Mixing Messages: CBS To Jericho Fans

On one hand, CBS is doing everything right with Jericho (although seeing a corporation encourage what started as a hip fan-based “Jericho Digg-a-thon” is a bit out of the ordinary). On the other hand, CBS went with an exhibition game featuring the Bills vs. Saints last night.

While there is nothing wrong with that (football is big bucks, even in preseason), it rightfully raised the dander of some fans. The reason? Miscommunication or a lack of communication all together.

When you have several thousand fans promoting a show at a set time every Friday night, they feel kind of silly when their friends call them, e-mail them, or twit them back to ask “What show?” It’s not the first time this week someone noted CBS seems to have two messages…

“We want them to watch at 8 o'clock," Nina Tassler, president of CBS Entertainment, told The New York Times. “And we need them to recruit viewers who are going to watch the broadcast."

“So at the end of the day, as long as I'm getting paid for it, I don't care whether you are watching CSI on CBS at 9 p.m. on Thursday night, on your DVR, if you are getting it on Amazon.com, or CBS.com,” said Les Moonves, CEO of CBS, Inc. to The New Yorker's Ken Auletta three days later. “So once again, the distinction, you are still watching CSI.”

Wow. If that’s true, then Jericho fans have a lot more leverage than I imagined. If that’s true, then Jericho fans are almost certain to have a third season. If that’s true, then “if” seems to be the operative word when it comes to Jericho.

Sometimes people seem unsure about my suggestion to develop consistent messages from a core message system that resonates throughout a company and then outward through various audiences, regardless of the company’s size. But the quotes above provide the reason. CBS cannot be dependent on the Nielsen ratings and free from it at the same time. Can they? And here I thought quantum physics was more likely to be found in Eureka.

There are six days left to enter Copywrite, Ink.'s contribution to consumer-generated Jericho buzz:. The free “Expanded Universe Short Story Competition” entry deadline is Aug. 17.

Targeting Jobs: Daniel Lyons

Originally, I was going to pass on The New York Times outing Daniel Lyons, a senior editor at Forbes magazine, as the infamous fake Steve Jobs blogger. It was already covered ad nauseum and, with John Mackey still in focus, I wondered how many anonymous blogger stories might be too many.

But then, The Buzz Bin highlighted Todd Vanhooser’s comments that cut right to the chase. They clip some of the very best quotes from Lyons during an interview with Sam Whitmore, circa 2005. Back then, Lyons had all but admitted to a bit of a jealousy over bloggers.

"[Bloggers] have a lot of power, and a lot of companies ... live in fear of these guys." Why? Because there are no rules of engagement like there are in the MSM, Vanhooser summed the Lyons interview.

Rules of engagement for mainstream media? If Lyons felt stifled as a reporter, he might have tried a different publication or professional designation (op-ed writers and columnists have more fun). But then again, his plight hints at where mainstream media sometimes goes off the beaten path and leaves the public looking for online content.

You know, originally, there were only supposed to be two rules of engagement for journalists: tell the truth and shame the devil.

Everything else is a much more recent invention, including the need for two sources on every occasion (even when hard evidence is in hand). In fact, most of the new rules — full disclosure, source verification, not really “off the record” solicitations, etc. — were largely overreactions to the few who damaged the reputation of the many, and the overzealous ridiculing of public figures who demanded that journalists abide by the same rules they prescribe.

Fortunately for Lyons, the media is in an anonymous poster joking mood. Hee hee. Ha ha. Mackey, Lyons, Jessica Carter (the anonymous Capitol Hill sex blogger). Aren’t they all cards?

Look, I don’t think Lyons had an agenda against Jobs (like some anonymous bloggers seem to have against their targets). It doesn’t appear he had any malicious intent. And it probably didn’t hurt Jobs or Apple at all. It’s not even really fair to draw a comparison between him and Mackey or Carter.

However, he raises an interesting question. When you can no longer trust the people who were once charged with protecting public interest by telling the truth (as opposed to two sides of the story), who can the public trust?

Rolodexing Disaster: Facebook

Ever since Robert Scoble declared Facebook the new Rolodex, everybody has been giving it ample attention. Forget the “bright shining object” syndrome that seems to have overtaken social media; when Scoble talks about Facebook and the end of e-mail, it reads like social opium with no thought necessary.

Well, he’s wrong. Facebook will never be the new Rolodex and e-mail is here to stay. Why’s that? Two words: Harry Joiner.

Joiner is a leading e-commerce recruiter who writes the popular Marketing Headhunter blog. He used the Facebook UI to “slurp up” contacts in his Gmail address book (all 4,600 names) and then sent them all Facebook invitations (much like similar platforms). He was banned for it without warning.

Plenty of people have weighed in while I’ve danced around the issue for a few days. Marketing Headhunter has captured most of those comments right here. So, there isn’t much more to rehash, except one thing.

Since Joiner is not allowed on Facebook, what good is Facebook to me if he happens to be in my Rolodex, electronic or otherwise?

Do I keep a second Rolodex just for Joiner and anyone else who happens to be banned without warning? Or what if I trust Facebook to be my new Rolodex and they decide to ban me? All my contacts will be lost, gone, stolen away?

Look, there really isn’t anything wrong with trying out the newest shiny object in social media. (I only do it out of self-defense because some clients have questions after Scoble and company make outrageous claims.) However, all of this reminds me of the stock market in the 1980s. Every stock seemed hot because the economy was hot. A few years later, we quickly learned that not all hot stocks had value. Neither do all bright shiny objects.

Maybe it’s time for boiler room shiny object brokers to have a reality check before they cause a bust.

The truth is that most (not all) social media folks only talk up the services they excel at because it makes them feel good to be on the leading edge of something, anything, and everything. It is not prudent to trust one online service application with all your contact information nor is it prudent to attempt to gain a foothold in all them all. Most people (even business people who aren’t ignorant or whatever social media experts call them) are still learning their way around e-mail and Google let alone knowing anything about social media beyond MySpace teacher scandals. And, as much as Scoble has something to lend, sometimes he cannot see the forest for his focus is on the trees.

As for Facebook, there is nothing wrong with it when it works as a social network in the fast-growing bubble of all social networks. But it seems to me that there is something wrong with it in its terms of service, enforcement policy, and its inability to see that it has created a minor crisis that will continue to grow as more members are banned without reasonable explanation. My Rolodex? I think not. Another tool? Maybe.

Driving Brand: McDonald's Corporation

It seems Coca-Cola has some proven company in breaking through the brand clutter. McDonald's, with more than 30,000 local restaurants serving 52 million people in more than 100 countries each day, has struck the neuroscience nerve.

Carrots, milk, and apple juice all taste better to preschoolers, ages 3-5, when they are wrapped in packaging that sports one of the most familiar brands in the world. At least that is what they found in San Mateo County, Calif. when 63 children were given the same foods. The only difference was the wrapper.

The impact is amazing, but it is the age at which this brand embeds itself that is extraordinary (and perhaps a little bit frightening). The research appeared in the Archives of Pediatrics & Adolescent Medicine and funded by Stanford and the Robert Wood Foundation and it was picked up by the Associated Press yesterday.

In a prior experiment, the researchers demonstrated that even a single exposure to a television advertisement affected preschool children's brand preferences. This study found that the frequency of eating at McDonald's was not the only influencer. The number of television sets in the household also played a factor.

This doesn’t surprise me. All of us, but children in particular, respond to visual and audio stimulus as if it were real whether we admit it or not. In other words, what we see on television has an equal chance to impact our decisions on a subconscious, if not conscious, level (assuming the writers and producers know what they are doing).

Founder Ray Kroc knew what he was doing. He not only raised the bar on the principles of quick service standardization, but also forever linked the idea (if not the practice) of quality, cleanliness, service, and value to McDonald’s name.

“If you work just for money, you'll never make it, but if you love what you're doing and you always put the customer first, success will be yours.” — Ray Kroc

Although some may argue not all local franchise owners measure up to Kroc’s vision, it doesn’t matter. McDonald's spends more than $1 billion dollars in advertising per year. That’s a whole lot of positive impressions.

Fun fact: Our first regional television script was written for McDonald’s in the early 1990s. It was part of a regional campaign to determine which of the “Arch” burgers would be introduced nationwide. While the “Arch Deluxe” won, the “California Deluxe” beat out Big Macs in some markets. McDonald’s has one of the strictest shot standards in the quick service industry; no one is allowed to actually “eat and chew” food on camera.

Serving Diversity: From Mauler To Social Media

While this analogy of social media to the restaurant industry is not the first step to develop a social media mix as an extension of your business strategy, it does illustrate something that public relations professionals, marketing experts, and so-called celebrity A-list bloggers sometimes forget. As a whole, the blogosphere isn’t all that different from the restaurant industry. There are different strokes for different folks. The model of success for one might not work for another.

Yesterday, I shared some wisdom from two Mobile five-star restaurants. You might have noticed that neither of them said anything silly like you have to have duck on the menu. So today, I thought it would be fun to share some insights from another favorite celebrity chef of mine; someone who knows something about diversity and shares something in common with me.

Gustav Mauler has owned successful several restaurants (I’ve reviewed a few over the years). Currently, he operates Spiedini, Sazio, and Gustav’s Cigar Bar, each of them a little different. When he received a Las Vegas Chamber Community Achievement Award in 2002 (an honor we share), I asked him for five quick keys for success.

Gustav Mauler’s Five Keys For Success

1. Love your profession.
2. Cater to your guests — continually improve systems to consistently exceed the customer’s expectations.
3. Run your business with integrity.
4. Share your talents through education.
5. Give back to the community.

He didn’t say open a cigar bar or why gorgonzola works with spinach salad a little better than parmesan. Some of the fine bloggers at BlogCatalog seem to get it. I asked them what kind of restaurant is your blog and their answers are as diverse as you might expect. You can see them all in the discussion string (highly recommend), but here are a few highlights with their descriptors up front:

• A tea room (Thrift Shop Romantic.)
• A basement coffee shop (Tetsujin’s Blog.)
• A pet-friendly eatery (Pet Friendly Travel.)
• A roadside diner (Agents Don’t Do Housework.)
• A Norwegian “special bite” (Chiamimi.)
• A Willy Wonka chocolate factory (Eavesdrop Writer.)
• A local café (Apathetic Lemming of the North.)
• An ice cream parlor (Daisy The Curly Cat.)

There are many more choices for sure. But what about the public? Are people only interested in celebrity chefs or quick service twits? Let’s find out. Vote for the broadest social media dining styles that represent where you’re likely to go most often. You can pick multiple choices, but only vote once.

Feel free to add your own dining “descriptor” and (include the html text only as results vary) in the comments. I’ll revisit this issue sometime next week (after the poll closes). Sure, this is hardly scientific, but I have a few theories in the works.

Dining Out: Recipes For Social Media Success

After eating a late lunch at Claim Jumper yesterday, neither my son nor I felt all that well. As a former dining reviewer, it wasn’t hard for me to figure out that the food had waited too long on the hot plate before service; the same experience two other guests complained about before departing in a huff.

Social media can make you feel the same way sometimes. Undercooked entrees, poor service, or unrestrained comments leave you wondering why you dropped by to sample the menu (if there is one).

After following a link to Robert Scoble talking about the death of blogging (hat tip to Geoff Livingston’s take on content vs. contacts at BlogStraightTalk), I felt like I did after eating at Claim Jumper.

Sure, I like Scoble’s blog, but lately he seems to be serving up a different dish than what attracted me to begin with. And he hasn't been all that kind to some patrons either. As a “celebrity chef” of blogging, he might know better.

Rather than berate the point, maybe it would be more useful to remind everyone that like restaurants, there are several different culinary styles to social media. Whether you want it served up like fast food (social networks), hole-in-the-wall (undiscovered C-listers), established favorites (B-listers) or something gourmet (A-listers, while they are A-listers anyway), you can always find what you are looking for (and some days you want one more than the other).

But regardless of what kind of blog you have (ancient wisdom, tech and trendy, or fast and frenzied), the best bloggers, no matter what list they are supposedly on, always underpin what they have with some common sense. I could list a hundred or so who do it right. But rather than do that, I’ll share what Julian Serrano, executive chef at Picasso (Bellagio Hotel and Casino), and David Renna, then general manager at Renoir (The Mirage Hotel and Casino) shared with me when their experiences became the first Las Vegas restaurants to earn Mobil Travel Guide’s prestigious five star rating.

Julian Serrano, Picasso (2000)
1. Everyone must work hard and work together as a team. Everyone must think the same.
2. Everything must work together—the service, décor, and location—in order to give guests the best gastronomic experience possible.
3. You must have the best quality produce and products available. Nothing less will do.
4. Make each guest feel special and important.
5. You must provide good service, good food, and a good overall dining experience.

David Renna, Renoir (2000)
1. Surround yourself and your staff with the most talented people available.
2. You must have commitment from every member of the staff, whether it be the chef, waiter, steward or manager.
3. While it can often be a difficult and expensive task, producing the finest ingredients and wines from around the world makes a tremendous difference in the overall presentation and experience.
4. Service must be professional, and above all, personalized.
5. Every evening, every table, every guests. Create a seamless and hopefully flawless dining experience.

Now that is five-star dining (no wonder why I sometimes miss the assignments). And, not surprisingly, it also happens to be the recipe for social media success — surround yourself with talented contacts, make sure everything is working together, always provide the freshest ingredients, infuse some original content and ideas from around the world, and personalize the experience for guests as much as possible.

It seems to work. So much so that just like most restaurants, the ability to stay on top wth five stars (regardless of seating capacity) has a lot to do with serving substance over flash in the pan.