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Archive for the ‘PR’ Category

Brand Ambassadors

Tuesday, February 23rd, 2010 by Gretchen Reed

A recent negative experience with an ISP installer reminded me of the often-overlooked role of employees as brand ambassadors.

Especially in service businesses, employees are not only the company’s “face,” but, to some extent, its “product.” The way employees perform reflects directly on the reputation of the business, for better or worse. This interaction is often far more powerful than any advertising campaign or PR effort.

We often encourage our clients to enlist their employees as brand ambassadors, but in order for this to happen, there must be both management commitment and employee receptivity.

First, management must make a considered effort – not just pay lip service to – sharing the company’s goals, vision and values. They also need to lead by example by not only saying what they will do, but actually doing it.

On the employee side, employees who are treated fairly, rewarded for excellent performance and, just as important, called on inferior performance are much more likely to behave in a way that makes their employers proud – and customers happy.

In the case of my ISP experience, the next time a competitor’s direct mail piece arrives or commercial airs, you can bet I will be paying more attention. I guess that makes the installer a brand detractor, rather than ambassador. And just how many of those can a company afford to have?

JMC Team Profiles: Sandy Frinton

Thursday, February 18th, 2010 by John Mallen

I entered PR at the turning point. In the old system, public relations practitioners were heavily drawn from the ranks of the media. In the 1980s, that had begun to change. So when Sandy Frinton walked into JMC in 1998, she was an unusual representative of the PR candidates of the past. She was intent on crossing over to the other side, from journalism – then the business team at DowJones’ Times Herald-Record – to the world of PR with JMC.

Sandy Frinton

Sandy Frinton

Sandy, minted from SUNY University of Buffalo, began her career with the Register-Star in Hudson and then moved to the Daily Freeman in Kingston. She went to NYC for a stint as a textiles editor at Fairchild’s Home Furnishings News (HFN) in New York City before returning to business reporting in the Hudson Valley at the TH-R in Middletown.

She has been with JMC for more than 10 years, wearing one hat as director of media relations supporting most every client, and as account leader, currently for Polymer Group, Inc. (PGI) and the International Association of Outsourcing Professionals (IAOP), and also serves on the JMC team supporting Performance Fibers.

Something Old

Reminiscent of PR in the past, Sandy brings to public relations what so many once did – a deep respect for the working media steeped in a sense of shared mission.

In a recent conversation, it became clear, “I am a writer. I interview clients. I write their stories and I bring the stories to the media.”

To be very clear, Sandy does not see herself primarily as a salesperson selling stories to people in the media. “I see my role as being there to help the media whether it is providing a good news source when they are on deadline, providing a photo or graphic to add to their story, or preparing a bylined article on a timely topic.”

In a sense shared by many former media people now in PR, Sandy has two clients: first, the customer client who hires us and second, the media client with whom we share a professional stem – preparing stories.

“PR agencies need to maintain relationships with the media. We need them and they need us. When I call people in the media, I want to add value for them. I see the writing I do and what I bring from the client as helping the media people do their jobs,” Sandy says.

“I don’t like disappointing the media, as when clients back out of an interview they have committed to do,” this being one of the negative things about her job.

This PR professional has a relationship of trust and respect of the media. “My passion is in getting the story, finding journalists to accept the information and write it. I like having the relationship with the media people we work with. I connect with them as a fellow writer because I am excited about the story. I talk about a client story as a story I would like to write, and sometimes I do because newsrooms are so short staffed these days with cutbacks.”

Something New

Social media is today’s buzz. Coming from her journalistic roots, “I feel bad. The mainstream media is declining. Journalists are losing their jobs and not being treated well,” Sandy says.

“But there are a lot of good writers in the social media world. Young people are still being attracted to journalism for the same reasons we were but the shape of the industry is changing. It may begin with a blog or a newsletter. People are coming up with different ways of making a living because they have to.”

“The good writers in the social media world have become sources of real reliable news. They are part of the total media today and I respect them and the role they play.”

Recollections involving the rise of integrity, remembering Peter Sewell, and saluting a new generation of PR leaders

Saturday, November 14th, 2009 by John Mallen

Fresh from the Autumn meeting of  the Public Relations Global Network (PRGN), now 40 agencies on multiple continents, it’s inspiring to experience the energy being devoted to communications that can help energize business and financial success of clients these agencies serve.

Several top-line themes emerge for me, our firm being a member and one of the host agencies here in New York City along with Adam Friedman Associates and Cooperkatz&Company.

1. Central to commercial communications today are the themes of trust, integrity, honesty and sustainability.  While always important, they have become top-line priorites as a result of the economic melt down, governments’ response, and the roaring disaffection and cynicism of consumers and citizens.

2. The responsibility for formulating trustworthiness, cultural integrity and commitments to honesty in our institutions is falling to a new generation of executive leader and communications consultant — those in their mid 40’s (the tail of the Baby Boom Generation) and the 40+ group in the Generation X tribe ( from the mid 40’s to early ’80’s).  Looking at our PRGN members, our corporate guests and speakers from Dragon Search Marketing, Coldwell Banker, Guardian insurance, Polar USA, Davis & Gilbert law firm — there is a wave of intelligent and responsible leaders coming to the bride and taking over the tiller of our institutions.

3. And point No. 3 here involves my reflection on the last meeting the PRGN held in 2005 in New York. We recalled the then president Peter Sewell, a good friend of the earier generation, who has passed away and whose firm has morped from his son Adam Sewell to a new identity (Beyond PR) and most recently new owners, then the  ”pioneering” (for PRGN) survey we conducted about the emerging importance of new media, and our own first media tour — a kind of “coming out” for the group founded in 1999.

As it 2005, it has been a rainy in New York as it moves across the threshold from fall to winter, as we in PRGN move to a new season and a strong position of leadership in a field that has become increasingly crucial in this world.  These are my recollections.

Describe Yourself!

Wednesday, August 26th, 2009 by John Mallen

I have just been led to a compelling piece “How the Leading Social Sites Describe Themselves” by Steve Rubel. Steve’s piece is worth reading, but his view applies to far more than the social Web, and touches on a favorite peeve of mine.

Rubel’s blog follows his return to the City from the Bay Area where a high penetration of Digerati (I love that term) is accompanied by a parochial focus of these tech-savvy folk, as evinced by how popular social Web sites introduce themselves. It really would be difficult for someone who is not a member of the cognoscenti to make an intelligent choice from among Twitter, digg, Friendfeed and others.

I find the same condition far too often in too many places. Take trade shows, where in my experience the more high-tech the exhibitor the more undifferentiated their presentations. Glitzy to be sure. Clarity of what they are, not much. The same carries over to brochures, videos, Web sites and other marketing materials. You really need to dig to understand just what they’re about.

I’m with Steve Rubel. Describe yourself! It’s job No.1 for any customer facing activity.

Need help? Just call us or any of our 39 colleague firms in the Public Relations Global Network.

Something Old Something New

Friday, January 9th, 2009 by John Mallen

newsroom-by-fullcodepress3

Earlier in the day, one of the clients pounded the table. “Out! Push the message out! I want to get the message out. I want to get people behind this!”  Visions of Facebook, Twitter, and other social networking services danced in my head.

“We need ads! ” said the client.  Nothing in the county has a greater impact than does Ulster Publishing,  independent producers of  six weekly newspapers. Read that to mean the dominant Daily Freeman and it’s companions dailies, The Poughkeepsie Journal and Times Herald Record are not seen as driving opinion. 

“Let’s talk about on-line social networking,” I said. 
Later today, a link to a friend and colleague’s blog landed in my e-mauil in-box.  It’s all about setting up meetings with media people, include influential boggers. It’s by one Kelly, a senior account exec at Landis PR in San Francisco. Nice job. The piece has solid tactical points. I’m thinking of “borrowing” it for a series on PR basics.

Next comes an email from another friend and colleage in PRGN, our network of independent PR firms.  Jay Van Vechtan  emailed a compelling e-mail responding to Kelly’s post.

Says Jay: “In days gone by I loved them, but over the years the opportunities for booking a client on a locally produced TV talk, news or radio show has waned at best.  Locally produced morning talk programs have been replaced by syndicated shows.  Morning, noon and drive time news programs have been cut to the bare minimum, all but eliminating time for live, in-studio guests.  Newspapers are in a free fall, with staff cut backs and reduced circulation.  The magazine industry is floundering.  And so where does that leave us?”

Jay moves along with sound, practical suggestions for conducting a media tour in the new Millenium. He recommends outsourcing the work to a group that does satellite media tours, hitting mainly the second rung ADIs.

All the preceding is fine and good. But are those of us in professional communications hanging too long on mainstream media (MSM) and too little on  Web 2.0 social marketing? Sometimes I want to jump up and down waving red flags and say, “HEY it’s changed!”  Sure we have MSM on the one hand and social media with long-tail marketing on the other. 

Listen to Robert Scoble, one of the top bloggers (and representative of Microsoft) talking about social media back in 2007:   “When I say “social media” or “new media” I’m talking about Internet media that has the ability to interact with it in some way. IE, not a press release like over on PR Newswire, but something like what we did over on Channel 9 where you could say “Microsoft sucks” right underneath one of my videos.

“I don’t really care what you call this “new media” but you’ve got to admit that something different is happening here than happens on other media above.”

I’m reacting to messages from clients and colleages at both ends of the day. Yes I really like MSM; indeed grew up as a reporter for The Providence Journal-Bulletin. But Web 2.0 Internet is bringing a tsunami of creative distruction to MSM. Many of us in professional communications find ourselves working harder and harder to get any exposure we can in MSM outlets that are reacing fewer and fewer people with vehices that have less and less content.

Meanwhile Internet communications continues to get larger and larger, more and more focused, faster, slicker, more compelling and tunable than any other media. Individuals can talk back, even have a conversation with one another as well as news makers.  

With all the foregoing passion, I admit that as professional PR and comms resource too many are way under-engaged in social media. It’s not iinertia or blindness, not really. We’re all doing some. What we need is a full-blown process, spec development, and  execution that’s easily managed. Something easy tha all of us can use.

Photo with permission from Full Code Press

When You Are the Difference, PR Rocks

Wednesday, August 27th, 2008 by admin

In recent weeks I’ve found myself slicing and dicing attributes of various clients’ offerings to isolate a core component of branding and marketing success – differentiation.

It’s about answering the prospect’s question, “Why should I choose you?”

Sometimes the differences are minimal and pretty much meaningless. Does the buyer even care?

What I have seen in many cases, there is one differential the buyer does care about: you, your brand, or your company. What’s different and persuasive, it turns out, is who and what you are.

Sometimes it may be all that you need.

When you or your organization brand communications is a big part of what customers love, then success means  keeping in touch and maintaining great relations with your customers. PR rocks.

Universal Communications Truth: Dr's, Editors and Critics are Needed

Saturday, March 1st, 2008 by admin

U.S. Capitol Building It was yesterday in Washington that reinforced for me the principle, “You cannot be your own doctor.”

In communications, self-diagnosis and self medication is easy to fall into. Most of yesterday was spent with a small team of board members meeting with the CEO of a national not-for-profit organization. Indeed, it’s an organization about to take a giant step in growth, a step that will entail major fund raising activities.

As we board members pressed for a crisp definition of the organization and clear statements of the benefits it generates, the CEO and staff resisted. “We have done that! It’s all here. We have everything we need to kick off the fund raising.”

Messages were not clear, the differentiation was not expressed, and other messages lacked precision. How could that be? After all, the paid staff is highly competent.

The answer lies in the “real-world” conditions we all face. Day-to-day hard work pulls us many ways. Just getting things done is the immediate goal. The messaging roles flawlessly in the minds internal people, who move with agility from conversation to conversation, but the messaging doesn’t stand on its own.

I know. A similar situation happend to me. Two weeks ago that my partner was at a workshop, where it was pointed out our firm did not have a positioning statement — an expression of how we want the business to be perceived. I could not believe it. After all, much of what we do is preparing positioning statements for clients. I pulled out the Messaging Platform that I’d personally drafted. Sure enough, the positioning statement isn’t there.

In sum, we truly cannot be our own doctors. We need critics who can tell us what’s missing in our communications and editors to make sure our messages are clear and understood.

PR Blogging Ethics -Salute to Ogilvy PR

Sunday, September 9th, 2007 by John Mallen

My intent in this blog is perhaps a slight bit different than that of many other in the PR and Marketing Communications world. The aim here is to present information mainly for the generalist manager and business owner, identifying the power and potential of communications as a tool that can leverage everything else they are doing and, in turn, help drive success. In other words it is not intended to be another resource for professional PR, advertising and kindred professionals.

But I step aside from the generalist perspective to salute Ogilvy PR for developing a code of ethics designed to guide those of us who are professional communicators in our dealings with bloggers. I noticed the alert this evening in a post by Ed Cotton at InfluxInsights, who relays a post by Karl Long at Experience Curve. The original was posted Thursday on Ogilvy’s  360 Digital Influemce Blog. The Ogilvy tenets are a Beta list for discussion and subsequent refinement.

It arrives at the right time. Ed Cotton’s asksthe ad community, “Who is going after the bloggers first - media planners or PR?” The important point is not that PR may be leading advertising this time around, but rather that bloggers may well find themselves even more overwhelmed as the entire communications infrastructure reaches to them. Does anyone else remember the noise that erupted with CB radio?

The long-tail value of micro-segments than are becoming attractive market targets can mean an increase  in the caucaphony of of voices pitching the bloggers who serve these micro communities of interest, It is not jst just publicists but potentially media buyers and maybe even others of us who working in the “markeing mix.” Bloggers are clearly a very tempting SPAM target.

PR people have some level of etiquette training. For how many years now have journalists, appearing as panelists at innumerable conferences advised (pleaded?) with the forever refreshed crop of PR pratitioners to “please read the publication [see the TV show, hear the radio program, etc...],” to “understand” what it is we cover!  Please don’t think casting bread upon the water will see your item miracuously appear?” Today we’d call that spamming the media. It doesn’t work with the media nor with bloggers for the same reason.

What I like about PR driving the bus versus advertising is that — when we practice what we have learned –we can keep our relations with bloggers personal, that is aimed to meet their needs. What I like about Ogilvy PR’s Outreach Code of Ethics is that we can keep the process respectful.