I address this article to businesses, associations, non-profits and
public entity managers seeking a direct connection between
the money they're planning to spend on public relations, and the achievement of their organizational objectives.
We can save a lot of time - you and I - if we can agree on
one point: I believe that deep down - and I mean DEEP down -
most chief executives understand that doing something about the
behaviors of their most significant external audiences can rank in
importance right up there with increased sales and earnings.
Whether they do anything about it or not is another question.
But I believe many sense - as do legislators who know they
cannot govern without the consent of the governed - that
managements cannot "govern" their enterprises without the support
and understanding of their most important audiences. I refer to
audiences such as members, supporters, customers, sponsors,
prospects, regulators, employees, thoughtleaders, public interest
groups and the like.
If I'm right, there are some bright days ahead in this new
century not only for public relations people but world commerce as
Fortunately for all concerned, that success will spring from the fundamental premise of public relations: people act on their own
perception of the facts, and those perceptions lead to behaviors about
which something can be done. When public relations creates, changes
or reinforces that opinion by reaching, persuading and moving-to-
desired-action those people whose behaviors affect the organization,
the public relations effort is a success.
What that should mean to a CEO seems obvious. "I guess that
money I'm spending on public relations really could result in the kind
of change in behaviors of my key stakeholders that leads directly to
the achievement of my organizational objectives."
That conclusion will let us do what we do best - reach those key audience perceptions with the facts as we know them. Hopefully, the messages we use will be clear and persuasive, and will create, change
or reinforce perceptions as needed, then alter behaviors in the employer/client's direction.
When the problem solving sequence is completed, that particular public relations mission is accomplished. However, we must constantly guard against simply emphasizing those communications tactics we fervently HOPE will reach the target audience. Instead, we must go
further and actively track how well those tactics and persuasive
messages are altering the perception of that target audience. And then
monitor to what degree audience behaviors have moved in our direction.
This matters in a very important way. Management really CAN establish the desired behavior change up front in the planning phase,
then insist on getting that result before pronouncing the public relations effort a success. In other words, getting their public relations money's worth!
This is powerful stuff! A chief executive of an association, a
business, a non-profit and even a public entity can work with his or
her public relations counsel and agree in the planning phase what they
must do to achieve a specified adjustment in the behaviors of a really important external audience.
Even better, the way to do this is well-known in the public
select your target audience;
gauge its perception levels;
gauge the behaviors that have resulted;
set your public relations goal;
set your public relations strategy;
prepare the persuasive message;
select and implement the communications tactics that will carry the message to that key audience;
monitor for perception change;
monitor for behavior change and, hopefully, a public relations success.
What will the employer/client want from us as we move ahead
into the 21st Century? I believe s/he will want us to apply our special
skills in a way that helps achieve his or her business objectives.
But when will that employer/client of ours be fully satisfied
with the public relations results we have achieved? Only when our
"reach, persuade and move-to-desired-action" efforts have produced
the visible modification in the behaviors of those target audiences
they wish to influence.
Let me conclude our look at Public Relations: Power Tool For
The 21st Century by highlighting once again the three benefits our employer/client will continue to receive when the behavioral changes become apparent and meet the program's original behavior modification goal.
1. Their public relations program will be a success.
2. By achieving the behavioral goal they set at the beginning of the program, they will be using a dependable and accurate public relations performance measurement.
3. When our "reach, persuade and move-to-desired-action" efforts produce that visible modification in the behaviors of those people they wish to influence, they will be using public relations' core value to its very best advantage ensuring that they really DO receive their "money's worth."
Please feel free to publish this article and resource box in your
ezine, newsletter, offline publication or website. A copy would
be appreciated at bobkelly@TNI.net.
Robert A. Kelly ? 2004.
Bob Kelly counsels, writes and speaks to business, non-profit and
association managers about using the fundamental premise of public
relations to achieve their operating objectives. He has been DPR,
Pepsi-Cola Co.; AGM-PR, Texaco Inc.; VP-PR, Olin Corp.; VP-PR,
Newport News Shipbuilding & Drydock Co.; director of communi-
cations, U.S. Department of the Interior, and deputy assistant press
secretary, The White House. He holds a bachelor of science degree
from Columbia University, major in public relations.