“Nothing can be believed which is seen in a newspaper. Truth itself becomes suspicious by being put in that polluted vehicle.” The 2016 presidential election sparked quite an uproar about the prevalence of fake news articles. However, this quote is not from 2016; it was written by Thomas Jefferson in 1807. Fake news is not a new problem, but it is a very real one.
A public relations colleague at a local Fortune 500 company recently posted on social media about how happy she was not having to worry about generating revenue — as if PR shouldn’t feel the pressure of showing ROI in the same way marketing and advertising efforts are bound to bottom-line analytics. While marketing and advertising professionals are obsessed with lead generation that results in sales, far too many PR professionals and agencies have lured themselves into a false sense of security and created a disconnect that isn’t doing themselves or their brands any favors.
As diversity chair for the Greater Fort Worth Chapter of the Public Relations Society of America, I was recently tasked with bringing in a guest speaker to discuss communicating with a diverse audience. (The luncheon was focused specifically on diversity.) I invited L. Michelle Smith, AT&T’s head of corporate diversity, and was pleasantly surprised — and excited — when she discussed the company’s use of the Net Promoter Score, or NPS, to measure audience engagement with its brand.
NPS is a real-time measure of how your customers feel about you. Ms. Smith spoke about how AT&T had tailored a segmented messaging strategy to its LGBT audience and used the NPS system to measure the strategy’s effect.