On Monday, many news agencies reported on a proposed hike in South Carolina. None that I could find contained a quote from Rogers.
I pushed my way up to Rogers, a well-spoken, outgoing guy (and a former reporter), and asked if I could shoot a quick video of him explaining rate hikes. There was some brief discussion among his assistants, and in a few minutes, he was speaking, not just on the record, but on camera. (On my iPhone 3GS, to be precise.)
Within an hour and a half, people on Facebook and Twitter were commenting on Rogers' remarks.
Here's why this is a big deal: This was not a scheduled press event. Rogers was not prepared to give a statement. I didn't have any equipment that I don't walk around with every day. (The phone in my pocket.) I didn't go anywhere to send the video to watchers. (I uploaded it in the car.)
OK, Rogers didn't say anything earth-shattering. He talked about balancing rates with environmental concerns and the health of the company. And the video quality, particularly the audio, is pretty bad. But the rate hikes affect millions of people. And hearing from the head of the company about them adds to transparency. That this was an impromptu statement makes it even more real.
I give Rogers a lot of credit here. My friend Ken Thompson might have given this statement. I can't imagine Ken Lewis doing so. But this wasn't an easy question.
The new tools of social networking mean that we're all reporters. If the powers that be play ball, (listening BofA?) we can create a much more open society.
Jeff -
ReplyDeleteI liked the way Rogers handled your question prior to my knowing the behind-the-scene circumstances you described. After learning about the impromptu nature of the situation, I appreciate his response, buttoned up appearance and willingness/transparency even more. He seems like the antithesis of another big-time energy industry exec, Don Blankenship (not necessarily hating on Mr. Blankenship - just noting their polar opposite approaches).
A colleague of mine posted a blog entry similar to this one about crisis comms involving "citizen reporters" who use devices such as smart phones to tell the story (I know that's not you, but same principles apply in this case) - here's a link to it if you're interested: http://blog.crt-tanaka.com/2009/06/technology-and-crisis-management/
I fear that rather than a more open society, we will simply have a more guarded society with people feeling no personal freedom or space because there is always someone around you with a cellphone camera that can capture your fears, opinions and otherwise. Let's be careful what we wish for.
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