Sorry Seems to Be the Hardest Word

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Giving your public relations team a seat at the table early in a situation can mean the difference between successfully navigating a potential reputational crisis and falling victim to embarrassing, costly and ruinous public backlash against your brand via social media and the press. One just needs to look at the now nearly infamous Kyte Baby incident, where CEO Ying Liu delivered a cringe-worthy and awkward TikTok apology in January, to see how harmful it truly can be to fail to consider strategic counsel from a seasoned PR advisor. This was in response to the company’s termination of an employee’s request to work remotely while her adopted newborn was in a neonatal intensive care unit.

While the underlying issue at Kyte Baby seemed connected to parental leave policies, the decision was viewed by consumers as antithetical to the company’s mission and values. Under the title of Kyte Cares, the company’s website reads in part: “At Kyte Baby, we have dedicated our company to helping babies and families find comfort for more than a decade … we understand the importance of family and recognize parents’ vital role in nurturing and supporting their families.”

The controversary swirled as enthusiastic fans of Kyte Baby’s products learned of the employee’s termination and complained to the company and online. Ironically, it was Liu’s awkward and stilted apology that brought the company out of the shadows of social media and made headlines around the world.

A Failure of Consideration

It would be a mistake to discount Liu or her decision as ill-considered. She is a working mother and entrepreneur who also happens to hold a doctorate in economics. Also, the tone of her original video apology, where she asked the employee in question to forgive “how her parental leave policy was communicated and handled,” would imply she was advised on how to respond.

What happened was a failure of consideration. A failure to consider what the decision to terminate would say about the company, and a failure to consider how Liu’s response to public backlash would be presented and received by that public.

If there was a PR professional advising her to act as she did, that person should be fired. If there was no PR professional advising Liu alongside of the company’s attorneys, then the fault lies squarely with Liu and the company’s fundamental inability to live its mission in a way its loyal customers might expect.

My guess, and it is only a guess, is this matter was seen as a legal issue and addressed accordingly. What it lacked was someone in the room, steeped in the brand’s mission and reputation, who would have played devil’s advocate both on the decision to dismiss the employee as well as gaming out any potential blowback from the apology. Had a skilled PR professional been in the room from the start, Liu would have been advised on the optics of dismissing a new mom with a sick child from a company founded to help moms navigating health issues (skin conditions related to fabrics) among their young children. Further, had a skilled PR pro spoken to Liu when her original apology was scripted and planned for wide distribution on TikTok, Liu would have been strongly advised to take a different approach.

Instead, Liu made a decision that matched the company’s (then) policy on parental leave. Liu made a legally appropriate CEO decision to follow company policy but failed to be the empathetic mom who founded the company 10 years earlier to help other moms.

Why PR Needs a Seat at the Executive Table

Liu is only the latest example of organizational leaders – C-suite and others – who failed to look beyond policy or legalese. In the same month Kyte Baby made headlines, a former account executive for Cloudflare, an IT company, recorded and posted to social media a video of her termination over Zoom by two human resource professionals she had never met and who didn’t know her. That company’s CEO also went on a social media apology tour, calling the video “painful” to watch and noting the way the matter was handled was inappropriate.

Organizations large and small make mistakes. Having trusted counsel – both legal and others – consider and review decisions that can impact the brand is vital. Moreover, the rules governing the workplace have changed and continue to evolve. Not only are people making space for their work in their homes and having to integrate that work into their lives beyond 9-to-5, but we are also in an era where the aggrieved can turn to social media and expose former employers who act in bad faith – real or perceived – to a firestorm of negative publicity. And, frankly, a lot of organizational leaders are getting it wrong.

Having a communications professional as part of the decision matrix can help. Whether in-house or an outside consultant or agency, these are trained professionals whose jobs are to consider every decision, message, social media post and internal memo through the lens of the organization’s reputation. It’s an invaluable service when you consider the alternative: Kyte Baby is navigating an ongoing boycott while trying to share positive news about their new parental leave policies. Cloudflare blew up on social media for the wrong reasons and may struggle with recruitment of vital talent as a result.

Lawyers are excellent advisors. They protect their clients in the court of law. Public relations professionals focus on reputational threats and protect clients in the court of public opinion, which is where consumers tend to decide where and how to spend their money. Both must be in the room where decisions are made.

X For Businesses: The Unanswered Question

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Elon Musk dominated headlines throughout 2023 after purchasing Twitter in the year prior. Musk purchased the social media platform with bold promises to advocate for free speech, to prevent bots and misinformation and to create the “everything app.”

Since taking over, Musk has made good on his promises to make changes, but those changes did not all yield positive returns. Since taking over, Musk has overseen widespread layoffs, as well as controversial decisions to outsource content moderators, rebrand Twitter to X and introduce a monthly subscription model. Under his direction during the first year, the company’s ad revenue dropped a minimum of 55% year-over-year each month and lost about 13% of its daily active users.

Not surprisingly, X’s viability for brands as a valuable social media tool is being questioned by organizational leaders, as well as their marketing and communications teams.

Is X worth a place in your social media strategy? Let’s look at a few considerations for business leaders reevaluating their brands’ activity on X. 

  • Time spent vs. ROI: Twitter since the beginning has been dependent on real-time interaction. In the last year, the platform has undergone significant security and algorithmic changes, which have resulted in fewer impressions and engagement on posts. This has been particularly true for those who chose to opt out of the paid subscription model. Regardless of the type of account, X as we know it today requires a significant time investment of diligent posting and interaction for even a chance at climbing user feeds.
  • Public trust concerns: Musk’s public intention when he bought Twitter was to encourage free speech and prevent misinformation. However, Musk has struggled to uphold these promises and has taken heavy criticism in the media related to the spread of misinformation on the platform. Taylor Swift, for example, was recently a victim or misinformation on the platform when AI-generated explicit photos began circulating the platform as reported by The Wall Street Journal. The potential implications of a violation of public trust for X users, coupled with controversial statements made by Musk, have prompted businesses and corporations to reconsider their connection with X.
  • Changing features: In Musk’s endeavor to make X the everything app, the company has made considerable changes to platform features. For example, when displaying links, X now removes headlines and makes clickable links less visible to limit linking outside the platform. For most businesses, social media is used to direct customers to a different place, whether that be the company website or a blog post. Limiting access to such links could diminish any return for businesses utilizing X.

The attention around X should serve as a reminder to business owners, that a social media strategy should always be evolving and that they should regularly evaluate engagement across all channels. Some platforms, or a company’s current strategy for a certain platform, may no longer be serving them well, and new resources and features are always popping up.

LinkedIn, for example, now offers articles and newsletters for users to post longer form content. Showcasing a business’s expertise and their leaders’ insights in an article could hold more value than posting small snippets on X.

Social media is an investment of time in understanding and establishing business goals that are supported by a platform’s capabilities. To get the most from social media, business leaders and their social media managers must understand how social media platforms could work to their advantage or diminish their investment as they evolve.

The Press Release: “In” or “Out” in 2024?

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As a journalism major in college, I studied the inverted pyramid. It states that the most important details permeate the widest part of the pyramid, supporting details follow in the middle and supplemental information completes the tip of the upside-down pyramid. As a public relations professional, I know a well-written press release should follow a similar format — but I also know no press release, no matter how well written, should stand on its own.

So, what’s the scoop on press releases for 2024? Those that follow the inverted pyramid format as part of a strategic public relations campaign are still very much “in,” but, if released in a vacuum or poorly written, the press release is most definitely “out.”

This should not come as a surprise in 2024. The demise of the press release has been predicted, incorrectly, for years. Once a powerful, singular tool in the world of PR, the press release has become simply one of countless tools available to the profession. Deployed strategically and creatively, a well-written press release can still help to raise brand awareness.

The Press Release Myth

For many, the idea of public relations often begins and ends with a press release. It’s not that simple anymore. Most reporters receive hundreds of press releases daily and could easily overlook yours even if you pay big bucks to have the best-known PR agency around draft and distribute it.

The truth is you need a continuous effort with the media to build credibility and a reputation as a valued resource among reporters and your audience at large. Journalists are in the business of reporting on news and taking deep dives into important trends; not promoting your company. To select you or your organization as a credible source, first journalists need to know your name. Secondly, they need to know you aren’t merely going to try to promote your product or service. The way journalists come to know these things is through continuous, relevant and topical outreach on subjects they cover and care about. This is the primary reason most PR professionals advise clients not to treat PR like a spigot, turning it off and on at will.

To accomplish all of this, you may use a press release here and there. But it should never be your default tactic, and it should only be used if you have genuine news or insight to announce. Instead, consider the press release as one useful tool in a communication strategy.

Maximizing the Press Release

So, how can a business owner get the most from a press release?

Press releases can offer value when announcing a business launch, new product, merger or acquisition, personnel change, etc. It should be relevant to the audiences you hope to reach and tell the reader the facts of what is happening with your business and leave the promotional language for the marketing and advertising folks. If the goal is establishing credibility among your audience, any hint of self-promotion will steer journalists — and increasingly more savvy news consumers — in the other direction.

Ultimately, business owners should not expect a press release alone to garner media attention. You need a broader campaign where reporters and other key audiences are receiving a steady stream of content on your brand whether through pitches to the media related to industry trends or current events, through content on company blogs, the company website or social media posts. Only with consistency will you build credibility and confidence in your leaders and your brand. Consider consulting with a PR agency to understand what approach might be best for your brand.

Best Practices

When a press release is determined to be a useful component of a broader communications strategy, it must be well-written to demonstrate that credibility. By taking care in your messaging and presentation, you are conveying that you take care in your product or service.

Consider these tips in drafting a good press release:

  • Think like a journalist — keep the inverted pyramid in mind, stick to the facts, and avoid promotion.
  • Announce your “news” up top.
  • Try to find a news hook or element of timeliness.
  • Keep the copy clean and tight.
  • Craft a compelling headline that sums up your news.
  • Consider partnering with a PR agency with former journalists on staff.

Issuing a press release as part of a comprehensive PR strategy can have several benefits including:

  • Boosting company search engine optimization, particularly if the release is picked up by multiple media outlets.
  • Serving as good introductory or reference material for reporters.
  • Providing useful fodder for marketing and other owned content sources.
  • Helping to build credibility and name recognition with a steady drumbeat of newsworthy and relevant releases, combined with other PR initiatives.

While the media landscape continues to change, the press release remains “in” and will continue to be a useful tool — for now. However, business owners should understand a press release, on its own, does not guarantee media coverage. When written well and thoughtfully distributed, it can be an effective component of a comprehensive PR strategy that can build brand trust and elevate your company in the eyes of reporters and customers.

Reflections on a Day of Service: The Value in Communicating the Good You Do

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We have all heard charitable giving and volunteerism are good for the community and good for business. Although our central purpose in giving back is hopefully to produce better outcomes for others, wildlife, the environment or countless worthy causes, that business benefit should not be overlooked.

After taking part in this year’s Martin Luther King Jr. Day of Service, we thought we would explore the benefits – beyond the self-satisfaction found in helping others – available to companies that give back through kindness.

These are benefits that can inspire and encourage others to get involved and feel a part of something, while also enhancing the company’s reputation and, potentially, its bottom line.

More specifically, spreading the word, in the right way, of a company’s philanthropic initiatives can:

  • Enhance company culture. Today’s employees want to know they are working for companies that care and take action toward social responsibility. They want to see the company’s principles and support for employees, the community and the environment communicated. It can engender them a sense of pride toward their employer. Further, providing employees with time to volunteer with their team can promote comradery and build a corporate culture where employees feel more fulfilled, challenged and want to stay and grow.
  • Assist in recruiting top talent. Millennials and Gen Z want to give back in meaningful ways and they are increasingly looking to employers to not only support, but enable, these social good contributions. They are looking to join companies that provide opportunities to volunteer, to take part in fundraising initiatives and to support the causes that matter to them.
  • Raise awareness of your company among your target audience. It is not only employees who are interested in socially minded employers; customers want to patronize companies that support causes important to them.

By sharing news and updates of charitable donations and volunteering efforts via articles, photos and videos shared via eblasts, social media channels and newsletters, leadership can ensure prospective and existing customers, job candidates, and current employees see their commitment to giving back and realize this is an organization worthy of their time, attention and money. To help ensure this, consider these best practices for communicating charitable endeavors on social media:

  • Craft your post with care for clarity, tone and importantly, brevity, as well as spelling and grammar.
  • Include photos and short video clips where possible.
  • Tag the nonprofits you supported. They may repost to their networks.
  • Call out employees where appropriate for their volunteer efforts and tag them on posts.
  • Encourage employees to like and share on their social media channels as well.

Finally, a good public relations partner can define a clear strategy communicating the social good works of the company and its employees. Having a strategy is important, not only for promotional purposes, but also to ensure you and your employees communicate thoughtfully, consistently and respectfully while focusing on the best channels and language to best support the efforts of the company and its employees. Not every fundraising initiative is worthy of a press release. Again, a PR professional can help you determine the best communications channel for sharing messaging.

For our part, team members at Kimball Hughes PR had an amazing time volunteering in their local communities on MLK Day. They organized dog and cat food at the Connecticut Humane Society, made cards for veterans with the Lexington Day of Service and packaged emergency relief and disaster kits with Jersey Cares for victims of recent storms and natural disasters. At Kimball Hughes PR, we encourage a culture of giving back by providing paid time off to volunteer for MLK Day as well as during the Insurance Industry Charitable Foundation’s Week of Giving. We seek team input on all company charitable initiatives, whether through our pro bono client work or our annual charitable gift made to a nonprofit cause important to our team on behalf of our clients.

From paid-time-off to volunteer to matching employee charitable donations, organizational leaders should not only be sure to create opportunities to give back, but also to communicate their efforts and those of their employees. While not every charitable effort is newsworthy, a photo on social media of an employee helping to clean a beach or assist in a food kitchen can go a long way in advancing your reputation as a company that cares and one that is worth the investment and support of employees, customers and others.

What’s In (and Out) in Public Relations for 2024

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Many of us appreciate starting the new calendar year with a clean slate and some helpful insights to make us more successful. Knowing what has changed and how to better navigate the world in our personal and professional lives certainly helps. And as is the trend at the start of each year in fashion, business and elsewhere, I wanted to share my perspective on what is in, and what is out, in terms of approaches to communication strategies in 2024:

Artificial Intelligence (AI)

IN: Greater scrutiny of artificial intelligence (AI) and Generative AI.

If 2022 showed us what was possible with the birth of ChatGPT, 2023 showed us what was practical as litigation surrounding AI flourished, as noted in a Dec. 14, 2023 blog post by the law firm of Perkins Coie. Going forward, AI in strategic communications will be a resource, not a revolution, leading those who fail to recognize this shift into a world of trouble.

OUT: The idea of replacing communications professionals with AI — at least for now. Experimentation has shown us AI has yet to mature to the point where anything but mundane copy automation is possible. Even there, the risks of error, inaccuracy and legal jeopardy abound with AI in a lead content role.

Social Media

IN: LinkedIn as a force multiplier for your communications strategy.

For both for- and nonprofit organizations, LinkedIn has demonstrated that tailored, personal and insightful content is exactly what professionals are seeking. We are all looking to grow professionally, and LinkedIn has become the gold standard in social media for real-world advice, tips and lessons learned. The platform has also rolled out many tools with low entry barriers for organizations to use to support their communications goals.

OUT: X, formerly known as Twitter, for anything of practical use by businesses or nonprofits.

The platform has been on a downward slide in terms of relevance for years. With a fast-shrinking number of quality controls, advertisers and actual users, it will continue a steady slide into irrelevance barring a major turnaround which seems unlikely at the dawn of 2024.

Media Relations

IN: Continued consolidation and evolution in the media space.

The very definition of media outlet remains in flux as news publishers explore new platforms and models, while journalists themselves go entrepreneurial with newsletters, podcasts and streaming services.

OUT: Asking the question, “Who do you know at [media outlet name]?”

While media relations was once a field that relied on relationships to get a foot in the door, today’s journalists are driven by what stories grab eyeballs, regardless of who is pitching it. It is no longer (and, frankly, it has not been for a long while) who you know, but rather the quality of the story to be told and the PR professionals who best understand how to share that story with key journalists and/or outlets.

Messaging

IN: The continued march of pithy messaging to best engage and inform B2B and B2C consumers.

With millennials and Gen Z now in the majority of consumers and increasingly moving into management and entrepreneurial roles, organizations will need to appeal to these audiences by conveying brand personalities that showcase authenticity. Taking an infotainment approach — the combination of information and entertainment, even humor — has proved popular and impactful with these cohorts. However, great care must be taken to avoid unforced errors like the failed 2023 Snoop Dogg/Solo Stove marketing campaign.

OUT: Messaging that even hints at self-promotion.

From the journalists themselves to the feedback of their readers, the jury has come in and stakeholders are tired of being forced to endure a brand’s value proposition or product/service pitches disguised as news. Brands will need to find something relevant to say about the issues, trends and news impacting their audiences that does not center on what they can do or sell. This approach will be critical if they want to continue to maintain relevance with those audiences and the journalists who help them reach those audiences.

Content

IN: Succinct video messaging.

Consumers, as well as the media, are time starved. While video has helped drive increased engagement, the trend continues to move toward ever more brief videos whether it is explaining a concept, pitching a reporter or persuading audiences. Brands should be creating their own video library of short-form content on key topics and issues of greatest importance to their target audiences.

OUT: Long form owned content.

The 60-second video is dead; long live the 30-second video. Smart brands will continue to move away from long-form content on their owned channels (i.e., websites, social media, newsletters, etc.) and take advantage of low- and no-cost video and editing tools, as well as developing strategies to create and provide aggressively brief content that speaks to important trends and topics.

The pace of technology and information continues to gain speed. Smart brand and organizational leaders will recognize the importance of adapting to the preferences and needs of their target audiences while creating plans that leverage new ways of engaging audiences to ensure they maintain awareness and relevance among those who matter most to them.

Kimball Hughes Public Relations 12 Days of Public Relations

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Thank you for following along with Kimball Hughes Public Relation’s 12 Days of PR. We hope you have found value from our thinking on how and why public relations can help for- and non-profit organizations. Please enjoy and feel free to use all 12 insights throughout the year. Have a safe and happy holiday season!

On the 1st day of our engagement, my new client gave to me…

A request to raise awareness around their brand. Public relations empowers clients to share compelling stories in ways that build their credibility, while transforming them into go-to resources for their specialties. It starts with a comprehensive media plan. After gaining an understanding of their goals, target audiences and key messages, we craft a thoughtful plan chock-full of tactics – that get results – leveraging media relations, thought leadership, speaking opportunities and more. 

On the 2nd day of our engagement, my new client gave to me…

A one-off press release.  A stand-alone press release will do little to amplify your brand and is usually not worth the investment of time or money. Rather, press releases should be one component of a comprehensive, ongoing media strategy designed to showcase your company’s expertise. A thorough media plan that incorporates newsworthy and thoughtful press release distribution, consistent with your company’s key messages, will help you to propel your brand and position your company for success. 

On the 3rd day of our engagement, my new client gave to me…

A call for more control over their messaging. These days, smart PR incorporates both earned and owned media. In addition to traditional media interviews where a client cannot totally control what ends up on the page, owned media, which leverages blogs, social media, white papers, sponsored content and more, allows clients to share their messages with editorial control. We work with our clients to determine the best approach for them, often incorporating a mix of both mediums for optimal exposure.

On the 4th day of our engagement, my new client gave to me…

A crisis involving negative online reviews. Negative online reviews can quickly escalate dealing a major blow to a business – if not properly addressed. We start with an assessment of the facts. We determine if a response is warranted, and if so what type. We also confirm the review adheres to the host site’s review policies. If appropriate, we’ll quickly draft a tactful response to deter further discord or advise clients how to petition for the review’s removal ­– helping them keep their reputations intact.

On the 5th day of our engagement, my new client gave to me…

A CEO who had never spoken to the media. Getting in front of the camera or interviewing with a reporter can be challenging. Proper preparation is key, incorporating these three rules: Don’t lie, don’t guess and don’t assume. Liars get caught, guessers make mistakes, and those who assume get caught off guard. We work with our clients to provide interactive media training, including live interview scenarios conducted by our team former journalists, to ensure your spokesperson is interview-ready. 

On the 6th day of our engagement, my new client gave to me…

A question on how we measure PR. When investing in PR, a common question is – how do you measure success? First we establish clear, obtainable goals that will drive PR efforts and work to achieve them. We measure for unique monthly visitors to the host site, share of voice, tone, reach and more. One of our favorite ways to measure PR success, however, is through the client’s new business wins after the prospect has read about them in earned media we coordinated.

On the 7th day of our engagement, my new client gave to me…

A request to grab headlines like their competitors. When prospects express frustration with their competitors dominating news headlines, we conduct a competitive media analysis to benchmark coverage and develop a roadmap to success. That success requires a campaign with consistent thoughtful outreach. We tailor our campaigns to best position our clients as reliable, informed and go-to media sources focused on issues, not self-promotion. This approach has yielded remarkable results for our clients, growing share of voice among their competitors by more than 70% in mere months.

On the 8th day of our engagement, my new client gave to me…

A question asking what media outlets are best for them. Choosing the right media target starts with understanding of the client’s audiences, preferences and goals. Are they looking to target C-suite executives, a geographic segment or specific community? Will they be comfortable being interviewed or do they have a wealth of expertise better suited for opinion or thought leadership contributed articles? Once we understand target audiences, the client’s style and how they define PR success, we dive into our deep database to identify the media outlets that will most effectively and efficiently reach their target audiences. 

On the 9th day of our engagement, my new client gave to me…

SMEs with valuable content to share. Thought leadership or contributed content can be invaluable, not only to establish yourself as an industry expert and go-to resource for the media, but to raise the profile of your business. We work with subject matter experts (SMEs) to determine topics in line with industry trends matching their interests and expertise. In partnership with the SME, we develop a nonpromotional article sharing genuine insight relevant to the focus of that audience – with key messaging strategically interspersed. In authoring thought leadership published by a leading industry trade, our clients have seen their SME’s profiles grow exponentially along with their brand recognition. 

On the 10th day of our engagement, my new client gave to me…

A request for coverage in a specific media outlet. Prospective clients often ask if we can get them in the Wall Street Journal. This can be possible with an ongoing, concerted effort along with the right story to tell. A successful PR program requires a sustained strategy to build credibility highlighting the client’s expertise. Media value insights that go beyond products or promotion and speak to bigger industry issues or trends. Media placements can be achieved through regular, relevant outreach, a stream of trade or regional interviews, contributed content and a thoughtful social media presence. 

On the 11th day of our engagement, my new client gave to me…

A question asking how much PR costs. Engaging with a PR firm is like buying a computer. Some are sleek; recognized name brands, others are smaller and tailored to a specific task. Just like the capabilities and pricing of a new computer may vary, so do those of PR firms. A hefty price tag or brand name doesn’t guarantee the best product or service. Look for a firm that understands your industry, specializes in your specific needs and goals and gets high marks from current and former clients alike. As in all things, you usually get what you pay for.

On the 12th day of our engagement, my new client gave to me…

Their plans to attend an upcoming industry conference. Conference attendance can be a major investment. When done right, it yields a strong return that amplifies your brand’s reputation, creates new connections and sometimes new business. We work with our clients to profit from that investment with media attention. We advise our clients on the events most likely to draw media onsite. Then, we secure introductory meetings and interviews with journalists, and work with clients to prepare them for interviews with media training, if necessary, as well as carefully crafted talking points and more. 

The Lesson of 2023: Messaging Matters More Than Ever

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From the explosive exploration and application of generative AI across society, to bank failures and financial upheaval, inflation and more, 2023 was the year that surprised no one and everyone at the same time while keeping us all wondering what might follow.

This was also a year where proper messaging, or the failure to provide proper messaging, played into the headlines at a level we hadn’t seen since the height of the pandemic.

Introducing:  AI

Across the calendar, 2023 was the year where everyone wanted to talk about technology, specifically artificial intelligence. From an ill-considered public discussion about using AI to advance diversity at Levi’s to the very public spectacle that was the firing and rehiring of Sam Altman at OpenAI — and all manner of speculation of how AI would improve nearly every business — poor messaging drove headlines and cost their brands.

In March, Levi’s announced plans to use AI-generated clothing models to allow customers to see clothes on models who looked more like them. The initiative was met with backlash for failing to include in their messaging the platforms to find the AI models or information on how to customize the models, as well as what the change would mean for human models. The company was forced to issue a follow-up statement clarifying the initiatives and explaining, among other things, that it was not meant to substitute real action on diversity, equity and inclusion at the company.

Of course, the messaging around Sam Altman’s firing and rehiring at OpenAI made our list of messaging gone wrong in 2023. First, the board of directors of OpenAI fired Altman with a public announcement claiming he was “not consistently candid in his communications with the board,” and that the board “had no confidence in his ability to exercise his responsibilities.” After Microsoft swooped in to try to pick up Altman and his colleagues, pressure from employees and investors mounted, prompting OpenAI to post on X that Altman would be returning as CEO.

It seemed not a day passed this year when the public square did not feature a discussion about the digital world. And, regardless of your technological interest or acumen, few can honestly say they were not aware of or participating in the buzz around AI.

Failing Fabulously

Meanwhile, the financial sector was rocked when a few banks formerly ranked as among the 30 largest in the US imploded despite reassurances from business and government officials. In fact, one of the failed banks committed financial suicide due largely to poor messaging. Silicon Valley Bank, in the wake of rising inflation and interest rates, issued a statement in March that made no mention of its financial strength and instead focused exclusively on losses, manifesting an old-fashioned bank run that effectively killed the institution.

Additionally, theories and speculation on inflation and a potential recession offered real-world consequences for the global economy. Notes from a March meeting of the US Federal Reserve didn’t mince the words of Fed economists, noting bank failures were likely to cause “… a mild recession later this year.” This set off a chain of events that saw Silicon Valley leaders like Google, Meta and others publicly trim headcounts while other industries took a long, wait-and-see approach to spending in 2023.

The Value of Words

In short, buzz and speculation that included the active participation of brands and businesses through their messaging not only influenced public perception, but that messaging also drove consumer decision-making.

In a world increasingly attuned and sensitive to business and industry messaging, 2023 offered a bevy of examples too numerous to mention here that reinforce the adage, words matter. One of the key takeaways from this as we look to 2024 and beyond is that minds, as well as markets, can move more dramatically than ever based on how messaging is conceived and delivered. Brands and nonprofits will do well to apply this lesson to their new year planning. And, of course, Kimball Hughes PR is always here to help craft as well as pressure-test the words and content that shape the perceptions of those audience(s) most important to your organization.

A Holiday Message from Kimball Hughes Public Relations

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This month the world will observe 11 faith-centric holidays and several more seasonal observances. For millions, every December offers a buffet of celebrations, time spent with friends and loved ones as well as moments of great delight, remembrance and, in some instances, challenge and struggle.

To our remarkable clients who greet us in partnership and invite us to apply our skills and talents to help navigate the successes and obstacles of their work, we offer our sincere appreciation. We endeavor to bring our best selves and thinking to each engagement, and we hope doing so further contributes to the qualities we believe distinguish our agency from our competitors.

Each day we are fortunate to work with remarkable professionals within the agency who all check their egos at the door and work – genuinely – as a team toward the mutual benefit of our clients, one another and the agency. Rare is the work environment where apprehension is absent, constructive collaboration is abundant and good humor and appreciation is ample and appreciated. This reality exists because each individual on our team chooses to manifest it daily.

Of course, without our families and loved ones, we would lack the emotional, mental, and frankly, the actual physical space to excel at our craft. Thank you is both an inadequate response to all you do to help make our good work viable and joyful, as well as the best and most concise articulation of how important you are to our personal and professional lives. So, thank you.

Whatever holiday you might observe, whether your December is spent in joy or somber remembrance, the team at Kimball Hughes PR wishes you peace, good will and success now, in 2024 and beyond.

KHPR Reflections: Top Moments of 2023

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It’s been an exciting and fast-moving year for the team at Kimball Hughes Public Relations, full of special personal moments, career wins and of course, challenges. As the year rapidly comes to a close, we wanted to take the time to look back and reflect on our favorite moments of 2023. What were some of yours?

Rod Hughes: Perhaps my favorite moment from 2023 – among many – was an April trip to Carmel, California. I’ve been there before, but this trip was special because I played tour guide to my partner, David, who also fell in love with Carmel. After a busy few years focused on growing the agency, this Carmel trip was a needed and welcome respite where so many great memories were made.

Eileen Coyne: In the spring of 2023, my family took the trip of a lifetime. Navigating different languages, subway systems and coffee orders, we enjoyed whirlwind tours of London and Paris, travelled through the Alps, and completed our Griswald-like adventure in Italy.

James McKinsey: After getting married at the end of last year, my wife and I took a honeymoon to Glacier National Park. Seeing the bison and experiencing the mountains were an incredible place to celebrate the beginning of our lives together.

Hari Rajagopalan: This year, I took a trip down to Cancun to wrap up the summer. A nice week at the beach, relaxing and enjoying some beautiful weather and great food was exactly what I needed to recharge.

Cassidy Taylor: My favorite memory from 2023 has quickly become my favorite memory yet. This summer, I married my best friend and partner, Matt, in front of our closest friends and family. We had a beautiful ceremony followed by a memorable celebration with lots of dancing and laughter.

Kate Glaviano: While not just one moment, the best part of 2023 was making time with my friends to travel and spend time together. After years of huge life changes and a few moves to different states, it’s been grounding to reconnect, see new places and laugh hysterically with the people who know me best. 

Liz Rubino: One of my favorite memories from 2023 was when my grandson was born right before my birthday. Seeing his brother and our family enjoying the day was the best gift ever.  

Over the River and through the Woods: Takeaways from November Travels

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November kicks off the busy holiday travel season and a month of travel it certainly was for the Kimball Hughes Public Relations team. Our colleagues visited Las Vegas, Chicago, Hollywood Beach, Fla., and more. We enjoyed spending time supporting our clients, speaking at events, attending insightful sessions, catching up with our colleagues in the media and making new connections.  

Below are a few takeaways from our November on the road.

Las Vegas

This month, Account Managers James McKinsey and Hari Rajagopalan had the opportunity to join our client at Insurtech Connect Vegas (ITC) 2023, a three-day conference dedicated to discussing the future of insurance and innovation.

One of the industry’s biggest of the year, artificial intelligence (AI) fueled much of the conference discussion. Insurtech and insurance leaders are still attempting to figure out the role of AI in the industry and whether it will truly serve as a disruptor. In fact, one of the most widespread opinions shared throughout the event was that everyone has their own definition of AI, but no one truly knows what it is. We expect AI to be a valuable supplemental tool to insurance businesses, but the industry still is not quite sure of how and where to best utilize this growing technology.

ITC Vegas 2023 also presented a great opportunity to connect with the industry trade press. Reporters from leading insurance organizations including Insurance Journal, National Underwriter, The Insurer, Risk Management, Rough Notes, Digital Insurance and The Institutes were on hand. In our conversations with the media and with various podcasters, we learned there is continued interest in hearing from sources on topics such as the future of work, innovation, AI, climate change and cyber.

Hollywood Beach, FL

Agency President Rod Hughes visited the Sunshine State to speak about crisis communications at the annual meeting of one of our franchise organization clients, as well as to lead two roundtable discussions on the power of public relations to promote new business openings.

As all entrepreneurs know, there are always war stories shared on crises large and small when gathering at these types of events that create teachable moments for others in the audience. A recurring area of concern was online reviews, their impact on the business and the various platform processes and guidelines that can work in a business owner’s favor – when used appropriately – to remove fake, slanderous or otherwise untrue reviews of a business.

Franchisees face myriad demands on their time and attention. Understanding how small things can quickly become big crises, what to look for and how to best manage an existing or potential crisis was information many of these attendees welcomed.

Chicago

This month, Eileen Coyne, agency vice president, had the opportunity to attend the Digital Insurance Women in Insurance Leadership Conference. After enjoying time with the Digital Insurance staff and meeting women leaders from across the industry, she provided two valuable takeaways from speakers related to the challenges that career and homelife present.

  • Break out of Your Comfort Zone. Joan Woodward, executive of public policy for Travelers and president of the Travelers Institute, captured the room with inspiring and amusing stories from her impressive career journey during the evening awards dinner. She encouraged the audience to embrace the unfamiliar, touching on milestones in her extraordinary career on Capitol Hill, at Goldman Sachs, Travelers and more. She urged the crowd to be bold and willing to try new things.
  • Expect and Embrace Flexibility. “I have one life and one calendar,” Kathy Krantz, vice president and chief financial officer at Pinnacol, told the women assembled for a panel on decoding leadership DNA. She said, she incorporates all of her work and parent to-dos on one calendar. She explained that many employers are more understanding now about work-life challenges. No longer should we feel a need to hide work-life challenges from the office as we struggle to navigate the multifaceted demands of life and work.

New York City

No itinerary would be complete without a stop in the Big Apple. Eileen Coyne and Hari Rajagopalan had the opportunity to join the Insurance Industry Charitable Foundation at the IICF Northeast Annual Benefit Event in New York City where the nonprofit celebrated another year of giving and volunteerism – a year that saw more than $1 billion in giving industry-wide. IICF gathered leaders from across the insurance industry to celebrate the industry’s efforts, while raising funds for nonprofit grantees in the Northeast region.

It was a wonderful opportunity to cap off and toast an incredible year in charitable giving and volunteerism for the industry that fueled a fun evening of catching up with friends in the insurance media, within the industry, and introduced another chance to make new connections.

With the year nearly wrapped, the team at Kimball Hughes PR would like to express an appreciation for the re-emerging opportunities we have all enjoyed this year enabling us to get together once again in person with colleagues and industry peers. We look forward to seeing many of you on the road again in 2024!