The problems with PR (and what to do about them)

Geoff Livingston

Of all the professional skill groups that can be included in the marketing toolkit, public relations is the most ridiculous (PR is also used for public affairs and other non-marketing activities). Filled with backwards unethical and untrained professionals that consistently spam people and promote attention metrics instead of actual outcomes, the PR profession can’t help its poor image.

I really can’t agree with Geoff’s broad brush characterization of the PR industry. He picks a few specific instances in the article and then uses the old, “And there’s more where that came from,” tactic. The problem with that tactic is, you can do the same for any industry.

Are there less-than-stellar PR people? Without a doubt. But I don’t know that it’s a matter of ethics as Geoff characterizes. He seems to say that their tactics on social media are not up to his standards, so they’re unethical and doing it wrong. Everyone can agree that there are people from the PR profession that see social media as an opportunity for spam. But, you can say that about marketing, advertising, sales, business developement, you name it.

What is the problem with PR?

I don’t think that PR is without its issues, though and I think that the problems come down to one main thing. PR, as an industry, is trying to find its place in this new world of business communications because the outlets many PR pros had learned to use are going away quickly. It’s no longer as simple as contacting the local paper, TV station or radio station to push our agendas. More than ever, PR pros need to think like publishers and realize that the mediums available to them are not to be used for spam, but for true communication with the markets they are trying to reach. We can’t depend on a reporter or editor to take our bullet points and craft them into something interesting because we are now filling both of those roles.

While public relations has for quite some time been synonymous with “media relations,” the developments in online communications demand that practitioners put the “public” back in public relations.

One of the leaders in bringing PR into the new world of communications is David Meerman Scott. If you want to know how PR has changed and what a savvy practitioner must do to change with it, look no further than Scott’s books, The New Rules of Marketing and PR and Newsjacking. Both of these books show how the traditions of PR aren’t nearly as effective as they once were and outline strategies to properly use the new tools available to reach customers in ways we never could before.

What to do about it?

When it’s all said and done, there is a reputation for spin and slickness that PR still needs to overcome. We need to realize that our communications need to be authentic and personal. We need to see that there are amazing communication tools at our fintertips, but those tools carry with them great responsiblity.

People are communicating more than ever and are easier to reach than ever. Unfortunately, for many PR people, that means the opportunity to beat them over the head with a message is easier and cheaper than ever. Those people who see things simply as a number game and don’t care about the long-term effects of those short term tactics (as long as they get X responses) are hurting all of us. People are willing to listen and engage…it just has to be on their terms.

Ultimately, we need to take posts like Livingston’s to heart and realize that if we have a message worth spreading, there are ways to do it without raising the ire of those in the markets we serve. In the long run, that’s where the sustained success resides.

Budweiser – Marketing done right

Scott Stratten:

This was made for a Superbowl commercial in Canada, but will out last the game itself. That should be the goal of any campaign: make it so awesome that it achieves word-of-perpetual-mouth-motion.

This is marketing done right.
This is what we should all be shooting for.

via: @cc_chapman

How Ooma could have used their global outage to their advantage

This morning, my home phone service, Ooma had a global outage of their service.

A phone service having a total outage of service is bad enough, but it doesn’t stop there. They also had their website go down as well as their customer service line. So, essentially a communications company had no way for customers to communicate with them.
The real problem is that they do, in fact, have ways to communicate with their customres (twitter, facebook) but chose not to use them. That didn’t go unnoticed.

Companies still failing at social media

It seems that there is no shortage of stories about companies failing to properly communicate with their customers. What’s baffling is that communication is SO easy these days that it doesn’t make sense to ignore the opportunities. It’s like they don’t realize that they can’t hide anymore.
The thing is, I like Ooma. I haven’t had any problems with them, the service is cheap and (until today) reliable. That seems to be the sentiment of most people, but their comments today are focused on the failure of Ooma to communicate with them. I think that Ooma could have really solidified their position in the minds of their customers by being up front and open through this.
Instead, they’re non-existent.

What Ooma should have done

So, what should Ooma have done in this situation? I’d say there are a few keys that they missed on that could have helped the situation.

 

1) Be first.  I found out the service was down by trying to call home. Then I did a Twitter search which linked me to this story as well as a few other stories from lesser known websites. Ooma should have been the first one to talk about it, explain what they were doing to fix it and do everything they could to direct all conversation and questions to their Facebook or Twitter pages.

 

2) Be transparent.  Similar to “be first,” they should have been the source for all information and not left that to their confused customers, who said, “I think Ooma is out.” They should have found a way to not only communicate the outage to their customers directly (email? cell phones? etc.) but should have gotten the word out on their social media outlets. Then, do everything they can to get their website back up and give regular updates there.

 

3) Use every opportunity to communicate. Ooma isn’t an unknown entity. Get the word out every way you can. It’s not like your customers aren’t going to know…they can’t make phone calls. Have Ashton tweet something. Get the word to tech sites (incidentally, TechCrunch picked up the story shortly after the conversation started to build.) Let people know, “Hey, our service is out and our website is down. But, get updates and ask questions on Twitter or Facebook.” A visit to their social media outposts reveals little more than sales messages. Sad.

 

4) One source of information. If something like this happens, there should be one person (or a team) responsible for fielding questions, providing updates online, etc. The communication these days is almost as important as fixing the problem. While people can get more information than ever before and are more demanding that ever before, they are also more forgiving if you are honest with them and let them know what’s going on. There shouldn’t be any conversation about the outage without Ooma having a presence/response/comment.

Do I think this will hurt Ooma in the long run? It might. I know I’m not going anywhere because it’s cheap enough and I’ve never had any other problems, but others may not feel the same way. I do think that Ooma blew what could have been a big opportunity to turn the negative attention they are getting into a positive by simply being open and honest.

 

New Jersey Nets and Monster.com – long lost siblings?

I think the New Jersey Nets are making a great move here.

They are giving away 300 tickets per game for 5 different home games over the next two months to people who are unemployed. In these economic times, that’s a great gesture from an industry that many consider to be frivolous and irresponsible with money.

Then, they go further.

The people who get the tickets also give the Nets a copy of their resume. Then, “the NBA team plans to send the resumes to its 120 corporate sponsors and a couple hundred firms that own season tickets.”

Wow.

Those are the things that companies need to be thinking about. Using their resources to do some good. Using the resources that they have, not only monetary but in people, to help others.

Something like this can’t cost them very much, but think of the goodwill they get out of it. They build goodwill with the people who get the tickets, and those who apply but don’t get them. They will likely build goodwill with the corporate sponsors and season ticket holders if they get good employees out of it. And, just the overall PR of doing something like this will definitely help them.

Bravo Nets.

Scoble’s PR is working

http://apnews.myway.com/article/20070629/D8Q2FHD00.html

Posted on the front page of the Drudge Report.  Patrick Scoble, homemade t-shirt…notice the Zooomr.

And to think that so many other people just camped out to get the phone…

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Less of one is not equal to more of another

Greg Stielstra (PyroMarketing) has post today called Sell Out to Your Niche.

It’s a good post touching on a couple of the themes from his book PyroMarketing.  He says that people are afraid to try it because it requires narrowly focusing on their niche…at the expense of other “prospects.”  He says that, “they mistakenly believe that a product with a less specific appeal will attract more general interest.”

This is nothing new or earth-shattering.  Businesses are scared of doing the difficult chore of focusing on their best customers because they feel that not catering to everyone is leaving business on the table.  The opposite is usually true, but I understand where the fear comes from.

Then, Greg goes on to say something that I read and re-read and it really hit home.  He says that companies will say, “If we can make that women’s book less feminine, then it will appeal to men.”  The point that drives it home for me is his summary of that thinking where he says, “If you want men, make your product masculine, not less feminine.”

Exactly.

When has doing something a little bit less ever made a product/business/person successful?  This, to me is what cost John Kerry the election in ’04.  Regardless of your political preferences, you have to admit that the bulk of his platform was that he was the “Anti-George Bush.”  Basically, he said that if you don’t like George Bush, vote Kerry.  Not because of his qualifications, or what he is doing, but because he’s not Bush.

In a business that is wholly driven by emotion, saying that you’re not as much of something as the competition will never get you anywhere.

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Get me one of those GMOOTs!

Todd Defren has a post that I skimmed over today, and had to go back and read because I think it raises a very good point.

He says, quoting an article in AdAge, that (paraphrasing) people (CMOs, CEOs, etc) will go to their agency and say they want viral video, basically because they read about it somewhere.

Todd then comments that, for example, “Let’s do a viral video should never be a check-box element in a B2B PR program.” This is the statement that I can really latch on to. I think that the rise of the social media space has also given rise to lots of hangers on looking for the next big thing. The reason that social media is the next big thing is the exact reason that these things can’t be check-boxes in a campaign.

They need to be real to work. They need to be authentic to work.

Saying, “Let’s do viral” is not going to make your content go viral. You’d be much better off spending time developing content/an offering/ANYTHING worth going viral and then looking at tactics.

As much press as social media gets, one would think that it’s the magic bullet. But, one would be wrong. Social media is a tool. Yes, it’s a powerful tool and one of the most effective when done right, but it’s a tool.

Look at every single thing that’s gone viral. Everything that’s become a part of culture that exploded thanks to social media. Now, show me one that wasn’t founded in great content.

I think it’s better to work first on growing your purple cow before you try to milk it into the social media bucket.

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“The Movies Were Bad!”

Ok, so this really isn’t about bad movies…but it could be.

While I didn’t often agree with the political views of the show, I LOVED the TV show “The West Wing.”  I thought the writing was superb, the camera work was engaging and the actors played their parts to perfection.

What has me thinking is one specific segment from the second episode of Season 2.  For those of you that haven’t seen the show, I’ll give you a quick overview.  At the end of Season 1, shots are fired at the President and top aides as they leave a town hall meeting.  We find out in the first episode of Season 2 that the Deputy Chief of Staff, Josh Lyman (played by Bradley Whitford who is now on Studio 60…another show you should watch!) was hit by one of the bullets and is rushed into immediate surgery to repair various internal injuries including a collapsed lung.

That episode and the one that follows is then a series of story lines following the current story and numerous flashbacks to how each of the main characters came to be involved with the campaign and subsequent Presidential administration.

Ok, so that was the long way ’round to get to the part that I’ve been mulling over.

In that second episode, there is a segment that shows how the Press Secretary, C.J. Cregg (played wonderfully by Allison Janney) came to join the campaign.  As the clip starts, she is called into her office at a major PR firm to meet with the company’s president and an important client who is a movie producer or director.  He is upset that he is paying them for PR for his movies and they only received 2 Golden Globe nominations.

It is then that C.J. (Janney) explains the lack of success and sums up PR and Marketing in a short sentence.  She says, “They were bad movies.  If they were unknown, I could help you, but they weren’t.  The movies were bad.”

She continues on, and eventually gets fired, but to me, the sentiment of the constant struggle by PR and Marketing folks is summed up right there.  Often, after marketing and PR efforts don’t bring about the desired results, the “powers that be” blame the marketing, blame the PR.  They assume that if we, the “spinsters” had done our job better, they’d be getting the results/business they desired. 

That’s not always the problem.

Sometimes, it might just be that “they were bad movies.” 

We can promote/market until we’re blue in the face, but if what we’re promoting or marketing isn’t good…nay, isn’t GREAT, no one will care.  Dare I say, if it’s not a Purple Cow, people won’t notice.  Or, if they do notice, they will most likely be indifferent.

Contrarily, if the product/service/idea is great, or is worth knowing about, even small FAILURES at PR or marketing will most likely succeed because the strength of the offering will entice people to talk.  I know this topic has been done to death, but the message still hasn’t gotten through to far too many people.

So, let’s stop promoting “bad movies” and start creating things worth promoting. 

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Why Second Life Fails…Or Does It?

Chris Clark over at Student PR blogs today about the fact that Second Life Fails.

Basically, he says that it fails because of a lack of authenticity.

While this may be true for some people, I think it’s the exact opposite for many. I think that the “cloak of anonymity” can often help people become more authentic because they know that they are protected from judgment and ridicule of the person they’re talking to.

Sure, some people use that “cloak” to misrepresent themselves…but you’ll have that anywhere. I think that just as many, if not more people use the buffer of Second Life to talk to people they’d never be able to talk to about opinions they may not otherwise share. I think Second Life gives people the opportunity to connect with people that they may not be able to in any other way…be it due to lack of confidence or lack of physical proximity.

I greatly respect Chris.

I think he’s very intelligent and listening to him I know he’s going to do great things. While I’m a few years older than him, I know I can learn a lot from him.

But, I think he’s a bit off track here because he seems to be dismissing something, a new communications tool, for a reason that I think can go either way.

One thing he does say that I completely agree with is that “big brands being in SL doesn’t validate the space.” Very true. The people, the connections, the communities and the friendships that are formed validate the space. No matter how many brands enter SL, it comes back to the Cluetrain way of thinking that markets are conversations. SL is just another way to foster those conversations.

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The State of the World…In a Few Sentences

Flipping through the November 27th issue of PR Week and I saw the article on the front page, “Implants get nod of FDA.”

In short, the FDA is allowing two companies to market silicone breast implants commercially for the first time in 14 years.  The I came to the end of the article where Wendy Lund, Manning Selvage & Lee’s EVP of global business and client development (representing one of the companies) is quoted.  The quote is what got me.

“In so many ways, it’s really a historic health event and definitely the biggest healthcare PR event of 2006,” said Lund.

The biggest healthcare PR event of 2006.  Bigger breasts.  That’s what our world sees as major news.

Not curing disease.
Not improving healthcare.
Not major advancements in the fight against deadly diseases.

Bigger breasts.

That’s the biggest event.

Well, Hugh Hefner can sleep easy…we’re watching out for him.

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