I was blessed to attend the BPMA event tonight on Real-Time Marketing & PR with David Meerman Scott, author, speaker, and member of the Hubspot board. However, as it is early 2011, and rather than be too blessed, I write this post several hours thereafter the event. I’m just one person. I have yet to read David Meerman Scott’s book, but I imagine tonight was a good overview. And upon skimming the table of contents, I notice there are sections of chapters named things like “who the hell are these people?” then I am suddenly filled with confidence, that despite the many books in my “on deck” pile, I will read this one asap.
Now back to our regularly scheduled program, scribbled on my Hubspot 9-509-049 HBS case from Marketing Services class last summer.
David spoke quite a bit about the Dave Carroll “United Breaks Guitars” YouTube video. In sum, we know: Dave sung happily about the guitar break, while United probably went about their day-to-day. United never responded. Probably most of us would find that to be supremely rude. What should United have done? It would not have happened, but if I were at United, I would have created a humorous video that showed a series of travel throughout the years, highlighting things they have broken, with ridiculous flair and humility. It happens, so admit things you’ve actually broken, and be human. Doing this is powerful and most people will forgive.
Then there are perhaps some truisms:
- Being clever, with speed and agility, will position you well. Not that it’s easy, but thinking creatively, there are many more opportunities than you might realize, e.g. the coverage of Paris Hilton being banned from Wynn Resorts (hey I’m fine with that). If I google “Paris Hilton” and “Wynn resort” (yes, I use quotes) I get 43k+ hits today. Not too shabby in terms of coverage for Wynn. And, due to my lack of interest in California politics, I was formerly unaware of the Zake Starkewolf Phone-Sex Robocall and the pickup by stoppoliticalcalls.org. But yes, another great example of taking advantage of the opportunity without spending any green.
- Always respond in the same media, in which the customer responded to you. In other words, customers, especially the over-analytical types like myself, choose to respond in a certain medium for a reason. To effectively respond to concerns raised, in another medium, is to negate part of the message and devalue your brand equity.
- Social media are the tools; real-time is the mindset. Although, actually, we shouldn’t say “social media” or the like, too many negative, overused connotations when you’re trying to move others to a way of being that seems so foreign. But the time is now to take advantages of the opportunity that will fade so very quickly. Who will think of this? David suggests having a “Chief Real-Time Officer.” I’m not sure where this person would sit in the organization, because first of all, this person will get no sleep. Hence we shall pluralize the term, but please, no committees. But I imagine this person would have to be very knowledgeable about most all facets of the company: history, competition, industry trends, products & services, and so on and so forth, to be effective and also communicate internally about “our real-time communications.”
So how to act in real-time, besides get that chief person David mentioned?
- Develop real-time guidelines. These should be “ready to go” and give people the permission to react. Not to sound all tied up in a bun and planning-oriented with my xls spreadsheets, but to think about this, agree on guidelines, document the guidelines, and communicate them, well in advance of the fight or flight moment, will calm the troops and allow the organization to react best.
- Implement real-time systems for your real-time business. Maybe these are complex or simple suite of tools, but the good part is, there are tools and plenty of them.
- Develop a real-time mindset about how to react when the time is right! Probably most of us would agree with David, this is most difficult. If most organizations had free time, some green, and resources, real-time marketing is still probably not what would happen next.
Some additional hints, tips, and tricks:
- When individuals speak on behalf of the organization, say “I” and only let that special chief person(s) say “we.” This will go a long way to avoiding the concern that every person is a spokesperson for the company. That just isn’t the case, even when the aforementioned guidelines are in place. Again, we are human and I think this brings that element back to the conversation as well.
- I’m sure I’ll love the stock data and graph loveliness in the book, but use that stock price data to demonstrate ROI to the c-suite, i.e. Companies who were active in real-time marketing & PR, had greater stock prices (over the period that David used this as a proxy to measure ROI of real-time marketing and PR). I’d find the chart right now in the book, however I notice the index does not contain “stock” in the index.
- I think there was the crowd comment that doing real-time marketing & PR is “freakishly hard.” Hats off to doing it in the first place! David suggested that he hire some journalists to do the real-time well, as they can field the reactions and opportunities well, with certain maturity and dedication that is perhaps lost on some of us.
For now, I look forward to reading the book, which I probably won’t comment about, in real-time.