Archive for February, 2012

If You Won’t Share Your Story, The Media Can’t Tell It! (So Don’t Get Mad When They “Get it Wrong”!)

Wednesday, February 29th, 2012

This morning I received a response from a media rep I was working with to connect with a source for a story that has the potential to reflect negatively on the organization–a rather large organization. After working with her for about a week, she sent an email that said: “We’re going to have to pass on commenting. Sorry.”

As someone who has also been in her shoes, on the other side of the great divide between organizations and the media, I’m sure that she is.

I’m sure she knows, just as well as I and other communication professionals do, the problem (more…)

Effective Apologies

Monday, February 20th, 2012

There is research to suggest that companies that fail to meet customer expectations, but perform service recovery effectively, can achieve higher satisfaction levels than companies that never failed to meet expectations in the first place.

It’s known as the service recovery paradox and there is plenty of evidence to suggest that (more…)

PR/Media Relations – Wearing Two Hats Yields Best Practice Insights

Monday, February 6th, 2012

I’ve always considered myself fortunate to have a perspective on both sides of the PR/media relations business. With my “communication consulting hat” on, I work with clients interested in receiving media coverage to help boost their credibility and establish them as thought leaders in various areas of expertise. When doing this work, I’m actively pitching or responding to queries from writers and journalists who are covering certain topics. The goal, of course, is to prompt them to “pick me” – or my client – as a potential source.

I’ve been pretty successful doing this and I think a lot of the reason for this stems from (more…)

Do You Care About Where What You Read Comes From?

Monday, February 6th, 2012

I’m researching an article on the publishing industry and the impacts that self- and e-publishing have had on traditional publishing, how traditional publishers are responding, the implications for content consumers (us!), etc. It’s been a fascinating process and I’ve connected with a number of experts from every point along the continuum from traditional to e-publishing.

One of the key points that continues to be raised (more…)