14 Trust-Busting Ways to Destroy Your Credibility with the Media

Media and presentation skills coach Edward Segal contributed today's post. He has written for The New York Times, The Washington Post, The Wall Street Journal and The Los Angeles Times, and is author of Profit by Publicity. His post describes 14 ways publicists, spokespersons and executives destroy the media's trust.

Credibility is essential when trying to generate publicity. 

If you are in the public spotlight (or want to be), your ability to instill trust among the media will determine your reputation with reporters, editors, columnists and bloggers.

Trust is about establishing (and maintaining) successful working relationships with those on whom you depend for publicity.

Unfortunately, there are plenty of ways to get on a reporter’s bad side. Here are some of the major ones, followed by the excuses you might use to justify violating the media's trust.

But then, why would you?

1. Don’t return e-mails, texts, or phone calls from the media. (Excuse: “Don’t they know I’m busy?”)


2. Refuse to provide the source of facts, figures, research, or other information that you include in your news releases or answers to questions from the media. (Excuse: “They should believe me, and not question where I got the information.”)


3. Don’t spell check, proof, or fact check news releases and other press materials. (Excuse: “There’s no such thing as perfection. Beside, who cares if it’s not 100% accurate?”)


4. If you don’t know the answer to a question posed by a journalist, just make it up. (Excuse: “Politicians do it all the time, so why shouldn’t I?”) 


5. Don’t post the latest news releases and other information on your Web site. (Excuse: “They could Google it if they want to.”) 


6. Plagiarize information, research, or quotes. (Excuse: “I have too much on my plate to write it myself. Besides, no one will ever find out!”)


7. Miss deadlines important to reporters. (Excuse: “I’ve have my own problems!”)


8. Agree to do media interviews on topics in which you have no knowledge or expertise. (Excuse: “Why should I pass up an opportunity to be quoted by the media?”)


9. Cite outdated or questionable facts, figures or other information in your press materials or conversations with reporters. (Excuse: “I just don’t have time to update all of that stuff myself!”)


10. Do or say something that will make the reporter look bad in the eyes of her editor, colleagues or audience. (Excuse: “Now she knows how it feels!”) 


11. Ignore time limits that reporters may impose on their interviews with you. (Excuse: “I have a lot to say!”)


12. Deny you gave the reporter information that proved to be false or wrong, even though you did. (Excuse: “What difference does it make? Reporters get things wrong all the time.” 


13. Show up or phone in late for media interviews; better yet, don’t show up or call in at all. (Excuse: “I was having a really bad day and had much more important things to do.”)


14. Forget to send information to a journalist that was important for their story. (Excuse: “What’s the big deal? If it was that important, she could have gotten it from someone else.”)

Why is trust more important than ever?

Find out by reading Path of Persuasion.

The Death of Social Media Marketing

In a recent survey by Hubspot, marketers claim social media is the third "most overrated" marketing tactic (only traditional and digital advertising are more so).

Hubspot blogger Lindsay Kolowich attributes marketers' weariness to four causes:

• Marketers struggle with the choice of the best social media tools

• They find social marketing wasteful and inefficient

• They lack a social media strategy

• They can't distinguish idle chatter from meaningful conversation

Before sealing the lid on social marketing's coffin, I'll repeat the most famous statement ever made by a marketer, Philadelphia retailer John Wanamaker:

"Half my advertising is wasted, I just don't know which half."

A career in marketing has convinced me the activity is inherently inefficient; that there's no magic bullet; and that, above all else, clarity, frequency and consistency matter.

Who told you it would be easy?

Government Communicators: Turn Citizens into Fans

Award-winning video producer Ann Ramsey contributed today's post. She is a senior producer at the US Department of Health & Human Services in Washington, DC.  

Government communicators spend their time educating citizens about what their departments do.

Video, distributed through broadcast media and public-facing government Web sites, has long played a starring role in those efforts.

But citizens today, as they consume video at unprecedented rates, expect it to be served on social media platforms such as YouTube, FaceBook and Twitter.

With forethought and creativity, government communicators can use video to join the social media conversation—without breaking the bank or running roughshod over internal guidelines. Here's how:

Learn from peers. Organizations such as Federal Communicators Network, the National Association of Government Communicators, and the National Press Club will help you plan video strategies. Scanning the YouTube channels of agencies with goals similar to yours will also help. Government channels are listed in the GSA Social Media Registry.

Look around you. Government communicators can develop video content by cultivating in-house officials who come across well on camera (often, presence is better than pedigree). If an agency hosts an important forum, it’s a good idea to videotape it and amplify the link. At almost any event, an area can be set up for interviewing participants. If videotaping isn’t possible, audio-taping and photography are good alternatives.

Use inside help. Government communicators are smart to consider in-house video production, before hiring a PR firm. Many government departments already have TV studios with plenty of capacity. If your agency doesn't have one, take a look at sister agencies. In-house producers can save taxpayers' money.

Channel your videos. YouTube goes out of its way to help government agencies. For example, if asked, YouTube won't run ads on their channels. Government communicators should get in touch with Google to learn more.

Tailor the length. Video content on FaceBook and Twitter needs to be "snackable"—10-20 seconds long. Longer content belongs on dedicated video platforms, such as YouTube or iTunes.

Stay current. Keeping abreast of production trends helps government communicators create successful videos. Hot video trends are motion graphics, film-like shooting styles, and true-to-life testimonials. Audio and video podcasting are also surging in popularity.

Do it right. It behooves government communicators to preserve standards of quality and integrity on social media. When inviting public response, introduce only substantive topics, rather than “name this dog” sorts of trivia.

Mind the store. Comments, shares, and average length-per-view will give you an idea of audience engagement and are useful to track. Curating incoming comments allows urgent questions to be re-directed, and inappropriate comments to be deleted. Dated video material is best removed and archived.

Get found. The public turns to government for many urgent matters. Bizarre hashtags or “click-bait” naming strategies only stand in its way. Many highly viewed government YouTube videos sport transparent titles, such as “What are the Symptoms of the Flu?” Clear tags and titles take full advantage of how the public actually uses search engines.

Reach your viewers. YouTube’s built-in analytics reveal viewer demographics you can use to guide future outreach. Viewers should always be encouraged to subscribe to an agency’s channel, so new content will reach them. Stakeholders and partners can help you amplify a message to specific audiences.

Let it grow. Steady addition of new video episodes builds viewership. It often takes variations on a theme before results emerge. Experimenting with different versions, styles and platforms is well worthwhile.

Short Shorts

Who likes short shorts?

Short-form content has three advantages over long-form, says journalist and teacher Roy Peter Clark.

Power, wit and polish.

Short-form's brevity gives it power, as Seth Godin proves every day.

Brevity also lets writers be witty, as David Meerman Scott often proves.

And brevity lets writers polish words and expose their luster, as Dan Bailes does.

Among short-form gems, Clark includes the arresting (but oft-forgotten) photo caption.

Photo captions force readers to hit the brakes, says blogger Sean D'Souza, preventing them from "zooming madly from the start to the end" of your content.

Curiosity—our compulsion to "be right" and "be in the know"—compels us to slow down and read captions, D'Souza says.

We can't help ourselves.

Harvest Time

Salesman Ray Kroc was 52 when he asked the McDonald brothers to let him franchise their drive-in burger joint.

Composer Ludwig van Beethoven was 54 when he wrote Symphony No. 9.

Pharmacist John Pemberton was 55 when he started to sell his invention, Coca-Cola.

Actor Ronald Reagan was 55 when he first ran for public office in California.

Former slave Nancy Green was 56 when she was selected to portray the trade character "Aunt Jemima" by the Pearl Milling Company.

Philosopher John Locke was 57 when he penned An Essay Concerning Human Understanding and Two Treatises of Government, his magnum opuses.

Pamphleteer Daniel Defoe was 58 when he penned Robinson Crusoe.

Filmmaker Alfred Hitchcock was 59 when he directed Vertigo. 

Actor Sidney Greenstreet was 61 when he began his film career.

Gas station operator Harland Sanders was 65 when he opened his first fried chicken restaurant.

Architect Frank Lloyd Wright was 70 when he designed Fallingwater. 

Artist Grandma Moses was 78 when she first picked up a paint brush.

Even though I've worn out two dozen erasers in my Saturday afternoon drawing classes, I feel a thrill every time the marks resemble the thing in front of me.

Any gardener will tell you, patience and blind faith are the keys to an autumn harvest.

"Here's to the late bloomers, holding on 'til our time arrives," says songwriter and storyteller Korby Lenker.

Learn more about later bloomers from Dan Pink and Malcolm Gladwell.

"Autumn Leaf" by Robert Francis James. Charcoal on paper.