When Spokespeople Attack: Whitman Victim’s Unit

It can sometimes get a little intense when preparing clients to meet with the media, whether via general media training sessions, or coaching for one off interviews.

Clients just want to get their stories across, and may not be used to the tough questions that can come with interviews. They might not like being challenged, or confronted with the reality that the reporter might intentionally try to get a reaction. Or, they may be nervous in anticipation of an interview with a reporter that is known to be an aggressive cross examiner.

The media trainer, on the other hand, just wants to do a good and thorough job in preparing the spokesperson to meet with the press.  We are the messengers, and prefer not to be the proverbial ones that get shot or caught in the cross fire. 
Yet that is what the NY Times says happened at eBay when Meg Whitman reportedly shoved an employee who was preparing her for an interview.  According to the Times

In June 2007, an eBay employee claimed that Ms. Whitman became angry and
forcefully pushed her in an executive conference room at eBay’s
headquarters, according to multiple former eBay employees with knowledge
of the incident… The employee, Young Mi Kim, was preparing Ms. Whitman for a news media
interview that day.

Posted in In the News | Tagged | 1 Comment

You can call it “Chevy” or “Chevrolet” – Just Don’t Call it Late for Dinner

So was it just a plain old bad idea? Was it a “rough draft” and a “bit of fun,” as a senior Chevrolet executive explained, regarding a memo disclosed by the NY Times yesterday in which the company exhorted against use of Chevy in favor of the full name?  Or was it something more sinister, even clever, a stunt designed to get fresh attention for the old brand?

The company wasted little time in responding to the negative public reaction in response to the NY Times article, which reported:

Bye-bye, indeed, Miss American Pie. If General Motors has its way, you won’t be driving your Chevy to the levee ever again.On Tuesday, G.M. sent a memo to Chevrolet employees at its Detroit headquarters, promoting the importance of “consistency” for the brand, which was the nation’s best-selling line of cars and trucks for more than half a century after World War II.

And one way to present a consistent brand message, the memo suggested, is to stop saying “Chevy,” though the word is one of the world’s best-known, longest-lived product nicknames.

While there aren’t many people that are going to stop using the shortened name, it is easy to see why Chevy would want to be consistent in their brand message. In today’s paper, there was a follow-up piece, which said:

But after a strong public reaction to a
report in The New York Times
on the note, G.M. issued a statement on
Thursday that said the memorandum had been “poorly worded.” The
statement said that the memorandum reflected Chevrolet’s strategy as it
expanded internationally, but that the company was not “discouraging
customers or fans from using” Chevy.

Posted in In the News | 1 Comment

Got crisis? Don’t bother us with more than one at a time, please

It is marketing conventional wisdom: when it comes to brand awareness, there is only room for two or three
Bozo-the-clown-bop-bag-165x300 leaders in any product category. All others are pretty much disregarded – people just can't seem to make sense of or remember so many product choices.

Similarly, is our ability to focus on too many crises at a time limited?  That is what an article in yesterday's New York Times says.

There’s no obvious link between an American bank, a British oil driller
and a Japanese car maker. But the reputational struggles of these three
global giants suggest one lesson that won’t be lost on shrewd
corporations: the court of public opinion — led by the political class
and including the media — appears capable of coping with only one
villain at a time.

The reporter (no byline, a Reuters story) came to this conclusion by examining media coverage of Toyota, BP and Goldman Sachs in recent months.

Posted in In the News | Comments Off on Got crisis? Don’t bother us with more than one at a time, please

Using Social Media to Build Influencer Relationships

I have a post on the Social Fluency blog today: Getting on the Radars of Influencers via Social Media.

It covers ways that you can use social media, e.g. blogs and Twitter, to build relationships with influencers.  Please see below for an excerpt, and visit Social fluency to read the full post.

For all the challenges the PR profession faces amidst the transition
to an online-centric media world, it is important to realize that there
are new opportunities too.

One example is in the realm of media and analyst relations.  While it
is true that the influencers we want to court have more distractions
than ever (just like everyone else) it is also true that there are now
more ways to get on their radars – especially if they (and you) are
active online.

Here are some examples:

For influencers who blog (or whose articles appear online):

  • Comment on their posts/articles
  • Link to their posts/articles
  • Add their blog to your/client’s blogroll
  • Write posts that mention and link to their posts/article
  • Invite them to subscribe to your (or client’s) blog
  • Invite them to guest post on your (or client’s) blog

For influencers who tweet:

  • Follow them
  • Call out and comment on their tweets via retweets and mentions
  • Thank them if they follow you
  • Use direct messages (carefully)
  • Use hash tags to align with topical areas
  • Tweet about topics relevant to their beats
Posted in PR Tech | Comments Off on Using Social Media to Build Influencer Relationships

Would You Believe: Press Release Chip Shot the Cure for the Gulf Oil Mess?

The Gulf oil spill has given the world a taste of oil industry jargon. 

Jargon is something that we deal with and take for granted every day in the tech PR world.  It is sometimes interesting and fun to see families and friends chew on unfamiliar terms as related technologies start to enter the mainstream – e.g. I have had to explain blogging and Twitter to my dad, who is almost 80.

With the Gulf oil mess, the language used to describe potential fixes seems almost designed to capture attention.

The whole episode reminds me of scenes from the old TV show Get Smart – the ones where Agent Smart, played by Don Adams, tries to get out of difficult situations through hollow threats, each one prefaced by “Would you believe…” Such as (when a KAOS agent is holding Smart at gunpoint and it is pretty clear that the cavalry is not coming to save him) “Would you believe this building is now surrounded by angry boy scouts?”

They say that laughter is the best medicine (and I would laugh if it weren’t so sad), but just for yucks I thought I’d imagine a riff on oil spill cures tried so far – and one additional cure: would you believe a wad consisting of all the paper created by all press releases that are cast aside could plug that hole?

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So is it a Geek Thing? / Facebook Friend Limit

I love words, and used to love William Safire's NY Times Magazine On Language column when he was around.
I also enjoy other parts of the Sunday NY Times (although it often takes me the better part of the week to get through it).

The longer articles in the weekend paper analyze news of the week and provide context.
This week's issue had two articles of that really caught my attention (so far).

The first, Follow My Logic? A Connective Word Takes the Lead, caught my eyes because of said word passion. It starts:

So this is about the word "so"

and goes on to describe the growing trend to use the word "so" at the beginning of a sentence:

“So”
may be the new “well,” “um,” “oh” and “like.” No longer content to lurk
in the middle of sentences, it has jumped to the beginning, where it can
portend many things: transition, certitude, logic, attentiveness, a
major insight.

The article quotes no less a prim and proper figure as Hillary Rodham Clinton's use of the word in this way.
A little later, it states that the convention began in Silicon Valley:

So it is widely believed that the recent ascendancy of “so” began in
Silicon Valley. The journalist Michael Lewis picked it up when
researching his 1999 book “The
New New Thing”
: “When a computer programmer answers a question,” he
wrote, “he often begins with the word ‘so.’ ” Microsoft employees have
long argued that the “so” boom began with them.

This jibes with my experiences, as I am sure I have run into this more in my conversations in tech circles than elsewhere.

Another article caught my attention because of my enthusiasm for all things related to social media.
Are 5001 Facebook Friends One too Many? discusses the theoretical and very real limits to the number of friendships one can maintain.

The Dunbar number, based on research (I have blogged about this) says that the number of friendships one can realistically maintain maxes out at 150.
Facebook, on the other hand, seems to scoff at this number, and does not discourage gratuitous friending – that is until you hit 5000 friends. The article says:

What would be an impressive, even exhaustive, number of friends in real
life is bush league for Facebook’s high rollers, who have thousands.
Other social networks use less-intimate terminology to portray contacts
(LinkedIn has “connections,” Twitter has
“followers”), but Facebook famously co-opted the word “friend” and
created a new verb.

Facebook discourages adding strangers as friends, adding that only a
tiny fraction of its 400 million users have reached the 5,000 threshold,
at which point Facebook wags its digital finger and says: That’s
enough. The company cites behind-the-scenes “back-end technology” as
the reason for the cutoff, implying that the system will implode at the
sight of a 5,001st friend.

I found another great article to include in my roundup – this one on journalist blogs and editorial standards, and featured as today's post on the Social Fluency blog,

Posted in In the News | 2 Comments

Off to the Clios Tonight

I am going to the Clio Awards (the ad industry bash) tonight and am excited about this for a couple of reasons.

Why should a PR guy care about something that is generally regarded as an advertising industry event?
First, it really does seem like a great lineup.

Here is the overview for tonight:

The Interactive & Innovative
Awards will honor work in the following mediums: Interactive; Innovative
Media; Integrated Campaign; Content & Contact; Design; Strategic
Communications/Public Relations and Student. At this time, CLIO will also recognize
the Agency of the Year, Advertiser of the Year, Network of the Year, Production
Company of the Year and Lifetime Achievement Award winners.

Rob Riggle is hosting, which is pretty cool.  And PR is part of the agenda.

Second, the event marks the first time I have been invited to an industry event because of my role as a blogger.
Below I list some other posts that mark my evolution as a blogger.

Why I like getting pitches

More on Blogging and PR

Posted in Events | Comments Off on Off to the Clios Tonight

Wired Magazine Says Science Needs to Up its PR Game

While providing PR support for a publisher of science journals, textbooks and online search and social media tools, I executed a number of campaigns that targeted researchers a couple of years ago. Part of the project involved studying the social media habits of this group, to better understand how many use various online tools and maintain blogs,for example.

We determined that researchers are (or at least were, at the time) a reclusive bunch when it comes to blogging. The competitive nature of their work compels scientists to keep their information cards close to the vest when it comes to online communications about topics they study.

So it did not surprise me to see the Wired article "Appeal to the Heart" in the latest issue that maintains that scientists need to do a better job communicating, and that they are losing the information war with pseudo science.

The article reported that attendees of a meeting of American Association for Advancement of Science discussed the challenges posed by climate change deniers.
According to the piece:

…the answer isn't more science, it's better PR.  When celebrities like Tiger Woods or Tom Cruise lose control of their image… they hire an expert. What the climatology community needs is a crackerjack Hollywood PR team.

It goes on to quote an entertainment industry PR expert, from the firm that represents Ellen Page and Pee Wee Herman.

First off, I am not sure there is a problem here. There will always be extremists and true believers regardless of what hard science reveals.  It does raise a compelling question: who really is ahead in shaping public opinion on various issues that pit hard science results against alternative views?

Assuming there is something to be worried about, I am not sure I buy into the cure discussed in the article. Science cannot be reduced to a brand like cottage cheese or Pee Wee Herman, in my view.
The issues are much more complex. The challenge is more akin to one that a tech PR firm would probably be well equipped to handle, as an example. Or perhaps a political PR firm, because to do this right you might need to mix it up, roll up your sleeves and possibly get tough. I am not sure if the seemingly straightforward but genteel tactics (recruit celebrity spokespeople, work harder to get the facts out) espoused in the article would have much of an impact.

Could there be anything more dry or boring than a contingent of white coated lab researchers lecturing the American public across all forms of media? Do celebrities have any credibility here? You need to wake people up, shake them by their lapels and get them to care. Al Gore and other high profile figures have been out there forever to little effect.

My advice is be dramatic and take no prisoners.  E.g. why not make it personal and publicize the views and leanings of the pseudo scientists to show how extreme they are?

I am not sure if the scientists would play along though; according to the article

"Scientists hate the word spin. They get bent out of shape by the concept that they should frame their message," says Jeniffer Ouellette, director of the Science and Entertainment Exchange, a National Academy of Science Program that helps connect the entertainment industry with technical consultants

(Yes, there apparently really is an organization like this.)

What do you think? Who is winning the information war and what approach should scientists take to better communicate their findings?

Posted in PR | 3 Comments

Crisis Management in The Office

The Office, one of my favorite TV shows, once again dabbled in my profession as yesterday's episode
The-office-nbc revolved around crisis management, PR and social media. It was
another misguided episode in DIY gonzo PR (see this link for the wrap on an earlier show on the same topic).

In an updated twist, there was a lot more talk about social media this time around. 
Just like last time, their collective efforts rendered crisis management an oxymoron.

It all started when word got out that the printers the company now sells spontaneously catch fire (this has been a running sub plot).  Michael confides to the camera that he has
indulged in a little DIY "PR," and spoke with a reporter regarding the product quality issue.

It was funny watching the CEO, played by Kathy Bates, try to find out who was behind the leak(s). Michael played along, and hilarity ensued as he, Joe (the new flunky from corporate) and the CEO conducted an inquisition.
It was a a real whodunit, a kind of fear and loathing meets The Office as the management team grilled the employees:

  • The lawyers and IT came in to do a search of the computers in an attempt to find the leaker 
  • Michael said "smash all the computers!"
  • Eyes were on Kelly because she tweets, blogs, Woofs (as Ryan said, Woofing is the last word in social networking)
  • The IT guy fingered Andy (having caught him taking a video of the printer catching fire for YouTube and writing a letter to an editor) and stormed out flipping a pix elated finger as he quits in disgust

This was not quite how we handle crises in the real world, but it was fun to watch nonetheless.

Posted in Fun Stuff | Comments Off on Crisis Management in The Office

The Evolving art of the Headline

David Carr’s Media Equation column in the NY Times on Monday discussed how the online world is forcing
Plana1PeriodicoUSA a shift in the way headlines are crafted.

In addition to explaining how the perpetual search of just about everyone for more search engine juice and eyeballs affect the way that headlines are crafted, he pines for the headlines of yesterday’s print-dominated world:

… it’s a long way from the poetics of the best of print headlines.
And not just The New York World at the turn of the century, which had
wedding cake headlines that spilled gloriously down the page. Think of
the expansive headline on The Wall Street Journal’s article on
passengers trapped on a Northwest flight:

Wedding cake headlines? Sounds yummy, made me hungry and curious so I hunted down an image of the New York World which you see to the right.

I have blogged often about the importance of good headline writing (see my post Crafting Headlines that Pop).  Attention is now king (sorry content, you have been deposed), and whether you are writing the subject line of an email or a tweet, or press release headline, the words in the initial approach determine whether the reader will read further.

I don’t understand or agree with everything in the article but Carr does make some excellent points and sheds light on a few things I didn’t know.  He discusses the implications of a world in which headlines are written for machines rather than people to drive traffic based on improved SEO.   He says

Headlines in newspapers and magazines were once written with readers in
mind, to be clever or catchy or evocative. Now headlines are just there
to get the search engines to notice. In that context, “Jon StewartGlenn Beck
is the beau ideal of great headline writing. And both Twitter and
Facebook have become republishers, with readers on the hunt for links
with nice, tidy headlines crammed full of hot names to share with their
respective audiences. 

Slams

Keep in mind that all of the things that make headlines meaningful in
print — photographs, placement and context — are nowhere in sight on
the Web. Headlines have become, as Gabriel Snyder, the recently
appointed executive editor of Newsweek.com,
said, “naked little creatures that have to go out into the world to
stand and fight on their own.”

This has me confused – the context is different and in some cases barely there (e.g. with Twitter) but there most assuredly is context online, and it is often very rich. Perhaps he is talking about Twitter, or headlines skimmed by a newsreader that are shown independent of context.

The Huffington Post is very advanced in this regard.  Carr writes:

The Huffington Post knows its way around search engine optimization, or
S.E.O. as it’s known. A story about whether the president would play
golf with Rush Limbaugh was headlined: “Obama Rejects Rush Limbaugh Golf Match:
Rush ‘Can Play With Himself.’ ” It’s digital nirvana: two highly
searched proper nouns followed by a smutty entendre, a headline that
both the red and the blue may be compelled to click, and the readers of
the site can have a laugh while the headline delivers great visibility
out on the Web.


The Huffington Post sometimes tests two different headlines in real time
to see which the audience is responding to. (“How to Reduce Your Oil
Footprint” did better than “How to Say No to Big Oil and Reduce Your Oil
Footprint.” Go figure.) The site also uses its Twitter account to
solicit reader suggestions on headlines. Arianna
Huffington
, editor in chief and a founder of the site, rejects any
notion that it is dumbing down in search of eyeballs.

Regarding long headlines, Carr writes:

There’s no room for that kind of discursive, descriptive run-on on the
Web….
Google’s crawlers and aggregators like Digg quit paying attention after
60 characters or so, long before readers might. 

The article also includes commentary from Nick Denton and others on the evolving art of the headline.

 

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