Online PR
26 March 2009
Trainer/s: Ged Carroll, Head of
Digital EMEA, Waggener Edstrom
Worldwide

What we will cover today
•Online PR – definition
•Impact of Web 2.0 on PR – consumers, media and stakeholders
•How to develop an online PR strategy:
Auditing and monitoring the online environment
•
Tools, tactics, targets and teams
•
Measurement
•
•Detailed review of the Online PR toolbox
•Online reputation management
2

Who, what, why?
A quick introduction, where you‟re from and
what you are looking to get out of today
|3 |13 January 2008 |Trainer/s: AN Other, Job title and company

Who on earth am I?

Or as my girlfriend sees me…
5

WHAT IS PR?
\"Public Relations is a set of management, supervisory,
and technical functions that foster an organisation's
ability to listen strategically to, appreciate, and respond
\"Public Relations is a to those persons whose mutually beneficial relationships
management function with the organisation are necessary if it is to achieve its
missions and values.\" - Robert L. Heath,
which tabulates public Encyclopedia of Public Relations
attitudes, defines the
“Public relations is about reputation - the
policies, procedures and
result of what you do, what you say and
interest of an
what others say about you.
organization followed by
executing a program of
Public relations is the discipline which
action to earn public
looks after reputation, with the aim of
understanding and
earning understanding and support and
acceptance.” - Edward
influencing opinion and behaviour. It is
Burnays
the planned and sustained effort to
establish and maintain goodwill and
mutual understanding between an
organisation and its publics.” - CIPR

WHAT IS PR? PART 2.0
Number 26 (out of 95
theses): “Public Relations
PR in practice
does not relate to the
“Public relations takes many forms in
public. Companies are
different organisations and comes under
deeply afraid of their
many titles, including public information,
markets.” - Cluetrain
investor relations, public affairs, corporate
communication, marketing or customer Manifesto
relations.
“To add to all the confusion, not all of these titles always relate accurately
to public relations, but all of them cover at least part of what public
relations is. At its best, public relations not only tells an organisation's
story to its publics, it also helps to shape the organisation and the way it
works.
Through research, feedback communication and evaluation, the
practitioner needs to find out the concerns and expectations of a
company's publics and explain them to its management.” - CIPR

Online Public Relations – the reality
•It doesn‟t require a big step change
•Just understanding of basic principles
•Knowing who can support you internally and
externally (sense check tools, select external
technology providers, metrics etc)
•ID‟ing your/your clients‟ comfort zones
•Small steps to achieve your/their PR objectives
•Selecting correct tools and techniques for the job
•Testing, measuring and refining
8

Online Public Relations ownership
Over 50 per cent of online PR is done by marketing and digital agencies
Currently falls between digital marketing, SEO and PR for most orgs
•Technology and jargon
•PR runs the risk of being defined by its channels
•Lack of resources, support and training from CIPR/PRCA etc
•Other digital marketing disciplines filling online PR skills chasm
•Have „brand permission‟ in the online space
9

What is Online Public Relations?
“Communicating over the web and using new technology
to effectively communicate with stakeholders” Source:
CIPR website 2007
“Maximising favourable mentions of the company,
brands, products or websites on third-party sites”
according to 60 per cent of in-house respondents to
an Econsultancy survey
10

There are 3 categories of Online PR
Monitor/
Map/ Promotional
Defensive
Research
Underpinned by
Honesty
Transparency
Rapid response
Process
Integration
Flexibility
11

Papa’s got a brand new PR bag
Search Engine Optimised Releases Advertorials
Online surveytorials
Press release distribution Competitions
Online media relations
Tagged photography Surveys
Webcasts
Press releases Online surveys
Social media releases
TV interviews Skypecasts
Media relations
Online Radio interviews Webchats
Reputation Mashups
Internet radio
Management Photography Podcasts/Vodcasts
Virtual World events Microblogs
Audio features
Investor relations
Stunts Guerrilla activity White papers RSS feeds
Widgets Social network APIs
Search Engine Optimised brand
Folksonomies publications Newsletters
Online monitoring
VNR Brand publications
Internal communications WIKI‟s
Interviews Internal blogs Corporate/Brand blogs
Forums/Boards/Comments Events
Stakeholder relations
Brand ambassador activity
Crisis Management
Stunts Infographics Dark blogs Stakeholder mapping
Conferences
Social Search Press briefings Viral Press trips
Product launches
Social Tagging
Social Networking Social Networking events Crowdsourcing
Social Bookmarking Online media centres Blogger relations
Reputation Bag by Oliver
12
Management Kray

It’s A World Of Change, Isn’t It?
The tenets of strategy are the same as they
have been for the past 3,000 years
Clients are still ultimately measured on the
performance of their business
We still communicate with people
ultimately in mind to be influenced
It has never been cheaper or easier to
produce content
Clients can disintermediate the media and
communicate directly with their audiences
Audiences can easily communicate with
each other on a large scale
We have new media vehicles
The news cycle lasts longer – online news
sources act like an echo chamber

A change in emphasis….
Traditional PR Online PR
•Core contacts and networks •Larger networks changing
rapidly
•Tailored materials
• Catch-all media materials
•Conversational
•Structured
•Disintermediation
•Media vehicles required
•Key influencers: context
•Key influencers= journalists,
dependent
analysts etc
•ROI easier to measure
•ROI difficult to measure
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The golden rule
“People matter, Objects
don‟t”. That‟s all you need
to know about social
media. – Hugh MacLeod
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Golden rule two
UTILITY
Picture: Basheertome

Fundamentals of online PR
•Understand how networked audiences work
•Map online environment to gain intelligence before
planning begins
•Flexible and tailored communications
•Integrate with other marketing disciplines and other PR
channels
•Be meaningful – messages with intent and purpose, not
spin
•Measure and learn
•Agree organisational ownership and chain of command
– Internal PR teams, digital , external
agencies/specialists, combination?
17

Changing behaviours
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Fragmented media landscape

UK consumer media consumption
Share of media time
% of media time for all internet users
Weekdays
•37.2 million UK internet users
•61% population
6
•54.6% of UK households have
7
broadband
34
27
Saturdays Sundays
5
25
74 8
TV
Radio
24 47 48
23
Internet
Newspapers
16
17 Magazines
Source: BMRB Internet Monitor
Base: All Internet users aged 15+
20

Sub-groups on the net 21
Communicate Connect Collaborate Collect
• Blogs • Social Networks • Wikis • Tagging
• Text Messaging • Consumer Created • Social Bookmarking
• Podcast
Media
• Instant Messaging | • Search Engines
• Video Blogs
Twitter • Open Source
• Video / Photo Sharing
• Skype • Creative Commons
• Mash-Ups
Collective Wisdom Customization Conversation Community
• Ratings Sites • RSS • Blog Comments/ • Created by all of the
Responses above
• Wikipedia • Widgets
• Meme Trackers • Fostered by common
• Social News • Virtual
interests
Worlds/Avatars
• Built through
conversations

22

Top 10 social networks
Site World Members 1 Year Change
MySpace 114.15 72%
Facebook 52.2 270 %
Hi5 28.2 56 %
Friendster 14.9 65 %
Orkut 24.1 78 %
Bebo 18.2 172 %
Tagged 13.2 774%

The User Generated Content pyramid
1% Creators – initiate conversation
10% Synthesisers – respond/filter
89% Consumers – read/recommend
and use other WOM channels
24

FINANCIAL TIMES
DAILY
ECONOMIST TELEGRAPH LOADED
GUARDIAN VOGUE
BBC
MEGASTAR
BLOGGERS - SOCIAL NETWORKING
USER GROUPS - FORUMS - WIKIS -
PHOTOS CONSUMER-
GENERATED CONTENT

Dissemination of news
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Media 2.0
Weekly and monthly publications are
left behind:
Wired is still a monthly magazine but
also publishes a plethora of content
every day
Sections are user-generated such as
Found: „Artifacts from the Future‟
Daily publications now publish
several times a day through different
media:
The Times is one of the largest audio
content providers in the UK media
The news cycle lasts longer – online
news sources act like an echo
chamber:
The most linked-to site by English
speaking blogs is the New York Times
online, the Guardian is close behind it

Future of news
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From hard copy to multimedia news
FROM TO
• Most popular stories dictate tomorrow‟s
print headlines
• 47 staff blogs
• Telegraph TV – web TV channel
• Podcasts
• A4 size print your own paper
Telegraphpm
• Comments on every story
• My Telegraph personal news portal,
personal blog space and social network
29

News - reach
One in 24 UK internet visits went to a news and media site. BBC
accounted for 15.45% of these visits Source: Hitwise May 2007
UK Guardian 29.8 m unique users Source: ABCe Jan 2009
22.8 m for Daily Mail (2.3m for paper) Source: ABCe Jan 2009
22.8 m for Times Online Source: ABCe Jan 2009
21.9 m for The Sun (<3 million for paper) Source: ABCe Jan 2009
25.9 m for The Telegraph Source: ABCe Jan 2009
6.7m for Mirror.co.uk Source: ABCe Jan 2009
10.2 m for The Independent Source: ABCe Jan 2009
160 branded quality news sites in UK alone
50+ respected newswires
30

Lazy online PR engagement
Chris Anderson blocks unsolicited PR
Tom Coates and the PRostitutes
“SSPR please stop spamming
Bloggers”
31

Virgin Atlantic case study
Oli Beale, a copywriter
with WCRS wrote to
Virgin Atlantic about his
experience on their flight.
His letter was shared on
the internet as one of the
funniest complaints letters
ever
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Virgin Atlantic case study continued
Virgin aftermath:
912 references on
Technorati
Coverage in all the major
national newspapers
Front page on Yahoo! UK
for two days
Source: Technorati
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It doesn‟t have to be
this way
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36

JetBlue case study
Valentines Day 2007:
130,000 customers trapped in bad
weather conditions
JetBlue fliers were trapped on the
runway at JFK for hours, many
ultimately delayed by days
Only 17 of JetBlue's 156 scheduled
departures left JFK
What JetBlue did
Communicated directly with its
audiences
Admitted that things had gone wrong
 Explained what had gone wrong
 Explained what they were going
to do about it

PRagmatic approach required
•Embrace and understand the environment
• Understand the audience and how influence works
online
• Understand how traditional media is changing
• Knowledge share – workgroups, trend spotters etc
• Get over the „technology‟ hurdle - use the tools
personally to discover PR uses and how to make your job
easier
• It will take time
• You may make mistakes on the way
38

Long tail PR thinking
Reach
Traditional Media
Nationals
Online Media
Trades
Niche sites
Citizen sites
Media websites
Blogs
Reaching Billions
Source: Immediate Future, June 2006
39

Working towards a
strategy
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Strategic approach
Audience Plan (integrate Measure Impact,
Client business
Business Implement
research online and Learn &Identify
and brand
environment
offline thinking) Opportunity
analysis
• Understand the • Understand how • Assess client’s • Design integrated • Story • Mapping
client the audiences business Influence Plan development
• Online / offline
environment and relate to the situation that combines • Media relations
impact & cross-
marketplace brand traditional and • Analyst relations
• Diagnose linking
new channels • Online
• Recognize how • Understand how communications
influencers • Quantitative &
the world of they relate to fitness • Incorporate broad
• Digital qualitative reach
communications each other and objectives
Storytelling
is changing the world • Campaign
• Social networking
• Define your story
around them performance
• Site design
• Apply your story • Online
• How and where • Business impact
to relevant outlets promotions/ viral
to reach them,
• Web analytics
• Blogging/
what are the
podcasting
rules of the
• Virtual events
community?

Monitoring
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Why?
• ID core stakeholders and influencers outside of traditional media/contact lists
• ID where conversations happening and WOM networks of influence on the
web and offline
• ID existing/emerging conversations and trends relevant to your organisation,
brand, industry, key staff etc
• ID which traditional media online rank highly in SEO terms
• Market research, message auditing, pre-crisis and strategic planning, leaks
• To help plan proactive PR and social media strategy
• Traditional PR databases/tools (e.g. Mediadisk, Editors, Vocus) fall short
• Beyond journalists - „Normal‟ people can be influencers
• „Reputation Insurance‟ – Masterfoods
• Mapping techniques can be used for finding and tracking proactive coverage
43

Mapping
•Reputation monitoring software suppliers, specialists and
agencies (over 150 specialist suppliers out there)
• Free tools plus your own internal data (e.g. Web analytics)
• No one solution best – until Google develops „Trends‟
• None fully automated – human analysis/filtering required – an
evolving industry
•Can be costly, so vital to plan: What information is most useful
•Presenting to strategy planners – visual models, Wikis, databases
etc
• How to share and maintain information across teams and
external agencies
44

Key words
ID primary keywords - Organisation, brands, spokespeople,
initiatives, affiliate organisations, known brand detractors,
„competitors‟
•Brainstorm internally and use clients‟ internal departmental data
and external agency data
•Keyword tools: Google Wordtracker
•Web analytics - Your analytics should show your referring key-
words and phrases
•Analyse web log files
•PPC Campaigns
•Online research tools: Hitwise, Comscore and NNR
45

Search engines
Still thinking about key words:
•Search engines – Google, Yahoo, Live, Ask etc
• Check inbound links to your sites via Google: Link:www.yourdomain.com
• And Yahoo: Linkdomain:yourdomain.com
•Yahoo! Site Explorer
•Make sense of what you find
• Organic search and PPC results for each keyword
• Google page rank
• Review source and establish their link community and who they influence
• Establish whether target for PR, link, partnership or monitoring
• Issue cluster
• Contact details
•Search ranking against key words
46

Professional tools and services
Source: Magpie - Brandwatch
Source: Onalytica
Source: Networksense Mapping - icrossing
Source: WexView - Waggener Edstrom
47

Homebrew
Source: Michelle Goodall
48

Social media measurement tools
Blog search engines Make sense of what you find
•Who links to them or cites blog
•Technorati
posts – especially traditional
•Blogpulse
media
• Google blog search
•RSS subscribers
•Quarkbase
• Debate analysis – topics and
•Addictomatic
brand/org share of voice
• Sentiment analysis – positive,
negative, neutral
• Potential target for PR, link,
partnership or monitoring
target
• Issues cluster
49

Alerts
•Google alerts
•Yahoo news alerts
•Review and define source
•See relevant section –
blogs, social networks and
forums, video and photo
UGC etc
50

Social networks & forums
Consider niche, local sites and
verticals, e.g. Teaching –
TeacherTube, UK Teachers Forums,
• Use social network engines to find
them
•Facebook, MySpace, LinkedIn, Bebo,
Ning etc
Review source and establish
influencer ranking
•Who links to them or cites
conversations – especially traditional
media
• Debate analysis – topics, brand/org
share of voice
• Sentiment analysis – positive,
negative, neutral
• Issues cluster
51

UGC: video and photos
52

The curated web
53

Microblogging
Microblogs - Twitter
• If you have an account set
up you can track for
keywords
•Twitter Search
•Twilerts via email
•#Hashtags
Picture by foxypar4
54

Stitching it all together
55

Influence
Popularity vs influence
•Popular stakeholders of an
issue influence many. But
those they influence may not
themselves be influential, e.g..
Jodie Marsh - bullying
• Influential stakeholders
impact those
who matter, directly and/or
indirectly, e.g.. Demos on
social policy
Source: Onalytica
56

Promotional tactics
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Measurement & evaluation
What gets measured gets done
Be careful what you measure
• Evolving web analytics area,
especially buzz and sentiment
analysis
•Speak to your/your clients web
analytics team to see what can
be measured
• Test and learn
•Think about engagement as
well as reach
•Think about ROI Picture by calloohcallay
58

Online media & press centres
Plan to develop an online media
centre? Establish PR objectives
with developers
• Argument for transparent
information for consumers and
journalists – no log-in
• Needs to be:
•Accessible and easy to navigate
• Search function for images, text and video –
ability to tag all media content when adding
for Universal Search
• Searchable archives
• RSS
• Social bookmarking
• Search Engine Optimised releases and media
content
• Social media release
59

SEO press releases
ID primary keywords/phrases relevant to release content and add:
In the release headline
Once in the sub-header (if applicable)
In the first paragraph – keyword density in body text<10%
Also use in alt tag of associated images
At least once in the meta description tag
Once on the URL of the page
Embed links to optimised and relevant content pages on your website
Add release to online media centre, put on posting sites – does not replace „sell
in‟
Must be well written …read and judged by people not just search engine
spiders!
Measure and track response and feedback into process
Old materials can be re-optimised
60

Online media relations
•Most obvious element of online PR - rarely executed well
•PROs „tick the online media box‟ or use wires and posting sites
• Perception online coverage less valuable
• Reality - reach is huge!
• Negative as well as positive coverage stays online for a long time -
affects SEO
• Measurable – e.g. unique users/view, referral clickthroughs,
blog citations, SEO position, outcomes from traffic generated by
referral URL
• Get it right, measure it and watch client perceptions change
rapidly
• You will have ID‟d key targets through monitoring process
• Share learnings between teams
61

Corporate blog
3 things that blog readers demand – compelling content, freshness
and interactivity
•Develop simple policy guidelines for staff and „conversationalists‟
• Get the tone right and expect it to develop over time
• Post regularly
• Designate editors
• Be authentic and honest – your thoughts about ghosting?
• Allow comments – it‟s a blog!
• Link liberally and engage with the blogosphere
62

Social currency and
social objects
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Identifying your social currency and social objects
64

Levels of online PR engagement
Monitoring: no engagement but
active listening to what is being
said about the organisation and
its peers – any related issues
Low-level engagement: as
Monitoring plus response-led
online presence
High-level engagement: as low
level engagement, but proactive
approach, integration with other
marketing and customer services
activities
Picture by cmcbrown

Blog relations
•Read and listen – tonality, attitude to brands and
orgs etc
• Develop a conversation and participate
• Be open
• Soft sell
• Supplement with promotional tactics
• Use experts and enthusiasts
• Provide creative and relevant „blog fodder‟ or
„social currency‟
• Don‟t be afraid of losing some message control
66

Social Networks
•Similar to blogs, „friends‟ demand useful content,
interactivity and kudos
•Time intensive - develop editorial team and simple
policy guidelines for staff and „conversationalists‟
•Each network has different tools and audience – What
works for Bebo-ers might not for Facebook-ers
• Provide regular challenges
• Rank and reward creativity and talent
• Amplify content the network creates
• Set project timelines and communicate this to „fans‟
67

Crowdsourcing
•Open call to „public‟ to solve a
problem and collaborate to help
achieve a goal
• Final solution is usually agreed by
the participating crowd
• Rewards often Whuffie
•Many potential applications for PR
•Idea generation and filtering
•Tasks being carried out
• Time intensive, lack of message
control, multi-territory legal and IP
restrictions are issues
68

Forums & BBS
Depending on brand between 40% -
85% of UK user comment on forums,
bulletin boards etc
But, a definite shift towards blogs
and other forms of social media
Monitor environment, identify and
learn from comments
Same rules as blog relations
Do not recommend a „covert‟
approach or seeding comments
But, opportunity to respond to
negative comments and improve
level of conversation
In majority of cases, forums self-
regulate but occasionally you may
need to post…
69

Curated Web
70

Video and podcasts
Easy cost effective to make and host
compelling podcasts and video
Blogs and social network users happy
to link to good, relevant content
Must be strategic about driving
consumers to it and measuring
impact
Opportunities for PR:
• Create blog and social network fodder or
content for debate/mashups/viral
• Use celebrity broadcast time to create
exclusive video and audio content
• Audio/visual media releases – brings
story to life
•Brand or campaign channels in Youtube,
MySpace etc
71

Wikis
72

Viral
•Audience (demographics, psychographics, geography, available
technology)
• Tonality
• Brand credibility – can you talk to an audience in this way
• Viral motivators – humour, self interest, sex, topicality, extreme
behaviour, charity
• Simplicity – best are often the simplest ideas
•What is the utility?
• Highly commercial channel – few getting it right
• Social media creating own viral effect
•Cost effective?
• Never guaranteed
• Message at the mercy of the recipient
• Influence v impact
73

Virtual world and online events
74

Events
•Don‟t just have to take place in
Second life
• Consider practical use of web
2.0 tools to support on and
offline events
•Capitalise on existing events
•Live blog from events (e.g.
blogging4business)
•Videos and podcasts before
and after event to extend
impact of programme
• Tagged event photo galleries
on Flickr
75

Competitions
Branded coverage on 3rd party sites in return for
prize with a perceived value
•Can be promotional or editorial
•Criteria: minimum prize value, length of
competition, copy / branding
• Live link offered to campaign or org. web sites
• Product/brand/company photography and/or
logo can be used
• What measurement statistics will be provided
• How prize fulfilment works
• What prize terms and conditions required
76

Advertorials
Commercial and editorial teams generally involved in set up
• Advertorials work very well in an online environment, especially when links, full
ROI measurement, opt-in user data, or agreed user reach required
• Important to establish objectives at outset with site
• Copy written and layout suggested by PR - will be amended to suit site „house
style‟ – a hybrid of commercial and editorial copy with agreed levels of brand
control
• Examples of advertorial content include:
• Branded surveys/polls with incentive to link out from hosting site
• Editorial where a greater emphasis on message control required and subject
matter very commercial, e.g. new brand variant launched
77

Infographics
•Interactive visual applications
or web pages
• Add visual support to a
campaign, e.g. BBC‟s British
History Timeline
• Powerful tools which can tell
complex stories
• Excellent „social objects‟ and
offline media materials
• Can create viral effect with
consumers
• Ensure you publish URL in
media materials and link to Picture by Pseudo Placebo
SEO and relevant pages on
supporting web site
78

.
NOW IT’S YOUR TURN
79

Online reputation
management
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Identifying your conversationalists
and reputation team
Reactive and proactive social media •Your reputation audit will have
and online engagement ID‟d staff using UGC/social media
and key
• Crisis management
external advocates, partners etc
• Internal and external stakeholders
• Internal audit to ID your best
not just staff
conversationalists?
• Need to include agencies - Search,
– Are they
PR, DM etc
marketing/communications/PR
staff/agencies
– Senior management
– Do they come from other parts
of the business, e.g.. field sales,
customer service, web
development etc?
People tend to trust ‘people like us’ – Edelman Trust Barometer
81

Typical reputation management roles
• Contextual strike teams
• Information holders
• Defenders
• Conversationalists
• Expert commentators
• „Technical‟ specialists
• Campaign based teams
• Legal specialists
Picture by ktylerconk
82

What’s your plan?
•What do you want to influence
• When will you respond
• How will you cultivate authenticity
• What information is currency
• How will you personalise conversations
• When will you involve legal personnel
•Draft procedures and protocols
83

Each team member should be sure of
their role and responsibility
•How they will receive information
• Rules of engagement
• With whom
• Through which media
• Information timings – embargos
• Exclusivity of information
•Who they report to – chain of
command and who is ultimately
responsible and will support them if
required
• SLA
•What is in it for them
• Acceptable tone
• Measurements and success criteria
Picture by chrisamichaels
84

Strategies for managing unfavourable
comments and opinions
•Is it true?
•If so, what are you doing about it?
• If so, put criticism in context
•Is it on influential site – assess and rank site
• Who is the detractor – are they influential
• Are others commenting
• Is it affecting search ranking
• Assess seriousness of attack – this is where you
should get legal advice
85

Strategies for managing unfavourable
comments and opinions
•Act quickly – the truth will out but ensure others don‟t tell your story
• Involve lawyers as safeguard –mentioning this can get instant results
• Get the facts straight
• Consider message, conversationalist and channels that will be used
• Review procedures/protocols and mobilise the team members
• Humour and self deprecation can help
• Be candid and declare your interest
• Be brief, to the point and transparent
•Consider using combination offline media and PPC, e.g. Google
Adwords
• Keep all email, phone and meeting records relating to issue
86

Bad Phorm
Phorm does behavioural advertising
It records all the web pages that you
visit
The company didn‟t respond fast
enough
•UK and US government
investigations ensued
•Partners pulled out of business
relationships
•Sustained organisedbadvocates
•Mainstream press coverage in The
Guardian, The New York Times

Further reading
Collected papers and essays by The Long Tail: why the future of
danahboyd business is selling less of more – Chris
Anderson
Notre Dame University: Fifteen-
minutes of fame: The Dynamics of Groundswell by Charlene Li & Josh
Information Access on The Web (May Bernoff
13, 2005) by Z. Dezso, E Almaas, A Wikinomics website which is based
Lukacs, B Racz, I Szakadat and A on and extends the book of the same
Barabasi name by Don Tapscott and Anthony D
OECD whitepaper on user-generated Williams
content The Cluetrain Manifesto
Digital Natives Programme by How to use Digg-
Berkman Center for Internet & What I read
Society at Harvard Law School
Google‟s keyword tool

Online press release distribution
Pressbox - free
•PRWeb
•PR Newswire
•Internetwire
•Businesswire
•Sourcewire
•Realwire
•E-consultancy for digital releases
89

Thanks for your time
I hope the course was insightful, informative and
helpful.
www.econsultancy.com
All rights reserved. No part of this presentation may be reproduced or transmitted in any form or by any
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system, without prior permission in writing from the publisher. Copyright © Econsulancy.com Ltd 2009.
|90 |13 January 2008 |Trainer/s: AN Other, Job title and company