The Pollack PR Marketing Group Blog

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Posts Tagged public affairs

Weiner-gate: Irresistible Fodder

Written by Noemi Pollack on June 9, 2011.

Spirit Airlines jumped on Weiner-gate faster than most, with their well-known marketing prowess. From the same company that targeted Arnold Schwarzenegger a couple of weeks ago, they promoted, this time around, a Weiner Sale that is “Too Hard to Resist,” with the text of the offer reading, “Hurry to book now, before this sale gets hacked.” Tasteless? Definitely, but somehow irresistible and in line for a company who’s president/CEO once shoved himself in an overhead bin to defend his company’s carry-on charges.

And then there was Jon Stewart, with his spoof on his purported “best friend” (college roommate). And then Letterman and Craig Ferguson took off, elongating the tale and at some point, after a few more comics took their turns, the laughs cooled off and the ridiculousness of it all set in.

Curiously enough, the media circus itself sobered up and some even took offense at the ongoing tasteless battering of Weiner.

Still, repercussions from the comic frenzy continued. For example, in the wake of the Weiner scandal, actor Alec Baldwin might now seriously consider running for mayor of New York City in 2013 when it was Congressman Weiner that had been considered as the Democrats’ frontrunner. And Eliot Spitzer, who embarrassingly enough always gets asked for commentary on political figures involved in shocking sex scandals for obvious reasons, said he sympathizes with Rep. Anthony Weiner — naturally.

Imagine – a simple matter of a miss-key on Twitter, results in laying bare (pardon the pun) of personal habits and preferences, exposing personal moral digressions to an unforgiving public.

Miss-key or not, it is a gross lapse in judgment to even consider the use of a medium that is meant for public consumption in the first place. Political figures, by the nature of their chosen paths, give up a certain right to behaviors that can be seen as inappropriate to the “political image” that got them elected in the first place. They are held up to a far greater public moral compass than the ordinary man in the street.

It doesn’t take a trained political PR guru to understand that the greatest sin from the perspective of the public was not the miss-keyed Twitter moment, but rather not being truthful at the moment of crisis. It is a flaw in judgment which should not have happened, given the PR training he must have received on the way to becoming an elected official. He could have joked about it, made some attempt at “Oops, I did not mean to put it out there” (another pun intended) or any other type of Mea Culpa. But to blatantly lie about “questionable certitude” is such a PR 101 lesson – that it becomes incredulous. Where were his advisors?

Message to remember – social media is very social indeed, as opposed to private media.

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5 On Cue With Make-A-Wish Foundation VP Brand Advancement Paul G. Allvin

Written by PollackPRMktg on May 20, 2011.

Paul G. Allvin

Paul G. Allvin

Paul G. Allvin is Vice President of Brand Advancement for the Make-A-Wish Foundation® of America. His long history with the Foundation dates back to 1996, when he joined the national communications team as a temporary hire. His 90-day contract lasted five years and eventually took him to a chapter office in Seattle. In 2002 Allvin moved into state government, as chief speechwriter and ultimately communications director to Arizona Governor Janet Napolitano. In 2004 he left the Governor’s Office to serve as Associate Vice President for Communications at his alma mater, The University of Arizona.

Q. It has been 9 years since you left the Make-A-Wish Foundation and moved to work for Arizona Gov. Janet Napolitano and then as associate vice president of communications at the University of Arizona. In what way are the challenges of your position different today from 9 years ago?

A. It’s all about the rise of social media. When I left Gov. Janet Napolitano’s office in October 2004, Facebook was six months old, and the first Tweet would not be issued for nearly two more years. Rapid communications meant blasting emails and updating websites. Crisis communications was still driven by news cycles. Today, breaking news can go global in hours to minutes, and players in the news cycle need to take to Twitter, Facebook and blogs to stay in the game. Media relations in the traditional sense is now a second-wave discipline in the communications business. One doesn’t break news there, or respond to breaking news there. One clarifies and provides vital perspective and background there. Now, world news breaks on our smart phones, and we can respond globally from our smart phones. It’s a very different world than it was 10 years ago.

Q. You have such a wide pool of stakeholders, including 25,000 volunteers with whom to communicate. How is the communication program structured?

A. We’re rapidly evolving our model from one generalist department to a team of specialty units. What was a single communications shop 18 months ago is now called Brand Advancement, comprised of four specialty units: Communications handles media relations, corporate communications, entertainment communications and public service advertising. They reach mass audiences through legacy media, and the Make-A-Wish family through corporate communications. Brand Marketing and Digital Strategy handles online community engagement, national and online branded seasonal promotion campaigns, and sponsored, donated and online advertising. They narrowly channel our message to crisply-targeted audiences. Creative Services department creates the style in which we tell our story — visually, in writing, graphic design, video and overall emotional context. And finally, we recently brought our Celebrity and National Sports Programs team aboard, in recognition of the powerful role that celebrity and sports franchise wish-granting plays in driving public exposure to our mission. These are often the most high-profile wishes we grant.

Q. Make-A-Wish has a cadre of celebrities that have become the foundation’s “influencers.” Are they tapped on a per opportunity basis or is there an actual celebrity program whereby there is planned participation?

A. We have a six-member team dedicated to managing relationships across the entertainment and sports space, and they are kept hopping, because each year we grant about 1,000 of those wishes nationwide. Their job is to manage relationships across the industry sectors — Hollywood, the recording industry, across national sports leagues, etc. — so that we can say “yes” to as many wish kids as possible. Beyond wish-granting, we work carefully with our celebrity friends to see how else they might be willing to help us. But unlike other charities, who can only use celebrities as spokespeople, we engage celebrities to actually deliver on our mission of wish-granting. Precious few charities can actually invite celebrities in to do the work their mission, like curing disease. On the contrary, we can’t accomplish our mission without direct celebrity engagement. So we work each day to strike the appropriate balance between asking them to help us in a more public way and reserving our asks for wish-granting requests. One things is for sure: We touch nearly 1,000 celebrities and national sports figures a year in a unique and profoundly personal way. No other charity has such reach or emotional connection to America’s celebrity and sports communities.

Q. Can you please elaborate on the grassroots program elements that are so intrinsic to the Foundation? Is there a social media component that expands the reach?

A. The heart and soul of the Make-A-Wish Foundation lies in community-based action. Most of our money is raised locally, and all of our wishes are granted by trained volunteers who live in our wish kids’ communities. As such, innovation at the Make-A-Wish Foundation tends to work its way from the ground up, and that’s a great thing. Many of our branded campaigns for support — Season of Wishes(r), Walk For Wishes(r), and Kids For Wish Kids(r) to name a few — were the products of chapter innovation. They caught on locally, spread to other chapters looking for the next great idea, and eventually went national. Today, that local energy is being channeled more consistently into online community engagement through social media. We are growing along with that community, and learning what does and doesn’t work for us just like every other charity is. Most of our chapters are promoting their events online, and many are getting very active and savvy at using social media venues to smartly cross-channel market their efforts. As a result, our online presence is growing rapidly. Facebook now competes with Google as the No. 1 source of traffic to Make-A-Wish websites, and that shift occurred just within the last year. Most recently, we learned that the Make-A-Wish brand ranks among the top 25 percent of all consumer brands for social media engagement. Those two facts are astounding to me. What remains to be seen is how helpful the buzz and chatter is in the long run. So far, it’s not helping us to grant more wishes, because people who talk us up on Facebook, and come to our website from Facebook, aren’t yet making financial contributions. With each wish costing thousand of dollars in cash to grant, we can’t ignore the financial pragmatics of wish-granting. Our mission costs money, and we have a responsibility to all those kids waiting whose wishes are pending, to find ways both to inspire people online and convert them to active supporters.

Q. Your position includes the overseeing of the gamut of communication disciplines, but in particular, can you discuss what are some of the new branding initiatives?

A. Great final question. It’s the most fun one of them all. We’re taking a fresh look at everything. We’re headed into a creation cycle for our next national public service advertising campaign, which traditionally has been deployed to TV, radio, print publications, and out-of-home venues like airports and bus shelters. We want our next iteration to (a) go beyond basic awareness messaging, and (b) be interactive. We’ve dabbled in Jagtags, and we’re now exploring QR codes. With our freshly-minted mobile-optimized website, we want our next campaign to be fully interactive, and we want it to land where people will not just see/hear/read it, but engage. That means taking a fresh look at airports, movie theaters and malls, where smart phones and 2D bar codes are enjoying a love fest right now. We’re also ramping up for a complete overhaul of our online presence. Our website is outdated and anemic. It needs to reflect the energy, inspiration, and just plain fun of our work. I want a best-in-class nonprofit web experience by 2012. We’re also making a run at penetrating the entertainment industry more deeply and competently. Given our prohibitive advantage in that space, I think we’ve got a lot of potential to be far more visible and savvy in that area. My bottom line to my team is this: In 30 years, the Make-A-Wish brand has grown from nothing to one of the 10 best-regarded nonprofit brands that exist. With all the wind we now have at our back, and with a little ambition and a lot of focused effort, there is no reason we can’t be America’s most beloved charity brand by 2020. That’s where we’re headed. Stay tuned.

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When Giving Thanks This Week, Include The TSA

Written by Noemi Pollack on November 23, 2010.

TSA Full Body Scanners and Pat Downs‘Tis the season to say thanks and, pat downs and virtual scanners notwithstanding, it would behoove all of us to include the TSA among the many things for which we are grateful.  TSA’s efforts at keeping us safe in the skies, deserve our thanks…

The public outcry is nonsense.  It is emotionally driven and without any rational thought behind it.  Just consider what any traveler would reply, when asked whether their own privacy issue would trump taking security risks. C’mon, would anyone want to chance having another Christmas bomber, or shoe bomber or some other murderous-thinking terrorist on board when flying?  Isn’t a pat down or a step into the virtual scanner worth taking, in order to fend off a risk?

And yet, the outcry has reached such proportions that it’s now got Washington involved, with both sides of the political aisle jumping on board saying the TSA has gone too far with their new airport security measures. Secretary of State Hillary Rodham Clinton, when asked on Sunday’s CBS’ “Face the Nation” if she would submit to one of the new pat-downs gave a somewhat stammered answer,  “Not if I could avoid it. No. I mean, who would?” Even the Homeland Security chairman called for the TSA to ‘Reconsider’ pat downs…

The popular Drudge Report has been leading the charge in escalating the outcry with screaming headlines that have escalated the public’s ire.  First it was, “TSA Warns: Submit Or Pay.”  This was followed with “Former Gov. Ventura Will No Longer Fly Due to Abuse He’s Endured at Hands of TSA” and “Tears After Rough Skirt Search,” “Airports Consider Call To Ditch TSA,” and finally a bit of humor with, “Will Turkey Day Fliers Cry Foul?”

TSA deserves all this, for they anticipated none of it.

It is a classic case of naïveté that a program was rolled out without a carefully planned public information campaign behind it. For instance, as a first, a well-orchestrated PR plan could have informed the public, well in advance, of the radiation statistics of the virtual scanner — that it is ten times less than an ordinary lung X-ray.  That would have assuaged unwarranted fears and minimized the need for the alternative tactic of so-called “humiliating” pat downs. Second, pat downs could have been explained as necessary, citing that terrorists are getting more creative about what they do to hide explosives in crazy things — like underwear. There could have been videos planned, showing what to expect in pat downs, and that “groping” is not the intent. Third, the TSA airport staff should have received “pat down” sensitivity training to avoid the impression of “groping” and thus have better managed the patted-down public’s expectations of the experience.

The momentum is building for a “National Opt-Out day” — meaning passengers should refuse the new virtual body scanners in use at airports around the country and opt out of that procedure.  It is a shame that TSA did not get their act together in time for the biggest travel day of the year, the day before Thanksgiving.  All too late…  Damage done.

Happily TSA Administrator John Pistole said, “the ingenuity and determination of terrorists trying to bring down an airplane rules out changes in screening policies that have been assailed by some passengers as an invasion of privacy.”

Here’s my message: Get over it and get scanned or patted down, for I personally don’t want to have an opt-outer or non-patted down person get on my plane.  Would you?

And THANK YOU, John Pistole for not being dissuaded from keeping us safe….

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McChrystal’s PR Fumble

Written by Noemi Pollack on June 24, 2010.

57493622It’s downright unthinkable and puzzling that Gen. Stanley A. McChrystal, of all people, wouldn’t think through potential consequences before taking action.  Unless, of course, he has a different agenda…

In the recent profile published by the magazine, titled “The Runaway General,” McChrystal disparaged administration officials, mocking Vice President Joseph Biden and criticizing special envoy for Afghanistan Richard Holbrooke and U.S. Ambassador to Kabul Karl Eikenberry, with whom McChrystal is supposed to carry out U.S. policy, potentially fracturing the unified front that Obama has sought to build for the war and the international coalition.

Oops…

Was this blatant naïveté on the part of McChrystal to simply speak off the cuff and blast the administration or just flawed judgment?  Apparently McChrystal, who spent much of his military career in the world of special operations, didn’t have as much experience dealing with the media, as did other top commanders, such as Gen. David H. Petraeus.  Still, he had “handlers” –civilian press aides assigned to him by the US military.

According to a report in The Washington Post, his now-resigned civilian press aide, Duncan Boothby said that, “he was heavily involved in arranging access for journalist Michael Hastings to McChrystal and his staff, so that Hastings could write the profile.”  Was Boothby aware of the bent that the story was to take?  Did he research the magazine and the reporter? Did he take steps to veer the story in such a way as to forestall any potential damaging results from the interview?  Was the reporter given too much access to McChrystal and his “anonymous” aides, with too little control? Did Boothby media train McChrystal at all?  Were McChrystal and his aides not aware of the administration’s policy that military officers must respect civilian leadership and keep their advice and views private?

Something doesn’t make sense…

It gets more dumbfounding.  Both Boothby and McChrystal fact-checked the story.  What did they read and approve? Did McChrystal intentionally speak out against the administration and choose a popular publication as a platform in which to vent?  If so, poor judgment, that triggered a public spectacle (or circus) with consequences that were easily predictable – a very public firing — reminiscent of the firing of General Douglas MacArthur, who played a prominent role in the Pacific theater during World War II and who was fired for insubordination by President Truman.

McChrystal issued an apology yesterday saying that,  “It was a mistake reflecting poor judgment and should never have happened.” How about that old adage, “think before you speak? “

Poor judgment, indeed.  Sometimes — “It is all a matter of judgment”

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