News & Ideas


You Think You Want a Digital Campaign? You’re Wrong.

Social media

Some of the many social media tools at our disposal.

How clients can navigate as digital communication changes PR and marketing

When a client says, “I’m looking for a digital or social media campaign,” how should you respond?

“No, you’re not!” is the answer public relations industry analyst Paul Holmes recommended to a room full of agency leaders in Toronto last week. The respected British trade journalist, who has chronicled the growth of the global PR industry for a generation, made the simple but too-often forgotten point that the right starting point is not the media channel, but rather the business or communication goal.

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April 14th, 2014 | Posted in News | 0 Comments

Learning from tragedy: Malaysian Airlines and crisis communications

In an era of short attention spans and fragmented audiences, it’s rare to see the world so transfixed for weeks as it has been with the fate of Malaysian Airlines Flight MH370.

The combination of mystery, international scope and relatable human tragedy made the jet’s disappearance a powerful story, and this week’s confirmation of its passengers’ deaths has united the global community in grief.

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March 27th, 2014 | Posted in News | 0 Comments

Can Your Reputation Weather a Customer Service Crisis?

A bitter winter shows where communication can make a difference

In much of the Northern Hemisphere, an unusually brutal winter has wreaked havoc on travel schedules, paralyzed airports, shut down electrical grids, strained customer relations, and created reputation management challenges for many organizations.

Unlike a crisis that affects health or safety, the primary risk in a customer service disaster is to the organization’s relationships and reputation.

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February 18th, 2014 | Posted in News | 0 Comments

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