By Alayne Martell
To start, a confession – I’m a bit of an Olympic junkie. More specifically, the winter games fuel my fire way more than their summer counterparts. While I can’t remember feeling this Olympic enthusiasm back in 1988 when the games were in Calgary, I have certainly been captivated as our great country prepared to host the 2010 Olympics on home soil.
As the games got closer, it was apparent that the unofficial Olympic sport of pin trading was going to have some competition this go around; social media was poised to step onto the Olympic stage and this has become the first truly social Olympic games.
For an Olympic junkie like myself, the ability to follow Olympians’ tweets and get up to-the-second results on my mobile phone seemed like it would be my own personal Olympic utopia. But then the Olympics started. After a few days in, I am not convinced this new social aspect of the Olympics is a good thing.
Perhaps it was the prolific accounts of Georgian luge athlete Nodar Kumaritashvili’s horrific death or maybe it was the constant criticizing and mocking of every detail of the opening ceremonies (the performers are lip synching, the cauldron is broken, why are all the drunks chasing Gretzy as he holds on for dear life in the back of a pick-up truck, etc.) that has put a bad taste in my mouth. I can’t help but wonder if people actually consider that Nodar has a mother who could be reading this stuff or that the opening ceremonies are a celebration of our entire sporting world and more specifically, our country. Is there no respect in the social media world?
I put an unusual day one aside and was ready to embrace the competition with this new social media eye view. Then I realized that despite all the lists created to help you follow Olympians on Twitter, there was not a lot of information out there. I think a big reason for this is the IOC’s rather vague blogging guidelines that quite literally has Olympians scared to break the rules. On the other hand, you can’t help but think that these athletes, who have being training for years, must have better things to focus on than throwing out 140 character snippets during some of the most important moments of their lives. And really, I guess it’s a bit selfish of us to expect it.
While it is strictly a personal opinion, I don’t think any social media platform can compete with the excitement of sitting on the edge of your seat in front of your television as you cheer on the athletes going for their personal dream. The only thing that could possibly compete with that? Actually being there.
By Linda Forrest
While I was on maternity leave last year, inmedia went virtual, meaning we sloughed off the shackles of the commuter lifestyle and now all work remotely, communicating regularly by phone, email, Twitter, smoke signals… As such, earlier this week was a banner occasion when inmedianauts from around the country and across the globe gathered in Ottawa for briefings on a new client that we’ll be launching later this month. To most people, it isn’t novel to see one’s coworkers but for us it is. We’ve quickly established effective systems and processes that enable us to work as a cohesive unit, whether we’re in the same time zone or not.
Companies like ours have so many resources at their fingertips that enable telework to, well, work. With information in the cloud or on remote servers, we can all be connected to our data, and to each other, with ease. The telephone works well – we’re all talking to one another every day as well as to clients, prospects and media and analysts – as does email and Twitter and LinkedIn.
Should we actually need to physically be in one another’s presence, we can converge on a shared workspace like the CodeFactory, as we did earlier this week. As @FrancisMoran noted earlier this week, most of our clients never saw our office and there are multiple clients for whom we’ve done scads of work yet have never met face to face.
It was nice to see the rest of the inmedia team in person earlier this week, but it did remind me that while there’s something to be said for “face time,” we are pretty damn effective as a virtual unit.
By Linda Forrest
Mickey Mouse, that is.
I just returned from another glorious vacation to Walt Disney World, our first trip with our toddler. We had an absolute blast. The weather was great, the food incredible, our accommodations spacious and affordable, and as usual, the customer service we received was outstanding. This is our fourth trip to Disney since 2004 and every time, we’ve marveled at the incredible customer service and impressive systems in place at the parks, restaurants, cruise ship, hotels, even the parking lots to ensure the best experience possible for the guests.
In fact, Disney has written a (the?) book on customer service called Be Our Guest that details all the elements of superior customer service that the company works so hard to achieve. Most of the time, it succeeds.
Traveling with a little one, you’ve got a lot of gear to lug around. Inevitably, things will get left behind or misplaced. So exceptional is the lost and found system in the parks and on the entire property that even though we lost several items over the course of our stay, most of them came back to us – from our son’s beloved stuffed animal to our rental car keys (thank god!)
It’s the systems that the company has in place that make it almost impossible to do the wrong thing.
For example, when they’re filling the massive parking lots for the parks, there are dozens of staff in the parking lot directing traffic so that the cars coming in single file are parking in order, side by side, with no room for error. There’s no parking willy nilly, instead it’s an orderly process and makes things easy for the staff and the guests. Clear signage makes it easy to remember where you parked and trams shuttle guests from their cars to the front gate on an endless loop.
Another great example is the proliferation of garbage cans on the property. Extensive studies were done to see how far a guest would be willing to walk to deposit trash in the proper receptacle, rather than just throw it on the ground. Subsequently, trash cans were placed at these specific intervals and this, paired with the many people cleaning the park, results in an almost impeccable environment. It would be more difficult for guests to litter than to just place their garbage in the trash can.
How does Disney do it?
The company works tirelessly to gather visitor data, with researchers at the entrance to the park surveying the guests, and now even some touchscreens in rides that ask questions, ostensibly to enhance the rider experience, but clearly to also gather market data.
The amount of staff it must take to operate a park on a daily basis is bewildering, but there’s always a friendly “cast member” whenever you need one. I have yet to encounter someone there who doesn’t seem to love their job, though a quick search on the internet sees that some ex-staff refer to it as Mouschwitz, which doesn’t exactly communicate happy images. Still, I can only speak to my experience as a guest, and that, on the whole, has been wonderful.
The magic one feels at a Disney park takes a lot of work, but no company does it better and you’d really have to try hard to have a bad experience on those grounds. It’s a well-oiled, well thought out machine and what it produces is nothing short of, well, magic.
By Francis Moran
It might be an oversimplification on my part, but from where I stand, much of the global debate around what to do about climate change has split along a fairly classic left-right axis. Those on the progressive end of the spectrum have embraced the environmental benefits of reducing anthropogenic climate change and often cast the debate in traditional liberal terms such as mitigating the impact on the poorest people on the planet, cutting our dependence on fossil fuels and the often-corrupt regimes governing countries where such fuels are to be found, and halting runaway consumerism. For many on the farthest end of the spectrum, fighting climate change is a natural outgrowth of their anti-capitalist convictions.
People on the right, on the other hand, are over-represented among the climate-change skeptics and even when they do acknowledge that something untoward may be going on, they consistently sound dire warnings about the economic disruption that will surely befall us all if we do anything significant to address the situation. Free marketeers and advocates for the smallest-possible level of government involvement in our lives are practically default members of this side of the debate.
There are always exceptions to be found but I don’t think it’s any coincidence that it was a Liberal government in Canada that signed the Kyoto Protocol — albeit without ever doing anything substantial to meet our treaty obligations — while it is a Conservative government that has swiftly back-pedaled away from making any concrete commitments. Similarly, south of the border, the last Republican administration wanted to have nothing to do with the issue while the current Democratic president and Congress are far more engaged in the debate.
I don’t want to belabour the point but a quick Google search finds the following two rather representative comments among hundreds of blogs whose writers have opinions about global warming, its causes and what we should do about it that align rather predictably with their self-identification as liberal or conservative.
“Now world leaders, and even some liberals, are calling man-made climate change what it truly is, a hoax.” — Conservative Politics Today.
“Physical evidence of global warming is widespread and startlingly significant.” — U.S. Liberal Politics
As with many left-right splits on issues of compelling human interest, I find myself a bit bewildered by the near-complete binary nature of this one. While I have no difficulty understanding the motivation and point of view of the left-wing campaigners, I am astonished that those on the right can’t see that, within what I believe is an incredibly urgent requirement that we swiftly and decisively move to reduce greenhouse gas emissions and mitigate the impact of climate change, there resides an almost unprecedented economic opportunity that ought to warm the cockles of the fattest-cat capitalist.
That’s why I so so enjoyed a blog post I read over the holidays by Ron Pernick, managing director of Clean Edge, Inc. and coauthor of The Clean Tech Revolution. In a column titled, “Don’t think of a solar panel,” Pernick said we need to reframe the debate so as to attract the support not just of “Birkenstock-wearing, back-to-the-earth, environmentalists” but also of the innovators, the entrepreneurs and, yes, the nakedly capitalist and return-hungry investors (my terms, not his) who will underwrite the massive changes that must take place.
“We should be framing the clean-tech revolution not in the context of something as amorphous as climate change and as divisive as cap-and-trade, but instead on job creation, economic competitiveness, energy independence, and national security,” Pernick wrote. ” Instead of leading with carbon offsets, cap-and-trade, and climate mitigation, we should be focusing on energy independence and security; clean-technology innovation; green-job creation; and global resource management and leadership.”
I’ve never made any secret of my socially progressive political views.Indeed, I have often joked that from where I sit on the political spectrum, Canada’s sort-of-socialist New Democratic Party looks dangerously right wing to me. And yet, at the same time, I am a business person, an entrepreneur and an investor of capital in technology and other companies. I see no contradiction in this whatsoever. Reframing the climate change debate as Pernick suggests leaves no contradiction for others who, like me, can’t identify with either the left or the right on this one.
By Linda Forrest
Like many people, I rang in the new year with friends and loved ones at home, watching the famous ball drop in Times Square on television. With a little one at home, it wasn’t feasible to go out for the evening, and so when relegated to sticking around the house, it’s inevitable that we were drawn to watching one of the many new year’s eve specials on television.
We settled on Dick Clark’s Rockin’ Eve, not because of the entertainers appearing, not because of any particular allegiance to the network it was shown on, nor because the television happened to be on that channel. Rather, we consciously sought it out, so ingrained into all our brains is the brand that is Dick Clark’s new year’s eve special. When I think new year’s eve and television, I think Dick Clark. The fact that Clark has been felled by ill health that has impacted his ability to host the program itself and so foisted Ryan Seacrest upon the viewing public is sad, to be sure, yet we still tuned in. In our case, not to see what J Lo would wear, not to gawk at the ailing state of the iconic Clark, but just because the program itself is such an institution, has such a strong brand.
Before we settled on Dick Clark, however, we wandered the proverbial dial, seeing what else was on. A lackluster performance by Britney Spears in a fountain in Las Vegas was the only game in town, television-wise, from 11pm when Fox started its terrible programming. Some would argue that terrible programming is keeping in line with Fox’s established brand, but I digress. It was sad to see Spears performing amidst a line-up of nobodies. Though it was a boost to the ego to think that they were letting just anyone perform on live television like that; maybe I’ll whip up a song and dance number for next year’s special. Stay tuned!
The other channel we had the misfortune of stopping on was CNN, the most trusted name in news. While Gawker has a thoroughly cheeky recount of the night’s events, to me this programming was the most egregious mistake by a big-name media company on a night full of trainwrecks. CNN has branded itself “the most trusted name in news” yet the buffoonery of a raunchy comic and a respected anchor was far beyond good taste. I wouldn’t trust Kathy Griffin to cross the road, let alone entertain people to ring in the new year. While Gawker points out that CNN, which is struggling in the ratings, needs Kathy more than Kathy needs CNN, it’s unfortunate that the network felt it had to corrupt its branding so flagrantly in order to attempt to lure viewers. As we’ve written about previously, poorly conceptualized stunts like this don’t work, rather, they tend to turn people off.
We’ve been marketers long enough that we’ve helped guide companies through rebranding and new identities and what we’ve learned is that your true brand is not what you thrust upon the marketplace but rather how your customers and the public at large identify your company and its offerings. That’s where Dick Clark got it so right for so many years and CNN got it so wrong. When you deliver something expected, customers are pleased. Likewise, when you provide something totally antithetical to what they’ve come to know from your company, they’re confused and put off. Valuable lessons to learn for all of us.
Happy new year to all! Best of luck for 2010; may the year be healthy, happy and prosperous for everyone.
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Finding new ways to tell the same story
December 23, 2009 by Linda Forrest
By Linda Forrest My husband and I went to see Avatar over the weekend. Wow. The visually stunning spectacle has been director James Cameron’s pet project for more than 10 years, his last major theatrical release being a little movie called Titanic. The movie is in 3D but it’s so unobtrusive and simply enhances the […]
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Do not go gentle out of that Good Morning (America)
December 14, 2009 by Linda Forrest
By Linda Forrest There’s a good reason our blog was so quiet last week. We’ve been incredibly busy launching the world’s first bionic finger, Touch Bionics’ ProDigits, to the worldwide media. We’ve had tremendous uptake on the story from all sorts of media all over the world. I’ve thoroughly bastardized Dylan Thomas in this post’s […]
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Tis the season to make predictions
December 07, 2009 by Linda Forrest
By Linda Forrest A quick browse through my Google reader shows that it’s that time again. No, not the holidays. It’s time to gaze into the marketing crystal ball and make bold predictions about where marketing dollars will be spent in the upcoming year, what communications trends will appear and how we as marketers can […]
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Word of the day and word of the year
December 01, 2009 by Linda Forrest
By Linda Forrest Several items in my Google Reader caught my eye this morning. Being the amateur philologist and word nerd that I am, titles about “word of the day” and “word of the year” are assured to be clicked. EMarketer’s word of the day is cyberdisinhibition. Notwithstanding that it may not, in fact, be […]
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Communicate important messages to your market in a timely fashion or face the consequences
November 26, 2009 by Linda Forrest
By Linda Forrest A strange and perhaps first-of-its-kind legal situation caught my eye yesterday. A senior executive from DefJam Records was arrested for not Tweeting. Yes, you read that correctly – he refused to Tweet when the police demanded it of him and he was arrested on a litany of charges. But, let’s back up […]
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Pretend the word “solution” doesn’t exist. Now, what do you actually do?
November 23, 2009 by Francis Moran
By Francis Moran At the peak of the dot-com and telecom bubble at the beginning of this decade, my wife, who is also a technology marketing strategist, and I often amused ourselves by imagining the response we might get if we created an entirely fictitious company and put up a website that employed all the […]
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If reading this post cost you $1.95, would you pay?
November 19, 2009 by Linda Forrest
By Linda Forrest There’s a war going on on the internet. A war between traditional content providers and consumers. Ironic, given that the battle is over a communication channel, that what we have here is a failure to communicate. It’s been impossible for me to avoid information lately about paid content on the internet, subscription […]
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Canadians: you can add a Kindle to your Christmas list
November 17, 2009 by Linda Forrest
By Linda Forrest Finally, Amazon has announced that its e-book reader, the Kindle, is available to Canadians. While much of the rest of the world has been happily e-reading for quite some time, we’re just now being graced with Kindle’s presence, something I wrote about last month. While I’m an avid reader, I can’t quite […]
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