Most of us wish we could apologize to people in our past for one thing or another. As time passes, though, an apology can become a form of stalking or a self-centered quest for redemption. That person whose feelings you hurt badly when you were 18? She doesn’t want to hear from you now. If only you could board a magical aircraft, zoom back in time and make things right. Speaking of aircraft, United Airlines CEO Oscar Munoz sent an email on April 27 to customers apologizing for breaking the bonds of trust “when a passenger was forcibly removed” from one of its planes.
Leave it to a media company to offer a mini-case study in media relations. ESPN cut around 100 jobs on Wednesday, about half of which affected on-air talent. While the cuts were expected, they went deeper than many industry-watchers anticipated. Thanks to ESPN’s transparency about the layoffs, many of its talking points in its prepared statements became the foundation of coverage from media outlets.
When the mighty Google changes its algorithm, all of PR is pushed in the same direction by the shockwave; here’s hoping that the most recent change will nudge us into a better place. The search engine’s latest move is to demote (but not remove) pages that propagate lies, hoaxes, conspiracy theories and other junk content that more and more is collectively being labeled “fake news.”
Daniella Peting follows one cardinal rule for live streaming: Don’t wing it. Peting, who manages Motorola Solutions’ social media presence in North America and co-leads the company’s Global Social Media Center of Excellence, makes a point of fully preparing every element of a live broadcast from conception to execution.
A salesperson, a PR manager and a marketer walk into a bar…or so your bottom line wishes. The birth of social media forced organizations to draw up new business strategies to stay competitive in the digital space. And so they did—one department at a time. Ask a salesperson what their social strategy is, or even what social media means to her profit goals and she will probably give you a completely different answer than the PR or marketing manager within the same organization. So how can you build a truly integrated communications team? By following these three steps.
What enables some customer communities to be financially productive while others remain a cost center? In the research study “The Business Impact of Online Communities,” we found that almost half (49%) of community leaders report revenue gains from their online community. This is an exciting proof-point, but it warranted further investigation. So, we analyzed the data to identify the winning conditions of the top communities and identified three key steps toward a better ROI.
It can be hard for someone who works in public relations or communications to admit that they’re not that great at schmoozing. It would seem that these things go hand in hand, but striking up a face-to-face conversation with a stranger is its own skill set, and we aren’t all naturals. If you’re attending a professional event, you should make the most of your time there, as with any other aspect of your working life. Being a wallflower won’t move the needle, so keep the following four things in mind and do the accompanying exercises to set yourself up for success.
Two weeks after United’s reputation, and stock price, took a hit after airline security forcibly removed Dr. David Dao from a flight, it was American’s turn to deal with a passenger crisis. On April 21, a young mother was reduced to tears during an argument with attendants. The incident—which included a fellow passenger nearly getting into a physical altercation with an attendant—was captured on video and quickly went viral. But unlike United’s response, American quickly apologized, suspended the attendant and didn’t blame the victim.
As we know, communications has changed greatly with the rise of social media. It’s the same with crisis management, argues Daniela Peting of Motorola Solutions. Several maxims for crisis management from the pre-digital days may not work as well in the digital era. In fact, they could do more damage than good. Peting explains how listening via social media can benefit your crisis management experience.
How do you create the perfect dashboard? Does such a thing exist? And if so, will it change your life as a communicator? Probably not, Katie Paine of Paine Publishing and Johna Burke of BurrellesLuce say during PR News’ Measurement Conference in Washington, D.C. Dashboards can make your life easier and should, but they’re not the silver bullets of PR. The human element and the insights you can glean from dashboard are far more important, they say.