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On the PRCA logo appear the words ‘The Power of Communication’. That’s because of our strong belief in the power of our industry – it changes behaviour; it changes lives; it changes companies and Governments. And most of that power is used for good. But just occasionally, it is used instead for the wrong purposes. Today, we expelled Bell Pottinger from the PRCA. We did so because of their unethical and racially divisive work on the Oakbay Capital account in South Africa. We did so because they had used the power of communication for a morally wrong purpose. .
The world's worst press release landed in my inbox the other day.
Competition is stiff for that title but this release, which came with the subject line, "Lifesaving information for Chicago citizens," ran away with the crown.
After a cheery, "Hi Mary," it began:
"We are only a little over a halfway through with 2017 and Chicago's violence shows no signs of stopping."
No argument there. Violence is the curse, the tragic flaw, the interminable disease of this great city — a psychological undercurrent even in the many neighborhoods that rarely witness it; and this wasn't the first press release I've ever gotten that takes note of that fact. I routinely get pitches involving violence, some with ideas that sound productive, like programs that work with kids in struggling parts of town.
The world's worst press release wasn't one of those.
When last month’s “Communicator of the Year” can turn into this month’s PR disaster, there’s a lesson for any brand on the perils of flubbing a corporate apology. Any brand can go from hero to zero.
Much has been written in the last week about the missteps of United and its CEO. Given that it was PRWeek that so recently awarded Oscar Munoz as “Communicator of the Year”, I thought the PRWeek postmortem was particularly interesting:
“No company or brand can rest on its laurels when it comes to its reputation. Protecting and enhancing it is a 24/7, 365 days a year undertaking....
It’s a tricky time to be a food marketer. Consumers are scrutinizing more than ever to what goes into the foods they buy. And what constitutes “healthy” to consumers is in flux. The FDA recently announced that it will be calling out “added sugar” on nutrition labels in the future. It is estimated that 68% of processed foods contain added sugars. “It’s going to really surprise people who go to organic and whole foods stores, when they find that all this natural food they’ve been buying is full of added sugar,” said Barry Popkin, UNC professor and author of a study called, “Sweetening of the Global Diet. ”I heard that there are 61 different names for added sugar listed on food labels, which can make it hard for consumers to evaluate the amount of sugar in products they buy. The sneakiest trick to to have multiple sources of added sugar in one product, so that no one type of sugar shows up first on the ingredients panel....
2016 saw its fair share of corporate public-relations mishaps, but some were more cringeworthy than others. To be sure, the PR crises in certain cases weren't all that bad compared with the serious business missteps that precipitated a few of them, but the fact remains that there is always a better and a worse way to talk to customers and the public when something's gone wrong. These were three of the year's most egregious gaffes, and what companies can learn from them heading into 2017
In a reply to a publicist who contacted me recently on some subject or another, I surprised even myself when I wrote to her that I could not take up her pitch because she used the phrase “reaching out” in her email.
If memory serves, I actually went so far as to tell her it is my policy to say no to pitches in which the phrase “reaching out” or any of its variants is applied. It was a ridiculous, ornery reply to a well-meaning request for coverage, for which I apologize.
However, the “reaching out” phrase rankled me, and I am trying to figure out why. One reason is its overuse. This phrase -- “reaching out,” “reach out,” “reached out” or whatever form it takes -- is certainly overused in the p.r. biz today (and in many other places too)....
The Samsung Galaxy Note 7 debacle is a master class in how not to handle a crisis. Much will be investigated in the months ahead. But what I find particularly interesting is how Samsung communicated what was happening at each stage of the crisis.
This weekend, the US DOT banned the Galaxy Note 7 on all US flights, categorizing the phones as “forbidden hazardous material.” It doesn’t get much clearer than that. Yet, just a few days earlier, Samsung portrayed the situation as “temporarily adjusting the production schedule to ensure quality and safety matters.”
The gap between “forbidden hazardous material” and “temporarily adjusting the production schedule” is a massive chasm. A few weeks earlier, Samsung similarly described a “global product recall” as an “exchange program.”...
In September 2015 the Environmental Protection Agency found that many Volkswagen cars sold in the United States were equipped with software that could falsely improve the performance of diesel engines on emissions tests. This cheating was subsequently acknowledged by the car maker.Among the many issues at stake for the company was one of public perception. Anecdotal evidencate at the time of the incident suggested irreparable harm to the Volkswagen brand. So could Volkswagen recover in the short term in this regard? And, the broader question, how can you measure brand perception in times of scandal, particularly in an era where social media can cause negative news to proliferate and reverberate over time? In the absence of direct empirical evidence, we wanted to find a way to tackle this important issue. We began our research with some key questions: How does social media sentiment change as a consequence of a public relations crisis? How does the public react to recovery efforts initiated by the company? How do topics of conversation shift as a consequence of a brand scandal and subsequent recovery efforts?...
Never ruin an apology with an excuse." – Ben Franklin
In less than 24 hours, two of the biggest stories in the world involved some kind of "apology" for offensive behavior and/or lying. Last night in Charlotte, North Carolina, the notoriously unrepentant Donald Trump shocked observers by expressing "regret" for words that "may have caused personal pain." And this morning Ryan Lochte issued a widely criticized apology for "not being more careful" with how he described an incident in which he lied about being held up at gunpoint in Rio de Janeiro.
Neither of them qualified as a true apology since they both offered an excuse for their behavior, failed to give a detailed account of what happened, failed to acknowledge or specify the hurt and damage they’d caused, and didn't take responsibility for the situation.
A proper apology is "an exercise in honesty, accountability, and compassion," says interfaith minister Lauren Bloom, the author of The Art of the Apology. Of course, it's difficult and nerve-wracking and fraught with tension. But it's the right thing to do. So above all, be sincere: "It's the essence of an apology."...
Ryanair, the Irish low-cost airline, is 24-hour £9.99 flash sale for people who "need a getaway" after the UK voted to leave the European Union. An ad for the promotion on Twitter takes on the famous "hear no evil, see no evil, speak no evil" monkeys and replaces them with UKIP leader Nigel Farage, former London Mayor Boris Johnson, and justice secretary Michael Gove - the leading three figures of the Leave campaign. Ryanair, was firmly in the Remain camp - so much so that it had sent out a marketing email earlier on Friday morning - hours ahead of the official referendum results - to promote the sale, reading: "Celebrate remaining in Europe with 1 million seats from £9.99."...
Joel Gascoigne, CEO of social media tool startup Buffer, shared a 3500-word post in which he explains why he’s laying off 10 of his 94 employees. In contrast to bloodless posts from the likes of Inteland Microsoft, it indulges a different sin: oversharing. A lot of my correspondents forwarded Gascoigne’s post to me, hoping I’d praise it because it is so different from the other CEO communications I’ve shared. And there is a lot to like here: it’s extremely open, fair, and honest. Gascoigne is living his sincere promise to be transparent. But a CEO should be communicating the realities of his or her business regularly, not dropping it all at once in a 3500-word lump along with a layoff. What a team wants from their CEO is to share what’s relevant, not to share everything. This is a good example of how it’s possible to overdo transparency....
As PR pros, we all know there are those pitching missteps that journalists loathe. There are surveys telling us what they prefer and advice on how they like to be pitched.
Did you know, though, that there's a Twitter account where journalists share #PRfails?
Yes, @SmugJourno retweets reporters' #PRfail tweets.
It's a fun account to follow, as not only are many of them laugh-out-loud funny, but you can also gain valuable insight into what not to do when pitching journalists. Have a look....
Well, that sure got weird, didn’t it? Tribune’s takeover of what used to be called Times-Mirror was messy when it started, a decade and a half ago, and has gotten worse every few years: This is the company, after all, that took over several great newspapers, crowed about “synergy,” and made a few legendary editors so uncomfortable that they left their posts. (One of them was Dean Baquet, who’s now executive editor at the New York Times.) And they sold their papers to Sam Zell, who had no background in newspapers and made an even bigger mess of things before filing for Chapter 11. Last fall, the company put Tribune Tower, where its original newspaper is based, up for sale. But now Tribune has a new trick: It has renamed itself tronc – a term that means, in French, “poor box,” and if modulated to “trunk,” something worse. According to Tribune’s current chair, Michael Ferro – who was invited onto the board by former CEO Jack Griffin, whom he fired — this is a bold step into the future. Here’s a corporate release:...
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The Campaign Legal Center is complaining in a letter to the White House that a top adviser to President Donald Trump may be illegally accepting outside professional services. Steve Bannon has worked with publicist Alexandra Preate since he was head of Breitbart News. Preate has continued to work with reporters on Bannon’s behalf even though she is not a government employee. A recent article by the Center for Public Integrity quotes an associate of Preate’s saying she doesn’t receive pay from Bannon. The Campaign Legal Center says that appears to be a violation of what’s called the Antideficiency Act. The law says government employees “may not accept voluntary services for (the) government or employ personal services exceeding that authorized by law.”...
Late last week I flew United from San Francisco to London. As we got on the plane one of the other passengers gave a box of chocolates to the flight staff as an act of kindness and support for the awful week they’ve had. Nearly 300 stories have been published by the leading news orgs in the US and UK about the incident. Unsurprisingly, our analysis shows sentiment of the coverage is almost exclusively negative. Those stories have earned nearly 1 million shares on Facebook in aggregate. That’s a lot of unwanted exposure for the company. It surpassed United’s trouble with leggings from the previous week about four times over....
But to little old me, a sincere apology goes a long way. When I sense genuine remorse, it means a lot to me -- perhaps because it's so rare, at least in my experience. Combined with my nerdy affection for all things marketing, that sentiment applies to brand apologies, too. It's not so much that I think, "Wow, that means a lot to me," but more like, "Wow, that company really nailed saying, 'Sorry.'" So, who's done it best? We rounded up some of our favorite brand apologies to inspire you next time you make a mistake -- and need to admit your wrongdoing....
The striking ads last just 10 seconds, but the spots are ruffling plenty of feathers.A new PR campaign from the Irish Cancer Societyfeatures short promos on TV and social media with the words: “I want to get cancer.” Each spot shows four different people—a middle-aged couple, a young surfer and a young woman in a relationship. Each person says: “I want to get cancer.”Is it too offensive or powerful PR?...
Like our favorite celebrities, brands aren’t perfect. Bad PR is a part of life because people aren’t perfect and the companies they run follow suit. Recently New Balance became the first company to publicly back Donald Trump, a very divisive figure for reasons you would have to be sleeping under a rock to not know already. Priding themselves on being a brand that develops their products on American soil, New Balance saw Trump’s election as an opportunity for business growth and one that would bring more jobs to Americans. However, that is their opinion and not some universal truth. Politics is a tricky place for a brand to choose sides when there are so many issues that people take seriously. Thousands of sneakerheads were outraged at New Balance’s political stance. So outraged that they denounced their love for the brand all over social media by literally posting pictures of them throwing the sneakers away and burning them. Things really spiraled out of control when neo-nazis procclaimed the sneaker to be the official sneaker of white people. Yes, that really happened. Obviously publicly backing a divisive president-elect has some serious downsides with the public, so what do we do as consumers after our favorite brands choose to do something against our personal values?...
Weight Watchers sent lightbulbs like this to female journalists.
The intention was innocent enough – promote a positive body image among women. But the delivery was not so subtle.
Weight Watchers dipped their toes in the "PG sex toy" industry this week, sending out low wattage light bulbs to users – designed to give users a "boost in the bedroom".
But public relations expert, Mike Hutcheson slammed the stunt as fattist, ill-judged and probably "written by a snot-ass skinny person"....
17 of the most offensive and dumb Twitter, Facebook and Instagram fails The Bankers Who Think ISIS Killings Are a Hoot Just last week, six HSBC bankers in Birmingham, England, were fired over re-enacting (and recording, and posting on Instagram) a mock ISIS beheading. One of the bank employees – the one who nabbed the coveted leading role of beheading victim – rocked an orange jumpsuit as he kneeled in front of his five colleagues, who did a lovely job as a supporting ensemble in black tracksuits and balaclavas. They were fired after the super-insensitive clip circulated online, of course. In their defense, the video was reportedly made during a work-sponsored team-building exercise, and you can only do so many trust falls before it becomes boring and, quite frankly, dangerous....
Olympian Ryan Lochte, who was dropped this week by major sponsors including Speedo and Ralph Lauren, has found a brand willing to take him on. Pine Bros. Softish Throat Drops signed an endorsement deal today with Lochte, who will appear in commercial and print ads for the brand. The swimmer thanked the company in a tweet today. Lochte embellished the story of what he claimed was a robbery at gunpoint with fellow swimmers at a gas station in Rio de Janeiro during the Olympics earlier this month, lying about it to NBC's Billy Bush and Matt Lauer (and inspiring some shade from the likes of Al Roker, Stephen Colbert and John Oliver, who all called him out for his behavior). Lochte apologized to Lauer in an interview that aired on the Today Show on Monday, saying that he "over-exaggerated" the events of that night. Lochte's ads for Pine Bros. will feature the tagline, "Pine Brothers Softish Throat Drops: Forgiving On Your Throat," just as the company—and Lochte, himself —is asking the public to forgive him. ...
Gold's Gym is acting quickly today to defuse a PR crisis sparked by an Egyptian franchisee who created a social media post that showed a pear and said "This Is No Shape for a Girl." (UPDATE: The gym chain has posted a lengthy explanation and apology on Facebook, where the company says it has terminated its franchisee agreement with the location behind the ad. See below for the company's full statement.) While the Egyptian location has apologized for the image, it remains in circulation on social media, with many thinking it's an official marketing image for the gym chain. This morning, Gold's Gym's official Twitter account has been responding to many of the ad's critics....
Cannes Lions 2016 has its first truly cringeworthy moment, in the form of a party invitation seeking "attractive females and models only." The email went out to a number of festival participants who planned to attend The Wednesday Party, an event sponsored by digital agency VaynerMedia and media company Thrillist Media Group with a musical performance by Wyclef Jean. UPDATE: Thrillist founder and CEO Ben Lerer responded to the controversy via an internal staff email that appears in part at the bottom of this story. A female agency executive tells Adweek that she and two female colleagues received the email while having lunch in Cannes on Tuesday. One of them forwarded it to women's advocate and agency veteran Cindy Gallop, who subsequently shared it on Twitter and wrote, "It's 2016, @vaynermedia @thrillist. This is not how you party at @cannes_lions." The email was sent by events company iGetIn. Its key section reads (emphasis via the sender of the message): "Thank you for your interest in attending!! Please be aware that this specific list is for attractive females and models only." The note, which was also shared by members of the public Facebook group Cannes for Cannesseurs, then instructs male attendees to "contact the PR departments of the respective sponsors" if they want to get into the party. It requests that women interested in attending send "recent untouched photos and/or your Instagram/Facebook links for you and each of your additional female guest [sic]," adding, "once we have reviewed we will send you specific entry details." ...
Amazon.com Inc. is facing digital backlash following a tweet that was posted just hours after 49 people were killed and more than 50 others injured inside Pulse, a gay nightclub in Orlando, Fla. Amazon, No. 1 in the Internet Retailer 2016 Top 500 Guide, posted a tweet of a ceramic bowl with the words “cereal killer” and a red splatter pattern that resembles bloodstains on it, along with “#Guilty” and a link where shoppers could buy the product. The tweet, time-stamped at 10 a.m. Central on Sunday, was posted as U.S. consumers were learning about the mass shooting in Orlando and as details about the attack and the victims were trickling out. The tweet remained online for about an hour before it became unavailable, and that was plenty of time to draw reaction from Twitter users who called the tweet “offensive” and “insensitive” and said it was poorly timed. The bowl, made by Ohio-based crafts manufacturer Dab-A-Do’s Ceramics, is no longer for sale on Amazon’s site, though it’s unclear as to whether Amazon or Dab-A-Do’s pulled the product. Dab-A-Do’s still had the bowl on its website for $25....
It has been a tense spring in the realm of big-time newspaper consolidation. Back in April, Gannett, owner of more than 100 newspapers across the country, including the flagship USA Today, made a roughly $400 million takeover bid for the Tribune Publishing, owner of the Chicago Tribune, Los Angeles Times, Baltimore Sun and several other titles. The intervening weeks have seen a great deal of maneuvering by Tribune Chairman Michael Ferro to rebuff the bid, an effort that advanced Thursday with the news that Gannett may be backing off its bid in light of “expectations” that Tribune shareholders would back management in a critical vote. [VIDEO: Tribune rejects Gannett’s bid again] Amid all this business, the Tribune lost its mind, in a press release. First, it renamed and rebranded itself: On June 20, we'll be tronc. Yep. tronc. pic.twitter.com/PvK8jtrQbp— Michael Zajakowski (@zajakowski) June 2, 2016 “Tronc” stands for “Tribune online content,” or, as this tronc press release renders it in smaller case: “tribune online content.” So obsessed is the new, rebranded company with the Web’s lower-case vibe that its press release starts various sentences that way. ...
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In our 48-year history, these are the harshest sanctions PRCA ever has handed down to a member. They reflect the severity of Bell Pottinger’s breaches of PRCE ethical frameworks. And they reflect how seriously PRCE takes those frameworks