Posts Tagged ‘News’

Lawyers, Guns, and Coffee

Does Yosemite Sam enjoy the occasional shot of espresso? Perhaps, but as Starbucks recently learned fans of the Second Amendment sure do. The brewer of brown beverages found itself in the throes of a nationwide debate centered not on caffeine, but gun rights.

Does Yosemite Sam enjoy the occasional shot of espresso? Perhaps, but as Starbucks recently learned fans of the Second Amendment sure do. The brewer of brown beverages found itself in the throes of a nationwide debate centered not on caffeine, but gun rights.

After California Pizza Kitchen and Peet’s Coffee & Tea put a policy in place preventing people from packing heat on their hip when in stores, a gathering of gun-toting citizens were forced to find a new place to frequent—so they sauntered to Starbucks.

Legally, they’re allowed to lug their heavy metal in any of the 43 states which protect the principle; of course businesses bear the right to prohibit people from entering their establishment when wearing weapons—which represents the firepower behind the fracas.

Starbucks is staying centered, ignoring both the Brady Campaign to Prevent Gun Violence’s pleas to ban artillery at the bistro and OpenCarry.org’s overture calling for its 28,000 members to caffeinate there in a show of support.

Standing behind a belief that gun-control debate belongs in the legislatures and courts, Starbucks suggests adopting a policy of prohibition in states where it’s legal to roam with a revolver would place its employees in the untenable position of pushing law abiding customers out of stores—an unfair and potentially unsafe position.   

As we stand atop our virtual soapbox during these blog sessions, our solution usually starts with a simple adage: ask your customer. But is that a decaffeinated cup of caution in this case? Both sides sport ammunition in the form of numbers, so who does Starbucks select as a sounding board?

Ordering an opinion from Regular Joe is still justified. It’s the average customer (the many, many more who mind the middle of the argument) who matter most; uncovering their passion, or perhaps utter lack thereof, may provide a made-to-order PR solution. After all, finding an answer doesn’t have to be as difficult as dictating an order for a half double decaffeinated half-caf, with a shot of caramel. 

As you pull the trigger on the weekend make sure to get your fill of fun, but don’t forget to set those clocks accordingly on Sunday!

One Response to “Lawyers, Guns, and Coffee”

  1. Matt D. says:

    How was I to know she was with the Russian’s brew? HOT!

    It is interesting to see an iconic corporation like Starbucks stuck between a glock and a hard place. Just for my personal amusement, I wish they would stop a second, put the frothed milk down, and take a stance…pro-guns or no-guns. Then other mega-moguls, like Mickey D’s, would be forced to stand up and declare their stances as well. At least then when I was ordering my non-fat, half soy, shaken, not-stirred double grande crappacino or my quadrouple-stacked, fake beef McCalorie patty, I would know if the dude next to me, who looked a little too angry about how much whipped cream they put on his drink, was packing heat or not. (Deep breath…exhale calmly…)

    You are totally right here though…all of us in the middle probably don’t care if Starbucks picks a side. But if I getted capped while frequenting their faux-groovy establishment…I will totally bitch about them not prohibiting firearms!

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Dancing with the CRM Stars

Dear CRM Magazine,

Wow! Communispace is so excited that you have given us a CRM Service Rising Star Award, thank you! We are really proud of what we provide for our wonderful clients. The Communispace “two-step” of our services is no easy feat.

Dear CRM Magazine,

Wow! Communispace is so excited that you have given us a CRM Service Rising Star Award, thank you! We are really proud of what we provide for our wonderful clients. The Communispace “two-step” of our services is no easy feat.

We are thrilled to be CDW’s “dance partner” and also a partner to our many other clients who are striving to deeply understand their customers. It’s true that our emphasis on a continuous discovery process, going beyond simple feedback, helps our clients grow their business. It leads to better marketing, improved product development processes, and a company that’s truly customer-centric.

CRM guru Denis Pombriant’s comments make us want to twist and shout—we’ve worked hard to create a solution that gives our clients new insights while not leaving “community-building to chance.”

You think our two-step is impressive? Just wait til you see us cha-cha…

We really appreciate the recognition, thank you!

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A Cure for “Terminal Niceness” at Xerox

This past Sunday, I was derailed from my usual routine of bee-lining straight to the Modern Love column in The New York Times (by the front page of the business section), where the cover story read “Xerox’s New Chief Tries to Redefine Its Culture.”

Ursula Burns, who was appointed CEO this past July, describes an environment at Xerox where the employees are simply too nice to one another. She wants them to “become more fearless and be more frank and impatient with one another” to help the company grow.

This past Sunday, I was derailed from my usual routine of bee-lining straight to the Modern Love column in The New York Times (by the front page of the business section), where the cover story  read “Xerox’s New Chief Tries to Redefine Its Culture.”

Ursula Burns, who was appointed CEO this past July, describes an environment at Xerox where the employees are simply too nice to one another. She wants them to “become more fearless and be more frank and impatient with one another” to help the company grow.

Ms. Burns’ call for brutal honesty within her organization got me thinking—can Xerox’s 130,000 employees leverage anything we know at Communispace about building the kind of community that will cure Xerox’s internal positive bias? Here’s what I came up with:

1. Build intimacy.
Give Xerox employees a platform to be heard in a way that doesn’t make them feel like they are one of 130,000. Intimacy is what drives participation. For us, that means that a community of 500 members has better participation than, say, in a community of 2,000. With larger size comes increased anonymity, which means less engagement.

2. Talk to the same group of people over time.
Knowing what to ask is important, but knowing when to ask can be even more important. Our members become increasingly loyal about the companies who sponsor a community, and this makes them more honest over time. They become more committed to your success and stop being polite and when they feel you are committed to listening—and that you aren’t going away.

3. Close the loop.
Take listening one step further and close the loop. Tell them what you are doing with the information you heard, and how it is making a difference. This will make everyone feel that giving feedback—both good and bad—is a good use of their time.

4. Let your customers help.
Gather the customer stories—both the ones who’ve been loyal for years and the new ones you’ve acquired through Affiliated Computer Services—that will help open up the conversation. They are uniquely poised to keep everyone honest if you have the kind of relationship with them where they feel that you are truly listening.

And who knows—maybe in a few months the NYT headline will read something like “New Culture Redefines Xerox.”

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Doggerel for Daunting Days

When faced with a constipated Congress, evidence of corporate cover-ups, and the salacious spectacle that passes for news, sometimes the only choice is to laugh rather than cry, and to find meaning in art rather than commerce.

In that spirit, I offer a few modest literary observations on current events, employing two poetic forms: the elegant haiku and the sublime limerick.

When faced with a constipated Congress, evidence of corporate cover-ups, and the salacious spectacle that passes for news, sometimes the only choice is to laugh rather than cry, and to find meaning in art rather than commerce. 

In that spirit, I offer a few modest literary observations on current events, employing two poetic forms: the elegant haiku and the sublime limerick.

A once-loved brand called Toyota
Has met its embarrassment quota
They turned their back on their base
Now their egg-covered face
Appeases loyal fans not one iota

Tiger’s remorse and
video confessional –
chick sports? I think not.

Sarah Palin’s wrath went awry
Lashing out at the crude “Family Guy”
Queen anti-hopey-changey
Appeared quite derangey
Since Fox keeps them both riding high

If pole dancing’s the next Olympic sport
The IOC faces risk of a tort
Should the dancers be girls?
Or can boys show their twirls?
Indoor rink? Or beach volleyball court?

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Wavering Brand Loyalty: The Toyota Recall

When did Toyota stop taking its customers seriously? When did it stop listening to them? Why would a self-described Toyota loyalist even ask these questions? Bear with me for a few moments and I’ll explain why.

When did Toyota stop taking its customers seriously? When did it stop listening to them? Why would a self-described Toyota loyalist even ask these questions? Bear with me for a few moments and I’ll explain why.

My journey as a Toyota loyalist began at a young age. As a child I always knew my family could depend on our Corolla station wagon or hatchback to safely get us where we needed to go without any worries or drama. It’s hard to recall even one time when these cars let us down. (Well, maybe the time when one of my parents left the headlights on and drained the battery, but I don’t think that counts.) Even as a kid I remember admiring a company that seemed genuinely focused on making products of the highest quality—even its marketing seemed to take the high road and eschew negative mentions of other car brands.

Not surprisingly, when my significant other needed to replace his troublesome Pontiac, I strongly encouraged him to consider a Toyota. He saw the light, and for the past six years we’ve been driving a completely reliable Matrix which hasn’t let us down once. It seemed a given that our next car would be a Toyota (we’ve been coveting the Prius), but the recent recalls and Toyota’s handling of the situation have me questioning this choice and wondering what happened to the company I’ve admired for so long.

I guess part of me believes Toyota is a casualty of its own success. Like so many companies that grow large very quickly (perhaps too quickly?), it seems to have lost touch with reality and with its customers. Perhaps it even saw itself as immune to these types of problems. You can almost imagine company executives’ naïve disbelief at hearing news of the problems—this could NEVER happen at Toyota! It’s troubling to hear how customers’ concerns were initially ignored and how Toyota initially blamed the sudden acceleration problem on drivers. This type of behavior makes you wonder if besting the Big Three became more important than the brand’s pillars of quality, value, and reliability. I’d bet you that most Toyota owners could care less about the company’s ascendancy and simply want to know that their concerns matter—especially when it comes to safety.

Despite the recent recalls, I still have faith in the company—especially since I continue to experience the quality of its products on a nearly daily basis. I haven’t given up hope that Toyota will do some serious corporate soul-searching, review its priorities, and once again see the customer as its main stakeholder. After all, I still have my heart set on getting a gas-sipping Prius.

What are your experiences with the Toyota brand? How do you think Toyota has handled its recent quality problems? What, if anything, can it do to recover? A loyalist wants to know.

2 Responses to “Wavering Brand Loyalty: The Toyota Recall”

  1. Diane Mimmo says:

    Great article! I am not a lifelong Toyota enthusiast, but the Venza and the Highlander are on my list of candidates for our next crossover/ SUV and these incidents have tipped me back in favor of the Honda products. Even with all the bad press, I don’t think they are in danger of losing customers to the Big Three- in my opinion they are still above and beyond in terms of quality…but maybe in danger of losing customers to other Japanese automakers.

  2. I agree the sentiments you penned in this article. As a long term Toyota loyalist, all my 3 cars I owned/own are Toyota, I am very disappointed. The way Toyota is dealing with the situation is not right. I had to bite my tongue and make a official complaint to NTSB about my 2010 prius. I feel Toyota should have taken ownership of the problem and done something better to preserve confidence in the brand. They missed the boat of telling their customers that they do care and go to any lengths to provide them a better experience. The previous Rav4 I owned for 10 years and it never failed on me. And I hope Toyota will do the same.. I can see lots of class action suits brewing in the background.

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Everything You Need to Know about Social Media You Learned in Kindergarten

kidsI’m no social media expert, far from it in fact. I blog now and then, I’ve been a community manager for several years, I share pictures, and I like to tweet (@drkleiman) once in awhile. However, a few days ago while talking to someone who wanted some advice about participating in online communities and social networks, a funny thing happened. As I listened to the advice I was giving, it reminded me of that Robert Fulghum poem, All I Really Need to Know I Learned in Kindergarten.

kidsI’m no social media expert, far from it in fact. I blog now and then, I’ve been a community manager for several years, I share pictures, and I like to tweet (@drkleiman) once in awhile. However, a few days ago while talking to someone who wanted some advice about participating in online communities and social networks, a funny thing happened. As I listened to the advice I was giving, it reminded me of that Robert Fulghum poem, All I Really Need to Know I Learned in Kindergarten. 

If you think about it, it’s really that simple, the rules of engaging online are basic, human goodness even a 6-year-old can understand. Most of what you really need to know about social media, whether you are an individual or a major brand, you learned in kindergarten.

Here are few examples:

  1. Share – make sure what you do online using social media is worth sharing or at least not wasted space. It is after all called social media for a reason. You should try to provide value to your followers and make sure your participation in a community is adding something to the overall experience.
  2. Remember the Golden Rule – treat people how you want to be treated. Be nice, don’t yell, use your manners, have fun, and make friends.
  3. Be curious – Try some new things and be open to being clueless. Our CEO, Diane Hessan(@CommunispaceCEO) got on Twitter to try an experiment and poke around—she’s learned a lot from it and in turn has become a source of great information to her over 8,000 followers.
  4. Be a good sport – We all make mistakes, if you make one, own up to it—say you’re sorry. People will forgive you and may even respect you more for your honesty and good humor.
  5. Listen – You’ll be amazed what you hear. There’s a ton to learn using social media if you stop shouting and just listen.

Ok, so my personal favorite, compliments of my own 6-year-old is “take naps” however in this case it doesn’t relate. Or does it?

What are some others?

9 Responses to “Everything You Need to Know about Social Media You Learned in Kindergarten”

  1. Reward – six year olds like Gold Stars, or any symbol of accomplishment. Although my Life Coach blog is very young, I am lining up a giveaway next month. Lots of goodies :)

  2. jwallace says:

    “taking naps” absolutely makes sense! This is the best guideline I’ve found thus far!! and simple to follow ;o)

  3. Dave Armon says:

    Agreed. Nap time can only make us better communicators.

    Is the SM version of the Gold Star the badges we earn for checking in on FourSquare?

  4. Debi Kleiman says:

    jwallace – maybe “nap time” in regards to social media is the idea that sometimes you should take a break from it! Some things are better said or done in person; or there can be a tendency to get addicted to your online social life… so taking time away for it, for a “nap” of sorts, is just good sense.

  5. Debi Kleiman says:

    Will, I like the idea of rewards – makes me think about gaming too, also a part of social. Using rewards (tangible and intangible) can make the community stronger and more interesting! Thanks for adding that.

  6. Lisa Cahn says:

    How about
    6: don’t run (walk/tread slowly) with SHARP objects (or words or anything that can harm yourself or others….
    Be wise about what you say and do

    7: READ and do PUZZLES…it develops and hones your mind skills. Do your research. Surf the web for ideas, but don’t forget to give CREDIT where CREDIT is due (no copying!!!)

    8: PAINT a picture of what you or your business are or want to be…make new pictures often…put them up with magnets on the fridge…watch your evolution…be proud of your talents (humbly of course)

    9: Put things back where they belong…be ORGANISED…protect the earth; reuse, recycle, wash carefully, cut up old magazines but read the stories! Don’t forget your /the past…

    10: Taking naps is ESSENTIAL to healthy life

  7. Josh Bernoff says:

    From your keyboard to god’s ears . . . you are right but civility is a hard thing to earn. Gizmodo just shut down comments since people weren’t being civil.

  8. Deb, these are great common sense principles. Building on your point about listening, making an earnest effort to interact instead of just broadcasting pays dividends. Social media aside, it just makes sense, even to Kindergarteners.

    Most of us would rather talk *with* someone than be talked *at* and we appreciate when people respond to us. Sometimes that even compels us to share on behalf of someone else. And solely getting inundated with someone’s stuff isn’t a relationship.

    It sounds simple and yet many companies seem to disregard fundamentals… thanks for the post.

    Joseph Kingsbury, Text 100

  9. Barbara Vogel says:

    Golden rule indeed! My condo had an online discussion board for owners and tenants to share info, etc. I was shocked at how nasty and uncalled for some of the responses were to some of the questions posted. The property management company eventually shut down the discussion board. If people are rude offline, they will probably be rude online as well.

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How to Sell Listening to Your Organization

First, let me thank Communispace for inviting me to be a guest blogger. I think I’ll ask Diane to return the favor on my blog in the near future.

Now the topic…

People who are involved with listening approaches (mining conversations in blogs, managed communities, etc.) get a little frustrated sometimes; they ask me for guidance of how to sell listening.

First, let me thank Communispace for inviting me to be a guest blogger.  I think I’ll ask Diane to return the favor on my blog in the near future.

Now the topic…

People who are involved with listening approaches (mining conversations in blogs, managed communities, etc.) get a little frustrated sometimes; they ask me for guidance of how to sell listening.

Here is my advice; don’t think of this as research.  Think of it as process reinvention.

For example, consider how an organization might reinvent its innovation process.  How could any informed marketer, when rethinking innovation in an era of social media, NOT integrate listening into the innovation process?  Listening is about hearing what people rather than the marketer wants to talk about, and hearing it in people’s own words.  It’s a window in the mind, heart and emotions of people, one you need to have your nose pressed up against continuously.  Because things change…really fast…giving agile marketers great opportunities leaving traditional marketers wearing the WTF happened look on their faces.

Traditionally, research has been at the fuzzy front end with qual and downstream with volumetric concept or concept/product testing.  Listening is about realizing that things change constantly.  Consumer needs are not linear and scheduled, they change at any time.  If there is no linear process, there is no fuzzy front-END; this is continuous and listening is essential.  Your concept testing must morph into learning experiments instead of magic number idea killers.  If you missed the action standard, learn why.  Is the underlying premise wrong or the idea impractical from a business point of view?  If not, keep working at; if yes, move on.

Now it gets even crazier.  Innovation is not just about creating new “things” with new features.  Brands are experiences and the innovation might come from a connection made via social media.  For Unilever’s Dove Campaign for Real Beauty, the innovation is in the media—creating social media environments, videos, and events that were intended to change people’s concept of beauty in a way that would enhance female self-esteem.  It was a great and innovative thing to do and not a new SKU in sight!

Now if the fuzzy front end is really a continuous backdrop requiring listening, it also means that there is little difference between new product innovation and existing brand sense and respond.  It’s all about a marketer intersecting their assets with emerging needs to serve people—add value to daily human life—who cares if you do that via media, new products, or rethinking your existing brand?  It’s about the need, not your brand management structure.

In an era when 300 million or more are on Facebook, where word of mouth is becoming one of the most trusted sources of advice, and where people love sharing their feelings online in communities, how can a marketer not want to tap into this constant and organic flow of conversations?

IMHO, that’s how you sell listening.

To learn more about how to become an agent of change for your organization regarding listening, come to the ARF’s workshop on Jan 28th in San Francisco, “Putting Listening to Work”.  All attendees will also receive a copy of our just published book, “The ARF Listening Playbook” which contains 35 great success stories that wouldn’t have happened without listening.

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An Open Letter to Restaurateurs:

Over the holidays I spent a lot of time in restaurants. I went to everything from fast-casual to white-table-cloth establishments, and I found that all of them were all but ignoring one important group of customers – children.

I know what you are thinking: Why aren’t you going to those “kid friendly places” that have the clowns and balloons and video games? Isn’t that where parents go? My answer: Have you been to one of these little corners of Hell? Ok, maybe that’s a little harsh, but I am an adult and I want to have a clown-free evening! Can’t I do that and still have my child enjoy the experience?

Over the holidays I spent a lot of time in restaurants. I went to everything from fast-casual to white-table-cloth establishments, and I found that all of them were all but ignoring one important group of customers – children.

I know what you are thinking: Why aren’t you going to those “kid friendly places” that have the clowns and balloons and video games? Isn’t that where parents go? My answer: Have you been to one of these little corners of Hell? Ok, maybe that’s a little harsh, but I am an adult and I want to have a clown-free evening! Can’t I do that and still have my child enjoy the experience?

An article in The New York Times touches on this quandary as it tells the tale of a group of Brooklyn moms who were banned from going to a local bar with their kids. Though I am talking about restaurants rather than bars, one of these moms made me think when she said, “[Going to this bar is] one way of denying that your youthful exploits come with a shelf-life… Psychologically, you feel like, ‘Oh, my life hasn’t changed that much.’”  So I’ll admit it, maybe I am still going to all the same restaurants that I went to before my three year old was born because I don’t want to admit that things have changed that much. But should they have to? Can’t restaurants do a little better job servicing our kids (and their parents)?

So, restaurant owners out there, I have some suggestions and observations that I would like to share:

Rethink your kids’ menu. If you had kids or were thinking about them, you would know that everything needs to have a fancy made-up name (think “super princess burger” not “hamburger”). And don’t be afraid to veer from the old standbys. The happiest my daughter ever was at a restaurant was the time she was able to order a “chocolate sandwich” from the menu. It was simply Nutella on toasted honey wheat bread, but she stared at it in awe and quietly ate the entire plate-sized sandwich without a single peep for 20 minutes. If this restaurant was local I would go there once a week.

Crayons are nice, but can you mix it up a bit? We went to a restaurant last year that brought over “Wikki Stix” when we were seated (for those of you unfamiliar – click here). They even let my daughter pick her favorite colors and brought extras when she had used all of her initial set. She was entertained for the entire meal and I was blown away. And how simple was that little idea? We now go to that restaurant at least monthly.

Kids are customers too. I can’t tell you how many times I have been in a restaurant where the waiter completely ignores my child. I am not expecting them to tell me how cute they think she is (even though she really is cute), but it would be nice if you said hello to her when you were greeting us. And can you work with me on when you are delivering my child’s food? I know best when it should come, and believe me it changes with every meal, so involve me — and for the love of god don’t bring me scalding hot food! Let me tell you my friend, that is one quick way to lose your tip and our business. For good.

So, long story short, Mr. and Mrs. Restaurant Purveyor; I want you to think about kids and their parents. We are an important and underserved target. And if we are going to spend our hard-earned, disposable income in this economy, we are going to choose the restaurants that are doing it right and leave the plain hamburgers, crayons and scalding hot fries behind.

6 Responses to “An Open Letter to Restaurateurs:”

  1. Karen Barone says:

    Jen,
    I totally agree with you and those insightful women from Brooklyn. We have found a GREAT adult/KID-friendly restaurant: GASLIGHT in the South End.
    I know. I know. It seems impossible, but it’s true. The food is incredible, there’s parking (!!!!!!!!!) and they’re totally cool with kids. They don’t offer toys/crayons/whatnot, but they don’t mind if the table gets crowded with the ones you bring from home. Not perfect, but it’s a start. (Did I mention the parking?)

  2. Jen,
    you rule! As the father of three children, 1 small, 2 not so much anymore, I hear you sister.
    I will share your blog with our 6 restaurants and who knows, Wikki Stix may be coming to a small French/Mediterranean Bistro/Brasserie or American Bistro near you soon!
    Thanks for continuing to dine out in this troubled economy.
    By the way, in my 30 years of business, I have never fielded a complaint regarding and unruly child patron. Wish I could say the same for all of my adult patrons.
    Please feel free contacting me directly with any comments or requests.
    Jeffrey Gates
    Partner
    Gaslight Brasserie du Coin
    Aquitaine Group
    jgates@aquitainegroup.com

  3. Jen Maltby says:

    Thanks Jeffrey, and you make an excellent point about this troubled economy. It’s really never been more important to pay attention to all your patrons. Keep up the great work and see you at Gaslight soon!

  4. Jani Fraga says:

    Jen,
    I love this entry, and as an ex-waitress, I can completely relate. Although the restaurant I worked at appeared to have an age limit, we had an arsenal of children’s books, crayons, and etch-a-sketches on stand-by for our high-chaired guests. The kids’ menu had a contest every year for the little artists to submit their best drawings of the kid cuisine, and some were featured in the menu. do-it-yourself ice cream sundaes and a good-bye balloon always seemed to leave a sweet impression.

    I always felt that in order for the parents (and myself) to have a stress-free experience, the kids were always key. “appetizer-soup-salad” timelines were modified to “appeI WANT MY HOT DOGtizer-soup-salad” … or any other customized randition :)

    Although I have no kids of my own (yet) I would love to hear more about kid-tested, mother-approved spots to go with my friends and their little ones!

  5. Erin (Giroux) Antonellis says:

    As a veteran of the restaurant industry I have seen the best and worst case scenarios of children dining out. For the most part I didn’t agree with parents bringing their children, strollers, diaper bags, toys, CHEERIOS (you will find Cheerios for weeks after) etc. out on weekend night at a busy restaurant. It didn’t seem like the right place or right time for children. This could have been because it was mid-July on Martha’s Vineyard or the fact that I was a selfish twenty-two year old (I am guessing it was me!).

    As I think back I completely disregarded the fact that with every child is a couple of parents who are people too. They want to enjoy a night out, a vacation and God forbid each other! It wasn’t until my friends started having kids that I became the biggest supporter of our favorite couples keeping things status quo and not wanting their “youthful exploits to come with a shelf-life”. I still want to hang out with my best girlfriends and our favorite wine-loving couples with or without kids.

    So why can’t we have our cake and eat it too? Mr. Gates makes a very good point – no one is really going to complain about a child patron. For the most part parents that take their children out to a nicer “non-kid-friendly / corner of hell” restaurant come prepared (toys, extra bottles, books etc.). So in these tough times why not open your doors to these parents and welcome them with Wikki Stix and Princess Burgers because after all…their money is green too!

  6. Jen Maltby says:

    Erin,
    So well said; and you bring up a really interesting point that I didn’t consider. Often times when my husband and I go out with our child it is with other couples. So you aren’t just losing our $ when you under-serve us, you’re losing theirs. Something to think about.
    Thanks for the comment!

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The Tomorrow Show

NBC knows drama. The network hit the off-switch for Jay Leno’s prime-time TV experiment this week, and what’s ensued is akin to an audience laugh track. After airing for only a few short months, why pull the plug?

With Leno serving as the lead-in, local NBC stations saw their follow-up late news audience drop by an average of 25% from 2008, with larger markets New York (48%), Philly (47%), and LA (43%) leading the loss categories, according to research firm Harmelin Media.

NBC knows drama. The network hit the off-switch for Jay Leno’s prime-time TV experiment this week, and what’s ensued is akin to an audience laugh track. After airing for only a few short months, why pull the plug?

With Leno serving as the lead-in, local NBC stations saw their follow-up late news audience drop by an average of 25% from 2008, with larger markets New York (48%), Philly (47%), and LA (43%) leading the loss categories, according to research firm Harmelin Media.

For NBC affiliates, who clamored for canceling the show since its inception, this wasn’t news—it was affirmation.

Their preeminent plan to please the masses first involved Leno at 11:35, followed by Conan O’Brien’s “Tonight” show at 12:05 with a string of late-late shows lagging even further behind. Conan’s retort, which will rightfully be reviewed as perfection in PR classroom case studies for years to come, nixed NBC’s plan of inviting everyone to the late-night party.

A buyout of Conan coming soon, NBC has placed the party in-charge of the ratings plummet back in place; Leno will once again look out from behind his Late Night desk.

Is Leno the right leader or will fans continue their boredom-borne boycott? One thing is certain, NBC didn’t stop to ask the audience; they simply forged on with what they figured would work best, which is strikingly similar to the start of the melodrama.

NBC outright negated cries from their customers—doubled down when considering affiliates as well—for four months as they forged on with Leno’s weeknight work despite disastrously sour ratings. Possibly done to save dough, after all one live show is infinitely cheaper to produce than five dramas, they’re now left broke with naught but the hope of bringing viewers back.

Perhaps it’s time NBC leaves the monologues to their hosts and opens a dialogue with viewers; then again, at least they got a laugh out of their ratings.

Here’s to hoping you let freedom ring as we celebrate Martin Luther King Jr. this weekend.

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The Jersey Shore: A sampling problem?

So, this is as much as I know… MTV has a new hit show about some twenty-something supposedly Italian-Americans living together on the Jersey Shore. I know this much because my friend and colleague, Katie Adams, likes to fill me in on the show’s highlights. Katie is fabulous and hilarious; she makes the show sound like the television equivalent of Fluffernutter—sugary and satisfying because it has absolutely no nutritional value.

So, this is as much as I know… MTV has a new hit show about some twenty-something supposedly Italian-Americans living together on the Jersey Shore. I know this much because my friend and colleague, Katie Adams, likes to fill me in on the show’s highlights. Katie is fabulous and hilarious; she makes the show sound like the television equivalent of Fluffernutter—sugary and satisfying because it has absolutely no nutritional value.  

That’s why I was so surprised when a Facebook “friend” posted the following [unedited] update on his page: “just watched 10 minutest of “jersey shore” on mtv.com and thanks god i’m not italian-american or anyone on that show.”

I was angry. I’m proud of my Italian heritage and have even been to the town in Sicily where my family is from. More importantly, however, is that fact that I (and a few other Italian-Americans) went to high school with this person. He knows us; he knows our families.   

What I did next might surprise you. I printed out his update, cut it out, and posted it on my desk. For me, his comment was less about whether or not television creates and/or nurtures stereotypes, and was more a strong reminder to avoid easy and/or rash conclusions. His offensive remark became a love note of sorts for smart research and intelligent analyses from good samples. 

Much has been written about the potential social implications of “The Jersey Shore.” I don’t pretend to know why people are drawn to depictions of outrageous subgroups, but I do know that dubious conclusions based on a skewed sample can do great harm and can often reveal hidden, unfair, unsupportable, and often unconscious attitudes.

And it can seriously tick off your former high school classmates.

5 Responses to “The Jersey Shore: A sampling problem?”

  1. Erin (Giroux) Antonellis says:

    Karen, I loved your Fluffernutter analogy. I must admit I have wasted an hour or two of my life watching “The Jersey Shore”. It was like a bad car accident, I didn’t want to stop on the channel and I really didn’t want to watch it but for some reason I felt compelled to take a look. Most of the show made my stomach turn and my heart race with anger that people actually behave this way but there was also something that kept me from changing the station perhaps it was just morbid curiosity.

    I think your Facebook “friend” feels the way most people do about the show but I think he missed the mark by targeting the Italian-American population. I recently married into an amazing Italian-American family and I could not be more excited to incorporate their heritage and traditions into our new life together.

    Despite all the ridiculous behavior, lack of vocabulary and too much time in tanning booths I actually think one (maybe the only one) positive aspect of the show is some of the cast members pride in their heritage. Sporting Italian tattoos and t-shirts, carrying bags with the Italian flag on it and even personalizing DJ equipment with red, white and green these misbehaving twenty-something’s are proud to be Italian. They sit down to house dinners, love their families and they even say grace!

    So tell your “friend” he ticked off this French, Irish and now Italian-American girl too!

  2. Karen, you raise such an interesting point about such a small sample size. I’m always amazed watching the show (I mean I don’t watch the show I’ve just been told?) at how many people are in the background of the shots just staring in amazement at how off-putting the cast is. Guess not everyone fits the mold.

    At the same time, I think it’s key to realize that this small slice of life is the equivalent of finding that hidden insight sometimes. It may not be what the majority is saying or doing but how a small subset of the population tells part of the story… or at least entertains us on a weekly basis!

  3. Brad Mampe says:

    Karen wrote: “I don’t pretend to know why people are drawn to depictions of outrageous subgroups…”

    It’s the same reason why traffic’s held up in your direction when the accident was on the other side of the highway. America loves a train wreck.

  4. Karen Barone says:

    Rich–I agree. Great insights come from samples of all sizes. I dare say my friend’s post doesn’t qualify though. :-)
    Erin–I love it. Welcome. Let’s compare “gravy” recipes.

  5. Jani Fraga says:

    Your friends’ comment should be posted right next to a quote from this week’s episode, where a fight began on the balcony after unwelcome guests began to throw insults. As the cops came and dragged the girls away, One female tenant’s voice from the balcony snapped out some serious fightin’ words:

    “you don’t even LOOK Italian.”

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