Category Archives: socialplan

Just social media crises, or crisis for social media as well?


twitter logo map 09

twitter logo map 09 (Photo credit: The Next Web)

If you are a student of social media, its pleasure and pain points – by now you would be well aware of the ‘attacks’ or ‘hacks’ on the twitter accounts of prominent brands like @burgerking and @jeep.

You can read about the @bugerking part of the story here http://mashable.com/2013/02/18/burger-king-twitter-account-hacked  at @mashable

Online attacks of such nature are not completely surprising, given that the cyber world is getting to another place for brands to fight and fist it out. This is a world where every countries are resorting to cyber-warefare, so why blame the poor brands and their online army who try out the best to bring down competition. (Fact is, such attacks on brand online properties will only see an upswing now on).

Yet, what came as a huge surprise was 140-character powerhouse twitters statement after these attacks on the likes of @burgerking and @jeep.

In a statement published at twitter’s blog, users of the platform were advised on how to keep their passwords secure, and the kind of computers one should etc. You may see the statement here http://blog.twitter.com/2013/02/a-friendly-reminder-about-password.html

Given the un-swerving loyalty of millions of users and thousands of brands across the globe to its platform, @twitter could have done well in also stating facts about how such attacks happen at the first place, and more than that, what preventive measures it plans to have in place to protect its users.

In addressing any crisis, it’s useful to caution the stakeholders and help such situations/incidents from recurring.

But, another cardinal rule in crisis management/communication is to be forthcoming & clear as to what went wrong in specific cases – a simple statement of facts and events leading to a crisis, and added to that assurance that incidents of similar nature will not recur.

It’s about being loud and clear that everything needed to protect the ‘information integrity’ of users will be done.

As of this moment, @twitter has missed the opportunity to win this battle post the hack of accounts like @burgerking and @jeep

Brands are all geared to watch for and handle social media crisis, and battle them. But the question also is what if social media platforms themselves become crisis-points?

India is home to the pioneer in “newsjacking”… Who??


On test tube babies!

On test tube babies!

If you are in the public relations business, by now you must be familiar with “newsjacking”, more recently well articulated by David Meerman Scott (are you following him on twitter – you must do – @dmscott )

For those who are late, here’s how David defines newsjacking : “the process by which you inject your ideas or angles into breaking news, in real-time, in order to generate media coverage for yourself or your business. It creates a level playing field—literally anyone can newsjack—but, that new level favors players who are observant, quick to react, and skilled at communicating. It’s a powerful tool that can be used to throw an opponent or simply draft off the news momentum to further your own ends”.

By that, newsjacking is the easiest tool available in the arsenal of any right thinking public relations pro. And despite many downfalls and issues of ethics in what events ought and ought not to be “newsjacked”

You can read a load of stuff, all over the net, and in PR fora’ on recent uses of newsjacking, where it worked well and where it backfired.

Looking around, it realized on us that the pioneers of “newsjacking” are right here in India. You might be pleasantly surprised, but, in my view its as earyly as 1966 that and India company (offcourse with the help of their great agency) India might as well the home to “newsjacking”

Here, is a part of the story of Amul topical (courtesy : amul.com) Twitter handle – @amul_coop

On the Enron controversy!

On the Enron controversy!

“For 30 odd years the Utterly Butterly girl has managed to keep her fan following intact. So much so that the ads are now ready to enter the Guinness Book of World Records for being the longest running campaign ever. The ultimate compliment to the butter came when a British company launched a butter and called it Utterly Butterly, last year.

It all began in 1966 when Sylvester daCunha, then the managing director of the advertising agency, ASP, clinched the account for Amul butter. The butter, which had been launched in 1945, had a staid, boring image, primarily because the earlier advertising agency which was in charge of the account preferred to stick to routine, corporate ads.

In India, food was something one couldn’t afford to fool around with. It had been taken too seriously, for too long. Sylvester daCunha decided it was time for a change of image.

The year Sylvester daCunha took over the account, the country saw the birth of a campaign whose charm has endured fickle public opinion, gimmickry and all else.

The Amul girl who lends herself so completely to Amul butter, created as a rival to the Polson butter girl. This one was sexy, village belle, clothed in a tantalising choli all but covering her upper regions. “Eustace Fernandez (the art director) and I decided that we needed a girl who would worm her way into a housewife’s heart. And who better than a little girl?” says Sylvester daCunha. And so it came about that the famous Amul Moppet was born”

In a sense, even unknowingly, the Amul moppet has been ever since 1966, been only using the  concept of newsjacking in the best possible way, on issues that confront the people of this country – issues which were breaking news…

Right time to newsjack?!

Right time to newsjack?!

If you chose to look at the graph by David on when you should newjack, and compare it with what Amul has been doing almost on a daily basis since the birth of the Amul moppet, what else would you call the Amul topical but newsjacking in its truest sense.

And even better, Amul has been newsjacking using traditional media (call it brick and mortar), decades before all this internet thing happened!

So, who else but our own Amul as pioneers of newsjacking? Surely, David Meerman Scott would agree, hopefully.

What are the like examples of newsjacking you can think off?

And lastly, is “newsjacking” in your things to do in 2013??

 

Online activism, India et al


Online activist... can you ignore me??

Online activist… can you ignore me??

My country, India, has seen a spur of online activism in the recent few years, thanks to the growing disillusionment of the much touted urban middle class, and a perceived failure of the present country administration on a whole range of issues – from corruption, which has swept the carpet under the polity to law and order – where my sisters do not feel safe to step out late evenings, right at the heart of my national capital.

Some notable examples of recent online activism

  • The movement, India against corruption which sprung into existence thanks to the moral leadership of Anna Hazare, has used online tools in a big way, to spread the message across, gather people, and consolidate views and crowd source protest ideas. On twitter, they have mad e of numerous handles, the primary one being @janlokpal, and successfully built opinions.
  • In the protests against the recent moral assault and subsequent death of Delhi girl Nirbaya,  by a gang of rogues on a moving bus, many groups and individuals used the social media to spread their angst against the establishment and the police, protesting consistent inaction. Some notable handles in this episode were activist @tajinderbagga who was the target of police action, and a girl activist who was arrested for joining the protests.
  • Online activists crowd sourced strong protest against a Gurgaon hotel hosting a singing even of notable Punjabi singer Honey Singh, whose lyrics provoked anger for their lewd views on women, in the light of events after the death of brave girl Nirbhaya.

(just to illustrate a few; twitter handles selective and not exhaustive)

The increasing spread of information through social media, and a large number of concerted online and offline activists spreading information to garner support for any cause that affects the common man is a new trend that is catching up swiftly in India and neighboring countries as well.

The establishment and the stakeholders who are the target of such activism, either out of compliance and deference to the views of people, or out of the fear that a cascading effect of the information on them from online to offline to the houses to the streets, will impact the credibility – are partly giving in to some demands as a result of online activism.

While the measurement of the effects of online activism will be a bit farfetched as of now, the day is not far when social media mavens will also find out means by which the on the ground impact of such efforts can be quantified and the impact measured.

While in India, online activism has only sprung into action only in more recent times, globally, the trend is in place at least for the past decade, and is only increasing/bound to increase by the day as the social media has proven to be a platform for swift dissemination of real time breaking news and events, and in many countries where democracy is nonexistent or in peril, where mobile devices in the hands of the affected, disgruntled and victimized, are the only means by which they make messages go viral – and for the global media to take note.

There’s also a raging debate that’s been going on since a while on whether online activism is really a cause for worry across the globe – questioning the likely effect isolated groups can have on ground realities.  Malcolm Gladwell’s article in The Newyorker of Oct 4, 2010 http://nyr.kr/ap4hO1 stirred a social hornets’ nest, inviting a flurry of responses to the statement “ Social media can’t provide what social change has always required”.

Amongst the many interesting debates as a reply to Gladwells story, Erum Haider from neighboring Pakistan made very relevant and sort of ‘local’ responses to why social activism will make an impact and will stay on, and gain more power if used appropriately, for the right causes too. http://bit.ly/arngfb

With a fair amount of confidence, and the emerging nature of polity and demography in this part of the globe, one can say, with a fair amount of confidence that ‘social activism’ is indeed here to stay, and gain more strength as the clock ticks.

If you are a social media maven, ‘social media activism’ making J must be in your armor as well.

By the way, is it in the things to watch for in 2013 in your trend-watching list?

You can also see a brief history of online activism here http://on.mash.to/qYMYUU  

‘Newsle’ : a great tool for communication professionals!


A conversation with a  friend in the communications fraternity made a mention to me about a Newsle, an innovative news/content aggregation tool on people all over the world!

Newsle… check it out.

Picking up from their bio,  Newsle combs the web continuously, analyzing over 1 million articles each day – every major news article and blog post published online, as well as most minor ones. Newsle’s core technology is its disambiguation algorithm, which determines whether an article mentioning “John Smith” is about the right person.

On sign up using your Linkedin or Facebook id, you get to view all your friends, and network connects – with every mention in the news across the globe about them captured in one nice screen short – with their bio, news coverage with their quotes and views, and their twitstream.

In the crowd of a hundred new tools, I am not sure if there is any similar social space akin to Newsle. There may  be.  Yet, what immediately struck a note is how Newsle can be of immense use as a social and global tracker of people you know, you may work with, and people who you want to track.

Yes, i can hear you saying that’s what you do with Google Alerts, yet this appears to be more convenient, and easy to use – scores over Google Alerts on that.

Here are the quick uses that a communication professional can see in Newsle.

  • Track real-time your client organization and the key people.
  • If you are a PR agent for the rich and famous, you can see what is being said about them in the news across the globe.
  • Track competition and its key people, and figure out what PR opportunities are out there for a grab, and how you must hone your agility and ‘think out of the box.
  • Track journalists of your choice, in your country, region and across the globe – to get a real time feed of the kind of story opportunities, for now and for the future.
  • Newsle also has its own list of top trends (of people) in technology, CEO’s, CXO’s, journalists, and a whole lot of people like that! It could help you in people-spotting, and may be trend-forecasting, if you can cut through the maze!

The above are some hints of how Newsle can make life better, for communication professionals!

Go try it out for yourself!

Social media – Is there a crisis brewing somewhere out there?


#bdi Social Reputation Management Conference N...

#bdi Social Reputation Management Conference NYC March 2010 (Photo credit: ShashiBellamkonda)

Its become sort of fanciful or on the other extreme paranoia to keep chanting about an impending social media crisis, for the organization. To be ready to handle any social media crisis that will dent the reputation is now widely discussed and advised all over.

Yet, sometimes, it is not being prepared to handle of face such an event or online burst that is wanting – rather, it’s the vision or wherewithal to see a cropping up social media crisis for the organization and the ability to act post that, which is an impediment to effective crisis management.

So, what are some of the signs of a social media reputation hit, brewing in out there?!

  • Is there any unusual buzz around your brand (product, service, or people within your team) in the online space? Do you see some strange mentions about any of these, which has not been noticed earlier? This is something which is a pointer that you must take cognizance of the social media buzz, and probe to what may have triggered this. Yes, there is a possibility that this could be positive buzz. But, the cardinal rule in social media reputation management is this – unusual buzz tends to be more inclined on the negative side. A service issue, or a misdemeanor by someone in your global team is more likely to generate a discussion or post, that something good.
  • Has there been an event that has occurred somewhere, where you foresee a lot of buzz? Could be a part failure or lack of retail-end availability of your offering. Or just anything like that. Its imperative that you watch out the social media buzz in that region with alacrity. When you know that there could a negative buzz coming in, its easy to deploy the necessary people and tools, and take up and address queries, and have a social-response hierarchy in place – effectively dousing the negative buzz, before it flames your reputation.
  • Has someone in your senior team, be it even your CEO or someone in the top echelons of the organization erred in the manner in which some issue has been communicated to the media, or even in an one of one interview, which has been quoted out of context, and is beginning to set a negative reputation spiral? Good reputation managers, backed by their real-time experience can see the coming in such situations. In such cases, it’s easy to be prepared with an effective response, and even post it to all media, and in all social destinations, and then also handle individual queries on a case by case basis, as the situation or kind of media demands.

Here are just three illustrations that give the reputation manager or social media commander a feel of what could be coming in, and how it must be handled effectively to ward off an evil strike at the reputation base of the organization.

Logically, these can be extended to more permutations and combinations across geographies and various social destinations to serve as reputation hit forecasts.

Executive leadership, art of communicating, & “Reputation”!


English: President Barack Obama and Vice Presi...

English: President Barack Obama and Vice President Joe Biden meet with BP executives in the Roosevelt Room of the White House, June 16, 2010, to discuss the BP oil spill in the Gulf of Mexico. Pictured, from left, are BP CEO Tony Hayward, BP Chairman Carl-Henric Svanberg, BP General Counsel Rupert Bondy, BP Managing Director Robert Dudley, Senior Advisor Valerie Jarrett, Labor Secretary Hilda Solis, Attorney General Eric Holder, Biden, Obama, and Homeland Security Secretary Janet Napolitano (Photo credit: Wikipedia)

As a person on the communications learning curve ever, I am a great fan of Steve Farnsworth’s @Steveology blog, and a student alike.

I found this post “3 Things Executives Can Do To Be More Quoted In The News” a very informative one in the context of every top manager/leader being communicators for the organization!

By now, the world of communicators is too familiar with the reputation disaster the erstwhile BP CEO Tony Hayward was, in his now famous (rather infamous) “I’d like my life back” comment to the humongous disaster, the oil spill was.

The cardinal rule for any CEO/CXO who is in the line of sight of the media is to be always “battle ready”. This might indeed sound ominous, yet it’s the closest to reality and the best communications mantra!

Picture this – there could be a call from anywhere in the globe on something which has just been just happened a few minutes ago (hours and day response time are dead and gone forever – another rule to remember!). Any of these calls, if not responded to swiftly, can a long term ‘reputation impact’ on your company and its fortunes.

Add to the events per se that may impact your company, the buzz in the social media universe – someone cooks up a rumor, or goes by sheer hearsay, and tweets or posts a few words that could go viral in minutes, or hours – the ‘reputation’ consequences will impact you and your company too!

One quality that will keep your reputation index in good stead is this – your ability to respond in an appropriate manner to any query from any corner of the world!

The CEO may not have a magic wand to all queries, and it is important to admit and realize that – the best answer when confronted with an uncomfortable or ill-informed query is very simple – give me a while and we will come to you with the facts!

What happens in real-life is, on many such occasions, just the opposite – out of a quest to close the issue, and under pressure of the situation, the response is wee bit casual.

This is a perfect recipe for inviting negative media and negative soc-med, and  you are possibly and un-alterably messing up an already fluid situation.

If you think that an expert coaching intervention is needed to handle such events with the media, do ask your board or your organization, and tell them that it is a reputation imperative. Most organizations tend to have the belief that the CEO spokesperson must be suave and possess extra-ordinary skills in communication! This can be a huge advantage but not a pre-requisite at all.

In fact, track some PR crises and how suave spokesperson handled them – you will see that the over-confidence that comes out of being suave and flamboyant brings in a tinge of arrogance – a perfect recipe for many a media disasters!

Facts and truth, yes, nothing but truth – put across in simple language with amazing clarity and miles ahead of a suave and ambiguous, arrogant and just too casual remark.

Many PR careers have been shunted by usage of inappropriate language, unintended it may be – someone somewhere leaks it out when things go out of the hand! The mantra ought to be state the facts and only facts, in a language that can be scrutinized anytime later.

While speed of response is a paramount criterion, it never can be at the cost of language that reflects an unprofessional and casual attitude! Make sure that facts are not colored by style and the tone and tenor of the spoken or written language!

Executive leaders must endeavor to be masters in the art of communicating to the media. And get to being masters one event or crisis at a time – sans making any costly ‘reputation’ screw-ups.

Wild ‘out-sourcing’ of “reputation”, or ‘owned’ engagement?


English: Reputation management graphic that br...

English: Reputation management graphic that breaks down the elements of reputation management and how they fit together. (Photo credit: Wikipedia)

This might sound banal, but this is a harsh reality that can be re-stated a hundred times – the advent of social media, and its proliferation in our lives, has completely morphed the face of contemporary public relations!

Earlier on, even a couple of years back, we communication professionals worked in our own silos, even cutting off from the ground realities of the organization and the media landscape out there! It was a closed world, and the PR folk determined what can be and must be communicated to the rest of the world – and the tools like media briefings and press conferences came in handy in this one sided communication! Even better, PR enjoyed the luxury of entertaining and enjoying the luxury of selective coverage with ‘cultivated’  media (in my opinion, that’s a huge fail – there is nothing like cultivated media – you only get as much mention as your content-worthiness!)

With the arrival of the social world, those small joys are dead and gone! It’s a democracy of communication both within and outside the organization – the people in your company, and those in the outside world are more informed, and in no time, by the power of social.

You may shy away from conversation; and you may think you do so for the right reasons! Even as you do that, the tools of the social world are making sure that somewhere out there, there are a hundred other voices cooking up a storm in your reputation tea-cup!  If you are not pro-active in informing first, and creating engagement islets with all your stakeholders, then your reputation management is being unwittingly outsourced by you to the entire world!

If you are in today’s public relations business and doing something akin to the above, you must be crazy. And not that, at stake is your own reputation?! Saner communication professionals will never do that!

Step forward, communicate first and right, and willingly engage…    when you do that, you own the engagement, or if not own, you are well in control of your reputation!

Own the engagement, and never ever outsource reputation management – willingly or unwillingly!

Is Social ‘brand lift’ your target?


Social is all about engagement, and conversations.  The singular objective of any sane social media strategy is to foster engagement and create an ongoing stream of conversations, around your product, services, people – all encompassing to your brand!

Any strategy that drives up the engagement levels of your brand (or call it engagement of people with your brand), does in all certainty add to the overall marketing goals of your organization.

To rephrase, the singular intent of the strategy of any organization in social media space must be, to borrow a term from Jon Steinberg , to endeavor ‘social brand lift’.

How does Jon define ‘social brand lift?

He says, in one of his posts – “Social Brand Lift occurs when content that is candid, interesting, though provoking and shareable lands in the hands of the people most interested in discovering it”

In the case of your organization, or brand, the targeted brand lift must lead to an increase in a favorable perception towards the product or service. So, the goal of every single component of the social media plan is to make sure brand lift happens.

Brand lift happens when there is a purposeful engagement by the visitors to your site, followers across the various platforms your organization is in, and in the manner in which every query or concern in respect of your product, service, or even people issues is answered.

Social brand lift also happens only when compelling content is in place in all your social touch points – which are veritable goldmines that must be aimed at a great engagement with your target world.

To endeavor a social brand lift, is the baby step your social media strategy/execution takes, in building stronger and favorable brand perceptions for your organization.

Revisit your social plans now. Have you made sure that each of its components aims at a brand lift?

Social playbook – you thought it was all about PR or branding??


When was the last time you thought that a communication plan or social media action play book created for your organization (or the client if you happen to be an agency) could be to do with anything other than branding, public relations, buzz, and may be HR/employer branding?

The probability of this is very high – and it’s quite but natural for communication professional to work in a silo – a silo or PR or employer branding et al.

Well, those days are gone, and if there is such a play-book you proffer to your leadership, you are taking the first step in being a social media myopic.

The proliferation of social media across the different levels in your organization is complete, and you are well aware of this. By the same logic the proliferation of social media is as much complete in the external world – a world that encompasses your prospective employees, the next COO you are out to hire from out there, your product/service consumer, your media consumers (aren’t our journo friends consumers of what we communicate, and channels to a larger audience? J), your lenders (banks), your vendors and so on and on – just about every constituent you can imagine to be of present or future consequence.

Yet, how often does a play book you and me make cater to such a varied and dynamic constituency? If social was all about some buzz in the online world, then your playbook can be as you wish. But social is all about engagement, and at some point measurement of what the social media plan has delivered in value to the organization – and how much the plan has impacted the entire universe of constituents’ (call them stakeholders if you wish)

True, it will be impossible to make such a comprehensive play book. But what is important is to make sure that the kind of message that is sent out there is not just plain breast-beating to build an employer brand, but also to cultivate an image of a credible and competitive player in the space your organization is in.

Revisit your social plan now – do you see the kind of silo-isation as mentioned in the first part? Or can you see that you are factoring and attempting to engage the entire universe of constituents in your plan?

Revisit and Rewrite your social book today if need be. Not today, right now! 

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