Something struck me as I was reading through my latest copy of The Public Relations Strategist (Spring 2009). “In 2009, Big Brother is now a vast, collective and diverse group of individuals, organizations and industries watching the Internet and sometimes acting upon the information that they obtain.” This quote is in an article titled “Social Networking Media Present New Ethical Challenges for Public Relations” by Tim O’Brien, APR.
It truly is Big Brotherish out there. You hear seasoned celebrities make comments all the time, grateful that they didn’t come of age as a celebrity in this, the digital media age, because, today, they could not have gotten away with the things that they did then. A listtle closer to home, where home is our marketing and public relations world, no longer is an irate or unhappy customer relegated to their simple letter to customer service and a few phonecalls to same. Today, these same disappointed customers take to the blogs and forums, loudly proclaiming to all who listen their woes with you and your company.
Today, everyone is watching, listening, and talking. You need to be aware, and you need to likewise – and you may need to respond. Or at least have a plan in place on how to react. But, more on that later.