Why Ditching the ‘C-Word’ Can Improve Business Relationships and Company Culture

Say the word “client” (the other C-word) or use it in a sentence and what comes to mind? Forgetting its application to public relations, odds are that your mental list includes embellished dialogue from countless courtroom scenes either in film or novels. Jack Nicholson’s famous “you can’t handle the truth” monologue from A Few Good Men comes to mind as does Susan Sarandon’s impassioned defense and motherly protection of young Mark Sway (Brad Renfro) and his family in The Client.

In both instances, “the client” or “clients” are first seen as nothing more than machine-like elements of the impersonal legal apparatus: Sway is a child who witnessed a murder and the state requires the body’s location while Private First Class Louden Downey and Lance Corporal Harold Dawson are accused of murder.

Central to both plots, however, is the re-humanizing of these characters: Downey and Dawson were following orders; Sway’s reluctance to cooperate with the law protects his family. As the end credits roll the main characters are seen as people, not clients.

It’s fitting then that public relations – a profession that is fighting hard to prove its worth, thus my earlier blogs on the subject – has, over time, also adopted this clunky word.

As with the legal profession, PR client references have all the trappings of dispassion – or displeasure. The client is something to be serviced, like a faulty carburetor or misfiring engine piston. Signed, sealed, delivered and off to the next troublesome client meddling in the affairs of proper creative talent – i.e., us! Amid insane copy deadlines, we ask ourselves: what can the “carburetor” or “piston” tell us that is useful? 

Actually, clients can tell us a lot. You know, something extremely vital like where they see their company in the next five years and how their own internal team envisions a campaign. Oh, and what they expect of us.

A brilliant article by 72andSunny CEO John Boiler in AdAge recently called us all out on this troubling trend and suggested a much-needed change, one that ThinkInk is about to enact. Dropping the word “client” and its often-negative connotation can greatly improve the working environment, Boiler rightly argues. It’s common knowledge as old as the sales pitch itself but bears repeating. Identify with a person and the sale goes smoothly. Identify with the product or service offering, using words like client or customer and the phrase “used car salesperson” comes to mind. See the difference?

PR professionals don’t want to be perceived as used car salesmen and saleswomen (I doubt actual used car salespeople like the phrase either) and clients don’t want to be considered cogs in communicative wheels. So for the next two months ThinkInk is going to ban all uses of the word client – especially when its intent is to de-humanize and attack the organization we’re trying faithfully to represent.   

Studies show that creating a positive work environment for both your client….errr…the corporate team you represent and for your employees results in greater productivity and increased profits. A recent Gallup study found that unhappy employees (feeding, for instance, off the negative vibes created by client-bashing) cost businesses up to $300 billion a year in the US.

Don’t misunderstand. This isn’t about money. But it is about the Golden Rule: “Do unto others as you would have them do unto you.” Treating people with greater respect starts with the little things. And cutting the word “client” from in-office conversations and copy will go a long way in improving our mutual relationships.

Now that’s a truth I think we all can handle.

We’ll let you know how our “c-word” experiment progresses and see if we communication pros can better calibrate our message and improve our relationships with you know who!

Proving PR’s Business Value Easier Said than Done, But Not Impossible

Here we go kicking off another week full of media pitching, content marketing, social business and thought leadership strategies, pitching for new business and, most importantly, keeping ThinkInk clients very happy. How do we do that?  It’s not easy but we start by demonstrating and creating value in everything we do.  Why do it otherwise?

So this week’s theme is all about value – what we create for our clients and ourselves.  We’d love to get your views on demonstrating value to your clients, whether or not you’re in PR.  What are the biggest hurdles you face? And your advice to others?

Please share your comments below.

“To know your enemy you must become your enemy” – Sun Tzu, The Art of War, ancient Chinese military treatise

The above quote might sound a little harsh, especially as it relates to public relations and determining its business value, but this is essentially what Kristin Jones, CEO of Wallop! OnDemand, suggests in a recent post on Bulldog Reporter article without directly saying it.

Jones argues that in order for PR execs and their companies to maximize their value to clients, they must begin thinking like them. In fact, not just think like them, but propose solutions and pitches that demonstrate an ability to act like them too. While clients certainly aren’t the enemy of PR companies, sometimes the economics-based and direct dollar value language they speak is so foreign to communications industry pros (who know more about marketing campaigns, crisis management and the sometimes-fuzzy ad value math) that those aspects of a client’s business can feel adversarial. The result is a PR team reduced to second- or third-place status rather than being an integral component to boardroom “elites” or partners.

Jones recommends the following steps to counter this problem:

·         Educate yourself on the economics behind value

·         Make value creation your mission

·         Step out of the shadows

But after reading her article again I was left with this nagging question…. how do PR execs actually educate themselves on the economics behind value?

The answer: they must become their enemy.

Mind you, this is not an easy task. Many in the PR industry claim to have gone the communications route partly because their brains “aren’t wired for finance or business.” Let someone else crunch the numbers I’ve heard many a time. Earning an MBA might seem impractical for more senior executives, but perhaps PR agencies should begin recruiting those with business backgrounds – much in the way they’ve hired ex-journalists to help tell more compelling client stories. Another approach might be an expanded role for a PR company’s in-house accountant, an individual most likely to appreciate and understand your client’s by-the-numbers needs.

There’s also continuing education on the cheap. Coursera, founded last April, is a for-profit online educational outlet that provides free web video courses and has gained significant notoriety in the past several months, attracting some $22 million in venture capital. Courses, which include topics on economics and business strategy, (among many others) are broken up into multiple pre-recorded sessions along with quizzes and the occasional written assignment. How much or how little the student does is entirely up to them.

So perhaps PR agencies should carve out additional time for staff to make use of resources like this. It won’t raise your company’s business IQ overnight. But it could make a lasting, positive impression whose “compounded interest” – an economic term we all should know – really adds up.

And isn’t that what PR is about after all? 

Top mobile technologies to watch out for in 2013

I recently spoke with Mobile Marketer's Rimma Kats about 2013's top mobile technology innovations and why existing technology is here to stay.

You can read the full article below, as well as on Mobile Marketer.

Let me know what your predictions for mobile technology in 2013 are in the comments below.

Top mobile technologies to watch out for in 2013

Augmented reality brings content to life

It is evident that mobile has captured the attention of many top brands, and technologies such as QR codes and augmented reality have helped pave the way. Now, marketers are looking for the next big trend that will drive customer interactions and, ultimately, sales.

Mobile is becoming the go-to medium for many companies and marketers are integrating it into their day-to-day initiatives. In 2013, marketers must make a bigger investment into the space and look at new technologies to help develop deeper relationships with consumers.

“Mobile provides marketers a wealth of creative opportunities to get their messages in front of mobile subscribers – for example, geo-fenced advertising, scanable codes, Shazam, and interstitial ads on music and video apps,” said Tim Richie, vice president of North American sales and account management at Open Market.

“Ultimately, each of these technologies aims to do the same thing: drive consumers to action by putting a powerful message in front them when they are open to receiving it,” he said. “This trend and the technologies that support it will gain momentum in 2013, helping marketers deliver more value.

“Businesses are facing many technology challenges today – sharing data across systems and teams, managing multiple vendor solutions, and increasing user demands. This year, companies will look to consolidate systems, and leverage cloud-based solutions for cost savings and improved SLAs. Technology that is modular, flexible and enables a number of use cases will be most attractive to enterprises.”

Key message
To be most effective, marketers need to deliver a message that resonates with the consumer at a relevant time via the appropriate messaging channel.

The extent to which a marketer can execute on this objective dictates their success, per Mr. Ritchie.

Marketers should aggressively seek out flexible messaging systems that facilitate their communications to consumers across multiple channels.

“Over several years, marketers have struggled to identify how mobile fits into the marketing mix,” Mr. Ritchie said. “Initially, it was an interesting experiment, then Apple ushered in the age of mobile applications which became a key mobile strategy.

“Increasingly mobile has become a business-as-usual communication channel alongside more traditional communication and advertising methods,” he said. “The real growth in mobile adoption for businesses in 2013 won’t be sexy.

“Businesses will find ways to leverage mobile to replace or augment existing systems and processes to become more efficient and reduce costs."

Mobile payments
Last year, many were speculating that 2012 was going to be the year of mobile payments and near-field communication.

That proved to not be the case.

However, mobile payments and NFC are seeing a great outlook this year.

Mobile payments will no doubt play a big role this year.

Consumers are becoming more comfortable making purchases using their smartphones and companies such as Starbucks, McDonald’s and Dunkin’ Donuts are making it easy for consumers to order their favorite meals and beverages and pay for it using their mobile phone.

Furthermore, Apple has helped in making mobile commerce a success through its recent Passbook implementation, which helps build on loyalty.

"We should see more mass availability of mobile payments,” said Jeff Hasen, chief marketing officer of Hipcricket, New York.

“While its ridiculous to think that the mobile wallet will make cash extinct by Tuesday, businesses will successfully compete if they make the in-store buying experience painless through Square and the like,” he said. “The wallet hype will continue but is years from becoming a mass activity.

"Overall, mobile will get more of the marketing spend with those who succeed being more pragmatic than groundbreaking with brand new mobile products. SXSW will get lots of headlines, but it’s not the place to go to build a foundational mobile program."

Integrated experiences
According to Wilson Kerr, vice president of business sales at Unbound Commerce, Boston, 2013 will be all about mobile-triggered consumer interactions.

“Now that having an integrated mobile commerce site is established as essential, my prediction is that the next big trend will be around tracked mobile-triggered consumer interaction, at the point-of-sale,” Mr. Kerr said.

“Brands and retailers can drive incremental, secondary, add-on sales and tracked consumer engagement by tapping real-world mobile ‘triggerpoint marketing’ opportunities,” he said.

“QR codes mean adding mobile triggerpoints at point-of-sale is easy and economical. NFC will start to become ubiquitous in smartphones in 2013 and, as such, is something smart marketers are learning about now.”

While most brand and retailer marketing departments lag behind, consumers are thirsty for more ways to interact and engage via mobile.

“The potential of mobile is no longer the story,” Mr. Kerr said. “The story is now the day-to-day reality, regarding the fact that mobile is poised to drive the lion share of tracked consumer interaction and related purchases.

“PayPal saw a 250 percent increase in mobile payments in 2012 and expects to process $20 billion in 2013,” he said. “Additionally, 15 percent of all ecommerce in 2013 will be conducted via mobile and tablet commerce is growing faster than mobile did.

“A mobile site is no longer something that can be covered by a screen scraped derivative of an ecommerce site. Mobile and tablet commerce sites should be powered by an API ecommerce integration, so they can be distinct channels with distinct mobile marketing opportunities.”

Existing technology
This year we’re going to see companies take the technology that exists and make more use of it, per Vanessa Horwell, chief visibility officer of ThinkInk PR.

“I don’t think we’re going to see an explosion of NFC, but we’re going to see more utilization,” Ms. Horwell said. “Also the key things we’re going to see will revolve around data and analytics.

“We know that consumers are engaged, but how are businesses and marketers going to use that data?” she said. “They have to do something actionable with the data.

“That’s going to be the challenge for any types of marketers. Taking action with all that information. That’s a key thing this year.”

The ThinkInk 2012 Review Has Arrived! Get Your Copy Now

It’s that time again… time for ThinkInk’s annual review of the year gone by as seen through the lens of PR professionals.

Every year has its ups and downs, its moments of jubilation and of terror. A year may pass quickly but a lot can happen in 52 weeks. 2012 certainly felt that way for us at ThinkInk!

Amidst all the news that hit our multiple screens, overflowing Twitter feeds and at times nonsensical  Facebook posts, making sense of what happened in our community and in our 24/7 news cycle proved challenging at the best of times.

This year’s review, called “Think Again,” aims to provide some fresh perspective on the scandals, trends and uproars that really got us thinking (and doing) in 2012. From loose lips to sinking ships, Think Again delves into:

·         Why it’s in poor taste for big brands – or any brands – like Gap and American Apparel to “bank” on a national disaster

·         The reasons why remembering the victims of 9/11 is (definitely) more important than educating TV viewers about Kris Jenner’s breast implants

·         How to avoid the plague of plagiarism that has a habit of impacting journalists and PR professionals

·         Why the US President’s slow-jamming ways on national television translated into a PR win for his camp and really made Obama the ‘POTUS with the mostest’

·         What happened when a cruise ship and the reputation of its parent company both sank in the Mediterranean Sea

Of course, not everyone will agree with the opinions expressed in our annual review, and that’s the whole point. If you feel strongly about any of our commentaries, we want to hear from you! And feel free to share Think Again with your friends and colleagues while taking care to attribute appropriate credit.

You can download the Think Again here.

 

Thought you knew 2012?  Think again…

Happy reading from the ThinkInk team!

Separating the Wheat From Chaff: Can We Focus on What’s Really Important?

I frequently comment that I can’t multitask. And yet I often find myself doing just that.

I frequently talk to clients on the phone while emailing others while fielding a barrage of Google Chat questions from my employees. When you have to juggle so many balls – handling clients, hunting for new ones, taking care of employees and family – sometimes your brain just sort of gets stuck in a groove and you find yourself spinning your wheels without really getting anywhere.

A few weeks ago, right after barely emerging from one of the most hectic weeks I’ve ever had, I wrote a post about how important it is to find that illusive work-life balance and how our ever-present mobile devices make it increasingly difficult to abandon the cares of the office even for a couple of hours.  To reinforce my argument, a recent post from the Harvard Business Review goes further, raising the issue of whether all of the whirlwind activity we engage in simultaneously is actually helping us meet our goals in a timely fashion.

HBR blogger Greg McKeown argues that it isn’t, and I agree with him. I call this the confusing activity with achievement syndrome.  McKeown also suggests that narrowing our focus instead of trying to do everything at once will help us get each of the things we’re trying to accomplish done better and more quickly.

And he certainly has the data to back up his argument. In 2009, researchers at Stanford found that heavy media multitaskers are more susceptible to distraction by irrelevant stimuli. On top of that, they also have a reduced ability to switch tasks easily.

Of course, this information can also be arrived at via plain old common sense. The more things we do at the same time, the worse we do each thing.

In his post, McKeown links to another HBR piece, this one about Steve Jobs and how the late Apple co-founder pulled the then-moribund company from the brink of bankruptcy in 1997 by jettisoning most of the products the company was making. Some of those products were bringing in profits, but Jobs, famous for his devotion to simplicity, chose to focus on just four product lines. That’s it.

And we all know how that one worked out for Apple, don’t we?

I’ve been having to do similar things at ThinkInk – albeit, of course, on a much smaller scale. For example, the company is growing and I am constantly looking at ways to make the agency more efficient while delivering the very personal service we have delivered as a smaller operation. And I am also forced to do the cost-benefit analysis of keeping some clients - and not because they cant’t pay. Sometimes you get into bed with the wrong partners. If that’s the case, my advice is to give up what isn’t essential or creating value to your agency so you can focus on the essentials and value-creators better.

To be sure, I don’t see myself going to the lengths the girl in this droll video does to eliminate the distractions of her gadgets. But I get the message, and I can see myself making a conscious effort to quit multitasking so much.

Maybe we all can. And actually get more done. And done better.

Here’s hoping.

The News That Made Us Think (Ink)

Last month, ThinkInk released The ThinkInk Review, a collection of insights and commentaries on topics that changed PR, media, marketing and our world in 2010.

Looking back on 2010, it seems that while the media roller-coaster moved at break-neck speed, unemployment rates and business was painfully stuck on pause. On the positive side, it was a year of reinvention for those who were unsatisfied with putting up with the status quo any longer. In other words, a year full of paradoxes.

It was also a year steamrolled by a perpetual news cycle, incessant Twitter feeds and the sharing of useless information, Apple, Facebook and more Facebook, and a collectively skewed perspective characterized by fear and hopelessness, as evidenced by the most divisive political climate this country has seen in decades. All of these factors played their part in shaping our media landscape, the way we devour our information, and our trust of what we hear, see and read.

The ThinkInk Review is a varied collection of my reactions and responses to many of the events that shaped our world in 2010, from a PR and media perspective. Some of these events (Wikileaks anyone?) will continue to shape our lives in 2011 and beyond, while others may fade into the pages of our collective history with far less fanfare. But in one way or another, they have all had an impact.

The collection is available for download here - The ThinkInk Review. And as always, I’d love to hear your thoughts, so feel free to comment below.

Welcome To The (Working) Week

Like a sommelier that also develops a gourmand’s palate, a PR maven often becomes a connoisseur of news media. Yes, it’s our stock-in-trade, but the time we spend consuming and digesting news often goes far beyond the bare minimum necessary to achieve our clients’ visibility objectives (well, at least at ThinkInk it does ).

That shameless little bit of self promotion is a long way around to saying that I love the news, and that I’ve been watching the evolution of the media business a fair bit more closely than the average observer. So, when I come across an article in the New York Times about the success of The Week, the news magazine that’s been in circulation since 2001, I feel compelled to comment on it.

The Week isn’t my favorite newsweekly (I’ve recently rekindled my love for Businessweek now it’s Bloomberg Businessweek), but I understand its appeal. The NYT describes it accurately: it’s “magazine journalism at its most functional and stripped down,” which doesn’t necessarily ring my bells, but seems perfectly tailored to a world that embraces the term ‘news feed’ to describe a chronological string of status updates and turns to Twitter to glean the wisdom of crowds.

If my dad’s era saw the great newsweeklies (TIME, Newsweek, etc.) as their source for analysis following a week’s worth of fact-first newspaper articles, then this generation is turning to The Week for fleshed-out versions of a week’s worth of electronic factoids. And they are: The Week has a circulation of 520,000, and is slated to earn $6.3 million this year.

What does this mean for us, the PR practitioners? That the story matters more than ever, even if the spin and nuance don’t necessarily make the 100-word cut.

It means that we have to work harder to find the right story – the relevant story – about our clients to meet their expectations. And it means that we have to keep finding those stories, day after day, week after week.

Because as The Week has demonstrated, media consumers just don’t have the time for anything else.