Kendall Copywriting is 6!

I’m another year older and a tiny bit wiser. Kendall Copywriting has now been trading for six years.

It’s been another good year packed full of copywriting. I’ve written web pages, brochures, tweets, Facebook updates, blog posts, presentations, posters and white papers for:

  • PowerVote
  • Acas
  • WWF
  • Maggie’s Cancer Caring Centres
  • GS1
  • Hampshire and Isle of Wight Wildlife Trust
  • MBA & Company
  • TBSCG
  • Allianz
  • Mercedes Benz
  • smart (cars)

- and many more!

 

It’s official: hype is a turn off

I’ve always encouraged my clients to use copy that is positive without being hyperbolic and promotional without being desperate.

To me, it seems intuitive that audiences are turned off by companies that over-sell themselves or litter their copy with bombastic language. Hype and superlatives might sound great to you, but to many of your potential customers those words sound like empty promises. Instead of inviting a reader into your world, those empty words create a barrier that your business can hide behind, leaving readers to wonder what else you’re hiding.

A recent study of branded content found that a significant majority of people trusted branded content, but their trust evaporates in the face of blatant self-promotion.

Factors which are guaranteed to turn off your readers include:

* Not being honest about the brand behind the content.

* Talking down to readers.

* Ignoring other arguments or viewpoints.

Thanks to Contently for writing the original article which inspired this post.

So you’ve got a website. Now the work starts.

Building (or buying) a website is really just the first step. The work doesn’t end there.

Assuming that you want to be found online, you have a lot of work to do.

So, what should you be doing to ensure that your website is found by your potential customers?

1: Update your content. Look at your website regularly. Is it up-to-date and accurate?

2: Blog. If you have a blog, make sure you have a plan for updating it. Who is in charge of creating your blog content?

3: Be sociable. Share your blog posts online and join discussions with your professional community.

4: Plan for future content. What kind of information do you want to share online? How does this content support your brand or your business objectives?

5: Review and remix. Websites are easy to change, so if you discover that you need a portfolio, or case studies, or staff bios, don’t hesitate to add them. Your website can do an amazing job of reassuring your potential customers, but only if you add the right content in the right places.

Leif Kendall / Kendall Copywriting does not use Elance…

My name has been used to defraud freelance writers on Elance, and I would like to make it clear that I do not use Elance and anyone receiving a message purporting to be me (on Elance) should report the activity to the Elance administrators.

On Friday evening (30 May 2014) I received an email from a freelance writer based somewhere in the USA who was angrily demanding money from me. I’d never heard of her, her project (descriptions for fancy dress costumes) or the intermediary she was engaged through.

Following this email I received messages on my blog, on Twitter, on a scam website and via a freelance group that I belong to (The Farm), all from people claiming that I was refusing to pay them.

Gradually it became clear that someone was claiming to be me and recruiting a variety of freelance writers (all on Elance) to do various projects. So now there are 3 or 4 writers who believe that I have defrauded them.

The truth is that I know nothing about any of this, and have never even used Elance (I may have registered once…).

I have since referred this matter to the police in the UK via their Action Fraud service. I have a crime reference number which anyone affected by this matter should also use.

I do not use Elance, or any other online freelance marketplace. If you receive a message via any site other than this domain, please ignore it or report it to your authorities.

I’m currently speaking to Elance about this matter and am hoping that they can bar anyone from using my name on their website again.

 

You should divide your web budget between design, development and content

When you plan your website, how much of your budget do you assign to the content?

Too many organisations spend thousands of pounds on the design and development of their website, but fail to budget for content creation and management.

But what is the point of having a great-looking and easily-navigable website if the content is weak, or wrong, or off-message?

It’s hard to attribute a value to quality content, but it’s easy to see that while great design can impress potential customers, the design can’t tell people what you do, or what makes you unique. Nor can great design answer the questions that your potential customer have.

Great design is an essential component of a successful website, but without well-planned and well-executed content you have a pretty brochure that says nothing about your business.

If you want a website that is more than a costly but beautiful artefact, spinning in space, you need to think carefully about your content. 

And if your budget is tight, why not consider spending less on the design and functionality, and spending more on the content?

Highlight the benefits (How to be your own copywriter)

be-your-own-copywriter

When you write about your products or services, tell people how your offerings can change their life, or improve their business.

Remember that when someone buys your fridge they are really buying food and drinks that are cold, fresh and free from bacteria. They are buying convenience. Nobody wants a big white box, but everybody wants food that’s free from mould and safe to eat.

So if you’re telling someone about your new iPhone app, tell them what it does AND why it’s functions are so great. How does the app improve or alter the user’s day-to-day existence?

You can highlight benefits in different ways. You can talk explicitly about the benefits, like this:

Benefits of Dave’s Fridges:

-  Your food stays fresher for longer 

-  Efficient freezer function saves energy and cuts your costs 

-   Easy-clean anti-bacterial coating

Or you can blend benefits into a more general discussion of the product, like this:

Dave’s Fridges offer rapid-cooling and an anti-bacterial coating to keep your food healthy and free from bacteria.

However you do it, make sure you get beyond product features and tell people exactly how they will benefit by buying your product or service. Don’t expect your reader to be able to guess the benefits.

 

Accepting criticism and feedback as a copywriter

I always tell my clients, “I’m not really writing for you; I’m writing for your customers, or your supporters. They are the most important audience.”

But recently I’ve been thinking about how a copywriter has to juggle the needs of a client’s audience with the need to appease and satisfy client-side stakeholders.

For example, I can’t get away with just writing copy that will work for my clients – I also have to please them sufficiently so that they accept my suggestions and use my words to represent their business. If my clients don’t like the copy I provide, they won’t use it. My clients might have bad taste in copy, but to a certain extent I have to please them in order to help them.

Of course, no self-respecting copywriter is going to submit weak copy just because it’s what the client wants; the challenge is to lead your client towards a middle-ground where they get what they want while you also get to deliver copy you can be proud of.

So here are my tips for accepting client feedback and moving towards a result that pleases everyone.

1: Try your damnedest to see their point of view

This is difficult to achieve, but you must try. Even if you think their feedback is wrong or ignorant or misguided, you must try to understand their point of view. Why do they have wrong-headed views about the copy? What informs their opinion? Where did they get their ideas from?

2: Try to agree with their comments

Play devil’s advocate. Imagine that your client is entirely right and you are completely wrong.  Consider the feedback from every angle – but start from a point where you assume they are completely right. Will them to be right. Pray for them. It’s much easier to roll with a client’s punches than to fight back.

3: Be gracious in your communications

Remember that the copy you wrote is now a business tool. It’s not poetry. So even if you do feel hurt by a client’s criticism, take a few deep breaths and let those feelings fly out of your body.

4: Focus on the things you can accept and agree with

Instead of responding to feedback with justifications and combative comments, start softly and positively by talking about the points you completely agree with and understand.

5: Discuss contentious points carefully

It’s entirely right and proper to  resist any changes that diminish the copy, but do be careful how you argue. Be gentle, give evidence for your arguments and remember that your client knows their business and their customers better than you.

6: Remember that, after all, it’s their copy

If push comes to shove, the client won’t use any words that they don’t believe in. You can nudge a client towards the copy you think they need, but you can’t force it on them.

 

Do you have any tips for handling criticism and getting your client’s approval?

Writing for WWF International – new case study

I was thrilled to get a chance to write for WWF International last year.

WWF were busy with a number of global campaigns and their in-house team needed a little support. I think they also valued having some fresh ideas from someone not immersed in the world of conservation – which I hope I was able to provide.

I wrote blog posts and social media content for two WWF campaigns. I loved the complexity of their material – and it was great to get involved with such a worthwhile cause.

I do offer a discount to charities – so get in touch if you need help with campaigns, web copy – or anything else!

Read my WWF International case study

 

 

Make sure your copy supports your organisation’s goals (How to be your own copywriter)

be-your-own-copywriter

Your copy needs to address your audience’s questions, but it also needs to serve your organisation.

Your copy is there to communicate what you do and who you are, so consider how well the copy supports your goals.

Your goals might be:

  • Drive more enquiries online (and get fewer phone calls)
  • Change the perception of your organisation
  • Reach a new type of customer
  • Communicate new services / product ranges
  • Recruit recent graduates

By simply listing your organisation’s goals, you can evaluate your copy against these criteria.

This way, you’re more likely to have copy that does more than simply describe what you do.

Answer your customers’ questions (How to be your own copywriter)

 

be-your-own-copywriter

 

As we mentioned previously, your customers have questions.

Does your copy answer their questions?

This is a great way to evaluate your copy, and it’s a very black-and-white consideration. It’s not like trying to decide if your copy feels friendly enough.

Start by writing a list.

What questions do new customers have about your business?

If you’re not sure what your new customers usually ask, turn to other people in your business. Ask the customer service people. Ask the sales team. Ask the person who receives the enquiries from your website. Ask the person who manages your website. Ask the receptionist. Ask yo mamma.

You should end up with a list of questions like this:

  • How much does it cost?
  • Do you have experience in my industry?
  • How long have you been in business?
  • How can I trust you?
  • Who are you people?
  • How do we commence working together?
  • What are you like to work with?
  • Can I pay with a credit card / bitcoin /cheque / bag of meat?
  • How long will this project / service take?
  • How can I receive my goods?
  • What other projects have you completed?
  • What other clients do you have?
  • How many people buy from you?
  • What do your customers/clients say about you?
  • Where are you based?
  • Who can I talk to?
  • How can I contact you?
  • My thing doesn’t work. Can you fix it?
  • Are you accredited / certified / approved / regulated / registered?

You could design a website or a brochure around the responses to this list. Think about where you should answer these questions in your copy, and then write accordingly. Obviously, you might not want to cover all of these points in your copy. You might not want to discuss prices, for example, in public.

You decide what you reveal, but you should understand that if another business is offering more information and answering more of their audience’s questions, we can assume that they will get a few more enquiries than you.

This is just one way to think about what your copy needs. Next week we’ll look at how your copy can and should tie in to your organisation’s goals.

Stay tuned!