Tom Garrity

Archive for 2009|Yearly archive page

Ode to Nonprofit Mail

In Messaging on December 28, 2009 at 11:23 pm

This time of year, more so than others, my mailbox is filled with last minute requests from various nonprofit organizations.

In New Mexico, it is a “who’s who” list of charities.   

During the last year, I’ve personally and corporately made donations and contributions to various organizations. 

I’ve chosen these charities because they have been successful in making a personal connection with me.  That “first contact” was not in the form of a letter or mass mailing.  It was in the form of a conversation, a site tour or recommendation from a friend.

During these difficult economic times, Nonprofits would be well served to check their approaches to see if it is providing the needed connection with their target audiences.  Also, check your databases for accuracy.  I’ve been included on prep school and university mailing lists who claim I am an alumnus from their “distinguished” institution.

If your organization believes in making a personal connection, then I think you will be one step closer to success.

For the rest of you who blindly buy mailing lists and/or have found my name using some nifty software that provides you a financial snapshot (I know who you are), good luck.  You’ll need it!

For the rest of us, this is a good seasonal reminder to “know your audience” 12 months out of the year instead of trying to be impersonal and connect during the last two weeks of the year.

TIGERBAIT!

In Reputation on November 30, 2009 at 1:51 pm

One of the many great spectacles in college football is a packed LSU Tiger Stadium with the crowd chanting “TIGERBAIT” as the opposing team enters.

In another arena, sports icon Tiger Woods is making a spectacle over his lack of response to an early morning car accident into his neighbor’s tree.

While he did issue a brief statement on his website, which raised more questions than it answered, he has yet to speak to law enforcement about the accident.

It raises the question: How much information is enough to satisfy the letter of the law while placating the arena of public perception?

From the legal perspective, Tiger’s attorney provided “license, registration and proof of insurance” to officers; the bare minimum.

In the arena of public perception, it isn’t as cut and dry.

Tiger has been successful because of his athletic abilities.  Leveraging his consistency and discipline, marketers have helped elevate Tiger Woods into a sports icon who has earned the public’s trust through product endorsements.

 In all of those endorsements you’d be hard pressed to find images or references to his wife and family.  That’s because he is fiercely private about his personal life.

If he had wrapped a golf cart around a tree at a golf course, I have a feeling we would have seen Tiger owning up to the circumstances and the public curiosity would have moved on.  However, since this occurred off the course, it is, in Tiger’s mind, out of bounds.

And here lies the issue.  The public is clamoring for information about Tiger’s private life.  In this era of reality television and a 24/7 news cycle, there are some who think he owes the larger public a more detailed response than what appeared on his web page.

Tiger was wrong waiting 48 hours to make a statement; it should have been issued within 24 hours of the accident.  While it did provide personal responsibility, it raised more questions than it answered.

Despite the hovering helicopters, stalking media, and crowd that is yelling “TIGERBAIT”, this Tiger is consistent about not commenting about his personal life.  That discipline will be his key to moving past this incident.

Image of Tiger Woods provided by the Baltimore Sun

What is the importance of “PR”?

In Uncategorized on November 3, 2009 at 2:52 am

icon_GarrityGroup_150x150Recently a fellow PR colleague asked me the following question: “What is the importance of public relations/marketing/advertising in relation to an organization’s mission and bottom line?”  After thinking about his question, I decided to focus my response on the lowest common denominators… what it is and what it isn’t.  Here’s my response:

Marketing communications is a tricky thing.

It is celebrated, proven, and talked about by growing companies.

Failing organizations misuse, ignore and downplay it.

The people who think they are too good for it are the ones who need it the most.

Pop culture successes sometimes don’t recognize how badly they need it.

Companies that are successful by selling a mediocre product abuse it.

CEOs that know how to leverage it are successful.

Shareholders of companies that implement it effectively are wealthier.

Smart moms are very effective at it.  Husbands could learn a lot about it from their wives.

You can say a lot about it without saying much at all.

Successful corporate brands don’t implement it because they “get” it.

Just because you have it doesn’t mean you “get” it.

It is a part of a healthy corporate culture, truthful and transparent.

It is about making a connection but many people have a hard time connecting with that truth.

It is abused, neglected, misrepresented, mothballed, cut, downsized, reduced and eliminated.

It needs to be integrated, bold, consistent, creative, simple and memorable.

It needs to be real.

Procter & Gamble, Microsoft, Apple, Tiger, McDonalds and Wal-Mart leverage it.

Kleenex, Coke, Xerox, Band Aid, Velcro and Scotch Tape defined it.

Politicians manipulate it for good, evil and their personal agenda.

On a bad day it will help define who you are.

On a good day it is the best thing ever.

UNM’s Ostrich Mode Backfires

In Crisis Communication, Uncategorized on September 28, 2009 at 1:57 am

UNM Lobo LogoThe University of New Mexico is in the national sports headlines, but it isn’t for the football program being 0-4 and losing to in-state rival New Mexico State on Saturday night.

The latest headlines are generating a buzz because of a police report claiming that the UNM Football Coach punched out one of his assistant coaches at a post-game meeting.

Once reporters uncovered the police report Monday morning, the University put together an afternoon statement saying that they do not “condone” the head coach’s behavior.  The University has since tried to end the discussion by not commenting on it any further.

After taking a quick a look at this disastrous crisis communications response, I’ll provide an indicator as to why we shouldn’t expect any further comment from the University.

I am sure as soon as word got out internally that this altercation had occurred, there were more than a few expletives proclaimed at every level of the Athletics and President’s office.  Then, someone thought, “hey, maybe nobody will notice the police report and we can just focus on the attention on this week’s contest against Texas Tech.”  Whoever suggested that strategy should be fired and sent to denial school for a fresh dose of reality.

The University of New Mexico had a chance to be proactive and appear to be taking the high road.  As soon as the Albuquerque Police Department showed up, communicators should have started planning their Monday morning news conference to provide full disclosure of the situation, express their regret and perhaps even talk about a penalty for the head coach losing his cool.  Unfortunately, UNM went into “Ostrich Mode”, stuck its head in the sand and hoped nobody would notice the police report.  As a result, UNM appears to be hiding from another embarrassment.

Those who are hoping that UNM President David Schmidly will intervene and overrule the Athletic Director will have better luck hoping the football program doesn’t go winless.  The UNM President has made his position known, indirectly, regarding his thoughts on firm handed coaching techniques.  While he was President of Texas Tech he was the key negotiator that brought fired Hall of Fame basketball coach Bobby Knight to Lubbock.

How can the President comment on the football coach without bringing in his past hiring decisions involving the basketball coach?  That will be the key question mulled over by the public relation practitioners in the coming hours and days as the fallout over punch-out gains more momentum.

The 365 Day Full Moon

In Life on September 16, 2009 at 1:55 am

fullmoonIs it just me, or does it seem like there has been a full moon for the last 365 days?

Some of the most memorable recent highlights include:

A Federally funded program giving advice on how to start brothels using non-resident minors.

Elected officials heckling other elected officials.

A body of elected officials deciding to take a break from a healthcare debate, which has grown gaggles of hecklers, to wag a finger at a heckler who heckled on national television.

A major daily newspaper has a managing editor selling advertising space.

One music star grabs the microphone from music star from a different genre during her acceptance speech at nationally televised awards show.

A well known tennis icon tells a line judge where to put the ball in a fashion that would make John McEnroe blush.

Pundits say the economy has stabilized but to expect continued job losses and high unemployment rates for years.

All of these “items of the odd” have three common ingredients: ego, greed and panic.

What is the solution?  Perhaps we can take a page from kindergarten and mandate “nap time” so we can all recalibrate and refocus on the important things.

If that doesn’t work, perhaps congress can pass a law declaring the words “do over” as a reasonable form of reconciliation whenever people make really stupid decisions.

A Need for Balance

In Reputation on September 9, 2009 at 1:54 am

Obama BalanceWhile in route home from my youngest daughter’s soccer game, I looked at the clock and realized that the President’s address to a joint session of congress was underway.  I tuned to the news talk station to listen in.  There were people calling in and complaining about the healthcare plan, no Presidential address.  I scanned the entire AM bandwidth until it was clear the speech was not being carried live on any AM radio station that broadcasts in Albuquerque.

I turned over to my Sirius radio and “bam” there it was on CNBC and a host of other conservative and liberal outlets.
It is funny that a broadcaster gave me a reason to switch to satellite and it had everything to do with lack of meaningful content and nothing to do with commercials!

The teachable moment to my daughter brought to these random observations:

Everybody is talking, nobody is listening.  Instead of listening to the proposals, it was easier for a radio station to let listeners vent about the President’s plan instead of providing the opportunity to have them comment after they hear the President’s remarks.

Politics makes strange bedfellows.  During several election cycles, many broadcast VPs and General Managers have commented to me how the election advertising buys saved their month, quarter or year.  But after the election, a sitting President addresses a joint session of congress and it doesn’t warrant live radio coverage?  Instead, regular programming is the rule and a Presidential address to congress is no longer an exception?

The President loves his face time.  This President has had more “prime time” appearances during his first months in office than the last President had during his tenure.

Here is my dichotomy, on one hand I am bristled that I can’t hear the President of the United States address Congress; on the other hand, I can’t blame broadcasters for not carrying it because of all the airtime he’s sucked up already.

I understand the urgency of this President to get the issue in front of Congress before there is an expected majority change following the 2010 mid-term elections.  I also appreciate the same urgency of the minority to stall discussions as a long as possible, for the same perceived mid-term reasons.

Personally, I hope someone calls “do over” and we can have a process that engages the entire electorate with results that benefits all Americans without all the usual rhetoric.

The Southwest Airlines Trifecta

In Reputation on August 31, 2009 at 1:52 am

SWA TrifectaBeing raised in Texas, there is a certain pride of ownership of anything created in the Lone Star State.  Dr. Pepper, cowboy boots and Southwest Airlines are three uniquely Texas products.  However, the last item, Southwest Airlines, the company that came to live on a napkin is where I’ll focus the next few minutes.

On one recent trip, I had three unique encounters with Southwest Airlines.  I’ve since called the experience the Southwest Airlines Trifecta to friends and colleagues.

The first leg of the Trifecta occurred to me in conversation with a fellow passenger on a Southwest Airlines flight from Albuquerque to Chicago.  We were commenting on how SWA is no longer just pouring coffee, they are serving environmental and social responsibility.  The new “Lift” coffee uses recycled cups and donations to the Guatemala Light Project for every cup of coffee served.

The Trifecta’s second point was made while finishing the book “Sway” by Ori Brafman and Rom Brafman.  In the later chapters Southwest Airlines is praised for its culture of Teamwork to improve airline safety ratings and processes.  The book explores a scenario and gives great insight to the Southwest Airline culture.

The trifecta was completed while reading through PR Week’s monthly edition on my flight back to Albuquerque.  The magazine featured a Q&A with Southwest Airlines CEO Gary Kelly.  He talked about how Southwest Airlines measures the effectiveness of public relation approaches.

There are very few organizations that can make three unique “touches” with a visitor over the span of a month.  Congratulations to Southwest Airlines for making all three on a pair of three hours flights.

Ted Kennedy

In Life on August 30, 2009 at 1:50 am

TKennedyThe late Senator Ted Kennedy and I met at a luncheon in Washington DC.  Though he and I end up on opposite sides of many political discussions, he represented something that is larger than any philosophical difference.  To me, he represented a “comeback” kid and an ideologue whose family’s presence broke the proverbial glass ceiling for Irish Americans.

To me, his defining moment was not in front of the Senate or Democratic National Convention.  It was before some cameras, taking personal responsibility for his past and our future: “I recognize my own shortcomings — the faults in the conduct of my private life. I realize that I alone am responsible for them, and I am the one who must confront them. I believe that each of us as individuals must not only struggle to make a better world, but to make ourselves better, too.”

That act of contrition spoke volumes to Americans.  Some have criticized that he wasn’t more specific.  I think his confession was appropriate for the cameras and one that was accepted by his Creator.

His larger than life personality was captured by a humble gregariousness (if that’s possible).  In my mind, by being true to himself, he earned his stripes for his family and for his Irish heritage.  The Kennedy family was to Irish Americans what the Obama family is to African Americans.

While time has passed with generation after generation, the Irish were once looked at as the doormat of European and American society.  It started decades before An Gorta Mor (the great Irish famine) and poured out on the Streets of Boston, New York and Philadelphia until decades ago.  The Kennedy family provided Irish respect and pride to be seen as equals in a corrupt society.

While I can understand that some people might find the Kennedy funeral coverage as overkill.  I also know that their perspective is limited to recent sound bites and political commentary and not the larger picture of the unspoken accomplishment of equality.

May the road rise to meet you.
May the wind be always at your back.
May the sun shine warm upon your face;
The rain fall soft upon your fields.
And until we meet again,
May God hold you in the palm of his hand.

Cash for Flunkers

In Reputation on August 6, 2009 at 1:48 am

NEA GovernorThis week the New Mexico Public Education Department (PED) announced its progress, or lack thereof, on improving the State’s high school graduation rate.  The measure, called Adequate Yearly Progress (AYP), shows New Mexico’s 54% success rate is one of the worst in the United States, which has an average graduation rate of 70%).

There are a number of reasons for the low scores.  For example, culturally, there isn’t a rich history of formal education.  It isn’t uncommon for some graduates to be the first in their family to get a diploma.  Plus there are changing family dynamics that find grandparents raising their children’s children.   Some would see those reasons as excuses… it is just reality.

The sad reality that the PED has failed is seen in many ways.  The most glaring is how it has left behind the most vulnerable special needs children. Looking at the 2008-09 school year only 4% of the State’s special needs population were proficient.  As a benchmark, the same group had 6% proficiency just four years earlier… aren’t you suppose to improve over time?

So, now that New Mexico’s chief executive officer has received the coveted “America’s Greatest Education Governor Award”, presented last month by the National Education Association, it is good to know we are finally seeing some measureable initiative to combat this problem that “suddenly” appeared.

Two days after the PED released the information, the Governor announced a plan to recapture as many as 10,000 drop outs, establish committees/taskforces and create brochures.  The Reader’s Digest version, it is an aggressive truancy and top heavy bureaucratic approach which is the same as trying to get toothpaste back into the tube.  He is focusing on the students who don’t want to be there instead of giving attention and resources to those who are in school.  The squeaky wheel isn’t even getting the grease (and it is $2.4 billion of taxpayer grease each year)!

Terry Abbott, when he served as director of communications for Houston ISD (and later US Secretary of Education) Rod Paige, would have an approach he called the “its much worse” strategy.  In this particular case, the approach would acknowledge the low graduation rate but then focus on something that was “much worse”, like the fact that after years of hard work only 4% of 11th grade students with disabilities are proficient in math.  He would then outline the plan to increase proficiencies and “define” the issue, instead of a headline writer setting the agenda.

Delivering “bad” news is expected when State government is involved.  The lesson learned here, provide workable and reasonable solutions when the problems are first identified, not four years after the fact.

Image: New Mexico Governor Bill Richardson accepting the NEA’s “America’s Greatest Education Governor Award”… thank you NEA for this “priceless moment”

Credit: Thanks to twitter for coining “Cash for Flunkers” on this issue

Follow Friday

In Life on July 31, 2009 at 1:45 am

FFridayWho should you follow on Twitter?

The August 7th #FollowFriday list will feature a group I will call Albuquerque’s Active and Interesting

@AshDHart – Realtor by day and techie by day… by night?  I don’t think she knows night because she is always on 24/7.  If I didn’t meet her at the @ElPinto tweet-up I’d say she was a bot with personality.  Very helpful and knowledgeable person to follow.

@Jrnygirl – She hunts zombies, helps people with computer/server issues and loves hers kids almost as much as Journey (kidding, she loves her kids more).  She has a new tattoo and will chime in on any conversation.  She is a good person to have in your twitter corner.

@LisaMays – A teacher, mom and wife.  She will tweet on random topics and will ask topical questions.  Her love of film and music is apparent in her tweets.  I have a degree in film and can tell you that she knows her stuff!

@Swbaboon – Her bios says it all “A money loving wannabe hippie…” She knows her primates and doesn’t follow any missing links (ha ha ha).  She’ll occasionally share things about family activities, Swbaboon always makes twitter interesting!

The Chalmers Crew – Ok this next group is like the three musketeers.  All you have to do is sit back and watch their tweets and you’ll be entertained on a regular basis.  The trio includes: @iaretanja @KesslerQT and @Missmandibaby.  Trust me on this one… just watch their tweets develop and you will smile and chake your heard with that little grin that makes others think “whatever it is on the screen it sure must be interesting.”

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The July 31st Follow Friday list is a group of the “First’s” and includes some of the 18 people I first started following when I signed up on Twitter and sent that first tweet on October 28, 2007.

@mattgrubs - Matt is a reporter at KDFW in Dallas, the CBS affiliate.  When Matt was covering the political beat for KOAT, he and I had the chance to work together during several legislative sessions when my firm did work for the Senate Democratic Caucus.  He is a quick wit, is a balanced reporter and responds to Tweets!

The Comcast Crew – Scott Westerman @comcastscott, Chris Dunkeson @cdunkeson and Tiffany Payne @tiffanykpayne are three people who, in addition to being a client, taught me the most about twitter and the different ways to leverage information to exceed customer expectations.  Comcast has a great approach to customer service on the net and these three are a key part to Comcast’s New Mexico and Arizona success.

@tracyweise - Tracy’s firm, Weise Communications, was first brought to my attention through my wife… the two befriended eachother poolside at the Counselors Academy in Cabo San Lucas over a chilled bottle of water (ok, maybe they were sipping something else).  Anyway, Tracy’s Denver-based firm specializes in the healthcare and social media realm.  In addition to MarComm tweets, her firm also has a clever blog called The Side Note.

@peter770 - Peter wears many hats… and wears them very well.  By morning, he is a radio news reporter who has a passion for politics.  By afternoon, he is a public relations practitioner who is responsible for putting Taos Tourism on the map.  By night, only heaven knows where he is cruising on his Vulcan motorcycle.  He tweets on a variety of topics from news to balloon rides.

@desertronin – It takes a special pair of legs to make a kilt work, Benson “Braveheart” Hendrix makes it happen!  Benson and I got to know each other on the New Mexico PRSA Board.  He is a public relations professional who works with the University of New Mexico.  He knows new media and he has clever tweets.

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