Why Best Practices Are Not

I hear the terms “best practices” and “think-outside-the-box” quite a bit, from colleagues, to vendors, to clients. The problem is, even thought I hear them in the same sentence, they are exact opposites. “Best practices” is a set of standard to be applied to any scenario, in other words: a cookie cutter solution, or an off-the-rack suit. Outside-the-box thinking is a new solution not based on existing standards, a custom suit. While I often find that clients and vendors say “outside-the-box”, they don’t really mean it, they mean something clever that is still very much in-the-box. I get it. I don’t blame them, an economy like the current one isn’t exactly a fertile place for people to take risks.

“Best practices” is a bit more disturbing. The term is being used as a value proposition or a differentiator more and more. The problem is that the world has changed. Social media has changed it. I’m not talking about Twitter and Facebook, or any of the technological aspects of social media, I’m talking about users. How a consumer interacts with a brand or vendor has changed, not just online, but in every facet of their lives. Consumers want communications on their terms. Users won’t just watch your commercial and go to your stored to make their purchase. They’ll Google for reviews, they compare prices, they’ll tweet for feedback, they jump to another brand because they had a better mobile site or switch stores because they got a coupon in the mail that day. People understand the power of the Internet and understand that they can get personalized attention. That understanding has led them to be more critical of customer service not just online or by phone but in brick and mortar stores.

How do you stand by “best practices” when there is so much diversity in the abilities, needs, and desires of your audience? How do you do it when your brand is not like other brands? I read a recent blog on “best practices” that claimed the optimal screen size for a web site’s design should be 1024×768. Well, my mother’s computer would only support 800×600, my go to web browser is 320×356. So, which is  the standard? The fact is, none are. Lazy developers, designers, and marketers like to fall back on “best practices” so they don’t have to do the work of getting to know their audience, or to avoid developing multiple options for different audiences. This blog is set up for 1024×768 as well as 320×356. That’s because I know my audience has a fairly new computer (2-3 years old) or a mobile device.

This is just an example of the problem with “best practices” from a technical web design standpoint, now think about social media. Twitter has alot of trouble telling us how many active users they have. Some access Twitter via www.twitter.com, others through any number of third party sites, desktop and mobile apps, and some through SMS. If this creates a nightmare of technical issues, think about the millions that use Twitter, their interests, their lifestyle, their content, their intentions, their networks. Think about the idea of transparency. That’s a big buzz word among social media experts. It is claimed to be one of the tenants of social media best practices. I just had a lengthy discussion (lengthy for Twitter anyway) with another Boston social media strategist about content of social media. He claimed that venting publicly about your insecurities was a sure way to lose business. In that respect, transparency is not a best practice, clearly you should not be transparent about your insecurities. But as another user commented, this is hypocritical. The originator of the comment claimed that it was fine for Twitter but not for a corporate blog (though Senator McCain would probably disagree with transparency on Twitter being okay). Even just in this one opinion there are significant differences in what is considered best practices on Twitter and best practices on a blog. However, if you’ve found that being honest and open is actually goof for business, how does best practices apply? It doesn’t.

The fact is that everyone is becoming a marketer, if not for their business, then for themselves. And everyone is a consumer, even businesses. Each has to define it’s own strategy according to it’s audience, goals, mission statement, desires, etc. What works for some on Twitter doesn’t work for others on Twitter. Your Facebook widget isn’t going to work on QZone. What feels comfortable for some individuals and brands in social media, doesn’t sit well with others. A soft-sell marketing strategy works for some industries but not others.

So, take your “best practices” and put them back “in-the-box” where they belong because some times you DO have to reinvent the wheel.