Yum’s Smooth PR Move

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You’ve probably never heard of Yum Brands, but they’re the fast-food giant that owns KFC, Pizza Hut, and Taco Bell. Last week they opened Bahn Shop, a Vietnamese-style-street-food shop in Dallas, selling the bánh mì, a popular Vietnamese sandwich that’s starting to catch on in affluent American cities.

But, Banh Shop barely opened their doors before complaints started pouring in from members of Dallas’s Vietnamese-American community. The outrage wasn’t over inauthentic recipes or bad food, it was the shop’s use of a five-pointed red star in the logo.

“Think about a German shop that sells bagels, and the logo has a swastika — what would you think?” asked Thanh Cung, president of the Vietnamese-American Community of Greater Dallas. “That’s exactly what Vietnamese people in the United States feel.”

Cung started a petition to have the red star removed from the logo, saying it evoked bitter wartime memories. Having fought against communist forces in the South Vietnamese army, Cung spent two-years in a prison labor camp at the conclusion of the war where he was starved, tortured and regularly beaten.

In response to the petition and criticism, Yum Brands acted immediately.

“We made a mistake,” said Yum Senior Vice President Jonathan Blum. “It was never our intent to offend anyone, but we see we have made a mistake and in hindsight, we should have recognized this logo could be offensive. As soon as we learned about it, we immediately took action.”

Yum not only removed the logo from the building, leaving it’s new food outpost nameless and unbranded, but they pulled menus, interior signage and employee uniforms.

Blum has even asked for Cung’s help in vetting new branding. “We will design a new logo, and would greatly appreciate your reviewing it, along with other aspects of this restaurant, before we make a final decision,” he said to the community leader via an apology letter. “We hope that you can let us know if there are any other elements in the new logo or aspects of the restaurant that could be perceived poorly.”

While Yum probably should have done a better job during brand development, they clearly responded perfectly in a potentially disastrous situation. Bad PR can be turned into good PR, if handled correctly.

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15 PR Experts to Follow on Twitter

I personally find Twitter to be a bit of an annoyance.

Sure, it’s a great place to engage customers with real-time customer support, but it’s also crowded, distracting and filled with nonsensical ramblings.

If you’re selective, however, you can find some excellent resources.

That’s how I use Twitter. I follow the select few who share informative, educational and insightful ideas, and links to relevant content.

Here are 15 Public Relations experts and contributors that I think are truly worth the follow.

  1. Bill Stoller – 25-year PR Pro helping others get their share of publicity; Editor & Founder, Free Publicity Newsletter.
  2. Joan Stewart – Publicity and PR expert, journalist, author, biker chick, gardener, foodie, Weight Watchers devotee, Sopranos junkie & proud Cheesehead.
  3. Paul Hartunian – World renowned free publicity expert, 1st person to REALLY sell the Brooklyn Bridge, making worldwide news.
  4. Deirdre Breakenridge – CEO of Pure Performance Communications, speaker, author of Social Media and Public Relations & PR 2.0, adjunct professor.
  5. Todd Defren – Principal at SHIFT Communications, and a PR blogger.
  6. Danny Brown – Chief Technologist @ArCIntel. Co-author Influence Marketing: How to Create, Manage and Measure Brand Influencers in Social Media Marketing
  7. Barbara Rozgonyi – Public Speaker * Corporate Trainer * 3D Social Media * Photographer * SMCChicago Founder
  8. Pam Perry – Award-winning Social Media Marketing & PR Pro, Radio host, Author, Community Manager, Content Curator, Wife, mother & Branding Superstar!
  9. Dan Janal – Publicity speaker and PR consultant. I help people become thought leaders with effective and affordable services. Author of Reporters Are Looking for YOU!
  10. Petri Darby – Brand marketing, digital & communications strategist for Make-A-Wish America. Did agency, corporate and political gigs too.
  11. Dan Keeney – President of DPK Public Relations, baseball and cycling fan and beer enthusiast.
  12. Heather Whaling – Communicating … Connecting. PR & SM small biz owner (@GebenComm). Love nonprofits, sports, politics, news, pop culture, vino & my iPhone. Blog: www.prtini.com
  13. Sarah Evans – @SevansStrategy, non-profit, social good, fashion, #journchat and MediaOnTwitter, community mgr @Pitchengine, dog lover.
  14. Valerie Simon – SVP BurrellesLuce Media Monitoring and Measurement; Public Relations Columnist/ Freelance writer, Suburban mom of 2/still a NYC girl @ heart.
  15. David Meerman Scott – Marketing speaker and bestselling author of The New Rules of Marketing and PR and the new book World Wide Rave.

Which PR experts on Twitter do you think should be added to the list?

5 Tips to Success Using a PR Firm

There’s no real question, a concentrated public relations (PR) effort can benefit any company.  PR not only builds recognition but can increase sales, strengthen customer loyalty and set companies apart from their competitor in crowded and oversaturated markets.

A successfully deployed PR business-building strategy can yield significant and lasting results. “Two of our clients measured [return on investment] from PR and calculated it at $4 in new business to every $1 spent,” says Amy Bermar, president of Corporate Ink in Newton, Mass.

It all sounds great, but a good deal of success lie on the management of the PR agency. Otherwise you can find the focus of the effort shifting to their vision and your company suddenly redefined by their goals and expectations.

Here are a few guidelines that I recommend you consider when hiring a PR firm:

Make Sure There’s a Good Fit

Don’t get sucked in by fancy pitches and exquisitely furnished offices. If they don’t get the essence of your company or understand your market and its challenges, you are in for a wild ride. At the end of the contract you may feel like someone tried to force you into a tutu and turned you into a ballerina. Everything you’ve come to love and believe in your company will be redefined into something you can’t recognize and your budget will be blown.

There are a zillion agencies out there specializing in as many industries. Take the time to find the right one for you. Do your homework and interview carefully. It doesn’t hurt to visit their offices to get a feel for who they are and how they view themselves. And, don’t hesitate asking them to detail specific successes, then ask if you can call those companies for a reference.

It’s probably a good idea to make sure they have accreditation from the industry’s largest association, the Public Relations Society of America. Plus, you’ll want to make sure they have specific and comprehensive journalistic experience. PR is, after all, primarily about dealing with writers, editors and publications.

Finally, ask who in the agency you will be working with. It’s not uncommon to sign a contract with a big, well-known firm only to find you’re working entirely with junior staffers.

Phase in the Fees

Just about every agency is going to want to set up a retainer, and in most cases they’ll want a one-year contract at a minimum.

It will be to your advantage to start on project with a fixed price tag. That’ll allow you to, as the saying goes, date them before marrying them. It provides you with the opportunity to evaluate both the relationship and results.

You can always try the paying for customized services option. This allows you to use the cafeteria approach and only buy what you need/want. For example, you could hire a publicist to write as-needed press releases on an hourly basis.

Here are red flags to watch out for that usually indicate you’re in for trouble and won’t get what you pay for:

  1. A firm promises guaranteed results. Seriously, who can really guarantee anything?
  2. A firm spends too much time doing research. This is an easy way to build up the charges while staying away from the actual doing (where the real results can be measured).
  3. They don’t go into specifics. You should know exactly what is planned and how they intend to make things happen.
  4. You continuously get status reports, but they never seem to show ongoing results.
  5. You find a typo in anything they present to you.

Define and Measure Results

In many cases, agencies will promise a specific number of media placements over a given period of time. Normally it’s over a month. If they don’t, you’ll want to either hammer that into the contract or look for a different firm.

Tell them what you expect, such as:

  • A certain number of column inches, air-time, sound bites or web hits.
  • A feature in an influential journal.
  • An measurable increase in customer awareness of your brand.
  • A specific number of sales leads within a designated timeframe.
  • Invitations for your executives or thought leaders to speak at events or seminars.
  • Specific industry awards.

“Develop a survey before the publicist starts to set a milestone,” says Vince McMorrow at RMD Pubic Relations in Albany, Ohio. “After their work has had a chance to be absorbed by your market, re-survey to find if the needle has moved.” This will allow you to gauge and measure results.

Manage the Process

Managing the firm will be a big part of the overall success. Ask for regular reports, status memos and update presentations. All of them will be happy to send over progress reports but getting them back into your office, or scheduling meet-ups at theirs, forces a deeper back and forth, and allows for a more comprehensive discussion of tactics and results. It’s also smart because it gives you and the firm an opportunity to consider adjustments as you move through your initial strategy.

Be Realistic

And, finally, it is incredibly important to have a realistic outlook for your intended goals. Lea Conner, at Conner Dudley Communications in Spokane, Wash., has the perfect example of a client who lost touch with reality, a self-published author who wanted to appear on TV talk shows to publicize her book. The two agreed to build up to major media over several months by creating marketing materials and having the author gain local media experience. A month later, the author grew impatient, wondering why she hadn’t yet been booked on The View or Oprah. “It’s easy for clients to get so caught up in their own dreams,” Connor says. “They fail to realize the amount of work it takes to achieve major results.”

I hope these guidelines will help you charter the sometimes murky waters of public relations and build a great relationship with the perfect agency.

Happy hunting!