Facebook people

Diversify or die

Last week Facebook ran a test in which publishers’ content in six countries only displayed on a secondary ‘explore’ feed. The impact was immediate and devastating – one Slovakian journalist called it the ‘biggest drop in organic reach we’ve ever seen’. Though the test was quickly stopped, the obvious lesson to PRs is: diversify, diversify, diversify.

Before social media, Google and the internet, the job of a PR was arguably much more straightforward: build relationships with journalists and secure coverage in the press. If you fell out with one journalist, or a publication changed its approach to printing PR content, you had other choices and relationships throughout the traditional media landscape.

But what happens when the people you have a relationship with can’t control their content?

Google, Facebook and, to a lesser extent, Twitter, LinkedIn and Instagram have the ability to make or break publishing, PR and the entire content industry with just a few lines of code. Facebook’s experiment was seen by some as a way to make more money from publishers – forcing them to pay to feature on a user’s Newsfeed, which is the internet’s second most valuable spot (after the first page of Google’s results).

If Facebook were to roll this out (and as it stands, that’s not the plan), then publishers’ traffic will drop, alongside content from brands and businesses. The lesson here is simple and definitely nothing new – don’t put all your eggs in one basket.

While this should be obvious for PR pros, we sometimes forget how little control we have online – deceived by the ability to create posts, pages and profiles on platforms that are actually run by untouchable and unreachable behemoths.

Being great on only one platform is a very risky strategy.

If you’ve nailed your brand’s Facebook content, now is not the time to rest on your laurels – spread out that excellence to Twitter, Instagram and Snapchat to avoid any ‘nasty’ surprises to Facebook’s practices.

You may also have relationships with all the ‘right’ Instagram influencers, but would you be ready for a rule change that censored adverts? On social media, influencers are key to success and making sure you have the right influencer for the right platform is vital. The Vuelio Media Database lists thousands of regularly-updated influencers, so you know you can reach the right people in the right way.

Google’s algorithm changes still send shivers down the spines of content creators – that SEO strategy you’ve been tweaking for months and years is suddenly worthless. It may seem that Google’s whims are hard to prepare for, but if you’re spread out – using all your media contacts at all the right publications and platforms – you have time to adjust your strategy while still securing valuable exposure.

And don’t neglect offline mediums – print is not dead yet and great publishers are still in control of their output and audience, making them arguably as valuable as ever.

We are working in the age of digital content, where a handful of tech giants now control a majority of what people see online. But if we’re smart and creative (and as PRs what else is there?) then we can diversify to manage our success and make sure we keep coming out on top.

How much do you diversify? Let us know in the comments below!

Blogger Spotlight: Twice the Health, Emily and Hannah

Twice the Health is written by nutritionist Emily Kier and personal trainer Hannah Tyldesley, and covers food, exercise and travel. We caught up with the pair to talk matching outfits (obviously), planning content and working with PR professionals.

How would you describe your blog?
Twice the Health is simply our way of sharing what we love to do, eat and enjoy! The message behind everything we do is happiness through health, whether that’s enjoying your favourite chocolate treat whilst cosied up with Netflix, or running 50k through the Grand Canyon. Everyone’s happiness, and therefore health is totally different and we want to embrace and celebrate that.

How do you work together on your online content? Do you each take roles?
We definitely both have different strengths, and we support each other on these. We always chat about everything, and work together on all our content and projects. The fact we both excel in different areas is a bonus as we are able to bounce off each other, and bring two sides to one story.

Emily Kier and Hannah TyldesleyDoes exercising together add extra motivation?
Absolutely. We often say we are each other’s biggest motivation. We know each other well enough to know when the other can be pushed a little harder, or be encouraged to run a little further. All it takes is a little tease or nudge in the right direction!

How do you plan online content?
We try to keep things as natural as possible. If we have campaigns or projects scheduled in, we’ll work around this to ensure it’s kept varied and exciting. Other than that, we tend to run with what’s going on that day or week!

What’s the next big fitness trend going to be?
Matching outfits… obviously! Or at least it will be if we have anything to say about it!!

What makes you successful?
We think what’s worked for us is simply staying true to ourselves. We’ve been careful to only work with brands we absolutely love, and companies we believe in. I think this shines through in our content. It’s obvious when someone is passionate about something and it’s equally obvious when they’re not!

What’s the best thing you’ve done as influencers?
We hate to leave this on a cliff hanger, but I think it’s yet to come! We have a few very exciting projects next year, one in particular that I think could be our best yet. Watch this space!

How do you like to work with PRs?
The key thing is that they understand us and we understand them. From knowing both brands, to knowing how each works. We’ve been lucky enough to work with many excellent PR companies who have all been incredible in being sure to know our brand and know what best fits.

What one thing should PRs know about you?
We always wear matching clothes. If it don’t match it ain’t TTH!

What other influencers do you follow?
There’s a whole host of blogs and vlogs we love, from Zanna Van Dijk, to Hazel Wallace to The Lean Machines. We also love to watch Tally Rye’s vlogs, Jamie & the Jam vids and can never deny ourselves a quick Carly Rowena catch up. We also LOVE podcasts, especially Tough Girl and Ben Coomber!

Emily Kier, Hannah Tyldesley and Twice the Health feature on the market-leading Vuelio Influencer Database along with thousands of other bloggers, influencers and journalists.

Five Things You Shouldn’t Have Missed – 27 October 2017

This big stories of the week from the world of PR, media and communications, including Snapchat’s warning, Apple’s hire, Piccadilly Circus, Radio 1’s listening stats and Facebook’s publisher experiment.

1. Snapchat’s first ASA warning

Snapchat

Geordie Shore star Marnie Simpson was cautioned this week by the Advertising Standards Authority (ASA) for falling foul of its advertising rules. This is the first time the social network has provoked a caution for a user not clearly labelling an advert.

The Snapchat post that drew a complaint. ‘showed an image of Marnie Simpson holding a Diamond Whites product close to her face. Text on the snap stated “50% off everything from Diamond Whites! Swipe up [Heart emoji]” and “www.diamondwhites.co”.’

While Diamond Whites argued that Marnie’s two-year relationship with the company was their grounds for believing the advert was clear, the ASA still ruled it was not correctly labelled as an advert and so upheld the original complaint.

What is unique about the case is that, due to the nature of Snapchat, the advert only appeared for a limited amount of time and was already history by the time the complaint was investigated. ASA ruled the advert must not appear again in its current form and all future adverts must include #ad. Whether this opens the floodgates for more Snapchat complaints remains to be seen, but what’s clear is the ASA is continuing to monitor social media to keep up with technological advances.

 

2. Apple hires Jay Hunt

Channel 4

Jay Hunt, who engineered the acquisition of The Great British Bake Off from BBC to Channel 4, has been appointed creative chief at Apple’s European video operations. She has also previously worked at the BBC and Channel 5, and is responsible for the likes of Sherlock, Luther, Humans and Gogglebox.

Jay resigned from her role as chief creative officer of Channel 4 in June, after missing out on the role of chief executive of the broadcaster, which eventually went to Alex Mahon. The appointment signals Apple’s intent to get serious about content, as it looks to take on both existing channels as well as the established giants of on demand, Netflix and Amazon. Hunt takes up the new role in January.

 

3. It’s like Piccadilly Circus

The advertising hoarding in London’s Piccadilly Circus – called ‘The Curve’ – has been switched on after recent renovations. The, now, single screen is the largest of its kind in Europe, measuring about 780sqm. It is made up of 11.6 million bulbs and is expected to last 10 years.

Check out The Drum’s report from Piccadilly Circus above, as the lights get turned on.

4. Radio 1’s breakfast cheery-woes

Radio 1

Nick Grimshaw’s Radio 1 Breakfast Show recorded just 4.93 million weekly listeners in the third quarter of 2017, the lowest numbers the show has achieved since records began.

While the Breakfast Show achieved nearly double the audience under previous presenter Chris Moyles, station controller Ben Cooper is not publicly concerned as he originally set Nick Grimshaw out on a path to attract a new younger audience and ‘scare off’ over-thirties. The station’s social media following is in the millions, which contributes to what makes it, according to Cooper, ‘the most relevant youth brand in the UK today’. The aim for Radio 1 going forward is to remain in front of its closest rivals both in listeners numbers and across ‘new’ media.

 

5. Facebook’s great publisher experiment

pixinoo

Facebook ran a recent test so that publishers’ content no longer appeared on users’ News Feeds but on their ‘Explore’ feed. This secondary feed is everything that isn’t from your immediate followers, companies you’ve liked or sponsored posts. In six test countries – Sri Lanka, Bolivia, Slovakie, Serbia, Guatemala and Cambodia – the main News Feed ONLY had posts from your friends and sponsored posts.

As the BBC’s Rory Cellan-Jones points out, this included publishers who weren’t willing to pay to sponsor their posts. One Slovakian journalist wrote about the impact on Medium, in a post entitled ‘Biggest drop in organic reach we’ve ever seen’. Facebook quickly clarified its position in a blog post, claiming there were no plans to roll this out further – but the move had already sent shivers through newsrooms around the world. In the digital age, where a handful of tech giants control the majority of content the public sees, publishers are now at the mercy of coders and software developers.

 

What would you include in Five Things? Let us know in the comments below, or tweet us @Vuelio. And check out how Vuelio can make sure you never miss what matters to you. 

Toby & Roo

Blogger Spotlight: Harriet Shearsmith, Toby & Roo

Harriet Shearsmith is the author of Toby & Roo, a Top 10 UK Parenting Blog. Harriet is mother to two boys and a girl and uses her blog to document their adventures and her parental experiences. We caught up with Harriet to talk being a good parent, working hard to be a blogger and developing good relationships with PRs. 

How would you describe your blog?
I describe my blog as a parenting and lifestyle blog aimed at sharing the wins and woes of parenting. I’m a chronic oversharer, so I tend to share everything on there – from family moments to parental trials!

Why did you start your blog?
I fell in love with a well-known blog called Babyccino Kids and I felt inspired by what they were doing. I wanted to share my own finds and parental experiences. I also wanted to stay at home with my children and this seemed like a really cool way to do that!

Harriet Shearsmith2What’s the best thing about being a parent?
That’s a tough one. There is so much I love about being a parent – from the proud moments to the loving cuddles in the wee hours. I think there are so many moments that are special and it’s not really one thing that defines parenthood as being great.

What advice would you give new parents?
Trust yourself and try to drown out the noise of everyone else’s opinion. You also aren’t a bad parent if some days you really regret having kids or wish you could take it all back – that’s normal for a lot of people!

What advice would you give new bloggers?
Don’t expect anything to come over night. It is something that you need to be prepared to WORK at. Blogging is work – it’s hard work, if you’re doing it correctly.

What makes your blog successful?
Dedication I think and treating this like a job, even before it was. I try to write from the heart but from the other side I try to deliver the very best I can for clients and treat them with professionalism. I want to go that extra mile – be great for my clients and my readers. After all, without the readers, there are no clients – without the clients, there is probably no job!

How do you like to work with PRs?
In the last year or so I have built wonderful relationships with PRs – I really like to feel a personality behind my screen. We’re both in jobs where a lot of our time is spent on a computer and, especially as a blogger, it’s awesome to create a relationship with a PR. I want to make their middle-man style job as fun and easy as possible and I want them to at the very least have looked at my name and the blog to know if their campaign will work for me.

I also love big campaigns where, ok there is a brief, but I can feel confident enough to go back to the PR and say ‘Hey, I had this idea, it fits loosely with the brief but do you like this idea instead’. Honestly and truthfulness (on both sides of course) are intensely important to me.

What’s one of your favourite collaborations?
I work a lot with Birds Eye and I have worked with two agencies with them now – Inkling and Reci.pe – and both have been a delight to work with. From the creative I’ve been given to the way that I know I can bounce ideas off the really awesome people that work at those agencies… even down to the lovely feedback from the brand themselves. I keep working with them because I truly believe their products are fab and I really enjoy their campaigns. They really encouraged me to get into video content and I have loved doing that!

What one thing should PRs know about you?
Honestly – I’m a normal person. I’m so passionate about our industry and I don’t work with clients that I don’t think are great, but I’m also keenly aware that I’m not performing open heart surgery so I don’t have any pretention or illusions of grandeur. Essentially I want the very best for my readers and followers, but I also want to deliver the best for the brand. I try to reply to every email and if I don’t think that I am the blogger for you or you have the brand for me I will say, but I’m always delighted to make that contact because you never know who will come along next time.

What other blogs do you read?
Oh gosh, I’m a dreadful blogger in that I don’t really get time to read too many different blogs! I rather love Hannah from Hi Baby Blog and some of Kerry from All About a Mini Norris’s posts bring me to tears.

Harriet and Toby & Roo feature on the leading Vuelio Influencer Database along with thousands of other bloggers, influencers and journalists.

Emma Hill

Journalist Spotlight: Emma Hill, His & Hers Magazine

Emma Hill is the publisher of His & Hers Magazine and the recently launched accompanying His & Hers Magazine Blog. Launched in 2011, His & Hers Magazine is a lifestyle title in the North West of England.

We spoke to Emma about launching her own magazine, the importance of identifying your niche, moving into the blogging world and building long-term business relationships with PRs.

 

Can you tell us about the publication and how it came about?
His & Hers Magazine is a free print and digital magazine produced in the North West with a firm focus on fashion and beauty. I’d always dreamed of publishing my own magazine, but decided to learn my trade first, working my way up from making cups of tea as a cub reporter at a local newspaper (the Chester Standard), then working for the North West’s best-selling homes and gardens magazine at that time, Concept for Living, where I was ultimately promoted to editor.

It took me almost 15 years of writing and editing titles for other publishers before I finally plucked up the courage to launch His & Hers Magazine. The plus side of waiting so long was that by the time I was calling friends at brands like Jo Malone London to tell them about my idea for a new magazine, they were immediately supportive because I already had good relationships in place through my previous roles.

 

What sets it apart from other magazines? Who is the target audience?
One thing that sets His & Hers Magazine apart from a lot of other magazines is that I was happy to define my editorial focus and target audience from the very beginning, rather than trying to be all things to all people, which can be tempting for publishers when you’re starting out and you’re hungry for ad revenue. His & Hers Magazine features a lot of fashion and beauty content, showcasing a mix of luxury brands and affordable high-street options.

The target audience is professional men and women with an interest in fashion, skincare, travel and entertainment (although we do attract more female than male readers!). These days, if anyone asks for advice before launching a new magazine, my main tip is: don’t be afraid to identify your niche early on. It’s almost impossible to create a magazine that will appeal to everyone, but if you target a niche readership and you know exactly what they want to read about, the same people will keep looking out for new content from you and will tell their friends. It may be a slower way to build your business than targeting absolutely everyone, but I think it’s much more sustainable!

 

his and hers magazine

What were the main challenges when getting a new magazine up and running, and how does that compare to maintaining and building upon the success of the magazine?
The biggest challenge when getting the magazine up and running was persuading ad agencies to take a chance on a launch title when so many new magazines fold within the first few months. I kept hearing that once the business was a bit more established, brands would be happy to come on board, which is frustrating when you’re on a mission to get a launch edition published.Thankfully, a number of big brands, including Malmaison, Topshop, Next and McArthurGlen, were supportive from the very early days, which made a huge difference.

These days, the challenge is to maintain those relationships, attract new advertisers, and find new ways to reach readers.

Our readers expect us to share new fashion and beauty news much more regularly than we used to on our website, and the challenge of adapting to their changing habits is one of the most exciting aspects of my role. It means constantly learning and adapting.

 

You have recently launched the His & Hers Magazine Blog. Can you tell us what motivated you to start a blog and how it differs from traditional print media?
I launched the blog as I’ve always loved writing and wanted to engage more directly with readers. A few weeks ago, after I’d written a blog about the dangers of glamorising violent celebrity relationships in the media, a reader commented that the blog post was particularly relevant to them because they had a violent ex, and that they appreciated my take on the subject. I was really overwhelmed by their comment. Since then, other reader comments have made me realise that it’s so much easier to start a thoughtful, informal dialogue with readers when you’re blogging than when you’re writing for print publications.

 

What do you enjoy the most about your job, and what are some of the more challenging aspects of your work?
My work’s pretty varied, which I’m very grateful for, but most days will involve writing, working hard to spread the word about my clients, pitching for new business and sometimes working on longer term projects, such as planning a big photo-shoot.

I’m also proud to have the opportunity to do some mentoring and occasionally write freelance features for a really broad mix of publications – from the Guardian to an international football magazine. I relish the daily opportunities for learning that my career has given me. In terms of challenges, I’d say that, like for anyone in publishing, reacting to a very rapidly changing marketplace is one of the greatest challenges. It’s also one of the things that I find fascinating!

 

Do you have a good relationship with PRs? What top tips would you give to PR professionals who want to work with you?
I have an excellent relationship with PRs and would say that this is one of the things that makes my work so enjoyable. I’m incredibly grateful to all of the talented PR professionals who I’ve worked with over the years.

My main advice for anyone who’d like to work with me is to get in touch!

I’m always interested in hearing from PR professionals with a view to building up relationships for the long-term, and have often continued to work with PRs as they’ve moved across different accounts or even different companies over the years. I know there can be an enormous amount of pressure to sell in stories in the short-term, but I still believe that building long-term business friendships counts for a lot. I certainly have a list of PRs that I’ll always go the extra mile for because they’ve been a dream to work with and I’m sure most journalists and bloggers would say the same thing.

 

What type of press material are you interested in receiving?
I’m interested in receiving press releases, features ideas, review suggestions and interview opportunities to name but a few. I always appreciate receiving emails from PRs who have clearly taken a close look at the His & Hers website or magazine and get in touch with a tailored suggestion that relates to our editorial style. I’m also extra grateful to PRs who attach press releases as Word documents, rather than PDFs (making them much easier to edit!) and attach a few relevant images or provide a link to images alongside a press release. I know these are really small things, but they make a surprisingly big difference to how likely we are to feature a story.

 

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Emma Hill, His & Hers Magazine and the new blog are among thousands of entries on the market-leading Vuelio Influencer Database including all the top journalists, bloggers, influencers, editors, publications and titles.

PRWeek Awards 2017

3 ways to win a PR award

The PRWeek Awards last week celebrated 33 winners, including 22 awards for amazing campaigns. From the judges’ comments praising the victors, we can see what it takes to win such a prestigious prize.

Vuelio was delighted to partner the PRWeek Awards 2017, which took place on 18 October. Check out our Canvas to see the best content before, during and after the night, from social media and the news.

With hundreds of finalists, each winner had to be exemplary to claim their prize. From the judge’s comments published by PRWeek, we present 3 golden rules to win a PRWeek campaign award:

1. Be brave
Brave is a word used multiple times by the judges across a number of categories, but what does it actually mean? W Enterprise won the Healthcare: Ethical & OTC Consumer award for it’s the Future of Social Care campaign for Cera. Wanting to be the ‘solution’ the the NHS and social care’s major issues of bed blocking and delayed discharges, W Enterprise’s research found every major stakeholder was sceptical change could be made without huge sums of investment. With just a limited budget, W Enterprise managed to battle against this perception using personal pitches to journalists and collaborations with charity and NHS leaders.

Weber Shandwick were described as ‘Brave, clever, disruptive’, for its award-winning Kevin the Carrot Christmas campaign for Aldi. Seen to be taking on the giants of Christmas advertising, John Lewis, the campaign used a similar model to its rival, which had proved successful in the past.

A brave campaign is one that isn’t afraid to take on existing ideas and accepted norms. Winners use what they have in clever ways to challenge perceptions of market-leaders and ‘unchangeable’ circumstances.

 

2. KISS

Keep It Simple, Stupid! The word simple is used by judges more than any other – PR professionals are story tellers and the simpler you can get your message across, the better. Taylor Herring’s The Real Mr Darcy campaign for UKTV’s Jane Austen season was described as a ‘Simple idea, but brilliantly executed’. It created a portrait of what an academic study considered Mr Darcy would have looked like in real life. This simple idea appealed to most national newspapers, leading to significant coverage.

Weber Shandwick’s #BrutalCut campaign for ActionAid UK ‘cut’ videos of Kenyan girls facing female genital mutilation into videos from vloggers, digital publishers, celebrity posts, cinema ads, fesitval screens and outdoor ads. This digital ‘brutal cut’ smashed ActionAid’s targets, and was described by the judges as ‘Brilliantly creative, yet simple’.

Ogilvy PR’s white rhino campaign for Kenya’s Ol Pejeta Conservancy put Sudan – the only male of his species and most eligible bachelor in the world (with more than 7,000 female southern white rhinos to choose from) on Tinder. While Sudan can’t mate due to old age, the campaign raised huge funds for the Conservancy’s programmes.

Being simple is making it clear what your message is about from the very beginning. While it may not fit your campaign targets, being simple is the best way to tell a story because it’s likely to resonate with the most people.

 

3. Know your channels

Knowing where a campaign can be most successful – in line with a client’s brief – is vital for it to be triumphant. Vodafone’s winning ReConnect campaign showed, according to the judges, ‘how media relations can have a big impact’. Commissioning research and analysis from KPMG, Vodafone created complete news stories about the benefits of women going back to work after a career break – which led to wide-reaching coverage across multiple publications. It is a basic of good PR, but we sometimes forget that press releases are more likely to be published if its already a news story, rather than a sales pitch.

Unity’s Yours, Mrs Claus blog for ActionAid won the Most Innovative Use of Digital & Social Media award. The blog was designed to highlight women’s stories, as well as the women and girls ActionAid helps around the world. It was penned by ‘Mrs Claus’, and according to the agency ‘accessible to all, but delivered in such a way that only women would really see it’. Celebrities also contributed to the blog, driving up its traction with the target audience. The judges said: ‘A campaign that demonstrated a thorough understanding of the mechanics of the internet and the way different media channels play out across it’.

One Green Bean’s Best Use of Technology award for the relaunch of Nokia Snake on Facebook Messenger praised a retro game reaching a new, younger audience. While nostalgia seemed to play a huge part in its success, the game has now been played over 74 million times.

Working with clients to identify target channels, as well as knowing what will work for your campaign, is a must for modern PR professionals in the face of so many choices. And if you’re struggling, Vuelio can help you reach all of the right influencers, no matter what channel they’re on.

What do you think it takes to make a great PR campaign? Let us know in the comments below.

Disruptive PR

Disruptive business and destructive PR

Our latest white paper, The Filth and the Fury, explores how innovative disruptors – from Uber to Amazon – are managing their reputations in a media world built for traditional businesses.

After Uber’s recent licence issue with Transport for London, a new spotlight is on the reputationally-troubled company for its practices and position in society. While Uber’s fans are legion, it hasn’t publically received the support a successful business might expect to enjoy.

Our whitepaper looks at why the mainstream media often targets disruptors and in turn what they’re doing to defend themselves. Though negative stories are sometimes deserved, there’s mounting evidence that the press has it in for the new kids on the block.

But does it matter?

The white paper also explores whether having a bad reputation in the media is bad for the whole company or if the right strategy is to look after your customers first.

If you’d like to learn more the benefits of disruptive PR, download our whitepaper by clicking here.

And if you think you’re ready to embrace disruptive PR, find out more about what Vuelio can do for you.

PRWeek Awards 2017

PRWeek Awards 2017: all you need to know

The PRWeek Awards celebrated its 30th anniversary last night in true 80s’ style. Vuelio were delighted to partner this historic event and celebrate alongside 1,000 guests and 33 winners.

PRWeek’s editor Danny Rogers then introduced the evening’s event, explaining how the nature of PR has changed as we’ve entered the age of stakeholder marketing. He then introduced a very special presentation.

Roger Daltrey, lead singer of The Who, took everyone by surprise when he arrived to induct his friend and colleague Alan Edwards into PR Week’s Hall of Fame. Edwards is the founder and chairman of Outside Organisation, and has over 40 years’ experience working with the likes of The Rolling Stones, Prince and David Bowie.

Edwards’ was the first of many awards on the night, which were presented by Katherine Ryan. The Canadian comedian kept the audience entertained with a hilarious routine, outrageous comments and the occasional sing song.

The biggest prizes on the night, two Gold Awards for Consultancy of the Year and In-House Team of the Year, were won by Weber Shandwick and English Heritage respectively. There’s also a special mention for Iris, who won the Vuelio-sponsored Best Influencer Marketing Campaign award for its Adidas Glitch launch.

Social media was ablaze throughout the evening, with #PRWeekAwards quickly shooting to the top of Twitter’s trending topics in the UK, such was the reach of a room of the best PR professionals in the business. We’ve gathered the our favourite posts from across all forms of social media and online stories to make a dedicated Vuelio Canvas, the simple tool that easily tells your PR story.

Click here to see the full PRWeek Canvas.

PRWeek canvas

 

JustinRoiland on twitter

When isn’t bad PR, bad PR? When it’s Szechuan sauce

McDonald’s made headline news last week because of a cult cartoon’s obsession with a promotional dipping sauce that was last seen in 1998. But was the lack of Szechuan sauce really a PR disaster? Or was it a stroke of genius worthy of Rick Sanchez Dimension C-137 himself?

*Warning: this post contains references to Rick and Morty – wubalubadubdub*

McDonald’s originally launched the Szechuan sauce for the release of Disney’s Mulan, but season three of Rick and Morty drew a new focus to the ‘delicious sauce’. Rick claimed: ‘it’s what it’s all about’ and he doesn’t care if it takes nine more series to get it back.

Fans were quick to pick up the campaign on social media and this was enough for McDonald’s to leap onto the good PR opportunity, gifting the show’s creator a giant container of the sauce.

Obviously, this fuelled the fanbase’s desire for what was effectively teriyaki and ketchup mixed together (let’s put that to one side). Keeping its PR cool, McDonald’s was coy, announcing a limited-edition release of the sauce for one day only.

Fans went mad for it, camping outside McDonald’s restaurant locations and travelling hundreds of miles to get a taste. And what happened? McDonald’s didn’t supply enough – some locations had none and many more had a measly 20 samples.

Who the squanch believes this was anything but a carefully choreographed strategy? Are we really expected to think THE fast-food giant couldn’t organise enough sauce deliveries?

The ‘disaster’ hit headline news around the world, as people were left disappointed by not having enough of a McDonald’s product. How would you feel if your product or service was in the news because people couldn’t get enough of it? Probably pretty good.

And what did McDonald’s do next?

That’s right, as an ‘apology’ it’s making the sauce more widely available so fans can get it everywhere. Bravo McDonald’s, bravo.

So how can you Get Schwifty like McDonald’s? Follow these simple rules:

  1. Track mentions of your brand on and offline – if McDonald’s hadn’t been aware of Rick and Morty’s fandom’s desire for Szechuan sauce, this would have been dead in the water. Make sure you have the best monitoring available so you don’t miss a single opportunity.
  2. Don’t be afraid to engage with your audience – speaking to fans and responding to their demands is one of the main purposes of social media for brands; get stuck in and have fun with it.
  3. Approach the right influencers first – McDonald’s sent the product to Justin Roiland, co-creator of the show and voice of leading characters Rick and Morty. Don’t know who your influencers are? Get a database that does the work for you.
  4. You’re allowed to have ‘bad press’ – McDonald’s aced this situation by undersupplying the promotional product. There’s very few ways this could have backfired – if no one had claimed the sauce then it wouldn’t have mattered. You shouldn’t be worried about your fans wanting more, this gives you all the power. And if the media thinks you’ve made a mistake? Ride it out, all the press does is make you seem more desirable.
  5. Give the people what they want – McDonald’s has now made moves to make the sauce available for everyone. If it had remained elusive, they could have pushed fans away. It moved quickly to ‘rectify’ the ‘mistake’ giving the fans their pay off.

No one wants to be a PR Morty, and McDonald’s has shown how easy it is to be a PR Rick. What did you think of McDonald’s stunt? Let us know in the comments below:

Storytelling with Vuelio Canvas – WEBINAR

Looking for a creative way to tell a story? 

Whether you’re helping your team make sense of ongoing news, pitching a client, or reporting on a campaign or an event, curating content from a range of channels is a daily chore for most.

Visualising and presenting this data can be a daunting task, but we have just the tool to help you nail yours!

Join us on 24 October 2017 at 11am to learn how you can bring your presentations to life with Vuelio Canvas. Impress your boss, co-workers and clients by transforming your data and content into engaging stories. We will show you how you can bring together individual elements from millions of media sources, be it news stories, social media activity, charts, PDFs, video or audio files into beautiful presentations made in seconds.

Stop wasting time on old fashioned spreadsheets and emails and transform the way you present your PR. Save your spot for our next webinar now! Even if you can’t make the live broadcast, we’ll send you a recording after it airs.

Webinar: Storytelling with Vuelio Canvas
Date: Tuesday 24 October 2017 
Time: 11:00 am BST
 

 

 

Willrow Hood

Is your management social media savvy?

IMPRESS, the press regulator backed by royal charter, has taken the unusual move of banning its chief executive and three board members from dealing with major newspapers after their behaviour on Twitter. What does this teach us about management on social media?

Jonathan Heawood, chief executive of IMPRESS, was found to have tweeted or rewteeted over 50 attacks on the Daily Mail in a one-month period, as well as sharing messages that attacked the Sun including a retweet of: ‘#dontbuythesun or any other ‘newspaper’. Support Leveson, support regulators like Impress. Remove this endemic corruption.’

Two of the board members were similarly critical about the Sun and the Daily Mail on Twitter, while a third was believed to have had too much of a relationship with the Hacked Off campaign.

The behaviour of these individuals is hugely embarrassing for IMPRESS, which had to follow the Sun’s investigation with its own report before banning the four from dealing with large newspapers. Though IMPRESS has no large newspaper members, the damage has already been done.

For some business leaders, Twitter seems to come easily. Richard Branson, Bill Gates and Arianna Huffington are names that people associate with inspirational leaders who somehow always seem to get it right on social media. Part of their appeal is having a captive audience ready to hang on their every word and not every MD or CEO is in that position.

So what if you’re not a business god?

As PR professionals, we’re often responsible for managing external communications no matter how personal they are. Sometimes that means tweeting on behalf of a CEO, or maybe looking on in horror as they go off-piste (Trump anyone?).

Thankfully, we can still learn a thing or two from the Musks and Dorseys of this world – and here’s our top tips for management to get it right on social media:

  1. Be yourself
    Too often a CEO’s tweets seem sterile or staged. Our business leaders haven’t got to where they are by being boring or toeing the line – injecting some of their personality into their Twitter feeds is vital for it to be successful. But that doesn’t mean they have to do it all themselves – presenting your CEO’s voice can, and should, be a group effort.
  2. Be positive
    Reading negative or complaining messages inspires no one. The occasional rant, done right, can be funny but more often than not the best business leaders on Twitter stick to the positive aspects of life, business and experience – always trying to find the lesson to be learned.
  3. Be careful
    Don’t fall into the IMPRESS trap! A CEO is never off the clock; they always represent the business they’re running and what they say can and will be used against them if needs be. Now for some people (hey it’s Trump again!) that doesn’t matter, but most will regret not thinking professionally when they’re tweeting, retweeting or liking.
  4. Be consistent
    This isn’t something you can half-commit to; you’re either tweeting or not tweeting. Building an audience takes time and effort and if you don’t have either, don’t start because infrequent and inconsistent messages help no one.
  5. Be valuable

No matter how big your business, the leader is likely to be successful to have got to where they are. Sharing insights and thoughts can often seem like something best left to the celebrity business leaders but success breeds success and you’ll be surprised how many people you can inspire.

How do you manage your CEO’s Twitter feed? Let us know, post a comment below:

Five Things You Shouldn’t Have Missed – 29 September 2017

Taking a brief hiatus from our podcast (and reverting to old-fashioned reading), we present five things you shouldn’t have missed from the worlds of media, marketing and communications.

1. Labour Party Conference

Labour Party Conference 2017

The Opposition party’s conference produced a plethora of headlines, from Emily Thornberry’s attack on Boris Johnson to John McDonnell’s pledge to bring PFI contracts in-house. Reports from the official four-day event also included the BBC’s Laura Kuenssberg being given a bodyguard after receiving online abuse; the party tackling antisemitism in the party with new, stricter rules; the party’s position on the Single Market being debated by all sides; and Jeremy Corbyn’s closing speech calling Labour the ‘government-in-waiting’.

If you missed anything from Conference, you can see all of the biggest stories on this Vuelio Canvas. And, if you want daily updates from the Conservative Party Conference directly to your inbox – sign up here.

2 . Uber’s London licence

uber

Transport for London announced it would not renew Uber’s private hire operator licence after 30 September. They claimed the operator wasn’t safe or up to the required standard for the licence. The firm immediately vowed to fight the decision on appeal, which buys them time past the 30 September deadline. The ban has caused outrage among Uber’s 3.5 million London users and 40,000 drivers, many signing Uber’s petition against the decision.

Uber’s CEO Dara Khosrowshahi published a letter in the Evening Standard apologising for the mistakes they’ve made, Sadiq Khan claimed people should direct their anger at Uber rather than TfL, and reports emerged that two of the four reasons TfL gave for revoking the licence are actually its own responsibilities. With Prime minister Theresa May also now part of the story, calling the ban ‘disproportionate’, expect this one to keep going.

3. Twitter Trials Longer Tweets

Twitter bird

A small group of Twitter users are now testing double-length tweets. If the test is considered a success by the social network, then 280-character messages will be rolled out across the platform. Jack Dorsey announced the decision in a what was considered by some to be a verbose tweet.

Twitter, in true Twitter style, panicked at the idea of change and then made it all a big joke:

4. Hugh Hefner dies

Hugh Hefner

The founder of what became the media empire Playboy, died this week aged 91. At its height, Playboy Magazine sold seven million copies a month but in later years its content model has struggled to keep up with the internet. Opinions are divided on the man, with some calling him a legend who sexually liberated America and supported LGBT and civil rights, while others saw him as a misogynistic user of women.

You can make your own minds up.

5. IMPRESS bans board members

British newspapers

The royal charter-backed press regulator IMPRESS has banned its chief executive and three board members from dealings with major newspapers. After the press ran their own investigations, IMPRESS published a report largely agreeing that Jonathan Heawood, Emma Jones, Maire Messenger Davies and Martin Hickman, had all taken positions that could create perceptions of bias against the press – from positive views of campaign group Hacked Off to retweeting negative messages about certain papers and publishers.

IMPRESS has no members that are considered major newspapers so the ban is, at the moment, somewhat moot. Though if the Government enacts Section 40, which will require all papers to join a royal charter-backed regulator or face heavy penalties, then this story could become huge.

Something we’ve missed? Let us know on Twitter on in the comments below. 

Labour Party Conference – Day Two

Vuelio’s political services team is at the Labour Party Conference in Brighton to bring you all the latest news. 

Day two has been dominated by discussions about the party’s position on the UK’s membership of the European Single Market. Mayor of London Sadiq Khan said he would like the UK to remain permanently in the single market. John McDonnell said the party needs to make sure it takes into account the concerns of those who voted to leave.

Shadow Foreign Secretary Emily Thornberry aimed parts of her speech at Foreign Secretary Boris Johnson, claiming that Johnson should take a ‘paternity test’ to see the true origin of the arguments and false claims surrounding Brexit.

Shadow Brexit Secretary Keir Starmer said this is a tragic moment for the Government, and it does not have the strength to govern. Starmer’s speech also picked on Johnson – he was listed alongside David Cameron and Theresa May – the ‘authors’ of the ‘Brexit tragedy’. Starmer touched upon the subject of the day, saying that Labour could keep the UK in a reformed single market and a form of customs union.

Shadow Chancellor John McDonnell delivered the keynote speech and will have made headlines with his pledge to end new Private Finance Initiative (PFI) contracts and bring existing contracts back ‘in-house’. McDonnell also said that he would attempt to introduce a cap on the interest payments on credit cards.

Don’t want to miss anything from Conference? Make sure you’re signed up to the Daily Updates

The biggest stories of the day are available on our Day Two Canvas – click here to see the Canvas in full.

Day 2 labour party conference

uber

Can Uber triumph in London?

Transport for London last week announced it will not renew Uber’s private hire operator licence after its current licence expires on 30 September. While there will be a stay of execution to allow for the ride-sharing app to appeal, TfL is sticking to its guns and the end of Uber in London looks inevitable.

But is it?

While Uber is often under attack in the media, the service is hugely popular among its 3.5 million London users for a multitude of reasons, from price to feeling safe at night.

And for a company that reportedly spends £250,000 a month on PR and lobbying, Uber has unsurprisingly come out all guns blazing. A petition, started by Uber itself, has already attracted over 700,000 signatures and became Change.org’s fastest growing petition of 2017.

In the petition, Uber has attacked TfL and London Mayor Sadiq Khan: ‘By wanting to ban our app from the capital, Transport for London and their chairman the Mayor have given in to a small number of people who want to restrict consumer choice.

‘This ban shows the world that London is far from being open and is closed to innovative companies, who bring choice to consumers and work opportunities to those who need them.’

By attacking Khan’s own claim that post-Brexit London is open, both to people and business, Uber is suggesting that this comes across as an anti-innovative move that inconveniences the people of the city. Khan hit back, telling the petitioning customers to direct their anger at Uber as they have been found at fault: ‘It would be wrong for TfL to licence Uber if there was any way this could pose a threat to Londoners’ safety or security.’

But now the situation is escalating. The Financial Times has reported that TfL is under fire with suggestions it is responsible for two of the four reasons it gave when revoking Uber’s licence.

The two reasons in question are:

  • Its approach to how medical certificates are obtained.
  • Its approach to how Enhanced Disclosure and Barring Service (DBS) checks are obtained.

The vetting and safety checks of Uber drivers are apparently carried out by TfL. James Farrar, an Uber driver and trade body representative told the FT: ‘To me this reeks. It’s a bogus charge from TfL. Uber will be able to remedy this in court immediately because DBS and medical certification are prerequisites for drivers getting their licences from TfL.’

And this licence ban affects so much more – what about UberEats, the food delivery service? Or the other towns and cities in the UK that Uber still operates in?

For the former, UberEats is safe – the licence renewal is about private hire operators so the delivery service is exempt. But as for the rest of the UK, it’s unclear how they’ll operate around London. Can they still visit airports? Possibly. Will they stop at the M25 and make passengers walk? Seems unlikely.

So, have we seen the last of Uber in London? Perhaps not – the tech giant has many resources to hand but most importantly, and perhaps this something that’s been underestimated, an army of supporters in the capital who rely on the ride-sharing service. Sure, there are other apps available, but people don’t like change; they like what they know and what they know will work.

Uber may have a bad reputation at head office in the US, and it may come out on the wrong side of black cabs struggling in the capital, but the service has focused on excellent customer service at a one-to-one level and is now wielding this significant reputation to fight its case.

Sometimes reputation isn’t top down, it’s down up – take care of the day-to-day customers and they’ll take care of you.

Robot handshake

Will AI make you better at PR?

Artificial Intelligence is very much in the zeitgeist – building on 2016’s love of #BigData, AI is now the industry buzzword and it’s already making us better at PR.

We haven’t quite reached the level of Skynet (yet), but AI grows smarter every day, making our digital lives more personalised and data more understandable. It’s also everywhere –  from custom adverts across your online journey (ever felt like that product was following you?), to search engine results relying on natural language processing to serve up what you were actually looking for.

Aaron Cohen, writing for VentureBeat, claims AI will soon make us all PR superheroes. He points out that from identifying crises before they become pandemics to improving the way we speak, AI has the power to radically enhance our day-to-day activities.

And for those that fear AI will take over, Cohen points out there’s a slim chance we’ll be replaced by machines. According to Will Robots Take My Job?, PR specialists only have an 18% chance of being replaced by AI. Thankfully being excellent at PR requires too much creativity and humanity, which can never be replaced by 1s and 0s.

AI has already begun to make the life of a PR easier; Vuelio uses AI to link your contacts with their output via media monitoring, and allows you to track all of your stakeholder interactions with our powerful CRM. Not to mention all the cool things it does with distribution, analysis and data presentation.

As with any job, there are things PRs like doing and things PRs have to do. Don’t waste time on public relations, allow AI into your life to take on the necessary but dull jobs, while you focus on what’s important – building relationships and managing reputations.

And for those still not keen on AI, I’ve got bad news. Artificial Intelligence is coming (sorry Elon Musk), and we all need to embrace it. Make sure you know how AI can help you day-to-day and you too can be a PR superhero. Decide it’s just a passing fad and you’ll be left behind.

We all remember Blockbuster, right?

From Bedrooms to Boardrooms, the evolution of blogging

Influencer outreach: From Bedrooms to Boardrooms – WEBINAR

The biggest annual survey into the habits and behaviours of UK bloggers has been published, revealing the industry is professionalising, not all bloggers believe in disclosure and relationships with PRs vary wildly depending on the industry.

A whopping 87% of parenting bloggers have good PR relations, but with politics, that falls to just 17%. How are these PRs getting it so wrong? Or are some sectors just better at influencer outreach?

Who better to talk about working with PRs and all the Bloggers Survey results than Jo Middleton – author of the award-winning Slummy Single Mummy and parenting blogger extraordinaire.

As more and more influencers see blogging as a valid career path, PRs have no choice but to have a clear strategy for handling influencer relations. Jo will reveal how she manages her own excellent relationships with brands and agencies and discuss the future direction of this burgeoning industry.

The webinar: UK Blogger Survey 2017 – the Results, takes place on Tuesday 26 September at 11am. Jo will be joining us live to take you questions throughout the webinar and share some of the secrets of her success.

Click here to register for the webinar. Even if you can’t make the live broadcast, we’ll send you a recording after it airs.

CAP issues new guidelines on influencer marketing

So, CAP has issued fresh guidelines for influencer marketing but will it make a difference? According to a recent survey, a surprising proportion of consumers still remains in the dark, with 77% unaware what the #sp hashtag stands for (‘sponsored’) and 48% even unsure what the #ad hashtag means.

As a result of confusion over how brands and influencers label paid-for content, it remains a big issue. In response to this problem, CAP (the Committee of Advertising Practice) has issued a fresh set of guidelines to help social influencers and brands stick to the rules.

So, what does this mean for you and how will it impact the future of influencer marketing?

Well, when it comes

to affiliate marketing deals, CAP states that all ‘marketing communications must be obviously identifiable’. In other words, brands and influencers should ensure that any paid-for content is clearly labelled as an advert.

The guidelines put forward by CAP are certainly not new, but they are now emphasising that influencers should be more aware of the differences between platforms in order to recognise how to label sponsored content accordingly.

For example, on platforms like Instagram where images are visible before text, the word ‘ad’ should be overlaid so that users are aware before they click through. Alternatively, where a vlog might include a minute or so of content related to affiliate products, this should be flagged (even if it doesn’t require the video to be labelled as an ad overall).

Ultimately the new guidelines reinforce the notion that there is no blanket approach to labelling branded content, but that it is vital that consumers know when they are viewing ads.


Born Social’s survey suggests that consumers look down on sponsored content, with 48.7% of people trusting a recommendation to a lesser extent if they know an influencer is being paid. However, a poll by Kantar Millward Brown suggests that, in contrast, teenagers are becoming more receptive to brand content. In addition to this, it also states that 35% of 35-49-year-olds in the UK also feel positive towards content relating to products, services and other brand info.
While these findings might sound contradictory, there is one common thread – that transparency is key.

Regardless of how a person might feel about brand content in general, deliberately hiding or failing to disclose it will only do more harm than good.

How to create a multi award-winning PR campaign

The opportunity to combine SEO and PR is something that remains unexplored by many marketers, yet it has the potential to yield significant results – particularly if you’re working to a tight budget.

In 2016, Ad-Rank launched a campaign on behalf of CruiseDeals.co.uk that showed it’s cheaper to live on a cruise ship for a year than it is to live in London. Since then, the campaign has won two prestigious search awards, and gained both national and international coverage in publications including the Daily Mail, AOL Travel and Express. We’ve taken a look at this case study to give you some top tips to help your next Vuelio press release reach new heights.

It’s all in the research

Ad-Rank-research

By nature, successful PR campaigns engage the audience and deliver a message strong enough to encourage them to pass it on. Conducting research for any PR campaign can be a lengthy process, but the results can be well worth it. Whether you’re presenting a story that’s entirely unique or tackling old news from a different angle, putting some hard work in at this early stage is the only way to set the foundations for a strong campaign.

An attention-grabbing headline

Ad-Rank-Headlines

Distribute a press release through Vuelio and its title will appear as your email subject line, so it’s crucial that those few words grab the audience’s attention. We chose to title ours ‘Living in London is more expensive than living on a cruise ship’, which effectively gave journalists the headline they were looking for from the off.

Narrow your audience

Audience

Even the best-written press release is unlikely to gain traction unless it’s visible to the right audience. Vuelio allowed us to sift through a huge catalogue of journalists and influencers from across the globe, adding specific filters to our search in order to make sure that the release reached exactly the people we needed it to. From there, we could easily source the contact details of those most likely to be interested in our story.

Support your release

Ad-Rank-PressRelease

With hundreds of press releases landing on their desks each day, journalists are unlikely to sift through pages of copy in order to decide whether the story is right for them. Include only the most important details in the release itself and create a supporting article or blog post on your website to provide more information if needed. Not only did this allow us to link journalists to extra details they may need, but it was effective in actively driving additional traffic to the client’s blog as a result.

The personal touch

AdRankPRCampaign

For us, the key to connecting with individual journalists and publishers was to send out personalised follow-up emails. Using Vuelio’s History feature, we were able to track exactly who had opened our press release and when. From there we could send gentle reminders to journalists that appeared to be interested in our story – or simply re-introduce the press release to those who hadn’t opened the original email.

A successful PR campaign does more than just get the word out about your company, it creates a story. And despite being frequently overlooked by marketers, a solid PR strategy can fuel SEO, generate positive awareness of your brand and help build a strong online reputation.

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PRs now following guidelines on influencer marketing

According to new research, 54 percent of marketers and PRs now use the Committee of Advertising Practice (CAP) guidelines on influencer marketing, compared to just 37.5 percent in 2016.

Infleuncer(CAP)

In the past, PRs have often been accused of not following the guidelines when it comes to blogger outreach following some high-profile scandals including the likes of Kendall Jenner, Emily Ratajkowski, Bella Hadid who failed to disclose that they were paid to advertise products and events on behalf of big brands.

Conducted by micro-influencer marketing platform Takumi, their survey reveals 600 UK marketing and PR professionals now agree that full transparency is important when working with influencers.

“PR and marketing individuals and brands are becoming more and more savvy when it comes to working with influencers and content creators,” said Mats Stigzelius, co-founder and CEO of Takumi. “Whereas before there was a certain amount of confusion with regards to the guidelines, the research has shown that there is a greater awareness on how to get the most out of influencer marketing and what the guidelines are.”

Here at Vuelio, we have published various guideswebinars and white papers about how to work with influencers and stressing the importance of disclosing product placement. Influencer marketing is no longer the wild wild west where PRs don’t have to abide by any rules.

“As more and more brands begin to educate themselves on how to effectively use influencers and are able to measure the results and the ROI, I think that we can expect to see an increase in the use of influencers as part of a more targeted approach for consumers particularly for millennial audiences,” said Stigzelius.

The research also found that 84.5 percent of professionals believe that ‘live’ content is becoming increasingly important to influencer marketing. Furthermore, 28 percent say Instagram’s algorithmic feed – which prioritises high engagement content – hasn’t impacted their campaigns. However, 11.5 percent now budget for advertising to boost influencer posts. Takumi found that 65 per cent of professionals work with influencers as part of their marketing strategy and 61.3 percent of respondents said they feel they are able to accurately measure engagement levels and return on investment (ROI).

Brand Awareness, what it is and how to get it right!

We may already be halfway through the year, but it’s not too late to create brand awareness. In order to stand out from the crowd, you need a strong brand. If you want to make sales and drive equity, customers need to be aware of what your brand is and what you’re offering.

When it comes to brand awareness, the thing you should ask yourself is to what degree do your customers associate your brand with a specific product? Here at Vuelio, we have become synonymous with our work with influencers as we have over 11,000 bloggers on our media database, we run weekly top ten blog rankings and a yearly award show.

With ever increasing competition and oversaturation in the marketplace, you cannot assume that your customers will automatically find you, and this is why it’s important that you develop strategies to actively reach out to potential and existing customers.

For many PRs, social media is now the most powerful tool when it comes to brand management. The popularity of social media has gradually shifted the focus from the product, onto the customer. Through direct engagement with potential customers, you can enhance your brand awareness.

With unprecedented access to your audience, you can create a tailored brand experience. Through strong communications, you can become participants in your ‘brand narrative’, which will help you to create a level of trust and authenticity that traditional marketing often misses. By choosing content carefully and what channels you use to disseminate it, you can reach your audience more effectively.

Content is king! You need to think beyond marketing and PR. Invest time in creating original content as it will help to drive SEO and encourage social media engagement. If people are engaged with your content, if you are creating conversations relevant to your audience, and people are having positive conversations about you, you can establish your brand as a leader in your industry.

Here at Vuelio, we recently have started doing guest blog posts with reputable thought leaders like John Brown from Hotwire PR and prominent PR bloggers like Michael White, which is another great form of brand awareness. If you partner with industry recognised figures who have large followings and are respected within the industry this can give you exposure, authority and potentially attract new customers.

When it comes to bloggers, influencer marketing is big business. When it comes to marketing, influencers are now one of the most powerful tools of PR. Statistics now show that bloggers now have the power to influence people’s buying decisions more than traditional forms of media. Collaborating with the right influencer can substantially boost your trustworthiness and can lead to potential sales leads.

And lastly why not try sponsorship? Securing the right sponsorships can give you access to your key demographic, helping you to extend your reach and improve your brand reputation.