All posts tagged Brand

  • Optus: The Problem With Making Promises

    While digging around for a place to recharge my pre-paid mobile account within Optus‘ labyrinthe website, I was greeted with the below screen.

    Click the image to view the page, which is live at time of writing.

    optus_fail

    The problem with making promises online is that you have to keep them.

    Starting up a monthly email newsletter? Then make sure that it’s delivered monthly without fail. Or don’t specify a timeframe.

    Building a new online service? Deliver it on time and remove all ‘under construction’ notes once it’s live. Or don’t specify a timeframe.

    Failure to keep promises can result in a loss of trust, or  a loss of business. Good thing I wasn’t relying on that incomplete online service, huh?

    Either keep your promises, or don’t make them.

    Yeah, it’s a pain in the arse, but do it anyway. 

    In Optus’ case, ensuring the validity of their web content would be an ongoing, full-time role.

    But it’s worth it, because tiny overlooked details can be costly.

  • Big Day Out Public Relations: Is Silence The Best Response?

    A 17-year old girl died from a reported drug overdose at the Perth Big Day Out music festival earlier this month, after taking three ecstasy pills to avoid being caught by police at the gate. This was an unfortunate, but unsurprising occurrence. 

    The surprising element is how Big Day Out publicity have marginalised her behaviour by silencing their highly active online community.

    A statement published on the BDO site on 2 February 2009 reads:

    Perth drug overdose statement

    Early yesterday afternoon a 17-year-old girl was taken to hospital after a suspected drug overdose at the Perth Big Day Out. Tragically she died overnight.

    While details have yet to be confirmed, it has been reported that the teenager consumed a number of pills outside the event to avoid being detected by police sniffer dogs that were in operation, in this instance with fatal consequences. 

    Big Day Out does not condone the use of drugs at the event.  The same laws of the outside world apply inside the event. Over 3 million people have attended the Big Day Out in its 17 year history and this is the first time an incident of this nature has occurred. 

    Sniffer dogs are commonly used outside large events like the Big Day Out and are part of the police’s harm minimisation responsibility. 

    The investigation is being followed up by the Police. 

    To respect the privacy of the family, no further comments will be made.

    In contrary to that final statement, there’s also a dedication page on the BDO site, containing a message from the girl’s mother.

    While the Big Day Out brand will remain untarnished by this event – it’s arguably stronger than ever – this sad occurrence is now inextricably linked to the event’s brand in the same manner as 16-year old Jessica Michalik‘s death during the 2001 tour.

    Where Michalik’s death was the result of inadequate crowd control measures – a mistake rectified from the 2002 tour onwards – Thoms’ drug-related death requires a conversation between Big Day Out publicity and the hundreds of thousands who attend the tour across Australia and New Zealand each year.

    Critically, the online community who follow the event have been silenced: the highly active Big Day Out forum was disabled immediately after the news of Thoms’ death broke, and it remains closed almost a month later. 

    bdo_closed

    http://forum.bigdayout.com/ as of 21 February 2009

    Silence isn’t the best response here.

    In this case,  Big Day Out publicity invite criticism by refusing to allow a dialogue to occur.

    The only publicised offshoot of Thoms’ death is a Western Australian police commissioner agreeing that “amnesty bins” should be installed outside music festivals, to allow punters to deposit their drugs without fear of prosecution. And to minimise the likelihood of festival attendees overdosing in a panic before entering the venue, as in Thoms’ case.

    There’s nothing new about youth drug culture. But when an unfortunate event such as an overdose occurs, people start asking questions of the police, of the festival organisers, of each other.

    In a time of crisis or confusion, people want to connect with each other. And while an isolated festival overdose isn’t the strongest catalyst for either impulse, it’s still an occasion better met with community encouragement than marginalisation; with noise instead of silence.

    I understand that moderating public opinion becomes exponentially more difficult as a greater volume of people converge in one location. The need to consistently and accurately monitor the fine line between opinion and libel is likely at the forefront of the organisers’ swift decision to close the public forum.

    Censorship aside, an alternative forum named Small Night In has sprung up following the closure. But many questions remain unanswered:

    • Why silence an established, highly active online community following a drug-related death?
    • Why not encourage a dialogue between festival attendees and festival organisers?
    • Why not partner with an established organisation such as the Australian Drug Information Network (ADIN) and encourage participation – both online and in BDO-sponsored community forums held in capital cities – to gauge youth opinion on drug use, so as to minimise the chances of a repeat e?
    • Most importantly: why not work harder to turn a negative event into a positive by reinforcing a sense of community?

    Funnily, I was only provoked into thinking about the BDO organisers’ handling of the Thoms death after I received an email  sent to the BDO user database advertising Lily Allen’s June Australian tour.

    Promote a tour; marginalise the voices of Australian youths itching to converge and converse.

    Poor form, Big Day Out.

  • Brand Memory, Addendum

    Brand marketing lesson: it’s just as quick and easy to disappoint your fans as it is to satisfy them.

    In this case, it’s as quick and easy as an errant article appearing at the top of a news feed.

    My previous post discussing RHUM‘s great personal touch is now overshadowed by the first sentence I read upon loading their site today.

    Screenshot of RHUM homepage, 14 Feb 2009 (click to enlarge)

    Screenshot of RHUM homepage, 14 Feb 2009 (click to enlarge)

    See it?

    Headline: “Girls I’ve Had Sex With“.

    Great! If I were visiting with Penthouse Confessions in mind, or Tucker Max, or the zillion other smut repositories online.

    Awful! If I were visiting the site for some well-written critique on Australian youth culture. You know, music, the arts, film.

    That’s why I visited the site. For good, relevant content. Not for the infantile scrawl of some punk who wants to share his sexcapades under a pseudonym.

    RHUM is an Australian web publication targeting creative youths. Their mission statement:

    RHUM – Rabbit Hole Urban Media – is a non for profit arts-media organisation. RHUM works together with musicians, writers, visual artists and all sorts of other like-minded creatives as well as events, gigs and festivals Australia wide; connecting the peeps with all that is worth a read, ramble and a bit of showing off too.

    RHUM, ball = dropped.

    Sure, there’s a place for that kind of content within the guidelines stated above (“..a bit of showing off too”).

    But – front page?

    First item?

    Is this the kind of image you want to portray?

  • Content Analysis: National Australia Bank’s Songwriting Competition

    National Australia Bank (NAB) debuted a songwriting competition in April 2008 to commemorate 150 years’ banking service. In their words, it’s “initiative designed to inspire, unearth, and educate Australia’s next generation of great song writer”.

    Awesome! Let’s examine their execution.

    Their method of presentation is out-dated, very web 1.0, if you will. The competition barriers presented are very limiting, especially for the lyrics section – “write lyrics to one of these three songs”. No streaming video; very little interaction between those who wish to enter and what the company is trying to represent.

    It’s all very static. “This is the world we’ve defined, these are the rules, play within them or get lost.”

    Hilariously, they ask for all entries to be mailed as a playable audio CD to a physical address. How very 90s. NAB are a bank with access to huge resources. Why couldn’t they source a vendor to build a MP3 uploader? Or commission a YouTube channel (or equivalent) solely for entrants to submit their songs in video form? This would allow them to see the songs being played live and to judge the marketability of each entrant.

    But now I’m thinking outside of the confines of the competition, which exists primarily to find and promote songwriting talent. Not whether or not the artist is attractive or performs well in front of a camera.

    The site is very vague with regard to the competition terms.

    Get your song recorded in a major recording studio.” Which one, with which producer?

    Win the opportunity to have the song performed live at a major Melbourne music event, late 2008.” Which one?

    These are important questions that any serious entrant would want answered before they devote their time to the project. Why would a writer of a plaintive, introspective acoustic guitar-accompanied piece want to record with, for example, an electronic producer? Similarly, wouldn’t the same performer be discouraged from entering if NAB stated that the song would only be played between bands at a dance music festival?

    It’s this ambiguity that robs the competition of a clear goal. It’s as if it were defined from a high-level, upper management perspective, and the marketing department couldn’t organise the specifics in time for the project launch. And then the content wasn’t updated once these decisions were made.

    This is a real flaw; it makes the whole exercise appear as a self-serving, NAB-centric exercise instead of focussing on the artistic talents that they’re attempting to promote.

    Community and sharing are what’s missing. Having the competition judged by four music industry ‘experts’ (plus a bank manager – wtf?) is fine to an extent, but very old-school thinking. And very web 1.0. Music is evolving online at a far greater rate than most labels can adapt. Hence CD sales diving, the increased popularity of digital downloads, the massive exposure gained by bands whose fanbases existed online before any label had heard of them (Arctic Monkeys, Black Kids, Eddy Current Suppression Ring, you know)…

    So for them to seal off the competition so tightly is a major missed opportunity. No interactivity, no user rating, no user commenting.

    The primary competition could still exist in this format, but NAB could also have an off-shoot for ‘fan’s choice’ or ‘blogger’s choice’, wherein Australian music bloggers are sourced to critique entrants’ work.

    The Judging Panel page is also very static. Okay, so this Ian James guy has “credible and intimate knowledge of the Australian music business that is second to none” – link me to more of his work. I want to read his blog. He doesn’t have one? Then why is he on the panel?

    There was a time and a place for these reputable, experienced figures within the Australian music industry. But if they’re not actively engaging with the Australian music community via the internet – blogging, starting discussions with fans, sharing their thoughts on what’s occurring within such a crucial entertainment industry – then they are not relevant. This point is hugely important to me: I’m easily irritated by high-level theoretical bullshit when it comes to music.

    The only relevant dude on the panel is Paul Anthony, CEO of Rumblefish, a company aimed at “bringing a creative, financial and legal perspective to any licensing project with music from a pre-cleared catalog of handpicked artists”.

    Interesting concept, and it seems to be succeeding. It certainly demands further study. Here’s an article from May 2005 profiling Anthony and Rumblefish. An excerpt:

    Then Anthony hooked up with Neal Stewart, brand manager for Pabst Brewing’s resurgent Pabst Blue Ribbon beer, for what became the first test of Anthony’s bigger idea of music identity. Because PBR wanted to maintain a kind of grass-roots image — and also because its marketing budget was lean — the brand wanted to be associated not with hit songs but with up-and-coming local bands that connected with its product. Rumblefish researched the music scenes in two markets, Kansas City and Cleveland, identified a handful of appropriate bands, and executed a quasi-underground program that involved helping those artists cut singles (in PBR-branded packaging) that they could sell or give away as promotions. That way PBR was positioned as a supporter of local indie music — a part of the scene rather than just some outsider trying to exploit it.

    If I were serious about establishing NAB as a committed “grass roots” backer of Australian’s music by differentiating from competitors and connecting to the younger generation, I’d:

    • Get several popular indie labels on board (Modular, Speak N Spell, Eleven, Ivy League, Mistletone, Inertia, Elefant Traks, Dew Process, Plus One etc) with partnership deals
    • Recruit passionate fans of bands on these labels to initiate discussions within popular Australian music portals – FasterLouder, inthemix, Mess+Noise etc. This one is hard, because it has to be believable and not fabricated; it also introduces a conflict of interests into the equation, as fans will want to assist artists they like, but might not want to be seen as being involved with a corporate agenda
    • Recruit popular/relevant artists from those indie labels to appear as guests or judges or anything associated with the project. This lends social proof: as long as a project or initiative is genuine, worth supporting and is associated with musicians that I respect, I’d give it my attention
    • Book an associated promotional tour featuring bands from the indie labels. Include the website link on the tour artwork, but don’t ask bands to mention the project/initiative: if they believe in it, they will mention it without being prodded. The promotional nature of the tour should not deter fans from attending, as long as the line-up is attractive. See: MySpace Secret Shows, which are thoroughly covered with MySpace advertising but the kids don’t care because they’re knowingly partaking in an online social movement.
    • Contact the top hundred or five hundred Australian music bloggers and give them access to everyone associated with the project. Community involvement is essential: employ someone to personally contact each of these writers, and monitor and respond to every conversation that they start
    • Film every element of planning and execution associated with the project and publish online
    • Write about every element of planning and execution associated with the project and publish online
  • Personal Brand Marketing

    I put off reading this article for a few days, and I’m glad that I did. Tom Peters’ discussion on the importance of self-marketing demands your complete attention for a few minutes.

    When you’re promoting brand You, everything you do — and everything you choose not to do — communicates the value and character of the brand. Everything from the way you handle phone conversations to the email messages you send to the way you conduct business in a meeting is part of the larger message you’re sending about your brand.

    Being constantly aware of how you’re presenting – marketing – yourself throughout the day is hard. It’s not easily learned, either. It takes time. I’m learning.