Recently I’ve blogged about two issues: the trouble with statistics, that approximately 47 percent of people like to make them up and the remaining 53 percent fail to interpret them correctly, (yes, that adds up to 100) and that tablet PCs and e-readers, while no doubt part of the mobile digital mix, are not likely to explode in popularity — at least until they are more completely untethered from Wifi-only Internet access.

Well, at least when it comes to the tablet computer portion of the above paragraph….(here goes) I may have been wrong. That wasn’t too hard.

An article in the technology section of CNN.com yesterday reported that adult tablet ownership roughly doubled during the holiday season jumping from 10 percent in mid December to 19 percent ownership in early January, only a few weeks later, and women were the biggest new converts. The Pew research behind the article attributed the surge to continuing price falls (some tablets are selling for as little as $99) and the aggressive marketing efforts of competitors like the Kindle Fire and Barns and Noble’s Nook as they continue nudging their way into what’s predominantly been an iPad 1 and iPad 2 domain.

What’s more, investment bank Morgan Keegan reduced its estimate of iPad shipments in December from 16 million to 13 million, a drop of 19 percent, while estimating that the Kindle Fire sold between 4 million and 5 million units, according to the article. An industry analyst cutting back on its predicted iPad sales is further evidence that the tablet market might be getting more complex –even if the Wifi umbilical cord hasn’t been fully cut.

While a doubling of anything is relatively easy when you start with low figures, (having $2 in your wallet when you started with $1 is a 100 percent increase) it’s quite possible this article and the Pew research are the first indications that tablet computers are finally coming into their own. Think about it, tablets were “born” right around and just after the momentary Netbook craze from roughly 2007, Kindle’s launch year, and 2010, the iPad 1 début. As “second borns” you’d think they’d be more refined products, flying off shelves. Well, it may have taken some warm up time, but apparently, they’re beginning to do just that.

With that coveted laptop-sized screen, who knows, 2012 could really be the “year of the tablet” never mind the smartphone. As communication professionals, it might be time to start thinking and re-thinking both for ourselves and for our clients ways in which tablet PCs can better disseminate a marketing message or push a product.

We already know they’re great for downloading books, have a knack for beating the statistical odds, and have proven this PR professional mistaken. (At least for the moment)

Now let’s see what else they can do.

Mobile a Must: Pragmatic trumps popular

If 2011 for hotel owners was all about learning from and joining the mobile masses simply because it was the “in” thing to do for our tech-savvy patrons, 2012 is rapidly shaping up to be the year where mobile becomes a must. In other words, the mobile marketing landscape has rapidly matured and the training wheels are coming off. This coming of age can mean only one thing: The time for hotels to launch their mobile presence is now. Not after the post-holidays’ travel slow down, and not in the run-up to Valentines Day or the season’s first spring breakers.

Right now.

From Training Wheels to Two-Wheeler: Mobile Matures

As with other trends in the hotel industry, it is customers who are driving mobile’s niche-to-need changes. Today’s on-the-go traveler expects to be connected wherever they are throughout their trip experience and that connectivity is expanding at a staggering rate. Earlier this year, more than half of all mobile phone sales (56%) were smartphones, and the total number of US smartphone owners jumped to 82.2 million people this summer – that is 35% percent of the 234 million Americans who use mobile devices 13 and up. Think about that statistic for a few moments…

Even a lighthearted (but with serious implications) October 2010 survey by Mashable highlights just how connected consumers have become. When asked what they would give up to keep their mobile phones for a week:

• 70% said they would give up alcohol;
• 63% said goodbye to chocolate;
• And a combined 63% said they would consider doing without their toothbrush, shoes, or computers.

Considering those (rather shocking) expectations, it’s critical that hotels deliver. Hotels, as with other businesses, must go where their customers are going. Why? For one thing, the booking window, once a lengthy time frame where travelers corresponded with travel agents, business travel managers, and the like, has now shrunk considerably. Smartphones can literally book travel itineraries, price hunt, and check-in to a given hotel – assuming it has a sophisticated mobile platform.

But it’s more than just smartphone adoption rates. A recent survey by Greystripe, a mobile marketing company, found that 47% of iPad users who were considered frequent travelers (defined as a person who traveled at least twice a year) booked hotels via their mobile device, and were the most common mobile platform to do so, beating out both iPhone users and Android phones, the study found. So when I talk about the mobile channel, I am talking about tablets too.

And not to be outdone, TripAdvisor, a travel website and now travel app provider, announced in November a collection of 20 free Mobile City Guide apps (for 20 cities) that, in addition to point-by-point directions and general tourist information, includes hotel reviews. Some of the most downloaded cities include: Beijing, Chicago, San Francisco, Boston, and New York. If potential customers are relying on the these mobile apps to determine their booking choice, (even if they’re not booking through the app directly) it’s important hoteliers and their staffs get on board too, monitoring reviewer activity and having a system in place that incentivizes its customers to use said apps and write positive reviews, assuming they’ve had a superior experience.

Facebook, too, both in its mobile and desktop iterations, is becoming a vital space for digital commentary on travelers’ hotel experiences, which ultimately drive bookings and revenue. Some 30% of travelers who booked their hotel online said they would use the social networking site (as well as Twitter and LinkedIn) to comment on their hotel and trip. The study, by Milestone, a hotel marketing company, also showed that each social message posted by a guest drove five to six unique visitors to a hotel website.

Whether it’s apps, mobile websites, social media, or even the implementation of mobile phone-based digital room keys, (Open Ways, a mobile-based access management and security company, announced its launching of “Mobile Key 4 All,” a software and hardware solution) where hotel guests simply point or swipe their phone through a type of digital reader, all three outlets fall into the mobile sphere.

Driving home the point, Ian Carrington, Google’s mobile advertising and sales director, made his opinions on the mobile revolution clear: “Mobile isn’t ‘the next big thing’ – it is already very much upon us,” he said. Or, staying closer to the hotel industry, consider what Tom O’Rourke, founder and CEO of O’Rourke Hospitality Marketing, had to say: “[Apps are] an opportunity through a mobile channel to connect with a guest before, during, and after his stay.” Enough said.

Airborne Perspective: What we can learn

Considering the close ties that the hotel and airline industries share, (one relies on a large share of their customers from the other for business) it’s incumbent on hoteliers to take a page from the recent past and consider their future.

It’s hard to over state the impact mobile communications has had on airlines, especially as it relates to ancillary revenues. Ancillary revenues, or ways in which airlines unbundle specific services and monetize and customize the traveler experience, has largely emerged in concert with the mobile platform. Today more than 2,000 aircraft crossing the world’s oceans and continents are Wi-Fi enabled. Innovations like this have helped airlines offset rising fuel costs and generally prosper in a still-challenging economic climate. Unlike the hotel industry, which has been slow to adopt mobile, most airlines have already established the basics: allowing for mobile check-in, 2D bar code boarding passes, and many have mobile booking capability. Going forward, industry analysts predict additional mobile services like being able to select premium seating, club access, or the pre-purchasing of meals. Further down the road, (or runway), airlines will consider adding location based services, which provide travelers with location sensitive advertisements and promotions, as well as monitoring social media for commentary on the entire travel experience. Finally, the burgeoning field of NFC, or Near Field Communications, is also seen as a significant game changer going forward, allowing travelers to simply swipe their NFC-enabled mobile devices and perform a host of activities like check-in, pay for goods, (mobile wallet), and even exchange vital travel information, like last-minute itinerary changes, with other travelers, family or friends. Imagine having that type of capability at the check-in desk?

The Mobile Concierge: Booking (and banking on) future success

Boarding passes aside, nearly every mobile avenue airlines are pursuing has relevancy for the hotel industry too. In a competitive marketplace where OTAs (online travel agencies) are vying for an increasing piece of the booking revenue pie, mobile can be a way for hoteliers to once again directly connect with their loyal, returning customers, and attract new ones as well. For all the industry’s booking efforts, (OTAs included) global occupancy rates remain at roughly 60 percent. In other words, there’s plenty more the industry can and should do to attract more guests. Mobile booking, mobile check-in and check-out, cardless key systems, even mobile hotel restaurant reservations, gift shop rewards points, and in-room food and media selections, are exactly the types of services travelers are beginning to expect. If many similar services are already being offered by airlines for travelers in transit, why should these mobile amenities end when they get off the plane?

They shouldn’t.

From work, to travel, to recreation, mobile and smart mobile devices are remaking every facet of our collective lives. And in so doing, the technology is reshaping the way in which hoteliers must interact with and connect with their customers. Before long, hotels that fail to adopt these changes will look like antiques and will be losing revenue and guests. There’s no need to discard the leather-bound guest book just yet. Just remember the rapidly maturing mobile landscape is where the majority of today’s travelers are looking to sign in next.

In every touch point of travel lifecycle, from booking to check-in and home again, mobile has become a must.

The following article by Vanessa Horwell, Chief Visibility Officer of TravelInkd’, originally appeared on Hotel Executive on 1/18/12. 

With this definition in mind, tech journalist Bill Robinson, a friend and colleague of mine, in his recent Huffington Post column, raised alarm over what he calls the new “digital divide.” No longer is the digital divide over the technological haves and have nots – those who have computers and Internet access versus those who don’t – but rather between those who have become outright addicted to our anywhere and everywhere gadget-gorged world and in so doing, are dividing themselves from the shrinking percentage of those who are living slightly off the digital grid, achieving that increasingly lost something we used to call: balance.

While some might say Bill is off his digital rocker, a real-life “Mike Mulligan and His Steam Shovel,” (Google that, if you don’t know what I’m referencing) I do not. Besides, anyone who was a true technophobe in keeping with the spirit of the definition that framed this piece, would not be posting their thoughts on the Huffington Post.

That said, Bill’s concerns that just maybe we’re all a little too linked, synched and wired is more than a just his conclusion. To buttress his argument, Robinson sites a recent survey by Morgan Stanley that found that 91 percent of Americans have their cell phones within reach at every moment of the day. Just to clarify, that means every 86,400 seconds that make up a 24-hour day. (And yes, I used a Blackberry app to calculate that) The study also found that our collective time spent with our glowing gadgets is outpacing the time we spend asleep.

What a sad bunch of folks we are.

Bill isn’t a technophobe any more than I am. We’re both realists. As a public relations professional and journalist, we interface with the latest and greatest technology on a daily basis. Not only that, but very often communications technology, increasingly in the form of mobile and smartphone adoption, is at the core of what we do.

Navigating this new digital divide successfully doesn’t require an online search engine. All it requires is a dose of common sense, and the recognition that being a hopeless technophile – the opposite of the definition that opened this piece, is just as detrimental as the technophobic response.

To be sure, changing habits takes time and marketers from every corner continue to promote technology’s hyperactive presence. But tonight, when you’re finished reading this post off what will still likely be your Blackberry, Android, iOS device or laptop, remember to power down, turn off, or put your gadgets to sleep and join the remaining 9 percent of Americans that presumably do not have their mobile phone in constant reach. I have a sneaking suspicion that doing so will not only recharge their batteries, but it’ll recharge yours as well.

Sweet dreams.

Nor is it a good way to use statistics.

The above words, attributed to US Supreme Court Associate Justice, Louis Brandeis, underscore the age-old trouble with this black sheep cousin of fully respected mathematics; a discipline we call statistics. For as much as statistics attempt to illuminate an issue, address a concern, highlight a trend, or flesh out a public opinion, statistics are as ambiguous as they are helpful. As a public relations professional, I estimate that 40% of my workweek (sorry, I couldn’t resist) is spent awash in statistics, some good, some bad, and many that leave me wondering “huh?!”

A new study by marketing company, Ifbyphone, has me doing just that. In its 2011 State of Marketing Measuring Report, the company found that while 82% of marketing executive managers expect all marketing channels, (print, TV, radio, mobile, online, email) to have a measurable return on investment, (ROI) only a paltry 29% of respondents said they understood how to measure and achieve that aim across all channels, with offline platforms being the most difficult to measure.

So does that mean the other 71% who admit to not having a clue deserves to go back to statistics 101?

Not necessarily.

For as earthshaking as pronouncements such as these sound, when you dig a little deeper, the gap really isn’t that surprising after all. Besides, don’t most effective bosses set the bar high and on occasion, leave their staffers scrambling to rise to the challenge at hand? It’s also not surprising since measuring ROI has long been marketers Holy Grail. How exactly does one measure word-of-mouth? Where is the hard money guarantee that a multichannel public relations campaign was any more successful than performing a mass emailing or any other type of initiative for that matter? In economics that’s called opportunity cost.

But in marketing, opportunity cost is a lot harder to measure.

The good news is that with the exception of social media – the online world’s digital word-of-mouth – 59% of respondent said offline media was the hardest metric to track. Why is that the good news you ask? Because as we begin 2012, Internet and mobile web marketing continues to gobble up a greater percentage of the marketing mix. Not in a cannibalistic manner, but in a complimentary one to traditional channels. Feature and mobile smartphones, with a combined penetration rate of 95%, (if you believe that statistic) offer some of the best marketing metric tracking ability including click and redemption rates, surveys, opt-in, and others. Already, it is estimated that US companies spend 30% of their marketing budgets online.

So while I wouldn’t dismiss a report like this and cry statistical BS, I’d be sure to keep an open mind whenever the topic of statistics comes up.

Or, to personalize it some more think about it like this:

I could tell you that statistically speaking; I recently placed my 2.59 children on board a plane back to England following the holiday break. I could tell you that because that’s the average size of an American family.

I could tell you that. But when it comes to my family I’d be telling a nearly six-tenths lie.

Go figure. (Pun intended)

But here’s one thing to chew on – compulsive eating aside. Whatever the annual event lacks in nomenclature flavour it has made up for in word-of-mouth buzz. The approaching annual winter gala from January 10-13, held at the Las Vegas Convention Center, has grown from a meager 17,500 attendees to become a temple of consumer electronic and digital gadgets, beckoning all to come ooh and ahh at the tech world’s latest and greatest. Ever wonder what the Blu-ray Disc, the 1975 Pong home version by Atari, and 3DTV have in common for instance? All groundbreaking technologies were introduced to the public at this must-attend gathering.

Increasingly, though, the event, which already attracted nearly 130,000 in 2011, (and is forecasting 150,000 this year) is casting an even wider audience net now. This is exactly why communication professionals – even ones who don’t feel their clients exactly fit the technological bill – should be lining up to attend in what ever way they can, be it in-person visually or virtually via Facetime, Skype, Twitter, and whatever else they’ve got.

The widening net is a natural response to the changing nature of the gadgets themselves. For much of the 1980s, 1990s, and early 2000s, computer and video game talk dominated the CES. This was especially the case in 2005 when Microsoft founder, Bill Gates, as a keynote speaker, inadvertently caused an infamous PC staple – the “blue screen of death” when unveiling the new Windows Media Center. Today’s smart devices, razor-thin TVs and other must-have gizmos demonstrate a waning of this trend while highlighting another: the continued blurring of technological lines and smartening up of devices as new products literally talk to one another and whose functions become embedded with each other. Some like to call this the “digital loop.” Dell has been a CES no-show for four years already, and Apple backed out before that, choosing instead to launch its own New Year product extravaganza later in the month and Microsoft says it will be powering down its floor room both in 2013.

Fitting this change, this year’s keynote speaker is Dr. Dieter Zetsche, the Chairman of Daimler AG and Head of Mercedes-Benz. What does an automaker have to do with electronics and gadgets other than what’s under the hood, you ask? Everything – if consumers expect to be able to seamlessly link their smartphones, their hands free blue tooth receivers, their digital address books, their daily schedules, their music and whatever else is churned out next to onboard computer technology. Whether it’s cars or cameras, and anything that doesn’t start with a ‘c’ in between, any communication devices that help our clients get out their message is something that as public relations professionals we should be vigilant in investigating and learning more about.

There’s been much written about technological reluctance from companies, especially as it relates to the power and reach of social media. Attending and learning about the latest toys that integrate function and communication are a great way to get a start on the new year – as clients continue fleshing out their in-house and out-sourced 2012 marketing and promotional strategies.

But like any successful trade show – even ones that are as device dependent as the CES – the quality of the several-day event is equally rooted in the power of human connection. Like Jeff Levick, Chief Advertising Officer of Spotify, a UK-based streaming music service, said in a recent Ad Age article, “You could spend six months meeting all your clients and customers, or you can do it in six days.” So for all the talk of world-changing and client-pleasing ad-ons, or accelerometer-less fitness-tracking digital watches, simply attending the Vegas show should be numero uno on your New Years resolutions list, particularly if you’ve been meaning to attend.

So maybe the Consumer Electronics Show is a dated event title. But there’s no denying that the mass meeting of tech and marketing minds alike will create a heck of a lot of Cool Entertaining Synergy. That’s what’s really behind the CES after all.

It’s been several weeks since I posted anything, which is rather shameful for a blog.  My reasons?  An insane end-of-year rush to complete client deadlines, several new accounts and the inability to spend any time devoted to feeding my brain or thinking (which almost always leads to my being more productive). Isn’t it ironic that being “busier” actually moved me backwards by the year’s end?

So after two weeks of being immersed in reading and, well, doing nothing, I’m ready to tackle a year that will be filled with less rush and panic-driven deadlines and instead filled with more time to reflect, think, and strategize – which is really what my clients’ are looking to me for. And, most importantly, enjoy life.

This resolution is not unique to me, however.  The author Pico Iyer wrote a brilliant piece in the New York times last week – “The Joy of Quiet” – lamenting about the loss of quiet and quiet time.

“We have more and more ways to communicate, as, but less and less to say. Partly because we’re so busy communicating. And we’re rushing to meet so many deadlines that we hardly register that what we need most are lifelines.  So what to do? The central paradox of the machines that have made our lives so much brighter, quicker, longer and healthier is that they cannot teach us how to make the best use of them; the information revolution came without an instruction manual. All the data in the world cannot teach us how to sift through data; images don’t show us how to process images. The only way to do justice to our onscreen lives is by summoning exactly the emotional and moral clarity that can’t be found on any screen.”

Iyer was writing about all of us, wasn’t he?

But enough about me. I’ll be back tomorrow with a post on next week’s CES conference in Las Vegas – and why marketers and agencies should be going.

In the meantime, if you haven’t read the The Joy of Quiet I strongly urge you to.

Well, at least for Lowes, the above slogan parked in bold blue all caps on the top left corner of the home improvement giant’s webpage, it’s an appropriate start.

The question is how will the company’s recent public relations snafu ultimately pan out as their corporate brass has plenty to improve on now. (And we’re not talking basic roof repair) Earlier this week, the shopping behemoth that only days ago was about as far removed from politics as one of its featured bathroom redesigns, has landed itself in quite the brouhaha.

In yielding to mounting pressure from a variety of sources, including our very own Florida Family Association, (more on that later) the company pulled an ad it was running on commercial breaks for The Learning Channel’s All-American Muslim, a new reality TV show that purportedly shows real Muslims going about their daily lives – you know exactly like the rest of us. I don’t know about you, but the very fact that we need a program such as this to allay our tired and torturous fears of the proverbial “other” – in today’s day and age is frightening. But I digress.

As we enter the peak shopping days and weeks of the increasingly secular holiday season, you can bet this communications bombshell was not what Lowes was expecting. Already Google is working its magic. Google “Lowes” and the fallout from the pullout is the fourth hit. And with the decision making front pages news on CNN.com on Tuesday and Connecticut congressman Chris Murphy addressing the matter on the House floor, calling Lowes’s decision a rubber stamp on “basic foundational bigotry against a major American religious group,” you can bet their troubles are only beginning.

From a public relations perspective, this is the kind of textbook nightmare we dread: an apolitical company becoming unintentionally embroiled in a very politicizing and polarizing mess. So all this begs the question, where did Lowes go wrong?

Lowes went wrong by not following the advice I wrote about in my recent Blagojevich blunder post. Louder voices aren’t more credible voices. And while the company continues to say that its ad pulling had nothing to do specifically with the Florida Family Association, a nonprofit whose web “About Us” description says the group aims to, “educate people on what they can do to defend, protect and promote traditional, biblical values,” it seems VERY likely that it was at least a contributing factor to a collection of below-the-radar narrow-minded people and groups.

Shame on Lowes for pandering toward groups that mask McCarthy-style witch-hunting in the guise of religious enlightenment –whether they’re a 501C3 or not.

There’s comes a point in any communications campaign where all the writers, all the support staff, all the leaflet designers, and press release pitchers, must step aside and let the company speak for itself – without the buffer PR teams necessarily provide. While Lowes has been diligently responding via Tweet and in the press, perhaps a more transparent apology would be in order –without our help. Until now Lowes CEO Robert Niblock, 48, has been mum on the controversy.

As Lowes closes out 2011 and opens 2012 searching for repair and replacement parts in its “corporate improvement” aisle, we can all rest comfortably knowing that the modern social media landscape and blogosphere won’t let red meat like this out from under its digital jaw grip easily. And if there’s a communications upside to any of this, All-American Muslim, which has enjoyed modest success with 908,000 to 1.7 million viewers since its November 13 launch, stands to gain at least something of a ratings bump following the buzz.

Then again, the show’s producers probably wished Lowes would never have gotten involved in the first place and “never stopped improving” their advertising campaigns somewhere else.

Shhhhhh. Listen. Can you hear them?

It’s the sound of millions of consumers, leisure travelers, hotel guests and on-business patrons alike, across all demographics, adding to the mobile phone bandwidth super highway by jumping on the mobile phone bandwagon.

Roughly a quarter century into mobile phones’ mainstream release, the technology – and its uses – has sure come a far piece.  Mobile phones and their increasingly “intelligent” smartphone cousins have morphed into the ultimate digital Swiss Army Knife -marrying the best of computer-based processing power with the ease, simplicity and functionality of a 5-ounce pocket-sized device. Not bad, huh?

For hotel managers looking to capitalize on these rapid and profound changes there are only two words: Game on.

Without doubt, the mobile phone has become ubiquitous: 77% of the world’s population (5.3 billion people) owns at least a basic mobile phone, capable of receiving SMS messages. Not to be outdone, though, the smartphone is playing some Major League catch-up ball, making up anywhere from 17% to as much as 63% of the global marketplace in some regions. Today the average global smartphone penetration rate hovers at around 27%, but is growing rapidly.

Increasingly mobile phone users see their devices as “always on” extensions of their everyday lives. From so-called “couch commerce,” to mobile couponing, to booking airline flights while sitting at a traffic light (hands free of course), the mobile phone and the opportunities presented by the channel are just too great for hoteliers to ignore.

With this background picture in your mind right now, it’s surprising, then, that the hospitality industry, specifically hotels, has been relatively slow at embracing the mobile platform. While the challenges to embrace mobile are real, ranging from hiring the necessary tech-savvy staff, to ensuring data security, guarding against errors, and incorporating an ability for users to book their stays on the go, and even choosing which mobile operating system to embrace, none of these obstacles  should relegate hotels to the mobile sidelines.  Surveys indicating a strong desire for hotels to adopt mobile (92%) don’t seem to be enough, however.

In many cases, actions can speak louder than words, so let’s see some action in the mobile game please hotels!  That said, “action” without a game plan or playbook is equally foolish. For hotels, going mobile isn’t simply a catch-all phrase or something that screams, “hey, we have an app too.” It’s about knowing your customers’ wants, desires, and mobile habits: today’s hotel booker is no longer tied to the home or office computer – but is mobilized with mobile in hand, capable of searching, comparing and booking from anywhere, at anytime.

So here are my five recommendations for hotel managers to consider when launching their mobile programs:

#5 KNOW THE DIFFERENCE between web surfers and web hunters. Here’s the deal: laptop and desktop Internet users tend to “surf” the web, casually scanning data, comparing prices, and toggling between multiple sites. In other words, they take their time. Mobile customers lack this luxury. Instead, due in part to a smaller screen size and limited ability to multitask, (or multitask as effortlessly) mobile users are said to be “hunters,” carefully picking and choosing exactly what they want from the website’s they’ve visited or the app they’ve accessed. For hotel managers that means designing a mobile website that contains less superfluous data. Leave the “About Us” section for the web and instead have engaging, lively pictures and video of your hotel and current guests (with their permission). Consider thumbnails, though, and don’t overwhelm a mobile users viewing space. Interactive maps, too, help zero-in on what your hotel is trying to promote in terms of neighborhood and curbside appeal – all of which a mobile user would like to know.

#4 DUE TO MOBILE USERS’ hunting nature, they tend to book their trips in an even narrower window than their laptop or desktop counterparts – a tech sector that has also seen a closing of the booking widow. Earlier this fall, for instance, when New York, New Jersey, and Connecticut were hit with an intense power line-collapsing snowstorm, mobile bookings for hotel stays onPriceline.com jumped 270%. Although mobile booking on hotel sites directly remains a small part of the marketplace, there’s every indication that if hotels build it, customers will come.

#3 APPS ARE NOT ALL THAT. Rely on what works: Here’s the caveat to the above. Mobile bookers, regardless of whether they use a meta-search engine or an online travel agency, (OTA) want simplicity. It may not be necessary to have both a mobile-formatted website and an app. Choose which one works best. The time, money, and effort that goes into designing an app could, perhaps, be spent better elsewhere. With more than 500,000 apps in the iTunes App Store alone, it’s incredibly easy for a hotel app – even a great one – to become buried in the digital noise.

#2 MOBILE GUESTS WANT TO TALK… about you: Mobile users increasingly expect and demand an ability to post their thoughts and opinions (good or bad) about their travel stay and booking experience. This is already being done through aggregator and OTA sites, as well as through Facebook and Twitter. Why not shift that buzz back to your hotels’ mobile site?

#1 USE MOBILE TO WELCOME YOUR GUEST - long before they step foot in your lobby: Mobile patrons are often tech-savvy, out-of-the-box thinkers. Hoteliers can use this to their advantage, as customers are increasingly receptive to purchasing in-hotel amenities like movies and room service, or securing hotel conference space, gym and spa time – all while on the go.

Considering that smartphone penetration rates are likely to increase, it’s fair to say -as many already have – that a critical mass of public interest and user engagement is being reached. Whether or not 2012 is the year that crosses that threshold is anyone’s guess.

But like the airline and retail industries before them, the hotel industry, armed with the above knowledge, needs to fully embrace the mobile channel and all its capabilities while understanding the unique characteristics of their users, their potential guests. Is your hotel in the mobile game yet, or still sitting out on the sidelines?

The following article by Vanessa Horwell, Chief Visibility Offirce of ThinkInk, originally appeared on eHotelier on 12/14/11. 

Maybe he thought his retro mop-top/’80s-poof hairdo would equal the success of the mop-top-clad likes of John, Paul, Ringo and George? Well, it didn’t.

Then again, when it came to Rod Blagojevich, the eccentric former Illinois governor, who was sentenced to 14 years in prison last week for crimes related to his attempt to profit from then-president-elect Barack Obama’s vacated Senate seat, his voice – and the less-than-truthful words he was known for spouting – was really what was on his mind. Never mind his head.

Despite some of the most theatrical grandstanding and public performance antics from any politician since the likes of Ronald Regan proclaiming his televised innocence (or ignorance) to the weapons-for-hostages Iran-Contra scandal, an uncharacteristically muted Blagojevich accepted the 14-year fate handed down to him by U.S. District Court Judge James Zagel.

“The harm here is not measured in the value of money or property. The harm is the erosion of public trust,” said Zagel.

Sometimes, even in our 24-hour, talking-heads news cycle, no matter how loudly you say something, fact trumps fiction and public trust is preserved. (Score one for us.)

It’s a lesson Mr. Blagojevich will have some 5,110 days to ponder in prison. For public relations companies and communication experts, trust is the currency we necessarily deal in – both for our clients and through what prism the non-PR-world views our work. And it’s a lesson refresher we can work on right now.

Perhaps the greatest lie propagated about our profession is the myth that we’re all in the business of outright Blago-style distortion. (Minus the federal wiretaps and profanity.) Pardon the pun, but nothing could be farther from the truth. Where in the PR rulebook does it say it is okay to lie? Nowhere. Are there times when the industry, by design of its client-driven nature, requires positive spin? Of course. But I’d like to think that that relationship has an inherent self-correcting nature to it. There are far too many examples of companies whose in-house and out-sourced communications teams alike throw too great a curve ball on the proverbial spin.

The result? A failed company; a failed politician; a failed business leader, and a failed PR message.

Imagine if a modern cigarette company tried to promote the safety of its products as it once did decades ago? Talk about blowing smoke.

To be sure, not all lies—like claiming one’s innocence when trying to blatantly sell a senate seat – are Blagojevich big. Some, as posted by a recent socialmediatoday article, are almost funny and a little disturbing. Here’s a snapshot of some winners:

• Ford Motor Co.’s admission that some of its gas gauges read full when they actually weren’t. The logic? With soaring gas prices, it was felt that the faulty fuel readout would inspire positive thinking.
• Famed New York City restaurant Tavern on the Green chef claimed to be serving gluten-free pasta. Their logic? What’s a few allergic reactions versus the savings?
• A report that Office Depot sales people upsell their customers, duping them to spend more, telling them those certain items aren’t in stock, when in fact they are.

As communication professionals, it’s our job to ensure the message our client puts forth is credible — and that’s not always exactly what they want to hear.

To do anything less, however, would violate the trust we have with our clients. Maybe it’s not the same level of public trust Judge Zagel was speaking of, but breaking it comes with its own sentence, too.

The following article by Vanessa Horwell, Chief Visibility Offirce of ThinkInk, originally appeared on Marketing Daily on 12/13/11. 

That’s pretty much the simple genius behind a new marketing gimmick in the form of an app being launched today by Amazon, the online shopping goliath, and growing threat to brick and mortar stores everywhere.

Starting today, smartphone users will be able to use the company’s free Price Check app (available on iOS and Android platforms) to scan the bar code of items in stores, take their mug shots, and report their price comparison findings back to Big Bro….I mean Amazon. But here’s the best part. Even if customers walk – or click – away with nothing, Amazon will still give its faithful participants $5 or 5 percent of the value off up to three Amazon purchases.

Now, I don’t want to oversell this, but I have to say, I think this is a really great idea. There’s been growing buzz this year in marketing and consumer circles alike that mobile technology is finally coming into its own, maturing from being a cool toy to an everyday necessity. Tech blogs and mainstream media outlets salivate over the inching upward smartphone penetration rates, which stands as high as 63 percent in some US demographics and is approaching 30 percent as a global average. But dry statistics only tell part of the story. Anecdotes like Amazon’s promotional plan really underscore the rapid changes reshaping the mobile landscape.

Think of it like digital democratization. Consumers are being empowered to essentially do the marketing hard work that’s at the core of any successful company: finding out what your competition is offering and what they’re selling it for. Amazon’s approach turns this effort into an almost scavenger hunt or game. The dollar award amount is trivial, yet I’d suspect that at the height of holiday season shopping, it’s high enough to get shoppers to notice, and seek to save a few bucks on items they were already likely to buy for themselves or others on their wish lists. It’s also a very good way to till the digital soil for future, more expansive campaigns, or ones that rely on detailed message marketing tailored to specific shoppers and their typical buying habits.

Of course, all good things must come to an end, and Amazon’s Price Check App $5 promotion will be over almost as soon as it begins, ending shortly before midnight. I’m sure everyone from Mom and Pop stores to the Big Boxes and everything in between will cry foul over Amazon’s Invasion of the Body Snatchers-like consumer takeover. But as a communications professional, and one who tries to keep her fingers on the digital pulse of the people, I can’t help but sing Amazon’s praise for an amazingly simple idea, made possible through some amazingly cool technology.

Happy hunting! The clock is ticking.