FischTank provides crisis communications for a number of public and private companies

While no one ever wants to think about the potential for negative or controversial news, many businesses often encounter challenges that result in an unwanted spotlight. It’s imperative that  the company’s marketing and public relations professionals take the time to prepare messaging that is simple and targeted to the audience at hand for when controversy arrives. As one of the Founding Fathers (allegedly) said, by failing to prepare, you are preparing to fail. When preparing to address media questioning ahead of time, be sure to think about the audiences below.

Stakeholders.

If you’re a public company, it’s extremely important to maintain transparent communication with those who have invested in your success (or struggles) as a brand. This doesn’t necessarily mean over sharing – you shouldn’t put out news releases just for the sake of doing so – but instead for important milestones that show the growth and trajectory of the company. Unfortunately, not all news that you share will be music to investor ears, which is why you must have a crisis communications plan in place to address issues so your shareholder base isn’t left feeling angry and confused.

You can also be sure that investors will ask questions of your colleagues and partners, especially those listed as a contact on press releases. Since a media relations professional isn’t always an investor relations contact, nor at liberty to discuss certain information with investors, you have to prepare for next steps. Ensure a set protocol is in place for how all members of your team address investor inquiries, and be sure that that you can refer investors to the appropriate contact. What may seem like a simple question (i.e. how has a certain part of the company grown?) is not always something a media relations or marketing professional should disclose. If your company doesn’t focus on the investor relations aspect of marcomm, be sure to educate your colleagues on the dos and don’ts of working for a public company.

Customers.

Building positive rapport with customers is crucial for any company, especially in the age of social media where someone can share a rave review – as well as an unfavorable one – to the masses with the click of a button. You must actively work with your public relations team to share out pertinent information to customers in a timely fashion.

Social media is one of the quickest and most effective ways to reach key audiences, but it comes with the expectation that your company must also respond quickly to inquiries from the public, including those who may not be happy with the company. Anticipate common questions and concerns based on previous interactions but also common sense. For example, if you launched a new initiative, it may take time for people to fully understand its objectives, and naturally questions will follow.

Journalists.

For the reporters that express interest in your company and who have invested time in covering your milestones, it’s important to be honest and straightforward about less than ideal news. It’s understandable that you may not be comfortable discussing negative news with the press, but ultimately in order to maintain transparency and an honest relationship with reporters, you have to make yourself available.

Look within your organization to identify the right person to speak with the media, which is something your public relations colleagues or partners can assist with. Most likely the best spokesperson will be someone who is already media trained and will understand the way press inquiries work. Even with that in mind, discussing potentially damaging news is a different animal, and requires further approval on messaging and a candid conversation with both internal and external partners to make sure everyone is prepared for the worst-case scenario. Be sure to be realistic based on the media inquiries at hand; if your pick for an ideal company representative has never been in front of a camera or on a live program, now is not the time to test their skills.

Obviously, you will not always be lucky enough to prepare for a crisis before it strikes. For news that you are privy to in advance, whether it be missed revenues, downsizing, or another issue, take ample time to formulate a communications plan that clearly outlines the role of reach team member (from both your company and your agency partners), correct messaging, and a spokesperson that is ready to address all issues tactfully. After you’ve made it through to the other side of a crisis, be sure to review your process and address what went well and what could be improved. Getting your crisis communications plan organized ahead of time can make the process smoother for all involved .

FischTank Marketing and Public Relations

Last week we shared articles on lead generation and inbound marketing, and today we’re sharing a few of the better public relations-focused content we read or were sent this week:

5 Public Relations Myths BUSTED

“This is why PR is most effective over a long period of time. My recommendation is to consider PR as a basic necessity for marketing your business and outreach should continue on a regular basis, as long as your company is in existence. In other words, PR shouldn’t stop until you do.”

One Of The Web’s Most Prolific Online Marketing Writers Has Been Promoting His Clients In Articles For Forbes, Entrepreneur, And Inc. Magazine

“Credible publications have policies against contributors accepting money from people or companies they write about, and they require writers to disclose any personal or business relationship with people or companies they mention.”

Public Relations: Seven Ways to Tell Your Story

“Don’t just talk “inside baseball” to your own community. Think outside the box. How has your business helped others in the community — not just your own bottom line?”

Eric Fischgrund is an entrepreneur, writer, sports fan, music-lover, and founder and CEO of FischTank Marketing and PR, a marketing and communications firm based in NYC.

Like many marketing and communications firms, the FischTank team often hears from current and prospective clients “How do I drive web traffic?”

Many times, we can help by strategically placing articles that drive potential customers, clients or investors, or by securing articles and bylines laden with backlinks that support and drive SEO.

There is an abundance of information to read on the Internet (duh!) on this subject matter, and this is what we’re reading this week:

Marketing Technology Tactics To Increase Engagement and Attract Attention

“Change happens at the speed of technology for marketing professionals, but your agency can adapt to this rapid pace by leveraging these changes.”

Influencer Marketing Done Right Can Drive All The Traffic To Your Newly-Launched Wesbite

“Unless you already have a bursting-at-the-seams Rolodex and a stable of superfans who are waiting impatiently for anything and everything you give birth to in the world, you might be cutting the ribbon of your new business, blog, site, app, community, or nonprofit to a fever-pitch crowd of bumpkiss.”

Inbound Marketing Not Bringing You Results? Try This.

“According to HubSpot’s State of Inbound Report, businesses that focus primarily on inbound marketing save more than $14 on acquiring each new customer. Further, 80% of B2B decision makers prefer consuming brand related content over advertising while making a purchase decision.”

SEO Game Changers Influencing Business Growth in the Year 2018

“SEO is the best way to gain a significant presence on the world wide web. SEO trends are constantly evolving with the changing landscapes. To stay competitive, you’ll have to be constantly aware and update your strategy as needed.”

How SEO And Content Marketing Work Together To Fuel Your Online Success

“SEO without content marketing is like a body without a soul. In particular, SEO is actually strategized around content marketing since every website needs words, articles, substance, keywords, etc. In order to be successful, both must go hand in hand.”

Eric Fischgrund is an entrepreneur, writer, sports fan, music-lover, and founder and CEO of FischTank Marketing and PR, a marketing and communications firm based in NYC.