Davina Brewer @3hats
I blog, I comment, I stalk the Interwebs all while pretending to do some marketing, public relations, social media 'work.' Likes: wine, travel, food, friends. Dislikes: bullshit. Misses: naps.
@sydcon_mktg I'll let you know if/when I get to test the bands. I too think it'll add to my visit, but then.. I'm a planner (as you wrote a lot of folks like to go w/ the flow and not have to pre-plan their whole trip). Sadly don't have a trip in mind, but hopefully soon. :-)
2 weeks, 2 days ago on Experiencing Disney via new technology utilizing apps while traveling
@ginidietrich I wasn't saying you have this attitude, nor was I attacking this well-intentioned blog. Of course this was a mistake and of course brands, large and small, can learn from it.
I was speaking in general about the hype machine, seemingly every time this kind of thing happens. I live and work w/ many who aren't in the biz or 'social.' But they are online, they read and watch the news. You can talk about X mistake or Y disaster, they've never heard of it. Or if they have, they shrug it off and keep buying/shopping/watching what they want - sometimes as wary of the media pile-on as I. FWIW.
2 weeks, 3 days ago on Home Depot Crisis: Social Media Requires Being Human
I have a couple of the WDW apps on my phone, they are helpful and smart planning for Disney. Wait times; maps; show schedules, dining reservations. -- We're moving to a 'self service' culture and many of us just as soon let our fingers do the tapping vs. having to spend time dealing w/ a person. Know some others who got to test these wrist bands, they liked the features. And I know, reading message boards, that many Disney faithful are UNthrilled by this latest change. Esp. w/ FP+. As someone who's unlikely to pay the $$ for ON property (and believe me, we could debate that 'value' all day) it's another of those exclusives that split the haves vs. the have nots. shrug.
I could go on and on w/ my Disney likes and dislikes, but in the end they're gonna do what they do. TPTB are moving forward w/ what they think will make a better overall experience -- and of course, what's in their own best interest (support and staffing expenses, tracking, logistics, you know there's a lot in the plus column here). I will say this - you and I probably both agree that Disney requires planning and guests that don't likely have the lowest satisfaction. I think they've done their homework; Disney gets that 1) as stated, we are an app and iToy using society and 2) technology can be designed to improve guest experience, service. FWIW.
2 weeks, 5 days ago on Experiencing Disney via new technology utilizing apps while traveling
Agree the process failed, though I am not certain that's the main story. At least, not one people will really care about.. or did HD's stores empty, was its FB page unliked en masse, did its stock plummet? Don't misunderstand me, I know full well the weight of public opinion, and PR's role in brand reputation, how much that truly correlates to brand value and worth. Random thoughts, FWIW:
1. This was a mistake. And poor judgement. And bad taste. Wrong to tweet, right to pull. And apologize for it – though the finger-pointing at outside agency was a weaksauce excuse that I cannot imagine anyone buying anymore.
2. The firing - back to the process story. Who hired, what was the arrangement, how was the agency and its staffed vetted? Was there an approval process in place – or was this a 'trust us.. now set and forget' kind of arrangement? What was HD's plan?** On and on.
3. Making mistakes – in marketing, taste, style, humor, judgement, strategy, cooking, TV choices – is about as HUMAN as it gets.
The 'joke' picture was terrible. The robo-apology is absotively wrong. Period. But so is this sterile, sanitized, knee jerk, no forgiveness attitude we, as the armchair quarterback observers of social media marketing, and the-all-to-happy-to-hype-it-up-for-clicks-and-ratings mass media. Aside from water and oxygen and blue skies and rainbows, is there anything that doesn't have the potential to offend, to be misinterpreted, to be... stopping before I really get ranting about the hypocrisy of preaching "authenticity" and "transparency" and companies, brands acting like 'real' humans. Provided they make zero mistakes and are 100% appealing to all 7 billion on the planet. And see, I ranted anyway. :-)
** BTW I'm in Atlanta and have seen HD advertising a number of new social media jobs. And the bugaboo for me is: 1) I've got a great PR mind and a solid understanding of social, but w/ little major social branding experience and no 'insider' at HDHQ, my application would be for naught. 2) Why are they looking for 'social' experts? Why not home improvement, building experts who also happen to be social, understand PR, etc.? There aren't people on staff - in R&D, accounting, logistics, etc. - who, in partnership w/ a better agency, make great members of the Social, Marketing, Communications Round as true HD brand advocates?
3 weeks, 5 days ago on Home Depot Crisis: Social Media Requires Being Human
I've been meaning to reach out to you John, since I read that LinkedIn post updating you to leaving Vox, being an independent consultant. All I can say is CALL ME. Not sure I can be of any help, but I'd be so happy to try in any way I can. (And h/t to you Frank, for this post.)
I have to say, I LOVE what you wrote about SM 'expertise' - b/c every time I pursue an opportunity these days, it seems that's what TPTB want. And it's kind of absurd. Just this morning, there was another of the old "oops, we a major brand w/ major $ mis-tweeted. something seemingly funny but if you thought about it, could easily be very offensive to some and should have been obvious. we fired these people and will do better. our bad" stories. Never mind that all they want is a numbers crunching sales person. Ahem.
FWIW that world of experience I think prepares us more than bouncing from one grey cubicle to another; you'll be a great teacher and educator, what every consultant truly is.
1 month ago on Off Script #5: John Barnett; PR, Twitter, and a Navy Master Chief
Congrats.. nice to see the AD team growing, shaking things up.
1 month, 1 week ago on #FollowFriday: Our New Vice President of Operations
@ginidietrich Can I get a witness?! Amen. I'm getting to the point now that, if I'm not at least a ranking member of the overall Comms team (design, branding, PR, social, CRM, etc. etc. and then some) and limited to just media/publicity.. I have to tell clients that there really isn't much I can do for them. Same w/ 'just fix our FB page or Yelp reviews' and I'm like, 'no let's fix your company.' Sadly some of this comes back to rather narrow view of communications, of PR and limiting all business and success and value to just sales.
1 month, 1 week ago on PR: What Business Leaders Need to Know
You know I love, love this - so let me get my quibble out of the way first. "part of an overall essential-to-BUSINESS Communications program." From my point of view, Communications makes business work; there's so much more to successful organization than 'just' marketing; and PR is more than 'just' a subset of marketing. :-) /end soapbox
That's why you need to bring the PR firm 'inside.' They need access to people, to get to know the ins and outs of the business (and hells yeah, those business goals!), to help you connect the dots and tap the resources you already have. CRM, HR, ER, IR, R&D, CS all play w/ PR. Down w/ silos, right?! Lots and lots of time, strategy and realistic expectations are all good, as are risks and getting out of the comfort zone. (Like everyone, LOVE what you wrote.) This all starts with you and your willingness to listen and learn, to roll up your sleeves and work.
If your PR team comes and says "you overprice and under-deliver, have a terrible reputation w/ customers and the biz community; here's what you need to do" - you can't just come back with 'tart up a new slogan, get us some positive reviews.' It's about a genuine, long-term commitment. So you fix the problems, not the reviews. If necessary, change the business - not 'just' the PR/SM/Marketing - for the better. FWIW.
It's funny.. in our overly litigious world, companies are so afraid of the apology. It's not always an admission of guilt or liability – in fact, the acceptance of responsibility and disclosure of regret can often stop that litigation or customer complaint in its tracks. A simple, genuine 'I'm sorry.. lemme make it right' is so powerful and can make a big difference. In CRM, in PR, in marketing, in SM we talk about mistakes and transparency and being human all the time; mistakes are part of that - so is how we manage them. FWIW.
1 month, 2 weeks ago on How One Small Business Pre-Empted Negative Feedback
"Only if they want to succeed." That's my well DUH response. If you're not digital or are a very small independent (and use an individual account) or are plenty busy, don't need people to find you online - then fine, don't bother. But for most businesses, a big part of success means being findable on Search. Since Search means Google, an active G+ profile is a necessary part of any online identity. FWIW.
1 month, 4 weeks ago on Should Your Company Be on Google+?
@ginidietrich sigh.. once again, schooled on what I woulda, coulda, shoulda done - a blog post!! Have to rework my schedule so that when those moments hit, I can seize the day so I too can get a post out it. :)
2 months, 1 week ago on Great Companies Have Great Stories to Tell
Read that post, thought it was a great headline on a so-so 'story' that was nothing more than a puff piece for Walmart. And that's all well and good, I was just irked that it ran in HBR. I mean almost every brand 'gives back' and has positive stories (sometimes to divert attention from other issues)... and guess I'm just a little jaded and skeptical. - MMV.
That said - I totally agree about great stories beginning w/ great companies.
I've been writing on a certain meme now, reaction to some PR leads I've been getting, along the lines of : 'No Don't fix your FB page, fix [insert brand/company name]!!' Oy. It's not the negative reviews you want to 'fix' - it's the mistakes and issues that brought about said reviews. Again, ITA it starts w/ the right attitude, the right leadership; it starts from within and empowering employees; it's about more than the bottom line and appearing to be social and good -- it's about actually listening, thinking, living, breathing, being better. Then the good stories to tell, they kinda write themselves. FWIW.
@photo chris Speaking for myself, this is why I know as many people not social as those who are - they don't want info out there, the temptation to share or even the 'guilt by association' that comes w/ friending and liking and tweeting others and how it could be seen.
As for your examples, I'm mixed. Don't know the laws - and they will be a changing, evolving I'm sure - social isn't a cocktail party vent, so policy may be on their side. You're entitled to your personal opinions, and to share them in a manner you deem appropriate. But your employer is entitled to hire people that support and believe in their organization, not worry they'll be undermined from within. Right now I think 'social user beware' is the rule of the day; post at your own risk, be prepared for the consequences and stick w/ @ginidietrich 's 'if you don't want it seen' advice and watch what you post. FWIW.
2 months, 1 week ago on Social Media Policy: When Are Your Own Opinions Not Okay?
If sense were truly common, we wouldn't be here.
But then as others pointed out, whether behind a screen name or not, some people use social to vent, to bash and so much worse. It's when they put it out there, put a firm's reputation on the line (as you quoted) and threaten their business, that's a whole other ball game. So along w/ a living, evolving social media policy, that should be coupled with some ongoing SM training and as suggested, practical real world examples.
That typed.. two issues that trip me up here: 1) I'm not for hate. I don't go for the venom and vitriol we see, such brute force attacks; more often than not, I let it go, I hold my mud. Because I know the risks and perils, I self-censor probably more than I'd like (or tweet rant under a handle cc @Howie Goldfarb ). But.. always a 'but'.. 2) I'm not for this faux sanitized web either. One bad tweet to ruin it all?! Gimme a break. Know that wasn't the case here but I recoil at the notion of perfection, of trying to please and appease all the people all the time.
IDK There's a part of me that's not sure we should be so quick to judge others for anything, everything they ever say or think or share. (ducks flying bags of poo). So what if I haven't watched Mad Men or don't care for such and such trend? Why should I have to defend that, just b/c someone didn't like a tweet, b/c I liked a NSFW picture on FB? I mean, some of my opinions are pretty strong - and could be (mis) interpreted as sexist or racist or anything else that offends - but they are mine. I maintain my right to think them and if I feel so strongly, put them out there for the world to see (and yes, run away in horror if they choose). FWIW.
2 months, 2 weeks ago on Social Media Policy: When Are Your Own Opinions Not Okay?
A little further back, Hurricane Katrina is also one of those events for me - know so many people in that area, hit so hard. And it's those moments, when things are so bad, it is encouraging to see people step up, the good in everyone, as we are so supportive and grateful. Lovely wish, FWIW.
2 months, 4 weeks ago on On 9/11, 3/11 and Non-Traditional Communication In The Wake of Disaster
Congrats. I take a look back from time to time -- there's good, bad, bloody awful, brilliant in my own mind and just about anything in between. Then there's the whole WORK part of it, the links and shares, SEO and clicks, the business side of blogging for business. Damn, 7 years is quite an evolution - hat tip and I look forward to more. (And plan to steal this idea a time or two when I need blog fodder, so thx.) FWIW.
3 months ago on Seven Years of Blogging. Happy Birthday, Spin Sucks!
@Soulati | Hybrid PR Always seeking work: the right client or right company, the right opportunity or gig. So yes, Disney or Carnival or someone needs to call me.. just so long as I ain't selling timeshares. ;-)
3 months ago on Target Buyer Persona When Writing
"...who are not likely to hire my services." There's quite a rub alright, we should get matching t-shirts! I've been talking about lurkers and the biting fish that aren't us for .. how many years now?! It's a challenge: respecting the community you have whilst writing for the readers you want, the audience you need.
The 'voice' I'm trying to adopt is that of a SMB owner or manager; someone debating DIY vs. pro, someone trying to see what they can do in-house and what needs to be outsourced to a specialist; think about their questions and answer them. More than marketing, more than the integrated PR/Social .. the 'buyer' I have in mind is one who has a healthy respect for Communications, as an essential function for a Strategic Business. We don't have to totally change how we write, or what we write - but perhaps reshape it from a different perspective?? FWIW.
The real hat tip goes to Marcus Sheridan and his Honest Economy TED Talk. Will check out these other posts, thanks for including me.
3 months, 1 week ago on Monday Roundup: Moving Forward
The thing is this: we are so rarely discussing facts, absolute and stone-set; we're often talking experiences, opinions, perceptions - always subjective, always will vary. I don't like it when I'm second guessed, try to remember that before dishing back out. My advice: Learn when to let it go. It's so much easier to say or type than do. I may kick myself for not having the spine to speak up and defend myself, then I remember - it's not worth it. We're often talking about mixing it up w/ the types of people who have to be right, have to be never wrong, have to have the last word; that's not a fight that needs fighting. FWIW.
3 months, 3 weeks ago on Online Bullies – Are They Really That Different From Regular Bullies?