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Media Training Case Study: Political Season Is Upon Us

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Hermain CainBy Gerard Braud –

In yesterday’s article I mentioned The New York Times called me Friday for a comment about Rand Paul’s hostile interview with NBC’s Savannah Guthrie. When the Times starts calling for observations, that means the political season is in full swing.

You can learn a lot about your own media interview dos and don’ts during campaigns, especially the presidential campaigns. We’ll take some time this week to look at a few lessons from the current presidential campaign, as well as the last campaign.

We can learn two lessons from the 2012 failed campaign of former pizza CEO Herman Cain.

Lesson #1: Always consider the financial impact of your words. (See Chapter #2 of Don’t Talk to the Media Until…)

Lesson #2: When you have big negatives in your past, you must be ready to explain them to the media the day you decide you want to be a candidate. Therefore you must spend time to craft your answer, then practice that answer, and be able to deliver it flawlessly the day you get asked about it.

Lesson #3: Don’t be in denial about your negatives. The media will eventually find out, ask you about it and you’ll need a perfect quote and explanation.

The Herman Cain lesson begins with the fact that he had, according to reports, been accused by several women of sexual harassment. His employer at the time settled out of court and the accusers signed a confidentiality agreement about the settlements. However, before the settlement was signed, it is possible that these women discussed their cases with their friends. You can also bet that opposing campaigns hired opposition research experts who would eventually discover this. Those researchers will look for an opportunity to leak it to the media. The media_If you could attach a dollar to every-1 eventually asked Herman Cain the question, “Have you ever been accused of sexual harassment?” Cain replied, “Well have you ever been accused of sexual harassment?”

Really Herman? You wanted to be the President of the United States and on the day you announced your candidacy you didn’t know how you would answer your toughest question? This is such a rookie mistake, yet also a typical mistake of high powered people.

Why?

Regarding Lesson #1: The day after this quote aired, Cain told everyone it wasn’t hurting his campaign and that checks were still coming in from supporters. The reality is checks were arriving from people who wrote them before the bad quote. The checks stopped rolling in later that week and the campaign ended. My opening sentence in each media training class I teach is the question, “If you could attach a dollar to ever word you say, would you make money or lose money?” Herman Cain’s situation proved this point.

Regarding Lesson #2: The day a candidate launches their campaign, they must have their quotes written and practiced for every negative in their lives. Failure to do so is unprofessional. In public relations, failure of a PR person to do this for their company and failure of the C-Suite to know the answers is unacceptable and amateurish. It is the job of the PR team and the job of the executives to be prepared. As a public relations person, you must be willing to push your CEO hard enough that if he or she doesn’t listen, you are willing to quit your job.

Regarding Lesson #3: Every candidate has negatives, just as every company has negatives. It is only a matter of time before an opponent learns of the negatives and tips off the media. It is better for you to acknowledge this and prepare for this than to live your life hoping it never gets discovered. Hope is not a public relations or crisis communications strategy.

Next, we’ll apply these lessons to Hilary Clinton.

7 Media Training & Spokesperson Lessons from Rand Paul vs. Savannah Guthrie

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guthrie paul interviewBy Gerard Braud –

The New York Times called me Friday for a comment about Rand Paul’s hostile interview with NBC’s Savannah Guthrie. When the Times starts calling for observations, that means the political season is in full swing. Reporter Alan Rappeport does a great job covering candidates and the things they say in his blog, First Draft. I wasn’t available when he called, but he did get some good insights from my friend and colleague Brad Phillips, who some of you know as Mr. Media Training.

You can learn a lot about your own media interview do’s and don’ts during campaigns, especially the presidential campaigns. We’ll take sometime this week to look at a few lessons.

For all of you who are spokespeople, I encourage you to first watch the NBC Today Show interview. Here are my observations about how it went:

Question one was background. It went smoothly.

Question two was about Iran negotiations. Guthrie tried to interrupt Paul 2:05 into the interview and Paul successfully interrupted to say, “Let me answer the question,” to which she did and the answer by Paul was a good one. However,

Lesson 1: To all spokespeople – the reporter has the right to interrupt you if it appears you are dodging the question. In this case, I think Paul was adding context, which many reporters don’t want to hear.

Lesson 2: Add context when you can. But if you look at the video, Guthrie appears embarrassed by the interruption. That isn’t good for Paul.

Lesson 3: Don’t embarrass a reporter on live television.

Question three was Guthrie at 3:03 into the interview asking Paul about issues that she said he changed his mind about over the years. On her third example at 3:16, Paul interrupts in a way that I believe crossed the line into being combative. Paul feels she is asking a biased question. Guthrie continues despite his talking over her. She completes the question by talking over his interruption, then he, in my opinion, comes across as being condescending as he begins to lecture her on how her question should have been phrased.

Lesson 4: Do not be condescending to a reporter. When a spokesperson reaches this point, things will always get uncomfortable and combative.

Lesson 5: As a spokesperson, you have the right to rephrase a question, but you should not think that lecturing a popular reporter on live television is a wise move.

My suggestion for any spokesperson at a time like this is to allow the reporter to finish their question, then to simply reply, “I cannot agree with the premise of your question.” The spokesperson should then state the facts as he or she believes them to be true.

Instead of the response I suggest, Paul initiates an argument that sounds much like a husband and wife who seem to be debating something that neither has heard correctly.

Lesson 6: When two people speak at the same time like this, neither can hear the other clearly.

From the perspective of control, Paul is completely controlling the interview. However, he is embarrassing Guthrie to the point that the loyal viewers who love and adore her will learn to hate Paul. For Paul, he gained control of the interview’s direction, but at what cost?

Brad Phillips told the New York Times that a spokesperson must remember, “The reporter is the conduit to the audience you want to reach out to.” This echoes the lesson I write about in Chapter 1 of Don’t Talk to the Media Until… which is that in an interview, you are not talking to the media, you are talking to the media’s audience.

All of you who serve as spokespeople must walk a fine line when getting combative with a reporter, especially in a live interview on a high profile program like the Today Show.

Lesson 7: Making the media your enemy and being combative usually backfires. Making the media fall in love with you because you give great answers and sound bites always works. Just ask the young Senator from Chicago who ran for President and now sits in the White House. His quotes were always strong and that goes a long way.

The bottom line is that as a spokesperson, you have a right to provide context and to correct errors or misstatements. However, doing it right requires you to remember that, “You catch more flies with honey than with vinegar.”

Great Sound Bites for Dumb Questions: Lessons in Crisis Communication & Media Training

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blog

Carsten Spohr, head of Lufthansa

By Gerard Braud

The media, especially the 24 hour cable news channels, are asking some really dumb, speculative questions as they cover the tragic crash of Germanwings flight 9525. In media training the trainer should teach the spokesperson to never speculate. Yet many spokespeople don’t always deflect the speculative questions as well as I would like.

Wolf Blitzer of CNN is notorious for speculative questions about the impossible. As news broke that the Germanwings co-pilot may have intentionally crashed the plane, the dumb, speculative questions began from Blitzer and others. A typical dumb, speculative question might be, “How can this happen?” or “Does this mean we need stronger screening?”

A great quotable answer was given by the airline’s CEO, who said, “No matter your safety regulations, no matter how high you set the bar, and we have incredibly high standards, there is no way to rule out such an event.”

CEO Germanwings

CEO Germanwings

This is a near perfect quote. The only fine-tuning I would do would be to remove the phrase, “and we have incredibly high standards.” The reason I’d take it out is because an investigation could uncover flaws or compromises in those standards.

Great lines and great answers to speculative questions are best thought of and written on a clear sunny day, long before you need them.

The best way to approach this is to make a list of the most common speculative questions, then formulate answers that say a lot in essence, but offer no real details. And by all means, the statement must be a great quote.

This technique has been at the heart of my writing retreats and the large library of pre-written news releases I use in my crisis communications plans. Just give me a call if you have specific questions.

In Defense of Social Media

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InstagramBy Greg Davis –

[Editors Note from Gerard Braud – Today we have a guest blog from Greg Davis of Arkansas Valley Electric Cooperative. Greg wrote this as a follow up to my March 5, 2015 blog about utility companies avoiding a crisis by communicating with customers who take their complaints about high electric bills to Facebook. Thank you Greg.]

For electric cooperatives, consumer engagement remains critical to continued success. Social media allows you to be involved with members on a personal level. Many people view smartphones and other mobile devices as an extension of themselves. They’re connected—and they expect you to be connected, too.

To toss up a social media presence without proper management or trained communications people to guide content is a recipe for disaster; however choosing to avoid social media can prove to be as catastrophic.

The need for electric utility social media presence is best demonstrated during Crisis communication. Social media allows for fast, fact driven, controlled communication. During a major outage the worst thing a utility company can do is not provide regular up to date information with customers. Getting information from traditional media outlets alone is no longer acceptable.

facebook-like-buttonWhen customers see that they are one of thousands currently without power or can see pictures of miles of downed poles and lines that information can greatly influence their expectations for restoration. It can also greatly influence traditional media expectations.  Social media communication during prolonged outages has also been proven successful in deflecting inquiries to the call center and helping improve call center response time. Social media outage information gets shared by other organizations, the media and individuals, all helping your information reach a greater number of people in a timely fashion.

Not to be forgotten are the marketing opportunities, corporate branding and general community outreach.

The social media conversation will take place with or without you. “Doing nothing” has never been the answer to managing your brand. Being actively involved puts you in the conversation. It lets you tell your story with facts and better control of the message.

No matter what you do you will never create 100% customer satisfaction. Someone will make a negative comment on one of your channels. Some negative comments turn out to be a positive, offering the chance to transform an angry customer into a brand ambassador. More often than not your engaged fans will defend you if someone is bashing without a reason. If you opt not to establish a social media presence, your members can still post unflattering things about you online. What’s the advantage of providing a place for your members to talk about you online? It puts you in the conversation. They will establish a reputation for you even if you aren’t out there to share the facts. Your story will be told even if you “do nothing.”

Social Media When “It” Hits the Fan

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schock2By Gerard Braud –

Why are so many powerful people oblivious to the potent, negative power of social media? Every day there is a new crisis communication case study and today it is from Aaron Schock, who has resigned as Congressman from Illinois.

Schock created his own crisis with excessive selfies and posts on social media, showing him engaged in a rather lavished lifestyle of travel. This raised questions about whether taxpayers were footing the bill for his fun.

Tip 1: Establish guidelines for what should be posted and what should not be posted as an official representation of the corporation and the leadership of that organization.

schock1Tip 2: Review your current social media policy for all employees to make sure best practices are being followed. If you don’t have a social media policy for employees, make it a priority to write one.

Tip 3: In a corporate environment, require that three people concur about an image or post before it is shared on social media. Get feedback from one another to measure positive and negative reaction before anything goes online.

If you have a great social media policy that you’d like to share with your public relations colleagues please send it to me at gerard (at) braudcommunications.com

If you’d like guidance on setting up a system that works for your corporate culture just give me a call at 985-624-9976.schock3

5 Crisis Communication Tips to Prevent Secret Service Style Delays

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clancyBy Gerard Braud –

Secret Service Director Joseph Clancy said it took five days before he was informed that a car carrying two agents struck a security barrier outside the White House.

How long does it take in your company for you to find out about an event that could be a potential crisis that requires you to implement your crisis communications plan and begin communicating with the media, employees, customers and other stakeholders?

Most public relations people tell me it is a constant challenge for the home office, leadership, and PR staff to find out what is going on in the field. Often, you find out only because the rest of the world has already found out and the issue is getting negative attention on social media or with the mainstream media.

How do you change this? It begins with new policies and procedures, supported by employee training, as outlined in the five tips below.

The reality is that the average employee, supervisor or manager is mostly afraid that they will get in trouble if they report a problem, large or small.

But an unreported problem creates problems for those of you who are the company expert in public relations, crisis communications and media relations.

Ultimately, you need to know about events that could damage the company’s reputation and revenue.

What are your solutions?

Tip 1: Conduct training programs that inform employees about the need to protect the company’s reputation and revenue through good reporting. Many employees and leaders never really make the full connection to the bottom line. Help them.

Tip 2: Establish an easy way for employees to notify the home office of a potential problem.

Tip 3: Train employees to get in the habit of using that notification method.

Tip 4: Provide positive recognition for employees who use the reporting mechanism and appropriate repercussions for employees who fail to report an event that could damage either reputation or revenue.

Tip 5: Do your part to speed communications by spending time on a clear sunny day to write a library of pre-written, fill-in-the-blank news releases so that you are not responsible for delaying crisis communications.

Crisis communications is a team effort and the team needs to be built for speed, both in the field and in the public relations office. One way to address this is to use the current Secret Service headlines to open a discussion with your executive staff.

If you have a great system you’d like to share with your public relations colleagues, please send me your thoughts in a guest blog post. gerard (at) braudcommunications.com

If you would like to discuss best practices for a public relations and crisis communications team built for speed, feel free to call me at 985-624-9976.

Brand Judgment Day

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Racist chantBy Gerard Braud –

Judgment day in the Biblical sense is the Godly determination of your fate at the end of time.

We’ve been taught that we do not know the hour or the day of our death or judgment.

But in the world of your brand, your products, and your services, we do know the day and we do know the hour. In fact, we know the minute.

The time is now. Social media and the throngs of participants on social media could be described as the most judgmental slice of humanity that civilization has ever seen.

Last week I watched two national stories unfold that led to a lot of online judgement. The first was the story about the Sigma Alpha Epsilon fraternity members singing a song filled with racial slurs. The second story babyswaddled in american flagwas about a photographer who posted a picture of a baby swaddled in an American flag.

[My goal is to interview both the fraternity brothers and the photographer to learn more about their experiences of being judged so harshly and so quickly. If you can introduce me to any of these folks, please call me.]

Swift social media judgment is a rather interesting phenomenon, considering the societal emphasis placed on political correctness. The political correctness movement had its roots in the 1990s.

When you think about it, an entire generation of young people have been taught that a person should not be judged by the color of their skin, or their ethnic background, or their religion. From there it grew into not criticizing someone because of his or her sexual orientation or gender identity.

Perhaps an unintentional consequence of the political correctness movement is that many people feel compelled to correct everyone else’s speech or behavior. Essentially, people anointed themselves as the police of appropriateness. Individuals became self-ordained. Many attempt to shame the rest of the world into adhering only to thinking as they do and approving only what they approve.

So would this also be true? Would it be true that as the political correctness movement spreads, parents, teachers, and well-intentioned folks enable a new breed of judgment that replaced the kind of judgment they were actually fighting against? Did they endorse and encourage judgment? And was the new judgment harsh?

For a large segment of the population, every day is the day they judge everyone around them. Hence, everyday is judgment day.

About this same time political correctness judgment took hold, talk show hosts such as Rush Limbaugh began their own breed of judgment. This opened the floodgates of copycat radio shows, which made many older adults also increase their level of harsh judgment and verbal criticism.

As this age of judgment was born, unto everyone was also born the Internet, social media, and technology.

Blogging and anonymous comments on blogs represented phase one of judgment. Phase two of judgment began when media news websites opened their doors to anonymous comments. Then phase three emerged with the birth of Facebook and Twitter.

Specifically to Facebook and Twitter, what could be a platform for sharing joy and goodness has become the trolling grounds for those who judge, hate and comment negatively with gusto. Social media can be a real hellhole for your brand.

The truth is, we all judge and pass judgment with every thought. You have thoughts about the products you buy, services you contract for, people you encounter at work, etc. You also have thoughts about every person you see. Your mind creates a near immediate impression as to whether you initially like someone or not. Your judgment on that may change within moments. You make judgments based on what a person is wearing, their body type, their ethnic background, and what they say.

You are in judgment of others, regardless of whether you have pleasant thoughts about a person or negative thoughts.

But do you verbalize every conceivable thought you have or have you been taught the art of self-control?

Many of us were taught the adage, “If you can’t say something nice about somebody, then don’t say anything at all.”

The political correctness age shifted that to, “If someone says something that is not nice about someone you should correct him or her and put them in their place.”

That is called judging those who judge.

This has all morphed into a self-ordained right to comment on social media about everything in society. I don’t see it stopping anytime soon.

 

The Self-Centered Media and How it Affects You  

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By Gerard Braud –

gerard braud ron burgundyThe media love their gadgets. They also love promoting their gadgets.

At KSLA 12 in Shreveport, Louisiana, LifeEye12 was our mother ship. That is why I laughed so hard when the opening scene of the movie Anchorman shows Ron Burgundy stepping out of his helicopter. I’m not, however, laughing at CNN’s disgraceful coverage of the 50th anniversary of Bloody Sunday in Selma, Alabama.

Disgraceful, I say, because of CNN’s coverage of their drone video of an empty bridge.

KSLA Gerard Braud HelicopterFlashback to the 1970’s and 80’s — a news helicopter was the epitomy of status and the gadget of all news gadgets. At KSLA, it was
so important for us to mention and show the helicopter that I was almost fired as weekend anchor because I failed to show our anchorman landing in LifeEye12 at a local festival. Silly newsman and journalist Gerard Braud thought it was more important to report on the four different stories involving fatalities that day than to feature our helicopter. CNN is the latest sinner. CNN is using a drone and they are supporting my premise of the media making it all about them. (See Chapter 3 of my book Don’t Talk to the Media Until…)

Jon Stewart did a brilliant job of calling out CNN for their excessive coverage of the fact that they were using a drone to photograph the Edmund Pettus Bridge, even though there were no people on the bridge. If you haven’t seen it, watch this clip four minutes in. He calls out their sin better than I can even dream to.

gerard braud drone story

Click to watch video

The lesson for all of you is that each day it becomes harder to get the media’s attention. CNN would rather spend valuable airtime talking about themselves and their drone than reporting on the issues of the day. And because media copy media, you can expect to see valuable airtime on your local television station wasted as your local media praise themselves for buying, owning, and using the same toy that all of us have access to.

Cold Facts About High Bills: Crisis Communications Tips for Angry Customers

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electric cooperative high bills gerard braudBy Gerard Braud –

Today’s crisis communications tip looks at what happens when angry customers take to Facebook to complain about your company. Complaints on your Facebook page or complaints on a Facebook group page built for and by the complainers is creating public relations problems for companies.

All of us can learn from this perfect crisis communication lesson — It can be found at every utility company, where customers who are angry about their high winter bills and are venting their frustration and anger on Facebook.

Many utility companies do exactly what they should not do: They do nothing.

The men and women in leadership positions at both investor owned electric companies and rural electric cooperative companies have spent decades practicing the art of hope, as in, “I hope this just goes away.”

Hope is not a crisis communications strategy, especially in the age of social media.

However, engaging with these angry customers on Facebook can be problematic because social media is filled with traps.

Trap 1: If you comment on a post that is either positive or negative, it can lead to an exponentially high number of negative responses.

Trap 2: If you comment on any Facebook posts, it sends it to the top on everyone’s news feed.

What do you do?

Solution One: Fix the problem and/or make the anger and hostility go away. The reality is there will never be a refund for electricity used. And chances are, the customer has forgotten that their bill was likely this high during the coldest month of the year 12 months ago and just as high during the hottest month of the year six months ago. But they would rather blame their electric winter storm cleoncompany than to take personal responsibility.

The solution is to manage the expectations of the customer by eliminating the peaks and valleys in their bill by offering an option to have what many companies call bill averaging or bill levelization. It means the customer will see nearly the same amount on their bill every month. Often, it will reduce this month’s $400 bill to an easier to pay $250 bill, which makes the customer happier.

Solution Two: Take the discussion offline. In many cases, the best way to handle an angry customer is to have customer service pick up the phone and call them directly. Customer service is able to demonstrate the type of soothing, personal concern that would be lost on a Facebook post.

Make the Crisis Go Away

The problem with the, “I hope it goes away” philosophy is that the problem will go away within the next two months as spring arrives and many customers use little, if any heating or air conditioning. But the problem will return during the hottest month of the year, then go away, then return next winter.

If you have a solution that can make the crisis go away once an for all, then by all means do it.

Did the SNL ISIS Skit Go Too Far? A Lesson in Opinion Based Crisis Communications

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isis 2By Gerard Braud –

In the classic sense, it is not a crisis, but there is an underlying crisis communications lesson regarding the Saturday Night Live sketch on February 28, 2015. Social media is buzzing with opinions about whether SNL went too far.

SNL mocked a commercial where a father drops his daughter at the airport as she heads off to fight for the U.S. military. In the sketch, the punch line is that the daughter joins ISIS, rather the U.S. military.

Is this type of humor over the top. Yes? Is that the purpose of SNL? Yes? Do I care whether anyone else things it is funny or perfect? Not really.

The crisis communications lesson here is that people constantly judge. Their judgment gets loud and amplified on social media.SNL

According to the Gerard Braud “Rule of Thirds,” one third of the people will always love your institution or your company. One third will always hate your institution or your company. Then there is a third in the middle that will swing like a pendulum.

If your company experiences a social media crisis filled with the kind of opinions that SNL is facing, you should never try to win over the third that hates you. Yes, Taylor Swift is correct that, “Haters gonna hate, hate, hate.” In other words, the one third who hate you, for the most part, will never change their opinion.

Your goal should be to persuade, comfort, and win the third in the middle, while supporting the one third who do love your company.

You have likely been taught that you can please some of the people some of the time, but you can’t please all of the people all of the time.

In the world of crisis communications, my expert advice is that you try to please 2/3rds of the people all of the time.