Last week I blogged about the questions I ask myself and the reporter when confronted with an unexpected “crisis” call (or email). Truth is, the real work comes into play before you ever enter into a conversion with the media.
- Getting the lay of the land – What is your industry and what are the potential issues? Are you in sales? Professional services? Environmental? Engineering? Understand who your real audience is and what is important to them. Based on this, determine the main issues that may arise and those internal touchpoints responsible for those areas.
For example, if you are in a sales organization, get together with the sales leadership and discuss the types of issues – – poor sales experiences of customers; bad product – – and the reasons why they occur. Understanding every situation is different, start thinking about some broad stroke responses.
Ideally, you want to get to the point where key people are reaching out to you before something happens. For example, Legal and HR telling you before a large layoff is going to occur.
- “You Talking To Me” – Develop a process in which all media roads start and end with you. Make it clear that if someone gets a call from/is approached by the media that the media should reach out to you. Identify all of the realistic groups within the company that may get approached.
A few years back I received a call on my cell from the head of our security. Our office was closed because of a health scare and the media were at our front door (apparently an employee leaked the internal memo to the media). Security told the reporter he wasn’t authorized to talk, but gave the reporter my name and number. He called me before the reporter did and gave me a heads-up. When the reporter called, I was prepared and was able to provide information ensuring “outbreak” would not be used in her segment.
- The buck stops… – Be clear as to who needs to see and approve responses. Less is more. Explain to Legal and HR the deadline nature of the media and the negatives of not responding in a timely fashion.
Get on the same page on the way to answer questions or situations surrounding security, competition, court cases, etc. – – “we aren’t going to talk specifics because our competition would love to know that.” The more you can agree on the better.
- Talk to third-party groups – This can be helpful when the story in question really isn’t a company story but more of an industry issue. Reach out to trade associations, industry analysts and see what topics they are comfortable in answering.
If the story is about how nobody is using your product anymore, tell the media it is one thing for me to say it’s not true, but here’s an analyst (or trade association or customer) who covers the industry and will tell you the facts.
- Don’t answer calls from people you don’t know – Paranoid? Yes, maybe a little – – what do you mean by that? Fact is, the media will leave you a message and may provide some insight as to why they are calling. This allows you to quickly get the facts from the appropriate parties.
Try to manage the expectations of all the appropriate people by providing an email overview of what the story is going to be, with our response and reasoning behind the response. Be the first to see/read the story and provide the same group a recap (we want to be the one to frame the message/tell the story).
Arguably, the most important part of this occurs after the story runs and the recap email is sent – – whenever possible/appropriate, making sure whatever the issue was, is addressed and fixed to make sure it doesn’t happen again. Keep notes. Show reoccurring trends. Hold people accountable. The best response to the media means nothing if the problem(s) persist. It will hurt the company and it will hurt your reputation.