Generating new sales leads can be challenging, time consuming and frustrating — but it’s a critical element in growing a business. Believe me, I’ve been there and can sympathize with anyone who has ever had to build a list from scratch, make a cold call or contact someone they simply don’t know.

Some people really thrive on the excitement of aggressively securing a new lead, while others are uncomfortable with the pursuit. In either case, there’s no excuse — especially with all the information available on the Internet these days — for not performing even the most basic research before reaching out to a prospect.

A couple weeks ago, I received an unsolicited sales email. Typically, I prefer to receive a phone call first, but if an email does arrive in my Inbox, I would hope that the sender would at least make sure that it’s relevant to the recipient.

But before I go into more detail about the email itself, I want to share a story from a few years back.

It was 8 PM on a weeknight and I had just arrived home from work a few minutes before. My 2yo daughter was wrapping up dinner. We were just about to head upstairs and get her ready for bed when we were both startled by a knock on the front door. I picked my daughter up in my arms and opened the door.

A young woman, most likely college-aged, stood on the front step with a clipboard in hand and a bag full of pamphlets thrown over her shoulder. It was dark out, so I couldn’t immediately determine what was printed on the literature or the reason for her visit.

Without introducing herself, she abruptly started in on her opening pitch and blurted out, “George Bush is ignoring climate change, hates the environment and wants to destroy it. Will join us in our fight to stop him?”

Before I could answer, she just kept right on talking. I stood there, staring at her as she spouted off several talking points filled with misinformation, distorted facts and partisan rhetoric. I let her continue for a minute or two, mostly because I wanted to hear what she had to say before I responded.

Unfortunately for her, it wasn’t a fair debate. I informed her that I was a White House staffer and had just posted several items to WhiteHouse.gov about President Bush’s commitment to the environment that very day including a “Setting the Record Straight” fact sheet entitled, “President Bush’s Strong Record of Addressing Climate Change.” How’s that for good timing?

Many of the statistics were still fresh in my mind and I picked apart her arguments one at a time with facts based on the president’s actual record. However, she was persistent. She kept looking to her clipboard for more talking point ammunition, even repeating a couple that I had just debunked.

All the while, I was holding my 2yo who had been observing our conversation quietly and patiently. My patience, on the other hand, was beginning to wear thin after 15 minutes or so. My 2yo was getting heavy, it was late, we all were tired and I still needed to get her ready for bed.

It was clear that we were just on different sides of the issue and that neither of us would budge so I needed politely end the discussion. In doing so, I offered a little advice:

“Look, I appreciate and respect the fact that you are going to door-to-door about an issue that you are passionate about. You have every right to do so and I commend you for getting involved and speaking out. However, you’re speaking to a President Bush supporter who is educated on the issues. Plus, you’re in a moderate to conservative neighborhood where misrepresenting facts and attacking the president probably won’t go over too well either. So, before you start knocking on doors, bothering people late at night in the privacy their homes and interrupting family time, I suggest you do the research.”

At that point, my 2yo (who was still learning to talk at the time) pumped her fist in the air and without missing a beat said, “Yeah, do the research!” I couldn’t have chosen a better way to end the conversation myself. We wished her a good night and closed the door.

I’ve told this story a number of times and that phrase, “Do the research!” has become a favorite among family and friends. I think about it now and again, particularly when someone isn’t diligent about obtaining general background information before tackling a project. Plus, it’s good advice — which brings me to the reason for the post.

As I mentioned, I received an email from a potential vendor that really missed the mark. I have included an image below but have redacted specifically identifiable information to protect the sender’s privacy.

My goal in writing this post is not to publicly embarrass anyone, but rather to point out ways to improve. There’s a right way and a wrong way to write effective email messages and much of it is plain common sense.

Here’s a list of where this email went wrong — along with some friendly “unsolicited” advice:

Time
Normally, messages sent at 2:23 AM ET wouldn’t be a problem except that my work email account is tied to my BlackBerry which buzzes when a new email arrives. Most of the time I sleep through it, but this one woke me up. Thanks for that.

Advice: Be considerate when choosing a day and time to send.

Subject
I know many rely heavily on catchy subject lines to increase open rates, but “Conference Call” is plain boring and misleading.

Advice: Get creative. If not, how about just using the name of the company, products, services or even something simple like “Introduction?”

Name
My name is David, not J.J. David is in my email address, as well. I have no idea who J.J. is or how I earned that nickname, but this email immediately lost credibility after I read that.

Advice: Use a person’s actual name. A formal salutation would be nice, as well.

Address
I live and work in Washington, DC — not Chicago. Perhaps Chicago is where J.J. lives.

Advice: Again, this could have been avoided with a little research. A simple Google search would’ve cleared this up.

Personalization
In the third paragraph, there’s some language about a “personalized and customized PDF presentation” which is attached to the email. The filename (VIP_J_J_Almacy.pdf) is quasi-personal. Don’t get me wrong, I’m flattered to be considered a “VIP” even if it’s in a PDF filename and I have to go by J.J. to attain that status. However, I was disappointed to see that the PDF was four pages of standard marketing materials with “JJ Almacy” and the name of my employer stamped on every page. There was nothing in there at all that seemed to be directly relevant to my clients or even my line of business.

Advice: Slapping someone’s name and company (even the correct one) on a template is not personalization. Even if you can’t cite minute details, providing relevant case studies based on geography or industry specific examples demonstrates a more thoughtful approach.

Attachment
Since it’s not coming from a trusted source, I am always hesitant to click on attachments for fear that it may be malware or some type of computer virus. Also, larger file sizes may bounce back or could clog up Inboxes.

Advice: Avoid attachments in initial email communications. Instead, connect with your potential client first to learn a little about their business objectives & challenges. Then, follow-up with a customized document that offers solutions and demonstrates tangible value for partnership. Another option is to provide links directing people to Web based versions of your case studies on your company Website in the body of your email. Of course, an in-person meeting is typically a more effective and preferred method to walk through presentation materials, if possible.

Contact
Next, the author — this company’s CEO — indicates that his EA (executive assistant) will be giving me a call to set up a time to speak with him. Really? I understand that some people rely heavily on assistants to manage schedules, but I found the tone of that sentence a little off-putting. If you have the time to send an unsolicited email fraught with errors, you certainly have the time to pick up the phone and call me yourself. Besides, it has been a couple weeks and still no word.

Advice: Everyone’s time is valuable. Remember, you are the one who is seeking their attention. So, be polite and respectful in your tone. Lastly, if you say you are going to follow-up, then do it.

If your target database is too large and you can’t do these things in an individualized manner for each person, then you should rethink your strategy.

Bottom line: Know your audience. Treat them with respect. Connect in authentic ways. Personalize without getting too personal. Seek to understand their challenges. Offer solutions. Be sincere.

And, oh yeah, before you begin: Do the research!

This week, Edelman released TweetLevel, the latest web-based tool designed to measure one’s “importance” on Twitter.

For those who haven’t given in to peer pressure to join the site yet, Twitter is a “microblog” that enables users to share thoughts, activities and news via 140 character text updates.

Twitter’s founders had a pretty basic, yet novel idea. They wanted to create a platform where users could connect with each other online to answer one simple question, “What are you doing?”

I’ll admit that when I first joined (@almacy), I just didn’t get it. Besides a few close family members and friends, I remember thinking, “Who really cares what I’m doing?” In fact, my first tweet isn’t exactly going to assist in solving global strife.

Regardless, I pressed on and started to “follow” a few folks that I was interested in hearing from including those engaged in politics, public relations, press, social media and technology. Pretty soon, I started to build a bit of a community. I soon realized that I was learning a lot from them and hoped others found value in my contributions, as well.

As far as what I tweet, I try to strike a 30/30/30/10 balanced philosophy for tweets, retweets (RT) and tweet buzz (HT, via):

• 30% Politics: White House, Congress, government, E-Gov, campaigns, issues, advocacy
• 30% Communications: Internet, media, social networks, public relations, marketing, advertising, technology, tips, tricks, trends, insights
• 30% Personal: life, family, work, travel, hobbies, blog
• 10% Miscellaneous: Whatever doesn’t fall in the categories above i.e. humor, wit, thoughts, randomness, etc.

However, I often wonder whether any of it makes a bit of difference. So, I gave TweetLevel a try and scored 61. Not too bad.

TweetLevel then provided some uselful insights on how to improve my score which is based on four primary “result metrics” including influence, popularity, engagement and trust. The site also offers some sound advice regarding Twitter best practices and influence tips.

That’s why I really like this tool. Unlike previous attempts by other sites to measure a user’s level of influence based on pure number of followers or amount of tweets, Edelman developed a complex evaluation formula for TweetLevel in order to arrive at a more thoughtful conclusion:

Twitter itself is also rapidly evolving with the addition of periodic new features and functionality – and who knows where all this is going.

According to a recent Pew study in October 2009, Twitter’s future looks bright. Though the median user age is currently 31, the site’s popularity continues to grow, especially among younger audiences.

In addition to learning new things and meeting new people via Twitter, it can be fulfilling to know that the information you are “putting out there” has the potential to positivelty affect someone else.

Whether for an individual, company, brand, product or issue, TweetLevel results could be quite helpful in gaining a better understanding of one’s effectiveness in leveraging the Twitter platform and, thus… increasing influence.

Full disclosure: Edelman is my employer, but opinions expressed are my own.

Today, Waggener Edstrom Worldwide is releasing a white paper on digital healthcare titled, “Healthcare Communications in the Digital World: Mitigating the Risks in a Highly Regulated Environment.”

In conjunction with the paper, I will be moderating a live panel discussion this morning, Tuesday, February 24 at 9 AM EST at The Madison, 1177 15th Streeet, NW in Washington, DC. The event will also be available via live webcast.

The panel will focus on the online regulatory issues currently facing the healthcare industry, as well as the advances and the promise of Government 2.0. Participants include:

• Mark Gaydos, Sanofi-Aventis US Regulatory Affairs Marketed Products, Senior Director
• Sanjay J. Koyani, U.S. Food and Drug Administration, Director, FDA Web Communications
• Christina Pearson, former U.S. Department of Health and Human Services, Assistant Secretary for Public Affairs
• Jenny Moede, Waggener Edstrom, Healthcare
• David Almacy, Waggener Edstrom, Studio D (Moderator)

From the release:

Following the unprecedented use of social media throughout President Obama’s campaign, the new administration will bring a fresh perspective to digital regulations for healthcare. Companies will need to become educated on how new regulatory policies will affect their online communications. As the administration and the U.S. Food and Drug Administration (FDA) begin to review existing policy and move to create new guidelines, now is the time for pharmaceutical and biotech companies to learn how to effectively engage their audiences online to stay ahead of the competition.

Those who are watching online and may wish to ask a question may do so via Twitter by using the hashtag: #wehealth. Looking forward to great event!

UPDATE

Watch on demand video of the panel discussion.

Download the PDF of the Waggener Edstrom digital healthcare whitepaper.

A friend of mine on Twitter @MelaniePhung sent me a few interview questions to answer and asked me to post here on CapitalGig. She’ll post hers on her site, All About Content. Enjoy!

THE QUESTIONS

1. How long have you been working in public relations? What attracted you to it?

I officially entered the public relations industry when I joined Waggener Edstrom Worldwide in May 2007. However, I have been working in the communications arena for the past 15 years including the Republican National Committee, Phi Delta Theta Fraternity, Washington Business Journal, C-SPAN, GovTech Solutions, U.S. Department of Education and most recently, the White House. I have always been fascinated by the power of communications, meaning the ability to effectively disseminate and consume information through valuable channels of influence. Whether it’s by word of mouth, print, radio, television, the Internet, or a convergence combo of all the above, methods are quickly evolving to keep pace with societal needs for 24-7 news and information. It is as exciting to watch as it is to participate.

2. In your opinion, what elements are essential to a good digital PR campaign?

All good PR campaigns begin with defining the business challenge first. Then, identifying target audiences and establishing monitoring processes and success measures assist in determining the best strategies and tactics that map to those objectives. The Internet should simply be part of that overall plan, woven through accordingly to augment message and reach. Basic elements should include SEO/SEM (keywords & tagging), cross platform sharing, blogger outreach, multimedia (audio, video, photos), online community building and social media engagement.

3. Whose blog do you read the most?

I read almost too many to mention but here are some of my favorite PR & social media thought leaders: Frank Shaw, Chris Brogan, Andy Beal and Avinash Kaushik.

4. How do you communicate the importance of new media strategies to your clients?

I usually begin by making the point that the Internet isn’t a panacea, but rather a tool that can assist in augmenting message, monitoring conversations and connecting key influencers and audiences in new ways. Some may be wary of the Web because it’s new, percieved as unproven, or pushes them outside their comfort level. The best way to allay their concerns is to provide real concrete examples, mapped to business objectives, that have produced successful results.

5. President-elect Obama’s social media campaign was credited for being the first of its kind. What’s your take on the role of new media and the blogosphere in Obama’s success?

Certainly, the Obama campaign understood the power of building online community. They used the Internet as an effective communications tool and, of course, to raise money. They also put the proper resources behind it with 95 Web staffers and almost $12M spent in two years for online efforts alone. That’s huge! Leveraging social media sites like Facebook (co-founder Chris Hughes joined the campaign) and Twitter helped connect his supporters but ultimately his election, in my opinion, was more a reflection of the promise of his candidacy rather than just his Web presence.

6. Please describe the biggest challenge you face in your current job.

Clearly, trends on the Internet move at a very rapid pace. It is very difficult to stay on top of the latest site or tool that pops up. Often, there’s a temptation to be wowed by a new site because it is “bright & shiny” but over time, it’s utlization will determine it’s value and market staying power. I think Twitter is a good example of that. When I first joined, I admit that I just didn’t get it – and many that I have spoken with about Twitter agree that they also initally felt the same way. Once I started to really use it, however, it has consistently demonstrated value to me in countless ways and although others have tried (Jaiku, Plurk, Pownce, Yammer), I keep coming home to tweet!

7. Do you have any advice for someone who is interested in working as a communications consultant in DC?

First, one must understand that even though Washington is a powerful world city, in many ways it’s also a small town community. So, I recommend getting out there, attend some Capitol Hill events, find others with like interests, join DC Facebook groups, follow DC folks on Twitter and explore all opportunities no matter how big or small they may seem. If just getting started, seek an internship at a PR agency or media outlet to get a foot in the door. To demonstrate knowledge of the digital space and it’s importance, start a blog and use it as way to connect with the DC set online.

8. If you could rank for any keyword phrase you don’t currently rank for, what would it be?

Hmmm, you mean besides “Nine-time Olympic Gold Medal Champion?” OK, seriously, let’s go with digital strategy expert. I personally think that it’s a little presumptious for anyone to call themselves an expert, but I certainly don’t mind if Google does it!

9. Assuming you had never gone into public relations, what would you be doing now professionally?

As a child, I dreamed of one day becoming either a dentist or a fireman. However, a couple cavities later and a fear of heights quickly dashed those hopes. Other than that, I probably would have become a stand-up comic or an international star of stage and screen. Ha!

10. Do you follow the Washington Nationals? Do you root for Teddy during the Presidents Races?

Believe it or not, I have never been to a Nationals game – I know, I know! I’m originally from Maryland and grew up during the height of Cal Ripken’s career, so naturally the Baltimore Orioles have always been my team. Go O’s! Plus, the Ripken family is from Aberdeen, Md. which is where my mom is from so I have always felt a little vicarious hometown connection. However, since I currently live very close to Mount Vernon, I have to root for the original George W!

Well that’s it! I hope you enjoyed reading this. A big thanks to @MelaniePhung for sending the questions for all to answer.

Thanks to everyone who participated. Please check out their sites and follow them on Twitter.

@almacy a Digital Strategy Expert
@melaniephung a DC SEO Strategist
@martinbowling a lover of Zima
@utahseopro a Utah SEO Consultant
@fairminder who offers Boston Website Design and SEO services
@cyandle a Google Adwords Professional
@melanienathan an Edmonton SEO specialist
@jackleblond a VP of Internet Strategy
@djpaisley a Digital Communications Strategist
@vinceblackham a Utah SEO specialist
@researchgoddess a Staffing Social Media Specialist
@monicawright a Maine SEO professional

Motrin ran into a bit of trouble with their new ad campaign this weekend. They did a nice job with the creative, the script is tight and the animation in the video itself is pretty well done but there was just one *minor* problem. Their message angered their primary target audience: Moms!

Basically, their campaign is centered around the premise that “wearing babies” (carrying i.e. BabyBjörn style) can be, well, a pain – in the neck, shoulders, lower back, etc.

Angry moms flocked to sound off via social media, including:

• Facebook: Babywearing isn’t painful. Boycott Motrin for saying it is. (Group is 487 and growing.)
• Twitter: #MotrinMoms
• Flickr: Baby-wearers Unite! Dear Motrin, you’re doing it wrong.
• YouTube: Anti Motrin Reply Re: Motrin Babywearing Ad #motrinmoms
• And, of course, the blogs.

The negative response has been overwhelming. An organized protest effort has emerged urging Motrin to take the ads off their website and put a stop to the print campaign. Many indicated that they went to Motrin’s website to email their thoughts and feedback. According to one blogger, a Motrin marketing VP (McNeil Consumer Healthcare) responded via email. I attempted to visit it, as well, but http://www.motrin.com wasn’t loading. Either they pulled the whole site down or massive traffic crashed their servers.

Now, before one jumps to the incorrect conclusion that the Internet is to blame for this backlash, let’s take a step back and not condemn the medium. Fundamentally, Motrin just missed the mark here and instead of phone calls and letter writing, consumers simply chose to voice their concerns online. Hopefully, Motrin will learn some valuable lessons from this and attempt to engage their critics in the same venue. There is an opportunity to remedy the situation by reaching out to key influencers in the “MomBlog” universe, build relationships, form focus groups and solicit their ideas to avoid future missteps.

In the meantime, I imagine that Motrin executives will require extra doses of their own product for the next few weeks.

Originally posted on WE’s Studio D blog, “Thinkers & Doers.”

Last year at Blogworld, I attended a session entitled, “Just the Numbers: Understanding Analytics” with Google’s Avinash Kaushik. It was an outstanding discussion and Kaushik is a terrific speaker. Not only is he brilliant, he is super nice and even hung around to answer questions from those who flocked to meet him after his presentation.

Kaushik’s blog, Occam’s Razor, is a must read for anyone looking to crack the Web analytics nut. After all, it’s all about metrics, right? In fact, I hear this ALL the time: “Dave, I get the Web, but I can’t seem to sell it to those above me. All they care about is the return on investment (ROI).”

I agree. Some things are fairly quantifiable like traffic referrals, page views, media download numbers, and blog rankings. However, other things aren’t as easily measurable such as specific actions that may result from those who read a blog post, watch a YouTube video or join a Facebook group.

Kaushik is currently traveling and sharing some of his latest thoughts. At a recent stop last week in Columbus, Ohio, Kaushik spoke with roughly 200 including marketing execs from Procter & Gamble, Victoria’s Secret, Coca-Cola and Timberland. Advertising Age covered his remarks and ran this piece, Google’s ‘Analytics Evangelist’ Explains Why Websites ‘Suck’.

(As a side, ironically, the article is no longer available on the AdAge site. A quick search for it yielded several results of those who posted on it such as Joe Marchese, Shel Holtz, and HotelMarketing.com - and they all link back to the original AdAge article page.  So much for analytics here!  Good thing I made a hard copy because I wanted to share it on Tuesday night with the students in my class.  For you younger readers, confused by what a “hard copy” might be, I suggest you check out Wikipedia.)

During his comments, Kaushik explained that the reason why so many Websites “suck” is because of ”Hippos” or the ”Highest Paid Person’s Opinion.”  Hippos may see something they like online or read about the latest Internet trend in the Wall Street Journal and then jump to a “Hey, we need that!” approach without considering site goals or purpose. 

Instead, Kaushik suggests that when developing sites, marketers should get away from the “what” and focus more on the “why.” One way is to engage consumers and assess their needs via brief online surveys.  He recommends asking questions such as:  Who is coming to your website? Why are they there? How are you doing? What do you need to fix?

This is right on. We often ask clients, “What is the business challenge you are trying to solve?” Once that’s determined, we can identify the best digital strategy to employ in an effort to tackle it. When the obstacles are clearly defined, then the solutions are the ultimate measure of success!

Despite my United Airlines snafu, I finally made it to Austin and had a couple productive days at SWSW Interactive (SXSWi).  However, I had to leave a little early for an offsite meeting in NY on a rainy Monday morning before the conference officially ended.  In fact, the music and film portion of SXSW - the highlight for most attendees – was just gearing up. 

On my way to the Austin airport, my cab driver remarked that I was leaving before all the real fun began!  Thanks.  So, I boarded my plane and started thinking about what he said and had to disagree.  I learned a little bit, met some great new people and actually had fun doing it.  

Not sure there were any groundbreaking new developments this year, but this was my first SXSW so somewhat hard to judge.  Having said that, I felt confident when I walked out of each discussion that I had a strong grasp of the material covered.  Wow, sounds like I am in college again.

The first session I attended was entitled ”Filching Design: When the Shoe Fits.” I really liked Luke Wroblewski’s (LukeW Interface Designs/Yahoo) presentation who showed various sites with similar designs and polled the audience as to whether they were “filch or fair.”  

For example, in April 2007, AOL’s new site looked strangely familiar to Yahoo! users.   Yahoo! was filched again (this one by Google is just plain blatant) when they launched a new page promoting Internet Explorer 7.  Google has since launched an updated IE7 page.  Then, in an amazing twist of irony, blogger Matt Cutts took Google to task over it but it was later pointed out that he failed to credit the author of his own Wordpress template design in exchange for use of the free download (btw, thanks again for freshblue, Robbie Williams). 

Of course, code can be filched, too.  Both desginers and programmers admitted to borrowing from each other and many agreed that the ability to share is one of the reasons for the rapid expansion of the Internet.   However, be sure to give credit where it is due.

I have never seen such widespread use of Twitter en masse and in real time as I did at SXSW.  Specifically, hundreds of tweets simultaneously dubbed Sarah Lacy’s interview with Facebook founder Mark Zuckerberg a “train wreck.”  I imagine that Twitter chatter and server load reached unprecedented levels that day.  Just brutal.

I also witnessed a similar reaction to a panel entitled “Social Marketing Strategies Metrics, Where Are They?” the day before.  The session really disappointed – about half walked out midway through.  As the Q&A began, many were still asking “Ummm, about these metrics… so where are they?”   The audience further responded by coughing loudly, and filling Meebo (the conference provided chatroom) and Twitter with nasty comments.  Ynema Mangum (aka “Y”) with BMC Software was the only saving grace. She was the only one who provided an actual case study with tangible results.  Unfortunately, it happened just before the end of the session so few people actually saw it.

Speaking of Twitter, my friend Mike told me about a unique tool called Twemes which allows users to categorize user tweets by theme.  For example, SXSW created a tweme related to the conference.  All one has to do is include “#sxsw” in a specific tweet and it automatically aggregates on the SXSW Twemes page.  

This is yet another in a long line Twitter companion sites/apps seeking to augment the microblog’s effectiveness, reach and influence.  Among my favorites: Twittervision (real time pop-updates), Twitterific (desktop software), and Twitxr (instant photo sharing).  Now, with GeoTwitterous, you can even find out where your Twitter buddies are when they post.  (Thanks for the tip, Kristine!)

All in all, a great trip and I really enjoyed meeting/catching up with Fleck, Patrick, Julie, Colin, Kristine, Jim, Andrew, Mike, Chris, Tristan, Rick and everyone else I may have forgotten.  Already making my plans for SXSWi 2009!

Related

Amazing conversations and meeting amazing people at SXSW Interactive (Just Write Click)

SCHED: SXSW 2008: almacy’s schedule

BarCamp Austin III

A not so funny thing happened on the way to South by Southwest Interactive (SXSW) on Friday.  Per usual, I mostly packed the night before, mentally envisioning what I’d need as I prepared to hit the road for seven days of travel to Austin, NYC and ultimately Seattle this week. 

First stop, Austin, Texas.  After a little time with my family in the morning, I left the house around 10 AM for my 12:25 PM United flight out of Dulles direct to Austin.  Got to the airport with plenty of time to spare, checked my bag at the United ticket counter, printed out my boarding pass, went through security and rode the “mobile lounge people mover” (would love to see these things in a Hollywood action film chase scene someday) to my gate.  I was all set, so I thought.  

Upon closer look, I noted that “PASSENGER MANAGEMENT CARD” was printed along the top of what I thought was my boarding pass.  This should’ve been my first clue that something was wrong, but I dismissed it as United’s feeble attempt at futuristic aeronautical nomenclature.  At the gate, I struck up a conversation with Andrew who was also headed to SXSW and had the same note on his card.

Passengers began to board, including a couple friends of mine and we ended our brief chats with, “See you on board!”  I eventually joined the line and made my way to the front.  When I got there, I handed my card to the attendant and she informed me that I didn’t have a confirmed seat assignment.  She then directed me to stand to the side with several others who evidently were in the the same boat, so to speak.  We all stood by and watched until the last passenger checked-in.

I was confused about this considering that my flight arrangements were made months ago.  SXSW is a popular conference and I knew that flights and hotels were going to fill up fast so we booked early.  They have to accommodate us, right?  As an optimist, I had a pretty good feeling that we’d all board momentarily.  Alas, no such luck. 

The attendant then told us that the flight was oversold and that our confirmed ticket didn’t necessarily mean that we had a confirmed seat on the plane.  Really?  Who else operates like this?  Restaurants?  Movie theatres?  Cruise ships?  Nope.  Couldn’t think of one other business that doesn’t actually honor prepaid reservations. 

Supposedly, an announcement was made asking for volunteers to give up their seat in exchange for a free round-trip but I never heard it.  More importantly, there were no takers.  Even though I booked this months ago, I was still out of luck?  OK, what now?  When’s the next flight?  Who is going to fix this? 

Sorry, no answers.  Supposedly, all inquiries needed to be made at the Customer Service counter.  So, Andrew and I made our way there and decided that even though this was unacceptable, we were anxious to work through it to a successful conclusion.  In my experience, misdirected rage has never really resolved anything positively.    

Those of us in line quickly bonded with each other and figured out our DC six degree connections.  Virginia whipped out her new Flip and captured our thoughts at the moment on video.  We dubbed ourselves the “United 4″ (plus Chris, who was already at the counter when we arrived and was able to rebook on a flight through Denver).

In the end, it all worked out, sorta.  Three of us wanting to get to Austin that day made it, although barely.  Virginia cancelled her trip entirely, our PBS colleague flew out the next day.  Fortunately, I was able to book the last seat through Denver (thank you, Jennifer and WE travel agent!).  After Andrew nicely, yet firmly, requested to speak with a United manager, he successfully secured the very last seat on a direct flight later that afternoon and was bumped to first class, no less – which was the least they could do!

The lesson here?  First, if you are United, try not to tick off a bunch of bloggers en route to one of the largest interactive conferences in the country.  In addition to writing about it, we own multimedia devices that will record our displeasure in real time - just a few clicks away from a YouTube upload.  

Second, if you are a traveler, confirm your seat assignment online starting 24 hours in advance.  Otherwise, you might just be left behind!

Related

The United 4 – SXSW Bound No More (Virginia Miracle)

How to (not) get bumped from your flight (September Third)

No doubt, this is how newsman Les Nessman and Dr. Johnny Fever would be singing the WKRP theme song today in our converged digital world.

After snow and ice forced a cancellation last week, I head to Ohio tomorrow to speak at the rescheduled luncheon sponsored by PRSA Cincinnati and Business Wire to discuss the changing influence of communications in the digital age.  In addition, we’ll take a look at the Internet’s affect on the American political process – both on the campaign trail and in the halls of government.

As a bonus, I will answer all questions about the current race for the White House and promise to accurately predict the winner of Ohio’s primary election on March 4. 

OK, maybe not, but I trust it will be an interesting and lively discussion.  So, if you are near The Phoenix tomorrow (Tuesday 2/19) around 12 PM, hope you will join us!

Related:

The Changing Influence of Communications in a Digital Age (Research Goddess – Thanks, Amybeth!)

Message Over Medium Wins 08 Presidential Race (PRblog, Kevin Dugan)