Measuring Communication, Realization Part 2

Last November, Motrin came under fire for a snarky advertisement that played on the idea that moms who use baby carriers and slings are making a fashion statement that "totally makes me look like an official mom." After Motrin pulled the advertisement to avoid more outcry, there was plenty of debate whether or not the ad should have been pulled.

Unfortunately, many debaters asked the wrong question. Most asked a broader audience whether or not the advertisement was offensive or if the outcry was an overreaction. No surprise, most men, single women, moms who don't use baby carriers/slings, etc. all said that moms who do carry their babies in slings overreacted, which mirrored a USA Today poll that revealed only about 31 percent of the public said that the ad went too far.

"See?" said some. "Most people were not offended."

Except, except, except, communication is not an election where companies can afford a 51 percent approval rating for the win. It didn't matter what most men, single women, moms who don't use baby carriers/slings thought of the advertisement. It only mattered what moms who do carry their babies in slings thought because they were the intended audience. Specifically, the offending advertisement had nothing to do a print campaign as USA Today reported. It had to do with one video popping up on a site that consisted of moms who do carry their babies in slings. They were the audience!

How do you realize intent in communication?

Once you have the right message, your best bet is to make it suitable for the organization, medium, and audience. This is the portion of the ROC equation where execution matters most. The right message produced the wrong way could have disastrous results.

Organizational Suitability

In 2007, Gap, Apple, Motorola, and others spent nearly $100 million on the Red campaign that raised only $18 million, drawing concern among nonprofit watchdogs, cause-marketing experts, and even executives in the ad business. The controversy was a painful reminder that cause marketing is better suited to campaigns that are a little less slick and whole lot less expensive.

But it doesn't end with nonprofits. Draft FCB locked in its loss of the Wal-Mart account after rubbing the win in the face of its peers. A single photo set the tone for the downfall of a presidential candidate. PETA seemed to struggle with the concept. YouTube even requires you confirm you are over the age of 18 to view the ad.

Medium Suitability

This is the reason that Bud.tv is dead. As a video and entertainment site in which the brewer infused millions of dollars to produce, the concept was right but the message as well as the execution for the medium was all wrong. And now, it's closed. It might have worked, but they forgot to focus on what they know. Um, beer.

Medium suitability is also why marketing-laced press releases don't go anywhere. In 2005, for example, Pole Position Marketing apologized for sending out a release that it later described as "less than substantial" and "lacked additional relevant information." At least they had the good sense to apologize. The release was better suited for a company blog. Um, on second thought, that one didn't even warrant a post.

There is an entire Web site dedicated to bad billboards. Esquire featured several bad television commercials. Someone posted a great example of a bad radio commercial on YouTube. Almost all of them have one thing in common. They are not suited for the medium.

Audience Suitability

When Miller beer attempted to target microbrew beer drinkers a few years ago, not only did non-customers NOT buy Miller, but the ads also alienated Miller’s core blue collar consumer. The agency won awards for the campaign, and Budweiser quickly captured the alienated Miller drinker. In sum, they gave up the girl all because of one Dick.

It made about as much sense as Chrysler giving up on its roots to spend more than $100 million on Dr. Z. Did they really expect to capture German car buyers while retaining the people who gave you a second shot because of this guy?

If you want to know who gets it right, consider McDonald's. They seem to understand this in Japan, Korea, Israel, and everywhere else. Same message, different audience.

Suitability Helps Connect

Social media isn't much different. When one of my students mentioned that my posts break some from the conventions I'm teaching them about news releases, I chuckled. Different mediums call for different presentations. I wouldn't put this post on a billboard either. Or in other words, in the right venue, the Motrin advertisement might have worked.

Download The Abstract: Measure: I | O = ROC

The ROC is an abstract method of measuring the value of business communication by recognizing that the return on communication — advertising, marketing, public relations, internal communication, and social media — is related to the intent of the communication and the outcome it produces. Every Monday, the ROC series explores portions of the abstract.

Wading Intelligence: Perceptual Pools

"In reality, there is only one flower. But inside a perceptual bubble, there may be three." — Richard Becker

While the foundation of public relations remains unchanged, the environment in which it operates is changing. In 20 years, mainstream media expanded from four channels to 4,000 channels and the Internet from a few sources to a seemingly infinite stream with an entire library of new content being added every second of the day.

Infinite Information Creates Miniature Realities.

While perception is a common theme here, it was Dan Schnur, a leading political and media strategist speaking at New Media and Political Campaigns, held in the Aurora Forum at Stanford University, who perhaps best articulated the concept that as information expands, the informational pools people draw upon shrink. For individuals, the danger becomes one of isolation, or as Schnur noted, people are drinking from completely different pools of information, which eventually creates different realities.

"As empowering as this media is, it's also isolating," said Schnur. "We have an array of not just three new programs at 6:30 at night, and not just five radio stations on our car radio, but when we have 800 cable TV, an infinite number of radio stations, and an even larger number of Web sites, blogs, and e-mail opportunities, it becomes much more easier for us to pick and choose who we talk to, what we talk about, and what we hear."

The outcome of this endless array of options affords us the opportunity to customize our information to such a degree, that we invent our own world view, which may be completely different from the world view of another person who made different choices. Schnur doesn't mean different opinions. He means different facts all together.

For example, if one person chooses Bill Maher, Daily Kos, and Media Matters, and another chooses Rush Limbaugh, Town Hall, and NewsBusters, both would develop opposing views of the new administraton, stimulus bill, and economic direction of the country. They would not just have different opinions, but an entirely different set of facts upon which to validate those opinions rather than drawing different conclusions based upon the same facts.

The outcome was made apparent last week after my post on fear communication, especially as it pertained to President Obama. In sharing the idea offline, two different people with polar political viewpoints had two different impressions of whether I was right about the communication. In fact, it took a recent affirmation from former President Clinton before that observation was even accepted by one of them.

The Danger of Validating Opinion.

The danger is two-fold. As people go to sources of information that validate what they believe instead of challenging them, the continuing transformation of media could further polarize perceptions as it aims to increase circulation by catering exclusively to that audience. Jonathan Alter, columnist and senior editor for Newsweek magazine, also at the Aurora Forum, recognized it as a troublesome trend.

"The definition of good journalism that I believe in [correct attribution: Finley Peter Dunne] comfort the afflicted and afflict the comfortable," said Alter. "The problem is that if the comfortable is not listening to you because you are not agreeing with them or comforting them, you get a different kind of journalism where you afflict the already afflicted and comfort the already comfortable."

The challenge becomes increasingly problematic because unpopular or even objective viewpoints become ignored, labeled as biased, or drowned out by diatribe. As individuals, and especially as communicators, it becomes especially important to drink from as diverse of information pools possible to maintain as broad of a world view as possible — accepting viewpoints that challenge us more than than validate our ideas.

The Challenge for Communication.

The challenge, especially as mainstream media struggles to adapt to a new market conditions, is that many publics may not be inclined to sample opinion outside their comfort zones. This creates an especially challenging environment for public relations because the trend is not isolated to politics.

Specifically, the challenge becomes applying a foundation that remains to some an increasingly diverse environment where two different people, living next door, could have as different realities as people living half a world away. It's at the heart of what Geoff Livingston called the "Communicators are in a perpetual losing battle for the attention of inundated minds." Except, it's not limited to advertising or communication. It applies to social media too. It only takes a click for consumers to unfollow.

Or to reframe the thought, take what Abraham Lincoln said — "Character is like a tree and reputation like its shadow. The shadow is what we think of it; the tree is the real thing." — and then recognize that people find trees uncomfortable.

Setting Policies: 20 Rules For Social Juice

Whether or not your employees choose to congregate at Starbucks, The Coffee Bean & Tea Leaf, or Dunkin' Donuts is their own decision. However, meeting with prospects, clients, and the public at places with coffee is fundamentally changing the way we work and engage people.

For this reason, it is imperative that employers explore how talking to people and drinking coffee can empower us all as global professionals, innovators, and citizens. These individual interactions represent a new model: not mass communication, but mass consumption on an individual scale.

Innovative companies believe in the importance of open exchanges and learning — between employees and clients, employees and vendors, employees and employees, employees and their family members, and employees and tasty beans — at various societal ecosystems where you can find them brewing coffee and dunking tea bags.

In fact, many consider it a rapidly growing phenomenon with people who drink coffee, and people who don't drink coffee but hang out with people who drink coffee, emerging as an important arena for engagement and learning. After all, as businesses, innovators, and corporate citizens, all companies make important contributions to the world.

So, as business activities increasingly focus on the provision of transformational insight and high-value innovation, it becomes more important for employees to congregate at coffee houses and donut shops whenever possible. In doing so, they can share all of the exciting things that their companies are doing and learn from one another too. However, there are some guidelines they should all abide by at coffee houses and donut shops. Maybe they need a coffee shop policy. Here's one example:

Employee Coffee Shop Engagement and Donut Dialogue Policy

1. Make it about you, not us. Make it clear that your choice of coffee, whether Caffè Verona or Decaf Sumatra, is yours and not those of your peers or employer.

2. Loose lips, sink ships. Never share company's proprietary information, including what coffees other employees or your employer might enjoy to inspire ideas. Above all, it is not your business whether a double latte has too much caffeine for someone's body size and certainly not the business of others.

3. Follow etiquette guidelines. Ask your manager if you have questions about what might be appropriate to wear at different coffee houses. Different shops and houses have different rules about what is or what is not appropriate. When in doubt or if your manager does not know, drive around the coffee shop the day before and take notes. Wear what other people wear, assuming that you have a similar body type and are of the same gender.

4. Flatter people, don't fault them. When talking about others, be respectful of the company, employees, customers, partners, and competitors (except that one competitor; they really are jerks). When in doubt, ask people if they think they are jerks. If they agree that they are jerks, only then is it permissible to call them such (except that one competitor, as noted, or if you are the CEO and using a fake name).

5. Always consider what is appropriate. Understand that specific topics, such as the economic conditions of coffee growing countries, are taboo. Never ask the employees at the coffee shop how much money they make or why they want tips. Never attempt to bribe coffee shop employees to put salt in someone's coffee for you. It's not funny.

6. Consult attorneys. Some topics are so serious they may breach confidential or legal compliance, especially those that are confidential or require legal compliance. When it doubt, call your supervisor and ask permission. If they are already at the coffee shop, shout the information out to them. They will let you know if it is appropriate.

7. Don't let it interfere with work. Ensure your coffee consumption does not interfere with your work commitments. Too much coffee may make you hyper and could cause a general distraction to others. Some people also experience coffee or sugar crashes in the afternoon, which reduces productivity. Don't overdo it.

8. Take responsibility and be careful. Know that you are personally responsible for the coffee you order, consume, and any other beverage or snack you choose. Always be mindful that coffee can stain! If you drool or are otherwise a sloppy coffee drinker, tuck a napkin in the collar of your shirt or place one on your lap.

9. Identify yourself everywhere. Every time you walk into a coffee shop, shout out your name and what you do for your employer. Even though we require you to identify yourself as an employee, make it clear that you are speaking for yourself and not your employer. Specifically, attribute anything smart to us, and anything stupid to you.

10. Be a real person. Never refer to yourself in the third person. Someone might mistake what you are saying as speaking for the company. Besides, it's weird.

11. Don't speak for the company. If you have any other conversations about any other subject or affirm that you enjoy a particular type of coffee, state a disclaimer, such as: "That conversation was my own and doesn't necessarily represent my employer's positions, strategies or opinions."

12. Ask permission to cite allies. Never talk about, cite, or reference clients, partners or suppliers without their approval. When you do reference them, make sure to provide their cell phone number for attribution and/or affirmation and clarification.

13. Respect unknown boundaries. Don't use ethnic slurs, personal insults, obscenity, or engage in any conduct that would not generally be acceptable. You should also show proper consideration for others' privacy and for topics that may be considered objectionable or inflammatory, such as politics, religion, and the origin of specific beans.

14. Listen in before speaking out. Find out what other people are talking about at the coffee shop. Walk up to a few tables and ask them or listen in to their conversation. Then, announce to the people you are with what the other people are talking about. Point them out so there is no confusion. If they give you an odd look, tell your friends to make fun of them, but you are not allowed to do so.

15. Be aware that you are an employee. When you identify yourself as such, ensure your behaviors are consistent with how you wish to present yourself with colleagues and clients. Never order a cafe mocha when you want to be an espresso.

16. Don't call people names or arbitrarily punch them in the head. Always be the first to admit your mistakes, such as adding two packets of sugar when one would have been enough. Don't ask for a new coffee, however. Once you make a mistake, you have to drink it.

17. Try to add value at the coffee shop. While receiving your coffee, engage the employees with how they could wear their hair better or make a more personable impression with other customers. Tell other people how to drink coffee a little better or reduce the number of crumbs that fall from their scone. They really want to know and it demonstrates we're leaders.

18. It's our brand, respect it. As your employer, we take the position that our brand is best represented by its people and what you do in a coffee shop may reflect on that brand, which is why you are not allowed to represent our brand.

19. Use your best judgment. Sure, all of these rules might suggest that we think you are incapable of using your best judgement, but we care about you. The general rule of thumb should be, if you feel even the slightest bit uncomfortable standing on your head in public or sticking a fork in your eye, pause and analyze your feelings. Maybe it is best that you don't do whatever it is you are thinking to do.

20. Admit your weaknesses. If you don't feel you have good enough judgement to make any of these decisions on your own or are still unsure of what to talk about at coffee shops, feel free to discuss it with your manager. While it might reaffirm that you are a dimwit, he will be able to give you the best advice of all. When in doubt, don't say anything at all . Of course, it is perfectly okay to say anything at all anywhere else, except as it pertains to sandwich shops. Those rules are posted elsewhere.

The Bottom Line On Social Media.

Did you ever wonder if companies are taking social media too seriously? After all, most companies spend tens of thousands, hundreds of thousands, millions, and even billions of dollars trying to find and engage an audience. And while there is ample research that shows that these publics are on the Internet, it remains the only environment where companies are so afraid to engage them that they write social media policies that would be considered laughable if applied to any other setting. Maybe.

What's your policy?

Shifting Niche: RiseSmart vs. TheLadders

Almost one year ago, two companies set out to differentiate themselves from other job search sites within the same niche: TheLadders and RiseSmart. Each wanted to dominate a subscription-based job site niche that focuses on jobs starting at $100k.

However, with the economic downturn, pursuing qualified employers or qualified candidates in a race toward a shrinking middle seemed increasingly futile. As TheLadders entrenched itself in offering employer-driven job search resources, RiseSmart set out to find a bigger court by adding outplacement to its core services.

Play From A Bigger Court To Win A Niche?

"Traditional outplacement services have simply become too expensive in the minds of many companies," Sanjay Sathe, founder and CEO of RiseSmart, said in a release. "Employers are frustrated with these services, because they cost a lot but typically don't demonstrate measurable results for employees. During a time of financial pressures, they've become a target of budget cuts."

The move makes sense. Whereas outplacement consulting firms represent a $3 billion industry to provide transitioned employees with career counseling, RiseSmart expanded its business model to include outplacement services that directly targets employers without giving up its candidate-focused service. For RiseSmart, it establishes a beachhead in the outplacement industry and nurtures employer relationships when the economy eventually reverses course.

The move benefits employers too. Rather than funneling employees to outsource companies that sometimes emphasize new careers, RiseSmart clients are directing laid off employees to a service that finds them jobs. If job placement can be expedited, former employees who have relationships with coworkers at the their former company boost morale despite layoffs.

Outplacement Services Can Improve Employee Relationships.

"Businesses sometimes forget that employees who are laid off are still part of the internal culture," one human resource executive, who recently managed several hundred layoffs, told me. "Just because they pack up their desks doesn't mean they break off all the relationships they made while working at a company. The morale of former employees and their ability to secure new jobs directly impacts the employees that remain."

While it's not formal communication, the message resonates with internal audiences. It shifts the focus from internal rumors back toward satisfying customers because employees know even if they are laid off, there is a plan to place them. Providing a sense of security may be critical during economic uncertainty.

Companies that do not provide a sense of security may jeopardize their own future. While the recession has temporarily lowered employee turnover, as many as 40 percent of employees at companies mishandling layoffs could seek new employment when the economy improves. High turnover rates typically cost between 150 to 250 percent of an employee's annual salary, with high-performing employees being among the first to go.

Relationships In Bad Times Create Opportunities In Good Times.

RiseSmart might not be the largest subscription-based job site that focuses on jobs starting at $100k, but it is playing smart. If it continues to cater to qualified candidates while developing relationships with employers during an economic downturn, it may overtake some middle ground as the economy improves. The move positions the company as a link.

Contrary, TheLadders added 400 new companies and recruiters in the fourth quarter, reinforcing its employer model. The number of candidates hoping to secure these jobs spiked 63 percent last year. The move positions the company as a middleman.

In reality, both companies are still battling for premium position in a niche market. RiseSmart may have expanded its court, but it still pokes fun at the competition. Recently, RiseSmart pointed out that as clever as the commercials from CareerBuilder, Monster, and TheLadders can be, none of them reinforce human side of job placement.

Other Voices Taking Note Of The Extended Matchup.

Mashable: RiseSmart is Job Hunting for Lazy, Laid-off Execs

Cheesehead: RiseSmart Gets $3 Million In Funding

AlarmClock: High End Job Search Site RiseSmart Raises $3M

Marketing Mobile: CW Multimedia

Almost two years, Harris Interactive, a full-service market research firm, presented a complimentary webinar that suggested mobile advertising was particularly adept at strengthening the bond between the brand and the consumer, communicating messages, and changing behavior.

It had good reason to. Although not part of the webinar, two days prior, Idol Gives Back had nearly broken records, raising more than $60 million for poor children in Africa and the United States. At $60 million, Idol Gives Back was just $1 million shy of the Jerry Lewis MDA Telethon.

In Louisville, Ky., that same program became a defining moment for the owners and employees of CW Multimedia. Several members of the team were watching American Idol when they recognized a new direction for their multimedia company. Mobile marketing was their future.

"We had already been kicking around the mobile marketing for several months," says Mike Willis, national sales director. "But the volume of text messages that came in that night really put a light under things."

The Kentucky Derby Provides The Test For Text

One year later, the Kentucky Derby Festival allowed festival fans to send text messages from their cell phones at selected events. The initial promotion, a simple Text-2-Win contest, asked fans to text “THUNDER” to a designated number to win VIP seats. More than 2,000 text messages were received in a couple hours.

CW Multimedia quickly modified the next event to include Text-2-Screen, allowing fans during concerts to text messages to a JumboTron screen at the venue. By October, Churchill Downs had teamed with Pepsi, allowing participants to purchase Pepsi products with instructions on how they could win six clubhouse tickets for the 2009 Kentucky Derby using their phones.

Toby Keith Presents Some Of The Possibilities

"One of our newest partners is country singer Toby Keith, whose fans can opt-in to his mobile fan club and receive updates, special offers, pre ticket sales, and all sorts of things," says Willis. "His fans also use Text-2-Screen at his concerts. You know, when we were growing up, we'd hold up lighters at concerts. Kids today are texting messages to the screen, adding themselves into the show."

Since adding the Mobile Fan Club, Keith has had more than 50,000 fans opt in to receive special offers, alerts, wallpapers, ring tones, and exclusive invitations. In addition, CW Multimedia tracks all activity, including text response via its own database software system. It tracks, in real time, information sent from the fan's phone, allowing some offers — such as a private meet and greet — to be sent to a specific area code or designated group within the database.

The benefit to fans? Imagine your favorite singer inviting you back stage after the show. Exactly.

The Future Of the Internet Is Predicted To Be Mobile

Last year, there were more than 250 million cell phone subscribers in the U.S., which represents about 82 percent of the population. By 2020, the Pew Internet & American Life Project projects that mobile devices will be “the primary connection tool to the Internet for most people in the world.”

"Mobile devices already represent more eyeballs than television sets or desktops," says Willis. "What a better way to connect to your audience or community no matter where they are, at any time … the first two things people look for before they head out the door are their wallets and phones."

CW Multimedia isn't the only one who thinks so. As the only company contracted with every carrier in the U.S., it has hosted mobile marketing promotions for Wal-Mart Stores Inc., Unilever, The Walt Disney Co., Universal Studios, TNA Entertainment LLC, and the NCAA. Even more remarkable, most of these promotions have been held in the last six months.

"We used to include several multimedia services, but the demand for mobile in the last six months has convinced us to specialize," says Willis. "Even our Web site services is focused on integrating other promotions or adding sites specifically for mobile phones. We're able to build in almost anything ... streaming video, live events, and database collection."

Highlights Of What Is Possible And On The Horizon

• Employee text message databases to help fill shifts and coordinate
• Pairing club cards with consumer databases to message customers on site
• Mobile coupons with text or bar codes that can be scanned from the phone
• GPS technology to identify and message select consumers based on proximity
• Send friends or customers for customized voice messages from celebrities
• Send friends or customers prepaid ringtones as gifts or for any other reason

Measuring Communication, Realization Part 1

Advertising is long overdue for a transition and Anheuser-Busch is one marketer that seems to be on the front end of the change. While a recent article in AdvertisingAge focuses mostly on how Anheuser-Busch is changing its compensation model, there is something else in the air.

"Every time you have another agency work on a brand, the brand gets reinvented a little bit. We want partner agencies really tied to the strategy of a brand." — Keith Levy, vice president of marketing, Anheuser-Busch

He might have used different terms, but what Levy said falls lock step with the need for communication (advertising, marketing, public relations, and social media) to reinforce intent. Contrary to some advertising agencies, it is not enough to differentiate the advertising. It takes hard work.

How do you realize intent in communication?

Once the intent of communication is understood, its ability to be effective is dependent on three critical considerations: the effectiveness of the value proposition (message), the suitability of delivery (suitability), and the ability to reach the intended public (reach).

Let's start with the message.

The concept of a unique selling proposition or unique selling point was first introduced in the early 1940s by Rosser Reeves of Ted Bates & Company. His main concept was simple enough — drive home a central, research-based selling point that was powerful enough to convince customers to switch brands.

For the most part, it works. Head & Shoulders helps you get rid of dandruff. Olay gives you younger-looking skin. Red Bull gives you wings. And in all three cases, these messages come from the mission, market opportunities and product contrasts, and purpose of communication.

What happens when if they don't? They miss their opportunity to define what they do. For example, one of my favorite creative commercials missed communicating intent in 2000. The "Cat Herders" spot was memorable. But Electronic Data Systems (EDS), the client, not so much.

This challenge is not exclusive to advertising. We see it in public relations when people become focused on column inches over their public and publicity stunts go horribly wrong. We see it in social media when casual conversations lead to communication that the participants never intended and then overshadows everything else about them. Indeed, when a message lacks purpose, it's wasted communication.

On average, it takes 80 impressions before a message begins to stick (although I've seen figures that suggest it takes as many as 240 impressions in our communication cluttered world). And it takes 640 impressions to change an impression (given that it takes eight positive impressions that stick to undo one negative impression). Can you afford too many negatives?

Effective communication tends to reinforce the same consistent messages over and over again. That doesn't mean the message has to consist of the same words. But it does mean companies cannot afford to waste messages that do not include a value proposition. In other words, when that little flake is telling you something, an effective message leads you to one conclusion.

That's not to say that the value proposition concept doesn't have detractors. Some might argue that products are not all that unique (including me, unless we work harder to find real contrasts) so the value proposition only sells perception. After all, Head & Shoulders is no longer the only dandruff shampoo. And while that might be true, I might suggest where value propositions only erode over time because they were never meant to be permanent.

How can they? Messages do not just come from us. They are also delivered by what we say about others, what others say about us, and what our competitors or other stakeholders say about themselves in the market. If one message takes hold, then it requires adjustment at the strategic level not just the tactical.

Las Vegas recently provided an excellent example. The city's message conveys a party town atmosphere. It frequently takes an in-your-face attitude, even having a tuff or two with the NFL along the way. Recently, President Obama said Las Vegas is too lavish for business. Chicago immediately pushed the message that Chicago does not have such a stigma.

While I don't agree with the politics that created the situation, Las Vegas will still have to reconsider its message. Effective communication is never about control as much as it's about message management. When your value proposition becomes a negative, it needs to change. Of course, President Obama and Chicago might have to reconsider their messages too.

The bottom line, in terms of measuring communication, it that a strong message — one that breaks through the clutter while delivering a value proposition that reinforces intent — adds weight to the effectiveness of the communication. The right message is much more likely to deliver a better return on investment regardless of how it's delivered across various mediums.

How much better? When you think of Head & Shoulders, you might think of a dandruff solution. And when you think of EDS, you might think of herding cats. The message makes the difference.

Download The Abstract: Measure: I | O = ROC

The ROC is an abstract method of measuring the value of business communication by recognizing that the return on communication — advertising, marketing, public relations, internal communication, and social media — is related to the intent of the communication and the outcome it produces. Every Monday, the ROC series explores portions of the abstract.