Posts Tagged ‘Crisis PR’

Crisis PR — The Lightning Round in Dealing with a Badly Babbling Blogosphere

Sunday, January 2nd, 2011

Disaster Landing!

Posted by Tom Gable

What happens when bad conversations bubble up in the blogosphere and elsewhere about the quality of your client’s product, services, science, people, culture, character and customer service, among other things? For Gable PR, we had two very different experiences recently that indicate a core truth about public relations and issues management when conducted at the speed of light: fast, fact-based, non-emotional but human responses based on intrinsic core values of the organization win; non-rational responses that don’t deal with the issues fail.

I am probably restating the obvious to most PR professionals, but our approach and tools used may provide additional creative resources to some. Read on.

In one instance, a prominent blogger took issue with the scientific foundation of our client’s work, which generated many negative comments about the client. The client chose to take an aggressive stance and question the sources of the blasts, rather than deal solely with the content and trying to change the direction of the conversation with new data on the basis for their science. The debate deteriorated rapidly into dueling comments on the blog about things other than science, nasty tweets and links to previous issues the client had gone through in a previous business 20 years ago! The negative conversations careened along for two weeks when the client stopped responding; it could have ended in two days. And through the wonders of the Internet, it is all searchable, which doesn’t add much to the client’s credibility when it tries to raise money and the analysts start doing their due diligence.

In the other instance, a medical device company set aside ego and took an analytical, clinical look at complaints about one of its products, thanked everyone for the input and promised to move quickly to remedy any shortcoming. The client focused on doing the right thing, in addition to doing things right. The result: a fast end to the negative conversation and a 180-degree switch by some critics to becoming fans.

Gable PR used an emergency issues management check list for both clients. The results varied, as noted above. Each had a Crisis PR Plan, with extensive details. But this “lightning round” list might prove helpful for a PR firm helping its clients or an internal staff putting its organization on the right track – fast!

Speed of Light Crisis PR Check List

  • Source of the communications, legitimacy
  • Issues being raised
  • Internal analysis of accuracy, validity, magnitude of the issues and conversation; duration, desired end-point
  • Analysis of potential impact on reputation of the brand, company, people, technology, etc.
  • Beyond communications, are internal changes needed to the organization, product, service, culture and core values?
  • If analysis indicates the fundamentals of the organization seemingly aren’t lined up with the outside audiences, how to move toward better alignment?
  • Launch issues management and Crisis PR plan if required, to include response strategy, core values, messaging, tools, tactics and timing (in some cases, you don’t have to respond immediately, especially when the attacks are emotional and personal)
  • Set goals for moving the conversation
  • Add resources to the Crisis PR team if needed, including outside experts
  • Respond in a sincere, human voice and work to build trust
  • Conduct minute-by-minute tracking, analysis of trending in tone, content
  • Adjust the response strategy and tactics as facts and circumstances indicate
  • Continue to evolve the internal culture and organization as needed
  • Celebrate success!

It’s NOT a PR Problem. Think Real Values, Mission and Culture.

Monday, December 6th, 2010

Disaster Pending

Posted by Tom Gable

What do BP, Tiger Woods, the TSA, Toyota, Apple’s Antenna Angst and HP’s CEO scandal have in common?

Most are included in the inaugural “Top 10 PR Disasters of 2010” poll, conducted late November by Cantor Integrated Marketing Staffing in partnership with CommPRO (we added TSA because of its late surge in media attention). They reported sending an email survey to 25,000 professionals in PR, communications and related disciplines, generating 167 responses, a return of just 0.67 percent. But this anti-popularity poll is worth looking at for similarities. The ranking:

  1. BP Oil Spill Response
  2. Toyota’s Great Recall
  3. Tiger Woods’ Marital Mess
  4. Action for Children – Autism Ad Campaign Backlash
  5. Apple’s Antennagate
  6. HP’s CEO Scandal
  7. EasyJet Volcanic Ash Cloud Saga
  8. Nestle’s Palm Oil Crisis
  9. Johnson & Johnson’s ’10 Recall
  10. Al Gore’s Trysts

An interesting exercise, but I would argue that these go beyond having PR disasters. More importantly in each case those swept up in the tornadoes of negative media coverage for their transgressions had deviated from the strong core values and behaviors that made them successful in the first place. They violated consumer trust. As a result, each needs to solve deeper and more important cultural, organizational and other shortcomings before PR can start persuading many different target audiences to take a new look.

When a brand tumbles after a successful rise to stardom and success, there is a disconnect. Psychologists call it cognitive dissonance, where conflicting ideas battle for loyalty in your head (Toyota quality versus Toyota cost cutting to drive profits; the world’s greatest athlete versus the world’s worst philanderer; important need for ensuring air travel safety versus the brutish behavior and public theater the TSA pursues in subjecting everyone to delays and indignity rather than focusing attention on the most viable terrorist candidates).

The fix is to embrace image as a part of corporate strategy, then PR can work to regain reputation and trust.  As written about before, this requires consistent communications over time and delivering what scientists and engineers call proof of principle. What do you stand for? Can you consistently demonstrate evidence of these values? The value of reputation has been proven over time in studies by many brilliant authors in the world of reputation management (Charles Fombrun, Leslie Gaines-Ross, Al Ries, etc.). The fix requires not merely whipping up new communications plans in hopes of fluffing and puffing up deflated images. Once the deeper organizational flaws have been solved and a new visions established, PR can work to rebuild reputations for the long term from a solid foundations of facts and deeds – values-based PR at its best.

Three Questions to Determine if You are Taking the Right Road in Crisis PR

Monday, August 9th, 2010

The Right Turn?

Posted by Tom Gable

When unexpected events or outside forces suddenly impact your operation, rapid, reasoned response is essential to protecting the brand and organizational image for the long term. You gather facts, analyze the impacts on all constituents and then determine your strategic management and crisis communications plans going forward. But options exist. You have reached a critical fork in the road to the path toward continued trust and credibility or possibly something less. How do you decide which road to take?

At Gable PR, we’ve used a quick litmus test over the years in handling a variety of crises (hostile take overs, threats to public safety, food-borne illnesses, religious scandals, etc.) – three questions to focus on the essentials:

1. Is the strategic plan true to the brand or organizational values and what you stand for?

2. Will it solidify your reputation for the long term, despite short-term issues?

If the answer is no, maybe not, or hedged in any way, ask:

3. How will this be played in the media and by your competitors?

The recent Apple “antennagate” and BP oil spill crisis provide good case histories where the organizations may have let ego, arrogance and perceived invincibility get in the way of critical thinking about strategy. An NBC San Diego reporter got to the point when he asked me in an interview about crisis as a metaphor for company values.

“How you operate in a crisis is probably a better indicator of the quality of a corporation than (how you operate) during good times,” I replied.

A wide range of business, technical and PR media noted that Steve Jobs puts a crack in the rarely sullied brand image of Apple when he admitted that in the smart phone world, “phones aren’t perfect.” And that consumers were guilty of the lost signals because, well, we held the phone to make a call.

Jobs said the issue was all so “blown so out of proportion,” then proceeded to add his own momentum to the blow out.

He dragged Motorola, Samsung and Droid into the fray by showing they too could have problems. Using the famous Kindergarten Defense, Jobs basically said that since everyone else is doing it, what’s the big deal?

Motorola had a great time with it, running ads that promoted a phone with “no jacket required.” As quoted from a recent Fortune brainstorming panel, Motorola co-CEO Sanjay Jha was asked how he felt about Apple posting video showing its own “death grip” testing of Motorola’s new Droid X Smartphone, and if he thought it was a fair business practice. Jha answered: “You know, I heard (probably apocryphal) that the most popular voice message on iPhone4 was, ‘Sorry I can’t answer your call, because I am holding my phone!’ I don’t think this is an issue with Droid X,” reported Fortune writer Seth Weintraub.

The Motorola ad noted: “At Motorola, we believe a customer shouldn’t have to dress up their phone for it to work properly.”

The press conference videos disappeared from Apple’s site shortly after the Hitler meme and other parodies blanketed the Internet. A College Humor video (NSFW) offered one of the cruder send ups of the Apple iPhone press conference and Steve Jobs attitude.

The Register (UK) nailed it:

“…Apple thrives by saying that its products are simply better than everyone else’s, and anyone who can’t see that is clearly not cool enough. Running down the competition is very uncool, and it’s not the Apple way of doing things.”

Lesson learned: which fork did he take? Did ego override sound crisis PR strategy? A review of comments by assorted experts found general agreement that Apple should have simply owned up to the problem and offered the bumper fix immediately via a press release rather than an odd video press conference, with follow up interviews. The approach would have protected the integrity of the brand and reduced risk to the CEO, with no follow up parodies and “antennagate ads.”

In contract, the concept of owning up and moving on was demonstrated clearly by Google when it announced it was discontinuing Wave. It offered a straightforward assessment and showed the integrity of a company and a culture dedicated to taking changes and not being afraid to fail. For an attitude toward failure, my favorite quote is from Thomas Edison, who said: “I have not failed. I’ve just found 10,000 ways that won’t work.”

Next: similar and obvious lessons from BP.

COP-16 Climate Change Panelists Told to Avoid Media; NYT Chides IPCC for Bunker Mentality, Bad PR

Friday, July 16th, 2010

IPCC Media Training

Posted by Tom Gable

Imagine that you have been selected and agreed to participate with other noted scientists in the Intergovernmental Panel on Climate Change (IPCC) to assess climate science and policy options related to global climate change, with a major event set for late November 2010 in Cancun where the world would be watching.

You are pleased as a scientist but wondering if it’s worth the commitment. Coverage of the previous meeting in Copenhagen, the Conference of the Parties (COP 15), was mixed, at best. Recently, global media questioned the authenticity of the climate change scenarios, citing hacked emails from English scientists who appeared to be conspiring to keep opposing opinions and contrary studies out of peer reviewed journals. Although outside studies cleared the scientists of wrongdoing (but urged improved communications and openness with those on all sides of the issue), skepticism did not wane.

Now, you are four months away from COP 16, to be held from Nov. 29 to Dec. 10 in Cancun and you receive a letter from the IPCC advising you to keep your distance from the media. The directions: refer questions to group leaders or the Secretariat. Do you feel stupid – your expertise, education and credentials not valued? Is IPCC afraid of new issues surfacing?  What are they hiding?

As reported by Andrew C. Revkin in The New York Times, several scientists worried that the IPCC bunker mentality would “do little to build its credibility after a trying year of attacks by foes of restrictions on greenhouse gases and skeptics of climate science.”

Revkin opined: “But any instinct to pull back after being burned by the news process is mistaken, to my mind. As I explained to a roomful of researchers at the National Academy of Sciences last year, in a world of expanding communication options and shrinking specialized media, scientists and their institutions need to help foster clear and open communication more than ever. Clampdowns on press access almost always backfire.”

Revkin asked for input from Rajendra K. Pachauri, the chairman of the climate panel. His response, as reported by Revkin:

“My advice to the authors on responding to the media is only in respect of queries regarding the I.P.C.C. Some of them are new to the I.P.C.C., and we would not want them to provide uninformed responses or opinions. We now have in place a structure and a system in the I.P.C.C. for outreach and communications with the outside world.
The I.P.C.C. authors are not employed by the I.P.C.C., and hence they are free to deal with the media on their own avocations and the organizations they are employed by. But they should desist at this stage on speaking on behalf of the I.P.C.C.”

Instead of a bunker mentality, adopt the tenets of authentic PR. In this model, research, preparation, fact-based communications and authentic engagement with the media (and all constituencies) can be the keys to success in building reputations and changing perceptions. For the IPCC, they have a wealth of talent they should be engaging in the communications battle. Scientists are used to presenting and answering tough questions, particularly when their work is subject to peer review. But working with the media requires different approaches, so investing time up front in education and training could make the engagements much more productive for the scientists, leading to more positive results in the media.

As the NYT and other coverage and comments in Discovery reported, the media from around the world will be seeking input from representatives from individual countries. Interest is high, particularly in third world countries where they feel they will be punished for the sins of the big polluters, such as China, India, the United States and other industrialized nations. They need energy to grow their economies. How will the global process translate to local impact?

As PR and news people know, readers and viewers want to know how decisions will impact them personally.

With some work, the IPCC organization turn its brilliant cadre of scientists into global ambassadors for the credibility and integrity of the IPCC process and advance local understanding. The scientists can be trained to easily transition away from IPCC issues and focus on individual areas of knowledge and expertise. They can refer to their own published works and those of their peers or other organizations as additional resources for the media.

With trained scientists, IPCC staff can serve as more than a news bureau and controller of messages. It can connect with the media in new ways by facilitating interviews with scientists, conducting interviews on key emerging topics on video and posting them to YouTube, holding a series of briefings with scientists from different regions of the world for select regional media and providing instant updates through Twitter, streaming videos and active blogging.

Instead of jumping into the bunker and getting defensive, the IPCC can use the Cancun meeting as an opportunity to open new lines of communication with the media and improve understanding of the issues and the nuances. Creating new media relationships with scientists from throughout the world can only help improve the overall quality of news coverage. Bottom line: an open, engaged program of pro-active media relations will have a positive impact on the long-term reputation of the IPCC, its people and the process.

The PR Hurt Locker: Ten Land Mines to Negotiate in a Crisis (six through ten)

Monday, March 8th, 2010

Bye Bye Reputation

Posted by Tom Gable

The previous post covered the first five of ten land mines to avoid in a crisis: guilt, no plan, lack of culture and core values, big hat (no cattle) and CEO ego. The following delve more into hazards to negotiate during implementation.

6. Attorneyitis – This land mine occurs when otherwise good messages and communications that the CEO and crisis team have approved get handed off for legal review and come back bruised, bloated and infected with the deadly disclaimer virus. Short, compelling copy turns fuzzy around the edges. Statements of fact become weighted down with convoluted clauses and abundancies of redundancies (In one set of Frequently Asked Questions that Gable PR crafted to explain a law suit our client filed against a magazine for libel and slander, a sharp 19-word sentence nailing the editor for deceit was turned into 100 words of circumlocution without a verb). The test: read a sentence out loud and if everyone’s eyes glaze over like you were reading from C-Span transcripts or they laugh so hard they herniated, start over. (more…)

Ten Land Mines to Avoid in Your Next Crisis (one through five)

Monday, March 1st, 2010

Tred Lightly!

Posted by Tom Gable

Crises come in all forms and sizes, from global product recalls to local political scandal, the nuisance law suit about spilled hot coffee at a fast food restaurant, corporate malfeasance, alleged embezzlement in a not-for-profit, sexual harassment issues, hazardous waste spills, to manufacturing, transportation or other accidents that take human lives.

Skilled public relations professionals have been dealing with these issues and more for decades. They have honed best practices and tempered them under fire, increasing the odds of success in any crisis program. Good advice and case histories abound. But advances in how the world communicates instantly and in living color (photos Tweeted from cell phones, drive-by videos of transgressions, amateur news casts, rumors in the blogosphere, a consumer issue going viral via Twitter, etc.) have added new complexities to the art and science of crisis communications. The race is increasingly to the swift and, as detailed later, the trustworthy. (more…)

Crisis PR: Three Core Principles and Planning Checklist to Guide Your Actions

Friday, February 12th, 2010

Reputation Skewered

Posted by Tom Gable

Most major organizations create crisis plans in advance of need, update them regularly, have a strategic array of tools and tactics ready to go (hidden Web sites, video, audio, fact sheets, media kits) and even rehearse their responses. The better job an organization does before a crisis strikes – or at the beginning to quickly manage a crisis based on sound principles should a plan not be in place – the better the result. These fundamentals came to mind in tracking the Toyota recall, the changing communications strategies and lack of responsiveness early in the game.

In creating a crisis plan and carrying it out in any crisis communications situation, three basic principles should guide your actions:

One – Be honest and stick to the facts. Do not speculate, hypothecate or exaggerate. Those impacted by the crisis deserve nothing less – and your reputation may be damaged irreparably if you aren’t truthful and authentic. (more…)

Beyond Crisis PR: Can Toyota Change Its DNA?

Saturday, February 6th, 2010

Road to Recall

Posted by Tom Gable

The Toyota crisis PR case is not just about the recent recalls, global media scrutiny and potential Congressional action in the U.S. It has metastasized from neglected issues within the body corporate to impact vital functions in every fiber of the Toyota being.

Possible deeper issues were discovered by Ken Bensinger of the LA Times and others in major media. He started following the case after an off-duty CHP patrolman and three family members died when the accelerator stuck on their Toyota and they crashed in rural San Diego County in August 2009. Toyota’s president, Akio Toyoda, apologized. Soon, Toyota recalled 4.3-million-vehicles, its largest recall ever. (more…)

In Crisis PR, It’s Not Always How You Start But How You Finish

Tuesday, February 2nd, 2010

Shrinking image?

Posted by Tom Gable

The news media, auto industry analysts and elected officials have been aggressive in going after Toyota for its delays in responding to a growing crisis about sudden acceleration in some of its models from gas pedal and floor mat issues.

NPR opined that “the carmaker that could end up doing long-term damage to the sterling reputation it has painstakingly built up for several decades.” It cited a slow response time in dealing with the problem and communicating. (more…)

Backlash on Gwen, the New “Homeless American Girl”; Can Cause Marketing Trump Crisis PR?

Wednesday, October 21st, 2009

Posted by Krista Rogers

As a little girl I was captivated by the American Girl book series and the accompanying dolls. The books presented a great platform to educate pre-teen girls on diverse lifestyles and challenges and allow them to relate across time to people living in dissimilar situations. The dolls tied into those same periods of history and provided a tangible link to the pre-teen girls living those lives.

After I read a series of books, my parents would reward me with the overpriced doll that I now had a literary connection with. At $95 a pop, these dolls were more than just plastic play figures. In contrast to headless Barbies soon housed in the ice-chest in the garage, my American Girl dolls had personalities. I developed a relationship with them and learned to relate to the various trials and tribulations they faced.

Enter American Doll’s newest addition: Gwen Thompson, the homeless pre-teen whose back story includes being abandoned by her father and living out of a car with her mother. Still priced at $95 for the doll itself, homeless Gwen is causing quite the controversy.

The reason: homelessness is a serious social issue. With over 10 percent of the U.S. categorized as homeless, the new American Doll does embrace an aspect of our culture that needs to be communicated. Gwen’s story allows girls of higher socioeconomic status (read: who’s parents are willing to fork up $95 for a doll) to relate to and understand the lives of the less-fortunate. Gwen can give perspective to privileged pre-teens and help them develop empathy.

However, capitalizing on the unfortunate circumstances of transients without any type of give-back to the homeless community is as the Huffington Post puts it, in bad taste. The Huffington Post article triggered pages of angry comments. Public outrage then went viral. The Twitterverse trended hot and heavy on the topic. Here are a few examples:

Going Viral

Going Viral

Two comments left on a CBS article echoes the general publics’ sentiment on the issue, “Greedy capitalists will go to any lengths to make money! $95.00 for a homeless doll? The wonderful results of a Sick Society!” and “At $95 it’s nice to know that American Girl, LLC can make money off of the homeless children of America. How about giving a few of these dolls out for Christmas. If they get a letter from a shelter from a family a doll goes there. Someone from the American doll company needs to do some goodwill. I won’t be buying an American doll for little girl this year because I am unemployed.”

It may be too late for American Girl to reclaim some of the goodwill lost in what many viewed as a cynical attempt to capitalize on a tragic situation. Something they should have before launching Gwen was to develop a cause marketing program where 10 percent or more of all Gwen sales would go to a national shelter program for the homeless, or some other relevant initiative.

To take it to a higher level and one that built reputation over time, American Girl could have launched an integrated, strategic program to educate more Americans about the homeless issue and generate new sources of income, much as 7-Eleven did for so many years in supporting Jerry Lewis and his annual telethon for muscular dystrophy. All Gwen promotional efforts, materials, social media blitzes and public relations outreach could have supported the effort, providing links to relevant agencies where the pre-teen girls and their families could step forward with their own contributions. The America Girl web site could have added a special educational page on the homeless issue and encouraged visitors to become activists in a national cause and donate online.

Cause-marketing is a proven way for building reputation and goodwill among different target audiences. Studies show consumers support companies that give back to the community. American Girl has a history of connecting positively with their target audiences (and parents!). Perhaps it is time to start connecting in new and more meaningful ways.