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Great Creative Makes Your Face Move


How do you recognize great creative? Try this simple test. Step 1: Look at the work. Step 2: Look in the mirror.

Did you:

Smile?
From in-on-the-joke grins to full-out belly laughs, funny stuff grabs attention and sticks with people. The latest Old Spice television spots do the trick for me. http://www.oldspice.com/videos/ Ditto on the Betty White spot for Snickers. http://www.snickers.com/ads/superbowl.html Closer to home, this billboard we created for the Museum of Science and History still makes me smile. http://www.balcomagency.com/our-work/addys/fort-worth-museum-of-science-and-history-6

Furrow your brow?
Intrigue, the unexpected or a little well-conceived misdirection can sneak through the clutter, too. As long as people can connect enough of the dots, it works. The original Mini campaign had lots of ‘Huh?’ power. http://inventorspot.com/articles/mini_cooper_no_small_advertising_6530
See 23 more surprising ads here: http://www.trendhunter.com/slideshow/hidden-surprising-advertising#17

Squinch your eyes shut like a slapped cat?
It’s tough to shock people anymore, but when you do, the fallout can significantly extend the life of a campaign. Are the shock waves worth it? The debate continues. Here’s a PG-13 collection of shockvertising. http://www.trendhunter.com/trends/top-50-shock-controversial-ads

Raise your eyebrows?
Sometimes pure, unadulterated information can be powerful. The Tap Project campaign for Unicef cuts right to the chase. See a video about it here: http://www.tapproject.org/media/

What campaigns are making your face move these days?

Memoirs of an Intern


Intern Observations: At a Glance

This summer I am the fortunate college student lucky enough to land an internship with the city’s largest full-service advertising agency.  Halfway through the speeding summer it’s time to ask myself, what have I learned about the industry since working here?  Did my professors instill an accurate depiction of what a “real agency” would be like?  Walking in bright-eyed and eager, here is what I have observed at a glance:

  1. Sweet Tooth. Ad agents love their sweets.  Nothing brings everyone out of their offices like free cupcakes, hot donuts or homemade cookies. (A lighthearted start, but an accurate description nonetheless)
  2. Team Work.  Nothing goes out the door without having been bounced around through everyone’s noggin.  You may have a job title, but it doesn’t stop you from being involved in any and every part of the creation process. 
  3. Quiet Chaos.  I watch people walk into work in the morning (or mid-afternoon) with a quiet, slow day ahead of them and before they can get their coffee, the tempo has changed and it’s time to run.  The atmosphere can jump from calm to calamity in seconds. Okay, maybe it’s not that out of control but the industry will always keep you on your toes.
  4. Tough Love. It’s a tough industry to break into and possibly an even tougher industry to stay with.  As a young (and untainted) advertising major I’ve learned that there is no certainty of where I will end up or how I will get there. Hopefully determination will keep me company in these next few years as graduation speeds toward me and the real world’s unforgiving voice beckons.
  5. 6th Year Senior.  After vocalizing #4, the next logical step would be to call my school counselor and request to change my major.  Quickly. But logic is overrated.  
  6. Unique.  Every agency has its own way of doing things but there is no doubt each is very unique in comparison to other industries.  Who wouldn’t love to work somewhere that encourages you to bring your dog to work on Four-Legged Fridays?  Or gives you money to decorate your workspace however you possibly want to?  The creative juices are flowing and there’s no stopping it.
  7. Friendly Faces.  Despite just being the intern, I was immediately greeted by smiling faces and welcoming hearts.  It could be because they smell fresh meat, but for the sake of my self-esteem, I’ll assume all advertisers are just a friendly, loving breed.
  8. Just Do It.  No matter how high the expectations, regardless of lofty goals, to survive in the advertising agency, you got to just go for it.  Whatever the client wants, I’ve watched Balcom Agency’s B’s give it their all to get it done. 
  9. What?  You never know what you are going to need to learn, to do what you need to do.  Understanding personal medical supplies, western wear, paper quality, geological formations, ophthalmology, financial institutions, and any random entity is all in a day’s work at an agency.  I would assume most people here would have a decent shot on Jeopardy.  Maybe no Ken Jennings, but come on, that guy is insane. 
  10. Giggles. Let’s be real, working at an ad agency can be downright hilarious.  The work is funny, the people are funny, even the atmosphere is funny.  Laughter is not short on supply in this industry.


So there is a quick ten on what I have picked up so far at the agency.  More reports to come as I observe advertisers in their natural habitat…

Operation Rescuing Sloan – Part 2 of 2


 

“Yes she is here,” the receptionist said. “Do you want to go back and have a look at her and see what you think?” I knew either way, I was leaving there with Sloan, whether she liked it or not. As I walked down the lonely hallways of the shelter seeing all the little faces looking up at me, I began to wonder why I had chosen this one dog to rescue? What made Sloan so much better than all these other dogs? They were just as deserving as she was. Unlike the movies, the dogs weren’t barking at all and most didn’t even try to get my attention; it was as if they each knew their own destiny. I kept walking, trying not to make eye contact with them. I didn’t want to give them a false sense of hope that they were being rescued. 

Finally, I came to Sloan’s kennel number and looked inside, wondering if she would look the same as she did in the picture or if I would pet her and she would bite my hand off. Suddenly, I realized that what I was doing could have some huge consequences. What if she needed thousands of dollars worth of medical attention, or what if she was going to tear up the foster lady’s house or bite her children? I bent down slowly and looked into the kennel. 

Sitting in the back was a shy, white-and-black Border Collie mix with black speckles on her nose and face. I motioned her to come to me and she nervously stepped forward and allowed me to pet her. She was adorable: sweet, shy, loving and scared. I walked back to the receptionist, but this time made sure to smile and pet all the dogs on my way back. They deserved the little ounce of love and affection that I could give them before I left. 

While filling out paperwork at the front desk, I discovered that Sloan was already spayed so there would be no fee to adopt her.  She was a free dog, literally. Right then, I heard them bringing her down the hallway and I bent down with arms open to greet her. 

“Are you keeping her or just fostering her?” the receptionist asked. “I’m just transporting her to a foster home,” I replied, although I didn’t really believe my own words as I spoke them. 

Sloan and I turned to leave, but as soon as we stepped out into the parking lot, Sloan stopped dead in her tracks. Was she scared or refusing to walk on the leash? Suddenly, I felt two paws lightly touch each of my hips and she was standing there, hugging me. I truly believe this was her way of thanking me for saving her. 

If you do not believe that animals have feelings, you are wrong. Sloan understood completely what I had done for her. We got in the car and within five minutes I called the foster lady and explained that I had fallen in love. Sloan and I had created an unbreakable bond. I decided then and there that I was keeping her. Someone was physically going to tear this dog out of my death grip to take her from me. She needed me and I needed her. 

Sloan has turned out to be the world’s greatest dog and I take her with me to work every Friday on our designated Four-Legged Fridays. She is the sweetest dog ever, already house-broken, crate trained, leash trained, obeys commands, gets along with my other dogs, is great with people, has no major health issues, and is not food-aggressive. She does have an extremely mild case of heartworms that will clear up simply from taking her monthly heartworm medicine. 

The fact that Sloan is so perfect makes me believe that there was a reason I found her and she found me. You could say it was meant to be. I just want to say sorry to my mom and sorry to my boyfriend. I love you both, as does Sloan!  

 

An Apple A Day


When I finally found the time to delve deeply into a recent Fast Company article on Apple, I was at once bemused, wowed, and inspired. The article, "Invincible Apple: 10 Lessons from the Coolest Company Anywhere," written by Farhad Manjoo, summarizes the key strategies, behaviors, and habits of Apple, and specifically its illustrious CEO Steve Jobs, that continue to propel the company to ever greater heights. 

At the risk of rewriting Manjoo's article, I want to highlight a few remarkable facts and ideas mentioned in an effort to help you rethink your approach to business. Each and every one of these anecdotes caused my jaw to drop, my head to tilt, and my mouth to twist in bemusement as I wondered at the sheer power of their meaning. 

1) Keep It Simple - In 2000, a newly-hired developer at Apple came prepared for a meeting with Steve Jobs with a comprehensive set of PowerPoint slides, ready to wow the CEO with the complexity and thoroughness of his new creation, the predecessor to iDVD. Before the developer could utter a word of his enthusiasm, Jobs wandered to a white board, drew a rectangle and said, "Here's the new application... It's got one window. You drag your video into the window. Then you click the button that says burn. That's it. That's what we're going to make." Thus, iDVD was born. The magic of Apple products are their simplicity. In a world racked with complexity, why not make your customer's life a bit simpler? 

2) Tune Out the Noise - In short, ignore your competitors, and sometimes, even your customers. This recommendation flies strongly in the face of conventional business wisdom. Deceased businessmen everywhere are turning in their graves. My colleagues at Balcom Agency have challenged me in this statement, most feverishly among them Apple-zealot Chip Hanna. So, let me explain. Though Apple stays abreast of trends in its industry, as well as the goings-on of tech up-and-comers and giants, it does not mimic them. As Manjoo states in his article, Apple developers "go into their caves," focusing almost exclusively on creating a product that they believe to be the future of technology. Similarly, unlike competitors Dell and Microsoft, Apple generally doesn't listen to customers' suggestions for product enhancements. While Windows 7 may have been your idea, the iPad most certainly was not. 

3) Take Inspiration From Your Hotel Concierge - Though Apple may not concern itself with its customers' product preferences, it does care about customer service. In an effort to revolutionize the customer experience within the computer industry, Apple's Senior Vice President of Retail Operations Ron Johnson asked customers what they remembered as their best ever customer service experience. The majority pleasantly recalled a hotel concierge. Violà, the Genius Bar emerged. At the Genius Bar, customers can have their iPods, iPhones, iPads, and MacBooks reviewed and repaired, free of charge. In fact, the Genius Bar is so cozy, you expect a Genius to bring you a cappuccino with extra foam, or perhaps even a cold beer. The reality is, if troubleshooting fails, the Genius might just bring you a brand new iPhone. Maybe it's just me, but this definitely beats haggling with Hyderabad over the telephone. 

4) Brand like a God - Martin Lindstrom, brand consultant and author of Buyology: The Truth and Lies About Why We Buy, recently discovered that brain activity within the minds of Apple devotees mimics that of religious fanatics. In short, Apple's branding has been so successful as to rival that of the Catholic Church. Ubiquitous Apple branding has created a monolithic image in the hearts and heads of consumers. From the iconic imagery of a half-eaten apple to the brushed silver of your MacBook Pro and the sleek white earbuds hanging from the ears of every passenger in a New York City subway, Apple has branding down pat. One of the most remarkable anecdotes from Manjoo's article: Apple purchased ad space on every bus bench near Yerba Buena Center in San Francisco, where it unveils its new products. As Steve Jobs speaks about new products like the iPad, Apple staff change the imagery from ads about older Apple products to ads about the newly-unveiled product. Apple's marketing efforts coincide with the ticking of clocks and the passing of time. 

5) Step To The Beat of Your Own Drum - Perhaps most shocking among the anecdotes revealed in Manjoo's article is the fact that HP, Microsoft, and Research in Motion (RIM) all delayed releases of iPad-challenging tablets immediately following the release of the iPad. These companies were watching Apple closely and following their lead. Deep in its cave, however, Apple had been listening closely to the beat of its own drum while its competitors got lost in the music. 

Whether or not the above ideas and anecdotes represent business truths is debatable, verging on contentious. That the iPad has generated buzz, however, is fact. And no doubt we can all take a lesson from the man steering a very powerful and seemingly indestructible ship. 

In other words, Think Different. 

Operation Rescuing Sloan - Part 1 of 2


 

My boyfriend likes to joke that I’m a dog hoarder – a completely unjustified observation considering the fact that I only own two dogs. But in truth, if not for my family and their determination to not allow me any more animals, I probably would be a dog hoarder. Since I am currently living in my mother’s guesthouse, her strong pleading that I not get any more animals can be considered a fairly justified and valid request. 

However, for over a year now, I have spent the majority of my free time glued to the computer looking at the poor dogs in need of adoption from Petfinder and local shelters. I would email pictures to my boyfriend every day asking, “please can we rescue this one” or “just look how cute this little guy is!” Understanding my slight obsession, he would politely reply to each email saying, “yes, they are cute, but we don’t need any more dogs.” 

In all reality, it was bound to happen sooner or later.  Dogs are just so much more lovable and easier to get along with than people. They don’t talk, but they do listen. They understand your emotions, but they don’t criticize. I have always loved dogs, ever since I was a little kid. 

So I was only torturing myself every day by looking at the innocent, sad faces staring back at me from behind bars. It just made me want to cry; which I did on a few occasions when I would read the stories of how the dogs ended up in a shelter: “owner didn’t like the puppy because it was too hyper” or “owner was going on vacation and couldn’t find anyone to watch his four dogs.” People just make me sick.  The shelters are full, thousands of dogs are being dropped off daily, only a few good people are rescuing them, and then more people show up and just dump their pets due to some bad excuse. To make it worse, these people know that their actions will probably result in their pets being euthanized. 

Through Facebook, I had befriended a lady who volunteers much of her free time rescuing animals and she also posts pictures of shelter animals in desperate need of adoption on Facebook. It was in one of these albums that I came across the picture of a sad, depressed-looking Border Collie mix. She was really cute, but had a ‘rescue me’ expression on her face. So naturally, I emailed her link to my boyfriend with the vain hope that he would pick up the phone and demand: “rescue her right now and bring her home!” Unfortunately, as I expected, he didn’t call. Later that night, I asked if he liked the dog from the email. “Yes, she is cute,” he replied, “but we don’t need any more dogs.” I pouted for two days after that one. 

After my bout of pouting was over, I noticed the Border Collie’s picture again on Facebook. I wondered why she had not been adopted already? I decided to find out what her story was. It turns out that she and a husky were picked up together as strays out in the country. Their owner had been notified and both dogs had been waiting for over two weeks for their owner to retrieve them.  Again, a couple of days later, I saw her picture on Facebook. New text had been added and this was what it read: 

This little girl’s name is Sloan. She is a Border Collie approximately 5 years old and spayed already. Has been sitting at the shelter for two weeks waiting for her mom (who knew she was there) to come get her…Well, yesterday her mom signed her over to shelter. Just sucks, such a sweet girl. Please someone save her! 

The husky sibling had been adopted already and ‘Sloan’ was running out of time. I called my mom and boyfriend and the answer from both was a solid ‘no.’ “No fostering, no adopting, no!” I went into a panic and posted her picture to Facebook begging someone to adopt her. Within a few hours, I started to get some interest in Sloan, but mainly just people trying to help facilitate her rescue as opposed to adopting her into a home. I didn’t care; I just wanted her rescued from euthanasia. 

A Dallas/Fort Worth area writer and dog lover, someone who befriended me on Facebook after seeing my post, worked endlessly to contact ranchers in the area that would be willing to take in a Border Collie. The problem was we didn’t know this dog, we hadn’t met her, we didn’t know her temperament or her medical history, nor did we know how she got along with other dogs. I went to bed that night and cried myself to sleep. There was just something about that face that made me unable to let this dog out of my mind.   

The next morning, as I arrived at work, my cell phone rang. The writer had managed to contact someone, who contacted someone in Connecticut, who contacted someone in Fort Worth who had agreed to foster the dog for a short while until we could place her in a permanent home. I immediately left work while simultaneously phoning the shelter to let them know I was coming to rescue her. I was sick to my stomach the whole hour and a half drive. I rushed through the shelter doors. “Please tell me Sloan is still here,” I asked before the lady even looked up from her desk. After driving 100 miles and involving a slew of near strangers into this self-inflicted dog-rescuing debacle, I was petrified that I would find out that I was already too late. 

(To be continued...) 

 

Four Tricks for Shaping Your Inspiration


People often ask artists (yes, art directors and copywriters are artists) where they get their ideas. We don’t really know. “Inspired” literally means “God-breathed” – and maybe there is a clue there. But inspiration is only the beginning of genius; it must be molded and twisted and smacked around before it is truly great. So here are four ways to turn that idea into art – with examples by some of the writers who inspire me.

 
 
1.     Be a poet, not a pop star
 
A lot of my brain food was cooked up by the classic rockers (and other musicians) of the 60s and 70s, who weren’t just lyricists – they were (and are) poets.
 
Literally, in the case of the Moody Blues; the drummer, Graeme Edge, wrote several poems, which keyboardist Mike Pinder recited on the albums:
Pinprick holes in a colorless sky 
Let insipid figures of light pass by
The mighty light of ten thousand suns
Challenges infinity, and is soon gone
Morning Glory from Days of Future Passed
Pink Floyd was another British rock group whose albums told entire stories:
So you run and you run to catch up with the sun but it's sinking 
Racing around to come up behind you again. 
The sun is the same in a relative way but you're older, 
Shorter of breath and one day closer to death.
Time from Dark Side of the Moon
 
Or the American folk duo Simon and Garfunkel. Honestly, I don’t understand half of Paul Simon’s stuff (“there’s something about you that really reminds me of money”?), but it’s awesome:
In restless dreams I walked alone 
Narrow streets of cobblestone
Beneath the halo of a street lamp
I turned my collar to the cold and damp 
When my eyes were stabbed by the flash of a neon light 
That split the night 
And touched the sound of silence
The Sounds of Silence from Sounds of Silence
Just to get some perspective, let’s compare this to something more modern.
 
Lady Gaga, named number one on Fast Company’s list of 100 Most Creative People, condescends to bless our ears with this little diddy: 
 
I want your drama, the touch of your hand
I want your leather studded kiss in the sand
I want your love
Love, love, love, I want your love.
Bad Romance from The Fame Monster

I suppose the creative part is the phrase “leather studded kiss”. I get what she’s trying to say, but I think “studded leather kiss” would have been more accurate – you can’t stud a kiss with leather, but you can kiss someone who is wearing studded leather – except who wears leather to the beach? Sure, the song is catchy…but so is the flu.
 
It’s something like the difference between the ceiling of the Sistine Chapel and a stick figure. Use words like you would use brush strokes – do more than paint an outline: infuse it with color and dimension. Ultimately – get creative.
 
 
2.     B short.
 
It’s not about using fancy words, but about understanding that words are ideas you plant in the minds of your readers. It can be super short and still say everything you need it to (which is essential in copywriting).
 
In the 1920s, a few of Earnest Hemingway’s colleagues bet that he could not write a complete story in six words. Hemingway came back with this:
 
For sale: baby shoes, never used.
 
Needless to say, his friends lost the bet. Hemingway considered it his best work, and it’s also one of the saddest things I’ve ever read.
 
 
3.     Get at it 
from a 
different 
angle.
 
Sometimes it’s about learning how to look at something from a different angle. Douglas Adams, famous for his hilarious five-book trilogy, The Hitchhiker’s Guide to the Galaxy, said this to describe a fleet of spaceships:
 
They hung in the air exactly the same way that bricks don’t.
 
And described the ease of achieving human flight:
 
The knack lies in learning how to throw yourself at the ground and miss.
 
 
4.    Avoid clichés like the plague.
 
Sometimes it is simply about avoiding clichés, as Markus Zusak does so well in The Book Thief:
Upon her arrival, you could still see the bite marks of snow on her hands and the frosty blood on her fingers. Everything about her was undernourished. Wirelike shins. Coat hanger arms. She did not produce it easily, but when it came, she had a starving smile.
 
My favorite parts are “bite marks of snow” and “coat hanger arms”. Any other writer would have said, “the cold nipped her nose” and “bony arms”. This is a perfect example of “show, don’t tell”; he never even used the word “thin”.
 
 
What art, music, or literature inspires you? What tricks do you use to shape that inspiration?

 

Changin' it up


If you know me, you know I like to change it up. Today was no different. After a couple of days in “da funk,” I woke up bright and Chipper at 5 a.m., not my usual wake up time. Instead of groaning and trying to go back to sleep, I decided to change it up. I read some blogs and took the dogs out for a nice run.

All of this got me thinking about how much companies need to change it up. When was the last time you thought about something differently?

Changing things forces you to think differently, consider different views, possibilities and ask a lot of questions. Here are a couple of things I do on a regular basis to change things up:

 

  • Take a different route to work.
  • Dress differently. If you usually dress down, dress up.
  • Listen to different music.
  • Try a different drink at Starbucks.
  • Say “hi” to someone new.
  • Ask someone “why?”
  • Ask someone "is there a better way to do this?"
  • Give out high-fives.
  • Eat somewhere new for lunch.
  • Don’t check your email until after lunch.
  • Challenge yourself on your “daily routine.”

 

These might seem rather benign, but you’ll be amazed at how refreshed you feel in doing something different.

One of my biggest pet peeves is the saying, “We’ve always done it this way!” Tradition has it’s place, but real change doesn't come without innovation. Innovation doesn’t come until someone decides to change it up.

In the words of one of my favorite companies, “Think Different.”

 

 

Respond to Friend Request


 

I’ve had a rule since I joined Facebook that I don’t send ‘friend requests’ to the younger members of my family.  I think it should be their prerogative to invite me into their world.  I don’t want anyone to say, “OMG, my Auntie Lynne sent a Facebook request and I don’t know what to do…. Ick!”

 

To that end, my son and I have not been connected.  I am friends with several of his buddies (at their request, mind you).  He’s been connected with his dad ever since Tim joined Facebook  (“Mom, I felt sorry for him.  He only had, like, 29 friends and you had over 400.”) But he never sent a request to me and I honored that.

 

This morning, when I opened my Facebook page, things changed – a shining red button glowed under the friend request tab.  I opened the page, fully anticipating another Chinese hacker.  But it was my son, who is now friend number 571.

 

Sam is moving out of the house this month, into his own place.  I’ve started struggling with the “are you ready” questions.  I’m not.

 

But being able to keep up with him, even vicariously through a Facebook wall, will help ease me through the transition (I hope!).   I promise I will not abuse the privilege.  Thanks, Sam!

 

 

Don't worry. Be happy.


Last year "Big Bad" Vladimir Guerrero was playing for the Los Angeles Angels. Guerrero, then 34, had his worst year in 2009. I won't bore you with the details, but his batting average was the lowest it had ever been. Granted, Vlad had some minor injury issues. But, even after coming back towards the end of the year he struggled.

Fast forward one year.

The Texas Rangers sign Guerrero before the start of the 2010 season. Now 35, well past the usual prime of a major league baseball player, Vlad is playing the best baseball of his career. One of the reasons for this drastic improvement:

HAPPINESS.

When asked about his recent success, Guerrero, all smiles, responded, "I am here playing for the Rangers. I'm happy here." Read more here

Happiness can play an important role in productivity. There is concrete evidence to support this (download the paper [PDF]). It's pretty simple. The happier employees are with their work, the more productive they will be.

So how can that happen? Below are just a few ideas.

Managers:

  • Think about ways to improve morale in the workplace (Balcom has a monthly happy hour where everyone leaves at 4pm on a Friday and gets away from the office and enjoys each others company).
  • Check in on your employees from time to time, and be sure and create an open exchange of information so the employee will tell you the truth.
  • Celebrate successes. Give immediate feedback in person for jobs well-done, as well as recognizing people in front of their co-workers.

Employees:

  • Find ways to improve your sense of happiness at work (Hang memorable pictures, make your surroundings comfortable).
  • See the big picture.
  • Be honest with your manager, and don't be afraid to speak up.
  • Make sure what your doing is what you want to do.
  • Rekindle the passion for your job by challenging yourself to push past your limitations.

BP: A disaster on all fronts


 As PR professionals watch the biggest environmental disaster in U.S. history unfold, we just shake our heads in wonder. Are there any seasoned public relations people at BP's executive table?

It is clear that BP's mistakes not only have damaged untold species, livelihoods, and local economies. Its problems are compounded by the apparent disregard for some of the key principles of crisis communications. Granted, lawyers are now in control because of the likelihood of criminal charges. But early in a crisis is when a company's behavior and communications matter most. Failure to respond quickly and communicate openly in ways that meet the public's needs and expectations will always make matters worse.

1. Accessibility and openness. When a company has a big problem that causes public harm, that company should communicate both internally and externally just as aggressively as it works to fix the problem.

This is one of many principles taught by James Lukaszewski, APR, a leading national figure in crisis communications and public relations. (I've learned a lot from Jim Lukaszewski. His company's website is worth a visit: www.e911.com.)

A public crisis of this dimension demands that a company's top executive step up, communicate, and answer the hard questions. CEO Tony Hayward should be much more visible and accessible to press and to the many publics affected by this disaster. Sorry Tony, you can't have your life back, not for a while.

I believe BP would benefit from allowing TV cameras on its rigs to talk with the workers who are laboring around the clock to repair the leak, drill relief wells and perform other demanding tasks. Workers cleaning up beaches also say they can't speak with press. Now controlling the message is important to a company in a crisis, but within reason. There ought to be a way for the company to demonstrate and describe its cleanup and repair efforts at the ground level.

It would go a long way to rebuild confidence that BP is working tirelessly to try to ameliorate the damage caused by the oil rig blowout and continuing oil flow. It would humanize the company.

2. Responsiveness. Companies have a responsibility to talk about problems affecting the public and to provide important, relevant information as quickly and completely as they can -- especially when health and safety are at risk.

Only this week has BP provided the HD video footage that shows the oil gushing out of the well hole. Scientists and others have been asking for this video for weeks in order to accurately gauge the amount of leakage.

3.  Ethics. If a company is at fault, it should admit its mistake, apologize, and explain as quickly as possible. With an absolute commitment to telling the truth. Granted, this was a complex operation involving multiple companies besides BP. Still, BP owes its employees, shareholders, and all affected parties a huge apology, an acknowledgment of its role in this disaster, and an assurance -- grounded in reality -- that this kind of problem will never happen again.

4.  Engagement. It is important in a crisis to answer the public's questions and volunteer information that may be of interest -- to use a two-way communications model so that the company is not just talking, but it is also listening and responding.

Instead, BP is engaged in an elaborate, costly, one-way advertising campaign. It is talking at its publics through full-page color ads in the New York Times and likely other news vehicles and spending hundreds of thousands of dollars purchasing Google and Yahoo search terms. More direct engagement with the publics affected by the disaster would cost a lot less and be more effective in rebuilding trust in the company.

5. Commitment. Companies need to learn from their mistakes, talk publicly about what they learned, and commit publicly to fixing whatever needs to be fixed internally to prevent big mistakes from happening again.

BP pleaded guilty in the 2005 explosion at its Texas City refinery to violating the Clean Air Act. It pled guilty again to another federal violation for its role in causing oil spills in Alaska in 2006. One has to wonder if BP has learned from its mistakes and examined the business practices that have now led to an enormous environmental disaster. In my humble opinion, from this small agency in Fort Worth, this should be BP's first priority.