A public relations protocol is a "procedure manual", which establishes the guidelines and commercial communication policies in the company.
Some of the elements that this protocol contains are:
Forms of communication:
Letters, interviews, forms, etc. Company
information policies:
What freedom you have to talk about the company.
Defense of corporate secrecy
Communication guidelines: Relationship between client and company. Guidelines and policies in customer relations. Communication limits, schedules, topics etc.
Philosophy of commercial communication: Communication principles applied in the company.
Type of message that is sent according to each situation: Responses consistent with the characteristics of the company and its service policies.
Determination of functions: Who takes the information and who is responsible for processing it.
An example: A customer calls a company to complain about a product.
By procedure, surely whoever takes the call will communicate that user with the customer service department who will take the complaint.
He will clearly inform about the mechanisms of action to solve the problem.
This goes in the public relations protocol.
Note: It is important not to confuse the public relations protocol, which is an internal document, with the commercial protocol that includes the rules of etiquette and behavior in sales, external relations and corporate information.
There is no single manual or procedure, generally the forms of communication depend on the management style that is given to the company.
