Entries in Current Affairs (16)

Friday
29Jan2010

Social Media 'Advocacy'

Domino's on a Roll

As a corporate reputation watcher, I like to find examples of new takes on traditional reputation building. Here's one to watch at a website called pizzaturnaround.com. Domino's Pizza, the unfortunate quarry in a legendary YouTube video, is now addressing criticisms of products in a series of videos in which it admits customer dissatisfaction with its pizza. 

Rather than hide behind weasel words like 'enhanced' or 'improved', the company is changing its pizza recipes, from crust to sauce to cheese to find a combination its customers will find more appealing. Organizations whose reputations are in the toilet could learn from this 'let's be honest about what's wrong and just fix it' approach.

Political iPhone Apps

In Canada, we are well behind Americans in using social media as a political organizing and advocacy tool, largely as a result of differences in our political systems. In the U.S. individual senators and members of Congress aren't subject to the party discipline which hampers independent thinking here in Canada.  The flip side is that in the U.S. politicians become the target of interest group pressure and popular advocacy, and the newest channels for pressure are social media.

Ian Capstick at MediaStyle singles out three political iPhone apps, at least two of which could be adapted for use in Canada. One is a complete contact list of members of Congress and their staffs and the other an application which allows users to see "if a brand they are about to purchase is – or is not – supportive of their community."

Monday
18Jan2010

Social Media and Civic Engagement  

The British magazine Prospect featured a debate this month between Evgeny Morozov and Clay Shirky about the advantage -- or danger -- the Web brings to global politics, civic life and the pursuit of such values as freedom, liberty and democracy.

These two examples capture the differing points of view of the two debaters:

First to Clay Shirky:

Nevertheless, I want to defend the notion—which Morozov goes after in the “man most responsible for intellectual confusion” section of his essay—that social media improves political information cascades, as outlined by the political scientist Susanne Lohmann. It also represents a new dynamic within political protest, which will alter the struggle between insurrectionists and the state, even if the state wins in any given clash. Where this will lead to a net advantage for popular uprisings in authoritarian regimes is an open question—and a point on which Morozov and I still disagree on—but the new circumstances of coordinated public action, I believe, marks an essential change in the civilian part of the “arms race.”

Now for Mr. Morozov's rebuttal:

One possible reading of the current situation on the ground in Tehran is that, despite all the political mobilisation facilitated by social media, the Iranian government has not only survived, but has, in fact, become even more authoritarian. The changes currently taking place in Iran are far from positive: a catastrophic brain drain triggered by the recent political repressions, a series of violent crackdowns on politically active university students who have chosen to remain in the country, the persecution of critical bloggers, journalists and editors, the appointment of more conservative ministers to the government, and mounting pressure on dissident politicians. From this perspective, the last six months could be taken to reveal the impotence of decentralised movements in the face of a ruthless authoritarian state—even when those movements are armed with modern protest tools.

I am on Mr. Shirky's side in this debate; as, I suspect, would be New York Times journalist, and Iranian exile, Nazila Fathi who wrote yesterday that "Protest was not about to die in Iran. Neither was news about it, nor our part in telling the story. Three things have made all the difference: the global reach of the Internet; the networking skills of exiled journalists and our sources; and the resourcefulness of Iran’s dissidents in sending information and images out."

Shirky's premise is that we are witnessing a fundamental shift in what he calls civic life. The demos is choosing more and more to play out civic life, and to participate in communities and the politics of their nations, through social media -- Twitter, Facebook, blogs, mobile chats and hundreds of social networks. The effectiveness of these social media today in toppling regimes, or the fascist backlash that sometimes result as Morozov points out, from this digital engagement, is not the crux of the matter.

The question should be: Is the existence of social media changing what we mean by civic life, and how we discuss politics, organize civic action and combat despotic regimes? The answer is yes, and political thugs and petty autocrats should be taking note.

In Canada where the government prorogued parliament for what some felt were cynical and partisan reasons, civic opposition took the form initially in the creation of an anti-prorogation Facebook group. The group offered no suggestions for effective action, just a way to express outrage at what they apparently felt was a haughty political manoeuvre. 

But almost 200,000 people have taken the time to identify themselves as opposing what some called a "sad day for Canadian democracy".  'Question authority' as the slogan from the 1960s urged of us, and they are. Is it enough to change the governing party's mind? Not likely given it's reputation, deserved or otherwise, for being opaque and distant and proud of it . 

However, to continue with the 1960's metaphor, 'somethin's happening here and what it is is EXACTLY clear' (Buffalo Springfield song for those who weren't around). Nearly 200,000 people have taken a step to make their feelings known . . . and in a public way that six or seven years ago would have been impossible.

People in democracies and those suffering under authoritarian regimes are channeling their impatience, indignation and anger through social networks. They are coalescing their opposition in groups mediated through these networks.

And both are just a step away from direct civic engagement and action.

Monday
14Dec2009

Does the Web Make Democracy Safer?

In various spots in yesterday's New York Times, and in a variety of forms, the question is raised whether the Web makes democracy safer. I think safer; but taking only the New York Times on one day, albeit a quiet day meant for circumspection, there are troublesome trends . . . and other trends, not so much.

TROUBLESOME

Politicians offended by citizens' scrutiny of their behavior . . . Jean-François Copé, parliamentary chief for France's governing party, the Union for a Popular Movement, said in a recent radio interview, "The Internet is a danger for democracy." (quoted in 'As Web Challenges French Leaders, They Push Back' NYT front section). He's referring to a YouTube comment about a government minister being shown to be "a liar", a comment that drew the legal ire of the minister in question.

Police forces acting surreptitiously and provocatively in monitoring Facebook . . . "In some cases, the government appears to be engaged in deception. The Boston Globe recently quoted a Massachusetts district attorney as saying that some police officers were going undercover on Facebook as part of their investigations." ('Twitter Tapping' NYT editorial). The article may have been referring to this event at which 15 police officers invaded a dorm party in which underage drinking was taking place.

NOT SO MUCH

The U.S. government using software to bypass censorial restrictions on the Web . . . "Long before the protests in Iran started, the Broadcasting Board of Governors, which oversees U.S. civilian international broadcasting, had in place software to counter censorship in countries like Iran, so people could better access the blogosphere. And the State Department financially supports agencies that make it easier for Iranians and others to surf the Web." ('Social Networks as Forerign Policy' NYT Magazine)

Just one day's chat about the ethics of Web discourse. But as long as the debate happens we'll be okay.

Friday
17Jul2009

TechCrunch-Twitter Dust-Up

Some bickering broke out this week between Michael Arrington at TechCrunch and the folks at Twitter about some documents leaked to Mr. Arrington and then published in a column/post. I haven't been following the chatter about it, but there is a good summary at Social Media Today.

What caught my eye from Amy Mengel's report was this comment:

"But, let’s all remember that bloggers, like Arrington, aren’t journalists.
They don’t operate under a professional code of ethics. they don’t report to an
editor or publisher who tells them what to write about or what they can or can’t
reveal. Many of them are ethical, many of them are former journalists, many of
them would have chosen not to publish the documents."

Separate from the facts or otherwise of the particular events (now heading to the courts apparently), the question in my mind is this: When does a blogger who writes for a group-edited blog become de facto a journalist and perhaps subject to the same standards of ethical conduct to which journalists are expected to adhere (to the extent that they do in reality anyway)?

Wikipedia describes Mr. Arrington -- a lawyer -- as a "founder/co-editor" of TechCrunch. Many think of TechCrunch as an online news source. So, if it walks like a duck and talks like a duck . . . ?

Thursday
16Jul2009

Newcastle United - How NOT to Manage Reputation

Newcastle United FC is a storied franchise in English football and 'my club' in the sense that I was born a Geordie (the name used to describe people from the northeast of England) and therefore am genetically predisposed to being a member of The Toon Army, as frustrating as that can be. My father (long deceased) was a friend of one of the team's legends, Jackie Milburn ('Wor Jackie' as he is known), from when they both lived in Ashington in the 1940s.

This past season was a disaster for the club, with managers changing three times during a 38-game season and poor performances on the field by highly paid "stars'. The result is an ignominious demotion to the Coca-Cola Championship from the Barclays Premier League (where such other well-known franchises as Manchester United, Chelsea, Arsenal and Liverpool play).

The owner -- Mike Ashley, who has been problematic, if not a disaster, from the beginning according to most reports -- has been trying to sell the club since at least the last day of the Premiership season. It is now being coached by an interim manager.The players are furious and many of the first string players are asking for transfers. Even Ashley admits he has made a mess of things: “It has been catastrophic for everybody. I’ve lost my money and I’ve made terrible decisions. Now I want to sell it as soon as I can."

I have watched the public relations calamity unfold online on an almost daily basis through news reports from British newspapers and the NUFC's website (which tends to report absolutely zilch about what is going on). The extraordinary thing is that management appears to be saying naught. News reports are based almost exclusively on comments by players or "sources' close to the club.

From what I can tell, management has said nothing to reassure the city of Newcastle nor the club's extraordinarily devoted fans that the coming season in the lower division will be nothing short of a debacle. No reassurances are being given; no sympathy expressed; no plans outlined; no time frames given; no deadlines offered . . . in other words, completely counter to basic crisis communications principles.

Okay, maybe management doesn't see the situation as a crisis. Maybe management's solicitors or investment bankers have said it must say nothing. Maybe it is sending out news updates that no news outlet is picking up. Maybe it has a social network, YouTube channel, blog or Twitter presence which I just haven't been able to find. Or maybe management simply doesn't recognize the damage that is being done to its reputation.

The supporters will be there for the players on the pitch when the dust settles: but when Geordies are called on to support an NUFC management business initiative, when the city is asked for a concession or a tax, or when the club's history is written, who will be there to defend management's interest and its "license to operate" the Geordies' club?