The web is swelling with user-generated content. Wikipedia entries are being updated by people not on the payroll. The biggest fans post directly on Facebook Fan Pages. People send unsolicited photos as email attachments, and video on YouTube as responses. And many staff members don’t know what to make of any of it.
If this sounds familiar you are not alone. Managers, communications professionals, government relations experts, designers, producers, photographers and many others are facing new challenges – the audience is responding with their own versions of “your” narrative. Many want to celebrate a connectedness to organizations and institutions, corporations, movements. Others want to point out failings, while others only seek to detract from the official channels, to rebel against a perceived conspiracy of media control. How can anyone harness this environment into an advantage?
In a truly constituent- and customer-focused business model all — detractors and celebrants — are embraced, and channels of communication opened to them. This is more than a full-time job to do it well. It is not just public relations. It is the merging of media production, customer/donor relations, outreach, and recruitment. The teams of people attempting to conquer this new environment are working collaboratively, giving up traditional control for a new sense of shared involvement.
Last fall a YouTube video began circulating central Ohio. It was the week prior to Ohio State vs. Navy – the first time in a very long time Ohio State was to play against one of the U.S. Military’s teams. There was a desire on campus from members of the administration to “ask” fans to be more civil to the Navy team and its fans. A noble desire. Then a video, produced by a former student, surfaced. It was amateur, not very subtle, and had little of the design, branding, or sophistication normally associated with the media my unit produces. It was basically a Powerpoint slideshow set to an Ohio State Marching Band soundtrack. It did deliver the message, though: Rise to your feet and cheer for the Navy team as they take the field. It struck a chord. We linked to the video from our website, YouTube channel, Facebook page, and referenced it in e-mail newsletters. The local television stations wrongly referenced it as an Ohio State YouTube video.
Hundreds of thousands of views on YouTube later, I would have to say that this raw video accomplished what my unit would have failed miserably in attempting. Our initiative never got off the ground. The amateur video delivered a message only one fan to another fan could deliver. The moment the “institution” opened its proverbial mouth on the subject, we would have stuttered, or at best embarrassed ourselves.
I relate this story to show how corporate and institutional communications are changing. Amateur has a place in our strategic plans – even when we don’t know what quality, messages, or quantity we will get. Does this replace everything? Can we rely solely on user-generated content? I hope not. But the need to incorporate, embrace, and promote the amateur must be the job of the expert in this new paradigm.
Ted Hattemer is the director of new media at The Ohio State University and will be presenting at PubCampOhio on Saturday, May 8. Click here for more information on this free unconference.
