Note: This episode continues our experiment with a streamlined format: two guest co-hosts instead of three panelists and fewer stories. We were able to shave even more time off the show this week and will aim for further slimming next week. Please let us know how you like the format — and the length — by sending an email to fircomments@gmail.com.
Doug Haslam and Augie Ray join Shel Holtz for this week’s episode, which covered these stories…
- An Accenture report found that loyalty programs aren’t working, with millions of reward points lingering unused while consumers have different criteria for what makes them loyal.
- Listener Tim Watt asked about our discussion in episode #73 about Volkswagen overcoming its emissions crisis to become the world’s top automaker. We discuss whether it would have mattered had the crisis been characterized as a public health issue rather than an environmental one.
- PewDie Pie was dropped as a paid influencer for Disney and Google dropped him from its premium ad program after he shared anti-Semitic videos. It’s a challenge for brands hold influencers accountable for their content; it’s also impossible to distinguish real rogue Twitter accounts created by disgruntled government employees from fake ones. Meanwhile, several media outlets nearly fell for a fake press release claiming McDonald’s was trying to acquire Chipotle, and a movie company launched a fake news campaign to promote a new film. With so much fakery everywhere, will consumers start distrusting everything they see?
- Dan York reports on social media passwords.
- The 2017 Edelman Trust Barometer calls for companies to put employees first, but new data from Gallup suggests most organizations aren’t heeding that advice.
Connect with guest co-hosts on Twitter at @dough and @augieray.
Links to the source material for this episode are on Contentle.
Special thanks to Jay Moonah for the opening and closing music.
FIR was recorded using Zencastr.
About today’s guest co-hosts:
Doug Haslam’s career has spanned a variety of disciplines within the communications field: radio technology, editorial production, public relations, marketing, social media and digital. Currently a senior consultant with Stone Temple Consulting, Doug began with public radio, producing news and thoughtful sports programs, moving into technology public relations, and currently to social media and content strategy for brands of all sizes and industries. Doug’s love of media has come full circle, as his most recent positions have seen him taking full advantage of his content creation skills, managing social media and brand publishing programs for a wide variety of clients.
Augie Ray is a Research Director covering customer experience for marketing leaders at Gartner. He has had a diverse career, including leading a digital experiential agency, directing social business at USAA and managing a global customer experience team at American Express. In his present role, Augie researches and advises clients on topics such as Voice of Customer, customer journey mapping, customer experience strategy and virtual reality.
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A veteran of small and large PR agencies, Shonali Burke is the award-winning president & CEO of her eponymous social PR consulting firm, Shonali Burke Consulting, Inc., where she and her team(s) help for- and non-profit organizations small and large reach business goals by taking their communications “from corporate codswallop to community cool.” Shonali also serves on the Adjunct Faculty at Johns Hopkins University in its M.A. /Communication program, as well as the Rugers University School of Communication and Information. Before launching her own consultancy, Shonali worked as Vice President of Digital Media and marketing for MSL Group, and as Vice President of Media and Communications for the ASPCA.
Angus Nelson is the “people guy” at Brain+Trust Partners, an engaging consultant, facilitator, speaker, and executive coach. Former head of Member Success at Crowd Companies, he and Jeremiah Owyang founded an innovation community of Fortune 1000 companies – his focus on the p2p economy and future of work. He’s spoken at corporate headquarters for Walmart, Whole Foods, Coke, Adobe, Hallmark and Swisscom. His podcast, “Up In Your Business”, was recognized as a Top 20 Business Podcast on 
Christopher Carfi is GoDaddy’s Director of Content Marketing, and leads the team responsible for 
Serena Ehrlich, Director of Social and Evolving Media, provides guidance for internal and external content creation and distribution services, ranging from PR programming to mobile marketing to social media updates. Throughout her career Ehrlich has worked to provide guidance on investor relations, public relations and overall consumer behavior relations trends. Before rejoining Business Wire in 2013, Ehrlich designed and implemented successful local, national and international social, influencer, mobile and traditional marketing campaigns for brands including Kraft, Kohls, Avon, Mattel, Mogreet and more. A ’91 graduate of Brandeis University with a B.A. in History, Ehrlich was named one of the 2013 Top 25 Women in Mobile to Watch by Mobile Marketer.
Author and investor Kelly Hoey is a networking expert whose new book 
Andrea Weckerle founded and leads 
Lynette Young is co-founder and Director of Marketing 
Steve Crescenzo started 
Steve Lubetkin is the managing partner of 
Jen McClure is CEO of 
Chris Christensen is the CEO at 
Jennifer Zingsheim Phillips is the principal at 4L Strategies, consulting and providing content development for a variety of industries. She has worked in communications and public affairs for 20 years. Her background includes work in electoral politics, government, lobbying, and public affairs PR work.
Priya Bates is a senior communication executive who provides strategic internal communication counsel in order to ensure leaders, managers, and employees understand the strategy, believe in the vision, act in accordance to the values, and contribute to business results. She is president of Inner Strength Communications in Toronto, and previously served as senior director of Internal Communications at Loblaw Companies Limited.
In 1996, while on the fast track to a partnership in a growing PR agency, John Deveney opted to strike out on his own and form Deveney, a process and a practice that embraces the soundest principles, the newest media, and the most innovative technologies. Based in New Orleans, Deveney is particularly strong in the areas of crisis, healthcare, tourism, and hospitality. (After hurricanes Katrina and Rita, John led the only on-site communication operation and media center for both the City of New Orleans and the Louisiana Office of Tourism.)
Mark Schumann is the director of graduate business communication programs for the Zzicklin School of Business at Baruch College, City University of New York. He is also founder and principal of re-communicate. Most recently, he was VP of marketing and communications for Western Connecticut Health Network. He served as IABC’s chair in 2009-2010 and is currently IABC’s liaison to the Global Alliance. He was a managing principal and global communication practice leader at Towers Perrin for 26 years.
C.C. Chapman is a bestselling author and agile, performance-based marketer with over 15 years of experience in marketing and emerging technologies. C.C. is the author Content Rules (co-authored with Ann Handley) and Amazing Things Will Happen. C.C. has specialized skills in conference speaking, creative development, social media marketing, online direct response, working with large brands in helping them understand how to apply emerging technologies and social learnings to their marketing plans.
Neville Hobson co-hosted this show for 10 years and 8 months, from its inception through October 2015. Neville is based in Bracknell, outside of London in England where he works as a senior business consultant for IBM Social Consulting. Neville has spent much of his career analyzing trends, behaviors and practices in digital communication. As an independent consultant before joining IBM, he focused on social business, the collaborative economy, wearable technologies, and the professionalism of PR. He also held a position with WCG as head of social media for Europe, and was VP of Corporate Communication for Scala Business Solutions in Amsterdam.
Dan York, FIR’s tech correspondent and host of the occasional “FIR On Technology” podcast, is a passionate advocate for the open Internet, focused on helping people understand the changes going on all around us within communication technology and practices. Dan currently serves the Internet Society as the Senior Content Strategist, creating, curating and promoting online content that helps service providers, companies and individuals more quickly deploy Internet technologies such as IPv6 and DNSSEC. Separately, Dan is also the Chairman of the global Voice Over IP Security Alliance (VOIPSA). Dan is also active within the real-time communications area of the IETF. His most recent books are “Migrating Applications to IPv6” and “The Seven Deadliest Unified Communications Attacks”. Previously Dan worked for Voxeo Corporation heading up the company’s communication through both traditional and new/social media.
Ayelet Baron is the author of “
Eden Spodek, founder & CEO, Eden Spodek Inc. is an award-winning digital communications and social media marketing strategist with more than 25 years of experience on the client and agency side in several verticals. In 2010, she launched her own digital consultancy practice and is a blogger, podcaster and community leader. In 2015, she worked tirelessly on a successful Kickstarter campaign and has been invited to advise on others. Eden co-developed the Digital Strategy and Communications Management certificate program at University of Toronto School of Continuing Studies. This week, Eden is hosting a free webinar, the A to Z Blueprint for Planning, Building and Launching a Crowdfunding Campaign. She’s an active participant in the digital community and was lead co-organizer of PodCamp Toronto for five years. A sought-after speaker, Eden is frequently invited to join panel discussions and speak at a variety of workshops and conferences. Eden is the co-host of the technology podcast, 
Brad Whitworth, a communication coach at the Stanford Graduate School of Business, was most recently senior communication manager at Cisco Systems. Brad joined Cisco in 2007 and today leads integrated communication for the part of the company that builds partner ecosystems for new markets. Before Cisco, Brad led communication programs at HP, PeopleSoft and AAA. He earned undergraduate degrees in both journalism and speech at the University of Missouri and an MBA at Santa Clara University. A former broadcaster, Brad has made more than 300 presentations to executives, communicators, and university classes around the world. Brad has a long history with IABC, including serving as chairman of the international board and president of two local chapters. He is one of the authors of The IABC Handbook of Organizational Communication.
Kami Huyse founded Zoetica Media. She writes an award-winning blog, Zoetica Talks, on the topic of public relations and social media strategy. Kami is a national leader in the use of social media for public relations. She speaks at social media events and conferences all over the country and her work in social media has earned her the SNCR’s 2008 Reputation Management award and IABC’s 2009 Gold Quill of Excellence Award. Kami was a 2010 fellow of the Society for New Communications Research where she pursued a study on how cause marketing in social communities can benefit companies. She is also the co-founder and organizer of the Social Media Breakfast Houston.
After a successful career blazing trails in new media as one of the top tech bloggers in the world (first hired writer at TechCrunch, co-editor of ReadWriteWeb), Marshall Kirkpatrick led the 
Laura Pevehouse is Chief Blogger for Direct2Dell. Laura brings 16 years of experience in corporate communications and digital marketing roles to her work, including jobs in public relations, employee communications, branding, community engagement, event management, online commerce, social media and virtual world development. In her role as Dell’s Chief Blogger, Laura is responsible for the development, coordination and execution of strategy and content for Dell’s corporate blog, Direct2Dell. Since taking the Direct2Dell reins, Laura has recorded an 80% increase in time on page at the end of the first year in this role. She also leads the company’s cross-business unit editorial team and engages with marketing, product line, operations and corporate communications colleagues worldwide to enhance the company’s brand.