Archive for the ‘Social Media’ Category

Getting a Grip on the Ghost Blogger

Thursday, August 19th, 2010

Channeling the CEO

Posted by Tom Gable

Your favorite CEO wants to get social and start blogging, but: a) doesn’t want to commit much time; b) isn’t sure why but his peers are doing it; c) isn’t clear on what he wants to say; and, d) wants you or your firm to be ghost blogger.

How to approach this challenge strategically and diplomatically? Here are six steps to get started.

Six Steps to Ghost Blogging Glory

  1. Brainstorm with the CEO on what he or she hopes to accomplish (boost image, gain guru status, position the organization versus the competition, promote an industry cause, support company marketing, connect with investors, counter negative blogs, etc.)
  2. What is the CEO’s voice, the personality? How much to show or not show?
  3. Can the blog be differentiated to support organizational image and reputation
  4. What about frequency? Will there be a steady flow of facts, insights and other content to support a daily, weekly or biweekly blog? Or will it be tied to events, breaking news, industry trends and commentary? Or all of the above?
  5. How to measure success?
  6. And the final tough question (or maybe the first): so what and who cares?

Venture forth if it appears anyone beyond family and friends might care, if the work will add value to the conversations and if the collective impressions will contribute to building the image of the organization. If not, cease and desist and recommend other approaches (authoring white papers, speaking at conferences, etc.).

For process, ghost blogging can work if you have a plan and adopt protocols and procedures.

For example, to speed development of copy and ensure you keep to your desired frequency, have the busy CEO provide his idea on the perfect headline, directions on copy, bullet points, links or other guidance on what he or she wants to talk about, the target audiences, the important points to be made and impressions to leave. This brain dump can be done via email, voice mail, and one-on-one or group brainstorming sessions with others involved in reaching out to your different audiences.

With directions in hand on topics, the ghost blogger can then draft copy for CEO approval and post only after approved. Should the post generate comments, the ghost blogger shouldn’t assume the persona of the CEO and reply directly. The ghost blogger needs to get the CEO involved in responding as fast as possible within the guidelines established earlier for tone, personality, theme and overall positioning. Then, even ghost blogging can fit neatly into your overall investment in image and reputation as a part of corporate strategy, with consistency across all channels.

(??? Tom, did you approve this? Let me know as soon as possible. Thanks! – KR)

COP-16 Climate Change Panelists Told to Avoid Media; NYT Chides IPCC for Bunker Mentality, Bad PR

Friday, July 16th, 2010

IPCC Media Training

Posted by Tom Gable

Imagine that you have been selected and agreed to participate with other noted scientists in the Intergovernmental Panel on Climate Change (IPCC) to assess climate science and policy options related to global climate change, with a major event set for late November 2010 in Cancun where the world would be watching.

You are pleased as a scientist but wondering if it’s worth the commitment. Coverage of the previous meeting in Copenhagen, the Conference of the Parties (COP 15), was mixed, at best. Recently, global media questioned the authenticity of the climate change scenarios, citing hacked emails from English scientists who appeared to be conspiring to keep opposing opinions and contrary studies out of peer reviewed journals. Although outside studies cleared the scientists of wrongdoing (but urged improved communications and openness with those on all sides of the issue), skepticism did not wane.

Now, you are four months away from COP 16, to be held from Nov. 29 to Dec. 10 in Cancun and you receive a letter from the IPCC advising you to keep your distance from the media. The directions: refer questions to group leaders or the Secretariat. Do you feel stupid – your expertise, education and credentials not valued? Is IPCC afraid of new issues surfacing?  What are they hiding?

As reported by Andrew C. Revkin in The New York Times, several scientists worried that the IPCC bunker mentality would “do little to build its credibility after a trying year of attacks by foes of restrictions on greenhouse gases and skeptics of climate science.”

Revkin opined: “But any instinct to pull back after being burned by the news process is mistaken, to my mind. As I explained to a roomful of researchers at the National Academy of Sciences last year, in a world of expanding communication options and shrinking specialized media, scientists and their institutions need to help foster clear and open communication more than ever. Clampdowns on press access almost always backfire.”

Revkin asked for input from Rajendra K. Pachauri, the chairman of the climate panel. His response, as reported by Revkin:

“My advice to the authors on responding to the media is only in respect of queries regarding the I.P.C.C. Some of them are new to the I.P.C.C., and we would not want them to provide uninformed responses or opinions. We now have in place a structure and a system in the I.P.C.C. for outreach and communications with the outside world.
The I.P.C.C. authors are not employed by the I.P.C.C., and hence they are free to deal with the media on their own avocations and the organizations they are employed by. But they should desist at this stage on speaking on behalf of the I.P.C.C.”

Instead of a bunker mentality, adopt the tenets of authentic PR. In this model, research, preparation, fact-based communications and authentic engagement with the media (and all constituencies) can be the keys to success in building reputations and changing perceptions. For the IPCC, they have a wealth of talent they should be engaging in the communications battle. Scientists are used to presenting and answering tough questions, particularly when their work is subject to peer review. But working with the media requires different approaches, so investing time up front in education and training could make the engagements much more productive for the scientists, leading to more positive results in the media.

As the NYT and other coverage and comments in Discovery reported, the media from around the world will be seeking input from representatives from individual countries. Interest is high, particularly in third world countries where they feel they will be punished for the sins of the big polluters, such as China, India, the United States and other industrialized nations. They need energy to grow their economies. How will the global process translate to local impact?

As PR and news people know, readers and viewers want to know how decisions will impact them personally.

With some work, the IPCC organization turn its brilliant cadre of scientists into global ambassadors for the credibility and integrity of the IPCC process and advance local understanding. The scientists can be trained to easily transition away from IPCC issues and focus on individual areas of knowledge and expertise. They can refer to their own published works and those of their peers or other organizations as additional resources for the media.

With trained scientists, IPCC staff can serve as more than a news bureau and controller of messages. It can connect with the media in new ways by facilitating interviews with scientists, conducting interviews on key emerging topics on video and posting them to YouTube, holding a series of briefings with scientists from different regions of the world for select regional media and providing instant updates through Twitter, streaming videos and active blogging.

Instead of jumping into the bunker and getting defensive, the IPCC can use the Cancun meeting as an opportunity to open new lines of communication with the media and improve understanding of the issues and the nuances. Creating new media relationships with scientists from throughout the world can only help improve the overall quality of news coverage. Bottom line: an open, engaged program of pro-active media relations will have a positive impact on the long-term reputation of the IPCC, its people and the process.

The Future of PR and Social Media – Strategic, Integrated, Coordinated, Human

Monday, May 24th, 2010

No Magic Beans

Posted by Tom Gable

In listening to several gurus of social media at the Counselors Academy Spring Conference May 21 through 23 in Ashville, NC, a key theme emerged: there are no magic beans from social media to plant and instantly grow attention, engagement and business success for any organization. New technologies and applications will continue to emerge almost daily. The challenge still becomes to be smart in setting standards, goals and objectives, then integrating all the tools for precise execution over the long term.

The stage was set with the May 21 keynote by Brian Solis, principal of FutureWorks. A few key points lifted from his talk included:

  • Adopt the new KISS – keep it simple and share.
  • The is new measurement on the way: resonance. How long a message stays alive – the long tail.
  • Social media is the slot machine for attention. Become like a journalist. Be relevant.
  • What you share is important. There are no official audiences anymore.
  • Be creative. It increases your influence.
  • Social media is all about sociology and psychology. Social media is an emotional experience.
  • Measure. Work backward from what you are trying to make happen.
  • Integrate the tools into your strategic plan. There is no single tool or tactic.
  • Bottom line: engage.

A breakfast panel the next day delved into “Listening and Brand Monitoring in the Social Space.” Moderator was Carrie Kandes, vice president Marcus Thomas. The panelists: Eric Israel, Attensity; Ken Miner, Spiral 16; and Amber Naslund, director of community, Radian6 Technologies

Each stressed the importance of listening before doing. This included monitoring the depth and breadth of the conversations. Amber proposed that social media is the new phone. She said technology will continue to change so told counselors to avoid having obsessions with the “tool thing.” How do the tools fit?

Business is becoming more like politics. Every consumer has a voice to be considered. Companies need to position themselves to be able to react internally and externally to conflicting voices and outside complaints.

Ken said that like any other business tool, social media monitoring needs to be part of a process. Set standards. Define goals and objectives before you begin, he urged.

Once you start monitoring, how to use the data? Being strategic is not just an automated process with algorithms. Smart analysis and interpretation requires human brain power. Look at things in context and connect the dots in your process of brand monitoring, tracking trends and looking for blue water opportunities.

But attention not enough. What is needed to compel people to do something?

The panelists warned that brand monitoring can be a time sink. Decide what you want to achieve and how much time to invest before you launch a full scale listening program. Be strategic – consistent advice from the days Edward Bernays first launched integrated plans to change reputations and drive new behaviors.

Facebook Follies: Making Sure Social Media Fits Within Your PR Strategy

Friday, April 2nd, 2010

Rolling out new tools

Posted by Laura Woods

The public relations profession is at a wonderful and challenging crossroads in its evolution. No longer can the traditional approach of solely using press releases be effective in building a client’s reputation and media presence. Now PR professionals have to be comfortable integrating all aspects of social media — blogs, Facebook, YouTube, Twitter and other tools – into their strategic arsenal. Beyond proactive approaches, PR pros need to be diligent in setting high standards for all communications and monitoring for questionable or negative impacts. (more…)

In Crisis PR, It’s Not Always How You Start But How You Finish

Tuesday, February 2nd, 2010

Shrinking image?

Posted by Tom Gable

The news media, auto industry analysts and elected officials have been aggressive in going after Toyota for its delays in responding to a growing crisis about sudden acceleration in some of its models from gas pedal and floor mat issues.

NPR opined that “the carmaker that could end up doing long-term damage to the sterling reputation it has painstakingly built up for several decades.” It cited a slow response time in dealing with the problem and communicating. (more…)

Banished Word List for 2010 – Just a Start!

Monday, January 4th, 2010
Jabberwocky landing

Jabberwocky landing

Posted by Tom Gable

Lake Superior State University recently released its annual Banished Words List. First started in 1975, the list is culled from tens of thousands of nominations and includes the best of the worst from marketing, media, education, technology, politics and more.

Interested in contributing? Check their alphabetical complete list first. For the 2010 list, including comments from various sources, read on:

SHOVEL-READY — A cadaver? Potted plant? Suggestion: a project ready to implement.

TRANSPARENT/TRANSPARENCY — Cynics say it means politically invisible. (more…)

PRSA Survey: Social Media Mastery, Authenticity, ROI are Top Three Issues Facing PR Profession

Monday, November 16th, 2009

PRSA International Conference Hotel, San Diego

PRSA International Conference Hotel, San Diego

Posted by Tom Gable

In an era dominated by millions of corporate, institutional, government and other voices clamoring for attention through every communications channel possible, members of the PRSA Counselors Academy responding to a national survey, ranked “demonstrating return on investment,” “providing authentic counsel” and “mastering social media” as the top three issues to be addressed in helping their clients and advancing the future of the public relations profession over the next two years.

The survey was conducted online during October among 450 members of Counselors Academy, a professional interest section of the Public Relations Society of America dedicated to providing principals and senior counselors of public relations firms with the resources to grow their firms and the counseling skills of their people. Membership is limited to accredited counselors (PRSA or Canadian Public Relations Society) or consultants with 10 or more years experience in the profession. Eighty-nine responded, or almost 20 percent of those surveyed.

The results were released on Nov. 9 during the PRSA International Confernece in San Diego and served as the foundation for a panel discussion on “How to Tackle the Three Toughest Issues Facing PR Counselors Today.” The panel was chaired by Tom Gable, APR and PRSA Fellow, CEO of Gable PR, who designed the survey. It included Sydney Ayers, APR, president and CEO of Ayers Public Relations and chairwoman of PRSA Counselors Academy, and Joel Curran, APR, senior vice president and managing director, Manning Selvage & Lee, Chicago.

The survey asked respondents to rank from 1 to 5 their impressions of different internal and external issues facing the profession in 2009-10 in four major categories, with 1 being “Very Unimportant” and 5 being “Very Important.” The top four issues in each category:

Client Relations: demonstrating return on investment (ROI), 4.60 and No. 2 overall; providing authentic, strategic counsel, 4.55, No.3 overall; measuring results, 4.43, No. 5 overall; and connecting PR to the C-suite, 4.25; and raising agency fees, 3.63.

Media and Technology: mastering social media, 4.70 (No. 1 overall); enhancing technology capabilities, 4.53 (No. 4 overall); the 24/7 news cycle, 4.31; and decline of traditional media, 4.24.

External Issues: the economy, 4.34 (No. 6 overall); government regulation, 3.59; losing business to consulting firms, 3.20; and dominance of the biggest multinational firms, 2.80.

Partnerships and Resources: values and ethics management, 4.23; developing strategic partnerships, 4.18; recruiting and retaining talent, 4.13; and expanding agency services, 3.98.

Respondents represented a cross section of agency sizes: under $500,000 in annual billings, 27.3 percent; $500,000 to $999,999, 42.4 percent; $1 million to $4.99 million, 21.2 percent; $5 million to $9.99 million, 9.1 percent; and over $10 million, no responses.

Those responding were largely senior practitioners: less than 10 years in the profession, zero percent; 10 to 15 years, 6.1 percent; 16 to 20 years, 3.0 percent; 21 to 30 years, 57.6 percent; and more than 30 years, 33.3 percent.

From the data, the panelists provided insights and action plans for addressing Client Relations, Social Media and Changing the Way PR Firms do Business.  Next: lessons from the panel; connecting with the client.

Backlash on Gwen, the New “Homeless American Girl”; Can Cause Marketing Trump Crisis PR?

Wednesday, October 21st, 2009

Posted by Krista Rogers

As a little girl I was captivated by the American Girl book series and the accompanying dolls. The books presented a great platform to educate pre-teen girls on diverse lifestyles and challenges and allow them to relate across time to people living in dissimilar situations. The dolls tied into those same periods of history and provided a tangible link to the pre-teen girls living those lives.

After I read a series of books, my parents would reward me with the overpriced doll that I now had a literary connection with. At $95 a pop, these dolls were more than just plastic play figures. In contrast to headless Barbies soon housed in the ice-chest in the garage, my American Girl dolls had personalities. I developed a relationship with them and learned to relate to the various trials and tribulations they faced.

Enter American Doll’s newest addition: Gwen Thompson, the homeless pre-teen whose back story includes being abandoned by her father and living out of a car with her mother. Still priced at $95 for the doll itself, homeless Gwen is causing quite the controversy.

The reason: homelessness is a serious social issue. With over 10 percent of the U.S. categorized as homeless, the new American Doll does embrace an aspect of our culture that needs to be communicated. Gwen’s story allows girls of higher socioeconomic status (read: who’s parents are willing to fork up $95 for a doll) to relate to and understand the lives of the less-fortunate. Gwen can give perspective to privileged pre-teens and help them develop empathy.

However, capitalizing on the unfortunate circumstances of transients without any type of give-back to the homeless community is as the Huffington Post puts it, in bad taste. The Huffington Post article triggered pages of angry comments. Public outrage then went viral. The Twitterverse trended hot and heavy on the topic. Here are a few examples:

Going Viral

Going Viral

Two comments left on a CBS article echoes the general publics’ sentiment on the issue, “Greedy capitalists will go to any lengths to make money! $95.00 for a homeless doll? The wonderful results of a Sick Society!” and “At $95 it’s nice to know that American Girl, LLC can make money off of the homeless children of America. How about giving a few of these dolls out for Christmas. If they get a letter from a shelter from a family a doll goes there. Someone from the American doll company needs to do some goodwill. I won’t be buying an American doll for little girl this year because I am unemployed.”

It may be too late for American Girl to reclaim some of the goodwill lost in what many viewed as a cynical attempt to capitalize on a tragic situation. Something they should have before launching Gwen was to develop a cause marketing program where 10 percent or more of all Gwen sales would go to a national shelter program for the homeless, or some other relevant initiative.

To take it to a higher level and one that built reputation over time, American Girl could have launched an integrated, strategic program to educate more Americans about the homeless issue and generate new sources of income, much as 7-Eleven did for so many years in supporting Jerry Lewis and his annual telethon for muscular dystrophy. All Gwen promotional efforts, materials, social media blitzes and public relations outreach could have supported the effort, providing links to relevant agencies where the pre-teen girls and their families could step forward with their own contributions. The America Girl web site could have added a special educational page on the homeless issue and encouraged visitors to become activists in a national cause and donate online.

Cause-marketing is a proven way for building reputation and goodwill among different target audiences. Studies show consumers support companies that give back to the community. American Girl has a history of connecting positively with their target audiences (and parents!). Perhaps it is time to start connecting in new and more meaningful ways.

 

Making the Online Video Boom Work for PR, Branding

Thursday, October 15th, 2009

Getting Visual

Getting Visual

Posted by Krista Rogers

You can run but you can’t hide. The online video boom is here and it is not going to go away. And it is a great thing. Online video presents an incredible platform for public relations practitioners to help their clients or organizations improve communication and tell stories in new and imaginative ways. But the question is, “How?”

Earlier this month I participated in the PRSA teleseminar: Tapping into the Online Video Boom hosted by Mike McDougall, APR Vice President of Corporate Communications & Public Affairs at Bausch & Lomb that answered the questions so many companies are wrestling with.

Mike said online video should be an essential part of any corporate communicator’s toolkit. He really put the value of online video into perspective. It is no longer limited to channels such as YouTube or traditional broadcast media. It is becoming a cheap and effective tool that can be integrated into all of your communication tactics.

To quantify just how much impact online video has on internet users in the United States, here are some numbers from the results from a January 2009 Comscore report:

  • Over 147 million U.S. Internet users viewed an average of 101 videos each in January (more than three a day!).
  • 76.8 percent of the total U.S. Internet audience viewed online video.
  • The average online video viewer watched 356 minutes of video in January, (approximately 6 hours), up 15 percent versus December.
  • 100.9 million viewers watched 6.3 billion videos on YouTube.com (62.6 videos per viewer).
  • 54.1 million viewers watched 473 million videos on MySpace.com (8.7 videos per viewer).
  • The duration of the average online video was 3.5 minutes, up from 3.2 minutes per video in December.

Mike was kind enough to share his ideas for using online video to show off an organization’s attributes, all within a strategic plan. Here are his top tips with a little Gable PR insights as well.

ELEVEN ONLINE VIDEO TIPS

  1. Let your spokespeople speak! Be casual and non-slick.
  2. Show your lighter side. Be careful though, there is a caveat; don’t make it too light. Make sure the video is appropriate to the company’s personality and culture.
  3. Show what is special. What could you use to increase internal morale or external interest? Talk about how many patents you have? Secret ingredients in your hotel’s recipes? Brilliant engineering in your medical device? Special relics in your museum? You can even interview someone who has been with the company for many years and share that with the world!
  4. Become an expert. Share your knowledge! (Check out Gable PR’s Guru ™ Program)
  5. Dust off the archives. People like to reminisce and witness a company’s evolution and vitality.
  6. Tap the unexpected. Are people using your product in a different or creative way? Build on that!
  7. Make the complex simple. Let video explain the complex.
  8. Supplement a news release with a video clip or link to a YouTube video to further explain your points and add personality to the organization.
  9. Turn your blog into a vlog (video log). Share your opinions, ideas, etc. through a vlog instead of a blog to better engage viewers and enhance your point.
  10. Celebrate global efforts if they exist. Use personalities and experiences from other countries. Highlight it and show it off.
  11. Highlight success. Milestones are a cause for celebration and an opportunity to say, “Hey! Look at us!”

One of the greatest aspects of the online video boom is the bang you can get for your buck. Grab an HD Still Camera for $130 that will have video and be up and vlogging in no time. Need an event documented at your European headquarters in Germany? Don’t send over a whole crew. FedEx a $130 camera and have the footage uploaded in an hour (or have them buy it there if the price is right).

YouTube experts blogged about three factors that contributed to driving an overall growth of 1700 percent in uploads in the last six months: new video-enabled phones on the market, improvement of the upload flow and a new, streamlined process to share videos on social networks. The new technology creates accessibility that allows for endless opportunities for anyone to jump on board and use online video to their advantage. And it’s a must-have addition to almost every PR communications tool kit.

FTC to Bloggers: Disclose Freebies, Payments. Blogestapo in the Works? Implications for PR?

Thursday, October 8th, 2009

FTC Finds Blogger Freebie
FTC Finds Blogger Freebie

Posted by Tom Gable

As reported by the Associated Press, The New York Times and others, the Federal Trade Commission on Oct. 5 voted 4-0 to approve final guidelines for regulating anyone who reviews a product, including bloggers. As the AP reported:

The FTC will require that writers on the Web clearly disclose any freebies or payments they get from companies for reviewing their products. The commission also said advertisers featuring testimonials that claim dramatic results cannot hide behind disclaimers that the results aren’t typical…For bloggers, the FTC stopped short of specifying how they must disclose conflicts of interest. Rich Cleland, assistant director of the FTC’s advertising practices division, said the disclosure must be “clear and conspicuous,” no matter what form it will take.

Bloggers have long praised or panned products and services online. But what some consumers might not know is that many companies pay reviewers for their write-ups or give them free products such as toys or computers or trips to Disneyland. In contrast, at traditional journalism outlets, products borrowed for reviews generally have to be returned…The FTC’s proposal made many bloggers anxious. They said the scrutiny would make them nervous about posting even innocent comments.

Consumer advocacy groups were quoted as saying lack of disclosure is a big problem in blogs. They suggested putting more pressure on bloggers to “behave properly,” according to AP.

As reported in The New York Times:

The new rules also take aim at celebrities, who will now need to disclose any ties to companies, should they promote products on a talk show or on Twitter. A second major change, which was not aimed specifically at bloggers or social media, was to eliminate the ability of advertisers to gush about results that differ from what is typical — for instance, from a weight loss supplement…For bloggers who review products, this means that the days of an unimpeded flow of giveaways may be over. More broadly, the move suggests that the government is intent on bringing to bear on the Internet the same sorts of regulations that have governed other forms of media, like television or print.

The buzz on the blogosphere ranged from taking umbrage and pleading First Amendment privileges to those who felt bloggers needed to be held accountable and readers deserved to have all the facts, including those of sponsorship and freebies.

Then there are the concerns about business bloggers and experts who comment on companies, industries and trends rather than products. What type of disclosure is required if they have been paid by the company they are commenting on, or a direct competitor or consulting firm with ties to the company, its competitors or the industry? One “mommy blogger” from the United Kingdom questioned how it would impact those who receive free books to review.

I review books because I love them, and getting some for free is a bonus – now the US is cracking down on us mommy bloggers…They call it blogola – payola for bloggers – the term for free stuff that bloggers get to review on their site and even the cash that some accept for those reviews. Those “offers” can also take place on micro-blogging sites such as Twitter, as exemplified by the recent controversy surrounding the #nestlefamily event – in which bloggers have agreed to take part in a promotional event organised by the multinational company.

PRSA looked at the FTC notice and offered some possible applications of the guidelines:

  • Bloggers who receive cash or in-kind payment (including free products or services for review) are deemed endorsers and so must disclose material connections they share with the seller of the product or service.
  • Any firm that engages bloggers by paying them outright to create or influence editorial content or by supplying goods or services to them at no cost may be liable if the blogger does not disclose the relationship.
  • Advertisements or promotions that feature a consumer who conveys his or her experience with a product or service as “typical” should clearly disclose what results consumers can generally expect or specify how the results were unique to the individual circumstances.
  • If research is cited in an advertisement or promotion, any sponsorship of the research by the client or the marketer should be clearly disclosed.
  • Celebrities who make endorsements outside the context of traditional ads, such as on talk shows or in social media, should disclose any relationship with the advertiser or marketer.

One thing absent from the debate so far: enforcement.

Is the pronouncement actually part of a clever strategy to grow the FTC bureaucracy? After all, government is one of our few growth industries.

Will the FTC create a new Blogestapo modeled after the Transportation Security Administration (TSA)? Staffers in blue uniforms will sit hunched over computers in new facilities throughout the land reading a zillion tweets, clicking through to a million blogs and news Web sites and looking for evil-doers. Next, a press conference featuring the media-savvy President Obama talking about the importance of saving our country from the new Axis of Evil: Twitter, Facebook and Blogging.