Alexander Chalkidis

Category: Communication

  • Why TV companies should give away reputation monitoring

    The field of reputation monitoring seems to be on fire.  By all accounts a hot, hot, hot category to watch.  The reason is simple: most businesses don’t really know what is happening online and they are scared.  So they pay for a company to make sense of the millions of interactions going on globally around their brands.  They monitor products, staff, competitors, slogans, IP… in fact they let the reputation monitoring experts tell them what they should be monitoring!  This is about the same as asking your army’s general what new weapons he needs.  Expect a long, complex and detailed list of very expensive stuff.

    Don’t get me wrong.  You do need to monitor what is going on online. And with the right partner you might even learn a lot about the field.  But it is extremely important not to lose track of the real world of influence.  Which, for most businesses, is not yet completely online.   Traditional media like TV, radio and print exert massive influence.  Heck I have waged fax mailing campaigns that blow the socks of anything online!   The fact that they don’t provide metrics as easy to produce as the online stuff shouldn’t marginalise them.

    It does of course in a twisted Catch 22 scenario:  online metrics are easier, so we spend more time with them, so we disregard older media, so ad spend decreases.  The solution is pretty much what Google did with their Analytics.  TV companies should buy monitoring systems and give them away to customers!  In Greece for example there is a truly excellent company, www.qualia.gr which offers not only solid technology for speech and content recognition, but intelligence in it’s analysis.  And social media is included, so you can get an overall and balanced view.  (If I was the TV company buying Qualia I would tweak the algorythms a bit I think…)

    It is all about interface.  If I get you looking at my monitor of information I control what you think.

  • Hitch hiking in corporate social media

    It is a form of constipation when it comes to writing anything in public.  And I am not talking about multimillion corporations worried about lawsuits or their careers if their names appear under a press release or a blog post.  Even (or especially) small companies suffer from the lack of bravado.  And the result is catastrophic.  No communication is bad communication.  In a world inundated with incoming signals, you get drowned out.

    So how to energize the situation?   Here are techniques I have tried with varying degrees of success.   Never start with the top boss, he or she is usually the problem.   They are aware that there is a problem but when it really comes down to it, they can’t write to save their lives.   The same person that is fascinating and full of jokes, stories and details when he gets to know you, clamps up when he sits to a keyboard or pen and paper.  Fixed (boring) phrases, editing and re-editing until there is no life left in the text.  So if not the boss, who?  There is usually a sales director, marketing person or techie with a talent.   They may be afraid from past failures but they basically have the urge to communicate.  Use them!

    The only thing you need top level consent on really is the main message.  Reassure them that no matter what gets written by someone in the company in any social media situation we will be following these basic assumptions about the company, the brand and the product messaging.  Help them focus on the big picture which is their job anyway, rather than examining the details of every blog post or LinkedIn update.

    Where is the material?  Usually right in front of everyone! Any company that has been in business for some time, has amassed loads of material from conferences, sales meetings, trade shows, research…it is just sitting in a pile or a hard disk somewhere.   It is magical that first time I get the customer to see through these glasses as it hits him just what a goldmine he is sitting on.   Match the information to the audience and we have the energy to get this plane flying!

    Here is a fine point though:  social media is NOT about making a new car in order to get somewhere.  It is more like hitching a lift every day.  Uncertain and dynamic.  What are your customers using already?  Facebook?  Twitter?  Linkedin?  You go to them in a way they will appreciate.  And make damn sure the content is useful.  No point in doing it anyhow else.  “Useful” can also mean “pleasant” or “motivating” or “feel good”.   It doesn’t have to change their lives but it has to fit in pleasantly.  If this is B2B communication it means “helps me get results”.  Me the customer.

    The hitch hiking analogy is probably the best one to keep. You get in the car of someone you have never met.  You try and think of a topic of conversation they might find interesting.   You get off when they tell you to or you feel you have overstayed your welcome.   You offer useful tips and politely try and find out more about them.   That way you might get a lift tomorrow too!

    Hitching a lift also offers itself as a metaphor to keep in mind that there are many other ways that people get information without you.  You want your information to be picked up?  Put it where they expect to find your information, where they are likely to be positively inclined towards its presence. Don’t stand in the middle of an uphill and expect cars to stop! What influences people to stop?  Time of day, your clothing, your smile…they all make a difference.  If you don’t care about all of these ‘details’, you’re not going to get a lift.

    (More on ‘real’ hitch hiking advice – one of my favourite means of transport – with twenty practical pieces of advice here.)

  • Follow your bliss: branding is storytelling as an archetype

    Heinrich Zimmer was a man with a mission.  You don’t need a guru, he said, you need to find an archetypal myth that applies to your situation and live it through.  His knowledge of Hindu mythology allowed him to interpret works of art through archetypes.  Very Jung-like of him and he greatly influenced my favourite thinker on the subject, Joseph Campbell.

    It is a fairly straightforward theory: any story can be categorized in a specific archetypal myth.   A myth that is told and retold since the beginning of human storytelling.  Any journey, be it Lord of the Rings or Rocky IV, has twelve stages.  Ordinary World, Call to Adventure, Refusal of the Call, Meeting with the Mentor and so on.  Much like Jung in “Man and his symbols” demonstrated that signs from the swastika to a snake eating it’s tail have followed homo sapiens from his very beginning.  (Great inspiration for logos!)  You can pick a fight with Jung’s last work easily.  Is a lion the same potent symbol today as it was back when I really did fear getting eaten by one daily?  A dragon now that we now all about dinosaurs?  Any symbol in a technologically advanced world which throws any image around the internet and on TV at a breakneck speed?

    But you can’t argue with mythological archetypes.  Why?  Because what makes us human is the search for meaning.  Arguably without that, there are no emotions.  And without emotions, there is no marketing.  So, like Zimmer, I say “don’t look for brand gurus”. Follow your bliss and find the myth that applies to your brand.  And the stage it is at.  Start up?  You have seen it a thousand times in those films where a young person suddenly gets thrown into a big adventure.  It seems impossible at first, daunting.  But we learn about his pedigree.  (Good excuse for our brand’s origins.)  Then he finds allies (other companies we are working with) or mentors (brand endorsers).  We are routing for him.  Then we learn about his nemesis.  You can make it specific (“we hate Microsoft” seems to be popular!) or generic “untidy offices drive me mad!”

    Myth provides a safe, reliable route to follow.  One that consumers can relate to.  Because the biggest enemy of brand building is incongruity.  Our brains just can’t handle information that seems to make no sense.  Just like in film making or book writing, just because you are following an archetype, doesn’t mean you can’t embelish it, or decide where to place emphasis.  But using well known symbols gives the larger than life effect every brand needs to gain mind share.

    Straightfoward stuff.  Now my teaser question: who do you want telling your story?

  • Don’t spend good money on SEO. Start a blog!

    OK, I admit it.  I never liked Flash.  But Apple isn’t killing Flash.  Google is.

    Back when I sold ‘real’ animation software I hated it.  Computer geeks idea of making stuff move on a screen really was the absolute worse way of doing it.  I objected to it as an animation tool.  Then I started getting annoyed at Flash as the cause of all those ridiculously complicated websites which took forever to load and didn’t really tell you anything.

    I felt the need for content. Content isn’t king, it is our bread and butter.   And while corporate websites got FLASHier (pun intended) they got less and less interesting in terms of content.  It was like a one page brochure on nice shiny paper.  Almost useless, you can’t even use it for starting the fireplace in winter.

    Which is why blogs took over.  Google likes blogs better than Flash sites.  And people find content through search.  At least if you are interested in attracting new customers.  Having a flash based website you end up paying for SEO to achieve what? If someone enters your brand name, your official website appears near the top of search results.  Which is like saying that if someone opens the physical copy of yellow pages, when they get to your listing they see you!

    What you really need is to appear next to relevant topics.  And Flash doesn’t do that.  Wordpress does.  Or any other mechanism that puts the emphasis on content.  So rather than spending through the nose to try and make your flash website more SEO friendly, just start a blog next to it!

    Your flash website is like your business card.  Flashy and almost useless but it gives a better (safer) sense of your brand.  And the blog is like your newsletter.  Less aesthetically pleasing but with more juicy content, worth revisiting.  I predicted the demise of Flash back in 2007 but here I am now in some ways backing it.  There is no good reason to go tearing down work already done on the platform 98% of connected computers use!  Just because Steve Jobs and a bunch of iPhone touting fashion maniacs in California say you should?  (Remember than iPhone penetration is much much lower in most of the rest of the planet.)

    I still don’t like flash by the way.

  • Brand building and social media

    I took the time to get to know a superb team of brand builders today, www.yalosquality.com has a sample of their work through sadly not a lot of the more recent stuff.  They know what they are good at and they really focus on those details of a brand that matter, especially in packaging.  It got me thinking about all the social media so called brand building.

    In essence you need to know three things to start with: who do you want to get into your net?(work) What gets onto your customers radars?  (Rather pointless these days to talk about media ‘consumption’.)  And where does the rest of your team fit into this effort?  (Your employees or anyone else you feel is on your side.)

    It seems self evident to say you need a target but with social media this is not an easy task.  It isn’t a box sitting on a shelf, limited in many respects in its effects.  It bridges PR, community, investors and any other partnership in ways so complex it is infuriating to try and explain many times.   In normal brand building, people like the fantastically able people at Yalos make sure that everything is perfect.  The best possible take on all aspects of the brand.  In social media we are battling to achieve a degree of transparency which is almost in opposition with classic testimonials or case studies.  We are looking for a convincing ‘person’ of a brand.

    And this ‘person’ cannot be driven by a single entity.  It has to be the live sum total of customers’ living with the brand.  But as clear as they are conversing with a friend.   Except they aren’t sitting down to share a coffee and a long chat.  They are saying ‘hi’ as they pass each other in the supermarket, ‘how are you’ as they pick up their kids from school and ‘we should get together some time’ as they sit next to each other for five minutes at basketball practice.   That’s life today, even with ‘normal’ regular real people friends!

    Let me be clear about one thing: for most companies I wouldn’t dream of putting up anything on a social network that can be demolished.  I recently witnessed the online bashing of www.getitnow.gr , what seemed a much promising eshop type venture in Greece with serious levels of investment.  Their facebook page had all the right ingredients but once the complaints started, it seems impossible to put a lid on the hell it let loose!  You can’t delete a comment you don’t like, everyone will know instantly.    Server problems?  Delays?  Confusion?  Even if they were perfect from the start they would have been in for it.  When behemoths like P&G are struggling to make sense of it all you know we have a challenge.

    And I have the solution.  Stay tuned!

  • y2k vs swine flu: lessons for two industries

    Everyone in the IT industry pretends it never happened.  One of the most succesful marketing fabrications ever in what is otherwise quite a boring sector.  It generated billions in revenue out of nothing.   The y2k bug was a public relations triumph.  And in many ways, it relied on similar scaremongery as H1N1.  Presidents and prime ministers went on record publicly in order to “raise awareness”.  They authorised massive amounts of public funding in order to counter the potential threat.

    “Potential” the operative word.  Nobody guaranteed that air control, traffic lights and bank systems would crumble as the Millenium dawned.  But everyone happilly got paid overtime to miss the New Year party.  “Just in case”.

    Swine flu, though also grossly overhyped at least had some actual victims!   y2k managed to capitalize on the planet’s fear of robots taking over.  A generation of decision makers seeing technology taking over but at the same time not really understanding how it works.

    I must admit that I did not personally mastermind y2k hysteria.  In fact I am one of the very few who publicly, clearly and often stated that it is all complete nonsense.  But now older and wiser I am more interested in the hysteria than the truth.  I want to do a Steve Jobs on the planet by actually causing such irrationality!

    It is the Holy Grail of marketing.  Selling services for a non existent threat with all the marketing created by terrified, responsibility fearing civil servants.  Anybody with a passion for serious social engineering please contact me;  with the increased pace of technological adoption and dependence, combined with social media we can do better than y2k and swine flu combined!

  • this concert never happened

    nobody expected it.  the party was well underway already, past midnight.  i felt something in the sky.  too near to be a plane.   suddenly the spotlights went on and we all turned our eyes up.

    it was like a spielberg shot where u see everyone’s reaction while they try to figure out what the alien ship is doing.  it was dusty and noisy.  two massive helicopters where bringing containers to the middle of the field.  really fast!

    so fast in fact that they had unhitched and left before we all got near them.  they looked like plain containers.  black.  and rather smarter than what you see behind trucks on the motorway.  not scary, not alien.  so we ran down.

    but before we could get near them, they started.  the party music was obliterated by their sound, a massive subsonic boom, louder than even the helicopters earlier.

    and then it moved.

    now we’re a generation that sits through the effects in “Transformers 2” but finds Megan Fox more exciting.  it takes a lot to impress me.  a huge box from the sky unfolding with smoke and light pouring out of it in the middle of nowhere ranks up there.

    it wasn’t aliens.  it was a show.  superbly choreographed.  every robotic move as it set itself up.  like the introduction to “wall-e” it was gripping.  the sound turned into a pulse, then a hint of music.  by now the stage was completely ready.  the container had opened up into a complete concert rig, instruments and lights all set up.  the second box seemed dormant.  maybe it had malfunctioned.

    “the way u move me…” the voice was unmistakable.  depeche mode burst onto the stage from behind the smoke.  what on earth?  how? why?  this was no playback performance.  as it neared the end they took the song off on a tangent.  it was amazing.

    we didn’t have time to adapt though.  if they went for a second song somebody might have headed back to the drinks table.  no, this was no ordinary performance.  bono came on stage!  “I know a girl…a girl called party…”   the second box now seemed to be an audiovisual central station as the sky filled with a gigantic laser show featuring a female figure dancing.

    and while we were lost and entranced by the show inthe sky, a female voice joined bono.  the song ended without anyone figuring who she was but it merged into the unmistakable beat of the eurovision 2010 song contest winner.  lena!  u2 did a rock version of it, the 19yr old sang better than her pretty abysmal performance in Oslo and bono improvised anti globalization slogans as a rap over the last part.

    the show lasted just short of an hour.  the surprises kept coming.  ac/dc, van morrisson, mick jagger, james.  the selection of musicians seemed to relate to the style of the couple throwing the party we had come for.

    we were all too busy gawking or dancing to think about it.  a few people shouted “we need to tell someone about this!” but there is no cell phone reception in that part of the mountain.  we just tried to take it all in.  someone in front of me tried to take pictures with his phone but this was impossible to capture.  it was everywhere.  virtual projections in the sky, then lights on the forest as the ausie band sang “beds on fire” and the light show made it look like the forest was ablaze.

    we didn’t know what was coming.  a reunion of the clash was rocking tha casbah and there were fireworks reminiscent of battle all around.  scenes from iraq and afghanistan played back.  as the song ended the stage was airborn!  the real helicopters had snuck back in the mayhem.  the scenes from vietnam had fooled us from seeing them come in.

    it just hovered ten meters above the ground as all effects and sound ceased.  the containers folded up.  show must be over.  but my brain was a step ahead.

    ten years ago, this couple of friends of mine had asked david bowie to send a video message for their wedding.  i had tried to help too but we got no response from her favorite artist.  who was now standing on the stage! the master showman himself started talking over the music drone.

    it was the introduction of his spider song but then he added:

    “This concert never happened.”

    the music stopped.  the stage was suddenly whisked to the sky at massive speed.  it almost disappeared behind the hill.  i was about to turn my eyes down.

    “there’s a staaaarman…”

    bowie must have been secured to the floor of the stage somehow because the whole thing swung around at g force velocity to fill our senses with music and lights.  i honestly lost track of reality for the rest of the song as the helicopters traversed the small mountain valley in every possible way, laser show, fireworks and every other effects with abandon.

    he left for good, still singing.  we were almost tempted to run up the mountain to look for him.  everything went dark and quiet.  we flopped on to the ground exhausted and exhilarated.  even the cold grass beneath me, i stroked it, was this real?  my eyes couldn’t close.

    there was just one reality check.  a parachute.  they must have dropped it earlier but it got lost in the pzazz.  a simple white set of three parachutes with a billboard beneath them.  it floated down.  we strained our eyes.  it came to reading distance.    i see well at distance.  and i read fast.  both advantages proved critical in this case because the sign burst into flames and then burnt the parachutes well before reaching ground level.

    most people hadn’t had time.  “what did it say?”  i just smiled.  my eyes wearily closed at last.

    “this concert never happened.  a limited liability company with offices worldwide.  don’t look for us.  if you have enough money we will find you.”

  • Self organized criticality in our brains (and media consumption)

    Example of a small world network from Mathaware website

    There has been a lot of work done on the way human organise their social activities.  (Here is an excellent summary)  From Einstein to Aristotle, these are serious questions regarding just how many people we “know”.  With our global markets steaming along and more and more people trying to decipher Facebook and other such phenomena the questions are more pertinent than ever.  If nothing else because we are reaching the limit of what our brains can handle.

    And brain research indeed is what has helped me move ahead on this issue.    John Beggs at Indiana University has done some groundbreaking work to show what we always suspected:  our brains are tittering on the brink of chaos!

    If we had a regular network of neuron operation we would be too slow.  If it was random it would again not be the most efficient way of dealing with our environment.  Small world network organisation fits perfectly with all previous work on the topic.

    And it also explains “aha” or “eureka” moments.  Our brain works like sand on a beach.  The wind piles it up and then suddenly it crumbles.  (Here some recent research on this in relation to sudden realisations or discoveries.)  You can apply the model to natural disasters or avalanches.  What is interesting is that Beggs figured out how to test (and prove) the theory in our brains.

    It is the changes between a calm state and a flurry of activity that defines intelligence in many ways but that is not what is interesting for social media.   In many ways, people using them will reflect similar patterns.  And if you want to use them you will have to adapt.

    The reverse side of this coin was proved in an interesting experiment with believers and atheists.   It showed that believers’ “deactivated the frontal network consisting of the medial and the dorsolateral prefrontal cortex bilaterally in response to speakers who they believed had healing abilities”.   ie to accept religion your brain actually switches off critical parts of it’s functionality.

    The slogan “TV is dead” is simply not true (as proven by increased consumption of television globally) exactly because it is a great way of doing something similar.  We (well some people more than others!) need a method of “switching off” and relaxing like trash TV.   It is just a shame that so many people do it through passive soap opera and reality show consumption instead of just getting out for a walk.

  • Why I wish our prime minister would get a stewardess (like his Dad)

    George Papandreou is nothing like his father.  He tries sometimes when giving speeches to large crowds, but only in the mannerisms and style.  The most important difference I would argue, is that he is not a womanizer.  And before all female readers close this window offended I need to clarify that this is a serious political point.

    Andreas Papandreou famously attached himself (though it was probably the other way around!) to a younger woman, Dimitra Liani, a stewardess at Olympic Airlines.  His sizable grin, even after heart surgery, matched the size of her breasts as the story went around the world.  I still get asked about it when travelling abroad!

    It takes a certain kind of audacity to pull off moves like that.  Sure, it can go too far, like Silvio Berlusconi has done.  But with every timid public appearance of Giorgios Papandreou it is striking to think how we would handle an extramarital affair.  I think it would do him good.  He would have to stand up for something and wiggle his way around.  He would have to add an aura, that star power that politicians use when necessary.  He has been cast by friendly US media as “The Greek Thinker” but we all do way too much thinking.  And talking.  It is the actions that have been missing!

    So get yourself a girlfriend please Mr Primeminister.  Heck, get yourself a dozen, do a Tiger Woods on us.  And while you are learning how to get out of that, you might get better at international negotiations rather than lying down and playing dead.

  • Social CRM is better than flossing

    A long time ago I helped develop what was at the time the cutting edge of CRM.  My gripe with traditional CRM systems, even the really big, fancy, expensive ones, was that they made you do double work.  Keep your contact details in one system and then remember to fill in all the details in another one.  Finish a meeting and then don’t forget to open up a different system, find the contact and write what happened.  It is too much like a visit to the dentist for me: yeah I know I should floss every day, it just never finds its way into my schedule!

    So my CRM system made sure all the inputs where automatic.  Send an email through Outlook if you want but with the press of a button it gets attached to your contact’s activity record.  Incoming emails can even be tagged automatically based on rules.  They can even autogenerate actions like being considered a lead.  Same with phone calls or any other action.  The CRM is integrated with the ERP system so all products, knowledge base items, prices and customer or company information is in one single database.  Even setting up a meeting is better as it can link to a touch screen enabled monitor at your entrance or meeting room door.  “Enter your invitation number to enter” it says to the visitor.  When you finish your meeting and get back to your desk there is an open window showing that your guest left two minutes ago (he checked out using the same touch screen) and asking what happened at the meeting.  Like everything else in this CRM you can generate next actions easily from any item.

    It was cool.  It still is cool and you can buy it as a finished product, complete with a web front end that seamlessly allows you to make any of this information available to the customers themselves as any self respecting company needs to do in 2010 in order to be transparent and online.

    Enter sCRM.  Yet another acronym, but this one makes sense as it solves many new problems in one.  What it gives you is a way to very quickly “touch” many contacts.  Open up a project and see all the people involved in the decision.  It shows you how long since you “touched” them in some way.  A “touch” is a contact, but in this day and age it doesn’t have to be an email, phone call or visit.   It could be a comment on their status on LinkedIn or a discussion in a group.  You are in “touch” and in a way that is much more meaningful than calling up out of the blue.

    In many ways, the “S”(social) in front of CRM is not necessary.  Customer Relationship Management is one acronym which will always be around as business and life itself will always be about our contacts, the people around us.  We can call it People Relationship Management or whatever else in the future but that is what it is about.  Who are my friends and what can I do for them?  So, if you haven’t tried out Flights, I thoroughly recommend it.  If there are other similar systems out there, I am not aware of them yet.  (Please tell me!)

    You can use the free version of Flights (up to 5 objectives and a few other limitations) even for personal goals.  Heck, most people have turned to professional networking tools like Xing, Plaxo, Viadeo and LinkedIn in order to find a job in this climate, they might as well be a bit more systematic about it!