Comments on: Three Mile Island to G20: lessons in crisis PR

By: Gary Dunlap

Gary Dunlap — Fri, 10 Apr 2009 01:38:55 +0000

For most of my 30 year career in PR, I’ve dealt with client crises. Truth is of paramount importance throughout – not just during the first 24-48 hours – saying what is known and what is not known. Cleints that are unwilling to be truthful – fortunately not many – I walk away from. But it’s also important to balance disclosure with legal sensitivities so that any future litigation is not negatively impacted. Unfortunately, sometimes clients take that legal concern too far and end up saying nothing (including not expressing sympathy for any inconvenience, financial impact, injury or victims). Also many clients focus on the short-term bottom line (how much would it cost to close a facility to do a thorough investigation, for example) rather than the long-term impact to reputation which could have a much more devastating effect. One more thing: the proliferation of citizen journalists on line and the 24 hour news cycle has upped the ante. Comapanies must be vigilant in monitoring on line dialogues and immediatley correcting mistakes and false premises.

By: Kathryn

Kathryn — Thu, 09 Apr 2009 18:52:17 +0000

I could not agree more on all the comments I’ve read. I especially agree with Rusty’s comment about truth. My former career was in Business Continuity Planning, so I understand the value of disseminating information in a timely manner. I raised more than a few eyebrows when I wrote the communications response section of two organization’s continuity plans because I stated you need to give the truth, as much as you can as quickly as you can. I stand by that even more that I’m on the communications side of the fence.

By: Rusty

Rusty — Thu, 09 Apr 2009 18:34:19 +0000

I agree with your premise. I would like to add that PR pros have a bad habit of feeling the need to treat the public like mushrooms (keep them in the dark and feed them manure). While information and crisis management is neccessary the truth should be the option of first resort. Unfortunately, truth is an issue less and less important as time goes on. And yes, I have been dealing with the press on and off for 25 years.

By: Alex Filip

Alex Filip — Thu, 09 Apr 2009 18:33:52 +0000

Crisis resonse is a teachable, learnable skill. There are a lot of things that can be done wrong. Quick release of information is the most often violated rule – usually because the word “quick” delivers heartburn equal to your pay grade. The reality seems to be that the quicker the facts are out, the quicker the story dies.

By: Mark Sofman

Mark Sofman — Thu, 09 Apr 2009 15:37:38 +0000

It sure as hell did not help MetEd communicators that the film China Syndrome was released only 12 days before the accident. No doubt, the professional anti-nuke activists couldn’t believe their “luck.”