Welcome to Collective Conversation Sign in | Join | Help

Marketing Technology

 
Combining marketing and technology to develop new markets and grow existing ones

  • Is this really the press release of the future?

    Harvard Business Online's Scott Berinato reckons he's found the press release of the future, in the form of the website announcing the proposed merger between Delta and Northwest Airlines.

    I think I get his point, but for those of us interested in finding new ways to carve up news into manageable, meaningful chunks, I'd have to disagree with his conclusion. What he has actually identified is that companies have to find new ways of communicating their ambitions, opinions and positions in a complex media landscape. The one-dimensional press release just doesn't have a place in the current attention flow.

    What Delta/Northwest have done is simply the kind of smart thinking that is required of any organisation that needs to communicate quickly with a wide range of people. The future of the press release it is not.

    Take a look at the site and let me know if you agree.

  • How your lawyers can damage your brand

    By sending cease and desist letters to companies who have an ex-litigation laywer as president:

    Blue Jeans Cable Strikes Back

    My favourite line:

    It looks like when you sent this letter, you were operating on the premise that I am not smart enough to see through your deceptions or sophisticated enough to intelligently evaluate your claims; shame on you.  You are required, as a matter of legal ethics, to display good faith and professional candor in your dealings with adverse parties, and you have fallen miserably short of your ethical responsibilities.

    Meow!

    (via Jeff Nolan)

  • Restrictions on Commercial Communications Take Force in May

    'Seeders' and buzz marketers beware. Next month sees the introduction of the Consumer Protection from Unfair Trading Regulations Act in the UK.

    Under the legislation, which comes into force on 26 May 2008, strict regulations will be placed on commercial communications. One particular clause will make the following a criminal offence:

    Falsely claiming or creating the impression that the trader is not acting for the purposes relating to his trade, business, craft or profession, or falsely representing oneself as a consumer.

    According to the IPA, this will catch marketing activities such as:

    • seeding positive messages about a brand in a blog without stating that the message has been created by or on behalf of the brand;
    • using buzz marketing specialists to communicate with consumers in social situations without disclosing they are acting for the brand;
    • seeding viral ads on the internet that implies you are a simple [sic] member of the public.

    The social media naysayers are already out proclaiming this as the death of blogger relations, but they obviously haven't read it properly. The Act is designed to protect consumers from those who do not disclose their true identity (such as hiding behind a pseudonym), not marketers who are transparent and honest about their motives behind building online relationships.

    So most PR agencies will have nothing to worry about (I can't speak for the advertising agencies) as long as they follow some of the de facto guidance abundant online.

    I think it does illustrate the compromise that marketers have to make though. If - as a consumer - I genuinely recommend a product that happens to be my client, am I really not allowed to tell people? If not, isn't that an infringement of my human rights?

    My main criticism of this legislation is therefore that it will have no effect because it is going to be impossible to police (or prove guilt), which is a shame.

  • April Fools Day: Marketing Opportunity or Not?

    We're always asking brands to be more human, so what better way for them to do this than play an April Fool on us?

    I saw a story this morning, which I assume originated from BMW, for a new model with technology that gave dogs who choose to relieve themselves up the owners prized possession an electric shock. By storing energy from braking and converting it to electricity, the peeing pooch gets a few volts up his own big end.

    I personally found it mildly amusing, and I guess brands should be applauded for making us laugh. BMW could have made it even more interesting by integrating the piece with their website though.

    But can every brand be as witty? Scanning the rapidly changing list of April Fool's pranks on Wikipedia, most of them look pretty tame and make me wonder whether the companies involved should have even bothered.

    What do you think? Is April Fool's day a marketing opportunity or a reputation risk?

  • You May Prefer to Give us a Call... Part 2

    If you enjoyed my last post, you'll love this one.

    I've been trying to transfer my electricity supply to another supplier since I moved into my house last September. A catalogue of errors on the part of the incumbent supplier mean that it has only just happened - or so I thought (but that's a different story involving an erroneous transfer - it is as painful as it sounds).

    The situation is further complicated by the fact that I have two supplies at the same address - one for a self-contained annex next door. With the first transfer out of the way, I started the second. Online, of course, bound to be the quickest way right? Wrong!

    Whilst trying to provide the supply number yesterday, I was informed by the new supplier (Scottish Power) that applications they receive online take around 7 days to enter their system. Yes, you heard right, 7 (seven) days. Apparently "they have to go through several departments". And even then they are only flagged as "pending".

    However, if I call up and apply over the phone my account will be set up straight away!

    So the moral of the story is that if you're thinking of transferring your electricity supply to Scottish Power, you may prefer to give them a call. If, like me, you've already completed an online application within the last seven days, don't worry. You can just apply over the phone instead and this will automatically cancel the "pending" online application when it eventually hits their systems!

  • You May Prefer to Give us a Call...

    I should have known better than to attempt to use public transport the first day after a bank holiday weekend. In the UK, they're the times when demand is high yet supply decreases as a result of "engineering works". Over Christmas there was an outcry when these engineering works overran (not an uncommon scenario), effectively leaving those who needed to get into work stranded. After that, the train operators vowed that "lessons will be learnt" and it wouldn't happen again.

    So it was with some trepidation that I braved the snow and ice on our road to drive to the station and pick up my usual train into London. After an hour I had made it one stop (usually a 15 minute hop), to be informed that just about everything into London was suspended. To cut a long story short, I ended up back at home.

    What has all this got to do with marketing technology, I hear you ask (no, really I can).

    Well, rather than spend an hour on hold trying to get the cost of my ticket refunded, I sent an email to their customer service address, only to get the following automated reply:

    Thank you for contacting XXXX [removed to protect the innocent] Customer Services, we have received your email and we aim to get back to you as soon as possible.

    Good so far.

    Our target is to answer 90% of our contacts within 6 working days.

    Hmm. That's over a week, but I guess they get busy.

    However, if your contact is urgent you may prefer to give us a call on 0845 600 7245 mentioning that you have already sent an email.

    Who writes these things? So what you're saying is that you're giving my email enquiry a lower priority than telephone calls and - having gone to the trouble of putting everything down in the email - I now have to spend an hour on hold just to tell someone that I've already sent an email?

    I wonder what their response would be?

  • What do you think?

    Flicking through the TV channels last week, I came across the following sketch from That Mitchell and Webb Show that I first heard on radio (as always, a much funnier medium).

    It's a fantastic parody of mainstream media's attitude towards user-generated content. Almost as good as Jeremy Paxman's outburst at the end of Newsnight:

  • The worst social media of 2007?

    At South by Southwest Interactive (SXSWi), a panel of judges has just chosen the winners (or should that be losers?) of The Suxorz - "the Worst of the Worst in Social Media Marketing for 2007".

    As some of the companies nominated are clients and I do not know whether we were involved in any of the campaigns (I know we weren't in the UK), I'll point you to Scott Monty's round up of the contenders.

    I find a few things interesting about this.

    Judging Criteria

    This included:

    • Advertisers acting like asses
    • Out and out lying to customers
    • Corrupting authentic voices

    The Conclusion

    Steve Hall (adrants.com): "It's not hard to tell the truth; if you don't, it's just a matter of time before the public finds out."

    Carrot or Stick

    I'm still on the fence over whether it's better to applaud good behaviour or berate bad. In my experience, the latter is far easier to do (and indeed is what some of the panel have built their own reputations on). My concern is that it stops brands who want to do the right thing from even trying, just in case someone decides to turn on them. It serves to reinforce the corporate perception that I encounter all the time; that social media is just one big lynch mob.

  • Pot calls kettle black

    UPDATE: Rainier PR's Stephen Waddington chips in with 'Flat Earth debate disappoints' (Great first comment too)
    UPDATE 2: Press Gazette has now published their write-up (no doubt they were checking their facts and quotes, unlike us bloggers) and Guy has posted his thoughts.

    I spent yesterday evening at the London College of Communication for the Flat Earth News debate organised by Press Gazette.

    On the panel were Dominic Ponsford (Press Gazette), Francis Ingham (PRCA), Malcolm Starbrook (East London Advertiser), Sally Costerton (Hill & Knowlton), Paul Charman (chair), Nick Davies (author of Flat Earth News), Peter Preston (ex-Guardian), Andrew Gilligan (Evening Standard) and Michelle Stainstreet (NUJ).

    Below follow my hastily typed notes from the main panel discussion. I've tried to tidy them up without losing their spontaneity. There was some Q&A afterwards, but this unfortunately descended into less questioning of the panel and more assertion from the floor.

    Nick Davies opened proceedings by saying that the negative response against his book is not representative of overall feedback he has received. The core argument he presented was that ownership of the media has changed, and the resulting commercialism has undermined the media. The time taken away from journalists because of this is making them vulnerable to manipulation from companies and public relations. He appeared to be blaming PR for the fact that journalists don't check facts. They miss stories because they rely on PR and newswires. He wants to stop PR people making judgements about what stories and angles get carried.

    I was quite surprised to hear from a journalist that PR is quite so powerful. I wonder if someone could tell our clients...

    In response Peter Preston urged a sense of reality. Newspapers are commercial. Its not all awful, but there are things we need to do. He had his day in the Q&A session later.

    Michelle Stainstreet took the somewhat predictable 'told you so' stance. It's all down to job cuts, long hours, poor pay deals, etc. Journalists are tied to their desks, churning out stories. It's not the journalists fault, she suggested, it's the owners in pursuit of profit. Of course, she finished, they should all join the NUJ.

    Sally Costerton disagreed with Nick's point that readers and viewers are being misled. She argued that PR people are enablers who need to understand journalists' agendas. Nick represents PR on a polarised level in his book - all lobbying and stunts. But the vast majority of what PR does is not that. Transparency is key - staff at Hill & Knowlton for example are bound by numerous codes of conduct. She also raised the issue of the explosion of channels - in particular, the spiralling of content on the internet which is not going to go away. Journalists are also bloggers - wearing two hats. This is new territory, how do PRs and journalists engage together? At the end of the day both parties want to stand up for the truth.

    Malcolm Starbrook took issue with Nick's interpretation of figures. Fewer journalists and less time doesn't mean worse journalism. The world is just moving faster. In addition, access to sources has been restricted that means that some of the old 'bread and butter' journalism simply isn't possible today (e.g. defendants/witnesses can have journalists removed from court). Also, churnalism is not the same as sloppy journalism. It's just the result of bad editors.

    Francis Ingham was probably the boldest critic on the panel. He said that the picture painted about PR in the book is "partial, unfair and misleading." In possible the best quote of the night he said, "PR isn't that powerful, journalists are not that lazy, and the public are not that stupid." Argued that PR companies live or die on the strength of their reputations. Once their credibility is gone, its gone forever. A few gasps from the audience when he summed the book up as good entertainment: "Like a Jeffrey Archer novel. Good fun to read, but not to be taken too seriously."

    By this time, things needed cooling down (including the lecture theatre which appeared to have no air conditioning). Dominic Ponsford pointed out that in his opinion the standard of journalism in regional press is generally excellent. But there is no doubt that PR material is a handy form of copy.

    Andrew Gilligan - who arrived fashionably late, first in his cycling gear (some of the audience later said they thought he was the pizza delivery boy) - said that he was a nuanced supporter of the book, given his own experiences of being both story-writer and the story itself. Focused on the web: "The web has transformed my productivity as a journalist." Also argued that the web is the ultimate definition of churnalism. "All journalism is judgement." You have to include which facts to leave in and which to leave out. The two things journalists want are stories and follow-up.

    In all, an interesting evening. Not much of a debate, to be honest, and not really sure whether the overall motion was passed or defeated.

  • Software as media

    With Microsoft's unsolicited bid for Yahoo! it looks like the media industry and all those who feed it and feed off it - like advertising, and to a lesser extent PR - will have another predator to fear. Not only is Google eating their lunch, but Microsoft and Yahoo!, in whatever form, look set to help themselves to breakfast and dinner too.

    Nicholas Carr reckons it's because software, and particularly software based on the Internet, is becoming a media business. As he says, "the Net is not only a universal medium... it is also turning into a universal computer".

    He points to the way in which young people in particular buy software nowadays. Rather than popping down to PC World to lay out for packaged software, they're going online and using the software already running on the Net like Facebook, Flickr, Gmail, etc. Even word processing suites are being offered for free by the likes of Google.

    And it's free that is making software a media business. The media industry has long understood the power of giving utility away (or at least at a very low cost) and subsidising this with advertising. And that's basically what the like of Google and Yahoo! have always done. Having made its billions relying on people like you and me to buy software to install on our PCs, Microsoft now realises that the only way it can compete with the likes of Google is to acquire online scale, and acquire it fast.

    The media industry should be quaking in its boots. Imagine another Google, just as large and just as powerful - taking more and more of the advertising budgets. It's time to rethink the business model, and that might not be a bad thing.

    Note that Yahoo! is a client of Hill & Knowlton, but I have no involvement with that account.

  • Today's Big News*

    It's been 16 months since I broke the news that I had been asked to write a book on social software in the enterprise (now widely known as Enterprise 2.0 thanks to people like Andrew McAfee and Dion Hinchcliffe).

    At 22.49 last night I sent my final manuscript (all 50,000 words of it) to my publisher. Phew.

    Now the waiting begins. Hopefully they won't require too many changes and we'll be able to get into the exciting part of producing and marketing it fairly soon. I've already started my bit. My personal domain will be used to support the title, and the nice people at Socialtext have given me a wiki that I intend to become an ongoing revised edition.

    It's packed full of goodies including:

    • Enterprise 2.0 case studies from the BBC, BUPA, IBM, Janssen-Cilag, Microsoft, Oracle, Serena Software, SpencerStuart and the US Defense Intelligence Agency
    • A practical framework for classifying social software and mapping it to the culture of any organisation
    • A round up of the various different models of success (and advice on how to avoid failure)
    • Tips on implementation and adoption
    • A bonus chapter on social software outside the enterprise

    I'm sure you can't wait ;-)

    I'm hoping that it will be published sometime in July, so start saving. If you want to reserve a copy (no obligation), just leave a comment or email me at niall@tiggi.com and I'll give you a shout when it's ready to order.

    Thanks to everyone who helped me get to this point.

    * Oh, and some big company is trying to buy some other big company for what appears to be a very large sum of money, but of course that's not as important as me delivering my manuscript.

  • Christmas Party Shennanigans

    It was the Hill & Knowlton London Christmas party last night. A chance for everyone to let their hair down at what used to be the Raymond Revuebar in Soho (the fancy dress theme was the 1920s, in recognition of our 80th anniversary this year). Feather boas everywhere is probably the best summary.

    Anyway, one of the main traditions of the London Christmas party is for the graduate intake from that year to entertain the rest of the company.

    This year, their performance of Kander & Ebb's "All That Jazz" from the musical Chicago has been captured for prosperity on YouTube. Enjoy! (we did).

  • Business Technology Trends to Watch

    Here's a quickie for a Friday night, courtesy of December's McKinsey Quarterly. James Manyika, Roger Roberts and Kara Sprague have identified the eight business technology trends to watch over the next decade:

    1. Distributing cocreation (or 'wisdom of the in-crowd'?)
      Outsource innovation to business partners that work together in networks
    2. Using consumers as innovators
      Tap into the new mood of customer engagement for economic benefit
    3. Tapping into a world of talent
      Competitive advantage will shift to companies that master the art of breaking down and recomposing tasks
    4. Extracting more value from interactions
      Technology tools that promote tacit interactions will become just as ubiquitous as the computer itself
    5. Expanding the frontiers of automation
      Companies still have headroom to automate repetitive tasks
    6. Unbundling production from delivery
      Use technology to offer other companies access to parts of your business
    7. Putting more science into management
      Technology can help managers exploit ever-increasing amounts of data to make smarter decisions
    8. Making businesses from information
      Accumulated pools of data are the raw data for new information-based business opportunities.

    As they say, "smart managers should start doing their homework now." I like to think that we're doing some of these already, but we still have a long, long way to go, both inside our own business and as an industry as a whole.

  • The Blog Council

    I'm in two minds about the creation of the Blog Council, "a professional community of top global brands dedicated to promoting best practices in corporate blogging".

    On the one hand, it's great that some of the biggest brand names in the world, like Cisco, Coca-Cola, Dell, General Motors, Microsoft, Nokia and SAP are acknowledging the importance of corporate blogging and want to find ways to share information and best practice.

    On the other hand, I think the challenges large companies face as the web becomes more conversational go far beyond blogging. I have no doubt that the first meeting of the group in January will demonstrate this. I also wonder, as an organization based there, how US-centric the discussions are going to be, particularly when it comes to the legal and governance issues.

    I wonder if they will allow "large corporations" with a "significant blog" who are also potentially agencies or vendors to become members?

  • Who do you trust most, Facebook or the Government?

    According to the Information Commissioner's Office (ICO), young people could be putting themselves at risk of identity fraud because of the material they post on social networks such as Facebook and MySpace.

    At least it's information they control (the ICO has even developed a new website to help them out).

    No word unfortunately on how they're supposed to avoid identity fraud when HMRC loses the personal details of every child in the country.

More Posts Next page »