Murphy's Law

Tom Murphy

Archive for May 2004

More on corporate blogging guidelines..

Further to the post last week on Corporate Blogging Guidelines, Billy McCormac has unearthed some additional guidance on setting up a corporate blog provided by IMN Inc. (formerly I Make News).

You can download the guidelines here (PDF).

“Allow the weblog to have a distinct voice and use it to strengthen the brand. One of its key advantages is the quick, constant exchange of bits of information that may not be substantial enough to belong in a newsletter. In doing so, the bond with clients is strengthened and new voices are heard.”

 

Written by Tom Murphy

May 31, 2004 at 10:55 am

Posted in General

When open source goes bad…

One of the great things about the Internet is that most things are measurable and trackable.

This electronic paper trail regularly catches out “clever” people who surreptitiously promote their products, companies or services online.

According to Slashdot, one of the more recent perpetrators is JBoss, a “professional” open source provider of software technology known as middleware.

It seems that staff have been posting wonderful things about their products on various message boards, the only problem is that all the posters have the same IP address which is located at JBoss HQ.

Very clever….natch.

This was widespread a couple of years ago and it seems to be continuing. It’s not exactly building a conversation with your audience is it? It’s dumb.

Written by Tom Murphy

May 27, 2004 at 1:31 pm

Posted in General

PR and blogs

Pamela Parker over at ClickZ tackles the growing momentum and importance of blogs.

“That means an approach from your company that offers exclusive, early information would likely be welcomed. A recent Blog Search Engine poll of 610 bloggers found 74 percent of bloggers are open to receiving information from companies and organizations, though 91 percent have never been approached. As with any PR effort, understand you can’t control what bloggers say. Their brutal honesty is what appeals to their readers, after all.”

Written by Tom Murphy

May 27, 2004 at 1:16 pm

Posted in General

E-mail etiquette (again)

I am personally amazed how often journalists give out about how badly PR people use e-mail.

Every PR-journalist event I have attended since around 1998 has included a journalist giving out about PR people and e-mail.

The etiquette of PR e-mail is well established.  There is no dark science, no secrets, yet it continues.

I recently gave a talk to some PR students and when I raised this issue and explained to them to do’s and don’ts, a number of them actually started arguing with me that I was wrong and it was perfectly acceptable to send unsolicited attachments, HTML e-mails with nice fonts and colors etc.

It’s not.

Ben Silverman over at PR Fuel provides an overview of his pet e-mail peeves (just in case you think I’m making it up).

Written by Tom Murphy

May 27, 2004 at 8:51 am

Posted in General

The copy editor and the story of PR immunity…

Hot on the heels of my post yesterday about copy editor’s nightmares comes this gem from Michael O’Connor Clarke.

The Financial Times ran a story about Irish budget airline Ryanair and their ongoing snafu with Belgian airport authorities.  It seems the Belgians paid Ryanair subsidies to encourage to company to use its airport and now they are looking for the money back.

In the current version of the story on the FT website the story reads:

“Michael O’Leary, Ryanair chief executive, said on Tuesday that the Belgian authorities had written to the airline demanding the repayment of around �3m.

Mr O’Leary said the company had written back making clear it did not intend to repay the money.”

However a quick Google search reveals the original version of the story:

 “Michael O’Leary, Ryanair chief executive, said the Belgian authorities had written to the airline demanding the repayment of about �3m (�2m).

“We have written back to say ‘fuck off’,” he said yesterday.”

My first point here is that you can understand why they re-edited the story!  But this illustrates another interesting point.  Ryanair are currently in what I call the “PR immunity” zone. 

Ryanair are a “no frills” airline, modeled on the South West Airlines business plan but cheaper and nastier.  This is no Jet Blue.

They offer cheap flights to hundreds of destinations, their planes are dirty, their customer service is appalling and everything (including rental of a wheelchair) costs extra.

Their CEO Michael O’Leary is outspoken (see quote above) and in Ireland no company has ever received as much negative publicity as Ryanair. No company. 

There are negative stories in the newspapers, on the radio, on the TV every single week ranging from lost bags, ignorant staff and stranded passengers etc.  Now, where prolonged (three years or more) negative publicity like this would be a major issue for most businesses, it has no affect on Ryanair’s growth (Current market cap: $4.6 Billion, Income: $1.26 Billion Gross Profit: $448 Million.

I think there’s a number of reasons:

1) Honesty.  Ryanair don’t pretend to be anything other than a cheap, nasty, we’ll get you there airline, don’t ask how. When people complain, they are always consistent on their cheap message.

2) Anti-establishment. Ryanair have become one of Europe’s largest airline by competing with and beating all the incumbent (and in many cases State-run) airlines. They consistently portray themselves and fighting on behalf of the consumer and defending open competition.

3) Value. Ryanir has forced a revolution in European air travel.  I personally have had a couple of flights with them at a ticket cost of less than $1. (The airport tax is $30 but the ticket costs $1)

Simply put Ryanair have found a sweet spot where the value of their cheap fares (and they are the most on-time airline in Europe) outweighs the negative stories about their customer service and business practices. People realize they are taking a cheap option and are happy to put up with inconvenience to take advantage of cheap fares. In fact in Ireland, most people resign themselves to the fact that should there be a delay or a problem it’s their own fault for going Ryanair.

A couple of years back a flight from Paris to Dublin had to be postponed overnight.  (Ryanair don’t actually fly into Paris, they fly into an army base miles from the French capital.) The ground staff apologized to the passengers and then took them to their overnight accomodation. No not a Holiday Inn, the passengers spent the night on bunk beds in an army barracks.

Now that’s value….

Will Ryanair continue to enjoy PR immunity? Who knows? But it’s an interesting PR case study.

Footnote:

Practically every Ryanair flight is booked through their website.  However rather than retain a proven web development company to build the online booking system, they hired a couple of students to build it. It’s still running.

Written by Tom Murphy

May 27, 2004 at 8:32 am

Posted in General

Political campaigns…

Colin McKay re-posts some caricatures of the typical election candidate, PR and journalist. (Full size images are available at Colin’s blog). 

CandidateRev.jpgFlackREV.jpgReporterREV.jpg

Written by Tom Murphy

May 26, 2004 at 4:03 pm

Posted in General

Copy Editor's nightmare..

Tom Mangan points to a very amusing discussion on the dreaded copy mistakes…

“In college we ran a story in the campus daily talking about “alcohol usage in pubic areas,” which the campus adviser circled in red and scribbled, “I hear this is good at getting rid of crabs” or words to that effect.”

Written by Tom Murphy

May 26, 2004 at 3:45 pm

Posted in General