Self-Serving PR is Never Okay: Just Ask Dane Cook

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danecookOn May 30, Boston hosted a fundraiser concert for The One Fund to support victims of the Boston Marathon bombings. By all accounts, it was a great success with numerous celebrities, most with Boston ties, contributing their time to help raise $1.5M for the fund.

Unfortunately, the event and the meaning behind it was marred by the decision to halt live web streaming of the event at the request of comedian Dane Cook. As he explained on Twitter, he didn’t want his new material to hit the airwaves yet and sought to minimize that risk by shutting out millions of online viewers.

It’s certainly no surprise that folks in the Boston area have some rather strong opinions about the topic. Some believe he used this charitable event as a promotional opportunity; others believe he was justifiably concerned about protecting his material. Personally, I question the event producers’ decision to go along with this, as catering to celebrity demands seems to go against the overall spirit of the event.

Which got me thinking: Why, in this social media-empowered world, would anyone pull a stunt like this and not expect widespread negative backlash?

Perhaps Cook and his management subscribe to the old school mindset that ‘any press is good press.’ Or perhaps they just didn’t think it through. History is overrun with stories of brands and celebrities using tragic events for personal gain. As PR professionals, we’ve all been in the position where we’ve had to carefully weigh the potential backlash of a disaster-related story and have advised caution versus the risk of appearing insensitive.

This is precisely why I wanted to weigh in on what Cook could have done differently to avoid – or minimize, at the very least – the damage.

  1. Don’t. Just don’t. Charity events are neither the time nor the place to be opportunistic. If leaking information is too large of a concern, use other content – or don’t participate.
  2. Seek feedback outside your immediate circle/company. Cook’s agent or manager has as much stake in his success as he does. Can they truly be impartial? And where, oh where, was his publicist?
  3. Know your audience. Whether you’re delivering a presentation at an industry conference, visiting a partner in a foreign country, celebrating a company milestone with employees, or entertaining the Boston Strong community, it is vitally important to understand what your audience is all about. Know what they care about, learn what to avoid, and customize your actions to best fit their needs.
  4. Don’t underestimate the power of social media. Yes, social media can be a boon for many, but it also has the potential to be a monster…a living, growing, roiling beast with sharp claws. Don’t ignore it, and never underestimate its potential to both help and harm.
  5. Apologize. A heartfelt apology can go a long way. Sam Fiorella at Sensei Marketing shares some excellent examples of well-executed brand apologies and their PR value.

In the end, Cook’s actions may have been self-serving, but he did fly across the country to take part in an important fundraiser and I suppose he should get some credit for that.

So what if he locked out a couple million viewers (and satellite radio listeners)? Did he really cause any irreparable harm to The One Fund or to those people in attendance at the event? Probably not. Does that make it okay, though? Hell no!

And as this PR firestorm rages on, I’m willing to bet Cook recognizes his colossal misstep for what it is: a big fat PR don’t.

A lesson in social media missteps: Advice for Amy’s Baking Company

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o-AMYS-BAKING-COMPANY-facebookBy now most of us have heard of the recent social media meltdown by Amy’s Baking Company Bakery Boutique & Bistro owners, Samy and Amy Bouzaglo.

The Scottsdale-based couple was recently featured on an episode of Gordon Ramsay’s “Kitchen Nightmares,” where, ultimately, the Bouzaglos were allegedly so difficult to work with that Ramsay fired them.

But what started as reality TV fodder unraveled into a crisis communications professional’s dream this past week, when they took to the company’s Facebook Page to respond to criticism and comments.

Instead of quelling the storm, however, the Bouzaglos only added more fuel to the fire. In their misguided attempts at defending their brand, they provoked exponentially more derision via comments on Reddit and negative reviews on Yelp.

The downward spiral continued (although many of the negative comments have been removed, highlights were documented in this Buzzfeed post) until Amy and Sam seemed ready to wave the white flag by declaring that their Facebook, Yelp, Twitter account, and website had been hacked.

But the next chapter of the saga started when, in an attempt to disassociate itself from the surrounding firestorm, the restaurant opened a new Facebook page and posted an update about the alleged hacking.

Strangely enough, though, the tone and content of the posts on the new page were very similar to the “hacked” comments on the original page. This has only incited further interest from Internet trolls who are still flocking to the page in droves (follower counts went from 2,800 to more than 100,000 at this writing) to follow the drama as it unfolds.

As the tirade continues to make news, many people are calling for the restaurant to close its doors. The incident has certainly sparked conversation amid the PR community about brands and how they handle social media, so we wanted to share a few takeaways on best practices for managing similar situations before they become a national debacle.

  1. Pick your battles. The Bouzaglos attempted to take on the entire Internet, it seems, by responding to every Facebook post and creating fake Reddit accounts to take on commenters there as well. Instead, had they prioritized and responded only to a select number, they could have avoided they angry mob that ensued.
  2. Don’t engage trolls. It’s a fact of our digital world that some people get their entertainment by being a thorn in others’ sides. Instead of feeding into this aggressive group, the Bouzaglos should have had the sense to step away and ignore these commenters, as nothing good comes from interacting with them.
  3. Keep a cool head. Online, as in real life, it’s a good rule of thumb to restrain yourself from knee-jerk reactions. Although the Bouzaglos were no doubt feeling attacked, defensive and angry, they would have done well to wait and let their emotions settle before resorting to name-calling, insults and other derogatory language. Remember, everything is permanent once it’s posted online.
  4. Finally, be honest…or be prepared to face the consequences. This is the golden rule of social media, PR and marketing. In the case of the alleged hacking, the last thing the Bouzaglos should have said was what they did: “Obviously our Facebook, YELP, Twitter and Website have been hacked. We are working with the local authorities as well as the FBI computer crimes unit to ensure this does not happen again. We did not post those horrible things. Thank You – Amy & Samy.” Consumers are very savvy and can sniff out the truth, so other brands would do well to heed this warning, as well.

Got any other words of wisdom for the Bouzaglos? We’d love to hear your thoughts in the comments below!

Life Lessons From Mom That Also Apply to a Career in PR

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For some of us, “All I Ever Really Needed to Know I Learned in Kindergarten” still rings true. Play nice, share with others, don’t interrupt, work hard; the list goes on.

For me, a lot of the advice I call upon in my adult life revolves around what my parents taught me. I use their advice in parenting, how I treat my loved ones – both family and friends – and everything in between. Much of their advice I even apply to my career as a PR executive. In honor of Mother’s Day, I wanted to share my thoughts, and those of my teammates, on how Mom’s early lessons stick with us and still help us in our careers today.

momWhen I was young, I struggled with math. Words always came much easier to me. As the daughter of two parents who worked for a national newspaper, you could say it was in the blood. How could I get through this math monkey on my back and change my perspective? My mother taught me that we all have to do things we don’t want to do. We all have to tackle the hard things. Part of life is this yin and yang of easy and hard. So with the assistance of kind teachers, patient parents, and most importantly a change in me, I switched my thinking and began to use the mantra, “I will not give up.” I heeded my mother’s tough advice. She didn’t have a ton of sympathy, but rather told me over and over, “Keep at it, be tough, and do not give up.”

I am no longer tackling Pi or the Pythagorean Theorem, or cringing after being called up to write on the blackboard in math class  – but each day as a PR professional, I am still faced with challenges that call for mental toughness and confidence. This is when the parts of my job that are harder and grittier than others call for my mom’s good old “don’t give up” mantra. This mantra makes for happy clients, solid journalistic relationships and a constant quest for me to deliver top results while striving to do better.

My PerkettPR colleagues shared what they’ve learned from their mothers as well. Here’s a collection of the awesome advice that they still carry with them in their PR careers.

From Christine Perkett

My mother taught me not to undervalue myself – which comes in handy when negotiating as both employer and vendor. My grandmother taught me that men are like street cars — a new one will always come along. I say the same is true clients – not that I don’t appreciate the ones we have (I so do!), but that they come and go and that losing one is not the end of the world.

 From Susan Sweenie:

My mom taught me that even when dealing with someone tough or not interested, just kill them with kindness. 

From Crystal Monahan:

I’ve had the privilege of having two moms in my life – my actual mom and my stepmother. Although different in innumerable ways, they both share one admirable trait that I have tried to emulate in my life and career. They both possess a remarkable work ethic. They work dawn to dusk if necessary. They have held multiple jobs to provide for their families. Nothing is beneath them – if it needs to get done, they do it. They both understand that nothing in life comes free and great pride comes from a job well done.

I’ve always tried to do my best and work my hardest, and have always appreciated the sense of accomplishment at seeing the results of my efforts whether it’s completing monthly status reports on time, writing a solid press release, or seeing my clients in the media.

Whenever I’m feeling lazy, I think about my two moms and I know they’ve probably already accomplished more in a day than many people do in a week, and I’m inspired to get back to work.

From Susie Dougherty:

“Mind your manners…” Something my mom was a stickler about, much to my benefit. I think most of us (well, maybe not as many as I’d like to think) grow up to be mindful of the simple words and gestures that help make us respected adults. But with today’s email and social media – suddenly a lot of those manners have gone out the window. Thanks to my mom for somehow making those words stick –even as the Internet has fundamentally changed in so many ways how we communicate. I’m still using my manners behind my laptop or iPhone or tablet screen – and I know that stands out to clients, reporters and even my own colleagues.”

From Jennifer Hellickson:

My mom’s a big proponent of the Golden Rule – treat others as you’d like to be treated – and this goes a long way in PR. Going that extra mile for both our clients and our colleagues in the media means trying to not only think from their perspective, but also anticipate their needs, as well. This creates a better working environment for everyone and ultimately allows us, as PR professionals, to better serve the company’s mission.

From Heather Bliss :

Mom taught me so many amazing lessons, but one of the most valuable was to be a good listener and problem solver. She has an uncanny ability to be able to listen to ANYONE, and I mean anyone. Whether it’s a family member, friend, colleague or a stranger on the park bench next to her — if they have a problem my mom has the time and patience to listen and to try and help solve it. I learned how to translate some small part of this gift of hers to my work in PR to really listen to clients and understand the issues they face and try to problem solve solutions as my mother would with quickness and calm.

And, fellow PerkettPR staff member (and new mom herself) agrees:

Johanna Lucia adds:

My Mom always taught me the importance of being a good listener. She helped instill this very powerful life skill in me, and when it comes to PR– we need to hear our clients. Listening to our clients’ wants and needs is a vital part of our role and in helping develop effective PR strategies.

What inspirational mom lessons can you share with us? Do you have a favorite piece of advice learned in childhood that still remains a part of your work habit today? Please share your stories in the comments.

5 Elements of an Effective Press Release

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press_release_writing“The shorter and the plainer the better.” –Beatrix Potter

“Brevity is the soul of wit.” – Shakespeare

Minute by minute, a dizzying amount of data is created in this content-driven world. (Don’t believe me? Check out this infographic from DOMO )

And as PR folks, we’re under the gun to get the message across – clearly, thoroughly and correctly on behalf of our clients.

More often than not, this takes the form of a press release, the worth and future of which has become an annual debate. (But that’s another blog post entirely… For our purposes here, rather than dispute its inherent value, let’s focus on a few ways in which we can improve upon the content of future announcements we’re putting out into the ether).

I found a great article by Bill Stoller, The Ten Commandments of a Press Release, where he outlines his top ten “shalts” and “shalt nots.” In it, he argues that “when the recipient of a release focuses only on its content — and not on its creation — the writer has succeeded.”

Stoller’s point is an important one: Good writing allows the reader to focus on the message versus the medium. Although we’re taught to write one way growing up, I tend to think that the most effective press releases today follow these five guidelines:

  1. K.I.S.S. “Simple” works, but “short” is even more impactful in our content-crazed world.
  2. Sell the story, not your company. Yes, we know who is paying for the release, but that doesn’t mean anything if no one wants to cover it, correct? Take the time to create context.
  3. Remember your audience. Resist the urge to use marketing speak or pepper in industry acronyms. B2B or B2C, it’s doesn’t matter; keep it straightforward and interesting.
  4. Do the legwork. Again, know your targets and how they like to receive content. Social media savvy? Try tweeting a link to the release. Very visual? Scrap the words and make an infographic with your information. Make it easy for journalists to do their job, and they may just reciprocate.
  5. See number one. We’re following our own rules here.

Do you have any other principles for better press releases that you’d like to see added to the list? We’d love to hear your thoughts!

Measuring the Real Value of Media Coverage

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Public-Relations-Results-Measuring-&-Determining-ValueI came across an interesting blog post in MediaPost recently in which the author, travel PR executive Vicky Hastings, noted that quantitative measures are no longer sufficient for measuring the success of PR. Hear hear!

While the ‘what’s’ and ‘how’s’ of PR measurement will remain in debate for years to come, particularly as the industry continues to add social media to their PR mix, what I found of most interest is the recommended approach to measuring and reporting on media coverage.

Like the author of the above-mentioned blog post, we at PerkettPR believe that media coverage should be measured on both quantity and quality. Yes, the quantity of articles is important, but I’d argue that the quality of that coverage is equally important. Even as I write this, however, I know there will never come a day when a client requests great articles over more articles. ☺

Media Coverage ≠ Ad Space
We do agree that the purpose of media relations is not only to generate awareness, but to also obtain third party validation. A journalist-written article about a brand or its product is inherently more valuable than purchased ad space. The author notes that advertising equivalencies (AVEs) should never be used as a measurement for media coverage, and we wholeheartedly agree.

Measuring against AVE’s is an outdated and inaccurate assessment of an article’s value for several reasons – not the least of which is the existence of digital-only publications and the fact that 50 percent of consumers read their news online (The Social Guy offers some insight on how AVEs work – or don’t – in the digital age).

Another big one in my book is that it doesn’t take into account the quality of an article. Granted, quality is a unique and somewhat subjective factor in media measurement. While one can argue that a quarter-page ad in Forbes offers more value than a similar ad in a trade publication, that’s not necessarily true. It may cost more, but it’s the impact of the ad that matters.

Value is in the eye of the beholder
The same holds true for media coverage. The perception of value is largely dependent on the publications that best deliver on an individual company’s PR goals. For example, if the first goal of PR is to drive leads for the sales team, a trade publication read by sales prospects may be more helpful in generating leads than a story in a top business outlet; and will therefore be perceived as more valuable.

Shouldn’t that article then be measured more highly in accordance with its perceived value?

Next, consider the elements that make up that article. Does it hit on the company’s key messages? Does it include a spokesperson quote? A customer success story? Or even a photo or screenshot of the company’s product? Each of these elements not only adds another layer to the story, but also offers greater value. To measure an article that contains all of these elements simply by how much ad space it commands is hardly a true assessment of its actual value.

Measurement Matters
At PerkettPR, we promote a broader view and definition of media measurement to our clients, and by and large, they agree with this approach. But determining what to measure is only half the battle. Figuring out how to measure it is the hard part.

That’s why we’ve developed our own proprietary methodology and reporting process to address this need, but we’re curious to know what others are doing to measure and report the real value of media coverage.

Got any tips or insights you’d like to share? What do your clients ask for or care about most? We’d love to follow this post with a round up of your best ideas.

Tell your story – Storify

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storifyWorking in an industry that’s constantly evolving, it’s imperative in PR to stay on top of the latest technologies, tools, and services. Whether it’s a social network (we love LinkedIn for networking and thought leadership opportunities) or a social media management tool (Hootsuite is on the top of our list)—we’re always on the look out for new and innovative ways to improve efficiency and enhance our client service. Being open-minded to new ideas, testing out new processes, tools, and services helps PerkettPR remain in the forefront. Did you know in 2008, we were one of the first PR firms to join and find value in Twitter? So, it’s no surprise that when I came upon social media curation service, Storify, I was eager to explore this social network that allows users to tell virtual stories using videos, pictures, tweets and more.

In PR, storytelling is pivotal. Every brand has a story. And it is how a brand creates a story for its target audience—one that features compelling content and meticulous thought – that makes it relatable and engaging; however the way we tell the story has evolved from traditional mediums like newspapers to the concise art of 140 characters. Storify extends our “storifying” abilities even more. Being in PR, this network is especially enticing as it gives us the control to creatively tell our clients’ stories – on our terms. Whether it’s showcasing client coverage, sharing videos, or promoting an upcoming event there are many valuable uses for this tool. Storify makes stories more interesting and authentic—bringing together many voices into one story—allowing a brand to build more trust and credibility with its audience. This network proves to be both interactive and social—giving stories depth and resonance—qualities needed in today’s social media savvy age.

In fact, Storify recently launched Storify Business, a premium service that allows companies to spread story content more effectively while building their brand presence. Some of the new specialized features include the ability to make stories private, more accurate analysis of results, real-time updates, CSS styling with custom story display, and enhanced technical support. We’re looking forward to seeing how marketers and companies alike embrace this new service.

Do you use Storify? Is it useful? What are some of your favorite stories? What additional features would you like to see to further boost your story? Please share your thoughts in the comments below.

What does a public relations agency do?

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QuestionMarkNo, seriously! Perhaps you’ve come here looking for public relations help with your company or a job in the field, or maybe you simply stumbled across our blog (in that case, hello and welcome!). But either way, there’s a good chance you may find yourself asking that very question at one point or another.

And you’re not alone. There’s a reason we have a dedicated Facebook page about the fact that explaining what we do can be tough – even for us folks in the industry!

I can’t tell you how many times I’ve fielded questions from people about “ads” or “articles” at personal gatherings and family functions when the inevitable job topic arises. I don’t think I’ve ever described it the same way twice; the definition may start off the same, but it usually ends up taking different paths each time, based on the audience and the types of questions they’re asking.

And rather than give a tactical rundown of a ‘typical’ days’ worth of activities (e.g. writing a press release or pitch, tweeting, calling media contacts, brainstorming during a messaging session, monitoring client and competitor news), it’s oftentimes more effective to address the actual purpose of our job – meaning raising awareness, shaping a brand, influencing demand, generating leads, and much, much more.

So, inspired by a recent Forbes article on the topic, we decided to tackle the topic ourselves. See below for a sampling of some of the PerkettPR staff’s perspective on wrangling the ever-evolving definition of PR and what it is we’re doing here:

“One of my favorite quotes having to do with the definition of PR is from Reader’s Digest, attributed to M. Booth and Associates: “If the circus is coming to town and you paint a sign saying ‘Circus Coming to the Fairground Saturday,’ that is advertising. If you put the sign on the back of an elephant and walk it into town, that is promotion. If the elephant walks through the mayor’s flower bed, that is publicity. And if you get the mayor to laugh about it that is public relations.’ But even though this definition drives at the heart of PR, what we do encompasses a whole lot more than that!”

“On a daily basis our roles are ever-changing and hard to define – from media relations, crisis communications, social media, copywriting, event coordination, C-level strategy sessions, reputation management, videography, web design, customer service, infographic creation, etc. But the one constant is the overarching common thread between them that stays the same – the value we add by earning people’s attention though a thorough understanding of our audience(s), well-crafted stories and good old-fashioned communication skills.”

“Public relations is a form of marketing where I utilize my writing and communication skills to make the public understand my company’s product or technology. It is my job to spread the word about the product or technology in a positive way to keep customers coming back again and again.”

“When I started in this business, I thought of my job as creating awareness. And while I think that’s still true, the way we accomplish this has changed dramatically. Now I tend to think of PR as a form of content creation. Whether it’s creating news via press releases; visuals such as infographics or video; events like Twitter chats or Google Hangouts; or creating community via engagement across social channels; these efforts and the resulting content combine to create awareness for our clients. Regardless of how we define PR and the role agency plays, there’s no doubt we play an important part in our clients’ success directly and indirectly.”

“Defining PR is no easy feat – especially as its definition is constantly evolving. Good PR, however, is the process of building relationships, creating conversations, influencing the news while shaping a company’s brand perception. It’s how a company engages, discusses and fosters positive awareness with the right audience at the right time using the right medium. PR is powerful, and Bill Gate’s summed it up the best when he said, ‘If I was down to my last dollar, I’d spend it on public relations.’”

Got anything to add to our descriptions of the PR function? We’d love to hear your thoughts in the comments below!

Lights, camera, action, oh my?

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clapper with handsJust as personal computers and the Internet have sparked the writer and publisher in everyone; camera enabled devices and social media are now making videographers and producers of us all. Video has not only become a part of everyone’s social life, it’s become a necessary skill in the public relations and marketing world.

Shooting and editing video has never been more accessible. Whether you use a laptop, tablet, phone, helmet, or glasses you have a video camera at the ready. With a little luck, you can capture the fun, happy, mundane or big moments in your life with ease. Where do you start when you need to shoot video in a professional capacity? A shaky camera and bad lighting may fly in coach, but a poorly shot video will lose its charm in business class.

Here are some simple tips to consider for your next video shoot:

  • Use a tripod if/whenever possible.
  • Position your subject (or yourself) a little to the left or right of center and leave a little headroom at the top of the frame.
  • For online video, avoid pans (horizontal movement of the camera) and zooms (focusing in or out using the zoom feature on the camera).
  • Don’t shoot your subject in front of a window or with the sun behind them, the best light source comes from behind the camera. If you happen to have a lighting kit – or even a few floor lamps – check out Media College’s illustrated guide to Three Point Lighting Technique.
  • Use the viewfinder on the camera to watch the interview at the same time that you look over the camera and make eye contact with the subject. This puts the subject at ease, gives him/her someone to look at and also makes the interview more natural-sounding.
  • If your subject will be looking off camera for cues, it will work best if you sit next to the camera and have your subject focus their attention towards you, not the camera, and you provide cues. This also helps put the subject as ease and makes the interview feel more natural overall.
  • Don’t make any sound at all when your subject is talking. Flipping pages, coughing, moving in chair, etc. can all get picked up by the camera’s microphone and will surely sound undesirable to viewers.
  • If your subject stumbles in their response, instruct them to relax, gather their thoughts and respond again. Make sure they do not feel rushed.
  • If your subject is willing, consider shooting multiple takes. When editing footage, it is always helpful to have multiple takes to choose from. If nothing else this offers your subject the opportunity to run through the process and to feel more at ease in subsequent takes.

Circle back after the shoot for Part 2, where I’ll discuss choosing a video editor and provide some helpful editing tips.

Have some helpful tips of your own? Please leave a comment below.

Considering a career in PR? Tell your story for a chance to win

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VideoInterviewCalling all future PR pros! Test your storytelling chops in a new video contest called, “Take Flight with PR,” launched this week by the Council of Public Relations Firms (Council), our industry’s trade association.

Contestants are invited to choose an interest, idea or passion they have, showing in their videos how a career in public relations would enable them to bring their dream to life. In particular, the Council is searching for the best video that most persuasively, and creatively, finishes this sentence:

“A Career in PR is an opportunity for me to: _______________.”

The contest is aimed at showcasing the multitude of careers possible at public relations firms, including career paths in brand marketing, public advocacy, video production, design, and more.

Submissions are being accepted from now until June 28, and then crowd-sourced voting will determine nine finalists, plus one “critic’s choice,” who will advance to the final round to be judged by a panel of PR pros.

Prizes will include a $2,500 cash prize, an expense paid trip to New York City for the winning video’s premiere at the Council’s Oct. 23 member dinner and online visibility on prfirms.org.

“It is critically important that we as an industry continue to educate the next generation of PR practitioners about the many career opportunities that exist in our business,” said Kathy Cripps, president of the Council of Public Relations Firms. “When it comes to finding the best people, we can’t be complacent. We need cutting-edge talent across disciplines to push our industry to new heights. We hope this video contest showcases both memorable creativity and great future PR talent.”

PerkettPR’s ‘Naughty & Nice List’ for PR and media in 2012

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Before 2013 gets too far ahead of us, we wanted to share our look back at 2012 – a year in review of the PR triumphs and tragedies that made headlines: The good, the bad, the ugly. Here are a few of our top picks, along with the applicable business lessons we’ve learned from them.

First, the ‘Nice’…

Election Goes Social. This year’s Presidential race was one for the record books. The polls were close, the predictions were numerous and the attack ads were relentless, but it sure got national conversation going. From Big Bird memes to non-stop Invisible Obama jokes, the 2012 Election was one of the most shared and commented-on events in social media history.

Our takeaway: Ignoring the opportunity to engage via social channels is no longer an option.

 

NYC Marathon Near-Misstep. After becoming a lightning rod for criticism in the wake of Superstorm Sandy, Mayor Michael Bloomberg and organizers of New York City Marathon cancelled the race amid growing concerns that holding the event would divert resources from cleanup efforts. As a result, thousands of would-be marathon runners converged on the area to put their endurance training to work by lending a hand.

Our takeaway: The most effective crisis control always includes empathy for all involved.

 

Hostess Hoarding. After filing for bankruptcy twice this decade, Hostess threatened to liquidate after announcing that it will lay off 18,500 workers, blaming a labor strike. As a result, consumers took to convenience stores to snap up the snack cakes, and a ten-count box of Twinkies was even seen listed on eBay for an opening bid of $200,000, with a buy-it-now price of $250,000.

Our takeaway: Beloved brands die hard (as does the nostalgia of childhood!).

 

Royal Treatment. After years of tragedy (Diana) and scandal (Fergie) plaguing the palace, the Queen sought outside PR assistance, but it wasn’t until 2012’s Diamond Jubilee, Royal Wedding and baby news that the Monarchy seems to have emerged from its former dark days. As the most popular royals in history, William and Kate’s impact is far-reaching and, as a result, support for the Monarchy is at a 20-year high.

Our takeaway: Don’t underestimate the power of the ‘right’ spokesperson.

 

And now for the ‘Naughty’…

 

Fast Food Backlash. Between McDonald’s supersized #McStories Twitter backlash, Burger King workers behaving badly, Taco Bell employees defiling menu items and the industry grappling with the stigma of pink slime, it’s been a rough year for the fast food industry.

Our takeaway: For better or for worse, remember that every employee is an extension of your brand – and a network branding blitz can do a lot to promote panic.

 

Rogue Tweets. In an epic #BrandFail, we saw several companies get burned in social media mishaps: Chrysler’s Twitter account dropped the F-Bomb, a Red Cross employee tweeted about getting “slizzered,” a Ketchum exec insulted a client’s hometown and KitchenAid mocked President Obama’s dead grandmother on Twitter, just to name a few.

Our takeaway: Heed the old “measure twice, cut once” woodworking maxim and always “check twice, tweet once” when manning multiple handles.

 

Retail Blunders. In an attempt to ride the coattails of the storm, several retailers tried to be savvy with their marketing efforts, but ended up getting soaked for capitalizing on bad news. For those “bored during the storm,” American Apparel advertised a “Hurricane Sandy sale” in the Northeast with the checkout code “Sandysale.” Gap had the decency to plead that residents “stay safe,” but then followed it up with an inappropriate, “We’ll be doing ‘lots of Gap.com shopping today; how about you?” And last but not least, Urban Outfitters glossed over the storm with an offensive pun about wind, offering free shipping with the checkout code “Allsoggy.”

Our takeaway: There’s a thin line between agile and opportunistic, edgy and offensive – tread lightly.

 

Apple & Instagram Outrage. This year we also saw rivalry and greed get the better of some companies. For example, in the next chapter of the Apple vs. Google saga, Apple ditched pre-loaded Google services, such as Maps and YouTube, from its iOS 6 update. This was only made worse by the release of their own (ineffective) Apple Maps platform. And most recently, the majority of us have been involved in the collective Internet outcry against Instagram’s change(s) in its terms of service, which is still in the process of getting settled.

Our takeaway: Consumers don’t take kindly to feeling taken advantage of, and thanks to the web and social media, they have found their voice – and it can be heard louder than ever before.

 

Any other PR peaks and pitfalls from 2012 that you’d like to add to this list? Tell us in the comments below!