Sharing Acts Of Kindness: Bloggers Unite

We purchased five books yesterday. And randomly selected five different cities. Within those cities, we chose five random addresses. And today, all five books will be packaged and placed in the mail. Five random acts of kindness.

Like messages in bottles cast out into the sea, we have no idea where they might go from there — or whether they will be read, or if they will be enjoyed, or if they will be shared as we intend — or even what their fate might be.

All we know is that somewhere in the weeks ahead, five people will each receive an anonymous gift, our random acts of kindness. And within each book, they will find an inscription that asks them to pass it along when they are done, from person to person, until the margins are filled with people who shared it.

Five books. Five cities. Five strangers.

Massachusetts. Someone in Boston will receive The Five People You Meet in Heaven by Mitch Albom. It’s a story that reminds that reminds us that our lives are often interconnected in ways we never imagined.

Colorado. Someone in Fort Collins will receive The Philosophy of Andy Warhol. Warhol imparts a great deal of pop philosophy and little bits of wisdom on the world.

New York. Someone in Rochester will receive We by Yevgeny Zamyatin. Zamyatin’s book left a watermark on Western culture and the world, inspiring everyone from Aldous Huxley to George Orwell.

Illinois. Someone in Evanston will receive the Tao of Pooh by Benjamin Hoff. It’s meant less as a statement for Taoism and more as an opportunity to share a charming and thought-provoking little book.

Arkansas. Someone in Fayetteville will receive Surely You’re Joking, Mr. Feynman by Richard Feynman. His anecdotes add something more than an autobiography.

The inscription.

“You are receiving this book as a random act of kindness. Read it, enjoy it, inscribe it, and pass it along to someone you know so they may do the same.

Knowledge is the one gift that no one can take away. So we hope this book delivers something you are looking for, and if not, then perhaps for the next person you pass it along to. Until one day, this book may find its margins filled with the inscriptions of all those who shared it.”

Pay it forward.

The concept is not new…

“When you [...] meet with another honest Man in similar Distress, you must pay me by lending this Sum to him; enjoining him to discharge the Debt by a like operation, when he shall be able, and shall meet with another opportunity. I hope it may thus go thro' many hands, before it meets with a Knave that will stop its Progress. This is a trick of mine for doing a deal of good with a little money.” — Benjamin Franklin

… just the choices we make to make the world a better place. And today, those choices have made an impact as bloggers share their “Acts Of Kindness” stories from around the world. Amazing.

Campaigning Fans: From Jericho To Journeyman

Yesterday, Amy Vernon with Remote Access let Jericho fans know that Universal HD, a cable network owned by NBC Universal, is airing Jericho for two mini-marathons in high definition, starting tonight. One person commented.

A few days ago, CBS launched a viral YouTube video that is aimed at fans more than new viewers. To date, it has received less than 15,000 views, a fraction of what Jericho fans once mustered. Even the positive comments hint at frustration.

“Thank you, CBS, for finally letting us know what the freak is freaking happening.”

Despite still being the rally cry for consumers, with Charlie McCollum, The Mercury News, recently telling Journeyman fans “good luck with that although it certainly worked with ‘Jericho,’” Jericho prospects are tired of hearing about the campaign that saved the show and not the show. Meanwhile, even diehard fans are growing weary of carrying the rally banner for more than six months with the first real word from CBS arriving last week. Too little, too late? Maybe. We’ll know in February.

All fan campaigns have limits. For evidence, take a look back at the three we turned our attention to last June: The Black Donnellys, Veronica Mars, and, of course, Jericho.

The Black Donnellys (TBD), which was pulled from the air after the first five episodes (and even one of those was unaired), was the long shot. After placing their faith in sending 670 pounds of crackers to HBO (not NBC) to pick it up as a Sopranos replacement, TBD fans had nothing left to do when HBO politely said “no” just prior to the release of TBD DVD. The fans had the passion, but not the numbers nor a full season. Abandoned.

Veronica Mars fans surged in September prior to the launch of a Veronica Mars season three DVD. Since, sales have been admirable but not earth shattering and the fan base is somewhat hindered as people focus on the holidays. If there is any spark left that will carry the concept of a movie, it might be the abundance of DVD giveaways from places like Buddy TV. Not abandoned, but coming close to a closed case study.

Jericho has also seen its share of diminished fan interest despite the best hope for a full revival after CBS acquiesced. CBS will make good on its promise to air the truncated second season in February. However, the network not only missed an opportunity to engage fans, it may also be responsible for the discourse seen throughout the post-renewal campaign. The net sum of six months suggests the network’s half-action split fans into two groups: those who believed CBS will support the show, and those who did not. Alive and well, at least through April.

All three of these campaigns provide some great insights and case studies for fans rallying behind the newest show facing cancellation — Journeyman.

Immediately following the news that NBC allowed the deadline to pass for picking up the rest of Journeyman season one, fans began a campaign to save the show, which includes pooling funds to buy and send boxes of Rice-A-Roni to Jeff Zucker, president and CEO of NBC. Why Rice-A-Roni? Journeyman takes place in San Francisco.

While I’m still being brought up to speed on the viability of the Journeyman campaign, it seems clear that consumers are increasingly prepared to pummel networks for quick cancellation of good shows. Sooner or later, networks might get the message: the old rules are dead. Nowadays, it’s better to feed shows on the bubble than let them fade quietly into the night because there is nothing quiet about vested fans and brands can only take so much.

Killing Quietly: Consumer Opinion

A few months ago, one of the advertising agencies we work with included social media as part of its marketing mix for a national account that we’ll call “Acme.” Acme has a conservative approach to marketing, so we weren’t all that surprised when they dismissed the social media portion of the proposal.

It was unnecessary, they said, because they purchase key words. A quick search of the company’s name reveals that they do. The company captures the top spot on Google and other search engines.

The fifth spot, however, belongs to consumer complaints about Acme. The sixth and seventh belong to individual dissatisfied customers. The eighth is a review site, littered with poor reviews.

Given each consumer description is emblazoned with words like “disaster” and “nightmare,” terms you cannot ignore when considering a major purchase, they outweigh any of the company’s neutral messages. In fact, each divergent and unanswered message compounds and erodes consumer confidence.

Imagine. All of this is being read before the company has a chance to submit a proposal or pitch the customer. Worse, it makes their customer service representatives look like cons and charlatans, ignorant of what is being said about their company at best.

It’s a shame because despite the abundance of negative messages, Acme is fine company. The primary reason for the disparity between their product and consumer opinion is largely related to unhappy consumers having louder and more passionate voices than happy customers, who are too busy enjoying the product to say anything.

Yet, unaware and/or unconvinced, the company continues to allow its brand to be slowly and quietly killed, drowning in the sea of social media. They have no idea, they say, why they have lost market share. Yet, part of the reason seems to be obvious.

Social media shapes more opinion than all other media combined.

One of the newest surveys conducted by BrandWeek reinforces the point.

• 47% of all respondents said they would go to a social networking site to download coupons or search for gift ideas if those services were available;

• 45% said they would visit a social networking site to find out about upcoming sales in stores or discounts on products;

• 22% said they would read or write a product review on a blog.

With results like these, even Nancy Costopulos, CMO for the American Marketing Association, told BrandWeek that they are well aware people are avoiding advertising messages and looking for alternative opinions.

While I won’t go so far as to say that social media is making advertising irrelevant, I will point out that if brands are the net sum of all positive and negative impressions (the relationship between the company and consumer), then it stands to reason unchecked social media may be delivering a deficit.

I suspect many companies know it too, but it’s hard to admit until there is a crisis. Even Acme demonstrated there is some truth to this. When the agency challenged Acme to present five reasons why social media is not right for them (which I was to politely and publicly address on this blog), they quickly declined.

Why not? If social media doesn’t matter, then what difference does it make? You know, they said, just in case. Unfortunately, based on online identity calculations alone for Acme, “just in case” seems to be “as a matter of fact.”

And they are not alone. While some accounts have engaged us in social media, several are content to say that they are not ready for it. Some are so not ready, they passed on a complimentary social media evaluation and proposal that might reveal how new media might best work for them.

The paradox is that they might not be ready for social media, but social media has been ready for them, starting more than a year ago. Since, it has been slowly and silently killing them for every day they remain disengaged. Special thanks to Evolution for allowing us to share this story; not all agencies are so ready address it. We are grateful to have you.

Advertising Focus: Online Content

Adam Mazmanian, lead editor for the American Advertising Federation’s Smart Brief, outlaid some pointed and apparent issues for 2008; challenges and opportunities that we agree will drive the conversation net year.

“Mobile marketing and social-network advertising promise to be big topics, as well as the way television advertisers grapple with an audience that is increasingly watching what they want, when they want,” he said.

Sixty two percent of Smart Brief readers, which consist primarily of advertisers and marketers, said they would advertise on an online social network. Seventy-seven percent concur that the online medium will continue to see the biggest jumps in terms of advertising growth rate.

Which medium will see the biggest growth rate in 2008?

• Online — 77 percent
• Outdoor — 8 percent
• Television — 5 percent
• Radio — 5 percent
• Print — 5 percent

Given television is counting down to go all digital and broadcast-Internet convergence seems like the next logical step in program distribution, allowing broadcasters to better develop social networks and other online support content around original programming. The future seems pretty amazing, unless eager developers like Facebook overreach.

According to Mazmanian, the FTC will be taking a hard look at the way online content providers target Web users in 2008. He said they are likely to address a growing call for a "Do Not E-mail" registry, which might be similar to the national "Do Not Call" list geared toward telemarketers.

This falls in line with what Harris Interactive cautioned mobile advertising developers about months ago. Always make it an opt-in they suggested.

All of this places a new emphasis on speed to market. Some of our own research anticipates that online content developers will be best served to have their plans in place as early as possible next year before market entrance becomes increasingly challenging, with the “shiny new object” phenomenon seeing diminished returns.

Donating Nickels For Clicks: Les Scammell

When Les Scammell, a semi-retired educator and blogger living in the little town of Gympie, Australia, heard about a family struggling to keep a roof over their heads this Christmas, he and his family decided to do something about it.

They filled a couple of boxes with toys and sent them off. It was a small gesture, but enough to remind the struggling family and their children that there is still a lot to hope for in the world. The burden of a ruined Christmas for their children was lifted.

And as they often do, this simple gift of kindness by the Scammells inspired yet another. Since they had already made a small profit on their stock portfolio, they decided to donate it rather than roll it over. The proceeds have gone on to help more children through the Salvation Army and St. Vincent de Paul Society.

From this gift, it seems Scammell learned another lesson as people often do: generosity attracts more opportunities for generosity — something he wants to share with the blogging community and anyone else who has a spare minute of time.

When you visit any of his blogs, Just 4 Families, My Radical Blogs, and Coolayla, he will donate a nickel. Visit all three today, and he’ll donate 15 cents. Visit all three, every day through Dec. 19, and you will be responsible for more than $1 donated to charity. Send 100 friends to visit, and well, you get the idea.

“We set a target of $250, but actually hope to exceed it,” says Scammell. “At present, we have $120 from online advertising (that we’re adding in) and another $50 from visitors. I hope we can make it. Really, my wish target is more around $500.”

His pledge, one nickel for every visit, with no limit, will be donated to the Salvation Army, St. Vincent de Paul Society, and several families in the area that he says could use a PMU this holiday season. PMU, he says, stands for “pick me up.” To me, it stands for lifting the spirits of others.

“I’ve found the blogging community to be rather apathetic to a lot of causes,” Scammell says. “My traffic had a tiny spike when I first started, but has since gone down a little. I was hoping someone would Digg or help push it in other venues. But I have met some new people through the promotion and they are loyally visiting each day.”

Undeterred, Scammell continues to promote his pledge and ask people to be part of it. Nothing would make him happier than to see people visit his three blogs and drive his next donation amounts to $500 or $1,000 or even $1,500. But even his original pledge of $250 would touch a lot of lives, including yours if you take just a minute of time to visit all three blogs today, tomorrow, and for the next seven days.

• Just 4 Families provides tips and hints for helping families.
• My Radical Blogs offers reviews and rants from the radical blogger.
• Coolayla, his newest blog, paints a picture of the town he lives in.

All three of them make giving easy with a nickel a click for children this Christmas, or a nickel for hope this holiday season. Whatever you prefer, I can promise you this — generosity attracts more opportunities for generosity.

Dropping Customers: PacifiCare

Ike Piggot’s Occam’s RazR is a blog to watch for many reasons. Just one of many standout posts tells the story of how Citibank erased the last dime due from his account rather than force him to send a .10 check with a 47-cent stamp.

It’s a great customer service story and a fine example of how social media can catch people doing good. It can also catch them doing not so good.

My customer service story is a bit different, with the amount right around $1,000. That’s right. Our health care provider doesn’t want our payment for November, possibly saving us a grand.

There is catch, of course. PacifiCare would rather drop us. We found out yesterday after my partner was prompted by a past due statement that claims we did not make a payment in November.

We did make a payment in November, just without a payment coupon because PacfiCare was slow to send a new book with an adjusted rate after I moved into the 40-something column. She knew it was going up and even called to find out what the adjusted rate might be. They weren’t sure so she sent a payment anyway.

After she received the past due notice, she called again to let them know that she had sent a payment, but it apparently had not posted. In fact, she even sent yet another payment priority mail once the coupon book arrived, just in case.

The customer service representative thanked her for the call, but said it didn’t matter. According to PacifiCare, we were dropped six week ago (we just didn’t know it). So now, even if they found the payment (or both payments), our only option is to reapply, which is impossible because PacifiCare longer accepts applications from Nevada.

In other words, we were dropped six weeks ago because of PacifiCare policy and were never notified. Or perhaps more accurately, we were slowly dropped starting two years ago, ever since PacifiCare merged with UnitedHealthcare (UNH). Originally, we thought the merger might be a good thing, given the promises emblazoned on the company’s Web site.

“The health care system isn’t healthy. At UnitedHealthcare, we’re committed to improving the health care system. We aim to take what’s wrong and make it right.

We know. That’s a bold statement. But no one is better prepared to lead a heath care revolution than the strongest, most committed health care company in the nation.”

We get it. UnitedHealthcare means that if they cannot service you properly, like sending adjusted payment coupons promptly, they will drop you. And maybe, if you’re lucky, you will even find out. Amazing!

Am I upset? Not at all. Thank you PacfiCare, UnitedHealthcare, and UnitedHealth Group. Your lack of customer service has prompted us to find a better health care provider with a better plan at half the cost. We appreciate it.