Big or small, a crisis is any disruption that can impact your company’s operations, reputation and/or stakeholders. We all like to think we respond well under pressure, but oftentimes thinking clearly is farthest from our minds. Having a crisis plan or strategy in place can save you time, money and a lot of frustration in the long run. I worked through several crises during my time as the Public Information Officer at Charleston County Government including hurricanes, major flooding, an ice storm, civil unrest after a jail death and other HR issues. Here are a few key strategies to consider during a crisis: 

1) Act quickly

Time is not your friend during a crisis. Gather information about what has occurred as quickly as possible. 

2) Don’t ignore the media

“No comment” = “I’m guilty.” Don’t let others tell your story. Carefully crafted messaging can help shape the narrative even if you aren’t able to share everything. If necessary, recognize any wrongdoing, express empathy for those involved, focus on strategies moving forward, and restate what your mission/focus is as a company. 

3) Know your stakeholders and how to reach them

One of the biggest takeaways as a PIO is knowing who your stakeholders are. Remember, oftentimes they are also your employees. When a hurricane threatens the coast, it wasn’t just residents who we needed to communicate with. It is also the hundreds of employees who need to make plans for their families and pets before preparing to report to work emergency operations during a storm. Charleston County is huge and there are rural areas where not everyone uses social media or the internet to get their information. Knowing who your audience is, is just as important as knowing how to reach them.

4) Evaluation

Continue to monitor the situation. Track any media reporting and understand the public sentiment involving the crisis. Adjust messaging if necessary. 

A crisis doesn’t have to be the end of your brand or company. Learn more about the crisis services NP Strategy offers at https://www.npstrategy.com/services/crisis-management/. 

Launching a new project, opening a new business, or implementing a new initiative has a greater chance of success when you can build public support. Navigating your community’s unique culture, values and socio-economic dynamics is crucial to fostering this support. However, engaging a community involves much more than just making a social media post. Here are a few strategies to consider for meaningful and impactful engagement:

Understand the Community

The first step in community engagement is understanding the community you aim to engage with. Each community is unique, with its own set of values, concerns and priorities. Take the time to research and listen to the community members. What are their needs? What issues are important to them? Understanding these factors will help tailor your approach and build genuine connections.

Communication

Effective communication is the cornerstone of community engagement. Establishing open channels of communication allows for meaningful dialogue between stakeholders. Utilize various platforms such as town hall meetings, social media, community forums, or newsletters to reach a wider audience. This ensures that your message is heard and that you can gather valuable feedback.

Build Relationships

Building trust and rapport with community members is essential for long-term engagement. Take the time to build relationships based on mutual respect and understanding. Engage with influencers and top organizations at local events to grow your network and establish a strong community presence.

Customize Engagement

Recognize that one size does not fit all. Tailor your strategies to meet the unique needs and preferences of your community. Consider factors such as demographics, cultural sensitivities and accessibility when designing engagement activities. Utilize diverse formats such as workshops, surveys, storytelling sessions or interactive digital platforms to engage a broader spectrum of community members.

Embrace Feedback

Community engagement is an ongoing process that requires flexibility and adaptability. Embrace feedback as an opportunity for growth and improvement. Actively listen to concerns, suggestions, and critiques from the community and be willing to adjust course when necessary. This will demonstrate your commitment to meeting the community’s needs and fosters a collaborative environment.

Navigating community engagement requires a thoughtful and inclusive approach that prioritizes understanding, communication, collaboration and relationship-building. By investing time and effort into building genuine connections with the community, you can foster trust, garner support and create positive change together.

Learn more about how NP Strategy can support your community engagement today: https://www.npstrategy.com/services/community-assessment/

Stories resonate on a personal level, fostering empathy and understanding. Whether you’re a brand, influencer, or individual, storytelling can transform your social media strategy. By weaving personal narratives into your content, you humanize your brand, showcase values and establish a unique digital identity.

Consider these key strategies:

1. Understand Your Audience
Knowing your audience is essential. Research their demographics, interests, challenges, and aspirations. Tailor your stories to resonate with their experiences and emotions.

2. Embrace Authenticity
Authenticity builds trust and rapport. Share genuine, relatable stories reflecting your values and personality. Embrace vulnerability—authenticity connects more than perfection.

3. Evoke Emotions
Emotions drive engagement. Craft stories evoking joy, nostalgia, inspiration, or empathy. Emotional resonance makes stories memorable and shareable.

4. Spark a Dialogue
Encourage interaction with thought-provoking questions or calls to action. Invite your audience to share their experiences, turning your story into a conversation starter.

5. Be Consistent
Consistency builds a loyal following. Develop a storytelling style and voice aligned with your brand. Regularly share stories reinforcing your message and values, keeping your audience engaged.

Many brands and individuals have successfully used storytelling on social media to foster deeper connections, drive user engagement, and enhance brand loyalty. For example, Coca-Cola’s “Share a Coke” campaign produced 25 million new Facebook followers and over 500K user-generated content and GoPro’s user-generated content strategy resulted in 130K website visits and 42K customer posts.

Learn more about NP Strategy’s digital and social media services and contact us to discuss your organization’s social media storytelling strategy: www.npstrategy.com/services/digital-and-social-media.

Corporate Social Responsibility, widely known as CSR, is important to implement as it shows that an organization recognizes and acts upon its ethical obligation to positively contribute to society and its stakeholders. When implemented successfully, CSR has tremendous benefits for a public relations strategy, as it helps organizations steer with a moral compass to navigate relationships with key internal and external audiences, such as employees, consumers, investors, community members and media. This fosters an environment of trust and support by mirroring what the organization and its stakeholders find value in.

The reality is that including CSR in your PR strategy is more important now than ever. One evident reason is that the rise in technology and social media have afforded people a closer look at what their favorite brands are doing. Another reason is related to the behavioral trends of the Gen Z and Millennial demographics, which are two groups that have a significant place in both the consumer and workforce spaces. A study by Deloitte found that companies are more likely to retain their Gen Z and Millenial employees for more than five years by taking action on the specific needs in their communities in an impactful way. (Deloitte, 2022) Internal and external stakeholders want to see that these brands they support are not just talking the talk, but that they are walking the walk with their social and environmental actions.  With this in mind, there is a growing importance for companies to ramp up their tactical approaches to ensure there is consistency across the board that reflects the organization’s goals and its audience’s expectations. Here are three ways that a healthy CSR culture can benefit an organization’s public relations strategy.

1. Sense of Belonging Amongst Internal Stakeholders: CSR initiatives can create a sense of identity, belonging and camaraderie among employees by bringing them together to work towards a common goal that goes beyond business objectives. Whether it is participating in team-based service activities or creating fundraising efforts for specific causes, including employees in CSR opportunities can strengthen interpersonal relationships and build a positive organizational culture based on shared values. This sense of belonging fosters trust among leaders and team members, leading to a more supportive work environment where employees champion their employers’ societal contributions as brand advocates.

2. Increased Positive Media Coverage: Including CSR initiatives in your media strategy is a great way to convey emotional appeal to external audiences as journalists are often interested in stories that have a positive impact on society and the environment. Organizations can do this by leveraging CSR-related press releases, events, partnerships, and social media campaigns. This authentic storytelling can help organizations gain visibility, reach new audiences, and build trusting relationships with members of the media.

3. Differentiation = Competitive Advantage: CSR initiatives can serve as a source of differentiation and competitive advantage in crowded markets. Baking CSR into a public relations strategy will help organizations differentiate themselves from competitors by sharing their own unique values to appeal to specific audiences. This unique positioning can help attract new customers, retain existing ones, and strengthen overall brand identity by offering something beyond just the product or service itself. By demonstrating this true commitment to building CSR opportunities off of existing organizational values and social responsibilities, brands will build stronger relationships with stakeholders to achieve long-term success.

In summary, integrating CSR into public relations can deliver great benefits to an organization, such as creating successful team building, positive media coverage and a unique competitive advantage. With our specialization in implementing the best practices to serve organizations with strategic communications work, NP Strategy can be a strategic partner in integrating CSR into an organization’s overall communications strategy, enhancing its reputation, and creating positive social impact. 

CHARLESTON, S.C. [April 2, 2024] – NP Strategy, a strategic communications firm providing crisis, media and public relations assistance, expands its Lowcountry presence with the hiring of Kelsey Barlow who will work out of the Charleston, South Carolina office as a Senior Advisor. With nearly 20 years of experience in local government and media, Barlow brings a wealth of valuable knowledge that will benefit NP Strategy clients from coast to coast in the U.S.

“Kelsey has successfully navigated newsrooms during a crisis and advanced in local government during challenging years. She will add immense value to our clients especially those with crisis communications and community/media relations engagement needs,” said CEO Heather Hoopes Matthews. “We are blessed to have her join our growing NP Strategy team. ”

In March 2024, Kelsey left her role as the Public Information Officer for Charleston County Government where she spearheaded the county’s messaging and community outreach efforts during crises including the COVID-19 pandemic and multiple hurricane emergencies. Kelsey also played a key role in introducing new technology to residents to improve communication channels in Charleston County.

Prior to her time in local government, Barlow spent nearly a decade as a journalist, including time as an executive producer at WCSC TV in Charleston. She led a team of journalists through significant events including the Mother Emanuel Church shooting, which garnered national and international media attention.

“It is an honor to join NP Strategy and work with this incredibly talented group of professionals,” said Kelsey Barlow. “I am excited to utilize my journalism background, media connections, and experience in local government to provide strategic communication advice for our clients and continue to grow NP Strategy’s reach in the Charleston area.”

Barlow is an active community member and graduate of the Charleston Metro Chamber of Commerce’s Leadership Charleston Program. She also has served on the Adopt-a-Highway Board since 2018 and volunteers to beautify the Charleston community. Originally from New Orleans, Barlow studied broadcast journalism at the University of Georgia.

Reach Kelsey Barlow at kelsey@npstrategy.com.

At NP Strategy, we recognize the value of effectively managed social media in support of public relations and strategic brand communications. And through our extensive experience in managing social media for clients, we’ve seen firsthand the impact of a well-conducted social media audit and competitor analysis.

What is a Social Media Audit and Competitor Analysis?

A social media audit and competitor analysis is a comprehensive review of your organization’s social media program compared to a short list of other organizations competing for attention in your same market or industry.

Why Conduct a Social Media Audit and Competitor Analysis?

Conducting a social media audit and competitor analysis will tell you how your social media program stacks up against others that you view as key competitors. This will uncover new opportunities and potential threats, and provide actionable recommendations to improve your overall social media strategy going forward.

1. Identify Strengths and Weaknesses: A social media audit provides a clear picture of what’s working and what’s not across your social media channels. This insight allows you to capitalize on your strengths and address your weaknesses.

2. Enhance Engagement: By understanding the types of content that resonate with your audience, you can tailor your social media strategy to increase engagement and foster stronger connections among new and existing customers.

3. Stay Ahead of the Competition: A competitor analysis gives you a bird’s-eye view of what your competitors are doing. This knowledge helps you to innovate and stay ahead in your industry.

4. Optimize ROI: Do less of what’s not working and do more of what is. By reallocating resources from underperforming areas to strategies that get better engagement and conversions, you can optimize your overall return on investment of using social media.

Key Steps for Conducting a Social Media Audit

There are countless ways to approach doing a social media audit and competitor analysis. Here are the steps we use for clients at NP Strategy.

1. Inventory Your Accounts: Begin by listing all your social media accounts, including those that are less active. Verify that each account is complete and aligns with your brand’s messaging and aesthetics.

2. Analyze Performance Metrics: For each account, assess key performance indicators (KPIs) such as engagement rates, follower growth, and content performance. Tools like Google Analytics and native social media analytics can be invaluable here.

3. Evaluate Content Quality: Review the content you’ve posted to identify what types of posts generate the most engagement. Look for patterns in format, topic, and posting time.

4. Understand Your Audience: Use analytics to gain insights into your audience’s demographics, preferences, and behavior. Tailor your content strategy to better match their interests.

5. Set Goals: Based on your findings, set realistic and measurable goals for improvement. These goals should be specific, time-bound, and aligned with your overall business objectives. Determine which goals will have the greatest impact vs. the overall effort to implement each (see graphic below).

Conducting a Competitor Analysis

1. Identify Your Competitors: Make a list of your direct and indirect competitors on social media. Don’t overlook smaller players who might be doing innovative work.

2. Analyze Their Strategy: Look at the content they post, their engagement rates, and how they interact with their audience. Note what works well for them and what doesn’t.

3. Spot Opportunities: Identify gaps in your competitors’ strategies where you can excel. This could be a particular content type they’re neglecting or a demographic they’re not engaging with effectively.

4. Benchmark Against Competitors: Use your findings to benchmark your social media performance against your competitors. This will help you understand where you stand in the industry landscape.

5. Incorporate Insights into Your Strategy: Leverage the insights gained from the audit and competitor analysis to refine your social media strategy. This might involve experimenting with new content formats, adjusting your posting schedule, or targeting new audience segments.

By understanding your current standing and the competitive landscape, you can make informed, data-driven decisions that propel your brand forward. Whether you’re looking to enhance engagement, increase your reach, or simply stay ahead of the curve, an audit and competitor analysis can be a vital tool in your social media toolkit.

Learn more about our firm’s digital and social media services and contact us to discuss doing a social media audit and competitor analysis for your organization: www.npstrategy.com/services/digital-and-social-media.

COLUMBIA, S.C. [March 14, 2024] –  NP Strategy, a strategic communications firm providing crisis, media and public relations assistance, continues to expand its social media team with the hiring of Maryanne Grinnell who will work out of the Columbia, South Carolina office as a Specialist. Grinnell’s expertise will help support the ever-growing social media team and better meet the needs of its clients.

“We’re thrilled to add another talented member to our rapidly growing team with an exceptional background in social media,” said CEO Heather Hoopes Matthews. “Maryanne’s skillset aligns perfectly with our commitment to providing top-notch digital solutions to our clients and we believe she will be an invaluable addition to our team.”

Grinnell joins NP Strategy with extensive experience crafting compelling online communications strategies to enhance client engagement. Prior to joining NP Strategy, Grinnell supported the Retail Services and the Industrial Brokerage Teams at Collier | South Carolina through property marketing and business development initiatives. At Colliers, she executed highly successful social media strategies across four offices bolstering brand awareness. She also spearheaded rebranding efforts for a local consulting firm and established its first-ever presence on social media.

“The integration of social media into PR efforts is essential for building trust and fostering meaningful engagement between organizations and their audiences,” said Maryanne Grinnell. “I am thrilled and honored to work alongside the talented professionals at NP Strategy and contribute together to the continued success and growth of our clients.” 

A South Carolina native, Grinnell studied Marketing at the University of South Carolina. She completed the Seasons Leadership Program in 2021, a 12-month workshop led by former female executives at Boeing. Grinnell also founded a podcast empowering women in the workforce called the “Seasons Leadership Podcast.”

Reach Maryanne Grinnell at maryanne@npstrategy.com. 

ABOUT NP STRATEGY

NP Strategy is a strategic communications firm composed of former journalists, communications professionals, political insiders, and public relations executives. NP Strategy is a wholly owned subsidiary of Maynard Nexsen, a 550-attorney national law firm with 24 offices from coast to coast, providing NPS access to deep relationships across the United States. For more information visit www.npstrategy.com.