Corporate Communications and Social Media
June 13, 2009
by David Krell
david@davidkrell.com
Social media -- media where consumers, customers, and curiosity quenchers can interact with producers, distributors, and creators -- is here to stay.
Companies must adapt to the new paradigm of social media or otherwise increase the risk of damaging consumer relationships in an already fragile economy. The challenge intensifies if the company owns brands that rely on a personal relationship with the consumer, for example, children's entertainment.
Parents make the ultimate purchasing decision regarding children's entertainment in the household. Companies attempt to reach these consumers by investing time, money, and personnel resources to create elaborate product launches, marketing campaigns, and public relations strategies.
These methods all have their place in creating anticipation, building loyalty, and maximizing awareness. Old school methods communicate messages to media in the traditional sense, usually trade magazines (Hollywood Reporter, Ad Week) and consumer magazines (Parents).
Social media, however, allows the company to communicate directly with the consumer.
For example, a blog gives the company terrific flexibility in consumer relationships. In our scenario of a children's entertainment company, a blog can reinforce the company's brand values and reflect the parents' values. Because a blog may have opportunity for comments, the communication becomes a conversation directly with parents in the language they speak instead of the rather dry language used for press releases.
Additionally, a blog can provide information about children's safety, health, and education to reinforce the company's image of understanding the complex challenges involved in improving children's well-being.
Facebook also allows the company to build, maintain, and increase customer awareness of its brands. Besides giving information about the company's products, the company can create fun quizzes for the parents to find out which of the company's franchise characters match their respective personalities. Parents were once kids, too!
Also, when parents become Facebook fans of a character or the company, then the company has another outlet for immediate communication to customers.
Through awareness comes interest. Through interest comes decision. Through decision comes action. If this cycle is successfully repeated, customer loyalty increases.
Twitter requires more active maintenance of communications. In short, rapid-fire bursts of 140 words or less, the company can keep "followers" informed of deals, upcoming product launches, and reviews.
The responsibility for maximizing the value of social media falls squarely on the corporate communications team. The team needs to be proficient in three key areas:
1) History
Because the corporate communications staff comprises the "face" of the company in communicating with the media, staff, and consumers, it must show deep knowledge about the company. It begins with the history, particularly when the company revives brands. For example, when Warner Brothers released the film Batman in 1989, it was the first major relaunch of the property since the 1960's television show Batman starring Adam West. Warner Brothers heavily promoted the rich history of the Batman property in comic book reissues, press releases, and news stories.
Accumulating knowledge about a company's property is a deep challenge. Institutional memory fades with layoffs, cutbacks, and lateral moves within the industry. Corporate communications staff must build its own institutional memory through a variety of sources. In the entertainment industry, for example, fan sites, books, and previous press releases will be helpful in addition to the memory of long-time employees who still work for the company.
However, all information must be vetted. Trust but verify. No corporate communications staff member wants to be challenged because the information represented is false, incomplete, or misleading.
2) Listening
Corporate communications staff will represent the company's message, brand, and values to consumers, trade media, and mass media. However, different divisions in the company will have different priorities. Consequently, the elusive skill of active listening is an invaluable asset. Corporate communications professionals must incorporate the needs of the respective divisions and the company as a whole in its communication strategies.
3) Crafting a Message
Ultimately, the corporate communications team will have to craft a message. It can be a speech by the CEO to an industry group. It can be a press release touting a product launch. It can be an update about deals on Twitter.
Whatever the media, the corporate communications team needs to have a plan for each avenue of communication. What is the objective of sending the message? Who will be the voice of the company? What is the crisis communication plan?
Additionally, avenues of communication exist beyond courting editors in old media and consumers in digital social media. Executives can speak at industry conferences, author scholarly and mainstream articles in industry media, and speak to consumers at the grass roots level -- Kiwanis Club, Rotary Club, PTA, et. al.
In every case, though, corporate communications staff must have the writing, speaking, and networking skills necessary to ensure the message it sends is the message received.
david@davidkrell.com
Social media -- media where consumers, customers, and curiosity quenchers can interact with producers, distributors, and creators -- is here to stay.
Companies must adapt to the new paradigm of social media or otherwise increase the risk of damaging consumer relationships in an already fragile economy. The challenge intensifies if the company owns brands that rely on a personal relationship with the consumer, for example, children's entertainment.
Parents make the ultimate purchasing decision regarding children's entertainment in the household. Companies attempt to reach these consumers by investing time, money, and personnel resources to create elaborate product launches, marketing campaigns, and public relations strategies.
These methods all have their place in creating anticipation, building loyalty, and maximizing awareness. Old school methods communicate messages to media in the traditional sense, usually trade magazines (Hollywood Reporter, Ad Week) and consumer magazines (Parents).
Social media, however, allows the company to communicate directly with the consumer.
For example, a blog gives the company terrific flexibility in consumer relationships. In our scenario of a children's entertainment company, a blog can reinforce the company's brand values and reflect the parents' values. Because a blog may have opportunity for comments, the communication becomes a conversation directly with parents in the language they speak instead of the rather dry language used for press releases.
Additionally, a blog can provide information about children's safety, health, and education to reinforce the company's image of understanding the complex challenges involved in improving children's well-being.
Facebook also allows the company to build, maintain, and increase customer awareness of its brands. Besides giving information about the company's products, the company can create fun quizzes for the parents to find out which of the company's franchise characters match their respective personalities. Parents were once kids, too!
Also, when parents become Facebook fans of a character or the company, then the company has another outlet for immediate communication to customers.
Through awareness comes interest. Through interest comes decision. Through decision comes action. If this cycle is successfully repeated, customer loyalty increases.
Twitter requires more active maintenance of communications. In short, rapid-fire bursts of 140 words or less, the company can keep "followers" informed of deals, upcoming product launches, and reviews.
The responsibility for maximizing the value of social media falls squarely on the corporate communications team. The team needs to be proficient in three key areas:
1) History
Because the corporate communications staff comprises the "face" of the company in communicating with the media, staff, and consumers, it must show deep knowledge about the company. It begins with the history, particularly when the company revives brands. For example, when Warner Brothers released the film Batman in 1989, it was the first major relaunch of the property since the 1960's television show Batman starring Adam West. Warner Brothers heavily promoted the rich history of the Batman property in comic book reissues, press releases, and news stories.
Accumulating knowledge about a company's property is a deep challenge. Institutional memory fades with layoffs, cutbacks, and lateral moves within the industry. Corporate communications staff must build its own institutional memory through a variety of sources. In the entertainment industry, for example, fan sites, books, and previous press releases will be helpful in addition to the memory of long-time employees who still work for the company.
However, all information must be vetted. Trust but verify. No corporate communications staff member wants to be challenged because the information represented is false, incomplete, or misleading.
2) Listening
Corporate communications staff will represent the company's message, brand, and values to consumers, trade media, and mass media. However, different divisions in the company will have different priorities. Consequently, the elusive skill of active listening is an invaluable asset. Corporate communications professionals must incorporate the needs of the respective divisions and the company as a whole in its communication strategies.
3) Crafting a Message
Ultimately, the corporate communications team will have to craft a message. It can be a speech by the CEO to an industry group. It can be a press release touting a product launch. It can be an update about deals on Twitter.
Whatever the media, the corporate communications team needs to have a plan for each avenue of communication. What is the objective of sending the message? Who will be the voice of the company? What is the crisis communication plan?
Additionally, avenues of communication exist beyond courting editors in old media and consumers in digital social media. Executives can speak at industry conferences, author scholarly and mainstream articles in industry media, and speak to consumers at the grass roots level -- Kiwanis Club, Rotary Club, PTA, et. al.
In every case, though, corporate communications staff must have the writing, speaking, and networking skills necessary to ensure the message it sends is the message received.
The Power of a Handshake
June 09, 2009
by David Krell
david@davidkrell.com
Social media is a necessity for networking in the digital age.
From microblogging on Twitter to posting on Facebook to making connections on Linked In, social media allows us to exponentially expand our network with a few keystrokes.
Sometimes the old-fashioned way works, too. Nothing replaces face-to-face conversation, handshakes, and body language.
When I attended the International Trademark Association Annual Meeting last month in Seattle, I was part of a group approximately 7500 strong. Like other trade association conferences, the pace is challenging.
From early morning to late night, I created new connections, reinforced existing relationships, and cultivated new business. I met people at workshops, seminars, and after-dinner parties in a continuous loop during the course of a few days.
And the conversations all began with a handshake.
I got an assignment to write an article about legal writing through a chance meeting with an editor from Marcasur, a Latin American intellectual property law magazine. She asked about Write This Way 2.0 and the conversation ended with the assignment.
I learned about an article in need of an author for The Trademark Reporter, INTA's scholarly journal. Topic -- Trademarks in Virtual Worlds. My discovery came through a conversation with a friend at a Mariners game. My friend is a premier intellectual property litigator and a member of the editorial staff at The Trademark Reporter. I immediately volunteered to write the article about this relatively new phenomenon.
A couple of hours before the Mariners game, I attended a cocktail hour for the media. Since I had an extra ticket in my block of tickets for the game, I invited a law firm marketer whom I met at the cocktail hour. He and I are having lunch today to discuss a potential web site copywriting project involving one of his international intellectual property law firm clients.
At the same cocktail hour, I met a British legal journalist who later agreed to be a member of the writing workshop I will moderate at the INTA 2010 Annual Meeting in Boston.
I also connected with an already existing contact who graciously arranged to send the materials for the Write This Way 2.0 CLE workshops to the decision makers at her downtown Manhattan law firm. Getting in front of the decision makers is the first step to creating new business. To be fair, our conversation in Seattle took place via E-Mail, however, we first met a couple of years ago at a legal seminar -- not by following each other on Twitter, friending each other on Facebook, or joining each other's network on Linked In.
To be sure, those actions have a definite place in networking. One ignores social media at his or her peril in the digital age.
But don't discount the power of a handshake.
david@davidkrell.com
Social media is a necessity for networking in the digital age.
From microblogging on Twitter to posting on Facebook to making connections on Linked In, social media allows us to exponentially expand our network with a few keystrokes.
Sometimes the old-fashioned way works, too. Nothing replaces face-to-face conversation, handshakes, and body language.
When I attended the International Trademark Association Annual Meeting last month in Seattle, I was part of a group approximately 7500 strong. Like other trade association conferences, the pace is challenging.
From early morning to late night, I created new connections, reinforced existing relationships, and cultivated new business. I met people at workshops, seminars, and after-dinner parties in a continuous loop during the course of a few days.
And the conversations all began with a handshake.
I got an assignment to write an article about legal writing through a chance meeting with an editor from Marcasur, a Latin American intellectual property law magazine. She asked about Write This Way 2.0 and the conversation ended with the assignment.
I learned about an article in need of an author for The Trademark Reporter, INTA's scholarly journal. Topic -- Trademarks in Virtual Worlds. My discovery came through a conversation with a friend at a Mariners game. My friend is a premier intellectual property litigator and a member of the editorial staff at The Trademark Reporter. I immediately volunteered to write the article about this relatively new phenomenon.
A couple of hours before the Mariners game, I attended a cocktail hour for the media. Since I had an extra ticket in my block of tickets for the game, I invited a law firm marketer whom I met at the cocktail hour. He and I are having lunch today to discuss a potential web site copywriting project involving one of his international intellectual property law firm clients.
At the same cocktail hour, I met a British legal journalist who later agreed to be a member of the writing workshop I will moderate at the INTA 2010 Annual Meeting in Boston.
I also connected with an already existing contact who graciously arranged to send the materials for the Write This Way 2.0 CLE workshops to the decision makers at her downtown Manhattan law firm. Getting in front of the decision makers is the first step to creating new business. To be fair, our conversation in Seattle took place via E-Mail, however, we first met a couple of years ago at a legal seminar -- not by following each other on Twitter, friending each other on Facebook, or joining each other's network on Linked In.
To be sure, those actions have a definite place in networking. One ignores social media at his or her peril in the digital age.
But don't discount the power of a handshake.
INTA Networking Continues -- Write This Way 2.0 Goes Bilingual
May 20, 2009
by David Krell
david@davidkrell.com
Networking at an INTA Annual Meeting is a continuous process. It happens during the lecture halls before the CLE workshops. It happens at the parties, like tonight's Grand Finale at Seattle's The Museum of Flight. And it happens online with Twitter, Facebook, and blogs.
Today, it happened for me in the Press Room where I had the pleasure of meeting Victoria Pereira, Executive Director of Marcasur.
Marcasur -- The First Latin American Intellectual Property Media is a Spanish-language magazine. We talked briefly about my Write This Way 2.0 blog and Write This Way 2.0 workshop. Before I knew it, I had a request to write a 500-800 page article about legal writing for the July - September issue.
Can anyone recommend language translation software?!
david@davidkrell.com
Networking at an INTA Annual Meeting is a continuous process. It happens during the lecture halls before the CLE workshops. It happens at the parties, like tonight's Grand Finale at Seattle's The Museum of Flight. And it happens online with Twitter, Facebook, and blogs.
Today, it happened for me in the Press Room where I had the pleasure of meeting Victoria Pereira, Executive Director of Marcasur.
Marcasur -- The First Latin American Intellectual Property Media is a Spanish-language magazine. We talked briefly about my Write This Way 2.0 blog and Write This Way 2.0 workshop. Before I knew it, I had a request to write a 500-800 page article about legal writing for the July - September issue.
Can anyone recommend language translation software?!
Twitter Hits Prime Time
May 11, 2009
by David Krell
david@davidkrell.com
Twitter hits prime time.
On Desperate Housewives, Tom Scavo's recent story arc centers on the loss of his youth. Now in his early 40's, Tom finds himself in the eye of a mid-life crisis storm. In last night's episode, the storm intensified because of a job interview that reveals Tom's vulnerability in the digital age. The exchange between Tom and his wife Lynette masterfully highlights Tom's frustration.
Aren't you going to ask me about my job interview? (Tom)
Oh right. How'd that go? (Lynette)
Okay. Until the thirty year-old who was interviewing me asked me if I've ever used Twittering as part of a marketing campaign. (Tom)
And what'd you say? (Lynette)
Nothing. Because I don't know what Twittering is. (Tom)
It's a social networking tool where you send instant updates to anybody who signs up for them. (Lynette)
So you knew about this and yet you kept it from me? (Tom)
I didn't keep it from you. It's just one of those tech things that you don't care about. It's for young people. (Lynette)
And I am a dinosaur marching into the tar pit. (Tom)
Tom represents Generation Xers and baby boomers who have not yet embraced the new technologies of social networks. Facebook and Twitter are the present Internet darlings. True, social networks may disappear, evolve, or amplify individually. Collectively, they will survive in some form.
Electronic bulletin boards, Internet chat rooms, and E-Mail groups once dominated as the forms where we could exchange information with like-minded people. Today, the dominant form is a social network on a web site, for example, Twitter.
As businesses use the social network for business purposes, we must be vigilant in learning about the new forms of digital communications.
Unless you want to feel like a dinosaur marching into the tar pit.
david@davidkrell.com
Twitter hits prime time.
On Desperate Housewives, Tom Scavo's recent story arc centers on the loss of his youth. Now in his early 40's, Tom finds himself in the eye of a mid-life crisis storm. In last night's episode, the storm intensified because of a job interview that reveals Tom's vulnerability in the digital age. The exchange between Tom and his wife Lynette masterfully highlights Tom's frustration.
Aren't you going to ask me about my job interview? (Tom)
Oh right. How'd that go? (Lynette)
Okay. Until the thirty year-old who was interviewing me asked me if I've ever used Twittering as part of a marketing campaign. (Tom)
And what'd you say? (Lynette)
Nothing. Because I don't know what Twittering is. (Tom)
It's a social networking tool where you send instant updates to anybody who signs up for them. (Lynette)
So you knew about this and yet you kept it from me? (Tom)
I didn't keep it from you. It's just one of those tech things that you don't care about. It's for young people. (Lynette)
And I am a dinosaur marching into the tar pit. (Tom)
Tom represents Generation Xers and baby boomers who have not yet embraced the new technologies of social networks. Facebook and Twitter are the present Internet darlings. True, social networks may disappear, evolve, or amplify individually. Collectively, they will survive in some form.
Electronic bulletin boards, Internet chat rooms, and E-Mail groups once dominated as the forms where we could exchange information with like-minded people. Today, the dominant form is a social network on a web site, for example, Twitter.
As businesses use the social network for business purposes, we must be vigilant in learning about the new forms of digital communications.
Unless you want to feel like a dinosaur marching into the tar pit.
Defriend vs. Unfriend
March 27, 2009
by David Krell
david@davidkrell.com
At a cocktail party last night, Facebook was a topic of conversation.
I mentioned my blog and a recent posting about the defriend concept to remove someone from your circle of friends on Facebook.
Presently, defriend seems to be the preferred term in the digital zeitgeist.
A woman asked me why people don’t use the word unfriend instead.
I suppose that people will use unfriend if the situation is rather benign.
Perhaps you don’t want to read a friend’s constant updates about mundane chores. Paying bills, feeding the dog, and doing laundry don’t meet the standard of information that you want or need on Facebook. So you simply say that you will unfriend that person.
Defriend has a more appropriate feel if the situation is bothersome, annoying, or serious. For example, a constant, unsolicited, and unwanted barrage of Instant Messages and E-Mails, may cause defriending.
One can make the argument that the two words are distinct from one another without really being different.
On the other hand, an analogy may provide further insight.
When something causes you pain, it is toxic. To get rid of it, you detoxify. You don’t untoxify.
Lexicogaphers, wordsmiths, and digital trendsetters, enjoy!
david@davidkrell.com
At a cocktail party last night, Facebook was a topic of conversation.
I mentioned my blog and a recent posting about the defriend concept to remove someone from your circle of friends on Facebook.
Presently, defriend seems to be the preferred term in the digital zeitgeist.
A woman asked me why people don’t use the word unfriend instead.
I suppose that people will use unfriend if the situation is rather benign.
Perhaps you don’t want to read a friend’s constant updates about mundane chores. Paying bills, feeding the dog, and doing laundry don’t meet the standard of information that you want or need on Facebook. So you simply say that you will unfriend that person.
Defriend has a more appropriate feel if the situation is bothersome, annoying, or serious. For example, a constant, unsolicited, and unwanted barrage of Instant Messages and E-Mails, may cause defriending.
One can make the argument that the two words are distinct from one another without really being different.
On the other hand, an analogy may provide further insight.
When something causes you pain, it is toxic. To get rid of it, you detoxify. You don’t untoxify.
Lexicogaphers, wordsmiths, and digital trendsetters, enjoy!
Form Follows Function
March 22, 2009
by David Krell
david@davidkrell.com
Form follows function is an architecture principle.
Essentially, the FFF principle says that the intended function, purpose, or goal of a building dictates the building’s shape.
It also applies to written communications, especially web sites. Documents have shape, too.
Memoranda, letters, annual reports, and even web sites follow a format depending on our intended function, purpose, or goal.
Are we trying to persuade? Are we providing information? Are we clarifying a misunderstanding?
Identifying the function is the key to deciding the form.
The recent change of Facebook’s format provides a cautionary tale of consequences for not incorporating FFF into communications.
Facebook’s function is simple – give users an easy-to-use format where they can add and read Status Updates, explore other features, and enjoy themselves.
Facebook’s new format frustrates, stifles, and confuses Facebook’s users.
Groups are forming to petition Facebook and return the old format. By all accounts, the old format worked smoothly.
Indeed, it served the function.
The new Facebook format triggered as much controversy for Facebook users as New Coke did in 1985 for soda drinkers.
The new Facebook format forces the user to work harder to navigate the site instead of making site navigation easy to the point of being intuitive.
The new Facebook format does not follow the web site’s function.
When form does not follow function, the consequences can be antagonizing, angering, and even repelling the reader or web site user.
david@davidkrell.com
Form follows function is an architecture principle.
Essentially, the FFF principle says that the intended function, purpose, or goal of a building dictates the building’s shape.
It also applies to written communications, especially web sites. Documents have shape, too.
Memoranda, letters, annual reports, and even web sites follow a format depending on our intended function, purpose, or goal.
Are we trying to persuade? Are we providing information? Are we clarifying a misunderstanding?
Identifying the function is the key to deciding the form.
The recent change of Facebook’s format provides a cautionary tale of consequences for not incorporating FFF into communications.
Facebook’s function is simple – give users an easy-to-use format where they can add and read Status Updates, explore other features, and enjoy themselves.
Facebook’s new format frustrates, stifles, and confuses Facebook’s users.
Groups are forming to petition Facebook and return the old format. By all accounts, the old format worked smoothly.
Indeed, it served the function.
The new Facebook format triggered as much controversy for Facebook users as New Coke did in 1985 for soda drinkers.
The new Facebook format forces the user to work harder to navigate the site instead of making site navigation easy to the point of being intuitive.
The new Facebook format does not follow the web site’s function.
When form does not follow function, the consequences can be antagonizing, angering, and even repelling the reader or web site user.