Archive for the ‘internet’ Category
I spent a week with my mom this month. It was the first anniversary of my dad’s death, and it had been a while since I’d seen her, and I thought it was a good time for me to be in Cape Breton. So there I was.
Spending time with an 88-year-old where my access to the Internet was distinctly limited changed my behaviour a little bit. Rather than sitting in my second-floor office typing, I spent a lot of time with her, talking. Or listening to her. I think she’s a bit lonely, and having another person in the house made her want to talk. So I let her.
And so, one day we ended up in Baddeck. Baddeck is a tourist town at one end of the Cabot Trail in Cape Breton. It’s probably best known for its association with Alexander Graham Bell, who lived there for a long time and built the Silver Dart, the first plane to fly in the British Commonwealth (in 1909) and the HD4 hydrofoil that held a speed record for boats for 20 years, and was a giant booster of Cape Breton as a place of pastoral beauty.
Today, it’s got lots of gift shops, ice cream, a museum or two, and a stunning bay full of pleasure boats. And an antique store. We went into the antique store, which had some interesting books (which I didn’t buy), some neat militaria (which I found interesting), and some china (my mom found a lovely cup and saucer). When she got to the counter with her purchase, I jokingly said “Thank God you don’t have any fountain pens, or I’d be in real trouble here.” At which point the proprietor brought out the fountain pens, and I walked away with a classic black and silver Parker 51 for twenty bucks.
It writes like a dream. I’ve used it in a notebook, on some paper, and in a handbound leather journal that I bought in Pisa at Legatoria Dante. Why am I telling you this long preamble? Because of a column I read in my morning paper. In the column, titled “The end of the printed word, revisited”, journalism professor Andrew Cohen argues
“Just when you thought that ink was over and paper was passé, along comes word that the world of books isn’t disappearing after all. In fact, its death has been greatly exaggerated.
Skeptics of the virtual life are scorned as Luddites or antiquarians. With the arrival of every new laptop, tablet and smart phone, we are to fall on our knees in wonder and gratitude.
In two particular but significant ways, though, we may be having second thoughts. One is how we are reading. The other is how we are writing.”
Plainly put, this is a bollocks straw-man argument, which Cohen himself proves in the column. As Shel Holtz so frequently says, “New media does not push out old media.” E-books don’t mean the end of paper books. TV didn’t end movies. The keyboard hasn’t ended the pen. About the only things that have almost entirely disappeared that I can think of are the typewriter, the floppy, and the 8-track. And even typewriters are still being sought out (by the nichiest of niche markets, mind you). The car and the motorcycle didn’t eliminate the bicycle or the train.
I suspect that nobody’s ever made the kind of statements that Cohen uses as the basis of his argument. I love technology. I started using computers with my TI99/4A and haven’t stopped since. I have an e-reader (thanks to a contest run by blogger Andrea Tomkins); I have shelves and shelves of books. I have an iPod crammed with music, and I have hundreds of CDs. I have a computer I’m using to write this post. I have my pens and books to write thoughts and ideas and stories and yes, sometimes blog posts too.
Sometimes I read things digitally. Other times I want a printed version. Sometimes I grab my iPod. Others, I pop in a CD. Or I plug headphones into my computer. It’s not about either-ors. It’s about options. None of us are binary. When it comes to technologies, we’re all omnivores. Dichotomies in this world are all false ones.
If you read or hear something suggesting that A means the end of B, or that the writer or speaker is a member of a scorned minority by virtue of not liking this or that piece of technology, or social media, or whatever — do yourself and the person in question a favour. Politely tell them they’re wrong, and that reducing the remarkable complexities and subtleties of human behaviour to a binary choice is silly.
Because I’ve spent a lot of time over the last few years teaching at Algonquin College and at Eliquo Training and Development, and because I’ve done a fair amount of speaking on social media and communications topics, I’ve found myself doing lots of “social media 101″ talks. And I’ve written dozens of posts here under the “how-to” or “SMB101″ categories, which are posts particularly useful for people trying to get started in social media.
Do I find that repetitious or tiring? I suppose that would be possible. But as I’ve been doing this, I’ve become more and more convinced that even though “going deep” is appealing, business as a whole is still at the beginning stages of exploiting social media.
Given that social media has been a “thing” for a number of years, the following stats may surprise you:
- Two-thirds of businesses in one survey said they weren’t doing any social media monitoring for business purposes.
- Nearly half of people with smartphones look up information on a product they’re considering buying right there in the store. And more than 40% people will not return to a website with a crappy mobile experience.
- Four out of 10 businesses either seldom or never monitor online reviews about their business. And yet… sentiments expressed about a product online have been shown to reduce customers’ willingness to pay.
- Three-quarters of small business have fewer than two people dedicated to social media.
- Six out of 10 small businesses spend $100 or less on social media.
These stats, and the feedback I get from students, tell me that while those of us who think about social media all the time are busy talking about some of the minutiae, trying to figure out the latest changes to the Facebook algorithm, and pushing the discipline forward, a large portion of the people who are actually working with customers are still trying madly to figure out if and how to do a blog, start a Facebook page, or get on Twitter. And another large group of businesses have started using some or all of those tools, but are floundering.
While it’s a joy to be on the cutting edge, it’s important to realize there are a lot of people out there running businesses who are just struggling to get by. It’s easy to say “Well, they just need to buckle down and get going,” but it’s nowhere near that easy to DO. Let’s not leave them behind.
Earlier this month I wrote about taking public stands as a business. One of the elements of that post was that you want to be listening to the conversations taking place around the issue, and around your business. Ideally, you should be doing that on an ongoing basis.
I also wrote about developing a “listening strategy.” Maybe you took those posts to heart. But, you say, you don’t regularly monitor social media? Too difficult? Too expensive? Pshaw.
Yes, you can spend money on a commercial social media monitoring service. There are lots out there. But maybe you don’t have the budget for that. Well, In a few steps, you can have a listening post set up that might not be as exhaustive as some giant corporate operation, but is certainly going to be better than ignoring conversations.
Step one: Get your Google on.
There’s more to Google than just searching for that store that sells those gadgets you need. You can use tools like Google News, Google Blogsearch, in tandem with RSS feeds and/or Google alerts to know exactly what is happening in your industry, when someone writes about your competition, or when a blog covers a topic of interest to you or your business. Don’t forget about Youtube searches as well.
Step two: Say yes to RSS.
The geekosphere mourned the loss of Google Reader when it was shut down on July 1, 2013. But there are alternatives, like Feedly. What are these things? Here’s my simple description. Websites, Google searches, and all sorts of web-based tools all generate something called an RSS feed. That feed gets updated every time the site is updated. Feedly, and other RSS readers, grabs all the feeds you want and creates a newsstand on your screen. You can skim through hundreds of websites in a couple of minutes, keep the articles you think are worth keeping and forget about the rest. To try to visit an equivalent number of sites would take HOURS. This is a huge timesaver.
Step three: Make it a nest-y habit.
Make checking this part of your daily routine. My recommendation: First thing in the morning, when you turn on your computer or tablet, you check your e-mail, right? Then you do the same thing with your RSS Reader. You then flag anything that’s of importance and act on it — give it to an employee, respond, make phone calls, put it in your follow-up file — whatever works.
If you do this? You’ll be further ahead than the majority of businesses, as you’ll see by this late-2012 study that found that TWO THIRDS of companies aren’t monitoring social media for business purposes.
Got a question about setting up your listening post? Leave a comment. Like this kind of post? Click on the “SMB101″ or “Tips” tags just below! Need a little help or support setting things up? No problem – contact me.
(photo: Creative Commons licenced by Flickr user Elliott Phillips.)
I do a lot of teaching. Either formally in a classroom (like at Eliquo Training and Development), or over a coffee, or as part of a consulting job for a client. And one of the things that always gets covered first, or nearby, in building social media strategies is… LISTENING.
Why? The answer relates to one of the fundamental differences between businesses working in the social media universe and the pre-social media universe.
Here’s my rant about listening:
Back in the day, “listening” was more or less equivalent to the research that your organization could afford to do. It was made up of activities like focus groups, market research, surveys, and the like. You did it when you chose to. And then you chose to either act on what you learned or ignore it, and enjoy or suffer the consequences. Occasionally, people would self-organize to boycott a brand or give it some sort of cohesive message. But that was far from common.
When the use of social media tools went mainstream, all of a sudden people discovered they could talk with each other online. And even if they weren’t directly interacting, there were sites that aggregated people’s feedback and opinions. Didn’t like a movie? You could complain about it on an IMDB forum. Love your local coffee shop? You could share the love with the world!
Those conversations and aggregations are happening now, and will continue to happen. If your business has a public face, chances are that some of those conversations are about you.
If you start using social media like the old school, push-out-the-messages marketing tools, you run the risk of annoying or alienating people already talking about you. If you attempt to shut down those conversations as “threats” to your brand, you risk the “Streisand effect.” And if you ignore the conversations, you come across as uncaring.
So the best choice is participate. But to do that, FIRST YOU MUST LISTEN. It isn’t that hard. There are lots of tools out there that you can use to create effective listening posts. RSS readers (I like Feedly, now that Google Reader’s gone); Google Alerts; Twitter clients like Hootsuite or Tweetdeck… The tools are there, and you can set things up fairly quickly. Once you take the time to set things up, it’s not that difficult to consume a great deal of information about your organization and respond to whatever you need to in a short amount of time.
If you’re a larger business, you likely have resources set aside to do this. If you’re smaller, you may not. Whatever your situation… don’t you want to be on top of this? If you want some help with that, let me know.
One of the things that social media offers EVERYONE is the chance to present important work to the world in engaging ways. Proof? Just look at a map from the James McGregor Stewart society in Nova Scotia. I think if you read this post, you’ll see that even the most underresourced organization can use online tools to do good work and spread it.
The James McGregor Stewart Society, a small voluntary group with a single summer intern, has managed to pull off in a month what the Disabled Persons Commission of NS (annual budget: $600,000) and the Nova Scotia Human Rights Commission ($2.1 million) have not achieved in the decades of their existence.
It has surveyed the accessibility of MLAs offices throughout the province. The results will not be a source of pride for Nova Scotia or its legislators.
So, the back story:
The James McGregor Stewart Society’s prime mover, a guy named Gus Reed, got a question from his intern. She wanted to find out how easy is it for people with disabilities to meet with their elected representatives? So, simplicity itself. She phoned each of the 52 MLAs’ constitutency offices and asked them some very simple questions about accessibility. Here’s what they asked:
- Does your office have parking? If so, is it paved? Does it have designated accessible spots?
- Is there a power door button?
- Is your entrance accessible (level, ramped, and / or elevator?)? Does it have a portable or other questionable ramp? Does it have a step or stairs?
- Is the washroom large enough for a wheelchair? Are there grab bars and/or a wheel-under sink?
- Is your office on an accessible transit route?
With this, they assigned points so that MLAs could score between -1 and 6.
Here are the results:
The mean score was 3. Keep in mind, you could get a 3 by having a disabled parking space at your office and having a door at street level. If you had an accessible washroom you’d get a 5. So a mean score of 3 is not exactly inspiring.
I spent a little time trying to get a handle on the Nova Scotia government’s accessibility policy. As best as I can understand it, buildings constructed since the 1990s, or buildings that have changed their purpose (from a house to a retail store, for example) are required to conform to the provincial building code, which mandates a number of measures to ensure disabled people can get access. (The building code regulations are here, and the province’s 1986 Building Access act is here.) Unfortunately, calls and emails to the province’s Human Rights Commission and Disabled Persons Commission resulted in little useful information. However, a cheerful fellow at the provincial department of Labour and Advanced Education (which is responsible for the building code) walked me through the regulations so that I got a cursory understanding of them.
The shameful level of accessibility is one thing. But I’m not an accessibility blogger – I’m a PR and social media blogger. So I’m gonna take on that aspect of this.
What really caught my eye in Parker Donham’s post was that nobody else had done this sort of survey before. Certainly, it’s not a technical challenge; simply pick up the phone 52 times and you’re done.
But what social media now offers is the opportunity to disseminate these findings in a graphically-rich way quickly, easily, and widely. No wire service needed, no fancy-dan graphic designers. Just Google Maps, Blogger, and email.
I spoke with Gus Reed on Skype on June 6, and he told me they weren’t sure what would happen with this survey. With no staff, the James McGregor Stewart Society has no “machine” to churn out a mass of followup documents. And this story may not make a dent in the media or in Nova Scotia government policy.
I want to draw out some public relations and social media lessons for both activist groups and for those who are their likely targets — large corporations, organizations, or government.
- Do solid work — like calling all 52 constituency offices, and tell your story well. Don’t focus only on media attention. A well-told story, like “people in wheelchairs can’t participate in basic democracy” is going to make people stop and read. If your work is shoddy or bloggers or media get burned, though, good luck getting someone to listen a second time.
- Use the resources you have at your disposal. In this case, the society has a blog on Blogger. Sure, they could get more fancy. But they haven’t. They used Google Maps to visualize and annotate their data. Gus Reed used Skype to give me more information.
- Have a plan. Even if you’re not going to push hard on the media front, doing the work requires followup. What will your next steps be? Once you do them, what’s next? Even for voluntary organizations with no staff, this stuff isn’t a closed circle, it’s lather, rinse, repeat. (Hint: there are lots of municipalities in Nova Scotia to look at, Mr Reed. Hint 2: There are 12 other legislatures that groups could survey in exactly the same way.)
- Do not look at this as a threat. Look at it as an opportunity. Even if it’s critical. And especially if, deep down, you know the criticism is well-founded.
- Do not ignore small organizations as powerless. The “amplification effect” may leave you chasing down a forest fire.
- Respond. Promptly and substantively.
Not so long ago, my friend Dennis posted an infographic about the misuse (accidential or wilful) of data in infographics. In a handy infographic format. I’m going to take the opportunity to embed it below. It’s worth keeping.
But Dennis’s nifty graphic only tells us about one place where we can be led into temptation — the infographic.
I happened upon a newsletter today that made me think of how easy it is to make marketing and communication decisions or take action based on information that should be questioned.
Mobile Commerce Daily reported on May 29 that “44pc of shoppers will never return to sites that are not mobile friendly: report.” The story is based entirely on a survey carried out by US software company Kentico, which makes content management systems. Kentico issued a news release about the survey on May 28, but it could be that the newsletter had an embargoed copy of the release.
The information is interesting. For example, it says that nearly 9 in 10 people with smartphones use them to compare products to competitors. And 45% do it right in the store, underlining the practice of “showrooming.”
But… in the newsletter story, there’s no information at all about the survey data. Even more frustrating is the lack of a link to the source data. I tracked down Kentico, then hit their press centre, where the news release about the survey sits. If you go to the Kentico site, you discover that the data-gathering part of this survey consisted of “More than 300 US residents 18 years old and over participated in the Kentico Mobile Experience Survey, conducted online during the month of April, 2013.”
Now, a survey sample is neither good nor bad. The point is to understand that sample. Was it a random sample? Did the participants selfselect? I couldn’t tell anything more than what I just said, because Kentico didn’t link to the survey itself or a more detailed report of its findings.
I contacted Kentico’s PR company, and Chris Blake of MSR Communications was prompt, open and detailed in his responses to my questions. He gave me demographic information that SurveyMonkey, the tool they used to do the research, provided, and a copy of the questionnaire. After a brief perusal of some USA census data, I learned that their sample of 300 people skewed only slightly more male, somewhat older, and way more educated than the US general population, for one thing. And the data provided on their sample gives me a sense of the potential sampling error rate (while Chris Blake suggests a ±5% margin of error, I’m thinking more like ±10%).
I don’t think there’s ANYTHING bogus about the survey results here. But I needed to take a fair amount of time to convince myself of that. And there are many occasions on which I find the data or survey results so problematic that I forget about using them.
There’s a flood of survey results and other materials that get published by the originators of the information, by newsletters, and by people like me every minute of every day. It’s easy to take everything at face value. But think twice. As a teacher of social media, I’m constantly looking for good data to share with students. As a consultant, I’m looking for information that I can use to help clients make sound decisions. But it is dangerous to see a newsletter article and use it to tell students or clients to base their actions on the data it contains.
Back in the days when ink and paper cost money, I understand the need for brevity and concision. But these newsletters are electronic. Pixels don’t cost anything but the time to write. And if you’re not going to disclose proprietary or competitive information, why not make as much information as you can readily available?
The more easily people like me can peruse your research, the more likely we’ll be to accept its conclusions. The more difficulty we have understanding the process behind the numbers, the more skeptical we become (or at least the more skeptical we SHOULD become).
And if you’re in business and trying to grapple with the challenges of communicating using social media, either desktop-style or mobile, make sure to ask questions EVERY time you see statistics and survey results. You don’t want to have to explain to your boss why you made a bad marketing or sales decision based on data you found in a press release and didn’t vet.
It’s too generous to assume that just because someone writes a newsletter, they’re doing your due diligence for you.
Here’s Dennis’s great graphic:
As the tragedy of the Rana Plaza in Bangladesh unfolds, I’ve been thinking about something that happened more than 100 years ago.
In April 1911, a tragic fire in a clothing factory in New York killed 146 garment workers at the Triangle Waist Company and injured 71. Until 9/11, it was the second-deadliest disaster in that city’s history.
When I was a kid, I saw a TV movie based on this tragedy, and for some reason it stuck with me. Perhaps it was because at about 13, I was watching child actors portray workers in danger at the factory and dying from burns, or from jumping from the 10th storey or higher, as the flames became more intense.
And that fire’s come back to me now as rescuers give up hope in Dhaka and the body count rises past 400. The dead in New York in 1911 were the bottom of the barrel. They were recent immigrants, young women, desperately trying to gain a foothold in their new country. They worked making women’s blouses (known as shirtwaists) nine hours a day Monday to Friday, and seven hours on Saturday, for the princely sum of $12 per week.
When the fire broke out, apparently when someone dropped a match or cigarette in some cloth scraps, it raged through the factory, helped by the fact that far too much scrap cloth had been left in bins. And the doors to the factory were locked.
So the workers tried to escape. The fire escape, a compromise between the factory owners and the city, was shoddy, and 20 workers fell to their deaths when it collapsed and fell 100 feet to the ground.
Horrified onlookers watched dozens of people leap from the building, some described as “living torches.”
Now compare that to the thousands of garment workers in Bangladesh, making less than $40 per month as compensation for their contribution to the Bangladeshi export economy, which accounts for 80% of the nation’s exports.
The tragedy of this collapse is infuriating, given the fact that the building was constructed without the slightest apparent regard for building code regulations, and that the owner apparently tried to escape the country once the collapse occurred.
And when it was discovered that Canadian brand Joe Fresh was one of the brands being produced there, Canadians began to ask themselves whether they should be buying cloths. Talk of a boycott of Bangladeshi products began.
The issue was then complicated by people pointing out that a boycott of Bangladeshi goods might well result in hurting the very workers that it was intended to support and assist. As the Globe and Mail’s Doug Saunders wrote:
“The garment boom has reduced poverty sharply and raised the status of women. This has coincided with a five-year period of democratic stability. But the cities are corrupt and virtually ungoverned – almost certainly the root cause of the building collapse. Changes to building codes, safety standards and hygiene are unlikely to happen unless pressure comes from outside.
We know it can work. In 2010, Dhaka’s garment workers held huge protests: They won a historic minimum-wage increase of 80 per cent, to around $50 a month. And pressure from North American companies, chastened and embarrassed by events such as last year’s lethal fire, has increased safety and working standards in factories that sell to the West. Similar pressure can force companies to pay workers fairly and keep them safe from disaster and abuse.
The garment boom has helped reduce poverty in the West (by reducing clothing costs) and in the East (by providing wages far higher than subsistence farming or casual labour). The next step is to remain connected, and to demand the sort of workplace standards that should be universal. Bangladeshi workers should have the same protections that our own workers won, through tragedy and horror, a century ago.”
As you can see, I’m far from the only person thinking about this tragedy and relating it to the Triangle fire.
When over decades, living standards for workers in the West increased, and worker protections increased apace, we’ve seen that production go overseas, to places in which those protections and standards don’t exist. The Bangladeshi workers share many characteristics with their sisters who died 100 years ago.
But knee-jerk reactions don’t make for concerted change. It’s important for us to learn and to listen to those who know more about what’s happening on the ground, and then to figure out what the best thing to do is and to try to help our fellow man and woman by supporting in the BEST way possible, not simply the one that makes us feel good. And if we truly believe this is an important issue, we should be willing to act in a more substantive way than just clicking like on a Facebook page or signing an online petition.
Here’s a documentary about the Triangle fire that I found on Youtube.
Here in Canada, yesterday was budget day. This is a major event on the political scene in Ottawa. The leadup lasts for days. The Finance Minister goes to get new shoes for each budget speech (it’s a tradition with unknown origins), and that’s always a media event.
Leaks and trial balloons abound in the media as speculation mixes with officials sliding out ideas to gauge the public’s reception.
And on budget day, dozens of journalists, stakeholders, analysts and generally big-headed people are locked in hotel ballrooms, sans Blackberries and iPhones, getting sneak previews and briefings so they can sound intelligent when the Minister of Finance rises in the House of Commons at 4 pm to deliver the budget.
One of the big storylines this year is that the Department of Finance is using social media as never before. They’ll stream the speech. They’ll have an “enhanced” buget speech with extra features. And they’ll be tweeting the budget.
All of this is great. Except… It’s more than likely just a stunt to “get the budget messages out.”
The leader of Canada’s Green Party, Elizabeth May, told CBC Radio that she felt federal budgets were becoming “PR documents rather than financial projections.” While I am used to people using “PR” in this pejorative way, I understand what she’s saying.
And the plain and simple truth of things is, that our federal government is lagging badly behind when it comes to truly exploiting the potential of social media.
Why? There are a number of reasons.
The first is a structural fact. In Canada, there is a tradition that governments speak primarily through the elected cabinet ministers. Public servants report up to a Deputy Minister (a professional public servant), and he or she interacts with the Minister and his or her staff.
Sometimes, public servants become well known. David Philips is a meteorologist with Environment Canada who does hundreds of interviews, puts out a calendar each year that sells thousands of copies, etc. A woman named Colette Gentes-Hawn was a longtime spokesperson for the Canada Customs and Revenue Agency and did countless call-in shows each year to answer questions about income tax. But those are exceptions. Most of the time, public servants work in relative anonymity. That’s a historic challenge that needs to be overcome.
The second is an unfortunate truth — Canada’s federal politicians have for the most part done a poor job with social media and those in positions of power have done an even worse job empowering the public servants who work in their ministries.
There are people at the highest levels of power — most prominently Industry Minister Tony Clement — who have mastered one or more social media tools and used them dextrously to achieve their own ends. And my friend Mark Blevis has made a bit of a splash for himself evaluating the digital performance of Canada’s Members of Parliament.
But Canada lacks a true governmental champion to lead efforts to use social media as it truly can be used. So what you’ll see if you explore social media use of Canadian federal government websites is… a lot of using social media as an add-on to the traditional pushing out of “key messages” that most professional communicators would be familiar with: news releases, Q&A documents, backgrounders…
It would appear that the Prime Minister, as well as his cabinet, are happy with this state of affairs. So that’s what is happening with the 2013 federal budget (or, as the government is calling it, “Economic Action Plan 2013”).
There’s not much more leadership at the top levels of the public service. Here’s a quote from a speech by Daniel Caron, the Chief Archivist of Canada, given in November 2012.
“The Government of Canada now uses social media and websites to conduct its business. It is fair to say that it is taking a measured and sensible approach to adopting these new platforms as part of its communication practices.
Why? Because of the unpredictable nature of technological innovation.
Government of Canada institutions have to provide Canadians with timely, accurate, and complete information about federal programs and services.
This is necessary in our democratic process.
It is also the key to safeguard Canadians’ trust in public institutions.
We must therefore be prudent in the use of new communication platforms to assure continued confidence in these public institutions.
Charged with the responsibility of spending taxpayer dollars wisely, those of us who oversee budgetary expenditures cannot trade off fiscal responsibility for the desire to embrace the latest trend in communications technology just to appear “cool.”
How are these communication technologies, such as social media and interactive websites, changing how public institutions conduct their business? Is the change profound or are we just replicating the use of traditional media on new platforms?
The impact and consequences of this shift are probably profound, but these communication technologies still rely on platforms that enable us as public institutions to exchange information with Canadians.”
Not exactly a passionate advocate. Another of Caron’s speeches, at the Canadian Library Association conference in May 2012 was the subject of a firestorm of negative reaction from conference delegates on Twitter. One of the things they found most outrageous?
“Back in 2008, LAC launched its Flickr account. It provides thematic image sets about the institution and from the collection, and to date has had approximately 400,000 views.
Our Twitter account was launched at the end of February and now has over 600 followers. It provides information to stakeholders and citizens, allows the organization to reach new audiences, and facilitates access to LAC’s services and collection.
This week has also seen new forays into YouTube and Facebook.
We have integrated the content from our four YouTube channels into a singular departmental channel, organized by themes in order to raise awareness about LAC’s holdings and activities.
And our official Facebook account has just been launched. In addition to institutional messaging and news about launches of events and new products, LAC will initiate original features to engage with Canadians, such as “Today in History” and “What do We Have Here”?
Finally, our LAC podcasts highlight significant collection items, share expertise and specialized knowledge that will facilitate discovery, access, and engagement between Canadian users and LAC’s collection.
This will be done through a variety of technical podcasting models, including audio, audio with images, and video.
Each podcast episode will feature different content and, will maintain a common focus on engagement with the collection, accessibility and client autonomy.
LAC has launched two podcasts so far, Project Naming and Canada’s North and The Lest We Forget Project. Upcoming podcasts include the War of 1812 and the Double Take travelling exhibition.”
They’ve gotten up to seven podcast episodes since they started, in February 2012. Their follower counts for their bilingual accounts total about 3200 now. I can’t verify their claims about the Flickr stream. But when it comes to updates, there’s nothing since January.
The third thing is related to the second. Over the last couple of years, I’ve taught a fair number of public servants while doing social media courses at Algonquin College or at Eliquo Training & Development. Those two organizations are far from the only ones — there’s even social media programming at the Canada School of the Public Service. The people taking these courses are not stupid, they don’t lack motivation, and they show up on time. But they feel that there’s no room for them to really “do social media”: to engage with the citizens who pay their salaries, to get problems solved in the ways that you’d expect someone at Dell or Zappos to, and as a teacher, I sense their frustration.
The hard part for people like me is to find ways to teach them about social media that they can actually put into practice and use.
So what would make it a LOT easier for both public servants learning about social media, as well as those who teach them? Some real leadership from those at the top of the federal government.
I think it goes without saying that government organizations tend to be cautious. Most of the time, that’s not a bad thing. One legendary example of incautiousness was John Manley proudly announcing that he, as Minister of Industry, now had an e-mail account, and that he would answer his emails PERSONALLY! That lasted less than a week.
What has become more common is federal internet thinking that lags the “real world” by months or years. One particularly glaring example was the November 2012 ceremony in which Canada’s Governor-General (the Queen’s representative here in Canada — we are a constitutional monarchy) welcomed a number of Canadians into the Order of Canada, our highest civilian honours. The GG’s office webcast the ceremony — great! But it was only accessible via Internet Explorer, a browser used by less than one in five people, and one that the German government had recommended the public stop using due to security issues two months earlier.
To this rather depressing state of affairs, take a look at the Government Digital Service in the UK.
Where we have tons of policies and guidelines written in impenetrable prose, they have plain language, witty writing, and accessible policies. (NOBODY in Canada’s government would write a blog post and title it “Widgets, badges and blog bling.” Trust me.)
Their Foreign Office has hundreds of bloggers (literally, hundreds) of bloggers. Many departments have effective and well-written blogs that are tied to people. Sometimes the head of the agency, sometimes not.
There are people and organizations trying their best within the Canadian government. There’s a site called “GCPedia” — an internal wiki for public servants. Organizations that have a level of independence from the government, such as the Privacy Commissioner, have done some innovative and well-received work. And individuals like Nick Charney with his CPSRenewal blog are tireless activists.
But the sad truth for Canadians is that we don’t have a champion either at the political or public service level who is willing to carry the torch for the EFFECTIVE use of social media. And until we do, we will have government social media that reflects the PR strategies of the 1950s.
That is simply too big.
800 megs of images? Really?
Whatever your role within an organization, you need to be a tireless advocate for websites that balance features, design, and SPEED. Don’t bog your users down in endless (well, perceptually endless) waits for content to load. The chances of those users going somewhere else are just too high.
If you’re feeling confused by this post, perhaps a visit to Now Make it Mobile, a site by Vancouver shop Mobify will help. They have tons of tips on making great mobile web sites.
I spent the weekend at a conference. No big deal there. We all do.
But this was the final PAB conference, and like most things related to this event, it turned out to be a big deal.
The back story:
Seven years ago, Mark Blevis and Bob Goyetche were fledgling podcasters, and with inspiration provided by Tod Maffin, among others, they created “Podcasters Across Borders“, a conference that took place in Kingston, ON. It was a great success. It eventually went from its original title to PAB, and moved from Kingston to Ottawa, where Mark (and I, for that matter) live.
I first attended in 2008, and I have been to four PABs. And this last weekend, they closed out their run with PAB 2012 at the wonderful National Arts Centre.
Why should you care about this? After all, you weren’t there. And the conference is gone. Who cares, right?
You should care because PAB was a wonderful case study of the power of community to form, grow, and thrive thanks to social media.
PABsters are a diverse lot. Paramedics, hardware guys, musicians, academics, entrepreneurs, public servants, car dealers, photographers, lawyers, editors, students, teachers… On the surface, there’s no commonality. So what’s to tie them together? How could the bonds formed there become so deep that copious tears are shed at each departure?
In a word, geekery. Everybody who attended a PAB was some kind of a geek. I’m a communications geek (and a guitar geek). Alexa is a food geek. Dude is a beatnik geek. I could go on through the list of people who have attended or presented, and point out the precise geekiness exhibited by everyone there. And for all of them, all of us, the geeking becamse the way of bonding — that I could talk to one person about vintage film cameras and another about the subtleties of Japanese culture and another about which hot restaurants were must-visits before they left Ottawa and another about the future of education as affected by social media turned me on. It indulged my terminal curiosity.
And PAB offers each and every one of its members a safe space to let their geek flag fly. The Saturday night open-mic allowed one branding consultant to let his Axl Rose-esque vocal style out to play. Anthony Marco brought the room to a standstill with his version of Tom Waits’s “Jersey Girl.” And while the musicianship and vocals were far from world-class, the enthusiasm and love in the room were evident.
The shared understanding that brought the PAB community together also led to some tremendous presentations over the years, either full-length or the five-minute “Jolts” that Mark and Bob introduced a few years in. I presented this year, and found myself bedevilled by nerves that I rarely feel. Why? Because I knew just how high the standard was, and how much I wanted to meet it. Later, people like Sue Murphy shared that they felt the same way.
These social media tools we all use to either create or consume content are empty tools if they don’t facilitate some sort of human contact — either human contact online, or human contact face to face.
While Mark and Bob have chosen to fold up the PAB tent, I suspect that the strong, loving community they’ve created and that I’m so proud to be part of will refuse to let the event be forgotten. Remember, if you hear about a PAB 2013, I predicted it.
And to Mark and Bob: thanks, and congratulations. You have done a great thing.
PAB2012 on Flickr
Audio of the infamous 2012 open mic, courtesy Shane Birley.