Public Relations Ramblings

It was a scant two weeks ago when Google launched Analytics, a service allowing web publishers to track their visitor traffic. Since then the service has received more critical coverage than just about any of Google’s free services (I’m purposely excluding Google Print since it’s not a service but an initiative). Bloggers like Shel Holtz and others took the service to task for slow performance and eventually you could no longer sign up for it. I was lucky enough to get in while it was running pretty well and sign up for my personal blog. For me the service has been alright – a little slow but it’s not my primary source of visitor information.

The reason I bring this up is that over the weekend I got an email from Google regarding Analytics. It basically explained that yes, they were aware of the service being slow and that the speed was caused by an unexpected and overwhelming response. They simply didn’t have the capacity to cover the demand. This is the first such email I’ve gotten from Google despite being a user of at least four of their online services (Gmail, Analytics, Talk and Reader).  As TypePad recently learned, the best public relations move is to be open and honest with users.  For a normally closed-mouth company like Google this had to be painful but it’s a great way to maintain loyal users by just sending a simple email with a heads-up message.  Good on them for biting the bullet and hitting “Send”.

I love so many things about this new PR list, moderated and organized by Constantin Basturea.  Not only does it allow me to point people to one place when they ask me “where do I find a list of good PR blogs” but there’s also an OPML file to download of the entire list.  Fantastic work.  If you want to read some background on this, Constantin wrote about it on his blog.

I’m a bit late in talking about this, but TypePad really has done a great job of confronting the recent illwill generated by constant outages and slowness.  As Katherine Stone of Decent Marketing notes, the blogging company contacted its users about free extension to their contract and let the user decide how much was appropriate.  “Do you feel you deserve 15, 30,45 or no free days of service” was the gist of the response.  They probably got off pretty ease since most people who aren’t power users weren’t that affected and so opted for a lower payback.  Even those that might have been inconvenienced probably felt bad picking a higher amount and so went with 15 or 30 days.  Most of all, it played into the whole idea of empowering the user base and not making them accept a dictate from on high.  Well done.

Over at AdJab I, thanks to a heads-up from Tom Biro, start exploring just what Google Publication Ads might be. The service, which has launched in beta (big whoop) marks Google’s official entry into the print-ad buying and reselling market. Stay tuned because we’ll definitely be following this.

For anyone who might be interested my review of Joseph Jaffe’s book “Life After the 30-Second Spot” is up at AdJab. It’s a must read if you’re in any segment of communications.

If any of you aren’t already reading the excellent Dilbert Blog by Dilbert creator Scott Adams you really need to start. Deserts aren’t as dry as Adams’ delivery. In a recent post he make the following statement following a mea culpa on how he deleted 500 comments awaiting moderation:

“At least you can take comfort in knowing that one person actually thought about your opinion before deleting it. And that’s probably better than you’ll do at work today.”

There’s a cautionary tale for any marketers considering “buzz” or “viral” tactics that are sneaky and covert that I posted on AdJab.  Check it out.

AdAge is running a poll asking if employers should allow their workers to read blogs at work.  As Joseph Jaffe rightly says, “I’m astounded by the nerve of MSM to even ask the question.”

Does AdAge – do employers for that matter – even realize how much of that reading is relevant to the industry they operate in?  If anything I would think that employers should encourage their employees to read blogs as a way to expand their knowledge and toolset.  Granted, there’s going to be some times that people will slip in a search for the teaser trailer to Superman Returns.  That’s not that much different than the time spent around the fabled watercooler in the grand old days, though.  Instead of attaching a stigma of doing something “wrong” to blog reading let’s educate both employees and customers on how they can use them as a knowledge base.

If you’re going to ban blogs than you need to make it a uniform policy for all media.  If you can’t read a blog than the company should also confiscate copies of US Weekly, Time Magazine and the newspaper at the door to make sure there is no outside media being consumed during the work day.  That includes copies of Advertising Age.  All knowledge must come from corporately approved sources.  When they’re willing to take that step then they discuss banning blogs.

Regarding press coverage of yesterday’s announcement by Microsoft of their Live online software portal, Michael Gartenberg at Jupiter Research has this to say:

Interesting anecdote, several vendors have told me recently that they’re not overly concerned with what Walt Mossberg says about them anymore. They’re concerned about what Peter Rojas is saying about them on Engadget and what he’s telling his audience both online and offline. (Link added by me.)

Couldn’t have put it better myself.  Despite what Forbes magazine writers might say the citizen media has taken off in a way that’s powerful and unique.  It’s the whole concept of Rojas and his kindred spirits not being higher beings that are secreted away with exclusive access to new toys and gadgets.  They are the people on the street who are going to be making the decision whether or not to pull out their wallet for a product and service. 

Influencing consumers is no longer about the word coming down from the mountaintop in stone tablets or, in this case, newsprint.  It’s about customers turning to someone whom they trust because they feel a connection to them based on knowing you’re all in the same situation. 

[Standard disclosure: I write for a number of blogs owned by Weblogs, Inc, which also owns Engadget.]

This time to Reno, NV to speak in front of the PRSA Sierra Nevada Chapter tomorrow.  I’m part of an all-day professional development conference.  I’m listed on the program as “How To Screw Up a Speaking Engagement” so I don’t know if I should be worried.  Anyway, more later as I fit it in.