Brand Reputation Management Is Not a Monday-Friday Gig

The concept of a workweek starting at 8 a.m. on Monday and concluding at 5 p.m. the following Friday is cute, but not all that realistic in most cases. Whether you're in sales or engineering, marketing or technical support, there seem to always be tasks that need your attention outside of the listed business week in the company handbook. With the rise of the Web and realtime response and discussion across social networks, managing a brand's reputation is absolutely a 24 by 7 operation. Sometimes, as a groundswell takes on your company, or your products, waiting until Monday to react is simply not an option, for the damage will already have been done.

Today's victim is the pain reliever Motrin, who posted a condescending ad that had many parents seeing red. The ad, posted on their main Web site, essentially stated that carrying one's baby in a sling or backpack would cause undue pain, requiring their product. While delivering a need and solution makes sense, they unnecessarily mocked babywearing as being in fashion, and making you appear like a real mom. The condescending ad ignored the reality of needing to go "hands-free" simply to function, fashion be darned. As a father of twins, I may not be a mom, but I often carry one of the kids around in a sling or a baby carrier, whether to do dishes, or just to type without having to go one-handed. And Motrin's ad was misguided. After my wife viewed it, she said she was surprised the ad got through a series of reviews and passed.

(See the video archived on YouTube)

While not incensed as many mothers said they were, and in a household that didn't have Motrin in the medicine cabinet anyway, we discovered the ad through the power of Twitter, which was ablaze with mommybloggers slamming the campaign. (See: #motrinmoms)

On a weekend not dominated by major news, Motrin's brand got stomped on, and waiting around until Monday to pick up the pieces would be too late. After almost a day of getting dissed, the Web site finally went down tonight, either through exceeded demand, or by way of the company's intervention.

When I talk to brand managers about social media, I recommend three clear steps:

1. Understand
2. Observe
3. Act

They need to understand that your brand is at the mercy of its constituents. And you need to be using monitoring tools to rapidly discover and act upon how it is being used or mentioned - no matter what day it is.

Some basics to get started:

• Twitter Search - to see realtime mentions of your brand or keywords.
• TweetBeep - sending alerts of keywords or your brand to e-mail.
• BackType Alerts - to see whenever your brand is mentioned in comments around the Web.
• Google News search - alerts to e-mail for your brand.
• Google Blog search - alerts to e-mail for your brand in blogs.

These alerts will be automatically sent to you around the clock, even if the doors to your office are closed and the lights are off. Be aware of these services, monitor what is being said, and after all this, act. Don't just react, but do so thoughtfully.

And if you were curious to see just how I look wearing a baby carrier, check out the photo on FriendFeed.

See also:
Marketing Mystic: In Motrin moms debacle, the winner is Twitter
The Standard: Motrin learns there's a downside to viral advertising

Recording: Emerging Media Event Panel

As mentioned previously, I had the opportunity on Tuesday morning to participate in a panel on emerging media with Chris Heuer and Tom Foremski, put on by PR Newswire in Santa Clara, conveniently between my home and work. The discussion ranged from how to approach new media targets as old media struggles, to how to leverage tags on social sites like Delicious and Flickr, and some basics on how to track client mentions and their brands on newer services, like FriendFeed. Chris helpfully recorded the conversation, and posted it to his blog on Wednesday.

I have embedded the recording here:


To instead download the 30 megabyte file in MP3 format, do so here. The conversation lasted about an hour, and you should be able to distinguish between the three voices, including mine, on the panel. If you have reaction or questions, feel free to relay them in the comments.

It's Not About the Technology, Stupid

This morning, I had the opportunity to speak on a panel with the well-traveled and well-respected Chris Heuer and Tom Foremski of Silicon Valley Watcher. The three of us, speaking to a group primarily comprised of PR and Marketing professionals looking to get a grasp on new media and emerging social tools, discussed how to better track your brand online, how to interact with prospects, and how the move toward the semantic Web, including tagging and group-derived suggestions, would pose both new opportunities and challenges.

While the conversation got technical at times, I felt the places where I connected best with the audience was when I talked to them in terms of e-mail, iTunes and spoke their language in terms of understanding how they had to answer to multiple clients, who each wanted to broadest visibility, in a time when media outlets are disappearing.

A few hours later, this afternoon, I was back on the phone talking social media to a group of PR people looking to, again, figure out just what the heck Twitter and FriendFeed are and why they would have any value to their own outreach campaigns. And I could tell, based on their responses, that to take on these new tools sounded daunting.

Frankly, we, as consumers and developers, for the most part, are not doing a very good job of explaining these tools and making them simple enough to comprehend to the average layperson, let alone adopt. In describing these services, we need to do a lot less about talking about 140 character limits, feeds and aggregation, and instead talk more about connections, sharing and community.

What we need to do is help translate these honestly geeky tools into something that makes sense to the mainstream. Instead of talking about how many people you're following, APIs and how you use TweetDeck to follow specific terms in Twitter, start by explaining that the service is essentially text messaging that gets recorded and can be sent to many people at once. As for FriendFeed, I always explain it by breaking up the service into its two pieces. The Feed captures all your activity online. The Friend lets you see what your friends are doing, find new ones and interact with each other's content. Don't talk about 40+ supported services and how you can redirect to Twitter or Facebook. Start with the basics.

At Blog World Expo this September, Chris Brogan famously teased Jesse Stay with a comment I posted to Twitter:

"Look, tech dork, software doesn't solve problems, humans solve problems."

But the mistake is an easy one, especially for people who don't have a background in PR, communications or marketing, because the technology itself can seem so exciting, and to be honest, it can at times be fun to sound more knowledgeable and "elite" above those who don't have the same understanding.

At times, I find myself clenching my teeth and wincing when I hear an engineer or elite technologist try to explain how something works. What users don't want to hear is the process of how things work, but instead what the results are, and how they can benefit. So let's be real clear - these new tools, no matter how many lines of code you have developed, have in most cases been made to offer a solution, so make the story about the user, not about you.

Help use their language and their own frames of reference to make the services less intimidating and overwhelming. Don't throw them into the deep end without a life jacket, but walk them down the steps holding their hand until they get used to the water.

Now Is Not the Time To Scale Back On Social Media

Amidst all the talk of economic recession (or worse) and politics, I have seen an underlying current of people who are tiring of social media, seeing it as "less important" than the bigger world issues, and maybe less interesting than maybe it was three, six or nine months ago. Without doing a dedicated poll myself, my gut feeling is that the reasoning is that while people retrench and worry more about their jobs, their families, their wallets and their future, all the fun of bookmarking, liking, linking and blogging falls to the wayside. But I think this is wrong, period. If anything, the economic weakness should make it more important than ever for companies and individuals to double down on social media, as these new tools have enabled less expensive ways to find like-minded individuals, who just might be your next customer.

The world of marketing, advertising and public relations is changing. It's no longer about finding tricky ways to force prospects to your Web site, your products, your content and your story. Instead, it's about going to where your customers are. And it's very likely that many of them have found solace and community in far-flung places like Facebook, LinkedIn, Twitter and FriendFeed, where they are talking with peers, with or without you. Rather than spending tens of thousands of dollars to increase the perception of your brand through print advertising, or sending a check to Google each month to sponsor search keywords, you could devote more time, but much less money, by listening, communicating and participating, bringing a human voice and face to what could previously be seen a static brand.

As the economy tightens and budgets are reduced in response, it makes sense to think differently, to borrow Apple's phrase, and find new ways to reach your prospects and partners less expensively. While not every executive in the boardroom needs to know exactly what Twitter is, they will absolutely understand that you can achieve a higher return on your investment through spending less money, and spending the right amount of time in more targeted areas, where you can attract and retain business, whether these communities are physical or virtual.


Additionally, the typical social media user is a more sophisticated buyer than the general populace. They aren't interested in your "spray and pray" methods of e-mail blasts, run of site banner advertising, or even your impersonal PR pitches. They expect and demand personalization and knowledge of themselves, by you, as an individual. They want to be wooed and to be given a seat at the table when it comes to making suggestions about your product, where you should sell it, and at what price. With proper utilization of social media, there lies a greater sense of community between the buyer and the seller, the customer and the brand, making it a collaborative effort where both parties will work together to ensure a successful transaction takes place.

There's no question that those folks who have been using social media as a time killer or strictly for recreation, to distract from work, might find their time better spent. But that's true with all things, as activities can cross from hobby to obsession, or from utility to distraction.

What has happened in the world of social media over the last few years is the growth of micro-communities whose members can be reached in new ways, regardless of location or time. To cite changes in the macroeconomic climate, or the political climate, as reasons to back away from this growing evolution in communication and marketing is short-sighted. Those companies that can take advantage of the reduced costs of customer communication, acquisition and support will extend the gap over those who sit on the sidelines.

See Also:

• BuzzGain: Can Social Media Marketing Scale is the Wrong Question to Ask
• Web Strategist: Intel’s Community Marketing: Fishing Where The Fish Are

We're Open for Testing, but Please Don't Tell Anyone!

One of the things I like best about playing the role of early adopter is getting the chance to test sites before they reach the general public. Sometimes, I can help guide an entrepreneur to consider new features, or suggest changes to their interface that I feel could help make the difference between confusion and success. Often, this process is done before a product launches, and at other times, it is done after the product launches, and gets iterated. But what rarely occurs is for the product to be open to the world and yet, we still don't talk about it - a position I've found myself in the last week.

Last Friday, I had the opportunity to meet with a sharp entrepreneur with decades of experience launching new services. He's taken one company public and sold it, and started others. He walked me through the new service, which incorporates many of the social media tools I enjoy and use.

As he passed his MacBook Air to me in Palo Alto as we ate breakfast, I clicked through each of the tabs, and tried to find holes in the product. There were some, of course. UI issues, unexpected behavior, and complicated menus that probably weren't intuitive. But despite the issues, it was intriguing to see the incoming data manipulated and displayed and filterable in new ways. I asked my unfair share of questions and got solid responses.

Of course, I asked when the service would launch to the public, and as I planned to write about it, when any embargo would lift, so I could take a note and be ready when he was. The answer? The product is live now, with no restrictions, but... please don't write about it, as it's too early.

The combination of being open but without the option to cover is unusual. Typically, you're either open for business, or you're not, so, despite my above story, I'm not yet ready to tell you about it. When it does go live, it should be an interesting player, one that brings new ways to get connected to people and topics. I can test it, and use it, and there are no restrictions on getting in for those of you who might figure it out. But it's not yet time, and for someone who likes to help spread the word, it's an odd position to be in.

Why the Embargo Process Is Broken and Why We Still Need It

In the world of public relations, press management and blogging, an embargo sets a date and time by which a story can be written. Often, the embargo date and time coincides with a press release from the company, a Web site refresh, or the product's availability. Assuming all goes well, an embargo restricts all outlets from publishing a story until all is ready, and assuming multiple parties have been briefed, you can expect a waterfall of stories and press coverage to flow in a short period of time.


But, as you know, any time humans are involved, things can go awry, especially, as you see often in the blogosphere, you have a large number of media outlets that cover similar spaces, and a scarcity of topics. The resulting clamor to be heard amongst the noise, when so many different people are writing very similar stories, makes for an environment where the slightest bit of mistrust can turn into a simmering feud, or outright frustrating and finger-pointing, be it at a competitive blog, or the people behind the service being launched. Add in to the mix a rising number of inexperienced writers, prone to mistakes, with high levels of visibility, and this can happen with some regularity.

To start, why would a company ask for an embargo?

1. To be sure a product would not be pre-announced before it was ready.
2. To prepare and have enough time to brief all interested parties.
3. To ensure no favoritism was shown to any media outlet.

Why would media/press/bloggers agree to an embargo?

1. If they wouldn't agree, the company might not give them the story.
2. Because an embargo often comes with news ahead of time, allowing time for writing.
3. The service might have given them an interesting non-standard angle.

At an enterprise company, a media and analyst tour typically consists of a series of face to face meetings, plus conference calls, with an agreed upon date for a press release that coincides with the product's launch. Reporters often are looking for customer references and analyst references to validate the company's claims or add a wrinkle to the story.

For more bare-bones operations, including startups focused in the Web space, face to face meetings are less necessary. Sometimes, a series of e-mails, with potential for a phone call, is all that's needed. That's why you, on most blogs, rarely see quotes from a company's executives or customers, even if they had an extensive beta. Most bloggers, even if they have tested a product themselves, are echoing a press release or e-mail introduction from the service's founder. Again, a date is usually referenced in the e-mail to "go live".

Sounds good. Right? So why do these nicely laid plans fall apart?

On the company side:

1. Sometimes an embargo is for "everybody except one or two publications", who are allowed to break it.
2. Sometimes the Web site or company blog can go live before the embargo, in effect, scooping themselves.
3. Sometimes a story isn't all that much of a secret, and things leak to the point there's no reason for an embargo.

On the media/blog side:

1. Going first is seen as being "special", even if it's a matter of minutes.
2. Being first can make the originating blog get more attention and linkage, or prominence on sites like Techmeme.
3. Some blog management systems aren't fool-proof, enabling stories to go "before their time".

Clearly, you have some juxtaposed issues. The company launching an announcement would benefit from being covered by the most publications as possible, seen by the highest number of people. This is augmented by a need to be seen by publications with a high level of prestige. (Think Wall Street Journal, News.com, eWeek, TechCrunch, etc.) But there's something of a magnetic pull on press or blogs to go early, whether that's at midnight on the day of launch, or by posting five minutes before an embargo is lifted, and simply moving the timestamp, as has been known to happen. Blogs and press publications get a lot of visibility through gaining exclusives, and even if the same announcement has been sent to a wide audience, to hit the "post" button a little early, getting the word out first makes you appear more "in the know".

Whether intentional or not, blogs are rewarded for breaking embargoes, even if it hurts the launching service. And there's rarely any level of repercussion, as competing blogs in the know of the embargo are not naming names.

Of late, I've seen a healthy dose of complaining by some bloggers that other blogs have willingly or unwillingly violated an agreed-upon embargo. Yet, interestingly, it's a rare person who will name the offending party, even after their activity has clearly irked them.

See for instance:

Svetlana Gladkova of Profy:
"Very-very angry. Is it impossible to run a blog without breaking embargoes these days???"
08:23 PM August 18, 2008

Allen Stern of CenterNetworks:

"wtf is up with the broken embargoes this past week - 3 today, 5 in the last week - im feeling like busting out a video tonight"
06:32 PM August 18, 2008

Marshall Kirkpatrick of ReadWriteWeb:
"PR just called to say that mainstream media guy broke embargo, lol. you can't trust those mainstream media types with embargoes!"
02:18 PM August 15, 2008

Notice how even though they claim frustration and anger, nobody says who the offending parties are...

Embargoes serve a real purpose for the company making the announcement. They are there to build time to polish the product, to enable true beta testing, to set up press activity with multiple targets, and to get one's message distributed. Embargoes serve a purpose for the blogging community, for those who choose to follow them, to help guide an editorial calendar, or to be sure you're also talking about a story on the day of its debut. And while some people might wish they disappear, it's not going to happen, so long as companies look to synchronize their internal and external activity.

As we see a rise in the total number of bloggers writing on the same topics, the issue of some sites trying to get out a step ahead of others isn't going to go away. Those that play by the rules and follow the agreed-upon embargoes, are on occasion, going to get burned. But what doesn't help the situation is that nobody is making a list and checking it twice. Why complain if nobody is going to name names? If there are one, two, three or ten blogs that regularly break an embargo, and it's clear there is a pattern, it should be visible, and these sites should be avoided by companies like the plague.

I believe in and honor embargoes. I also love exclusives, and think that there is more than one way to launch a product. But this practice is tried and true, so long as we have more transparency. What disincentive is there for bloggers who break embargoes if nobody steps up?