Revolutionary Measures

If a tree falls on Twitter……

The launch of CNN, back in 1980, ushered in the era of the 24 hour rolling news cycle. No longer did people have to wait for their morning papers or the 10pm TV news to find out what was happening in the world. And this had an impact on the news itself – rather than having to schedule events and press conferences to fit around journalists’ schedules, organisations could be confident that reporters would be available (and coverage would result) pretty much throughout the day. On the flipside unscrupulous PRs couldn’t try and sneak out bad news, knowing that it was just too late for print deadlines and would be out of date 24 hours later.

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The internet obviously accelerated the news cycle, making it even faster and more constant. You didn’t need to be watching CNN or other 24 hours news channels to see the latest stories, opening up access to everyone with a smartphone. It also allowed a wider range of media to reach people – you didn’t need to be a TV station or a major newspaper to break a story, you could be a citizen journalist or simply someone who was in the same place as a breaking news story. Essentially this democratised the reporting process. It became difficult for governments and corporations to spike negative stories as, hydra-headed, they simply popped up elsewhere.

We’re now in the midst of the next news cycle, focused on social media. As soon as something happens it is pored over on Twitter and Facebook, with both the public and experts giving their views. If previous news cycles were one reporter/media outlet to many readers or viewers this is essentially any to any – going beyond democracy to the text book definition of anarchy (‘without a ruler’).

In many ways this is a good thing, as it opens up the debate to multiple voices, many of whom have traditionally not been heard. But it drives three big issues that I believe threaten the integrity of how we get the information that shapes our world view and actions:

1. Who do you trust?
Major news organisations have a brand that their readers/viewers trust. They know what to expect when reading a story on The Sun compared to the Daily Mirror or the New York Times compared to Fox News. However, in the anarchic world of social media anyone can post ‘news’ or comments that are inaccurate or knowingly untrue. This fake news can be mischievous, misleading or designed to push a specific agenda, and is very hard to stamp out in the instant world of the internet. And the rise of fake news risks people tarring every news organisation with the same brush – we’ve all seen politicians describing as ‘fake’ stories that they simply disagree with.

2. Who shouts loudest, gets heard
Whether it is the distance that social media provides, polarisation of views or simply that the world is getting nastier, the amount of abuse and trolling on platforms such as Twitter and Facebook seems to be ever-increasing. Just this week Viscount St. Davids was found guilty of making menacing communications against Gina Miller, who led a legal challenge that forced the government to consult Parliament on Brexit. Amongst other abuse he offered £5,000 in a Facebook post to anyone that would run over Ms Miller. Parliament itself is holding a debate on the abuse suffered by MPs and candidates of both parties in the recent election campaign.

What seems to typify all of these communications is that people appear happy to say things online that they wouldn’t to someone’s face, and that very often it involves men abusing women, often in sexual terms, for daring to disagree with their views. The sheer weight of such trolling stifles honest debate and ultimately puts people off sharing their thoughts and opinions, or even self-censoring what they write.

3. Knee jerk reactions lead to instant actions
When stories break the true facts are often unclear. Whereas traditional news organisations would then take the time to research events and wouldn’t jump to conclusions the opposite is true on social media. People make immediate judgements and share them with the world, and the sheer force of tweets and messages can then shape the news agenda. A case in point is the recent disqualification of cyclist Peter Sagan from the Tour de France, for his involvement in a crash that forced Mark Cavendish out of the race. The race jury first gave him a lesser punishment, but then seemed to be swayed by the force of anti-Sagan anger on social media, changing their minds and throwing him out of the race. Taking time to study events in more detail would have led to a less knee jerk reaction, but it often feels that people believe they have to react instantly, without the full facts, leading to decisions that don’t necessarily stand up to future scrutiny.

The social media news cycle has undoubtedly delivered major benefits – it helped drive the Arab Spring for example. But its sheer anarchy means that everyone, from politicians and PRs to the general public, needs to think before they tweet if we are to have a fair, honest and unbiased discussion of news on social media.

Photo: By Tiia Monto (Own work) [CC BY-SA 3.0 (http://creativecommons.org/licenses/by-sa/3.0)%5D, via Wikimedia Commons

July 12, 2017 Posted by | Marketing, PR, Social Media | , , , , , , , , , , , , | Leave a comment

Why this won’t be the social media election

The last year saw massive political change, with an outsider elected to the White House and the Brexit vote in the UK. Social media played a huge part in both of these decisions, with Donald Trump building and communicating with his voter base using Twitter, and Facebook (and other channels) being used to spread real and fake election/referendum news.
256px-Jeremy_Corbyn

Given the impact of social media on politics, will June’s vote be the first election that relies on Facebook, Twitter and YouTube to reach and convince the electorate? After all, preparation time is short before polling day, impacting on the creation and dissemination of physical materials, such as posters and leaflets, while Prime Minister Theresa May has said she won’t appear in a televised leadership debate, cutting off a popular way of connecting with voters.

However, despite the popularity of social media there are two reasons it won’t change people’s minds:

1. It is an echo chamber
Generally people follow their family and friends on social media, which leads to a self-selection of the tweets and messages that they see. As was shown by the Brexit vote, Remainers tended to see their timelines full of pro-Remain tweets, leading to a false sense of security about the overall outcome. What people like Trump have done is create a following/brand before going into politics – something that ‘normal’ politicians don’t have the luxury to do.

2. Likes don’t mean votes
Jeremy Corbyn has 841,000 followers on Twitter (double that of his party) while Theresa May has just 209,000, with the Labour leader much more active on social media. But that doesn’t translate into votes. Latest opinion polls put the Conservatives at least 20 points ahead of Labour, and while pollsters have been wrong before, the figures seem to reflect general sentiment. Additionally, social media followers may be ineligible to vote or concentrated in specific constituencies, which mean that their ability to make a difference is diminished.

Instead of focusing on how it can win elections, party PRs should instead by looking at three ways social media can help them amplify their message and meet the needs of a short, fast-paced campaign:

1. Spread the word to the committed
Following the Brexit referendum and the last general election, we’re now facing our third nationwide poll in three years. There is a danger that even the most committed voters will switch off. Social media can reach this audience and focus on the importance of them turning out on the day, or even lending their time to get more actively involved in the campaign.

2. Get news into the mainstream
Pretty much every political journalist and commentator is on social media, meaning that as a channel to reach them Twitter, in particular, is unrivalled. By using it to raise issues and highlight stories PRs will be hoping social media can move them into mainstream TV, radio and newspapers where they can affect wavering voters.

3. Use the tools
Social media provides a set of normally free, easy to use tools that are extremely powerful to any political movement looking to organise itself. While an election campaign is certainly not the Arab Spring, there are real lessons that political parties can learn here. Communicate instantly with thousands of activists through Twitter, share video and audio and use sites such as Dropbox to upload and distribute materials. These tools tend to be faster and more seamless than old style email, telephone and post – but parties must bear in mind that they are much more of a democratic channel. Anyone can share anything at any time, rather than following top-down orders. Consequently expect at least one candidate to become embroiled in a scandal about misusing social media during the election and to claim that their account was ‘hacked.’

While social media won’t win or lose the election it does change how campaigning is carried out, and provides the ability for parties and candidates to operate faster – vital in the six or so weeks until polling day. Just don’t expect it to elect the next Donald Trump…………..

April 26, 2017 Posted by | Creative, Marketing, PR, Uncategorized | , , , , , , , , , | Leave a comment

Turning an Easter egg into a marketing crisis

In today’s climate, it isn’t easy being a mainstream politician. At a time when populists are gaining ground across the world, from Spain and France to the White House, the danger is that traditional parties are seen as out of touch and unreflective of popular opinion. In the UK, the memory of the parliamentary expenses scandal, where one MP claimed for a duck house for his country estate and for having his moat cleaned, are still fresh in many people’s minds.

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By Donar Reiskoffer (Own work) [GFDL (http://www.gnu.org/copyleft/fdl.html) or CC BY 3.0 (http://creativecommons.org/licenses/by/3.0)%5D, via Wikimedia Commons

No wonder that politicians think they should get themselves involved in low level debates that burnish their populist credentials. Witness David Cameron claiming to love Cornish pasties – but then being caught out when quizzed on when and where he last bought one.

Now Theresa May has got herself involved in the furore over Cadbury and the National Trust dropping the word ‘Easter’ from the title of their chocolate egg hunts. What were previously called ‘Easter Egg Trails’ at 300 National Trust properties are now being referred to as ‘Cadbury’s Great British Egg Hunt’. Interviewed by ITV News while on a trade mission to Saudi Arabia, she described the omission as “absolutely ridiculous. I don’t know what they are thinking about frankly.”

Personally what I think is ‘absolutely ridiculous’ is the current Prime Minister, who is dealing with Brexit, the biggest change in the country’s position in the world since World War II, spending her time criticising how organisations market themselves and their products. Clearly, someone in Cadbury’s marketing department has had the bright idea of trying to link to either the mood of nationalism or more likely, the Great British Bake-off, and removed the word ‘Easter’ to make space in the title. Easter is mentioned plenty of times elsewhere in promotional material for the events, so they felt that they had all their bases covered.

However, this does demonstrate the potential dangers to brands and their marketing campaigns. Thanks to social media we seem to live in a particularly touchy time, with people quick to jump to conclusions and complain, with issues snowballing as more and more people Like or Retweet them. It then becomes a story that politicians feel they have to become involved in. So what can brands do?

1          Check everything
Marketers need to balance new ideas and being creative with an eye on potential repercussions. The danger is that you worry so much about the tiniest chance of offending someone that you become too scared to actually do anything. So strike a balance – run new ideas past your wider team and test them with your target audiences before going ahead. At least that way you’ll pick up major issues before launching a campaign.

2          Be prepared
As I’ve said in previous blogs, the risk of a reputational crisis is there for every brand. Things go wrong in even the best run company due to the speed and complexity of business today. So make sure you have a crisis plan that is ready to swing into action when necessary. But don’t use a sledgehammer to crack a nut – adopt a proportional response to an issue, rather than rushing your CEO onto the Today Programme at the merest hint of trouble.

3          Be engaged and keep listening
The best way to avoid lasting damage to your brand is for it to be strong in the first place. If you don’t have a good reputation people are likely to be harsher critics when there are issues. Witness TalkTalk’s drubbing when it suffered a cyber attack – it was already seen as a company that was not particularly customer-centric, so had no real brand capital to fall back on. Cadbury is in a similar, but slightly stronger position – since it was bought by US multinational Kraft Foods and then spun off into the Mondelez confectionery conglomerate, it has been seen as ‘not really British’. Therefore it is not given the benefit of the doubt when a story like this comes up.

Personally, I think the whole Cadbury story is a storm in an Easter egg cup that will blow over and won’t either damage the brand or the number of people who turn out for the egg hunts over the holiday period. However, its prominence, and the involvement of politicians, shows that marketers need to be prepared for even the most innocuous activity to turn into a crisis overnight.

 

April 5, 2017 Posted by | Marketing, PR | , , , , , , , , , , , , | Leave a comment

The open and the closed – marketing post-Brexit

The Brexit vote has highlighted a deep division within English society that is likely to define and drive politics over the next decade. Essentially many traditional Labour voters in Northern/Midlands cities and Conservative supporters in the rural shires all voted to Leave. At the same time those in dynamic cities such as London, Bristol and Cambridge overwhelmingly favoured Remain, irrespective of their political allegiance.download

The result? Political chaos in both the Labour and Conservative parties as traditional voters move from defining themselves as left or right wing, to more about whether they are open or closed. This defines their complete world view. Polling by Lord Ashcroft shows that Leavers share opposition to multiculturalism, social liberalism, feminism, the green movement, the internet and capitalism. By contrast, Remainers are much more open to globalisation and immigration, which they embrace.

In many ways this isn’t unexpected. Globalisation, which has shifted jobs and people around the world, has caused major disruption, and, while it has benefited the economy as a whole, it has sidelined certain groups. All through history this sort of change leads to a fear of the new, which is manifested in religious or racist persecution as people define themselves based on the past, rather than the present or future.

What feels unique is that the two groups – open and closed – are so similar in numbers, yet completely different in their outlook. This has an impact on marketing, adding another layer of complexity to reaching and engaging with audiences. How can marketers ensure they are reaching the right target groups in a post-Brexit landscape?

Obviously certain basic items appeal equally to all consumers – there is no Leave bread, though marketers have always known you are going to sell more artisanal focaccia in Hoxton than in Sunderland. It is as you move up Maslow’s Hierarchy of Needs to more aspirational purchases that what will appeal to one side is likely to put off another. The open group are more likely to be sophisticated early adopters, pro-technology and renewables, while the closed group are more suspicious and needs-driven.

This has to be taken into account when you are planning your marketing strategy. Which products fit best with the open and closed personas? Geographically where should you make them available? Which celebrities should you bring on board to endorse them? Marketers are probably more likely to be Remainers than Leavers, meaning they will have to ensure that they put their feelings aside and understand their audience if they want to appeal to Brexiteers.

Just as there is no easy answer to the political chaos caused by the referendum vote, neither will marketers find it simple to define and target their audiences. Given that it will be at least two years before Brexit is completed, meeting this challenge will be central to success in our uncertain, interesting times.

July 13, 2016 Posted by | Cambridge, Creative, Marketing, Social Media | , , , , , , , , , , , , , | 1 Comment

Marketing your business post-Brexit

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Most people I know have been deeply depressed since the results of the EU referendum came out. Many clients and colleagues are EU citizens who have no idea what the future holds for them, while others work for companies that will be directly impacted by Brexit, either because they trade with the remainder of Europe, or because they are owned by businesses based in the EU.

The fact that many people seem to have been swayed by the downright lies of the Leave campaign adds to the anger, as does the hasty backtracking of Brexiteers on key pledges repeated during the campaign.

We’re left in limbo, and what’s more it won’t be resolved soon – negotiations to leave will not begin until the Autumn at the earliest, and then could take two years to complete. So how can businesses ensure that they are not casualties of Brexit, and what marketing lessons do they need to learn?

1. Strengthen existing relationships
It could be tempting to deprioritise any customers within the EU and focus on the UK only. This is exactly the wrong approach – now is the time to invest in the relationships that you have and even extend them. No-one knows what will happen when it comes to potential trade tariffs or barriers, but the best way to be ready is to build a strong relationship with customers that mean they still want to deal with you if tariffs mean your prices will potentially go up. Make the effort to go out and visit customers and get under the skin of their businesses to make yourself as critical as possible to their operations.

2. Target the US
One immediate consequence of the Leave vote has been a slump in exchange rates between the pound and other major currencies. This means that for those selling abroad, they are currently more competitive – particularly if you are a services business that is not buying in raw materials from overseas to make products. So look at how you can exploit this by marketing to Europe and the US and coming up with new offerings targeted at their particular needs.

3. Develop new markets
Brexiteers claim that we don’t need Europe, as we should focus on trade with emerging economies such as China, as well as internally within the at the moment United Kingdom. So do look at how you can market yourself to new countries – what is required and what advice/grants can you access to build a presence in new areas?

 4. Show you are open for business
As many commentators have pointed out, companies can only play the hand of cards they are dealt – unlike Boris Johnson they can’t just walk away from the mess we are in. As we move forward it is time to show that you are going to focus on the positives. Invest in marketing to spread the message that you are open for business and ready to take on the challenges of the next few years. This is equally true if you are an international company or a local one – people are looking for reassurance, so ensure that your marketing reflects this.

5. Focus on the value you deliver
Even if there will not be a recession in the UK, there is likely to be an economic slowdown of some sort. The companies that survive will be those that deliver real value to their clients, rather than just winning business due to costs or familiarity. Go back to basics, talk to clients and understand what the benefits are that you deliver, and market these strongly to existing and new clients. This might mean pivoting your business, or introducing new services, and that can be difficult, but might be necessary for your survival.

Nietzsche’s quote that “that which does not kill us, makes us stronger” has already been trotted out many times, but it is not a bad place to start post-Brexit. Unless you plan to flee the country your business needs a plan to move forward, and following the marketing ideas above is a good place to start. If you have any further suggestions don’t hesitate to add them in the comments section below.

July 6, 2016 Posted by | Marketing, Uncategorized | , , , , , , | 1 Comment

Lies, PR and the EU Referendum

As I write this, Thursday’s EU Referendum looks too close to call, although polls seem to indicate that the Remain camp is moving back on top. I don’t want to use this blog to discuss politics, particularly having seen the mindless abuse that the Leave camp has subjected Remain supporters to – see the comments on Rio Ferdinand’s thoughtful and well-argued Facebook post as an example.grunge-european-union-flag

Instead I want to look at the public relations and communications strategies around the campaign, and what it means for PR professionals, and more importantly for political dialogue in this country going forward. I have five conclusions:

1. Lies are going unchallenged
While both sides have come out with some pretty unbelievable statements during the campaign – voting to Remain will prevent World War 3, for example, the Leave campaign seems to be basing its central positions on the complete untruth that the UK sends £350m to Brussels every week. This ignores the rebate that is applied BEFORE any money changes hands, and also ignores all the other grants and support, such as to agriculture that the UK benefits from. Despite being proved to be a palpable lie by experts such as the independent UK Statistics Authority, it is still being peddled by the Leave campaign. It seems that interviewers have given up challenging Leave spokespeople on this, and newer misinformation such as the alleged imminent arrival of hordes of Turkish migrants following their country’s accession to the EU – an event that is highly unlikely to ever happen.

2. Experts are bad
Linked to this communication strategy is painting any expert that disagrees with Leave as not worth listening to. The IMF, Barack Obama, other European leaders, business leaders, David Beckham, Rio Ferdinand, Nobel prize-winning economists – they are all part of a conspiracy against the general public. Indeed, Michael Gove himself said “The UK has had enough of experts” – presumably why he is at the head of the Leave campaign.

On a more serious note this distrust of knowledge is mirrored in Donald Trump’s appeal in the US – and shows that the traditional dislike of politicians has spread to anyone in authority or positions of influence. This is deeply disturbing as it removes one of the major planks of an advanced democracy – people spend years studying a subject, become an expert and then use their knowledge for the greater good. Why bother when a man with bad hair can solve the world’s problems by shouting and building a wall?

3. The devil has the best tunes
Incumbents always have a hard job. People may be innately conservative (with a small c), but they have a record that they can be judged on. By contrast the Leave campaign is freely promising the earth, spending the mythical £350m on a whole raft of schemes, from the NHS to farmers, despite having neither power nor accountability. As anyone that has repitched for a piece of business knows, it is easy for rivals to upstage you by gulling clients with ideas that you know are impossible to implement. This makes the Remain campaign’s job harder, particularly as their opponents’ rhetoric gets more and more fanciful.

4. Language and tone
In his famous essay “Politics and the English Language”, George Orwell wrote “Never use a long word when a short one will do.” He saw keeping language simple as a way to communicate with the wider public, and get across complex theories in ways that were understandable to all. What he didn’t foresee was for the same tactics to be used to actively bamboozle the populace with glib statements that cannot be put into action. Again, this is very similar to the rhetoric employed by Trump in the US election. Looking at the campaign names Leave is much more active and punchy than Remain – it sounds more exciting, masking the real message in a dangerous way.

5. Ambivalence
When he promised a referendum David Cameron said that he’d only argue for Remain if he received concessions from the EU in certain areas. While he did negotiate improvements, this illustrates his half-hearted approach to the whole issue. He has dramatically underestimated his opponents, appeared ambivalent until campaigning began and struggled to match the passion of the Leavers, who have been working up to this point for over 10 years. Cameron seems to have failed to have learnt the lessons of the Scottish Referendum which showed how difficult it is for the status quo to be positioned as a positive choice. Ultimately, he may well pay for this lack of passion with his job – whichever way the vote goes.

The EU Referendum is a once in a generation event, therefore it is right that arguments are made with passion – the vote really does matter. However what campaigning shows is that there is a deep fissure developing between the electorate and those they elect, with trust breaking down and people turning away from the facts, and embracing hearsay and lies. The ironic thing is that the people the Leavers are led by (Boris Johnson, Michael Gove and Nigel Farage), are as much a part of the establishment as their Remain opponents – they are simply happy to embrace the disaffected and turn their grievances against their political rivals. The rules of political communication have been not just ignored, but completely ripped up, meaning that whatever the result it will leave a fractious, divided and ultimately poorer political landscape across the UK.

June 22, 2016 Posted by | Marketing, PR | , , , , , , , , , , , , , | 2 Comments