Public Relations Princess

Des Moines, Iowa Ingersoll Neighborhood House for Sale

I'm selling my house at 743 37th St. It's in a great neighborhood, with the best schools in Des Moines, just six blocks from Roosevelt High School. It's on a quiet street with great neighbors. I've worked on it all summer and it's finally ready to go. Here's the website. (My dear friend Paul Gates took the pictures, in case you're wondering who the genius is) If you would like a private tour, just call me at 515-554-6754.

Here's "what's in it for you." If you refer the person who eventually buys my house, I will pay you $500! I'm having a Happy Hour open house to invite all my friends to see the place. Please come and bring a friend. It doesn't matter if you're in the market for a house or not, but eventually you might know someone who is looking.

It's less than a mile from Drake University in one direction, and less than a half mile from Des Moines University in the other.

The party info: (Directions below)

Thursday, Sept 9
5-7:30 p.m.
Beer, wine, soda and appetizers provided
743 37th St
Phone: 515-554-6754
Email: claire.celsi@gmail.com

Bring or tell a friend! Follow me on Twitter for information about door prizes!

Thanks! Remember, everyone is invited. If I left someone out, it was not intentional. Invite them to come along!

Claire Celsi

Directions:

The house is located at 743 37th St in Des Moines, just North of Ingersoll. From the West, take I-235 E to the 42nd St. exit. Take a right off the exit onto 42nd. Go two blocks and take a left on Ingersoll. Take Ingersoll to 37th and go three blocks to 743 37th St. The house is on the right. From the East: Take I-235 West to 31st St. Take a left onto 31st St and a quick right onto Center St. Take Center to 37th and take a left. 743 37th is on the left. From downtown, just take Ingersoll West to 37th and take a right. Google map: 743 37th St, Des Moines

Ragan's PR Daily Contributor - What Do You Have to Say?

Ragan's PR Daily has taken me on as a contributing editor. That means, every day, rain or shine, I get to scour the Web for interesting stories, trends, and funny stories that might amuse my fellow PR Professionals. I love to read all the most popular sites like Mashable, but I'd also like to find sources off the beaten path.

Many of my sources come to me from my Twitter and RSS feeds, but upon further examination of my reading habits, I am vowing to expand my sources to include less-read blogs, and want to include some voices from the Silicon Prairie, otherwise known as the Midwest!

So if you have a blog or a website that covers marketing, social media or public relations topics, please drop me an email at claire.celsi@gmail.com or direct message me on Twitter with a link to your post. I have a constant need for new and fresh ideas and information. Our colleagues around the country would welcome an opportunity to hear new voices contributing to the daily dialogue. As an added bonus, the site sends a ton of web traffic to featured articles.

Here are some tips for posts and Web articles that will pique my interest:

1. Original posts by the author of a blog or website
2. A post that talks about a current event or hot topic in PR
3. A controversial topic
4. Something unique
5. Funny stuff
6. Something that has national appeal -- Too many local references within a post will eliminate mass appeal

Looking forward to receiving your blog posts and articles! Thanks for reading.

The APR is Overrated. There, I Said It.

At an event the other day, a respected colleague of mine handed her business card to another person at our table. "APR," he mused. "What's that?"

Most of us in the PR and Marketing business know that it stands for "Accredited in Public Relations," and it's a respected designation in the field. Many excellent practitioners have the initials behind their name, and in some circles, it truly is the difference between your job and "your dream job."

About five years ago, I took the class my local chapter offered to prepare to take the test to obtain my APR. At the time it was a personal goal, and I'd be lying if I said if obtaining it wasn't still in the back of my mind. It is. But about that same time in my life, things in my professional life turned sideways. Social media moved across the horizon, and for me, it became my North Star. There's not much in the traditional APR exam that deals with my specialty.

This is symptomatic of PRSA's struggle as an organization to wrap its head around how social media affects both the practice and the need for public relations in our society. While I appreciate the effort to modernize, organizations like Ragan's Communications "PR Daily" and HARO are stepping into the void between the vaunted "APR, PRSA Fellow crowd" and the everyday practitioner. The cost to attend the PRSA International Conference is prohibitive and free PRSA webinars are rare. I don't know about you, but after paying my dues, I am tapped out financially. The hefty fee for the APR application itself does not help, especially for people like me who'd be paying it out of my own pocket.

Last year at PRSA Assembly, the possibility of having non-APR officers was shot down. Not surprising, since the majority of those who attend have the designation themselves. But it makes me wonder, how many could pass a truly updated and modern exam?

This morning, I had a lively conversation on Twitter with several Central Iowa PR practitioners and a student from the University of Iowa. All are successful in their own right, one even has the designation himself, but all the experienced practitioners agreed that experience is a more reliable indicator of success in the PR field. As long as the APR designation remains a job requirement for PR executives, it will remain a valid qualification, but as I tweeted this morning, none of my PR plans have started with the words, "Back in 1920, when Edward Bernays taught women how to smoke..."

My point? The history of public relations not as important as its future. What's your opinion? Please leave a comment and share. Thanks for reading.

Tips for New Bloggers

The Internet is littered with good intentions. Energetic new bloggers plow into writing their new blog with gusto. A few months later, they give up, leaving the remnants of a promising blog to languish online, perhaps for years.

There are many reasons bloggers give up after a few months. Some simply lose interest, some run out of things to say, and some simply move on to the next activity that catches their interest.

Here is my best advice for new bloggers:

1. Lower your expectations: It is rare for a blogger to generate much interest after only a few weeks or months of writing. Unless the blogger is already famous (or infamous), or has extraordinary talent, the average blog does not get much traffic or generate comments for a while. I wouldn't even judge the success of your blog for at least a year.
2. Blog regularly to build content: Get into the habit of writing a blog post at three or more times a week. In order to build search engine authority (people searching for terms and finding your blog), it is essential for you to build up a critical mass of content. I've been blogging on this blog for three years now and on a typical day, 50 people read my blog just because they've found an old post through a search.
3. Read and comment on other blogs: To find ideas for your own blog, you most certainly will be reading other blogs. By making comments, you're not only showing fellow bloggers appreciation for what they have written, you're leaving a trail of breadcrumbs right back to your blog. If the comment feature on the blog you're commenting on does not include a URL field, just leave your blog's URL in the comment box itself.
4. Use Twitter and Facebook to share your content. Make a tiny URL with any number of URL shrinking tools and let your fans on both networks know when you've created new content. This technique is the secret weapon of many bloggers, including me, to drive traffic to a blog.
5. Be passionate! The reason many bloggers run out of content is that they are not passionate about their subject matter, or have no focus on what to write about. During the month before your new blog is launched, sit down and think of at least 50 things you could write a blog post about. Add to the list when new ideas pop into your head. Try not to limit yourself to one subject, or keep the subject broad enough that you could easily expand your scope.

My last tip is essential. It's much easier to blog when you have a supportive social media community. Here in Central Iowa, there is a group of people who gather on a regular basis to provide support for people who are new to social media (including blogging) in the community. The group meets at Panera on 6740 University Ave in Clive, Iowa on the first Friday of every month. If you show up around 8, just look for the lively throng of good-looking people! Bring some business cards!

Have you had problems starting or maintaining a blog? Throw your questions my way and I'll try to give you some advice to get you back on track.

The Social Customer

Yesterday, I had the pleasure of speaking to a group of communicators at a large company headquarters here in Des Moines. They were taking time out of their busy schedules, as all good communicators should, to learn new things.

At the beginning of each of my presentations, I almost sheepishly try to explain my social media habits to people. To those who don't spend a lot of time with social media, I may seem like sort of a freak. I do everything online. Nearly all of my daily information needs are met by Twitter. I check Facebook while my coffee is brewing in the morning. I found out Michael Jackson was dead from a post on FriendFeed.

Today, as I was (of course!) perusing my favorite social media sites, I ran across a new term. It was, "The Social Customer." THAT'S ME!!! Finally, someone understands me and how I operate, and has even made a nice powerpoint explaining me to the finest detail. I must say, having never met me, they were remarkably accurate. But here's the rub. It isn't about me, it's about millions of people like me. 

The Social Customer

I found page two of this presentation to be most helpful. It lists the attributes of the social customer. I can really relate to these! Yes! Someone is listening to us!! Here they are:

• Has a lot to say (raising hand...)
• Is hyper-connnected (via phone, email you name it)
• Is creative and collaborative
• Expects to be able to customize products (this one is a little off)
• Critical of claims by brands (Hello, Dell.)
• Influenced by brands and people like her

That do you think? Are you a social customer? Do you want to be segregated and treated differently? Would love to hear your comments.

Linked In Recommendation Etiquette: Recommend First, Then Ask

I've found Linked In to be a remarkably effective tool to promote myself and my business in the job market, keep in touch with professional colleagues, and research potential employers. It's also becoming a must-have tool for recruiters.

I only have one beef about Linked In, and not with the site itself, but the way people are using it to request recommendations. I am fine with giving recommendations, and I do it all the time. But lately, I've noticed I've been getting a lot more requests for recommendations that are not being reciprocated. I find those invites to be a very cold and impersonal way to ask for a recommendation.

If you are looking for a recommendation from someone, they have worked with you before in some capacity. That means you must have a reasonable hope that they'll give you a good recommendation, or otherwise you wouldn't be asking. Here are a few ideas to get the recommendation you are hoping for:

1. Recommend THEM first. This is the ultimate way to network on LinkedIn. Think about it, if you care about that person enough to ASK for a recommendation, then you should care enough about them to GIVE a recommendation first. It builds trust and shows them you are willing to make the recommendation you're asking for worth their time.
2. Send an email or make a phone call to ask for the reciprocal recommendation. Sending a LinkedIn recommendation request without an accompanying message is a bit rude. LinkedIn is just a tool, the real value is in the relationship you have with that person.
3. Be specific. There have been times when I've had to be reminded of projects I've worked on with a person. Also, the person may want me to specifically mention skill sets in their recommendation that I wouldn't have otherwise thought of myself. So, if I would like my friend to mention that I brought connections and credibility to a project, I would specifically tell them that.

Ultimately, LinkedIn is an extremely useful tool for professionals, and recommendations are a great way to build an online resume for potential employers to peruse. Just make sure you're not the person always asking for, but never giving, recommendations.

What's your take on LinkedIn recommendations? Do you find them to be useful?

Dell CAP Days: Listenpalooza

Upon the invitation of Dell, I was asked to participate in the very first Dell Customer Advisory Panel (#DellCap on Twitter). My complaints about Dell's products and service preceded their invitation, and I'll have to admit I was surprised they invited me to participate. I honestly didn't think it would do any good. Oh, and by the way, YES, I did get to meet the one and only Mack Collier in person!

I'm back home from Austin now. What a great city! My husband has a big crush on Sandra Bullock and was very jealous that I was in the same city where she has a home. I can see why she likes it...what a cool place!

The people at Dell couldn't have been any kinder. They truly listened to our concerns, and even had an artist capture our ramblings in a unique way, and shared those drawings publicly. In fact, the Dell folks encouraged us to blog or tweet the entire proceedings.

I originally thought that I would be one of a much larger group of people and that the gathering would be rather cold and impersonal. I was surprised to find myself in an elite group of a dozen people, who, like me, had complained about Dell via social media such as Twitter or a blog. The group ranged from a very successful management consultant and Fast Company blogger to a self-made coupon queen. There were also a couple of social media consultants like me. There were also just regular people, not involved with the social media industry in any way, but had utilized social media in frustration.

The day was structured but there was plenty of time for us to have an open forum to voice our concerns, in fact, the very first session was an opportunity to talk about our main concerns. Very quickly, the conversation centered around two themes: The outsourced customer service function (time lost on the phone and frustration over a scripted call),inferior products and proper use of social media were the three main themes.

The participants made it clear that the current customer service experience at Dell has several major flaws:

1. The time spent by the average customer to RESOLVE an issue is unacceptable
2. Oftentimes, the person who is answering the phone is not well trained
3. For some people, the slight voice delay, coupled with the strong accent of some customer service reps, is a deal-breaker during a frustrating encounter
4. There is no sense of urgency or "escalation" from the reps. There is a vast difference between user tech savvy and ability. When something is seriously wrong, the person calling should be offered some choices.
5. "North American support:" Dell business customers get a much higher level of competent support than home customers do.

The second main topic of conversation was the reliability of Dell's products. Here are the main complaints I heard (and some I have experienced first hand)

1. Shipping delays (sometimes more than a month behind what was promised)
2. Part failure within the first year of ownership (this happened to me times three)
3. Software problems (Vista to Windows 7 upgrade problems)

Social media usage was the third hot topic. Though Dell gets widely credited for its innovative use of social media, that's not what we heard from Dell staff. They admit they dropped the ball and went after shiny objects, while allowing their social media customer service efforts to languish. While they were busy creating fan communities, giving speeches and receiving accolades, many people like me were stuck in what is known in the biz as "Dell Hell."

Dell has recommitted to using social media in customer service settings, more than doubling their social media listening team to be able to respond to customer concerns with actions, rather than just pacifying or ignoring complaints. I do believe they are improving this area and are committed to making things right for those who complain in the social media space. If those customers are anything like me and my fellow DellCappers, they went through the proper channels for service, and only turned to bitching online as a last resort.

I came to Austin with no expectations and kept an open mind. I meet and talked to many passionate and committed "Dellies" who are, no doubt in my mind, absolutely dedicated to making things better for their customers. I still have a few pending issues to resolve with Dell, but have decided to take those offline now. I feel very good about wrapping it up on a positive note.

One of my new Dell friends sadly noted that it might be too late to regain my business, but she wanted to learn from my experience so that future customers would be served better. Thanks, Dell, for a great experience, and I'll be watching online for more satisfied customers in the future!

Dell CAP Days

A few months ago, I told you the sad tale of how I went from a Dell brand advocate to a very dissatisfied customer. A couple of weeks ago, Dell asked me to participate in a Dell Customer Advisory Panel (CAP) at the home office in Austin TX. I am on my way there. I wanted to give my readers a chance to participate in CAP remotely by sending me their suggestions on how Dell can reclaim OUR trust and improve its products and services.

I have three main beefs with Dell. Briefly, they are:

1. Their products are unreliable: Out of five laptops I've purchased in the past two years, two were stolen and the other three had major flaws in hardware within an average of six months after purchase.
2. Dell's decision to outsource its main customer service function to India is not working for me and thousands of other Dell customers.
3. Dell's widely hailed social media effort has some major flaws when it comes to helping people who are having problems.

I have some suggestions on how Dell can improve its products and service. I hope they are truly open to listening to me and my fellow Dell customers. I have my doubts. I talked to two of my Tweeps in the last week who told me that Dell separated its CAP Days group into "complainers" (Tuesday) and "fans" Thursday, complete with a welcome Tweetup Wednesday night. Alas, my Dell plane ticket whisks me home a few hours before the Tweetup. Boo Hoo. I guess the complainers will all miss out on the fun.

I do give Dell credit for at least have the courage to invite me down to talk. I hope it helps to actually meet me face to face, so they can see I am a real person, not just a whiner.

I will probably not live tweet or blog the events on Tuesday, but will try to hop on and update my blog or Tweet periodically. Please leave your suggestions on how to help Dell improve in the comments section of this post. You can bet I will include them and Dell with most certainly be reading them as well.

Stay dry, Iowa.

The PR Princess,  In Transit

How to Choose a Reputable Social Media Consultant: Twelve Essential Questions

Social media is maturing as a marketing discipline and mainstream business owners all over the country are asking for help on how to best implement social media strategies. Some are savvy and have been experimenting in the space for years, most are just waking up to the possibilities and promise.

Social media consultants don't have their own section in the Yellow Pages, on the contrary - even if there was a section - you'll most likely find one using Google or another search engine. How do you choose who is right for you or your company?

First, you have to answer these questions:

1. Do I need individual coaching or coaching for my business or both?
2. Is my company a Business-to-Consumer (B to C) operation? (like a restaurant)
3. Is my company a Business-to-Business (B to B) operation? (like a software wholesaler)
4. What is the budget? (a ballpark estimate is fine)
5. Are there any restrictions to social media success? (a restrictive legal team, an unconvinced CEO or industry precedent) If there is unresolved internal conflict in your company, it could be a deal-breaker, or you might just need some strategic leadership, which a good consultant can provide.

Once you have these basic questions answered, you can begin your search. Once you find a few companies or individuals you'd like to work with, there are some questions that might help you choose someone who is right for your particular situation. Here are the ones I'd start with (and have already been asked of me on numerous occasions).

1. Length of time in the social media space: How long have they been blogging, using Twitter, or helping others create a social media presence?
2. Influence: How many people are following them on these social networks?
3. Reputation: How are they regarded among clients? (ask for references!) Checking their LinkedIn references is another idea.
4. Results: Has anything they've created in the social media space earned results? (ask for case studies or results summaries)
5. Philosophy: What is their philosophy about controversial issues such as "ghost blogging" and astroturfing?
6. Listening Skills: Can the consultant create a customized plan after listening to your specific needs, or do they seem hung up on one aspect of social media based on their own experience level?
7. Company status: Is their business incorporated? Why or why not?
8. Insurance: Does the consultant or company have business liability insurance?
9. Business Partners: Does the company have its own support services (like PR, graphic design and SEO services) or does it partner with other organizations? If "subcontractors" are involved, who are they?
10. Integrity: Does the business have a record of integrity and a spirit of service to the community?
11. Teaching: Are they involved in teaching or spreading knowledge on their blogs or in other settings? Do they participate in seminars for which they are not being paid?
12. Membership in Professional Organizations: Do they belong to their local Social Media Club or another professional organization that can provide them with ongoing educational opportunities?

These are just a few questions to get you started, but don't forget that a gut feeling is worth just as much as a fancy resume or business card. Chemistry is important when working with consultants! They will be entrusted with sensitive information about your business and must have high integrity. Even after your choice is made, don't be afraid to ask questions and challenge their assumptions!

I'd love to hear about your experiences in finding a good social media consultant. Did you run into any obstacles?

Why Iowa? It's the People, Silly.

I'm often asked why I love to live in Iowa. After all, we don't have a mountain view, nor an ocean. We only have medium-sized cities and small towns. Our "claims to fame" are modest and our accomplishments sometimes not immediately recognized by the rest of the world. Once every four years, the media descends on us to document the first steps on the road to the White House, writes some nice stories, takes pictures of some hay bales, and then WHOOSH! are gone as quickly as they came.

So, what is it about this place that makes it so special? Plain and simple, it's the people. Our people are special. And it's an experience to feel it. People in Iowa are optimists, altruists, hard workers, smart and accomplished.

Sometimes our trust is misplaced. Due to our gentle nature, we tend to suffer fools well, but in the end, don't allow them to ruin our state. We "calls 'em as we sees 'em!" Sometimes our sense of trust and the belief that all people are good leads to scandal, but eventually we sniff those bad apples out and throw 'em out. If you are a bad person and try to screw people over, you will be found out and you will be exposed.

I believe Iowa is the best-kept secret in the world. Here are some of my favorite Iowa attributes that are ever-present in the great people of our state.

1. Altruism: Altruism is not just doing the right thing. It's doing the right thing at a personal loss. That is what the people of Iowa are known for. They will stop what they are doing to help, spending their own money to make you right.
2. Honesty: Iowans are honest as the day is long. Honestly.
3. Work Ethic: I've heard some of my students say that anyone from Iowa automatically gets a boost in interviews with companies on the coasts. The Iowa work ethic is legendary. We have this old fashioned notion that we should put in a full day's work and earn our keep. Quaint concept!
4. Welcoming: Iowans embrace newcomers and make them feel welcome. Now, in some small towns you will always be "the newbie" for 25 years...but that's just a quirk of small town living. Don't believe me? Read the story of Elkader, Iowa.
5. Accepting: I did not use the PC word "tolerant" here, because that implies that "we" have to tolerate people who are not like "us." I prefer accepting, because even though the political rhetoric gets heated, Iowans are known for striving towards justice and equality for all people.

There is speculation that Iowa is also the social media capital of the world. It can't be proven, though I'm willing to put our community of social media aficionados up against any other! Speaking of that, have you joined the Social Media Club Des Moines? Do it now!

Iowa is in my heart. I love living here and would never leave. What are your favorite things about living in Iowa? Care to share?