Breaking Pride: Peanut Corporation Of America

The day before federal health officials began a criminal investigation into the actions of the Peanut Corporation of America (PCA), Beth Falwell, daughter of PCA founder Hugh Parnell, in an ill-advised exclusive interview spoke to a local station, asking for understanding and the benefit of the doubt.

Federal investigators says PCA shipped out peanut products that had tested positive for salmonella at least 12 times during the past two years. The FDA says PCA shipped each out after retesting with a different laboratory. The interview reveals two messages from Falwell. One is a distraught family member, obviously concerned for the family company that is not likely to survive the crisis. The other is more defiant, claiming that the FDA investigation is exaggerated.

“Right now it’s not a law, maybe it should be. But he didn’t break any laws,“ Falwell said.

On Thursday, we revealed how the PCA had emphasized safety, quality, and freshness of product. However, even Falwell could not deny any allegation of cockroaches in the plant, a leaky roof, or the presence of mold. "I'm not saying there weren't," she said.

Based on the interview alone, it's extremely clear that the Peanut Corporation of America doesn't have a crisis communication team in place. While we pointed to a breakdown of the first step — situation analysis — in the crisis communication process, it seems the communication matches the operations, with extreme negligence. Not once, that we are aware of, had the company expressed any empathy or remorse for those afflicted until the criminal investigation was launched (see the newest statement).

In addition, we recently stumbled onto evidence that this is not the first time the plant has had to recall product due to improper and unsafe operations at its plant in Gorman, Texas, which is now closed. Although the report dates back to the 1990s, the Peanut Corporation of America recalled thousands of pounds of product because they exceeded the FDA's established tolerance level for aflatoxin. Aflatoxins, a fungus, are toxic and among the most carcinogenic substances known.

While manufacturers and processors have recalls from time to time for any number of reasons, the report stands out because mold was one of the many problems that the FDA noted during this inspection and, for years, the company has claimed "providing a quality product at a fair cost has been the credence our business has grown up with for the past 28 years." Incidentally, the family did not own the company between 1995 and 2000 (they sold the company, and bought it back).

Developing Networks: The Hierarchy Of Need

For as long as there have been social networks, there have been tip sheets on why you need them and how to make them. But do social networks really work this way? Are there tips, tactics, techniques, and secrets to Digg, Linkedin, Twitter, Facebook, BlogCatalog, and countless others? Enough so that you need an entrance strategy? Maybe.

Or maybe it's much simpler than that. Abraham Maslow, who published A Theory of Human Motivation and the hierarchy of human needs, suggested that people tend to prioritize basic needs before personal growth before achieving self-actualization. Maybe they do online too.

Scaling The Maslow Slope In Social Networks

• The Need for Hope. When people first join a social network, most of them are looking to fulfill a hope: personal interaction, professional development, community involvement, or some combination of the three. Their initial focus tends to be concentrated on learning the culture of the social network. (Equivalent to physiological needs.) "Maybe this is the next big thing!?"

•Security. As they begin to engage individuals and develop relationships, they start to feel more secure within the network. Their focus shifts to engaging others in conversation, especially people they have met in person or people who support them. (Safety and security.) "Everyone is so nice!"

• Acceptance. As their confidence grows, they begin to feel accepted as part of the group and stand on their own. They are more likely to initiate conversations, even among strangers, because they belong. (Belongingness.) "We belong here!"

• Achievement. As their network grows around them, they receive more recognition and respect. They are more likely to set topic agendas, lead conversations, and earn the respect of others. (Self-esteem.) "Wow! They think I'm brilliant!"

• Change The World. As their perceived influence reaches a peak, they feel empowered to problem solve and perceive social networks as a means to change the world. They take more chances. They originate more ideas. (Self-actualization.) "We can change the world!"

Reversing The Curve In Social Networks

• Insecurity. If self-actualizers distance themselves from people or promote ideas that do not resonate, they become more likely to seek out support from their friends. They are also more likely to leverage relationships for validation. (Self-esteem.) "Maybe I need to look at other people's ideas."

• Reputation. As they leverage relationships, they become more concerned about their reputation and image. They look for ways to recapture their sense of belongingness instead of indebtedness. (Belongingness.) "I was here first."

• Fear. As their individual networks shrink, they become less focused on presenting ideas and more focused on why they are losing followers. Their focus shifts toward attempting to please others. (Safety and security.) "Why am I losing followers?"

• Despair. As the content they share diminishes, they eventually claim network fatigue and abandon the network or reduce their presence. Some will look for other networks; others will claim social media failed to meet their expectations. (Equivalent to physiological needs.) "This network isn't what it used to be."

Staying In A Place Of Self-Actualization.

This might even be why so many people advise that you be yourself. That you don't confuse yourself with a product. And you never mistake authority for popularity. People are people. Maybe you can be too.

"What a man can be, he must be. This need we call self-actualization." — Abraham Maslow

Clashing Communication: Peanut Corporation of America

The Web site of the Peanut Corporation of America (PCA), which the U.S. Food and Drug Administration (FDA) has named the source of the salmonella typhimurium epidemic, is radically changed.

A few weeks ago, the PCA site read much like any site. Although dated, top news items included the opening of a new peanut blanching and granulating facility in Plainview, Texas; a message from Stewart Parnell, president, who expressed that quality and freshness of product are what bring our customers back; and a 2004 “Superior” rating from the A.I.B. (American Institute of Baking) audit at a balancing facility that praised the quality control manager for taking food safety seriously.

At Peanut Corporation of America, we know we need to shine so that you and your customers can be assured of consistent quality, safety, and dependability when you allow us to process your peanuts.

Unfortunately, just as the site experienced its largest and only traffic spike for the wrong reasons, all of that information has been replaced by the Peanut Corporation of America Media Page (illustrated above). The oldest item, entitled "Peanut Corporation of America Announces Voluntary Nationwide Recall of Peanut Butter," ends with: The company prides itself on the quality and freshness of its products and strives constantly to maintain an environment in compliance with federal, state and local regulations and guidelines to provide a clean, safe product.

The newest item, as of Jan. 28, includes a "Statement by the Parnell Family and Peanut Corporation of America (PCA)." The heavy-handed response "categorically denies any allegations that the Company sought favorable results from any lab in order to ship its products."

The statement comes after a flurry of condemning news stories based on the release of a document that lists observations made by FDA representatives. The report details that some lots of peanut butter had tested positive for various salmonella strains. The firm then retested the lots and received a negative status. This occurred several times since as far back as June 2007.

According to the FDA report, the possible cause is that the company had "not established the effectiveness temperature, volume, or belt speed specific to this roster to assure it is adequate as a kill step for pathogenic bacteria." Additional observations included: failure to maintain equipment to protect against contamination, failure to store food under conditions to protect against contamination, and environmental swabs at the facility revealed several areas tested positive for salmonella strains.

Why The Crisis Communication Process Of The PCA Places The Company In Jeopardy.

Since the beginning, the PCA has embraced the classic step-by-step response to the crisis when a step-by-step crisis communication plan did not meet the situation. The result is that the PCA is in a much more critical position that may not be recoverable even upon the insistence that the FD-483 documents “… do not represent a final Agency determination regarding [your] compliance." As soon as that statement was posted, the only analogy that fit was "runaway train."

While the PCA branding efforts had already placed it at considerable risk under the rules of our fragile brand theory, the real breakdown seems to have occurred at the very beginning, during the situation analysis portion of the crisis communication process. Situation analysis requires an unsympathetic internal review of the facts to determine the communication.

A seasoned crisis communicator might have asked the right questions. In this case, they seem all too apparent.

• What happened? A quick assessment of what seems to be occurring on the forefront establishes the context of the communication. At the PCA, the context, simply put, is that they seemed to be the source of salmonella typhimurium epidemic.

• What is the truth? Asking what happened is not enough. Having been part of several crisis communication situations, the very next question is "what is the truth?" Or, in the case of the PCA, it might have been asked differently. Someone needed to ask "were we negligent in our operations and did we do everything we could do to avoid this as we have continually pledged to our customers?"

• What evidence will support or distract from this truth? While it seems unlikely the PCA could have beat the FDA inspectors in discovering every observation, several items in the report could have been discovered first. While the crisis communication team was drafting non-committed but empathetic recall statement, an investigation could have already been underway.

• Despite personal feelings, what do these findings mean? Often times in crisis communication, perception will overshadow any facts. Simply put, it doesn't matter what the FDA concludes. Observations made by the FDA have concluded a severe breach of safety standards that the company had committed to and reinforced in virtually every piece of communication, including the first recall statement. The perception of evidence needed to be determined, and perhaps isolated to specific events, in the situation analysis phase.

• Never hazard a guess. Considering most crisis communication processes have to be executed within hours if not minutes, it is not feasible to assume that all the facts will be gathered. Under any circumstances, do not guess. When Parnell included that the safety of consumers is a priority in his first statement, it was possibly a guess. While it does not excuse the plant from wrongdoing, the question he needed to ask was "were my people ensuring safety as a priority?" And if not, why not?

It is never easy to see companies self-destruct under the weight of a crisis. But as communicators, whether internal or external, it is our job to be even tougher on our clients or customers during a crisis. Had the PCA crisis team been tough on the onset, it may not have saved the company, but it would have made the crisis much more manageable.

More on this crisis next Tuesday or possibly as events occur, including highlights on how other companies handled a crisis that may not have originated with them, but impacted them and their customers nonetheless. It's important because most people have never heard of the PCA. Customers only know products.

Poisoning PR: Peanut Corporation of America

Almost 20 full days have passed since the Minnesota Department of Health suggested King Nut brand creamy peanut butter as a likely source of salmonella typhimurium, and was quickly linked to Peanut Corporation of America (PCA), which provides ingredients to more than 180 peanut butter products.

In the days following, company after company began recalling peanut butter products: Snacks, cake mixes, candies, cookies, crackers, ice creams, pet foods, pre-packaged products, etc. Jarred peanut butter is not part of the recall.

Kellogg Company was one of the first, placing on hold on certain Austin® and Keebler® branded Peanut Butter Sandwich Crackers immediately following the news that the PCA was the source on Jan. 14. It recalled those products two days later, and has expanded its recall since. Jenny Craig, Inc. was one of the last. It issued a voluntary recall of select Anytime Peanut Butter Flavor Nutritional Bars on Jan. 27. It is important to note that involvement in the recall may be precautionary.

The U.S. Food and Drug Administration (FDA) is also publishing a long list of company recalls issued by company here. Although most of the recall releases follow the FDA recommended guidelines, the subtle variations suggest vast differences in corporate cultures, crisis experience, and customer relations.

Some companies offered refunds. Some offered replacements. Some offered nothing.

Some companies offered direct contact lines. Some companies offered the CDC hotline. Some offered no contact.

Some companies included quotes. Some companies quoted the FDA, CDC, or even the president of PCA. Some did not.

Highlights of recall release notes from several companies.

“Landies Candies apologizes for any inconvenience to our customers,” said Lawrence R. Szrama, president. “Landies Candies’ product quality and consumer safety have been our top priority for over 23 years and our decision today reflects that tradition.”

"The health and safety of our clients are our number one concern,” said Amy Armish, Director of Food Technology and Quality Assurance, Jenny Craig, Inc. “We are communicating directly with our clients and consultants and are urging all clients who have purchased or are in possession of this product to immediately destroy them. Clients seeking a replacement bar are being asked to visit their Jenny Craig centre or call their Jenny Craig consultant and a replacement bar will be issued in its place or an adjustment made to their next order."

"We are in full cooperation with the FDA during this recall process as we only want to provide the best, and safest product to our customers. Thankfully no illnesses have been reported in conjunction with any of our products," said Jay Littmann, CEO and President of Chef Jay's Food Products.

Mark Tarner, President of The South Bend Chocolate Company, said: “we are taking these steps out of concern for our customers”.

"We regret the need to take this action, but the complete safety of our customers and consumers is our highest priority," said Chris Geist, Chief Operating Officer, Premier Nutrition.

"The safety of our customers is our highest priority, and in keeping with the recommendations by the FDA, we are urging all consumers who have purchased or are in possession of this product to immediately destroy them," said Sharon Tate, Vice President of Quality Assurance, NutriSystem, Inc. "Customers seeking a replacement bar are being asked to call a NutriSystem representative at 1-866-491-6425 or e-mail PBbar@Nutrisystem.com and a replacement bar will be issued in its place."

"With an abundance of caution and given the FDA's ongoing investigation of PCA, we're doing all we can to ensure consumer safety and trust," said Gary Erickson, owner and founder of Clif Bar & Company.

"The safety of our customers has always been our number one priority," said Stacie Behler, vice president of public affairs for Meijer. "Meijer has taken these precautionary steps to help protect our customers and will return this product to our stores only once it is safe for our shoppers."

"Product quality and consumer safety have been our top priority for over 90 years and our decision today reflects that tradition,” said Robert Denning, president and CEO, Perry’s Ice Cream. “We apologize for any inconvenience to our customers."

"The actions we are taking today are in keeping with our more than 100-year commitment to providing consumers with safe, high-quality products," said David Mackay, president and CEO, Kellogg Company. "We apologize for this unfortunate situation."

When compared side by side, the differences between the communication becomes the communication. It reveals where the company places concern, who they feel is best suited to deliver the message, and to some degree, which have a crisis communication plan in place and which might not. We recommend all companies have a crisis communication plan.

We also recommend all communicators and public relations professionals buy an AP Stylebook. Titles need to be lower case when they follow a name (except CEO when used as an acronym). Yes, this includes "president," except President of the U.S.

The most telling recall releases of all are from the PCA.

The Exert on Jan. 10: PCA's facility and products are frequently and rigorously tested for salmonella and other microbiological contamination, including hourly sampling during processing and subsequent analysis by an outside, independent laboratory. No salmonella has ever been found in any of PCA's product.

The Quote on Jan. 13: “We deeply regret that this has happened,” said Stewart Parnell, owner and president of PCA. “Out of an abundance of caution, we are voluntarily withdrawing this product and contacting our customers. We are taking these actions with the safety of our consumers as our first priority.”

The Quote on Jan. 16: "We deeply regret that this product recall is expanding and our first priority is to protect the health of our customers. Our company has worked around the clock for the last week with federal regulators to help identify any potential problems. Our Blakely facility is currently not operating as we continue to work with federal food safety investigators," Parnell said.

The Truth on Jan. 28: Officials say the Peanut Corp. of America plant had repeatedly shipped products that the company's own initial tests found to be positive for salmonella. They say the company also failed to take standard steps to prevent contamination within the plant.

As of 9 p.m. on Jan. 25, more than 501 persons infected with the outbreak strain of salmonella typhimurium have been reported from 43 states. The infection may have contributed to eight deaths. Our heartfelt sympathies are with the families.

There are too many companies and too many conclusions to be drawn from such a sweeping epidemic in a single post. We are opening living case study, which will consist of a series of posts strung together by the label "PCA", beginning tomorrow with what seems to be a severe breach of public trust by that company. The posts will not be daily, but frequent.

It is our continued hope that communicators will learn how to better prepare for crisis communication by blending proven processes and a deeper appreciation for situational communication. Crisis communication is more than a list of bullet points and boilerplates. And every company, sooner or later, will face one.

Balancing Acts: Real-Time Communication

An interesting, spontaneous, and live debate occurred between Shel Israel, co-author of Naked Conversations, and Scott Monty, a new media communications executive at Ford Motor Company, on Twitter, the popular real-time short messaging service, today.

The discussion began shortly after Israel pointed to a New York Times article. It provides an engaging look at real-time social media in action.

Here is a portion of it, minus background noise and side discussions.

Monty: Shel, the issue is a little more complex than you're making it.
Israel: Issues are always complicated until a solution simply emerges.
Monty: A single, nationalized standard is what's needed, not state-specific standards.
Israel: Ca welcomes other states to join our standard. The Ca standards 1st offered 12 yrs ago. What progress has Detroit made towae=rd compliance during that time? During that time what has Detroit spent to block or delay the standards during that time?
Monty: The entire auto industry - not just *Detroit* - is behind a single, national standard. You should familiarize yourself with what Ford is already doing (and plans to do) to meet fuel econ & emissions standards.
Israel: So then, you should have no problem with selling Fords everywhere that comply with the new Calif, emissions standard, right? Now ask that question of your customers.
Monty: This is just me speaking (not Ford): I think a single, high standard would be preferable to multiple standards. We're raising the fuel economy standard across every single vehicle we make - to best-in-class or among best-in-class.
Israel: How much $$ was spent by Detroit to oppose tougher emission standards. What would have happened if you had invested in R&D.
Monty: It's not just R&D Shel. It's the associated $ to retool entire plants.
Israel: You know, I've been sympathetic to Detroit, but if given a choice between sustaining Earth & Sustaining Ford Motors--sayonara.
Monty: Just goes to show me that you know next to nothing about our sustainability efforts. You should research before you tweet. (To others: Please check out some of our efforts in the green area. There's lots here http://bit.ly/1KtP73)
Israel: Golly, Scott. You don't sound like that when I take Ford's side. Why is it that I'm considered knowledgeable then & stupid now?
Monty: Because you did your research then.
Israel: My position requires little research Calif chooses strict emission standards. Ford can choose to comply or not. I do not argue that Ford is working on sustainability. But you are unwise to say that the Feds should prevent CAlif. standards.
Monty: I don't think the CA should be denied (again, Scott talking). If we use that as the single standard, great. Not multiple states
Israel: When Calif acted out of frustration, Detroit went to DC to stop us. There's been a recent change in policy.
Monty: If CA wants to spend its money to fight global warming, good luck. There are other important priorities at stake in the economy.
Israel (hours later): [Scott Monty] wants to point out the good efforts Ford has made and in fact, I believe that's true. But Detroit doesn't get to set the pace.
Monty: You're absolutely right. There's a new pace being set - but at the same time we need to operate within what's realistic now.
Israel: With all due respect, that's precisely what Detroit said to CA in 1997, when hearing were held in this state. CA is throwing down a Green Gauntlet. It's an easier challenge than Kennedy saying man would walk on the moon in 8 yrs. It's time to take the issue seriously for the sake of your kids & my grand children.
Monty: With all due respect, Shel - when did you become an automotive analyst? We've got no problem taking it seriously. We're moving faster than you know. ... But real business decisions need to be made for today as well as for tomorrow. It's a balance.
Israel (hours later): With all due respect, no expert on automotive but I do see an entrepreneurial opportunity when I see one. I'll be happy with any company that complies w/standards. I'll be at the Ford showroom the day you meet that standard. I'll even tweet your virtues.

What wasn't communicated that could have added value to the conversation?

California took the lead in setting the strictest auto emissions because it began taking steps to regulate emissions well before federal standards were set. In fact, California has been at this much longer than Israel gives the state credit. The California Legislature passed the Mulford-Carrell Act, which combined two Department of Health bureaus — the Bureau of Air Sanitation and the Motor Vehicle Pollution Control Board — to establish the Air Resources Board (ARB) in 1967. The ARB wasn't even California's first emission reduction effort.

However, California is also the leading polluter in the United States. In 2008, the American Lung Association's 2008 State of Air Report, California metropolitan areas account for five of the top ten most long-term particle polluted metros (with seven cities received a failing grade) and five of the top ten most ozone polluted metros (with twelve cities receiving a failing grade) in the U.S. The cause isn't automotive as much as it is lifestyle.

Of course, much like California, the automotive industry has a mixed record on environmental issues too. You can find an extensive, and reasonably brand neutral, account of the automobile and the environment by Martin V. Melosi right here. It doesn't take an automotive industry expert to deduce that fuel prices more than any other factor dictate what consumers will purchase.

When gas prices are high, like they were in the 1970s, consumers buy fuel-efficient cars. When gas prices are low, they buy SUVs. The American automotive industry tends to compete better in the latter market, although Ford does have 13 U.S. models that achieve 30 miles per gallon or better. The Ford Focus was named one of the top ten greenest cars in 2008.

The American automotive industry has made significant contributions in the development of green vehicles, sometimes at the expense of their own viability (and sometimes for the benefit of competitors). And sure, they've made mistakes too. But blaming the automotive industry for attempting one of the trickiest balancing acts in history seems disingenuous.

You see, I drove one of the earliest electric cars in the 1990s. The public didn't want them. The infrastructure wasn't in place to support them. They were creepy quiet to drive. And, while researching them, nobody could tell me what they planned to do with all the spent batteries. In fact, almost 20 years later, there is no real indication that any of this has changed en masse.

The bottom line is that we need solutions. However, considering we all contribute to the problem every day, those solutions will only come from shared accountability and consensus building. We need discussion over diatribe, the kind that has helped us realize substantial reductions since the 1960s.

Do real-time online conversations add value to communication or cause confusion?

It depends on the conversation and the participants. This one today, despite praise from observers, doesn't add much value.

To his credit, Monty delivered more communication than non-communication during the discussion, better than 2-to-1. In comparison, Israel delivered more non-communication than communication, almost 3-to-1. But this wasn't a boxing match.

Nobody wins, especially those who were listening.

Even with what little truth was alluded to, it's difficult to walk away with a real appreciation of this complex issue beyond polarized content. Simply put, Twitter was not a suitable platform for this discussion. Beyond that, maybe you can tell me.

Measuring Communication: Intent, Part 1 (ROC)

Many executives lose interest in them. Some communicators dismiss them. And a few people have called for their death.

Considering the backlash, we might even ask: What did the mission statement ever do to deserve such dissent and disinterest? Or maybe the question ought to be: What didn't it do? Or even better: What did we do to it?

What is a mission statement?

Simply defined, a mission statement and its various counterparts — purpose, vision, core values — provides a brief description of a company’s purpose and answers why the organization exists for the publics it strives to serve.

"We have chosen to specialise within the hospitality industry, by offering only experiences of exceptional quality." — Four Seasons

It also needs to be in the forefront of every communicator's mind, regardless whether the focus is advertising, internal communication, marketing, public relations, social media, etc. Why? Because if a company and its employees cannot consistently define why an organization exists, then one day it might not exist at all. Seriously? Seriously.

Best Buy: Our business strategy is to bring technology and consumers together in a retail environment that focuses on educating consumers on the features and benefits of technology and entertainment products, while maximizing overall profitability.

Circuit City: ? (One of the most looked for, but never found.)

Why don't some mission statements work?

Internet searches reveal hundreds of different reasons why mission statements don't work, ranging from underdefined and overcomplicated to underutilized and overreaching. Take your pick. But in reality, the only reason mission statements fail is the people behind them.

Either people placed too much effort into defining what a mission statement "should" do and not so much effort in what the company does do or they abandoned it all together in favor of the flavor du jour. As a result, some mission statements become overloaded with statements about diversity, empty marketing promises, and ego-driven prose. Others become dusty while the company moves on without them.

Do strong mission statements have common denominators?

Having been part of several strategic planning sessions for various companies since the early 1990s, it seems to me that "should" only consists of four letters when applied to a strategic planning process. It's a dirty word. However, despite various opinions and schools of thought, there are generally four common denominators that the strong mission statements share.

• It defines what the company does.
• It defines what the objectives are.
• It considers various publics.
• It differentiates the company.

"We will provide branded products and services of superior quality and value that improve the lives of the world's consumers, now and for generations to come." — Procter & Gamble

Why is a mission statement important to communication?

Regardless of how a communicator feels about the mission statement, it remains as part of the presentation for communication development, brand management, and measurement. Just as a mission statement and its various counterparts provide an underlying direction for the company, it provides direction for communication.

"To bring inspiration and innovation to every athlete in the world. If you have a body, you are an athlete." — Nike

It is also one of three components to consider in defining the intent of communication. As Philip Kotler once put it, the mission statement acts as an invisible hand that guides employees to work independently and yet collectively toward the same goals. It also provides a baseline of expectations that various publics will use to define their impression of the company.

While we could delve into the methods and differentiate product-oriented models vs. market-oriented models, the purpose of this post is simply to reestablish its importance in defining intent. After all, if an organization cannot communicate or reinforce why it exists, then it leaves its purpose open to interpretation and the risk of brand erosion or failure.

This doesn't mean the mission statement has to appear verbatim in all communication. Far from it. Since mission statements are measured by the experiences of customers, they can be reinforced in different forms across advertising, marketing, public relations, and social media.

For example, Four Seasons communication frequently reinforces exceptional experiences. Nike's "Just do it" campaign almost always captures inspiration. And Procter & Gamble, even though it markets multiple branded products, is still reinforced by "Touching lives, improving life" and "Everyday solutions" All three have public relations efforts that tend to follow suit. So do their community relations programs. And so does their internal communication.

In sum, the mission statement (or other definition of company purpose) is an ever-present part of communication, even as it is influenced by SWOT and other strategic planning methods (presented next week) or as specific communication tactics are developed to meet objectives. It is the presentation behind the presentation.

We help agencies, companies, organizations, and communities produce the most effective communication possible by composing powerful messages across all media. — Copywrite, Ink.

Download The Abstract: Measure: I | O = ROC

The ROC is an abstract method of measuring the value of business communication by recognizing that the return on communication — advertising, marketing, public relations, internal communication, and social media — is related to the intent of the communication and the outcome it produces. Every Monday, the ROC series explores portions of the abstract.