Communicating with (and through) the New Communicators

In my post Crossing the Blogging Chasm on Fusion PR forum last week, I wrote that blogging is crossing the chasm into mainstream adoption.  Many different types of people blog.  This means you need to dig deeper than the simple fact that someone blogs when considering  how (or even if) to engage the person, and be a bit smarter than just striving to “go after the blogs.”

But let’s look at it another way.   Does the fact that someone blogs say anything interesting about them?  E.g., I blog, and enjoy blogging.  Does this fact say anything about my identity?  Should I feel any kinship with other bloggers, despite the fact that we might come from wildly different backgrounds and focus on different things?

For starters, it is pretty clear that most people who blog also read blogs, and communicate with other bloggers.  BlogCatalog (inactive), a social network for bloggers (of which I am a member), was  founded on the idea that bloggers share a common bond.

Further, the power of interconnected blogging networks has been proven.  For example,  Bloggers Unite campaigns have shown that bloggers pull together toward shared goals.
And most people are familiar with Netroots,  i.e. “political activism organized through blogs and other online media,” according to the Wikipedia definition.

Although the above efforts are not marketing driven, I believe they do show the powerful and potentially viral nature of the technology.

Savvy marketers and communicators will increasingly add how people communicate to the types of demographic data they collect.  The mere fact that someone blogs may not by itself be that interesting, but what about the ability to target upper income left leaning bloggers?  Or car buffs who use Twitter or Facebook?

The really smart marketers will learn how to leverage the greater networks of these new communicators.   This type of intelligence will guide marketers towards leveraging extended communications networks, allowing them to target these communicators, ideally by using some of the same tools.

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This Nasty Breakup Brought to you By…..

This one seduced the babysitter.  That one is a little nutty. The first has various disgusting addictions. 

Then there is the one who cheated on his spouse with a cougar rock star.  The wife returned the favor and is also having an affair with a rock star

If you feel like you need a play book to keep up with the latest divorce scandals, you are not alone.  And for some strange reason, the battles are often fought in the media, causing one to wonder why (of course, given my field, I am always focused on questions about public image and communications strategies).

OK, it makes a juicy headline, and people love to read about this stuff.  But what do those directly involved get out of this?  Is it the belief that there really is no such things as bad press or too much information?  Does it spring from some twisted desire to destroy opponents at any cost?

For example, what is the gainsay for Cook and/or Brinkley in airing some of the details that came out recently (I have heard more than I care to about Cook’s various addictions)?  Like some cheap novel or Hollywood B movie, no one came away looking good.  I am not a lawyer, but did hear (I believe on the Larry King show, bless those talking heads) that it would have been a simple matter for either side to have called for closed door proceedings.

What are your thoughts on this?

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Does Your PR Writing Pass the “Sniff Test”?

Sniff, sniff.   What’s that smell?  Could it be the rank odor of press materials turned kitty litter liner?

Passing the sniff test means writing PR copy that does not read like it was generated by a PR committee.  Yes, it might be hard to believe, but many in PR actually aspire to a achieve a writing style that sounds highfalutin and official.

Not that this was ever impressive, but these days, with the explosion of online content, people have more choices and it is more important than ever to write in a credible and interesting way.  There is little patience for PR and vendor speak.

People can read about your product on their favorite blogs, news outlets and even in some cases read about users’ firsthand brand experiences.  If your market can tap into the opinions of real users online, why should they read a jargon-laden, officious, self-congratulatory press release?

Believe it or not, it is possible to write in a way that is interesting, educates and informs while staying true to your greater PR mission.

But first you will need to abandon some tired habits (for more on the topic, you might see my PR Death Watch series and post that proclaims the death of “PR Speak”.  Also see my Keeping it Real post, and Finding the words that Work in Tech PR).

Whether it is a pitch, a traditional press release, or a social media release, you are well advised to screen your copy carefully for PR speak.  Get rid of those gratuitous words that add no real meaning, and people just read right past anyway

  • In  the PR 1.0 world, everyone was a leader  and no one is a follower – isn’t it time to graduate from using this tired modifier?
  • Get rid of those fuzzy and unsubstantiated hype words.  If you can genuinely claim and defend a quantifiable superlative, do so – but leave out words like “best” “unparalleled” “unrivaled”
  • Tell a story, and do so with fewer words and less repetition
  • The headline is king.  Master it.  If you can’t boil you story down to a few words that are compelling, jump off the page and inspire the reader to delve further then you don’t have a story (this is one reason I am learning to like Twitter so much: it forces you to express yourself in under 140 characters).
  • Go  beyond  the copy and messages handed to you by the sales and marketing team (nothing against them, I have spent my career in these areas,  but these are the corporate chest beaters, and if you just take your cues from this side you are not getting the full picture).  Instead, also factor in information from R & D and customer service.

The goal is to be able to write in a way that resonates with prospective users of your product or service  – i.e. really connects with them, educates, and doesn’t clobber them with official sounding language, hype and bravado.

Posted in Uncategorized | 6 Comments

Goodbye, Tony

Just thought I’d write this brief post to note the passing of former White House press secretary Tony Snow over the weekend.  Although I was aware that he had been ill with cancer, I guess I did not realize how bad it was until this sudden news.

The press secretary position is a thankless job, and I was surprised when Tony took it after a successful career as a high profile right wing commentator and syndicated columnist.  It seemed to be a tribute to the communications profession and press secretary office that he would take a such a position, which I am sure involved a substantial pay cut.  I guess it was an offer (and a calling) from the President that he simply could not refuse.

Some might think that the press secretary position is just about obfuscation, spinning and mindless recitation of the party line.  But watching Tony in action proved that this was not so.  He brought a real flair to the role, and was more soft spoken and glib than bellicose.  His journalism bona fides earned him credibility with the DC press corps.  He did not hold back in dealing with the media, and often gave as good as he got.

Although I did not agree with his politics, he seemed to be a straight shooter, a genuinely nice guy, and was a tribute to the communications profession.

Goodbye Tony, we will miss you.

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Crossing the Blogging Chasm

These days, it is just technology and it is just kind of there.

What am I talking about?  Read more about this subject in my post of the same title on the Fusion PR Forum blog today.

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Fending off the PR Hordes at Fox News (and those that Write about them)

David Carr wrote in the NY Times on Monday about the scorched earth PR tactics of Fox News (When Fox News is the Story).

It seems that PR is blood sport at Fox News, and they are as aggressive in defending the network’s image in the media as their journalist counterparts are in espousing right wing ideology on their own channel.

(If Carr is correct, the hordes in the the Fox News PR department should be firing up their "apparatus"  right about now and flaming me or writing blog posts in response to this one; not that I have any inflated illusions about the importance of this blog, but according to Carr it would seem that they take no prisoners).

But enough about Fox News – I write not to bury them, nor praise them, but instead to talk about the portrayal of PR in the media.  So I will try to parse things a bit and isolate descriptions of the field from the broader focus on Fox News.

Mr. Carr uses the words "public relations apparatus" several times.  It seems like a throwaway line, written without much thought. But a definite slam, I doubt journalists would want their reporting teams to be referred to as an "apparatus."  Elsewhere he talks about a "public relations machine."

These are small points when one considers the tone of the piece and its message.  Carr seems genuinely amazed that a media organization (and its PR team) can be so aggressive and thin skinned in defending its image.

We in the PR profession have become so used to being the kowtowing
supplicants that it really is jarring to read about reporters standing
in fear of crossing a "PR apparatus" (a common refrain in PR is "don’t pick battles with those who buy ink by
the barrel."  All bets are off, I suppose, when your parent
organization also buys ink – and electrons – by the barrel).

Actually, if not a positive portrayal of the profession, a departure from the usual stories about clueless PR people and their clueless PR pitches, or slippery PR spinmeisters. 

Posted in Reading Files | 2 Comments

PR Deathwatch #4: Prepared Statements and PR Speak

Here’s a quick review of the PR Death Watch list as it stands, and my latest installment.  The various topics together paint a picture of how our field has been changing.

PR Death Watch Continues
Endangered PR “Species” Continued
Death of Media Relations

Today’s topic was inspired by a totally unnecessary exercise I witnessed, and provides a window into the glaring contrasts between PR of old – basically, “old” being anything before last year –  and how things are shaping up today.
The scenario (I’ll leave the details intentionally vague) was that a blogger sent an inquiry asking a vendor to  confirm details of a topic that in my mind did not have earth shattering consequences – no CEO departing under a cloud, major product meltdown or recall, etc.
Before long a fire drill ensued – a drill caused in part by the fact that it was an important blogger asking,  some  key people were out of the office due to vacation schedules, and I guess some viewed the issue as potentially sensitive.
The PR folks proceeded to draft a statement, sent it around and made numerous revisions before producing what some might consider to be a very polished bit of text – text that in my view did not answer the question directly, and seemed like so much slippery PR speak.
Ultimately the team made revisions (keep in mind this all unraveled within just a few hours) to make sure they were being direct and clear in the response.  Of course,  by the time they were done and before they sent the response over the blogger had posted the story, saying in the post that we did not issue a statement or respond to his request.
So, what went wrong? Basically, a clash of cultures and styles.  Of course, the PR people cried “foul!” and pointed out to the blogger that we were not allowed sufficient time to respond.   But I am sure the blogger feels like he did nothing wrong.  Should it take a half day to get a simple question answered?
The irony is that, again, it was not earth shattering news and the resulting story in my view was not that consequential or negative.
There are many takeaways here,  but one of the more important ones is that simple questions sometimes require simple answers, social media does not have patience for PR planning and response cycles, and that prepared statments and PR-speak seems very much to be disonant with the tenor of the times.
Posted in PR Tech | 1 Comment

Breaking Through with New Technologies in Tech PR

Here’s an anecdote, which hopefully you will find interesting, and some advice to go along thatGeorge1 bridges trends in social media with the state of tech PR.

In doing so, I also add to the findings from our earlier study on the impact of social media on Tech PR. Not bad for a lazy day before the July 4th long weekend sets in, right?

We were recently doing something we often do when researching technologies and prospective new clients. We conducted a time-honored tradition called a media audit, in this instance covering the realm of workload automation: software that automates and coordinates the execution of enterprise software batch processes, as you would find from companies like Mirantis (also sometimes referred to as job scheduling software).

Job scheduling can be helpful in many fields, one of these fields being a plumbing business where they have to organize which employees will be on each project. Further technology for this business could be field management software, which not only does job scheduling but also status reports, personnel assignment, personnel dispatch, and more. This makes it very easy to manage people whether they are on-site or off-site, improving customer service and profitability. This software is used in some important industries such as frontline work and emergency services organizations. Software such as ems dispatch software is vital in the cycle of receiving calls and dispatching personnel, it can really save lives. Thinking about this, it is fascinating how far we have come with the development of technology these days and what we still have to come as well.

Talk about a bluster index (see my previous post in which I describe article searches that turn up just press releases and little if any actual coverage)! I would chart if for you, but I’ll save us the trouble. Article searches under this term over the past year turned up almost exclusively press releases. Yet, here’s the interesting part – the area has been followed and covered in detail by the top analysts – so you can’t argue that it is not real or is unimportant.

In conducting the media audit (basically, a telephone survey), we got the audible equivalence of blank stares when asking about workload automation. Some in the media had heard of it, but it did not really register – even for those who had mentioned it in articles previously. We were puzzled as to how these people were able to mention it in their articles despite knowing nothing about it. Though a few of them knew that it is a job scheduling software for controlling unattended background program execution of jobs and execution of non-interactive jobs is often called batch processing. What about the rest of them, though?

One bit of feedback we got was that a result of the tech trade shrinkage (in turn, it can be assumed,
driven by the growth of social media) is that fewer reporters are covering more beats. This makes it harder for the “less important” news to see the light of day, and for new technologies that aren’t already creating lots of buzz to get covered.

This would seem to make sense, and perhaps you have seen this and can relate to it. It leads to the question – how does one get coverage for new or niche technologies? Although the obvious approach might be to convince the tech trades that it is important, perhaps using customer and analyst validation – we can fight fire with fire by using all the new social media tools that are availalabe to bypass tech trade media and bring the story directly to audiences of interest.

Posted in Tech PR | 2 Comments

Starbucks Stirs Pot Causing Coffee Conflagration

In the movie Risky Business, Joe Pantoliano’s character, a pimp called Guido, said:Riskybusiness1983joepantolianotom_3

"Let me give you a little advice so you know. In times of economic uncertainty, never ever f**k with another man’s livelihood…" (thanks, IMDB).

Well, there must be some kind of corollary about not messing with America’s number one energy source during tough times.  No,  not the $4.00 a gallon variety, but the $2.50/Grande rocket fuel that we pour down our gullets to increase productivity.

Starbucks did not heed this, according to an article in the WSJ yesterday.  which wrote that some customers are in an uprising because the company has changed the default brew in its stores to the watered down, much hyped Pike Place recently.

A backlash is brewing against Starbucks
Corp. over its Pike Place Roast coffee, which has perked up the
company’s sales by attracting new business, but has alienated a small
yet vocal group of longtime patrons.

Now I have some credibility here because I drink tons of coffee and once had part ownership in a gourmet coffee company.  Indeed, people who know me and read this blog must be amazed that I have not blogged about coffee until now. 

In general, I have loved Starbucks (my wife and I have a Starbucks/Dunkin’ Donuts relationship, as she favors the coffee of the latter).   I had heard  about the new Pike Place flavor and Starbucks’ desire to appeal to the masses with a gentler blend, which seemed to me at the time to be a watered down strategy, if you don’t mind the pun.   Not too long afterwards I realized that, son of a  gun, this is what they are now serving up .  I  noticed the coffee was weak, and the barista confirmed that it was Pike’s.  So I have taken to asking for extra bold dark roast when I order coffee there.

As a PR person and marketer, though, I am amazed at the ineptness of Starbucks in ignoring some basic marketing tenets. And this, from a company that has been brilliant in building a brand and an international power house.   Don’t they know that a brand can’t occupy two different positions in the consumer’s  mind at the same time?  Didn’t they heed the experience of Coke when that company made the mistake of changing its formula back in the day?

The latest headlines say that Starbucks is closing 600 stores, so perhaps some strong medicine is needed but this is not the answer.   I am sure an economic downturn comes into play, and all those money advice talking heads advising $5/day savings by skipping the latte could be having an effect, but in general you do not want to mess with your secret sauce and you don’t want to alienate your most loyal customers.  So for Pike’s sake please bring back the original brew.

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PR Wars and other Problems (NY Times does PR)

One of the missions of this blog is to help educate about PR and defend a field that has historically not done the best job of explaining itself.  So, from time to time I will call out inaccuracies that I see about the portrayal of PR in the media and in popular culture.

As an example, the NY Times had an article in the Sunday business section yesterday, Big Hair, and a Tussle in the Skies.

It is about how the trade association for the commercial airline industry is using a fictional spokesperson named Edna in a campaign designed to call attention to some of the industry’s pressing needs and influence Congress and the FAA.  Part of this includes creating awareness that business aviation – namely, the corporate jets that burn up so much fuel and add to the air traffic controller burden  – is not paying its fair share of taxes.

All well, and good, but as far as I can gather – as the article says, anyway – the campaign is ad based: As the article relates:

"Edna likes wearing big wigs, not subsidizing them"  say video, audio and print ads by the association.

So, strictly speaking, this is an ad campaign and not a public relations campaign.  PR would of course seek to use channels other than paid media to get the message out (yes, I learned this from an article, and there may be a true PR component to their campaign, but the article itself was about the ads).

A little later, the article talks about an intensifying "public relations battle for the skies."

I find that all too often PR is brought into discussions of metaphorical wars and problems.  Companies are said to fight PR wars and have PR problems.   

Rarely do you see discussion of marketing wars, market share wars and stories about companies just having problems.  No, PR has to be brought in as a convenient but lazy device – it makes a nice headline and story but tarnishes an entire industry.

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