Seasoned JetBlue flight attendant Steven Slater made headlines around the globe last week when he lost his cool, cursed out a passenger and exited an aircraft by deploying its escape slide – with a beverage cart beer in hand. 

It seemed everyone wanted to share their POV on the “take this job and shove it” moment. News reports included comment from Slater, the self-proclaimed “bag Nazi,” his ex-wife, passengers on Flight 1052. Even Nancy Grace had an opinion on the dramatic job exit. But I haven’t heard much from JetBlue.  

A post on Blue Tales from August 11 states:

While we can’t discuss the details of what is an ongoing investigation, plenty of others have already formed opinions on the matter. Like, the entire Internet. (The reason we’re not commenting is that we respect the privacy of the individual. People can speak on their own behalf; we won’t do it for them.)

This is understandable. But JetBlue is a company with a strong social media presence. Perhaps the co-tweeters could send messages other than stating they can’t comment on ongoing investigations? Maybe something a little more creative, like: “Our emergency slides are tested regularly” with a link to relevant news coverage?  Though, this is probably easier said than done, as legal issues are undoubtedly at play.

The buzz surrounding the Slater incident is huge. This could be carpe diem moment for JetBlue. The company could embrace the Slater-related publicity and remind the public why JetBlue has hundreds of thousands of brand ambassadors -including great customer service, an engaging online presence, the most leg room in coach, and an outstanding safety record.

In the past, JetBlue has been a company with personality and strong customer interactions. Just because Slater left everyone wondering WTH, JetBlue corporate shouldn’t do the same.

BlogHer’s influence has exploded since I last attended in 2006. We went to BlogHer ‘06 in San Jose when our client Weight Watchers Online agreed to be an event sponsor. That year, there were 750 attendees and the sponsors sat at small, skirted tables under a pavilion smaller than my apartment. Other than General Motors, we were really the only major consumer brand represented. This year,  there were more than 2,400 attendees and the sponsor “expo” comprised two large rooms filled with brands like Jimmy Dean, P&G, Walmart, Pepsi, McDonalds, Stride Rite and Earth’s Best, among dozens of others.

Recent BlogHer research shows blogs are growing faster than traditional websites as online destinations. Three quarters of the population are active (once a week or more) social media users vs. half of the population in 2009. Three quarters of the population are active (once a week or more) social media users vs. half of the population in 2009. Facebook is #1 among the top then media destinations, but Twitter didn’t make the cut. Twenty seven percent rely on blogs when making a purchasing decision and 34 percent rely on social media channels. Here’s a link to the full survey.

Female bloggers are making a major impact on people’s lives and even influencing legislation. Sure there are a lot of mommy bloggers out there talking about playgroups, the carpool and kid products they love (all issues that matter to me, btw). But the blogosphere is about way more than that. I went to a panel about how to build a community for a cause. The room was filled with women who are dealing with tremendous challenges and engaging with and helping others though their blogs. The panelists included voices from www.gimpgirl.com and www.violenceunsilenced.com. A few members of the audience received applause when they introduced themselves. It’s quite moving when a previously anonymous blogger introduces herself and realizes how many fans she has – like Anita Jackson from www.momsrising.com.

The jury is out on whether bloggers should criticize products or companies. I went to a panel on fashion blogging and much of the conversation was about how to work with sponsors. Interestingly, all three bloggers talked about how they sometimes approach potential sponsors with ideas, much like a traditional publication would do with advertisers. They also encouraged sponsors to approach bloggers with an open-ended conversation (i.e. “I would love to connect with you to figure out how we might work together.”) But they weren’t in agreement about how honest they should be when they don’t like a particular brand. Two felt it was better to focus on the positive so they didn’t alienate would-be sponsors. The other clearly felt her honesty is what makes her audience keep coming back. They did all agree, though, that criticizing with a diplomatic and professional voice was the only way to go.

Bloggers will consider giving editorial exposure for free products they receive, but they want to get paid by their sponsors. If a brand “mandates” the inclusion of links or a specific number of Tweets, they’d better be ready pay for it. One audience member in a brand session I attended asked the blogger panel how she could encourage bloggers to participate in a video project she was hosting. They asked if she offered to pay them. You can imagine the reaction of the room when she answered, “It’s a journalistic opportunity.” Don’t forget journalists do get paid a salary that’s funded, in part, by advertising.

I was one of a few thousand people at Radio City Music Hall (RCMH) on Tuesday night that gathered to see Conan O’Brien’s “The Legally Prohibited from Being Funny on Television Tour.” It was an evening filled with comedy, rants about NBC, and special guests. Here’s what I took away, in addition to the image of Stephen Colbert and O’Brien in a hysterical yet rather uncoordinated dance-off:

-Team Coco wants you to tweet

Last month when I took my stepdaughter to see “Phantom of the Opera” on Broadway, we were reminded to turn off our cell phones and pagers (really, the announcement said pagers). For years now, audience members at shows and performances of all kinds have been asked to turn off wireless devices. So I thought it interesting that upon entering RCMH I was greeted with a sign instructing audience members who planned to tweet about the night’s events to use the hashtag #triumph (as in the insult comic dog).

It’s a new world. One where people are compelled to share whenever and wherever they may be. Encouraging tweeting – at a sporting event, performance, etc. - especially with a suggested hashtag, is a smart way to build trackable buzz and create a sense of camaraderie amongst audience members.

-Shtick journalism really resonates

Tuesday’s show was jam packed with special guests – Colbert, Vampire Weekend, John Krasinski, Paul Rudd, Bill Hader and Jon Stewart, clearly the crowd favorite. The applause the “Daily Show” anchor received rivaled when O’Brien first took to the stage. Nearly a year ago, a Time.com poll named Stewart “the most trusted news man in America,” beating out Charlie Gibson, Brian Williams, and Katie Couric. Judging by the crowd’s uproarious reaction to Stewart’s appearance, I’d stay he still ranks number one – at least with folks in their late teens to early 40’s.

I’ve liked Stewart since his days on MTV. He’s funny but beyond that he is articulate, expressive and appears well-informed. He’s addressing important stories in a way that makes people smile and think. Like Mary Poppins sang, “a spoon full of sugar makes the makes the medicine go down.”

Back in the 70s, my friends used to come over and watch in awe as I played games on our family’s little Mac with the cute multi-colored apple logo on the monitor.

My father was a successful computer scientist and programmer with NASA and NOAA, and so we were the first ones in our neighborhood to have a home computer.

Dad died more than 27 years ago. He had always advised me never to socialize with the people I work with; he believed people should keep their private life separate from their professional life. So I often wonder what this early adopter of computer technology would think about the cultural phenomenon that is social networking.

Many people thrive on putting their daily activities and innermost thoughts out there for the world (or at least their friends or followers) to see. Chances are good that a friend-of-a-friend is the friend of a co-worker, so it’s common sense to think twice before posting pictures of yourself getting your drink on or tweeting about how much you cannot stand your job.

Those of us in the public relations profession have always had rules about separating one’s personal and professional lives, especially when counseling C-level execs. We advise clients to think carefully before firing off a letter to the editor that’s based on personal opinion, since their position may be taken as representative of their company’s stance on a particular issue. Sometimes the two don’t match up, and that could be problematic.

Is that limiting free speech? To some degree, I suppose it is. But it’s worth the time to thoughtfully consider ways to express personal views that don’t cross the boundaries between home life and work life.

Now that the means to communicate quickly, easily and broadly have increased so dramatically, it’s more important than ever to think twice before posting your answer to the question: “What’s on your mind?”

When we pitched Method, we thought about what "product" we'd be...

Last week, Method home and personal care products announced a special offer for their Facebook fans: 50 percent off all online orders for 24 hours. The promotion celebrated the page reaching the 10,000 fan milestone. I logged on immediately and bought way more cleaning products than my two-bedroom apartment needs. And I wasn’t the only one who couldn’t resist.

Method’s fans started thanking the company immediately through their comments. However, the tone of the conversation turned quickly when people started running into issues related to hefty shipping charges. Others were complaining that the offer wasn’t valid in their home countries. Apparently, some people tried to call customer service and the folks answering the phones weren’t aware of the promotion. In all, there were 80 “likes” and 80 comments to the original post.

To their credit, Method responded quickly to people’s complaints and resolved most of the issues by asking them to email customer service directly for help. Thirty people commented once Method posted that information. Several people crafted original wall posts – largely expressing their gratitude. When I noticed that Method posted the offer, they were at 10,021 fans. Today, they’re up to 10,278. It seems the offer motivated fans to tell their friends.

Despite the hiccups, Method’s offer seems to have paid off in the form of social media cred. Perhaps others can learn from their challenges. Rose Communications issued a similar challenge to fans of the GearWrench fan page. We launched the page in November and asked for help getting to 2009 fans by the end of the year. When we fell just short of the goal, we decided it was important to offer something to express our appreciation to the early fans. We considered a number of different options, including a discount on GearWrench-branded merchandise. After anticipating some of the challenges Method faced last week, we decided to give away free ratcheting wrench key chains (they may not sound exciting, but they are mini-wrenches that are actually quite coveted!) to our fans. We had a nearly 100 percent response rate and GearWrench’s fan base increased as a result.

If you’re considering a Facebook fan challenge, we’d suggest the following tips:

1. Consider audiences outside the United States because they’re also your fans online
2. Don’t forget to alert customer service so they are prepared for calls
3. Post the rules online like you would for any other promotion
4. Prepare for fans to ask if the contest can be extended; some will miss it
5. Monitor fan feedback and respond; most fans will forgive almost any mistake if the response is thoughtful and timely
6. Review Facebook’s promotion rules to make sure you’re in compliance

The new director of global news at BBC recently told the organization’s journalists that they either need to embrace social media channels or find jobs elsewhere (good luck with that, Luddites). In an in-house publication, Peter Horrocks said, “This isn’t just a kind of fad…I’m afraid you’re not doing your job if you can’t do those things. It’s not discretionary.” It may sound harsh (particularly if spoken with a British accent), but he must have sensed resistance and deemed a mandate necessary.

It’s not news that many journalists and publications are using social media channels to broaden their reach. We recently met with an executive from Meredith Publishing (Better Homes & Gardens and Ladies Home Journal are among their many titles) who told us their Twitter feeds are often the top drivers of traffic to their destination sites. I believe the line between “traditional” journalism and social media will continue to blur to the point of non-existence. There are a lot of hungry journalists out there and it seems those who understand the need to diversify the distribution of their content (not to mention better communicate with their sources, peers and audiences) will endure.

Of course, we still need to resolve how media outlets will make money going forward. Or there will be no journalists to fire.

Yesterday, I attended a Public Relations Society of America (PRSA) seminar titled, “Regulatory Scrutiny of Social Media.” The speakers were attorney Michael Lasky of Davis & Gilbert LLP and Tricia Geoghegan, who oversees several social media initiatives for Johnson & Johnson.

Lasky provided a quick overview of the recently enacted Federal Trade Commission guidelines on testimonials and endorsements. The harsh reality is that marketers (including their agencies) can now be held liable for a blogger’s unsubstantiated or misleading claims. A blogger can be defined as anyone posting information on a social media channel. Geoghegan noted that brands considering their social media strategies should factor in both the marketing opportunity and their responsibility to community. While this is particularly true for a consumer healthcare company, I think all businesses can benefit by thinking in those terms.

Lasky offered tips to the audience to avoid a run-in with the law. Here’s my condensed version:

1. Encourage bloggers to disclose any material connections (including the acceptance of free products!).
2. Monitor blogs to ensure statements about your products/services aren’t misleading.
3. If you’re posting about your own company (or your client’s), be transparent about your connection.
4. “Street team” members and celebrity endorsers should also make their relationship to the marketer clear.
5. Develop written policies and procedures for employees who participate in social media.
6. Add the subject of disclosure to your media training process.
7. Ask yourself if your social media practices are likely to deceive the average consumer.
8. Seek legal counsel on new initiatives (can’t blame the guy for including a plug!).

Considering a promotion to drive fan traffic on Facebook? Not so fast. Facebook recently updated its promotion guidelines and it’s not as straight-forward as you might think.

Thousands of brands, celebrities, sports teams, musicians and other entities have launched fan pages on Facebook. And Facebook is wisely doing everything it can to monetize fan page traffic (for example, last week it announced advertisers can target friends of their fans) and protect itself against any liabilities from the promotions fan pages are hosting.

Most of the guidelines are intuitive – like you can’t offer prizes to people who are under 18 or require a purchase to enter. Section 3/Administering a Promotion through the Facebook Platform, though, was more than a tad surprising. If you are planning a promotion through Facebook, you must receive written approval from Facebook to do so. And, you must administer the promotion through an application (i.e. not via status updates).

Facebook has been a boon for small and mid-size businesses looking for cost effective ways to engage their customers. I haven’t tried to reach a Facebook representative to get approval for a promotion yet. But something tells me these kinds of restrictions are going to make it difficult for the vast majority of organizations that don’t have endless resources to optimize their presence on Facebook.

Fortunately these rules don’t apply if you’re promoting a contest you’re administering outside of Facebook. When we hosted a Twitter scavenger hunt earlier this week for the Radio City Rockettes, we posted these rules on the company website and only used Facebook status updates to alert fans to the opportunity.

Stay tuned as the rules are likely to change again. In the words of Section 6/Facebook Rights, “We may modify these Promotion Guidelines at any time without notice to you. You will subject to the most current version of these Promotion Guidelines then in effect.”

Recently we were asked to include social media best practices in a proposal. To follow is our list. As Peter Shankman and Sarah Evans wrote on their blog post, very few people can call themselves social media experts. To that end and given the dynamic nature of the practice, any suggested changes, contributions are welcomed!

1. Social networking channels, such as MySpace, Facebook and Twitter, require a degree of authenticity and transparency not always evident in traditional forms of marketing
2. Organizations that create a presence on social media channels must be willing to engage in a two-way dialogue with their target audiences and recognize it’s about human-to-human contact
3. It is critical to determine the role(s) – customer service, informer, reputation management – an organization wants to play before setting up a social media account
4. An organization should only share information via social networks that is easy (and desirable!) for others to share
5. A mix of social media channels can optimize an organization’s ability to participate in social media, as each tends to offer its own unique attribute and/or audience
6. The real-time nature of social media combined with its virtually unregulated content makes it imperative to monitor — and respond where appropriate – on a very frequent basis
7. Organizations should develop and utilize social media guidelines for their employees that outline how individuals characterize their affiliation

As the Federal Trade Commission drafts new rules on bloggers’ disclosure of sponsored content, BlogHer, the community of thousands of influential female bloggers, is in the midst of its fifth annual convention in Chicago.

We attended BlogHer in 2006 on behalf of our client WeightWatchers.com. The debate about the precarious relationship between trusted information sources and marketers with dollars aimed at garnering positive product reviews was percolating then and it’s raging now. (Incidentally, WeightWatchers.com was paying to attend the conference and exhibit, but they weren’t paying bloggers for posts.)

Days before this year’s conference kicked off, Elissa Camahort Page, the community’s co-founder, told AdAge that disclosure alone is insufficient. Her network is advocating that bloggers create a separate section of their blogs for reviews based on freebies, perks or outright compensation.

We’re members of the Word of Mouth Marketing Association and we’ve always been proponents of transparency. Camahort Page’s new proposal’s an interesting one. Ultimately though, which of the many proposals on the table is adopted doesn’t matter as much as continuing the lively dialogue. It’s important that there’s real forward movement on the establishment of best practices and policies – something both bloggers and marketers desperately need – especially since this world is evolving so quickly (next frontier: sponsored tweets).

Publishers, like mommy bloggers, have a right to monetize their work – how else will they survive and thrive? But they also need to retain their credibility and authenticity. We’re hopeful that as the industry moves towards consensus on these issues we’ll strike a satisfactory balance.