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Crisis Communication In the World of PR

What Is Crisis Communication?

“Crisis communication is a sub-specialty of the public relations profession that is designed to protect and defend an individual, company, or organization facing a public challenge to its reputation.” –Wikipedia

When something unexpected happens and affects the success of your company, PR professionals step in. While emphasizing transparency, honesty, and acknowledging any customer concerns, crisis communication also includes taking preventative measures for future crises.

Company Crises

Crises come in all different forms. A few crises companies may face:

  • Lawsuits
  • Labor troubles
  • Fires
  • Product recalls
  • Workplace harassment
  • Poor customer service
  • Theft
  • Fraud

A negative review on social media or a hate comment doesn’t qualify as a crisis. An issue becomes a crisis only when it affects/hinders workflow or harms the brand’s reputation. Media monitoring is incredibly important for this reason. In order for your company to maintain a positive reputation, knowing how customers see your brand is vital. According to TalkWalker.com, “Don’t stop monitoring. Running sentiment analysis during a crisis will determine how your customers, influencers, prospects, and your industry are reacting. How they’re reacting will carry significant weight and if negative, could harm your brand.” By keeping a close eye on social media conversations about your company, you may be able to prevent a crisis before it even occurs.

Online Presence and Preventing Crises

Company employees should adhere to strict social media guidelines. Everything and anything posted by your company will be viewed, shared, and criticized, so its important to establish what is and isn’t okay to share. Social media blunders are all too common these days, but they’re easy to avoid by proofreading and simply double-checking to make sure nothing has been shared that shouldn’t be.

In the Midst of a Crisis

If a crisis does occur, it’s important to take action as quickly as possible. The company’s CEO, marketing team and HR should all be involved, and one of the first steps is to identify who will speak to the media and answer questions on behalf of the company. According to TalkWalker, these are the most important guidelines to follow in dealing with a crisis:

Taking responsibility for the issue is crucial. According to Forbes, “In today’s real-time world of social media, and with critics everywhere, reputation management matters more than ever and it can be lost in an instant. The tenets of any crisis communication are to be proactive, be transparent, and be accountable. When put into action it looks like this: acknowledge the incident, accept responsibility, and apologize.”

Before taking any action, issuing a public apology takes precedence. In doing this, it’s important for companies to remain human in how they react. “Saying ‘you’ll look into it’ doesn’t make anyone feel better. Saying you’re deeply saddened by what went down and will work on making things better is important,” says Forbes. Another important note: NEVER go silent on social media about what’s going on.

Working to understand the situation, listening to customer concerns, then responding accordingly = effective crisis communication.

 

AM:PM PR offers crisis communication services! Find out more information here.

How To Grow Your Brand Through Instagram

 

“Instagram has over 800 million monthly active users and the platform is a great marketing tool if utilized effectively.”Forbes

Looking to expand your personal brand or business by using Instagram? Here are a few helpful tips.

Your Bio

Let’s start with the basics — your bio. It’s typically the first thing users see when they visit your Insta page. You want it to be short and sweet. While remaining eye-catching, simple and creative, you also want your bio to give a snapshot of you who you are. Brainstorm a few words associated with your company/brand, and that will help you come up with a phrase users will remember.

AM:PM PR’s Instagram bio: Creativity. Strategy. Socks with sandals. #ampmpr

Consistency

Keep your content consistent. Although it’s fun to experiment with filters, users will keep visiting your page if it follows a general theme. Choose one filter for the majority of your photos, and pay attention to how much white/blank space is present in each of your photos. A balance between the two is important. If you switch off between these two styles of photos or simply stick to just one, it will result in a overall more visually-appealing page.

It’s important to be regular with your posting schedule. Post every day and include a group of relevant hashtags under each photo. This will allow new users to discover your page, plus, unchanging hashtags will pool your content into Insta categories related to your field.

Examples of hashtags for a food blog/Instagram:

#foodblogger #food #foodie #foodphotography #instafood #foodstagram #foodlover #yummy #delicious #foodblog #foodies #healthyfood #instagood

AM:PM PR’s usual hashtags:

#agency #publicrelations #PR #pdx #branding #agencylife #portland #creative #art #portlandia #business #pragency #socialmedia #follow #brand #creativeagency #ampmpr #instafollow #instagood #creativity #media

Engage

Follow similar users. Not only will this increase your followers, (similar businesses will typically follow back) but you can also gather ideas for future content. Comment on other’s posts, reply to Insta stories and message people who reply to yours. You’ll grow an engaged fanbase in no time.

Connecting Your Website or Blog

If you are using Instagram to ultimately promote a larger businesses, website or blog, make sure to link your Insta appropriately.

When promoting new blog content on your Instagram page, here’s a few tricks:

  • Use call to action words. Examples: “New blog post is up! Click the link in my bio to check it out,” “You aren’t going to want to miss this week’s blog post! Visit the link in my bio to read.”
  • Use a platform like TapBio to immediately direct users to your latest blog post. “Rather than constantly changing your Instagram profile URL (to go with your latest post), you can easily add slides equipped with links to your Tap Bio corresponding to your latest Instagram posts. Tap Bio could be a powerful tool for social media stars, digital entrepreneurs or anyone trying to market themselves via Instagram.” – TechCrunch
  • Use Instagram stories to continue promoting your latest blog post through out the week. Use Insta stories to advertise new content instead of repetitive photos on your feed.

Highlights

A fairly new feature, Instagram highlights are an awesome way to display your archive of Insta stories. To organize them, divide the highlights into categories. Add a creative, consistent cover for each that compliments your theme colors for an extra touch. (See below for AM:PM’s highlights.)

Need more ideas/content inspo? Check out AM:PM’s Instagram page here!

PR Trend: Artificial Intelligence and Public Relations

What Is AI?

Artificial Intelligence: noun. A branch of computer science dealing with the simulation of intelligent behavior in computers, the capability of a machine to imitate intelligent human behavior. -Merriam-Webster Dictionary

AI infiltrates our lives more than you may realize. For example, that voice to text feature on your phone, Google maps, and customization of your Facebook feed? Yep, it all stems from AI. But don’t worry, these robots aren’t evil. And they aren’t taking over the world…just your Instagram feed.

AI & PR

The majority of the media you consume is tailored to align with your thoughts and opinions. This data is collected and customized for you based on what you engage with. In the world of PR, this is extremely valuable information. According to Forbes, “With real-time data being used as an asset, professionals in the PR and media industries are able to provide their audience with content they want, rather than content they find annoying.” AI allows PR professionals to target niche audiences with specific content and advertisements. As a tool for marketing, AI is transforming the PR industry.

How Do PR Professionals Use AI?

According to PR Daily, “If you do something more than twice, it’s a good candidate for automation.” This means that AI could be useful for routine tasks like monitoring client media coverage, summarizing negative/positive articles and analyzing data. A major advantage to AI could be its ability to quickly track a potential crisis your brand may face. AI frees up time for PR professionals to focus on client projects that require human understanding and creativity. (Something AI bots will never fully grasp. 😉 )

“All these AI applications will help PR folks save a ton of time on longer projects, resulting in increased opportunities to focus on what really defines a PR agency: ideas.” –Big Fish Communications

Why Are People Concerned About AI?

As PR professionals and consumers of media, should AI in the business world concern us? John Bara, president and CMO of a leading predictive marketing technology company, says no: “Savvy PR professionals will understand that big data and AI can provide their readership with amazing, data-rich research on a myriad of topics. Companies should not fear big data and AI. Instead, they should embrace the trend and experiment.”

It is also not likely that AI will steal jobs. The core of the PR industry is forming relationships. The personal connections that agency’s and businesses form with their clients can never be replaced by AI. PR succeeds through the cultivation of authentic relationships.

Pat’s Picks: Top 3 Fave Brands

Today’s blog post highlights AM:PM PR Co-Founder Pat McCormick and his three favorite brands!

Apple

“Hi, my name is Pat and I’m an Applephile. I need to make that admission to explain why I have Apple’s marketing at the top of my list of faves. Apple infuses its brand in every element of its products and marketing – from ads to packaging, to the look, feel and function of its products. My latest Apple acquisition is my Apple Card. Like other Apple products, it’s clean, simple, minimal. It lives in the Apple universe with my Apple MacBook Pro, Apple iPad Pro, iPhone XS Max, Apple Watch, Apple HomePod, Apple TV and Apple Music. (Full disclosure: I’m an Apple stockholder.)

Disney

My second fave is Disney. Family and friends are familiar with my tradition of taking my grandchildren to Disneyland between their 9th and 10th birthdays. So far, I’ve been lucky enough to enjoy 9 great Disney stays with 9 amazing grandchildren. It’ll be awhile before I can take Haxton, who just turned 3 last week.
The Disney marketing that’s caught my eye recently is its upcoming launch of Disney+, the new streaming service. Disney’s D23 Expo, the annual gathering of the Official Disney Fan Club, was this past weekend and a number of new program announcements were released. The company made great use of its social media, digital tools and traditional media relations. Disney+ will to tap into the existing and future Disney media libraries as well as Pixar, the Marvel Universe, the Star Wars franchise and National Geographic. Cost will be $7.50/month, about half of a Netflix subscription. I’m also a Disney stockholder.
~

Portland Gear

Third fave is Portland Gear. The company and its founder, Marcus Harvey, have a great origin story. He leveraged Instagram to perfectly position his company and his personal commitment to our community, its sports teams, and great design. Portland Gear is my nominee for the best example of developing a brand from a great idea which resulted in significant success using Instagram.”

Sophie’s Picks: Top 4 Fave Marketing/PR Campaigns

I’m not afraid to admit it: I have a folder on Instagram where all of my favorite ads, marketing campaigns, and PR-related posts are saved. As I’ve come across them on my feed, I often ask myself: “why did this catch my eye? What’s effective about it?”  These are good questions to ask when working in the advertising and PR world.

Although I’m sure this list will change as new campaigns develop over the next few months, here are four marketing/PR campaigns that have definitely caught my eye!

“Maisel Day” in L.A.

As a part of Amazon’s Emmy campaign for its hit show, “The Marvelous Mrs. Maisel,” (set in the 1950s) 30 businesses in L.A. traveled back in time. Salons, restaurants, candy stores, movie theaters, and, you guessed it…GAS STATIONS sold their products at ’50s prices for an entire day on August 15th, 2019.

“In honor of the show’s 1959 setting, Cafe ’50s is doubling down on its bygone ambience — and doubling its staff — in order to serve authentic 30-cent malts (usually around $6) to Maisel Day customers. The retro diner on Santa Monica Boulevard already features era-defining decor, including a working payphone, a 1957 jukebox and a 1959 Chevy Bel Air.” -L.A. Times

The participating businesses dressed the part, too. 1950s dresses, vintage waiter outfits, plus retro music playing in most stores added to the 50s vibe. Although the campaign was largely successful in promoting the show and its Emmy nomination, the biggest setback was when L.A. police were forced to shut down the Maisel gas promo (gas for 30 cents a gallon, up to 20 gallons) when it led to an overload of traffic.

Eggo’s Partnership with Stranger Things

If you’ve seen Stranger Things, you know that the beloved character Eleven has a thing for Eggos. After the first season of ST premiered on Netflix, fans began associating Eggos with the show, even buying their own Eggo waffles for costumes or Stranger Things-themed parties.

As the release of season 2 approached in October 2017, Eggo launched a series of experimental marketing campaigns across social media. According to A.List, “One such campaign is a menu of Eggo waffle recipes to pair with each episode of Season Two. An Eggo food truck arrived at the Season Two premiere in LA, where attendees and fans could sample the promoted recipes.”

Eggo didn’t stop there. With the release of the much-anticipated season three of Stranger Things this July, they rolled out ’80s-style ads. Back in June, Eggo’s social media channels overflowed with mysterious Eggo billboard ads, “which appear to be straight out of the 1980s, making strange appearances in towns named Hawkins across Arkansas, Arizona, Idaho, Maine, Michigan, Texas, Wisconsin and more,” said The Drum. In addition, Eggo’s Instagram led users on a wild “Easter Eggo Hunt,” navigating them through a variety of Stranger Things-themed clues.

Red Balloons and the IT Movie

Every 27 years, the evil clown known as IT awakens. 2017 marked 27 years since the release of the first IT movie in 1990. The 2017 remake, starring Bill Skarsgård as Pennywise the clown, was marketed in an incredibly creepy, genius way. The guerrilla marketing campaign* was the appearance of mysterious red balloons tied to sewer grates in the streets of Sydney, Australia. Below each balloon in eerie white chalk are the words: “It is closer than you think. #ITMovie in cinemas September 7.”

Guerilla marketing: “innovative, unconventional, and low-cost marketing techniques aimed at obtaining maximum exposure for a product.”

Blossom Brother’s Mini Content Campaign (Sparkloft Media)

Sparkloft Media, a social media/advertising agency in Portland, produced one of my absolute favorite campaigns last year. Blossom Brothers, an artisan wine spritzers company, partnered with Sparkloft to promote and celebrate their packaging relaunch. Through a series of product photos, each stylized pic tells a unique story.

“Pairing a life-size can with miniature props gives viewers context into when and where they should crack open a can of Blossom Brothers. We paired each flavor of wine spritzer with a mini usage occasion to tell a narrative of when you might enjoy each flavor. A tiny backyard barbecue, mini camping trip, or pocket-sized pool party are all perfect places for this summer sipper. This creative was produced as a direct social translation of the point of sale campaign to celebrate the grab-ability of the can, and the moments where the excitement begins.” –Sparkloft

Not only are the photos visually appealing, but the message behind each photo is clever while speaking to the brand and its niche.

 

Stay tuned for more of the AM:PM PR Team’s ad/marketing campaign picks.

What are some of your favorite advertising and marketing campaigns? Tweet me!

Public Relations Is Not “Spin”

A Brief History of Public Relations

In the 1920s, Edward Bernays and Ivy Lee coined the word “public relations” in America. Back then, PR was considered to be propaganda, as it was used to promote both sides of the First World War and other controversial efforts. During the second half of the 20th century, however, the concept of PR expanded as various principles were established and it developed into a legitimate profession. According to Wikipedia, “In the early 2000s, press release services began offering social media press releases. The Cluetrain Manifesto, which predicted the impact of social media in 1999, was controversial in its time. But by 2006, the effect of social media and new internet technologies became broadly accepted.”

PR’s Many Titles

PR has had many different titles since the turn of the century. To name a few: damage control, image/reputation management, publicity, and the most hated, “spin.” This a dated word that gives the profession a negative connotation, its roots stemming in PR’s past in propaganda. But this no longer aligns with PR’s role in society.

What Is “Spin?”

Spin (noun): a particular way of representing an event or situation to the public so that it will be understood in a way that you want it to be understood. –Cambridge Dictionary

AKA…a way to save face and alter a story in order to avoid a negative audience reaction.

Why PR Isn’t “Spin”

“Spin is too simple a term for the work PR practitioners do. Sure, they seek to influence, but also counsel, market, promote, and advocate for their brands and clients. Simply put, PR is much more than spin.”

PR Weekly

In our current political climate, unfortunately, “the only time the average person sees a public relations professional is when they are advising a politician or celebrity or apologizing for a corporate screw-up.” (e-releases) But PR is so much more than that. It is brand development and building an image that showcases personality, values and talent. It is connecting with your audience and giving back to the organizations that improve our lives. It is remaining accountable, transparent and honest when something doesn’t go to plan. It is engaging users and producing excellent content. It is building lasting relationships.

Sp*n is a gross word. Let’s get rid of it for good.