Much of the value in the stuff we call social media stems from its immediacy. Your employees now have the ability to report and share what they are experiencing right in front of them. In real time. In the moment.

Earlier this year I was excited to read this post on the Ushahidi blog – and in particular this snippet…

“…imagine getting a continuous flow of stories in near-real time that allows people to see needs as they emerge and act on them.”

In a frenetic world defined by more and more things competing for peoples’ attention, you need to be in that ‘flow’, where you have a better chance of catching people ‘in motion’ – when they are ‘goal orientated’.

I often show this slide to illustrate the point.

Where is all this leading? Well, Lucy Bernholz eloquently stated recently that philanthropy is the business of passion. I love that. That passion can also fade if you don’t know your own place in the story; if you hang up your passion with your coat every morning.

Way back – before the web was invented – my experience at Oxfam was that some of the best stories were locked in the ‘audio-visual unit’ (although I preferred to call it The Story Room). Two decades later charities still have a tendency to ‘save’ a great story for some future purpose (rather than sharing for maximum impact). In practice this often means it is buried among the fluff in the annual report, or (sometimes) devalued with a free plastic pen in a piece of direct mail.

Stories move people – and communications is about making stories real, urgent, and compelling to move people to act. You and your charity’s supporters are inextricably linked so create opportunities to bring you all closer together. Bridge the gap through participation with story as the connective tissue.

Make participation central – not just content – otherwise this is all just a sideshow. Your mission doesn’t want to just sit on paper – or even a static web page.

I guess I’m imagining something similar to the business lifestream Made by Many created for when a whole bunch of employees attended SXSW in March. They aggregate photos and tweets captured on employees’ iPhones using the Instagram app, and weave in blog posts that update dynamically and in real time. The Made by Many crew have created something visceral; a delivery system for their stories. They are active participants and put in their true selves. This may be the future of digital engagement: intimate and packed with multiple ‘light-touches’ across multiple possible touch-points.

In a charity, this kind of behaviour can inspire others who emotionally invest in you. Especially given loyalty to a charity brand is I believe being slowly augmented by a closer affinity with employees.

We are hard-wired to do this. We just haven’t had the toolkit until now. But just as we transition towards a more digital life – somehow behind the firewall we unlearn and grow more compliant and uncertain that we have something to add that will be valued. We lose confidence.

I view much of what I do now as helping to build the capability for ‘flow’ within charities. Working alongside Anne McCrossan we see the potential for organisations to make connections that move people and share the stuff that ‘tingles’; the kind of organisation that makes people want to respond and contribute.

Anne is fond of repeating these words from Maya Angelou, and they seem appropriate to include here…

“People will forget what you said; people will forget what you did, but people will never forget how you made them feel.”

Are you ready to move from ‘busy’ to ‘flow’?

Photo by Michael Hartford available under a Creative Commons license

A long, long time ago (in internet time)… in fact, exactly six months to the day before the first ‘tweet’, a Category Four hurricane they inappropriately named Wilma slammed into the Caribbean coast of Mexico. In a matter of a few hours, most of Cancún’s resort beach had been sucked away and dumped on the sea bed. Serious stuff.

It was around midnight on Friday 21 October 2005.

Three weeks later, on 14 November in London, I spoke with Gabriela Rodríguez Gálvez, Tourism Minister for Quintana Roo, the state that is home to Cancún, Cozumel, and the Riviera Maya. As I wrote later…

We discussed the challenges ahead. I expressed my belief that traditional PR and marketing methods are losing their grip on customers as we take recommendations from each other.

Secretary Rodríguez seemed to agree, and she stated:

You cannot predict the future but you can be prepared.

“Definitely,” I nodded. So I encouraged them to start a blog. Tell people what’s happening, I said.

I wasn’t hopeful. I decided there and then to have a go myself (what was I thinking? I lived 5,000 miles away in the SW of England… or “Little Mexico”, as we like to call it). I even ‘mapped’ out some basic ideas on the train home after speaking with the Minister. I wrote down what the purpose of the blog would be, which would later become the about page when we went ‘live’ on 12 December 2005.

Four days later, Secretary Rodríguez was quoted in a CNN.com article as saying:

…it’s very important that the tourists know exactly the status of Cancún, because we don’t want them to expect something else and then have frustrated tourists.

No blog was forthcoming; just a megaphone. Wait for it: The Mexico Tourism Board pumped US$5m into a gimmicky glass-sided “Promobus” filled with sand, palm trees and bikini-clad beachgoers which roamed the wintry streets of 21 US cities, interrupting Christmas shoppers with the message “Cancún is open for business”.

Well, it was a plan. After all, they had always done it that way.

I got to work. I viewed every photo uploaded to Flickr tagged “cancun”, “playa del carmen”, etc., and invited people to add images to a Flickr group. I cross-checked the documentary evidence with the news I gleaned from hotel concierges or plucked from the wires. And yes, it became an obsession. Over the next five months, I estimate I dedicated over 500 hours to updating the blog.

And I guess that’s the first lesson: never ever underestimate the lengths that some people will go to collaborate with strangers to uncover the real story!

The blog became the only source of information on the beach reclamation project and you need only scan a few of these comments to see how keen people were for the clarity they were not getting from their hotel or tour operators!

So what else did we learn?

Now is too late

A big part of being prepared for future storms (or for that matter, any ‘crisis’ event) is to establish – in advance – the best way to inform people what is happening. This way, search engines will already have picked up the blog before any crisis kicks off. Speed is critical. Blogging in this context is a continuous record of facts and corrections of errors in near real time. Questions need answering quickly and accurately (truthfully) to slow speculation and knock down rumours convincingly. You can always add detail as it is verified. The State Tourism office went into damage limitation mode and instead relied on the webmaster to upload woefully inadequate information onto a web page.

In whom we trust

The ‘audience’ (I’m reaching for a better description) is integral to the story. How about inviting half a dozen smart people (who can write a bit) to blog through the hurricane season. Digital cameras were commonplace four years ago, but cheap point-and-shoot video cameras were certainly not. They are now increasingly ubiquitous. I can only imagine how this would have been amplified many times over had Twitter existed in October 2005,

Hello, is anyone out there?

I would have liked those working directly in the travel industry (hotels, tour operators, etc.) to have taken advantage of the blog – connected with it, and participated in the conversation. I was pretty well known to the Mexican tourism authorities, having been presented with a writing award by the Tourism Secretary in 2003. I contacted over twenty representatives in London and in Mexico. I met with a wall of silence. Not one reply. Not a single acknowledgement of what we were doing. Whatever you do, reach out to those who seek to be your advocates.

Head in the sand won’t stop the backchat

The job of PR was changing fast even back then. They can have a conversation with their customers – and potential customers – via comments and posts to bulletin boards. They can enjoy the value that comes from listening to what people have to say. Marketers need to understand that their job is more than simply ‘bums on seats’ and selling ‘product’. They are now marketing ‘conversations’, and they need to join in themselves. Participation is marketing.

Indulge me for a moment and allow me to use a travel metaphor: To fully understand the value and culture of social media, it is best to participate as a ‘traveller’, and not as an occasional tourist. It can be uncomfortable at times, but less so if you are well-prepared. Know before you go, and if the expertise does not exist in house, ask for help.

No news is good news… or is it?

Not necessarily. I recall one hotel which sent me a photo of some of its staff with their backs to the Caribbean Sea. I was able to locate a photo taken from almost exactly the same spot (on Flickr), but pointing in the direction of the hotel, which was badly damaged. Even those hotels which escaped with only minor damage, or none at all, should have said as much on their websites. Otherwise, we’ll just assume the worst.

In the words of Dan Gilmour:

Tell the truth. Tell it quickly. Tell as much as you can. People crave a genuine, human voice in times of crisis.

Thousands of people visited the blog. Very quickly it became clear that many were not going to be put off from travelling to Cancún for a holiday. I believe that this was the greatest failure of the travel PR people. They failed to grasp that by encouraging conversations about on-going developments (which was in fact largely a positive story following the disaster of Katrina), the blog meant that people travelled better informed and with sensible expectations. By their absence, the tourism authorities in this particular story turned a drama into a crisis.

So that’s the story. Nearly four years on, I remain enormously proud of what we achieved together. To be totally frank, looking back over the comments left on the blog brings a lump to my throat.

The web truly became social for me over those few months.

My only regret is that although I still visit Mexico (with family and my camera) every 18 months or so, I’ve not written a single article about Mexico since mothballing After Wilma. I’ve moved on, I guess.

Cue sunset.

Imagine… a humungous aggregator of all the positive good that millions of people have done today. The tiny, but not so insignificant acts of kindness and philanthropy, which if joined together would add up to one heck of a powerful narrative for a more just world.

Bad news happens fast and travels fast, while a good story can take much longer to blossom and bear fruit.

Where are the stories of the courageous people who through their own efforts, or with a little leg up such as a Kiva loan, overcome their material poverty to create a brighter tomorrow for themselves and their communities, one person at a time.

There’s a lot of doom and gloom around at the moment. Even the last item on the late evening news – the one that is intended to make us forget the previous 25 minutes of bad news – well, even that has recently dropped off the end of the bulletin. It seems it’s all bad news.

Bloody hell, why can’t those news people get some perspective. Can’t they find just one, simple but remarkable thing that someone, or some group has done today with real and lasting social impact? Did they bother to look?

If you’re reading this and work for a charity – this is an invitation to demonstrate the positive impact of your work, more than you do today. Don’t tell me what £50 will buy for ‘someone like’; show me what £50 has achieved. Better still, let me watch a video of a ‘real person’ that will bring me to within a heartbeat of your work. I’ll even donate towards buying a new computer, if you show me that the old one was used to empower a network of activists to make a positive difference.

I do not want to feel remote, guilty and helpless. I want to feel inspired and involved in making good stuff happen, right now.

We all want to be part of a good news story. Good news begets more good news.

And remember, today something good did happen. For a start, thousands and thousands of people participated in Blog Action Day.

Maybe it’s because I’m a glass-is-half-full kinda guy, but please tell me some good news, and I’ll gladly pass it on.

What are your ideas for making the good news more visible?

I was going to write about something else for Blog Action Day. I was going to write about Save the Children’s Kroo Bay and DfID’s bloggers. I’ll mention them, because they’re worth your attention.

I’m shortly going to be doing some work with Global Giving UK, to embed some more good news around the social web.