#CommsChat transcript – 31/05/2010, 8pm-9pm (UK time)

For more information, visit http://commschat.posterous.com

6:54 CommsChat: Early birds! Take a couple minutes to read how the session will work
pm http://bit.ly/dw6qfH and we'll get started in 5 mins or so #CommsChat
6:55 jayoconnor: @sheldrake. More complicated than that - cultural and structural issues to
pm consider too... #ciprsm #CommsChat
6:57 Sheldrake: @jayoconnor Exactly. The cultural and structural issues need to be
pm address, aggressively! #ciprsm #CommsChat
6:58 Sheldrake: @simonhill Hi Simon, joining #commschat in 2 minutes?
pm http://bit.ly/dw6qfH
6:58 Jonk87: back on tweetchat.com for commschat to see what people have to say
pm about this weeks discussion. #commschat
6:58 CommsChat: If youʼve read the #CommsChat session guidelines and aims please
pm introduce yourself and standby for the chat to commence. #CommsChat
6:59 sandrulee: @ home just in time for #CommsChat @CommsChat
pm
6:59 Sheldrake: Waiting for #commschat to start. Check out the new #cipr website
pm www.cipr.co.uk :-) #ciprsm
6:59 CommsChat: Please make sure you are following @CommsChat if you are taking part
pm and ensure you use the #CommsChat tag at all times, thanks!
#CommsChat
6:59 Setsights: Time for #CommsChat
pm
7:00 Sheldrake: apologies for blantant plug #commschat
pm
7:00 ARWalsh4: Hi everyone! I'm Amanda an American living in Madrid. Graduated in 08
pm with a BA in PR from Temple University! #Commschat #CommsChat
7:00 CommsChat: Guys, please save any pitching / promoting until the end of the session to
pm keep it fair - thanks ;) #CommsChat
7:00 CubanaLAF: Hi all - Lauren Fernandez, PR/social AE @MorochPartners. #commschat
pm
7:01 EmilyCagle: Hi all. I'm Emily Cagle, PR, blogger, director of Cagle Comms and co-
pm founder of #commschat.
7:01 Setsights: Hi everyone I'm David Lurie, communications coordinator (not PR) at
pm worlds biggest defence firm. Graduated 07 and again in 08! #CommsChat
7:01 CommsChat: The first question will be posted in a couple of mins. If you have a
pm suggestion for a question, send to @CommsChat, Thx! #CommsChat
7:02 Jonk87: Hey, Stephen Johnson, final year PR student and keen interest in SM
pm #commschat
7:02 Dan_Martin: Hello chatters! I'm Dan Martin, editor of BusinessZone.co.uk and PR
pm manager at @daisychainbaby #CommsChat
7:02 mdbenoit2: Hi, I'm not really in communications; hoping to learn tips and tricks!
pm #CommsChat
7:03 AdamVincenz Hi, I'm Adam - a consultant, blogger and co-founder of #CommsChat and
pm ini: I'm moderating tonight's chat...be gentle ;)
7:03 amfunderburk Joining in for my first time! I'm Ashley, #PR major at @WCU. Intern and
pm 1: @CatComWCU firm director! #commschat
7:03 karimacatheri Hi all, Karima-Catherine Business strategist and social media integration
pm ne: consultant #CommsChat
7:03 dirktherabbit: Hello everyone Dirk from Rabbit here, hope to be here for a little bit at least
pm #commschat
7:03 amfunderburk @Jonk87 SM is the best! Love it! :) #commschat
pm 1:
7:03 sandrulee: Hi every1! i'm Sandra from Turkey (yeah i am!), studying in the US (grad
pm school), started my internship in Edelman PR today... #commschat
7:04 steveqshanno career trainer delray beach FL work with engineers & senior IT & financial
pm n: clients. PR in my blood.#Commschat #CommsChat #CommsChat
7:04 CommsChat: If youʼve just joined us, make sure you introduce yourself and have
pm familiarised yourself with the format. #CommsChat
7:04 CubanaLAF: @amfunderburk1 I'm going to have to step up my game if you're here,
pm lovely. :) #commschat
7:04 jayoconnor: I'm Jay, President of the CIPR #CommsChat
pm
7:04 karimacatheri @EmilyCagle @cubanalaf : Hi Ladies! #commschat
pm ne:
7:04 theprview: Back just in time for #commschat :) I'm a PR student obsessed with Social
pm Media. Hi everyone!
7:04 Jonk87: Hey @amfunderburk1 - Did you join late in last week's discussion?
pm #commschat
7:05 amfunderburk @CubanaLAF No way :p I won't be here the whole chat, just half.
pm 1: #commschat
7:05 CommsChat: Guys, we really appreciate you taking the time to participate - first question
pm on it's way... #CommsChat
7:05 sandrulee: @theprview haha exactly my thoughts a couple of mins ago! #commschat
pm
7:05 bitty_boop: Hi everyone. Brittany James, recent grad from Quinnipiac University. It's
pm my first time here. #CommsChat
7:05 blogtillyoudro Hi all, Lolly blogger, and Digital / Social Media Consultant #CommsChat
pm p:
7:05 SJOgborn: @CommsChat Hi hi hi...I'm Sam, recent grad, and I do a mix of new
pm business dev, PR, and marketing for @fuordigital. #commschat
7:05 Sheldrake: Just readin about you @dirktherabbit on the big WWW yesterday ;-)
pm #commschat
7:05 amfunderburk @Jonk87 I might have.. I can't remember! :/ haha. I guess this is my first
pm 1: time being here on time maybe? #commschat
7:05 elizabethgrac @amfunderburk1 I've never joined in on #commschat! I can't today so let
pm e7: me know how it goes and I'll join in next time!
7:05 Beth_Carroll: Hey, Beth here. I'm head of social at @ashcomms Will try and be here
pm through the duration #CommsChat
7:05 amfunderburk @bitty_boop Hey girl! Good to see you! :) #commschat
pm 1:
7:06 Jonk87: @amfunderburk1 I think i'm only here for half as well....g/f wants me to
pm watch film :-) #commschat
7:06 ARWalsh4: @amfunderburk1 I think you popped in last time, right? #Commschat
pm #CommsChat
7:06 Sheldrake: I'm Philip, and I'm a Chartered Engineer in public relations, particularly
pm social analytics www.socialwebanalytics.com #commschat
7:06 amfunderburk @elizabethgrace7 I definitely will! I won't be able to do the whole chat this
pm 1: week.. kind of sad! #commschat
7:06 CommsChat: Q1: Who should own the telephone then? Social Media is a way to
pm communicate just like the telephone isn't it? #CommsChat
7:06 princess_misi Hello all! Marta here, Social Media Consultant at Porter Novelli in Brussels.
pm a: Avid SM user and a blogger (SM, food, photography) #CommsChat
7:06 amfunderburk @ARWalsh4 I may have haha. I'm trying to figure out if I did or not. I need
pm 1: to write all of these chats down. To many to remember #commschat
7:07 bitty_boop: @amfunderburk1 You too. #CommsChat
pm
7:07 sandrulee: @Jonk87 she shouldn't keep you from educating urself with so many
pm expert views :) #commschat
7:07 amfunderburk @Jonk87 Awww how sweet! What movie? I have a family dinner before I
pm 1: hit the road. #commschat
7:07 ARWalsh4: @amfunderburk1 Either way, good to see you here! #Commschat
pm #CommsChat
7:07 Setsights: Telephone is 1-1 or in telecons maybe 20 people max. Social Media is
pm broadcast wide. Too dangerous to give everyone SM access.
#CommsChat
7:07 CubanaLAF: Q1: The person that owns SM can be the janitor if he understands strategy,
pm tactics and that many depts are involved. #commschat
7:07 AdamVincenz RT @CommsChat: Q1: Who should own the telephone then? Social Media
pm ini: is a way to communicate just like the telephone isn't it? #CommsChat
7:07 ruthseeley: I'm joining #CommsChat - subject is 'who owns social media.' Will try not to
pm tweet too too much.
7:08 amfunderburk @princess_misia Hi Marta! Porter Novelli is a great firm! :) #commschat
pm 1:
7:08 Sheldrake: I asked that question at the CIPR Digital Impact conference last Monday!
pm Slideshare: http://bit.ly/aAgZtT #ciprsm #commschat
7:08 ARWalsh4: Agreed with @setsights. Social media reaches hundreds of people with a
pm click of a mouse. #Commschat #CommsChat
7:08 ruthseeley: CDN PR solopreneur who's always claimed PR owns social media.
pm #CommsChat
7:08 amfunderburk @ARWalsh4 Same to you! :) #commschat
pm 1:
7:08 CubanaLAF: Q1: Social is a channel of your overall communcations/marketing strategy.
pm Strategy is diff from execution. #commschat
7:08 CommsChat: RT @CubanaLAF: Q1: The person that owns SM can be the janitor if he
pm understands strategy, tactics and that many depts are inv. #CommsChat
7:09 Sheldrake: It's a good question to get people thinking about what "digital" really
pm means. #commschat
7:09 bitty_boop: @amfunderburk1 I'm just checking out #CommsChat since it's my first time
pm
7:09 EmilyCagle: RT @CommsChat: Q1: Who should own the telephone then? Social Media
pm is a way to communicate just like the telephone isn't it? #CommsChat
7:09 princess_misi @amfunderburk1 Hey Ashley! Thanks and lovely meeting you!
pm a: #CommsChat
7:09 theprview: Q1 #commschat but the telephone is very discreet, social media is open
pm and public.
7:09 CommsChat: Pls preface your answers with Q1 etc so everyone knows which question
pm you are referring too, thx! #CommsChat
7:09 ruthseeley: Re Q1: in the UK, internal comms is often 'owned' by HR - far less so in
pm NA. How does that affect SM 'ownership'? #CommsChat
7:09 salleeann: Hi all! First time at #commschat
pm
7:09 sandrulee: @CubanaLAF isn't there a difference between owning and
pm directing/dominating though? #commschat
7:10 CubanaLAF: @theprview Q1: Think of social as a game of telephone. It goes from one
pm person to the other and can be skewed. #commschat
7:10 SJOgborn: @theprview nice point. #commschat
pm
7:10 Setsights: My company has 110,000 staff, probably 50,000 telephones, and 4 alleged
pm twitter accounts. We only own 2 of them! #CommsChat
7:10 amfunderburk @salleeann Hi, nice to meet you! #commschat
pm 1:
7:10 CubanaLAF: @sandrulee In this space? You have people confusing it. It's a 'grab for the
pm prize' type mentality. Silly. #commschat
7:10 steveqshanno Q1 Ownership word seems archaic today? Yay or nay? #Commschat
pm n: #CommsChat
7:10 Beth_Carroll: Q1 The whole question is not about communication. It's about who should
pm oversee campaigns. Everyone should be on the telephone! #CommsChat
7:10 Setsights: RT @ARWalsh4: Agreed with @setsights. Social media reaches hundreds
pm of people with a click of a mouse. #Commschat #CommsChat
7:11 barrydewar: Hi, I'm Barry, Digital Comms strategist, social media focussed.
pm #commschat
7:11 CommsChat: Guys, please avoid specific promotion / references to your own situations if
pm possible, thanks!! #CommsChat
7:11 amfunderburk Q1- I think everyone should have access to using the telephone. Don't limit
pm 1: it to only certain people. #commschat
7:11 salleeann: Agreed! RT @CubanaLAF: Q1: The person that owns SM can be the
pm janitor if understand strategy, tactics + many depts involved #commschat
7:11 mdbenoit2: Q1: Isn't SM a comm twice removed? Face-to-face, voice-to-voice, now
pm keyboard-to-keyboard. Lots of tone to lose. #CommsChat
7:11 ruthseeley: Q1 Ok but let's say you've let marketing 'own' social media and you're
pm faced with a product recall? Who're you going to call? #CommsChat
7:11 amfunderburk @bitty_boop I think I caught the end of last weeks, but I can't remember!
pm 1: #commschat
7:11 paulardoin: Q1: And telephone is not a broadcast medium -- Twitter, FB, LI are. Def
pm needs an owner. #commschat
7:12 amfunderburk @princess_misia You're welcome, nice meeting you as well! #commschat
pm 1:
7:12 danderricott: Sorry I'm late; Hi, I'm Dan - PR Student at Lincoln and Students' Union
pm Vice-President #commschat
7:12 ARWalsh4: Good point to Q1 from @cubanalaf about understanding strategy and
pm tactics of SM #CommsChat
7:12 CubanaLAF: Q1: SM is a two way street. You can't 'own' it: the advocates and
pm naysayers of your brand do. #commschat
7:12 CommsChat: Q2 coming up in 3 minutes... #CommsChat
pm
7:12 sandrulee: @CubanaLAF ok i think i was a little out of topic... sleeplessness and
pm tiredness took over me :) #commschat
7:12 amfunderburk @paulardoin I agree, I can understand having a few people over the SM
pm 1: accounts, but everyone should be able to use the phone. #commschat
7:12 jayoconnor: Q1 the word ownership is problematic. The key is the objective and then
pm the strategy, which will dictate the mix... #CommsChat
7:12 cloudspark: Know that whoever has authorship in SM, has the relationship.
pm #commschat
7:13 Sheldrake: #commschat Correction re. Twitter being broadcast... it's actually
pm multicast... but I'm always semantic
7:13 amfunderburk @danderricott Hi Dan! I'm a #PR student at @WCU! Nice to meet you!
pm 1: #commschat
7:13 Dan_Martin: Q1 Social media is unlike the telephone in that most conversations can be
pm heard by many people #CommsChat
7:13 ARWalsh4: Q1 It is hard to say who 'owns' SM communication. At the end of the day, a
pm person is responsible for an acct and what was said. #CommsChat
7:13 sandrulee: @amfunderburk1 isn't it the same with SM though? #commschat
pm
7:13 Setsights: @cloudspark Q1 authorship is power? Maybe the question is who owns
pm the author? PRO may own SM... but report to marketing dept?
 #CommsChat
7:14 sandrulee: @Dan_Martin you can always make a conference call ;) #commschat
pm
7:14 CubanaLAF: @ARWalsh4 If you work for a brand, you're responsible for indirectly
pm representing it. Google = Dante's Inferno. #commschat
7:14 Beth_Carroll: @paulardoin but the whole point in doing it is to build relationships which
pm should go off line. #CommsChat
7:14 Dan_Martin: RT @CubanaLAF: Q1: SM is a two way street. You can't 'own' it: the
pm advocates and naysayers of your brand do. #commschat
7:14 amfunderburk @Dan_Martin Agreed, everyone can read your conversations on SM sites.
pm 1: #commschat
7:15 paulardoin: Point taken @sheldrake -- but phone is 1 to 1, SM is 1 to many
pm #commschat
7:15 CommsChat: Q2 about to be posted....if you have a question you'd like to see featured,
pm please send to @CommsChat #CommsChat
7:15 AdamVincenz Q2 about to be posted....if you have a question you'd like to see featured,
pm ini: please send to @CommsChat #CommsChat
7:15 CommsChat: Q2 There is a solid argument for social media being shared, reflecting it?s
pm collaborative nature ? is this practical? Really? #CommsChat
7:15 sandrulee: RT @AdamVincenzini: Q2 about to be posted....if you have a question
pm youd like to see featured, please send to @CommsChat #commschat
7:15 amfunderburk @sandrulee What, everyone having access to the SM? #commschat
pm 1:
7:15 ARWalsh4: @CubanaLAF Agreed. It's about being constantly aware of what you say
pm and who you represent, right? #CommsChat
7:16 Dan_Martin: @jayoconnor I agree. Start thinking that you 'own' social media and all
pm sorts of craziness will occur! #CommsChat
7:16 RachelBrock Q1 SM is different from the telephone! SM is a way to communicate with
pm way: thousands as opposed to one at a time. #CommsChat
7:16 CubanaLAF: @AmberCadabra AMEN. I don't get why people think just because you're
pm PR it gives you an automatic social media pass. #commschat
7:16 ruthseeley: Just before we move on to Q2, I think what I'm hearing is that 'ownership'
pm needs to be more clearly defined. #CommsChat
7:16 AdamVincenz RT Q2 There is a solid argument for social media being shared, reflecting
pm ini: it?s collaborative nature ? is this practical? #CommsChat
7:16 barrydewar: Q1. Social media can't be owned but shared, just like representing the
pm company in regular conversation. Diff from strategy #commschat
7:16 dirktherabbit: blown away by the no of people taking part in #commschat, organised by
pm @emilcagle and @adamvincenzini
7:17 CubanaLAF: RT @ambercadabra: SM does not belong to any comms division simply by
pm birthright. It needs to be structured strategically. Period. #commschat
7:17 paulardoin: SM being shared depends on your goal. Cust service, thought
pm leadership...multiple goals is good for SM to be shared... #commschat
7:17 sandrulee: @amfunderburk1 "having a few people over the SM accounts, but
pm everyone should be able to use the phone" #commschat
7:17 Setsights: @CommsChat Share social media? Too many cooks spoil the broth. If if A
pm and B share SM, and A wrote strategy, B could misinterpret #CommsChat
7:17 CommsChat: @ruthseeley Ruth, we willcome back to ownership later on :) #CommsChat
pm
7:17 CubanaLAF: Q2: Absolutely. At the end of the day, it's about what makes your client
pm better. How can you do that if you aren't learning? #commschat
7:18 theprview: Q2 yes, there are different social networks for different niches. the large
pm ones are organised i.e. hashtags on twitter #commschat
7:18 steveqshanno Q2 May not be practical, but it's impractically evolving. All of are leaders
pm n: says Seth Godin. #Commschat #CommsChat
7:18 paulardoin: ...in fact, shared SM is probably necessary for co. to hit mult goals.
pm #commschat
7:18 Beth_Carroll: Q2 I'm sorry but I don't understand the question. Isn't the point about the
pm sharing? #CommsChat
7:18 Dan_Martin: RT @CubanaLAF @AmberCadabra AMEN. I don't get why people think
pm just because you're PR it gives you an automatic social media pass
#commschat
7:18 dirktherabbit: @CommsChat It's not only practical, it's essential. SM brand mistakes
pm have happened when it's been treated as niche / marketing #commschat
7:18 princess_misi Q2 in an ideal world yes...but in real world difficult since it involves
pm a: money... and money = war #CommsChat
7:18 amfunderburk @sandrulee I think if there are to many people over the SM sites it may
pm 1: become confusing. #commschat
7:19 ruthseeley: Q2 Given how time-intensive SM is & how much various folks can bring to
pm the table, it has to be shared, I think. #CommsChat
7:19 CommsChat: @Beth_Carroll we'll get to the follow up question in a second...
pm #CommsChat
7:19 SJOgborn: Nice point. This concept gets lost sometimes. RT @cubanalaf At the end of
pm the day, it's about what makes your client better. #commschat
7:19 sandrulee: @amfunderburk1 oh i agree with that... sorry i'm 2 tired... having a really
pm hard time thinking and concentrating... #commschat
7:19 EmilyCagle: #CommsChat Re Q2 SM, like all comms efforts, needs to be collaborative
pm overall but some1 needs to take ownership in sense of responsibility.
7:19 paulardoin: Biggest problem (in B2B anyway) is getting thought leaders to participate,
pm not in fight over ownership #commschat
7:19 jayoconnor: Q2 By its nature its shared, so the focus needs to on collaboration and
pm activity integration internally #CommsChat
7:19 CubanaLAF: Q2: I think people have this misconception that sharing will give away "SM
pm secrets." Internet gives perma credit to ideas. #commschat
7:20 amfunderburk RT @SJOgborn: Nice point. This concept gets lost sometimes. RT
pm 1: @cubanalaf At the end of the day, it's about what makes your client better.
#commschat
7:20 ARWalsh4: Q2 Sharing is the KEY to social networking. Raising awareness about your
pm clients. #CommsChat
7:20 CommsChat: Q3 coming up in 5 minutes...natural follow up to Q2... #CommsChat
pm
7:20 amfunderburk @sandrulee Oh no, it's fine girl! :) #commschat
pm 1:
7:20 steveqshanno Q2 SM takes on different public personalities depending upon the event or
pm n: crisis, then what is it? #Commschat #CommsChat
7:20 dirktherabbit: @EmilyCagle I agree with that, coordination and collaboration have to go
pm together. Someone needs to have ownership #commschat
7:20 sandrulee: RT @cubanalaf At the end of the day, its about what makes your client
pm better. #commschat
7:21 amfunderburk @ARWalsh4 I agree! You just can't share to much, especially if it is
pm 1: something that was not meant to be shared. #commschat
7:21 AdamVincenz Loving the amount of people taking part in #CommsChat - awesome stuff
pm ini: guys!!
7:21 CubanaLAF: @steveqshannon Why would you be diff in a crisis? That's when you have
pm to stand behind brand image. #commschat
7:21 CommsChat: Q3 is a couple minutes away... #CommsChat
pm
7:22 steveqshanno Q2 Toyota today vs.Toyota one year ago. Different strategies? Dif content?
pm n: #Commschat #CommsChat
7:22 karimacatheri q2: Absolutky, see social media as an center that oversees and collabrate
pm ne: w all departments/stakeholders #commschat
7:22 Jonk87: SM should be used and communicated in different disciplines. It is evolving
pm and the more than use it the quicker we will learn. #commschat
7:22 amfunderburk @Setsights I agree, if to many people are handling the SM someone may
pm 1: misinterpret something. #commschat
7:22 danderricott: @EmilyCagle - Agreed. Somebody needs to coordinate #commschat
pm
7:23 steveqshanno Q2 Contrite today? Bold and cunning yesterday? #CommsChat
pm n:
7:23 karimacatheri Q2: Social media should be expertise and enabler center like Pmo
pm ne: #commschat
7:23 NehalKazim: First time seeing #commschat in action. @EmilyCagle and
pm @AdamVincenzini are doing a great job!
7:23 amfunderburk Q2- Make a plan of what to do with your SM accounts, don't just have them
pm 1: to have them. #commschat
7:23 Jonk87: @steveqganoon - must make new strategies to adapt to a new
pm technological landscape - web 2.0 changed everything #commschat
7:24 CommsChat: Q3: When a crisis arises either within or from social media activity, do
pm ?structures? go out the window and default to PR? #CommsChat
7:24 8pr: @CommsChat Q2 Social Media is here to stay so I think we better get our
pm heads together and come up with better ways to evaluate #CommsChat
7:24 CubanaLAF: @amfunderburk1 @setsights Your strategy table is different than who
pm executes. Have to differentiate. #commschat
7:24 EmilyCagle: RT @dirktherabbit: [...] coordination and collaboration have to go together.
pm Someone needs to have ownership #commschat
7:24 paulardoin: @steveqshannon Maybe more circle the wagons from Toyota now, but
pm "Swagger Wagon" vid is SM, still bold and cunning #commschat
7:25 Setsights: @CubanaLAF @amfunderburk1 Lost me on that... Sometimes 140
pm characters aren't enough... explain plz? #CommsChat
7:25 sandrulee: everyone have a nice #commschat and rest of the night! i can't handle it
pm anymore... too busy for me today :) #commschat
7:25 AdamVincenz RT Q3: When a crisis arises either within or from social media activity, do
pm ini: ?structures? go out the window and default to PR? #CommsChat
7:25 ruthseeley: Q2 With all due respect though - marketers don't have training in issues
pm management or crisis comms. Neither do HR folks. #CommsChat
7:25 Dan_Martin: Q2 People keep talking about ?clients? but social media needs to be
pm embraced and understood by people INSIDE the company #CommsChat
7:25 CubanaLAF: Q3: Not if you have a crisis communications plan. A spokesperson isn't
pm always PR. C-Suite is in on that action. #commschat
7:25 steveqshanno Q2 LinkedIn = corp speak or business talk. Twitter = setting a tone. FB=
pm n: Breezy & personalized.. #CommsChat
7:25 amfunderburk Agreed! RT @CubanaLAF: @amfunderburk1 @setsights Your strategy
pm 1: table is different than who executes. Have to differentiate. #commschat
7:25 princess_misi agreed RT @dirktherabbit: [...] coordination and collaboration have to go
pm a: together. Someone needs to have ownership #commschat #CommsChat
7:25 paulardoin: @amfunderburk1 Re: SM plan -- absolutely, couldn't agree more
pm #commschat
7:25 salleeann: Q2. Totally practical! But working for a company where teams are
pm encoraged to work together/overlap is essential! #commschat
7:25 ruthseeley: Ah, I see I was anticipating Q3 there. #CommsChat
pm
7:25 ruthseeley: RT @CommsChat: Q3: When a crisis arises either within or from social
pm media activity, do ?structures? go out the window and default to PR?
#CommsChat
7:26 NehalKazim: Q3 structures are in place to combat and prepare for those situations
pm #commschat
7:26 CommsChat: Q3 Part Two: Is this part of the reason PR people seem so intent on being
pm the gatekeepers? #CommsChat
7:26 EmilyCagle: RT @Dan_Martin: Q2 People keep talking about ?clients? but SM needs to
pm be embraced and understood by people INSIDE the company
#CommsChat
7:26 theprview: Q3 I would hope any organisation using social media would class it as a
pm potential issue and have plans to deal with any crisis #CommsChat
7:26 Setsights: Q3 wouldn't that be avoided if PR owned SM in the first place?
pm #CommsChat
7:26 dirktherabbit: @EmilyCagle @princess_misia check out @jobsatrbsgroup and
pm @rbsgroup - 1st a solo effort by HR as main ID remains unclaimed ?
#commschat
7:26 CubanaLAF: Q3b. Yes. They finally have a chance to get public recognition for being
pm awesome. #commschat
7:26 ARWalsh4: Q3 I thought thats why a 'crisis' plan should be in place? #CommsChat
pm
7:27 AdamVincenz RT @CommsChat: Q3 Part Two: Is this part of the reason PR people seem
pm ini: so intent on being the gatekeepers? #CommsChat
7:27 jenyjose: RT @steveqshannon-Q2 LinkedIn = corp speak or business talk. Twitter =
pm setting a tone. FB= Breezy & personalized.. #CommsChat
7:27 princess_misi Q3 from my experience, it always does. marketing has no credibility when
pm a: it comes to crisis, for PR it's a daily piece of bread #CommsChat
7:27 CubanaLAF: @Dan_Martin I've worked on both corporate and agency side of social. It's
pm the same approach each time re: clients v. inside brand #commschat
7:27 Beth_Carroll: Q3 if everything is fully integrated, as it should be the mangement structure
pm will be in place #CommsChat
7:27 Jonk87: @setsights - PR can't own SM it isn't theirs - It is as much marketing as
pm ours - we didn't create it. #commschat
7:27 paulardoin: Q3: PR owning SM wouldn't have stopped the Domino's YouTube debacle
pm @setsights #commschat
7:27 amfunderburk @CubanaLAF Okay, I will when I'm leaving. This is the last question I have
pm 1: time for today. #commschat
7:27 ruthseeley: Q3 The reason most PR firms stay afloat is because most companies don't
pm actually *have* crisis comms plans. #CommsChat
7:27 amfunderburk @paulardoin I am in the process of writing one now, and it's more difficult
pm 1: than it seems! #commschat
7:27 ellefie: Oh, it's #CommsChat night! Doh! To
pm http://tweetchat.com/room/commschat! :)
7:28 ARWalsh4: Q3 I think social media control should be a responsibility w/in the PR dept
pm anyway, so if there is a prob = quick recovery #CommsChat
7:28 steveqshanno Q3 Having positive presence 24/7 that is 80% give and 20% take to gain K
pm n: L T...know, like & trust ensuring better crisis results? #CommsChat
7:28 Dan_Martin: Q3 One word - #Eurostar! #CommsChat
pm
7:28 SJOgborn: Q3 social media is in essence, a branch of PR. SM gives people the tools
pm to be co-creators of your brand. People will exercise #commschat
7:29 CubanaLAF: @ARWalsh4 Hence why I like the approach of a community/SM dept -
pm touch on all silos as needed in strategy table. #commschat
7:29 SJOgborn: Q3 their voice and a crisis amplifies that voice. Just make sure you're
pm around the computer :) #commschat
7:29 Jonk87: @ARWalsh4 sometimes it's hard to have a contingency plan for SM
pm because it can be uncontrollable in itself. #commschat
7:29 paulardoin: Any crisis should be dealt with with crisis plan; SM guidelines should be
pm given to all SMers at company during crisis #commschat
7:29 jayoconnor: Q3 1 / 2: A crisis is multi-dimensional, impacts all parts of organisation.
pm Coordination & integration vital for plan & response #CommsChat
7:29 CommsChat: If anyone has a question they'd like to put forward, feel free to send them to
pm @commschat, thx!! #CommsChat
7:29 amfunderburk Q3- With the use of SM now that should be incorporated into a company's
pm 1: crisis plan. News travels FAST, you have to be ready. #commschat
7:30 princess_misi @SJOgborn it is! plus PR is all about building relationship and so is SM.
pm a: It's in the PR DNA. #CommsChat
7:30 Beth_Carroll: Q3 P2 No, anyone who's going to manage a campaign should have issues
pm mangement structures in place #CommsChat
7:30 MissUndutch @ruthseeley: Iagree! And mostly they don't have issue plans either, which
pm able: makes it even worse #CommsChat
7:30 steveqshanno Q3 Papa John's & PH's response to Dominos this side of pond is all about
pm n: price. Is there any strategy there? #CommsChat
7:30 blogtillyoudro RT @paulardoin: Any crisis should be dealt with with crisis plan; SM
pm p: guidelines should be given to all SMers at company during crisis
#commschat
7:30 ARWalsh4: Q3 @CubanaLAF Agreed. That type of dept would be all encompassing!
pm #CommsChat
7:31 theprview: Q3 P2 SM creates a way to actually have a 'relationship' with the public
pm unlike other media. #commschat
7:31 CommsChat: Q4 coming up in a 3 minutes... #CommsChat
pm
7:31 Hannah_389: @CommsChat PR practitioners are trained in crisis management so they
pm are the default people to handle such scenarios #commschat
7:31 paulardoin: Domino's crisis mgmt used SM to address crisis caused by SM:
pm http://is.gd/cxfCM #commschat
7:31 Dan_Martin: @cubanalaf The voice needs to come from the company itself but I think
pm when an agency runs social media that often isn't the case #CommsChat
7:31 steveqshanno Q3 No longer can leave it to one dept. Leadership. Leadership.Leadership.
pm n: #CommsChat
7:31 CubanaLAF: @ARWalsh4 One thing many don't realize: SM touches on ad, customer
pm service, creative, PR, C-Suite. #commschat
7:32 CubanaLAF: @Dan_Martin Totally agree. It's up to the agency person to really delve
pm into and build a relationship so they are trusted. #commschat
7:32 ARWalsh4: Q3 @Jonk87 Agreed. SM can be unpredictable but a general plan is
pm needed. I think. #CommsChat
7:32 amfunderburk @paulardoin I thnk Dominos did a great job of responding via Youtube.
pm 1: #commschat
7:32 CubanaLAF: Q3: There is a difference in having a crisis comm plan and actually
pm executing. Straight adrenaline for hours. #commschat
7:32 kseniacoffma @CommsChat Checking the chat out, my first one - although I participate
pm n: in US-based ones :-) #commschat
7:32 Dan_Martin: @adeforsan Hello! I'm on a train and taking part in #CommsChat. Join in!
pm
7:32 ruthseeley: @MissUndutchable Such a huge gap between 'should' and 'do' though re
pm issues mgment & crisis comms plans. :) #CommsChat
7:33 steveqshanno Q3 Geico gekko still spokesperson in Geico mistakes or worse? Possible?
pm n: #CommsChat
7:33 danderricott: Q3: Integrate your marketing / comms and avoid such ownership issues?
pm #commschat
7:33 ARWalsh4: Q3 @CubanaLAF Good point about the crisis plan. I didn't consider that.
pm #CommsChat
7:33 CubanaLAF: @amfunderburk1 Here's an article ---> http://bit.ly/4vEKS3 #commschat
pm #crisiscomm
7:33 amfunderburk @Dan_Martin That's awesome that you are on a train! haha. #commschat
pm 1:
7:33 ruthseeley: The other thing, of course, is that PR is already doing comprehensive
pm brand monitoring, which marketing is not. #CommsChat
7:33 AdamVincenz #CommsChat Squad: Q4 is coming at you in a minute...
pm ini:
7:34 ruthseeley: Yes, and in my experience, the 1st thing corp comms folks (non agency)
pm do in a crisis is start to fight re messaging. #CommsChat
7:35 CommsChat: Q4 Some agencies argue that ownership / leadership should be carved up
pm by platform i.e. Facebook = Marketing. Thoughts? #CommsChat
7:35 paulardoin: And SM has reduced time to respond to crisis to 24 hrs, according to
pm Richard Levick. #commschat
7:35 danderricott: Q3: SM should be part of planning for a crisis, and that plan shouldn't just
pm be PR - so again PR to coordinate AND collaborate #commschat
7:35 steveqshanno Adams needs applause for pulsing this process through the roof.
pm n: #CommsChat
7:48 CommsChat: Ten minutes left...do we have a question from the 'audience'? If so, pls
pm send to @commschat Thx!! #CommsChat
7:49 elissapr: Elissa from Toronto, jumping in way late into #commschat (from
pm Vancouver, no less)
7:49 CubanaLAF: @Jonk87 Egos, Party of One. #commschat
pm
7:50 CommsChat: RT @elissapr: Elissa from Toronto, jumping in way late into #commschat
pm (from Vancouver, no less) // woo hoo!!
7:50 ARWalsh4: Lol. That's true. RT @CubanaLAF: @Jonk87 Egos, Party of One.
pm #CommsChat
7:50 theprview: @Jonk87 good point. why don't we just get on with making use of it, in the
pm way it can help us? and let others do the sam #commschat
7:50 Sheldrake: Q.5 When can #commschat get its own Wave server so we can get some
pm decent threading going, & >140 chars!
7:51 Dan_Martin: @paulardoin 24 hours? Needs to be quicker than that! #CommsChat
pm
7:51 stedavies: RT @Jonk87: I don't understand why we have to classify who SM belongs
pm to & who should have control over which SM channel #commschat ->
agree
7:51 salleeann: RT @ruthseeley: Surely that's the beauty of SM tho - employee
pm engagement is a huge bonus when members of different teams all
involved. #CommsChat
7:51 Beth_Carroll: @gypsynits Totally, as long as the strategy is well formed it shouldn't
pm matter who does it. #CommsChat
7:51 CommsChat: Final question on the way in a minute... #CommsChat
pm
7:51 EmilyCagle: @Beth_Carroll Yes, that's my thinking. #CommsChat
pm
7:51 Setsights: @paulardoin I agree with @Dan_Martin on the sub 24 hours #commschat
pm
7:52 kseniacoffma @Sheldrake Really? Just because some1 has a FB profile, dsn't mean
pm n: they should be co's SM voice, no? #commschat
7:52 Jonk87: @cubanaLAF if it works for your business what does it matter which
pm textbook it comes from? Focus on making it work first! #commschat
7:52 steveqshanno Question - Whom do you seek for outside SM help? Mari Smith? Alisha
pm n: Wright? #CommsChat
7:52 gypsynits: @Sheldrake totally agree! #commschat
pm
7:52 MissUndutch @Jonk87 @theprview I think you have to make decisions bc too many
pm able: cooks spoil the broth #commschat
7:52 Beth_Carroll: @cubanalaf That's not what I was trying to say. Strategy should be all
pm encompassing #CommsChat
7:52 CommsChat: @Jonk87 @stedavies - yep, that is the point of tonight's topic...hopefully it
pm starts to spread beyond these walls :) #CommsChat
7:52 CurlyLinz: Q4 joining late, but what to do if your PR/marketing 'dept' is one person?!
pm #commschat
7:52 salleeann: Argh battery running low - sorry guys! Great intro to #commschat. Will try
pm and be at my computer next time tho ;)
7:53 ruthseeley: @Sheldrake You know, that attitude is what makes org think they s/get
pm interns/summer students tweeting b/c young & SM 'hip.' #CommsChat
7:53 CubanaLAF: @Jonk87 Social Media isn't a band-aid approach. Strategy is unique and
pm specialized to certain brand. People are inherently lazy. #commschat
7:53 Sheldrake: @gypsynits what a most outstanding Twitter ID. #unfail #commschat
pm
7:53 CubanaLAF: @Beth_Carroll Gotcha. Makes sense. It's why some brands excel - they
pm actually get strategy, tactic and objectives. #commschat
7:54 Setsights: @ruthseeley I don't think it's because they think it's hip. It's because half of
pm them have no idea how to use Twitter et al. !! #CommsChat
7:54 gypsynits: @CurlyLinz i guess then you are the king/queen of the world. seriously
pm legal and compliance get involved and HR always has a say! #commschat
7:54 CommsChat: Q6: With each discipline / department bleeding into one another, will the
pm customer be the biggest beneficiary? #CommsChat
7:54 Sheldrake: @KseniaCoffman No, but just because someone is in PR doesn't mean
pm they're good to go with SM either. Genetically combine them! #commschat
7:54 elissapr: @ruthseeley Agreed - but that is the band-aid and cheaper approach - plus
pm students/interns offer no continuity to ur SM strategy. #commschat
7:54 ARWalsh4: @ruthseeley Just being young doesn't make you knowledgeable about the
pm effects of your words on SM platforms. #CommsChat
7:54 AdamVincenz RT @CommsChat: Q6: With each discipline / department bleeding into one
pm ini: another, will the customer be the biggest beneficiary? #CommsChat
7:54 NehalKazim: RT @CommsChat: Q6: With each discipline / department bleeding into one
pm another, will the customer be the biggest beneficiary? #commschat
7:55 gypsynits: @Sheldrake lol thank you! what is unfail? #commschat
pm
7:55 elissapr: RT @CommsChat: Q6: With each discipline / department bleeding into one
pm another, will the customer be the biggest beneficiary? #CommsChat
7:55 ruthseeley: @Setsights I tell clients they have to do SM themselves. I will train, I will
pm assist, I will counsel. I won't do it for them tho. #CommsChat
7:55 CommsChat: Q6 just posted, about five minutes left to say your piece... #CommsChat
pm
7:55 CubanaLAF: Q6: Customers dictate your social brand. You can't control the
pm conversation, but the effect of it. #commschat
7:56 danderricott: RT @CommsChat: Q6: With each discipline / department bleeding into one
pm another, will the customer be the biggest beneficiary? #commschat
7:56 EmilyCagle: RT @CommsChat: Q6: With each discipline / department bleeding into one
pm another, will the customer be the biggest beneficiary? #CommsChat
7:56 NehalKazim: @CommsChat on paper, yes. But in reality, value to the customer may be
pm overlooked and focus on the bottom line can distract. #commschat
7:56 elissapr: So true! @ARWalsh4 @ruthseeley Just being young doesn't make you
pm knowledgeable about the effects of your words on SM platforms.
#CommsChat
7:56 Jonk87: Q6 - yes because each discipline will learn from one another and further its
pm own knowledge helping it to better its service. #commschat
7:56 kseniacoffma Q6 Customers definitely benefit from getting their voice heard, but may be
pm n: challenging for companies #CommsChat
7:56 MissUndutch @commschat Q6 yes SM can then still benefit, but only if the strategy is
pm able: integrating all different departments as well #commschat
7:56 Sheldrake: @gypsynits Dunno. Just thought it sounded like the opposite of the seminal
pm "#fail" #commschat
7:57 Ziggurat_Bra Q6: Difficult to say, so long as they are well managed and objectives and
pm nds: results orientated, not integrated for the sake of it #CommsChat
7:57 CubanaLAF: I'm out. Great chat, @adamvincenzini and @emilycagle. #commschat
pm
7:57 Setsights: @ruthseeley Twitter has a reputation for being the prerogative of #genY
pm since #GenX started to use #facebook #commschat
7:57 CommsChat: RT @Jonk87: Q6 - yes b/c each discipline will learn from one another and
pm further its own knowledge helping it to better service. #CommsChat
7:57 SJOgborn: @CommsChat Q6 Have a good product. This lays the foundation for a
pm customer's voice. #commschat
7:57 Dan_Martin: RT @CubanaLAF: Q6: Customers dictate your social brand. You can't
pm control the conversation, but the effect of it. #commschat
7:57 steveqshanno Great visit. Thank you for allowing me to take part. #CommsChat
pm n:
7:57 CommsChat: @CubanaLAF thanks for taking part!! #CommsChat
pm
7:57 dirktherabbit: @commschat, but that means brands benefit too - from being able to head
pm off situations quick to taking temperature in real time #commschat
7:57 gypsynits: Q6:it becomes a rat race if different depts r involved, all they want is
pm ensure visibility. the customer is shown the back seat!#commschat
7:58 ARWalsh4: Q6 Thats the beauty of the 2-way street that SM provides. It gives the
pm customer direct access to the brand and ppl to listen. #CommsChat
7:59 ARWalsh4: RT @SJOgborn: @CommsChat Q6 Have a good product. This lays the
pm foundation for a customers voice. #CommsChat
7:59 CommsChat: Time's almost up guys, any last viewpoints? #commschat
pm
7:59 elissapr: @KseniaCoffman Q6 And companies must be open to what customers are
pm saying - and not afraid to take criticism! #Commschat
7:59 jayoconnor: @dirktherabbit Exactly.. an opportunity to listen, take the temperature,
pm respond, engage... #CommsChat
7:59 theprview: Great chat tonight #commschat peeps. See you next week
pm
7:59 kseniacoffma Q6 Challenge: How to "separate grain from chaff" - i.e. customers w/ valid
pm n: concerns vs ppl w/ loud opinions? #commschat
7:59 CommsChat: RT @jayoconnor: @dirktherabbit Exactly.. an opportunity to listen, take the
pm temperature, respond, engage... #CommsChat
8:00 CommsChat: @theprview thanks buddy!! #CommsChat
pm
8:00 Dan_Martin: Q6 Yes but only if all departments know they can respond and understand
pm how to respond #CommsChat
8:00 princess_misi Q6 SM in general benefits consumers because it gives them voice...but of
pm a: course only if the company/brand is listening. #CommsChat
8:00 Ziggurat_Bra Which department is prime to take the lead in the integrated approach
pm nds: though - "everyone" isn't the answer... #CommsChat
8:00 gypsynits: thanks everyone! awesome chat #commschat
pm
8:01 steveqshanno Q6 - Build tribes with your partisans and see your champions grow.
pm n: #CommsChat
8:01 Sheldrake: #commschat I said I find Twitter frustrating for this sort of thing. And I have!
pm Now the plug: http://bit/ly/ciprsm c u Thursday? #ciprsm
8:01 elissapr: @CommsChat @KseniaCoffman you can usually tell a 'ranter' vs someone
pm w/ concern cuz the former isn't interested in your POV #Commschat
8:01 ruthseeley: Amazingly lively chat. Thanks to all who engaged & organized.
pm #CommsChat
8:01 princess_misi Great chatting with you all! See you next time! :-) #CommsChat
pm a:
8:01 CurlyLinz: Interesting reading, will join earlier nxt time, thanx @sheldrake for bringing
pm to my attention #commschat
8:01 CommsChat: The full transcript will be posted on commschat.posterous.com shortly -
pm we'll send a note around when it is live #CommsChat
8:01 danderricott: great first #commschat guys! I'll be back for more, and posing the Q's to
pm my course :)
8:01 Sheldrake: Damn... meant http://bit.ly/ciprsm #commschat #ciprsm
pm
8:02 jayoconnor: @CommsChat Thanks! #CommsChat
pm
8:02 Jonk87: Tnx for hosting @commschat Enjoyed it & made a few connections. I
pm recommend J. L'Etang - PR Concepts, Practice, Critique to all!
#commschat
8:02 AdamVincenz Guys, thanks so much for taking part in #CommsChat - I hope you got
pm ini: something useful from it, see you next week, A
8:02 steveqshanno @sheldrake You have it together. Well said. Well done. #CommsChat
pm n:
8:02 MissUndutch @CommsChat Thanks for another great chat (and participants)!
pm able: #commschat
8:02 Sheldrake: Thanks @commschat #commschat. TTFN.
pm
8:02 CommsChat: @Jonk87 great to hear, thanks for your contribution :) #CommsChat
pm
8:03 Setsights: Enjoyed it, thank you @commschat - both of you! #CommsChat
pm
8:03 Sheldrake: Thanks v much :-) RT @steveqshannon: @sheldrake You have it together.
pm Well said. Well done. #CommsChat
8:03 dirktherabbit: @CommsChat @adamvincenzini @emilycagle, #commschat was really
pm interesting thank you for bringing everyone together! See you next week
8:03 ARWalsh4: Thanks to @EmilyCagle and @AdamVincenzini ! Great #commschat
pm tonight everyone..I learned a lot!
8:04 Dan_Martin: Enjoyable #CommsChat even though I had to be silent for 20 minutes due
pm to loss of reception somewhere between Chippenham and Bath!
8:04 Setsights: Oh are we allowed to plug now? Anyone want to give a corporate comms
pm career changer a job in PR? #shamelessplug #CommsChat
8:04 Jonk87: @ARWalsh4 nice to speak to you again, see you next week #commschat
pm
8:04 CommsChat: Nice work everyone - if there are any issues you think need further
pm exploration, feel free to blog about them this week ;) #CommsChat
8:05 danderricott: Does anybody fancy mentoring? #shamelessplug #commschat
pm
8:06 jayoconnor: Interesting #commschat this evening. Insight into current thinking.....
pm #ciprsm
8:06 elissapr: #CommsChat is on its way to becoming the Euro #journchat methinks!
pm Kudos to @AdamVincenzini and @EmilyCagle
8:07 Setsights: @danderricott hashtag stealer :p #CommsChat
pm
8:08 CommsChat: @elissapr thanks! It is the community that makes it work :) #CommsChat
pm
8:10 Dan_Martin: @Hannah_389 That may be the case when it comes to colleges and
pm universities but many pro PRs struggle when a real crisis occurs
#CommsChat
8:10 ARWalsh4: @Jonk87 You too :) Until next week! #commschat
pm
8:14 NehalKazim: .@CommsChat tried to listen in on the chat. Props to @AdamVincenzini
pm and @EmilyCagle #commschat
8:15 CommsChat: Thanks again everyone - transcript up shortly and details surrounding next
pm week's chat will be revealed in a few days ^AV #CommsChat
8:18 kseniacoffma List of 31-May #Commschat participants/referrers http://bit.ly/9msMB3;
pm n: @commschat - thnx for hosting!