5 steps to instant celebrity like JetBlue's Steven Slater

It’s amazing how social media changed the power game between employees and employers. Case in point: Steven Slater, the JetBlue flight attendant who freaked out on the job.
Let’s recap.
As an employee of a major airline, he lost his cool, made a public, obscenity-laden comment to a cabin full of people, grabbed a couple beers, activated the emergency exit, slid down and ran away on the tarmac. Then he was arrested at a beachfront home in the Rockaways.
Most of us may remember a time when this kind of behavior would have triggered personal humiliation, psychological distress and a “Man, I just screwed myself” inability to ever land a new job.
Not anymore.
Now, thanks to ordinary people having a compounding butterfly-effect voice, characters like Slater are transformed from bad guys to heroes … instantly. One week after Slater’s meltdown, Hollywood publicity man Howard Bragman announced he’s representing him to “sort out the scores of offers that have come through in the past week from media, producers, brands and other interested parties.”

If you want to become a celebrity like Steven Slater, listen up and follow these five perhaps not too tongue- in-cheek rules of the new world media:

  1. Take your frustration public - If you’re fed up and can’t take it anymore, don’t sulk, don’t get depressed … don’t kidnap or shoot. Instead shout to the rafters and make your voice heard using social media. Slater tweeted, Slater Facebooked. Give birth to your own community.
  2. Don’t be afraid to tell it like it is - Be colorful, be bold. Authenticity rules! Slater said, “To the f---ing a-hole who told me to f—k off, it’s been a good 28 years. I’ve had it. That’s it.” Indirectness sucks!
  3. Tie into a grassroots theme - People latched onto Slater because he personified what many feel every day in the workplace: loss of control and power. By losing his cool, he actually restored his reputation and gained new levels of power he never had. Become a modern day folk hero.
  4. Go for the extra flair - Slater could have just grabbed the microphone, shouted his message and waited for the armed guards. But no, he added special touches that helped shape a more memorable persona. He grabbed two beers and maneuvered his own exit, sliding down an inflatable ramp. Do it in style!
  5. Become one with the peacock - After the initial dust settles, don’t let second thoughts enter your head and never regret the action you took. After the incident, Slater didn’t look fed up, angry or berserk, he looked, well, mildly freaky, but content. So flash your colors and embrace your inner peacock!    

Rules to tweet by

One of the best and worst things about social media is that anyone can make up the rules, i.e. the conventions, protocols and etiquette by which we collectively conduct ourselves. For instance, someone once made up a rule that PR people shouldn’t blog on behalf of clients. Like sheep, we all nodded and went along for a while murmuring slogans like “Must be authentic.” Someone else finally questioned “Why?” Debate ensued, logic prevailed, and blogging services (with the proper disclosure) have become a standard PR offering these days.

Social media norms tend to be self-regulating. We now all agree that censoring blog comments is bad (except for trolls and incendiary words).  Writing in upper-case sentences = SHOUTING = impolite. And our Farmville-playing Facebook friends got the hint and stopped annoying us with their barnyard updates.

Twitter, on the other hand, remains largely un-self-regulated. Despite the wealth of tools available for filtering and finding good information, Twitter’s poor noise-to-signal ratio remains the #1 obstacle to adoption cited by our clients. So in the spirit of self-regulation, I want to direct you to Mathew Inman’s witty 10 things you need to stop tweeting about from the popular The Oatmeal site, even though it may suck 80% of the oxygen out of the Twittersphere if the rules are embraced.

Link

A million miles in 288 pages; how to get unstuck by living better stories

We hear so much about “storytelling” these days, especially in the context of PR, communications and branding.
In Donald Miller’s A Million Miles in a Thousand Years, the essence of “story” is central.
Miller is trying to get to a new place on a personal level, but he’s stuck. His breakthrough happens when he attends a famous 36-hour seminar called “Story,” taught by Robert McKee.
He learns that story “is a character who wants something and overcomes conflict to get it.”
While living better stories is the essence of character transformation, the conflict part is key. Without FUD (fear, uncertainty and doubt), memorable stories don’t unfold and personal progress is stymied.
For the first third of the read, it felt like a book about Miller’s personal journey. But then something happens, and it unexpectedly transforms into a story about me – my journey. I suspect the same thing may happen to you.
Instead of allowing life to unfold upon us in a haphazard way, Miller helps us discover (unassumingly and humorously, through the lens of his own experiences) how we can grab hold of our lives by shaping memorable scenes. These pivotal, scary, sometimes risky self-created life events blast us through personal roadblocks and psychologically get us to the new outcomes we desperately seek.
Miller learns that while planning is important, the magic isn’t in passively pondering – but in doing. “We have to show it,” Miller says. “A character is what he does.”
Miller discovered that once you experience a memorable scene, you get hooked and want more.
“You’ll get a taste for one story and then want another, and then another, and the stories will build until you’re living a kind of epic of risk and reward, and the whole thing will be molding you into the actual character whose roles you’ve been playing. And once you live a good story, you get a taste for a kind of meaning in life, and you can’t go back to being normal; you can’t go back to meaningless scenes stitched together by the forgettable thread of wasted time.”
A Million Miles in a Thousand Years invites us to live better stories. The cool part is we learn how to do it without the typical “10-step” sort of dogma. It’s a beguiling combination that nudges itself within your soul.
Thanks, Chris Brogan, for turning me onto it.

Apple's sour grapes bruises a stellar brand

Even the ultra-cool sometimes just don’t get it.

After a few haughty responses earlier in the week to complaints about its iPhone 4 dropping calls, Apple made a smart move and offered free cases iPhone 4 consumers. The cases will prevent the “death grip” problem that cause the phone’s reception to fade and sometimes drop calls if held a certain way.
But Apple CEO Steve Jobs apparently just couldn’t just hand out the cases and live to fight another day. Standing on a dais in front of an image that said “Antennagate,” he had to show a video illustrating problems with competing phones like the Blackberry. Then he insisted there’s nothing really wrong with the iPhone 4 – that the situation is a media creation.
“We're not feeling right now that we have a giant problem we need to fix,” Jobs said during a press conference at Apple’s Cupertino, Calif. headquarters. “This has been blown so out of proportion that it’s incredible. I know it’s fun to have a story, but it’s less fun when you're on the other end of it.”
Has Jobs grown too accustomed to the rainbows and unicorns he usually gets from the media? I have to wonder if his PR people warned him he’d look like a whiner if he complained about the press because that’s how he came off – defensive. The media did not, as Jobs intimated, create this problem. Apple’s arrogant response to customer complaints did. When customers got the high hat from Apple, they started complaining publicly through social media and the news media picked up on the story.
When are executives going to learn a little humility and contrition go a long way in situations like this? You’d think that coming so soon on the heels of Toyota’s and BP’s PR Armageddons that Apple, normally a PR-savvy company, would have had a response as slick as its products. Considering the vast reservoirs of customer good will it has to draw on, Apple could have snuffed this out before it became a problem. It might have had to eat a little crow by admitting its hot-shot phone had a flaw, but at least it wouldn’t be getting bludgeoned in the press at the same time.

Dirty little secret revealed: Sean Penn was right; the media did drop the ball on Haiti

It’s been six months since the 7.0 earthquake struck Haiti, killing more than 230,000 people and leaving 1.5 million homeless. There are still few jobs to be had and no permanent shelter. Only two percent of promised reconstruction aid has been released. And according to a report issued this week by the US Center for Strategic and International Studies, only nine percent of pledges by governments (about $50 million) has actually been delivered.

Sean Penn has been a vocal activist for Haiti since the quake, remaining in the country with his daughter to help over the past six months. He brought up an interesting point yesterday in speaking with Harry Smith of CBS News’ Early Show: "I think that the media has played an enormous part in the failures that are still going on today and the recovery here and the relief operations."

Smith then said: "People would be curious why you went in the first place. And then, why you stayed. What's the best answer for that?" Penn answered: "...if they're wondering that, then that would be an indictment of the American and the international press that came here in the immediate aftermath of this devastating earthquake."

 

Penn elaborated: "The United States sent its military, that did an extraordinary job in immediate relief....And then when they went on with other deployments, when the amputations en masse stopped, the media left."

 

I ran a Factiva search to prove or disprove Penn’s theory. If you’re not familiar with Factiva, it’s an advanced search tool from Dow Jones that enables you to analyze media coverage. Factiva’s database includes more than 28,000+ leading media sources from 157 countries in 23 languages, including regional and industry publications, Web and blog content.

 

Using Google, I found the two most popular (and relevant) search topics:

 

1.       Haiti earthquake

2.       Haiti news

 

Using these key words, Factiva revealed the following levels of media coverage over the six-month period: 

  

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

While Factiva isn’t a be-all-end-all and doesn’t include every publication or blog in the world, it’s comprehensive.

 

This data suggests Sean Penn may be onto something.

7 reasons why "pitch" & "pitching" need to go bye-bye

“Pitch” and “pitching” aren’t going away … but they should. They’re so frequently used in agencies, corporations, not-for-profits and organizations they appear current, reasonable and viable. But they’re not. They should be retired immediately.
Historic usage, prevalence and pithiness shouldn’t supersede relevance or appropriateness. If it did, words like: colored, going steady, secretary, sissy, stewardess and mental would still be in wide circulation today.
Here are seven reasons why we should drop the pitch:

1.    It's a dated form of PR  media relations used to be one-way. We’d craft our “pitches” and try to sell them to busy reporters. Please Walt Mossberg, notice me, listen to what I have to say, and I hope (and pray) you write something. Those days are increasingly over. The world of top-down media dominance has been replaced with a never ending grassroots conversation that’s lively, engaging, empowering and direct to consumer/customer.

2.    It de-positions the PR industry – most of us have worked hard adapting to - and adopting – many historic communications transformations. We’re not there yet… (may never be), but we’re in a better place. We’re taking the PR industry to a new position where authenticity and transparency shape our practice – not hype and selling. I don’t know about you, but I don’t want to go back.

3.    It damages our reputation – pitch and pitching sound old-school – pre-social media, pre-community – and they are. When we say these words, they immediately date us, forcing astute listeners to categorize us as “hit and clip,” “press kit” era PR dinosaurs.

4.    It’s one-way pitching epitomizes the old-world model of one way communications. Shut up and listen, I've got something to say. I'm the pitcher, here's the pitch … I'll wait and see if you catch what I've got to say … or not. Yes, the great “pitchers” of the past weren’t this crass … they’d initiate a conversation. But lots of people continue to push out their packaged ideas via Twitter, e-mail, Facebook, etc., never inviting or urging a conversation.

5.    It’s arrogant I don’t like it when a car salesman makes assumptions about me when we’ve never met. I don’t like it when a telemarketer reaches me at home to sell me something I’m not interested in. I don’t like it when people try to convince me to support an idea I’m not familiar with or don’t believe in. Pitching has all these attributes, and more.

6.    It’s a turn-off – this approach helped give PR a negative reputation, a perception often shaped by aggressive, fake, single-minded people trying to get their way vs. earning respect and building rapport.

7.    It doesn’t work – instead of pitching, let’s enter a two-way conversation, tell a story, listen, learn, invest time and treat people the way we like to be treated. We may not always get where we want to go, but we’ll build genuine relationships that have more lasting value.

 

BP triggers dark side for augmented reality

No sooner did brand managers and marketers discover augmented reality (AR) as the next big marketing frontier then did consumers find a way to use AR to voice their own opinions.
 
AR developers Mark Skwarek and Joseph Hocking are keeping BP’s feet to the fire with a new AR iPhone app that lets users visualize the Deepwater Horizon oil spill at their local BP gas station or wherever they happen to see a BP logo.
 
Called “the leak in your hometown,” the app transforms the logo into the source of the deep sea gusher. Just point your phone at the logo and your outrage and sense of futility over the unceasing disaster is rekindled.

If you’re new to augmented reality, it’s technology that overlay’s digital information and imagery onto your view of real-world things, typically using a webcam or smartphone camera as the visual conduit.
 
The BP gusher app is pretty simplistic as far as AR apps go. Yet it’s a brand manager’s nightmare. As the app’s creators describe on their blog … 
An important component of the project is that it uses BP’s corporate logo as a marker, to orient the computer-generated 3D graphics. Basically turning their own logo against them. This repurposing of corporate icons will offer future artists and activists a powerful means of expression which will be easily accessible to the masses and at the same time will be safe and nondestructive.
Remember back when brand managers first swooned over the potential of social media as a new direct-to-consumer marketing channel, not yet realizing how the technology gives consumers their own, sometimes critical, voice? With AR, it’s déjà vu all over again. Google ‘augmented reality’ and ‘marketing’ and you'll see what I mean. But the effusive praise by marketers will soon be tempered as they discover that AR can be a double-edged sword, as much a threat to their companies’ corporate reputation as it is a powerful marketing tool. 

Next BP victim: 'brand journalism'

The brand journalist is the one of the most compelling marketing concepts I've encountered in a while. Leave it to BP to spoil a good thing.

Read more from our CleanSpeak blog here.

Surprising job titles reflect changing times in PR and communications

For decades, the same titles were used for public relations and communications professionals in companies, agencies and organizations. These included Director, Marketing Communications; Manager, Public Relations; Account Executive; Vice President, Corporate Communications; Director, Community Relations; Publicist; Director, Government Relations; Account Director.
As our industry speedily reshapes itself – driven by historic grassroots empowerment, two-way conversations and brand building communities – so are the titles reflecting the jobs we do and responsibilities we bear. 

Consider, for example, some of the current PR & communications job openings:

  • Manager, Cyclical Communications (Target)
  • Director, Global Partner Communications & Engagement (Starbucks)
  • Director of Innovation (Netflix)
  • Director of North American Positioning (Novozymes)
  • Web Evangelist (Microsoft)
  • Chief Content Officer (PBS)
  • Social Media Manager (Milestone Internet Marketing)
  • Manager, Green Marketing & Wellness (confidential search)
  • Competitive Intelligence and Social Media Strategist (EMC)  
  • Online content & Communications Manager (Penny Saver/Harte Hanks Shoppers)
  • Senior Director, Internet Communications and Marketing (Save The Children)
  • Director Corporate Responsibility (Delhaize America)
While the classic job titles will stick around, there’s an emerging trend where companies, organizations and agencies are deliberately re-casting roles and responsibilities. How are the new titles different from the old? We see five transformations unfolding:   
  1. Some communications and PR titles are moving away from general functional descriptions (“communications,” “community relations,” etc.), shifting toward a more emotive position (innovation; evangelist, strategist, responsibility).
  2. New titles are embracing online community and consistent two-way communication (engagement, social media, cyclical communications).
  3. They mirror major societal changes (green marketing; web; wellness).
  4. Some of the new titles are trending big picture (positioning; global partner, competitive intelligence).
  5. Authentic, compelling & engaging content creation is central to branding success (the emergence of the Chief Content Officer).

Six branding lessons from "Lost"

I already miss “Lost.” Arguably, no TV show since “The X Files” was as gripping within the sci-fi genre (or whatever pseudo category Lost fit in).
 
There are lessons to be learned from “Lost” for communications professionals trying to build memorable brands:
 
Character development hooks – “Lost” grabbed us because of its fully-developed cast of believable characters. The writers gave us plenty of time to get to know them, building complex, multi-dimensional views. And not just in the here and now. We cared about these people, we hated some, we felt bad for others. They were our friends; we knew them.
 
Take risks – “Lost” was about plane crash victims stranded on a mysterious desert island. But its writers stripped it of clichés, envisioning bizarre happenings – from time travelling to polar bears to marauding black smoke. Major characters were sacrificed. A paraplegic could walk again, was killed off and later became death personified.
 
Keep it fresh – “Lost” was a giant onion with layers & layers of interconnections across all characters. It wasn’t enough to tell the tale of Ben leading ‘the Others’ or Sawyer as a former con man, they kept adding new dimensions. Just when you thought you had a character figured out, a new angle emerged. Jack was good, Jack was a leader, Jack was confused, Jack was angry, Jack was scared.
 
Connect the dots to build understanding – Every episode introduced confounding elements. But in the end, their writers brought most of it together, explaining why dead guys were walking around the island, what “Smokey” was all about and how Jacob came to be. They made creative zaniness work. They gave us enough information to form our conclusions without forcing a rigid interpretation.
 
Tell great stories – It’s harder to recall facts, but we remember interesting stories. They have beginnings, middles and ends. Stories have challenges and conflicts followed by struggle and resolution. They feature memorable characters. And they grab us. “Lost” personified classic storytelling elements.
 
Carve out a distinct position – How many reality, medical and law enforcement shows are there on TV? Certainly enough to exceed two hand counting. “Lost” stood out. It was the only show of its type on the air. It wasn’t everyone’s cup of tea, but it became one of the best of all time in part because it was so distinctive.
 
We can apply these same lessons to our communications, branding and public relations efforts. A little “Lost” can get a company or organization found.

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