Just under three full days left in 2008, and I was thinking about the good and bad in PR during the past year.
Ketchum in Canada helped me out from a great white north perspective: http://tinyurl.com/7oo69q
Lots of apologizing up there last year.
Guidelines if it happens to you:
acknowledge the harm done, take responsibility, include a believable statement of regret, and a commitment to ensure that it doesn't happen again.
And @PRsarahevans on twitter gave me this gem via @radinfo:
http://tinyurl.com/4qrtjm that focuses on the PR blunders of 08.
AIG, Nike, Absolut and Merck and Schering-Plough get well-deserved shout-outs.
Monday, December 29, 2008
Friday, December 19, 2008
Oopsy -- College Prowler gets caught
This from a twitter connex who works at Butler U. Seems like someone was starting lots o' "class of 2013" Facebook Groups -- and it tracked back to a group called College Prowler.
http://squaredpeg.com/index.php/2008/12/18/facebook-pay-attention/
College Prowler is in CYA mode:
http://squaredpeg.com/index.php/2008/12/18/facebook-pay-attention/#comment-1467
People! Stop and think before you start a program this stupid and this easy to suss out. And then stop trying to blame it on "some firm we hired".
http://squaredpeg.com/index.php/2008/12/18/facebook-pay-attention/
College Prowler is in CYA mode:
http://squaredpeg.com/index.php/2008/12/18/facebook-pay-attention/#comment-1467
People! Stop and think before you start a program this stupid and this easy to suss out. And then stop trying to blame it on "some firm we hired".
Tuesday, December 16, 2008
Charlie Brown knows crisis communication
This past Sunday's Peanuts re-run speaks well of Charlie Brown's understanding of crisis communication -- not to mention marital bliss, or keeping any relationship healthy, for that matter
http://tinyurl.com/5b7gny
Here, you'll see CB immediately give credit to his angry audience -- they are right. Then he further credits them -- he's glad that they feel that way. He doesn't even have to go to the point of making an apology, and he effectively diffuses their aggressive mood.
Idealized, to be sure; but educational. His ability to calmly respond with respect to a hostile audience, and their response, is one that that many should take to heart, from the governor of Illinois to the president of the U.S. to most husbands and wives.
http://tinyurl.com/5b7gny
Here, you'll see CB immediately give credit to his angry audience -- they are right. Then he further credits them -- he's glad that they feel that way. He doesn't even have to go to the point of making an apology, and he effectively diffuses their aggressive mood.
Idealized, to be sure; but educational. His ability to calmly respond with respect to a hostile audience, and their response, is one that that many should take to heart, from the governor of Illinois to the president of the U.S. to most husbands and wives.
Monday, December 15, 2008
Whale Wars more like Whale Bumbling
In many cases, the onset of reality TV has been a boon for organizations seeking PR. There was a A&E cop show (crime360.vodpod.com) on earlier this year that used an instrument (www.leica-geosystems.com) to record a 3-D model of crime scenes that the investigators used as a key part of the investigation. The main character was really the instrument. Product placement (www.americanidol.com) has become a key part of many shows.
The wife and I are big animal lovers. You'd think that the Sea Shepherd Conservation Society would have a dream come true in its "Whale Wars" reality series on Animal Planet. In my mind, it is more like a nightmare.
SSCS is lauded by some for their PR savvy, but this series seems to best showcase the bungling and ineptitude produced when they take a bunch of trust-funders out on a noble quest.
They did a great job of recruiting pretty people as crew members of the ship The Steve Irwin. But they are neophytes to ocean going, and the cringe-inducing show seems to largely generate its drama by the SS crew bumbling about on the high seas.
They damage a helicopter blade. They bust the winch. The joyriders in the runabouts don't bother to check in, leaving the ship stressed over whether they are freezing to death in the water. The engines die and they have to steam back to Australia to repair it. The volunteer crew has a near mutiny thanks to the disrepect shown them by the SS staff/regular crew, and many leave. A new crew member busts his thumb badly during the first operation on their return to the whaling grounds.
They keep talking about saving whales, but it seems they mainly waste a lot of time and fuel traipsing around the ocean until they screw the next thing up.
They want to be seen as bad boys of the sea, but come across more like keystone cops.
Don't get me wrong, the research whaling that the Japanese do is a farce, and I certainly support efforts to protect whales; I'm just not sure that this -- or, at least, this way of documenting it -- is the way to go.
The wife and I are big animal lovers. You'd think that the Sea Shepherd Conservation Society would have a dream come true in its "Whale Wars" reality series on Animal Planet. In my mind, it is more like a nightmare.
SSCS is lauded by some for their PR savvy, but this series seems to best showcase the bungling and ineptitude produced when they take a bunch of trust-funders out on a noble quest.
They did a great job of recruiting pretty people as crew members of the ship The Steve Irwin. But they are neophytes to ocean going, and the cringe-inducing show seems to largely generate its drama by the SS crew bumbling about on the high seas.
They damage a helicopter blade. They bust the winch. The joyriders in the runabouts don't bother to check in, leaving the ship stressed over whether they are freezing to death in the water. The engines die and they have to steam back to Australia to repair it. The volunteer crew has a near mutiny thanks to the disrepect shown them by the SS staff/regular crew, and many leave. A new crew member busts his thumb badly during the first operation on their return to the whaling grounds.
They keep talking about saving whales, but it seems they mainly waste a lot of time and fuel traipsing around the ocean until they screw the next thing up.
They want to be seen as bad boys of the sea, but come across more like keystone cops.
Don't get me wrong, the research whaling that the Japanese do is a farce, and I certainly support efforts to protect whales; I'm just not sure that this -- or, at least, this way of documenting it -- is the way to go.
Thursday, December 11, 2008
Crisis communication -- be prepared
You never know when you might have a crisis communication need. By definition, you can't predict a crisis; but you can prepare a crisis communication plan. It might not be along the lines of the Tylenol poisonings or
the Illinois governor's arrest, but many small crises loom around business every day.
Last night, a local investigative news team did a piece on a local hospital where they have some issues with their in-house food prep. Scary stuff, although they did sensationalize it. Their response was not bad, but, clearly, this has been a ongoing issue that should have been addressed by now.
The local newspaper did a story about the county suing the companies who built structures at the local fairgrounds. Radio silence from all the involved parties, both local and national. Proactive crisis communication, combined with other good-faith efforts, might have averted the lawsuit altogether, not to mention the story.
the Illinois governor's arrest, but many small crises loom around business every day.
Last night, a local investigative news team did a piece on a local hospital where they have some issues with their in-house food prep. Scary stuff, although they did sensationalize it. Their response was not bad, but, clearly, this has been a ongoing issue that should have been addressed by now.
The local newspaper did a story about the county suing the companies who built structures at the local fairgrounds. Radio silence from all the involved parties, both local and national. Proactive crisis communication, combined with other good-faith efforts, might have averted the lawsuit altogether, not to mention the story.
Wednesday, December 10, 2008
Opposite day
Okay, how not to PR today. The old "take what you are supporting, and just call it the opposite of what it actually is" ploy. Most commonly seen today in the practice of "greenwashing," or calling something green that isn't really.
Today's exhibit, "clean coal."
Yes, coal is vitally important to our economy. Yes, it is much cleaner that it used to be.
But this - http://www.americaspower.org/Carolers - is just ridiculous and embarrassing. This is the type of thing that makes me be ashamed of public relations.
The local coal-burning power plant is always the biggest emitter of mercury in the county -- and, in the grand scheme of things, it does not have any competition, and the mercury it emits is a pretty small amount. But nevertheless, it is emitting it. It is not clean.
We're way past the days of "healthy cigarettes," but clearly, the PR technique of calling something it is not is here for the long term.
Today's exhibit, "clean coal."
Yes, coal is vitally important to our economy. Yes, it is much cleaner that it used to be.
But this - http://www.americaspower.org/Carolers - is just ridiculous and embarrassing. This is the type of thing that makes me be ashamed of public relations.
The local coal-burning power plant is always the biggest emitter of mercury in the county -- and, in the grand scheme of things, it does not have any competition, and the mercury it emits is a pretty small amount. But nevertheless, it is emitting it. It is not clean.
We're way past the days of "healthy cigarettes," but clearly, the PR technique of calling something it is not is here for the long term.
Thursday, December 4, 2008
The big three just don't get it
It's in vogue to pick on the Big 3 automakers lately, and for good reason.
Taking three corporate jets to ask for welfare from congress, and trying to defend it, was pretty nuts.
Today's Denver Egotist has a guest editorial about how GM has been losing market share for 20 years, and increasing ad spending the whole time. See http://thedenveregotist.com/editorial/3236/gm-and-ford-different-roads-to-washington. I think that the television and print media markets must be as nervous about the automakers going bankrupt as anyone, along with the ad agencies producing the work.
This was an unfortunate example of agencies, who are supposed to counsel and advise, doing wrong by their clients by just keeping up the middling work and cashing the checks.
The author correctly sees this as an opportunity for the ad industry -- I would argue it is an opportunity more for the PR world. But it doesn't matter how good a story you have to tell, if you can't produce cars that people want to drive, or products or services that people see value in, you won't succeed.
Taking three corporate jets to ask for welfare from congress, and trying to defend it, was pretty nuts.
Today's Denver Egotist has a guest editorial about how GM has been losing market share for 20 years, and increasing ad spending the whole time. See http://thedenveregotist.com/editorial/3236/gm-and-ford-different-roads-to-washington. I think that the television and print media markets must be as nervous about the automakers going bankrupt as anyone, along with the ad agencies producing the work.
This was an unfortunate example of agencies, who are supposed to counsel and advise, doing wrong by their clients by just keeping up the middling work and cashing the checks.
The author correctly sees this as an opportunity for the ad industry -- I would argue it is an opportunity more for the PR world. But it doesn't matter how good a story you have to tell, if you can't produce cars that people want to drive, or products or services that people see value in, you won't succeed.
Wednesday, December 3, 2008
The "we went to a show" release
A local long-time business seems to have seen the light -- they've gone on a marketing tear, with new ID, new website, putting out lots of press releases.
They are a good business, and do good work/product.
There was one posted to the local chamber website recently -- and it is not one that I would have advised to issue it.
It was the standard "company went with other industry leaders to an industry show" boilerplate piece, with info on what they did and accomplished at the show.
Not newsworthy.
If you are a leader in your industry, I expect you to grow and learn, and not to tell me about it.
Then, because this was way too lean to support a release, they added in a random quote about their new website and how customer-friendly it is. Um, hello. More obvious, not newsworthy information.
If you supply good releases on a regular basis, sending out one that is like this only hurts your credibility.
Tuesday, December 2, 2008
Nap Away
I had a conversation not long ago with someone -- maybe a soccer parent -- about going home on a dreary weekend day and taking a nap. He said he probably had not napped in decades. I thought that was odd. Turns out it might be unhealthy, as well.
I have not always been a nap guy, and there are times when I now go an extended time without napping, but a story came out last week that napping is good for you and your memory: http://www.msnbc.msn.com/id/27893642/
Napping when you don't get enough quality sleep at night can help your heart health, may stave off diabetes, and more.
I know I've experienced inferior memories when I've slept too little.
I was also interested in a term -- "sleep bulimia" -- that refers to very late nights followed by sleep-in weekends.
I have not always been a nap guy, and there are times when I now go an extended time without napping, but a story came out last week that napping is good for you and your memory: http://www.msnbc.msn.com/id/27893642/
Napping when you don't get enough quality sleep at night can help your heart health, may stave off diabetes, and more.
I know I've experienced inferior memories when I've slept too little.
I was also interested in a term -- "sleep bulimia" -- that refers to very late nights followed by sleep-in weekends.
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