Starwood Retail’s Test-and-Learn Instagram Strategy

May 16th, 2017 by

Trying to replicate what made a post get 300 likes when your account routinely sees 100 likes per post can make you want to bang your head against the wall…Or, it can ignite a new test-and-learn campaign. Your team can make educated guesses about what worked and incorporate those elements into future posts.


In the Wake of WannaCry, Make Improvements to Your Security Protocols

May 16th, 2017 by

A ransomware attack ravaged the globe May 12 in the form of WannaCry, a program that spread itself through a Windows networking protocol. There was a patch, but that was no help to the countless users who had not updated and installed it. Much of the blame for this has fallen on Microsoft.

steve harvey

3 Internal Communications Principles Steve Harvey Missed in ‘Don’t Talk to Me’ Memo

May 15th, 2017 by

A memo that reads,”For your eyes only?” Not in showbiz. On May 10, Chicago media blog leaked a harshly worded internal memo sent by talk show host Steve Harvey to all “Steve Harvey Show” employees at the start of this year’s season. The memo airs Harvey’s grievances around a lack of privacy on set and requires employees to make an appointment with Harvey prior to any direct contact. “IF YOU OPEN MY DOOR, EXPECT TO BE REMOVED,” the memo reads, before listing several other studio locations Harvey claims to be regularly “ambush[ed]” by NBC staff.


How to Create an Entertainment Marketing Strategy

May 15th, 2017 by

Owing to social media, consumers have never felt closer to the world of entertainment and entertainers. They color nearly everything we do. So, what is the best way for brands to take advantage of the public’s thirst for show business? While it might seem that hiring Beyoncé or Frank Ocean is the way to go, there are myriad options for brands.


A Tale of Two Apologies: Colbert’s Authenticity Works, Fyre’s Hype Fails

May 15th, 2017 by

You don’t have to look far to find examples of people and organizations screwing up. So as tempting as it may be to pile onto Uber’s woes or the latest airline mess, Katie Paine uses this edition of Image Patrol to look at the follow-up to crises. What you do is very important, but so is how you respond, ie, the way people and brands say they’re sorry – or don’t.

Screen Shot 2017-05-12 at 9.03.22 AM

4 Ways to Emulate Southwest Airlines’ Twitter Style

May 12th, 2017 by

You’ve probably either sent or received a version of this work email: “Who posted this tweet on the brand account? I think it’s too [personal/political/off-brand/sloppily written/insensitive/blatantly promotional/factually incorrect/ill-timed].” If you’ve never written or seen an email like that, you should congratulate yourself and your team. You’re managing to speak with a consistent brand voice on Twitter.


One Change Management Principle Trump Skipped in the Comey Firing

May 11th, 2017 by

President Trump’s dismissal of James Comey as director of the F.B.I. May 9 would have been highly controversial no matter how it happened. But how to work within a scenario like that to ameliorate stakeholder dissatisfaction is a major facet of what we as communicators should practice—and it’s a facet that seems to have been neglected by the administration’s communications arm.

SSU logo_steve

Banafsheh Ghassemi to Be Honored With Robin Carey Connector Award at Social Shake-Up

May 10th, 2017 by

Banafsheh Ghassemi’s passion for using technology to promote empathy can be traced to a turbulent childhood. Ghassemi, the winner of the first annual Robin Carey Connector Award, was born in Iran, where her parents were both politically active members of the resistance during the run-up to the Iranian Revolution. As the revolution intensified, her family was forced to seek refuge in England when she was just 11 years old. And that experience has been central in shaping Ghassemi’s focus on human-centered design.


9 Tips for Writing and Editing Effective Quotes

May 9th, 2017 by

When you’re developing a news release, a good quote can make all the difference in giving character and perspective to your announcement. Once you’ve laid out the what, when, where and who, a quote from a spokesperson fills in the why: why your brand is passionate about an issue, why something needed to be done, why something is significant, why the reader should care.


United, Others Provide Textbook Examples of How to Worsen a Crisis

May 8th, 2017 by

Veteran PR pro Arthur Solomon has handled PR crises here and abroad, so when he says too many crises are handled poorly he deserves to be heard. In this article he provides tips for avoiding making crises worse. Of course, he whacks at some sacred cows when counseling brand communicators to tell the truth, to respond only when you’re ready and to consider each crisis as a unique event.