Have you heard about the marketing disaster happening in Rhode Island? It’s pretty bad, and it’s only getting worse. Instead of just recounting the disaster, let’s look at what happened, step by step, and point out the mistakes.
I assure you, we won’t do this to point fingers or tease, but rather to make it a teaching moment to help avoid similar setbacks in the future. Just in case you’re a state about to rebrand, and aren’t sure if you’ve got all your ducks in a row.
What happened first.
Rhode Island was set to invest approximately $5 million in a rebranding campaign. Naturally, they wanted to anchor the new direction around a central identity and theme. So they hired Milton Glaser, legendary designer and creator of the iconic ILoveNY theme and logo.
If you’re going to rebrand your state, and try to attract tourism, shouldn’t the creative come from a firm IN YOUR STATE? (Sure, there’s an argument to be made for going outside the borders…objectivity and all. But still.) Especially when you’ve got some pretty good agencies in the state, and one of the nation’s most respected and sought-after design schools in RISD.
What happened next.
Okay, so the new NYC-designed logo comes out (it’s pretty ok, I guess) along with the new NYC-written tagline (which I also think is pretty okay) and appears as part of a RI-agency-produced brand video to launch the new positioning.
Here’s the new logo with the tagline added:
And here’s the video:
Not easy to know unless you’re from Rhode Island, but apparently, there’s a scene in this video that is NOT shot in Rhode Island, but rather in Iceland. Yes, you read that right: Iceland. Probably a slip-up on the part of the editor…looking to put something “cool” in the video, he or she grabs a placeholder piece of stock footage of a skateboarder on a seaside pier doing some cool tricks. Unfortunately, the stock footage is shot in Iceland.
Stuff like this happens all the time, and unless some troll hadn’t pointed it out, no one would have noticed. But when you think of the essence of the assignment (to show off Rhode Island so people might become interested enough to visit,) it is kind of a big deal. I feel terrible for that kid.
Then the social media backlash happens.
Naturally, there are people out there who relish the schadenfreude, and go to great lengths for likes and shares. And boy did they have fun with this one. Here’s a particularly witty twitter post poking fun at the gaffe.
Others had fun with the tagline and logo, and went out of their way to kick poor RI when it was down, right in the first hours of what was supposed to be its coming-out party. Ugh.
Then some really kooky stuff happens.
Amid the social media feeding frenzy, Betsy Wall, the CMO of the state (yeah, I didn’t know they had those either,) resigns amid the turmoil caused by the whole thing. This, despite having done her due diligence and run market research to uncover that the “cooler and warmer” tagline was the best (evidence-based) direction to take.
Then – are you sitting down? – the governor (yes, you read that right,) steps in and SCRAPS the tagline. For reals. And then (I’m serious, it gets worse,) is opening a studio and inviting the public to come and play with the logo to make it their own. The public. To play. With. The. Logo.
Sidebar: the state also recouped more than $120,000 from Havas (the PR agency) and IndieWhip (the agency that developed the video.)
MISTAKES # 3 through 1000:
Listen, I’m all in favor of crowdsourcing. But never, ever, EVER invite the public in to do the work of a professional. Madam Governor, you wouldn’t invite the public in to play around with your insides while you were having surgery, would you? No, because that’s the work of highly skilled, highly trained and highly experienced professionals. And so it is with the work of crafting identity, artwork and marketing messages.
In retrospect, we might assert that Rhode Island should have sucked it up and put its big-boy pants on and told the Twittersphere to piss off and deal with it. The tagline is kinda cool. The logo is meh, but it’s meh from Milton Glaser, so it’s better than most others might have developed on an off day.
And the truth is that a brand is more than simply its identity and its tagline. A brand is a cumulative sum of experiences and formed perceptions and continued delivery on a promise. It takes time and careful interaction to blossom, and it looks like Rhode Island simply ripped it out of the ground before it had a chance to grow into something tangible, and maybe even beautiful.