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3
The Growth of a Profession 43
The Advancement of Women 43
A Brief History of Public Relations 44
Ancient Beginnings 44 • Public Relations in Colonial America 44 • The Age of the Press Agent 45
• Public Relations Grows as America Grows 46 • The Rise of Politics and Activism 47 • Modern Public Relations Comes of Age 48
PR Casebook Lee Advises Rockefellers and Coal Industry 50
Public Relations Expands in Postwar America 52 • Evolving Practice and Philosophy 52
Trends in Today’s Practice of Public Relations 55
Feminization of the Field 55 • The Importance of Diversity 57
Social Media in Action Diversity Shows Up in Social Media Use 58
Other Major Trends in Public Relations 59
A Growing Professional Practice 61
The Public Relations Society of America 61 • The International Association of Business Communicators 61
• The International Public Relations Association 61
Professionalism, Licensing, and Accreditation 62
Professionalism 62 • Licensing 62 • Accreditation 63
Summary 64
Questions for Review and Discussion 65
Tactics | Women Make Great Strides in PR by Rebecca Knight, The Financial Times 66
4
Today’s Practice: Departments and Firms 69
Texting Program Reaches Out to Mothers 69
Public Relations Departments 70
Organizational Factors Determine the Role of Public Relations 70 • How Public Relations Departments Are Organized 72 • Line and Staff Functions 72 • Levels of Influence 73 • Sources of Friction 75
The Trend Toward Outsourcing 77
Public Relations Firms 78
Social Media in Action Firms Tweet to Self-Promote 80
Global Reach 81 • The Rise of Communication
Conglomerates 81 • Structure of a Counseling Firm 83
• Pros and Cons of Using a Public Relations Firm 83
PR Casebook Ogilvy and LG Team Up to Raise Technology Awareness Through a Texting
Championship 84
Fees and Charges 85
Summary 87
Questions for Review and Discussion 87



5
Research and Campaign Planning 89
Tapping Into Research Helps Ensure Success 89
The Four Essential Steps of Effective Public Relations 90
Research: The First Step 90
Achieving Credibility with Management 91 • Defining Audiences and Segmenting Publics 92 • Formulating Strategy 92 • Testing Messages 92
Social Media in Action Measuring Social Media 93
Preventing Crises 94 • Monitoring the Competition 94 • Generating Publicity 94 • Measuring Success 94
Research Methods 94
Research Techniques 94 • Scientific Sampling Methods 99
• Reaching Respondents 100
Planning: The Second Step 103
Approaches to Planning 103 • The Eight Elements of a Program Plan 103
PR Casebook Zumba and Komen Party in Pink to Support Breast Cancer Research 108
Summary 111
Questions for Review and Discussion 111
Tactics | Master Class Are Traditional Ways of Doing Research Still Valuable in the Age of Social Media? PRWeek 112

6
Communication and Measurement 115
An Interesting Campaign for a “Most Interesting” Beer 115
Communication: The Third Step 116
The Goals of Communication 116 • Making Sure the Audience Receives the Message 118 • Making Sure the Audience Pay Attention to the Message 119 • Making Sure the Message Is Understood 120 • Making the Message Credible 121 • Making the Message Memorable 122 • Making Sure the Audience Acts on the Message 124
Social Media in Action Facebook Friends = Brain Power? 126
Measurement: The Fourth Step 127
Objectives: A Prerequisite for Measurement 127 • Measurement and Evaluation Status 128
Measurement of Message Exposure 128
Media Impressions 130 • Internet Hits 130 • Advertising Equivalency 130 • Systematic Tracking 131 • Information Requests 132 • Cost per Person 132 • Audience Attendance 132
Measurement of Audience Awareness, Attitudes, and Action 132
Audience Awareness 132 • Audience Attitude 133
• Audience Action 133
PR Casebook “Don’t Be That Guy” Campaign Fights Binge Drinking 134
Summary 135
Questions for Review and Discussion 135
7 Public Opinion and Persuasion 137
Going Green: Everybody’s Doing It 137
What Is Public Opinion? 138
Public Opinion Is a Moving Target 138 • Public Opinion Is Powerful 140
Opinion Leaders as Catalysts 140
The Role of Mass Media 143
Agenda Setting 144 • Framing 144
The Role of Conflict 146
PR Casebook Handguns in America 147
Persuasion in Public Opinion 148
The Uses of Persuasion 149 • Persuasion and Negotiation 149
Social Media in Action Persuading Citizens to Join the U.S. Army 150
Factors in Persuasive Communication 151
Audience Analysis 151 • Appeals to Self-Interest 153
• Audience Participation 154 • Suggestions for Action 154
• Source Credibility 154 • Clarity of Message 155
• Channels 155 • Timing and Context 155 • Reinforcement 156
The Limits of Persuasion 157
Lack of Message Penetration 157 • Competing or Conflicting Messages 157 • Self-Selection 158 • Self-Perception 158
Summary 159
Questions for Review and Discussion 159
Tactics | Three lessons all tech companies should learn from Apple’s latest audit by Chris O’Brien, Mercury News 160
8
Managing Competition and Conflict 163
Good Intentions Go Further with Smart PR 163
A New Way of Thinking: Conflict and Competition 164
The Role of Public Relations in Managing Conflict 166 It Depends: Factors That Affect Conflict Management 169
The Threat Appraisal Model 169 • Contingency Theory 169
PR Casebook Free Silva 170
The Conflict Management Life Cycle 171
Proactive Phase 171 • Strategic Phase 172 • Reactive Phase 172 • Recovery Phase 172
Managing the Life Cycle of a Conflict 173
Issues Management 173 • Strategic Positioning and Risk Communication 173 • Crisis Communication 174 • Reputation Management 176
Social Media in Action
Social Media and the BP Oil Spill Crisis 177
Déjà Vu—All Over Again 178
Summary 179
Questions for Review and Discussion 179



9
Ethics and the Law 181
Helping a Tyrant Burnish his Image 181
What Is Ethics? 182
Professional Guidelines 184
Codes of Conduct 184 • Ethics in Individual Practice 185
Dealing with the News Media 186
Public Relations and the Law 188
Defamation 188
PR Casebook Facebook Campaign Raises an Ethical Ruckus 189
Avoiding Libel Suits 190
Employee Communications 190
Product Publicity and Advertising 190 • Employee Free Speech 191
Social Media in Action Challenges Arise in Social Media
Regulation 192
Copyright Law 193
Fair Use Versus Infringement 193
The Rights of Photographers and Artists 194 • The Rights of Freelance Writers 195
Trademark Law 195
The Protection of Trademarks 195 • Trademark Infringement 195
• Misappropriation of Personality 196
Regulations by Government Agencies 197
The Federal Trade Commission 197 • The Securities and Exchange Commission 198 • Other Regulatory Agencies 198
Liability for Sponsored Events 199
Working with Lawyers 200
Summary 201
Questions for Review and Discussion 201
Tactics | The PR Hacks Behind Facebook’s Google Smear by Dan Lyons, www.thedailybeast .com 202

10
Reaching Diverse Audiences 205
Engaging Ethnic Audiences 205
The Nature of the Public Relations Audience 206
Dynamic and Segmented Audiences 206 • Strategic Public Relations Targets Key Audiences 209
Age Group Audiences 209
Youth 209 • Baby Boomers 210 • Seniors 211
PR Casebook Reaching Emerging Youth and Male Audiences 212
Gender/Lifestyle Audiences 213
Women 213 • The LGBT (Lesbian, Gay, Bisexual, and Transgender) Community 213 • Religious Groups 214
Social Media in Action A Comfortable Discussion or Too
Much Information? 215
Ethnically Diverse Audiences 216
Diversity Media 217 • Hispanics 217 • African Americans 219
Global Audiences 220
Matching the Audience with the Media 220
Print 220 • Radio and Video 221 • Television 221
• Online and Social Media 221
Summary 223
Questions for Review and Discussion 223
11 THE MASS MEDIA 225
A Varied Campaign Helps Slurpee Unite
America 225
News Releases 226
Is It Time for a News Release? 226 • The Content of a News Release 228 • Publicity Photos 229
Media Advisories, Fact Sheets, Media Kits, and Pitch
Letters 230
PR Casebook Saving the Arctic with Iconic Brand Mascots 231
Interviews with Journalists and News Conferences 232
Interviews 232 • News Conferences 232 • Planning and Conducting a News Conference 233
The Media Party and the Media Tour 234
The Reach of Radio and Television 235
Radio 235 • Television 237
Social Media in Action YouTube Video Challenges
Stereotype: Community Crafts Its Own PSA 239
Personal Appearances 240 • Product Placements 241
Summary 243
Questions for Review and Discussion 243
12
The Internet and Social Media 245
Tweeting the Revolution 245
The Internet 246
Leveraging the Power of the Internet 247 Interactivity 248 • Cost-Effectiveness 249
Webcasts, Podcasts, and Wikis 249
Social Media 251
Blogs 252 • Facebook 254
PR Casebook American Airlines Soars and Penn State Crashes 256
Twitter 257 • YouTube 258




The Rising Tide of Mobile-Enabled Content 260
Texting 260 • Apps Everywhere 260
Social Media in Action On Campus and in the Kitchen 261
QR Codes: Just a Scan Away 262
Summary 263
Questions for Review and Discussion 263
Tactics | Of Lowe’s, All-American Muslim, and Facebook
Home Page Improvement by Catherine P. Taylor, Social Media
Insider (news@mediapost.com) 264
13 Events and Promotions 267
Mr. Bubble Turns 50 with a Splash 267
A World Filled with Meetings and Events 268
Group Meetings 269
Meeting Location 270 • Meeting Invitations 270 • Getting the Meeting Started 270 • Speakers 270 • Meals 271
Banquets 272
PR Casebook Cars and Comedy Benefit Boys and Girls Clubs 273
Receptions and Cocktail Parties 274
Open Houses and Plant Tours 275
Conventions 276
Convention Planning 277 • Convention Programs 278
Trade Shows 279
Exhibit Booths 280
Social Media in Action Are You A Mayor? 281
Press Rooms and Media Relations 282
Promotional Events 282
Corporate Sponsorships: Another Kind of Event 283 • Celebrity Appearances 283 • Promotional Event Logistics 284
Summary 285
Questions for Review and Discussion 285
14
Global Public Relations 287
Bono: “PR Man” for the World’s Poor 287
What Is Global Public Relations? 288
Public Relations Development in Other Nations 289
International Corporate Public Relations 291
Language and Cultural Differences 293
Social Media in Action Making the Most of Social Networks Around the World 294
Foreign Corporations in the United States 295
Representing U.S. Corporations in Other Nations 296
15
PR Casebook Happiness Ambassadors Lead
Convergent Media Campaign for Coke 297
Public Diplomacy 298
U.S. Public Diplomacy Efforts 298 • Foreign Public Diplomacy Efforts 299
The Rise of NGOs 301
Opportunities in International Work 302
Summary 303
Questions for Review and Discussion 303
Tactics | PR Firms Turn London into the Capital of Reputation Laundering by Robert Booth, The Guardian Weekly (UK) 304
Corporate Public Relations 307
Netflix Announcements Draw Consumer Ire 307
Managing Corporate Reputations 308
Media Relations 310
Customer Relations 312
Consumer Activism 313 • Consumer Boycotts 314
Social Media in Action LinkedIn as a Public Relations Tactic? 315
Employee Relations 316
Investor Relations 318
Marketing Communications 318
Product Publicity 319 • Cause-Related Marketing 320
PR Casebook Macy’s Strives to Activate Millennials 321
Corporate Sponsorship 321 • Viral Marketing 323
Environmental Relations 324
Corporate Philanthropy 325
Summary 327
Questions for Review and Discussion 327
16 Entertainment, Sports, and Tourism 329
Internal and External Expectations Shape Tourism PR in Egypt 329
Public Relations in Entertainment, Sports, and Tourism 330
Promoting a Personality 331
Social Media in Action Celebrities Thrive and Crash in 140 Characters 334
Promoting an Entertainment Event 335
The “Drip-Drip-Drip” Technique 335 • Movies and Television 335



17
Sports Publicity 337
PR Casebook Racing Sausages Win Fans’ Hearts 340
Travel Promotion 341
Appeals to Target Audiences 342 • Tourism in Times of Crisis 343
Summary 345
Questions for Review and Discussion 345
Tactics | Mexico Leans on PR to Lure Back Tourists by Alexandra Bruell, Advertising Age 346
Government and Politics 349
NuVal and Nutrition Keys vs. the Food and Drug Administration 349
Government Public Relations 350
Public Information and Public Affairs 351
The Federal Government 352
The White House 352 • Congress 353 • Federal Agencies 353
State Governments 356
Local Governments 357
Government Relations by Corporations 358
PR Casebook A Short History of Government Efforts to Promote Nutrition 359
Lobbying 360
Pitfalls of Lobbying 362 • Grassroots Lobbying 362
Election Campaigns 363
Social Media in Action Seeing the Light: Social Media in Politics 365
Summary 367
Questions for Review and Discussion 367

18
Nonprofit, Health, and Education 369
Faith-Based Advocacy Comes of Age 369
The Role of Public Relations in Nonprofit, Health, and Education Organizations 370
Competition, Conflict, and Cooperation 371
Fund-raising 372
Motivations for Giving 373 • Fund-Raising Methods 374
Social Media in Action Continuous Interaction Among Donors Through Social Media 376
Membership Organizations 377
Professional Associations 377 • Trade Associations 377
Labor Unions 378 • Chambers of Commerce 378
Advocacy Groups 379
PR Casebook Digital Grassroots Public Relations
Campaigns 380
Activist Groups 381 • Social Issue Organizations 381
Social Service Organizations 381
Philanthropic Foundations 381 • Cultural Organizations 381 • Religious Organizations 383
Health Organizations 383
Hospitals 383 • Health Agencies 383 • Health Campaigns: Strategies and Tactics 384
Educational Organizations 385
Colleges and Universities 385 • Elementary and Secondary Schools 386 • School Districts 386
Summary 387
Questions for Review and Discussion 387
Tactics | Mattel Says Yes to Greenpeace, No to Rainforest Destruction by Raz Godelnik, www.triplepundit.com 388
Credits 390 Index 391