Archive for the ‘communications strategy’


CNGVC Newsletter Earns Marketing Kudos

The e-newsletter Thinkshift produces for the California Natural Gas Vehicle Coalition made the Q2 2010 Vertical Response 500 list, at number 264.

The quarterly e-mail marketing award recognizes top-performing Vertical Response customers. To qualify, customers must send four or more e-mails and achieve average open rates above 20 percent and click rates above 4 percent. The newsletter typically gets open rates in the mid to high 20 percent range, and clickthrough rates in the mid 20 percent to high 30 percent range. The exception: the July 12 issue had an incredible 85.25 percent clickthrough rate.

I wish I knew how to repeat that. What I do know is that the consistently high open and click rates for this newsletter are driven by rigorously targeting content (including original reporting) to audience interests.

Getting Energy Efficiency Out of the Granny Panties Zone

Why don’t energy efficiency technologies and strategies get people as excited as a Tesla roadster? On the face of it, duh. It’s the brains of it that make it a head-scratcher.

As the American Council for an Energy Efficient Economy reported last year, economic data and the historical record suggest that “energy efficiency investments can provide up to one-half of the needed greenhouse gas emissions reductions most scientists say are needed between now and the year 2050″ and “investments in more energy-productive technologies can also lead to a substantial net energy bill savings for the consumer and for the nation’s businesses.” In other words, energy efficiency is probably the single most effective greenhouse gas reduction strategy we have, and it saves you money. What’s not to get excited about? Are people that distracted by bright shiny objects?

Yes, we are. Advocates have been lamenting the unsexiness of energy efficiency for some time: it’s the granny panties of the green economy. Many see the solution in language—what we need is a new term, one less evocative of slide rules and more inspirational. I’m all for motivating, send-the-right-message language—that would typically be my go-to solution. But I think what we need here is something more physical.

Energy efficiency faces two obstacles that strike me as more serious than its nerdy name: invisibility and implausibility. The beauty and the downfall of many energy efficiency measures is that they work in the background, without anyone being aware that they’re happening. And the potential savings from these measures often inspire skepticism more than any other reactionremember how President Obama’s campaign opponents mocked him for suggesting proper tire inflation as a way to save gas?

People think that if a solution like that really were effective, it would already be standard practice—someone would have told us about it already. That assumption ignores the powerful forces of inertia and the culture of heedless consumption (most Americans haven’t worried much about saving energy because we haven’t had to—even the simplest strategies are easily missed if you’re not looking for them), but it’s powerful nonetheless.

I suspect that we need to make energy consumption a thing: people need to be able to see it happening. It has to come out of the background and be made concrete through web interfaces, dials, beeps, texts from your tires, whatever. That might compromise design simplicity (another efficiency value), or even slightly reduce energy savings, but what’s more effective—a theoretically perfect solution that few use, or something a bit too tricked out that gains mass acceptance?

It may pay to remember that out of sight often means out of mind.

Accuracy Is Essential (That’s Not As Obvious As You’d Think)

Accuracy is essential to credibility. Duh, right? Yet organizations miss the accuracy boat all the time. And even one or two innocuous slip-ups can cast doubt on everything you say.

Just look at the “climategate” kerfuffle, where a few questionable (stolen) e-mails between scientists were taken to indicate rot at the heart of all their work. Or at how the inclusion of an unsubstantiated speculation on the melting rate of Himalayan glaciers in the 2007 Intergovernmental Panel on Climate Change (IPCC) report brought forth a barrage of claims that all climate science is bunk.

Sure, these reactions came from people who are climate science skeptics (at best)—but that’s the point. Every business making a benefit claim for its products or services and any advocacy group promoting a policy solution faces skeptics. Inaccuracy encourages doubt to spread.

So why is there so much inaccuracy in communications of all kinds? Anyone who’s not actively trying to deceive realizes that factual statements should be correct; when they’re not, speed and sloppiness are usually the culprits. The rule: check every statement. Then check it again.

The more slippery (and common) problem is claims that are inaccurate by implication—for example, packaging that can be recycled only at rare, specialized facilities but is simply  labeled “recyclable” with no explanation. Companies that do this may earn greenie points from the uninformed, but once people find out their recycling can’t actually be recycled, they tend to get peeved—and massively distrustful. Credible claims are realistically correct, not just technically correct. The rule: if you’re implying something untrue, then you’re not telling the truth.

The Upside of Transparency: Why It’s Worth the Risk

Current talk about the Obama Administration’s trouble with transparency reveals a strong parallel with sustainability-oriented businesses: it’s easy (and sounds so nice) to say you’re committed to transparency; try to deliver on that promise and you’re likely to encounter walls of uncertainty, fear, and bureaucratic resistance.

When transparency means revealing unfavorable or unflattering information (and it usually does to some extent), companies and institutions often get cold feet. They consider the negative publicity that could ensue and decide they can’t risk it. What they often fail to consider is the risk of continuing to hide and the benefits of public confession.

Someone’s bound to find out your secrets eventually, and then you have no control over the story. On the other hand, social psychology research, along with plenty of anecdotal evidence, shows that organizations that acknowledge problems—and say what they’re doing to address them—are perceived as more credible. Telling the truth makes you trustworthy. This is why attention to challenges is a factor in the Thinkshift Credibility Quotient™ (see an earlier post on how this applies to companies introducing advanced technologies).

You may be familiar with one of the best examples of transparency and acknowledging challenges: Patagonia’s Footprint Chronicles program, which traces the company’s products through the supply chain. If not, here’s a look at the site in action:

I look up a jacket, and the website tells me the sustainability “good” (it’s recyclable), and the “bad” (the waterproof finish uses a chemical that persists in the environment). It also tells me they’re researching alternatives, but for now the finish stays because it’s essential to performance.

The fact that they’re telling me a negative thing makes the positives they point out all the more credible. It also has the interesting effect of making me as a potential purchaser share responsibility. They’ve told me about the chemical; if I want to reduce its incidence, I can forego waterproofing. If I want the waterproofing, I am partly responsible for the sustainability problem. Nice, huh?

What Works When Communicating About Climate and More

I wrote in April about what decision science research tells us about how people respond to environmental issues and what that means for communicators. Now the Center for Research on Environmental Decisions (CRED) at Columbia University has released an illustrated guide to the psychology of climate change communication—handily summarized by Grist blogger Jonathan Hiskes here.

Even if you’re not communicating directly or specifically about climate change, take a look. There are nuggets here that can be useful to people trying to influence behavior on a spectrum of environment-related topics—from clean tech companies trying to get staid industries to adopt new technologies to universities trying to boost participation in campus sustainability efforts.

Much of the advice boils down to the fundamental communications truth—it’s not about you; it’s about your audience. Know who they are, speak their language, put problems and solutions in their context, be concrete, don’t exaggerate, and give people easy ways to act. You’ve no doubt heard these rules before (we certainly can’t shut up about them), but this guide gives you the science behind why you ignore them at your peril, and may give you fresh ideas on how to to apply them.