A new survey from PR company Shine and the London Business School has found that less than half of marketing and comms directors believe their campaigns are well integrated (Comms Directors want more integration, survey reveals, PR Week, 25.07.12). The study also revealed that four out of five said the issue is among their main concerns.
This is not surprising, but it is a little depressing and concerning that many brands are taking so long to align and integrate their comms when savvy and connected consumers, customers and stakeholders have done so almost intuitively. For them, media is media is media.
To mark the inaugural BrandMAX event, Echo Research - the reputation practice of Ebiquity - quizzed marketing and corporate affairs teams about where they believe responsibility lies for setting, implementing and measuring marcomms activities.
We found http://bit.ly/MnmWBh that explaining to the board how brand and reputation affects business performance is important to more than 8 out of 10 respondents. However, responsibility is still often split and siloed between the functions, which at times appear to actively work against one another despite batting for the same team.
We also found that earned media coverage - in social and traditional media - has led nearly half of companies to change their marcomms activity in some way. The same proportion could readily name examples of message misalignment between paid and earned comms, from BP to Innocent, Cadbury's and Tesco to Toyota. As a result, nearly half our sample believed that better alignment between marketing and comms would benefit their business directly.
Social and online media have driven the transparency agenda (a good thing). They've wrested brand management from the hands of brand managers (an interesting transition, but on balance positive in driving brand-customer dialogue). And they've generated an exponential leap in data volumes (an opportunity, but a threat unless you use well thought-out analytics to make sense of it).
Businesses and the comms teams are not short of data. Far from it. But many are drowning in it.
They're data rich and insight poor like never before.
Comms is increasingly everyone's business - marketing, corporate comms, HR, customer service, operations, the C-suite. Those brands that will thrive in the era of Big Data will be those who get a proper handle on the alignment or otherwise of the totality of their communications, across paid, owned and earned media. This is exactly what we do for an increasing number of our clients.
Are promises made in outgoing, controlled messaging seen to be kept in inbound, mediated communications? To ensure that they are, brand custodians need to plan, execute and measure the outputs, outtakes and outcomes of their comms in a properly integrated fashion.