All of the meat processing companies have been slow to grapple with the growing pink-slime hullabaloo, even though there doesn’t seem to be much evidence that their products are particularly unhealthy, said Bill Marler, a Seattle lawyer who specializes in food safety and food poisoning cases.”My only complaint about this product is I think they could have been more up-front with the public,” Marler said. “When companies are not open about what their product is and what it contains, positive and negative, people get concerned and assume the worst.”
The meat industry failed itself by not staying abreast of social media and online forums for signs of trouble, said Jonathan Bernstein of Bernstein Crisis Management in Sierra Madre.
“They lost control of the message,” he said. “Perception is everything. If enough people perceive that something is wrong, it’s wrong. Reassurances that something’s safe from groups that are now distrusted are useless at this point.”
In essence, the social Web, and all the tools and services it continues to spawn, has forever changed the game. There are PR firms that will adapt to meet the growing mass-market demand for Internet-based expertise and service, and there are many that will not.
So here’s an updated look at 10 PR trends driving the revolution, from PR 20/20 Blog.
“2010 was remarkable for its series of public gaffes made by CEOs and other leaders that shattered organizations, share price, job tenure, coastlines, and even religious tolerance,” says reputation, crisis, and marketing advisor Davia Temin, CEO of Temin and Company. “In 2011, we can learn from their mistakes in order to protect our own reputations.”
“Of course,” she adds, “one way to never need to protect your reputation is to live a totally invisible and blameless life – but most leaders who wish to accomplish something significant are visible, and do make mistakes. So, culled from 25 years working in the field of reputation and crisis management at the highest levels, and seeing almost every gaffe imaginable, here are my top 10 ways for leaders to protect their reputations – and their legacies – in 2011.”
- There is no such thing as privacy anymore. Act as if your every action, every email, every conversation will be observed and judged. From WikiLeaks posting tens of thousands of confidential diplomatic wires to Fabrice Tourre’s midnight emails; from Mark Hurd’s exaggerated expense accounts at HP and Tony Hayward’s exhausted plea that he wanted “his life back” to video cameras positioned on every corner and private acts caught and posted on YouTube, almost everything is discoverable today. So, begin to factor this into your every communication and action. Remember, it might all come back to haunt you, and what you have said or done might not be interpreted generously by your critics!
- If you do err, apologize. People’s anger is fueled when an organization, or an individual, minimizes or refuses to acknowledge a mistake. In fact, research has found the corollary is true as well: a heartfelt admission of a mistake can make the public look on you more kindly. Doctors are now told that their chances of being sued over medical errors are far reduced if they “‘fess up,” and apologize to their patients or their patients’ families, instead of stonewalling. One must know how to do this correctly, however. A misstep can be worse than no comment at all.
- But, do not let a lie stand, if you can help it. In today’s 25/8 communications world, misconceptions travel and multiply at the speed of electrons, especially if they are fueled by competitors or enemies. In fact, more often than not, the truth means little when pitted against conventional wisdom or whipped up misperception. So, monitor what is being said about you and your organization in real time. And, if lies or misconceptions surface, fight back strategically with the truth whenever you can. Set the record straight tirelessly in person, in print, broadcast, and on the web, if you feel you are being maligned or misinterpreted. This is tough to do, but you can use the world of social media to help you rebut falsehoods, as long as you do this wisely.
- That said, you need to know when to be silent, and how to control your impulsive reactions. When you are under scurrilous, personal, “ad hominem” attacks – baseless and full of lies – it can make you crazy. But do not give in to the temptation to lash back publicly right away, or shoot from the hip. It is better to be quiet and deliberate first. Sometimes you cannot defend against the indefensible, and to protest only makes you look guilty. There are times when it is best to go radio silent until an irrational storm dies down. Then, plan your strategy for a comeback.
- When you do respond, make sure to get your messaging pitch perfect, and then stick to it…over and over and over again. Don’t be provoked into saying too much, or going off message – in certain climates that is bound to be misinterpreted. Truthfulness and transparency are crucial, but rambling, pointless, “ready, fire, aim” comments or reactions can be dangerous.
Clearly, there are basic ‘hygiene’ factors that companies need from their comms people: strong written/verbal skills; excellent conversational and presentation skills; an eye for design; awareness of communication technology trends and corresponding audience reach strategies.
However, a good PRO will always stand out on a number of more complex, intuitive and leadership levels and I would proffer the following attributes:
1) Acts as strategic and trusted advisor to the leadership team (including the CEO, CFO and commercial and functional heads); contributes with authority to strategic corporate discussion and works on his/her track record to be viewed as a contributing equal;
2) Through accumulated insight and marketplace persceptiveness, may be in a truly unique position within any organisation to ‘Bring the Outside World’ in to corporate thinking, ensuring sound future governance and guiding strategies that help protect any company’s future ‘Licence to Operate’ in the open, global marketplace;
3) Is an astute and credible diplomat, able to navigate elegantly through all layers and across all organisational silos to inform, to encourage collaborative thinking and to galvanise operational solutions to any issues or opportunities faced by a company in its public and employee dealings;
4) Intuitively understands and bridges the interdependency between internal and external reputation and has astute command of the theory and tools/practice of its delivery;
What attributes would you add to this list?
Yes, press releases still matter in the digital age. And while SEO helps broaden the digital footprint for your release these days—there are still fundamentals that can NOT be overlooked if you want to see pick up from those who matter. Even so, too many in PR are still sending out releases that miss the mark. Here’s how to make sure that yours never fail to fail:
- APPEAL only to the vanity and ego of your boss/CEO/client, etc.
- NEVER consider your audience—the news media, potential customers, current clients, etc.
- CONFUSE. Right at the start, no reader should have any idea what you’re talking about. This shows profundity and complexity of thought.
- NEVER proofread or use spell-check. Typoes keep the the media on they’re toes. As do bad grammer.
- A “NEWS” release is not a news story; it’s an ad. Brag from start to finish. Avoid information.
- PUMP UP the buzzwords. When you pepper your release with phrases like “end-to-end ROI,” “scale visionary initiatives,” and “drive transparent paradigms,” you’re cookin’!
- INFLATE a brief announcement into 1,000 words. For unusual creativity, shrink an important story into a few opaque sentences.
- NEVER cite objective outsiders like customers, analysts, researchers, etc. Use lots of long, windy quotes from company insiders—from the CEO to the parking attendant.
The story of reputation management in a crisis is fairly common: a businesses finds themselves in the center of a controversy spinning out of control on the web.
The generally begins with an executive who happily fell asleep one night, only to awake the next morning with dozens of emails in the inbox and a team anxiously awaiting a “master plan” that will save them. The executive finds themselves wasting valuable time researching facts they should have known, trying to educate themselves on basic best practices, and hesitating to take action due to a fundamental lack of understanding.
This article takes a good look at why real reputation management is not just SEO, but an integrated and holistic communication strategy that ties into multiple parts of a business. By examining questions regarding reputation management to avoid a crisis elements, a business can have a healthy and positive online footprint that grows into a strong business asset.
REMEMBER, In a crisis, the simplest actions become the most important ones.
While this exercise is written for a larger organization, all of the questions leading towards a good reputation management plan are valid regardless of whether your company has $25k or $500m in revenue.
via barryhurd.com
The story of reputation management in a crisis is fairly common: a businesses finds themselves in the center of a controversy spinning out of control on the web.
The generally begins with an executive who happily fell asleep one night, only to awake the next morning with dozens of emails in the inbox and a team anxiously awaiting a “master plan” that will save them. The executive finds themselves wasting valuable time researching facts they should have known, trying to educate themselves on basic best practices, and hesitating to take action due to a fundamental lack of understanding.This article takes a good look at why real reputation management is not just SEO, but an integrated and holistic communication strategy that ties into multiple parts of a business. By examining questions regarding reputation management to avoid a crisis elements, a business can have a healthy and positive online footprint that grows into a strong business asset.
REMEMBER
In a crisis, the simplest actions become the most important ones.While this exercise is written for a larger organization, all of the questions leading towards a good reputation management plan are valid regardless of whether your company has $25k or $500m in revenue.
via barryhurd.com
Since last year’s students liked the exercise, students in the Spring 2006 Journalism 331 class, Public Relations Techniques, at the University of Maryland University College were asked what PR programs deserved top honors in their eyes. Here are some interesting case overviews from that class.
Student Nghi Nguyen touted the social responsibility and community relations efforts by McDonald’s and particularly “its involvement with the World Children’s Day event every year. McDonald would join force with musicians to raise money for children around the world.” Nghi made the point that while the company — with others — is being constantly being tied to child and adult obesity in the world, they really do a great deal to help poverty in the world and its effect on children. The discussion that ensued with classmates generated nothing but positive comments about Ronald McDonald Charities and Ronald McDonald House.
Fast forward to sports. Student Nikki Taber hails from Detroit and pointed out to her classmates that the City’s reputation has been less than stellar, thanks to portrayals such as Eminem’s movie “Eight Mile.” However, things all changed when Detroit hosted this year’s Super Bowl. Beyond the success of the event itself, it was an opportunity to “report great things about Detroit.” Nikki described the efforts this way: “The Detroit Regional Chamber hosted a media party before the Super Bowl in an effort to introduce journalists, and media professionals from the sports, entertainment and business industries to Detroit. The event took place at Detroit’s Fox Theatre, and Detroit Regional Chamber President and CEO, Richard E. Blouse Jr. touted what was great about the city.” One attendee said, “The image painted of Detroit was one of rebirth, rebuilding, and that Detroit was the place to be.” Among other events, Detroit held a snow festival downtown the week leading up to the Super. Nikki said, “We had NO snow, they had to make it and truck it in. Then we got crazy heavy snow, and everyone was scared things would get bad, but it turned to be great. Detroit has never been better looking, at least not in my lifetime!” One of Nikki’s classmates, Jason Mcdonald offered the Detroit Super Bowl website http://www.sbxl.org. There, he said, a reader could find an article from the Detroit Free Press. “The article is about Roger Penske and his desire to continue the improvements made for the Super Bowl. He feels that getting ready for the Super Bowl was a milestone to make the city better and that everyone needs to keep moving ahead with improvement initiatives. It appears that this PR campaign is not over.
Student Tanya Ramey had kudos for the National Heart, Lung, and Blood Institute of the National Institutes of Health for launching The Heart Truth, a national awareness campaign for women about heart disease. The Heart Truth is behind the National Wear Red Day (this year observed on February 3rd.) Tanya wrote: “National Wear Red Day is held on the first Friday in February and was first observed in 2004. On this day, women and men across the country are encouraged to wear red to alert women about their risk of heart disease. The NHLBI makes it easy for anyone to participate by providing suggestions and materials such as brochures, banners, fact sheets, and radio/print public service announcements that will aid in promoting awareness. They are available for downloading at http://www.nhlbi.nih.gov/health/hearttruth/. Heart disease is the #1 killer of American women. While the campaign’s (Ogilvy PR) aim is primarily targeted at women ages 40 to 60, heart disease can start at any age. The sooner a female is aware of that fact, the sooner she can take action to improve her health and quality of life. I don’t believe it is a coincidence that I received an e-mail today that read: Following a low-fat diet late in life fails to lower the risk of cancer and heart disease in older women, a large government study finds.”
Student Melissa Austria, feels that organizations that use fundraising to help promote their businesses but also help the community deserve an award for best practice!
This sort of persuasive public relations can help create a bond or relationship with the public or community. She used the aftermath of Hurricane Katrina as an example. She wrote: “During my internship at Fox News, we had a chef come in from a restaurant from Tysons II. He cooked an appetizer as well as a main meal but he also told us that the restaurant would be donating money to Katrina victims that weekend. The money would help victims by providing them with clothes and their children would be given school supplies. In Virginia Beach, my friend told my that he would be working at a nightclub and they would also be raising money for the Katrina victims. This helped attract more people to the club and brought the public together.” Marketing for a cause. Now, not all of her classmates agreed. Some felt this was an example of charity and not persuasive PR and opted instead to laud the efforts of organizations that brought true relief to the region. I say, there’s room for both. The fundraising of smaller organizations such as these, perhaps frustrated as to how they might help, was often funneled through the larger organizations delivering direct relief, such as the Red Cross.
Student Jason Mcdonald went straight to his textbook,“Effective Public Communications, Ninth Edition” by Cutlip, Center and Broom to find his nominee for Best Practice. “In the text (pp. 88-90), the authors write about the beginnings of America and some of the successful and persuasive public relations campaigns conducted by our founders,” Jason wrote. “The authors detail six techniques (now common in public relations strategies) that John Adams and his fellow revolutionaries used to convince their compatriots that revolution and separation from England were necessary:
1. They developed organizations to conduct effective public relations campaigns (Sons of Liberty and the Committees of Correspondence).
2. They used symbols to represent ideals designed to trigger patriotic and revolutionary emotions (the Liberty Tree).
3. They used slogans (“Taxation without representation is tyranny”).
4. They staged events to gain attention for their causes (the Boston Tea Party).
5. They ensured that their side of a story was in the public before the other side to gain acceptance (the Boston Massacre).
6. They saturated the community through their communication channels to instill new ideas in those who received their messages.”
Jason continued: “All of these were pivotal in turning the hearts and minds of other Americans against the British Crown to gain liberty. Imagine that anyone who agreed with the revolutionary propagandists was a traitor to the crown and risked their honor, fortune, security and life for subscribing to the traitorous ideals proposed by our founders. Yet, our founders were persuasive enough with their techniques that many joined the revolutionary cause.”
Student Luann Stubbs nominatedPopulation Connection and, specifically, their award-winning “dot” video. She wrote: “This group has been in existence for about 40 years, initially as ZPG, (Zero Population Growth), and aims to educate and influence people on the connection between our many social, economic, and environmental problems and overpopulation. The group changed their name in May 2002…They concentrate their efforts on education, information dissemination, and lobbying. The group seems to be highly ethical (you can view their complete financial statement and even their tax return from their web site http://www.populationconnection.org), with an all-volunteer board of directors. They have resources for teachers, advocates, campus activists, and journalists, including an email address and phone number. Educational, promotional, and training materials are available. The web site also offers fact sheets and current world and U.S. population figures. A legislative guide and action network is another important part of the website, as part of their attempt to educate and persuade politicians and the general public to limit population growth. But I believe by far their most persuasive material is their ‘dot’ video, that illustrates the growth of world population using a world map and dots of population added over a time progression.”
Student Amy Henry nominated the Declare Yourself campaign, meant to persuade young people to vote in the 2004 elections. This campaign won a PRSA Silver Anvil Award from in 2005. Amy wrote: “I am nominating this campaign because it brilliantly utilized all forms of media to try to empower, educate, and motivate their target public. The project was a partnership between entertainment, media, technology, and education to stress the importance of voting and civic involvement. Some of their efforts included a Declaration of Independence Road Trip (a 50-city tour that included a multi-media exhibit explaining the document’s significance); a live spoken word tour of multi-ethnic artists; a TV special and concert tour with popular musicians; slick PSA’s featuring well known actors, fashion icons, intellectuals, and musicians; a web site that provided voter registration forms, absentee ballots, a polling place locator and political news; a 20-minute film starring comedy actors to be shown to high school seniors during school-complete with a discussion guide for teachers; voter education booklets; and newspaper inserts for high schools.
Student Kristin Wasilewski also picked a campaign related to getting out the vote. She wrote that the Foundation of Women Executives in Public Relations presents The Crystal Obelisk Awards for Social Responsibility annually. In 2005, the award for profit campaign under $100,000 was Ben & Jerry’s partnered campaign with Rock the Vote. This campaign was used to persuade young Americans to register to vote in the 2004 Presidential election. Included in the campaign was a chance to name the new Ben & Jerry’s ice cream flavor. After young Americans registered to vote, they would also be registered to vote for the name of the new flavor. The voters registered at the New Hampshire primary and also at Ben & Jerry’s annual Free Cone Day. The results of this campaign included over 365,000 people voting on the final flavor name, and Primary Berry Graham getting the nod. http://www.wepr.org/awards_winners.asp
Student Allison Martyn selected two local campaigns. The first was a small local contracting company called Wichita Roofing and Remodeling. It’s a 13-year old company and pretty well established in the Wichita area. However, it was nothing unusual or special until October 2005, when they were chosen to be the contractor for a local project on ‘Extreme Makeover: Home Edition.’ Wow, what amazing publicity they received! Of course the project was huge news here and filled the local newspaper and TV news, as expected What I’ve been impressed with is what they’ve done since then. They sponsored a watch party at a local theater the night the episode aired, they invested in some commercials highlighting their involvement in the show, and
they are planning a huge presentation at the Wichita Home & Garden show next weekend. They took the media attention they got from the show and have really kept it going. Now everyone knows who they are.
“The second is another local company, a car dealership called Davis Moore. They have several locations and sell both new and used vehicles of many different makes. What is unusual about them is they don’t spend their budget on advertising. Instead, they run a public safety campaign. They run a lot of commercials, but they are all about vehicle safety — buckling up, proper
installation of child seats, the importance of following the speed limits. A local child was killed when he leaned on a rocker-style window switch in a parked car and the window closed on his neck. They started a fund for the family and petition to automakers to eliminate the rocker-style switches that can be dangerous to children. As a result they have painted themselves as a community-oriented friendly car dealer that you should trust. Their name is synonymous with safety in most people’s minds, a key factor when purchasing your next family car!”
- Make a list of critical vs. non-critical activities. As in, which ones will impact my customers and the current or future survival of my business? Then, focus only on those essential activities. Eliminate, delegate, or postpone everything else.For me, that meant I cancelled a bunch of non-essential social, community and volunteer activities. This is a great way to find out what you’re really, truly passionate and energized about. I found I easily ditched my boring Dreamweaver course but nothing was going to get between me and my djembe drumming class (great therapy!).
- Figure out what you can reasonably do and what you can’t, with the understanding that you need to get some rest and take extra care of yourself during a stressful time. I had over a thousand emails/alerts in my inbox, most of them to satisfy my endless cravings for information. Without mercy, I deleted everything that didn’t require action.
- Set expectations up front. For me, clients consistently identify reliability as one of my core brand attributes. While waiting for hours in the hospital, I sent each of my key clients (and suppliers) a personalized but brief note. I let them know I had a family situation and that I expected to meet my deadlines, but there was a small chance I may need a bit of extra time. All thanked me for letting them know. Turns out I met every deadline.
- Be authentic (but not needy). Many of my client and peer relationships have turned into valued friendships. People in my network genuinely wanted to know how I was doing. Although it would’ve been easy, I refrained from giving them an aloof, conversation-closing “everything’s fine.” I showed them the real me and shared what I truly felt – fear, hope, exhaustion, gratitude, imperfection. In less than 30 words (they want to know you’re OK, but enough already).
- Ask for help from your support system. It doesn’t need to be big. It doesn’t need to be lasagne. Despite my fierce need for independence, I asked my mastermind group, my friends and some of my close clients to send their positive, healing thoughts, if they were so inclined. They were grateful to feel like they could help. I was grateful to feel supported. Strangely, it made us all a little closer.
Following are seven steps that provide guidance on mitigating existing risks–including reputation risks, risks of using social media for candidate screening and employee termination, the risk of virus attacks, and the risk of employees making company information public.Mitigating the risks
None of the myriad risks associated with social media use can be eliminated completely. But taking a thoughtful and structured approach to understanding and assessing the risks and then developing and implementing a comprehensive plan will reduce a bank’s susceptibility. To deploy an effective social media risk management strategy, we recommend banks take the following actions.
1. Engage a multidisciplinary team. Social media is not just an IT or marketing problem.Since social media activity affects a wide range of functions, an effective strategy brings together senior representatives from Human Resources, Legal, Information Technology, Marketing, Risk Management, Public Relations, Compliance, and any other affected functions.Assigning a project or program manager will help to track and maintain the team’s progress.2. Document current and intended social media use. The multidisciplinary team’s first order of business should be to document how each department currently uses social media and how it intends to use it in the future.It’s up to the multidisciplinary team to use the bank’s overall strategy as a guide to determine which types of social media use align with organizational objectives. The team then establishes how the bank–including its employees, recruiters, marketers, and IT department–will use and be affected by social media. Having multiple people involved in making these decisions can present a challenge, but having one person responsible for the execution of the social media strategy–and having the support of senior management–will move this process along more quickly.3. Perform a risk assessment. Before the multidisciplinary team can even consider safeguards and controls, it must identify and quantify the various risks associated with social media use.This risk assessment takes into account the likelihood and potential damage resulting from occurrences such as employee defamation of the bank, its products, or its leadership–as well as any other risks to which social media use exposes a bank. The risk assessment also involves identifying the controls that are already in place, which could be mitigating a portion of the risk. To help prioritize the most significant risks, a bank can determine the sufficiency of these controls and work them into an overall residual risk rating.
Crisis management requires more than an apologetic press release or a CEO’s disingenuous appearance on CNN.
News goes viral in a flash. Companies must be ready to respond to disasters swiftly and decisively, using all platforms to communicate with the public.
Most importantly, companies that make mistakes must sincerely accept responsibility for their actions — not distance themselves from them.
There’s no cure-all method to remedy company crises, but there are lessons to be learned from past successes. Here are examples of nine companies that saved themselves — and their precious brands — in the most dire of situations.
25 years? $1 billion? And still no “cure?” That depends on what your definition of “cure” is.
There are many definitions for CURE and Susan G. Komen for the Cure (the new name) has been at the forefront of the cure for breast cancer around the world.
The Susan G. Komen Breast Cancer Foundation and its famous fundraising circuit Race for the Cure® have taken on a new name and new look this week (beginning Jan. 22), along with a renewed commitment to raise an ADDITIONAL $1 billion for the cause in the next decade.
Thumbs up for their renewed PROMISE: “To save lives and end breast cancer forever by empowering people, ensuring quality care for all and energizing science to find the cures. “
Thumbs up for how they are handling the rollout of the new brand. The PR and advertising campaign this week shows that Komen has been and will continue to be the icon of the breast cancer movement and the “go to” resource for people affected by breast cancer.
From a public and media relations standpoint, there’s so much to review in so little space!! Let’s get on with it!
FOR THE PUBLIC —
There was Susan G. Komen for the Cure founder Nancy G. Brinker sitting with First Lady Laura Bush during the State of the Union Address Tuesday night to hear the important health care elements of the President’s speech.
A national satellite television media tour featuring founder Nancy Brinker, as well as a national radio media tour with Dwight Randle, Komen’s senior scientific advisor, all airing January 25th.
There was the viral email sent through Affiliates (chapters) and forwarded on and on to friends, donors, relatives and anyone who might care about the cause. Thousands on thousands of people are sending this around the world as you read this!! The text reads, with graphics:
Hi friends…
I made a promise – and you can too.
In 1982, the Susan G. Komen Breast Cancer Foundation started with a promise between two sisters. This year, our 25th anniversary, we are shifting into another gear, recommitting to finally, once and for all, finish what we started. Susan G. Komen for the Cure: new name, new logo, same promise – to end breast cancer forever.
There are big, bold changes coming. In fact, Komen for the Cure is dedicating this year to engaging our grassroots network of survivors and activists – the largest in the world – in a yearlong program of special events and initiatives, designed to help discover and deliver the cures. I invite you to join me and get inspired by viewing this special video message and promising to pass it on to your friends:
The video message will take you to http://www.25komen.org. There you will be able to create your own Promise Circle – a motivating online network of family and friends joining you in Komen’s breast cancer movement. Pass it on and watch it grow!
Share the story and show that you’re part of the promise by purchasing a set of Komen Promise Rings and passing one on to a friend. One to wear and one to share! View the video message, visit http://www.25komen.org, and find out how you can help fund breast cancer research and community outreach programs by sharing a Promise Ring.
Please join me in igniting the promise!
There is a terrific microsite with moving, talking people at http://www.25komen.org. A microsite is “an online destination — separate from an organization’s main web site — that has a distinct URL and delivers focused, relevant content about a specific product or service.” (Mark Walsh, OMMA Magazine, January 2007, pg. 7) People can sign on to create their own “circle.”
Significant national advertising in such media as People magazine with a focus on major metropolitan areas.
FOR INSIDERS —
“Brand Ambassador” training began in July with confidentiality agreements assuring the Brand could be launched dramatically in January.
No hunting for new BRAND guidelines, fonts, colors or logo templates. User-friendly Brand Central has it all and an easy-to-use poster with common elements can be hung on the wall.
Their Promise Week toolkit contains a hard copy and CD with an activation plan and ideas, a letter for media partners, a sample media advisory, a promotional sale item, and more.
The overall Promise Week message is bold and strong…and that’s not only coming from me as a PR professional but as a 20-year breast cancer survivor. One page of the newly designed website reads:
“Komen at 25 — Walking the Walk —
With plans to invest $1 billion in breast cancer research and community health and education programs in the next 10 years, we’re putting our money where our mouth is.
And our time. And our people. And our voices. 2007 will be a brash, bold, unforgettable year in the history of the breast cancer movement and Komen for the Cure will be leading the charge.”
Visit the microsite at: http://cms.komen.org/komen/AboutUs/Komenat25/index.htm
Did you happen to catch the Mary Thompson piece on CNBC business news on December 23 talking about the Starbucks campaign where they were using “unconventional and surprising ways to connect with consumers…” ???? Maybe it is guerrilla marketing at its best but she reported about Starbucks giving out 100 $5 gift certificates to people they saw being good Samaritans on the street. The people would tell the driver of a vehicle that he had left his coffee on the roof. “Happy Holiday’s from Starbucks!” the good Samaritans were told, before they realized the cup had been permanently affixed.
Staged, yes. But it got attention on the street, started a flurry of talk, was furiously blogged about, and was caught over and again by the mainstream media.
And they apparently always have folks smelling their coffee, because “positive, memorable aromas make people smile,” she reported. She ended by saying, “Tongues are wagging inside and outside this coffee klatch.”
So, do you think these tactics help or hurt a business image?
In the October 5 edition of the New York Times, Julie Bosman wrote that the “curiously strong” Altoid mints were facing possible branding issues in the company’s move to “shutter the factory in Bridgend, Wales and transfer production to its plant in Chattanooga, Tennessee.”
One might say that was a curiously strong move on the part of owners Wm. Wrigley and Co., since the candy had been marketed with its old world British origins since being introduced to the U.S. in 1918. The antique looking metal tins include the words “Made in Great Britain.” Even the online encyclopedia Wikipedia is out-of-step, noting: “Altoids are produced in Britain by Callard & Bowser-Suchard.” Wikipedia shows that “The history of Altoids actually dates back to the reign of King George III. The brand was created by a London-based Smith & Company in the 1780s but eventually became part of the Callard & Bowser company in the 1800s.”
Some brand and identity folks say that this is a shift in how Altoids defines itself, with them going after a reputation as being a very different breath changer, rather than an old candy dating back to King George. For those of you who don’t know, Altoid ads began as early as 1920, touting the confection as “an antidote to poisons in the stomach. One or two taken after meals will stop poisonous fementation.” http://www.altoids.com/index.aspx?area=about
Others think the shift in Altoids production won’t matter. Still others say, it’s only the mint flavors that have stayed in the UK and all other flavors are exported to the U.S. and other places, anyway.
If one peruses the Altoids web site, it’s all about fun and prominently displays a contest regarding the “Tin Million Uses/One Metal Box” for the Altoids’ tin. And the last line on the home page reads that they are still made in Great Britain. Hmmmmm…
For the person studying related image risks of products moving to the U.S. from the far corners of the world, Bosman’s article is worth looking up. She analyzes similar moves by Lowenbrau toMiller Brewing Co. to Labatt, Jaguar to Ford Motor Co., Saturn to GM, Foster’s to Molson and more. These cases might be fun for you public relations professors such as myself out there.
Bosman also notes at least two successes, however — BMW’s connection to German engineering, and Armani’s connection to Italian fashion. Does it really matter when you really love a brand? After all, what do you really know, or care about, the origins of Kikkoman soy sauce or Haagen-Dazs ice cream?
BP – beyond petroleum — advertises in full-page spreads that “Actions matter, not words.” What caught my eye was the word “believe” in huge black type with yellow background.
Could all of our organizations benefit by ascribing to this pledge in our image advertising?! But excuse me. I digress.
Now, I first saw this BP advertisement a few weeks ago. Today, their actions are front page news.
The ad goes on to say, “That’s why BP has accelerated its actions to improve the operational integrity, safety, environmental performance and monitoring of its U.S. operations. BP will spend about $7 billion over the next four years to upgrade all aspects of safety at its U.S. refineries and repair and replace pipelines in Alaska. BP’s commitment goes further. Over the next five years, BP expects to invest around $30 billion in the U.S., allowing its more than 35,000 U.S. employees to help provide safe, reliable energy for the U.S., while increasing alternative energy options for the future. If you would like to know more about the actions we are taking to live up to BP values, please visit us at bp.com/valuesandactions.”
Good step. But 6 months after they were blamed for a huge oil spill? Today, all of this is hot news again and if you ask me, BP isn’t looking like the good guy.
http://www.comcast.net/news/index.jsp?cat=GENERAL&fn=/2006/08/07/450327.html&cvqh=itn_bp
Their website explains:
“BP Exploration Alaska acts in response to small spill, unexpectedly severe corrosion from a Prudhoe Bay oil transit line.
I asked the students in my online Public Relations Techniques class, University of Maryland University College, to select some of the best examples of persuasive public relations that they felt measured up to “Best Practice” level. Here are some of the winners they chose:
Susan Hollman likes Amazon.com’s “Holiday A-List Campaign.” It won a PRSA Silver Anvil award. Susan wrote that “Amazon.com and UTA Dobbin Bolgla won this award in 2004 for a promotion in 2003 … The campaign was based on prior knowledge gleaned from research that indicated that customers like to get ‘celebrity promotions that incorporate exclusive content.’ A prior online event with messages from singers such as Madonna and Seal, were both successful with customers and with gaining unearned media. The budget covered the agency fees. All additional media coverage was unearned through articles, celebrity websites, etc. The celebrities provided the online messages at no cost, including a video concert by the Foo Fighters. All participants got free publicity and promotion of their products. Even publishers were involved in some cases, providing extra copies of books to Amazon.com to meet the anticipated increased demand. A real win-win situation. When the campaign was evaluated, these were some of the highlights that make me feel this campaign was a PR best practice.
-Participating celebrities agreed they would do it again.
-There were in excess of 157 million media impressions.
-Sales and site hits increased and Amazon had its “best holiday season.”
-The featured products all had sales spikes when they were highlighted during the campaign.
Kimberlie Payne cited Sears Roebuck& Co. She wrote: “For the past seven years Sears Roebuck & Co. has produced a free calendar for its customers commemorating Black History month. According to a recent press release at prnewswire.com, Sears announces that it is ‘proud to celebrate African-American history and culture through an original keepsake calendar distributed to nearly two million customers free of charge at its stores nationwide now through February.’ Since the 1990’s ‘Softer Side of Sears’ campaign, the company has been continually re-vamping and re-energizing its hardware-only image. To add to its widening clientele and to demonstrate social awareness, Sears is reaching out to its publics again in order to persuade them to view the company as a diversified and culturally open place to work and shop. ‘Every year we look forward to creating a new and meaningful calendar that demonstrates to our customers that we not only value African-American culture, but that we also celebrate it across our entire company,’ (prnewswire.com).
Mark Hurst admires the Tide laundry detergent brand. “I began to notice the company’s commitment to public relations while watching a Christmas special this past holiday season. The company sponsored a children’s movie on one of the major cable networks and used the movie to promote its own public relations campaign. During the movie, the first commercial of every series was a Tide commercial that featured a running animated story of a small-town event that was being threatened by an unforeseen snowstorm. The story was beautifully animated and beautifully crafted. In each sequence, a new family was introduced (usually from a different social demographic) and clothes played a prominent role in their family story. An animated box of Tide was always subtly placed to catch the viewer’s eye…At the end of the story, the big event turned out to be a clothing drive for underprivileged families. Of course, the story had a warm, feel-good ending and Tide used this ending to announce their own clothing drive for underprivileged families.
Tide has recently announced a new, socially responsible product line called ‘Cold Water Tide.’ This product is designed to save energy by cleaning clothes effectively using only cold water. As public awareness of the global warming crisis continues to rise, Tide is certain to garner plenty of free media attention by developing a product line that can help to ‘Turn the Tide’ of global warming. To make the product introduction interesting to consumers, Tide has developed a website, http://www.tide.com/tidecoldwater/challenge.jhtml where they invite consumers to ‘Take the Coldwater Challenge.’ By logging in and sending the link to their friends, consumers can track the impact they’ve had on the environment (through social networking) on a prominently displayed map that displays the location of people who have read their note. Tide has a built-in calculator on their website that allows families to calculate how much money they will save by using Coldwater Tide. Again, Tide is coming to the aid of poor families by prominently announcing that it will donate $100,000 to the National Fuel Funds Network — an organization that provides money for low-income families to pay their energy bills. The challenge seems to be working. So far, about a half million Americans have taken the ‘Tide Cold Water Challenge.’ For this latest campaign to help raise social awareness of the global warming problem (and also to improve the company image), Tide gets my nomination as an example of a PR Best Practice.”
Paul Hill likes SNAPPLE. In a combination of advertising and PR, Snapple latched onto an idea to solicit customer letters. The idea was the brainchild of the PR department at Kirschenbaum & Bond. “The phenomenon behind this Big Idea is that people want ownership of Snapple and they are willing to write to the company about their relationship with this drink. The first unsolicited letters related how the writers felt — that they discovered it, they want to own it, and they are driven to share the news with others. The letters gave the agency an idea for a campaign based on a Snapple employee named Wendy who receives the letters, reads them, and responds to them. The campaign features real letters from real people who have tried the beverage and love it. The television production crews travel to these people’s hometowns and film them there–a technique which could backfire when you put untrained performers on camera, or could be a stroke of genius if they project an infectious enthusiasm, as has happened. The filming also becomes a publicity event at the local level because the company involves the community in the release of the commercials. This incredible relationship evolved to the point that Snapple eventually was receiving some 20 boxes of letters a month.”
Elizabeth Henderson is impressed about how Jack In the Box restaurants turned their image around after an e-coli scare. “They are now known as a leader in food safety. Most other fast food chains followed the lead of Jack In the Box in implementing new food safety measures. They have used their new safety program to persuade customers to return to their restaurants. From the website: http://www.jackinthebox.com/aboutourco/foodsafety.php …”Jack in the Box® restaurants strive to ensure that the food we serve exceeds our guests’ high expectations for quality and safety. Our food quality and safety program has been recognized as the most comprehensive system in the industry today. In our restaurants, Jack in the Box implements a Hazard Analysis & Critical Control Points (HACCP) system for managing food quality and safety. Critical Control Points are key steps in the product flow that affect food safety. Introduced in 1993, our HACCP system encompasses farm to fork procedures for safe food handling and preparation in every restaurant….”
And there is much more…” Chad Elliott found another PRSA Silver Anvil winner that impressed him. It is Duracell’s campaign of “trust”. “Partnering with The American Red Cross, Duracell moved away from its traditional performance-based claims in favor of the notion of trust in launching the program entitled ‘Together We Can Become Safe Families.’ Distributing more than 150,000 guidebooks and coupons to help families prepare for unforeseen emergencies, positioned the brand before the public as one it can ‘trust.’ Using the American Red Cross was brilliant, because by name association alone it gives the batteries instant credibility. Identifying with Americans’ continued concern over terrorism, the strategy launched a program tailored to preparedness. The agency PainePR was responsible for the effort.”
Anthony Tornetta thinks the “Reading is Fundamental” (RIF) program doesn’t get enough credit. “This program is a good one — children see their sports heroes and other celebrities they see on T.V. reading and telling them to read. RIF is the nation’s largest nonprofit children’s literacy organization. This program is very persuasive and subtle. It is telling kids that it’s cool to read and that they should read as much as possible. I think their commercials are the most persuasive part for children when they see sports and celebrities on television.”
Erin Bessemer acknowledges that it as much marketing and advertising, as PR, but she admires the image created by “Yoplait’s Save Lids to Save Lives” promotion. “For more than ten years, Yoplait has been associated with helping women fight breast cancer. Save Lids to Save Lives has proven effective for the Yoplait Company and is part of their larger promotion of women’s wellness. In its first seven years, they have donated more than $14 million toward finding a cure for breast cancer.” Yoplait has also been the National Series Presenting Sponsor of the Susan G. Koman Breast Cancer Foundation’s Race for the Cure since 2001. See http://www.yoplait.com/breastcancer_commitment.aspx
“I see Yoplait’s commercials all over television. You usually see a woman exercising and then taking a break to enjoy here yogurt snack. At the end, she licks the pink lid to save and send in to the company. I feel this campaign is effective because it links Yoplait’s public relations with a very good cause.“
Alison Mingo calls to our attention The American Legacy Foundation’s “truth” ads. They have received multiple awards such as International Andy Awards, The One Show, Cannes Lions International Advertising Festival, and Cresta Awards. “Arnold Worldwide is the agency responsible for producing this past year’s ads that convey, through satire, the stupidity of smoking cigarettes. The messages invoke different emotions from viewers in the shocking yet realistic information provided. Most importantly, though, these ads reach the target audience of young people who may be tempted to smoke or those who have recently become addicted. The anti-smoking messages have already contributed to the public’s awareness of the hazards of smoking that have led to statutory legislation banning smoking in public places.”
June Kruse – Also acknowledging the close connection among PR, marketing and advertising, loves the “Got Milk?” campaign. “When you see a celebrity sporting a white mustache in a magazine ad, you will know that’s the famous National Milk Mustache Got Milk Campaign.The campaign is funded by America’s milk processors and dairy farmers, with a goal of ‘educating consumers on the benefits of milk and to raise milk consumption.’ In addition to ‘Got Milk’ and ‘Got Chocolate Milk,’ ‘24/24 Milk’ was launched to stay on top of the diet craze. Their slogan ‘milk your diet, lose weight’ suggests ‘a reduced-calorie eating plan that includes 24 oz of fat free or low fat milk each day may give your weight loss efforts a boost.’ These campaigns have successfully raised our awareness of the importance of milk.” You can check out the facts, ads and commercials at these sites. http://www.whymilk.com/, http://www.2424milk.com/index.htm, http://www.milkdelivers.org/index.cfm
Kandra Berry loves an award-winning newsletter, ”SAMHSA News,” published by the U.S. Department of Health and Human Services. This monthly “offers the public information about substance abuse and mental health issues on a monthly basis.” See http://alt.samhsa.gov/SAMHSA_News/index.asp
Jacqueline “Jackie” Nemes loves Dell Computers/GCI Read Poland’s campaign “No Computer Should Go to Waste.” “This international effort recently won the PR News Corporate Responsibility Award for Environmental Communications. I believe this campaign measures up to Best Practice level because it has accomplished its socially responsible mission in creating positive social change. In 1997, the National Safety Council released estimates that more than 300 million computers would become obsolete before 2004, and efforts to dispose of them would generate a wide range of toxic wastes. Socially responsible companies searched for and developed solutions to this electronic waste. For example, Dell Computers began offering an online service called Dell Exchange, where customers can trade in, donate or auction their obsolete computers. In partnership with the government of Malaysia, Dell and GCI succeeded in their global campaign to raise public awareness of recycling/donating options for unwanted computer equipment and persuading public action. In 2004, informed citizens throughout the world recycled more than 100 tons of computer equipment and donated more than 850 tons of computers.” Pauleta Gumbs admires the American Red Cross Blanket Days for the Homeless program. See http://www.semredcross.org/blanketdays/
“This campaign was established to provide blankets for homeless and disaster victims. The campaign encourage groups, families, individuals to hold blanket drives in their hometowns and claims to collect more than 7,000 blankets each year. One of the reasons I feel that this campaign is effective because it plays on the audience emotions.
“Take this paragraph: ‘Your Help Is Needed. When temperatures drop, local shelters fill with thousands of homeless people- teenage runaways, victims of domestic violence, substance abusers, and the mentally ill. The cold weather also intensifies the suffering of people whose homes have been destroyed by home fires or other disaster. A warm blanket wrapped around the shoulders of someone who has lost a home is a comforting reminder that someone cares. How You Can Help. Your new twin-size blanket donations will be provided to local homeless shelters and disaster victims; financial donations will pay for additional blankets if needed, comfort kits, and also will support other vital Red Cross services in Wayne, Oakland and Macomb counties.’ ‘Good Deeds’ are published on persons who went beyond their call of duty to ensure the campaign was and remains a success. Check out the feature story on the Warren Couple http://www.detnews.com/2005/macomb/0502/10/B05-85577.htm.
Margo Ochoa notes that Baker Winokur and Ryder have over 25 years of connecting the consumer with entertainer and she feels their work hooking celebrities to non-profit causes is the stuff of legends. There is plenty of unearned PR that can be accomplished with a popular celebrity Angela Gaines likes Lee Denim’s creation of the community/fundraising event Lee Denim Day, raising money for breast cancer research. See http://www.denimday.com/
“Lee Jeans sponsors Denim Day on the first Friday in October annually. Organizations across the country participate by allowing employees to contribute $5.00 to the Susan G. Komen Foundation and wear jeans to work. The organizers of this effort were ingenious in utilizing the desire of a casual workplace environment to help find a cure for a disease that affects millions of people every day.”
Brian Harrington feels Southwest Airlines’ Adopt-A-Pilot Educational Program http://www.southwest.com/adoptapilot/?sr=PR_pilot_020105 deserves some PR recognition. “This program encourages students to research potential careers as it simultaneously encourages achievement in school and self-esteem. Throughout a month-long program, Southwest pilots volunteer their time as they visit classrooms around the country, correspond with students while traveling, and encourage interest in math, science, and a wide variety of other genres. Since the program was introduced in September 1997, the program has involved over 65,000 students in its efforts to increase awareness in a myriad of areas relating to scholastic achievement. Additionally, this program has been cited for its impact on schools faced with a lack of funding due to budget shortages (this especially includes many classrooms in areas that are considered ‘disadvantaged.’ This year alone, the Adopt-A-Pilot program has engaged nearly 15,000 schools from around the country. Southwest Airlines, due in part to this program (and a variety of other factors), has come to be known as the ‘Luv’ airline.”
The era of Big Data has arrived, and social media big data will be a huge trend this year. This means public relations professionals have to step it up to keep up.
The monitoring tools we currently use are crude at best and provide only a glimpse into the mirror. There are mountains of data and we don’t really have the skills to see what they all mean and really connect the dots.
Up until now, we have used free tools such as Google alerts to monitor mentions or paid tools such as Radian6, Lithium, Custom Scoop, Cision and many others that give us ideas about what is being said and by whom.
If we are really sophisticated, we will use sentiment scoring, influence measurement tools, or text analytics which allow us to mine more information.
5 Essential Skills to Master Big Data
There is a whole new skill set we have to master to understand and be ready for the insights and opportunities Big Data brings to public relations.
Following are five essential skills to master Big Data you can undertake right away.
- Become an analyst. Don’t be intimidated by data and analytics. Use your brain and look for the ways in which different insights might help you to make better business decisions.
- Learn Excel. One of the best gifts you can give yourself is to take an advanced Excel course to learn how to manipulate data in spreadsheets. We need to move beyond the basics. Take a course locally, or the one linked to above. It is the still that will pay back in spades.
- Collect Data. Consider collecting your own data to supplement what you get from any tools you use. With services such as 80legs and Gnip, you can also gather your own data and analyze it. You can even pull an RSS feed or feeds into a Google Doc and go from there. The key is, don’t be intimidated.
At the Blog Business Summit this week my blogging Yoda’s Robert Scoble, Buzz Bruggeman and Anil Dash tackled the thorny topic of crisis communications. They emphasized how blogging can help when things get bad by projecting a human face or voice for an organization and by providing a forum for soliciting specific feedback from customers. In the immortal words of the Hulkster, “Amen brother.”
Read full article on Steve Rubel’s Micro Persuasion blog.
Words and phrases including “blog,” “wiki” and even “chat room” make some business leaders nervous. They’re not sure what to make of these new social media. The technology seems mysterious and a bit scary to people who are still trying to find their way around the Internet or figuring out how their BlackBerry works.
If the wild world of online media makes you hyperventilate, relax. Take a deep breath. Despite the hype around Skype, behind the stress caused by RSS, it all comes down to a fundamental process as old as humanity: communication.
What really matters is how well you communicate with employees, customers, shareholders, the community and other important people. The methods you use, while important, are secondary to the quality of communication.
A recent illustration of this principle involves computer maker Dell. Unhappy customers took their complaints about Dell’s products and service to the “blogosphere” – that online place where everyone with a laptop and an Internet connection can share their opinions with the world. Despite the outcry over problems with Dell, which quickly reached hundreds of thousands of people thanks to blogs with names like “Dell Hell,” the company resisted joining the virtual discussion.
Apparently, however, the pressure became too much. A few months ago, Dell created “Direct2Dell,” a blog intended to improve communication with customers about issues ranging from the company’s battery recall to new products. The company’s critics considered the action too little, too late and charged Dell with paying lip service to open communication with customers. On the surface, bloggers said, Dell seemed to be improving communication, but in reality “Direct2Dell” represented more of the company line.
Last week, Dell posted a new “Online Communication Policy” and held a news conference to announce it. The policy, aimed at Dell employees, recognizes the value of online communication tools, lays out expectations of employees who use them and states the company’s commitment to “transparent, ethical and accurate” communication. Translation: no more company PR disguised as real, direct dialogue.
Time will tell if Dell’s policy makes a difference, but for now the bloggers are skeptical. “Dell Hell” creator Jeff Jarvis wrote, “Isn’t it always a company’s policy, in any interaction – by blog, telephone, or letter – to be open and honest?” He wondered if Dell’s 500-word policy might have been boiled down to three words: “Tell the truth.”
What can your company learn from all of this? It doesn’t matter if you choose to communicate through blogs, chat rooms, e-mail or good ol’ face-to-face interaction. What matters is that you communicate honestly and as completely as possible. The latest technology won’t save you if your stakeholders feel you’re not being truthful with them.
It’s the quality of communication that ultimately matters.
How does ROI know that we need to engage senior communicators? The research is voluminous. Here’s a snapshot of just some of the research ROI has referenced in this presentation.
- 2003/2004 Towers Perrin Talent Surveys showed: “Senior leadership is a top ten driver of employee engagement in countries across the world and the number one driver of engagement in the U.S., U.K., France and Germany.
- International Survey Research, 2001, showed: “Regression analysis on survey data from over 350,000 employees worldwide, showed that quality of leadership in a company had the highest correlation to engagement levels.”
- Hewitt Associates research, 1999-2003, showed: “Measuring over a four-year period, companies with high engagement levels had an average Total Shareholder Return (TSR) of 20.2%, companies with moderate engagement had a TSR of 5.6%, and companies with low engagemetn had a negative TSR of – 9.6%.”
Their presentation makes the case that the senior leadership MUST be involved in communication matters. They review the characteristics of organizations that communicate change effectively and go so far as to say, “Working with senior leaders takes courage and patience.”
The presentation lists the greatest challenges to effective leadership communication, common business barriers to engaging senior leaders, they explore a team leadership exercise, and more.
To obtain your copy of this free PowerPoint presentation, contact Bobbi Padilla, bobbi@roico.com
Richard Rawlinson, Ashley Harshak and David Suarez from Booz & Company have written a good article with some tips and results from a recent survey that their organization has done on change. No question, boards and senior management have really focused on change management so much more and given it the proper attention it deserves with regards to corporate strategy.
You can check it out here.
They also produced another article that might be of interest: “Change Management Graduates to the Boardroom: From Afterthought to Prerequisite” (PDF), Booz & Company white paper, June 2008: Results of the Booz & Company survey on change management (mentioned in this article) of 350 senior executives who have led major transformation initiatives at large organizations worldwide.