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Showing Love Increases PR Influence

We were sitting in an agency board meeting the other day, and our chairman posed an important question. To paraphrase: ”Are showing our clients enough love?”

hello-my-name-is-stickerWe counsel on employee and community engagement. We work for Satmetrix, a great customer experience and relationship company. Yet, in trying to help bring success to our clients, we may be allowing ourselves to focus so much on the “what” and the “how” that we miss out on the “who” in our business. How about you?

Life’s pace doesn’t help. We live in a world of text messaging, status updates, Tweeting and doing more with less. In her post of an interview with Seth Godin, Gretchen Rubin, author of The Happiness Project, asked about connection in a world where technology is giving us unprecedented access to one another. Godin’s take was interesting: “I think that ‘connection’ is a very loaded term online. There are certainly a lot more friendlies online. Friendlies are people you have a modicum of permission with, the ability to show up without appearing to be a stranger. But that’s different from being missed when you don’t return. If you’re not missed, you really haven’t made a connection with leverage.”

So, if we only have this true connection with a few dozen, as Godin also suggested (and let’s assume some will be family), how much do we invest in our business life, and how? Robert Cialdini, PhD., a professor of psychology at Arizona State University, focuses on the “how” in his principles of persuasion. He was recently quoted about one of his classic six principles of influence — the principle of liking. “We like people who like us,” he said to AdvisorToday.com. “We say ‘yes’ to people we like. People want a counselor who likes them,” he adds. “That’s where they feel safe.”

Strong social ties are a key to happiness or satisfaction. Relationships in business aren’t likely to be equal to those with family and friends, but most of us could do better at building our social “liking” network by using a few simple approaches:

Be a group member. Better yet, set one up.  LinkedIn, for instance, offers the virtual group. It’s also good to see if your colleagues, customers and clients want to join together on everything from industry issues to a monthly book club. Or, try Plaxo or Flickr or any of a number of others.

Use social media. The pace issue is real. It tends to keep us apart. There is no excuse, though, in an age of such technological marvels as Facebook, to be out of personal touch with business connections, former colleagues or friends.

Go there. Whether it’s the PRSA meeting across town or the client office three hours away, go! Be with somone you like (or might like) and who likes you. It makes for better business.

Be ambiently aware. It’s OK. Transferring liking into the relationship with customers can feel strained. “I only have a handful of good friends,” some argue when I bring this up. But social media and sporadic personal contact contribute to what sociologists have called “ambient awareness” of those in your network. Look it up. It’s OK; maybe even useful.

Fun is a good thing, too. Cultivate liking with business associates based on your mutual interests. I am a consistently mediocre golfer. It has served me well. There is always a way to get together for fun. Just do it!

Write notes (the analog kind). I took some time to write personal notes a few months ago. It made my day. Make an effort to do one each week, even if the note says only “I was thinking of you, and hope we can talk in person soon.”

Allow people to be people. Particularly challenging in business is the occasional client or customer (or boss) who will get on your nerves. As a friend of mine likes to say, though, ”behind every face there is a soul,” and we owe even our most casual acquaintances the benefit of the doubt from time to time. Chill!

So, there they are. One for each day of the week. How about some comments on other ways to increase liking in your business?

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Is Social Media the “Road to Nowhere” for Hospitals?

By Jenn Riggle

Photo courtesy of Kenneth Hynek

Photo courtesy of Kenneth Hynek

It can be if you don’t know where you’re going.

And according to new research from Greystone.Net, this seems to be the case — only 1 in 3 hospitals have a social media plan.

I’m not quite convinced of the accuracy of this research, which reports that 9 in 10 hospitals/health systems are currently using some form of social media. While I love the idea that so many hospitals are using social media, Greystone.Net’s percentage of engaged hospitals seems overly optimistic. According to Ed Bennett, whose blog provides an ongoing list of hospitals engaged in social media, 540 hospitals, or 10 percent of the nation’s 5,010 community hospitals, are currently using social media in some form or another.

However, the fact that only 33 percent of hospitals (and again, I think this number is high) have a social media plan is problematic, since these efforts are not tied to strategy or to hospital marketing and business plans. In fact, I hazard to guess that many hospitals are simply setting up Twitter accounts, posting videos on YouTube and creating Facebook pages without thinking how they can use these tools to support their service lines and improve communication with the community they serve.

To take the analogy further (with the help of Former Vice President Al Gore) hospitals are simply traveling down the information superhighway without a road map. Not knowing where they’re going, it’s highly unlikely they’ll arrive at their destination. Chances are, they’ll get lost.

Greystone.Net’s research also shows that hospitals have not budgeted for social media projects or hired employees to manage these programs. This could be a recipe for failure, since social media efforts are time intensive efforts that require research and engagement – and without resources, these duties fall on the health system’s PR and Marketing Team, who are already strapped dealing with the day-to-day activities of the hospital.

So I thought I’d take a quick look at two health systems of different sizes and resources which have taken systematic approaches to harnessing social media and have had tremendous results:

1.  Aurora Health Care, a 13-hospital integrated delivery network in Milwaukee, Wis., has mastered Twitter. The health system has more than 6,000 Twitter followers (@Aurora_Health), when many other hospitals have hundreds. One reason Aurora Health has been so successful is that it understands that social media is not a broadcasting tool, but instead, is about conversation. Research shows that nearly 20 percent of Aurora’s tweets or posts are conversational in nature.

In addition, Aurora Health “live-tweeted” during a double-knee replacement surgery to help promote its orthopedics service line. As a result, not only did the number of its followers increase from 900 to 2,000 and it generated a national media placement on ABC’s “Good Morning America,” but it also received 20 inquiries about knee surgery, 14 who actually had the surgery performed.

2.  On the other end of the spectrum, Sarasota Memorial Health Care System, a small Florida health system, doesn’t have a huge marketing team, but it has done a great job with social media. John Domansky, a healthcare consultant and blogger from Iowa, ranked the hospital as a “Best Practice” social hospital for its engaging Twitter account, easy to navigate Web site and active Facebook page. In fact, according to an article in the Tampa Bay Medical News, Facebook drives 4,000 people, or 5 percent, of Sarasota Memorial’s monthly Web traffic. This comes just after the Web site address and search engine traffic.

Social media holds great promise, but hospitals need to allocate resources and integrate social media efforts with their existing marketing and business plans.

Two-thirds of hospitals don’t have a social media plan. The question they need to ask themselves: Do we feel lucky?

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Gird Your Loins – The Lawyers Are Coming

untitledBy Mike Mulvihill

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Photo courtesy of PadiProductions

Yes, prepare to defend yourself.

Social media isn’t exactly the place where people have tended to be careful about what they say. It’s Wild West, say what comes to mind in much of the social media world. But you’d best start being careful what you say lest you get slapped with a law suit.

Just this week, Clorox announced it is looking to hire a Social Media Lawyer to help police social media about the Clorox and Brita brands.  Citizen Media Law Projects posted just this week about appeals courts in Maryland and New Jersey reversing jury verdicts because of social media use by jurors during trial. And several libel and defamation lawsuits were spotlighted during 2009 — in fact a libel suit was just dismissed in favor of a Chicago tenant who Tweeted about her moldy apartment.

All this adds up to the simple acknowledgement that social media is here to stay and is getting bigger all the time.  A January 21 post by Andrew Kipsman on comScore.com reported that, “In the past year alone, Facebook more than doubled its U.S. audience from 54.5 million visitors in December 2008 to 111.9 million visitors in December 2009. It went from being the #11 ranked property to the #4 ranked property. It now accounts for 7 percent of all time spent online in the U.S.”

And it also points out that there is risk and liability a plenty for individuals who post foolish words and photos – just as there should be. But more importantly, organizations recognize that they have risk.  And where there is risk, there are lawyers there to do exactly what they are trained to do and do well – mitigate, preferably eliminate, risk.

Mark Greenfield’s recent blog regarding a webcast from the University of Florida  sponsored by The Levin College of Law and University of Florida Strategic Communications Planning Committee called  Social Media: Promises, Pitfalls & Perils, puts the age old dichotomy between legal advice and marketing/communications advice in context.  To quote his blog, “Overall, I felt there was too much emphasis on the risk and not enough said about the reward. While it was billed as a seminar on the safe and effective use of social media, one could have easily drawn the conclusion that safe and effective are mutually exclusive.”

I’ve blogged about it before – as have many others. Control is not something that works well in social media conversations.  Companies are afraid that an offhand remark about using a product like Clorox could lead to lawsuits, especially if made by an employee. Granted, these are valid concerns. But it’s going to be real interesting to see how much bad social media will be created by lawyer tinkering.  Or how many draconian social media policies will be created that basically stifle any meaningful use of social media by organizations with much to give and much to gain.

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Get Mobile Now

This morning I am speaking at the first ever Social Media Breakfast in Washington, DC. The featured topic is, “What trends or predictions do you believe will prevail? How can we be visionaries in a space as dynamic as social media?” The answer? Get mobile now.

From the incredible outpouring of donations for Haiti to the ongoing Android/Apple wars, this is the year of mobile. Fifty-five percent of Americans connect to the Internet wirelessly, says the Pew Internet & American Life Project. If you want to be a visionary, a leader in this space, then own mobile media.

In my mind, we’re at a similar place of adoption as social media in 2006 or 2007. Rather than trying to establish visionary leadership in an overcrowded market, it makes sense to become a master of this next generation of portable Internet media. It’s much easier to lead in a greenfield space than to overcome very strong leaders in the existing social media marketplace.

This means more than the iPhone, too. Intelligence in this market requires understanding the market dynamics between Android (see my review here), Apple and Blackberry, as well as the four major carriers in the United States and their network technology. If you are outside of the United States, you’d better understand Symbian, too.

It means understanding what makes a great application from the end user’s point of view (as opposed to publishing junk for the sake of appearing cool). Owning this space necessitates understanding which platforms to build applications on, too, and why (See our post on the topic last summer). You have to be up to date on the latest, and be willing to experiment on your own — without paying clients.

Start this week with the anticipated Apple tabloid and iPhone announcements and don’t look back. Keep abreast of the latest mobile news, own it, lead in it, then share what you learned. That’s how to become an Internet visionary in 2010.

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Conan Interruptus – Socializing Old Media

There is nothing like a PR disaster to get the ol’ buzz rolling, and the ongoing mess surrounding NBC’s evening lineup has added some fun for those of us who don’t have to deal with it from the inside or for any of the sparring camps representing the hosts.  The move to push Conan O’Brien off the air is particularly interesting in that it represents yet another example of the new age in broadcast – Socialization of Old Media.

The celebrities in charge of these shows often call attention to the failings of their networks, but this “conversation” about the juggling of the lineup got authentic awfully quickly. In  the old days firings were handled offline and quietly. In this case, the offended parties took their feeling directly to the small communities that surround late night programming on NBC and the Jay Leno Show. And Conan provided his supporters with some bits that showed his comic smarts in much the same way as his antics during an earlier interruption of his show (see clip here). Conan Interruptus

About the fight, Conan quipped he could go “star in a Lifetime original movie about a woman trapped in an abusive relationship with her network.”

All the one-liners zinging back and forth resembled nothing so much as a video Tweetfest.  I’m hoping that this fracas represents an evolving balance between the legalistic corporate speak of old and a new transparency in the world of television.

It was refreshing to see the fallen heroes of late night speak their piece in such an open manner. Radar online’s report on the Charlie Rose interview with NBC top dog Jeff Zucker this week sported a comment about Zucker being “what’s wrong with NBC.” Zucker tried not to cry over the $40 million + out of pocket for O’Brien and team, but did succumb to some strained explanations of the situation.

What’s also interesting is the way these studio matters have had an outsized influence on traditional and social media. Variations of The Tonight Show search became a trending topic on Twitter in recent weeks  – ironic, perhaps, for the anti-Twitter O’Brien. What’s not interesting is the debate in some circles about what the network did to Conan. Puhleese! He’ll survive and thrive, paraphrasing Jerry Seinfeld from a story by Sheila Marikar of ABC.

For PR people, the opportunity to observe such a crisis closely and to see the entertainers be so true to themselves was both a little refreshing and a little alarming. It’s a brave new world when such conflicts can’t be sanitized and controlled. I like it better for now, but many companies aren’t particularly well equipped to deal with similar crises scaled to their situations.

As for our late night TV “crisis?” David Carr reported this week in The New York Times that NBC didn’t kill these shows. We did. We have some affection for them, of course, but in a world where we get plenty of news fed to us all day, with the ability to see the reruns on a variety of channels the next day and where our friends are at work to keep us in the loop, well…we just don’t need late night TV like we used to.

I’m kinda glad the recent NBC conflict  spread in such a social way, aided by the principal players being themselves. It reminded me that TV can still be fun.

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Nothing’s permanent, not even death.

By Wyatt Wood

It seems to be a reoccurring trend, at least in the blogosphere, to step back and evaluate the balance that time spent online (largely spent in social networks) affects our lives. This desire for balance is a good moveconsidering the research showing damaging physiological changes created by increasing use of social networks and the associated decline in face-to-face contact. So it’s time to unplug.

Should a social network be obligated to allow a user to vanish? It can be simplified as who owns the content. The article 10 ways social media will change in 2010 expounds on the idea that a battle over content will erupt is a very real concern. And a social network profile is really just content, albeit juicy content for advertising impression research and trends.

In the case of Google, they have explicitly stated that they do not mine the data – with a note that they could and that government institutions can as well:

YouTube Preview Image YouTube Preview Image

*It should also be noted: Google provides many ways for a user to clear cache and attempt to remove themselves or content from its engine’s clutches.

Nothing’s permanent, not even death.” – from the Imaginarium of Doctor Parnassus. So what if you want to do more than take a break from social media? Now with morbid flair there is a new tool encouraging users to clean the slate and “meet their real neighbors again.” The Web 2.0 Suicide Machine, apparently seems to be working, Facebook recently blocked the service from their network, citing privacy violation. However given how the service works, by blanking out entries rather than deleting, I think it may help expose the fact that it’s not affecting the privacy of users – rather the information being gathered by advertisers.

How successful is this service? So as a consumer of social media, I take at face value all the “data” about my interaction online as well as the actual content that I “create” is monitored and valued to the larger community. Whether services like Suicide Machine are effective or not do not matter – rather I think they provide a good stimulus to the conversation about finding the balance between the real life and the social network persona. What are your thoughts about vanishing your online presence?

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The Conversation about the Conversation

BlogPotomac 2009

by Geoff Livingston

Maybe it’s because I was gone for two months on a sabbatical, but returning to my reader has been a disappointment. Let me be more specific. In particular the social media, PR and marketing blog posts about PR, social media, marketing and, yes, the general “conversation,” read like a time warp back to 2007.

From social media consultant and PR bad apple rants to suggested proper RFPs and Facebook vs. Twitter posts, the social media conversation seems to be the same old conversation. The echo chamber seems to be in full effect tripping all over itself.

Hmm, that’s useful.

Meanwhile —-> There’s a mobile revolution going on driving the next generation of the web. And oh yeah, people are using it do really useful things, like raising millions of dollars to help Haiti earthquake victims. We’re talking record breaking amounts raised using mobile media.

Or how about an increasingly important issue raised by the semantic web with privacy? For example, Facebook users’ photos, home towns and friends lists are all public now, and Mark Zuckerberg would redesign the network to make all data open. While harnessing social information to serve users with “smarter” content companies, and increasingly nonprofits, sacrifice that most important aspect of the social web: Human relationships. In return for receiving users information in a trusted relationship, they move away from sincerity and return back to the 1.0 machine of consumer exploitation.

Or what about the incredible fight for viability the newspaper and traditional media industry continues to face? And then there’s the almost complete failure of government 2.0 to provide transparency into government.

What are we as a communications community of bloggers, the people that helped usher in the era of the social web doing to prepare our customers and readers for the web of now? In my opinion, the marketplace trusts us to provide this kind of intelligence. How can the current conversation about the conversation really be considered germane when overwhelming evidence shows a dramatic shift towards application-based and portable media?

It’s becoming a question of relevance. And it’s only a matter of time before people simply tune out.

Notes: Like Valeria Maltoni, I am a link nazi, but because of the sensitive nature of this post I felt it was best to not call out individual bloggers. Special thanks do go out to Ike Pigott for inspiring the title of this post.

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10 Years From Now – A Look Back

Again this year, I got links to dozens of those inevitable posts that come up at the beginning and end of a year. All this got me to thinking about both inevitability about wishes for the future. An email from a friend came also, remindin me of a whole list of things that weren’t around in the olden days (cell phones, polio vaccine, etc.), and it turned out that the “olden” days included the early span of my life – providing even more cause to reflect about just where all of this is going, particularly when it comes to communications.

As colleague Geoff Livingston said in Now is Gone, “Communications have evolved more in the last 10 years than in the previous 100.” And, for those of us toiling in the consulting business at CRT/tanaka who are focused on such things, the next ten years hold some pretty awesome promise for the practice of public relations.

First off, there is no loftier publication on the the planet than The Economist, and it’s covering public relations.  The Economist gives PR a good start on the coming year and decade with its declaration  “Good News: Other firms’ suffering has bolstered the public relations Business.” Aside from being amused by “good news” and “suffering” in such proximity, I was impressed by the number of trends that seem to add up in our favor.

While Richard Edelman’s description of PR as the “organising principle” behind many business decisions is a point of view that might be more an aspirational goal for a PR firm exec, there are a number of opportunities on our next-10-year horizon that do seem attainable and desirable.

First, there’s the thorny issue of reputation. What used to be thought of as “reputation management” must become a more sincere effort to engage with dozens of stakeholders in any enterprise and incorporate lots of their thinking into the direction of the organization. This opportunity is especially applicable for business, and my 10-year crystal ball says it will also affect politics in the period. We simply cannot continue to have Republicans and Democrats treat the running of a great country as just a power tilt between two parties any more than we can have irresponsible lending drive us into another economic ditch. People are rebelling and will continue to do so. Public relations plays an important role in guiding organizations to do the right things.

The second big dynamic that caught my eye in The Economist was described as “the withering of many traditional media outlets.”  That makes PR “doubly important,” by its ability to bypass such old media and through its capability of engaging new media. There is no set of people on the planet better situated than public relations professionals to take advantage of this evolution in media, but there are some important warning signs to heed.

 Brian Solis provided some insight into just what it’s going to take to play in his post this week: “The Ten Stages of Social Media Business Integration.” I would add that not only do public relations professionals need to rise to such strategic ambitions, but also must continue to learn and knit together the techniques and tools required to operate. Everything from clouds to mobile marketing to bio-interfaces will blur the communications lines and may even challenge our ethics related to privacy, intrusive marketing and human-computer interactions. Take a look at scientist-gone-to-the-policy-dark-side thinker Andrew Maynard to get a glimpse of what the world of science may throw our way in terms of new ideas in the next 10 years.

Finally, a wonderful absurdity was served up in the closing paragraphy of the article in The Economist. Reflecting on the likelihood of more regulation on the heels of recent attempts by the Federal Trade Commission in the United States to shine more light on the endorsers of products and services (The Buzz Bin, December 11, 2009), the reporter noted, “After all, companies that fall foul of the rules will need the help of a PR firm.”

Here’s to a successful and prosperous (for all the right reasons) decade!

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The Digital Kids of Generation X

Photo courtesy of Pink Sherbet

Photo courtesy of Pink Sherbet

By Jenn Riggle

Music soothes the savage beast – and my pre-teen daughter.

As the mom of two tween girls, ages 9 and 11, there’s always a lot of drama in my house. My youngest is a Chatty Cathy with an opinion on everything, while my oldest is a woman of few words – just eye rolls, sighs and one-word sentences. Most of the time, you find her in her room with her nose in a book or on YouTube watching music videos.

However, the one topic she’s always willing to talk about is music and what songs she wants to add to her iPod.

So we’ve become an iPod family. I spend a lot of time on iTunes and have gotten the hang of coordinating multiple playlists, one for each member of the family. My youngest is a Carrie Underwood and Taylor Swift fan while my oldest listens to Panic! At The Disco, Green Day and Daughtry. My job is to keep everyone’s music separate (heaven forbid my oldest listen to a Kelly Clarkson song) – and then I add their music to my iPod so I know what they’re listening to.

And it appears that my kids are not alone in their early adoption of technology. Media giant Disney just completed a survey of 3,000 European tweens (ages 8 to 14) and have dubbed this group Generation XD, the digital children of Generation X (cute name, but I’m not sure it’ll stick).

The research found these kids are very comfortable using computers and playing videogames, but still value face-to-face interactions:

  • 95% feel that the Internet and computers are important to them
  • Face-to-face contact is still the preferred way to meet up with friends (30%) above texting (15%), online chat (14%) and mobile (8%)
  • 55% feel the Internet improves their life by helping them talk to their friends outside of school
  • Homework (59%) scores second only to gaming (74%) for the most common uses of the Internet

And while I have to admit, I don’t like all of my daughter’s music, she’s always excited when I knowingly bob my head when one of her favorite song comes on the radio. In turn, she’s gaining a new appreciation for older music and recently added Nena’s “99 Red Balloons” and The The’s “This is the Day” to her playlist. Of course, it didn’t hurt that M&Ms used the last song in one of their advertisements.

The good news is that we’ve at least found one thing we can talk about.

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Social Media To The Rescue

With all the buzz over the earthquakes in Haiti it seems that real time search combined with social networks are making strides in the relief efforts. Yesterday evening I watched traditional media coverage of the large search and rescue operations on standby while online Twitter and Facebook covered the efforts and situation that were happening on location.

According to Google the number of blogs covering the Haiti crisis:

Google Trends shows how quickly the search has become a hot topic:

It’s not a matter of who is the journalist or news anchor in the case of social media, concern over ownership of retweets or information privacy is out the window. In the case of crisis the network moves the news in order to expand the communal concern rather than respond to ratings.

Recently, an interesting thought was raised about how Social Media has become the news to Traditional Media. In comparison to being a reactionary channel for branding I think involvement in social media has a way to push communication past a professional news pitch to something that hits closer to home. In the case of Haiti news, almost instantly there were charitable actions being shared through the community.

There is great potential for new tools to help maintain the momentum by showing where the money that is being donated is being used to enrich the community. So when the dust settles where will that leave efforts in Haiti? Does Social Media have the ability to extend past the flash of the news to create a sustainable relief effort? If it is to be successful there needs to be a connection past generating the buzz and awareness to continuing the action of support. The ability to store the data from the buzz even has potential to help with generating action plans for the future.

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