Please feel free to publish this article and resource box in your ezine, newsletter, offline publication or website. A copy would be appreciated at bobkelly@TNI.net. Word count is 870 including guidelines and resource box. Robert A. Kelly © 2003. Are You
Culprit?
Are you a manager who pretty much ignores your organization’s important outside audiences?
If that’s you, do you realize how difficult you’re making it to achieve
important behavior changes you really need and want? I mean changes that lead directly to achieving your department, division or subsidiary’s objectives?
I’m talking about growing
repeat purchase rate; attracting new prospects; achieving new levels of membership applications or contributions; expanding
list of organizations officially specifying your service and products; or suppliers newly motivated to meet your strict quality and delivery requirements.
Start operating in your own best interest by taking a closer look at
public relations work underway on behalf of your unit.
Is it focused more on communications tactics than upon a workable, comprehensive plan for dealing with those key external audience behaviors that impact your operation
most?
What may be needed is a refocus on
fundamental premise of public relations: People act on their own perception of
facts before them, which leads to predictable behaviors about which something can be done. When we create, change or reinforce that opinion by reaching, persuading and moving-to-desired-action
very people whose behaviors affect
organization
most,
public relations mission is accomplished.
When you meet with
PR people assigned to your unit, be clear about
need to list and prioritize those key external audiences, and then monitor how your unit is perceived by members of those audiences. That means interacting with those folks and asking lots of questions. Now, and only now, can you mount an effort to alter those perceptions, and thus behaviors, in your direction.
You need to evaluate
data gathered during
perception monitoring session. Is there a glaring inaccuracy about your organization mentioned by several members of that audience? Any false assumptions come bubbling up about your products, services or management? Are misconceptions, rumors or distinctly negative attitudes obvious during your monitoring interviews?
From these data, you frame your public relations goal. For example, spike that rumor, correct that inaccuracy, clarify that misconception or “we’d better do a better job of communicating our product and service benefits.”