Building a Client Care Culture
Thanksgiving has just passed, but many agency leaders are still in the process of giving thanks. In an increasingly competitive marketplace, such thanks go largely to clients that have entrusted their firms with meaningful and profitable work. It is surprising, therefore, when we speak to prospective clients who tell us their agency just stopped paying […]
Mutual Assistance Should Include Communications
Thinking about North Carolina and the recovery efforts underway after Hurricane Florence, I am reminded that nearly at this exact moment one year ago, I was among the many thousands attempting to drive out of Florida in advance of Hurricane Irma’s arrival. Northbound I-75 was at a standstill for hundreds of miles while the southbound […]
Let’s Talk
PR consultants spend a lot of time with their clients working on ways to “deliver the message.” This phrase implies a one-way form of communication. What happens if the audience does not wish to receive the message? Even if the message is received, how do we know if the audience is convinced, inspired or motivated […]
A Black History Month Remembrance
As Black History Month is upon us, it occurred to me that an important African-American figure in the public relations profession would be worthy of recognition. As I had a small personal experience with this individual, I hope I might be permitted to offer that recognition. Ofield Dukes was a public relations professional in the […]
Harassment Policies Are Vital, But What About Crisis?
With each passing day, new and ever more salacious revelations of sexual harassment come forward. In this environment, companies are racing to update their sexual harassment policies. As much attention also should be focused on the creation of a crisis communication policy. Far too many organizations begin from scratch when trouble strikes. A crisis policy […]
An Evening of Politics and Parody for a Good Cause
Working at the annual Al Smith Dinner is a little like being a guest of the fanciest and nicest family you’ll ever get to visit. The atmosphere is warm, the surroundings elegant, and the dress code over the top. Even the most devoted frump reveals an inner Carey Grant or Audrey Hepburn that is rarely […]
Irma: A Reminder of the Power of Compassion for Communicators
I own a home in Florida near Sarasota. The eye of Hurricane Irma passed right through Sarasota and within a mile or so of my home. I was not there, and most of my neighbors fled to higher ground before Irma came to visit. To my great surprise, a few “intrepid” souls in our community […]
Finding Space for Meaningful Conversation with Customers in a Crisis
We live in an era when the loudest voice seems to be the highest priority. Turn on cable news. A panel “discusses” the issues of the day. Try this. While the broadcast airs, close your eyes and just listen. In far too many instances, panelists are talking over each other, voices are raised and there […]
The Summer of Strategy: Tying Tactics to Business Objectives
Summer is a wonderful time to make yourself crazy. Of course, that is not entirely serious, but the slower months before the sprint to year-end are indeed the best months to work on communication strategy—for the balance of the year and beyond. And strategy can make people nuts, since it is never an easy process. […]
The Erie Canal Bicentennial: A Uniquely American Celebration
Supporting New York Power Authority and NYS Canal Corporation This year, America celebrates a bicentennial known perhaps only to a relative few in this country. That is likely to change soon and for the good since this occasion marks an achievement representing genuinely American qualities of courage, innovation and perseverance. If properly considered and understood, […]
