Four Language Errors That Make You Sound Pretentious

There are some grammar errors people insist on perpetuating (not you, you’re awesome!). Some are just common errors that we all make. But others are errors people make in the hopes of sounding smarter or somehow official. (Think government talk or cop talk.)

I heard the first error — “an historic” — on NPR the other day, and thought of all media outlets, this one should know better. And it actually annoyed me so much, I not only shouted at the radio — “A historic, dammit! A historic!” — I wrote this post.

So here are four language errors people make that sound a little pretentious.A unicorn rearing back atop the Falcon Square Mercat Cross in Inverness, Scotland.

1) It’s Not An Historic

Just because you heard them say it on the BBC doesn’t make it true. The reason you say “an” anything is if the next word starts with a vowel sound. Not even a vowel — a vowel sound.

An apple. An MBA. An honorable profession.
A unicorn. A universal truth.

Say “historic” out loud. What sound does it start with? “H.” That’s not a vowel sound. Unless you’ve got a cockney accent, you didn’t just say ‘istoric. The only reason you’d say “an historic” is if you dropped the H sound in front of the word.

And since you’re not an 18th century bootblack, you’re going to keep the H and say “a historic.”

2) Bemused is not Amused

This is a tricky one, because “-mused” is the root word. People seem to think bemused is a form of amused, like it made you chuckle or smile slightly.

It isn’t.

Amused means you think something is funny. It means you found it slightly humorous. Bemused means confused or bewildered. It means you’re cocking your head like a puppy hearing a weird noise.

Bemused is not one step above amused. It’s not “more amused.” There certainly will never be “cemused.”

Just remember, bemused = bewildered.

3) You Don’t End Your Sentences With a Preposition EVER

Regular readers know that I hate and despise the “don’t end your sentences with a preposition” rule, because it’s wrong. However, not everyone got the memo, and some people are just mentally locked in to this idea. So I don’t begrudge the people who write this way, because they were bullied into thinking this is correct.

But if you speak that way, it’s like fingernails on a chalkboard.

It makes you sound like you’re trying too hard to be grammatically correct. But even most die-hard word nerds don’t speak like they write. They end their sentences with prepositions. They use slang. They have weird accents. But they don’t try to speak correctly all the time like an overenthusiastic school marm.

The most famous example is Winston Churchill telling an aide who misapplied the preposition rule to a speech, “this is utter nonsense up with which I shall not put.”

If you contort your brain and vocal cords to speak like this, you sound stilted and overly formal.

When you talk, end your sentences with a preposition, if that’s the way you would normally talk. If you’re not comfortable doing it, try to figure out a different way of saying what you wanted to say.

Like adding, “you know?” at the end.

4. Stop Saying “Myself” When You Mean “Me”

A lot of people say “myself,” when they mean “me.”

“Please email your questions to Bob or myself.”

I heard this a lot during my state government days. I think people did this to sound smarter or more official, but it’s wrong, so it negated any effect they were going for.

Using “myself” in most cases is almost certainly the incorrect usage. There are a few times you can use it — as a reflexive pronoun or an intensive pronoun — like “I see myself in the mirror” (reflexive) or “I built the workbench myself” (intensive) but that’s it. You would never use “myself” as the object or subject of a sentence.

Wrong: Give the cookies to myself.
Wrong: Myself baked some cookies.

The best way to see whether or not to use “myself” is to remove the other person — Bob — and see if the sentence makes sense: “Please email your questions to me.”

In this case, “email your questions to myself” just sounds wrong, so you know to use “me” instead.

We’re starting to learn that a lot of our hard-and-fast grammar rules are changing, either because common usage is rendering them unnecessary, or because they were never right to begin with (see #4 above). If you can avoid these, you can feel morally superior to people who make these mistakes in an attempt to sound smarter than everyone else.

I feel that way myself.

Photo credit: ranil (Flickr)

Author :  •  Content Location : Indianapolis, IN  •  Copyright Year : 2011  •  Headline : Four Language Errors That Make You Sound Pretentious  •  Keywords : language, writing, grammar, punctuation, speaking  • 

No Bullshit Social Media: One Jujuflop Away from Civil Collapse

There’s a great piece of narration from the Hitchhiker’s Guide to the Galaxy that talks about how certain words, which were once distasteful and unspeakable, are now perfectly acceptable to say.

Like “jujuflop.”No Bullshit Social Media cover

In today’s modern Galaxy there is, of course, very little still held to be unspeakable. Many words and expressions which only a matter of decades ago were considered so distastefully explicit that were they merely to be breathed in public, the perpetrator would be shunned, barred from polite society, and, in extreme cases, shot through the lungs, are now thought to be very healthy and proper, and their use in everyday speech is seen as evidence of a well-adjusted, relaxed, and totally unf**ked-up personality.

So, for instance, when in a recent national speech, the financial minister of the Royal World Estate of Qualvista actually dared to say that due to one thing and another, and the fact that no one had made any food for awhile and the king seemed to have died, and that most of the population had been on holiday now for over three years, the economy had now arrived at what he called, “One whole juju-flop situation,” everyone was so pleased he felt able to come out and say it, that they quite failed to notice that their five-thousand-year-old civilisation had just collapsed overnight.

I feel that way about No Bullshit Social Media, the book I wrote with Jason Falls. I’m not embarrassed by the title. I’m only worried that this is America’s jujuflop: 1) That no one is shocked by the title because we’ve all heard and said worse, and 2) that everyone is so pleased to see it in print that they fail to notice everything else has collapsed around them.

I can’t remember whose idea the title was, but when we pitched it to our editor, Katherine Bull (@katherinebull) and her department, there wasn’t a whole lot of pushback on it. There was some concern over what some of the bookstores might say, but they were all “meh” about it, so we knew we were golden.

I’m proud of the “No Bullshit” title and I’m proud of the work. There’s no question about that (although I won’t let my kids repeat it). And I know there are still some people who, despite my best efforts, will not speak or even write out the name of the title, despite my entreaties that they should honor the literary integrity of the book’s title.

(I actually respect them for this. But that doesn’t mean I’m going to quit trying to get them to say it.)

We picked the title, because that was the only way to describe the approach we were going to take in the book. That, and because we thought Gary Vaynerchuk might want the title . . .And The Horse You Rode In On for his next book.

So, don’t worry about whether you like the title. If you don’t believe social media is right for your company, you need to read it. You don’t have to say the name, you just have to read the book. This book is for you, whether you like the title or not.

No Bullshit describes the approach and it describes the attitude. We’re not going to snow you with lilting chants about “be a part of conversations with your customers” or other tree-hugging hippie bullshit, as Jason calls it. Social media marketing is about the bottom line. About making money. About finding a way to turn this free marketing channel into one that brings in revenue.

Because the executives and business owners who pooh-pooh social media as a passing fad or merely for young people are missing out on a chance to make more money, win new customers, and ensure their company’s very survival.

And that’s no bullshit.

Author :  •  Content Location : Indianapolis, IN  •  Headline : No Bullshit Social Media: One Jujuflop Away from Civil Collapse  •  Keywords : No Bullshit Social Media, social media, book, writing, Jason Falls  • 

Everything I Need to Know About Personal Branding I Learned From Mr. Rogers

I’m a huge Mr. Rogers fan. I try to live my life by what I learned when I was five years old.

I’ve often been accused of being a little too optimistic, too naive, or too pollyanna-ish. Personally I don’t see a problem with that, since the alternative is to be a pessimistic jerk. It doesn’t take any more effort to treat someone with respect.Mister Rogers and Daniel Striped Tiger

I watched Mr. Rogers with my kids — and sometimes alone in my hotel room when I was traveling and away from them — and decided to model my own personal branding mission based on what Mr. Rogers taught me when I was a kid, and what he was teaching my own kids.

So everything I need to know about personal branding, I learned from Mr. Rogers.

You Are Special

Leo “the hug doctor” Buscaglia once said that you should treat everyone like they’re hurting, because they probably are. Mr. Rogers said he tried to treat everyone as if they were lovable and wanted to be loved. My goal is to treat everyone as someone special, because 1) they are, and 2) I will never know who will become someone significant later in my life.

My whole career growth in the last few years can all be traced back to one friend I met over 17 years ago, and lost track of. We met each other again six years ago, and that chance discovery online resulted in me moving down to Indianapolis in 2006, and eventually becoming a business owner. If I had written Darrin off, or never treated him as someone special, I might never have ended up in Indianapolis. And you might not be reading this blog post.

It’s YOU I Like

“It’s not the clothes you wear, it’s not the way you do your hair.” I like you, not for what you can do for me, but for the person you are. I don’t care what you do for a living, I don’t care how much money you have. Remember, you are special. Not your job, not your clothes, not your car. I couldn’t care less what you do, wear, or drive.

Won’t You Be My Neighbor? (It’s a Beautiful Day in the Neighborhood)

I love community. I love the sense of community I get with people in my town, people in my favorite neighborhood, people in my industry, even people in my online networks. And I’ll reach out to as many people as I can in those different communities to help my network grow. I’ll even bring people from one community to another.

I meet with people in my industry at my favorite coffee shop in my favorite neighborhood. I invite people from my town to industry events. By cross-pollinating these communities, I can create one big network of awesomeness.

There Are Many Ways to Say I Love You

I’ve been listening to The Go-Giver on CD lately, and I’m getting ready to listen to Linchpin a second time. Listening to these two books, I’m reminded that my success doesn’t come from taking from others, it comes from serving them (something else my friend Darrin taught me). The more I can do for people, the more that will be visited back upon me. We talk about this idea quite a bit in Branding Yourself (affiliate link), where we discuss the idea of Givers Gain. Givers Gain says you earn more by giving more. I can say “I Love You” by serving you in the ways that you need. Getting you to give me something doesn’t say “I love you,” it says “I see you as a means to an end.”

You’ve Got to Do It

Social media is not one of those quick fixes, no matter how much we want it to be. You can’t write one blog post, send one tweet, or like one page to find success. You need to do it over and over again. And when you’re tired of doing it, you need to do it some more. It’s hard work, it takes time and energy, but it’s going to pay off in the end. “And when you’re through, you’ll know, you did it.”

Any kid who grew up with Mr. Rogers will remember these songs and the lessons he taught us. But just because we grew up doesn’t mean these lessons have become less important, or don’t apply to us now that we’re older.

If you want to make a difference in someone else’s life, and your own, try treating people like they’re special, like you like them just for them. Invite them to be a part of your community. Show them some love. And stick with it, doing it again and again.

You’ll love the end results, but if you don’t get exactly where you want to be, that’s okay. I’m proud of you.

Author :  •  Content Location : Indianapolis, IN  •  Headline : Everything I Need to Know About Personal Branding I Learned From Mr. Rogers  •  Keywords : Mister Rogers, community, personal branding, special, like, love  • 

Stop Saying “Value Add”

English is a fluid, malleable language that is ever changing, which I always enjoy. Until someone comes up with a stupid term like “value add.”

(Before I go on, I know some of my friends use this term. Please be assured this is not a reflection on you. You’re awesome. I only harbor a grudge against the person who first came up with it.)

“Value add” — I can’t even bring myself to use the word without putting Quotes of Sarcasm around it — is one of those business words that went from being an adjective to a noun with a flick of the jargon pen. I still remember the first time I heard it. (Oh what a fun conversation that was!)

Friend: I think your ghost blogging service will make a great “value add” to a marketing agency’s offerings.
Me: What’s a “value add?”
Friend: It’s a thing that adds value. You know, from “value-added.”
Me: Why couldn’t you say “value-added service?”
Friend: This way is shorter.
Me: Except I hate “value-added.” You could say “be valuable.”
Friend: But . . . this is. . .
Me: Or “beneficial.” Or “useful.” Or “provide a great service.”
Friend: But I don’t—
Me: Or “helpful.” Or “marvelous.” Or “inestimable.”

“Value add” is one of those business terms that someone created because “value-added” was apparently too hard to say. That somehow the adjective “value-added,” as in “value-added feature,” was bulky and cumbersome, and tripped over the teeth before blubbering through the lips, like Quasimodo trying to recite the Gettysburg address.

“I know!” shrieked some business jargon harpy, whose song lures young marketers to them in their ships, causing the marketers to hurl themselves on the jagged rocks of corporate BS. “Instead of saying ‘value-added,’ which is four syllables, we’ll say ‘value add’ which is only three!” The other harpies cackled with glee, until a young harpy pointed out that “a value add” is still four syllables, whereupon the other harpies ate her.

Look, I was not a big fan of “value-added” when I first heard it. It sounded jargony, even if it took two commonly used words — “added” and “value” — and mashed them up into one awful word. English is malleable and fluid, and we are free to do things like that.

But I absolutely abhor and detest the new phrase, “value-add.” It serves no useful function, it sounds more corporate and jargony than even “value-added,” if such a thing were possible, and it doesn’t enhance the language so much as it makes me despair for the future of it.

The point of language is to find the best possible words to educate, inform, persuade, enrich, describe, and profess. Words like “valuable” do that. If something “has value,” we know it’s important. But jargon takes away from language. It dilutes language. Weakens it. Makes a mockery of it.

Jargon does not add value to our language. It is a “value-suck.”

is the owner of Professional Blog Service, and the co-author of Branding Yourself: How to Use Social Media to Invent or Reinvent Yourself. His new book, No Bullshit Social Media: The All-Business, No-Hype Guide to Social Media Marketing, which he wrote with Jason Falls, is in bookstores and on Amazon now.

Author :  •  Content Location : Indianapolis, IN  •  Headline : Stop Saying "Value Add"  •  Keywords : language, grammar, English, value, value-add  • 

Five Writing Rules You’re Allowed to Break

Chances are, you’re repeating some grammar and writing rules as gospel, not knowing they’re completely wrong. Or that they changed. Or that they were never really rules to begin with.

Whatever the reason, you can stop doing them. In fact, you should stop doing them.

Ernest Hemingway

Ernest Hemingway - This guy knew a few things about writing and breaking rules.

I’m trying to undo the writing rules my daughter’s 8th grade teacher has been foisting upon her, showing her that they’re not really legitimate, but some arbitrary rule that someone made up to make our language fit a preconceived structure. The English language is an ever-changing organic system that defies most rules. The ones that were created hundreds of years ago — like “don’t end your sentences in a preposition” — was never correct. Other ones like “don’t use incomplete sentences” have changed.

1. You CAN end your sentences with a preposition.

This one doesn’t always work, but for a good bit of the time it’s true. The rule was created by a scholar, Robert Lowth, who wanted English to bend to the same rules as Latin. In the Latin sentence structure, it’s not possible to have a sentence end with a preposition. Ergo, said Lowth, English shouldn’t either.

But it’s wrong. There are times you have to end your sentences in a preposition. For example, let’s say you stepped in something that stinks, and your friend says to you, “In what did you step?”

Wouldn’t you look at her like she lost her mind?

In that instance, it’s perfectly okay to say “what did you step in?” It’s proper English, it’s grammatically correct, and it doesn’t sound completely idiotic.

On the other hand, “where’s it at?” is wrong.

The basic rule is that if you can remove a preposition and the sentence still works, you shouldn’t use the preposition. But if you remove it, and the sentence changes, you should leave the preposition at the end.

Okay: What did you step in?
Not Okay: Where is it at?

2. You CAN start a sentence with And, But, or Or.

This may have been a real English class rule at one point, but no longer. Common usage has rendered it obsolete. People talk this way. People write this way. It may not be completely accepted in business writing, but I can foresee that hurdle breaking down in the next ten years as more business people speak that way.

Besides, it looks pretty cool. And dramatic. And punchy. And intense.

And it turns out the practice has been around since the 10th century. It’s just some arbitrary rule our English teachers liked to enforce without ever knowing why.

3. You don’t have to start with the dependent clause first

A dependent clause is that sentence clause that can’t exist on its own. “Before the trial even ended” is a dependent clause (also called a subordinate clause). And we were told that you needed to start sentences with a dependent clause.

“Before the trial even ended, the real killer had been arrested and the defendant was set free.” not “The real killer had been arrested and the defendant was set free, before the trial even ended.” Even though you might want the important information at the front of the sentence, our teachers told us to put the dependent clause first.

You don’t have to do that anymore. For one thing, it sounds clunky. For another, there are times where the dependent clause will get in the way. Third, there are times a dependent clause needs to be set apart in a different way.

“The real killer was arrested — before the trial even ended — and the defendant was freed.”

It doesn’t always fit at the end, but it doesn’t always have to go first either.

Your better bet? Eliminate the dependent clause completely, or make it a standalone sentence. Which brings me to my next point.

4. You CAN use incomplete sentences.

This was a very minor point of contention while I was writing Branding Yourself (affiliate link). One of my editors would tell me not to use incomplete sentences.

Like this.

“But it’s a style choice,” I would say. “Not a grammar issue.”

And while you don’t want to make that a regular habit, stylistically, it doesn’t hurt to do it once in a while. It’s another common usage issue, where enough people have begun doing this that the grammar sticklers have to bow to majority rules and allow the change in the accepted use. (They don’t have to like it, and they’ll talk about it at dinner parties, but they’ll generally leave you alone about it.)

They also add some punch and drama to your writing, whether it’s fiction or nonfiction. Pepper them occasionally throughout your writing and see what it does for you.

5. A sentence does not always contain a subject, a verb, and an object. A paragraph does not always contain 3 – 5 sentences.

Journalists violate this rule all the time.

Because it’s a dumb rule. And untrue.

For one thing, people read differently than they did 30 years ago. We’re so impatient that we don’t want to read a lot of text. We need white space to break up the monotony of the Tolstoy-esque blocks of text we find in some books, tech manuals, and magazines. If you’ve ever looked at a page with a lot of tiny text and no breaks at all, you know what I’m talking about.

Newspaper publishers learned a long time ago that people won’t read long paragraphs and über-long sentences. So they encouraged writers to use short punchy words, short sentences, and short paragraphs.

Even one sentence paragraphs.

My daughter has been told her paragraphs all need to be 3 – 5 sentences long, and I keep telling her it’s not only unnecessary, but it leads to bad writing. If you try to fill up every paragraph with 3 – 5 sentences, you start writing filler just to get there.

But if you keep some extra white space in your writing — by using short paragraphs — people are more likely to continue reading long beyond when they thought they would quit.

How about you? What writing rules do you gladly (or unwittingly) violate? Are there rules you wish you could break? Leave a comment and let me know.

Author :  •  Content Location : Indianapolis, IN  •  Headline : Five Writing Rules You're Allowed to Break  •  Keywords : writing, writing rules, grammar, punctuation  • 

What Will Twitter Do With TweetDeck?

I use TweetDeck to keep up with different groups of people, making my Twitter stream easier to manage and follow.

The news that Twitter just bought TweetDeck for a reported $50 million has me a little worried, because Twitter has a history of killing its acquisitions, sort of like Lennie and soft things in Of Mice and Men.

It got worse after Mrinal Desai gave his five reasons why they were going to do it. It made me wonder, would Twitter really spend $50 million to kill a program that makes Twitter work better than their clunky interface?

If they were smart, Twitter would use TweetDeck as a way to win new users, not kill it to force people to use Twitter.com.

I use TweetDeck to keep up with different groups of people, making my Twitter stream easier to manage and follow.

TweetDeck makes using Twitter easy

I don’t know how many people I’ve talked to who didn’t get Twitter. They stared at Twitter.com and tried to keep up with the 50 people they were following. “Everything keeps going by so fast, I can’t even read it all.” TweetDeck lets you divide your Twitter stream into columns, either based on search terms or groups of people, and tweets are easier to read and follow.

Twitter.com is about as clunky as an old Edsel with square wheels, and is a pain to use. I hate having to click to see different tabs If they want people to use Twitter, they’ll keep TweetDeck around.

Twitter can feed ads into TweetDeck more easily.

Imagine if you’re forced to use Twitter.com for your Twitter stream. My tweets go by so fast on there, I’ll get a couple hundred in 10 minutes. If Twitter wants to slip in an ad, it will be easier for me to miss. While Twitter may be able to sell ads based on how often they’re served, “served” does not equal “seen.”

TweetDeck, on the other hand, makes it easier to see the ads. If I have a hashtag search column up while I’m watching a Colts game, I am more likely to see an ad that is not only slipped into that stream, but it can be targeted to me because I’m talking about the Colts. There are already enough bot programmers in the world, Twitter should be able to figure out how to serve targeted ads to people based on their conversations, and should be able to slide them into searches and lists that meet certain requirements.

For example, put a sporting goods ad in a sports hashtag discussion. Slide a restaurant ad in any list labeled with a city name, or even based on a conference hashtag.

TweetDeck is Just Awesome

I like TweetDeck for any number of reasons (to be fair, there are plenty of people who think HootSuite and Seesmic are awesome too. They’re wrong, but I support their beliefs.).

  • TweetDeck lets me communicate with my Facebook, LinkedIn, and FourSquare accounts.
  • I can support more than one Twitter account, which is important since I manage Twitter accounts for several clients.
  • It lets me view pictures and watch videos in little pop-up windows, rather than just visiting the original website.
  • I can schedule tweets for any minute, not in 5 minute increments like HootSuite used to do (they changed it, but when I had to make the decision, HootSuite was still only doing 10:15, 10:20 etc.)

There are a lot of Twitter clients out there. If they want to kill any apps, they need to look at some of the smaller ones that don’t do very much and kill them instead. It would clean up the market a bit, it would prevent future problems by saving them from accessibility and interface problems, and could give them a preferred client to send people to in order to help them use Twitter better.

My hope is that Twitter is taking all of this into account, and will keep TweetDeck as the official Twitter client. If not, I’m hanging on to mine as long as I can, and will use it for as long as it can send and receive tweets.

Author :  •  Content Location : Indianapolis, IN  •  Headline : What Will Twitter Do With TweetDeck?  •  Keywords : communication, social media, TweetDeck, twitter  • 

Video Book Review – Get Seen, by Steve Garfield

I recently read Steve Garfield’s Get Seen: Online Video Secrets to Building Your Business (New Rules Social Media Series) (affiliate link) because of my growing interest in video, especially as it relates to citizen journalism and crisis communication.

Get Seen is a great book for this, since Steve pretty much made a name for himself as being “that guy” when it comes to video blogging, scoring an interview with Congressman Duncan Hunter — scooping CNN in the process — and Jimmy Fallon, getting a press pass to a Barack Obama rally, and having videos appear on BBC and CNN. He’s got the knowledge and experience to tell you everything you need to know about creating fast videos with a small camera and your laptop.

If you have a hankering to do video, Steve’s book can be a little bad for you, because he talks about all the different cameras he’s been using for the last several years, making you want at least a couple of the cameras he’s got. I’m going to stick with my little Flip camera right now (I’m part of 12 Stars Media’s You Do Video program), but now I’ve already started looking at some new options to include lights and an external mic jack.

So check out the video, check out the book, and see if you can start adding video to your business or personal blog.

Author :  •  Content Location : Indianapolis, IN  •  Headline : Video Book Review - Get Seen, by Steve Garfield  •  Keywords : book review, Steve Garfield, video blogging, video book review, Wiley  • 

It’s Still Corporate Blogging, Not the Social Web

Decoder Ring Theatre cast

Debbie Weil doesn’t like the term “blog” anymore. She wants to do away with it.

I was listening to Debbie on Doug Karr’s Blog Talk Radio from the end of February, and she said she doesn’t like the term “blog” anymore. Rather, she wants to call it the “social web,” since blogging has grown beyond a string of chronologically arranged thoughts by writers who wanted to journal publicly (I’m paraphrasing).

I couldn’t disagree more.

While blogging may be old hat to people like Debbie, Doug, and me, it’s still new to a lot of businesspeople, who are only just now hearing about it. They’re only just now hearing about social media. They have just recently quit calling it “Facespace,” and realize there might be something to allowing their employees to contribute to their website.

Amish buggy and cart

Some of these guys even have a website. (No, not the horse.)

Keep in mind, the business community still hasn’t embraced the Internet as a whole. According to Formstack, only 45% of businesses in the US have a website.

That’s a friggin’ website! That’s not even a blog.

I built my first website in 1994. On Adobe PageMill. It was horrible. But we were one of the first businesses in our industry to have one, and I’ve been online ever since.

It’s 17 years later, and more than half of the businesses in this country still don’t have a website. They’re certainly not thinking about a blog. Maybe they’ve heard of it, maybe they know someone who’s got one. But they’re not seeing the need to have one.

And if that’s the case, they’re certainly not ready to embrace the social-ness of their website, and stop referring to it as a blog, since they don’t even have one.

Decoder Ring Theatre cast

Cast of Decoder Ring Theatre, an audio theatre company in Toronto. They're airing 6 of my radio scripts this summer on their podcast.

I’ve seen this “we’ve got to stop calling it by the old name because it’s not accurate anymore” phenomenon so many times before in so many different industries. Radio theatre is no longer called “radio theatre” anymore, it’s called “audio theatre.” Why? Because you don’t listen to these plays on the radio anymore, you listen to them via streaming audio, podcasts, mobile phones, CDs, and even tapes. Who the hell uses radio?

The audio theatre groups I’ve been a part of have been arguing about this for the last 10 years. (In fact, if I want to rile them up, I’ll bring it up again, like shaking a jar of angry bees just as they’re starting to calm down.) But the only people who care about the distinction are the practitioners themselves. Most of the non-audio theatre public still calls it “radio theatre,” because that’s the name they know. That’s how they refer to it when they talk about what they, their parents, or their grandparents listened to.

When I ask them about “audio theatre,” they stare at me blankly, until I say “that’s the new word for radio theatre.” Then they get it. Audio theatre’s biggest marketing blunder was when they stopped calling the art form what the typical listener was calling it, and I think it played a role in the diminished acceptance of the art form, even as audiobooks and other forms of audio entertainment and education have taken off.

If we want corporate blogging to continue to grow, we need to keep calling it a “blog” for as long as the business community has not fully embraced the Internet as a whole. Once everyone has a website and a blog, then I’ll call it a “social web.” Until then, I’m going to stick with the term the rest of the business community is already using. The social media pros can call it whatever they like.

Photo credit: pullarf (Flickr)

Author :  •  Content Location : Indianapolis, IN  •  Headline : It's Still Corporate Blogging, Not the Social Web  •  Keywords : corporate blog, corporate blogging, Debbie Weil, Douglas Karr, social web, websites  • 

Five Tools Every Crisis Communications Professional Needs

Crisis communications professionals, especially those dealing with environmental and man-made disasters, will often find themselves in a position where they need to relay information to the public fast. The great thing about social media is that it lets us communicate a lot of information immediately. And for the crisis communications pro, speed is often of the essence.

When I was the Risk Communications Director for the Indiana State Department of Health (ISDH), we needed to communicate a lot of our information as quickly as possible. But the technology — at least the technology we had access to — meant being tethered down to a desk or finding a coffee shop that had passable wifi. And in 2006 – 2007, those were harder to find than they are now.

But the technology has caught up with the citizen journalists, surpassed the traditional media, and lets many crisis communicators become the direct source of the news, rather than waiting for the mainstream news people to catch up.

Here are five tools, both online and offline, that crisis communications professionals need to communicate quickly:

1. A smartphone

If you said “duh!” you’ve obviously never worked in government. In 2006, I was handed a Blackberry with the thumbwheel and keyboard. That was five years ago, and most of the agency people I know are still using them. The ones who have upgraded have upgraded to another Blackberry. The problem is, the good communication apps are being developed for the iPhone and Android. The Droid will let you take photos, videos, send tweets, and tap directly into your blog with apps from Posterous or WordPress, and they often cost as much or even less than Blackberry. Yes, the Blackberry will do all of that too, but it has fallen behind in the mobile communication arena, and may soon go the way of the dodo.

Mobile phones are now mini-computers that can make a phone call, not a phone that takes pictures and sends text messages. Sticking your crisis communications pros with flip phones or less-than-current technology hampers your crisis communications efforts severely.

2. Twitter & Facebook accounts

The problem with mainstream media is that you’re bound to their schedule and their filters. Not only do you have to wait until the 5:00 and/or 11:00 news to get your message out, they only spent 60 seconds on your story, and they missed three important points. Meanwhile, people are on Facebook and Twitter talking about the big emergency, and are asking questions that are either going unanswered, or being answered with bad information.

On the other hand, social media platforms like Twitter and Facebook are updated constantly. People ask questions, and you answer them. You provide people links to the most up-to-date news and numbers, shoot down rumors and misinformation, and get news out to the public without waiting until the media airs it several hours later.

3. A Posterous blog

This may not be your “official” blog, but Posterous is a great distribution channel. You can email photos, videos, and critical information to your Posterous blog, and have it automatically create a new blog post from all the content. Plus everything gets distributed to Flickr or Picasa (photos), YouTube or Vimeo (video), and your official blog. It can automatically notify Twitter, Facebook, and LinkedIn when there’s a new post up (or you can shut that off, and let your regular blog do that for you).

Writing a new blog post is a snap. Just open up Gmail or your smartphone’s email program, type in the subject line (that becomes the headline), attach the photos or videos, type in a few lines of text and you’ve got a blog post. Rather than waiting until you can get to your laptop and spending several minutes getting it up and running, you can do this on your smartphone in five minutes or less.

4. A WordPress blog on an external server

If you’re in a crisis communications position, you need a blog that is never, ever subjected to the whims, downtimes, and issues that a 3rd-party provider like WordPress.com or Blogger.com would face. It’s also important that your blog’s server exist outside your city, or even state. When I was at ISDH, one of the things we trained for was a nuclear attack aimed at the center of downtown Indianapolis, less than 50 yards from my office. If that happened, our subsequent replacements would need a way to continue to share information, since the melted slag of metal that was once our server was not an option. So our emergency backup was somewhere else far, far away.

I recommend a WordPress.org blog on your server because there are so many plugins and add-ons to increase the functionality of your blog — functionality that WordPress.com and Blogger.com just don’t have. Of course, you need someone who knows how to do all this, or at least an IT department who won’t insist that the blog needs to reside on the server in their building, just down the hall from your office (see Attack, Nuclear: Devastating Effects of). If they won’t help you, then go with WordPress.com or Blogger.com (or even your Posterous blog), until you get someone helpful in IT. Don’t let a bottleneck delay you; find a way to work around them until the bottleneck clears.

5. Mi-fi

Mi-fi is the portable wifi hotspot that fits in your pocket. It’s smaller than a deck of cards, and will support up to 5 users. It’s always on, and extremely secure. For crisis communications pros who rely on their laptops, but don’t always have access to a coffee shop or McDonald’s, this is a must. It’s also easy to recharge, and can plug into any wall or car’s cigarette lighter, which means you can communicate while you’re on the road.

A Mi-fi is also useful when combined with a digital camera and an Eye-Fi card, a wifi-equipped photo storage card. Set it up to automatically upload all photos to your agency’s Flickr or Picasa account, and you can keep people up to date with what’s happening via these two photo sharing sites.

There are a lot of other online and offline tools a crisis communications professional should have, but these are the five I wish I’d had when I was in state government. They would have made life so much easier, and we could have gotten information out a lot more quickly.

Now, if someone can only find a cure for bureaucracy, then life would be perfect, and I would even consider going back in to public service.

Author :  •  Content Location : Indianapolis, IN  •  Headline : Five Tools Every Crisis Communications Professional Needs - Professional Blog Service  •  Keywords : blog writing, blogging, crisis communication, facebook, Posterous, PR, Public Relations, twitter  • 

5 Key Steps for Good Customer Service in B2B Social Media

A couple weeks ago, while we were on our way to Chicago, Erik wrote about how people — customers — can get good customer service by participating in B2B and B2C social media. He talked about how customers can get a company’s attention, why they shouldn’t whine, and how to make sure they’re taken seriously when they have a real complaint.

But companies also need to follow some customer service “best practices” in the social media realm, if they want to see what the customers are talking about, and to avoid a serious customer service meltdown. We manage a lot of customer service social media for our clients, and have been able to solve a lot of problems on their behalf. Here are five steps we follow in providing good customer service in B2B social media.

1. Find your Customer Playgrounds

Facebook is not the only game in town to manage b2c social media for a company. More often than not, you’ll find your customers participating on sites that are specific to your industry. Social media and business can be found on Twitter, Blogs, Forums and other Social Networks.

For example, in the travel industry, whether it’s an airline, hotel or car rental company, they can keep an eye on their customers by hanging out on Flyertalk, where everyone is talking about everything from airline miles, aircraft and the luggage they use. By focusing on specific discussions, they can keep abreast of what their customers are concerned about and pleased with.

Most industries have their playground where people are congregating and talking about what you are or are not doing right. Find yours and participate.

2. Create a Team.

You need a team to monitor your brand online. Your best bet is to create a tiger team of different people from different departments, rather than assigning one department like marketing or customer service to it. However, you need to appoint ONE person to be in charge of it. Don’t make it a committee, because nothing will get done. Customer service definitely needs a seat at the table. Also, create a plan to quickly address a bad Twitter post or Facebook post. This is where customer service needs to be at the forefront.

3. Monitor the Networks.

It’s not just enough to have a Twitter account that you check for mention of your name (although you need to do that too). You need to monitor a lot of the different networks and forums. There are several tools to help, including Lithium (formerly ScoutLabs), uberVu, Radian6, Vocus, and of course, Google Alerts.

There are more entering the social media monitoring market everyday, so the list is fluid. Find one that does what you need and stick with it. But be prepared to change, since the quality of the lists will often change.

4. Have a Plan to Respond.

Make sure you you always address the issue and deal with the customer. Don’t engage in an argument with them. Whether you think you’re wrong or they’re right, don’t engage in a public debate. If the customer is just dead wrong, address the issue privately, but solve their problems publicly. Let everyone see you’re taking care of your customers; this will help potential customers feel more at ease. But if you get into an argument with a customer publicly, you’re going to lose when everyone else sees you as a bully.

 

Step 1: Research the person who posted their comment.

    • Do they have Klout?
    • Have they identified themselves?
    • How much influence do they have?
    • Are they a troll? (There are individuals that go around and say bad things and try to extort you to remove the comment.  And, they may not even be a customer or have purchased your product).

Step 2: If they are legitimate, address their issue.

See how easy that is?

5. Communicate the effort, so you are demonstrating action is being taken.

Demonstrate that you are conversing with your customers and answering the questions. The passive aggressive behavior of online behavior quickly turns into appreciation, if the customer feels heard. Someone may complain “Smitty’s restaurant ruined my day. Put Swiss, not American, cheese on my cheeseburger. #FAIL,” but will backtrack and soften their complaint if you follow up with “I’m sorry for the error. We’ll buy your lunch the next time you’re in.”

Remember, social media is about having conversations with your customers online. Monitoring what people are saying allows you to get important feedback you would not otherwise get. Feedback is good, embrace it.

Author :  •  Content Location : Indianapolis, IN  •  Headline : 5 Key Steps for Good Customer Service in B2B Social Media  •  Keywords : B2B, cutomer complaints, customer service, social media  •