Stories by Diane Schwartz

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The 2 Things You Need to Know Now About Social Media

March 28th, 2017 by

Forget about Business-to-Business or Business-to-Consumer marketing for a moment. Instead, consider Human-to-Human. If you treat your customers like the humans they are and communicate with them in human ways, you are more likely to succeed on social media. Whether you are tweeting, posting, gramming or snapping, your human customers expect to be educated, enlightened or entertained.

customer service

How to Lose a Customer and Tarnish Your Brand in One Easy (Mis)Step

March 13th, 2017 by

For those of you who are dealing with customers and stakeholders (who isn’t?), a little customer service goes a long way. Little, as in, call someone back (text or email is also fine) within a reasonable time frame. Treat them like you don’t want to lose them. Bad customer service experience can not only inconvenience you, it can change the whole way you feel about a brand.


The Leadership Lesson From the Super Bowl

February 6th, 2017 by

We’ve been put in positions where we’ve had to inspire our colleagues to soldier on, even when we can’t see the light at the end of the tunnel. We have our game-time playbook and have had to adjust it in real time. While the Falcons played hard, the Patriots played harder when it mattered most. That’s a lesson for the times, for these times.

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PR Leaders Agree: It’s OK to Be a Bad-Ass

January 25th, 2017 by

Coming just days after the Women’s March, PR News’ Top Women in PR awards luncheon in NYC was an ebullient event that brought the PR industry together to celebrate female leadership and the individuals who’ve moved the communications needle in the past 12 months. If the on-stage commentary from the honorees is any indication, however, there is still much work to be done on the issues of diversity, work-life balance, workplace equity and career advancement.

2017 calendar

Extreme Calendaring: Here’s How to Boost Productivity Now

January 3rd, 2017 by

As we enter a new year, it’s time to take stock of how we spend our time at work and how we might change our habits. How many meetings and activities were you a part of in 2016 that were just an utter waste of time? Can you do better in 2017? To achieve a better return on your time, consider what I call extreme calendaring. It might even burn some of those extra holiday calories.


Do Your 3 Search Words Suck? Six Questions to Ponder Now

November 7th, 2016 by

You need better and smarter ways to approach reputation management than Googling your brand’s name or your own name. Here are six questions that, if you can answer them correctly and/or honestly, will take you to the next level (however you may define a higher level). For instance, what’s your brand’s story? Can you imagine reading a short story about your company to your child at bedtime?


9 Great Ideas from Award-Winning Communicators

October 21st, 2016 by

Your stakeholders – humans just like you and me – want to be part of a movement, not part of a marketing moment. That statement rang true to the hundreds of attendees at PR News’ Platinum PR Awards gala held Oct. 19 in NYC. That morsel of wisdom, shared by one of the award winners, was in great company with other bits of sound advice offered by communication leaders from corporations, nonprofits and agencies who took home their coveted prize.

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Let’s Make Public Relations More Relevant

September 12th, 2016 by

It’s imperative that as communicators we showcase our good work, we prove our worth, we take integrated communications seriously and we don’t squander the leadership position in content marketing and social media. To get there, we need to brush up on measurement, data and analytics.


The Art of Making Them Wait

August 21st, 2016 by

There’s a science to waiting, to delaying a behavior. Think about dating and travel sites where the customer stares at a screen anticipating the “perfect match” or “best price” on a flight. You want the site to take its time, not rush into something important that could change your social life or save you money. If the match popped up on the screen too soon, you’d think it were a generic algorithm and you’d dismiss the recommendation.


Eight Ideas to Unlearn this Summer: A Communicator’s Checklist

July 20th, 2016 by

Ah, the joys of summer. It’s enough to make you forget what’s going on back at the office. It’s also a good time to unlearn bad habits. Re-energized from your vacation, you might be ready to wash away these misconceptions that have become woven into the communications fabric.