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Posts Tagged ‘Public Relations’

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.”

Making Communications Part of the Value You Deliver Through Customer-Linked Communications

Tuesday, February 9th, 2010 by John Mallen

Many of us recognize that communicating to our markets can augment success. “Advertising sells,” right? But how often have we considered that marketing communications - public relations, online Web communications, and advertising - can be part of the value you offer customers?

In a recession economy where competition is sharper than ever, distinguishing your brand and adding strategic value can be great way to help accelerate your own growth.

I discovered this some years ago as business in advanced materials grew to become a significant part of our client portfolio. Whether metals, technical textiles, plastics and composites, we realized a common opportunity : the advanced materials our clients sold as ingredients delivered significant value and even pizzaz to their customers and, further, to the people who ultimately bought the end product.

Thus a nylon fiber that some time ago had received a U.S. Government “mil spec” for use in ballistic armor - though eclipsed by Kevlar - brought terrific value to soft-sided luggage and became the darling of top brands like Tumi, Hartmann, Samsonite and others. The nylon not only brought direct value to luggage manufacturers, because it was not only tough but took in dyes better than anything else, but became part of the value proposition that led consumers to select  products with “Tru Ballistic” nylon fabric.

Seeing that, we developed tags and end-consumer literature that customers could attach to products in the retail environment. We also produced a training campaign for use in retailers’ sales training programs. Salespeople on the floor could answer questions and help guide consumers to value purchases.

We called this and many other approaches “customer-linked communications.” CLC is more than featuring customers in case studies or arranging for third party testimonials. CLC is communications for, about, and on behalf of a customer. It may involve tangential mention of your brand or no mention at all.

CLC makes sense when:

-  You need to move out of a commodity trap and featuring your customer’s products and services not only helps stimulate and support your sales, but also helps move you from commodity to specialty.

-  You want give priority to certain segments or application niches, and your customer’s success is an efficient way to accomplish this goal

- You want to generate a rush to your product or service from a group of customers who intensively monitor one another, so communicating the success of one customer showcases the value your brand contributes – the value proposition you bring to that customer – and also triggers a barracuda-like feeding frenzy among look-alike customers.

Successfully mounting a CLC initiative is a strategic marketing move that requires coordination among the marketing team, the ad-PR-promotions people and sales. Once organized properly, it can become a dynamic component enthusiastically embraced within the company and among the customers involved.

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.

Earned Social Media

Friday, August 21st, 2009 by John Mallen

Social media marketing may be efficient, but it isn’t free.

I don’t know Len Stein, but I know he’s right about this: earned media AKA “free media,” publicity, editorial coverage, garnered coverage, or placements by whatever name is not free.

Len is the founder of Visibility Public Relations in New Rochelle, N.Y., about 100 miles south of our PR firm. His recent blog brings out several points.

Engineering mentions in the growing amount of media mainstream media (MSM) + social media has become the pursuit of brand managers and marketers, as well as traditional public relations people.  Indeed, the marketers are “rapidly leaving the orbit of ‘paid media’,” Stein observes.

The growing body of media possibilities is the sum of the MSM, where professional editors and producers generate the content, and social media, where the online conversation among individuals is the content. This can be good or not so good.

It’s good, really good, when your company or brand gets mentioned by a third party. It’s considered authentic and it’s delivered in context without interrupting the publics. Such exposure happens when people like us engineer the coverage or stimulate conversations among people online.

Coverage is not so good when a few among all those people connecting with one another start complaining about you or your product. Their conversations can go viral, with the effects damaging and the outfall very, very costly. When that occurs, the professional MSM journalists can even begin covering the viral conversation. Just take a look at the “Motrin moms” fiasco.

Unfortunately they drive the conversation. You don’t.

Taking the steps to effectively manage social media takes time, and time is money, whether it’s done by an agency that sends an invoice or by employees on your payroll. Even the CEO writing late at night. 

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