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Keys to Gaining Customers’ Trust Online

The social media revolution has toppled traditional models of brand building and reputation preservation. It has also forced brand leaders to recalibrate their approaches to building trust among customers. According to Bob Pearson, president of … | MORE »

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Bankruptcy of Trust: Redefining Values to Safeguard Your Reputation

Trust is at the core of every type of relationship, from friendships to marriages, so why wouldn’t it be central to the bond between stakeholders and businesses? Without this adhesive, so many aspects of organizational … | MORE »

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Proving Communications’ Worth: From Top-Down to the Bottom Line

For communications executives, it seems there could never be enough how-to articles, best-practices lists or strategic roadmaps about ways in which they can prove their worth to senior management (and clients, for that matter), and … | MORE »

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Best Practices for Improving Client Satisfaction

• Understand the client’s culture. • Be ready on day one. • Strive to sustain a spirit of partnership. • Confirm and document client expectations. • Be explicit about deliverables. • Be clear about processes. … | MORE »

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More for Your $: Expand Integrated Offerings to Grow Client Portfolios

Niche PR shops and boutique agencies are popping up left and right, even in today’s challenging business environment. This reality is forcing many well-established organizations to diversify their client offerings in order to remain competitive … | MORE »

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THE 5-STEP COMMUNICATIONS MEASUREMENT SCORECARD

When trying to prove PR’s contribution to overall organizational success, it is wise to focus on how you can use PR planning to accelerate the accomplishments of your goals and objectives. According to Kathy Collins, … | MORE »

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Measure the Impact of Your Twitter Efforts

Perhaps Carl Folta, executive vice president of corporate communications at Viacom, best sums up the essence of Twitter: “It’s all headlines,” he says. “It’s like a haiku.” Well, sort of. Twitter may not confine verbosity … | MORE »

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SOCIAL MEDIA MEASUREMENT CHECKLIST

❑ 1. Identify audiences and publics. ❑ 2. Define objectives for each audience/public. ❑ 3. Define measurement criteria. ❑ 4. Define the benchmark. ❑ 5. Select measurement tools. ❑ 6. Analyze data, draw actionable conclusions … | MORE »

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SAMPLE SOCIAL MEDIA DATA SOURCES

• RSS feeds • Comments • Favorites • New vs. returning traffic • Bookmarks • Inbound links • Re-tweets • Net promoter scores • Conversation indexes • Search engine page rankings

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Measurement Minefield: Navigating Social Media Metrics to Deliver Results

In the pre-social media world, measuring a PR initiative’s effect on a given stakeholder group was akin to measuring a monologue’s effect on an audience: A message was disseminated, the message recipient listened (or didn’t … | MORE »

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