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 Social Media Internal International 78

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

Stuart Bruce

OCTOBER 30, 2014

Stuart Bruce speaking at the IATA Crisis Communications in the Social Media Age conference. (c) This morning I gave a keynote at the global ‘Crisis Communications in the Social Media Age’ conference in Istanbul. We can understand how Facebook and Twitter conversations can represent different parts of the community.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

Stephen Waddington

MAY 16, 2017

But practice is broadening to include new forms of media including influencer relations, social media, community engagement and messaging. It marks the shift from asymmetrical to symmetrical communication, in a way that James Grunig and Todd Hunt would recognise. They’re engaging directly with internal and external stakeholders.

Publicity 119

Publicity Customer Service Community Internal 119

The Proactive Report

FEBRUARY 24, 2017

Used correctly, Twitter can have a huge impact on customer service, perception and reputation. Twitter serves a unique role as a communication channel that can’t be found anywhere else. It’s become an International dial tone, like the internet itself, like your phone service or your AM, FM, and Ham Radio spectrum.

Twitter 235

Twitter Customer Service Web Facebook 235

Cision

AUGUST 30, 2016

A few years ago, many of us would not have envisioned a world where Twitter, Facebook Live and large-scale community gatherings would have such an impact on the way crises develop. Yet, this is our world today and our “new normal” as communicators and crisis management teams. This isn’t the Communications Only Club.

Crisis 220

Crisis Crisis Communications Crisis Management Exercises 220

Sword and the Script

DECEMBER 20, 2022

And, given the vast amount of time I pour into writing about PR technology , I’m really pleased with the long list of contributions from the PR technology vendor community. a) Many community newspapers going away and hopefully still being available in some kind of online format. Internal comms takes center comms stage in hybrid work.

Marketing 198

Marketing Content Marketing Data Social Media 198

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 173

Publicity Nonprofit Customer Service Writing 173

Ethical Voices

OCTOBER 17, 2022

Joining me on this week’s episode is Ethan McCarty , the founder and CEO of Integral , an award-winning employee activation agency serving leaders of communications, HR, marketing, and technology. Ethical perils in personalizing employee communications. I was running employee communications at the time of Brexit.

Ethics 80

Ethics Employee Communications System 80

Waxing UnLyrical

NOVEMBER 22, 2010

Because if there’s one thing I believe takes public relations from good to great, it’s when your audiences start becoming your community through the relationships you develop with them. But I was curious to see how Maddie and Lindy perceived not just Open Community , but its juxtaposition with public relations.

Community 82

Community Publicity Web Social Media 82

prTini

JANUARY 15, 2016

As your online community expands, how can your brand balance continuously improving content creativity and performance while providing a high-touch, personalized experience for the community? How do you deliver exceptional, quick customer service while also exceeding the marketing-promotion and revenue-generating goals?

Community 28

Community Agency Internal International 28

Stephen Waddington

JULY 10, 2017

The pursuit of a purpose beyond making money has almost become a religion in modern corporate communications. Public relations practice is developing through four stages of media: the media itself, influencers, owned media, and community. Community and commonality are frequently incorrectly transposed. Organisations are people.

Telecommunications 112

Telecommunications Handbook Transportation Community 112

PRSay

JUNE 26, 2016

When companies use social media strategically in the communication planning process, with greater audience intelligence and market insights they are better prepared to handle a dynamic and socially engaged public to achieve their intended communication goals.

Social Media 113

Social Media Media Infographics Community 113

Waxing UnLyrical

SEPTEMBER 16, 2015

Social media and crisis communications has become one of the fastest growing areas of both practice and research for today’s communication landscape. Additionally, “over half of respondents (52%) feel that the benefits of using social media as a crisis communications tool outweigh the risks” (page 4).

Crisis Communications 40

Crisis Communications Social Media Crisis Communications 40

Stephen Waddington

NOVEMBER 19, 2017

I shared a first draft of this article as a Google Document via Twitter; with MA PR students at Newcastle University; and with colleagues at Ketchum on an international webinar. I’ve also published a blog of key international events in the public relations calendar as part of the project. There are currently 4.3

Publicity 164

Publicity Ethics Data Community 164

Communications Conversations

MARCH 29, 2019

I’ve watched them both grow into fabulous communicators and leaders! So, I asked a few key local leaders for up-and-coming social media or communications superstars they admire. I give you 15 up-and-coming social media and communications rock stars! Thomas classroom many years ago. They had to be younger than 30.

Social Media 128

Social Media Agriculture Marketing Media 128

wiredPRworks

MAY 18, 2022

Delivering Customer Service in a Self-Service World” shows how customer service is the new marketing. Barbara Rozgonyi leads CoryWest Media, a creative marketing communication consultancy that attracts attention, builds brands, and connects communities. It has been translated into Korean and German.

Small Business 52

Small Business Social Media Radio Media 52

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 97

Product Launch Survey Banking Pharmaceuticals 97

Cision

APRIL 28, 2015

The story became one of helping employees and reinstating an employer known for taking care of his workers and customers. A community uniting around a labor strike? Customers and employees whistled on their way back to the store aisles and work. It was an internal argument taking place in public. The media loved it.

Employee 120

Employee Print Customer Service Local 120

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

Stephen Waddington

DECEMBER 30, 2019

Public service media is failing the public Thank you My thanks to the following communities and individuals. The project has brought me into contact with a new community of more than 50 thinkers and doers. The #FuturePRoof community goes from strength-to-strength. She always improves my work. That’s thanks to you.

Government 103

Government Education Print Ethics 103

Solo PR Pro

AUGUST 2, 2016

In the communications industry, we read and hear about trends all the time. Independent communication consultants are a savvy, diverse group and have a unique perspective on what the future holds. Independent communication consultants are a savvy, diverse group and have a unique perspective on what the future holds.

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. Independent communication consultants are a savvy, diverse group and have a unique perspective on what the future holds. Independent communication consultants are a savvy, diverse group and have a unique perspective on what the future holds.

Industry 40

Industry Trends Customer Service Internal 40

Stuart Bruce

JULY 23, 2017

Marketing and communications professionals also need to remember that CEOs and CFOs do understand what real ROI is so you don’t impress them much with your bulls**t interpretations of return on investment. Too many people make the mistake of thinking ROI is how they show what they are doing is successful and effective.

Social Media 68

Social Media Media Customer Service Corporate 68

Polaris

SEPTEMBER 4, 2014

At best, DIY PR will lead you to waste a portion of your communications budget. PR encompasses all forms of business communication. A professional practitioner helps clients with internal communications, community engagement, social media best practices, speech writing, investor relations. the list goes on.

Publicity 100

Publicity Interviews Reputation Construction 100

Burrelles Fresh Ideas

MAY 23, 2023

As you can imagine, this increased demand is driving up airfares on most routes, with ticket prices for international flights increasing by more than 30%. According to AAA data , Europe and Canada are the most popular international destinations. They are up more than 300% over last year.

Travel 40

Travel Tourism Airlines Hotels 40

Waxing UnLyrical

JUNE 15, 2011

Someone who is going to cover your business in a façade will not engage your community on the same level as a trust agent speaking his/her mind. As a cable company, Comcast is notorious for poor customer service. Bill Gerth is the trust agent for Comcast and he responds to customer inquiries and issues with his own voice.

Brand 78

Brand Branding Customer Service Twitter 78

Sword and the Script

DECEMBER 3, 2019

With the market calling for more external data to complement internal datasets, AWS Data Exchange customers can now leverage Meltwater’s data to enhanced visibility into the world around them, so that they can make better informed decisions,” according to Stephen Orban, General Manager, AWS Data Exchange, Amazon Web Services, Inc.

Data 91

Data Enterprise Survey Instagram 91

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

PRSay

MAY 18, 2016

The focus on data within the public relations industry has occurred for a number of reasons, including: A shift to digital and advanced technologies provides communication professionals with greater access to information about their audience and efforts. If data is communication fuel, analysis is the racecar that gives it purpose.

Data 106

Data Meeting Measurement Guidelines 106

Communications Conversations

APRIL 27, 2017

And, we learned he’s taking time almost DAILY to interact with media, legislators, community members, staff and students on Twitter (he also blogs here ). Who says the CEO can’t also handle customer service? In fact, he often serves as a “customer service” rep of sorts for UW-EC.

Twitter 60

Twitter Customer Service Interviews Employee 60

Critical Mention

APRIL 26, 2017

My favorite is when we outsourced our media rights to Learfield/International Sports Properties in 1999. Newhouse School of Public Communications. I’ve relied on my communications background throughout my career, not only in college athletics, but working in higher education. It’s all about customer service.

Sports 60

Sports Internal International Enterprise 60

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

PR in High Definition

AUGUST 21, 2018

Customer service is often considered to be the key to a brand’s reputation , but part of keeping the customer happy and loyal, is to bring something new and exciting to keep them engaged. It allows Monzo to properly listen to what their customers are thinking, and the customers really feel like they are part of the Monzo brand.

Brand 54

Brand Branding Trends Social Media 54

wiredPRworks

OCTOBER 9, 2015

Thanks, also, to MPI [Meeting Professionals International] for booking me as a Smart Monday speaker. Grow your business by integrating LinkedIn into sales, customer service, marketing, or PR efforts for immediate and long-term impact throughout your company and its community. Track: Marketing and Communication.

LinkedIn 49

LinkedIn Trends Marketing Meeting 49

Waxing UnLyrical

MAY 9, 2016

Why: “The Draw Shop works with everyone from independent authors to huge corporations like Google, collaborating with them each step of the way to create the perfect video,” writes Kristen Dunleavy for Business 2 Community. C4 (Conversation) Case Study: Best Buy Uses Twitter to Enhance Customer Service.

Case Study 40

Case Study Study Training Small Business 40

PR 20/20

SEPTEMBER 17, 2019

You can expect tracks and role-based agendas on customer engagement, account-based marketing, brand and communications, sales enablement, among others. This event is focused on “building traffic, expanding brand awareness, improving customer service and gaining insight into today’s latest digital tools.”

Conference 97

Conference Marketing Case Study Content Marketing 97