8 Fan Engagement Lessons We Can Learn from Teemu Selanne

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Every sport has its stars that transcend. That make a mark so indelible that they are not just a giant in their sport, but a true cultural icon. Teemu Selanne, legend of the NHL [especially the Anaheim Mighty Ducks/Ducks and so much success for Team Finland in international competition, was one of those. And on Monday, he was inducted into the Hockey Hall of Fame.

I was lucky enough to be around him for a few years. He lit up every room he walked into, was adored by millions, and always had a smile on his face. As I’ve grown with social media and sports and fan engagement, I can’t help but now think about the lessons we can take from Teemu. So, as the sport celebrates Selanne, here are eight things (for #8) about social media and sport I learned and observed from my time around Teemu:

1) Memorable phrases and phrasing

He had so many sayings that all fans and reporters knew, and we all knew when one was coming. It was equal parts relevant, informative, memorable, and shareable. To think about how many interviews the man has given over the years overmatches even what can become a monotony of a long hockey season. The familiarity of what Teemu would say, when, and how made it endearing and connecting for fans. Just like copy or a strong hashtag can help establish a brand, so did fans’ familiarity with Teemu-isms leave us smiling and nodding in approval.

2) Philosophies that ring true

And here’s the thing – a lot of those sayings contain truths that play out in social media. One of the classics was the metaphor of the ‘ketchup bottle’ bursting, that one good thing can lead to an explosion of more success. Or maybe the idea came from his notion that continuing to just believe and work hard and ‘good things will happen.’ Social media success is a marathon, not a sprint. Not every new idea will work, but keep trying and improving, and your ketchup bottle will explode, too. And it’ll be good.
3) He made you feel like you are the most important person in the room and always understood that every fan matters

It’s such a rare trait for a superstar athlete – to be actively present. To look you in the eye when he spoke, being truly engaged, listening and responding. And oh the stories of how, when it came to fans, he just got it. He knew every meeting with an individual fan would become a lifelong memory for those fans. For many, it would become among the most memorable days of their lives. He signed countless autographs, sometimes at odd hours, and made sure every fan was worthy of his attention. The tie to social media should be clear — every individual interaction with the thousands or millions of fans on the platforms can make a lasting memory for that fan, give them a good story to tell, and deepen an emotional bond for life.

4) Relentless positivity

Things weren’t always perfect for Teemu. Sports don’t work that way. But it was rare for Selanne not to have a smile or a positive outlook on things. It permeated the room and always made you believe, in the lowest of lows, that something better was about to come. Social media in sports these days can often become self-deprecating in tough times, but when you can look on the bright side, while acknowledging the darker circumstances, it’s a win for everybody. It fuels belief and emotional investment.

5) He made people around him better’

Even when his ice time started to wane down the back nine (or, at least, the last hole or two) of his career, there was no doubt that Selanne’s mere presence on the bench and in the room made everyone around him a better version of themselves. His enthusiasm and work ethic was contagious (yes, he had to be forced to miss optional morning skates). How can someone that sits at the center of fan engagement also make every department a little better — teach them about the fans they’re trying to reach, the content and messaging that works, the feedback from active listening — social media can touch everything. Help everybody around you score their goals.

6) He shined in the big moments

Any fan of the Anaheim Ducks or Finnish hockey can likely recite a handful of times when Teemu scored a clutch goal. It may have taken him over a decade to raise the Stanley Cup for the first time, but a lot of his legacy is still defined by how he played best in the biggest and most important games, tournaments, and environments. So must social media managers shine in the brightest moments. Anticipate them and prepare or them. Have something awesome ready heading into the title game in case of a win, or when the big game comes, or when a record breaking is anticipated. Shine in the big moments.

7) Selanne adapted to changing times

Hockey in the NHL was pretty different when Selanne scored his rookie record 76 goals for Winnipeg back in the early ’90s. That gave way to the so-called dead puck era of clutching, grabbing, and traps. Then the game opened back up again, forming the combination of speed and physicality it is today, along with goaltenders that are almost literally double the size of those when Selanne first started. But he thrived through it all, excelling in any era. Social media pros don’t need to adapt with the times, yeah? Well, consider that what works and prevails and, heck, even exists, in social media today can drastically change tomorrow. The best, like Teemu, keep their basic skills strong while learning about and adapting to the changes and new elements.
8) Teemu showed emotion

Selanne wore his heart on his sleeve. You could tell he loved the game, could feel when he was frustrated, could absorb his joy in the happy times, and you saw some tears, too (including maybe some watery eyes at the Hockey Hall of Fame ceremony). There’s nothing wrong with emotion and, especially in sports and on social media, it enhances fans’ feelings about the player, in this case, or the team. It’s ok to show emotion on social media; fans can’t fall in love with a robot.

 

Gosh, I have to pinch myself for just having the privilege of even being in the same room as a damn legend and one whom anyone could be proud for their son or daughter to look up to. He embodied so much good, authenticity, and compassion. We should all hope to be a little more like Teemu and his legacy as a hockey player and a person will shine brightly forever.

Episode 105 Snippets: Dave Marek Connects a Fan Community Online and Offline with the Somerset Patriots

On episode 105 of the Digital and Social Media Sports Podcast, Neil chatted with Dave Marek, Senior Vice President, Marketing, for the Somerset Patriots.

What follows are some snippets from the episode. Click Here to listen to the full episode or check it out and subscribe in iTunes or Stitcher.

Posted by Neil Horowitz

Follow me on Twitter @njh287 Connect on LinkedIn

Episode 104 Snippets: Justin Karp Balances Social Media KPIs and Fan Emotion for Pac 12 Networks

On episode 104 of the Digital and Social Media Sports Podcast, Neil chatted with Justin Karp, Senior Manager – Social Media, for Pac 12 Networks.

What follows are some snippets from the episode. Click Here to listen to the full episode or check it out and subscribe in iTunes or Stitcher.

Posted by Neil Horowitz

Follow me on Twitter @njh287 Connect on LinkedIn

Episode 103 Snippets: Dan Marrazza Puts the Social in Social Media for the Vegas Golden Knights

On episode 103 of the Digital and Social Media Sports Podcast, Neil chatted with Dan Marrazza, Senior Writer for the Vegas Golden Knights

What follows are some snippets from the episode. Click Here to listen to the full episode or check it out and subscribe in iTunes or Stitcher.

Posted by Neil Horowitz

Follow me on Twitter @njh287 Connect on LinkedIn

4 Years of the Digital and Social Media Sports Podcast: Key Lessons from the SMSports Pros, Part 9

It has been a privilege and a pleasure to attempt to cull down insights and wisdom gained from over four years and 100+ episodes of the Digital and Social Media Sports podcast. The learning is a never-ending process, there is more innovation and experimentation and change happening daily, and all we can do is keep up, enjoy the ride, and navigate this wild but fun world together.

See part 1 herepart 2 here, part 3 herepart 4 herepart 5 herepart 6 herepart 7 here, part 8 here, and stay tuned for the consolidated e-book!

  • Creating emotional connections between fans and players is powerful

    It’s always powerful to hear about content and campaigns that transcend the game. Content that fans connect with on a deeper, emotional level. It’s not easy to produce and takes earning trust and buy-in from the team and the players. The best way to do that, I’ve learned, is to clearly communicate what  you’ll be doing and why and to let the athlete dictate, at times, some of the creative direction. The social media pros that have had success here have that connection with players and have earned that trust. They help all sides realize that everybody is on the same team, with mutually beneficial, and intersecting, goals in mind.

  • If fans don’t engage with your content, they’re engaging with somebody else’s

    There is still a lot of strategy revolving around the tune-in. But there sure is a lot of content consumption happening on digital and social channels and the days of only saving your best stuff for the linear broadcast are ebbing, if not over. But fans want content before, during, and after the broadcast, they want the content that isn’t always candy-coated. A sometimes divisive theme over the years has been the conflict of wanting to drive fans to specific channels versus offering content on any preferred channel (and packaging it properly). It can sometimes mean challenging an executive or a traditional way of thinking, but FOMO typically wins out in the end.

  • Look for insights that come with the wins and the losses

    While it particularly stood out in a conversation with Washington Redskins Digital Media Analyst Geoff Blosat, a compelling insight that has arisen in conversations over the years has been to learn from the tougher times. Learn from the good times, too, of course, but the different atmosphere around a fan base after a loss can often reveal what keeps their attention and affection, regardless. Experiment, find positive emotions and reinforce their devotion to the team. No matter what tactic a team takes, and no strategy is necessarily the right nor the same, it’s important to look at the data – not just from the big ones with the big metrics, but the ones that stand out, too, even in the down times.

 

  • Content that follows fan interests

    Social media can be a place to cultivate a community, but also to learn from the community. Be aware and proactively listen. What are fans talking about, retweeting, commenting on the most, reacting to? Remember that social media can be your free focus group. Don’t take everything on social media as gospel, but it is a direct channel to fans and a place to discover what fans are saying and thinking about you, the team, the experience, and the brand.

  • Make the most of all of your content. All of it

    One of the best and most interesting evolutions of social media over the years has been he rising popularity of raw, previously cutting room floor content. The side stuff, the making of the polished story, the in-the-moment video that is captured and shared seemingly on a whim. Another area to watch in this ecosystem is trying to maximize the value of great content, including amplifying an Instagram Story, or developing something that starts serendipitously on social media into a wider, multi-channel theme or campaign.

  • Creating evergreen videos often needs to be a puzzle built with pieces

    There’s a lot of content created in the moment, but also a lot of content in the can for future use. And the best content creators make the most out of everything they have, while also remaining ready to pivot on a dime and react to news or changes. I’ve been able to have some fascinating chats with pros specializing in video for digital and social and in-game. If a player gets traded, if marketing wants to promote a certain player, if you want to able to re-package content – it can help to create content in an organized, cohesive manner, where pieces fit together, but can also be repurposed apart and inter-changed.

  • Not all content should look produced

    So many times we’ve heard on the podcast about creating content for platforms, and knowing what fans expect there and how people use the platform and speak on it. The best put in the effort and do not just press send simultaneously to fire content to a number of places. And a polished piece of produced content isn’t always what fans want. It should look like it belongs there. And as we simultaneously serve so many different channels, it’s important to remember how content is supposed to look here, and deliver it.

  • Different platforms require different measures of success

    Engagement rate, views, shares. These terms comprise common KPI’s for social media and sports pros, but a key insight emphasized to me by some of smartest pros over the years is that measurements across platforms are not apple to apples. A view on YouTube vs. web vs. Facebook or any other channels is not the same thing or same level of engagement, and it would be foolhardy to treat it as such. Comments on Facebook and Instagram are not the same thing as replies on Twitter. Screenshots on Snapchat, quote tweets, retweets, snapbacks, and, well, there is a lot of metrics out there and, while all agree it’s essential to measure social media, it’s just as important to understand the context of the metric, and to allow it to inform strategy and content appropriately. I’ve heard many definitions of engagement over the years – there is no single magic metric.

  • The value of benchmarking your social media content

    With all that said in the above point on data, another compelling idea brought up has been benchmarking. That doesn’t mean going by the book with every eMarketer report, especially in the unique world of sports and social, but it does mean one can and should benchmark against their own content (and the content and success of one’s peers). Sports is often a work of routine, but if you can tweak some variables each week, as you go through the next routine, you can really get actionable insights about what’s working, what’s not working, and what adjustments are moving the needle in the right direction, and therefore worth iterating or building upon. If there’s one goal we can all share, it’s to beat yourself every day and every week on social media, set new records, and find new things that work.

  • Making sure fans get quality when they come to you and your content every day

    The consumer is in the driver’s seat now more than ever, and the paradigm isn’t reverting back anytime soon. With so many posts in the feed, so many videos to watch, stories to swipe through, and content to click, fans are making economic decisions as they decide whose content to engage with. This not only means there is a need to make fans want to come to you, but also to make sure, when they do decide to look at your content, the experience is always awesome. Go mediocre once, or worse, and that weighted variable in the equation with which fans sub-consciously decide what to do with their time, whose content is worth clicking on, can decrease. Many feel the compulsion to post something always, to not forego reach. But the long-terrn must always be considered. Give fans crap once and many may never come back.

  • Always coming back to content fans want

    There is no content that falls into the compulsory category anymore. Users have too many choices and more power over what they consume. Most pros that work in the space develop an intuition for content and for how their fans will engage with, or not engage with, content. But when all content – every post, every graphic, every video – meets the standard of content fans want to see and not content they have to see in order to get the good stuff – that’s a win for everybody, and the new standard today. A key question I’ve heard again and again is whether this content is quality, and understanding fans will sniff out the crap.

 

After all the conversations, all the lessons learned, the deep dives and real-life anecdotes, it all just comes back the fans. If it’s using a specific platform, creating a content campaign, integrating or activating a sponsor, imagining a game experience, one will always be steering in the right direction if the answer is yes to the question of is this the best thing for the fan? Something they would want or enjoy? The trick is to be brutally honest, and not let bias or a gut feeling gone wrong get in the way. And to be a student of it all, to obsess over every ways a fan touches the team and the brand, and how to enhance it and deepen it. A constant curiosity has led me to dive into the generous and smart social media and sports community to pursue this podcast and the incredible interviews I’ve been lucky enough to do and people it’s been a privilege to meet.

Who knows where we’ll be four years from now. But I can guarantee we’ll still be obsessing over the fan. There will be more creative content, more knowledge about what fans want, a higher standard for innovation and execution, and the acceleration will only continue. All we can do is share more, have more conversations, connect with others, and do something that matters every day. That’s the best kind of engagement.

4 Years of the Digital and Social Media Sports Podcast: Key Lessons from the SMSports Pros, Part 8

The more I look back on four years and 100+ episodes of the Digital and Social Media Sport Podcast, the more I appreciate how lucky I’ve been to connect with so many incredibly bright, generous, talented individuals that work in this space. It’s an awesome community, and so I hope to give back just a little by continuing to summarize some of the best insights I’ve gleaned over the years and the chats. This is part 8.

See part 1 herepart 2 here, part 3 herepart 4 herepart 5 herepart 6 here, part 7 here, and stay tuned for more!

  • Defining fan cohorts can be instrumental to effective strategy

    Many are wise enough now to realize that generalizations about large swaths of people like Millennials are often foolhardy, if not irresponsible. But it doesn’t mean recognizing common traits among your fans to better create and position content and marketing doesn’t matter. Because not all fan or customer bases are created equally. There are different reasons they come to you, different motivations and interests. This was clearly spelled out in an enlightening interview with Kurt Stadelman of EA Sports, who laid out the ideas behind the way they create content and marketing, looking at a few well-defined cohorts the company targets and serves. This is not just a good concept for EA Sports, but can be applied to anyone in social media and sports, evaluating the cohorts amongst their fans.

  • Traditional PR still matters for sports businesses

    As much as we recognize the value of what happens on digital and social media, there is something to traditional media, particularly linear TV, that establishes legitimacy, even if greater reach can be achieved on digital platforms. You know something has made it when it hits a TV broadcast or show, and it’s still a coveted platform to reach fans and consumers. It’s something important to keep in mind, even as it diminishes, and was a key insight from a chat with SportTechie’s Diamond Leung.

  • Driving sales on social is not just posting links and Buy Now CTA’s

    News flash: the majority of ticket sales do not happen on or from social media. But there are a lot of fans on social media that will buy tickets. It has been a motif in many interviews I’ve had over the years, and that is the notion of how social media is used best – as a tool to drive interest in the team and the games – not as a tool to post endless sales messaging and glorified ads. There is something to be said for making ticket sales a single click away, to eliminate friction, but too often the expectation that the path from social media engagement to purchase is linear, and downright irresponsible to think more sales will come from posting more sales messages. Create that makes fans excited about the game and the team and the atmosphere and the giveaways – and they’ll buy tickets, with or without you posting that daily link.

  • Social should be relevant for fans everywhere

    Fitting in the category of good problems to have, several social media and sports pros face the challenge and the opportunity of engaging fans that live within minutes of the stadium or arena or track, and fans that live in another state, country, or continent and who may never attend a game. While social media is becoming more localized, which is another subject altogether, it remains a charge of the pros to create content everyone can enjoy and to make everybody feel like they can be close to the team and part of the community. How are you relevant to fans next door? How are you relevant to the fan miles away? Ones at the game and not at the game? Important questions to consider.

  • Learn from what doesn’t work as much as you learn from what does

    It’s natural to celebrate the social media successes, the posts you circle, screenshot, and showcase. The ones that get engagement rates worth talking about. But not every idea is a winner, nor should it be. Experimenting and failing is part of the game when trying to innovate. And a key insight I’ve picked up over some conversations with smart people is to pick out the failures, and learn from them. Was it the way content or the idea was presented, a player or type of content not getting love, a time of day that never seems to work well, or whatever it may be. It’s often said to do more of what works and less of what doesn’t. But the first step is identifying and learning from both sides of the coin.

  • Show up for the moments

    So much of success in social media can be speed, but more importantly it’s about being ready at the right time, when emotions are flying, to deliver. Anticipate the moments and prepare for them – visualize, game plan, imagine the perfect scenario unfolding and what you would have at the ready for it. Consider all angles and goals, all creative and platforms, and all the PR-minded and marketing considerations to take into account. It’s not easy to be ready for the moments, but the best consistently are.

  • There is value in reaching a unique, coveted audience

    We’re all often chasing the highest number in the most efficient manner. There’s nothing particularly wrong with that. But it gets more strategic when you think about the actual audience you’re engaging and if it’s right and, therefore, the best use of resources. Not every platform is the next big thing, but any platform that gets an engaged, considerable user base is worth evaluating to determine if the users there right for you. Everyone is chasing the same thing – attention – but not everybody covets the attention of each audience equally. This is a key consideration, I’ve learned from many, when looking at where to spend time and resources in an increasingly crowded social and digital world.

  • Learn from outside sports

    It’s easy to get immersed in sports – the daily routine, the fact that most of your own feed and network is all about sports. But there’s a lot of smart, innovative stuff happening outside sports on social media, as well as a treasure chest of lessons to learn. It may be a new way to use a platform, a clever engagement technique, a marketing campaign that is driving good results, eye-catching creative, and so much more. The best in social media are constantly learning, on the hunt for knowledge and ideas and insight. You can never stop being a student of social media – in and out of sports.

  • Understand the sponsor’s goals when creating sponsored content

    A lot of stories start with sponsor deals that call for “x” number of social media posts. But, thankfully, much has evolved since then, sponsor teams are now working more in tandem with social to assure better content for the fans and, just as importantly, the sponsors. But it’s not just about a creative play on words or a branded top play. The best truly understand what the sponsor is looking to accomplish, what their digital and social strategy and is like, and what success will look like to them. Doing social media sponsorship means being a student and doing the homework of researching and understanding the partner, and then thinking about what their objectives and how to drive metrics to accomplish them.

  • Relationships, relationships, relationships

    It’s no surprise that the topic of relationship building – what networking should be about – has been a common motif over the years on the podcast. I am particularly struck by those that seek relationships an relationship-building opportunities, whether in-person or via social channels, especially for the more timid. The hardest part is just doing it – and you’ll find, much like how I get generous people to come on the podcast, most pros in this space, this community, are open and eager to help. But the best relationships, too, are not about taking. Don’t always network with ulterior motives, meet smart and cool people in your space, learn from them and let them learn from you, and make relationships with people that would call you for coffee if they were in town. You’ll always get further with people than with business cards.

The value of ‘accidental’ exposure

While it’s always important to engage your avid fans, there’s certainly value with those moments or that content, which reach beyond – to the casual fan that may take notice and begin a journey on a spectrum to increasing interest and avidity. It is a goal on the minds of social media pros – not the only goal, but certainly one of them. Some call it virality, but it’s more about finding content that’ll make someone say wow, make someone feel the need to share it or tell a friend about it, and make someone want to come back and sample some more. It can also go to another magnitude when an influencer, or at least someone with a large reach, shares your content. It’s always welcomed, but can’t be expected to achieve great levels of accidental exposure. But you can certainly tip the scales in your favor.

Episode 102 Snippets: Karen Freberg is a Student and a Teacher of Social and Strategic Communications

On episode 102 of the Digital and Social Media Sports Podcast, Neil chatted with Karen Freberg, Associate Professor, Strategic Communications at the University of Louisville.

What follows are some snippets from the episode. Click Here to listen to the full episode or check it out and subscribe in iTunes or Stitcher.

Posted by Neil Horowitz

Follow me on Twitter @njh287 Connect on LinkedIn