We all know there are no shortage of difficult situations frontline employees face when dealing with the angry customer – whether you work for an airline or a municipal utility or a retailer. It’s important to remember that leadership’s job is to support those customer service representatives and other “customer-facing” positions so that customers walk …
Behavioral Public Relations practice is grounded in the research of the social, behavioral and communications sciences – research conducted by our academic brethren who, besides educating the next generations of our colleagues, are constantly conducting research to advance knowledge. Kudos to them! One of the requirements of this academic endeavor is to present their research …
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Although many nonprofits don’t have the corporate budgets dedicated to creating brand awareness and updating their brand, it is just as important for them to communicate their USP (Unique Selling Proposition) consistently and effectively as it is for for-profit organizations. Enter Tough Warrior Princesses (TWP), an all-volunteer nonprofit dedicated to providing support, comfort, love and …
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“Trust is key to having successful collaborations”: that was a major takeaway from the powerful Yankee Chapter PRSA (Public Relations Society of America) Lunch & Learn session on Aug. 15th. Special thanks to moderator Jill Kimball, APR, Marketing Manager at Northeastern Vermont Regional Hospital and panelists Kate Luczko, Sr. Director of HealthForce NH and Peter …
Reprinted with permission from Currents magazine (May/June 2024), published by the Council for Advancement and Support of Education. Phillips Academy is an independent co-educational boarding school. As its CCO, Tracy Sweet takes to heart her role in providing communications that enrich, inform, and protect the school community. When pressures to respond to an increasing number …
Read more “Andover’s Principles Clarify When A Response To World Events Is (And Is Not) Warranted”
The announcement of a billion-dollar gift from Chair of the Board of Trustees and former faculty member Ruth Gottesman (and her late husband Sandy) to the Albert Einstein College of Medicine means free tuition for hard-working medical students who would otherwise graduate with a mountain of debt. The video of students and faculty leaping out …
Ever wonder what skills we might need (that we don’t already have), or what we need to brush up on in order to stay competitive in the PR profession? If your answer is “yes”, you’re not alone. Educators who are entrusted with teaching public relations students the strategies, theories, skills, tools and techniques they will …
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Last year, a national campaign was launched for 988, a helpline that provides a live, local person to talk with, 24/7, over the phone – and if need be, a mobile crisis team to dispatch to your location — during times of personal crisis. Jones Public Relations, partnering with Insight Creative and their client, Oklahoma’s …
“As he always does, Chris Graves from Ogilvy’s Center for Behavioral Science, gave an inspiring, albeit brief lecture on the development of a “Sensemaking Genome” for stakeholders. No longer, admonished Graves, should we slice and dice our stakeholders by common demographics but elevate our analyses to the underlying psychological make-up of our publics.” JUST published …
Oh, how fast the mighty can fall. In February of 2022, Southwest Airlines was named one of Forbes 2022 America’s Best Employers – their 7th time on this list SOUTHWEST AIRLINES ONCE AGAIN RANKED AMONG FORBES’ BEST EMPLOYERS IN AMERICA | Markets Insider (businessinsider.com). As recently as March 2022, J.D. Powers ranked Southwest Airlines at …
Read more “Southwest Airlines: A Case Study On How Quickly Reputational Tides Can Turn“