Imagine a group of guys playing hoops in a small gym in Novato, California. Between games, one person notices his buddy’s new shoes, so he asks about them. A discussion ensues. In the short couple of minutes while the other guys are getting drinks and stretching out, a conversation takes place. The first guy decides to check the shoes out at the mall in San Rafael that weekend based on his friends’ enthusiasm.
Next, imagine that the small gym becomes the hottest place to play in Northern California. Instead of 8 to 10 guys showing up, suddenly there are hundreds or thousands. Not only are the original players getting crowded out, but soon marketers want to bring in billboards and buy ad space on the walls.
Perhaps one of the original players owns the gym. He can take a slice of the action or eliminate all the clutter that takes away from the games. It is his gym and his ball. Opening it to others, initially, enables the games to proceed under the universal gym rat rules. However, letting everyone and their brother into the gym not only changes the dynamic, but makes it difficult to maintain an even flimsy control of the proceedings. The reason for showing up gets diluted as more people arrive.
In the second scenario, everything that is not about playing basketball is unnatural and, more or less, unwanted, at least by the original crew who just wants to play some hoops. Suddenly, their little haven is a zoo. No one can get on the court anymore. Old gym rats like me will immediately understand this harrowing feeling.
In thinking about social media the last couple of months, I get that same odd sensation. My feelings about social media are transforming, particularly the rush to “monetize” or create return on investment (ROI) that seems to be at the center of the PR/marketing industry. These attempts, along with creating social media “campaigns,” seems to be bastardizing the very vehicles that communicators want to figure out. In other words, I think that public relations and marketing professionals are going about social media all wrong.
Viewing Facebook, MySpace, LinkedIn, and other sites as vehicles for disseminating info about selling products or services is not the best way to think about social media. When creating campaigns based on using Facebook or YouTube as a strategy with specific tactics to create “buzz” or friend lists, etc. the PR pro is assuming that the sites are like newspapers or magazines.
Instead, what I see is that social media sites are really like special interest clubs…even if they have 75 million unique visitors like MySpace did in July. The attempt to infiltrate these societies, if you really want to think about what a large social media entity could be, is unnatural, unless that interest group wants to be marketed to.
Creating a MySpace or Facebook page for a product or service is really pretty worthless in most cases. I realize some companies have had success doing so and they may even have the statistics available to back it up. From what I have seen, though, many of these instances have been lucky hits, which is why they are not being replicated across the board. (I do, however, think the rules change if one is marketing a celebrity, movie, or musician via MySpace, Faceboo, or another pre-formed site. When it comes to popular culture topics, there are natural interest groups that already exist.)
Fortunately, I think the answer for how companies should use social media techniques already exists. Rather than attempt to push into Facebook and MySpace — communities formed for social (not commerce- or consumer-based) interaction — companies should create their own social media sites that will enable interested users to visit and interact with the specific company and others who have the same interest. I envision an organization’s social media, then, to look like a company-created Craigslist, but including the bells and whistles of other social media sites. The user decides to go to the site, not be accosted by the product, service, or organizaton as they go about their Web-based social endeavors.
I would much rather see countless million little Web communities based around products and services than trying to hijack a portion of Facebook, or whatever the next big site is in the industry. The benefit to the organization is that its little user community would be inhabited by people who actually want to be there. I think eBay is another example of this potential, as well as smaller sites, like the reader-writer community Readerville.com. In Readerville, for example, a person who comes into the community to just market products is essentially shouted down by the people who make up the membership.
The big mantra in Web 2.0 is that the user has control over content. The rationale for joining Facebook, for example, is to interact with friends and family, network, and the like. Users do not join Facebook hoping to be marketed to by Coke, Burger King, or other entities. That is not why social media sites exist. One could argue that people do not watch television to be marketed at either, but they still turn on the tube. The counter is that with technological innovation, it is becoming easier to circumvent traditional advertising.
The same attitude that leads PR practitioners to think they can just push their way into social media sites carries over into the way they interact with bloggers. A recent post by Robert Scobel discussed his dismay with the way PR pros pitch him and other bloggers.
“See, some of them [PR professionals] (er, most of them) are treating bloggers as just ‘channels of message distribution.’ We’re there to take the news they are pitching and regurgitate it and spit it at all of you. That exercise is totally not interesting. For all the reasons I’ve gone over here. It doesn’t let me figure out my own take on the story. It doesn’t let me hear from customers who are wildly happy. It doesn’t let me even figure out if the product works (many of those kinds of stories are pitched to bloggers who don’t even have any expertise in what they are pitching). Here, do another exercise. Let’s assume that StackOverflow was pitched to me by a PR company in an email. Would it have gotten coverage here? No. It doesn’t let me really find my own voice, or build an audience that’s any different than anyone else on Google Reader or TechMeme.”
These are PR class 101 mistakes — not treating the journalist respectfully and believing that sending out a million press releases equals good PR. For a great counter-discussion of PR’s importance in the Web 2.0 world, read Brian Solis’ essay defending the industry.
This particular essay is not going to devolve into an anti-PR screed. There is enough of that going on. I do, though, think that public relations must change/transform as the channels around the profession evolve. I still see too much spamming releases and sloppy research to prove that PR is attempting to hurdle these deficiencies.
Steve Rubel at Micro Persuasion echoes this sentiment, saying: “Every day I am deluged with hundreds of PR pitches. They come from everywhere: startups, big companies, competing PR firms and, occasionally, from people inside Edelman where I work. I read all the emails but delete 99.99% of them. I don’t even respond. I feel bad about it, but they’re so off base I can’t even begin to tell you how bad they are…However, I can’t fault these PR pros. They’re doing their job. They are doing what has always worked for them and I guess continues: sending out lots of email pitches in hopes that some stick. But those days are coming to an end.”
This is why I think that building mini-social media sites will reinvigorate public relations and give it the central position it should have as the communications conduit between organizations and audiences.