Posts Tagged ‘management’


2010 Trends and 2011 Predictions for Public Relations, Marketing, and Social Media

Monday, December 20th, 2010

How can 2010 almost be over? I am reminded daily by all the blog posts and articles highlighting the “Best of 2010 Trends” and predictions for 2011… I’m not ready. I don’t have my Christmas shopping done, my tree is not decorated, and I haven’t sent any Christmas cards. Realizing I’m behind, I thought a review of other’s ideas on what was hot for 2010 and what we should be looking for in 2011 would be appropriate for this post.

The End of ‘Social Media’
Paul Gillin, a long-time tech-journalist, asks that we stop talking about “social media” in 2011. He explains, “It’s not that social media is no longer important. On the contrary, there’s almost no media today that isn’t social.”

4 Netsquared Social Good Trends for 2010
Geoff Livingston compiles some of the reflections presented to TechSoup/NetSquared regarding the trends for 2010. Among them: “mobile as a legitimate grassroots platform” and emerging tools for “visualizing data.”

2010 Trends on Twitter
Twitter recently released its year in review, announcing the top trending topics across of a variety of categories. “Gulf Oil Spill,” “FIFA World Cup,” and the movie Inception were the three overall top trends.

Facebook Reveals Top Status Trends of 2010
Adding to the list of status trends, Facebook also announced its most popular terms for 2010. The most popular status trend for 2010 was HMU (“hit me up,” as in to call or text me), followed by “World Cup” and “Movies”

2011: The Year Social Media Comes of Age
Social Media Today, contributor Chris Symes offers three takeaways from a recent presentation by Jeremiah Owyang, Altimeter, on “the career path of the social media strategist.” One of the key tips for 2011: “Know your ROI.”

2011 Trends in Social Media
Don’t Drink the Kool-aid blog gives some perspective on what 2011 will hold for PR and social media. Two trends to consider are that “companies will opt for agencies that specialize in social media” and “companies will turn to agencies for help with blogs as part of social media management.”

2011 Digital Trends – Shifts in US Online Population Demographics
Alina Popescu, Everything PR, highlights some online population trends as forecasted by eMarketer. She notes that, “Recent research from the Association of National Advertisers shows marketers are already capitalizing on the digital trends, with more than half of US marketers stating they will increase multicultural spending on both traditional and newer media.”

The Illusion of Predicting the Future, and How to Manipulate the Public Perception in 2011
While some of these predictions and year-end reviews can help public relations and communications practitioners plan for the year ahead, Mihaela Lica Butler, also a contributor on Everything PR, cautions the industry about “piling crap and calling it research” and reveals “how to manipulate the public perception in 2011.”

What did you think were the top trends of 2010? Can you share your ideas and predictions for 2011 with the BurrellesLuce Fresh Ideas readers?

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Is Your Press Release Guilty of Information Overload?

Friday, December 3rd, 2010

Working Hard resizeBranding and advertising messages can be both offensive and defensive – which may be why they seem to be everywhere these days.  Added to the barrage of news and posts coming in to your RSS feed, newsletters you’ve subscribed to, social news streams, your email inbox, not to mention your personal communications and – you’ve got information overload.  

According to a video based on the book Socialnomics™ by Erik Qualman, we no longer search for the news but the news finds us or, at least, it tries to reach us. I’ve heard there’s an average of 5,000 attempts to get our attention every day.  That was back in 2006 – the figures are probably even higher by now. But even so, 5,000 messages? Per day? Yikes!  No wonder we feel overwhelmed sometimes.

That’s the “average” person. Imagine how a journalist must feel. Journalists must be masters of information management. According to a Journalistics post, they are receiving hundreds of pitches a day. (Makes my head swim just thinking about it!) As The Media evolves, newsrooms are also switching to more hyperlocal formats and journalists are finding that they are wearing other hats, besides that of journalist, including business person and manager.

Seth Godin recently wrote on his blog that, “Once you overload the user, you train them not to pay attention. More clutter isn’t free. In fact, more clutter is a permanent shift, a desensitization to all the information, not just the last bit.”

To stop issuing press releases isn’t really an option, so how do you keep yours from being lost in the thicket of information and simply adding to the fatigue of digital overload? 

  • Craft the perfect headline. It should clearly epitomize what your press release is about while including keywords (for SEO). Try to get it down to 10-12 words or less.
  • Lead with the hook. The lead (first sentence or “hook”) should be clear and concise.  The news in your news release has to be obvious.
  • Skip the fluff.  State actual facts – products, services, events, people, projects. Avoid jargon or specialized technical terms.
  • Set word limits. In a recent PRSA Tactics article, Ann Wylie writes, “The recommended length for the average press release has dropped from 400 words in print to 250 words online, according to Internet marketing strategist B.L. Ochman.”  The press release should not tell the whole story but simply an idea of what their readers need to know.
  • Timing is everything. The content should be relevant and fresh – not too far past and not too far in the future.
  • Target distribution. I’m not going to detail in this post, but if you want to revisit why this is so important, you can read about it here and here.

As Wylie states (in the above-referenced article), “The right length for each piece depends on the topic, audience, medium, budget and other factors.” The key is not “smothering your readers with information.”

How are you tailoring your media outreach to fit the ever-changing needs of journalists and bloggers? If you’ve given your press release a makeover, to keep up with the times, how successful have your efforts been? Please share your thoughts with the me and the readers of BurrellesLuce Fresh Ideas.

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PRSA 2010 Counselors Academy: Tom Gable, Gable PR, and Johna Burke, BurrellesLuce

Wednesday, July 28th, 2010

Transcript -

JOHNA BURKE: Hello, everyone. This is Johna Burke with BurrellesLuce, and I’m here at the PRSA Counselor’s Academy with Tom.

Tom, will you introduce yourself?

TOM GABLE: Hi there. Tom Gable, I’m CEO of Gable PR from San Diego, California. And I’ve been in the public relations business more than 30 years.

BURKE: And, Tom, you just did a session on strategies for success. Can you tell the people that aren’t able to attend some of those key takeaways and areas where they need to focus in order to make their agencies successful?

GABLE: Yeah. The whole idea is that a system can help make C players into B players, B players into A players. When I first started in the agency business as a journalist, the PR profession was mostly unbalanced; people were ambiguous; they weren’t doing good management. It was all based on the success of the individual talent. So if a good person left, client service would suffer. The idea is that there’s a lot of great books on this, including “E Myth Revisited” by Michael Gerber, a whole lot of other research books on what you try and do is build the system so it’s very easy for people to follow through, to set goals for their clients, and then to move forward according to specific plans. And if you have systems for quality control, client planning, creativity and–built in, then you’re going to be more successful in the long run.

BURKE: Great, Tom. And I want to make sure everybody knows that you also are a PRSA fellow.

GABLE: Yes, ma’am.

BURKE: And if you can let them know where they can find you on the web and in social media.

GABLE: OK, the web is www.gablepr.com, G-A-B-L-E-P-R.com. And then I tweet @tomgable. And so just neat, clean and simple. Make it easy.

BURKE: Great. Thank you so much for your time, Tom.

GABLE: OK. My pleasure. 

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The Death of the Angry Customer Letter?

Monday, July 12th, 2010
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Flickr Image: xJasonRogersx's

Not long ago, there was little recourse for poor customer service.  Sure, you could bite your tongue while waiting in line or demand to see a manager. Really though, the only way to get your point across would be the old-standby, the “dissatisfied customer letter” sent to management. If you were lucky, you might receive a reply back with their apologies and a coupon for $20 off your next purchase of four new tires.

The emergence of social media now presents an engaging and provocative problem for customer service. A client’s recourse is now immediate and omnipresent. Companies better be on their toes at all times or they run the risk of angering the wrong person with the right medium.

In his Adage story “Are Major Marketers Training John Q. Public to Whine on Web?,” Michael Bush states that customers are becoming used to quick responses to their posted complaints. He goes further than that saying, “… magically resolving complaints broadcast to the world by social media raises a question: By rewarding complainers with lightning-fast responsiveness, are marketers training consumers to publicly flog them rather than take the discreet and often-frustrating route of calling customer service?”

So as a company, not only do you now have to respond quickly to an upset customer or risk their issue going viral, you also have to worry that in doing so, you’re just setting yourself up for similar actions down the road.

Your clients can now use their phones to tweet their dissatisfaction with your service while they’re in a line experiencing it. This is all happening in real time. While the days of mailing out an angry letter may be nearing an end, we’ve just begun to feel the impact of the angry posts: You neglect to monitor your company’s online profile at your own peril.

How has social media and online communications affected the way you interact with clients? Do you think it’s true that customers who complain openly in public forums receive faster and better service than those who choose to complain privately via letter, email, or telephone? Share your thoughts with the readers of BurrellesLuce Fresh Ideas.

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