#CommsChat on comms in mining and metals

This week's chat

Reputation in the extractives industry is complex and difficult as crisis is ever present and the need for risk management is of the utmost importance. Communicate magazine’s Reputation in Oil, Gas and Mining conference takes place on 13 June featuring a roster of speakers from the industry.

This week, on #CommsChat, we’ll be joined by Ben Peachey (@benpeachey), communications director at the International Council on Metals and Mining. Take a look at the following topics and tune in to what is sure to be an interesting hour!

  • What role does the ICMM play? Why are organisations like this important in the extractives industry?
  • What are the top issues facing mining and metals companies?
  • Is ICMM having an impact on the mining industry?
  • What impacts reputation for companies in the industry?
  • How does crisis impact the industry and what is it’s relationship to reputation?
  • What will the future look like for mining? Will sustainability become even more important?

Join us! We tweet from @CommsChat and #CommsChat takes place from 8-9pm UK time – for worldwide times, go here. Anyone can take part in the discussion – simply follow the hashtag here or on Twitter. If you can’t make the chat or would like to revisit it, a transcript will go up on Tuesday morning.

We’d love to hear your suggestions for future topics for #CommsChat – get in touch with Brittany by email or Twitter if you’ve got ideas.

 

 

Transcript of #CommsChat on gamification

This week's chat

Is gamification just putting lipstick on a pig? Last week’s lively #CommsChat with John Brown from Speed Communications turned a few heads. Take a look at some of the most debated points below:

  • brownbare bizarrely, games dynamics is the first thing 2 b thrown out the window when something is gamified (wow that’s a lot of buzzwords)
  • kikiloola Think long term commitment/investment from snr stakeholders is key. Otherwise risks big bang launch but no longevity
  • brownbare Totally agree with that – needs to be well thought through and match the overall personality of the business
  • lyannatsakiris Gamification links back to natural competitive instincts and drive to achieve
  • flemingsean Anyone who has tried to feed a toddler *gets* gamification. It’s not always appropriate at work. 🙂
  • brownbare A crap campaign is a crap campaign – no matter how many badges you get from interacting with

And the full transcript:

  

 Thank you  and  for hosting tonight. If you missed it, look out for transcript viahttp://t.co/aUDOFBJvQQ #commschat -9:03 PM Apr 22nd, 2013

  

  Thanks everyone for your ideas, RTs, etc.Have a good week! #commschat -9:02 PM Apr 22nd, 2013

  

 Great chat tonight – really enjoyed it! Big shout out to you Mr Thomas for your marathon effort – ice bath now? #commschat -9:02 PM Apr 22nd, 2013

  

 As always = the transcript will be up on the CommsChat website tomorrow. #commschat -9:02 PM Apr 22nd, 2013

  

 and a big thanks to our guest for this evening, Speed Commsunications’  John Brown #commschat -9:01 PM Apr 22nd, 2013

  

 That brings us to the top of the hour. can i say a big thanks to everyone who took part & put up w/ poor grammar & typos from me #commschat -9:01 PM Apr 22nd, 2013

  

  Coupled with an engaging challenge or gaming environment #commschat -9:00 PM Apr 22nd, 2013

  

 A5) I shared this link earlier, is by : Why gamification sucks and game dynamics rule: http://t.co/eGh1TCrRz3#commschat -9:00 PM Apr 22nd, 2013

  

 T5: (instant) feedback = transparency in #gamification#commschat -8:58 PM Apr 22nd, 2013

  

 RT   I think youre on to something… #commschat http://t.co/iGczZ2FAyE #commschat-8:56 PM Apr 22nd, 2013

  

 Ppl want to know how well they’re doing (and how much better they could be doing too!) – big part of getting gamification right#commschat -8:56 PM Apr 22nd, 2013

  

  genius. Thank you for that! #commschat -8:55 PM Apr 22nd, 2013

  

 RT   I think you’re on to something… #commschat http://t.co/pvfjcX1x5S -8:55 PM Apr 22nd, 2013

  

   I think you’re on to something…#commschat http://t.co/pvfjcX1x5S -8:54 PM Apr 22nd, 2013

  

 RT : Feedback is essential – keep the audience engaged by regularly showcasing their progress#commschat -8:54 PM Apr 22nd, 2013

  

 RT : A4) Slides by  on gamification: http://t.co/nFgweFcAt1 < slideshare deck #commschat-8:54 PM Apr 22nd, 2013

  

 RT : Feedback is essential – keep the audience engaged by regularly showcasing their progress#commschat -8:54 PM Apr 22nd, 2013

  

 Feedback is essential – keep the audience engaged by regularly showcasing their progress #commschat -8:53 PM Apr 22nd, 2013

  

 #commschat we should always be listening and fine tuning – feedback is very important -8:53 PM Apr 22nd, 2013

  

 RT : And finally, in the last ten minutes we move onto topic 5. What role does feedback play in gamification?#commschat -8:53 PM Apr 22nd, 2013

  

 RT : its the most important bit! If you cant show success then the competitive spirit will never show!#commschat -8:53 PM Apr 22nd, 2013

  

 A5) Essential. Need feedback to know if it’s working, what to change/improve and whether to pull the plug completely#commschat -8:53 PM Apr 22nd, 2013

  

 RT : And finally, in the last ten minutes we move onto topic 5. What role does feedback play in gamification?#commschat -8:52 PM Apr 22nd, 2013

  

 i guess like most things in commcunication – evaluation is vital. #commschat -8:52 PM Apr 22nd, 2013

  

 A4) Slides by  on gamification:http://t.co/guotDQFdFP < slideshare deck #commschat -8:52 PM Apr 22nd, 2013

  

  it’s the most important bit! If you can’t show success then the competitive spirit will never show! #commschat -8:52 PM Apr 22nd, 2013

  

 In fact you can draw parallels with many other trends – crap infographics anyone? #commschat -8:52 PM Apr 22nd, 2013

  

 #commschat the same with any comms campaign, half baked ideas and lack of planning becomes evident fairly quickly -8:51 PM Apr 22nd, 2013

  

  thanks #commschat -8:51 PM Apr 22nd, 2013

  

 RT : A4) Gartner research on gamification (good articles below it too): http://t.co/YM3Zf9Mfws #commschat-8:50 PM Apr 22nd, 2013

  

 And finally, in the last ten minutes we move onto topic 5. What role does feedback play in gamification? #commschat -8:50 PM Apr 22nd, 2013

  

  Thanks for the case study.#commschat -8:50 PM Apr 22nd, 2013

  

  Totally agree – done properly it’s exceptionally effective, same with any campaign #commschat -8:50 PM Apr 22nd, 2013

  

 RT : A4) Was a great article in Forbes on it in Jan: http://t.co/YObyPaucz0 #commschat -8:49 PM Apr 22nd, 2013

  

 A4) Gartner research on gamification (good articles below it too): http://t.co/C7gzAlxKL9 #commschat -8:49 PM Apr 22nd, 2013

  

  ooh be good to hear more.#getinvolved #commschat -8:49 PM Apr 22nd, 2013

  

 T4: If done properly, certainly not #commschat -8:48 PM Apr 22nd, 2013

  

 RT : A4) Was a great article in Forbes on it in Jan: http://t.co/ALjphQPW8N #commschat -8:48 PM Apr 22nd, 2013

  

  I resisted that phrase 😉 Exactly it. Glossy paper and good cover pic can’t disguise a weak mag; same rules apply #commschat -8:48 PM Apr 22nd, 2013

  

   Interesting read here as wellhttp://t.co/yaRIlIWgFB – not sure if this has been shared already#commschat -8:48 PM Apr 22nd, 2013

  

 RT : A4) Was a great article in Forbes on it in Jan: http://t.co/YObyPaucz0 #commschat -8:48 PM Apr 22nd, 2013

  

 RT : Turd polishing becomes really evident quickly – the game tends to have little substance & content beneath is dull #commschat -8:48 PM Apr 22nd, 2013

  

  Well done for taking part in y’day’s marathon! #commschat -8:48 PM Apr 22nd, 2013

  

 RT : A4) Was a great article in Forbes on it in Jan: http://t.co/YObyPaucz0 #commschat -8:48 PM Apr 22nd, 2013

  

 RT : A4) Was a great article in Forbes on it in Jan: http://t.co/x4QMBTpPHc #commschat -8:47 PM Apr 22nd, 2013

  

 A4) Was a great article in Forbes on it in Jan:http://t.co/YObyPaucz0 #commschat -8:47 PM Apr 22nd, 2013

  

 Turd polishing becomes really evident, really quickly – the game tends to have very little substance and content beneath is dull#commschat -8:46 PM Apr 22nd, 2013

  

 RT : Topic 3: Some examples of great gamification campaigns? #commschat -8:46 PM Apr 22nd, 2013

  

 RT #commschat is gamification more successful/prevalent with men or women? -8:46 PM Apr 22nd, 2013

  

 BTW, sorry fr awful typos tonight. I ran the marathon y/day (on subject of gaming& competitive streak) & brain not operating 100% #commschat -8:46 PM Apr 22nd, 2013

  

 A4) People aren’t daft. No amount of badges and gloss can disguise poor internal comms or a poor campaign #commschat-8:45 PM Apr 22nd, 2013

  

 #commschat is gamification more successful/prevalent with men or women? -8:45 PM Apr 22nd, 2013

  

  maybe, but a crap campaign will show itself as crap never mind if you distract with a game #commschat -8:44 PM Apr 22nd, 2013

  

 RT : A3) Accenture – includes screen grabs:http://t.co/q6BlmA55Mc #commschat -8:44 PM Apr 22nd, 2013

  

 RT : Topic 4:Is gamification a fancy way of putting lipstick on a pig? #commschat -8:44 PM Apr 22nd, 2013

  

 RT : Topic 4:Is gamification a fancy way of putting lipstick on a pig? #commschat -8:44 PM Apr 22nd, 2013

  

  A crap campaign is a crap campaign – no matter how many badges you get from interacting with it#commschat -8:43 PM Apr 22nd, 2013

  

 A4) Yes, possibly. But emp know if it’s still a pig. RT Is gamification a fancy way of putting lipstick on a pig?#commschat -8:43 PM Apr 22nd, 2013

  

  Competitions can be a game too. We’re doing this RT Thursday where we RT nice pics of life abroad. #commschat-8:43 PM Apr 22nd, 2013

  

 Is gamification used to dress up shoddy campaigns? Actually I think ‘crap campaigns’ were how  & I defined it earlier #commschat -8:43 PM Apr 22nd, 2013

  

 RT : Topic 4:Is gamification a fancy way of putting lipstick on a pig? #commschat -8:42 PM Apr 22nd, 2013

  

  not sure I see socmed as game but amt people who value Klout over content an indicator of competitive instinct. #Commschat -8:42 PM Apr 22nd, 2013

  

 A3) Accenture – includes screen grabs:http://t.co/lK3P59oeMr #commschat -8:40 PM Apr 22nd, 2013

  

 Topic 4:Is gamification a fancy way of putting lipstick on a pig? #commschat -8:40 PM Apr 22nd, 2013

  

  I think so- the number of people I hear obsessing about RTs/ follower numbers – another form of reward/recognition #commschat -8:40 PM Apr 22nd, 2013

  

 keep examples coming, we can always look them up later. In the meantime, lets move onto topic 4 #commschat -8:40 PM Apr 22nd, 2013

  

  That would mean  is beating me at something – which I won’t allow. #commschat -8:40 PM Apr 22nd, 2013

  

 I’ll even admit to giving the old MI6 game a go (or is it SIS now?) – again, quite engaging, but doesn’t quite have the longevity#commschat -8:38 PM Apr 22nd, 2013

  

 A3) Boehringher Ingelheim http://t.co/jSfKl6Asiq#commschat -8:38 PM Apr 22nd, 2013

  

 Would Social Media count as a game? How many followers you have or retweets you get? #commschat -8:38 PM Apr 22nd, 2013

  

 RT : A3) Some examples here:http://t.co/JRoa9wijF6 #commschat -8:37 PM Apr 22nd, 2013

  

 a bit old now, but Zurich Zoo used games to raise conservation aspects of their work (& attract punters)http://t.co/6GIzic1AEA #commschat -8:36 PM Apr 22nd, 2013

  

 A3) Some examples here: http://t.co/JRoa9wijF6#commschat -8:36 PM Apr 22nd, 2013

  

 #commschat avengers AR wasn’t bad either -8:36 PM Apr 22nd, 2013

  

 “: A3) Recommended read by re: gamification http://t.co/QkJFpE479u #commschat” thanks will look it up -8:35 PM Apr 22nd, 2013

  

 A3) Recommended read by  re: gamificationhttp://t.co/aVDSBCNZkL #commschat -8:34 PM Apr 22nd, 2013

  

 RT : RT : Topic 3: Some examples of great gamification campaigns? #commschat -8:34 PM Apr 22nd, 2013

  

 RT : . Anyone who has tried to feed a toddler *gets* gamification. Its not always appropriate at work. 🙂 #commschat -8:33 PM Apr 22nd, 2013

  

  Haha! I guess that’s a good real-life example! #commschat -8:33 PM Apr 22nd, 2013

  

 Already mentioned the M&M Orange Pretzel – but also can’t help but smile at Maccy D’s Monopoly campaign – been going since 1983! #commschat -8:33 PM Apr 22nd, 2013

  

   Some niches are slightly harder and riskier to apply it to. Interested in case studies.#commschat -8:31 PM Apr 22nd, 2013

  

 RT  I’d say budget and the need to ‘test’ your audience. #commschat -8:31 PM Apr 22nd, 2013

  

 helps to have strong socmed culture to get senior team to take gamification seriously v lucky we’ve already built this platform#Commschat -8:31 PM Apr 22nd, 2013

  

 RT : Topic 3: Some examples of great gamification campaigns? #commschat -8:31 PM Apr 22nd, 2013

  

 .   needs to be multilayered to appeal to a wide audience and (as you say John) provides lasting engagement #commschat -8:31 PM Apr 22nd, 2013

  

 RT : Topic 3: Some examples of great gamification campaigns? #commschat -8:30 PM Apr 22nd, 2013

  

 Topic 3: Some examples of great gamification campaigns? #commschat -8:30 PM Apr 22nd, 2013

  

  I’d say budget and the need to ‘test’ your audience. #commschat -8:30 PM Apr 22nd, 2013

  

 Now we’ve defined terms, & said what good should look like, how about a roll call of gamification campaigns that people liked.#commschat -8:30 PM Apr 22nd, 2013

  

  But again it comes down to identifying a game that works for the audience – probably the biggest challenge#commschat -8:29 PM Apr 22nd, 2013

  

  I’d say budget. #commschat -8:29 PM Apr 22nd, 2013

  

  Too true. #commschat -8:28 PM Apr 22nd, 2013

  

  retired or just older? #commschat-8:28 PM Apr 22nd, 2013

  

  – small amount games points rewards for contributing to peer learning environments V early days but positive feedback #Commschat -8:28 PM Apr 22nd, 2013

  

 . Anyone who has tried to feed a toddler *gets* gamification. It’s not always appropriate at work. 🙂#commschat -8:27 PM Apr 22nd, 2013

  

 RT : Gamification links back to natural competitive instincts and drive to achieve #commschat -8:27 PM Apr 22nd, 2013

  

  I’d say identifying a real challenging and rewarding game is the hardest part – something that engages and lasts. #commschat -8:27 PM Apr 22nd, 2013

  

  agreed, simply whacking badges on an intranet with no plan means enthusiasm will soon wane! #commschat-8:27 PM Apr 22nd, 2013

  

 RT : Gamification links back to natural competitive instincts and drive to achieve #commschat -8:26 PM Apr 22nd, 2013

  

 A2) Pearson has linked their internal learning mgmt system to help employees complete training & for them to locate experts #commschat -8:26 PM Apr 22nd, 2013

  

 RT : Gamification links back to natural competitive instincts and drive to achieve #commschat -8:25 PM Apr 22nd, 2013

  

  agree something that’s just a gimmick soon wears thin – start small not flashy I say #Commschat -8:25 PM Apr 22nd, 2013

  

  Hi Stev interesting area: gamification is being explored as a way to encourage physical therapy amongst the elderly #commschat -8:25 PM Apr 22nd, 2013

  

 Gamification links back to natural competitive instincts and drive to achieve #commschat -8:25 PM Apr 22nd, 2013

  

  Would love to hear more about what you’ve introduced. #commschat -8:25 PM Apr 22nd, 2013

  

 RT : Hi Im Steve. Im interested in how gamefication can appeal to an older demographic. Any suggestions?#commschat -8:25 PM Apr 22nd, 2013

  

  agree, plus having a rewarding outcome e.g. Leaderboards, helps longevity as they constantly change. No budget needed! #commschat -8:25 PM Apr 22nd, 2013

  

  I find that the actual concept keeps being missed. Having said that, it’s hard to use it properly. #commschat-8:25 PM Apr 22nd, 2013

  

 and, slightly at a tangent, but continuing the theme, what’s the hardest part of getting it right #commschat -8:24 PM Apr 22nd, 2013

  

 RT  Weve started using gamification in our social communities is a Comms/learning combo early days -so far so good #commschat -8:24 PM Apr 22nd, 2013

  

  agree ! It’s not like we’re in Vegas and you can win a car .. It’s all about feel good #Commschat -8:24 PM Apr 22nd, 2013

  

 A2) Pearson () introduced Gamification to drive biz value. Created badges to push behaviour they wanted to see #commschat -8:24 PM Apr 22nd, 2013

  

 Hi I’m Steve. I’m interested in how gamefication can appeal to an older demographic. Any suggestions? #commschat -8:23 PM Apr 22nd, 2013

  

 Some coms efforts focus a great deal on the end prize, and not enough on the content of the game – that’s a common pitfall#commschat -8:23 PM Apr 22nd, 2013

  

 We’ve started using gamification in our social communities it’s a Comms/learning combo early days – so far so good #Commschat -8:23 PM Apr 22nd, 2013

  

 Doesn’t have to have an expensive prize at the end. Providing a challenge and a sense of accomplishment can be just as effective #commschat -8:23 PM Apr 22nd, 2013

  

 RT : Love Gamification in Comms&learning space – opportunity to learn from colleagues who game #commschat -8:23 PM Apr 22nd, 2013

  

   Agreed! #commschat -8:21 PM Apr 22nd, 2013

  

  Have clear goals behind and internal buy-in. #commschat -8:21 PM Apr 22nd, 2013

  

 whhops how embarrasing. Should have read dont forget ‘your’ hashtag. #commschat -8:21 PM Apr 22nd, 2013

  

  agree with the idea it can be used to engage (draw people in) – if done well #commschat -8:21 PM Apr 22nd, 2013

  

 fun, simple, rewarding and with feedback at the very heart of it #commschat -8:21 PM Apr 22nd, 2013

  

  just realised, I’ve deleted and re-posted!#commschat -8:20 PM Apr 22nd, 2013

  

 RT  fun, informative, simple to play/get involved and a way to show success #commschat -8:20 PM Apr 22nd, 2013

  

 Love Gamification in Comms&learning space-opportunity to learn from colleagues who game-they start ahead of the game #pun #Commschat -8:20 PM Apr 22nd, 2013

  

  Hi! I’m Montse and I look after marketing and a bit of comms at @ Medibrokerint #commschat -8:20 PM Apr 22nd, 2013

  

  Totally agree with that – needs to be well thought through and match the overall personality of the business#commschat -8:20 PM Apr 22nd, 2013

  

  fun, informative, simple to play/get involved and a way to show success #commschat -8:20 PM Apr 22nd, 2013

  

  dont forget youre hashtag. #commschat -8:19 PM Apr 22nd, 2013

  

  Think long term commitment/investment from snr stakeholders is key. Otherwise risks big bang launch but no longevity #commschat -8:19 PM Apr 22nd, 2013

  

 A2) Not to feel ‘tacked on’ and done to be ‘seen to do it’ – needs to fit with org culture #commschat -8:19 PM Apr 22nd, 2013

  

 Topic 2 – What are the key ingredients in getting gamification right? I bet we’ve got a number of conflicting theories here #commschat -8:18 PM Apr 22nd, 2013

  

  Absolutely it’s tough, but the outcome can b beautifully simple the M&M orange pretzel campaign was simple yet worked #commschat -8:18 PM Apr 22nd, 2013

  

   Hello, both. Good to see you tonight. 🙂 #commschat -8:18 PM Apr 22nd, 2013

  

 OK, well let’s move onto topic 2 – What are the key ingredients in getting gamification right? #commschat -8:17 PM Apr 22nd, 2013

  

 I dislike gamification as a concept in PR. But can see it having a role in engaging with multiple reluctant spokespeople.#commschat -8:16 PM Apr 22nd, 2013

  

  I think that  and might like this conversation #commschat -8:16 PM Apr 22nd, 2013

  

  You can use it for better engage with your audience. It doesn’t have to be a game itself, but an element.#commschat -8:15 PM Apr 22nd, 2013

  

 RT : Would any game whatsoever be wholeheartedly improved with the presence of Robin van Persie?#commschat -8:15 PM Apr 22nd, 2013

  

  thanks Ashley. Always good to share w/ friends and colleagues 🙂 #commschat -8:15 PM Apr 22nd, 2013

  

 Would any game whatsoever be wholeheartedly improved with the presence of Robin van Persie? #commschat -8:14 PM Apr 22nd, 2013

  

  I think using it to liven up a sometimes ‘dry’ subject is useful. Give employees a reason to find out more!#commschat -8:14 PM Apr 22nd, 2013

  

  Think that’s because it’s tough! I feel like there’s enormous potential, but would flounder to know where to start. #commschat -8:14 PM Apr 22nd, 2013

  

  Hi Vici and hello to  too#commschat -8:14 PM Apr 22nd, 2013

  

 RT : bizarrely, games dynamics is the first thing 2 b thrown out the window when something is gamified –> how, John? #commschat -8:14 PM Apr 22nd, 2013

  

  that is a lot of buzz words! Do you have any examples you can share? #commschat -8:13 PM Apr 22nd, 2013

  

 maybe we can save gamification vs game dynamics fr topic 4 – lets stick wth topic 1 for mo. What areas of comms can we use games? #commschat -8:13 PM Apr 22nd, 2013

  

 Hello! Great topic for tonight’s #commschat#gamification -8:13 PM Apr 22nd, 2013

  

   keep meaning to say you two should join in #commschat on Mondays from 8. Some great stuff comes up -8:12 PM Apr 22nd, 2013

  

  Hi all, by the way. I’m Vici and I look after internal comms (among many other things!) for Starbucks EMEA.#commschat -8:12 PM Apr 22nd, 2013

  

 bizarrely, games dynamics is the first thing 2 b thrown out the window when something is gamified (wow that’s a lot of buzzwords) #commschat -8:12 PM Apr 22nd, 2013

  

  true. I liked it because doesn’t rely on technology -notion of games isn’t new, but how to use properly/effectively is #commschat -8:11 PM Apr 22nd, 2013

  

  I’d say game dynamics is making sure that the ‘game’ element is engaging and enjoyable in itself. #commschat-8:11 PM Apr 22nd, 2013

  

  That’s interesting; makes me wonder about the line between “games” and “politics”, though. #commschat -8:10 PM Apr 22nd, 2013

  

  – Hi Steve #commschat -8:10 PM Apr 22nd, 2013

  

 bit of a pause while we all check out “why gamification sucks and game dynamics rule” Can someone precis what the difference is? #commschat -8:10 PM Apr 22nd, 2013

  

  need to find the balance between a good game, but also informative and useful! #commschat -8:09 PM Apr 22nd, 2013

  

 RT : recommended read by Why gamification sucks & game dynamics rulehttp://t.co/1NCvOIsRc9 #commschat -8:08 PM Apr 22nd, 2013

  

 A1) Was a great discussion on it at #MelcrumDCS last wk and how games have always been played -e.g. who is at desk 1st/last #commschat -8:08 PM Apr 22nd, 2013

  

  Cheers! #commschat -8:08 PM Apr 22nd, 2013

  

 Definitely can be useful in comms – but the ‘game’ part can’t be ignored which it has been in favour of being seen to be unique #commschat -8:07 PM Apr 22nd, 2013

  

 RT : Ahead of #commschat: recommended read by  ‘Why gamification sucks & game dynamics rule’http://t.co/s14TnOdKUX cc  -8:07 PM Apr 22nd, 2013

  

 Topic one: What role can gamification play in communications? And how wide is that role? #commschat -8:07 PM Apr 22nd, 2013

  

 Hi all  here, tweeting from my companies account #commschat -8:06 PM Apr 22nd, 2013

  

 Effectively, then, gamification is what it says on the tin. So let’s move onto topic1: #commschat -8:06 PM Apr 22nd, 2013

  

 Hi John  welcome to Commschat#commschat -8:06 PM Apr 22nd, 2013

  

 Evening all, I’m Rachel. Note to Twitter followers: I’m taking part in  for the next hour. Join in using this hashtag > #commschat -8:05 PM Apr 22nd, 2013

  

 RT : – its essentially using gaming theory to stimulate engagement &fun on something (education, content, health) #commschat -8:05 PM Apr 22nd, 2013

  

  using game theory to help increase engagement, involvement and subject knowledge from your target audience #commschat -8:04 PM Apr 22nd, 2013

  

 And so saying that, my name’s Andrew, and I’m the publisher of Communicate magazine #commschat -8:04 PM Apr 22nd, 2013

  

 oh, nearly forgot, please join in as much as possible, but remember, its always polite to introduce yourself on 1st tweet.#commschat -8:04 PM Apr 22nd, 2013

  

 Thanks – for me it’s essentially using gaming theory to stimulate engagement and fun on ‘something’ (education, content, health) #commschat -8:03 PM Apr 22nd, 2013

  

 Welcome, John. Before we start off with topic one, how about a couple of definitions – what do we mean by gamification#commschat -8:02 PM Apr 22nd, 2013

  

 And joining us tonight, a director with Speed Communications, is , John Brown #commschat -8:01 PM Apr 22nd, 2013

  

 It’s 8pm UK time, time for this weeks CommsChat. Tonight we’re discussing gamification #commschat -8:00 PM Apr 22nd, 2013

  

 RT  gamification, the poster child of edutainment? #commschat -7:58 PM Apr 22nd, 2013

  

  gamification, the poster child of edutainment? #commschat -7:57 PM Apr 22nd, 2013

 

Gamification. Lipstick on a pig?

This week's chat

Wikipedia sums up gamification with the following definition:
Gamification is the use of game thinking and game mechanics in a non-game context in order to engage users and solve problems.

For many, gamification is a tool for brands to engage with customers. However there are many other instance where gamification has been employed – internal comms and public health spring to mind.

Tonight’s CommsChat welcomes Speed Communications’ director, John Brown (tweeting as @brownbare) our expert guest on gamification.

Tonight’s topics will cover,

  • What role can gamification play in communications?
  • What are the key ingredients in getting gamification right?
  • Any great gamification campaigns?
  • Is gamification a fancy way of putting lipstick on a pig?
  • What role does feedback play in gamification?

Join us! We tweet from @CommsChat and #CommsChat takes place from 8-9pm UK time – for worldwide times, go here. Anyone can take part in the discussion – simply follow the hashtag here or on Twitter. If you can’t make the chat or would like to revisit it, a transcript will go up on Tuesday morning.

We’d love to hear your suggestions for future topics for #CommsChat – get in touch with Brittany by email or Twitter if you’ve got ideas.

 

Transcript of #CommsChat on crisis comms

This week's chat

Last week, we were joined by a roster of esteemed crisis management and PR guests including: Nick Parker from The Writer, Enda Joyce from Hanover and Lisa Ronchetti from Ad Hoc PR. We discussed leadership, social media and reputation in crisis communications. And much more.

Here are some highlighted tweets:

  • @endajoyce77: A decent plan gives comms a crucial seat at the boardroom table where vital decisions are made.
  • @Maxim_PR: If you have prepared comments, contacts, spokespeople etc, breaking bad news should have fewer repercussions.
  •  ‏@padraic_knox it’s not just crises larg orgs need crises plans for, also important coming up to major org/restructuring announcement
  • @adhocpr very often the best spokesperson is someone with a genuine understanding of the issues and a confident speaker
  • @endajoyce77 Once lost, trust is incredibly difficult to regain.
  • @TheWriter Be honest. And get your tone just right for your brand: formal sounds shifty, but too slick whiffs of insincerity.

And the full transcript:

 

  1. Chance for comms team to prove their worth.Plan, practice and perform when the chips are down.

  2. As always, transcript up tomorrow am. G’night all.

  3. T5 effective comms can also improve internal morale

  4. Alrighty, our hour’s up. Many thanks to our guests tonight and to all who chipped in their thoughts on crisis comms.

  5. Remember the 3 Cs Clarify, Coordinate & Converse & know when to reach for legal advice

  6. That’s where also gaining new followers can be important too, especially in social media, I believe.

  7. Be honest. And get your tone just right for your brand: formal sounds shifty, but too slick whiffs of insincerity.

  8. 5 min left, let’s take final thoughts from our three guests. Any lasting wisdom ?

  9. you get seen through a prism of your mistake for a long time. Everything you do after can be tainted by past failure

  10. I really don’t think you should continue given the subject you’re discussing & what had happened

  11. . Thoughts with those in Boston. Absolutely awful news.

  12. Good! How can you use good humour? Any tips?

  13. RT : T5: Long term reputation can be ruined by poor crisis comms. Also important to build reputation BEFORE

  14. even with the best plan, perfect announcement, cascade and top notch support structure!

  15. We’ll keep going for the moment, only 10 min to go, but this just in:

  16. bear in mind tho, unfortunately in crises / delivering bad news, will always b certain level of criticism / negativity

  17. Those are similar,but different situations. So, I gues needs vary too.

  18. T5: Long term reputation can be ruined by poor crisis comms. Also important to build reputation BEFORE a crisis strikes

  19. T4 effective can also, depending on situation and organization, include a bit of humor

  20. that one of the worst case scenarios obviously

  21. Staff moral internally can be damaged and brand trust externally is lost as well as valuable customers

  22. poor Comms=EES going to the media, newspaper articles, radio appearances announcing org is not communicating clearly

  23. It might be wise to stop given the breaking news.

  24. Poor response can have a long-term negative impact on employee morale. Staff can be embarrassed to admit where they work.

  25. T$ – speed of response is now essential, if you don’t say something immediately rumour and speculation build online and offline

  26. People can sniff out ungenuine and manufactured responses. Keep them real or your comms will fall on deaf ears

  27. So we’ve got just over 10 min to cover T5: What are the reputational impacts crisis comms can have on a company?

  28. She was pretty terrible. It was exhausting to watch.

  29. I agree, replace the word but with and. The tone and meaning changes instantly!

  30. yep cringe and wrong person for that interview

  31. Ah yes. We had a D Mail story recently which was manufactured. Largely ridiculed by commentariat. Superb!

  32. Effective response provides a springboard to reposition organisation and improve relationships with key audiences

  33. T4: Good crisis comms are essential if an organisation is to maintain loyalty and trust. Should also prevent false rumours

  34. good to remember RT : Interesting points. Comms needs for a failing business different to one successful but in crisis.

  35. speed is crucial. Hold your hands up, admit your mistake and say sorry. You’ll win most people over with just that

  36. Interesting points. Comms needs for a failing business different to one successful but in crisis.

  37. RT @endajoyce77@CommsChat Key Obama adviser: “never let a serious crisis go to waste”. Good opportunity to redefine reputation.

  38. MT : Good opportunity to redefine reputation.

  39. RT : “never let a serious crisis go to waste”. Good opportunity to redefine reputation.

  40. If you are 100% sure you of your ground the Jordon Sandals statement was a fab example of turning crisis into humour

  41. informed public, engaged staff, general acceptance (depending on situation) – even some sympathy.

  42. Benefits: O2 example again — honesty and confidence win you credibility, loyalty and fans.

  43. . Key Obama adviser: “never let a serious crisis go to waste”. Good opportunity to redefine reputation.

  44. . Don’t even get me started on ‘I’m sorry… but…. ‘ apologies aaaahhhhhh

  45. T4’s similar 2 what’s been said: How can effective comms mitigate or extenuate crisis? Let’s look at benefits 2 good crisis comms

  46. And the detail of the language makes this: ‘we’re really sorry’ v different from ‘apologies for inconvenience

  47. But they may have been salvageable had it been handled better. Possibly!

  48. often scared of the repercussions! Sad state of affairs but often organisations fear admitting blame

  49. need to be clear at the start. Set out facts. Not communicating well means others fill the void

  50. MT Sometimes you just have to put your hands up, apologise + admit u got it wrong. A bit of humility can go a long way

  51. Yes. Defensiveness = disaster. The Pontins owner on Watchdog was a good example.

  52. . Important to distinguish between poor comms & bad business model. Northern Rock had both

  53. The word sorry is massively underrated, some people refuse to ever say it!

  54. the danger of the net – everything can be retraced

  55. Also worth remembering that ‘poor’ comms can sometimes mean ‘too slick’. SSE’s recent apology was ‘all a bit too Tesco’.

  56. 2/2 T3 had no trouble yet engagement with the public showed a human side and won a whole new type of ‘following’

  57. MT : Sometimes you have to put your hands up, apologise and admit you got it wrong. A bit of humility can go a long way

  58. T3 Sometimes you just have to put your hands up, apologise and admit you got it wrong. A bit of humility can go a long way

  59. V true. Social media loves nothing more than picking endlessly over badly delivered messages. See recent Tesco stuff

  60. imagine going into a highly unionized semi state compared to fresh blue chip! Channels & support would differ

  61. For some organisations it can be fatal. e.g. Northern Rock

  62. Sadly, yes >> RT : It’s a v simple equation: Poor comms response = probably guilty / lying / got something to hide

  63. RT : anger fuelled by mistrust. Recovering in a crisis is all about earning trust and rebuilding confidence

  64. . Clear parallels between business and real life. Too often commons sense goes out the window in both!

  65. It’s a v simple equation: Poor comms response = probably guilty / lying / got something to hide

  66. RT : lack of clarity at start will impact your entire programme/ crises. Question over everything that follows

  67. anger fuelled by mistrust. Recovering in a crisis is all about earning trust and rebuilding confidence

  68. A3: dragging the crisis out for longer. Doing more damage to the brand.

  69. also bad affect on reputation, can leave loyal audiences or clients feeling they have been let down

  70. . Poor comms during a crisis has effects – loss of credibility, trust, ext. confidence – that will endure long after

  71. lack of clarity at start will impact your entire programme/ crises. Question over everything that follows

  72. Very true – if you have a strong presence hopefully people would check your official channels for the truth

  73. RT : . Once lost, trust is incredibly difficult to regain. ” not just in comms but real life too.

  74. t3 mixed msgs, confusion, morale issues, disgruntled staff and customers/public plus damage to bus/org reputation

  75. T3: Communicating poorly can, at the very least, cause irreparable damage to a brand – people have very long memories

  76. on a monetary level, effects your customers esp if customer facing or call centre environment!

  77. . What happens once it snowballs? consequences?

  78. RT : You need to keep a least one level in reserve (spokesperson wise) in case the situation escalates

  79. very true. RT : . Once lost, trust is incredibly difficult to regain.

  80. company culture and trust levels also important

  81. T3: Goodness – the consequences of communicating poorly are endless! Loss of loyalty and faith at all stakeholder levels

  82. poor communication in a crisis is the beginning of a snowball effect. Hard to recover once in motion

  83. . Once lost, trust is incredibly difficult to regain.

  84. RT: Style of message delivery is more important than who. They need to be confident and able to not just recite a script

  85. you lose the trust of employees and customers

  86. A3: People stuck on the M11 in snow; the monarch being accused of being heartless….list goes on

  87. To prevent them too. If your social media presence is strong enough, then that’d help.

  88. Best case: you look a bit amateurish. Worst case, you make everything much worse!

  89. Style of message delivery is more important than who. They need to be confident and able to not just recite a script

  90. The culture you have harvested in the years prior to crises or “big news” will play a huge part in your plan

  91. You need to keep a least one level in reserve (spokesperson wise) in case the situation escalates

  92. depends on levels of trust. Do EEs believe your CEO or Senior team only make difficult division when needed

  93. That brings us to topic three: What are the consequences of communicating poorly?

  94. RT : It probably wouldn’t but journalists don’t want to find out from Twitter, and neither do staff.

  95. RT : very often the best spokesperson is someone with a genuine understanding of the issues and a confident speaker

  96. you might have more detail initially in the staff message if you work on the basis of internal first.

  97. O2’s twitter feed during their last network outage still one of best examples of joined up social media.

  98. RT : very often the best spokesperson is someone with a genuine understanding of the issues and a confident speaker

  99. RT : T2: no point suddently deciding to use social media in a crisis. You have to already have built it as a channel

  100. When a crisis is so great, sometimes only the CEO will do as spokesperson…even if not best media perfomer

  101. It probably wouldn’t but journalists don’t want to find out from Twitter, and neither do staff.

  102. very often the best spokesperson is someone with a genuine understanding of the issues and a confident speaker

  103. Very wise, got to be people with the latest info to hand who can communicate the facts and put minds at rest if possible

  104. absolutely build the communities and then you can speak to them in a crisis using SM

  105. Knowledge of the incident/topic is essential. High-level spokespeople can seem aloof if they lack it.

  106. Sadly I think they are finding this out in Boston at the moment. Terrible.

  107. T2: no point suddently deciding to use social media in a crisis. You have to already have built it as a channel

  108. why would the internal message be any different to external?

  109. exactly. Need to engage and it potentially reaches more people. We set up dedicated social media teams in crisis

  110. Good point >> RT : Choice of spokesperson is crucial. Chairman or Chief Ex may not be most appropriate or effective.

  111. . Depends on severity of incident. Board rarely know detail and can be vulnerable if deployed at wrong time.

  112. anything put out internally has the potential to be on social media in seconds. Worth remembering

  113. T2: Lots of organisations would shy away from social media in a crisis but it’s vital to have a presence to correct rumours

  114. Absolutely – with the opportunity for 2 way. This is when social can come into it’s own over email/video

  115. timing and order is vital and must be thought through to consider esp listed companies

  116. true! Hidden truths and rumors can fly if announcements are leaked. Need to brief EEs v quickly

  117. not just about leaks – organisations need to be transparent no choice in SM age

  118. For traditional print media, my current advice is: don’t just copy Tesco’s apology ad style!

  119. Timing crucial. If org leaks like sieve, internal soon becomes external.

  120. however in crises team getogether not feasible! Your crises plan may lead to larger groups as everyone is pulled

  121. Who is best placed to be a spokesperson?

  122. very true, has to be dictated by circumstances

  123. Tell Internal stakeholders before/same time as external. Speed, clarity, honesty, engagement make or break message.

  124. yes, we work on a lot of energy projects (power stations, wind farms etc) and it’s vital.

  125. Choice of spokesperson is crucial. Chairman or Chief Ex may not be most appropriate or effective.

  126. I’d have internal first if possible. Nothing worse than getting bad news from an external source!

  127. Generally because if a blast furnace goes bang, it leaves a large mess. But it should be practised everywhere.

  128. some orgs shy away from bad news. Need to try and control the message. Especially in social media. Respond and engage

  129. The type of news could also determine how to do it.

  130. much better to hear bad news in a trusted environment of your immediate team than large gathering

  131. internal msg has to come first whatever happens, even if only by minutes

  132. Why is that specific to industry? RT : In heavy industry, rehearsing every aspect of a crisis is almost mandatory.

  133. Quickly and honestly — and consistent with your brand’s tone of voice.

  134. if you have a strong people manager community that can be trusted, use these as a Comms Chanel.

  135. RT : depends on culture, trust and level of engagement! This will determine channel

  136. Agreed. Even when that’d involve forgetting about the effort previously made.

  137. Consistency and clarity is so important! Plus quickly! You can’t wait to know everything and to delay leads to rumour

  138. bad news should be communicated quickly and as open and transparent as possible. Hidden truths lead to further crisis

  139. In heavy industry, rehearsing every aspect of a crisis is almost mandatory.

  140. depends on culture, trust and level of engagement! This will determine channel

  141. well…perhaps not perfect, but near enough!

  142. . Consistency across all channels is crucial. Messaging and delivery to internal & external audiences must be synched.

  143. We’d argue it’s essential, especially if a company goes to the trouble of investing in a plan

  144. Don’t forget staff who have co/org twitter accs they can help spread the msg if they know what it is. Set up internal dist lists

  145. Well put. Also important to game out absolute worst-case scenarios, not just ‘soft’ crisis, however uncomfortable.

  146. Yes. It’s not just the apocalypse. Things like price rises, job cuts are crises that can be planned for.