A vitally important law for business communications

I neglected to write about my fellow speakers at the ALPSP event, mainly because I was enjoying a bit of time off for the last week.

There were great presentations from Ros Lawler of Random House, Phil Archer from the W3C Mobile Web Initiative, Steve Paxhia of Beacon Hill Strategic Solutions (With whom I got absolute soaked in the storms that hit en route to the station), and Gail Robinson from TSL Education Ltd.

But the one presentation that really kept me thinking was by Alex Evans from MediaMolecule (The developers of LittleBigPlanet for the PS3). It was interesting as a videogamer, someone interested in game theory, someone interested in encouraging user generated content, and someone interested in developing business and revenues in the changing economy.

But he also highlighted a very important law – one which was applied to programming, but in my mind applies equally to marketing, PR, and to almost every aspect of a business.

It is:

…organizations which design systems … are constrained to produce designs which are copies of the communication structures of these organizations

Conways Law was originally introduced in 1968, by Melvin Conway. And for me it encapsulates a lot of the challenges I’ve encountered, whether it’s been for a large company, a group of volunteers, or in my current role.

As much as a system designed may mirror communication structures – communications will mirror them just as much. That’s why things tended to be more rigid and evolve more slowly in a larger, more traditional company which was constructed around a defined hierachy.

It’s also why a flat structure of volunteers led to challenges that seem to have proved even more insurmoutable since I left – trying to encourage business attributes from non-businesslike creative people.

And it’s why I relish my new challenge – listening and engaging with a team packed full of ideas, and then herding those cats into the most effective order.

The top 10 UK PR blogs – TheWayoftheWeb #4

Apparently TheWayoftheWeb has been listed as one of Cision’s Top 10 UK PR blogs.

I picked up on the list from the #1 blog, the excellent NevilleHobson.com, and all ten blogs are definitely worth reading. It’s interesting to be included as the preface to the list reads:

‘Covering the latest developments in communications technology, the impact of the web on political dialogue and the convergence of PR with other communications activity, the blogs listed below represent the most visible, engaged and social of the UK PR blogosphere.’

It’s interesting because I’m a marketeer, journalist and blogger, but I’ve never officially been in PR – although obviously I’ve worked closely with a large number of PR agencies and people over the years.And I’ve helped out with writing the occasional press release.

But I am interested in where it’s possible to distinguish between PR and Marketing, and the methods and effects of good and bad PR, as it’s a huge element of success in my marketing role. And I’m learning as much from the incredibly talented PR team at Absolute Radio as hopefully I’m able to share with them.

What’s interesting has been discussing how the methods they’ve used for great success with mainstream print and digitial media are pretty much identical to the methods I use for non-mainstream digital media (blogs, forums, social networks etc).

It’s also why I’ve thought for a while about the simplest way to describe what I do as a whole, including both my professional career, and my independant digital endeavours, and it basically comes down to specialising in ‘content creation and distribution’, which sounds far less sexy than PR, Marketing, or Social Media. But basically I enjoy coming up with ideas for content (text, audio, video), putting it together (writing, recording, editing, crowdsourcing, implementing ways for UGC to be encouraged), and then getting it to relevant people (digital publishing, SEO, blogger and forum relations, linking, seeding, etc).

It’s not the tightest definition, considering the amount of roles and workload that it covers, but it seems to be the one that works as I look at my skills and interests.

Soon everyone will have basic marketing and management skills

A bit of a half-formed thought I needed to share whilst spending some time removing a shockingly large amount of unused applications from my PC and trying to rationalise my ever-increasing collection of email addresses and online identities.

When it comes to introducing social media marketing and building content and community at Bauer Media, it isn’t a simple case of just deciding every brand should be on Facebook, for example, and it magically happening. A large part of the work is deciding and clarifying the objectives of using a new channel, and also looking at the benefits in terms of allocating resources, whether financial or human.

Hence why I spend a reasonable amount of time looking at work flows, and working out how we can most effectively work across various channels, and which elements of content work best when shared across various places.

In plain English, it means working out which content we should import into Facebook, or whether we should automate updates to Twitter for certain things, and which location makes most sense for teams to manually update etc.

The irony being that my own profiles and workflows for my two blogs, Twitter profile etc etc have been done on such an ad hoc basis, I really need to sit down and work out a workflow for my personal online world.

And I don’t think I’m the only one.

Which started me thinking about which specialist skills in content, marketing, strategy and management are going to increasingly become things that most people will be using:

  • For instance, when it comes to attention-grabbing headlines, how many people are learing how to craft effective content in their Facebook status or tweets on a daily basis, without even consciously thinking about it.
  • How many people are starting to think about which sites they want to use, and how to effectively update them efficiently?
  • How many people are starting to learn about sharing content and marketing it via social networks and social bookmarking sites simply because they want to be more popular, without ever realising they’re marketing themselves?
  • Are people doing their own personal PR, emailing and following people who might repeat their content?

I don’t mean this in terms of people using buzzwords like ‘personal brands‘ – that’s for marketing and aspiring marketing people to make it sound more glamourous and exciting.

I mean this in terms of someone who could come from any walk of life, using the internet, and almost subconsciously incorporating various skills because they want people to see their Youtube video, or to get more friends on Facebook or Myspace.

There’s an understandable backlash from experienced digital marketing people against the growing number of ‘social media experts’ who have a personal Twitter account but haven’t demonstrated their work for their own company or anyone elses. And I’m certainly not saying that this means anyone could run a marketing campaign without any experience or training.

But I just wonder, in addition to the rise of amateurs who are uploading great photography or editing videos etc, whether there is the same blurring of lines between professional management skillsets and what everyone is starting to do as a normal part of their internet life.

So help me out: What traditional management, marketing, publishing, strategy type skills do you see becoming used by everyone, even on a basic level – and what implications do you think it has for the future? Will everyone be more aware of what goes on within a company? And is that a good thing?

Is any publicity good publicity for Ryanair?

You may have already seen the blog outcry regarding comments made by a Ryanair employee after Jason Roe claimed to have found a bug in the Ryanair site.

The comments on his blog included the gem: “what self respecting developer uses a crappy CMS such as word press anyway” – which got picked up by a certain Matt Mullenweg, and a lot of other WordPress users (Guess which CMS I use and recommend!)

Then the official response from Ryanair poured petrol on the fire:

(From Travolution) Stephen McNamara from Ryanair said:

“Ryanair can confirm that a Ryanair staff member did engage in a blog discussion.

“It is Ryanair policy not to waste time and energy corresponding with idiot bloggers and Ryanair can confirm that it won’t be happening again.

“Lunatic bloggers can have the blog sphere all to themselves as our people are far too busy driving down the cost of air travel”

Now both Ryanair and boss Michael O’Leary are not afraid of controvery or picking a fight.

But…

Google blog search for Ryanair Feb 24, 2009

Google blog search for Ryanair Feb 24, 2009. Top blog is Matt Mullenwegs

Then comes….

Google News search for Ryanair Feb 24

Google News search for Ryanair Feb 24

Resulting in:

Normal Google Search: Feb 25 - Idiot Bloggers in at #4

Normal Google Search: Feb 25 - Idiot Bloggers in at #4

What is interesting is that Ryanair currently has a fairly strong position in terms of competitors (It’s them and Easyjet, really), and it’s unlikely to see any strong rivals enter the market in the current economic climate.

And certainly previous controversies, or plans just announced to increase charges for luggage etc, haven’t hurt them too much in the old media world.  They had cheap prices and some name awareness.

But there’s no guarantee someone couldn’t arrive with a difference approach if the market is viable – for instance Jetblue or Southwest?

And funniest of all:

Imagine any other company actively courting negative publicity and high ranking negative search returns on the same day as it’s revealed Ryanair plan to keep customer costs down by selling advertising on their booking website.

And Brand Republic also says: ‘Nearly all of Ryanair’s flights are booked online, which the airline plans to use to bring in advertising from non-travel and FMCG brands.’

In summary:

They’ve gone out of their way to guarantee prominent negative results on a major source of almost all of their revenue, on which they are building plans to advertise irrelevant companies which will surround a site on which people want to complete a purchase quickly and efficiently, and on which a confusing bug/anomaly has been discovered.

Bonus extras:

Compare that to Richard Branson phoning someone who complained about Virgin airline food.

Suddenly that cheap flight might not seem worth the saving, particularly when a sandwich, crisps and a drink can cost £10, a mobile phone call is £3 per minute, and it costs you £10 each way to check your luggage, which is likely to rise shortly.

Would anyone now believe;

““Overpriced retailers like Stansted have conspired with the airlines to get passengers to show up three hours early to spend money in their overpriced shops,” Mr O’Leary said. (The Times).

Or:

‘Ryanair critic called ‘idiot blogger’ by staff member. After flying with them last month, I feel like one too’ (The Telegraph)