How companies treat blogs ...
Tuesday, January 29, 2008
It's amazing to me that some companies still don't understand that blogs and social media are a force to be reckoned with ... that there's power in the collective opinion of the masses connected only by their web access and their common interests. Someone shared with me an article about Target's PR comments to a blogger complaining about an ad.
When a blogger calls you and asks you to address legitimate concerns about your very public ad campaign, you can't just tell them that they're not worthy of response because they're "non-traditional." Huh? Public Relations isn't about talking to the news media, it's about talking to your very important publics, including potential customers. In some cases, "non-traditional media" helps you better reach those VIPublics than "traditional" media. In fact, in recent years, Quixtar's small PR staff has had much more success sharing key messages with target audiences through non-traditional media than through traditional channels like TV, radio and print news media.
Speaking of advertising, recently we've received some emails about some of our ads too. For instance, the ad on the back of Achieve magazine featuring Gabrielle Reece clutching a volleyball across her chest didn't go over well with a couple IBOs who emailed us. They don't believe the image to be in keeping with this company's traditional values. One email received this week referred to her photo as "pornographic." While I don't think we will please all people with our advertising choices, I do not believe we betrayed our roots and values with Gabbie's photo. It is common for health brands to use athletes as endorsers, and Gabbie is an effective, knowledgable expert spokesperson who combines athletic accomplishment, experience as a busy mom, and effective multimedia communications. In her ad, Gabbie's wearing attire befitting her sport of beach volleyball, just as pole vaulter Jenn Stuczynski is wearing athletic attire appropriate for her sport on another page of the same issue of Achieve. Further, photos in the first issue of Krakoosh of Gabbie's husband, surfer Laird Hamilton, did not result in any negative comments even though he was bare chested.
The safest route might be to not use celebrity endorsements at all on behalf of Nutrilite supplements. At a time when we are trying to build public awareness for our brands so that IBOs can more effectively retail products, however, we are going to have to become a little less safe.
And if a blogger asks about the ads, I'll be sure to remember that answering "no comment" is itself a comment, and that telling a blogger they're not worthy of response is only going to result in an even stronger negative blog post.
UPDATE: New article in PR Week about Target's about-face in media response policy. I understand resource limitations, and I'm sure Target gets a lot more media inquiries than we do!