We’ve all consumed the horror stories from journalists recounting tales of PR folks sending off base pitches, cc’ing journalists on inappropriate emails, or getting irate when an editor won’t take a briefing. The wind blows two ways, however, so we’ve cobbled together some stories from across the agency of some less-than-savory encounters with the media. Believe it or not, there were many stories to tell, so this is a two part series. Read on, and feel free to share your own anecdotes!

Bill Bourdon: Follow through is a key requirement of any successful PR program, or business for that matter. This includes following up with team members to ensure accountability on everyone’s respective roles, following up with clients on their deliverables, and also following up with media around pitches, client interviews, etc. The latter obviously involves a good deal of tact. For example, bombarding a reporter after a client interview via phone, email, IM and Twitter is a surefire recipe to agitate them and potentially get blacklisted. However, tactfully following up with a reporter a week after an interview with a client about a major launch to determine the status of the story and offer further assistance is a necessary part of what we do.

This is why I was shocked to receive a three-paragraph rant back from a certain editor in chief at a certain knowledge management trade publication upon following up with him very tactfully after arranging interviews with a client and one of their customers. Both my client and their customer had taken a lot of time to prepare for the interview and naturally wanted to know if the story was still planned. After politely following up more than a week after the interviews had passed, I received an ALL CAPS diatribe back from the editor threatening to blacklist me and my agency, and inform my client of my incompetence. Little did he know that little email temper tantrum put him on my own blacklist and I’ve never communicated with him ever since.

Elissa Ehrlich:  A former mobile client had us put out a globally generated press release about an analyst report that named their company as having top share of the CDMA handset market worldwide. A mobile trade publication called us to verify the numbers and asked us to speak to the analyst. When we went back to the client, well, it turns out that the report was not yet issued so they didn’t want to speak to any media about the story. We had to go back to the publication and tell them not to publish the story yet, even though we put out a release about it. The editor of the publication called me, yelled at me and said never in all her time has she ever experience such a travesty of PR (really? never anything worse than that?!). Moral of the story – don’t put out a press release about an analyst report without first checking that it has been published!

Amy Ziari: When good news turns to just plain awkward and sad: An editor from one of the largest national dallies called to say that YES, she would take me up on my offer to do an exclusive story on my client. Cue Amy trying but probably failing to contain her excitement! The high was very short-lived though when she then burst into tears, mumbling something about having a family member recently die, and then immediately hanging up on me. To this day, I can’t believe she still did the story.

Tyler Perry:  We were launching a client out of stealth mode. PR was obviously a major component of it, and the debut was happening at an RFID tradeshow in Vegas in a coordinated sales, marketing and biz dev effort.  Leading up to the launch, we lined up myriad pre-briefings, including one with the venerable Don Clark from WSJ. All were completely in agreement with the embargo, and we were very careful to make sure that each journalist got something “unique” for his/her story – a customer reference, an analyst, supporting product detail and images, etc.

So imagine my surprise when I received an angry call from my client a two weeks before the launch- the blog from a major IT trade had written an article on the company! I quickly scrambled to read it and discovered that the journalist had written a piece with language that looked eerily familiar…from my pitch. We had corresponded about the launch, and after he agreed to the embargo we sent him some additional information. He passed on a briefing as he didn’t feel it was right for his column, but obviously changed his mind. Fortunately we hadn’t sent him anything particularly damaging to the launch, but it did make for an awesome weekend of trying to hunt him down and request that he take the story down. He refused.  The launch went incredibly well, but I have never worked with this journalist again.

I am sure there are many more stories to tell…stay tuned for our second installment, but post some of your craziest scenarios in the comments below!

To say that 2011 was a big year for the media, technology and PR industries would be a huge understatement. We saw LinkedIn’s IPO, the firing of Michael Arrington from TechCrunch, the firing of Carol Bartz from Yahoo!, the launch of Google+, the unfortunate passing of Steve Jobs and much, much more.

Here are some predictions from several Bateman Group staffers, including yours truly, on the biggest trends and events we believe will unfold in the coming year.

Tyler Perry, Vice President

The Continuation of Page-Driven Journalism — Media properties are fighting for eyeballs, so we will continue to see ridiculous headlines and extensive coverage of the same five brands.

A Backlash on Daily Deals/Group Buying — Many brands are using this as a marketing tactic, but the increasing deal fatigue will make this less of an effective strategy. The incentive must be attached with other value.

More Companies “Doing Well by Doing Good” — Using the digital medium or gaming techniques to help people live better and help solve some of the global issues we are facing, but paralyzed to solve from a government leadership standpoint.

The Mobilization of Business Will Change the World of Journalism — It has already shifted the game with advertising, marketing, e-commerce and collaboration. Now that people are consuming more and more content on smartphones and tablets, will journalism shrink its content accordingly?

 

Lisa Melsted, Vice President

Corporate social media responsibilities will continue to fall on PR…but not forever — Social media responsibilities are increasingly being placed on PR firms and outside teams.  As companies try to figure out what their roles should be regarding social media and struggle with internal bandwidth for implementing these programs, those responsibilities will increasingly fall to their PR teams. This trend will likely be short lived however.  Much like the website building capabilities that fell onto PR and advertising firms with the advent of corporate websites in the late 90s and early 2000s, these responsibilities will likely be pulled back in-house over the next 3-5 years as more people build up expertise in social media and the responsibilities for corporate blogging, Tweeting, etc., become full-time jobs (much like website management). PR and ad firms will lead the way for now and should take advantage of this climate for the time being, but should not count on these programs (and revenue from them) to be within the purview of the outside firms forever.

Siri Will Disrupt the Way We Communicate — Apple’s voice recognition/search technology will begin with a slow build and then skyrocket and totally change the way we interact with our phones once again.

 

Rod McLeod, Senior Associate

TechCrunch takes a status hit, becomes a better publication — TechCrunch and ValleyWag were probably the first two tech blogs that I read when I began working in the tech industry. I always found TechCrunch offered a pretty high level of quality and kept me up to date with trends I found interesting. And after a month of reading ValleyWag, I lost interest after I read a few too many articles that were written in poor taste.

I’m sure everyone has been keeping track of the recent CrunchFund debacle and the exodus of top brass like Michael Arrington, Paul Carr, MG Siegler and now Sarah Lacy, but I think that this will usher in a new era at TechCrunch. I never worked with any of the previous editors, but I’ve certainly heard stories of the rage of Michael Arrington from other PR colleagues (see the comment section on a previous Bateman Banter post for yourself), as well as first-hand stories from friends who work at top-tier startups. However, I have worked with a few of the younger writers in TechCrunch’s stable, and I only have positive things to say about them.

I think that TechCrunch will begin to take a more journalistic approach in 2012 and beyond. I’m talking embargos, no more blackmail or “revenge” and FULL disclosure – yes, I said the “D” word. While this won’t reverse the site’s horrid redesign, it will improve the quality of an already highly-regarded publication, and also make it easier to develop and foster real relationships with TechCrunch writers.

 

Amy Ziari, Senior Associate

Competition will increase over “Celebrity” reporters — Jolie O’Dell goes to VentureBeat. Josh Constine and Sarah Perez to TechCrunch. Robert McMillan to WIRED. Ashlee Vance (an author of one of my favorite books about Silicon Valley) to Bloomberg BusinessWeek. Blogs and news outlets are in a feverish race to add reporters that come with their own loyal audience – and personal panache – into their fold. Expect to see more of this in 2012 as competition heats up among the top technology, business and venture news outlets to acquire the same “celebrity” writing talent. It’s not just about the words anymore.

Bill Bourdon, Senior Vice President

Creating a Google+ Business Strategy Will Not Be a Top Priority — Google recently launched Google+ brand pages, which generated a good amount of fanfare and positive reviews in true Google fashion. But here’s the rub: investing time and resources in Google+ will not be a big priority for businesses in 2012.  At least it shouldn’t be. It doesn’t matter if Google+ is better or even if the SEO value of Google+ brand pages is superior to Facebook. It ultimately boils down to market share, and Google was just too late to the consumer social media game to engage a critical mass of users, let alone the early adopters. I don’t think Google+ will be shut down next year – there’s too much at stake. But the service will definitely need to reinvent itself to become viable. Robert Scoble and others are predicting Google will extend its social software to enterprises that can use it to network and collaborate internally, akin to Yammer and Salesforce Chatter. Seems like a reasonable move to capitalize on their investment to me.

 

Elissa Ehrlich, Director

As Social Media Matures and Shakes Off Some of the Hype, PR Will Get Back to Basics — With the explosion of web content and social media engagement, PR has been increasingly viewed as the more valuable and strategic marketing function when compared to advertising. Indeed, PR is owning more and more the content companies push out to their audiences. Why? I feel its because we’re already engaged in a conversation with these constituencies and can communicate more authentically than our friends on the advertising side. The PR industry has been forced to reinvent itself in recent years and I think we’re almost done with the transformation. I do know this - PR pros are once again in high demand. We can’t find people fast enough and we’re turning down great new business leads due to lack of staff!  This is proof that the approach that many agencies are taking is working, and companies are finding value in the work that we do.

Social Media Fatigue Sets In – Already, it’s the same people on your Facebook news stream posting mundane updates, and no one cares all that much about Google+.  While social media will continue to be important for many brands, perhaps in 2012, we’ll get back to the basics and return our attention to securing quality media coverage in highly credibly publications, establishing our clients as true thought leaders in their industry sectors, and other “old fashioned” PR programs like placing keynote speaking engagements and pursuing awards.

Fred Bateman, CEO and Founder

Facebook will be bigger than Google — Facebook will go public and eclipse Google in market capitalization — perhaps permanently

Silicon Valley Will Be the Next Madison Avenue — Just as technology talent is finding its way to New York City, the reverse will also happen.  As Facebook and Twitter start generating more revenue, advertising and marketing talent will start heading West to cash in.

Cloud Computing Will Continue to Reinvigorate the Software Market — Business applications and data are moving to the cloud at a rapid pace and it’s not going to stop there. The day will come when companies outsource not only their software, but network infrastructure as well. The main beneficiaries will be the SaaS companies with the foresight and agility to go where the market is heading, not where it is today. Just as we’ve seen Salesforce, SuccessFactors, Qualys, Zuora, Taleo, NetSuite, Box and Workday grow into successful companies seemingly overnight, I predict there will be others to emerge to join this group, benefiting all of us who make our living from the tech sector, either directly or indirectly.

Consumerization of IT Will Continue to Impact All Corners of Technology — Soon, it will be standard across the software industry for all vendors, regardless of sector, to offer freemium or very low-end products as a point of entry for individuals or small businesses, including mobility, security and virtualization.

Since opening our Brooklyn office in March of this year, we’ve seen our business on the East Coast expand rapidly — both organic growth as well as from some exciting new clients we will announce shortly.  As a result, we’re seeking candidates for a Senior Associate (Sr. Account Executive) position at the firm. Base salary is competitive and dependent on experience, plus a generous benefits package that includes 100% paid health, vision and dental insurance; 401K plan with company match; state-of-the-art technology including the latest laptops and iPhones; three weeks paid vacation the first year; nine paid sick days; new business referral bonuses; new employee referral bonuses; domestic partnership benefits; etc. Last, but not least, a nurturing working environment that supports life/work balance like no other.

The candidate should reside in the New York Metropolitan Area with an ability to work full-time from our offices near Park Slope in Brooklyn. He/she must able to set priorities and deliver results using excellent written and verbal communications skills. The candidate also should be accustomed to working autonomously under pressure, be extremely self-motivated, proactive and deadline-oriented. Furthermore, Bateman Group looks for people who are passionate about new and emerging technologies and social media, have an excellent client service ethic, proven experience with technology trades and business media and bloggers, a strong team orientation, and would enjoy the opportunity to work closely with agency senior management on their own career growth. Finally, he/she must able to leave their ego at the door, but not their sense of humor.

Responsibilities include:

—     Providing exceptional client service, from strategies to tactics

—     Creative, proactive communications and business development, including social media

—     Driving account activities, positioning ideas to managers and clients, implementing programs and presenting results as they follow

—     Content development including: plans, press releases, corporate backgrounders, customer case studies, speaking abstracts, awards submissions, contributed articles, etc.

—     Executing proactive editorial and social media/blogger influencer outreach programs

—     Contributing to business development initiatives and internal training programs as requested

Senior Associates (SAEs) should possess 3-5 years of related PR and social media communications or related professional experience, and have the following:

—     Pre-existing knowledge of at least one of the following subject matter areas: 1) Enterprise Software, i.e., application development, web content management; 2) Wireless/Mobility Solutions, e.g., mobile apps, broadband wireless switches; 3) Green/Sustainability services and/or other mission or cause-driven businesses.

—     Excellent organizational, communications (written and verbal) and time management skills

—     Established relationships with technology trade press/analyst/blogger communities as well as business press

—     Prior client service experience required; new business experience preferred

Many of us have been following the situation with  Airbnb, the global network of accommodations offered by locals.  I could wax poetic about how horrifying it would be to come home to a vandalized apartment after permitting said vandal to stay in my home, but instead will look at this situation from a learning perspective.

In case you haven’t followed this week’s shenanigans, Airbnb has just gotten praised for their response (check out these PRNewser and New York Times articles), as the company finally addressed the situation publicly with the CEO posting this on their blog:

“In the last few days we have had a crash course in crisis management. We should have responded faster, communicated more sensitively, and taken more decisive action to make sure she [one of the affected owners] felt safe and secure. But we weren’t prepared for the crisis and we dropped the ball.”

Yikes.

This is a good reminder for all of us: although crisis preparation should be part of EVERY company’s corporate communications arsenal, if you are a consumer-facing brand with an online presence, you MUST have a crisis communications plan in place and distributed to your entire organization so it can be rapidly executed if such as situation arises. Social media has changed the game dramatically. Anyone can amplify their likes and dislikes in an instant, and this can virally spread across the Web within minutes.  Another example is the Motrin Moms debacle, which is still haunting many a marketer.

What are the key elements to crisis management? Here are some thoughts:

• Have a plan: Develop processes, steps and approved messages and send them around to the entire company so everyone understands what they should do in the event of a major issue.

• Designated roles: Too many cooks in the kitchen is not the situation you want when dealing with a potential crisis. Assign a crisis communications team, and have approved messages and processes for each role. Roll this out to your organization so you don’t have any mavericks trying to solve the problem independently.

• Immediate Response: Much like weeds, the more you let an online revolt grow, the harder it is to eradicate it. As soon as a situation arises, immediately communicate to your audience that you are aware of the situation and will be responding with more information as soon as possible.

• Be Transparent and Authentic: If people are already irritated with you, a canned, marketing speak-filled response is not going to go over well. Own up to your mistakes, but do so in an authentic and relatable way.

• Offer a solution: In addition to taking ownership, it is crucial to communicate what you are doing to fix the situation. Meaningful action is one of the best ways to shift the tides of online sentiment.

What have you seen as being other key elements to crisis management?

Today we publicly announced our selection as agency of record by NatureBridge, a 501(c) (3) nonprofit organization headquartered in San Francisco and the largest residential environmental education partner of the National Park Service. NatureBridge currently operates four campuses in Yosemite National Park, Olympic National Park in Washington State, Golden Gate National Park and Santa Monica Mountains National Recreation Area and each year serves more than 40,000 participants through field science, youth leadership and teacher training programs.

Environmental education is a pre-requisite for a sustainable planet, yet it continues to be misunderstood, underfunded and even ignored. This is especially true in our public schools where, much like the music programs our client Little Kids Rock aims to protect, hands-on nature and science courses taught out in the field are among the first to be cut. In response, NatureBridge has set ambitious goals to expand the program nationwide and inspire even more students in more places to become advocates for the planet.

This win is a key addition to our Green/Sustainability practice formed on Oct. 25, 2010 made up of companies, both for profit and nonprofit, offering products and services designed to protect natural resources and embrace the concepts of environmental integrity and social responsibility. The bi-coastal account team, consisting of myself, Tyler Perry, Shannon Hutto and Kathleen Stuart, will work closely with our fantastic internal contacts Susan Larson and Brea Jones along with a soon to be hired new PR director.

We feel very fortunate to be able to compete for and win accounts where the organization’s mission so closely aligns with causes and issues we as an agency (and individuals) feel so strongly about, namely managing climate change, living a more sustainable lifestyle and protecting the planet for future generations. Welcome aboard NatureBridge!

Today, it’s my pleasure to share with you some exciting news — two recent developments that together mark a big step forward in our agency momentum. In a press release issued yesterday, we announced that Recyclebank has retained the firm to serve as the company’s PR agency of record, handling all corporate, partnership and consumer communications, effective immediately.  What began last year as a small retainer to build awareness of the company’s innovative partnership program has now grown to multi-faceted, full-service relationship encompassing communications programs targeting all of the company’s core audiences: consumers, corporations and cities and municipalities nationwide. Under the watchful eye of Tyler Perry, Recyclebank has grown into one of our largest accounts, now serviced by a bi-coastal team of five people and growing.

Which leads me to our second piece of news — Bateman Group also announced today the opening of our new offices in the Brooklyn neighborhood of Park Slope! With Recyclebank as a flagship account, our plan for the Brooklyn office is to focus primarily on working with companies located in the New York Metropolitan area looking for consumer lifestyle and consumer technology PR expertise. The new outpost will also support current Bateman clients located throughout the Eastern U.S., Canada and Western Europe, particularly those accounts where having team members based in a time zone closer to the client’s own is a service requirement.

We’ve always taken care to build a geographically diverse client roster to protect against regional economic slumps. When the recession hit Silicon Valley in late 2008 and leads from Northern California slowed to a trickle, we found great companies eager for our special brand of communications in places like Hamburg, Germany (CoreMedia), Madrid, Spain (Panda Security), Reading, England (The Open Group), Toronto, Canada (Platform Computing) and Stamford, Conn. (Protegrity). Even though today we’re seeing a steady resurgence in business from Silicon Valley, we continue to work towards our goal of becoming one of the most respected agencies nationwide. Our expansion into New York City today represents the first of many important milestones in that quest.

As for Recyclebank, allow me to share one of our first major initiatives as agency of record. We’re spearheading media efforts for Recyclebank’s Earth Month “Green Your Home Challenge”, a nationwide consumer contest running from April 1, 2011 through April 30, 2011 that aims to educate, motivate and inspire people to live more eco-friendly lifestyles. Be sure to check it out!