Breaking news! All forms of media are dead! They are useless to the world of public relations because what the media covers and what is being chatted about on social media just doesn’t matter anymore. It’s all about direct influence of consumers through…well, wait, if we don’t use the media and social media, how will we reach consumers? I’m sensing a flaw in the latest survey by the Reputation Institute that is making some communications pros question their media relations and social media outreach plans.
The basic premise behind the Reputation Institute’s findings is actually quite reasonable. It suggests that direct experiences with a company have more of an impact on how a consumer feels about a brand. They compared that with what a company says and does or what is being said about the brand in the mainstream media or on social networking outlets. Really though, I’m certain the proverbial 1,000 monkeys at 1,000 typewriters could have produced that report.
What I find flawed is the interpretations of the survey results. I’ve already heard one industry leader reference the survey and buy in to the Institute’s headline: “Media’s Net Impact on Reputation is Zero.” I imagine others will jump on this bandwagon as well. The survey suggests that the reputation gap between those people who have had direct experience with a brand and those who have not is nearly zero when measuring the influence of media and social media. That finding, of course, may have people wondering why so much attention (and budget) is being paid to social media experts and the media relations teams at various companies.
The problem is that the finding is utter nonsense. The category that had more of a reputation gap was the one that included marketing, branding and public relations. The largest gap was found in the area that included customer service, products and employment. The idea here is that the larger the reputation gap, the more impact that particular area has on people’s opinions of a company or brand.
But like too many traps in the public relations world, you cannot boil public relations, marketing, media relations and social media activities into one solitary silver bullet that is the cause of trouble or the salvation for your business.
What you make as a product matters to your reputation and so does customer service. Marketing your product, public relations efforts to consumers and branding activities involving social responsibility are important, as well. If you have a great product and excellent customer service, and if you spend money on marketing, public relations, and social responsibility, then you are probably involved with the mainstream media and social media as well. These areas are not silos that can be singled out as the best or worst thing your company should focus on. Instead, you need a more comprehensive and cohesive approach to success.
A great product will sell. Excellent customer service will bring in more customers. And both will be advanced through great public relations and marketing efforts. Those efforts, more than likely, will involve mainstream media stories, articles in industry publications and perhaps even some social media outreach.
So before people go running off declaring media doesn’t matter, perhaps we should look back to earlier reports. Remember the stories about the press release being dead? It’s not dead; it’s simply evolved rather than becoming extinct. Evolution is the name of the game now. Before you write off all forms of media relations because of survey results, consider whether they make sense or not. Perhaps what we need to do is declare pointless surveys with screaming headlines dead. Anyone willing to conduct a survey for me on that?