The PRagmatist

• 15Jul

  Total Tweetdown: Octavia Nasr Loses Her CNN Job Over a Twitter Post

  Best Practices, Crisis Communications, Social media, Tools & Techniques, Uncategorized 1 Comment

  After 20 years, Octavia Nasr won’t be reporting on Middle East Affairs for CNN following her controversial Twitter post in praise of Hezbollah leader Sayyed Mohammed Hussein Fadlallah, who passed away last week. The CNN editorial team took great exception to Nasr’s 140-character post, which gave her enough space to offer praise of Fadlallah, without allowing her to provide the additional information that the praise stemmed directly from the cleric’s positive views on woman’s rights. However, too little space was too much for CNN’s editorial team. As noted in the online media watchdog Mediaite:

  Nasr’s initial tweet mourning the death of Fadlallah said, “Sad to hear of the passing of Sayyed Mohammed Hussein Fadlallah… One of Hezbollah’s giants I respect a lot.” It was almost immediately called out by several sources, including Newsbusters and the Jerusalem Post. Also today the Simon Wiesenthal Center (“one of the largest international Jewish human rights organizations”) formally denounced the remarks and called for CNN to take action.

  Well, CNN did take action and summarily dismissed Nasr. As Parisa Khosravi, Senior Vice President for CNN International Newsgathering explained in an internal memo:

  I had a conversation with Octavia this morning and I want to share with you that we have decided that she will be leaving the company. As you know, her tweet over the weekend created a wide reaction. As she has stated in her blog on CNN.com, she fully accepts that she should not have made such a simplistic comment without any context whatsoever. However, at this point, we believe that her credibility in her position as senior editor for Middle Eastern affairs has been compromised going forward.

  As a colleague and friend we’re going to miss seeing Octavia everyday. She has been an extremely dedicated and committed part of our team. We thank Octavia for all of her hard work and we certainly wish her all the best.

  Parisa.

  So what does this tell us about the power of social media? Was this an overreaction on the part of CNN? Are they giving Twitter too much power – it takes some effort to be concise in 140 characters, which is the beauty and the beast of Twitter. This is a prime example of how you have to be extremely careful about everything you post online. Your online brand needs to be sacrosanct, and you need always need to think before you post.

  But was this an overreaction? It was a mistake in intent, if not in judgment, but does the punishment fit the crime? And how would you approach the same issue for employees in your organization? When do you hold employees accountable for every drunken frat picture or racist slur they post on Facebook? How far do your policies and procedures extend to “appropriate” social media use, and how much should employees be given latitude to express themselves?

  I think one of the real challenges is the blurred lines between professional and personal brands. If you are blogging or posting for your employer, which many of us do, then the lines are clearly drawn. But what about personal posts that spill into our professional lives? Facebook and other social media sites typically ask for employment data, but does that mean we are using social media for professional purposes, or that we should be held accountable to a professional standard?

  In this case, Nasr may have had a lapse in judgment, and the punishment meted out may seem harsh in light of the offense. Still, her Twitter feed was clearly an extension of her job, her professional brand, and CNN has a right to protect its brand and its reputation. But did CNN go too far? Would your online activities measure up to the same standard?

  I have to ask myself if we are giving social media too much power, especially in this case. It’s one thing to demonstrate a pattern of hate speech or a consistent opinion that might rankle management. It’s something else to make a mistake. So before you hit that “post” button, think twice about what you are saying and its possible consequences.

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• 07Jul

  Is Twitter Really Right for Your Marketing Strategy?

  Market Trends, Marketing, Social media 6 Comments

  I have been working on a social media strategy for a client whose target market is the banking industry – not consumers but professional bankers. So the question arises, do bankers use social media? The answer, of course, is yes and no. There certainly are LinkedIn forums that specialize in bank marketing and bank-related issues. But are Facebook and Twitter a logical extension of a social media campaign aimed at a narrow professional audience?

  I recently read about a new study from Edison Research that debunks a lot of the conventional wisdom from other marketing experts about the power of Twitter. According to the article posted on Marketing Charts, while there is a high recognition level for Twitter, recognition does not necessarily turn into action:

  “The Edison study doesn’t discount the popularity of Twitter – in fact it reports that 87% of respondents have heard of Twitter, compared to 88% who had heard of Facebook. The findings also suggest that Twitter users are hyper-aware of brands on Twitter. The study found that 42% learn about products and services via Twitter and 41% provide opinions about products/services. An additional 19% seek customer support. A grand total of 49% follow brands or companies….
  “Here is the rub: the data also suggests that Twitter users do not necessarily convert brand awareness to usage, Social Media Today says. Although 87% of Americans have heard of Twitter – only 7% actually use it. Compare that to Facebook, where 88% have heard of it, and 41% have a profile, which is a conversion rate approaching 50%, Social Media Today notes.Clearly some companies belong on Twitter – namely brands that are seeking to shape consumers’ opinions and possibly engage them in a conversation.”

  So Twitter is not a marketing panacea (but what is?). The study reveals that there are some companies that probably won’t benefit from a Twitter campaign, including:

  • Companies that don’t have a mobile strategy or presence. There is a strong correlation between Twitter and handheld devices (63 percent of Twitter users access the network from a mobile device, and 73 percent send SMS text messages).
  • Mass-market brands with well-known products will probably not benefit from a Twitter program. These consumers already have a well-formed opinion about such brands, and a Twitter discussion may create more opportunities to denigrate the brand rather than support it.
  • Small businesses that don’t have a strong online or social media presence. This seems like a no-brainer. If you haven’t created an online marketing foundation, then Twitter can’t help you build an online presence. As a micro-blogging tool, Twitter is an ideal extension of other promotional programs, giving y9ou another opportunity to drop online bread crumbs that lead back to home base. It doesn’t function well on its own, without a foundation.

  I also have to wonder about the value of Twitter for targeted marketing programs aimed at a niche group, like bankers. My own research shows that bankers are using Twitter as part of their own programs to attract new depositors, which makers perfect sense. Banks and credit unions want to leverage social media to communicate directly with customers, but are bankers turning to Twitter to learn about banking trends and rates? It’s hard to say. However, if you can find a way to offer insightful, valuable information in 140 characters or less,  then you can build a strong Twitter following, or at least include Twitter as part of your strategy to get prospects to find the path to your online doorstep.

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• 14Jun

  Don’t Forget to Back Up Your Life

  Branding, Social media No Comments

  I am writing this blog entry on a shiny new Toshiba laptop computer, having struggled to keep my trusty old Dell laptop afloat for the past few weeks. Since I am an aspiring literati as well as a marketing guy, I am really poor at doing my own IT, and my old computer kept deteriorating after replacing the second hard driveand recovering from a nasty virus, so it was time for an upgrade. This brings me to the topic of backups.

  Since I run my entire business on my computer, I have become a fanatic about redundancy. Backups are our friends, and I learn that lesson again and again on a regular basis. (The latest fiasco was spending days trying to recover from a corrupted Outlook .PST file, but that’s a story for a different forum and a different audience.) Backup files can save you when you really need them, and with more consumer cloud computing tools emerging, there’s almost no excuse not to keep a backup handy. I have become a recent advocate of Carbonite, not because it does a better backup job or is less expensive than any other package (how hard is it to store bits and bytes and provide web access?), but because I can access Carbonite backup files from my iPhone. I already have been saved on more than one occasion because I was able to immediate send a profile sheet or press release from a backup when I didn’t have my laptop handy.

  But what about your social media persona? Do you back up your online brand? Clearly you should. What if someone hacks your life? It’s very common to have your Facebook account hacked, but if you lost control of your online identity would you be able to recover? I recently ran across a blog post on the Gray Matter Minute that provides tips and a list of social media backup tools including Backupify, Tweetake, and Socialware Sync, all designed to archive your online activities for later recovery.

  Of course, it may not be important for you to keep a record of every Tweet or every Facebook exchange. But keeping track of your online activities is becoming increasingly important for legal considerations. Through my work with client FaceTime Communications, I am learning more about regulated industries like banking, financial services, energy trading, and others that have to archive every electronic conversation, including social media exchanges. Bodies such as FINRA, the Financial Industry Regulatory Authority, are issuing new guidelines that define postings on Facebook and other social media sites as advertising or soliciting potential clients, which means conversations need to be stored and searchable in case of an audit. Having a reliable backup of your online activity could save an enormous amount of time and expense.

  So consider backing up your online life. Having an archive your online activities is not a bad idea, especially if you have to justify what you may or may not have said later. You never know when you might be dragged into some kind of legal action for something you said online. And you never know when you may have to produce evidence to your best friend or your spouse if you ever get into a tit-for-tat argument about something allegedly shared online. You just never know.

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• 03Jun

  Harnessing the Disruptive Power of the Tribe

  Marketing, Networking, News Makers, Social media No Comments

  
  Following my last blog post, I have been thinking about online tribes and how the tribal nature of social media, and wondering if online tribes really have that much power. One of my clients refers to the navel gazing on Twitter, and I know that my own social media efforts tend to keep me in a circle of like-minded tribe members, which doesn’t necessarily engender fresh thinking, or fresh contacts that can build your brand.

  Then I saw this video by cultural thinker Seth Godin on TED about the power of the tribes we lead. Godin’s argument is that all of us have a mission, whether we acknowledge it or not, to change the world around us. He also argues that we are on the cusp of changing the way ideas are exchanged. All of us are in positions of leadership, and the power of the Web and social networking plays a huge role here.

  Godin’s argument is that you change the world through connections. We all belong to different tribes, and you can seek out like-minded tribe members, and when the tribe becomes big enough, you suddenly have a movement. The Obama election campaign is a prime example. This may have been the first presidential election won via the web because it became a tribal movement. The trick is to find the true believers who will carry your message to the next set of believers, and suddenly it goes viral.

  So once again, it’s about expressing your passion and finding a way to express that passion to your tribe, so they can carry the word. Suddenly, my insular world of like-minded network connections takes on a greater importance. If you can find a way to lead them, you can effect change.

  As a PR professional, I was particularly interested in Godin’s diagram of what drives change. It starts with telling a story. The story lets you connect with the tribe, from which you can lead a movement and effect change. But it all starts with a story, which is something that PR professionals traditionally do well.

  So the power of social media is in the potential to build a tribe. The question is if you are up to the challenge to become a tribal leader.

  Check out the video and post comments on what you think.

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• 26May

  The Tribal Connection of Social Media

  Best Practices, Marketing, Social media 1 Comment

  

  Recently I have been working on a new product launch for FaceTime Communications profiling their new Unified Security Gateway 4, which includes a number of new security and compliance features to secure and archive social media conversations in the enterprise. This forum is not a place for a client pitch, but there are aspects of the problem that USG 4 solves that are worth noting, because they highlight the real value of social networking.

  The problem that all organizations face is that their IT departments are losing control of network access to social media. Employees are accessing Twitter, Facebook, LinkedIn, YouTube, you-name-it.com from their work computers. Okay, that’s not really new, but how they are using these tools has been changing. Although some malingerers are playing Farmville or posting family photos on company time, more professionals are turning to public social media tools because they are the best way to reach prospective customer, partners, and coworkers. Even in heavily regulated industries, like banking and financial services, more users are ignoring the compliance risks (which are considerable) of using uncontrolled social media sites to connect with their customers.

  Why would you “waste” company time on Facbook and Twitter? The answer is simple, because that’s where their customers are.

  FaceTime’s CEO Kailash Ambwani points out that social media is tribal by nature. People tend to gravitate to locations where they can hang out with their peers; with people like themselves who share a connection. That connection can be common interests, a shared neighborhood, and even a shared level of education and income. So if I am promoting a new portfolio package or real estate opportunity to you, Mr. Facebook Follower, then I want you to tell all your friends, because chances are they will be just as interested because they share the same traits, including values and income. You all belong to the same tribe.

  I had an interesting conversation with a client in a strategy meeting yesterday. We were talking about using social media as a means to sell regional services, in this case bank products. His argument was that you wouldn’t use Facebook or Twitter to sell to a regional market, like a town or neighborhood, because the Web is global. That argument fails to acknowledge the phenomenon of social media tribes. People will connect with others in their neighborhood or region because they are part of the tribe.  Hence emergence of services like Yelp! and the success of regional businesses who have followers on Twitter and Facebook, like the Korean BBQ Taco Truck who has 64,000 people following his movements around Los Angeles on Twitter.

  So when you are thinking about your social media marketing strategy, don’t underestimate the power of the Tribe. Think global, but tweet locally! Your neighbors are surely watching.

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• 14May

  Knowing the Difference Between Open Communications and Too Much Information

  Citizen Journalism, Networking, Social media No Comments

  

  As a PR professional, it’s odd to be on the receiving end of a media pitch.

  Last January, I blogged about ArmyStrongStories as part of a discussion on letting go of control to let social media work in your favor. Well, not long ago I received an e-mail, or rather a “pitch” in PR parlance, about the new ArmyStrongStories web site and interface. It was a fairly soft pitch as they go, basically pointing out that there is a new Web interface and that provides unfiltered access to soldier stories. The Web site “brings together Soldiers and Army supporters to connect and interact online with fellow Soldiers, recruits, family, friends, community leaders and others interested in Army service.  Whether someone is a Soldier, Soldier’s spouse, family member, friend or troop supporter, they can visit the Army Strong Stories community and share their story through written or video submissions.”

  This remains a great concept (not to mention a great recruiting tool). According to my e-mail source from the PR agency, social media is taking the Army by storm:

  -          More than 165 soldier bloggers have signed up to participate in ArmyStrongStories

  -          There have been more than 890 blog posts to date

  -          ArmyStrongStories has more than 260,000 Facebook connections

  -          The site also has 95,000 MySpace friends

  -          And ArmyStrongStories has 27,000 Twitter followers.

  This is something the Army can be proud of. Its online recruiting poster is picking up a real following, and social media is working for them as it does for any other big brand or product. It’s getting positive attention, including by me in this blog entry. And they are clearly making the most of it since they hired Weber Shandwick to help promote it.

  Of course, I am sure that someone is keeping an eye on the content, if not for political correctness and brand monitoring then for possible security or data leaks. One of the things I have been learning about from my recent work with my client FaceTime Communications is the prevalence of inadvertent data leaks over social networking media. FaceTime makes security software designed to make it safe for companies to use social media, instant messaging, and unified communications by managing online conversations, including filtering for keywords and possible data leaks. Although users are getting more business value from the relationships they nurture through their social media sites, they also get carried away and can reveal too much, like the developer who is excited about the features in a new pre-released product or the sales rep who turns to his LinkedIn connections for help with a competitive bid.

  When you live your life online, people tend to forget the rules of discretion or even common sense. People forget that the Web is an open forum, where you are not only chatting with friends and loved ones but also with anyone who wants to listen in. That’s the power of social media, and with power comes the responsibility of knowing how and when to be discrete.

  So I’ll be watching ArmyStrongStories.com to see how the experiment progresses. To be effective as a social media outlet, it has to be open and largely uncensored. After all, the appeal of social media is that it gives you an opportunity to express yourself without watchdogs monitoring what you have to say. But if the forum comes across as too much as a staged online recruiting poster, without naysayers or even soft critics, then it will lose credibility as an unfettered social media forum. This is clearly going to be a test case on how to build a social media community using communication that is open, but not too open.

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• 04May

  Web Marketing is About Creating Links to Your Passions

  Branding, Marketing, News Makers, Social media, Tools & Techniques No Comments

  
  I am inspired by Catherine Mohr. Of course, you probably have not heard of Catherine Mohr. She is a self-professed “geek” who designs surgical robots by day and worries about the environment and building a green house in her spare time. I first encountered Catherine Mohr through a TED presentation, where she talked about her environmental concerns and her desire to build a green house. Like most people of my generation, I am concerned about the environment, so I watched the video and thought, “Wow! there’s some very insightful stuff here.”

  Now here is where things get interesting and the Web comes into play. I decided I wanted to learn more about this medical technologist/environmentalist/geek, so I “Googled” her. What I uncovered was a rich online persona, including a LinkedIn profile, Facebook profile, and other online tidbits that would tell me more about this woman and her passions. And then I ran across a KALW-FM interview. KALW is one of my favorite Bay Area NPR affiliates, and I was intrigued to see she had been interviewed for the Crosscurrents news program. Now I had a chance to hear the professional side of Catherine Mohr, and learn more about surgical spiders and her other passion, developing surgical robots that can go where no human surgeon can.

  And I knew I wanted to blog about this woman because what she is doing is interesting and important. My stepdaughter has taught me a lot about environmentalism and eco-responsibility, and Mohr’s green construction presentation was quite thought-provoking. And the geekier aspects of designing surgical robots appealed to my own inner geek. But what would make Catherine Mohr a suitable topic for a blog about public relations and online marketing?

  The answer, of course, was the way that I discovered her and the effective way she has built an online brand that provides a fairly complete portrait that spans both her personal and professional personas. Whether she intended it or not, Catherine Mohr had created an integrated marketing campaign that builds awareness for her personal and professional passions, and drives awareness for Intuitive Surgical and the DaVinci Surgical System. If I hadn’t run across her TED presentation on green building practice I would never have uncovered Intuitive Surgical.

  The threaded connections of the Web are diverse and deep, and the blog entry you post today could help promote your latest professional triumph, or lead to your last online embarrassment. So be proactive and be positive. Understand that every move you make online reflects not only on you, but your employer, your family, and everyone to whom you are connected. If you understand the power of the web, you can tap it to build connections and a personal brand that will follow you and promote your passions, no matter what they are.

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• 13Apr

  Never Facebook Anyone Over 30 – The Dangers of Letting It All Hang Out Online

  Networking, Social media, Tools & Techniques 2 Comments
  

  Thanks to Lori Gama

  My wife just came back from a trip visiting her daughter at college and offered an interesting observation. The up and coming generation lives online. Okay, this is not a real revelation, but my stepdaughter and her friends seem obsessed with continuous connectivity. They are simultaneously chatting, texting, Facebooking, e-mailing. The objection that mom has is that multitasking is socially unattractive and her daughter can’t pay attention during a dinner conversation or even walking down the street because she is glued to her iPhone. (The solution, of course, is to text her while standing next to her, but this is not behavior we want to reinforce.) I have even caught my stepdaughter on Skype in the wee hours of the morning so clearly, this new need for ongoing Internet-driven access is becoming all-consuming. 

  And just as everyone under 25 considers himself or herself indestructible, they also consider their online activities immune from extrenal judgment. You can post those frat party pictures on Facebook because you know your mom won’t see them. Right? Wrong! 

  Here’s the perception: Microsoft commissioned a new Online Reputation Research study that show that fewer than 15 percent of consumers in the U.S. and U.K. think that information posted online will have any impact on their getting a job. Only 7 percent of U.S. consumers believe information about them online has affected their job search; in the U.K it was 9 percent. 

  Here’s the reality: 70 percent of recruiters and HR professionals have rejected candidates based on information found online. While recruiters indicated they are somewhat concerned about the authenticity of the information they find online, recruiters in all countries indicated that the importance of online reputation will increase over the next five years. And 85 percent of US recruiters and HR professionals say they were positively influenced by favorable information found online. 

  Some of the smarter consumers are trying to manage their online reputations using multiple personas. They also frequently search for information about themselves,  they set up Google news alerts to track online mentions, adjust the privacy settings on social media sites, and they are cautious about posting information that could damage their online reputation. All of these steps are helpful, but they aren’t foolproof and are no substitute for common sense. 

  Whether you think it appropriate for a potential employer, or partners, or client, or romantic partner should check you out online, you know they will. And the Web has a very long memory. Those drunken spring break photos you post on Facebook today could come to haunt you after graduation when you look for a job. And more importantly, your conduct online once you are working could affect your employer as well as your employment if you don’t use good judgment. 

  These days, we all live in glass houses, and the Web focuses a lens on all our personal activities. So while there is tremendous value on social networking to promote connections and build your personal brand, understand that the same power of the Web can disseminate your faux pas just as rapidly and aggressively. So if you are going to live your life online, don’t do anything that your mother (or a potential employer) would be ashamed of.

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• 01Apr

  With Social Media Comes Responsibility

  Best Practices, Social media No Comments

  I know I have noted in this blog in the past that FaceTime Communications is a client. And they are doing genuinely cool stuff. They are securing online conversations, making it possible for companies to filter and record your activities on Facebook, Twitter, YouTube, Skype, and other public social media sites, assuming you are accessing those sites from within your corporate network.

  Some consider such activity as being akin to Big Brother, logging your every move online and trying to track down corporate time wasters. But consider that every move you make online is a reflection of your employer, and the watchdogs are watching the corporate watchers,  so they need to track your activity online in order to protect their business. These days, everything has to be tracked, logged, and recoverable in the event of an audit. And your innocent posts to Facebook or LinkedIn could contribute to the downfall of your employer, whether you like it or not. Consider the ambitious sales rep who asks his LinkedIn contacts for help with a secret competitive bid, or the excited guy in the mailroom who posts to Facebook that the head of sales for his publicly traded company just left the company. Seemingly innocent posts that actually can be harmful data leaks. Someone has to monitor the public conversation to make sure that private information remains private.

  Not long ago I spotted a most insightful example from Ted Ritter of one of my favorite analyst firms, Nemertes Research. Here’s the scenario Ted paints, which is not so farfetched:

  You’ve just arrived in Melbourne for a business trip. While heading to the hotel, you update your MyLinkedBook status page to announce your arrival. Pretty innocuous, right? Well, it turns out that one of your followers is a TechTarget reporter who suspects you’re involved in M&A activity, and this seemingly innocent update has just fueled the rumor that your company is buying Spaceley Sprockets out of Melbourne. Welcome to the world of social networking! It is the next wave of enterprise online collaboration, and the best way for HR and compliance to get out in front of the wave is with a risk-based approach.

  So you have to be careful about your online activity because whatever you post online is very public. Remember that you what you post is not only a reflection of your personal brand, but also your employer. And the Web has a long memory. (It amazes me that today’s teenagers don’t realize that those drunken Facebook pictures they post today will follow them to their next job interview.)

  So when promoting your online brand, practice common sense and self-restraint. Think before you post. Even if your company is not watching your every move online, you should be practicing self-censorship and remain wary of what you blog about or what you post as your current status. You never know when what you post online could come to back to bite you, or someone else.

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• 25Mar

  The Open Web: From Big Brother to Neighborhood Watch

  Citizen Journalism, News Makers, Social media No Comments

  Over the years, I have worked with a number of companies in the technology security sector. In fact, I am currently working on a project for FaceTime Communications to launch a new software product to secure, track, and archive conversations on enterprise networks, including conversations sent over public IM networks. FaceTime has products that help corporate users secure Web 2.0 conversations on the enterprise, so when you log in to your Facebook or Twitter page from your office computer, you know that Big Brother in the IT department is watching.

  And there is good reason for these Web 2.0 watchdogs. Government regulations are driving corporate paranoia, and legal counsel , CFOs, and others are telling IT they have to keep track of ALL online conversations and data exchanges so they are prepared in case the company is audited for compliance with HIPAA, SOX, FINRA, or whatever regulatory agency matters to you. So private corporations are becoming increasingly concerned about threats from public networks, such as the introduction of some kind of malware, or more likely, some kind of data leak or employee malfeasance that puts the company at legal risk.

  But what if there was a free exchange of web information? What if organizations became less concerned about locking up their corporate data and more concerned with contributing to the greater pool of human knowledge and understanding. What is fascinating about the Internet and the World Wide Web is that is an open, self-policing entity. The reason that Wikipedia works, for example, is that people are inherently seekers of truth and will correct each other’s errors. The Web is a giant experiment in the democratization of data. There is an inherent faith that for every malicious rumor or deliberate lie posted on the Web, there will be hundreds of other posts with opposing views and accurate information, and the truth will find its way to the top of the search engines.

  Which is why I was fascinated by this latest report from the godfather of the web, Tim Berners Lee, who is calling for an open exchange of data between governments, scientists, and institutions. Just as the Web has the power to serve up more accurate information through democratization, by making more information public, there is an even greater opportunity for smart people to combine information to uncover new revelations and greater truths.

  Check out the video and tell me, is it better to lock the data vault and hide the key, or should we be less concerned about data security and more concerned about finding ways to share information in ways that will lead to new revelations, new solutions, and new ultimate truths?

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