social media – Page 2 – Massimo Bergamini

HIDING BEHIND AN AVATAR UNLIKELY TO BOOST YOUR BRAND

March 20, 2012 Massimo Bergamini

This 2012 article from my InterChange Public Affairs archives, relates to the robocall affair, one of the more bizarre chapters in Canadian political history and more specifically, the attempt by some of its protagonists to normalize the use of aliases and digital “personas” in their business dealings.

Call me old fashioned, but when I do business with someone, I like to know who they are. Online personas, avatars and other forms of identity cloaking are the stuff that online trolls and teenage bullies use, not professionals. It shouldn’t have to be said, but hiding behind an avatar isn’t likely to build confidence in your brand.

Yet, today, in another twist in the bizarre robocall saga, RackNine, the company that provided the automated calling service to the mysterious “Pierre Poutine” acknowledged that one of their employees uses an online pseudonym when dealing with clients.

The true identity of one Rick McKnight became an issue Monday when reporters, digging around the edges of the story, became intrigued by this person, who notwithstanding a massive online footprint, didn’t seem to cast a shadow.

RackNine decided to reveal the mystery man’s true identity and end media speculation. Rick McKnight–who has (had?) some 500 Facebook friends–is actually Rafael Martinez-Minuesa, a Spaniard who works in web design and marketing for the firm.

In a statement, Mr. Martinez-Minuesa said “Rick McKnight is a name I came up with to work with RackNine’s clients online and offline. I use this to discuss projects with clients, and online because it’s just convenient to have a persona for all the different social media sites.”

His boss, RackNine chief executive Matt Meier, says there’s nothing wrong with practice of using an alias when dealing with clients.

“We’re happy with people choosing whatever name they like. As a matter of fact, one of my tech support staff right now is named Timo.”

Now, my name, like Mr. Martinez-Minuesa’s, might not roll off the tongue as smoothly as say, Rick McKnight; and I may have to repeat and spell it from time to time, but it carries with it the baggage–bad and good–of five decades of personal and professional experiences and interactions. Professionally and socially, one’s name should be their bond.

Creating an online persona to compartmentalize and cloak personal and professional experiences and social interactions is not only bad online form, but a terrible business practice.

Call me old fashioned, but whether they’re dialling my number, reading my blog or checking out my LinkedIn account or our Facebook page I think my clients have a right to know that the ”persona” they’re dealing with is the real McCoy.

GOOD SOCIAL MEDIA POLICY REQUIRES PRINCIPLES TO INSPIRE, NOT RULES TO TRIP OVER

August 21, 2011 Massimo Bergamini

It is the nature of social media that content, good or bad, can be shared and viewed almost instantaneously. This is what makes it such a powerful communications and marketing tool. It is also what makes it potentially very damaging to reputations, brands and bottom lines.

The real time nature of digital communications makes responsive damage control very tricky. Just ask United Airlines who in 2009 got caught in the social media turbulence created by a disgruntled passenger, Canadian musician Dave Carroll and his now iconic video United Breaks Guitars, and was unable to respond effectively. The airline saw the value of its shares tumble by almost $ 200 million and its reputation take a hit it is only now recovering from.

But managing external hits to one’s online reputation will be the topic of a future blog, today I want to look at one way organizations can protect themselves from self-inflicted online damage: social media policies.

In theory, it’s simple; most organizations have policies governing just about every aspect of corporate and employee behaviour. From the size of their cubicle, to what they can wear at work, to the type of car they can rent on company business, policies spell out what employees can and cannot do. So, why not policies telling them what they can and cannot do on social media?

In fact, more and more organizations are adopting precisely those kinds of policies. The problem is that many of them miss the mark.

Effective social media policies should allow the emergence of brand ambassadors within an organization while setting boundaries that facilitate engagement by providing a knowledge safety net for staff and others.

The difficulty in implementing effective social media policies lies in the very essence of social interaction: spontaneity. Throw up a wall around what people can say or do online, and you limit spontaneity and genuine interaction.

This may not be a problem (and in fact may be seen as a good thing) for a company that sees social media as something that should be managed and controlled. But for organizations that recognize the potential of employee and associate online engagement, developing policies that do what they’re supposed to do is a priority.

A few months ago, while developing a social media policy for a client, I stumbled on a great–if somewhat dated–social media policy database that provides examples of the best and the worst policies around.

I found the best policies to be the ones that eschewed highly prescriptive language and focused on four things: trust, clear principles, common sense and simple rules.

Like most corporate policies, rules governing corporate social media use cannot cover every contingency or situation. The best policy is one that rests on clear principles that empower and guide the exercise of discretion by staff and others, while providing clear direction in critical areas.

Policies that are too stringent will only serve to discourage online interaction or render it stilted and lacking in spontaneity. At the end of the day, how can an organization expect its employees to become effective brand ambassadors if social media policy is so prescriptive they feel like they need to consult a lawyer before they tweet?