For the Love of PR

how to lose a prospect in thirty minutes.

2009-08-26T13:58:00.000-07:00

Here's a shining example of ugly PR:

About a year ago, I was working for an organization that put out RFPs for a new advertising agency. After wading through the submissions, we narrowed it down to four firms: our current one and three equally well-respected local agencies.

All the pitch meetings were held back-to-back with time in between each for our committee to huddle and compare notes. Each team came in well prepared, eager to work with us and eager to share with us a strategy for marketing our organization (a membership organization). Well, all but one. Their pitch felt sloppy, hackneyed, unprepared and totally devoid of any understanding of what we do. It was embarrassing, honestly, to sit through a meeting with two people who seemed like they were just pulled out of another meeting to wing it with us.

Needless to say, we chose to not work with that firm. The only thing they did for us was give us a half hour of pure laughter after they left. In 30 short minutes, they went from a shining star to the bottom of the pile. In fact, they lost us moments after 'hello'.

What was most puzzling about their pitch is it didn't match the RFP they submitted. Their product was top notch.

I don't know how that firm is doing today, but I promise you I'll never forget them.

And I'll never work with them.

Take that to the bank.

So what's the takeaway? Simple: don't half-ass the pitch meeting, preparation, research or expectations.

how to deconstruct a movement.

2009-08-18T23:52:00.000-07:00

From a public relations standpoint, the Obama Administration is failing. Absolutely failing. The first and most fundamental definition of public relations, from my standpoint, is to manage and control the flow of information in both directions. It's PR101. And if you have watched any coverage of the health care reform madness this summer, it's painfully evident the White House fumbled the ball before they broke the huddle.

This is not to suggest a reform bill cannot pass, because we never know what goes on behind closed doors in Washington. But the errors Obama & Co. have made along the way are endless:
* Mixed messages
* Too many spokespeople offering contradictory information
* No tangible bill in the first place
* The allowance for opposition to strike first ("death panels," "public option," "government takeover," "socialism")

Bottom line, the Democrats did not own this debate from the beginning and they're paying the price. It's the fault of the Obama White House that so much misinformation and blatant lies have been taken as truth by those opposed to reform.

What should Obama have done? First thing's first: GET A BILL IN WRITING! Without something concrete in hand, you are at the mercy of every kooky conspiracy theorist in the world. Secondly, get your caucus in line. Democrats have splintered faster than a corked bat and it's weakened the momentum toward tangible reform.

Also, prior to the summer recess, Obama should have held court via public address or televised town hall meetings and laid out in specific terms what his health care reform bill will accomplish. It's a complex issue, but focus on two or three major points that resonates with Americans across all socioeconomic lines:
* Lower your cost while opening the market for greater options
* A fairer system devoid of pre-existing conditions that holds insurance companies' feet to the flame via a public option
* EVERY AMERICAN WILL HAVE ACCESS TO HEALTH INSURANCE

Here's why I focus on those three points:
* The first is directly aimed at the individual's wallet. No matter how altruistic we are, we still want to know, "what's in it for me?"
* Second point, demanding accountability from the insurance companies with a little insurance of our own.
* Third point addresses "the greater good."

By doing this, the Democrats would've had a simple framework for the discussion to take back to their districts. Of course, you have to examine how your opposition will fight back (cost, socialized medicine, etc.), but you keep the home-field advantage. I'm not suggesting corporate-funded lobbyists like Americans for Prosperity would not be fighting back. I'm not even suggesting average citizens who oppose reform (or simply have questions) wouldn't turn out to these events and be emotional. But it forces the conspiracy theorists to be the second voice, not the first. A spirited discussion over actual, verifiable facts in the reform measure is a more conducive activity than what we're seeing in the news these days.

Obama worked backwards on laying out his health care reform and has created an uphill climb that could cost him and the Democrats politically. From this point forward, the White House needs to implement a crisis communications plan. They lost control of the story and must work to regain it. After so much flip-flopping since the Sunday morning talk shows, the Obama White House has yet to learn how to clean up this mess.

exacttarget stays private.

2009-05-06T11:31:00.000-07:00

This isn't exactly a PR story, but it's an important one to me. From the Indianapolis Star:

ExactTarget passes on IPO, stays private
By Erika D. Smith

More than a year after filing to raise $86 million in an initial public offering, Indianapolis-based ExactTarget has changed its mind.

Instead, the e-mail marketing services firm will stay private. It will use $70 million in venture capital that it says it secured today from three firms.

“In today’s environment, this is a much better path than an IPO,” said Scott Dorsey, co-founder and CEO of ExactTarget.

The money will help the tech company expand both here and abroad.

Within the next month, the company will announce details of its first international office. Dorsey indicated it will be in Europe. Read more.

During my last stint in Indianapolis, I worked for a company that used ExactTarget software and loved it. Over time, I've had the opportunity to learn more about the company and its people and really admire and respect them, from the top down.

I admit I'm not sure what this means over the long run (staying private rather than going public), but I do remember I was excited for ExactTarget when they announced they were going public. As the market tanked, I wondered if that would hurt them. Clearly, people smarter than me had those very conversations and thought it best to stay private.

Public or private, this is a company I someday would love to work for.

at least billy bob made you forget about joaquin phoenix for a minute.

2009-04-12T22:40:00.000-07:00

I'm sure there's a way to quantify buzz for movies, music, products, etc. I just don't happen to know those metrics. Nevertheless, I'm going to hazard a guess that The Boxmasters have a pretty high buzz quotient these days, thanks to a rather testy and sometimes unintelligible interview on Toronto radio featuring members of the band. Oh yeah, did I mention the drummer is Billy Bob Thornton? I'd like to tell you about his distinguished acting career, but he might get pissed.

Here's the interview you've been reading about:

VERDICT: Ugly PR, but effective...and then ugly again
Yes, this interview was uncomfortable. And I mostly sympathize with the interviewer here. He's got a job to do and it's a bit silly, from his perspective, to not give context.

But I get Billy Bob's point here. Mostly, I'm guessing, he's trying to show respect to his band by not making it about himself. The irony, of course, is Billy Bob ended up making it ALL about himself!

In a perfect world, I would've counseled Billy Bob to simply smile and say "thanks" to any passing reference to his acting career. That clears the elephant out of the room and allows you to engage your audience in the Boxmasters. Instead, the testy and ill-mannered responses alienated your band, your host and your audience. All we got was a moment of schadenfreude as Billy Bob squares off with a Toronto radio DJ.

Having said all that, though, I can't deny Billy Bob's less-than-gracious actions have led to more attention in the Boxmasters than ever before. That YouTube video alone as 1.5 million hits.

So, while the end may not exactly justify the means, I have no choice but to say the interview exceeded all expectations.

Unfortunately, Billy Bob did some real damage by condescending to his Canadian audience, calling them mashed potatoes with no gravy. I can forgive a testy interview with a DJ (let's face it, these guys are used to difficult interviews with half-brained musicians), but it's never a good idea to insult your audience.

Ever.

presidential news conference tonight.

2009-03-24T13:27:00.001-07:00

I'm going to be watching this evening's presidential news conference with both personal and professional interest. While I am a PR practitioner and have typically had a solid working relationship with the media, I understand they are also duty bound to ask the tough questions and put subjects under the microscope. I hope they do just that with President Obama tonight.

Yes, I voted for him. But I have no respect for the media when they lob softballs at high-ranking officials.

From the other side, I'll be curious to see how Obama handles it.

We shall see.

a word or three about liam neeson.

2009-03-24T07:54:00.000-07:00

I'm not sure the Natasha Richardson story has an overt PR angle. I'm not even sure it needs one. But there's something oddly comforting in the manner in which Liam Neeson and family handled themselves publicly through this very wrenching and private tragedy.

Being a celebrity certainly has its perks. And most outsiders find the glare of the public eye to be fascinating. Many celebrities, of course, would argue otherwise. That's why I'm so completely taken with Mr. Neeson's ability to walk the tightrope of grace in the spotlight while grieving over the death of his wife.

The cameras weren't shy about getting in his space, but Neeson never lashed out. He never turned his anger on them. And really, who could blame him if he did? Instead, he was polite and would acknowledge them; as though he felt a sense of public duty to the papparazzi.

If there's a lesson to be learned here, it's to never forget your social graces; even if those around you have none. It is unimaginable for you and I simultaneously grieve, plan a funeral and make public appearances to acknowledge the public sympathy you're receiving.

Mr. Neeson and his family have my condolences and respect for staying calm in the eye of a very sad storm.

a statehouse rally: still effective, still relavent.

2009-03-23T12:42:00.000-07:00

Sometimes a textbook case of public relations serves as a reminder of why it's textbook. From IndyStar.com:

Charter school advocates rally at Statehouse
By Richard Gootee

Indiana Public Charter School President Russ Simnick told about 500 students and supporters today that charter schools are beginning to gain more support despite a proposal alive in the General Assembly that places a moratorium on establishing new ones.

"Anytime you get an elected official, or anyone, to a charter school they are very impressed. Obviously, they're very busy so we're bringing charter schools to the Statehouse," said Simnick during the first Charter Schools Statehouse Day.
Read more.

VERDICT: GOOD PR
In the interest of full disclosure, Russ is a friend of mine. But I'm not a rubber-stamp pal when it comes to PR issues. I also happen to believe in the cause for charter schools.

A rally at the Statehouse may be a simple idea to some, but never underestimate the value of keeping your message and your tactics simple. We live in a culture that places too high a premium on the next cool gadget and, as a result, our messages get muddled.

In this case, you know exactly what the message is. Nice work, Russ.

a pr firm that places ethics ahead of money.

2009-03-17T15:47:00.000-07:00

I never thought I'd be writing about my former employer on this page, but this is an example of placing principle ahead of money; a concept that is surprisingly gaining value, given the current state of our economy.

From IndyStar.com:

PR firm drops casino over Timberlake incident
The company handling public relations for Indiana Live Casino terminated its contract with the casino today at noon because officials refused to provide information it requested regarding a Justin Timberlake no-show at the casino’s opening Friday night.

“We weren’t getting any information from them. We’ve asked for additional information from the casino and they have declined,” said Barbara Coles of Coles Marketing Communications. “When we don’t get information we can’t do our job, which is to provide that to the media.” Read more.

Verdict: Good PR for Coles Marketing. BAD PR for Indiana Live Casino
Look, there are times when "bad" PR is good PR, but Indiana Live Casino makes its money on getting people to believe they can win money there (while being entertained, of course). So when your biggest draw on opening weekend is a no show, you run the risk of hoodwinking the very people you whose business you want again and again.

I don't think the damage to Indiana Live Casino or Coles Marketing is permanent. But Coles took steps to repair any damage to its image. Hopefully Indiana Live Casino will follow suit.

you love him, you hate him, but you can't get enough of him.

2009-03-09T03:39:00.000-07:00

You already know I'm no fan of Rush Limbaugh. I don't hate the guy. I simply do not prefer to listen to his radio show. But I can't help but laud him for making a career doing something we all wish we could do: make millions off the sound of our own voices.

In the crowded world of conservative talk radio—a world largely created by the likes of Limbaugh himself—it's easy to become stale and irrelevant. So I give major props to Rush Limbaugh for his self-PR master stroke two weeks ago in his keynote speech before the Conservative Political Action Committee.

VERDICT: BRILLIANT PR
Who else can speak and simultaneously have all of AM radio slobbering over him, Keith Olbermann going apoplectic, get written about on virtually every news and political blog, and even get discussed on mainstream shows like The Late Show with David Letterman?

Limbaugh, to me, is in the same class of radio personalities like Howard Stern. That's neither good nor bad. It is what it is. But let's be real here for a moment: Rush Limbaugh is an entertainer who needs attention to drive up his audience. The more he talks and the more you talk about him, the more powerful he gets.

And his supporters as well as his detractors are still buzzing over his speech. You can't even begin to calculate in dollars and cents the PR value...or the economic impact of Rush Limbaugh. At least for now, he's making people money, especially himself.

take your lumps like a man, joe.

2008-10-28T10:37:00.001-07:00

This is not overt PR, but Joe Biden's sometimes contentious interview with WFTV's Barbara West is an example of good journalism, if you ask me.

We in the PR profession work almost daily with the media. It is often an amicable, professional relationship, but not too cozy. After all, the media have a job to do and the minute you take them for granted, they'll go after you, like in this interview:

The Obama and Biden camps were upset in the aftermath and have since told WFTV they're taking their toys and going home. Though probably only a footnote in this election, it's a misstep from an otherwise agile, nearly-flawless campaign for Obama.

Verdict: BAD PR
While my support in this election is for Obama, I'm a bigger supporter of journalists who don't let their subjects off with softballs (I'm talking to you, Sean Hannity and Keith Olbermann). Props to Barbara West for not letting Joe Biden off the hook so easily. But also, props to Biden for effectively clarifying the positions of he and Obama. But his performance is muted when you and your allies spend too much time working the refs than focusing on the next play.

Boycoting WFTV is a mistake. You earn more respect from voters when you face tough questions.

Don't believe me? Look at Sarah Palin's favorables and tell me I'm wrong.

athletes say/do the darnedest things.

2008-10-23T03:52:00.000-07:00

You can always count on athletes for saying or doing something stupid. So how do you put the genie back in the bottle? Ask the Kansas City Chiefs Larry Johnson. From ESPN.com:

Johnson will not play for second straight; Thigpen to start at QB

KANSAS CITY, Mo. -- Saying he was "kind of disgusted with myself," a nervous-looking Larry Johnson apologized Wednesday for behavior that has led to an NFL investigation and to his benching for a second straight week.

"I want to start off saying I apologize to the Hunt family, my family, first and foremost, the fans, teammates, coaches and players," Kansas City's two-time Pro Bowl running back said.

"This is the first time in my life I actually had to stand up, I mean actually woke up and kind of be disgusted with myself and disgusted as far as the way my life and my career is heading right now."

Johnson did not play last week against Tennessee as punishment for violating team rules. Since then, it's been disclosed that police and the NFL are investigating a report that Johnson spat several times on a woman at a Kansas City nightclub. Read more.

Verdict: UGLY PR
Athletes, celebrities and public personalities often say or do dumb things that land them in hot water. It happens to all of us, really, but not only a fraction of us and our actions become fodder for op-ed pieces, fantasy dork blogs and gossip rags. And when that happens, as it did for Larry Johnson, you've got to schedule a public mea culpa to get yourself out of the public's doghouse.

It usually works (Hugh Grant, for example), but sometimes it doesn't (Terrell Owens, Pac Man Jones, etc.). I suspect it'll work for Johnson because, unlike T.O. and Pac Man, he's well liked and doesn't have a history of being a jackass.

uva's "social norming" is good pr.

2008-10-22T21:11:00.000-07:00

I found this article at NPR.org:

University Uses 'Social Norming' To Curb Drinking
by Brenda Wilson

At colleges across the United States, the number of alcohol-related deaths is on the rise. But at the University of Virginia in Charlottesville, no student has died from intoxication or an accident linked to drinking since 1998.

What's UVA's secret? It's called "social norming," and relies on peer counseling, social events and solid information to challenge misperceptions students have about drinking.

Robert Waynefield, now a UVA graduate student, says that when he first arrived on campus at age 18, he figured he had to drink if he wanted to fit in, even though the legal drinking age is 21.
Read more.

Verdict: GOOD PR
Whether this concept originated in a student affairs office, communications office or an RA's office doesn't matter. It's a smart, proactive move on the part of the university. The good PR is not the fact that NPR did a story on it. The good PR is the fact that UVA is doing it and results show it's successful.

bad pr for mayor daley.

2008-10-21T18:37:00.001-07:00

When does a PR firm need good PR? Right about now. From the Chicago Tribune:

Aldermen bash city's spending of millions on public relations
Millions on salaries, more on PR firms

By Dan Mihalopoulos | Chicago Tribune reporter

In the first day of City Council hearings on Mayor Richard Daley's 2009 budget proposal, several aldermen questioned why the administration spends millions of dollars to get out its message to the public.

The aldermen on Monday cited a recent Tribune article detailing how City Hall spends $4.7 million on salaries for more than 50 public information officials and has paid millions of dollars more to public relations firms.

Ald. Michael Zalewski (23rd) noted that the city is laying off almost 1,000 laborers, tree trimmers and other employees to plug a $469 million budget deficit. Read more.

While I do not feel it is inherently wrong for government agencies to employ public relations professionals, I will admit $4 million (and 50 public information professionals) over four years seems a bit excessive.

We're right back where I was earlier: PR in and of itself is not the bad guy. But in the face of a ballooning budget and sagging economy, a high-priced PR firm will not win when it's up against layoffs and elimination of other programs for citizens.

I may be on the side of public relations as a good thing, but not when it's getting fat off the taxpayers.

That, my friends, is BAD PR!

harrah's is laughlin's h.e.r.o.

2008-10-21T15:28:00.000-07:00

Good PR for Harrah's Entertainment, by way of the Mohave Daily News:

Clinic gains $50,000 via Harrah's Foundation

LAUGHLIN - The Harrah's Foundation recently granted $50,000 to the River Cities Community Clinic in support of the facility's program to provide health care to underserved residents in the Tri-state area. The grant will primarily fund expenses incurred from uninsured patients.

In May, the Harrah's Laughlin H.E.R.O. program donated $10,000 to the River Cities Community Clinic adding to its initial donation of $21,000 made in late 2006. These funds were earmarked to assist the clinic with its daily operating expenses.
Read more.

Why is this good PR? It lets the world know what Harrah's is doing in the community. The donation was a good move for the company and better for the Laughlin community.

what pr is NOT.

2008-10-21T13:07:00.000-07:00

Since I'm getting this blog rebooted, we should start with one basic rule:
What Public Relations is NOT

Too often, people think PR is simply media relations, or just news releases, or press conferences, etc. While those are elements of public relations, they don't even begin to scratch the surface. Before we further define public relations, how about a primer on what it isn't.

Public relations, first and foremost, is not "spin."
Not in my book, at least. Spin is a pejorative that implies dishonesty or misdirection from the issue at hand. Wrong.

Public relations is not hiding the facts.
If anything, good, ethical PR is exactly the opposite. And there are more ethical PR practitioners out there than people want to admit.

Bottom line: Public relations is controlling the flow of information and communication between an organization and its respective audiences (or publics). It is talking as well as listening.

That's a simple definition, and definitely not spin.

More to come.

coming back hard again.

2008-10-21T12:09:00.001-07:00

I think it's time to awaken the sleeping giant.

figuring it out.

2008-06-13T18:21:00.000-07:00

I haven't posted here in awhile...a long while. I'm going to have to re-focus myself on what I want to say here. I have several blogs--yeah, I've silo'd my communications--to cater to specific audiences. Problem with segmentation of messages dissects my already minuscule audience into a million little pieces.

Perhaps I need to broaden my scope a bit. After all, I am but one man. The last thing I'm trying to be, though, is some version of Wil Wheaton...a guy whose I don't entirely understand, but that's another story for another time.

Anyway, there are several things happening in the world of public relations, image and brand control, and communications that require deeper discussion. I'm going to try and avoid politics on this site, since I have another blog devoted to politics (see? Told you I was silo'd).

So why don'tcha c'mon back in a little while when I've got the compass pointing in the right direction.

Thanks,

mgt

don't be a weasel.

2005-09-05T21:17:00.000-07:00

The Gulf Coast tragedy in the wake of Hurricane Katrina can be dissected from my standpoints. Obviously, from a strategic perspective, the emergency response has been slow-footed, at best.

I can't help but look at the situation from a public relations standpoint, personally. To an outsider that may seem crass, but it really isn't. Public relations, when practiced ethically, is not about "spinning" or re-directing blame. It's about managing communication and maintaining relationships with your respective publics.

Local officials and disaster response personnel would've been greatly served by PR counsel.

One of the problems is there was no clear communications focal point. No briefings. No crisis team. Nothing. Therefore, the media were left to hunt for answers in the field. True, that's their job. But the resonating theme that still echoes is the lack of a prepared disaster response team, plan or communication channel.

And any PR counselor worth his or her salt would've told the bureaucrats to spare their publics the "we didn't know" rhetoric.

Michael Chertoff tried to deflect blame while assuming responsibility for the rescue and recovery efforts when he was on Nightline. His deflections seemes weasel-ly.

Nobody likes a weasel.

So first lesson of PR: DO NOT BE A WEASEL!!!

midnight oil.

2005-08-17T22:56:00.000-07:00

There's one common thread among PR practitioners, it would seem, that is vital to a job well done -- common sense.

It also doesn't hurt to burn the midnight oil to impress:
* your boss/colleagues
* your client

In a profit-driven PR entity, serving the client takes on urgency unlike the non-profit side (no offense...I'll explain myself better some other time). This urgency kicks up a notch when you're trying to impress a new client with whom you have yet to build a working relationship.

There will be communication pitfalls. There will be frustration.

But one thing is certain, if you ask me: DO YOUR DAMN JOB!

If you're the PR pro they hired, act like it. Don't half-ass the job because it's going on five o'clock. For a client new to the inner-workings of PR, it's important to impress upon him or her the value of giving the client what he/she needs rather than wants.

I could've easily hit the door at 5 p.m. But I wouldn't have slept well knowing I didn't give my client what he needed.

What am I talking about? Nothing. It's late and I'm tired.

Crisis Communications

2005-02-10T20:33:00.000-08:00

We all like to think we have some expertise in it, right? But at the end of the day, when you get that call, do you know what to do?

Good question.

I can only offer one piece of advice that was offered to me by a crisis communication person: use common sense.

Managing communications during a crisis is really not so different from communicating to your respective publics during a planned campaign. The only significant difference is the speed at which you must communicate and make decisions.

Let's say you're the PR rep on duty at a function. Nobody else is there but you in an official PR capacity. It's a big event that includes lots of variables: a vendor show, celebrity guests, and, of course, the paying audience. As the event is winding down to its final three hours -- bang! Shots ring out in a far corner of the hall. What do you do?

For starters, REMAIN CALM! It's easy to want to rush out or possibly toward the vicinity of the shots. But you have to keep your head about you, first and foremost.

More than likely, anybody in the hall will immediately head for the exits. Most likely, many of those people will be hurrying out.

What do you do?

I know what I'd do. If I see people rushing for the exits, I would immediately radio whomever is in control of the PA system (if one is onsite) and announce for people to exit the facility in an expeditious, yet orderly fashion. No running, no pushing. Please head to the nearest exit immediately.

Second, I'd be on the horn to my immediate PR supervisor/colleague to alert them of the situation. I would consult with said person to quickly determine the crisis team. Off the top of my head, that team (at this present moment) is:

* me (PR)
* onsite security head
* local police dept.
* the trade show/event lead

Let's say, for fun, I'm in charge of all PR; so I'm on the team for good.

First thing's first, get security/police to:
* investigate the shots
* secure that specific area from any "contaminants"
* organize efforts to get people (vendors included) exited in a peaceful manner
* report back to crisis team on the results of the investigation

As this is occuring, the media is undoubtedly on their way. In fact, they may very well aready be on location for other news-gathering reasons. how to you handle them?
* gather the media separate from the crowd and vendors and put them in a secure area.
* state to them in very simple terms, "we are gathering information right now and investigating the situation. Once we have completed a preliminary investigation we will make available officials who may speak to their findings."
* remind them that the investigation is ongoing, which is why they must remain at a distance from the "scene."
* DO NOT SAY 'NO COMMENT AT THIS TIME!' If you say that, you're fired.

Upon completion of the preliminary investigation, the crisis team must be fully briefed in private. The police and event must have one spokesperson designated to make statements and answer questions from the media. ANTICIPATE THEIR QUESTIONS AND PREPARE THE SPOKESPEOPLE!

Questions might include:
* were the shots from a gun or was it something else, like a firecracker?
* How many shots were fired?
* Was anybody injured or killed? If so, can you release names?
* how many suspects? Are they in custody or at large? and can we have their descriptions?
* How many eyewitnesses?
* What do you know about the shots, shooter, victim(s)?

Remind the spokespeople to mention, if they do not know the answer to a question that the investigation is still underway and they will have all the facts to (the media) as soon as possible.

Remember to SPELL the names of the spokespeople.

Do not say "I don't know." Replace with, "we are still investigating the situation and will hold off on answering that until we have all the facts."

Give the media about 10 minutes to ask questions. Supply eyewitnesses if you have any. Write down any questions asked for later review.

That takes care of the communications of the crisis on the fly.

Wanna Be Starting Something

2005-02-10T20:29:00.000-08:00

I've been in public relations of some fashion for a few years now. I have worked in higher education as well as for-profit entities. My identity is unimportant, as is the identity of my clients.

My goal through this blog is to grow, personally, as a PR practitioner as well as (hopefully) generate a dialogue among PR professionals and maybe -- just maybe -- impart some wisdom on would-be PR professionals.

Sound good? Good.

Let's move forward.