Every couple of months I drive up to Orford – it’s one of those rare places in the UK where the sky seems a little bigger, and the light a little warmer. Watching over the village is the arresting Orford Ness lighthouse.
What began and ended with a few casual (and easily forgotten) keystrokes for me was the beginning of a chain of thought and real time commitment for Zeb, so it’s really pleasing that by his own account he had an enjoyable time reading an excerpt of the shipping forecast from the lighthouse this morning.
There are plenty of people rushing to judge Eurostar this weekend. The headline on TechCrunch is almost comical – “As hundreds of Eurostar passengers languish, Eurostar ignores Twitter.” On the face of it, it’s rather like saying “As shelves run dry of food, Tesco ignores Susan Boyle.” It’s quite random. TechCrunch’s view of the issue is pretty narrow (as this post from We are social shows.)
The whole communications effort could have been better, and the speed of the social media response is just one symptom – hopefully Eurostar will take some lessons away from this weekend.
Where did Eurostar go wrong?
It’s worth saying that when it comes to PR, Eurostar were unlucky – as ever there’s not a lot of news around at Christmas, and this is a big story which is relatively low effort / low cost to cover. Dramatic though it is, is it really a bigger story than a vulnerable toddler being abducted from a police station? Personally I don’t believe so – but there are unfortunately a lot of angry passengers in the Eurostar story who are able to keep the story running.
It sounds like there was confusion in Eurostar HQ – We are social’s Robin Grant describes grabbing the chief executive for a minute “in between various crisis meetings”, and being sat alongside the Sales and Marketing Director. In a situation as fast moving and high profile as this, the key people could have worked better together if they had been co-located in one room. It would have been good to see Eurostar’s crisis team validate or update their corporate message every thirty minutes, while managing the operational challenge.
I think Eurostar could have picked a better core message – the explanation offered about changes in temperature affecting the trains left more questions than answers. Over time it looked like the company didn’t know what was causing the breakdowns, so it would have been more credible to say “we don’t know what’s happened to the trains, but we’re working as fast as possible to understand it.” There was also an attempt to move too quickly to the final stage of the comms plan – the review and compensation line – when practical operational comms to passengers was needed. Read the rest of this entry »
“The Victorians who watched the early Lumière films did not only witness a new form of entertainment. For many it would be their first glimpse of their French neighbours, or continental architecture. It was a moment which connected cultures. So it is fitting that in the same building we now teach social sciences, politics, and languages. Just as the Lumière brothers did more than a century ago, we are opening doors and connecting cultures. I can’t wait for the moment when, once again, we will be able to do so with the word “action!”.”
The words of my Vice-Chancellor – I couldn’t have put it better myself.
I’ve been busy today with our team launching a £5m campaign to revive the birthplace of British cinema. The Today programme and the BBC News website were really good to us. There is more news to follow, and campaign updates are being posted to www.birthplaceofcinema.com
Our media monitoring stations (powered by EyeTV) exported an MP3 of the Today programme package, which I’ve hosted using Houndbite:
(c) BBC 2009
Houndbite is simplicity itself to operate – effectively a YouTube for audio files – but I’m surprised the embedded version doesn’t link directly to the same file on the Houndbite site. Still some work to do, by the look of it.
Oh, and yes, that is me playing the organ throughout the piece. Angus Crawford (the reporter) took us a little by surprise when he asked for the organ to be played – I hadn’t played in seven years and had to make something upon the spot to demonstrate some of the quirky features of the Compton organ (you can clearly hear the bells/chimes). I’m afraid it comes across as a little funereal!
There’s so much top-notch work coming out of the government comms teams these days that it comes as a surprise to see them cock up something as straight-forward as a press conference backdrop.
The shot above shows a press conference earlier today:
That could be a short essay behind the PM. It’s not exactly “yes we can”, is it?
“Copenhagen” has been changed in to a mark, with a footprint graphic too small to be clearly seen on screen. It doesn’t really add anything to my understanding, it’s just another message.
The Copenhagen website address is obscured, and there’s a different address on the podium.
Sky News used less than ten seconds of this presser, and there were three too many things fighting for my attention. The end result is that minutes later, I can’t remember a word the PM said.
However, to be fair, looking closely at the photo above it was either a couple of roll-up stands, or the PM with a chandelier growing out of his head – sometimes you have to make the best of a bad lot!
