Hi there, Recently, an off the cuff remark by a star-MP created such a BIG crisis for the BIG B, in couple of days, most of local papers carried big photographs plus unconditional apologies, to some breakaway 'group' from the mainstream. Unfortunately, instead of taking prompt action, the ruling govt.decided to encash the situation, asit thought that theincident willhelp them inforth comming elections to divide votes of 'marathi manoos' who is already in minority in 'aamchi mumbai'. Now crisis is blown over. For the time being. The same crisis had erupted few months back,for a similar remark. It is unfortunate, PR professionals are used (or misused) only when there is 'crisis' and not for 'planned and long term 'image building ? s.n.surkund
--- On Tue, 9/16/08, Warrier, Gopikrishna (ICRISAT-IN) <w.gopikrishna@cgiar.org> wrote:
From: Warrier, Gopikrishna (ICRISAT-IN) <w.gopikrishna@cgiar.org>
Subject: RE: [prpoint] Crisis communications - woh kya hai?
To: prpoint@yahoogroups.com
Date: Tuesday, September 16, 2008, 11:07 PM
Most PR and MR professionals know that in ordinary time they have some control over the situation as it develops. For instance, if in ordinary times I am organizing a media event for ICRISAT, then I know how many journalists I can expect to attend, who are likely to come and what are the likely questions. Of course, there is no hard and fast rule on this, but over years of experience we have some kind of answers to these questions beforehand.
During a crisis all these rules are rewritten. In fact there are no rules during a crisis. With our proactive action we can create a semblance of order during a crisis situation. And, that is the time when we can cash in on the goodwill we have created through our sincerity in the past. In media relations, as in all other professions, there is no substitute for hard, sincere and systematic work.
If a crisis is not properly handled in the beginning, then all kinds of irrelevant issues can be brought into the discussions by the journalists. For instance, an upmarket school in the city had a case of children falling ill after eating breakfast. Instead of talking with journalists who reported this story, the management confronted the journalists and the newspaper managements. The result - a whole series of new stories appeared, and many issues totally unconnected with the issue at hand appeared.
Step one during a crisis is to open a communication channel with the journalists and give as much information as possible within the given circumnstances. The serious and sincere journalists will appreciate your efforts to communicate. Though they will still criticise you, the chances that it will be fair criticism. And in our line of work we should be prepared to take fair criticism.
Crises are also periods where the trust and relationship built over the years can come in to help. If there are reporters who have systematically covered your organization during fair weather, they may help you during troubled times to communicate facts. You can't expect any journalist to take your position, but even if they communicate facts to the peers it will make a difference.
The point is, the moment there is a crisis the journalists are going to view me as a person representing an interest. True, But if I can tell a rookee journalist that he can cross-check the following facts from Reporter X who has covered my organization for years. Reporter X has greater professional and peer credibility at that point of time.
Warm regards,
Gopi Warrier
(Lead Media Officer - ICRISAT)
************
Now that there is a crisis situation everywhere, many must be scouting for PR or for a temporary arrangement to communicate or block communication. Isn't this the time to ponder over: Do we need PR only during crisis? Lehman is only a small example. There was an ICICI Bank which had face the brunt of miscommunication generated by a stupid rumour. Much before that we had Bhopal tragedy. Now you have a Shivraj Patil tragedy (or comedy) of errors!!
How do we, the PR professionals, tackle such crisis? Or how best best can we help our businesses to be ready to face the crisis?
I would like to throw this topic for your opinion - What's this crisis communication all about?
--
Regards
BNK
Call: CDMA: 93210 48332
93200 48332
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B N Kumar
President
Concept PR - "Agency of the Year" award winner from PR Council of India
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