Archive for the ‘communications’ Category

Crain’s Detroit Business Publishes Tanner Friedman Guest Column

Wednesday, June 21st, 2017

Zz52NGJMCrain’s Detroit Business has published a guest column, authored by Tanner Friedman Co-Founder Matt Friedman. The column focuses on the retirement, after 41 years, of WBFH-FM radio station manager Pete Bowers, who gave Friedman’s communications career a start when he was a sixth-grader interested in broadcasting.

Here is a link to the column, which explains how Bowers’ influence will last long after his retirement and should sere as an example for business people everywhere.

Dare Mighty Things – With The Right Approach

Monday, June 5th, 2017

Screen Shot 2017-06-05 at 9.38.06 PMAlways interesting and forever eventful, the Detroit Regional Chamber Mackinac Policy Conference always brings something new to the table. This year, my 22nd on the island, I had the good fortune to experience the knowledge and perspectives of our next generation, via the Chamber’s “Emerging Leaders” group – an experience both enlightening and thought provoking. I only wish the ‘EL’ initiative was in place in my more formative years.

Each year, the Chamber selects a number of “young professionals” to attend the conference and be a part of the overall conversation, including attending sessions, networking and being provided with a slew of special programming opportunities. One of those interactions was a sit-down with Tim Smith, Owner and CEO of Skidmore Studio in Detroit including a discussion based around his forthcoming book, “Dare Mighty Things,” that examined such areas as personal and professional brands, personas and potential conflicts between them.

It is always interesting to hear both “sides” of the millennial/baby boomer interaction dynamic and this particular gathering contained no lack of opinions.  One particular individual took the conversation into contiguous areas, including his impassioned thoughts on why millennials should not ask for or earn but, rather, demand both a seat at the decision-making table in business and when seeking access to capital. “They need us,” he implored.

Now, I’ve been at this for a long, long time and I know what it is like to feel as if you don’t have a say or stake in the complicated world of business and commerce. I also know that having a ‘say’ is not demanded but earned- not necessarily over a long period of time but through a demonstrated willingness to collaborate and cooperate. Being a ‘disruptor’ is fine. However, that approach should come with constructive solutions to adjusting or replacing the ‘status quo.’ I hope other young professionals looking to find their way will at least consider this advice: It’s not about tearing down walls but, rather, building bridges.  Take the long view and you’re much more likely to succeed over the long run – and accomplish mighty things.

 

After Stunt, Will Journalists Keep Going Back To Calley?

Monday, June 5th, 2017

UnknownFor five weeks leading up to the Mackinac Policy Conference, Michigan’s Lieutenant Governor, Brian Calley, had journalists thinking he would announce his candidacy for Governor on May 30th, on the first day of the Conference.

All over social media, the Calley camp bought ads teasing “5.30.17.” In this interview with WJR’s Frank Beckmann on April 24th, Calley did nothing to refute the idea that that indeed would be the day he would announce.

Upon arriving in the island, Conference attendees were greeted, literally every few feet, by college-age barkers handing out invitations to the “major announcement” event, giving the island’s main drag a Las Vegas Strip feel. Multiple journalists arrived on the island early to be in place for what they expected to be the official beginning of the 2018 campaign. Instead, they were victims of a bait and switch stunt, burning them, along with other attendees who delayed registration for the Conference to file into a restaurant, expecting news to be made before their eyes.

Instead of announcing his candidacy, Calley, surrounded by the paid college-age staff, called for a plan to make Michigan’s Legislature part-time. With scripted chants of “U-S-A! U-S-A!” and “Clean It Up!” amid cries against “The Establishment” (the 7-year Lieutenant Governor previously served as a legislator, full-time), Calley held an event apparently only a political ringmaster could appreciate. Several journalists and attendees called it everything from “weird” to “a waste of time.”

This is yet another example of the difference between business and political PR. If a business hyped an announcement for five weeks, then switched it to appeal to a niche constituency rally, it wouldn’t get a second chance. But, in politics, some Roger Ailes wannabe is probably doing self back patting for getting a bunch of news coverage in one day to “help name recognition” and “fire up the base” while “creating a show.” Sooner or later, they are going to have to make the announcement the assembled media thought it was getting last week.

Begrudgingly, journalists will still cover the Calley announcement, whenever and wherever it happens. But will they forget about what happened on Mackinac? To quote the great PR analyst L.L. Cool J – I don’t think so.

The City Coming Off Bankruptcy May Be Investing More In Communications Than Your Company

Monday, May 15th, 2017

Detroit-City-Council-Districts-Map-1The City of Detroit is still emerging from bankruptcy. But chances are, the city government is embracing creativity in communications much more than the place where you work. Let this be a wake-up call.

Tanner Friedman had the privilege of providing analysis for this Detroit News article on how the City of Detroit is investing in writers and platforms to tell the stories that traditional media, which has contracted in Detroit and across the country over the past decade, can no longer tell. While this effort, like anything you do, must be credible to audience. It must not come across as propaganda. As Nancy Kaffer of the Detroit Free Press points out, as a government entity, it must not be a re-election campaign effort for the Mayor. In this case, Mike Duggan has a history of communications innovation. Early in his tenure as CEO the Detroit Medical Center, it was among the first hospitals in the country, if not the first, to offer patients a video library of professional videos that helped ease concerns prior to surgeries and other procedures.

Often, we counsel prospective clients on the opportunities – if not the need – for telling their own stories over platforms that they control to complement whatever bona fide news their organizations can generate. They nod their heads and act like they understand. But when it comes time to provide budget for this type of proactive work, too many scoff. They still think they can generate reach for their information like they did 20 years ago through traditional media alone.

The world has changed. Communications have changed. There are very few opportunities for “mass media” in a personal media world. But companies, nonprofit organizations, even cities have stories that are worth connecting with audiences, even if they fall short of news thresholds or there just are not the news resources to cover them. If the city coming out of the worst financial crisis in U.S. history can find the means to communicate in new ways to its audiences, so should you.

PR’s Looming Crisis of Crediblity

Sunday, April 30th, 2017

crisis-ahead-road-sign-cloudy-sky-background-53806269In one of the most thought-provoking public conversations I’ve been a part of in recent years, the Public Relations Society of America’s Detroit Chapter invited me, along with Crain’s Detroit Business Publisher/Editor Ron Fournier and Finn Partners’ Taylar Koblyas, to sit on a panel last week, in front of a packed room on the campus of Wayne State University, entitled “The Role Of The PR Practitioner In The Era Of Fake News.”

We all agree that hoaxes have always been around, that provable facts haven’t always guided public opinion (see the flat Earth controversy of 1492) and that what makes today different is the speed and omnipresence of what looks like news in the palms of our hands. It’s true that news has trust issues today, which can hinder PR and its relationship with news.

In the midst of this, PR faces a looming crisis of credibility. We do not exist if not for our relationships, grounded in trust, with journalists and the audiences we work to reach. Right now, though, our actions threaten those relationships more than ever.

How can journalists trust us when, more often than ever, we won’t even talk to them? We encourage email “interviews” and push paper (in the form of statements) rather than people (human-to-human contact). We can’t build trust when we flood their inboxes with pitches and releases that we know would never be news in the current environment, rationalized by thinking “we’re casting a wide net” or so we can show clients and bosses “impressive” media lists, just to cover our rear ends.

How can the public trust us when all we say to our most important audiences is that the company is “Excited to leverage assets” or other corporate mumbo jumbo, written for our clients and bosses and not for our audiences? We need to revisit the concept of writing for the individual who approves our copy, rather than writing for the audience who is, more than ever, depending on the company to tell them what’s going on.

And then there’s this story – sent to me after the panel discussion. How can we be trusted to work with or provide information to anyone when those from our ranks bill a public school system $4.5 million over just three years for work? Any kind of work? The days of “charge the biggest number you can get away with until you’re fired” need to be over in order for the rest of us to be able to work with clients on the “need to have” services that will fulfill their most important objectives and provide the most value.

All of us in PR want the news business to be successful and credible in the eyes of our audiences. In order for that to happen, we have to be a part of the solution. But, on a day to day basis, we are too often a part of the problem.

Before Sears Disappears, Catalog Your PR

Sunday, March 26th, 2017

Sears_1969_logoNews this past week that Sears may have trouble staying in business beyond the immediate future shouldn’t make you think of just retail. It should also get you thinking about your business.

If when you heard the news about Sears you thought “Sears? Are they still around?,” you weren’t alone. And if you have anything to say about the communications and marketing where you work, you should consider that question the worst case scenario for your business, whether it’s a professional services firm, a nonprofit organization, a manufacturer, a health care entity or even a media company. Examples on a weekly basis prove that the key to business success is relevance.

PR strategy conversations with clients have changed significantly over the last decade. It used to be “How can we get you media attention?” Now, it’s “How can we help you stay in front of your audiences?” Sometimes, that includes news coverage, if situations warrant. But, always, it’s about communicating to audiences proactively about who you are, what you do and how you’re different, in a variety of ways, across multiple platforms. Think about what you’re doing. If it’s like Sears, just being there at the end of the mall hoping customers would come in while resting on the historical value of your brand, that’s just not going to work.

Business challenges don’t develop overnight. Don’t believe those who tell you that Amazon alone is forcing Sears out of business. Sears has been in this spiral for decades. Personally, I haven’t set foot in one of their stores in more than 20 years, after an all-time customer service debacle about which nobody from the company seemed to care. When we walk into organizations suffering reputation challenges, it’s rarely just “one thing” that causes a situation. Often, brands are the victims of collective negligence. When merely surviving becomes a top priority, things like service and PR just don’t get done and cause the company increasing levels of harm.

“I didn’t know you were still in business” is something you never want your audiences to say. Communicate to them, engage with them and that’s something you’ll never have to hear.

Fake News: It’s Not A Real Epidemic

Sunday, March 12th, 2017

unnamedWe got an email this week from a respected college professor putting together a PR conference. The question was simple, “Do you know of anybody willing to talk about being bitten by fake news?”

The answer, from our end, was also simple. We don’t. That is because there is no “epidemic of fake news” in the day-to-day world of PR.

To explain, let us please agree on the definition of “fake news.” What we are talking about in this post is the disguising of fictional content, using familiar people’s names, on websites that look like news sights but are created just to spread this fiction. It what, before the ease of sharing websites via social media, were called “hoaxes” or “urban legends.” We used to see this kind of stuff in the grocery store checkout lines in tabloids (the Weekly World News often featured front page “stories” about politicians and aliens) or, from our friends (who could talk to us even before Facebook), like when those of us of a certain age heard that Mikey from the Life cereal commercials died after mixing Pop Rocks candy with some sort of carbonated beverage.

What we are not talking about here is news coverage from a bona fide, commercially viable, familiarly-named outlet that does not paint the sitting President of the United States in a favorable light, in his opinion. We are also not talking about news coverage that includes errors in reporting.

Now that we have that straight, you can begin to understand the answer we gave the professor. The “fake news epidemic” has been limited to national politics. That has been the focal point of news consumption since last year and that is what is driving clicks online. That is where there is money to be made and attention to be had by the fraudsters online. This is not a phenomenon that is seriously impacting day-to-day business in the rest of the country. That is not to suggest that some sort of fabricated item that looks like news couldn’t show up online about the place where you work or a company with which you do business. The potential is there but the reality is not.

This is similar to the “supermarket tabloid” heyday. There was much more of a chance of a “fake” story about Carol Burnett getting drunk and getting into a verbal altercation with Henry Kissinger in The National Enquirer (that happened, resulting in a lawsuit) than anything about anyone not a celebrity. The reason is simple – celebrities (and diet tips) have always moved paper in grocery store lines, the way stories about the President and politics drive clicks now.

In every community in the country at certainly at the national level, both the news and PR businesses are facing some serious issues and challenges. But, for the vast majority of us, today, this just is not one of them.

The Leaky Workplace Reflects Culture

Sunday, February 12th, 2017

leaky-bucket-thumb-400x427-536For those who try to read news stories closely, trying to figure how and why they come together, the past few weeks have been a case study in leaks. So much news coverage of The White House, not political analysis or opinion, but the actual reporting by those on the beat, has been driven by anonymous sources from the inside. Leaks have long been the stock-in-trade of political reporting, and business reporting for that matter. But the quantity of leaks, the consistency of them and the fact that there seem to be so many, so early, has led questions to come our way wondering what it all means.

We can’t pretend to psychoanalyze people we don’t know in an environment we have never worked. But, from first-hand experience, we have learned that deliberate leaks to journalists can be a reflection of workplace culture. In times of anxiety, we see leaks. But we especially see them when employees feel like they no longer have a voice and that leads to resentment toward top management.

A case in point is a client I worked with in the late ’90s. One of the underlying issues that ultimately resulted in monumental PR challenges for that company was serious tension between top corporate leadership and the company’s workforce. When the company had a phone conference – a single phone conference – to discuss whether to begin what would have been a lengthy process of due diligence that may have led to merger talks with a competitor, a leak made it news. Just days later, AOL and Time Warner announced a merger that had been kept a complete secret before its official announcement. The difference was as simple as cultures.

We have seen many other examples over the years, as texts and social media have enabled and empowered leakers. I once received a text from a reporter asking about something that had been tipped to him via text from a participant in a meeting, among people who weren’t getting along, that was still going on. Another client CEO who fostered dysfunction, whose emails were routinely published in news stories, asked “Don’t they know those are internal communications?” There’s no such thing when your direct-reports who feel alienated have access to the “forward” button.

A few years ago, an organization hired us to design a communications schematic to prevent leaks from occurring, as a piece of news needed to be communicated with precision. That foresight allowed the news to be broken on the organization’s preferred terms. That’s something every organization should consider in times of sensitivity.

If you’re concerned about leaks where you work, don’t blame reporters who are trying to do their job. Think about how to build trust on the inside. That will prevent those who have access to information from trying to turn to the outside.

New Business To-Do List Item May Have To Be Taking A Stand

Sunday, February 5th, 2017

Once upon a time, say, a few weeks ago, a business could take its time decidingA road sign with the word Choose and arrows pointing left and right whether or not it made sense to take a public stand, internally and/or externally, on a political or social issue. But events of recent weeks prove that you need to be ready now, in case a sensitive issue develops quickly.

In the wake of a White House Executive Order and the subsequent reaction, I had the privilege of representing my Tanner Friedman colleagues talking about these complex and emerging business communications trends with interviews in both the Associated Press and CBS News in recent days, both of which resulted in stories that appeared from coast-to-coast and across the Internet.

Your business now needs to be prepared by having a deeper understanding of your customers than ever before and how they think, feel and react when it comes to your brand and the issues that are in the news. One of our clients recently researched 1300 consumers to get to know their customer better. But even if you can’t spare that type of expense, you should still feel an imperative to know their attitudes about your company, the role it plays in their lives and why they choose your brand. If it comes time to communicate a stance on a politically-charged issue, you and they will know if you’re acting for them in mind.

When it comes to the issue of immigration, Uber, by removing its CEO from a Presidential advisory committee, took into consideration that its customer is younger and more urban than most of America. That affects how the company is viewed in light of that issue. A company targeting rural, older consumers may have made a different decision, based on what is known about public opinion on that and other issues.

The other group to consider is your workforce. Several tech companies, which operate across borders and employ immigrants on work visas, spoke out early against the Order. Other companies less affected first-hand chose the same course after making a decision based on values. Many companies, of course, have chosen to stay quiet, not wanting to get into this mix and upset anyone.

Regardless of the decision a company chooses, events of recent weeks have proven that these decisions may have to be made quickly, without the luxury of long deliberation between executives, PR counsel, government affairs and lawyers. Regardless of the size of your business, it’s something every company should be thinking about now. How do looming government decisions affect our company and our workforce?

If you’re worried about taking a risk, one way or the other, think of the companies that risked ridicule from the President of the United States. Think of your customers and employees. Do they expect you to take a side? As I told the AP in another story this week, “No company has gone out of business putting their customers and employees first.”

Trump Needs a Filter -or- Speak No Evil

Sunday, January 22nd, 2017

Screen Shot 2017-01-22 at 10.00.22 PMCan Donald Trump ever become presidential? Can he ever overcome his egotistic, misogynistic, separatist, nationalistic demeanor, posturing and dialogue? If his first few days in office are any indication he has a long, long way to go – if in fact it is at all possible. Trump needs a filter.  In that way, as a communications counselor, how would I be advising Donald Trump, moving forward? That’s a very, very good question.

First of all, he has proven that he does not take direction well from insiders. During his campaign he went through a host of campaign managers, often finding himself vocally and publicly in disagreement with those that lasted for any length of time.  Our team worked directly with some of his staffers when he came to Detroit last year to speak.  Inexperienced and indifferent to anyone and anything other than what their boss wanted, these were clearly “yes” men and women; those in no position to put forth ideas nor advice.

And that is what Donald Trump is used to. It’s how he operates. I recall interacting once with a business associate who acted similarly.  He put forth too many of his opinions and directions as though they were gospel, often with no regard for potential ramifications, often through aggressive diatribes and usually with disastrous results.  I suggested to him once, “You really should think before you speak.” He smugly looked back at me and indicated he did not care what I thought as he had been successful throughout his career using this modus operandi. The similarities with Trump are unmistakable.  He deludes himself into thinking that how he thinks, what he says and how he acts are right.  And, if you disagree with him? Well, then there’s something wrong with you.  There’s no room for discussion nor discourse and absolutely no latitude for a difference of opinion. Believe me.

How he handled the women’s rights gatherings this weekend is just one more example of how he needs to adjust his approach.  After initially saying nothing nor acknowledging the worldwide protests he finally took to his favorite pulpit, Twitter, to initially mock perhaps a million people worldwide.  He later changed his tune, writing something at least approaching professional when he talked about why gatherings of this sort were what make America special.  Too late. Damage already done.

So how would I be advising Trump? Let’s be serious – it would never happen. But if I were in a position to do so, even for just a moment, I would advise him to always consider the big picture while looking at both sides of any issue.  Get all of the facts, consider them closely and then act.  Don’t agree with others are saying? Acknowledge where appropriate but don’t disparage.  Be professional, show class, don’t engage if you’re going to enrage. After all, he is no longer a businessman acting in his own best interests.  He is not a reality TV (star?). He is President of the United States, representing we the people,  both here at home and across the globe.  Act responsibly, Donald. We’re counting on you.