How did on liners react to the Tugu Tani tragedy and what in blazes is KOWAWA \(´▽`)/?

Very proud of how my colleagues at Raconteur, the social media division of Maverick, are using their knowledge, savvy and expertise of the Indonesian cybersphere to keep the rest of us informed about what the online community is saying, what’s hot with them and how they are reacting to offline events, like the tragedy at Tugu Tani when a car driven by a women stoned out of her wits, ploughed into a crowd of pedestrians killing seven people including a pregnant woman and several children.

In this week’s update the Raconteurs also discuss what’s behind the online fad of using the expression “KOWAWA \(´▽`)/”, the urban legend behind the wary tweets about Nenek Guyung and how Telkomsel’s online tricks as it launches the IPhone 4S.

The idea behind these weekly updates is that old fogeys like me who aren’t on the Net as much as we should, as well as corporations and communicators who need to keep abreast of the conversations in Indonesia’s social media scene, have an easy way of accessing this information.

What do you guys think of this service?

 

Why RIM Blackberry may be heading for more trouble over promo gone wrong

Here’s why:

1. It took them a week before expressing regret. A week is a very long time in today’s BB Messenger-fuelled world of communications. In the meantime word has already been spreading around town about RIM’s seemingly slow response.

2. After all this time and it was short of an apology. It was only a “regret”. (You can imagine the internal debate. Executive: “Do we apologize?” Lawyer: “No. We don’t because it would open us up to lawsuits.” Well, in Canada maybe but have you considered that Indonesians apologize al the time for the small infractions and its culturally expected for someone to do so.

3. Trying to inject corporate self-serving message (“It is very important to us to continue to demonstrate that we’re a strong, responsible corporate citizen in Indonesia”) when all the public wants to know is are you sorry, do you take responsibility, are you empathic, why it happened and what you are going to do about it. Nobody wants to hear or care how strong and responsible a corporate citizen you are.

4. Pointing fingers (“We are reviewing [the contracts with Experiential and Hill & Associates], as part of the … investigation to really take a look at the details, [and] relationship, to the event,” he said) As everyone should have learned from BP’s fiasco, it doesn’t matter whether it was your vendor or contractor who is at fault, when you are a big brand and it happened under your watch, you need to take responsibility and not blame, or imply it is the fault of others.

All classic no-no’s in the practice of Crisis and Issues Management from a PR perspective.So what will happen next? If RIM is very lucky things will die down. If they are not then they may be be heading for more trouble as others react against the mistakes they are making. It’s all very unpredictable in crisis-like situations, but that doesn’t mean that you shouldn’t minimize the potential flash points.

via RIM Regrets BlackBerry Promo Gone Wrong | The Jakarta Globe

Research In Motion said on Friday that it regretted the mad rush for the new BlackBerry smartphone on Nov. 25 that left 90 people unconscious and three injured.

“We sincerely regret that many loyal customers experienced frustration and were upset, and that some individuals suffered injuries,” Gregory Wade, RIM’s regional managing director for East Asia, told the Jakarta Globe.

He also said that staff from RIM and others involved in the event had visited hospitals to “extend our support and sympathy to those injured.”

“We are deeply committed to Indonesia and greatly value the passionate support Indonesians have shown for BlackBerry smartphones and popular apps like BBM,” he said.

“It is very important to us to continue to demonstrate that we’re a strong, responsible corporate citizen in Indonesia.”

The new BlackBerry Bold 9790 was made available first in the world in Indonesia and the first 1,000 people at the launch at Pacific Place mall had the chance to buy one for Rp 2.3 million ($255). The half-off discount attracted a huge crowd, some of whom had started lining up the day before.

Wade said the Nov. 25 event had been organized on behalf of RIM by event organizer Experiential and security consultant Hill & Associates.

“We are actively cooperating with the authorities who are investigating this incident,” he said, adding that RIM was also undertaking its own investigation.

He said the company was also conducting an internal review, focusing on preventing a similar incident happening in Indonesia.

“We are reviewing [the contracts with Experiential and Hill & Associates], as part of the … investigation to really take a look at the details, [and] relationship, to the event,” he said….

Ogilvy in Jakarta: Family or package?

Seems like interesting times are afoot in one of the largest Marketing Communications firms in Indonesia. So, is it family or package? Misunderstanding or spin?

This news and photo  from marketing-interactive com:

Mangham speaks out

By: Deepa Balji, Singapore

Published: Nov 04, 2011

Regional – Stephen Mangham has refuted Ogilvy claims that he left the group for family reasons, telling Marketing it was a personal disagreement over terms that led to his departure.

A statement from Ogilvy said that Mangham had resigned from the agency for family reasons, however Mangham has since said this is not the case.

“The role which Paul Heath (Asia Pacific CEO) outlined to me was a fascinating one – to realise the potential of Indonesia and create another India/China type operation.

“Unfortunately we couldn’t agree on the personal terms, so I decided to turn down the role and explore other options. I haven’t finalised my plans going forward, but I hope to do so soon,” he told Marketing.

His role in Indonesia was that of technical advisor PT Indo Ad.

Mangham had been a long serving group chairman at O&M’s Singapore office. His role was taken over by Fiona Gordon, who continues to lead the business out of Singapore.

Following his departure, barely more than a month into his new role, president of Ogilvy & Mather ASEAN David Mayo will step in to handle the former’s duties until a replacement is found.

“I am taking over responsibility for the Jakarta office while we search for a new chief executive officer,” Mayo said.

Rest of story  here

Raconteur picks up another award for Maverick

I’m so proud of my colleagues at Raconteur who picked up yet another award for Maverick last week.

Who says PR can’t be creative?

The Year of The Raconteurs!

This entry was posted in Client, Raconteur. Bookmark the permalink.

By hanny

Other posts by hanny

This year looks like an especially favorable one for Raconteur!

Earlier this year, the story tellers were celebrating awards to two of our social media clients: US Embassy Jakarta and AXIS, that received awards from MIX magazine on their effectiveness in using social media. We were so humbled and proud for becoming a part of it—and we recounted those days when we were working on the two winning projects with lots of excitement and enthusiasm.

The US Embassy Jakarta won a Silver Award in Image and Reputation Building category with the program “Berbagi Indonesia: A Campaign to Welcome President Obama”. This social media campaign netted the embassy with more than 70,000 new fans in its Facebook Page within  2 weeks, and exponentially increased the engagement level with its audiences in other social media platforms as well. Our other client, AXIS, won a Silver Award in the Marketing PR category with its “AXIS Menang Bareng” campaign, which succeeded in helping AXIS increase consumers’ usage of its mobile packages and attracted hundreds of new customers.

A few days ago, we were pleasantly surprised with the news that we have won another award—this time from a client.

Each year, PT HM Sampoerna Tbk holds the “Sampoerna Supplier Awards” to recognize the work and contribution given by their more than 3,000 suppliers. The suppliers comprise advertising agencies, PR consultancies, event organizers, among others. This year they created a new category of awards—the Value Creation Ideas Award, to recognize their partners who had come up with the best idea that would add value to PT HM Sampoerna Tbk, either in terms of increasing productivity, increasing quality, lowering costs, lowering wastes, improving safety, or increasing its corporate image.

 

We submitted two ideas involving the use of communications technology in customer relations and direct communications that they apparently found very useful and awarded it to Maverick, as Raconteur’s parent company.

We think that this award would nicely round up Raconteur’s year for 2011—except that one of our projects have also been selected as a finalist in the SABRE Awards in Singapore on Thursday night! Now if thing go well, that would be the perfect ending for the year for us

Wait for more stories that we will be able to tell in 2012.

via The Year of The Raconteurs! | Raconteur.

Play. Pause. Forward.

The euphoria surrounding social media has been so infectious that many brand managers and organizations have jumped headlong into opening their own Facebook pages and Twitter accounts.

Some enterprising ones have conducted a campaign or two using these social platforms that they have classified as unqualified successes because it generated some buzz in the form of hashtags earned, or increased followers in the Facebook ro Twitter accounts. But are they real successes? In the business world communications is but a tool.Tools are useful when they help the business to achieve its objectives,wasteful when they do not. Social media and its platforms, in this sense, are but tools to achieve business objectives like increased sales and closer ties to customers that matter most.

In this context, how many of the social media programs we see around us in Indonesia are flashes-in-the-pan that create a lot of razzle and dazzle for a moment and then die down, conspicuously  achieving nothing?  How many social programs out there will never help an iota in increasing sales and/or strengthening the bond between brands and their consumers?

How many zombie Facebook pages and Twitter accounts are there out there in cyber space, brought to life in a rush of enthusiasm and then neglected when the owner can’t quite figure that to do next?

If any of this describes the organizations you’re familiar with then its time to get real, to take a pause and question who do you real need to communicate with via cosmical media and to what end, before forging ahead with your social media activities at a faster clip.

It is with this in mind that my colleagues at Raconteur and Brio have put together a workshop that aims give brands/organizations/ social media policy and usage a health check up; as well as hands-on practical sessions in mapping out your real audience and what strategies to adopt moving forward that are real and relevant to the people you are trying to reach.

The workshop, to be held on November 24, will be run by Hanny Kusumawati who’s perhaps better known by her Twitter handle @beradadisini and the movement she started, Coin-a-Chance, that has won several awards and recognized for its innovative use of social media. Hanny who lectures on communications at Universitas Paramadina and is an oft sought after speaker on social media, also heads Raconteur, the digital storytellers division in Maverick. There she and her team consult to clients on how best to use social media to meet their business objectives.

She’s assisted by Jonathan Tenggara, our resident geek who specializes in digital technology and social media analysis. He’ll be able to tell you how to measure and quantify the impact social media campaigns and programs have on your brands.

They are very bright guys who also happen to know the Indonesian social media landscape inside out so it should be workshop that anyone who’s interested in boosting their businesses’ social media performance cannot afford to miss.

Unhappy about customer service? Here’s a site for you

The missus, after authoring a book on her father, the late and great Sukyatno Nugroho, has moved on and one of the things she’s got up to – which Unspun thinks is a good idea – is a blog on customer service, one of the passions she has.

Customer service is one of the few things in life that unite us all. Often it is bad customer service that we are exposed to. Especially in Indonesia where owners of restaurants can happily splash ostentatiously on decor, even a chef but spoil it all with waiters and waitresses that make you tear your hair out and spoil the whole experience. Or have your shopping experience ruined by a shop assistant that can’t seem to care the flying duck whether you buy the shop’s stuff or not.

Well, there’s now somewhere you can read of such experiences and find a lighting rod for your frustrations. Its at Felicia Nugroho: Decoding Customer Service.

Now there’s a channel to get back at those who inflict bad service on us and reward the few who do it well and give us extreme pleasure, all the more because of the scarcity o good customer service.

Here’s the latest posting:

“Cheerfulness” – a criteria to recruit, promote and survive

The biggest issue facing the customer service industry is high employees turnover. Lack of motivation, low level of job commitment and attitude towards the job itself, are the cause of high staff turnover. Very often staff view their job as “it’s just a job” or a “stepping stone until they find a better one” or “unglamorous” or even “hopeless”.

However, they are not entirely responsible for having such low expectation of the job. Businesses play a major role in creating a working environment that is conducive to happy and highly motivated staff, instead of only focusing on reaching sales target and bottomline. After all, having happy and motivated staff working in your business translate to more happy customers, hence higher sales. It’s a win-win.

So how do you create a working environment where staff are happy to work in?

Let’s take a look how Pret a Manger does it.

Read more

Here’s one on a restaurant in jakarta:

True Blue

So, what constitutes a ‘good’ customer service, really?

In the context of a restaurant, that would be:

  • good food – tastes just right on your tastebuds
  • nice ambiance – comfortable and clean with pleasant décor,  with nice music playing in the background
  • pleasant and helpful staff – friendly and welcoming, always there ready to assist when you need them without standing over your shoulder, knowledgable about the products, can answer your questions and even more, can give you recommendations
  • good price – this what determines whether or not a product or a service is of a good value

When you live in a town where every corner is packed with eating places; big or small, to suit a wide range of budget, to suit different tastes …. But yet it is always a ‘hit-and-miss’ experience when it comes to finding a good place to eat ie. a restaurant that constitutes all of the above elements.

So when my husband and I went to Blue Elephant for the first time a week ago, we were pleasantly surprised.

Read more

Ramadhan blooper II: Indonesian TV’s turn

In Unspun’s last posting we featured the silliness of TV8 in Malaysia and its Ramadhan message. While the flak is still flying in Malaysia, Indonesia’s TVOne (what is it with TV stations and numerals?) seems to have come up with silliness of their own.

TV stations traditionally air a videoclip to accompany the adz an prayers. Typical messages are, of course, exhorting people to be religious, to be tolerant, to have compassion. This year, however, TVOne has a different message:

It starts with a tailor being treated badly. This inspires him to get even by doing well for himself. So he goes to the bank to get a loan, start a business. As he prospers he buys a car.

Here’s where product placement gets ridiculous. The camera has the requisite handshake-to-denote-closed-deal shot and as it pans out, very prominently we see the Daihatsu marqe and the make of the model of the car – Sirjohn (what sort of an idiot will name a car Sirjohn anyway?)

As the car leaves the showroom, breaking all the rules of the Highway Code because it does not have a legit number plate but the ridiculous SIRJOHN, the camera carefully pans across a – you guessed it – DAIHATSU showroom and the fact that it is part of ASTRA International.

What were the marketing people at Astra Daihatsu and their advertising company thinking? Unspun supposes the question is moot because if they were thinking at all they would have realized that something like that smacks of a brand exploiting religion to sell its products, would backfire.

Already, Twitter is all abuzz with this insensitivity on the part of Astra and Daihatsu. Let’s see how they will drive their way out of all this.