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.
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 nights…he may have contracted any number of life threatening diseases or illnesses…”
“His wife claims damages for
LOSS OF CONSORTIUM…”
Stand-by Media Statement - Partial Text California mediaWe 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 date…After 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
Gladstone International, Inc.
The Good News California mediaBusiness crises usually provide warning signs, giving you time to planWith good planning, you may avert or mitigate media coverage of the crisis
The MediaThe MessageThe Messenger
*you’ll practice in this session
You vs. the Media in a Crisis California media
Tell it once, tell it fast
Empathy statements (as needed)
Former BP CEO Tony Hayward
“I’d like my life back”
Offer critical facts/clear instructions
Tip: Offer media training before a crisis hits
Crisis PR professionals can help California media
you balance many priorities
and meet difficult communications