Archive for August, 2009

The Loaded Gun

I’ve been in a lot of conversations recently with parents, company execs, and employees about what happens when the wrong picture, the wrong words or both get out. Now “get out” in the old days meant that rumors were spreading about you in the halls of your high school or around the office cooler. So, you ate crow, apologized, were humble for awhile and things got back to normal.

Now, “get out” means published, which is a whole much bigger and more dangerous kettle of fish. The world can now see your mistakes. And if a picture or comment virally takes off…the damage may not be repaired.

It’s too big. Thousands of strangers see or read the “mistake”. They take it for gospel. And parents, companies and employees are not trained on how to handle it.

Recently, one of my godchildren started getting mouthy and vulgar on Facebook. F**k this and f**k that. Well, we got that all calmed down, especially when his parents caught up with the problem.

And recently I was forwarded a sorority house photo where many of the lovely University of Colorado coeds were topless. My alma mater. Now, if I saw that then thousands if not tens of thousands of people saw it. “Daddy, I’m so so sorry”, may not be enough for Daddy who is paying the freight for lovely Lisa to learn how to, apparently, become a pole dancer.

And now we have reports of employees using new media to slam companies, either after being fired or passed over for a raise, or having benefits withdrawn. These folks go to new media and use it, they think, as a weapon.

Might as well turn a loaded handgun on yourself, because that is really what you are doing.

So hear are some guidelines:

1. Don’t think outloud with a bullhorn attached to your lips.

2. If your style is “stream of consciousness”, which is the style of many Twitter folks…say only positive things. theclimbergirl, one of my tweet partners, is a master at this.

3. When you publish, ask yourself these questions: Is this a fact that I can back up and am ready to discuss? Is this better left out of the text?  Am I ready to defend this information with real logic?

4. Don’t publish anything when you are in an altered state of mind. You can write out your frustrations. You can rant and rave on paper. That is good for you. However, DO NOT PUBLISH. Wait for the morning and then read it again. You will delete or delete much of it…I promise you.

5. Notice the guy at the party taking pictures on his cellphone. Notice him. Watch him. And know that he does not mean well. He is not recording the event for good. He is trying to get compromising shots that draw attention to him. Could be at your expense.

And now back to my godchildren, and lovely Lisa the coed.  And you want to correct the mistake or you are the parents and want to minimize damage.

1. Do not wait. This will not blow over. If it is a controversial photo or text it will only grow. Attack the mistake. Now.

2. Be straight forward. No hedging. Address the mistake, tell the world you were wrong, and indicate that you have learned a lesson.

3. Be prepared for the tide to keep coming back in, and bringing the mistake to your attention, over and over again…for awhile. But once you have apologized and published it…stay quiet. You have said what you needed to say…now go on with your life.

4. Learn to laugh. When people bring it up, laugh, and tell them what a bone-headed mistake it was. Treat it as if it was just a mistake and that you are moving on. They will treat it the same.

Oh, one more very important note. I have been in discussions with lawyers of some of the best companies in the outdoor space. All are talking about what legal action can be taken, or should be taken, against employees or customers who vent their anger and focus it on the company. As companies realize the potential damage of this “slander”, they will take action. Why? Because of this.

New media can be a loaded gun. Start firing it and a lot of people in the room can get hurt. Most of all, you.

Paul Kirwin

Paul Kirwin, Founder and CEO of Channel Signal

The Largest Sales Floor in the World

Recently I got this research and statement from Gartner Consulting.

Media and advertising follow consumer attention, and consumer attention has shifted massively toward social media on the Internet. Social media currently reaches nearly half of the U.S. population, and usage has nearly quadrupled during the past two years, according to comScore Media Metrix.

Now, to be clear Gartner defines social media as all blogging and social networking. All interactive media. That means all blogs, social media platforms like Facebook, Twitter, YouTube, Flickr, and all online traditional media like the New York Times and CNN. No matter. It is still a staggering stat.

Welcome to the new Sales Floor. It is the largest in the world. If Media Metrix is right then over 150 million people are on this sales floor, just in the United States alone.

150 million people buying, trading, reviewing recent purchases, talking with others about future purchases, talking about brands, praising or complaining about a brand’s customer service, discussing a brand’s message, passing information back and forth about pricing, reading the news of the day and expressing opinions. Feedback loops everywhere.

The architecture of this Sales Floor would be like combining all the major cities of the world into one road map.

And it is growing larger.

And every one of these people wants to be treated as an individual.

Media and advertising follow consumer attention.

If you want to grow your business, you should follow and engage this mass of consumer attention while learning to treat each as an individual.

We have a lot of work to do.

Paul Kirwin

Paul Kirwin, Founder and CEO of Channel Signal

The Funnel is Now Right-Side Up

In a recent conversation with Brad Werntz of Pemba Serves we were discussing the new business models that would develop due to new media.

For some reason my mind came up with a funnel and I started talking about it. By the time I was finished it made a lot of sense, which wasn’t surprising to Brad but a shock to me.

So the communication funnel has been upside down for a long time. Why?

Until recently all messaging by brands went into strict portals like magazines, radio, television, newspapers. Went into the top of the upside-down funnel. Media would receive the messaging, charge for it, place it in their formats, and then distribute.  Advertisers and the media told the brands that they could reach more people more cost-effectively then any other method.

And they were right.

So, all of this messaging went into the top of the funnel, got processed, and then was delivered to the target markets, and hopefully to a lot of people.

With new media this has all changed.

The funnel is now right-side up. Meaning that anyone can publish and can do it at no charge. The top of the funnel is open to the public. Opinions, product reviews, customer complaints, brand messaging, sales pitches, you name it…is flowing into the distribution systems.

Now, all of this information gets seen, and if good, it gets passed around. And if really good, it gains momentum and readership as it moves down the funnel. It also gets directed meaning that many people are involved and directing this information virally to the target markets that would be most interested. People like them.

So, with new media everyone can publish, everyone can express an opinion, everyone re-channels, and in the end the good information gains momentum and hits its proper target market.

So, why do brands still believe they control the message?

Paul Kirwin

Paul Kirwin, Founder and CEO of Channel Signal