Archive for February, 2012

Meeting a pet with your same name

Wednesday, February 29th, 2012

 

I’m watching a movie. One of the characters is named Molly. Molly also is the name of the terrier-German shepherd mix sleeping on my carpet.

A human Molly once stopped by. I told her my dog also is Molly. That felt awkward. Did she mind that I found her name suitable for my dog?

I did not name Molly. I rescued her and she came with that name. I didn’t change it. I didn’t want to confuse her.

I once read Molly is one of the most common names for dogs. I hope this doesn’t bother human Mollys. But I don’t know. I never met a dog named Keith. I honestly don’t think I would mind. But I might feel weird if I met a dog named Keith Yaskin.

When I was growing up, pets had pet names. My Dalmatian was Bandit. My orange cat was Frisky. His mother was Bootsy. After college, I adopted a tabby and named her Chicago after the city.

But if more pets are taking human names, should humans take pet names? I can imagine an old man named Frisky or a cowboy named Bootsy.

I must acknowledge in the past, when I worked with someone I really didn’t like, I sometimes day dreamed of adopting a pet and naming it after that person. I smiled, thinking of walking into work and explaining to that co-worker I just adopted a really ugly dog. You see where I’m going.

Molly is a very good dog. She brings a few bad habits to the dinner table. I think if human Mollys met her, they might appreciate the connection to such a good-hearted and loving creature. Molly is protective. She stands her ground against anyone or anything when necessary. But she doesn’t hold a grudge. She’s patient and by your side. She is comfortable with who she is and doesn’t mind having a beard.

Maybe it’s Molly who should wonder if some humans are worthy of her name.

Have you met a pet with your name?

Media Relations: For some PR pros, it’s pitch dark

Tuesday, February 28th, 2012

 

People sent me tons of pitches when I worked as a TV reporter. Most were super exciting and I enjoyed reading all 33 paragraphs plus attachments.

I always appreciated creative pitches. Marketers often mailed me eye-catching items to grab my attention. I looked at the items and sometimes showed them to my co-workers. But if I didn’t see a good story, I threw the item away. I didn’t want anyone else to steal a great story idea I may have missed.

PR pros often sent me books. I didn’t read them. I wasn’t interested because I was a TV reporter and cared only about my make-up. Co-workers and I lined up the books on a wooden strip dividing our cubicles. We created a library of unusually titled books none of us opened. We simply laughed at them. Writing humor is hard.

Maybe these marketers simply sent these items to the wrong reporters. Someone once pitched me a fashion story in LA. I was an investigative reporter in Phoenix. Mistakes happen.

Although I’m no longer reporting on-air, marketers still email me pitches. Maybe those marketers are catching up on local news and watching old newscasts on their DVRs that still include me. Maybe someone forgot to take my publicity headshot off the dartboard they use to pick what journalists to pitch.

Carefully identify whom to send a pitch to. If you send a good pitch to the wrong person, your idea may fall into a black hole or land on the desk of someone who doesn’t appreciate what you offer. And I know you have something good to offer. Try to explain it in less than 30 paragraphs.

Flag Day Media Training

Tuesday, February 28th, 2012

A day of media training in Flagstaff.

 

 

Video: A Heart Walk in Tempe Beach Park … and we spotted Ghostbusters

Sunday, February 26th, 2012

This is the Greater Phoenix Heart Walk. We were working, but we also feel a personal connection. Loren lost her father Jerry to a heart attack. He is always in her thoughts. Walks bring different types of people together for a similar goal. We even spotted some Ghostbusters. Ghostbusters? We Googled them. Learn more about the Arizona Ghostbusters.

 

 

 

 

 

Pooch Public Relations: Hounding my dog Molly about her folly

Thursday, February 23rd, 2012

 

The TV is blaring. Everyone is talking. And all that racket can come to a sudden silence when we hear a familiar, household sound:

Molly burping.

Molly is our rescue dog, a mix of terrier and German shepherd. Yank her ears, accidentally thump her head and stick your face in her food. Throughout it all, Molly will turn the other hairy cheek and offer what amounts to a canine’s best effort at a smile. (She was understanding last week when I dropped a waffle on her head, leaving her hair entangled with butter.) But, in very unladylike fashion, Molly will coolly tap her paws across the tile, belt out a belch and keep trotting as if to say, “It wasn’t me. It was the human.” Some burps are mild. Others make you curious if she is truly a large man dressed in a dog costume.

I’ve wondered aloud on Twitter why Molly doesn’t cover her mouth or offer an “excuse me.” You might chuckle at my request, but I don’t believe I ask the impossible. In the beginning, while enjoying human leftovers on a paper plate, Molly frustratingly watched the plate slide subtly away each time she took a bite. Imagine eating dinner and after each fork full, the plate moved slightly toward the center of the table. Molly solved this problem, learning to place a paw on the plate while eating, keeping her meal stationary in order to enjoy leftover pasta. Her maneuver and ability to problem solve impressed me even though she leaves me to throw the plate in the trash.

I once watched Molly, exhausted with a small dog who wouldn’t stop yapping, pin a canine in a corner by pressing a paw against the center of the smaller creature’s stomach. Any wrestler would envy this move and offer her a victorious three count.

None of this mentions the more traditional paw moves of digging up backyard dirt, stretching out a leg to the command of “paw” or using that paw to playfully keep a toy and block my attempt to give my dog a bear hug. So I don’t believe I make an unreasonable request for Molly to raise a paw to cover her mouth when burping. She can do it. I know she can. And don’t tell me she doesn’t know burping out loud is bad. Dogs know when they’ve done something wrong and our feedback in the past should lead her to no other deduction.

Unless she’s holding back, Molly probably can’t say “excuse me.” But she uses her voice for many purposes. She’s learned barking at certain times translates into “Let me out,” “let me back in,” “an SUV just pulled into the driveway across the street,” “someone you don’t want to talk to is at the front door” and “shut up dog next door. This wall prevents me from seeing you, but I know you’re there and if this wall ever comes down, I will take YOU down.”

Molly, the next time she strolls past the TV and burps, could certainly turn her head toward me and offer a soft, off-the-cuff ruff, which I would immediately understand to mean, “excuse me.”

Molly is likely a dog of the unsophisticated streets who didn’t spend her first six months lapping up luxury at the feet of a wealthy parent who served her real chicken and rice. But, at some point, she must take personal responsibility and realize that, no matter what is acceptable on the streets or in dog society in general, belching with vigor and pride is generally not acceptable behavior. A really loud one will force me to rewind my DVR to replay a line I missed on TV. I encourage canines to join the conversation, create content and apply a call to action to address similar issues while using questionable metrics to determine the discussion’s ROI. Perhaps this will help with one of Molly’s few follies.

Media Training: Handling unexpected interviews and the questions that follow

Thursday, February 23rd, 2012

A city official told me a reporter unexpectedly called and explained she was headed into town for an interview she needed. Later during the previously unscheduled interview, the reporter asked questions the city official didn’t see coming. The reporter asked what seemed like the same question repeatedly, each time slightly different. It was uncomfortable, but the reporter thanked everyone before leaving.

I sometimes called government agencies for interviews, explaining I was already on my way, ready or not. But most of these cases involved breaking news when I was under a ridiculous deadline and I simply needed the nuts and bolts of a story.

People sometimes suggested to me that when I assumed someone wouldn’t be interested in talking about a controversial topic, I should slide into the door by implying the subject was about something easier and conveniently not mentioning the true focus of some tough questions. I don’t like that approach. Interviewees feel tricked and then they share stories about reporters they don’t like. At some point in my career, I decided the best practice is to be up front and if someone declines an interview, so be it. I would explain in the story the person would not go on camera.

Here are my suggestions for those unexpected interviews and questions that follow:

  • If journalists say they are on their way for an unscheduled interview ready or not, don’t be afraid to decline. Even if you work for the government and the “people,” you aren’t at the mercy of any reporter who calls at any time. You should remain flexible for the media but not a punching bag.
  • Ask very specific questions about the focus of the interview. If something seems fishy or you feel something doesn’t seem right, ask more questions. Force journalists into a corner so they practically have to lie if their ultimate goal is to discuss an unmentioned topic. Most journalists are uncomfortable with lying, but some are OK with stretching the truth or leaving out important information when trying to obtain an interview.
  • To the best of your ability as a human, prepare for any question. And always have canned responses for the curve balls you just don’t have answers to. Practice. Ask someone to ask you questions on just about anything and grade yourself.
  • Don’t let the media see you sweat. If you get mad, if you walk away, if your public information officer steps in to save you, the media more often than not will use that very video. It makes “good TV.”
  • Don’t be afraid to call a reporter or a newsroom afterward and complain. If a reporter did you wrong, call him or her on it. You may be ignored. But I’ve seen several times when someone complained to a general manager or news director and it led to a genuine conversation about how the interview was handled.

What unexpected tough interviews have you experienced?

Stick ‘em up! This is an interview!

Wednesday, February 22nd, 2012

Neil Miller worked as a television photographer at a time when employees still stayed at the same company for decades. And although Neil balanced a video camera on his shoulder most of the time I worked with him, his true claim to fame was his black and white still photography. He mesmerized me with his ability to capture candid shots when his camera was nowhere near his face. He simply held his camera out somewhere and grabbed a moment in time. He and I once covered a story of someone arriving at the airport and as usual, even though we stood by waiting to shoot video, he slung his still camera around his neck. Before the person we waited for arrived, Neil captured snapshots of other families embracing, excited to see each other after a long absence. I remember thinking those families will never know a stranger just captured one of the best pictures of them … ever. Neil sometimes would show us photos he took in the 70s and 80s but had just developed … moments in time with people whose lives and careers had long ago moved on elsewhere. Neil didn’t normally shoot weddings, but we persuaded him to shoot ours in black and white, so we feel a personal connection to his work. This weekend I found one of Neil’s pictures while cleaning out our garage. This is not a candid but it’s fun. And Neil’s quick clicks when you least expected it made some otherwise dull days a little more interesting.

Public Relations: I might soon be enjoying a $15 monthly maintenance fee

Monday, February 20th, 2012

My bank mailed me a letter. It discussed the benefits of using its cards and earning points for rewards and cash back. The letter stated “We are here to help” and how the bank strives “to provide the best products and services to meet all of your banking needs.” Toward the end, the letter read “Thank you for your business.” It includes some fine print but overall was easy for me to understand.

Did I mention the letter’s purpose was to inform me the bank is changing the terms of one of my accounts? Unless I qualify for one of the waivers, I will soon be enjoying a $15 monthly maintenance fee. I’m not sure if I can meet the waivers’ requirements especially considering some involve footnotes I’ve yet to enjoy perusing while sipping hot chocolate and snuggled up to the fireplace.

What is a maintenance fee? What is a convenience fee, another term I sometimes hear in different circumstances?

This letter reminds me of movie scenes when someone punches some poor guy in the stomach and then says “have a nice day” before walking away. This letter reminds me of a beautifully wrapped gift box full of rocks.

If I were to write this letter, I would try this approach: “Dear Valued Customer:  I know no matter how hard I try, no matter how many sweet word substitutions I find in a thesaurus, no matter how many communications specialists I run this by, you’re not going to believe this bank is hard up for money. Yes, I know you have a gazillion accounts with us, but I’m told we really need that 15 bucks a month. I myself don’t know all the circumstances. Someone simply asked me to make this appear visually appealing and sound like we’re doing you a favor. Look, if I were you, take a moment out of your day, call us, plead your case, threaten to join a credit union and maybe someone with power will let you off the hook. We appreciate your business.”

No matter whom you hire for communications help, this is a tough letter to write. But give it to me straight:  What is a maintenance fee? What is it paying for? Why are you charging me a maintenance fee now? Plead your case. Who screwed the bank, forcing it to collect this cash? What’s the real story? And at least pretend you regret this fee.

You could provide me with all that information and I still might gaze at you with my big, cynical eyes. But try me. Try harder to make me understand. I’ve been known to pay a little extra for good service. Of course, if the bank is too embarrassed or hesitates to shout out loud the reasoning behind the fee, then you’ve got another problem.

Cell phone companies have charged me activation fees. So have cable companies. When we ask about these mysterious charges, I get the impression the customer service representatives are sitting in the dark with the rest of us.

I’ll call the bank because I desperately need something to do with my time and have plenty to spare. I’ll plead my case and try to prove I really am a valued customer. If my arguments fail to persuade anyone I deserve a break, I’ll find a credit union or some other bank no matter how much time it wastes. I know. It’s only $15 dollars and the price of gas and food are at record low levels. But I’ve decided the bank’s letter wasn’t pretty enough and didn’t quite reach the literary level of Leaves of Grass.

I wonder if the bank could have saved $15 by not sending out the letters.

Our Video “May The Floss Be With You”

Friday, February 17th, 2012

At some point in our lives, we are taught telling the full truth is too dicey

Monday, February 13th, 2012

Someone called me a “romantic.” It had nothing to do with Valentine’s Day.

Earlier that morning, I got into a heated exchange with someone providing me customer service. Her answers are not what bothered me most. Her lack of direct answers bothered me. I asked yes or no questions and she provided answers that did not involve yes or no. Her answers sounded more like theory or philosophy where words drift in the air and fade away without true meaning.

A while back, I sometimes posted Tweets with the hashtag #waronbs or #nomorebs. I’m talking more than politicians, who make statements, get criticism and then claim they need to “clarify” their remarks. Think about it. How many people are truly left who keep it real or tell it like it is?

We live in a world where not returning repeated e-mails or phone calls seems standard. And when people return our phone calls, they often prefer to control the conversation by responding with texts and emails.

When people say something went wrong due to a “miscommunication,” how often do they really mean, “someone screwed up”?

When a friend says she hasn’t returned your message because she’s been swamped, how often does she mean she actually had more important things to do? Let’s keep it real. Even though that friend was busy, I bet she included time to update Facebook or eat lunch, moments she could have called.

At some point in our lives, we are taught telling the full truth is too dicey. Telling your boss the truth might make your job less secure. Telling your customer the facts might sound cold and callous. Telling your friend the reality of the situation might hurt her feelings.

We all know people who pride themselves on being direct and straightforward. Too often, they are the very ones who send texts when the toughest times of truth come calling.

Much of the media, our longtime truth seekers, can’t shoot straight. After another reporter aired a story, I often heard in the newsroom the “real” story. That part never made air.

Email, texts and social media allow spin to thrive. Less often, we are forced to communicate face-to-face, where we might reveal real feelings. Instead, we write well-crafted emails better suited for an English class. We read them over and over. We ask someone else’s opinion. We try to tell someone “off” in the softest, kindest way with a cherry on top. The email ends with “Thank you.” Sometimes I end an email with “thank you” and don’t know why.

So someone called me a “romantic” because I still expect a straight answer. He also told me civility has slipped away in our society. I don’t know. I didn’t live through the 1950s. I can’t compare a range of decades.

I’m not arguing for more conversations with four-letter words. I’m proposing more professional, respectful conversations where we say what we mean and not use words that serve no other purpose than to make people feel better. Do you really believe the public figure needed to “clarify” his words or was “misunderstood”? When your friend claimed he was busy the last six months, did you really believe it?

If you don’t like this blog, I will clarify my remarks later. Thank you.