Posts Tagged ‘business owner’

Media Training In British Columbia: 14 Questions For Businesses Before Bracing For Breaking News

Monday, May 13th, 2013
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In Victoria, British Columbia, safety expert Steven Adelman and I visit the Parliament Buildings. I later spoke about the media at the International Association of Venue Managers regional conference. One of the first issues I discussed with the audience was bracing for breaking news. I explained how I once covered an accidental shooting at a gun show. That story raises the following questions for business owners to consider before news breaks:

  1. If news breaks at your business and you’re not there, how quickly can someone contact you even on weekends? The accidental gun show shooting happened on a Saturday.
  2. Where will the media park their vehicles? We parked our vehicles wherever we could find a space. Would you corral the media into a specific location?
  3. How will the general feelings of your staff or clientele toward the media impact how you handle reporters? Most people I met at the gun show were suspicious of the media. However, some were more accommodating toward me because I worked at a Fox TV station.
  4. Will you or someone on your behalf answer questions from the media about the breaking news?
  5. How would you handle questions about information you don’t have or are not ready to give out?
  6. Will you be able to answer questions in plain English without sounding like a stiff spokesman obviously choosing every word carefully?
  7. Will you use the phrase “no comment”?
  8. Will you present yourself and deliver your words calmly or get caught up in the adrenaline of the moment?
  9. Will what clothes you wear matter? Should you dress like an executive or roll up your sleeves like someone hard at work gathering information? Will you wear jeans if news breaks on the weekends?
  10. How will you handle social media?
  11. How will you handle reporters who want to walk onto private property and interview witnesses and bystanders? The accidental shooting happened at a convention center. Do you clearly understand which areas are public and which are private? What authority do you have in this situation?
  12. How will you handle photographers who want to walk onto private property to shoot video related to the breaking news?
  13. How will you handle media who request to enter your business to shoot video inside related to the breaking news?
  14. Do you need media training or to put together a plan for your staff to prepare for any of these possibilities?

 

Public Relations: Treacherous Territory

Monday, April 8th, 2013
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One person makes enough comments over time, we know where he stands politically. Another man, in a prominent place where prospective clients can easily see, posts a picture of himself with a well-known partisan, political figure. Someone else, during a discussion about a different topic, manages to indicate his disappointment in an election. And yet another person discusses his position on abortion.

All these people have something in common: They are all business people. And the situations in which they made their statements also all have something in common: The business people revealed their positions in front of strangers or others who may hold drastically different views. These very strangers are prospective clients.

Obviously, there’s nothing wrong with having strong political views. But does sharing these views somehow increase business? Do businesses believe sharing their political views will grow their bottom lines by attracting others with similar opinions?

We guess this is a possibility but we doubt this is a true business strategy. After all, how well would this strategy work when businesses share their strong political views in front of strangers with unknown opinions? In those situations, aren’t you potentially alienating liberals or conservatives who might otherwise hire you?

We believe what’s more likely is people cannot help themselves. They feel so strongly about their political beliefs that, even though revealing them goes against their better judgment, they can’t help but work in comments into what are otherwise unrelated conversations. And while you may connect with someone politically, you’re probably more likely pissing off people. These are people who might have used your services but use your one or two political comments to define your entire existence or brand.

Even if we hear political comments we agree with, we sometimes make a mental note that this business person isn’t considering the consequences. There are always examples of businesses which reveal their political positions and do not suffer significant repercussions. However, small businesses especially can not afford to sacrifice a few solid prospects here or there due to unrelated political commentary, unrelated being the key word. Sometimes companies must fight for political positions, such as tax policy, that may directly impact their businesses. But too often, we hear political remarks that hold absolutely no direct relation to the conversation at hand.

Some men can’t help staring down passing women even when standing next to their wives. Some people can’t help eating cookies even when dieting. And we’re convinced some business owners can’t help spewing political jabs even when it may cost them customers.

Politics and government are important. But we often depict America as fairly split down the middle politically. Show some verbal self control. Be smart. And if you automatically assume the people surrounding you agree with you politically, that’s not very smart at all. Politics is a perimeter most businesses should not cross.

Faxing? Didn’t that disappear along with the CD player?

Tuesday, January 8th, 2013
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Janice Hurley-Trailor asked me to stop by her office. We built videos for her. I call the main video “Every Woman Wants To Feel Attractive.” Janice had questions related to Dropbox, Google Drive and YouTube. She had accumulated several YouTube accounts and wanted to merge them. She wanted to learn more about how to help viewers find her videos on YouTube.

Some people use services such as Dropbox and YouTube every day. They subscribe to daily emails detailing other forms of social media like an economist might break down the ins and outs of the fiscal cliff. But I’ve learned the hyped discussions about these sites do not mean business owners around the country know, for example, how to easily navigate from their personal Facebook page to the one about their company. I imagine some of these business owners make better use of their time focusing on their own craft and subscribing to emails about their own industry. These are smart people with successful businesses, but that doesn’t mean they must know about YouTube’s default settings.

Some of us who consider ourselves tech savvy tend to forget much of the world is too busy to experiment with Google Plus or choose the perfect tags for a post. I playfully mock one of our clients who offers to fax us information. Fax? Didn’t that disappear along with the CD player? But faxing works for him and between his patients and their parents and everything else I don’t understand about his industry, he doesn’t have a lot of time to toy around with building a YouTube Channel. And while Dropbox may seem like a simple online service to some users, others didn’t grow up in a world of links, uploading and sharing.

So I sat with Janice and her assistant and step by step helped them with their questions about YouTube. I have spent a lot of time navigating YouTube’s Help section, trying to figure out this or that and how to present videos in the most attractive and effective way possible. I learn things I didn’t imagine others would care to hear from me. I guess Janice could hit the Google highway and search for blogs that answer her specific questions, blogs that explain everything without dancing the lingo. But Janice probably has better things to do like speak at conferences and conduct business makeovers that change people’s lives. I give her information quickly without wasting her time. Plus I’m interesting and make jokes. I get it.

And if for some reason you can’t read this blog on your computer, I am glad to fax it to you.

Public Relations: We Saw Companies Commit These 7 Sins

Saturday, October 20th, 2012
  • Sending clients a computer-generated happy birthday email doesn’t strike me as a genuine way to build brand loyalty. I know the business Public Relations:  We Saw Companies Commit These 7 Sinsowner didn’t remember the birthday and think about it the night before. The email won’t encourage the person who received it to schedule an appointment. Sending a hand-written card would be much more personal.
  • Don’t cold call people on their cell phones. That does not make you business savvy. That makes you annoying.
  • When sending out emails to try to increase membership, do not misspell the word membership.
  • Free webinars are not truly free if you follow up with constant cold calling. If free webinars are any good, business comes naturally.
  • Company’s automatic phone service gives me inaccurate information. Technology saved the company time but wasted mine.
  • Employee tells customer he doesn’t like how the President is running country. Even if provoked, politely pass on such talks.
  • Don’t charge so much for shipping that customers are better off buying the item for more elsewhere.

Media Training And Politics: Did Biden Do What Obama Should Have Done?

Friday, October 12th, 2012

Our guest blogger is Duncan Matheson, President and co-founder of BissettMatheson Communications in New Brunswick, Canada. Here’s what he has to share after reading our blog on media training and the vice presidential debate. This originally appeared at http://bissettmatheson.com/en/blog/

Media Training And Politics:  Did Biden Do What Obama Should Have Done?I mentioned in my last blog that I’m quite into the US election, and by extension, the debates. I must say that I was much more satisfied with the vice-presidential debate last night than I was with that awful performance by President Obama last week.

Joe Biden, I thought, did what Obama should have done – challenged his opponent at every opportunity, acted as on-the-spot fact checker when needed, reminded viewers of the 47% video, and generally came across as genuine and with solid messages, presented in a credible way.

But politics aside, there are lessons to be learned from both Biden’s and Ryan’s performances for anyone who ever needs to promote their business.

In his blog The Flip Side, Arizona communications consultant Keith Yaskin lists what he sees as these lessons.  I think his assessment is bang on, so I’m pleased to share it here.

  • Biden made crisp, key points on Libya. Businesses must do the same on the topics important to them.
  • Biden spoke with passion and used his hands.
  • Ryan made it personal early on by bringing up Scranton, Pennsylvania.
  • Biden told a personal story. Businesses should tell their personal stories.
  • Ryan told stories about his family. Business executives should not fear sharing personal stories to make a point.
  • Biden used the letters CBO. Executives: Don’t use lingo that many people in the audience won’t understand.
  • Both should have been more careful about facial expressions. Media love to show facial expressions which could have unspoken meanings.
  • Ryan told a story about someone he met in the military. Again, the media like to hear personal stories.
  • Both men got too detailed about Afghanistan. Afghanistan is very important, but too many details can lead to losing your audience. Concentrate on your headlines.
  • Biden says “he’s talking about my mother and father.” That’s how you take complicated issues and make them personal.

Those points complements of Scottsdale, Arizona communications consultant Keith Yaskin. It’s a good list.

But it wasn’t all good examples. When Biden pushed Ryan to identify specifically what loopholes his government would eliminate to afford the tax breaks he and Romney were promising, as has been the case throughout the whole campaign, Ryan dodged the question.

People see through that kind of thing. If you are a business owner, don’t do that. It will hurt your credibility.

Crisis Communications: Why We Didn’t Send The Media A Statement (Part 2)

Tuesday, July 17th, 2012

When I worked on investigative special reports for TV, the station often decided not to name or identify the people or companies the story was questioning. This often was the case when the story included undercover video. But we still asked those people and companies for on-camera interviews or some form of comment.

Eventually, something struck me about the companies which submitted a statement compared to those who simply ignored my emails and phone calls. When we included those statements on-air or on our website, we often began, “Company XYZ released the following statement …” The company’s own statement led us to ultimately identify the business.

Plenty of news stations identify the subjects of their investigative reports whether the company agrees to comment or not. But a recent network news investigation again reminded me of this scenario. A company, which hired us for crisis communications, brought the story to my attention. (To learn more about our experience, read Part 1 of our blog series.) The story put several companies in a bad light. If you looked carefully or paused the video and closely inspected it, you might catch information identifying the companies. But the reporter did not identify the companies in his voice over. If fact, he didn’t even identify on-air the company that gave a statement. But when the news network posted the company’s entire statement on its website, I learned the name of business.

When I aired investigative reports and asked companies for comment, a business never asked me, “Does the news story in any way identify my company?” If I answered no, a business owner might wonder what motive he or she might have to self-identify himself by releasing a statement.

“Doing the right thing” might be a motive to release a statement in this case. But when companies are in damage-control mode, owners might legitimately ask themselves why they should self-identify themselves when the TV station is not.

A news story may identity a company many ways. The story could:

  • Name the company
  • Show employees that will identify the company
  • Show video that will identify the company
  • Release other, unknown information that will identify the company.

Companies should ask journalists if their story will identify their businesses in any of the above ways or in another fashion we might not be thinking of. The answers to these questions alone may not provide an answer about whether to grant an interview or release a statement. But the answers would give a company a much clearer picture of what type of PR crisis they might or might not be facing.