Airline News

Kentucky man demonstrates customer service experience

I'm hesitant to add more words to the trillions that have been shared around the world after US airline United caused a passenger to be rendered insensible and dragged off a flight by three police officers. If you have by any chance been hiding in a nuclear bunker for the last 72 hours, 69 year old Dr David Dao was travelling home from Chicago to Kentucky on a United Airlines flight on Sunday and refused to give up his seat when instructed to do so by the crew. They called the police, who removed him forcibly.

United's blundering mismanagement of the entire incident reads like an text book on how to create a global PR fail of such magnificent proportions that it wipes $800 million off a company's stock price - which is precisely what it has achieved.

Although it would appear everyone was told the situation was due to 'overbooking', in fact United needed four seats to fly its own crew out to staff another flight. It had managed to screw up its own rostering to the point where it had to try and get people already boarded on a flight to agree to give up their seats. It offered $400 compensation, then $800 - which Dao agreed to and then rescinded his agreement when he found out the next available flight was 2.30pm the next day.

Of course, it's easier to say 'As the flight has been overbooked we are offering passengers...' in a tannoy than 'As we have goofed up our rostering and have four unexpected dead heads, we are offering passengers...'

United's consistent use of obfuscation and mendacity is only part of the whole glorious and potent mixture of incompetent communications that led them to become an object of global opprobrium. With a video of a bloody and unconscious man being dragged down the aisle of the plane being shared by millions, the company's CEO said this was 're-accommodating' passengers. The company also said that Dr Dao - a man torn from his seat on a plane - had been 'refused boarding'.

Dao is currently being smeared across mainstream media, a sad incident from his past being dragged up to show us that this seemingly innocent Doctor is actually a gay sex fiend who was struck off for ten years and earned a fortune playing poker instead of doctoring. We'll likely find out he was horrible to hamsters and kittens, too. United has finally, and this is Wednesday, made a full and proper apology - something it should have done at the latest by Monday but, in our Twitter-driven world, really Sunday was the time to react. It would seem United has either engaged an agency or started listening to its incumbent.

But the late reaction is too scripted, too late and follows an initial and very different reaction. Result? It lacks the one thing we know is the most important element of communications in today's environment: authenticity. They don't sound like they mean it and that's precisely because they don't mean it. United has consistently made it clear that Dao was an inconvenient trouble-maker because he didn't do what they told him to do and wanted him to do.

Is United responsible for smearing Dao? It's hard to tell, really, the smear has certainly made the 'innocent passenger' narrative more complex but it has also prolonged the coverage of the whole sorry incident. And with every new story, we have a chance to replay that video of a man being dragged from his seat - bought, paid for and occupied with every expectation of being able to fly home that night - and pulled off a plane like a sack of spuds.

For me, currently engaged in an arbitration case against British Airways, the story has particular resonance. Airlines are big businesses and the regulation of their behaviour would appear to be particularly lax. They are routinely lying about their flight times to avoid charges of delay (have you noticed how yesterday's 45 minute flight has become today's 90 minute flight?), using reasons of security to mask operational convenience and generally treating passengers pretty woefully. The first line of response is reasonably consistently to take refuge in obfuscation and filibustering, using a variety of means to disempower consumers. We are all sausages, lining up to be squeezed compliantly into the sausage machine.

It's remarkable how falling standards in aviation customer service and comportment have become the norm rather than the rule. BA's descent from the world's proudest national carrier to a sub-Ryan Air low cost carrier has been pretty meteoric. A sort of flying Nokia.

The exceptions to that rule are, of course, finding that being better than that pays off. That consumers will avoid (showing remarkable lethargy when it comes to making active choices to change) the bad airlines and gravitate to the good guys. It's where the Gulf 'feeder flight' carriers have made such inroads.

And it's going to be hard to see United waving the flag for 'good ole Amerikay first' when it comes to competing with the Gulf airlines, continuing that lobbying effort to have the Gulfies throttled to support American airlines. Their service standards being already notoriously low, beating up your customers really does set a new standard.

United will be reassuring itself that the news cycle will move on and this, like all things, will pass. they won't change, not one jot, despite their CEO's belated and PR-penned promises. It'll be interesting to see, when the online howls have died down, how many consumers vote with their feet in the weeks to come...

When Brands Go Wrong

For many years, I was the delighted driver of Toyota's achingly brilliant MR2, first the 'ordinary' one then the leather-seated T-Bar. A glorious car that, sadly, would never take off in France, because pronounced in French it translates to emmerdeu or pain in the arse. Rolls Royce narrowly avoided naming one of its models Silver Mist after someone pointed out that mist is German for dung although this didn't stop Clairol, which actually brought its 'Mist Stick' curling iron to market there. Mitsubishi's Pajero is, as eny ful no, called a Shogun in the UK and a Montero in other European and US & South American markets. That's because pajero in Spanish means onanist. And Ford rather blew it when it took its Pinto into the Brazilian market, where in the local argot pinto refers to an under-endowed gentleman.

Kia's sporty concept for a car named Provo, caused an outburst of offended reaction in Northern Ireland where it is slang for Provisional IRA. Who was to know?

I love these stories and can never get enough of them: the marketing disasters of idiotic nomenclature amuse me greatly. This is because, as anyone who's read this blog knows, I am a child.

The sustained train crash of Vegemite's attempted launch of a new product a few years back tickled me from the get-go and was a gift that kept on giving, from the opening salvo right the way through to the inevitable derailing and appalling subsequent tumble down the embankment and into the oil storage depot where a guard was smoking.

We start with the fact that Vegemite is itself a poor and pallid parody of the King of Dark Salty Spreads, Marmite. Vegemite came up with a new product, an insane experiment in wrongness which makes cheesy peas seem attractive, and proposed launching a jar stuffed with a blend of Vegemite with cream cheese. The company, in a move which should have served as a history lesson for the British Natural Environment Research Council in the same way Hitler would have profited from a quick review of Napoleon's invasion of Russia, asked the public to suggest a product name.

And there it would have ended if they hadn't chosen, from the 50,000-odd suggestions, 'iSnack 2.0'. The bloke that made the suggestion noted it was a tongue in cheek effort, but that escaped the drooling idiots at Vegemite brand owner, Kraft Foods. The company's head of corporate affairs defended the name: "Vegemite iSnack 2.0 was chosen based on its personal call to action, relevance to snacking and clear identification of a new and different Vegemite to the original."

I kid you not. Even Hitler himself jumped on the bandwagon.

It's apparently now called 'Cheesybite' which is, IMHO, not a great deal better.

The daddy of them all, the fact that Coca Cola was originally dubbed 'Bite the wax tadpole' in Chinese is, sadly, not due to an outbreak of idiocy at Coke marketing central but was the result of over-eager merchants daubing signs advertising the new wonder drink in the 1920s.

Which is really something of a shame...

Mind you, the geniuses at Pepsi didn't need a new product name to make a mess of things, did they?

The Great Emirates Laptop Ban

Abu Nidal (Photo credit: Wikipedia)

It is notable that the UK, in slavishly following the 'security advice' of close ally the USA, has not included the UAE and Qatar in its version of the great laptop ban. It takes no great stretch of the imagination or cognitive leap to infer that this ban has a commercial implication, working as it does directly to the detriment of the three global airlines operating a 'feeder flight' model out of the UAE and Qatar.

The biggest threat to the three is a loss of business class travellers, probably the only people who will lose out significantly. While it's great for parents to provide kids with tablets to keep them entertained (those of us without children clearly think this is just bad parenting, but that's quite another kettle of marmosets), Emirates' much-lauded ICE entertainment system offers films, music, games across literally thousands of channels. The big hit comes when you lose that precious work time.

The solution appears to me to be blindingly simple - and if EK moves fast enough, they could get in a massive media hit out of this one. Buy in 100 Chromebooks, 600 Lenovo Ultrabooks and 300 Macbook Airs. Load them with MS Office. Provide them on loan to business class passengers (they could be booked at time of flight booking or even online check-in) who can bring a USB memory stick (or, if they forget, be offered a complimentary little red Emirates one) to bring/save their work on. To be honest, most these days work with online resources anyway, so could log in using any machine. The machines would be cleaned (both hygenically and data-wise) after each use. The IT stuff could be handled by EK subsidiary Mercator, already (quietly) one of the world's great software and services players.

Catch the current news cycle and you've got the solution in seconds. It might not fit everyone's needs, but it'll comfort many - and I think catch the public imagination, too. In the face of a mean-spirited and dubious use of security as protectionism, EK could show it's the customer who comes first and they're willing  - as always - to go the extra mile.

The ban is, of course, quite loopy. For a start, UAE security and civil defence is way better than US security. Dubai and Abu Dhabi are major international hubs and trusted by tens of millions of passengers each year. Their security procedures and capabilities are best practice. And there's nothing to stop a terrorist flying a bomb from Paris or St Petersburg - the idea that only Arab airports could be the source of a threat is as risible as Trump's Muslim ban. Which targets, it should be noted, different nations to the laptop ban.

Not that I, for one, am in any rush to go to the US. I have stamps in my passport showing a lifetime's travel around the Middle East and no desire whatsoever to stand there having some jerk in a uniform shouting at me and asking to look at the contents of my laptop.

This whole thing about making us dance around airports in our socks and ditching Masafi bottles because they could be bombs (presumably the water bomb is these days considered a credible threat) has long rendered me sore amazed. The IRA's last bomb on the UK mainland weighed a metric tonne, was packed in a lorry and blew out the heart of Manchester, doing £1 billion of damage. The concerted and sustained terrorist campaign waged by the IRA against the might and weight of the UK's civil defence and military over thirty years compares rather oddly to the threat posed by a bunch of bloodthirsty yahoos in Toyota pickups. It's what prompted me to write A Decent Bomber in the first place - that odd juxtaposition of the threat from today's water-bomb terrorism to the constant destruction wreaked in the skies by the IRA, PLO, Abu Nidal, the Red Brigade et al.

We have never been so constrained by, or constantly reminded of, the threat of 'terrorism' as we are today. And the credible threats have never been so slight - particularly when set against the efficiency of modern security apparatus. You might argue that we're safe precisely because that apparatus has stopped us bringing water bottles or unscanned heels onto flights, but in travelling outside the UK I have noticed nobody else out there is really bothering that much. And it'll be interesting to see if the rest of the world believes in the credible threat of a weaponised Kindle being stored in the hold rather than being used to read on a flight...

The First Screen And Violent Desires

 (Photo credit: Wikipedia)

I can remember a chap at a conference referring to mobiles as 'the third screen' (after TV and PC) and, some years later, someone putting on one of those Arthur, King of the Britons voices to prophetically announce that the mobile was now the first screen. Cue gasps from audience, challenged by speaker's uncanny insight.

Which is all well and good, but this whole constant screen lark is getting out of hand. I'm increasingly infuriated by the experience of lift doors opening to reveal people gazing at their mobiles. It's like a ritual, as dependable as Southern Indian men walking into lifts with mirrored back walls (cue comb whipped out from back pocket and furious primping of hair, usually by someone who hasn't pushed the button for the floor he wants and rewards you, when you get out, with that 'tch' of irritation as he realises he's in the car park and not, in fact, the 43rd floor). The slack-jawed mobile gawper stands there thumbing away at his handset, oblivious to the ten people staring at him and wishing him dead as their own lives ebb away, waiting for his convenience.

After a few seconds, he realises and either looks up and dashes for the lift or, worse, just belatedly blunders in with his head still buried in his mobile. Not buried quite as far as I'd ideally like it, I can tell you. On good days, the doors close painfully on his shoulders and I have to struggle to contain my elation.

I have little fantasies of being alone in the lift, the camera lens in the corner obscured by some fiendish device invented for one of my novels, grabbing the back of his head and dashing it against the mobile screen propped against the lift wall, bouncing his ugly pate against the little rectangle until splinters of Gorilla Glass are embedded in his...

Okay, I have to rest for a few seconds.

Aaaand we're back.

Stuck in traffic on the benighted MBZ, watching the guy in front leaving a hundred metre gap until the car in front of him, his eejit features dipping like one of those wee birds with felty heads you used to get that pivoted on a plastic base to dip eternally into a glass of water. And you know that means he's texting or Whatsapping or Facebooking or whatever other neoloverbism you want to dub his slavish infosharing with.

I hate him. I watch cars push into the yawning gap he's leaving; one, two and three people all getting home one car, two cars, three cars ahead of me. I want to get out and go knock on his window, perhaps talk to him, point out that directing a tonne of steel, glass and, increasingly these days, plastic might might just be a teensy weensy bit more important than sharing photographs of Rima's first puke. Or even rip the mobile out of his fat, hairy hands and toss it under the wheels of the jerk in a brown Renault Duster who's undertaking us both and filling the permalacuna that mobile-head is leaving in the flow.

But the one that really, and I do not want to understate this too much, really, really gets my goat (I don't have a goat, but if I had one it would get it. Probably comprehensively eviscerated.) is the blithering dimwit who walks into me in the shopping mall because he is gurning into his mobile, his sago-slack features lit by the flickering of the YouTube clip of a cat whose arse is being used as a pencil sharpener by a dog egged on by a buttered mandrill.

I mean, right into me. I'm standing quite still because my wife is consumed by the enormity of the choice between Wallis and Chic. Shoes or dresses. She's torn, uncertain. I'm waiting for her to reach the epiphany of the indecisive shopper and Elie The JerkTard actually walks into me. And, finally, my legion suppressed fantasies of violent urges silently played out on numberless witless screen-droolers find their outlet. Sarah's headed for Chic, because there's a Lebanese man with male pattern baldness hanging out of the smashed plate glass window of Wallis, his body jerking as arterial blood spurts, drenching the long cougar-print dresses drooping from their circled hangers.

And yes, I do feel better now, thank you very much.

Press Release: The Fear Returns

(Photo credit: Wikipedia)

The #UAEPR hashtag on Twitter was started by @theregos back in the days of yore, as he and I were swapping tales of woe from our experiences at the hands of the UAE's public relations practitioners. I had forgotten and thought it was me, @mrtompaye or @dxbmaven wot done the dirty deed first - but it would appear not.

#UAEPR is amusing; a sustained howl of pain from various media and bloggy types sharing the abuse we are all subjected to by the sort of drooling idiots who think sending breathless blipverts about car washing 'solutions' to people with absolutely no interest in car washing is a beezer scheme. That businesses are actually paying these clots to irritate an audience that buys its ink by the barrel is a source of never ending, childish wonderment to me.

It is from this stable that this week's highly popular press release about Bapsy's Brilliant Books came, a communication that ticks every box in the multi-layered mixed metaphor that is the Mille-Feuille Of Wrong.

And it is from this - gloriously Augean - stable also we are gifted with the following, sent to me on Monday of last week.

Dear Alexander,

I hope you are having a lovely week.   

It is with great excitement that we share the news of Coca-Cola Egypt's  Ramadan Charity Campaign #ثانية_تفرق, set to dominate social media platforms in Egypt and beyond.

This festive season Coca Cola is giving back to the Egyptian community by replacing their always hotly-anticipated television ads with a unique campaign against prejudice rolling out exclusively on digital media. Their TV ad budget is instead being poured into their  project of developing 100 villages. In recent days they have also galvanised Egypt's digital population, pledging that for every post featuring a finger raised against prejudice (symbolising one extra second) they will donate one additional pound to their project.
Kindly find below the press release for your reference. Please do let me know if you need imagery or any additional information as it would be a pleasure to assist.   I look forward to hearing your thoughts!   

Warm regards,  

Kristina

Fascinating, indeed. A press release - naturally packed with highly assertive language - that begs more questions than it answers. The 'press release below' was just an Arabic version of the above text and some YouTube links to Arabic language videos about people with disabilities drinking brown stuff. I naturally shared my thoughts with Kristina in the form of some questions about Coca Cola Egypt which her email to me raised:

1) How will the campaign dominate social media platforms in Egypt and beyond? What sort of metrics are you using for this goal and what will success look like for you? 

2) How are Coca Cola's TV ads hotly anticipated? Do you have any statistics regarding consumer reaction to the ads and how anticipated they are? 

3) What is Coca Cola's Ramadan TV ad budget for 2015? Is this the same as 2014? Can you confirm this is all being spent on social good programmes this year? 

4) I'm not aware of Coca Cola's programme to develop 100 villages? When did it launch? With what goals? What form has it taken in the past? What has it achieved so far? What villages, in which regions of Egypt, are being assisted? 

5) What will Coca Cola be doing for these villages in 2015? 

6) How has Egypt's social media population been galvanised? Do you have figures of posts, engagement, reach to substantiate that? 

7) The raised finger in a selfie signifies one extra second of what? 

8) A finger raised against prejudice in Egypt is interesting. Which prejudice in particular, or all prejudice? Can you confirm that Coca Cola's definition of prejudice includes prejudice against gay and Lesbian people? 

9) What is Coca Cola's existing donation for Ramadan 2015? Is there a cap on how much it is willing to donate as part of this campaign? What is the maximum Coca Cola will donate? 

10) How does Coca Cola think this campaign will benefit its brand image as a purveyor of soft drinks?

It's nearly a week now and I haven't heard back from her. I'm sure the team has been beavering away gathering proof points that will back up the bold assertions in her email. Or perhaps I got caught in her spam filter, which will be doubtless more efficient than mine - which appears to have ceased to work for some reason.

Mind you, it's possible she wasn't being sincere when she said she was looking forward to hearing my thoughts. But I can't quite believe that.

It was clearly such a sincere email representing such a sincere campaign...

Web Strategies For Authors

(Photo credit: Wikipedia)

Ugh. Even the title of this blog post makes me want to heave. But, like it or not, as a writer you're going to need to work out how you define yourself on The Tangled Web. Remember that one - when the marketing nongs who gave us 'the cloud' and 'the Internet of things' coin that as the next bigbig thing, you can all queue up to give me the credit for inventing it.

Suit: "We're defining the solutions that will make sense of TTW and simplify the muddle of the interconnectedness huddle."

Lesser mortal: "Sorry, TTW? What's that?"

Suit (smugly): "The Tangled Web. Duh."

Wow. I haven't said a thing yet and I've already managed to completely derail myself.

So. Authors. Websites. Basically, you're going to have to work out what you do about websites and the like. For myself, it was all nice and simple. When I published Olives - A Violent Romance, I started a blog of the book and a book website. At the time I worried a little about whether that was the right move, or whether I should have an Alexander McNabb site that had the books in it, but I was greedy for SEO, in part because Olives is such a pants title for a book (long story) and in part because it doesn't really matter what you do for a day job, you're too close to things when it's your own work.

The blog of the book was a clear content-led promotion play and launched in January 2012. I kept it going until around May 2013, by which time I was so exhausted by book promotion I could barely look at an Olive, let alone write about the blasted things. The blog was basically an ongoing discussion of the book's content, quoting bits of book and discussing the ideas, concepts and situations behind each quote. In total it's pulled about 24,000 page views and is still averaging a little under 400 views a month. That's not bad, really, but when you take McNabb's Law Of Clicks into account, it's not a very big hill of beans.

The book's website was nice and easy to do: I used Blogger as a CMS (Content Management System), because it's the Barney of CMSs (Wordpress is immeasurably more powerful, but complicated. Blogger is all primary colours and simple steps) and the introduction of multiple pages meant it was just fine for simple sites. I had a little help from +Derrick Pereira who knows more about the under the bonnet stuff than I do - other than that, it's simple enough for an averagely connected person. The website's pulled about 17,000 views since December 2011 when I launched it, which isn't actually much as it was the landing page for most of my Tweets and Facebook posts - but it's nice to have somewhere to send people to get more information on your book before you launch them at Amazon to close the deal.

The Beirut - An Explosive Thriller website launched a year later and has pulled about 14,000 views, while Shemlan - A Deadly Tragedy has a measly 4,000 - a reflection on how increasing weariness has negatively impacted the amount of book promotion I've been doing, really. Perhaps interestingly, particularly as a test of the previously mentioned Law Of Clicks, Olives has seen 2,000 clicks on the 'buy Olives' page, Beirut has pulled a tad more (but possibly that's Lebanese politicians who thought someone else might be selling the city cheaper than they are) and Shemlan 1,000 clicks. Those clicks on the 'buy the book' pages have not translated into an equivalent number of book sales, believe me.

I decided on a simple common naming convention, olivesthebook.com and so on. Clearly I wasn't getting Olives.com or Beirut.com. And, of course, I put the address of each website into the books themselves, alongside alexandermcnabb.com.

Alexandermcnabb.com was originally just a redirect. I snaffled the domain (from whois.com, where I do all my web stuff) but didn't really get around to doing anything with it except redirect the URL to this here blog. After a while I bit the bullet and put up a simple, five-page site using Whois' Sitebuilder, which is a very simple to use but really quite powerful website template manager and CMS.

That 'strategy' has now run its course. I can't go on launching a new website for each book, apart from anything else it's costing me $9.98 a year in domain registration fees for each site. So over the weekend I pulled the primary content from each book website and put it all under alexandermcnabb.com, giving myself a 'proper' author website by taking Whois' 20 page package, rolling up my sleeves and structuring the site to be very book-centric. There are now six books up there (including the appallingly neglected, some would say justifiably, Space) and there's room to add more without increasing cost. The content is just as searchable as it was in the book sites and I'm not losing millions of links into those sites with the move.

If I could do it all again knowing what I know now (bear in mind that back in 2011 I had no idea I was going to go on to write and publish more books), I'd have gone straight for an author site with the books under its aegis. It simply makes more sense, introducing readers to other books I've written and giving a core property to link to. The Whois Sitebuilder product is actually pretty powerful and includes multimedia, social links and even a shopping cart if you're minded to go down that road.

I wouldn't have bothered with the Olives blog, either. I'd have abused this blog more and built links from it to alexandermcnabb.com rather than the Olives website.

If discussing all this has helped you to think through your own web presence as an author, I am glad. If it has bored you senseless, sorry about that but remember no refunds. If you want to pop over to my shiny new website, it's linked here for your listening pleasure. Please do remember to wipe your feet before you go in.

IzaKaya Dubai: Of Japanese Times Gone Bi

This delicious image was brought to my attention courtesy Mr +Gerald Donovan*, whose laconic 'Was she indeed?' on Twitter opened up the new worlds of alternative meaning caressing this otherwise unremarkable attempt to breathe life into a daft advertising-led 'social media' campaign for the Izakaya Japanese restaurant at the JW Marriott Marquis in Dubai.

Launched, in time-honoured ad-agency style, with a press handout highlighting that most tremulously newsworthy of events, the launch of a Dubai Taxi bumper sticker campaign, the campaign will now delight many people in ways its instigators had - we can only presume - never imagined.

And of course now we enter a whole new - and infinitely more entertaining - world of extrapolation and exploration. From being a side salad to a Dubai taxi, Iza Kaya is now elevated to the status of a little avocado mystery. She was, but is no longer. Its all rather fascinating - what happened to change her? Was it a slow jading of the palate or a bite of life's bitter lime that transformed her? And while she might not be of that shade any more, there's a certain colourful 'frisson' about her now. Would she go back? Or are her emerald charms now set firm only for the less gentle sex?

We are all schoolboys...

*(He's @gerald_d on Twitter, but Google+ likes to intersperse itself and suggest G+ links when you start throwing Twitter's trademark @ signs around.)

Dear Blogger

A pebble.

I have increasingly become the target of press releases and media invitations, some sent using a system called Cision, which PR companies subscribe to, and some sent using proprietary lists. I don't mind getting them, to be honest. They are occasionally entertaining albeit rarely - if ever - relevant to me in any way.

Consequently, I'll get updates when the international governing body of aviation is announcing we're flying more now than ever or when a company is launching a new wireless networking adapter for small to medium enterprises and wants me to kindly 'cover' it. At one stage I was getting a lot of press releases about uninterruptible power supplies but these stopped abruptly. I suspect the client took a look at #UAEPR on Twitter, hauled his agency out back of the building and shot them like dogs in the street.

I can't remember if it was I started #UAEPR, @TomPaye or @TheRegos but the hashtag has collected some of the more entertaining examples of witlessness and the occasional sound of a screaming journalist pushed beyond reason. It's a little like having a drum kit in the office, it's therapeutic and cleansing and probably a lot more harmless than what some would call 'direct intervention'.

As well as the almost inevitably irrelevant nature of the announcements and media invites, one can't help to be charmed by their breathless tone. 'Hi. We've compiled an infographic of the density of chewing gum on London's streets and thought it might be interesting for readers of FAKE PLASTIC SOUKS, I've attached it but can send you a hi-res file if you like.' Occasionally the mail-merges go horribly wrong and you get addressed as 'Dear ,' or some such. One highlight was 'Dear , I hope you're having a great day!'

I was until now, yes thank you.

You might think I'm hardly in a position to throw bricks, given the day job. And you may well be right, but I'm not letting it stop me. When the agency I work for used to do a great deal more media relations work than it does now (we hardly do any and we almost never send out press releases. I think we've sent out one in the past year), I like to think we worked to a slightly higher standard, that it was about respecting the people you're dealing with and working to ensure that there was an exchange of value that made the interactions we had personal, pleasant and fruitful.

Of course, being targeted as 'a blogger' or a 'social media influencer' is slightly different. It's harder to do that exchange of value thing, because you're not really helping me to do my job by exhorting me to write about your innovation in right threaded sprockets. I don't run a right threaded sprocket magazine. And all too often you just come across as a user. You want me to write about your asparagus promotion so I can 'influence' the people who read my blog or Twitter feed. Then you can show your client you have been successful promoting their interest and they will give you money. Someone in this seeming trifecta is coming across as a donkey.

Do I like asparagus? You haven't bothered to find out, you've just sent me one of your 'Dear ,' emails. Do my readers like asparagus (do I even know who you guys are?)? Do I wish to serve my readers better by giving them more information about asparagus? Not really house style, is it? You might have a chance if you do a Dubai style three hour Bolly-laden brunch in which every dish is based on asparagus, including the desserts. That'd be worth a post, I'd reckon. And no, I don't actually want to come to your hotel and eat asparagus with you and the communications team pretending to like me.

I'll give Nokia credit, actually their agency, D'Abo, for managing a brilliant intervention when I hurled my Android mobile at a wall one night. Contextually appropriate, timely and sensitively managed, they had my much-beloved Lumia in my hands within the day and handled it so fluidly I barely saw them coming until it was too late. That was something of a rarity, I have to say.

What triggered this self-serving, snotty wee rant, you might ask? I was sent a media invitation to a mobile handset launch last night which commenced with the immortal words 'Dear Blogger'.

This.

Look, if you want access to my tiny and frequently mystified readership, that's no problem. I'll sell 'em for a pebble, honestly. Most of them are cut-purses and charlatans anyway. All you have to do is bother to read the blog. Find out if there's any commonality or relevance to what you're pitching. Work out how likely I am to bite you for calling me out of the blue and suggesting I might like to 'depute a journalist and photographer' to your office opening. Perhaps consider the fact I have a day job and a busy old time outside that because of the writing addiction and never, ever write about the thing you're selling. And then maybe, just maybe, you might decide to pass me by. And that's just fine by me, Dear PR.

I hope you're having a great day.

A Question Of Mobiles

It's a long story of no interest to anyone but myself, but hell, this is my blog and if I want to be a boring old git, nobody can stop me. Bwaa haa haa etc.

I bought my first mobile - in 1994 - under enormous pressure. I hated the idea of carrying a phone around with me and loathed the sort of people you saw hefting the things around - all blue suits, white socks and green ties. Dom Jolie and so on. But then I started publishing a weekly and needed to be available in case anything happened at the printing press.

I got an Etisalat 'HudHud' - a rebadged Nokia - and the extra life battery pack. I'd been covering telecoms in the Middle East since the days of the car-phone, so the HudHud was quite impressive. It was a portable rather than a luggable, but the extra battery pack was the size of Luxembourg. Apparently a HudHud is a desert bird. Who knew?

A succession of Nokias followed. The houbara bustard sized HudHud got smaller over the years - as did the outrageous phone bills. Going from writing telecoms magazines to handling the communications strategies for telcos, I soon had a pocket full of SIMs and a deep-rooted sense that telcos simply didn't understand data. 

Telecomms people used to look down their noses at datacomms people. The telephone was mightier than the modem. I'm serious. And it started to become clear that the world's dominant handset maker had the same legacy attitude. The Nokia 6310 - I would still argue the company's brightest moment - remained resolutely mono, mini-screened and app-free. It never transitioned to a new generation, Nokia failing to understand technology adoption models and so lurching from inflection point to inflection point rather than offering users a smooth transition through iterations of an evolving platform. In technology, discontinuity invites disloyalty - users have an incentive to switch platforms if their investment in your new new thing compared to their investment in your old new thing is the same as the investment required to adopt your competitor's new new thing.

It's a thing thing. Trust me.

And the 6310 was where I got off. I clung on for ages, but nothing happened. No new model, no colour screen, no data evolution. No clear upgrade path. Time to get a Sony Ericsson, then.

What do you get when you mate an oyster and a brick? The Nokia Communicator. This was the 'future of the smartphone' and I wasn't buying. But then the Sony Ericsson experience was awful, too. Back to Nokia, which by now had colour screen 'smart' phones such as the N86 and N93. But the store (to become the ill-fated 'Ovi store') had nothing in it. No backgrounds, ringtones, apps. Nokia invented the smartphone and invented the ecosystem. It's just they didn't 'get' that an ecosystem needs to be populated, otherwise it's just barren terrain. They were a phone company playing at computers.

Boy Jobs, of course, coming at this from a computer perspective (one of those dirty 'datacomms' people, don't you know? Absolute parvenu, dahling) got it in spades. Nokia was still laughing as the water in the bath warmed up and his scalpel sliced through their sleepy carotid.

Which left me with a dumb smartphone. I stomped off and went for Google's Android. If I'm honest, I was probably a little bit angry with Jobs for killing 'my' mobile but more angry with Nokia for not understanding (them and the telcos, too) what he understood - that a mobile is a computer, not a phone. An access point to an ecosystem full of super toys and fun things. The terminal device in a rich data-driven world of high bandwidth always-on gloriousness.

It was after I'd flung my incessantly-crashing HTC at a wall that Nokia got in touch and slipped a canary-yellow Lumia my way. I loved the handset - still do. I don't like Microsoft, never really have. I hated them as a journalist (I still treasure 'official' letters of complaint from them) and never really learned to love them as their Middle East PR guy (I was, for something like five years). I tried, Lord knows I tried. But behind Barney lies an arrogant, mean, machine.

I wanted Nokia to win, to come back and show us it had worked things out and understood what was happening. I wanted there to be a third way, an alternative to Google's Moonie-evangelistic ubiquitousness or The Church of Jobs.

It's no use. It's game over. Microsoft has deleted Nokia and it's now clear that any innovation in mobile applications isn't going to be starting with Windows. Developers can't be bothered to port their apps to WinPhone and every other kid in the playground has shinier toys than me.

Now I'm in a real pickle. I can't make my mind up and it's been killing me for weeks.

Android or Apple?

Wakeboarding On Cranberries

Now here's a thing you don't often see me sharing on the blog - a piece of video. I happen to like this video very much for a number of reasons and consequently thought it was worth sharing.

Have a watch. It's a little over 8 minutes of HD fun. Come on back when you're done.

Wasn't that fun? I've long been a fan of Red Bull's communications: they must stand as one of the first brands - perhaps the first brand - to understand the world's changed and it's no longer all about them. Red Bull creates great events, great content, great stories about people and their achievements and takes a back seat as it does so.

Sure there's branding in there, but it's not about Red Bull helps wakeboarders perform better or indeed all about them at all, the branding's usually pretty subtle. From the now famous 'Flugtags' through music events like the Red Bull Music Academy (reported on here extensively by Hind Mezaina) taking place this week in Dubai to sponsoring extreme sports, Red Bull has worked to foster and build communities and take its place in those communities as a welcome participant - a respectful participant in the conversation.

That's an amazing thing to do. IBM did it by spending $10bn on supporting Linux, transforming itself from being the 'Blue Meanies' in developers' eyes to being a respected member of the Linux community. Red Bull has done it by working with communities, creating great events and building streams of cool content out of that work.

The video's voice over, you'll note, is the cranberry farmer explaining how cranberries are grown and talking about his business. We focus on a guy who makes boarding ramps. Nowhere in the video is a shot of Red Bull cans or cheesy shots of young people snarfing Red Bull and having a great time. A logo on the wakeboard, one on the ramp and the titles. That's it. Nobody says how much they love Red Bull, nobody points at or drinks from a can. They didn't even brand the damn cranberries.

And I love it...

Salam, Bloggers! The Arabian Nights Village in Abu Dhabi wants you!

(Photo credit: Wikipedia)

It's one of the most witless emails I've received in a long time, from a company calling itself 'Smart Comms' and a bloke who's given himself the job title 'Digital Scientist'. You can tell we're in trouble already, can't you?

David, the digital scientist, wants to offer all UAE bloggers the chance to qualify for a free-of-charge stay at the 'Arabian Nights Village', apparently a one of a kind cultural experience in Abu Dhabi. That's it, that's all the detail in the email. All bloggers have to do to 'qualify' is send David a list of their social media followers, specifically:

1) Unique Monthly Visitors to your Blog:
2) Twitter followers:
3) Instagram followers:
4) Facebook fans:
5) Other Social media footprint?

Based on these numbers, presumably - rather than any qualitative or content based analysis, David will work his 'digital science' and select bloggers to join in the 'exciting activities' at Arabian Nights Village.

Presumably David will find this post one day as he trawls the UAE's blogs to find new victims for his 'digital science'. So here's a message for him that is infinitely more satisfying than replying to his email.

Look, David. I don't want to go to 'Arabian Nights Village'. I don't know what it is, what it does, what it's like or even who's behind it. I'm not particularly interested, but you've hardly piqued any shred of residual interest I might have had. I certainly don't want to "take a first-class Desert Safari and stay in houses inspired by Emirati lifestyles from throughout the ages" - not that I'm uninterested in Emirati culture, far from it. But from the tone of your mail, I have the nasty feeling that whatever 'experience' you're offering consists of being hauled around with a ring through my nose and being forced to endure a number of humiliating encounters with something lacklustre before being beasted into posting about it in awed and gushing prose that you would, ideally, dictate. I could be wrong, but that's a chance I'm taking.

I have very little interest indeed in responding to your invitation to validate myself to you by proving I have sufficient followers, friends or other online contacts to jump over your arbitrary bar. Why on earth you thought spamming every blogger/social contact you could scrape from the web with a mail like this would get you any result other than opprobrium, I don't know. I mean, you didn't even take the trouble to address me by name or contact me in any way prior to this. What on earth did you think you were doing? What in the name of all that's chocolate flavoured did you think the 'social' is there in 'social media' for?

Maybe you'll get lucky - maybe there's some rube out there who'll trade his/her twenty followers for a night out with you and your village. But, for the record, David, it's a 'no thanks' from me. Best of luck with other 'bloggers'...

Hamad? Hamad? Who On Earth Is Hamad?

Image via CrunchBase

Yes, the headline on this post does indeed come to you courtesy The Ministry Of Polite Headlines.

The Emirates Identity Authority, or EIDA, has announced a new campaign to 'enhance interaction with customers'. This will no doubt be a source of some considerable glee to many 'customers' who have lacked in some way 'interaction', although I have to say as the whole process has bedded in over the past six years - yes, it has taken that long and yes, they did think it was all going to take six months - there are plenty of points of interaction already.

However, if they see the need to open up another, who am I to complain? After all, I have complained often enough in the past about one-way communications, wilfully obtuse communications and sheer blindingly, infuriatingly mendacious communications. What better than to be answerable to your customers 24x7 at Twitterspeed?

Gulf News carries the story, courtesy of national news agency WAM but labelled as a 'staff report', in which an EIDA official tells them, apparently, the initiative is "in line with Emirates ID’s keenness to consistently communicate with its customers and interact with them through their favourite channels, especially on smart phones and tablets in an innovative way through a cartoon character derived from the UAE heritage."

Hamad is that cartoon character. He comes, apparently, as part of the Emirates ID strategic plan 2010-2013 that aims to enhance customers' satisfaction. He has his own hashtag, #AskHamad, which at the time of writing consisted of two lonely tweets, both carrying a picture of the cartoon character and reading, "Can you guess why I'm here?"

No, Hamad. I have no idea why you're there.

The clincher for me was the fact that Hamad is only going to be there from 12-2pm every Thursday. That's it. You have a two hour window to use the world's biggest always-on real-time communications channel. That's why there are only two lonely tweets there - they haven't opened Hamad for business yet. You wait until Thursday - this baby's gonna trend! Or perhaps not.

Emirates ID already has a Twitter account, @emiratesID_help. Why it needs a two-hour account with a cartoon of a small boy splashed on it, I really don't know.

Anyway, they must know what they're doing. Gulf News tells us Emirates ID won two international awards in social media management last June (the Golden Award for “Best use of social media measurement” and the Sliver Award for “Best use of Communication Management- Public Sector”, says Gulf News.

I have no idea what a sliver award is, but can only assume it's a very small award.

Hotel Chocolat And Brand Positioning Online

Hotel Chocolat, Kensington, W8 (Photo credit: Ewan-M)

We were talking positioning brands online the other day on the Business Breakfast – it's linked here if you fancy a listen in - about the changes in the rules that taking an ‘offline’ brand to the Web entail. As part of that chat, we looked at some brands that had moved the other way – digital brands that have made their way onto the high street. One of the more high profile successes at this has been Hotel Chocolat.

I am, and always have been, a huge fan of this company. Started by founder Angus Thirlwell and co-founder Peter Harris as a business selling mints in 1988, by 2003 the company had become known as ChocExpress, a catalogue-based mail order business (with a website) that included a chocolate tasting club – a concept that was to be core to Hotel Chocolat and a club that today has over 100,000 members.

The trouble was that ChocExpress didn’t reflect the luxurious image that Thirlwell was after for his premium chocolates. And it was that dissatisfaction that led to the product I first encountered in my mum’s living room many years back. It was a luxuriantly packed box of chocolates, more like a hat box than a chocolate box, with a ‘Hotel Chocolat’ room card-key and a ‘do no disturb’ sign to hang on the door while you had your one-one experience with that box of very fine chocolates indeed. The chocolates had individual recipes, lavish descriptions and a little card for you to take tasting notes and send them back to Hotel Chocolat.

Here was an online business with a two-way customer communication mechanism built into its very DNA long before everyone had started talking social media.

The brand, and its promise, was incredibly strong. It was unique, clearly differentiated and communicated throughout the product offering – and the website which took over from the catalogue as the premier conduit for reaching customers. Although Hotel Chocolat was quick to open high street stores, it has been the Internet business that has driven the incredible success of the company which now employs over 800 people and has a real Hotel Chocolat in the Caribbean and its own cocoa plantation to boot. The company has launched a range of sub-brands, including boutique cocoa outlet Roast+Conch and Cocoa Juvenate, a range of cocoa-themed beauty products. There are over 70 stores in the UK’s high streets, five in the US and three in the Middle East. You can nip down to Mall of the Emirates if you fancy a chocolate rush par excellence - the only shame is that Hotel Chocolat's boozy chocolates don't get a look in. Because they, my dears, are very good indeed.

And that website’s still there, reflecting that brand positioning as strongly today as it did almost ten years back when I opened a posh-looking box of chocolates in my mum’s living room and was transfixed by the painfully smart marketing that met my eyes just before I lifted the paper covering to reveal the rows of little shinies underneath.

You know, I might be lying about the positioning. It might just be all about the chocolate after all…

For Whom The Trolls Troll

(Photo credit: Wikipedia)

Australian marketing website Mumbrella has a habit of unmasking Twitter #fails and so its eagle eye was fixed on the hashtag #SocialCV after Melbourne based PR agency Porter Novelli announced it was going to canvass for account executives based on the top three tweets on that hashtag.

Mumbrella was right to keep an eye out – it wasn’t long before Twitter decided to have some fun with the hashtag and sure enough, little storm clouds formed over the teacup - if you can't be bothered to look for the hashtag, some choice examples are linked here.

There are those who think the stunt was ill-advised, that perhaps the search for talented communications consultants could perhaps be filtered in ways beyond 140 character statements. There are those who can’t see what all the fuss is about. But in between there have been a large number of very witty tweets indeed, the vast majority at the unfortunate agency's expense. The hashtag trended in Australia, natch.

Although Porter Novelli was initially slow to respond (in Twitter terms), the agency came out with a response on Twitter and also took to Mumbrella, claiming its ‘plan for the trolls has worked’. The response calls on brands to better understand social media, which doesn’t really help matters when you've just been roundly spanked by Twitter.

To sum up what happened, an agency made an ill-advised attempt to show it was ‘down with the kids’ by using a hashtag to recruit, was lampooned and then tried to justify the campaign with a ‘we meant to do that’ response. Significantly, its claim to have planned to manage the trolls showed just how out of its depth it was – there were no trolls, just people having a laugh at what they thought was a dumb idea.

Knowing the difference between those two is actually quite a critical skill – people who disagree with your point of view or actions aren’t trolls, they’re people who disagree with you. Trolls are people who are intent on harming you – and there’s a world of difference. You can reason with people who disagree with you – or you can see their point of view and ‘fess up for getting it wrong. But you can’t reason with people intent on harming you. You can only put your point of view for the benefit of any watching and move on.

Trolling is a recognised Internet based behaviour, although firmly founded in the school of offline human nature that ties cats to lamp posts and stones them. It’s vindictive and nasty and frequently hurtful in the extreme. It’s couched in the concept of anonymity and so trolls rarely carry much reputational weight. It's usually personal - highly so. It's sort of hard to troll a corporate...

Going back to good old fashioned communications planning, what Porter Novelli actually faced was a negatively elective audience, not trolling.

And it was, IMHO, a negatively elective audience entirely of their own making. So no, Tubbs, the plan didn't work...

That Was The ArabNet That Was

(Photo credit: carrierdetect)

It's been a hectic week, hence the lack of posts. The ArabNet Dubai Digital Summit sucked down more time than I'd ever have thought it was going to - but what a time it's been. The week's flown by in a whirlwind of panels, chatting, eager startups and blethering about all things online.

Not even HSBC's decision to mount an insane war against their SME customers, reported upon excellently by the Al Arabiya English website, tempted me to post. Truth be told, there just wasn't the time and anyway, what could be possibly said that would make any sort of sense of a bank unilaterally shutting down business accounts in the United Arab Emirates with just 60 days' notice - just before the summer and Ramadan coincide to ensure 60 days' notice is insufficient?

Even HSBC's assertion that it 'remains committed to the SME market' wasn't enough to break the ArabNet spell. Although now looking back on the story that comment still provokes wide-eyed astonishment. We've wiped out the Marsh Arabs but remain committed to all indigenous peoples. Right.

I got to have a little gentle fun with banks myself at the ArabNet banking solutions panel, when Graham from Radical outlined some of the cool stuff his company had been doing with banks internationally and the very brave Pedtro from Emirates NBD took to the stage to speak for the Middle East's own banks. Perhaps starting the panel with the assertion that all Middle East banks are rubbish wasn't terribly PC of me (I realised my introduction to the topic had turned into a spittle-flecked rant only when the audience started to turn into a mob hefting burning brands and demanding to march on the monster), but I thought if we could all agree that basic principle, we could then move on and not spend an hour throwing custard tarts at Pedro.

And that's the way it worked out, generally - but I came away from the session with the feeling that people like Pedro are fighting against legacy systems and legacy-minded management, while banks in other parts of the world - leaner, meaner and generally more competitive - are providing some really smart digital services. You wonder what's holding us back and then something like HSBC vs SME happens and you realise that yes, it is pretty nigh hopeless.

I enjoyed many of the talks and panels I attended at ArabNet, there were few 'duffers' in the mix which was a blessing - and with three tracks on the go, rare was the moment when something interesting wasn't happening somewhere. Skills marketplace Nabbesh was raising money on startup crowd investing platform Eureeca, Wally got Dhs 1.5 million funding for its blisteringly smart expenses tracking app (it scans receipts and lets you track locations, venues, expenditures and the like), Restronaut took everyone out for dinner (the latest brain-child of Make Business Hub founder Leith Matthews) and private car booking service Careem offered everyone a free ride. There was a lot of stuff going on, I can tell you.

I had the dubious honour of being the last speaker at ArabNet Dubai and so was surprised to find a packed room in front of me - that's a testament to the engagement and commitment of the audience at the event. There were a few grumbles of 'three days is too long' but I'm not so sure, myself. It wasn't a stretched out agenda by any means. Anyway, I spent fifteen minutes gibbering and railing at the audience in tongues, the usual shamanistic display of erratic behaviour. And then I got to lead a panel on women's content and branded content. 

With one client and three publishers on the panel, it was always going to be hard to get a good challenging debate moving - and the publishers were determined not to have the fight I was so keen to goad them into, so the panel was a tad tamer than I'm used to. Tragically, we didn't have the Twitterfall displayed on the stage monitors, so couldn't see the howls of outrage taking place on the projected screen behind us. As the panelists talked about why marketing managers didn't understand women in the region and why women's content was Chanel and handbags, a furious cry rose from the significant female element in the audience who felt women were, well, worth more than that. I couldn't see it and so the opportunity to square the circle between audience and panel was lost.

And then, in a trice, it was over. The developers' awards saw Lebanon taking the trophy and a couple of hours later, the Atlantis conference centre was back to being a vast expanse of strange nautical primary colours and Dubai was filled with little pockets of partying geeks and, no doubt, a very relieved and exhausted ArabNet team.

See you there next year!

Confession: Spot On was an ArabNet partner

HSBC Predicts Internet Banking Growth. Shock Horror.

(Photo credit: Wikipedia)

In an interview with Gulf News, an executive from HSBC has predicted a rising trend in the adoption of technology. This is the kind of insight we have come to expect from the bank that knows in Beijing bicycles are a mode of transport, while in Dubai they're used in the gym.

The interview goes on to tell us that mobile technology adoption is on the rise, while m-commerce "is good news for consumers who will experience the benefits of greater convenience and ease of access."

Astounding. It's like Paulo Coelho's entire body of work squeezed into a single, punchy sentence. I could feel my life changing as I read that. I had never before considered the possibility that mobile commerce would allow greater convenience and ease of access. It's one of those moments, you know the ones when the world suddenly seems, well, a little different. Something has shifted. Something has changed.

Apparently HSBC has a mobile banking solution, which was launched on the UAE Apple app store in November 2011. It's also available on Android and BlackBerry. That's news to me, but I'm just one of their customers so see no reason why I would be told. The application, developed by Montise, allows account access, balance, movement of funds between accounts and bill payments. All you need is your Internet banking PIN, password, memorable information and your HSBC Secure Key (which is a small hardware device designed to make Internet banking more frustrating than it need be).

HSBC has apparently conducted research on the factors inhibiting the adoption of Internet banking. While that research is alluded to in Gulf News' piece, the results are not. We are told merely that a third of HSBC's customers are using Internet banking, while half of those are inactive.

I'm one of the inactive ones. I couldn't remember all the usernames and passwords for phone banking and Internet banking both. Username, password, the sequenced genome of a pipistrelle bat, six digit PIN, memorable information, ten digit phone banking identification matrix, internal diameter of a six tonne bow thruster, date of birth, the names of six different violent mammals, secure key entry. I don't even have a secure key. Sarah does. She loathes it with a passion. I wonder if perhaps the sheer richness and complexity of information required to access these services would not count perhaps as one of the inhibitors? My real bank just wants an Internet banking account number and password and hey presto, I'm in.

The study, apparently, revealed that it was important for HSBC to raise awareness about the benefits of online banking.

I can't wait.

The ICDL Social Media Release

After much commentary online, particularly on Twitter, I offer you the unexpurgated text of the ICDL Social Media Release, as sent me, for your elucidation and enjoyment. There are many gems in there, from an inauspicious start with the assertion that social media has revolutionised the way we interact within two decades. In fact, two decades ago there was no Internet at all in the Gulf.

The 'money shot' for me personally is the assertion that 'the Internet is full of billions of people', which has a certain charm to it, I feel. You are, of course, free to select your own highlights...

ICDL urges social media caution for GCC youth

Facebook users in Emirates and the Arab world reached over 45 million as of end June 2012

Dubai, UAE (27 May 2013) – Within less than two decades, social media has revolutionised the way people interact with each other. ICDL GCC Foundation, an organisation that promotes digital skills and cyber safety across the Gulf region, believes that while the technology is here to stay, people must continue to exercise caution in sharing personal information online so as to avert cyber threats.

Jamil Ezzo, Director General of ICDL GCC, said the need to address online safety in using social networking is particularly significant in the Gulf where smartphone and Internet penetration rates are high, and children have access to mobile devices.

“Facebook, Twitter, YouTube, Instagram, LinkedIn and Tumblr are social media tools that have now become household names and their influence as a communication channel continues to increase. In the Middle East and North Africa, we recently saw how social networking sites can bridge communication gap. However, we must remember that despite being effective vehicles of social interaction, social media can also be abused and exploited by people with malicious intent,” said Ezzo.

According to the Arab Social Media Report published by the Dubai School of Government, Facebook usage in the Arab world has almost tripled in the last two years to reach over 45 million as of end June 2012 – about 50 per cent higher than the 37.4 million recorded in January of the same year. Out of the countries surveyed across the Middle East and North Africa (MENA), those in the GCC posted the highest Facebook population in the region.

The report also noted that youth (those between the ages of 15 and 29) represent the majority or 70 per cent of Facebook users in the region, a number that has been holding steady since April 2011.

Ezzo said the figures point to a widening adoption rate of social media technology among young people. Users, who are often not aware of the security or privacy setting of various social networking sites, are more prone to fall victim to cyber-attacks.

“Facebook has undoubtedly been a major game-changer in the social networking sphere. Globally it is reported to have over one billion users. According to an independent survey, if Facebook was a country, it would have the world’s third largest population, more than twice the size of the United States,” Ezzo explained.

“This gives us an idea of how vast the social media community is growing and how potentially dangerous it can be for young users. However, parents can help their children use social websites more safely by first talking to them about why they have to be cautious online, and how they can protect themselves from cyber predators.”

Oftentimes, according to Ezzo, many children find it difficult to distinguish between real life and virtual life. However they use social media – whether to play games, interact with friends and family or post videos and photos – they should understand that the Internet is full of billions of people who can access their personal and private information with just a click of a button.

In a bid to protect children from cyber threats such as addiction, bullying and exploitation, ICDL GCC Foundation has partnered with law enforcement agencies as well as educational and other concerned government organizations across the GCC countries, to visit schools as part of a campaign to raise awareness on the subject amongst teachers and parents.

“We encourage parents to talk to their children about social networking. They can even make this a family affair. By being their children’s ‘friends’ online, parents can monitor their activities and list of friends while networking,” he said.

Most importantly, however, children should be trained to be able to recognise potential threats or messages that make them uncomfortable and to step up and call their parents attention whenever this happens.

“Some of the information children post on their social network pages, such as age, can make them vulnerable to scams and cyber-attacks. Parents should also warn them against divulging personal information to strangers and setting house rules, such as the length of time one can use the Internet, can go a long way in securing your children from the possible dangers of social media,” he commented. Ezzo concluded “Internet and handheld devices have removed all geographic boundaries and conventional discipline. By giving our children unrestricted access to the world for good intention, we are also exposing them to the world’s lures and dangers. Hence, protecting them from being exploited is an individual and institutional responsibility by raising awareness among them on the responsible and safe use of technology.

-ends-

Careful What You Tweet For

 (Photo credit: Wikipedia)

Gulf News today carries a roundup of recent cases of bloggers and tweeters in trouble around the Gulf and it's an extensive and growing list.

Flagged as being 'with inputs from AFP', 60% of the story is lifted directly from an AFP file, (the rest being made uo of this report from Habib Touma, which is the only bit available online) but we mustn't cavil, must we?

Tweets aren't a joking matter anymore - imagine facing this one in court: "undermining the values and traditions of Bahrain's society towards the King on Twitter". The six Bahraini 'tweeters' who did have just been sentenced a year in prison for 'misusing the right of free expression'.

It's as neat an illustration of the conundrum posed by social media in the Middle East as you're likely to get. Here we all are in possession of these powerful and far-reaching technologies that support widely sharing information and opinion and when we use them we're suddenly very far above the parapet indeed.

All this freedom of expression stuff suffers from the problem that it is, of course, that it's an absolute. You're either free to express or not, surely? But then we also apply 'filters' to that absolute in the West (whilst being all to ready to be scandalised by the hypocrisy of societies that don't allow total freedom of expression) - incitement, hate speech, holocaust denial and a number of other things our society deems to be unacceptable.

We also saw how fragile our freedoms are when British Prime Minister David Cameron, faced with lawless rioting across the country organised via Facebook and Twitter made it clear he would favour 'switching the Internet off'. That's the kind of thing despots do, isn't it?

The trouble is, of course, that government is government the world over - there's that lovely definition of democracy - "Say what you like, do what you're told." which works well as long as when you say what you like it doesn't have the benefit of a platform open to every man and with enormous power to allow messages to be shared and reach audiences far wider than are possible with 'traditional media'. Let's not forget, there are now over double the number of users of Facebook Arabic in the Middle East and North Africa than there are newspapers sold every day (in English, Arabic and French combined) in the region. That's Arabic alone - most users in the region still prefer the English interface, whatever language they are posting in.

It doesn't take insulting a leader or inciting religious hatred to get into trouble with the law on Twitter - you can just break any old law that would have applied in the 'analogue world' - for instance, a lady was fined Dhs 1,000 in Dubai earlier this week for calling an Egyptian gentleman 'stupid'. The law in the UAE does take the issue of personal respect very seriously indeed - it's not something limited to the rulers alone. So, logically, calling someone stupid on Twitter could potentially open you up to a Dhs 1,000 fine.

It's a reminder - whether you're going to put your life on the line for something you believe in or whether you're just sounding off. The law is peering over your shoulder - and those little 140 character blipverts are subject to its full might and weight...

News Management At Twitterspeed

(Photo credit: mkhmarketing)

"Every minute that passes the poison is spreading into the system to all sorts of roots and you need to find a way to cauterize that very, very quickly."

That rather glorious quote comes from a chap at number 10 Downing Street, talking about news management and Twitter. It's carried in this piece in the Guardian. The piece looks at how the relationship between compliant journalists and dissembling politicians has moved to the Twitter age, in particular No. 10's intention to hand out 'Twitter exclusives' to journalists.

The quote is one of the scariest things I've seen in some time. While it recognises the viral nature of information movement in this connected age, it's the characterisation of information as 'poison' by political communications people I find unsettling. We're all enjoying new levels of transparency and demanding, in fact, better transparency from the people and organisations we support. Information as poison is counter-intuitive to that.

Of course the great challenge facing journalism is the direct nature of networked communications. I am in contact with my audience and don't need a journalist to filter or agree to carry what I have to say. Likewise, my audience has pretty much, by following me, decided it wants to hear what I have to say from the horse's mouth. This direct communication avoids the pitfalls of editorialism, whereby a third party decides whether what I have to say is important or relevant to the majority of an averaged audience. The development of that process to a high degree of refinement gives us mainstream banality such as CNN or Fox. But now people with special interests or a particularly strong interest in a given area or topic can go straight to the source, create their own feeds of information and even their own magazines.

We have many ways of presenting and consuming news - one of which is journalists who are now fighting to match information that's flowing at breakneck speeds. Along with that comes a loss in quality of information, with mainstream media dropping their standards to meet the exigencies of time and therefore adding immeasurably to the spread of that terrible poison.

Easy, then - give journalists you can trust to toe the line privileged access to information that allows them to do a better job of analysing and presenting it. That way, you get your side of the story out to some important multipliers and the journalist gets the head start they need to compete with Twitter-speed. You also have a neat control mechanism, because the second a journalist gets into that sort of cosy relationship, they've signed a Faustian pact. Go off message and you're out in the cold.

David Cameron was once negative about Twitter, but his new media strategies have been evolving since 2011 and now conservative MPs are encouraged to "tweet as a muscular force". That's another interesting set of multipliers, because No. 10 can depend on several hundred loyal MPs to RT what the PM had for breakfast. As long as that breakfast is 'on message'.

So what's changed? A compliant Westminster press carrying the government's message, the government media machine leveraging the voices of hundreds of MPs to get a critical mass of 'on message' communications out there at a local level and planned bursts of communication that pre-brief media under embargo to ensure that the 'right message' gets out there.

It's the poison. Like the magic in Terry Pratchett's books, the problem with that poison is it has a nasty habit of escaping. A wonderful example cited in the Guardian piece is chancellor George Osborne's 'Great Train Snobbery', the recent incident where an accompanying journalist live tweeted the chancellor's crass attempt to travel first class on an economy ticket because of who he was. The whole row blew up with blinding force and speed - such speed that there was a press pack awaiting the unprepared and clearly embarrassed chancellor as the train pulled up in London.

The poison had clearly spread...