public relations strategies

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Articles about the effect of online communication on the strategic aspects of Public Relations

Facebook or your own Community?

facebook, twitter logosHere is something I have been thinking about for a bit lately: how heavily should an organisation be invested in services like Facebook and Twitter? You can hear it all around: every organisation must have a Facebook page, Twitter account, etcetera. But from a strategic point of view, I am beginning to think they are less important as it may seem. Sites and services like Twitter, Facebook et al. are important now, I agree, but...

Difficult client? Sue the bastard!

judge with gavel
A Greek Apple authorised Service Provider has taken a client to court because he complained online about their service. According to the company, the client slandered their good name and they are seeking € 200 000 (about $ 267 000) in damages. Now I do not know who was right or wrong in this case, but from a Public Relations point of view the company (System Graph) made an enormous mistake. For example: imagine you live in Greece and you contemplate buying an Apple computer from them. Enter "System Graph Apple" in Google and this story is right there on the front page. Would that influence your purchase decision? I think it would. More importantly, the story is over the entire internet, where the customer is generally perceived as the underdog and the company as being 'evil'. This will have a longer term impact since something on the internet doesn't disappear easily. But let's look at this from a larger perspective:

Does T-Mobile 'get' online PR?

t-mobile hqI am in the midst of a situation with T-Mobile that is a perfect little case study in how organisations are struggling with the changes in communication and how Public Relations lies at the heart of the matter.

Last Tuesday (7 September) I decided to renew and upgrade my mobile phone contract. This included a new phone to replace my 'ageing' BlackBerry. In the e-mail confirmation, T-Mobile mentioned that their logistics partner would contact me within 48 hours to arrange delivery. Instead of 48, it took them 66 hours to contact me. Slow, but not very annoying. The real surprise came when I clicked the link to plan the delivery appointment: ...