Posts Tagged ‘Public Relations’
Sunday, May 19th, 2013
We were listening to the radio when a disc jockey began discussing Amy’s Baking Company, a Scottsdale restaurant that cooked up tons of attention after a very controversial TV appearance. The disc jockey explained she would interview someone from the restaurant later in the day. A caller told her on air that one of the biggest lessons people could learn from the situation is not to take criticism personally. The disc jockey responded by explaining such a task is easier said than done. She then repeated this point of view and argued not taking criticism personally is difficult when people are so harsh yet don’t even know you.
On one hand, she is correct. Most businesses can probably share stories of when their blood began to boil due to ungrateful clients. And when we have posted blogs questioning conventional wisdom, readers posted harsh comments that, among other things, unfairly attacked our education, experience, and professionalism.
Amy’s Baking Company raises numerous angles to discuss. But for the purposes of this blog, the lesson is that even if customers slap you verbally, business owners must take the high road. Explain you understand their concerns. Thank them for their feedback. Promise to get back to them with a response if you need time to think it over and cool off. Apologize when appropriate. And if a client is unreasonable on a recurring basis, fire them. But you shouldn’t respond in the same unprofessional way you may have been criticized. Otherwise, you’re asking for a recipe of trouble that will boil over into areas you never saw coming.
Tags: Amy's Baking Company, baking company, business owners, disc jockey, PR, Public Relations, Scottsdale
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Friday, May 17th, 2013
The political tug of war between the Obama administration and Republicans has returned to its insane level of rhetoric that we remember prior to the November elections.
Some Republicans argue the administration misled the public about Benghazi to help ensure a victory in November. Some Democrats argue Republicans are making something out of nothing to tarnish Obama and Hillary Clinton’s potential presidential run in 2016.
Republicans want to know who knew what about the IRS. The administration also criticizes the IRS but points out the president does not run the agency.
And both sides of the aisle express unhappiness with subpoenas related to the Associated Press.
Some of the media seem to be complicit in a reality game show atmosphere, working side-by-side with politicians on whom can deliver the most sensational sound bites. These “scandals” raise some important discussions, but good grief. If only some politicians would work to solve our everyday problems with the same zeal that they try to call hearings and speak craziness into microphones.
For a moment, take off your political team’s bloodied uniform and acknowledge some of what’s really happening: In general, the administration wants to downplay any links to these issues as much as possible. On the other hand, some Republicans want to make these issues seem as dreadful as possible and portray the government as a stalker peaking through your bedroom window at night. Call it high stakes marketing far beyond the traditional press release. If some of these microphone huggers really wanted the truth, they would wait for their hearings to finish fleshing out the facts before demanding justice with their scary words.
The media are already analyzing how these current issues might impact Obama’s legacy without acknowledging our tug of war may likely have moved on to something new in six months. But Obama is taking some important steps for crisis communications:
- He showed concern about the IRS issue by saying, “Americans have a right to be angry about it, and I’m angry about it.”
- He took action by accepting the resignation of the top person of the IRS.
- The White House released e-mails related to Benghazi.
- He brought back legislation to help legally protect journalists.
- He answered questions at a news conference.
- He for the most part keeps his composure.
- He asked Congress to help improve security at American embassies.
I’m not saying he’s right. I’m saying those are some of the moves you make when opponents say you’re wrong.
Of course, others might share examples pointing out the administration put itself in this PR mess in the first place. Fair enough. But these latest steps help the president reach his larger goal of refocusing attention to his agenda. He is building a dam against gushing water. But some water will always leak through. His critics also have public relations firms armed with strategies. Even if Obama registered tomorrow as a Republican and shouted “pretty please with a cherry on top,” critics know to share phrases such as:
- “We demand more information.”
- “We reject the apologies as insufficient.”
- “This is politics at its worst.”
- “He is not going far enough.”
- “We are determined to get answers.”
So the tug of war continues with almost everyone landing in the mud. Some politicians hope to score points. The media hopes to improve ratings. Too much of the public is desperate for details that prove that the opposing party is truly the scum of the Earth.
And I, of course, write a blog, tired of grown-ups who can’t solve problems or controversies without acting like the sky is falling and it’s the other guy’s entire fault.
Tags: Associated Press, AZ, benghazi, crisis communications, hillary clinton, journalists, marketing, media, obama, politicians, politics, PR, press release, Public Relations, public relations firms, republicans
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Friday, May 10th, 2013
While I watched our client pediatric dentist Dr. Lee Weinstein speak to a large group of kids at a community center, I realized even top business executives could learn a lot by watching him.
- Prepare for guests who arrive early. Some kids arrived before Dr. Weinstein and his staff finished setting up his presentation. Be ready to juggle hooking up your laptop to a projector while also talking with early arrivals in their seats.
- Practice small talk. Some kids showed up early, but others arrived a while later. Be ready to engage guests in quality and humorous small talk while waiting for the ballroom tables to fill up.
- Bring props. The kids loved Dr. Weinstein’s gadgets from his office. Show your guests some shiny and fun gadgets to make faces light up.
- Some kids were overly eager to volunteer as his helpers for demonstrations. Asking for volunteers from the audience is a great way to promote interaction.
- Some kids were talkative, forcing the dentist and his staff to politely say “shhh!” Adult audiences may not talk, but you better find a way to drag their faces away from their smartphones and Facebook.
- Dr. Weinstein asked one kid a question, but she was shy and turned away. Realize that despite your efforts to interact with your audience, some people don’t want the attention. Casually move on without creating an awkward moment.
- His staff couldn’t get the community center’s TV to play a Sesame Street DVD. Test all equipment with plenty of time to spare.
- Smile! The kids loved Dr. Weinstein’s smiley, bubbly personality. Don’t be a stick in the mud or talk like a dry professor lecturing a class.
Tags: business executives, dentist, dr lee, dr weinstein, lee weinstein, pediatric dentist, PR, Public Relations, teeth
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Tuesday, April 30th, 2013
A recent Tuesday:
Taking Molly the dog to a park for her morning walk
Watching Molly interact with another dog whose owner does not believe the leash rule applies to her
Hoping Molly doesn’t lash out at the unleashed dog
Trying to conduct business on a smart phone while untangling Molly from her leash in her latest Houdini impression
Trying unsuccessfully to persuade Molly to drink from a water fountain specifically for dogs
Wondering if the other dogs distracted Molly from using the bathroom at the park and if this means the house will later serve as a toilet
Trying to drive safely while leaving a long voice mail for someone who wants to know how to grab the public’s attention about an issue
Stopping by the dermatologist’s office
Wondering if standing barefoot in the dermatologist’s office is healthy
Enjoying a microwave lunch
Leaving a voice mail for a national magazine editor, curious why I haven’t heard from her in a couple of days
Helping my mom on the phone navigate Facebook so she can tell me if my mobile post actually appeared
Learning a potential client has postponed a possible project for later in the year
Rescheduling a dinner appointment
Back at the park in the afternoon, watching the phone’s battery go bye bye with no outlet in sight
Tags: AZ, dermatologist, dog, Facebook, mom, must love dogs, PR, Public Relations
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Monday, April 22nd, 2013
A Los Angeles media relations vice president sent me a pitch that includes 20 paragraphs, one of several pitches I continue to receive one year and 11 months after I left my TV reporting job.
The email begins with two paragraphs addressed to me followed by an 18-paragraph report.
As a reporter, if I were interested in additional information, I would have requested from the media relations VP a report after her initial two-paragraph email seduced me. There is a reason people should not, during a first date, talk about themselves too much or give up too much of themselves after dinner. First, you do not want the person on the other side of the table to feel overwhelmed by your words. Second, if you give it up on a first date, you increase the chances someone might not come back for more. In fact, in this situation, when time permitted, I may have taken some tidbits of this release and tried to develop my own story locally without ever contacting the person who sent the pitch. Media relations often is similar to showing a little leg. Give them just enough to tantalize them and to want to call you back.
But this first date went sour for many more reasons. The 18-paragraph report is under the words “for immediate release.” I reported on television for 17 years and do not recall any times the words “for immediate release” played any practical role in the newsroom. I have raised this point more than once before, sparking a contentious debate among public relations professionals. If someone sent me a news release, I assumed it was for immediate release and continue to not understand why including those words is necessary. I conclude that including the words “for immediate release” is an old-school practice that, in my experience, serves no practical purpose for my former colleagues or me. As always, I am open to other points of view. However none of the previous debates I have sparked has given me reasons to change my opinion.
The first two paragraphs do not explain why this story would specifically romance a Phoenix audience. The paragraphs also do not include the names of a local person or business to court for the story.
The pitch says the author of the included report is available to talk, but the release does not explain why I should interview him instead of someone local. In fact, I actually interviewed local experts on similar topics more than two years ago.
The 20 paragraphs include a slew of statistics and percentages and I find myself willing only to skim all the information. Considering the number of emails some reporters and producers receive each day, most of them probably would not get past the first or second paragraph after seeing the length of the pitch.
Journalists willing to wade through the thicket of information might actually find ideas for interesting stories. This is especially true for trade media. Unfortunately, if the media relations vice president is hoping to attract the attention of a larger audience outside the industry, her pitch will likely often miss its target because how she dressed it. It reads more like a research report than something meant to woo journalists in a timely fashion.
There will not be a second date.
Tags: interview, journalists, media, Media Relations, news release, newsroom, Phoenix, PR, producers, Public Relations, public relations professionals, reporters, television
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Monday, April 15th, 2013
I believe as a reporter it was my responsibility to ask tough questions or at least ones that viewers at home were mumbling to themselves while watching the news. Some people thought these questions reflected my personal views. The fact that my last reporting job was at a Fox station compounded some people’s perceptions.
In today’s environment of partisan journalism, some questions actually reflect the journalist’s personal views. (I hesitate to use the word journalist in the previous sentence because a journalist in reality should be objective.) However I want to believe most partisan journalism is confined to the cable news networks with some exceptions outside that arena. I want to believe most journalists are just asking tough questions because that is their legitimate job.
Don’t take it personally when reporters ask tough questions. Few reporters want anyone to mistake them as a member of a public relations team. Some reporters go overboard and feel obligated to ask tough questions, to dig deeper into a story, even if they’re covering a bake sale.
First, try to learn what reporter will be interviewing you, limiting the chances someone will catch you off guard. Second, understand most journalists are covering news, not conducting an interview for the yearbook. Expect tough questioning and practice for it. Don’t let them see you sweat. Don’t say something sarcastic about the questions. Some journalists are looking for such a reaction. Don’t give it to them. It’s not personal. It’s business, the business of journalism.
Tags: cable news networks, journalism, journalists, media, media training, news, news network, PR, Public Relations, reporters
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Monday, April 8th, 2013
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.
Tags: America, business owner, business person, conservatives, liberals, politicans, politics, PR, Public Relations, small business
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Monday, January 14th, 2013
I was eating chips and salsa preparing to play Wii when the DVR began recording “Big Miracle.” Real life events of people collaborating to free trapped whales inspired the movie. I didn’t expect the movie to depict a series of interesting media and public relations scenarios for businesses. My all-important analysis is based on events depicted in the movie not real life.
An oil man despised by an environmentalist initially shows no interest in helping save the whales. He then realizes saving the whales may improve his image among critics and ease his path to future business deals. His motive at first is selfish, but the lesson is companies the public perceives poorly can find PR opportunities in strange places.
The movie depicts President Ronald Reagan, not particularly embraced by environmentalists, as finding an unexpected PR opportunity in helping save the whales and allowing the Soviets to assist.
A colonel, whose first effort to save the whales fails, skillfully handles a mob of following reporters asking if he misled the president on the chances of success.
The environmentalist, played by Drew Barrymore, learns being personable can prove a more effective way to sway public opinion than spewing out a series of dreadful facts.
Two Minnesota men who travel to Alaska learn how news events, instead of commercials, can provide businesses opportunities to establish themselves as leaders in their industry.
Big Miracle also raised old issues about journalism. People love inspiring animal stories. And TV news stations have changed little in about two decades. Stations continue to lean toward covering crime and crap and must often be persuaded to realize the value of covering a fluff or feature piece. Forgive that last line. A public information officer recently told me TV news no longer leaves room for good feature stories. I don’t agree but convincing stations to cover one can feel as tough as freeing whales.
Tags: drew barrymore, environmentalists, journalism, media, media training, news stations, PR, president ronald reagan, public information officer, public opinion, Public Relations, reporter, reporters, tv news, tv news stations, whales
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Wednesday, December 12th, 2012
Dr. Lee Weinstein is a client.
Tags: Communications, dentist, dr lee, lee weinstein, media, Media Relations, Phoenix, Public Relations, special needs
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Thursday, December 6th, 2012
Scottsdale pediatric dentist Dr. Lee Weinstein, the dental director of Arizona’s Medicaid program, spoke in a small room with young adults at Jewish Family and Children’s Service. At first, I wasn’t sure the conversation would lead to much. Some of those at the table made it clear dentists do not conjure up positive experiences. One young woman, the mother of a six-month-old, even described scary sounds of a dentist’s office. But the more everyone talked, the more a door opened. Some listened in surprise as Dr. Weinstein explained just how early parents should start caring for an infant’s teeth. Questions followed about wisdom teeth, Medicaid, jobs available in a dentist’s office and the safety of traveling to Mexico for dental work.
Dr. Weinstein invited everyone to see his office by showing them a video of him at work with patients. Before an hour had passed, I got the sense the meeting offered, at a minimum, a shared insight of each other’s different worlds. This was especially true when Dr. Weinstein told the young mother it is essential she find a pediatrician and challenged her in a friendly way to do so by Christmas. There was even a broader conversation about how, in every day life, asking careful questions of others is key when making important family decisions. Everyone even found a way to laugh when someone asked him, “What are you?” Some noticed Dr. Weinstein’s East Coast accent and found it fascinating.
Tags: Arizona, Communications, dental director, dental work, dentist, dentists, dr lee, dr weinstein, jewish family, lee weinstein, medicaid, medicaid program, pediatric dentist, pediatrician, PR, Public Relations, Scottsdale, video, wisdom teeth
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