Corruption of digital discourse:what you need to know,why you should careDavid Kamerer, PhD, APRLoyola University ChicagoF...
The online worldJournalismBlogsSocial mediaOnline reviewsAction plan
CommunicationConversationsInfluencehave moved online …As communicators, online is where we workand live
CC/flickr.com/Jeff_Werner
The Attention Crash“We are reaching a point where the number of inputswe have as individuals is beginning to exceed whatwe...
Decline of trust• Unemployment• Globalization• Poor economy• Housing crisis• Banking crisis• War
Trust: infrastructure issues:•Malware•Phishing•Hacking•Insecure ecommerce•Identity theft•Device tracking•Fraudulent banner...
Trust – AC Nielsen study
Edelman Trust Barometer• the rise of a “person like yourself (up 22% from2004 to 2012)• decline in trust – CEOs (-12%) and...
Edelman model: media cloverleaf
The online worldJournalismBlogsSocial mediaOnline reviewsAction plan
What’s wrong with journalism?• Continuous deadlines• Harried reporters• Multimedia/social media reporting• Anonymous comme...
Social media sources, HARO
Gallup survey, Fall 2012:
Decline of journalism• $1 in new digital ad revenue for every $25 lost inprint ads•http://bit.ly/R9TWPg• One-third to half...
Pageviewsrule allGoodbye, zoning board;Hello, Kardashians
http://bit.ly/OzkFr1
Typical response ratesTargeted email 5.00%Direct mail 3.00%Rich media 0.14%Banner ad 0.08%The failure of outboundtacticsSo...
How to get more pageviews, part 2:Ghost sites defraud advertisers $400m/yearsource: http://bit.ly/YEJ7YK
Journalism• Financial model seriously compromised• We’ve never needed good journalism more
The online worldJournalismBlogsSocial mediaOnline reviewsAction plan
Modal qualities of social media• Everyone can publish• A variety of business models• Google organizes all• Trust/authentic...
Blogs• The rise of hidden influencers• Focused, long-tail content• Often “journalistic”
How are blogs funded?• No funding – hobby• Banner ads• Pay per post• Affiliate program• Free goods & services
Results: many revenue streams
Tracking software showsad relationshipsAverage of 14 tracking services on style blogs•Analytics•Share buttons•Third-party ...
Disclosure of material connections16 CFR Part 255“Guides Concerning the Use of Endorsements andTestimonials in Advertising...
Examples of in-post disclosures
Not quite a disclosure: c/o (“courtesy of”)In-postSiteState-ment
Ann TaylorFTC: it is theadvertiser’sresponsibility to assuredisclosure, not theblogger’s
Legacy Learning Systems$5 millionsales$250,000fine
Almost three-fourths of the sampledid not disclose in-post
The online worldJournalismBlogsSocial mediaOnline reviewsAction plan
50 Cent+ 290% in one day$8.7 million
Other platforms for paid influence:•MyLikes.com•SponsoredTweets.com•Pay4Tweet.com•Netflix affiliate program•Amazon Affilia...
Other consumer referral programs• The Fancy• Pose• Referly
Friends/Followers for sale
Wikipedia editingFacebook group CREWE:Corporate representatives for ethicalWikipedia engagement
The online worldJournalismBlogsSocial MediaOnline ReviewsAction plan
Reviews•an important source of (free) content•are distributed across the web•frequently anonymous or pseudonymous
Scope of reviews• 76% of consumers use online reviews regularly or occasionally• 72% trust online reviews as much as perso...
Reverb Communications memo:Reverb employs a small team of interns who are focused on managingonline message boards, writin...
Reverb Communications memo:Internal User Reviews Process:• Internal “User Reviews”• Pre-written by in house writers• Posit...
Reverb Communications
Yelp•#57 website in US• behind Instagram, GoDaddy• ahead of Target, Groupon, UPS, Hulu• 50 million unique visitors/month• ...
Economic value of Yelp reviewsUC-Berkeley study: a half-star difference in Yelp reviews canmean a 30-49 percent likelihood...
Yelp reviews
Yelp reviews
Yelp “filtered” reviews
Owner’s response:• No record of “Justin G”• Rejected offer to buy an ad• Justin G did not respond to query“I can live with...
Blowback against Yelp•Class action lawsuit (thrown out)•Facebook pagesYelp is a FraudWe hate Yelp•Websiteyelp-sucks.com• F...
· "Consumer states that [Yelp] told him to pay 300.00 for a"membership" that would give him more positive reviews. Consume...
Amazon - Cornell study• 85% of Vine reviewers have been approached byan author/agent/publisher.• “… large numbers of revie...
Amazon.co.uk• 47 5-star reviews in first week.• Of the 47 reviewers, only six had ever• written a review before• Husband S...
VIPERTEK Kindle case
http://nyti.ms/R5QDK5
TripAdvisor•More than 60 million reviews•40 reviews posted/minute•Hotel experience less tangiblehttp://tripadvisorwatch.wo...
The case of doctors• Sue patients who write negative reviews for libel• SLAPP suitsReputation.comDoctorScorecard.comAngies...
The online worldJournalismBlogsSocial MediaOnline ReviewsAction plan
High performanceHigh performance products, servicesHigh performance communicationBecome a transparent company
Listen to the chatterListening tools/RSSIdentify brand champions/connect and nurtureComplaint? Improve your performanceSom...
Use your owned mediaYour message, your frame, your branding“Every company is a media company”SEO matters.Build an “aquariu...
Social media
Social media• Prepare to play defense• Rise of “native ad formats”sponsored Tweetsponsored story• Facebook paid posts• Com...
Disclosure• Always disclose, even if in doubt• Only work with ethical influencers• Also use a site statement, linked on ho...
PRSA Code of EthicsPRSA’s Code of Ethics has a provision entitled “Disclosure ofInformation,” based upon the principle is ...
Microchannels: Twitter, Facebook, SMSWhat about a platform like Twitter? How can I make a disclosure when my messageis lim...
ReviewsEmbrace the opportunity to listenClaim your spaces:YelpGoogle PlacesBing Business PortalFoursquareVerticals/hyperlo...
Review food chain:Top – independent professionals(Consumer Reports, journalists)Good first steps –(real names, must be cus...
Great social content:Facebook – OreoTwitter – Whole FoodsBlog – GM FastlaneOwned – PatagoniaCommunity – Disney MomsYoutube...
Whither journalism?Media, news literacyJournalism may enjoy resurgenceDirect pay model
The tragedy of the commons
For more information:http://davidkamerer.com(search for “corruption”)http://delicious.com/davidkamerer/disclosurehttp://de...
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
Corruption of Digital Discourse: presented to PRBI
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  • But online communication may be losing its effectiveness
  • Adly stats – Minimum ad buy: $25,000. They have worked with 150 advertisers, sending out more than 24,000 tweets. About 1000 influencers work with adly. To participate as an influencers, you must have + 150,000 followers.
  • MyLikes
  • PaidPerTweet
  • PaidPerTweet
  • PaidPerTweet
  • PaidPerTweet
  • Scott Van Duzer, Big Apple Pizza & Pasta, Fort Pierce, Florida
  • A strategic lawsuit against public participation (SLAPP) is a lawsuit that is intended to censor, intimidate, and silence critics by burdening them with the cost of a legal defense until they abandon their criticism or opposition
  • A strategic lawsuit against public participation (SLAPP) is a lawsuit that is intended to censor, intimidate, and silence critics by burdening them with the cost of a legal defense until they abandon their criticism or opposition
  • Corruption of Digital Discourse: presented to PRBI

    1. 1. Corruption of digital discourse:what you need to know,why you should careDavid Kamerer, PhD, APRLoyola University ChicagoFollow me on Twitter @davidkamerer
    2. 2. The online worldJournalismBlogsSocial mediaOnline reviewsAction plan
    3. 3. CommunicationConversationsInfluencehave moved online …As communicators, online is where we workand live
    4. 4. CC/flickr.com/Jeff_Werner
    5. 5. The Attention Crash“We are reaching a point where the number of inputswe have as individuals is beginning to exceed whatwe are capable as humans of managing. Thedemands for our attention are becoming so great, andthe problem so widespread, that it will cause peopleto crash and curtail these drains. Human attentiondoes not obey Moore’s Law.”- Steve Rubel, Edelman Digital
    6. 6. Decline of trust• Unemployment• Globalization• Poor economy• Housing crisis• Banking crisis• War
    7. 7. Trust: infrastructure issues:•Malware•Phishing•Hacking•Insecure ecommerce•Identity theft•Device tracking•Fraudulent banner ad exchanges
    8. 8. Trust – AC Nielsen study
    9. 9. Edelman Trust Barometer• the rise of a “person like yourself (up 22% from2004 to 2012)• decline in trust – CEOs (-12%) and governmentofficials (-14%)
    10. 10. Edelman model: media cloverleaf
    11. 11. The online worldJournalismBlogsSocial mediaOnline reviewsAction plan
    12. 12. What’s wrong with journalism?• Continuous deadlines• Harried reporters• Multimedia/social media reporting• Anonymous comments online• Iterative journalism• The “Foxification” of newsRESULT: less trust in journalism
    13. 13. Social media sources, HARO
    14. 14. Gallup survey, Fall 2012:
    15. 15. Decline of journalism• $1 in new digital ad revenue for every $25 lost inprint ads•http://bit.ly/R9TWPg• One-third to half of all banner ads – never seen•http://bit.ly/TbOomC• Other financial models – limited success
    16. 16. Pageviewsrule allGoodbye, zoning board;Hello, Kardashians
    17. 17. http://bit.ly/OzkFr1
    18. 18. Typical response ratesTargeted email 5.00%Direct mail 3.00%Rich media 0.14%Banner ad 0.08%The failure of outboundtacticsSource: Ad Age, 2010
    19. 19. How to get more pageviews, part 2:Ghost sites defraud advertisers $400m/yearsource: http://bit.ly/YEJ7YK
    20. 20. Journalism• Financial model seriously compromised• We’ve never needed good journalism more
    21. 21. The online worldJournalismBlogsSocial mediaOnline reviewsAction plan
    22. 22. Modal qualities of social media• Everyone can publish• A variety of business models• Google organizes all• Trust/authenticity that comes from“someone like myself”
    23. 23. Blogs• The rise of hidden influencers• Focused, long-tail content• Often “journalistic”
    24. 24. How are blogs funded?• No funding – hobby• Banner ads• Pay per post• Affiliate program• Free goods & services
    25. 25. Results: many revenue streams
    26. 26. Tracking software showsad relationshipsAverage of 14 tracking services on style blogs•Analytics•Share buttons•Third-party ad networks(source: Ghostery plug-in)At left, tracking software fromthe blog LoveMaegan
    27. 27. Disclosure of material connections16 CFR Part 255“Guides Concerning the Use of Endorsements andTestimonials in Advertising”Resource:FTC “dot-com” disclosures guidehttp://1.usa.gov/cScCMo
    28. 28. Examples of in-post disclosures
    29. 29. Not quite a disclosure: c/o (“courtesy of”)In-postSiteState-ment
    30. 30. Ann TaylorFTC: it is theadvertiser’sresponsibility to assuredisclosure, not theblogger’s
    31. 31. Legacy Learning Systems$5 millionsales$250,000fine
    32. 32. Almost three-fourths of the sampledid not disclose in-post
    33. 33. The online worldJournalismBlogsSocial mediaOnline reviewsAction plan
    34. 34. 50 Cent+ 290% in one day$8.7 million
    35. 35. Other platforms for paid influence:•MyLikes.com•SponsoredTweets.com•Pay4Tweet.com•Netflix affiliate program•Amazon Affiliates
    36. 36. Other consumer referral programs• The Fancy• Pose• Referly
    37. 37. Friends/Followers for sale
    38. 38. Wikipedia editingFacebook group CREWE:Corporate representatives for ethicalWikipedia engagement
    39. 39. The online worldJournalismBlogsSocial MediaOnline ReviewsAction plan
    40. 40. Reviews•an important source of (free) content•are distributed across the web•frequently anonymous or pseudonymous
    41. 41. Scope of reviews• 76% of consumers use online reviews regularly or occasionally• 72% trust online reviews as much as personal recommendations• 58% trust a business with positive reviews• 52% more likely to use a business with positive reviewsUS Alexa ranks:1 Google, 5 Amazon, 57 Yelp, 63 Target, 84 Bestbuy,114 TripAdvisor, 119 Expedia, 367 Cars.com,600 Angieslisthttp://selnd.com/ScqESZ
    42. 42. Reverb Communications memo:Reverb employs a small team of interns who are focused on managingonline message boards, writing influential game reviews, and keepinga gauge on the online communities. Reverb uses the interns as asounding board to understand the new mediums where consumers arelearning about products, hearing about hot new games and listen tothe thoughts of our targeted audience. Reverb will use these internson Developer Y products to post game reviews (written by Reverbstaff members) ensuring the majority of the reviews will have the keymessaging and talking points developed by the Reverb PR/marketingteam.
    43. 43. Reverb Communications memo:Internal User Reviews Process:• Internal “User Reviews”• Pre-written by in house writers• Positivereviews – not over the top – but endorsing the game as a goodproduct• Age ranges+ 12 – 18+ 19 – 25+ 26 – 34+ 35 – 45+ 46+*Written from the angle of each age group including key words thatresonate with each audience* Reviews begin to go live on day oflaunch on the iPhone storefront
    44. 44. Reverb Communications
    45. 45. Yelp•#57 website in US• behind Instagram, GoDaddy• ahead of Target, Groupon, UPS, Hulu• 50 million unique visitors/month• 18 million + reviews
    46. 46. Economic value of Yelp reviewsUC-Berkeley study: a half-star difference in Yelp reviews canmean a 30-49 percent likelihood that a restaurant will sell outin an evening.Online reviews “play an increasingly important role in howconsumers judge the quality of goods and services.”http://bit.ly/T2wFUJ
    47. 47. Yelp reviews
    48. 48. Yelp reviews
    49. 49. Yelp “filtered” reviews
    50. 50. Owner’s response:• No record of “Justin G”• Rejected offer to buy an ad• Justin G did not respond to query“I can live with what he says, eventhough I believe it’s unjust. Butallow the good ones to go on, too.”
    51. 51. Blowback against Yelp•Class action lawsuit (thrown out)•Facebook pagesYelp is a FraudWe hate Yelp•Websiteyelp-sucks.com• FTC complaints (almost 1,000) of “extortion”
    52. 52. · "Consumer states that [Yelp] told him to pay 300.00 for a"membership" that would give him more positive reviews. Consumernoticed that a couple of positive reviews popped up immediately afterpaying the money."· "Although the site cites that disclosing those [filtering] criteria willallow circumventing their built-in checks and balances, in practice itgives them a complete power to manipulate the ratings of anybusiness."· "The site constantly and relentlessly filters out the good andexcellent reviews displaying less positive reviews causing the ratingto downgrade.”· "We asked yelp please take all our business info we do not want tobe on yelp. The yelp said sorry."· "They ask for money to post the positive reviews. Pure extortion. Wedo not have an option to be listed on their website and that is badenough but to have them actually decide on how your business israted and profiled is not a fair business practice.”
    53. 53. Amazon - Cornell study• 85% of Vine reviewers have been approached byan author/agent/publisher.• “… large numbers of reviews by the higher-rankedreviewers are for books they have been given freeby publishers, authors, or agents.”• Bad reviews – leave it up to the author?• Alexa: #5 in US, #10 in world
    54. 54. Amazon.co.uk• 47 5-star reviews in first week.• Of the 47 reviewers, only six had ever• written a review before• Husband Sir Paul Ruddock net worthestimated to be $450 million• Current sales rank #99,085 in Books
    55. 55. VIPERTEK Kindle case
    56. 56. http://nyti.ms/R5QDK5
    57. 57. TripAdvisor•More than 60 million reviews•40 reviews posted/minute•Hotel experience less tangiblehttp://tripadvisorwatch.wordpress.com/
    58. 58. The case of doctors• Sue patients who write negative reviews for libel• SLAPP suitsReputation.comDoctorScorecard.comAngieslist.com
    59. 59. The online worldJournalismBlogsSocial MediaOnline ReviewsAction plan
    60. 60. High performanceHigh performance products, servicesHigh performance communicationBecome a transparent company
    61. 61. Listen to the chatterListening tools/RSSIdentify brand champions/connect and nurtureComplaint? Improve your performanceSome complaints fall below the noise floorYou can’t please everyone.
    62. 62. Use your owned mediaYour message, your frame, your branding“Every company is a media company”SEO matters.Build an “aquarium” of stakeholdersthrough outbound emailCurate through social media
    63. 63. Social media
    64. 64. Social media• Prepare to play defense• Rise of “native ad formats”sponsored Tweetsponsored story• Facebook paid posts• Commercialization is transforming social media
    65. 65. Disclosure• Always disclose, even if in doubt• Only work with ethical influencers• Also use a site statement, linked on home page• Goal: to avoid consumer confusion• FTC dot-com disclosures http://1.usa.gov/cScCMo
    66. 66. PRSA Code of EthicsPRSA’s Code of Ethics has a provision entitled “Disclosure ofInformation,” based upon the principle is that “opencommunication fosters informed decision making in ademocratic society.” The intent is “to build trust with thepublic by revealing all information needed for responsibledecision making.”The code states that a member shall:Be honest and accurate in all communications.Act promptly to correct erroneous communications for whichthe member is responsible.Investigate the truthfulness and accuracy of informationreleased on behalf of those represented.Reveal the sponsors for causes and interests represented.Disclose financial interest (such as stock ownership) in aclient’s organization.Avoid deceptive practices.
    67. 67. Microchannels: Twitter, Facebook, SMSWhat about a platform like Twitter? How can I make a disclosure when my messageis limited to 140 characters?The FTC isn’t mandating the specific wording of disclosures. However, the samegeneral principle – that people have the information they need to evaluate sponsoredstatements – applies across the board, regardless of the advertising medium. Ahashtag like “#paid ad” uses only 8 characters. Shorter hashtags – like “#paid” and“#ad” – also might be effective.#paid#ad#client#sponsored
    68. 68. ReviewsEmbrace the opportunity to listenClaim your spaces:YelpGoogle PlacesBing Business PortalFoursquareVerticals/hyperlocalsUse SEO to make your website more visible
    69. 69. Review food chain:Top – independent professionals(Consumer Reports, journalists)Good first steps –(real names, must be customer)Worst –(anonymous)
    70. 70. Great social content:Facebook – OreoTwitter – Whole FoodsBlog – GM FastlaneOwned – PatagoniaCommunity – Disney MomsYoutube – Home DepotInstagram – AudiPodcasts – Ace Insurance
    71. 71. Whither journalism?Media, news literacyJournalism may enjoy resurgenceDirect pay model
    72. 72. The tragedy of the commons
    73. 73. For more information:http://davidkamerer.com(search for “corruption”)http://delicious.com/davidkamerer/disclosurehttp://delicious.com/davidkamerer/corruptionOn Twitter:@davidkamererEmail:david@davidkamerer.comThank you!

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