Last night’s widespread outage of iinet, Australia’s second-largest Internet Service Provider, was bad enough. For hours, many of iinet’s customers had little or no access to the assorted services that they were paying for due to a cooling failure at an iinet data-centre, during record-breaking heat.
Bad enough, but iinet’s communications people actually managed to make things even worse than that, failing to communicate clearly, just when the company and its customers needed it most.
So, what ever happened to marketing and PR? As an art and a science, did they even make it into the 21st century, or did they fall into a ditch somewhere, and we never noticed?
Before we get started, I’m not saying that that all marketing and PR is bad or wrong nor that everyone who does them is rubbish. There are certainly still exemplars, but if you want a bland, ineffective and banal image – well, that’s the way to bet, because that’s what so much of the industry seems to be delivering.
It’s now the seventh day of the disruption of Second Life traffic statistics. I’m going to use this particular issue to talk about feedback and communication, because today is the first day that Linden Lab has produced any on the issue.
Linden Lab is looking for someone to fill the role of Director of Global Communications – effectively to become the “main spokesperson for the company.” This job reports to the head of marketing, which would presently be Kim Salzer.
Reporting to the Head of Marketing, the Director of Communications will own the global communication strategy and execution for Linden Lab. This person will work alongside executive leadership to craft the communication plan and manage all media relations for Linden Lab’s Direct to Consumer effort.