Monthly Archives: November 2008

Is Social Media Killing PR? The Webcast.

I gave another in-depth Webcast yesterday at one of BrightTalk’s online summits on social media monitoring and engagement for enterprise marketers. This presentation, “Is Social Media Killing PR?”, is about the strengths and weaknesses of the Public Relations role in Social Media Marketing. The title is a shameless ripoff of Horn Group’s panel of the same name, which I discussed in a recent post. It’s an hour long presentation, but I know that if you’re an enterprise marketer, you’ll find it worthwhile. If you’re not sure about spending the time, fast forward to someplace in the middle and listen for 5 minutes.

PR Still Not Getting Social Media

Photo Credit: tranchis

You would have to be a mummy not to have noticed the ongoing and pervasive conversation about what role public relations firms should play in helping their clients understand and use social media. I won’t go into the details here, except to point you to two recent posts on the subject; check out a response to this week’s event at the Horn Group called “Is Social Media Killing PR?” By Jeremiah Owyang and a post by Christopher Kenton called “The Bursting Media Bubble: Is this the death of Public Relations?” Jeremiah and Christopher are quick to acknowledge the continuing value of public relations but hold PR firm’s toes to the fire when it comes to understanding the fundamentals of social media and engaging the public instead of the media power brokers on behalf of their clients.

Public Relations firm’s inability to understand this paradigm shift was highlighted at the 3rd Annual Society for New Communications Research Symposium where Don Middleberg, CEO of the public relations agency, Middleberg Communications, and Jen McClure, executive director, Society for New Communications Research made the following statement to attendees,

“Managing social media belongs with public relations practitioners since PR professionals are story tellers who understand how to build relationships, collaborate, engage in conversations, understand changing influence patterns, and how to communicate with journalists in the channel of their choice.”

Framing social media as “communicating with journalists in the channel of their choice” is exactly why public relations practitioners are failing to provide leadership in the social media space.

Public relations is organized to maintain relationships with reporters and analysts not with customers directly. Influencing the influencers is so deeply rooted in the DNA of PR firms that it is difficult for them to hear what their own research is telling them. Perhaps that’s why only 5% of the 1850 companies surveyed by MotiveLab last summer trusted their PR firms to help them implement social media programs.

Photo Credit: tranchis

Is Social Media killing PR?

ShatterproofIf you want find the front line on the debate over social media and its impact on marketing and public relations, two posts from late last week are worth reading. The first is a post on Chris Brogan’s blog about “Bob”, an enthusiastic employee at a Fortune 500 who ran afoul of his superiors by engaging customers online in the wake of a direct mail campaign. The post is interesting, but the ensuing debate in the comment thread provides a fascinating look at a number of fault lines companies face over social media–management vs. staff, innovation vs. resistance to change, control vs. collaboration–it’s a veritable cornucopia of management challenges.

I don’t want to rehash the whole discussion here, but I would suggest reading the thread if you’re a marketing manager. It’s a perfect case study on why every company needs an explicit social media policy. Without one, critical decisions over customer engagement that may impact everything from brand equity to employee moral will be left to the kind of petty internal politics that stifle innovation. Whether your policy is a lock-down on social media–which I certainly wouldn’t advocate–or a liberal policy that encourages employees to get involved, there’s really no excuse for allowing a void over social media policy to persist.

The second post worth reading is one by Charles Cooper at CNET, which is a rather dismissive post of a panel held by Horn Group asking whether Social Media is killing PR. Unfortunately I wasn’t able to make it to the event, so I can’t give a first hand account of the debate, but Cooper’s derision is a good view onto another of the social media fault lines, dividing the true believers from the status quo.

As a tool for communications, social media obviously is of keen interest to public relations types. But let’s dispense with the nonsense about it being a paradigm changer. Maybe that day will arrive, but to date, the cheerleaders have overstated the results.

I had to laugh out loud when I read that. As someone who has worked in corporate marketing for 15 years, as someone who has run agencies serving some of the world’s biggest brands, I’ve worked with many Fortune 500 and Global 2000 marketing executives who have felt the impact of social media first hand, and are struggling mightily to adapt. I’ve seen a major telecom provider lose the loyalty of its developer network to a competitor’s wildly successful forum. I’ve seen one of the world’s biggest consumer electronics manufacturers blow their biggest product launch in years because they ignored consumer dialog that clearly pointed in a different direction. I’ve seen one of the world’s biggest software makers struggle to manage a marketing operation fragmented by aggressive consumer engagement. And I’ve watched one of the world’s biggest automakers leverage consumer engagement to drive product development decisions that delighted their customers.

This is nonsense? Was the wildfire of social media backlash against the pricing of the iPhone, and Apple’s initial lame response, nonsense? How about the social media initiatives leveraged by Barack Obama and netroots progressives to defeat Hillary Clinton’s vaunted PR machinery–led by none other than the head of one of the world’s biggest PR agencies? All nonsense, I’m sure.

Cooper’s dismissive denial of the significance of social media, and of those who have “drunk the Kool-Aid”, is based on a tellingly narrow view of social media’s domain–as if social media represents an upstart movement of arrogant whippersnappers wanting to seize the throne of Media Influence. He derides the bleating PR masses who have bought into this illusion.

What’s more, they are scared stiff of antagonizing the “influencers.” Especially when one or another bloviator from the blogosphere wakes up on the wrong side of the bed and issues a fatwa. But does a relatively small circle of (mostly California-based) bloggers still command the same influence it did a year ago?

The answer is “No”, but not because the A-Listers are losing influence as social media broadens, though that’s probably true. The answer is “No” because the influence of A-Listers was only a phenomenon within the echo chamber of early adopters and media personalities afraid they might lose their status and influence to mere “bloggers”. The real story is the day-to-day dialog among millions of ordinary people in little corners of the internet where they influence the brand impressions and purchase behavior of their peers. Like the 65,000 cyclists that frequent a mountain biker’s forum to share experiences with equipment, warranties and customer service. Or the 91,000 members of a hair dresser’s forum that share information about products and brands, as well as tips and techniques.

These are the real influencers, and the real driving force behind social media, and why it matters significantly to marketers as well as PR folks. Instead of putting the Horn Group’s panel into this broader context, Cooper dismisses the influence of A-Listers and then lauds the influence of one of his mainstream media peers:

Then the predictably prescient Kara Swisher from The Wall Street Journal‘s All Things Digital cut to the core question which–I believe–outweighs all others: If the message is empty, why bother? There is little point in trying to push a lame product or marketing idea. That’s a message some sales and marketing departments don’t want to hear. But in the end, doesn’t everything come back to value?

Again, the answer is “No”, not because value isn’t important, but because there is a long and messy process of discovering and defining value–a process in which good PR plays a role by interacting with, and understanding, the market. Social media is a game changer in this respect, because today, marketers have the opportunity to listen to customers like never before–not through focus groups or surveys, but through real engagement and active listening. Whether PR folks take that opportunity to broaden their focus and listen to consumers, instead of focusing solely on “influencing the influencers”, is a fault line that Cooper nicely illuminates.

One last nit. Cooper is dismissive of Jeremiah Owyang in a way I want to call out.

As I listened to the panelists debate the question, I began to fidget as Forrester Research’s Jeremiah Oywang offered a marketing-heavy spiel on the central role social media should occupy in any effective PR strategy. Oywang is earnest about this stuff so I can’t come down too hard, and yes, social media has its place. Still, it sounded like so much gobbledygook to me.

If saying “Owyang is earnest about gobbledygook” is not coming down too hard, I’d hate to see what Cooper really thinks. The reason not to come down too hard on Owyang is not because he’s “earnest”, but because he’s a professional. Owyang spends more time every day with a larger group of marketing executives and marketing practitioners than anyone I know; he’s one of the hardest working analysts in social or mainstream media. Maybe he didn’t lay things out in a way that Cooper understood, or maybe Cooper isn’t a position to want to understand what Owyang has to say. Owyang wrote his own post about the event. You be the judge.

The Bursting Media Bubble: Is this the death of Public Relations?

I wrote in my last post about an emerging trend we’re seeing at SocialRep: prospects are telling us they’re adjusting their marketing budgets by shifting money from Public Relations to Social Media Marketing. This is a touchy subject to discuss in public; the tension between PR and Social Media professionals has been percolating for a long time. Many of the same PR pros who dismissed the significance of social media now claim to be the natural heirs to corporate social media communications, while many social media pundits see PR as entirely antithetical to authentic market dialog. Unfortunately, client-side marketers are now getting caught in the cross-fire, not sure who to trust or what programs to explore.

Having been a PR executive before leaving the industry in 2005 to launch a social media venture, I see both sides of the argument. The PR industry bears enormous responsibility for the kind of mercenary marketing and message manipulation that consumers have embraced social media to defeat. Those PR practitioners who see social media as just another new vehicle to cynically drive market influence—even while embracing a veneer of authenticity—should be continually and publicly exposed. But PR practitioners who built their agencies on the belief that effective communications and advocacy are built on a foundation of meaningful relationships and market knowledge have a lot of expertise and value to offer. The trouble is, even for good PR agencies, their DNA is fundamentally mismatched to the reality of Social Media, and even the purest intentions can’t overcome that fact if the challenge isn’t understood.

The argument about why PR is so mismatched for social media is not a discussion about the ethics of PR or its practices, which I touched on in my last post, but a discussion about the nature of media and how it’s changed. To tell that story, I’ll poach a few slides from one of my SocialRep presentations.

The most important thing to understand about social media is that it isn’t new. The technology that enables it in our wired world is certainly new, but the dynamics of social media are as old as trade itself. If you look at the history of business over thousands of years, word-of-mouth has always been the dominant form of commercial influence. It’s Darwinian. If you’re about to spend your hard-earned money on a product and you don’t want to get cheated, who will you trust to tell you the true value of the product you want to buy: the person selling it, or someone else who’s already bought one? You gain a huge survival advantage as a consumer any time you can find a third party without a vested interest to validate the value of things you want to buy.

But as populations grew, as manufacturing and transportation capabilities exploded, businesses began to reach far beyond the host communities where they were known by their neighbors, and reputations were abstracted into brands. New technologies for communicating to ever larger audiences enabled businesses to tell their brand stories in print, in packaging, on radio and eventually television. But the mode of communication was overwhelmingly asymmetrical. Since the technology for communication was enormously expensive, control was highly centralized in the hands of a few power brokers—the owners of printing presses, publishing houses, radio stations and television networks. These technologies had the power to flood a market with highly choreographed messages, while word-of-mouth only traveled point-to-point within localized community networks of families and friends. This gave rise to what I call the Media Bubble—a temporary imbalance in the flow of communication arising from the early expense of emerging technology, placing control in the hands of those who could afford it.

The Media Bubble arose because the expense of early mass communications technology ensured that it was controlled by the few that could afford it.

The Media Bubble arose because the expense of early mass communications technology ensured it was controlled by the few that could afford it.

This media bubble has been our reality for generations. All of the institutions that govern our lives, particularly business institutions, have evolved to make optimal use of this bubble—to leverage the asymmetrical control of a message that can be directed to flood a market. Think about it. Advertising is not organized as a function for connecting with customers. Advertising is organized to maintain relationships with media owners to purchase space within the stream of media that has the subscribing audience we want to reach. Public relations is not organized as a function for connecting with customers either. Public relations is organized to maintain relationships with the reporters and analysts who develop the content that goes into the stream of media that has the subscribing audience we want to reach. In both cases, our business functions are not about connecting with customers directly, but about connecting with the power brokers that control the stream of media that reaches the customers. It’s efficient, as long as that paradigm holds.

But now the media bubble is bursting. And it’s not a mystery why.

Within the media bubble, the media message is a one-way broadcast of information that floods a market of media subscribers. Corporate functions like PR and Advertising evolved to insert their message into the stream of media, or to influence its content.

As we all know from experience, as technology evolves it tends to get cheaper. Companies find ways to innovate production in order to compete for customers on price. Companies also strive to grow markets for their products to expand volume and profits. In that way, industry has inevitably worked to make the expensive communications technologies available to a wider audience at ever decreasing prices—telephones in every home, then televisions, then computers, and internet access, and mobile phones. In what some may find a poetic irony, the very institutions that enjoyed the power of controlling media couldn’t help themselves but to follow the profit motive and sell the components of power to an ever larger market of consumers. The Internet was the tipping point, when consumers and a new wave of businesses that served them assembled the pieces of a massive platform that enabled the rebirth of word-of-mouth communications on a scale that could directly challenge the primacy of corporate-controlled media.

As mass communications technology has evolved, industry developed cheaper components that could be sold profitably to the masses, which eventually made possible the massive social communications platform that allows word-of-mouth media to challenge the primacy of corporate-controlled media.

This is the world we are seeing emerge. It’s not that social media is new, even though the technology that enables it is indeed new. It’s that a media bubble that arose from the expense of communications technology is finally being challenged by an equal and opposite force of democratized communication. Social media represents a return to a broader balance of media control, a world in which consumers challenge the neatly packaged messages of marketers by validating the professed value of products with other consumers before they buy. In this environment, consumers create content that challenges the supremacy of mainstream media—in the early stages by simply writing their own reviews of products on blogs or forums, but then organizing to create their own media properties to gain subscribers based on content more tightly tuned to special interests. As these new media properties emerge, they compete for audience and revenue, undermining the business models and revenue streams of established media companies, and the media market begins to fragment.

Of course, we’re already watching this play out. The effect is what I think of as a fundamental shift from what we used to think of as market segments, often defined by the media through which members of the segment self-reference, to networked customer communities, defined by their interests through which media emerges.

In a world of social media, corporate and media interests are no longer able to asymmetrically control the media and messages. Instead, media is more fragmented and specialized, forcing corporate interests to find a way to play a meaningful role within the customer communities they serve in order to be successful.

So what does this all have to do with PR? Remember how I said the problem for PR is that their DNA is fundamentally mismatched to social media? PR is organized for the old paradigm—to influence the power brokers that control media. Their fundamental DNA is about influencing the influencers, about cultivating relationships with power brokers, not about developing dialog with consumers. Even as many PR companies try to embrace social media, they still see it through the prism of influencing the influencers rather than connecting with consumers. The challenge is not that this is inherently wrong—if as a business you can influence the influencers, that’s an efficient way to advocate on your own behalf. The challenge is that consumers, even while socially wired to follow influencers, are drawn to social media precisely because of its power to defuse the influence of influencers—to continually look behind the veil of influence and expose any inconvenient truths. Influencers will still emerge, but counterveiling truths will also emerge, and rapidly, which means businesses that only focus on trying to develop and influence the influencers will miss the more sustainable advantage of connecting authentically with consumers and playing a valued role in customer communities.

What PR is missing in its DNA is a fundamental drive to connect with customers. To listen, to learn, to play a meaningful role within a customer community. And that’s the litmus test for client-side marketers looking for someone to help them understand social media. The question isn’t how is this partner going to help me drive my message into the market to attract customers, but how is this partner going to help me develop meaningful relationships, and a meaningful role, within the customer communities that define my market. That’s not impossible for a PR company to do, but for most that I see pushing themselves forward as social media experts today, it’s still a big stretch because they don’t see the fundamental shift in the media paradigm.

At this point, I’ll say quite clearly that I think there is tremendous value PR and corporate communications can offer to the emerging practice of social media marketing. But delivering that value will require a substantial shift in philosophy that defines most PR firms. I’ll save that for my next post.

Marketing Trends: Public Relations Budgets going Social?

Sudden stormI haven’t been up for air in weeks. Somehow, despite the economic downturn, despite the nuclear winter in venture capital markets for early stage startups, SocialRep is humming. I’ve been buried in social media tracking scans for customers and prospects, and new inquiries are coming in over the transom. I’m also excited about an invitation to present at Thunderbird’s Winterim in New York in January, where I’ll be talking about our emerging framework for integrated social media marketing and technology. So how can I account for the uptick in energy despite the gloomy market? I’m starting to see my theory about natural selection play out.

Over the past couple of months, SocialRep has been tracking a massive swath of online dialog about marketing. Not surprisingly, the trends in dialog are overwhelmingly focused on the impact of the economic downturn, with various flavors of speculation, panic and punditry. Some examples:

  • A few weeks ago, various reports on budget planning for 2009 highlighted a marked migration in marketing spend from traditional to digital media. The nearly universal read on this move is that online marketing is more measureable than offline, but there was surprisingly little citical analysis of  the challenges with online metrics, and how those challenges are being addressed.
  • As the economic crisis deepened, the panic did too. Sequoia Capital stoked the flames with a presentation they posted online telling their entrepreneurs to “get real or go home”. The presentation went massively viral, spreading the talking points for belt tightening and death pool speculation for various startup sectors, but few specifics on the tactics companies should pursue to refine their market approach.
  • As if in response to the panic–and mindful of the bloodbath marketing usually suffers in a downturn–marketing pundits took up the mantra that, whatever you do, DON’T STOP SPENDING. Some (myself included) cited the anecdotes that companies like P&G, Kellogg and Chevy increased ad spending during the Great Depression and pulled ahead of competitors. But most simply pronounced the incantation forcefully, that smart companies don’t cut marketing, but didn’t offer specifics on how companies should adjust their programs. Jonathan Baskin called this trend perfectly.

Notice a pattern here? Lots of punditry and trend analysis, but very few specific recommendations for how companies should adjust their marketing programs to deal with the economic crisis. There were a couple of exceptions, most notably a lot of dialog about the dangers of discounting and how price cuts undermine brand equity. But in terms of substantive recommendations for adjusting marketing strategy and operations, not so much. So I was interested to see a tangible sign of how some companies are adjusting based on the sudden increase of inquiries at SocialRep.

~  free  ~We’re still in the early stages at SocialRep. After beating the streets for Series A funding over the summer, we read the tea leaves and readjusted to focus our energy on customers and product. In this market, we’re going to live or die by our success in serving customers, not VCs. But bootstrapping a technology company can be tenuous. You need customers, but if you’re too opportunistic and grab at anything you can drag over the doorstep, you’ll quickly fragment your product and team by trying to be all things to all prospects. So you have to be deliberate in choosing customers, which means being a little more slow and quiet than would otherwise seem prudent. When you find a good market vein, you mine it, and pay close attention to the way your prospects frame the problem they want you to solve.

What surprised me was the sudden influx over the past few weeks in the number of companies that found us, and how they framed their interest in our social media offering. The common refrain was that, in the face of an emerging recession, these companies were aggressively reviewing every dollar of their marketing spend. One area in particular was not standing up to scrutiny: Public Relations. These companies complained about spending 5-figure monthly PR budgets on activities that produced activity without results. The mandate these companies had been given was to take the PR budget that was not performing and invest it in something innovative, like social media marketing.

Silencio!!! by Loud VillaNow I know this will provoke some howls, so let me make a preemptive disclaimer. I believe in PR. Or, I should say, I believe in good PR. And having spent 15 years on every side of PR, I can define the difference between good and bad PR. Years ago, when I was the editor of a magazine, my inbox overflowed every day with pitches and press releases that had absolutely no relation to what my magazine covered. Today as a blogger, I still get totally irrelevant PR-spam, more artfully framed as “blogger relations”. This is the lazily “scientific” ethic of bad PR: blast a fire hose of pitches and press releases at everyone that looks like they might be a journalist or blogger, and hope someone picks up your story. In the place of actual stories that influence the market, this approach produces monthly “activity reports” and media mentions in off-the-beaten-path blogs or news feeds.

Good PR is different. It’s about relationships and market expertise. PR companies in this category take the time to hire and train smart people who get to know a market, the competitive landscape, the products, and of course, the analysts, reporters and bloggers. They don’t spam their contacts with press releases; they build relationships based on sharing knowledge and insight. Reporters and bloggers answer their calls because they know their time won’t be wasted, and they may get an important tip. This kind of PR produces relevant stories that influence markets.

The problem is, the ratio of good to bad PR is not good. And even among the better PR companies, an understanding of how to manage the dramatic shift from traditional to social media is still largely predicated on the notion of cultivating asymmetrical influence more than reciprocal dialog. Moreover, few traditional PR companies have the culture to passionately embrace the tech-driven social media paradigm. So in the face of a market downturn, when belts are tightening, we’re seeing companies looking at the money poured into PR, and deciding that now is the time to try something new.

What does “something new” look like? That’s the topic of my next post. In the meantime, here’s a hint: social media marketing is just like PR, in the sense that there’s “good” and “bad” SMM. And the distinction is based largely on the same dynamic–activity vs. results, influence vs. relationships.