Public Relations & Social Marketing Insight

Scholars in public relations have contended that organization-public relationship (OPR) quality has multiple dimensions, including the oft-cited list of trust, satisfaction, control mutuality, and commitment. The concept of OPR quality is assumed to be positive (Heath, 2013), which nevertheless does not describe relational problems in reality. In this blog post, I introduce an additional side of OPR quality—distrust, and how it differs from trust.

 

Distrust is often considered as simply the opposite of trust by organizational researchers and excluded as a component of OPR quality in the public relations literature. However, distrust is not the absence of trust. For example, an employee may have both low levels of trust and distrust in his or her colleagues who resemble casual acquaintances in the organization. They only occasionally cross paths with these coworkers. They are not confident in or very watchful of these relational partners. Also likely the employee could feel both high levels of trust and distrust in his or her superiors. They trust the management, as representatives of the organization, in some aspects but distrust in other aspects.

 

In an employee survey (N=583), I tested distrust as a new dimension of OPR quality (Shen, in press). I found that both distrust and trust were distinct from each other. The study suggested that OPR quality is not inherently positive. Employees may perceive sinister intentions of the organization’s conduct. Even those who highly trust their employing organizations do not necessarily perceive low distrust, and vice versa. Employees could feel confident about the organization’s capabilities—trust, while at the same time they are skeptical about whether the organization keep employees’ interests in mind when making decisions—distrust....

Investigating the gun industry, Muslim extremists, and high-stakes litigation, I’ve grown accustomed to deadline intimidation from corporate legal departments or an executive’s personal PR squad, but only this week am I getting a feel for what it’s like to be the target when a sovereign nation goes into crisis-communication mode.

Worried about revelations in Law of the Jungle, my soon-to-be-released book about the epic Chevron (CVX) oil pollution case, the Republic of Ecuador’s U.S. public relations advisers, New York-based Ketchum, has sent a six-page, single-spaced memo to Ecuador’s ambassador to the U.S., Nathalie Cely. Marked “reservado y confidencial,” the memo, prepared in Spanish throughout, outlines “difficult questions” the book raises “that negatively affect Ecuador,” and includes an ad hominem swipe. “It remains unclear when and how many times Barrett visited Ecuador or if he interviewed anyone from the Government,” the memo states. “This can be converted into a point that we can raise, but only in suitable settings and among appropriate journalists.”

I obtained a copy of the memo from a helpful noncombatant who works for neither Ketchum nor the ambassador and who requested anonymity for all the obvious and usual reasons. The damage-control document is a peculiar combination of advice on how to discredit the messenger—“this can be converted into a point …”—and admissions that the book raises issues that do not reflect well on Ecuador’s government....

People who don’t understand PR tend to conflate it with media relations. While earning media coverage is just one of many PR activities, the profound changes shaking the news business are good news for public relations. There’s hardly an online news outlet that hasn’t taken steps to offer native advertising. The decimation of the ranks of paid journalists means more opportunity for brands to influence what gets coverage. The ability for companies to go directly to their audiences, bypassing the filter of the media, has reduced reliance on hostile outlets to tell company stories.

If you think all this presages a rosy future for the PR business, think again. As PR becomes an increasingly potent force for shaping the news people see, practitioners will need to be at least as accountable to the public as they are to their clients. The time has come to take the “public” in public relations seriously....

Nothing gets management's attention faster than negative media attention.

 

Want to get a company's attention? Go public with your gripes. Few things prompt change in U.S. businesses as much as bad media attention does, new research shows.

 

A study by University of Illinois business professor Michael Bednar found that negative media coverageprompts firms to engage in greater levels of strategic change than previously thought.

 

"As the news media reports negatively about firms, that registers with executives," Bednar said. "And that, in turn, prompts executives to engage in larger-scale strategic change."...

Venture capitalists are hiring full-time public relations experts to tell bloggers and reporters of their investing prowess.

 

 It wasn’t so long ago that venture capitalists kept secrets. The young start-ups they backed certainly sought attention, but most venture capitalists operated under levels of secrecy typically reserved for Swiss banks....

 

Investment partners at Sequoia even used a disparaging name for venture capitalists who promoted themselves to the press: “parade jumpers.”

 

Now, Sand Hill Road in Silicon Valley is one long parade route. Venture capitalists are hiring full-time public relations experts to tell bloggers and reporters of their investing prowess. They publicize their every doing and thought on Twitter and in blog posts.

 

In the last year, several top firms have hired people to handle marketing, branding and public relations full time. Among them: Kleiner Perkins Caufield & Byers, Lightspeed Venture Partners and True Ventures. Many others, like Benchmark Capital, New Enterprise Associates and Greylock Partners, keep public relations firms on retainer.

 

[Reputation matters and sociaal media is playing a key role in PR & VC success - JD]