The Proactive Report

FEBRUARY 24, 2017

Used correctly, Twitter can have a huge impact on customer service, perception and reputation. It’s become an International dial tone, like the internet itself, like your phone service or your AM, FM, and Ham Radio spectrum. Q: If it does go away how will that affect brands that use it for customer service?

Twitter 235

Twitter Customer Service Web Facebook 235

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

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

FEBRUARY 11, 2017

As such, podcasts are an old tool with a new twist. I have used Livefyre as the commenting platform on this blog for a long time – and have been very impressed with the company’s community and customer service. In a new twist on an old tool, it added comment analytics and have expanded on its native ad product.

Tools 60

Tools Pinterest Marketing Media 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

Sword and the Script

JUNE 3, 2020

4) Cision tool measures the visibility of coverage If you earn coverage for your employer or client – can you tell how many people read that article? The tool has several use cases including identifying the most influential reporters covering the competition or identifying “the most influential voices during a crisis.”

Product Launch 95

Product Launch Survey Banking Pharmaceuticals 95

Stephen Waddington

DECEMBER 30, 2019

PR slow to adopt an integrated tool stack 11. 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.

Government 103

Government Education Print Ethics 103

Sword and the Script

DECEMBER 3, 2019

This granularity promises to provide better sentiment analysis in its media monitoring tool. The advantage of the data exchange is that you can use Amazon’s machine learning tools to analyze it. Buyers on AWS Data Exchange will not be the quintessential PR customer Meltwater usually serves. See item #2 here for more.

Data 87

Data Enterprise Survey Instagram 87

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

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

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

wiredPRworks

OCTOBER 9, 2015

Thanks, also, to MPI [Meeting Professionals International] for booking me as a Smart Monday speaker. This time, I'm honored to be on a panel with Adrienne Weismann, Chief Marketing and Revenue Officer at G2Crowd, a company we recommend for user based software reviews like this one about best online press release distribution tools.

LinkedIn 49

LinkedIn Trends Marketing Meeting 49

Waxing UnLyrical

JANUARY 24, 2013

How can PR professionals harness the power of big data to support customer service, PR and marketing efforts? Waze is the community-driven app that learns from users’ driving mannerisms to provide routing and real-time traffic updates. There is no silver bullet, but we can provide some examples, based on recent experiences.

Big Data 92

Big Data Data Publicity Analytics 92

PR 20/20

SEPTEMBER 17, 2019

This event is focused on “building traffic, expanding brand awareness, improving customer service and gaining insight into today’s latest digital tools.” On the sales side (and if you’re part of the Salesforce community), this event offers 2,700+ sessions across four days. See the agenda for a closer look.

Conference 97

Conference Marketing Case Study Content Marketing 97

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. Last year, I profiled Mr. Salzwedel as one of the few CEOs that I believe is really using Twitter effectively as an engagement tool. And he doesn’t use every suggestion.

Social Media 60

Social Media Media Twitter Insurance 60

Waxing UnLyrical

SEPTEMBER 16, 2015

Additionally, “over half of respondents (52%) feel that the benefits of using social media as a crisis communications tool outweigh the risks” (page 4). However, with each emerging platform and tool that enters the workplace or discussion in the social media community, the shadow of potential dark uses and features arises as well.

Crisis Communications 40

Crisis Communications Social Media Crisis Communications 40

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 189

Marketing Content Marketing Data Social Media 189

PR 20/20

SEPTEMBER 19, 2017

According to a recent survey by CMO Council and RedPoint Global , “… only 3% of respondents felt all of their automation, engagement and deployment tools were fully connected, with data, metrics and insights traveling freely between different technologies.”. The Website Builder tool puts you back in the driver seat. Yep, we were too.

Marketing 40

Marketing Tools Data Report 40

Waxing UnLyrical

MARCH 11, 2015

Unless everyone understands their role, the roles of their compatriots, and the goals of the organization, it’s likely that PR, marketing, customer service, executives, and (name another functional group here) will have different understandings of their roles and responsibilities in the organization. Image: Pixabay , CC0 1.0

Measurement 40

Measurement How To Analytics Customer Service 40

NewsWhip

JUNE 10, 2021

And the reality and what we always train our internal teams on is to understand, and I’m sure this resonates for a lot of your audience, there’s no action we can take these days as companies that can go unnoticed by the media. It comes down to every customer service interaction. That is a risk. Chris: Yes.

Reputation 78

Reputation Crisis Management Crisis Enterprise 78

Prohibition

JANUARY 7, 2022

Email, social media, and other forms of communication can all be used to reach your target audience. Create a narrative that shows the organisation is operating in the best interest of the community. The plan should also include internal and external stakeholders. Post-crisis analysis.

Crisis Management 62

Crisis Management Crisis Reputation Financial 62

Buzzstream

FEBRUARY 9, 2024

Press releases are one of the most impactful tools in a PR toolbox, but how you approach them can mean the difference between great coverage and a waste of time and money. Jodie Booras from Kaiona Communications recommends asking: “Does this news impact those outside the organization? But how do you know if your news is …newsworthy?

Examples 62

Examples Product Launch Data Report 62

Prohibition

DECEMBER 17, 2021

The general rule is that one should have a planned care response for every decision taken so that crisis communication can be managed if a crisis happens. Companies that successfully communicate with internal and external stakeholders when crisis hits have the highest chance of long-term success. Personnel in charge of security.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

Stuart Bruce

JULY 23, 2017

Hopefully, it’s trying to say social media is a bog standard part of marketing strategy and is no longer a shiny new tool simply used for the sake of it. No matter how good the customer service team is it would be ridiculous to expect them to handle social media for internal communications.

Social Media 68

Social Media Media Customer Service Corporate 68

Journalistics

MARCH 24, 2015

This is a great option for developing your community, as you both serve the information needs of your audiences, while creating value for the owner of the content you share. You want PR, social, marketing, customer service and sales (yes, sales) at a minimum to be involved in the content workflow. How are you going to do this?

Strategy 72

Strategy How To Measurement Analytics 72

PR Conversations

APRIL 8, 2015

In Hahn’s chapter, he writes: “The best known of the public relations tools is advertising” and although the discipline was by 1948 well established in Madison Avenue , New York, the Mad Men era was yet to arrive. Customer services. Community service. Advertising, including direct mail.

Retail 40

Retail Radio Advertising Advertising 40

PR Conversations

APRIL 8, 2015

In Hahn’s chapter, he writes: “The best known of the public relations tools is advertising” and although the discipline was by 1948 well established in Madison Avenue , New York, the Mad Men era was yet to arrive. Customer services. Community service. Advertising, including direct mail.

Retail 40

Retail Radio Advertising Advertising 40

The Stalwart Blog

APRIL 26, 2020

This show is basically focused on providing a voice to the small business community. It could be sailors and Marines, unfortunately, the few that behave badly in a port of call, or something you just get wrapped up in, an international event and you wind up being center stage for that. It could be hot war environments.

Crisis 78

Crisis Local Facebook Social Media 78

Waxing UnLyrical

NOVEMBER 24, 2010

And they research and they monitor (sometimes for up to three months) just to find out: a) Who a brand’s target audiences are; and b) Who the key influencers within that community are. They listen a LOT. Then they plan. And talk they do. How and where can your consumer touch your brand? – and 14.9%

Travel 79

Travel Case Study Creativity Advertising 79

ImPRessions - Crenshaw Communications

AUGUST 25, 2020

The annual report on CEO social media usage by ECCO, an international network of independent PR firms, found that just 15% have a presence on Twitter – down from 17% last year. Studies by Weber Shandwick find that executives who engage on social platforms are seen as good communicators and often well-regarded as business leaders.

Social Media 380

Social Media Leadership LinkedIn Corporate 380

Stuart Bruce

OCTOBER 30, 2014

What I won’t be talking too much about are the tools we can use. Nothing has changed, except perhaps our jobs should in theory be easier as now we have the tools that make it easier to listen and maintain two-way relationships. 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

JULY 10, 2017

Public relations practice is developing through four stages of media: the media itself, influencers, owned media, and community. Every aspect of an organisation is becoming social, from customer service to marketing; and from product development to sales. Community and commonality are frequently incorrectly transposed.

Telecommunications 112

Telecommunications Handbook Transportation Community 112

Ethical Voices

OCTOBER 17, 2022

Went on to spend 13 years in a variety of roles at IBM, at the intersection of people, the brand, communications, and digital. I had the real privilege to work for Bloomberg for four years as the leader of internal coms and innovation communications. Think about management as coaching or as service. In certain ways?

Ethics 78

Ethics Employee Communications System 78

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. It’s the best way to learn. #4

Publicity 164

Publicity Ethics Data Community 164