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Thomas Whitehead |
Now, as in decades past, companies have hosted contests or
encouraged feedback/testimonials from customers and fans using the
communication tools of the day - first messages sent by mail and wire, followed
by phone voting and now, voting through digital media platforms.
And there have been some fantastic digital media campaigns
by brands in the last decade. It is obvious that many brands have taken the
challenge over the last decade to fine-tune and present stellar ways in which
to interact and engage with their targeted audiences.
However, there is still one area where brands are leaving
themselves susceptible to having good campaigns become abused by the misgivings
of, and I hate using the word but, trolls. And that is through open voting and
suggested campaign discussions.
Just yesterday, a Boston radio station, KISS FM, had to
cancel its online Taylor Swift’s Biggest Fan contest after
a 39-year-old man won the contest by actively soliciting votes to “crush the
dreams of these girls.” The radio station had to release a statement
acknowledging the contest was compromised and apologized to their loyal
listeners. But, was the contest really compromised or did the station and its
marketing team not thoroughly prepare for the possibility that literally any
person could receive the votes regardless of the motive? If the station had
planned in advance, they could have established various ways to have some
control on who could win the contest. They could have selected finalists
themselves and then had those finalists voted on by their listeners even.
Instead, they relinquished control by saying whoever has the most votes will
win this contest without thinking someone would try to pull a stunt like this.
Three other quick examples just from the last year:
- Taco Bell had a campaign allowing people to nominate,
vote and decide where they would like to see the company drop off a taco truck
filled with their Doritos Locos Tacos. The Facebook campaign became hijacked
when many people basically launched their own campaign to have Taco Bell (along
with Pitbull) drop
down in the remotest part of Alaska. The end result is probably not what
the company had in mind when they started the campaign. Perhaps they were
hoping for a bigger metropolis than Bethel, Alaska.
- Durex had a similar Facebook campaign allowing
fans to vote where to test their new SOS contraception app for those unprepared
amorous situations. The
winner of this campaign was none other than the exotic European destination of
Batman, Turkey, another remote outpost destination, besting London and Paris.
The company had to cease the promotion of the campaign after it was evident
that Batman was the winner.
- Even McDonald’s is guilty of a well-intended
social media campaign that didn’t have the expected result with their infamous
#McDStories hash tag campaign. The idea was to promote the Twitter campaign and
have people share their positive experiences with McDonalds. Well, the
exact opposite happened as trolls took it as an opportunity to badmouth the
company and create negative connotations with the company. Within TWO HOURS of
launching it, McDonald’s social media management had to pull the campaign
because of the joke it had become.
What can be learned from all of this? Well, several things.
First, when brands are envisioning a campaign, digital or
otherwise, there has to be a discussion about what the worst possible
situations could be, leaving nothing on the table. And this must be creative,
even if it enters into the realm of vulgarity, simply because attackers will go
there if need be and your company has to be prepared for that. SIDE NOTE – it
is now recommended when creating a new name, division, product, etc. to check
Urban Dictionary to make sure your new name is not connected with vulgar slang.
Trust me on this.
Secondly, especially in contests or polls where you are
allowing for customer feedback to determine a result, accept that it is OK to
have final say on the options that they are given. It is your brand; you do
have that permission and responsibility. Perhaps in the Taco Bell and Durex
examples, they could have selected 10 to15 destinations that were big markets
already for them or targeted geographical locations where they wanted to boost
business.
And finally, in the midst of a viral promotion, diligent
monitoring is needed to ensure that a campaign is not sabotaged or hijacked.
The fact that McDonald’s pulled their promoted hashtag campaign in less than
two hours after launching it is very impressive. In that time, they recognized
the situation, assessed the damage and fallout, determined various next steps
and concluded that this was the time to pull it.
My question to you is this – would your brand have been
ready to stop a campaign that quickly if it had gone awry?
Again, with the challenge of people wanting to be more and
more creative on the Web and in this day of anything is a fair target to be the
next meme, it is imperative that companies keep this in mind when they are
developing their next digital campaign.