Analyzing This...

Our Phones Catch on Fire? Shh… don’t tell anyone

In General Analysis on October 21, 2016 at 8:18 am

This post was written and posted as part of my new role with PRgloo. I’m posting here for anyone who may not be familiar with PRgloo and is missing out on the easiest public relations software out there today.


galaxynote7cnnSuccessful communicators know having a Crisis Communication plan is essential. Their plan is reviewed regularly; talking points/lines to take are vetted and approved for different scenarios.

The team, even if you are a team of one, all know their role and the process that has been defined.

A prepared team collaborate, and are able to manage their communications in real-time.

My Phone is On Fire!

Samsung’s Galaxy Note 7 started to catch fire and explode early in September 2016 just two weeks after being rolled out on August 19th. (Not to be confused with the Galaxy S7 which is not catching on fire.)

The cause was thought to be a faulty battery. A recall was issued for 2.5M devices (updated recall notice and sales were halted.

The hazard the product presented to consumers initially was handled with what seemed to be a structured response. The public was informed and a clear call to action was issued.

A Sterling Brand Reputation

The standard bearer for crisis Communication and response in product recall is Johnson & Johnson and how the Tylenol tampering issue was addressed. Johnson & Johnson had a sterling reputation before the crisis hit.

Even as a child I understood that the brand was in danger. My biggest worry was that my mom would not buy BAND-AID® bandages any longer. (Oh the worries of a child)

However, the brand survived and came out stronger for several reasons:

1.  A clear recall plan with a level of transparency that had not been seen before.

2.  Investment by the brand to fully understand the issue before putting a remediation plan together

3.  A comprehensive plan to address the issue in the short and long term

4. A marketing strategy to rebuild brand trust and loyalty

Johnson & Johnson set a standard for crisis communication that will continue to be referenced, but they did something else as well. Their response also created a new standard for product safety measures.

This was all happening before the advent of social media where rumors and news are near real-time. Johnson & Johnson demonstrated crisis does not need to equate to ruin for a brand. Tylenol is the third most popular over-the-counter pain reliever with over $203M in annual sales.

What happened to Samsung?

After the new phones were issued to customers exchanging their ‘old’ phone new reports of the same issue were reported.

Here is where a swift initial response did not benefit Samsung. Engineers did not fully vet and test the new product to ensure safety. It seemed the goal was to get the product back on the market as quickly as possible.

What really hit Samsung in the gut though was not communicating that the new phones are having an issue immediately.

There is no room for procrastination in crisis communication in the always on world we now live.

Here is where the swift response has left Samsung

  •  Last week Samsung announced it will discontinue the Galaxy Note 7.
  •  Last week Samsung’s stock has taken a hit and dropped nearly 8%.
  •  Last week Samsung has provided competitors with the opportunity to snap up 2.5 million customers.
  •  Last week Samsung said it expects to remove $5B off of its operating profit through March 2017.
  •  Last week the execution of a crisis communication plan appears to not to have been employed.
  • This week airlines in Australia, Europe and Asia have banned the device due to the fire risk it presents to the safety of the plane.

Don’t let ego and the bottom line dictate a protectionist attitude.

Own the problem. Take the time to find the root cause. Offer a solution. Test, test and test again.

Be transparent and communicate with your customers

DataScouting Interviews the Industry

In General Analysis on May 23, 2016 at 9:56 am

For the last few months DataScouting has been running a series of posts under their Media Intelligence header which feature various players in the space. I was delighted when  Sophia Karakeva asked that I participate as well.  Sophia has been raising DataScouting’s profile with consistently good marketing and networking so it was an honor to be asked.

The interview touches on  mergers and acquisitions, business intelligence and media intelligence – you can read the entire interview here.

Thank you to Sophia and DataScouting for the platform to discuss these important topics and the opportunity to hear from others in the industry.

Who is DataScouting?

In their own words according to the DataScouting LinkedIn page:

DataScouting is a Greece based service provider and software developer for Information and Communications Technologies (ICT) specializing in developing innovative and best price solutions for:

  • Media Monitoring Software
  • Library Information Systems
  • Digital Convergence Services
  • Software & Hardware Solutions

We are a TUV Rheinland ISO 9001:2008 certified company and Associate Technical Member of FIBEP, the world’s largest association for media intelligence and communications insight and a Member of SEVPE, the Association of Information Technology Companies of Northern Greece. Using technologies such as OCR, NLP, Automatic Speech Recognition, Data Mining, Information Retrieval and Knowledge Discovery, DataScouting provides intelligent media solutions for managing the workflow of print, broadcast and information management. We focus on finding ways to extract usable intelligence from very large data sets and provide innovative and profitable solutions. With proven expertise and state-of-the-art technologies, we deliver Software as a Service (SaaS) and standalone services and products that clients and partners need to achieve strategic goals and gain a competitive advantage. Specialized in digital library and archive we transform content for digital business by implementing the entire digitization process. No matter how ambitious your project might sound in terms of logistics, we take the challenge and face it with end-to-end digital solutions and services. Last but not least, having the right team we build custom software and offer services helping you shuffle massive amounts of data.

Below is are links to all the completed interviews:

“Customers had been asking for a one-stop-shop but there is no perfect solution out there” Roxane Papagiannopoulos is President at RMP Media Analysis


Public Relations Industry Analysis – Q2 & Q3 2015

In General Analysis on September 24, 2015 at 6:00 am

In the analysis of the first quarter of 2015 of the Public Relations Industry we saw:

  • Cision acquiring Viral Heat
  • Twitter and IBM announcing cloud data services surfacing Twitter insights
  • New vendors entering the US Market – Talkwalker and MediaMiser
  • A hot new vendor in the UK – PRgloo


What’s News in Q2 & Q3?

The landscape has changed with major consolidation and is going to continue to change. There is an expectation now that the PR & Marketing disciplines will continue to merge and morph on the software side as companies seek market share and differentiation.

ChurnZero – You Mon and Mark Heys both former Vocus and subsequently OutMarket veterans started ChurnZero. According to You Mon “…tools to help understand customers and their usage of our product were few and immature. So, with brute force, we pooled data and a few projects together to attack customer success.” ChurnZero is not specifically a PR tool, but these guys are focused on the health of the customer – happy customer = less PR/Marketing work to maintain brand health.

iContact PRO Select – It is a mouthful but branding is everything. Cision has chosen to strengthen the iConact brand and not back the short-lived OutMarket. Back in September 2014 GTCR had Vocus, Cision and a brand identity problem to address. Ultimately Cision won the branding and Vocus won the technology. Vocus’ Marketing Suite was re-branded to OutMarket. Now OutMarket has been folded into iContact (part of Cision through the Vocus acquisition) and re-launched in April 2015 as iContact PRO Select.

On the Move

Pearson Plc sold one of Britain’s most respected institutions, the Financial Times, after nearly six decades to Nikkei Inc. for $1.3B. Announced in July, Pearson is looking to focus on its education unit. The purchase allows Nikkei Inc. to capture market share (and revenue) outside of Japan. As a daily reader and happy subscriber I haven’t seen any difference in the high quality I have come to expect. Congrats to Nikkei Inc.

Preferential Treatment

CrimsonHexagon has joined Adobe Social, Curalate, Spredfast Intelligence and Union Metrics as a preferred data partner with Tumblr. The industry advantage of this preferential partnership is real-time access to Tumblr’s data stream.

Going, going, gone

NASDAQ is slowly shuttering mymediainfo, the PR tool purchased from Thomson Reuters as part of a larger acquisition, ever so quietly. MyMediaInfo was started by RedEgg and positioned as an integrated Web-based PR solution designed to help PR professional efficiently identify, reach and engage traditional and social media contacts, and monitor coverage across all outlets. While inexpensive the product was not able to maintain a satisfactory renewal conversion rate.

Improving Fortunes

Only days ago (September 21st) iQ media secured $9M in Series B funding. Additionally the iQ media board has been beefed up to drive revenue growth and explore new markets – the board now includes Sandeep Swadia, COO, Magnetic; Rick Rudman, CEO of Tracx and former President & CEO of Vocus; Michael Holloway, President at GMH Ventures, iQ media investor since 2011; and, Michael Kopelman, General Partner at Edison Partners.

Who’s Shopping?

Reuters UK reports Cision is shopping for press release market share. UBM which owns PR Newswire has started the process for selling this high achieving business unit. Why? Because UBM wants to focus on the more lucrative and growing trade show business, which is has continued to invest in with the purchase last year of Advanstar Communication Inc., and PR Newswire doesn’t get the attention is needs in that ecosystem to grow and contribute to the bottom line.

Whoever picks up PR Newswire will instantly rocket to the top of press release market share –but for how long? Press releases are valuable in imparting information but they no longer hold the position of power and exclusivity they once had given the speed and accessibility of information in a digital media world.

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