Rethinking Engagement: Facebook

Michael Scissons' recent column about the 22 percent drop in Facebook engagement between consumers and brands ought to be a wake-up call. Brand engagement isn't always sustainable because most brands are thin topics.

And as Scissons points out, the problem isn't very likely to be Facebook. It's the pages themselves.

Most brands are tired, driven by managers who either aren't engaged themselves or try to force engagement on others. Some have told me that they feel like they have to. If they can't demonstrate a steadily increasing number of customers jumping through hoops, their bosses or accounts start to think that they are failing or, more commonly, something else is.

How to maintain engagement without over communicating.

When engagement falters, chances are the people who liked it are suffering from brand fatigue. They might have brand fatigue because of under or over communication. And good network managers ought not to sweat it.

It's during these slower times that managers can reassess what they are doing and whether it is still aligned with the mission of the company and stated objectives of the network presence. They might also think like humans too.

Social media has an oddity about it in that even those people who play at calling for human businesses tend to forget they too are human. They start thinking of themselves as tribal leaders, experimenters, or even shepherds. They see their jobs like playing a video game, one that requires them to rack up numbers that no longer have names like Bill and Ted and Sally and Hannah. Instead, they have a bunch of followers, fans, or whatever labels happen to be assigned to their circles.

If you've ever worked in social media, you know it's true. But you can see it as a consumer too. If the brand thought of you as Bill and Ted and Sally and Hannah, then they would already know how engaged you may or may not be. They might appreciate that talking about toothpaste isn't an activity you intend to do daily. And you can't bring yourself to like every post or comment and make a purchase during every sales event. It's just not humanly possible.

How to rethink engagement on consumer terms.

Good network managers don't seem to have as many challenges. There are a number of pages that almost always seem like they are on a steady incline in all areas — reach, engagement, and promotion. Generally, these are managers who appreciate engagement and influence aren't measured by the number of likes, shares, or retweets.

Engagement is a two-way street — like real friends with mutual interests. Even if you don't see them for months, you can always pick up where you left off as if nothing ever happened. Ergo, we might "like" the page of a hotel before we stay there but don't need engagement from such a page as much as we just want to know it still exists the next time we fly into the same town. Maybe engagement sometimes simply means you're easy to find when you're needed.

Walking Off: Christine O'Donnell Bails On CNN

As difficult as it is to put politics aside on political topics, they still make for great public relations puzzles. This one is offered up by Christine O'Donnell, who bailed on her CNN book interview after Piers Morgan asked the former Delaware Senate candidate her views about gay marriage.

To be fair to O'Donnell, despite Morgan's apparent politeness in the clip, the interview was more aggressive than most people know. Morgan had previously played clips from O'Donnell's past, including one where she once said she dabbled in witchcraft. He also brought up the MTV "masturbation sin" episode, priming her to become more emotional before moving in for a kill.

From CNN's point of view, raising questions about witchcraft, masturbation, and gay marriage, are "fair" because O'Donnell discusses religion in her book. (Besides, Morgan asks every Republican that question, recently Gov. Chris Christie and Mitt Romney.) On the other hand, it also suggests an agenda. Discrediting O'Donnell and others makes for great entertainment.


The real life reactions to this clip are generally mixed. In reading the comments piled on various media outlets covering the story, people are all over the map. Some will misconstrue this as a win for O'Donnell because enough conservatives and independents give her a majority on the walk off. Here's a rough summation of where people landed.

People with liberal leanings say it reinforces their belief that the Tea Party favorites are nut jobs. People with fiscally conservative leanings say that it's indicative of a liberal media afraid to talk about fiscal policy. And neocon Republicans, which are different from Tea Partiers, mostly lament that this illustrates why such personalities embarrass them.

Independents on the other hand are largely split, with varied opinions that are all underscored by a message that the media and politicians might wake up to — they actually want to talk about fiscal policy and the economy as opposed to fringe topics. Ergo, they are growing increasingly restless over polarizing social issues when the economy is in the foreground.

Still, that only provides background for the story and a thumbnail sketch on how people are reacting. Let's talk about the truth.

Is there ever a good time to walk off an interview?

Yes, but this wasn't one of those times. The public relations handlers botched it. O'Donnell obviously wasn't prepared, given that the line of questions Morgan had prepared were exactly what ought to have been anticipated by her publicist.

More importantly, there was a better counterpoint for O'Donnell, one that I think might have resonated with all parties. It goes something like this ...

"With all respect, Mr. Morgan, I think you just touched on exactly what is wrong with the state of our country today. People are unemployed, many are losing their homes, and the declining stock market is threatening retirement for millions. Yet, you want to talk about religion, masturbation, and sexual orientation. I think your priorities are confused. I wrote a book that is largely about fiscal policy and I think your viewers might agree that religion, masturbation, and sexual orientation — while important at times — take a back seat to knowing whether you are going to put food on the table tomorrow."

Anything Morgan would have pressed on after a statement like that, would have seemed foolish and trivial. But instead, her handlers prompted her to end the interview, with one of them even stepping in front of the camera. It's hard to take seriously.

The state of media relations and on-air interviews today.

The facts of media engagement are among the simplest, yet amazingly difficult, to master. While the media is allowed to ask any questions they want (even if some pretend agreement was reached prior to the show), interviewees are also allowed to circle back to whatever they want to talk about, provided they do so with tact. Obviously, no one has taught O'Donnell how to do it.

Likewise, while media personalities are allowed to ask the same question over and over, every interviewee ought to know that media personalities look foolish each time they ask the same question. In other words, let them ask and ask, at their own peril.

Interestingly enough, O'Donnell ought to have the gay marriage question down, whatever her views are. My guess is that she is soft on the issue because it rubs against four conflicting moral codes among four different types of Tea Party sympathizers and, possibly, two conflicting values of her own — a government that stays out of other people's personal business and preserving the definition of marriage according to religious beliefs.

Personal feelings or thoughts aside, I think the whole gay marriage question ought to be scrubbed. There are civil unions and religious unions. The state can neither bar nor force any church to adopt or prevent same sex marriages without any such law (either way) being an affront to the First Amendment. Maybe O'Donnell should have said that instead of catering to what she "thinks" her crowd wants to hear.

She might be surprised how people would respond if someone would just take the time to apply reason. And the media might be surprised too, if they would stop catering to their own sensational reporting styles and look at it objectively.

Incidentally, I did ask Piers Morgan where he stands on gay marriage via Twitter. And despite making himself part of the story, he declined to answer.

Amending IPOs: Does Groupon Really Work?

Just hours after the Wall Street Journal was reveling over the Groupon IPO last week, the unexpected happened. The "fastest-growing company in the history of mankind" had some wind knocked out of its sails over odd accounting. There's more to the story than record revenues.

It was also able to sustain its rapid sales growth, bringing in $878 million in net revenue, a quarterly increase of 36 percent. High expenses, however, resulted in an operating loss of $102.5 million in the second quarter. — Forbes

Most people know that the day deal site is big on marketing. It spent $165.2 on online marketing to gain new subscribers last quarter, which is lower than the $179.9 million it spent the previous quarter. Where people need to look under the hood is exactly what marketers talk about on a regular basis — what's the marketing ROI and how many people need to manage it.

Straight math might suggest that the company makes $4 for every $1 of marketing. However, that doesn't necessarily account for everything else — staff, consultants, and time-to-creation. Those are the numbers you might want to look at, and then you might wonder about some other things too. It would be a shame to discover Groupon is a company that loses even $.01 for every dollar it spends. Because if that were true, then the company is only growing by continually spending ahead of itself.

Groupon is a good idea, but advertisers need restraint.

There is plenty of truth to the old adage that everything is okay in moderation. A glass of wine with a meal, for example, can even be healthy. Ten bottles, not so much, but only because it comes with the hangover. And that's the question, isn't it? What happens when the party ends?

Personally, I know many social media pros who are down on Groupon. I'm not one of them, but I have expressed some caution. It's has nothing to do with Groupon as much as it has something to do with marketing.

Companies that rely too much on coupons and fire sales can create some unusual problems unless they know what they are doing. And unfortunately, not all companies know what they are doing. What problems?

Sometimes, wildly successful campaigns can hurt you too.

If you have ever worked with a restaurant (or a retail establishment), you might might be familiar with the story. If a modestly successful business suddenly has a surge that overpowers staff on hand, the experience changes significantly.

Not only does the restaurant suffer in terms of quality food and customer service, but people might also be turned away — except one customer, who happens to be a reviewer ordering the one dish that you're suddenly out of. To make matters worse, if the coupon counts exceed regular patrons, the revenues might look good, but the company could still take a loss.

The same holds true for non-restaurants too. When demand outpaces supply, those turned away may never come back. When discounts become the norm, people stop buying until the next deal. When one-time buyers flood the space, loyalists are accidentally pushed aside. When the experience isn't perfect, that's the day the reviewers show up. And when you have a math error, revenue records can carry a negative profit.

The best coupon campaigns are those with objectives that go beyond immediate sales. Product introductions, short-term, reason-specific campaigns (back to school, for example), or short-term engagements (special guest or limited time product) can help maximize exposure and market penetration, especially while working in conjunction with a public relations and/or social media campaign. And, always anticipate a response greater than expected, even if it never happens, and never take a loss on the offering.

So what about Groupon? It really depends. If Groupon is built on companies taking losses with impossibly attractive offers that are fueled by advertising at a loss for greater reach, there might be a pretty big problem. But if Groupon is everything that it says it is, short of creative accounting, then that might make sense for some. What are your thoughts about Groupon?

Publishing Temptations: Three Social Media Content Evils

Although some media companies are still struggling with the transition from print to digital, others are doing fine (even if a few might be fine for the wrong reasons). Eventually, the shakedown will leave us with leaner media companies (many specialized in affirmation opinion), probably made up of a mix between transitioned print and digital upstarts.

It's anyone's guess what the quality will be like, but it might be good enough, maybe. That depends on each publisher specifically and when the public eventually learns objective journalism does have value after all. In the meantime, any short term gains by some publishers might be tempered with a long-term outlook. It seems to me media outlets that jump on the most popular publisher trends are borrowing against their future reputations, bloggers too.

Three Content Creator Evils To Avoid As A Publisher.

• Trending Content Stories. While it's always a good idea to track social media trends to discover what topics people are interested in, publishers are better served in being vigilant in balancing their content. After all, publishing is not public relations even if it feels that way at times.

Specifically, some publishers have adapted what it generally considered a marketing or public relations tactic. They check the topical trends and then find something — anything — to write about that matches those trends regardless of how thin those connections might be.

Some publishers even make trend lists and then burp them out to all their writers, screaming that they need more stories on these popular topics. So, for example, if the Bronx Zoo has a lost cobra, they instruct their journalists to pile on stories about snakes — pushing anything important down and elevating the mundane. It's why the media sometimes feels dubbed down.

• Wrapper Content Marketing. While it has always existed, wrapper content has made significant gains in recent years. This technique isn't audience driven as much as it is advertiser driven.

Specifically, some publishers pick up advertisers and then look for content that is loosely or overtly connected to the product that the company wants to peddle. Marketers and social media pros do this all the time, but it begins to become creepy when third-party publishers jump into the space too.

For example, let's say you publish communication content and an advertiser knocks on your door with a new travel bag. So, you drop the story you planned to do about crisis communication and start writing the story about how much you love the bag, wrapped up nicely with five travel tips for busy professionals. Sure, this works well enough for marketing (we expect to see travel tips on an airline's blog from time to time), but one would hope publishers respect their readers more than writing advertorials.

• Automated Content Pushes. While there is nothing wrong with sharing content across multiple networks, it's always a good idea to practice some self-restraint. After all, if exposure is overshadowing quality in terms of priorities, then the content probably isn't worth sharing.

Specifically, some publishers blast everything they say in one place to every place they have a presence. Their Facebook page has the same content as their Twitter page, which now mirrors their Google+ page, etc. While a certain amount of sharing and duplication is expected, not every story, comment, or thought needs to be threaded everywhere.

The reality is that different networks respond differently to different content and almost every network is sensitive to how it is presented. After sharing stories with primary networks, pick and choose what might best fit where and how to present it. (For example, this story would be mostly senseless to share on Reddit, so I won't put it there. But if I did, the title would have to be something like 'hungry dog eats a village.')

Some marketers tell me I'm silly for not sharing every story everywhere, especially those that know my networks consist of mostly different people. I don't worry about that too much. I share where it makes sense, and if someone else (like a reader) thinks it will fit better elsewhere, then they might be willing to share it instead. I think that's cool, because it places engagement over broadcast.

Creating Controversy: Sometimes PR Makes Its Own

Like many public relations firms, Kentucky-based Guthrie/Mayes seemed to have sound advice. If your county board of education had suffered a soap operatic firing of a superintendent and less than stellar hiring of a new one, you might consider doing something to manage your public image.

Unfortunately, the public relations firm didn't anticipate that their hiring — at $215 an hour, or up to $20,000 for three months' work — would cause equal friction for the Jefferson County Board of Education, which already staffs communication and public relations professionals with a collective salary of almost $1 million per year, according to WLKY.

So far, the advice — speak with a singular message or not at all — isn't working. WLKY took exception to only one board member answering their call (only to say she wouldn't talk about the issue and hung up). The PIO for the board did try to answer the question. She claimed that the school district communication team has a conflict, working for the board and the district.

The chairman of the board, however, refuted the claim. They work together with the communication department all the time.

This time the public has a point. They needn't fund public relations for elected officials.

The Courier-Journal called it right. Elected board members are obligated to be responsive to the voters and are not entitled to public image makeovers simply to look better for re-election.

What they seem to need is more internal communication among each other, more honesty in the decisions they make, and more appreciation for the people who elect them without fear of "confusing them." At minimum, if they want to have a more unified voice, then they ought to be deferring calls to their chairman unless the issue has individual viewpoints. And if he's not up to the challenge, find someone who is.

In fact, that is what the public relations firm correctly advised. But where the public relations firm was wrong was in advising them to hush up over an issue that area residents seem impassioned about. And considering at least one board member or staff member is leaking the firm's advice to the media, it clearly seems they aren't improving relations as much as they are becoming fodder for controversy.

Some solutions for a fractured board, much more valuable than a muzzle.

Having done considerable work for various public entities as an outside consultant, there are times when overburdened combination staffs need assistance or advice on special projects or in specific situations. However, massaging the messages from the Jefferson County Board of Education doesn't seem to be one of them although the board members might seek independent coaching. As individuals, they obviously know how to undermine their own efforts.

Here's some free advice. Sit down and talk about the issues. When the board decisions are unanimous, let the media know and defer to the chairman. When they are not, meet both obligations by talking to the media about what the board has decided, and why (although in the minority) you felt differently without the rhetoric. Such action might not always result in a quiet and complacent public, but at least you'll be able to sleep at night, knowing that you're being honest.

This is probably the advice the district's communication team could have provided. But given the answer, it seems they could have used that advice themselves. Now, about how much that district ought to be spending on public relations ...

Studying Psychology: Aversion Training For Kids?

As crazy as it sounds, some psychologists are jumping on the fright makes right band wagon. According to a study published in Health Psychology (as highlighted in a weight loss article), showing kids photos of obese people and arterial diseases for 30 minutes helps reduce the urge to eat sweets and foods that are fattening.

Are you kidding me?

Looking at arterial diseases for 30 minutes will suppress anyone's appetite to eat anything. Besides, some of us saw the movie version of this study. A Clockwork Orange was produced in 1971, starring Malcolm McDowell as a protagonist who is "programmed" to detest violence by being subjected to graphically violent films, eventually conditioning him to suffer crippling bouts of nausea at the mere thought of violence. (The book came out in 1962.)

The study hints at the same thing, except the villain in this case isn't violence as much as it might be a Hostess cupcake.

Teach Reason Over Aversion.

In a recent Wall Street Journal article, David Wessel had some harsh words about where America is today, saying the "deeper issue and root cause of our malaise is the broken U.S. educational model that is producing bloated people with bloated egos and senses of entitlement, broken values, a broken work ethic and an intellectual incompetence with which to think and innovate."

I'm not sharing Wessel's words to give more attention to the blight within his premise, even if some of it touches on truth. I'm including it because it represents the polar opposite of the study. Whereas the study suggests America's woes might be handled though aversion programming, Wessel is taking a (albeit heavy handed) approach that we might teach deductive reasoning, critical thinking skills, and personal responsibility. One looks to curb a symptom; the other looks toward fixing the cause.

Of course, our society doesn't always want reason. Ask any marketer today that is hell-bent on deciphering "influence." They don't want people to make the best decisions; they want go head to head with competitors and let the best "influencer" win. Never mind the facts.

In some cases, it goes well beyond marketers. There are plenty of political parties and institutions and organizations that want to do the same. They don't want people to make educated choices but rather to be comfortable in the leadership's ability to influence its way out of everything. So much so, some people are studying how do it, regardless of the consequence.

What's The Difference?

Aversion programming and fear marketing teach children rote memorization that may lead to equally harmful eating disorders. To avoid those, you have to teach your children to make proper choices about what to eat using reason and responsibility.

Personally, I never worry about what my kids eat or don't eat. I guide them toward making healthier choices that will eventually turn into making better choices as adults (I hope). That means before they can have the pudding, they have to eat their meat. Or more specifically, despite how fun it is to drop in a Pink Floyd reference, fruit before some other snack.

By asking them to eat fruit first, they often find the apple or orange or peach or plum satisfies their craving for something sweet or fills the small empty feeling they might have in the late afternoon (without spoiling dinner). This indirectly reminds them that fruit is good, tasty, filling, healthy, and makes you feel good without feeling guilty. At the same time, it does't discourage them from looking at a cookie and feeling guilty or as the inspiring study suggests — aversion.

Nowadays, my kids have even passed on offers of candy in favor of fruit if it's available, not because they have to but because they want to. Imagine that. And I never had to show them pictures of diseases and unhealthy people.

Marketing might learn a lesson here too. If you win the influence game, you win a customer for a day. If you truly have the better product and can deliver on your brand promise, you will win a customer for life. People don't have to be frightened. Let the politicos keep that one to themselves.