Tom Garrity

Archive for 2009

Ode to Nonprofit Mail

In Messaging on December 28, 2009 at 11:23 pm

This time of year, more so than others, my mailbox is filled with last minute requests from various nonprofit organizations.

In New Mexico, it is a “who’s who” list of charities.   

During the last year, I’ve personally and corporately made donations and contributions to various organizations. 

I’ve chosen these charities because they have been successful in making a personal connection with me.  That “first contact” was not in the form of a letter or mass mailing.  It was in the form of a conversation, a site tour or recommendation from a friend.

During these difficult economic times, Nonprofits would be well served to check their approaches to see if it is providing the needed connection with their target audiences.  Also, check your databases for accuracy.  I’ve been included on prep school and university mailing lists who claim I am an alumnus from their “distinguished” institution.

If your organization believes in making a personal connection, then I think you will be one step closer to success.

For the rest of you who blindly buy mailing lists and/or have found my name using some nifty software that provides you a financial snapshot (I know who you are), good luck.  You’ll need it!

For the rest of us, this is a good seasonal reminder to “know your audience” 12 months out of the year instead of trying to be impersonal and connect during the last two weeks of the year.

TIGERBAIT!

In Reputation on November 30, 2009 at 1:51 pm

One of the many great spectacles in college football is a packed LSU Tiger Stadium with the crowd chanting “TIGERBAIT” as the opposing team enters.

In another arena, sports icon Tiger Woods is making a spectacle over his lack of response to an early morning car accident into his neighbor’s tree.

While he did issue a brief statement on his website, which raised more questions than it answered, he has yet to speak to law enforcement about the accident.

It raises the question: How much information is enough to satisfy the letter of the law while placating the arena of public perception?

From the legal perspective, Tiger’s attorney provided “license, registration and proof of insurance” to officers; the bare minimum.

In the arena of public perception, it isn’t as cut and dry.

Tiger has been successful because of his athletic abilities.  Leveraging his consistency and discipline, marketers have helped elevate Tiger Woods into a sports icon who has earned the public’s trust through product endorsements.

 In all of those endorsements you’d be hard pressed to find images or references to his wife and family.  That’s because he is fiercely private about his personal life.

If he had wrapped a golf cart around a tree at a golf course, I have a feeling we would have seen Tiger owning up to the circumstances and the public curiosity would have moved on.  However, since this occurred off the course, it is, in Tiger’s mind, out of bounds.

And here lies the issue.  The public is clamoring for information about Tiger’s private life.  In this era of reality television and a 24/7 news cycle, there are some who think he owes the larger public a more detailed response than what appeared on his web page.

Tiger was wrong waiting 48 hours to make a statement; it should have been issued within 24 hours of the accident.  While it did provide personal responsibility, it raised more questions than it answered.

Despite the hovering helicopters, stalking media, and crowd that is yelling “TIGERBAIT”, this Tiger is consistent about not commenting about his personal life.  That discipline will be his key to moving past this incident.

Image of Tiger Woods provided by the Baltimore Sun

What is the importance of “PR”?

In Uncategorized on November 3, 2009 at 2:52 am

icon_GarrityGroup_150x150Recently a fellow PR colleague asked me the following question: “What is the importance of public relations/marketing/advertising in relation to an organization’s mission and bottom line?”  After thinking about his question, I decided to focus my response on the lowest common denominators… what it is and what it isn’t.  Here’s my response:

Marketing communications is a tricky thing.

It is celebrated, proven, and talked about by growing companies.

Failing organizations misuse, ignore and downplay it.

The people who think they are too good for it are the ones who need it the most.

Pop culture successes sometimes don’t recognize how badly they need it.

Companies that are successful by selling a mediocre product abuse it.

CEOs that know how to leverage it are successful.

Shareholders of companies that implement it effectively are wealthier.

Smart moms are very effective at it.  Husbands could learn a lot about it from their wives.

You can say a lot about it without saying much at all.

Successful corporate brands don’t implement it because they “get” it.

Just because you have it doesn’t mean you “get” it.

It is a part of a healthy corporate culture, truthful and transparent.

It is about making a connection but many people have a hard time connecting with that truth.

It is abused, neglected, misrepresented, mothballed, cut, downsized, reduced and eliminated.

It needs to be integrated, bold, consistent, creative, simple and memorable.

It needs to be real.

Procter & Gamble, Microsoft, Apple, Tiger, McDonalds and Wal-Mart leverage it.

Kleenex, Coke, Xerox, Band Aid, Velcro and Scotch Tape defined it.

Politicians manipulate it for good, evil and their personal agenda.

On a bad day it will help define who you are.

On a good day it is the best thing ever.

UNM’s Ostrich Mode Backfires

In Crisis Communication, Uncategorized on September 28, 2009 at 1:57 am

UNM Lobo LogoThe University of New Mexico is in the national sports headlines, but it isn’t for the football program being 0-4 and losing to in-state rival New Mexico State on Saturday night.

The latest headlines are generating a buzz because of a police report claiming that the UNM Football Coach punched out one of his assistant coaches at a post-game meeting.

Once reporters uncovered the police report Monday morning, the University put together an afternoon statement saying that they do not “condone” the head coach’s behavior.  The University has since tried to end the discussion by not commenting on it any further.

After taking a quick a look at this disastrous crisis communications response, I’ll provide an indicator as to why we shouldn’t expect any further comment from the University.

I am sure as soon as word got out internally that this altercation had occurred, there were more than a few expletives proclaimed at every level of the Athletics and President’s office.  Then, someone thought, “hey, maybe nobody will notice the police report and we can just focus on the attention on this week’s contest against Texas Tech.”  Whoever suggested that strategy should be fired and sent to denial school for a fresh dose of reality.

The University of New Mexico had a chance to be proactive and appear to be taking the high road.  As soon as the Albuquerque Police Department showed up, communicators should have started planning their Monday morning news conference to provide full disclosure of the situation, express their regret and perhaps even talk about a penalty for the head coach losing his cool.  Unfortunately, UNM went into “Ostrich Mode”, stuck its head in the sand and hoped nobody would notice the police report.  As a result, UNM appears to be hiding from another embarrassment.

Those who are hoping that UNM President David Schmidly will intervene and overrule the Athletic Director will have better luck hoping the football program doesn’t go winless.  The UNM President has made his position known, indirectly, regarding his thoughts on firm handed coaching techniques.  While he was President of Texas Tech he was the key negotiator that brought fired Hall of Fame basketball coach Bobby Knight to Lubbock.

How can the President comment on the football coach without bringing in his past hiring decisions involving the basketball coach?  That will be the key question mulled over by the public relation practitioners in the coming hours and days as the fallout over punch-out gains more momentum.

The 365 Day Full Moon

In Life on September 16, 2009 at 1:55 am

fullmoonIs it just me, or does it seem like there has been a full moon for the last 365 days?

Some of the most memorable recent highlights include:

A Federally funded program giving advice on how to start brothels using non-resident minors.

Elected officials heckling other elected officials.

A body of elected officials deciding to take a break from a healthcare debate, which has grown gaggles of hecklers, to wag a finger at a heckler who heckled on national television.

A major daily newspaper has a managing editor selling advertising space.

One music star grabs the microphone from music star from a different genre during her acceptance speech at nationally televised awards show.

A well known tennis icon tells a line judge where to put the ball in a fashion that would make John McEnroe blush.

Pundits say the economy has stabilized but to expect continued job losses and high unemployment rates for years.

All of these “items of the odd” have three common ingredients: ego, greed and panic.

What is the solution?  Perhaps we can take a page from kindergarten and mandate “nap time” so we can all recalibrate and refocus on the important things.

If that doesn’t work, perhaps congress can pass a law declaring the words “do over” as a reasonable form of reconciliation whenever people make really stupid decisions.

A Need for Balance

In Reputation on September 9, 2009 at 1:54 am

Obama BalanceWhile in route home from my youngest daughter’s soccer game, I looked at the clock and realized that the President’s address to a joint session of congress was underway.  I tuned to the news talk station to listen in.  There were people calling in and complaining about the healthcare plan, no Presidential address.  I scanned the entire AM bandwidth until it was clear the speech was not being carried live on any AM radio station that broadcasts in Albuquerque.

I turned over to my Sirius radio and “bam” there it was on CNBC and a host of other conservative and liberal outlets.
It is funny that a broadcaster gave me a reason to switch to satellite and it had everything to do with lack of meaningful content and nothing to do with commercials!

The teachable moment to my daughter brought to these random observations:

Everybody is talking, nobody is listening.  Instead of listening to the proposals, it was easier for a radio station to let listeners vent about the President’s plan instead of providing the opportunity to have them comment after they hear the President’s remarks.

Politics makes strange bedfellows.  During several election cycles, many broadcast VPs and General Managers have commented to me how the election advertising buys saved their month, quarter or year.  But after the election, a sitting President addresses a joint session of congress and it doesn’t warrant live radio coverage?  Instead, regular programming is the rule and a Presidential address to congress is no longer an exception?

The President loves his face time.  This President has had more “prime time” appearances during his first months in office than the last President had during his tenure.

Here is my dichotomy, on one hand I am bristled that I can’t hear the President of the United States address Congress; on the other hand, I can’t blame broadcasters for not carrying it because of all the airtime he’s sucked up already.

I understand the urgency of this President to get the issue in front of Congress before there is an expected majority change following the 2010 mid-term elections.  I also appreciate the same urgency of the minority to stall discussions as a long as possible, for the same perceived mid-term reasons.

Personally, I hope someone calls “do over” and we can have a process that engages the entire electorate with results that benefits all Americans without all the usual rhetoric.

The Southwest Airlines Trifecta

In Reputation on August 31, 2009 at 1:52 am

SWA TrifectaBeing raised in Texas, there is a certain pride of ownership of anything created in the Lone Star State.  Dr. Pepper, cowboy boots and Southwest Airlines are three uniquely Texas products.  However, the last item, Southwest Airlines, the company that came to live on a napkin is where I’ll focus the next few minutes.

On one recent trip, I had three unique encounters with Southwest Airlines.  I’ve since called the experience the Southwest Airlines Trifecta to friends and colleagues.

The first leg of the Trifecta occurred to me in conversation with a fellow passenger on a Southwest Airlines flight from Albuquerque to Chicago.  We were commenting on how SWA is no longer just pouring coffee, they are serving environmental and social responsibility.  The new “Lift” coffee uses recycled cups and donations to the Guatemala Light Project for every cup of coffee served.

The Trifecta’s second point was made while finishing the book “Sway” by Ori Brafman and Rom Brafman.  In the later chapters Southwest Airlines is praised for its culture of Teamwork to improve airline safety ratings and processes.  The book explores a scenario and gives great insight to the Southwest Airline culture.

The trifecta was completed while reading through PR Week’s monthly edition on my flight back to Albuquerque.  The magazine featured a Q&A with Southwest Airlines CEO Gary Kelly.  He talked about how Southwest Airlines measures the effectiveness of public relation approaches.

There are very few organizations that can make three unique “touches” with a visitor over the span of a month.  Congratulations to Southwest Airlines for making all three on a pair of three hours flights.

Ted Kennedy

In Life on August 30, 2009 at 1:50 am

TKennedyThe late Senator Ted Kennedy and I met at a luncheon in Washington DC.  Though he and I end up on opposite sides of many political discussions, he represented something that is larger than any philosophical difference.  To me, he represented a “comeback” kid and an ideologue whose family’s presence broke the proverbial glass ceiling for Irish Americans.

To me, his defining moment was not in front of the Senate or Democratic National Convention.  It was before some cameras, taking personal responsibility for his past and our future: “I recognize my own shortcomings — the faults in the conduct of my private life. I realize that I alone am responsible for them, and I am the one who must confront them. I believe that each of us as individuals must not only struggle to make a better world, but to make ourselves better, too.”

That act of contrition spoke volumes to Americans.  Some have criticized that he wasn’t more specific.  I think his confession was appropriate for the cameras and one that was accepted by his Creator.

His larger than life personality was captured by a humble gregariousness (if that’s possible).  In my mind, by being true to himself, he earned his stripes for his family and for his Irish heritage.  The Kennedy family was to Irish Americans what the Obama family is to African Americans.

While time has passed with generation after generation, the Irish were once looked at as the doormat of European and American society.  It started decades before An Gorta Mor (the great Irish famine) and poured out on the Streets of Boston, New York and Philadelphia until decades ago.  The Kennedy family provided Irish respect and pride to be seen as equals in a corrupt society.

While I can understand that some people might find the Kennedy funeral coverage as overkill.  I also know that their perspective is limited to recent sound bites and political commentary and not the larger picture of the unspoken accomplishment of equality.

May the road rise to meet you.
May the wind be always at your back.
May the sun shine warm upon your face;
The rain fall soft upon your fields.
And until we meet again,
May God hold you in the palm of his hand.

Cash for Flunkers

In Reputation on August 6, 2009 at 1:48 am

NEA GovernorThis week the New Mexico Public Education Department (PED) announced its progress, or lack thereof, on improving the State’s high school graduation rate.  The measure, called Adequate Yearly Progress (AYP), shows New Mexico’s 54% success rate is one of the worst in the United States, which has an average graduation rate of 70%).

There are a number of reasons for the low scores.  For example, culturally, there isn’t a rich history of formal education.  It isn’t uncommon for some graduates to be the first in their family to get a diploma.  Plus there are changing family dynamics that find grandparents raising their children’s children.   Some would see those reasons as excuses… it is just reality.

The sad reality that the PED has failed is seen in many ways.  The most glaring is how it has left behind the most vulnerable special needs children. Looking at the 2008-09 school year only 4% of the State’s special needs population were proficient.  As a benchmark, the same group had 6% proficiency just four years earlier… aren’t you suppose to improve over time?

So, now that New Mexico’s chief executive officer has received the coveted “America’s Greatest Education Governor Award”, presented last month by the National Education Association, it is good to know we are finally seeing some measureable initiative to combat this problem that “suddenly” appeared.

Two days after the PED released the information, the Governor announced a plan to recapture as many as 10,000 drop outs, establish committees/taskforces and create brochures.  The Reader’s Digest version, it is an aggressive truancy and top heavy bureaucratic approach which is the same as trying to get toothpaste back into the tube.  He is focusing on the students who don’t want to be there instead of giving attention and resources to those who are in school.  The squeaky wheel isn’t even getting the grease (and it is $2.4 billion of taxpayer grease each year)!

Terry Abbott, when he served as director of communications for Houston ISD (and later US Secretary of Education) Rod Paige, would have an approach he called the “its much worse” strategy.  In this particular case, the approach would acknowledge the low graduation rate but then focus on something that was “much worse”, like the fact that after years of hard work only 4% of 11th grade students with disabilities are proficient in math.  He would then outline the plan to increase proficiencies and “define” the issue, instead of a headline writer setting the agenda.

Delivering “bad” news is expected when State government is involved.  The lesson learned here, provide workable and reasonable solutions when the problems are first identified, not four years after the fact.

Image: New Mexico Governor Bill Richardson accepting the NEA’s “America’s Greatest Education Governor Award”… thank you NEA for this “priceless moment”

Credit: Thanks to twitter for coining “Cash for Flunkers” on this issue

Follow Friday

In Life on July 31, 2009 at 1:45 am

FFridayWho should you follow on Twitter?

The August 7th #FollowFriday list will feature a group I will call Albuquerque’s Active and Interesting

@AshDHart – Realtor by day and techie by day… by night?  I don’t think she knows night because she is always on 24/7.  If I didn’t meet her at the @ElPinto tweet-up I’d say she was a bot with personality.  Very helpful and knowledgeable person to follow.

@Jrnygirl – She hunts zombies, helps people with computer/server issues and loves hers kids almost as much as Journey (kidding, she loves her kids more).  She has a new tattoo and will chime in on any conversation.  She is a good person to have in your twitter corner.

@LisaMays – A teacher, mom and wife.  She will tweet on random topics and will ask topical questions.  Her love of film and music is apparent in her tweets.  I have a degree in film and can tell you that she knows her stuff!

@Swbaboon – Her bios says it all “A money loving wannabe hippie…” She knows her primates and doesn’t follow any missing links (ha ha ha).  She’ll occasionally share things about family activities, Swbaboon always makes twitter interesting!

The Chalmers Crew – Ok this next group is like the three musketeers.  All you have to do is sit back and watch their tweets and you’ll be entertained on a regular basis.  The trio includes: @iaretanja @KesslerQT and @Missmandibaby.  Trust me on this one… just watch their tweets develop and you will smile and chake your heard with that little grin that makes others think “whatever it is on the screen it sure must be interesting.”

——————————————————————-

The July 31st Follow Friday list is a group of the “First’s” and includes some of the 18 people I first started following when I signed up on Twitter and sent that first tweet on October 28, 2007.

@mattgrubs - Matt is a reporter at KDFW in Dallas, the CBS affiliate.  When Matt was covering the political beat for KOAT, he and I had the chance to work together during several legislative sessions when my firm did work for the Senate Democratic Caucus.  He is a quick wit, is a balanced reporter and responds to Tweets!

The Comcast Crew – Scott Westerman @comcastscott, Chris Dunkeson @cdunkeson and Tiffany Payne @tiffanykpayne are three people who, in addition to being a client, taught me the most about twitter and the different ways to leverage information to exceed customer expectations.  Comcast has a great approach to customer service on the net and these three are a key part to Comcast’s New Mexico and Arizona success.

@tracyweise - Tracy’s firm, Weise Communications, was first brought to my attention through my wife… the two befriended eachother poolside at the Counselors Academy in Cabo San Lucas over a chilled bottle of water (ok, maybe they were sipping something else).  Anyway, Tracy’s Denver-based firm specializes in the healthcare and social media realm.  In addition to MarComm tweets, her firm also has a clever blog called The Side Note.

@peter770 - Peter wears many hats… and wears them very well.  By morning, he is a radio news reporter who has a passion for politics.  By afternoon, he is a public relations practitioner who is responsible for putting Taos Tourism on the map.  By night, only heaven knows where he is cruising on his Vulcan motorcycle.  He tweets on a variety of topics from news to balloon rides.

@desertronin – It takes a special pair of legs to make a kilt work, Benson “Braveheart” Hendrix makes it happen!  Benson and I got to know each other on the New Mexico PRSA Board.  He is a public relations professional who works with the University of New Mexico.  He knows new media and he has clever tweets.

Boatloads of …

In Messaging on July 30, 2009 at 1:43 am

BoatloadsWednesday was a big day for Yahoo!.  They were able to tame the financial beast of Microsoft with a partnership that originally started as a takeover attempt by the software giant.

The announcement was a grand achievement of sound negotiating and long-term thinking.  With so much thought and money that went into the deal, why didn’t Yahoo spend more time on the messaging?

In describing the partnership and its impact for investors, Carol Bartz, the chief executive officer and a director of Yahoo! leveraged the message that the deal would result in “boatloads of money” for investors.

Whether she was consistent in her message or just said it once isn’t really the point.  Just do a quick Google, Bing or Yahoo! Search and you’ll see how popular her characterization has become.

I first became aware of Ms. Bartz’s “Boatloads” comment while watching the unflappable CNBC commentator David Faber chortling and wondering what kind of “boat” Ms. Bartz was referring to.

Was it a toy boat, canoe, paddleboat, cigarette boat, rowboat, oil tanker, cruise ship, container cargo ship?  It is hard to say. 
So many “boatload” visions of the Exxon Valdez surface (or should I say sink) when I read her comment.

Suffice it to say, whoever put “Boatload” on her talking points should be sent off in a dingy.

Photo of my two brothers-in-law on the Madison River in Montana bringing in a boatload of fish.

Transparency and Accountability

In Crisis Communication on July 15, 2009 at 1:40 am

transpaccessYou are accused of wrong doing.  You are named in an indictment.  Your name shows up in a “tell all book” about steroids in sports.  What do you do?

Building/maintaining trust is a three part approach.

The first key to building/maintaining trust is to be truthful.  Shortly after South Carolina’s Governor was caught-up in lies over his schedule and personal relationships, reporters around the country started asking for the schedules of various public officials.  Access to public schedules is peeling back the first layer of the onion.  Providing access to private schedules and commentary about the activities only increases the level of transparency.

The second key to building/maintaining trust is found in communicating directly with your audience.   Be accessible.  Communicate in a timely manner directly with them.  The Governor of Alaska is taking this to an extreme.  In announcing her resignation from office, she announced through the general media then pushed her comments through to her “friends” on FaceBook, providing her message direct and unfiltered.

The third key is timing.  Timing is everything.  You can be transparent and accessible, but if it is after the fact, your efforts are disingenuous.  Case and point, let’s take a quick look at Roger Clemens.  The baseball great was named in a “tell all” book where he was accused of taking steroids.  His immediate criticism of the claims was to be expected, but he didn’t provide anything to support to his innocence.  He used an attorney to speak on his behalf and then tried to use his star power on Capitol Hill to try and divert attention prior to his testimony before a Senate subcommittee.  He could have helped his case by releasing his calendar and personal medical records (even just blood tests) to refute claims of where he was and what he was doing.  That suggested approach is extreme but, if he had nothing to hide, it would have helped to turn the tide more than using attorneys and ‘he said she said” defenses.

Being truthful/transparent, accessible and timely in your positioning and response will help determine how long you will find yourself in the midst of the public spotlight.

Sharing Your Message

In Messaging on July 14, 2009 at 1:38 am

Sharing your message is all about how you communicate with your target audience (i.e. constituents, customers). In the past, communicating with the larger public was largely relegated to the news media. 

Today, there are a multitude of options available when communicating with a broader spectrum of people.

While there are new ways to tools, the guiding questions about sharing your message remain the same: What do you want to accomplish?  Who do you want to reach?  What do you want them to know about your organization?  What do you want to say?  How do you want them to feel about you and/or your group?  The answers should be found in your measureable objectives, target audiences and key messages.

Sharing your message is akin to having a conversation.  In your personal life, you typically want to celebrate good news with everyone.  If you have bad or sensitive news, would you want to share that face-to-face or one-on-one?  Despite what we see on reality television, the same approach is true in a business setting.

During my ten years as a news reporter and seventeen years in public relations, I cringe at the thought of a news conference.  As a reporter, I like the personalized pitches.  Everyone sharing the same talking heads, same quotes generally the same setting is akin to everyone sharing the same cup of coffee at a breakfast.  As a public relations professional, news conferences are maddening.  Granted they are easy on the client’s schedule, but that is about the only really good thing about news conferences.

Sharing your message is a personal conversation and connection with your target audience.

The news media is not your target audience, it is a conduit to reach your constituents and customers.

The new media (yes “new” and not “news”) provides effective ways to engage your target audience.  Websites, blogs, wiki’s, and social media are all different ways to connect, unfiltered, to your audience.   Direct mail, personal letters, magazines, newsletters are some good standbys to reinforce your brand beyond the computer screen.  These tools are an effective complement to reaching your objectives through traditional media and tactics.

Think of your communication tools as golf clubs.  They each provide a specific purpose to move Clubsyour message/brand forward.  You wouldn’t use a putter in the tee box or a driver on the putting green.  Knowing your audience and your objectives will help you to identify the right tools to share your message effectively.

Picture provided courtesy of www.golffersavenue.com

Shaping your messsage

In Messaging on July 13, 2009 at 1:35 am

We use a number of effective tools to help shape messages.  In a crisis/reputation management scenario, I usually focus on either Message Mapping or the Rule of Threes.

Message Mapping can be effective in developing effective responses to a critical line of questions, where inaccurate information is built into the premise.  It takes a little time to work through.  Think of Message Mapping as a good “defense.”

A good “offense” is found in the Rule of 3s.  Before every interview, I ask my clients what three pieces of information they want to present during the conversation.  Public speakers use a similar approach when developing presentations.

I also like to illustrate the rule of three by sharing with a client that they can survive three days without water, three weeks without food and three minutes without oxygen (that is the friendly reminder to breathe during an interview).

In all seriousness there are three rules of three that are very useful in interview situations.

The first has to do with your disposition during the interview.  You should be authentic, prepared and conversational.

The second is what do when confronted with hostile questions.  You should answer/acknowledge the question, bridge the discussion (usually by providing a natural transition) and convert the discussion to one of the three items you identified in advance of the interview.  Justifiably, reporters hate this approach.  Some people have abused this approach to the point where a reporter could ask the subject what time it is and he/she would break into a talking point.

The third is, have a conversation, engage the reporter and ask questions of your own.  Remember, this is a conversation.  Transition your confidence into asking questions of the reporter about his or her knowledge of the situation.  Now, you don’t want to do a reverse news conference.  Just ask a question to help you clarify your response.  Reporters have to know a little about a lot, help them to get the most accurate story possible.

Developing Your Approach

In Reputation, Uncategorized on July 12, 2009 at 1:28 am

In a crisis/reputation management situation, you approach should always be focused on what you want to achievApproache as a result of your effort.  What are the deliverables? 

If your organization is faced with declining business, your end result could be measured by generating more business.  If your business is faced with a product recall, the end result could be securing the tainted product.  If you are getting slammed by critics, your end result could be improved perception and accurate information about your business.  All of these items are measureable.  The strength of your approach is determining how the outcome is measured.

Once you have your end game/result identified, you need to identify your target audiences.

In a crisis there are four groups of people that need to be addressed: victims, employees/vendors, customers/clients and the media.  Lets briefly explore each of these groups.

Victims – The level of compassion you show to this group will determine how successful you are in rebuilding bridges and winning public perception in the wake of your crisis.  A victim is anyone who says they are a victim.  Don’t spend time on who is a victim, welcome and communicate with everyone who could be a victim.

Employees/vendors – This is typically the last group to know anything.  Don’t fall into this trap of “mushrooming” the people/supporters who have a vested interest in your organization. If the situation allows, inform them first.  They can be a great first line of defense and a great sounding board.  Provide enough information to keep processes flowing, keeping them engaged and thinking on behalf of the organization.

Customers/Clients – Shape the message by getting out ahead of the story, when possible.  Leverage existing tools to communicate.  Provide FAQs, leverage websites, wikis, blogs and social media (more on this in Sharing Your Message).  Connect and provide as much transparency as the situation and leadership team allows.

Media – Your communication with the media should be a culmination of your communication and messaging provided to the victims, employees and customers.  Like the other communications it needs to be deliberate and concise, some would say purpose-driven. 

Now that the measureable objectives and target audiences have been identified, it is time to shape your message.

Rules of Engagement

In Crisis Communication on July 11, 2009 at 1:26 am

Political pundits in New Mexico indicate this is “the” week that indictments will be handed down from a grand jury impaneled to hear claims of pay-to-play.  Of course, “this” has been the week ever since a prominent New Mexican withdrew his name as the Cabinet Secretary nominee for the United States Department of Commerce.  Whether it is or isn’t the week, I’ll be posting a few items to consider in the event you or someone you know is on the receiving end of a federal indictment.

There is a courtroom of public opinion and a courtroom of law.  You need professionals in both arenas to make sure you can survive and have some resemblance of a life when the dust settles.  Since I am not an attorney, my insight only focuses on shaping public opinion.

One of my favorite public service announcements of all time was produced for the Partnership for a Drug Free America, it and aired during the Reagan era.  It showed a hot skillet with an egg being fried broken and fried with the words, “This is your brain; this is your brain on drugs.”  It is timeless because of its simplicity.

With that in mind, surviving a life changing event like an indictment is also timeless.  If you are guilty of the accusations then you should repent and come clean.  If you are innocent of the accusations, you should fight aggressively.

What we see time and time again are people thinking they can work out of their situation by mixing these two basic truths. 

The result, often those who are guilty of the accusations fight aggressively to prove their innocence.  We saw this play out over the last several years with former State Senator Manny Aragon pleading his innocence, only to later plead guilty to many of the same federal charges.

The rules of engagement are simple; the situations that got you to this point are complex.  How do you share this information with credibility?  We’ll address that in tomorrow’s installment “Developing Your Approach”.

Nike and Nambe

In Life on June 19, 2009 at 12:31 pm

Portland, Oregon is home to Nike.  It is one of the most successful marketing companies in the world, it happens to sell shoes.  Outsourcing its shoe and apparel to overseas factories has raised the ire of many humanitarian groups and consumer groups.  Nike is able to offset the negative perceptions through its sponsorships and endorsements.  Their product is good… I would not say it is great.  Nike’s marketing needs to be great, because it is a marketing firm that happens to sell shoes.

Espanola, New Mexico is home to Nambe ware.  As their website states “gifts of Nambé have been given by our governors and statesmen as symbols of New Mexico’s heritage.”  I have both given and received Nambe ware as gifts.  It is unique, cool to look at and very functional.  Outside of the “Zia”, a symbol for Zia Pueblo that is legally and illegally affixed to all things New Mexico, the iconic Nambe is synonymous with the Indian Pueblo north of Santa Fe.

However, Nambe appears to be “In Name Only.”  The Albuquerque Journal revealed last month, the “silver like dishes and house wares made from a special alloy” is actually now made in India and China.  That should not be a surprise seeing that the eight-metal alloy that retains hot and cold temperatures was developed by a former metallurgist with Los Alamos National Laboratories and manufactured Espanola… well before being outsourced in 2006.

Their product hasn’t changed.  It is just made overseas.  It isn’t the first time a New Mexico icon has been produced overseas.  The State’s flag/lapel pin used as a gift and as decorative jewelry is also made overseas.  The double standard comes into play when you have an expectation that something cheap, like a lapel pin, is made overseas.  But high quality Nambe ware is made at home, at Nambe Pueblo. 

Nike and Nambe have something in common, they are now both marketing companies.  But how does Nambe recover from this issue of perception?  They don’t have large sponsorships or endorsement deals.  However, Nambe does have access to the goodwill of New Mexico residents and tourists.

Perception is reality.  Nambe would be well served to stage an awareness campaign with the State’s Key Opinion Leaders and publically announce that it is exploring affordable options to bring some of its production back to the Land of Enchantment.  Building the grassroots support will be more powerful than any endorsement deal Nike can muster.

The Longest Best Day of the Year

In Life on June 12, 2009 at 12:32 pm

June 21st is one of my favorite days of the year.  In addition to being my sister’s birthday, the summer solstice provides the most daylight in the Northern Hemisphere.

Since it is the “longest day” I always try and find something fun to do that will have me in the great outdoors.  I’ve had the chance to celebrate the solstice in Alaska, which is a trip in more ways than one.  If it occurs during the week, we will typically barbecue and toast the late night sunset.

However, one of the most unique 6/21’s I’ve ever spent was with a good friend named Don.  One night over a board game I mentioned my personal fixation about the longest day of the year and that this year it was going to fall mid-week.  He thought maximizing the daylight was also a worthy endeavor.  We had talked about different things to do and landed on fishing. 

After work we’d get our gear and try out a spot below Cochiti Reservoir, north of Albuquerque.  When we got there the early evening wind was howling.  We were the only ones there.  To combat the wind and elements, we put weight on the end of the line for distance instead of depth!  Our laughter over the insane conditions resulted in catching more dust than fish, and that was alright.  It was a good time to hang out, tell stories and enjoy the long day.

I treasured that time. 

It wasn’t until about six months later that the value of afternoon laughter hit home when we received news that Don, a cancer survivor from his childhood, had a relapse.  He passed away a short time later.

So, here it is… another June 21st is fast approaching.

This year I’ll be making the most of it showing my old 1938 Plymouth pick-up at a local auto show.  Later it will be barbecue and a toast to the late night sunset.

Send me a tweet or a message to let me know how you will be making the most of the longest “best” day of the year!

DTVs New Challenge

In Life on June 12, 2009 at 12:27 pm

After a false start in February, the day has finally come when broadcast television stations make the switch to a digital signal… Today!

The onslaught of reminders, crawls, demonstrations of “how to” hook up your new antenna, old television recycling events, town halls, community meetings, blogs, special websites, advertising and news coverage reminded me of the last great media play in our state when Krispy Kreme opened its doors (point of disclosure, I was responsible).

While the marketing approaches employed by broadcast television stations were relatively simple, they now face a far more complex problem.  The stations need to decide how they are going to utilize and cross promote the new bandwidth (a.k.a. more channels) to an audience that was challenged to hook up a new antenna.

Hopefully the television broadcasters have learned what works and what doesn’t work when trying to connect with their viewers.  Second to their own product, Social media is the most effective way for broadcasters to build meaningful connections with their audiences.  Comcast has successfully paved the way on how to build those connections through Twitter, YouTube, FaceBook and other social media.  Unfortunately, many broadcasters are relying solely on their corporate website as “social media” outreach.

Now that the DTV switch is “official”, hopefully broadcasters will truly leverage new media opportunities with the same kind of fervor as the above mentioned marketing approaches.

Photo provided from the Washington Post

Counselors Academy

In Education on May 31, 2009 at 11:03 am

Counselors%20AcademyToday’s Meet the Press provided a good backdrop for discussions that took place at the PRSA Counselors Academy in La Quinta California.

Back East, the “change” words that were prominent in the Meet The Press discussion from the floor of the New York Stock Exchange included investment, downsizing, competitiveness, opportunity and innovation.

Out here in the West, those words resonated throughout Steve McKee’s keynote address.  Reflecting on themes from his successful book When Growth Stalls, McKee drove home the point that understanding the causes of failure is the key to eventual success.  He identified ways to identify reasons why growth stalls, they include: Lack of Consensus, Loss of Focus, Loss of Nerve, and Lack of Consistency.  He finished by encouraging CEOs and business owners to take a confidential self-assessment at www.whengrowthstalls.com.  As a side note, The Garrity Group was (and still is) a proud sponsor of Steve McKee’s address to the Counselors Academy.

The last two “classroom sessions” of the day were in the form of roundtables.  The two roundtables I attended included Lean Public Relation and Revenue.com (a session on how to provide effective new media strategies. 

Lean PR was of particular interest because of my familiarity with Lean Manufacturing approaches through our client New Mexico Manufacturing Extension Partnership.  Michael Greece APR of Padilla Speer Beardsley moderated a lively discussion.  While I was anticipating a few more ideas on how to streamline processes and eliminate waste (trademarks of Lean approaches), the discussion about developing a “War Room” approach to address new business and client opportunities was particularly interesting.  There was also a lot of great discussion about how to change client perceptions.  Specifically, PR firms send mixed messages when touting results-focused activities but invoicing by the hour.  PR firms are not about selling time, we are focused on generating specific outcomes.

The Revenue.com discussion was led by David Anderson of Off Madison Avenue and Jason Baer of Convince & Convert.  Expectedly there was a lot of Twitter traffic on this topic.  Here are some of the Tweets that were posted during the roundtable discussion:

@Scott_Farrell: Looking to get your CEO engaged with social media? There is no silver bullet. Start small and build from there. @mmcclennan
Other great social media insights from twitter during the first day include:

@Thornley: @mcclennan companies should listen to social media discussions and ACT on what they hear before joinng the conversation

@prsachicago: Soon everything PR will be digital and everything digital will be PR. Everyone in company needs to understand it.

@Thornley Making Websites is not a great business. Revenue fluctuates. Good developers are hard to find. @jaybaer says grow other services.

@PRSAChicago The first level of social media is monitoring the conversation – Google is not enough.

@thornley: “If you’re a PR firm principal and you believe soc media is the future why would you delegate it to a kid?” @Jaybaer

@Thornley “Eventually digital and public relations will be interchangeable. Digital will be baked into everything PR.” @jaybaer

@PRSAChicago “What’s our Twitter or Facebook strategy” is the wrong question. How do you use the technologies to have better relationships?

Next up, a reception and dinner… darn, started seven minutes ago… gotta go!

When Growth Stalls

In Life on May 25, 2009 at 10:49 am

WhenGrowthStallsI am a magazine kind of person.  I will thumb through and read business and hobby magazines more readily than I do books.  It is how I am made.  That’s not to say I don’t enjoy a good book or novel, they just don’t end up on my reading list for various reasons.
Now, before you suggest that I read this book with rose colored glasses on let me provide you a quick background of how Steve and I know each other. 

One of the books I just finished, a few hours ago, is written by a good friend Steve McKee.  It is called When Growth Stalls.

Professionally, we met when I was a television news reporter for Albuquerque’s ABC affiliate.  We’d meet occasionally at a local Pizza Hut and share our views on the world. After a series of mutual job transitions, we both started our respective advertising and public relation firms at the same time.  I later sold my PR firm to one of Steve’s competitors.  As I worked out a non-compete and later rebuilding the company, Steve continued to move forward.

Personally, our wives, long before either of us were on their respective radar, grew up next door to each other.  Not that they remained close friends, more familiar friends.  We had a chance to all connect socially and spiritually though our worship at a local fellowship.  I’d like to think that our conversations are always transparent, and reflecting on a few of them… they are!

Taking into account of what I know of Steve personally and professionally, his book When Growth Stalls leaves everything on the table.  He brings his “A” game.  Parts of the book conversation sound like personal conversations we’d have over coffee or during an occasional telephone call.  What I am telling you, this book is genuine.

As I read through it, I was thinking of how my clients could benefit from his insight.  But then it hit me, in a “shoemakers children have no shoes” kind of way, I need this, my firm needs this.  To me, When Growth Stalls is an extended conversation with my friend Steve about what works and what doesn’t work.

Successful CEOs and leaders will “get” this book.  Those who miss its many applications will soon wander aimlessly to their next job.

Indy o’ Indy were art Thou?

In Reputation on May 22, 2009 at 10:42 am

Memorial Day weekend use to be one of those “iconic” weekends for auto racing, featuring its “Super Bowl”, the Indianapolis 500.

Growing up in Houston, I was a fan of AJ Foyt.  When I moved to Albuquerque I added the Unser family to the list of drivers I’d follow.  Memorial Day weekend was a time I looked forward to seeing how my favorites would do against the likes of Mears, Rahal, Sullivan, Rutherford, and Fittipaldi.  It was a great time for the auto racing industry.

Then it became 1994.  The Indy Racing League (IRL) was created.

In 1996, the All but a few slots in the Indy 500 were reserved exclusively for members of the IRL.  That year, all hell broke loose on the track (literally) prompting a number of changes and marketing gimmicks for all future events. 

A competing event called the US 500 failed and the owners of the Indianapolis track through it would be a good idea to break its brand of being an “open wheel” (Indy Car) track by inviting NASCAR to the table.  As a result of those and other events, Indy Car racing found itself in a death spiral and it couldn’t pull out.

Recently, the best thing to happen to Indy Car racing was the addition of Danica Patrick.  She is a solid driver with attitude… it doesn’t hurt that she is also easy on the eyes.  Indy Car fans thought this was the spark to reignite interest in their sport.  Interest was a short lived.  It was only successful in temporarily attracting NASCAR viewers (not fans) who were drawn-in by the hype.

Now, Indy Car racing didn’t implode on its own.  NASCAR did a great job of capturing the disgruntled Indy Car racing fans.  NASCAR knows its brand and they have promoted and leveraged it better than any other sports league, on par with the National Football League.

Indy Car racing let greed and ego get in the way of its brand and it never recovered.

This weekend I’ll probably watch the Indy 500 for curiosity sake, to see if Danica can get it done and win the race.  But, if I end up having to tend to the ribs on the barbeque smoker, I’ll rely on DVR because Indy Car racing lost me as a fan a long time ago.

God save the Queen and her iPod!

In Messaging on April 3, 2009 at 10:38 am
“Good policy fosters good public relations” has long been something that we’ve successfully woven into the communication fabric of our clients.
Based on a recent gift from President Obama to the Queen of England, we could say that good foreign policy fosters good public relations.
Earlier this week when the President met with the Queen (as seen in the AP photo), he presented her with an iPod. But, it wasn’t just any old iPod it came loaded with 40 Broadway show tunes, including several which were set in the United Kingdom.
The iPod also included electronic images and video of past visits to the United States as well as an mp3 of Obama’s inaugural address and his 2004 speech to the Democratic National Convention.
It is the simple things that make the most powerful statements.
Now, to the larger question… Does the Queen have an iTunes account or personalized earbuds?

You’re Good Enough…

In Messaging, Uncategorized on March 18, 2009 at 1:57 pm
ssmalley“You’re good enough, you’re smart enough, and, doggone it, people like you” – Stuart Smalley
Al Frankin’s spoof on the power of positive thinking is an all-time great moment for fans of Saturday Night Live. It was great parody.
Sometimes people take the issue of self empowerment to dangerous levels where one thinks he or she can will a specific outcome just by thinking positive thoughts. If this was the case, we’d all be financially secure and every city would have two major daily newspapers!
We know better.
However, for our nation’s leaders, being positive and real is a delicate balancing act.
Since his election, President Barack Obama was very negative on the economy. Since elected, he was very deliberate to say this was a problem he inherited (implying it was just the Past President and not current Congress). In the same breath, he was negative on the outlook for the United States economy. Shadowing his comments were real issues in the financial and automotive sectors. The stock market retreated to levels not seen since the late 1990’s.
Two weeks ago, the White House tone shifted. Real commentary on current financial issues was followed with a positive economic outlook. The message changed. No longer did we hear about the problems we’ve inherited, but the solutions that are being made available.
Last week, the focus was on “shovel ready” projects. This week the focus is on “small business.”
The President talks about his NCAA Final Four picks and schedules an appearance on Jay Leno, people feel better. The stock market starts to stabilize. The promise of “stimulus” dollars has yet to trickle out of the Beltway.
In this case, the power of positive thinking takes the form of “getting on with life.” It reshapes the focus from 10% of the workforce looking for employment and provides permission for the 90% of the employed permission to get back to work.
Yes America you are being “handled.” And that’s ok because “You’re good enough, you’re smart enough, and, doggone it, people like you.”

Lessons from a Military Jet Crash

In Crisis Communication on March 9, 2009 at 1:55 pm
09crash_650A Marine pilot navigating his military jet on a routine training runs over the San Diego area encounters an issue forcing him to shut down one engine. 
Then, another engine shows low fuel. 
The route his air traffic controllers have chosen takes the jet fighter over a populated part of Southern California.
His aircraft nosing into the ground, the pilot waits until the last possible moment to eject. F/A-18 Hornet crashes into a neighborhood killing four people on the ground. All of the victims are related.
The lone survivor of the family offered forgiveness in the midst of an unthinkable grief.
The Marines promised a full inquiry. Cynical onlookers thought it would be a private investigation never to “fully” see the light of day.
However, as Peggy Noonan wrote in this weekend’s Wall Street Journal, the Marines did an about face on past protocol and showed tremendous transparency in their promised follow-up:
They could not have been tougher, or more damning. The crash, said Maj. Gen. Randolph Alles, the assistant wing commander for the Third Marine Aircraft Wing, was “clearly avoidable,” the result of “a chain of wrong decisions.” Mechanics had known since July of a glitch in the jet’s fuel-transfer system; the Hornet should have been removed from service and fixed, and was not. The young pilot failed to read the safety checklist. He relied on guidance from Marines at Miramar who did not have complete knowledge or understanding of his situation. He should have been ordered to land at North Island. He took an unusual approach to Miramar, taking a long left loop instead of a shorter turn to the right, which ate up time and fuel. Twelve Marines were disciplined; four senior officers, including the squadron commander, were removed from duty. Their military careers are, essentially, over. The pilot is grounded while a board reviews his future.
In a crisis, there are always four audiences that need to be addressed: victims, employees, customers and the media. The level of compassion an organization shows to the victims will help to determine how successful they will be in weathering the storm of public opinion.
The Marines didn’t pull any punches. Their transparency showed compassion to victims in an immeasurable way.  Accidents will occur again. However, when it happens, the victims can point to a new level of openness that will help answer their plaguing question of “why?”

Popularity vs Credibility

In Reputation on March 8, 2009 at 1:52 pm
PopularityAs expected, an interesting discussion surfaced today on Meet The Press. The topic was the trouble the Obama administration continues to have trying to keep the recession from becoming a depression.
Once everyone agreed with the Obama talking points, that this was a problem inherited by the administration, real dialog (and rhetoric) started to take place.
A passing comment stating that this was an issue of popularity versus credibility caught my attention. 
The argument was based on President Obama’s great popularity among the people but lack of credibility that he had any experience to propose solutions for a tame economy let alone one that is in a death spiral.
Are the two, popularity and credibility, mutually exclusive? Yes and no.
Typically the two go hand in hand to help establish a brand. In the campaign, your credibility is supposed to build popularity. But, this election cycle, the sitting President lacked so much credibility and popularity that the typical ground rules went out with the mantra “anything is better than what we’ve got now.”
Who is popular: Britney Spears, Mickey Mouse, Tom Cruise.
Who is credible: Colin Powell, Albert Einstein, Walter Cronkite.
As you can see, it is difficult to have your foot successfully planted in both camps.
Presidentially, H.W. Bush was the most qualified person to hold the office, but he wasn’t the most popular.
Ronald Reagan and Bill Clinton were more popular than credible (ok, I can’t believe I just used both names in the same sentence).
President Obama is clearly popular. But we desperately need him to be credible. His administration’s latest approach of establishing short-term objectives and readdressing strategies based on the changing market will help him to establish a greater foothold in the credibility camp.
Given the choice of being either credible or popular which would you choose? Or, better yet, how do you want people to refer to you: I liked him/her; or, He/she was right.
So, is it possible to be both popular and credible? For a time, yes. But in the long run, you have to decide which is more important.

An Inconvenient Belch

In Life on February 26, 2009 at 1:50 pm
an-inconvient-truth-movieThe causes of global warming are all around us. Burning fossil fuels, mining and an increasing human population are the three top causes of global warming, according to www.causesofglobalwarming.net.  The same website also cites “One natural cause is a release of methane gas from arctic tundra and wetlands.”
Today, the Wall Street Journal ID’d the latest culprit: Belching Sheep.
The page one story (titled “Silencing the Lambs) cites a United Nations report that there is a global “effort to keep sheep, deer, cows and other livestock from belching methane when they eat and regurgitate grass.” The report states that the animal world is responsible for more greenhouse gas emissions than cars.
A few things come to mind when I read the story: 1) I am glad we are getting a return on our investment in the United Nations; 2) Vegetarians have more arrows in their quiver on the reasons why “meat” is baaaa’d (sorry couldn’t resist); 3) When will there be a survey commissioned to study the greenhouse “gas” emissions generated by Tex-Mex Food?
While, I always had a suspicion, now there is proof of an ovine’s impact on the ozone. I am glad to see that we are making progress on identifying the catalysts of climate change… now it is time to go outside and enjoy a 70-degree February day in Albuquerque.

The ABC’s of the WSJ

In Life on February 18, 2009 at 1:48 pm
WallStreetJournalIt has been said that the simple things that can make you or break you.
In most sports, the simple things include keeping your eye on the ball.
In business, it is making sure you bring in more money than you spend.
For news media, its making sure you get the name spelled and identified correctly.
Before, I finish this short blog post about the simple things, I need to share with you a little bit about my daily routine.
One of the simple pleasures I enjoy each morning consists of a fresh cup of coffee and reading both the Albuquerque Journal and Wall Street Journal. I typically open both papers up and stack one on top of the other.
I enjoy the coffee, read the news and get ready for the day.
There is a problem with the very linear routine. My Wall Street Journal almost always arrives out of order. I am not kidding.
The sections should go A-Page One, B-Marketplace, C- Money & Investing, D-Personal Journal. The publisher reinforces this approach on its website “How to Read The Wall Street Journal”. I think there is something about the alphabet that is a challenge to those who gather and fold the daily press together because in this WSJ world, the one delivered to my driveway every morning, “C” comes before “B”.
So, back to the simple things.
In this economy where newspaper publishers are more vulnerable than the Big Three automakers, one would think there should be an emphasis on the “simple” things, like delivering the Wall Street Journal so that “A” comes before “B” which comes before “C” and finishes with “D”. 
Maybe the publisher should develop a special website to show its printer “How To Compile The Wall Street Journal”

Ode to APS

In Education on February 15, 2009 at 1:41 pm
APS-Apple-logo_2Those of you who have known me for a while are aware that I took a leave of absence from my public relations practice several years ago to help lead the Albuquerque Public Schools as Chief of Staff/Superintendent of Advancement.
At the time, APS was 87,000 students and 14,700 employees strong. A revolving door of superintendents was documented through seven leadership transitions in 12 years. Lack of trust was reflected through the first defeat of a capital funding election in recent history.
After helping APS reconnect with the community, despite controversial leadership, we saw the passage of a needed capital funding election and the highest approval rating for the school district in recent memory.
But the time to celebrate the success was short lived. Five months after the successful election, the superintendent was killed in a motor vehicle accident. The person who was driving the superintendent’s car was drunk those who were not killed in the crash were all dead within three weeks… which coincidently, was the amount of time before the school year started.
The situation was a classic crisis communications case study. I’ve had a chance to share the 48 hours of the crisis response to the National School Public Relations Association, Council of Great City Schools and, tomorrow, the Texas School Public Relations Association. Lest anyone think I am making money off of this tragedy, I cover all of my expenses and never charge for this talk. In fact, I never do a soft sell for services.
I do this as my community service. Using the approach of “one beggar showing another beggar where to get food”, the talk is designed to refresh communicators minds, encouraging them to look into all aspects of building community trust before and during a crisis. Incidentally, tomorrow will be the last time that I’ll give the presentation. It is emotionally draining and, after five years, it is time to move on and let others share their examples.
So, why the blog post? I guess in part to encourage communicators to share their success stories. I saw in the newspaper today that colleague Joann Killeen provided pro bono services to the mother of the very controversial mother of the octuplets. While I have mixed feelings on the client and situation, I look forward to hearing from her about the unique challenges. If you have a success story, send it to me and I’ll post it up here… changing the names to protect the innocent!

Signs of the Times

In Life on February 13, 2009 at 1:40 pm
UnemploymentlineI remember the day well, despite it being 18 years ago. I was in New York City to help my sister celebrate a birthday. I received a page to call the office. My friend and co-worker Rich was on the other line letting me know that the nationally syndicated show we worked for in Miami was going to be cancelled.
When I returned to Florida, the show canceled, on schedule. And we all scattered across the nation looking for work. Some had an easier time finding work than others.
The economy was soft, there was no freelance work and the other stations/shows were not hiring so I downsized, rented an un-air conditioned room in Little Havana from a good friend and collected unemployment.   This four month menagerie occurred during the months of July, August, September and October. During those months, the only thing higher than the temperature is the humidity.
One of my many memories from that time was from my time in the unemployment line. My occupation placed me into a unique top category, alongside unemployed physicians (is there any such thing?). That unique status in life provided me $250 a week in unemployment – based of course on my completion and submission of a card documenting my employment search.
There were so many things I remember from that time. The drunk who needed help filling out his unemployment card, the Spanish speaking mom who needed some help translating a box on a form while her kids were screaming (yes, living in Miami automatically makes you multi-lingual), the people staring off into nowhere and the government worker who seemed the least bit enthused about the job she had. It was a community as diverse as any political campaign and ignored just the same. It was surreal and very real.
Today, I am hearing from friends who are “displaced” by the economy. One is a former assignment manager for a network news operation who is looking at a job as a production assistant for a local affiliate. Another was laid off and is enjoying her time as a mom. Some are looking at additional schooling and one wants to start their own business. 
Despite discouragement, they are all pressing forward in their own way.
They don’t want me to fix their problems; they just want a sympathetic ear and an occasional suggestion on how to stay encouraged during a difficult time.
Been there, done that.
I can see that one of the benefits of starting in the unemployment line many years ago is serving as a resource to those who are walking in it today.

The A-Rod Diplomacy

In Crisis Communication on February 10, 2009 at 1:37 pm
ArodWe are all familiar with the nursery rhyme/story about Goldilocks and the three bears. How she stumbles upon their cottage and samples porridge that is too hot, too cold and the other is just right… that’s what she devours. 
In some ways, Alex Rodriguez (a.k.a. A-Rod) selected what he thought was the middle ground recently when discussing how he knowingly took performance enhancing drugs. The baseball mega-star, and soon to be an all time home run leader, admitted he took drugs shortly after signing with the Texas Rangers. That season he had one of his best offensive seasons in baseball history.
But when Sports Illustrated started reporting about a failed drug test A-Rod decided it was time to put his plan into play.
Seeing how Barry Bonds and Roger Clemmons responded to allegations of steroid use was perhaps seen as too “hot”.
Andy Pettitte’s approach was seen as, perhaps, too cold.
And the middle ground, a road taken by Jason Giambi, seemed like the right move.
So, A-Rod remained silent, signed with the New York Yankees and had a one-on-one tell all interview on ESPN where he accepted responsibility.
Scott Olster, a San Francisco area columnist, has a nice take on the apology in his column on SFGate.
What do we learn from the A-Rod Diplomacy? Disclosure is a good thing. Transparency is better. And, Major League Baseball has larger credibility issues than any institution that has recently accepted TARP funds.

Time to Swim

In Uncategorized on February 6, 2009 at 11:57 pm
PhelpsTo everyone’s and nobody’s surprise, Michael Phelps is human. He made a mistake, which was documented on a camera phone and positioned to an international audience.
He lost the Kellogg’s sponsorship and USA Swimming suspended him for three months.
Yesterday, he apologized.
Michael’s biggest public relations challenge now becomes getting the news media to do a flip turn and move on to another story. Hindering this is the news media’s goal to secure their own unique apology for their respective news magazine programs.
The best way for Michael Phelps to start reshaping public perception is simple… get back in the pool. When he is in front of news cameras, it conjures images of a bong at a college party. When he starts swimming, he helps to reattach himself to the strongest brand connection available…8 Olympic Gold Medals.
Michael, it is time to suit-up and get back in the pool!

Communicating Layoffs

In Uncategorized on February 2, 2009 at 11:54 pm
layoffsThere has been, and will continue to be, a lot of attention about corporate layoffs.
Workforce reduction strategies are the same in a bull market and in a bear market, the only thing that changes are the tactics.
However, there is something about companies doing this all at once that makes this a bit disconcerting. The layoffs are so huge and the impacts on already declining stock prices are so significant that many organizations are resulting to tactics they normally wouldn’t employ in a different economic climate.
Take for example the timing of these internal announcements. Typically reserved for Friday, layoffs are taking place on every day of the work week except for Tuesday (which is ironically the one day the postal service would like to halt service – but that is another story).
The reason for making layoff announcements on Friday is so you don’t disrupt the traditional workplace, provide the “downsized” a cooling off period and allow the remaining workforce a chance to recover. Retailers typically have their “weekend” on Monday and Tuesday.
The old rules also don’t apply as to who is and is not impacted. In the past, the human resource folks were the last let go – because they have to stick around to process the “downsized”. Not anymore, HR professionals, in many of the recent firings, were among the first wave. This raises concern about who is handling the termination and do they “know” how to carry out the action?
Finally, there is public notification. In a normal environment businesses will announce and layoff on the same day. In recessionary periods, organizations need time to communicate information face to face – thus delaying the amount of time it takes to make the announcement because there are so many people to contact.   Some businesses are using the time to delay the inevitable of a stock price decline, that will always come back to bite those organizations in the backside.
So, what’s the answer? Transparency. With so much being made of the banking industry and TARP funds, 100% transparency is the new “green”. Investors, employees and their respective communities will respond favorably to transparency during recessionary communications if care and compassion is shown to those who are considered the “victims” of the recessionary tactics.

Kellogg’s Ad Misses the Purpose of Charity

In Uncategorized on February 1, 2009 at 11:52 pm
TonyTheTigerI admit, I enjoy football and watching the Super Bowl advertisements. While I am a bit surprised at the $3million price tag for a thirty-second spot, I put aside friendly competition between Advertising and Public Relations just to soak it all in.
I like the funny commercials. Therefore, Bud Light’s Conan O’Brien and both Doritos commercials (Crystal Ball and Strong Snack) consisted of my commercial trifecta. The Bridgestone Potato Head commercial was also a classic. On the flip side, I was surprised that Avon’s ad was so bland. Go Daddy pushed the envelope, leveraging Danica Patrick’s assets.
But the one commercial that really caught my attention was Kellogg’s and their Plant a Seed campaign. The program, through a well done commercial, boasts about Kellogg’s benefiting the inner cities by reseeding and rehabilitating ball fields. When I saw the ad, I thought, “good for them.” But then I thought again, how much are they spending on the program? Is it more than the cost to buy the air time, $3 million?
I went to the website and read the rules:
Thirty (30) Grand Prizes – An Athletic Field Makeover in Sponsor’s discretion based upon consultation with field makeover experts and consistent with Kellogg’s Worldwide Marketing and Communications Guidelines and the Council of Better Business Bureau’s Children’s Food and Beverage Initiative (ARV – not to exceed $15,000 ea. field makeover). Total ARV of all prizes – not to exceed $450,000.
That’s right, no more than $450 thousand dollars will be spent by Kellogg on a maximum 30 possible makeovers.
If Kellogg had put its money where its mouth is, instead of using money to shoot its mouth off, 200 additional programs could be funded from the cost of a thirty-second Super Bowl spot (not to mention the cost to make the commercial and custom song which are all available on the special website).
Make no mistake, the $15K makeovers will be a big boon to the winning communities. I do applaud Kellogg for investing in community. But when the cost to toot your horn is so prohibitively more expensive than the gift being given, one has to wonder about the true motives.
Sorry Tony the Tiger, this form of community relations is far from Grrrreat!

Government Webcasting and Blogging

In Uncategorized on January 26, 2009 at 11:49 pm
webcamThe first few weeks of any legislative session is a time for elected leaders and their staff to set the pace for the next 60-days. 
The collective activity of the first several weeks is usually a tell-tale sign of what the insanity will be like in the final seventy two hours of the session.
With that in mind, the first few weeks have been crazy around one topic, transparency.
First the legislative leadership announced it wouldn’t make live webcasting available. In the name of budget cuts, installed webcams were removed. 
Today a State Representative started the next phase of the transparency revolution by streaming live from a House committee meeting. Doing so, she effectively drew a line in the sand to the disgust of at least one colleague.
Shortly thereafter, the Senate requested its leadership to reconsider its webcast policy. It has been taken under advisement.
Meanwhile, the Governor’s office, which appears to have remained quiet on this issue, announced that the top executive’s staff would be blogging again during the 60-day session.  However, a key to blogging nirvana is found in RSS feeds… you know that technology that makes updates easy to access. Nirvana is but a dream because the Governor’s website lacks RSS technology.
Several reporters and wall leaner’s were twittering their thoughts about the age of internet transparency, providing a play by play of legislator remarks. More transparency is a good thing, but could inadvertently push the sometimes open conversation to another quiet corner, out of the public domain.
Transparency is good, but it is only effective when all political conversations are brought to the forefront. And that is something which has yet to be mastered by any local, state or federal government entity.

When Winning is Lost

In Uncategorized on January 24, 2009 at 11:47 pm

Basketball2One of those spectacles in sport transpired on a Texas basketball court recently in a game between two independent schools. Dallas Academy was playing on the road at Covenant-Dallas. The home team won, Covenant-Dallas “100” and Dallas Academy “0”.

It was the largest margin of victory in girls high school basketball where both teams lost.

One wonders, as many have wondered about this situation, at what point does winning by 30 points or 100 points matter… a win is a win.

Even the ruthless Bill Belichick, legendary head coach of the New England Patriots, has a heart (though there are some Jets fans who would disagree).

Covenant-Dallas’ head coach Micah Grimes wasn’t heartless, he was headless! Leading 35-0 after the first quarter, 59-0 after the second quarter and 88-0 after the third quarter provided enough signs that this game was well in hand during the first five minutes of the game.

Nine days after the blow-out, Covenant-Dallas posted a statement on its website. It concluded with “a victory without honor is a great loss.”

Across the way at Dallas Academy, the team was unified. The school received some major props for character, class and poise (which is like gold in the world of independent schools). They even received some assistance from Dallas Mavericks owner Mark Cuban.

However, the headmaster was quoted as saying “the hell with it” and, according to news reports, canceled the balance of the season. If that is true, it is lost opportunity.

I can see the headmaster’s reasoning. Dallas Academy is first and foremost focused on education, the competitive sports program became a distraction. But by canceling the balance of the season, instead of finishing and canceling the program with graduation, a different message is sent indicating that winning and losing does matter regardless of the character on the court.

All of the teams/schools lost in so many ways. The only victor were the Dallas Academy players. One spoke to a reporter: “Even if you are losing, you might as well keep playing,” said Shelby Hyatt, a freshman on the team. “Keep trying, and it’s going to be OK.

An E-mail Worth Sharing

In Uncategorized on January 22, 2009 at 11:44 pm
TireYou ever have one of those days that goes into the record books as being “unique”… not good or bad, just “unique”. Such was the case earlier this week when I had a professional come out to my house to do some needed work. He did a fantastic job, the follow-up was what made this memorable.
Since I was heading off to meetings in Santa Fe, I provided the professional a check from my personal account to cover the services. 
While en route to Santa Fe, the professional called and said he inadvertently lost the check and asked that I place a “stop payment” on it. He continued to offer that he lost the check when he opened his driver side window while going down the interstate. The vacuum created by the open window sucked out most of the papers on his dash board, including my signed check.
He apologized, I was gracious and we both had a check list of items to accomplish as a result of the check that “suddenly grew wings and flew.”
While I understand that these things happen, I still couldn’t help but get a bit angst-ridden thinking a document with my signature, bank account number and address was somehow aimlessly floating around Albuquerque.
Later that night, I am having dinner with a client and this email comes through on my pocket PC from the professional:
First of all, I would like to thank you for your business. It was a pleasure working for you. Secondly, in regards to our conversation today I found the check. It was stuck to my tire. Unfortunately when I pulled it off it ripped into three pieces. I have two of them and one is still attached to my tire.
This was classic. His humility and honesty are great traits that make up for his lack of filing and prying things off of tires.
Will I use him again? Absolutely! Not because he is a good paper person, but because he provided outstanding customer service… and I know that he won’t lose a check of mine ever again!Tire

A New Look At Safety

In Uncategorized on January 18, 2009 at 4:16 am
The amazing footage and stories of US Air crash landing, being dubbed “Miracle on the Hudson” is placing a renewed focus on the standard safety briefings. Usually taking place as the aircraft is pulling back from the gate, it is a struggle for flight attendants to attract and hold attention during the choreographed routines.DeltaSafety
Southwest Airlines’ flight attendants have fun with the briefing, sometime adding in some comical lines during the overview. On one of my flights, they gave a free drink coupon to someone who actually pulled out the safety card during the briefing.
Until recently, all other airlines fit the same mold of presenting the lifesaving safety information. Continental, American, United, Frontier, Great Lakes and MESA (all airlines I have flown in the last year) leverage either recorded or sometimes stale presentations – very few passengers pay attention.
The only exception to the safety drool was Delta Airlines. Yes, I know, my last experience on Delta as less than pleasant (as those who subscribe to my twitter account could attest). However, the highlight of the delayed planes, lost baggage and mostly rude professionals was a new safety video.
The video short is slick, edgy, cultish, fun and a little bit freaky. It features a finger-wagging, hottie by the name of Katherine Lee. Her nick name “Deltalina” appears to be a hit, generating just south of 9,000 Google references.
The best part, you don’t have to fly on Delta to watch the safety briefing (yeah, still a little sore from my last flight). Just click here.
Smart move Delta on finding a new way to relay the same old, and important, safety information.

Transparency & Accessibility

In Uncategorized on January 5, 2009 at 4:13 am

A powerful politico is faced with an image problem.

What can the “accused” and “named”  do to clear their own name – which is a challenge when there are only verbal accusations and innuendos.

Let’s touch on three key items…

  1. You need to understand that there is a courtroom of law and a courtroom of public opinion. The two arenas tend to use vastly different strategies when addressing issues like this.
  2. Mega-stars and regular Joe’s appear to have two sets of rules. This is a fallacy. Mega-stars have a quicker “public rebound” cycle because of their access to the spotlight.
  3. If the media inquires and you ignore the question the issue/topic will somehow go away. This is another fallacy.

In a crisis, the entity/person showing compassion to the victim will have an easier time of recovering their reputation and/or getting things back on track.

In this particular case, some would argue, truth is an apparent victim.

When truth is a victim, respond with transparency.

If your attorney won’t allow full transparency, then ensure you provide accessibility. Take the calls and provide a “vetted” response to any and all who ask or inquire.

Transparency and accessibility are two strong approaches to safeguarding/defending your reputation. However, there is a lot more to both strategies – just as there is more to making pizza than just having dough and sauce.