Tag Archives: media

Why Can’t You Yell Fire?

I think we all know that you can’t yell “fire” in a crowded movie theater. It will cause a panic and someone will get hurt. At a minimum, the odds are that someone will also call in a false alarm that distracts the fire department. That is a common-sense limit to free speech. Almost 100 years ago the Supreme Court said that the First Amendment, though it protects freedom of expression, does not protect dangerous speech.

I thought of that the other day when Google and Facebook announced that they would take what I think is a great first step in purging themselves of fake news by cutting off the access those sites have to revenue-generating or promotional ads. As Reuters reported:

Google said it is working on a policy change to prevent websites that misrepresent content from using its AdSense advertising network, while Facebook updated its advertising policies to spell out that its ban on deceptive and misleading content applies to fake news.

As someone who is devoted to the First Amendment, you might wonder why I’m OK with what seem to be limits on free speech. Fake news – or outright lies – are a big source of the divisive atmosphere most of us recognize exists in our country. They’re not hate speech, which I’m actually OK with because it’s so obviously slanted. They’re worse because they wrap themselves in a cloak of truth. As we’ve discussed here many times before, many people – both in business and out – don’t bother to do the research to find out if what’s being presented to them in factual. The presence of these sites and their fabricated BS makes a very difficult search even more so. No, the Pope didn’t endorse Donald Trump and yet 100,000 people shared that story as if His Holiness did.

By removing the financial incentive to create and promulgate this crap, Facebook and Google are taking a positive step in helping those of us who want to make decisions based on factual material. It’s not censorship; it’s arresting the idiot who’s yelling “fire” for a profit. Hopefully, the next step is some method to annotate and fact check the sites that remain. I also see that Twitter is suspending the accounts of some alt-right leaders.:

In a statement, Twitter said: “The Twitter Rules prohibit targeted abuse and harassment, and we will suspend accounts that violate this policy.”

There is no question that Twitter has become a bit of a cesspool and they certainly need to take some actions that clean up the rampant trolling and harassment that goes on. This, however, doesn’t sit as well with me since it starts down the slippery slope of censorship. The difference is my mind is that the fake news folks are making stuff up for profit while the hate groups are expressing (in theory) their own beliefs, however misguided.

Interesting times, aren’t they?

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Filed under Huh?, Reality checks

Bad Headline, Good Reminder

I missed the end of the Sprint Cup race yesterday. Not a big deal, I thought, you can read the results in the paper or online. I still have some of my old school media habits and reading the paper with breakfast is one of them, so I was little surprised to see the headline you see pictured below. After all, the only NASCAR driver named Hamilton that I know of was Bobby Hamilton, who passed away in 2007. Had F1’s Lewis Hamilton somehow entered the race and how did I not know that? And why was he driving the 11, which has a regular driver?

None of the above. As it turned out the race winner was Denny Hamlin, who competes every week in the 11 car. The headline was completely wrong. This isn’t a website either, so millions of papers aren’t going to be corrected with the press of a button. Putting aside what must be some editor’s massive embarrassment, there is something any of us in business can learn from this.

Newspapers are supposed to be trusted sources of information. While there is no doubt that the public’s trust in media generally as unbiased factual reporting sources has declined, most mainstream outlets still hold themselves to a higher standard. When mistakes happen – and they do daily – most reputable outlets correct them and call attention to the fact that they have done so, recognizing that they erred in the first place. That’s applicable to any business, as is attention to detail. Someone screwed up badly here. Knowing that it’s generally the editors who write (and certainly approve) the headlines, my money is that the fault lies there. Messing up the big things is usually obvious but it’s the lack of attention to the little things that I think irk consumers even more.

This bad headline is a good reminder. Any business loses trust when they mess up. If we’ve done a good job filling up our karmic bank accounts with our customers, we’ll be fine making these withdrawals for mistakes. Do so on a regular basis, however, and that account becomes overdrawn. That’s when our customers move on. Does that headline make sense?

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Filed under Huh?, Reality checks, Thinking Aloud

Hi. What Do You Need?

I bet each of us has someone in our life from whom we never hear unless and until they need something. You know the type. When you’re in touch with them everything is great and you’re BFF’s. The problem is that the only times you’re in touch come when they are having a problem. When you reach out just to say hi, it’s crickets.

Many of us conduct our customer activities in exactly that mindset. They never hear from us unless we need something (generally we need them to buy something). A recent  Salesforce survey of nearly 4,000 marketers highlighted the fact that many marketers are increasingly focused on customer satisfaction and customer engagement as their top measures for success, and the way to spur those measures is through an ongoing presence that is customer focused. In addition, high-performing marketers are creating journeys for customers, with 65% saying they’ve adopted a customer journey strategy and 88% saying it’s critical to their marketing success.

This is what the CEO of Salesforce had to say about the results:

The rise of the connected customer is forcing marketing to evolve from delivering outbound campaigns to managing personalized experiences that engage the customer from day one and guide them through a seamless journey with the brand. The results of our research show that high-performing marketers that change their mindsets, tactics and technology to embrace a customer journey strategy will reap the benefits.

In other words, we can’t just show up when we need something. Think about something as simple as the Amazon Dash button. If you’re not familiar, Amazon describes it a Wi-Fi connected device that reorders your favorite product with the press of a button. If you run out of Red Bull, push the button and Red Bull shows up. It’s always there, ready when you need it. Is that walking the customer through a journey? I think it is, in a very simplistic manner.

When the phone rings and it’s this particular guy, I know I’m going to be asked for something. How do customers feel when your email arrives? Any differently?

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Filed under Consulting, Helpful Hints