Persistence of Vision

This summer, I’m enrolled in one classroom course for my Master’s Program. The course is a survey type course (broad-spectrum, not a questionnaire) covering research methods. We’ve been encouraged to select a topic area for the majority of our individual assignments, and I continue to doggedly pursue corporate reputation.

Why do I think corporate reputation is so important to my studies? Because of the long memory of the web – a years old problem can still influence consumer opinion because of the depth of information available and the fact that past mistakes are no longer gone nor forgotten. The internet has changed all that.

I believe social media has the potential to most firmly impact a company’s reputation management, from the ability to monitor consumer sentiment to the opportunity to present candid information and response. Used correctly, social media can help a company with internal awareness of their reputation, but it can even give the people within the company an opportunity to build a stronger reputation.

The Best PR…

I’ve had a busy few weeks, figuring out my new class, going to a prospective student day to look at going back to school more formally and ramping up for a busy season at the office.  This has all served to remind me of something I think most communicators know but often forget to acknowledge – customer service rules the day.

Put another way – The best PR is a great experience.

Have I told everyone I know about how friendly the faculty at the student visit day were?  You bet.   Have I noticed the way that I treat my media partners a little bit more?  Mmhmm.  Did I realize that it’s important to focus more on what you’re being told than on what you’re saying?  Yes, indeedy.

So please, consider this a brief reminder: every moment you communicate to someone else, it is a customer service experience.  You may perceive that you’re equals, but it’s not true.  Even when you’re chatting with a friend (while your roles may change from provider to receiver) someone is always supplying SOMETHING, whether it’s a friendly ear or a full-on monetary transaction.  So remember, satisfaction is the best public relations.