John Jaeckel

Author Archive for John Jaeckel

jjaeckel

Is Nothing Sacred?

Congressman Anthony Weiner’s well-documented recent scandal provides ample proof of the potential lack of privacy in social media (especially when mixed with unhealthy doses of impropriety and narcissism)

That unfortunate episode aside, one need look no further than Facebook to see how quickly and easily an innocent status update can morph into a breach of privacy of some sort.

Then, consider the implications for those in the highly regulated medical and pharma industries— and the potential costs and calamities are multiplied exponentially.

As one accumulates more and more friends and followers— sometimes on the basis of knowing someone by their first name from work or a social organization— a tagged photo containing any number of people or situations is presented to, let’s face it, hundreds of casual friends, coworkers, clients or near strangers.

And there’s the rub. Social media are a great way of expanding networks of friends and contacts quickly. Yet with that expansion comes increasing complexity and responsibility.

What percentage of Facebook and Twitter users co-mingle work and personal contacts, not to mention work and personal information? My guess is, it’s very high.

Let’s say you’re working on a new drug launch and grouse on your Facebook page about your hours or something someone said at work, revealing something proprietary—or you’re chatting with a friend or coworker and somehow, even accidentally, the text of said chat gets forwarded to one of their friends or contacts.

However slight, the potential for far-reaching disaster lurks.

Social media companies can safeguard passwords. But the services themselves, by their very nature, can be a minefield in terms of protecting a measure of privacy.

Social media encourage us to share, and as the media themselves expand the ways in which they can be used, we are presented with more ways to share (some we often use unwittingly):  status updates, likes, dislikes, fan pages, politics and religion, tagged photos, tweets. Re-tweets. Direct messages. Chats. Link/friend/follow requests. Introductions.

But where and how do we draw the line? Here are a few suggestions to consider for protecting privacy.

Don’t Forget Your Privacy Settings

Facebook and MySpace, for example, provide safeguards and limits that allow users to restrict access to some or all of their information, from some or all viewers. These are worth investigating and using.

Consider Separate Accounts

Another option is to create separate work and personal accounts. Sometimes work and personal don’t always mix.

In an insightful piece written recently for the Huffington Post, actor Alec Baldwin comments on how social media often allows people to develop and carry on relationships that a decade or more ago always took place in person. Social media have somewhat stripped away the obvious filter of:  that’s not something I should do or say in this situation or in mixed company.”

There don’t seem to be as many or as immediate consequences when something is done or said online. But as Weiner’s and so many other cases (most less sordid and less publicized) recently prove, there are consequences nonetheless.

Ask an Important Question

Another good rule for sharing information on social networks is: “would I share this openly— in person— among a group of friends or co-workers?”

“Would I want them sharing it, in turn, with my employer, my spouse (or my ex), or strangers—like someone who works at the FDA— or my competitors?”

Companies can create social media guidelines for their employees. Employees, for their part, should abide by these— as they should provide a measure of boundary and protection for their personal information as well.

But as with anything, enjoy, but tread softly and carefully.

jjaeckel

Say a lot about your brand without saying anything about your brand

Historically, the most successful brands have always known that there’s a difference between sales and marketing.

Great marketing—brand-building— creates and maintains an avenue for sales.

Unfortunately, a lot of brands (or “would be” brands) put sales before marketing.

Feeling the pressure to meet sales targets and the quarterly expectations of financial analysts, etc., most brands ask for the consumer’s hand in marriage before the first date is over. Sometimes, they’ll get what they ask for. But it doesn’t always make for a successful long-term relationship.

With the rise of experiential branding, concurrent with increasing consumer resistance to bold-faced “selling” (it’s simple, really, as humans we become desensitized and just plain tired of being “sold” to), brands have had to work harder and smarter to engage and enlist consumers and ultimately sell their products and services.

Brands are now obligated to enrich the customer first—with experiences, information and delight— instead of the opposite.

And those experiences and transmissions of information, more and more, need to be about the customer and their life first, as opposed to being about the brand or its product. The brand may then be given credit by the consumer for having provided this; it will earn ‘goodwill points,’ and ultimately, given a competitive product and a positive buying experience, repeated sales.

The latest tool brands are employing in this area is brand journalism. No, it’s not PR (what appears to be journalism about a brand or its product or service). Rather it’s closer to true journalism— content generated in an unbiased, straightforward manner around some area of interest to the customer that is relevant to the brand in some way, and provided as a service by the brand.

Some advocates of brand journalism recommend hiring professional journalists for this work— not copywriters or PR experts (though there is no rule that a copywriter or PR person with a journalism background can’t generate brand journalism, provided they resist any temptation to directly evangelize for the brand within the content produced).

So there you have it. One more way to say a lot about your brand, while seeming to say nothing at all about it.

jjaeckel

This changes everything changes nothing.

Every so often, and more and more with each passing day, there is some innovation or revelation of a new channel or medium by which brands can engage customers.

Naturally, people in our business immediately consider the possibilities afforded by these new opportunities for expanding the reach of a brand.

Recently, one of our teams was discussing the use of QR tags and scanning software for a client trade show experience. QR Codes could be used to streamline and “modernize” the trade show experience for the client’s customers.

However, questions arose, like: “what’s the customer’s motivation for capturing that code and/or going to that web-site?”

And that’s really the age-old question, isn’t it? What’s in it for the customer?

Dating myself here, I go back to the mid-to-late 90’s (well, long before then actually) when every client and every agency echoed the same mantra: “we have to have a web-site.”

Which (sometimes, though not often enough) begged the question: “what kind of web-site?” To which, the answer was often: “I don’t know . . . a cool one!”

Today, we understand the difference between an e-commerce site or a branded web-community or myriad other kinds of web presences with myriad brand functions.

Which leads to the larger point: new channels, mediums, technologies, what have you—are all tools. A means to a hopefully better end for the brand.

Sometimes, in the mad rush to get hip to the latest innovation in channels and vehicles, we might lose sight of the challenge at hand—which might, or might not, require use of said channels. And, always, will require thinking around the broader context of the customer experience we’re trying to create.

New channels and vehicles can enhance the message. They can perhaps call for some subtle alteration of the message. But, in and of themselves, they’re not the message. And therefore not the sum total of the experience or anything close to it.

Much of the professional pharma advertising business has been built on and around the dynamics of the old school pharma rep sales call.

With the advent of the Tablet PC and iPads, PDAs and data that’s accessible online, that’s all changed.

Or has it?

Physicians still see much the same patients and deal with many of the same issues day after day.

The healthcare professional is still time-poor, skeptical and often unwilling to give the rep (or the company they represent) a “seat at the table” in terms of real clinical partnership.

What the customer wants and needs from a brand interaction—regardless of the channel—remains essentially the same: new information, surprise and delight, an “Aha!” Moment.

One of the beauties of new(er) technologies like digital sales assets is that their novelty—for a while at least—can be engaging in and of itself, and break the inertia of “been there, done that.”

And that’s good. Because in the highly-regulated, science-based world of pharma, new content is hard to come by.

A new medium can greatly enhance the message.

The key, then, to integrating new technologies, channels and vehicles is to never lose sight of the customer and what they want from brands—and choose the vehicle or channel, not because it’s new or old, but because it’s optimal for positively and memorably shaping that experience.

Time and technology march on. But customers still march to the beat of their own wants and needs.

And the brass ring is making all three seamlessly serve each other.