Transcript
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Have you ever worked your tail off on a project only to have it completely nullified within a few hours?
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And it was all due to a stupid ukulele?
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Alright, just me.
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Welcome to the Indestructible PR Podcast, where you use current events and test-in-media in PR strategies to help prevent or manage a crisis and build an indestructible reputation.
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The ukulele was being played by someone who was in the middle of a public relations crisis.
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The opus I wrote was all about the fact that YouTube creator Colleen Ballinger, the performer known as Miranda Sings, was not singing in a PR response.
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She was in the middle of a PR crisis and there was silence.
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I spent a long time writing a script about why I thought that mistake was a bad mistake and how could she possibly do anything worse.
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Well, she did She got a ukulele.
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With the rise of social media, anyone can become a celebrity overnight.
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However, with fame comes increased scrutiny and internet celebrities, and anyone really is not immune to accusations of bad or inappropriate behavior.
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In recent years, there's been a lot of people who've been accused of a lot of things People who are known online, people who are YouTube creators, TikTok creators.
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Of course, we have celebrities, we have people in the news and we have regular people, just private citizens.
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Their actions end up somewhere online and then, sure enough, they end up in a news story.
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So in this episode I'm going to discuss a recent case.
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It's a case study about Colleen Ballinger and her PR crisis that she is dealing with now.
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If you have the time, this is a recording of a live stream that I did last week on YouTube Because I was without a podcast.
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It was already recorded, it was done, it was produced It was great, by the way But it was nullified because part of the podcast was all about the fact that she didn't do a response to her PR crisis.
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This crisis is about allegations against her for grooming, And when you hear the word grooming, many people think of sexual grooming.
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They think of sexual inappropriate behavior, But grooming, by definition, is like a predatory term that can be used for a number of different reasons, But it's one that has painted Colleen Ballinger into a corner.
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So in this episode I want you just to drop in on a live stream that I did last week.
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It was a little over an hour And I'm talking about what she went through, what the allegations are, the press stories about it and then this new ukulele response that I have never seen before.
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It's a new type of PR crisis protest song where she's going to deny everything that happened, and she's going to do that with a ukulele.
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Take a listen Now.
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Colleen Ballinger for those of you that don't know, she has a successful blog account, So she has two brands.
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Really, there is the Miranda Sings but there is Colleen Ballinger.
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But most know her from her sketch character that debuted in 2008, which I was surprised to hear.
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It went that far back.
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You've seen all the photos the almost vaudevillian lipstick around her lips.
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This look back.
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Dark hair, the exaggerated caricatures, the singing you know all of this.
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The off key.
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She's rude, She's entitled, but she can sing.
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It's cringy, internet humor, millennial humor.
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It's also someone who started out on YouTube and I think a lot of people assumed I know I assumed that she was just a YouTuber who just kept at it, kept out and became famous.
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But that's not the case And this is important with her that Colleen Ballinger should be framed what she is.
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She's a trained performer.
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She's not just some random person that decided to hop on YouTube.
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She trained for it in college.
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She majored in vocal performance in college, So then she fell into the social media YouTube ecosystem.
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Megan Conley.
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Yes, I love that.
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Every PR crisis is a social media crisis.
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You can stamp that, you can tattoo it everywhere.
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That will not change for a long, long time.
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James did a deep dive this morning.
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It's really unsettling That is a good word for it, because it is unsettling because of what the headlines are For the people who weren't familiar with her, like when I first Googled, I saw Colleen Ballinger grooming.
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That's third rail.
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If you ever heard me talk about third rail PR crises, that's third rail.
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It's when you touch it and you get that jolt.
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And it's really, really difficult to recover from third rail PR crises without a very well-structured, well-written, well-intentioned response.
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Did we get that?
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We'll discuss that.
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So at the height of her popularity in 2016,.
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So Miranda Sings was one of the faces of YouTube, stardom her audience.
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This also matters When they're younger and when we're talking about millions of subscribers, when younger people latch onto a brand and they get excited.
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Right, These are younger people.
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We're coming, we're pre-pandemic, we're pandemic.
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Our kids aren't in school anymore and they're just watching people and they're becoming closer and closer and closer to these personalities, But they're still in that parasocial stage.
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So now, with someone like Ballinger.
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She's a performer, So she's thinking about how she needs to leverage what her talent is.
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She used to work at Disneyland.
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She used to be a part of Disney's Playhouse, which was a throwback to me when I had kids and I would plop them in front of Disney Playhouse.
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She was high school musical three in Disneyland.
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She trained kids on piano.
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She is a performer, which also means she's a paid performer, which also means she's a professional, And that's where this crisis kind of deviated for me a little.
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I thought we were just dealing with a YouTuber, with someone who just got famous overnight and they really weren't equipped to handle what was happening to them.
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Colleen is a paid performer.
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She's still young, I mean, she's still learning, but that makes a big difference.
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Okay, All right.
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So now as she's starting to collaborate and she's starting to get bigger, I talk about, like this media ecosystem.
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It sounds, yeah, So I know people are starting to explain to people like what's going on.
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Yeah, So, as it sounds, you know how she started.
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She was always thinking like a business person and a brand.
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I mean, this isn't fluke, That's what I'm getting at And there's a framing here that is leading to this place where people who are paid performers, who are professionals, are in a different lane somewhat when it comes to the response and what reasonable people believe about them.
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So as she moves forward and she's in the social media realm, social media she's not quite like.
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There's this bar, there's this waterline that I have when it comes to media.
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There's digital media, there's social media, there's digital media news.
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This is usually consumed by digital natives, a lot of digital natives, And then you have people you know, like me, who kind of dip in there And then the line is like legacy media.
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So your, your national newspapers broadcast news, so Washington Post, Wall Street Journal, New York Times, New York Post, when you get into that mainstream press, television broadcasts, and we have this line.
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Everything that was happening with her was kind of under the line.
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Okay, So everybody's kind of talking about her under here, but then she kind of pops up like she did a little Broadway.
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She's a little waitress interviewed by Stephen Colbert, you know.
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So she makes these pops and like a Stephen Colbert.
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They might be doing that because they want to appeal to younger people, So that's why that she's, you know she's, she's pulling up there, but she's still a brand that is kind of in that social media realm.
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Now, why this matters is I with with my clients and in my work I do an assessment to figure out okay, what's the landscape?
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Are we dealing with a media ecosystem that's mainstream or are we still pretty social?
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So in the just recently, I was dealing with a client who's dealing with a crisis that spilled over into TikTok land and as we were monitoring and watching it and watching it, what I wanted to do is their PR person like I just want to keep it with the digital, want to keep it just social media digital.
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People can complain online.
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That's fine, But we don't want reporters to come in and nab it and bring it and make it bigger.
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So that's what we're always watching.
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Yes, She had a Netflix show as well.
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Okay, So now let's move forward into all of this.
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Do people tend to come up and thank you for explaining who she is in the chat?
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I appreciate that you're all doing that, As she's moving up and becoming more popular and she's starting to build her brand.
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when you have brands like that, you make money.
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You make some serious, serious money.
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Money is going to be a factor as well.
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That's going to come into our ukulele response All right.
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When people start to rise, they like to bring people with them.
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Second bananas work when you bring family around.
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Jimmy Kimmel brings his family in there.
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Howard Stern has Rod and Quivers.
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Conan O'Brien had Andy Richter.
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You think about all of the little second bananas out there.
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Also, in YouTube land right now we have a lot of people that just have Joe Rogan, for instance.
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It's not just Joe Rogan, He has his team of people.
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That's like a format choice that people make.
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Colleen chose to do the exact same thing.
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She brought in her team, So she had her best friend Corey, She had her ex-husband Joshua, She had her brother Trent Ballinger in there.
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So it's people who you can bounce off of and you can banter off of.
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But when your team is in the private space and all of a sudden they're public, the guardrails are a little different.
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Okay, because they're not professional performers, They're not pros, They're just people who are online.
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So now sometimes you wonder like, what are the judgment calls?
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Yes, HuffPost enters the chat.
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Yes, dandelion, official, it did So.
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Now, when you have other people coming in and they are not paid performers, what you're getting now is a different sense of the landscape.
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You're getting a different sense of what she's operating in.
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Colleen is operating in a space where she's the professional performer, but she's also with people who are not.
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She's surrounding herself with that.
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She's also swimming through a sea of followers and chats and live streams and all these parasocial relationships of people worshiping her and telling her that she's amazing.
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So what does that do psychologically for someone?
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The moment where you get big is a very important moment, because it and actually you know who said something like this was Emily Rose.
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I've had Emily on my podcast and I saw something that she posted on Instagram yesterday and she had said the moment that a person hits their fame, that's when you kind of permanently seal in your maturity level, which I thought was quite remarkable.
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When I heard that, I thought, oh, that makes sense.
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So you kind of operate in this bubble And so your judgment is no longer dictated by common sense anymore.
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It's dictated by the people you're surrounding yourself with.
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So all of your fans who love her are you saying in her sister too, in her sister law Okay, thank you for sharing that And all of her fans.
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So what happens is your radar starts to move, your moral code starts to move, things start to shift and you kind of lose sight of the horizon if I could throw every metaphor in there And people start to make poor judgment calls when they are in a public space.
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Add to that a live environment, people interacting, and sometimes people do things off the cuff.
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It's unprepared.
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So this is the type of environment that creates an environment where you can be exposed and where you can make mistakes, And then people will latch on to those mistakes and then do something with it.
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Now, with Miranda, we have the cracks are starting to form And, as many of you are talking about in the chat here and you're explaining and thank you so much for telling people what they're doing we're starting to see the behavior points here.
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It says if Colleen and my research and looking and watching and following what other people are saying as well is these questionable interactions start to come up.
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As Jodi's pointing out, it's one person does one thing and there's a reaction in an audience, or one person does another thing and there's a reaction online and everybody loves it.
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And we keep pushing and pushing and pushing and the behavior becomes riskier and riskier and riskier.
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What's happening there's even psychologically.
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You're getting these dopamine hits.
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As they happen, You almost get addicted to the charge And when behavior like this goes unchecked, it continues because there's a reward system.
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Someone on YouTube is going to make more money.
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They're going to get more likes, more followers, more share, more interactions, more popularity, more money.
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I do think what Colleen was trying to do, though I don't know this, but by looking at her business choices, she wanted to be mainstream, She wanted to be marketed.
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When you have a Netflix show, you're mainstream.
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So when we start pushing them, then we get sponsorship.
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Next thing, you know, she could get another streaming show.
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She could be on a broadcast network, whatever it is.
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She's going to movie full feature, whatever it is.
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There's aspirations there, But when aspirations mix with poor judgment, mix with no adults in the room, you have a perfect place where you can get into, where you can get into trouble.
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Okay, So now let's get into the crisis.
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So thank you for bearing with me and thank you for everyone in the chat.
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Dandelion fish on my dear, thank you so much for helping people out here.
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It's like you're working as my producer, like telling people and all the other people who are explaining it.
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So thank you.
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So all right.
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So this is good.
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So now let's go into the situation itself.
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Every PR crisis has the markings that I noticed And I've been following these for a long, long time.
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And for any of you who haven't met me before, I know anything about my background is I do have a media background.
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I've worked in the journalism side, the news side.
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I've also worked in public affairs and public relations.
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I was ahead of crisis communication for the cruise line industry in Washington DC And then I also worked for the federal emergency management agency for a number of years.
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What is somewhat interesting about my career path, It's not so much what I did, but when I did it.
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I worked when the internet was.
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I was in school when the internet first came out and studied it and then started working.
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And then I was at FEMA when social media was starting to hit.
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So I have been watching social media interactions, how it relates to public relations, for well over 10 years.
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I have been fascinated by this and I still watch it.
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And then, when I got on TikTok, I mean here's the secret.
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I'm not on it because I think it's a blast and I love it.
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It's terrifying to be on there, to be honest, but I learned so much And I learned from watching and I learned from watching other crises happen and I learned from people just like you, you know, sharing information and giving me your feedback and telling me what you think, What works, what doesn't.
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When this thing happened yesterday, when the, when I looked at that ukulele, it wasn't just me thinking I thought, well, what do other people think of this?
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And I and gosh, 99% of you think the same way.
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Okay, Now, every single crisis has I call them like a supporting protagonist.
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It's a character in a story that creates the story.
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So you could think of, like, just think of a lot of crises that are out there.
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If you go back to I don't know why this is coming to me, I don't know.
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Maybe I just saw her on social media, but Julia Roberts was in the movie Aaron Brockovich.
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Like, Aaron Brockovich was someone who.
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There was a movie about her and she's the one that was looking at.
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You know the water and how a company P&G was was tainting the water.
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There's usually someone who kind of creates and disturbs the environment.
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So nowadays in social media, a lot of those people are just people on social media.
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There's people on the other end.
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No, Dandelion official, You don't want to be my producer?
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Don't worry, I'm not going to make you do anything, But there's always someone who is in a parasocial relationship in some cases, but it's someone who's watching from the outside or they're they're a customer or consumer.
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There's someone who's attached to it Okay, So they have buy-in, Whether it's a company or a brand, or a celebrity or a YouTube star, you can define them in any way, right, Like a fan, a customer, a follower, a viewer, whatever it is there's always someone.
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When that someone feels victimized in some way, that's when the problems begin.
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There's usually always a victim.
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So every single client I work with, I always want to.
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I always get to this question and I ask them we have to identify who the victim is, And people struggle with that because they think of someone being run over by a car or assaulted or hurt.
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Like, we don't have a victim like that.
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We just have people who are mad at us online like no, no, no, no, no, no, no, no, no, no.
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Someone is not happy.
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Okay, That someone could be a mole within the organization.
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It could be a parent, It could be whatever.
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I was reading an article this morning about a coach of a high school in Minneapolis.
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Used to be a college player, big time hockey player, and the hockey parents didn't like them.
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So a couple anonymous hockey parents like those were the victims.
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Their daughters weren't getting enough ice time.
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So you know what it's the end I'm saying There's always a victim.
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So the victim in this case our protagonist, was Adam McIntyre.
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So at the time that he connected with Colleen, he was 10 years old, an Irish kid who lived in Brighton, Brighton, England, or, as they say, even in Boston, Brighton, And it was.
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It was Adam McIntyre is the one who had this parasocial relationship.
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But here's where we start to delve into the problems and the choices that Ballinger made.
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That parasocial relationship became a personal relationship when there was interacting.
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So, in other words, Adam McIntyre was able to break through the fourth wall, And when you do that, that's when the relationship changes, And Ballinger has admitted that that was a mistake to do that.
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It gets dicey when you do that.
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So now we have Adam, who's growing up.
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Now.
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Adam was bullied in school, He was struggling in school, but he found solace in YouTube and YouTube characters, And Ballinger being one of those people, definitely So, Oh, I see that you're talking about Trent.
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You're talking about the brothers, Yes, Okay.
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So anyone who's not aware of what's going on definitely go into this chat.
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There is very, very good explanations happening in there.
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So now Adam is the one who's coming forward.
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So Adam is the one who posted videos to YouTube and Adam is the one who is being quoted in a very, very damaging story.
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There's a lot of stories out there, but the one that I read in Rolling Stone was a good account of what is happening Now.
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That story is written by CT Jones and I'm familiar with CT Jones work.
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They do culture reporting, viral things happening on the internet, like a lot of newsbeats out there.
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It all becomes about culture and the internet.
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So CT's story really dives deep into what happened.
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Interviewed Adam McIntyre.
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Now I'm looking for in the interview.
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I'm looking for these words that tell me what happened and why it happened.
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Okay, So now we have.
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I want to read you part of the quote in this story.
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Now also CT the reporter here.
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They did speak to four other fans and said that Ballinger had the same access where she kind of opened the door, gave fans behind the scenes view of what was happening there.
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So the reporter just didn't speak to one person.
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So they did a good job there.
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Also important to note in the story, Ballinger, Trent and DeSoto did not respond to multiple requests for comment from Rolling Stone, So the effort was definitely put in there to contact them.
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Okay, Now let's also talk about a few other people in terms of putting it in context, because the Rolling Stone story talks about this as well.
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The HuffPost article was really detailed as well.
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Yes, 100%, Holly Burgess.
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I do not believe she has a PR team.
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I have to do a pin in that because I got to come back to that.
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That's a great question because we're going to talk about was there a PR team involved?
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Okay, Not the first time that YouTubers faced backlash.
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So I want to look to see what happened when James Charles dealt with this experience, or Onision James Jackson.
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How did he respond to that?