Bad PR Can’t Cover Up for Stupid Actions
(Also from earlier this year, still moving content over)
And in news from Northern Ireland, where the deep winter freeze has wrecked havoc on water pipes throughout the small nation during Christmas-time, and the country’s water supply service had very limited plans to help provide water to patrons, what could add to the problem and potentially cost the head of Northern Ireland Water his cushy 250,000-pound/year job?
If you said “bullshitting the media and not answering questions until you get called out with irrefutable evidence of screw ups, and not addressing the growing public outcry asking what the hell is going on,” then you’d be right.
In yet another instance of not planning ahead for a disaster, and then not answering the media’s questions when said disaster happens, the Belfast Telegraph is reporting that Laurence MacKenzie, the head honcho of Northern Ireland Water is preparing to leave his job because of the way the organization screwed up the current water crisis going on.
This comes on the heels of multiple radio shows by BBC Northern Ireland’s Stephen Nolan, the head of what Nolan daily refers to as “the biggest show in the country,” (because at a projected 100,000+ daily listenership it probably is) digging into what was really going on with the lack of water in Northern Ireland. Nolan did what any good journalist would do – he didn’t take the story at face value and dug long enough until he figured out that one of the largest hospitals in the country, the Royal Victoria Hospital, was without water and having to hand out bottled water while telling the media at the same time that they were never doing this.
And at the same time that multiple news outlets are reporting that he is preparing to leave his office, MacKenzie steadfastly continues on stating he’s not getting ready to leave his job, and he’s definitely not leaving in on Wednesday. If the media is right and he leaves, then we’ve got one more instance of him trying to mislead the media to the end. Oh well, at least he’d be consistent.
I’m not going to get preachy here, really I’m not. I’ve said enough times that if you are going to do something stupid and lie about it to the public then you are going to get caught, end of story (yet for some reason people keep doing it). My only advice in this instance, as a PR professional, is to come clean about what happened with this organization, allow the CEO to throw himself on his sword, cash in his severance package, and start anew with a new leader and a new promise to not do this again. Not the disaster, because those happen (and it’s good to prepare for them), but the lying.
And in a rare move of honesty and honorable service to the public, live up to that promise.
Corporate Mindfulness, and not Letting the Past Rule You
(From March of this year, as I migrate more content over from SquareSpace)
Don’t repeat the past, the past is there to guide the present into the future. Too many organizations are mired in “how things used to be run” and how to reexamine bringing the past back into the present. The past is in the past for a reason, to be learned from to help you achieve a tomorrow that is better than today, not for you to bring it back from the dead.
The past is in the past for a reason. Leave it there and learn from it. We try to focus on the past for so much because we want to, for lack of a better term, “hoard” time.
Too many of us want to “turn back the clock” and go to the “good old days.” In personal lives we want to regain our lost youth, and in business we want to return to a day when there was “more” to go around (jobs, wealth, financial security, etc).
While in our society we enjoy poking fun at people who are called “hoarders,” considering ourselves to be above them – but it does not dawn on us that too often in the business world we end up “hoarding” many other things: money, power, desire, contacts, etc. Much like the person who has too much physical clutter in their homes, businesses run the risk of running into too much corporate clutter which warps our mental state as much as any physical junk pile.
Being mindful of not just your corporate needs, but the impact your corporate decisions will have on your community, can help alleviate some of this, if you are aware of when this clutter begins to show up in your mind. It’s hard because in order to avoid this “corporate hoarding” you might have to act in ways that are good for the “spirit” but not always the best for the shareholders’ pocketbook (in the short-term, I believe when you look at the long-term it will be better for your organization/city/neighbors/etc)
Don’t Overthink The Little Things
Don’t overthink how you connect and help develop community with people, especially your online community. This is a card I received in the mail today from Artbeats, a company that sells royalty-free video footage. I’ve written about them before on Twitter and Facebook when they were giving away free weekly video clips last year.
Unlike most cards, it wasn’t a preprinted message. It was handwritten by one of Artbeats’ employees, thanking me for picking up a piece of footage that was insanely cheap and asked me if I enjoyed using the footage and to provide them with any feedback, with the letter writer’s card inside.
Now I know they might have people writing these cards every so often to customers, but to hit me up with a personal note, someone who might only pick up one or two pieces of video a year, depending on how much cash I have to spend, that gave me a warm fuzzy the rest of the afternoon. And someone who has never spoken with an Artbeats rep on the phone, much less ever met one face to face.
And something else it did was help convince me that when I finally start shooting my first documentary, any budget we get for extra footage might end up in their bank account.
People too often end up forgetting about the small things that touch people. Writing this card might have taken a few minutes more than sending out a quick email or hitting me up on Twitter, but you know something? This handwritten note made an impact on me, more than any email or Facebook hit. Don’t put too much thought into how to reach potential customers only online, sometimes something as simple as a note will have more of an impact.
PR Tips: What Should NFL Players do in 2011?
The ending of the 2010 NFL season is quickly coming upon us. Not soon enough for those of who are Bills fans. And while the usual suspects are once again at the top of the league, when next August rolls around there is a strong chance that the players and owners will be at an impasse as to how to address the issues of player contracts, etc.
We’re on the edge of a lockout/strike, the two words that are going to be bandied about back and forth between the NFL and the NFL Players Association. Athletes in previous strikes were not quiet about what they felt they had earned because of their skills and started talking on camera, and then lost any public support they had in their negotiations.
As an academic exercise, I’ve been thinking about what the players should do given the media storm that will start up as soon as the season ends. Below are a few PR tips, this is not a complete list, but a starting point for a discussion.
- Take some time off – I know it’s going to be hard for you to understand, but don’t seek out the camera. Let your agent, or better yet an actual PR professional (not one of your peeps) handle the media questions. Eventually a player is going to say something that’s taken out of context that will hurt the negotiations between your representatives and the owners.
- Create one simple command message to give the media when you are asked: “To all of our fans, we are incredibly sorry that the owners have decided to lock us out and forfeit the 2011 season. We look forward to when we can be back out on the field entertaining all of you.”
- Period. That’s it. No discussion of the owners, their vast oceans of cash, their personal hygiene habits, the fact that they talk with their mouths full at dinner, or how that magic jumpsuit has been able to keep Al Davis alive after being clinically dead for so long.
- This is going to be hard for a lot of NFL players who are used to being the center of attention, but don’t talk about the lockout – period. Go back to the talking statement above, “We are sorry about…”
- Take a tip from the recent “Digital Death” campaign, get away from the social media a bit more. I’m not saying stay off of it, but you’re going to be asked about the lockout, what your feelings are, why “rich, spoiled athletes are ruining the game we love so much,” etc. Don’t fall for the bait.
- Be seen in the community. Not the community of sycophantic peeps that you’ve created around you, but your actual community. What causes do you believe in (animal rights, poverty, education, etc)? Why not dedicate some time helping your community out – above and beyond what the NFL appears to mandate you do. It’s a great way to build goodwill in the community, and it’s something you might want to start on now.
- I might have mentioned this already, but DO NOT COMMENT ON THE NEGOTIATIONS! The owners realize that if they hang together, and don’t comment on the lockout outside of official spokespeople, that eventually one of the players is going to say something stupid (remember the NBA lockout? Latrell Sprewell I believe said something to the effect of “I have to feed my family, I need my millions.”)
- Each team is supposed to have one player represent them in the NFL Players Association. If anyone needs to speak for a team’s roster, let it be these players.
- This is possibly the worst economic time to negotiate from, the fans are not going to support you as much as you think because while you and the owners are fighting over a big pile of cash, fans are going to be busy trying to find jobs, to keep their family in their house, to pay for their kids education. And the owners are going to play the “greedy players” card on top of this.
- At the end of the day, it’s a numbers game – There are 32 team owners against hundreds of players. The odds of who will crack first and say something stupid to the media are slimmer for the owners than it is for the players. It requires more than a bit of mindfulness on your part as an NFL player, but remember these tips in the upcoming negotiation period if you want a better chance of keeping the public on your side.
Not Gone, Just Blogging Rugby
I promise I haven’t forgotten about this blog, I’ve got a lot of posts bubbling around in my skull right now. I’ve just been spending a lot of time blogging about rugby at my “Rugby SuperSite.” I’ll have some new ideas up here soon, promise! In the meantime, check out the rugby site, you might like it!
- Benson






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