It must be a familiar experience to marketing and IT managers working in Fortune 500 or other large structures. Meetings where the marketing guys talk about brand image, user experience and design and how technology must enable this. Vice versa the tech-guys keep saying that security and scalability are important and that more systems to serve more channels will not fit into the budget.
The C-level insists on having measurable results and to be present in all marketing channels but most and above all on the mobile channel. Oh and of course budgets went down again for next year.
Will this ever work? Without disruptive changes in the way businesses are run today I don't think so. Here's why.
If you're in digital marketing and brand management you ignoring the importance of digital technology is clearly a risk. But likewise, IT managers will have to enter in discussions with the marketing guys since usability, user friendliness, privacy and security issues are so closely related to what technology can and will enable.
In fact today marketing agencies and marketing managers are more successful if they understand technology and are able to have a fairly deep discussion with the IT guy. Take an iPhone application e.g. If you have no clue on what services and features are available on a device and how they can add value to your customers or how it will help you in your campaigns, your IT guys will effectively control your outcome.
But everybody with a bit of experience on either side knows how tough it is for marketing managers to talk about API's, database architecture and offline/online service availability. But IT managers have the same issue with softer values such as user friendliness and great user experience. Nothing better than a command window where you can direct call a services with a bunch of Unix command lines.
So fine, the stage is set and we understand the roles and know the players. But how can a business solve this issue? What is needed to bridge the divide between UX and IT?
Here are a couple of thoughts
Hybrid Teams, hybrid resources
Marketing should not be the exclusive domain of the marketing people. In fact in the most successful projects I've delivered the client had IT and Marketing people in every meeting. The project brief was created by marketing but had to be signed off by an IT director. Although this leads to more effort and increased work load at first, there is efficiency gained at the end of the project because technology supports the creative idea and vice versa. Nobody can hide behind arguments such as: we were never told it had to be this way or we could have told you that this design cannot be enabled by our IT infrastructure.
Finding hybrid resources or training them can be tough. There is a reason why IT developers love code and they don't care much for design. Research shows that human beings do function differently and some of us will just never understand design, others will never be able to read or produce a single line of code. So the most likely options is to have senior resources that over time have built up a hybrid expertise and can bridge the gap between the two disciplines.
MarkITing
More and more toolkits, campaign platforms and white labeled app development concepts are thrown onto the market. Running a campaign on Facebook does not require any deep IT skills unless you want to develop a game. We're slowly moving towards a world where anybody can run a campaign much like anybody can write and publish a book these days, thanks to all the software and digital print services available.
That means that marketing will have to include more 'light' IT skills so that campaigns on Facebook, SEO-tactics and tweets can be managed in an agile way.
Reversely the role of IT will have to include controlling and checking of third party services such as Facebook. Whether this means that pure 'hardcore' in-house software and platform development will be reduced remains to be seen.
Business need to change
The toughest part though is how businesses are organized today and how this will have to change. Hybrid teams and changing skill sets or in the services provided are probably easy to achieve via HR and the strategy department. But is it actually still a good idea to keep IT and Marketing separated. In digital marketing the combination of skill sets within one department will lead to more stride but in my opinion also to better campaigns and better branding.
But maybe this change should go even further. Social Media marketing requires different profiles. A Social Media marketing manager might as well come from the public sector. Softer social political skills might as well be the necessary quality to make a brand successful on mobile and in the social media space.
Now how to measure
Classic touch point measurement as in Unique Visitors, Conversion Rates and Click Troughs will remain important. But how do you measure mobile success or social media success? Should you track the number of Likes, the Evaluations your product gets on Amazon, the number of Friends the brand has? This and other ways of tracking your campaign in the digital space require again resources that have a marketing and IT understanding of the playing field.
Education
Its encouraging to see how Social Marketing, SEO and mobile are popping up as topics in the programs of Business Schools, Universities and Academies. The jury is still out on the quality of these initiatives. Fact is that there are executive programs that address these topics so there's no excuse for execs and board members to continue going uneducated about these topics.
So ultimately
Change is necessary and looking at the current pace of change in digital marketing and branding this is change will be a more and more pressing issue on the agenda of the C-level. Let's see and track how this pans out in the future and how it will improve the playing field for marketeers, IT managers and their agencies.
