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Crisis Communication In the World of PR

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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.

PR Trend: Artificial Intelligence and Public Relations

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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

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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

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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!

AM:PM and 7/Apps Summer 2019 Picks

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As writers, communicators, readers, editors, and creatives, we find inspiration in a lot of different areas. Good books and awesome music included. Are you curious about what our team is listening to and reading this summer? Here are our picks.

Pat – AM:PM PR Co-founder:

“I’m currently re-reading I’m Right and You’re an Idiot, by James Hoggan. He’s a friend and great PR pro who’s written several books. But this one is my favorite. It’s now in its second edition, but the first edition came out in early 2016. The book’s subtitle, The toxic state of public discourse and how to clean it up, shows how well-timed the topic was. In a series of interviews with communications leaders and theoreticians, the book outlines the challenge and urgent need to drain the poison from our civic debate.

When I actually listen to music and not just use it for background noise, it’s usually showtunes. Hamilton is a favorite. So are Les Misérables and Wicked. But my intentional listening is more frequently to podcasts. Favorites: The Daily, On the Media, Post Reports, Sci Fri, Radiolab, This American Life.”

Allison – AM:PM PR Co-founder:

“Becoming by Michelle Obama, The Power of Now by Eckhart Tolle and Beastie Boys Book are a few of my favorite books.

My daughter controls the stereo whenever she’s in the car, so it’s a lot of Billie Eilish, Cardi B and, Childish Gambino and John Denver is what we listen to. I like a mix of things, depending on what I’m doing. But pretty much anything by Headphone Activist. I also love the song ‘Sunflower’ by Post Malone…I just wish it was longer. And, finally, I’ve been re-listening to this at least once a day every day lately: ‘Help One Another,’  a mixtape.”

Sophie – Intern at AM:PM PR:

“I’m reading two books right now. The first is called The Last of the Stanfields by Marc Levy. It’s a drama/mystery. The other book is I Hate Myself and Want to Die by Tom Reynolds, which is about ‘the 52 most depressing songs you’ve ever heard.’

I’m really into the new album by Clairo, Immunity. That’s been on repeat for the past few days. In addition, I discovered an artist called Jealous of the Birds a few weeks ago, and I’ve been listening to her stuff non-stop. Yesterday, I listened to most of The Cure’s discography all day. I’m all over the place with my music.”

Connor – Intern at 7/Apps:

“I’ve been listening to a lot of Father John Misty & Doctor Dog lately. It reminds me of when I first started working at 7/Apps, because I actually discovered Father John Misty on the car ride over!”

 

What are your Summer 2019 picks? Tweet us!

Public Relations Is Not “Spin”

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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.

The AM:PM PR Hall of Fame: 1D World

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As a new member of the team at AM:PM, I’ve been reading up on the agency’s past clients and projects. I recently came across this fun 2013 campaign, and I was so impressed by it! So, without further ado, I hereby conduct AM:PM’s 2013 1D World Campaign into the agency’s official Hall of Fame. 🙂

In 2013, one of the most popular boy bands in the world, One Direction, embarked on a massive tour around the U.S. and Europe. Although hitting many major cities along the way, naturally the guys couldn’t stop everywhere. To satisfy disappointed “Directioners,” the 1D pop-up shop, known as “1D World,” was born. With this temporary store, super fans would have the opportunity to snag an array of  merch and immerse themselves in the 1D experience, even without the band there to perform.

Because Portland was one of the skipped cities, it was chosen as a test market for the pop-up shop that would open in June of 2013. The 1D World store hired AM:PM PR to generate local buzz among fans leading up to the opening, plus maintain interest during the two weeks the store ran.

The Band

One Direction were an English-Irish pop boy band based in London, composed of Niall Horan, Liam Payne, Harry Styles, Louis Tomlinson and Zayn Malik. Simon Cowell formed and signed the group in 2010 after the guys competed on the British singing show, The X Factor. 1D has won around 200 awards over the years, completed four world tours, and ranked as the second highest-earning celebrities in the world. When the band announced their hiatus in 2015, they broke millions of teenage girl hearts.

In short, they’re a pretty big deal.

Photo by The Daily Mail

1D World: The PR Plan

AM:PM used a combination of media relations, social networking engagement and strategic advertising to execute this campaign.

Location: Pioneer Place Mall, downtown Portland.

Date: June 8th, 2013.

Target audience: Young females, (“Directioners”) ages 9-17.

Objectives:

  • Attract fans to wait in line on opening day.
  • Generate fan buzz on social networks before the store’s opening and through the duration.
  • Increase followers on Facebook and Twitter for 1D World.
  • Earn media coverage for the store opening.
  • Encourage fans/customers to share their experiences online.

Goal: Show fans that this pop-up store offered a special experience provided by the band itself.

Media Coverage

AM:PM invited media to attend the grand opening of 1D World to witness the remarkable reaction of fans. The Oregonian covered the announcement of the pop-up shop and interviewed fans outside of the store on opening day. AM:PM also partnered with Portland’s Top 40 radio stations to provide tickets to the 1D concert in Seattle and gift certificates to the pop-up shop. Fangirls across Twitter freaked.

Social Media

AM:PM interacted with Portland’s 1D fans on Twitter, offering early entry store passes to five dedicated Directioners with the most followers. They also mentioned the prizes fans could win while in the store, like signed merch.

In order to maintain excitement through out the two weeks the store was open, AM:PM created in-store posters inviting customers to share pictures online of their shopping experiences at 1D World. AM:PM also created a FB/YouTube contest encouraging fans to create music videos using the band’s tunes. This increased online buzz significantly as video entries flooded YouTube.

Research

  • Facebook and Twitter were the most popular social media platforms at the time of this campaign.
  • 1D regional fans on Twitter were hungry for any 1D-related news, gossip and tidbits, and were eager for 1D to visit Portland. (There were a ton of videos on YouTube of young girls begging for the boys to visit.)
  • The main radio stations in Portland for 1D fans were Radio Disney, Z100, and The Buzz.

The Challenges

  • AM:PM was contacted about this campaign in May of 2013 with a plan to open the pop-up shop the following month. This gave just 15 days of planning.
  • The opening day of 1D World was the same morning as Portland’s annual Rose Festival Parade. Media would be preoccupied, and the street in front of the mall would be closed off. Crowds would be difficult to draw.
  • Much of the merchandise sold at 1D World would be available at other stores and online for half the price.

The Outcome

The morning of June 3rd 2013 was insane. More than 100 screaming fans lined up for the store’s grand opening beginning at 7 a.m. The Rose Festival wasn’t going to stop them. Facebook, Twitter and Instagram all blew up, resulting in an increase of Facebook interactions by 5-fold for the client. 1D world flooded with teens and tweens through out the day, all ecstatic to pose with life-size cutouts of the boys and buy a variety of 1D themed jewelry, hats, calendars and t-shirts. The campaign was a success.

“Being older than the demographic, I completely underestimated the draw of a 1D pop-up store. When our first tweet announcing the  store spread like wildfire, I started to remember what I was like as a super fan of Duran Duran. Engaging with these fans ended up being one of the most rewarding efforts we’ve undertaken. Their excitement was contagious, and when I saw the line of kids and their parents who arrived hours before the opening, I couldn’t help, but to adore them even more.”

-Allison McCormick, AM:PM Co-Founder

The Spotlight Award

AM:PM PR received an award for this campaign at the 2013 PRSA Spotlight Awards! PRSA recognizes skillfully executed PR campaigns locally and internationally each year. AM:PM’s viral social networking/ media outreach campaign, executed just fifteen days before the store’s opening, earned them this award.

Finding Your Creative Niche

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What Is It?

Niche (noun): a place, employment, status, or activity for which a person or thing is best fitted. –Merriam-Webster Dictionary

You’ve probably heard this word before. It’s commonly used in the world of ad, business and PR…but what can it mean for you?

A niche is what you do best, what you’re passionate about, and what sets you apart from the crowd.  These days, uniqueness is essential when it comes to promoting a product, business or brand successfully. A niche brand targets a specific audience or group of people, and offers what other brands don’t.

“Niche branding, also called narrow branding, is connecting with your audience (customers and prospects) in a targeted way that focuses on their needs and circumstances, not on you or your product.” –Your Brand Inc

Successful Niche Brands and Products

Finding Your Niche

What do you enjoy doing? Do you write about music? Vlog while shopping for clothes? Film your own cooking show? Whatever it is you may enjoy, you can likely make a brand out of it. Want to learn how? Check out this article on Wordstream for these tips and more:

  • Know your target niche inside out
  • Solve your audience’s problems
  • Listen to your audience

My Niche

As a music blogger, I have a lot of competition. There are countless music blogs all over the internet, so it’s often difficult to produce content that no one has seen before. So, when I first started my blog in 2014, I targeted a very specific audience: teenage music/concert fangirls. I chose this audience because at the time, I was one too! I was always looking for blogs and websites that catered to my specific interests, and never found one that fit. So I launched my own.

My first few, niche posts (please keep in mind that I wrote these posts more than five years ago, haha):

Although my blog’s content has changed a lot since my fangirl days, one thing has stayed the same: I strive to produce music-related content that readers/music fans can’t find anywhere else. That’s my niche.

AM:PM PR’s Niche

Strategy is our niche. Good communicators are first good listeners. No two clients are the same. We work with your objectives in mind and build strategies focused on results. Whether you want to position your organization, connect with your audiences, sell a new product or need help managing a crisis, we believe effective communications are rooted in such timeless principles.

-Sophie

Meet AM:PM PR’s Newest Intern!

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Hello!

Sophie Cettina here, AM:PM’s newest intern. I’ll be managing the agency’s blog and social media over the next few months. I’m thrilled to be here! 🙂

Bio

I graduated from the University of Oregon last month, where I earned a B.A. in Journalism/PR. When I wasn’t studying, I spent my time as a DJ at KWVA, UO’s college radio station. On the air, I played my favorite music and then discussed it as my alter ego, “DJ Vu.” (It’s a spin on the word “déjà vu”…haha, so punny!) My show, The Half Moon Tavern, was live every Thursday afternoon. My favorite part of being a DJ was receiving phone calls from listeners–sometimes, people would call to let me know how much they enjoyed the music I’d picked, or they’d call just to chat about artists and records. It’s pretty fun to share your music with the world in that way.

4 Fun Facts About Me

  1. I have a pet cockatiel named Quincy and two backyard chickens. (#PutaBirdOnIt!)
  2. My favorite movie is School of Rock starring Jack Black. (Stick it to the man, dude.)
  3. I write poetry and short stories.
  4. I have a tattoo of a chicken (that I drew myself) on my left ankle.

My Personal Blog

I’m a huge music nerd, and I love to write. My music blog, A Perfect Playlist, launched five years ago, and it’s grown so much since then! I post interviews with artists from around the world, concert and album reviews, tips and tricks on how to meet your favorite artists, and other music-related content. (Follow A Perfect Playlist on Instagram to stay up to date!)

Why PR?

I’m a storyteller with a passion for public relations, content development and music. I’m often asked, “you’re so excited about both music and PR. How do those two connect for you?” The answer is easy: I believe in the idea that songs are stories. As an avid storyteller, I know the power of words and connecting with an audience, just as songs do.

I’m so excited to help AM:PM tell their story.

-Sophie

Connect with me:

Twitter

Instagram

LinkedIn

PR intern candidates

Want To Be An AM:PM PR Intern?

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AM:PM PR is seeking an ace intern interested in real-world, hands-on public relations responsibilities. From day 1, we include interns as part of our team. We offer meaningful work and value the diverse talents and skills new professionals bring to the table.

We are looking for students or graduates who share our core values, are smart and creative, good researchers and excellent writers. Interns need to take direction well and thrive with individual assignments.

Our ideal candidate has:

  • An understanding of the fundamentals of public relations
  • Strong writing and communications skills
  • Familiarity with social network platforms and review sites
  • Ability to multi-task, manage under pressure
  • The ability to think creatively
  • Have an interest in corporate communications
  • A desire to learn, work hard and take constructive criticism
  • The ability to self-manage and work independently or as part of a team

This is a paid internship and your responsibilities may include:

  • Media relations – drafting and pitching press releases
  • Tracking and analyzing media and blog coverage
  • Drafting blog posts and updating WordPress sites
  • Social media analysis and engagement
  • Reviewing and translating social and website analytics
  • Conducting qualitative research
  • Attending client meetings and coordinating projects
  • Administrative tasks

If you would like to be considered for the internship position at AM:PM PR, please email your resume and writing samples to info@ampmpr.com