Posts Tagged ‘social media’
Here in my home town, there’s a bit of a kerfuffle going on about a youth league football team, the Nepean Redskins.
A local musician, Ian Campeau, has filed a complaint with the Ontario Human Rights Commission over the name of the team, which he feels is offensive to him and to other First Nations. The complaint is likely no surprise to the team; Campeau has been lobbying for a change of name for some time.
And certainly in my dictionaries, the term “Redskin” is considered an offensive term. Here’s good ol’ Google’s definition:
Given the history of controversies over names for various First Nations sporting teams, this news story fit into a fairly convenient narrative: sports team with a name offensive to a group comes under fire. And predictably, arguments of “political correctness run amok” and some racist commentary lit up comment streams and talk radio.
In fact, it happened just a little while ago right here in Ottawa, when the new basketball team currently known as the Ottawa Skyhawks was known as the Tomahawks for about a picosecond. And of course, there’s no shortage of examples of these controversies in US college and professional sports.
So what’s different here? Ian Campeau isn’t your average dad concerned that a racist team name may have negative effects on his young daughter — he’s a musician in a hot new group, A Tribe Called Red. The trio, as they describe themselves,
“is producing a truly unique sound that’s impacting the global electronic scene and urban club culture. Since 2010 the group – made up of two-time Canadian DMC Champion DJ Shub, DJ NDN and DJ Bear Witness – has been mixing traditional pow wow vocals and drumming with cutting-edge electronic music. Their self-titled album, released in March 2012, was long-listed for Canada’s prestigious Polaris Music Prize and included in the Washington Post’s top 10 albums of the year.”
As you can glean from the musicians’ handles, their music plays with traditional First Nations stereotypes in their music. So that makes this complaint an interesting one. And another thing that makes this dispute interesting: the team had consulted an Ottawa coalition of aboriginal groups last year to ask their opinion of the name, and came away with some positive results.
According to a CBC story, Marc Maracle of the Ottawa Aboriginal Coalition said:
“They didn’t choose the name with any malicious intent to insult or criticise the aboriginal community here in Ottawa or the aboriginal population in general. And in our discussions with them, it was clearly a recognition of strength and pride and character in aboriginal people collectively”… The coalition recommended that the team publish literature about how the name was chosen, “as well as using the issue as a positive education tool, not only within their own executive but with the players and participants in their athletic club as well as with the coaching staff and the parents,” he said.
“Our opinion was that Nepean was using the word Redskins in a positive way, not in a negative way, and that’s really where it starts and it ends from our perspective. It’s unfortunate that it’s been presented in obviously a more confrontational way … as opposed to building a relationship and working at it from that angle. … It just takes on a different connotation that’s not entirely consistent with an approach that the coalition is currently engaged in.”
Once I learned that the team had consulted with First Nations organizations and had gotten at least a tacit endorsement, the narrative started to get muddled. I began to think about the Florida Seminoles. They have explicit approval from the Seminole tribe to use the name. So what if someone were to make similar objections to their name?
Campeau isn’t “wrong.” If he feels the name is offensive, it is, at the very least to him. The team isn’t doing it to offend, and they consulted with representatives of the community to ask if they were being offensive, and they were told they were using the term in a positive way. So they’re not “wrong”, either. So if nobody’s wrong, then who’s “right?” Maybe nobody’s right either.
And what to do when your organization comes under criticism for some form of insensitivity or offense? First, are the complaints justified? Second, have you consulted with anyone appropriate concerning the offensive material? A knee-jerk reaction to appease the offended person or group may be an immediate solution, but you may be in a position where, even if you’re not in “the right”, you’re not necessarily wrong.
Sometimes it’s not as simple as saying “no more Chief Wahoo” or getting rid of a logo. Sometimes it’s more subtle, and if the complainant is reasonable and a person of good faith, it’s likely better in the end to try to build relationships and find some common ground or at least understanding than to either double down or knuckle under.
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.
If you’re here regularly, you’ll know I love me some measurement. So when I saw a recommendation to read a paper from Katie Paine, I was pretty much immediately going to the site to download it.
“Social Media Measurement: A Step-by -Step Approach” by Angela Jeffrey, a Texas-based communications consultant with Measurement Match, is exactly what the title implies — a no-BS guide to doing solid measurement of social media initiatives for organizations, published by the excellent Institute for Public Relations. When I saw a thanks to Kami Huyse, a communicator who I like and respect a great deal, that made me even more positively disposed to the paper.
And the content does not disappoint.
She starts with the depressing information that measurement is NOT being embedded in organization’s social media campaigns and points to three different surveys with disturbing numbers. Perhaps the worst? An eConsultancy survey that reported only 22% of communicators had a strategy that linked data and analysis to business objectives.
So perhaps you’re in the three-quarters of that sample. Drop the shame, and read the rest of the paper. In under 20 pages (before the appendices), she lays out an eight-step process for a solid — and achievable — social media evaluation process.
Here’s my paraphrase of her steps. And if any of this is shocking, you need to really brush up.
- Identify goals
- Research and prioritize your stakeholders for each goal
- Set objectives
- Set key performance indicators
- Choose your tools and benchmark
- Analyze your results and compare them to your costs
- Present to your management
- Lather, rinse, repeat.
If you’re holding back, or you haven’t done a measurement component to your social media activities, read this paper and then tell me why you can’t.
Hell, you don’t even have to pay for her paper. So .. get to it. And if you want some more support, feel free to contact me for a consultation, or to take the next social media measurement course I’m teaching later this month.
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.
I have to admit to some shock at the announcement that the just-announced successor to Ted Koppel at ABC News’s Nightline program is Dan Abrams. Why?
Because while Dan Abrams has some significant experience in journalism, he’s most recently been a CEO in the PR and marketing industry. Koppel, by contrast, was a lifelong journalist (and, of course, remains a journalist and commentator).
Many journalists leave that trade to begin working as public relations practitioners. That’s nothing new; there are decades of history pointing to that, including my personal history. It’s much less frequent to see people move from the PR industry back to journalism.
For what it’s worth, I think there are good reasons that PR people should be PR people and journalists should be journalists. When you embark on a media relations initiative, the theory is that media coverage tells the reader / listener / viewer that while there may be a “PR angle” to the story, the “media” have judged it worthy of coverage. Hence the phrase “newsworthy.”
There are many ways in which the wall between editorial decision-making and the advertising / marketing / PR / communications world gets chipped away. When I edited some magazines nearly 25 years ago, I would regularly have the sales manager come to me, saying “You know, it’d be great if you covered something about McBlatherston’s, they just took a full page…” I didn’t do that. And the ongoing tension and conflict was a big reason I left that job.
Publications often create “special advertising sections” that use cheaply produced or free copy that surrounds ads. There are “infomercials” that try to mimic the look and feel of news reports or programs. There was the VNR, or Video News Release, which caused quite a scandal in the 2000s. And there are publications which simply sell their editorial space. Sometimes it’s completely obvious, as in a full-page article on a business with a facing page ad for the business; other times, it’s much more subtle.
When Abrams left journalism to start PR businesses, his first idea was to have working journalists consult with corporate clients on communications strategy. That didn’t fly, so he moved on to a suite of websites (probably led by Mediaite, a media news blog) and Abrams Research, “a full service digital and social media agency, specializing in the development of web-based digital marketing campaigns, in addition to advising on social media strategy for non-profit, international, financial, political, sports, entertainment and Fortune 500 clients. In a nutshell, we help brands direct their social media efforts to efficiently reach and engage their target audience(s).” Now, he’s back in journalism as the anchor of a TV show with a fearsome reputation for indepth journalism.
ABC has said that Abrams no longer has any responsibility within the companies that bear his name. But he remains an owner of those companies. I don’t like that. This is a game of perceptions. If and when I watch Nightline with Abrams, I don’t want to be asking myself if the guest is or was a client, or whether there were arrangements made with one of his companies regarding the questions to be asked.
I’ve noticed a trend in retail: auto parts stores selling grocery items; pharmacies selling electronics; office supply stores selling food; grocery stores selling DVDs. I want to buy my drugs and antiperspirant at the pharmacy; I want to buy my food at the grocery store. AND I WANT MY JOURNALISTS TO BE JOURNALISTS, NOT PR PEOPLE.
I think that this sort of thing not only harms journalism, but also reduces the ability of a public relations campaign to actually influence its audience. If there’s no editorial coverage that isn’t bought, if there’s no more trust, why bother doing media relations at all? Just do social media.
Yesterday, I saw a great post called “The First Rule of Branding” from former Algonquin College colleague Lisa Haggis, who’s now on her own as a branding consultant. My two-sentence summary of her post: “Customers want to love you. Don’t turn them off.”
And then this morning, I was meeting with friend and colleague Meredith Luce, a local graphic designer (and, as a side note, one of my favorite performers in all the world), and we were talking about businesses and design, when she said, “Sometimes it’s like hearing a friend is going out on a hot date and you look at her and say, ‘You’re going out dressed like that?? At least invest in a mirror.‘”
I burst out laughing. But what she had said, and what Lisa had written, were stuck in my head enough that I needed to write this.
As a business, the “frilly stuff”, like graphic design or customer experience, might seem unnecessary. As Lisa wrote in her post,
“People will evaluate your brand as a whole, not as individual experiences… exceptions – that one off-topic blog post, cheap marketing collateral, or a contradictory offering – will throw off the whole experience.”
Whether it’s media relations, sales, graphic design, social media — when you’re in business, you’re always going out on dates. Hopefully, those dates develop into relationships (I’m not getting into polygamy or polyamory metaphors, please and thank you). You should be thinking:
But if you go out with your metaphorical fly unzipped or your pantyhose tucked into your skirt… you could end up like this:
Don’t leave a glaring hole in your customer experience. For that matter, don’t leave a subtle one either.
In a fit of perversity, I decided to submit a proposal to the 2013 Social Capital Conference with the title “Why you are Stupid.” I wanted to talk about some of the things that we social media people do that are… stupid. Generally speaking, I was thinking of:
- Stupid offensive
- Stupid boring
- Stupid and poor (budgetwise)
I decided that I thought I’d see if I could turn the crowd (assuming there WAS one) away and then try to pull them back in.
Here’s how I promoted the session:
I THINK I did okay at living up to the billing. But I’ll leave that for the audience to decide, and perhaps share. You can chime in based on the slides here:
More importantly than my own presentation is the success of the conference. Lara Wellman and Karen Wilson of the eponymous Wellman Wilson Communications led the organization with many other volunteers, and they pulled off a great conference. Why did I enjoy it so much? Here are a few reasons:
- Keynotes. I got the opportunity to see friend Danny Brown do a keynote for the first time. And I got a totally different sense of why he’s so smart from seeing him in that context. Made me proud to be friends with him. The other keynote was delivered by Gini Dietrich, who for me existed in that odd world of having been friends for literally YEARS online without ever having met. I told someone yesterday that before Gini and her colleague Lindsay Bell-Wheeler arrived at a Friday night reception, I was literally a bundle of nerves inside, desperately hoping that I wouldn’t be too much of a dork in their presence. That jury may still be out, but there’s no doubt that Gini is a charming and polished and top-notch speaker, and that Lindsay just might prove the sayings about the relative depth of the Atlantic Canadian gene pool. She feels like a sister after just one meeting. Which is likely bad news for her, since that just means more insults.
- Collaboration. When Danny was confirmed as keynote, I really wanted to do something to celebrate the launch of Influence Marketing, the book he just published with Sam Fiorella. So I got in touch with Caitlin Kealey at MediaStyle, another Ottawa communications consultancy, and they jumped in with both feet, putting together (with some help from me) a super fun event called Gin and Talkin‘. MediaStyle President Ian Capstick interviewed Danny, there was great food and better drink, and several dozen people ended up with complementary copies of the book, courtesy of Translucid and of MediaStyle. It was a great kickoff to a hectic weekend. And I never could have put together an event that good on my own.
- Connection. While it’s rewarding to go to events like #socapott and reconnect with the people you already know, it’s just as exciting to meet new people and learn from them and discover what makes them cool. While I was a bit limited in doing that due to a family wedding in the middle of all this, I got to know a number of people at the conference that I hope to know better in the future.
Oh, and one bonus:
- Karaoke. A group of us decided on post-conference festivities at Ottawa’s legendary Shanghai Restaurant, home to Saturday night Karaoke with the one and only China Doll. We got there to discover two bachelorette parties already heating up the mics, and then China Doll made a late appearance to show off Ottawa’s best to some locals and out of towners.
If I can leave you with one takeaway from my presentation, it’s this:
Raise your own expectations is a double-edged sword. If you expect your own work to be better, to be smarter, you will spread that expectation to others. Your boss, your clients, your friends will expect you to be that good NORMALLY. That’s intimidating, but it’s also necessary. Push beyond the stupid and the easy.
That’s one of the things that I’m going to try to do. Might not be a bad idea to take my own advice.
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:
Seeing lots of chatter online today about the pending shutdown of World Nutella Day. World what-what? Yeah, World Nutella Day.
Now, I’m not a user of the world’s favorite hazelnut spread. But plenty of people are. But many people are. Enough that back in 2007, an American woman named Sara Rosso who lives in Nutella’s homeland of Italy created (of her own volition) World Nutella Day.
Since then, their site has become a go-to destination for people who like the product (created by the same people who make Ferrero Rocher, Kinder candies, and Tic Tacs) for recipes and stories. Rosso and her Nutella-loving pal Michelle Fabio also have written the e-book The Unofficial Guide to Nutella (affiliate link).
But apparently, no more. Rosso’s website says (I’ll paste the text here in case the site disappears):
“On May 25, 2013, I’ll be darkening the World Nutella Day site, nutelladay.com, and all social media presence (Facebook, Twitter), in compliance with a cease-and-desist I received from lawyers representing Ferrero, SpA (makers of Nutella).
Seven years after the first World Nutella Day in 2007, I never thought the idea of dedicating a day to come together for the love of a certain hazelnut spread would be embraced by so many people! I’ve seen the event grow from a few hundred food bloggers posting recipes to thousands of people Tweeting about it, pinning recipes on Pinterest, and posting their own contributions on Facebook! There have been songs sung about it, short films created for it, poems written for it, recipes tested for it, and photos taken for it.
The cease-and-desist letter was a bit of a surprise and a disappointment, as over the years I’ve had contact and positive experiences with several employees of Ferrero, SpA., and with their public relations and brand strategy consultants, and I’ve always tried to collaborate and work together in the spirit and goodwill of a fan-run celebration of a spread I (to this day) still eat.
I have hope that this is not a goodbye to World Nutella Day forever, for the fans’ sake, and hopefully it will live on in one form or another in the future.”
So. From all appearances, this is a big corporation knuckling down on a humble blogger. Certainly, that’s the theme on the Nutella Facebook page, where several hundred comments are roundly criticizing the brand for its actions. Some are even posting video responses:
Doesn’t get much more emphatic than that.
But… what if there’s more to this? As a teacher, one of the case studies I have used for a long time in social media classes has been what’s become known as “The Ranger Station Fire.” This 2008 incident began when Ford sent out a cease and desist letter to someone operating a web site dedicated to the Ford Ranger.
Here’s Ron Ploof’s summary, an eminently useful document.
So at this point, all we have is the World Nutella Day website. We don’t know the contents of the C&D letter (which is more than likely in Italian). We haven’t seen any response from Ferrero. On page 8 of “The Ranger Station Fire”, Ploof describes the fact that the Ford fan site was selling unauthorized products with Ford’s logo on them. They then (VERY quickly) separated out the demands for the URL and compensation from the IP issue.
What needs to happen now? Two things:
- Sara Rosso needs to make very clear exactly why Ferrero has asked her to cease & desist.
- Ferrero needs to do the same thing.
Right now, it’s impossible to know if Ferrero has done something really stupid, or has done something right & executed badly, or whether this is the best of their alternatives and they’re just communicating poorly.
If Ferrero has no compelling reason to have taken this action, they are likely going to be a case study for teachers like me to use in the future — in how to alienate the people who love you.
I have asked Ferrero for comment, and I’ve also sent questions to Sara Rosso. I’ll update this post whenever I have new information to share.
UPDATE: around 4:00 pm EDT, I saw a statement from Ferrero on their Italian site. Get the update in this post.