Several months ago I wrote a Blog about the Washington Post’s failure to provide captioning for its online audio-only radio interviews. One commenter responded along the lines of: “What are you doing about it?”
The expected response is to send an email or letter to the offending person or company. Writing a Blog about the situation was perceived as simply complaining without taking action. That may not be the case anymore.
This morning’s Washington Post Business article titled, “Tracking Who’s Saying What About Whom: New Media Strategies’ ‘Online Analysts’ Scour the Web for Mentions of Opinion-Sensitive Clients” casts new light on the power of Blogs. Corporations are now hiring media agencies to scour the Internet, especially Blogs, for opinions and comments about their company. Some clients mentioned in the article are Coca-Cola, Burger King, AT&T, Dodge, and Ford. This list will probably grow as more companies realize the value of tapping into what one person in the article calls “the world’s largest focus group”.
Let’s compare the impact of an email/letter and a Blog entry.
An email/letter may arrive at some automated inbox/mailbox that could be rarely checked, if ever. In the case of Noelle’s complaint to Netflix, a customer service representative could respond that the issue “has been forwarded to the appropriate department”, will be “taken into consideration”, or “may be offered in the future”. Those of us who have sent emails complaining about the lack of communication access have received similar responses. The overall attitude from the company is, “we hear you, but it’s not a priority right now.”
On the other hand, a Blog reaches a wider audience, so the story could be picked up by other Bloggers or even media outlets. This could fuel the outrage about the lack of access provided by a corporation. In addition, a Blog stays on the Internet, rather than being discarded or ignored like an email or letter. Writing a Blog is tantamont to throwing a stone into a lake, the ripple effects of the action causes waves that reverberate throughout. The Blog can be picked up on search engines by like-minded people who experience the same aggravation.
Relentless criticism on a company’s decision from multiple Blogs and comments, like Netflix’s decision to leave out captioning in the development of their new online movie service, may have a better chance to create positive changes than a barage of emails/letters. Companies are more concerned about their public image than a handful of complaints. It’s time to exploit this opportunity and make our issues a priority for companies worried about their public image.
While Blogging is one method of effective advocacy, sending an email/letter to the company, contacting decision-makers and persuading them about the importance of communication access, notifying your elected representatives or even lawsuits (as a last resort) are still options that an advocate should have in their arsenal.
So next time someone asks, “What are you doing about it?”
You can safely say, “I Blogged about it.”
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hmm… this is good to know, Shane. Wonder if anyone from America West, NetFlix, FCC, Baptist Church cable stations, etc., has been reading us all along? :)
If they didn’t, then send them an email with Deaf DC link that blogged about their company! See what impression they might feel because every corporation has a PR dept. and they look thru reviews, and promotional issues, they might be concerned if over millions of deaf are not happy! *wink
I cancelled both a Netflix and later a Blockbuster account, as with being deaf on my profile, they continued to send the DVD’s I chose that did not include Closed Captioning by the Film Producers. My calls to Production companies in Hollywood have been ignored and dismissed. I have even called distributers, like TLA who make movies themselves, and still do not include closed caption options.
It is time to make the producers and distributers responsible for closed captioning for the deaf community. Visit Deaf America on Google groups to review and report Closed captioning violators.
I always wanted to write a blog to express my concerns but I seem to suffer what you call a writer’s block because I know what to write about but getting started is like ok how do I make a good first impression? and etc. Any advice?
It’s happened to me a couple times over at my “private” blog– believe me, they are searching and taking note…
A very good point. Especially with all the cross-linking in the blogosphere.
An example… I have a Lawnbott, a robot lawn mower, named Betsie. Betsie has a blog (http://betsielawnbott.livejournal.com) or maybe a journal. I started it because my friends were sick of hearing about Betsie, but I figured my observations would be useful to someone out there.
When Betsie “bit” my dad (through his misuse) I blogged about it because it made me laugh. I was very surprised to get an email back from the PR of the lawnbott company asking about my father’s acident. They even called up my dad to talk to him and sent me some bumperstickers.
So the point is, you never know who you’ll reach.
Hmmm, Shane, wonder if you took cue from my comments in Noelle’s blog regarding the power of blogging.
http://www.deafdc.com/blog/gue.....ft-behind/ starting with post #76743
McConnell,
Your argument is that companies will scramble to accomodate our needs based on our numbers. I don’t think that will happen, even if they heard the numbers.
A Blog giving a company bad PR is probably a better motivator than a Blog that cites 30 million deaf and hard of hearing people in this country as a reason to provide access.
No. In fact, that wasn’t what at all I was trying to say. In fact, it’s about giving them bad PR and to embarrass them into action.
Post #76743:
“Companies have become increasingly sensitive to criticisms coming from bloggers and commenters who have shamed them to change their ways and what not.”
In that case, I stand corrected. One thing we probably agree on, is that we need to use this tactic more effectively and frequently.
It has to be somehow a co-ordinated effort up to a point where other bloggers, hearing or otherwise, will pick up the story and go further with it.
It could be the issue of critical mass.
Hmm. How about some of us bloggers set up a deaf advocacy issues blog central? Wordpress supports more than one blogger on one blog. So it’s definitely doable. Anyone up for it?
sign me up!
Okay. It’s set up.
~ Deaf Pundit
Deaf Pundit:
What’s the link as you seem to have already set it up, no?
Click on Deaf Pundit’s name (in blue font) and you’ll be linked to his page. Cool beans, DP! I’ve already sent my email to the FCC.
Thanks.
It’s the first time I’ve learned of Deaf Pundit’s gender! :) Admittedly, I thought Deaf Pundit’s a female all along. Pardon me, DP!
*grins* I am female. Though my attitude might not come across as feminine… I think that probably deserves its own blog. ;)
Oh, then my gut feeling was originally right about you being a female! I was thrown off because of Curious Eye’s comment about Deaf Pundit shown above: “…you’ll be linked to his page.”
I have no problem with women like yourself whose attitude doesn’t come across as feminine. Keep it up and those men who can’t take it are actually weak :)
I meant to reply to Noelle in her recent blog but yes, many CEOs and such are actively finding these bloggers who blog about their product or services. Because it’s better to catch any complaints and head it off while they can.
http://www.brandrepublic.com/b.....r-bloggers
Not only just blogging about it but actually go to these sites and put down your comments/complaints. Do this expecially with very well known blogsites that gets a lot of traffic.
McConnell,
I doubt the CEOs read Blogs, they probably read the reports from the agencies mentioned in the Washington Post article.
But you are right, posting comments with complaints at high traffic Blogs will help draw attention.
Shane
Oh, they do. Not all of them though. I personally know this to be a fact in one case I’m personally familiar with but won’t elaborate.
Instead, let’s look at the case of one blog against Microsoft on the case of China’s censorship.
Blog censorship: Within a month of MSN China’s rolling out its Chinese portal, Microsoft came under criticism from the press and bloggers (both Chinese and Western) for censoring words such as “democracy” and “freedom” in the titles of its Chinese blogs.90 Meanwhile, testing of the service in December showed that censorship of MSN Spaces Chinese blogs had been extended beyond titles of the full blogs to the titles of individual blog posts themselves. As shown in Fig. 6, testing also showed that while sensitive words such as “Tibet independence” and “Falungong” (the banned religious group) could be posted in the body of blog posts, use of such words would cause the entire blog to be shut down within days, by Microsoft staff on Microsoft servers.91
The extent of MSN Spaces censorship created an uproar after the popular blog of Zhao Jing, writing under the pseudonym Michael Anti, was shut down on December 30, 2005.92 In 2005 Zhao had become one of China’s edgiest journalistic bloggers, often pushing at the boundaries of what is acceptable. He had started blogging on MSN Spaces in August 2005 after his original blog hosted by the Scotland-based company Blog-City.com was blocked by Chinese Internet service providers. In December Zhao used his blog to speak out when propaganda authorities cracked down on Beijing News, a relatively new tabloid with a national reputation for exposing corruption and official abuse. The editor and deputy editors were fired and more than one hundred members of the newspaper’s staff walked out in protest. Zhao covered the crackdown extensively on his MSN Spaces blog, discussing behind-the-scenes developments, supported the walkout and called for a reader boycott of the newspaper. Microsoft told the New York Times that MSN Spaces staff deleted Zhao’s blog “after Chinese authorities made a request through a Shanghai-based affiliate of the company.”93
Microsoft’s response: Public outcry and criticism of Microsoft’s action was so strong in the United States that by late January 2006 Microsoft decided to alter its Chinese blog censorship policy.94 Called to testify before the U.S. House of Representatives in February to explain its collaboration with Chinese government censorship requirements, Microsoft outlined the following efforts at transparency while still complying with Chinese censorship requirements:
First, explicit standards for protecting content access: Microsoft will remove access to blog content only when it receives a legally binding notice from the government indicating that the material violates local laws, or if the content violates MSN’s terms of use.
Second, maintaining global access: Microsoft will remove access to content only in the country issuing the order. When blog content is blocked due to restrictions based on local laws, the rest of the world will continue to have access. This is a new capability Microsoft is implementing in the MSN Spaces infrastructure
http://www.hrw.org/reports/2006/china0806/5.htm
The power of blogging. Don’t under-estimate it.
Sometimes a blog can be an access to insider trading information. If someone from the company reported as an anonymous indicated that a company has a faulty device which is about to come out. This is indeed an inside trading. Blogs can be dangerous to some business and can become a very valuable tool for investors in the future.
Why do you keep using capital “B” when using the word “blog”? Just wondering…
Maybe it is a blog with an identity?
It’s not “Blog” enough.
Sounds familiar tho.
**LOL!** loved that one, McConnell.
I’ve personally gotten a response from a Dell Customer Service Rep who found one of my blog entries that discussed a problem with their software. While I fixed this on my own, I was pleasantly surprised that they were proactive about contacting me. They were actively scouting out the blogosphere about bloggers who had problems with their Dell computers.
This is one of the reasons why I clearly display my email address on my blog so that it’s easy for others to be able to get in touch with me.
The power of blogs is amazing. After I wrote a blog entry about a dinner that I had with a local Lions Club, I received a comment from the Lion’s Club president. A Lion Club member in India read my blog, forwarded it to the president of Lions Club International, who forwarded it to the Lions Club president that I had just had dinner with.
Amazing.
Hi Shane.
Funny you should write a blog on this subject. This morning I received an email from an offline stenocaptioner in New York City. She’s training to become a CART provider, and she found my name in one of the posted comments on the DeafDC blog while googling around for information on CART services from the consumers’ point of view. She googled a little further and found my email address. She got in touch with me and asked me a couple of questions.
Don’t underestimate the power of blogs.
And they say we should worry about Big Brother? Heck, we’re giving our privacy away without a second thought.
:)