a viral environment. Create a business profile in one or more of these Web 2.0 neighborhoods, and manage it often.

If you’re not quite ready to jump into social networking quite yet, you can always leave it to your site visitors. Feature a “share this” button on your website, which allows visitors to share a link to your website via their Facebook or Twitter page. It’s like putting all the work in the hands of customers who already love your products. Hover over the green share button at the top of this page, and you can try it!

Why your business needs a website    01.09.09

So your company has a logo. Now what? Before you can even order business cards, your company NEEDS a website. Notice how “needs” was emphasized back there—that was no accident. In this day of technology and consumers’ online habits, a website is not an option. It doesn’t matter if you’re selling products to infants or services to seniors. It doesn’t matter if your inventory contains one simple item, if your catalog features a wide variety of complex service options, or if you’re a non-profit with the goal to raise money and awareness. You NEED a website.

Baltimore Outreach Services websiteLet’s do a quick, informal survey, just to prove this point. Our sample size will be one (you).

  1. Where do you go to gather information and read reviews about products you’re thinking of buying?
  2. How do you prefer making charitable donations?
  3. Where do you go to communicate with friends and colleagues?
  4. When you want to know more about something, what is the first thing you do?
  5. How long have you been online so far today?
  6. What are you doing right now?

I may not know you personally, but here’s my guess for your answers.

  1. online
  2. online
  3. online
  4. Google it
  5. since you got to work
  6. surfing the web

Was I close?

If you’ve never built a website, don’t be overwhelmed by the massiveness of the task. Here are a few simple steps to get you started.

  1. Determine your website’s primary audience (consumers, donors, board members, the general public, etc.) and purpose (to inform, to educate, to generate leads, to sell products, to collect donations, etc.).
  2. Gather existing content about your business (from brochures, white papers, press releases, business plans, introduction letters). Re-purpose that content so that it’s appropriate for your website’s audience. Figure out where your existing content is lacking, and make notes of what needs to be developed.
  3. Get in touch with a web designer/manager who can help you with the following tasks:
    1. Create a reasonable timeline for getting your website live. It’s important to allow enough time for each task along the way, and it’ just as important for both you and the designer to stick to the deadlines so that your content doesn’t become outdated before it’s ever online!
    2. Create a site architecture, which outlines your site’s content, and serves as the foundation for building your site.
    3. Design a user-friendly site that uses intuitive navigation and has the ability to grow with your business. Be sure your designer is up-to-date on the latest web practices and standards-compliant HTML and CSS.
    4. Build out pages that comprise a comprehensive site and incorporate your website’s goals.
  4. Unlike a print piece that is marked “complete” as soon as it’s approved for the printer, your website will be a work in progress forever. Remember to keep it up-to-date as your business expands or takes on new projects. Give your site visitors a reason to come back often.

If you need help creating a new website or redesigning an old one, please contact LBK Designs. We’ll be happy to put together a project proposal based on your needs and timeline.