In my last post, we learned that a key technique to resolving problems is fostering dialogue with another person, or even a group of people. This wisdom comes from the best seller, “Crucial Conversations.”
Having the other person’s best interests in mind goes a long way toward resolving work and personal issues. That seems like a no-brainer. But when emotions get the best of us, conversations can go sideways in a hurry. Truly serving another person’s interests and seeing her point of view start with building mutual purpose and mutual respect during crucial conversations.
Here are some questions to ask oneself before engaging in dialogue:
Do others believe I care about their goals?
Do they trust my motives?
What would I do now if I really wanted to see
results?
You may be saying to yourself: I’m committed to those values, but I can’t get the other person to come around. The authors, through their countless use cases and observations of crucial conversations, admit that sometimes one has to create a mutual purpose. That may involve finding more meaningful goals, or longer-term ones.
It also means adroitly combining confidence, humility and skill to make people feel that they can safely contribute their thinking to a conversation.
Confidence enables various opinions to be contributed to the “pool of meaning” without threat or emotion; humility underscores that others have valuable inputs to contribute; and skill avoids the Fool’s Choice we learned about earlier.
Here are some phrases and questions to consider as you pursue mutual purpose:
“I want to talk about what each of us likes and doesn’t like. That way, we’ll be able to see what we need to do to improve and why”
“It seems like we’re both trying to force our view on each other”
“I commit to staying in our conversation until we have a solution that satisfies both of us”
“I’m beginning to feel you are upset with me. Did I do something to anger you?”
“Does anyone see it differently? Am I missing something here?”
What the authors make abundantly clear in imparting their techniques is they’re not advocating that every decision be made by consensus. “Dialogue does not equal decision-making.”
The real focus is on solving problems and building relationships. And to achieve those things, you need everyone to feel comfortable adding information and
perspective to a discussion.
When people are silent for fear of retribution or respond with vitriol, the results are the same: loss of safety and dialogue. But when they feel they can safely
contribute, the greater the possibility for true dialogue and resolution.
The ultimate goal in all of these techniques is to “aim for progress, not perfection.”
Probably the greatest single piece of advice I’ve ever heard about content creation didn’t come from a college class/professional course, or a boss/mentor, or any other supposed expert source. Instead, it came from the movie “Planes, Trains and Automobiles.” Here it is:
Yes, it’s said in anger and frustration as part of a much longer rant. The whole piece is brutally painful as well as brutally funny.
But within the comedy is a true pearl of wisdom: Try having a point.
Death of a story
We see this all the time. Someone at an organization recognizes that they need to produce content to demonstrate the organization’s expertise so they can gain a competitive advantage.
The organization’s subject matter experts (SMEs), who are very knowledgeable and have strong views on the topics in their wheelhouses, share their ideas and experience with the marketing team and PR agency. They have the makings of a great story that will capture attention and position the organization as a leader in the market.
The content is produced, and it captures the passion and expertise of the SMEs. Then the review rounds start, and by the time the organization is done scrubbing the content what was once a fat, juicy steak has been sanitized until it is reduced to a piece of limp broccoli that will be of interest to exactly no one including an editor.
Sometimes it takes the form of genericizing the content until it sounds like something a high school senior would turn in for a composition class after the grades have already been posted. It’s serviceable, grammatically correct and decently organized, but it no longer conveys the fire that the SME felt for the topic.
Basically, any sense of personality has been removed. That’s bad enough.
Worse are the reviews that take an interesting, informative piece and convert it into a blatant marketing piece for the organization. That might work on the organization’s website, but it won’t fly if you’re trying to get it past an editor for earned (read: non-paid) media.
Of course, even if you could make it past that gatekeeper, there’s really nothing in it for the reader. If they wanted to read marketing-speak they would have gone to your website.
Healthcare’s special challenge
Healthcare organizations have a special challenge because our industry loves us some jargon. It seems like healthcare as a whole never met a technical term or three-letter acronym (TLA) it didn’t like.
It’s almost as if the goal is to make the content as difficult to read as possible, like it requires some sort of book cipher to read it. Which of course goes against the most basic rules of successful selling, where you want to convey information in the easiest-to-understand language to reach the broadest audience possible.
Making content effective
The most effective content is the content that has a point to make and makes it convincingly. It doesn’t just convey information. It grabs the reader or viewer by the lapels and says, “Sit down and listen, because I’m going to tell you something you need to know.”
It then does just that: focuses on what the reader/viewer needs to hear rather than only on what the produce of the content wants to say. But it does it in a way, as Steve Martin’s character says, that is much more interesting for the listener.
In many cases, that means telling a story that has a beginning, middle and end. As humans we are wired to understand information presented in story form. It’s part of our survival mechanism.
The Vanishing Hitchhiker approach
Take urban legends. The point of an urban legend isn’t to get you to believe in the legend itself (although social media may have changed that intention). The point is to warn you that something bad could happen if you’re not careful about certain behaviors, like teenagers parking in a remote area to do the things teenagers do.
But even when we’re not warning about the dangers of parking near insane asylums when a resident with a hook for a hand escapes, stories help give us context we can use to process information and ultimately take an action. For marketing that means becoming interested in our product or service.
That doesn’t mean every piece of content must tell a story. But unless it’s a data or spec sheet, it needs to be interesting enough to capture and keep our attention, especially when so much else is competing for it these days.
The point is…
If you make your content bland, or plain vanilla, it’s true you’re unlikely to offend anyone. But you’re also unlikely to persuade anyone either.
If your goal is to capture hearts, minds and ultimately sales leads, be sure your content has a point. It’s so much more interesting for the listener/reader/viewer.
As any public relations professional will tell you, making your story stand out from the rest of the noise is what we’re paid the big bucks to do. Press releases, bylines, blogs and case studies are the stuff of dreams.
Internally, this is how it’s done: your Amendola team is comprised of an account executive, strategist, writer, media relations specialist and, if we handle it for you, a social media manager. Everyone on your team is deeply knowledgeable about your company’s offerings.
The strategist and account executive put your company’s expert message in front of our writer who produces a piece of content. The media relations specialist pickups up the ball and gets the press release or byline in front of the right set of editors and journalists who are looking for exactly the contact you have. Once it’s published, the social media manager links the article to your various social media platforms.
Client-generated content is nuggets of gold for the social media team; however, we follow a pretty strict practice of the 80/20 rule. That means all your company’s
LinkedIn, Facebook and Twitter posts should be a mix of 20% company news and 80% third-party content to keep you focused as a thought leader on the topics
in which you excel. You want your followers to be interested in your feeds because you generate news of interest, not just commercials.
Finding that all-important third-party content for your social media posts is where the social media team earns its KUDOs.
But how do we do that when the whole world is talking about one subject?
Don’t get us wrong especially when all our clients are in the healthcare field – we have the utmost compassion for everyone suffering and working courageously during the COVID-19 pandemic. It’s impacting everyone their jobs, health, lives, and everyday routines. This is by far, the single largest collective story we’ll see in our lifetime. But my colleagues and I are struggling to keep it fresh in a one-hashtag world.
So once again, how do we find articles that help propel you as a thought leader when all media seems tuned to one channel? How do we help you stand out above the din?
Here are 5 tips to help you find ways to enhance your message.
Research. Our team finds RSS feeds (such as Feedly) a good resource for tracking keywords created in a Google search, or to subscribe to specific outlets, which is perfect for locating articles that come at least close to your company’s subject. Additionally, we use keyword searches within Twitter to actively find articles, people with whom to engage, and conversations around hashtags normally discussed in a non-pandemic world.
Pivot. Turn your company’s news into the world’s news. Do you have a solution that helps patients monitor their meds and stay compliant? I could find you 10 articles any other day. But now, I have an article that mentions how COVID-19 patients are getting free insulin, which keeps them compliant. Do you work with EHRs? Let’s talk about how EHRs are helping or hurting during COVID-19. Give your opinion. Ask for others to tweet or comment theirs. The idea is to keep in your lane but stay relevant.
Sidestep. OK, so perhaps you can only make 20% of your posts about you. But you can include news about your clients or business partners. Find articles about them and thank them for doing a great job. Thank others for helping your clients. If you’re not already (and you should be!) follow your clients’ Twitter feeds. When they post something positive about a local restaurant feeding them, or a video of their clinicians dancing to relieve the stress, share it! Re-tweet with a comment like, “Thanks, @Joe, for helping our friends @Client! #FrontLineHeros.” It’s technically not your news, but it’s a way to engage with your clients, and most of all, it feels good.
Join in. If you can’t beat em, join em. You’re not going to get out of posting COVID-19 news; why fight it? However, everyone is in the same boat as you tired of reading all the grim statistics. So, let’s give them something to smile about!
Let us help. In these difficult times, you’ve got enough on your plate. You’re trying to run a business, keep employees on staff, and find solutions to beat this nasty thing. Why don’t you let the Social Media Team at Amendola help you lighten the load?
Remember social media is just one part of your overall messaging. When used in conjunction with the rest of your public relations offerings, it’s like adding frosting to the cake. Although, I am a little impartial. Stay safe!
Even saying it seems like an oxymoron it’s not exactly normal if it’s completely new. Truthfully, the new normal will be defined by the choices we make today and most importantly tomorrow.
While it’s been said many times, the present experience is
rather unprecedented. We can certainly learn from recent mistakes, but what we
choose to learn and how we choose to change will define the new normal.
But enough of the philosophy. If we focus on one specific topic that of public relations and marketing the question is how will these professionals be changing strategies, communications, and audience perceptions?
One thing that has certainly continued throughout the
COVID-19 pandemic is mass communication. As of April 16, there has already been
more than 38 million pieces of news focused on COVID-19 and 163,000 in just the
last day (that’s one day) across nearly 18,000 news outlets, with 44% of the
news coming from the United States.
That’s a LOT of news. And, as you would expect, reactions
from brands have varied from ultra conservative to very liberal.
Winners and losers
Before we get to the new normal, it’s important to discuss
who some of the winners and losers have been throughout the COVID-19 pandemic.
In general, the market and consumers are being forced to embrace a new way of
life that includes virtual meetings, online fitness, food delivery services,
and even telemedicine. At the same time, industries supporting travel, festivals
or conference entertainment, airlines, and hotels have seen a tremendous
decline in stockholder value.
Aside from general financial stability and economics, what’s even more important for public relations and marketing professionals is who are the winners and losers as it relates to communication impacts during the pandemic. Brands that have remained empathetic, relevant and considerate have faired better than their peers.
In an example, Virgin Airlines announced they were using aircraft to help ship healthcare supplies to providers in need. Meanwhile a competitor airline ran ads of their planes “social distancing” and being 6 feet apart.
Needless to say, the latter fell on deaf ears and came
across as insensitive as real people, family and friends were suffering with
COVID. In a similar tone-deaf scenario,
Corona beer (despite the unfortunate coincidence in their name), launched an
advertisement for their seltzer beers with the slogan: “Coming ashore soon.”
Obviously with the given crisis and the continued spread of
COVID, this advertisement while intended to be playful was ill-timed and came
across as insensitive.
Creating the new normal
While brands struggle to stay relevant, considerate and compassionate during times of a pandemic, one can’t stop to question when we can get back to normal, i.e., the way things were. The unfortunate answer is never.
We must start creating the new normal. As public relations
and marketing professionals, we realize things have changed. With the media
focused solely on the pandemic (and rightly so), many brands have shifted
communications online.
Social media has seen an abundance of activity in online
presence. The digital era can be a blessing or curse to brands depending on how
they engage with their online audience during this pandemic.
As of mid-April, we are just now reaching the peak of the
COVID pandemic in some cities across the U.S. In the throes of a pandemic
brands must be cautious to post social media that is timely, relevant and
considerate of the readers.
Promotional announcements and advertisements will not only
disengage the readers but may turn them away from your brand in the future. As
we move into later phases of the crisis and we see more recoveries and fewer
active cases, brands can reengage on social media in a more promotional manner
but will need to still consider the impact that COVID has had.
Digital marketing’s role
In addition, digital marketing is playing a significant role
during the pandemic. Some brands have decided to invest heavily in digital
marketing as that’s where most audiences are in today’s world.
Depending on the industry, some brands have seen a huge
interest through this channel which is delivering content and ads at lower
costs than during normal times. The key is in the message and communication.
Knowing when, where and how to communicate is critical.
Getting to non-COVID topics
And lastly, what most brands really want to know is when can I talk about something NOT related to COVID? Unfortunately, the answer is likely not for a while.
Does this mean you can’t connect to your audience or
consumers? No. In fact, you should be connecting with your consumers and being
there for future prospects. Now is the time to support current customers and
deliver hope to future consumers.
Build the foundation now
We started this blog by talking about the “new normal.”
Unfortunately, the best crisis communication plan could not have predicted nor
planned appropriately for COVID-19.
However, an attuned, savvy team of public relations and
marketing professionals can help you feel poised and ready to embrace whatever
the future may hold. The communication efforts and media sources used by
companies will forever be changed but the vision and mission of organizations remains
the same and will only grow stronger.
Take this time to build a solid foundation upon which to
blast your value propositions and mission once the world is ready to listen.
Writing is difficult, especially when you work from home, as many of us do here at Amendola. As I write this, for example, the COVID-19 virus pandemic is sweeping across the U.S., with New York City and Louisiana emerging as hot spots. I point that out for two reasons:
To show that we at Amendola compose these blogs weeks in advance (and you should do the same for your site’s blog)
To illustrate how difficult it is to write when there are many distractions
Not only is the local and national news about the pandemic a constant source of distraction, but I am also now home with my wife, who has a full-time career, and our 2-year-old and 5-year-old sons. It’s not an ideal environment for writing, but that’s the thing about writing: There never seems to be a good time.
Give Yourself A Deadline
At Amendola, most of us write a lot of content and all of it comes with a deadline. The concrete date itself can be a huge motivator, but even if you are not given a deadline by a manager or colleague, create one for yourself and let others know about it, such as the colleague who is going to review it before it’s shared with the rest of the team or your boss. Once you’ve set a realistic date for completion and shared it with others, it motivates us to put distractions aside and get started because we feel accountable to the other person and ourselves to finish the content.
Ignore the Monkey
Apart from my kids who demand quite a bit of attention the distraction I feel is entirely self-inflicted. Writer Tim Urban, in one of the most entertaining blog posts ever about procrastination, blames this type of behavior on the “Instant Gratification Monkey” who takes control of our brain from the “Rational Decision-Maker” who we rely on to get our work done. The monkey, however, causes us to repetitively check the news, watch videos, scroll social media sites, or even clean the refrigerator instead of completing our cognitively challenging work.
The Instant Gratification Monkey is only interested in “maximizing the ease and pleasure of the current moment,” Urban writes, so we need to resist that urge. That starts with putting away all distractions as much as possible (I’ve put a website blocker on my laptop and sequestered my phone in the kitchen) and creating a plan for your content.
Get the Plan on the Page
A good way to fight distraction while still not actually writing is research. Whether it is a blog post, white paper or thought-leadership article, you should have adequate source material available beforehand, but don’t let it stop you from putting words down on the page. There is a tipping point and it varies depending on the length of content, the audience, publication, etc. between inadequate research and too much.
A good way to figure out if you’ve reached that tipping point is to start listing the points you want to convey, or the most interesting facts from the research so far. That should give you a good idea if there are gaps that need to be filled with more research.
Simply getting started in this way can in itself be the most important part of the writing process because, as James Clear, author of the bestselling self-help book Atomic Habits, writes in his blog: “the willingness to start is the littlest thing in life that makes the biggest difference.”
Editing is the Work
Some non-writers may be surprised once they start writing how smoothly their content is flowing from their fingers. After this revelation is usually when they realize that the composing part of writing isn’t the hard part of the process, but rather it is the editing. It’s the reading, re-reading, moving words around and cutting that’s the most tedious part of writing and the part that elicits almost as much procrastination as getting started. Fortunately, when you have arrived at the editing point it’s likely closer to the finish line. As both Urban and Clear point out, that momentum helps move you faster toward completion, even if you are not 100% satisfied with your final draft.
It’s Never Going to be Perfect
Hopefully, you will have someone reviewing and editing what you wrote to make it better. Everyone needs an editor, especially if you’ve been drafting a piece of content for a while without working on anything else. When the content is still very fresh in your mind, it can be difficult to assess its quality because you have edited it so many times and can remember the changes. If your deadline won’t permit a day or a week between your most recent draft and another look, turn the content in anyway. Another round of revisions before outside feedback won’t significantly improve its quality. As internal medicine physician Alex Lickerman M.D. puts it: “Recognizing that inflection point the point at which our continuing to rework our work reaches a law of diminishing returns is one of the hardest skills to learn, but also one of the most necessary.”
Experienced writers have a keen sense of that inflection point. For professionals who write less often, I would urge you to always edit and revise those first couple drafts, but then trust your gut when you feel a piece of content is done. A good editor or at least a proofreader will be able to truly review the content with fresh eyes and make changes or offer recommendations.
During this time of powerful stress-induced distractions, we can still get writing and work done. We just have to turn on “Paw Patrol,” ignore the Instant Gratification Monkey, do the research and start writing. The progress you make, even if you don’t finish the content, will reduce your stress and remove the self-inflicted
obstacles to completion.
As the presidential election cycle heats up we are hearing more and more about how certain campaigns are making (and have made) imaginative use of data to help boost their candidates’ chances of success. A good example is a story I heard recently about the early stages of Michael Bloomberg’s now-abandoned campaign.
According to the story, the campaign did some research to determine where the 50-100 most influential TV political talking heads live. They then made an effort to place yard signs in those neighborhoods, and perhaps all along the pundits’ route to work, to make it look like there was an organic groundswell of support for the former mayor of New York City so they would talk about it.
Pretty clever if true, wouldn’t you say? What’s more significant is that it’s plausible.
We’ve all heard stories about campaigns using sophisticated analytics to micro-target ads on social media. They may have hundreds or thousands of data-driven variations designed specifically to push exactly the right buttons of the individual who sees those ads.
In other words, the ads I see may be very different than the ads you see or our neighbors see. But they are meaningful to each of us.
One area of integrated marketing that has typically been difficult to quantify in this way is public relations. This is due to the nature of PR itself.
When you see an ad on the Internet or TV, receive a marketing email or even get a piece of snail mail, there is usually a next step you can take. You can click on link (sometimes inadvertently, thereby dooming you to forever see messages that make your blood boil), heed the urgent yelling to “CALL NOW!!!,” text a five-digit number, etc.
With PR, however, that is usually not the case. To respond to an article that captures your interest you actually have to go out of your way (the horror!) to search for a company. Or at least type in a URL. Without an action, it’s difficult to get a read on just how effective the PR campaign has been in capturing the hearts and minds (and potentially the wallets) of your target audience.
Difficult, but not impossible. Earlier this year I wrote the blog post “Three Ways to Make Your PR Campaigns More Data-Driven” for the Forbes Agency Council. It offers some key insights not only into how to measure the effectiveness of your PR campaigns but also what to measure. (SPOILER ALERT: It’s not ad equivalency, which has always been one of the worst measures of the quality of PR.)
If you’d like to learn what those ways are, follow this mercifully shortened link to the original article.
While PR may still not have the sophisticated analytics of the more advanced election campaigns, it has definitely come a long way in the last few years. Be sure you’re up on all the latest options so you can take advantage of them.
There are plenty of classes you can take. Or you can shortcut the process by letting a data-driven PR agency like Amendola Communications do it for you.
Interested? Send me an email or shoot me a text and we’ll help you make your campaign a winner.
