So, you want to sell to the federal government?

Good. Every year, Uncle Sam and his army of acquisition specialists have money to spend to achieve the critical missions of the federal government. In 2014, the most recent data available, the federal government spent nearly half a trillion dollars on contractors.

But there’s still another question left.

Who are you selling to? And I don’t mean which agency or which department. I mean, who?

Every contract issued by the government has a signature on it, an actual person who has selected your company to provide a product or service. Behind the signature are a small group of influencers. So, of that half-trillion dollar enterprise, your opportunity probably has been shaped by fewer people than are on an NFL roster.

So we ask again, who are you marketing to? Are you marketing to The Government or are you marketing to those who matter?

Why Personas Matter

Federal contracting is its own subspecies of marketing. We don’t have the intense feedback cycles or as many point-of-sale validations.

At Bluetext, we’ve helped dozens of clients reach the right government customers with carefully designed strategy backed by creative that makes an impact. It’s not always the same as business-to-business marketing or business-to-consumer, but one area that never changes is persona creation.

Why?

The government is not a single entity. It comprises agencies and departments, which in turn comprise directorates and activities and program management offices and thousands of personnel who play a role in acquiring products and services on behalf of the government.

How you reach them all won’t be the same. The avenues available to market to a program manager in the access-controlled world of the Intelligence Community, for example, won’t be the same as those available to reaching a director at the National Institutes of Health. Their missions aren’t the same, their needs aren’t the same, and their pain points aren’t the same.

Even within your target opportunity, your approach must vary.

Unlike traditional commercial services marketing, where you may aim for a thousand buyers of a million dollar contract, in federal marketing you’re more frequently aiming for one sale of one 100 million contract influenced by a dozen people. Not only does the persona exercise of understanding who your buyer is matter in fed tech, it matters even more.

Government Personas, in Four Broad Strokes

Directors and Deputy Directors and High Ranking Government Executives

This is typically the big ideas crowd.  They’re usually looking for what’s next. Their interest is less day-to-day and more focused on how to better achieve their agency’s mission. Major changes begin at this level, whether it’s a product like a weapon systems or the federal cloud-first mandate, which has reshaped federal IT since its issuance by the then Chief Technology Officer of the United States. In the Intelligence Community, the largest IT transformation in its history began as a plan issued from the Director of National Intelligence.

Be bold and be visionary.  If you want to radically change the government’s mindset, this is where you enter the bloodstream. Personnel in these positions aren’t always technically savvy and often have a more generalist approach to their departments, but they’re always eager to find the next great idea. They’re intensely focused on mission achievement, so help them understand how your solutions helps them better achieve the department’s goals.

Contracting Officers & Program Managers

What is a contract for your company is a career decision for contracting officers (COs) and program managers. On most acquisitions, the PM and the CO (or KO, as it’s often abbreviated, particularly in defense) are the most important decision maker. The program manager will be responsible for oversight of all the requirements in the proposal and of its execution once underway. The CO/KO can later modify the contract to add scope.

While PMs and COs appreciate the big idea, they are also intensely interested in the nuts and bolts and your capability to deliver. Every contract is an act of trust between these two positions and your company. These are experienced government personnel with whom you’ll want to build a long-term brand relationship. Depending on the size of the contract, they may not be subject matter experts in all technologies involved, but will likely understand enough to separate contractor-speak from actual capability.

Acquisition Influencers

For competitive bids, acquisition is done through an evaluation board which helps advise the source selection authority on its choice. Acquisition influencers are often subject matter experts and will be interested in the details. While their interest is in the proposal before them, your marketing should include this group as well. Are there third-party validations you can include to bolster your technical credibility, such as CMMI appraisal or AWS or Microsoft organizational certifications? Is your accounting system approved by a government auditor?  Can you demonstrate applied expertise in your area of work, through white papers and blog posts? The big idea is great, but this is the group that will pop your marketing balloon if your big idea is all hype and no substance.

End Users

The role of a federal contractor is never simply IT for IT’s sake or product for product’s sake. It’s about empowering the end-user to achieve agency mission. And while the end-user, be it a help desk technician, a service member or a scientist, won’t sign a contract, their opinion of your product or service, particularly once it’s in use, will heavily influence whether it continues to be in use. Prior to acquisition, a groundswell of support could be cause for a pilot program. Market to the end-user’s pain points, rather than a technology-first view.

Every contract is different and Bluetext has helped dozens of clients craft specific marketing strategies by agency and by opportunity.

But like all marketing, it doesn’t just start with the what, it starts with the who!

In their drive to attract, engage, recruit and ultimately retain new members, Association marketers are facing added competition not just from other trade associations, increasingly they are being squeezed by for-profit commercial businesses that have ramped up their own efforts to attract this same audience. One of the primary services that associations offer to their members is information, in the form of content.

The majority of the critical information that members used to get solely from an industry association today can be easily found and obtained elsewhere—and typically free of charge with no annual membership fees. The American Heart Association for example – once had a near exclusive lock as the sole source of premium content for all things related to the heart. That role kept membership strong and growing. They now are now facing increasing competition for share of mind from hospitals, medical groups, for-profit businesses and manufacturers of prescription drugs for the treatment of cardiovascular disease. As more competing content sources compete for mindshare, the less valuable the association becomes as a leading resource for information – let alone a ‘paid’ resource.

Associations and nonprofits should look at this as not just a challenge in terms of member acquisition but also as a major threat to their member engagement and retention strategy. And what aggravates that is the fact that many lack the resources and strategy to run robust and ongoing integrated member acquisition and retention campaigns to keep existing and prospective members engaged.

The bottom line is, Associations can no longer rely on historical or traditional tactics to acquire and retain members – they need to get into the content game and start producing fresh, relevant content to drive traffic and engagement. This is not a simple task—it takes a disciplined approach that regularly creates and distributes new insights, ideas and information, packages them in a concise and compelling way that attracts attention, and communicates the value that the content delivers to its members. And    to be truly be effective, that content must also be search engine optimized to make it easy to find, and properly coded with relevant keywords in key areas of the site that Google is looking at, including page URLs, page titles, and content across the association’s website. When this is done properly, a dashboard can be set up to track, measure and optimize engagement and conversion of the content marketing program.

With organizations of all sizes jumping into the content game – it is absolutely critical that you begin a smart content marketing strategy to re-capture and retain the membership base and reclaim your stake as the dominant voice of your industry.

It’s October. That means CyberSecurity Month. Unfortunately, the breaches are getting more severe, with global companies dominating the headlines. So what should companies do for CyberSecurity month?

I am not a cybersecurity technical expert, but my company does have a lot of experience working with cybersecurity software and services organizations to help them drive brand awareness and visibility. I am not here to educate on the right technical architecture or newest solution that should be employed, but instead list several ideas that marketers of cybersecurity companies can do to differentiate in a very crowded market.

1. Don’t Rely on Just Words to Differentiate. Visual storytelling to create an attitude can help a company stand out from the crowd. Our team had the opportunity to work with Sourcefire twice to rebrand the company. The second time we created a series of animated brand elements to represent their key areas of focus and differentiators that you can see on their website today at www.sourcefire.com. Things turned out pretty well for Sourcefire, as they were acquired by Cisco in October 2013 for close to $3b.
2. Attack Vertical Markets Aggressively. We recently completed an exciting project with FireEye, one of the most successful cybersecurity companies of 2014, to create vertical focused videos that target specific cyber challenges found across key verticals. The videos, built in a 3-D world, focus on the concept of “We Don’t Blink” and visually tell the story about how the company is re-imagining security.
3. Take the Message to Your Customers. There is a growing challenge, especially across the public sector market, where potential customers are not going to events and therefore cannot learn about the solutions that vendors are bringing to market. For Intel and McAfee we designed a virtual Federal agency environment called www.futureagency.com, so that prospective customers and partners could learn directly from their thought leaders in an engaging digital environment.
4. Take on Your Competition, and Have Fun Doing It. While this example is not cybersecurity related, many cybersecurity marketers face a similar challenge as Citrix did when they hired us a few years ago to take on their largest competitor. Their solution was better, but they were getting out marketed. So we launched the Rumble In the IT Jungle, a channel driven campaign to demonstrate their product superiority in a bold way – check out http://www.rumbleintheitjungle.com/game/boxing.html

When you are competing in a crowded market, it is not enough to say that your product or service can “out feature” the competition. You need to get creative. You need to get bold. And you need to get moving fast, as the company just down the street is already thinking of their next move.

User experience (UX) as defined by Wikipedia involves a person’s emotions about using a particular product, system or service. User experience highlights the experiential, affective, meaningful and valuable aspects of human-computer interaction and product ownership. Additionally, it includes a person’s perceptions of the practical aspects such as utility, ease of use and efficiency of the system. User experience is subjective in nature because it is about individual perception and thought with respect to the system. User experience is dynamic as it is constantly modified over time due to changing circumstances and new innovations.

The two most critical points of Wiki’s definition are that users are individuals each with unique goals and behaviors – and that user experience is dynamic. In the name of user centered design principles,  however; designers often segment users into personas based on similar (vs. individual) goals and behaviors that ultimately define a user experience that’s good for the masses some of the time rather than best for each individual user all of the time.

This definition of UX is also guided by the principle that there are real humans standing behind every brand or product. And while a great UX continuously learns from its users to deliver a more intuitive, human centered experience – thanks to AI –  it no longer requires an actual human to deliver it.

And like AI – which ‘learns’ how to avoid design ‘mistakes’ by memorizing the experience of every user – UX is in itself a designer’s primary source of human intelligence that, if properly applied, will recognize patterns in human interaction to mitigate frustration and optimize usability.

What this means is that ideally, designers should continue to employ traditional user centered design principles to lay the groundwork for major design decisions, and at the same time, leverage AI to continuously calibrate incremental changes to that design in real time based on the individual goals and activities of every user.

The compound effect of applying AI to UX in this manner will empower designers to humanize the customer experience for each individual user and usher in a new age of a dynamic and truly utopian, user centered design methodology.

Looking for an effective approach for your social media strategy?
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Google has done it again, quietly making a significant change to the way its algorithms process Google AdWords that could be significant challenge for digital marketing if not understood and managed.  At Bluetext, we closely monitor all of updates to how the Google’s search engines returns query results, and we have posted a number of blogs to let our clients know about these changes and how to address them.

This time, it’s a little different because this change, which Google announced on March 17, addresses AdWords, the tool companies use to implement their keyword purchasing strategies, rather than a revision of its organic search functionality. With this change, marketers may need to adjust their spending programs for purchasing the keywords that drive traffic to their sites.

In the past with AdWords, marketers would select a set of short-tail search terms that would be part of their search advertising mix. For example, a hotel chain might include simple key phrases like “best hotels in Nashville,” mirroring the way customers search for a list of places to stay. Up until the latest change, that exact phrase would drive the Adwords results. But Google has decided that people don’t always type their searches as that exact phrase, dropping the “in” by mistake or even misspelling it as “on.” As a result, Google has decided to expand its close variant matching capabilities to include additional rewording and reordering for exact match keywords.

What does that mean? In layman’s terms, Google will now view what it calls “function words” – that is, prepositions (in, to), conjunctions (for, but), articles (a, the) and similar “connectors” as terms that do not actually impact the “intent” behind the query. Instead, it will ignore these function words in Adwords exact match campaigns so that that the intent of the query will be more important that the precise use of these words.

Sounds like a good move, because if you search for “best hotels in Nashville” or “Nashville best hotels,” the result will be the same in AdWords.

But what if the search is for “flights to Nashville,” which isn’t the same as “flights from Nashville”? Ignoring the function words “to” or “from” would change the purpose of the query. Google says not to worry, its algorithm will recognize the difference and not ignore those words since they do impact the intent.

Hopefully, Google will make good on that promise. But advertisers who have been briefed on this revision aren’t too certain. Their carefully constructed AdWords investments might take a hit if the function words are not managed precisely to meet this new approach.

We like the old adage of “Trust but verify.” While we take Google at its word, we know there are always growing pains with these types of revisions. For our clients, we are recommending that they carefully review the terms they are including in their AdWords mix. Our advice: Be as precise as you can and factor in how these functions words might be perceived before pulling the trigger. Losing traffic to your site because of placement of a simple word should be a real concern.

Want to think more about your adWords, search and SEO strategies. Bluetext can help.