Wallace and Ruth

We’re doing some (early) spring cleaning at the AHA office. As we go through files, media coverage binders and jump drives, we have the opportunity to reflect a little on campaigns and projects from the past. This week, we came across the files for one of our favourite creative campaigns. In the early days of AHA, we were fortunate enough to be asked to work on a documentary series called Healing with Animals, produced by Mystique Films. This was a fabulous series that focused on how animals help humans heal.

We wanted traditional media coverage for the launch of the series. (This was back before social media was as widely accepted as it is today… Seems like a million years ago, but in reality we’re only talking about seven years.) We also wanted ongoing coverage as well. We were fortunate that the filmmakers (Mary Bissell and Chris Bruyere) were out-of-the-box thinkers and “got” what we wanted to do, because we used a creative approach that took a bit of a leap of faith on their part. (Which is why we loved working with them!)

One of the segments focused on Wallace, a llama that would visit homes for the elderly. It turns out that Wallace loved people and that seeing a llama in their lobby created a positive reaction in some of the elderly, especially those suffering with dementia. Quite often, the surprise of seeing Wallace would pull the person into a period of reality. They were able to interact, converse and connect in a way that they normally struggled with due to their condition. Wallace loved the attention and the people he visited loved him.

We ended up generating a huge amount of national coverage for the series and Wallace was one of our “stars.” Our client was thrilled with the results.

The lessons we learned working with Wallace were many—below are the top three.

If you are pitching media, do your research.

We knew that (at that time) national talk show host Vicki Gabereau had a soft spot for animals. She ran a weekly spot showcasing pets that were up for adoption. She owned two labs. We saw an opportunity here to appeal to her personal interest in animals, as well as to pitch why it was good for the show as a whole.

We customized our pitch to reflect the key points we knew about Vicki and the show. It wasn’t a generic pitch; it reflected the show’s mandate and touched some personal interest points for the host. The producer loved the idea and Wallace and our client were invited to come on the show.

Get the most value for your efforts.

Wallace lived on Vancouver Island and The Vicki Gabereau Show taped in downtown Vancouver. There was a body of water between us. Wallace’s wranglers brought him over via ferry. (He loves the ride and had his own customized van for travel.) It took a lot of time and effort from everyone involved to bring Wallace to Vancouver to appear on the national talk show. In order to make the most of this opportunity we added an autograph session to Wallace’s visit. (I mean, really, how many times in a communicator’s career do you have a llama in the downtown core of Vancouver?) Prior to the taping of the talk show, we had Wallace at the corner of Burrard and Robson (one of Vancouver’s busiest corners) “signing” hoof autographs for fans. Wallace loves people, so he was in his glory with the tourists, the children and everyone coming to meet him and pet him. We sent out a photo opportunity notice to media across the country—explaining that Wallace was in town to be on The Vicki Gabereau Show to promote his segment in Healing with Animals.

There was huge national coverage on this. The coverage not only showed images of Wallace in downtown Vancouver, but also mentioned his upcoming appearance on The Vicki Gabereau Show (the show was live to tape so aired a day later) and mentioned Healing With Animals and when it aired. Everyone benefited.

We also had a shot taken of Wallace on the corner signing autographs and sent this out to community papers and other media that couldn’t make the photo opportunity. This also generated coverage and it was used in promotional materials for the show, providing additional value to the filmmakers and the broadcaster.

Do whatever it takes to get the job done.

People have an idea that the life of a communicator is filled with nice lunch meetings and business class trips to posh client organizations. Not my life, not that I would trade it for anything.

I learned a lot about llamas while working with Wallace. 1) They spit when they are mad. (I am grateful I never made Wallace mad at me.) 2) If Wallace really liked you, he would lean in for what seemed to be a kiss, and then he would expel air in your face. No spit, just stinky llama breath of affection. (He seemed to really love me!) 3) They won’t go to the bathroom unless there is already llama poop at the spot. Well, Wallace needed to do his business before we took him into the studio. His wranglers had thoughtfully brought a bag of llama poop with them. It was my job to put out the poop so Wallace would then do what he needed to… which he cheerfully did. Then it was my job to pick up all the poop.

There I was, in a small parking lot just off Burrard Street, picking up llama poop in my business clothes. Such a glam life I lead.

It was refreshing to read this article on pitching on Ragan.com. New York Times Tech Journalist David Pogue talks about the pitches that grabbed his attention. (Just for the record, we are big fans of Pogue!) It’s worth a read. And if you think the information provided by a tech journalist isn’t relevant to your organization and what you want to pitch – you’re dead wrong. This approach translates to almost any proactive media pitch for any industry. It’s about being relevant, being timely, understanding what the journalist or blogger is interested in, and catching their attention in a way that works for that particular blogger or journalist.

Great media and blogger relations takes time. Don’t slap together a news release and shotgun it out to everyone. It doesn’t work that way anymore!

It seems pretty straightforward to me what to pitch to us. Which makes us shake our heads in wonder when we get pitches from random PR agencies and independent PR practitioners that have nothing to do with what we write about here. It looks to me like some people just grab any email they can find and send out a news release or pitch, whether it is relevant or not. We suspect they might then go to their clients and say, “We developed a database of 10,000 journalists and bloggers and have reached out to them.” What the client isn’t hearing is that if they are sending useless (and sometimes annoying) information to journalists and bloggers. It’s not good for the organization’s reputation or the agency’s.

We remember who these people are, who the organization is and while I may not have much power or influence in these type of things, I can tell you when we get together with colleagues and friends who are in this field, who are journalists, who are bloggers – the discussion turns to this and we talk about them. And not in a good way.

When someone comes on board as AHA Crew, we ask them how they build their media and blogger lists. What their criteria is, how they define who are the right journalists/bloggers to approach, and how they would approach each media outlet, journalist or blogger. It’s about being strategic, targeted and taking the time to do it right.

So, if you are one of the people pitching us on story ideas that are so off topic that it makes us laugh out loud – please stop. (I doubt this will work because I am sure none of these people take the time to read this blog.)

If you are one of the communicators that care, check out the media outlet, the beat or column, the pieces that the journalist you are pitching focuses on. Read the blogs and subscribe to them. Media/blogger relations is an important component of what we do; take it seriously. Give the journalists and bloggers the respect they deserve. You will get better results.

That comment always surprises me. Pitching journalists, producers, bloggers – everyone that has a role in sharing a good story – is one of the most challenging, rewarding and FUN things we do here at AHA. We have a solid crew here when it comes to identifying and telling an organization’s story in an interesting and compelling way. We have a defined process of how we develop a story idea, which media we target with the idea or angle, and when. It is all planned out – and every component matters.

Sometimes, we will get someone asking us to remove them from an email list. It happens. Not often, but it happens. So we remove them immediately. Respectfully. Even if their request to be removed wasn’t done in a way that we thought was respectful. We don’t get into email or Twitter dust ups with people. It’s not who we are as AHA and it’s not who we are as individuals. It’s not personal. We don’t need to be right. We just want to get positive coverage for our clients. Sometimes that means taking a step back and realizing that the response isn’t about us (or if it is – understanding why).

When I was at Maclean’s, we knew who the good PR people were and who sent out news releases for no reason. We worked with the good ones. It was that simple. The world has changed drastically and social media adds a new element to media relations. We still strongly believe that if you treat people with respect and if you choose to not take it personally, it’s for the better. Of course, targeting who gets your pitch or release and having a good story to tell goes a long, long way.

When I was at Maclean’s, I saw a great deal of “junk” come in from PR people. In fact, I once had a tire (yes, a full sized, real tire) delivered to me from a company that wanted me to cover their new winter tire sale. First of all, I was an entertainment reporter and not only was this not newsworthy, it had nothing to do with what I covered. Additionally, Maclean’s would never cover this kind of story and finally, what good was this tire to anyone? In my opinion, it was a waste of time, effort and it was not environmentally friendly. I wonder how many tires they delivered that day…

Our AHA blog is listed in Cision as an editorial product. (Cision is the largest and best media database out there – and the database that AHA subscribes to.) While that’s a nice little accolade to have, the downside to being listed in Cision is that we get all kinds of media pitches and news releases from people who have no idea that we are a PR firm, who don’t read this blog and who are clearly just spamming everyone on some database they have built.

We take our role as media relations specialists seriously. I never want to send something to a journalist or a blogger that is useless. And it really bothers me that people are sending out irrelevant news releases to the media. No wonder journalists and bloggers are cranky with PR people. When I see the useless stuff that comes to us, it makes me cranky. On top of that, I would bet that some of these same people are saying to their boss or client: “We have a database of 10,000 journalists and bloggers that we will share this news with.” That number means nothing if the news isn’t a) newsworthy and b) relevant to that journalist or blogger. It’s better to have three people on your database that might be interested in your story than 5,000 who see you as a spammer.

This isn’t rocket science; it’s common sense. Think about the media you are reaching out to and why this news will be relevant to them and their readers or audience. Take some time and do it right. You will generate more coverage and you will stop giving good PR people who actually put some thought into media relations a bad name!

One of the challenges our industry faces is that we aren’t taken seriously or we aren’t trusted by reporters. I can’t tell you how much I dislike the word “spin” when it is used in context of what we do as communicators. It’s a nasty, dirty word as far as I am concerned. As many regular readers of this blog know, I spent a great deal of my career working at Maclean’s. I worked with some of the best journalists in the country and I had the opportunity to learn a great deal from them. Some of the best lessons came from the discussions around news releases or pitches from PR people. Journalists can smell spin a mile away and they are trained to question, investigate and research the claims that are made about everything. Even today, when budgets have been cut, when there are less journalists to do the work, it shocks me when an organization puts forward a claim that isn’t true or that has been changed to suit their purposes.

Good journalists have a sixth sense for the truth and, believe it or not, they all aren’t out to damage your organization’s reputation. They are on a quest for the truth and see it as their role to inform the public. And in this day and age of social media and citizen journalism, if you tell a fib, a white lie or an outright lie, you will be called on it. It’s that simple. And if you made a mistake, acknowledge it. Explain what happened and what you are going to do to make it right and ensure it never happens again. It’s pretty straightforward. And consumers, shareholders and the general public have been telling us for years that’s what they want. It’s when you are deceitful, dishonest or inauthentic that the issue grows.

I think that one of the reasons that our brand journalism services are of interest to organizations is that through a range of mediums (videos, podcasts, articles, Q&As, etc.) they are able to tell their story with authenticity and credibility. This approach allows the organization to talk about the challenges (which every organization has) in a way that also allows them to showcase their successes.

How are you handling your media relations outreach and how does that reflect your organization’s culture when it comes to your reputation?

I mentioned in Monday’s blog post that I would focus on some of the tools we, at AHA, provide to clients and why they are of value. I think before I do that, I should take a step back and define what good public relations is – to us. (I don’t want this blog post to be too long, so next Wednesday I will focus on the specific tactics. Although, I have to warn you, I got a bit carried away – today’s post is a little long!)

Good public relations is working in partnership with clients. Even when it is challenging, we tell them what they need to hear – rather than just take orders and deliver what they want us to. We identify what they need (which isn’t always the same) and we approach what we do with optimistic realism. Timelines, deadlines, client resources and budgets also have to be taken into consideration.

Good PR is about building positive long-term relationships. We can build excitement about the launch of a new product, service or initiative; but we always advise our clients that – whether it’s us or in-house moving forward – the launch is just the beginning. You need to consistently provide relevant, informative, engaging and authentic communication to media, bloggers and all stakeholder groups.

Good PR embraces the critics. The online world provides an incredibly valuable focus group that organizations can tap into on a regular basis. The fact is, some organizations will always be criticized, no matter what they do. The key is to recognize the value of what you can gain from listening and, when appropriate, responding to the criticism.

Good PR blends both reactive and active. Proactively reaching out to stakeholders and responding quickly to opportunities and potential issues are both important in public relations.

Good PR is measurable. Understanding the objectives of a campaign, project or initiative is important. Defining what you want to achieve (in an optimistically realistic way) is crucial to measurement. There are many tools and technologies that can assist in measurement. We believe that measuring should be an ongoing approach throughout a campaign – not just at the end – so adjustments can be made as necessary.

Good PR is credible and balanced. This is a point that is often the most difficult for some senior executives to understand. We are experiencing a shift in how consumers expect organizations to communicate. They don’t want challenges or issues to be fluffed over or – worse – hidden or denied. Truth, transparency and authenticity are crucial to building long-term relationships. This is an area that is sensitive and needs to be strategically managed. Having an open and honest discussion with your public relations team about this approach can provide huge value to your organization.

Good PR builds your brand; it is at the heart of reputation management. An organization’s reputation is built day by day, action by action; and public relations helps to share the success, achievements and community interactions of your organization. Sharing what your organization does well and how you participate in your communities is of huge importance. Should an issue or a crisis happen, you have already built credibility and trust with your stakeholders.

Good PR is only as good as your service, product or initiative, and how clients or customers are dealt with comes into this. Good PR can create interest, engage people and raise the profile of your organization, but then it’s up to the people to deliver on the brand promise. Good PR can’t fix a bad company – and it shouldn’t.

And, of course, good PR tells the story of your organization. There are so many incredible stories that are begging to be told; it’s one of the things that inspires us at AHA. Telling stories in different formats for different audiences is at the core of good public relations. People love a good story. They want to cheer for an underdog and see someone break down barriers and succeed. They want to know how something came about and why it matters. They want to know about the “human” side of an organization – about the people, the passion and the community. A good story that is well told and delivered to the right people, using the right medium, provides huge return-on-investment.

What do you think? What do you consider good PR?

To help determine your story’s news value, ask yourself the questions below.

Is the story timely and relevant? It’s surprising how many things are put forward as great ideas and when we dig a little deeper, we realize that it’s not timely. With few exceptions, there is a time element attached that makes the story “old” before you realize it.

Does the story have significance to a trend, a cultural standard or shift? What does the story mean in the bigger context of your organization, industry or the world? Does it show a shift in how things are done? Is it a part of a growing trend or does it buck a trend that most people are starting to see as a standard?

Who will care about this story? We have had clients with “news” that makes their team jump and down with excitement, but outside of their organization, it means nothing. Understand that what might be of interest within your industry, may have no value to the larger business community. It’s still may be worth telling a story to a specific audience, but it’s important to know who that audience is.

What is the best way to tell this story? This is all relevant to the specific story and the audience you want to connect with. Sometimes video is the right medium, other times, an editorial style article or a white paper provides a more relevant way to share the information. Deciding how to tell your story first starts with finding out what stakeholder group you want to tell it to, then identifying how this specific group likes to receive information, and then determining the best way to tell the story. All of these elements have to come together and create a compelling “package” for the story. If you create a video for a demographic that doesn’t watch video, you likely won’t get many viewers. However, it may be that you have multiple stakeholder groups and need to tell the story through several mediums – a video, an article and a Q&A with experts.

How can you expand and extend the reach of this story? It may be as straightforward as telling the story through different mediums. It can also be telling the story from different angles through those mediums – the technical aspect, the human resources aspect, the collaboration and teamwork, or the business outcomes. Once you have defined the story and the primary audience and mediums(s), take another good look and search for additional opportunities. Is there a complementary approach that would let you create something that can be shared with your board of directors, with government, or used in sales meetings or speaking engagements?

AHA Has NEWS!

There is a great deal of energy at AHA today – right across the country – from our offices in Gibsons and Vancouver to our long-term contractors in Calgary, Toronto and Halifax. Today, we officially launch our Brand Journalism services. You can check out some information on these new services here.

The fact is – Brand Journalism has been around for several years; McDonald’s CMO Larry Light coined the phrase in the early 2000s. There are many definitions out there. Some we agree with; some have a different approach than we do. Our definition can be found here.

At the heart of what we bring to clients with our new AHA Brand Journalism services is the opportunity for you to tell your story to your stakeholders in a credible, engaging and interesting way, using the right medium for the right audience. That also means getting it out to your audience through the right distribution channel – whether that’s a social media network, your website, YouTube or other avenues. (There is also a crucial measurement component and the expectation that content created through the Brand Journalism approach will support the organization’s business objectives, but that’s for another blog post.)

At AHA, we’ve always had a focus on creating credible, relevant content for clients – whether it was for a news release, a targeted pitch, a video interview, video news release or other communication vehicle. It had to be newsworthy, it had to meet news values and whatever the topic, it had to be a compelling story. Identifying and packaging great stories has always been at the heart of great public relations and what we do here at our agency. But now, we’ve put together a world-class team of print and broadcast journalists and strategic communicators. You can see the team and our bios here. I will be blogging shortly about the Brand Journalism Team. The skill sets, expertise and experience on this team are exceptional and we’re incredibly excited about each person and the combined talents.

Back to the topic at hand. We all know that the world has changed drastically when it comes to communication. A decade ago, the most strategic way for an organization to get its story told was to generate media attention. While media relations is still an important component of what we do, there are additional opportunities to tell your story – directly to your stakeholders. This is where Brand Journalism comes in. We work with you to define goals and objectives and identify great stories about your organization, your brand and the people – employees, your senior executive, customers or clients – who bring your brand to life. We also help you to develop a clear understanding of your stakeholders – from staff to potential and current clients or customers, to industry influencers and thought leaders, to your board of directors, to media, and to government. This includes reaching out in the way that specific stakeholder groups expect or need to be communicated with – and when. We don’t just create great content and walk away. We help you to reach out to your target audience and engage. We measure your success and challenges every step of the way so that we can refine or evolve the program. We also look at how we can effectively maximize and repurpose the use of the content – making the most of your human resources and budget. It’s all about providing great content, great value and telling a great story.

This is the first blog post outlining the value of Brand Journalism and showcasing the new AHA Brand Journalism services. Over the next few weeks, we’ll blog about how Brand Journalism can augment, support or extend your media relations campaign, how much we respect and admire journalists and bloggers (Brand Journalism isn’t about replacing the media), and about our Brand Journalism Team and what the benefits might be to your organization.

There is a great deal of passion behind our new Brand Journalism services. We strongly believe in the value of these services. We are confident in our ability to deliver exceptional, professionally produced stories in a range of mediums that will engage and interest your stakeholder group(s) – not to mention the positive impact it will have on your overall brand’s reputation.

We’d love to hear what you think about Brand Journalism.

If you think your organization would benefit from our services, please send me an email or give us a call at 604.303.1052.