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Business

Successfully Submit Press Releases and Informative Articles

Adhere to Best Practices, Follow Guidelines, and Write for Your Audience

By Peter Lyle DeHaan, PhD

Consider this: “ABC Company, a strategic provider of advanced business technology applications to facilitate organizational utilization of game-changing convergent networks, announced today the release of its unprecedented Widgetizer solution, which is guaranteed to revolutionize existing technological infrastructures overnight.”

This is a fictitious example of an all-too-common press release. It’s a lesson in how not to submit press releases. On any given business day, I receive multiple news announcements and an article or two. Only a small percentage ever make it into print or get posted online.

Author Peter Lyle DeHaan

Although the practical restriction of limited space in a printed medium is one reason, the reality is that most submissions were doomed from the start—much like the above example of verbosity.

Whether submitting a press release or trying to place an article, when you seek publicity, understanding how publishing works is the first step toward successful placement.

Target Your Submissions

When submit press releases or content to a periodical is not like shooting a shotgun, where pellets disperse in a general area with the hope of some hitting the target.

Rather, getting published is more like firing a rifle, where a single, carefully aimed bullet has a good chance for success when you submit press releases. True, not every shot will hit, but the chances are much greater than just blasting off a shotgun in all directions.

With email, the temptation is to fire off hundreds of messages at every possible target, regardless of how relevant. Doing so, however, reduces your thoughtfully composed prose to spam, earning it a quick end and damaging your reputation as an email marketer.

A carefully targeted approach is a better way to go.

Know Your Target

My first article submission was published. This gave me a false sense of success. I assumed getting published was easy. The reality was that I knew the target publication. I’d been a subscriber for years. I faithfully read each issue and understood the content and style of the articles they used.

The same applies when you submit press releases.

Tap Online Resources

Most periodicals have websites, which often post useful information for aspiring contributors. The first step is to check their website for direction.

My publications’ websites, for example, give guidelines for writing and submitting articles and press releases, including the preferred length, the method of submission, writing style, and so forth.

Limit Communication

In today’s publishing world, some editors will respond to emails about submissions, but most do not. Contacting them when you shouldn’t will just irritate them. Only reach out when needed and according to their online submission guidelines.

At best, hope for a brief response. Today’s editorial staff must do more, in less time, and with fewer resources. Don’t take it personally if they ignore your email or send a terse reply. Make the best of any communication and move forward.

Know Your Subject

My first article was “All About Pagers.” I knew the topic well, working for a paging company and with several years of experience. You’d think my writing would have flowed easily. It did not.

As I began to write, I realized how much I didn’t know. Fortunately, I was able to find the missing pieces and fill in the gaps. The result was an informative submission that clicked with the editors.

It’s easy to spot—and dismiss—authors who write about things they don’t understand. Don’t be one of them.

Follow Directions

The quickest way for you to be ignored when you submit press releases and articles is to assume the rules don’t apply to you. Editors more readily use material that follows their guidelines and needs less editing.

They don’t make rules just because they can, but to make the process easier for everyone.

If they request your submissions via an email attachment (my preferred method), then do it. Other publications avoid attachments and prefer the text be in the body of the email.

Also, if a piece is too long, the publication will edit it for length. The reality is, when an editor is on deadline or pushed for time, content requiring significant editing will often be delayed or deleted.

Increase your chances of publication by simply following directions.

Don’t Miss Deadlines

Deadlines exist for a reason. Without them, a publication would never make it to the printer. Be aware and follow submission deadlines (usually posted online and printed in each issue).

If you promise an article by a certain date, don’t miss it. If you want your hot news item to be in a specific issue, get it in on time; sooner is better. Weekly papers—and especially magazines—have a much longer lead-time than most people imagine, so be aware of it and adhere to it.

Third Person Preferred

Writing objectively in the third person gives your piece integrity. It’s more credible. First person is never acceptable in news releases as it comes across as self-serving, bragging, or unnecessarily introspective.

Always write press releases as an impartial third party. Articles generally work best in this same style. Notable exceptions are how-to pieces and first-hand accounts—such as this book. If you have any doubt about which style to use, act like a reporter and write in third person.

Proofread Carefully

Too often, I receive press releases and articles that have serious errors. Some writers didn’t even bother to spell-check their work. This is a sure way to lose credibility and frustrate an editor. Make their work easier by double-checking yours.

Enlist the help of a coworker or hire your own editor. It’s not realistic to successfully proof your own work. This is because you know what you intended to write, so that’s how you read it, easily overlooking errors and mistakes.

Expect Edits

It’s tough to work hard on a piece only to have someone else change it. Similarly, it’s easy to become enamored with what you wrote, wanting to see it published verbatim. But this is unrealistic.

Even the most experienced authors have their work edited. This can be for many reasons. A common one is length, another is style, and a third is content suitability.

Sometimes giving a piece a different slant makes it better fit a publication’s focus. Or an editor may remove a section because it doesn’t work well with the issue.

Although some publications have a reputation for twisting, manipulating, or even corrupting an author’s work, most make a good-faith effort to retain the writer’s intent and present their work in a positive way.

Avoid Hyperbole

The more spectacular the language, the less believable it is. Overused words include “unique,” “revolutionary,” “leading,” and “premier.” Avoid them in your writing.

Exaggerated copy and unsubstantiated claims only serve to push away readers and weary editors. Yes, clever wording has its place, but when it surpasses the message, something is wrong, and clear communication doesn’t occur.

Conclusion

There’s no guaranteed way to get your news item or article published, but implementing these ideas will increase the chance of that happening.

Marketing Tactics Success Tip

The more effort you put into crafting a professional and engaging piece for a publication or website, the greater the likelihood of having it published.

Read more in Peter Lyle DeHaan’s Sticky Series books, including Sticky Customer ServiceSticky Sales and Marketing, and Sticky Leadership and Management featuring his compelling story-driven insights and tips.

Peter Lyle DeHaan is an entrepreneur and businessman who has managed, owned, and started multiple businesses over his career. Common themes at every turn have included customer service, sales and marketing, and leadership and management.

He shares his lifetime of business experience and personal insights through his books to encourage, inspire, and occasionally entertain.

Categories
Healthcare Call Centers

Call Center Credentials

By Peter Lyle DeHaan, PhD

You say and believe that your call center is good, but can you prove it? What you need is a credential. A credential is the verifiable recognition from an independent third party that you have earned and met a standard level of performance. Credentials fall under three, sometimes overlapping, classifications: agent testing, certification, and benchmarking. The following organizations provide one or more of these services:

Peter DeHaan, Publisher and Editor of AnswerStat

BenchmarkPortal manages the call center database originated at Purdue University’s Center for Customer-Driven Quality. This data warehouse of call center best practice statistics includes thousands of call centers in 24 industry segments. These performance data are used to establish best practice call center goals.

With this information, BenchmarkPortal is able to offer a call center certification program. It is based on a quantitative approach, rather than a qualitative approach (where performance issues depend upon the judgment of a trained auditor). It begins with a thorough statistical comparison between the call center seeking certification and a peer group of similar call centers in the same industry sector.

The certification is based on a balanced scorecard approach, which assumes that certified call centers are able to manage calls at a high level of both efficiency and effectiveness. Specifically, it means that they deliver high quality in terms of results and do so at a low cost. Using established scientific methods to measure the achievement of certifiable best practices standards, the results pinpoint areas of high performance and quantifies gaps in areas of low performance.

The Call Center School supports industry testing and certification in several ways. Students may attend an entire track of Masters Series programs or one of their two-day classroom programs to earn certification in a given topic area from The Call Center School. Upon completion of coursework, students may to take a mastery exam to demonstrate knowledge in a subject area. Those students with a score of 80% or higher are awarded certificates from The Call Center School.

For some students, this certification is an end in itself. For others, it is an intermediate means of preparation for the industry-wide Call Center Industry Advisory Council (CIAC) certification testing. As an official Training Consortium Partner of CIAC, The Call Center School offers organizations the option to purchase combined training/testing packages for one-stop shopping for education and certification.

The Senior Partners of The Call Center School have been involved in certification since its inception in 1995, serving on the initial CIAC Board of Directors. The Call Center School is the only training organization where all its faculty members have earned the CIAC Certified Call Center Management Consultant designation.

CAM-X (Canadian Call Management Association) offers two testing programs addressing agent performance and quality. These are the Award of Excellence and the Call Centre Award of Distinction.

The Award of Excellence program, started in 1989, is a benchmarking tool to test call center agents at telephone answering services in telephone technique, call control, client knowledge, and overall service quality. Over a six-month period, participating organizations are called ten times by mystery callers. Independent judges listen to the recordings of the calls and assess a score. The average of all ten scores becomes the overall score. Those achieving a score of 80 percent or higher will receive the Award of Excellence, presented at the annual convention.

Call Centre Award of Distinction: The Call Centre Award of Distinction program was created by CAM-X in 2000 to meet the needs of members who serve call center and contact center clients. The program focuses on customer relationship management, courtesy, etiquette, and proper call techniques, providing unbiased testing for quality assurance. The Call Centre Award of Distinction operates in the same manner as the Award of Excellence, however the evaluation criteria is geared towards advanced call processes not covered by the Award of Excellence program.

Customer Relationship Metrics offers CATs® (Completely Automated Telephone surveys). CATs programs are cost-effective, have high response rates, and a fast Return on investment (ROI). They are designed to accurately measure the service performance of callers. The company’s proprietary, comprehensive reporting provides information regarding performance at the business unit, team, and agent levels. This provides a call center with an action plan for improving service, training, and coaching to exceed customer expectations. The program supports call centers in their efforts to improve customer satisfaction, increase operational efficiency, attract more clients, and develop best practices that are in alignment with customer needs.

CAT surveys provide higher value than conducting telephone interviews using a live interviewer. Also, with the national “Do Not Call” list, customer research using live callbacks is no longer an ideal method. CATs allow call centers to collect caller feedback automatically and in real-time (at the close of a call) that is statistically reliable and valid. In most cases, CAT surveys can do everything a telephone interview does while completing more interviews at a lower cost.

In addition to providing CATs to call centers, Customer Relationship Metrics can also benchmark your calls with those of other companies (they do tens of thousands of surveys every month). This is done at no additional cost each quarter; they can also provide monthly comparisons upon request. This program is a useful means to assess how one center compares to others.

JD Power and Associates offers a call center certification program. Call centers that become certified by JD Power and Associates can show that they are “process-oriented, professionally managed, and focused on providing high levels of caller satisfaction.” Further, this effort helps call centers to “improve caller satisfaction, increase efficiency, attract more clients, and develop best practice standards.”

Phase one of their certification includes evaluating a call center’s:

  • Recruiting, training, and employee incentives
  • Management roles and responsibilities
  • Standards for performance measurement
  • Quality assurance

For those centers that meet phase one performance standards, phase two is surveying a random sample of callers. The intent of the survey is to ascertain caller satisfaction. The survey results are quantified and compared to a national benchmark. Those operations achieving a score of 80% or higher may then become certified by JD Power and Associates. Certified call centers receive a trophy and relevant promotional material.

For more information, contact Jonathan Brookner at 203-354-4593 or jonathan.brookner@jdpa.com.

NetReflector provides automated solutions for agent and contact center performance monitoring and benchmarking. The company integrates multilingual online survey technology with CRM (Customer Relationship Management) applications and incident management tools to measure caller satisfaction and loyalty scores in real time. NetReflector combines these quality indicators with internal call performance metrics to generate a series of balanced scorecards by geographic region and individual contact center, all the way down to workgroups and individual agents. This provides an accurate, up-to-the-minute picture of contact center performance and effectiveness – in any language.

These scorecards are delivered in an online reporting environment designed to fit the needs of all internal audiences, from agents to upper management. It provides the actionable, real-time insights necessary for successful change strategies to drive operational efficiencies and enhance company profitability.

NetReflector is a wholly owned subsidiary of GMI.


The National Certification Corporation (NCC) offers a variety of credentialing options for healthcare professionals. Although certification is limited to nurses, subspecialty examinations which lead to a certificate of added qualification are open to multidisciplinary populations including physicians, primary care nurse practitioners, nurse midwives, physician assistants, and others. More than 60,000 professionals have earned their RNC (Registered Nurse Certified) or certificate of added qualification.

Core examinations awarding the RNC credential are Telephone Nursing Practice, Inpatient Obstetric Nurse, Neonatal Intensive Care Nurse, Low Risk Neonatal Nurse, Maternal Newborn Nurse, Women’s Health Care Nurse Practitioner, and Neonatal Nurse Practitioner. Subspecialty examinations are Electronic Fetal Monitoring and Menopause Clinician.

Computer examinations are available throughout the year. There will be a paper and pencil examination administration on August 19, 2005 for institutions with six or more candidates for any exam mix. Exams are given at the institution sponsoring the opportunity.

SNUG (Startel National Users Group) has developed “a three-tiered educational program to provide members with certification levels covering the areas of their business with the focus on achieving 99.99% annual run-time,” said Dan L’Heureux, SNUG executive director. The three areas are CSR (customer service representative), supervisor, and site.

CSR Certification: The CSR certification program is designed for a telephone answering service to certify and accredit CSRs. The goal of the CSR certification program is to offer CSRs a professionally prepared program where they can be tested and accredited in customer service skill sets based on the features of the accredited telemessaging platform.

Supervisor Certification: Examination candidates are given problems and case studies to solve. They also answer questions in essay form about system operations and procedures. Supervisor Certification is as much a test of character as it is a test of knowledge.

Site Certification: The 24/7 site certification program sets forth nearly 60 criteria to be met or exceeded. These specifications represent a collection of the best practices and guidelines to which call centers must adhere. Certification specifications have been developed for Startel systems, the Amtelco Infinity system, the Telescan Spectrum, Professional Teledata’s PInnacle, and Alston Tascom’s Evolution.

Read more in Peter Lyle DeHaan’s Healthcare Call Center Essentials, available in hardcover, paperback, and e-book.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of AnswerStat and Medical Call Center News covering the healthcare call center industry. Read his latest book, Sticky Customer Service.