February 5, 2012

Failure of Bailout = Failure to Communicate

As Congress wrestles with what to do to save it’s rescue plan for the economy, more and more people are agreeing with me that the plan (even as apparently flawed as it seems) was more a victim of poor communication than one of poor execution. Much like I said earlier this week, in my Financial Crisis post bad communication doomed the plan.

ABCNews has now joined the chorus in stating the growing sentiment that the perception of Paulson as a Wall Street Insider (he’s the former head of Goldman Sachs) means people think he wasn’t thinking of main street in constructing his plan. This perception gave way to constituents calling or emailing their congressman or woman and expressing their opinions and urging them to VOTE NO!

What are your thoughts on how the communication of the bailout/rescue plan took place? Let me know.

Until next time, Tim

Digg!

Financial Crisis Puts Communication in the Forefront

Yesterday, I attended a local business association meeting and eventually the topic of the financial mess the country is in came up. With four bankers, a couple financial planners, and lots of small business owners and employees in the room, opinions were varied, but everyone was concerned.

For the bankers, communicating to their customers has recently become almost a full-time job. Everyone it seems is concerned about the FDIC coverage of their money. It seems staff meeting and lots of communication tools (web site, emails, newsletters, etc.) are being used to get their message to their customers.

For financial planners, the FDIC is just one of the items they are answering questions about. IRA and 401(k) coverage and insurance are other items that are testing there communication skills. Individual meetings with clients are keeping them busy.

Some blamed the media for hyping the situation, but as WaMu joins Lehman Brothers, IndyMac and others it’s hard to blame the media 100% , as something is going on.  But why the confusion on what is happening in the marketplace? Most media outlets are doing their best to educate readers and viewers by putting animations of how mortgage securities are grouped together and sold, but when their value crumbled then the panic began.

The federal government outside the FDIC (who is using Suze Orman to educate) is doing a horrible job. communicating. It seems the politicians aren’t even sure why they are being asked to spend $700 billion. Approval ratings aside, what do you think of President Bush’s messages over the last few days?

Bloggers haven’t let it go by unnoticed.  Treasury Secretary Henry Paulson’s apparent lack of communication skills have become the topic for many. I heard that he made the mistake of asking for the blank check from Congress with only a 3 page summary of his plan. Brevity has it’s place in modern communications, but three pages doesn’t seem to do the job.

What do you think of the job your bank and you government is doing in communicating the issues and financial crisis to you? Let me know.

Until next time, Tim

Admitting Your Mistakes – On The Web

Nobody’s perfect.

We all make mistakes, but in the digital/on-line age, it seems mistakes and flubs in speaking are emphasized, make headlines and are splashed across the news. From Miss USA falling (for the 2nd year in a row) in the evening gown competition during the Miss Universe pageant, to politicos and their “advisors” saying “the wrong thing” or speaking their mind, it seems the public, you and I, can’t get enough of listening to and watching other people’s mistakes. The Net just lets them live for an eternity somewhere in the digital world.

I’ve notice that more and more companies are experimenting with online marketing and making their share of mistakes. I, like most people, occasionally drop a business card into a restaurant’s or shop’s fish bowl in hopes of winning a free dinner, or some other giveaway. I know full well that the business card will be taken and I’ll be added to some mailing list or marketing effort, but I also like free stuff. Marketers know that people will do almost anything for a T-shirt, free entree, or stress ball [insert your favorite promotional item here].

Say you’re marketing a restaurant and you have a new process of emailing promotions to a “select” group of “loyal” customers. You offer a free “non-alcoholic” happy hour and sampling of a new menu and you want to use the latest in HTML/Flash emails to do it. You’d test it out, right?

Sure you would, but what if the test actually went to all your “loyal” customers. OOPs! That’s what recently happened to UNO Chicago Grill – a restaurant I’ve frequented in the past and dropped a business card. On Monday night, I received the following email from UNO.

You’re Invited To
Our VIP Party


We’ve Got Lots To Share With You

We’re gathering a select group of friends to celebrate at an exclusive party with complimentary tastes of our select menu items & some fantastic, non-alcoholic beverages.
You and a guest are invited to attend. This is an exclusive, limited capacity event. Only the first 100 Insiders who RSVP by clicking the button below will be confirmed. So don’t delay, click today.

Come to our party, because there is no UNO without you.

CLICK HERE TO RSVP NOW
(RSVP by )
Party open to guests age 21 or over.

Join Us On
, ,
At
UNO CHICAGO GRILL®,
Copyright © 2008 Pizzeria Uno Corporation. All rights reserved.
Your preferred store number is FPA23.
If you do not wish to receive future emails click here. This will ensure removal from the mailing list.
To view our privacy policy click here.
Uno Chicago Grill © 100 Charles Park Rd., Boston, MA 02132 866-600-8667

Not a problem, it was one of hundreds I receive everyday. But when I opened it, as the Subject Line: “TEST HTML – Insider’s Party at UNO” intrigued me, it didn’t work. Obviously someone at UNO’s made a mistake and the test was live to their list of loyalty customers. What would you do? What would your company’s response be? When I was with QVC’s Internal Communication department, we got assigned the task to send out holiday cards to all QVC employees around the world. Some 12,000 cards went out, but the mail house just grabbed random cards and sent them, not remembering that we had specific boxes of cards in native languages. When folks in the US started getting cards in German wishing them a Happy Holiday, we had a problem. Mistakes happen, admitting you goofed quickly is the key with the CEO who we were sending them for and to the employees who didn’t understand the German connection. Luckily, it was only a handful of employees affected, but we admitted our mistake to the entire company just in case.

In case you were wondering, here’s how UNO’s responded. I received this late Monday night.


Dear Insider:

We messed up!

You recently received an email inviting you and a guest to attend a VIP Party at UNO®. Unfortunately, that invitation was sent in error; we are not currently hosting an event near you. We value your time and apologize for any inconvenience and confusion this has caused.

We’ll be sure to contact you in the future about any events, news or special promotions being held in your area. We again apologize for this error.

Rick Hendrie
Head of Marketing
Uno Chicago Grill

Copyright © 2008 Pizzeria Uno Corporation. All rights reserved.If you do not wish to receive future emails click here. This will ensure removal from the mailing list.
To view our privacy policy click here.
Uno Chicago Grill © 100 Charles Park Rd., Boston, MA 02132 866-600-8667

It was straight to the point, short and everyone got on with their lives. Now, I’m sure there are people out there that take life too seriously and were pissed that the party invite was a test gone wrong and didn’t work, and I’m sure someone is complaining to Rick and Company that they should get something for their troubles, but there’s also opportunity here for Rick to play up the goof, say were in the food/restaurant industry not IT and maybe send those affected a coupon or something. In the end a mistake can also build a community, because it’s all about shared experiences, and even a email invite that doesn’t work is something everyone has shared at one time or another.

What do you think of Uno’s response to their goof? What could Rick and Uno’s have done differently. Do you have a mistake story you’d like to share and how your company responded? Please share them here.

Until next time, Tim

Digg!

Where was the Internet when I was Growing Up?

The Internet when I was growing up was the property of huge universities and a few corporations and could only do some basic chatting and information sharing. Today, kids have at their fingertips, or more likely thumb-tips as they text and surf the web from their mobile phones, a sea of information about each other, music, trendy fashion and science. Yes, I said science.

Seems teachers and professors as well as science magazines are using the media of video on demand and peer video such as YouTube to explain the science and physics behind some of the more physical or chemically induced videos. The site Popular Science embeds YouTube videos into explanations from physicists and scientists of such things as why extreme skiers don’t kill themselves by skiing off a cliff or the strength of the Incredible Hulk and his magical and equally strong pants.

Cool stuff, that I wish I had as a kid, but something I can still enjoy as an adult. I wonder if my life would be different, a different career, or living in a different location, had the Internet been available to the masses when I was growing up? What do you think, would your life be different?

Do you have a cool web site that is being wasted on children that you think other adults would like to see? Keep’em clean, but please let me know.

Until next time, Tim


Digg!

The Wonderful World of Web 2.0 Presentation

Looking for the slides from The Wonderful World of Web 2.0 presentation that VP and Chief Digital Officer of the Brownstein Group, Adam Deringer, Senior Communication Specialist, Siemens, Karen Saydlowski, and Tim Ernst from RavenWood Creative presented for IABC Philadelphia?

wonderful_web2_01

siemens_blogging_guidelines

Look no further.

Please share your thoughts on the presentation here and I’ll be sure to pass them onto Adam and Karen. I thank Adam and Karen for helping me put this together and we thank IABC Philadelphia for hosting us.

Until next time, Tim


Digg!

Standing Up to Cancer

This morning I learned of an unprecedented action by the three major U.S. TV broadcasting companies. NBC, ABC, and CBS have joined forces and will simul-cast an hour long special on September 5, 2008 to help raise awareness and funds to help fight cancer. The site www.standup2cancer.org has some great videos and facts like 1,500 people die every minute of cancer. Check out Larry David’s video, very funny.

We’ve all been touched by cancer, either we had a relative or friend taken from us because of the many insidious forms it can take. I applaud the networks for joining forces.

It’s just another example of how communication powers are using the Internet and TV for the greater good.

Until next time, Tim


Digg!

Join me on June 5 – Building Communities with Web 2.0 Tools

On June 5, I’ll be one of three presenters discussing how to build communities on the net with Web 2.0 tools. So, if you’re in the Philadelphia area, please register and join us on June 5, 2008 in Plymouth Meeting, PA (right outside Philadelphia). We’ll be sharing examples of how corporations and public relations firms are using social media and other technology to build communities on-line.

Learn more and register. Building Communities with The Wonderful World of Web 2.0.

Let me know how your company is using blogs, wikis, and widgets to build communities. I’ll add it to my presentation and give you a plug to an audience of business communicators. The presentation is being hosted by the Philadelphia Chapter of IABC.

Until next time, Tim


Digg!

Do we really need to use jargon?

My wife, Eileen, works in marketing for a manufacturing company. Lately, she’s been venting at home about all the jargon in the corporate world. Recently she’s taken up collecting the jargon terms that she feels are being overused. Her goal to fill a “buzzword bingo card.” So far here’s her list:

pushback
escalate
value add
talent management
intuitive
robust
enroll
leverage
gap-closing
showcase
point of pain

To which I would like to add, synergy, maturity, and driven. My wife is not alone, recently I found two sources debating all the jargon used in business. The first is at myragan where communicators and PR executives are discussing the need to use jargon for their clients, “internal” and “external” and among themselves. The second comes from one of my favorite resources on networking and brings up a great point, that with all this jargon in use, your “audience” or even your coworkers might not understand what you’re talking about. It comes from Steve Smolinsky and Kay Keenan at Conversation on Networking and their free email newsletter.

“Jargon Addendum: We are always so happy when readers take something we say and try it out, add to it, and, most importantly, send us the results. This story seems to be a great way to end this month’s issue so read on to the fine thoughts and great information from Jeanne Best:

“Jargon seems to be generational. I am working w/2 twentysomethings and managing them through the planning/execution of a convention of 400+ people. So the other day I was explaining the detailed spreadsheet one of them needed to set up to track materials and I said I know this is a lot of detail but we really need to have a major CYA – you know, cover your a__. The young man said yes to the assignment w/no expression so I asked him do you know what CYA is? He said no. So I explained it. The young woman in our office stopped in and I explained we have to keep this detailed info and that is was an exercise in CYA and I said do you know what it is? Her guess was Catholic Youth Association – made me feel bad to explain reality after all we had all just gone to see the Pope in D.C. but I said no cover your a__. So I learned a new lesson in communication.”

This is such a great example of assuming others know what you’re talking about. It’s another great reason to be clear, to keep away from jargon, to refuse to use abbreviations, to spell it out. Not only that, notice how clever Jeanne is. She actually did what we suggest: ask it they understand. And look what she found out. Thank you Jeanne. Now if you only knew about those little ¤¤ signs we like to use.”

So what jargon terms bug you the most? Let me know and help my wife fill out her bingo card.

Until next time, Tim


Digg!