Month: July 2005

Like a Tour de France peleton chasing down a breakaway, the mainstream media has turned its eye to corporate blogging with a spate of new articles. They all mention the obligatory posterchild of corporate blogs done right, General Motor’s FastLane Blog. But they also dig deeper and surface some of the other excellent blogs out there (many running on Six Apart’s Movable Type software.)

US News & World Report runs down a laundry list:
Jonathan Schwartz, COO of Sun Microsystem
Randy Baseler, VP of Marketing of Boeing Commercial
Carole Brown, chair of the Chicago Transit Board
Richard Edelman, President and CEO of public-relations firm Edelman
Paul Otellini, President and CEO of Intel (internal blog)
Rich Marcello, SVP and General Manager of HP
Alan Meckler, Chairman and CEO of Jupitermedia

The Financial Times covers the 10,000 foot view, mentioning the GM & Boeing blogs but also pointing out the perils of not having a blog to respond to criticisms as in the oft-referenced case of Krytonite. After failing to respond in a timely way to the Bic pen hack that was amplified in the blogosphere they saw sales of their locks fall off a cliff and wipe out nearly half of their annual sales in just 10 days.

InformationWeek has a piece written by Bob Lutz who writes the FastLane Blog with some sage advice:

If you filter the negatives out, you don’t have a true dialogue, so how can you hope to change anybody’s mind about your products or your business? And changing minds is priority one at GM. The blog is a great opportunity to tell the public directly about the cars and trucks we have on the market and the ones we’re bringing to market soon. It’s one of the few chances we have to get the word out without running it through the media filter. Advertising is another avenue, of course, but it has much lower credibility than the blog, where we’re engaging in a real conversation with readers. We’ve also used the blog to address
specific media articles that we considered unfair, unbalanced, or uninformed.

To me, the blog is a way for GM to be culturally relevant. It allows us to be on the leading edge of new technology while getting our strong views out there about our cars and trucks. So far, response has been outstanding, with more than 5,000 visits and 13,000 page views a day. To any senior executive on the fence about starting a corporate blog, I have a word of advice: Jump.

Word.

Backbone Media, an internet marketing and web development firm based outside of Boston, has published a meaty survey of corporate bloggers to try and get a sense of the motivations and best practices behind corporate blogs. Their survey, Corporate Blogging: Is it Worth they Hype? is the best piece out there today. Along with the empirical survey results are also the results of interviews with bloggers at

• Annie’s Homegrown
• IBM
• iUpload
• Macromedia
• Maytag
• Microsoft

Each of the studies here contain useful lessons. I particularly like the story behind Macromedia’s product marketing blogs which underscores the benefits of open channels of communication with customers to the product development process. I think IBM got a bit short-changed in this report as the blogger they interviewed didn’t seem to represent the enlightened viewpoints I’ve been reading.

What Backbone Media really is talking about is harnessing the conversations and relationships generated by well-written product blogs to drive future product development. Listening to customers shouldn’t be a revolutionary concept:

In essence blogs are learning tools, specifically a company can use a blog to learn how to improve or develop new products by communicating more effectively with their customers through the use of corporate blogs. Any company should encourage customer ideas, reward them and learn from their customer’ s example. If they do they will build more successful products, which also have ready customers who want to adopt new ideas and products because those same customers have participated in the process of product development. Such a strategy will also have additional Internet marketing benefits in the form of more backlinks and higher search engine rankings, as well as direct traffic from links on many different websites.

We all need to remember, customers, by purchasing and using a product, own the past, present, future, and ultimate success of a company and brand. A good product manager represents the customers as constituents and gains their confidence as their elected leader.