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Customer service must keep a place for paper

Research shows a third of businesses are filing away and ignoring customer queries that arrive on paper. Charlotte Marshall, Managing Director of Iron Mountain in the UK, wants to examine this problem and why the integration of paper and automated customer service management is such an issue for businesses today. By Charlotte Marshall.


The time has finally come to unleash mobile ecommerce

Every year is expected to be ‘the year of mobile e-commerce’ and yet it never is! However, with Branding Brand predicting that more than 53% of visits to the top 500 e-tailers in 2014 will be from smartphones, we think it will be an important year for m-commerce. This comes after research carried out by the IMRG and Capgemini shows that in 2013 the UK spent £91bn in online sales, with sales via mobile devices increasing 138% from 2012. By Lee Cash.


Inattention a threat as mobile ad spend rockets

UK digital ad spend rose 15 per cent year-on-year during 2013 with mobile a key focus, according to new data. But as multiscreening becomes a cultural norm, advertisers face a stiff challenge for consumers’ attention, experts warn. By Chris Lee.


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Viral Marketing: Does it still work?

Filed under: All Articles > Industry News
By: NMK Created on: February 16th, 2010
Bookmark this article with: Delicious Digg StumbleUpon

Viral videos are a popular Internet marketing tactic, but has the public become wise to subliminal marketing tactics of businesses? New Media Knowledge spoke to a number of marketers to learn how to make a successful viral.

By Chris Lee

Viral video campaigns are a tried and tested way to raise awareness around the world. One of the most famous early examples was the promotion of the movie The Blair Witch Project (1999), which was marketed exclusively through virals. Conversely, some ads designed for television have in turn become huge viral Internet hits, such as the Cadbury Gorilla ad, which has been viewed more than 4.5 million times on YouTube and imitated by other viral creators.

Yet according to Jupiter Research, just five per cent of the Internet population has ever forwarded a marketing message, and most of those under 34 years of age, so is it a risky strategy?

“Viral campaigns are inherently risky. If they fail to catch on, the money invested in them has been wasted,” warned Nicholas Vangelis of consumer PR agency Skywrite Communications. “However, when they work, they are a force to be reckoned with. Virals are substantially cheaper than other means of marketing and can generate exponential growth in the visibility of your message.”

Vangelis argues that there are four elements to viral campaigns: They transmit themselves over existing communications networks; they are self-replicating – just like a biological or computer virus; the campaign can grow without your support (or control); the recipients pass on the marketing message voluntarily.

Clear Visibility

“Whenever we see the ‘V’ word on a brief you know it’s heading for the dog house,” Steve Mulholland, creative director at creative agency Brew Digital told NMK. “I’ve even heard that people have put a meerkat on a brief saying ‘this is what we like’ – I’m sure they do!”

Mulholland believes that many campaigns have failed miserably because of staged and sales-led content, and that most successful virals have no plan behind them, they just grow by accident and spread without any set direction.

“It is the decision of the people and only the people if a brand campaign is viral, not the marketers,” he advised. “The job of the client and agency is to supply a highly contagious creative thought which people can interact with, add their own strand to the infection then pass it onto their friends. If I receive a message from a friend which has a little bit of them involved I'm more likely to add a bit of me and pass it on.”

In Practice

One very successful marketing-led viral campaign was that of ComputerTan, led by ad agency McCann Eriksson London and PR firm LimeLight PR on behalf of skin cancer charity, Skcin. A fake “tan company” – ComputerTan - was set up with an advert-style viral to promote a spoof product which promised people a tan from their computer screen.

Within 24 hours of launch, 30,000 people visited There were 215,000 visitors after three weeks, reaching 400,000 by mid-May 2009 with 1.5 million page views and an average visit time of more than two minutes.

Limelight PR’s Patrick Barrett said that the secret to creating a simple viral is to entertain, shock, intrigue surprise or inform.

“Tick one or more of those in line with your target audience and remember that production, whether it’s low or high grade, matters and you should be on the way to producing something that will resonate with people,” he concluded.


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