Revolutionary Measures

Why Royal PR should be a model for us all

A few weeks ago I talked about the breakdown of trust between the public and traditional institutions, be they the media, government or business. Yet arguably the most traditional institution of all – the British monarchy – is actually bucking the trend and engaging and resonating with the public more than ever. From the Queen visiting those affected by the Grenfell Tower fire to Princes William and Harry talking openly about mental illness, the Royals are increasingly seen as understanding, and empathising with, the mood of the country. This is in stark contrast to current political turmoil where the Prime Minister seems too scared to engage, while her cabinet squabbles around her. The Queen even seemingly managed to get a cheeky shot in about Brexit, wearing an EU blue hat with flowers resembling stars to open parliament.Queen Elizabeth

It is worth noting that it hasn’t always been like this. At the time of Princess Diana’s death the Royal family, particularly the Queen and Prince Philip, was seen as outdated and out of touch, hidebound by protocol and simply unable to understand the mood of the country and the wider world. That led to a major change around in how the Windsors approached PR, which has evolved into the machine that we see today, which is driven by four key factors:

1. Trust
We are in an age where there is a breakdown in trust, but that doesn’t mean that people don’t want to believe in someone or something. In fact, many are desperate to find somewhere to put their trust that isn’t going to let them down. The monarchy fills this space admirably, seen as working hard while taking the time to listen and engage with people’s concerns.

2. Range
The sheer size of the Royal family, and the number of generations it contains, mean that there are a range of characters and ages for different people to identify with. From the Queen and Prince Philip through Charles and Camilla down to Harry, William, Kate and their children there is someone for everyone to support, trust and relate to, dependent on their views and age.

3. Impartiality
I’m not comparing the Queen to Donald Trump, but in the same way that he has a multimillion dollar fortune to fall back on, so has she. That means she is seen as generally impartial, without an agenda or wider policies to push. I think many in the US see Trump in the same way, even if he definitely does have an agenda/ego driving his actions. This ability to be independent means the Queen is above politics and doesn’t get drawn into a blame game around events such as Grenfell.

4. Vulnerability
In the past the monarchy was seen as aloof and simply not affected by outside events. Since Diana’s death that has changed and it has opened up, demonstrating that the Royals are human too. The younger princes have discussed their mother’s death and the impact on their own mental health, while the continued illnesses of the Duke of Edinburgh has led to widespread sympathy for the Queen, who, after all, is 91 herself. We empathise with humans, and the Royal family continues to show that despite their wealth and power they are human too.

What lessons can communicators draw from this? I think the biggest is to take a long-term view. The reputation of the British monarchy was at an all-time low after the death of Diana, with many questioning their continued role. Rather than a knee-jerk reaction, the institution has changed how it operates, and in particular how it communicates, giving individuals more freedom to talk about the topics that they feel passionate about, all within an overarching framework that demonstrates empathy, authenticity and value for their audience. It may not be perfect, but other communicators looking to build genuine trust should see what they can learn from the Royal family’s success.

 

Photo Nasa/Bill Ingalls via Wikipedia http://www.nasa.gov/centers/goddard/news/topstory/2007/queen_egress_8.html

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July 5, 2017 Posted by | Marketing, PR | , , , , , , , , , | Leave a comment

The PR lessons from Donald Trump

In the past being nominated as the Republican or Democrat presidential candidate had a lot to do with money, specifically advertising spend. This was the weapon of choice for winning over primary voters in each state, hence the push by candidates to appeal to big donors who would then bankroll their campaigns. The sheer sums involved are astronomical – experts believe that $100 million was spent solely on TV advertising around the New Hampshire primary. No wonder that the total 2016 election is expected to cost $5 billion – more than the GDP of many small countries.

English: Donald Trump speaking at CPAC 2011 in...

Normally this counts against the maverick candidate – after all, if you don’t appeal to the big donors with the money you won’t get the advertising, and consequently the primary votes won’t follow. This year, as in many ways, the Republican race is turning out very differently. While the runaway leader Donald Trump has spent money on advertising, it is nowhere near as much as his rivals – for example each of his 239,000 votes in South Carolina cost the equivalent ad spend of $7.42, with a total cost $1.78m. By contrast each of Jeb Bush’s 57,000 votes involved spending of $238.15, with a total budget of $13.78m.

Whatever your opinion of him, Trump has done something that most marketers in general, and PR people in particular, should recognise. Rather than spending money solely on advertising, he’s adopted a balanced marketing strategy that is led by PR and social media, and merely supported by TV and other ads. He’s built a brand and sustained it by continually being controversial – with Twitter the primary channel for his rants. If commentators lauded Barack Obama’s use of social media to win his two terms as president, Trump is the flipside, using the networks to connect with those that feel disenfranchised and left behind by traditional politicians.

Of course, it is all (to put it politely) a load of baloney – and Trump knows it. Policies such as building a wall between the US and Mexico (and getting the Mexicans to pay for it) and banning Muslims from entering the country are both objectionable and unworkable. His ideas for increasing the tax paid by hedge fund managers have been proved by economists to actually reduce the tax take from that group. Yet every time opponents seem to be closing the gap, he opens his mouth, says something offensive/controversial and sees opinion polls soar. It is a classic PR-led marketing campaign.

I’m certainly not advocating any of my clients follow suit with similar sentiments, but there are lessons to be learnt from Trump’s success to date:

1. Play the long game
Trump has spent the past few years building his profile as a celebrity. His bombastic stint on The Apprentice provided the bedrock for his celebrity, and he has nurtured this on Twitter and through inflammatory comments long before the campaign began. In contrast, many of his opponents had little national profile before the Republican primaries began, so have been building a base from scratch.

2. Build a connection
Despite being a billionaire who inherited much of his wealth Trump is seen as being on the side of those that have been squeezed by trends such as globalisation. In the same way that Nigel Farage has cultivated his bloke in the pub persona (despite going to top public school Dulwich College and a career in the City), he has built a connection with his supporters. They feel he understands them and is rooting for them, with social media helping to give a personal, human relationship between him and his followers.

3. Everyone loves the underdog
Trump has positioned himself as the radically different challenger brand, rather than being more of the same. This means he is seen as an outsider – David versus Goliath, despite his wealth, connections and fame. He’s not viewed as a politician, with all the baggage that brings, or even as a serious candidate by many. Again, similar tactics helped Boris Johnson win the London mayoral election – a few stints on Have I Got News for You and he’d positioned himself as a bumbling, unthreatening clown, completely different to the political elite.

4. Be controversial
Again, I’d not advocate clients becoming bigoted, bullying misogynistic racists, but Trump uses language that the general public understands and relates to. He doesn’t just read off an autocue or give speeches that have been refined until there is no meaning left in them. People remember his soundbites and they stand out from the crowd – not just because they are offensive, but because of the type of language he uses. This is all part of his act, but demonstrates an understanding of what makes people respond at a very basic level.

I sincerely hope that Trump fails to get the Republican nomination, and, failing that, that the general public see sense and doesn’t vote him into the White House in the coming election. However everyone in marketing and communications should heed the lessons of his campaign, and look at how they can use PR and social media to get their message across to key audiences.

March 9, 2016 Posted by | Creative, Marketing, PR, Social Media | , , , , , , , , , , , , , , | 4 Comments