Communications Archives - Page 10 of 33

Communications

Be prepared

Like a good Boy Scout, an effective communications person is always prepared – for just about anything. We have event kits full of five kinds of tape, scissors, pens, paper, ribbon, cellphone batteries and other might needs. We prepare for meetings with clients so that we can make the most of the time we have with them. We prepare for webinars, video blogs and even this blog. In our world, very little happens spontaneously. For the most part, the communications professionals I know are can think on their feet; that comes from years of being prepared for a wide range of scenarios. We are, in fact, quite a thoughtful group. We think through every angle, every probability, every possibility.

We thoroughly prepare for any media relations outreach; we go through all the questions a journalist might ask and we know the answers. We prepare. We research. We review all potential (not just probable) outcomes and we identify the appropriate next steps for each. We develop media kits and websites that might never see the light of day (and since they are usually created in case an issue or crisis arises, we hope they stay dark).

Even our quick phone call pitches to journalists are prepared (and reviewed) in advance. Here at AHA, we have strong professional relationships with many journalists and our e-mails and phone calls usually get a response. That’s because we know how busy journalists are and we respect that – and we prepare. We have our key messages outlined before we call or e-mail, we have researched to make sure we know what this journalist and media outlet is currently interested in, we have asked ourselves all the questions that we believe the journalist might ask and we have the answers (or we know who to get them from). We are prepared.

Quite some time ago, we had a client ask why we would spend so much time preparing to pitch a journalist. He thought it was a waste of time. He wanted us to just pick up the phone and call and set up a meeting for him with the journalist. We had to explain that journalists are busy and aren’t just sitting and waiting for a call to set up coffee with someone they don’t know and have never heard of (our client). A well-crafted pitch provides the journalist with background, context and the key news points in a way that engages and interests them. Taking the time to do this right is crucial. It can be the difference between unanswered e-mails and voicemails and obtaining media coverage. Preparation is a key element to success when it comes to generating media coverage.

Taking the time to properly prepare is, in fact, cost-effective. Time spent preparing means that you are equipped with what you need to do a good job and not backtrack, change direction or have to correct mistakes. It takes less time to do something right the first time than it does to go back and fix it.

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I had an interesting conversation last week with someone who is doing quite a bit for his organization in the world of social media. Without giving away too many details, I will discuss his approach and my questions/response to his approach here.

This person works in a high risk, high potential for negative response environment. He is very active in pushing information out via social media and yet when I asked how he manages responses and the potential for negative responses, he laughed and said: “We don’t respond at all – and if they are negative, we just delete them when we are able.”

In our conversation, I asked him what his organization’s objective was in using social media. His response was that it was for providing information to stakeholder groups.

I asked how he identified which stakeholder groups were on which social media sites. His response was that they took the most popular and used those (Facebook, Twitter, Instagram). I asked how he measures success. His response was that he doesn’t measure anything on social media, but measures how many people open his e-newsletter.

I have to admit, it was quite a disjointed conversation. I kept asking about his objectives and how these objectives would form his strategy, and I focused on the importance of measurement. He kept trying to convince me that using social media as a distribution system is a strategy. (For the record, I believe that using social media as a distribution system is a tool – not a strategy.)

There are many social media networking sites that can be of value to you in your communications planning. It’s important that using social media – even if it just means that you are monitoring it so that you know what is being said about your organization – be included in your overall communications strategy. It is only one component of your strategy and your tactical plan.

In our view, the development of a communications strategy needs to start with answering some key questions, including:

What is my overall objective? (What do I want my stakeholder group to know, do or think after I have informed, educated and engaged with them?)
Who is my target audience/community/stakeholder group?
How do they want/expect to receive information from your organization?
How interactive and engaged are they?
Where do they gather online and on which social networking sites?
How often will I communicate with the stakeholder group?
What will I do if there are negative responses?
What are the risks I am taking by reaching out? (How do I mitigate those risks?)
What are the resources (human and financial) that I need?
How interactive should my communication outreach be, relevant to specific stakeholder expectations and tools used?
How will I measure success? (What are the tools I will use? What are the metrics or baseline I will measure against? How often will I measure and what type of analysis will I use to understand the actions or non-actions of my stakeholder group in response to communication from my organization?)

These questions are just the start of what needs to be defined in order to develop a strategic plan for your communications outreach. And throughout the year, it is crucial that you review the success of your campaigns, initiatives and projects – and refine or even change them if you aren’t getting results.

I don’t know of any communications professional who doesn’t struggle with tight budgets or limited resources. We must be strategic to generate the most valuable results possible for each outreach. In this wired world, it just doesn’t work to simply push information out and hope someone is listening or reading. And, in my experience, pushing information out and not engaging in conversation is an issue or crisis waiting to happen.

It’s crucial to develop a strategy that clearly defines your objectives and outlines how you will measure success.

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I was fortunate; not only was I a voracious reader growing up with a natural ability with words, I also worked with some incredibly gifted writers and editors at Maclean’s. Working with some of the best in the country (I would say the world) makes you up your game. There is a much higher bar when the talent level of your colleagues is through the roof.

At AHA, we work with clients to write, review, revise and edit a wide range of documents. At some point, each project we work on involves the craft of writing – speeches, e-newsletters, web content, messaging and positioning, presentations, communications plans, video scripts, news releases, media pitches, media kits, briefing documents… the list goes on and on. And then there is the process of editing. Which is a very important piece of the puzzle. A solid edit can make a good piece great.

We are always interested in improving our craft. We take courses, participate in workshops and webinars, and read articles and books that give us tips and techniques to improve our writing skills. It is a never-ending quest for improvement.

Active voice vs. passive voice is something we look for in every document. While passive voice isn’t necessarily wrong, active voice is always right. Passive voice can be vague and it is an inefficient use of words. Active voice communicates a different energy and is more effective – it just works better. Grammar Girl has an informative blog post on it here. There is also a piece on Ragan.com that talks about cutting the fat from your writing which highlights the same approach. They are definitely worth reading.

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Here at AHA, we do a lot of writing. And I do mean a lot. Speeches, newsletters, articles, briefing notes, annual reports, op-ed pieces, video scripts, news releases… the list goes on and on.

If you write, that means you need an editor and a proofreader. Both of these are of great value and are two very different roles. And don’t let me forget, you also need a fact checker. I am fortunate in that I spent much of my early professional life learning how to write and about the value of the roles of editors, proofreaders (we called them copy editors) and fact checkers at a national news magazine.

We act very much like a magazine does when it comes to creating written communication. It’s a process and we take the time to do it right. And because we do it right, we have achieved great success on behalf of our clients. Our speeches have received standing ovations, the articles we submit to media get picked up on a regular basis, news releases generate media attention… you get the picture. It’s not because we are these incredibly talented writers who write one draft and then magic happens. We work at our craft. And it is work. It takes time, effort and focus – on both the information you want to communicate out and on how you tell a story.

I came across a great piece on Ragan.com that offers some tips and insight for writing, editing, proofing and fact checking. For anyone who communicates as a part of their job or in their personal life, this is worth a read.

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We just posted a new video on the front page of our website, and I have to say, we’re pretty excited about it. It is a graphic recording that we produced in collaboration with Tanya Gadsby of Drawing Out Ideas. Graphic recording is a creative way to communicate and it is a tool that can be incredibly useful in helping you to connect with your audience or community. The AHA video is only one example of how a graphic recording can be used; there are several other options, depending on your needs and objectives.

Tanya is exceptional at her craft. Not only was she an absolute delight to work with, she also brought a level of creativity to the project that was of huge value. She has a rare talent and is able to blend creativity with a strategic approach – it’s really impressive. She understood who we are (as AHA and as individuals) and she was able to help us to create a visual story that captured our uniqueness in a way that is engaging, compelling and useful. This graphic recording helps to showcase who we are and what we do, and it does it in an interesting and imaginative way.

The world of communication has changed. It is important that as PR professionals, we evolve with new tools and technologies. I believe that graphic recordings are a great example of a new way to tell your story or to explain a complex topic to your stakeholders. It’s different, it’s fun and yet it provides the opportunity to give details in a way that holds a viewer’s attention.

At AHA, we’ve always been interested in the visual components of storytelling – our Fast Take Friday video blogs are highly popular and we are looking at bringing those back soon. The graphic recording is another way to help connect with potential clients to explain what we do and showcase our ability to use new tools to tell stories.

For our blog posts, Paul has become an expert at finding the right images to help explain the information. Visuals are becoming more and more important as the world continues to search for information online. I love words, and I have made my living by stringing them together to tell stories for longer than I care to admit. However, words and imagery go together. As communicators, it’s up to us to identify and embrace new ways to tell our clients’ stories. Graphic recording is one of those new ways that we are incredibly excited about.

Do you have a medium that has worked well for you?

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