Archive for the ‘Social Media’ Category

I’ve finally arrived!!!

Monday, April 12th, 2010

Yes, it’s finally happened.  I’m now on YouTube.  I was recently part of an amazing evening at Ignite Bristol – an import from the Ignite concept that first happened in Seattle in 2006.  As anyone who has been through any Net.Mentor training will know, I hate PowerPoint with a passion.  However, the concept of a timed 5 minutes with 20 slides in quite a buzz and some of the presentations on the first evening were stimulating, moving, funny or just completely off the wall.  In the end, I went for the serious topic of handling crisis, but I hope it was light enough to be all of the above.  You be the judge…

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Crisis and the power of social media

Thursday, March 25th, 2010

There have been plenty of examples recently of the power of social media and the internet in creating and overcoming corporate crisis.  Most recently the Greenpeace and Nestle spat demonstrated more than just the development of the original issue itself  (the environmental effects of the palm oil manufacture).   The handling of the initial feedback by Nestle showed that if you are going to get involved in the debate, you need to keep your cool and stick to the issues – as highlighted by this excellent presentation from Scott Douglas.

The result of nestle’s fan page moderator getting personal went way beyond the original issue and became the story in itself. It reminds me of the classic West Wing episode where Josh Lyman decides to comment personally on the Lemonlyman website, only to wonder why he suddenly turns from hero to villain and CJ threatens personal injury with a motherboard.

The lesson? Stick to the issues; stay focused on the facts and look for the collaborative option. The best communication is two-way and changes behaviours on BOTH sides. This is a prime example of how to get the balance completely wrong and pay the corporate consequences. Ironically, KitKat was originally a Rowntree brand – the organisation that was set up by staunch Quaker, Joseph Rowntree.  Interestingly, they were equally censorial back in the early ’80s when I was a Student at York University – York being Rowntrees’ home.  Whiel News Editor of the student mag, Nouse, we decided to run a fairly derogatory front page about Kitkat and Rowntrees latest union activities in South Africa.  Strangely, Rowntree asked us in less than polite terms to pull the publication.  Clearly we were being more than provocative and now, with corporate communication experience under my belt I can appreciate the issues of brand and reputation management.  However, a collaborative approach would have had a far better impact on student and company behaviour than heavy-handed corporate ‘big brother’.   Joseph Rowntree must be rotating gently in his grave.

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US on the path to health self-destruction – I blame the Danish!

Sunday, February 28th, 2010

As holder of an Honours Degree in Politics and self-confessed West Wing obsessive, I can claim to know just a little about US politics.  Now, there is an argument that a little bit of knowledge is a dangerous thing, but let’s skip over that minor detail for the sake of this particular blog.

A combination of diverse, yet related issues has reduced me to the point of wanting to book the very next flight across the pond, find a number of the so-called leaders of the free world/captains of global industry and beat seven shades of stupidity out of each and every one of them.  This reaction is in response to some recent news from the US political scene.

The first is a via a clever piece of writing by Martin Luz in the Huff Post about the ensuing sugar tax battle.  He talks about the war between the sugar refiners, food manufacturers and retailers and the increasingly large number (in more senses than one) of Americans try to understand why obesity is such a problem.  Within this is the role Coke is playing, using its massive Social Media PR budget to fuel the war of words and demonstrate that fructose really isn’t any worse than sugar which, as Luz so eloquently puts it, is “like saying heroin is no more addictive than cocaine”.  The potential for social media to play such a major role in dictating both social policy and consumer behaviour in a single campaign is fascinating while being, at the same time, saddening for a subject that should be a no-brainer for any rational thinking person.

Next up is the latest and, despite the spin,  apparently fruitless efforts by Barack Obama to convince Congress that the health of one of the largest populations in the world really does matter more than the shareholders in the medical insurance, hospital and pharma sectors – a point supported by civil rights campaigner, the Revd. Jesse Jackson.  For a moment, the rest of the world held its breath, believing that he might succeed where his Democrat predecessor, Bill Clinton, had failed.   He may yet, but only through a legislative loophole.   Again, to many, US healthcare reform would seem a no-brainer.

And finally comes the recent announcement by the Environmental Protection Agency that it is going to delay the implementation of emissions regulations for stationary sources and raise the previously agreed thresholds after it had received deputations from Senate Democrats.  Apparently, the Democrats are trying to pre-empt a move by the Republicans to block the legislation altogether.   The most telling comment, however, is from “industry officials” who claim that “regulating emissions such as carbon dioxide with the Clean Air Act could be overly burdensome to many energy-intensive sectors” and trotting out the “increased costs=lack of investment=lack of job creation” argument.   To which the response of any right-minded individual who cares about their health or that of the planet would be “Diddums!  It’s about time responsibility outweighed fiduciary”.

Which leads me back to my favourite TV programme.  West Wing is a superb look behind the scenes of the White House during the Clinton era – even predicting Obama’s candidacy some four years before it became a reality.  Through it’s insight I’m under no illusions about how complex major legislation creation actually is.  However, for the keen observers amongst us, I think it presents a a far greater and more fundamental  into the US’ relationship with sugar, obesity and its approach to healthcare.   Pick an episode, any episode.   Watch no more than 10 minutes and note in how many meetings there is an array of pastries, muffins and other sugar-ridden foodstuffs liberally placed on conference tables or the Oval Office sideboards.  Can you begin to imagine just how much Danish was consumed during the inconclusive 7-hour White House bi-partisan health ’summit’?  Constructive debate?  It’s a miracle those locked in the room didn’t succumb to diabetic comas… or maybe they did.

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Trust and social media – Mashable stylee

Wednesday, February 24th, 2010

I’ve been following Mashable for a while now, having discovered them via Twitter.  As with the likes of Guy Kawasaki, the Mashables keep unearthing a wealth of stuff that makes me wonder how they have time to make any money…except by continuing to unearth a wealth…..

Anyway, like so many articles and items that I’m lead to by the Twitterati, I occasionally have time for the briefest glance before I realise that I need to be focusing on what pays the bills chez Net.Mentor.  However, this particular Mashable article on trust and social media really caught my attention.  It is fascinating from a psychology perspective as well as from so many other angles relating to presentation skills, response times in the social media arena, trust and brand, etc, etc.  In particular, the Domino’s Pizza believability graph – although whether the graph can be believed is questionable in itself – and the relationship between body language, content and belief in the message.

Having just completed handout notes regarding feedback for a communication workshop I’m running next week, it is good to know that my recommendation of responding quickly to feedback, even if it’s just to say ‘thanks’ in the first instance, appears to be supported by a top psychologist.

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Professionals still have the journalistic edge

Thursday, December 10th, 2009

The role of the citizen journalist is clearly here to stay and, with the speed of delivery and monitoring of breaking/trending topics through the social media, this role is only ever likely to be strengthened.

However,  this doesn’t mean the end of the line for the professional journalist – a point well made in Jeremy Porter’s recent post.  Having trained and worked as a broadcast journalist, I know that the ability to point a mobile phone in the direction of a major event happening in front of you doesn’t automatically make you  a journalist.  It creates plenty of informed observers and that is only to be welcomed if, as in the case of Ian Tomlinson’s death during the G20 clashes in London, observational reality  can become a conduit to justice.

Major incidents, such as the Paddington rail crash, have plenty of eye witnesses who were only too keen to share their experiences on what was happening – although social media was in its infancy in 1999 when that particular event happened.  In that case there were BBC journalists travelling on the trains involved and it was they who called on to provide objective, descriptive and relatively balanced reports at the scene within minutes of the event and in subsequent news bulletins.

Although professional journalists may not always be immediately on hand for every incident, it is a safe assumption that during major, newsworthy events (the Hudson river plane crash being another example), the news-hungry public may turn to citizen journalism social media for their instant gratification, but will still rely on the professionals to undertake the gathering, filtering, editing, summarising and opinion-forming to deliver the ‘bigger picture’.

Long may it continue!

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Channels of anti-social media

Friday, August 21st, 2009

David Murray’s call for help and a father and son conversation has really got me thinking.

Social Media exponent Shel Holtz’s response to Murray’s plea is certainly helpful in clarifying the issues of time management in communication.  Interesting stuff and good that David has also taken time to respond in kind – that’s the conversation that Shel is talking about.  But it also made me think about my own contributions.

The reality is that you can’t be all things to all people and you can’t be pleasing all of the people all of the time.  We all have businesses to run and whilst content is an important part of Net.Mentor’s, it’s not just social media.  As with all communication, I think we have to understand that any channel, whether Twitter, Facebook or (whisper it) the printed word,  is just that…a channel.  We don’t read everything all at once and, even if you’re female or a journalist, we are only really capable of processing two or possibly three channels at one time.

It has to be about balance – and succumbing to the pressure of “I have to be out there” is going to kill us in the end.  My 86 year-old father has just given me GBH of the ear’ole for not sitting and spending time just talking with him.  “I’m too busy” is the reply.  “But I don’t understand what you do:I can’t see it, I can’t touch it, it’s all so…..intangible”.  Maybe, just maybe, social media is “anti-social” media.  Rather than spending telling the rest of the world, shouldn’t we just appreciate the moment of being at home with a glass of wine and talking to our friends or family while will have the chance.  Our true friends are the ones around us, our virtual friends are the ones creating their lives vicariously.

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United we band

Thursday, July 16th, 2009

Yes,  another sorry tale of a large corporate really not getting the whole customer service thing and getting ’social media’d’ in the process.  This time, it’s United Airlines in the US whose initial baggage handling ineptitude was apparently compounded by the usual customer service response of …….la la la la……………….. No!

Unfortunately for United, the classic big corporate response was met with a musical retort which has left their reputation whistling in the wind.  The victim, Dave Carroll of Canadian band Sons of Maxwell, or more precisely his $3,500 Taylor guitar, has become the latest YouTube-driven people-powered distruction of corporate credibility after Carroll wrote and videoed a brilliant song on the subject.   “United Breaks Guitars” has now had more than 3 million viewers and catapaulted Carroll and the band to world fame including an article in Rolling Stone.

To his immense credit, Carroll, after being offered compensation from United which he declined, then posted a humble and conciliatory statement on YouTube, even defending one of United’s employees.  New songs are planned to complete the story.  Even Bob Taylor, the guitar’s manufacturer, got in on the act with a clever piece of support marketing.

There is a phrase that has been used against me a few times as a consultant:  “The customer is always right”.  Well, no, they aren’t actually – it’s the reason why they bring in external expertise!  But the customer most definitely is king/queen.  The sooner corporates – and particularly airlines – realise this, the less work their public relations teams will have in facing social media crises and reputation disasters.

Still, at least United can take comfort from the fact that they’ve stratified the career of a jobbing country band from Canada.

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Let down by the Tweeple

Monday, April 27th, 2009

Last week I delivered a Talking Heads workshop on webPR to a group of delegates eager to learn the latest techniques of digital media and PR in the 21st Century.  It’s taken me a week to post this blog, because I needed time to reflect (and because Saturdays aren’t an ideal time to garner responses).

Heather Yaxley, better know to the blogosphere for her Greenbanana blog, was my co-tutor and we spent a stimulating day discussing SEO,  PR techniques and content writing for websites, social media, and creating a blog and podcast to show how easy it all is.

Naturally, throughout the day, we spent time talking about Twitter and its benefits of quick response, fast distribution, trending, citizen journalism, etc.  So what better way, I thought, to demonstrate this than to put a question out there and seek a response from the Tweeple (the people who Twitter). “Anyone got any good examples of webPR best practice?” I asked in wide-eyed anticipation.  I just wanted a couple of external ideas to inform our workshop debate from some other experts.

And that, ladies and gentlemen, was where Twitter and its exponents showed its true colours. I #tagged, I @tagged and I sent directs. Heather re-tweeted. The response was fantastic.

NOTHING! Not a sausage, nada, zip, f*(&% all.  Now, I’m not arrogant or self opinionated enough to think that Stephen Fry, Jonathan Ross or Richard Branson would sit bolt upright, drop whatever celebrity-dripping activity they were doing at the time and yell “Peter Brill’s asked me a question, I really MUST respond!” I also know that I’m a very long way from hitting my million followers. But some of the people I do follow are self-proclaimed social media ‘gurus’ who spend their entire waking hours, apparently, Tweeting their latest discoveries and words of wisdom to their glorious world of followers.

So where were you when you had the opportunity to demonstrate to sceptical PR practioners who are earning a living from the daily grind of messages delivery that social media really works? What happened that you missed an opportunity to demonstrate your expertise in a truly didactic context?

Don’t bother trying to tell me that you happened to be out at that moment, because if you haven’t already worked this out for yourselves, I could see you Twittering plenty at the same time – one of you even twittered a link about how Twitter is all about listening!!

I enjoy Twitter, it’s quick, it’s mobile and it’s easy to use.  But I’m also of the opinion that everyone is on ‘transmit’ and no-one has yet worked out what Twitter is really trying to achieve. Everybody is so busy demonstrating how busy they are being a  busy and important part of everybody else’s business, that they’ve completely lost sight of the basic principles of dialogue.

So when an opportunity presents itself to demonstrate just how positive a role Twitter can play in communications dialogue and education, it’s biggest exponents weren’t receiving.  They were too busy telling us how they’d just got out of bed, farted and brushed their teeth.

I’m sure there will be plenty of comments (one would be nice) about how I could have done this, that or the other to have changed the outcome.  Too late!  Apparently, the thing about Twitter is it’s incredible immediacy.  The moment is past. 

So our delegates left with their scepticism about Twitter intact, and I’m just carrying on transmitting tweets along with the rest of the tworld in the  hope that someone, somewhere might actually explain why they hell we’re all bothering.

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Net.Mentor Podcast #1

Wednesday, February 4th, 2009

The Net.Mentor Podcast

Simply click the play button to hear the podcast  

Welcome to the Net Mentor podcast – the first in an occasional series.

In Edition 1,  Peter Brill talks about the launch of our new website and offers some topical tips on writing web content that satisfies both search engines and readers.

The Net.Mentor Podcast

Simply click the play button to hear the podcast  

Credit: Music by Kevin MacLeod

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Strangely compelling transition

Thursday, January 15th, 2009

There’s something strangely compelling about Barack Obama’s Change.Gov website which includes video updates of his meetings with various key target audience groups and some fairly democratic posts at the bottom of the page.  We’ve all known for a while that the President elect ‘gets’ new media and web 2.0 – or at least his advisors do – but with just 6 days to go before he gets his feet on the rug in the Oval Office, the administration to be continues to project the image of momentum, dialogue and desire for change, as well as a bit of excited new puppy.

I can’t help but compare this with our own government’s You.Tube site  where the use of technology allows a question from a member of the public followed by an video answer alongside by the PM.  It’s clever, it’s certainly democratic, but sadly I find the compulsion to view less about the PM’s clearly rehearsed and political answers, than waiting to see what’s going to be in the background of the next questioner’s living room.

Yes, No10.gov  does all the right things, it’s easy to navigate and there’s all the right social media bells and whistles…but,  and maybe it’s just my West Wing brainwashing and my rose tinted spectacles getting misted up again, I look at the dynamic energy of the Obama administration’s communication and wish for something a bit more dynamic in my own back yard.  I’m not naive enough to believe the PR or expect any massive, world-shaking changes to occur in 6 days, or even 6 weeks, but looking at Change.Gov, you do get a feeling that there is something that might induce a slight tremor in a few months.

Sad to say, maybe we can still learn something from those damn Yankees!

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