A Twitter Press Conference That Worked (and the Famous One That Didn’t)

This is the first of a planned series on the use of social media in the 2008-2009 Israel-Gaza conflict, largely derived from the examples and articles I’ve collected over the past few weeks.

The Israeli Consulate in New York recently held the first Twitter-based press conference. While it was an interesting experiment, the technology was poorly suited for this sort of activity (read two good critiques from COMOPS and Columbia Journalism Review). As Rachel Maddow pointed out, they were trying to explain a conflict in 140 characters that authors have struggled to decipher in books. Many critiques have been written on this, so I will highlight a counter-example where Twitter proved an excellent medium for delivering press-type engagement.

Sean McCormack, the State Department’s spokesman, twittered (and photographed) his way through the recent negotiations and vote on the UN Security Council’s Gaza cease-fire resolution. His tweets noted the negotiation process all through to the final vote, which passed with the U.S. the lone country abstaining. His updates were interesting on their own, conveying a sense of insider information and a direct connection with the process.

What I found more interesting though, was immediately after the vote, several people asked McCormack, via Twitter, why the U.S. chose to abstain. At this point, the mainstream media had only just reported on the vote and provided little additional context (and none had explained the U.S. abstention). He fired off a few quick responses, including:

“@kmcurry support ceasefire but wanted more progress Mubarak initiative before a vote. That said, wanted to get to ceasefire.” – link

While he didn’t get into details, expectations were low (unlike the consulate event) and because this was so impromptu and immediate, a handful of sentences were all that was needed. More detailed explanation could come later. His quick replies really gave a real sense of openness, engagement and immediacy. Naturally, scale helped a lot here, this was informal and he probably only received a dozen questions (if that), most on the decision to abstain.

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Twitter and Public Diplomacy: Deputy Assistant Secretary Colleen Graffy (Part II)

Update 05 January 2008: I’ve added several more posts and media mentions on this subject.

After summarizing some of the commentary surrounding Deputy Assistant Secretary Colleen Graffy’s use of Twitter, I have a few points I think are worth adding. First off, I’ll admit a bias in favor of Twitter since I use the service and have come to like the unique interaction and community it can foster (not to mention my bias toward the State Department, where I earn my daily bread).

Nonetheless, I appreciate many of the criticisms levied against Graffy’s use of Twitter, particularly those that critique it’s usefulness as a public diplomacy tool. Indeed, I agree that Twitter’s usefulness – and social media general – is naturally limited by the inherently impersonal nature of the interaction. I really doubt any web-based mechanism will ever fully replicate the fidelity of live, person-to-person interaction. Furthermore, as many have pointed out, the web only reaches a small minority of the world’s population so television, books, radio and on-the-ground interaction will, for a long time to come, constitute the backbone of public diplomacy efforts.

Social media as a multiplier

What many of the commentators seem to be missing however is that Twitter comprised a very small part of her outreach. Just by reading through the tweets from her European trip, it is obvious that she spent much more time utilizing the oldest public diplomacy tool available: face-to-face meetings. Anyone who thinks we can replace person-to-person engagement with social media – and still maintain the relationships public diplomacy depends upon – will be sorely disappointed. It is in support and along-side this in-person engagement that social media is most useful – not in lieu of it.

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Twitter and Public Diplomacy: Deputy Assistant Secretary Colleen Graffy (Part I)

Anyone interested in the intersection of public diplomacy and “web 2.0” has probably heard about the State Department’s Deputy Assistant Secretary Colleen Graffy’s use of Twitter (a popular social networking and micro-blogging service). During a recent trip to Europe, Graffy Twittered her journey through several countries, mixing personal and professional “tweets”. Some of her more personal comments, as well as her general tone, met with criticism by several reporters and commentators.

I have a few points of my own which I will make in a following post, but I thought a summary of the timeline and major critiques might be useful.

Graffy started Twittering in November, focusing mostly on her overseas travel, which included stops all across Europe. She touched on a number of the meetings and events she was attending on her trip, including meetings with school groups, government officials and others. She got an initial boost of attention when DipNote, the State Department’s official public affairs blog, highlighted her trip and Twitter feed.

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Public Diplomacy 2.0: Presentation by Undersecretary for Public Diplomacy James Glassman

Today I attended the presentation “Public Diplomacy 2.0” by the State Department’s Undersecretary for Public Diplomacy James Glassman at the New America Foundation. The presentation and discussion was on using web 2.0 technologies for public diplomacy, with a focus on specific examples, both within the State Department and in the wider world. Audio (MP3) and video of the event are both available.

Glassman focused a good deal on the “war of ideas”, basically idea that the U.S. needs to use public diplomacy (and strategic communications) more to encourage people to choose alternatives to violence instead of trying to make the U.S. more popular. Much as been written on this, so I will keep my notes in this area limited. Nonetheless, it is important to understand that much of the following was presented through this lens.

As I saw it, Glassman had two main points:

  1. Not the technology: Public diplomacy 2.0 is not, and should not be, about the technology. Instead, public diplomacy 2.0 is a (somewhat) new process for communication and, more importantly, engagement. Indeed, Glassman noted that the State Department has long been doing web 2.0 style public diplomacy, just without (or with different) technology. He pointed to cultural exchanges and encouraging foreigners to study in the U.S. as exemplifying “web 2.0” type two-way engagement the U.S. government has long been involved with.

    One of the primary examples Glassman gave of this point was the Columbian movement against FARC which, by utilizing the social networking site Facebook, put millions of people on streets around the world to protest against the rebel group. While he noted that Facebook was important to facilitate the marches, there had to be a preexisting enabling environment.

  2. Web 2.0 gives the U.S. a significant competitive advantage: This new conversational medium gives the United States a significant competitive advantage over our opponents, most specifically Al Qaeda. Glassman’s argument is that the U.S.’s fundamental message (democracy, personal freedom, etc) is more compatible with the web 2.0 world than Al Qaeda’s (war of cultures, global jihad, etc). Ultimately, Glassman argues that, to be successful, Al Qaeda needs to control the message, which is not possible in the web 2.0 marketplace of ideas. To quote directly: “There is a reason Al Qaeda blows up marketplaces”.

    To support this point, Glassman highlighted Al Qaeda’s difficulty with engaging on social networks and video sharing sites since that opens them up to direct criticism which then dilutes their message. In contrast, Glassman mentioned the Democracy Video Challenge, which encourages the public to submit a video on how they view democracy. Importantly, the winning video may not share the Department of State or U.S. government’s perspective on democracy.

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