Archives for March 2013

When ”Nigeria” Comes Calling

image

Last week, my firm was offered an opportunity to pitch a terrific piece of new business.  An international oil company will soon announce a major public private partnership to build a huge energy facility in Florida – creating thousands of new jobs, lowering gas prices statewide and offering my company an A-List client for years to come.

Too bad it was all fake.

I was hit with a variation of an old scam – ancient actually – but with modern, current updates that sounded legitimate enough to make me stop and take notice.

It started with a phone call from a man who said he worked for the Abu Dhabi National Oil Company, based in Venezuela.  Following the recent death of Hugo Chavez, he said the Venezuelan government wanted to show things were “business as usual” and was trying to fast-track a project in Florida to build an energy facility.  He said it would be a public-private partnership among his company, Venezuela and Florida and that they wanted to announce the project in Miami at the end of June.  Time was short, and making matters worse for him, his wife was in the hospital, preparing to have his first child.  He asked if my firm had the capabilities to handle this project and more importantly, if I had any problems representing a project affiliated with Venezuela.

I fell for it – almost.  Seeing dollar signs, I focused on the controversial aspect of the proposal first.  Would I, a PR guy with a firm in Miami, be willing to represent an endeavor associated with socialist Venezuelans?  How would this play with my clients and friends with ties to Latin America and the Caribbean? 

I called my politically savvy brother and ran the Venezuela issue by him.  He said I needed to be careful but that it shouldn’t stop me from taking the next step.  After repeating the proposal to him, I also realized the whole thing could be a complete scam.

Later that day, I called a couple contacts of mine to see if they would be interested in helping me if I landed the business.  I made sure to tell them that it was very preliminary, and “you never know, I may be getting punked.”

The next day, I called the guy back, and he gave me more details regarding the deal: Quasi-governmental project with approval of the governor’s office, subcontracting with a major international oil company, big event with heads of state in Miami and a requirement of confidentiality and top-flight security.  I asked him if he was talking to other PR firms and he mentioned Edelman, which is indeed a very large international firm. 

Then things got weird.  In order to start the engagement, I would need to fly to Venezuela and sign a non-disclosure agreement within the next few days.  The agreement had to be signed by me and in-person. [Sounded odd.]  After we both signed the agreement, I would have to get it notarized at the U.S. Embassy in Caracas.  I would then bring the agreement back to the U.S. and meet with the governor’s office. 

Where would we meet and how would I get there, I asked?  He suggested either the Marriott or Ritz Carlton in Caracas.  I could fly there first class.  He would wire me the money.  [Sound of squealing brakes!]

There’s more to the story, but you can see where it’s going.

I shared the details with a close friend who, coincidentally, collects copies of Nigerian letter e-mail scams.  We pondered stringing-along our scam artist, but I chose to just run away quickly.

As l recounted the story, I felt a bit embarrassed.  I almost fell for a scam as old as the hills; but this wasn’t a wealthy Nigerian prince sending me an anonymous e-mail.  It was similar but also a bit different. 

Here’s what I should have noticed immediately and what others should look for.

Delivery method can be anything, but message is the same
We are all familiar with the e-mail scam, but this one came as a phone call.  The key is the message is always the same – seemingly easy money.  In my case, if I was willing to act fast, I would have a lucrative contract without a complicated and exhaustive bid process.
   
Obfuscation
The whole point of the elaborate story was to get me to forget about the risks of offering up my bank information.  The scam artist got me to worry about the Venezuela issue, which diverted my attention from other warning signs. 

Sounds just real enough
Doesn’t it make sense that the Venezuelan government would want to show things are business as usual after Chavez’s death?  The fraudster said he was affiliated with a large, international company and knew just enough about organizing a large media event to keep me hooked.

Time is short
The scammer works to develop a sense of urgency.  If the victim is focused on acting quickly, then he will cut corners and make a mistake.  The Nigerian prince’s life is in danger.  Save him fast and you will be richly rewarded.  In my case, act quickly and get the prized contract.

Reviewing what happened to me, I’m still somewhat embarrassed, but I figure sharing what happened to me might help the next guy who gets a new business call that’s actually a Nigerian letter.

—John

www.miamipublicrelations.com

Author: John P. David

Carnival’s Social Nightmare

image

“Instead of taking my family on a Carnival cruise for spring break, we’re just going to half fill the bathtub, climb in, and poop.”— recent Twitter post.

Problems at Carnival Cruise Lines have been widely reported by traditional media, but social media outlets like Facebook and Twitter have had an interesting impact on the cruise line and its brand.

First, the funny stuff.  A quick check of Twitter the other day found some really amusing observations.

Someone who answers to Bweezy (@bweezy1974) posted this: In order to rehabilitate its image, Carnival Cruise Lines has hired a man named Gilligan to act as first mate on its next three hour cruise.

Writer and television actress (I have never seen her) Sarah Thyre (@SarahThyre) suggested: Naming your cruise line Carnival is like naming your motel chain Toothless Hoarder Garage Sale.

Comedian and “Saturday Night Live” alum Kevin Nealon (‏@kevin_nealon) said: Glad Carnival Cruise Is not an airline. (Nothing subliminal about that one.)

And it was actor Joshua Malina (@JoshMalina) who played Will Bailey on “The West Wing” and also pioneered poker on television (I’m not kidding)  chimed in with the quote listed above: Instead of taking my family on a Carnival cruise for spring break, we’re just going to half fill the bathtub, climb in, and poop.

And my favorite by someone called Andry H’tims (‏@Thing_Finder) who said: Carnival Announces Plans to Scrap “Survivor-Themed” Cruises: CEO Says People “Just Don’t Seem to Get It”

Aside from offering an outlet for professional and amateur comedy writers to try new material, social media plays an increasing role in how we learn about crises and disasters – and also how communications and PR pros must respond to the same mishaps.

Just a few years ago (before texting, Facebooking and Tweeting were ubiquitous), we might have not heard a word about the Carnival Triumph’s poop cruise until it was all over.  On the first week-long cruise I took about 10 years ago, I paid about $150 for the privilege of logging-on to the Internet to check my e-mail while we were at sea.  I remember a half dozen computers available in a lounge area; it was not a crowded place.

Today, most cruise ships have some form of wifi onboard and for a fee, you can post like a fiend to your social media accounts.

Tweets and posts gave media outlets access to real-time information about what was happening on the Triumph, at least until everyone’s phones died. 

The main lesson here is that every company should monitor social media as a matter of course, but especially during a crisis. 

Last week, when Carnival’s Dream got stuck in St. Maarten, Twitter was blowing up with reports of the happenings on the ship.  Carnival’s PR team (@CarnivalPR) actively reached out to media outlets that were reporting on the broken down ship.

For example, when Fox News reporter Joshua Rhett Miller tweeted that toilets were overflowing on the Dream, Carnival’s PR team responded with information clarifying that only one toilet had overflowed – hardly news.

Here’s the original tweet:
 ‏@joshuarhett #Carnival Dream turns nightmare: Power outages, overflowing toilets reported @CarnivalCruise http://www.foxnews.com/us/2013/03/14/power-outages-overflowing-toilets-reportedly-plague-another-carnival-cruise/#ixzz2NWNzJGrT

And here was Carnival’s response:

@CarnivalPR @joshuarhett Saw your story on Carnival Dream, wanted to make sure you had latest info & details regarding plumbing: http://bit.ly/ZQ0WqS

The link pointed to this statement:

Information on Carnival Dream and Alleged Toilet System Issues
Mar 14th, 2013 @ 12:33 pm › Joyce Oliva
We have had multiple conversations with the ship’s management team related to this subject.  Based on the ship’s service logs and extensive physical monitoring of all public areas, including restrooms, throughout the night, we can confirm that only one public restroom was taken offline for cleaning based on toilet overflow and there was a total of one request for cleaning of a guest cabin bathroom.  Aside from that there have been no reports of issues on board with overflowing toilets or sewage.  The toilet system had periodic interruptions yesterday evening and was fully restored at approximately 12.30am this morning.

Despite all the criticism Carnival has received for its handling of recent incidents, the company’s PR team clearly has plans in place to respond to negative postings online.  Perhaps the Triumph incident was just such a huge operational mess that the PR team was beyond overwhelmed.

Prior to the social media revolution, public relations and communications pros spent most of their time worrying about what reporter’s said and wrote.  Today, we have to watch multiple fronts.  Social media’s use as a news gathering and reporting tool by media outlets must always be part of the overall crisis communications plan.

Do you think Carnival can rehabilitate it’s image?  Do you have a plan in place to monitor social media for mentions involving your company?

—John

www.miamipublicrelations.com

Author: John P. David

Specialists Outflank Daily Newspapers

image

Each morning, I walk outside and pick up my copy of The Miami Herald, rescuing it from my driveway after its morning skid along the asphalt.  Sometimes I wonder how many dinosaurs like me remain, actual subscribers who read the print edition of a daily newspaper.  Except for the Sunday edition, which still has some heft, the Herald continues to thin.
 
Experts and novices alike have been waiting to “call the body” on dailies like the Herald for more than a decade.  But the publication lives on, as do dozens of other “major” dailies around the country.  Not only are the metro dailies thinner, but the long-term revenue model appears untenable (has for years).  And a daily newspaper has to be the “least green” product imaginable – it’s made from trees and is usually obsolete a few minutes after it hits your stoop.
 
While the advertising model is a monster challenge and the printing costs are exorbitant, what I believe is truly grinding down dailies is their continuing effort to try to be media generalists.  Papers like the Herald cover national news, the crime beat, entertainment and food, fashion, sports, neighborhood happenings, and on and on.  If I tried to get venture capital funding for a business that wanted to cover all these areas on a metro level, I would get laughed out of the room.  Speaking to my friend and really smart marketing guy Carlos Blanco about this, he was cold-bloodedly forthright: “The Internet killed the generalists.”  My take: He’s right and the big dailies don’t know it or can’t seem to admit it.
 
Meanwhile, the specialists soar.
 
One of the breakout stars of the 2012 election coverage was a wonky blogger named Nate Silver.  His FiveThirtyEight.com blog was licensed for publication by the New York Times, and for the final weeks of the campaign, his polling prognostications were like “must see TV.”  Friends on Facebook were checking his blog several times a day with cult-like verve.  Silver is the ultimate media specialist.  His Wikipedia bio calls him “an American statistician, sabermetrician, psephologist, and writer.”  I don’t even need to look those up; certainly, he’s no generalist.  A couple days after the election, Silver appeared on “The Daily Show with Jon Stewart!”  (Watch it here).  I’m guessing this was the first time Stewart featured a psephologist (which is an expert in the study and scientific analysis of elections – OK, so I did look it up).
 
For local stories, specialists triumph too.
 
One of the biggest “Miami” stories in recent memory is the saga of Ponzi schemer and ne’er-do-well former University of Miami booster Nevin Shapiro.  Yahoo Sports first reported his exploits, which allegedly included supplying cash and prostitutes to football players.  Somehow, a gifted specialist working for the editorial side of a flagging search engine swooped-in and scooped the Miami Herald on one of its most-prized beats.
 
Another big story, the steroid scandal involving Major League Baseball players, more UM athletes and others, was first reported by Miami’s New Times, a paper with the main goals of muckraking and entertainment coverage.
 
And it’s not just here.  Do you think daily reporters in Chicago and South Bend, Indiana were happy to see Notre Dame football player Manti Te’o’s story break on DeadSpin.com?  Aside from learning the wacky details of the fake girlfriend, I was surprised to read that several members of the team of specialists from the Gawker.com-owned DeadSpin were actually interns.
 
Back home, generalist daily publications like the Herald are trying to cover subjects as varied as the Everglades, county hall, Castro, condos, Art Basel, the Heat and the humidity.  It’s an impossible mandate because the reporters, regardless of their talent, don’t have the time to cover all of these areas well.  And if they dig-in on one topic, they will have to leave another unguarded – and that’s when the specialists will jump in and eat their lunch.
 
I’m not sure what the answer is for metro dailies.  They face tremendous institutional pressure to be the catch-all media outlets in their markets.  Sadly, I don’t think it will necessarily be printing costs that lead to their ultimate demise.  As long as metro dailies remain “masters of none,” the specialists will continue to siphon-off their readers and their revenue.

Do you still get a daily newspaper delivered to your home or business?  Let me know.  And to see other blogs from top Florida marketing minds, visit www.marketinggroupie.com

—John

www.miamipublicrelations.com

Author: John P. David

Not Calling the Marlins Disingenuous

image

Some PR efforts don’t succeed.  Last week, Miami Marlins owner Jeffery Loria bought full-page ads in South Florida’s daily newspapers and published an open letter to fans.

He defended last year’s dismantling of the team, suggested that money it receives from tourist taxes is not “public” money, and largely blamed everyone but himself for the team’s tattered reputation and abysmal ticket sales.  He followed the widely panned letter with a press conference reasserting the same points.  None of it was well received.
   
A columnist for the Associated Press has since asked the question: “Is Jeffrey Loria the worst owner in the history of sports?” 

Aside from all the rich material here, I was struck by the word choices and tone taken by Marlins President David Samson in a recent story in The Miami Herald: “I’m not going to say Miami is not a sports town,’’ he said. “Or that there is something wrong with the fans? I would never say that.”

Oh you wouldn’t, would you?  I think you just did.

I find this type of language fascinating.  A former client once said to me: “I’m not trying to tell you how to do your job, but I think…”  Guess what?  He was telling me how to do my job, just as Samson is saying there’s something wrong with the fans in Miami.

Given my fascination for this “saying it but not saying it” tactic, I decided to seek an expert opinion.  I called my friend Dr. Oren Wunderman, a psychologist who also serves as CEO of Miami’s Family Resource Center, a wonderful non-profit group that helps foster kids get adopted.  Oren has forgotten more about psychology than I will ever know.

He called Samson’s language a “paradoxical assertion,” where a person asserts a point in one part of a statement and then negates it in another.

“State it and withdraw it,” said Wunderman.  “Very sneaky.”
 
For some of his adolescent patients, Wunderman says such language is unconscious, and he doesn’t hold them accountable for it.  With adults, he sees it as a form of manipulation.

Now, I don’t just want to pound on Loria and Samson while they are down.  I have never met Loria, but I like Samson.  I have heard him speak several times at chamber of commerce meetings and he’s a very smart guy.  He’s an advocate for the arts, a proponent of increased fitness and was even pretty good in his cameo role in the recent “The Three Stooges” movie (I’m not kidding: Here’s more on it).

Regardless, the Marlins leadership misjudged how the latest PR efforts would play out.  To right the ship and reconnect with South Florida’s fickle fans, I have a few suggestions for Loria and Samson.

Stop talking about the public financing issue.  Some people will always be upset that your stadium is publicly financed.  Stop worrying about how the stadium was paid-for and stop bringing up the negatives.  Get over it.  In Miami, we are used to government using our money incorrectly.  Defending the financing plan is impossible – our last mayor lost his job because of it.  And by the way, whoever gave you the “it’s not public money” sound bite ought to have their head examined.  “It’s not public money because it’s from the tourist bed tax?”  Are you kidding me?  So the millions in tourist taxes would just evaporate into the humid Miami night if we didn’t earmark it for your stadium?  A lot of people will hate it forever and you can’t change them; so move on.

Stop blaming.  Blaming is bad for business.  Sorry, but it is neither the media’s nor the fans’ fault that the vitriol is flying and nobody wants to buy a season ticket.  Yes, people are piling-on, but every sports franchise has to take the good with the bad.  Each time a Marlins executive blames the fans or media, he sounds like a petulant child.  At this point, nobody cares if you take your ball and go home.  Remember, the fans pay your salary and right now they don’t think you have earned your pay.  As for the media, no other business aside from sports has multiple pages of daily newspapers devoted to it everyday.  Media coverage is a tremendous gift, but with coverage comes scrutiny.  You have to roll with it. 
   
Stop being so disingenuous.  Right now, all fans hear is whining and double-talk.  Saying that the team is better off now because it has improved its farm system doesn’t play at all in “win-centric” South Florida.  My suggestion would be for the team’s executives to sit down with fans and season ticket holders and get their feedback.  Listen to your base of support and hear them out.  Take your medicine, then explain your decisions and be honest that you believe this strategy gives you the best chance to get back to the World Series.  Next, develop a long-haul position that focuses on what fans will see on the field this year.  Lastly, get your promotions team working on plans to put some butts in seats, so you can start genuinely re-earning faith.

The Marlins face a long rough road to improve their on- and off-field performance.  If they back down from the negative messaging, and take a long-term and genuine approach, then they can win back South Florida fans.  If not, expect the chilly relationship to continue.

What do you think?  Did the Marlins need the reboot or is it another money grab?  Will you be going to any games this year?

—John

www.miamipublicrelations.com

Author: John P. David