Archive for the ‘Public Relations’ Category

Weaving Social Throughout Your Organization

Tuesday, July 20th, 2010

Companies are challenged to grow in uncertain times and to do more with fewer resources. There is a continuous need to explore new systems and methodologies to help your employees work smarter internally and engage external resources who will advocate more often with less incentive. As a result, organizations are turning to the promise of new web based technologies.  As our moderator, Adam Cohen puts it:

“Social media is changing the game, providing new touchpoints, technologies and techniques for businesses to build, maintain and encourage relationships with customers.  But social media tactics and tools alone will be limited in their business impact.  When combining social media with other interactive marketing practices, the results can magnify both.  In other words, social media integrated with other forms of marketing is greater than the sum of the parts.”

So what are the parts and how does the sum equal more than the parts themselves? 

Social media should not stand alone and “being social” does not change your objectives.  Being social merely changes your approach to achieve those goals whether internal or external focused.  When used as part of your digital ecosystem, the results can be significantly more valuable.  Consider the following areas:

  • CRM + Social – although we discuss it quite a bit, the market is still not at a point general adoption.  Social CRM provides an opportunity to know more about your customer’s frame of mind at the time and better understand life events that may affect purchase decisions.
  • Search Engine Optimization – most companies have paid and organic search strategies.  If your site does not optimize for what customers are asking for then your your competitors will enjoy more organic result while you will end up paying dearly for your web search traffic.  As social typically creates a wealth of fresh content (of which gets spidered by the engines quickly), you can focus the topics of your content to better effect organic results that your prospects are using at the time.
  • Content Management – Ask this wealth of content is developed, you are creating a corporate asset.  If you are a global company or run across an enterprise, there is a lot of value to making those assets reusable across campaigns, countries, departments, etc.
  • Mobile - find companies where they are, when they are there and in the way they want to be found.
  • e-Commerce – Imagine going to Best Buy site, searching for TVs and your friends from Facebook populate the TV screens.  You would be more apt to take notice and spend time.
  • Website-optimization – Imagine once again that the first set of comments on that TV are that of your friends who have purchased that same TV.

This does not even mention customer service, marketing, advertising and running campaigns.  To cover this topic in more depth is Adam Cohen.  Adam is a partner at digital agency Rosetta.  He will tackle one of the bigger issues that we have had on this chat and is more than capable of doing so.  The topic and questions this week will be:

Topic: Weaving Social Throughout Your Digital Marketing

Q1) How should marketers approach weaving social media tactics into their marketing arsenal?
Q2) Why does blending social media improve the effectiveness of other tactics?
Q3) Which tactics have the most impact when combined with social media? (Think both digital and traditional)

Be sure to follow the conversation this Tuesday 7/20 at noon EST by tracking the #SM69 tag on Twitter or visit our live page at www.hashtagsocialmedia.com.

The New Digital Press Release

Tuesday, June 22nd, 2010

So who are today’s most effective communicators in business?  Yesterday I might have answered with corporate public relations (PR) when they send our their press release over the wire.  Today though, we have bloggers updating posts and getting thousands or tens of thousands of views in a day.   If you simply changed the title from blogger to corporate PR could you get the same effect? 

What’s the value of the traditional press release today?  Press releases that are done in the same fashion as they were 5 years ago are a waste of time and precious resource.  People don’t read that way anymore, there are way too many other releases (blogs) that compete for the same timeshare and press releases that are built for the wire or for the corporate press page on the website will never get seen again.

There are many people beginning to catch on to today’s journalistic requirements and only a handful who started the revolution as much as 4 years ago (Todd Defren, Shift Communictions, has this initial social media press release template available).  And the discussion today has shifted a bit further into push vs. pull styles for PR.  The press release of today is more than a spiffed up template though.  The voice of the release is different, the tone, the content, the target and the media by which to express it is different.  Here are some points to consider in the new digital press release:

  1. concise content – It’s not about crafting a story as it is about feeding quality content
  2. no buzzword bingo – content has to be in the language of the audience not the made up language of the company
  3. Targeted to audiences – much like advanced websites provide me content related to my previous viewing and digital ads can be served up ad hoc in seconds, press releases need to have a message targeted to specific audiences.  It’ possible you write 3 intros to the same release with different angles of the content based on the audience who is viewing it.
  4. multi-media – text is boring, video is cool.  Include images, podcasts, videos, schematics, etc to enhance the content.  I believe we are close to having press releases taking the form of all video very soon (no text).
  5. Make it shareable (referring to point #2, see usually I would say extensible) – provide a 140 character summary and shortened URL on the release, add a Facebook “Like” button, create a focused posterous page, etc.

Today’s world is challenging enough that all parts of the orgnaization need to be operating seemlessly.  Having effective press releases is certainly one of those important pieces of the overall pie.  For proper attribute on the topic, I want to give props to Cyndee Woolley for the idea of this topic and for teeing up this week’s moderator Shel Holtz.  Shel wrote the book on corporate conversations (well five of them actually) and has been speaking and writing on the topic for more than a decade.  Shel will lead the discussion with the following questions:

 Topic: The New Digital Press Release

Q1:  What value do you see to a social media news release or a social media
newsroom?

Q2:  Are there still uses for the traditional news release?

Q3:  How do you combine traditional media relations with social media?

Please join us in the conversation on Tuesday 6/22  noon Eastern by following #sm65 on twitter or by going to our LIVE page at www.hashtagsocialmedia.com/live.

Crisis Management for BP Using Social Media

Monday, June 7th, 2010

We took a chance on bending the rules a bit on our experiemental deep water drilling platform and kinda got caught.  What’s the big deal? Give us an A for effort?  C’mon, everybody makes mistakes!”

These are the types of musings that  have been entertaining more than 137,000 people on Twitter and millions more on ABC News, CNN, USAToday, Wall Street Journal and more.  Using a fake account, the twitter handle of @BPGlobalPR has been tweeting over-the-top posts that poke fun at BP’s CEO Tony Hayward, his wife and other leutenants at BP as a way to bring attention to the oil spill in the Gulf of Mexico. 

In contrast, the BP corporate twitter handle has 12,000+ followers and is following 51 people.  How did this happen? 

Why would an oil behemoth like BP think they would have to engage through social media in any meaningful way?  In fact why would an electric company, pharmaceutical company, semiconductor company, etc have to worry about developing a social strategy?  This event and @BPGlobalPR should be a wake up call to every company who produces anything.  Some event will happen at some point and your company will get overrun if you are not prepared. 

What should you do, you ask?  Well, that’s what we asked this week’s moderator Gavin Heaton to work through on this week’s chat.  Gavin gets my bid for two awards this week.  He wins for coolest handle: @ServantofChaos and moderates at the oddest local time yet (2am his local time in Australia).  Coolness aside, Gavin brings years of experience in digital marketing and strategy development and has proven to be a goto person for Brands of all types.  Our topic and questions this week will be:

Topic:  Crisis Management for BP Using Social Media

Q1:  How has @BPGlobalPR affected perception and should they have shut it down?

Q2:  How is BP using social media to address the situation and what should they do better?

Q3:  What can other companies learn from this about managing a crisis & the impact of social media?

The event will begin with Q1 at noon eastern followed every 20 minutes with the next questions.  To follow along and add your POV simply track #sm63 via any Twitter client or follow along via our LIVE page.

Characteristics of Highly Influencial Brands in Social Media

Monday, March 22nd, 2010

When you go out at night with friends, how do you decide who you go out with?  Sometimes you might like to hang out with the funny one, the quiet one or the friendly one, but whoever it is, there is some amount of trust and shared interest.  Whether in person or online, you have a choice of where to go and who you want to hang out with.  Understanding this simple perspective is easier said than done for companies who are jumping into the digital social space.

As the world has gone “social”, so too have companies.  In the past, a brand or company did not need a personality to be loved by entire generations only a good marketing department.  One of the biggest challenges with social media that companies have is transitioning their personalities from a prepared marketing push to an ad-hoc, two-way communication.  Some companies and brands are diving in and taking on the challenge of morphing their digital personality and some are not.  For those who are taking the leap, some are showing better results than others. 

Consider the results of a global corporation like Coca-Cola so loved on Facebook (with over 5 million friends and wall comments that PR firms can be proud of) while another global consumer goods company, Nestle, is having a bit of a time on Facebook to say the least.  The issue with Nestle in particular is very telling in many ways.  A small recap for the purposes of this post: Greanpeace puts up a video on YouTube mocking the Kit-Kat candy bar.  Many users took the mocked-up wrapper and used it on Facebook as their avatar to post messages.  A Nestle rep responded to not use altered versions of their logos or risk being deleted.  The rest….is, well, making history as we speak.  Grass-roots efforts build up and blow over for every company, look at Nike.  Remember in 1996 when the campaign against their use of sweatshops to produce their shoes was all the rage?  Guess what, it still is look here.  Back in 1996 Nike was forced to reconcile with the way their products were produced.  Their actions made enough people happier and for most it’s done and gone while for a few, they think Nike could still do more.  It’s not the grass-roots movement that set this tyrant off on Nestle, it was the tone and manner in which Nestle responded that set this off.  By the way, take a look at Nike’s Facebook page  now (1 of them), they have learned and in my opinion are using Facebook in a way that Nestle and every other conglomerate global brand should, by focusing on the experience of each Brand and not on a wide-open corporate catch-all experience (that’s probably a different topic though).

So what makes companies more likable than others in the digital or social media space?

This seems to be the million dollar question (or multi-billion in some cases).   How can companies convince consumers to be digital “friends” and hang-out on social media sites without causing virtual riots?  For this topic, Marc Meyer and I went to the top of the virtual food chain to get a moderator who could guide us through this subject and come out of it with helpful tidbits that any company can use.  Tamar Weinberg is a veteran of community management and released a book last summer on The New Community Rules: Marketing on the Social Web that continues to do very well.  Her hands on experience with Mashable’s community along with dozens of other clients puts Tamar in a league of her own.  This week she will moderate 3 questions on the following topic:

Topic: Characteristics of Highly Influencial Brands in Social Media

Q1: Is there advantage to having Brand or a person be your SM “face”?
Q2: How do you choose to follow Brands on Twitter, Facebook, blog, et al?
Q3: Build a checklist for Brands on how to behave in SM for best results.

Join us Tuesday March 23 at noon EST for a 1 hour interactive chat.  Participate by following #sm52 on Twitter or simply go to our LIVE page to get to all the action.

Disclosure & It’s Effect on the Brand Marketing Ecosystem

Monday, October 19th, 2009

disclosureWe have all heard a lot about the Federal Trade Comissions’ (FTC) latest policy on the expectation for full disclosure on endorsements and paid reviews or testimonials.  But, how much do we really know about it and how will it affect all of us who are in the business?  That is the focus of this week’s #socialmedia event moderated by C.C. Chapman

To start, you can review the document for yourself and develop your own interpretation of it (it’s actually an update to it’s guides, not a law, and therefore open to some interpretations) as it was announced earlier this month.  Next the rules will be enacted on December 1st so anything being done now is not covered in this under the new guides.  More, while we have all read about the $11,000+ fine, this fine is only enacted after several warnings and for serious offenses as noted in this interview with the FTC from the LATimes:

When a LA Times reporter asked about Restaraunt Reviews, the answer was, “Technically, you’re supposed to disclose all comped meals. But if you don’t, the FTC’s not likely to do anything about it.”My initial reaction to that scenario [comped meals] is that disclosure would be required,” says Rich Cleland of the FTC’s Bureau of Consumer Protection. “Our primary concern relates to the fact that you received something of value and it’s for the exchange of writing about the product.”

So is this a conspiracy theory that gives ”big brother” yet another way to find out what my top ten social media blunders post is all about?….probably not as they really don’t care.  What it does do is provide a vehicle for them to be able to pursue the really bad people out there and have some teeth in the punishment.  Read their take on this issue of monitoring (from the same LATimes article),

“But the FTC has a limited interest — and ability — in monitoring blog traffic. According to Cleland, the FTC is far more interested in pursuing advertisers, especially those who violate the rules after repeated warnings, than they are in dunning individual bloggers. Unless the FTC receives numerous complaints about a specific blog, it’s unlikely to investigate. It’s a matter of enforcement priorities.”

And how does the FTC decide who to go after?  It looks like it will be more of an “opt-in list” meaning they already get inquiries from citizens on publishers (bloggers) who are possibly scamming.  they will still filter for the more detrimental publishers and go specifically after them.  In their words:

“If we received complaints,” Cleland says, “we’d look at how serious the representations are. Are there other possible violations? What kind of blog is it? We might be more concerned about a blogger who was writing a review of a medical device that’s used for a serious disease than we would be about someone who’s writing a restaurant review.”

So if the new FTC guidelines are really just meant for the true scumbags out there then what’s all the hub-bub about?  This goes deeper into the expectations that consumers have where honesty and disclosure are now a ”need-to-have” and no longer a “nice-to-have” for reviews, promotions and endorsements.  These new guides begin to shine a light on all marketing relationships and will have serious affects for Brands who try to fool their consumers.  While some may say this officially shifts the responsibility of disclosure from the advertisers to the publishers, what is really does is says that everyone is accountable – the advertisers and the publishers.  Not longer can we stand around like school-children and point fingers at each other saying “she did it”!  We are all responsible and accountable. 

With this expectation being more clearly defined thanks to the FTC, how will companies react? How should they react?  Is this business as usual or do Brand marketers need to re-imagine their word-of-mouth practices, affiliate marketing, product testers, viral campaigns and more?  Helping us out this week is C.C. Chapman, Creative Director and partner at Campfire, a marketing firm offering full-service creative development and production management.  This week on Tuesday 10/20/09, C.C. will moderate the following topic and questions starting at 12 noon EST:

Topic:  Disclosure & It’s Effect on the Brand Marketing Ecosystem

Q1:  What is affected by the new FTC disclosure policy?

Q2:  How does the FTC disclosure policy change Brand marketing

Q3:  How does disclosure affect branding communities / bloggers / WOM networks?

Feel free to join us by following along on Twitter, TweetChat(recommended) by following #socialmedia or simply go to our LIVE  page (highly recommended).

Where PR Belongs in the Corporate Pecking Order with Social Media

Monday, October 5th, 2009

For many companies, just getting started is the hardest part.  Namely, who is going to own social media and social media marketing and be accountable for it?  This seems to stump most organizations.  Is it Marketing, Public Relations (PR), Information Technology (IT), the executive suite or is it a new department?  It is difficult to get started if you don’t know who is going to develop strategy and execute.

I personally meet with dozens of agencies across the country and notice some interesting patterns.  Traditional agencies that either run through existing teams or have developed a digitally focused practice seem to focus more on tools and usually in combination with a traditional campaign.  PR agencies on the other hand are typically further along on messaging into existing consumer networks (bloggers, facebook, twitter, youtube, etc) and measuring impact and sentiment.  Certainly there are exceptions although this is my experience to date.  So if that is typical in agencies, what is typical in corporate departments? 

According to Eric Schwartzman’s report, titled, 2009 Digital Readiness Report: Essential Online Public Relations and Marketing Skills, it showsDigital Readiness Report that “public relations owns the responsibility for web strategy relative to blogging, podcasting or RSS; social search; social networking; microblogging and, to a lesser extent, web content management. PR prevails in comparison to marketing, IT, HR and Executive Management.

Email marketing and search engine optimization are owned by marketing, but SEO only slightly so. The organizations interviewed for the study include corporations (22%), PR/marketing agencies (44%), non-profits/associations (14%), government agencies (6%), academic institutions (7%) and those classified as “other” (6%). The respondents were 278 public relations, marketing and human resource professionals chosen to identify trends regarding their approach to social media.

Jason Falls made some interesting insights on the report, The overall conclusion of the study was that public relations and marketing professionals had better be equipped to handle social media if they hope to get a job in the industry. The study includes some fantastic insights and is, perhaps, the first in-depth look at social media and new media marketing needs in the public relations industry.”

This gets us to our topic for this week on the positioning of PR in the pecking order of accountability and execution.  We got a real pro to cover this topic, Todd Defren from Shift Communications.   Todd’s reputation and hands on work in the industry will provide for an exceptional discussion.  The questions:

Topic: Where PR Belongs in the Corporate Pecking Order with Social Media

Q1:  Where is PR in the pecking order of must-do’s for social media and social media marketing?

Q2:  What should a PR plan integrated with social media look like?

Q3:  What is an ideal skill set for the new-age PR person?

Join Todd this week Tuesday 10/6 at noon EST and follow along with #socialmedia or on our LIVE page.

Follow up to Unpanel #5: The Role of Social Media and PR in Crisis Communications

Thursday, April 30th, 2009

Our moderator Danny Brown gives us his POV from this past Tuesdays, Unpanel #5.

 

Crisis Communications Takeaway

  • Every company should have a crisis communications team.

It seemed to be in agreement that every business should have a crisis communications team in place, regardless of size of the business itself. What was less obvious is who should the team be – internal or external?

Do you go for the internal approach because no one knows your company like you do, and your customers may not trust the word of a “stranger”? Or do you go external, because they won’t have rose colored specs on and will see the areas you need to look out for?

Compromise seemed to be external, with final decision resting on CEO internally.

  • Is social media helping or hindering crisis communications?

No one could pinpoint an example of a great social media response when it came to crisis communications. Motrin, Dominoes and Amazon were all late to the party. The feeling is if there’s no response within 24 hours, you’ve missed the control boat.

With social media, though, this time is lessened dramatically. In this way, social media is both the devil and the saviour – it can cause a crisis and it can also control it. The difficulty lies with how you monitor.

  • Should crisis communications be PR-led?

PR professionals can offer some of the best crisis communications control and advice, but does their place always belong with crisis communications? Look at the swine flu outbreak and media reaction – has this been dealt with efficiently?

Either way, should PR be stepping on news reporting shoes? It’s not always clear-cut who should be part of the crisis communications team make-up.

  • Should the CEO be the crisis communications face and figurehead?

You want a calm and respected voice of the company when a crisis happens. But does this instantly mean the CEO or another C-level exec? Isn’t this where an external source can really take charge and divert negativity away while showing that the business takes it seriously enough to hire outside experts for non-bias?

Overall, it’s agreed that crisis communications is needed – a crisis can happen at any time, and you need to be prepared to face it head on as opposed to burying your head in the sand and hoping it blows over.

We want to again thank Danny Brown for a very thoughtful, energized and engaged Unpanel discussion. Want more thoughtful discussion? Look for Danny on Twitter

The Role of Social Media and PR in Crisis Communications

Monday, April 27th, 2009

house-of-cardsThe first quarter of 2009 was riddled with vexing corporate issues.  Earnings are challenged along with everything else in this economy and Brands of all shapes are getting hammered for their mishaps.  Social media is exacerbating those mishaps and creating urgency in PR and communications departments worldwide. 

What to do? When it’s all said and done, what do companies really have…their actions and their reputation.  Regardless of meeting quotas or anything else, consumers hear about mis-intentioned videos that hit the news and breakdowns in what otherwise are flawless processes.  That’s what it’s about.  When things go south, what will you do? 

Danny Brown, a PR and communications pro will lead this week’s UnPanel discussion on the value of knowing what to do, when to do it and how to do get it done the right way. 

The questions Danny will cover over the hour long session will be:

Q1: What is a crisis communications plan and why do I need one?

Q2: Who needs to own the plan and who needs to be a part of it?

Q3: How do you put a Crisis Communications plan in place and what are the components that need to be considered?

The UnPanel event will challenge the status quo and uncover helpful tips for practitioners by practioners who have walked the walk.  Please join in the conversation Tuesday noon EST.  Follow along on the LIVE page and participate by adding a message via Twitter using the #socialmedia tag.  After the event a full catalogue of the discussion will be listed on the Events page. 

Help out Danny Brown and the rest of the industry.  Join in the conversation.