Amid the rapid transition to Digital and the emerging technologies such as Artificial Intelligence, Augmented Reality, Machine Language, human touch continues to retain a great degree of meaningful connections and bring in authenticity in brand communications and in Public Relations. Authenticity in PR and marketing is now vital for creating lasting brand value and differentiation. Carefully crafted messages are no longer sufficient; openness and genuine engagement are imperative.Also read:Leveraging Authenticity: Strategies for positive change & lasting stakeholder connectionsHow PR is revisiting storytelling narratives to create authenticity for new age consumersThe Art of Authenticity in Public Relations: Honesty Over False CommitmentsJyotsna Dash Nanda, AVP - Corporate Communication, DS Group, pointed out, “The 2023 Edelman Trust Barometer study revealed a significant shift in consumer behaviour, with 63% basing purchasing decisions on a brand’s values alignment. This necessitates a move from controlled messaging to transparent and authentic PR strategies.”She further said, “Today’s informed consumers can easily detect inauthenticity, and inconsistencies between brand messaging and actions (“say-do gap”) erode trust and damage reputations. Trust crumbles when a brand’s actions contradict its advertised values. Conversely, authenticity strengthens the bond between the brand and the consumer. PR professionals need to be well-positioned to champion authenticity by prioritizing open communication and storytelling that showcases real experiences and humanizes the brand. Building trust-based relationships with journalists ensures accurate media portrayals while selecting brand influencers whose values resonate strengthens authenticity for both parties. As consumer demand for authenticity grows, PR professionals who prioritize genuine communication will be best equipped to navigate the evolving media landscape and build lasting public relationships.”According to Priya Patnakar, Head of Communications at PhonePe, “Authenticity in PR matters because our audience today is bombarded with multiple messages across channels from various brands. Every brand is trying to communicate with its customers constantly and sell customers their story. In this ‘Attention economy’, it is important that your message should be relatable to the customer and the communication should be bi-directional – involve the customer in the story so that it does not seem like the brand is preaching to the customer.”“The perception of authenticity has evolved as today’s customers have a lot more access to a brand given how connected the world has become. They interact with the brand on digital platforms, look at social media on the brand, and also have access to both formal and informal channels which help them form their perception of the brand. Their worldview is no longer limited to the ‘official PR’ narrative which the brand chooses to share with them. Given this, it is even more important for brands to clearly define and live their brand values. Being authentic is no longer a ‘nice to have’, but is imperative to build a meaningful and long-lasting relationship with customers.” Mou Chakravorty, Associate Director of Marketing Communications at Deloitte India, highlighted the increasingly blurred lines between marketing, public relations (PR), and communications. She emphasized the rapidly changing consumer behaviors driven by multiple factors, particularly the dominance of technology and digital consumption."We are living in a world where consumer behaviors are constantly changing due to multiple factors," Chakravorty noted. "One of the biggest differences is the way technology and digital consumption have dominated our world, where we live, transact, and plan through highly tech-enabled digital content consumption patterns that keep us in an always-on mode."This shift necessitates content generation across various channels, including print, online, broadcast, and social media. However, the race to meet demands or rank higher often results in repeated, plagiarized, and fake content flooding these channels. With the advent of tools like OpenAI's ChatGPT, content generation has become remarkably accessible."Thanks to OpenAI-led ChatGPT, content generation is now child's play for everyone," Chakravorty observed. "However, unique human perspectives cannot be machine-generated. The power of authentic storytelling requires human creativity to form narratives that resonate with audiences and add value."Authentic narratives possess the power to effect change, build trust, and establish credibility and thought leadership among stakeholders, thus contributing to comprehensive brand positioning. Chakravorty underscored that today's public relations fundamentally values authenticity."Public relations today values ‘being authentic’ at its core because it not only helps organizations effectively communicate their messages but also fosters meaningful relationships with their audiences, leading to long-term success and positive brand perception," she added.Geetu Batra, PR & Communications Lead, Cheil India, stressed on the crucial role of authenticity in today’s communication landscape, especially amidst the proliferation of AI-generated content. She emphasised that authentic content resonates with audiences, builds trust, and humanizes brands. Batra outlined the playbook for authentic communication: transparent storytelling, alignment of values with actions, and openness to feedback. “Deviating from authenticity risks damaging a brand’s reputation,” she warned.Leveraging AuthenticityAuthenticity – being true to your values and acting consistently – has become a powerful tool for businesses to drive positive change and build lasting connections.Jyotsna Dash Nanda listed some of the narratives that have worked effectively:Align Values with Actions:Example: ITC’s Social Forestry Initiative: ITC, a leading Indian conglomerate, embarked on a social forestry program decades ago. This initiative not only provided raw materials for their business but also empowered local communities and fostered environmental sustainability. This alignment of business goals with social impact exemplifies authenticity.Transparency in Communication:Example: Sebamed India’s Ingredient Disclosure: In a market saturated with unproven claims, Sebamed India took a bold step by disclosing the exact science behind their products’ ingredients. This transparency built trust with consumers and positioned them as a brand focused on genuine skincare solutions. (Sebamed is a German brand known for its medicinal skin care products, particularly those formulated with a pH of 5.5 to match healthy skin's balance. Founded by a dermatologist in 1957, Sebamed offers a variety of gentle and effective options for all skin types.)Owning Up to Mistakes:Example: When a 2019 video exposed Domino’s India’s hygiene issues, they went beyond apologies. Their “Food Safety Screw Up” campaign openly acknowledged the mistakes, implemented stricter protocols with staff training and audits, and offered discounts to regain trust. This transparency and commitment to improvement showcased authentic ownership that helped them weather the crisis.Empowering Stakeholders:Example: Hindustan Unilever Limited’s Project Shakti: Hindustan Unilever Limited’s (HUL) Project Shakti empowers rural women as micro-entrepreneurs to sell their products. This initiative not only expands their reach but also creates economic opportunities at the grassroots level.Long-Term Commitment:Example: The Akshaya Patra Foundation’s Mid-Day Meal Scheme: The Akshaya Patra Foundation, a not-for-profit run by ISKCON, provides nutritious mid-day meals to millions of children across India. Their consistent dedication to this cause for over 20 years showcases a deep commitment to social impact.Nanda’s advice was to walk the talk “so that you espouse your brand values. Don’t let your brand vision and purpose be a statement which you display at strategic points, while not living them. Your leaders and brand custodians should be walking and talking examples of what the brand stands for. I believe brands seem most authentic when they tell their own story. Therefore, it is important to build strong inhouse channels which can take your story to your audience. For example, communicate about how you are making your customer’s lives better and easier; highlight the causes that your brand supports; the values that it lives by; and also share stories on how your employees are an embodiment of those values. Authenticity is about taking action and being consistent in communicating them. It is finally a continuous journey which communications teams need to work towards.”

In an era dominated by digital landscapes and evolving consumer expectations, the Public Relations industry finds itself at a pivotal juncture. With authenticity emerging as a cornerstone of brand-consumer relationships, the art of storytelling takes center stage. As the narrative landscape evolves, PR professionals are compelled to revisit traditional approaches. In this ever-changing landscape, the quest for authenticity becomes paramount, urging the industry to redefine its storytelling paradigms to forge deeper connections and foster genuine engagement in the digital age.Adgully reached out to some leading PR leaders to understand how they are revisiting storytelling narratives to create authenticity for the new age consumers.Jaideep Shergill, Co-Founder, Pitchfork Partners, noted, “In an age marked by abundance of information, where brands vie for attention amidst a cacophony of content, it has become imperative for the PR industry to leverage our storytelling expertise towards promoting more honest and authentic narratives. This strategic shift is even more relevant today as new-age consumers seek truth, rather than polished narratives. Any communicator in the 21st Century who caters to the younger demographic should have a detailed understanding of their audience’s thought process. They are the "King," as Marketing 101 reminds us, and our messaging needs to reflect their values and concerns; everything else will follow.”“This discerning generation is cognizant of the products and services that they use, with an inclination of avoiding products sourced unethically or manufactured through unfair labour practices. They have an ability to sift through volumes of content and select the most authentic narrative in the media that best reflects their preferences. In such a scenario, content becomes more than mere information; we as communicators must move beyond manufactured perfection and embrace real storytelling, flaws and all. Identifying a brand's unique story, prioritising transparency, showcasing positive impact, and utilising real consumer stories can be effective steps. Overall, communication should be rooted in values of the brand, and it should reflect in the narrative,” he further elaborated.Pooja Chaudhri, Executive Director, Concept PR, believes that storytelling is a potent tool to communicate something. She said, “We have grown up listening to stories and being inspired by them, even if they are untrue. For example, one story often told to emphasise that change needs to be gradual is that of a frog in a vessel that gets boiled when heat is increased slowly. We all take it as accurate, even though experiments have repeatedly shown that a frog jumps out of the vessel when the heat becomes uncomfortable, even if it increases gradually. I believe storytelling is more sequential, but adding the essence of narrative can considerably improve the impact. A narrative allows one to share different points of view, and highlight the core message. I believe that if adequately done, narrative storytelling can be a powerful tool to create authenticity for new-age consumers.”“The traditional storytelling methods of the PR industry often miss the mark with today’s consumers, who yearn for authenticity and genuine connections,” remarked Valerie Pinto, CEO, Weber Shandwick India. According to her, “To truly connect with this new-age audience, it is crucial to humanise your brand. Share behind-the-scenes glimpses and engage in authentic interactions. In the era of two-way communication, brands can no longer shy away; instead, they should embrace it. Encouraging user-generated content that mirrors diverse perspectives and experiences is essential. By involving consumers in the storytelling process, we not only build connections, but also cultivate a sense of shared ownership. After all, the heart of a brand lies in the stories it tells and the community it builds.”For Geetu Batra, PR & Communications Lead, Cheil India, the new-age consumer is Gen Z, which has just entered the workforce and, in a few years, may become the dominant consumer segment. It is important to create bespoke content that is tailored to their tastes and preferences. She noted that it is the first generation to be born into the age of social media and has a form for ever-shortening attention spans. So, narratives that lend themselves to short-format content like videos and reels will pass muster. The content needs to be visually appealing so that it doesn’t get passed over for another high-decibel video.“They are not avid platform loyalists, so do not hesitate to experiment with formats like videos, articles, and podcasts while crafting the narrative. There is no easy answer, but it pays to remember that authenticity is the byword for this generation, and sticking true to the values that we espouse is paramount at the end of the day,” Batra advised.