News Flash: Dealing with Intense Media Scrutiny During a Business Crisis. Gordon Adams, Senior Vice President, Risk Management and Human Resources, Tri Marine International Ron Gray, Director of Risk Management, AccentCare Joan Gladstone, President and CEO, Gladstone International.
News Flash: Dealing with Intense Media Scrutiny During a Business Crisis
Gordon Adams, Senior Vice President, Risk Management and Human Resources, Tri Marine International
Ron Gray, Director of Risk Management, AccentCare
Joan Gladstone, President and CEO, Gladstone International
Director of Risk Management
On Easter Sunday, a customer told one of our restaurant managers that he found a foreign object in his French onion soup
(Customer) has had many sleepless nightshe may have contracted any number of life threatening diseases or illnesses
His wife claims damages for
LOSS OF CONSORTIUM
Stand-by Media Statement - Partial TextWe have found no evidence to support any of the allegations in a 'foreign object in the food' allegation filed by (customer) against (company) on (date).describe company actions to dateAfter a thorough investigation, there was no evidence of any employee involvement or wrongdoing. We believe the lawsuit has no merit and that we will be vindicated in court.
Dirty Dish truth or a way to make money?
The statement validated why we
should not run the story
- KABC producer
Having a pre-prepared statement alleviated undue stress and arguments
Having a media policy stopped employees from discussing the incident.
Media events are stressful, being prepared for one is job security
Managing Media Scrutinyin a Crisis
Gladstone International, Inc.
The Good NewsBusiness crises usually provide warning signs, giving you time to planWith good planning, you may avert or mitigate media coverage of the crisis
Three elements of crisis communications planning*
The MediaThe MessageThe Messenger
*youll practice in this session
You vs. the Media in a Crisis
Tell it once, tell it fast
Messages= Persuasive Quotes
Empathy statements (as needed)
Choose the Right Spokesperson(s)
Former BP CEO Tony Hayward
Id like my life back
In a crisis, good spokespeople
Offer critical facts/clear instructions
Tip: Offer media training before a crisis hits
Crisis PR professionals can help
you balance many priorities
and meet difficult communications
Next: Press Conference Role-Play