What started as a clerical error has come to my perspective as a defining statement of how Social Media will impact modern auto racing.
In December 2014, I learned of a new auto racing series: FIA Formula E. I became excited because this promised to be something different.
Despite growing up in Indiana amidst the glory of the Indianapolis 500 which dominates the state’s consciousness during the entire month of May, I became disinterested in auto racing after leaving college. Eventually I came to begrudge automobiles with gasoline engines because of the impact of the oil trade and growing impacts of global climate change.
As you’ve seen from my earlier posts, I drive a Plug-in Hybrid Electric Vehicle (PHEV) in an era where most people haven’t heard of it or can’t imagine it. The defining difference in Formula E is that the cars run completely on electricity. There is no gasoline to be found on the race track.
Formula E is an international series with many roots coming from the Formula 1 racing series. I don’t know many of the Formula 1 drivers or many of the international names in motor sports, I decided I would root for one of the American teams, a name I new from my youth.
Since the series is brand new, I want to help spread the word about it. I think it is a great new direction in racing and will help the future of transportation by developing better and more cost effective technologies for electric vehicles. It will address our dependance on foreign oil as well as domestic oil, which will help reduce carbon emissions and slow the effects of global climate change.
My first thought was to get a toy or a model of the new Formula E race car. All of the teams use the same car in this first season of the series. It is similar to a Formula 1 car or an Indy car, but different enough that people will ask about it. Then I can start a conversation with them about this new and exciting series. After looking on the FIA Formula E website and the team website, I didn’t find anything.
I asked them on Twitter for information about merchandise. My thought was they are just as interested in finding new fans as I was. The fans pay for the racing. More fans means more money and possibly more races in more locations. It will also attract new innovations and bring awareness to the growing maturity of electric vehicles.
After coming up empty I found that the race team I was supporting did offer to send me an autograph from my favorite driver if I sent them a self addressed stamped envelope. I found the envelopes. I found some cardboard to keep the returning photo from getting bent in the mail. I wrote a letter addressed to the driver asking, “May I have your autograph from the Formula E racing series?” And explained that I’m interested in electric vehicles and have known the team for many years.
I specifically called out the Formula E series in the first sentence of the letter because as a new series the drivers have experience in other racing series and I am only interested in Formula E so I can help them spread the word about the new series and them as drivers.
A few weeks pass over the holiday season. Then I receive my envelope in the mail. I’m excited because I’ll finally be able to showcase Formula E racing at the office, where there are others interested in hybrid and electric vehicles. I’m a little concerned when I notice that the envelope is rolled from the post office. Somehow my cardboard stiffener got misplaced in returning the signed photo. I’ll be able to put it in a frame and straighten that out.
Then I open it up and the photo is indeed from a different racing series that the driver had been part of. Curiously my letter was also in the envelope. It was pretty clear that my request never made it to the driver. It was processed by someone in the front office or PR department of the team, which is a large international racing team based in Indianapolis and competes in many different seres of racing.
Disappointed I put it aside. I actually had a second request to my backup driver from the same team out there. Maybe the team will make good with that request.
That night as I was trying to fall asleep, it kept coming back to me. It annoyed me that this could happen after making my request so clear in the first sentence of my letter. Finally I got out of bed, took a picture of the signed photo of the driver next to a car that isn’t Formula E and of my letter so you can read the first sentence calling out my request. I posted it to Twiter with the team’s Formula E twitter address the hashtag #fail and “I was hoping to promote the Formula E series at work. This isn’t the Renault Sparks electric car.”
Within hours the team replayed with “you didn’t ask us! But glad <driver> sent it to you ;)” They were right that I mailed my request to the larger team’s mailing address because that is all I could find on the website. I didn’t quite understand the comment thought because I sent the letter to the driver at the team’s only autograph request address and specifically asked for a Formula E related autograph. At the time the driver hadn’t sent me anything.
The driver was great. He followed me on Twitter and sent me a Direct Message. He apologized for the fail. He laughed and said it must have been from the team’s Indy office. He immediately sent a second message saying he was happy to sign a photo in the Formula E car and send it my way. I replied thanking him for his help. I was relieved because the earlier situation had made me consider switching my loyalties to a different team in the series.
Later that day I mentioned the situation to my sister. She mentioned that is sounded like a mistake in the PR department. She said that is disappointing since race teams rely on sponsorships. The PR departments shouldn’t be making this type of mistake. I thought about it and I wrote back to the driver that he should pass along to the front office that these types of mistakes could result in losing races.
One of the things that Formula E has integrated into the racing is Social Media. It is called the FanBoost. Prior to each race, fans vote for their favorite driver. The three drivers with the most votes are awarded the Fan Boost. During the race the driver can press a paddle on the steering wheel and this gives them 180 kW of energy over the 150 kW that is standard for the other drivers. It is an extra boost of energy that could help a driver get around another car and move up a position in the field. It isn’t going to be the only deciding factor in a race, however with the cars so equally matched, it could turn a second position into first. It could turn a fourth into a third and get a driver on the podium. It could turn an 11th into a 10th and earn points for that race.
Many racing purists don’t like this. They see it as a gimmick. They want races to be just about the drivers on the course. The problem I see with that is that racing today involves so much more than the driver and the car. It requires the crew to have the car set up properly. It requires the Team Manager to make hard decisions about strategy, like when to pit, where to make moves, and watch how other drivers are faring on the course. It is a whole team effort. FanBoost just made the fans part of the team and let them get involved with their favorite teams and drivers in a way never before seen in auto racing.
The FanBoost changes the role of the Public Relations department. They need to realize in Formula E, they are not the back office support staff that gets no recognition. When they do their job with world class excellence, their drivers win and they get even more recognition. Unlike any other racing series of the past, they have a key role in winning races. Formula E is not just a new car. It is a new way of racing for a new generation and the next big thing in transportation.
Returning to my tale. I’m feeling really good about the situation. We had a laugh about a minor error in the front office and everyone learned a lesson about how Formula E is going to be different. Hopefully this will help bring together all of the departments since they see how everyone contributes to putting drivers on the podium.
Well about a week later I see that the Formula E team posted a reply to me on Twitter. They said, “if you ask for Formula E in your letter specifically then you may get lucky.” with a smilie face and a thumbs up.
This really struck me as strange because while the photo is dark, you can read the first sentence of my original letter that does specifically ask for Formula E. I reshot the photo with better lighting and closer in on my original letter and the first sentence, “May I have your autograph from the Formula E racing series?” This time I was a bit more annoyed with the person behind the team Twitter account. I still believe this to be a PR person and I still believe they don’t understand their role in winning races. With an edge, I reply on twitter with the new photo and say, “Apparently, I’m not lucky. (Or the intern at the office can’t get past the first sentence.)”
Yes, I know. That wasn’t the nicest reply. I reciprocated their claim that I didn’t ask for Formula E in my letter. We’re both escalating our responses.
I then turned around in a couple minutes and replied with, “I’m curious to see what’s going to happen with my request for <the other driver>’s autograph ?”
And then as I twisted the knife, I replied with “Best Part: Instead of returning my cardboard to prevent bending the photo, they returned my letter proving they messed up.” You know, if they hadn’t sent my letter back to me I wouldn’t have been able to post the first exchange. I wouldn’t have gotten a laugh from the driver and the apology from him and his attempt to make things right for me. I would have switched teams right then. Instead they sent the letter which allow this whole thing to develop.
So this isn’t the end of the story. Yesterday I was talking with my sister. I told her this story and we had a bit of a laugh about it. She’s worked in customer service and public relations before. We both agreed that this was an unfortunate situation. We started coming up with ideas of what a world class PR department would do, whether FanBoost existed or not. One idea was to have a downloads section of the website. This would offer images and wall papers that people could use as their lock screen on their mobile phone or as their desktop image at home or in the office. How many other sports franchises charge their fans to purchase merchandise that leads to massive grass roots advertising campaigns? it is huge and downloadable wall papers and other items are free on both ends and a great way to get the word out about your team.
I decided today to get back on the websites and Twitter accounts and look for images posted that maybe I could use as a wallpaper at work or on my phone. First up was the team website. They have a section of all their drivers across the different racing series they compete in. Scroll to the bottom and there are no drivers listed for Formula E. I check the drivers’ twitter accounts, and there are no good photos for this type of use. Then I go to the team’s Twitter account. With over 5,000 followers, I realize that I’m not following them. I click the Follow button and am informed that I’ve been blocked by the user from following them. Yes, after that exchange, the team has decided that I’m too much trouble. Instead of apologizing (remember that only the driver has apologized for something he had no control over), they blocked me from following them on Twitter.

Final straw. I said I was thinking about switching teams after the wrong photo was sent. This clinched it. With that I’d like to say:
Good luck to the Virgin Racing Team. Sam Bird has done amazing things on the track. I’ll be voting for you in the FanBoost for the upcoming Miami race.
If you’re new to Formula E racing, check out the Virgin Racing website at
http://www.virginracing.com. It has some great information, personal videos, great photos. Within two-clicks you can get to an e-mail address where you can send in questions and comments about anything. You can find them @VirginRacingFE on Twitter.
As I’ve been reading up on Virgin Racing, I believe this is the only racing series that they are part of. It looks like Sir Richard Branson is supporting Formula E because it will drive innovation in the world of electric vehicles and new technologies that will take us beyond the fossil fuels of the 19th century. These are the reasons I became a Formula E fan. I’m proud to toss my hat in the ring with a team that has the right vision and world class attention to racing and the fans.