Corporate Communications – The Authentic Enterprise

Found this down the back of the internet. It’s a report – entitled The Authentic Enterprise – from  the Arthur W. Page Society (an American organisation for the promotion and betterment of public affairs and corporate communications professionals). It examines the changing nature of a business’ relations with its publics and what it needs to do to adapt to, exist in and survive today’s world of open and transparent communications. I should say – it’s from 2007 – but I hope the following exerpts will intrigue you as much as they intrigued me. It’s genuinely quite sensible.

“The quality of the company’s products and services (or lack thereof) is apparent to all customers and potential customers. Its treatment of employees and retirees is visible across the corporation and to potential employees and public interest groups. Its citizen ship, environmental behaviour, corporate governance standards, executive compensation practices and public policy recommendations are transparent to all.”

“A company must be able to answer such questions as: What business are we in? What markets do we serve? What differentiates us as an employer, an investment, a partner, a neighbour? In what do we deeply believe? What will endure? What do we value? And how can we ensure that everyone associated with the far-flung enterprise understands and acts in accordance with our mission, values, goals and operating principles?”

“However, building a management system based on values is a significant challenge.”

Social Media – Nothing More To Be Said

“Fry warns on social media” – yes, it’s PRWeek again. (Or, if you’re in the States, it’s PRWeek – but monthly. Of course.)

Englands most treasured national treasure, the warm, mellow, avuncular and perhaps, even, a little tweedy, Stephen Fry (for all those of my faithful blog snorkellers who are not familiar with this afternoon-tea-and-crumpet of a man – he’s a middle-aged, rather camp, comedian) has pronounced on social media. This is the same man who made a complete Twit of himself – he had a Call-me-Dave moment with a surfeit of Tweets – not many weeks ago, so I suppose he has the experience to back his pronouncements up. Anyway PRWeek pounced on the pronouncement (I’m channelling the spirit of Stephen here) and published it (issue dated November 27 2009 – if you haven’t seen it, go out and buy one for £4.22, or whatever spurious cover price they’re featuring this week, it’s a collector’s item, in that there’s not going to be a print version for much longer). (Apparently.)

Anyway, summarising wildly, dear old baggy, arch, loveable Stephen has (apparently, again) ‘warned communicators of the risks inherent in using social media as a new type of PR channel’. (Welcome to the party Stephen! Better late than never, I suppose.) He went on to say (according to t’Week) “All new means of communication have been derided and decried because they are seen as encouraging demagoguery of the worst kind. It may be that there will be dark days when social media are seen to cause genuine damage and even death by inflaming people wrongly.’

By which I think he means that every new type of communication that comes along gets hi-jacked by the snake oil salesmen and the charlatans, and, if a majority of people continue to insist on using social media as an extension of the nasty, murky dark bit in their heads, then there could be fisticuffs.

And it’s not that he’s wrong – rather that what he’s saying is so dreadfully obvious and has been done to death on fora around the world. As Mr Fry is an enormously clever man, I can only take from this that there is nothing more interesting, relevant or current to be said about social media.

The conversation – which, after all, is what social media is all about – appears to be over.

Social Media – Explaining It To The Non-Believer

Never let it be said, that just because I don’t believe in it (as a valid or valuable communications and marketing tool) that I don’t share the opposing viewpoint for the benefit and edification of you, my dear, dear blog snorkellers. So here is the script of a presentation given recently at an events industry event. (Yes, you read that right.) As I read it, I thought – well, if I HAD to try and convince someone of the value of social media, this is the sort of thing I’d use. I will issue a health warning though. It doesn’t, at any point, answer the questions ‘how much will I have to invest to leverage social media to my advantage’ and ‘what sort of return can I expect on my investment’. This is OK for the events industry, who have always struggled with ROI, and just keep talking until people forget what it was they wanted to know, but in other, more focused sectors, this might be an issue. Make up your own mind.

“WHAT THE HELL IS SOCIAL MEDIA?   

Social media is “an umbrella term that defines the various activities that integrate technology, social interaction, and the construction of words, pictures, videos, and audio.”

More simply it just describes the millions of conversations people are having with each other across the world 24/7 

Why the HELL should I care?  Here are 10 really, really good reasons why…  
REASON #1
  

Because social media is now the number one online activity beating porn and personal email to the top spot. 
(Nielsen Wire)  
REASON #2   

Because 2/3 of the global internet population visit social networks.

(Nielsen, Global Faces & Networked Places) 
REASON #3   

Because time spent on social networks is growing at 3x the overall internet rate, accounting for 10% of all internet time.

(Nielsen, Global Faces & Networked Places) 
REASON #4   

Because online including social media has become the most influential source in helping consumer make purchasing decisions.

(Weber Shandwick Inline Research)
REASON #5   

Because social media is like word of mouth on steroids.
REASON #6
  

Because social media is democratizing communications. Big time.

“Technology is shifting the power away from the editors, the publishers, the establishment, the media elite. Now it’s the people who are in control.”

(Rupert Murdoch, Global Media Entrepreneur)  
REASON #7
  

Because millions of people are creating content for the social web.

Your competitors are already there. Your customers have been there for a long time. If your business isn’t putting itself out there, it ought to be.

(Business Week, February 19, 2009)
REASON #8
The next 3 billion consumers will access the internet from a mobile device.   Google Already 80% of Twitter usage is on mobile devices.  People update anywhere, anytime. 
Imagine what that means for bad customer experiences!       
(Mashable.com) 
REASON #9   

In almost all cases social media is free.  All it will cost you is time.
REASON #10
  

Because social media is hell of a force to be reckoned with.
Years to reach 50 million users:  
Radio – 38 years
TV – 13 years
Internet – 4 years
iPod – 3 years
Facebook added 175 million users between in less than 11 months 
The phenomenal growth of Facebook:
January 2009: 150 million users
April 2009: 200 million users
July 2009: 250 million users
September 2009: 300 million users
Friday, November 6th, 2009: 325 million users
That’s half a million users every single day
(Mashable.com) 

If Facebook were a country it would be bigger than the USA and the 3rd largest in the World  
1.                         China
2.                         India
3.                         Facebook
4.                         United States
5.                         Indonesia
6.                         Brazil
7.                         Pakistan
8.                         Bangladesh
9.                         Russia
10.                      Nigeria     

13 hours:  the amount of video uploaded to YouTube every minute.

412.3 years: the length of time it would take to view every YouTube video.

1 billion: the number of YouTube videos viewed per day.

3.06 billion: The number of photos archived on Flickr.com as of June 2009. That’s roughly 1 photo per every 2 people on the planet.

1382%: The year on year growth rate of Twitter users from February 2008 to February 2009.

3,000,000: the average number of Tweets sent per day on twitter.com

5.4 billion: The number of twitter messages sent since launch
5 billion: The number of minutes spent on Facebook each day
1 billion: The amount of content (web links, news stories, blog posts, notes, photos, etc.) shared each week on Facebook.

Social media is not yet another channel for broadcasting bullsh*t.

You see, it’s supposed to be a dialogue, not a monologue.

One way marketing has had its day! 

Stop thinking “campaigns”. Start thinking “conversations”.

Listening first, selling second 
Unfortunately most companies are still treating social media like just another marketing channel when in fact it’s so much more…

1: public relations

2: customer service

3: loyalty-building

4: collaboration

5: networking

6: thought-leadership

And yes, customer acquisition, too.  

If your product sucks, social media won’t fix it.

However, if your customer service sucks, social media can help.

If your repeat business sucks, social media can help.

If your company’s word of mouth sucks, social media can help.

Social media playtime is over – its time to get serious!     
Never forget the basic rules…

Rule #1: listen – Google alerts and Tweetdeck (for starters)

Rule #2: engage

Rule #3: measure – audience, engagement , loyalty, influence action (metrics should map to goals)

Now go out there and get social!  Because this is only the beginning.”

Social Media – Twitter – Is There Really A Point?

Or, as this post would seem to imply, is it just an artificial ecosystem made up of the vain, the docile, the needy, the under-resourced and those who’ve take bad advice?

Comments on the back of a tenner to the usual address.

Twitter – I Can Do That, Gis A Job

Came across this, which is a look at the American political Twittersphere – I know, I know, sounds horribly complicated and not a little worthy (and it is) – but actually worth a quick look – if only to see who’s using it. Anyway, it’s not the point of this post, so don’t waste too much time.

While I was looking at it, I was drawn to @schwarzenegger (like a moth to a flame, or a fly to dog poo, or a small child to an unprotected electrical socket) and my morbid fascination, dear blog snorkellers, was amply rewarded. Do, please, have a quick look.

Quite clearly, The Governator is not going to tweet himself. No, he has a team of tweeters – and judging by their performance over the last few days, they have fallen foul of ‘Call Me Dave’s ‘too many tweets makes a twat’. I’m sorry – I don’t know Mr Schwarzenegger (although I am a great fan of his oeuvre) (serious) but there is no way on God’s green earth that he is going to post “in case you missed it, here is a clip from our water press conf. That’s what I call bipartisan.” He’s just not. Sorry.

So, I may have missed the point. 1) Maybe it is him, and I’ve been suckered by his monosyllabic silver screen routine. 2) Maybe he dictates it. 3) Maybe no-one cares what the words actually are – it’s the message that counts.

Actually, none of this. What we have here is failure to communicate. Governor Schwarzenegger, publicity-hungry, comms-oriented soul that he is (and I believe he is, and for most of the right reasons) has been advised to ‘do Twitter’. So he’s said yes. And he clearly can’t do it himself, so he’s got someone to do it for him.

Nothing wrong with that – I think most people would expect it – but it throws up a fundamental rule of corporate communications which perhaps the social media strategists have yet to learn. It’s a simple one. Ready?

If, in your communications, you take on the voice of someone else – the CEO, or the Governator – make sure that you approximate their usual delivery (either spoken or written).  Most people understand that this stuff is written by a ghost writer, but no-one wants their face rubbed in it.

Anyway, based on the Governator’s twitter feed – I could do better than that.

Dear Mr Schwarzenegger, can I be your twat?

Sustainability, Social Responsibility And Social Media

It’s got to be more than 10 years ago that I was first exposed to sustainable hysteria. I was, at the time, working for a well-known FTSE100 constituent who – it has to be said – had a fairly good (if somewhat misguided) track record in the field of corporate philanthropy (because that’s what it was in those days).

It would have been possible to argue that a literary sponsorship did far much more for the literati than it did for reading in schools, and that the continued funding of a manufacturing plant’s brass band, long after the plant had closed down, was a refusal to let go of the past, rather than an investment in the future. That (rather churlishly) being said, the company tried, and tried to get its workforce involved and on-side.

So, as an exercise in community relations – and this was a company that operated in communities – and as part of building a cohesive internal culture, this company’s CSR programme didn’t do too badly.

But then along came the concept of ethical investing. For the first time, it seemed as if investment decisions – particularly amongst the big investors – would be made as much on ethical track record as on corporate business performance. On top of that, it was suggested that consumer purchasing decisions would be made on the back of the brand’s ethics – so either way you looked at it CSR, sustainability, corporate ethics became the things that would make the difference between success and failure.

And in no time at all, an industry had grown up around it – consultants to advice you on your CSR and your sustainable business model, and organisations that would benchmark you, so that you’d know how you’d performed. FTSE4Good, Business in the Community, the Dow Jones Sustainability Index – all time-consuming, all expensive – but all doing a very good job of selling themselves to the business community to the point where absence was more conspicuous than inclusion.

It’s just my perception – and many would argue with me – but there was something of the Emperor’s new clothes about it all – and I for one, in my next job, told the executive Committee that we would not longer take part in FTSE4Good, or the DJSI as they cost money, wasted resource and delivered no real value. I have a feeling that many communicators felt like me – not dismissive of CSR, rather dismissive of the parasitic industry that sprang up to feed on the corporate social conscience.

Of course, ethics never went away – in the same way that they’d always been there in one form or another, long before someone invented the term ‘ethical investment’ – and a set of corporate ethics is fundamental to all business success. Simply put, if you make your products out of toxic waste, employ slave labour in the manufacturing process, and test the results on children, then you WILL be found out. You don’t need a consultant to tell you that. (I hope.) Business ethics have been around since Dickens’ Christmas Carol – some companies shout about them, others choose not to. No company needs to pay an outside organisation a fortune to judge their ethics for them.

Sustainable hysteria took hold again about two and half years ago. As the icecaps melted, the last few square hectares of rainforest were cut down and (in the UK anyway) there was the threat of a) a change in government and b) legislation in terms of emissions and operating practices, so companies started on their Social, Ethical and Environmental Policies – put something in place to stave off the worst excesses of the legislators. Again, out from the woodwork came the mountebanks and the charlatans – the advisors on sustainability, ready to devise you a plan and relieve you of your budget. A budget, incidentally which hadn’t existed before and which had thus been taken from other areas of your business. A business that was probably already in decent shape.

And then came the Great Recession of 2008/09. Suddenly a lot of people – business leaders, legislators, consumers – all realised that corporate ethics are all well and good, but really, you’ve got to treat business like the grown-up that it is. On the one hand you have to trust that it will behave ethically most of the time and on the other hand, you’ve got to believe that it merits your trust. The recession demonstrated that there are more important things in life. Not that anyone forgot about emissions, recycling, energy saving – they simply stopped wasting time agonising and proselytising.

The Great Recession, however, by some strange twist of fate (and this cannot be coincidence, can it?), has been accompanied by one of the greatest social shifts of modern times – the global embracing of social media. And, as I’ve posted here before, the rise of social media has created – mostly in America, but I fear for the UK – the cyber-hippie, who believes that all people are equal under the blog, that everyone should be free to have a voice, that the very fabric of capitalism will change as the inherent contract between consumer and brand becomes a contract between consumer and brand employee, via the social medium.

This is both frightening and infectious – the idea that business as we know it will change, become more embracing of its stakeholders, accept and act upon feedback and suggestions – to the point where products and services will not be created by the companies who manufacture and supply them, but by the consumer. A Utopia where the consumer simply has to blog that they want a frozen pizza with banana and limestone, and a brand owner will make one.

The Great Recession, and the misery that’s gone with it, has made this a very attractive proposition. Everyone wants to believe that we can make a better life with what we know now and that the post-Great Recession world will be focused more on ethics and social responsibility than it will be on capitalism and the creation of profit. People-driven, rather than profit-driven.

Clever people have been suckered by this. Some, such as Robert Phillips writing in PRWeek, have been so taken in by it, that they’re actually setting the communications profession up as the next set of charlatans, mountebanks and snake-oil salesmen who will advocate this way of operation at the highest level. (Sorry, can’t link to the PRWeek article, which is a shame.)

Until the pain of the Great Recession fades, and we re-enter the ‘Good Times’ phase of the cycle.

Internal Comms/Social Media – Addenda to Social Media Policies

The whole social media space is a minefield littered with UXBs and especially so for a company’s employees. Social media are growing and changing and influencing behaviours far faster than most people can keep up – it’s got to the point where a corporate use of social media policy is not only a business necessity, it’s actually part of the corporate ‘duty of care’ to employees.

Here’s a thought – educating employees in the use of social media may be seen, in the future, as an employee benefit provided by the company. Possibly those more forward-thinking companies, without exposing themselves to the free-for-all that is open employee access, might actually be seen to be taking a lead on the issue, simply by ensuring their employees are social media savvy in a semi-formal fashion. Brown-bag training sessions, interactive intranets. Who knows.

Anyway – here’s an article from The Guardian that deals with the specific problems of colleagues following you on Twitter, or friending you on Facebook. Particularly senior colleagues. The implication – and it’s correct – is that social media are blurring the lines between work life and personal life. There is no such thing as a personal life anymore – what you’ve got is a work life and life when you’re not working. Use of social media – Twitter, Facebook, MySpace, Bebo, et al – means that anyone can find you at anytime. Nothing that you post to these sites is private. There is a record of all you have written and uploaded. If it sounds a bit Big Brother, that’s because it is.

There is, obviously, a solution to the dilemma. It’s taken a lot of thought. It’s not popular. It flies in the face of current thinking. It’s this. DON’T USE TWITTER OR FACEBOOK. OR ANY OTHER SOCIAL MEDIUM. If you want to organise a party, send out invitations via email (still trackable, but not available to everyone). If you fancy getting in touch with someone – meet them for a drink. Give them a call. Write a letter. Go on, give it a try.

But no. You want to be free, to get LinkedIn, to have a good time. And this why – as the boundaries between you personally and you professionally blur and dissolve – it’s more and more important that there are not only corporate social media policies, but corporate social media etiquette statements also.

It pains me, but we’re here (how? how?) and now we have to deal with it. So, in the spirit of understanding and sharing, here’s something that I stumbled across earlier. I should say now that these are the thoughts of one Bristol-based managing editor (mid-thirties, apparently) who makes it clear on his blog that monkeys like me are not to steal his thoughts without due attribution and permission. I haven’t got permission, but consider this attribution. These are not my thoughts – I am simply passing on the wisdom of another.

(NB The guidelines that Mr Bristol sets out here are, actually, quite corporately focused. But they work equally well for use of social media on a personal level. You could adapt them. But I’d ask Mr Bristol for his permission first. You never know.)

Social Media – A Presence On Youmytwidioboobespace

Some time ago, I suggested the imminent coalescing of one or more social media – as the only real way that they can survive individually is by broadening their offer and thus encroaching on each other’s space. (It’s my space! No, it’s not, it’s TwinkedIn.) Just in case you’re not an avid follower of my random – but increasingly accurate – musings, you can catch up here.

Hurry up, the rest of us aren’t going to wait all day.

Right. Anyway, the point is that I’ve just received my first request though LinkedIn to be someone’s bitch follower (or was it that she wanted to be my follower?) on Twitter. Oh, but yes. The gradual merging of media has started and who knows where it will end. As an aside, I cannot see how the Twitter/LinkedIn deal is going to work – LinkedIn has already taken on some of the aspects of Facebook, as people forget that it’s a business tool and post quick updates on their musical tastes – and the culture of Twitter (the Twattish behaviour, if you like) will not mix well with the orignal culture of LinkedIn.

Be that as it may. This is the beginning – as I’ve said several times before – of the end, specifically the end of the social media free-for-all that exists now. So – if you’re a corporate, and you’re thinking of dipping your toe – perhaps even investing something in it – is now the time?

Remember Betamax. You don’t want to be Twitter-savvy, if it turns out that Wave is the future – and yes, OK, I know that’s a bit faux-naif. (Qui? Moi?)

But social media, as a business tool – marketing, comms and to a certain extent, sales – does not deliver tangible benefit. And while it’s still sorting itself out, it’s unlikely to. So curb your enthusiasm – because I know you’re just busting to get involved – and let’s see how it shakes down.

It won’t take long, mark my words……..

Social Media – Twitterette’s Syndrome

Twitterette’s Syndrome is a localised but extremely virulent strain of Social Media Tourette’s (oh yes it fucking is) which, as you will know, gentle blog snorkeller, is an odious ailment that afflicts a small but significant proportion of the population when they are presented with the opportunity to post whatever they like to a public forum.

It can take the form of simple intolerance of anyone else’s point of view, or extreme bad language, or posting of inappropriate material (visual or written), or racial harrassment (and yes, Nick Griffin is a white bollocks – he’s a White Nazi Bollocks, actually), or career-threatening stupidity. Or one of a myriad of other opportunities to be a complete arse.

Twitterette’s Syndrome is the delusion that people are interested in everything you do, leading the sufferer to tweet things that are wholly unimportant, have no relevance, wouldn’t be considered appropriate to say out loud or are simply the product of a mind with the consistency of blancmange.

Stephen Fry, recently. So you’re a manic depressive Stephen – that’s not a good thing, and I know you struggle with it, and I appreciate that it’s not easy – but if you’ve got a Black Dog, step away from the Twitter feed. Duncan Bannantyne, not so long ago. No-one wants to know that you’re in the airport, coming back from your house in France. In fact, most people actively don’t want to know. There are a million other examples, if you go looking for them. Most are, however and thankfully, hidden from overly public view and their authors are only perceived to be useless cretins by a small group of their peers.

This morning, however, we have the salutory tale of the woman who tweeted details of her miscarriage, while she was having it. Now, OK, I wouldn’t know about it were it not for the media picking up on it. And they wouldn’t know about it were it not for a few outraged souls who feel that a woman should not be pleased that she’s having a miscarriage – in fact probably shouldn’t be allowed to have a miscarriage full stop. Penny Trunk, the miscarriagist, (with a name that ‘minds me of a cheap elephant) put forward the perfectly valid point that if you don’t want to know about it, don’t log on. Totally agree.

But what, on earth, was she thinking when she decided to tweet about it? It’s not the sort of thing that most sane people would consider a valid conversational topic. I don’t know Ms Trunk, but I’m presuming that she didn’t actually say – in her board meeting – ‘Hey up, lads, I’m having a miscarriage – great!’ But she saw fit to tweet it. This is Twitterette’s Syndrome – and I can’t help but thinking it’ll get worse before it gets better.

Oh – and Ms Trunk – she’s the ‘boss’ of this firm. She was in a board meeting. And she’s tweeting. Goes to show that social notworking is everywhere.

Social Media, Social Commentary

“Meanwhile Professor Henry Brubaker, of the Institute for Studies, said the latest Fry-related Twitter slaying strengthened his theory that social networking was steadily turning everyone into a clinically insane 14 year-old girl.”

From The Daily Mash – read the full article (if you wish) here.