Lessons to be learnt from Nuffnang
There are many lessons on PR and business management to be gleaned form the recent Nuffnang PR fluff. Ever since my last post on their efficiency (lack of) and lack of personal touch, Ming had replied via comment for more information. I have sent him the emails but till date I have not heard from him nor have I received a reply that he will look into it. This is not good news in view of the PR disaster they seem to digging themselves into.
I don’t know how many emails they get everyday. I do however know that I get a hundred odd emails a day. I am careful to reply to the emails that need to be addressed or acted on within the day, and action within the agreed time frame.
This is because I am indirectly managing and maintaining the PR image of my boss and in the words of the commenter in Cobalt Paladin’s blog, “PR is not just about responding. Its about responding using the correct manner in order to achieve damage control.”
What kind of sublimate message is Nuffnang sending? It’s either that they are not responding, or they are responding with PR foot in mouths. I am quite disappointed.
At this point of time where more and more people are speaking up about the various reasons why they are unhappy with Nuffnang, they chose to remain silent, not address the issues and maybe, just maybe the problems will all go away.
***
After my post on Nuffnang and the 25 day lapse in email reply, I was pointed to several links where I read on further developments and different viewpoints with interest. Touching on my above stance on their gauche PR handling, I read DK’s offering on this with my virtual head nodding away. It’s also kind of hard not to agree with this guy when he is systematic and objective about his arguments. Is Nuffnang listening to him? Is Nuffnang listening to all the people offering constructive albeit negative feedback, or simply brushing them aside with silence?
Also, as much as I respect and like Cobalt Paladin (he is a commenter on my blog a long time ago back in my good old days of fiery political commenting. LOL) I have to respectfully disagree with him and say that Esteeis not an appropriate person to front the PR for Nuffnang. I do not know Estee at all nor do I have any personal entanglement with her, and you all knowI have a partiality for babes, so I am being totally objective here. I say this simply because she is romantically involved with the founder and thus assumed to have a partiality or biase. This is human nature. It may be fine if Nuffnang is not in murky PR waters but already as it is now, I think they don’t need more “scandals”. Also, with her recent outbreak on Techcrunch, an over emoting loss of control which bordered on hysteria which did no help to their spiralling PR downturn; it will not harvest any positive dynamics or the dramatic revamp that Nuffnang desperately needs now. DK had pointed this out with diplomatic acumen. However I do admire how she replied to Endoh even though she feel hard done by, and I respect how she admitted she had been rash with her comment on TC (no, not going to link that as I don’t see the need. She has apologized.). I have always had a healthy respect for people who can admit they are wrong and hey who’s perfect? Not me for sure.
**
Nuffnang supporters are doing more harm in their rabid wording of their supporting than good as it creates more resentment and irritation in the community who are unhappy with Nuffnang. Good for you if you are such a staunch supporter, but take a moment to consider if your staunch supporting is doing Nuffnang good in their impending PR battle or dragging them further to the dregs. Think before you attack well respected and seasoned bloggers like Cobalt, Paddy and DK. I get so irritated with people who think they are so sassy and get all smarty mouth but when they are making a mockery of themselves to the whole world. Do they know what they are saying in show of support? Do they even know what they are debating about? Do they know the points of contention and issues to be addressed?
Sometimes it’s better to keep your mouth shut and let people think you are stupid, than to open it and remove all doubt.
***
By the way, I am bookmarking this incident as a very valuable lesson in PR management. The input from business people like Cobalt, Paddy and Endoh are very interesting.
NN is taking the path of Odex…Self Destruction.
Give them some time. They had been getting a lot for the past week. So lets not expect too much for them. You must understand these people are only 23.
Out of curiosity, what exactly did you write in your support ticket?
Larry: Does it matter? But in any case, I can be open and say that it was positive feedback I was giving and a request for some administrative procedure. Still it took the staff (not Ming) 25 days to reply and that email was not very apologetic. More like obligatory. And no “thanks for your feedback” or “we hope to continue serving you better” kind of sincerity. No acknowledgment of my feedback at all. So yes, I am appalled.
Hey there, it was nothing on my part just sharing my thoughts. I myself is learning from cobalt and endoh on these boz mgt stuff too.
It is a neverending process, just open the ears a bit ‘bigger’, eyes ‘wider’ to see things a tab different. The business environment that we are in today is not just fast moving but very much in a hypercompetitive environment that many of us are unable to catch up. It helps when we have guys like them to share to help shorten up the learning curves.
You still remember our exchange? Haha! That was a long time ago, wasn’t it? Time flies!
Thank you for your kind words. I was just sharing my 2 cents. * blush *
Actually, we all learn from each other in the blogging community. This is the wisdom of the crowd.
Paddy: I think I would really like to join you guys at the POD if I may…
I think I could learn a lot just by listening to you guys talk!
Cobalt: Of course I remember!! I was so honored that you dropped by to comment and even submitted my entry to Intelligent Singaporean. Those were the days I really felt the passion for political commenting..
And I guess this is what makes for top bloggers. The sincerity and the willingness to share.
No lah, me no well respected and seasoned blogger. You see me too up already.
End of the day, it is a good lesson for everyone of us. Let’s hope we remember this case study and don’t do it again.
Come come … go to Ping forum and sign up. It is on 2 Dec
Cobalt, you wanna join us?
Sorry, Paddy, I’ve decided to continue remain anonymous. I’m not ready to come out of the closet yet. LOL!
Just join us… it’s going to be a casual meetup. The reason why I refrained from commenting too much after my series of posts, there are already people emailing me asking me why am I creating a campaign to target Nuffnang?
If the supporters can’t break out of their shell with the “when something happens it must be somebody else’s fault” mentality, I don’t see how the problem can be solved.
Ed:I think it’s very sad tunnel vision then. They cannot and do not see the big picture.
Well, I shall say this. If ever I start my own biz and you guys see me committing business harakiri, PLEASE holler out to me. I will appreciate the wake up call.
And yes, I will see you guys on 2 Dec.
Cobalt:“come out of the closet”!! LOLOL
@Cobalt.. ‘closet’? I knew it! hahah
Cobalt Paladin: You can wear your Optimus Prime mask.
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