Category Archives: public relations

Don’t forget to be human during a crisis

That’s a strategy BP is apparently ignoring as it fumbles through the aftermath of its massive and still uncontained oil spill in the Gulf of Mexico. You can read about public relations gaffes the company has made here, here and here.  And I’m sure you could find more opinions on Twitter, other blogs about public relations, in your paper’s business section — you name it.

An oil covered pelican, courtesy examiner.com

Yesterday I saw CNN’s Anderson Cooper ask some family members of the eleven workers who died when the oil rig exploded and collapsed if BP had contacted any of them. I saw one interview with a family member who said two BP representatives came to the funeral, asked if they could hug her, and offered their sympathies. A second interview with another victim’s family said there had been no contact at all from BP. I couldn’t believe it. She said they hadn’t even received a letter.

Here are three things I think BP could do immediately to be more human:

1. Significantly lower prices at all your gas stations across the country. While some boycotts are already being organized, many Americans would see lower gas prices as a help during our still-recovering economy. And do it in a way that doesn’t hurt the gas station owners. Help them be your ambassadors.

2. Reach out to all the families. Be sincere. The lawyers may tell you not to say too much due to the risk of ligitation — but you’re already facing tons of lawsuits. Be humble. Be honest.

3. Get your executives out there on the beaches where tar is washing up. Put hard hats on them and shovels in their hands. Hiring temporary workers to do the work is helpful too, especially since some Americans are cancelling their beach vacations due to fear and uncertainty around the spill. Hiring more workers to keep the beaches really clean could keep some coastal communities from hurting quite so badly.

I could make a much longer list. Take James Cameron up on his offer to help. Could it hurt? Hire all the skimmers in the world and fly them in to scoop up as much oil as you possibly can. It’s human when you make a mess to clean it up. Oh, here’s a really difficult one:

Say you’re sorry. Say it loud and say it often.

Help a PR Pro Out!

Social media can drive web traffic, raise money for great causes, provide a great customer service feedback loop, sell products, distribute coupons or a million other things. But next Friday, it could help public relations professionals find the perfect job.

Searching Twitter for the hashtag #HAPPO on February 19th will connect you with the movement designed to help PR pros find jobs and help companies find talented PR pros.

The brainchild of Arik Hanson (@arikhanson) and Valerie Simon (@valeriesimon),  you can read more about #HAPPO here.  If you can help out, please retweet information, tell your friends or promote the day any way you think best.

Will the Olympics in Canada Make Us Forget NBC’s PR Faux Pas?

‘If you work really, really hard, and you’re kind… Amazing things will happen to you.’ — Conan O’Brien

With grace and dignity, Conan O’Brien left The Tonight Show after just 7 months on the air. Short enough and memorable enough to be re-tweeted, the quote at the top of the post became a trending topic on Twitter. Between speeches like this and his remarkable public statement about not accepting a later time slot, O’Brien won the hearts of many who probably wished they had watched his show more and given him the kind of ratings that could have kept him on the air. Regardless, despite being handed a bitter pill by executives at NBC, Conan either is genuinely that nice or that smart or has really good PR folks giving him advice that he actually follows.

Now, NBC on the other hand, apparently could have used more PR advice or more willingness to listen to any good advice that was given. Facing revolt from affiliates who were losing money hand over fist during their late local newscasts deprived of a good lead-in from the experimental Jay Leno show at 10:00PM, involved in a merger with Comcast, and watching The Tonight Show lose to Late Night with David Letterman, NBC had a crisis on its hands.  Wrap all this up with the new media landscape — advertising rates plummeting, profit margins dwindling and the internet further fracturing the viewership that cable cracked in the 80s — and you can see why NBC panicked. But panic never makes for a clear head or the best method to handle a tricky situation.

What happened to Conan O’Brien has been happening to local newscasters for years, and precipitously so in the last few years as media conglomerates own more and more stations. I have known some fine anchors and reporters who worked hard, did a good job and were loved by audiences. But they may have had too much longevity, too high a salary or were taken for granted by a hastily-convened focus group whose answers apparently represented the feelings of everyone in the market. Some of these fine broadcasters are still working in the biz, while others have left for greener pastures and more sane hours.

Regardless, onward come the Olympics — a few weeks of amazing accomplishments, highly-packaged athlete backstories, plus all the glitter and sequins the ice skaters and ice dancers can fit on a few yards of spandex. (Confession: I love ice skating. It’s probably a side effect of growing up in the iceless South.) I cry at least once during the Olympics. I’m just sentimental that way. But what I don’t know is if America’s heartstrings will be played so adeptly that we will forget the underdog we rooted for in Conan O’Brien, the soundbites from NBC execs who called names during the fracas or how we remembered that this wasn’t the first time Jay Leno found himself in a fight over The Tonight Show.

Does time really heal all wounds? Will watching the Olympics take over late night make you less likely to hold a grudge? Or are you just tired of the whole thing and OVER IT already?

How to follow a Twitter chat

woman at computerHave you ever walked into a room where everyone was talking, engaged in an activity and it seems like everyone knows what’s going on but you? Now imagine they’re talking 90 miles a minute. That’s what attending your first Twitter chat can feel like.

The best way to follow a chat in Twitter is to use a client like Tweetgrid, HootSuite, Tweetdeck or Tweetchat. I’ve found it easiest to follow a chat if I do a search for the hashtag the chat is using, the moderator’s twitter stream, @ replies to my name for starters. I have consistently had the most luck with Tweetgrid, and I recently learned it was developed in my home state of North Carolina — so I’m recommending it to you. One more cool thing about Tweetgrid: you enter the hashtag of your chat and Tweetgrid adds it to all your tweets so you don’t have to re-enter it and the character counter includes it so you don’t go over 140 characters. Here’s a peek at one setup I use a lot.

Using Tweetgrid for #journchat

Using Tweetgrid for #journchat

Now that you’ve seen how I keep up with a chat, here are some tips for participating without annoying regular chatters:

1. Check the moderator’s Twitter stream for preliminary information about how to join in.
Sometimes this is in the steam, sometimes there’s a link to a place where you can read some basic rules about how this chat likes its members to participate.

2.  Retweet the moderator’s questions to give everyone participating a chance to see them.
Depending on the speed of the Twitter client other folks are using, they may be answering questions 1 and 2 while your moderator is on 3 or 4. Retweeting the question helps pass along the information.

3. Use Q1, Q2, Q3 etc., when you are answering the question.
Example: Q2 No, the press release isn’t dead, but needs to be rethought.

4. Watch your character count.
If your answers are less than 140 characters, they are easy for fellow chat participants to retweet  without changing or with adding a quick comment. Aim to leave 10-15 characters free if you can.

5. When you see a good answer, go ahead and retweet it. Even if you don’t agree with it.
You can mention that you agree, disagree, or spit out your Diet Coke when you read it. Retweeting a comment is a great way to further the dialogue and keep the conversation going.

6. We don’t have to all agree, but we do need to respect other opinions.
There can be some good dialogue going on, but remember it’s a conversation and not an argument.

7. Follow people you find interesting or retweet.
It’s a great way to find new tweeps with a provocative point of view. And if you happen to be pithy and find a lot of new followers after a chat because of your comments, you can follow back, thank them or just engage in a conversation with the new folks you meet.

There are chats ranging from interest in journalism/PR to small businesses, to blogging to personal finances. Meryl K. Evans (@merylkevans) started a list on her blog that has since become a Google spreadsheet updated by many folks. Find a chat you might be interested and mark your calendar. Remember, the comments fly by quickly, and you might need a little practice before you keep up. If you  need more time, you can always perform a search using the hashtag after the event to read the comments at your leisure.

For those of you who are old pros at Twitter chats, what advice would you add?

The Power of PR and Twitter

Valeria Maltoni, whose blog Conversation Agent I’ve been following for a few months, posted a list of 100 PR people using Twitter she recommends because they’re helpful. You may recognize a few names, but you probably won’t recognize them all.
Not everyone likes a list like this, but I figure if someone’s gone to the trouble to compile a list, filled with links, that explains the person’s background a little, it’s worth checking out.

As I clicked through the list, checking people out, I found that some people I thought I’d been following had dropped off my Twitter profile. There were some hiccups months ago with people being added and deleted accidentally all over Twitter.
So this list not only allowed me to find some new PR colleagues to follow, but to re-follow people I thought I’d been following in the first place. You follow?

Is there anyone you’d add to the list?

How to "get" Twitter

Twitter's new home page is designed to help newbies figure out the microblogging service.

Twitter's new home page is designed to help newbies figure out the microblogging service.

You’ve probably heard someone say they don’t “get” Twitter. I hear that a lot, especially since I’m pretty active on Twitter and I tell all my colleagues and people I meet about it. I understand the confusion. It can be a lot like attending a huge party, solo, where you don’t know a soul. Everyone’s talking, they’re in a conversation. You could feel overwhelmed. Shy. Not sure which conversation to join, or even if there is a conversation out there that addresses your passion.

So use that party analogy to get your feet wet. You wouldn’t bust into the party and start shouting at the top of your lungs about your company, your product, your newscast, your blog or your children’s accomplishments, right? You’d probably walk around the room, smile on your face, looking for an opportunity to talk about something that interests you, meet some new people, maybe by starting with your neighbor at the bar or buffet line.

So here are some ideas for getting your conversation started on Twitter:

1. Listen. Use the Twitter search tools (there’s a search box right on the home page) to find conversations regarding topics you’re passionate about. You can search with a keyword to start with, like books, public relations, marketing, or health care. You can also search for Twitter users to follow by using sites like Twellow (a yellow pages-type listing), Twitter Grader or by checking out the people your Twitter friends are following. There are even sites that lists journalists who use Twitter, which is handy for my public relations colleagues.

2. Talk transparently. Be human and honest about what you are doing and who you represent. You don’t get all dressed up in a costume to go to the grocery store — you’re yourself there. Be yourself on Twitter.

3. Remember that Twitter is not a broadcast channel for your company, your blog posts or your personal branding efforts. You should be passing along good information that everyone can use. For every one Tweet about your branding/your company/your blog, you should be passing along 4-5 other Tweets about interesting information, responding to other people’s Tweets and otherwise genuinely conversing. I’ve seen some recommend a 10:1 ratio,  others say 80/20% or even 30/30/30.

As they say in Pirates of the Caribbean about the Pirate Code … “They’re more of a guideline, really”. So jump in the Twitter pool. The water’s fine. We’re starting a game of Marco Polo in a few minutes and you’re invited.

Mary Janes Longing, the Happy Ending

We interrupt this important social media and public relations commentary with breaking shoe news.

Some of you may remember my longing for a certain pair of Mary Janes last summer. No? Let me refresh your memory.

Caught up? Okay. So, even before the economy crashed and my position was eliminated, no way was I paying $189-$229 for that pair of Mary Jane espadrilles. I kept my eye on them, looked for sales at the end of the season. Nothing.

But look what I found today! At Payless!

Don’t you just love a style inspiration? And don’t you especially love that these cost $14.99 instead of $229? Yeah, I thought so. Just save me a pair in 8 1/2, okay?

And some big linky love for Bargainist, which told me about Payless’ big summer sale, which led me to the espadrille section and the objects of my affection.

Measuring Social Media

When I worked for a public relations firm, measuring the ROI of social media was critical, but difficult. These communications tools were new, measurement guidelines seemed to contradict each other and new advice popped up daily. But we still had to explain to our clients why we thought creating a Facebook group, a blog, a Twitter profile or a YouTube channel would help reach their business objectives. So we measured what we could.

We measured how many followers signed up for their Twitter feed, how many comments posted to a blog entry or how web traffic ebbed or flowed when we had blog posts, tweets and status updates linking to a particular page. Good numbers, right? But while the numbers can represent one kind of success, the real measure of social media is engagement and relationships.

As I explain to executives, university students, nonprofits (whoever asks me to talk about one of my favorite subjects), social media is about sharing, connecting, conversation, a dialogue. So does measuring the number of Twitter followers show engagement? How about when you take the auto-follow bots out? Of course not. It’s time for real social media measurement.

That’s why I’m so exciting a social media measurement guru is coming to the PRSA Tar Heel chapter’s monthly meeting next Tuesday. KD Paine has been measuring PR and communications for two decades. I started following her on Twitter a little while ago, reading her blog and catching some of her presentations from other communications conventions. Here are the explanations I’ve been looking for. Let me link you to two:

On Tuesday, Paine’s talk at the Greensboro-High Point Airport Marriott is called “Yes You CAN Measure Social Media”. For a nominal fee, which also buys your lunch and allows you to network with other communications professionals, you can soak up all the smart measurement advice Paine can dish out. Register here.

There’s a Chinese saying: “May you live in interesting times.” It can be both a blessing and a curse. But as public relations professionals we are living through VERY interesting times. Not only is the economy doing its rollercoaster ride, but we are watching print and broadcast journalism change before our eyes, bad pitches held up to public ridicule, and the whirlwind 24/7 news cycle spin even faster through social media’s instantaneous updates and live feeds.

Social media is a new communications tool with a big impact on our profession. Know how and when to use it, and how to measure it when we do, can help us. And we CAN measure it. Look for me at the Marriott on Tuesday!

It’s such an honor to be nominated …

You hear celebrities say that all the time in the mad rush up to the Gold Globes/SAG/BAFTA/Academy Awards ceremonies, and you wonder if they really mean it. Well, I may never walk the red carpet outside the Kodak Theatre, but I can tell you it’s an honor for your work to be nominated for an award.

Two weeks ago, my agency downsized and I held one of the positions that was eliminated. The week after that, I learned the campaign I led was a finalist for the PRSA Silver Anvil awards. Even though I won’t be going to the ceremony and may never get to actually touch the award, I can tell you the honor feels like an Oscar already on my mantle.

And just this morning, the same campaign was named one of five finalists for the Silver SABRE award. I’m really overwhelmed. There are judges in New York who are impressed with my work.

I won’t turn this post into a Sally Field moment:

but I’m awfully pleased and excited. It’ll be hard to wait for May 12 and June 4 to find out what happens at the awards ceremonies. But I don’t think it will be as hard as finding a new job in one of the four states with the highest unemployment due to the economy.

But they say those big movie awards usually open doors for those who win and sometimes for those who are just nominated. I wonder what this will do for me in these uncertain times?

Social media for nonprofits

Here’s a presentation I gave in Raleigh a month ago about how to sell social media to your board and staff. We had a great group — about 100 nonprofits from across North Carolina.