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…
Posts Tagged ‘Social Media’
I’ve finally arrived!!!
Monday, April 12th, 2010Tags: communication, Crisis Management, Media, public relations, Social Media
Posted in Crisis Management, Media, Social Media, communication, public relations | No Comments »
Crisis and the power of social media
Thursday, March 25th, 2010There 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.
Tags: communication, Crisis Management, public relations, Social Media
Posted in Crisis Management, Social Media, communication, public relations | No Comments »
US on the path to health self-destruction – I blame the Danish!
Sunday, February 28th, 2010As 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.
Tags: Politics, Social Media
Posted in Social Media, public relations | No Comments »
Trust and social media – Mashable stylee
Wednesday, February 24th, 2010I’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.
Tags: communication, Presentation skills, Social Media, Twitter
Posted in Social Media, communication | No Comments »
Professionals still have the journalistic edge
Thursday, December 10th, 2009The 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!
Tags: Add new tag, communication, Content, Media, Social Media, writing
Posted in Content, Crisis Management, Media, Social Media | No Comments »
Push on!
Friday, May 29th, 2009Push/pull communication is a subject of regular debate amongst my CIPR students, but a blog post by Jeremy Porter in Journalistic about this subject and ‘interruption marketing’ set me thinking about a current strategy I’m using with a client which combines both push and pull.
Porter’s premise is that push and pull, when used strategically, can both work, although pull is preferable. But, most of all, that content is king – a point I made in a recent post and have been banging on about in our business for some time.
But Porter also raises the issue of interruptions and how this form of push can be offputting unless used strategically. My recent experience would also suggest that a combination of the two can work powerfully.
Experts in their field of online learning, Akamas have recently started to address social media and web 2.0 for their own marketing communication. Helped by the fact that they have in-house, recognised experts who are also excellent writers, blogging is likely to become a positive aspect of their communication.
However, as we all know, there are millions of individuals and organisations already out there and cutting through the noise to get noticed can’t just rely on Pull. A strategy of writing for their own blog or business articles, but then notifying key online media editors seems to be paying off. The push approach is interruptive, but only as far as saying – “we’ve written something that’s interesting and relevant to you, it’s posted on our blog or an in-house article, but please feel free to use it as an article or blog post yourself.”
The response, on the whole, has been very positive so far. Let’s face it, an editor isn’t going to turn away relevant, well written content that may in itself create more traffic for a site that already has pulling power.
Eventually, any well written, relevant and engaging blogs should have enough of their own pull to make it onto the RSS readers or blogrolls of their key target audiences. But in the meantime, the power of push and pull in two-way communication clearly has its benefits.
Tags: blogging, communication, creative, online content, Social Media
Posted in Content, Marketing, Web content, blogging, communication | 1 Comment »
Let down by the Tweeple
Monday, April 27th, 2009Last 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.
Tags: blogging, communication, podcasting, Social Media, Twitter
Posted in General, Social Media, blogging, podcasting | 3 Comments »
Everybody’s doing it…should I be scared?
Saturday, April 18th, 2009It seems like everybody’s ‘doing’ the social media and content writing thing in one way or another. Should I feel threatened or scared? Or should I just feel happy to be part of the whole process and comfortable (smug) about the fact that I’m far enough along the curve to have clients who are willing to pay me to help them write web content or advise them on social media activity?
In fact, it’s a bit of both. Chris Brogan is right when he says it’s not easy. Tom Barnes gives me a hard time for not writing enough – and I’m still trying to work out how he has time to add so many articles to his website and still manage his clients. And all of this angst is prompted by visting Brendan Cooper’s blog to find that he’s now officially writing content for a living.
But the very fact that I feel comfortable in introducing possible ‘competitors’, is a kind of celebration of the fact that the whole content element of communication is really alive and kicking – perhaps more than ever. Yes, the developing communication strategies is challenging and great fun, but my writing (whether it’s blogs or media releases) and multimedia production work takes me back to the roots of what I do best – after all I started my working life as a broadcast journalist.
So, in answer to my own question: is it scary? Yes, knowing that there are so many of us generating so much content as part of the ‘conversation’. Is it threatening? Possibly – I’ll soon find out if the three people I mentioned above are suddenly swamped with business generated by this blog post! But in reality, it’s fulfilling to be able to use my creative talents on a regular basis – enough to make a living from something I really enjoy.
Smug? Maybe, but sometimes one needs to recognise that years of graft have led to a modicum of expertise.
Tags: blogging, communication, copywriting, Social Media, Web content
Posted in copywriting | 3 Comments »
“Sorry” still seems to be the hardest word
Friday, April 17th, 2009Interesting article in Advertising Age by Abbey Klaassen about weathering a Twitterstorm. She uses the recent Amazon cataloging crisis as yet another example of poor response to a crisis. Much closer to home, Gordon Brown has finally decided to use the “S” word to make amends for yet another internal e-mail debacle. Despite the fact he’s said “sorry” (he may even have meant it), it all seems to little too late and he’s now accused of spin.
Whenever we undertake crisis management training, there are two messages we try to get across to people at the very start.
1. There is nothing wrong and everything right with saying “sorry”. It doesn’t mean you’re liable, it doesn’t even mean you did it, it just means that you are capable of showing some humanity about a bad situation.
2. Perception is reality. It doesn’t matter that right is on your side (or not), what matters is what your publics believe is right and how you address their perceptions. But as Klaassen points out, you need to be sure that the crisis commentary is coming from your publics and not a group of people who have little or no impact upon your business, its status and reputation.
In a crisis, kneejerk strategic reactions are the worst possible course of action. However, making a statement quickly is a positive first step. You don’t actually have to say anything other than “we are very concerned about the situation and are taking action to investigate it”. Coming over all ‘corporate’, self-righteous and defensive is not the language to use unless it’s in line with every other piece of your external communication (in which case maybe we can give you some advice about your general communication)!
Early communication makes you visible, gives you some breathing space and offers you a chance to direct people to more factual information as soon as you are able to release it. Hiding isn’t a solution – if you don’t talk, other people will do the talking for you.
One other piece of advice that is emerging from the development of social media and ‘groundswell’, is to listen carefully to the ‘buzz’ and see just how balanced it is. As Klaassen points out, it is important to know who is actually doing the talking and just how influencial they actually are as core customers/clients/audience base or brand champions. It’s human nature to immediately focus on the the negative comments, but if you take a step back you might find that the feedback is self-balancing and that you have allies prepared to jump to your defence without you having to prompt them.
But most of all, in a true crisis be yourself and be sincere – if you get it wrong, saying “sorry” might be the hardest word but it’s a good one to start with.
Tags: communication, communications, Crisis Management, Social Media
Posted in Crisis Management, communication | No Comments »
Net.Mentor Podcast #1
Wednesday, February 4th, 2009The Net.Mentor Podcast
Simply click the play button to hear the podcastWelcome 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 podcastCredit: Music by Kevin MacLeod
Tags: communication, Net Mentor, online content, Podcast, podcasting, Social Media, writing
Posted in General, Social Media, podcasting | No Comments »