Posts Tagged ‘writing’

Copywriting: You Sometimes Really Only Need A Few Inches

Monday, June 4th, 2012

Copywriting:  You Sometimes Really Only Need A Few Inches

When I interview someone, I focus on only a handful of questions. This incited some photographers to jokingly complain my interviews lasted less than the time they took setting up equipment. Once, a photographer considered my interview so extraordinarily short, he asked his own questions apparently for no other reason than as an attempt to extend our visit. If someone gave good sound bites from the beginning, I felt no need to ask more questions just to ask them.

This reminds me of reading many blogs, which I begin hoping are rich with useful information. What I often find is a blogger hammering home the same point over and over. Little more emerges than what seems like a high school student’s attempt to impress a teacher by offering a slew of words that in the end say so little.

It’s OK if blogs offer a small contribution of advice. And we applaud bloggers who don’t feel obligated to post a substantial amount of words simply because someone decided three paragraphs just isn’t enough.

Sometimes a good blog emerges in one paragraph. Feeling a need to flood a screen with an excess of empty and repetitive words may one day persuade readers your blog is not even worth beginning.

Public Relations: Handling negative customer reviews

Thursday, February 2nd, 2012

When you read customer reviews, positive or negative, do you ever notice any comments from the company? It seems many companies are missing the boat to engage in these review dialogues on such sites like Amazon.com. If you take a few minutes to read the comments on a product review, you’ll notice the comments turn into discussions among users. But how often do you see a company join the discussions?

We noticed that QuickBooks Customer Care reps are engaged in product reviews on Amazon.com. In many cases, reps reached out to customers who left negative reviews by giving email addresses and asking the best way to contact the customers. Most Customer Care rep responses used these techniques:

  • thanking the customers for their feedback
  • writing responses in a compassionate tone
  • acknowledging the customers’ concerns or frustrations
  • offering to work with them to understand the situation from the customers’ points of view to find a solution

Instead of ignoring problems, QuickBooks worked quickly to try to fix them and address them directly with each customer. Have you noticed companies commenting on customer reviews? What else should companies do to address negative customer reviews?

Why you should beta test your communications

Tuesday, January 17th, 2012

 

When companies have a new product, they often spend a lot of time testing those products before they roll them out, especially when it comes to software and websites providing a service. They want to make sure everything functions properly and the end-user experience is the best possible one. So why not take the same approach with your communications – before you send them out?

You likely have some kind of review process for the materials you create. Your boss, your boss’ boss, your internal client, legal. What about your “end-user”? Whether you’re communicating a new company program or marketing a new product, someone from your target audience can provide invaluable feedback before they see the final email or the shiny new brochure along with everyone else. If you work in retail, for example, that target audience person can be a store manager, district manager or front-line associate. If you work in health care, that target audience reviewer can be a doctor, nurse, HR administrator or patient. If you are working on a marketing brochure, reach out to your network and find someone you know that fits the customer profile.

Giving your target audience a sneak peak of the product and how you plan to market and communicate it can save you a lot of time, energy and money. Because he or she is not as close to the project as you are, your target audience tester will think of questions you might not have thought about. He or she will hopefully be up front and let you know if something is unclear or sounds too salesy and not authentic enough.

Does your review process allow for testing your communications with target audience members? What works for you?

Blahgging

Wednesday, April 7th, 2010

I try to read all the blogs I subscribe to even if I fall hopelessly behind. I worry if I skip one or skim another too quickly, I might miss a tidbit of information that could prove significant to success. But in my effort to leave no word unread, I’ve noticed a trend. Some bloggers use one catch phrase after another or drop a lot of industry lingo and never tell me anything useful. I assume the practical advice is coming and it doesn’t. The writer speaks with such confidence and I patiently wait for the payoff. What I get is a waste of words. It’s like writing that high school paper you’re not prepared for and hoping big vocabulary and long sentences will make you sound smart when actually you’re saying nothing. It’s like watching that cleverly scripted movie that just ends without really finishing.

I’m not talking about blogging. It’s blahgging. Blahgging, blahgging, blahgging. I still try to read every blog, but if someone doesn’t get to the point quickly, I won’t read to the end. And if you’re wondering what’s this blog’s useful information, it’s this reminder. Just because someone is blogging and writes as if they’re a professor talking to a student, it doesn’t mean they necessarily have anything important to say or even know what they’re talking about. I call it blahgging. In other words, Internet BSing.