Did Keith need to go that far in his apology? I would say no, but the fact that he did speaks volumes about Keith as a leader and about the entire MoDOT organization. When it comes down to it, MoDOT guessed wrong based on the forecast, and they accepted full responsibility for that guess. When is the last time you saw someone accept full responsibility for something that was out of their control? If Keith and his team had guessed the other way, treated the roads with solution and salt, and the forecast had been wrong, they could have been criticized for wasting taxpayer dollars. From a media and crisis communications perspective, Keith did everything right. He accepted responsibility and vowed to do better in the future. Now, let’s cut MoDOT some slack and see how they do with the next snow storm this winter.

When was the last time you or your spokesperson had media and crisis communications training? If you can’t remember, give us a call. We can help! You can also take our crisis communications threat matrix quiz.

• Alert the media ahead of time, but not too early.  If you let them know too far in advance, the event’s information may get lost in the flood of other e-mails the media receives.  Alerting them a few days prior to the event is generally the best way to capture and keep the media’s interest. Also, don’t forget to follow up the day of the event as a reminder.
• Intrigue the media with enough information, but not too much.  If they have all of the information they need prior to the event, they may see no need to attend your press conference.
• Be accessible and ready to answer the media’s questions in a timely manner.
• Help reporters get the best story they can.  Arrange interviews for the media with key spokespeople where they can get questions answered and have an opportunity to go more in-depth on areas of interest piqued during the press conference.  Explain to the media in advance how the questions will be handled so they will be prepared.
• Supply background materials to the beforehand and bring extras to the event in case the media forgets to bring the materials with them.
• Make your event “one-stop shopping” for the media. Make sure they can get everything they need for their story in one place (visuals, sound, logos, experts, etc.)
• Ensure your speakers have prepared key messages that they can deliver during the press conference in five to seven minutes.  Try to keep the number of people speaking during the press conference to three to five, if possible.
• Don’t forget to use new media tools to promote your press conference and share information during the press conference.  Tweeting is a great way to spread the word about an announcement and gain extra exposure.

Clearly communicating with the media and spokespeople will facilitate a more effective press conference and help ensure successful media stories.  Do you still have questions about planning and implementing an upcoming press conference?  TVG can help.  Our team has the media relationships and event planning expertise to make your next press conference a success. Give us a call at 314-991-4641 or email us at tvg@vandivergroup.com.

The Community Connections Program is designed to promote public diplomacy through exchanges of cultural ideas and values and create a positive exchange of ideas and business approaches between professionals in Russia and the U.S. The discussion centered on PR agencies and how they are run in the U.S., specifically how they work with non-profit clients to develop campaigns. There were 12 delegates from the Russian city of Novosibirsk in attendance, along with a translator to help facilitate the conversation.

Here are a few photos from the visit. For information about TVG’s non-profit work, click here.

TVG staff members and the Russian delegates

A few of the delegates

Donna discussing PR with the delegates in TVG's conference room

A gift from the delegates' hometown of Novosibirsk

The article, “Midwest vs. coastal PR firms: 6 things to consider”, brings up some good points about the benefits of choosing a smaller agency.  Typically, agencies from the coasts charge significantly more for their services, and while there is a perception that you get what you pay for, smaller agencies offer clients the same level of service for much less money and more personal service.

There is also the issue of priority when it comes to agencies’ various accounts. In bad years, large agencies from the coasts are forced to go after smaller clients to stay afloat. However, this means that when things turn around, those smaller accounts take the back seat to more prestigious ones. With a smaller agency (and I speak from experience) every client is a top priority.

Sometimes a situation calls for one of the big guys. But what it comes down to is that working with a smaller agency closer to home means your account will be run by people who understand your market and your business better. Plus, we’ll have easier access to clients, typically just a short drive or plane flight from the Midwest.  And in these economic times, it makes sense to get the same level of work done for fewer dollars (while contributing to the local economy, I might add). So next time you’re thinking of hiring a PR agency, look close to home first. You might be pleasantly surprised with what you find.

1. St. Louis Children’s Hospital was the first in the nation to successfully implant an artificial lung this week.  Doctors from Washington University say the lung saved the life of 2-year-old patient Owen Stark, who is the youngest person in the world to receive an artificial lung.
2. Andy Likes, TVG’s Director of Public Relations, was in Branson this week at the Missouri Health Care Association’s 62^nd Annual Convention, where he led a session on how to create patient-centered brands. To learn how TVG can help you with your branding needs, visit our website at http://www.vandivergroup.com/.
3. Did you know 28 percent of the U.S. population accesses the Internet from their mobile device? New estimates show this number is expected to reach about 44 percent by the year 2014. What implication does this rapid growth have for your company’s marketing strategy?
4. MidAmerica Solar, a TVG client, held a press event this week to celebrate its new solar energy system for Orchard View Apartments in Farmington, Missouri. The system will supply energy to all the common areas of the buildings, including stairwells, hallways and building exteriors.  Excess energy is fed back to the local power grid for an energy credit.
5. NFL owners voted to approve Stan Kroenke as the new owner of the St. Louis Rams this week, but does he need media relations training? Kroenke has a reputation for rarely speaking to the press and says he just doesn’t have time to build relationships with the media.  How do you think this attitude will affect future coverage of Kroenke and the Rams?

The unexpected happens most every day and can easily turn into a crisis. Mark McGwire’s interview with Bob Costas certainly qualifies and can absolutely be used as a case study; one that is certainly going to unfold for months to come. In one painful, hour-long interview with the MLB Network, which has since been played by every media outlet in the western hemisphere, McGwire took a giant leap and admitted he used steroids and “health-enhancing drugs” over a ten-year period. Many in the sports and business world had suspected McGwire’s indiscretion, especially given his lack of testimony during the 2005 congressional hearings. This was the first proof.

What can we all learn from this crisis?

Check out my complete TVG Vision article to find out.

One of the themes presented was the relationship between research and public relations. Her notes on the presentation stated the speaker indicated: if research isn’t involved it is likely not public relations.

Are the two always linked?

I found I agree with the speaker from the Webinar. Research is involved with public relations. But it points to a different problem in my mind. Labels.

What is public relations? What is marketing? I used to tell people I worked in PR, but it sounded a bit flat to me. Then TVG started using the qualifier “strategic communications”, and that fit me much better. There isn’t anything we do for our clients that isn’t strategic. And to me, strategy includes asking questions – the very genesis of research.

So can you provide PR without research? Here comes the challenge with defining PR, and the other labels that exist in this more-art-than-science field I’ve chosen as a profession. To a point, you can provide PR without research. In my opinion what you can’t provide without research, is results. I’ll give you an example.

One definition of PR is PR = media relations.

I can respond to a client requesting media attention around a subject related to their industry. I can call the press identified in the media list, pitch them my content and see what happens. Then report back to the client. OR I can do research with the client:

1. What is the news value of this subject?
2. What features/benefits are potential talking points to the press?
3. Do we have testimonials?
4. Are there specific publications or reporters you’d like to have cover this story?
5. How does the media relations effort around this pitch drive your business objectives?

Next up is to go to the media list AND do more research.

1. Has this reporter covered this story angle/company recently?
2. Which reporter at this outlet is the best target?
3. Does the audience of this outlet match my target market?
4. Are there stringers in this field who could push this into a bigger media outlet?
5. Is there an audio opportunity? A video opportunity?
6. What are the social media activities of the media outlet or reporter that I can tie in with my pitch?

Then I get on the phone, tailor my pitch to that individual reporter, and conduct ongoing field research with the reporters I reach about level of interest, likelihood of this being something they would cover, and getting ideas for the next pitch where I might be calling them for this client. Then report back to the client.

Which option would you want? Would you agree that research adds a component to public relations? What do I like so much about the second option? Even if I come up short on the measurement side of this pitch with both options, the latter gives me content, relationships and access…and that research can eventually deliver results.

A challenge in the traditional practice area of media relations is the client who wants “ink.” Granted, with Web 2.0 and integrated marketing, we don’t hear a lot of requests for ink for the sake of ink. A more common practice is to develop the strategic communications plan to push a brand – and use all the tools in the toolkit and not just media relations. And in case you don’t know, to many buyers of our services “ink” is equivalent to the front page of the Wall Street Journal.

Pardon me while I take a sip of coffee.

And if you are ever in the market for a great cup of coffee, stop by TVG! Deana makes the BEST coffee. Which brings me to my point.

The February 9 WSJ article is called “Starbucks Plays Common Joe – Coffee Empire Seeks to Seem Less Expensive in Recession.” The point of the story is that McDonald’s Corporation has gone cup-to-cup against Starbucks in an advertising campaign to promote their custom coffee as a reasonable and cheaper alternative. Starbucks did the research and knows that consumers’ perceptions of cost differ from the reality of a cup o’Joe at Sbux. Starbucks is left splitting hairs saying that while you can get a $4 cup of coffee with them, their average price is below $4. What does Starbucks get out of the article?

1. Artwork with the Starbucks logo on a coffee cup;
2. A table of regional prices;
3. Quotes by Howard Schultz, CEO;
4. Reference to a loyalty card program;
5. Info on a summer discount program; and
6. Quotes by Michelle Gass, EVP of marketing and category.

And who walks away with the stronger message?

Consider this paragraph, third from the end in the story:

“A spokesman for McDonald’s, William Whitman, declined to specifically address Starbucks new promotions, but said: ‘Affordable luxuries are in greater demand today because everyone’s looking to get more from a dollar. Our customers know that’s what they’ll get at McDonald’s.’”

Now compare this to the quote from Dunkin’ Brands, Inc., Francis Allen, brand marketing officer for Dunkin’ Donuts:

“’We believe we are the faster and more affordable alternative’ to Starbucks.”

Your take away as a spokesperson should be this:

1. Always mention your company name in your quote.
2. Use proper nouns instead of pronouns when possible.
3. Remember that even when the story is about a competitor and you didn’t pitch it, place it or do anything other than answer the mail – stick to your core, key messages.
4. Have concrete key messages that speak to your customer, not to your company. Think about how Whitman’s comment “our customers know…” as compared to Allen’s “We believe we… ”.

And yes, I’ll take a Venti, skinny, vanilla latte please, and thanks for reading.

Well, the other day I came across an event that happened to include two of my favorite things: fashion and chocolate. In a rare instance, two items that are not typically mentioned in the same sentence (unless of course you’re talking about giving up chocolate so you can fit into a particular outfit), managed to combine their powers for a magical event – the fourth annual Cadbury Chocolate Couture Collection Fashion Show in Toronto. (And yes, each of the couture creations featured 100 percent pure Cadbury milk chocolate.)

For the November 5, 2008, show, 10 Canadian fashion designers sought creative inspiration from countries around the world – and of course chocolate. The result was a unique fashion collection that celebrated two of a woman’s favorite things, fashion and chocolate.

The PR minds behind this chocolaty creation was the team from Strategic Objectives. One of Canada’s leading, full-service public relations agencies, Strategic Objectives has a wide range of clients including those in the retail, technology, education and health and wellness industries. Along with The Vandiver Group, Inc., Strategic Objectives is a member of Pinnacle Worldwide, an international network of more than 50 independent public relations agencies in 30 countries.

Judging from the volume of delicious press coverage and reviews of the show – I would say the event was a huge success. I just have one last question: Can I order the El Toreador in milk chocolate, or is it only available in dark?

We all know that the nation is facing an economic downturn and that industries like this are going to need some help, but what are these companies saying to taxpayers when they arrive in $36 million jets? Some might say, “They really don’t get it!”

In a world where information travels at lightning speed, it didn’t take long before the nation knew of this blunder and was outraged by the actions of Chrysler, Ford and GM. Following the incident, a CNN research poll found that public support had fallen and 61% now opposed the bailout.

When people talk about communications it seems that they often forget that one can communicate a message even when they aren’t speaking. What we wear, how we act, who we associate with and the attitude we choose all convey a message to our audience. It is clear that the Big 3 automotive companies forgot this crucial point.

Upon returning to Capitol Hill weeks later, not only did the executives deliver a clearer plan that focused on smaller cars, affordability and fuel efficiency, but they drove themselves in their companies’ hybrid and electric cars. They also promised to do away with their corporate jets and lavish compensation packages. I think this was a step in the right direction, as they attempted to undo their wrongdoings. They definitely made the decision to communicate a more positive message to the American public. Now the question everyone is asking—will it stick?

As Congress disputes whether to aid the auto makers we’ll see if these companies have actually learned their lesson.