CEO: “What the hell is that agency doing?”

You’re the client. And frankly, you’re not all that interested in what your agency did yesterday.

It’s all about today, tomorrow and how they help drive your business forward. Now.

Twenty five years of this PR gig tells us that you want an agency that walks the talk, not just talk. There’s nothing worse than the client calling up, asking, “What the hell is your agency doing for us?” Ideally, the CEO, CFO or in-house marketing director never has to make that call.

Not with PRactical PR.

We’ve got the inside story on everything you should expect from your agency.

If you need a little more perspective, see the PRactical PR Guy and our passion for small biz.

For the Here & Now, read these required deliverables.

7 Required Deliverables from Your Agency

• Start with expectations. There’s nothing worse than a client to expect ABC while the agency delivers XYZ. Everybody is unhappy–pointing fingers, blame-gaming and sweating like pigs at a sausage factory. Sit down and listen to client expectations and what they really want. Draw out their ideal “outputs” and ways to work. Then share the realities about PR’s quirky game. Discuss, manage and agree on expectations at the very start. Write them down. Everyone will need to be reminded. About once every quarter.

• Consistent, frequent communications.
  • E-mail is great for quick updates and queries
  • Skype is great for interaction requiring several people in different locations to discuss everything from deadline confirmations to planned activities and roles and responsibilities.
  • Face to face. There’s nothing like it to build relationships. If it’s brainstorming and a creative process, this is the best way to go. It’s also best when reviewing activities and results. Body language says a lot.

• A written plan. Where’s the roadmap to your communications plan? Has the agency spent several hours gathering information from your corporate subject-matter experts? What about identifying business goals, sales goals, even financial baselines? Communications should complement the business direction. The plan takes these into consideration. PR and communications isn’t just a creative process, or “working the phones.” Strategy and alignment with corporate direction are crucial.
  CAUTION: Having no written plan guarantees that you and the agency will chase rabbit trails that lessen results and makes entire campaigns impotent. Remember, it costs just as much to be smart as it does to be dumb. Do it right.

• Creative ideas, BIG thinking. You’re paying the agency for their brains. They think differently, see the world in a whole new way, and have the talent to think big and really wacky. Let the ideas flow, even the crazy ones. Among them all, there’s always one or two that resonant, work within budget and seems to be right on target.

• Editorial calendars. Many magazines, even online publications will publish an editorial calendar. It shows what story topics it covers in what months (This helps their ad reps to ring you up and remind you that Topic A is perfect for an ad campaign). But for the PR agency, it’s perfect for approaching the assigned reporter to make sure the client is quoted and part of the story.

• Reporting. Even Captain Picard needs to know what’s happening in the next frontier. Everything looks “normal” until six cloaked Klingon starships show up. Not good. An agency needs to report during the lulls and peaceful times, and when the unexpected occurs. Good information is, well, good. Consistent reporting isn’t an extra; it’s a requirement. Agency reports may be weekly, monthly or quarterly, but should always be written and specific.
  A client should expect a report to include:
  • Summary of activities and results (ideally, an agreed-upon approach to measurement)
  • List of primary activities and current status
  • List or explanation of specific reporters/publications/online media called, the story topic being pitched and current status
  • Listing of actual news hits (that are or will soon be published)
  • News clips of stories that have published in print and/or online. These are often provided digitally. But are usually provided in some format.
  • A Quick-Glance of the upcoming set of activities and direction.

• Of course, it goes without saying (I think) that your agency (if it’s a PR agency hired to attract media attention) should be focused on media relations that align with the written communications plan.

Are you getting these 7 Deliverables from your agency?

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Have a great, practical day.

The PR Agency: Results or Ring-Around-The-Rosy? Part 3

We finish up the agency ring-around-the-rosy with part 3, which offers practical advice for practical seekers of quality PR agencies.

The madness of two masters. A PR agency serves two masters: You’re the client and you’re paying the bills. The media control the flow of information and whether you are part of a story they are writing. We strive to make you happy AND the reporter happy. We walk a tightrope between you both. We can’t shove a story idea down a reporter’s throat, nor can we disregard your requests.

Smart agency hiring. So how should you hire an agency? Go national, local, big agency or small? Do they need to be experts in bio-engineering since your company focuses on biotech? Not so much. Most PR professionals are generalists who may write, pitch and parlay their general understanding to the media and others. PR professionals often jump from sharing information about point-of sale-systems for one client, online education for another, and remote monitoring systems for yet another. Check out an agency’s portfolio of projects and writings.

To find the agency best for you:

• Ask for referrals from colleagues
• Check what agencies your competitors are using (size, locale, specialties, etc.).
• Ascertain what you want from an agency–and how much you have to spend. Create a general scope of work.
• Do your interviews, not just with agency VPs, but the entire team, oldest to youngest. Is there rapport, smart thinking meshing personalities? All of these matter.

Does industry experience matter? Industry experience is not always critical when choosing an agency. You may evaluate their knowledge of your company and industry by reviewing their agency’s strengths, team members and client rosters. A key consideration is to evaluate whether they focus on business to business clients, or business to consumer, or are they ad agency/social media agency pretending to do PR and be “everything to everybody.”

Seek agencies by generating a formal Request For Proposal. Don’t! Formal RFPs are often required because of corporate and/or government guidelines, but if you don’t have to generate an RFP, don’t. They’re time-consuming for the client and difficult to complete for the agencies. Nobody wins, and you get answers “you want to hear” vs. what agencies can do–and will do.

Matters of magic. Often, a client thinks a PR agency can start the job without one iota of background or information.  How many times in 25 years have I shared the reality that PR experts aren’t magicians just whipping up really cool ideas and stories. Well, we can, but that doesn’t justify or maximize your PR spend. Creative ideas are great but if they are not tied to business strategy and goals, what’s the point? Don’t expect magic. Expect commitment and upfront time with your PR team to brainstorm, bounce ideas off each other, talk key corporate initiatives, product and services launch plans and more. Encourage your agency to build rapport with executives, managers and every-day employees that have golden insights and information. Ultimately, the PR team is a group of translators and news hounds that take company information and use their expertise to achieve results. We always emphasize that YOU are the subject-matter experts.

Good luck or good approach? Playing black jack requires good luck. PR does not (usually, although a little good luck is always a joyous occasion). PR requires a plan: Goals, objectives, strategy, tactics, and a tie-in to company sales and growth plans. A PR plan is written and consistently updated. Want a SAMPLE COPY OF A PR PLAN? Just ask.

R-E-S-U-L-T-S. That’s always the first sentence out of the mouth of every client. Yet, often, the results aren’t defined. Define them upfront, make sure they tie back to the initial expectations and plans discussed on day one. Often results will change forms over time. Just make sure you’re all on the same page. Results also require more than agency sweat, tears, story pitches and success. It means clients must engage, share ideas (even if they seem crazy) and connect with the team.

PR Land. So often, it’s like Lost in Space. We’re always discovering new planets, people and opportunities, and occasionally we face the difficult ones like Dr. Zachary Smith. PR Land is like going to the moon–full of energy and excitement, often mysterious and rarely boring. PR Land is a great adventure that’s usually a mix of chaos, adrenalin and getting ready for a crazy ride. One caveat, PR, unlike Lost in Space, usually does not require flying into forbidden zones, crashing into alien planets, talking robots or sniveling, double-minded dingbats … Usually.

Public relations. When done well, done right and done honestly, PR is core to your success, in marketing and business. Especially when it’s personal, professional and practical.

—The PRactical PR Guy, Dallas

The PR Agency: Results or Ring-Around-The-Rosy? Part 2

In our last post, we began with, ” So how do you know if your agency is working hard, or just playing ring-around-the-rosy with your money and company?” We talked starting with realistic expectations, then pursuing the agency that’s right for you.

So to continue, here’s the bottom line:

• The number of press clippings don’t matter. Blasphemy, I know. But, would you rather have four news clips in one month, or one big story in a  publication that matters to your customers and prospects? A miniscule mention in the Wall Street Journal (every clients wants to be in the WSJ, whether they have a story or not) is less valuable than Cattle Hide News if you and your prospects focus on beef and hide manufacturing. So, did the agency fail because they didn’t meet the “number of clips standard,” or succeed because Cattle Hide News is the exact target of your business? This is practical PR in progress.

When it comes to PR, here are the practical realities:

• Expectations. I know, we keep talking about this, but it’s critical at the very beginning of a client-agency relationship. When I meet with a client, this is where we start. First, I listen to their PR perceptions and expectations. Then I explain mine and what’s involved in the PR gig. Quality client-agency communications requires an open-door policy that allows candid conversations that can be refreshing, and sometimes difficult. Bottom line, it keeps everyone accountable, intentional and focused. Transparency eliminates friction, confusion and ignorance.

• The Control Factor. An uninformed client–usually a field sales representative that works with the client, calls the PR agency:

“Hey Bob (agency supervisor), we have three sales guys who received Top Salesman Awards at our meeting in Hawaii.
If you could place the story on the inside page 2 of the business section, that’d be great. Oh, we’ve got a great photo too.
Could you get that in this week? Thanks man.”

In this case, we remain calm, get back to the client, provide some education and possibly refer the client to the publication’s advertisement department. As PR professionals, we have absolutely no control of media and a publication’s story decisions, or when and where it will be published. We do the best job possible and remain engaged with the media. The reality is that some months reap rivers of life; others yield times when we feel we’re wandering through the wilderness for 40 years … without Moses. Recommendation: Be patient, know your agency is really working newsworthy story ideas, and recognize that some days are diamonds and some days are dirt.

• Spin, Sin and Doing It Right. High-integrity PR professionals don’t spin or sin  just to get a story placed. We avoid lies and exaggeration. In fact, we abide by codes of ethics from The Council of PR Firms, PRSA and/or IABC. We also counsel clients to focus on quality of news, not quantity of news releases. Quantity results in irrelevant information, not news. Long term, this quality news approach makes the client and agency look a lot smarter to editors and reporters. One alternative news strategy is to identify press-worthy news releases that you actually distribute to media, with others being written but posted only  to your website’s newsroom and being only sent to employees, suppliers, customers and prospects.

—The PRactical PR Guy, Dallas

The PR Agency: Results or Ring-Around-The-Rosy? Part 1

When it comes to PR agencies, you hear one of two things: “We got burned,” or “This agency is better than baked bread.” The question for any organization seeking a PR agency is to start with realistic expectations, then pursue the agency that’s right for you. One of the first questions every potential clients asks is, “Just how many press clippings should we expect—and get—for the money we pay?”

We also hear:

• How many hours are you working per month? How do we know?
• What kind of account service should we expect and receive?
• And, candidly, how do we know how to pick a quality PR agency that fits our organization, people and goals for business and communications?

So how do you know if your agency is working hard, or just playing ring-around-the-rosy with your money and company? The quandary rests on both sides of the fence, for client and agency. Clients must gain some return on their investment, yet PR benchmarks are largely qualitative and rarely quantitative. PR News reports, “Executives expect PR professionals to provide measurement illustrating the impact of their work on business outcomes. However, many are hindered by the high cost of measurement tools and lack of resources, according to a 2011 measurement and practice survey.” In more than 25 years of doing public relations and working with hundreds or organizations, large and small, I’ve rarely had a client want, expect or desire to pay for quantitative metrics, i.e., messaging evaluation, competitive positioning, quality and rank of publications, perception analysis and more.

DISCLAIMER: Granted, most of my experience is working with privately held small businesses. Most clients are happy with press clippings–story “tonnage” that shows progress in getting the news out to the right audiences, publications and online influencers. This seems just fine by small businesses.

So, what’s the magic formula and number for press clippings? Well, besides working smart, working hard and knowing the art of “polite persistence” with reporters, I know of none. Sorry to disappoint. The real-world question is, “How can a PR agency promise press clippings when they have absolutely no control over the story, a reporter’s interest in the story, or the editor’s decision to run the story or not? I’ve had great, strong news stories bumped because “hard news” erupts and has to be covered. I’ve had absolutely worthless “news” (in my humble opinion) picked up and put on page one. It’s an insane world, this PR gig. But always interesting and surprising.

Back in yesteryear—the 1990s—one agency boss expected each account executive or supervisor to secure a minimum of four placed stories a month per client. Period. It was a great expectation, motivator and accountability factor. Today, I wonder if this is still relevant as print publications dwindle and online sites grow (but with different editorial opportunities). It’s a good debate.

—The PRactical PR Guy, Dallas