Archive for the ‘Public relations’ Category

Customer service communicates values, part 2

Monday, June 18th, 2012

Actions speak louder

Last week we talked about how customer service (as in actions) communicates a company’s values far better than any fancy slogans, and we gave an example of a business that was doing it right.

I also promised to talk about a different experience. (more…)

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Censorship just boosts message spread

Friday, June 15th, 2012

Despite the title, I know that not all censorship boosts communication. Repression and violence coupled with censorship can prevent a message from getting out. Nevertheless, it strikes me that censorship attempts in a free (or at least semi-free) society usually backfire.

Thanks to Learning with ‘e’s for pointing this one out.

A Scottish local authority thought a 9-year-old’s blog was making them look bad, and tried to shut her down. The result: her blog has now registered nearly 4 million hits, which means that a ton more people know how bad the food in her school is than otherwise would have. (more…)

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Customer service communicates values, part 1

Saturday, June 9th, 2012

 Actions speak louder

Remember that old saying? Attributed to Ralph Waldo Emerson, but probably a simplification of the original, the saying is, “What you do thunders so loudly, I can’t hear what you’re saying.” Lost to history is the origin of the underlying principle, “Actions speak louder than words.” Modern communication scholarship confirms that when behavior and words contradict, we believe the nonverbal communication.

That’s why customer service communicates so clearly. When companies declare how important their customers are, and yet their policies and actions say otherwise, then guess what? (more…)

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A new look at journalism

Saturday, April 11th, 2009

Kristen King (no relation to me, as far as I know) attended the Region 2 conference of the Society of Professional Journalists, and shared her summaries of several of the sessions. This is very useful information for information workers of any sort, but particularly for journalism and even PR students. This is boiled-down, pure, cutting-edge information. Take the time.

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Thinking in terms of benefits

Sunday, April 5th, 2009

Speech and PR students, listen up: “Website Copy with Benefits: James’ Take” gets at a critical component of persuasion concretely. Unsurprisingly, it gets at audience analysis, in the sense of “understanding your audience, look at it from their point of view.” Go, go, read it all. Please, before your next persuasive speech or copywriting exercise.

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Study shows social media useful for marketing (maybe)

Friday, March 27th, 2009

Kristen King (no relation to me) effectively explains the study that examines how marketers are using social media and what kind of results they’re getting. She includes a link to the complete study as well, but read her take on it first.

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