Together we did it! Zara, the world's largest fashion group, has just committed to detox." When the NGO multinational Greenpeace uncovers grievances and takes aim at those responsible, the companies concerned are instantly confronted by an army of well-connected and modernly equipped do-gooders. Welcome to the real-time age of instant communication.
Events come crashing down on us, and there are three things we don't have at the moment of the storm: Time, control and a friend in the press. Nevertheless, such attacks are not all the devil's work. On the contrary. For those affected and those not affected, attacks of this kind offer an opportunity to make a positive impression. How can you do this? Here are four rules of conduct for successful communication during such a thunderstorm. One of these is the second paragraph, an innovation in modern campaign management. The main part of this article is dedicated to the second paragraph.
Rule 1 - Develop a passion for debating
People prefer information from people and use testimonials from their own networks. If you want to stay in the conversation, you have to follow them there and face up to critical votes about your own business activities on other people's terrain. Turn blasphemies into factual debates with an authentic appearance and verifiable content. Take pleasure in this form of communication. The critics will pay you back with respect.
Rule 2 - Spread the joy of teamwork
In a crisis, you want nothing more than employees who know what to do. Create a realistic set of rules that correspond to the rapid response time. Time is king! Give your employees personal responsibility and encourage their creative drive. Do away with hierarchies. Instead, form close-knit units with strong leaders. Remain lenient and feed experience back into the team.
Rule 3 - Play your trump cards
Is your strategy already geared towards the person taking part in the discussion or are you still operating according to the concept of persuasion? People don't want to be convinced. They want authentic stories, experiences and opinions - told in an exciting and straightforward way. Open up your archives, mobilize your own networks and present yourself as an empathetic narrator of success stories.
Rule 4 - Communicate instantly
Emerging out of nowhere, ideas and stories capture the attention of an entire social web community in the blink of an eye. Is there perhaps a story that concerns you, in which you come off badly or in which you have the opportunity to update it? The update of a launched story, immediately after its first appearance, not the next day, not an hour later, instantaneously - David Meerman Scott, respected blogger and author, calls this moment the Second Paragraph.
The example of the second paragraph
In August 2010, the news tickers read "Paris Hilton arrested for cocaine possession." Paris Hilton, it should be noted, has several million Twitter followers. In one sentence, she immediately gives her followers her side of the story: "These rumors are so untrue." What we find interesting about this story is that the Wynn Hotel in Las Vegas immediately banned Paris Hilton from the hotel. Thanks to this small story, launched immediately after the news of her arrest first emerged, the Wynn Hotel became the talk of the town in a big way.
Two reasons why, apart from the timing, it is the perfect example of successful real-time communication. Firstly, Paris Hilton is a hotel heiress. That creates a thematic link. And secondly, reporters, journalists and publishers are the first to look for the second paragraph. Paris Hilton arrested for cocaine possession. What's the second paragraph? Oh, she's banned from the Wynn Hotel. It's a wonderfully effective concept to make your voice heard at the expense of events in the market. Half an hour's effort and the result is 5286 news articles in which the story about the house ban was spread. As a marketing or communications manager, you have to imagine that. 5000 news articles as the result of a half-hour writing session!
The concept can be applied to any type of organization. What is needed is an understanding of how unexpected events occur instantaneously, how they spread with people via social media channels and how the moment can be used to one's own advantage. The concept can also be applied to crises. One well-known case is that of a Chinese celebrity blogger who smashed his Siemens refrigerator and posted the corresponding pictures online. The scandal was preceded by a door that could no longer be closed and Siemens' concealed customer service. The blogger's first paragraph? "German efficiency is no longer what it used to be." After criticism from the Chinese press, the baffled Siemens managers went into hiding and hired a PR agency. What could a second paragraph for Siemens have read? "Mr. Blogger's high demands are justified. We understand the anger and are doing everything we can to be able to fulfill the claims in the future. The faulty devices will be checked on request and, if necessary, replaced free of charge. " This reply, posted on the blog as a comment a few minutes after the hate speech was spread, might have been enough to bring the whole matter to a quicker and more positive end for Siemens.
What do you think about the possibilities of instant communication in general and the Second Paragraph in particular? Your market situation may be particularly suitable for this. I am interested in your thoughts, strategies, tactics and measures. Get in touch with your views at www.huerlimanncc.com.
Beat Hürlimann