'Date' Your Customers; Keep Them Coming Back

In business, the customer is always right - sometimes confused, misinformed, rude, stubborn and changeable, but never wrong. Ever date anyone like that?

Customers are the reason you have a business. Without them, no matter what you do, there isn't any business.

Therefore, you should approach customer service the same way you approach a date. Nurture it with good habits and relentless care. Each date builds on the previous one. Each sale does the same in building customer retention.

So, here are the simple suggestions for "dating" your customer and enhancing your business relationships.

* Dazzle customers with your service. The key to good customer service is treating all your customers well but not necessarily the same. Respond to their needs as individuals. While one customer might need a ton of help and attention, another might prefer an opportunity to browse with privacy.

* Anticipate the needs of your customers by emphasizing service over sales. Good service sells. But pushy service people who are always trying to sell more can be a major turnoff to all customers.

* Treat your customers well by being a problem solver. If you can't help the customer, help him or her find someone who can. Customers appreciate your help - even when you aren't directly profiting from a sale. Just consider it an investment. They'll appreciate the advice and remember your business the next time they need your goods or services.

* Innovate by understanding that most rules should be flexible. Don't ever say, "No, that's against the rules," to a customer who's making a reasonable request. Your main rule - one that should never be compromised - is to keep your customers happy and satisfied.

* Nurture your employees by giving them the care and respect that you want them to give your customers. If you treat them well, your employees will be great ambassadors of service. If you treat them poorly, they'll treat your customers badly in turn.

* Guarantee that your customers keep coming back. Have a great customer service plan and post it in a central location for all to see. Once employees understand the importance of great customer service, you will have customers returning over and over.

Your Expertise is Boring!

I see your lips moving, but all I hear is "Blah, blah, blah, blah, blah." I know it’s not what you want to hear, but quite simply, if you are a speaker, author, consultant or other "expert" I see being interviewed by the news media, your expertise just isn’t very interesting. Information is a dime-a-dozen and yours is no different.

So in this age of round-the-clock, on-demand, blue tooth, on line, high def., Wi-Fi, via satellite, news junky, at your fingertips world of information, what separates those messages that break through the clutter and the vast majority of expertise that goes un-tapped? The answer is very simple: It’s the delivery!

Information, delivered by experts in a straightforward fashion, is too often reminiscent of a classroom lecture – Boring! However that same content, deliver with passion, purpose, urgency, spirit and conviction can move people to action and move you to the top of the news media’s first call list.

The information stored in your brain is merely the entry fee. Your credentials to deliver that content is only the prerequisite. But your crusade is what truly makes you interesting. Your passion for the message is what makes you believable and its timely connection to some current or personal challenge is what makes it relevant.

Watch any national morning show, or cable news talk show and note who has the lion’s share of camera time. In television news, the one who most deftly steers the conversation, wins. But all too often, experts who are invited to sit on the television set to comment on a story of national interest, merely answer the questions posed to them and provide informed analysis. They are graciously thanked for their time, but rarely asked back. Why? Because most media opportunities are a test in disguise. And most experts unknowingly fail the test.

But think for a moment about the experts that have been featured time and time again in the national news – some even being rewarded with their own show. What is the common denominator? Above all else, it is that they are fiercely opinionated. They know what they want to say and aren’t afraid to say it. I’m not suggesting that you have to be a jerk to be newsworthy, only that you have to have the conviction that personifies a true thought leader.

Good radio talk show hosts, for example, don’t bring up a topic and ask for your opinions. Instead they tell you what they think and invite you to agree or disagree. Who among us is inspired to follow, or be moved to action by a credible, yet straightforward, or "dry" expert offering his or her expertise on a story of national or industry-specific interest?

To build your business, to attract clients or customer, to inspire others to hire you or buy your books or products, to engender loyalty and inspire true change, you must move beyond the realm of simply being smart and good at what you do. You must truly inspire.

And while we are all made up of the same composite materials, we are all wired a little differently. Being overly expressive and delivering content on the edge of your seat can be challenging for some, but it must be done. In working with the news media, we are playing in their sandbox and we must play by their rules, or we won’t be asked to play again.

For any kind of high-profile sustainability, you’ve got to provide what television journalists call "Good TV." New, innovative, or provocative solutions to long-standing problems can be good TV. Either healthy exchanges or outright conflict among guests can both be good TV. Good TV means nothing more than being interesting and not blending in. Unfortunately, experts tend to be so immersed in their content that they believe it is the information that is interesting. In reality, it is the passion that brings about "Good TV."

The biggest misperception in working with the press is the false notion that when a reporter asks a question, it’s because they want to know the answer. Unless it’s some sort of news investigation, the purpose of their questions is in most cases, simply to give you a launch pad for your ideas, your input and perspective. I’m not suggesting that you don’t answer the question, just use the answer as the springboard for your crusade.

Most reporters don’t know the subject nearly as well as the guest and you can easily move past the often irrelevant, or less important question by simply employing transitional phrases such as: "While I certainly agree, it’s also important to remember that...," "That may be true, but the issue that really concerns me is...," "While that issue is making headlines, we can’t forget that...," "people sometimes fail to recognize that...," "I find it fascinating that..." Then say what you came there to say, and do it with passion – regardless of the questions asked. Despite conventional wisdom, the reporter or interviewer will be very appreciative of your media savvy.

As most on-air interviews last no more than 90 seconds, I advised my clients to be crystal clear in their mind what they want to say, what they HAVE to say, what is crucial for them to impart to their audience for them to be successful in their business. Then they must make a solemn pledge to themselves (and to me) that they will not get out of that chair until they say it!

It’s the quid pro quo of working with the press: We help them fill up their newspapers and newscasts with content, and in return, we get a platform to relay our ideas. Use it. Don’t waste it. Don’t be boring. Be opinionated. Be passionate, relevant, provocative, believable, timely, different, memorable and news-worthy.

This article is more than just my opinion and my expertise – it is my crusade. If I had begun this article with a simple admonition to be more animated in your interviews, do you think you’d still be reading? Or would you have turned the page long ago? Remember, there are hundreds of millions of TV remote controls and page-turning fingers out there. Don’t be boring and they’ll likely stick with you, turn to you and hopefully come back to you.

Your 6-Step Plan For Press Release Placement

There's a clear way around press release failure and it's called the pitch. A lot like it sounds a pitch is a fast throw at busy editors about a possible story. If they want to find out more, then you send the press release.

That leads me to a huge pet peeve: Sending out press releases via e-mail to a list of editors. From my experience it's never - ever - worked. I no longer try it and suggest you don't either. It's a waste of your time and all of the editors. Instead:

1. Focus on a handful of your "dream publications." For me, I'd like to get into Fortune Small Business, Entrepreneur magazine and the Wall Street Journal. When picking your publications, think of your target audience. What do they read and why do they read it?

2. Pick the section you'd like to appear in. You never know, but chances are you won't appear on the cover of the publication in your first attempt at placement, instead, focus on sidebars, resource listings and short news sections. Almost all print pubs have them. Look at it as the waiting room for bigger and better stories on the unique products and/or services you offer.

3. Find out who the editor is. Once you have your section, find out who's in charge of it. You'll need the person's name, e-mail address and the most important element of successfully getting placed in the publication . . .

4. Learn what the editor needs. The number one thing you'll need to know about the editors you're targeting is the kind of information they want to publish in their sections. There are two ways to do that: You could ask, but then that could open up a can of worms if the editor doesn't want to get calls - and most don't. Or, you could compare a few back issues of the publication to find out what they've published in the past.

5. Create the pitch. You'll want to start your pitch by stating your understanding of the editor's needs. Then list - in clear bullet points - how your news fits his or her requirements. Note: Always leave your phone number in the text of the pitch e-mail to give the editor easy access to you - and your story.

6. Repeat steps 1 through 5 until you get a response. Sound tedious? Maybe. But at least the time you spend on this will reap much better results than sending one release out to thousands of editors - right along with other business people hungry for coverage.

Bottom line: It's about building relationships with editors. And the only way to build a relationship is to find the need and fill it - consistently and considerately.

Writing Killer Press Release for Massive Publicity

Online marketers are always on the lookout for promotional channels that are novel and are yet to be saturated with the unfortunate stigma of marketing abuse. Different people are constantly trying to find new ways by which they could promote their online enterprises.

One of the newer, and most effective, marketing strategies are press releases. Press releases are informative and objective pieces which are supposed to be newsworthy, and are circulated in PR wires for pickup by various news groups and editors. Once a press release is picked up, it can be published in various channels all over the Internet, or even through print publications.

Immediately, the sharp marketing mind would be able to see the grand potentials of press releases as amazing tools that would help them spread the word about their business. Imagine the promising things that await if ever a press release is picked up or print or online publication. Such would be tantamount to instantaneous exposure for your business to entirely new audiences!

However, you cannot simply write a press release the same way you would an article, or a content piece, or a sales letter. To employ the same style with press releases would be to court disaster. Your press release won’t be accepted by newswires, hence, it won’t have the chance to get picked up.

So how exactly should you write a press release? Let’s take a look at the guidelines below.

* Pay attention to the 5 Ws. These are Who, What, When, Where and Why. These are the questions which your press release should focus on. If you’re going to write a press release for your dog grooming business, for example, you should be able to state who you are, what your business is about, when it will, or was, launched, where it can be found and why it was established. If you are going to launch, or just launched, a new product, you would have to state who the creator is, what the product is all about, when it was or will be launched, where it can be bought, and why it was introduced to the market.

* Be objective. Remember, a press release should be a newsworthy item. News is never subjective. Stay away from flowery words that merely tend to hype up what you want to discuss. Stick with the facts, and ONLY the facts. You are writing news, not a promotional piece.

* The ultimate aim is to promote your product, but be subtle about it. To do this, reorient your focus. Try to make your press release informative instead of persuasive. Remember, you’re not writing a sales copy. You’re writing something that would announce your business or your product.

* There are three parts to a press release: the headline, the summary, and the body. The headline is the title of your piece. The summary is a paragraph that would serve as an introduction to your press release, or a summary of its most salient contents. The body is where you objectively discuss the 5 Ws.

* Length is not a factor. Don’t ever think that if you write a longer press release, it would have a better chance of getting picked up. Often, the rule is, the more concise your press release, the better its chances are of success. A 1,000 word piece is considered a little too lengthy for a press release. 300 to 700 words are succinct enough for this purpose.

Press releases can win for your business the exposure it needs. It is capable of instantaneous results for as long your press release gets picked up and published. A lot of Internet marketers have testified to the power of press releases as marketing tools. So put on your thinking cap and commence to write an objective and informative piece about your business or product, observe the guidelines we have delineated above, and ready yourself for the new audience you’re most certain to garner.

Of course this short article only gives you a brief guideline about writing effective press release. If you wish to learn more then I suggest you to download "Press Release Magic," a 70-pages PDF manual that will give you more insight about how to promote your business using the power of press release.

Who’s the First Person to Greet Your Customer?

I approached her sliding glass window and stood in back of a gentleman whom I assumed she was helping. After about three minutes, I realized he was waiting for the office manager and she could have acknowledged my presence. I stepped up to the window; she did not say good morning; she did not smile; she just glared at me. I started to speak; she pointed a finger at a clip board with a paper to fill out. I placed the completed sheet in front of her, perhaps expecting a thank you or a smile or at least ‘have a seat; the doctor will see you soon’.

I was so intrigued by her manner that I watched her interaction with the other patients. The man sitting next to me started to tell me that even though he had an appointment he had been waiting a long time. He told me he was extremely dissatisfied with the way the place was run and was starting to regret his association with this office. With a bit of humor, I told him I was watching the receptionist and asked if she had uttered a word to him. He started to laugh, and said, "Come to think of it, not a word!"

The next patient to come in was an older woman with a walker. The receptionist was not at her desk so the woman took a seat and waited for her return. She again pointed at the clip board, took the form, threw her sliding glass door closed and said nothing. The next one was the mailman, who I’m sure she sees daily. Again, not a smile or a hello; she stuck out her hand for the mail and handed him the outgoing mail.

Now my new disgruntled friend and I were sort of enjoying this and decided that maybe she was a mute….and then it happened. A good-looking UPS delivery man came in. Lo and behold, there was a big smile and a voice that was able to say good morning! That was short lived. She treated the rest of the patients in her same rude uncaring manner, a total lack of personality.

To me, the ability to positively interact with the customer, no matter what the business, is most essential. Hire your receptionist with as much thought as you would hire a sales person. Some smart person once said "If today you give a stranger one of your smiles, it might be the only sunshine he sees all day.

What Impression do you leave your clients?

Impressions, as we all know, are blurry ideas in which confidences are given. Marketing materials such as business cards, posters, postcards, flyers, brochures and catalogs must satisfy the customer’s confidences even at the very first sight of the material.

Catalogs, for instance, must leave a lasting and positive first impression. Before they can encourage potential readers to read on, they must entice them first to come closer and take a look at them. They must have fascinating design and facade to lure the would-be receivers.

To complete the marketing formula, the company or its marketer must entrust the potential masterpieces to a master in catalogs printing. If you have hesitations and worries regarding the printing process, the colors and materials like paper and ink to be used, ask the pool of experts that surround the printing company. They will help you seek solutions to your catalogs printing dilemmas.

Catalogs are made to have easy access on your products and service. You do not have to bring them with you. With catalogs around, there is no need to present the literal product or demonstrate the services that your company is offering. All it takes is an effective modern catalog.

In the production of catalogs, areas of concentration must be established and considered. One area is the product or service. Some product need not be included in the catalog while some are indispensable. Choosing which are to be incorporated from which are not must be carefully done.

After selection, the next area of concentration is categorization or grouping. There are products that can be grouped as one while there are products that need to be presented singly. Samples of these products are the feature for the month and the freshly released products. Same thing should be considered in marketing services. In this area, you have to master one thing and that is sorting.

Next to categorization is the process of creating descriptions. Descriptions must be exact or definite. You can begin by writing the name of the product or service followed by its features. Ideal number of words range from 30 to 60 words for every product or service.

Make a good impression by selecting clear pictures and crisp texts. Be reminded that the heart of every catalog is its overall appearance. Thus, superior artsy taste is a marketing edge.

What Are We Teaching PR Students?

Please feel free to publish this article and resource box in your ezine, newsletter, offline publication or website. A copy would be appreciated at bobkelly@TNI . Word count is 1245 including guidelines and resource box. Robert A. Kelly © 2005.

What Are We Teaching PR Students?

How to do brochures, throw parties, talk to reporters and write press releases? Or, are we teaching them what PR’s fundamental premise says we should be teaching them?

In so many words, whether they go to work for a business, non-profit, government agency or association, students will soon discover that people act on their own perception of the facts before them, which leads to predictable
behaviors about which something can be done. When we create, change or reinforce that opinion by reaching, persuading and moving-to-desired-action the very people whose behaviors affect the organization the most, the public relations mission is usually accomplished.

Which is why, after public relations students digest THAT basic touchstone, they should be made aware that, as future managers, their core public relations mission will be to pull together the resources and action planning they need to alter individual perception leading to changed behaviors among their most important outside audiences.

But that’s not all! Then PR students should learn that they will have to persuade those key folks to his or her way of thinking, then move them to take actions that allow their subsidiary, division, department, group or office to succeed.

What we want for our new crop of PR students is the knowledge that the right public relations planning really CAN alter individual perception and lead to changed behaviors among the very outside audiences who will help them succeed as managers.

Should you find yourself explaining the role of public relations, you must ask your audience to remember that their PR efforts will demand more than the use of special events, news releases and talk show tactics if they are to receive the
quality public relations results they deserve.

As to the results they can expect, tell them how glad they’ll be that they took your advice when capital givers or specifying sources begin to look their way;
customers start to make repeat purchases; membership applications begin to rise; new proposals for strategic alliances and joint ventures start showing
up; politicians and legislators begin looking at them as key members of the business, non-profit or association communities; new bounces in show room
visits occur; prospects actually start to do business with them; and community leaders begin to seek them out.

Discuss with your audience why it’s SO important to know how your most important outside audiences perceive your operations, products or services. Above all, be sure they really believe that perceptions almost always result in behaviors that can help or hurt their operation.

Go over with them the need for monitoring and gathering perceptions by questioning members of their most important outside audiences. Have them ask questions like these: how much do you know about our organization? Have you had prior contact with us and were you pleased with the interchange? Are you familiar with our services or products and employees? Have you experienced
problems with our people or procedures?

They should learn that the cost of using professional survey firms to do the opinion gathering work will be considerably more than using their PR colleagues who are already in the perception business. But whether it’s their people or a survey firm asking the questions, the objective remains the same: identify untruths, false assumptions, unfounded rumors, inaccuracies, misconceptions and any other negative perception that might translate into hurtful behaviors.

Public relations students need to know that here they must establish a goal calling for action on the most serious problem areas they uncovered during their key audience perception monitoring. Will that goal be to straighten out a dangerous misconception? Correct a gross inaccuracy? Or, stop a potentially
painful rumor before it really gets started?

An equally important lesson is this. Setting a PR goal requires an equally specific strategy that tells you how to get there. Only three strategic options
are available to you when it comes to doing something about perception and opinion. Change existing perception, create perception where there may be none, or reinforce it. The wrong strategy pick will taste like mushroom gravy on your pumpkin pie, so be sure your new strategy fits well with your new public relations goal. You certainly don’t want to select "change" when the facts dictate a strategy of reinforcement.

Most students of public relations already know the importance of good writing. Explain to them that now is the time that good writing comes to the fore. They must prepare a persuasive message that will help move their key audience to their way of thinking. It must be a carefully-written message targeted directly at their key external audience. They must come up with really corrective language
that is not merely compelling, persuasive and believable, but clear and factual if they are to shift perception/opinion towards their point of view and lead to the behaviors they have in mind.

This step many of your students will find especially interesting. They must now select the communications tactics most likely to carry their message to the
attention of their target audience. There are many available. From speeches, facility tours, emails and brochures to consumer briefings, media interviews,
newsletters, personal meetings and many others. But be certain that the tactics they pick are known to reach folks just like their audience members.

Another reality PR students need to know is that the credibility of any message is fragile, so how they communicate it is also a concern. Which is why they may wish to unveil their corrective message before smaller meetings and presentations rather than using higher-profile news releases.

As always, the need for a progress report should cause them to begin a second perception monitoring session with members of their external audience. Fortunately, they’ll want to use many of the same questions used in the benchmark session. But now, they will be on strict alert for signs that the bad news perception is being altered in their direction.

Reassure your student audience that, should program momentum slow, they can always speed things up by adding more communications tactics as well as
increasing their frequencies.

Students everywhere need reassurance that they’re on the right track, and future business, non-profit, government and association managers getting their first exposure to PR are no different. What they need to know about public
relations are three realities.

First, as outlined above, they must marshall the resources and action planning needed to alter individual perception leading to changed behaviors among their most important outside audiences.

Second, they must help persuade those key folks to his or her way of thinking.

And third, move them to take actions that allow their division, subsidiary, department, group or office to succeed.

Tips For Selecting The Right Public Relation Firm

Sometimes, a great product is not enough to get the attention your company deserves from the public. Sometimes, you need to make waves the right waves in order to get noticed and employing a public relation firm can help you gain your place in the limelight.

The relationship between a company and its public relation firm should be long-lasting. IF you change public relation firms periodically, the public may end up being confused with the ever-changing messages of your ads. Start advertising right with the right public relation firm.

Heres how to find the perfect public relation firm for your companys needs:

Work Experience in a Particular Industry and Location

Hiring a public relation firm with extensive experience in advertising and marketing hotels is not a good decision, no matter how many awards it had garnered, if your business belongs to the medical industry. Hotels and hospitals are two completely different things and thats why you need a public relation firm with experience in handling public relations of hospitals, not hotels.

Likewise, hiring a fancy New York public relation firm may not be a good choice to make if your business is located in the smallest and most traditional town of Texas. Again, New York and Texas are two completely different tastes and inhabited by completely different people, so what may work in New York could absolutely fail in Texas!

Party, Party, Party!

Public relation firms are best known for their ability to create glitzy events. Availing the services of the right public relation firm will enable you to create parties that are nothing but exciting and fun without having to spend half as much as you imagine you would for such events.

Offering Something beside Trendy

Most individuals believe that hiring a public relation firm is necessary only when you have to organize a party or get the right people to notice your product. The right public relation firm, however, can give you more than that if you know the right things to ask for.

A public relation firm understands that each company is unique from the other, even if theyre competing in the same sector. This means different strategies as well. Given the opportunity, a public relation firm can also help you determine the right positioning in the industry, make brand recognition possible and identify the target market for your company and products.

Public relation firms are not all about parties and fun. They can get down to business too, if youre dealing with the right firm.

The AllInOne Media Kit

Getting heard is not enough; the best public relation firms know that saying the right things in the right manner are equally, if not more so, important. The right public relation firm takes the time to get to know a company inside and out in order to generate the right kind of media frenzy.

Numbers They know that figures carry considerable impact, but too much of it can make a report boring and uninteresting.

Events Narrating the companys history can be tedious, so it must sound exciting while remaining factual at the same time.

Testimonials Customer cases are tricky; too much gushing can make a reader suspicious while lack of information will make a reader lose interest.

Ability to Solve Crises and Sensitive Issues

Publicity firms generally act like problem solvers. When a crisis ensues that threatens the reputation or credibility of a company, a good public relation firms able to step in to smooth out ruffled feathers and restored damaged company images.

Creativity and Out of the Box Thinking

The right public relation firm never runs out of creative ideas to help promote your company. Because it knows that the world around us is constantly changing, its also aware that the company must have continuous use of dynamic advertising for their success.

Adapting a Maternal Role

Lastly, the right public relation firm is one who acts like a mother hen to your company. It knows how important it is to listen to your concerns and your complaints, but it also knows when its right to stand firm and push for its suggestions while ignoring your recommendations. The right public relation firm always has your best interests at heart -even if it may not seem so at first glance!

The Start of Your Own Business

Excitement at the thought of starting your own business venture, fear at the thought of failure, are the two major emotions that people face when thinking of starting their own business. For many the fear of failure is enough to hold them back from taking the chance at starting their own small business; however, with careful planning and some luck a small business will be set for success.

When starting a small business it is important to step back and decide what exactly the company will be focusing on. What type of products or services will it be providing and to what group or niche will the company be aiming towards as its target audience. This seems like a simple enough step however many people many people either try to cater to too broad of an audience or to too small of a group. Although trying to appeal to a large audience may sound great at first, it can be harmful for a small business. Trying to cater to a broad spectrum of people makes the company lose focus and ultimately lose its identity. Targeting too small of an audience is a problem simply because a small target group makes for a small population of potential customers.

Another thing to consider is the supply and demand of the market that the company will be focused on. A company will need to either be excellent at what it does, very unique in what it does, and most importantly lucky to succeed let alone survive. Choosing a market that is largely in demand and short in supply will increase a company’s chance of survival immensely. The opposite can be said for a market that is low in supply and large in demand. Try to study where current business trends are headed towards and what is needed or wanted by today’s consumers. Also, it is important when looking at trends to try and think about its long term viability. The last thing that you want to do is start a business based on a fad that is over within a year or two.

When a general direction is decided for your small business, it is important to then think about the things that your company will do better than your competition. What will make you unique? What will make people choose your products and services over anyone else’s? Most importantly, is there something that will make people choose you over your competition? There is definitely a problem if the last question was met with hesitation or a no. There needs to be something that sets your company apart from the rest and pulls you out from the mold of every other business.

Finally when all of that is set, it is important to think of how you will get your name out to your consumers. Marketing and advertisement are crucial in getting your business known to your audience especially at the start of your business. If it’s possible getting a public relations firm to help market your name will help immensely.

Steps to a Writing an Effective Press Releases

ant to get the most media attention and spotlight for your business? Then the first place to start is with a GREAT press release. Now I can almost see half of you leaving now, dreading the thought of having to write one of these. But wait!! I’m going to show you easy methods to make your press release work for you and get the attention it deserves. Ready? Let’s go.

We’ll briefly go over the basics because of their importance. Editors want to see things done the RIGHT way. I would bet that a lot of good releases simply get tossed out just because they aren’t set up properly. To a busy editor, that all too familiar "10 second glance" says a lot for you and your business; it let’s them know if you’ve done your research enough to warrant that release to be placed in their newspaper or magazine.

Here are your essentials:

"FOR IMMEDIATE RELEASE" on the top left of the page.

Your contact name, phone number, e-mail address, and website follows.

Headline is next, normally in bold and centered on the page. Summarize what the release is about and capture their attention. Spend almost as much time on your headline as you do writing the release. It’s that important.

The press release body starts with the location of the release and the date (Margate, Florida, May 5, 2005.)

Most press releases are between 200-500 words, and no more than a page. The first paragraph has the most important information. Don’t save the best for last, it won’t get read. In this paragraph answer the questions, who, what, when, where and why?

It is recommended that you write press releases in the 3rd person and use short sentences and paragraphs. Do not go over board, trying to dazzle the editor, it won’t work.

Target your release. You will be sending your release to a specific audience so make sure that in your release you keep to what would appeal to that audience. What don’t they know that you can add? Nothing works better than getting an "AAH HAA" when an editor is reviewing your release.
 
Provide statistics. Do some research and find some relevant information that applies. You can easily do this through Google. Once you find your quote, do a Google search or Yahoo quote on that particular topic.  However, don’t stop on the first Google link and take that for gospel. Research it a bit further. Have it come from a respectable company or magazine.

Include relevant quotes from experts in your field that will reinforce what you are saying.  Approach authors, leaders in your Industry, and other experts that back up the facts you are stating in your release. They will normally appreciate the added publicity and you get the quote you’re looking for. For example, as an author I’ll often get asked to provide a quote for an article on home-based businesses or the virtual assistant industry. I welcome the opportunity as it provides me more publicity.

Also, if you have a satisfied client that you feel will add credibility to your Release, add a quote from them as well. The first time you mention the expert, write out their full name. Then list them by last name or Mr. and Mrs. Smith only. I normally prefer the last name.

The last paragraph should be your call to action. You’ve talked the whole release about your business or product, now tell them what to do with the knowledge they just acquired.

At the bottom of the release include ### to indicate you are done, followed by a short bio. Make sure if you include your website that you include  in front of it for search engine recognition.
Your bio should include your information, any books authored, etc.  Double check this for accuracy. At this point, you’re tired and done with the Release. But if it goes out to the world with the wrong web address, the valuable time spent even writing the Release has been wasted.

That’s it! The basics for writing a press release. Now one other thing I’d like to add in, they work! They truly work. I’ve had a recent release get accepted by PRWeb (and yes they do reject bad ones!), and then go on to hit several other major newspapers and media outlets and the Google alert, which resulted in our paper in the area contacting me. You want to set up a Google news alert for your name so that you can follow the path and see when you make the news so you can follow up. Also, PRWeb at prweb.com has complete guidelines for setting up a good press release. Go with the extra money and spend $20.00. It’s worth it to get the additional exposure.

Smashing the Myth of the Press Release

A musician spends years honing his craft. He writes world-class songs and performs them in a manner that moves his listeners to tears. He records a demo tape and sends it to record labels. He gets a contract and becomes rich, famous and adored.

The lesson: demo tapes are the secret of becoming a famous musician.

Wait, you say, the demo tape was just a tool, just his way of conveying his talent. It's his ability as a musician that got him the contract and made him famous.

You're right, of course. He could have become just as famous if a record executive saw him in person, or heard about him from a friend, or as a result of a variety of other events.

Which brings us to the press release.

Somehow, the press release has taken on a magical reputation as the alpha and omega of publicity. Wanna become rich? Send out a press release. Wanna become famous? Press release. Wanna get on the cover of Newsweek? Press release.

Publicity "gurus" are springing up all over the Internet touting the press release as the answer to all marketing ills. Just knock out a release, mass e-mail it to journalists, sit back and wait for Oprah to call.

It's a cruel joke.

Here's the reality: the press release is no more important to your potential of scoring free publicity than the demo tape was to our musician friend. If he had no talent, if his songs sounded like garbage, the best recorded demo tape in the world wouldn't get him signed. Ditto for the publicity seeker. If you don't have a story to tell, your press release is utterly worthless.

I'm not knocking the press release -- it's an important tool. But it's just that: a tool. It's not the first thing you need to think about when it comes time to seek publicity. In fact, it's one of the last. And it's not even absolutely necessary (I've gotten plenty of publicity with just a pitch letter, a quick e-mail or a phone call).

If you worship at the shrine of the press release, it's time to rearrange your priorities. Here, then, are the things that are MORE important than a press release in generating publicity:

1. A newsworthy story. This is the equivalent of our musician's talent. It's the very basis for your publicity efforts. Without it, your press release means nothing. To learn about how to develop a newsworthy story, take a look at publicityinsider questions.asp and scroll down to "Is my company/website/life really newsworthy?"

2. Learning to think like an editor. Oh, what an edge you'll have in scoring publicity over all those press release worshippers once you learn how to get inside the head of an editor. Give an editor what he wants in the way he wants it and you'll do great. I've got an entire article on the subject at
 publicityinsider freesecret.asp  Go there now and absorb it all. Trust me, it will make a world of difference.

3. Relevance. Tie in with a news event, make yourself part of a trend, piggyback on a larger competitor's story, but, by all means, make your story part of a picture that's bigger than just your company. Stories that exist in a vacuum quickly run out of oxygen.

4. Persistence. Sending out a press release and waiting for results is lazy and ineffective. If you really believe in your story, and you believe that it's right for a particular media outlet, you need to fight to make it happen. Call or e-mail the editor to pitch your story BEFORE sending the release. If one editor says no, try somebody else. If they all say no, come back at them with a different story angle.

Getting publicity involves so much more than just sending out a press release. Treat it as seriously and with as much respect as our newly minted rock star treats his craft and you'll be well on your way to success.

Six Tips For Perfect Email Pitches

Your media pitches can go straight over the plate. With a little forethought, and a few tips, you can throw fewer balls and more media relations strikes.

Brevity is the soul of wit. Shakespeare could have been giving media relations tips when he penned this gem several hundred years ago. If you can't get to the point in your subject line in 10 words or less, you need to work on your message. Keep the subject line short and to the point, and include the time frame if it is important to the pitch. For instance: "Entrepreneurs Storming NC General Assembly Tuesday"

Surprise! If you have a startling or interesting fact, use it as a hook. I am developing a story idea about local home prices. My initial thought for a subject line is: "Average Lake Norman Home Listing Price Spikes To $413,000." Recently I used these subject lines to get coverage: "Interest Rates Hit Six Month Low" and "No Credit Score, No Problem".

Humor Me. Humor is not for everyone. It is best to use it only if you know the reporter has a sense of humor or appreciates quirky items. Maria Stainer, assistant managing editor of the Washington Times, was quoted recently about an email pitch that got her attention and coverage. "Teach Your Dog To Meditate" was the line that hooked her on a story about a new book on animal behavior.

Don't Get Too Attached. Don't ever attach word documents or photos files to an email pitch. Did I mention that you should not send attachments? To get past email filters and to avoid hacking off your media contacts, wait until they ask for additional information before sending photos and documents. And, if you make them mad, your next pitch may be deleted before it is ever read.

Be Cool. You're fired up to fire off that media pitch you have just written. Don't. Let it cool off a bit first. Ask for input from others before you send the pitch to the media, particularly if you are trying to use humor or be quirky. You don't want your pitch to fall flat.

Be Relevant. Friend David Mildenberg, a reporter at the Charlotte Business Journal, has the best tip of all. "I think email pitches can be effective for all the obvious reasons: If they contain news relevant to the publication and its readers, if the pitches are concise and if the pitches are understandable," he says.

Wind up and start pitching.

Relationship Management: Knowing and Communicating with Your Key Publics

Many organizations actively engage in 'Issues Management.' For most, this involves scanning the news, developing communications strategies around relevant issues and trends, and then communicating their messages back through the media.

However, effective communications is more than just managing issues through the media. Companies and organizations must also be aware of their external publics – the people and groups outside of an organization's sphere that affect, or are affected by, what that organization does.

This is known as 'Relationship Management.' It is the discipline of identifying key publics and establishing strategies for building and maintaining mutually beneficial relationships with those publics.

Identifying External Publics

Like most organizations, there is a good chance you are already using media monitoring to track the issues that affect your organization. This is Communications 101.

You may even be taking it one step further and conducting some kind of media analysis, including assigning tones like positive, negative or neutral to news stories. And if you're not, you should be. Without proper analysis and evaluation, your communications team is not doing its job properly.

But where it really gets interesting is when you take your existing monitoring and analysis and add another dimension to it. One of the best examples of this is tracking and analyzing quotes.

Tracking quotes helps you identify your key publics. You can see exactly what they are thinking, what they are saying, what they are doing.

And by taking further small steps, such as cross-referencing tone with quotes, you can easily identify the type of relationship that exists between your organization and its different key publics. You can get a picture of what you are doing right and what you are doing wrong, and, where necessary, develop a plan to change the relationship.

Obviously, the more positive the quote or article, the greater the chance that the person being quoted is an ally to issues favorable to your organization. Conversely, the more negative the quote or article, the greater the chance that the person being quoted is opposed to issues favorable to your organization.

Furthermore, the more times a person is quoted, the greater the chance he or she is an Opinion Leader – a person that knowingly or unknowingly influences opinion. It's important that your organization try to have an open and professional dialogue with Opinion Leaders no matter what their position is.

Dealing with Key Publics

A lot of people feel the media ultimately control public opinion. There's no denying they do have an enormous influence, but they are only one piece of the PR puzzle.

It's important that PR professionals not limit themselves to just the media. Sometimes it's best to communicate right to the source, if possible. Remember, as a professional communicator, your primary job is to disseminate information, not necessarily to deal with the media or write news releases. How you get the information to your publics is not what matters; what matters is that they get the information. Using the media and writing news releases are simply a means to an end.

According to Statistics Canada, 61 per cent of Canadians belong to a group or organization, including organizations unions, religious groups, professional associations, etc. Opinion Leaders are a very important component of these groups.

Once you have identified the groups and their Opinion Leaders, it's important to develop consistent messages that will clearly state your organization's position on key issues. Without that consistency, you run the risk of looking hypocritical or insincere. The last thing you want is to be communicating different messages regarding the same issue.

If you want people to trust you and your organization, consistency is a must. Trust is the first step in developing a relationship with the Opinion Leaders and your key publics.

Honesty is Always the Best Policy

Remember, when it comes to any type of communications, honesty is always the best policy. Trying to manipulate the media or the public is a dangerous game. If you're honest, people might not always like what you have to say, but at least they'll believe you and have a greater respect for you in the long run.

Monitoring the Media Helps Ensure Honesty Prevails

Monitoring the media allows organizations to ensure everyone is on message, helping to prevent misunderstandings through inadvertent contradictions or an overly aggressive spokesperson. Also, proactive media analysis can gauge how well key publics and other influencers, such as the media, are accepting your organization's position on an issue.

Media Analysis is a Powerful Tool, but...

Media analysis can help identify miscommunication, and can also help identify the underlying reason for that miscommunication. It's also an effective way of identifying key publics and opinion leaders, gauging where they stand on an issue and finding out what they are saying.

However, it's important to remember ‘Relationship Management' is about dealing with people directly. Media analysis is just a tool to help ensure your organization is communicating honestly and effectively – the same way the media are just a vehicle for delivering your message.

But even if you have a top notch media analysis program in place, you should never stop communicating directly with your key publics to figure out where they stand on key issues and how they view your organization. After all, public relations and communications are all about communicating effectively, and nothing is more effective than getting your information straight from the source.

Why Do Public Relations People Frequently Wear Red?

A. So the blood doesn't show.

Many people think that once a company starts advertising, editors beat a path to your door. In some cases, that actually does happen, but it's not the norm. Public relations is a very important part of the marketing mix, but it's a tremendous amount of hard, detailed work.

Public relations is very different from advertising. One main difference is that you can't buy media placement. The story is either newsworthy, or it's not. Paid placement is called advertising. A successful PR campaign provides third-party endorsement of products or services which is something no other marketing element can deliver.

Both marketing elements are important, but public relations can sometimes be a slow build. Results don't happen in a few weeks or in a month, especially with the three month lead time needed for magazines print deadlines. When dealing with television, newspapers or radio, the three month lead time is not an issue, but competition is an issue. 

There have been situations where we've had an instant success story. We created a museum event in Philadelphia at a small children's museum that was an incredible media success story. Every newspaper, ethnic publication and television station showed up for this event. Over the years, we've also had a number of press conferences with tons of media coverage the next day. This is expecially true if the news is sensational or the product is very popular at retail.

In one case, we generated thousands of stories for a client, but we were trying to generate an article in a major business paper. Nothing worked. The editor was interested, but he didn't understand the point we were using as the "hook" for the story. When we finally drove home the point of differrence between mass market retailers and specialty retailers, he wrote the story and it was fantastic. Our story ended up on the front page of the business section minus one column, but it took months and months of work.

Many clients don't understand the PR process. For example, when I was handling the marketing for a major children's line of licensed apparel, the client had signed the advertising contract, but not the public relations contract. He just didn't understand the entire subject and finally asked for a meeting to discuss things. Shortly into the meeting, this charming, grandfatherly gentleman looked at me with a straight face and said, "Why do I have to pay for this, doesn't it just happen?" 

At first, I thought he was kidding, but then I could see that he simply didn't understand the process, or the discipline. After a rather lengthy discussion, he signed the contract. The campaign was a big success and so was the clothing line.

Some clients don't have the budget for the entire marketing mix of trade advertising, consumer advertising, sales promotion, web site development and PR. Many will start with PR and trade advertising and then increase their marketing budget over time.

How To Choose An Agency

When you are ready to consider an agency, what should you look for in a PR team? For starters, the chemistry has to be there. You also need experience and media connections. Don't hesitate to ask for client references. Once you have them, pick up the phone and make some calls.

Don't assume that the new business people will service your account. If there is one account person that you feel has the expertise you need, consider requesting that this individual be the point person on your account. The agency should be willing to agree to this request in your written contract. Beware of bait and switch, where you are courted by the new business people who will never be seen again after the contract is signed.

What You Can Expect

Some points to remember:

Nothing kills a bad product faster than excellent PR and advertising. Customers may purchase the product once and then, that's it.
When products are photographed, the samples must be in perfect condition. The camera picks up and magnifies very tiny flaws. Retouching is expensive, so be careful when you select product samples for photography.
PR is not a tool used to force retail distribution. If you try it, the move will come back to haunt you. When an editor asks for information about the retail distribution of a product and/or service, the PR agency had better have answers or the ability to obtain the answers quickly. Reporters and editors always manage to call for this information when they are on deadline so everything is a rush. A response such as we're planning to open outlets soon in your area is not the correct answer.

Put yourself in the editor's place. He/she is interested in writing about your product and the readers expect to be able to find the item in local stores, on respected web sites, or in catalogs. If they can't do any of the above, the editor will not write about the product.

I have had consumers track me down because they wanted a specific product and could not find it at the retail store mentioned in the article because the item had sold out. One Christmas, I was practically running a mail order operation out of the agency because frantic consumers were calling for one specific product that did not have wide retail distribution.

Trade books usually publish one month in advance. Consumer books publish three, yes three months in advance. If you're hoping for a December magazine story, you'd better start planning in July or August.
If your agency is creative, it will come up with innovative "hooks" for your products or services.

PR is a wonderful marketing tool, but you must understand the basics to understand how it can work for your company.

Public Relations Strategies For Manufacturers and Industrial Suppliers

By Conrad Bailey

What you are about to read here is not what you would expect to learn about marketing industrial products via public relations, or what you would normally find from other PR sources. The reason is because the majority of public relations articles you'll find online are nothing more than hidden sales pitches from PR firms that offer advice based on what's best for their agency - and not the client. You know the ones - that always end their article with an offer to purchase or learn more about their promotional services. In this article you'll get none of that.

Don't Outsource Your Public Relations

Writing and submitting press releases and stories to the media is one of the most cost effective ways to promote your industrial products. However, unless your company has deep pockets and money to throw away, writing and distributing press releases is much more cost-effective when you do it yourself. Forget traditional PR firms - they charge ridiculous fees just to write and submit your press release. You'll get much better results by using the services and tools of online companies like PR Web and PR Leap to distribute your press releases to your target media. In result you can generate some relevant and often permanent back links to your Web site. An additional benefit that can drive traffic to your site for months or even years.

Reaching A More Highly Targeted Audience

Services like PR Web are excellent for promoting your company and products to mass media. But remember, the biggest benefit comes not from the distribution of those press releases, but when editors or producers that see your press release contact you to follow-up on your story for their publication or station. That is where the most exposure will be generated.

In addition to using services like PR Web, you can and should submit your press release directly to the most relevant media sources you can find, such as trade publications that are read by your target audience. But do it yourself - don't waste your money on PR firms that claim to specialize in the trade press. All they are actually doing is snail mailing your press release to trade magazines or journals that you can easily find yourself using media directories like Gebbie Press. Besides, there are probably no more than 5 to 10 trade publications that are ideal for your press release. So don't pay some PR firm thousands of dollars to submit your press release to hundreds of magazines when only a handful may be interested in publishing it.

Writing A Good Press Release

Writing a good press release is not that difficult if you focus on what makes your story newsworthy. Just ignore the marketing hype and write about your product's features, user benefits and what makes it different (superior) than similar products in the marketplace. That is what makes a press release newsworthy and more likely to be published by the media you are targeting.

Some public relations companies will charge up to $250 or more to write a press release. You can find freelancers online or at local colleges that will do it for much less. Still, you'll always get better results by writing it yourself. After all, if you're the person responsible for public relations at your company, then you know more about your products and the benefits they offer than anyone else. So doesn't it make sense that you are the most qualified person to write a solid press release?

One of the best ways to learn how to write a powerful press release is to know everything there is to know about your product and the exact market you are targeting. Secondly, analyze the press releases your competitors are putting out on the Web. Make sure your release indicates unique benefits such as the technical edge your product has in the marketplace... since new technology is always a newsworthy topic. Lastly, make sure to include a good headline, such as one that might propose a solution, build curiosity or express some kind of benefit.

Distributing Your Press Releases

Distributing your press releases is not a matter of what delivery method you prefer, but rather which method the editor prefers. There are editors that want it sent by email, while others prefer it's delivered by fax or snail mail. If you're not sure, give them a call and find out which delivery method and format they prefer, if any. It makes a good impression and can also make a significant difference whether it gets published or not.

Whatever you do, you should never mass mail, fax blast or bulk email your press releases. I guarantee you'll be wasting serious money and a lot of time. For now on, focus on fewer but more relevant media sources. It's easier and much more productive to work with 10 to 50 solid media sources that serve your target market.

Some Final Words

If there is one tip in this article you remember and follow, make it this. The need to gain a competitive edge through public relations is greater now than in any other time in history. Due to the Internet, promoting your company and products has never been easier or faster than it is right now. The key is to remember that when it comes to public relations, people's needs will always change, so you must aim well ahead of the target to hit it.

Publicists: It's Time to Embrace the Technology of Online Press Kits

So you have a cell phone, a Palm Pilot, an automated office complete with teleconferencing, remote-access, Web site and e-mail addresses. So what? Just because you’re always available to the media doesn’t mean the media has easy access to your clients. What will your high-tech office be able to do when a reporter wants a press kit at 7 p.m. on a Friday evening? Nothing – except hastily prepare the hard copy kit for a costly overnight shipment.

There is a simple way to eliminate the need for keeping a large inventory of hard copy press kits and reduce your dependency on the shipping company guy: publish your clients’ press kits online.

Making the move from hard copies to press kits published online that are always-accessible is essential in today’s age of e-mail. The corporate world lives by e-mail; reporters and other media professionals are no different. These people are busy and time is always of the essence when they’ve got deadlines breathing down their necks. The decision to use your client in a story instead of someone else is contingent on whose information is easiest to get. If it takes all night for your client’s press kit to reach their desk, you might get bumped.

I know what you’re saying right now. "But, Drew, I e-mail my clients’ press materials to the media." Well, that’s great, but just because reporters use e-mail doesn’t mean they open every stranger’s message that arrives in their inbox and it especially doesn’t mean that they even bother opening your attachments. Why? Because it’s too risky.

First of all, everyone knows not to open an e-mail from someone you don’t know; especially if there’s an attachment. This is e-mail safety 101. Strange e-mails with attachments usually mean one thing: virus. At least, that’s the take of most business’s firewalls and anti-virus protection systems. You may think you’re making waves by mass e-mailing your media lists with attached press releases, but how many calls are you getting back? Not many, since your important e-mail has been tossed out with the "wasser" worm and those annoying "enlargement" e-mails.

So what’s the solution? Reject technology and start snail-mailing and faxing again? No. Embrace technology and publish your press kits online.

Now, an online press kit is not a Web site. Don’t be confused by the term "online." Though an online press kit can be displayed online and present information like a Web site, it is really a virtual folder or briefcase that allows you to upload and store your press materials on the Internet. Once in your online press kit folder, these documents and images can be distributed as links – not attachments.

When you prepare your sharp, concise e-mail pitch to the media, you simply insert links to your clients’ press kits. When the reporter clicks the link, the document can be opened and saved on their computer. It opens like an attachment, but the documents themselves live online. Instead of piling them onto your e-mail, you’re simply providing directions (a link) to get to them. They become part of the e-mail message, so a media outlet’s virus protection system won’t automatically kick it out of the system.

Virtually anything can be uploaded to an online press kit: press releases, high-resolution images, video and audio clips, graphics and more. Plus, since you have control over your online press kits, you can always be sure they’re up to date.

Now you’re thinking "Wow, these things sound great, but I bet they are expensive." Not necessarily. Though there are online press kit programs available that cost into the thousands, they usually include extra features you don’t really need and will probably never use. Think of the online press kit market as the binder or folder aisle at your favorite office supply store. Sure there are binders with all kinds of extras, but you pass those by for what you need and the price you can live with.

Face it – technology is only going to get better and faster. Don’t be left in its dust trying to wave down that brown truck with your emergency overnight press kit. By going online with your clients’ press kits, you’re not only making them easy to access, but easy to cover by the media. The media loves that – and so will your clients.

PR's Only True Measure

Sure, you could measure the rather narrow results achieved by tactical subsets of your public relations program like special events, brochures, broadcast plugs or press releases. On the other hand, you as a business, non-profit or association manager might better measure the results of your strategic efforts to alter individual perception among your key outside audiences leading to changed behaviors, which then help you achieve your managerial objectives.

I mean, can we agree that managers MUST plan to do something positive about the behaviors of those important external audiences of theirs that most affect their operation?

And especially so when they persuade those key outside folks to their way of thinking by helping to move them to take actions that allow their department, division or subsidiary to succeed?

But it takes more than good intentions for any manager to alter individual, key-audience perception leading to changed behaviors, something of profound importance to ALL business, non-profit and association managers.

He or she needs a plan dedicated to getting every member of the public relations team working towards the same external audience behaviors which insures that the organization’s public relations effort stays sharply focused.

The plan could be based on a foundation that looks like this: people act on their own perception of the facts before them, which leads to predictable behaviors about which something can be done. When we create, change or reinforce that opinion by reaching, persuading and moving-to-desired-action the very people whose behaviors affect the organization the most, the public relations mission is accomplished.

Results can materialize faster than you might suspect.For example, bounces in showroom visits; new proposals for strategic alliances and joint ventures; customers making repeat purchases; prospects starting to work with them;membership applications on the rise, and capital givers or specifying sources looking their way.

Watch the real performers at work. They find out whoamong their key external audiences is behaving in ways that help or hinder the achievement of their objectives. Then, they list them according to how severely their behaviors affect their organization.

Next they must determine how most members of that key outside audience perceive the organization. If the resources to pay for what could be costly professional survey counsel aren’t there, Ms. or Mr. manager and his or her PR colleagues will have to monitor those perceptions themselves. Actually, the PR folks should already be quite familiar with how to gather and assess perception and behavior data.

Doing so means meeting with members of that outside audience and asking questions like "Are you familiar with our services or products?" "Have you ever had contact with anyone from our organization? Was it a satisfactory experience?" And if you are that manager, you must be sensitive to negative statements, especially evasive or hesitant replies. Watch carefully for false assumptions, untruths, misconceptions, inaccuracies and potentially damaging rumors. When you find such, you will need to take steps to correct them, as they inevitably lead to negative behaviors.

Now comes the challenge of selecting the specific perception to be altered which then becomes your public relations goal. You obviously want to correct those untruths, inaccuracies, misconceptions or false assumptions.

The core reality of the whole drill is that a PR goal without a strategy to show you how to get there, is like corned beef and cabbage without the cabbage. It’s justnot the same. So, as you select one of three strategies (especially constructed to create perception or opinion where there may be none, or change or reinforce it,) what you must do is insure that the goal and its strategy match each other. You wouldn’t want to select "change existing perception" when current perception is just right suggesting a "reinforce" strategy.

Now the time has come when you must create a compelling message carefully constructed to alter your key target audience’s perception, as specified by your public relations goal.

Remember that you can always combine your corrective message with another news announcement or presentation which may give it more credibility by downplaying the apparent need for such a correction.

The content of the message must be compelling and quite clear about what perception needs clarification or correction, and why. Naturally you must be truthful and your position logically explained and believable if it is to hold the attention of members of that target audience, and actually move perception in your direction.

Occasionally, folks in the PR business will allude to the communications tactics necessary to move your message to the attention of that key external audience, as "beasts of burden" because they must carry your persuasive new thoughts to the eyes and ears of those important outside people.

Luckily, there is a wide choice because the list of tactics is lengthy. It includes letters-to-the-editor, brochures, press releases and speeches. Or, you might choose radio and newspaper interviews, personal contacts, facility tours or customer briefings. There are scores available and the only selection requirement is that the communications tactics you choose have a record of reaching people just like the members of your key target audience.

Of course, you can always move things along by adding more communications tactics, AND by increasing their frequencies.

Right about now, the subject of progress reports will arise,but you will already be hard at work remonitoring perceptions among your target audience members to test the effectiveness of your communications tactics. Using questions similar to those used during your earlier monitoring session, you’ll now be on sharp alert for signs that audience perceptions are beginning to move in your general direction.

Throughout, keep your eye on the core of this approach: persuade your most important outside audiences with the greatest impacts on your organization to your way of thinking. Then move them to take actions that help your department, division or subsidiary prevail.

Thus, instead of measuring the rather narrow results achieved by the tactical subsets of your public relations program like special events, brochures, broadcast plugs or press releases, you will have discovered the only true measure of public relations: the results of your strategic efforts to alter individual perception among your key outside audiences leading to changed behaviors, helping you achieve your managerial objectives.

Promoting Relationships With the Public

Public Relations or "PR" is one of the most important factors in how you are perceived by the public at large. It is the relationship between your business and your customers, past customers, community and potential customers.

There are two ways of obtaining PR. One way is through press releases, in which you share news about events or accomplishments within your company or organization. This form of PR gives you full control over how your company looks to the public. Your public, is anyone who has an interest of one type or another in your business such as your employees, customers, suppliers, competition and the press. How you are percieved by the public has a huge impact on the future of your business.

When issuing a press release make sure that the information provided is of interest to the readers or viewers of that particular publication. The heading of the press release should grab the readers attention and prompt them to continue reading. Make sure you are targeting publications which would be interested in your information. You wont have much success submitting a press release about christmas ornaments to a publication which targets outdoor life.

Testimonials and case histories are useful when overcoming objections, building credibility, and demonstrating customer satisfaction with your company and products. Generally, testimonials do not make up the bulk of a press release. Although it helps to add in a positive quote from a satisfied customer, make sure the comment is in direct relation to the focus of your press release.

Good PR from satisfied customers can bring you a whopping customer base, yet at the same time one shred of negative PR from an unhappy customer can cause your business considerable damage. When in a one-on-one meeting your customer should do most of the talking. Your customers are worth listening to and their feedback is valuable information! Take the time to listen to their questions and comments as it will help you to understand their needs and make sure they are satisfied with your service. If you are doing most of the talking, chances are, your customers are going to feel pressured or turned off and you run the risk of losing a sale as well as a customer.

Building a relationship with the public is an important aspect of promoting your business and building a solid customer base. Staying in touch with your customers will not only improve your customer relations, but will keep your name foremost in the minds of your customers and prospects and keep them coming back.

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All classes, English and Spanish seminars are taught on-site at your place of business and the curriculum is always customized to meet the needs of your company. All information is practical and no grammar is taught. Classes & seminars are upbeat; nobody is put on the spot and we understand that you only want enough Spanish, Chinese, French Е whatever language it is - to communicate immediately, easily & effectively. We understand that you donТt want to be a language major. You just want to get your point across.

Workplace Languages offer a large number of bilingual training tools to a variety of industries. They are all ultra easy-to-use and are all customizable with content and we can even add your companyТs logo.  WhatТs nice about our bilingual training tools is that there is nothing to retain, no classes to attend and no huge time or financial commitment. We have pocket-sized "survival language booklets" that come with a pronunciation guide. And our 24 X 36" color laminated poster has both Survival English for the Spanish speakers and also Survival Spanish for the non Spanish-speaking managers & supervisors.

Successful communication has always been the key to good management. Now, with an ever increasing need to connect with workers from other cultures, the need is even greater for both managers and employees to educate themselves in each othersТ ways of acting, speaking, learning foreign languages using as method English or Spanish seminars. The rewards are potentially great if the methods that both parties use to educate themselves are appropriate. Success doesnТt necessarily take a great deal of time, it takes the right training.

One of America's brightest leaders and thinkers

Marshawn Evans, J.D., has garnered a reputation as an inspiring, articulate and intelligent orator. In the same mode as multitalented trailblazing women such as Oprah Winfrey, Katie Couric, Tyra Banks and Kimora Lee Simmons, Marshawn is a: media personality, distinguished entrepreneur, passionate youth advocate, inspirational speaker and up-and-coming litigator.

Marshawn emerged into national consciousness as the 3rd runner-up for Miss America. Her fame continued to grow after her coveted stint as one of Donald Trump's handpicked cast members on NBC's popular show, "The Apprentice." Marshawn has become a growing fixture in the media, having appeared across a wide-spectrum of leading TV, magazine, radio, newspaper and internet outlets, including ABC, VH1, MTV, Glamour and USA Today.

As Founder of Communication Counts, Marshawn travels around the country working with politicians, athletes, entertainers and media personalities to enhance their communicative skills. Recently, Marshawn launched an upscale clothing operation called JewelME Couture. In her entrepreneurial roles, Marshawn combines the elegant, ambassadorial style that won her the interview for the Miss America competition, with an assertive business brawn and savvy.

Marshawn's passion advocating for young people spawns from her own youth in which she was labeled a problem child. Her avid work with youth has won her prestigious awards and recognition from the U.S. Department of Justice and from former Texas Governor George W. Bush. Marshawn's influence on youth issues stretches beyond U.S. Borders as she served as an Ambassador to the International Summit of Achievement in Dublin, Ireland. At the summit, Marshawn presented on best practices for training future leaders, with the likes of former United States President Bill Clinton, former Russian President Mikhail Gorbachev, actor James Earl Jones and international human rights activist Steve Bono.

A consummate professional speaker, Marshawn's client list includes the likes of Rotary International, Clear Channel, The National Youth Network, Florida State University, and numerous corporations, municipalities, nonprofits, churches and universities. Some of her seminar and keynote topics have included, "The Art of Project Management, Lessons Learned from the Board Room", "Hand-in-Hand: Youth and Adult Partnerships" and "Skirts in the Board Room: Challenges Facing Women in the Workplace."

After distinguishing herself as a top graduate from Georgetown University, one of the nation's premier legal educational institutions, Marshawn took a position as an attorney for one of Atlanta's top law firms. Apart from practicing law, this young business leader and woman of conviction is currently completing work on an upcoming book, inspirational CD and DVD. Her clear ideas, enthusiasm, humility and attention to detail make her one of the rising personalities in the communication and entertainment industry.

This Speaker's Upcoming Events Sat - Jun 10

Marshawn Evans and Jeff Johnson participate in a Teen Summit at the 100 Black Men Conference

Sun - Jun 18

Marshawn Evans host the Miss Georgia Pageant

Event Type: Public Appearance Mon - Jun 19

Marshawn Evans host the Miss Georgia Pageant

Event Type: Public Appearance Tue - Jun 20

Media Protocol for Business and Life

When I was a Venue Media manager with the Commonwealth Games, I received some of the best coverage of the venues that I was looking after. I had some people ask me what was my secret.

I first inquired what they were doing and found out that some of them had an attitude of seeing the media as something to be suspicious of, to keep at bay and give as little as possible. In turn, the media had little regard for them as well.

There are many people who treat the media this way as well when it comes to their business, and then hope that the media will give them great coverage and a good story as well. This is a receipt for disaster.
First, true media does not have the time or energy to "GET" everyone. Often the people end up getting themselves in their worry or nervousness. They may say something dumb or negative or attack the reporter who is just doing his or her job. In most cases, the media does not have an ulterior motive and is just collecting information. If you do something foolish, remember though that it is not the media’s job to help you out of a crisis.

When you treat people with respect, they are much more likely to treat you the same way. Yes, there could be exception, but in most circumstances, I have found that it was never about me and more about what was happening to them at the time. For example, I had three cases where the people weren’t great to me, and in each case, they came back to apologize with gift or peace offering in hand.
They were each dealing with personal issues and / or were having a bad day. With forgiveness, you create a friend, someone who is more willing to help you out in the future.

Keep in mind that we need a symbiotic relationship with the media. There will be times when you want to announce an upcoming event, a breakthrough or change in your organization etc. How you have treated them in the past will affect what kind of coverage you will get and whether it is good or not.

The media can supply you with some very valuable free coverage and coverage that is 3rd hand. This coverage gives credibility to what you are doing or saying.

And should something happen that could be negative, the media may write the story whether you cooperate or not. For the most part, it is better to have your comments included rather than them only having half the facts or speculation to go on.

If it is a special event that will last for a while, coffee, treats and smiles go a long way with having them stay and giving good coverage. The cost of a coffee and a treat is small potatoes compared with the coverage that you can receive.

Oh, and my secret, just that. I treated them like human beings. I offered to get them coffee. And when the game went late, on the break I took them up to the athlete and coaches dinner area and gave them sandwiches and drinks. They were able to get great interviews and we received great coverage.

This can be a metaphor for many areas in our lives. Ask yourself, "How am I treating the people in my life that can help me the most?"

Managers: Should Your PR Budget Stress Tactics or Strategy?

If public relations tactics like special events, brochures, broadcast plugs and press releases dominate your answer, you’re missing the best PR has to offer.

Such a budget would tell us that you believe tactics ARE public relations. And that would be too bad, becauseit means you are not effectively planning to alterindividual perception among your key outside audienceswhich then would help you achieve your managerialobjectives.

It would also tell us that, even as a business, non-profit orassociation manager, you’re not planning to do anything positive about the behaviors of those important external audiences of yours that MOST affect your operation. Nor are you preparing to persuade those key outside folks to your way of thinking by helping to move them to take actions that allow your department, division or subsidiary to succeed.

So, it takes more than good intentions for you as a manager to alter individual, key-audience perception leading to changed behaviors. It takes a carefully structured plan dedicated to getting every member of the PR team working towards the same external audience behaviors insuring that the organization’s public relations effort stays sharply focused.

The absence of such a plan is always unfortunate because the right public relations planning really CAN alter individual perception and lead to changed behaviors among key outside audiences.

If this sounds vaguely familiar, try to remember that your PR effort must require more than special events, news releases and talk show tactics if you are to receive the quality public relations results you deserve.

The payoff can materialize faster than you may think in the form of welcome bounces in show room visits; customers beginning to make repeat purchases; capital givers or specifying sources beginning to look your way; membership applications on the rise; the appearance of new proposals for strategic alliances and joint ventures;politicians and legislators beginning to look at you as a key member of the business, non-profit or association communities; prospects actually starting to do business with you; and community leaders begin to seek you out.

It’s always nice to simply hire a survey firm to handle the opinion monitoring/data gathering phase of your effort. But that can cost real money. Luckily, your public relations professionals can often fill that bill because they are already in the perception and behavior business. But satisfy yourself that the PR staff really accepts why it’s SO important to know how your most important outside audiences perceive your operations, products or services. And be doubly certain they believe that perceptions almost always result in behaviors that can help or hurt your operation.

Share your plans with them for monitoring and gathering perceptions by questioning members of your most important outside audiences. Ask questions like these: how much do you know about our organization? Have you had prior contact with us and were you pleased with the interchange? Are you familiar with our services or products and employees? Have you experienced problems with our people or procedures?

But whether it’s your people or a survey firm asking the questions, the objective remains the same: identify untruths, false assumptions, unfounded rumors, inaccuracies, misconceptions and any other negative perception that might translate into hurtful behaviors.

It’s goal-setting time during which you will establish a goal calling for action on the most serious problem areas you uncovered during your key audience perception monitoring. You’ll want to straighten out that dangerous misconception? Correct that gross inaccuracy? Or, stop that potentially painful rumor cold?

Of course, setting your PR goal requires an equally specific strategy that tells you how to get there. Only three strategic options are available to you when it comes to doing something about perception and opinion. Change existing perception, create perception where there may be none, or reinforce it. The wrong strategy pick will taste like onion gravy on your rhubarb pie. So be sure your new strategy fits well with your new public relations goal. You certainly don’t want to select "change" when the facts dictate a strategy of reinforcement.

It’s always time for good writing, but never as now. You must prepare a persuasive message that will help move your key audience to your way of thinking. It must be a carefully-written message targeted directly at your key external audience. Select your very best writer because s/he must come up with really corrective language that is not merely compelling, persuasive and believable, but clear and factual if they are to shift perception/opinion towards your point of view and lead to the behaviors you have in mind.

Here’s where you need the communications tactics certain to carry your message to the attention of your target audience. There are many available. From speeches, facility tours, emails and brochures to consumer briefings, media interviews, newsletters, personal meetings and many others. But be certain that the tactics you pick are known to reach folks just like your audience members.

How you communicate, however, is always a major concern. The credibility of any message is always fragile. Which is why you’ll probably want to unveil your corrective message before smaller meetings and presentations rather than using higher-profile news releases.

When the need for a progress report appears, you’ll want to begin a second perception monitoring session with members of your external audience. You’ll certainly use many of the same questions used in the benchmark session. But now, you will be watchingclosely for signs that the bad news perception is finally moving positively in your direction.

Fortunately, if things slow down, you can always speed things up by adding more communications tactics as well as increasing their frequencies.

Allow the tacticians a free hand in selecting whether this tactic or that tactic should be used as the beast of burden needed to carry your message to your target audience.

You take a broader view of public relations and stress the strategic approach because it requires you as the manager to effectively plan to alter individual perception among your key outside audiences, thus helping you achieve your managerial objectives.

Managers: Let's Call a Spade a Spade

Please feel free to publish this article and resource box in your ezine, newsletter, offline publication or website. A copy would be appreciated at bobkelly@TNI . Word count is 1145 including guidelines and resource box.
Robert A. Kelly © 2005.

Managers: Let’s Call a Spade a Spade!

Brochures, broadcast plugs and press releases – don’t call them public relations. Call them what they really are, valuable tactical devices which public relations calls upon from time to time to move a message from here to there.

Nothing more, nothing less, and certainly not public relations’ Mother strategy which (1), marshalls the resources and action planning needed to alter individual perception leading to changed behaviors among a business, non-profit,or association’s most important outside audiences. And (2), goes on to help a manager persuade those key folks to his or her way of thinking,
then (3) moves them to take actions that allow their department, group, division or subsidiary to succeed.

The management reality behind such an achievement is the underlying premise of public relations: People act on their own perception of the facts before them,
which leads to predictable behaviors about which something can be done. When we create, change or reinforce that opinion by reaching, persuading and
moving-to-desired-action the very people whose behaviors affect the organization the most, the public relations mission is usually accomplished.

The good news for those managers is that the right public relations planning really CAN alter individual perception and lead to changed behaviors among key outside audiences.


You may be such a manager. If you are, try to remember that your PR effort must demand more than special events, news releases and talk show tactics if you are to receive the quality public relations results you deserve.

You’ll be glad you took such a step when capital givers or specifying sources beginning to look your way; customers begin to make repeat purchases; membership applications start to rise; new proposals for strategic alliances and joint ventures start showing up; politicians and legislators begin looking at you as a key member of the business, non-profit or association communities; new (and very ) welcome bounces in show room visits occur; prospects actually start to do business with you; and community leaders begin to seek you out.

Your public relations professionals can be of real use for your new opinion monitoring project because they are already in the perception and behavior business. But be certain that the PR staff really accepts why it’s SO important to know how your most important outside audiences perceive your operations, products or services. Above all, be sure they believe that perceptions almost
always result in behaviors that can help or hurt your operation.

Go over your plans with them for monitoring and gathering perceptions by questioning members of your most important outside audiences. Ask questions like these: how much do you know about our organization? Have you had prior contact with us and were you pleased with the interchange? Are you familiar with our services or products and employees? Have you experienced
problems with our people or procedures?

The cost of using professional survey firms to do the opinion gathering work will be considerably more than using those PR folks of yours, who are already in the
perception business, in that monitoring capacity. But whether it’s your people or a survey firm asking the questions, the objective remains the same: identify
untruths, false assumptions, unfounded rumors, inaccuracies, misconceptions and any other negative perception that might translate into hurtful behaviors.

It’s time to establish a goal calling for action on the most serious problem areas you uncovered during your key audience perception monitoring. Will it be to straighten out that dangerous misconception? Correct that gross inaccuracy? Or, stop that potentially painful rumor cold?

It goes without saying that setting your PR goal requires an equally specific strategy that tells you how to get there. Only three strategic options are
available to you when it comes to doing something about perception and opinion. Change existing perception, create perception where there may be
none, or reinforce it. The wrong strategy pick will taste like pancake syrup on your Finan Haddie, so be sure your new strategy fits well with your new public relations goal. You certainly don’t want to select "change" when the facts dictate a strategy of reinforcement.

Here, good writing comes to the fore. You must prepare a persuasive message that will help move your key audience to your way of thinking. It must be a carefully-written message targeted directly at your key external audience. Select your very best writer because s/he must come up with really corrective language that is not merely compelling, persuasive and believable, but clear
and factual if they are to shift perception/opinion towards your point of view and lead to the behaviors you have in mind.

At this point, you must select the communications tactics most likely to carry your message to the attention of your target audience. There are many
available. From speeches, facility tours, emails and brochures to consumer briefings, media interviews, newsletters, personal meetings and many others.
But be certain that the tactics you pick are known to reach folks just like your audience members.

Since the credibility of any message is fragile and always up for grabs, how you communicate is a concern. Which is why you may wish to unveil your
corrective message before smaller meetings and presentations rather than using higher-profile news releases.

Inevitably, the need for a progress report will cause you to begin a second perception monitoring session with members of your external audience. You’ll
want to use many of the same questions used in the benchmark session. But now, you will be on strict alert for signs that the bad news perception is being altered in your direction.

A source of comfort for you, should program momentum slow, will be the fact that you can always speed things up by adding more communications tactics as well as increasing their frequencies.

Calling tactical devices just that, avoids confusing them with the broader, more comprehensive mission known as public relations. A mission that allows managers of all stripes to alter individual perception in a way that leads to changed behaviors among key outside audiences, thus insuring the success of that manager’s operation.