Measuring Up

Can social media bring divided factions together?

Anyone who’s ever worked inside a large company understands that corporate politics and turf battles are almost always a reality of day-to-day business. From our consultant viewpoint, we’ve pretty much seen all of the ways companies get stuck in their own inertia. One run-of-the-mill infrastructure issue we often see involves functional departments competing over budget sizes and resource allocations. And, within departments, managers often jockey for control over specific projects/campaigns or groups of employees. In these cases, the end goal (whatever it might be) is typically sacrificed because of power battles.  My least favorite (though) is when great ideas (that have the ability to “move the needle”) are killed for no other reason than because of petty personal insecurities (i.e. it didn’t come from me, and I don’t want that guy to look good).

We were discussing many of these issues last week during a day-long workshop that Peppercom co-led with CableFax, the cable industry trade publication, and Access Intelligence (its parent company). The workshop focused on how cable and media companies can learn to leverage social media more effectively within their current internal and external communications/marketing efforts. No surprises really came from this group. In many cases, even the largest companies are just dipping their toes into the digital water right now. Others haven’t created a social media strategy due to lack of resources, expertise or because their organization is still figuring out where this new functional discipline should be housed internally.

We also had two excellent guest speakers, a research team from MTV Networks who discussed how their organization is using social media research to serve its many properties (i.e. MTV, VH1, Nickelodeon, etc.) from a content and marketing standpoint. What I found most interesting, though, is how they’ve leveraged social media to unite so many different business functions within the organization. In their experience, this still misunderstood medium can bring many factions within a company together for the first time. And that’s exciting.

How is this possible? Well, after applying some logical analysis, it makes sense. What we heard is that most companies (at least in the cable and media industries) have not yet created one social media function or division within the organizational chart that runs across the company. Instead, various resources are often siphoned from different departments within the organization to take the lead on figuring out social media. These people are then deemed “social media experts.”  I’m sure that outside specialists are also brought in to show the way in many cases as well. But the point for MTV Networks is that, because its many business lines, brands and marketing areas are all intently trying to learn how to apply social media to their communications/marketing/audience engagement efforts, these factions find themselves opening up, integrating and simply working better with each other to learn and leverage best practices. More specifically, our guests discussed how social media research serves to play this unifying role (i.e. everyone wants it to make better decisions about specific campaigns/projects that should be created or not based on this first-time research).

In essence, because social media is so new and still somewhat mysterious (at least to its ultimate effect), it can actually serve to change the unwritten political rules that govern how internal behavior works within large organizations. Of course, this was but one example from one workshop. But, the possibilities are still pretty exciting.

The Internet "loves" Cease-and-Desist letters

Here's another example of bad lawyerly advice. Clear Channel Communications tried to force a Web site in Connecticut to take down an audio recording, only to have the segment pop up on hundreds of other sites within just days.

The cease and desist strategy began after an interview by Tom Scott, a talk radio host at Clear Channel station, WELI-AM in New Haven, recorded a heated interview with Democratic Senator Christopher Dodd. It seems that Mr. Scott is a former Republican state senator. He accused Mr. Dodd of misconduct in getting a personal mortgage. Or course, Mr. Dodd fervently denied this allegation.

For reasons unknown, the interview was never broadcast and Mr. Scott quit the station soon thereafter (he claims censorship took place). And, as fate would have it, the recording turned up on a local Internet news site, The New Haven Independent, along with this article highlighting the immediate demand by Clear Channel to remove this WELI unapproved interview. You can see that the article makes Clear Channel look pretty silly... as if it had something to hide from the public.

Of course, anytime a whiff of legal intimidation, censorship, or corporate "cleanup" is enforced on the Internet, the masses become aroused and this often leads to a story going viral. And, that's just what happened here. Political Web sites, bloggers and other radio stations (including at least one Clear Channel station) downloaded the recording and played or posted it. According to the managing editor of the Independent, "It crashed our server... and is by far the heaviest traffic we've had."

So, what's the moral of this story for corporations? Be smart about how you try to control your own content/intellectual property on the Internet (especially when it surrounds a potentially controversial issue.) Yes, it's important to be the master of your own domain. But, once the information has been released, the reality is that you really aren't in control anymore. Legally, you have every right to crack down on violators. But, the severely negative public relations impact from your actions might cost you a hell of a lot more in the end.