PRESS RELEASE
January 27, 2010
For Immediate Release
Preston Parker
President Social Media Club of Cache Valley
851 N Main St., Logan UT 84321
661-772-7537
Social Media Club of Cache Valley Seeks Members
Organization offers connections on online networks
LOGAN, UTAH- The Social Media Club of Cache Valley, a club dedicated to educating and encouraging people in the use of social media is seeking members in Cache Valley. Membership is free and all are invited to attend.
Meetings are held once a month at local businesses and center around learning more about the rapidly growing
“We really want to create a place where people can come together in a comfortable environment and learn more about social media,” said Preston Parker, club president.
Wednesday, January 27, 2010
Monday, January 25, 2010
United Airlines Breaks Dave's Guitar
In the spring of 2008, United Airlines was accused of damaging a customer's guitar. The guitar belonged to Dave Carroll, the lead singer of the band Sons of Maxwell. Carroll saw United employees mishandling his guitar while loading luggage onto the plane. Upon further inspection Carroll found the guitar severely damaged. He then attempted to receive compensation by the airline for the damage to his $3,500 Taylor guitar.
Each employee that Carroll talked to did not deny the Airline's guilt in damaging Carroll's guitar, but refused to accept responsibility and passed him on to another employee for compensation. Eventually, United refused to compensate Carroll for his loss. Carroll decided to express his frustration by making a music video which recounts his experience with United. The video, which was released on YouTube, became very popular and has been viewed over 7 million times. The video which cost Carroll $150 to produce has cost United millions in the stock market and damaged their public image. In efforts to repair their damaged image United offered to pay Carroll $1,200 for guitar repairs along with some flight vouchers which Carroll refused.
In hindsight I’m sure both parties may have handled things differently, especially United. Things have been difficult for airlines lately, everybody gets that. I’m sure they have had to make cuts to stay afloat, but it seems like all of their cutbacks are in the area of customer service. You don’t get complimentary drinks and snacks on short flights, and longer flights often don’t offer meals. Each bag is charged between 50 to 100 dollars to fly with you, and as Carroll’s incident shows that extra money spent to check an item doesn’t mean it is getting any kind of extra care.
Customer service has everything to do with solid PR. The companies that I will always buy from Apple, Nixon, and Netflix to name a few, have bent over backwards to make sure that I am happy with their products. Gaining long term loyal customers isn’t that difficult it is as simple as this: Be honest and fair. There it is United, in layman’s terms stop treating your customers like another bag that is being checked and start treating them like people.
United, if another customer ever calls with a broken guitar here is how you handle it. Apologize for the damage and inconvenience (people know your company isn’t perfect they’ll accept an occasional mistake). Then thank them for flying with you and look up the retail price of their damaged belonging. Finally, offer them a fair compensation for the item along with a travel voucher for a free flight. Initially, it will cost you some money but in the end it will pay off. Just think if Carroll’s situation would have been handled this way. You would create a loyal customer whose profession requires extensive travel. Not only does he travel, his band members and everyone that is associated with them is also traveling. Because you treated Carroll so well they all will fly with you. Then eventually if the band becomes well known you could have celebrities will vouch for you and still fly with you because you earned their loyalty. The initial investment will pay for itself in the end.
The only fear I have for Dave Carroll and the Sons of Maxwell is what they will always be known for. Carroll has already said that “United Breaks Guitars” is the band’s most requested song. It could be tough for the band to break away from their YouTube fame. I’m sure the band wants to be well known country music artists, and being the guys that did that YouTube video might be hard to overcome. It’s still possible for them to become a mainstream band, I just worry that it will be difficult and frustrating process.
Each employee that Carroll talked to did not deny the Airline's guilt in damaging Carroll's guitar, but refused to accept responsibility and passed him on to another employee for compensation. Eventually, United refused to compensate Carroll for his loss. Carroll decided to express his frustration by making a music video which recounts his experience with United. The video, which was released on YouTube, became very popular and has been viewed over 7 million times. The video which cost Carroll $150 to produce has cost United millions in the stock market and damaged their public image. In efforts to repair their damaged image United offered to pay Carroll $1,200 for guitar repairs along with some flight vouchers which Carroll refused.
In hindsight I’m sure both parties may have handled things differently, especially United. Things have been difficult for airlines lately, everybody gets that. I’m sure they have had to make cuts to stay afloat, but it seems like all of their cutbacks are in the area of customer service. You don’t get complimentary drinks and snacks on short flights, and longer flights often don’t offer meals. Each bag is charged between 50 to 100 dollars to fly with you, and as Carroll’s incident shows that extra money spent to check an item doesn’t mean it is getting any kind of extra care.
Customer service has everything to do with solid PR. The companies that I will always buy from Apple, Nixon, and Netflix to name a few, have bent over backwards to make sure that I am happy with their products. Gaining long term loyal customers isn’t that difficult it is as simple as this: Be honest and fair. There it is United, in layman’s terms stop treating your customers like another bag that is being checked and start treating them like people.
United, if another customer ever calls with a broken guitar here is how you handle it. Apologize for the damage and inconvenience (people know your company isn’t perfect they’ll accept an occasional mistake). Then thank them for flying with you and look up the retail price of their damaged belonging. Finally, offer them a fair compensation for the item along with a travel voucher for a free flight. Initially, it will cost you some money but in the end it will pay off. Just think if Carroll’s situation would have been handled this way. You would create a loyal customer whose profession requires extensive travel. Not only does he travel, his band members and everyone that is associated with them is also traveling. Because you treated Carroll so well they all will fly with you. Then eventually if the band becomes well known you could have celebrities will vouch for you and still fly with you because you earned their loyalty. The initial investment will pay for itself in the end.
The only fear I have for Dave Carroll and the Sons of Maxwell is what they will always be known for. Carroll has already said that “United Breaks Guitars” is the band’s most requested song. It could be tough for the band to break away from their YouTube fame. I’m sure the band wants to be well known country music artists, and being the guys that did that YouTube video might be hard to overcome. It’s still possible for them to become a mainstream band, I just worry that it will be difficult and frustrating process.
Tuesday, January 19, 2010
What do Public Relations Professionals do?
The following is a letter I wrote to my cousin Jake giving him some information on the profession of Public Relations.
Jake,
Hope all is well. I wanted to share some useful information about public relations. You mentioned that you didn't know much about the profession. This letter should give you a general background. There are three areas that public relations professionals focus on: improving communication between the organization they represent and the public, producing quality written materials for their organizations, and building relationships.
Public relations professionals are paid to represent an organization. Any organization can be represented including businesses, government agencies, and non-profit organizations. The goal of all work done by a public relations professional is to improve the image of the organization they represent in the eyes of all relevant publics (groups of people that an organization has some kind of contact with). By being honest in their communication, and by openly sharing company information the public relations professional helps build an organization's image. Image is also built by showing an interest in different public and community goals then working actively to help these groups achieve them. In summary, a public relations professional works as a bridge between an organization and its publics. The bridge allows a free flow of information back and forth. Without this bridge messages could be misrepresented and could lead to damaged relationships.
Jake,
Hope all is well. I wanted to share some useful information about public relations. You mentioned that you didn't know much about the profession. This letter should give you a general background. There are three areas that public relations professionals focus on: improving communication between the organization they represent and the public, producing quality written materials for their organizations, and building relationships.
Public relations professionals are paid to represent an organization. Any organization can be represented including businesses, government agencies, and non-profit organizations. The goal of all work done by a public relations professional is to improve the image of the organization they represent in the eyes of all relevant publics (groups of people that an organization has some kind of contact with). By being honest in their communication, and by openly sharing company information the public relations professional helps build an organization's image. Image is also built by showing an interest in different public and community goals then working actively to help these groups achieve them. In summary, a public relations professional works as a bridge between an organization and its publics. The bridge allows a free flow of information back and forth. Without this bridge messages could be misrepresented and could lead to damaged relationships.
Writing is a second area of focus in public relations. By writing messages that are clear, concise, and accurate PR professionals can improve an organization's image. These written messages focus on bringing attention to organization successes, or minimize organization failures. Though the public relations messages tend to favor the organization being represented they should never lie or mislead in any way. Good public relations writing does not deny an organization's shortcomings and failures, but focuses on how the organization handles its shortcomings openly and responsibly. Public Relations writing often targets media members. Because of this messages should be concise and accurate. When messages are to the point and focus on the most important information they are more likely to be well received and used as intended. Some of the frequent tools that public relations professionals use to send messages are: press releases, newsletters, annual reports, and use of websites and social networks.
The last and perhaps the most important area in which public relations professionals focus their efforts is in building relationships. Relationships drive effort and change. Without effectively building relationships many efforts to further an organization's image may be ignored. People will work with and support those they can trust. This trust is built through honesty, respect and consistency. A public relations professional needs to be respectful of members of the media and to the organization's publics. Consistently delivering accurate information in a timely manner will positively build relationships.Once relationships are established a public relations professional should maintain those relationships and keep regular contact. By acting with integrity and never asking those they work with to compromise their standards a public relations professional can build many relationships that will benefit the organization, and also themselves.
This should give you what you need.
Sincerely,
Cam
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