Using Google Trends to measure the effectiveness of crisis communications

It's generally accepted that crisis communications is a worthwhile pursuit. But in a world where executives want to measure the effectiveness of everything, how do you know if your crisis communications plan actually worked?
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David Letterman gives a lesson in crisis management

David Letterman gives a lesson in crisis management
Even if you didn't watch the Late Show with David Letterman last Thursday night, you've likely seen the news coverage that followed it. Letterman used 10 minutes of his show on October 1st to tell millions of people about an alleged extortion plot against him. If you're unfamiliar with the story...
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Globe and Mail's Salutin takes cheap shot at PR

In his column in the Globe and Mail this morning, Rick Salutin reveals a serious bias against the PR industry. What's that, you say? A reporter who's got an axe to grind against PR?

Everyone (particularly a newspaper columnist, who's paid to fan the flames of controversy) is entitled to his/her opinion. On that note, here's mine. This column is an unwarranted cheap shot at the PR profession.

Salutin uses the Michael Bryant affair as his platform (the recent case in which a former Ontario politician, in the car with his wife, was involved in an altercation with a bike courier which resulted in the courier's death). After noting that the media coverage of the event has served the public well, Salutin writes, "But there's one element that irritates me severely. It's the presence, since very early, of a public-relations firm aiding Mr. Bryant."

The rest of the column doesn't seem to have a clear point. It just rehashes journalism's old disdain for PR. He also suggests that the other problem at play is that many journalism grads end up in public relations. And that a "depressing quantity of news stories, especially in areas such as medicine, now come from well-produced PR packages sent on behalf of pharmaceutical firms and the like."

He bemoans the fact that PR people "may put words in client's mouths, vet their ideas and advise on whether to speak at all".

Is this guy for real? Salutin has been at this game a long time. His feigned naivete on the role of PR comes off more like a columnist's device than genuine concern. If a prominent public figure gets tangled up in a situation like Bryant did recently, their first two phone calls should be to their lawyer and a PR firm. The man's career, reputation and freedom are on the line. And given the media's love of 'David versus Goliath' stories, the bicycle courier starts out as the clear favourite in the court of public opinion, even though the truth has yet to emerge. Bryant likely has a million things going through his mind. Hiring experienced professionals for council on how to handle his one shot when the TV cameras are shoved in his face is not shocking, insulting, or devious. It's common sense. And if Salutin happened to be the unfortunate individual in the car that night, I'll bet he would have the Globe and Mail's PR firm (that's right, the Globe and Mail has a PR firm) on speed dial - pronto.

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File under 'brutal news releases'

PR folks should get a kick out of this recent news release from the Joint Canadian Tanning Association. It was issued in response to recent media coverage about the alleged damaging health effects of tanning beds. I would specifically draw your attention to the quote at the end of the release - it borders on ridiculous.

Here's the link...

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How NOT to respond to a negative review of your new book

Don't post anything on a blog that you wouldn't want to see printed in the Globe and Mail. Or the National Post. Or the New York Times. Well, you get the idea...

Caleb Crain recently wrote a review of Alain de Botton's new book for the New York Times Book Review. The review was less than flattering. Rather than taking it with a grain of salt, Mr. de Botton posted the following venomous comment on Crain's blog:

"I will hate you till the day I die and wish you nothing but ill will in every career move you make."

The flaming blog post has made headlines around the world (including the publications mentioned above).

Mr. de Botton has said that next time, he would "put this message in an envelope, not on the Internet."

Read the NYT coverage of the story here.
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MySpace CEO calls staff 'bloated' in media statement

MySpace today announced plans to cut its staff by nearly 30%. Job cuts like these are always unfortunate for those affected, but it's important for the company's leaders to handle the situation properly from a communications standpoint in order to serve the company's best interests in the long-term.

In a prepared statement, Owen Van Natta, the company's CEO, said, "Simply put, our staffing levels were bloated and hindered our ability to be an efficient and nimble team-oriented company."

"Bloated?"

How do you think this word makes the departing employees feel? Valued? Appreciated?

And of equal importance, how do you think it makes the surviving employees feel?

I suspect that the word 'bloated' was specifically chosen to characterize MySpace's growing staff complement as something that happened by accident. Like eating too much at a buffet, for example. The right approach would have been for management to take accountability for the situation and outline their plan for continued growth and profitability. These people didn't hire themselves. Someone made these hires. And now, faced with a recession, and with Facebook and Twitter eating away at MySpace's audience, revenues are down.

The word 'bloated' is also getting extensive pick-up in the media as part of this story, including the New York Times.

The far superior quote was from Jonathan Miller, News Corporation's chief executive of Digital Media, who said, "MySpace grew too big considering the realities of today’s marketplace. I believe this restructuring will help MySpace operate much more effectively both structurally and financially moving forward. I am confident in MySpace’s next phase under the leadership of Owen and his team."


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Really, AIG?

$165 million in bonuses to your employees? Really?

In the wake of the $170 billion government bailout the company has received, this move defies reason and only serves to underscore the prevailing greed that has created this global financial disaster.

The best quote I've seen so far was from New York attorney general Andrew Cuomo, who said, "A.I.G. made more than 73 millionaires in the unit which lost so much money that it brought the firm to its knees, forcing a taxpayer bailout. Something is deeply wrong with this outcome."

The company says these bonuses are needed to persuade employees to stay on with the company. Where else are they going to go and work? The companies that haven't imploded are significantly impaired. These folks are lucky they still have jobs at all.

It is shocking to think that no one at A.I.G. saw the awarding of these bonuses as an impending PR or business disaster. But apparently sound judgment is not something the company is flush with.

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Michael Phelps's image takes a (bong) hit

Over the weekend, a photo emerged showing Olympic gold medalist and media darling Michael Phelps taking a haul from a bong. The picture could prove costly to the man with the most Olympic gold medals in history. Corporate sponsors have been lining up to associate themselves with Phelps since the summer Olympics. Many of those companies are likely to reconsider their association with Phelps in the wake of his 'bong photo'. Phelps is still just a kid (23 years old), but if he wants to swim in the big kids' pool where the multi-million dollar endorsement deals await, such lapses in judgment are going to be unacceptable. While it's nearly impossible to put a precise dollar figure on the financial damage his reputation has suffered, a conservative estimate would have to be in the millions. The obligatory 'apology quote' prepared for Phelps by his agency, Octagon, was actually fairly decent: "I'm 23 years old, and despite the successes I have had in the pool, I acted in a youthful and inappropriate way, not in the manner that people have come to expect from me. For this, I am sorry. I promise my fans and the public it will not happen again." The quote had the right balance of sincerity and contrition. Unfortunately, no amount of eloquence or spin is going to put this toothpaste back in the tube. This is one picture that's worth at least a few millions words.

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Today's lesson: Burning bridges via the media

Getting fired from a high-profile job is never a pleasant experience. But true professionals know how to handle themselves throughout the process, market themselves effectively to other organizations in their industries and get their careers back on track. Lashing out at your previous employer in the media isn't part of the plan. But that's precisely what Barry Melrose did earlier this week. Melrose, who was recently fired after just 16 games as head coach of the NHL's Tampa Bay Lightning, got into a very public war of words with his former employer in a radio interview on Toronto's Fan 590. Here are a few of Melrose's gems from the interview: "I had guys in Tampa that wanted to run the team and I wouldn't let them....Every day was a constant battle." "They have guys in charge (now) and they can do what they want. Obviously that's not working out very well either." And when asked if he was happy to see his former team continue to struggle, he said: "I'm not going to lie to you, it does. And any coach who says it doesn't is a liar. I hope Tampa Bay doesn't win a game the rest of the year." It might have been a relief to get that off his chest, but his outburst clearly won't do much to impress prospective employers. If he had taken the high road in the media and put a lid on his controversial comments, Melrose might have had another shot at a coaching position in the future.

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A Cautionary Tale: Sean Avery

Anyone who doubts that their ability (or lack thereof) to handle media interviews can have a direct impact on their careers should consider the case of Sean Avery. Earlier this week, Avery made some awful comments to a scrum of reporters about former girlfriend Elisha Cuthbert (who is now dating Dion Phaneuf from the Calgary Flames). I won't repeat his comments here. You've probably heard all about them by now. If not, just Google it. The bottom line is that Avery's now famous lapse in judgment (that took less than 10 seconds to speak) will not only cost him his job with the Dallas Stars, but possibly spell an end to his NHL career altogether. Let's just survey the extensive damage done by one poorly-considered quote to a few sports reporters. Avery has been suspended by the league. His teammates have said openly that they don't want him back. He's sure to take a significant financial hit. The team's ownership and management are in damage control mode. And the Dallas Stars, who are a perenial NHL contender, are having a dismal season. While the team's performance can't be attributed solely to Avery's ongoing behaviour problems, it certainly can't be helping them. And this doesn't even take into account the emotional pain that he's caused his former girlfriend with his mindless comments. The NHL is a business like any other. The players are expected to represent their organizations in certain manner in their dealings with the media. I've always held that the ability to conduct effective media interviews is a career-enhancing skill. Conversely, the inability to manage interviews strategically can be a career time bomb waiting to go off. That's something Sean Avery will have plenty of time to think about in the years ahead, as he contemplates the multi-million dollar career that was destroyed by a few poorly-chosen words.

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