Monday, July 29, 2013

In the Future, Your TV will be Watching You

When most people think of Google, they think of the search engine they use to get information for everything from a recipe for a family dinner or how to fix a leaky faucet, to background on the dinosaurs for a kid’s homework project.

But it’s been well-documented in the press that Google has set its sights on a much broader, more pervasive presence.  Not only does Google own other social media entities, such as YouTube, but it also has sponsored the development of new technologies, such as Google Glass®.  Google Glass® is said to have the ability pack the power of a smart phone in the frames of sunglasses or even prescription glasses.   The touted benefit is hands-free access to the information you get in a smart phone.

The fear some have of the new technology is the mini-camera that Google Glass® features.  They worry that the ubiquitous nature of such technology not only makes it possible for more and more people to capture still and moving images of each other just about anywhere, but that we won’t even be able to detect it as much when a camera is being used to photograph or take video of us.

To be sure, the omnipresence of security cameras today has created an atmosphere where no one can reasonably assume privacy when out in public or in certain office buildings or commercial facilities.

The one refuge we can still count on is our living room, right?  Maybe. 

The Wall Street Journal reported that Google could be working on a television set-top box with a motion sensor and a video camera that could have the ability to track our movements, record our voices and monitor our behaviors.

The business objective of such technology, we are told, is to help marketers better understand our tastes, wants, needs and behavior patterns to better meet our expectations.

The International Business Times described it this way, “…two people cuddling on a sofa watching TV might see a commercial for a romantic Disney cruise, while an arguing couple might see a pitch for couples’ therapy.”

This was how the publication described the application of a data collection technology that is at the center of a patent application field by Verizon Communications Inc.

I still don’t like it when Microsoft Word does “autocomplete” to finish words I start and makes bad assumptions on where I was going.  I can only imagine how I will feel when my TV doesn’t get my jokes, or doesn’t agree with the clothes I’m wearing and makes judgments.

Apparently, I’m not alone.

There is a bill before congress that will require that consumers consent to the collection of such private data based on “ambient action.”  The bill has been described as the “We Are Watching You Act of 2013.”

What this all reinforces is that the technology industries are evolving from a former stance of using the latest advances to making life easier for the user, to collecting data on the user for sale to a third party.  The paradigm shift is that technology is no longer about the user but is now about the “watcher.”

In other words, the real money in the future is on data collection, a form of commercialized voyeurism.  The more personal, the more valuable.  The more valuable, the more revenue.  It goes from there.

This raises a number of questions.  What is the role of technology?  What rights should telecommunications companies and other technology providers have to the most private information on users?  Can we trust them with the data?

I don’t know about you, but I have a pretty good idea on how I’d answer all of the above.  Where I sit on my couch is none of my TV's business.

Thursday, July 25, 2013

Pirate and Steeler Nations Have One Thing In Common

Something unusual happened this week when the Pittsburgh Pirates visited the nation’s capital to play the Washington Nationals.  There seemed to be a large number of Pirates’ fans in the crowd.  So much so, that when the TV cameras followed home run and foul balls into the stands, quite often the fan on the other end was wearing black and gold.

A signature example of this was Pedro Alvarez’s home run in the second game of the series.  He hit the ball just over the left field fence and the fan who caught it was wearing Pirate gear.

While it’s difficult to say what percentage of the ballpark had Pirates’ fans in the seats, what was extremely clear was that the Buc fans who were on hand were the most vocal.  Any time the Pirates got a hit, made a play or hit a home run, the roar of the Pirates’ fans was much louder than the corresponding reaction from Nationals’ fans when their team made a play.

Civic pride aside, there are a couple of obvious reasons for this and one not so obvious.  The Pirates are having a great year and are in the hunt for the playoffs.  Since Pittsburgh hasn’t seen anything like this involving baseball for the past 20 years, the positive reaction of the fans is to be expected.

But there’s something else. 

Steelers’ fans across the country and around the world have earned the name “Steeler Nation.”  This has come to stand for many former Pittsburghers who have moved elsewhere, yet still root passionately for their hometown team.  And then there are many who’ve never been to Pittsburgh who somehow identify with the Steelers and have made the football team their own.

Now, here come the Pirates in the familiar black and gold colors, representing the same town the Steelers represent.  They play a gritty, grind-it-out form of baseball that resonates with true baseball fans and anyone who just like a tough competitor.  They have good players, but their roster isn’t filled with stars in the way the Yankees have been built. 

The Pirates work together well as a team because they have to, because they are willing to, and because they can.

It’s summer time.  Football season is a little over a month away.  And so, Steeler nation is donning black and gold across the country for a baseball team representing Pittsburgh with the same competitiveness, drive and winning results that football fans have come to expect from the Steelers.

If the Pirates continue to win, they will see more and more Pittsburgh fans in the stands, making away games feel like home games.  That alone tends to give teams a little extra energy and confidence when on the road.  And that often leads to a few more wins.

In sports, it’s possible to see the effect consumer support can have on productivity and performance.  Good fan support helps teams on several levels when they take the field.  The Pirates are getting that now during this special season.

Steeler Nation for now is Pirate Nation, but really, it’s all just Pittsburgh Nation.  The Pirates are tapping a reservoir of national goodwill towards a town and its teams that it may have underestimated prior to 2013.

Thursday, July 11, 2013

PR's Measurement Mosaic

PR agencies, research firms and communications departments have struggled for many years to find the best way to measure PR campaigns and programs.

The oldest and most common way to measure PR is the old-fashioned clip book.  Basically, it’s just a compilation of news clips (and now links to online articles and broadcast reports) on our organizations in both traditional and new media.

Some agencies like to use “advertising equivalency” formulas to give these clip reports a more scientific, quantifiable feel.  The simple overview is to measure the space the article takes up in a newspaper, for instance, and then find out how much an ad in that space would cost and how many people would see it. That’s your advertising equivalency number.  Do this for every clip, and you’re likely to have some impressive numbers, whether they are all that reliable or not.

The problem PR faces in measurement is that in PR there are few areas where you can tie PR efforts directly to quantifiable results.  Yes, we can take credit for numbers of news clips.  We can take credit for numbers of people who show up at PR-organized events.  We can tie PR to numbers of followers on Twitter, and numbers of “likes” on Facebook.

But if we try to hang our reputation on that, sooner or later, senior management is going to ask whether all of those clips, followers and “likes” are converted into anything meaningful.

Ultimately, PR is a support function to a business or organization.  It’s the company’s sales function that generates sales results.  It’s the organization’s development department that generates funding.  Those functions use PR to create awareness to support their efforts, but PR cannot take direct credit for increased sales or in the case of nonprofit organizations increased donations.  The primary reason is that there are too many variables that contribute to those results that are beyond the control and responsibility of PR.

The best ways to gauge the effectiveness of PR are to use a number of measures, that when combined, provide a clear picture of what’s working and what isn’t. 

Focus groups help identify issues that resonate with or turn off specific audiences.  Surveys help us detect patterns and changes in attitudes across targeted demographics.  Secondary research, which may include analysis of news coverage, helps us learn whether our messages are getting through, and how certain issues are being characterized in the public arena. 

We can do interviews with key constituents to find out what motivates them and how they receive and process information.  And we can gather all of the data the client can provide that might help us track how effectively PR may be supporting those efforts.  We can tally sales numbers and compare to last year at this time. We can look at numbers of customers, what they are buying, and where they live. 

All of this helps us create a measurement mosaic that gives us a clearer picture of how PR may be helping an organization achieve its objectives. 

Tuesday, July 2, 2013

America the Beautiful

I have a question: Which song is your favorite…the Star Spangled Banner, God Bless America, or America the Beautiful?  I’ve heard this question asked different times over the years in informal settings like right after the anthem is played at a sporting event or at an Independence Day picnic.  Usually what follows is a debate over which one should be our national anthem.  While the Star Spangled Banner clearly is unrivaled, it’s not that hard to find other camps.

Having spent my share of time standing for the national anthem as it has been played or sung at sporting events and other locations, I still find it has the power to strike a nerve with me, not so much for the melody or even the words themselves, but for everything that it stands.  I think of the sacrifice that has gone into giving our flag meaning, and our National Anthem is nothing less than the musical personification of that flag. 

But I have to say, the other two songs that I mentioned above resonate with me in so many ways. 

Today, however, I’m thinking mostly about America the Beautiful.  I heard it sung over the weekend and thought about how positive it rings.  The song is about all that is good about our country, and while some may think its vision a bit altruistic, I don’t. 

America the Beautiful was first written by Katharine Lee Bates as a poem entitled Pikes Peak.  It was first published on July 4, 1895 in a church publication called The Congregationalist, but when it was published, its title was changed to simply America.

The words were combined with a melody that had been written by Samuel Ward in 1882.  That melody was called Materna for the hymn O Mother dear, Jerusalem.

Words and song were joined in 1910 and given the title America the Beautiful.  It has now been 103 years since the song entered the country’s consciousness. 

It recognizes our country’s natural beauty, its history, its foundation in a democracy based on freedoms given to us by the Creator.  The song pays homage to those who gave the ultimate sacrifices for our freedoms. 

In 2013, I think the words of the song are as relevant as ever.  Songs are important in the way groups come together, in how perceptions are influenced, how we are able to strike a chord with our audiences.  Yet they often tend to be much larger than simple PR tactics or strategies.  And this one is no exception.

So with that, may I wish you a Happy Independence Day!
 

America the Beautiful

Words by Katharine Lee Bates,
Melody by Samuel Ward
 
O beautiful for spacious skies,
For amber waves of grain,
For purple mountain majesties
Above the fruited plain!
America! America!
God shed his grace on thee
And crown thy good with brotherhood
From sea to shining sea!

O beautiful for pilgrim feet
Whose stern impassioned stress
A thoroughfare of freedom beat
Across the wilderness!
America! America!
God mend thine every flaw,
Confirm thy soul in self-control,
Thy liberty in law!

O beautiful for heroes proved
In liberating strife.
Who more than self their country loved
And mercy more than life!
America! America!
May God thy gold refine
Till all success be nobleness
And every gain divine!

O beautiful for patriot dream
That sees beyond the years
Thine alabaster cities gleam
Undimmed by human tears!
America! America!
God shed his grace on thee
And crown thy good with brotherhood
From sea to shining sea!

O beautiful for halcyon skies,
For amber waves of grain,
For purple mountain majesties
Above the enameled plain!
America! America!
God shed his grace on thee
Till souls wax fair as earth and air
And music-hearted sea!

O beautiful for pilgrims feet,
Whose stem impassioned stress
A thoroughfare for freedom beat
Across the wilderness!
America! America!
God shed his grace on thee
Till paths be wrought through
wilds of thought
By pilgrim foot and knee!

O beautiful for glory-tale
Of liberating strife
When once and twice,
for man's avail
Men lavished precious life!
America! America!
God shed his grace on thee
Till selfish gain no longer stain
The banner of the free!

O beautiful for patriot dream
That sees beyond the years
Thine alabaster cities gleam
Undimmed by human tears!
America! America!
God shed his grace on thee
Till nobler men keep once again
Thy whiter jubilee!


 

Thursday, June 27, 2013

Paula Deen Situation Offers Few PR Lessons

I’m not going to rehash the whole Paula Deen saga other than to say if you’re not familiar with it, here’s an extremely superficial summary:

Paula Deen is the countrified and hugely popular Food Network star.  She’s built a mini-media empire out of her folksy, southern-style recipes and rather likable persona.  That all came crashing down over the past couple of weeks because she admitted to historically making racial slurs as part of the legal discovery process into allegations of creating a hostile workplace at one of her businesses.

Then came the bigger story, which was her disastrously failed attempts at damage control.  She posted a few YouTube videos where she apologized and came across as emotionally broken.  Her sponsors started to leave her, the latest one being Walmart.  The media has loved this story, and even made a story out of Deen not appearing for a pre-scheduled Today show interview.  The media then made a second story out of the re-scheduled interview.

Through it all, there has been arm-chair quarterbacking of how she’s handling this.

The fact is, not well. 

It’s difficult to determine what she did, what she said and what are simply allegations.  To be sure, what she already admitted is very damaging and does constitute use of the term “communications crisis.”

But she and her team have not handled it like a communications crisis. They have handled it like a middle school lunchroom drama.

Responsible crisis management in this case would require much more prudence and self-control on Deen’s part.  Let the legal process follow its course.  Issue statements.  To a certain degree, let people tweet or post on social media without feeling the need to respond to every rumor or allegation. 

Maintain self-control and accountability in your media interviews, but pick your spots. Don’t flood YouTube with what you think are sincere, if unpolished videos.  Your fans and the public are used to seeing a much more together TV personality.  YouTube is no exception.

Be more measured.  And when you’ve had time to breathe and regroup, then choose interviewers and interview settings where you can at least tell your side of the story, warts and all but without the emotionally charged, circus-like distractions.

Yes, Deen would still lose sponsors and this would still be a story.  But as it has turned out, her reaction to the story is now the bigger story, and that’s not good.  It demonstrates more of what not to do when faced with a communications crisis.  

Thursday, June 13, 2013

America's Worst Charities

One of the more longstanding mantras of PR is to “do well by doing good.”  This often means factoring a social benefit into the work we do for businesses, industry organizations and others.

Cause marketing is a whole area of communications centered on building a marketing campaign around a worthy cause.  The hope is that the marketing campaign is built on a sincere interest in the cause, that its efforts to raise awareness and donations might in fact help achieve some progress for the cause, and the ratio between the inherent self-serving nature of a marketing campaign doesn’t tilt too far away from actually providing support to the cause.

A good example of a cause marketing campaign is when a soda company creates a new pink can to raise awareness of breast cancer and promises to donate a portion of sales to certain reputable breast cancer charities. 

A bad example would be if the same company created the pink can and did nothing else, assuming that simply by featuring the color pink on the can it is raising awareness of breast cancer and that is enough.  While it may help raise awareness, a situation like that does more to sell soda than anything else, since consumers tend to be conditioned nowadays to presume pink packaging is tied to financial support of certain breast cancer charities.

Unfortunately, many good causes are exploited for financial gain, and the losers are those who spend or donate their own money thinking it will go to the cause at hand.  The other ones affected are those who could easily be exploited to raise donations or sell product – in the example above that would be breast cancer survivors.

Just recently, the Tampa Bay Times and the Center for Investigative Reporting published a study that covered a comprehensive review of 6,000 charities and identified some of best and worst of the bunch.

More to the point, the criteria for what the study presumed is a well-run charity is one that maintains its own staff to raise funds, and most importantly, contributes the vast majority of those funds to activities and programs that provide a direct benefit to those who need the help.

Poorly run charities are those who tend to spend more of their budgets on outside consultants to raise funds, and who in turn gobble up the majority of the funds they raise, thereby depriving some of those who otherwise would and should benefit from the donations.

Based on a quick review of the charities who received poor ratings, it seems that the most often exploited causes and constituencies are: emergency responders; children’s charities; cancer; and military veterans.

The Tampa Bay Times and the Center for Investigative Reporting ranked the following as the ten worst charities based on cash paid to solicitors and the percentage spent on direct cash aid to benefit recipients:

1.       Kids Wish Network
2.       Cancer Fund of America
3.       Children’s Wish Foundation International
4.       American Breast Cancer Foundation
5.       Firefighters Charitable Foundation
6.       Breast Cancer Relief Foundation
7.       International Union of Police Associations, AFL-CIO
8.       National Veterans Service Fund
9.       American Association of State Troopers
10.   Children’s Cancer Fund of America

Here is a link to the full report:  America’s Worst Charities

Friday, June 7, 2013

Gettysburg, 150 Years Later

I happened upon Gettysburg in much the same way the General Robert E. Lee’s Confederate Army did – from the south and by chance.  

In August of 1990, I was returning from the beach with my wife and one-year-old son.  We had left South Carolina two days early and didn’t really have a plan for where we’d stay on the return trip.  As new parents, we had learned to build our schedule around our son’s sleep schedule.  We assumed we’d find a nice hotel when he indicated to us he had enough of car travel. 

That happened with a loud, non-stop shriek as we rounded Washington, D.C. on the Beltway.  This was pre-GPS.  Using a paper map and our trusty AAA guide book, we ended up at a Holiday Inn in Fredrick, Maryland. 

The next morning, we decided to take a more scenic, roundabout way home and hopped on Route 15 North.  We put the map away and relied on road signs, our general sense of regional geography, and our fancy to guide us.

Our next mission was to find a place for breakfast.  We crossed into Pennsylvania where picturesque towns, farms, the roadside produce stands lined the road.

Before we could get our bearings, we started to sense we were nearing a town that wasn’t garden-variety Small Town USA.  The clues presented themselves quickly enough.  The houses and buildings were festooned with red, white and blue bunting.  A young boy “marched” alongside his parents on the sidewalk.  He wore a blue Union Army replica cowboy hat.  He carried a toy rifle over his shoulder.  There were other kids dressed and behaving similarly.  We were near Gettysburg.

Unbeknownst to me at the time, we were in fact entering the town from the same direction, using the same road the Union army used to enter one of the bloodiest battles in American history. 

We drove through the town and then decided this was as good as any place to stay.  We found a small motel to the west of the town center.  We unpacked and went to the coffee shop for breakfast.  After that, I asked the hostess if there was anything to see nearby.  She tapped the wall behind her and told me on the other side was the small building General Lee used for his headquarters during the battle.

That’s where it started for me.  Over the years I’ve gone back to Gettysburg too many times to count.

During that trip, I picked up a copy of Michael Shaara’s Civil War novel “Killer Angels.”  As soon as I finished the book, I wanted to go back to Gettysburg.  Those fields, houses, monuments would start to resonate with me on the next trip, and they did. 

As a family, we found different ways to experience Gettysburg over the years.  I remember staying at a bed and breakfast one weekend with my wife.  We went to antique shops that time. Then there was the father-son trip I took with my older son.  By then, he was one of those boys with the hats and toy guns “marching” into ice cream shops and on sidewalks. 

At different times, we saw the town while walking on our own, riding in tour buses, and driving our car with a park ranger as a tour guide.  But the experience was much more than tours.   Gettysburg is quite accessible.  You can go just about anywhere in the town or on the battlefield and get a sense of history in true three dimension.

The Jenny Wade House seemed to make an impression on my kids, who put their fingers through the hole on the kitchen door created when a musket ball shot through, killing the only civilian casualty in the entire battle. 

After my kids were exposed to American history in this way, even before they entered school, the subject of history in the classroom would be different for them than it was for me.  Most of history for me during my school years was reading from a book and listening to a teacher. My kids learned that there was more to history than dates, proclamations and orators. 

At Gettysburg, the one thing that my kids and I came to more fully understand was the impact a historical event can have on thousands and thousands of regular people, each with his or her own story, and then on the millions of people who somehow were later affected by an event the magnitude of Gettysburg.

One time, we visited the well-preserved room where President Lincoln stayed the night before delivering his famous Gettysburg Address.  A moment of time frozen to today.  We also stood where he stood when he gave that historic speech.  On several occasions, we climbed hills that soldiers climbed, and peered from behind rocks where sharpshooters once stood.

Then there was the time I stood with my kids on a hill called Little Round Top, where some of the most dramatic action of the battle took place.  We came across a group of West Point cadets and their instructors who made a special trip to this hill.

Little Round Top was at the far end of the Union line, and it could have been the weak point that lost the battle for the North.  If the federal soldiers would have fallen there, our country’s history could have been much different.  It all came down to one small regiment from Maine that was running out of ammunition and had no reasonable chance to think it would survive, let alone make a difference.  They were desperate. Their colonel Joshua Chamberlain was a college professor before the war, not a military man.  He was described as more of a romantic.  But he was smart. 

Out of options, he ordered his exhausted troops to fix bayonets and prepare for hand-to-hand combat in a counter-attack, one last ditch effort before they were to give their lives for their country.

What happened next is the stuff of legend, and it’s a case study still analyzed in America’s military academies.  Colonel Chamberlain devised a way to charge downhill, giving the Confederates the impression they were being attacked by larger numbers from all sides.  The Maine regiment held the hill and the battle was not lost.

My boys and I followed the West Pointers and listened in as they learned more about the battle.  What a sight it must have been.  Thirty cadets in military camouflage, two young boys with fake plastic swords and their camera-toting father.

Unrelated to the fighting, another interesting site we visited once was the Dwight D. Eisenhower house, the retirement home of the former World War II Allied Commander and President of the United States.  The tour of the house is interesting because actors portray Secret Service personnel, who give the tour under the pretense that it’s the early 1960s, the height of the Cold War, and the former president is away from the house for a while.

You don’t have to be a Civil War buff to enjoy a visit to the town.  It’s a slice of Americana.

So what does this have to do with PR?
I could say it’s the correlation between the military lessons of Gettysburg and what they could teach us in PR.  Always look for the high ground.  Concentrate your resources.  Never assume you know what’s happening on the other side.  Always know where the opposition is located.  But you don’t need to see Gettysburg to understand these things.

Rather, the appeal to me is much more basic.  The first days of July In 2013, Gettysburg will mark the 150th anniversary of the battle.  Almost fittingly, its anniversary leads up to July 4th, the most important anniversary in our nation’s history. 

Ever since I was in journalism school, I learned to appreciate the First Amendment of the United States Constitution.  You know, the one that protects freedom of speech and freedom of religion.

For me, a visit to Gettysburg is a chance to see and get a feel for a place where so many from the North and the South fought for their respective causes.  Over 157,000 troops converged on that small town over those three days in 1863.  Over 50,000 died.

In November of 1863, President Abraham Lincoln delivered his historic Gettysburg Address, further embossing Gettysburg into the nation’s consciousness.

When I visit Gettysburg it always reminds me of the sacrifice others have made for the freedoms I enjoy.  It’s really nothing more than that. But for me, that is enough.