What Makes for Effective Investor Relations Sites? Part 17: Make the Individual Shareholder Feel Welcome
May 20, 2010
Customer relations (and I use the term loosely) has undergone a number of iterations over the years as companies have sought to satisfy the ever increasing demands of customers for information in a cost efficient manner. During my lifetime I have seen a variety of solutions attempted, ranging from customer service teams onsite (expensive, and usually with long wait times), touch tone telephone service systems (usually with incomprehensible choices) to banks of operators standing by in some country you’ve never heard of.
Generally speaking, the economic solution has been to attempt to substitute the use of capital and technology for high cost labor. None of these have yielded optimal results.
It has been the same with shareholders. It can be very difficult and frustrating to get an answer about your stock. And yet most companies wish to have a large component of their shares owned by individual shareholders.
The advent of the internet has allowed companies to attempt to solve this problem by putting access to more information than ever in the hands of shareholders. This means that shareholders can look things up for themselves at the time of their choosing without being reliant on someone to look it up for them. Further, given the bandwidth of the web, web sites don’t have long waiting times during busy periods, such as tax filing time.
The challenge to companies is to design a page that clearly directs shareholders to the information they need to find. One site that does a good job of this is Centrica plc in their Shareholder centre page reproduced below. The page lays out the most common pieces of information sought by individual shareholders in a very easy to follow format. If a shareholder wants to find dividend information, it is clearly labeled. There are clear links to commonly requested pieces of information such as current and historic share prices. In short, the company has enabled the shareholder to easily find pertinent information.
In this series:
Previous post: Visibility
Next post: What’s Your Strategy?
Google Invites Investors Home
May 5, 2010
When Google speaks, people listen. Whether it is the enormous market capitalization, the global reach of the company’s well-known brand, or simply the expectation that the company will continue to be a worldwide innovator, when Google does something new, it matters to more than just Internet searchers.
Recently, Google released its first-quarter earnings in a manner that broke the traditional mold for releasing financial information. Instead of posting the actual press release and financial numbers via one of the financial newswires, Google released only a short statement saying that its earnings statement had been posted on the company’s investor relations website. A link to the IR website at was provided. However, no actual numbers or commentary was included in either the release text or its headline.
The full text of the statement released on Marketwire was just 50 words.
MOUNTAIN VIEW, CA–(Marketwire – April 15, 2010) - Google Inc. (NASDAQ: GOOG) has released its first quarter 2010 financial results. Please visit Google’s investor relations website at http://investor.google.com to view the earnings release. Google intends to make future announcements regarding its financial performance exclusively through its investor relations website.
Releasing Financial Information on Company Website
This is not the first time Google has published its earning press release and materials on its investor relations website. In fact, Google and most other corporations routinely post such information on the IR websites in order to make it easily accessible to investors and potential investors. It also reduces the workload of the IR Department by freeing them up from responding to routine investor requests for publicly available information.
However, until this quarter, Google had always followed the time honored tradition of releasing earnings information via financial newswire. Like most other corporations, Google orchestrated a carefully timed dance in which a press release with the earnings data was submitted to one of the financial newswires. Then, they waited for the release and its contents to begin showing up in additional news streams to verify that the release had been done correctly. Only then, did the company release the earnings data online, thereby ensuring that the information had been publicly released in an unquestionable manner first.
With its first-quarter earnings, Google took a different track by simply releasing a notification that the information had already been released (or likely simultaneously released) on the company’s own website.
Google is not the first publicly traded company to release its earnings information on its corporate website, however, it is the first worldwide household name to do so. Ironically, the updated guidance giving companies like Google the green light to do just that came almost a year and a half ago. So, why did it take so long for companies to start using their websites to release financial information, and will other companies follow in Google’s footsteps.
Slow Moving Regulation Meets Internet Speed
In 2008, the U.S. Securities and Exchange Commission updated its Internet guidance for publicly traded companies using websites and electronic media for the first time since 2000. The update brought the agency’s Internet guidance up from archaic to merely out of date. However, in doing so, it opened the door for exactly the sort of thing that Google did with its first-quarter earnings for 2010.
The SEC Interpretive Release addressed several issues, and just as tellingly, specifically did not address even more issues. However, the interpretation did bring acceptance to the concept that a publicly traded corporation’s website could be used in certain circumstances to release information and communicate with stockholders. As long as the company’s website was a “recognized channel” for distributing information, then publishing material on that website would count as publicly releasing the information.
The criteria for considering a company website to be a recognized channel included that investors know the website’s location and that the information be easy to find. Most importantly, the guidance required that the company inform investors that it publishes important information on the website and that it plans to do so in the future. Google has already been stating in its financial filings that it has a website, where it is, and that it does publish financial information there.
Despite this go ahead from the SEC, the vast majority of companies continued to operate under the old financial news release first, website second model. The question was whether companies were just that slow moving, or whether there was some fear about changing a paradigm that was already working.
Penguins must leave the safety of the ice in order to find food in the oceans. However, there is no way of knowing whether a killer whale or other predator is lurking in the waters below. The only way to find out is to jump in and see what happens. Of course, no one wants to be the first on into the water, so the penguins inch closer and closer to the edge until finally, one of them drops into the water below. If nothing happens, then the rest of the penguins jump quickly into the waters to feed. If, on the other hand, a predator appears, the penguins move back to try again another time.
In the case of corporate financial earnings, many companies figured why take the chance of angering shareholders or provoking the wrath of regulators. At issue were both the inertia of a long-used methodology, as well as the pesky problem of letting investors know exactly when and where financial information would be released in the sometimes unreliable world of the Internet.
Google’s press release, it seems was designed to take care of that last problem. The company did not abandon the press release altogether, it just changed what it said. Moving forward, the company has indicated that it will continue to release financials on its own IR website. The interesting piece of the puzzle is whether or not it will issue another mini-press release telling everyone that the data is ready, or if it will skip that step altogether and rely exclusively on its own company website.
What Makes for Effective Investor Relations Sites? Part 14: Engaging the Individual Investor
April 6, 2010
One of the Holy Grails for many investor relations departments is to achieve more ownership of their company’s stock by individuals. There are various and sundry reasons for this, including the fact that individual investors tend to keep their stock holdings for longer periods, become proponents of the company’s brands and advocates for the companies they own. One of the problems companies have is getting information to individual investors. They are dispersed and prefer their information in plain English as opposed to the dense technical prose and financial data most companies tend to use when delivering financial information. This makes getting information to individual investors expensive and requires extra effort, which usually means it doesn’t get done.
At least one of these obstacles can be overcome with the judicious use of an investor relations web site. Shareholder newsletters are a great way to reach out to individual investors, but in the past have been expensive to produce and distribute. The web and some publishing software now mean that almost any investor relations department can produce a shareholder’s newsletter at minimal cost. Time and effort still have to be devoted to writing and editing the newsletter, but you no longer have to write big checks to printers, designers and postal authorities.
Below, I’ve included samples from Total, the French energy company and EADS, the European aerospace company. The two companies take differing approaches with their newsletters, with Total focusing more on descriptions of the company and its employees while EADS spends more space discussing financial results, but the point is that they are both geared towards non-technical investors. They both help individual investors understand the companies.
Both of these newsletters have the look of being professionally produced, but companies with smaller IR budgets than either Total or EADS can also produce good looking newsletters and distribute them via the web and email at minimal cost. The reward should then be a more stable and diverse investor base that supports your company.
In this series:
Previous post: Mobile access
Next post: Blogs
Ultimate Twitter Strategy Guide and Rules for IR – Corporate Tweets and Strategy
December 8, 2009
Section 1 of the Investor Relations Twitter Strategy Guide
Twitter Strategy Guide for IR Section 2 – Useful, Informative, Legally Defensible Twitter Tweets
For businesses to get value from Twitter, the company must generate a useful and informative feed of Twitter posts that compels users to “Follow” the company’s Twitter account. On the other hand, to avoid any potential problems with tweets made on Twitter, corporations must be careful not to accidentally publish misleading or misunderstood messages. Ensuring that both of these things happen on a regular basis is the crux of a useful IR Twitter strategy.
The person handling the IR Twitter postings should be an experienced professional already versed in the various rules and regulations regarding communications with investors and the general public. All the same rules that apply to phone calls, emails, letters, and in person conversations apply to messages posted to Twitter. In other words, if you can’t say it on a person-to-person phone call with the SEC’s top enforcement watchdog listening in, you can’t tweet it either!
Lastly, do not confuse the conversational nature of Twitter with actual conversation. Every post made to Twitter is in writing! If it couldn’t be typed on official company letterhead with an executive signature at the bottom, then it can’t be posted to Twitter either. This simple distinction can save IR a lot of trouble.
1) – Tweet Daily
Everyone knows Twitter is about fast real-time communication, but it also about constant communication. Twitter feeds with occasional tweets drop quickly from view. Power Twitter users follow dozens or hundreds of other users. Keeping up with all of those tweets requires users to triage the inflow. A once a week message from an account is just too likely to be skipped, missed, or buried to provide value. Don’t worry about posting tweets on weekends or holidays. No one will be surprised when a corporate Twitter stream goes dark during non-business hours.
a) How To Tweet Daily
Coming up with a new tweet every day may seem daunting at first. However, remember that Twitter’s value lies in being part of the conversation, not in just broadcasting your own communications. Responding to direct questions, responding to general statements made in the “Twitter-sphere”, and even responding to media stories or events can (and should) be part of the Twitter strategy. It can be several days or more in between each originating tweet.
2) – No Junk Tweets
Every tweet needs to be worthwhile to keep the company’s Twitter feed on the must follow list for shareholders, potential shareholders, and analysts. No interview about Twitter usage is complete without the declaration that communications are important, and there are no tweets about what was eaten for dinner. Don’t let your tweets become the corporate equivalent of meal tweets.
3) – No Coupons, No Promos, No “Funny” News Links
Unless the IR group is the only official Twitter account for the entire corporation, chances are someone else is handling the smiley face side of social networking for the company. Investor relations is the most difficult Twitter communication channel there is. Don’t make it any harder by trying to be something else. Besides, the people you actually want following your IR tweet stream are serious about being shareholders, becoming shareholders, or analyzing the company. The followers you don’t want are the jokers, pranksters, agitators, looky-loos, or others who are not serious about investments in the company. Don’t give them a reason to follow you. Unlike other accounts that might be looking to increase exposure and publicity, if a IR tweet goes “viral” it is probably a bad thing.
4) Speak With Links – The 140 characters allowed for tweets posted to Twitter is too short to be useful for IR – Period – End of Story – No ifs ands or buts. It is too short. Never forget that.
The maximum protection from any legal or regulatory issue, plus the best way to avoid any misunderstanding or confusion, is to let links do the talking.
In an earlier article we discussed examples of Twitter trouble for IR. The carefully crafted statement and meticulously crafted wording in an official company statement about a recent dividend cut was not short enough to be tweeted. Trying to tease out a shorter, but equally accurate and legally sufficient tweet of 140 characters is liability suicide. However a tweet that directs Twitter users to the original statement is not only completely defensible, but incredibly easy.
Example IR Tweet:
@CrankyInvestor – Look here for that information about the dividend cut. http://bit.ly/6UKFaR
This tweet is well under 140 characters. It provides a link to a webpage with the original full length statement complete with all disclaimers and notices.
Notice the difference between a response to a Twitter user’s specific tweet and an unrelated random tweet about a new press release. Which brings us to…
5) Don’t Tweet Press Releases – Remember no junk tweets! If people wanted to read the company’s press releases whenever they just happened to come out, they would be reading them on the website, or more likely subscribed to either email delivery, RSS feed, or other notification. Tweeting a link to a press release or other information only when asked about, makes it a relevant and helpful tweet. Doing the same thing at 1:14 P.M. for a press release sent out at 1:13 P.M. makes it tweet-spam.
6) ALWAYS: “Look into,” “Check on,” “Investigate,” “Pass On” – Speed is what makes Twitter so powerful. It can also become intoxicating. Resist the temptation to fire off replies or other tweets at the spur of the moment. Twitter may be real-time, but it is not chat.
The reflex tweets sent right away are the ones that will end up causing trouble down the road. Unless you have already considered a similar reply and have a link at the ready, don’t tweet. If a reply is required, but none is ready, simply tweet that you will look into it and get back to them. For users that offer suggestions or other unsolicited advice or information, simply say that you will pass their comments on, or otherwise make sure the right people see them. Don’t promise anything.
@CrankyInvestor – I’ll check on that and let you know.
7) NEVER SAY: Promise, Guarantee, Never, Always, Obviously… – Certain words carry a literal meaning that you do not want associated with things you say on behalf of investor relations. These words include any form of promise, any form of complete exclusion (never) or complete inclusion (always). Also troublesome are words that imply that there is no question about something, or that something is common knowledge. These are standards the IR group does not want to be held to in a court room or regulatory action. Create a list of banned words and post them on every computer that will be used to send official tweets.
Be Careful With Re-Tweet – Recall all the hoops the IR department had to jump through to link out to another website while staying in compliance with all rules and regulations. Re-tweeting is just as dicey. Whenever possible, avoid it altogether.
These tips should get most IR groups up and running with a successful Twitter for business strategy. What comes next is being able to successfully manage Twitter conversations for businesses. For that, additional utilities and a little bit of advanced Twitter know how will be in order.
Complete Twitter Strategy Rules Guide for Investor Relations – Creating Official Corporate Tweets
December 3, 2009
Twitter mania is everywhere. Whether the quickly deafening crescendo heralds a change in the world’s communication paradigm, or the impending pop of the social networking bubble remains to be seen. What cannot be ignored is that businesses are embracing Twitter for the benefits they can gain from direct, real-time, two-way communication with consumers and business partners. It is only a matter of time before shareholders and company executives alike start asking, “Where is the company’s investor relations on Twitter?”
Twitter Is Different for IR
Jumping on the Twitter bandwagon and establishing a corporate presence is a simple task. The most difficult part of the whole process might be chasing someone off of the username that is the company’s registered trademark.
Otherwise, creating a Twitter account with a username, and typing in sub-140 character messages is a no-brainer. Bragging about company achievements, talking up new products, sending out links to coupons, or even just reminding the business’ followers about the company are par for the course when it comes to business Twitter usage.
Unfortunately, for the Investor Relations Department things are not so easy. There are legal pitfalls to Twitter for business use, as well as regulatory requirements for publicly traded companies on Twitter. Don’t forget, that the whole Twitter business is moot if the tweets the company sends out don’t add up to the kind of Twitter feed that people follow. Between the prospect of getting the company in legal trouble, developing a robust following, responding to shareholder concerns in a fast-moving forum, and just coming up with something to say in the company’s tweets, can tie the most technically savvy IR department in knots.
Fortunately, Twitter for Investor Relations can be broken down into an easily manageable process that provides tangible benefits for the corporation, the shareholders, and IR. This guide provides a step-by-step plan to get a business Twitter strategy running quickly. After all, quick communication is what Twitter is all about.
Rules and Strategy Guide to Twitter for Business Investor Relations
1) – Tweet Officially
a) Link to Official Twitter Account – Don’t make shareholders or analysts guess about your intentions. If you are going to use Twitter or other social networks to communicate with shareholders and others, make it official. Have a link directly from the Investor Relations landing page to the IR Twitter account along with a statement that this is the official Twitter account for corporate IR news. You don’t have to explicitly say it, but the implication is that anything else out there on Twitter, is rumor, innuendo, or speculation from non-official sources.
b) Have a Specific Twitter Account For Investor Relations – Do not use an umbrella corporate Twitter account. Do not share a Twitter username with any other department or purpose other than Investor Relations. Any lawyer with 5 minutes of experience knows that the quickest way to defeat legal protections is to show examples where these were violated, ignored, or otherwise misused or unused. In other words, your carefully crafted disclaimers, tweets, and links will all be for naught if the marketing guys throw up even a single tweet with hyperbole that proves not every precaution to ensure all information posted on Twitter is accurate. Use an IR only account and include IR or some other identifier in its name.
2) Create A Disclaimer Specifically for Twitter – The temptation to just use one of the standard disclaimers for Twitter is understandable. However, Twitter is unlike any other form of communication already engaged in, and it needs its own disclaimer. Do include as much of the standard boilerplate disclaimers as necessary, but also include Twitter specific information.
3) Post Twitter Disclaimers – Immediately next to your link to the official Twitter account, place a Twitter disclaimer. There will actually be two Twitter disclaimers required. The first is the short and sweet one that goes with the official link to the official Twitter account. The second is the one that is as long as the lawyers want it to be. The last sentence of the short one should be an “important note” that this is only the quick disclaimer and a link to the full disclaimer.
4) Create Twitter Terms of Use or Twitter Terms and Conditions – Disclaimers are one thing. Terms or Conditions of usage are another. Draw up Twitter specific terms to help protect the company against mistakes. Wal-mart created a stir with its laundry list of terms, which it has relabeled as “Twitter Discussion Guidelines.” The provide an excellent starting point for creating Twitter TOS.
5) Require Acceptance of the TOS or TOC – The software industry pioneered the concept of forcing consumers to agree to something without actually asking. CDs or Floppy Disks came in envelopes that said by opening the envelope you agreed to a whole list of terms and conditions. U.S. Courts have repeatedly upheld these “contracts” as valid. Do the same thing for your Twitter account. Use the “Bio” section to include a sentence which states that following or reading the posts on Twitter constitute acceptance of your terms of use.
6) Accept Limitations on These Safety Features – Disclaimers and Terms and Conditions can go a long way toward shutting the door on many avenues of liability. However, what stands up against a tort claim in court, and what stands up against the actions of a governmental regulatory agency such as the SEC, are two very different things. However, do not neglect these important safeguards. For every avenue of attack the company eliminates, the less chance there is for something to “stick.” – Following the rest of this IR Twitter guide will help provide more legal and regulatory protection.
With official Twitter accounts, disclaimers, and terms in place, the company’s investor relations department has done everything it can reasonably be expected to do in order to protect the company from unforeseen Twitter liability issues. Now, investor relations is ready to Tweet. What to tweet and how to keep what IR posts on Twitter from causing trouble is the next piece of Twitter strategy to get into place. Getting the corporate IR Twitter posting strategy right is next.
Get our updates
 |