More bad PR > Anfield: the victims, the anger and Liverpool’s shameful truth

Anfield and Liverpool FC need to get back to producing some great community engagement and relations

Anfield and Liverpool FC need to get back to producing some great community engagement and relations

This excellent piece by David Conn from the Guardian shows that the lack of transparency can ultimately cause great distress and bad PR. With the world becoming social and more two-way than it’s ever been, it would be difficult to sweep anything like this under the carpet.

Fans are generally long forgotten in the great scheme of things, but this adds more woes to Liverpool’s overworked PR department.

As this has happened across three regimes of ownerships, it would be hard to pin who is to blame. Hopefully, they will come up with an appropriate response and get back to producing some really good community relations.

Get creative and get transparent.

What do you think?

Let me know: @StevenWoodgate

#Engage2013: The Highlights

[View the story “#Engage2013” on Storify]

Like Cycle, Jeremy Waite

Jeremy Waite from Adobe shows off his ‘Like-Cycle’

#Engage2013

This all-day event not only included top speakers from companies such as Twitter, Nestlé, KLM, SAB Miller, Adobe, it also promised to be a real learning experience for attendees. It did not disappoint.

Storified by · Wed, Apr 24 2013 09:16:14

Twitter is the shortest distance between you and what interests you #engage2013
This year there were many hot topics including the shift from desktop to mobile marketing, the power of local content marketing and social customer care, metrics that matter. Have a look through this Storify link to see the highlights and insights of the day.
You need to understand why your customers are behaving the way they do #Engage2013 pic.twitter.com/lC2Nz7oZ4yBAHIA
@socialbakers Twitter conversations are 4X effective as non-Twitter ads. Our gaming research from #engage2013 twitter.twimg.com/ukgamingQ213Bruce Daisley
What is a social brand? – Headstream’s 3 principles: Win-win relationships, Active listening, Appropriate behavior #engage2013
Be sure to check out helpful insights from our #Engage2013 speakers here: bit.ly/17UjYjB pic.twitter.com/Ug8VIZRiodSocialbakers
Social Personality Discovery. Are you an explorer, sage, humorist or creator? #Engage2013
What do Starbucks measure on social media? @jeremywaite from #engage2013 pic.twitter.com/VzoJVNNkJ8
Momentum Factor
Social media marketing = “turning your customers into advertising”, not “talking to customers in social channels” #engage2013
Mat Morrison
Paid Media, Owned Media and Earned Media

Paid Media, Owned Media and Earned Media

#Twitter is #PR medium rather than advertising medium. But boundaries between PR & Advertising are quite blur. @BruceDaisley #Engage2013
Social is the only area of business where you don’t need to outspend your competitors #Engage2013 #thebizlinks
Catherine Jones
Businesses open themselves to ‘Twitter Tax’ when opening accounts. It’s best feedback businesses can get. @AndrewGrill #engage2013
The #Engage2013 panel debating Earned, Paid, Owned Media. @jowyang’s report is a must-read: slideshare.net/Altimeter/the-… pic.twitter.com/o0BW7fqVSY
Paul Papadimitriou
My phone has more computing power than all of @NASA had in 1969. NASA sent man into space. I sent birds into pigs. #engage2013
“Social media needs to get out of the marketing suite” @andrewgrill (pictured right, @jangles on left) #engage2013 pic.twitter.com/hCCaqInKYc
Rachel Miller
Starbucks' Simple Social Strategy

Starbucks’ Simple Social Strategy

LIKE > “Social media is not a platform anymore, it’s integrated into our organisation” says @kundreu from @KLM #engage2013
Social media is a reflection of real life. Content needs to be timely relevant add value to conversation #engage2013
H-ART
.@papadimitriou, founder of Digital Intelligence: “Companies are social animals & are hardwired to be engaged” #Engage2013
Brands spend 3-5% of budget on social media. Most successful spend between 12-15% #Engage2013 @jeremywaite
Jay Perkins
Social ROI = Revenue gained – investment/investment x 100 @jeremywaite #engage2013
So glad that at #engage2013 we are starting to address the need to become a #socialbusiness and that demands real culture/org change
Andrew Grill
“Science is like sex: it has practical uses, but it’s not why we do it.” #Engage2013
SW4
The shelf life of a tweet is between 6-7 minutes @jeremywaite #engage2013
Leigh Gower
“Service is sales. Be cool to hang out with. Don’t push. Create stuff worth sharing.” Lionel Laselle #engage2013
Like-cycle by @jeremywaite at @AdobeSocial. #Engage2013 pic.twitter.com/pkZjffZbfL
Tim Grimes
66% of all brand engagement on Twitter is mobile. #Engage2013
This is why organisations should be more concerned about their engagement rate than number of likes: #engage2013 pic.twitter.com/h3MN1uCoSu
Lydia Bartlett
Positive tweets about a product/brand can influence purchase decision. It’s easy. #Engage2013
“@Shusmo: “50% of people use #SocialMedia to waste time” @JeremyWaite @Adobe @spcialbakers #Engage2013 @zainjo pic.twitter.com/KoUT2BQ2FG”
@iMarketMENA
RT @MomentumFactor: % of fans that may not see your content in 3 months time #engage2013 pic.twitter.com/xmyI2MpJLz
Impossible = I’m Possible. #engage2013
@SocialBakers Thanks for making me and @Adobe the most mentioned / cheered talk of the day. Was fun #Engage2013 pic.twitter.com/8NQiqBefrf
It was amazing day and a truly worthwhile experience. Many thanks to everyone who spoke and everyone I met.

Time for Millwall to show some Authoritative Leadership

It’s been a tough weekend for sport: so many statements and apologies, and not enough sporting action.

These mindless idiots above need to be sanctioned, sentenced and slapped, but unfortunately, Millwall, the club, will no doubt get caught in the cross fire.

In the Guardian today, in Barney Ronay’s piece, the club was summed up rather perfectly:

“And for all its urban location this is still a strangely isolated club, buried in the industrial inner suburbs, hard to get to, detached from gentrified new-build London. It must also be said there was a sense of isolation, almost a weariness to the club response immediately after the game. The manager, Kenny Jackett, claimed not to have seen the incident and stopped short of condemning anybody for anything. Millwall’s media officer made it clear, in not so many words, that there are those who might point the finger at the police for not intervening quicker. The Millwall chairman, John Berylson, mused that you can never be sure who’s sitting where on these occasions. Perhaps proximity to such things frays the nerves and dulls the reflexes, but given the genuinely shocking nature of the violence, something more is required. There will be calls for fines and bans. A greater show of backbone from those in authority at the club would be a good place to start.”

Nail on the head.

Communication is the biggest factor, and this blog has mentioned it before, true leadership is needed. Perception and reputation has followed Millwall everywhere, and they lived up to their battered stereotype.

It’s understandable that the club is not directly responsible, but more needs to be done to investigate who comes to games. Imagine these marred events every weekend in the Premier League when Big Brother’s eyes are constantly watching. It would horrific. These people are Millwall’s cancer.

Having Millwall in the Premier League is probably the FA’s and League’s biggest worry. The PL is the most watched league in the world, and imagines of in-fighting, blooded noses, and shoes flying everywhere would cause colossal damage.

Groups of 30 men of varying ages throwing punches and kicks is not an image of football and is certainly not condoned in society. The absence of police is almost as laughable. The ‘stewards’ are not bodyguards and if they were expected to get involved to split up the trouble, I would expect the FA to pay them more than the £7 per hour they currently get.

The problem needs to be prevented. A big issues management brainstorm needs to be sanctioned. There are ways these troublemakers can be found, and if the right tools were used, and the right messages displayed, the trouble would certainly cease  – somewhat.

Social listening is one method. Look to social media to find out who these people, the repeat offenders, are and ban them immediately and make examples of them.

Those in the club can pick up trends, find out who the key troublemakers are and pass them over to the authorities. Simply working with the police is not enough, those in-charge at Millwall need reputation building and to be seen as authoritative leaders of condone such scenes and not stand for it. It may cost Millwall fans, and money, in the short-term, but longer-term they will reap the benefits.

Their run to the FA Cup semi-final is a remarkable story. But it’s all ended in blood, stolen police hats, and young girls crying. The shame.

It is no good the FA fining the club, banning them from games, but they need to work together and come up with a plan to cut the problem at its root and not simply firefight.

What a strange, and awful, occasion it turned out to be.

By the way, congratulations Wigan Athletic on a fine win.