Game On

Augmented reality (AR) is a developing technology that overlays computer-generated graphics onto a real image or video. The most popular example of AR is the yellow First Down line on televised football games. We’ve also seen it in rotating billboard displays on soccer and baseball, and briefly, the trailing comet tail to help hockey fans keep their eye on the puck.

Zugara, an interactive agency, experimented with online augmented reality in a couple notable online applications. The Webcam Social Shopper is a virtual fitting room that lets people see themselves in clothing before they buy. It also uses motion capture so a person can navigate the online store by moving their hands rather than stepping up to the keyboard.

They followed up with Cannonballz, a game utilizing a person’s web camera and Facebook Connect so the player becomes part of the action.

Oddcast has a simple AR demo. Just print the unique badge and display it in front of your webcam to bring an animated rocker to life. SekaiCamera is making strides in mobile AR as well; this video from LOEWE Tokyo offers a glimpse.

Location-Based Social Captioning

Layar is a Dutch-made program that enables people to leave comments on images captured by their mobile device. The app uses 3D technology to gauge distances as well as the phone’s compass and GPS or cell tower triangulation. Then, computing all this information on the fly, the real image can be geotargeted so that other people can read the comments and post their own.

People have already demonstrated a desire to share their opinions specifically. Check the level of user engagement in places like Viddler in-play video comments, Yelp reviews and the tips, reviews & crowdsourcing features of contextual location-based apps like FourSquare, Gowalla, BrightKite, Navizon and Waze.

Social captioning seems like a natural evolution of AR. With advanced filtering and administrative control, I can imagine a number of recreational and commercial uses for this kind of application.

• Ratings & reviews Restaurants, bars, local retail
• Visitor attractions City walking tours, Architectural and historical tours, ghost & event tours, sports & convert venues
• Real estate Listings, property details and contact info
• Scavenger hunts For fun & education, geocaching
• Amusement parks Maps, games and awards
• Convention exhibition Product interaction, marketing challenges
• Product testing & consumer feedback Large area or ticket items
• TV/Film Scene caption games, reviews
• Municipal services Emergency response, crime scene investigations, water & gas line mapping
• And more… Education, healthcare, transportation, shipping, traffic & weather, social communities, I could go on.

Layar recently won the Vodafone Mobile Clicks start-up challenge with a €75.000 prize. Here is the presentation they used in their pitch.

To see who is experimenting and applying augmented reality to the real world, visit the AR Consortium.

Have you seen the video of the Phillies dad catching a fly ball? In front of a cheering crowd, he gives it to his toddler daughter who promptly throws it away. It’s so endearing to see his shocked expression, then an “aww shucks” flood of unconditional love for his little girl.

If you’ve been under a rock, go check out the video on Yahoo! Sports.

Chances are, you saw this video within the first 48 hours of its release on YouTube or embedded in a blogs. This event is the hottest piece of content to go viral in recent memory. It’s just so darn cute! This guy is the epitome of “AWESOME DAD”, one I personally can relate to better than the fat dumb dad on any number of sitcoms and spots in the past decade.

It has all the elements of a classic story packed into 30 seconds: plot, character, theme, climax and resolution. A father’s pride, a child’s mistake, forgiveness, reconciliation. It’s so tightly bundled in a beautiful way, it becomes an instant Internet meme. It’s ripe for a super mash-up, something savvy marketers crave.

Unfortunately, the MLB lawyers have trumped all reason and yanked the video from all video-sharing sites, and by proxy, all embedded media like blogs and social networks. Video from their own site is coded in a manner that does not allow it to be played from anywhere except their site. Boom boom pow, this is so 2000 and late!

The MLB completely wasted an opportunity for the MLB to attach its brand to a heart-warming story. Mashable agrees. The MLB could have been recast in celebration of fatherhood or baseball as a family game.

I can already see the 30s spot: the touching video, professionally mastered with compelling V.O. or slide copy. That is fine. But it’s so much more sincere relating to the story when it’s shared among friends in ways they already communicate. Forcing everyone to go to a branded site loses a degree of authenticity.

Presumably, the brilliant legal minds at MLB responded from a flat-policy to defend against future video sharing. I understand the protective need, certainly an open license could be granted in these extraordinary cases. That is the difference between thoughtful leadership and policy management. Instead, the MLB reaction suggests pure greed in a game played by millionaires.

At least the Phillys are playing this up. I hear Dad is getting lots of swag and is making the talk-show circuit. That may seem greedy too, but this kind of PR is organic and altruistic. The team is offering up a wonderful story without the expectation of getting something in return. Big difference.

During these difficult economic times, I have many friends seeking work. Please contact me with specific needs or if you are building a future talent base. I can refer people in all areas of marketing:

Account managers, all levels
Interactive producers
Analysts & strategists
Project & program managers
Content producers
Creative & art directors, all levels
Copywriters
Designers
Flash artists, editors & developers
Web developers
Software engineers, Java, .NET, LAMP
Technical services managers
IT & system administrators

These people are not chaff separated from the wheat. This is an amazing group of smart and experience people swept up in cut-to-the-bone layoffs. Even if you aren’t a hiring manager, please ping me if you are merely aware of openings.

Also, feel free to browse my list of LinkedIn connections, Facebook friends and Twitter followers. I am happy to make introductions.

2008 Presidential Candidates & Interactive Media

I’m a big fan of custom flash units in interactive video advertising. Barbarian Group kicked off the genre with Burger King’s Subserviant Chicken, but EVB & Toy New York helped Office Max push custom advertainment virally with personal content in Elf Yourself.

Two other examples come to mind, Aveaword for BMW Mini UK by Glue London and Carmen Had a Crush On You by JetSet Studios for the Meet the Spartans movie.

As a producer, I like the mix of creative and technical strategy required to pull these off as well as the challenge of tight broadcast integration. These campaigns also glean solid web analytics to help justify ROI. I’ve had fun planning the execution of similar concepts for NASCAR champion Carl Edwards who is building his own personal brand quite well.

Here is the latest one created by MoveOn.org & sent from my longtime friend @NigelPrentice imploring the consequences of my not voting for Obama.

This is a clever execution that is relatively inexpensive because the back-end logic simply handles text & destination email. It doesn’t use pics, video or mobile, all of which yield a richer experience, but exclude less savvy participants. As a result, this simple concept can take off quicker and spread further.

Did you get this in your inbox? I’d be interested in hearing any metrics & market penetration for this campaign. Otherwise, what do you think of the execution?

Post Election Update: Frank Luntz, political analyst and author of Words That Work , says “for the first time ever, this election cycle, more young people got their information from the web than from the print media or television. This has never happened before. It means that YouTube and MySpace and Facebook matter.”

A Case Study in Online Public Relations & Crisis Management

Police arrested a 66 year old woman this week for refusing to pay her $7.45 tab at Waffle House. The story got picked up by Drudge Report, then the broader media and finally through blogs and social media networks.

This is not a bona fide PR crisis, but this situation reflects poorly on Waffle House, a national chain with ~1500 stores. Dumb criminals are entertaining, but reports aren’t clear about why she didn’t (couldn’t?) pay. Many bloggers are finding fault with the restaurant and railing against it. [1, 2, 3, 4, 5, 6, Google Blog Search]

The store manager probably should have discreetly waived the bill, although I can’t imagine they thought the situation would be elevated to national attention. Regardless, this is an opportunity for the company to define it’s relational strategies for crisis management and online consumer interaction.

Background: Waffle House Serves a Broad Base

Full disclosure: I love Waffle House. It’s a brand steeped in Diner Americana invoking the hot black coffee retreat painted by Edward Hopper. The all-day-breakfast menu is working class fuel, from pre-dawn to the deep night-shift. It’s the kind of place comfortable memories are made, from roadtrip pitstop adventures to the nighthawk’s final call.

Waffle House is a cultural icon rich in user-generated content. Click images to see Flickr comments.

Waffle House offers simple food, folksy patrons and they have some of the hardiest working & friendliest servers in the industry. Sitting next to the grill line when the place is slammed, the hot sizzle, greasy smells and barking orders is poetic to a business process nerd like me.

Recent Waffle House PR Challenges & Responses

Waffle House has already faced a series of bad press from unruly customers.

• October 2008 Robberies occur in Texas and Alabama. A fatal shooting Florida is met with calls for boycotts online.
• August 2008 LiveLeak has security video of a brawl complete with racist comments about Waffle House customers. The company should nail whoever is releasing these security videos to the public, although methinks it may have been released by plaintiff litigants who obtained them through the course of Discovery. Unfortunately, the damage is done; the company’s best response is being prepared next time.
• March 2008 Kid Rock pleaded not guilty for fighting in a Waffle House. I love the company’s response: they invited the star back to a restaurant to greet his fans and raise money for a local homeless shelter. Spokesperson Kelly Thrasher explains the company wanted to “take a negative situation and turn it into a positive situation.”

Waffle House brand managers should proactively apply this positive philosophy to social media. This recent series of events can be the impetus for a cohesive online PR strategy that touts the brand’s long-standing reputation for good customer service.

“When life gives you lemons, make lemonade!”
Grandma

What Should Waffle House Do?

I recommend a deep dive on some of these general actions.

• Develop an Online Persona
  One can expect resistance to social media from a brick-and-mortar diner chain, especially one that doesn’t advertise. Traditional PR might consult with Legal and publicly drop all charges. Or partner with local homeless services nonprofits.
   
  However, consumers have already extended the brand across social networks (more on that below). Blue collar audiences are online, 70% use social media and savvy brands are serving them.
   
  Whataburger is a Southern burger chain with a made-to-order heritage that targets men, 50+. It’s ad agency McGarrah-Jessee drives a polished effort online as well as in direct, outdoor and cool broadcast work reminiscent of my favorite down-home man-it-up Miller High Life spots.
   
  We tailored the BecomeAnEX campaign to help multiple shades of blue-collar audiences. We found a majority of our target already online and eagerly embracing mobile technologies.
• Engage Existing Communities
  My brief research uncovered a bevy of positive stories, pictures, a Wikipedia article and scores of cult-classic sentiments like this unassuming Waffle House Wedding in Georgia that would have been a hoot to crash. Git ‘er done!
   
  The alt.food.waffle-house Usenet group has 6000 members, there are YouTube videos, 1000s of pics on Flickr, large fan groups on Facebook and Ning and constant tweets on Twitter to name a few.
   
  Once brand managers know where people congregate online, they can enter discussions via PR and interactive advertising. I believe an approachable persona mixed in humurous kitsch and classic PR would be very well received in micromedia formats (@woot comes to mind).
• Develop Distinct Strategies for Each Platform
  Social media outlets are unique and some communities lend themselves to different business objectives (i.e awareness, response, promotion, revenue, feedback channels, etc). Plan accordingly.
• Leverage UGC
  Integrate user-generated content into Waffle House web properties.
• Attach the Brand to a Quirky Holiday
  Waffle House already does this to some extent. They are a sponsor of Real Men Cook, a family celebration event hosted on Father’s Day in Atlanta. Waffle House benefits with buzz marketing, product placement and celebrity endorsement.
   
  The company also celebrates National Waffle Week and hosts the World Waffle Eating Championship that garners press for it’s high-profile speed eaters.
   
  A cheap Quirky Holiday SEM Strategy could generate local press, elevate presence of mind & uptick sales for a couple days on an otherwise off-beat holiday. Eat What You Want Day [May 11] could be fun given their pick-n-choose menu. Other possibilities: Lips Appreciation Day [Mar 16] and No Housework Day [Apr 7].
• Update the “Newsroom”
  I’d wager the Waffle House Newsroom got a lot of hits today with this story. And it hasn’t been updated in over two years. Good media relations is critical.
• Web Analytics & PR Measurement
  Judging by the state of the site, and the apparent lack of a full-time PR manager, I’d wager executives don’t study inbound traffic sources. At one time, Waffle House partnered with Vocus for on-demand news monitoring and measurement. Hopefully company employs basic online monitoring.
• Implement a Brandjacking Defense Posture
  These are just the kind of one-off stories that instigate a brandjacking that will probably run it’s course in a few days. Even if this case probably will not hurt the brand long-term, why risk it? It appears @wafflehouse has already been brandjacked on Twitter and on Google’s Blogspot.
   
  Using my Social Media Checklist, Waffle House brand managers should snag social media profiles, even if it doesn’t actually engage followers.
• Speak to Security Concerns
  Customers need to feel safe. Be open about what security measures the company is taking and address flagrant misstatements when they occur. This requires active and passive online brand monitoring.
• New Price Points
  I’m not privy to current Waffle House pricing strategies, although, I do remember All You Can Eat deals for $3.99 in college! Brands have to be careful about competing on price when a depressed economy eventually recovers. However, this story got traction because of the economy; people will make a connection on price & this lady being unable to afford $7.45. A temporary high-level plan can hedge against public blowback.

Enterprise Strategies in Social Media

While PR focused on external messaging, Waffle House can use social media for internal infrastructure communications.

• Franchise Communications
  A few years ago, I got an internal sneak peak at Schlotzsky’s efforts to shore up internal communication among franchisees during a restructuring phase. I’d keep an eye out for anything that supported franchise relations specifically.
• Collaborate On Internet Messaging & Brand Identity
  Schlotzsky’s also addressed inconsistencies in external messaging, branding and stores across the franchise system, both in traditional and online advertising. From what I can tell, Waffle House is facing similar challenges today. Even after establishing a strict code of branding guidelines, policing and enforcement requires dedicated resources.
• Regional Online Marketing & Domainjacking Avoidance
  The lack of an online messaging strategy also puts the brand at risk for domainjacking. Franchises are already grabbing their own domain names, which is common when marketplace planning and legal don’t keep pace with technology.
   
  Waffle House should have a unified front in the WaffleHouse.com domain, improve the store locator & offer marketing pages for franchise owners so they can leverage the brand for local promotion. Following this, the company can develop strategies for regional online marketing & mitigate the risk of domainjacking.

Is this case study helpful? What would you suggest to Waffle House executives? Please share your thoughts below!

Update: Read the comments to learn how to win a free cruise. I believe this is the first #freecruise contest held exclusively on Twitter.

Case Study: Effective Online PR by Travel Brands

Working at GSD&M, I got to see some of the cool interactive and broadcast work we did for Norwegian Cruise Line. The creative campaign translates well across print, outdoor & direct and the TV spots have been well-received.

In the social space, Carnival has cruised to the front of the Twitter line. They have a brand evangelist, @CruiseSource, tweeting live from a Carnival cruise that is currently underway. His current bio reads “Your Source for Everything related to Cruising. Live from CCL Destiny 10.16.08.”

CruiseSource.us is a blog about cruising, not Carnival persay. My clients in the travel industry tell me that they enjoy perks from cruise lines and destination resorts in exchange for bookings and promotion. Presumably, that arrangement exists for CruiseSource, and it’s a good way for Carnival to dip their toe in the social ocean.

What is notable about this case is how effectively brand evangelists utilize micromedia to generate buzz and online PR for brands. This is also a good example of small businesses being nimble with social strategy and engagement.

Best Practices in Social Media Strategy & Engagement

CruiseSource is using Twitter to establish themselves as experts in their niche. Rather than just constantly link back to their site, an early mistake they seem to have overcome, they relate with their audience in meaningful ways. Examples:

• They spent weeks building excitement about this cruise.
• They invite cruise-related questions and follow-up with answers.
• They retweet properly.
• They reply and DM properly.
• They suggest cruising for nonprofit fundraising.
• They post cruise specials.
• They post cruise news related to Hurricane Gustav, primarily as a service, but they also attract Twitter search traffic.
• They search Twitter for lead generation. Very smart. They can expand their search by topic, by cruise line, by cruise ship and by destination to find perfect little nuggets like this.
• They listen to tweeters and engage them directly with relevant responses.
• They invite followers & prospective followers to give cruise feedback.
• They tweet about fun activities while aboard the cruise.
• They link to Flickr pics from the cruise ship.
• They are patiently building a Twitter following, maintaining a follow/follower ratio around 4:1.

Apparently their efforts have led a major cruise line to invite CruiseSource to participate on a web 2.0 advisory board. If this is Carnival, then kudos for building a smart partnership and generating inexpensive online PR. As long as CruiseSource maintains an air of industry promotion and authentic human interaction, Carnival will benefit from the company’s peer recommendations.

For any travel brand, I suggest a few more tips in establishing a genuine social presence online.

• Be more personable. CruiseSource has found a voice on Twitter and its blog, but it still hides behind the company name on all posts. Even using a first name (Tucker?) would cut through informality and lend credibility to their recommendation.
• Browse Peter Kim’s list of social media marketing examples for inspiration. Carnival Connections already made his list with it’s community forum, but the site entry is weighted heavily toward sales.
• Remain Authentic. Tyler Banfield offers good tips on authentic promotion.

I’m interested to see what travel brands develop on other social platforms, both in external marketing and within the company’s internal organization of staff, partners and sales channels.