Is Social Media the Future of Customer Care?

Call centers and email have taken a back seat when it comes to customer care. As we move further into the digital age, people don’t want to wait hours for a response to their questions, or sit on hold while they wait for availability at a call centre. Instead, millions of people have begun to take advantage of very different mode


Focusing Inward: Influence begins with Relationship Building

We just completed 58 in-depth interviews with members of the PRSA College of Fellows and Arthur W. Page Society for a book about public relations ethics, and, as you might imagine, the results were rich with lessons and insights from these senior executives. One of the most important lessons emphasized the priority public relation


IPR Hosts 56th Annual Distinguished Lecture and Awards Dinner

On Wednesday, Nov. 29, IPR hosted its 56th Annual Distinguished Lecture with more than 320 people in attendance celebrating the leaders and future leaders of our profession. Award winners included: Don Bartholomew Award for Excellence in PR Research (sponsored by Ketchum) Jung Kyu (Rhys) Lim (Ph.D. Candidate, University of Maryland)


Are Organizational Goals Really Top of Mind for Communication Professionals? Insights from the Global Communication Monitor

Why should communicators spend time and money on measurement? At least two reasons are frequently mentioned in theory and practice alike: doing things right and doing the right thing. First of all, effective management has to rely on up-to-date data. How do audiences use different media? Which social media influencers are releva


How PR Crises Impact Brand Reputation

According to a new study from, how companies immediately respond to PR crises has a lasting impact on their brand reputation. Using United Airlines, Pepsi, and Uber as examples, Clutch surveyed 5


Sexual Harassment: A Workplace Pandemic

This article is the first in a two-part series that explores some of the issues surrounding sexual harassment. The year was 1980. It was my first job in private industry and I was working in a division of a company that would later become part of what is now Verizon. To make a long story short, I was asked to develop a

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