Read two interesting posts, seemingly not very connected, but actually so. The first one was here, (don’t miss the article it has linked to either) and it talks about brands including an RTI clause in their charter, and anyone from a stakeholder (thats including consumers) to competition being able to demand answers from the company/brand and more importantly, being able to get it. I wonder though, how an RTI clause could co-exist with competitive advantage (brand strategies).
The second post talks about Friendfeed being a great tool for brands since it aggregates the contents from blogs, microblogging platforms, photo sharing services, social bookmarking sites and most possible social media. The snag though is that a Facebook or an Orkut are not accommodated there, yet, and the crowds frequenting the two kinds of sites are not exactly duplicated.
But yes, the connection between the two posts is transparency, and i feel that in india, we have a long way to go before we reach that state. That’s because more than a certain set of processes, we are talking about a philosophy here. In the first digital (mini) wave and its aftermath, when blogs became a corporate mantra, how many companies/brands took it seriously and how many have persisted? For a transparent system to get established and flourish, it needs to start with a strategy thats consumer centric, a strong rationale for why x strategy was chosen over y to achieve a certain strategic objective, the wisdom to understand that we are human, and plans can go wrong, inspite of having backup plans running from b to z, and most importantly the maturity to listen to feedback, accept responsibility and take criticism, but learn from it, fix it and get better.
When i hear people ask for changes in communication strategy based on very subjective likes and dislikes (sorry, its not always purely subjective, i have also heard ‘my wife likes pink’ for a campaign theme color), and when i get this response from them when asked about consumer preferences, and when, on hearing that I blog, I am asked to write good about the brands I work with, irrespective of reality, and when FYI (F*** You Instead – courtesy ‘One Night at the Call centre) responsibility strategies are given more importance than the brand’s performance, and many many more such occurrences, it gives me enough reason to believe that transparency is a long way off.
On an aside, I read here that apparently the blogosphere was abuzz today with the Vodafone ad for iPhone. Interestingly, I saw three tweets today basically asking why the Vodafone customer service couldn’t be manned by people who knew about iPhone. 🙂
until next time, mind set