Public Relations & Social Marketing Insight
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Public Relations & Social Marketing Insight
Social marketing, PR insight & thought leadership - from The PR Coach
Curated by Jeff Domansky
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July 29, 2017 10:31 AM
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How Putin and Russia Use Powerful US PR Firms to Shape American Opinion

How Putin and Russia Use Powerful US PR Firms to Shape American Opinion | Public Relations & Social Marketing Insight | Scoop.it

The Russian attempt to influence the 2016 American presidential election, using what intelligence agencies call “active measures,” has dominated U.S. headlines.There is, however, a second front in Russia’s effort to shape the hearts and minds of American citizens, and it’s received almost no attention in mainstream U.S. media outlets since the election.


As someone who studies the growth of global public relations, I’ve researched the roles PR firms play in shaping public perceptions of international affairs.


For years, Russia has been involved in public relations campaigns that have been developed and deployed by prominent, U.S.-based, global PR firms – campaigns intended to influence American public opinion and policy in ways that advance Russia’s strategic interests....

Jeff Domansky's insight:

PR or propaganda? Is public relations simply a more insidious form of fake news asks Sue Curry Jansen?

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February 22, 2017 10:12 AM
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What Should Marketers Do When The President Tweets About Them? Nothing

What Should Marketers Do When The President Tweets About Them? Nothing | Public Relations & Social Marketing Insight | Scoop.it

Marketers may find themselves faced with a timely dilemma: What to do when the leader of the free world calls out your brand—or even your CEO—by name in a tweet? A year ago, the mere suggestion of that would be preposterous. Today, that’s not something outside of the realm of possibility.

 

The question is: How political do brands need to get in 2017? While the retail world may be the current battleground between the White House and the private sector, consumer packaged goods, tech and business-to-business leaders could be next. This is a new day in American politics, and we are just one month into the Trump presidency. Brands must ask themselves, where do we take a stand, why and to what end? And if I do take a stand, what risk do I take on with angering possibly half of my consumers?

 

While there are perhaps no easy answers, and the rule book has yet to be written, there are a few suggestions:

Jeff Domansky's insight:

In this hyper-politicized time, the best course of action for brands may be to stick to the course you are on and not respond.. Great debate, and IMHO you might have to prepare a response just in case.

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November 23, 2016 10:45 AM
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What is Newsworthy? | Presentation Skills & Media Training

What is Newsworthy? | Presentation Skills & Media Training | Public Relations & Social Marketing Insight | Scoop.it

Journalists are busy people. If you bring something to their attention that captures their imagination—or, more importantly, the imagination of their readers, listeners and/or viewers—it has a chance of being newsworthy. 

 

Newsworthiness is critical to gaining and keeping access to journalists. If you contact them with information of marginal value that wastes their time, barriers grow. And, each time you waste their time, access becomes harder the next time around. 

 

So, when deciding whether or not to contact the media about a story (or asking your public or media relations professionals to do so), the most important thing to ask yourself is: Is this newsworthy?...

Jeff Domansky's insight:

Media relations basics from Eric Bergman.

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November 18, 2016 4:21 PM
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Message To P.R. People: Stop 'Reaching Out' To Me, OK?

Message To P.R. People: Stop 'Reaching Out' To Me, OK? | Public Relations & Social Marketing Insight | Scoop.it

In a reply to a publicist who contacted me recently on some subject or another, I surprised even myself when I wrote to her that I could not take up her pitch because she used the phrase “reaching out” in her email.


If memory serves, I actually went so far as to tell her it is my policy to say no to pitches in which the phrase “reaching out” or any of its variants is applied. It was a ridiculous, ornery reply to a well-meaning request for coverage, for which I apologize.

However, the “reaching out” phrase rankled me, and I am trying to figure out why. One reason is its overuse. This phrase -- “reaching out,” “reach out,” “reached out” or whatever form it takes -- is certainly overused in the p.r. biz today (and in many other places too)....

Jeff Domansky's insight:

Adam Buckman slays another tired bromide by lazy PR people who keep "reaching out" or wanting to "chat." 

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September 7, 2016 9:41 PM
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Journalists' Advice on How to Write Press Releases They'll Actually Read

Journalists' Advice on How to Write Press Releases They'll Actually Read | Public Relations & Social Marketing Insight | Scoop.it

Marketers and public relations professionals can find plenty of advice on how to write a press release, but rarely is that advice directly from the journalists that press releases attempt to engage.

It turns out, journalists have a lot to say about press releases. It also turns out that marketers have a lot to learn.

Although I recently joined an inbound marketing agency, I'm a 25-year veteran the Chicago Sun-Times and the Contra Costa Times, among other. For decades I started my mornings weeding through the press releases in my inbox, one finger hovering over the "delete" key and ready to strike.

Wondering whether things have gotten better lately, I reached out to several journalist friends.

"Most of what I get is garbage," said Mary Pols, a longtime Portland Press-Herald/Sunday Telegram reporter who has also worked at the Los Angeles Times.

Ouch.

Follow these top 9 recommendations to stand out....

Jeff Domansky's insight:

Press releases aren't necessarily dead but they do have to be much better. Journalists offer a collection of 9 tips to get it right.

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July 20, 2016 2:27 PM
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28 Tips from my first 28 Months as a Solo PR Business

28 Tips from my first 28 Months as a Solo PR Business | Public Relations & Social Marketing Insight | Scoop.it

In 2014, a whopping 581,000 businesses started up in the UK. One of them was me, Zude PR.

According to Bloomberg, a staggering 8 out of 10 entrepreneurs who start businesses fail within the first 18 months. I don’t know what the figure is for Glasgow PR firms, but I imagine it’s similar.

Twenty-eight months on I’m still here, fighting the good fight.

Here are 28 top observations from MY first 28 months as a solo digital PR pro (just in case you ever need them)....

Jeff Domansky's insight:

David Sawyer looks back thoughtfully on two-plus years as a solo PR consultant in Glasgow.

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July 1, 2016 3:02 PM
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How the Post-Organic Social Media Era Is Redefining PR

How the Post-Organic Social Media Era Is Redefining PR | Public Relations & Social Marketing Insight | Scoop.it
The shift in focus to paid social media content is redefining, yet again, the role of the PR professional—a topic that Kellis will dive into in his opening Wake-Up Call session at PR News' Big 4 Social Media Summit, which will be held in San Francisco on Aug. 10. In a way, paid social is bringing public relations full circle.

"At least at Clorox, earned media now comes from creating social media ads that people will share," says Kellis, who leads the social media function for all of Clorox’s brands, including Hidden Valley, Clorox-branded products and Glad. "In the past, we’ve done PR around advertising in magazines and other media. That’s what we’ve come to with social. We’re doing PR to get earned media impressions from the sharing of social media ads. The earned part is critical, because we’re no longer measuring organic social campaigns—that’s completely out the window."
Jeff Domansky's insight:

Earned media impacts PR's role once again.

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June 4, 2016 12:16 PM
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Don’t laugh too hard at tronc: Yes, it’s a dumb name — but the grim outlook for journalism is no laughing matter

Don’t laugh too hard at tronc: Yes, it’s a dumb name — but the grim outlook for journalism is no laughing matter | Public Relations & Social Marketing Insight | Scoop.it

Well, that sure got weird, didn’t it? Tribune’s takeover of what used to be called Times-Mirror was messy when it started, a decade and a half ago, and has gotten worse every few years: This is the company, after all, that took over several great newspapers, crowed about “synergy,” and made a few legendary editors so uncomfortable that they left their posts. (One of them was Dean Baquet, who’s now executive editor at the New York Times.)


And they sold their papers to Sam Zell, who had no background in newspapers and made an even bigger mess of things before filing for Chapter 11. Last fall, the company put Tribune Tower, where its original newspaper is based, up for sale.


But now Tribune has a new trick: It has renamed itself tronc – a term that means, in French, “poor box,” and if modulated to “trunk,” something worse. According to Tribune’s current chair, Michael Ferro – who was invited onto the board by former CEO Jack Griffin, whom he fired — this is a bold step into the future. Here’s a corporate release:...

Jeff Domansky's insight:

The goofy new brand emphasizes "content curation and monetization," not the Pulitzer-quality journalism of before. Whatever!

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May 19, 2016 6:01 PM
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5 tips for SEO-savvy news releases

5 tips for SEO-savvy news releases | Public Relations & Social Marketing Insight | Scoop.it

It can be difficult to get a news release approved internally—even without thinking about search engine optimization.
However, if exposure, disclosure or page views are your goals, you must heed content discoverability and make your release SEO-friendly.

A list of search engine violations and penalties shows ways your content can fail to attract attention online. This applies to all your owned media content—including your website and news releases.

What makes some releases more successful than others in terms of drawing traffic? They’re written with healthy SEO features. These successful news releases appeal to Google’s latest algorithm, which rewards high-quality, unique and non-spam content.

Follow these five simple steps to create releases that can rank high in search results....

Jeff Domansky's insight:

Five SEO tips that will help you get better search results from your news releases.

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May 16, 2016 1:55 PM
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Is there a PR savvy to Trump’s taunts?

Is there a PR savvy to Trump’s taunts? | Public Relations & Social Marketing Insight | Scoop.it
If there’s one tactic that has stood out in this presidential campaign, it is the way GOP frontrunner Donald Trump has slain his foes with the jawbone of an ass.


Trump’s penchant for labeling his opponents—from “Lyin’ Ted” Cruz to “Low-Energy Jeb” Bush—has been like a boxer’s left hook to the liver. It doesn’t look like much until the other guy drops.

Now Trump is trying to do the same to his Democratic foes, calling them “crooked” and “crazy.”

After The New York Times Magazine explored the issue (“Donald Trump Shares His Opponent-Branding Secrets”), I wondered: Do the same labeling techniques work in PR and marketing? Whether it’s throwing mud or branding oneself positively, does Trump offer lessons to PR pros?

The consensus is that such tactics can work, but mudslinging is “risky,” a word Democratic frontrunner Hillary Clinton uses in an effort to brand Trump.

“Trump has a knack for coining just the right moniker, the perfectly dismissive and catchy thing,” The Times writer stated. “‘It works, it flows,’ Trump said, admiring his latest work.”

Jeff Domansky's insight:

There used to be an old PR saying about the risk of fighting with the media who buy ink by the barrel. or, how about this, George Bernard Shaw quote: "I learned long ago, never to wrestle with a pig. You get dirty, and besides, the pig likes it."

 

Those are two important lessons for the Democrats as they consider how to engage with The Donald.

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April 30, 2016 6:01 PM
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Authentic 100

Authentic 100 | Public Relations & Social Marketing Insight | Scoop.it

Since 2012, Cohn & Wolfe has studied authenticity as a guiding principle and business practice. Each year, our research reveals more insight on the strategic power of authenticity and its unique opportunity to build reputation.

Cohn & Wolfe has discovered a huge authenticity gap in the eyes of global consumers. With 75 percent of consumers surveyed in 14 markets believing that companies are not open and transparent, it’s clear that brands have a credibility problem.
 
Our 2016 findings reveal that cynicism towards brands is highest among Western European countries, while high growth / low per capita GDP countries recognize authenticity in brands the most.
 
Across global markets, approximately one in five consumers finds brands “Open and Honest.” At 23 percent, the US places just above the global average. In Western Europe, a mere 5 percent of consumers in Sweden consider companies “Open and Honest,” while the UK, France, Germany and Spain all match the same low level at 7 percent.  
 
Brazil, while generally higher than Western Europe, is still lower than the US at 19 percent.  
 
Even in China and Indonesia, where consumers are least pessimistic about brand authenticity, only about a third of the population (36 percent and 35 percent, respectively) consider companies “Open and Honest.”  
 

The opportunity for businesses to close this gap is staggering....

Jeff Domansky's insight:

Interesting report by Cohn & Wolfe provides insight into consumer views of authenticity, global brands and what brands might do to close the gap in the future. Recommended reading. 9/10

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April 6, 2016 3:18 AM
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Apple News is now curating content on Twitter

Apple News is now curating content on Twitter | Public Relations & Social Marketing Insight | Scoop.it

Just like you, Apple News is now using Twitter to share articles curated by its US-based editorial team.


The account currently has around 6,800 followers. Unfortunately, we can’t tell if that’s because News readers simply haven’t found it or because there aren’t many Apple News readers. Apple just doesn’t share many statistics about News. 


But, the account is only five hours old....

Jeff Domansky's insight:

A little late, but better than never.

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March 22, 2016 9:53 PM
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A transcript of Donald Trump’s meeting with The Washington Post editorial board

A transcript of Donald Trump’s meeting with The Washington Post editorial board | Public Relations & Social Marketing Insight | Scoop.it

The Republican frontrunner met with the editorial board on Monday morning. The full transcript follows at the link above:

 

FREDERICK RYAN JR., WASHINGTON POST PUBLISHER: Mr. Trump, welcome to the Washington Post. Thank you for making time to meet with our editorial board.

 

DONALD TRUMP: New building. Yes this is very nice. Good luck with it.

 

RYAN: Thank you… We’ve heard you’re going to be announcing your foreign policy team shortly… Any you can share with us?

 

TRUMP: Well, I hadn’t thought of doing it, but if you want I can give you some of the names… Walid Phares, who you probably know, PhD, adviser to the House of Representatives caucus, and counter-terrorism expert; Carter Page, PhD; George Papadopoulos, he’s an energy and oil consultant, excellent guy; the Honorable Joe Schmitz, [former] inspector general at the Department of Defense; [retired] Lt. Gen. Keith Kellogg; and I have quite a few more. But that’s a group of some of the people that we are dealing with. We have many other people in different aspects of what we do, but that’s a representative group....

 

Jeff Domansky's insight:

I thought they had quit making episodes of the Twilight Zone. If you enjoy politics, this will keep you entertained. One lesson though for PR and public affairs pros. Who suggested he meet with an obviously hostile crowd? There was no possible win here for Trump given his lack of substance and who he was meeting. Recommended reading. 11/10   ;-)

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June 20, 2017 10:53 AM
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PR is woefully inefficient compared to paid and owned media, says Kevin Akeroyd, CEO Cision | PRmoment

PR is woefully inefficient compared to paid and owned media, says Kevin Akeroyd, CEO Cision | PRmoment | Public Relations & Social Marketing Insight | Scoop.it

I recently interviewed Cision global CEO Kevin Akeroyd. We rarely interview vendor CEOs, but Cision is an interesting case. Why? Very simple – Cision, or rather GTCR, the private equity fund backing it, has spent $2 billion dollars on buying PR/communications point solutions across data, content and measurement.


Yes that’s right, that’s not a typo, I did say two billion dollars. That’s massively more than anyone else has ever spent on PR/comms tools – ever. By a huge margin.


I’ve worked around the PR vendor market for about 10 years, I don’t pretend to be the world’s leading expert on it, but I get, I understand it.


And what I’ve never quite got my head around is why Cision spent quite so much money in this market; in the end presumably GTCR will want to make a profit on any exit. So I was looking forward to catching up with Kevin. It’s a long read but it’s an interesting perspective on:


-Why Cision has spent so much


- The role cloud technology has played in changing the advertising, paid content and marketing sectors


- The simple reason why PR budgets have not increased at the same rate as paid media budgets, despite the depreciating returns in the advertising sector

Jeff Domansky's insight:

PR Moment interviews Cision global CEO Kevin Akeroyd and find out why Cision, or rather GTCR, the private equity fund backing it, has spent $2 billion dollars on buying PR/communications point solutions across data, content and measurement.

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November 30, 2016 8:50 PM
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Difficult questions about "A message from MIT's faculty" - without bullshit

Difficult questions about "A message from MIT's faculty" - without bullshit | Public Relations & Social Marketing Insight | Scoop.it

Some MIT faculty, led by Roger Levy and Nancy Kanwisher, posted a short message regarding what they believe in the wake of Donald Trump’s election. More than 400 faculty have now signed it.

 

As an MIT alumnus, I read this statement and wondered about the platitudes it contains: why make this statement, and why ask faculty to sign it? The answers may make you uneasy.


The platitudes in this statement are problematic
The 233-word statement is well-written and direct — it’s free of jargon, passive voice, and weasel words. If you think only about the words, it seems clear and effective. But its filled with platitudes nobody disagrees with. The fact that these faculty need to make statements of this kind says a lot about them, and the times we live in. I’ve appended my comments in italic....

Jeff Domansky's insight:

Josh Bernoff has a thoughtful post about politics, public affairs and messaging.

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November 21, 2016 7:37 PM
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The Role of New Public Relations Practitioners as Social Media Experts | Institute for Public Relations

The Role of New Public Relations Practitioners as Social Media Experts | Institute for Public Relations | Public Relations & Social Marketing Insight | Scoop.it

Social media has become a prevalent part of public relations practice. Research and observation suggest young public relations practitioners are often the ones to perform social media tasks. Guided by literature on public relations roles, millennials, and pigeon-holing, this qualitative study explored whether new professionals are in fact relegated to being social media practitioners. Analysis revealed several factors, including agency billing rates, mentorship, and personal attributes, which impact the tasks new professionals are assigned....

Key Findings

  • Several participants admitted that they used social media for one-way message dissemination, although they recognized that this might not be the best use of such platforms.
  • Although many participants spent more time on social media than they did on traditional tasks, very few of them did social media exclusively.
  • Many participants attributed their social media use to agency billing rates, rather than specialized expertise. Senior practitioners have higher billing rates that do not fit into the client budgets allocated for social media.
  • Several young practitioners discussed the role of mentorship in their professional development. Those with strong mentors and advocates shared more diverse professional experience.
Jeff Domansky's insight:

Research indicates juniors get social media role because of lower billing rates for social media functions. Iandicates PR agencies aand organizations haven't bought into the value of social media.

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October 6, 2016 12:36 PM
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There’s a Word for Using Truthful Facts to Deceive: Paltering

There’s a Word for Using Truthful Facts to Deceive: Paltering | Public Relations & Social Marketing Insight | Scoop.it

There’s a Word for Using Truthful Facts to Deceive: Paltering


Virtually everyone lies when we interact or communicate with others. Hard to believe? Well, here is what the evidence tells us: people (you and me included!) tell, on average, one or two lies per day. Many of these lies are harmless: e.g., giving a spouse or friend a compliment we really don’t mean. Others, however, when mixed in with actual facts, have important consequences.


Take politics, where candidates all too frequently employ such distortions to influence voters.For example, in the U.S. vice-presidential debate between Democrat Tim Kaine and Republican Mike Pence, Kaine pushed Donald Trump, the Republican presidential nominee, to release his tax returns. (Trump has said he’d do it once the Internal Revenue Service completed an ongoing audit.) Kaine asserted that “Richard Nixon released tax returns when he was under audit,” leaving the impression that Nixon, a Republican, did so while running for re-election, creating a precedent for Trump. But as the New York Times pointed out, “Mr. Nixon released his taxes while under audit — but it was not until a year after his 1972 re-election.”


Another recent example is Trump’s response in the September 26 presidential debate to a question about a federal lawsuit that charged his family’s company with housing discrimination. His answer was: “When I was really young, I went into my father’s company. We, along with many, many, many other companies, throughout the country — it was a federal lawsuit — were sued. We settled the suit with zero — no admission of guilt. It was very easy to do. But they sued many people.”...

Jeff Domansky's insight:

It might feel like it’s not really lying…but it is. Take note you paltering politicians!

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July 24, 2016 12:11 PM
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A laid-off TV reporter in a Culver City Starbucks first uncovered borrowed passages in Melania Trump's speech

A laid-off TV reporter in a Culver City Starbucks first uncovered borrowed passages in Melania Trump's speech | Public Relations & Social Marketing Insight | Scoop.it

Since he lost his TV reporting job last year, Jarrett Hill has been looking for his next opportunity. It presented itself in an unexpected way.  Hill was sitting at a corner table Monday night in a Culver City Starbucks, drinking a venti iced coffee and watching the Republican National Convention on an MSNBC live stream.


As Melania Trump spoke, she uttered a phrase that the 31-year-old California native had heard once before — from First Lady Michelle Obama. “… the only limit to your achievements is the strength of your dreams …,” Melania Trump said during her address to the Republican National Convention.


Instinctively, Hill finished the phrase aloud to his laptop screen: “… and your willingness to work for them.” “Kind of like a song that you haven’t heard in a long time and you remember the lyrics as you hear them. Or a movie that you know the line to and you kind of respond to it,” he said.


He recalled the words from Michelle Obama’s speech because, he said, he had thought to himself at the time that it was “really beautifully written.” “I believe I even wrote it down or typed it,” Hill said. “Obviously having no idea that eight years later I’d hear them again from a woman who wanted to be first lady speaking at a convention in front of 40 million people.”...

Jeff Domansky's insight:

A national controversy over passages in Melania Trump's speech that resembled Michelle Obama's address was first brought to light by a former LA TV reporter sitting in a Starbucks. Good back story.

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July 8, 2016 10:07 AM
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PR Moment | PR clients now demand integration

PR Moment | PR clients now demand integration | Public Relations & Social Marketing Insight | Scoop.it

Integration is really easy to say and really hard to do,” says Jason Frank, joint CEO of agency MSL Group in the UK. Which begs the question if it is really worth offering integrated services. Would clients prefer to get great specialist expertise from an agency rather than a blend of second-rate services?


Frank says: “Many organisations make it too painful for their marketing and communications people to offer integrated services, for structural and/or cultural reasons. PR agencies talk a good game on websites and powerpoints and acquire lots of skills, but integration is about a mindset and culture and most don’t invest in the necessary culture change.”


Frank believes that although the advantages of integration are “nose-bleedingly obvious”, some agencies and clients are still reluctant to embrace it. However, he believes that finding integration difficult is no excuse, as “doing” integration makes clients’ lives so much easier as it's cheaper, easier and faster. “Done well it means one brief, potentially one partner, one idea…”...

Jeff Domansky's insight:

Do clients want agencies to offer integrated services or be a specialist provider of a single expertise?

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June 4, 2016 3:47 PM
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Sorry State – The Tale of the Tapes | 15 Seconds

Sorry State – The Tale of the Tapes | 15 Seconds | Public Relations & Social Marketing Insight | Scoop.it

We suppose it is possible for the Department of State to screw up the handling of questions about whether they lied to reporters even worse — but it is hard to figure out how.


The video below from CNN’s Jake Tapper today nicely lays out the series of offenses — but here is our quick summary:


In February 2013 Fox News correspondent James Rosen asked then State Department spokeswoman Victoria Nuland if there had been direct talks between the U.S. and Iran.  She essentially said “NO.”


In December 2013, Rosen points out to Nuland’s successor Jen Psaki that the correct answer would have been “YES” and asked if State routinely lied to reporters when they found it convenient. Psaki with a smirk said there are times when diplomacy needs privacy to succeed. (Translation: yes, we lied)....

Jeff Domansky's insight:

Lots of crisis management and media relations lessons here.

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May 23, 2016 9:36 AM
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Have PR and Marketing Suddenly Become the Same Thing?

Have PR and Marketing Suddenly Become the Same Thing? | Public Relations & Social Marketing Insight | Scoop.it

I was having a discussion with one of my oldest and closest friends the other day about his career. He wants to go farther in the world of public relations but doesn’t quite know what he needs to get there. So, as an enterprising go-getter, he started making connections and asking other PR pros what he needs to know in this day and age to get ahead of the competition.


What one professional told him made me laugh and then made me think.


“To get ahead, you need to know two things: Google Analytics and SEO.


”This kind of stopped me in my tracks. Yes, analytics and SEO are extremely important in the digital world. They go hand in hand – one promotes your website while the other tracks how you’re doing.


For instance, you can be at the top of the rankings for a key term, but if your bounce rate for that page is insanely high, you might need to change some things. SEO only gets you the attention you need; analytics will tell you exactly how long and what happens after the user sees your page.


But what shocked me is that it wasn’t a marketing executive that was telling my friend how essential these tools are, but a public relations professional with many, many years in the business.


So has public relations and marketing suddenly become the same thing?...

Jeff Domansky's insight:

Great question for PR pros to ponder!

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May 19, 2016 5:53 PM
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The New Rules of B2B Public Relations

The New Rules of B2B Public Relations | Public Relations & Social Marketing Insight | Scoop.it
C-level stakeholders (especially at B2Bs in tech-driven sectors) often perceive PR as an expensive cost center. They don't link PR to the business development and sales functions of the organization—and instead cling to the idea that good publicity is a byproduct of good business.

The reality is that tangible business results are (or should be) the outcome of quality PR efforts. Positive publicity is a boon to any business but not the end game of B2B PR.

Worthwhile B2B PR is all about earning results that change perceptions, shape opinions, drive brand preferences, and create new business opportunities. B2B PR should not focus only on impressions and other vanity metrics that our industry still uses.

Those positive results can only be earned from a PR strategy aligned and integrated with the entire business and in sync with the changing media landscape, the evolving expectations of B2B buyers and enterprises, and the new rules and best-practices in the industry.
Jeff Domansky's insight:

Here are four new rules to consider when looking at B2B PR.

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May 5, 2016 9:05 PM
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US: To counter mass customer exodus, Chipotle turns to loyalty | The Wise Marketer

US: To counter mass customer exodus, Chipotle turns to loyalty | The Wise Marketer | Public Relations & Social Marketing Insight | Scoop.it

What's a little e coli among friends? That's the question US fast-casual dining chain Chipotle will soon be asking its best customers. After publicly eschewing the idea of launching a customer loyalty programme last year, Chipotle executives said on an earnings call last week that they aim to stem the flood of frequent diners abandoning the chain with - wait for it - a loyalty programme. Though the programme is likely to be temporary, Chipotle hopes it will reignite customer passion for bowls and burritos. The problem: Chipotle executives still seem to display a fundamental misunderstanding of the purpose of loyalty programmes.

The announcement was one of the only positives in an earnings call that can only be described as apocalyptic: same store sales fell nearly 30% in the first quarter of 2016 and the company posted a net loss of $26.4 million. The company has tried everything to pull out of the free fall: giving away millions of free burritos, BOGO offers, national advertising campaigns; nothing has worked. Money quote from reporter Virginia Chamlee over at eater.com:

"The aim is to target the most loyal Chipotle consumer — i.e. the one who visits 25 or more times per year. The company saw the largest declines among its top loyal (25+ visits a year) and its 'light' consumers (those that visit two to five times per year). Noting the decline in visits amongst its once most-loyal customers, [Chief Marketing and Development Officer Mark] Crumpacker said the company would love to get that 'habit' back up. "We do believe it's beneficial to us to get people back in the habit of visiting Chipotle [as often as they used to]."...

Jeff Domansky's insight:

Will a new loyalty program bring customers back to Chipotle after the E. coli crisis?

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April 17, 2016 10:46 PM
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USC Annenberg study predicts PR industry will approach $20 billion by 2020

USC Annenberg study predicts PR industry will approach $20 billion by 2020 | Public Relations & Social Marketing Insight | Scoop.it

The USC Annenberg Center for Public Relations today released an executive summary of its Global Communications Report, a comprehensive survey of senior public relations executives, which predicts the worldwide PR agency business will grow from its current estimated size of $14 billion to $19.3 billion over the next five years.  To accommodate this growth, agency leaders anticipate their headcount will increase over the same period by about 26%.  


Industry leaders, both in agencies and in-house, believe future growth will be driven by content creation and social media, as well as more traditional activities such as brand reputation, followed by measurement and evaluation. Earned media still ranks relatively high for both corporate and agency leaders.  Paid media ranked last of 18 possible growth drivers.


“Overall, we are sensing a continued optimism about the direction the industry is headed, which is good news for people entering the field,” said Fred Cook, Director of the USC Annenberg Center for Public Relations. “But questions remain about the industry’s ability to attract the right talent, adapt to new technologies and increase the level of investment required to capitalize on these opportunities.”...

Jeff Domansky's insight:

Optimism ahead for the PR industry – $20 billion value by 2020. The Global Communications Report is a must-read for PR pros, students and PR agencies.  9.5/10

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April 6, 2016 3:07 AM
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9 Media Relations Tips for 2016

9 Media Relations Tips for 2016 | Public Relations & Social Marketing Insight | Scoop.it

Cision recently published its annual State of the Media Report, which I find to be one of the most valuable resources for understanding changes in news media environment. The report is jam-packed with information about the current news media environment and how most journalists prefer to work (particularly around areas like social media and working with media relations professionals). If media relations is part of your job, I highly recommend you review Cision’s report in detail.


Of course, since I know how busy media relations professionals can be (and since I’m such a swell guy), I’ve gone ahead and done the work for you. I reviewed the report in detail, and turned the most interesting findings into an actionable set of nine media relations tips you can use to improve your results in 2016 and beyond. Enjoy!...

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