PR Nightmare: "Comcast Must Die" Blog Unifies Angry Customers

Comcast-2Color-Pos The Daily Dog brings us this interesting story: Comcast Must Die, a blog unifying angry customers in one mass protest.  More than 1000 comments since October, and more than 100 on the most recent post, which claims that 44 percent of Comcast customers are dissatisfied with the company.

From Bob Garfield’s post:

  • Comcast down 7% to 56 (67 in phone service)
  • Comcast is one of the lowest scoring companies in ACSI. As its customer satisfaction eroded by 7% over the past year, revenue increased by 12%

To Garfield’s credit, he states on the comcastmustdie.com site:

I have no deathwish for Comcast or any other gigantic, blundering, greedy, arrogant corporate monstrosity, What I do have is the earnest desire for such companies to change their ways. This site offers an opportunity — for you to vent your grievances (civilly, please) and for Comcast to pay close attention.

Still this kind of angstful protest reminds me of Dell Hell, when the company experienced a 49 percent negative blog posting percentage.  It’s time for Comcast to 1) change its service to resolve these needs and 2) start engaging with customers on their terms. Online and offline.

Ironic that this groundswell comes to light the day the Blog Council was announced. The Blog Council wants to resolve issues facing large businesses in social media worlds.

Large, consumer companies have different challenges facing them, including mass voices rising in social media worlds.  Recent faux paus that have created incredible tension include Facebook’s Beacon  and Apple’s iPhone price discount.

In addition to Now Is Gone coverage of the Blog Council, check out these prominent bloggers:

By the way, I got this story through Spin Thicket.  Check it out! Spin Thicket creator Scott Baradell is featured today on the Buzz Bin.

 

We’re Looking… Are You?

Sorry for the little shameless recruiting, but any regular reader of the Buzz Bin may be a good candidate.

We’re looking to hire someone somewhat senior.  Those of you who read the blog, know the company is entrepreneurial. We need someone who enjoys managing people and projects. Necessary qualifications are:

  • Seven to ten years communications experience
  • Management experience with profit and loss centers, people and projects a must
  • History of successful PR or Internet marketing programs
  • Basic understanding of social media, willingness to learn more
  • Blog friendly
  • Ability to integrate traditional and new media tools

Benefits include three weeks vacation, flexible work hours, full health care benefits, and optional one-day a week telework. So if you think this sounds compelling, drop me a line at geoff [at] livingstonbuzz [dot] com.

 

Scott Baradell Discusses Ethics and the Big Corporate Push

Scott_Baradell_9256_web-772165Earlier this year, the Buzz Bin spoke to Idea Grove’s Scott Baradell about Media Orchard’s blog growth and the development of Spin Thicket. Today we touch base with Scott, and find out his thoughts on social media and social networking today, and whether or not his views have changed over the past nine months.

BB: It’s been a while. How has your view of the social media world changed since last March?

SB: I’m as big an advocate as ever, because it’s not going away and in fact is becoming more important every day.  It’s revolutionized and democratized the Web in so many ways.

But as more people have smelled the money in it — particularly those who could care less about anything BUT the money — they have spoiled the fun of it a little bit.  I’ve become more cynical about people’s motivations. But that’s the nature of life in a market economy. Where there’s money to be made, money will be made, until ultimately it becomes more about the money than anything else.

What annoys me most is the hypocrisy I see on a daily basis; it’s pervasive. I see top social networkers giving tips about how to write a blog post so it will do well on Digg, for example, when at the same time they are accepting money to place crap posts on the Digg home page.  They pretend it’s about the quality of the content, when it’s really about influence-peddling. The people who read these tips and take them to heart are suckers. There’s so much petty influence-peddling going on today that it’s kind of sickening.

BB: In your last interview you said, “The geeks who think they rule the world right now are going to get a reality check from big business. The lucky few will get a cashier’s check as well.” More businesses have come online since then but not as rapidly as some have predicted. Do you still feel that way?

SB: Absolutely. What I described has already happened to a large extent. Look at Facebook and YouTube – what are they about today? Making money in any way possible; if you think they stand for anything else, you’re kidding yourself. All the viable social networks are being groomed to be bought up by major corporations, at which point they’ll be about as “authentic” as MTV.

As for all the so-called “rules” about blogging (how to do it, who can do it, etc.) – they are being completely ignored by most companies who blog. All the geeks said, “No, you can’t ghost blog.” But guess what? It’s prevalent. Just look at all the ads on the Web for ghostbloggers. It’s happening all around you.

Frankly, I have no problem with ghostblogging; I see it as a natural extension of how companies prefer to communicate. You’re never going to have the bulk of CEOs suddenly decide that it’s worth an hour of every day for them to write a personal note and post it on their Web site. Any geek who preaches that nonsense is an idiot, a naïve kid, or a charlatan.

BB: 2007 has seen the rise of Facebook. What do you think of the network?

SB: I think it’s a perfect example of the hypocrisy I’m talking about.

BB: What about Beacon?

SB: That engagement ring story was a little freaky. But you know what? You better get used to it. I think “Minority Report” made some brilliant predictions –- not about the future of crime-fighting, but about the future of marketing.

BB: How about Spin Thicket?  How is it going?

SB: It’s an idealistic venture. About a year ago, after getting several of my posts on the home page of Fark and Digg and seeing traffic explode, I had an epiphany. I thought, “Here I am, getting 100,000+ hits for a single post – and why? Because it’s my best post? No — It’s because a single gatekeeper or a small online clique said it is.” So I thought, what if I could create a community site for people with interests similar to mine, where submitters didn’t have to worry about being “greenlighted” or making the home page?

I think the more people become disenchanted with other options — the more they realize how the sausage is made on most of these sites — the more they’ll appreciate Spin Thicket. But that’s the idealist in me, I guess. They say inside every cynic is a frustrated idealist, and I’m probably one of the more hard-headed examples of that.

BB: You have rededicated efforts to Media Orchard.  Are you enjoying  it?

SB: I had to figure out what I wanted to do. I think Todd Andrlik is probably the closest thing to what I was doing before, and his blog is excellent. But I was ready to try something a little different. So I’ve decided to skip most of the direct commentary, and the direct involvement in blog conversations, and to be a little more obtuse. Just go with things that I find amusing, and if other people don’t get it, or don’t like it, then screw ‘em.

BB: What’s next for Scott Baradell?

SB: Right now, I’m going downstairs to grab a beer.

 

Private Eyes Are Watching You, But Are They Listening?

privacy In the past week, Facebook has made changes to Beacon based on the flurry of news articles and blog posts against it. Consent is now required to share information about the online purchases made, and control is again given to the user on how much information is shared with others.

The idea that a company can come in and with some behind the scenes technical maneuvering, share your personal information with others, is scary. Even if it’s with your approved social network. Jonathan Trenn came up with some great examples of how Beacon goes against user privacy. And, I agree with him.privacy2

As with any company or consulting firm, the most important thing to ask is whether or not you are providing value and serving your audience, client, or consumer. Facebook received so much heat for Beacon because they violated that value aspect with their community.

The Trust Factor

The user certainly wasn’t considered when Facebook developed its options for deleting an account. According to CK not a single one of the generated options for “why do you want to leave Facebook” includes privacy issues. Even after countless articles and blog posts, Facebook is choosing not to listen or offer up any concession that the privacy problems may in fact contribute to a loss of users. By acknowledging the issue, and addressing it, trust can be regained with the user. Without that admission and solution, users are more likely to bail on you, and on the product.

On the issue of trust, Valeria Maltoni has some great insight into the power of trust and brands with marketing. The idea that marketers are able to “engineer a viral campaign” through your personal social network shows that some companies are more interested in building up referrals, even those that are not rightfully earned. Valeria also says that,

The most valuable asset in todays’ brands is “trust” and “the perception that information manipulation may violate someone’s privacy leads to loss of trust.”

An honest and passionate review of a product will be more highly regarded than a randomly generated clip of information on what you have purchased, especially given that information was obtained behind your back.

Now What?

One of the most interesting things about this whole situation is the fact that it seems Facebook hasn’t appealed to its community at all, neither publicly addressing or acknowledging their mistake or the steps taken to correct it. When the newsfeed issue came up last year, an “open letter” from Mark Zuckerberg was sent out to users explaining the thoughts behind the newsfeed and what was being done to rectify the situation. No such letter has appeared this time (although some have tried to imagine what it should say), which is a huge mistake.

This is a prime example of crisis communications and leaves people wondering where Facebook’s PR team is and what counsel they are providing. Right now is the time for open communication, authenticity, and transparency – all key components of social networking and social marketing. It seems that Facebook is fleeing the very market and community that it has created by ignoring those components.

While Facebook has tried to fix the Beacon issue by providing “opt-in” features for the information transfer, they are still missing the very key element of the whole situation, communicating with the user community. It seems that Facebook’s fatal flaw of late is the fact that they are more concerned with appeasing the companies and securing the advertising revenue generated from Beacon, and that my friends, could end up being the cause of their eventual demise.

UPDATE: According to TechCrunch, Mark Zuckerberg and Facebook have finally listened and issued an apology via their blog. Is it too late though?  

 

Come One, Come All: DC Blogger Meetup

Please join us next week and meet our friend and colleague Kami Huyse for a fun get-together and impromptu blogger meetup!

piola-new-site-thumb
DC Blogger Meetup

Wednesday, December 12, 2007
Piola : famosi per la pizza
1550 Wilson Blvd.
Arlington, VA 22209
(703) 528 1502
6 p.m. to 8:30 p.m.

(near the Rosslyn Metro)

Geoff and I will be in attendance as well, and would love for anyone in the DC area to come out and share in some good fun and wintry cheer! I will be sending out event invites through Facebook that can be forwarded around as well.

Hope to see you there!

 

Protecting Online Reputation

Today, I have the great pleasure of speaking about brand management online at PubCon.  Inevitably, successful organizations and personal brands face negative comments and brand diffusion online.   Google and other search engines ensconce such commentary into the halls of history, forcing organizations to address their detractors directly.

prince

As Prince recently found out (NY Times), the worst way to handle these situations is trying to force fans (and commenters) to retract statements. Message control in social media environments doesn’t work.  Two-way conversational capabilities have permanently disrupted such efforts. When Prince tried to shut down three united fan generated sites because to protect copyrighted material, fans dug their heels in. One fan wrote to prince.org:

The more I think about it, I say just drop him, remove all content, let him have his way. It’s obvious he doesn’t want us as fans anymore, so why should we want him?

Instead of quelling the storm, such actions tend to incite increased angst. Coca-cola had a similar experience with Mentos.

Applying Crisis PR Principles

When a crisis occurs, successful communication efforts feature factual, timely updates about the situation.  Companies that are in the wrong admit their fault and publicly take steps to address the matter.  Such times can offer an opportunity for a company to shine and actually build goodwill with its community.

Similarly, applying these principles to negative comments can achieve similar results. When the popcorn industry faced a diacetyl crisis, smart organic popcorn companies went out on the front lines and engaged bloggers directly in the comments section.  They

  • Acknowledge wrongs or problems, and the steps taken to correct the problem
  • Publish a co-joining statement on their blog or web site
  • Don’t apologize and then repeat errors
  • If someone is complaining and the company can’t affect change, acknowledge their remarks. Make them feel heard.

Please remember that little guys matter, too! A common mistake is to ignore remarks on  blogs and social networks with less traffic. The logic:  they’re too small and don’t matter.  What if a more influential blogger or a journalist reads that site and picks up the story?  Influence is determined by who reads the post, not by quantity of readers.

Consider the Source

wild_things_html At the same time, one aspect of success is the certain attraction of negative elements.  Comically dubbed “trolls,” these folks with disturbing tendencies simply attack no matter what you do. 

Consider if the negative commenter is a troll.  Usually a Google search will reveal a litany of negativity. The very best thing to do in such situations is to ignore their efforts. 

Do not comment on their site.  Engaging trolls only fuels them. If they attack in the comments section on other sites, comment, but only as it pertains to the general post, not the troll’s detractions. Remember, they seek attention.

Interested readers who click through to the troll’s site will see the general negativity and should be able to exercise good judgment. They may even Google the person in question and find the same results you did.

Of course if threats are made as in the Kathy Sierra situation, follow up with law enforcement.  Similarly, if continued blatant defamation and libel occur, the company or individual may want to consider legal action. Ultimately, if you don’t take the proverbial bait, the troll will usually find another target.

 

Goodness Gracious, Great Blogs of Fire!

blogoffirelargerKami Huyse starts off the week with a great post showing how public relations is really customer service, and the disconnect between social media and conversation marketing. Public relations should now “serve as a champion for the customer and communities it serves”, and that speaks volumes for conversational marketing.

Paul Dunay at Buzz Marketing for Technology posts a question based on a panel discussion at BlogWorldExpo, where social media is compared to a political war room. He asks why more corporate communications firms don’t manage their departments as such. “Political war rooms have teams of communications people who monitor and listen to the media and the public, respond to inquiries, and synthesize opinions to determine the best course of action.”

Brief brands and messages are discussed on Unleashed on Marketing with Gary Bembridge. He points out the fact that marketers should cover the bare essentials, and what that details.

Often clients ask the question of what is the ROI for starting a blog? Drawing from personal and corporate experience, we as social media consultants and professionals are able to estimate that answer for them. James Durbin at Brandstorming provides a comprehensive list to determine whether or not a corporate blog is right for you, your client, or company.

Doug Haslam points out that in social media, face to face interaction is always going to be the best option. Based on some of Jeff Pulver’s presentations over the past couple of weeks, Doug shows us that there is no substitute for a REAL conversation.

The “grab and gab” approach to marketing does not cut it anymore, according to Ubereye Marketing blog. Using Seinfield as an example, Bill points us to the idea that mass marketing, telemarketing, and banner ads are no longer effective mediums for marketing. Instead, people want “authentic and engaging dialogue with businesses” about topics that the consumer finds important, not the marketer.

 

Six Ways to Make People Like You

dale-carnegie

Section Two of Dale Carnegie’s timeless classic “How to Win Friends and Influence People” contained six principles to “make people like you.”  Out of all four sections, this one seems to have the most application to social media community building, particularly for personal brands.

I cannot help but think of Chris Brogan when I read these. Here are the six with a little social media commentary added to the mix:

1) “Become genuinely interested in other people.” That means go out there and comment on other folks’ blogs, twits, and general social media activities. Read their stuff, become engaged.

2) “Smile.”  No one likes to hang out with a negative person in reality.  Conversational media is no different.  Let your words convey a great smile. Show people you’re generally a positive person looking to create solutions rather than cause problems.

3) “Remember that a man’s name is to him the sweetest and most important sound in any language.” Link and refer to others frequently in your activities. Give credit to others. This gets always gives someone a little lift and epitomizes what Doc Searls called the Generous Web.

4) “Be a good listener. Encourage others to talk about themselves.” Don’t shut people down in comments or in dialogue.  You don’t have to agree with everyone, but see what they have to say.  Folks want to feel like they have been heard.

5) “Talk in the terms of the other man’s interest.” That means when conversing, either on your site or another place with someone, stop promoting!  Marketers often make this mistake.  Remember, most people — including your potential buyers and customers — are primarily concerned with their own needs and thoughts.

6) “Make the other person feel important and do it sincerely.” Thank people for participating.  Remember their names, refer to them. And remember to feel grateful that they are participating in a conversation with you.  People can spend their time anywhere.

One common criticism I get is an overuse of cliched principle from other era.  Old saws, as Bill Sledznik likes to say.

Why reinvent the wheel when such principles: a) Have already been created; b) millions of experiences show they work; and c) the current environment demonstrates that Carnegie’s lessons may be lost on the current generation. If anything these old truths need to be discussed again so we don’t have to go through the hardship of relearning them. History adds context.

You can see all of Dale Carnegie’s principles from How to Win Friends and Influence People here .

 

Vegas, Philly & Boston in Two Weeks

There will be a flurry of speaking engagements in support of Now Is Gone at the end of the year for those who want to meet up.

On Tuesday,  December 3rd, I will be speaking at PubCon on a panel about reputation management.  This conference has a monster line-up, a hard core SEO focus that promises many insights, and will be the first time that I will hear Guy Kawasaki in person.

On Monday, December 10th, it’s the Social Media Club in Philadelphia at Independence Hall!  This is so cool for me, as this is my  hometown. It has not been announced yet, but I will be joined by Brian Williams, CEO of Viget Labs.   Brian’s a good friend, and his company built Squidoo and Squidwho for Seth Godin. Today, they are one of the best Ruby on Rails shops in the country.

In Boston, I will be the guest speaker for the fourth Social Media Breakfast.  This will be held on Monday, December 17, 2007, from 8:00-10:00am at The Wine Cellar at the Mooo Restaurant, at Fifteen Beacon Hotel in Downtown Boston. Thank you Bryan Person and Kyle Flaherty for setting this up.

Connect Online

If you can’t make one of these events, check this out! Peter Corbett created a group for Now Is Gone on Facebook. And Jane Quigley created a “Product” page for the book on Facebook as well. This after I kvetched about being unable to do it myself due to time constraints.  Thank you both very much.  Both Brian and I were thrilled!

Also, don’t forget.  There’s lots of content for those just beginning to dabble in social media as well as book-related info on the Now Is Gone blog. The current post, “The Public Relations Long Tail” has garnered a lot of interest as an attempt to paint a complete picture of both traditional and social media PR tools.