Leaders must speak with one voice, have coordinated, unified message

Avoid confusion with a primary spokesperson

Have you ever heard that there are two sides to every story? Or multiple ways to answer a single question? No doubt you have. There are multiple perspectives for every situation. In life this can be good. When it comes to your business’s reputation, multiple perspectives and answers can be problematic if they do not mesh.

The goal when interacting with members of the media is to avoid contradictory information delivered by multiple individuals. If several sources give differing information to a media representative and these are used in a news story or online piece, how does the public know which information is correct? This inconsistency will lead to issues with credibility and can be damaging especially if sources offer contradictory thoughts or facts about a situation. The solution to minimize information confusion is to have a single person responsible for delivering information to members of the media.

Who communicates a message or speaks for your business?

When it comes to your business, it is always preferable to have a single person act as your company’s designated spokesperson and official media contact for your company. Your dedicated spokesperson must be media savvy, understanding how to interact with journalists accurately and communicate transparently.

For a small business, the designated spokesperson might be the CEO or the Director of Marketing, or may even be an external public relations firm representative.

When you have a critical situation in which you’re communicating technical information you may also want to have a subject matter expert speak in conjunction with your designated spokesperson. Subject matter experts can often convey a highly technical information in a way that bolsters the message and helps people understand complicated topics.

For larger firms there will be a communications team whose job it is to speak with members of the media. There may even be specific individuals who are aligned with the various publics or audiences of the corporation: customers, stockholders, employees. This team is coordinated, so they all deliver the cohesive information.

Unified messaging whether in a crisis situation or in regular PR and marketing communications is mandatory. When you have several people who communicate with the media without coordination, the result can be detrimental publicity which damages your reputation.

Multiple points of view help shape credible messages

When working out what to say and how to respond, every viewpoint of the potential audiences must be comprehended. These viewpoints shape the manner, tone and content of a response. Evaluate and utilize insights from all your constituencies in order that the resulting message does not open up a minefield of other issues.

You have seen this happen when leaders deliver tone-deaf messages which cause slights or insult various members of the public. As an example there is the apology type I call “sorry, not sorry”. A classic example is United Airlines’ 2017 contrasting initial public response and employee directed response to the involuntary removal of a passenger from their plane. [Read the story on PR News Online.]

Annual communications audits and training

Annually your communications team or corporate spokesperson needs to work with the company leaders to identify key messages. They also must identify potential vulnerabilities and outline for the team how those vulnerabilities — if they become occurrences — might impact your business. After having identified potential threats, whether it’s a customer complaint which goes viral via social media, violence in the workplace or a storm which disrupts business, you can outline an initial message and points of response. Keeping these points fresh and updated allows you to respond with nimbleness to an immediate situation.

The foundation of these plans will include who will speak in each given situation and who has the responsibility of communicating on behalf of the business. As noted earlier, in some situations you may be able to benefit from having subject matter experts partnered with your designated spokesperson.

How will frontline staff interact with the media?

When members of the media visit your business locations and attempt to speak with people who are not designated to speak with the voice of the company, it’s critical that frontline staff understand how to react as well the appropriate method for providing contact information for the designated spokesperson. One of the simplest ways to do this is to have the unit manager meet the media person if they are in the store or speak with them on the phone and provide the contact information or the business card for the spokesperson.

It is the staff member’s responsibility to then communicate the journalist’s name, contact information and affiliation which they got during their interaction to the communications person or team. Doing so in this manner means that both the journalist and the spokesperson know about the contact. Most PR people will go ahead and reach out to the journalist, rather than wait on the media contact to reach out.

Training for frontline staff members needs to be a part of their orientation when they join the firm. Regular review of this topic with employees to keep everyone familiar with how they direct inquiries will ensure that when a media representative contacts your business, the person who greets them will know what to do, and do it well.

If you follow this simple outline of how to get your message coordinated, you can avoid multiple messages which may lead to confusion, or damage to your business reputation.

What if you do not have someone who capable of serving as a spokesperson?

A public relations firm such as Charleston PR & Design can provide identification of vulnerabilities, message development, spokesperson training, and can act as a spokesperson in critical situations. We can also provide training to your frontline staff around interaction with the media. Don’t wait until it’s too late, plan ahead and be certain that your messages are coordinated and represent your business with clarity and unity and that your designated spokesperson is ready, able and can respond with authority.
 

Photo Copyright: microgen / 123RF Stock Photo

Updating A Website: Making a Website Plan

 

They arrived full of hope

A group of open, smiling faces looked at me as I asked the question, “Has your website passed it’s sell by date?” We were gathered for a workshop sponsored by the Coastal Community Foundation in Charleston. Attendees were staff of non-profit organizations who were there to learn to plan or update their website so that it works well for their constituents and is true to the organization’s purpose.

All wanted better websites

Some in the group had crafted sites using free website builders like Wix and Google Sites. Some had outdated, legacy websites, created years ago by former staff or board members —built on platforms which shouted, “I’m from 1994.” Almost all of the sites had essential communications errors such as trying to cram too much onto a home page, or pages which lacked a purpose, or content that had not been updated in years.

Each one of these eager people were anxious to learn how they could take charge of their website so that the organization’s digital front door was welcoming and appealing. Each of them were working with limited budgets.

Planning time saves money

Over the course of our time together, everyone had “ah ha” moments about how they might improve their site. They all realized if they take the time to plan updates to their site, whether they work with website design / development professional or if they chose to go the DIY route, their planning will yield a lower cost, more user focused site that can support their organization’s goals.

As we worked together, I shared a presentation to help them work through some fundamental strategy questions and comprehend potholes, road blocks and missteps in planning, execution and design of a website.

Updating your website or planning a new site is not rocket science. All it requires is your focused time, comprehension of what your site visitors need and how you want to implement the site’s functionality. Your resulting strategy then yields insights that help you choose a template or theme or help a developer design your site. You just need to organize your thoughts and plan how each of your potential website visitors will use the site.

Start with:

  • Your website users
  • Figure out what each user needs or seeks that will prompt them to visit your site
  • Outline the functionality which will help each user get what they need

And then you plan your website content hierarchy so that every site visitor can navigate to what they need. Critical questions during your page content planning are three questions which address users’ needs:

  1. Where am I?
  2. What can I do here?
  3. Why should I care?

If each page addresses these questions, provides information and content designed to fulfill the specific requirements of that page’s audience and is true to your brand, you’ll have a winning site.

Download our tools to create a website plan:

If you find yourself stuck and not sure what to do to get a good website that works, give us a call.

New Year Marketing Communications Planning

Strategic planning marketing communications for the New Year
What worked this year? What didn’t work? Will you do something different next year?

New Year, no problem; if you plan

No doubt you, as all of us do, have swirls of questions floating through your brain as you plan your next year’s marketing communications activities.

Start with an evaluation and analysis of what worked, what didn’t work and why. Then add in the goals you’d like to achieve in the New Year, and plans for measurement, and you’ll find you’re nearer your target than when you began.

The greatest issue is knowing where you want to take your business in the coming year. Answering this question requires honesty and truthfulness with yourself.

So, go get cozy on the couch, print the questionnaire below, and get to work reflecting on your business’s marketing for the coming year.

New Year marketing communications planning gift

We’re put together this handy New Year Marketing Communications Planning Questionnaire [MS Word Doc file] to help you focus. You may download it and use to help your organization plan your public relations, social media, advertising or any other marketing communications activity that you must get organized for the New Year.

If you need assistance implementing your plans, or gaining an objective view on what your business marketing communications needs are for the New Year, call us. We thrive on strategic planning.