Tag Archives: ABC News

Is Obama Bypassing the MSM? And If So, Is That a Bad Thing?

A thought-provoking story published Tuesday on ABC News.com asks whether the Obama administration is attempting to bypass the mainstream media in an effort to both control its message and connect with the American public.

Reporter Devin Dwyer observes:

“The White House Press Office now not only produces a website, blog, YouTube channel, Flickr photo stream, and Facebook and Twitter profiles, but also a mix of daily video programming, including live coverage of the president’s appearances and news-like shows that highlight his accomplishments.”

The White House recently has launched a series of online programs, including “West Wing Week,” “Open for Questions” and “Advise the Adviser: Your Direct Line to the White House.”

The Obama campaign was widely applauded for the successful use of social media that helped sweep him into office in 2008, but now it seems those very same strategies are running afoul of the mainstream media, who bemoan the lack of access to the President they feel they should have.

Dwyer reports that the White House press corps were barred from the President’s START Treaty signing ceremony and from his post-State of the Union cabinet meeting, and that reporters were limited to one question each during a joint Q&A session with Canadian Prime Minister Stephen Harper.

I strongly believe in the role of a strong media apparatus and its role in questioning our leaders and providing the public with the information we need in order to make informed decisions and ensure that we’re appropriately represented in Washington and elsewhere. The White House should be open and allow journalists to do their jobs.

On the other hand, creating a direct-to-the-consumer (or electorate) news channel is a brilliant strategy that can and does help the governors connect more directly to the governed, and one that my friend Ed Lallo of Newsroom Ink has employed this “private label news strategy” for clients including Imperial Sugar and Louisiana Seafood.

In an age when newspaper staffs and news-gathering budgets are shrinking and the race to be first is more important than the responsibility to be accurate, the Web offers a wealth of opportunities for your organization to share “what’s really happening” with stakeholders and balance what’s being reported by the mainstream media.

Are you relying on the news media to tell your story? If so, are you missing out on ways to share your story directly with those whose opinions and perceptions truly affect your business?

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Filed under Journalism, Social Media

Baptism by Fire: Why Getting Flamed is a Good Thing

Been meaning to get around to an item from last Saturday’s Wall Street Journal on marketing in cyberspace, which contained a pearl of wisdom that makes most CEOs very, very nervous—allowing your company to be publicly criticized on your own Website.

Columnists Tom Hayes (a former VP at HP and Applied Materials) and ABCNews.com Contributor Michael S. Malone refer to the concept of “clouds,” defined as “organic, self-forming and often self-governing communities of interest [on the Internet]. Companies such as Hewlett-Packard, Frito-Lay and Harley-Davidson use their clouds as feedback loops to get better faster by obtaining good, timely, often brutally honest customer insights.”

Hayes and Malone correctly point out that most companies are simply not ready to place themselves in the clouds, because they provide your most dissatisfied customers with megaphones for the airing of grievances.

“In the old model,” write Hayes and Malone, “customer-service departments aimed to placate or jettison disgruntled customers. In the cloud model, the idea is to cultivate and reward them. That’s not an easy transition.”

Amen.

But there’s an important point here, best summarized by Nobel Laureate Elie Wiesel, who said, “the opposite of love is not hate, it’s indifference.”

The cyber-curmudgeons who take the time to gripe about your company on the Web do so not because they have lots of spare time and no friends but BECAUSE THEY CARE.

Listening to criticism is difficult. Listening to criticism in a global forum can be excruciating. Especially when you have fowled up. A single transgression becomes a public flogging. Not fun.

Criticism, in most cases however, is not punishment. It’s advice that you can and should use to improve your products and services.

Most critics (read: your customers) just want to be heard and would be over the moon if you actually took steps to solve the problem. Embrace their input, acknowledge their value to your business and do your best to fix whatever is broken.

And after you’ve fixed the problem, tell them (and everyone else reading your message board, blog or other online forum) that you’ve made things right and encourage them to re-experience your (improved) products and services for themselves.

The upside, (enhanced perceptions of your company’s concern for customer service, resulting in greater customer loyalty) far outweighs the (temporary) pain of a good flaming.

Or to pull a quote from the movie Drugstore Cowboy (and I’m paraphrasing), “there’s nothing more life-affirming than having the crap beat out of you.”

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Filed under Listening, Social Media