When Measurement isn’t Measurement

So today was the big physical fitness test for my Army Reserve unit. We all gathered for the semi-annual assessment of our fitness by doing push-ups, sit-ups and a two-mile run. It’s always a nerve-racking event full of troops either trying to push for a good score so they can get promoted or just trying to pass so they can retire. Splendid fun.

We used a new course for our two-mile run this time, which is fine, but at this random point along the course one of the graders started calling out the time that had elapsed. “4:26, 4:27, 4:28…” he yelled out (yes, it’s common for graders to call out every passing second). So I asked him how far along on the course we were. He said he didn’t know.

Awesome.

And since I find myself so often trying to compare life experiences to my career, I started thinking about measurement in public relations and social media. I try to read up on what people are talking about as far as new methods to measure communication efforts (and there’s a lot to read) and one thing I haven’t seen much of is the importance of having something to measure against. It’s great to have a lot of followers or to have a lot of people visiting your site or to see a lot of comments on your blog. But if you haven’t set a goal for yourself or your organization, or if you aren’t benchmarking against competitors in your industry, what exactly are you measuring?

I did just fine on my PT test, but that dude calling out a random time at a random point along the run didn’t help. Had I known I was about a third of the way through the course, I could have stepped it up and really beaten my goal — just like how you can use your communication metrics at a given time to compare against your goals. That way, you can change course or step up your effort if you find yourself lagging. Without goals, you don’t know if what you’re doing is working or not.

The bottom line is that without having some sort of definition of success, measurement is just a waste of time.

The Physics of PR: Newton’s First Law of Crisis Communication

Confession: If I could work in any field other than communication, I’d want to be a physicist. I mean, if there were a fantasy world in which my mathematical clumsiness were not an issue in a field like physics, I would totally be a physicist.

Anyway, I opened up my old physics book from college and while thumbing through it I realized that there actually are some similarities between physics (minus the math) and public relations. So, I’m going to explore the physics of PR from time to time here. Anyone who knows me will tell you that I live to make analogies, so here’s my chance to do that for everyone to see.

First analogy: Newton’s First Law of Motion. Now, if you remember, Newton’s First Law states that any body will tend to stay at rest or maintain a constant velocity until it’s acted upon by another force. So, if you roll a marble across a table, it theoretically could roll forever. It doesn’t because forces of friction and air resistance act upon it. Eventually, it stops, and once it’s stopped, it isn’t going to move again unless something makes it move.

Think about it: That’s crisis communication. As we all know, effective crisis communication begins long before a crisis actually happens. That’s called reputation management. You help create a positive reputation for your organization by maintaining good relationships with stakeholders, being open about your operations, effectively communicating key messages, etc. So, keeping with the example above, your organization is the marble. As you communicate outside of crisis and manage your reputation, you begin rolling your marble and gaining momentum. Theoretically, that momentum could last forever. When your organization experiences a crisis, that’s when the friction and wind resistance begin acting upon your marble. See how it works?

Now here’s the thing: The more momentum you have going into a crisis, the more difficult it is for the crisis to stop your organization’s operations. Remember, not all organizations survive crisis situations. Your existing reputation going into a crisis can help you survive.

So – and I’m not claiming to be a great writer of laws here – we could say that Newton’s First Law of Crisis Communication states that an organization that actively practices reputation management is more likely to maintain its reputation, resist the negative forces of a crisis and maintain its operations than an organization that does not practice good reputation management. Perhaps not the best wording, but I don’t think we need to go so far as to put it to a vote or anything (chuckle).

Many thanks to Khan Academy for a) being awesome and b) teaching the world about so many things. I’ll be relying on Khan Academy for these posts to give more in-depth explanation of the physics concepts. I barely understand the stuff anyway…

Back to School

So, I’m about to head back to Chapel Hill to give a lecture at the University of North Carolina’s School of Journalism and Mass Communication. I’m lecturing on my thesis, which was a case study on crisis communication in the Air Force.

I decided to use Storify to mix it up a bit. I think we’re all getting tired of PowerPoint for everything. So, my initial draft is below.

Now, this is meant to help the students prepare for the lecture, so I intentionally left some things out. I know they are supposed to read my whole thesis, but it’s almost 150 pages with appendices and I know the students just aren’t going to read that. So, below is the draft, with a few holes in it. I’m going to add in the rest tomorrow before the lecture. I thought it’d be fun to see how it changes after tomorrow.

For now, if you have an opinion on the presentation, let me know. Enjoy!

Lost Missiles and Lost Messages

Facebook Like it’s Your Birthday

In my Facebook career, I’ve always made it a point to respond to every birthday wish I receive on my wall. When I had my birthday not long ago, I was repeatedly chided by my girlfriend for ignoring her (in her mind) and the Miami sun to respond to my birthday wishes. Imagine my chagrin when, as @eliciaeler at RWW pointed out, the new Timeline made it so very difficult to respond to each post.

This feels like part of an existing trend to me – one in which we all are sacrificing relationship and uniqueness for efficiency. We see it in everything from mass-produced furniture to fast food to, now, our friendships.

I will point out that I beared the brunt of my chiding and still responded to each post, even though Facebook made it a pain. I hope that the 81 of 552 friends I have who chose Facebook as the way to wish me a happy birthday appreciated that.

To my grandmother, the only person who chose the ancient method of sending a card (she’s not on Facebook), your birthday wish is also on my wall – the one in my kitchen.

 

 

 

 

Advice to PR Newbies: Where You Sit is Where You Stand

I’ve seen a lot of folks blogging with lists of the most important things for you public relations professionals to do while looking for or starting their careers. I agree that it’s very important to blog, brand yourself, stay current with the news, etc., but I feel it’s necessary to bring in one reminder about PR and personal beliefs.

I had a professor in grad school who had one oft-repeated saying: Where you sit is where you stand.

As young public relations pros enter a tough economy, we might see them becoming less choosy about where and with whom they accept positions. Yes, it is understandable for someone to make sacrifices in salary expectations or location desires at this point. But it’s important for all of us to remember who we are as we consider what organizations we want to be a part of.

That’s where my professor’s motto comes in, because where you sit truly is where you stand. Think about it — it’s important for you as a communicator to work for an organization with a message you’re comfortable with communicating. Imagine if you were an environmentalist in the PR department at BP in 2010. If you’re a republican, MoveOn.org probably isn’t a good career move. Remember that you’re going to be a spokesperson for every business decision and every campaign your organization takes on. It’s important that you be comfortable with the messages you will deliver. Also remember that this position will be on your resume when you choose to leave.

Where you sit is where you stand. Make sure the chair is comfortable for you.

Take a deep breath – Montel is breathing incorrectly

Those Montel Williams commercials for Money Mutual really annoy me.

It has nothing to do with predatory lending or anything like that, though it certainly is a field worthy of  disdain. It has to do with Montel’s shoulders.

His shoulders.

I looked for the commercial on YouTube but I can’t find it. If you really want to see what I’m talking about, turn on Spike TV for five minutes or so and the commercial will come on at least twice (love those Star Wars marathons). Every time Montel inhales, his shoulders come up. Violently. No big deal, right? Actually it is. It’s a sign that Montel has no idea how to breathe.

Your lungs aren’t in your shoulders and neither is your diaphragm. That’s one reason not to breathe with your shoulders. Another is that your shoulders aren’t strong enough to help you breathe. Watch how quickly Montel’s shoulders fall once he starts talking; it’s immediate, but he keeps on talking after they fall. That’s because his shoulders aren’t helping at all.

What’s the big deal? This: Breathing is an essential part of life. You can last a lot longer without food or water than you can without air. Aside from that, proper breathing is also a tool to help you relax, which is especially important is stressful situations.

So, to do it properly, you just emply different muscle groups — most important being your abdominals. Here is a simple drill:

Sit in a chair with your back straight. Now grip the sides of the seat of your chair with your hands and try taking a breath while maintaining your grip. You should notice that, since you can’t lift your shoulders, your stomach will expand as you inhale. That’s what you’re looking for. Breathe deeply and hold it, then exhale slowly. Do it all very very slowly.

For you aspiring broadcasters or anyone looking to improve their resonance, incorporate this drill with some stretching. Take a deep breath and hold it, then open your mouth a little and tilt your head to one side so your ear comes close to your shoulder (don’t open your mouth wide and don’t raise your shoulder to your ear). Then return to center and repeat to the other side. Try going forward and backward as well. This will help stretch the muscles in your neck and your oral cavity, making your voice a little more resonant.

And next time you feel stressed, take a deep breath the correct way. You’ll notice a difference.

Today’s Virginia Tech shootings proved what we already knew

First, like everyone else, my heart goes out to everyone at Virginia Tech, especially the victims of the tragedy and their families.

I was kind of late picking up on the story, so most local websites covering the event had already crashed. I started following the Collegiate Times, Tech’s student newspaper, at around 2:30 pm EST, when people were tweeting that it was a good way to receive breaking news. Then, it had about 12,000 followers.

At 4:44 EST, it had 20,993 followers.

It’s a tragic way to gain that many followers, but congratulations to that group of students for excellent and responsible reporting throughout the situation. I believe it played a valuable role not only in informing the public about the event, but also informing students about what to do and where to go in order to stay safe.

This jump in followers again proves how important social media is to how we receive information nowadays. That reporting kept me glued to my phone during the office Christmas party.

I will be interested to see how many folks stay following the account now that the situation seems to be resolved.

Again, my hearts go out to everyone affected by this tragedy.

Hokies.

Helping the community: The college basketball rivalry edition

Sometimes it’s easy to forget that basketball is a game.

That’s especially true when alma mater is involved. To keep perspective on a heated rivalry and give back to the community, the Lexington-area alumni clubs of UNC and UK have agreed to a fun bet on Saturday’s game.

The stakes: community service. The winning team’s alumni club gets to pick an organization/event for which members of both alumni clubs will volunteer together.

Rivalry aside, two of the greatest college basketball traditions in the country face off on Saturday. As far as we’re concerened, the community will be the ultimate winner.

We’re all proud alumni and we wish both of our teams luck on Saturday. But since this is my blog, GO HEELS!

Personality in social media: The college basketball rivalry version

In honor of Saturday’s game between the noble Tar Heels and the evil Wildcats of Kentucky, I would like to comment on something at which the University of Kentucky is really schooling UNC.

A little more than a year ago I wrote a post about a journalist named Lucy Kellaway and her opinion that the somewhat recent trend of personalizing organizations was making it easier for stakeholders to hate corporations when they made mistakes. A really smart social media guy named Mark Schaefer (@markwschaefer) put up a post not long ago disagreeing, pointing to a study that says, “being human sets thought leaders apart.”

I’m with Mark.

Look, people don’t relate to lawn mowers and they don’t relate to news aggregators; they relate to people. As painful as it is to admit it, the University of Kentucky (@universityofky) has totally figured that out. UNC (@Carolina_News) has not.

Did you take a campus tour at UK? Wondering about the status of your admissions application? Thinking about becoming an organ donor? Tweet about it. UK responds to this kind of stuff every day. Even when I wrote a somewhat antagonizing post about UK last year, @universityofky responded (antagonizingly).

For the university community, in which institutions are competing for the love of 18-year-old applicants and 30-year-old alumni alike, the UK Twitter account is a cool, responsive friend (or rival) with lots of info behind it.

Now look at UNC’s Twitter. First off, good luck finding a link to it on the UNC homepage. The account is a great aggregator of news about the school, but there’s no personality. It’ll tell you UNC men’s soccer made the Elite 8 (congrats) or the results of a new campus study, but there aren’t RT’s from applicants or fans. There’s no playful banter about athletics or food. Even the name is a drawback; it’s not the university itself, it’s news about the university. If you toured the campus, would you feel comfortable tweeting “I toured @Carolina_News today!”? Of course not. It sounds dumb.

More proof? Look at the followers. The schools’ websites show UNC and UK have similar enrollment numbers (UNC-29,000; UK-28,000) but UK’s account has almost twice as many followers (12,235 to UNC’s 6,708 as of Dec. 1).

Perhaps the most damning proof: me (sorry). My UK alumni friends would be glad to tell you I’m one of the biggest haters out there. I’m not a UK fan, I’m not a Calipari fan, but I do follow @universityofky. It’s entertaining. Sure, you may argue that I’m following UK because I live near it, but I live closer to Eastern Kentucky University and Berea College and I’m not following them.

People appreciate the fun that comes with following an account like @universityofky and I think other schools, including UNC (of which I am an alumnus), could learn something from the way UK rolls on Twitter.

Now, let’s just hope UNC rolls over UK in basketball on Saturday. Go Heels!