Having the right spokesperson can really make or break your story, your cause, and in some cases, your company. It’s crucial to think about who is representing your brand to make sure the messaging is clear, concise and powerful.

Last week, I was reminded of just how important the right spokesperson can be.  I was working with the Alzheimer’s Society of British Columbia (ASBC) on media relations surrounding the city of New Westminster becoming the first in B.C. to train its councilors to be ‘Dementia-Friends’. This training session is part of a larger initiative aimed at helping communities develop the skills necessary to properly support those living with dementia.  To start the training session, Maria Howard, CEO of ASBC introduced the society and its role in creating dementia-friendly communities. She then turned the floor over to Jim Mann – a past member of the ASBC Board of Directors. Jim was diagnosed with Alzheimer’s in 2007 at the age of 58, and has since grown to become a tireless advocate for dementia through awareness, education, and stigma reduction. Jim shared some of his experiences with dementia to an extremely engaged, emotional audience:

“Now, eight years after living with Alzheimer’s I have come to realize I have good days and I have bad days. I suppose the same can be said for all of us, except when I have a good day it means I get to exercise my independence, and when I have a bad day, when my mind is too muddled to do much on my own, it means I need support,” he said. “For those around us, this is an ever changing landscape of eggshells.”

The Mayor, along with every city councilor, spoke to the impact of Jim speaking after the training session was complete. Jim was able to connect with the audience because it was authentic – he was sharing his personal experience, and it was easy for everyone to relate to.

The messaging for the Alzheimer’s Society was clear: dementia is something that affects us all, and it’s also something that  communities can support to lessen the challenges surrounding this disease. With personal stories about his own struggles  with dementia, Jim Mann had a profound impact on the audience – I can guarantee everyone left feeling inspired to pass on  the messages of the Alzheimer’s Society to their own networks, which is exactly what you want a spokesperson to do.

Tags: Alzheimer's Society of BC, ASBC, branding, Jim Mann, Spokesperson

Layers of truth have defined every crisis I have been involved with during my 15 years in public relations. While it seems obvious that a client would recount their story fully when first meeting with the team they’ve hired to help them, in my experience that has not always been the case. I’ve learned that people often ‘forget’ major details, and it can take a few days or longer for all the information to come out. Indeed, in some cases it never does.

As the story of Jian Ghomeshi and his accusers unfolded last week, and the media and public narrative around him shifted, I asked myself: If Ghomeshi had asked Peak to work with him through this crisis, would we have said yes?

On Monday, the answer was yes. By Thursday, the answer was no.

When Ghomeshi first published his 1,600-word Facebook post last Sunday, some assumed it had been written without assistance from his publicist or the PR firm he had hired to handle his crisis, yet it displayed fundamental principles of crisis communications 101:

• Take control of the message and frame the narrative
• Be credible and human
• Provide media with enough detail to cover the story

His confession was shocking and intimate, and was directly communicated to a huge audience via a social channel that is both personal and viral. In the first 48 hours, tens of thousands expressed their support for him and shared his post, which had soon garnered over 100,000 Likes. His support was palpable and very real. By all accounts it was a PR win.

But, over the course of the week, more women came forward and more accusations of non-consensual, unprovoked sexual violence were laid against him. The stories these women told were shocking, disturbing and offensive. Doubt began to collect around Ghomeshi’s side of the story. People began to question what he didn’t reveal in that candid Facebook post.

By mid-week, Ghomeshi had begun to lose Facebook Likes at a rate of 350 an hour. By the end of the week, he had been dropped by Navigator, his crisis communications firm, and Rock-it Promotions, his longstanding PR firm. He was also dropped by his publisher, two speaking firms and an electro-pop singer whose career he managed through his production company. Perhaps most importantly, Toronto’s Metro police have now opened a sexual assault investigation into the allegations against him.

Public opinion is stacking up against Ghomeshi and has moved to the side of Ghomeshi’s accusers.

Did Ghomeshi reveal everything to Navigator when he first met with them? Instinct and experience lead me to believe he withheld major details. As a PR professional advising clients in a time of crisis, you need your client to be forthcoming with information, accept the consequences of their actions, and work collaboratively with you to manage their brand and public perception. Without equal measures of credibility and accountability—and without co-operation—planning and implementing a successful crisis commuications strategy becomes almost impossible. Without these elements, I would never want to support a client through a crisis.

At the end of the day, it is up to the client to decide if they want to move forward with the agreed-upon communications strategy. But PR consultants also have the option of saying no, and at Peak we have said no to potential clients in the past. Ghomeshi, had he sought our expertise, would have been another. By the end of last week, it was clear Navigator and Rock-it Promotions felt something similar.

We shall see how Ghomeshi manages public perception and his brand in the weeks and months going forward. For now, though, as Ghomeshi’s layers of truth begin to curl and peel away, we will wait to see what week two of the crisis brings.

Tags: CBC, crisis, crisis communications, Ghomeshi, media relations, scandal

For the last three days the biggest water cooler topic across the country has been CBC’s firing of Jian Ghomeshi.

Ghomeshi‘s $55-million lawsuit and the numerous allegations about Ghomeshi’s violent sexual behavior, lead many to conclude that he will never work in the media again. Most people are wondering: “Who would hire him?”

While the CBC won’t take Ghomeshi back (ever), I expect he’ll have little problem bouncing back in his successful media career. Here’s why:

Many talented film, sports and media stars have had similar moments of “heightened awareness,” about their abnormal or illegal sexual behavior, yet most have gone on with their careers. I don’t recall Roman Polanski or Woody Allen making apologies for their disturbing sexual relationships.  The revelations resulted in a loss of fans, but both continued with their successful careers as film directors.

In 2009 David Letterman issued a preemptive strike to a breaking scandal by using his national talk show to drop a five-minute bombshell in his monologue. He used the platform to talk about his affair with a coworker only six months after he was married. His show and contract with CBS continued like nothing happened and his marriage is still intact.

Ghomeshi’s incident is reminiscent of the Marv Albert scandal in 1997. Albert had charges filed against him for viciously biting and having forced sex with a woman he’d had a relationship with for several years. Marv was a very big personality in the USA at the time. He’d appeared on “Late Night with David Letterman” over 100 times with his presentation of the plays of the month. And he’d been the play-by-play voice of the New York Knicks basketball team for 30 years leading up to this incident and had done national broadcasts for Super Bowls, Stanley Cup finals and basketball finals.

Albert lost all his jobs and contracts at the time. His lawyers and PR advisors recommended he take a six-month long ‘time out’. After the court case and Marv Albert’s guilty plea, he did a series of high-profile media appearances. In a one week blitz he appeared on Larry King on CNN, David Letterman on CBS, Katie Couric on NBC’s ”The Today Show” and “20/20” with Barbara Walters on ABC.

The PR strategy was for Marv to tell his story fully and quickly. He overexposed himself for a week. Being an experienced media veteran, he was sympathetic and got a passing grade in the court of public opinion. He then stopped the interviews.

At 74 years old, Marv Albert is still active today, calling NBA and NFL games on American TV networks and he is a member of the Basketball Hall of Fame.

We are still in week one of a drama that hasn’t fully played out. Ghomeshi issued his preemptive strike online. He should now take a ‘time out’ and let the story fade.

Will another Canadian network provide him with a similar platform as the CBC’s? Will he get a gig with NPR who aired Q in US markets?  I think he’ll land somewhere. He’s a talented broadcaster with a loyal following. He’ll be back.

Tags: CBC, communications, crisis communications, Ghomeshi, scandal

In this second leadership post that explores some of the key takeaways from The Art of Leadership conference last month, I’m going to shift the focus away from New York City and Rudy Giuliani’s leadership principles and focus on the power of pictures.

I have to confess that several people have recommended Dan Roam’s The Back of a Napkin to me. In fact, I went so far as to buy the book last year. But it remained unread on my shelf, having taken second place to life. Newly-inspired by Dan’s talk on the power of pictures, it has been promoted to my bedside table in the hope that I’ll soon never have to communicate through text again.

Dan’s presentation was simple yet effective, just like his ‘matchstick’ pictures. He discussed how pictures are a common language and pointed out that every company and leader needs a vision and a vision requires pictures. He reminded us that pictures can serve the following purposes:

• Make complex issues, simple
• Help solve problems
• Clarify, create, convince
• They are compelling and memorable

When you think about it, it doesn’t make sense that we neglect the visual side of our brain so much. Roam encouraged us to tap into this potential more regularly, reminding us that our visual mind never sleeps and that humans are visual processing machines. Yet we’re often not intentional around our use of images. He gave us some tools and tips to takeaway that will help solve problems and/or help share understanding among team members. Here you can see how he adopts this simple approach by getting people to talk through the who/what, how much, where, when, how and why of something, to help map-out a pathway.

I don’t think it’d be realistic to start drafting news releases that only include images or sending client reports showcasing stickmen. But I do think there’s a lot of value in leaders and communications professionals considering using images more frequently, whether it be during brainstorms, strategy planning sessions, or in proposals. Ultimately, we all relate to pictures. And I’d argue that the more we can simplify life, the better.

Tags: communication, employee communications, language, leadership

Last week, I had the fortune of attending the Art of Leadership conference here in Vancouver. An interesting, insightful and inspiring one-day event, it featured an impressive line-up that included Rudy Giuliani, Hayley Wickenheiser, Charles Duhugg, Dan Roam and Dr. Vince Molinaro.

Given the sheer volume of information presented and exchanged at the conference, I though it best to share the key learnings from each speaker in a series of blog posts to be published in the coming weeks.

Former New York City Mayor Rudy Giuliani was the keynote for the event and arguably the most influential speaker, so it seemed appropriate to start by sharing some of his leadership principles.

Rudy Giuliani’s Six Leadership Principles:

1) Establish a set of beliefs: what are your goals? What do you want to accomplish? Always have a plan and an agenda and ensure you are accomplishing it daily. You must be clear when you share your goals and plan with others. People can’t follow ambiguity. And don’t forget that you need to be able to measure your goals.

2) Be an optimist. People follow hope. And they won’t follow someone who can’t provide solutions. Ensure you train and encourage those around you to always bring you solutions instead of problems.

3) Show courage. It’s a fact: most great people fail before they succeed. Take risks, learn from your failings, pick yourself up and overcome your fears.

4) Relentless preparation. Rehearse everything. Think of every possible outcome and prepare for it. Understand that things may go wrong and something unanticipated may happen. But if you’re prepared, your confidence and agility will see you through the tough, unanticipated moments.

5) Team work. Know yourself and build a team that balance your weaknesses with the strengths of other people.

6) Communication. Sharing feedback with those you work with is key. And track metrics to ensure you know exactly where you are as compared to your original goal.

Giuliani was charismatic and charming — as one hopes a leader to be — and often illuminated his principles by applying them to his experiences as a lawyer and as Mayor of New York City on 9/11.

But it was his final point, which didn’t make it onto his toplist of principles, that actually resonated most with me: ultimately, as a leader, you have to love people and care about people. You need to be there and support them in life and in business. In return, people will take care of you and go above and beyond the call of duty.

Tags: communication, conference, leadership, public speaking, Rudy Giuliani, team work

I was called by BCBusiness magazine writer, Kristen Hilderman, with the question: Does every company need to know how to communicate in a crisis?

The short answer is yes. Any company or organization can face a crisis requiring them to work with the speed of social media to protect their reputation. Once a worst case scenario hits, the scramble is on to do and say the right things.

This subject is extremely topical because Vancouver’s two recent SkyTrain shutdowns, in the same  week, were aggravated by poor communication with many hapless commuters trapped on trains.

This followed Lululemon founder, Chip Wilson, creating his own crisis by implying women who require larger sizes shouldn’t buy the company’s yoga tights.

He got publicity alright. But it was the wrong kind. The online petition fell just short of calling for a complete boycott of Lululemon stores and their products.

Laterally speaking, it was the Mount Polley mine tailings pond dam failure releasing that brought crisis communications to the forefront. The flood of 10 million cubic metres of waste water, plus more than four million cubic metres of sediment flowing through a failed tailings pond dam, created its own flood of public outcry and media questions.

Imperial Metals seemed slow off the mark — they communicated with a news release on their website. That quickly got stale and nobody in the head office was available to respond to media questions.

So what are best practices in these situations? Have a crisis communications plan. Ensure that it is practical and that it works. Run a crisis simulation so you can find and resolve any glitches.

That plan should be a quick-response blueprint for anything that might imperil your organization’s reputation.

Make sure the plan is short and workable. Templates for holding statements, fact sheets, topics and key messages, news releases, media advisories, as well as a resume of predictable questions and recommended answers, should be appendices. Crisis communicators should be able to use the templates to cut and paste to meet current needs.

Select key spokespeople and put them through media training. There is a well vetted methodology for managing crisis communications by communicating effectively with media and stakeholders.

With all that in place, issues and crisis management is still very challenging, as those who have been dealing with recent events know all too well. But there is a way through and preparation is everything.

It will be time and money well spent.

Tags: Communications plan, crisis communications, issues management, media relations, media training

When a well-respected newspaper reporter at a major paper says he received “the saddest press release I’ve ever seen,” it’s definitely worth looking into.

The short email pitch in question promoted the latest book predicting the end of the world, from an author who had incorrectly predicted the end of the world in 2012. Vancouver Sun reporter Douglas Todd, who received the pitch in his inbox, wrote, “I am speechless. The things that publicity companies will do for their paying {delusional} clients.”

Reporters get a lot of releases. On a single day as assignment editor at CTV in Vancouver in 2001, I got over 2,000 pages of faxes, all claiming to be news. Today the internet has made it even worse, because delivery is easy and free.

So here is my top-10 list for getting noticed and avoiding becoming “the saddest press release I’ve ever seen.”

A news release needs to be actual news. That’s why we call them newsreleases. They need to be a news story that meets the standards of the particular outlet, including bloggers.

Link it to a current issue. The media don’t really care that you are opening up another restaurant in a city full of them. But these days, if you are training local workers and providing opportunities for the unemployed, that is news.

Solve a problem. Too often news stories present problems without solutions. The public craves solutions. I was a TV consumer reporter for almost 10 years and many of my stories showed viewers how they could solve issues themselves in the real world. In news-speak it’s “news you can use.”

Focus on those affected, not on yourself. The more people affected, the bigger the story. If your news release is all about you, the newsroom won’t care. Show the individuals who are positively affected, what assignment editors call “real people,” and give reporters access to them as part of your pitch.

It’s not an ad. If your news release reads like an advertisement, the assignment editor is going to say “go buy an ad.” Replace your company name with your competitor and then see if your family would watch or read that story. If not, it isn’t news.

Give it context. I worked with an assignment editor who would ask the same short questions every time you went out on a story and when you returned: “Biggest ever? Worst ever? Best ever?” He was really asking reporters to give the story some context so the public understood its importance.

Facts are good. You don’t need to overwhelm reporters with facts but key facts that support a story are welcome. If you don’t provide facts, reporters will go looking for them on the internet and as we know many internet “facts” aren’t true. So do some of that research for a reporter and provide them with the facts they need.

Timing may be everything. If you have the greatest school backpack ever made, that ensures children don’t get sore backs, it makes sense to tell the world when parents are out buying for back-to-school, not at Christmas.

Be the good example. Many businesses large and small give to charity and they hope to get a mention in a charitable foundation’s thank-you news release. Next time, take a leadership role by encouraging others in the community to join the cause and show how giving impacts real people. You see the difference? It’s not about you and the big cheque, and getting thanks for it. It’s about the real people that benefit as a result. They represent the larger picture.

Pick the right media targets. Not all news releases are suitable for all outlets. So being more selective can improve your results. Customizing the release and its style can improve pick-up as well.

If I were choosing the saddest news release, it would be the one that follows all the 10 points, gets the media all excited, after which the client says they are too busy for interviews. Getting media pickup is not easy and you don’t get second chances.

Tags: current events, media, news release, newsworthy, press release, Writing

The day before he was to be introduced as the next Vancouver Canucks president of hockey operations, Trevor Linden says he was put in an impossible situation during a live TV interview. He told Global News he had never talked to the Vancouver Canucks about the job. “I had never really thought about it to be honest,” he said. After four and a half minutes, he ended by saying an announcement was not imminent. It would soon be revealed that none of this was true.

The next day, he was apologizing as he was introduced as the team’s new president of hockey operations. The Province newspaper called it a “barefaced lie” while its blog editorial was titled, “Lying to fans is no way for Linden to win their trust.” SportsNet called it a “white lie” and the Vancouver Sun said Linden “wasn’t completely honest.”

As Linden explains his responses to questioning on live TV, he didn’t want to disclose that he had talked to the Aquilini family, owners of the Canucks, because he was trying to protect Mike Gillis, who was about to be fired, and the integrity of the process. He says he had to do what he did. And he did it calmly for four and a half minutes.  

Whether Canucks fans think it matters or not, there is a huge PR lesson here for everyone else.

Linden’s ‘impossible situation’ was of his own making. It shows that, even if you have done thousands of media interviews, you need to be properly prepared and you need to know when to say no. Here’s what he should have done.

Impose a media blackout The safest and smartest step for Linden would have been the media blackout. It’s a common step corporations take when there is big news they don’t want to leak out — and this was big news. As soon as he got into discussions with the Canucks, he should have gone off-the-grid, cutting off all contact with the media and cancelling all personal appearances, especially media interviews. This was not the time to go on TV to promote a new fitness concept.

Be prepared If he was determined to go on television or thought he might be tracked down by a diligent reporter, he should have anticipated the most obvious question: Have you been approached by the Aquilinis? The best answer would have been: “I have met the Aquilini family, but I am not in a position to disclose the details of those discussions.” Simple and truthful while respecting the process and soon-to-be-fired general manager Mike Gillis.

There are lessons for all of us:

• Each media opportunity needs to be assessed on its own merits. Sometimes the best answer is “no thank you.”
• Anticipate and be prepared for all media questions
• Prepare a toolkit of responses for any question that could catch you off-guard
• Negotiate the interview up front and get assurances any questions you can’t respond to won’t be asked
• Be prepared if the reporter asks those questions anyway

Trevor Linden’s brand credibility took a hit with fans and the media. He was right to apologize. It is sad that the entire incident could have been avoided.

You can bet the next time he does an interview, someone in the media will be thinking: “Is he telling the truth?” How long that will last is the great reputation unknown.

Tags: brand credibility, interview, media interview, media relations, Public relations, Vancouver Canucks

Peak Communicators was recently engaged by a well-established successful Canadian-based company selling internationally. The management group was in a quandary: they no longer knew who they were and where they fit in the marketplace.

The capable managers felt the company’s culture had gone flat, its messages were out of date and they were drifting.

They didn’t know who they were, who they wanted to be, where they were going and why they made a difference.

There was a strong feeling that the thousand plus employees had lost the fire in the belly to forge ahead in a changing marketplace and sales environment. Some new conquests were needed.

In short, they no longer knew what their story was or how to tell it. They wanted a motivational story to provoke change.

A story is a narrative describing an event or series events. It’s not a sales pitch for a product or service.

To resonate, a story must have three strong elements: emotion – information – call to action.

Peak facilitated a strategic brainstorming session with senior managers to unlock information. We developed the topics to be communicated and then filled those buckets with messages. Working with the managers, messages were refined into three key messages per topic.

Change is making somebody or something different. For this company, it had to be positive change toward a clear vision and direction. And it had to be exciting. They wanted a new story to lead the process for change.

Questions asked included:

• How do you see yourselves? Your products?
• Why do you do this?
• How do customers see you? Your products?
• What is your ultimate product or value proposition?
• What does change look like to you?
• Where do you see yourself in one year? Two years? Five years?
• What would success look like?

A remarkable amount of information tumbled forth during the half-day session. It was an opportunity to re-evaluate, redefine and set a new direction.

The new course should be established by analyzing the data established by the topics and defined by the key messages.

These topics and key messages became the guideposts for all communications: internal for employees, contractors and suppliers – external for customers, prospects and key influencers.

They are also the outline for THE story or stories that everyone can tell.

A communications plan should be a next step to guide communicating the exciting new messages that will give new purpose to employees and renewed motivation for business development and growth.

Tags: company culture, external communications, influencers, internal communications, Peak Communicators, pitching

It’s the goal of every PR professional to get a good headline. In the case of bad news, the goal is to avoid the cringe-worthy one. The cringe-worthy headline is even worse when it’s a self-inflicted wound, based on an actual quotation.

Take this headline from the Globe and Mail last month, “Canada Post CEO defends delivery cuts, says seniors will get more exercise.” Trying to find the silver lining in a dark cloud of negative news is not a good strategy. The “positive spin” of forcing seniors out of their homes to collect mail from a community box rates an eight out of 10 on the cringe-worthy scale. Canada Post CEO Deepak Chopra lost the good headline where the rationale for the decision could have been explained. Instead he was mocked by MP’s at an emergency session of a House of Commons committee for his “mail Participaction”.

It is unlikely you or I will ever be called before a Commons committee, emergency or otherwise, to be grilled by partisan MP’s, but a news conference bears all the same characteristics, especially when you are there to deliver bad news. Reporters can be just as tough as opposition politicians.

Here are my top 10 tips for avoiding the cringe-worthy quote.

1. KISS – Keep it Short and Simple.Because your announcement is “big news,” you feel that you need to hold an hour long news conference so the media gets the full story. Wrong. You need to hold a news conference which is just long enough to give the media what they need for a story, without giving them what they want, which is the negative comment headline. News conference success is measured in messages and not minutes. You don’t have to sit there and take an endless string of questions. In fact, reporters don’t like long news conferences, so you aren’t doing them any favours. Make your opening statement, answer a few questions make a wrap up comment and get out. If you find questions are becoming repetitive, you’ve already stayed too long.

2. Have the news conference professionally moderated. A CEO is at the top for a reason. Unfortunately turning to others for help often isn’t one of them. The stronger the CEO’s personality, the more they usually think they can “handle the media” by themselves. There is a reason politicians have someone run their news conferences. It’s so they can concentrate on providing the best responses to the questions. It is too much to expect one person to answer questions, keep track of who is up next, and not let one reporter dominate the news conference while at the same time judge the mood of the room and decide when it is a good time to wrap up. A moderated news conference stays on track and on topic. Professionals hire professionals to help them.

3. Don’t try to defend the indefensible, express regret instead. When you are delivering bad news, nobody thinks it’s funny. A glib response makes headlines (see above) and shows disrespect to those adversely affected. Present the facts and the reasons you are being forced to take the actions you are taking and the consequences of doing nothing. Don’t try to find the good news spin. It’ll just make you look ridiculous at best, insensitive, elitist and uncaring at the worst and your message will get lost.

4. Make a plan and stick to it. Every news conference needs a plan. It should be laid out minute by minute from when to give media the information (always before you start) through to how long you will speak and how long you set aside for questions. You should know which media members are coming, how they are likely to view the announcement and what questions they will ask.

5. Get media training on your specific announcement with real former reporters. Simulating a rough ride from veteran reporters will pay off. There is no substitute for being prepared and having specific training for your news conference with professionals putting you through your paces. You need to train until you are comfortable with whatever might happen. You should never be surprised by what is asked or how it is asked. But if there is something way off base, being trained how to deal with that scenario will ensure you don’t make the cringe-worthy comment. Again having a moderator there, managing the news conference, is crucial.

6. Practice. Media training is not one time only. There is no substitute for actually practicing it. You should have the team put you through your paces until you are comfortable. And don’t forget a refresher just before you go out to face the media.

7. Run your key messages and Q&A by a real former reporter. It’s like getting a second opinion. You get the fresh set of eyes and a fresh perspective. Remember that reporters are outsiders, so when you bring someone in for another look, they are simulating the reporter experience and are more likely to ask what a reporter will. No matter how thorough you are, I’ll guarantee they’ll find something that could trip you up. It doesn’t mean your communications team has done a bad job. It simply a matter of perspective.

8. Give the media the facts and rationale before you start. To tell your story, the media needs to have your story. The most common mistake that ensures a bad news conference experience and bad news coverage is giving the media the information when it is over. To ask intelligent questions, to understand your point of view, they need the information before you start and in time to digest it all. Then they will concentrate on the highlights you give them during the news conference.

9. Give the media what they need not what they want. What reporters want is enough time to ask questions that will get you to say or do something stupid, which for a reporter is a golden moment. What reporters need is enough information to do a story. That means they need to get only enough time to ask questions that supplement the information you have given them. It’s a lot less time than you think, particularly if you have already given them a clear set of facts. Give them the story you want by giving them only what they need.

10. Stay on script and on message. This is often the hardest step, avoiding message drift. I put it last because everything above leads to this. Doing the other nine steps will naturally help you to stay on script and on message. If you get the urge to go rogue, don’t do it, or you can guarantee what the headline will be. And I’ll have more ammunition for a blog post.

Tags: communication, headlines, key messages, media relations, newsworthy, Public relations, storytelling