Posts Tagged ‘public relations’

Online Reputation Management PR – Don’t Use In Isolation

Friday, June 3rd, 2011

The Times ran a story this week on how celebrities were using PR agencies to drive bad news that is circulated online away from public’s view – burying it away in pages people rarely visit.  Times reporter Billy Kenber followed up his initial piece with further insight on how some agencies work.  There is a problem with his piece though, that being the insinuation that it’s solely PR agencies that are behind these shady practices.

Reputation management as we know is not a new discipline within public relations.  The skills needed have been around for many, many years.  That said, since today we are influenced by what we read online and what our friends and peers share with us the need and demand for online reputation management (ORM) has dramatically increased.

Reputation is at the core of any business. It shapes our trust with brands and individuals.  If that trust is challenged we take our business elsewhere, which is why in today’s real-time and connected world it is essential to keep track of how communities can build or break reputations.

Kenber gave the example of Woburn Safari Park who allegedly paid an agency to bury news stories about a critical report from the Department for Environment , Food and Rural Affairs  (DEFRA) on the conditions of the animals in its care.  Weeks after stories were published The Times reported that the park hired the services of an online reputation management agency.  If this is all it did then rightly so one can be critical of how it acted given DEFRA’s findings.  Certainly not a way of repairing a reputation.

Online reputation management agencies are not public relations agencies.  There is a need for their services, but these should be used as part of a much more strategic campaign.  Burying bad news and the associated debate that takes place online is not going job is not going to serve a company good in the long-term.  In fact it is likely to do further damage.

Public Relations is about reputation.  It is as the CIPR states about ‘the planned and sustained effort to establish and maintain goodwill and mutual understanding between an organisation and its publics.’  Key words here are planned and sustained.  Making a sustained effort is much more that just burying news, much more that negative briefings.  It is in today’s business and consumer environment about real-time decisions that can humanise a brand and assist it in gaining support and the much needed understanding.

There is a need for the skills that Kenber highlights.  We have seen plenty of examples of how small businesses have suffered because of critical online reviews that have either been wide of the mark or libellous.  We should remember that people have different standards and can quickly mount negative online assaults, often without realising how they are opening themselves up to a legal dispute.

PR agencies do use whatever is needed help organisations protect their reputation.  But, it is these PR agencies that use these tools in proportion to what is needed to achieve.  If a client or employer has messed up the damage has been done.  Doing what Kenber talks about only makes matters worse.  A professional communications agency would have advised to stay clear of burying bad online news.  Agencies that would do this kind of work, do it without understanding the bigger picture.

Super Injunctions, A Failed Tool In Reputation Management

Friday, May 20th, 2011

House of Lords member Lord Stoneham of Droxford yesterday used Parliamentary Privilege to make public details of an #injunction that former #RBS Chief Executive Sir Fred Goodwin had on the story that he was involved in an extra-marital affair while the bank was collapsing in front of him.

The comments were made in the Chamber at the Palace of Westminster hours before legal teams met at the High Court to discuss said gagging order, with one party seeking to have it overturned.  Sir Fred himself did not object to the removal of the injunction, which enables the media to run with a story that will put plenty of heat on him once again.

Injunctions and super-injunctions have been making the headlines recently because media outlets have been unable to report on the more salacious stories that are doing the rounds about high-profile personalities.  The pub gossip that people take part is censured.  Some people criticise the judiciary, claiming that it undermines the press.  Others believe that Privacy is a basic human right that requires individual mistakes to not be splashed in the press.

My view is that the press and the individuals using these injunctions and super-injunctions are right.  The problem is that in between both arguments lies what is known as public interest, a term used by the media as a ‘catch-all.’  With this self-regulated tool, the media can invade the privacy of anybody and any organisation.  And there lies the problem.  Organisations need to be accountable, as do the people working for them and for government.  That said, there is a fine line that divides a mistake from the effect it has on an organisation.

The law has always been a tool in the public relations armoury.  Reputation management has used the law to gag a story from being discussed in the media, very much under the impression that if the media is not able to run the story then nobody will know the issues that can be damaging to their clients reputations and trust.  This is naïve, stupid and out dated.  Public relations is rarely able to repair the damage that requires this kind of force.

Yes, there is a need for Privacy and there is a need for injunctions and super-injunctions.  The question is, should they be made available and affordable to everyone?  Yes.  Should there be further debate on which applications receive one?  Yes.  Duplicity and double-standard needs to be outted.  From a public relations perspective, reputation management is always harder when the damage has been done, even though said damage is not yet in the public arena.

How many times have we as PR professionals held our head in our hands wandering how we can repair the damage by some ill-conceived decision or action?

The current debate about injunctions and super-injunctions is of course in the media because details of many of these have been outted to social networking sites.  The fact is that we live in a less media centric world where consumers of news can obtain gossip and stories online.  It is this that smashes the legal structure and protection that the law affords to individuals to protect, rightly or wrongly, the privacy and reputation.  But this in itself is a misnomer, because sites such as Google, Facebook and Twitter are based overseas in jurisdictions with firm legal structures.

Social and search sites can be notified and given due time to remove content that libels clients.  But this course this course of action to protect one’s soiled reputation carries it’s own risk – reputation is about trust and trust is won and lost in the court of public opinion.  It is the members of this court – you and I, that gathers information and consumes it.  The fact is that we live in a world where there is less control, which is why PR should learn this and work within the new structure that social networking has created.

I have given presentations to a series of law firms, highlighting how social media and it’s central pillar of information sharing, which happens cross jurisdictions can undermine their work.  The skills and ability to share information without leaving a trace is there.  The internet is a channel that crosses geographical boundaries.  There is concern that such tactics are being used within journalism to undermine the case for privacy.  It is a case of cat and mouse, and at the moment the media is the mouse the law is the old lethargic cat.

Social media has become a tool that can undermine law and if not undermine then push it into the 21st century.  For many the law is just a form of censorship that prevents free speech and public interest.  In fact a well-known blog has made available a Google Document listing all the supposed injunctions that currently exist.  Today it is a question of if you search you will find.

Reputations today are being saved and more importantly destroyed by our own human willingness to engage in hearsay and gossip.  Individuals, companies and brands spend a lot on projecting an image that attracts business.  They should be protected, but only if the actions for which they seek an injunction or super injunction are not duplicitous.

Reputation management is today a skill amongst public relations practitioners that requires real-time management.  Controlling a crowd is nigh on impossible.  Once the damage is done an injunction will only act as a plaster.

PRs have to work not just with the legal court, but importantly the court of public opinion, a court that is a well briefed by content that is available online.

BREAKING NEWS:

It appears that a UK Premier League player has started legal proceedings against Twitter to secure the disclosure of the currently ‘unknown persons’.  Legal firm Schillings said in a statement, “to obtain limited information concerning the unlawful use of Twitter by a small number of individuals who may have breached a court order.”

We assume that such action will be taken by a partner law firm in California, though given that the unlawful act has taken place in the UK, a separate legal jurisdiction, it is going to be tricky to see how this works.  Of course, if those people who started the allegations are in the UK then they will not be eligible to America’s Constitution First Amendment, which allows free speech.

Burson’s Social Reputation Damaged By Facebook Work

Sunday, May 15th, 2011

Global public relations and communications agency Burson-Marsteller was outted last week by a blogger for planting anti-Google stories for Facebook that would smear the reputation of the search giant.

Blogger Chris Soghoian was approached by Director of Burson-Marsteller’s Washington DC Media Practice John Mercurio to see if he would write an op-ed for a top-tier media outlet that from a PR perspective would further raise awareness of privacy issues surrounding Google’s business.  Soghoian rebuffed Mercurio and published their email correspondence, which was subsequently picked up by The Daily Beast who confirmed that Burson’s client was the social networking mammoth Facebook.

The assignment raises questions not just about the ethics of PR in promoting one set of views over another, but also our industry’s understanding of the media landscape in which it operates.

Let’s not be naïve, assignments such as the one that Burson accepted does take place.  It is part and parcel of what the business world.  Briefings, allegations, misinformation are tactics that while they are crude, are part of certain people’s skill-set.

That said, one of the first questions that needs to be asked is that of why did Facebook deide to or even agreed to a campaign to highlight the failings of a competitor?  Such campaigns, as we have seen, carry a lot or risk and can leave ones reputation severely damaged.  Why didn’t Facebook embark on a communication initiative that would highlight it’s strengths, while ignoring competitors weaknesses.  Strategically the answer lies within Facebook and the counsel it received from Burson-Marsteller.

All this said and knowing about the factitious relationship that exists between these two giants, questions have to be asked about the quality of Burson’s work, an agency that I must declare I did work for in 2008.

The content, structure and tone in the brief email correspondence between the two parties that Soghoian released raise a number of key points and questions:

Bearing these points in mind and from reading his email exchange with Soghoian one questions why Burson would have Mercurio work on such a project.  Let me highlight the reasons I ask this:

  • In Mercurio’s opening email on May 3rd, John addresses Chris Soghoian as ‘Mr. Soghoian’.  Would a person who had a close working relationship with this blogger address him as ‘Mr’?  Isn’t this quite a detached introduction from somebody who does not have a strong working relationship with said blogger?
  • Mercurio is a Burson’s Director of Media with a background in politics, why is he involved in blogger relations?  Surely this would have been the responsibility of a tech team or at least of somebody who would not approach Soghoian with a ‘Mr. Soghoian’.
  • While Mercurio offered the opportunity of an op-ed piece, why is it he and not somebody with a better working relationship offering Soghoian this opportunity?
  • Why is Burson using email to connect with bloggers, knowing full well that email correspondence can be leaked?

Such work is only successful if there is an element of trust that you can work on.  Approaching bloggers in such a cold manner leaves not just an agency such a Burson-Marsteller open to attack, but also the client who rightly so would expect anonymity.

Mercurio is trained as a journalist, with a background in politics.  Surely he has experience on how to received leaks and how to protect sources.

From a communications perspective the whole operation leaves one questioning not just the suitability of Burson for such an assignment, but the internal understanding of how views and opinions are shaped in a world that is less media-centric.  There will be plenty of internal questions within this prestigious agency given that it isn’t just Facebook’s reputation that’s been damaged.

PR Week’s Ditching Of AVE’s Helps UK’s PR Industry Stand Up With Confidence

Thursday, March 24th, 2011

After much behind the scenes debate the UK PR industry has finally taken a step out of the shadows and stood tall.  The UK’s leading public relations title PR Week announced this week that it would no longer ‘accept AVEs (Advertising Value Equivalents) as a method of measurement in its awards.’

For years, clients and agencies have rightly been asking in-house and agency PR’s for metrics to confirm their investment in communications initiatives.

For some very inexplicable reason the PR industry decided to measure the success of it’s work in advertising terms.  Hmmm.  How confident this was.  We’ve placed a great story, which the journalist feels is strong and newsworthy and worth a few column inches.  The story carries a number of the client’s ‘key messages’ and we going to tell the client that our work has helped them save X amount because had they bought the advertising space they would have had to spend Y.  What a totally undermining and ridiculous way of measuring the success of professionals whose job is to understand human behaviour and promote causes, values and beliefs to wide ranging audiences.  No wonder those in ad-land have been enjoying Champagne budgets.

The Chartered Institute of Public Relations, of which I’m a member of it’s Council, have been having it’s own debate for a number of years about the value of AVE’s.  Last June in Barcelona the CIPR along with the Global Alliance For Public Relations decided to move away from AVE as a standard measurement system.

So, with PR Week now not accepting this standard in entries for it’s awards, the question is now about how long it will take industry to focus on other measurements and accept PR for the strength it provides to brand and reputation development and management?

In my opinion Public Relations should be the driver and not the subservient to disciplines that traditionally command the big budgets.

A hat-tip to PR Week, but we still have a long way to go until we are perceived for more than just people doing media relations and gaining column inches.

Facebook, Mobile And Convergence are subjects that dominate FT Digital Media Conference

Monday, March 14th, 2011

BBC DG Mark Thompson

Convergence.  This was one of the keywords that came of out of this year’s 2011 Financial Times Digital Media & Broadcast Conference.  It’s taking me some time to pen this, but I wanted to share some of the key points that were discussed.

Last year the conference coincided with the BBC unveiling the results of it’s Strategy Review.  This year gathering started on the same time as Apple unveiled its much-anticipated iPad 2, Facebook announced the rollout of its Comments plug-in and the all-important decision from the Department for Culture Media and Sport Minister Jeremy Hunt MP to allow News International’s full take-over of BSkyB.

Chief executives and senior board members gathered in London to outline their thoughts on an industry that is changing at breakneck speed.  It’s an industry that is no longer operating by itself, but a sector that is being driven by the technology that their own consumers are engaging with.  And the speed of adoption is forcing many boards to re-evaluate how they engage with their audiences.

Mobile and social networking are the two platforms, the two elephants in the room, that media and broadcast organisations are still struggling to grapple with.  They are also the platforms that public relations professionals must fully grasp for themselves and their clients.

BBC Director General Mark Thompson highlighted this year how ‘new media’ and the consumer have shaped how it offers content.  The corporation accepted that consumers want the BBC’s content on every platform.  Its iPlayer is today available on the iPhone and iPad, with Thompson confirming that people even watch BBC content on their mobiles in bed.

Thompson understands simplicity and highlighted that the iPlayer works because it is straightforward.  In January of this year 162 million downloads were made through the iPlayer, this in a country of 25 million households.

Thompson confirmed that 2011 is the year of convergence, stating that strength is with those that have a strong presence online and understand the value of simplicity.

One of the areas that the BBC Director General is looking at is the power and influence of social recommendations and how this will shape how we all watch television.  Indeed Thompson confirmed that the BBC and Facebook are having conversations.

Speaking at the conference Facebook’s EMEA Managing Director Joanna Shield confirmed that the company now has 30 million active users in the UK, accounting for 1 in 2 of the population.  Talking about how it ‘supports‘ UK media Shields highlighted that 10% of the Daily Mail’s web traffic now comes from Facebook and that the sites plugins have helped The Independent gain up to a 700% increase in traffic.

Talking of Facebook, Sales and Marketing Director for mobile provider 3 Marc Allera in a separate session said that a staggering 75% of their data traffic is directed to Facebook – an incredible statistic.  Allera also said that 90% of 3’s sales are Smartphone’s.

Facebook is the platform of choice for the consumer.  For business it is the ‘frenemy’, a business that delivers eyeballs to those with an online presence, but a business that can quickly cannibalise those that work with it.  Take Groupon and Livingsocial for example.  Both living in the hype, but both under the knife of Facebook, who a few days ago announced ‘a new service that will sell discounts deals to consumers.’ Sound familiar?

So, Facebook is becoming an entity in itself.  The stats show it, but for the time being, it is a fact that business needs to learn to live with it.  Equally, it needs to retain control of the data that makes it’s business a business.

I was going to ask, remember when clients used to ask about needing a Facebook Strategy?  Something that made PRs and Strategists cringe?  Well, there is a need to have a Facebook Strategy, but a strategy to manage them and avoid each business being cannibalised by this growing entity.  The data that companies share with the social giant make the same businesses vulnerable.

Convergence and Facebook, and of course all the other offerings.  The tables have turned and consumers are showing businesses how and where they want their content.

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About me

Hello. I'm Julio Romo. I'm a London-based independent PR, communications consultant and digital strategist. I am also a freelance journalist and trainer, providing insight and consultancy on how to secure better engagement through the changing media and digital landscape. 

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