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Handling the media and getting the message across

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1 Handling the media and getting the message across
An effective communications plan is vital Wednesday 29 November 2017

2 Public Affairs and Communications
Introduction Over 20 years’ experience in PR and Public Affairs Particular expertise in political communications, stakeholder consultation and media relations. Prolific tweeter and fan of the Eurovision! Significant insight into crisis management Helped several organisations at key points when faced with difficult situations. Been close to several government figures and closely observed crisis management in this sphere. Johnny Fallon Public Affairs and Communications © Carr Communications Ltd. 2017

3 An effective plan for media

4 A media plan – Why? A business must respond promptly, accurately and confidently during a crisis Reputation of a business is impacted by public perceptions of handling a crisis Regulators, stakeholders, customers need to be notified – Right time, right order essential Clarify spokespeople, and other roles in the event of a crisis Fail to prepare, prepare to fail © Carr Communications Ltd. 2017

5 Prevention Vs Prediction
Prediction more important than prevention Media can be understanding of failings but never if it was predictable Risk registers, media monitoring and situation analysis should be standard practices within your organisation A strong Devil’s Advocate process must be established It will happen - must be able to respond promptly, accurately and confidently © Carr Communications Ltd. 2017

6 Media Plan - Objectives
Protect your reputation – Strategic Positioning Clarity, consistency and understanding Identify threats and have messages/spokesperson ready Influencing behaviours and attitudes © Carr Communications Ltd. 2017

7 Listening Vs Broadcasting
Putting the plan into action

8 Crisis Plan in Action 04 Know what stakeholders, media and public expect 01 Understand what happened (gather all the facts) 05 Develop a brief, factually correct series of statements 02 Identify your allies – Contact them, inform them, work with them . 06 Release your statement – and keep them regular 03 Identify your threats – Stay ahead of them 07 Be prepared to answer media/stakeholder queries © Carr Communications Ltd. 2017

9 Managing the Media during a Crisis
Be honest and open Ensure you have all the facts Provide useful information – fill the gaps Ongoing and continuous engagement Be ready to clarify © Carr Communications Ltd. 2017

10 Managing the Media during a Crisis
Be available Know where people are getting information and interact on those channels © Carr Communications Ltd. 2017

11 Working with the Media Understand the pressures Media is under and the desire for news Whatever has happened – it will get out If a situation demands emotion then show emotion – mirror the mood Have a firm sight of a positive outcome – Media must be able to see this This is your job – you do not get to be tired or lethargic on camera Never EVER say ‘No Comment’ © Carr Communications Ltd. 2017

12 The need for real-time information
Fake news The need for real-time information

13 Social media is the media
Everybody is now a journalist Commentary, experiences and stories While you are gathering facts – they are commenting Therefore your team must have the instinct and understanding of the public Training Proactive approach Develop intuition, understanding and empathy Trust, credibility and relationships © Carr Communications Ltd. 2017

14 Get the language right Alton Towers – Isn’t vs Shouldn’t
Dublin Bus – the value of sorry © Carr Communications Ltd. 2017

15 Using the right channels
Know the audience

16 Reaching your Audiences - Channels
Website Understand it, who uses it and what for Good for ‘standing information’ – road closures, collection points, notices Traditional media Urgent information Discussion and debate Comfort and control Social Media Real-time, fast moving BBC – Whatsapp in West Africa Influencers © Carr Communications Ltd. 2017

17 Case Studies Kevin Spacey United Airlines Government 2017
© Carr Communications Ltd. 2017

18 Thank you 5 Northumberland Road (01) 772 8900 Ballsbridge
Dublin 4 (01)

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