Yesterday, Jeff Jarvis used Twitter to declare the death of the press release. To quote Mr. Jarvis: “How can I tell flacks that I don’t open ANY of their press releases. The press release is dead, folks.”
In subsequent posts, Jarvis says “I love PR people asking what replaces the press release as if it is a needed element in the universe” and “PR is meaningless. Customer service is the real PR.”
All of this goes to show, once again, how deeply engaged Jarvis is in the workings of his own mind, and how out of tune he is with the way the world actually works. I don’t disagree with Jarvis that customer service is PR. But there’s a whole lot more to the story.
In the interest of full disclosure, I must say that I’ve worked on both sides of Jarvis’s argument. I’m a former journalist and I now work in public relations, as a consultant and designer.
First of all, public relations is not meaningless. In fact, PR can and should be customer service on a grand scale. The challenge is to do it respectfully and effectively. In my consulting work, the challenge is always to help clients find their unique story–the one worth telling the world about. Despite what Jeff thinks, good customer service is not enough. Consider:
In college, I worked for a new restaurant, owned by a very nice, smart couple. Their plan was to offer a dining experience that would rival the chain eateries on the same strip. The food was remarkable. The service was excellent…these two had 40 years of restaurant experience between them, and challenged the wait staff to exceed expectations. If anyone had an issue with their meal, they’d get a personal visit from the owner, Tom, at their table. And Tom made sure everyone left happy. The food, the service, the atmosphere were all impeccable. And yet the restaurant was out of business in six months.
There was never really enough money to pour into a media blitz. A fairly small radio ad campaign kicked off the grand opening, but we couldn’t compete against TGI Friday’s, Olive Garden, Ruby Tuesday’s, or Red Lobsters for television spots. We had satisfied customers who returned week after week. But bringing in new customers proved too difficult and too expensive.
Had I known then what I know now (and had the owners known as well), we could have gotten a boost by contacting news departments as well as advertising departments. We could have asked to be reviewed in the local restaurant guide. And even the story of this experienced couple striking out on their own to start a business would have made good fodder for the business page. Would it have saved the restaurant? I don’t know. But it certainly wouldn’t have hurt.
All organizations need to learn how to effectively and efficiently reach out. And while Jarvis may be annoyed by the press releases he just throws out, many journalists can be grateful for well-written releases — those that are pitches for coverage of an event, a product or more — because a journalist shouldn’t have to dig to find every nugget you read in the paper.
An innovative software release? Shoot me an e-mail. New product launch? Absolutely! New hire? Definitely.
Sound lazy? It can be. But real journalists don’t do what Jarvis accuses them of — which is simply retyping the release (seriously, Jeff, that’s what copy and paste is for!). Real journalists use press releases as jumping-off points, and determine whether there’s a story to be written. Maybe there really is news in the press release. Maybe the release just leads a journalist to a bigger, better story.
Journalists should not have to dig to find positive news. And let’s face it: Bad news rarely comes in press releases. If you force journalists to dig for good news, you will never read any of it. Not ever. We aren’t wired that way. Journalists are programmed to dig for whatever it is you’re hiding. By sending us what they want us to know, companies give us more time to dig around into what they might not want reported.
And what of community announcements? Must a community journalist scour every church, hospital and funeral home to uncover the marriage announcements, birth announcements, obituaries? Should they send Freedom of Information requests to all colleges and universities to determine who graduated? All of these things are handled by press releases. And, I believe, these things are important to communities.
Jeff can declare press releases dead, but he’s got it the wrong way. To the PR world, Jeff Jarvis is worthless. He isn’t going to read your releases because he isn’t reporting on anything but his own thoughts. His goal is not to inform but to opine. And for him, it’s a lot easier to declare PR’s death, post about it on Twitter and grandstand about it than it is to just hit “delete.”
For more on this, see Bing’s blog, which includes a response from Jarvis.