Social Media

  1. Fair Play or Out Of Bounds

    Published on Thursday, January 28th, 2010

    The ability of the media to ‘spark’ a controversy, and that of social media to ‘fuel it’ has rarely been better illustrated than the histrionics raging in Australian over the comments made by the new Leader of the Opposition, Tony Abbott, when asked the question:  what advice would you give your daughters about sex before marriage.

    The question was posed by The Australian Women’s Weekly when doing a personality piece on Abbott. His response [not to give away their virginity lightly] is, I would have thought on face value, acceptable enough fatherly wisdom.

    However, when you are a politician, nothing is taken on face value.

    As would be anticipated, the reaction to his comments has been as diverse as ‘a brilliant answer’ to ‘yet another self-acknowledged one-time drug-taking, Vatican roulette-playing, shagabout, white, middle-aged male telling young women not to do what he did when he was their age’ (an Australian comedian).

    Now Abbott is an experienced politician, and his media minders are hardly likely to be lightweights, so it’s not unreasonable to assume he knew what sort of reaction he was likely to generate. The decision to answer the question the way he did had to be deliberate, and was designed to achieve a specific result.

    Post coverage analysis will tell him whether he obtained what he set out to achieve.

    By and large, New Zealand politicians have steadfastly refused to allow or inject their families into media coverage to raise their profile. In Australia, some at least are obviously not so reticent.

    I think the Kiwi approach is the wiser.

    What is of real interest to those of us who work in the media world is the power social media has to take the initial story, and fragment it into stories about politics, parenting, morality, religion, feminism, manipulation (of the media), hypocrisy and personal choice, to name a few.

    For those who have doubts about the power of social media, have a read.

    One only hopes that the media does not seek to prolong the controversy by asking Mrs Abbott and her three daughters as to their views on Mr Abbott’s musing. Enough is enough!

  2. Curious questions for a new decade

    Published on Monday, January 25th, 2010

    Fitting the pieces together1. Where did the man on the street go?

    Web 2.0 where? We wondered if the exuberance around the democratising power of the all-access-internet we saw mid-decade hasn’t become a bit deflated in the past year or so. Could the man on the online street have been shouted out by the noisier and better resourced?

    With a host of new web tools and loads of corporates, newsmakers, brands, politicians and NGO’s joining in the discussions, there is real concern over authenticity of content.

    We need the man on the street to speak out to ensure the balance of power remains fair.  We need genuine two-way conversations, or this fantastic medium will become another advertising forum with one-sided conversations.  Certainly the economic downturn has redirected people’s focus, but we are predicting a comeback of the everyday opinionated. And what a comeback it will be!

    2. Will the media make it? 

    Of course they will, but in what form? They have copped it with both barrels and boy it shows.  Barrel one – technological change has seen news content migrate online without a viable commercial model. Second barrel – audiences largely want their news ‘without’ advertising at a time, place and in digital format of their choice. Add in the reduced effectiveness of traditional advertising, which bankrolls most media, and ouch.

    Some outfits will no doubt falter, but by the decades end we are likely to be paying for quality news one way or another, and we won’t mind or probably even notice. Check out the New York Times who are on the brink of making it pay and they need to, because let’s face it, delivering real news real well costs a packet.

    3. Why are we more interested in the fallen mighty than the mighty issues?
     
    Despite the scary state of the world (think world peace, climate change and economic upheavals), celebrity news will always win the day.  The value in seeing the private foibles of the mighty such as our media stars, politicians, business leaders and sports stars played out in public is immense.  We think it might have something to do with the fact that it makes people feel better about their own lives, knowing that even the rich and famous don’t get it right all of the time.

    To err is human and to recover is clearly seriously divine. Unfortunately the message to the impressionable is that professional success allows for serious personal failures – providing we apologise.  All it takes for those in the public eye who have been caught out is to make a heartfelt mea culpa, fall on their sword or better still, check in to rehab, and all is forgiven – eventually.  While it might take our mind off the real issues at hand, it prompts real concerns for the impact it might have on younger generations.  Do some media not have a responsibility to truly hold these people to account in the people’s court?

    4. Is there a journalist in the house?

    The principles of the 4th estate are to hold the powerful accountable, to scrutinise and to provide transparent information on behalf of the citizenship so we can all choose how to vote, work, or shop.  This scrutiny requires experienced, thoughtful people working in an environment free of hefty commercial imperatives.  That’s a big ask given an environment where newsrooms are stretched to their limit, and media owners are screaming for more efficiencies to drive profit they now can no longer raise from advertisers.

    But never fear, journalists are a nuggety lot, and while it will take some time, we predict the next decade will see the rise and rise of the individual journalist.  Once the true value of their content is understood, and we have a workable way to pay for it, the face of news is set to change for the good.  This new breed will be real life crusaders with massive spheres of influence standing clear of news organisations to become brands in their own right, and they will cover the gamut of political viewpoints, single handed.

    5. To Blog or not to Blog?

    Our final question is an easy one really and the answer is an emphatic yes! While we may be a tiny drop in the Blog Ocean of billions, we are determined to shine in our own way.  We hope you keep following us and using your people power to ask the questions and pose new issues.

  3. Do the hoki-toki

    Published on Tuesday, November 24th, 2009

    Shoal of fishWe’ve all heard plenty about the potential threat to the reputations of business and brands posed by new online tools.

    These networks, coupled with the ability of Google to draw a crowd on any topic, can spread bad news far and wide. It’s simple: pick an issue, mix in some influential commentary, and then watch the trending and traffic stream based around the keyword take off. Instant crisis.

    We were interested to note a new development which could help balance the communication ledger somewhat, and help turn a possible crisis into an opportunity to communicate.

    The fascinating new tactic has been termed ‘media accountability’ by its leading proponent, New York PR man Jim McCarthy.

    We’d been keen to hear your views on this. So follow the link:

    http://www.niemanlab.org/2009/11/new-public-relations-beating-back-bad-press-with-google-adwords/

  4. Fair Game – what’s thought in the real world can now be posted online

    Published on Wednesday, November 18th, 2009

    Google’s Sidewiki, an application that appears as a browser sidebar where you can read and write entries along the side of a webpage, could become the ultimate platform for those who like to share their views and opinions. Brands and business had better sit up and take notice of this development.

    Sidewiki is a new way of allowing anyone to contribute information, comments, observations and criticisms right there on a webpage. Think about this for a second, with Sidewiki, any web based article can be transformed into a public space of unedited thoughts ranging from super insightful, through helpful and witty, to downright malicious.

    Many of us who are comfortable with the free-for-all of social networking spheres may not see this as a big deal because currently blogs, micro and otherwise, are the open forums in which people discuss all manner of things, including the performance of brands. 

    But Sidewiki will make these conversations mainstream. 

    It will now be impossible for brands to broadcast a message or to communicate in a one-way traffic style and not potentially be called to account.

    This new tool makes two- way communication the only communication option for brands as people now have the ultimate soapbox to express their views, right out there for all to see.

    For corporations, the Sidewiki forum drives home the importance of being able to stand up to scrutiny and being prepared to engage in robust discussion, with the added bonus of being able to defend your position too. Bring it on!

  5. Transparency of TMI

    Published on Friday, November 6th, 2009

    There is a fascinating story in today’s National Business Review about some alleged liquidation hi-jinks. Basically it is about the suitability of a parade of possible liquidators, but our interest is not in the substance of story but the issue of over-disclosure.

    The story notes that one of apparent liquidators, in a series of them, was one Melissa Watson. It went on to state that not only was Ms Watson unqualified for the role, she could not be impartial. The grounds for the lack of partiality being she was one of three friends of the person whose building was being put into liquidation, Brent Clode.

    The alleged source of this friendship?  Mr Clode’s page on the social networking website Facebook!

    This raises a number of questions, like:  what is the status of your relationship if you are not featured on the Facebook page of someone you know well; if you are not on Facebook, do you have any friends, or does anyone care about your friends; and, is Facebook a form of over-disclosure, or plain honest transparency?

    This story does illustrate the TMI-factor of social networks.

  6. New Media gets a dose of ethics from the FTC

    Published on Monday, October 12th, 2009

    TrumpIt’s fair to say that traditional media has envied the huge freedoms Internet publishers enjoy. On the Internet, any man and his dog can be publishers, editors, ad sales people – at the same time, without the “Chinese Walls” traditional media like newspapers and television are required to have, to avoid accusations of bias and advertorialising.

    Without mentioning anyone in particular, there are influential bloggers and webmasters who have felt that the rules of ethics that bind traditional media do not apply to them. With their enormous reach and clout, they have tremendous power to influence if they decide to endorse products or services, and have at time run foul of the law courts too.

    The trouble is, without transparency, such endorsements could potentially mislead readers.

    There have been some moves to voluntarily introduce for instance a Blogger’s Code of Conduct, but the US Federal Trade Commission (FTC) has had enough and sharpened its tone against the New Endorsers. New roles have been issued and they state quite clearly that if you have material connections with anyone whose products or services you endorse, it must be disclosed.

    Bloggers paid in any form, and this includes receiving free products or services in exchange for reviews, are said to be endorsers by the FTC. From now on, they must disclose their relationships with vendors right up front. Likewise, a firm that pays bloggers or seeks to influence editorial content by supplying material or services for free must say so up front or face legal liability.

    The FTC rules tighten up what can be said in advertising and promotions featuring consumers relating experiences, stating these have to be typical of what results consumers can generally expect.

    Likewise, research cited has to disclose any sponsorship and celebrities endorsing products and services outside traditional ads (in social media campaigns for instance) have to disclose relationships with advertisers and marketers.

    While New Zealand is yet to introduce similar, stringent rules, it should be noted that the Commerce Commission works close with the FTC. New Zealand bloggers for instance who have US audiences could face investigation by the FTC if they do not follow the new rules.

    For public relations practitioners, it’s important to note that FTC could haul not just “endorsers” but also advertisers – for example, agencies initiating social media campaigns – in front of the courts for false or unsubstantiated claims, or for simply not disclosing the connections between the parties.

    Also, saying “results may vary” is no longer a safe harbour qualification for testimonials that endorse products and services. Celebrities or personalities who take part in campaigns must disclose their relationships with advertisers.

    The rules are new and untested, but ethics behind them are clear and simple and will make life easier for all involved. Full disclosure and increased transparency strengthen relationships and trust with audiences with that in mind the FTC’s new rules are most welcome. 

  7. A happy slip of the tongue

    Published on Thursday, September 17th, 2009

    Obama v KanyeLet me get one thing off my chest, whether it was on the record, off the record, a throwaway comment, a personal observation or an official declaration, fortunately for President Obama he was right on the money. Kayne West is a jackass.

    The golden boy rapper’s churlish treatment of country singer Taylor Swift at the MTV awards was pure-fool, and he may never live the moment down.

    In the aftermath, ABC News employees overheard a conversation between the President and CNBC’s John Harwood on the matter, where Obama called West a “jackass”.

    The comment was recorded, tweeted and lit up the internet.

    The television network has since apologised and said that it was wrong for its employees to tweet the comment, but they didn’t realise it was considered off the record.  But was it?

    Obama is the President of the United States, and his words, every one of them is newsworthy. He’s gained much of his popularity because he’s used online social networks with real savvy, and this time it’s no different, because unlike many nasty asides that have been recorded during on-mic mishaps, Obama got it so right.

    As one web commentator put it, “just when I thought I couldn’t love Barack anymore!”

    Another world leader making headlines is French president Nicolas Sarkozy. He’s said that gross domestic product, inflation, and unemployment are all old-fashioned, Anglo-Saxon indicators of national wellbeing, and from now on, the country’s economic progress will be measured in terms of happiness – bonheur.

    The French president has some heavyweights to help him back up this new measure, Nobel Prize-winning economists, the American Joseph Stiglitz, and India’s Amartya Sen, who have concluded that new indexes are needed to measure wellbeing and environmental sustainability.

    Surely he’s hit the nail on the head, as isn’t this what corporate social responsibility programmes should be all about, creating bonheur for all?

  8. Consumers show their muscle and Cadbury fesses up to mistake

    Published on Wednesday, August 19th, 2009

    Stirring the pot of broken chocolate.

    A few short months ago Readers Digest declared Cadbury the No 1 trusted New Zealand brand.  The coverage was extensive…accolades galore for the “iconic Kiwi brand”.

    Before the chocolate was set on that announcement, we learned that Cadbury had re-sized its chocolate blocks and substituted palm oil for cocoa butter. Apparently this was all for our own good, that is the continued affordability of Cadbury’s chocolate.

    The initial protests to these developments seemed quite muted and even confused, perhaps because a competitor attempted to stir the chocolate.  When that intervention was over, chocolate lovers really got to work via Facebook, Twitter and old-fashioned email.

    We’ve now seen the results, an apology from Cadbury NZ managing director: we got it wrong.

    You have to expect that a brand like Cadbury would have done a crisis assessment before embarking on its product changes, no matter how seemingly sensible.

    In the event, once on the back foot, its messages became too complex to articulate and consumers were not interested in listening.  Perhaps another factor in this issue has the determination of consumers to remind Cadbury exactly who determines brand leadership. Consumers create brands, companies are the guardians.

    This has been a hard-earned lesson for the chocolate maker, but one that every FMCG company should have ears for.

  9. Don’t put all your eggs in one basket

    Published on Monday, August 10th, 2009

    Chris CrockerSocial networking sites Twitter and Facebook have been hacked, and much to the consternation of millions of users it’s not the first time the online giants have had their security tested and found wanting.

    Facebook now has over 250 million users and Twitter is snapping at its heels in terms of numbers of registered users. Both social media platforms have become pivotal channels for many organisations to reach out to staff or customers for work, play and the sharing of information.

    Twitter is shrugging off this most recent official hacking, but the breach occurred in the most basic of ways. A hacker guessed an employees password to a personal email account and then simply stole confidential company information and crashed the service.

    According to the Weekend Herald motives for denial-of-service attacks range from political to rabble-rousing to extortion, with criminal groups increasingly threatening to hobble popular websites that do not pay demanded fees, security experts told Reuters.

    These attacks raise some salient points for companies, marketers and communicators.

    First off, never neglect basic web hygiene by maintaining strong passwords that use a combination of letters and numbers, and keep security up-to-date.

    Second, as cloud computing (the fast growing trend of storing data online ) becomes the norm and social networking sites are entrenched as an integral part of business to business communication, then a back-up to these occasionally unstable and vulnerable platforms needs to be part of the plan.

    And last, aside from ensuring that contacts are saved and stored, don’t abandon real time, personal relationships and keep your brand alive and visible in the real world. 

    The lesson from this recent hacking incident is don’t put all your eggs in one basket.

  10. The online rule of engagement – the same rules don’t appear to apply to all

    Published on Wednesday, July 29th, 2009

    The InternetAs we have come to grips with the online environment the rules of engagement have, for the most part, followed the same niceties and social etiquettes we apply in our other interactions.  Those who have transgressed have been outed and dealt with by the group.

    In the early days in particular, a company or brand that naively masqueraded as a private individual in order to promote a product or respond to a complaint was frequently found out.  And so they should be – the truth will find you out.

    But as with all things that involve human nature and the idiosyncrasies that go with this, nothing is black and white and the lines have begun to blur.  As individuals and organisations have become more creative and adventurous, new ways are being found to push the boundaries to achieve end goals.

    Take the chap who decided to post fake nude pictures of his mother on Trade Me as part of a media studies paper – this was the fabler who proclaimed he had not lied. A similar transgression by a major company or brand would have seen this act go down in the annals of history as what not to do. In this case the boy is most likely now seen as the class hero.

    Just recently party pill promoters registered a domain name and created a website similar to TV3, as a stunt to promote their own product.  The resulting media coverage is what they were probably looking for and most likely it was good for business. Had a major drug company done this the resulting hue and cry would still be heard.

    One assumes that the first rule of such on-line prankstering is “firstly do no harm”.  Was any harm done?  That depends on who you talk to.  Did TV3 get damaged?  Probably not! But they did need to protect their brand, and in this instance they have done so.

    But wait a minute, what about the values of honesty, transparency and authenticity, the very ones that have made online communities so powerful.  Content is generated and managed by the very people who want to interact and the real power is in this very fact.  How can they get away with this?

    The reality is, as it is in the off-line world, different rules really do apply to different people and organisations.  If you are a reputable company or brand or even an individual of high standing – you simply can’t and should not lie or deceive. You set the standard and you should know better.  While at times it may seem unfair we need to accept the fact that with certain status or position comes responsibility.

    Just as the standards set for certain professions are far higher than others might be expected to adhere to, so must the standards a reputable company, brand or business adheres to.  And in the online environment as new rules are being established, it is more important than ever that behaviour is beyond reproach.  Boring maybe but in the longer-term is most definitely the right thing to do.

    To quote one of my favourite Web 2.0 experts San Francisco based PR guru Brian Solis. “The point is that when establishing a paid Social Media campaign, anything that is less than clear, honest, or actively contributing back to the bottom line of the business and/or brand resonance is actually taking away from it.”