2010-02-25

Ethics in PR

Ethics has always been a tricky topic for PR practitioners; “spin doctors” tend to walk in the grey area, which sometimes get morally challenged. But is there a different standard for ethics in different aspects of PR practice?

I think for those who work in the areas and campaigns which are related to the welfare and benefits of the public, there should be less allowance for the “grey area”. No matter it is for political PR, consumer PR or public sector PR. Practitioners should make sure the PR activities would not be part of the “scheme” that could possibly harm the public.

However, for some other PR practice, it is purely personal choice to do the “spin”, such as Max Cliford, the man of celebrity PR. People have controversial opinions about him, as he’s always playing the trick to manipulate the media and create buzz-----but, for celebrities only. It’s different from starting a war, or running away from taking responsibility for product quality problems, or covering the truth that the public deserve to know. He is doing the publicity for the celebrities, and worst of the worst, the public got some annoying gossips and tacky headlines. All the manipulations and spinning is part of his work, no matter how others hate it, and how fluffy it makes our PR industry looks like, maybe Max Clliford hasn’t done the “right thing”, but he hasn’t caused any inconvenience to the “greater good” of the public, either.

Therefore, I do believe ethics in PR industry should be treated differently in terms of different practice. As long as it does not hurt the public interests, or most people’s welfare, it’s remained in the safe zone called “personal choice” and deserves less judgment.

2010-02-19

[PR & New Media] Webcast - What is Social Media


The webcast is made mostly of random pictures from web, thanks to Google Image.com.

I try to use as simple and direct expressions as I can to explain the definition of social media, to my (potential) clients who know nothing about it.

My idea about social media is a platform, where everybody can share everything with everyone else, with no restrictions such as time and space differences.

However, as it says in Virtual Revolution, the new technology is just a new way of reflections of human behaviours, and human nature is not going to change because of that.

As long as human exists, no matter it's social media or some other kind of new technology, good & evil exist.

2010-02-18

The Role Social Media Plays in Crisis Management

Social Media's booming is now recognized by almost everyone. A recent article about " Five Steps to Better Crisis Management in PR Week by Kate Magee has put using social media as the "biggest change for crisis management".

There are two major reasons for that: one. social media provides instant communication channel which makes bad news travel even faster and more difficult to control, so it can be the biggest threat in terms of crisis management. On the other hand, just because of its direct, instant and influential style, using in a proper way, social media can greatly help with the communication and the crisis management by clarifying misleading and exaggerate messages and sending out proper information in time.

"Eurostar's recent crisis, when snow-disrupted trains left passengers stranded during the week before Christmas, was a classic example of why having a grip on social media is crucial. Passengers were tweeting complaints and updates about the situation online. But Eurostar was hindered from the outset - it did not own its 'eurostar' or 'eurostar uk' name on Twitter."

'Digital has changed everything,' says Alex Woolfall, head of issues and crisis management, Bell Pottinger. 'Our starting point for clients is now finding out where an issue is going to break online.'

According to Martt Cartmell in PR week, "half of all agencies (51 per cent) had a client that had exp erienced a crisis management situation involving social media in the past 12 months. Some 61 per cent said the use of social media had exacerbated the story, while 45 per cent said it gave journalists easy access to disgruntled people. "

Therefore it is clear that social media is playing a more and more important role in crisis management as it's accelerating the news no matter in a good way or a bad way. To use it to help with the crisis, honesty should still be the priority in terms of PR strategy. With social media, people are having more close contact with each other, and any deliberate spin or made-up stories would be easily exposed, and influence other peers. For corporate, building up a personal, sincere and active social media image is one of the best ways to help with crisis management. And they are cheap.

One last thing is the proactive procedures. An active social media account is absolutely essential. Eurostar didnt have a twitter account, but the situation would be any better if it had a twitter account but hadn't logged in for ages. Audience needs to feel the genuineness to become interactive with the corporate on social media platforms during crisis management.

Therefore, use social media as the weapon in Crisis management, not just a new fancy toys just to show how “ techny savvy" the company is.


References:

http://www.prweek.com/uk/news/search/986223/Crisis-Communications-Five-steps-better-crisis-management

http://www.prweek.com/uk/news/search/990713/Corporates-increasingly-turn-social-media-mend-damaged-reputations/

Case Study of Google China--How lobbying affects Crisis Management

This case study is more focused on how lobbying affects crisis management in China.

Timeline
2010 Jan 12
th, Google declared on its official blog that it “should review the feasibility of our business operations in China. We have decided we are no longer willing to continue censoring our results on Google.cn, and so over the next few weeks we will be discussing with the Chinese government the basis on which we could operate an unfiltered search engine within the law, if at all. We recognize that this may well mean having to shut down Google.cn, and potentially our offices in China.”

2010 Jan 13th, Some young Internet users sent flowers to Google China office, as a gesture of mourning. Controversial comments appeared online,

2010 Jan 14th, the Spokesperson from Foreign Office expressed that the Chinese Internet is Open, and the government encourages the development of Internet, the Chinese Law prohibits all kinds of hack behavior and international internet enterprises are always welcomed developing legal business in China.

2010 Jan 15th US Congress expressed their concern regarding the issue, senator Hilary Clinton, asking for further explanations and Internet freedom from Chinese government.

Background
2009 Janaury - April. The Central Government carried out the regulation towards online pornography information/resources with seven different ministries(Central News Office, Ministry of Industry & Information, Ministry of Public Security, Ministry of Culture, Ministry of Business & Commerce, SARFT and the Head Publishing Association), with a lot of well-known websites on the list to be regulated. and Google was on the list twice.

2009 June 18th, without much improvement or response from Google,

-Afternoon, The Internet Information Supervising Center called a meeting with Google China, acclaimed it not being cooperative to relative laws and regulations and made strong criticism. An official from the center told the press that Google China would make an public apology later.

Around 6 o’clock, the PR representative of Google China, Ms Wang Jing Hong said nothing was clear at that moment and no comment on the situation whatsoever. Situation would be updated in about an hour. But no further response followed for the next hour.

-Evening Google was accused of providing pornographic information and links by the most influential News Program of the most influential Media platform, the News Broadcasting at 7 on CCTV. Then the official accusation was followed by more detailed reports by two other most influential talk show and news program;

-Midnight Google China made a statement on its corporate blog, declaring it would dedicate more efforts to filter the pulp and inappropriate information online, which was hardly recognized as an apology.

2009 June 24th-26th People.com.cn(the website of People’s Daily, the most official Newspaper in China, voice of the Central Government) posted criticizing articles about Google China everyday for three days, saying the public all welcomed this regulation towards Google and attention should be made in case Google China continue to mess around with everyone.

2009 Sep. 04 Kai-Fu Lee, former CEO of Google China, left the company. Kai –Fu Lee was once recognized as the one to lead localization of Google China, however, things didn’t work out quite as planned.

2009 Nov. 30, rumor on Twitter that Google China is about to shut down. But twitter was already blocked so the news didn’t go far enough to China.

According to Political Lobbying by Charles Miller, there are a few characteristics of how decisions are made in UK based political system.

Rarely single-facted

Shaped & taken by several people

Heavily influenced at a relatively low level

Evidence-driven

Negotiated

No universal template

Proactive: keep active and regular contact with the government, don’t wait till something happen. And if something does happen, give a quick and proper response.

Local: understand the message the government sent out. For Google, it’s not the pulp information that really matters; it’s the political sensitive information.

Low profile: Kai-fu Lee has always been a high profile person, lecturing around the country, on TV show and publishing books.

Talk to them first: media should always get the news one step later than the government

Talk to the right one: Besides the seven ministries, the one really matters in this issue is actually the Central Publicity Department

Talk to them in private: build relationship with them under the table

Don’t—
Make it political
Confront
Count on third party influence

What did Google do?
Didn’t respond much to Jan-Apr criticism.
Didn’t really apologize
And…release the news before negotiating with the government.

Is Google quitting?
Maybe. If they don care losing the market of 384 million people and annual revenue of 600 million dollars.

On 02nd Feb, 2010,no further announcement of whether to pull out from China, instead, Google China released new Gadget as “Google Map for Spring Festival Travel”, which includes the transport information from 31 major city train stations, ticket offices and 160 airports, aiming to provide more convenience to millions of people who are determined to travel back homel. Meanwhile, the Spokesperson of Google China continues to express “the Headquarter of Google China is under routine operation.”

Google needs to understand they’ve only got 2 options: keep censoring or giving up 600 million dollars.

2010-02-15

PR strategy for Microsoft's CSR in China---Using MSN


This is the latest newsletter I received from Microsoft China. In the picture it says:

"Our teacher said, books are the hope and the way to get us out of poverty. Without books, it will be the day without sunshine. I want to have books."

This is a new charity event called "Love 2010", initiated by Microsoft China and China Population Welfare Foundation, sponsored by other corporations including Gettyimages. The event ask people for donations to specifically buy books for children in underprivileged areas.

Microsoft has always enjoyed a relatively good reputation in China. In terms of consuming market, Microsoft still holds the first-choice place for most target audience, which could be greatly contributed to its success on CSR.

Over the years, Microsoft China's CSR strategy is clearly more focused on providing education facilities. According to Corpwatch.Org:

"Since 1999, Microsoft China has provided nearly 4.5 million yuan ( US$ 542,000) to support computer skills training projects for laid-off and migrant workers in Liaoning, Sichuan, Guangdong and Shanghai.

"Microsoft is committed to addressing the digital divide issue," said David Kay, deputy general manager of Microsoft China, "because we believe, as a technology company, our combined resources-including products, technologies, solutions and cash grants-can be most effectively utilized in tackling this issue."

In 2008, Microsoft says it will increase its investments in China next month by donating two fully equipped infowagons, open a Partners in Learning school, Launch a Family Education PC program for rural communities in Miyun county outside Beijing, and provide digital literacy content in libraries and iCafes across Xinjiang.

One of Microsoft's advantages in communication to Chinese audience is the popularity of MSN. Following local brand QQ, MSN is the second biggest online instant messenger tool。 Although the total number of MSN users is 30 million, about 1/3 of QQ, most of its users are office workers with higher education, which means Microsoft would have more effective influence channel to the "elite" part of the whole population through MSN. And that's what exactly Microsoft has done.

Through MSN, Microsoft has 30 million users to send update newsletters. Being a MSN user for more than 7 years, I have found out the newsletters are generally friendly and mild, not pushing and clearly noted "advertising" on the title, even most of the contents are not advertising, just software updates, charity , or some online events.

In 2008, after the Torch Rally incident in Europe and North America, MSN China invited users to use the little red heart sign in their signature to show patronism. It only took days to make almost everyone's MSN window looks like the following picture:

And most of the users kept their signature the same way throughout the year for the earthquake and the Olympics. It implies how powerful MSN can be in terms of communicating with audience in China. Later, inspired Microsoft started another event, asking users to put another specific sign in the signature, with the promise of same amount of donations to sick children coming from the corporation as the user numbers who followed the "signature action". And with no doubt, it was another success.

These events need small budget but created great influence. Microsoft always to put its position on the same side with Chinese users, patronism, and the support to the rural areas. It deliberately avoids the impression of " an American corporation" to build up the emotional connection with the users. And also because MSN users being the "elite group" of the whole population, they have better resources to respond and take an action towards the message, as well as influence the rest part of the population.

For the latest event, Microsoft still sends the message out through MSN newsletter, and then created a specific website for online donations, to show pictures of the books donated and villages and children benefited, to run donation lists to show the fairness and openness of the whole event. Whoever gives donation online also gets to choose what kind of "educational books" he/she wants to buy for the kids. This is perfect for those who sits in the office, has a loving heart but busy life, 8+ hours' work in front of a computer screen with MSN account signed in---- with a few clicks they can help out without leaving the desk to check all the details, and pass it on to their friends and colleagues and clients on MSN too.

As social media is still warming up in China, MSN remains one of the most powerful communication platforms. Making the best use of it helps Microsoft better develop its CSR strategy and increase its healthy and localized image for Chinese users.



Related links:
Love 2010 main site: http://love2010.msn.cn/
CANGO : www.cango.org
Corpwatch Org about Microsoft CSR in China: http://www.corpwatch.org/article.php?id=12317

2010-02-08

High Context Culture---We Might Not Say What We Mean

First, a few definitions of High-context culture online:
"A high-context culture is a culture in which the individual has internalized meaning and information, so that little is explicitly stated in written or spoken messages. In conversation, the listener knows what is meant; because the speaker and listener share the same knowledge and assumptions, the listener can piece together the speaker's meaning. China is a high-context culture."

"Chinese is a high-context language, which means that it is very different to English, Danish and the majority of other European languages. High-context means that to understand and be understood, you must have a keen understanding and sense of the social and situational aspects of your conversation. In short, Chinese has lots of unwritten rules, many more than in English, that are essential to create meaning. In high context languages, what is said, the meaning of the words, is only comprehensible in terms of many important social realities, most importantly, the relationship between the speaker and the listener."----Skip Bowman

From various identifications, I sum up two interpretations of Chinese being high context culture:
a). A lot of unwritten rules and meanings that are not said or verbally expressed during communication-----Chinese are silent and shy;
b). Conversations contain a lot of extra meanings----Chinese are noisy and pointless.

And they are both true. There are numerous examples to give from my past experience in agencies:
Ask a supplier if something can be provided in time, his answer would be"Yes, but I need more time/it takes extra hard-working/I need to double check with my colleague/The traffic is terrible these days". All these would mean he wanted to increase the price;

Pitch with a client, give him/her the creative idea. If the response was a short" That's good." + silence(not pause, the kind of silence in which the speaker doesn't even have the slightest intention to start the conversation again), it means" That's a crap idea and I dont want it.";

Dinner with someone from the government side(which is a crucial part to build up your "Guanxi" in business), if for the whole three hours you find yourself into conversations that's all about his/her family/children stuff, dont lose patience. You are actually getting closer to become his "insider" and not very far from nailing the deal. However, if the dinner was short and focused on the business side only, you might not get much chance on it.

According to Eaton Consulting Group, there are a few characteristic features in Chinese culture that are emphazied: a collective culture; Hierarchy; The Importance of Face; Guanxi; The influence of Confucianism and Taoism. I agree with most of the opinion but my perceptions are silently different with what's been said on their website. The following is based on my personal experience and understanding of our culture.

Collective Culture: True. Although it takes ages to walk out of our history, collectivism is having weaker and weaker influence on younger generations, and has caused some concerns regarding moral education for the future Chinese, as collectivism has always been morally admired while individualism tend to connect with rebellion.

The importance of Face: Face, sometimes matters more than life. In some situations, Face is interpreted by Chinese as dignity. You need to keep your face all the time, and dont do anything that would lose someone else's face. That belief can explain why Chinese people avoid direct answers all the time: we do not want to make you lose your face by saying "no", so we invented thousands of different ways to indicate the meaning of "no" which can also save face to both sides of the conversation.

Any kind of disputes, arguments or disagreements would be seen as potential causes leading to "lose face". Therefore Chinese people like to maintain the "harmony" even just on the surface. There's a phrase as "Speak in a gentle/nice way(有话好好说)", with the hidden meaning of "any problem can be solved if we speak in a rather indirect and kind and polite way."


A rather extreme example is the empress dowager Cixi, famous for leading Qing Dynasty into complete ruins over a hundred years ago. In 1894, the empress was about to have her 60th Birthday, despite desperately tight navy budget and the economic situation of the whole country, despite all the courtiers begging her in tears, CiXi was determined to throw out an extravagant celebration, including building the Summer Palace. Her reason was:" My 60th Birthday celebration is not for me, an old lady, it's for the country, to save the face of Qing Dynasty. It's to show to all other countries that our Kingdom is capable and strong, and economically thriving." And she gained some support from that reason.

Of course in the end, she lost the navy battle with Japanese, she also lost her kingdom. But just look how far Chinese would go for the purpose of "saving face".

Guanxi: Guanxi can be translated as relationship. But it's more than relationship with little gifts exchanging around. Guanxi is more personal and more involving. If you have a good Guanxi with someone in work, that means you at least know his/her family for a while. This of course involves gifts exchanging in festivals and mutual benefits sharing. But true friendship also comes out of it. Chinese people are never good at(or not wanting to) separating business networking completely from personal relationships, a single word, Guanxi, includes them both. And it's an important element to evaluate whether you are a successful person in the society.

The influence of Confucianism and Taoism: Most confusing part: Confucianism is not a religion while taoism is. Actually, taoism(developed from our own history) and Buddhism(imported from India in Tang Dynasty) are the two most popular religions in China, while Confucianism is the core principles and ideas of Chinese culture, which influences every single aspect of everyday life in China.


Confucius

Confucianism values harmony, hierarchy, benevolence and morals. Some of its ideas blend in with Taoism, as taoism values harmony with the nature and avoiding conflicts most. Ask any Chinese people, they may say "I'm a Buddhist, I believe in Buddhism." ( as my grandma does. She was converted from an atheist about ten years ago and goes to the temple every two weeks regularly),but nobody would say" I believe in Confucianism.", as it's not a religion and there is nothing to "not believe" in Confucianism. we all obey the rules: respect the older people, try to remain peaceful and calm with the surroundings, avoid conflicts,and be moderate, etc. Even for those few who remain illiterate and have no idea who Confucius is. It's running in the blood.

Public Relations in High Context Culture China:
A few brief thoughts.

Geographically, Northern China has more high context culture environment than Southern China.

PR practitioners in Public Sector,Political Communication and NGO sectors would need to be prepared for more high context environment, while for Fashion and consumer PR, a relatively low context culture has formed in China and is more acceptable to direct communications and expressions. It's also a reflection of different age groups.

Economically more developed cities and areas (aka Tier 1 & Tier 2 cities in China) is more low context compared to those underdeveloped areas.

For young people who received modern education and live in cities(as myself does) who also are the key target group to FMCG industry , work and career environment tend to be relatively low context, while personal life remains in a high context level.

Everybody is talking about how big Chinese market is. The truth is, however, this huge market also require specific targeting. There are so many sub-cultures for PR practitioners to know(as the same in other countries), simply using "high context" is far from enough to describe or truly understand it. High context or low context, we should always start with mutual respect.

References:
Amy Tan "The Joy Luck Club"
Chinese Communication Style, Zach Skyles Owens
The Culture Context--China,Eaton Consulting Group
Talent in China: Face & Context, Frank Mulligan
Culture Differences: High Context vs Low Context
High Context vs Low Context Communication

2010-02-07

A Few Thoughts to Add for Hofestede Chinese Cultural Dimensions

According to Geert Hofstede™ Cultural Dimensions, Chinese Culture's rank in the five specific index of the Hofstede System is as follows:


The Graphic shows China has the lowest IDV(Individualism) and the highest LTO(Long Term Orientation). Professor Hofstede's explanations on his website are quite clear and academically accurate. However, no single graphic or five indexes could fully explain and demonstrate a culture which has lasted 5000 years. Based on Hofstede's system, I'd like to share more as a participant and inheritor of this culture.

PDI(Power Distance Index):It is true Chinese culture values power and authority more, which roots in thousands of years of monarchy. Every child at a early age would be taught to respect the old, the teacher, and obey all the family rules and social traditions. In the old days, these two can never be offended, while in modern society, everyone learns to deal with boss/leader/supervisor with extra care. It is, to some extent, increases bureaucracy and other problems, while on the hand, also helps to maintain the stability (even just superficially) of the organization and the society for the longest possibility. To challenge authority would forever be the last option to consider for Chinese as one of the core principles of Chinese Culture is the pursuit of "harmony" with surroundings and environment. So whenever a problem emerges, the first question that comes along would always be "How do we work around this under such situation?", not "How do we change the situation/challenge the authority to solve the problem?"

IDV(Individualism):It is the lowest index as Chinese culture is always collectivism(or values collectivism most). There is an old Chinese saying:" Bullets always come to the bird who flies ahead." Chinese culture believes in "harmony", which also means blending in the environment. If a person gets into the limelight too much, it would be considered either he/she has personality flaws(arrogance is considered to be most shameful) or bad luck would soon to happen to him/her. In some way, low IDV connects to PDI, as the worship/respect to power sacrifices individualism.This reflects more on advertising as buying nutrition products is for your parents and to show your filial obedience, and taking flu pills is to control the cold, and leave a good impression for your boss and your colleagues, etc. It's not about "you", it's about the group you are in.

MAS(Masculinity) : This is rather vague. Descendant from agricultural culture, Chinese culture is fundamentally feminine, while after thousand years of monarchy, the power of Emperor/Father of the whole kingdom has been repeatedly strengthened and symbolized to every aspect of Chinese social and culture life.A traditional and typical(or ideal) Chinese social structure would be a big family(preferably four generations living together)under the absolute authority of the father/grandfather,while outside the family, everything was ruled and regulated by one single power, referred as the Emperor/Father of the kingdom/Son of the Heaven. However, as society develops, masculinity is no longer that obvious. Nowadays, generally speaking, North China tends to have more masculine culture while South China is more feminine in terms of culture.

UAI(Uncertainty Avoidance Index):: Chinese people are masters of playing words with ambiguousness and uncertainty. Westerns often find it difficult to truly understand Chinese during conversations as they always mean "no" by saying "yes" or vice versa. And a lot remains unsaid during daily life. A simple example from myself, I've never said "I love you" to my parents or to my closet friends. One day, I sent an catch-up email with the ending "I love you" to one of my best friends, and she panicked and replied: Is everything OK with you? Anything wrong? Deep in the culture, people think the most precious emotions or feelings should be kept unsaid, and the recipient of this emotion/feeling is supposed to know/figure out on his/her own. Same with the meanings of conversations. Direct "yes" or "no" would be seen as rude and impolite. Efficiency can be sacrificed but relationships with the person you are talking to can not be hurt.

LTO(Long Term Orientation): The central government has "Five-Year Plan" and "Ten-Year Plan" as a regular report to the whole nation, setting goals for this period of time in future, usually quite strategic and obscure. Chinese people are always saving for the future, planning for the future, even bearing a son is for the purpose of "being taken care of by him when we are old." Everything we do now is crystal clear for the benefit of future. That's also why so many emperors in history would have their tombs built as the first and most important thing to do when they ascended the throne.

All the above five indexes are true, in terms of traditional and fundamental Chinese culture. However, modern society has changed a lot. Individualism and efficiency are being paid more and more attention, especially in those greatly developed cities and areas. Younger generations also have swifted away from those traditional core principles. Generally speaking, you will find:

Lower PDI and UAI in business corporations than government/public sector departments;
Higher IDV in younger people than senior groups;
Lower MAS in Southern China than in Northern China;

And one thing that Hofestede is not accurate about Chinese Culture is that Confucianism is not a religion but a core culture-----I will talk about this a bit further in later posts.

References:
Hofestede website
Communication: Chinese Style, Ernie Tadla
Communicating with Chinese, Skip Bowman

2010-02-01

The Boundaries Between Amateurs & Professionals-New Media (2)

The latest Google Ad shown on Super Bowl:
Parisian Love

Yep, Google teaches you everything in life, how to find love and how to raise a child.

With Google, Wikipedia and Youtube, everyone in this world now gets to know everything of something, or something of everything. Knowledge is no longer a privilege or a compulsory test, it's become our own choices and learning has become our daily habits.

With those biggest information sharing platforms on Internet, the boundaries between amateurs and professionals are more and more blur. One can no longer assume that he gets ahead of other people just because he knows a bit more---click google, in 2 seconds, others will catch up.

Therefore, how do we judge the credibility in terms of online PR campaigns? It is said opinions from amateurs are generally more trustworthy than those from professional journalists. What if ordinary audience can no longer distinguish who is the amateur and who is the professional?

The new trend of "social search" may suggest that people don't really care about "the professionals" in terms of online credibility. The boundary's gone blur, and so they turn to those whom they know, those who belong to the same tribes and share same interests.

I think that's the basis for Seth Godin's Tribe theory: because of social media, communication has gone from vertical structure to parallel structure. No more amateurs and professionals, just you and me, us and them.

References: