Tag Archive | "Public Relations"

2009 Digital Readiness Report

A wake-up call to PR people.

This is the report that outlines online communications skills that employers want, therefore candidates need, in today’s PR and Marketing job market.

Digital readiness report 2009This report provides insights into the specific strategic and tactical digital communications skills that employers are seeking from public relations and marketing job candidates.

The research report is intended to help public relations, corporate communications and marketing professionals better understand and appreciate how organizations are integrating online communications into their business practices, and what online communication skills they need to acquire to be competitive in today’s job market.

Some of the key insights include:

  • Very high levels of adoption in online communications, demonstrating that new media and social media are now a core part of the web-based communications mix. They have become integral to organizational communications.
  • Social networking adoption out ranks natural search engine optimization, with 70% utilizing them compared to 66% for SEO. The report found it is counter-intuitive for organizational communicators to not rank web content management higher in importance since social networks and micro-blogging services are frequently used to distribute hyperlinks into websites.
  • According to the 2009 Edelman Trust Barometer, a company’s own website is seen as more credible than business blogs, social networking sites and advertising.
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Public Relations – The New Advertising

Public Relations: The New AdvertisingHands up who has seen new brands launched by advertising? Yep, hundreds of times over, right? But advertising is not, and never has been, the best way to launch new brands.

Public relations has, and still remains, the best way to launch new brands.

Why? Because the basic underlying factor you need when launching a new brand is credibility and you cannot achieve it by telling everyone how good you are.

You might be Honest John but nobody expects you to say your products are crap.

So you need to leave it up to others to talk about you – such as influential social media commentators and mainstream media, like newspapers.

So a few days ago, I commented on the decline of advertising spend in broadcast media.

(The same decline is not being felt online, but it will happen eventually. The trust consumers have in online advertising is dwindling.)

Don’t be surprised. For a long time advertising has ceased to work, it’s just taking the marketing world a bit of time to catch up to where its consumers are at. Your customer is bored with you telling them how good you think you are. They’re not listening anymore. Come time to set your marketing budgets, you’d better be rethinking where you spend your cash.
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Telstra Gets Slapped About By ACMA.

Telstra has been fined for calling people who have said explicitly that they do not want to be called.

Of course, it’s made the newspapers because it’s Telstra - a brand that plenty of people love to hate.

The ACMA is right to make an example of it.

It shows a disregard for people’s privacy and demonstrates a blatant contempt of the legislation.

Receiving calls that you have deliberately and specifically opted out of receiving is both intrusive and annoying.

Jerry Seinfeld summed it up perfectly right here:
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How Teenagers Consume Media.

How teenagers consume mediaA 15 year old intern at Morgan Stanley wrote a research paper last month describing the media consumption habits of teenagers.

This is an excerpt from his research paper.

If you sell into the teen market, take a look at the complete article.

It includes information about what’s hot, what’s not and devices.

You can access it in full by following the link to How Teenagers Consume Media.

RADIO:

Most teenagers nowadays are occasional listeners, not regular listeners to radio. They prefer to head to online websites that stream music where users can choose songs they wish to listen to, as opposed to listening to what a DJ presents.

TELEVISION:

Most teenagers watch television, but are typically erratic with consumption. Consumption peaks and troughs depending on programming and whatever else is happening with their lives. They may go for weeks without viewing any television. Teenage boys engage in consumption of sport broadcasts, while another segment will consume regular programming such as Home and Away, time permitting. Teenagers don’t like ads, so are more likely to stream television online.

NEWSPAPERS:

Teenagers may read the occasional tabloid or free-sheets (such as MX), but are unlikely to read newspapers. They don’t want to pay for the news and they can’t be bothered reading when they can quickly access news on either the Internet or television. Tabloids are more likely to be successful because their compact size allows them to be read easily on a bus or train.

GAMING.

The most common console is the Wii, then the Xbox 360 followed by the PS3. Most teenagers with a games console tend to game not in short bursts, but in long stints (upwards of an hour).

As consoles are now able to connect to the internet, voice chat is possible between users, which has had an impact on phone usage; one can speak for free over the console and so a teenager would be unwilling to pay to use a phone. PC gaming is not particularly popular.

INTERNET.

Every teenager has some access to the internet, be it at school or home. Home use is mainly used for fun (such as social networking) whilst school (or library) use is for work. Most teenagers are heavily active on a combination of social networking sites. Facebook is the most common, with nearly everyone with an internet connection registered and visiting >4 times a week.

On the other hand, teenagers do not use twitter. Most have signed up to the service, but don’t post regular updates since it exhausts their mobile phone credit.

Other uses of the Internet include a source of information for a variety of topics. They use Google and YouTube (Anime is popular), and some make purchases from eBay although many don’t have credit cards to facilitate purchasing.

DIRECTORIES.

Teenagers never use real directories (hard copy catalogues such as yellow pages). They contain services that teenagers don’t require. It’s easier (and free) to type in your query to Google.

VIRAL/OUTDOOR MEDIA.

Most teenagers enjoy and support viral marketing, as often it creates humorous and interesting content. They don’t like advertising so they ignore it. Outdoor advertising fares a little better, depending on content, although ads that are very different will cause them to stop and think about it.

MUSIC.

Teenagers listen to a lot of music, mostly whilst doing something else (like travelling or using a computer) which makes it hard to get a sense of their time spent listening to it. They prefer to share music and download illegally because of the cost of purchasing it.

CINEMA.

Teenagers visit the cinema quite often, regardless of what is on, for the social experience of getting together with their friends.

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Authority Rules: 10 Rock Solid Elements of Online Marketing.

When I compile posts for my blog, sometimes I have ideas about what to write and other times I check out different places to kick start my thinking.

So this morning, I went to Google news to check out the business and technology section.

Not much there I was interested in talking about (except that someone else thought Apple was doing it better than Microsoft).

(Glad to see it’s not just me that is critical of Microsoft’s marketing behaviour.)

Next I visited some favorite blogs including Copyblogger and came across this item I want to share.

It’s a good read, entirely free, called Authority Rules: 10 Rock Solid Elements of Online Marketing. Check it out for yourself, it’s worth the few minutes of your time.

But first, I’ll set the scene.
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The Importance of Hope.

Sam the Koala was put to sleep yesterday. It was a very sad day.

She had caught a cervical infection, chlamydia, that affects about 50% of Australia’s Koala population. She was three years old.

There was nothing remarkable about Sam. She was just another cute Koala, except this particular Koala had morphed into a symbol of hope amid the devastating 2009 Victorian bush fires.
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How To Become A Celebrity.

So I was snooping in a book store when I uncovered one of those $5 bargains that’s too good to pass by.

It was simply called it! with a sub-head that read “9 Secrets of the Rich and Famous That Will Take You To The Top”.

Native New Yorkers know its author well. For everyone else, Paula Froelich was, until very recently, the number two writer for Page Six (NY Post).

So, given her background, if there is a person on this planet that knows about stardom, it is Paula.

Let’s face it, after grinding out daily gossip columns for almost a decade, fielding dozens of PR rep calls every day, she’s somewhat the expert in the inside machinations of the celebrity world.

Now, according to Paula, celebrities are made not born.

So if you’re planning to be the face of your brand, or chuck in your marketing day job for a spot in the limelight, grab your designer coffee, find a comfy armchair and get yourself settled.

For here are the 9 Rules you’re gonna need to know and follow:
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How Goliath Should Respond to David.

So, you’re United Airlines and Dave Carroll has socked an almighty punch to your brand reputation.

Of course, you wouldn’t be in this position in the first place had you not given him due cause to take his protest onto the international stage. But that’s another story. The big question is, what do you do now?


TIPS FOR REPUTATION DAMAGE CONTROL.

  1. Accept responsibility for what happened. Be gracious, apologize and offer to make amends. (Look on the bright side. You’ve been offered constructive criticism that highlights an opportunity for you to do it better.)
  2. Explain how you are going to ensure it doesn’t happen again. This means acknowledging the problem and fixing it. Then you need to communicate that the problem has been fixed and what people should do in the unlikely event it reoccurs. Depending on the industry you are in, you might hire your critic. If they are the one person who really knows exactly what’s wrong, they might also be the best person around to help you to fix it. You might even convert them to a brand champion in the process.
  3. Walk the talk. Or don’t make promises you won’t keep. (You’ve already broken one promise, it’s what got you into this mess in the first place, so don’t compound your problems by breaking another one.) Now that the world is aware of what has happened once, customers and competitors will not be shy about saying something when it happens again.
  4. Do not threaten, intimidate or any way force the person to retract, remove or change damaging content. Bribery, coercion and lawyers letters are the last thing that should be on your mind right now. You can’t shut up things on the Internet. Just trying to do it can lead to worse damage.
  5. Implement a brand reputation program.


ELEMENTS OF A BRAND REPUTATION STRATEGY.

There is little more harmful than a flurry of negative press. And with the Internet offering far-flung strangers the opportunity to share opinions and scrutinize your performance, it’s even more imperative to manage the effects. Consumers in their droves are heading to the Internet to select which brands they will support and they are reading all the stuff that’s said about you.

The vehicle companies use to manage their reputations is a brand reputation program. It is essentially a hybrid of the traditional public relations model that incorporates a management component for activity online. It works like this:

Step One: Monitor what is being said.

You should be aware of what is being said about you, your products, brands and competitors. You can do this easily by using some tools that are freely available. Examples of these tools include Google Alerts, Yahoo Alerts, Google News, Technorati, BlogPulse or BoardTracker. Set yourself up to receive free alerts, or go to these websites (such as news or Technorati) and perform a search.

Step Two: Respond to Negative Feedback.

Here are the guidelines:

  • Respond, don’t react. Be measured, positive and calm about what is being said. You don’t have to respond to absolutely everything. It’s a judgment call on your part whether you think you should engage.
  • Figure out whether the feedback is genuine or competitor-driven. This will govern how you respond.
  • If it’s customer-driven genuine feedback, be timely (don’t respond to old posts), transparent (say who you are) and honest. Thank them for feedback. Engage in an open friendly way. You can invite trial of your product or use some other form of inclusionary brand tactic.
  • If you suspect it’s competitor-driven, don’t make accusations without proof. Use positive brand messages from other sources to use as links in a reply post. Be nice. Ask for their contact details so you can handle their issue personally. If they won’t supply it, it may impact negatively on their credibility not yours. You can report harmful or defamatory content and request its removal. Try to identify the person posting the content. Leave your lawyers as a last resort

Step 3: Build a Resilience Plan.

People are surprisingly forgiving. For the most part, brands can afford to make a few mistakes provided that they admit them, fix them, and don’t make mistakes all the time. To counteract the impact of negative publicity and feedback, brands need to build resilience against negative perceptions, and they can do this by:

  • Creating on-going two-way conversations with customers. This enables the brand to better understand exactly what its customers want. Create a blog, engage in forums and groups, survey your customers or invite them into your premises. Get feedback from your sales teams. Try to understand what’s important to your customers.
  • Writing regular news stories with positive messages that can be released to media, influencers and uploaded onto your own website. Smaller businesses can do this quite cheaply using PRWeb or another media distribution firm that also offers an editorial service.
  • Thinking the value ledger concept. Build a repository out there of good things your brand thinks, has said or done. It boils down to having more good stories to outweigh the few bad ones.
  • Encouraging active, influential brand champions to talk about you in the market. Credible bloggers and journalists can do a lot to help build your brand resilience. Implement a concerted campaign to win them over.
  • Actions speak louder than words. Transparency and action build positive brand perceptions which in turn offer cover against future PR disasters. Spin doesn’t work. You have to be seen to be believed. Get involved in activities that ensure your brand is seen positively. For example, if you make a food product, be the first to offer transparency in labeling.

In a fast-moving, complicated world, no single PR strategy is going to enable you to escape some degree of brand attack. But what smarter companies do is plan ahead. By doing so, they are armed and ready to defend their good name.

See Related Post: How Goliath Gets Real.

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How Goliath Gets Real.

The Internet is the ultimate democracy. Anyone with an Internet connection can share their opinions, regardless of whether they are good or bad, and they can do it honestly, publicly and uncensored. When you sit on the right side of the ledger, the collective opinion can propel your brand onto the world stage. Do it wrong, though, and in some cases it can render it almost worthless.

You are powerless to stop negative commentary and feedback. This is part of the power of this new democracy. Send a threatening lawyer’s letter to shut someone up, and they might just publish it online causing you even greater havoc. You don’t have control, and those brands that try to enforce it end up looking scared.

The power of the Internet doesn’t stop there, of course. It is also a powerful leveler, one where a single person can etch the name of your company onto a lone bullet, aim and fire, and leave even the most powerful brands in the world reeling from the carnage. If you’re one of the very few brands who still hold any shred of doubt about your vulnerability, just turn to Dave Carroll’s story to set your own internal barometer straight.

You can Google for the rest of the story, but the lesson is clear. Before the Internet, big brands may have got away with less-than-ordinary behavior. Now it isn’t possible to escape penalty for it. When Dave Carroll warns United he’s going to write songs about his experience with their brand, one can almost imagine the rolling of the eyes in their hallowed corridors. Those same eyes will be spinning, not rolling, anymore.

For what started as a simple compensation claim for $USD1200 for the repair of a guitar morphed into brand carnage. The video reached more than 4 million viewers in 3 weeks, was reported in most major media, and became a lively topic for blogs, forums and dinner parties around the world.

It will cost United millions of dollars to repair the damage to its reputation. One wonders whether it can even be done. And sadly for United it will take a long time. High profile, catchy ditties, such as the one created by Dave Carroll, just don’t fade from people’s memories fast enough to save the biggest brands in the world.

Of course, the last laugh is with Dave Carroll. He’s gone on to international recognition for his music and song-writing. His music sales have soared. His band is in demand. He has offers pouring in. Bob Taylor wants to give him guitars.

And it’s all thanks to a big brand that claims to care about its customers but when the time came to walk the talk, it stubbornly refused to step forward.

See related post: How Goliath Should Respond To David

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