Friday, June 10, 2005

Kudos for Legacy

I found this note from the last exchange extraordinary.

Lise Harwin said...
I'm so disappointed to read the comments posted about Legacy's PR team. I can only speak for myself, but I make a huge effort to respond to reporters quickly and accomodate as many requests as I can, given the constraints of HIPAA. When I can't make something happen, I try to be upfront and honest about it and cross my fingers that things will work better the next time.In any case, I'm hoping you're not tarring all of the Legacy PR staff with the same brush. And I'd hope that if anyone had that big of a problem, they'd take it up with me or even our boss.


When did we every get a flack to call us back and say, maybe we're not doing our job so well, how can we be better? We've had those meetings, but in the end, it was pretty much, "we'll do our job our way, you do yours."

Anyone else have a PR person call and say, let me be better?

11 Comments:

Anonymous Sarah Bott said...

That was indeed a home run response. We PIOs should all be so responsive. Kudos to Lisa.

Friday, June 10, 2005 9:33:00 AM  
Anonymous Lise Harwin said...

Legacy used to do a media survey of the reporters that we worked with regularly. Admittedly, it hasn't happened in a while.

It was short and sweet, but asked questions about how quickly we responded, how helpful we were, etc... and left space for reporters to leave more in-depth comments. It certainly could be returned anonymously, if needed.

I would encourage all PR people to regularly query reporters and get feedback. Hopefully we'd then take appropriate action...and maybe we'd eventually get props on this blog!

Friday, June 10, 2005 9:46:00 AM  
Anonymous Anonymous said...

Maybe it's not Lisa we're criticizing. Maybe it's the short, brusque manner of others on your staff. When a reporter calls, doing the job, don't respond with vinegar. That's all we're asking.

And when is the last time a PIO called back from Legacy to say thanks on a story?

The feeling at Legacy is of imperialism - Lisa, not you, but there are others on that team.

Friday, June 10, 2005 11:09:00 AM  
Anonymous been there, done that.. said...

to lisa: my apologies. my original complaint about Legacy's PIOs was not directed at you. To set the record straight Lisa Harwin does an outstanding job. That, however, is NOT the case with all in her department. We all know who we're talking about.

It doesn't take a lot of effort if for a PIO who has successfully pitched a story to a reporter to then call the reporter after the story airs or is published to thank them. Remember, you're getting advertising you couldn't afford to buy!

Friday, June 10, 2005 12:56:00 PM  
Anonymous Lise Harwin said...

I wholeheartedly agree about sending a note. I know we all forget from time to time, but it definitely is important say thanks when someone takes the time to do a great job with a story we've pitched. I know that I've thanked reporters before -- I'm thinking of The O, Christine Miles and Stephanie Stricklen in particular -- but it's a common courtesy that probably gets overlooked.

I'll pass the word on to the others that we should really try to remember that...and to be a little less brusque. Your comments are not going unheeded, I swear.

Friday, June 10, 2005 1:22:00 PM  
Anonymous Anonymous said...

I find it interesting that not one of the posts above managed to spell Lise's name the way she does. Don't y'all take accuracy seriously?

Friday, June 10, 2005 3:55:00 PM  
Anonymous Anonymous said...

I'm shocked some fellow journalists would expect a thank you after a story. Come on you guys... grow up.

Friday, June 10, 2005 5:07:00 PM  
Anonymous Anonymous said...

No kidding--we don't need to receive a "thank you" any more than we need to send one. We should just do our respective jobs, professionally and courteously.

Friday, June 10, 2005 5:25:00 PM  
Anonymous Anonymous said...

Thank goodness someone tagged the Legacy people. My newspaper experience with them exposed them as inefficient, ineffectual, inconsistent and, sometimes, incomprehensible. It was a Keystone Kops experience. Legacy needs to fire the bunch and start over. A bureaucratic bunch that seems to think the public serves them, rather than the other way around. Maybe they could find a job with the state.

Friday, June 10, 2005 6:41:00 PM  
Anonymous Anonymous said...

y'all will call me cynical, but I found Lise's comment less a heartful, starry-eyed "how can I do better?" and more a smart PR move, responding quickly to a complaint and spinning the facts into the best light.

that's her job, but she did it well, apparently. everyone loved it.

:)

Sunday, June 12, 2005 9:57:00 PM  
Anonymous Anonymous said...

Again tho, when the story is something controversial, none of the hospitals shine. They hide behind Hippa too much. I don't know how many times they've told us, the family doesn't want to talk, and then we get a call from the family saying they would love to talk and no one's asked them. Then the hospital people get really rude and do all they can to control the situation in riduculous ways.Yet again, when we are doing a PR piece, they make sure we can shoot in the hallways, get releases, etc.
Just be honest, don't hide behind "we don't want to make our employees/patients uncomfortable or hinder them" when PR jobs get total clearance. Like during the OHSU strike. Just say - we don't want you in here. Thanks

Monday, June 20, 2005 2:03:00 PM  

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