Rotten fish

3Feb/10

I heard somebody on the radio yesterday trying to talk down the impact of negative media coverage. So, of course, the old chestnut was hauled out: “Today’s newspaper headlines are tomorrow’s fish and chip wrappers”.

Yes, of course, that used to be the case. Time buried most scandals. And the strategy for crisis and issues management took good account of that. “This time next year”, we’d say to a troubled client, “will anyone really remember this?”.

But no longer. The arrival of the Internet age means that the media storm that breaks about your ears will be still rumbling on for years into the future. Any time that anyone researches you or your business, there it all will be, stinking like rotten fish, but never disappearing down the waste disposal chute.

This makes it much more important than ever that negative media coverage is challenged, countered and corrected at once, as soon as it appears. Yes, there are things you can do about old, inaccurate and damaging stories if they keep popping up on the web. But this can be difficult, messy and not 100 % effective. The time to fight back is when you are under attack. Keeping your head down and hoping for the “fish and chip wrapper” effect just won’t work any longer. Here’s the new rule to remember: “What the media hook today will be rotten fish tomorrow”.

 

Why people stick around

27Jan/10

Tony Hunn, who masterminds all things technological at Chelgate, has just completed his 10th year at Chelgate. Amazingly, more than half the Chelgate team have now been with the firm for a decade or more. In an industry notorious for its flea-like job hopping, it’s truly extraordinary to find such a high level of “stickability”

So, what’s happening? Why on earth do they stay? It’s certainly nothing to do with the Chairman, who’s notably curmudgeonly, demanding and difficult.

In fact, I think I know why. It’s because of the jobs they are actually asked to do at Chelgate. When someone goes into PR, they usually do so because they want to do good work; to be an outstanding public relations professional. But the depressing truth is that in all too many PR firms - perhaps even most - the priority has shifted. It’s no longer about doing outstanding work for the client. It’s about maximising profit margins for the firm. So, the “product” becomes the chargeable hour, not the delivery of client service. The time sheet culture takes over, and people begin to forget why they are there in the first place.

Of course any half decent PR executive wants to work for a successful and prosperous employer. And they celebrate their firm’s successes and rue its setbacks. But the reason they went into PR in the first place was not to make their employers rich. It was to be the best PR professionals they could be. The success of their firm may be the welcome result and measure of their first class work. But it was never the primary objective.

When PR firms forget this; when they put profits ahead of professionalism; when they suffocate and dishearten their team by switching focus from client service to business profits, then it’s little surprise that their frustrated and disillusioned staff members develop itchy feet.

At Chelgate, every member of the team knows that their first priority, always, must be the quality of our professional service to clients. We believe that if we get that right, the rest (including the profits!) will follow. And because this is what they went into PR to do, I think that just might be why Chelgate people stick around. Here in this firm, whatever the other privations and hardships, they are at least able to be the professionals they want to be.

 

Class wars and PR smears

4Jan/10

Gordon Brown’s “playing fields of Eton” swipe at David Cameron has generated almost febrile  excitement at the prospect of a class warfare strategy for the election.  But generally overlooked in the same exchange was his other attempted smear:  that Cameron speaks with “the voice of a modern public relations man” .

The depressing fact is that the PM knows his pantheon of prejudice.  He knows that PR people - worse, “modern” PR people,  are right up there alongside estate agents,  used car salesmen, old Etonians and, these days of course, bankers.   Though a politician sneering at a public relations man does rather bring  pots and kettles  rattling to mind.

But Brown knows his beans.  He knows that , for a large part of his audience, public relations is a dark art, dishonest, deceptive, manipulative, and too clever by half.

Of course they are wrong.  But nobody is saying so.

It’s time that PR people - real PR people, that is,  not propagandists,  “spinners” , press agents and publicists - stood up for our profession, and explained what we do.

Real PR is a force for good.  It benefits society, business and the public in general.  Real PR is dedicated to enhancing relationships between organisations and their publics.  Real PR understands that good relationships require good communications.  This means listening as well as talking, because if you don’t listen , you’re certainly not going to be able to communicate.  It also means communicating with honesty and integrity, because trust has to lie at the heart of any good relationship, and if you mislead and consistently lie to the other party in your relationship - whether you’re a business or an individual - you’ll destroy any trust and poison your relationship. Good PR recognises that, and acts accordingly.

Good PR also recognises that what business does, how it behaves, is central to its public relations.  If an organisation behaves dishonestly, irresponsibly, insensitively or with gross greed in its relationships with any of its key publics, it will undermine the very relationships it should be nourishing. So PR at the highest level has to involve not just corporate communications but corporate behaviour too.  Responsible, decent, generous and honourable behaviour. And the “voice of the modern public relations man” should be a welcome voice, because he understands what it takes to build and sustain a relationship.

But if truthful, honest communications and honourable, responsible behaviour are what modern public relations is about, then perhaps it becomes easier to understand why politicians like Gordon Brown seem to be so out of sympathy with the profession.

 

What Worked Yesterday

14Oct/09

So it begins. Chelgate has joined the blogosphere.

I’m writing this on board Eurostar,  after a quick visit to our Brussels office, where the mood seems more upbeat and assertive than I can remember  for some time.    Now that the Irish have fallen into line over the Lisbon Treaty, and indications are that the Czechs will do the same, it really seems that ratification will be more or less inevitable.   And that, of course,   poses a sticky problem for the Tories. What becomes of David Cameron’s “cast iron guarantee” of a referendum?

I’d guess that the Tories will have to back-pedal on the pledge.  Holding a referendum once the treaty is ratified would make very little sense.  The horse will have bolted, the stable door will hang ajar.

Of course,  in a  real world of common sense and honest dealing,  it should be possible for the Tories to adapt their position to the changed reality.  If you promise a patient a life - saving operation, but they die before  reaching the operating table,  you’re hardly going to plough ahead with the surgery.

And this patient’s certainly dead. The debate is over. If the treaty is ratified, then the referendum would be little more than a pointless post mortem. The guarantee simply wouldn’t apply any more, in that real world of common sense and honest dealing.

But, of course, this is not the world of British politics . Chances are that if the Tories do attempt to re-cast their cast iron guarantee,  angry fingers will be pointed across the floor of the House, cries of “turncoat” will fill the air (and perhaps not just from the Labour benches).  If Gordon Brown is quick on his feet, he should be able to land a few painful blows below the Cameron beltline. Weak, naive, fickle and inconstant. It’s easy to imagine the epidemic of epithets.

But while none of this would be really justified, and of course responsible Opposition adjusts its policies in light of events, the Tories also have themselves to blame. A basic rule of issues management is that you  never make promises you mightn’t be able to keep. Good intentions alone are not enough.  The public, usually, doesn’t give a fig for your intentions.  It’s what you do that counts. In this case, David Cameron not only made the promise, but he gilded it and preserved it in the golden language of the soundbite.  “A cast iron guarantee”. A phrase like that was never going to  slip gently into obscurity.

But the Tory team are pretty astute.  I wouldn’t expect them to wait for the Czech ratification before they redefine their position.   Nor would I expect them simply to announce a change of policy.   They should probably  devote the next few weeks to a vigorous assault on Labour, pointing out that ratification will kill the last chance for the British people to have their say; that it  will deny the British people the chance of the referendum which every major party has promised them; that if the chance of a referendum dies, it is the Labour party that has killed it.   Before they actually announce a change of position, they should be re-defining the landscape of the debate. They need to build common acceptance that ratification changes everything, that if the hoped of a referendum is to be denied to the British people, it is because Labour has killed it, not because the Tories have abandoned it.

If they do prepare the ground this way, then they should be able to float a new policy for post-ratification, without appearing to be performing a contorted u-turn.  But if they leave it too late, or fail to shape the debate over the next few weeks, I would expect Labour to have a happy field day with David Cameron’s “cast iron guarantee”.

It’s our 21st

It is actually 21 years this month since Chelgate opened for business.  During that time, we have seen a revolution in our profession.  The techniques, the resources, the very definition of our role have all changed beyond measure.  Above all, the Internet has re-written the rules of good public relations and public affairs practice .  I’ll be returning to these changes in later blogs.  But perhaps what’s most important is not to look back, but to look ahead.  The pace of change is accelerating, and new forces are reshaping the way that people interact with the world around them -  with government, with business and with each other.  Even months ago it would have been hard to forecast the impact of Twitter on public life. In just the last few days we have seen how the new phenomenon of the “Twitterstorm” had the power  to tear the blindfold and gag off  Trafigura’s watertight  legal injunction on the Guardian. This must be stirring wild surmise in the hearts of lawyers and media relations professionals the world over.  What barriers are safe?  What can’t be done?  At Chelgate, our task must be to ensure not just that we understand how to protect and promote our clients’ interests in this altered world.  We must understand the changing possibilities for our business, looking ahead constantly, and never, for one instant, thinking that what worked yesterday will probably work just as well tomorrow.

The months and years ahead should be an exhilarating journey for our profession. Enjoy the ride with us.  Stay in touch with the blog.

Terence Fane-Saunders