Monday February 6th 2012

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Islanders on Thin Ice in Restricting Speech

Even as they faltered on the ice, the New York Islanders professional hockey team on Long Island has been standing tall in recent years for its bold embrace of social media.  They were one of the first teams in professional sports to provide press credentials and locker room access for bloggers, a practice in place since the 2007-2008 season, and have earned praise from marketing strategist and best-selling author David Meerman Scott as an organization that “gets it.”

This week, in the midst of a losing streak that now stands at 11 games, team management revoked the credentials of one such blogger, Chris Botta, who operates the popular site, Islanders Point Blank (www.islanderspointblank.com).  The action took Botta by surprise. While his writing has been critical of team management at times – any struggling organization should expect that – it was never vulgar or inflammatory. If anything, Botta is the team’s most avid cheerleader, a habit ingrained from the years he worked as the Islanders’ vice president of media relations.

As Botta now watches games from his couch instead of the press box, the episode raises significant questions about a professional sports team’s power to freeze out journalists who run afoul of management, whether bloggers, TV reporters or sportswriters from the daily newspaper:  If the Islanders can do it to Botta, who’s to say they can’t do it to Katie Strang of Newsday, the only traditional media outlet still interested enough to cover the team on a daily basis?

Sports journalists who lose access appear to have little recourse.  The National Professional Hockey Writers Association and its New York chapter have appealed to the National Hockey League to intervene, but the league’s stance has been that teams have final say on credentials.

Reasons for Botta’s exclusion remain unclear. The team so far has said nothing publicly about it. Speaking on the New York sports talk radio station WFAN, Botta said the team’s public relations director told him it was a management decision made because Botta had gone from “reporting the news to becoming the news.”

Botta took this as a reference to a recent article about the team’s losing streak, which pointedly noted that Islanders’ General Manager Garth Snow had declined to be interviewed for the story.

Making note of these things is fair game in journalism, as it informs readers why an article doesn’t have quotes or reflect “the side” of a particular newsmaker.

Perhaps to the general manager it appeared petty.

Certainly it is the Islanders who appear petty now.

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Tone-Deaf BP CEO Says: “I Want My Life Back”


(Click here for video.)

BP CEO Tony Hayward’s complaint that he “wants his life back” is the most tone-deaf comment I’ve ever heard uttered by a CEO doing crisis communications.

This is what he said to Fox News yesterday: “There’s no one who wants this thing over more than I do.  You know, I’d like my life back, so there’s no one who wants this thing done more than I do. And we’re doing everything we can to contain the oil off shore, defend the shoreline and return peoples lives to normal as fast as we can.”

Crisis communications is all about staying focused on the main messages you want to convey.  One of the key messages to convey in any crisis is one of empathy and concern.   When people are upset, they need to know you care.  That demonstration of empathy is critical for building trust and credibility.

Hayward’s comment shows an astonishing lack of awareness for the situation and what it requires.

This event began as a tragic industrial accident that claimed 11 lives, then mushroomed into the largest environmental disaster in the nation’s history. The damage to the Gulf and to those who depend upon it for their livelihoods is beyond calculation and the crisis continues with no end in sight.

Someone at BP needs to grab Hayward and tell him: “It’s not about you!”

Having the CEO act as spokesman usually lends credibility to crisis communications, so long as the CEO has some skill and comfort in communicating with the media.  Is Hayward up to this?

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When a Reporter Says, “Don’t Touch Me,” Then Don’t Touch Him

(Click here for the video.)

This confrontation between a hospital public relations person and an investigative TV reporter unfolds like a slow motion car crash.

The setting: A sleepy public meeting hosted by a Northern California hospital.  A local TV news crew arrives in pursuit of a story about alleged abuse of a patient gift fund.  The investigative reporter pounces for an ambush interview.  The PR guy steps in and decides to throw gasoline on the fire.

The lessons here for PR are obvious enough: Don’t antagonize a reporter.   Don’t escalate a tense situation.  Don’t become the story. DON’T BE CRAZY!

But I also want to add a word of caution against the “siege mentality” a negative story can breed in PR , in which the press is viewed as the enemy.   Negative stories happen, but the press is not your enemy.   There might be people in your company who feel that way, but the PR person does  not have that luxury.  Your job is to fix things.

The PR person in this little passion play — who I’m not going to name. He’s having a bad enough week as it is — has an “us” against “them” mindset that makes him think it’s OK to treat this reporter with disrespect.

Another takeaway is that this was a PR “FAIL” before the PR person said his first word. The real work of PR needed to begin much earlier – tracking down answers to the reporter’s questions, coordinating the response, setting up interviews, and generally doing whatever it took to avoid having the “I-Team”  show up at your public meeting.

My thanks to Mark Bernheimer of MediaWorks Resource Group for calling attention to this little gem.


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