Stephen Waddington

JANUARY 15, 2020

There were some clear misses in my original essay: social media activism, internal communications, storytelling and professionalism in PR. Most brands have learnt that the customer service or reputational impact of the occasion rogue tweet isn’t worth the cost of 24/7 social media management.

Storytelling 78

Storytelling Internal International Social Media 78

Sword and the Script

NOVEMBER 5, 2019

This month was no exception, and perhaps because many of the launches were timed with annual PRSA International Conference which wrapped up recently. The feature enables “enterprises to analyze customer conversations from owned data sources” and let the Talkwalker AI engine analyze it. What sort of data? Why would you do this?

Internal 63

Internal International Data Media 63

ImPRessions - Crenshaw Communications

JULY 6, 2016

The smartest PR professionals help product or service companies identify their most powerful differentiators, shape a narrative, and tell their story where it counts. As PR measurement guru Katie Paine puts it, “The people brands are trying to reach simply will ignore everything most companies spew.”. PR today is about SEO.

SEO 204

SEO Analytics Measurement B2B 204

PRSay

MARCH 26, 2021

The PRSA Diversity & Inclusion Committee spoke with Nathalie Santa Maria, APR, owner and chief communications officer at Sunnyside Communications , to discuss how diversity, equity and inclusion (DE&I) work is impacting women in public relations and potentially opening more doors for honest dialogue. Am I making them proud?

Publicity 165

Publicity Nonprofit Customer Service Writing 165

Sword and the Script

JANUARY 3, 2023

This can include the media, customers, employees, and the general public. Public relations professionals create and maintain a positive image for their organization, often through the use of marketing, branding, and communication strategies. How is public relations measured? It’s not a bad take.

Interviews 98

Interviews Publicity Technology Social Media 98

Cision

MAY 6, 2015

Advertising Value Equivalency (AVE) (the measurement equivalent of the self-esteem movement), justifies what you have by what it would have cost if you’d bought it. There are plenty of different software packages that offer unique ways to capture and measure PR data, but there is still an unsatisfying aspect to these.

Engineering 120

Engineering How To Measurement Analytics 120

Waxing UnLyrical

MARCH 11, 2015

“If you can’t measure it, you can’t manage it.” Odds are that you’ve heard someone say that PR can’t be quantified, or social media ROI can’t be measured, or that a media impression or social post generated an advertising value equivalent (AVE) of hundreds of thousands (or millions) of dollars.

Measurement 40

Measurement How To Analytics Customer Service 40

Onclusive

JUNE 1, 2023

Before we dig into our list of ‘11 ways social listening will transform your communications strategy and performance’ first we need to answer the question: What is social listening? It can support content creation, positioning, and customer relations.    Now we’ve cleared that up, let’s get into it.

Strategy 370

Strategy Communications Reputation Measurement 370

Cision

SEPTEMBER 19, 2016

Recent updates to Facebook Messenger and Twitter DMs have renewed interest in social chat for customer communication, yet this is a medium that has been productive for communications professionals for quite some time. Google Hangouts and Skype are more or less extensions of traditional customer service.

Skype 120

Skype Facebook Customer Service Google 120

Critical Mention

JULY 15, 2020

In continuing its commitment to 24/7/365 customer service, Critical Mention has also created a quick and simple way for users to submit requests for data updates to a support team that will update records within 24 hours in most cases. . About Critical Mention.

Media 108

Media Radio Television Engineering 108

Sword and the Script

JUNE 3, 2020

If one primary role of a communicator is to be the conscious of the organization, then this is a good time to voice that consciousness. 1) The PR tech vendors comms pros recommend The 2020 JOTW Communications Survey identified the PR tech vendors most likely to be recommended. Here’s this month’s PR tech sum.

Product Launch 94

Product Launch Survey Banking Pharmaceuticals 94

PRSay

NOVEMBER 16, 2016

Dear Member, Change has become the new normal for public relations and communications professionals, and developments continue to emerge. Big data offers insights that enable customization and pose new cyber security and privacy issues. Mobile technology is transforming how businesses communicate.

Privacy 60

Privacy Ethics Mobile Big Data 60

PR 20/20

NOVEMBER 30, 2022

As Paul Roetzer ( @paulroetzer ) states in Chapter 8 of The Marketing Performance Blueprint : “Every marketing plan should start with an honest internal marketing assessment. These metrics may be both internally facing (like efficiency) and business oriented (like leads closed or the number of campaigns managed). Customer service?

Marketing 52

Marketing Technology Internal International 52

Cision

APRIL 18, 2017

Owned media is the most important element of your PESO communications strategy. Write down all of the questions your customer service department is asked. Go to your website or your internal server/Dropbox/Google Drive and grab your most recent frequently asked questions sheet.

Exercises 198

Exercises Google Writing Blogging 198

Waxing UnLyrical

SEPTEMBER 7, 2010

Waxing UnLyrical personal, possibly poetic, musings on public relations, media, communication, and everything in between About Shonali Want Social Media Evangelizers? Be Social September 7th, 2010 Tweet Today BNET published my second post, focusing on how companies can use social media to turn customers into evangelizers. pts Settings.

Social Media 58

Social Media Customer Service Media Tourism 58

Solo PR Pro

AUGUST 2, 2016

In the communications industry, we read and hear about trends all the time. We are an industry that measures, predicts and attempts to stay ahead of the next big thing. Independent communication consultants are a savvy, diverse group and have a unique perspective on what the future holds. Trend 1: Inside Out Communications.

Industry 40

Industry Trends Customer Service Internal 40

Solo PR Pro

AUGUST 2, 2016

In the communications industry, we read and hear about trends all the time. We are an industry that measures, predicts and attempts to stay ahead of the next big thing. Independent communication consultants are a savvy, diverse group and have a unique perspective on what the future holds. Trend 1: Inside Out Communications.

Industry 40

Industry Trends Customer Service Internal 40

Stephen Waddington

DECEMBER 30, 2019

There are long standing issues such as alignment with management, measurement, talent and diversity where incremental progress is made each year. Vuelio named this blog the best PR and communications blog in 2019. The report provides an international perspective on the challenges facing the PR business. PR is a social science.

Government 103

Government Education Print Ethics 103

Prohibition

JANUARY 14, 2022

Corporate impropriety, such as fraud, theft, negligence, corruption, deception, poor customer service etc. Having someone from legal, customer service, communications, and public relations on the team ensures that all bases are covered. The-house PR person or head of communications.

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

Waxing UnLyrical

FEBRUARY 24, 2016

Some of your employees or interns may be more visual in nature and like information that is short and concise, so this may be a good platform to use. Customer Service. Snapchat can be used as a customer service tool to provide visual, engaging, and mobile feedback to individual users. Team Story.

Customer Service 40

Customer Service Employee Internal International 40

Beyond PR

JANUARY 16, 2018

As social media becomes woven into the workflow of communications professionals, it can feel daunting to understand what content will resonate with your influencers and the target audiences that engage with them. . The platform now measures and analyzes content from Facebook, Instagram, Twitter and YouTube.

Data 70

Data Retail How To Sports 70

The Resolution Blog

MAY 7, 2019

I then broke them down internally and for our clients so I could tell them what AI truly is and how we’re already using it. This could really solve some of the measurement issues that PR has had over the years. The important thing is to think about how you can get the customer what they want. Would you say that’s true?

Technology 120

Technology Analysis Data Tools 120

PR 20/20

AUGUST 22, 2017

While only 7% cite executive sponsorship as their paramount challenge, 40% indicated that the most common challenge—proving ROI—points to a crucial need to drum up and perpetuate internal support. Look for opportunities to make a measurable impact so you can start to illustrate success and sustain internal support.

Marketing 87

Marketing Resources Technology Internal 87

5W PR

APRIL 9, 2024

This team should include representatives from various departments such as PR, legal, engineering, and customer service. Communication strategy Set out foolproof communication procedures. Pick the communication channels – press releases, email blasts, social media updates.

Crisis Management 78

Crisis Management B2B Crisis Company 78

Waxing UnLyrical

MAY 9, 2016

C4 (Conversation) Case Study: Best Buy Uses Twitter to Enhance Customer Service. C7 (Calibration) Case Study: Blogger Outreach for Oxfam America’s International Women’s Day 2012 Campaign. Why: “The big lesson here, of course, is that when you don’t have a benchmark, it’s really tough to set measurable objectives.

Case Study 40

Case Study Study Training Small Business 40

Prohibition

DECEMBER 17, 2021

Crisis communications is an important aspect to tackle as a business owner. The role of crisis communication is therefore highly important in formulating an appropriate response as fast as possible and preventing further damage or financial loss. This guide is written to assist in every aspect of crisis communication.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

Communications Conversations

MAY 1, 2015

I also serve as a liaison between his accounts and our Customer Service teams, should a customer or claimant reach out to Jack through social media. He’s a busy CEO and recognized social media would be a factor in how he communicated with various audiences. The challenge – as you noted – is finding that mix.

Social Media 60

Social Media Media Twitter Insurance 60

Waxing UnLyrical

NOVEMBER 22, 2010

I was being tongue-in-cheek, of course, and they had some good answers (about how agencies can help you scale, and can help you in times when crisis communications are necessary). At the same time, internally, we can start thinking about what social media might help us achieve in terms of individual departmental goals (e.g.

Community 82

Community Publicity Web Social Media 82

Prohibition

JANUARY 7, 2022

The first rule of crisis communication is to acknowledge the problem as quickly as possible. Most companies develop crisis communication plans that deal with several possible crisis situations. Public health safety information, such as a product recall, should be communicated as soon as possible.

Crisis Management 62

Crisis Management Crisis Reputation Financial 62

Sword and the Script

JULY 2, 2019

Writing on the company’s blog , Lindsey Woodward , who leads the client support team said, “Whether jumping on a call to assist in creating an internal newsletter or report for your boss or setting up new employees on the Meltwater platform, we want our clients to have personal and open communication with Meltwater.”.

Trends 60

Trends Media Report Technology 60

Sword and the Script

DECEMBER 20, 2022

a) Many community newspapers going away and hopefully still being available in some kind of online format. PR and communications pros will be leaning way more heavily on AI-powered content development tools in 2023. Jon Amar , Director of PR and Communications, Matter Unlimited. “I see a few things. More show and less tell.

Marketing 187

Marketing Content Marketing Data Social Media 187

PR 20/20

SEPTEMBER 17, 2019

Tracks include content strategy, core content concepts, future of content, and content management and measurement. You can expect tracks and role-based agendas on customer engagement, account-based marketing, brand and communications, sales enablement, among others. SiriusDecisions Summit. May 3 - 6, 2020 | Austin, TX.

Conference 97

Conference Marketing Case Study Content Marketing 97

Onclusive

JUNE 29, 2018

Moderated by Heidi Sullivan, President of HKSully Consulting, the webinar outlined best practices in the New PR world of rapid-response and all-way communication. From Facebook to Starbucks, no brand is safe from a communications crisis. How crisis communications has changed. Act quickly and apologize if necessary.

Crisis 186

Crisis How To Brand Branding 186

ImPRessions - Crenshaw Communications

NOVEMBER 13, 2018

As noted in our post on long-form content , a CEO can help influence a corporate image as well as build a personal brand through regular video communications. Video also works well as an internal tool for company announcements or simply to show accessibility, as Intuit CEO Brad Smith does in his “ new employee welcome message.”

Video 149

Video Case Study Agriculture B2B 149

Cision

NOVEMBER 16, 2015

I thought of this process in the context of communication professionals. Are there opportunities to simplify that will allow you to communicate more effectively at a larger scale? Segmentation is an important aspect of any communication or marketing plan, but it is equally important that segmentation is measured and refined.

Measurement 120

Measurement Resources Technology Examples 120

Cision

DECEMBER 27, 2017

Wenjie Li, CEO of online eyeglass retailer Firmoo , told CIO : “Underdog biographies do have a positive impact on buying intentions of customers. Failing to hit that intersection appropriately could result in alienation rather than customer loyalty. Focus On Your Core Market. How can limited market share be an asset here?

Marketing 180

Marketing Skype Customer Service Brand 180

Cision

MARCH 28, 2016

Enterprise businesses are going through a digital transformation and executives are demanding measurable returns. The cross-functional contribution of ideas should come from sales, customer service, research, product development and any other departments. 2. “Content is not just communication, it’s a product.

Enterprise 120

Enterprise Strategy Storytelling Content Marketing 120