To Sum It Up...

Blogging for the past 10 weeks has been quite an experience for me.  Until Audience Research this semester, I had little understanding of what blogging was.  I didn't know why blogs were useful or why people were so interested in them, and frankly, I didn't care.  Well now that I have my own blog, it's safe to say that my perspectives have changed.  Not only do I have a greater understanding and appreciation for the field of crisis PR, but I have also learned so much about the importance of blogging!

Twice a week for 10 weeks I have surfed the Internet, sometimes for hours, in search of a good quality article to blog about.  PRweek, Businessweek, and communications blogs were my favorite sources of blog-worthy crisis PR stories.  Through my plethora of different sources, I did find a common thread that connected each story together.  Although crises and situations differ greatly depending on the company, celebrity, politician, etc., public relations always has a role to play.  Something that I noticed through my blogging is that bad PR is similar in many cases, and effective PR is similar in many cases.  If we could take a step back and look over the mistakes too many people have made when trying to handle a crisis, perhaps we wouldn't have those problems anymore.  Likewise, if we take a step back and look over the good tactics and strategies, perhaps we could set some rules and guidelines to help fix any situation.  

So based on my posts, I have noticed a general theme and I will list them as PR DO'S and DON'TS...

DO - 

1.  Have one spokesperson to address the media and public:

- Having one central person to go to for all the information of a situation is key.  With e-mail, instant message, cell phones, and social networks, the rumor mill works faster than ever.  This is why it is so crucial to have a reliable source with direct relation to the company (celebrity, politician, etc.) relaying the accurate news.  This helps to settle any confusion and hopefully to reduce the gossip.

  

2.  Be immediate:

- Waiting a while after a crisis to see if a situation can just fix itself is simply not the way to go.  The public must be informed once the issue has come to the attention of the company.  If there is a leak and the media gets a hold of a story before official word has come out, they can (and will) spin it in whatever way makes it the most newsworthy.  This could mean even greater destruction for your business.  By waiting to speak, the public will assume that you have something to hide and cover up.  This will almost undoubtedly lead to feelings of mistrust and skepticism.  Therefore, it is best to make some sort of statement right away, even if not all the information is available to you yet.  

3.  Be honest!:

- It's the golden-rule of public relations people!  Own up!  The truth will come out sooner or later.  It is far better for your reputation to tell the truth from the beginning, rather than lie about it and have it discovered in the end.  Is it embarrassing?  Yes!  Is it a blow to your image?  Yes!  But the past has shown us that being honest to begin with is better received than lying about it and owning up later.  The public and even the media can forgive and sometimes forget as long as the information they get is accurate.  When people find out they have been lied to, they feel betrayed, foolish, and are way less likely to give you a second chance.  

DON'T - 

1.  Play down the importance of a situation:

- Any crisis, not matter how big or small, should be treated as a crisis.  Telling concerned citizens that 'it's really not a big deal', is a horrible way of handling a situation.  It's always a big deal.  If people are confused or concerned and looking to you for answers, this is the last thing they want to hear.  Instead, tell them how the situation is being resolved, what has been done, progress that has been made, etc.  Offering guidance and support is much more effective than making people feel dumb.    

2.  Refuse to answer any questions:

- Withholding information is like digging your own grave.  Again, the truth will come out and the public will find it hard to trust you once you've betrayed them.  Not informing those concerned leads to negative assumptions, negative attention, and negative rumors.  Explain what you know, because saying 'no comment' does nothing to help a situation.  This leads to skepticism and doubt amongst the people that could make or break you as a company, leader, or celebrity.  

3.  Do nothing:

- Informing the public about a situation is not as far as crisis PR train goes.  In order to actually fix a problem you can not sit back and let it play out.  You must be proactive and work to change whatever is wrong.  If people have a negative image of you and consequently spread bad word of mouth (which happens a lot), start a blog of your own and get in on the conversation.  You must make something happen because the talk doesn't stop just because you aren't a part of it.  

Through my blogging experience of crisis communications and crisis public relations, this has been the general trend of guidelines that I can offer to you.  It seems so simple to want to follow each of these rules, but in practice it is much harder.  If it was easy, every troubled business, corporation, politician, and celebrity would be smooth sailing.  And so we hope that those we turn to for PR advice are smart enough to realize and advise us what must be done and not done in order to resolve a problem.  

Hopefully this knowledge that I have gained will help me in the future.  This stuff seems like such common sense, but I am confident that reading and blogging about real life examples and consequences of choices that have been made in the past, will help me in my future career.  You don't have to be a PR professional to need this kind of knowledge.  It will help me to make smart decisions wherever I end up in life.   

This experience has also opened my eyes to the world of blogging.  I never knew how many people wrote blogs and on such a variety of topics.  There is such freedom in what you can post and it feels good to share what you know with others who have the same interest.  Blogging helps us keep up with current conversation, and even be a part of it.  In a strange way, when I got a comment from someone I blogged about, it was exciting!  I felt like I was contributing something and it felt good.  Blogs help to share passions, speak out, and even (in relation to my blog) solve a crisis.  Their uses are endless, and they are going to continue to grow and grow.  I can honestly say that I am glad we did this exercise.  I feel like I have an advantage over my peers who are unable to understand and appreciate the importance and versatility of blogging!

Although this is my last post, my presence from the blogosphere will not be gone forever.  There is no doubt that I will be back writing about bigger and better things!  Until then....thanks for reading!

WOM destroying Wal-mart

It is no secret that Wal-mart has been under scrutiny for their questionable business ethics and practices for some time now.  For as long as I can remember, there has always been something negative being said about this 'evil corporation.'  It seems clear that Wal-mart has been in a long-term crisis that continues to deteriorate their image and reputation, keeping their PR company, Edelman, busy 24/7.

We have all heard the horror stories of Wal-mart's poor treatment of employees, the cheating out of benefits, the greedy tendencies and seemingly moral-less ways.  This poses a serious problem for the multi-billion dollar corporation.  They need to turn their reputation around before everyone begins boycotting.  In my opinion, the issue is not whether the facts are legit. Are these stories even true?  This doesn't really matter.  The problem stems from the fact that people SPREAD these stories, regardless if they're true or not.  Not only do they spread them, but they spin them anyway they want based on their opinions.  This is the bad side of word of mouth marketing, and this is exactly what is destroying Wal-mart.  

Jeff Jarvis is a great example of a blogger spreading a negative image of Wal-mart to internet readers.  In his post, he relays the most recent horror story of a Walmart former employee, Debbie Shank who was hit by a truck, severely injured, won a lawsuit, and then was sued by Wal-mart who wanted a cut of her winnings.  This makes Wal-mart out to be the bad guy...but is this really the whole story?  Is Wal-mart as bad as everyone makes them out to be? 

 

My point is that it does not seem to matter.  With social networks and interactive blogs, people can say what they want and influence the opinions of others so easily.  So what does Edelman and Wal-mart do to combat this negative grape-vine effect of WOM?  Well for starters, Wal-Mart has their own blog that attempts to shine a positive light on the business.  They post consistently about what's new with the company, perks for their customers, new products coming out, what they are doing to help the community, etc.  

As I discussed in a previous post, blogs have become a great new strategy businesses have begun utilizing to combat negative WOM.  Although information coming right from the source obviously portrays a bias position, it is important that Wal-mart portray their side of the story.  If they just sit back and let the smack talk happen, I believe this company would have been in shambles a lot sooner.  What they need to do is prove people wrong and get some positive stories spread throughout the nation.  Using word of mouth marketing effectively can really increase a company's success.  So who knows what their reputation will be in 10 years, but I do think their blog is a solid step in the right direction for Wal-mart (from a PR standpoint that is...)    

The Ship Sails Smoothly

In USA Today travel news, it was brought to my attention that smoke was seen rising from the Grand Princess, apart of Princess Cruises, last night.  It is being reported today that the smoke was simply caused by engine failure.  Not a big deal, right?  Well...perhaps.  However when eye witnesses in Ocho Rios (its port of departure) assumed it to be a fire, media outlets in Jamaica went crazy.  Papers such as the Jamaica Gleaner published a story about the "fire" and how there were nearly 1,500 passangers on board in danger.  It became clear that another paper, the Jamaica Observer, does not check their sources when journalists reported that it was an oven fire that caused the smoke.  Naturally, these published assumptions create panic, concern, and more rumors, which only spells trouble for Princess Cruises.

With a solid PR move, a statement was immediately made by Princess spokeswoman, Julie Benson, in response to the false, conflicting, and confusing Jamaican news stories.  She assured people that the smoke was due to the failure of one of the ship's engines, not a fire.  She went on to calm peoples nerves by  exclaiming, "there was no fire, and the safety of the ship and our passengers was never compromised."  

Benson first explained to the public the issue, "Upon departure from Ocho Rios yesterday, one of Grand Princess' engines suddenly stopped, emitting a large amount of smoke into the engine spaces."  She then went on to calm peoples nerves by exclaiming, "there was no fire, and the safety of the ship and our passengers was never compromised."  Further more, she kept the public informed by updating at 1:45 when new information was brought to the cruise lines attention.  Benson told USA Today that the damaged engine will be out of commission for the rest of the week while it gets repaired, and that additionally, two of the other engines failed as well.  She assured voyagers however that the vessel is getting power from three of the six engines, which is enough to finish the trip with no more delays.

I think this is a great example of settling a minor crisis and not allowing the situation to get worse.  Having one spokesperson for the cruise line that everyone could turn to for accurate, up-to-date information is key.  She was not only immediate with a response for the public and to the false Jamaican reports, but she was honest and informative.  When people know what exactly is going on behind the scenes, they are able to calm down and lower frustration.  This can also create a sense of trust in the business.

In addition, I like how Benson kept the media in the loop and updated when new information was brought to her attention.  Even though the news of greater than anticipated engine damage wasn't necessarily good for the business, it was for the good the concerned public.  I believe that any issues people may have had with Princess Cruises from this incident will now be settled and even irrelevant due to the wise way it was handled.  

Unorthodox Solutions Pay Off!

When in the midst of a PR crisis, it would seem natural to become nervous, irritable, and anxious.  Take this case for example:  you and your place of employment have been personally attacked in a way that has the potential to harm your reputation.  What do you do?  Getting angry, seeking revenge, and demanding a public apology seems to be the obvious solution. However, your reaction to the situation can determine the effectiveness of the outcome.

Dennis Miller, former assistant PR director at Elmira College (EC), posted on The Higher Ed Marketing Blog about an incident that occurred to him, and his unorthodox response which turned out to be a highly effective solution!  During a snowstorm, Big Ange, well-loved radio DJ, slammed Miller and his boss, Martha Horton, for not informing the station of the status on EC's closing.  He went on to say, "Martha Horton, Dennis Miller, they're the worst PR people in the world!  The worst!"  Clearly, damage was done and repairs needed to be made.  Although the president of the college wanted to sue for slander, Miller had quite a different idea.  

Miller invited Big Ange on a tour of the EC campus, which he complied to.  He met and conversed with not only several employees, but also the school's president.  Knowing that Big Ange was a lover of food, Miller arranged to have him taken to the dining hall where he was served a six-foot sub.  Miller took pictures and wrote an article the next day for the daily paper, increasing Ange's local stardom status.  

That morning, Big Ange raved about Elmira College, providing EC with plenty of unpaid endorsements, consequently reversing any negative publicity that was caused from the previous day.  The free publicity EC received went above and beyond what any lawsuit would have brought them.  This goes to show you, that when you are in a PR pickle with your reputation on the line, sometimes all you need to give is a little bit of love.  Reaction can be everything, and being able to keep your cool and think rationally can ultimately help in the end.

Blogs as Effective PR Tools

All these weeks I've been blogging about crisis PR, I never stopped to think how blogs can actually be a crucial aspect of a crisis communications plan!  While browsing the blogosphere, I came across Chris Turner's Corporate Communications Blog.  Chris is a media relations manager and writes very interesting and informative posts.  Through his post Blogs in a Crisis (parts 1 and 2), I realized that blogs are an extremely important tool that have the potential to help organizations in crisis respond quickly to those who need the information.  

My focus of Turner's post was the Tornado that swept through Jackson, Tennessee, absolutely destroying the campus of Union University in early February.  With this example, he shows how blogs and social networks have become vital in getting through a crisis successfully.  After the tornado hit, the university's web site was down.  Friend of Turner and News Director of the University, Tim Ellsworth, knew that word needed to get out fast to parents and other concerned citizens.  While writing a news release, he discovered that just minutes after the destruction, Turner's friend, Steve McCoy, had already posted regarding the incident.  Making a smart move, Turner decided to comment on McCoy's post using the information from the news release he was writing.  This turned out to be an effective way to inform the public and to reach those who were seeking this information.   Within minutes, parents, alums, friends, etc. began turning to this blog for the latest information.  Less than a day after the big blow, Chris notes how there were more than 200 bloggers posting comments, information, pictures and videos regarding the tornado.  In fact, this turned out to be a great way to connect the students to their parents.  

The use of blogs in this situation was an effective maneuver for spreading the word in this time of crisis.  President of Union University, Dr. David Dockery was praised for making himself accessible and visible.  Fortunately for him, I believe that due to the blogs, much of the pressure was taken off of Dockery.  Had parents not been able to receive any sort of information, there certainly would have been growing concerns and frustrations, which could have caused Dockery's leadership to be questioned.  For about a month, Tim Ellsworth updated his blog regarding the recovery effort in order to continuously get new news and information out there to those who needed it.  All in all, this tactic, to me, was brilliant.  It just makes sense to turn to immediate and interactive social networks such as blogs to receive and share vital information during a crisis.  

The Big Blog Company suggests that the blogs role during a crisis includes:

1.  to disseminate the facts, staying ahead of the news cycle

2.  to project a company's message

3.  to combat error and squash rumors

Blogging as crisis management is suggested to be done by one person in the company who then reports to the CEO in order to verify facts.  The point of using a blog as a tool is to record company's management of a crisis, to correct errors, and to report facts.  By providing accurate information regarding the company, and NOT opinion, this can be an effective PR tactic.  Also, as Turner suggests, part of a crisis communications plan should be assigning a person to monitor blogs in order to respond appropriately to others who are writing about you or your company. 

Starbucks Needs to Take Action!

The largest U.S. coffee-shop chain, Starbucks, is in trouble with its employees and the law. Bloomberg Television reports that Judge Patricia Y. Cowett of San Diego Superior court ruled that Starbucks must pay penalties in the amount of $105 million for illegally using servers' tips to pay superiors.  Employers taking tips from the baristas is prohibited under California law.   Now, 100,000 Starbucks servers from 1,400 California locations will be repayed as restitution.  It was determined that a shocking $87 million was improperly distributed by the company to its supervisors.  

So what does this mean for the public relations of Starbucks? Since the ruling was just announced, any negative effects on the company are yet to be determined.  In fact, Starbucks actually rose 3 cents in the Nasdaq Stock Market yesterday.  My concern for this chain is not only the public relations, but especially its employee relations.  This negative attention could possibly start a domino effect and spin out of control.  This could spark even more filed legal complaints if this issue is happening elsewhere in the country.  If workers feel unappreciated and undermined by their employers, it is likely they will either quit or simply not care about their job responsibilities.  Unhappy employees undoubtedly leads  to unhappy customers, which is in no way good for this company.  Additionally, disgrunteled employees never hesitate to vent about their concerns, which in this day and age is extremely easy to spread word about. With the Internet, blogs, chat rooms, etc., spreading complaints and gossip about a company catches on like wild fire and often times receives extremely negative public attention and even worse, press.  This is why I purpose Starbucks take action NOW before it's too late.

When asked about the California ruling, Starbucks spokeswoman Lara Wyss would not return calls for comments.  In my opinion, this is very dangerous.  Although there is no huge PR crisis right now, Starbucks management should be looking to the days ahead.  I first think it is crucial to issue an apology to their employees, or at least make a public statement regarding the situation.  Also, I would suggest that Starbucks initiate an employee incentive or employee recognition program.  I believe this would be the best way to retain their current workers as well as continuing to attract new ones.  Aside from following the law, Starbucks must focus on keeping their employees happy so that this situation doesn't spin out of control, and cause a serious public relations mess.  

Gibbon's Bad Moves

It is considered old news that a Las Vegas clinic was found to be using unsafe medical practices, putting the health and safety of Nevadans at risk.  Now, being nearly 3 weeks since this crisis unfolded, the heat is on yet another governor.  Governor Jim Gibbons of Nevada just announced Monday that immediate, aggressive action is needed to restore public trust in the health care system.  However, rather than journalists focusing on the Endoscopy Center of Southern Nevada, where several Hepatitis C cases broke out, attention is on Gibbons and his failure to act fast enough.

Not only is he being accused of not taking the hepatitis C outbreak seriously and delegating his responsibilities, but his leadership is being questioned.  This has led to a series of denials by Gibbons, which is not seeming to help this ordeal he's in.  So how is he handling his current situation?  When I was trying to determine my thoughts on the issue, it helped to get a feel for what he has done and said since the outbreak became public.  Here is a general timeline, according to the Las Vegas Review-Journal, so you can decide for yourselves if Gov. Gibbon's actions, words, and timing has been appropriate:

February 27 - Crisis becomes public:  Notices sent to 40,000 patients to test for hepatitis and HIV

March 06 - Gibbon's first official response to the health alert in the form of a news release. He called on the Department of Health and Human Services to address the "public health emergency" by using any and all resources, including the Disaster Relief Fund.  "With the health of so many Nevadans seemingly at risk, as governor, I feel it is imperative that we act swiftly and decisively to help restore public trust and to ensure that unsafe medical practices are halted immediately."

March 08 - Senator Joe Heck (also a physician) publicly accuses Gibbons for failing to take more action.  "Nevadans deserve much better than this, and they are looking to their elected leaders and the medical community for a swift, thorough and decisive response to this crisis in order to regain their trust and confidence."

March 10 - A news conference is held by Gibbons to answer media questions.  He stated that he believed criminal action should be taken against the clinic workers who purposefully endangered the public.  However, when asked on his thoughts of clinics receiving more oversight, he compared the situation to speeders.  "We could inspect surgical centers annually and then pretty soon, have we done overkill?"

March 15 - Gibbons explains to the Reno Gazette-Journal that the unnecessary "media buffoonery" is to blame for scaring the public.  He stated that six hepatitis cases was actually a small number.  This causes shock amongst the public.

March 16 - The governor declares that he is asking three members of the medical board, including the executive director and the head of the Bureau of Licensure and Certification to step down.  He publicly apologized for his "buffoonery" statement.

March 17 - Gibbons announces that an advisor to Dr. Dipak Desai, the clinic's owner, is resigning.  He calls for strong action to be taken immediately.  "We cannot wait.  We cannot linger until all the information is in while we are under this crisis of confidence in our public health care system.  He have to take action."

This brings us to the current day and the current situation.  In my opinion, which is the general consensus for the LV community, the call for action three weeks after the outbreak is just too little too late.  Especially after several appalling comments, I would have to agree with questioning his leadership.  Even with all the criticism, Gibbons defends himself.  "I don't think we waited long.  Additional information was coming in daily.  When I received additional information after Saturday, it became very clear that we needed to take action, and that's what we're doing today."

This won't save the governor though, and unfortunately for him, this is not a good public relations pickle to be in.  Not shockingly, political scientist Eric Herzik, explained that with the governor's longtime press secretary leaving last month, his public relations team is in transition with a new one scheduled to start next week.  Hmmm....well this could explain his lack of appropriate action and comments.  It's crazy to think how much politicians rely so much on public relations to get them through, and out of a crisis.

Eric Dezenhall, CEO of the international crisis-management firm Dezenhall Resources, states, "People are looking for a pathway out of the wilderness.  Ideally, you'd be able to say, 'problem solved.' But in the absence of that, people want to know what your plan is for getting through the uncertain future, and that you're taking a personal interest in seeing in through."  

At this point, it doesn't seem that Gibbons has proven he can lead his people out of the wilderness.  It makes me wonder where this crisis-management advice when the governor needed it?

Spitzer Resigns

I woke up this morning to find that Governor Spitzer not only made the front page of my Democrat and Chronicle, but also a whopping three page spread on the inside.  Seeing as this is breaking NY news, I decided to follow-up with my last article, adding the new information that has been provided...

It is official that Governor Spitzer is resigning.  It was made public today he has complied with the 67% of New Yorkers that believe he should remove himself from office.  Democrats and Republicans alike agree that this is the right decision, as this will allow the process of budget making to begin.  Although this news is a huge shock that is receiving much public attention, it is time for our state to move forward, and for his family to begin healing.  

After some investigation, it has been revealed that "client 9's" meeting with Kristen was just

 one of many.  In fact, he has racked up an $80,000 tab for his arrangements with the high-class hookers.  Although Spitzer is not being prosecuted with anything yet, do to his alleged patronizing with prostitutes, he is open to a range of criminal charges.  Some believe that one reason he delayed resigning is because he was making a deal with prosecutors.  It will be interesting to see how this will play out.  

Once a well respected attorney general, known for ruthlessly going after those involved with corruption, money-laundering, and coincidentally prostitution rings, he is now viewed as just another typical, dirty, hypocritical politician.  He has betrayed his family, and the residents of New York State, and will now pay the price.  

In his place, Lieutenant Governor David Paterson has stepped in to take over Spitzer's

responsibilities.  He is the first African-American governor of New York, and interestingly enough, also the first legally blind person to hold office.  Some Republicans in the Senate do have their concerns about the new governor, as he seems to be far more liberal than his predecessor.  In my opinion however, we should be more concerned with his morals than his political views.  

So in terms of public relations, how will Spitzer deal with this?  I think that he must make a public apology specifically stating his wrongdoings (as much as he can legally say).  I do believe resigning was a good move, because as of right now he must focus on his family.  Additionally, this shows that Spitzer truly does care about the well-being of New York.  After his public appearance, I think it would be best if he stepped out of the public eye, and out of politics for a while.  He needs to regain the trust of his family before he worries about the residents of New York.  

Spitzer's Big Mess

In breaking news today, the most recent political scandal is upon us.  Eliot Spitzer, governor of NY, has allegedly been linked to a prostitution ring.  The accusations began this morning when Spitzer was reportedly identified as "Client 9" in a federal prostitution case.  The Emperors Club VIP is a high-dollar prostitution ring that Fox News explains the feds have been investigating, making four arrests in connection already.  A prostitute wearing a wiretap recorded conversations with Spitzer arranging a meeting.  According to the affadavit, he paid $4,300 cash for a hooker named 'Kristen.'  Although the information in the court papers are purely alleged at this point, Spitzer has turned to nation's large Manhattan law firm of Paul, Weiss, Rifkind Wharton & Garrison.  

Once the news broke, Spitzer called for an immediate press conference.  Although there has been huge buzz of resignation, Spitzer did not mention stepping down.  In fact, he did not even mention prostitution.  With his wife by his side, Spitzer made an apology to his family and to the public for not living up to his own expectations and then refused to take any questions.    

Does the political madness ever end?!  Being a resident of NY, this is especially relevant and meaningful to me.  Obviously this is shocking and disappointing news, yet on some level how can I be surprised?  The fact that politicians, especially ones with wives and children, think they can get away with is crazy.  Now that this scandal broke, however, it doesn't matter if it's true or if it isn't.  At this point, what matters is how he handles the situation.  

Holding an emergency press conference to address the public was a good move (you can watch Spitzer's statement by going to Foxnews.com).  I believe that the fact that his wife was by his side is good public relations because it shows his family is behind him through this.  The public apology was extremely important, but he did not open up as to what he was apologizing for.  At some point he will need to come out with the whole truth.  Obviously much work is to be done, PR wise, in order to gain back the trust of his family and the population of New York State.  In my opinion, unfortunetly for Spitzer, resignation seems unavoidable. 

Toothpaste Scare

A few months ago, it was discovered that toxic toothpaste made in China was being sold in the U.S..  The New York Times explained that the chinese-made toothpaste contained the poison diethylene glycol, used in some antifreeze.  Although no one was harmed, the U.S. was not the first country to realize it's dangerous contents within the nations border.  Australia, the Dominican Republic, Costa Rica, Honduras, and Nicaragua found tainted toothpaste as well.  

The Chinese toothpaste was generally sold in bargain retail outlets under the brand names Cooldent Fluoride, Cooldent ICE, Dr. Cool, Clean Rite, and most notably, ShiR Fresh Mint Fluoride Paste.  Upon discovery, the tubes have been confiscated and destroyed by the F.D.A.  The poisoned brands were made by chinese companies Goldcredit International Trading and the Suzhou City Jinmao Daily Chemicals Company.  

Now, months after this shocking news hit, NewsWeek reports that criminal charges are being filed against Los Angeles importers for distributing this toxic Chinese product.  Allegedly, Vernon Sales Inc. and Selective Imports Corp. imported and distributed more than 70,000 tubes of this tainted Chinese Toothpaste!  Even though upon discovery, the poisoned product was voluntarily pulled from the shelves and the company's inventory, President Kamyab Toofer and VP Pejman Mossay from Vernon Sales, and President Frahad Nazarian and VP Yones Ghermezi face up to one year in jail and a $1,000 fine due to selling and delivering an adulterated drug.  

This is devestating news for the reputation of not only the Chinese companies that produced the good, but also the Los Angeles companies that distributed it.  They will be in for a major crisis public relations make-over.  Not only has the public lost trust in these specific companies, but even perhaps in Chinese made products overall.  If nations all over the world has had problems with the dangerous content of Chinese made goods, who's to say we should want to consume more of their questionable products.  This could take a hit on many goods, because so many jobs and products have been outsourced to places such as China.   

To stretch it even further, this could be bad for the entire U.S. toothpaste industry.  Clearly it can't be that hard to poison a tube by adding dangerous chemicals, and this definitely gives consumers something to think about before making their next purchase.  F.D.A. officials ensure, however, that the Chinese exports of toothpaste to the U.S. make up only $3.3 million out of the $2 billion-dollar market here.  Obviously this is not a large portion of our industry, but it is enough to make people concerned.

This incident makes me think back to the classic Tylenol Scare.    When cyanide was laced inside Tylenol caplets, it turned into a PR disaster for the company Johnson & Johnson.  After occuring several times, a public apology was immediately given, the entirety of Tylenol's products were pulled from shelves, and the brand was relaunched with new triple-safety-sealed, tamper-resistant package.  Even after years of this ongoing saga, Johnson & Johnson managed to recapture 95% of its original market share.  This is perhaps one of the most important case studies in PR history.  Although in the toothpaste case, there have been no reported deaths, the toothpaste industry could still learn from this in order to take extra precautions in ensuring consumers the safety of their product.    

    

Hillary's PR Woes

Public Relations does not just work to mend the images and reputations of troubled celebrities and corporations, but in light of the presidential campaign, lets not forget the politicians!  On the Democratic side, Hillary Clinton clearly seems to be fighting a losing battle against beloved Obama.  Seeing as her dullness and lame jokes can't compare to the charisma of Obama, you might think this is where her PR groupies come in.

However, as PR Week exclaims, her PR team has not been helping to turn the attitudes of the public around.  In fact, their strategy, lately, has revolved around failed tactics that just makes her appear worse to the public eye!  Poor Hillary....  

Recently a photo was leaked to the Drudge Report of Obama wearing a turban (claimed to 

 be traditional African clothing).  This is seen as an attempt by Hillary and her team to spark some sort of anti-muslim/anti-Obama wave amongst the nation.  While you might think Obama would need to pull out some crisis PR moves to handle this, it's actually Hillary that needs the extra help.  Instead of the photo becoming top news, the spotlight is on the suspected attempt by the Clinton campaign to destroy his image.  If this was, in fact, a ploy by the Clinton campaigners, it backfired incredibly.  Obama even managed to get out of the ordeal with not a scra

tch on his image.  Clearly, this is not entirely Hillary's fault.  Although personality plays into it a lot, you would think a team of professional PR people could think of a more effective ploy for the Democratic runner.

Politics drives me crazy, and even though I am not following the campaign trails as I should be, I did see the leaked Obama photo.  If this was in fact the doing of Hillary and her people,  that is just plain sad.  Actually, this is exactly the reason I hate politics.  Improving your own image doesn't mean tearing someone else's down.  Obviously this was not the way for Clinton to win over the public, and I won't be surprised if her campaign suffers even more for it.  Public Relations is based on ethics which is based on honesty and fairness.  Politics clearly lacks the ethics, but the PR people should be working to encourage it.  Instead, it seems as though the PR aspect of the campaign is being turned dirty along with the politics.  This is disappointing, although perhaps it is a good thing that the public sees right through it...

Shockingly, even amongst all the finger pointing and name-calling, Hillary managed to win the Texas Democratic primary.  Although Obama was on a roll, her victories in Ohio and Texas give her no reason to back out of the race.  So it seems that her and her team have more time to develop crowd pleasing PR strategies (that hopefully won't backfire this time).

Royally Screwed

It is hard to believe that in this day and age, any part of a celebrities life can remain confidential. Our culture is obsessed with the media, and we feel as though we have a right into every aspect of anyone in the public eye.  It is no wonder public relations is needed constantly for nearly every celebrity, entertainer, and political figure out there.  As privacy seems to diminish for these public figures, image and reputation are on the forefront of their minds.  

It seems now, however, that amazingly enough, secrets amongst even the most famous of people can sneak past the media and public attention.  ABC news reports to the U.S. that Prince Harry, 3rd in line for the throne, has been secretly fighting in Afghanistan for a reported 10 weeks!  Fighting against the Taliban as  a Joint Terminal Air Controller, Queen Elizabeth allowed the prince to leave after Christmas and return home to the United Kingdom in April.  Until now, the public had no idea!  The Defense Ministry did make a deal with select British press organizations to have exclusive access to the Prince as long as his deployment was kept a secret until his return.  

Thanks to the international media, plans change.  The information regarding Prince Harry's deployment was leaked by German newspaper Berliner Kurier, the U.S. website Drudge Report, and an Australian magazine, New Idea.  This is an extreme disappointment to the British Army, the press organizations that kept it a secret for nearly 3 months, and most importantly to Prince Harry himself.  No amount of public relations in the world can fix this disaster.  It appears now that the Prince will have to return home early, as it is not safe for him to continue his participation in the war.  This knowledge not only puts him, but also his comrades in danger once the media begins reporting on his every move.        

This just goes to show that the media, especially in the U.S., are more concerned with getting a story and making a profit than the confidentiality of important international affairs.  With the break of the story, however, it seems as though the reputation of the media sources that leaked the information may be at stake.  New Idea refused comment and already pulled the article once the news broke in the U.S.  I can't speak for the rest of the public, but I know that I do not think highly of these sources.  For them to have such little concern for the safety and well-being of the people, especially royalty, risking their lives for us is appalling.  I think the ones who are going to need PR help in this case will be ones in charge of this leak.  Although I'm sure it was expected to happen at some point, the fact that this event was kept a secret for 10 weeks by the media makes it an even bigger let down.  I guess I just don't see this story as being worth it for New Idea or Drudge Report.  Shame on them...

NBC's Unusual Move Towards a Brighter Future

Can unlikely media tactics be used to turn the fortune of a new TV show and a network around? This is what NBC hopes for, presenting the new-to-TV drama, Quarterlife. This is not just a typical struggling show attempting to boost NBC's poor ratings. Interestingly enough, Quarterlife began on the internet as 10 minute webisodes. Current internet audiences can be found on MySpace.com and YouTube. Now, a year later, this drama has been altered to to fit an hour- long slot, making it the first prime-time drama pulled from the Web to TV!

This is not the only unusual strategy being used by NBC to help it keep up with it's thriving competitor networks. Mashable: Social Networking News, also reports that to boost audience numbers, NBC has formed a partnership with MTV, allowing this cable station to present Quarterlife's first televised premier. Hopefully, this will better capture the younger demographic that NBC has had a hard time targeting in the recent years.

I think this PR move is is clever for NBC. Although they are not necessarily considered in 'crisis mode,' it is clear that they have had a tough time attracting audiences and keeping up with their major competitors. Perhaps this is the refreshing media tactic that the network has needed. Even if people are not interested in the show, they may be interested in the potential new wave of internet webisodes turned TV episodes. I know that I would be willing to check it out just for the 'innovation' factor. We all know that TV is changing, and it is not unreasonable to think that this may be the future for TV. It is unsure how this show will actually play out on television, as there is yet to be a significant internet following. However, it is understood that scripted internet content is very new, and has yet to catch on. If it does fail as a TV show and is unable to turn NBC around, there are still plenty of planned hours for Quarterlife's on the Web.

Virginia Tech's Struggle

Virginia Tech (VT) went through a remarkable and horrifying crisis last year regarding their school shooting. A part of crisis communications is not only handling the situation during it. Perhaps more importantly, however, is how it is dealt with after it is over. It has been VT's goal for the past year to implement a number of strategies and tactics to return to normalcy.

The first stage of this "transformative crisis" included the initial media frenzy and constant news coverage. With any move that was made, the university was bombarded with questions and critiques. Now, it is what Douglas Quenqua coins as the 'recovery phase.' PR Week describes the steps VT has taken in order to get their organization back to what it's known for: a university, not a site of a school shooting.

VT created an Office of Recovery and Support offered to anyone who seeks counsel, including students, staff, and families of the victims. This was a crucial step the college took that allowed people to have a central point of contact. It is important that any student, teacher, family member etc. be able to have an outlet for grief and a source for information. In addition, for the new school year, training sessions were arranged to help faculty members deal with any concerns from incoming students or parents. 'Rules of engagement' were also set up for faculty and students to help them deal with any media inquisitions.

The Virginia Tech homepage is another tool used to get the university back on track. Like that of any other school, it includes pictures of happy students, notable achievements and upcoming events. However, in the top corner is a black ribbon that states 'we remember.' It is a link that takes visitors to a site listing the victims names, and offers help and support.

This seems to be the general theme of VT's tactics to return to a sense of normality. Although the tragic event is encouraged to be remembered and is touched upon in school ceremonies, newspapers, magazines, and websites, it is not dwelled upon, as to not overshadow the primary purpose of the university. I believe that VT has gone to great lengths to achieve their goal of reaching normalcy. Although this event is something that will never be forgotten, this organization has made it their job to push past it, while at the same time, not dismissing it. This university's focus is on the education it provides, and nothing should change that. VT has been able to prepare all members of the college community for dealing with the media, dealing with others concerns, and the coping/recovery process in general. Because of this, I believe Virginia Tech will be successful in moving past this intense ordeal.


Quenqua, D. (2008). The road to recovery. PR Week (US), 12. Retrieved February 22, 2008 from Lexis Nexis Academic.

Britney's Comeback...Take 2

After flopping at the VMA's, Britney spears initial comeback attempt was considered a bust. She forgot the dance moves, appeared less than energetic, lipped the words, and gave an overall poor performance. After shaving her head, losing custody of her kids, and going in and out of rehab, one could say 2007 was a public relations mess for Spears. Fresh out of psychiatric hospitalization, Spears is hoping to clean up her act for 2008. Her newest crisis PR strategy - launch a comeback world tour. However, according to ShowBiz Spy, it has been claimed that Britney is planning a 'Blackout' world tour scheduled for 2008-2009. A celebrity tabloid, The PopCrunch Show, even gives us a peek at rumored tour dates, locations and programs that are already circulating.

Obviously Britney has been going through a very difficult time in her life. This pop princess is in desperate need of a major public relations makeover. The first step in Spear's acceptance back into the public, is coming forward with her problem. The most recent explanation that her close friend and manager, Sam Lufti provides, is that she has been suffering from mental problems and is currently seeking psychiatric treatment. She has also been spotted with a copy of Brooke Shields Postpartum Depression book. Knowing that she is getting help and making an effort to get better and win her kids back is important to her image and reputation.
Another PR ploy is her reuniting with her mother, Lynn Spears. After bitter fighting and public feuding regarding her kids and ex-husband, Kevin Federline, Britney and Lynn have made-up and have even been spotted shopping together. This proves that she is making progress, and maturing as an adult. Having her family back on her side is crucial in how the community and fans views Britney.



News of this world tour is a huge media tactic that could make or break Britney. I think plans to launch a world tour will be great for her and her career. However, I only believe this will work if she actually wants it and is prepared to put in the work. One thing is for sure, she must be mentally healthy before touring for a few months. There has been buzz that Britney has been attending dance classes for a month, training, getting into shape and working on her moves. This will benefit her, as it shows she is dedicated to improving and maintaining her image. After being criticized immensely for her performance at the VMA's, it is good to see that she is motivated to do better.
Overall, I think and I hope that Spears is headed down the right path. It seems only natural that a person thrust into the spotlight at such a young age for a majority of her life would take a turn for the worse at some point. There is always room for improvement and forgiveness in the public eye. Take a look at Drew Barrymore and Angelina Jolie. Both with publicly troubled pasts, they came out on top and are now admired and respected. The same fate could be waiting for Britney Spears as long as her management continues to pursue good PR strategies, and as long as she herself wants to make a change for the better. Could her 2nd comeback be the charm? I guess we'll find out...

Clemen's using steroids? Who cares!

Professional baseball player Roger Clemens has been fighting a public relations battle for some time now regarding his alleged illegal use of steroids.  His personal trainer, Brian McNamee, claims to have injected Clemens with steroids, and to have kept some syringes to prove it.  Clearly, on top of the 'Mitchell Report' situation, Clemen's career and reputation is on the line.  In an attempt to clear his name and avoid being this generation's Pete Rose, Clemen's has been pulling classic crisis management tactics.  He not only provided a personal interview for '60 Minutes' with Mike Wallace, but he has most recently approached the members of Congress to fight for the "truth".  

According to politico.com, 'Clemen's personal lobbying effort is described as "...highly unusual, almost unprecedented..."'.  The fact that Clemens is a figure outside of politics, arguing his case against McNamee in front of Congress, is shocking but considered a good, aggressive, PR move.  It shows the public, most of whom have already pinned him as guilty, that he will go to great lengths to prove himself and stay true to his former 'hall-of-famer' image.  

I am unsure how I feel about this whole situation.  The steroids issue in general drives me crazy because I feel that it is so insignificant to the more serious problems in the world.  The fact that entertainment and sports are taking over our news, conversation, and now government, is sad.  Of course we need rules and regulations, but this debate has gone on long enough.

From a crisis PR perspective however, I believe that Clemens and his advisers are doing a good job at enacting effective PR tactics.  I don't think we will ever know the real truth about his steroid use, but all that matters is if he is able to sway the public's opinion in his favor.  If he continues his aggressive strategies, including remaining in the public eye, fighting for his reputation, and allowing the public and media into his life, it might just pay off.  

Mayor's Text Message Scandal

Detroit Mayor Kwame Kilpatrick has found himself in the midst of a political scandal when an alarming story broke on January 23.  A racy text-message turned public, connects Kilpatrick to an affair with Christine Beatty, former Chief of Staff.  This was an affair that was denied by both Kilpatrick and Beatty one year ago.  This scandal could link him to the firing of two police officers in an attempt to cover the affair.  To make matters worse for the mayor, this could lead to a large lawsuit, not to mention the very real possibility of perjury charges since he testified in court denying this affair.  The 'text-message scandal' could result in resignation or even removal of office for this Detroit mayor.  If this were to occur, Detroit City Council President Ken Cockrel Jr. would take Kilpatrick's place as Mayor of Detroit.

Political scandals are certainly nothing new - just take a look back to former President Bill Clinton! What sets each apart, however, are the ways in which PR is used to deal with each one. Clinton managed to avoid impeachment and regain the publics (and Hillary's!) trust.  This same happy ending doesn't seem to be in sight for Kilpatrick though.  Currently, public relations experts are not thrilled with Kilpatrick's response to this crisis.  He is being criticized for being too slow and too careful in his responses to the public.  It is the 'golden rule' of PR to be open, honest, and quick when it comes to addressing the press and the nation.  Kilpatrick has instead chosen to stay silent and withhold information, which PR professionals warn is not the correct way to manage a crisis.  

Now that the general public, most importantly the population of Detroit, know his secret, it is important for him to come out and explain himself.  In fact, after living through countless other political scandals, an apology is most likely what Detroit was waiting for from day 1.  Detroit got their apology more than a week later, but not after the scheduled televised event was delayed a few days.  Kilpatrick, his security and staff are also accused of being hostile towards the media.  Though what Kilpatrick can say is certainly restrained  by legal issues, this approach he is taking will surely result in letting his followers down.  Until he and his administration are able to form a positive relationship with the media and open up to the public, it seems unlikely that Mayor Kilpatrick will be able to resolve this situation in his favor.        

The Crisis Plan

In my blog we've covered a few examples of businesses in crisis.  Crisis PR and crisis management hopefully help to stall and halt disaster in these situations.  In order for the company to survive, however, the key is crisis PLANNING.  This requires preparation, resources, and practice.   Although disaster may not be expected, it is crucial to have a plan before it hits.  It is easy for managers to be naive, so F. John Reh offers some advice to keep in mind for crisis planning:

1. Disasters WILL happen

2. The plan must be made BEFORE the disaster occurs

3. React urgently, without panic

4. Just ride it out

How do you create a crisis management plan for your business?  Consultants are here for you, one of which being The Institute for Crisis Management who offer risk management services to help companies get started!  An effective plan should consider every conceivable crisis, who would talk to whom in such an event, how to efficiently fix the problem, and a media strategy to put in place.  

The media is a crucial aspect of crisis PR, which means a crisis communication plan is a necessity.  Designate a spokesperson, and begin to develop a solid relationship with reporters in all aspects of the media.  This could help ease the blow when the media gets involved with a disaster.  When a press conference must be made, Reh offers additional tips:

1. Know what to say ahead of time and repeat it often

2. Contact the media immediately even if you don't have an answer, don't wait until there is 'something to say' 

3. Be honest and direct!

4. Only convey the facts, speculating is a great way to make things worse

To survive the crisis, remember, it is most important to minimize the damage to your company, reputation, and credibility than to minimize your financial expense.  Investing time and resources in your plan NOW, is worth the expense once a PR disaster strikes.  Knowing how to handle a crisis prior to it happening, acting fast, getting the media involved, and being outright and honest are all key in how crisis planning can help you survive the unthinkable.