To recap: A vice president at BrandLink Communications (let’s shorten that to BLC) presumably received a forwarded email from an employee. The forwarded email was originally sent by The Bloggess, declining a BLC pitch. The decline was sharply worded, and used a few examples of language a lot of us would consider inappropriate in business transactions, but clearly intended as snark. The BLC VP tapped out some vulgar language to describe what he thought of the blogger. He intended to share the email with his employee, but hit Reply All instead, delivering the note to the blogger, too. When the blogger pointed out what he’d done, the VP aggravated the situation by typing a follow-up email that lacked any sense of accountability and piled on further demeaning statements about the blogger.
All this turned into a juicy blog post (includes language NSFW) for The Bloggess and ultimately a social media traffic jam for BLC.
Words about the Whys
This brought to mind some obvious questions:
- Why does anyone still mistake the Reply All button for Reply in this day and age?
- Why do PR people get so hot under the collar about declined pitches from bloggers?
- Why can’t people apologize – quickly, simply, genuinely and without excuses – when they’ve done something wrong or hurt somebody?
The social media ‘verse jumped on all three of those bandwagons last week. This week, these are the questions still pinging my brain:
- Why is a vice president – or any manager, for that matter – expressing himself to an employee using foul language?
- Why is this person in PR?
Strangely enough, this incident sent me back to my college textbook, Effective Public Relations. The very first thing authors Scott M. Cutlip and Allen H. Center have to say about the practice is this:
“Public relations is the planned effort to influence opinion through good character and responsible performance, based upon mutually satisfactory two-way communication.”
Reading that solidified everything that troubled me about the BLC-Bloggess episode (and all-too-similar incidents).
What shocked me is that this derived from the thoughts and actions of someone who’s risen to the role of vice president in the PR industry. Yes, it’s worth asking how someone gets to be a manager, much less a VP, if they think using vulgar language is appropriate in the workplace – when they feel so comfortable with it that they commit it to email, where it will live forever.
Many companies scan employee messaging for inappropriate language for the express reason that it creates an unpleasant and sometimes downright hostile work environment. Even if you’re tempted to use swear words at work, IT scanning is reason enough to hold back.
More to the point, if you’re managing people, you’re a role model. And, if you manage staff in the PR field, you’ve got a double role-modeling going on. Employees not only look to you to help them understand the kinds of behavior appropriate in the office, including civility and professionalism, but they’re picking up clues about how to interact with the client and with the media on the client’s behalf. I’m not clear where emailing a junior staffer a derogatory note about a blogger – even one meant as commiseration over not getting a hit – fits in. That email influences opinion among the people who report to you, but it doesn’t demonstrate good character or responsible performance. And the blogger who received it by accident clearly didn’t find the two-way communication mutually satisfactory.
A Passion for PR
PR is a profession for people with passion. We love what we do because we’re inspired by what our clients have achieved, and we want to tell the whole world (or various niche audiences) about it.
Sure, we get excited over media hits, but that shouldn’t necessarily translate to plummeting into despair when pitches fail. Or cursing reporters and bloggers. Is this really where you want your staff focused?
Let the excitement of your efforts carry you forward. Encourage your team to turn their attention to the next media outlet or blogger on the list. Remind them that every “no” gets them that much closer to the person who says “yes.” Better yet, have them talk with the reporter or blogger about why the pitch didn’t land, ask what would work in the future, and how she or he likes to receive information (you’d be surprised, a personal approach can even – sometimes – turn a “no” into a “yes,” but if it doesn’t, you still wind up with a better sense of how to be a hit with this person next time around).
Why Do Bloggers Enjoy the Special Ire of PR Pros?
In his second email – the one that was intentional – the BLC VP was quite clear that a blog was barely a blip on his impressions radar, so why the elevated blood pressure?
Have we drunk the Kool-Aid that suggests blogs in some magical way influence consumers more effectively and thus equal the Holy Grail of “engagement” in ways that mass media can’t?
Are we so desperate to prove we “get” social media? And, if we do understand it, why are we relating so rottenly with bloggers. Any PR person with a dash of social experience on the side could have predicted the social media fallout that resulted from refusing to apologize and suggesting that a blog was irrelevant.
Here’s the thing: bloggers can be influencers just as much as reporters. But, a pitch that gets picked up by a blog is an impression, just like any old media impression. If you want true engagement for your client, you need to help them establish their own relationships, whether B2B or B2C, and set up their own social experiences with the audiences they want to reach.
Why Work in PR?
The heart of the professional-behavior issue for me is this: As a PR person, we’re supposed to be hard-wired to understand that everything we say and send must be on behalf of the client and reflects on the client. It doesn’t matter whether our clients have B2B or B2C audiences, or if they’re internal business leaders and we’re helping them message to employees, board members or other stakeholders.
If we’re not acting on behalf of our clients, we’re in the wrong job. But, let’s say we forget every once in a while. We’re human, after all. Then, why aren’t we acting on behalf of the company? We’ve been in a lengthy period of recession; losing a client over something like this has repercussions for the agency and all the people who work there and would like to continue bringing home a paycheck.
When we lose a sense of joy – about this or any other profession – other things slip, too, in our practice. When that happens, perhaps it’s time for some reflection on what we’re doing and whether we still find passion in it.
The best PR practitioners lead with their hearts, their values and a clear understanding of and passion for the purpose of this work. They are happy to come to work every day and thrilled when they make things happen for their clients. It’s how they remain professional, ethical and effective in their communications amid even the most intense crises and why clients and media people (traditional and new) respect them.
Writing that inspired me this week:
“Public relations defines itself by what it does.”
~ Cutlip and Center, Effective Public Relations