A Good Way To Engage The Public

Just read Ragan’s post about Southwest’s engagement via social media. They clearly get social media, how it’s about listening. I love seeing stuff like this.

I found their desire to name their PR command center “The Listening Post” particularly telling. Compare it, if you will, with Wal-Mart’s choice of “War Room”. One implies collaborative, engagement, respectful of it’s customers; while the other immediately screams adversarial. Seems clear which will be the best at mollifying the energy of critics.

This attitude works best to build ambassadors for your brand. These fans will be infinitely better at defusing potential crisis then even the best PR pros.

Your fans are a key asset. Invest in them.

My Views: The Latest Limbaugh Faux Pas

Years ago, I sat watching the tv, an early twenty-something sailor on leave in Oregon, sitting in the living room of a shipmate’s uncle. I’d lived some: spent some time in college before dropping out, studied music in college, managed a pizza place, went off to a vocational program in Oregon (I lived on the Oregon coast when I joined the Navy). Yet I was still quite naive in my world view. Through an odd series of fateful twists, I am now back in Oregon in this Portland suburb.

So, on that day, Rush Limbaugh was on television. I’d never seen nor heard of him to that point. Mesmerized, I digested the whole show. It resonated, but I’m not certain exactly why. I had long felt a core of anger, perhaps he captured that. I knew there were problems in the world. Limbaugh pointed fault at “them”; whether those dreadful welfare moms, criminals, or other nefarious destroyers of our way of life. Perhaps it was easy to follow along, these weren’t people I knew. Or at least realized I did. It’s easier to blame others than to look within when it comes to society’s ills. Of course, that’s a sign of weakness; even considering that any fault might lie within “us”: “liberal guilt”. It’s easier, I guess, to live within blameless denial.

Limbaugh’s hatred for Bill Clinton was immense, thus anyone close to him was fair game. On one show (much later) Limbaugh stated that he had a picture of the ugliest resident of the White House. Then up he flashed a picture of Chelsea Clinton, then junior high age. He went on about how she was the ugliest White House resident, except for maybe Eleanor Roosevelt. I felt a strong sense of distaste, and I wondered why his moralizing fans weren’t at all bothered about his sense of offense that this junior high girl wasn’t sexy enough for him. For me, at least, this was the trigger. Combined with my meeting these dreaded “others”: welfare moms, gays, and other members of society that Limbaugh hates, discovering they’re not only human, not only decent human beings, not only living a more moral/righteous life but that I actually admired them, any alignment with him died.

His treatment of Chelsea Clinton, all those years ago, makes me unsurprised by his attack on Sandra Fluke. That he would be nasty and abusive towards a young woman fits his mold completely. To be clear, I feel no rage. He and his adherents rage against the tide of change. Smug, clinging to absolution to any fault, no necessity of change.

Perhaps the question to be asked is what will be the long-term impact. Libaugh’s audience seems to entail three types of folks: 1) those who agree with him and share his views, 2) those who simply want to see what wacky/offensive thing he’s going to say next, and, lastly, 3) those who find him offensive and just can’t turn away. I doubt group 1) will ever leave him. Perhaps if his hypocrisy became too much. Perhaps. #2… they’re in it for the show. If he just became uncontroversial, they’d vanish. Then there’s #3. Will these folks turn away? That I doubt, too. Too many times have we come into this realm of offense, too often nobody’s departed. Thus, I doubt that he’ll be dropped, that he’ll vanish from the airwaves.

What to do about such a person? I don’t have an answer. For me, I find I have too much to do to worry about the rantings of a nasty, bitter old man. That’s my response. I don’t know if it’s better than anyone else’s. What do you think?

Reflecting on September 11

Early in the morning, 10 years ago, I dozed listening to NPR and heard something about a plane flying into a building in New York. Imagining a terrible accident, I rose, turning on CNN. I’m unaware of how much time passed before the second plane flew into the towers. At that point I knew this was deliberate; and horrible beyond imagination. The office manager of a church, I made my way there and we opened our chapel for prayers (it’s an inner city parish; unmonitored open doors are generally a recipe for trouble). A predominately progressive church, but with a diversity of political views, I heard angry diatribes about Bush’s destructive policies, to raging demands of blasting all Arabs to dust. My personal reaction was more complex, more focused on compassion; solidly progressive. Anyway, ten-years out, I’m trying to ascertain how this changed me.

Clearly the world changed. But I wasn’t at ground zero. Nor did I lose friends or family. My personal, direct impact was small. Yet, something(s) changed. For many, the change was a sudden awareness of the burning hatred so much of the world carries for the US. Having read such works as Zinn’s “A People’s History of the United States, I was well aware of my country’s list of offenses. So the venom directed at the US was hardly news. So that’s not it.

Air travel security seems an obvious change for us all. However, I haven’t traveled by air much since. Thus the impact on me; very minimal. I’m hard pressed to find anything else obvious. Perhaps it’s not so clear. So much has changed in ten years. How do I separate out 9/11 vs. the other changes of my life? Perhaps I need to look deeper than these minute details.

I have become more committed to my values. Embarking more deeply Christ’s commandments towards compassion. I see their value at deeper level than before. I am more committed to redemption, to eradicating fear from my life, and to layering peace throughout my life. I also try to think bigger picture. Such things as remembering the less dramatic heroes. Like the Canadian families who took in our displaced citizens when we shut down our airspace. Important acts of kindness during moments of horror. Hold those examples up.

My world is dramatically different now. Separating out the effects of the terrorist attacks is futile. Yet 9/11 influences me deeply; a small, tight thread woven throughout my life. My life, my being is the gestalt. These subdivisions merely academic and, ultimately, empty. Perhaps that’s the most fitting lesson to me of all.

Conspiracies

I just watched part of a show about 9/11 conspiracy theories (click here for more). Now, I’m no engineer (though have a great deal of related training), so am disinclined to argue the facts on either side of this debate. I lean towards to official story, though, My main criteria for this? For such a secret to be maintained would truly be a revolutionary event. These same people who can’t keep secret the next speech are going to keep THIS under wraps? The divergent and conflicting agendas within the federal government will work together in this instance?

Now, if there is some shadow org affecting such actions, the ramifications are amazing. Keeping such secrets with actions that would work across departments is something unique. Perhaps it’s possible. It escapes my observations, though.

Some PR Thoughts

Here’s a good post raising questions about all those “social media experts”. It’s easy, I guess, to become bedazzled by buzz terms (Twitter, Facebook, et al). However, if your company is looking to invest actual money in something like this, if behooves you to spend some time researching.

One site I learned about from this, though, is Help A Reporter Out. Peter Shankman’s effort to connect reporters with good, solid sources. It looks like a great way to help both reporters get in front of real sources (not just PR shlocks) as well as get good PR folks in front of relevant media. One of those real solid “win wins” we hear so much about.

Swine Flu, Media, “Us”

Lately, much has been pontificated online about media hyperbole surrounding the Swine Flu. I offer something of an apologia for the current state of affairs here. Mainly, the issue stems from “the public’s” inability to pay attention to anything without an immense headline. Well, unless it has to do with a celebrity’s underwear habits, but I digress. My frustration for this element of society goes deep.

Television news focuses on the shallow, sound-bite, executive summary. Brief, quick, gone. It amazes me, to this day, that so many people use this as their primary information source. So quick, vacant and empty, full of alarmist notions and language. You see this, however, within print as well. Particularly, headlines. Most of them are barely connected with a story’s content. And many people don’t read a story past the headline.

Long ago, I gave up on this as a source of information. NPR took on a piece of it, as I have often had some commute time. My preferred source, for the longest time, was print. In my heyday I would read the New York Times, Wall Street Journal and Seattle Times daily. Now, with the web, my information comes from a variety of sources. Ironically, the above are still part of my routine, just intermixed with others.

With this, I think the growth of the internet has been grand. It’s best to head to, say, the CDC for information versus Faux, er, Fox news. Plus, the ability to comment on stories, whether on your own blog or in the comments section, helps ensure balance. Yet, I wonder, if perhaps the abundance of information makes the natural inclination worse.

Government tries to navigate this fine line. Get information out, accurate and action oriented. However, people don’t tend to pay attention unless there’s doom in the language. Add to that, though, that people have a sort attention span. If the doom/gloom fails to materialize quickly, the mind will turn to vapor. Play the alarmist card with caution!

As internet access to continues to grow, and understanding of its use grows as well, I hope to see a decrease in these alarmist events. That we become better consumers of information, and better able to focus our efforts effectively.

UPDATE: My local paper, The Everett Herald has a decent piece on this.