[Disclaimer: This article is not directed at any individual or company in particular. I mean to point out a fallacy in common thinking about PR – a deeply-rooted error in traditional PR practices that seems innocuous, but threaten to jeopardize all the good that we are doing today.]

I stumbled upon a post on the Hass MS&L blog that discusses “the value of online media monitoring”. It makes a case study out of the KFC/Taco Bell crisis – the company was shamed by the news media earlier this year, when rats were found scurrying around in one of its restaurants.

The main point of the article: Seven hours is all it takes for a company’s reputation to be smashed when issues are left unmonitored. And it ended with: “If this company had media monitoring and crisis monitoring someone could have called to move media crews away from the front window or covered the front window where dozens of media outlets had set up shop filming and getting customer reaction shots.”

It is a useful post, because it emphasizes the importance of media monitoring and crisis management. And it presents a very compelling timeline that shows how fast a company’s reputation can “go south” when crises are left unchecked today.

But I am troubled that it was overly preoccupied with the case for monitoring, covering up, and responding to appearances. I understand that PR professionals are concerned with the public image, but I’m disheartened that there was no mention of, or apparent regard for, what’s really needed immediately after “monitoring” – apologies and meaningful action.

Yes, we do have a part to play in a crisis, but we shouldn’t prioritize ‘transparency’ above meaningful action. Neither should we conceal the truth. We must understand that corporate transparency is not something to be manipulated. But we must charge ourselves with higher standards of integrity in a business landscape that’s increasingly transparent.

And I advocate 360-degree pro-activity – understand what goes on in the day-to-day operations of a company, and hold every department accountable to the public. Public Relations should not be just about conversations with the public, but also ensuring that promises are kept after all the talk is done.

Like Shift Communications and Edelman, I’m attempting to change the way a Press Release is developed. Yes, it may end up looking conceptually the same as Shift’s Social Media News Release (SMNR) or Edelman’s StoryCrafter, but the approach is entirely different.

Enter the Community Press Release.

I’m testing this on a technology conference that’s taking place tomorrow – Nexus 2007 – organized by The Digital Movement, a non-profit organization that I am a part of.

In the actual implementation, I’ve labeled it The Committeeunity Press Release. Because that’s what it is… I’m scratching out the “Committee-dictated”, top-down approach to writing the event press release, and instead, handing the task over to the Community of conference participants.

They can write the release, link their blog posts (about the event) to it, share their best photos and Podcasts of the conference, and do just about anything that they feel will best present the conference to reporters and the rest of the world. In fact, they’ll probably be more thorough in reporting on the incidental (but significant) news that my team may have missed out in the process of running the event! PLUS, there is an added layer of authenticity in a piece that’s written and checked by a Community of participants. (Think Wikipedia.)

Here’s a step-by-step guide I developed along the way (note that all this is still work in progress):

A. Set it up

1. Start the Community Press Release on a public wiki
2. Ensure that it has a short and intuitive URL (domain forwarding helps)
3. Consider password and registration requirements for participants

B. Create a framework

4. Provide a structure for the press release (because not all bloggers know what a press release looks like); and include sections like:
1. Headline/s
2. Facts (5W1H)
3. Quotes
4. Interesting events
5. Provide links to:

1. Official website/s
2. Blog posts on conference segments (consider categorizing the blog posts according to day/session/theme)
3. Photo-sharing sites where participants upload their best photos
4. Podcasts
5. Conference coverage in mainstream media (perhaps more relevant after the event)
5. Appoint a facilitator to ensure that participants are making meaningful contributions, and that technical issues are quickly resolved

C. Provide guidance

7. Provide background and essential information to start with
8. Give clear instructions on how conference attendees can participate in the Community Press Release, and how to get help/further guidance (Give them the phone number or an the IM details of the facilitator)
9. Under each section header, provide annotations

D. Call to action

10. Announce it at the start of the event and/or place signboards of the announcement
11. Encourage each attendee to be a participant in sharing their experience with the “Invisible Crowd”.
12. Some people learn more when they participate, and this will be a good incentive for participants wanting to get more out of an event!
13. Offer prizes?

E. Putting the results to use

14. Send it to reporters who ask for a press release
15. Make the URL available to everyone

Note: The Community Press Release is probably only suitable for conferences at this point of time.

What are your thoughts on the concept of a Community Press Release? Apart from events, how else do you think a Community Press Release can work?

Nexus 2007 will start in about five hours; and by the end of the day, I hope to have a Community Press Release that is succinct enough to hold a reporter’s attention at first glance. Yet it should also be comprehensive enough – with links to other sources of information and rich media – for reporters and the rest of the world out there!

Look out for the Nexus 2007 Community Press Release

Wish me luck!

The launch of Highrise – the shared contact manager I first wrote about in Media Follow-ups 2.0 – is an awesome example of brilliant PR.

Observe how creators 37signals first announced the upcoming product.

How they teased the public and satisfied their curiosity for news, with regular previews through their blog.

How they launched Highrise on their blog and accepted genuine feedback in the form of comments (both positive and negative) on the blog post.

How 37signals responded with rapid changes to Highrise‘s product packages; and how they ‘relaunched’ it. Observe the comments that follow.

To distill the lessons gleaned from this online product launch (via a corporate blog), here are five reminders to bear in mind:

1. Talk to your key stakeholders like you would to a friend
2. Let them talk back
3. Get them involved in your product design
4. Listen carefully to what they have to say
5. Act fast! (or be prepared to explain your inaction)

Granted, most companies don’t deal with web products that are somewhat easier to tweak at customers’ wimps and fancies; but the principles outlined here are timeless, and especially true in the Internet age today.

What a brilliant show by 37signals.

And what I’d like to know is this: What were the thoughts that went on in the CEO’s mind between the first criticism on the blog post and 37signal’s announcement of the ‘new, improved’ product?