Sometimes it’s difficult to quantify the business impact of a PR crisis. But in the case of Uber’s string of bad publicity in 2017, the business impact of PR is quite clear – and devastating.

A recent Stratechery article (if you don’t already subscribe, I highly recommend) makes a compelling case for the idea that Uber’s PR problems actually saved their biggest competitor, Lyft.

In 2017 Uber dealt with a federal lawsuit over stolen technology, workplace harassment accusations, and a series of high-level executive mishaps  that ultimately ended with the resignation of then-CEO Travis Kalanick.

At the same time Uber was fighting these crises, Lyft gained significant market share as seen in the chart below from Lyft’s S-1.

 Lyft provided an explanation for these results in their S-1 saying,

“The growth rate in Revenue per Active Rider increased significantly in the first and second quarters of 2017 as our brand and values continued to resonate with riders and they increased their usage of Lyft instead of competing offerings.”

“As our brand and values continued to resonate with riders” is key here. There has been much talk recently about the importance of brand advocacy and values. It’s well-documented that consumers increasingly expect their brands to make a positive impact on society – or at the very least, not make a negative one, as I’d argue Uber did in 2017.

For example, in a recent study from APCO Worldwide, respondents said the single-most important thing a company can do when it comes to being “good to society” is  treat their employees well. Amid harassment allegations and high employee turnover, Uber clearly did not live up to this order and paid the price  – in market share that they have not been able to win back and eventually the loss of their CEO.

Brand building and public relations was a key  differentiator between these two companies in a competitive marketplace where the switching barriers are minimal. If this case study proves one thing, it’s that the strategic and business value of PR cannot be underestimated – Just ask Uber and Lyft.

When a large nonprofit children’s hospital garnered negative publicity around their executive compensation practices, the organization’s issue management team needed to determine if and how to react. The most important questions on their minds were:

• Is this a crisis or not?
• How does this coverage compare to other peers in their industry?
• And will this negative coverage upset our target audiences and donors?

PublicRelay helped the communications team formulate a plan to analyze and handle this looming issue.

Step 1: Determine the severity of the issue and who is producing the coverage

First, the nonprofit’s communications team referred to their historical data to determine the significance of the story. They analyzed where it was coming from by outlet power as well as volume. The team was able to determine the coverage was not being produced by the high power outlets that typically influence the hospital’s donor base. The negative attention was also not significant in volume compared to other brand crises that the hospital had seen in the past. Therefore, the negative press about the brand was unlikely to immediately impact donations.

Step 2: Determine if it is spreading

The communications team paired the information with social sharing data to ensure that the story wasn’t gaining traction. Millennial donors are a key public for the hospital, so the organization was concerned about the reach of this potential issue on specific channels like Twitter and Facebook. After tracking the coverage across social platforms, the team was able to confirm that it was not picking up many social media shares nor growing in traction.

Step 3: Compare the coverage to others in the industry

As a final precaution, the team wanted to compare the issue about its compensation practices with other peers in the nonprofit realm to ensure that they were not getting more attention than their counterparts. The media analysis revealed that out of all the other major research foundations and hospitals of similar size, they had far less negative coverage than their peers during a similar event.

Step 4: Monitor the topic more closely moving forward

Although this instance did not require a response, the communications team now proactively analyzes the topic of executive compensation throughout its industry to ensure that they are not blindsided by any negative stories. Furthermore, they can consistently keep their C-Suite informed about trends in this domain and prove that they are appropriately tailoring their responses to negative stories.

Establishing and acting on a well-defined corporate Purpose was an important trend in 2018 and discussed widely in the communications field. But as former Shell Head of Communications Bjorn Edlund points out in his blog for the Arthur W. Page society called, “Welcome to the Purpose Wars,” some are becoming skeptical of its role in business, dismissing corporate purpose as an empty promise, rather than a source of social good.

As we move into 2019, it’s worth questioning what is the purpose of Purpose and where does it fit into business?

Purpose as a Compass

Edlund advocates Purpose as a leadership mechanism – a tool that guides decision-making and inspires stakeholders. Indeed, employees and consumers increasingly expect their corporations to act on social issues.

In the 2019 Edelman Trust Barometer, 73% of respondents agreed companies can take actions that both increase profits and improve the economic and social conditions in which they operate. 76% said CEOs should take the lead on social change rather than waiting for the government to impose it and 67% expect prospective employers to join them in social action.

It’s clear that corporations must have some guiding purpose, mission, or values to live up to these expectations, but how can they ensure they act on their purpose authentically and earn the trust of their stakeholders?

Use Data to Strengthen Purpose

Companies need to develop a system to measure Purpose because as Edlund writes, “you can only manage what you can measure.”

Developing this framework is an important opportunity for communicators as the gatekeepers of brand reputation. If Purpose is a guiding force behind business decisions, communicators have the opportunity to bring valuable data to their CEO and other executive leaders – data that they probably have never seen before.

In order to measure Purpose, break it down into core values or topics and measure the pull-through of these topics in the media. Your values will most likely be nebulous, hard-to-define topics so communicators must make sure their measurement system takes into account the context of an article, not just keywords. This kind of in-depth analysis will yield accurate and actionable insights to be used across the business.

Contextual media analysis will reveal the public perception of your values – which ones you are living up to and perhaps more importantly, which ones you are not. This is valuable information for not only the communications department to focus their efforts, but for leaders across all business units to use when making decisions. Living up to your company’s purpose should be a company-wide goal and the measurement and sharing of data behind Purpose is another way communicators can integrate the business, break down silos, and become strategic partners to the business.

In December, I spoke at the PR News Media Relations Conference about the importance of aligning your media relations KPI’s to the goals of the C-suite. Often in communications analytics, people get bogged down counting keywords – or worse, relying on largely discredited AVE’s.  But basing your media relations strategies on these metrics are misleading and do not show your executives how your team contributes to the goals of the business.

CEO’s and the rest of the C-suite care about outcomes, not outputs. Outcomes are results that move the business forward, while outputs are the tasks media relations pros execute everyday like press releases, pitches, and social media promotion. Outputs are important to your team and necessary to achieve those business outcomes, but your CEO does not need to know the tactics executed to get there. When determining your media relations KPI’s, you should base them on the business outcomes you want to achieve. If your organization’s goal is to be known as an innovator or thought leader in the industry, these goals become the basis of your metrics.

Two important areas that media relations can create business outcomes are message penetration and influencer conversion.

Message Penetration

Amplifying key messages is one of the most important ways communicators can contribute to the reputational goals your C-suite cares about. Measuring which topics are pulling through in your coverage and their sentiment in relation to your brand or position is very important to measure progress on your reputational goals. Knowing which messages resonate with your top tier authors and outlets, as well as how certain messages perform on each social platform is also key to maximize message penetration. Repositioning your brand, changing opinions, or even affecting stock price are business outcomes your CEO will care about that result from increasing positive key message penetration.

Measuring message penetration can also mean identifying gaps in industry coverage, or whitespace opportunities. Industry whitespace is a great opportunity for your brand to establish thought leadership and own a new conversation, again creating a measurable business outcome.

Influencer Conversion

Engaging the right influencers will amplify your messages and lend credibility to your brand. But what makes an influencer right for your brand and how can you identify them?

Understanding an influencer by topic, sentiment, audience, and social reach will help you identify your top influencers for a particular message. It’s not just about the “beat” that they cover. Instead of sending a mass email, target your outreach to influencers who you know have written about your topic favorably in the past. Understanding an author’s social profile and reach will also help you refine your pitch. Do they have more sharing on a specific platform when their stories are positive about a topic or negative? . This will dramatically increase the chances they engage with your message. In fact, a large professional services client successfully and positively engaged 81% of their top 50 influencers with targeted outreach based on researched data points.

Incorporating third-party influencers into your influencer strategy also lends credible, unbiased support to your brand message or position. Third-party influencers like academics, industry experts, and political pundits are important brand allies. Strategic engagement will yield measurable outcomes that your CEO and board truly care about.

Build Credibility with Measurement

Setting your media relations KPI’s based on business outcomes will make your efforts measurable from the start. Use data to optimize your strategies throughout campaigns to achieve the desired outcomes, then use it again to demonstrate the business impact of your efforts to the C-suite. Delivering consistent, measured results will build your credibility and ensure you’re seen as a strategic partner to the business.

Patient experience is the cornerstone of brand reputation and patient loyalty. And with the move to value-based healthcare, it directly affects the bottom line. Acquisition and retention of customers is now everyone’s priority. Healthcare communicators have an important responsibility and opportunity to improve patient experience and strengthen their organization’s mission by listening to patient feedback, particularly on social media.

Social media is a key growth opportunity for healthcare communicators and, most importantly, it’s not just about paid marketing. Patients want to know what other patients are saying about their care, not advertisers. This patient-to-patient trust is especially evident with the rise of online patient communities. At a recent PR News Healthcare Social Media Summit, it was noted that patients now find content provided by healthcare companies more credible than healthcare news reported by the media (2018 Edelman Trust Barometer), putting healthcare companies “in the optimal position of building relationships with their patients, many of whom seek information about their conditions and community through social channels.”

If patients are looking at social media activity before choosing a healthcare provider, how can healthcare communicators turn these posts into insights that they can act on?

Listen, Don’t Monitor

It starts with truly listening to patients on social media. Many social listening tools monitor chatter on social media and are helpful to catch extremely negative or irregular activity to which you might need to respond. But to incorporate patient experience feedback into strategic communication decisions, social media conversation must be consistently analyzed for the topics that are important to your organization.

Social media feedback can be analyzed for a myriad of data that is relevant to improving the patient experience. Posts can be broken down by topics like service lines, geographic areas, specific facilities, employee interactions, quality of care, care environment, and care costs. These topics can be further broken down by subtopics that show which type of employee the patient interacted with, if that interaction was professional, friendly, or knowledgeable, if the patient spoke positively or negatively to the safety and comfort of their care, or about facility appearance, wait times, and operations.

Analysis of these data points (see chart below) allow healthcare communicators to pinpoint any deficiencies or highlights in patient experience, down to the region, facility, or employee type. The data can be used to inform future campaigns and understand the impact of those campaigns over time. This capability is invaluable for large healthcare systems that span several regions or states and need to ensure consistently excellent patient experience across the organization.

One of the nation’s most prominent financial services company did not have the resources to track its complex and vast media coverage, let alone dive in to its context, to better impact business goals like strengthening brand health.

The communications team found itself struggling to keep up with a data-driven culture, where all department leaders must demonstrate how they are using data to fortify and guide their resource allocation and strategies.

To remedy this the team turned to PublicRelay to measure its coverage and expand its media intelligence to analyze things like their brand drivers, competitor coverage, the authors, and outlets covering them, and general industry trends. With this insight, the team could not only evaluate how they are doing today but build more informed strategies in the future specifically around enhancing messaging around key brand and industry topics like “innovation” and “financial performance”.

Clip reports gave the team the ability to hyper focus on their most important coverage, as they used these to inform the communications team’s daily outlook while quarterly in-depth reports helped them monitor brand health progress over months.

Through this robust program, the company could finally answer questions like: Do financial performance or thought leadership topics get shared more often on Twitter or Facebook? Do certain authors write my competitors more than they write about us? How are the top tier outlets performing? Who are influencers that I should target and are they improving my message penetration over time? How is my company’s coverage around major events? Etc. The answers to these questions allow them to enhance their brand reputation management strategies and tactics.

Today, the ability to use accurate data to both understand and inform the future is a game changer for the communications team as they harness insights to elevate their department’s position as a strategic partner to the business.

Read the full case study: How A Leading Financial Services Used Media Intelligence to Enhance Their Media Relations and Reputation Management here.

Influencers are all the hype nowadays, with both communicators and marketers jumping to uncover the perfect social media campaign or engage outlets that receive the most impressions online. Yet, time and time again, one very powerful type of influencer is often omitted from even the most robust of engagement plans. 

The Power of Third Party Influencers

When it comes to traditional media strategy, communicators typically focus on the influencers that they need to have relationships with in order to get coverage. Those journalists and authors in turn have relationships with subject matter experts that they frequently contact for comments. These are third-party influencers that can hold great sway in an industry or significantly increase the social sharing of articles when they are quoted or mentioned.

Read: “How 3rd Party Influencers Can Shape Your Media Strategy“

Third-party influencers such as academics, political organizations, regulatory groups, industry experts and NGO’s have significant clout in their fields and is an important step of setting your PR strategy, particularly in highly regulated industries. Other major benefits of these types of influencers is that they:

• Often have serious audience reach
• Can bolster trust in your organization’s values if they align
• Frequently in the news
• High levels of credibility and expertise
• Carry a sense of objectivity

While getting a brand mention from third-party influencers is rare, developing relationships with subject matter experts will enable you to educate them about your brand stance and key messages. Depending on your industry, you may already have a clear picture of the key third party influencers and are actively engaging with them. In other cases, you may need to do some research to find them.

Uncover and Engage Third-Party Influencers “Hidden” in the Context of Your Coverage 

So, if these types of influencers are so valuable, why do they continue to fly under the radar of many communicators? Because they have been traditionally difficult to uncover.

It is relatively easy to find information about authors and outlets through a myriad of databases. But gleaning a clear understanding about the people and topics they write about is a different and time-consuming task.  Finding relevant articles to analyze is the most important step as the more niche an industry, the more difficult trending topics are to categorize using a word or string of words. Here is where Human-assisted AI is essential – this approach helps to quickly cull through the influx of content published around various topics and isolate the most important coverage and find those third-parties quoted in it.

Once you have the right data you can start to identify trends and figure out which SMEs are the most powerful. This is where you answer questions like “do articles that contain particular quotes or view points from political pundits or grassroots organizations get shared on social media more than those who contain an academic?”, “Do some experts tend to be featured in high powered outlets more than others on specific niche topics?”, etc.

Finally, you can start to engage the third-party media influencers that you deem the most impactful to your strategies. And, over time, you can measure these engagement tactics and see if they are helping you improve your brand position.

Building a comprehensive communications strategy requires engaging with and leveraging multiple media channels. Trends emerging on one channel may differ from another or share similarities in ways you didn’t expect. Knowing if and how much your earned media coverage is getting shared is fine, but you need to understand both how and what is getting shared to strategically amplify your key messages. Dig into the data to identify trends and use those insights to build campaigns specifically designed to drive coverage that encourages social sharing. Leveraging the interplay between traditional and social media can lead to higher levels of trust, engagement, and success for your brand. 

If you’re not already measuring the impact of social media on your traditional coverage, you could be missing out on these insights:

Understand which messages get shared and engaged with and on what channels

Not all messages are shared equally. Often one message will resonate particularly well on one channel, but not on another. Analyze which topics are receiving the most shares and on what platforms. Maybe your CSR coverage is highly engaged with on Facebook, but your business strategy and financial performance news is shared more on Twitter. Use this information to inform your campaign and media relations strategies to pitch more CSR messages that you know will amplify your brand.

Understand which audiences are more responsive on which platforms and target your messages

Not all outlets have audiences that engage the same way on social media. Use demographic and outlet data to understand how certain audiences engage on social and with what topics. Then tailor your messaging to the audience you want to reach.

Use trends emerging on social media to inform and refine your traditional media messaging

It seems counter intuitive, but there are hot topics in traditional media that rarely receive engagement on social media or vice versa. Answer questions like these to build traditional media campaigns that you know will drive high engagement on social:

• Are there topics lightly covered in traditional media that catch fire in social media?
• Do your key social influencers drive engagement with a particular demographic?
• Do certain influencers stand out who weren’t already on your radar?

Consistent measurement will provide historical data you can refer to in a crisis

Consistently measuring and the interplay between traditional and social media will show you what a normal amount of social sharing looks like for your coverage, allowing you to quickly react to any anomalies as they occur. You can then use historic social sharing data around outlets to amplify crisis response messaging to the right audiences most efficiently.

Measuring the interplay between your traditional and social media will give you the ability to leverage the undercurrent of public opinion that spreads through social media. You will gain insight into new social media and third-party influencers as you dig into the context of what is being shared and by whom.  Consistent analysis will give you the data needed to build more targeted campaigns and prove the impact of your campaigns over time.

Pushing key messages rooted in larger reputational goals is one of the most effective ways to contribute to company-wide objectives and demonstrate the communications team’s value to the business in a quantifiable way. Getting your messages picked up though, is easier said than done. 

Using data to be more strategic in the tasks you already perform every day to execute your messaging and campaign strategies will allow you to amplify your messages while using your time more efficiently.

Follow these three tips to amplify key messages without increasing the time spent on messaging strategy:

Target the right authors and outlets

Use data to target the authors and outlets that have a wide reach in your industry space, receive high social sharing, and are interested in the topic you want push. Within your earned media data are authors that have written about your competitors, but not you, or ones that don’t write about your industry as frequently, but receive an outsized amount of social sharing when they do. Narrowing down the authors you pitch will be more effective than mass outreach. You will hone in on the audience you want to reach.

You should also use historical data to personalize your pitches to these authors, increasing the likelihood that your message will resonate with them. Understand how they have written on the topic in the past, reference that in your pitch, and why they should be interested in your organization’s take on the topic.

Creating personalized pitches for a targeted list of authors both increases the likelihood that your message gets picked up and ensures the largest amount of your target audience sees your message.

Harness the power of social media amplification

Analyzing the social sharing of your traditional coverage reveals important trends that can help you quickly amplify key messages. Knowing that your CSR efforts are typically highly shared on Facebook, while financial performance news is shared more often on Twitter is important for pushing your messages to the right channels. You’ll also uncover other valuable insights like when one leading healthcare company found out stories that quoted executives received 6X the social sharing of stories that did not. 

Collaborate with third-party influencers

Third party influencers like industry thought leaders, legislative coalitions, and academics are the experts that authors consult with and quote when writing about industry topics that your brand cares about. Building relationships with these influencers is a powerful way to lend credibility to your organization’s stance on an issue and amplify key messages.

Some of these influencers are known to you, but others will come to light as they appear in the context of your brand and industry coverage over time.  Measure the topics they most often weigh in on and the sentiment of those comments to understand how they align with the message you want to push and reach out from there. In addition, you may also uncover new conversations that you should be participating in based on the topics these influencers are part of.

A third-party influencer doesn’t have to mention your brand by name. The more they espouse your organization’s stance on a policy or industry issue that’s important to your brand, your message gets amplified and your team moves the needle on an important company goal.

To learn more about what data-driven messaging strategies can do for your team, like informing resource allocation and crisis management strategies, check out our e-guide: Make the Most of Your Messaging and Campaigns Data

Data-driven media relations strategies have many benefits. Primarily, it will amplify your key messages most effectively and efficiently, giving you time back in your day.

Use data to prioritize and customize your media outreach:

Prioritization

Use data to first prioritize your outreach to the authors and outlets who have demonstrated interest in the topic you want to push, have a wide audience reach, and are most likely to receive high social sharing.

Customization

Authors are stretched thinner and their inboxes are more full than ever before. Mass, impersonal pitches won’t cut it to truly increase coverage of a message and move the needle on your reputational goals. Use historical data to customize an attention-grabbing pitch that you know the influencer is more likely to pick up based on the way they’ve written about the topic in the past.

For more about the benefits of data-driven media relations and steps to target authors and outlets, watch the video below.