I just revisited a blog by Steve Rubel called “How the Leading Social Sites Describe Themselves” Steve’s piece is well worth the read. He observes that when one reads how major social Web sites describe themselves — Twitter, digg, Friendfeed and others — it would be difficult to tell them apart by simply relying on the descriptions themselves.
It’s an observation that applies too often in multiple segments and in many vehicles ranging from brochures and videos to ads and even exhibits — maybe especially exhibits.
One of the products most in demand from our marketing communications firm is the JMC Messaging Platform(TM). The platform takes shape as a document in which we distill the essential elements of a brand — things such as how it should be positioned in the minds of stakeholders, or what the value proposition is to a customer group.
But the first and most debated element in virtually every JMC Messaging Platform process that I have worked on is the definition of the business — how the organization describes itself. One would think that such a straightforward statement would be the simplest. Not so! It doesn’t seem to matter whether the organization is a closely held business or part of a multinational organization. When we meet with the leaders in our facilitated brand messaging workshop and begin with that fundamental question, most of the time it opens a lively debate.
When there is little debate, the reason is typically that an official milquetoast-like definition has been developed and the language is, as Rubel observed, so bland as to be meaningless.
No reason to delve into the organizational psychologies at work. That could take forever. But there is good reason to suggest that it does pay for the leaders of any organization to wrangle through a process of clarifying how the company or its brands describe or define themselves. If the message is muddled to those of us on the outside, how must it be to the people on the inside? And contrarily, if the people inside are clear about the definition of the organization, how much more likely are they to relate to and resonate with the publics that enable success?
I’m with Steve Rubel. Describe yourself! It’s job No.1 for any customer-facing activity.
