Man on the Street

TV reporter

“Well, I’m no astrologer, but it seems to me that getting back to the moon is really important, because, you know, there are so many hungry people who could use all that green cheese.”

TV reporterThe above is a fabrication, of course, but is it fundamentally different than one I saw this morning on CNN? The “CNN Express” interviewed a single person about a proposed economic stimulus package. The answer, paraphrased, was “Well, I’m no economist, but it seems to me that that amount of money really won’t have a great deal of impact in helping those who need it.”

Hell – the economists themselves argue about the importance and impact! Why drag average people into the discussion, unless the goal is to play to a sense of populism or vanity (see people just like you!) I’m not really a fan of “man-on-the-street” interviews. Loathed gathering them when I worked in news, and don’t enjoy watching them now at any level.

First, the assignments are usually afterthoughts, which means that those assigned the job have other things to do, and want to knock them out as quickly as possible.

Second, there is a horrible selection bias. Many of those who might have something to say simply don’t – most likely because they know they aren’t experts. That leaves us to cajole those who either don’t know what they don’t know, or don’t care.

Third, there is an insidious selection bias. In most circumstances, the “rule of magic threes” applies, where you must return with at least three people in the soundbites. Diversity sheepWithin those three people, you must come back with at least two political parties, two genders, two socio-economic levels, and two ethnicities. Which means that you either go in search of stereotypes, or you immediately dismiss people you might ask on the street because you’ve already “filled that slot.” Faux diversity. Most news directors will proclaim at this point that there is no such directive in the newsrooms. Most reporters I know are nodding their heads right now, and understand what would happen if they returned with three soundbites from people who looked alike.

Fourth, rarely do the individuals you ask have a perspective that has not already been shared in the news. It’s an echo-chamber, designed to fill time. The exception I can think of off-hand is reaction to an event where there has been no news cycle, like “what did you think of the debate/game?” Once there has been a news cycle addressing the issue, the personal perceptions start to become colored with what has already survived the media filter.

Fifth, peer pressure stifles the most interesting opinions. Ask someone off-camera for an insight or what they think is important, and you may get a fantastic opinion that launches your story in a new direction. It may spur you to find an expert or someone with a vested interest that brings a new direction to the debate. The opinion might be perceived as unpopular, though, so the same person asked on-camera will refuse to share it.

Finally, we’re never told how many people were approached to share their opinion. Did the first four people you asked say yes? How many locations did you target (typically just one)? Are you showing us the opinions of three out of seven who said yes? Were you turned down by eight people, or eighty? Even with such a small representative sample, I can glean some important information from knowing how many people turned you down.

The practice isn’t going anywhere. Local news remains desperate to shoe-horn local people into every newscast, because people like seeing themselves or others like them. Across all levels of broadcast news, the business model has not matured and caught up to the realities of more competitive options and lower-cost alternatives. Man-on-the-street is cheap to produce, and it fills the time between the commercials.

Hey — everyone is allowed to have an opinion. But not all opinions are news. Confusing the two is somewhat dangerous.

[tags]Ike Pigott, Occam’s RazR, broadcasting, television, news[/tags]

Gone Fishing

Well, not really.  But every so often one runs into brand new ground in the field of crisis communications.  I’ve discovered just such a new landscape.  Back to a more regular schedule soon.

Thanks to all those who have been checking on me…

Invisible Music

Invisible Music

I drop the kids off at school each morning. It’s a short drive, no more than three minutes, but they can be demanding about what they want. Usually it is a song.

The exact song varies from time to time, but one will stick for a month or two as the favorite. Past requests include Peter Gabriel’s In Your Eyes (the 11-minute live version, for when the commute was longer); Johnny Cash’s cover of Rusty Cage (complete with child-seat head-banging); and now, Show Don’t Tell by Rush. You could make the argument that my little girl just wants to please her daddy, but hey — you’ve got to foster an early appreciation for the classics.

My son isn’t out of this equation. He likes almost all of the songs, provided I can cue his participation in the chorus with hand puppets that sing along.

Invisible MusicSo that’s the setup. This morning, after getting parked and past the chorus, I opened the car door and the music stopped. My daughter was still jamming along, and I asked her what she was listening to. “My invisible music,” she said.

I’m a fan of instruction by analogy, and she gave me a perfect setup. I don’t expect her to immediately walk around using “inaudible” in her conversations, but language is learned in context – and that goes for the languages and jargons of business and science. If she can connect the “in” in the words as meaning “not,” then she can cross over and catch the “aud” part as a Latin root. From there, it’s another puzzle piece she can use to ferret out new words on her own.

It reminds me of the need to be accessible without being too basic. There’s a fine line between talking down to your audience and talking over their head. If you do it right, they learn a new vocabulary through context, and feel smarter instead of dumber.

[tags]Ike Pigott, Occam’s RazR, language, communication[/tags]

Cold and Dark

“It is not always darkest before the dawn; that is when it is the coldest. The darkest time comes for those who refuse to open their eyes, and miss the chance to chase first light wherever it might rise.”

- Ike Pigott

Old School Canon Reads Them Too

Canon Japan

Canon reads the blogs from their New York headquarters.

So does the corporate mothership in Japan:

Canon Japan

Their blog monitor clicked in on the most recent post, and tracked it to the original congrats on the good customer service.

Hey Canon-Japan… how about checking on that raise for Devin now?

[tags]Ike Pigott, Occams’s RazR, Social Media, marketing, blogger relations, blog monitoring, Canon, Canon USA, cameras, customer service[/tags]

Canon Reads the Blogs

Canon site visit

Score one for corporate America, when it comes to listening to customers.

Canon logoCanon, which I previously lauded for their excellent customer service, has at least read about my positive encounter. Evidence below:

Canon site visit

The Scorecard

No e-mail yet, but that’s really not even necessary at this point. That was a failsafe to make sure I didn’t miss the hit in my IP logs. Canon PR — send me an e-mail if you’d like, but I know you’re listening. And so does everyone else who finds this page months from now on a Googhoo! search.  (There is a 3-day and 15-hour delay in the original post and their visit to my site, which is minuscule in the grand scheme.)

Speaking of which… if you look at the top 10 results on Google for “Canon customer service” (as of this writing):

  • 2 official Canon sites
  • 3 blogs (all good or glowing)
  • 2 forums
  • a retailer’s site
  • comments to a New York Times review
  • an Amazon.com review (negative)

On Yahoo!, the blog entries aren’t prominent at all. Eight out of the top ten results belong to Canon’s worldwide properties, one is a Careerbuilder jobs page, and the other is an entry in The Consumerist… for companies that are good.

Might there be a correlation between companies that put customers first, and those that listen to what their customers are saying?

[tags]Ike Pigott, Occams’s RazR, Social Media, marketing, blogger relations, blog monitoring, Canon, Canon USA, cameras, customer service[/tags]

On this date

Calendar clip art

Calendar clip artOn this date, one year ago, I was kicking along with a brand-spanking new blog and still trying to discover my voice. I had a lot I wanted to say, but still wasn’t sure how much of it would gel into coherence, or fit in the same box.

On this date four years ago, I was embarking on my final week of television. Sixteen-plus years of broadcasting and accolades, and I was walking away for something different. I left the only career I knew for health reasons, taking a public affairs job with a non-profit. The December prior, my wife and I prayed over the decision, and calculated that we could afford the pay cut since she was still working part-time.

After committing to the switch, we found out we were expecting again. The DINKs (Double-Income, No Kids) were becoming SITCOMs (Single Income, Two Children, Oppressive Mortgage.) On this date four years ago, I was leaving everything I knew. For less money. With more responsibility than ever. Venturing into a field where many looked on ex-journalists with more than mild disdain.

I’ve never sold myself as something I am not. My best shot is to be what I am – a communicator. Working with different tools and different challenges, it’s still about finding a core of truth and telling it in a way that resonates with people. Thanks to each and every one of you who find my blathering meaningful or valuable – you keep my compass pointing true. And thanks to Michael Sebastian at Ragan Communications, for recognizing this blog as “The Best Read of 2007.” It’s not the best PR blog, not the best marketing blog by a long shot. Those niches are taken by people with far more expertise and experience, and I read many of them myself.

Four years ago today, I had never heard of Ragan Communications, and was scared as hell.

One year ago, my readership didn’t extend far beyond immediate family.

Today is a good day.

[tags]Ike Pigott, Occam’s RazR, communication, blogs[/tags]