PRSA panel gives insight into public relations priorities

I had the opportunity to be on a panel about social media put on by the Public Relations Society of America’s Boston Chapter last evening and it was a good opportunity to assess the current state of PR thinking about the topic. John Cass moderated. The sold-out session drew about 80 people, many of them owners or employees of small agencies. The questions indicated that people are past the tire-kicking stage and are beginning to ask substantive questions about how to participate in the blogosphere in particular. I was also surprised at some of the questions that weren’t asked, but more on that later. My take-aways:

There’s a lot of focus on tools – Many questions related to how bloggers can maximize traffic and visibility. Todd Van Hoosear, who’s practice leader for social media at Topaz Partners, gave an informative talk on how tagging can raise search engine visibility while I sang the praises of del.icio.us as a means to monitor conversation about companies and products. Attendees seemed somewhat taken aback by the amount of technical knowledge that’s needed to generate traffic, but I think the reality is that tagging and RSS are pretty easy to use once you get the hang of them.

People are worried about managing client expectations – Several questions related to whether businesses should be blogging/podcasting at all and how to set realistic expectations for those that want to engage in these activities. It sounds like there’s a bit of a gold rush going on right now, with businesses diving into social media without really understanding what they expect to get out of it. This is typical of any hot new trend and I think PR organizations play an important part in helping their clients to understand how – and whether – to blog.

There’s a lot of interest in a new approach to press releaseTodd Defren from Shift Communications was on the panel, talking about a new kind of press release his company developed last year. Three cheers for this new approach to media relations, which providies journalists with extensive background and multimedia commentary to use in their stories. The standard press release wore out its welcome long ago. The emerging class of social media press release offers much richer information and potentially positions the authors as valuable content sources. Todd said the template for the Shift Communications press release has been downloaded more than 50,000 times and I can see why.

I was also interested by the questions that weren’t asked:

The role of social media in mainstream media – one of the most important reasons for businesses to participate in social media, I believe, is to improve their visibility with mainstream reporters and editors. The mainstream media is relying on social media sources more and more for story ideas and background information. Mainstream media is also an important source of links and traffic to blogs and podcasts. In light of this fact, I found it curious that there were no questions about this developing relationship.

Questions of voice, topic and content – While there were a lot of questions about how to drive traffic to blogs, there was almost none about what blogs should say and how they should say it. It could be that I’m simply behind the times and PR organizations have already figured this out, but I don’t think that’s the case. In my opinion, you need to get straight what you want to talk about before you start talking. Judging from the questions I heard last night, though, this doesn’t seem to be a big issue with PR practitioners.

How to become a destination – There was some discussion of this, but not as much as I had expected. Social media presents a great opportunity for businesses to become content providers and destination sites for communities of customers. While there was some interest in this angle, there was relatively said about it. Perhaps it’s still too early.

I devote a chapter of my book to the role of public relations in social media. Judging by the discussion last night, it’s clear that there is broad awareness in the PR community that this is a big deal and that practitioners need to develop strategies. That’s a good thing.

Customer Innovation Can Spearhead New Product Ideas

Go to Google Maps Mania and prepare to be amazed. This labor-of-love site, which is run by Mike Pegg, a Canadian software sales manager, has logged thousands of innovative mashups based on Google Maps. It’s an impressive testament to Google Maps’ flexibility and a great ad for the service.

But you don’t have to be a high-tech company to tap into customer enthusiasm. Karmaloop is a Boston-based maker of ultra-hip street clothes. It has a program that enlists enthusiastic customers to become reps for the company, earning points for referring friends to buy clothes. The company also encourages reps to snap photos of cool new fashion ideas that they see on the street and upload them to a website. In making that feature available, Karmaloop actually offloads some of its product development costs to its customers.

Welcome to the new world of customer engagement. Author and consultant Patty Seybold calls it Outside Innovation and she’s written a book by the same title. Seybold believes that it’s increasingly practical and desirable for businesses to encourage customers to innovate around its products using rich interactive media. She believes that many companies should be managing as much as half of their new product development this way.

That may be a difficult concept for a lot of businesses to accept, but once you get your brain around the idea, it’s exciting. In her book, Seybold cites Lego Mindstorms, a line of programmable robots. “Within two weeks after the retail product hit the market in 1998, adult hackers reverse-engineered the firmware and developed a number of additional software programs that could be used to program these robots,” she wrote on her blog. “And, a small industry emerged of sensors and peripherals that could be added to these robots. Lego encouraged the customer-extensions to the product line, giving hackers a license to extend its software and firmware and encouraging a healthy ecosystem.”

You don’t have to be a software company to involve your customers. Fidelity Investments maintains a site, FidelityLabs.com, where customers can try out services the company is considering, including a search engine tuned for financial content and a service that finds free checking accounts. Fidelity is being widely praised as an innovator for opening the corporate kimono it this way.

It takes guts to let customers hack your inventions, and the idea doesn’t sit well with every company. Toyota Prius customers have hacked the car’s software to drive fuel efficiency as high as 100 miles per gallon. They’ve also come up with ways to work around Toyota factory settings that, for example, disable the visual navigation system while the car is in motion.

Toyota has discouraged this practice and, given that the company’s products are made to move at 70 mph, you can understand their concern. Nevertheless, I’d be surprised if the company’s engineers haven’t learned a few things from the hacks applied by customers.

The culture of secrecy and propriety that has invaded corporate culture for many years is finally giving way to a new realization that companies don’t have a monopoly on innovative ideas. In fact, those innovations often come from customers themselves. This attitude is epitomized in the practices of Web 2.0 software companies, many of which openly encourage customers to enhance and extend their products. But as the examples of Lego, Fidelity and Karmaloop demonstrate, even mature businesses can find gold in customer innovation.

What do you think? How can your company deputize customers to help you develop new ideas? Contribute your ideas in the comments section below.

Shady ethics in the blogosphere

Scott Kirsner, former Boston Globe writer, has a thoughtful piece on disclosure in the blogosphere. He points out the ethical dilemmas posed by business’ efforts to court bloggers with free stuff and even cash payments for positive coverage. There is no code of ethics in the blogosphere, of course, outside of perhaps the Cluetrain Manifesto, so it’s up to the readers to decide whom to believe.

Personally, I believe this issue will work itself out at the grass roots level. Look at Engadget and BoingBoing, which are two of the most popular and successful blogs. They need to uphold high standards or their audiences would quickly desert them. The same holds true at less-popular titles. The blogosphere is self-policing, and any popular blogger who tries to deceive his or her audience will be quickly smoked out. Once you get a reputation for shady ethics, it’s very difficult to recover. Any blogger who wants to build a long-term franchise will be very careful not to cross that line.

There will always be con men in social media, but their influence will be limited. The readers will see to that.

Mourning Molly Ivins

There are a few treasured writers who manage to make me laugh out loud again and again when I read their words. One was Molly Ivins, who I just learned, died of breast cancer last week. There’s a tribute page with some of her writing here. Sadly, we won’t be blessed with any more of her acerbicly funny words, but we can treasure the ones she left behind.

Speaking at New Communications Forum

I’ll be keynoting the journalism track at the New Communications Forum in Las Vegas March 7-9. The topic is a favorite of mine: How Web 2.0 is revolutionizing mainstream media. I’ll look at the profound impact of blogs on newsgathering and in particular how “blog swarms” can turn one person’s experience into a global news phenomenon almost overnight.

There’s lot of other good stuff to check out, too: 28 interactive sessions in four conference tracks focusing on corporate communications, PR, marketing and advertising, new media and journalism. It’s also just a good thing to support the Society for New Communications Research, a non-profit that’s doing important primary research in new media.

Go to the conference website to register and use discount code 612SHN to catch a $200 break on the registration fee.

How to avoid open-source losers

InformationWeek’s Charles Babcock, who’s hands-down the best IT reporter in the industry press, has an outstanding cover package on open source this week. He writes about something that open-source aficianados don’t like to discuss: the fact that the majority of open-source projects go nowhere, whether because of lack of user interest, developer distraction or competition from more successful alternatives.

This is a big issue for IT organizations, of course. Bet a big project on the wrong horse and you can end up wasting a ton of time and money. There are winners and losers in the commercial software world, of course, but that business has the benefit of an active media and analyst community that keeps tabs on the players. There is no such monitor in open source, although Babcock notes some fledgling projects such as FLOSSmole that are trying to provide that service. Basically, everyone’s on his or her own and you take your best guess at whether the software you’re adopting will be around in five years.

The piece opens with a great anecdote about an open-source project that foundered because of a legal dispute involving the company that was trying to commercialize it. Babcock goes on to relay a lot of solid advice on how to avoid mistakes. This is an innovative take on an important market issue that I haven’t seen covered before.

Murdoch sees media power fading

Rupert Murdoch on the new world:

“It’s so pluralistic. We all have less power, much less.”

“Government now has to be much more open” because of the Web.

On what media should do: “We just have to let this go. We can’t reverse it.”

He advised media organizations to look at social media as an opportunity, though he wasn’t specific about how to do that. I don’t think many media organizations will ever see this as an opportunity.

This is an interesting article because of the blunt language it attributes to Murdoch: media power is sliding away and it isn’t coming back. Get used to it.

Maybe we're not yet ready for digital democracy

I’ve always been a big believer in digital democracy, but companies like Diebold make me wonder if we’re really grown up enough to handle it.

Princeton professor and info security legend Edward Felton has been a thorn in Diebold’s side. Last fall, he and two graduate students demonstrated how they could easily introduce vote-altering viruses into Diebold’s electronic voting machine. Diebold responded by adding a hinged, locked door over the memory card reader. Diebold was so proud of the solution that it boasted about it on its website.

In a wonderful post from last week, Felton’s graduate assistant, Alex Haldeman, describes how he was able to deduce from photos on Diebold’s site the type of key and ridge configuration needed to unlock the door. He made three keys to look like the ones in the Diebold photograph and, amazingly, two of them worked. So Diebold’s clever solution was undone by its own promotion. All Diebold machines use the same lock, by the way. It’s one used in hotel mini-bars and apparently pretty easy to pick.

Online advertising still off the mark

Dave Morgan of Tacoda has a thoughtful opinion piece in Media Post today about the failure of online advertising to live up to its potential to target viewers’ interests. He points to a compelling statistic from a 2005 Roper Public Affairs study: “only 21% of people said that advertising adds to their enjoyment of the Internet, versus 47% for magazines and 47% for newspapers. “

Wow, that’s backwards, isn’t it? In theory, online advertising should be more useful and enjoyable because it’s more relevant. But as Morgan points out, advertisers are still stuck on banners and buttons and leaderboards. Most efforts to make ads more effective have so far just made them more intrusive. Does anyone else get offended when they go to a website and an audio ad starts playing? Nevertheless, the online ad market continues to grow by leaps and bounds. Imagine what would happen if advertisers got it right?

Personally, I’ve had fun recently looking at the ads that show up in my Gmail box. I find Google’s choice of what ads to show me based upon the content of e-mails is entertaining and often funny.