Resolved: Whether in internal communication, PR measurement or strategic communications, we will be fearless, ruled by the right thing to do rather than the facile, easy or merely expedient. Therefore:
- As experts in communication (not merely PR or marketing), we will have facts and data at our disposal to support our strategies and tactics. We will do research, ongoing measurement and evaluation to ensure that our activities are having the desired impact on business results. Because we care most about that, we won’t allow ourselves to be wedded to our tools — social, electronic, print, whatever. Instead, we will do as every other department in our organization must do: be judged by our impact and value. We will measure at the output, communication outcome and business results levels (output, outtake, outcome), and if we don’t know how to do so, we’ll educate ourselves.
- We will not cede the public relations field to marketing, embracing the credo that while all marketing is communication, not all communication is marketing! Neither shall we use marketing metrics for non-marketing activities out of inertia, expediency or lack of interest. Nor will we by word, deed or omission allow social media to be subsumed solely into the “marketing mix,” advocating instead for a truly strategic approach to the use of social tools as well as all the other tools in our cabinet.
- We will insist on transparency from our vendors, never settling for “black box” methods. We recognize the unique value our vendors may bring to the table, but we will need to understand how their many miracles in return on investment, value of Facebook likes, financial values in nonfinancial situations, etc., actually work in practice. We will compare notes and seek metrics beyond anecdotes. And that goes especially for all the folderol about influence.
- We will develop SMART objectives — specific, measurable, achievable, relevant and time-bound — because performance against objectives is the most basic and appreciated mode of measurement for any communicator. It is these objectives — and the process of setting them — that lead us to our strategies and tactics. They give us purpose, drive, ambition and business life, a reason for being.
- We will embrace the simple fact that we are business people — regardless of industry, specialty or education, we are business people first, using communication skills, tactics and strategies in support of business objectives. We therefore will be more than merely conversant in the language of business; we will employ it when we talk of what we do, who we are and the roles we play in our organizations.
These are weighty responsibilities, my friends. Are you up to the challenge?
Sean Williams is an adjunct professor of public relations at Kent State University, a member of the IPR Measurement Commission and chair of the PRSA Employee Communications Section. You can follow him on twitter at @commammo.