Email and Twitter messages give behind the scenes picture of Ottawa sinkhole crisis management

August 8, 2016 • Joseph Thornley • Crisis communications, Ottawa sinkhole

Correspondence from key city officials after the massive sinkhole opened up reveal a scramble to control the situation — and the message.

In mid-morning June 8, a gigantic sinkhole opened up in the middle of Ottawa‘s busiest shopping district. When I say gigantic, the sinkhole was big enough to swallow a van.

Luckily, no one was injured or killed. But the sinkhole broke gas mains, disrupted electricity to nearby businesses and close down one of the busiest intersections in Ottawa for several weeks. It also flooded the tunnel for auto was new LRT line, which was being bored beneath the location of the sinkhole.

Ottawa Council was sitting at the time of the incident. And you can only imagine what went on behind the scenes as the Mayor and Councillors pressed city staff and emergency workers on the scene for information to respond to news media questions. Well, actually, you can do more than image it. Thanks to the Ottawa Citizen, which filed an Access to Information request for the communications relating to the incident. The City of Ottawa delivered texts from email and twitter. On Friday, the Citizen published the verbatim highlights of the communications between the Mayor, Councillors, staff and contractors. And it makes interesting reading for anyone working in a communications position who have yet to have their first experience in real life crisis communications.

What do these communications show? People doing their jobs, trying to separate conjecture from fact and attempting to provide an honest, but responsible picture for the media and public of what they know and what was happening. Among the highlights:

This really was a “near miss.” Two city buses passed over the road only minutes before it collapsed.
In a world in which citizens provide witness to remarkable events, it was ironic that one of the first people to post a picture on twitter was a CTV weather announcer. Some days, you’re just in the right place at the right time.
Trolls will be trolls. Amidst the otherwise dry exchanges of information are a couple emails best not responded to. One writer copies Ottawa Jim Watson on an email addressed to Ontario’s Premier Kathleen Wynne sarcastically comparing Ottawa’s sinkhole to the province’s Climate Change Action Plan.
In the midst of things, you just have to find a moment to smile. One city staffer found humorous relief forwarding an article in The Beaverton that attributed the sinkhole to the weight of people waiting in line to use the bathroom at a nearby McDonald’s.

Bottom line: the emails give a good picture of a system working as it should. Contractors and staff getting to the bottom of things and working to fix them. Politicians responding to the public and media. A classic case of finding focus in chaos.

Source: Emails from city officials show chaos after Ottawa sinkhole opened

Medium shows that even the routine action is an opportunity for creativity

March 23, 2016 • Joseph Thornley • creativity, Medium

Medium reminded me today that even the most boring and trivial interactions with your community can be a source of unexpected creativity and delight. I’m used to seeing the same old same old boring “bug fixes” explanations of updates to iOS Apps. But when I checked the iOS App updates on my phone today, I saw this messages, which was anything but routine. And as I read it, not only did it bring a smile to my face, but it reminded my that Medium is a place for creative ideas and intelligent discussion.

It’s easy to say, “OK, that’s Medium’s business.” But don’t go there. That’s a dead end. Ask yourself, “Why should the people at Medium be any more creative than I am? Don’t I have many opportunities in my day to turn the routine into something fresh and unexpected?”

We all get used to things that are routine. They pass by as a blur in our day. They may be unremarkable or even irritating necessities. But they don’t have to be.

So, make this promise to yourself, “Today, I will look at all the routine things I do and turn at least one of them into an unexpected moment of creativity and joy.”

Native Advertising: When it’s good, it’s very very good

June 2, 2015 • Joseph Thornley • Buzzfeed, content marketing, native advertising, Puppy Chow

I’m not a big fan of native advertising. But I have to admit that this video worked for me. It made me miss my own King Charles Spaniel. It made me want to rush out and bring home a puppy. And it made me think positively about Puppy Chow. A content marketing and native advertising trifecta. Emotion tapped. Intent formed. Positive connection (with the brand) established.

Marketers take note: Make video for mobile users

April 27, 2015 • Joseph Thornley • Google, Marketing, mobile, video

New research from Google and Ipsos MediaCT provides further evidence that the future belongs to mobile and the future of mobile is video.

According to Google,

“people who view videos on their phones are 1.4X as likely to watch ads as those who view videos on desktop computers or televisions.“
“Smartphone viewers are 1.6X as likely as TV viewers to turn to their peers in person and talk about the video content they’re watching.”
“smartphone video viewers were nearly 2X as likely as TV viewers to feel a sense of personal connection to brands that show video content or ads on their devices and 1.3X as likely as desktop viewers.”
“More than 50% of the smartphone video viewers we surveyed said they used video to help them make product decisions in stores or on company websites…” and
“one in three shoppers actually prefers to use a smartphone to find additional information rather than ask a store employee for help….”

Video has an impact on our online behaviour and our in-person behaviour. So, if it hasn’t already, it’s time for marketers to adopt a new perspective on video.

Are you thinking about your mobile audience when you produce video? Are you producing video that works best on the smaller screen? Or are you still producing video with the desktop in mind?

The world is going mobile. Are you?

Best Practice: Disclosure by a Journalist

February 18, 2015 • Joseph Thornley • disclosure, Trust

In the world of native advertising, sponsored content, journalists supplementing their income with paid speaking gigs and the freelance economy, it’s hard sometimes to know where “news” content is coming from and what has influenced it. The personal disclosure statement is a helpful tool in identifying potential sources of influence and conflict of interest.

Trust matters

David Akin

David Akin is a capable journalist who found himself, along with 200 others, out of a job when the Sun News Network ceased broadcasting last week. I’ve followed his Twitter feed, Facebook profile and online writing for several years. So, when news broke that Sun News Network, where he hosted a nightly news program, had abruptly shut down, I wondered how this would affect him. Yesterday morning, he posted a piece on the Maclean’s site about Sun News and its controversial programming. And at the bottom of the post, he included a link to DavidAkin.com. I clicked on it out of curiosity to see what is there. Basically, it’s an online business card site. But with one very important distinguisher. One of the clearest disclosure statements I’ve seen from a journalist. Here’s Akin’s disclosure in full:

DISCLOSURE: I am a freelance journalist and, as result, the journalism I do is paid for by the news organizations that purchase it. I receive no fees, considerations, etc. for organizations or individuals I write about or speak about. I may, from time to time, accept speaking engagements from non-news organizations. I will endeavour to keep a list of those here. I am not, nor have I ever been during my 30 years as a professional journalist, a member of any political party. No member of my immediate family is a member of or campaigns on behalf of any political party. Neither I nor anyone in my immediate family own shares or equity in any corporation or business. Any investments I have are in widely-held mutual funds. If you think other disclosures are appropriate in this space, I’d like to hear from you. All of my contact details are always at www.davidakin.com.

Pretty clear. No equivocation. Akin clearly draws a line about what he does and doesn’t do. The man’s not for sale to corporate interests. In this era of equivocation about journalistic standards, David Akin’s disclosure stands out like a breath of fresh air. I wish every journalist could be this straightforward in their disclosure.

Context

Jay Rosen has taken a diary approach to his disclosure.

Jeff Jarvis discloses business and media ties, investments and a wide variety of potential sources of influence on his views.

Richard Gingras and Sally Lehrman wrote about the steps that might be taken to earn trust in journalism.

Georgia Sapounas on Canada’s Digital Olympics Strategy

November 27, 2013 • Joseph Thornley • #3TYYZ, Georgia Sapounas, Olympics, Sochi 2014, Third Tuesday Toronto

Georgia Sapounas, the Canadian Olympic Committee‘s (COC) Digital Media Director, came to Third Tuesday Toronto last night to talk about the COC’s social media program for the Sochi Winter Olympic Games. And like the participants at Third Tuesday Ottawa the previous night, the Toronto attendees posted their observations and thoughts on Twitter. Here are the highlights of the Twitter stream that was posted to the Third Tuesday Toronto #3tYYZ hashtag.

#3TYYZ Third Tuesday TO. Listening to Georgia Sapounas discussing The Digital Road to Sochi. What a great DAY JOB 🙂 pic.twitter.com/Ctab2G4xTS

— Murray McKercher (@MurrayMcKercher) November 26, 2013

Georgia Sapounas sees Social Media on the Olympic Road to Sochi

November 26, 2013 • Joseph Thornley • 3TYOW, Canadian Olympic Committee, case study, Georgina Sapounas, Olympics, Sochi, Third Tuesday Ottawa

The Canadian Olympic Committee’s Digital Manager, Georgia Sapounas, traveled to Ottawa yesterday to provide the Third Tuesday Ottawa participants with a glimpse into the Canadian Olympic Committee’s plans to use social media during the Sochi Winter Olympic Games. And as always, the Third Tuesday participants tweeted extensively about what they were hearing and thinking. I’ve captured some of the highlights from the #3tYOW Twitter stream.

First 3rd Tuesday event! Excited for a great speaker tonight. #3tyow

— Stuart Buist (@Stuart_Buist) November 25, 2013

Everything you need to know to publish a book

July 22, 2013 • Joseph Thornley • book publishing, James Altucher, Jay Baer

So, you want to publish a book.

You know that you have something to say. You produce and regularly publish great content to your blog, Tumblr or podcast. And now you want to go the next step and publish a book.

The book publishing industry is being transformed by technology and shifting media consumption habits. And as this happens, it is becoming possible for anyone with something to say to publish it in book form and to reach an audience.

If you think you have a book in you and you are wondering how to publish it, you must read two posts: Jay Baer’s 25 Secrets – How I Wrote and Marketed a New York Times Best Selling Business Book and James Altucher‘s How to Self-Publish a Bestseller: Publishing 3.0.

Jay is the author of Youtility, which charted on the New York Times Business Book bestseller list. James is the author of Choose Yourself, which ranked on the Wallstreet Journal bestseller list. And both authors share generously, not just about how they wrote and produced their books, but also about the savvy marketing and promotion programs they conducted to earn their place on the bestseller lists.

Jay Baer obtained a deal with a traditional publisher and then put together and ran his own promotion campaign. James Altucher self-published, but relied heavily on marketing pros to promote his book. Two different paths. One common element – success.

A few highlights to whet your appetite for reading their complete posts.

Jay Baer

“Always go with the most enthusiastic publisher, even if the terms are not quite as good.”

Recognize that you, not your publisher, will sell your books. So, put a lot of time into your marketing plan.

Signing with a major publisher brings credibility, but not necessarily more money.

Develop your ideas in advance of the book through presentations.

Establish a schedule for your writing and stick to it. 1,500 words per weekday and 5,000 words one weekend day per week enabled Jay to write Youtility in six weeks. You can do this too. But it takes discipline.

Covers and titles matter. Invest in producing great ones and test them on your social networks. Your followers will tell you what works best.

Build your own bookstore to sell your books. It gives you more control and data on purchasers.

Aim for the most sales you can get on day one. It’s your best chance to chart on the bestseller lists. Offer incentives for pre-orders.

Be clear-headed about the effectiveness of advertising. Pre-order ads drove awareness but few direct sales.

Publicists can produce results for you. Working with a publicist as well as his own outreach, brought Jay over 50 interviews and podcasts.

Help bloggers to cover you. Reading and reviewing a book may be more work than all but the most dedicated are prepared to do. Many will gladly take a guest post. So, develop topic-specific posts from your book that you can guest post on popular blogs.

Don’t stop with the book. “Atomize” its content for things like an ebook with the 25 best quotes. You can get much more life for your content in different forms.

Promote. Promote. Promote. Speak at events that will sell books. Produce a video. Produce related content as a bonus for book buyers. Conduct contests. Remember, you are responsible to sell your book.

James Altucher

“The distinction now is no longer between “traditional publishing” versus “self-publishing.” The distinction now is between professional versus unprofessional publishing.”

Self-publishing will enable you to maintain more control over your content rights (think international markets) and also the content in your book. It also will enable you to bring your book to market much faster than you could through the traditional publishing system.

A traditional publisher will want to see evidence that you can be successful in promoting your own book sales. “But if you already can hand-deliver the customers, what do you need the traditional publisher for?”

You can become your own professional publisher because the professional resources you need are available to you. “…for the first time, the best editors, designers, marketers are no longer working at the big publishing houses. Instead, they are striking out on their own and independently charging for their services.”

Edit. Edit. Edit. James and his editor went back and forth more than fifteen times. And then, after Altucher read his book for the audio version, he edited again for the things that didn’t work when read aloud.

Like Jay Baer, Altucher obsessed over the right title and the right design. And he also hired a publicist who delivered results.

In this new publishing world, ” I am not limited to who is on the publisher’s staff but I can pick the absolute best people in the industry. With millions of books out there, the competition is incredible. … Hiring the best editor, design firm, marketing firm, and audio firms were all part of that. Not just the best around but who I felt were the best in the world.”

You can do this too

So, you have the content. You have the writing talent. Can you publish a book? Yes you can.

What are you waiting for?

Bonus Content

Are you struggling with writer’s block? Mitch Joel tells you how to End to Writer’s Block.

Still reading? Let me leave you with one final bit of inspiration: the story of Terry Fallis, the PR executive who self published his first novel in his late forties, only to win a series of awards and become a serial bestseller. You CAN do it!

Goodbye Mouse. Hello Touchpad.

October 29, 2012 • Joseph Thornley • Logitech, Microsoft, t650, technology, touchpad, Windows 8

I love technology. Not so much that I crave every new shiny object. But I do love to get new things that make my life easier or extend my reach.

While I love learning and mastering new things, I know that not everybody is like me. As a business owner, I have to be pragmatic in what technologies I introduce into our workplace. I have to respect those people who would rather keep working with something that does the job just fine than spend time learning a new way of working for what might turn out to be a marginal improvement in productivity or capability.

And that brings me to Windows 8. On one hand, I see the promise of the first major upgrade in the personal computer interface since Windows 95. On the other hand, I am concerned that the effort to learn a new user interface will far outweigh its potential benefits. So I’m going to make myself the test dummy for Windows 8 at Thornley Fallis and 76design.

I’ve ordered an initial Windows 8 notebook computer to test Microsoft’s new operating system. It’s a Dell XPS 13, a truly sweet Ultra book. I’ve been using one of these systems with Windows 7 since last spring and it’s the best notebook I’ve ever owned. Thin. Light. Capable. So it’s a natural platform for my first test of Windows 8.

From what I’ve read, Windows 8 is a much different experience. It’s built so that I can navigate using gestures on a touchscreen. That works when I have the notebook sitting on my lap. But when I’m at my desk, that just doesn’t work for me. My notebook is hooked up to a larger second screen and it sits behind a wireless keyboard. A surefire recipe for back trouble if I’m constantly reaching across the keyboard to touch the screen.

I want to replicate the touchscreen gestures on my desktop, without the need to lean forward to reach my computer screen.

So, it’s goodbye traditional mouse. Hello touchpad.

In anticipation of the launch of Windows 8, I ordered one of Logitech’s brand-new T650 Touchpads. This touchpad promises to let me use all of the gestures I would use on the screen itself, but on a glass trackpad sitting on my desk beside my keyboard where the mouse traditionally would be.

It arrived this morning. And within only a few hours of use, I realized that I will never go back to a traditional mouse. Even on my current system operating Windows 7 it makes everything on the computer easier. Scrolling. Selecting text. Switching between programs. It’s all just so much more fluid using the touchpad. Even if I ultimately don’t move over the Windows 8, Microsoft has done me (and Logitech) a huge favour by prompting me to look for a modern alternative to the mouse.

What about you? Do you still use a mouse? Have you tried a touchpad? What do you think of each?

The Case

The Evidence

What you should do about it