QR Code Use Stuck at 5%

They're fun and cute, but will people use them? Marketers have tried pushing QR codes but haven't had resounding success, according to Ad Age. 

Some of the failed attempts are humorous. The barcodes are designed to be scanned by a mobile app to open a web page, but marketers have chosen  a few odd uses. A MillersCoors QR code linked to a website where holiday partiers could easily get a cab, but as Ad Age reports, "The effort assumed that revelers still had enough dexterity to aim a phone and get a clear shot."

Other failed attempts include QR codes on places out of cellular reach: Red Bull's ad in a subway car and United Airline's ad in an in-flight magazine.

The most successful campaigns seem to provide more information, for example, Macy's codes on clothing led to video descriptions by designers, and Home Depot codes on plants led to more information about what items can be placed together.

This is a good lesson in how we can get carried away with technology that's new and inexpensive without having a strategy for how to best use the technology for communication. For now, marketers are still learning.

Image source.

Discussion Starters:

• Have you used a QR code? For what purpose? How do you think they're best used?
• Imagine that you run an office supply store. How could you use codes to provide product information or offer better service for customers?

"Emergency" Text Message Scares NJ Residents

Imagine receiving this text message that produces a strange sound on your phone and locks your Android. The message was just a test, but this was unclear to thousands in New Jersey who called 911 centers throughout the state. In an apology statement, Verizon spokesman David Samberg explained:

This test message was not clearly identified as a test. We apologize for any inconvenience or concern this message may have caused.

New Jersey's Homeland Security Office issued a tweet and a Facebook message to clarify the  situation. Is it just me, or is the tweet just as scary as the emergency text?

Discussion Starters:

• How could this happen? Read more about the situation and determine what could be improved in the message creation and distribution process to avoid a similar situation in the future.
• Revise the NJ Homeland Security Office's tweet and Facebook message. How can you improve these?

"Reply All" Failure Costs Recruiter His Job

Tired of email spam from people looking for jobs, Gary Chaplin, an executive recruiter shot back a hasty reply:

I think I speak for all 4,000 people you have emailed when I say, 'Thanks for your CV' - it's nice to know you are taking this seriously.

If you are not bright enough to learn how to 'bcc'...you are too stupid to get a job, even in banking.

Unfortunately, Chaplin's email went to the 4,000 people who received the original message-a classic "reply all" mistake. Although some programs make it more difficult, hitting "reply all" is a common mistake.

Chaplin's other failure is insulting someone looking for a job. No matter how ineffective the original email request, the guy needs work, not unlike a lot of people in today's economy.

Chaplin lost his £200,000 job and is now, like the original emailer, looking for work before the holidays. He did respond to the incident: "I am mortified by what I did. I meant no offence to this man looking for a job." Really?

Discussion Starters:

• Read the full email exchange, reported by The Sun. What other failings in the original email and in Chaplin's reply do you notice?
• How easy is it for you to hit "reply all" in your email program? What can you do to avoid this?

Apple's Anti-Leak Social Media Policy Gets Leaked

Although many social media policies are available online, until yesterday, Apple's was not. Last month, an Apple employee was fired ("sacked" to the British) for Facebook posts that the company claimed violated its social media policy. Now, that internal policy has mysteriously been leaked. 

One analysis of Apple's policy compliments the conclusion, which is sound advice for anyone:

In sum, use your best judgment. Remember there may be consequences to what you post or publish online including discipline if you engage in conduct that Apple deems inappropriate or violates any Apple policies. If you're about to post something and you are concerned whether you are following these guidelines or any Apple policy, please discuss it with your Leader or HR before posting.

But the attorney takes issue with what the National Labor Relations Board (NLRB) may call the right to concerted activity:

Respect the privacy of your coworkers. Blogs, wikis, social networks and other tools should not be used for internal communications among fellow employees. It is fine for Apple employees to disagree, but please don't use your external blog or other online social media to air your differences.

Recent cases brought by the NLRB have criticized employers for terminating employees who may be engaging in protected concerted activity (or the right to organize). Read about an NLRB case. Image source. 

Discussion Starters:

• Compare Apple's policy to another available online. What differences do you notice, and how do you account for them?
• What was the policy where you worked recently? Did you find that people generally followed the policy or worked around it in some way? 

Overheard on the Train: "Happy Birthday Smiley Face"

The new iPhone's Siri voice recognition system was the subject of an article in yesterday's New York Times. With the robotic commands and a computerized response, phone interactions with virtual assistants are becoming annoying to people in public places.

Because the technology is so new, policies haven't yet kept pace. Cliff Cole, a spokesperson for Amtrak, for example, told the Times that it currently bans "phone calls," but not talking with your phone. He said, "We may have to adjust the language if it becomes a problem."

People are complaining that users could just as easily type without disturbing others and that the robotic speech often sounds "creepy."

According to James E. Katz, a mobile communication researcher at Rutgers, most people will eventually get used to this new behavior, but "there will be a small minority of traditionalists who yearn for the good old days when people just texted in public."

Discussion Starters:

• Have you overheard people talking to their phones in this way, or have you done this yourself? Do you consider it annoying?
• Imagine that you work as the director of corporate communications for a major company. Write a policy for employees who use their virtual assistant in a cubicle office environment. What is important for people to know, and what rules are reasonable for people to follow?

12 Recent Firings Because of Social Media Posts

As an early Christmas present, Sam Fiorella gives us 12 examples of employees fired because of posts to social media sites. The line-up includes these gems: 

• Former Representative Anthony Weiner, who tweeted obscene pictures of himself, thinking he was sending a direct message to one person
• @ChryslerAutos, who tweeted the F-bomb to followers, thinking he was using his personal twitter account. Scott Bartosiewicz explains what happened in this video:

• An NBC staff member who posted a video of Bryant Gumbel looking foolish and asking questions such as "What is the Internet?" (Well, it was 1994.)

Discussion Starters:

• In these and the other situations, do you believe that the employee deserved to be fired? What are the arguments for and against termination in each case?
• Of these situations, which do you think is the most egregious? Why?
• How could some of these situations have been avoided?

How Not to Get a Job: Hack Into a Company's System

A Hungarian man wanted a job so badly that he hacked into Marriott's computer system and threatened to release confidential information unless he got hired. To discover the identity of the man, a Secret Service agent posed as a Marriott HR representative, and the company booked a flight for the hacker to come for an interview.

Of course, the interview wasn't what the hacker, Attila Nemeth, expected. On Wednesday, Nemeth pleaded guilty and now faces up to 15 years in prison. Marriott is not unscathed either: the company estimates spending between $400,000 and $1 million in consultants' fees, employees' salaries, and other expenses to solve the crime.

Discussion Starters:

• Review the ethical decision-making guidelines in Chapter 1. In addition to the illegality, what tells you that Nemeth's behavior is unethical?
• Some people will do anything to avoid a behavioral interview. What are some behavioral interview questions that might be appropriate for an IT professional?

Pakistani Ban on 1700 Texted Words in Effect This Week

The Pakistani government has banned almost 1700 words considered obscene and offensive from text messages. Users are expected to ban these words starting this week.

Some find the ban confusing. Words such as drunk, flatulent, Showtime, athlete's foot, and taxi are included in the ban; others are understandable (see an unofficial partial list here - warning: many obscenities here!).

Mohammad Younis, a spokesman for the Pakistan Telecommunication Authority (PTA), told the Guardian that the ban was "the result of numerous meetings and consultations with stakeholders." Apparently, the decision follows complaints about offensive texts from users. 

Americans may question whether Pakistans enjoy freedom of speech as we do in the United States. According to the Guardian,

While admitting that Pakistan's constitution guaranteed free speech, the [PTA] regulator told mobile phone companies that such freedom was "not unrestricted" under court rulings. Furthermore, said the telecom watchdog, they had obligations under their licences to prevent "obnoxious communication."

Discussion Starters:

• What is your view of the Pakistani government's decision? Consider your own cultural background and how this may influence your opinion.
• What are the possible effects of the ban on business in Pakistan?

Did You Check Work Email on Thanksgiving?

Good to know that I'm in the unhealthy majority: 58% of men and 51% of women planned to check email during the holidays. According to a survey by Xobni, the gender gap has shrunk from 2010, when 67% of men and 50% of women checked email.

Of the 75% who receive work-related email during the holidays, 19% of us are "thankful or relieved by the distraction," while 41% are "annoyed, frustrated, or resentful."

The survey showed age differences among those who feel "annoyed, frustrated, or resentful." Between 41% and 43% of workers aged 18-44, but only 17% of the 55+ crowd feel this way. The difference could be because of work expectations, position within the company, job insecurity, family status, or a host of other reasons. (via PC World)

Discussion Starters:

• What are your views about checking email on holidays? What are the reasons people may want to check email?
• What organizational systems (e.g., culture, management practices, performance measures) may cause people to check email?
• How could an organization prevent people from checking email on holidays? Is this a good idea?

Poor Timing for Qantas Twitter Contest

Australian airline Qantas had good intentions when it promoted a "Qantas Luxury" competition, but the contest was a big failure. Qantas encouraged tweeters to submit creative answers:

Ever wanted to experience Qantas First Class luxury? You could win a First Class gift pack feat, a luxury amenity kit and our famous QF PJs. To enter tell us What is your dream luxury inflight experience? (Be creative!) Answer must include #QantasLuxury.

The request came in the midst of trouble between the company and the Transport Workers Union. Just hours after the company announced a negotiation break-down, @QantasAirways announced the contest. Also, travelers were still angry over a flight that was grounded last month over labor issues. There was no shortage of sarcastic tweets, many angry about being stranded less than a month ago. Attempting humor, @QantasAirways acknowledged the failed contest:

Discussion Starters:

• This isn't the first time that Qantas was criticized for its Twittering. Do you connect these stories in some way?
• How could Qantas have avoided this situation?
• How can Qantas now use Twitter or other social networking sites to rebuild its image?

Call Facebook Friends from Skype

Skype has announced Facebook-to-Facebook calling. This is a refined feature following the Skype + Facebook partnership introduced in July. In its announcement, Skype describes the feature:

Initiating a Facebook-to-Facebook call from within Skype is quite easy; all you need to do is connect your Skype and Facebook accounts. Then, select a Facebook friend and hit the video call button in Skype -- your friend simply picks up the call from Facebook. This new feature lets you maintain social connections with your Facebook friends and compliments [sic] previously announced features such as being able to see when your Facebook friends are online, read their status updates, and IM them all from Skype.

Discussion Starters:

• Skype's announcement is an example of a sales message. What principles does it follow for writing sales messages?
• In the above excerpt from Skype's announcement, I've added "[sic]" next to the word "compliment." What does this mean?
• What possibilities do you see for using this feature in a business environment? 

Facebook Changes Salman Rushdie's Name

Award-winning writer Salman Rushdie had his Facebook account deactivated over confusion about his name. To prove his identity to the Facebook police, Rushdie provided his passport; however, his Facebook profile then displayed "Ahmed Rushdie," with his official first name, which he never uses.

Eventually, his profile was properly restored, and Facebook apologized. Mashable posted a series of Rushdie's tweets, showing the sequence of events.

This situation is the latest in the so-called "nymwars," a term that appeared on Twitter. Wired magazine covered the topic extensively when Google+ established a real-name policy. David Winer, visiting NYU scholar, explains Google's rationale for real names:

There's a very simple business reason why Google cares if they have your real name. It means it's possible to cross-relate your account with your buying behavior with their partners, who might be banks, retailers, supermarkets, hospitals, airlines. To connect with your use of cell phones that might be running their mobile operating system. To provide identity in a commerce-ready way. And to give them information about what you do on the Internet, without obfuscation of pseudonyms.

Simply put, a real name is worth more than a fake one.

Facebook's vice president of public policy, Elliott Schrage, provides a different rationale for real names:

Facebook has always been based on a real-name culture. We fundamentally believe this leads to greater accountability and a safer and more trusted environment for people who use the service.

For the Rushdie situation, Facebook admitted the mistake: "We apologize for the inconvenience this caused him." No further explanation was offered in the company's statement.

Discussion Starters:

• What, if any, privacy concerns do you have about your own Facebook profile?
• What is your take on Facebook's real-name policy? Do you agree with it? Why or why not?
• Some people prefer to have pseudonyms online, for example, students who want to protect their identify from employers searching for them online. Is this a good strategy personally and professionally?

Hasty Tweet Damages Ashton Kutcher's Following

How about reading a little before jumping to conclusions? This is the lesson learned by Ashton Kutcher, who tweeted to his more than 8 million followers about the firing of Penn State Coach Joe Paterno:

 Kutcher explains his response: 

"Last night after returning home from work, I walked by the television and simply saw a headline that Joe Paterno had been fired. Having no more information than that, I assumed that he had been fired due to poor performance as an aging coach."

He has since hired PR firm Katalyst to manage his Twitter feed, Kutcher says, "as a secondary editorial measure, to ensure the quality of its content." Sounds like a good idea.

Discussion Starters:

• Should we expect more of someone with 8 million followers, or is it simply the nature of the medium (Twitter) that causes such misreports?
• What are the potential consequences of Kutcher hiring a firm to manage his popular Twitter feed?

College Students Value Social Media Access at Work (Some More than Salary)

Employers, take note: according to a new Cisco study,"The ability to use social media, mobile devices, and the Internet more freely in the workplace is strong enough to influence job choice, sometimes more than salary." The New Workplace Currency report, which surveyed 2,800 students and young professionals, gives clear guidance to employers who want to recruit top talent.

Fast Company reports,

According to the report, 40% of college students and 45% of young professionals would accept lower-paying jobs if they had more access to social media, more choice in the devices they could use at work, and more flexibility in working remotely. More than half of the college students surveyed indicated that if an employer banned access to networks like Facebook at work, "they would either not accept a job offer from them or would join and find a way to circumvent."

The report is interesting but not all that surprising, is it?  

Discussion Starters:

• What is most and least surprising from the report? (See full infographic.)
• From an employer's perspective, what are the downsides of offering the choice and flexibility that new workers want?
• As a job seeker, what is important to you? Which of the report's findings reflect your own priorities for a new job?
• During a job interview, what do you think is appropriate to ask regarding social media and mobile devices? What would you ask at a second rather than a first interview?

Employee Quits Marriott Accompanied by a Marching Band

Some employees like to go out in style -- and embarrass their employees while doing it. Fed up with his job at a Marriott Hotel, Joey DeFrancesco brought a marching band with him to tell his boss that he quit. Why waste time writing a boring resignation letter to just one manager when a "Joey Quits" video can be viewed by over 2 million people within 10 days? 

According to Joey, "The working conditions in the hotel are horrendous." He had more to say to CBS News. Apparently, some of the YouTube comments were getting annoying, so he added this note, "I have another, better job already. So stop talking about that and worry about your own jobs."

A Marriott spokesperson confirmed that Joey had worked at the Marriott Renaissance in Rhode Island for three years and made this statement: 

"You know that we take employee satisfaction very seriously as a company - creating a sense of community and pride within our hotels is a top priority. The Renaissance Providence actually has a number of employee programs in place that encourage health, wellness and employee satisfaction. While this is an unfortunate way for an employee to resign, we are confident that hotel management works closely with staff to continue to find ways to make the hotel a rewarding place to work for everyone."

Discussion Starters:

• After watching the video and reading the background information, do you sympathize more with Joey or with the hotel? Why?
• How credible do you find Joey? How do you assess his credibility?
• Evaluate the Marriott spokesperson's response. What is effective and ineffective?

Few Companies Respond to Tweet Complaints, but They Get High Marks When They Do

In a recent study of 1,300 consumers who tweeted a complaint about a product, service, or brand, only 29% heard back from the company. As Marist Research reports, although 49% of tweeters expected the company to read their message, less than one-third received a response.

Older tweeters were more optimistic that companies would read their tweet: 65% of those over 55 compared to 38% of 18-24 year-olds.

When companies did respond, they got high marks from consumers. When asked, "How did you feel when the company contacted you as a result of your tweet?" 83% said, "I loved it" or "I liked it," and 74% were "very satisfied" or "somewhat satisfied" with the response. This is good news for companies that do take the time to respond to complaining tweeters.  

 

See the full PowerPoint summary here.

Discussion Starters:

• Why would a company NOT respond to a tweet complaining about its products or services? What are the downsides?
• Why would a consumer tweet a complaint rather than use other channels (e.g., a letter, an email, an online comment form, or Facebook)? From the consumer's perspective, what are the advantages and disadvantages of each channel?
• Have you tweeted about a brand or product? What, if any, response did you get, and were you satisfied with the response?

New Study: Social Media Posts Can Make or Break a Hiring Decision

Previous studies have shown that people involved in the hiring process search online for candidates. A new study by Reppler confirms that 91% search Facebook, Twitter, and/or LinkedIn before making a hiring decision.

This study gives us good and bad news about the results of these searches. Although 69% of employers have rejected a candidate because of what they saw posted, 68% have hired a candidate for the same reason.

The study reminds us that smart candidates post positive information about themselves online. Here's an enlarged infographic.

Assignment Ideas: 

• Google yourself and see what you reveal. Are you well represented on the web? Do you want to change anything to improve your online reputation?
• Create a LinkedIn page if you don't already have one. To bolster your online reputation via LinkedIn, add connections, provide more detail in your profile, and join professional groups.

More Emails Embarrass Their Writers

In case you need more proof that your emails may become public, two successive front page New York Times articles on Monday highlight damaging emails. The first article uncovers emails about Solyndra, the solar-panel manufacturer that received government funding and has since declared bankruptcy. In one email, Lawrence Summers, President Obama's former chief economic adviser, wrote, "While that is good for us, I can't imagine it's a good way for the government to use taxpayer money." In another email, he wrote, "I relate well to your view that gov is a crappy vc [venture capitalist]." Depending on your perspective, these emails prove that either the administration should have known better than to make the Solyndra deal or there was serious, rational internal debate about the prospect before the deal was done. 

The second New York Times story revealed emails about the pipeline currently debated. According to the artile, "...e-mails released Monday paint a picture of a sometimes warm and collaborative relationship between lobbyists for the company building the billion-dollar pipeline and officials in the State Department, the agency that has final say over the pipeline." The emails have environmental groups questioning the objectivity of those making the final decision.

In both of these situations, it is doubtful that the writers intended for their emails to become public.

Discussion Starters:

• How could these emails have been better protected? Is it possible to keep email from being retrieved later by simply deleting it?
• What lesson do you learn from these articles? How can you protect your own communications in the future?

Note to Tweeters Who Hire Ghostwriters: Change Your Password

Someone who calls himself a "Social Marketing & Communications Strategist" is facing embarrassment over his Twitter account. Apparently, @Mark Davidson had hired three people to ghostwrite tweets for him, only to be exposed on his own Twitter feed. One angry former writer took advantage of Davidson's failure to change his Twitter password and kept posting after he stopped working for Davidson:

Discussion Starters:

• What are the ethical considerations of someone tweeting for someone else? Does Davidson's job influence your perspective? (On Twitter, he describes himself as "Internet sales & marketing professional. I write a lot of things to amuse myself and others. On occasion, I even have deep thoughts.")
• After this incident, Davidson (himself, apparently) posted this tweet: "WANTED: Social Media Account Ghost Writer. We've recently had an opening at http://twitter.com/#!/markdavidson. (Serious inquiries only.)" Would you apply? Why or why not?

Netflix CEO Apologizes and Announces Company Split

Netflix CEO Reed Hastings is trying to win back goodwill lost by the company's recent price hike. In an email to customers, Hastings admits "I messed up. I owe you an explanation." In a video, Hastings introduces his head of DVD operations to explain the latest change -- splitting Netflix into two companies: one that will handle streaming video (to retain the Netflix name), and another to manage DVDs by mail, called Quikster.

Critics say that the deal was hastily put together, citing, among other issues, the Twitter handle @Quikster, currently owned by an individual represented by an image of a pot-smoking Elmo (reported by TechCrunch). 

The Netflix blog post amassed over 15,000 comments within a day, reminiscent of the outcry after the July price hike.  Fans and former Netflix customers may remember the video parody about the public reaction.

Discussion Starters:

• Looking at the Netflix blog, how well do you think the company is currently handling comments? What recommendations do you have for the CEO to improve communication at this point?
• How successful do you find the video? What works well, and what, if anything, would you suggest that Hastings and Rendich change in their presentation?
• How justified do you consider the public reaction to the news? In what ways is this different from the anger expressed earlier from Netflix customers?
• Of Netflix's three main messages -- the email, the video, and the blog post -- which do you think is most effective and why?