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by Gerald Baron: Crisis and emergency communication strategies

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Are the Media Your Partners in Emergency Communication?
September 16, 2010
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A couple of years ago I presented at a major conference on crisis and risk communications and several of the highly respected speakers talked about the need to "partner with the media" in communicating with the public about major events. My under the breath reaction was: good luck with that.

Since I got engaged in this crisis and emergency communication business fulltime over ten years ago one of my strongest beliefs has been that we need to first of all focus on direct communication to those people who are most impacted by an event and those whose opinions about us matter most for our future. One of the reasons for that firm belief was my experience in trying to "partner with the media" and the disastrous results that sometimes, very often occurred. In fact, I would have guess that about half of all efforts were disappointing if not outright infuriating.

Now the highly respected firm of Burson-Marsteller has documented this experience. This, in my mind, is one of the most important studies to come out about media relations in general but crisis communication in particular. I would advise a careful look at this study. I haven't looked at the mechanics of the study so can't comment on the way it was done and how solid it is, but I can tell you that it conforms to my own experiences.

For those who want the headline version, if you send your important messages to the media, at best you can expect 50% consistency with your message and what the media actually does with it. But that is better than what happens with it in the blog world, where the consistency drops down to less than 40%.

The implications are clear and should be part of every PIO and emergency manager's information strategy:
1) Go direct--plan ahead of any event to communicate directly through email, phone, text, website, whatever to the public, impacted citizens, elected officials, investors, customers, fenceline neighbors--anybody who is important to your future.
2) Rumor management -- you now know that when you send it to the media and into the social media world is almost certainly will turn into something different than you intended. That means communication is not about sending it out and letting it takes its course, it is a continuing process of distribution, correction, challenging false reports, and providing continuous updates.

Here's the bottom line: So many think that public information management is about sending out a press release and the job is done. That is hopelessly naive and that approach is guaranteed to cause great disappointment and quite likely loss of trust--and maybe loss of job.

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