Internal PR Jargon: Defined

Every profession has its own language – what we call “jargon.” In public relations, there seems to be a lot of it floating around. On a daily basis at agencies I’ve worked for, I’ve heard words unnaturally applied to things and even words that just sound made up. Here are a few of my (least) favorites:

• Circle back – most commonly used to mean, “to get back to you on that.” In my experience, this is the most often used internal jargon word. I have heard it upward of 10 times in one half hour meeting. Because of the latter, I am now cynical to its use. Instead say, “Let me check that and get back to you in __________ amount of time.”
• Populate – most commonly used to mean, “add information.” I have often heard this used as, “to populate a spreadsheet.” It’s an easier way of saying, “Could you put all these names/addresses/emails in the spreadsheet?” but sounds silly the first few times you hear it.
• Surfaces – most commonly used to mean, “when I see him/her again.” Used in a clause: “When she surfaces again…” I think of someone swimming and coming up for air.
• Bandwidth – most commonly used to mean, “capacity.” Used in a sentence: “Do you have the bandwidth to handle this project?” My internship supervisor asked me this question a lot to see if I was able to take on an extra client project that day.
• Support – most commonly used to mean, “help.” Used in a sentence: “I have the bandwidth to lend you support on that project.” Threw in an extra jargon word because I could. Support sounds much fancier than “assistance” or “help.” Oooh, so jargon-y!
• Status – most commonly used to mean, “update.” Used in a sentence: “Could you provide me the status on that press release?” You could also say, “How is that coming along?” or “Where are we at on this?” But that’s not nearly as fun!
• Hits – most commonly used to mean, “the amount of coverage a story got.” This word sounds abusive and negative, but for public relations people, it’s actually very positive. This is also the only word in this list I use with pride. 

These are not nearly all the jargon words that are used in public relations, both externally and internally, but they are some of the most memorable to me. What are some your favorites and least favorites?

 @94KatieAnderson

Let’s Talk About Phone Etiquette

As a part of my intern duties this summer, I am backup phone answerer. The job may not sound like much – it may even sound terrible to you – but it teaches you a lot about human relations. 

It also teaches you how irritating people are.

I work at an important firm that works with a lot of important people. Most of these people have a divine sense of entitlement when they call. 

Here’s how a typical day in the life of answering phones goes for Katie:

• “Thank you for calling [FIRM NAME]. This is Katie – how may I help?”
• “Uh, yeah, can I speak to [NAME] please?” 

I’m going to pause right here. Excuse me sir or madame, did your mother never teach you how to introduce yourself? Assuming I will patch you through to your requested party with no further questions asked is supremely ridiculous. 

• “May I ask who’s calling?”
• “[Name]”
• “…And where are you from?/Will he or she know what this is regarding?”
• “S/he will know.” 

Pause again. NO!

• “I’m sorry [REQUESTED PARTY] is currently unavailable. May I take a message?”

AKA, this would be a lot easier if you had just told me your information in the first place.

• “Could you just have s/he give me a call back?”
• “And what is your best call back number?”
• “Oh, s/he has it.”

I guarantee otherwise.

• “I still need it for the purposes of taking this message – just in case! Sorry!”
• *Frustratedly gives number*
• “Okay, I will pass along your message! Thank you so much! 

Now let’s analyze how this comes across:

• “Uh, yeah, can I speak to [NAME] please?” Your failing to state your name and presuming I know who you are makes me think you have a sense of entitlement, as you are assuming you can get to whomever you want, whenever you want, without having to answer to anyone.
• “He or she will know.” Again, your sense of entitlement is showing. Sure, maybe your requested party will know who you are, where you are from and what you would like to discuss, but I have also frequently answered calls in which the requested party had no idea who the caller is. In the case your requested party is unavailable, you will inevitably have to give me this information, so you might as well just say it from the start.
• “Oh, he or she has it.” Promise they don’t have your number on hand. Guarantee they would have to look it up, which would take much longer than if you just recited the 10 numbers. Assuming your requested party has all the details on your life is way too cocky.
• *Frustratedly gives number* No, just no.

Luckily, there are some easy steps you can take to combat your poor phone etiquette:

1. Your name should be the first thing out of your mouth. Don’t assume the person answering the phones will recognize your voice and patch you right on through.
2. Where you’re from/what you’re calling about should be the second thing out of your mouth. Again, don’t assume the person taking your call recognizes your name. S/he more than likely does not.
3. Compliance and a total lack of sass should be the theme of your phone conversation. Don’t wear your sense of entitlement – that can be left at coat check.
4. If you say it while wearing a smile, it will come across much nicer than with your exasperated sighs. Being polite is not that difficult.
5. Say thank you. For the love of god, say thank you.

Answering phones can be wholly frustrating and horrifying. It rapidly teaches you to dislike people. But, answering phones also teaches you how to be patient, kind and helpful. Human relations begins with interactions. With every interaction, you grow stronger in your skill. Just try not to kill the person on the other end of the phone.

 

@94KatieAnderson