debbie mason, apr fellow prsa strategic communications developing a winning communications plan...
TRANSCRIPT
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Debbie Mason, APR Fellow PRSA
Strategic CommunicationsDeveloping A WinningCommunications Plan
Produced By:
The Society for Nonprofit Organizations
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Debbie Mason, APR Fellow PRSA
Outcomes of the Day
By the end of the call Generating plan goals Targeting audiences Setting clear objectives Forming specific strategies Best tactics Measurement
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Debbie Mason, APR Fellow PRSA
Purpose of Planning
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Debbie Mason, APR Fellow PRSA
Purpose of Plan
Organizational planning Integrates everyone’s efforts Creates better teams Focuses efforts Creates more measurable results Reduces “wild ideas” and other
diversions!
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Debbie Mason, APR Fellow PRSA
Integrated Approach
Speaks with one voice by integrating the efforts of….
Public Relations Development/Volunteer Management Marketing/Sales Investor Relations Board Research and Development Others
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Debbie Mason, APR Fellow PRSA
Outcome of Process
Utilizes public relations and marketing to
reach the business goals and objectives
of the client or employer organization!
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Debbie Mason, APR Fellow PRSA
The Types of Plans Needed
Are You Planning to Win or Failing to Plan?
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Debbie Mason, APR Fellow PRSA
Organizing Your Efforts
Strategic Plan– Senior staff (and board) responsibility
Annual Operating Plan and Budget– Senior staff responsibility
Communications Plan– Public relations, marketing, etc. responsibility
Crisis Communications Plan– Public relations, marketing, etc. responsibility
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Debbie Mason, APR Fellow PRSA
Strategic Plan
Focuses organization Builds team—board and staff Sets tone for all other efforts Critical component for success Critical board responsibility!!
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Debbie Mason, APR Fellow PRSA
Strategic Plan
Covers 18 months to three year time period (usually)
Gives specific alternatives to review or definite direction to move
Is a road map, not a mandate Is a living document updated quarterly
or least semi-annually
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Debbie Mason, APR Fellow PRSA
Strategic Plan
Competitive analysis– Competitive point of difference
Considers growth options– Downsize, grow, move services– Spin off ventures– Resources needed for various options
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Debbie Mason, APR Fellow PRSA
Annual Operating Plan
Covers specific 12 month period Articulates that year’s goals, objectives
and activities drawn from strategic plan Is basis for annual budget Is basis for performance evaluations Has board input and prior approval
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Debbie Mason, APR Fellow PRSA
Communications Plan
Tied to strategic plan objectives Tied to annual operating plan Is research based where possible Focuses the resources Is measurable and accountable Has evaluation components Includes organizational plan**
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Debbie Mason, APR Fellow PRSA
Communications Plan
Identifies and articulates– Research (primary and secondary)– Audiences – Messages– Goals– Objectives (measurable and timely)
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Debbie Mason, APR Fellow PRSA
Communications Plan
Identifies and articulates– Strategies– Tactics (the tools recommended)– Timeline– Budget– Evaluation methodologies
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Debbie Mason, APR Fellow PRSA
Crisis Communications Plan
Identifies spokesperson Identified policies and procedures Includes key lists and pre-arranged offsite
work location and communication Includes plans for data protection of clients Includes insurance, law enforcement, risk
management contacts Includes operational emergency steps
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Debbie Mason, APR Fellow PRSA
Organizational Plan
Integrates the efforts of:– Public Relations– Marketing– Sales– Investor Relations– Research and Development– Advancement/Development– Volunteer Management
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Debbie Mason, APR Fellow PRSA
Definitions
Are We All On The Same Page?
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Debbie Mason, APR Fellow PRSA
Public Relations
Research-based Two-way communication Listening—responding—anticipating Reciprocal versus transaction Lasting Effective—positions organizations
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Debbie Mason, APR Fellow PRSA
Results of Effective Public Relations--Outcomes
Creates relationships Identifies issues (proactively) Defines positions Establishes leadership Positions experts Increases awareness Builds credibility
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Debbie Mason, APR Fellow PRSA
Public Relations: The Process
Research Planning Action Feedback Evaluation Repeat
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Debbie Mason, APR Fellow PRSA
Marketing
Research based Develops the product and brand
identity Develops promotions to drive sales,
build customer loyalty and repeat sales
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Debbie Mason, APR Fellow PRSA
Marketing: The Process
Research Planning Product development Product pricing Product distribution channels developed Product promotion Feedback Evaluation Repeat
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Debbie Mason, APR Fellow PRSA
Message Development
Is Anyone Paying Attention?
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Debbie Mason, APR Fellow PRSA
Message Development
Defining the competitive point of difference (tied to strategic plan)
Messages must be:– Consistent– Relevant– Realistic– Measurable – Executed in a superior fashion
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Debbie Mason, APR Fellow PRSA
Message Development
Language is the key to brand messaging Use the language you want others to use Choose the specific words Use them
– In all communications– All the time– Internal and external
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Debbie Mason, APR Fellow PRSA
Message Development
Create the…. Right message At the right time To the right audience Using the right vehicle To accomplish the right objective!
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Debbie Mason, APR Fellow PRSA
Audiences
Who? In What Order?
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Debbie Mason, APR Fellow PRSA
Internal Communication with Key Audiences
Goal—creates team mentality Controls the message Creates credibility Builds enthusiasm (or minimizes
resistance) Cultivates ambassadors of your
messages
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Debbie Mason, APR Fellow PRSA
Orderly Communication: Key Audiences
Internal Audiences FIRST– Employees– Board– Volunteers– Other essential relationships
KEY relationships such as retirees, unions, partners, investors, donors, etc. NOT all of them, just the most important ones FIRST!
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Debbie Mason, APR Fellow PRSA
External Communication: Key Audiences
External Audiences (exact order may depend on situation or objectives)– Investors, board of advisors– Customers/clients– Donors– Referral sources– Key vendors– Opinion leaders– Civic leaders– Elected and appointed officials
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Debbie Mason, APR Fellow PRSA
External Communication: Key Audiences
External Audiences (exact order may depend on situation or objectives)– Special target audiences (ethnic, age, etc.)– Media– General Public
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Debbie Mason, APR Fellow PRSA
Plan Components
The Typical Plan Structure
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Debbie Mason, APR Fellow PRSA
Plan Components
Background/Overview Situational analysis Vision, mission, values Research
– Process(es) (quantitative and qualitative)
– Findings (from pre-research or post research from last year)
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Debbie Mason, APR Fellow PRSA
Plan Components
SWOTT analysis– Strengths– Weaknesses– Opportunities– Threats– Trends
Strategic plan goals Organization’s business goals
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Debbie Mason, APR Fellow PRSA
Plan Components
Communications plan goals Objectives Plan challenges Audience(s) identified
– Issues by audience(s) Key messages by audience(s)
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Debbie Mason, APR Fellow PRSA
Plan Components
Strategies Tactics Timeline Budget Evaluation methods
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Debbie Mason, APR Fellow PRSA
Communications Goals
Goals are: Overarching statements tied to vision,
mission and business goals
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Debbie Mason, APR Fellow PRSA
Objectives
Objectives are:– Overall and/or audience specific– Baselined (where are we now)– Measurable (by stated # or %)– Within a defined time period– Used to benchmark success
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Debbie Mason, APR Fellow PRSA
Strategies
Strategies are: How the objectives are getting
implemented Embrace a specific function such as
media relations, community relations, outreach, public affairs, lobbying, advocacy, advertising, collateral, etc.
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Debbie Mason, APR Fellow PRSA
The Tactics
Effective Communication Relies On A Well Stocked Toolkit
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Debbie Mason, APR Fellow PRSA
The Tactics
The same tactics are used in marketing and public relations at times, but in different ways.
For example, advertising and publicity.Public relations will use image ads and focus
publicity to build image. Marketing will use product ads and focus publicity to drive sales.
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Debbie Mason, APR Fellow PRSA
The BEST Tactics
The best tactics are those that follow the three Rs! They….
Are relevant Resonate Are reliableConsider the source, message, timing
and vehicle
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Debbie Mason, APR Fellow PRSA
The Tactics Are…
Internal communications systems Collateral
– Brochures, fliers, annual reports Media relations Special events Website Public affairs, outreach Advertising, direct mail
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Debbie Mason, APR Fellow PRSA
The Tactics: Internal Communication
Newsletter Memo from CEO Email Videos/CDs/DVDs Bulletin boards Department head briefing CEO personal visits/forums
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Debbie Mason, APR Fellow PRSA
The Tactics: External (and Internal) Communication Tools
Collateral– Branding package– Newsletters– Brochures– Videos/CD ROMs– Annual reports– Biographies
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Debbie Mason, APR Fellow PRSA
The Tactics: Information Tools
– The boilerplate language– Fact sheet– Backgrounder– FAQ (Q and A sheets)– Direct mail– Advertising– PSAs
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Debbie Mason, APR Fellow PRSA
The Tactics: Branding Elements
– The brand packageNameLogoTypefaceColorsPositioningTaglinesIconsPhotos
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Debbie Mason, APR Fellow PRSA
The Tactics: Newsletters
Casual Blurbs versus paragraphs Simple language Lots of photos Less copy Different version for online—people
read differently!
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Debbie Mason, APR Fellow PRSA
The Tactics: Brochures
Different types for different messages Compelling photos Vision, mission, values Business card info Call to action Readily available
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Debbie Mason, APR Fellow PRSA
The Tactics: CD/DVD/Video
Production counts—make it great or don’t make it
Good tool for younger audiences and high tech lovers
Must have emotional elements and compelling visuals—not just a brochure
Updating can be expensive
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Debbie Mason, APR Fellow PRSA
The Tactics: Annual Reports
Excellent tool– Donor, investor, employee recognition– Big picture vision– Tells story of mission– Provides call to action– Gives compelling stories– Has great photos– Good general positioning tool– Professional design is key
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Debbie Mason, APR Fellow PRSA
The Tactics: Special Events
Success is in the details– Clarity of purpose– Celebrities or emcees– Planning tools
Timeline Tasklist Budget—60% net if fundraiser Follow up strategy
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Debbie Mason, APR Fellow PRSA
The Tactics: Speakers Bureau
Consistent messaging– Everyone MUST be trained– Must use the speeches– Different speech for different audiences– Short, punchy, relevant to audience– Great way to gain advocates and friend
raise– Try to follow up!
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Debbie Mason, APR Fellow PRSA
The Tactics: The Website
Two way communication Purpose Design
– Simple copy—no reverse– Clear graphics—templates– Lots of photos– Easy navigation– Call to action– Response systems
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Debbie Mason, APR Fellow PRSA
The Tactics: Blogs
Two way communication Timely—breaking news Tone….fun? Offbeat? Factual? Real time? Messages Monitor and respond to others Post on others
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Debbie Mason, APR Fellow PRSA
The Tactics: Direct Mail
Must be very targeted Message read while being tossed Production and design count Good lists are a must Can be expensive Can yield results with the right
audiences
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Debbie Mason, APR Fellow PRSA
The Tactics: Advertising
Image and product opportunities Production and design count Can be expensive Good sponsorship opportunity for
business partners Pick the right message Use only as needed
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Debbie Mason, APR Fellow PRSA
Evaluation: Measurement Methodologies
Opportunities To Learn and Spend More Wisely
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Debbie Mason, APR Fellow PRSA
Evaluation
Evaluation– How will we judge our success?– What metrics will we use to evaluate that?– With what audiences?– When? Pre? Post? Both? – How (the methodology)
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Debbie Mason, APR Fellow PRSA
Quantitative
Scientific approach to data gathering that is:
Reliable (margin of error defined) Replicable (repeated with same results) Objective Empirical
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Debbie Mason, APR Fellow PRSA
Qualitative
NOT Scientific approach in that it does not have the reliability or ability to be statistically valid with replication
It IS a good glimpse at something if approached correctly and use for the right forums
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Debbie Mason, APR Fellow PRSA
Quantitative Methods
Surveys (if reliable and replicable)– Written
Handouts Mailed Faxed Intercept
– Web-based– Telephone polling
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Debbie Mason, APR Fellow PRSA
Qualitative Methods
Content analysisFocus groupsWebinarsWritten surveys (not scientific)SamplingPersonal interviews
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Debbie Mason, APR Fellow PRSA
Summary
Tips for Success
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Debbie Mason, APR Fellow PRSA
Tips For Success
Get buy-in from CEO and or client Get buy-in from those you serve Circulate drafts for input Build your team and include them Update frequently during the year so it
isn’t a hassle at year end Research continually
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Debbie Mason, APR Fellow PRSA
Tips For Success
Plan, plan, plan See the big picture Think creatively Monitor the details Execute professionally Remember timing Evaluate efforts Plan, plan, plan
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Debbie Mason, APR Fellow PRSA
Good Luck!
For more information:
Debbie Mason, APR
Strategists, Inc.
www.strategistsinc.com
888.522.3346
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Debbie Mason, APR Fellow PRSA
Produced By
Society for Nonprofit Organizations
5820 Canton Center Rd, Ste #165
Canton, MI 48187
Email: [email protected]
Web: www.snpo.org
Ph: 734-451-3582 | Fax: 734-451-5935