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Published Monthly by Frank Public Relations Worldwide
for Business Executives and Communications
Professionals Eager to Enhance Business Performance
Public Relations: "The management function that
identifies, establishes, and maintains mutually
beneficial relationships between organizations and the
various publics on whom its success or failure
depends." Cutlip, Center, and Broom
December 1, 2004
In this issue: Employee Engagement as PR's Mightiest Weapon in the Ongoing Quest for Excellent Reputation Management
Creating Employee PR Ambassadors: Gain PR results
by effectively reaching your internal publics
If you find this newsletter helpful, please feel
forward to your network
Is it okay to have 400 people in your Marketing and
Public Relations Department?
Yes, this does sound excessive but just think, what if
you could educate each member of your organization
with key concepts, mission, vision, value proposition,
strategic goals, and objectives so that every point of
contact with your stakeholders becomes a public
relations moment? What about leveraging your
organizations' human capital to expand your image,
reputation, and revenue?
Do I have your attention? I should.
Often we liberally spend resources on a crackerjack,
highly glossed marketing and public relations
initiative, yet we fail to do the small things that can
really make the biggest impact. Put another way, we
do not need to strive for mountains to get our
message out; instead a fist full of pebbles can be
even more impactful.
Even if your organization is fortunate enough to have
its own marketing and public relations professionals
spearheading this critical business activity, the heart
of a great communications program resides with
every employee. The "Frankly Speaking" concept
encourages us to target every single member of an
organization. The solution is to create "PR
The solution is to adopt a progressive internal or
employee communications program, also known as IC
program, which harnesses the power of employee
Never underestimate the power of your employees.
They have the ear of at least l0 people outside of
your organization. They can be champions of your
organization's mission. Work towards helping them
deliver the best message possible. Communicate
regularly, communicate effectively, and most
importantly, communicate respectfully.
Whether you are in charge of answering your
organization's telephone, a member of the customer
service team, or the Chief Executive Officer, you are
your organization's corporate communication PR
Here are three easy to follow tips that you can
incorporate today to create change today. Why
wait? Start now to build your public relations efforts
from the inside out!
1.Send a Thank You note. Your employees
will be completely surprised if you send a note that
merely expresses your gratitude, commending them
for a job well done.
Something as simple as, "I was reviewing this week's
sales reports and I just want to take this opportunity
to commend each of you for getting your reports to
me in a timely fashion. They were well prepared and
are a great reflection of our collaboration here. Thank
you for staying the course with XYZ organization. I
continue to be grateful to spearhead a team of
consummate professionals." No need to explain the
implications of this. We all want to feel valued and
when we do, we greatly esteem our organization and
are poised to take on our role as PR ambassadors.
Read the following example, and perhaps you can
calculate the potential financial savings that may be
realized with a simple thank you note.
Upper Valley Medical Center in Troy, OH, saw an
80% drop in serious medication errors after pharmacy
director Thomas Bigley, RPh, MS, began sending staff
thank-you notes with an enclosed $2 coupon to the
hospital cafeteria in 2000, he says.
The incentives led to an increase in error reports
from 15 per month to 70-80 per month, Bigley says.
The increased reporting allowed the hospital to look
for potential system flaws that could cause the
errors, such as a lack of information on the
medication administration record that leads a nurse
to misread a medication administration time. Adapted
from Hospital Pharmacy Regulation Report (June
2004), published by HCPro, Inc.
Can you quickly calculate the potential for savings by
implementing a program like this?
2. Ask your receptionist to breakfast.
Immediately he/she will feel valued and special. Be
sure you help by providing a back-up receptionist.
Ask the receptionist for three ways that you can help
improve their performance. This is not a gripe session
but a chance to gain insights into their world, and
provide some actionable solutions. An example may
be that your company has recently enjoyed
unparalleled expansion with many new employees
peppering your employer roster. Have you provided
the receptionist with an updated contact list? It is
frustrating to respond to callers' inquiries with an
outdated list. You only have one first chance to make
the right first impression. How are you presenting
your company's hard earned image?
3.Take your lunch to the lunchroom. In less
than 45 minutes chatting and mingling with
employees, you will be amazed at some of the "food
for thought" that is shared over this mealtime ritual.
Perhaps you will learn that the clock in the lunchroom
is five minutes slow, which accounts for why so many
employees are late returning to their desk. Why is
this important? Employee morale! If employees are
unhappy with the way they are treated (in this case,
penalized for returning to their desks late), they are
likely to say less than kind things about your
organization. Remember every point of contact with
someone outside of the organization is a chance to
be repeated again and again, just like the child's
game of telephone -- news spreads quickly by "word
of mouth." Be sure they are spreading a great
message of pride.
If you follow these steps first thing tomorrow
morning, I know you will start seeing results in 24
hours. A great PR program takes careful planning,
execution, and consistency. What you start today
can become a sustaining program of internal PR that
will positively impact your bottom line for years to
Frankly Speaking Tip Sheets
For more tips, you may want to order "Turn Around
Your Organization's Image for Almost Free in 24-
Hours." $9. Go to www
.frankpr.com for ordering
Frankly Speaking Live
Do you want some PR help right now, without a long-
term contract and commitment? Would you like to
brainstorm a PR idea, or press release? Have you
been hit with a crisis, yet have no plan of action and
don't know what to do next?
Please check out Frankly
Speaking Live, a unique
service offered exclusively by Frank PR Worldwide.
Frankly Speaking Live is a one-of-a-kind telephone
consulting service from Frank Public Relations
Worldwide. The cost is nominal, the impact
tremendous. At just $165 an hour, you will get
unsurpassed, timely and tailored PR consulting.
Frankly Speaking Live is your personal PR consultant -
available anytime and anywhere. For help right now
with any internal or external public relations need,
including crisis communications, check out Frankly
Speaking Live to arrange for a one-hour (or longer)
This service is available seven days a week, from 6
am to 10 pm PST, because some of the most severe
crisis can hit an organization during the pivotal
evening and/or weekend hours. Why wait until
tomorrow or Monday morning to strategize a workable
solution to a PR crisis?
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About Frank Public Relations Worldwide
Frank Public Relations Worldwide is an innovative,
results-oriented marketing communications company
focused on the dynamic alignment of business
development, strategic marketing and public and
employee relations. Frank Public Relations Worldwide
is backed by three decades of creating winning PR
campaigns for a global client base. Founded in
founded in 1999 by award winning public relations
expert Peggy C. Frank, MBA. Frank Public Relations
Worldwide is renowned for communication and
engagement skills as well as a proven ability to train
and mentor at all levels of an organization to both
deliver consistent messaging and to enhance
performance and profitability.
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successful" - Francois la Rochefoucauld
Published introductorily by Frank Public Relations Worldwide
Frankly Speaking™ newsletter and Frankly
Tip Sheets are produced by Frank Public Relations
. Frankly Speaking provides innovative
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Frankly Speaking is backed by three decades of
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C. Frank, MBA.
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