Missing Targets: Target PR

Last week, the public relations department at Target learned something about new media: it’s interconnected with old media (if there is such a thing anymore) and the links and lines between the two are not always clear.

The New York Times followed up on a post by ShapingYouth, a blog about the impact of marketing on children. The apparent conflict arose over an advertising campaign that has been criticized, as The New York Times describes it, because it “depicted a woman splayed across a big target pattern — the retailer’s emblem — with the bull’s-eye at her crotch.”

Personally, I never made the connection. But there are plenty of advertising folks and consumers who did.

But this post really isn’t about that, despite having years of research that relates to sexually suggestive advertising as well as cognitive thinking by consumers. Nor is it really about ShapingYouth author Amy Jussel’s approach to contacting Target or Target’s ill-advised response, given that it wasn’t even true.

“Unfortunately we are unable to respond to your inquiry because Target does not participate with nontraditional media outlets … This practice is in place to allow us to focus on publications that reach our core guest.”

There are a number of public relations and social media-related blogs that have already weighed in on the subject, most of them recognizing that Target may not have needed to respond to Jussel’s aggressively assumptive inquiry, but delivered an inappropriate response. Here’s a sampling:

“So, let the lesson be loud and clear: Bloggers are media too!” — Speak Media

“…despite the ridiculous sentiments of Jussel, Target’s response was even more out-of-line.” — The PR News Blog

“In an ideal world, PR pros should always strive to enter into a conversation with any journalist that submits a reasonably legitimate media query. In reality, however, it's not scalable to offer the same level of responsiveness across the board.” — The Flack

Answering Social Media Inquiries Is A Function Of Public Relations

While scalability to address social media seems to be an issue for many public relations departments (even at larger companies like Target, apparently), it doesn’t make sense to me that any company would dismiss a blogger’s inquiry given that they wouldn’t dismiss the same inquiry by an average customer. And therein lies the real rub.

Companies are becoming too hung up on a definition of “blogger” as a noun and not considering that “blogging” is best described as a verb. Unfortunately, when it is applied as a noun, everyone gets a bit wacky and dismisses all the other nouns that might apply.

Case in point: Jussel is not only a blogger, she is also a consumer advocate and Target customer. I doubt Target would have dismissed either of these definitions as readily as they dismissed Jussel as a blogger, regardless of her approach.

Jussel is not alone. Most “bloggers” have multiple labels that emblazon their name badges. (I have several dozen; take your pick.) Let’s consider that.

Some bloggers are journalists; some are not. Some demonstrate at least some semblance of being one, even if it is more op-ed commentary as opposed to objective reporting; some do not. Some want to be engaged by companies; some do not. Some … well, you get the point. But among all these titles and monikers and definitions and styles, there is one thing every company must consider.

All bloggers are consumers and possibly customers. Period.

Given that most companies would not brush off consumers the same way — “We are unable to respond to your inquiry because we do not address the concerns of customers because it’s not scalable to offer the same level of responsiveness across the board.” EGAD! — it doesn’t make sense that a public relations department would brush off bloggers, consumers who may publicly write about it.

So what’s the solution? Pretty simple, really. At minimum, even if the company has some erroneous anti-blogger policy, public relations departments need to be able to identify who is making the inquiry and then route the call to the appropriate department if the appropriate department is not public relations.

That’s not a social media policy. It’s common sense.

And if Target had applied even some semblance of it, they may looked like heroes instead of something else. It takes far fewer words and follow up to simply send out something along the lines of … “Thank you for your inquiry. The advertisement is not meant to be sexually suggestive. However, we have forwarded your concern to our [insert department].”

Sure, as a 3-second solution, it’s not perfect. But then again, I wasn’t shooting to be interviewed by The New York Times or irritating several thousand customers. I was simply considering what the lowest level of response might be, assuming the company wants to pretend that social media doesn’t exist.

Defining Convergence: Advertising - Entertainment Crossover

"The reality of it is that the future does not fit into the containers of the past.” — Rishad Tobaccowala, CEO of Denuo Group, a Publicis Groupe

According to Ad Age, Tobaccowala said it’s time for marketers to drop the idea that they can authoritatively distribute promotional messages by traditional means and get their heads around the notion that they must create content where audiences can migrate. As an example, he points to Nestle’s Purina, which has moved well beyond the static content that was once associated with a Web site. It includes user-generated content too.

Although I wouldn’t go so far as to say that traditional advertising is dead, social media, interactivity, and consumer participation is becoming part of what will become a very changed communication landscape. And it’s not just about what marketers can do, it’s also about how the entire media landscape is changing.

Broadcast industry growth is mostly flat, enough so that local stations are looking elsewhere for content distribution. (I’ve mentioned several times: local station viewership of truncated segments online is outpacing the broadcast news product.) The New York Times noted today that some stations are not only creating original programming, but also purchasing the online rights to syndicated shows.

“I have seen local broadcasters move from looking at their Web sites as cost centers to looking at them as profit centers,” said Adam Gordon, the chief revenue officer of WorldNow. “It has taken time to get ad agencies to shift their attitudes and habits.”

The article speculates that if it works, local affiliates may play the same role online that they do on television, in which they buy the rights to programming from producers. But what the article does not say is what seems to be — both sides are playing to the middle. Convergence.

Convergence means producers having an equal opportunity to have their shows picked up by a company or distribution channel that may or may not be advertising supported. In some cases, companies might even produce some original content, with the option to syndicate it and/or sell downloads.

Sure, we all know that was along the lines of the lackluster debut of Bud.tv. It was too much too soon and without a clear focus or real understanding of their consumers (um, shows about beer might have worked) with additional damage caused by placing the entire concept in a lock box.

On the contrary, while Bud.tv traffic continues to drop, one of its debut shows, the sci-fi computer generated “Afterworld,” continues to gain a larger audience on its own. Whether you like it or not, a show like this is an asset with the potential to move beyond Google ads — sponsorship, syndication, product placement, pay-per-download, etc.

With such a variety of options available, shows like Journeyman and Jericho will be less likely to face cancellation as much as distribution shifts, provided they have a viable audience. Based on the Jericho’s Feb. 12 download buzz alone, there is obviously an audience. Anywhere there is an audience, there are advertisers.

The only thing missing from the mix is the realization that the past containers don’t work anymore for marketers, for advertisers, for producers, or networks.

E-Mailing Everybody: Marketers Say Spam Works

Forget Facebook and other online advertising models for a minute. Datran Media released a study that says direct-to-consumer e-mail spam works.

More than 82 percent of the marketers surveyed indicated that they plan to increase e-mail marketing this year. That’s a whole lot of e-mails.

Why? As much as everybody complains about e-mail advertising, it seems to work. The Direct Marketing Association (DMA) even released a report that says e-mail ROI can hit as much as $45.65 on every dollar spent, which is twice as much ROI earned from other mediums.

This study mirrors other industry specific releases sent out by the DMA, including one that predicted e-mail from the insurance industry will increase as much as 23.4 percent in the next few years. The insurance industry is not alone. E-mail advertising has become a red-hot choice among marketers nationwide.

Except. There are some things working against e-mail ROI. There is the increasing pressure on state legislatures by the public. There are the issues that cross over into the Federal Trade Commission’s consideration of online advertising. And, of course, there is the growing problem of over saturation.

Simply put, the more e-mail advertisements that consumers receive, the less effective the medium will become and the more likely it will be prone to stricter regulation. There are other considerations too, including that the DMA study on ROI in terms of dollars does not adequately consider long-term brand consequences or negative impressions. It also doesn’t consider the risks that more consumers associate with it.

Like most advertising and communication, direct e-mail advertising is a tool. It does not work for all companies or products, and can even be detrimental for some. Inc. recently published a great column that helps temper the hype and brings it back into focus.

Personally, before considering an e-mail campaign, I think many companies are better off thinking about a well-executed social media plan. Social media can be equally, if not more, effective because it allows the consumer to receive information when they want it and how they want it: RSS feed, e-mail subscription, social network announcement, Google search, etc.

Sure, social media, such as a blog, is considered passive by comparison. But then again, the communication doesn’t rely exclusively on an e-mail list either. In other words, while more than 70 percent of marketers said they intend to use e-mail to enhance consumer relationships, one wonders if consumers share their point of view.

Yodeling Less: Yahoo! Cut Backs

Yesterday, Yahoo! announced that what was expected to be hundreds of layoffs will be rounded up to more than 1,000 jobs cut. Unfortunately, the writing has been on the wall for some time as several Yahoo! assets were underperforming.

Yahoo Video fell 80 percent while traffic to rival YouTube grew by nine percent. Metacafe grew by 27 percent. Traffic on Yahoo! asset MyBlogLog, a social network for bloggers, has been declining since a poorly communicated move to Yahoo! IDs. Gmail seems to have an edge over Yahoo!
Mail, which is a bit more clunky than it used to be and is largely unusable by Safari (a small, but still viable percentage of accounts).

Not all the news is sour mind you. Yahoo! and AT&T are expanding their alliance. Yahoo! has cornered a big share of the $548 million market for online ad revenues for sports sites, says Forbes. And most people seem to like Flickr. Even their front page news is pretty good, even if you don’t use the search tool. These are just a few of the reasons I suspect people like the Silicon Valley Insider is calling for any ideas that might “help save” Yahoo!

Part of the challenge isn’t technology as much as it is communication, inside and out. Outside, members of various assets call Yahoo! unresponsive. Inside, layoff rumors have been whispered about for some time. Even The New York Times called said the Tuesday conference call droning and jargon filled.

Since the best communication happens from the inside out, it seems to me that how Yahoo! handles its layoffs will largely dictate how long the road of recovery will be. Large-scale layoffs, especially when no one knows which business areas will be hardest hit, can demoralize employees to the point of paralysis.

It’s especially important for Yahoo! to avoid the concept that there is some magical "clean slate" once layoffs are over. Why? As Umesh Ramakrishnan, vice chairman, Corporate Technology Partners, said: "The biggest challenge Yahoo! has is cultural. It's gotten away from the creative company it used to be—that's the difference between it and Google. Yang needs to bring that culture back and bring innovation to the forefront."

I could not agree more. Yahoo! needs to get away from being too myopic and retain some of the color and creativity that seems to escape every time it purchases a company. Instead of telling employees what to do and online members what will be done, invest more time into discovering why the acquisitions were performing so well to begin with, sans the Yahoo! brand.

By almost every account, Yahoo! is not a sinking ship. But it could be, unless someone inside makes a serious push to bring the passion back from the inside out. And that is always much more difficult to do, when almost one in 10 employees won't be there to help.

Mixing Media: The Recruiting Animal

Last March, the unabashed shock jock of recruiting, best known to the industry as the “Recruiting Animal,” launched an online radio talk show. Since, the show continues to capture growing interest, maybe even contributing to his recent win as the “Best Recruiting Blogosphere Personality” gratis RecruitingBlogs.com Best Recruiting Blogs Of 2007.

You think? No way, says Animal.

“I feel guilty about the prize because David ‘Bull Doza’ Mendoza of Six Degrees From Dave put me on his slate of candidates and sent a request to his super huge network* to vote as he advised,” explains Animal. “I have to assume that most of the voters didn't know anything about me.”

Whether they did or not, I doubt he feels guilty. At least not since the contest organizer stripped him of one coveted treat. There was no Starbucks coffee in the prize package.

“Have you ever heard the word schnorrer?” asks Animal. “Jay Dee (Jason Davis of RecruitingBlogs.com) is my friend, so he thinks that what's mine is his.”

Adding Practicality To Punch Lines

The Recruiting Animal is not the only one to add podcasting to his repertoire. Since August 2006, BlogTalkRadio has added thousands of shows, including several authors and celebrities in addition to bloggers. It makes some wonder. Is it worth it?

“I think it is easier to get other people to contribute their expertise because they don’t have to write anything,” says Animal. “But it does take preparation to do it well. Writing a good intro for the show is as time consuming as writing a long blog post, but you don't do it every day.”

In addition to the introduction, good online radio hosts have to spend considerable time researching topics and giving the information advanced thought. And, a blog or Web site is important for show promotion.

There is also considerable effort in developing a workable approach. While Animal says he is still in the process of formalizing his interview approach, there are a few things he has learned along the way.

• Always research the featured topic and examples
• Always plan questions thoroughly, including follow ups
• Sometimes pre-interviews can make a huge difference

“I did a pre-interview this past week and it made a big difference,” says Animal. “If I know something about the answers in advance, then I don’t have to struggle to get a clear statement from my guest.”

The pre-interview technique also put him in a position to clarify answers without losing the spontaneity that keeps the show fresh. And, he says, they are more appropriate than supplying advance material or scripts.

While advance material has been helpful for what he affectionately calls “The Animal Panel,” guests tend to know their subject and need more flexibility. On one occasion, he did plan a show with a guest and it backfired, with the guest refusing to stick to the script. Animal filled in some blanks, but the interview seemed like guest baiting to industry insiders as opposed to a fun show.

Balancing Acts For Guests And Listeners

Even with some tried and true tips, there are no hard and fast rules. One of the challenges Animal faces on a weekly basis is finding the right mix for guests and listeners. People don’t necessarily want a plodding question-interview session, but rather a fast-moving, entertaining, and informative show.

If he is too polite to guests, he says it makes for a less interesting show. Most people want what they are used to: blunt remarks, raised voices, and interruptions that sometimes have nothing to do with the subject. So Animal is always looking for balance between his colorful— sometimes snarky — blog persona and a radio show host who doesn’t frighten guests away.

“Since I know that I can find people to interview, I'm probably
better off telling guests that it's going to be a rough ride,” says Animal. “But if I don't sober up, I wonder if it might be hard to get certain interesting, but straight-laced types, on my show.”

Somewhere in between entertaining and outlandish seems to be the answer for him, even if it means losing certain guests to someone else. If he plays it too straight, his listeners let him know. Great introduction, they might say, but what a dull interview.

Live Listeners Are A Fraction Of Audience

Many online radio talk show hosts avoid answering questions related to live listeners, but Animal helped put this into perspective. He says live listeners aren’t as important as some people might think. While he would like more callers because they add value to the show, the bulk of his audience comes from people who download podcasts.

“I derive a lot of benefit from my regular callers. You meet a lot of intelligent, talkative people in blogging. When people like Maureen Sharib, Harry Joiner, Dave Manaster, or Jason Davis call in, they ask good questions that I wouldn't think of,” says Animal. “They also make good remarks and add a lot of variety.”

The show itself, much like The Recruiting Animal’s blog, is geared more for recruiters in the business than it is for recruiting clients and candidates. As a result, readership and listenership tend to be more narrowly focused. However, Animal is still surprised by how many people listen or write reviews of past shows, making podcasts a better measure of his reach.

“I do get the odd review in which someone I don’t know says they find it entertaining,” says Animal. “That’s a real treat.”

Currently, Animal is working to build a subscription network and that might give him a better idea of who and how people listen to the show. This may eventually help produce a show with online sponsors that will keep his Starbucks cup full.

So is it worth it? It seems to be for Animal. But like all online tools, it’s best to match what you do best with the available applications. If you have a good speaking voice and can dedicate time to online radio, it provides a richer experience and relationship than other formats. Animal is a natural for radio, and he didn’t pay me to say it. Listen for yourself.

You can also catch an essay discussion opener on BlogStraigthTalk on adding podcasts.

*note comments: Animal was dreaming.

Corresponding Attorneys: Andrew Dwyer

Corresponding by e-mail with Andrew Dwyer, the employment litigation specialist who owns The Dwyer Law Firm, L.C.C. and is representing Steve Biegel in the Biegel vs. Dentsu case, reminded me why some reporters become cynical over time.

Many journalists are privately bombarded with persuasive babble, coercion, and spin, based on little more than the erroneous notion: if the reporter writes what we want, they are intelligent; if they do not, they are “morons.”

Journalists are not really paid enough to put up with it, but they do.

For those who have been following the suit, a District Court judge recently rejected Dentsu's motion for a summary judgment in the case of Steve Biegel v. Dentsu Holdings. It really wasn’t enough for me to post about, but I added it as an update to previous posts, preferring to wait to see how things plod along before considering it a topic again.

The reason Dwyer contacted me yesterday was to retract a comment that I left on a MultiCultClassics post, which had less to do about Biegel and more to do with some anti-Japanese sentiments that were anonymously left on my blog and elsewhere. Specifically, Dwyer claimed that I had “endorsed” the author, HighJive, whom he has a very low opinion of; that I called his client, Biegel, intolerant against Japanese and a “racist;” and that I might even qualify where I was in agreement with the other author and where I was not.

All of this comes from an attorney who previously told me “none of the posts on any of the blogs will ever have any relevance, except perhaps to support our claims of retaliation by Dentsu.” For someone who had expressly stated his low opinion of blogs in general and dismissed them, there seems to be ample attention paid to them outside the public eye as well as any comments that might accompany them.

No matter. Some might also consider it admirable that Dwyer is obviously looking out for his client. And given that, I did add clarification to the comment.

Unfortunately, the clarification was not good enough. Dwyer wanted a complete retraction and/or removal of the aforementioned comment, which I am not inclined to do because I did not call Biegel intolerant of Japanese.

In lieu of this, I suggested highlighting some of the more interesting points, especially since Dwyer said he would “love” to post his e-mail to me on the MultiCultClassic blog, but the author allegedly only allows comments that fit his agenda. Dwyer rescinded the idea, objecting to anything except the publication of his entire e-mail, going so far to suggest that if I only published portions of it, he would never correspond with me again. In other words, Dwyer is only inclined to allow public discourse to take place when it fits his agenda.

Around and around we go.

Without some compelling reason, I have no intention of publishing his e-mails as this blog tends toward being an op-ed on communication and not Dwyer’s forum for retaliation against the opinions of others. Besides, it would likely be embarrassing for him if I did. Ironically, this is why many journalists probably would publish them, or portions of them, as they feel fit.

So what is the takeaway? If you don’t like "the circus" atmosphere surrounding a subject, then don't create that atmosphere by lending heavy-handed e-mails to it. In this case, Dwyer continually risks more than he hopes to gain by writing e-mails that aim at little more than persuading people to do his bidding behind the scenes.

While it has no bearing on what my opinion might be in terms of the ongoing Biegel vs. Dentsu case, it certainly has a bearing on my opinion of the value of Dwyer’s correspondence. While he closed his last e-mail saying he wouldn’t waste his time thinking I am any different than the HighJives of the world, I couldn’t help but think he wasted mine given he opened with a similar statement.

Don’t they know anything? I might care what Dwyer thinks, but I really don’t care what he thinks about me. Most journalists are the same way. Some bloggers are too. And if he thought more about his communication, he might have better served himself and, who knows, perhaps his client too.

Instead, he did neither. There is no retraction. His points are not heard. And, on the contrary, the comment in question is more prominent than ever. With results like these, one can only hope his effort doesn’t end up in the billable column.