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Hashtag as a popular culture phenomenon

in MY WORK

 

Hashtag-Comic

Until less than a decade ago, the symbol „#“ used to signify only a term related to phones or a sign for „sharp“ in musical notation system. Meanwhile, the perception has changed, and this simple symbol is one of the main tools of communication.This simple „#“ sign is not only a part of social media language, but also a part of everything we consume. It even changes the way the society writes and behaves since grammatically correct forms are no longer necessary today. According to research so far, short messages are 25% more interactive. Therefore, in order to send and receive messages, we do not need to use whole sentences, but only images and hashtag symbols, which confirms the visual effect domination. Nowadays, even the TV channels use hashtag to attract more viewers, widen the audience and distribute information much faster. Speed and simplicity are built in the new „hashtag culture“. Hashtag has developed from a simple social communication into a popular cultural phenomenon in a very short period of time.This trend is only a different way of using the Internet and just another possibility for posting the aimed personal content. It is possible that one day a specific obsession for hashtag as such will disappear, but until then it will continue to grow incredibly fast. The future of communication based on information technology is uncertain, because the possibilities are infinite, and the speed of development is unknown. The things that made hashtag the essential part of communication with audience in modern society are number of hashtags, number of social network users, an easy possibility to create contents that the whole world can access, mobile communication (with 80% of users of Twitter or even Instagram on mobile platforms), TV shows and advertising campaigns. This proves that a thing which started as entertainment became a part of popular culture of the modern society.                 

 

INTRODUCTION

This is the age of social networks such as Twitter, Facebook, Instagram. In the last five years, their popularity has grown so much that people from all branches use them, including Hollywood celebrities, famous musicians, politicians, and writers, who chose social networks as their basic means of communication.

Twitter enables its users to connect to thousands, or even millions of people at a global level, by using short messages with up to 140 characters, increasing the limit to 10,000 characters in the near future, which would change the way of communication on the social network. The world entertainment stage has accepted Twitter as means of presenting opinions and attitudes, thus providing the audience with exclusive news directly from the source. Ashton Kutcher, Oprah Winfrey, US President Barack Obama, and Arnold Schwarzenegger were the first celebrities who started using Twitter for sending quick messages and connecting with their audience. Therefore, Twitter was supported by the world famous singers, actors and presidents, and it became a particular spot for finding information, but also a popular culture phenomenon of with 284 million active users, and 500 million posts a day.[1] The pop-culture adoption of hashtags helped push hashtags into other social networks. Instagram adopted hashtags on January 27, 2011 and Facebook finally adopted hashtags on June 12, 2013.[2] The hashtag brought more than just attention, it gave even a list of people who actually engaged with someone`s story and brand. Hashtags have become more than just a simple way to categorize posts or add a narrative to the story behind.

 

RESEARCH

The purpose of this work is not to research the use of hash character in daily communication and its transformation into information source, which changed the traditional forms of communications. The aim of the research is to analyse the frequency, the way and the occasions in which the character is used and to define the role of hashtag in popular culture.

The object of this research is to understand the use of hashtag character in daily communication, trend setting and creation of popular contents.

Until less than a decade ago, the hash symbol “#” used to signify only a term related to phones or a sign for “sharp” in musical notation system. Meanwhile, the perception has changed, and this simple symbol now represents one of the main tools of communication, which has become a phenomenon of popular culture, online communication is no longer possible without it, and it has also been spreading within communication outside social networks. 

The research of hashtag as popular culture phenomenon and its use in daily communication has included the following:

Primary research:

  • Conversation/interviews with people in Serbia who are followed by a significant number of social network users (more than 5,000), and are therefore responsible for management of online contents of their own or their clients’;
  • Quantitative analysis by tools such as Topsy[3] and Tvitni.me[4] which analyse communication results on Twitter[5] social network with the analysis of hashtag characters and key words;

Secondary research:

  • The review which includes websites research, newspaper articles and blogs related to the use of hashtag character.

 

DIGITAL COMMUNICATION WORLDWIDE AND IN SERBIA

According to Merriam Webster`s Dictionary, social networks are „a kind of electronic communication (websites for social networking and microblogging) through which the users make online communities to share information, ideas, personal messages and other contents (such as videos)” .

Social networks are also defined as virtual, online communities which connect people who might share similar interests or activities, regardless of their location. They are interactive online services which provide pages with basic personal information, contact lists of people users can communicate with and exchange information publicly, for certain public only or in a private communication. As far as the number of users is concerned, the most popular social networks are Facebook, Twitter and Instagram.

In 2015 the most popular social network, Facebook, has reached more than a billion users in the world, 3.4 million of which are in Serbia. The next one is Twitter, which is classified as a part of microblogs subgroup, but definitely a social network, since the communication on Twitter has become very interactive and is often in a form of a dialogue, due to status or posts which can contain a maximum of 140 characters. Facebook was started at the beginning of 2004. This web page, available to everyone, is owned and managed by the company with the same name (Facebook, Inc.). It was founded by Mark Zuckerberg while he was a student at Harvard University. Initially, the membership on the page was only allowed to Harvard students, but later it was accessible to the students from colleges which are members of the “Ivy League”. After a while, all college and high school students were granted access, and eventually, all people over 13 could become members of Facebook.

Twitter is a social network designed for micro-blogging, i.e. it is intended for sending (and reading) short messages, called tweets, by the network name. The sender can limit message delivery to his/her circle of friends only, or leave public access available to anyone (which is an assumed choice). Even though, it was used with a limit of 140 characters in each tweet until now, Twitter management announced that it was considering increasing the limit to 10,000 characters, which would change the way of communication on the social network. The so-called “Beyond 140” project, as it is called by Re / code, will allow users to tweet and tweets will continue to show standard 140 characters at the timeline, but when you click to expand the tweet, you will see a message that can contains up to 10,000 characters.[6] Twitter has lately been established socially as an important platform of public communication which is in progress in real time. Twitter was started as a platform for personal communication between different people, and as other social networks, it has frequently been used for communication between media, journalists, governments and politicians and citizens – electorate, and between companies and consumers and users.

Twitter and Facebook provide the fastest way of exchanging news through short messages, mostly with attachments such as photos or links. By reading twits on your phone or computer, you can find out current events in the world or the country and your city momentarily. When we refer to the use of Twitter in Serbia, you can find some information on Twitter first, as was the case with the earthquake in Kraljevo, fire in the National theatre, big floods in the country in spring 2014. Of course, there is some news you can follow randomly, or by hashtag, which is far easier and more usual.

Instagram is a photo-sharing app that can have some relevance to the market, especially with Facebook’s recent acquisition of the application. Having more than 27 million users, Instagram has a very active user base. Use Instagram for capturing event and office culture photos. Anybody can also leverage the application to run contests and scavenger hunts. The Instagram hashtag is a powerful feature to engage viewers. Hashtags act as keywords providing a way for people to find photos through a simple search. Hashtags are especially useful as you seek to establish your brand as an industry leader and get more followers. Implement hashtags that are unique to your brand and industry, as well as hashtags that are popular keywords.

Regardless of the type of social network, social networking is simply the amplification of emotional reactions to a topic in modern life. If there are no emotions – the communication will not be successful. The hashtag is an essential part of the emotion, because the emotion will not reach wider audience without it, or become the part of the popular contents online.[7]

During one of the last art related conferences in the USA, Marcus Romer pointed out that it has taken 38 years for the radio to reach 50 million users since its beginnings, television has had to wait for 13 years, and Facebook has achieved the same success in only two years. This proves the independence of the future of communication based on information technology, because the possibilities are infinite, and the speed of development is unknown.[8]

It is difficult not to notice, or feel in a way, the influence of social networks, especially when it comes to popular web pages/applications such as Facebook, Twitter, Instagram, or even Wikipedia and You Tube. Since the end of 2006, social networks has started dictating the ways of using digital technologies worldwide.

Judging by the number of Internet users; Serbia is lined up with developed European countries, even though the social end economic situation cannot measure with the environment of those countries, nor can the development of information technology. Our country, with 52% of population using social networks, is the seventh in Europe, and the first in regional area. Iceland, Norway, Malta, Denmark, Sweden and Great Britain come before Serbia, and, for example, new technologies and online shopping are much more developed in these countries than in Serbia.

Every other Serbian citizen has a profile on some of the social networks, which is more than the average 40% in Europe. Men with 54% make the majority, compared to 46% of women, also a world average. The young aged 18 to 24 are the most frequent on Facebook, there are as much as 28% of those aged 25 to 34, and people older than 65 are least present, only 1,5% of them.

Picture 1: The purpose of use of the Internet according to people in Serbia[9]

 

THE USE OF HASHTAG IN COMMUNICATION

At the beginning of 21st century, the age of short text input came together with the blooming of mobile phones and social networks popularity. Short texts demanded abbreviations and shorter time to write messages, so the acronyms which became very popular in society today developed and they started being used outside social networks.

According to the text “The history of hashtag”[10], the term „hashtag” did not come up until year 2007 when Chris Mesinae (@FactoryJoe[11]) came up with the idea of using “the hash” as a symbol of metadata strategy.

Picture 2, chris-messina-first-twitter-hashtag, Tanja Tatomirovic

Picture 2. Chris Messina`s tweet with the first officially recognized hashtag

According to tweets researches, the first time a hashtag was used extensively as a way to categorize tweets. That was adopted by the public during the San Diego fire accident on October 23, 2007, when Nate Ritter used Twitter to spread the news about the fire and included the hashtag #sandiegofire.

Picture 3 San Diego fire, Tanja Tatomirovic

Picture 3. Nate Ritter`s tweet with the first hashtag to categorize tweets

The hashtag was not popular until Twitter promoted it in 2009. The hashtag was used before every word, from one tweet to another.

Hashtag became even more popular when Twitter added the Trending Topics option, where users can see popular hashtags used worldwide. When Instagram, which now has more than 200 million users and is one of the most frequently used applications for photo exchange, appeared in 2010, tha hashtag enabled people worldwide to share photos and connect to other users of the same interests.

With almost no limitations, the hashtags make users’ interaction easier. All you need is to put the symbol “#” in front of the word, and when you look for that precise word, all relating information and activities will be shown. This way, the hashtag becomes a certain “hub” (signifying the centre of an activity, topic or interest[12]) for an infinite number of topics around the world, thus enabling the user not only to follow the topic of interest but also to build it up by sharing familiar information and give contribution to information exchange. This way, the user simultaneously participates in setting trends related to films, music, politics or other areas, not necessarily events from modern life, but also those from the past.

The trend has been set with Throwback Thursday[13] hashtag. The origin of the term is unknown and almost impossible to find, and people might have used it before. This is how hashtag developed into a popular culture phenomenon simply and quickly.

Throwback Thursday signifies posting photos from the past, taken decades, years or months ago. #TBT on Twitter is a symbol related to any contents connected to the past, whether it is music, film, technological development or other topics. This confirms the fact that hashtag is not only a phenomenon related to modern trends exclusively, but it also enables finding and following trends which used to be popular long before it appeared. This represents a special opportunity to make people remember and find out about other values by means of social networks, which are the most available, most massive channel of communication of the 21st century with the fastest penetration recorded.

During the week, people post hashtags such as Man Crush Monday (#MCM) i Woman Crush Wednesday (#WCW). The days (Monday and Wednesday) give users an opportunity to post photos of people they admire, whether they are important for them personally or are simply celebrities. These hashtags are not as popular as #TBT, but they are certainly some kind of a trend judging by hundreds of millions of posts.

There is “Transformation Tuesday”, where users post two photos next to each other representing a kind of transformation or a makeover. For example, those who lost a lot of weight would post a photo before loss of weight next to their latest photo and hashtag it as #TransformationTuesday.

There is a Flashback Friday (#FBF) with the same concept as Throwback Thursday. Selfie Sunday is a trend of posting photos, selfies that users took, and so on.

For example, hashtag #80 enables us to get back to the past, and instead of browsing the Internet and using different theme pages, we get a full review of the pop culture of the eighties in one place. In 30 days (24/11-24/12/2014) there were 45,278 statuses related to the topic on Twitter and analysed with Topsy service, most of which are related to music (Duran Duran, Bananarama), and then those related to slang, questions about art, memories of different popular games of the decade, and so on.

 

Popularization of hashtag and how international celebrities influence the acceptance of the new communication trend and further development

The course of communication theory in two steps (also known as Model of multilevel course by Paul Lazarsfeld and Elihu Katz) is a theory based on a study from 1940 on a social influence which states that media effects are indirectly established by a leader personally influencing the opinion. Most people gain variety of information second hand under the influence of media and leaders who create public opinion, and this can explain the progress of a simple “#” symbol into a popular culture phenomenon.

Even though this theory is directly connected to spreading ideas, it can also be applied to trend spreading. Trends otherwise appear in mass media, but when a celebrity or someone people look up to start following them, they become popular with the general population. Just as any other trend in our society, it was popularized by celebrities, and the others simply started following it.

In year 2010, for example, a reality show star Kim Kardashian started a series of Throwback Thursday photos on Twitter and Instagram. She was one of the first celebrities to use weekly hashtags, and people started following her, as in other things she does. Until last year, it was one of the most popular hashtags on Instagram.

So far, more than 293 million photos on Instagram have been hashtagged as #TBT and more than 45 million as #throwbackthursday, according to Instagram data. The fact that a reality show star is meritorious for the popularity of the trend and that her posts on Twitter are followed by more than 28 million people undoubtedly shows the way society works. Things we do, wear, watch, the music we listen to are largely influenced by celebrities and other well-known people on social networks.

Hashtag, selfie (a photo we take of ourselves) and similar terms are words added to a group of 150 new words and definitions in Merriam – Webster Collegiate dictionary in 2014 which is now available in printed and online form at Merriam-Webster.com. These recently accepted terms show the growing influence technology has on people’s behaviour, especially those connecting on social networks, which they used to do in direct communication before (live).

In time, hashtag evolved into a form that enables humour, black humour, puns or even poetry. At the same time, Twitter corporation recognized the power of hashtag, which has now become a part of a design, slang and advertising slogans on this social network.

Hashtag has also been adopted outside Twitter, which proves that it has really become a popular culture phenomenon, spreading to other communication platforms. The famous USA rap singer Kanye West popularized the phrase “hashtag rap” a few years ago when he was describing the hip-hop rhyme pattern older than Twitter, which reminds of a way hashtag compresses comparisons.

Hashtag in music does seem similar to chorus, and it also has something in common with the brackets, since it gives additional explanation or qualifies whichever phrase it ends.

Today, hashtag characters are everywhere. They are seen in commercials, on T-shirts, websites, in TV programmes, and even in the news.

Hashtags are important for modern popular cultures because they are used so widely that they came over the generation gap, and some companies started trying them and using them a few years ago.

First of all hashtags are important for popular culture today because they are so widely used. In only a few years’ time, they managed to transform from a completely new concept into a world social trend used by millions of people. The use has not been limited to social networks such as Facebook, Instagram or Twitter, since hashtags are now present in all media types.

There is a video[14] in which USA stars Justin Timberlake and Jimmy Fallon are mocking hashtags, and the video shows how much they are really used in today’s culture. The hashtags are widely used in lots of different contexts of everyday life and speech, and their value as phenomenon cannot simply be ignored by the society.

 

SURVEY AND STATISTICS: Popular Serbian Hashtags and the meaning of Hashtag to vivid users in Serbia

Digital communication is something that began as fun and became a part of popular culture of contemporary society and part of the usual course of business. Communication on digital channels, without additional effort or integrated campaigns and broader strategy, enables interaction, but not necessarily the audience feedback of equal intense, who may click on the content, or expand the information, but may not buy the product or get to the event only because the content communicated on the social network is likeable and appealing as presented on the social network or another digital channel of communication. Social networking is, simply, the amplification of emotional reactions towards the institution or company that handles the communication with the audience on these networks. If there is no emotion, there is no success in communication, even if you use the hashtag you organise your communication or make it more available.[15]

According to a survey of a few people who are active on social networks, first of all those who have more than five thousand followers on Twitter (number of followers on 01/17/2016, provided by Tvitni.me analytics service) and at the same time deal with social networks in their daily work or provide advertising services or relationships with so-called “online community” to its customers, the answers to a question “What is a hashtag to you?” were similar, which confirms the fact that hashtag has become a tool for choosing or creating information:

  • Social media user 1, number of followers 6.315: „HASHTAG is a place where journalists and editors make sure they have not missed anything interesting on a Line[16] and where they can, by a simple click, get information which will turn up in headlines tomorrow!”
  • Social media user 2, number of followers 12.638: „HASHTAG is a way to avoid the so called information overload. The optimists say there is no such thing as information overload, only bad filters. HASHTAG is a filter, through which you follow things important to you. Here is an example: #ACTAtalks #kojesledeci #onokad.
  • Social media user 3, number of followers 11.293: “The unavoidable sign for searching closely related words which refer to Twitter communication of the people in niche.”
  • Social media user 4, number of Twitter followers 14.955: „HASHTAG is a combination of ASCII characters which follow the hash (#) without space and punctuation, our letters and so on. They are used to “filter” the contents on Twitter depending on whether you want to see it or not. Searching by hashtag you can see the contents of all messages containing the hashtag or you can add the tag into the filter and not be able to see in your timeline anything containing the hashtag. In general, there are two types of hashtags, one is a general hashtag, you can tag a link, or if you want to mark a photo you can put (#pic), or if it is funny (#lol), or sexual (#nsfw). On the other hand, there are “unique” (if possible) hashtags which are used to follow only one topic. For example, #utisak is related to a TV show “Utisak nedelje” (The Impression of the week), and not to an impression of yours…“
  • Social media user 5, number of Twitter followers 10.431: „I like hashtags, because when I get lost on Twitter, they help me find where it all started and what people talk about. If I do not like the topic, I can choose not to follow it. Hashatgs complete the twits, and I like that.”
  • Social media user 6, number of followers: 9.183: „HASHTAG is an easy way to group all tweets related to a topic that interests you.”
  • Social media user 7, number of Twitter followers 8.170: „An easy way for marking and finding topics on Twitter, as well as an excellent advertising tool for online promotions.“

 

As one of the interviewed people mentioned, a hashtag can be general, and it can also refer to a concrete topic spoken of online. This is the case with a hashtag „utisak“ (influence) which refers to a certain Serbian TV show. For the chosen 30 days (from 08/01 to 08/02/2015) the hashtag „utisak“ was repeated for 2,298 times on Twitter.

Picture 4. Monthly statistics for hashtag utisak, Tanja Tatomirovic

Picture 4. Monthly statistics for hashtag #utisak (Topsy.com), from 08/01 to 08/02/2015

This show was during its broadcast as popular on Twitter as it was on TV, but the filtration by hashtag made it possible for users of the social network to follow the show, and without limitations make comments, ask questions and often get answers in the TV show. This example shows the phenomenon of hashtag in communication today and in popular culture, where a TV show gains another parallel life on an online channel, which was not generated by the author of the show herself, but by the audience.

Besides media, journalists or public events, hashtag is also used in private statuses on Twitter – tweets. There are some popular hashtags in Serbian, chosen as the most popular based on the analytical service Tvitni.me in February 2015, which are used to communicate users’ moods or attitudes:

  • #onokad (#likewhenyou) is one of the most frequent hashtags in Serbia, as a prefix to sentences which state an opinion, mood, attitude or emotion;
  • #mrzimzimu (I hate winter) is one of the hashtags where people state their feelings toward the season, and it can also be related to clothes, road safety, weather forecast or anything related to a negative attitude to winter conditions. Similar hashtags are #uinatzimi (in spite of winter) or #uinatsnegu (in spite of snow) and so on, and by using them, groups of like-minded people are formed, or people with the same attitude to winter, or so;

In Serbia, in social networks communication the hashtag #uticaj (influence) is also popular, and in the beginning it only related to “marking” the users of Twitter with a large number of followers. Today it is being used as a mark for an achieved goal which implicates wide consequences in the community, regardless of the area it refers to.

The audience in Serbia is still immature, although the social networks, the blogs and all that “digital scene” are not of short life and is not new to Serbian market. However, the digital communication and the communication in general, should not be “playing it safe” and go only for the “safe options” – the well-known questions and answers. It must evolve and capitalize on the opportunities of development of the social networks in order to reach more information about the customers and their preferences, to learn more from them, to have them surprised, shocked, inspiring them or simply leading them to the goal. Such communication management on the social media means not only to connect, but also to bring the audience to a new level of engagement, which is based on the direct dialogue and transparent relationship. Serbian digital users cannot, although we still do, use the digital communication capabilities as the mere “digital bulletin boards” and for the simple expression of undefined emotions through the use of the “like”, the “share” or the “sticker” or even “hashtag”. [17]

 

CONCLUSION

Today, the symbol “#” does not only represent a part of the social network language, but it is also a part of everything we consume. Actually, the symbol even changes the way the society writes and behaves, because grammatically correct forms are no longer necessary. Everything boils down to a possibility to attract as much audience as possible by using the shortened texts.

According to research so far that Kissmetric service[18] announced, shorter messages are 25% more interactive. Therefore, in order to send and receive messages, we do not need to use whole sentences, but only images and hashtag symbols, which confirms the visual effect domination. Nowadays even the TV channels use hashtag characters to attract more viewers, widen the audience and distribute information much faster. According to research results on this analytical website, pictures get 53% more likes and 84% more clicks than exclusively text messages, so the media which are consumed fast have the advantage, and that is an inevitable trend when it comes to brand development and advertising campaigns.

Hashtags are interesting cultural meme“, says Jonah Berger, the author of the book “Contagious: Why Things Catch On” and a marketing professor at the University of Pensilvania. They started as useful and applicable, but evolved so much that now they represent cultural phenomenon and give you the impression of being well-informed. Therefore, this is what we do: now we hashtag everything.”

Regardless of the type of social network, social networking is simply the amplification of emotional reactions to a topic in modern life. If there are no emotions – the communication will not be successful. The hashtag is an essential part of the emotion, because the emotion will not reach wider audience without it, or become the part of the popular contents online.

Speed and simplicity are implemented in the new „hashtag culture”. Hashtag has developed from a simple social communication tool into a popular cultural phenomenon in a very short period of time.

This trend is only a different way of using the Internet and just another possibility for posting the aimed personal content. It is possible that one day a specific obsession for hashtag as such will disappear, but until then it will continue to grow incredibly fast.

The things that made hashtag the essential part of communication with audience in modern society are number of hashtags, number of social network users, an easy possibility to create contents that the whole world can access, mobile communication (with 80% of users of Twitter on mobile platforms18), TV shows and advertising campaigns, which also made it even more popular. This proves that a thing which started as entertainment became a part of popular culture of the modern society.

 *******

 

[1] Twitter, About the company – https://about.Twitter.com/company

[2] Marketing Land – http://marketingland.com

[3] Topsy: www.topsy.com, online service that searched and analysed data from Twitter, worked until December 2015, now integrated to Apple search services

[4] Tvitni.me: www.tvitni.me, online Twitter analytic service, created in Serbia

[5] Twitter: www.twitter.com, social network

[6] Perlberg S., (2016), CMO Today: Twitter Weighs 10,000-Character Tweets, The wall Street Journal, http://www.wsj.com/articles/cmo-today-twitter-weighs-10-000-character-tweets-1452084097

[7] Tatomirovic T., (2015), Ako nema emocije, nema ni uspeha u komunikaciji, Marketing mreža, http://marketingmreza.rs/ukoliko-nema-emocije-nema-ni-uspeha-u-komunikaciji/ (If there is no emotion, there is no success in communication! – Marketing Network Portal)

[8] Tatomirović T., (2008), Virtuelno komuniciranje u budućnosti: upotreba i zloupotreba, CM Časopis za upravljanje komuniciranjem, 7/2008, 103-112. (Virtual communication in future: use and misuse, CM Magazine for communication management)

[9] The use of informational and communicational technologies in the Republic of Serbia 2014, Republican Bureau of Statistics, http://webrzs.stat.gov.rs/WebSite/repository/documents/00/01/50/47/ICT2014s.pdf

[10] Twitter: www.twitter.about.com

[11] Names with „@“ prefix are names and/or nicknames of the users of Twitter

[12] The Free Dictionary, http://www.thefreedictionary.com/hub

[13] Knibbs K. (2015), Digital trends, http://www.digitaltrends.com/users/kateknibbs/

[14] Justin Timberlake`s and Jimmy Fallon`s video: http://www.youtube.com/watch?v=57dzaMaouXA

[15] Tatomirovic T., Jugoslovensko dramsko pozorište na društvenim mrežama, Teatron – časopis za pozorišnu umetnost, 172-173/2015, 83-93,

[16] Line – slang, signifies the course of communication on Twitter

[17] Tatomirovic T., (2015), „Ako nema emocije, nema ni uspeha u komunikaciji“, Marketing mreža, http://marketingmreza.rs/ukoliko-nema-emocije-nema-ni-uspeha-u-komunikaciji  (“If there is no emotion, there is no success in communication!” – Marketing Network)

[18] Kissmetrics, social media analytic service: www.Kissmetrics.com

 

LITERATURE

  • Arts Council England, Digital audiences: Engagement with arts and culture online, 2010.
  • Berger J., Contagious: Why Things Catch On, Simon & Schuster, 2013.
  • Thomas, L.,Twitter at the office social eyes, Journal of Web Librarianship, 2010.
  • Tatomirović T., Virtuelno komuniciranje u budućnosti: upotreba i zloupotreba, CM Časopis za upravljanje komuniciranjem, 7/2008, 103-112, Protokol Novi Sad – Fakultet političkih nauka Beograd, 2008.
  • Tatomirovic T., Ako nema emocije, nema ni uspeha u komunikaciji, Marketing mreža, http://marketingmreza.rs/ukoliko-nema-emocije-nema-ni-uspeha-u-komunikaciji/ (If there is no emotion, there is no success in communication! – Marketing Network Portal), 2015.
  • Tatomirovic T., Jugoslovensko dramsko pozorište na društvenim mrežama, Teatron – časopis za pozorišnu umetnost, 172-173/2015, 83-93, Muzej pozorišne umetnosti Beograd, 2015.
  • Upotreba informaciono-komunikacionih tehnologija u Republici Srbiji, Republički zavod za statistiku, 2014. http://webrzs.stat.gov.rs/WebSite/repository/documents/00/01/50/47/ICT2014s.pdf
  • Zappavigna M., Discourse of Twitter and Social Media: How We Use Language to Create Affiliation on the Web – Continuum Discourse, Continuum Publishing Corporation, 2012.

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Da li sam ja plavuša koja beži iz kupatila kada opere kosu?

in MY WORK

Stara priča: agencija – klijent – novinar i obrnuto

Kada mi u Srbiji pošaljemo neispravno svinjsko meso u izvoz i to prođe sa „obratićemo ubuduće više pažnje“ – ko sam ja da se bunim zbog jedne pogrešne reči? 

Ovaj tekst inspirisan je jednom glavoboljom sa jednom od PR agencija, “Nijebitnokojom”, a ne bi bio napisan da me kolega prekjuče nije podsetio rečima „Ja nisam mogao da se uzdam ni u jednu agenciju u Srbiji i budem siguran da će od njih izaći nešto što ja neću morati da pregledam.“… A šta se desi ako ne možete baš sve da pregledate, ne možete da držite crvenu olovku kao učiteljica i ispravljate greške, interpunkciju, pravopis… Onda se desi da vas boli glava.

Ovaj tekst napisan je na osnovu istinitog događaja. Istinit događaj je moje iskustvo sa agencijama – iznutra i spolja. I glavobolja je istinita, isto tako.

Odavno se bavim poslom odnosa sa javnošću – još od početaka volontiranja po raznim redakcijama, posla dopisnika, novinara kojem je pendrekom razbijena glava na demonstracijama 1996., preko prvih naslovnih strana zbog kojih sam bila na „oku policije“ i bila primorana da prestanem da pišem to što sam pisala.

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U okviru Ministarstva prosvete i početaka tada novog, centralizovanog upisa u srednje škole, imala sam zadatak da vodim računa o tonama neke administracije, ali i da svake godine roditelje 4.000 osmaka i te iste osmake, njihove tetke, strine, babe i dede, obaveštavam o tome kako će se polagati prijemni ispiti, kako se popunjava lista želja, kako da dete iz Kovina (ne) bude upisano u školu u Nišu i slično. Agenciju nisam imala, bila sam one-man-show i sve je teklo kako treba. Novinari su bili ti koji su mene zvali, ja im davala informacije, pila kafu sa njima, objašnjavajući sve novitete, uporedo radeći sve ostale poslove vezane za upis u tom regionu.

U Višem trgovinskom sudu bila sam pionir koji je trebao da uskladi 17 regionalnih trgovinskih (sada privrednih) sudova i objasni im zašto moraju da se otvore ka javnosti i kako da postupaju sa informacijama od javnog značaja. Jednostavno, moj zadatak je bio da posle afere „stečajna mafija“ trgovinske sudove dovedem u stanje normalne ili, pak, bolje komunikacije sa medijima i javnošću. Agenciju nisam imala, pomagao mi je USAID – CCASA projekat, ali sam sve operativne, a i većinu strateških stvari, obavljala sama. Rezultat tog  rada bilo je priznanje povodom svetskog Dana prava javnosti da zna i preporuka Rodoljuba Šabića.

U Petrohemiji nije bilo slatko komunicirati sa javnošću i obaveštavati ih šta je štetno, šta nije, kako je tehnologija „ipak“ stara nekoliko decenija i kako 1.800 porodica živi od te iste tehnologije… Iz ove perspektive živo me zanima kako bi jedna agencija, one sa kojima se danas susrećemo, ispratila benzen, isparenja, propilen, sirovi benzin i ostalo, flertujući u komunikaciji sa državom kao većinskim vlasnikom, ali i „vlasnikom“ inspekcija za zaštitu životne sredine, te sa lokalnom zajednicom čije sportske klubove sponzorišeš u isto vreme… Zanima me, između ostalog, kako bi bilo koja agencija računala radne sate u sred noći, kada me je, obično oko 2 – 2:30, zvao dežurni fabrike da mi kaže da smo, npr., „ispali“. To je značilo potencijalne milionske troškove za ponovno pokretanje fabričke skalamerije, ali i veliku mogućnost da će kontrolne stanice vazduha u gradu poludeti… Verovatno bi nas to skupo koštalo, a rezultat bi bio vrlo neizvesno bolji od onoga što sam postizala sama – neprekidan kontakt sa medijima, po neka kafa, po neko sukobljavanje stavova, što je, istovremeno, značilo i moju spremnost da podelim istinu, budem realna, od novinara zatražim pomoć, ali ih i sa kamerama uvedem u krug fabrike… i tako smo uspevali da napravimo strategiju, samo mediji i samo ja, bez agencije. A nije da mi nije trebala pomoć. Ljudski životi su, često, bili u pitanju…

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U mojoj sledećoj firmi – velikom, regionalnom operateru kablovske i digitalne televizije i interneta, agenciju sam, kao direktor Sektora korporativnih komunikacija, koristila samo u Sofiji, gde sam imala potrebu za organizacijom „na daljinu“ konferencija za novinare, te u Sarajevu, gde u tom momentu, još uvek, nisam imala direktne kontakte sa medijima. I bilo je u redu. Svašta smo nešto uradili u toj firmi. Sredili forum koji je bio u haosu, uspostavili dobre odnose sa medijima, viđali se sa njima…sve bez agencije, sa internim timom i nekoliko spoljnih saradnika koji su radili pod našom/mojom palicom. Na kraju je taj rad rezultirao i čuvenim PRiZnanjem za najbolju kriznu komunikaciju . Bez agencije, a nije da mi nije trebala, jer je posla bilo i previše…

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E, onda sam ja postala „kao agencija“. Bila sam freelance savetnik za komunikaciju. Radila sa nekoliko saradnika – agencija i projekata, od kojih sam često mogla da čujem „Ne možemo mi da držimo te standarde koje ti postavljaš.“ A šta sam ja to postavljala kao standard za klijente (a klijenti su bili i mali, i veliki, i domaći, i svetski, i firme, i projekti…)? Pre svega, taj moj “standard” je bio da znam čime se klijent bavi i da se upoznam sa spektrom usluga i proizvoda; da se ne bavim SAMO i striktno uslugama koje smo ugovorili, nego da uvek dam nešto više; da predložim više; da ne radim sve u poslednjem momentu; da proverim sa klijentom sve što treba, ali i da mu dam povoda i sigurnost da se osloni na mene; da posavetujem i kada se savet ne traži;… da ne pravim slovne greške; da prevodi budu kvalitetni, ali i u duhu jezika; da ponudim sve ono što bih ponudila i sebi samoj da sam klijent, sve ono što znam da bi mi, kao klijentu, značilo…

A onda sam, pre 1,5 godinu preuzela PR palicu u Microsoftu, za tržište Srbije i Crne Gore. Novo iskustvo, u svakom slučaju. Prepuno korporativnih standarda, koji su mi u nekim slučajevima sasvim OK, mada neki znaju i da umore. Svejedno, to nam omogućava da u više od 110+ zemalja uspešno radimo isto – i oni u centrali u Americi, i mi ovde, i kolege u Kazahstanu. Agencija je tu i znači nam zbog velikog obima posla koji imamo, kako interno, tako eksterno. Baš zbog toga da bi sve bilo kako treba, na mestu, po proceduri, struktuirano, bez greške.

I sada, ako očekujete da ću početi da kritikujem agencije sa kojima radim ili sam radila – neću. Reći ću da su standardi generalno niži nego ikada, iako je konkurencija (pre)velika. I ja, a i većina mojih kolega to može da potvrdi, ako želi… Sa druge strane – agencija su ljudi. Ti ljudi ne rade samo za mene, kao što ja radim samo za mene (osim u slučajevima kada postanem toliko dobrodušna, pa krenem da pomažem svakome ko me zamoli, nauštrb svog sna i koncentracije).
To su ljudi koji za klijente imaju mene, ali i Jelenu, Ivanu, Marka, Milicu,…i mnogo njih. Ako još, povrh toga, rade u različitim industrijama, zašto ja onda da ne očekujem da pogreše u opisu nekog mog servisa? Da li je paket ili servis, da li je Office 365 ili 2013, ko te pita… teraj dalje, svakog čuda za tri dana, pustićemo novo saopštenje, ko ih još broji, idemo, idemo… tweet, post, tekst, event,… “A ko si ti, ustvari?”

I pitam se da li je problem u mojim zahtevima, standardima, u tome da je neko mnogo ili malo plaćen, da li je isto ako je „ne verovatno“ ili „neverovatno“, da li je „user friendly platform“ zaista „prijateljski nastrojena platforma“ ili „poznata platforma“, da li je „servis“ ili „paket“, da li je… i onda sedim sa jednim od naših respektabilnih novinara iz jednog velikog tradicionalnog medija na kafi, njemu zvoni telefon, on pogleda u isti i kaže: „Agencija? Pa neću da im se javim. Nek mi se javi njihov klijent ako mu je važno, agencijama se ne javljam.“.

Mnogo volim ljude iz agencija. Većinu njih. Neki su izuzetno inteligentni, neki zabavni, duhoviti, većina zna svoj posao…ali ne mogu da postignu sve. Neki, prosto, nisu radili u redakcijama i ne znaju kako novinari funkcionišu, osim što im je neko o tome pričao. Da li im tražim opravdanje ili pokušavam da izlečim svoju glavobolju koju su mi tog jednog jutra, bilo kog, implementirali kao „highlight of the day“… ? Ne znam, ali znam da se sa većinom njih osećam kao da sam na traci. Jedna od.

Ponekad se osećam i glupo, kao prava plavuša, ona iz viceva tipa „Zašto plavuša beži iz kupatila kada opere kosu? Zato što na šamponu piše „Wash and Go“. Osećam se glupo i kada se neke PR agencije prodaju kao lobisti, a  Toma Damnjanović ih i ne poznaje, a ni oni što se vazda nalaze u svim vladama. Posebno sam se glupo osećala kada su neke agencije pokušale da mi prodaju neke „inovativne digitalne strategije“… a ja se istima bavila kada su oni još bili u srednjoj školi. Digital TV Europe me je jednom, 2010. godine, stavio u 50 najvažnijih ljudi broadband industrije upravo zbog digitalne komunikacije.

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Ja se raspitam pre sastanka sa kim se sastajem, šta mu je stručnost, kako ga mediji percipiraju… Jednostavno, napravim unakrsnu istragu preko interneta ili raspitujući se i onda idem na sastanak. Vi ne?

Volim i novinare. Mnogo su mi dragi. Negujem ih koliko god mogu. I to ne radim na silu, nego zato što volim da vidim nasmejane ljude oko sebe. I ne uzimam im za zlo kad mi traže da platim članak. Platim kad mogu, kad ne mogu – oni ga objave i bez toga, jer imamo dobar i pošten odnos. Jave mi kad nešto može, a i kad ne može. Umeju i oni mene da nasmeju. Nekad pritiskaju kao ludi, ali nisam ni ja, nekad, mnogo bolja. Nekako umemo da uskladimo taj pritisak.

I da zaključim – mislim da moje kolege i ja više cenimo i volimo kada nam agencija kaže „Ne mogu to da ti završim.“ umesto „Izvini, neće se ponoviti.“. I ne treba da se ponovi. Nećemo da se igramo beskrajnih repriza kao na RTS-u. Može li neka premijera? Npr. tipa „Ubistva u Midsomeru“  – ne preterano uzbudljive, ali pouzdane i dovoljno zanimljive da je odgledaš opet, bez da te boli glava.

Da, i da se ne osećaš kao Rus kome su poslali neispravno svinjsko meso…ili kao plavuša koja beži iz kupatila.

Čak je i Duče „nagazio“ Lizu Serđo kada je shvatio da ona samovoljno interpretira njegove govore prilikom prevoda na engleski. Možda je njoj to pomoglo da napravi karijeru jedne od prvih ženskih komentatorki, ali Dučeu sigurno nije pomoglo u njegovom PR-u u koji se toliko uzdao. Ili…?

Enjoy the day – MUSIC

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Odricanje od odgovornosti: Ovaj tekst nema veze ni sa jednom konkretnom agencijom koja posluje u Srbiji ili regionu. Tekst je napisan kao lični utisak autora o dosadašnjim opštim iskustvima i ne odražava ni u jednom segmentu stavove bilo koje pomenute kompanije, institucije ili pojedinca. Unapred se izvinjavam onima koji nisu doprineli ovakvom utisku, a njih, na sreću, još uvek ima. Hvala i onima koji su se prepoznali… 🙂

Disclaimer: This is a personal web page. The opinions expressed here represent my own and not those of my employer or anybody else.

SMEMO LI DA ZANEMARIMO FORUME?

in MY WORK

Internet doajeni o istoriji i budućnosti internet foruma
SMEMO LI DA ZANEMARIMO FORUME?

Zahvaljujući društvenim mrežama kao što su Facebook, Twitter, LinkedIn, a u novije vreme i Pinterest, te mogućnostima komentara na online izdanjima raznih medija, o forumima kao načinu komunikacije na internetu, posebno u svrhe promovisanja brenda, sve manje se govori i na njih se usmereva sve manje pažnje. S razlogom ili ne, forumi su donekle zapostavljeni. Možda nam se samo čini da je njihov značaj dolaskom novih društvenih mreža umanjen?

Kako je to izgledalo pre samo nekoliko godina, a koji značaj forumi imaju danas, podelili su sa nama poznati online stručnjaci Miloje Sekulić, vlasnik i direktor Internet agencije (www.internetagencija.rs), Željko Subašić aka Poslednji Skaut, direktor LBS TEAM  (www.lbsteam.com i www.poslednjiskaut.com) i Dragan Varagić potpredsednik Internet group (www.internetgroup.rs i www.draganvaragic.com).

Ova trojica doajena internet komunikacije podsetili su nas kada su forumi doživeli svoj najveći uspon. Dragan Varagić nas vraća u doba od 2001/2002. do 2007/2008. „U to vreme kompletan dijalog na webu se dominantno dešavao na različitim forumima, slično kao što je to sada sa Facebookom, ali ipak u manjoj meri – bilo je manje korisnika interneta u ovim krajevima.“ Željko – Poslednji Skaut, sa pet hiljada žena na svom ličnom Facebook profilu i značajnim brojem fanova na stranama koje je pravi i vodi, kaže da se era interneta deli na vreme pre i posle pojave Facebooka, najvećeg fenomena internet komunikacije. „Samim tim je i jedan broj foruma prestao da postoji, izgubivši svoju publiku, koja je našla zanimljivije mesto za interakciju.“ dodaje on.
Dragan podseća da različite društvene mreže imaju različite namene: „Korišćenje društvenih mreža je prisnije i jednostavnije. U osnovi, naročito putem Facebooka, korisnici dominantno imaju komunikaciju sa svojim poznanicima, a preko Twittera se dominantno informišu. Forumi nikada nisu bili uspešni u komunikaciji sa prijateljima i poznanicima, a naročito nisu bili naročito efikasni u prenošenju novih informacija.“
Ipak, Miloje Sekulić naglašava da, za početak, treba imati na umu činjenicu koju mnogu zaboravljaju, a to je da forumi jesu društvene mreže.

Prisetili smo se i najpopularnijih foruma u Srbiji i regionu i njihovog „zlatnog doba“. Željko i Dragan odmah pominju Elitesecurity, Devprotalk i naravno Burek, ali i forum B92, forum Krstarice, MyCity, kao i veći broj manjih foruma koji su i danas dosta aktivni. Miloje dodaje da je Burek (www.burek.rs) definitivno najveći opšti forum u regionu i on broji preko 1.500.000 registrovanih članova. „Sama činjenica da je bio među retkim ovdašnjim web lokacijama koje su bile interesantne stranim investitorima da ulože novac u njih govori o potencijalu tolikog broja ljudi okupljenih na jednom mestu. Ivan ga lepo vodi i danas i mudro koristi njegov potencijal za podršku drugim projektima koje razvija.“ Miloje nas podseća i na „ženske“ forume – „Ana forum (www.ana.rs) je do pre malo više od tri godine kada su nastali „Blic žena“ i „Lepota i zdravlje“ bio jedina razvijena web lokacija specijalizovana za dame i njihova interesovanja. Mislim da se nisu dobro snašli u novom vremenu i da nisu monetizovali svoju popularnost koliko bi mogli.“ Ako vas ne dao Bog nešto štrecne i potražite na internetu lek za svoju boljku vrlo je verovatno da ćete među prvim rezultatima pretrage naići na Doktor forum. „Manje je poznato da je njegov vlasnik developerska kuća, a to se vidi recimo po naprednim fukcionalnostima objedinjenim u sekciji “Net Doktor”www.doktor.rs/netdoktor.php.“ kaže Miloje i podseća da je forum B92 (http://forum.b92.net) značajno doprineo popularnosti i poseti samog B92 sajta izazivajući i brojne negativne komentare zbog politike moderacije. Na kraju, ali naravno ne najmanje bitni, jer od njih je sve počelo, su pomenuti stručni IT forumi Elitesecurity (www.elitesecurity.org) i Devprotalk (www.devprotalk.com). Elitesecurity je u jednom trenutku bio regionalni fenomen. „Ne samo da je bio najveći stručni regionalni forum nego su na njemu, naravno bez tenzija, razmenjivali znanje i informacije svi IT profesionalci i oni koju su to želeli da postanu.

Željko je bio urednik SBB foruma, koji je bio najveći i najorganizovaniji forum kada govorimo o forumima kompanija koje se bave internetom i kablovskom televizijom. „U početku je bilo dosta problema, dobio sam u ruke forum koji niko godinama nije održavao na pravi način. Recimo, za prva tri meseca sam uklonio ogroman broj komentara kojima nije bilo mesto ni na ulici. Urađena je totalna reorganizacija istog i započeto je moderisanje 24/7.
Miloje je bio moderator i administrator “Internet marketing” delova Elitesecurity i Devprotalk foruma i još nekih delova Elitesecurity foruma vezanih za E-poslovanje, razvoj interneta, itd. „Početkom ovog veka (sjajno zvuči, zar ne!?), tamo negde 2002. godine poraslo je interesovanje za internet marketing pa su na tada praktično jedinom tadašnjem IT forumu otvorene sekcije posvećene ovoj temi.“, seća se Miloje i dodaje da su te teme uređivali Dragan Varagić i on. „Bilo je to stvarno lepo pionirsko vreme specifično i po tome što su “forumaši” počeli da se druže i van foruma.“ On je tada, uz dragocenu logitičko-organizacionu pomoć Zorana Torbice organizovao prva okupljanja članova Elitesecurity foruma, a potom i sedmodnevni festival interneta “ES leto” (http://www.elitesecurity.org/f63-ES-leto-manifestacija). „Mislim da je to bio inicijani trenutak za stvaranje ovoga što danas zovemo “Internet zejednica“ i nukleus za mnoga kasnija dešavanja. Ljudi su se tada videli, prepoznali i upoznali i ta prijateljstva i poslovne saradnje traju i danas.“ kaže Miloje.

Šta se postizalo komunikacijom na forumima? Da li je postojala opipljiva korist za kompaniju/brend ili su forumi služili za komunikaciju sa publikom i za ublažavanje eventualnog negativnog imidža kompanije i/ili brenda?

Forum je bio mesto gde smo se trudili da svaka novost iz kompanije prvo bude saopštena korisnicima, kao neka vrsta ekskluzive.“ kaže Željko i podseća da je forum odigrao važnu i ogromnu ulogu u momentu velike krizne situacije u SBB-u. „Društvo Srbije za odnose s javnošću je tu uspešnu kriznu komunikaciju, u kojoj su korišćeni najviše online kanali, nagradilo PRiZNANJEM pre dve godine. Blagovremenim informacijom na forumu, ali i na drugim online kanalima o kvaru satelita kada je bezmalo pola miliona domaćinstava ostalo bez TV signala, kompanija je prošla bez negativnih objava u medijima i bez otkazanih ugovora, što je bio veliki uspeh.“ Željko podseća da ovo nije bilo moguće bez stručne pomoći i saradnje u samoj kompaniji – „Ja sam imao sreće da je tamo tada o PR-u vodio računa istinski stručnjak i jedan od pionira online komunikacije u kompanijama, bez kojeg bi ovaj forum verovatno postojao samo kao mesto za izbacivanje frustracija nezadovoljnih korisnika.
Forumi i danas predstavljaju veoma dobro „tesno okruženje“ za vežbanje online konverzacije, jer je ona u osnovi sporija na forumu nego na mrežama kao što su Facebook ili Twitter. „Korisiti za organizaciju su bile mnogo manje vidne u konverzaciji u odnosu na sadašnje društvene mreže i takva je situacija zbog mnogo većeg broja online korisnika sada, a naročito velikog učešća predstavnika medija na društvenim mrežama, koji veoma brzo preuzimaju i koriste interesantne informacije sa današnjih društvenih mreža.“, ocenjuje Dragan Varagić.

Šta se dogodilo sa forumima koje su administrirali naši sagovornici? Da li neki i danas ima sličan značaj kada su u pitanju online komunikacija, pre svega kompanija, brendova? Kakav je trend? Ima li budućnosti za forume?

Dragan je najviše bio aktivan na EliteSecurity i Devprotalk forumima. „Na oba foruma sam administrator za određene teme i danas, s tim da se s vremena na vreme uključujem uglavnom na Devprotalk.“
Milojevi moderatorski forumski dani prošli su zapošljavanjem u agenciji za odnose sa javnošću u kojoj je uvodio praksu intenzivne online komunikacije u korist klijenata, pa bi se tako našao u sukobu interesa. „Sem toga“, podseća Miloje – „korporativni angažman zaista zahteva toliko vremena i pažnje da čak ni za ovakvu vrstu hobija ili rada na dobrobit zajednice, kako ga ja vidim, nisam imao vremena.“
Željko više ne prati rad SBB foruma, tako da ne može reći šta i kako funkcioniše, ali podseća da forumi nesumnjivo i danas imaju svoju publiku, a samim tim i značajnu ulogu u digitalnom marketingu i online komunikaciji. „Koliko to mogu prepoznati marketing stručnjaci u kompanijama, drugo je pitanje. Bojim se da sve manje imaju ili uopšte nemaju sluha za forume, a sve više ili se jedino bave Facebookom, Twitterom i drugim društvenim mrežama.“ – dodaje on.
Elitesecurity je, kako Miloje smatra, i dalje nezaobilazno mesto za početnike u struci, ali zbog community principa vođenja i (pre)glomaznosti za takav vid neprofesionalnog upravljanja opao kvalitet i popularnost tog foruma.

Pitamo se da li Facebook, Twitter ili neka druga društvena mreža mogu adekvatno da zamene forume i zajedno zaključujemo da era popularnosti savremenih društvenih mreža jeste smanjila aktivnosti na forumima, ali nije ugasila forume, niti će ih ugasiti. „Forumi su mesta koji po svojoj formi i sadržaju korisniku daju drugačiji osećaj od onog koji imaju na Facebooku, na primer. Vrlo bitna stvar jesu stručna zanimanja, za koja je lakše pronaći odgovor na nekom forumu, nego na Facebooku.“ kaže Željko.
Dragan Varagić nam objašnjava da je interesantno da se forumi i dalje koriste, možda u manjoj meri, ali ovaj najstariji vid društvenih mreža danas i dalje koristi dosta osoba na isti način kao i ranije, a nije mali broj ni onih koji koriste forume jer im se iz nekog razloga ne dopadaju savremenije društvene mreže. „Sa aspekta korišćenja foruma u promotivne svrhe, slična je situacija kao što je bila i ranije – ako je ciljna grupa korisnika foruma to što je važno organizaciji koja želi da se promoviše – ovo oglašavanje ima smisla. Sa aspekta negativnih komentara o organizacijama koje potiču s foruma, ovakva komunikacija postaje važna za organizaciju tek kada sa tih foruma pređe na druge društvene mreže gde kao sadržaj počnu da je prenose uticajniji online korisnici.“ – skreće pažnju Varagić.
Kolika je važnost foruma najbolje može da se vidi po banerima koji su postavljani na Burek. Na tom primeru može da se vidi i kakav je potencijal drugih foruma koje sam pomenuo i kolika je nesposobnost osoba koje ih vode.“ opominje Miloje. „Da su forumi nebitni ne bi u marketinške sektore npr. operatera mobilne telefonije svaki dan dopremali izveštaji o stavovima forumaša o njihovim uslugama. Ima li bolje karme za brend iz npr. auto-industrije da bude aktivno i korporativno prisutan na forumu svojih poštovalaca i da im bude na usluzi? To naravno traži prilično „cimanje“ ili da se lepše izrazim “zahteva pojačan i dodatni napor od onih koji se brendom bave”. Da budem brutalno jasan o kom se problemu radi citiraću prijatelja koji je na poziciji brand managera brenda iz oblasti robe široke potrošnje: “Izbegavamo prisustvo na društvenim mrežama jer baš traži angažovanje brend tima. Kod reklamiranja angažuješ jednu agenciju za kreativu i drugu za zakup i miran si.”, a forumi su, ne zaboravimo to, društvene mreže. Bazične, ali počesto sa vrlo kvalifikovanim korisnicima.

Bilo je i teških trenutaka na forumima koje su Dragan, Miloje i Željko administrirali, a često su situacije prevazilazile okvire uobičajene komunikacije sa članovima foruma. U Draganovom slučaju bilo je momenata u kojima je bilo potrebno reagovati kada se desi određeni tzv. „flaim“ (žučna rasprava), ali je to bilo kratkotrajno, i nije bilo naročito problema da se komunikacija na kraju svede u razumne okvire.
Željko nas podseća da rad na forumima kompanija koje pružaju usluge, posebno usluge internet veze, podrazumeva i razne probleme, zaoštrenu komunikaciju i situacije u kojima znate da su članovi foruma u pravu, a zbog kompanije, tj. klijenta to ne možete da kažete, već se bavite diplomatskim odgovaranjem, što je često znalo kod forumaša da izazove ljutnju i još veće napade. To je bio slučaj upravo sa onim „kvalifikovanim korisnicima“ koje je Miloje pomenuo, koji se dobro razumeju u IT. „Krizne situacije smo najbezbolnije rešavali blagovremenim informisanjem korisnika, u što je bilo moguće kraćem roku.“, tvrdi Željko. „Ipak, bilo je situacija kada kompanija nije imala odgovor na pitanje forumaša. Tada smo morali da se vraćamo na glavnu poruku i da izbegavamo direktnu raspravu. Moderisanje foruma takve vrste uopšte nije jednostavno.
Miloje, pak, kaže da je za njega forumaško iskustvo bilo jedna od boljih škola E-PR-a. „Ne mogu da shvatim da se neko bavi tim poslom, a da ne piše blog li da nije aktivan član bar jednog foruma.

Dragan Varagić nam je otkrio da određeni broj njegovih studenata i dalje koristi forume. Drugi studenti teško shvataju prethodni značaj foruma.
LBS Team agencija, koju vodi Željko, sada uglavnom radi online komunikaciju za velike naslove filmske industrije i trenutno forume koristi za dobijanje raznih vrsta informacija koje se tiču filmskih izdanja na kojima je angažovan, ali i za pokušaje širenja svesti o autorskim pravima. „U zavisnosti od toga da li radim na nekom filmu ili TV kanalu, zavisi i korišćenje foruma. Filmska publika ima veliki broj foruma na kojima iznosi svoja mišljenja. Problem koji se javlja u radu sa filmovima su autorska prava, koja u velikoj meri nanose štetu producentima filmova. Osim krivične odgovornosti, mnogo je važniji moralni aspekt ove priče. To je tema koja na forumima, ali ne samo na forumima, treba i može da doprinese boljem sagledavanju sistema filmske produkcije. Niko ne bi voleo da radi i ulaže novac u nešto što će mu na kraju biti ukradeno.

Forumi postoje, posećeni su, mahom su specijalizovani ili su bar neki njihovi specijalizovani delovi istaknuti od drugih, odlično se kotiraju na pretraživačima, zapisano na njima ostaje – bilo da je pozitivno ili negativno, osobe koje ih posećuju su mahom dobro obaveštene o temama o kojima pišu ili su u drugoj krajnosti vrlo zainteresovane za informaciju o nekoj temi. Smemo li, znajući sve ovo, da ih zanemarimo?“ zaključuje Miloje.

 

Tanja Tatomirović
(uz zahvalnost sagovornicima)

PRiZnanje – i #PR i #Znanje

in MY WORK

PR mora da bude (samo) hrabar…ili ne!?

Kada sam pre dve godine, dok je još Tijana Varagić radila kao sekretar Društva Srbije za odnose s javnošću (ona neposredna i sposobna cica što te mudro posmatra uvek iza nekog fensi okvira naočara) konkurisala za #PriZnanje, smatrala sam (ovako preterano samokritična) da slučaj moje tadašnje kompanije (kvar satelita i trodnevni prekid TV signala u regionu, u oko milion domaćinstava) možda nije dovoljno „jak“ da bi konkurisao za nacionalnu nagradu (ja je smatram „nacionalnom“ jer je DSOJ jedino strukovno udruženje u državi)…

Razmotrila sam naš slučaj krizne komunikacije, koji je bio vrlo specifičan (sateliti se ne kvare tako često, ponekad se samo izgube u univerzumu) i kompleksan (oko 3 miliona ljudi bilo je bez svojih omiljenih TV kanala, a u doba „hleba i igara“, to je kao da si im ostavio samo suv `lebac), u isto vreme vrlo brz i, povrh svega, neizvesnog kraja (tako je uvek kada zavisi od tehnike), te odlučila da učestvujem, pre svega da pokažem kolegama kako smo radili na ovom, posve specifičnom, slučaju.

Ispoštovala sam sve što je DSOJ tražio, stavila „na papir“ (virtuelni,  jer smo svi, mahom, zaboravili šta je „hard-copy“), trudila se da primenim svoja znanja i prikažem projekt krizne komunikacije koji sam vodila tako kao da klijentu treba da prodam sebe i kampanju koju ću mu voditi (iako sam to počela da radim tek ove godine kao savetnik za komunikacije) i odvažila se da učestvujem.
Pored nekoliko kriza u konkurenciji (a sada više ne mogu da ih vidim, jer linkovi na www.pr.org.rs ne rade kako treba – a trebalo bi da se vidi OVDE), moja kompanija je, sa mnom na čelu projekta, te 2010. godine osvojila nagradu. Sećate se (a ja se sećam) da su i Miloš Đajić, naš neumorni predsednik (kog sam juče pitala „Jel` možeš?“, a on kao svaki muškarac odgovorio „Mogu još uvek!“  🙄 ) i Tijana, tadašnja neumorna sekretarka, govorili kako je prijavljeno mnogo projekata i kako će se žiri rastočiti.

Konkurencija!
To je dizalo adrenalin (ili je, barem, značilo da se ljudi bore za nagradu, da imaju šta da pokažu kolegama i da žele da se takmiče).
Ne znam da li će Ivana Parčetić, naša mlada sekretarka, imati vremena da napravi uporednu tabelu tipa: godina, kategorija, broj prijava, broj finalista, …kako bismo mogli da donesemo neke zaključke, na osnovu tih nekih opipljivih činjenica, tj. brojki (htedoh ja, ali linkovi…).

Svakako je još 2010. godine PriZnanje imalo svoju težinu, pa i 2011. godine, i ja sam se, kao član društva (koje poštujem zbog kolega, struke, neumornog i super-optimističnog predsednika, ali i kao izdavača moje knjige „Musolinijev mikrofon – radio propaganda fašističke Italije“) i ove godine (zaražena optimizmom Đajića?) obrela u punoj sali Doma omladine da vidim šta su kolege lepo radile tokom prošle godine (dok sam se ja u to vreme, uglavnom uzaludno, sa nekima od svojih nadređenih objašnjavala da ćirilica ne prolazi u Mostaru).

Nebojša Radović (@eniac) nam je doveo Željka Joksimovića, scena je bila bomboničasta, tvit-vol je tu i onda krećemo da sumiramo rezultate i gledamo pobednike… Nažalost, meni je, kao i mnogima u sali, izgledalo kao da prisustvujemo internom događaju agencije „Executive Group“… Velika većina nagrada pripala je upravo njima. Ništa MekKenovcima („Represent“), ništa „Blumenu“, ništa malima, nešto malo „Infostudu“ (bravo za firmu preko koje sam dobila tri zaposlenja bitna za moj psiho-profesionalni razvoj) i jedna za kriznu komunikaciju Selakovićevom „StratComu“, mada nisu imali ni konkurenciju (učinilo bi se nekome da živimo u Švedskoj),… da bi na kraju „domaćini“ (u svoj svojoj veličini, tj. broju, izašli na scenu da pozdrave prisutne)… Odmah ću se ograditi – sa „Executive Group“ sam radila i svakome bih ih preporučila, posebno Andreu Šaulu i Sanju Milaković Kolundžiju. I ne kažem da nisu zaslužili nagrade, ali…

Pitamo se i tvitovima gde su ostale agencije, gde su ostali projekti, da li kampanje rade samo kompanije poput VIP-a, ima li mesta za male? Rade li mali kao crnci, pa nemaju vremena da prave prezentacije i predstave svoje klijente i kampanje? Boje li se mali konkurencije velikih, pa idu linijom manjeg otpora i ne žele da učestvuju? Od čega žive, ako ne rade ništa, na kraju krajeva?

Ili…?

Ili je veliki strah („Šta ako ja ne pobedim?“) ili se plašimo konkurencije („Gde ću ja da se takmičim sa Borom i Darkom?“) ili se ne pojavimo na #Prijem ako nas obaveste da nismo ušli u finale („Moram tetki da odnesem lek u Mojmilovo, preko Donjeg Ljubiša i Krkanovaca…“)…

I tako sedim, gledam u one komentare po haštagu #PriZnanje i pitam se kuda vodi ovo?
Onda se setim priče oko licenciranja PR-ova (koju smo, kao, pokrenuli, pa nismo mrdnuli dalje od početka, a ja na predlaganje imena ljudi za radnu grupu u DM na Tviteru dobila komentar „Nećemo valjda da nam demokrate vode i licenciranje?“), koja mi je potvrdila da i u našem strukovnom udruženju vlada politikantstvo. (Avaj, kako mi do tada nije palo na pamet…!? Mora da smo Đajića izabrali zato što je član GO kod demokrata ili su ga u GO izabrali zahvaljujući funkciji u DSOJ-u, a ne zato što je jedno pozitivno, radno i vredno stvorenje?)

I, ne kažem da nema toga, kao što nema lakog PR-a bez oglašavanja, a oglašavanje, pak, ide preko agencija vodećih nam političara,…ali sam mislila (želela) da smo mi u DSOJ-u intelektualci, širokoumni pozitivci, kojima je važno da gaje struku, da nam na bi neka piaruša novobeogradskog splava u vrućim pantalonicama predstavljala istu na nekoj od (uglavnom propalih) televizija i da nam je važno da predstavimo ono što radimo, da podelimo iskustva, naučimo nešto jedno od drugih, da rastemo i teramo druge da rastu…

Na izlasku iz sale, iz koje su mnogi, pa i ja, munjevito izašli, čujem već kuloarske priče da je druga od dve velike agencije namerno bojkotovala #PriZnanje. Pa, nije…evo vam spiska prijavljenih radova ovde, pa možete da vidite i da je ta druga agencija učestvovala, ali i da je bilo jako dobrih projekata (mada ne previše), osim onih koje je vodila pomenuta agencija koja je odnela sve nagrade (dobro, veliku većinu njih)…

Seli smo u „Šumatovac“, neke kolege, moja polovina i ja, a ja sam uz kafu razmišljala – da li je Infostudova igrica „Pređi most“ manje inovativna i korisna od velike korporativne onlajn kampanje pobedničkog VIP-a ili samo manje košta, da li je (čuvena) „Bitka za bebe“ loše odrađena kampanja u odnosu na kampanju za Društvo za zaštitu dece sa astmom „Dašak“ i Incest-trauma centar, pa nije ni u finale ušla (!!!), da li u ovoj državi, osim u ulici Ljube Didića, ima nekih kriza koje se rešavaju ili ih sve preživljavamo bez rešavanja ili, SAMO, kako Miloš Đajić reče, učesnici moraju da navežbaju prezentiranje svojih slučajeva…a onda me još više zaboli glava, jer (nekako zaključujem) da ako ne znamo sebe da prezentiramo, jadni naši klijenti (i javnost) sa nama.

Onaj „čuveni stručnjak” Kosta Petrov kaže (a nalupetao se u jednom prilogu na RTS-u, mada mnogi od nas o njemu imaju visoko mišljenje (???)):  „Ono što je glavno za PR je da ima hrabrost!“, ali i  „Prvo što PR treba da nauči je da se osmehuje i da bude ljubazan, a onda to treba da nauči i svog klijenta.“ i „PR su  sreća i talenat.“

Važi, slažem se (donekle), …a gde je tu znanje? A i ta hrabrost je, izgleda, zatajila.

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