Archive for the ‘Crisis management’ Category

Thursday, February 4th, 2010

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Boston Weatherman’s Boastful Controversy

Author: PAN Communications

We just had to post this video of Boston-area weatherman Pete Bouchard (@pbouchardon7) to see if Channel 7 will send us a DMCA takedown notice, too.

This story by Mike Masnick @TechDirt tackles fair use and whether or not Channel 7 actually can demand people not use the clip, which until now had stayed semi-under the radar.  Of course, the very best way to generate more unwanted publicity for video, audio or text posted to the web is to hire a bunch of lawyers to spook the few people who posted the video and moved on, until they got spooked by lawyers.

It’s like poking a tiger in a cage.  First bloggers will echo the story, then pundits move in to dissect the situation (which is where we’re at now), then the story will get more blown out of proportion by mainstream outlets.

Of course, with events in the world being what they are this is not anything of consequence.  But still, there’s something interesting in watching digital media (mostly open) wrestle with legacy media (mostly proprietary, filtered) over control of content’s soul.

Wednesday, July 15th, 2009

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Momdot.com’s Linkbait Campaign Comes at Mom Bloggers’ Expense

Author: PAN Communications

Mommy blogger community site Momdot.com got exactly what it was after when it announced a P.R. Blackout Challenge to its community of mommy bloggers: more publicity.  Smart.  But it’s a red herring: something done to wave you off the scent; a diversion for reasons other than what’s been stated, and the entity that stands to gain the most from Momdot’s appeal to moms to forego working with PR people for a week, is Momdot itself.

I’m in PR; I’ll get that out right up front so there’s no misunderstanding about which side of this debate interests me more.  But, I also don’t presently represent any companies that have a stake in the audiences mommy bloggers’ attract, so I’m not part of the problem which has led to Momdot’s call it quits on posting reviews, give-aways, recommending something, etc. (unless I’m guilty by industry association).   I’m just fascinated by what does and doesn’t make good PR, and this PR Blackout business makes for good PR.

The Momdot appeal is not misguided; I think it was made with the best of intentions.  But what strikes me is the rationale:

Truthfully, I am waiting for the shit storm of social media suicide to hit. Meaning that women are so incredibly stressed with caring for their families, their friendships, and now their online reputations, blogs, companies and obligations, that they are at the edge, the brink, of a real disaster.

Hyperbole?  I find it hard to believe that successful (successful in any definition that suits your particular situation) women would be “on the edge of disaster” if they continue down some road dictated to them–which is the implication–by obligations they’ve made to people interested in getting in front of their blogs’ audiences.

Where’s the free will?  This sort of leaves you thinking these women aren’t in control of what goes up on their own blogs.  If you read through the comments as to who is and isn’t participating in the self-imposed blackout you’ll see some great, measured responses but also a fair amount of piling-on.  I’d be remiss, however, if I didn’t make a special note to say just about all of the comments about PR folks are positive (with the exception of not wanting to talk to us for a week) :( .  The relationship can’t be so bad, can it?

It’s easy to say no to PR; it happens to us every…day…all…day.  Believe it.  Don’t get the impression there is a ton of pressure on you to do something nice for a company that would like to speak with your audience–it’s YOUR audience.  They read you because when you decided to put your thoughts down on a blog you struck a nerve and created a connection with the person on the other side of your monitor.  That’s your connection, mommy blogger, and you’re the gatekeeper.

If it makes sense for you to take a week and not answer any come-ons from PR people, great. But if, as a result of working with PR you’ve been offering things to your readers that they like and you feel rewarded by doing so, why would you stop?  That doesn’t benefit you – but all this talk about a blackout does benefit Momdot.  Will they take down the PR Contact link at the top of their homepage during the blackout?  I’ll be interested to see.  Momdot also hosts a lot of ads (probably not for free) which presumably pays some bills–will those disappear too?

Update: blogher.com weighs in and does a better job than us of articulating how weird and unnecessary this PR blackout thing is.

Thursday, August 2nd, 2007

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Fisher Price Recall

Author: PAN Communications

Fisher Price announced this morning a recall of 1 million toys. The toys potentially have lead paint in them. If you have small children, you should check out the full recall list. Toys include Sesame Street, Dora and many more.

Tuesday, July 24th, 2007

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Michael Vick, Nike and Reputation Management

Author: PAN Communications

Nike has a serious PR problem brewing in the blogosphere.

If it doesn’t move swiftly to distance itself even futher from Michael Vick , though he hasn’t been convicted yet, the brand will start to suffer some real damage (it sure feels like people are just getting warmed up). The results page above is from Google Blogsearch. A regular Google search still brings up pages and pages of corporate Nike landing sites, but that’ll change as more people add their blog and comment voices to this dogfighting thing.

Oh, the Atlanta Falcons are (rightfully so) taking shrapnel, too.

Tuesday, February 13th, 2007

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Bringing PR into the Classroom

Author: PAN Communications

As more details unfold about the incident in Boston last week concerning Turner Broadcasting, the more we can see how quickly an organization’s precious reputation can crumble to the ground. If it wasn’t bad enough that the guerrilla marketing techniques caused havoc in the Boston area, the news that one of the two men responsible for the campaign videotaped police removing the suspicious devices and neglecting to say anything seemed to cross the line.

Although he has every right to stand by and watch his clever marketing ideas play out, some think he should have stepped up and responded to police the minute things got out of hand. If he would have taken responsibility as a player in this incident, or if Turner acted more quickly and responded with an effective press conference without talks of hairstyles, there might have been a chance they would have come out of this episode unscathed.

As a graduate student in public relations, this topic has brought our coursework to life and has been discussed several times this past week. Even though the incident generated a variety of opinions among students, everyone agreed that a valued reputation is too good of a thing to waste, even if it is on witty marketing scheme.

http://www.cnn.com/2007/US/02/06/suspicious.device.ap/index.html

Wednesday, October 18th, 2006

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Edelman, Rubel, Wal-Mart: “Let’s wait and see what the facts are before we post”

Author: PAN Communications

Good PR schools were teaching the value of quickly and honestly communicating with audiences long before the spotlight of blogs forced people to think about responding to a situation in immediate terms. 
 
It’s not a new or novel concept pioneered by blogging–transparency and immediacy have been cornerstones of traditional pr training for a long time.  
 
Consider one of the more famous PR case studies: the Tylenol poisonings of the early 1980s.  Johnson and Johnson showed corporate America how to quickly and honestly communicate with their publics in the face of a crippling crisis.  The company’s response was lightening-fast and focused on public safety, not the company.  Instant credibility was established by making the CEO the point man for the crisis, not a lower executive.  Under circumstances that would surely have killed another company, J&J immediately regained the trust of its customers and Tylenol has been medicine cabinet staple ever since.  
 
Now, we’re not suggesting the Wal-Marting Across America crisis is on par with a case of poisonings, but how quickly the crisis was addressed by Edelman and Steve Rubel (who discloses on Micropersuasion that he has never billed any time to the Wal-Mart account–a tough pill to swallow in and of itself) is a case study in how PR professionals sometimes stray afield of their own counsel. 
 
Steve (although he’s not billing) says it took a number of days to respond because there was a process to follow; facts had to be gathered to find out exactly what happened so that the posts could deal with the issues from an informed position (see previous link). 
 
What’s interesting about this explanation is Edelman had the facts to begin with–they created the blog, hired the bloggers and initially set the wheels in motion.  There was nothing to gather, no data to vet, everything material to the campaign was already in hand.  So explanations to the contrary don’t quite make sense. 
 
What stalled the response to the discovery of the fake blog, then?  More likely it was a scrambling to gauge the depth of the crisis, determine how badly Wal-Mart would be harmed and how far into it Edelman would be pulled.  This sort of stunt continues to harm the PR profession.  Rubel (whom we’ve read for a long time–whether or not we agreed with him), has been preaching transparency and immediacy for large companies for a long, long time. 
 
The comments section of his Edelman/Wal-Mart post  offers priceless lessons for PR professionals trying to get a sense of what’s right and wrong in online PR.  Use it as a guide to help find your own way.  Just don’t forget the basics–online PR is a different animal than pre-blog PR, but it’s very much the same in many respects.  Good PR programs keep both models in mind.   
 
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Thursday, August 31st, 2006

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Hurricane Season Preparedness and Social Media

Author: PAN Communications

Brian Oberkirch, a friend of PAN and someone with whom I recently sat with on a Syndicate panel was, as many folks already know, the driving force behind the Slidell Hurricane Damage Blog which went up shortly after the hurricane Katrina disaster.  For months after the storm and resulting flooding the SHDblog was a key source of information for people everywhere affected by the greatest natural disaster ever to hit the States.   
 
Brian’s been thinking hard about how to put social media to work going forward so that residents under the gun of a hurricane or other natural disaster have a place to get up to the minute information from a trusted source: other people on the ground.      
 
Today we received the following note from Brian, who looks ready to unveil his projects: http://www.fixthegulf.com and http://www.hurricanemind.com.  These couldn’t be more timely as the hurricane season is heating up.  Please, if you have any resources to lend to these projects or have other means to help, get in touch with Brian.  His contact information is at the end of the note. 
 
- Joel
 
“Friends of the Slidell Hurricane Damage Blog:

I’m sure that the Katrina Anniversary has you stirred up about many of the issues we all worked so hard on last year.  I wanted to update you about two new disaster communication projects I’ve started.  If they interest you, please help me promote them or ping me to get involved, send me ideas, etc.  Your help was key last year to so many of my neighbors finding out what was going on in our little town.  We couldn’t have done it without you, which is sort of the point of social media, isn’t it? 

Fix the Gulf

As we saw with the Slidell Hurricane Damage Blog, blogs can be efficient tools for gathering current local news and matching resources with needs.  There is still a mountain of work to do in all the communities along the coast, and this new project aims to 1) keep the spotlight on the continued disaster, 2) identify specific local needs and match those with people who want to provide help and 3) spotlight other bloggers, videobloggers, podcasters and locals using these tools to spread the word.  

I’m looking for editors in each of the affected towns who want to help me aggregate information and outreach for their areas.  In addition to the blog, we have a wiki we’ll use to let people post up their own links, requests, material, etc.


HurricaneMind

When a storm comes, we all spend the week asking each other what we’re going to do about it.  “Are you leaving?  Getting your supplies gathered to hunker down?  Boarding up?  Where you headed?”  And so on.  HurricaneMind takes that process and writes it large.  The idea is to take the wisdom of crowds and apply it to hurricane prep.  In addition to telling you what your neighbors are thinking, I’d like the app to map hotel room availability, gather current open evacuation routes, show you where plywood and other supplies are still available and aggregate news sources in one central spot. 

I’ve started a blog and wiki to get a team together to help me build and launch this community service focused application here:


Love to hear from you if any of this strikes a chord.  Don’t forget about us down here.

all best,


brian@lightbox5.com

p:       214.764.1437

m:      985.774.1619

http://www.brianoberkirch.com

 
 

Friday, April 28th, 2006

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Maine Blogger – Clueless Business Learns Hard Lesson

Author: PAN Communications

In November, Fortune magazine struck a raw nerve with bloggers when it ran a cover story called “Attack of the blogs.”  
 
Depending who you read, it was either the work of a hack, or a surprisingly accurate depiction of the state of relations between business, the mainstream media and independent bloggers. 
 
In what looks like an anecdote Daniel Lyons could have written himself, The Boston Globe today ran a story about New York-based Warren Kremer Paino Advertising LLC’s lawsuit against a blogger.  Lance Dutson is being sued for copyright infringement, defamation, and trade libel/injurious falsehood after he posted comments critical of the agency’s work for Maine’s Department of Tourism.  Here’s the Globe’s story, and here is Lance’s site, www.mainewebreport.com.  Read both to get a more balanced view of the particulars.
 
Whatever side of the coin you’re on when it comes to the effect blogs have on business, this much is true: they’re a force and they’re not going away.  If you don’t believe me, just do a Google search on Warren Kremer Paino Advertising LLC. What pops up in the first result set?  Something positive?  Nope.  A couple more days of this and blog posts will be the only Google results for the firm.  
 
This is a tired theme in PR blogs, but…”note to business”: you have to start working with blogs and bloggers (or at least paying attention to them), even if you don’t “get” the technology or don’t subscribe to the notion that blogs represent a tectonic shift in mass communications.  Spend the time to learn about blogging, or run the risk of suffering the kind of negative attention this particular advertising agency is working through today.     
 
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Wednesday, March 15th, 2006

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Blogs and Crisis Communications

Author: PAN Communications

Crisis communications and blogs–has anyone in PR had to “break glass in case of an emergency” recently and implement a crisis communications plan for blogs?  We did.  While there’s no such thing as a pre-developed plan that survives first contact with a given situation in one piece, ours served as a good and easily adaptable guide for the day. 
 
Anyone else had to put into play a crisis plan for the blogs (or primarily the blogs?) We’re curious about how that experience was (or wasn’t) different from the “old rules” of mainstream media crisis communications. 
 
Some questions that were raised after our experience:
* The old rules of crisis communications-how do they apply in the world of blogging, social media and instant communications? 
* Do they still apply?
* Does having a good plan with talking points and assigned roles make sense?
* Should blogs be treated any differently than mainstream media?  (can’t wait for reaction to this one) 
* How should companies and organizations monitor the media and blogosphere?  What tools are available? 
* What do you do (as a company) when a blogger ‘calls you out?’ 
* When do you just shut up and monitor vs. when do you converse? 
* If a company already has bloggers, should those bloggers be enlisted as part of the crisis plan? 
* Does it make sense to ’blend’ old-style crisis communications with your new media strategy? 
 
Thanks to Dave for helping to develop these questions! 
 
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Friday, December 23rd, 2005

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Inappropriate Contextual Ads

Author: PAN Communications


There are press stories, articles, online briefs and what have you which probably could do without contextual ads (gasp!)   
 
The Yahoo! story (actually an Associated Press link) about the suicide of Indianapolis Colt’s coach Tony Dungy’s son is one such example.  Maybe leaving the machines to *everything* isn’t the best answer all the time.  Yahoo! search and all the other contextual advertising businesses ought to figure out a way to restrain themselves once in a while.  What a way to make a buck. 
 
Get’cher Colt’s tickets at the bottom of the story.    
 
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