Category: Best Practices

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Twitter Sings When Asked by UK Lawyers to Reveal Confidential User Data

watching_twitterOnline privacy lost another battle this week in the California courts. If you were tracking the news on Sunday and Monday, you may have seen the story of the lawsuit launched by the South Tyneside Council in the United Kingdom to reveal the identity of Mr. Monkey, a notorious blogger who made a number of scurrilous and libelous statements about the Council. Hiding behind the anonymity of his Mr. Monkey Twitter handle, it seems the angry blogger may actually be one of the members of the Council, but the jury is still out, at least in the United Kingdom.

Not so in California, however. In their quest to uncover the identity of Mr. Monkey, the Council went to the trouble and expense of taking their suit all the way to San Francisco, where Twitter has its offices. As reported by the New Statesman, Twitter’s terms of service specify that any legal claims need to be pursued in the local jurisdiction:

All claims, legal proceedings or litigation arising in connection with the Services will be brought solely in San Francisco County, California, and you consent to the jurisdiction of and venue in such courts and waive any objection as to inconvenient forum.

I guess Mr. Monkey didn’t expect the South Tyneside Council to spend the money on a plane ticket to San Francisco to make their case directly to the local court. Having made their case, Twitter complied with the court ruling and released the names, location, email addresses, and other data of the people accused in the affair. As noted by Gizmodo:

Twitter has, up to now, been resistant to releasing the account details of its users, but has also stated that it would comply with legal requests. Twitter complied with their [South Tyneside Council’s] complaint and chose to release the names, location data, and and email addresses of the people accused. Their decision begs not a few questions, particularly: Can we expect that much more litigious lawsuits based on Twitter libel? and; How much should we be watching our tweets from now on?

This sets a new precedent. This is the first time that a foreign plaintiff has come to the United States seeking evidence for local libel laws, and getting it. Privacy laws differ from country to country, and this case opens the door for anyone with the will and the readies to travel to the U.S. to get what most may think is private information for use in a lawsuit.

And this also serves as a practical reminder that online privacy is an oxymoron. Remember that Twitter, Facebook, LinkedIn, YouTube, and other social media destinations are not protected by freedom of speech, but companies looking to gain a profit. If they are faced with a legal action, they will do what’s best for the company and its investors, which may not be the best outcome for online privacy. But that’s not necessarily a bad thing. Since its inception, the Internet has been self-policing, and as the Web becomes more sophisticated, good online citizens should be allowed to express an honest opinion without repercussions, and mischief makers like Mr. Monkey need to be “outed” to make the web a safer place for the rest of us.

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Huzzah! New AP Stylebook Sets New Standards for Common Tech Terms

Maybe you have to be a writer or editor to get excited about the latest release of the AP Stylebook. The AP Stylebook is the bible for professional writers, providing standardized usage and definitions for common terms. It provides a standard for things like comma usage, hyphenation, capitalization, datelines for cities, and other commonly used terms. It also helps me settle a lot of arguments with clients about how to write press releases and where to put the punctuation marks.

ap-320piI am particularly excited about the 2011 release of the AP Stylebook because, for the first time, they have provided standardized usage for a variety of technical terms. Now I now no longer have to argue with clients about the proper spelling of email versus e-mail or Web site versus website. According to Mashable, there are at least 42 new terms that have been included to define common technological terms, social media terms, and TLAs (three-letter acronyms).

Now we know that, according to the Associated Press, proper usage is email and website as one word, smart phone is two words, and e-reader is hyphenated. And now we can use “fan,” “friend,” and “follow” as both nouns and verbs. (I can’t wait to see if they have decided that other changes are acceptable, like using “grow” as an active verb – “to grow a business” – which is one of my pet peeves.) They have also added unfollow, unfriend, and retweet to the lexicon. According to a preview offered by MarketingProfs, some of the terms that are now standardized include:

  •  
    • check in (v.), check-in (n. and adj.)
    • download
    • end user (n.), end-user (adj.)
    • Foursquare
    • geolocation
    • Gowalla
    • Internet-connected TV
    • iPad
    • Link shortener
    • social media optimization
    • stream
    • tag
    • tablet computer
    • Tumblr
    • WAP

AP has also tackled the alphabet soup of technology acronyms, including those used in texting (another new verb) and instant messages. They define ROFL, BRB, G2G, and even POS, which I thought meant point-of-sale but apparently means “parent over shoulder”; a term younger IMers and texters use to indicate that parents are approaching.

I have already pre-ordered my print copy of the 2011 AP Stylebook, and I am sure it will be more comprehensive than its forebears. For some time I was using Wired Style published by Wired magazine a number of years ago as my guide, but I found it to be extremely poorly organized and incomplete. Like most writers, I suspect I searched publications like the New York Times and the Wall Street Journal looking for common usage – their editors are very diligent about maintaining consistent editorial usage and standards. AP needs to get their guidance from somewhere.

E.B. White (co-author of Strunk & White’s The Elements of Style, which is still the “must have” book for any writer who cares about his or her craft) noted that English is an evolving language, “The language is perpetually in flux; it is a living stream, shifting, changing, receiving new strength from a thousand tributaries, losing old forms in the backwaters of time.” As the language evolves and technology changes usage and brings new terms into use, someone needs to find a way to codify these terms so the rest of us can make sense of them. Like the OED, the AP Stylebook provides a lifeline for the rest of us who are trying to maintain standards of usage in the face of change. Everyone needs standards. Just as the IETF relies on standards like TCP/IP, SMTP, and HTML to form the common language of the Internet, we need similar standards for English usage to promote clearer understanding.

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Burson-Marsteller Delivers Another Black Eye to the PR Profession

Once again, it seems we are getting flacks for being flacks, and rightfully so. You have no doubt seen this week’s news that two PR executives at Burson-Marsteller were engaged in a whisper campaign to undermine Google over privacy issues. The so-called “Googlegate” scandal has given one of the biggest PR firms in the business a real black eye, and it doesn’t reflect well on client Facebook either. The media pundits are once again pointing at the PR profession as a whole, noting that we engage in questionable practices in pursuit of the billable hour. While misdeeds and questionable ethics plague most professions, this one baffles me on a number of levels so I want to see if we can break this down to see how one of the biggest names in PR venture so far off the ethical reservation.

Mercurio and Goldman of Burson-MarstellerFirst, let’s look at the two instigators of the smear campaign, former CNBC reporter Jim Goldman and political reporter John Mercurio. Both of these guys are seasoned journalists who know the ropes, and understand the rules. They have been pitched by other PR professionals over the years and they should understand the ethics of both the journalism and PR professions. Just because you have gone “to the Dark Side” by switching from journalism to PR doesn’t mean your ethics should change, and they both must of known that. I suspect that they were under some pressure from their Burson bosses to take on this assignment and make it shine for high-profile client Facebook. What’s astonishing is that they lied and distorted the facts to achieve their objectives. It’s too easy to check up on the truth in the age of the Internet and that conduct is inexcusable.

(Note that I have some empathy here. During my days as a journalist I once was told to run a smear story for my publisher who had a grudge against one of his competitors. Although I argued that the story had no place in our magazine, served no real purpose, and could land us in hot water, I was told in no uncertain terms to run the story or look for another job. I ran the story, but I made damn sure it was airtight and my facts were sound. To this day I resent having been put in that position.)

Now let’s look at how the media handled this. The USA Today reporter, Christopher Soghoian, who received the initial pitch knew that something wasn’t right so he decided to make the PR firm the story. When he asked who was paying for the project they said that they couldn’t reveal their client and that’s when he smelled a rat. Kudos to Soghoian for calling out these Burson boobs. He even posted the email exchange online. All Soghoian had to do was call the so-called PR pros on their request, reveal the communications thread, and he had his story. There was no need to skew the facts. This also highlights the power and value of the web – there is no need to wait for declassification of documents a la the Pentagon Papers, just post the material for all to see.

Now what about Facebook’s involvement? Early on, speculation was that the mystery client was either Microsoft or Apple, but Facebook finally stepped forward and admitted it was their project, but that it had not commissioned a smear campaign, but rather had engaged Burson-Marsteller to highlighting a problem with using Facebook information for Google Social Circles. This from Forbes quoting a Facebook spokesperson:

“Instead, we wanted third parties to verify that people did not approve of the collection and use of information from their accounts on Facebook and other services for inclusion in Google Social Circles—just as Facebook did not approve of use or collection for this purpose. We engaged Burson-Marsteller to focus attention on this issue, using publicly available information that could be independently verified by any media organization or analyst,” says the spokesperson. “The issues are serious and we should have presented them in a serious and transparent way.”

So in the words of “All the President’s Men,” this is a “non-denial denial.” Facebook gave Burson-Marsteller the assignment but didn’t call it a smear campaign. I can imagine the meeting for this assignment where the client makes an unreasonable request and basically says, “I don’t care how you do it.” No culpability here, but Facebook doesn’t come out smelling too good, either.

Now let’s look at the aftermath.This from the Atlantic Wire:

The two Burson executives responsible for the much criticized campaign, former CNBC reporter Jim Goldman and former political reporter John Mercurio, will be reprimanded, a company representative told PRWeek today. The punishment? Not a punishment at all: more training on company guidelines. Evidently, the two one-time journalists who switched to the other side of the press release fairly recently believed it was a bit darker than it actually is.

Facebook has yet to announce any major retributions or staff shuffles in the wake of the scandal. However, Burson confirmed that they will no longer work with Facebook on the smear campaign against Google. (Good idea!) It’s unclear how damaged the relationship between the PR giant and the tech giant might be, but this most certainly compromises Burson’s recent announcement of their new specialty in tech PR.

So reading between the lines, I suspect what we are seeing here is a combination of the agency trying to keep a big-named client satisfied, being unwilling to say no to the client when that was clearly appropriate, and not providing enough adult supervision to two senior managers who clearly should know better.

What lessons does this offer to us as a profession?

  • All PR professionals need to understand the ethical rules of engagement. As a profession, we need to make a stronger commitment to ethical training, and apply more common sense to PR work.
  • Transparency is important. You have to be forthright about the assignment and who hired you. I have always been a firm believer that our role is to help the reporter as much as we help our clients. Whenever I have a client ask me to do something stupid, unethical, or deceitful to media sources, I explain to them that my media contacts are my bread-and-butter and long after that client is gone, I will have to call on that reporter again so why would I risk that relationship?
  • More collaboration and watching each others’ backs is called for. One of the great things about working as a team is that you can draw from the experience and knowledge of the group. If someone suggests a questionable tactic for a campaign, it’s up to the others in the group to challenge it. All too often I see in agency settings where the junior team members blindly follows the wishes of the clients and their superiors, without question. We need to nurture more independent thinking and open dialogue to keep us all honest.
  • More adult supervision. Even the most senior PR professionals can make mistakes in judgment or tactical errors. If someone had been keeping tabs on Goldman and Mercurio, they might have been able to head off this disaster.
  • PR agencies need to be prepared to say “no” to the client. Just because they pay you doesn’t mean they are right. Sometimes you should say “no” to an assignment, especially if the task is unreasonable or unethical.

What will be the long-term implications for Burson-Marsteller? This firm has made ethical faux pas in the past, and will probably make similar mistakes in the future. Whether they will be able to redeem their reputation or whether they will continue to be an agency you can turn to for a questionable campaign has yet to be seen, and probably doesn’t matter. However, this kind of scandal does lasting damage to everyone in the PR profession. It’s up to all of us to show the world that ours is an honorable profession, despite the few flacksters who make the rest of us look bad.

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A View from the Bubble: “Your Web Experience Is Under Our Control”

When I saw Eli Pariser TED presentation on  has come up with a concept called the “The Filter Bubble,” I was reminded of the old Outer Limits television show and their opening sequence: “We are controlling the transmission… We will control all that you see and hear…”

What Pariser points out is that your Internet experience is being monitored and, more importantly, managed. Okay, this isn’t really news. If you have a subscription to Netflix or shop on eBay or Amazon you know that they have built algorithms into their systems to offer suggestions based on past shopping patterns and preferences. That actually seems, well, helpful. However, what Pariser points out is that by controlling what is delivered online, we are actually creating islands of Web experience that insulate us from other areas of the Web that may challenge our thinking or desires. Apparently, with the help of search bots and search algorithms, we are all creating our own gated communities of web experience where the online vendors and search providers are serving as the gatekeepers.

For example, it never occurred to me that Google, Yahoo, and other search engines are tailoring search results based on what they know about me. Apparently the search results are filtered based on IP address (work or home), computer you are using, time of day, and other criteria. Okay, I expect that from advertisers, since microtargeting consumers is not particularly new. However, I am appalled that my search results are being filtered to provide a more personalized and thereby insular experience.

I was fascinated by the example Pariser offered to prove his point. He had two friends search Google for the term “Egypt,” and one friend retrieved the latest political news while the other retrieved vacation and travel information. Huh? You mean web search is not a neutral playing field? You mean when I look for online information I will get data customized by some robot based on what it “thinks” I am looking for?

Pariser is correct in his assessment that this kind of controlled experience is dangerous. We need to be challenged regarding our world view and we need to be able to share opposing viewpoints. I know my liberal spouse has spirited debates with her conservative compatriots on Facebook, but everyone appreciates the dialogue. What happens when those conversations get filtered out because those conversing are not “like minded”? Then we all lose. The Web should be used to promote the open exchange of information and understanding – that’s what Tim Berners-Lee envisioned.

More importantly, Pariser’s observation’s demonstrate that you can’t rely on the web for objectivity. It is not a neutral news source, and the organizations that are promoting the news are for-profit, which means they are tailoring their data to keep you coming back as a user and potential customer. As Pariser notes in his presentation, in the past we have had editors as watchdogs of journalistic standards, to help promote informational integrity and promote fair reporting and access to information. With the free-for-all of the web, bloggers are now being treated like journalists but they are not held to the same standards, and now apparently the webbots are acting as news editors and determining whether we should receive the facts according to the New York Times or Page Six.

I, for one, like to make my own determinations based on all the available data; not just the information some computer algorithm thinks I might find interesting. How about you?

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Building Social Media Buzz–Blogging and Beyond

Social Media Strategies – Blog to Broadcast

View more presentations from TWoolf.

This is the presentation I delivered today before the Northern California Business Marketing Association Branding Roundtable. We had a good, interactive discussion with those present, discussing their needs, the pros and cons of different channels, and which channels work best for B2B and B2C.

One of the things I am advising clients to do these days is start with a corporate blog. A blog provides brand focus. It is a single forum where you have to think about what promotes your brand value before you commit your thoughts to the blogosphere. Once you have clarified your brand position, it’s easier to feed the social media machine, disseminating your blog thoughts through LinkedIn, Facebook, and Twitter – the Holy Trinity of Social Media.

Of course, there is other content you can use to feed the beast. It was interesting that even talking to experienced marketing professionals this morning, some were still reluctant to dip their toe in the social media pool. They were worried about making a mistake or not having enough content. You have to get started before you can refine the process.

Part of this morning’s discussion, for example, was around corporate process and paranoia around blogging. One of those present said it took months to get the company to approve a blog post because the committee could not agree. Another marketing executive talked about how his managers complained that the tone of the blog was too “friendly” and not sufficiently formal, like a white paper or data sheet.

This panic over initial missteps is what prevents companies from entering into the social media conversation, and ultimately cause them to fail. One of my recommendations is “fail fast, fail cheaply, and correct course.” If something doesn’t work, move on. We actually had an interesting discussion about the longevity of social media content. I noted that, to an extent, blog content is disposable because it has a short effective shelf life. However, it was pointed out that blog content remains discoverable for as long as it’s posted, although you can correct or change the content.  However, social media feeds like Twitter and Facebook have an effective life of hours or days. This means you have forums you can use for social media experimentation to see what works for your strategy.

So this presentation represents just some of the concepts I am sharing with my clients. I would be curious to hear your reactions and recommendations. The floor is open for comments.

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Ad Numbers Are Not in Twitter’s Favor

twitter_bird_arrows_kybdAs a follow-on to last week’s blog post about the future of Twitter, I spotted an interesting item in the Adotas newsletter today regarding Twitter’s anticipated ad revenue.

According to a new report from BIA/Kelsey, there is both good news and bad news. The good news is that revenues for social media advertising is expected to from from $2.1 billion in 2010 to $8.3 billion by 2015. The bad news for Twitter is that the majority of the cash is allocated for display advertising – $7.7 billion by 2015. Non-display revenue, like promoted Tweets and promoted accounts 0 will grow to $600 million in 2015. According to the report, non-display ads, like promoted Tweets, didn’t generate any revenue in 2011, although other sources peg Twitter’s 2010 earnings at $45 million.

According to Adotas, eMarketer predicted Twitter earning sof $150 million in 2011 and $250 million on 2012, which is very much in line with the BIA/Kelsey report. But these figures fall far short of Twitter’s promise. To quote from Adotas:

I can’t be the only one thinking, “That’s it?” But last week I commented that Twitter’s beta text ads would bring in incremental revenue at best — there is no Twitter ad product that promises exponential revenue growth, something that’s ever-more haunting since North American user growth stalled a while ago.

As Twitter’s valuation keeps skyrocketing, it’s getting tougher to turn a blind eye to these grim revenue estimates.

It will be interesting to watch this birdie as the business of social media evolves.

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Is Twitter Just Chirping in the Wind?

I have a client in the social media market who refers to the Holy Trinity of Facebook, LinkedIn, and Twitter. Certainly these are the three most popular social media destinations where users flock to hear the latest news and connect with friends, family, and associates. But as I have noted previously in this blog, these are private companies, they are not part of the Web or the Internet, although they certainly use those resources. And while the open structure of the Internet means that the Web is likely to endure, these companies are capitalists after all and will only continue to grow as they become profitable.

Which brings us to Twitter.

My wife recently directed me to an article in Fortune entitled “Trouble @Twitter,” and the story read to me like the biography of a typical Silicon Valley startup,with all it’s ups and downs. One of the great things about technological innovation is the ride is never boring, and today’s boom can be tomorrow’s bust. You can have the best technology on the planet, but without a solid understanding of your roadmap and the value your customers get from your service, there’s no guarantee of staying power. (How many remember to dot.bomb bubble a decade ago when the slogan was, “If you build it they will come”?)

Okay, the concept of microblogging is cool, and Twitter has developed a huge following – 200 million registered users compared to 600 million for Facebook. However, how many of those users are active? But what is Twitter doing to monetize all that traffic? They’ve tried paid tweets, but is that really paying off? This from the Fortune article:

Just two years ago Twitter was the hottest thing on the web. But in the past year U.S. traffic at Twitter.com, the site users visit to read and broadcast 140-character messages, has leveled off. Nearly half the people who have Twitter accounts are no longer active on the network, according to an ExactTarget report from January 2011. It has been months — an eternity in Silicon Valley — since the company rolled out a new product that excited consumers. Facebook’s Mark Zuckerberg used to watch developments at Twitter obsessively; now he pays much less attention to the rival service. Meanwhile companies are hungry to advertise, but Twitter hasn’t been able to provide marketers with enough opportunities. Last year the company pulled in a mere $45 million in ad revenue, according to research firm eMarketer. Facebook brought in $1.86 billion.

It’s interesting that Twitter was born out of chaos. As the article explains, co-founders Evan Williams and Jack Dorsey found their start-up, Odeo, made obsolete by iTunes and were trying to figure out what to do with their venture money when Dorsey Came up with Twttr to let other people know what you were up to. I think any business expert will agree that “throwing it against the wall to see what sticks” is not a sound business strategy, yet that was the birth of Twitter. To this day, Twitter seems to lack a clear business objective, partially because of changes in leadership, but mostly because the vision seems to have been lacking from the start. Mark Zuckerberg has been with Facebook since Day 1, guiding its operations and providing a consistent vision for growth that seems to be paying off. Twitter doesn’t have those same strong roots, and it shows.

So even the most popular technologies can fail without proper nurturing. Remember the Betamax? Imagine what would happen if Twitter pulled the plug tomorrow because they couldn’t #gettheiracttogether. The short answer is, not much. The world would keep turning and the loss of Twitter would be noticed by a fraction of those 200 million subscribers, but something else would rise in its place. Another platform would emerge to make up the third part of the Holy Trinity of social media.

I am not sounding the death knell for Twitter. They have a huge market opportunity, but they still haven’t figured out how to make it pay. Once they find the right formula, they could be innovators for years to come, or they could fade away. But the hole they would leave will be filled by another entrepreneur with a better business plan, or by an existing company that can acquire Twitter and take it to the next level.

Twitter has demonstrated the power of connection. And whether they succeed or fail, they have proven that we want to connect, even at 140 characters. No matter what for it takes, the power of connection will continue to open up new possibilities for marketers.

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To Blog or Not To Blog? There Is No Question

bloggingLately I have been spending a lot of time educating my clients about the power of social media. Many of them come to me and tell me their customers are bankers or executives who don’t hang out on Facebook, or they don’t have the time to blog about their company. They can’t see the ROI for the trees. What would I get out of trying to build a social media campaign?

Whether you are a butcher or baker or ice cream maker; whether your target audience are a small group of professionals or a demographic that doesn’t seem suited to social media (if there is one), a social media campaign can lend focus to your brand, and help you crystallize your value proposition and ultimately build sales. And it all starts with the weblog.

Why blogging? Because creating and maintaining a blog forces you to think about your target market, your audience, and what you have to say to your customers that is fresh, meaningful, and valuable. If you can’t continue to provide insight and value to your customers, then they won’t stay your customers. And it doesn’t matter what your profession is. If you have something to offer, then you need to shout it from the rooftops.

One of the interesting things about the phenomenon of the Web is that it has served as a great equalizer for business. Just as the DARPAnet has evolved into the Internet and ultimately the web, the core infrastructure is still maintained by the Internet Engineering Task Force (IETF), a neutral body that maintains the standards, protocols, and infrastructure that make up the Internet. The Internet is not owned by any one entity or country, but is a set of interconnected computers that link us all together. It’s like Switzerland – a neutral body that provides equal access to everyone. And just as the Internet is unbiased in providing access, the World Wide Web has become a neutral platform where the corner flower shop can create a web site to compete with 1-800-Flowers. If you can make your business searchable, then you can compete on a global scale.

So why blog? Because a blog gives you a platform from which you can launch a global social media campaign. I am an advocate of reusing content. If you have a good story to tell, then you should retell it over and over using different media. And blogging is a great way to develop new content that can then be reused. Blogging allows you to engage with your customers and others and share ideas that stimulate new ideas and ultimately promote you as a thought leader. And the insights you develop in blog posts can evolve into white papers, sell sheets, material for other social media channels, articles, you name it. Blogging provides a forum for corporate creativity that can be harnessed to drive your brand.

So what do you need to start blogging? The basic technology is simple. You can add WordPress or any an open source blogging platform to your web site, or you can start a blog on Typepad or Blogger or any of the public platforms. The real thing you need is discipline, and inspiration. The New York Times reported in 2009 that only 7.4 million out of the 133 million blogs tracked by Technorati remained active (within the last four month). There are millions of orphan blogs abandoned along the information superhighway, so before you start blogging you need to be prepared to commit. Post weekly, monthly, with some kind of regular schedule. Find your inspiration from other ideas posted on the Web. I maintain an electronic clip file of interesting ideas I find in my daily web surfing and some of them turn into blog fodder. This entry, for example, was loosely inspired by a TechCrunch blog post on why start-ups need to blog. Whatever your inspiration, keep it fresh, keep it relevant, and keep it coming. The content will give you new material you can then use to talk to your customers on LinkedIn, Facebook, Twitter, or give you inspirational insight you can use in your next new business meeting.

Don’t be shy. There’s enough room in the blogosphere for all.

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There is No “I” in Team

Flying Solo Caution SignPublic relations is a creative job. You have to be able to look at a client’s product or service, assess market needs and news angles, and find a way to build market awareness with his target audience. It’s not always an easy task and it requires innovative thinking, solid storytelling – creativity! Good PR and marketing also require solid teamwork. You need to be able to engage with your clients to agree on market objectives, key messages, market differentiators, everything. You need to work together with senior decision-makers to agree on strategy, execution, deliverables, and ways to measure success.

Creativity and teamwork are not good bedfellows.

I have the privilege or working with some very smart and dedicated people. And that means we have some very heated discussions on how to do things to achieve an end result, right or wrong. One of the challenges in being smart and creative is that you can see multiple ways to solve a problem or achieve an objective. However, your ideas may not jibe with someone who is equally intelligent and brings a different perspective. So good PR also requires good diplomacy and a willingness to compromise, even when you are convinced you are right. There is little room for ego if you run a service business.

So I was interested to spot a blog post by Kimberley Weisul on BNET today, “Why Smart People Make Lousy Teams.” Citing a recent study by the Massachusetts Institute of Technology, Carnegie Mellon, and Union College, the findings demonstrate that smart people don’t necessarily play well with others. For example:

– Intelligence does not affect team performance. There is no connection between smarts and teamwork, so throwing smart people at a team-driven problem isn’t going to help you.

– EQ is more important than IQ. Good communications, good coordination, and stronger emotional intelligence (EQ) tend to promote good teamwork. If you have people who are good at reading and responding to other’s emotional needs, your team will deliver better performance. Even a single contributor with a high EQ can make a big difference.

– Strong personalities hurt team performance. Groups where a single strong personality or decision-maker dominates the conversation don’t do as well as groups where team members take turns. Strong leaders are less effective in group decision-making.

According to the research, the easiest way to create more emotionally intelligent teams is to include women:

Women are often perceived to be more socially sensitive, and more communally-minded, than men. To the extent that’s true, it’s easy to see how it could be helpful in a team context. And in the experiments, the researchers found that teams that included women were more socially-sensitive, and better performing, than then all-male teams. (No word on the performance of all-female teams. I’ve reached out to the researchers about that, and will update if I hear back.)

Without revising any additional scientific research, I think I can safely say that the male ego plays a role here. Working with male CEOs and executives, particularly at start-up companies, has taught me that even though they are paying for your counsel and expertise, you have to tread lightly and be judicious with your opinion. (I find women executives are, indeed, more open to new ideas. I also think that’s why women gravitate to public relations.) To be a successful CEO requires a certain amount of hutzpah, and the conviction to stand your ground when everyone else tells you that you are wrong. Sometimes such egos get in the way of success and sometimes they fuel that success; it depends on the situation. But whenever you are dealing with a strong, charismatic leader, the concept of teamwork changes dramatically and the work becomes more of a parade than a huddle. If you can’t follow the leader, then you should bow out.

And that’s where a different kind of creativity comes into play. You need to find new ways to deliver through compromise. No matter how good your approach or ideas, if the client says no, then you have to achieve the goal within whatever restrictions you have to deal with. Being in a service business means you have to fulfill the wishes of the client as well as the requirements of the project. And when the two seem at odds, it’s time to set aside you IQ, crank up your EQ, and deliver the goods.

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More on GoDaddy CEO Crisis Communications – Time to Apologize

From today’s CNBC TV feed

 

Yesterday I posted a blog about GoDaddy’s current communications crisis. Today, I received an email from CNBC asking me to comment. This story continues to escalate, and clearly it’s time for GoDaddy’s management to step forward and say something positive and proactive to restore some of the company’s lost reputation.

In his recent CBS interview, CEO Bob Parsons said”

“I couldn’t be any better,” he told CBSNews.com in an interview. “The blowback – you’ve got to look at who it’s coming from: a small but very, very vocal group that moves in unison, inspired by PETA. Very few of them are our customers.”

Due to the viral nature of the web, this story is indeed touching GoDaddy customers and they are abandoning the domain registry in droves. The blowback is turning into a firestorm as this kind of ongoing coverage demonstrates. Clearly it’s time for the communications team at GoDaddy to step forward, muzzle their CEO, and start rebuilding their reputation. It’s not enough for Parsons to commit to no longer hunt big game. He has to apologize and make amends to the people he has offended, especially his customers.

And if they don’t act soon, GoDaddy is going to lose much of its business to aggressive competitors that are willing to kick Parsons when he is down. Consider the launch of the NoDaddy promotion from Venovix. It’s time GoDaddy gave up this fight before all their customers switch.