It is always a good thing in crisis management when the person at the top says, “The buck stops here,” and they are willing to resign because a significant crisis happened under their watch.
Listen to my opinion with Radio Host Kate Delaney:
This does 2 things. From a public relations and crisis communications standpoint it:
1) Sends a strong signal that someone is being held responsible
2) It communicates that change is coming
Julia Pierson, a 31 year secret service veteran resigned as head of the President’s protection agency as a result of an increasing number of secret service failures.
A true leader demonstrates good character by stepping down when they are unable to manage a crisis and when the crisis gets worse. Some of the scandals and shortcomings happened before Pierson took the job. But she was also appointed to clean up the agency last year after the Cartagena, Colombia prostitute scandal in 2012.
Before she could even start to clean up the previous scandal, three secret service agents responsible for protecting the President in Amsterdam were sent home for being drunk. One was reportedly passed out in the hallway of their hotel. Pierson, as leader, put the agents on administrative leave.
But when Omar Gonzalez jumped the fence and got inside the White House, it became clear that too many problems were happening too fast. At the same time a story broke about a November 11, 2011 incident in which a man parked his car on a street near the White House and reportedly fired a semiautomatic rifle multiple times, hitting the building.
Too many security lapses means somebody needs to take the heat for the ongoing crises.
I’ve written many blogs in the past few weeks about the NFL scandals and the need for Roger Goodell to demonstrate he has leadership by admitting his repeated failings and stepping aside. Julia Pierson is a leadership role model for crisis communications and crisis management. Goodell would be well served to learn from her example.
When a crisis strikes where you work, a good leader makes the crisis go away and communicates what happened and what changes are on the horizon. Often your job in public relations is to be the one to support the leader and guide them to make the right decisions.
By Gerard Braud