Blogs are a lot like newspapers. In fact, a good blog is written more like a newspaper than a magazine. And since bloggers are becoming citizen journalists, I think it’s important that bloggers learn to write like newspaper writers. Here are a few ways you can improve your blog writing and have it read more like a newspaper article.
Write in Newspaper Style.
This means the most important information goes first, second most important goes next, and so on. It’s the inverted pyramid style. After a certain point, usually around the halfway mark, you start seeing more of the inside information, background story, etc., and the story gets boring.
Newspapers are written this way, because readers usually abandon a story when it gets boring. They also abandon it because it’s too long.
So with a blog post, you need to end the post before you get to the boring part. When you start writing background information, or repeating old information, stop. Don’t write a post that’s long enough for people to get bored. Instead, put a “To learn more about this issue, check out these previous posts” section with links to older stories.
Short words. Short sentences. Short paragraphs.
Despite what my 7th grade English teacher said, it’s perfectly all right to have a one word paragraph.
Nyah.
By breaking things up, and making them easier to read, we’re more likely to continue on. We glance ahead and see all the short paragraphs and think, “that’s not so hard. I can go a little longer.” Pretty soon, “a little longer” turns into “the entire story.”
Negative Space = Readability
One of the reasons newspapers are tough to read is the lack of negative space (that’s fancy graphic designer talk for “spaces between paragraphs”). All the paragraphs are crammed together, which can make for some tiring reading.
Our eyes and our brains need a break from all the text running together, so we look for that break by switching to other stories, abandoning the one we were just reading. But if you can provide some extra relief in the story, that will help propel readers forward.
Create a Powerful Lede
I got your attention when I said your blog sucked, didn’t I? Not every blog post has to have a Pulitzer-quality opening, but it doesn’t hurt to have something that’s attention getting and informative.
Remember, a newspaper article’s job is to get you to read the first sentence. The first sentence’s job is to get you to read the second sentence, and so on. So your lede better be a doozy.
(By the way, the opening sentence of a newspaper is spelled “lede,” not “lead.” Lead is the soft metal used to create the individual letters used to lay out the newspaper. Since “ledd” and “leed” are spelled the same, journos started calling the opening sentence the “lede” to avoid confusion, forcing future generations to explain that we’re not idiots, and we do know how to correctly spell that word.)
Write For a Clever 12-Year-Old
It’s a newspaper’s dirty little secret that they write for a 6th grade education and attention span. (Don’t feel too insulted; TV news is produced at a 4th grade level.) That’s why the important stuff is at the front of the story. Bloggers need to do that too.
It’s not that your readers are stupid, or can’t understand big words. It’s that we just don’t want to devote the mental resources and energy to decoding really long and complicated words. Even academic journals written by and for Ph.Ds in an academic field are considered “better” if they’re written at a high school level instead of a post-graduate level.
So skip the polysyllabic words and use short ones instead.
It’s also important that you explain new terms. Assume that your story is going to be read by someone who is experiencing this issue for the very first time. Don’t assume knowledge on their part, don’t assume they know as much about the story as you do. So be sure to explain it like you’re telling that 12-year-old for the first time. Don’t use jargon, acronyms, and abbreviations unless you explain them.
For example, newspaper style requires you spell out what a term means, followed by the acronym/abbreviation in parentheses. That tells the reader you’re going to use it from then on in the story.
The Federal Motor Carrier Safety Administration (FMCSA) today announced a new measure banning texting by truck drivers.
Afterward, I can use FMCSA in the story wherever I want. However, when I do a new story, I have to assume a new set of readers, so I have to spell it out again.
Writing a blog can be easy, especially if you’re doing it informally, and for just a few people. But writing it newspaper style takes a little more effort, but the payoff can be worth it. You’ll get more readers, your readers will stick around longer, and you’ll earn a reputation of being a stellar writer.
About the Author: Erik Deckers Erik is the VP of Operations & Creative Services for Pro Blog Service. He has been blogging for more than nine years (even before it was called blogging), and has been a published writer for more than 20 years. He has written humor newspaper columns, business articles, stage plays, radio theatre plays, and is currently working on a novel. He helped write Twitter Marketing for Dummies, and frequently speaks on blogging and social media.
The funny thing about language is that we accept the language of violence, and are shocked by the language of love, sex, and passion.
Last night, I watched Stephen Fry (@StephenFry) on the Late Late Show with Craig Ferguson (@CraigyFerg), in an audience-free show where the two chatted for almost an hour about some intelligent stuff. That’s when Fry said something that — to me, the wordsmith — just floored me.
If an alien was looking down on us, and inspecting our language, they would see that the worst thing we do on this planet is we torture, we kill, we abuse, we harm people. We’re cruel. And those are the things at which we should be ashamed. Amongst the best things we do is we breed children, we raise them, we make love to each other, we adore each other, we’re affectionate and fond of each other. Those are the good things we do.
They would say that how odd that the language for the awful things we use casually. ‘Oh the traffic was agony, it was hell, it was cruel, it was torture waiting in line.’ We use words like ‘torture.’ That’s the worst word.
And yet, if we use the F-word, which is the word for generating our species, for showing physical affection one to another, then we’re taken off air and accused of being wicked and irresponsible and a bad influence to children.
Words have power. They have impact. If I call you a rotten f—er (see, I can’t even use the word, because I might offend someone), that has real power. It’s a verbal slap to the face, soon to be followed by a real one.
But if you’re giving me hard time and I say, “you’re killing me,” we laugh at that, like it’s somehow funny that your minor inconveniences are going to result in my eventual death.
We can’t talk about the creation of life, or the affirmation of life, without howls of outrage, but it’s all right, even funny, to talk about the harm and destruction of it.
Don’t get me wrong, I love dark comedy and morbid humor. There’s something liberating to be able to laugh at the things that scare us. But there’s a line I don’t like to cross, and I’ve been thinking for a few months about where that line is.
It’s somewhere around the phrase, “drink the Kool-Aid.” We use that phrase in business without a thought. It means undying loyalty. If you “drink the company Kool-Aid,” you’re a company man through and through. You’ve bought into management’s vision, and you’ll follow it to The Bitter End. We throw this phrase around without a thought.
I was 11 years old when Jonestown happened. I remember the footage and photos of the bodies. I remember grownups talking about it. In some ways, it’s all the more shameful for us Hoosiers, because Jim Jones got his start right here in Indianapolis. (Click the link above if you’ve never heard the story.)
So I don’t say “drink the Kool-Aid” at all. It’s a horrible phrase about a horrible event created by a horrible man. And to toss it around like a punchline, a throwaway phrase to use in a motivational speech, is repugnant.
And this one phrase illustrates Fry’s point so well: we casually throw around the language of violence like it’s no big deal.
But we get embarrassed and throw a royal fit when a woman’s nipple is shown on national TV for a fraction of a second. We’re upset by a brief glimpse of a small segment of a woman’s body, yet we think nothing of talking about torture — the “worst word,” Fry called it — and suicide bombings and war and beheadings on the evening news while our kids are in the room. That’s somehow okay, but we fine TV stations millions of dollars because Janet Jackson got a little extra publicity.
(Now, I understand your initial reaction might be to talk about the rampant over-sexuality of our culture, and how our kids shouldn’t be exposed to that sort of thing. And I won’t disagree with you a single bit. Frankly, I don’t want my kids seeing Janet Jackson’s nipple during the Super Bowl either. But that’s not my point. So, if that’s your response, then you’ve completely missed the boat. Go back to the beginning and start over.)
My point is that language is powerful. One of the most powerful weapons we have. It cannot be used casually. We shouldn’t toss words around without thinking about the meaning behind them.
In social media circles, we talk about the creation and exchanging of ideas. Yet language is the biggest, most important idea — ideal? — of all. To treat it so thoughtlessly harms it. It reduces our values and ideals to afterthoughts and punchlines.
Here’s the segment of Fry and Ferguson’s conversation. The quote above comes at around the 8:00 mark, but it’s worth watching the entire thing.
About the Author: Erik Deckers Erik is the VP of Operations & Creative Services for Pro Blog Service. He has been blogging for more than nine years (even before it was called blogging), and has been a published writer for more than 20 years. He has written humor newspaper columns, business articles, stage plays, radio theatre plays, and is currently working on a novel. He helped write Twitter Marketing for Dummies, and frequently speaks on blogging and social media.
I’m sorry, I really am. I like Google. I like their products. I use Blogspot for my personal blog. I use Gmail for my email interface, including Pro Blog Service emails. We use Google Docs for work flow and client document sharing. So I really wanted this to work.
But I haven’t been impressed by Google Buzz. It has become one more thing in my Inbox to nag at me. At least with Facebook and Twitter, I can ignore the feed for a while, and I don’t have to worry about whether I missed anything.
Buzz, on the other hand, has a spot in my Google inbox, where I get to see how many different posts, articles, and statement about “I’m just trying to figure out Buzz,” along with every “me too. What does it do?” comment. The count just sits there, staring at me plaintively, until I clear out the Buzz inbox. And since there’s no “Mark all as read” button, I have to scroll down just to “read” them to get rid of them.
(Note: I’ve found that if I hit CMD-Down and go to the end of the page and then CMD-Up, it clears everything out.)
I’ve got accounts on FriendFeed, Plaxo, and other life streaming social networks, and I haven’t looked at any of them in months. I haven’t touched FriendFeed since the week I opened the account. Why? Because I don’t need to have all of the Twitter and Facebook information of all my friends aggregated into one place. If I want to see what someone is doing on Twitter and Facebook, I just go to those networks. I don’t need to go to a 3rd place to do it.
That’s what Google Buzz is, a life streamer. It aggregates every short question, Buzz post, tweet, status update, LinkedIn comment, Flickr and Picasa photo, and YouTube video any of my contacts have posted.
In short, Buzz isn’t going to kill Twitter or Facebook. It’s going to kill my productivity if I keep using it. And so rather than try to keep up with the firehose that it has become (and I’ve only got 70 people in my stream), I’m going to ignore it until someone shows me what I can do with Buzz that I can’t do with Tweetdeck and its ability to create lists and columns.
About the Author: Erik Deckers Erik is the VP of Operations & Creative Services for Pro Blog Service. He has been blogging for more than nine years (even before it was called blogging), and has been a published writer for more than 20 years. He has written humor newspaper columns, business articles, stage plays, radio theatre plays, and is currently working on a novel. He helped write Twitter Marketing for Dummies, and frequently speaks on blogging and social media.
I’m beginning to realize that as much as PR and marketing folks don’t trust each other, the Maginot Line that separated them is starting to get a lot smaller.
And it’s all because of Generation Y.
Generation Y — people between the ages of 11 and 30 — have shunned traditional media and are regular consumers of online media. This is important, because Generation Y now outnumbers Baby Boomers, about 81 million to 78 million, depending on who you ask.
Gen Y consumes their media online: they read online newspapers instead of dead tree versions. They watch YouTube and Hulu.com, rather than traditional TV. They go out of their way to avoid marketing messages, rather than sit through 2 – 3 minutes of commercials (traditional “interruption marketing.”)
This has forced marketers to start reaching out to the Millennials where they are: video games, online videos, skate parks, social networks, and extreme sports sponsorships. They do this to build trust.
Public Relations 2.0 is all about building trust too. They use social media to expand their network to reach more consumers, and then try to create trust with the consumer. New marketing does exactly the same thing. They use social media, and try to build trust.
The ultimate difference is the motivation. Marketers try to make money for their clients, PR flaks try to get press for their clients.
I think we may see a day where PR and marketing agencies are no longer at odds, but begin cooperating, merging, or at least hiring someone from “the dark side” to handle that other side of the same coin.
About the Author: Erik Deckers Erik is the VP of Operations & Creative Services for Pro Blog Service. He has been blogging for more than nine years (even before it was called blogging), and has been a published writer for more than 20 years. He has written humor newspaper columns, business articles, stage plays, radio theatre plays, and is currently working on a novel. He helped write Twitter Marketing for Dummies, and frequently speaks on blogging and social media.
Tom Waits isn’t just a musician, he’s a lifestyle choice. The growly-voiced singer-songwriter has created some of the most powerful, haunting music I’ve ever poured into my ears. Waits does it with simple, sad music, but more importantly, with a mastery of poetic language that would make Lord Byron pull his hair out with envy.
Especially the metaphor. Waits’ music is filled with metaphors, which gives it the emotional impact and depth you just don’t get with the Single Ladies and Poker Faces of the world. (Most of today’s music has all the emotional complexity of a high school prom, but Waits is an in-depth, all-night discussion about the meaning of life.)
I don’t like similes. They’re weak. They’re the pencil-necked milksop of literary devices. They say things are similar, but not quite that item. Life is like a box of chocolates, but not really.
Take a look at (this) example: “Men’s words are bullets.” That’s a powerful phrase. It doesn’t say they’re like bullets, that they remind people of bullets, or “words can hurt people sort of like bullets can hurt people.” That’s just smarmy, wishy-washy pap.
“Men’s words are bullets,” on the other hand, makes you feel the the emotional damage that can be done by words, feeling the piercing, crashing power of a bullet fired from a large gun.
I’ve been listening to Waits’ Nighthawks at the Diner album a lot lately. It’s my favorite Waits album, and carries my favorite Waits song, Putnam County.
Any writer who wants to learn about the power and grip of language should give this a listen, and pay careful attention to Waits’ use of language. A quick check showed only one simile in the entire piece, and the rest were metaphors.
If you want to master writing and create language that grabs you by the scruff of the neck and shakes you to pay attention, study these lyrics, listen to the song, and see if you can introduce this style into your own writing.
Putnam County, Tom Waits
I guess things were always kinda quiet around Putnam County
Kinda shy and sleepy as it clung to the skirts of the 2-lane
That was stretched out just like an asphalt dance floor
Where all the old-timers in bib jeans and store bought boots
Were hunkerin’ down in the dirt
To lie about their lives and the places that they’d been
And they’d suck on Coca Colas, yeah, and be spittin’ Day’s Work
Until the moon was a stray dog on the ridge and
And the taverns would be swollen until the naked eye of 2 a.m.
And the Stratocasters slung over the Burgermeister beer guts
And swizzle stick legs jackknifed over naugahyde stools
And the witch hazel spread out over the linoleum floors
And pedal pushers stretched out over a midriff bulge
And the coiffed brunette curls over Maybelline eyes
Wearing Prince Machiavelli, or something
Estee Lauder, smells so sweet
And I elbowed up at the counter with mixed feelings over mixed drinks
As Bubba and the Roadmasters moaned in pool hall concentration
And knit their brows to cover the entire Hank Williams songbook
Whether you like it or not
And the old National register was singin’ to the tune of $57.57
And then it’s last call, one more game of eightball
Berniece’d be puttin’ the chairs on the tables
And someone come in and say, ‘Hey man, anyone got any jumper cables?’
‘Is that a 6 or a 12 volt, man? I don’t know…’
Yeah, and all the studs in town would toss ‘em down
And claim to fame as they stomped their feet
Yeah, boastin’ about bein’ able to get more ass than a toilet seat
And the GMCs) and the Straight-8 Fords were coughin’ and wheezin’
And they percolated) as they tossed the gravel underneath the fenders
To weave home a wet slick anaconda of a 2-lane
With tire irons and crowbars a-rattlin’
With a tool box and a pony saddle
You’re grindin’ gears and you’re shiftin’ into first
Yeah, and that goddam Tranny’s just gettin’ worse, man
With the melody of see-ya-laters and screwdrivers on carburetors
Talkin’ shop about money to loan
And Palominos and strawberry roans
See ya tomorrow, hello to the Missus!
With money to borrow and goodnight kisses
As the radio spit out Charlie Rich, man,
and he sure can sing that son of a bitch
And you weave home, yeah, weavin’ home
Leavin’ the little joint winkin’ in the dark warm narcotic American night
Beneath a pin cushion sky
And it’s home to toast and honey, gotta start up the Ford, man
Yeah, and your lunch money’s right over there on the drainin’ board
And the toilet’s runnin’! Christ, shake the handle!
And the telephone’s ringin’, it’s Mrs. Randall
And where the hell are my goddamn sandals?
What you mean, the dog chewed up my left foot?
With the porcelain poodles and the glass swans
Staring down from the knickknack shelf
And the parent permission slips for the kids’ field trips
Yeah, and a pair of Muckalucks) scraping across the shag carpet
And the impending squint of first light
And it lurked behind a weepin’ marquee in downtown Putnam
Yeah, and it’d be pullin’ up any minute now
Just like a bastard amber Velveta yellow cab on a rainy corner
And be blowin’ its horn in every window in town
(Here’s a YouTube video of a different version of Putnam Conty than the one you’ll hear on Nighthawks at the Diner, but the lyrics are the same. Listen to it and read the lyrics again. You’ll get a sense of what Waits can do with language, and the power it can have to move people.
About the Author: Erik Deckers Erik is the VP of Operations & Creative Services for Pro Blog Service. He has been blogging for more than nine years (even before it was called blogging), and has been a published writer for more than 20 years. He has written humor newspaper columns, business articles, stage plays, radio theatre plays, and is currently working on a novel. He helped write Twitter Marketing for Dummies, and frequently speaks on blogging and social media.
I had a chance to speak at Blog Indiana’s first regional event in Bloomington, Indiana, at the Sproutbox office. (Sproutbox is a venture capital firm that works directly with startups to help them launch. And they’ve got a killer office, complete with liquor cabinet and three in-wall beer taps from the Upland Brewing Company.)
Shawn Plew and Noah Wesley from Blog Indiana were kind enough to ask me to speak, so I talked about promoting a blog with social media. I discussed some of the tools I use to help our clients, as well as my own personal blog.
Special thanks again to Sproutbox for hosting us, and to Scotty’s Brewhouse for providing us with some great food.
About the Author: Erik Deckers Erik is the VP of Operations & Creative Services for Pro Blog Service. He has been blogging for more than nine years (even before it was called blogging), and has been a published writer for more than 20 years. He has written humor newspaper columns, business articles, stage plays, radio theatre plays, and is currently working on a novel. He helped write Twitter Marketing for Dummies, and frequently speaks on blogging and social media.
I can’t decide whether to feel schadenfreude or pity for Newsday, the Long Island daily newspaper. They have 35 (yes, thirty-five) paid subscribers for their online newspaper.
As in fewer than three dozen. As in a decent-sized elementary-school class.
That astoundingly low figure was revealed in a newsroom-wide meeting last week by publisher Terry Jimenez when a reporter asked how many people had signed up for the site. Mr. Jimenez didn’t know the number off the top of his head, so he asked a deputy sitting near him. He replied 35.
Michael Amon, a social services reporter, asked for clarification.
“I heard you say 35 people,” he said, from Newsday’s auditorium in Melville. “Is that number correct?”
What’s worse is that Newsday has had their newspaper behind a paywall, newsday.com, since October 2009. (I’m not going to hotlink newsday.com, since you’d have to pay to read any of the stories anyway.)
Apparently, this new website cost Newsday $4 million, and they have grossed $9,000.
That doesn’t mean there are only 35 people reading the website. Anyone who subscribes to the paper or has Optimum Cable gets free access — about 75% of Long Island. I’m not sure how many subscribers there are to the paper, but it’s a nice little out to give free access to cable subscribers as a way to boost subscription numbers.
We can learn or surmise a few things about the newspaper industry from Newsday’s crappy subscribership and the Indianapolis Star’s not-so-slow descent into USA Today: Indianapolis Edition.
Readers have gotten spoiled. We’re used to getting our news for free, so we’re a little hesitant to pay for something we can get elsewhere. Since the Star is nothing more than an Associated Press outlet these days, I can hop over to AP.org if I want some national news.
People want local content. And not-so-surprisingly, we want it from local sources. The Indy Star is getting local content from Metromix, a company based out of Chicago. Long Island’s Newsday is putting local spins on national stories. “What LIers Want to Hear In Obama’s Address” was one of today’s headlines. Why would people want to pay for something like this? If it was truly local news, I would care. But it isn’t, so I don’t.
If newspapers truly want to make money online, they need to consider going back to truly local news, written by local reporters who have more experience than a journalism internship and six months of covering school board meetings. Let the national news outlets cover the national news. Make your newspaper the best and only source for local news.
This is where the small weeklies and dailies are going to survive, and even succeed by focusing on local content, with only a brief mention of world and national affairs.
About the Author: Erik Deckers Erik is the VP of Operations & Creative Services for Pro Blog Service. He has been blogging for more than nine years (even before it was called blogging), and has been a published writer for more than 20 years. He has written humor newspaper columns, business articles, stage plays, radio theatre plays, and is currently working on a novel. He helped write Twitter Marketing for Dummies, and frequently speaks on blogging and social media.
Years ago, I had a chance to hear one of the Philadelphia 76ers speak about how he became a professional ballplayer. Now, I couldn’t tell you who the guy was even if he walked up to me today. But one thing he said always stuck with me.
When he practiced shooting the ball, he was always intentional when he practiced. When he practiced his shooting, he didn’t screw around. He didn’t goof off, and he didn’t take shots he wouldn’t normally take. He wasn’t a sky-hook shooter, so he didn’t shoot Kareem Abdul-Jabbar’s famous shot. He didn’t do backward shots or trick shots. In short, every practice shot he took was a real shot.
“I don’t shoot these shots in a game, so I don’t waste my time practicing them.”
It’s the same for writing: if you want to get good at it, you have to be intentional with it. (Actually, this is true for getting good at anything, but I’m a writer, so I’ll stick with what I know.)
What does that mean? Writing is one of the most intentional activities we can do. It’s not like shooting trick shots in basketball, or going for a slow leisurely ride instead of a training ride on your bike. You’re either writing or you’re not, right?
Actually, no, you can even screw around when you’re writing. It’s in your attitude, rather than your subject matter. It’s reading when you should be writing (and no, “I’m doing research” doesn’t count). You can be just as intentional writing an email as you are a novel, or writing a comedy sketch as you are a marketing piece. It doesn’t matter where, when, or how you do it. Chris Brogan will write wherever he can find the time. And I carry my laptop and a Moleskine wherever I go.
How do I write with intention?
When I’m writing, I always have three questions in the back of my mind.
Is that the best word I can use? Is this conveying the right impact, drama, or humor? Dave Barry would take hours to write a single humor column, sometimes struggling with choosing which word carried the best impact for a joke. I’ll sometimes hit Thesaurus.com to find a good word.
Did I set this up for the best possible impact? In humor, setup is crucial for a joke to be funny. You can have the best punchline in the world, but if you tank the setup, the whole joke fails. It’s true for every other kind of writing too. This blog post, a marketing brochure, a speech, anything. If you want to have impact, you have to set the reader up for it.
How can I make this better? I edit everything. Even my emails get edited before I send them out. But I’m not always looking for punctuation errors or typos. I’m looking to make sure I’m satisfied with everything I’ve written. It usually works best if I can leave something for a couple hours, overnight is even better, and a week is a rare luxury. I have even edited some of my humor blog posts six months after I published them.
Becoming a good writer doesn’t mean taking all kinds of classes, or writing in your very special notebook with your very special pen in your very favorite coffee shop (just don’t tell my wife that; I use it as an excuse to get out of the house sometimes). It’s a matter of focusing on the task at hand and casting an eye at how you can improve. Not just the piece you’re writing, but future work you’re going to do.
Do you suck at dialog? Work on improving the dialog for the next piece you write. Then use that new level of competency as your starting point for the next time, and try to improve from that. Frankly, I used to suck at dialog, so I worked on it for months and even years. Now, unfortunately, my narration and scene description are less-than-acceptable, and I have to really focus on those.
But by writing my narration with my three questions, I’ll be able to improve my descriptions, so I can spend less time writing and more time sitting on a beach, drinking little umbrella drinks, served by. . . some kind of. . . woman wearing a dress that she bought at one of those. . . dress selling places.
Dammit!
About the Author: Erik Deckers Erik is the VP of Operations & Creative Services for Pro Blog Service. He has been blogging for more than nine years (even before it was called blogging), and has been a published writer for more than 20 years. He has written humor newspaper columns, business articles, stage plays, radio theatre plays, and is currently working on a novel. He helped write Twitter Marketing for Dummies, and frequently speaks on blogging and social media.
Crisis communication has two different, distinct meanings. They require different approaches, different ideas, and completely different types of plans. And not knowing the differences between the two can create some problems if you try to use one approach in the wrong place.
There’s corporate crisis communication (CCC), and there’s CERC.
CERC — Crisis and Emergency Risk Communication — is what the government calls communication during a massive emergency, such as swine flu, a terrorist attack, or large-scale natural disaster. (And you can tell the government came up with it, since it’s so much longer and has more words than are truly necessary.)
Both are often called “oh shit PR,” but the difference is that in a CERC situation, a lot of people could die. With CCC, a lot of money could be lost. One type of emergency gives emergency first responders sharp chest pains and indigestion, the other makes the corporate lawyers pull out their hair. But they both say the same two words when something goes down.
Although these two forms have a lot of similarities, there are some important differences. And if you’re talking about social media for crisis communication, you need to know them, because they affect your strategy.
Corporate crisis communication
I’d like to say that it’s important to always tell the truth and to be as open and honest as possible. But the sad truth is that being completely open and honest can ruin a company. I’ve hassled corporate legal departments over their “wrecking” crisis communications, but they’re a necessary part of any response. They just shouldn’t control it. In CCC:
Transparency tends to go out the window. The emergency is usually something that will make the corporation (or individual) look bad, so the first instinct is to hunker down and contain the bad news. This often means trying to keep it under wraps. This hardly ever works.
The negative end result of a corporate crisis is a loss of money. It could be a hit to their reputation, credibility, or branding, but those will all effect the bottom line. And since that can be in the millions or billions, crisis communication is not something that should be taken lightly. Entire companies, like Chi-Chi’s restaurants, have been lost to bad communications. But it’s the attempt to avoid losing money that leads to bad communications.
Communication is about containment. Many corporate crisis PR professionals are focused on keeping their client from being found guilty or negligent. They’re not worried about whether people like them, they just want to win the pending lawsuits. So they’ll put out information that, while is not a lie,
The message is the biggest part of the response. There’s other stuff going on behind the scenes — product recall, legal preparations, brand managment — but the communication is what’s going to affect the public’s perception, and thus, their reaction, lawsuits, vendor relationships, etc. Information may be easy to get if you’re in crisis communication, but it’s not always easy to share.
Social media strategy: Guarded, but present. Correct misinformation, use Tweets and Facebook to communicate with customers in a brand management manner. Put on your best face, but don’t lie. Monitor the gossip sites, but don’t engage.
Crisis and Emergency Risk Communication
This is the area I came from. We wanted as much open communication as we could get. More was better, and there was no such thing as too honest. Our goal was to “prevent panic,” and make sure everyone knew what was going on. With CERC:
Transparency is crucial. This is information people need to know. Information about where to go for safety, supplies, or medication.
The negative end result of a public crisis is a loss of life. When I was at the Indiana State Department of Health, we trained for things like medication distribution during an anthrax attack. The goal was to tell as many people as possible where medication was available. Information has to be gotten out quickly and to as many people as possible.
Communication is widespread. The point of CERC is to get as much information out as possible, and to correct misinformation. There is nothing that should be contained or covered up.
The message supports the rest of the response. It’s the other stuff that’s going on — law enforcement, public health response, rescue/recovery, clean-up — that’s going to affect the public, and communication lets the public know what’s going on. If there’s medicine to be distributed, communication will tell the public where to get it, but it’s the Point of Distribution that will give it out. The problem with this approach is that the public information officers (PIOs) are trying to get information from the busiest people, which means it’s not always readily available or being put out as quickly as possible. This is one reason the PIOs have direct access to the Incident Commander, the person in charge.
Social media strategy: Strong social media strategy. More people are getting their news on Twitter and Facebook than they are in their regular media. Put information out on social media at the same time you give it to the mainstream media. Correct misinformation directly, rather than through mainstream media. Monitor the citizen journalists, and engage when it’s appropriate.
About the Author: Erik Deckers Erik is the VP of Operations & Creative Services for Pro Blog Service. He has been blogging for more than nine years (even before it was called blogging), and has been a published writer for more than 20 years. He has written humor newspaper columns, business articles, stage plays, radio theatre plays, and is currently working on a novel. He helped write Twitter Marketing for Dummies, and frequently speaks on blogging and social media.
Every year for the last four years, they have looked at the impact social media has on corporate communication, mainstream media, the perception of blogging, and the public relations industry. They surveyed PR professionals from around the world, and received 574 usable responses. The 2009 study compared data between 2008 and 2009. The results may surprise you. (Or not. You’re a hard bunch to please.)
In a nutshell, the belief that social media is having an effect on external communication has grown by 11% from 2008 to 2009; internal communication has grown by 7%.
Similarly, the duo found similar results when they asked whether social media complimented traditional mainstream media, or conflicted with it. In 2008, 75% believed it complimented, but in 2009, that number grew to 85%
While the report is chock full of useful statistics (yes, I said “chock full;” I’m from Indiana, what do you want?!), these two are rather important for PR professionals. These two stats speak volumes about what PR professionals should be thinking about social media, and how they can and should be pitching it to their clients.
Companies are beginning to use social media to speak to customers. The fact that this number has increased by 11% from one year to the next says that companies are starting to take notice. And this trend will only continue to grow over the next few years. If your clients aren’t using social media, point out that their competitors are. And unless your client wants to slowly melt away into irrelevance, they will start using social media to get their own message out.
Publicity should no longer rely on traditional media. I recently wrote a blog post for a client about Generation Y, and how some marketers are calling this 82 million-strong demographic “The Unreachables.” That’s because they don’t read newspapers or watch TV. They read Yahoo, watch YouTube, and text the bejeezus out of each other. If you want to reach Generation Y, go to where they are, don’t make them come to you.
Your biz dev job just got easier. If more companies believe social media is beneficial, conversely fewer companies believe it’s detrimental. As a (thankfully) former salesman, the customers I truly hated where the ones who never saw the need for whatever I was selling, and were often stubbornly obstinate in refusing to try to understand why it was important. Now, while these stats don’t mean that 84% of all companies are open to using social media for external communications, it does represent a decrease in the number of companies that refuse to participate in social media. For the salesperson, this means fewer puzzled looks and steadfast refusal to accept that their thermal fax machine is now passé.
There are a lot more data points the study demonstrated, and a lot more surprising results that bloggers, social media pros, PR pros, and the mainstream media can all learn from. We’ll discuss some of them in future posts.
About the Author: Erik Deckers Erik is the VP of Operations & Creative Services for Pro Blog Service. He has been blogging for more than nine years (even before it was called blogging), and has been a published writer for more than 20 years. He has written humor newspaper columns, business articles, stage plays, radio theatre plays, and is currently working on a novel. He helped write Twitter Marketing for Dummies, and frequently speaks on blogging and social media.