Although it had its genesis in a consulting practice that was already several years old, and its first employee had been in place for several months, inmedia Public Relations Inc. was legally incorporated on November 5, 1998, and so today is our tenth birthday.

I would be less than forthright if I said that 10 years after launching a technology focused PR firm that I had accomplished what I thought would be in place a decade out. The tech meltdown damn near put us under and the continued severe contraction of Ottawa’s tech sector means we have slim pickings here at home. And my initial business proposition, that we could create an agency of excellence and extract a premium from the marketplace for that excellence, has proven to be a tough pitch in a market that too often has yet to be weaned off mediocrity.

But we survived the meltdown, the only exclusively B2B technology PR practice in the city to do so. Today, we get very well paid for our excellence from clients who have come to understand the difference. And our deliberate business development strategy over the past three or four years has been to embrace Ottawa clients certainly, but also to aggressively pursue business anywhere and everywhere we see a good opportunity.

My excellent colleague Danny Sullivan’s self-repatriation to his native Scotland a few years back opened a whole new front for us, and our far-reaching Google Adwords campaigns and this blog have brought us amazing opportunities from many other corners. With Ottawa accounting for about 35% of our revenues, we have embraced clients and projects in Calgary, Toronto, Montréal, Fredericton, Moncton and St. John’s; in Boston, Jersey City, San Jose and Chicago; and in Edinburgh, Glasgow, Farnborough and London.

If the business outcome has not been everything I hoped for 10 years ago, the experience has been nonetheless incredible. Most noteworthy has been the extraordinary people who have come to work with me here at inmedia. In an industry where average employee tenure has been pegged at less than a year, inmedianauts tend to hang around for much longer, with the average tenure here topping three years and some having spent five, six and even seven years on board. The consultants who work here are the real product that we sell, and I have had the unmitigated pleasure of consistently being able to bring to market the very best product in the PR industry, period.

Similarly, we have worked on some amazing projects with some of the brightest minds in technology, business and marketing. Our web site lists nearly 90 clients with whom we have worked over the past 10 years, and each and every one of them has represented a unique story, a unique set of market dynamics and a unique set of media and analyst targets to whom that story needed to be told. It is this ever-changing nature of the business that makes PR consulting so fascinating to me.

It has been rewarding, challenging and frustrating, as most any worthwhile venture inevitably is. It has also been a period of considerable personal and professional growth, and I look forward to learning even more as this little PR company continues.

Technorati Tags: inmedia Public Relations, public relations, technology, entrepreneurship, birthday

“I’ve just come to expect that my (public relations) agency can’t write,” was the astonishing admission I heard a few weeks back from a vice president at one of Ottawa’s larger technology companies who called us to see if we’d be interested in participating in an agency review process.

(I’ve promised not to name him (or her) for reasons that will be obvious as you read the rest of this post.)

I could hardly believe my ears. But yes, he said, it had long been his experience that the PR practitioners he had been dealing with from a range of different agencies and across a number of companies just weren’t very good writers, and so it fell to him to write most of the materials used in his campaigns. One of the key reasons he was approaching inmedia, he told me, was our very strong reputation in the marketplace as superb writers, a reputation he said was confirmed when he read our blog and web site.

I chalked this one up to what I assumed was just an unfortunate experience on the part of one technology marketing executive until I relayed the story to a colleague last week, a CEO at another technology company here in Ottawa and an insightful marketer in his own right. I was again utterly gobsmacked when he said he didn’t view writing as a core requirement in the PR function, that the ability to pitch the story was far more important.

“And what do you do,” I asked him, “When the pitch is initially well received and the next words out of the reporter or editor’s mouth are, ‘Sounds good, send me something about it.’?”

Here’s the thing. To work at inmedia and, I believe, to be an effective media relations practitioner anywhere, you must be able to write at an expert level and you must be able to effectively pitch what you’ve written. There is no hierarchy between these two fundamental skills. Lack one, and you’re out of the game.

And here’s why.

To believe, as these two otherwise successful technology marketers clearly do, that writing is either not terribly important or that your PR function, whether internal or an agency, can be permitted to be lousy writers, is to completely beggar the entire communications process.

In the first instance, despite all the wonderful new communications tools at our disposal, most journalists still want to see something in cold, hard black and white, even if it is delivered electronically. And even if they don’t ask for it, it’s just gotta be in your best interests to give them well-written material so they have the complete story, with all the relevant facts and accurate spellings of company, product and people’s names to which they can refer. This is just so basic I’m staggered it needs stating.

Second, how in the heck does a PR practitioner demonstrate her or his understanding of the story without writing about it? Yes, a properly written document proves the communicator can — gasp! — communicate. That is, the words run together in some sort of comprehensible order, everything is spelled correctly and the commas and periods are in the right places. But it still won’t be any good unless the person writing it actually has a thorough grasp of the subject matter.

Effective writing is not a case of cutting and pasting bits and pieces from other documents to make a different document and it needs to be more than a merely technically accurate use of words, grammar and punctuation. Effective writing is the process of distilling what has been learned — from other documents, certainly, but also, and critically, from interviews with a range of subject-matter experts — into a new piece of work. It not only communicates the story to all who read it, it also demonstrates understanding.

Bottom line: If your agency can’t write about it well, they almost certainly can’t pitch it well. And even worse, they probably don’t even understand it well.

So, did we get the business? Well, that’s another story that I cover here: The Ottawa inferiority complex theorem strikes again.

Technorati Tags: writing, pitching, media relations, business development

Most of us in Canada are no doubt familiar with that amusing commercial from Rogers about a fellow bragging to his friend about his new high-definition flatscreen television, despite the fact that the picture quality is horrible because he lacks the HD box for his television to display a true HD signal.

Well, this week my eight-year-old antique gave up the ghost. I had long ago decided that, should the day come, I would go with a Sharp Aquos 1080p LCD television. Within 24 hours of the old TV’s death, I had the new one on the wall.

Now, to set up the new TV, I simply connected my standard cable without any HD box, fully expecting to be confronted by god-awful picture quality that would be unbearable to watch.

But, to my utter amazement, the picture quality was at least as good as it was on my old TV. There was none of the blurry distortion dramatized in that Rogers commercial. Maybe I am not enjoying the full HD experience, but I certainly do not feel a pressing need to rush out and buy the HD box.

Granted, this is my personal experience after having the new TV set up for only an hour. Perhaps I am missing something.

But before I even got the TV home, I was in the electronics store shaking my head at a split screen comparison of the quality difference between a regular DVD picture and a high-definition Blu-ray disc picture. Again, there appeared to be a little exaggeration at work. Later at home, I played a standard DVD movie on my standard DVD player through the new LCD TV. When compared to the split-screen comparison I saw in the store, the picture quality was much closer to that of the Blu-ray than it was to the standard DVD as it was portrayed.

Comparisons can be a very effective means of selling buyers on the merits of your product or service, but in the bid to create that ”wow” factor that allows your product to fly off the shelves, be cautious about massaging the facts. Your product may clearly be better than your competitor’s, or the status quo, but be careful about trying to present those advantages more dramatically than they really are. Sure, you may dupe the unsophisticated buyer, but, guaranteed, there are plenty of savvy people who will see through the gimmick and out you on — oh, I don’t know — a blog, perhaps?

Technorati Tags: high definition, HD, Sharp Aquos, LCD, Blu-ray,  DVD, Rogers, marketing, advertising, product comparison

When it comes to the next generation of technology companies taking root in Ottawa, Enablence is definitely at the top of the heap. At OCRI’s Technology Executive Breakfast this morning, CEO Arvind Chhatbar revealed that the company’s meteoric rise over the past 18 months has been driven by the often elusive ability to recognize true opportunity when it arises.

As Arvind described it, Enablence is in the business of making the optical part of optical networks work more like electronics. With more than a dozen different product lines already in its pipe, the company develops and manufactures optical components, subsystems and systems to meet our ever-growing appetite for high-bandwidth services. A key focus is FTTH, or, fibre to the home. Enablence is eager to sing the death knell of copper-based networks that suffer from extreme bandwidth limitations that only get worse with distance.

Arvind offered the telling example of trying to download a movie over a standard “high-speed” Internet connection over copper wire, vs. fibre. What would take a couple of hours on the one is reduced to a mere minute or so on the other.

Over the past four years, Enablence has positioned itself as a key player in this space through innovative product development and timely acquisitions, driven by about $95.5 million in financing to date from angel investment, private placement and a public offering. It has grown from a handful to more than 200 staff. The hockey stick on the revenue projection slide in Arvind’s PowerPoint presentation has to be seen to be believed.

What I found noteworthy is how the company has arrived at this point, which Arvind is quick to say is still an early stage. When Enablence was founded in 2004, the label “optical company” was considered fatal. Ottawa itself was still reeling from the loss of a host of startups in the optical space that had wizened away despite tens, if not hundreds, of millions of dollars in venture backing. Was this a challenge for Enablence? Certainly. But it also provided significant opportunity.

How?

1. Early on Enablence raised $5.5 million in angel financing, a sum that is that much more impressive considering the sour climate at the time. But the money wasn’t raised from local friends and family familiar with the industry. They were still licking their optical-investment wounds. Instead, Enablence looked further afield to contacts who had made their money in other sectors, such as oil and gas, and were looking for fresh investment opportunities.

2. The meltdown that had cut so deeply into the employment ranks at home and abroad had put a lot of top talent into play at a good price. Enablence was able to snap up some of these great people.

3. By the same token, there was a lot of equipment to be had at bargain prices, as well as facility space.

4. Despite the ongoing need for cash, the company wasn’t afraid to say no to the sure thing if the terms were not palatable and instead explored other options, such as listing on the TSX Venture Exchange. In fact, the company turned away a fat cheque that had one key string attached — Arvind had to resign in favour of a new CEO hand-picked by the investor.

5. The company has so far avoided the need to look at outsourcing manufacturing to China by investing in state-of-the-art manufacturing that is highly automated, thereby reducing labour costs from the outset.

It’s by being able to recognize and capitalize on such opportunities that has allowed Enablence to put itself firmly on track to become, as Arvind said, “a force to be reckoned with in the optical world.”

Technorati Tags: FTTH, fibre-to-the-home, Enablence, Arvind Chhatbar, OCRI, optical, financing, business development, investment, angel financing

As I sit here, 36 weeks pregnant and a short week from my maternity leave, my commute into work has become untenable and so I’m thrilled to be living in an age where I can reasonably work from home. I’m not the only one, it seems, according to several interesting recent stories in publications like BusinessWeek and ComputerWorld. Both of these stories talk about entire businesses dismantling their brick and mortar operations, saving substantial overheads and, according to the BusinessWeek article, boosting productivity.

Because inmedia is a global operation, we have been working with remote consultants in different countries and different time zones for several years now to great success. We communicate constantly and although it’s not quite like being in the room, we are more than able to work together as a cohesive unit and deliver high quality service to our clients. Regardless of where the consultant is, we’re quick to send a quick note or pick up the phone to hash out ideas or collaborate on getting the job done. The tools that we need to connect with our media and analyst targets are, thankfully, easily transportable. The days of the hard copy press kit are quickly receding and thus as PR consultants, we are less encumbered by reams of paper and manilla folders.

It’s my opinion that the very nature of consultantcy lends itself well to this model, but of course, it wouldn’t and doesn’t work for everyone. Consideration must be given to the individuals involved and the nature of the work. Still, with experts on telecommuting predicting its increase in popularity and with coworking spaces gaining momentum, it’s undeniable that the more connected we become to our coworkers and clients, the easier it is to disconnect from the trappings of a traditional workspace.

Technorati Tags: telecommuting, consulting, coworking

In previous posts, we have made fleeting reference to the changes in our business since we each began our PR careers and also to our interest in clean technology and protecting the environment in other ways. A post in today’s MarketingProfs newsletter marries those two topics together and therefore resonates with us.

When I was involved in more consumer focused media relations and publicity, there was, at the time, a requirement for hard copy press kits by the hundreds that were packaged together with the consumer goods we were offering up for review, sent out by mail, by courier and offered up at media events. As time wore on and as technology and how people accessed and consumed information changed, we gradually got away from hard copy photos and press kits in favour of electronic versions. Although it was not with environmental considerations in mind at the time, upon reflection, there was indeed a monumentous reduction in the amount of paper and energy used to distribute the relevant media materials.

Fast forward to present day, when technology is even more pervasive in our lives. I honestly have a difficult time recollecting the last time that I put together a hard copy media kit, but can confidently say that it was at least several years ago. It’s great that our industry has moved, or is making the move, to be more environmentally friendly, whether it’s a conscious effort or a happy by-product of the changing way in which media gets its information.

Technorati Tags: environment, public relations

Is it surrealist to blog about blogging? It’s not my intention, but should this post turn into an Escher-esque experience, I’ll ask you to please bear with me.

There has been considerable media coverage in recent days about corporate blogging and blogging as it pertains to B2B marketing. Forrester, a well respected technology analyst firm, recently released a study analyzing the role of blogs in b2b marketing and survey results that indicate, “The number of business-to-business (B2B) firms that started blogging in 2007 plummeted compared with 2006 as corporate bloggers ran into roadblocks stemming from a misalignment between invested effort and expected returns. Rather than cross blogging off of the marketing communication list, B2B marketers would do better to embrace one of the four strategies prominently used by bloggers to attract readers, build conversations, and engage community members in sharing their experiences with their online peers.

Four Blog Strategies Produce Community Marketing Value

Strategy One: Be A Conversation Starter, Not A Spoiler

Strategy Two: Make Blog Content Entertaining, Easy To Digest And To Use

Strategy Three: Connect The Dots Between Events And Community Involvement

Strategy Four: Invite Thought Leaders, But Coach Them On Community Etiquette”

According to The Leading Edge, a PR technology trends blog, “infrequent and boring content” is what ails the high tech companies that responded to the survey. This blog has some interesting statistics from the study and I would encourage you to visit the link above to find out more.

The bottom line is that blogging, like any other marketing activity, should adhere to best practices. Those companies that are not deriving value from this particular communication channel are probably not meeting all of the challenges inherent with utilizing a new method of communication to reach customers, influencers and prospects. Since blogging was the “hot, new thing,” you would be hard pressed to find a company that hasn’t at least considered hopping on the bandwagon and starting its own blog. Those that are likely to be successful, though, are the ones that carefully considered the reasoning behind the blog, the objectives that the companies were hoping to accomplish by starting their blogs, and how this channel could support their full range of marketing activities.

Coming up with fresh, intelligent, conversation-starting blog posts with regularity can be challenging, to be sure, but whether the effort and potential return on investment are worthwhile is a question that each company must answer for itself before diving headlong into blogging.

Technorati Tags: blogging, public relations

itWorldCanada has a useful piece today about sources of funding for technology research and development. I was hoping it would point to some novel sources but it focuses on the two usual suspects, the National Research Council’s Industrial Research Assistance Program and the Scientific Research and Experimental Development tax credit scheme administered by Canada Revenue Agency. Still, it’s a helpful review of what kind of company and project qualify, and it presents some strong testimonials to the merits of the programs.

Technorati Tags: IRAP, SRED, research and development, funding

Last week was quite an extraordinary one for Ottawa’s start-up community.

Wow. When was the last time over the past six or eight or 10 years that I could make a bold statement like that and not have the guys in the white coats start measuring me for a jacket that buckles in the back?

And no, I’m not referring to a spate of product launches or company foundings or even venture capital funding announcements that would have been the basis of such enthusiasm in the past when Ottawa’s technology sector was dominated by capital-intensive efforts to invent a better telecom system or new semiconductor.

Instead, my enthusiasm today comes from a series of events we attended last week, all of which we blogged about and all of which contributed to a subtle but undeniable sense that something very exciting is afoot.

On Monday, I joined a warm and standing-room-only crowd at DemoCampOttawa9, where developers from six companies demonstrated their applications and received scads of intelligent, creative and constructively critical feedback from their peers.

Tuesday night, several generations of Ottawa technology entrepreneurs helped Ian Graham celebrate the official opening of his novel and creative co-working and collaboration space, TheCodeFactory. A series of short speeches was book-ended by veteran Denzil Doyle and emerging company founder Scott Lake. We here at inmediaare such big fans of what Ian is doing that we’ve signed on as founding partners of TheCodeFactory and we’ll be watching with more than passing interest as he builds a facility that is much needed in this town.

Wednesday night was The Ottawa Network’s regular monthly Start-up Drop-in at LaBarge Weinstein and this was when the penny really dropped for me. As I wrote here Friday, every speaker was, among other things, sounding the consistent notes that Ottawa’s start-up community is focused on exciting new opportunities in the online world, is actively supporting its individual members and is building a broadly collaborative and globally minded ecosystem that may just yet spit out the next Facebook.

Thursday night I took a pass. But my colleague Leo Valiquette attended an event that in many ways emphasised one of the key realities of this exciting new world. In a session titled, “Buddy, keep your million, but buy my product,” The Ottawa Network in collaboration with the city’s various technology clusters came to the inevitable next stage of its now three-year-old series on how to tap into venture capital.

The first year, the title was, “Buddy, can you spare a million,” emphasizing the traditional route to building a company — beg for whatever venture capital you can lay your hands on.

The second year’s title, “Buddy why should I give you a million,” betrayed the fact that most of the begging was going wholly unanswered as VCs shut their wallets and became unyieldingly skeptical about the business plans they were seeing.

Last week’s title brought the whole thing full circle. If you can’t beg funding from VCs who either don’t have it or won’t invest it, then you have to build a company the old-fashioned way — develop a product and find someone who wants to pay you money to buy.

What a concept.

Fortunately, this reality now aligns with what Ottawa’s startups are doing anyway. Exciting and promising new ventures really can be launched on a shoestring. When a budding entrepreneur needs help, there is a wealth of events to attend, or many willing peers in the community who will contribute counsel or even hands-on support. When the venture grows a bit larger, places like TheCodeFactory will give it an affordable home. And by the time the VCs come calling, they really won’t be needed very much.

Hold the buckled jacket. It really is an exciting new day here in Ottawa.

Technorati Tags: Start ups, DemoCamp, The Ottawa Network, TheCodeFactory, entrepreneurship, venture capital, technology, business, bootstrapping

I’ve written here before about the abject failure of most technology implementations intended to assist in the delivery of customer service. And I know criticising customer service is such an easy target that it makes shooting fish in a barrel seem a highly skilled undertaking. Still, my experience last night with Rogers, one of Canada’s two major telecommunications and cable television providers, really did take the cake.

Now, Rogers is so pathetic at customer service that I used to have a Treo phone on its wireless network that consistently — and erroneously — told me the operation had failed every time I tried to perform a call-forwarding function. I lived with the problem for nearly four years rather than try to find the Rogers person who might be able to fix it.

Last night, I had to call them. Although the company has a web portal that is supposed to allow me to manage my wireless services, it almost never is able to do what I need it to do. If Rogers really cared about service, I would be able to do what I wanted to online or, at least, seamlessly switch from online self-service to an operator-assisted session, with that operator able to see what I had been trying to do, able to co-browse through the online portal with me and actually help me get what I need.

And lest you think I’m describing some kind of crazy wonderland here, let me assure you that the ability to do just that exists today in the form of our client ciboodle and its customer interaction software.

But enough of a client plug; back to my story.

I couldn’t get what I needed online so I had to call. (Insert shudder o’ loathsome horror here.) The IVR system was a little changed, and seemed to be intended to drive me to the right department within Rogers’s customer service operation so I followed it down the rabbit hole until it concluded I wanted to talk to someone about my business wireless service.

Sorry, Alice; wrong hole. The agent who answered asked me my name, pulled up a record, asked my postal code and said it didn’t match what was on his record. Of course it didn’t because, helpful IVR notwithstanding, he had pulled up my residential cable account, not my business wireless service. And then he knew almost nothing about what I wanted, which was to upgrade my data plan, and I had to tell him what his own product offerings were so he could sell them to me.

But at least I eventually got what I needed. I wasn’t even that minimally successful with Black & Decker, whose online store was also my starting point yesterday to source a new battery for my cordless grass trimmer. Unable to find the product anywhere online, I used a form to send an email asking where I might find a replacement battery. I listed my part number and the model number of the trimmer and asked where online I could find one or who here in Ottawa, Canada, might stock them.

I received a reply in suspiciously swift order and, sure enough, it had all the hallmarks of a machine-generated — and therefore nearly useless — response. Not only was it hopelessly generic, it actually directed me to click on a URL that took me to one of those advertising services that squat on like-sounding domain names, in this case www.blackanddeckertools.com.

Dear Black & Decker: Do you care so little about your brand and its reputation that you can be so careless in safeguarding it? Do you have so many customers that you can afford to send them to a wholly unaffiliated domain-name squatter? Is this maybe one reason why your stock price is languishing near its 52-week low, about two-thirds of what it was a year ago? Does lousy customer service damage the bottom line?

Just another day in customer service paradise, I guess.

Technorati Tags: technology, customer service, customer interaction, IVR, Rogers, Black&Decker, ciboodle