Hits and Misses

The American Camp Association’s National Conference has become a regular speaking engagement for me, and I was in Denver on Feb. 17 for the 2010 conference to present “Swine in ’09 – Lessons Learned That Will Help in 2010. Children’s camps, schools, travel programs and other who serve children were, in some cases, severely affected by the H1N1 virus during the summer 2009.

Last summer, working with a top infectious disease physician and infection control nurse, I provided crisis management consulting services for many of these programs. Recently, my client for which I provide these services, AMSkier Insurance, conducted a survey of camp experiences with the virus. Based on those results and my experience during the 2009 season, I gave a 75-minute talk.

As an aside and pat on my back, at last year’s conference in Orlando, I presented my usual topic of “Crisis Planning and Response,” and listed about eight possible “emergencies” camp directors could face in 2009. On the list was “influenza pandemic.” How about that!

Back to the point. During my session in Denver, which drew camp directors from Turkey and Russia, as well as the U.S. and Canada, I discussed seven lessons learned from the 2009 season. Some were obvious, like better disinfection and hand washing, and some technical, like identifying symptoms, quick isolation, treatment and working with  the Department of Health.

But the top issue that many camps cited in being able to effectively control an infectious disease like H1N1 was communications. Those who communicated proactively and effectively with their camp families, communities, health officials and, in some cases, the media, were not only able to better control the spread of the virus, but they built good will in the process.

In a crisis, communication is king. You hear that Tiger and Toyota?

For decades, Toyota  has been known for quality and reliability.  Then on Jan. 21, 2.3 million vehicles were recalled for sticky accelerator pedals and on Feb. 4 the National Highway Traffic Safety Administration said it was opening a formal defect investigation into the braking of the 2010 Toyota Prius. More than 9 million cars have been recalled worldwide.

Today, the president of Toyota, Akio Toyoda, apologized at a hastily arranged news conference for the quality problems that led to the recall and when asked whether Toyota had underestimated the situation, he said, “I believe what is happening now is a very big problem. We are in a crisis,” according to The New York Times.

You think?

They are financially strong enough to take the estimated $2 billion hit to make repairs, but their reputation and resulting loss of sales is another story. They ignored everything I thought the whole world knew about communicating in a crisis: They have been too slow to recognize and acknowledge the problems, until today their leader, Akio Toyoda, was absent, and they have not communicated a solid solution (they’re forming a committee, Toyoda announced today).

The delays have made Toyota seem confused and the multiple problems are tarnishing that once strong reputation that led people to write books like: “The United States of Toyota: How Detroit Squandered Its Legacy and Enabled Toyota to Become America’s Car Company.” As BrandWeek reports, consumer perception has plummeted.

But many a corporation and brand have withstood such challenges by communicating quickly, honestly and confidently. Toyota’s PR blunders may mean the company never fully regains its reputation and lofty perch among automakers.

When I walk into meeting with B2B clients and suggest social media strategies, I seem to be evoking similar responses: A curious interest in exploring it, but a healthy skepticism of what benefit it will bring them. It would be stupid to ignore that feedback.

The truth is that while we are engaged with social media on many levels, introducing and sometimes managing efforts for clients, it’s still very tough giving B2B companies tangible reasons to spend time and money. This challenge, along with their reluctance to dedicate internal resources, have led me to a few conclusions, which I am very open to suggestions about:

• Social media strategies for many B2B operations will have little or no results for some time. It takes time to get connected on LinkedIn and gain followers on Twitter, so while there may be some business opportunities that arise, they will be few at first.
• It’s okay to introduce social media strategies to B2B companies, but stick to LinkedIn and Twitter, and limit the budget and expectations. If you are expecting someone to allocate marketing budget dollars, they will expect results, and we all know that measurement is tough at best.
• Some PR/ad/marketing agencies are pushing social media analysis or strategies to clients just to make a buck. Those agencies will lose credibility long-term.

There are opportunities with B2B social media strategies, but best to take small steps and set realistic expectations.

My PR agency works with insurance carriers, MGAs, wholesale brokers and other insurance entities that need to reach agents and brokers to be successful. So when I read a recent article (http://bit.ly/6sBxSO) reporting that less than a quarter of insurance agents and brokers use social media, I was reminded of why it can be a challenge to convince our clients – and any business-to-business company – to implement social media strategies.

Some think it will be a waste of time and resources. Others wonder just how it can help their business. And many just don’t understand it and are reluctant to dedicate time and effort to get up to speed. But to such reluctance, I would cite another statistic from the same magazine article – 20 percent of agents and brokers are considering using social media in 2010.

The plain fact is that social media/networking will continue to grow so it should be part of the marketing and communications strategies for any B2B company. It can supplement your print advertising and email blasts – both of which are declining in effectiveness, by the way. And on the PR side, you probably send press releases, write articles for trade magazines and attend events to network, exhibit or speak. Social media is another tool at your disposal.

Here are a couple of examples:

Social media can help with networking. For example, LinkedIn is an easy, natural way to network. It’s all about relationships and social networking is another way to build and maintain relationships.  One marketing pro I know got a new account the same day he set up his LinkedIn account.

Social media is a great way to connect with your audience and share your insights and expertise. If you are in the insurance industry, for example, Twitter is a way to share information that agents and brokers find helpful in doing business. Don’t try to sell yourself. Use the same reasoning as if you were speaking at an industry event or writing an article for one of the trade magazines. Speak about issues of interest to agents and brokers.

Remember, approach social media like any marketing decision – start with a strategy and turn to experts. Your PR and/or ad agency are a logical choice, but there are also Internet marketing firms that specialize in this. Or read up on it first and do it yourself. It is very easy.

Just don’t let news about slow adoption rates slow you down. Whatever your business, as more and more people adopt social media strategies, you want to be there.

As we look ahead to 2010, how can public relations help a business grow? It is an interesting time as PR agencies and departments have slimmed down and limped through the recession. We’re now looking forward to an economic recovery and the massive changes that social media has made in how we do business.

With that in mind, here are five predictions, wishes and thoughts on how public relations will look in 2010.

1. Social media will further blur lines between PR and marketing, as advertising agencies, PR agencies, brand consultancies and other marketing agencies all recommend and implement social media strategies. As a result, we may see in-house PR departments combine with marketing functions and their job responsibilities may become broader. More PR agencies may merge with ad agencies or form strategic partnerships with digital experts. Lines will keep blurring.
2. As social media grows as part of public relations strategies, the focus will be on measuring return on investment. By 2009, most PR pros had jumped in with both feet, so 2010 will be the year to understand the impact of social media on sales, brands and image. I think PR pros will have to answer those questions or there will be backlash from company leaders who want to see ROI.
3. Relationships will still matter. Relationships give PR pros the best chance of success in the industries where they have expertise. Online networking is a great way to broaden existing and develop new relationships, but lets not forget the personal (phone calls, meetings) relationships we have developed, cultivated and maintained for years. They still work.
4. PR will grow in importance as the economy recovers. Just as consumers are being more careful with where they spend their dollars, businesses will look for the most cost-effective way to communicate their brand, improve their image and reach their audiences. PR is cost effective and I can see it taking budget dollars once spent on advertising. But the dollars will only go to those PR agencies and in-house staff who are industry experts, can adapt to new communications realities (social media) and demonstrate ROI.
5. I saved the obvious for last: Social media will continue to be an increasingly important part of public relations. As tired as I am with seeing and hearing “social media” in every article, presentation, plan and conversation. PR pros need to keep learning and finding way to use it more effectively.

Happy New Year.

When you’re a small public relations agency trying to promote yourself, often you just take what you can get. And that’s what we did with our identity, web site and invisible self-promotion. I’ll admit it, it’s been tough over the last 15 years to find the budget or time to do what we preach to our clients.

Then our strategic partnership with Bailey Brand Consulting (www.baileygp.com) set them to work on giving our 10-year-old (yes, it looked it) website a facelift. We sent the copy and “assets.” They sent a site map and we approved it. And then I get an email one day from my old friend Reg Pierce. Attached was a logo. Our new logo and something I never asked for or expected.

By juxtaposing a speech bubble with the letter “K,” Bailey combined two simple elements to create a mark that captured the essence of what we do. So I did what any small PR agency would do when their logo is redesigned by a branding heavyweight like Bailey – I approved it with no changes. It became the anchor on the new website, which also is great (www.kimballpr.com) and even scored a Silver when Bailey submitted it to the Creativity Awards (http://www.creativityawards.com/past_competition.html/winners39/CAA39 winners.pdf).

We have great clients, we get them results and now we have an identity that speaks to who we are.

I attend a lot of conferences, many devoted to marketing and communications professionals, and I am amazed at how many speakers fail. Often they are professional communicators who are failing at communicating. Hmm…if you can’t stand up in front of 50, 100 or 200 people and deliver, why would anyone want to work with you.

You know good speakers when you see and hear them. They engage you so you’re watching them, not a screen. They appear to be real experts who leave you with messages you remember and can use. Unfortunately I often sit in an audience and see people who don’t know their material, read from a script or speak in a monotone voice that turns your attention to your Blackberry or watch. Get me the hell out of here!

Of course, the most egregious villain in public speaking failure today is PowerPoint. You know the drill. The speaker turns from the audience, stands sideways and becomes glued to a screen where their unreadable PowerPoint slides bore you to death. They engage the screen, not you.

For starters, here are a few tips:

1. Know your material. It’s okay to reference some notes to stay on track, but you should be able to give your presentation and speak to each point as if you are having a conversation with a colleague. It’s not just a matter of practice, it’s a matter of speaking about what you know – and know well.
2. Engage your audience. Begin by knowing who they are and what they’re interested in. Speak to what their interests are.
3. Limit the PowerPoint if you use it at all. A few words or pictures to orient the audience is enough. A video is great. But no one can read or cares about little tiny words or numbers. It puts them to sleep and take attention from the main attraction – you.
4. Practice and practice again. Until you have actually delivered your whole presentation, you don’t know how you will do. Before the first time I deliver a particular presentation, I do this in my hotel room the night before, learn where I stumble and what I should adjust.
5. Get training if you need it. Content is crucial but not enough when you have hundreds of people in a crowd. You’re a professional communicator, so act like one.

We all know why people speak at conferences. It’s good exposure for you or your company that you hope will result in greater exposure, new business leads or maybe a new job. Take advantage of the opportunity.

When I was reading the article about Twitter in the November issue of Wired, my eyes locked on the way the writer summarized the fast-growing medium – a place to share information with people who want to receive it. That, I think, is the reason for PR pros to pursue it, even for their clients that see little application for their audience.

Take my humble little PR agency (www.kimballpr.com). We’re heavy in the P&C insurance industry with clients who target agents and brokers, risk managers and other non-consumer audiences. Maybe only a few in this universe tweet, along with just selected editors and trade associations. That’s today.

But we need to get them to think about tomorrow, about the notion of sharing information with people who want to receive it. As those involved with communications and social media have long known, that is becoming the preferred way to reach an audience – not force-feeding information with press releases and email blasts.

So companies, even though they understandably don’t see the immediate application or benefit, need to jump in, get their feet wet and get used to this new way to connect with their audience. Sooner or later, they will have to, so they should be ready.