289 29 910KB
English Pages 161 Year 2001
PR IN PRACTICE SERIES
Public Relations Strategy Second Edition
Sandra Oliver
PR IN PRACTICE SERIES
Public Relations Strategy
Sandra Oliver
London and Philadelphia
Publisher’snote Everypossibleefforthasbeenmadetoensurethattheinformationcontainedinthis bookisaccurateatthetimeofgoingtopress,andthepublishersandauthorcannot acceptresponsibilityforanyerrorsoromissions,howevercaused.Noresponsibilityfor lossordamageoccasionedtoanypersonacting,orrefrainingfromaction,asaresult ofthematerialinthispublicationcanbeacceptedbytheeditor,thepublisherorthe author. Firstpublishedin2001byKoganPageLimited Secondedition2007 Reprinted2007 Apartfromanyfairdealingforthepurposesofresearchorprivatestudy,orcriticism or review, as permitted under the Copyright, Designs and Patents Act 1988, this publicationmayonlybereproduced,storedortransmitted,inanyformorbyanymeans, withthepriorpermissioninwritingofthepublishers,orinthecaseofreprographic reproductioninaccordancewiththetermsandlicencesissuedbytheCLA.Enquiries concerning reproduction outside these terms should be sent to the publishers at the undermentionedaddresses: 120PentonvilleRoad LondonN19JN UnitedKingdom www.kogan-page.co.uk
525South4thStreet,#241 PhiladelphiaPA19147 USA
©SandraOliver,2001,2007 TherightofSandraOlivertobeidentifiedastheauthorofthisworkhasbeenasserted byherinaccordancewiththeCopyright,DesignsandPatentsAct1988. ISBN-10 0749448652 ISBN-13 9780749448653 BritishLibraryCataloguing-in-PublicationData ACIPrecordforthisbookisavailablefromtheBritishLibrary. LibraryofCongressCataloging-in-PublicationData Oliver,Sandra. Publicrelationsstrategy:amanagerialapproach/SandraOliver.–2nded. p.cm. Includesbibliographicalreferencesandindex. ISBN-13:978-0-7494-4865-3 ISBN-10:0-7494-4865-2 1.Publicrelations–Management.I.Title. HD59.O452007 659.2–dc22 2006034169 TypesetbyJSTypesettingLtd,Porthcawl,MidGlamorgan PrintedandboundinGreatBritainbyCreativePrintandDesign(Wales),EbbwVale
Contents Listoffiguresandtables Foreword Preface Acknowledgements 1. Not‘Just’PublicRelations:PRstrategyinamanagement context Whatisstrategy?2;Powerandinfluence5;Publicrelations andorganizationalculture5;Bestpractice7;Corporate communicationacademicmodels7;Semantics12;Operational strategy14;Thefeedbackcycle19;Controlvsco-dependency20; Campaign:PSAPeugeotCitroën,Spain21;Reflection24
v vii ix xiii 1
2. PR’sPlaceontheboard:acoregovernancerole Top-down,bottom-upcommunication26;Fromfunctionto strategy28;Cognitivedissonance:copingwithconflict32;The CEOasculturalicon35;Performanceassessment36;Assessing futureperformance38;Tangibleandintangibleassets38; ReputationvstheOperatingandFinancialReview39;Strategic alliances41;Campaign:TAASA,USA43;Reflection47
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3. ReputationManagement:acelebrity-drivensociety Corporateimage49;Imageandbranding50;Corporate
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identity 51; Visual identity 51; Semiotics: logos and livery 52; Substance vs style 53; Reputation 55; Campaign: Standard Bank, SouthAfrica56;Reflection60 4. InternalCommunicationandPR:employeesasambassadors Mayhemvsmorale61;Privacyandconfidentiality62; Communicationasacorecompetency63;Communicating change63;Changedevelopmentplans64;Fairnessvs flexibility65;Communicationasteameffort67;Campaign: EdelmanPublicRelationsWorldwide,USA69;Reflection72
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5. Beyond‘CustomerisKing’:salesandmarketingpromotion 73 Conceptualauthenticity74;Knowledgeandskill75;Value-added andIMC77;Competitiveadvantage79;Customerrelations81; Business-to-businessrelations82;Webanalysisandevaluation83; Efficiencyvseffectiveness83;Toolsandtechniques85;Promotion performance87;Performancegaps87;Marketingvs manufacturing88;Campaign:3M,USA89;Reflection92 6. MediaRelations:aborderlessworldview 93 Masscommunication94;Rhetoricvsreality95;Message modelling96;Thinkglobal,actlocal98;Today’sfuture99; Campaign:RoyalCaribbeanInternational,USA100;Reflection103 7. ResearchMethods:measuresandmotives Artvsscience104;Validityandreliability106;Balanced scorecard107;Narrativemethods108;Intertextuality analysis110;PRasasocialscience112;Campaign:Marriott HotelGroup,Indonesia114;Reflection118
104
8. TheEthicalDimension:amoralimperative PRvspropaganda120;Ethicalevaluation121;Campaign:The RussianPublicRelationsAssociation126;Reflection131
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Glossary Bibliography FurtherReading Index
132 135 140 142
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Listoffiguresand tables FIGURES 1.1 1.2 1.3 2.1 2.2 2.3 2.4 2.5 2.6 2.7 3.1 3.2 4.1 5.1 5.2 5.3 5.4
Factorsinfluencingchoiceofmodel Theeight-factorPRintegrationmodel Communicationandthebusinesscontinuityplan(BCP) Factorsinthechoiceofcommunicationpolicy Aligningcommunicationleadershiptocorporatestrategy Stakeholdermappingmatrix Theculturalweb Performanceindicators AnOFRmatrix OverviewofPhilipsstrategicalliances PRoperationalstrategyprocess Corporatereputationdrivers Three-phasecommunicationchangestrategy Anintegratedmarketingcommunication(IMC)mixmodel Marketintelligence TargetGroupIndex Atwo-dimensionalviewofawebanalysispage
6 14 21 28 29 30 31 37 40 42 54 56 65 78 79 81 84
v
Listoffiguresandtables
5.5 6.1 7.1 7.2 7.3 7.4 7.5 8.1
Athree-dimensionalviewofthesamewebanalysispage Perspectivesonmediaandsociety Contentandmethodinevaluation Teleworking Balancedscorecardapplication Historicityandsocialquestionsforintertextualanalysis Basicnarrativethemes Aframeworkforanalysingstrategiccommunicationinthe povertyreductionstrategycampaign
85 96 105 108 109 111 112 125
TABLES 1.1 1.2 1.3 1.4 2.1 2.2 3.1 5.1 5.2 8.1 8.2
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Dominanttheoreticalmodels 8 Keymethodsofdatacollectionandmethodologicalprinciples 10 Fourtraditionalpublicrelationsmodels 16 Stakeholders’responsibilities 17 Communicationinleadership 26 Importanceofgloballeadershipcomparedwithotherneeds (basedonasurveyofUSFortune500firms) 26 Avisualidentitystepmodel 52 Toolcharacteristics 86 Towardsintegration 87 Rationalthinkingvsgenerativethinking 123 Evaluationoutcomes 130
Foreword All the indications are that public relations is being taken more and moreseriouslybyseniormanagersinlargeandsmallorganizations.The numberofpublicrelations’professionalsoccupyingboardlevelpositions isincreasing,everyFTSEcompanynowhasapublicrelationsdepartment and central government, post the Phillis Review of 2004, has invested heavily in training and development for civil servants who work in communicationroles.Salariesforseniorprofessionalsareincreasingand thereareplentyofjobsforthosewhoareabletooperatecomfortablyand competentlyatCsuitelevel. Thisbookprovidesanoverviewofthestrategicrolethatpublicrelations canplay. It points to the main reasons why it should be regarded as a core function in the organization’s strategic armoury and how it fulfils that function.DrSandraOliverexplainshowpublicrelationscancontributeto thefundamentalsystemsinorganizationsandtosupportherarguments, providesanimpressiveraftofmanagementtheoriesthatpublicrelations drawsonorrelatesto. Shegoesontodemonstratethecentralroleofpublicrelationsingovernance,reputationmanagement,employeerelations,salesandmarketingand mediarelations.Theseareallaspectsoforganizationallifethatbuildthe intangibleassetbaseandmakeacriticalcontributiontooverallprosperity and value – and that can be translated into hard cash. In a knowledge
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basedeconomy,theintangibleassetworthofacompanyisoftenofamuch highervaluethanitstangibleassetsandtheprovinceofpublicrelationsis tonurtureandpromotetheseintangibleassetslogically,therefore. DrOliveralsomakesavaluedcontributioninexplaininghowpublic relationscanbeevaluatedatastrategiclevelanditsethicaldimensions. The book is not intended to provide a detailed account of how these contributionsareoperationalized,thatisdoneinotherbooksinthisseries, butthecasestudiesincludedillustratehowpublicrelationshasmadea significantdifferenceinareasofstrategicimportancetocompanies.This bookgivesthe‘helicopterview’ofpublicrelationsandassuchwillhelp practitionerssettheirownworkinthewiderorganizationalcontextand provideaglimpseofwhatpublicrelationscancontributeatthestrategic level. AnneGregory SeriesEditor
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Preface Thisbookoffersaglimpseintotheproliferationofstrategicmanagement theoriesandmodelsthathaveemergedtounderpinpublicrelationsstrategyinthelastfewyearsofe-commerceandtheinternet.Globalexpansion forindustryandcommercehasnotonlybroughtpublicrelationsmanagementintosharpfocusagainbutisclarifyingcontextandstatusrelativeto othercorporateprioritiesatanygiventime. Atthepracticallevel,mostin-housespecialistsareawarethattheycan carryoutthetacticalrequirementsdemandedofthem,suchasmediarelations,tradeshowsandpublicityevents,internalandexternalpublication production,includingvideo,audioandfilmproduction,theannualreport andotheractivities.Yetmanystrugglewithmainboarddirectorateswho, singly or collectively, ask questions that assume knowledge and appreciation of business strategy before appropriate responses are given and corporatepublicrelationsdecisionsmade. Thereiscurrentlyafairlyintensediscussiontakingplaceaboutthenatureversusthenurtureofstrategicpublicrelationsparticularlyinrespect of business and government communication versus propaganda, often referredtobythemediaas‘spin’.Thisputsaddedpressureonthepublic relationsprofessionandthespecialistswhooperatewithinit.However, allvocationaldisciplineshaveaprivateandpublicfacetothemandpublicrelations,pivotaltocorporatestrategy,isnoexception.Likemanagementitself,thepracticeofstrategicpublicrelationsisanartratherthana science.Onethingiscertain:e-commerceandtheworldwidewebhave ix
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changednotonlythenatureofacentury’saccumulatedpublicrelations theory and empirically based practice, but also the nurturing necessary forthenextgenerationofmanagingpractitioners,whetherin-house(internal)oroutsourced(external). The global public relations industry is at a juncture of change and development where there is much confusion about the behavioural boundaries associated with its activities. While the academic subject of publicrelationsisgenerallyunderstoodtobeamanagementdisciplinefor studypurposes,manyuniversitydepartmentsaroundtheworldchoose eithernottoidentifywithitassuchorrelegateittobeingasubsidiary componentofmarketing,filmormediastudies.Ofcourse,highereducation generallyishavingtoadapttotheinformationageandthecomplexities thatthisbringstoallsuchinterdisciplinaryandmultidisciplinarysubjects, sotosomeextenttheknowledgeeraoffersnewopportunities. Oneissuethatusedtotaxthemindsofacademicswasthatofpublic relations’comparabilitytoothervocationaldisciplinessuchasaccountancy orlawintermsofitsliteraturebaseandgrowingbodyofknowledge.Now, universities have clear pathways with prescribed indicators to measure attainmentofpublicrelationseducation(knowledge)andtraining(skill) at each stage of the professional development process until specified learningoutcomesaredemonstrablyachievedandanyCharteredInstitute ofPublicRelations(CIPR)accreditedawardgiven.Intheacquisitionof publicrelationsmanagementcompetencies,itisunderstoodthattoday’s students have proven conceptual understanding and tactical ability at bothstrategicandoperationallevels. As a text claiming to represent a brief overview of public relations at advancedstrategiclevel,itought,bydefinition,tobeabletoassumethat fundamentalmanagementconceptsandmechanismsareunderstoodand neednotbereiterated.Studentsofpublicrelations,forexample,proceed fromtheCIPRFoundationDiplomalevelbeforeattemptingthequalifying CIPRDiploma,someofwhichconcentratesonpublicrelationsstrategy. NewpublicationssuchasPRBusinessareemergingtomeetaneed,but oftenthebestpublicrelationsstudentsfrombothprofitandnot-for-profit organizationsarethosewithamanagementbackgroundorthoseprepared tostrugglewiththeprolificacyofmanagementtextsandviewpoints. How far techniques can be included in any book on strategic public relations management raises some interesting questions about critical analysis, not least the negative perceptions of public relations as mere opportunismorpublicitystunts.Thisbookincludescasestoassesstactics through discussion of real world campaign summaries provided at the end of each chapter. The campaigns have all been IPRA Golden World Awardcategorywinners,andtheoutlinesprovidedaimtoprovokedeeper reflectionbyreaders,studentsandmanagingpractitionersalike.Typical issuesfordiscussionmightinclude: x
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keylinksbetweenthechapter(theory)andthecampaign(practice); anychangesnecessarytothecampaignstoensure‘bestpractice’; what omissions appear to be revealed by the campaign narratives provided; whatfutureresearchthecampaignspointaneedforin21stcentury publicrelations; within the bounds of the information provided, whether evaluation criteriameasureupempiricallyforqualityassurancepurposes; thewayshort-termeventcampaignresultscanstabilize/destabilize longer-termstrategicplanningcyclesviatheirimpactonotherstakeholdergroups; how any immediate beneficial outcomes should be managed for reputationanditsongoingsustainability. Thusthebookbeginsbyintroducingreaderstomyframeworkillustrating howtheprofessionisorganizedthroughtheexpertfunctionalactivities thatmakeupeachofeightspecialiststrategicareas.Someareas,suchas eventsmanagement,increasinglyoperateautonomously,albeitnotalways toCIPRregulatorystandards,suchistheproliferatingdemandforsuch services.Thisisachallengeforthepublicrelationsprofession,whichmay increasinglyfinditselfrequiredtoexpanditsenforcementroletoretain public confidence and respect. As a consequence, this revised edition ends with two additional chapters: Research Methods and The Ethical Dimension.Theyendorsetheneedforsoundjudgementatalltimesand thewherewithaltochallengeeverythingwehear,see,sayanddothrough theartofexcellentcommunication. SandraOliver London,UK
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Acknowledgements I am grateful for permission to reproduce copyright material and all contributionsarecreditedatsourcewithinthetext.However,whileevery efforthasbeenmadetotracetheownersofallcopyrightmaterial,weoffer apologies to any copyright holder whose rights may have unwittingly beeninfringedandwelcomeinformationthatwouldenableustocontact them. Specialmentionandgratefulthanksmustgotothecompaniesfeatured intheupdatingoftheirmaterialsincethefirsteditionin2001;totheCIPR serieseditorsforhelpfulcomments;toKoganPagefortheirsupportand translationsofbotheditions;tomembercolleaguesontheIPRAGolden World Award judging panel for their permission to include winning campaign entries; to my postgraduate students from around the world studyingontheThamesValleyUniversity(TVU,London)MScCorporate Communication course, especially for the ever stimulating seminar debates; to that programme’s Practitioner Panel whose professional inputisalwaysinvaluable;toTVU,London’sUKstudentassociatesand tutors working together on the CIPR qualifying membership diploma programme; to the worldwide family of pure and applied researchers who attend the annual US/UK Corporate Communication Conference sponsored jointly by the Corporate Communication International Journal and the Corporate Communication Institute; and to all the authors and analystswhohavecontributedandcontinuetocontributetothesuccess ofthatleadingacademicresearchjournal. xiii
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Special thanks go Jenny Johns; also to Lydia Abele, Clare Cochrane, Sarah Edwards, Paula Fernandez, Christina Genest, Michael Goodman, Peter Hill, Anna Leatham, Sandra Macleod, Fehmida Mohamedali, Ian Somerville, Giuliana Taborelli, Kanwal Virdee, Reginald Watts and all friendsandcolleagueswhosebeliefinthepowerandinfluenceofsound communicationtomakeadifferencetothegreatergood–anddevelopment of the public relations industry itself – never fails to encourage and inspire. SandraOliver London,UK
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1
Not‘just’public relations:PRstrategy inamanagement context When the Chartered Institute of Public Relations produced the results of its Delphi Survey a decade ago, the need for definition of the term ‘publicrelations’(PR)wassecondtothemeasurementandevaluationof publicrelationsinahierarchyofresearchrequirementsasarticulatedby Institutemembers,bothacademicandpractitioner.Withanydeveloping profession,reliableandvalidresearchbringsittomaturity.However,if definition is still a problem, theories, models, techniques and strategies remainabstractconcepts.Ordothey?Whocanclearlydefinealltypesof accountancy,medicineorlawinasingledefinitivestatement? Manyorganizations,though,aremakingamoveawayfromtheterm ‘publicrelations’towards‘corporatecommunicationmanagement’inthe naming of their restructured public relations and public affairs departments.Liketheterm‘management’,publicrelationsmayrelymoreforits meaningwhenthingsgowrongthanwhenthingsgoright.Practitioners
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are well aware of the function of public relations and the techniques appliedtocarryoutitscommercialroleinabusinesscontext.Thischapter demonstrates how strategic public relations aligns itself to corporate strategybyinvolvinganorganization’sfullrangeofstakeholders.Before addressingthisaspect,however,itisnecessarytodefinewhatismeantby strategy.
WHATISSTRATEGY? OveradecadeagoJLThompson(1995)definedstrategyasameansto anendwhenhewrote,‘Theendsconcernthepurposesandobjectivesof theorganization.Thereisabroadstrategyforthewholeorganizationand a competitive strategy for each activity. Functional strategies contribute directly to competitive strategies.’ Bennett (1996) described strategy as ‘thedirectionthattheorganizationchoosestofollowinordertofulfilits mission’. However,globalizationhaschangedthefaceofmanagerialtextsonthe subject.Mintzbergetal(1998)offeredfiveusesofthewordstrategy: 1. Aplanasaconsciouslyintendedcourseofaction. 2. A ploy as a specific manoeuvre intended to outwit an opponent or competitors. 3. Apatternrepresentingastreamofactions. 4. Apositionasameansoflocatinganorganizationinanenvironment. 5. Aperspectiveasanintegratedwayofperceivingtheworld. Australian author Colin White (2004) offered a broad cognitive map by suggestingthatthreeelementsareprescriptive,namelystrategyasdesign, planningandpositioning,while11othersdescribewhatactuallyhappens instrategymaking.Thesebecomestrategyas:
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entrepreneurship; thereflectionofanorganizedcultureorsocialweb; apoliticalprocess; alearningprocess; anepisodicortransformativeprocess; anexpressionofcognitivepsychology; consistinginrhetoricoralanguagegame; areactiveadaptationtoenvironmentalcircumstances; anexpressionofethicsorasmoralphilosophy; thesystematicapplicationofrationality;and theuseofsimplerules.
Not‘just’publicrelations
Whiterecognizesthecentralrolethatcommunicationwithstakeholders playsinstrategicthinkingandoperationsmanagement.Today’sgeneric modelsofstrategyhighlightfourapproaches: 1. 2. 3. 4.
classical(analyse,planandcommand); evolutionary(keepingcostslowandoptionsopen); processual(playingbythelocalrules); systemic.
Theseallshadowthehistoryofpublicrelations(seealsop8),fromclassical throughevolutionaryandprocessualtothesystemicmodelespousedin thisbookandothers.Thesefourdimensionsincludevariablesofpower andculture,whichmanyofthetraditionalmodelslacked.Inevitably,this isimportantinassessingthenatureoforganizationalreality.Forexample, therewouldbeadifferentemphasisonanorganizationdrivenbyitsinvestment stakeholders such as financiers, compared with an organization drivenmorebythecommunityandlocalgovernmentorcustomersand suppliers. The reflective in-house public relations practitioner does this in the normalcourseofhisorherprofessionalcontrolactivityandwillbeaware that: major public relations decisions influence organizational aims and objectivesovertime; publicrelationsdecisionsinvolveamajorcommitmentofresources; publicrelationsdecisionsinvolvecomplexsituationsatcorporate,businessunitorotherstakeholderlevelswhichmayaffectorbeaffected bymanypartsoftheorganization;and executive public relations decisions are inevitably based on best availableintelligenceandsoundknowledgemanagementatthetime and outcomes are transmuted into the longer-term decision-making cycle. Althoughitdiffersfromorganizationtoorganization,itiscommonpractice forstrategymakingtotakeplaceatthreelevels,themacroorcorporate, themicroorbusinessunitandtheindividual/teamoroperationallevel. In small to medium sized enterprises (SMEs), the business unit often operatesatcorporatelevel,whereasinthepublicsector,theUK’sNational Health Service (NHS) for example, strategic decisions are made from centralgovernmentdownwards,withoperationalstrategiesrolledoutat localandregionallevel. Whateverthestructure,processesmustbecoherentandsocommunication strategies between various levels have to be consistent. There is often a lack of recognition of strategic decisions being made at different levels 3
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sotheroleofthepublicrelationsspecialististoensurethatconsistency applies throughout, what UK politician Peter Mandelson referred to as being‘onmessage’.Thisdidnotmean‘common’or‘thesame’,although perception of the phrase was consistently changed by journalists and ministerialrivalstosuggestthatitdidmeanthat.Abasicunderstanding ofmanagerialsystemstheoryiscrucialtoallpractitionersbut,generally, themostpertinenttheoriesusedinpublicrelationsmanagementcanbe summarizedasfollows.
Theoriesofrelationships
Systems theory which evaluates relationships and structure as they relatetothewhole. Situationaltheorywherebysituationsdefinerelationships. Approaches to conflict resolution which includes separating people fromtheproblem;focusingoninterests,notpositions;inventingoptionsformutualgain;andinsistingonobjectivecriteria.
Theoriesofcognitionandbehaviour
Action assembly theory is an aid to understanding behaviour by understandinghowpeoplethink. Socialexchangetheoryaimstopredictbehaviourofgroupsandindividualsbasedonperceivedrewardsandcosts. Diffusiontheorywherebypeopleadoptanimportantideaorinnovationaftergoingthroughfivediscretesteps:awareness,interest,evaluation,trialandadoption. Sociallearningtheorywherebypeopleuseinformationprocessingto explainandpredictbehaviour. Anelaboratedlikelihoodmodelwhichsuggeststhatdecisionmakingis influencedthroughrepetition,rewardsandcrediblespokespersons.
Theoriesofmasscommunication
Uses and gratification – people are active users of media and select mediabasedontheirgratificationforthem. Agenda-setting theory – suggests that media content that people read, see and listen to sets the agenda for society’s discussion and interaction. Probablythemostcommonareaofconfusionbypractitionersinrespect of these theories is in the day-to-day management of brand image. Corporatebrandimageisasimportantasproductbrandimage.Indeed, 4
Not‘just’publicrelations
marketing uses many of the same channels of communication as those used in classical public relations and often the same media too. Both productbrandingandcorporateimagebrandingareconcernedtomove audiencesfromawarenesstoclearlydefinedperceptionsthatareseento offer competitive or social advantage, but the underlying psychological toolsandtechniqueswillbedifferentandsubjecttostakeholderanalysis.
POWERANDINFLUENCE Becauseofitsalignmentwithcorporatestrategy,strategicpublicrelations incorporates power control models operating at the macro and micro levels,basedaroundtypicalsymmetricalmodels. Mostin-housepractitionersknowfromexperiencethatasadvisersthey rarelymakefinalstrategicbusinessdecisionsorchoices.Thisisusually madebythedominantcoalitionandthus,althoughallthesefactorsmay influencethechoiceofamodelofstrategicpublicrelations,powercontrol theory from organizational behaviour shows that the people who have power in an organization may choose the type of public relations programmesthattheydoforreasonsbestknowntothem.Thetraditionalview ofthein-housepractitionerhavingaboardappointmentinordertobetter influenceboarddecisionmakingisonlysustainableifthepractitioneris highlyskilledandexperiencedinenvironmentalbusinessmanagement, organizationalbehaviourandinteractivecommunication.
PUBLICRELATIONSANDORGANIZATIONAL CULTURE Organizationalcultureiscreatedbythedominantcoalition,especiallyby thefounderorCEOofanorganization,andpublicrelationsmanagersdo not gain influence if their values and ideology differ substantially from that of the organization. Organizational culture is also affected by the largersocietalcultureandbytheenvironment.Itaffectspublicrelationsin thelongtermbymouldingtheworldviewofthepublicrelationsfunction and thus influences the choice of a model of public relations within an organization. Whilesuchamodelidentifiesmanyofthevariablesessentialtocommunication management and control, it also shows that if a culture is essentially hierarchical, authoritarian and reactive, the dominant coalition will generally choose an asymmetrical model of public relations. Furthermore, it will choose not to be counselled by the public relations expert who traditionally was often not seen as having enough strategic 5
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Power holders CEO and members of the dominant coalition
Environmental interdependencies such as activists, product/service, political/regulatory
Choice of strategic policies
World view for PR in organization
Public relations potential including roles, knowledge, professionalism, gender, PR department structure
Choice of PR models as strategies
Organizational culture
Social culture
Figure1.1 Factorsinfluencingchoiceofmodel Source:Gruniged(1992) Key Theboxlabelled‘WorldviewforPRinorganization’assumesthatpublicrelations isdominantinanorganizationbut,asthearrowsshow,theworldviewforpublic relationsis,‘aproductoftheworldviewofthedominantcoalition,thepotential ofthepublicrelationsdepartmentandthecultureoftheorganization’(Grunig, 1992,p24).Thearrowfromenvironmentalinterdependenciestopowerholders indicates that, ‘managers gain power when they have knowledge and skills that help organizations manage crucial environmental interdependencies’. The arrow from power holders to environmental interdependencies indicates that, ‘the environment is in part at least the subjective perception of the dominant coalition’. The arrow from the choice of public relations models as strategies to theenvironment,‘depictsthecriticalrelationshipbetweenstrategicmanagement ofpublicrelationsandorganizationaleffectiveness’.Thefinaltwoboxes,‘depict therelationshipamongsocietalculture,organizationalcultureandexcellencein publicrelations’.
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awareness and therefore was of limited value. Many companies have changed their departmental names from ‘public relations’ to ‘corporate communication’ to reflect this development. With the future unknown, developmentaldebatescentreonthedominanttheoreticalmodelsIhave identified;seeTable1.1.
BESTPRACTICE Key day-to-day executive skills and technical expertise come together in professional practice to support public relations strategy in-house or outsourcedtobluechipmanagementconsultanciesandpublicrelations agencies. In my eight-factor PR integration model shown in Figure 1.2, professionalexpertiseisorganizedatmicro(in-houserelations)andmacro (externalrelations)levels.Integratedcommunicationtoolsandtechniques canbebroadlyclassifiedintoeightstrategicareasforminganintegrated communicationnetwork.Thesehavebeendefinedashavingasignificant bodyofpeer-reviewedknowledgeunderpinningthem,basedonacademic theoryandempiricalresearch.
CORPORATECOMMUNICATIONACADEMIC MODELS Thestudyofcorporatecommunicationmakescorporatecommunication perhapsoneofthebroadestmulti-disciplinaryandinter-disciplinarysubjectsavailableinuniversitiestoday.Topicswillbestudiedfrom:
politics; economics; philosophy; languages,semiologyandsemantics; culturalstudies; psychology; sociology; ITandcomputerstudies; researchmethods; informationstudiesincludinglibrary/archivalsourcing; journalismincludingtechnicalwriting; mediastudiesincludingmasscommunication; advertising; marketing; businessstudiesincludingtransactiontheory; 7
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Table1.1 Dominanttheoreticalmodels Dominanttheoreticalmodels Selected Characteristics
Classical PR
Professional PR
Corporate communication
Boundaries Orientation
Locusofcontrol Greeks,Romans Pre-warUSA Paternalistic Publiccontrol
Divergent Post-war US/UK/Europe Collectivistic Systems management Advisory/ executive
Convergent Global
Ideology Role Relationship withmain board Generic activity Statusof workforce Relations withmedia Roleof institutes/ unions Change Market position Attitude
Administrative Publicaffairs
Individualistic Stakeholder relations Strategic
Staff
Public relations Employees
Divergent comm. Professionalclass
Social
Legal
Psychological
Marginal
Adversarial
Collaborative
Slow Protected
Moderate Stable
Continuous Competitive
Socialstability
Essential Cost
Mutual dependence
Source:Oliver(2001)
managementstudiesincludingchangestrategies; entrepreneurship; humanresourcemanagementincludingorganizationalbehaviour; civilandindustriallaw;and ethics.
Universities still have difficulty in deciding whether to classify and invest in the study of this discipline as a ‘media arts’ subject area or a ‘businessandmanagement’subjectarea.Mediaandcreativeartsfaculty people approach public relations through journalism, film, radio and 8
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photographyproduction(forevents/publicity,etc)whilebusinessfaculty peopleapproachpublicrelationsthroughamanagementorientationbased on planning and control in line with business strategy. Hands-on skills arelearntthroughworkshops,sometimesprovidedbytrainers/visitors, usuallythroughtheprofessionalbodiessuchastheCIPRandIPRA,just as they are on continuous professional development (CPD) courses, in accountancy, marketing or IT through their relevant bodies. However, the methodological principles for development of public relations as an academic discipline are based on accepted research methods, albeit dependingonthepurposeofaparticularpieceofresearchoranalysis,as showninTable1.2. Threemainareasofpopularacademicresearchcontinuetobe: 1. businessandpoliticalcommunicationstrategy,whichincludespublic orgovernmentaffairsandcorporatereputation; 2. governance and leadership communication strategy, involving employees,managers,directorsandshareholders;and 3. integratedmarketingcommunicationstrategy. Asthethreemostresearch-based,theybestsupportthepublicrelations profession, both in Europe and the United States, at this stage in its history.Theimportanceoftheanalyticalapproachforpractitionerscannot beoverestimated,giventhecriticalroleofmonitoringandevaluationof campaignpolicyandplanningintoday’sever-changingmultimedia,new technologycontext.
SEMANTICS A long-standing CIPR definition of public relations is ‘the planned and sustained effort to establish and maintain goodwill and mutual understandingbetweenanorganizationanditspublics’.Here,thedefinition impliesstrategicmanagementbytheinclusionofthewords‘planned’,and ‘sustained’,andtheuseoftheword‘publics’forstakeholders,interested partiesandotherinfluentialgroups.AmorerecentCIPRapproachisto refer to public relations as being ‘about reputation – the result of what youdo,whatyousayandwhatotherssayaboutyou’,and‘thediscipline whichlooksafterreputation–withtheaimofearningunderstandingand support,andinfluencingopinionandbehaviour’. Alternativepractitionerdefinitionsnearlyalwaysidentifyastrategicrole forpublicrelationswhentheyareheardsayingthatpublicrelationsisthe managementofallcommunicationwithintheorganizationandbetween theorganizationanditsoutsideaudiences.Thepurposeistocreatebetter
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Focusesonfieldwork with‘immersion’in thesetting.Numbers notrelevant
Gainaperspectiveof aculture,forexample anorganizational setting
Ethnography Developedwithin anthropology
Participant observationincluding interviewswith‘key informants’/ documentarysources fieldnotes/video recording
Usuallybetween 20and40,butmay belargerorsmaller dependingon thehomogeneity ofobservations. Purposivesampling isfollowedby theoreticalsampling untilsaturationofthe dataisachieved
Generatetheoryfrom Semi-structured allavailablesources audiotaped inasocialsetting interviews/focus groups,withor withoutobservation/ documentaryanalysis
Groundedtheory Developedby sociologiststo understandsocial issues
Smallpurposive sample(usually between6and20, thoughoccasionally fewer),depending onthevarietyof experiencessampled
In-depthaudiotaped interviews
Studyofthe‘lived experience’
Phenomenology Derivedfrom philosophy
Sample
Datacollection
Mainpurpose
Method
Table1.2 Keymethodsofdatacollectionandmethodologicalprinciples
Thickdescription –describesdetailed patternofsocial interactionsand meanings
Constantcomparison –dataanalysis proceedswithdata collection,sampling anddevelopmentofthe interviewguide.Leads toemergentconcepts andcategories
Exhaustivedescription; thematicanalysis
Analysis
Similartoacasestudy,buttheresearcherisusuallyanactiveparticipantwithinthesettingand mayactasachangeagent.Thefocusofinvestigationisdeterminedwiththework-basedteam, findingsshared,changenegotiated,resultsevaluated,andfurtherareasofinvestigationjointly determined
Actionresearch
Source:AdaptedfromWalkeretal(2005)
Non-participantinvestigationusingavarietyofqualitativeandquantitativeresearchmethods toinvestigatea‘case’.Thecasemaybeanindividual,agroupofpeoplewithacommonareaof concern,oranorganizationalunitorsetting
Casestudy Managementstudies
Maybeassmallas 2,asinprofessionalpatientinteraction
Non-participant videotaped observationsof everydayactivities
Detailedstudyof ‘tacit’meansof communication
Conversation analysis Fromethnomethodology
Detailedanalysisof non-verbalandverbal interaction,including turn-taking
Detailedinterpretive analysisoftext,with afocusontheuseof languageandverbal expression
Audiotaped Maybeassmallas2, orvideotaped asinaprofessionalconversations,often patientinteraction innaturalisticsettings
Studyofthewaysthat socialrealitiesand understandingsare constructedthrough language
Narrativeanalysis –focusesonthematic content,structureand coherence
Discourseanalysis Fromlinguistic studies
Fewparticipants (often6to10),often interviewedonmore thanoneoccasion
Audiotaped unstructured interviewsthat encouragestorytelling.Oftenlastup to3hours
Detailedstudyof people’slivesand experiences,basedon thestoriestheytell
Narrativeanalysis/ lifehistory Basedonbiographical studies
Publicrelationsstrategy
understanding of the organization among its audiences. Circumstances determine which audiences or sub-audiences are most important and needpriorityattentionatanytime. Public relations practice involves management of an organization’s reputationbyidentifyingperceptionswhichareheldoftheorganization and working to inform all relevant audiences about organizational performance.Itisconcernedwithdevelopingadeservedreputationfor an organization, one which is based on solid performance not hollow hype. Reputation will not necessarily be favourable and may only be as favourable as the organization deserves. This becomes increasingly complexinthelightofnewtechnologies.ManyCIPRmembersrejectthe notionofachangeofnamefrom‘publicrelationsdepartment’to‘corporate communicationdepartment’andarguethattheimpactoftheinterneton public relations is simply that it offers new electronic operational tools which don’t alter essential practices. However, given that technology hassochangedstrategicoperationsforallformsofbusinessandorganizationalcommunication,andgiventhathumancommunicationisthekey measurablevariable,theterm‘corporatecommunication’betterrepresents theoryandpracticeofthisdisciplineinlargeorganizations. Underpinningthesechangesanddevelopmentsistheconvergenceof traditionaltelecommunicationsindustries.‘Time-to-market’forsomecommunicationstechnologyfirmsoftennarrowedfrom20yearstosixmonths duringthe1990s.Thisconvergencehasledtosomeofthemostlucrative consultancy in the corporate communication profession as industry triedtocopewiththerapidrateofchangeincompanyandcommercial cultures. Thus we see that corporate communication is both divergent andconvergentintheoryandpractice,requiringspecial,advancedmultiskillingandpowersofstrategicthinkingandoperationalpractice. While the public relations industry owes a debt of gratitude to the marketingindustryforitsdevelopmentofnumerousresearchtoolsand techniques,ithasledtoconsiderablesemanticconfusion.Forexample,one groupofmarketersdefinedpublicrelationsas‘buildinggoodrelationswith thecompany’svariouspublicsbyobtainingfavourablepublicity,building up a good corporate image and handling or heading off unfavourable rumours,storiesandevents’(Kotleretal,1999).Suchacademicmarketers viewpublicrelationsasamasspromotiontechniqueandsuggestthatthe oldnamefor‘marketingpublicrelations’wasmerely‘publicity’,and‘seen simply as activities to promote a company or its products by planting newsaboutitinmedianotpaidforbythesponsor’. Today,recognizingthatpublicrelationsreachesbeyondcustomers,the CharteredInstituteofMarketing(CIM)concurswiththepublicrelations industrythatmanyoftheirtacticssuchasmediarelations,pressrelations andproductpublicityarederivedfromthepublicrelationsindustry.From astrategicpointofview,thisisimportantintermsofqualityassurance.In 12
Not‘just’publicrelations
globalcompanies,apublicrelationsorcorporatecommunicationdepartment is never subjugated to the marketing department even though marketingstrategymaybelinkedtocorporatebusinessstrategy,because itfailstoaddresstheholisticlinksofstrategicpublicrelationswithoverall corporatestrategy(seeFigure5.1onpage78).Strategyisessentiallylongertermplanningwhilebottomlinesalestactics,inspiteofloyaltyschemes, often demand short-term, if not immediate, results. Of course both can influencestrategicdecisionmakingunderchangingcircumstances. Strategicpublicrelationsisconcernedwithmanagingtherelationships between an organization and a much wider variety of stakeholders or audiences and range of priorities at any given time. The development of macroeconomics and environmental management studies has put pressureonthepublicrelationsindustrytofocuspublicrelationsstrategy onthedimensionoftheenterpriseororganizationwhichgoesbeyondthe bottomlineofprofitandshareholderpricetoincludemeasuresofcorporate successbasedonsocialaccountability.Aswellasanorganization’srolein theeconomiclifeofitscountryanditspositionintheglobalornational marketplace,publicrelationscounselandactivitiesformanimportantpart of an organization’s policy in defining the environmental factors which affectitscorporatebusinessactivities.Theseincludesocialstratification, social welfare and national policy, technology, and the political, legal andregulatoryprocessesappropriatetoaparticularorganizationorthe industry in which it operates. All these factors need understanding of attitudesandculturalnormsthatinfluenceanorganization’sreputation andpublicacceptability.
OPERATIONALSTRATEGY PublicrelationsispractisedinorganizationsrangingfromSMEstotransnational,multinationalcorporationswithbudgetsbiggerthanmanythird worldgovernments.Baskinetal(1997)say: Public relations practitioners communicate with all relevant internal and externalpublicstodeveloppositiverelationshipsandtocreateconsistency between organizational goals and societal expectations. Public relations practitioners develop, execute and evaluate organizational programmes thatpromotetheexchangeofinfluenceandunderstandingamonganorganization’sconstituentpartsandpublics.
Classical models of strategic management try to balance the internal andexternalperspectivesbycorrelatingcorporatemissionwithexternal environmental factors over time.Adapting Pearce and Robinson (1982) citedinGrunig(1992),thepublicrelationsoperationsmanagermust: 13
Publicrelationsstrategy
communicate the mission of the company, including broad statements; developacompanyprofilethatreflectsitsinternalconditionandcapability; assessthecompany’sexternalenvironment,intermsofbothcompetitiveandgeneralcontextualfactors;
MediaRelations PressBriefings/Webcasts Newspapers/Magazines PhotoJournalism/Voxpops Features/Supplements ChatRooms/Blogs CD-ROM/Video/Audio cassettes Film/Radio/TVLiaison
Conferences/Exhibitons Education/Community Relations CelebrityPRManagement Glass/FestivalOccasions Hospitality/Leisure/Travel SportsSponsorship
CorporateGovernance LeadershipProfiling TrustMeasurement CorporateAffairs AnnualShareholders Meeting Image&IdentitySynthesis CommunicationAudits
MEDIA RELATIONS
EVENTS MANAGEMENT
Diplomacy ForeignAffairs Lobbying/Fundraising GovernmentRelations Activism/PressureGroups GlobalSustainability Legal/ControlFrameworks ThirdPartyIntervention
PUBLIC AFFAIRS
PRStrategy as Integrated Communication
REPUTATION MANAGEMENT SALES& MARKETING
Customer/ClientRelations Advertising/Competitions Product/ServiceBranding Entrepreneurship DirectMarketing/E-Commerce Purchase&Supply Mobiles/Podcast Surveys/FocusGroups
CRISIS MANAGEMENT
PUBLICITY& PROMOTION RESEARCH& ENTERPRISE
MicroEnvironment MacroEnvironment Integratedcommunication
Figure1.2 Theeight-factorPRintegrationmodel
14
AnnualReports QuarterlyReviews Brochures/Publications IllustratedGuides Posters/Fliers TechnicalWriting/Manuals CreativeIdeas/CAD DVDProduction
KnowledgeandIntelligence InformationManagement Monitoring&Evaluation BudgetControl/FundRaising EnvironmentalScanning OpinionPolls/AttitudeSurveys RiskAssessment WebAnalysis&Design
Key
Source:Oliver(2006)
ContinuityPlanning SocialResponsibility Programmes/CSR GlobalDebt/PovertyRelief DisasterSupport IssuesManagement
Not‘just’publicrelations
analysepossibleoptionsuncoveredinthematchingofthecompany profilewiththeexternalenvironment; identify desired options uncovered when the set of possibilities is consideredinlightofthecompanymission; communicate to all prioritized stakeholder groups the long-term objectivesandgrandstrategiesneededtoachievethedesiredoptions; developannualobjectivesandshort-termstrategiesthatarecompatible withthelong-termobjectivesandgrandstrategies; implement strategic choice decisions using budgeted resources by matchingtasks,people,structures,technologiesandrewardsystems; review and evaluate the success or otherwise of strategic campaign processestoserveasabasisofcontrolandasbenchmarksforfuture decisionmaking;and incorporateethicalconsiderationsintothedecision-makingcycle. Inevitably,acrucialfactorinsuchanexerciseisrelationswiththemedia andidentifyingthepurpose,natureandnurturerequiredofanydesired communication, as indicated by Grunig and Hunt’s summary in Table 1.3. Grunig (1992) identified half of US companies as using the public informationmodel,20percentusingthetwo-wayasymmetricmodeland only15percentusingoneorotherofthepressagency/publicitymodel orthetwo-waysymmetricmodel.Ofcourse,noonemodelismutually exclusiveandallfourmodelsmaybeappliedwithinasingleprogramme, notnecessarilysimultaneouslybutasappropriateforspecificrequirements. Grunig and his researchers at the IABC asserted that quality assurance is best achieved through the two-way symmetrical model, which relies heavilyontheanalysisoffeedback. However, before looking at the role of feedback in best practice, it is necessarytorevisittheconceptofstakeholdertheoryandtheresponsibilities anorganizationcarriesinrespectofitsdealingswithdifferentgroups,as showninTable1.4. Theroleofpublicopinioninthebehaviouroforganizationscontinues toincreaseviatheinternetand,whilethepublicrelationsprofessionhas always been aware of its obligations to all stakeholder groups, a global economy is making for increasingly onerous relations. Edward Bernays saidin1923that‘itisinthecreationofapublicconsciencethatthecounsel onpublicrelationsisdestined,Ibelieve,tofulfilitshighestusefulnessto thesocietyinwhichwelive’.TheCIPRtodayendorsesthisthinking,over 80yearslater,initscodeofconduct,asdoestheIPRA. It has already been stated that communicating consistently between stakeholdersoraudiencesdoesnotmeancommunicatingthesamemessage.Rather,afundamentalrequirementinpublicrelationsistodevelop aconsistentcorporatemessage(andtone)thatappropriatelyreflectsthe organizationinthewaythattheorganizationwishestobereflected,even 15
Publicrelationsstrategy
Table1.3 Fourtraditionalpublicrelationsmodels Characteristic
Model Pressagency/ publicity
Public information
Two-way asymmetric
Two-way symmetric
Purpose
Propaganda
Dissemination Scientific ofinformation persuasion
Natureof communication
One-way; One-way;truth Two-way; completetruth important imbalanced notessential effects
Communication model
Source→Rec. Source→Rec. Source→Rec Group→ ← Group Feedback ←
Mutual understanding Two-way; balanced effects
Natureofresearch Little; ‘counting house’
Little; readability, readership
Formative; Formative; evaluativeof evaluativeof attitudes understanding
Leadinghistorical PTBarnum figures
IvyLee
EdwardL Bernays
Bernays, educators, professional leaders
Competitive business; agencies
Regulated business; agencies
Wherepractised today
Sports;theatre; Government; product non-profit promotion associations; business
Source:AdaptedfromGrunigandHunt(1984)
asevents,crisesandissuesareoccurring.Atthesametime,messagesmust becapableofbeingadaptedcreativelytobeunderstoodbythedifferent audiencestargeted. Ind(1997)wrote: Communicationstrategiesshouldalwaysstartfromtheneedtohavespecificallyandideallyquantifiablecommunicationobjectives.Theover-arching goal should be to achieve a specific positioning that will transcend the objectivesfordifferentaudiences.Thepositioningitselfshouldbederived fromanalysis.
Indalsosuggeststhatpublicrelationsfunctionsaretoincreaseawareness andimprovefavourability:
16
Not‘just’publicrelations
Table1.4 Stakeholders’responsibilities Stakeholders
Responsibilities
1.
Economicissues: profitability competitiveproducts survivalofthecompany productquality
Customers
Ethicalissues:
honesty thebestpossibleproductsand services satisfycustomerneeds
Voluntaryissues: long-termbusiness functiondevelopment 2.
Employees
Economicissues: workandincome Legalissues:
cooperation followingtheregulationsin dismissalsituations
Ethicalissues:
goodworkingconditions stabilityandsecurity developingpossibilities honesty
Voluntaryissues: education supportingactivitiesandinterests 3.
Competitors Ethicalissues:
truthfulinformation fairmarketingandpricing practices nouseofquestionablepractices consistencyandstability playingthegamebytherules
Voluntaryissues: goodrelations cooperationinindustry-related issues 4.
Owners
Economicissues: returnonassets/investments securinginvestments maximizingcashflow solvency profits Ethicalissues:
Adequateinformation 17
Publicrelationsstrategy
Table1.4 Stakeholders’responsibilities(continued) Stakeholders
Responsibilities
5.
Suppliers
Economicissues: volumes profitability Ethicalissues: honesty Voluntaryissues: sustainableandreliablelong-term relations
6.
Community Economicissues: taxes employment Legalissues: influenceontradebalance Ethicalissues: followinglawsandregulations Voluntaryissues: behavingwithintegrity supportinglocalactivities
7.
Government Economicissues: taxes employment influenceontradebalance Legalissues:
followinglawsandregulations
Ethicalissues:
behavingwithintegrity
Voluntaryissues: supportinglocalactivities 8.
Financial groups
Economicissues: profitability securityofinvestment Ethicalissues:
9.
The Legalissues: environment eg,pressure Ethicalissues: groups
adequateinformation compliancewithenvironmental regulations environmentalfriendliness protectingtheenvironment productrecycling
Voluntaryissues: proactiveenvironmental management 10. Oldandnew Legalissues: mediaeg, press,TV, web Generalissues:
compliancewiththelaw,eg invasionofprivacyincelebrityPR
compliancewithguidelines,codes ofconductandethicsstatements Voluntaryissues: internalwebpagesandchatrooms
Source:AdaptedfromAurila(1993),inOliver(1997) 18
Not‘just’publicrelations Publicrelationslosesouttoadvertisinginitscontrollability,butithasthe advantage over advertising in its ability to communicate more complex messagesandinitscredibility.Thepresscoverageachievedthroughmedia relationsactivityhastheappearanceofneutrality.Alsotheabilitytotarget specificmediaandaudiencesisenhancedbytheflexibilitypublicrelations offers.(p80)
Thisrequiresthatapublicrelationsstrategyhastoconsiderthewaysthat all its activities can be integrated, and the most practical and definitive waycurrentlyistobasepublicrelationsprogrammesonaudienceorstakeholderanalysis.Justasitiscriticaltounderstandthetheoryandpractice ofcustomerrelationsinordertosellanything,soitiscriticaltounderstand whatthedifferentaudiencesorstakeholdersneedtoknow,wheretheyare comingfrominresponsetoamessageororganization’sreputation,sothat theprinciplesofmutualunderstanding,notnecessarilyagreement,canbe applied.AsIndsays: a communication(s) strategy can then be evolved which specifies within an overall positioning the communication requirements for each specific audience.Thisshouldnotencouragecommunicationanarchywithmessages to shareholders contradicting those to consumers, but relevance. Working fromaudiencesinwardsencouragesanorganizationtothinkofitscommunicationmechanismsappropriately.
THEFEEDBACKCYCLE Given the close psychological connection between perception and communication, critical feedback data will include identifying the cyclical responsestoamessagefromreceiversoverperiodsoftime.Thetraditional emphasisonfeedbackasknowledgeandintelligenceisasimportantas ever,butischanginginscaleasaresultofcomputer-assistedsoftware. Webster’s definition of ‘feedback’ is ‘the return to the point of origin, evaluative or corrective action, about an action or a process’. What this meansinoperationalpublicrelationstermsisthatitispossibletoprovide computer-tabulatedinformationformanagersaboutafirm’sstakeholder practicesandbehaviour.Becausethisinformationisbasedonday-to-day perceptions, it is a powerful tool for communication analysis, reflection andadjustment. Feedback can be derived from two sources: those identified for a generic programme to help corporate communication managers focus on key behaviour of their audiences, and those identified on a custom basiswhereanumberofactivitiesoraparticulargroupofstakeholdersfor thecompanyareidentified.Feedbackquestionnairesandreportsusually
19
Publicrelationsstrategy
cover two areas: frequency and importance. Frequency is the extent to whichthecorporatecommunicationmanagerusesaparticularactivityas perceivedbythegrouporbehavioursbeingevaluated.Importanceisthe extenttowhichthecorporatecommunicationmanagerfeelsaparticular activity,messageorbehaviourisimportant.Atypicalfeedbackreportwill coverasection-by-sectionsummarygivingspecificscoresforeachactivity andalistingofthe‘top10’activitiesinorderofimportancewithscores foreach. Feedbackprovidesthreeprincipalareasofapplication.First,itcanbe usedinorganizationalsurveystodeterminetheextenttowhichacompanyisfollowingpracticesthatreflectorhelptochangetheorganization’s reputationorculture.Secondly,itcanbeusedonaone-to-onecounselling basis where the process provides bottom-up or lateral feedback to supplementthetop-downviewusuallyproposedindealingwithjournalists and/oremployees.Thirdly,itcanbeusedasabasisforahighlyfocused continuous professional training and development where managers are helped to improve their communication performance in practice areas wheredeficienciesareevidenced. Atypicalresearchplanwouldalwaystakeintoaccountbothpositive andnegativefeedbackinitsresearchbrief,theworkplan,datacollection, analysis and evaluation. Given that stakeholder groups and subgroups mayhaveculturaldifferencesoflanguage,religion,valuesandattitudes, aesthetics,educationandsocialorganization,feedbackandtheanalytical toolsappliedtothemareaspecialistpublicrelationsactivity.
CONTROLVSCODEPENDENCY Nowhere does the importance of feedback inform the public relations controllermorethanduringacrisis,wherethebusinesscontinuityplan heavilydependsonitsqualitycontrolduringandafteradisaster.Taking controlwhilebeingcodependentduringacrisistaxesthepublicrelations skills of the most experienced practitioner. With the central command roleofcommunication,heorshemustmanagethecrisiscentreoverallin collaborationwithotherkeypersonnelresponsibleforhealthandsafety, HR,marketingandoperations,aswellasmanageanynumberofmedia enquiries. Luftman (2004) examined 245 companies with continuity plans and surveyed350businesstechnologymanagers.Evenallowingformultiple responses,heshowedthesignificanceofthePRroleduringacrisis,which I later developed in my action stations framework. The Luftman data, showninFigure1.3,waspublishedinInformationWeek,withthepublic
20
Not‘just’publicrelations
Datarecovery Technologyrecovery Business-processrecovery Issuesandcrisismanagement Customer-supportoperations Facilities Humanresources Proceduresforkeysuppliersandpartners Publicrelationsanddamagecontrol Protectionofintellectualproperty 20 40 60 80 100
Figure1.3 Communicationandthebusinesscontinuityplan(BCP) Source:Luftman(2004)
relations roles emphasized to include human resources, because there wouldusuallybemuchinternalpublicrelationsactivityduringacrisis.
CAMPAIGN:PSAPEUGEOTCITROËN,SPAIN Thiscarcompany’scampaignillustratesmanyofthekeypointsraised inthechapterandshowshowrelationsfromorganization,publicand mediaperspectiveswereimprovedbyacarfirmafternegativereactions toitsexpansionthreateneditsdevelopment. PSAPeugeotCitroën’stopplantislocatedinVigo,Spain.However, there was a paucity of industrial space. Establishment of this plant changeditfromafishingvillagein1958tothecurrentmoderncity. Demographic explosion converted Vigo into the region’s industrial capital, where football is a favourite pastime. CELTA-Vigo, its club, becameconsolidatedwithPSAPeugeotCitroënsponsorship,butthe relationshipbecameestrangedin2003,whentheclubdecidedtoexpanditsstadiumlocatednextdoortotheplant.Thecampaignhadtwo objectives:toresolveashort-termthreatandguaranteetheplant’slong termlocation.
21
Publicrelationsstrategy
Challengevsopportunity CELTA presented a project for the expansion of Balaídos Stadium in May 2003. Although the stadium is owned by the City Council, the clubhasa100-yearleaseagreementforthesitewhichnotonlyhouses the stadium but contemplates a future luxury hotel and shopping complex. TheprojectwasadirectthreattothePSAPeugeotCitroënplantfor motivesrelatedtospaceandanincreaseoftraffic.TheplantmanagementinformedtheCELTAmanagementandpoliticiansinprivatethatit wasagainsttheproject.Despitethis,CELTAwentaheadandpresented itsprojecttothepublic,withaviewtoplacingtheclubamongstthe topnamesinEurope. PSAPeugeotCitroëncouldbecriticizedbythecitizensforsubordinatinglifeinthecitytothecompany’sactivities.Propermanagementof theconflictcouldreinforcethetangibleandintangibletieswhichlink thecompanywithitssurroundings,soresearchandanalysisrevolved aroundthreemainareas.
Research Thethreeproposalsforactionwerebasedonidentificationofsimilar caseswhereurbangrowthhadresultedintheclosureofanimportant industry;determinationofhowmuchthecitizensofVigoknewabout theconflictbetweenPSAPeugeotCitroënandCELTA;anddefinitionof thevaluesthatunderlaythesocietyinVigowhichcouldaffectfuture relationswiththeplant.Acomparativeanalysisrecommendedtheneed forexternalallies:itnotedthatwheneverotherthreatenedindustries opted for a head-on confrontation, it normally resulted in negative outcomes. Public opinion research monitored the conflict. Opinions were collected and contrasted, and decisions were implemented at varioustimesoveranumberofweeksandanalysedbya‘thinktank’.
Strategicplan TheoutcomewasastrategybasedondismantlingCELTA’sprojectand ratifyingacommitmenttoVigothroughactionsthatwouldhelpshape thecity.Keyaudiencesintheshorttermweretobethepoliticalparties’ representativesintheCityCouncilwhilethelong-termtargetaudience wouldbethevoters. ThemessageconveyedwasthatPSAPeugeotCitroënsupportedthe refurbishmentofBalaídos(andnotitsexpansion);wasaworldleaderin spiteofitslimitedspace;wasbuildingVigoonaday-to-daybasisand
22
Not‘just’publicrelations
shareditsindustrialculturewiththecity;andwouldnotabandonVigo unlessforcedtodoso. Localandregionalmedia,aswellasthedifferentinstitutionspresent inthesurroundingareas,wereusedtospreadafirstmessage.Asecond message was spread through sector and national media, with news coverage amplified by local media. Third and fourth messages were managedthroughthethinktank.Thelatter’sanalysisofthefutureof Vigoanditsconclusions,consistentwithPSA’sinterests,werepresented tothepublic.
Operationalstrategy Theplanwasexecutedinthreestageswithinspecifictimeconstraints. Shortterm.AfterCELTApresenteditsexpansionprojecttothepublic, thePSAPeugeotCitroënVigoplantannouncedtheproductionofthe 7millionthvehiclewhiletheplantdirectorstated:‘IfBalaídosexpands, PSA Peugeot Citroën will close down’. Influential city people were contacted privately to explain why expansion of the stadium would benegativeandjustdayslater,themediapublishedoppositionfrom unions, businessmen, politicians and citizens’ groups to any project thatthreatenedPSAPeugeotCitroën. While third parties mustered opposition to the project, the plant organizedactionsgearedtowardspromotinghighproductionvalue,in spiteoflackofindustrialspaceanddeficientinfrastructures.Atripwas organizedfornationalmediarepresentativestowitness‘justintime’ implementationofacarseatfromdrawingboardtoinstallationinthe vehicle. Thespecializedandeconomicpresscoveragenexttalkedabout‘the miracle of the automobile industry in Vigo’. Numerous press reports reachedaclimaxwithareportpublishedinthedailynewspaperElPaís, whichhasthehighestcirculationinSpain.Entitled‘rollingoptimism’ itfocusedonthemeritsachievedbyPSAPeugeotCitroëninspiteof threatssuchastheexpansionofBalaídos. Longterm.InordertogetcitizensupporttodefendPSA’sinterests, publicvisionoftheplantneededtobeseenasaglobalreferencepoint forthecityanditscitizens,beyondeconomicorindustrialachievement alone.
Evaluationoutcomes The Balaídos stadium expansion project was rejected by the political partiesthatcomprisedVigoCityCouncil.On1July2003,themunicipal
23
Publicrelationsstrategy
corporation signed an agreement committing itself to combat any projectthatcouldthreatenthefutureofPSAPeugeotCitroëninVigo. Press coverage in the national media (both economic and sector) reinforced and expanded on the local and regional media coverage, ontheimportanceofthePSAPeugeotCitroënplantinVigo.Thisflow ofmediacoverageresultedinananalysisbymanypublicandprivate institutions of the automobile sector in Galicia and especially that of PSA Peugeot Citroën (eg, the 2004 GAXA report on the automobile industry – a reference for the sector, which paid special attention to theplant). Lastly, the Ardora 2004 report (www.informeardora.com) was launched.ThePSAPeugeotCitroënplanthadachievedanunprecedented linkwiththecity.ThelaunchhadunitedallofVigo’sconflictingparties, which resulted finally in Faro de Vigo, the principal local newspaper, stating:‘PassionforVigo:VigoisPSAPeugeotCitroën,PSAPeugeot CitroënisVigo’.
REFLECTION Basedontheinformationprovided: i.
With reference to the broad theories of relationships described in thechapter,whattypeortypesofrelationshipdidPeugeotCitroën developwithits’threekeystakeholdergroups? ii. Whatfactorsinfluencedthecampaignstrategy? iii. How might the local decisionoutcomesimpact onthe company’s globalreputation? iv. By applying the eight factor PR integration model,identify which technicalactivities contributed to the success of the campaign and thuswhichoftheeightstrategicareastookprecedence. v. UsingtheBCPplan,suggesthowthenatureandqualityoffeedback willprotecttheorganizationfromfuturethreat.
24
2
PR’splaceonthe board:acore governancerole Only 3 per cent of communication directors are currently on the main boardsofUKcompaniesand23percentareonexecutivecommitteesof FTSE-100 companies, according to research compiled by global public relations firm, Echo Research. However, the complexity of life in the 21stcenturyisbringingpublicrelationsexpertisebacktothetable,with a place on the main board in a joint governance role.After a decade or so of global criticism, industry and commerce are alert to the needs for joint steering. The public relations director is unlikely to be the CEO’s favouritecolleagueandmayfrequentlywantto‘killthemessenger’,but a competent CEO will trust both positive and negative counsel, so that adviceisbothrespectedandappropriatelyrewarded. Organizationsdealwithpressuresanddevelopmentsfrombothinternal andexternaldrivers,usuallyconcurrently,butpreviouslyitwasoftenonly intimesofcrisisthatanorganizationvaluedpublicrelationsinput.Most corporatedecisionmakingdistinguishesbetweenobjectiveandsubjective interpretation of events, takes a continuous view of change rather than reacting immediately to turbulent or sudden change, and approaches 25
Publicrelationsstrategy
corporatestrategyasaprocessinvolvingchoicesratherthandeterminate positions. Managing public relations strategic decision making is no differentand,likeaccountingorlaw,hasitsownbodyofknowledge,rules andregulations.However,itrequirescommitmentfromtheCEOandmain boardmembersifthepublicrelationsdirectoristobeabletofulfilhisor herremitbyapplyingsuchknowledgewiththeauthorityrequired. Public relations advice has traditionally relied on case studies and empirical research to provide a base on which to draw and develop models of theory and best practice. Few practitioner writers adopt a polemicalpositionaboutthecommunicationaspectsofpublicrelations, yet,likemostfledglingdisciplinesorprofessions,theyareoftencriticized forbeingtoodescriptiveandbanal.Anupsurgeinthenumberofpublic relations research consultancies and an increase in client billings are an indicationofrecognitionoftheneedforprovenexpertise.
TOP-DOWN,BOTTOM-UPCOMMUNICATION The CEO will want to extract value for money and insist on measured justificationforpublicrelationsexpenditure,butastrong,transformational leader will recognize the dangers inherent in not having expert public relationscommunicationinputatboardmeetings.CanadianwriterGareth Morganlookedatmanagementperformanceandthereisnotoneofhis nine leadership competence modes in which communication does not playacentraloperationalrole;seeTable2.1. It has been reported that CEOs spend between 50 and 80 per cent of theirworkinghoursonaverageoncommunicatingwithstakeholdersof onesortoranother,whichsuggeststhattheynotonlydevelopstrategy but must be seen to operationalize it through the key competency of communication and concomitant public relations, although it is rarely identifiedseethefirstmentioninTable2.2. Generallyreferredtoas‘environmentalscanning’,thepublicrelations specialist will investigate and analyse internal and external pressures, diagnoseproblemsconfrontingtheorganization,suggestfuturetrendsand developments,andproposeorcounselprescriptionsforfutureactionand, inthecaseofcrisismanagement,remedialaction.Toanalysethepressures andproblemsconfrontingtheemployingorganizationorcompany,then itisunderstoodthatanumberofproactivepublicrelationsprocessesare needed. These include using a variety of methods for collating public relationsdatasuchas: electronicsourcessuchasCD-ROMlibraryindexesandotherorganizationalsourcesandexternalreferencematerials; differentinterpretationsofthepublicrelationsproblemwhichincorporateperceptionsoftargetaudiences,includingthemedia; 26
PR’splaceontheboard
theextenttowhichitispossibletodefineandpredictfuturetrends; thecontributionofmanagersandemployeesasaresourceinmeeting thepublicrelationscampaignorcorporatecommunicationobjectives.
Table2.1 Communicationinleadership Culturalmodel • Readingtheenvironment • Proactivemanagement • Leadershipandvision • Humanresourcemanagement • Promotingcreativity,learning andinformation • Skillsofremotemanagement • Usinginformationtechnology • Managingcomplexity • Developingcontextual competencies
Communication/PRModel • Environmentalscanning (externalforces),issues management,planning, monitoringandevaluation • Mission/intelligencedata • Relationshipbuilding/ perception • Adaptive/interpretivestrategies • Mediarelations,lobbying • InterdisciplinarynatureofPR/ crisismanagement • Amanagementdiscipline involvingawidevarietyof stakeholderrelations
Source:Oliver(2001),basedonMorgan(1997)
Table2.2 Importance Of Global Leadership Compared With Other Needs (BasedOnASurveyOfUSFortune500Firms) Dimension Competentgloballeaders Adequatefinancialresources Improvedinternationalcommunicationtechnology Higherqualitylocalnationalworkforce Greaterpoliticalstabilityindevelopingcountries Greaternationalgovernmentsupportoftrade Lowertariff/traderestrictionsinothercountries
Averagerating 6.1 5.9 5.1 5.0 4.7 4.5 4.4
1=Notatallimportant;7=Extremelyimportant Source:Gregersonetal(1999)
27
Publicrelationsstrategy
Strategy
Internal organization
Endorsement
Uniformity
Environment
Variety
Driving forces
Figure2.1 Factorsinthechoiceofcommunicationpolicy Source:VanRiel(1995)
VanRiel’smodelshowninFigure2.1givesthestrategicpublicrelations directorafocusforchoosingaparticulartypeofcommunicationpolicy, byanalysingthefirm’scorporatestrategyinrelationtothesimilarityor otherwise of the driving forces affecting the firm’s mission, the amount or nature of control exercised by the board directors and the scale of environmentalpressureontheorganization.Thecommunicationpolicyis thenderivedfrommeasuresofendorsement,uniformityandvariety. Oneofthecriticismsofthecorporatestrategyliteratureisthatitrarely makes a distinction between different organizations in terms of their ownership,organizationalsizeandmission.Clearly,privatecompanies, voluntarybodiesandpublicservicesadoptdifferentapproachestotheir organization and objectives, but this is reflected more in the culture of each organization rather than in the process of communication. The fundamental nature of human communication may be universal but messagestyleanddeliverymaychangetobestfitthecultureinwhichit isbeingset.
FROMFUNCTIONTOSTRATEGY To illustrate this point, perhaps the most notable strategic management model for communication purposes is the Johnson and Scholes model adaptedhereinFigure2.2. 28
PR’splaceontheboard
The communication environment - stakeholders - channels
Communication culture and expectations, objectives and power bases
Generating communication options
Strategic communication implementation - internal - external
Strategic communication analysis - internal - external
Strategic communication choice - internal - external
Selecting communication strategy in line with mission
Managing change through business process re-engineering communication
Communication resources - functional and strategic capabilities
Monitoring and evaluating communication options
Communication planning and allocating resources
Organization structure and design of corporate communication programmes
Figure2.2 Aligningcommunicationleadershiptocorporatestrategy Source:Oliver(1997),adaptedfromJohnsonandScholes(1993)
Thereareanumberofweaknessesinthismodel,oratleastpotentialfor misunderstanding.Whilethemodelshowstheessentialelementsofthe strategyprocess,itisnotlinear,startingattheestablishmentofamissionand endingwithimplementation.Asallcompetentpublicrelationspractitioners know, these processes must run in parallel and with consideration of resourcesandthepracticalitiesofimplementation.JohnsonandScholes attempttodiscusstheprocessofmanagingstrategicallythroughhuman resources and make the reader more aware of the tactical requirements necessaryforthestrategyprocesstobeeffective.Theyincludeamodelof stakeholdermappingtocharacterizestakeholdersintermsoftheirlevelof powerandinterestinanyoutcome.TheyofferthemodelshowninFigure 2.3asausefulanalyticaltoolinassessingcommunicationprioritiesatany givenmomentintime. This approach suggests that, although mission statements articulate organizational objectives and these objectives are usually derived from economicmanagerialorsocialresponsibilityconsiderations,stakeholders 29
Publicrelationsstrategy
Level of interest Low
High
Low
Minimal effort
Keep informed
High
Keep satisfied
Keep players
Power
Figure2.3 Stakeholdermappingmatrix Source:JohnsonandScholes(2002)
have expectations which may not always be met. These expectations relatetotheperformanceoftheorganizationaswellasbeinginfluenced by the external cultural context in which the organization is operating. Stakeholdershavedifferentdegreesofpowertodeterminetheobjectivesof anorganizationandvariouslevelsofinterestinexercisingthatpower,and sostakeholderobjectivesaffectthedevelopmentoffutureorganizational strategies. Business re-engineering in the 1980s challenged firms to think more deeplyaboutprocess.Thesystemsapproachtomanagementisnotjusta processofanalysisandreductionismbutoneoflinkingthingstogether–the processofsynthesis.Inthe1990s,JohnsonandScholesproducedamodel for analysing organizational culture which they argued was essential if synthesisweretooccur.Theyreferredtotheinterplayofvariousfactorsin organizationalcultureastheculturalweborthemindsetofanorganization –thatistosay,thewayitseesitselfanditsenvironment.InFigure2.4, theysuggestformalandinformalwaysthatorganizationalsystemswork through important relationships (structure); core groupings (power); measurementandrewindsystems(control);behaviouralnorms(stories); training (rituals); language and livery (symbols); process and expected competencies(routine).Therecanonlybesynthesisifcommunicationis performedtoahighstandardinlinkingtogetherthesestrategicareasfor competitiveadvantage. Onamorephilosophicalnote,itisworthconsideringherehowthese factorsmakeupaparadigm,astheorganizationalparadigmliesattheheart ofanypublicrelationschangestrategy.Itdescribesasetofpreconceptions 30
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Stories
Rituals and routines
Symbols
The paradigm
Control systems
Power structures
Organizational structures
Figure2.4 Theculturalweb Source:JohnsonandScholes(2002)
whichunderliepeople’swayoflookingattheworldingeneral,notjust an organization. It comprises a set of assumptions which people rarely question.Fromtimetotimeaparadigmisshakenupandaparadigmshift takesplace.Insuchanevent,textbookshavetoberewrittenasaparadigm shift involves the rethinking of basic assumptions underlying people’s perceptions.Paradigmshifts,thatis,fundamentalchangesintheruling paradigm, are rarely dramatic in business and management, although electroniccommunicationsandglobaltechnologyareacceleratingchange pertainingtotherulingparadigmofstrategicpublicrelationstheoryand practice. Electronic systems and processes, particularly in respect of media relations,areworkingunderanunderlyingsetofassumptionsandbeliefs whicharechangingandundergoingarevolutionaryparadigmshiftasa resultofculturalimplicationsofglobalization.Atsuchtimes,organizations imposetightercontrols.Forinstance,therearefeworganizationswhere managers are allowed to differ openly from or criticize the official line onstrategyandpolicy,yetthismaylieattheheartofthepublicrelations expertcounsel.Adherencetotheacceptedwayofrunninganorganization and the markets within which an organization is operating may not be openlycriticized,andinternalcommunicationwillattempttoreflectand reinforcetheofficialline,throughthecompanynewsletter,forexample. 31
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COGNITIVEDISSONANCE:COPING WITHCONFLICT The Stacey (1991) approach to strategy takes conflicts inherent in any organizational processes resting on cultural differences and change and provides a model of ordinary and extraordinary management. Modern models of strategy formulation stress the instability of the relationship betweenanorganizationanditsenvironmentbecausetimeanddynamics neverstandstill.Inanyorganizationthereisaperceivedneedtomaintain stabilityandharmonywhilemakingsurethattheorganizationcanchange inordertosurvive.ThiscontradictionisexpressedbyStaceyasordinary managementontheonehandandextraordinarymanagementontheother. Theseareusefulconceptstocriticallyappraisetheroleofpublicrelations incorporatestrategy.Theyreflectthefundamentalphilosophyofpublic relationsinthattheoverallcorporatemessagemustbeconsistent(ordinary management)whilemonitoringchangesinstakeholderperceptionsthat could impact on corporate objectives (extraordinary management) and whichinturnleadtochangesinthemessage. Thechallengeforstrategicpublicrelationsistoacceptwidelythat,for efficientoperationatanygiventime,itisnecessaryforanorganizationto haveaclearsenseofpurposeandunity,butalsoaparallelcultureinwhich itispossibletoraisesafelyavarietyofviewpointstochallengecomplacencyandensuresurvival.Clinicalpsychologytellsusthatitisimportant thatcognitivefeedbackloopsoperateinapositivemannersothatperceptionandcommunicationcanbeupdatedandclarifiedwhereappropriate. ThisisthebasisofthesymmetricalmodelspromotedbyGrunig(1992). Publicrelationschoicesareonthebasisofrationalcriteria,butthisis onlypossiblewhenthereisagreementonwhatthebusinessisallabout andwhatkindofenvironmentithastocopewith.Staceyarguesthatmanagersonlyoperatewithinboundedrationality.Thecomplexitiesofmodernorganizationsmeanthattheyhavetoadoptapragmaticapproachto decisionmakingandacceptthattheycannotconceptualizeoraccommodateallpossibilities.Bureaucraticprocedureshelptosimplifythemanager’stask,providingrulesandproceduresfortacklingmanydecisions.A hierarchicalmanagementstructureensuresthatdifficultdecisionscanbe madewithinthecontextoftheprevailingideology–theofficiallineofthe rulingcoalition.
OrdinaryPRmanagement This description of ordinary management is necessary to ensure that targets can be met and that the organization survives through rational processes.Itpresupposesastableenvironmentandcanonlybepractised 32
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incontainedchangesituations.Itisnotanegativeconceptgiventhatit mustbepractisedifanorganizationistobeabletocontrolanddeliver competitive advantage. It also implies that public relations, however, is conducted on the basis of asymmetrical communication in which the organization ‘gets what it wants without changing its behaviour or withoutcompromising’(GrunigandWhite,1992). Theasymmetricnatureofpublicrelationsmeansthattheorganization willfinditdifficulttoadapttoachangingenvironmentbecauseitdoes not recognize that communication with the outside, as well as its own employees,mustbeatwo-wayprocess.Stacey’s(1993,p72)definitionof extraordinarymanagementstatesthatitis: theuseofintuitive,political,grouplearningmodesofdecision-makingand self-organizingformsofcontrolinopen-endedchangesituations.Itisthe formofmanagementthatmanagersmustuseiftheyaretochangestrategic directionandinnovate.
ExtraordinaryPRmanagement Despite the potential dangers for organizations remaining exclusively dedicatedtoordinarymanagement,acloserlookatwhatisinvolvedin extraordinary management will explain British reticence. Extraordinary management involves questioning and shattering paradigms and then creatingnewones.Itisaprocesswhichdependscriticallyoncontradiction andtension.Thechangingofparadigmsisarevolutionaryratherthanan evolutionaryprocessandcannotbeintendedbytheorganization.Stacey arguesthatbothformsofmanagementhavetocoexistiftheorganization istoevolveandsurviveachangingenvironment.Anorganizationneeds toprovideastablebasisformeetingitsshort-termobjectivesandtargets while at the same time providing a basis for transforming itself in the futuretorespondtochangesintheenvironment. Someorganizationsfailtorecognizetheneedtoallowforextraordinary managementandinsteadrelyonradicalchangesofCEOs,chiefexecutives, consultantsandotheroutsidechangeagentswhohavelittleunderstanding ofthenatureoftheproblemswithintheorganization.Thisiswherethe public relations consultant has to be particularly aware and cautious of the conflicting demands that may be put upon service provision. Many practitionersarguethattheydowhatthey’reasked,nomorenoless,within thebriefandthefee.Inthattheyareprofessionallypragmatic.However, thatapproachmaynotbeconducivetobeingconsciouslyawareofwhere aparticularserviceprovisionfitsintotheoverallschemeofthings.When monitoring and evaluating the wider environment, important elements are dependent on perception of how change in one area can impact on otherareasoroverall. 33
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Theimplicationsofordinarymanagementforpublicrelationsarefamiliarthroughrelationshipswithmajorstakeholders: Shareholders – the annual report is a regular calendar project. For mostshareholdersasymmetricalcommunicationofresultswilltend to apply, whereas with major institutional shareholders self-interest will dictate a degree of symmetrical communication, and a genuine desire to listen to their concerns will be essential and generally implemented. Customers–themarketingandsalesdepartmentswilltendtodominateinthisaspectofthepublicrelationsrolebut,increasingly,symmetrical communication is being recognized as essential to obtain competitive advantage through so-called relationship marketing. A long-term two-way relationship may be established with customers toallowforfeedbackintomarketingstrategy.GrantandSchlesinger (1995)developedtheconceptof‘valueexchange’inwhichacompany optimizes the relationship between the financial investment a company makes in particular customer relationships and the return thatcustomersgeneratebythespecificwaytheychoosetorespondto thecompany’soffering.Forthis,carefulattentiontothebehaviourof customersisessential. Employees–therulingcoalitionwithintheorganizationcanofcourse use a wide range of channels to communicate with employees to achieve the aim or harmony, fit or convergence to a particular configuration and to ensure that they share the same mental models or paradigms. Posters that repeat the published mission statement, memos,messagescontainedintheactionsofmanagementrelatingto disciplinesuggestionsandsoonallcontributetoanoverallstrategic process.
Implicationsofordinaryandextraordinary management The implications of extraordinary management for public relations are significant. The need for extraordinary management in order for the organizationtosurviveandflourishinanunstableenvironmenthasbeen emphasized,butcontroloftheextraordinaryprocesshastobeachieved by informal organization of its activities. As the formal organization exists to protect the paradigm, the status quo, managers who wish to changetheparadigmhavetooperatewithinaninformalorganizationin informalgroupswhichtheyorganizethemselves.Thesegroupscancope with uncertainty and ambiguity, anathema to the formal bureaucracy, andtapeachother’sperceptionsofwhatisgoingonintheorganization.
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AccordingtoStacey,thesegroupsareessentiallypoliticalinnature.People handleconflictingintereststhroughpersuasionandnegotiation,implicit bargaining of one person’s contribution or interests for another’s, and powerexertedbymeansofinfluenceratherthanauthority.Thisinformal systemhasbeenreferredtoas‘thenetworksystem’andoftenliesatthe heartofpublicrelationsexpertise.Thesecancoexistwithhierarchyand bureaucracy, but must be encouraged by the actions of the bureaucracy andsupportedbytopmanagement. When organizations manage successfully to combine ordinary with extraordinarymanagementtocreateaninnovativeculturewhilemaintainingstability,asoundpublicrelationsstrategyplaysacoreroleinsustaining thefirm’scorporatestrategy.Bothsupportcompetitiveadvantagewhile ensuringthecapabilitytowardoffhostilecompetition,pressuregroups andmedia. Theconceptofextraordinarymanagementmayleadtogroupswithin theorganizationattemptingtounderminethecontroloftheorganization and, ultimately, the ability of the organization to adapt requires that subversive activity takes place without control being lost. Decisions are not made by organizations as such, but rather by dominant coalitions within organizations, and these coalitions are not likely to be defined clearlyintheofficialorganizationchart.WhiteandDozier(1992)arguethat dominantcoalitionsstillneedinformationtohelpthemmakedecisions. This is frequently provided by ‘boundary spanners’, that is individuals within the organization who frequently interact with the organization’s environmentandrelayinformationtothedominantcoalition.
THECEOASCULTURALICON The strategic challenge for most organizations today is adapting their structures, processes and cultures to achieve sound relationships built on long-term mutual advantage through the integration of internal and externalcommunication.Theprinciplesandcommunicationprocessesof publicrelationscontributetoallculturalaspectsofanorganization,with theCEOasthefigureheadorculturalicon.Theybecomearepresentative andleaderoftheorganization’sculturebyhisorhermanagementstyle. Grunigetalwerereallydiscussingmanagementstylewhentheyadvocated symmetricalcommunicationasbestpracticeand,intoday’slanguage,the managementstylecanoftendrivethecorporatebrand.AsIndwrites: Acorporatebrandismorethanjusttheoutwardmanifestationofanorganization, its name, logo, visual presentation. Rather it is the core of values thatdefinesit…Communicationsmustbebasedonsubstance.Iftheyare not, inconsistency creeps in and confusion follows shortly thereafter… 35
Publicrelationsstrategy What defines the corporation in comparison with the brand is the degree of complexity. It is larger, more diverse and has several audiences that it mustinteractwith.Thecorporatebrandmustbeabletomeettheneedsof theoftencompetingclaimsofitsstakeholders.Toachievethatitmusthave clarityofvision,ofvaluesandofleadership.(1997p13)
Thecriticalroleofcommunicationinoperationalizingcorporatemission andtranslatingitintoreality,andtheimportanceofvisionintheachievement of corporate objectives, are based on perception as a measurable variable of reality. Strategic planning models relate to public relations planning through open systems theory and general management tools suchashardline(notnecessarilybottomline)value-addedconcepts.Many publicrelationsprofessionalswillarguethatthisisnotnew.Suchfactors have always existed as benchmarks for justifying their intangible but criticalcontribution.ThedifferencetodayisthatITcapabilityproducesa varietyofidentifiablefactorsthatcanbeseentobepartofanorganization’s intellectualcapital,ifnotessentialtoitssurvivalonoccasions. The public relations expert acts as specialist counsel to a corporate boardroomandhisorhertechnicalinputisfundamentaltomanagement in sourcing, analysing, assessing, managing and tracking information and translating that information for the benefit of the corporate whole. Through flexibility and change, organizations today have to be lifelong learningorganizations.Theymustencourageeffectivesymmetricalcommunicationtosuchanextentthatexternalaudiencessuchasmediaand dominant political coalitions can occasionally influence or even drive strategyfromtimetotimewithoutdestabilizingit.Anorganizationmakingpolicyinresponsetopubliccriticismalonemayprovetohaverevealed weakmanagementbasedonpoorstrategicplanning.
PERFORMANCEASSESSMENT Public relations strategy, like any other variable in corporate planning, must be able to identify measurable performance indicators. The eightfactor assessment shown in Figure 2.5 is a checklist, with each variable havingitsowntoolsandtechniquesintheshortandlonger-termoperating schedules. In monitoring and measuring performance, in-house or consultant public relations professionals act as boundary spanners by translating meaningfromandabouttheorganizationinrelationtotheenvironment. TheywillcounseltheCEOandtopmanagementabouttheorganization’s implicit assumptions. White and Dozier (1992) describe the case of a loggingcompanywhichmightviewtreesasacroptobeharvestedrather than a natural resource to be cherished. Indeed, the logging company’s 36
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Integrating knowledge, skill and understanding
Budgeting and value-added cost analysis
Measurement monitoring and evaluation methods Ethics and sustainability
An Assessment Framework
Total quality assurance and risk analysis
Auditing the range and coordination of activities
Communication structure and process
Establishing quantitative and qualitative benchmark performance criteria
Figure2.5 Performanceindicators Source:Oliver(1997,2004)
traditional world view is embedded in its language as, for example, whenitrefersto‘timberstrands’,atermimplyingthattreesarethereto beharvestedlike‘strands’ofcorn.Duringasymmetricalcommunication process, conflict between an organization and environmental pressure groupscanbeforestalledifpublicrelationsprofessionalsfulfiltheirrole as boundary spanners by ensuring that there is a two-way exchange of informationorperceptionbetweentheorganization,thegroupsinvolved andthewider,oftenmedia-ledenvironment. Inanotherexample,fromlocalgovernment,thedominantandruling left-wingcoalitionwithinaUKlocalauthoritymighthaveaworldview which saw the town for which they are responsible as consisting of needypeoplewithrightstosubsidyandsupport.Adifferent,sayrightwing, group might view the situation as one consisting of local council taxpayersbeingburdenedwithpaymentsandchallengemoneygoingto needypeoplewhomaybeexemptfrompayingcounciltax.Inthislatter 37
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case,thepublicrelationstaskwouldbetoincreaseawarenessandmodify theunidimensionalviewofthedominantcoalitionwhilesimultaneously communicatingtheneedsofthepoortotheratepayerswithinthecommunitywithoutlossofcoherence.
ASSESSINGFUTUREPERFORMANCE Thepublicrelationssearchforstrategicfactorsintheenvironmentcannot ignorethefuture,howeverdifficultitistoassess.Thereareinnumerable casesoforganizationsthatfailedtospotthechangesloomingaheadwhich eitherthreatenedthemorwhichprovidedopportunitiesfordevelopment thatwerethenlosttocompetitors. McMaster (1996) said that the past is a poor basis for predicting the future, an aim which is in any case not attainable. What organizations candoistoseetheirfuturebyexaminingthestructureandprocessofthe present. McMaster is stressing that, although it is impossible to predict futuredetail,thestructureofanyfutureisasetofrelationshipswithina complexsystemwhichisconstantlyadapting.Forexample,relationships with technology and other forces are always affecting the environment withinwhichtheorganizationoperates.Thechallengeofforesightisthe ‘vastspaceofpossibility’andMcMastercites3M’ssuccessinorganizingfor foresight.Newproductsformaveryhighpercentageofitsproductrange atanyonetime.Theseproductshavearisennotonlyfromindividualacts offoresightbutfromanorganizationaldesignandmanagementculture which continually encourages new product ideas. In other words, the organizationisitselfthesourceofinvention. Nevertheless,thestartingpointforthedevelopmentoffuturestrategy usuallyinvolvesasystematicanalysisoftheorganization’senvironment fromareviewofexternalfactors.PopularmodelsarebasedonPESTLE,the interactionbetweenfactorsinpolitics,economics,society,technology,law andecology.Suchmodelsarebeginningtoappearstatic,withatendency to drive out more positive visions of what the future might hold for a particularorganization,whenpeoplestarttothinkcreatively‘outsidethe box’throughthedriveandambitionofatransformationalleader.
TANGIBLEANDINTANGIBLEASSETS Inevitably, any vision of the future depends on resources. The strategic importanceofafocusonresourcesarisesbecause,ultimately,profitscan be seen as a return on the resources controlled and owned by the firm. However, resources are divided into tangible and intangible resources.
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Foreachofthese,thereareusuallykeyindicators,orawayofmeasuring their value. Public relations practitioners have often been caught in a mireofconfusioninanattemptatofferinghardmeasuresforintangible outcomes.Intangibleresources,whichusednottoappearonUKbalance sheets,aredifficulttovalueobjectively,evenwhenrecognizedasbeingof value,buttheUKnowsupportsthepublicrelationsindustrywithcurrent statutoryregulationswhichaddressthiskeyelementofworth.
REPUTATIONVSTHEOPERATINGAND FINANCIALREVIEW The mandatory reporting of non-financial performance for large companies is an important development in the publication of industrial and commercialannualreportsandaccountsandthereforereputation. Non-financial performance was largely perceived as an additional public relations exercise, but narrative reports on intangible assets as corecommunicationfactorsarenowrecognizedasimportanttotangible outcomes.TheCIPRframeworkshowninFigure2.6offersapracticalfivestageplanforpreparinganoperatingandfinancialreview(OFR)forthe annualreport. The value of a recognized brand name which is held in good esteem maybeunrecoverableoncelost.Sometimesvaluecanbeinferredwhen an acquisition takes place, the difference between the book valuation andthepurchasepricebeingdenotedconfusinglyasgoodwillarisingon acquisition. The CIPR definition of public relations as the planned and sustained effort to establish and ‘maintain goodwill’ and mutual understanding betweenanorganizationanditspublicsis,though,rarelyenough.Goodwill needs to be grounded and made concrete. It has to be measured and accountedforandthusweseetherecentriseinresearchandevaluationof corporateidentityimageandreputation.Brooking’s(1996)classification ofresourcesbreaksdownintellectualcapitalintomarketassets,humancentred assets, infrastructure assets and intellectual property assets. On theotherhand,Quinnetal(1996)seeprofessionalintellectasoperating on four levels of cognitive knowledge, advanced know-how, systems understanding and self-motivated creativity, which they regard as the highest level of intellect reflecting motivation and adaptability. Petrash (1996)describedtheapproachtointellectualcapitalmanagementadopted by the Dow Chemical Company by defining intellectual capital as a formula:
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Stage1 TaskForce Board Dutyofthedirectorsof qualifyingcompaniesisto produceanOFR:future plans,opportunities,risks andstrategies Keyrolefornon-executive directors EstablishaTaskForceto drivetheOFRinitiative TaskForce Composition,corporate communicationsand otherfunctionalheads, non-executivedirectors, otherswhointerfacewith stakeholders Workshoptogainbuy-inof TaskForcemembersand keycontribution OFRContentandProcess PlanofOFRprogramme andresponsibilities Corporatesuccessmodel (objectives,strategies,values etc.)asbenchmark
Stage2 StakeholderAudit TaskForce Evaluationofstakeholder communicationneeds –internalandexternal includingnon-shareholders. Prioritiseaudiences: Primary Secondary Shareholders Analysts Investors Media Employees Consumer organisations Suppliers Government/ NGOs Distributors Regulators Consumers Tradeunions Communities Potential customers Pressuregroups StakeholderAudit–scope: Research(existing/ commissioned) Focusgroups/questionnaires AnecdotalInformation Findingsand‘gaps’ Keyissues Riskassessment Reconcilestakeholder differences Results Betterunderstanding ofhowthecompanyis perceived: Awarenessandperceptions Reputationdrivers Relationships Strengthsandweaknesses Communicationeffectiveness: messages&methodsversus OFRcriteria Analysis Actionplan
Stage3 Benchmarking
Stage4 ReportingMethods
Stage5 SuccessMeasurement
TaskForce (plusoptionalexternalauditor) Comparisonofreporting practicewithOFRcriteria,with peercompaniesandagainst thecompany’sownsuccess model
TaskForce Revieweffectivenessof stakeholdercommunication andthemethodsemployed
TaskForce Implementation andmonitoring forcontinuous improvement
PerformanceagainstOFR criteria Compulsory Yes/No Statementofbusiness Reviewofperformance Prospectsandimpacts Material Managementstructure Shareholderreturns Employmentpolicies Environmentalpolicies CSRpolicies Performanceon employment, environmentandCSR Reputationandother matters
Review Howcouldmeansof deliveryandcontentbe improvedusingOFRcriteria andindustrybest-practice indices?
Rollingmonitor Regularstakeholder auditsproviderolling monitorofhow wellacompany communicatesthe ‘completepicture’ –financialandnonfinancial Publicationof performancemeasures andindicators improvescompatibility
Comparisonwithindustry indices(e.g.BiTCCorporate ResponsibilityIndex)andown successmodel. Environment,Workplace, Community,Marketplace Results (includingstakeholderaudit) StepsneededtomeetOFR criteriaandfront-end reportingbestpractice
Reportandaccounts Doesitreflecttheinformation needshighlightedinthe stakeholderaudit? Howdoesitcomparewith thebest? DoesitsatisfyOFRcriteria? Couldfront-endreporting beimprovedbydedicated sectioninthereportand accountsorbyseparate reports? Isthepotentialoftheweb beingfullyutilised? DoestheAGMneeda re-think? Isstakeholdercommunication ‘joined-up’throughformal andinformalreporting? Couldpublicrelationsplaya moreeffectiveoversightrole? Istheprocessindependently audited? Results Reassurancethat communicationsare stakeholder-drivenandareas forimprovementhighlighted
Results Greaterunderstanding amongstakeholders offinancialandnonfinancialfactors,their relationshipandhow theycontributeto corporatereputation Theingredientsof theOFR
DraftOFRtoBoard
Figure2.6 AnOFRmatrix Source:CIPR(2002) Key Stage1Setupacross-functionaltaskforcetoheaduptheinitiative,andcarryoutareviewofthecompany’s objectivesandstrategiestoprovidea‘successmodel’benchmark. Stage2Identifystakeholders,internalaswellasexternal.TheOFRwillbroadentheroleoftheannualreport and the range of stakeholders who will use it. Categorise audiences into primary and secondary. Conduct a stakholderaudittodiscoverwhataudiencesknowaboutthecompany,sourcesofinformationandnatureofthe relationship. Stage3Comparethecompany’scurrentreportingpracticeagainstOFRcriteria,usingagridtoidentifyinformation gaps,andagainstpeerorganisationsviaarangeofavailableindices. Stage4 Reviewreportingmethods and consider ‘refreshing’ reports, use of the web and format of the annual meeting. Stage5Usethestakeholderauditasarollingmonitoroftheeffectivenessofnon-financialreporting.Theresults ofthemethodsusedandoutcomesshouldbepublished.
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Intellectualcapital=Humancapital+Organizationalcapital+Customer capital At the Dow Chemical Company they have over 75 multifunctional intellectual asset management teams which meet to review the patent portfolio.Theseareledbyintellectualassetmanagerswhointurnreport to the intellectual management function. The whole is supported by an intellectual management centre which provides, for example, database support, career development of managers and sharing of best practice. Whatweareseeingthenisaresource-drivenapproachtostrategybased on the view that sustainable competitive advantage is derived from an identificationofthefirm’sexistingandfuturestrategiccapability.Thelongtermdynamicnatureofapublicrelationsstrategyisthatitisresponsiveto changesintheenvironment.Itrequiresidentificationofexistingandfuture communicationgapsbysoundprofessionalpublicrelationsintellects,so thatcapabilityisunderpinnedbycompetenceintheround.
STRATEGICALLIANCES Managingthepublicrelationsactivitysurroundingtheoutcomesofstrategicallianceshasbecomeanimportantfinancialoptionfororganizations. They involve relationships between organizations which fall short of mergerbutwhichmaygoasfarasmutualequitystakes,eachorganization owning a minority of shares in the other. On the other hand, they may involve no more than limited cooperation and consultation between otherwisebitterrivalsbuteitherway,thefinancialpresswilltakeaclose interest.Thesealliancesdonotjustinvolveverylargeorganizations.No organizationwhateveritssizecananylongerhopetoacquirealltheskills andcompetenciesnecessaryforoperatinginaglobalenvironmentandit mustthereforeattempttofillthegapsbyworkingwithothercompanies in partnership. The types of alliances that can arise are licences, joint ventures,franchising,privatelabelagreements,buyer/sellerarrangements or the forging of common standards and consortia.A prerequisite for a successfulallianceisthattheremustbeaclearpurposeandobjectivefor thearrangementandtheprocessmustbemanagedaccordingtoschedule andwithoutlossofcontrol.Theroleofthepublicrelationsstrategistwill betoensurethatmediacoveragedoesnotgivetheorganizationsinvolved lossofcontroloftheirowndestinies. Itwouldbeinterestingtoseehowlongthestrategicallianceapproach lasts.Forexample,therearealreadyclaimsthatJapanesecompaniesrarely commit their best scientists and engineers to projects sponsored by the MinistryofInternationalTradeandIndustry(MITI),whileIBMsetupa specialfacilityinJapanwhereFujitsucouldtestitsnewmainframesoftware 41
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beforeconsideringalicensingagreement.Thisprovidedsomeprotection against loss of technological know-how through an alliance. Brouthers (1995)haveasetofguidelinestobeconsidered,namelycomplementary skills, cooperative cultures, compatible goals and commensurate levels of risk – what they call the Four Cs of successful international strategic alliances, as shown in the multinational giant, Philips’ alliance network andcurrentjointventures(2006).
Figure2.7 OverviewofPhilipsstrategicalliances
Strategy in its classical sense is a competitive model which aims to enhancethevalueofanorganizationtoitsshareholders.Anorganization chooses between strategic options, which may include mergers and divestments. Public relations strategists may be involved in merger acquisitionstoincreaseshareholdervalue,mergeracquisitions’decisionmakingprocesses,post-mergerimplementationsandcorporatedivestment programmes. Once an organization becomes too unwieldy from a communication perspective, it will need to segment its image and identity. Philips has 10 key joint ventures and participations and has segmented themintothreekeyactivitysectors. Thetrendforsustainability,ifnotareversalofthemovementtowards growth,hasledtothebreak-upofsomecorporationswiththeintention ofreleasingshareholdervalue.Inaturbulentenvironment,organizations have to include in their range of strategic options a consideration of unexpected as well as planned research and development. This is often seen as a cost rather than an investment in the UK and, as with public relationsprogrammes,therearedisagreementsabouttheextenttowhich 42
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expenditureshouldbesubjectedtovigorouscost-benefitanalysis.Given theemphasisonproducingdownsizedcompaniesandoutsourcingmany essentialfunctions,includingpublicrelations,issuesaroundinnovation andthevirtualcompany,ChesboroughandTeece(1996)assert,areonthe increaseinmanycompanies.
CAMPAIGN:TAASA,USA Thiscampaignisanexampleofnot-for-profitpublicrelationsactivity requiringhighdegreesofpoliticalwill,sensitivityandappropriatetools andtechniquestoachieveitsstatewide,strategicaim. InApril2003,theTexasAssociationagainstSexualAssault(TAASA) initiatedastatewidepublicawarenesscampaignbaseduponthepowerful true-life sexual assault stories of six Texas women. The campaign wasafirstforthestateofTexasregardingtheissueofsexualassault, andincludedpaidaswellasdonatedtelevisionandradioadvertising, publicserviceprintadvertising,mediaoutreach,coalitionbuildingand grass roots efforts. The call to action was to encourage survivors of sexualassaulttocontactthetoll-freesexualassaulthotlineorvisitthe TAASA website to get more information on sexual assault, to know theyshould‘Speakup.Speakout’.
Challengevsopportunity EverytwominutesapersonisrapedinTexas.TwomillionTexans,or 13percentofthepopulation,havebeenvictimsofsexualassault.For everyreportofsexualassault,therearefourothersthatgounreported. Much confusion existed about what constitutes sexual assault, and morethanhalfofTexasresidentswerenotawareofsexualassaultservicesavailableintheircommunities. TAASAinitiatedastatewidepublicawarenesscampaignin2003to fosterunderstandingandcommunicationaboutsexualassaultandto liftthesocialstigmaassociatedwiththeissue.Researchhasbeenthe foundationandguideforallaspectsofthecampaign’sdevelopment. The ‘Speak Up. Speak Out’ campaign is the first time any state has undertaken public awareness efforts of this magnitude regarding sexualassault.
Research Weber Shandwick and KRC Research conducted a statewide survey andcoordinatedfocusgroupstotestTexans’trueattitudestosexual 43
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assault.Thissurveywasthemostcomprehensiveofitskindundertaken byastatetothatdateandrevealedthestartlingresultsdescribedabove. TAASAalsocommissionedasexualassaultprevalencestudyconducted bytheUniversityofTexasandTexasA&M.
Strategicplan Objectivesweredevelopedto createbroadawarenessoftheissueofsexualassaultthroughout thestateofTexas; increase understanding and knowledge of services available to preventassaultandsupportvictims; position TAASA as a leading advocate and voice on the issue of sexualassaultinTexas; develop a statewide public awareness campaign to educate the publiconsexualassault; institute a paid advertising campaign across Texas to control messagestothetargetaudience; provideTAASAexecutivestospeakaboutsexualassaultacrossthe state; educate policymakers and gain legislative support of TAASA’s agenda; conductanaggressivecommunitygrassrootscampaigndisseminatinginformationaboutcommunitysexualassaultservicestohospitals, schools and law enforcement agencies and maintain regular communication;and educateTexasuniversitystudentswithspecificcollegecampusact ivitiesrevolvingaroundsexualassault. Additionaltasksweresettoachievetheobjectives,including: printcoverageinTAASAkeymarkets; broadcastpublicityatkey2003events; securing print, broadcast and online interview/briefing opportunities; coordinatinglegislative-relatedmeetings; creatinganddisseminatinge-newsletterstokeyTAASAstakeholders andinformationaboutTAASAmemberagencies; securingparticipationinGreenRibbonWeek(GRW);and securingatleastonecorporateormediapartnerforTAASA.
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Operationalstrategy ThecampaignwasunveiledtothepublicatTAASA’sannualconference duringaFebruarypressconference.A‘PR101’courseforTAASAmember agencies was held to educate attendees on bringing the campaign totheircommunities.Coursekitsweremailedtoagencies,including copies of the PSAs and press kit materials for use locally. An 11-city mediatourforTAASAexecutivestosupportSexualAssaultAwareness Month(SAAM)inAprilwasscheduledandimplemented.PaidTVand radioadvertisingraninAprilandAugustandacollegenewspaperprint campaign and campus poster campaign were produced for August and September. Media relations assistance was provided to member agencies for April’s SAAM and GRW events and PSA placements (outside paid media buy) were secured on state television and radio stations to extend the reach of the campaign on TV and radio. The TAASAwebsitewasredesignedtoincludepublicawarenesscampaign materials for visitors accessing the site from advertising and public relationsefforts.Survivors’storiesandothernewshookswerepitched throughouttheyeartonational,localandregionalmediatopromote thecampaign,alongwithcoordinatedinterviews.Legislativeoutreach wasconductedinWashington,DCandAustininJanuaryandApril,and contactwasmaintainedwiththemviaphoneandthroughperson-topersonmeetingsthroughouttheyear.Ane-newsletterwasdesigned and distributed in March and August of 2003 to keep key publics informedaboutthepublicawarenesscampaignanditssuccess. VariousorganizationswerecontactedforparticipationinGRWand SAAM and campaign materials were distributed to universities and organizations across the state to increase knowledge of the issue, includingspeakingengagementsatTexascollegesinAutumn/Winter 2003;local-levelmediaoutreachwasmadefortheseengagementsto secureparticipationandsupportfromlocalmemberagenciesatcollege events.PresskitsinEnglishandSpanish,pressreleases,e-newsletters, brochuresandothercorematerialsweredevelopedandpresentations weregiventopotentialsponsorsforthecampaign.
Evaluationoutcomes
TherewasathreefoldincreaseinAprilandatwofoldincreasein August for hotline calls over those same months in 2002. Call volumedoubledfromMarchtoApril2003andincreasedalmost 30percentfromJulytoAugust2003. TAASA website traffic increased threefold at the ad campaign launchandincreased20percentfromJulytoAugust2003during
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the second airing of the campaign. Weekly traffic increased 105 percentfromJanuarytoApril2003. Severalrapecrisiscentresreportedthatsurvivorscameforwardto seekhelp,citingthepublicawarenesscampaignastheirreasonfor speakingout. TV advertising was placed in the four largest markets: Dallas, Houston,AustinandSanAntonio.Radioadvertisingwasplacedin 16additionalTexasmarkets. Morethan800freeTVspotsandnearly5,400radiospotsran. Over$1millionin-kinddonationshelpedtoextendthelifeofthe campaign. ClearChannelCommunicationsbecameamediapartnerbydonating outdoor advertising, additional online advertising and radio interviewtime. 118print,104broadcast,2wireand99onlineplacementswere securedforthecampaignreachingmorethan85millionpeople. Coverageincludedpublicationsthattargetedkeyaudiences,includingItsTeen.com,BellaOnline.com,Girlzone.com,Go-girl.com,Telemundo,UnivisionandNationalHispanicCorporateCouncil. NationalmediaplacementsincludedABC’s‘GoodMorningAmerica’, Lifetimemagazine,CNN,USNewsandWorldReport,andAssociatedPress. Significant print articles on the campaign were placed in major daily Texas newspapers including Houston Chronicle, Dallas MorningNews,SanAntonioExpress-NewsandAustinAmericanStatesman. Amediatourwasconductedin11Texasmarketstopublicizethe campaigninApril2003;itsecured12TV,34radio,23printand43 onlineplacements. Approximately 30 legislative briefings with ongoing communications with policymakers were secured via e-mail, phone and materialmailings. More than 3,000 pieces of TAASA literature were distributed to morethan20Texascollegesanduniversitiestoeducatestudents ontheissueofsexualassault. Astatewidetourofover17collegeanduniversitycampusesfeaturedsurvivorssharingtheirstorieswithstudents. MediarelationsassistancetolocalTAASAagenciesforSAAMwere provided (11 key markets and 20 rural communities) and GRW events(outreachto20;securedparticipationfrom7). Two e-newsletters were distributed to approximately 400 TAASA contactsincludingmemberagencies,boardmembers,mediaand supporters.
PR’splaceontheboard
REFLECTION Basedontheinformationprovided: i.
Do you think that different tools and techniques are required for charityPRvsbusinessPRandifso,byapplyingFigures2.5and2.8, discusswhattheyareandwhy? ii. WhoweretheboundaryspannersatTAASA? iii. By focusing on Figures 2.6 and 2.7 and given the sensitivity of the subjectmatter,whatprocesseshelpedtoincreasehotlineandwebsite traffic? iv. Was ordinary or extraordinary management of the PR campaign a contributoryfactorinits’success? v. WhatintangibleassetsarelikelytoaddvaluetoTAASA’smember agenciesandhowcouldtheybereportedastangibleoutcomes?
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3
Reputation management:a celebrity-driven society Thepublicrelationsprofessionoperatesinacelebrity-drivenworldwhere evenbusinessleadersaregroomedforpublicacceptabilityandpromoted asicons.Publicrelationspractitionersareoftenconfusedandbemusedby thelinksbetweencorporateimage,corporateidentityandreputation,but itisclearthattheaccumulationofempiricalresearchoncorporateimage formationhasledtothecorporateidentityliteratureoftoday. The following definitions are adapted from current English usage in CollinsEnglishDictionary: Celebrity Image
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Fameornotoriety. Amentalpictureorideaproducedfromimaginationorpersonalityandpresentedbythepublicto/ofaperson,groupor organizationbyothers.
Reputationmanagement
Astateofhavinguniqueidentifyingorindividualcharacteristicsbywhichapersonorthingrecognizesordefineshim/ her/itself. Reputation Notoriety or fame, especially for some specified positive or negative characteristic. Repute is the public estimation of a personorthingtobeasspecified,usuallypassive. Identity
CORPORATEIMAGE Imagehashadabadpressinpublicrelationsterms,yetimageconsultants continuetobeingreatdemand.Thereareanumberofreasonsforthis.The technologicalerahasmadepeopleeverywhereawareof,ifnoteducated about,therolesofgovernmentandbigbusinessinsociety.Organizations todayhavebecomesensitivetothefactthatcorporateimageoperatesin differentdimensionsfordifferentaudiences,toarriveascloseaspossible towhatBoorstin(1963)describesaspseudo-ideal,whichmustbesynthetic, believable,passive,vividandambiguous.Partofthebadpressmayliein thefactthatimagecanbeasabstractaconceptasBoorstinsuggestsand thereforelaysitselfopentosuspicion.Bernstein(1991)callsitavaporous conceptofimpreciselanguage,superficialthinkingandself-styledimage makers who contribute to the insubstantiality. However, Mackiewicz (1993)believesthatastrongcorporateimageisanessentialassetintoday’s era of borderless competition and argues, so what? However nebulous, imageisrealitybecausepeoplecanonlyreacttowhattheyexperienceand perceive.Rogers(1993)said,‘Idonotreacttosomeabstractrealitybutto myperceptionofthisreality.Itisthisperceptionwhichformeisreality.’ Thusthenatureofcorporateimageitself,howeverunpalatable,remains a growth area of public relations productivity which, in combination with a growing body of knowledge about stakeholder expectation and cultural diversity, remains a popular focus of interest. Even companies thatprefertoadoptalowprofileareassessingtheircorporateimageand its significance when studying their stakeholders’ perceptions of their companypolicies,proceduresandbehaviour.Otherwritersfindthatthe low profile most usually associated with such companies evokes words suchas‘avoidance’,‘uninvolved’,‘passive’,‘yielding’and‘notinfluential’, andcompaniesmayspendasmuchtimeandmoneyonmaintainingtheir lowprofileastheycouldmaintainingahigherone. Beliefsystemsplayapartinpeople’sattitudes.Unfavourablebeliefscan leadtoadropinsalesoraloweringofshareprice,whichcanbecorrected by public relations involvement. Many writers and practitioners argue that beliefs make up product and brand images and that people act on thoseimages.Thechecksandbalancesinanystrategiccampaignallowfor
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modification of organizational behaviour or public perception to adjust knowledge,feelingsorbeliefaccordingly.Writingduringthesameperiod, Eisersuggestedthatasituationinwhichthereisnocommunicationloop betweenindividuals’expressedattitudesandtheirbehaviourwillleadto a situation where stakeholders can only communicate their preferences throughactionsratherthanwords. Morecurrentstudiesshowthatimagedoesnotconsistofasinglereality heldbyindividuals,butthattheyholdaseriesoflinkedpicturesconsisting of many elements or objects which merge together and are interpreted throughlanguage.
IMAGEANDBRANDING Corporate image in the professional public relations sense goes back to the 1950s and the introduction of new commercial television stations. Marketingfirmsjumpedonthebandwagonofcreatingbrandimagewithout any systematic theoretical foundation, so that people like Newman (1956)reportedthat‘thebusinessfirmmayhavenobodytobekickedbut itdoeshaveacharacter’.Boulding(1956)said,‘therelationshipbetween corporate image and the behaviour of the consumers, saying that what theindividual,especiallyacelebrityontelevision,believedtobetrue,was trueforhim’. Whenadvertiserspickedupthenotionofimageasatoolforbranding productsaswellascorporateidentity,writersofthedaylikeMayer(1961) sawthebrandasavisiblestatussymbol.ThirtyyearslaterGorb(1992) was to argue that the business of corporate image design had become trivialized by too close association with external visual symbolism like logos.Herecognizedthatthedynamicsofimageliewithinthefirmitself and have as much to do with manners and interrelationships as with markets.Bernstein’s(1991)viewisthattheimagecanbebuiltintoaproduct, whereas it can at best only be adjusted for a company, whereas Macrae (1991) believes that a corporate brand can be translated into a missionofprideforstaffinthepursuitofexcellence,advancingcompany reputationamongstakeholders.Fromthisabrandedcorporateimagecan growintoreality. Withthederogatoryrepresentationofimageasbeingartificial,thework ofO’Sullivanetal(1994)wasseminalinthatitapproachedthesubjectof imageintermsofitsoriginalmeaningasbeingavisualrepresentationof reality,whichisimportantinunderstandingtheworldaroundus,whether employeeorshareholderofacompany. An interesting case in point is the British retail conglomerate, Marks & Spencer plc, whose corporate image design had hardly become what
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Gorbcalled‘trivialized’andwhosedynamicswithinthefirmhadmore todowithmannersandinterrelationshipsthanmarkets.Nevertheless,it currentlyhastoreworkitsexistingimageifitistoevolveandadapttomeet its corporate values while meeting the expectations of its stakeholders, especiallyitscustomerswhohavedesertedit. Mackiewicz’sdefinitionofcorporateimageas‘theperceivedsumofthe entireorganization,itsplansandobjectives’isveryrelevanttothiscase. By arguing that corporate image encompasses the company’s products, services,managementstyle,corporatecommunicationandactionsaround theworld,hecouldbedescribinganyorganizationincrisiswherethepositivesumoftheseperceptualcomponentsmustbere-evaluatedtogivethe companybackthemarketadvantagesitonceenjoyedortoincreasemarket shareandinvestorpopularity.Aneutralcorporateimagecandevelopover timetobecomewhatBoorstin(1963)woulddescribeassoimpartialthat itrepelsnobody.Indeed,Kotler(1988)suggeststhatcorporateimagecan behighlyspecificorhighlydiffusedandthatsomeorganizationsmaynot wantorneedaveryspecificimage.Someorganizationspreferadiffused imagesothatdifferentgroupscanprojecttheirneedsintotheorganization, andthishasclearlytakenplaceintheBritishpeople’spsyche.
CORPORATEIDENTITY Ifthereisaclearcorrelationbetweenbusinessandpolicyandcorporate imageintermsofcorporatestrategy,perhapsthefirstquestionthestrategistmustaskis,‘Whatbusinessarewenowin?’beforeaskingthequestion,‘Whatisouridentitytoourselvesandothers?’Ifanorganizationis unclear about its identity, then it will not be able to assess its image as perceivedbythedifferentstakeholders,norhowtheseperceptionsshould beprioritizedintermsofstrategicplanning,policyandpractice.Forany business strategy to be effective, it must be comprehended accurately bythetargetpublics,oratleastinthewaythatthecorporatevisionand missiondetermine.
VISUALIDENTITY WhatevertypeofleadertheCEOhappenstobe,heorsherepresentsthe cultural values of the organization and underpins the cultural web that emanatesfromhisorheroffice.Culturalwebsplayanimportantpartin understandingcorporateidentity;avisualidentitystepmodelmightlook somethinglikethatshowninTable3.1.
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Table3.1 Avisualidentitystepmodel Corporate identity
Objectives
Keyissue
Methodology
Situation analysis
Analysing corporate expression andcustomer impressions
Determining perceptionof thefirmsand competitors’ aestheticoutput
Corporate expressions/ customer impressions research
Designing Creatingdistinct Selecting Thestylesand theaesthetics impactive strategically themesinventory strategy aesthetic appropriatestyles impressions andthemes Buildingthe Implementing Organizingand collection thestrategywith managingthe ofdesign rulesofbalance implementation elements Aesthetics quality control
Monitoring, trackingand adjusting corporate aestheticsover time
Evaluationof prioroutputsin theframework andfine-tuning including updating
Theaesthetics balancesheet
Aestheticsimpact tracking
Corporate visual identity supports reputation through the interrelated dimensions of visibility, distinctiveness, authenticity, transparency and consistency,accordingtoresearchbyvandenBosch,deJongandElving (2005). They assert that visual identity supports reputation through ‘impressive design, effective application on a range of identity carriers andtheconditionofthesecarriers’(p115).
SEMIOTICS:LOGOSANDLIVERY Thestudyofsignsandsymbols,especiallytherelationsbetweenwritten orspokensignsandtheirreferentsinthephysicalworldortheworldof ideas, is of increasing importance in the global marketplace.Awareness and respect for cultural similarities, differences and the value people 52
Reputationmanagement
placeonlogosandlivery,isofpressingconcerntomarketeersandothers whoaimtoinfluencecustomersandotherstakeholdersoutsidethehome country.Inaworldofinformationoverload,competitionbetweenbrands atproductandcorporatelevelisfierce.Inmanyinstances,publicrelations budgets have had to prioritize rebranding by judicious and creative changeindesignandcolouroflogosandlivery,bothatproduct(micro) andorganizational(macro)levels. For the 2006 rebranding of Germany ‘Land of Ideas – Time to Make Friends’campaign,theSecondWorldWarimagesprovedhardtoshake off.Publicrelationsresearchshowedthatyoungpeoplenolongercarried someofthe60yearsoldburdensofguiltfeltbytheirparentsandgrandparentsandlovedthe‘YouareGermany’governmentadvertisingpromotion for the five World Cup matches at Leipzig stadium. It promoted a newDeutschlandwithmodernmusic,art,film,awomanfromtheEast asChancellorandaBritish-stylemulticulturalism(Channel4UKNews, 1April2006). In Germany, the research, monitoring and evaluation of image and identitywasacomplexinteractivepsychologicalandbehaviouralactivity. Messages must reach many different stakeholders on many different subjects while retaining a core image, even though those stakeholders’ expectationsaredifferent.InmakingwhatO’Sullivanetal(1994)calledthe ‘visualrepresentationofreality’,corporateimage,basedonclearidentity, mustbemadetangibleandquantifiable.Onlythenisitpossibletorealize competitiveadvantage.
SUBSTANCEVSSTYLE Attheorganizationallevel,Dowling(1993)suggestedthatinmeasuring corporateimageandcultureinternally,theeffectsofmasscommunication achieved through advertising and corporate identity programmes and changing customer perceptions of the company by employees must be taken into account. If change is desired, rigorous control is essential. If the wrong variables are changed or the sequence of change is wrong, the result can be costly failure. A company’s communication strategy triestocovereveryaspectofanorganizationthatitsstakeholdersareor shouldbeawareof.Stanley(1991)arguedthatnoorganizationcanfool its stakeholders with hype. Corporate communication is only effective if it conveys a message of strength and substance based on sound and acceptedcorporatevaluesandobjectives,bothinternallyandexternally, basedonbestpractice. Stuart (1999) believes that corporate identity models, by including variables of organizational culture, corporate strategy, corporate
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Measuring the internal PR practice position
Monitoring the external PR practice position Aligning PR practice with PR and corporate objectives
Prioritizing ‘best practice’ stakeholder relations Integrating communication practice outcomes
Developing longer and shorterterm practice plans
Figure3.1 PRoperationalstrategyprocess
communication and integrated communication, provide a more definitive model of a modern management process. In the era of global communications these corporate values have come to the fore. The internet hasmadedebatesonsocialresponsibilityandaccountabilityanewtypeof challengeforcorporateimagecampaigning.Ethicalissuescanarisefrom anypartofanorganization’sbusinessactivityandthusformpartofthe corebusinessoperation. Thereishardlyoneaspectofpublicrelationsorcorporatecommunication thatcanavoidaddressingcorporateidentity,whetherintermsoftheletter ofthelaworthespiritofsoundcorporatecitizenship.Itisincreasingly recognized that the value of ethics statements goes beyond the interest of employee stakeholder groups to embrace all other stakeholders, if not society as a whole, by adding value to an organization. Houlden (1988)recognizedthatbeingproactiveaboutthewaysocietyviewstheir companyisakeyskillformodern-dayorganizationalleadersifcorporate image is not to be damaged. Singer (1993) calls this ‘consequentialism’, meaningthatethicaljudgementgoesbeyondindividuallikesanddislikes toproducesocialmoresandnormswhichformthecoreofanycorporate valuesystem,nomatterwhereorhowacompanyoperates.
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REPUTATION Nowhere has the issue of measurement methods in practice been more debatedthanintheareaofUSmultinationalcompaniesandthereputations thattheyattract.ThereadersofthejournalFortuneareaskedtoratethe largestcompaniesintheirowncommercialsectoroneightkeyfactorsusing ascaleof0–10forqualityofmanagement;qualityofproductsorservices; financialsoundness;abilitytoattract,developandkeeptalentedpeople; use of corporate assets; value as long-term investment; innovativeness; communityandenvironmentalresponsibility. This particular technique, called the Fortune Corporate Reputation Index,alongwithothermeasuressuchastheUK’sFinancialTimes/PricewaterhouseCoopers seven-factor model of business performance, have beencriticizedbyVanRiel(1995).DrawingonthecriticismsofMaathuis (1993)andFryxellandWang(1994),hearguesthatalthoughthesesurveys are based on the opinions of so-called experts, ‘it is likely that different resultswouldbeobtainedwerethesamemeasurementinstrumentused by a different group’. Further, ‘as a consequence, reputation scores as evaluatedbytheFortunerespondentsrelatemoredirectlytoreputationas ameasureofaninvestment’. Van Riel fails to make a positive correlation between the concepts of image,identityandreputationinmeasurabletermsandevenappearsin placestousethewordsinterchangeably.However,hisworkonapplied image research and the various methods in frequent use, warns practitionersthatthequalityofresearchisdeterminednotonlybythemethods usedbutalsobythequalityofthequestionsformulated.Thedegreeof detail in the question determines the degree of possible refinement in the answer, he argues, and states that, ‘if a company requires further information about its reputation, then it must embark upon research in greaterdepth’.AtypicalapproachisdemonstratedinFigure3.2,produced byEchoResearch,globalspecialistsinreputationauditandanalysis. This inevitably has implications for the selection of consultants, who inthemainareseentobemoreobjectiveaboutassessingthereputation of an organization and therefore more usually given the research task. Ewing,CaruanaandLoy(1999)arguedthatresearchismorethoroughif theconsultingfirmhasnopriorconnectiontothecompanyandistotally unfamiliartotheclient.Insuchinstancestheclientislikelytogetmore people involved in the selection process. Also, consulting firms with international links are favoured not only by clients who have interests in overseas projects but also by those who actually participate in large domesticprojects.‘Firmsthathaveforeignpartnershipsarepreferredover thelocalonesbecausetheyaredeemedtohavetheinternationalexpertise toofferclientsbetterservicesinthelongrun’theyargue.Theirstudyalso
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CorporateReputationDrivers(AutomotiveManufacturers) byvolumeofPositivevsNegativecomment Financialperformance 25
CSR/ethics/governance Communityservice Ethicalinvestment Environmental responsibility Socialresponsibility Corporategovernance Transparency
Products
Results,Profits,Incentives Analystrecommendations Tradingstatements, Shareholdersentiment
Vision&Leadership Commentonmarketposition Strategy Industryleadership Innovation QualityofManagement
Innovation
HybridCans,AlternativeFuels Leadingmodels/brands FuelCellTechnology,Safety, BUYABILITY:Design, Design,Fuelefficiency Performance,Safety, Security,Price RELIABILITY:Reliable, Workplace/environment Servicing,Warantee Health&Safetyatwork,LaborRelations, LitigationvsCompany,Litigationvs Individuals,Minoritygroups,Training
Figure3.2 Corporatereputationdrivers
revealsthatreputationisnotameasureofriskandthat‘bothfactorsare separateconstructsaltogether’. Ewing et al found that if a company does not think or recognize that it has a problem, it will be suspicious of an outsider who tells it that it doeshaveaproblemandbecomemorecautiousofunsolicitedadvice.In today’sclimateofcorporateaccountability,noorganizationcanaffordto takesuchanarrogantorcomplacentviewofcommunicationnorfailto addressitsstrategicpublicrelationsimplications.
CAMPAIGN:STANDARDBANK,SOUTHAFRICA ThiswasaSouthAfricanstorytoldthroughacampaignwhichcaptured theheartsandmindsofstaffmembersandSouthAfricansduringthe nationalbuild-uptothecelebrationof10YearsofDemocracy.Standard Bankenabledtheemploymentofover800SouthAfricansandraised moralefortensofthousandsofpeople.Aspeoplerosetothechallenge, 56
Reputationmanagement
they set goals and targets amongst themselves through heightened awareness of the client’s brand, its sponsorship and corporate social investmentpractices.
Challengevsopportunity AsanintegralpartofSouthAfrica’sfabricforthepast141yearsand represented in 38 countries, Standard Bank has evolved into a wellknown and respected banking brand across the globe. Locally, the brandhadbeenvotedthenumberonefinancialservicesbrandinthe MarkinorBrandsandBrandingSurveyfortheprevioussevenyearsand alsofeaturedintheTop10MostAdmiredandTrustedSouthAfrican Brandsrankings. SouthAfrica’s10thanniversaryoffreedomfellin2004,andon14 Aprilitcelebrateditsthirdfreeandfairdemocraticelection.Inanticipationofthis,StandardBankbriefedtheMagnaCartagroupofcompaniestoconceptualizeandimplementanational,holisticmediaand publicrelationsstrategy.
Research Research information was largely drawn from AMPS and Adex to establish South Africa’s major banks’ positioning in the marketplace according to share of voice, media usage and activities, and target marketdemographics,mindsetsandinsights.
Strategicplan Thekeypublicrelationsprogrammeobjectiveswereto: launchthecampaigntomedia,publicandstaff; buildbrandequityandentrenchthebank’sleadershipposition; buildawarenessviaconsistentbrandmessagesandencouragement toparticipateinthepromotion; effectively amplify existing key events and strategies across the bank’smainsponsorships;and illustrateexamplesofwhatthebankwasdoing,aboutwhichthe SouthAfricanpublic(andstaff)shouldfeelproudandoptimistic.
Evaluation Someofthefindingsshowedthat:
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therewasa65percentmaleskewofmarriedmenwithchildren buttherewasnodistinctracialskew; averagehouseholdincomewasR10,672withapersonalincome averageofR6,662; theaverageageoftheprimarytargetmarketwas30,and35inthe secondarymarket; 40percenttookaninterestincricket,34percentinrugbyand40 percentinsoccer; 37 per cent had access to the internet, primarily to be informed fore-mail,andwerefairlywellbanked,with75percenthavinga savingsaccount,30percenthavingachequeaccount,23percent havingcreditcardsand69percentaccessingtheiraccountsviaan ATM. Theprimarycampaignmessagewas:‘StandardBankisSouthAfrica’s biggest supporter. We are proud and optimistic about the future of thiscountryanditspeople,andwillcontinuetoinvestinthefurther development and sustainability of South Africa, and this is why’. A secondarycampaignmessagewasthatsupportersshould‘Purchasea braceletandwearitasasymbolofyourprideandoptimismforthe future.Theproceedsfromthesaleofallbeadedbraceletswillgoto StandardBankfordistributiontoworthyorganizations.’
Operationalstrategy The campaign was launched in mid-January and culminated on 27 April 2004, South Africa’s Freedom Day. Standard Bank promoted its substantial corporate social investments to demonstrate what the organizationhaddoneandcontinuedtodo,tomakeSouthAfricaa betterplace.Italsoprovidedaplatformformembersofthepublicand stafffromallwalksoflifetoexpresstheirpersonaloptimismandpride byhelpingtomakeadifferencetothefutureofthecountry. An emotive television commercial, ending in the line ‘44 million people.Onenation.Onetrulycommittedbank’,wascreatedtoshow thatwhilethereweremanyculturesandtraditionslivingsidebyside, there was much more than a shared history holding South Africans together than keeping them apart. TV execution was supported by cinema,outdoor,printandradio. Thesamethemewascarriedthroughthewholeofthepublicrelationscampaign.EmphasiswasplacedonshowcasingStandardBank’s ongoingsponsorshipofsport(predominantlycricket),jazzandthearts, as well as the bank’s investments in educational initiatives. A single, innovativemediumwaschosentodrivehomethemessage–namely
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bluebeadedbraceletsdesignedforindividualstowearassymbolsof theirprideinSouthAfricaandoptimismforitsfuture. Alocalindependentcompanywascommissionedtohand-makeover amillionbracelets,creatingemploymentforover800previouslyunemployedandunskilledpeopleintheprocess.Thebraceletcontractwas thelargestorderofitskindeverplacedinthecountry.Demonstrating theenormityoftheproject,therawmaterialrequirementstofulfilthe contractwereequallylarge.Ittookninedaystoairfreightthefivetons ofbeadsneededfromChinatoSouthAfricaandsome35kilometres ofelastic,weighinginatoneton,wereused. Staffmembersandthegeneralpublicwereencouragedtopurchase braceletsforaminimumdonationofonlyR2eachfromanumberof sitesacrossthecountry,includingthebank’snationalbranchnetwork, at interactive exhibition stands created for use at the five One Day International cricket matches against the West Indies, at 12 national shopping centres, at selected jazz events, and at the Standard Bank Gallery. Alltheproceedsrealizedthroughthesaleofthebraceletsweretobe giventotheMathematicsCentreforProfessionalTeachers,anational organization dedicated to developing South Africa’s disadvantaged youth.Since1996,StandardBankhadcontributedR679,500towards theMathsCentre’seducationaldevelopmentgrants.Itwasarranged forgroupsof50underprivilegedschoolchildrenfromruralcommunities to attend their very first high-profile cricket match as guests of the bank.ChosenfromschoolsselectedbytheCricketLegacyProject,the children were treated to a full day of excitement at the five regional one-dayinternationalgamesagainsttheWestIndies. Importantly, ownership of the campaign was driven through an internal drive targeting Standard Bank’s 36,000 employees. Information regarding the entire campaign was communicated using the bank’s internal satellite television channel, corporate journal, back officeposters,banners,etc.Everystaffmemberwasencouragedand challengedtopurchasebraceletsandtopromotetheconceptamong customers,clients,friendsandfamily.AllstaffenjoyedatypicalSouth AfricanFreedomDaycelebrationpartypriortothepublicholiday.
Evaluationoutcomes The campaign raised positive national and regional media coverage (print,broadcast,electronicpublicrelations)tothevalueofR500,000+ andraisedfundstotallingR1,362,340.80.SharanjeetShan,Executive DirectoroftheMathsCentre,said:
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Publicrelationsstrategy Literallytensofthousandsofchildrenaretobenefitfromthedonation. Lessthan2percentofblackSouthAfricanstudentsreceiveahighergrade in mathematics. Without materials, complex abstract concepts cannot beinternalizedandconcretizedinthemind.ThankstoStandardBank andSouthAfrica,much-neededmaterialsandtrainingtoschoolswillbe suppliedandmathematicslearninginourcountryissettoimprove.
REFLECTION Basedontheinformationprovided: i.
Explainthecampaign’slinksbetweenimageandidentityinraising themoraleoftensofthousandsofSouthAfricanpeople. ii. Discussthedifferencesandsimilaritiesbetweencorporatebranding andproductbranding. iii. Inwhatwaysdidcorporatevisualidentitysupportthereputationof theBank. iv. Whatroledidsemioticsplayinthecampaign’ssuccess? v. How did the Bank’s campaignoperational strategy improve its own business performance while contributing tolonger termsocial investment?
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4
Internal communication andPR:employees asambassadors The flexibility required of workers, whether management or otherwise, has brought about a resurgence in the recognition of the central role of employeerelationsbasedonsymmetricalcommunicationforaparticipativemanagementcultureessentialtoademocraticorganization.
MAYHEMVSMORALE The best 21st century ‘learning organizations’ value and capture the intellectualandimaginativeresourcesoftenlyingdormantintheirworkforces.FewHRmodelsmovefromrhetoricorideologytotherealityof today’s competitive workplace without the intervention of expert communicators.Earlierinthebook,itwaspointedouthownecessaryitisfor anorganizationtoaskitselfwhatbusinessitisin,soastoarticulateits missionasabasisforstrategicplanning. 61
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In-house public relations specialists need to ensure that they have enoughauthorityandinfluencetoensurethatstrategicplansandpolicies workthroughfromtheCEOtoindividualsatalllevelsoftheorganization. The public relations director, working alongside the CEO and being fully conversant with the organization’s culture and value system, is able to identify any changes required to that system for the mission to be achieved. Having sight of the strategic plan, the public relations teamassessestheimplicationsoftheplanforpublicrelationsstructure, processandresources.Anappraisalofthetoolsandtechniquesrequired to motivate staff, retain key skills and ensure competency for enhanced productivity, performance and commitment through IT, newsletters, reward,skilfullytargetedmessagesandothertechniques,isanormalpart ofsuchassessment.
PRIVACYANDCONFIDENTIALITY TheprincipalstrategicHRtheories,models,plansandpoliciesarecomplementarytothoseofpublicrelations.Theyoftenrequireseniorpublic relationsmanagerstoworkcloselywithseniorHRmanagers,especially in areas such as employee relations, collective bargaining disputes and otherlegalaffairs.Forexample,inEuropetheindividualhasabasicright tocontrolpersonalinformationabouthimorherselfunder‘rights’based EU legislation, but this does not necessarily resolve conflicts between individuals.Theright‘tohave’isnottheright‘todemand’,andindividual rightscanbeoverriddenbypublicinterest(UKDataProtectionAct,1998, Schedule2and3).Otheraspectsofthislegislationincludeconfidentiality, a duty not to disclose personal information and duties in processing personaldata,namelythecollection,useanddisclosureofpersonaldata. With the increase in virtual organizations and the imperative to link employeesindistantpartsofaglobalorganization,theneedtocontrolfrom thecentrerequiressensitiveandexperthandlingifitisnottocorruptthe valuesuponwhichmostorganizationsintheWestrely.Inculturalterms, thecorporatecommunicationsystembecomespartofthecorecorporate businessstrategybindingtheorganizationtogether.Qualityofrelations betweenHRandpublicrelationsdepartmentsinsuchmattersisclearly ofstrategicandoperationalsignificanceintheauditingoforganizational performance,bothinternallyandexternally.
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COMMUNICATIONASACORECOMPETENCY Itisinterestingtoseehowfewacademictextsonhumanresourcestrategy include communication as a key board-level competency. Strategic HR planning,policymakingandpracticetendtobediscussedinrelationto recruitmentandselection,performanceappraisal,assessmentcompensation,traininganddevelopment,successionandcareerprofiling,jobdesign and evaluation. These are cited as being essential support activities for operationalizingcorporatestrategy,butHRfrequentlyfailstoidentifythe contribution of communication for the analytical resources necessary to copewithleadershipandthedemandsofconstantchange.Anexperienced publicrelationspractitionercouldarguethatthisiswhysomanylargescalechangeprogrammesfail,includingbusinessprocessre-engineering andtotalqualitymanagementprogrammes.Theroleofpublicrelationsin helpingorganizationstochangeandtosustainnewbehavioursisnearly alwaysunderestimated. Many key competencies for integrated human resource management strategyparallelkeyareasinpublicrelationssuchas: specialists from both areas need to share sound leadership through theapplicationofaclearorganizationalmission; competentmanagingofpeople,skills,abilitiesandknowledgethrough thegatheringofintellectualcapital; monitoring and measuring information to ensure that work groups identifywithand‘own’theinformationbestsuitedtotheirfunction andaccomplishmentofthemission;and maintenanceofaculturethatcontributestoanopensysteminwhich people feel they are able to say what they feel if it is in the best interests of their responsibilities and can offer potential for growth anddevelopment. Humanresourcesandpublicrelationstogetheroilthewheelsofsuccessful changeprogrammes.
COMMUNICATINGCHANGE Large-scale change internal communication programmes must address short-term critical issues which in turn must be faced and understood by all managers. At the same time, global and long-term business communicationprogrammes,publishedasdocuments,mustdemonstrate sensitivitytotheneedsofindividuals.Changeprogrammesmustcreatea realisticviewofwhatcanbeachievedandnotrelytooheavilyonraising
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expectations. They must offer opportunity for behavioural learning rather than representational learning; that is, change what people do ratherthanawarenessalonethroughtheuseofnewwordsandlanguage. Thetensionbetweenwhatpeoplesayandwhatpeopledoisastandard evaluationmeasure.Therehastobedevolvedaccountabilityofmanagers at the sharp end to avoid top-heavy and exclusive project teams who drive programmes without consultation and often with inadequate research.Changeprogrammesmustbeopentochangingenvironmental pressures and priorities and take into account sensitivities that emerge fromshort-termpragmatistsandlong-termcynicswhorefusetoengage emotionally. A 2006 dispute between London’s underground tube train workers andmanagementreflectsaformer1994signalworkers’disputeinBritish Rail.CrossmanandMcIlwee(1995)identifiedninekeymotivatingforces at such times, in which public relations clearly plays an important role. Theseare: 1. 2. 3. 4. 5. 6.
politicalforces; economicforces; culturalforces; missionandstrategy; organizationstructure; how human resources are managed in terms of flexibility, quality, commitmentandstrategicintegration; 7. stakeholders’interests; 8. communityrelations; 9. unionrelations. Much analysis in the human resource literature about the case fails to incorporate public relations criteria and so rarely offers resolution incorporatingjointmetrication.
CHANGEDEVELOPMENTPLANS Allinternalcommunicationreliesonbasicprinciplesofpublicrelations, which include clearly defined stakeholders’ groups, both formal and informal, plus appropriate channels for information delivery (one-way) andsymmetricalcommunication(two-way).However,giventhatchange isapermanentscenarioinmanyorganizations,communicationmanagers need all the public relations skills at their disposal to ensure that staff contributetodecisionmaking,ownershipoftheoutcomesandsubsequent supportiveactionforanychangedevelopmentplan.
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Thismeansastutemonitoringofstructureandprocess,ongoingtraining and development, and comparative tracking of stress, absenteeism and turnover. Internal communication is sometimes subjugated, as low priority, to human resources departments to the detriment of the staff and organizationasawhole.Employeecommunicationstrategyisaspecialist area within the overall function of public relations, responsible and accountabletothemainboard.Atcriticalphasesinthechangeprocess, thepublicrelations/communicationdirectorwillneedtoputtogetheran actionplanonthelinesoftheexampleshowninFigure4.1.
FAIRNESSVSFLEXIBILITY One of the first of eight data protection principles defines ‘fairness’ as collecting data only when provided. Data subjects should know who controlsthedata,whatdatawillbecollected,whowillhaveaccesstoit, andforwhatpurposesitisbeingcollected.Itmustbecollectedlawfully, whichmeanscomplyingwithcommonlawdutiesofconfidentialityand complyingwiththeHumanRightsAct1998,inwhichArticle8requiresthe ‘right’torespectforprivateandfamilylife,homeandcorrespondence. Perhaps the most familiar name to public relations specialists is Atkinson’s 1984 ‘flexible firm’ model. This UK model proposed that
Feedbackloops Phases Actions
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�� Form a strategic communication team (ST) �� Assess and audit current communication �� Measure against best practices �� Conduct interviews and attitude surveys �� Develop change communication plan
�� Develop and test preliminary messages �� Launch cascading vision, strategy, job redefinition workshops �� Develop continuous communication plan
�� Continue change communication/job redefinition workshops until all employees reached �� Measure results �� Establish ongoing feedback processes �� Build link to strategic business plan
1st month
2nd -- 3rd month
3rd month -- until all employees reached
Figure4.1 Three-phasecommunicationchangestrategy Source:AdaptedfromBarrett(2004)inOliver(2004) 65
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employers seek an optimal balance between functional, numerical and financialformsofflexibilitybysegmentingthelabourforceintocoreand peripheral groups. The corporate message must be consistent but may havetobetransmittedindifferentwaystothesedifferentgroups,whether theyareperformingin-houseorasoutsourcedlabour,suchasassociates orconsultants. Although the concept of permanent change took root fairly readily with writers such as Rosabeth Moss-Kanter, Barry Stein and Todd Jick, the proliferation of models that followed has sometimes assumed that allorganizationsarebeingaffectedbychangetothesamedegreeandin the same way because, among other things, of new technology. This is patentlynotthecase,butclearlythelargertheorganization,thelargerthe changeneededtoaltercharacterandperformance,givenorganizational anddecisionmakingcomplexity. A symbolic approach to decision making sees change as a process of developing myths, metaphors, rituals and ceremonies to cope with the uncertainty and ambiguity that planning and control measures cannot cope with. It is important that the public relations planner is aware of whichapproachdrivesdecisionmakinginhisorherorganizationifheor sheistoarticulateappropriatelythemeaningsinthemessagesbeingput across.Whicheveristhedominantforce,communicationistheessential leverage and link for any decision making, given that employees and managerswillhaveparticipatedinthedecision-makingprocesstoensure thechangeis‘owned’andcanthusbesuccessfullyoperationalized. Another key area familiar to public relations consultants will be the conceptof‘commitment’,basedonattitude,behaviourandexchange,as a means of achieving flexibility and change. Exchange theory is seeing revitalized interest because it focuses on concepts of loyalty arising from mutual understanding and benefit. Organizations that demanded totalcommitment,oftenattheexpenseofwork-lifebalance,familyand social stability, have come under fire in the recent past and employers arenowbeginningtorealizethattherehastobebeneficialexchangeof onesortoranother,materialorotherwise,betweenbothparties.Unlike economicexchange,socialexchangeinvolvesunspecifiedobligations,the fulfilmentofwhichdependsontrust,becauseitcannotbeenforcedinthe absenceofabindingcontract.Someorganizationshavethereforeformally introducedtheconceptofthepsychologicalcontractaspartofappraisal, whereby transactional contracts are linked to economic exchange but relationalobligationsorrelationalcontractsarelinkedtosocialexchange. Thepublicrelationsvalue-addedcomponentismeasuredbytechniques which include levels of morale, performance and productivity, as well astraditionalcommunicationauditsandsuggestionschemes,employee rewardsandrecognitionthroughawardsgainedbymeetingsalestargets andotherobjectives. 66
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The organizational development movement of the 1970s focused on organizationalchangethroughtheneedtointegratesystemsandgroups, including shared problem solving, which demanded higher levels of qualityandleadership.The1990sversionoforganizationaldevelopment isaboutthedynamiclinksbetweenbusinessdecisions,externalforcesand organizationalconsequences.Itishere,intheconceptofchangeandthe lifelong learning organization, that public relations expertise is proving criticalandhigh-profileoncemoreinthe21stcentury. Along with HR practitioners, public relations practitioners must promiseorofferawayoflinkingthemicroactivitiesofindividualsand groups to the macro issue of corporate objectives. So how and where do individual communication performance indicators link to strategic management?Therearethreeprincipalpublicrelationsprocesseswhich involvecommunicationexpertiseandorganizationalbehaviour: qualityassurancethroughcommunicationaudits; expediting core values as manifested by the mission and ethics statements;and managing new and more democratic systems of worker control through strong leadership and transparent consultation based on soundcommunicationprocesses.
COMMUNICATIONASTEAMEFFORT Strategic internal communication, as part of an overall public relations strategy, is a dynamic operational process linked to the business plan throughsomeorallofthefollowingprofessionalactivities.Theseshould becarriedoutinconjunctionwithcorehumanresourceactivities,probably inthefollowingorder,andprioritizedaccordingtocircumstances: Establishandtargetformalandinformalinternalgroups. Plananintegratedcommunicationprogramme. Communicate effectively by word and deed through line management. Managestrategicallyaroundsize,geographyandinternationalissues athomeandoverseas. Assessthecompetitiveenvironment. Makeeveryemployeeaccountablethroughunderstandingofpublic relationsandcommunicationknow-how. Decidethevalueandfunctionofallpublications. Establish fair and just employee communication channels, from inductiontoretirementorredundancy.
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Organizeefficientmonitoringandmanagementofnoticeboardsand electronicmessaging. Maintainsuggestionschemesthrougharewardingopen-communicationculture. Incorporate crisis management techniques into headquarters record systems,computernetworksandcommonsenseface-to-facebriefings. Strengthen corporate identity and reputation by providing internal andexternalinformation. Clarifytherelationshipandboundariesbetweenexternalandinternal communication,thedualroleandthecapacityofthoseresponsibleto handlethedelicatebalance. Explainpolicyrulesandregulationsandbeabletotalktopeopleatall levels. Monitorattitudethroughcommunicationaudits. Evaluatecorporatevisionregularlywithshort-termaims. Itisoutsidetheremitofthisbooktoexplainthebasicconceptsofinterpersonalandgroupcommunicationbasedonthepsychologyofperception andexchangeofmeaning.Sufficetosaythatinternalcommunicationas a core function of corporate strategy is no longer a simple question of efficientbottom-uportop-downcommunicationvialinemanagement.It triestoinvolveasmanypeopleaspossibleinacommonpurpose.Intranet systemshelptomakethispossible. Astrongandinfluentialcommunicationdirector,backedbyacompetent team,isthecommunicationconduitforeffectivelyfacilitatingsymmetrical messagingtoaCEOandmainboardforplanningpurposes.Thedirector does this by managing barometers, collating and analysing intellectual capitalthatfeedscriticallyintoorganizationaldecisionmaking.Someofthe difficultiesformanagersinattemptingcoordinationandcommunication betweenmanyfunctionalgroups,unitsordepartmentsarethattheyhave theirownprofessionaltiestoexpertiseandstandardsthatmayormaynot paralleltheobjectivesofthecorporatemission.In-housepublicrelations practitioners provide a forum for airing barriers to communication and providetheexpertiseinturningpotentialfunctionalproblemsintopositive contributionstothecommunicationprogramme,whichisfundamentalto anorganization’scorporatestrategy.
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CAMPAIGN:EDELMANPUBLICRELATIONS WORLDWIDE,USA Inpursuitofincreasingitslevelofqualityclientservice,Edelmanseta boldgoaltobenumberoneforqualityreputationinthecommunication industryby2007.With1,900employees,hundredsofclientsand39 offices worldwide, the firm faced the challenge of evolving its client serviceprogrammeacrossgeographicalboundariesandcultures.Management turned to staff and they worked together to implement ‘RUQ?’, a commitment to exceed clients’ expectations every day. By late 2003, Harris/Impulse Research reported that Edelman’s quality reputationamongnon-clientsintheUShadclimbedtonumberthree fromnumberninein2001,a10percentincrease.
Challengevsopportunity TheyearHarris/ImpulseResearchrankedthefirmnumbernineinquality reputation,thepublicrelationsindustrywasgoingthrougharecession withcutbacksatallfirms.Edelmanmadeatoughdecisionwhenothers were watching the bottom line. It dedicated staff and revenue to focusonqualityclientservice.Keytotheinitiative’ssuccesswouldbe Edelmanemployees,clientinvolvement,andaresearch/evaluationtool, its‘E2ClientSatisfactionSystem’.
Research Researchwasconductedtoidentifythechallengesfacedandtodeterminetherightapproaches: A2001surveywouldidentifyclientsatisfactiondriversbylookingat chemistry,clientservice,qualityoftheaccountteam,management andoverallqualityofwork. Keydriverstochoosinganewagencywouldfocusonqualityexecution,strategiccounselcapabilities,qualityofclientservice,creativity andcost. Aspecialistresearchfirmwouldprovideanhistoricalframeworkand matrix to study customer focus philosophies and the recognition thatqualityresponsibilityissharedbyallemployees. A2002Edelmanemployeesurveywouldaimtouncoverchallenges todeliveringqualityclientservicebymakingqualityeveryone’sjob, communicating a global quality vision to staff, ensuring senior management involvement, improving the training programme, dedicatingstafftotheprogrammeandinvolvingclients. 69
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EvaluationoftheE2qualityprogrammewasexpectedtoindicatethat regularly scheduled client assessments were not being completed, theinterviewformwasn’tuser-friendly,noonewasdedicatedto monitoring/enhancingqualityandfindingsweren’troutinelyused tobetterthefirm’soperationalproceduresorinHRappraisalsto increaseemployeecompetency. A test of the firm’s quality E2 assessment form identified finetuning,multiculturalneeds.
Strategicplan Quality was the firm’s number one business goal using the research findings and involving all levels of the firm’s employees to develop, evolveandimplementitsclientserviceprogramme.Entitled‘RUQ?’,the initiativeusedthealphabettocreatehighconceptsymbolsforthetarget audience.Edelmanstaffwereaskedto‘exceedtheirclients’expectationseveryday’.Staffwouldbesupportedbypolicyandprocedures, professionaldevelopment,andanE2clientassessmenttool,ongoing bestpracticecommunicationsincludingQupdates,newslettersanda Qwebsite. Theobjectivesweretoincreasetherelevanceandeffectivenessofthe firm’sclientserviceprogramme,enhanceEdelman’squalityreputation amongclientsandnon-clients,andbenumberoneinqualityreputation incommunicationsby2007asjudgedbyindustrysurveys. ThusthestrategicplanwouldaimtoevolveE2(thefirm’soriginalclient serviceprogramme),communicatethemutualbenefitsofqualityclient servicetoemployees,involvealllevelsofemployeesintheprogramme’s process,andseekclientfeedbackonthefirm’sperformance.
Operationalstrategy PhaseI:totakeE2tothenextlevel Quality,definedbyEdelmanqualitypledgetoclients,wasplaced onstaff’sdesks. TheEdelmanpolicyandproceduresmanualwasrevised.Principles and policies in each of the firm’s core business processes were outlined to ensure effective execution in employees’ daily work. Supporttoolswerecreatedtoassiststaffwithpolicyimplementation. Professionaldevelopmentwasprovided(andmandatory)inclient service,peopledevelopment,financialplanningandmanagement, business development and leadership. Job descriptions were updatedfocusingemployeesontheirresponsibilities.
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AnonlineE2clientsatisfactionquestionnaire,triggeredbythefirm’s client database, was devised. Closed and open-ended questions related to key client satisfaction drivers. When reviews were returned,theCQOcouldmonitortheinformationtoenhancethe firm’sprocesses/systems,helpraisethebaronclientteams’work, enableclientrelationshipmanagerstoknow24/7/365howclient teamsweredeliveringanywhereintheworld,andusethefindings inemployees’HRperformanceandappraisals. Anemployeequalityrecognitionprogrammewascreatedtoinspire anddemonstratebestpractices. AnintranetQsitewasdesignedtoshowcasethefirm’sbestpracticesandcreateaQexchangeforstaff. More than 40 account and senior management executives were named Q Champions and dedicated time to deploy, implement andlocalizeRUQ?throughcommunicationsandmeetings. PhaseII:tointroduce,implementandmonitorRUQ? 7January2003:QDayintroducedemployeestothequalityprogramme/elements. The systematic release of E2 reviews began. CQOmonitoringfollowedwithpersonalmemossenttoeachteam upon the review’s return. Training and the policy and procedure manualwererolledout. QUpdatememos,teasercampaigns,newsletters,etcregularlyeducatedemployeesonbestpractices.Qchampions/GMsledmonthly/ quarterlyRUQ?meetingsinofficestoevaluatelocalQprogress. Cumulative E2 reports on a global, regional, office-by-office and practicebasiswerefiledwithmanagers.Qualitychallengeswere addressedwithspecialtrainingandsuccesseswerepraised. When E2 reviews indicated clients wanted more emphasis on researchandROI,theQ‘MeasurementattheCenter’programme with specific tools and training was created and launched in September2003. TheE2systemwasupdatedtocapturemoredata. EmployeeswererecognizedwithQAwards,inspecialQmemos,in HRperformanceappraisals.
Evaluationoutcomes Thefirm’sclientserviceprogrammeprovedrelevantandeffective.More than 450 E2 client reviews were returned in 2003/4, an increase of almost500percentcomparedto2001/2.BetweenJanuary2003and December2003,Edelmanemployeesreceivedan8.16globalQrating fromclientsontheirE2clientassessmentforms–surpassingthe2003
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goalof7.BetweenJanuary2004and15April2004,theQratinghad risento8.27. RUQ?helpedteamsserveclientsbetterandboostedteammorale.A globaltechcompanywassoimpressedwiththeteam’simprovement, hethrewthemaparty;amultinationalhealthclientincreasedthefee by25percentafterworkingoutthechallengesheandhisteamfaced; a local retailer, new to public relations, now knows how to assess the team; a consulting firm asked its team to counsel it on vendor assessment. Reputationamongclientsandnon-clientsalsoimprovedtothepoint where,duringtherecessionof2003,Edelmanrevenuesremainedflat, outperformingmostotherfirms.Revenuesincreasedamongitstop40 clientsby7percentand93percentofthesetop40clientsparticipated inE2reviews.Follow-upE2reviewswiththesameclientsindicatedthat inlessthanayear,teamswereincreasingtheiroverallQratingsand improvinginareaswhereclientshadchallengedthem.Edelmanwas chosen Public Relations Agency of the Year in 2003 by The Holmes Group, which cited the firm’s quality programme in announcing the award. At the time this book went to press the company appeared to be ahead of schedule. The 2003 Harris/Impulse survey rated the firm number3outof40majorUSpublicrelationsfirmsinqualityreputation amongnon-clientscomparedwithnumber9in2001.Thus,asjudged by industry, Edelman looks to be on target to achieve number 1 for qualityreputationinthecommunicationindustryby2007.
REFLECTION Basedontheinformationprovided: i. Could Edelman be described as a learning organization and if so why? ii. Howdoesthetheoreticalthree-phasechangestrategydescribedinthe chapter,comparewiththeapproachtakenbyEdelman? iii. Shouldcommunicationwithemployeesbetheresponsibilityofaninhousehumanresourcedepartment,apublicrelationsdepartmentor outsourcedtoaconsultancyfirm? iv. Whatevidenceistherethatthecampaignappliedteamworkasabest practiceconcept? v. Doestheevaluationindicatethatshorttermbehaviourallearning,as distinctfromrepresentationallearning,hastakenplaceinsupportof longtermemployeeperformance?
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5
Beyond‘customer isking’:salesand marketingpromotion Relationsbetweenthemarketingandpublicrelationsindustrieshavehad achequeredhistoryinthepast20years.Somewouldarguethattheyhave beeninvolvedinapowerstruggleforlongerthanthat. In1978,KotlerandMindakwrotethattherewerefourlevelsofpublic relationsactivityformarketingpurposes,thefirstbeingforsmall,often charitable,organizationswhich,untilrecently,rarelyoutsourcedprofessional public relations or marketing services. A second group, mainly fromthepublicsector,doengagepublicrelationsservices,whileathird, smallmanufacturingcompanies,oftenuseexternalmarketingservicesor in-housesalespersonnel.Fourth,inlargeFortune500companies,public relations and marketing are usually separate departments, which may complement each other. In the past, they were coordinated by the chief publicrelationsofficerwhowouldreporttotheCEOandthemainboard. Today’s integrated communication strategies combine the managerial tactics of market research, advertising and public relations theory and practice,withcoordinationdrivenbyadominantcoalition.
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CONCEPTUALAUTHENTICITY A current area of conflict which is emerging from empirical literature, case studies and the growing body of public relations knowledge as an academic discipline is that of the nature of public relations itself. No reputable profession can afford dissonance around its own identity or itspublicimage,sonext-generationpublicrelationsleadersandopinion formersmustcommittoadefinitiveacceptanceofthefactsofthe‘nature’ ofthepublicrelationsindustryasdistinctfromgenerallyacceptednotions aboutits‘nurture’. There is a popular misconception that, just because approximately two-thirds of public relations agency fee income is used to sell product and only around one-third is going on government, investor/financial, corporate/reputationpromotionalcampaigns,publicrelationsisasimple communication support tool, albeit by a variety of tactical means, to bottom-linesalesandturnoverintheshortterm.Mostlargecorporations andinstitutionsnowlabeltheirtraditionalpublicrelationsdepartments as‘corporatecommunicationdepartments’toemphasizetherealitythat anypublicrelationscampaign,whetherthespendison,say,corporateor productbranding,mustbealignedtothestrategicbusinessplaninterms ofbothtimeandmotionandbeoverseenbythem. In practice, many generic public relations operational tools and techniques support integrated marketing public relations activity. However, intheory,thebodyofknowledgerequiredtoforwardplanandmanage a public relations strategy is so aligned to corporate or organizational strategy that the reputation of the whole organization is more than the sum of its parts and certainly of any single product or service. This is notmeresemanticsnorbureaucraticmanagementspeak.Thehistoryof public relations is littered with examples of the dangers of losing sight of core organizational goals or corporate objectives due to overzealous, creativemarketing,especiallyduringthe1980s/90s.Thatisnottosaythat profitsfromasingleproductpromotioncannotsometimesbringabouta healthyinjectionofmuchneededcapitalandincome,egiPodin2004,but itdoesnot,orshouldnotthrowthewholebusinessstrategyoffcourse. Profitsfromoneareaofabusinessmayberequiredtogointosupporting other areas such as health and safety, technological and environmental developments in other activities, products and services at any given time.Betterthatthesalesandmarketingindustryreferredto‘marketing publicity’or‘marketpromotion’anddroppedtheterm‘publicrelations’ initsstrategicplanningandpolicymaking. Theword‘relations’intheterm‘publicrelations’canbeusedinashallow ordeeplymeaningfulway,andsothegenericterm‘publicrelations’should notbestructuredasasubsidiarycomponentofamarketingfunctionor
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appliedlooselytothesellingofmaterialgoodsandservices.Thisisnot totaketheethicaldimensiontoitsfurthest,ideologicalpositionwhereby two-way, symmetrical communication is regarded as the democratic norm in the building of relations based on trust. In any organization, there are threatening or competitive situations in which asymmetrical communication is necessary because of received intelligence. However, as Alvin Toffler wrote some 35 years ago in his seminal work Future Shock,‘ourfirstandmostpressingneed...astrategyforcapturingcontrol ofchange...diagnosisprecedescure’(p430).Hecontinued,‘weneeda strong,newstrategy...wecaninventaformofplanningmorehumane, morefar-sightedandmoredemocraticthananysofarinuse.Inshort,we cantranscendtechnocracy’(p400).Thereisamessagehereformarketing publicrelationsprofessionals,asthefollowingwordssuggest. Today’s wonderfully creative public relations campaigns that often capture society’s hearts and minds must be underpinned by skilful diagnosis based on quality research so as not to intensify ‘the rise of a potentially deadly mass irrationalism’ (Toffler, 1970, p 430). Whether throughtraditionalmethodssuchasadvertisingandeventsmanagement or postmodern methods involving new media and mobile telephones, Toffler’s strategy for survival is ever more pertinent in our globalized economy. Unlike legal and social issues, commodities have shorter and shorter product lifecycles in what Toffler called ‘our high transience society’(p67)andremindsusthat‘inalmostnomajorconsumergoods category… is there a brand on top today which held that position ten yearsago’(SchachteinToffler,p64)and‘inthevolatile,pharmaceutical andelectronicfields,theperiodisoftenasshortassixmonths’(Theobold inToffler,p65). Organizations are social institutions, whether operating for profit or not-for-profitand,assuch,stilltodayitcanbeargued,dependon: continuity,orderandregularityintheenvironment.Itispremisedonsome correlations between the pace and complexity of change and man’s decisional capacities. By blindly stepping up the rate of change, the level of noveltyandtheextentofchoice,wearethoughtlesslytamperingwiththese environmentalpreconditionsofrationality.(Toffler,1970,p326)
KNOWLEDGEANDSKILL Inthe1990s,amoresubstantiveapproachtodevelopmentaleducationand trainingemergedthroughtheCharteredInstituteofPublicRelations,for publicrelationsprofessionals,theInstituteofAdvertising,foradvertising professionals, and the Chartered Institute of Marketing, for marketing professionals. 75
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In blue-chip companies, marketing, advertising and public relations functions are linked autonomously to the corporate and business plans butmanagedoverallascorporatecommunication.Clearlyeachfunction isaccountableforitsownstrategicanalysis,segmentationandtargetingof thosestakeholdersforwhomitisaccountable,buttheoverallorganization’s image or reputation must not be compromised by any one function. Of course, all three areas overlap at the boundary between themselves andattheinterfacebetweentheorganizationanditsenvironment,with consequencesforenvironmentalmonitoringandresearch.Itisherethat thefocusofeachfunctionmustbeindependentoftheothertomaintain plurality of views and richness of information. However, the various perspectivesmustbebroughttogetheratalaterstageforintegration,then linkedstrategicallywithotherfunctionssuchasHR,sinceenvironmental intelligencewillhaverelevanceforarangeofinternalfunctions. Strategicplanningforallfunctionalareasincorporatesanalysis,monitoring of individual programme development, implementation control and evaluation. If there is a lack of control over any one area, say one attempting to dominate another for competitive budgeting or status purposes, then the communication strategy is put at risk. A climate of rivalrycanbemanagedasaforceforgoodorill,dependingonwhether thecultureisbasedonaclosedoropenmanagementsystem. Astheamountofinformationflowinginandoutofeveryorganization increases, far exceeding any public relations strategist’s requirements, thekeytaskofanyadequateintelligencesystemistoaccessandcapture onlyrelevantdataanddirectittotherequiredlocationforanalysisbythe right group at the right time.A focus on capturing and using pertinent marketing communication data, for example, will not necessarily help service the needs of the advertising or public relations group as it may be too customer-specific at the expense of other stakeholders if not moderatedbythecommunicationstrategistoroverseer.Largefirmshave comprehensivemanagementinformationsystems,andthedevelopment ofnewtechnologiesisincreasinglymakingtheselectionandidentification of critical data easier. Because of the need for longer-term relationships with customers, marketing professionals have been quick to realize the need for systematic design, collection, analysis and reporting of data. Findingsrelevanttothemutualunderstandingandsustainingofgoodwill, traditionallyseenasacustomerrelationsactivity,areincreasinglycoming under the auspices of public relations and referred to by marketers as ‘relationshipmarketing’.Thisisespeciallythecaseintheretailindustry, whichpromotesproductsandservicesthroughloyaltycardschemes. In terms of environmental scanning, market researchers analyse and categorize the economic environment in a number of ways.A common approachtostrategicmarketingisonewherethephilosophyimpliesthat allorganizationsexistbecausetheyareofferingsomeformof‘product’to 76
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someoneelse,whetheritbedirect,suchasfast-movingconsumergoods, a service offered through a third party and perhaps paid for by a third party (say, government), or a service in the community or to achieve a socialobjective. Some of the rivalry referred to earlier between marketing and public relations departments in organizations has been about whether or not the principal stakeholder group or customer ‘audience’ ought to define the department’s name. Traditionally, even though the communication tools and techniques available may be drawn on by all three functions of marketing, advertising and public relations, the dominant strategic forceremainswithpublicrelations.Thepublicrelationsfunctionviewsits constituenciesasconsistingofabroaderrangeofstakeholdergroupsor publicsthancustomers,toincludecompetitorsandsuppliers,employers/ employees, community and local government, central government, financiers,investorsandthemedia.Usually,onlyqualifiedpublicrelations graduates are trained to appraise all ongoing stakeholder relations to ensurethattheorganization’sstrategiccommunicationplaniscoherentand consistentinrelationtothestrategicbusinessplan.However,increasingly, modelssuchastheintegratedmarketingcommunication(IMC)mixmodel areemergingfrommarketingacademics;seeFigure5.1.
VALUE-ADDEDANDIMC Ofparticularvaluetomarketresearchprofessionalshasbeenthepublic relationsevaluationconceptofvalue-added,sothenotionofintegrated marketingcommunication(IMC)hasestablisheditselfasacriticallearning andteachingtopic.Value-addedisanaccountingprocesswhichinvolves horizontalanalysisoftheindustryafirmisin,alongwithaverticalstudy of the overall distribution chains to see where value can be improved and competitive advantage gained by strategic repositioning or sales reconfiguration. Another important technique which overlaps with public relations is marketsegmentation.GuiltinanandPaul(1994)definemarketsegmentationas‘theprocessofidentifyinggroupsofcustomerswithhighlysimilar buying needs and motives within the relevant market’. Segments are formedbyidentifyingresponsedifferencesbetweensegments.Theycan be clearly described and reached, and are worthwhile as benefits to the organization.Theyarestableovertime,somarketingprogrammescanfix coststobeacceptable.Theywillbeclassifiedusingdescriptivecategories basedonmanagement’sknowledgeandexperienceofcustomerneedsor desiressupportedbyavailableinformation(customergroupidentification), orbythewaycustomersrespond.Groupscanbeidentifiedbyworking
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Figure5.1 Anintegratedmarketingcommunication(IMC)mixmodel Source:PicktonandBroderick(2005)
backwards, for example noting characteristics such as the frequency of individualorgrouppurchasesorperceptionsofbrandpreference. Communication theory is grounded in models of perception from clinicalpsychology,akeyfactorinpublicrelationsacademicmodelling. Thus, another tool that is increasingly popular is the use of perceptual mapping, where consumer perceptions of product attributes can be analysed psychologically. On the two-dimensional perceptual map, consumers’ reception is grouped together with competitive brands to demonstratepositionandrelationship.
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COMPETITIVEADVANTAGE Perhaps the most popular competitive advantage theory of the past 15 years has been Porter’s (1985) five competitive forces in determining industryprofitability,whichcanclearlybeadaptedtoorganizational-level monitoringandevaluationthroughperceptualmappingandintelligence communication.Perceptualmappingisatechniquewhichidentifiesgaps inthemarkettoseeifthereisscopeforanewproduct,ortoplanbranding orcompetingproductsintermsofparticularcharacteristicssuchasprice andquality.Itisausefulconceptforintegratingmarketingcommunication with corporate communication to ensure that publicity is coherent and consistentwiththeaimsofcorporatecommunicationprogrammes,or‘on message’asthepoliticianssay.Suchanalysiscanproducepublicrelations intelligence that feeds into the research, monitoring and evaluation informationparadigm,asshowninFigure5.2.
Threat of potential entrants
Industry Bargaining power of supplier
Rivalry among existing firms
Bargaining power of buyers
Threat of substitute product or service Figure5.2 Marketintelligence 79
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TheimportanceoftheoreticalmodelssuchasPorter’sliesinitsfocus on the competitor stakeholder group and the subgroups within it, such as rivalry between existing competitors, the threat of entry from new nichecompetitors,andthefinancialmuscleofbuyersandsuppliers.The dynamicnatureofcompetitionandthusshortandlonger-termrelationship building is central to both marketing and public relations involvement, includinglobbyistsactingonbehalfofbothprofessions. Increasingly,interesthasbeenshownbythepublicrelationsindustry inthenotionthatmarketingtoolsandtechniquescanbeappliedtothe competitive internal communication environment of an organization, because of the political nature of competition for jobs and status, thus creatinga‘market’ofthehumanresourcerequiringpublicrelations. Whereoncethiswasthedomainofthepublicrelationsdepartment,today itissometimesthoughtthatthemarketingdepartmentisaslikelytobe awareofthecorporateclimate,structureandcultureasotherexperts.Their knowledge and sensitivity to culture, orientation, power and influence will have been accrued from their analysis of customers, organizational structurelinkedtothemarketingplan,andtheinterfunctionaldynamics neededtooperatethatmarketingplan. Porter’s theories of competitive advantage suggest that it is essential that organizations understand how the physical, human, financial and intangibleaspectsofanorganization,includingplant,equipment,people andfinance,mustbeappraisedtogethersoastoquantifyaddedvalueto thecustomerandthustotheorganizationasawhole. The focus on data collection tends to be organized around customer databases,whichprovideinsightintocustomers’behaviourandmotivationinmanymarkets,butparticularlyretailmarketswithdatacollated fromloyaltycardschemesinthegrocerysector.Onesupermarketchain usestheTargetGroupIndex,aresearchservicewhichmatchescustomer databasestothreeyearsofcustomers’buyingbehaviour. Withthegrowthinservicemarketingandthedevelopmentofrelationship marketing, more and more organizations are adopting customer awareness programmes to harness the organization’s effort to deliver improvedvaluetotheircustomers.Thiscoincidedwithageneralglobal economicrecessionwhichmeantthat,althoughtraditionalpublicrelations departmentshadbeenremovedordownsized,theneedforpublicrelations techniquesremained.Marketresearchdepartmentsfoundthemselveson a fast learning curve to adopt the public relations skills and techniques requiredtocopewiththeirsalesandmarketingstrategies,giventherapid riseofconsumerawarenessandpressuregroups.Customersnotonlyhad access to IT and media, but were now well organized and increasingly vociferousintheirdemandsforvalueformoney.Ifaparticularproduct or brand attracted bad publicity, this could impact on corporate image,
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Beyond‘customerisking’ Customersegment Demographics
Nameand address
Lifestyle TGI
Customer Database
Attitudes
Media
Product portfolio
Payment method Anonymizeddatabaseof commonindividuals
Figure5.3 TargetGroupIndex Source:CliveHumbyBMRB/DunnHumbyDataAnalysisCompany,UK
identityorreputationtotheextentthattheoverallpublicrelationsstrategy couldbeundermined,notleastinrespectofshareholderinvestment. From the point of view of the overall planning process, stakeholder communicationmustbeintegratedaroundcorecorporatevalues,objectifiedbytheproductionofmissionstatements.Representingthevisionof whattheorganizationisorhopestobecome,thePROcollatesthecommunication aims and objectives of each function, assesses compatibility andintegratesitwiththecorporatebusinessplan.
CUSTOMERRELATIONS Porter’smodelsuggeststhattherearethreefundamentalwaysinwhich firms achieve sustainable competitive advantage through customer relations.Thesearecostleadershipstrategy,differentiationstrategyand focusstrategy.Thedifferencebetweenstrategicmarketingwhichseeksto interprettheorganization’sgenericstrategiesintomarket-basedstrategies basedonperceivedaddedvalueisthatitisdominatedbyprice. OtherwriterssuchasGrunigandRepper(Grunig,1992,Ch6)believe that the interdependence of stakeholder groups in the achievement of organizationalobjectivesreaffirmsthestrategicroleofpublicrelationsin thegoalsencapsulatedbyamissionstatement. 81
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Mostsalesandmarketingbecomesstrategicatsomepointbecauseof therangeofoptionsavailableandsotheacademicliteratureconcentrates onissuesofstrategicchoice,targetmarketstrategy,marketingstrategies withdemand,positioningstrategiesandmarketingstrategiesfordifferent environments. The strategy adopted will depend on whether the organizationisamarketleaderwith45percentmarketshare,amarket challengerwith30percentmarketshare,amarketfollowerwith20per centmarketshareoramarketnichewith10percentofthemarketshare (Kotler, 1994). Intelligence data from each market share will drive any publicrelationsimperative. Otherareasofpromotionaloverlapwithpublicrelationsareinthesales andmarketingoffast-movingconsumergoods,aspreviouslymentioned, andbusiness-to-businessmarkets.Consumermarketsarecharacterizedby heavyadvertisingandpromotionprogrammestargetedatkeysegments so as to build brands and speed up the process of innovation and new productdevelopment.Theyalsoseekstrategicrelationshipsandalternativechannelsofdistributionsuchasdirectmarketingandsellingviathe internet.
BUSINESS-TO-BUSINESSRELATIONS In business-to-business or industrial markets, relationship marketing is critical to success, with particular emphasis on conferences and trade shows. Kotler also identified three types of strategic marketing in service industries by naming the company, employees and customers as being linked by internal marketing, external marketing and interactive marketing.Withservicesmarketing,thedifferentattributesoftheservice areidentifiedororganizedtotargetcustomervalueandtopositionthe organizationtoobtaindifferentialorcompetitiveadvantage. Apublicrelationsservicemustbeabletoarticulateandprioritizeany orallattributesofferedbytheserviceororganizationinordertotarget customervalueandtopositiontheorganizationforcompetitivecustomer advantage.Asorganizationsincreasinglyenterglobalmarkets,strategic salesandmarketdecisionsarebasedoninternationalresearchandmay include looking for similarities between segments in different countries withacombinationoffactorandclusteranalysistoidentifymeaningful cross-nationalsegments.
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WEBANALYSISANDEVALUATION This has driven the public relations industry to look for new ways of measuringtheimpactofmessagesacrossdiverseculturesandinshorter time frames. With export marketing, for example, products are usually sold from the domestic base. With international marketing, products and services are marketed across national borders and within foreign countries.Withglobalmarketing,coordinationofthemarketstrategyin multiple markets operates in the face of global competition. One of the principalstrategicconcernsinthelattercaseisthetaskofdevelopingthe globalportfolio,whichincorporatesaveryhighlevelofinvolvementfrom sales and marketing and public relations departments in developing ecommerceandevaluatingpurchasingandpromotionalwebpagesaspart ofthestrategicplan. Eye-tracking,analysingtheeyemovementsandpointofgazeofsubjects in a market research or public relations study, is now an accepted component in most studies which involve visual presentations. The technology has advanced to the point where data can be analysed in realtimeforcomputerorTV-generatedimagesorrapidlyanalysedwith videoanalysistoolswhenthesubjectshaveviewedalivescenesuchasa shoppingexperience.InFigures5.4and5.5,anevaluationofaFinancial Timespageshowswheresubjectslookedandforhowlong. Communication students generally understand the fundamental concepts of e-commerce technical infrastructure and applications. This includes electronic commerce and law, security and authentication, and internetprotocolsforknowledge-economycompanies.Thesearekeycompetenciesforconsultantpractitionerswhoareexpectedtoofferstrategic corporatee-learningcommunicationsolutionsforbusinessandcommerce. Furthermore, an understanding of the value/supply chain, with all its communication interfaces and the implications of an e-enabled supply chain, is essential to the marketing public relations practitioner. How peoplereceive,interpretandrespondtovisualinformationnowformsa criticalcomponentinmarketresearchandrelationshipevaluation.
EFFICIENCYVSEFFECTIVENESS The effectiveness of any strategy depends in part on the quality of the monitoring and environment scanning within different environments, which are in a constant state of change. Of particular concern to the publicrelationspractitioneristheproblemofcontrol.Notallmarketing departments make clear strategy statements that are comprehensive or articulate the interdependence and interaction of the various elements
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Figure5.4 Atwo-dimensionalviewofawebanalysispage Key TopleftNo1isthemouseclick.Theothernumbersarethesequentialnumbering offixationsanddurationwhilethelinesbetweenfixationsrepresentthesubject’s scanpaths
so that the total mix is achieved in a harmonious way. Many a product promotionhascreatedcommunicationandpublicrelationsdisasterswhen scandalsbecamefocusedsolelyoncustomersandomittedtoconsiderthe knock-oneffectofcorporateimageonotherstakeholders. Developmentofbrandingtheoryandpublicrelationsinputintopractice have reduced some of this difficulty, but at the same time have created semanticconfusionwhendescribingactivitiesrelatingtobothmarketing andpublicrelations.Forexample,Cravens(1994)saysthat,‘aproductis anythingthatispotentiallyvaluedbyatargetmarketforthebenefitsor satisfactionsitprovides,includingobjects,services,organization,places, people and ideas’. This description covers both tangible and intangible services and could conceivably include other identifiable stakeholders, beyondsuppliersandcustomers. 84
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Figure5.5 Athree-dimensionalviewofthesamewebanalysispage Key These are ‘look zones’, showing defined areas selected in the page and the percentageoftimespentlookingatthem.Thenumber44indicatestimeinseconds, while42percentrepresentsthepercentageoftimerelativetotheselectedareas.
TOOLSANDTECHNIQUES Brandpromotion,includingcorporateadvertising,isatraditionalpublic relationstoolforaddingvaluetoaproductsoastodifferentiateitfrom itscompetitorsortoaddvaluetothecorporateidentity.However,notall marketersseeitthisway,norindeeddoallotherprofessionaldepartments intheorganization.Finance,forexample,maybeinvolvedindesigning pricingstrategy,given,asKotler(1994)says,that‘priceistheonlyelement inthemarketingmixthatproducesrevenue.Theotherelementsproduce costs’. Aswithanypolicymaking,planningandstrategicdevelopment,evaluation and control are of paramount importance. A strategic review of marketingplansisusuallyconductedeverytwoorthreeyearstoprovide groundwork for long-term strategy development as well as interim 85
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analysis.Itwillusuallyconsistofafullauditofthemarketingenvironment andoperationsrelatingtoallaspectsofthecorporatemission,objectives andstrategies,aswellasareviewofthemarketingobjectives,strategies, programmes,implementationandmanagementissues. Theroleofadvertisingandpublicityistobecost-effectiveincreating awareness in the early stages of the product lifecycle, whereas sales promotionisusedintheorderingandreorderingstagesofbuyerreadiness wheretheproductismatureorindecline.SomeofKotler’sviewsofthe toolsandcharacteristicsofcommunicationareshowninTable5.1. Christopher, Payne and Ballantyne (1994) suggest that ‘relationship marketing has as its concern the dual focus of getting and keeping customers’.Indeed,theygoontodevelopamodelwhichsuggeststhat therearefiveothermarketsthatimpactonthecustomermarket:referral, internal, supplier, employee recruitment, and influence markets, and if marketing people are to tinker with all these particular audiences, the role of the strategic specialist becomes imperative. It is apparent that marketing models are linking segmentation to discrete variables within Table5.1 Toolcharacteristics Tools
Characteristics
Advertising
Publicpresentation,pervasive,amplified expressiveness.TV,radio,press,cinema,magazines, print,packaging,posters
Product/service publicity
Gainattention,provideinformation,inducementthat givesvalue,invitationtoengageinimmediateaction; competitions,premiums,gifts,tradeshows,coupons, stamps
Directmarketing
Directatconsumer,customized,uptodate; catalogues,mailings,telemarkets,electronicshopping
Pressandmedia
Highcredibility,messagesasnewsnotadvertising; presskits,seminars,annualreports,sponsorships, lobbying
Customerrelations Personalconfrontation,cultivatesrelationships, (sales) encouragesresponse;presentations,incentives, samples,tradeshows MarketingPR
Productpre-launchbypreparingthemarketplacefor introductionofanewproduct
Source:AdaptedfromKotler(1994) 86
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Table5.2 Towardsintegration Bottom-lineapproach Transactionmarketing
Value-addedapproach Relationshipmarketing
Focusonsinglesale Orientationonproductfeatures Shorttimescale Littleemphasisoncustomerservice Limitedcustomercommitment Moderatecustomercontact Qualityconcernofproduction
Focusoncustomerretention Orientationonproductbenefits Longtimescale Highcustomerserviceemphasis Highcustomercommitment Highcustomercontact Qualityconcernofall
Source:Christopher,PayneandBallantyne(1994)
the stakeholder model. Meanwhile, customer communication relies on thetraditionalbottom-lineapproach(marketing)versusthevalue-added approach(publicrelations),asshowninTable5.2.
PROMOTIONPERFORMANCE Aswithpublicrelationsandadvertisingcampaigns,reviewsareessential in examining the extent to which sales programmes are appropriately directed and whether or not a particular programme has been properly integratedwithintheorganizationasawhole.Thismayincludeaproduct promotion review where benchmarking takes place against external examplesofbestpractice,whichalsoinvolveethicalandsocialresponsibility criteria. Some of the performance criteria and measures used by marketing functions are sales analysis, market share analysis, sales to expenseratios,financialanalysisandprofitabilityanalysis.Thisisacostly process,andtheresultswillbecomparedwithvariousinternalbudgets, targetsandperformancemeasuressetbythecorporation.
PERFORMANCEGAPS It is at this point that any positive or negative performance gaps, new opportunitiesorthreatsmayrequirecorrectiveactiontobringtheannual planorlonger-termstrategybackinlinewithobjectives.Therequirement isoftentoidentifythedifferencebetweenproblems,symptomsandcauses that cannot be ignored from seasonal or short-term variations. Third87
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partyinterventionfrompublicrelationsconsultantsisoftenboughtin,in conjunctionwithothermanagementconsultants. Where,forinstance,someinter-functionalrelationshipproblemsexperiencedbymarketingandmanufacturingdepartmentscannotbemanaged effectively,consultantscanprovideanobjectivesolution.Typically,problems that emerge are that products are developed around technological capability, not market needs; products may fail commercially; products may be technically superior but priced too high; and concentration on tangible attributes may supersede the customer benefits. Indeed, some organizations have placed research and development and marketing under one authority, in physical close proximity, or set up coordination teamsortaskgroupsonparticularprojects.Theroleofpublicrelationsmay betoadviseoninternalorexternalcommunicationprocesses,including impactsoncorporateidentity.
MARKETINGVSMANUFACTURING Otherareasofinter-functionalconflictmayarisefrom: marketingwhowantmorecapacity,versusmanufacturingwhowant accuratesalesforecasts; marketingwhowantfasterresponse,versusmanufacturingwhowant consistentproduction; marketing who want sufficient stocks, versus manufacturing who wantcostcontrol; marketingwhowantqualityassurance,whereasmanufacturinghave productswhicharedifficulttomake; marketingwhowantvariety,whereasmanufacturingwanteconomical runs; marketing who want low prices and high service, whereas manufacturingoftenhavehighcostswithextraservices;and marketingalwayslookingfornewproducts,whereasmanufacturing seeextradesignandtoolingcosts. Competentcommunicationskillsbetweendepartmentalheadsarecrucial, althoughfewwillrealizethattheyareinvolvedinpublicrelations. Sowhatwehaveseenatastrategiclevelistheneedforintegrationofall elementsofthecommunicationmixwhile,atatacticallevel,someofthe toolsemployedwhenimplementingandevaluatingprogrammesarenow sharedwithpublicrelationsexperts.AsSmithandO’Neill(1997)said:
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Beyond‘customerisking’ Marketingusedtobesimple.Sosimple,itcouldevenbelefttomarketing managers, but it isn’t like that any more. The business of marketing, namelycreatingvaluebymanagingcustomerrelationships,mustbecentral to corporate management and financial planning. Marketing must be seamlesslywovenintoeveryfunctionofthosecompaniesintentongetting tothefuturefirst.
CAMPAIGN:3M,USA 3Mrolledoutacomprehensivepromotionprogrammetostrengthen itsScotch®brandandreinforceitspositioningasthetrustedresource forgift-wrapping.Fortheprevioussixyears,theScotch®BrandMost GiftedWrapperTMContesthadbeenthecentrepieceoftheScotchbrand tapesprogramme.In2003,intheUnitedStates,thecontestservedas aspringboardtolaunchnewtacticstocontinuebuildingbrandequity. DuetothesuccessoftheContestintheUnitedStates,itwasalsorun intheUKthatyearforthefirsttime.
Challengevsopportunity In the United States in 1997, 3M launched Scotch pop-up tape, a wristband tape dispenser with pre-cut tape strips, with the goal of positioning it as the tape of choice during the holiday gift-wrapping season.3Manditsagency,HunterPublicRelations(HPR)createdthe ScotchBrandMostGiftedWrapperContest,anationalholidaykick-off eventheldinNewYorkCity.SincetheContestprovedtobeasuccess notonlyforintroducingthenewtapedispenser,butalsoforbuilding equityforScotchtapes,3MandHPRcontinuedtostagetheContest forthenextsixyears.In2003,3MandHPRconcludedthattheContest couldserveasaspringboardtolaunchnewtacticstocontinuebuilding brand equity during the holiday season. To gain needed insight into whichproposedtacticswoulddeliverbestinstrengtheningtheequity of the brand, 3M and HPR conducted extensive primary research, as describedbelow.
Research Theagencyhiredanindependentresearchfirmtoconductanonline survey of Americans’ perceptions of holiday gift-wrapping and their gift-wrappinghabits.Keysurveyfindingshelpedcreatenewtacticsand strategiesforthe2003programme.
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Theyfoundthat70percentofAmericanswouldconsidercallinga telephonehotlineforhelpwiththeirgift-wrappingneeds;one-thirdof Americanswaituntilthelasttwodaysbeforethegift-givingoccasion towraptheirgifts;andmorethan50percentofAmericansdotheir holidayshoppingafterThanksgiving.Additionalresearchwasconducted throughanonlinepollontheScotchtapeswebsite.Americanswere askedtoselectfromalistoffiveodd-shapeditemswhichtheywould liketoseethisyear’s‘mostgiftedwrappers’wrapattheScotchContest. Thetwoitemswiththemostvoteswereusedinthecontest.
Strategicplanning Strategies and tactics were presented to 3M management in early 2003.Afterreceiving3M’sapproval,theagencybeganimplementing theproposedtacticswithaudienceandmessagesinmind,basedon objectivesto: generatehigh-profilemediacoverageforScotchtapesduringQ4, whichisthekeysalesandusageperiod; generatenationalandlocalmediacoverageforScotchtapesduring Q4inthetop25mediamarkets; positionScotchtapesasthegift-wrappingexpertamongconsumers; and leveragetheContestasaspringboardforaseriesofnewholiday relatedtactics. Female consumers aged 25 to 54 years were targeted to use Scotch tapesforalltheirgift-wrappingneeds.Themessageswouldsaythat the Scotch brand was a trusted resource for those looking to wrap theirgiftswithflair,speedandstyle,andcouldhelpwithgift-wrapping challenges if customers called a Scotch Brand Gift-Wrapping Tips Hotlineat1-866-HOW-2-WRAP.
Operationalstrategy TheScotchBrandMostGiftedWrapperContest Contestantswererecruitedbydistributinga‘CallforEntries’press release to newspapers, asking entrants to describe why they are ‘America’sMostGiftedWrapper’. The seventh annual Contest was held in the Rockefeller Center, and$10,000wasawardedtothewinner. With the Contest in its seventh year, the agency needed to find newandinterestingpitchangles.Tosustainmediainterest,they
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introduced new ‘wrinkles’ to the contest whereby an online poll providedanewmediaangleanddroveconsumerstoexploreadditional aspects of the website. Interesting human-interest stories fromfinalistswereusedtopitchasstoryanglestothemedia,egSue CollinswrappedgiftsforHollywoodstars.‘MostGiftedWrapper’ finalistswrappeda10-gallonhat,skiswithpoles(selectedbyparticipantsfromtheonlinepoll)andaLa-Z-Boy®chairtoprovidethe mediawithinterestingvisuals. The first ever toll-free gift-wrapping hotline would be staffed by previouscontestants. An audio news release and a press/wire release announcing the availabilityofthehotlineinmid-Decemberwouldbedistributed. WithboththeContestandthehotlinetakingplaceduringthemonth ofDecember,timingwasakeyissue.Theagencywaitedtopitchthe hotlineuntilafterthecontesttotrytogarnertwoseparateplacements fromonepublicationorbroadcaststation.However,sincethehotline wasthoughttoprimarilybeaprintstory,waysweresoughttoexpand upon potential media coverage. Adjustments were made during implementation,duetothesuccessofcoverageofthehotlineinthe printmedia.BydevelopingB-rollfootagetodistributetoTVstationson 22and23Decemberforalast-minuteholidaystory,thereachofthe hotlinebenefitedfromlateexpansion.Pastcontestwinnerswouldbe contractedtoserveasspokespersonsforScotchtapesandtheirunique talentswouldbeutilizedtopitchamultitudeofcreativegift-wrapping anglestothemedia.
Evaluationoutcomes MediacoverageoftheScotchtapespublicrelationsprogrammewas measured through monitoring services and showed that, in 2003, Scotchtapespublicitygenerated3,553placementsand125,926,696 impressions from Q4/holiday media tactics. In the seven-year history of the Scotch tapes public relations programme, this was the largest number of placements and impressions generated from Q4/holiday mediaoutreach. The 2003 Scotch tapes promotion garnered high-profile media coverageinalltop25USmarkets.Nationaltelevisionmediahighlights includedCNNDaybreak,TheWayneBradyShow,FOX&FriendsSaturday, A&E Biography and Living It Up! With Ali & Jack. High-profile printmediahighlightsincludedNewsweek,TimeOutNewYork,Real Simple, Country Woman, USA Today, Atlanta Journal-Constitution, The Minneapolis Star Tribune and The Baltimore Sun. International
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mediahighlightsincludedNipponTVinTokyo,CNNInternational,The Hurriyet&Milliyet(Turkishnewspaper),andRTVI(Russiantelevision). UKcontestmediahighlightsincludedITV(2x),Love2Shop,Channel4, Richard&Judy,Des&Mel,BBCGoodHomes,WesternDailyMail,Daily RecordandSundayPost.
REFLECTION Basedontheinformationprovided: i.
UsingtheIMCmodel,identifywhichtacticshavebeenappliedinthe Scotchbrandpromotioncontest. ii. How might the target group index inform customer behaviour for futureyears? iii. Whattangiblesignificancewouldstatisticalwebsiteanalysishavefor thecompany? iv. How couldbrand promotion be sustained so as to add to brand equitytothetapesprogrammeovertime? v. How might the annual marketing event be developed through strategic public relations to offercompetitive advantagetherest of theyear?
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6
Mediarelations: aborderlessworld view Mass communication media have come to play a dominant role in the life of everyone, including the public relations practitioner. With the growthandconvergenceofglobaltelecommunicationsandinformation technology,theroleofthesemediacanonlybecomeevenmoreimportant inthefuture.Fewpeople,letaloneorganizations,daretoforecastwhere thiswillleadinyearstocomeotherthantosuggestthatthemediawill playavitalroleinthesurvivalofeveryorganization. Most large organizations employ agencies to monitor the media and tocommunicatewithjournalists,proprietorsandothersignificantpeople in institutions who could be instrumental in the maintenance of an organization’s corporate aims and objectives. Strategically, this role can beseenasadefensive,asymmetricalrelationshipor,inmoreenlightened far-seeingorganizations,asacreative,symmetricalrelationship,through whichtheorganizationcanobtaintheinformationnecessarytobeableto adapttoachangingenvironment.
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MASSCOMMUNICATION Thesignificanceofmasscommunicationmediaonanorganizationcannot be overestimated. McQuail (1994) ascribes five characteristics to the mediawhichexplaintheirimportancetosocietyasawhole,relevantto the modern organization at all stages of a public relations campaign or programme: 1. Apowerresource–thisishighlyrelevanttoorganizations,giventhat the media are the primary means of transmission and source of informationinsociety.Adisgruntledshareholderwishingtounseata memberoftheboardwillfinditdifficulttocommunicatewithother shareholdersinthefaceofthepowerthattheorganization’smanagers canrally. 2. As an arena of public affairs – for business organizations, this may seemlessimportantthanforgovernmentalorganizationswhichare often the target of media attention, but many recent inter-company controversiesinvolvinggovernmentagencieshavebeenplayedoutin thearenaofthemedia. 3. Asdefinitionsofsocialreality–atfirstsight,thisisanebulousconcept andyetMcQuailexplainsthatthemediaisaplacewherethechanging cultureandthevaluesofsocietyandgroupsareconstructed,stored and visibly expressed. What society perceives to be the reality of organizationswillbeformedfromalimitedornon-existentpersonal impressiongainedfromdirectcontactwiththeorganizationandfrom those images and impressions which the media choose to present. Differentsectionsofthemediaattempttoprojectdifferentrealities.For example,intheUK,theBBC‘MoneyProgramme’presentsaworldin whichitisnormalforcompaniestocompetewitheachotherforprofit withoutimplyinganycriticismoftheunderlyingcapitalistprinciples involved. Left-wing publications will, on the other hand, portray a differentversionofreality,onethatismuchmorecriticalandsceptical aboutthemotivesandsocialvalueoftheleadersofmajorfirms. 4. Asaprimarykeytofameandcelebritystatus–thisusednottobeparticularly importantforbusinessorganizations.However,increasingly,leaders oforganizationshaveusedthemediatoprojectadesirableimage.This isalsotrueforauthorsofstrategicmanagementtheorytextswhohave becomehighlyrewarded‘gurus’ontheinternationallecturecircuit. 5. As a benchmark for what is normal – this is particularly important for organizationswhereethicalissuesareconcerned.Currently,business organizations have to face up to the new norms of environmental targets, corporate social responsibility and other matters. Economic criteriausedtotakeprecedenceovertheviewsoffringeenvironmental
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groups, but the media now define normality as one in which an endangered environment must be protected and form part of the criteriaforcompetentmanagement.Intheearly1990s,oilcompany Shellcametomediaattentionoveraproposeddeep-seadisposalofthe BrentSparoilrig,despiteitseminentlyrationalcost-benefitanalysis, whichattemptedtobringenvironmentalissuesintotheequation. Along with these characteristics, academics are continually exercised about other qualitative variables in quantitative measures such as costbenefitanalysis.McQuail’stwo-dimensionalframeworkforrepresenting contrastingtheoreticalperspectives(media-centricvssociety-centric,and culturalistvsmaterialist)isahelpfulconceptualbaselinefromwhichto begin.ItisshowninFigure6.1.
RHETORICVSREALITY Largeorganizationsrelyonmasscommunication,particularlyintheform of advertising. In addition to informing the public about products and servicesandinducingthemtobuy,advertisementscommunicatemessages aboutthenatureoftheorganizationanditsvalues,whichmayormaynot reflect objective reality. Ind (1997) believes that public relations activity fulfils a similar strategic role to advertising, ‘in that its function is to increaseawarenessandimprovefavourability,butlosesouttoadvertising in its controllability’. He uses as an example theAmericanAnti-slavery Society,oneofthelongestandoldestpublicrelationscampaigns,which was formed in 1833 and established its own newspapers, held public meetings,distributedpamphletsandlobbiedstatelegislaturesandtheUS Congressdemandingactiontoabolishslavery.‘EvenaftertheAmerican CivilWar,thesocietystillcampaignedforconstitutionalamendmentsand civilrightslawstoprotectthegainsofthenewlyfreedslave.Thisledto thepassingofthe13thAmendmentabolishingslavery.’ Theword‘mass’thereforecanbegivenpositive,negativeorundifferentiated associations depending on the political perspective adopted. For example, positive in socialist rhetoric sees the masses as a source of strength,whilenegative,whenassociatedwiththedictatorsofthe1930s, subscribes to individualistic and elitist cultural values. However, in a communication context it refers to a large, seemingly undifferentiated audience. This is essentially an asymmetrical stance, because message receivershadlittlechancetosharetheirperceptionswiththemassofother messagereceiversupuntilthenewtechnologyallowed,forexample,chat roomsontheweb.
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2
1 Culturalist
Materialist 3
4
Society-centric
Figure6.1 Perspectivesonmediaandsociety Source:McQuail(1994) Key Media-centric/society-centric:themedia-centric/society-centricdimensioncontrasts approachesthatfocusonthemedia’sownsphereofactivityandseeitasaprimary moverinsocialchange,asopposedtowherethemediaareseenasreflectingwider political, social and economic forces. The other dimension takes a view which emphasizescultureandideasasopposedtomaterialforcesandfactors.McQuail sees these two dimensions as being independent. This allows for four different perspectives on media and society, and is a useful organizational barometer for mediarelationswhenplanningresponsestoparticularlysensitiveissues. Mediaculturist/mediamaterialist:thecorporatecommunicationorbusinessstrategyofafirmatanyparticularmomentorsituationwillinfluencetheapproachtaken by the public relations planner. From a media/culturalist view, an organization mightconcentrateonthecontentandreceptionofmediamessages;forexample, whetherapublicrelationscampaigntoconvincethepublicthattheorganization improved the environment was being received by active members of the green movement in the way the organization desired.A media/materialist approach, for example, would look at the role that technological developments such as theinternetwerehavingonthemediachannelsavailabletothepublicrelations programme. A society/culturalist approach offers less of an emphasis on the mediaitselfthanonitssocialrole,particularlytheroleofthepressininfluencing socialandpoliticalattitudes.Finally,asociety/materialistperspectivewouldsee themediaanditsinfluenceasderivingfromeconomicandmaterialconditionsin society;thiswouldbeanextremeexampleofMcQuail’squadrant.
MESSAGEMODELLING Apluralistic,processapproachtoanystrategicpublicrelationsendeavour inevitably involves the mass media at some point. There are a number 96
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ofdifferentmodelswhichhelptoshowhowitmightinformthepublic relationsmanageroftoday’sorganization.Theseinclude: Thetransmissionmodel–thismodelviewscommunicationastransmittingafixedamountofinformation.Thesequenceofsender–message– channel–receiverisnowseenasnaiveandisreplacedbythesequence ofeventsandvoicesinsociety,channel/communicatorrole,message, receiver,therebyrecognizingthatthemassmediaarenottheoriginators of the message, but rather that they are relaying their account of a selectionofevents. The ritual or expressive model – the former model implies that there is an instrumental motive in the communication process, that the messageistryingtoachievesomething.However,communicationis sometimesseenasaformofritualwhenitexpressessharing,participation, association, fellowship and the possession of a common faith. Many advertising campaigns exploit the mass media in this way, not transmitting information about the product or service but rather associating it with a supposedly shared value. For example, a butter product might be associated with factory-produced beer as representingtraditionalimagesofrurallifeandthecountryinn. Thepublicitymodel–thisseesthesenderasnotattemptingtotransmit anything,butrathersimplyseekingtocatchvisualororalattention.The publicmayseethemedianotsomuchasasourceofinformationbut asescapismfromeverydayreality.Manyorganizationsfinditpossible toexploitthisaspectofthemassmedia,especiallyorganizationssuch asGreenpeace,whocanprovideexcitingandattention-grabbingfilm footage such as a motor boat cutting across the bows of a Japanese trawler,whichguaranteesmediaattention. Thereceptionmodel–thisarguesthatanymeaningfulmessageisbuilt upwithsignswhosemeaningsdependonchoicesmadebythesender orencoder.Receiversordecodersarenotofcourseobligedtoaccept themessagessent.Theycanputtheirowninterpretationonwhatthey receiveandthereforeareceptionmodelisdependentonanencoding and decoding process by those involved in sending or receiving communication. Allorganizationsplantheirrelationshipwiththemediaaspartoftheir overallpublicrelationspolicy.Hereitisnotpossibletoproceedwithout some comment about the term ‘public relations’ and the dilemma in whichtheCharteredInstituteofPublicRelationsfindsitselfintermsof itsownidentityandreputation.Publicrelationshasacquiredapejorative associationinthemindsofmanypeoplebecauseithasbeenperceivedas beingaprocessbywhichorganizationsattempttoconcealthetruthabout theiractivitiesbehindasmokescreen.Inpoliticalcircles,apublicrelations 97
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practitionerhasbecomea‘spindoctor’whosenarrowlydefinedfunction istodeflectpubliccriticismandtodefendhisorhermastersormistresses frompubliccriticism.Theshortenedmarketingacronym‘PR’forpublic relationsissymbolicofthisand,someargue,hasaddedtotheprofession’s statusdifficultiesasitisoftennotregardedasadisciplinebasedonreliable andvalidempiricalmethodologies.Educators,therefore,usuallyavoidits usewhereverpossible,inthesamewayastheywouldnotrefertoCAfor charteredaccountancy.
THINKGLOBAL,ACTLOCAL Someofthekeyissuesaffectingcorporatestrategyrelatetoglobalization and the new technology, which have brought about the globalization of markets, the development of worldwide networks, a widening of membershipforpressuregroupsandabroaderanalysisofcompetition. It therefore seems an almost pointless exercise to plan strategically in a chaotic environment in which the notion of managing risk appears bydefinitiontobeamisnomer.Ifthepowerofindividualnationstates to control national economies has become limited, the problems of a borderlessworldbecomemoreacute. As most public relations practitioners know, campaigns have to be plannedatthegloballevel,butactedoutatthelocallevel.Theimportance of region states or areas is defined by some degree of economic logic whichmayliewithinanationstateorcross-nationstateboundaries.So, justastherelevanceofthenationstateisbeingcalledintoquestion,itis apparent that the modern multinational is continuing to lose what was leftofitsnationalcharacter.Reich(1990)givestheexampleofWhirlpool whichnowemploys43,500peoplearoundtheworld,mostofthemnonAmerican,in45countries.HepointsoutthatTexasInstrumentsdoesmost ofitsresearchanddevelopment,designandmanufacturinginEastAsia. Reichshowedthatacompany’smostimportantcompetitiveassetisthe skillsandcumulativelearningofitsworkforceifitisequippedtocompete intheglobaleconomy. Jolly(1996)wrotethat,asevidenceofaglobalpublicrelationsstrategy, acompanymustbeabletodemonstrateselectivecontestabilityandglobal resources.Selectivecontestabilityiswherethecorporationcancontestany marketitchoosestocompetein,butcanbeselectiveaboutwhereitwishes tocompete.Itispreparedtocontestanymarketshouldtheopportunity arise and is constantly on the global lookout for such. In the chapter covering marketing communication we saw that such organizations representpotentialnewentrantsinallglobalmarkets. The corporation may have to bring its entire worldwide resources to bear on any competitive situation it finds itself in anywhere in the 98
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world.Customersknowthattheyaredealingwithaglobalplayereven ifitisemployingalocalcompetitiveformula.Thusglobalstrategiesare not standard product market strategies which assume that the world is a homogenous border-free marketplace. Nor are they just about global presence. If what the corporation does in one country has no relation towhatitdoesinothercountriesthatisnodifferentfromdealingwith variousdomesticcompetitors.Finally,globalizationisnotjustaboutlarge companiesnowthattheinternetmakesitpossibleforsmallcompaniesto tradeworldwide.
TODAY’SFUTURE Thefullpotentialimpactoftheinternetcannotyetbeassessed,butthere isclearlystrategicpotentialforusingitasaninformationandtransaction channel,fordistributingnewsandforbuildingcommunicationchannels. Webpagesneedtobeconstantlyupdated,whichrequiresinvestmentin multimedia expertise. The design and research aspects of managing an organization’sworldwidewebsiteareofferinggrowthpotentialformany publicrelationsagenciesandconsultancies,albeittheiruseisincreasingly complexintermsofcorporatecommunicationplanning.Thecliché,‘think global(big),actlocal(small)’isnolongerenoughunlessevaluationstands uptotherigourofquantitativeandqualitativeauditsacrossbarriersof culture,language,traditionsandbeliefs. New research techniques such as web analysis using tools like new generation eye-trackers to collect objective data are changing the face of promotional planning via ‘saved time’, IT talent and new challenges to creativity. However, in the management of press and other public relationsdeadlinesandthecreativepublicrelationstalentthatgoesinto campaigning, the ever-changing demands of media law should never be underestimated.Areas in European law such as libel, copyright and intellectualpropertyarecriticaltotheunderpinningofanypublicrelations campaign or strategy. If an organization’s reputation is to be protected, theremustberespectforthespiritaswellastheletterofthelaw.Inthenot toodistantfuture,thereislikelytoemergearashofcomprehensiveand sophisticatedbooksonthenewtechnologiesfrommasscommunication specialists.
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CAMPAIGN:ROYALCARIBBEAN INTERNATIONAL,USA RoyalCaribbeanInternationalembarkedonacampaigntoraiseport securitytoanationalissueofequalimportancetoairportsecurity,inthe processpositioningitselfasapartnertothegovernmentinitsquestto securetheUnitedStates.Additionally,thecampaignpositionedRoyal Caribbean as a stakeholder partner to consumers, showcasing the safetyinnovationsthecompanyinstitutedtoprotectpassengers.Port security regulations were subsequently imposed, a range of positive mediaplacementswasproducedandthecompany’sstockpricesoared alongwithincreasedcruisingactivity.
Challengevsopportunity DespitethecreationoftheDepartmentofHomelandSecurityandthe investmentofbillionsofdollarsbyfederal,stateandlocalgovernments tobetterprotectthecountryagainstthosewhowishtodestroyit,a continuingsenseofvulnerabilityprevailed. FewscenariosfrightenAmericansmorethantheprospectofsomeonesmugglinganuclearweaponintothecountrythroughoneoftheir 5,000-plus US port facilities. In a country that received more than 7 million pieces of container freight that year, such a scenario was no longer considered to be far-fetched, but was perceived as a realistic dangerdemandingcompleteattention. However,thetaskofsafeguardingUSportsconsistentlyfounditself to be of secondary concern in the government’s homeland security efforts,evidencedbythefactthatonly5percentofincomingcargo wasbeinginspected.TheUSgovernmentdedicatednomoneyatall forseaportsinits2003and2004budgetsand,ofthe$5.4billionthe CoastGuardestimatesitwouldcosttofullysecureUSports,theBush administrationspentjust$395million. At the same time, all sectors of the travel industry felt the impact causedbytheongoingthreatofterrorismamidstanalreadydepressed economy.AddthewarinIraq,theSARSoutbreak,risingfuelpricesand theNorwalkvirus,andtheUScruisingsectorexperiencedoneofthe mostchallengingbusinessenvironmentsever.
Research It was imperative to illustrate that port security was not only being overlooked by many policymakers, but was also an issue that was
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critical to the success of the government’s overall homeland security efforts.Keyfindingsofsubsequentresearchincluded: anestimated212,000vesselsbrought7.3millioncontainersinto thenation’sportseachyear; ofthe$827billionoftradedonewithcountriesoutsideofNorth America,95percententeredthecountrybyship; less than 5 per cent of containers entering US harbours were searched; funding for devices that could detect radioactive material had stalled;and disruption of activity at a major US port would have enormous economicimplications,evidencedbyeventsinthepreviousautumn when a 10-day strike by dock workers at Oakland and 28 other WestCoastportscostbusinesses$2billionadayinlostsales.
Strategicplan Astrategiccampaigngoverningfourkeyprincipleswasdesignedwhich would: makethecasebyeducatingkeyaudiencesandbuildheightened awarenessofthecriticalimportanceofportsecurity; elevate the expert by driving awareness and credibility of Royal Caribbean through ongoing dialogue with policymakers and influentialmediaoutlets; build a committed brand by positioning Royal Caribbean as a devotedleaderinsafeguardingthenation’sports,aswellasacompanystronglycommittedtoprotectingitscustomersinanenvironmentwheremanyhaveconcernsabouttravel;and movethebottomlinebybuildinguponthere-energized,committed RoyalCaribbeanbrandtodrivetowardsstrongeroverallbusiness growth.
Operationalstrategy Meetings for Royal Caribbean with key policymakers in Washington, including the Department of Homeland Security, were secured. A speakingopportunityforCaptainBillWright,RoyalCaribbean’ssenior vice president of safety and security, at the prestigious McGraw-Hill HomelandSecuritySummitinWashingtonDCwasarrangedtobuild credibility. Further meetings between Royal Caribbean personnel and key journalists in Washington were organized to forge media/press
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relations and to increase the company’s pedigree and showcase its commitmenttothehomelandsecurityeffort.
Evaluationoutcomes Theperceivedimportanceofportsecurityasanationalissuesteadily increased. Federal regulations took effect by the end of the year, requiringmorethan5,000portfacilitiesand10,000vesselstoassess their potential vulnerability and develop plans to plug security holes, includingestablishingbaggage,cargoandpassengerscreeningsimilar tothatatairports.Approvedplanshadtobeputintoplacedomestically andabroadbyacertaindate.Steeringtheissueofportsecuritytowards nationalprominencewasRoyalCaribbean.Fuellingthechargewasa steady stream of media interviews, including an on-ship feature on CNBCtoutingRoyalCaribbean’ssecurityprowess,andinterviewswith thelikesoftheWallStreetJournal,BusinessWeek,WashingtonPost, andtheNewYorkTimes. Evidencing the success of the campaign, CNBC chief intelligence expertChrisWhitcombsaid: RoyalCaribbeanandCelebrityCruises(alsoownedbyRoyalCaribbean International)hosted2.8milliontravellerslastyearaboard25shipswith nomajorincidents.Inaworldwhereterrorismisjustoneofmanysafety concerns,thatseemsaprettyremarkableachievement.
WhiledrivinghomeitskeysecuritymessagestoboththefederalgovernmentandtheUSconsumer,thestrategiccampaignalsocommunicated thefinancialstrengthofthecompanyanditsleadershippositionwithin the cruising industry. On 1November 2002, Royal Caribbean shares tradedat$18.47.By1October2003,thatsharepricestoodat$29.05. Asnotedina24AprilInvestor’sBusinessDailyfeatureonthecompany, ‘whilemostbigairlineswereawashinredinkin2002,RoyalCaribbean managed to grow its year-over-year earnings 21 per cent’. CNNfn thoughtsomuchofthecompanythatitmadeitthe‘stockoftheday’ on7April. The campaign also helped to re-ignite confidence and interest in cruisingamongtheUSpublic,therebyhelpingtoencourageamuch talked about industry rebound. While other travel sectors struggle, cruisingcontinuestothrive.Havingemergedfromachallengingtravel environment,RoyalCaribbeanisperceivedinkeycirclesasthecruise brandleader.
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REFLECTION Basedontheinformationprovided: i.
Which of McQuail’s five media characteristics were important to Americansocietyinrespectofcruisingactivity? ii. Which media perspective did Royal Caribbean International take whenaddressingthechallengeofportsecurity? iii. Which of the four mass communication models described in the chapterappeartounderpinthecampaignandwhy? iv. Describesomeoftheissuesandtheirpotentialconsequencesbetween thecompanyandgovernmentaskeystakeholder. v. Describesomeofthefactorsnecessarytoretaincorporateconfidence throughongoingrelationswithotherstakeholderssuchascustomers andjournalists.
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Researchmethods: measuresand motives Mostmanagementdisciplinesthatarewellregulatedandwellregarded arefoundedinestablishedpracticesthatarerigorouslyresearched.Given that public relations is a management discipline, the lack of a reliable, generic research base in public relations has been a hindrance to the profession. For example, measuring the effects of core strategic public relationsprogrammesovertimeasavalue-addedcorporatecomponentof anorganization,whetherinprofitornot-for-profitenterprises,demands bothpureandappliedresearchskills.Itisnotpossibleinasinglechapter toofferasystematicexplorationofalltypesofresearchandmethodsof evaluation, but some key concepts and approaches are described as an introduction to social science research as it relates to public relations theoryandpractice.
ARTVSSCIENCE Amorescientificapproachtoevaluationisemergingbasedondevelopmentsfrommediastudies,marketresearchandmorespecificallyfromboth 104
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audienceandsocialpsychologyresearchtoolssuchasMRIs,eye-trackers andotherhigh-techdevelopments.Thesedevelopmentsprovideessential informationforthejustificationofpublicrelationsbudgetsthroughquality assured evaluation of strategic public relations programmes. The DoziermodelshowninFigure7.1providesaconceptualmatrixbywhich practitionerscanclassifyandreporttheimpactoftheiractivities. Evaluationandresearchalsoplayanincreasinglyimportantroleinthe underpinningofstrategicpublicrelationssystemsandprocessesthrough the systematic gathering, recording and analysing of data relating to image,identity,reputationandperceptionbyallstakeholdershavingan interestinthesuccessordevelopmentofanorganization.Theseinclude research into such elements as advertising effectiveness, media efficacy andcorporateimage,bothinternallyandexternally. Asthesourcesofinformationgrowandbecomemoreeasilyaccessible (governmentstatistics,businessdirectories,specialistdigestsandpocket books,internationaldata,specializedtradeperiodicals,internetdatabases, etc),publicrelationsdecisionmakingimprovesallthetime.Addedtothis is the better quality of industrial and other surveys, including attitude surveys,fieldsurveysandinterviewtechniques. In successful companies, systems are constantly changing and so executives’knowledgeanddailycontactwithoperations,themarketplace
Content of evaluation
Preparation
Dissemination
Impact
Individualistic
Communication activities prepared via application of internalized professional standards of quality
Dissemination of messages evaluated by reactions of mass media professionals
Impact of PR activities evaluated via subjective qualitative ‘sense’ of publics’ reactions
Scientific
Communication activities prepared via application of scientifically derived knowledge of publics
Dissemination of messages evaluated by quantified measures of media usage of messages
Impact of PR activities evaluated via objective, quantitative measure of publics’ reactions
Figure7.1 Contentandmethodinevaluation Source:Dozier,inGrunig(1992)
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and consultancies create an ever-evolving strategy formulation process. Atpublicrelationsconferencesandmeetings,workshopsandcommittees, people from competing companies, suppliers and customers talk to eachotherandinthiswayoftenlearnaboutthefirstsignsofsignificant developmentsinthetoolsandtechniquesavailable. Theimplementationofacommunicationstrategyisoftennotthought outuntilthebusinessstrategyhasbeenadoptedbyamainboardorother seniormanagement.Implementationisthensometimeslefttothetactics peoplewithoutclearguidelines,withtheresultthattop-downapproaches oftenignorethecontributionthatpublicrelationsmakestocompetitive advantageinaknowledgemanagementeconomy. At a strategic level, public relations affects the whole organization andso,inevitably,theinvolvementofalltopmanagementiscrucialfor success.Atanoperationalortacticallevel,awarenessofpublicrelations outcomes at the very least is crucial and needs to be coordinated and managedeffectively,particularlyatthepointofdecisionmaking.Tactical communicationdecisionshavetobeseentofitintocorporateorbusiness objectives and this requires corporate communication coordination at boardlevel.
VALIDITYANDRELIABILITY Experiencedpractitionersareonlytoofamiliarwiththedangersinherent in allowing style and creativity to run away with the substance of the originalbriefanditsmessage,notleastwhenacampaigntakesonalife ofitsownoutsidetheremitofthestrategicplan.Withtheinternethaving driven general awareness of the importance of sound information as a meansofinfluencinggroupmanagementsandtheirgovernancepolicies, the corporate communication industry finds itself revisiting post-war Europeanprecepts.Inthe1960s,atthedawnofmasscommunicationas we know it today, social scientists such as Otto Lerbinger and Albert J Sullivan(1965)publishedtheirnowclassicmodelofthefourelementsof communication: information, influence, impact and empathy. For many practitionerstheinternetisnodifferentfromcollectingdatabytelephone, letterorfax,butitdoesfacilitatethecollectionofdatafromlargergroups ofpeopleandthusproducewidersampling. Thepublicrelationsindustryhastendedtorelyonresearchdevelopments from the United States and thus most of the principles which Europe nowfollowsaredeemedtobefairlyuniversal,albeitwithaclearcaveat in terms of cultural similarities and differences alongside national and professional ethical protocols. Most practitioners are familiar with the advantages and disadvantages of internet-based research methods, not
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leastintermsofenvironmentalscanningormonitoringofmediaandother informationsources.Thesesecondaryresearchmethodsareinformaland cansupportformalresearchmethodswhichrequireinferentialreasoning, bothquantitativeandqualitative. Themostpopularuseofonlinecommunicationisethnography,where onlinediscussiongroupscanrevealpatternsofsocialrelationshipseven thoughparticipationistakingplaceinavirtualspaceviachatroomsor videoconferencing.Anotheruseisgatheringqualitativeresearchviafocus groups,andheretheadvantagesanddisadvantagescomparedtoface-toface,includingpersonalinterviewing,areaboutequal.Theotherkeyuse is online social surveys by e-mail and web surveys which can be used tosupplementtraditionalquestionnaires.Thisistheareaattractingmost governmentinterestasameansbywhichdemocracycanbesustainedvia the ballot box. Bryman (2004) identifies the critical differences between synchronous and asynchronous methods of data collection, the former beinginrealtime,egonlineinachatroom;thelatterwherethereisan onlinetimelagbetweenthepartieswhichisofunknownduration.This hascriticalimplicationsforlong-termpublicrelationsplanning. Some of the most interesting developments in online communication are the integrative approaches being taken by large organizations to teleworking, which concerns itself with both top-down measures of effectivenessandefficiencyaswellasbottom-upconcernsforoperational competencies.Theimplicationsforthepublicrelationsandcommunication industry are significant. Illegems and Verbeke (2004) demonstrated that broader strategic considerations, beyond immediate impact on the bottomline,doinfluencethechoicetoadoptthepracticeofteleworkor remoteworking,becauseteleworkingrequiressettingclearperformance objectivesandmeasurestoasophisticateddegree‘asbusinessandsociety becomesincreasinglyITcapable’(p333).Clearly‘thestudyofteleworkin multinational enterprises may be particularly important… to assess the impactoflocationandactivityscopeofaffiliateswithinasinglefirmon the adoption of this practice’ (p 332). Illegems and Verbeke cite AT&T, Signa,EliLilly,HewlettPackardandNotelasjustfiveofsome1,000global companies adopting teleworking. Figure 7.2 offers two perspectives on telework which will influence future organizational communication strategies.
BALANCEDSCORECARD Thebalancedscorecardasatoolforin-housecommunicationpractitioners isonlyhelpfulinfacilitatingandcontrollingpublicrelationsperformance measurementsformanagementifitisappliedasastrategyimplementation
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Managerialfiatin functionofshort-term cost/benefitcalculus
ConventionalPerspective
NewPerspective
Availabilityofnewinformationand communicationtechnologies(ICT)
Managerialassessmentof teleworkcontributionto organization’scompetencies
Individualpreferencesfortelework infunctionofsituational characteristics
Employee-levelassessmentof teleworkcontributionto jobsatisfaction
Teleworkadoption byorganization
Selectiveteleworkadoptionby organizations
Directmonetarycosts/benefitsfor employeesandtheorganization
Strategicimpacton organization’scompetencies
Suitability/adaptive capabilityofbroader humanresources
Figure7.2 Teleworking Source:IllegemsandVerbeke(2004)
tool and not just as a performance measurement system at particular momentsintime.AsBraamandNijssen(2004)foundwhenexploringthe performanceeffectsofusingthebalancedscorecardinHolland,‘mechanisticusewithoutaclearlinktocorporatestrategywillhinderperformance andmayevendecreaseit’(p344)andthatthewayitisusedisimportant whentranslatedfromstrategyintoaction;seeFigure7.3.
NARRATIVEMETHODS Many successful public relations programmes, including some of those tobefoundinthisbook,tellastory.Boje(2001)arguesthatastoryisan accountofincidentsoreventsbut,‘narrativecomesafterandaddsplotand coherencetothestoryline’.PhilosopherssuchasBojeandpostmodernists suchasJacquesDerriderareexercisedaboutthereliabilityandvalidityof analysis using story deconstruction. While the public relations industry recognizestheinevitablebiasinanystoryrolledoutinapublicrelations programme,italsorecognizesthatdeconstructionalanalysishasaplace incasestudywriting,thedevelopmentofobjectives,datacollection,draftingacase,testingandrevising.However,inthebroadersenseofpublic relationsaspublicaffairs,culturalconsiderationsandethicaldilemmas,the followingeightstorydeconstructionguidelines(Boje,2001,adaptedfrom BojeandDennehy,1993)canproduceusefulpointerstoforwardplanning intermsoftheacknowledgementofsensitivitiesandtheidentificationof potentialproblemsorissuesahead(seepp109–10). 108
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LevelofUse x Comprehensive Measurement Use
H1Measurement-focused-BSCuse
H2Strategy-focused-BSCuse BASELINEMODEL Strategy Company Performance Product-Market dynamics
Figure7.3 Balancedscorecardapplication Source:BraamandNijssenmodel,adaptedfromKaplanandNorton(2001) Key H1:Measurement-focused-BSCuse,iethemultiplicationoftheintensityorlevel ofusebytheusageofBSCasacomprehensiveperformancemeasurementsystem, will be positively related to company performance. H2: strategy-focused-BSC use,iethemoderatoreffectofmeasurement-focused-BSCuseonstrategy,willbe positivelyrelatedtocompanyperformance.
Deconstructionguidelines 1. Duality search. Make a list of any bipolar terms, any dichotomies that are used in the story. Include the term even if only one side is mentioned. For example, in male-centred and/or male-dominated organizationstories,menarecentralandwomenaremarginalothers. Onetermmentionedimpliesitspartner. 2. Reinterpretthehierarchy.Astoryisoneinterpretationorhierarchyofan eventfromonepointofview.Itusuallyhassomeformofhierarchical thinkinginplace.Exploreandreinterpretthehierarchy(eginduality termshowonedominatestheother)soyoucanunderstanditsgrip. 3. Reveal voices. Deny the authority of the one voice. Narrative centres marginalizeorexclude.Tomaintainacentretakesenormousenergy. Whatvoicesarenotbeingexpressedinthisstory?Whichvoicesare subordinate or hierarchical to other voices (eg, who speaks for the trees)? 109
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4. Othersideofthestory.Storiesalwayshavetwoormoresides.Whatis theothersideofthestory(usuallymarginalized,under-represented, orevensilent)?Reversethestory,byputtingthebottomontop,the marginalincontrol,orthebackstageupfront.Forexample,reverse themalecentre,byholdingaspotlightonitsexcessesuntilitbecomes afemalecentreintellingtheotherside;thepointisnottoreplaceone centrewithanother,buttoshowhoweachcentreisinaconstantstate ofchangeanddisintegration. 5. Denytheplot.Storieshaveplots,scripts,scenarios,recipesandmorals. Turn these around (move from romantic to tragic or comedic to ironic). 6. Findtheexception.Storiescontainrules,scripts,recipesandprescriptions.Stateeachexceptioninawaythatmakesitextremeorabsurd. Sometimesyouhavetobreaktherulestoseethelogicbeingscripted inthestory. 7. Tracewhatisbetweenthelines.Tracewhatisnotsaid.Tracewhatisthe writingonthewall.Fillintheblanks.Storytellersfrequentlyuse‘you knowthatpartofthestory’.Tracewhatyouarefillingin.Withwhat alternativewaycouldyoufillitin(egtracetothecontext,theback stage,thebetween,theintertext)? 8. Resituate.Thepointofdoing1to7istofindanewperspective,onethat resituatesthestorybeyonditsdualisms,excludedvoicesorsingular viewpoint. The idea is to reauthor the story so that the hierarchy is resituatedandanewbalanceofviewsisattained.Restorytoremove thedualitiesandmargins.Inaresituatedstorytherearenomorecentres.Restorytoscriptnewactions.
INTERTEXTUALITYANALYSIS Clearly, one area that is of particular significance to public relations practitioners is the way that press releases are written and designed to be read by different audiences. It is therefore useful to understand a little about intertextuality analysis so as to appreciate how each story is‘informedbyotherstoriesthatthewriterorreaderhasheardorread and their respective cultural contexts’. Boje believes that the narrative analysis of novels can be applied to organizational narratives as well, namely textual productivity, social and historical intertextual networks, intertextual distribution and consumption, intertextuality and carnival –whatBojedescribesas‘thetheatricalresolve...torendervariousclass, race, gender distinctions harmonious and therefore hegemonic with the commonsenselegitimationofcorporatetexts,includingstrategy,identity andharmoniousrationales’(p76).Figure7.4suggestshistoricalandsocial questionsinintertextualanalysis. 110
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Precedent texts
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Global social contexts Whose social identities get constituted? Who has access to being included in the text? Who does the text quote? Who speaks for whom? What institutions commission the text? How are parts of other texts incorporated into the text (quoted or interpreted)? How are various stories incorporated? What is the time and place of each utterance? What are the footprints of the author?
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Whose conventions (genres, styles and types) does the text incorporate? Who is the text distributed to for consumption? Who are the audiences this text is designed to be interpreted and read by? What is selected as newsworthy for target audiences? What are the ‘common sense’ or ‘insider’ terms? What are the parodies, ironies and metaphorization? What interpretative matrix does the author construct for readers to consume?
Anticipated texts
Local contexts
Figure7.4 Historicityandsocialquestionsforintertextualanalysis Source:Boje(2001)
Anotherkeymethodofstorytellinganalysisoutoftheeightofferedby Bojeisthemeanalysis.Inductivethemeanalysisispopularamongsome publicrelationsresearchagenciesintheirsearchforpatterns,particularly ofculturalmeaningbasedontaxonomiesofsimilaritiesanddifferences. Forcreativesinaglobalcontext,awarenessofbasicnarrativethemesis likelytoprovebeneficialinthefuture.InthetaxonomyshowninFigure 7.5,fourtypesofnarrativeareconsidered:bureaucratic,quest,chaosand postmodern. Given that the sequence of public relations objectives will normally includeinformationalobjectives,motivationalobjectivesandbehavioural objectives(Stacks,2002),narrativemethodsforcommunicationandpublic relations research play an increasingly significant part in qualitative research. Intellingstories,anattemptisoftenbeingmadetopersuadethrough simpleorstraightforwardexplanation.Withthepopularizationofscience and technology, even generalizations must be based on clear, impartial evidence. Illustrations often contribute to clarity, with television and new media excelling in the speed at which they produce diagrams for newsandcurrentaffairsprogrammes.Evenwhenannouncingamedical breakthroughorpresentingtopicalissuessuchasnuclearenergy,accuracy and clarity in reporting relies on the judicious use of language in its cultural context. Barrass (2002) reminds us that, although scientists and engineersarebeingaskedtowritewellthesedays,manytechnicalterms haveadditionalmeaningsineverydayuseandcitesthewords‘allergy’, 111
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Key Etic Emic Both Antenarrative Scientific knowledge narrative
CHAOS Chaos(emic/etic) Complexity Adaptivesystems Edgeofchaos
BUREAUCRATIC Hierarchy Redtape Functional Stuckintradition
Aesthetic knowledge narrative
Polyphonic narrative
Monophonic narrative
ANTENARRATIVE Betweentheboxes Flowsbetweencells Intertextual Polysemous Multilayeredandembedded Storynetworkingbehaviours Excessnotinthistaxonomy
QUEST Call(individual/organization) Journey(individual/organization) Return(individual/organization) Reorganizationadventures
POSTMODERN Post-industrial Post-Fordist Postmodern
Figure7.5 Basicnarrativethemes Source:Boje(2001)
‘neurotic’and‘subliminal’asexamples,withthereminderthatscientific and technical evidence must ensure that such words are used ‘in the restricted scientific sense’ (p59). Narrative methods must never deflect from consistency and predictability (reliability) or from validity which challengesourperceptionsbothculturallyandpsychologicallyduringthe collectionandmeasurementofdata.
PRASASOCIALSCIENCE Thepublicrelationsandcommunicationindustryreliesoninterdisciplinaryandmultidisciplinaryresearchmethodologiesintheconductofsocial research, including quantitative and qualitative theories, epistemology, ontology, the impact of values and the practical considerations of each 112
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factor.Inacomplexweb,acrossoverbetweenmarketresearchandcommunication research can occur at any point in the choice of method, in the formulation of research design and data collection technique, in the implementationofdatacollectionandintheanalysis,interpretationand conclusionsreachedaroundthatdata. Astakeholderapproachclarifiestheboundariesinthatthequantitative andqualitativeresearchstrategiesforcollectingmarketingcommunication data will address issues specifically related to the needs of customers, suppliersandbuyers/producers.Thisistruewhethertheresearchdesign is experimental, cross-sectional, longitudinal, comparative or survey researchonasinglecasestudy.Evenwiththedevelopmentofvalue-added publicrelationstothebottomlineviaintegratedmarketingcommunication models,thestrategicelementsarestraightforward,particularlyinrespect of sampling, both probability sampling (random sampling) and nonprobability sampling (non-random sampling). Although market-related public relations is deemed to dominate in terms of fee income around consumerproductscomparedtofeeincometothepublicrelationsindustry emanating from corporate, environmental and governmental areas, the impactandoftennegativecriticismoftheindustryisfeltlessbecauseit has little or fewer social and political implications. This is particularly relevantwhenmeasuringpublicrelationscampaignsandcommunication programmes,suchassurveysoflevelsofawarenessorrelatedattitudes, whenmeasuringaudiencereceptionormeasuresassociatedwithchanges in behaviour, eg the behaviour of managers following an internal communicationauditandcorporategovernanceinitiatives.Therangeof otherstakeholderssuchasshareholders,educators,mediaopinionleaders, churchesandstatemaybeappropriatetargetsforthesellingofaproduct orservicebut,intermsofpublicrelationstheory,sellingisusuallyaonewayprocess(information)notatwo-wayprocess(communication). Population classification systems may rely on research lists such as Mosaic,whichisbasedoncensusdataintheUKbutalsoincludesother data sources to produce of system of 11 groups, which includes Urban IntelligenceandRuralIsolation.Othergeo-demographicsystemsinclude TheAcornConsumerclassificationwithfivegroups:wealthyachievers, urban prosperity, comfortably off, moderate means and hard pressed. These have been adapted to serve the classification needs of specific marketssuchasinvestorsandfinancialmarkets. Theorycanofcourseemergefromthecollectionandanalysisofdata, and qualitative research is often applied in the testing of theory ahead ofdatacollection.However,multi-strategyresearchrequiresconsiderable research experience, skill and training and the ability to handle the outcomeswhichcanbeplannedorunplanned,qualitativeorquantitative. Althoughthisbookisnota‘howto’bookandsodoesnotinstructthereader inhowtocarryoutquantitativemethodologiessuchasbivariateanalysis, 113
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multivariate analysis or statistical significance methods, nor qualitative methods such as interviewing, surveys or participant observation, a chapter on research would be remiss without mentioning the software package, SPSS for Windows. This is the most widely used package of computersoftwareforanalysingdatabecauseitsavestimeandisfairly easy to learn. Most public relations postgraduate programmes include training in it, or if they don’t they should do so, because experience of SPSS is necessary at research planning and public relations programme designstage,whereitisparticularlyimportantforcodingorlabellingdata orunitsofanalysisandthecodingframeinrespectofthecodingofopen questions.Incontentanalysis,codingschedulesareproducedasformson whichallthedataaboutanitembeingcodedisenteredandpreserved. Therearenowstatutoryresearchethicalgovernanceandregulationrules whichmustbeadheredtointheUKandtheseunderpintheCIPR’scode ofconductandethicalstatements.
CAMPAIGN:MARRIOTTHOTELGROUP, INDONESIA On5August2003,abombexplodedattheMarriottHotelinJakarta’s businessdistrict.Rumourscirculatedofal-Qaedaterroristconnections, tourism was threatened, hotel occupancy plummeted overnight, and anxiety skyrocketed among the business community. Decisive action wasneededtocurbgrowinginsecuritiesamongthepublic,touristsand thebusinesscommunity. IndoPacificwasappointedbytheJakartaGovernorafewdaysafter theMarriottbombingtoestablishamediacentretoserveasafocusfor incomingandoutgoinginformation.Thiscentrereceivedpraisefrom mediaandofficialsalikeforprovidingacentralcoordinationhuband assistinginminimizingthedamagetoIndonesia’sreputationcausedby unverifiedandinaccurateinformation.
Challengevsopportunity The blast at the Marriott, which killed 12 and injured almost 150, cametwodaysbeforetheverdictinthetrialofakeysuspectinthe Bali bombing, resulting in speculation of a conspiracy. The bombing heightenedfearsthatIslamicmilitantswouldcontinuetotargetforeign investorsandtourists. After the bombing tragedy in Bali eight months earlier, the international media descended on Jakarta to confirm whether al-Qaeda
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wasoperatinginIndonesia.Indonesiansfelttheirimageandculture, asapredominantlyMuslimcountry,wereunderattackinternationally. Negative articles about how Indonesia handled terrorism steadily increased. AftertheBalibombing,uncertaintywasexacerbatedbytheunavailabilityofacentralcoordinationpointformedia.Contradictorystatements were released from different parties. There was an urgent needforconsistentcoordinatedmessagesandanintegratedflowof information on the response of government officials, Islamic leaders, diplomatsandthebusinesscommunity.
Research Despitetheunexpectedcontextofcrisis,theagencyusedlessonslearnt fromtheirhandlingofthemediacentreaftertheBalibombing.They neededtodeterminethemoststrategiccommunicationtoolstoreach abroadaudiencequicklyandeffectivelyanddevelopkeymessagesthat would contribute to restoring Indonesia’s reputation. Spokespersons andofficialsmostindemandbynationalandinternationalmediawere identified.
Strategicplan Giventhetimeconstraints,theagencywouldneedtoimplementtwo fundamentalactivitiessimultaneously.Thefirstwouldbetoopenthe mediacentreatanotherhotelon10August2004toserveasasourceof continuousupdatesandacentralmeetingpointformedia.Thesecond was to build a network of government officials, journalists, religious leaders, diplomats and other resource people, and briefing them on howtocommunicatekeymessageseffectively. Theobjectiveswereto: controldamagetoIndonesia’sreputationinternationallybycommunicatingstepsbeingtakenbytheauthorities; anticipate potential issues that may arise and provide credible first-handinformationtointernationalandnationalmediaonthe authorities’effortsagainstterrorism; utilizeinternationalandnationalmediabyrestoringtheconfidence offoreigninvestorsandtourists,gainingsupportfromIndonesian citizens in countering terrorism, and explain the role of Islam in modem Indonesia and the concept of jihad as distinct from terrorism.
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Continuityplanning
Marriottwouldcontinuebusinessoperationsasnormalwithforeign/ domestic investors and the business community, and it would maintaininvestmentwithactivesupportfromtheauthorities. The positive steps being taken by Indonesian officials would be presentedtointernationalandnationalmedia. Balanced news stories about security would be provided along withregularupdatesforthepubliconhowIndonesiawashandling security. International concerns about terrorism would never be taken lightly and information from government officials would remain transparentatalltimes. TheconfidenceofcitizensandforeignvisitorsinIndonesia’sability tohandlesecurityissueswouldhavetobemaintainedwhilecarrying outdailyactivitiesasusual,albeitwithheightenedvigilance.
Keymessages ThesewerethattheIndonesianauthoritieswerecommittedtocracking down on those with terrorist links by working quickly to catch the perpetrators;Indonesiaremainssafeforbusinessandtourism;andthat bombattacksarenotonlycarriedoutbyMuslimsandindeedmostof thevictimswereMuslims.
Operationalstrategy Thecommunicationchannelsandvehiclesincludedtheestablishment ofanoticeboardoutsidethemediacentredisplaying24-hourcontact numbers, schedule of guest speakers at twice daily media briefings, mediaannouncementsandupdates,contactinformationforembassies andotherresources.Invitationswerefaxedtoallmediaondailybriefings,andtheIndoPacificwebsitewasusedtoprovidetranscriptsofall mediabriefingsinEnglishandIndonesianforglobalmediatodownload. Immediatelyfollowingthebombing,meetingswereheldbetweenthe JakartaGovernorandIndoPacifictoestablishatriangularcooperation betweentheJakartaprovincialadministration,JakartaPoliceandthe JakartaInternationalHotelAssociation(JIHA). Allinternalandexternalcommunicationsoriginatedfromthemedia centre.Twice-dailymediabriefingswereheldwithscheduledspeakers, including representatives from the police, Governor’s office, security firms, chambers of commerce, religious organizations and hospitals. Theministersofforeignaffairs,tourism,andpoliticsandsecurityalso addressed the media. Implementation focused on internal relations, 116
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which involved eliciting commitment of the three involved parties to the media centre, designed to run for two weeks during the critical recoveryperiod,providingstandbybilingualsimultaneousinterpreters andtranscripts,andencouragingavailabilityoftheGovernorandother spokespersonswhileensuringtransparencyatalltimes. Mediarelationsactivitiesincluded: updating national and international media on topics of daily briefings; accommodatingrequestsandinputfrommediaandotherinterested parties; complying with media deadlines by immediately providing transcriptsandnotesofQ&Asessions; postingbilingualtranscriptstofacilitatemediaaccessonline;and providinginformationondifferentanglesforeachissue(business, religious,security,victimstatus,tourism)toaccommodatedifferent mediaagendas. Governmentandotherpartyrelationsinvolveddailycoordinationwith threeinitiatingparties,andpersonalapproachesandlobbyingofthe MinisterofPoliticalandSecurityAffairs,IndonesianPolice,Nahdlatul Ulama and Muhammadiyah (first and second largest Islamic groups), national and international chambers of commerce, and other frontliners. Therewaslimitedtimetoestablishamediacentreortosetuplogistics andtelecommunicationscapabilities.Suddenandfrequentchangesin schedulesofkeyspokespersonsrequiredreplacementspeakerswhen necessary,andthevaryingdemandsoflocalandinternationalmedia provedachallengerequiringconstantadjustmenttoschedules.
Evaluationoutcomes Over120journalistsrepresenting45nationalandinternationalmedia attendedthemediacentre’sfirstbriefingatthreehours’notice.There wascontinuedhighattendancethroughoutthetwoweeksandcoverage by international media included Associated Press, Reuters, CNN and theBBC.Coverageofkeymessagesbymediaproducedbalancednews stories,withover140articlesintheIndonesianmediabeinggenerated bythemediacentrewithintwoweeks.Resolutionandhandlingofall recordedmediaenquirieswerecompleteintimeforthemediacentre’s closure.Themediacentrehadmaintaineditsreputationastheprimary sourceofnext-dayeditionstoriesandheadlines,evenprovidingascoop onthegovernment’splantoissueananti-terrorlaw.
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Afterwards,theleadingIndonesiandaily,Kompas,reportedthatthe mediacentrehadmadejournalists’jobseasierandprovidedaforum forthedirectflowofassistancetovictimsfromkeysources,egMinistry of Social Affairs and charismatic Muslim cleric Abdullah Gymnastiar. It provided an early public warning of another possible attack on Indonesia’sIndependenceDayandcontributedtothedevelopmentof thepublicperceptionthatIndonesiawasmorepreparedtoacceptand dealwithterrorismonitssoil.Therupiahmaintaineditsvalueagainst theUSdollar(Rp8,953–March2003,Rp8,889–September,Rp8,965 –December)whilehoteloccupancyonlydroppedforafewdaysand returned to normal within several weeks. The Governor announced planstoestablishanewcrisiscentretodealwithbombingattacksand natural disasters, and the Minister of Tourism appointed Indo Pacific tovisitAustraliatoexplaintheIndonesianpost-bombingpoliticaland socialsituation.
REFLECTION Basedontheinformationprovided: i.
Critically appraise the content and method of agency evaluation throughtheclassicDozier1992model. ii. Giventhe criticality ofthe internet to business performance,what role,ifany,mightteleworkingandbalancedscorecardshaveplayed duringthecrisis? iii. In the news stories that emerged, which of the practical guidelines werelikelytoprovemostuseful? iv. In the aftermath of the crisis, which historical and/or social issuesshouldform part of future public relations campaign objectives? v. Thecoreactivityofanycontinuityplanningiscorporatecommunication,sohowdidMarriott’sgovernmentrelationshelpratherthan hinder?
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Theethical dimension:amoral imperative Increasingly, communication experts and public relations practitioners findthemselvesinvolvedinmediation,conflictresolutionandrelationship or personal communication development programmes. Christians and Traeber(1997)identifiedabroad-basedethicaltheoryofcommunication whichtranscendsculturesandtheworldofmassmedia.Theybelievedit couldbeacceptedbysocietyasawholeandthatorganizationswouldfind itpossibletoadoptandadaptittoformthebasisoforganizationalcodes. Christians and Traeber demonstrate that, ‘certain ethical protonorms –abovealltruthtelling,commitmenttojustice,freedominsolidarityand respectforhumandignity–arevalidatedascorevaluesincommunications indifferentcultures’.Theyconcludethat,‘weareinsearchoftheultimate andunconditionalcharacteristicsofhumanlife,fromwhichthemeaning ofhumanactionscanbederived.Communicationisonesuchact’. The development and pretesting of the means for achieving ethical objectives through research is one factor in the developing assessment frameworksuggestedearlierinthisbook.Pretestsare‘reliableestimates ofhowprogrammestrategieswillwork’,sayKirbanandJackson(1990). 119
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They warn of the danger of operating by instinct instead of employing creativeandartisticdecisionsbasedonresearch.Agenerationago,Ehling (1985)warnedthatpublicrelationswouldbeincompleteandflawedwith technician behaviour replacing management-level functioning if it were notbasedonresearch.Hebelievedthatpublicrelationsis: a decision-making, problem-solving activity essentially concerned with selectingandspecifyingendstates(goals,objectives)tobeattainedbyan organizationorgroupandwithdeveloping,programmingandimplementing efficientandeffectivemeans(coursesofaction,strategies)forattainingor accomplishingthedesiredendstates.
In1978,theworldwidepublicrelationsindustryproducedtheMexican statement, emanating from an international meeting of the same year, stating that public relations is the art and social science of analysing trends, predicting their consequences, counselling organization leaders andimplementingplannedprogrammesofactionwhichserveboththe organization’sandthepublic’sinterests.Whilekeywordsintheoriginal CIPR definition were ‘planned’, ‘mutual’ and ‘publics’, in the Mexican statement keywords are ‘research’, ‘analysing’, ‘counselling’ and ‘both’. The Mexican definition excludes knee-jerk reactions to environmental influences and indicates that public relations involves an advisory function which in any democracy requires a clear ethical stance. Public relations professionals, whether in-house or outsourced, give advice to senior managers in organizations and emphasize the need to serve the publicinterest,evenwherethattermisill-defined.
PRVSPROPAGANDA Itisessentialtodistinguishcorporatepublicrelationsfrompropaganda, becausepublicperceptionoftenconfusesthetwoconcepts.Elliott(1975) definespropagandaas: statementsofpolicyorfacts,usuallyofapoliticalnature,therealpurpose ofwhichisdifferentfromtheirapparentpurpose.Inthissensepropaganda existedbeforethetwentiethcentury,butitsimportancehasincreasedinan agewhencommunicationiseasierandwhenitismoreusefultoinfluence ordinarypeople.Thetermisusedtodescribeastatementwhichisbelieved tobeinsincereoruntrue,anddesignedtoimpressthepublicratherthanto reachthetruthortobringaboutagenuineunderstandingbetweenopposing governmentsorparties.Peopledonotusuallyadmitthattheyareissuing propaganda, and the word is much misused. Propaganda by one’s own governmentorpoliticalpartyisdescribedasapolicystatementoraspart
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Theethicaldimension ofitsnewsservice;genuineapproachesandstatementsofpolicybyanother governmentorpartyarefrequentlydismissedasmerepropaganda.
Thisisastruetodayaswhenitwaswritten. Inordertosucceed,publicrelationsmustbetransparent,freefrombias and demonstrate a two-way dynamic process where the aim is mutual understanding of the facts even if there is no subsequent agreement on policyorideology.Organizationsoftenneedtorespondtounfavourable criticism.Jefkins(1993)arguedforananatomyofpublicrelationsbased on the transfer process, which shows an organization converting four negative states into positive ones, whereby hostility is converted into sympathy; prejudice to acceptance; apathy to interest; and ignorance to knowledge.
ETHICALEVALUATION Even within the UK National Health Service (NHS), which is held in suchhighesteem,thereisstillalackofsystematicethicalevaluation.The principlesoftheDeclarationofHelsinkiarerelevanttotheNHSorany organizationintermsofefficacy,skillandreputation.Themoralprinciples fromtheDeclarationdemonstratethat: any enquiry involving human participants should not occur unless aimsandmethodscanachievethestatedandappropriategoals; anyriskassociatedwithhumanenquiryshouldalwaysbeproportional toitspotentialbenefits,rememberingthattheinterestsandrightsof individualparticipantsshouldnotbeignoredinthenameofthepublic good; individuals should not participate in human inquiry without their consent,aftertheyhavebeengivenadequateinformationaboutthe aims,methods,potentialbenefits,risksandotherpracticalimplications forthemoftheirparticipation;and theconfidentialityofindividualswhoparticipateinresearchshould always be respected, irrespective of whether their participation is directorindirect. Themoralimportanceofindependentevaluationstemsfromthepotential for researchers themselves to underestimate the problems associated withnewcampaignproposals.Thebestintentionscanleadtoimproper aims and methods, along with unrecognized conflicts of interest. In the NHS, regional ethics committees are now well established and advise universitiesandindividualsineverypartoftheUK.
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However,animportantaspectofsoundethicalpracticeistransparency, whichcanbeproblematicincovertobservationthatmayneverthelessbein thebestinterestsofthepublicgood,egsociologicalresearchintoactivities ofcriminals.AsBrymanstates(2004,p520),thepoliticaldimensionsof research are concerned with issues to do with the role and exercise of power,whichlinkstoasocietyorculture’svaluesystem,anincreasingly complex issue in global ethical decision making for international organizations.Thus,today’sleadingcorporatepublicrelationsdirectors and outsourced advisers and consultants are coaches, helping to create learning organizations. In the United States, they are referred to as ‘counsellors’. They work with CEOs to balance risk during change and conflictbybothgoalsetting(mission)andvision(statements)inlinewith sustainable development and continuity planning. Marketing publicity andpromotioncontributetothisinacreativebuttime-controlledmanner inthesellingofproductandservice. IntheUK,thegovernmentwasconcernedthattherewouldneverbe enough capital to develop Qinetiq, the research arm of the Ministry of Defence.So,inSpring2006,itwasfloatedontheLondonStockExchange, withonlya25percentshareremainingwiththeMinistryofDefenceand 75percentbeingheldbyprivateequitygroupsandotherstakeholders. Journalist Andrew Gilligan wrote in the London Evening Standard (24 January2006):‘ifthecompanycomestoberuledbythebottomline,the riskisthatQinetiqwillrestonitsevaluationworkanditsalreadyproven technologies, and some of that creativity will fade’. He explains how Qinetiqis: anationaltreasurehouseofintellectualpropertyandscientificendeavour thathasuntilnowbeenusedtoenrichthenationratherthanitsownsenior management. Few other major governments, certainlynottheAmericans, havetakenasimilarroutewiththeirdefenceresearchbodies.Thenthereis theprospectofconflictsofinterest.
Therearekeycommunicationimplicationsfordifferentstylesofcorporate governance. In the West, most countries are divided into three groups, having monistic, dualistic and pluralistic concepts of their corporations based on their nation’s history, economy, politics and culture. With emergingtechnologicalconvergence,thelevelofskillinvolvedinreassuringacountry’spublicwhileretainingcoreculturalnormsisachallenge to business leaders and their core communication strategies. There is noreasonwhystrategicthinkingcannotbebothlogicalandcreativeso longasitisethical.Table8.1offersarationalthinkingversusgenerative thinkingperspective. Long-termpublicrelationscampaignsdependongenerativethinking and diplomacy in the building of relations with governments, financial
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Table8.1 Rationalthinkingvsgenerativethinking Rational
Generative
Creativityoverlogic Intuitive Informal,variablerules Imaginative Lateral Unorthodoxyand vision Reasoninghinderedby Incompleteinformation Adherencetocurrent ideas Assumptionaboutreality Objective,(partially) Subjective,(partially) knowable creatable Decisionsbasedon Calculation Judgement Metaphor Strategyasscience Strategyasart Emphasison Cognitivestyle Reasoningfollows Natureofreasoning Directionofreasoning Valueplacedon
Logicovercreativity Analytical Formal,fixedrules Computational Vertical Consistencyandrigour
Source:deWitandMeyer(1999)
institutionssuchastheWorldBankandnon-governmentalorganizations (NGOs). A current project managed by the UK government’s Department for International Development is using the perspective of strategic communicationtofightpovertythroughalong-termpublicrelationsprocess, which includes information dissemination, events, promotion of the concept itself, consultation, awareness raising, workshops, seminars andcampaigns.Namedthe‘PovertyReductionStrategy’,theglobalproject’s public relations team argues that communication intervention is one of the major elements of their poverty reduction objective because participation of key stakeholders is one of the major characteristics in terms of partnership and country ownership during preparation and implementation.Itrecognizesthatoneofthecriticalelementsofastrategic communicationinterventionisthatcommunicationactivitiesareplanned, designed, organized and implemented in a coherent, strategic manner. Thestrategicissuesinvolve: identifying the sender of information for each communication activity; messagedevelopment; confidenceandtrust; packagingtheinformation; timing; 123
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sustainingmomentum; qualityandaccuracyofinformation; follow-upandlinkages; culture; language; attitudesandbehaviour; institutionalissuessuchascoordinationandcollaborationwithother governmentandNGOdepartmentsandagencies; capacity-building;and costing. Someofthestructuralimpedimentstoparticipationandcountryownership arefoundintheunderlyingpoliticalculture,butaccesstoinformationcan alsobeaproblem. AnimportantethicaldefinitionisofferedbytheUnitedNationsDevelopmentProgrammeandstatesthat: access to information is not only about promoting and protecting rights to information but is equally concerned with promoting and protecting communication (use of information) to voice one’s views, to participate in democratic processes that take place at all levels (community, national, regionalandglobal)andtosetprioritiesforaction.(UNDP,2003,p3)
Communication within and between the key stakeholder groups are mapped as a framework for strategic communication, none of which is homogenous;seeFigure8.1. Aninstitutionaltheoryperspectiveofstrategicmanagementunderpins thiscorporatecommunicationprojectusingtheprocessofisomorphism in the expectation that most stakeholders experience similar social expectationsevenwheredisparitiesofwealtharesomarked. The dynamic global environments in which organizations operate require multidimensional approaches to strategic management. From earlymilitarymodelstotransactioncosteconomicmodels,globalmarkets and e-commerce are reshaping strategic management theory and practice.Competitionanalysisnowincorporatesallowances,cooperative agreements and entrepreneurship with the business model used and abused more widely than ever before. Public relations practitioners are central to an organization’s strategy in matching company plans to the competitive environment with the organization’s resources and capabilities. Media stories on the troubles at Enron, Parmalot, MCI World Com and others have brought the issue of strategic management into sharp focus, giving some celebrity CEOs iconic status, while covering reams of newsprint about the role of expertise or lack of it, and personal and
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THE PAS DOCUMENT
THE JOINT STAFF ASSESSMENT
THE ANNUAL PROGRESS REPORT
Figure8.1 A framework for analysing strategic communication in the povertyreductionstrategycampaign Source:DfID/TheWorldBank,inMozammelandOdugbemi(2005)
professionalqualitiesessentialtoorganizationalsuccessinthelongerterm. Economicandenvironmentalpressureshaveonceagainraisedtheprofile of corporate public relations and corporate communication’s role in the boardroomasfirmsmonitorandtrackmicroandmacroeconomiesand environmentsinthefaceofthreatstoresourcesandprices.Annualreports, companystatementsandsound-biteclichésarescrutinizedforefficiency andeffectivenessfromasocialperspective.Opinionformerslooktoseeif CEOsarecommittedtolong-termsustainabilityoftheirorganizationsand 125
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havecleardirectionandtacticsbasedonagreedbehaviouralandethical standards.Theirpublicrelationsadvisersaresupportedinthisrolebythe organization’sowncodesofconductandethicsstatements,aswellasthat oftheprofessionalInstitute. The CIPR operates a code of professional conduct with disciplinary powerstowhichallmembersagreetoadhere.TheProfessionalPractices Committee of the Institute has occasion to handle complaints brought against members of the Institute who are thought to be in breach of the Code. In regard to the supply of public relations services, the Code emphasizesthathonestandproperregardforthepublicinterest,reliable and accurate information, and never misleading clients, employers and other professionals about the nature of representation or what can be competently delivered or achieved, are vital components of robust professionaladvice.AfullReviewoftheCodeisavailabletoallonwww. cipr.co.uk.
CAMPAIGN:THERUSSIANPUBLICRELATIONS ASSOCIATION The Russian Public Relations Association (RPRA) was established in July1991.RPRAisthefirstRussianprofessionalandnon-commercial organizationthatunitesRussianandforeignpublicrelationsspecialists. At the moment there are 72 company and individual members in Moscow, and 8 regional branches, with public relations agencies fromEstoniaandKazakhstan.RPRAhasestablishedclosecooperation with international public relations organizations and so recognizes andfollowsthecodesofethicsandworkingpracticesestablishedby the Confédération Européenne de Relations Publiques (CERP), the International Public Relations Association (IPRA) and the Chartered InstituteofPublicRelations(CIPR). Consolidationofeffortsofindividualoperatorsinthepublicrelations markettosolveissuesinthesectorwascritical,andthiscouldonlybe achievedthroughdevelopingthepublicrelationsindustryinfrastructure supported by comprehensive and ongoing training programmes. It requiredprotectionofthepublicrelationsindustryinterestsingeneral andeachofitssubjectsinparticular,plustheintroductionofprofessional andethicalstandardsinpractice,aswellascontroloftheirprotocols. ThelatteridentifieddevelopmentofHRpotentialinthepublicrelations industry and introducing university and postgraduate education in publicrelations. Whentheterm‘publicrelations’or‘PR’appearedinRussia’svocabulary it became a popular expression, but there was little understanding
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of the term and the role public relations plays in a modern business environment.Mostofthepopulation’sknowledgeofpublicrelations islimitedtorecognitionofitsrolewithinpoliticalconflictsoverthelast 10years. Inthepast,Russianshavebeenheardtoclaimthattheyarethebestreadnationintheworld,dueinparttothefactthatRussiaishometo oneofthelargestdomesticandinternationalpresscorpsintheworld. It has 3,000 broadcasting companies and over 33,000 print media outlets,withalargepercentagebasedinMoscowandStPetersburg. Russia’s145millionpopulationisspreadoverawideterritoryandrelies heavilyonthemediaforinformation.Mediarelationsisthereforethe coreinstrumentforpoliticalandbusinesscommunication. Most Russian journalists were trained in Soviet schools and, when they went to work, were told what to write. Communist reformer MikhailGorbachevintroducedhis‘glasnost’,oropenness,policyinthe mid-1980s,believingthatafreepresswouldexposesocialandpolitical evilsandgeneratepublicsupportforchange.Journalistsenthusiastically turnedthelate-Sovietmediaintoawildfree-for-allthatwasintensely interesting,ifnotalwaysprofessional.Butsomehow,duringtheharsh marketreformsofthepastdecade,muchofthemediahaslapsedinto a state of political obedience and commercial venality, with political publicrelationsspecialistssufferingtheconsequencesofunprofessional practiceswithintheindustry. The RPRA now commissions regular surveys of the public relations markettotrackcoreindustryindicators.TheRPRA’sroleincludesconducting educational workshops and round tables for different focus groups, including their members, media representatives, universities/ students,businessleadersandotherbusinessandinternationalgroups. A top Russian public relations and communication agency was contractedtoanalysetheenvironment;itwasrecognizedthatbuildingan entirecommunicationsindustryfromscratchwouldbeagigantictask.
Challengevsopportunity DuringthelongSovietera,therewasnopublicrelationsorintegrated marketing communication in Russia, so companies did not have to compete for the attention and preference of a stakeholder group or customer.Themarketwaspoorandalwaysindeficit,sothatanygoods ofanyqualityalwayssold.Second,sinceallmeansofcommunication werestate-owned,anywordinanypublicationwasreadandinterpreted as a direct statement from the Kremlin and any product or brand informationwasconsideredtobe100percenttruthful. As a result, both communicators and their target audiences had
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no understanding of even the most basic notions of democratic, stakeholdercommunication.Whenthemarketbegantodevelopand public relations companies started to compete, the first and easiest solutionwasthereforetobuymediaandsimplyextendadvertisingto non-advertisingpages.Placingthesepromotionalmaterialswasatthat time the main business of the newly-formed Russian public relations agencies.‘Zakazukha’,orbought-and-paid-fornewsarticles,became a standard practice in the Russian media. This is still, unfortunately, veryprevalentamongmanynon-Westernagencies,withawiderange of practices. These include long-term, multi-area agreements with publishinghouses,TVandradiocompanies.‘Informationcooperation agreements’onthevolumeofadvertisingandnon-advertising(advertorial) coverage the company is to receive over a period of time, say ayear,arelegal,bindingagreementsandareverycommonpractice. Whenthecompanyisdeveloping,say,anintegratedmarketingstrategy andbudget,thesekindsofcontractsareplannedandsignedwiththe mediawiththebestoutreachtothetargetaudience. Thesameappliesifthecompanyexecutesitsintegratedmarketing strategyviaanagency.Theagencyusuallyagreeswiththemedianot only on the advertising space, but on ‘editorial’ space as well. If the client is running a one-off campaign or needs to add to the mediabuying plan, it goes to the editor to pay for extra ‘editorial’ space. Thisisusuallypaidtotheeditorincashandcostsacompanylessthan payingviacontract.Acheaper,thoughlessreliablepractice,istopay thejournalist,butsometimesacompanyfindsthataneditordropsan articlefromanissuebecausesheorhedidn’tgetashareofthecash payment. Somepublicationssomehowmarktheiradvertorialspace.Sometimes thepageismarkedwith‘placedasadvertising’orthewholepageisof adifferentcolour,orthefontisdifferent.However,manypublications try to make this distinction minimal and most of the readers do not realize which material is paid for and which is not. Also, as public relationsandjournalismaresynonymsofshamelessmanipulationand promoting everything for a price, the general population does not believeinobjectiveorbalancedcoverage.
Research ClearlythenegativereputationofpublicrelationsinRussiahadtobe addressed,withthecausesandincidentsofunprofessionalpractices, including illiteracy, identified. It was necessary to draw the attention ofstateofficialstotheimportanceofdevelopinggoodpublicrelations practices in Russia and to establish trust in public relations agencies as professionals in solving communication issues and dilemmas. 128
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Partnershipsacrossallinterestedpartiesneededtobebuilt.
Operationalstrategy A12-monthprogrammeofpositiveactioneventsbasedaroundthree major annual international public relations platforms was devised to rebuildthereputationofpublicrelationsinRussiaandtoraisepractices tointernationallevels.ThesewerePRdaysinMoscow(February2003), Baltic PR Weekend (September 2003) and PRoba Awards (December 2003).Publicrelationsconsultancies,publicrelationsdirectors,managers in businesses and public relations buyers, marketing directors, state institutions,CEOs,nationalandinternationalmedia,universitylecturers andstudentswereidentifiedasthekeyaudiencestobereached.The primary geographical area was Russia, but of equal importance was therequirementtodemonstratetoaninternationalaudiencethatthe Russianpublicrelationssectorwascapableoftakingpositiveactionto changebadpractice. Aseriesofconferences,debatesandeducationaleventswasorganized,includingthePRDaysintheMoscowFestival.Theorganizersof thefestivalwereRPRAandSPNGranat,withsupportfromIPRA,CERP andsponsorsPhilipMorrisSalesandMarketing.Withintheframework of the festival, an international conference, ‘Public relations in the process of strengthening the reputation of Russia’ took place. The forumwasattendedbymorethan450peoplefrom5countriesand18 Russian cities. Public relations specialists, business people, politicians, public figures from Russia, Germany, the UK, Egypt, the Baltic states and CIS countries took part. Influential speakers included Mikhail Gorbachev,IrinaKhakamada,Vice-SpeakeroftheStateCouncilofthe Russian Federation Federal Assembly and Sergey Mironov, Chairman of the Council of Federation of the Federal Assembly of the Russian Federation.Seventy-ninemassmediarepresentativescoveredthe2003 event,producing65publisheditemsand7TVreports. OthereventsincludedTheBalticPRWeekend–3rdInternationalPR ConferenceandPRoba-2003,whosegeographicalcoverageincluded 45 per cent of the north-west region, 28 per cent of the Central FederalRegion,and27percentoftheBalticandCIScountries.Media coverageincluded40printitems,60onlineinternetmessages,15radio transmissions,all3Russianand7regionalTVcompanies.
Evaluationoutcomes On6April2004aPartnershipAgreementwasmadebetweentheIPRA GoldenWorldAwardcontestandtheRPRAPRobacontest.SignedinSt
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Table8.2 Evaluationoutcomes
Numberofdelegates/ entries Breakdownofthetarget audiences: PRconsultancies Businessstructures: PR/marketingdirectors, CEOs,etc Stateinstitutions NationalandInternational media Universitylecturersand students Generalpublic
PRDaysin Moscow 2003
TheBaltic PRWeekend 2003
PRoba Award 2003
450
350
100
105 128
85 114
10 48
48 79
37 42
6 2
81
68
31
9
4
3
Petersburg,itwasseenasanothersteptowardsbringingRussianpublic relationsuptoworld-classstandards.Growingunderstandingofhow diverseaudiencessuchascompaniesandorganizations,government and interest groups, customers and investors, all require different approachesanddifferentformsofdialogue,wasbeingachieved.The roleofeffectiveandefficientinternalcommunicationwasincreasingly appreciated, and economic leaders started to care about their public image through sponsorship and charity work by promoting their companiesasresponsiblecorporatecitizens.Learningfrominternational bestpractice,Russianoil,gas,pulp-and-paperandsteelcompaniesare investing in environmental programmes and communicating these changestoindustryandthegeneralpublic. Corporatesocialresponsibilitycampaigningandgrowingtrustinpublic relationsagenciesforthesupplyofsuchprofessionalprogrammes,has increasedtherangeofservicesofferedbytheRussianpublicrelations industry,includingfinancial,investorandanalystrelations.
130
Theethicaldimension
REFLECTION Basedontheinformationprovided: i.
Howdoesthiscaseillustratethecomplexboundariesbetweenpublic relations vs propaganda/communication vs information/powervs influence? ii. IstheRPRAlikelytobecomeincreasinglydependentonrationalor generativethinkingofitselfandofits’stakeholders? iii. DoestheUNDPdefinitionofethicalcommunicationofferuniversal values? iv. Is the RPRA monistic, dualistic or pluralistic in its approach to governance? v. DoRPRA’s evaluation outcomes suggest thetransfer process is workingwellenoughfortheoperationalstrategytobesustainedin thelongerterm?
131
Glossary The following definitions used in this book are based on terminology generallyacceptedbypublicrelationsmanagementteachersandpractitionersinEuropeandbeyond. aim A combination of objective and goal, maybe both short and long term, sometimes involving hope and aspiration in an organizational missionstatement decision making Part of the problem-solving cycle in campaigning, wherechoicesaremadebetweenoptionsandcoursesofactionandwhich aresubjecttoinformationanalysisandbehaviouraloutcomes environment Micro and macro economic, political, social, legal and technologicalorganizationalfieldsofinfluencethatcanimpactonpublic relationsstrategyandperformance goal A concrete, occasionally value-added objective often seen to be shorterterm information Asymmetricmessageswhich,byvirtueofbeingone-way, arenot,insocialpsychologicalterms,avalidcommunicationprocess
132
Glossary
intelligence Thecollationofinformationsuchascompetitiveorsecurity data,gatheredandsharedinaclosedsystemscultureornetwork.Formerly, thetermappliedtonewsorinformationgatheredanddistributedopenly mission Thefundamentalpurposeofanorganizationwhichunderpins itsstrategyandisproducedasapublicstatement objective Abottom-line,measurablestatementofwhatmustbeachieved, oftenseentobelongertermthan‘goal’ policy Formalandinformalgroundrulesoroperationalcriteriaapplied forpurposesofdecisionmakingandqualitycontrol PR A media acronym for public relations as a profession/industry. Sometimesusedtorefertoaperson/specialist,egcelebrityPR,butused interchangeablyinthisbook PRO Amanagerialacronymforapublicrelationsofficeratjunior/middle management level, usually located in-house and a qualified member of theCharteredInstituteofPublicRelations(CIPR).Pronouncedbyletteras anabbreviationandnotastheprefix‘pro’ public relations practice The process of earning understanding and support with the aim of influencing opinion and behaviour through plannedandsustainedeffortstoestablishandmaintaingoodwillbetween anorganizationanditsinterestedparties public relations theory The discipline of university-led, specialist research and knowledge grounded in communication theory and empirically-based evidence over time. The body of literature centres on culturalperceptionsofreputationmanagementasaresultofwhatorganizationsdoandsay–andwhatotherssayaboutthemorthepeoplethat representthem scenario A future view of the organizational environment based on measurableperceptionsofchangeanduncertainty skillsset Toolsandtechniquesaccruedasaresultofeducation,training and experience, often involving continuous professional development (CPD) strategy Adynamicmeansorprocessbywhichanorganizationaimsto fulfilitsvisionandmissionstatements
133
Glossary
tactic Decisions and actions intended to achieve short-term objectives, whichcanbeproactiveorreactive vision Awrittenconceptbasedonafunction(task)orview(idea)ofan organization’sfutureaims
134
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140
Furtherreading AlsopRJ(2004)The18ImmutableLawsofCorporateReputation,KoganPage, London Bovee C L, Thill J V and Schatzman B E (2003) Business Communication Today,7thedn,PrenticeHallPearsonEducationInternational,Harlow Clampitt P G (2001) Communicating for Managerial Effectiveness, 2nd Ed., Sage,London CloweKEandBaackD(2004)IntegratedAdvertising,Promotion&Marketing Communications,2ndedn,PearsonPrenticeHall,Harlow DavidsonH(2005)TheCommittedEnterprise,2ndedn,Elsevier DavisA (2002) Public Relations Democracy,Manchester University Press, Manchester DavisA(2004)MasteringPublicRelations,PalgraveMacmillan,Basing stoke FernandezJ(2004)CorporateCommunications,Sage,London FillC(2006)MarketingCommunication,4thedn,FTPrenticeHall,Harlow GoudgeP(2006)EmployeeResearch,KoganPage,London GreenwoodJ(2005)EssentialLawforJournalists,18thedn,OxfordUniversity Press,Oxford HanniganT(2005)ManagementConceptsandPractices,4thedn,FTPrentice Hall,Harlow HanningtonT(2004)HowtoMeasureandManageYourCorporateReputation, Gower,Aldershot
141
Furtherreading
Hargie O, (ed) (2006) The Handbook of Communication Skills, 3rd edn, Routledge,Oxford HolmanDandThorpeR(2003)Management&Language,Sage,London Jessup L and Valacich (2006) Information Systems Today: Why IS Matters, 2ndedn,PearsonPrenticeHall,Harlow Krajewski LJ and Ritzman LP (2002) Operations Management: Strategy & Analysis,6thedn,PrenticeHall,Harlow McKenzie J and van Winkelen C (2004) Understanding the Knowledge Organization,Thomson,London MeijerM-M(2004)DoesSuccessBreedSuccess?Effectsofnewsandadvertising oncorporatereputation,Aksant,Amsterdam OrnaE(2004)InformationinStrategyandPractice,Gower,Aldershot PettingerR(2004)ContemporaryStrategicManagement,PalgraveMacmillan, Basingstoke PriceA(2004)HumanResourceManagementinaBusinessContext,2ndedn, Thomson,London QuinnRE,FaermanSR,ThompsonMPandMcGrathMR(2003)Becoming aMasterManager:ACompetencyFramework,3rdedn,Wiley,Chichester RobbinsSPandDecenzoDA(2004)FundamentalsofManagement,4thedn, PearsonPrenticeHall,Harlow SanghiS(2004)TheHandbookofCompetencyMapping,Sage,London SjöstrandS-E,SandbergJandTyrstrupM(2001)InvisibleManagement:The SocialConstructionofLeadership,ThomsonLearning,London SolomanMR,MarshallGWandStuartEW(2006)Marketing:RealPeople, RealChoices,4thedn,PearsonPrenticeHall,Harlow SwartJ,MannC,BrownS&PriceA(2005)HumanResourceDevelopment, ElsevierButterworthHeinemann Whittington R (2001) What is Strategy – and does it matter?, Thomson Learning,London
142
Index NB:pagenumbersinitalicindicatefiguresortables actionresearch 10–11 balancedscorecard 107–08,109 beliefsystems 49–50 bestpractice 41 brands/branding 4–5,39,82,84,85,86, businesscontinuityplan 20–21,21 businessprocessre-engineering 30,63 campaign:3M(USA) 89–92 challengevsopportunity 89 evaluationoutcomes 91–92 operationalstrategy 90–91 research 89–90 strategicplanning 90 campaign:EdelmanPublicRelations Worldwide 69–72 challengevsopportunity 69 evaluationoutcomes 71–72 operationalstrategy 70–71 research 69–70 strategicplan 70 campaign:MarriottHotelGroup (Indonesia) 114–18 challengevsopportunity 114–15 continuityplanning 116 evaluationoutcomes 117–18 keymessages 116 operationalstrategy 116–17 research 115 strategicplan 115 campaign:PSAPeugeotCitroën (Spain) 21–24 challengevsopportunity 21 evaluationoutcomes 23–24 operationalstrategy 23 research 22 strategicplan 22–23 campaign:RoyalCaribbeanInternational (USA) 100–02 challengevsopportunity 100 evaluationoutcomes 102
operationalstrategy 101–02 research 100–01 strategicplan 101 campaign:RussianPublicRelations Association 126–30 challengevsopportunity 127–28 evaluationoutcomes 129–30,130 operationalstrategy 129 research 128–29 campaign:StandardBank(South Africa) 56–60 challengevsopportunity 57 evaluation 59–60 evaluationoutcomes 58–59 operationalstrategy 58–59 research 57 strategicplan 57 campaign:TAASA(USA) 43–46 challengevsopportunity 43 evaluationoutcomes 45–46 operationalstrategy 45 research 43–44 strategicplan 44 CEOasculturalicon 35–36 change,communicating 63–64 changedevelopmentplan 64–65,65 cognitivedissonance 32–35 andextraordinaryPRmanagement 33–35 andordinaryPRmanagement 32–33, 34–35 andstakeholders 34 communication 35–36,76seealsointernal communication ascorecompetency 63 asteameffort 67–68 intervention 123–24 research 112 roleof 36 skills 88 theoriesofmass 4–5 theory 78
143
Index top-down,bottom-up 26–28,27,28 communicationelements:information, influence,impact,empathy 106 competitionanalysis 124 competitiveadvantage 79–81,79,81 conceptualauthenticity 74–75 conflict 32–35 conversationanalysis 10–11 coregovernance:roleofPR 25–47seealso campaign:TAASA(USA) 43–46 CEOasculturalicon 35–36 cognitivedissonance 32–35 communication:top-down,bottomup 26–28,27,28 functiontostrategy 28–31,29,30,31 futureperformance,assessing 38 performanceassessment 36,37,37–38 reputationandtheoperatingand financialreview 39,40,40–41 strategicalliances 41–42,42,43 tangible/intangibleassets 38–39 corporate advertising 85 brand 35–36 businessplan 81 image 4,49–50,84 mission 68 reputation 55–56,56 strategy 68 corporatecommunication 1,53 andacademicmodels 7–9,10–11 corporateidentity 51–52,52 models 53–54 cost-benefitanalysis 43 crisismanagement 43 culturalweb 30,31 customers/customerrelations 34,81–82 datacollection/analysis 80,106–07, 113–14 DataProtectionAct(1998) 62 decision-making,symbolicapproachto 66 deconstructionalanalysis 108 definition(s)of celebrity 48 corporateimage 51 extraordinarymanagement 33 identity 49 image 48 intellectualcapital 39–40 marketsegmentation 77 propaganda 120–21 publicrelations(PR) 1,12,39,120 reputation 49 strategy 2–5 discourceanalysis 10–11
144
e-commerce 83,124 efficiencyvseffectiveness 83–85 enterprise 14 environmentalscanning 26,76–77,107 ethics 54,119–31seealsocampaign: RussianPublicRelationsAssociation achievingethicalobjectives 119–20 evaluation 121–26,123,125 andPRvspropaganda 120–21 ethnography 10–11 evaluationmethods 104–06 eventsmanagement 14 flexiblefirmmodel(Atkinson) 65–66 globalization ix–x,2,13,54,83,93,98,124 groundedtheory 10–11 humanresources(HR) 61–64,76 managementstrategy 63 practitioners 67 HumanRightsAct(1998) 65 informationtechnology 36,93 integratingmarketingcommunication (IMC) 77,78 intellectualcapital/property 39,41,99 inter-functionalconflict 88 internalcommunication 61–72seealso campaign:EdelmanPublicRelations Worldwide ascorecompetency 63 asteameffort 67–68 changedevelopmentplan 64–65,65 andcommunicatingchange 63–64 andemployees 34 andfairnessvsflexibility 65–67 andmorale 61–62 andprivacy/confidentiality 62 internet 54,83,99,106–07seealsoresearch leadershipcompetencemodes 26,27 learningorganization 10–11 legalissues 99 logos 52–53 management seealsopublicrelations(PR) strategyinmanagementcontext extraordinary 33–35 informationsystems 76 ordinary 32–33,34–35 performance 26 Marketing,CharteredInstituteof (CIM) 12,75 marketing 81–87,88–89 communicationdata76
Index export 83 global 13,83,98,124 models 86–87 relationship 76,80,82,86 service 80,82 strategic 76–77,81–82 strategy 12–13 vsmanufacturing 88–89 market(s) seealsoresearchand segmentation business-to-business 82 consumer 82 intelligence 79,79 strategy 83 masscommunicationmedia 94–95,96 asbenchmarktowhatisnormal 94–95 asdefinitionsofsocialreality 94 askeytofame/celebritystatus 94 aspowerresource 94 aspublicaffairsarena 94 measuresandmotives seeresearch methods:measuresandmotives mediarelations 14,93–103seealso campaign:RoyalCaribbean International(USA) globalthinking,localaction 98–99 andinternet 99 andmasscommunication 94–95,96 andmessagemodelling 96–98 andrhetoricvsreality 95 messagemodelling 96–98 publicitymodel 97 receptionmodel 97 ritualorexpressivemodel 97 transmissionmodel 97 models 27,28,28,29,81 businessperformance 55 corporateidentity 53–54 dominanttheoretical 7,8 Dozier 105,105 eight-factorPRintegration 7,14 flexiblefirm 65–66 generic 3 humanresource(HR) 62 integratedmarketingcommunication (IMC) 77,78 marketing 86–87 PESTLE 38 Porter’s 79,79,80–81 powercontrol 5 publicrelations 5,7 strategicmanagement systemic 3 visualidentity 51–52,52 morale 61–62,66
narrativemethods/themes 108–12,112 operatingandfinancialreview(OFR) 39, 40,40–41 operationalstrategy 13–16,16,17–18,19, 23,58–59,70–71,90–91,101–02,116–17, 129 organizationalcultureandpublic relations 5,6,6–7,8 organizationaldevelopment 67 organizationalperformance,auditingof 62 paradigm(s) 30–31,33 perceptualmapping 78 performanceindicators 36,37 PESTLEmodel 38 phenomenology 10–11 PovertyReductionStrategy(Department forInternationalDevelopment) 123–24 promotion seesalesandmarketing promotion propagandaandPR 120–21 publicaffairs 14 PublicRelations,CharteredInstituteof (CIPR) x,xii,1,9,12,39,75,97,114, 126 publicrelations(PR) 3,73–75 associalscience 112–14 data 26–27 inhousepractitioners 68 practice 12 processes 67 andvalue-addedcomponent 66,113 vspropaganda 120–21 publicrelations(PR)strategyin managementcontext 1–24 andbestpractice 7,14,41 campaign:PSAPeugeotCitroën(Spain) seemainentry andcontrolvsco-dependency 20–21, 21 andcorporatecommunicationacademic models 7–9,10–11 anddefinitionsofstrategy 2–5 andfeedbackcycle 19–20 integrationmodel 14 andoperationalstrategy 13–19,16, 17–18 andorganizationalculture 5–7,6,8 andpowerandinfluence 5 andsemantics 9,12–13 publicity 14 rationalthinkingvsgenerative
145
Index thinking 122,123 relationshipmarketing 76,80,86 reputationmanagement 14,48–60see alsocampaign:StandardBank(South Africa) andcorporateidentity 51 andcorporateimage 49–50 andimageandbranding 50–51 andlogosandlivery 52–53 andreputation 55–56,56 andsubstancevsstyle 53,53,54 andvisualidentity 51,51,52 research 9,22,43–44,57,69–70,89–90, 100–01,115,128–29 DelphiSurvey(CIPR) 1 EchoResearch 55 andenterprise 14 andethics 119–20 Harris/ImpulseResearch 69 image 55 internet-based 106–07 market 76–77,80–81 Mosaic 113 multi-strategy 113 Qineteq 122 qualitative 113 TargetGroupIndex 80,81 TexasInstruments 98 researchmethods:measuresand motives 104–18 artvsscience 104–05,105,106 balancedscorecard 107–08,109 campaign:MarriottHotelGroup (Indonesia)seemainentry intertextualityanalysis 110–12,111,112 narrativemethods 108–12,112 PRassocialscience 112–14 storytelling/themeanalysis 110,111, 111–12 validityandreliability 106–07,108
andvalue-addedandIMC 77–78 andwebanalysisandevaluation 83, 84,85 segmentation 77,82,86–87 semiotics 52 stakeholder(s) 2–3,34,76,77,84 customers 34 employees 34 groupcompetitor 80 model 85–86 shareholders 34 value 42 storydeconstructionguidelines 108–10 storytelling/storytellinganalysis 110–12, 111,112 strategic alliances 41–43,42 internalcommunication 67–68 managementmodel 28–29,29 marketing 81–82 planning 44,57,70,76–77,90,101,115 thinking 3,122–23 strategies businessandpoliticalcommunication 9 corporate 63,68 costleadership 81 differentiation 81 employmentcommunication 65 focus 81 globalpublicrelations 98 governanceandleadership communication 9 humanresourcemanagement (HRM) 63 andintellectualproperty 99 market 81,83 marketingcommunication 9,12 PRoperational 54 strategy,genericmodelsof 3 sustainability,trendfor 42
salesandmarketingpromotion 73–92see alsocampaign:3M(USA) andbusiness-to-businessrelations 82 andcompetitiveadvantage 79,79, 80–81,81 andconceptualauthenticity 74–75 andcustomerrelations 81–82 andefficiencyvseffectiveness 83–84 andintegratedmarketing communication(IMC) 77,78 andknowledgeandskill 75–77,78 andmarketingvsmanufacturing 88–89 andperformancegaps 87–88 andpromotionperformance 87 toolsandtechniquesfor 85–87,86,87
teleworking 107,108 totalqualitymanagement 63 transactioncosteconomicmodels 124
146
UnitedNationsDevelopmentProgramme 124 value-addedandIMC 77–78 value-addedPR 113 valueexchangeconcept 34 value/supplychain 83 videoanalysistools 83 visualidentity 51–52,52 webanalysisandevaluation 83,84,85,99