Posts Tagged Business communications

16 Tips for hopeful PR practitioners

I was recently interviewed by a budding PR practitioner for a college class. The conversation made me think about the pros and cons of the business, and what I wish someone had told me in the early years.

Thumbs Up

  • A great variety of tasks ensures you’ll never be bored — from writing to photography to media relations.
  • You get to do a lot of fun things. Top of my list? Taking courtside photos at a Boston Celtics game. I’ve also done aerial photography and handled media relations for an event that featured former Secretary of State George Mitchell as the keynote speaker.
  • You learn a lot. About a lot of things.
  • And get to hang with interesting people — celebrities, authors, elected officials, company leaders, and national media. One of my favorites was working at a Leon Redbone concert, and being in the Green Room after the show.
  • The CEO knows your name and returns your emails.
  • PR people have a seat at the table, whether in a leadership meeting or a crisis response.

Thumbs Down

  • Along with the variety comes a high degree of unpredictability. Issues and projects have an interesting way of popping up at the wrong time.
  • You’ll run across people who think they know your job and — often well-intentioned — tell you how to do it.
  • Pressure. PR has been listed among the most stressful jobs.
  • Lack of control – you can do everything correct and still not have the outcome you desire: rain washes out your outdoor event; a significant event bounces your story off the news, etc.
  • 24/7 – Lots of things happen off work hours, from customer events to a middle-of-the-night crisis.
    Your mistakes are often public.

Doing the Job

  • Ask questions – If something confuses you, it likely has the same effect on your audience.
  • Show common sense – Be the person who says, “This doesn’t pass the straight-face test.”
  • Know numbers – A good business sense helps you understand your organization and boosts your credibility.
  • Be quick – The clock is often ticking, so learn to write and think quickly.
  • Act with integrity – It’s the right thing to do and you’re asking for trouble if you veer off course.

Your turn, PR people. What advice would you share with a hopeful practitioner?

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You’re just one word away from being a better writer

There is a simple secret to improve your writing — and your communications in general. Okay, it’s not really a secret, but it is very, very simple.

Use “you” more often.

Yup, I’m serious. Do that and you’re on your way to being a better writer and communicator.

Have a conversation
Using “you” (or forms of it) shifts your messages from talking at someone to speaking with them, making your message more personal and conversational.

Let’s look at a couple of examples to illustrate:
Old School: “Benefit enrollment packets will be mailed to employee’ homes in November.”
New style: “Look for your Benefit Enrollment Packets, coming in the mail in November.”

Old School: Students should return their permission forms by Tuesday.”
New Style: Please return your permission forms by Tuesday.”

Old School : “Members and their families are invited to attend the annual banquet….”
New Style: “You and your family are invited to the annual banquet…”

Be casual and clear
As you can see, incorporating “you” makes your writing more casual, conversational, and clear, while the old school way of referring to your audience in the third person is impersonal, and frankly, a little boring. And “you” is almost like calling someone by their name, one of the best attention grabbers available to communicators.

So give it a try and let me know what you think. While you’re at it, toss a “we” or two. I think you’ll like what you see.

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Times change, but skills remain key

Think about the changes an 80-year-old has seen. Growing up, the family’s primary sources of news and events were likely the daily newspaper and word-of-mouth from family and friends. Then came the telephone, radio, and television. That generation witnessed a shift in the methods and speed of communication greater than any group prior.

Now we have the internet, email, social media, smart phones, tablets, and apps that will do everything from paying bills to creating a talking Santa cartoon.

Staying in touch has never been easier — while being an effective communicator has become increasingly difficult.

The following tips will help increase the odds your audience will pay attention to your message:

Be clear and concise
Regardless of your field or message, your writing (or speaking) should be direct and to-the-point. If your readers have to look for key message, you’ve likely lost them. Make your point without lengthy introductions, then follow-up with details.

This is particularly critical when targeting younger generations that are accustomed to more direct communication.

Consider your audience
A NASA engineer speaking to her peers would likely use very different language than when addressing a group of high school students on the same topic. Ask yourself what you audience knows about the topic, how much detail is appropriate, and if they’ll understand terminology associated with the subject. If’ I’m chatting with another photographer, I might mention shooting an image with my 135mm at f2. However, if speaking my aunt, I’d simply say I adjusted the camera to blur the background out of focus.

Be objective
Passion is a double-edge sword. It’s what makes you good at your job, but also makes effectively communicating about it much more challenging.

I’ll explain. You want to tell people about a project, and assume they’ll share your excitement. You begin to tell them the specifics of your work, and before you can know it, they’ve lost interest, either because they can’t follow the details or the story ran too long.

A programmer friend once told me a story about a project she was working on. As much as I tried to follow along, I was lost within 3 minutes. The story continued, with me struggling to keep up. It’s became jokingly known as the “Flat File Story.”

Be timely and time sensitive
Readers are incredibly busy, so you have to reach them where they want to hear the news, and then present it in a way that they’ll want to read/hear.

In my early years, we often drafted newsletter articles or messages from executives that were fairly long, and people seemed to read them. Now there’s great competition for readers’ attention, and you run the risk of losing them with a message that’s too jam-packed. And given the speed at which news travels, by the time you craft your detailed message, it might be old or outdated.

Follow Twitter’s lead
Twitter, with its 140 character limit, provides a great exercise in good writing. It forces you to be direct, clear, and concise. Give it a try.

Your turn. How do you reach your audience?

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A lesson in customer service from Frank Burns

In one of the early episodes of the popular television show M*A*S*H, bumbling Frank Burns tries to impress a shapely 20-something who was visiting the camp. When she commented how nice everyone was, his pithy reply was, “It’s nice to be nice to the nice.”

Oddly, old ferret face is right. I’ll explain.

Saturday was errand day for me: supermarket, gas station, department store, office supply store, etc. Between stops I made a couple of phone calls to stores and customer service numbers. Clearly, a very exciting day.

What really struck me was how terrific (and nice) everyone was. For example, I called Staples a couple of times, and both employees I spoke with were helpful and incredibly polite. While neither was able to completely grant my request, their attitude left me feeling okay about that.

Later, I visited our local Staples, and came across one of the employees I’d spoken with earlier. Despite being interrupted by me several times, he remained pleasant and very helpful. When I reached the cash register, the young woman there was also very friendly.

While this might sound like an ad for Staples, it’s simply the story about the impact of good service, which begins with being nice to customers.

On the other hand, I recently heard a story about a customer who called a tire company about a quality issue. He was unhappy with their resolution, and shocked to hear the representative tell him, “Take it or leave it.” Clearly, the customer has taken his business elsewhere, and I’ve made a mental note to steer clear of that brand, too.

Your turn. Do you make purchase decisions based on how you’re treated?

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