How do you turn negative PR into positive on the internet?

What do you do if you find your company, products or services under fire on the internet?


A very unhappy listed UK company recently asked us for strategic PR advice after finding negative comments from investors on the organisation’s financial performance. It wanted to know what it could do to stop the remarks on a discussion forum.


Our top three PR tips on managing your online reputation
If these negative comments are highly visible on internet searches, posting a defensive reply on a popular blog, discussion board or social media channel will just ‘fuel the fire’ and make things worse.


In situations like these you need to get the basics right. Here are our top three tips:

1. Push down negative comments with a strategic PR programme of good news product or company stories which generate positive brand messages on the front pages of Google and other engine searches.


2. Resist the temptation of posting defensive replies


3. Don’t order the removal of the comments just because you don’t like them!

When a PR crisis hits, it’s too late to prepare!

A PR crisis is any situation that threatens your organisation’s image and reputation. Fail to prepare for it, then prepare to fail.

When a PR crisis hits an organisation the rules of the game in normal PR and media relations change dramatically. The speed of information and image delivery over the internet is often almost instantaneous. Speculation and public criticism through social media channels like Twitter, Facebook and YouTube, can overwhelm an organisation within minutes. And if you are not prepared for this, you could find yourself in serious hot water.

Every organisation should have a simple crisis communications procedure or as I call it, a ‘PR protection plan’ ready to go when things go wrong. It’s not just good PR practice, it could be a ‘life-saver’!

Crisis PR requires efficient reporting systems

Whether you are dealing with a fatality, customer complaint, share price crash, or a product fail, you will need effective crisis reporting systems which alert your chief exec and senior management team to the situation in seconds. Staff and suppliers must also have a protocol for referring any media enquiries straight to your communications team.

Be factual, quick and truthful

When things do go wrong, tell your story factually, quickly and truthfully. If you ignore the situation, deny or hide it, it will get worse. People usually remember what they hear first and last so view the situation from their perspective not just yours. On a final note, don’t make the common mistake of handing the crisis PR and media relations over to your lawyers. If they are not communications professionals, it could escalate the problem.

Ruined in a ‘tweet’ – ignore social media at your peril!

At a time when a good name can be destroyed in a ‘tweet’, it’s surprising how few organisations actively monitor what people are saying about them over the Internet. These days, we’re more likely to be influenced by what other customers are saying about a product on the internet than believe its slick advertising and marketing hype.

Every business should be actively engaged in not just protecting but also strengthening its online reputation. Listening to what’s being said about your company on blogs, discussion forums and other social media channels also gives you an opportunity to respond and contribute to these conversations in a positive and personal way. It’s these two-way conversations which can play a vital role in building customer relationships and keeping people on side when things go wrong.

Social media marketing is becoming hugely powerful and monitoring it is vital to keeping your business reputation intact.

If you are not already tuned-in, there are some great free tools you can use to start monitoring what people are saying about you.

Here are three good ones to get you started:

1. Google Alerts
   Google alerts, these are free, all you need is a Google account. Google trawls the Internet for conversations about you and sends the links. Also a great tool for keeping tabs on your competitors!
   
   


2. Tweetdeck
   Tweetdeck organises all of your Twitter communications and tracks what people are saying about your organisation or products.
   
   


3. Social Mention
   Social Mention is like Google Alerts but for social media.

Think before you tweet

The problem with Twitter or anything you publish on the web is that it’s permanent. From chief executives and politicians to celebrities and journalists, the Internet is full of damaging examples of disastrous and embarrassing tweets.

So think before you tweet – there’s no such thing as ‘off the record’ on the internet!

Here’s a few tips on what not to talk about...

• Don’t complain about your organisation, products, customers or staff
• Don’t get defensive or angry
• Don’t tell tales
• Don’t publicise sensitive company or financial information
• Don’t publicise private or confidential issues
• Don’t criticise your competitors
• Don’t be inaccurate
• Don’t be defamatory
• Don’t forget to spell-check your words!

Yours,

Arthur

The Blog Dog

Footballers: don’t make a twit of yourself

(Photo courtesy of Danilo Rizzuti)

Has anyone else noticed all the media stories about sportspeople using Twitter? Golfer Rory McIlroy posted a photo of himself with Charl Schwartzel, the day after the South African snatched the US Masters from him. He tweeted: “Flying to Malaysia with Charl! Glad one of us has a green jacket on!!!”

It’s a shame others - often footballers - don’t tweet so graciously. England striker Carlton Cole has been charged with improper conduct by the FA after making ill-advised Twitter comments about Ghana fans. Ipswich Town youngster Billy Clarke used Twitter to reveal that the Tractor Boys were not going to offer him a new contract. The latest offender is St Johnstone player Michael Duberry, who tweeted an expletive-laced tirade against a referee following a recent defeat.

So, what’s to be done? The way I see it, these are the options:

• Impose a complete ban on players using social networking sites – draconian perhaps, but it was about the only thing that worked well during the England team’s 2010 World Cup campaign.

• Threaten players with disciplinary action if they post anything inflammatory – the prospect of being dropped, made to train with the youth team or suspended without pay for a few weeks could be a stronger deterrent than a fine.

• Ban players from posting anything relating to football on their social networking sites – it works for other industries, why not football?

• Get players to clear any football-related comments with their club’s press office – I’m surprised clubs haven’t done this already, updates to Facebook and Twitter are just as public as pre- and post-match interviews.

• Train players how to use social media sensibly – top players get media training at a young age, so it makes sense to teach them about social networking sites too. Attendance should be compulsory if a player has a social networking account.

Crisis PR: How to handle journalists and the media in a crisis

When crisis hits your organisation and the press are calling you for comment, it is extremely important that the media and journalists understand and feel that you as the company’s spokesperson, really care!

• Express sympathy and grave concern for what has happened

• Reassure the media that the matter has been taken extremely seriously

• Be as open as possible, do not appear to be hedging

• Don’t blame or admit to blame or negligence but do say, “This is what went wrong and this is what remedial action we took to ensure that this type of incident never happens again.”• If it is true, stress that this is the first incident to happen in the history of the company

• Reinforce what remedial action has been taken including anything ‘above and beyond the call of duty’

• Point out that your company’s standards are well above the statutory minimum (safety / hygiene / training)

• Stick to the facts and don’t speculate

• Keep calm and don’t be defensive

• Be honest and courteous

• Don’t commit to compensation!

• Make a record of the contact

• If you don't know the answer, don't answer it. An "I'll get back to you on that" is always a better answer than a made up one. Simply say, "That's a good question. I'm going to check on it and get back to you in 20 minutes." Then do it. Do not leave the reporter without a call back. Even if you call back to let the reporter know that you're still looking for the information, that's better than leaving them hanging.

DISASTER!!! How will you respond?

Imagine this scenario: you’re the managing director of the main contractor building a massive new commercial development in a major city centre. Suddenly, a crane collapses causing carnage on the site below and a number of people are seriously injured. Within minutes, video footage of the crane collapsing is on the internet, reporters from the national media are contacting you for comment. Your company’s reputation is on the line – what are you going to do?

That’s just one example of a public relations crisis situation a construction firm might face, but crises can take many forms. It could be a programme of redundancies attracting negative press attention, allegations of bid-rigging, a vicious blog from a disgruntled employee or an environmental incident.

In the digital age, there’s an even greater risk of unwanted headlines damaging the reputation of your business. Thanks to the advent of social media such as YouTube, Twitter and Facebook, photos or even a video of a construction site which doesn’t comply with health and safety regulations can be posted on the internet with ease, and immediately, you’ve got a negative story and a reputation problem on your hands.

How will you respond? With a little foresight, preparation and a strategy, you can protect your good name and turn a potential PR crisis into a media opportunity that wins you customers and public support. Here are three points to remember:

1. Preparation is key – If you can step back and make an honest assessment of any potential issues in your organisation and make a plan, you’ll be better prepared when a crisis hits. Assistance from a professional communications firm can establish a framework so you can respond effectively when something does go wrong. A proactive approach is always best: if you have had problems in the past, take the necessary steps to ensure that your professional reputation isn’t compromised in the future.

2. Have a crisis communications strategy in place, and one that also deals with protecting your online reputation – Decide what you need to tell people and who you need to tell before you speak to the media. And, select the right spokesperson for the job. Choose someone who can communicate well and who understands the issues. Media training in advance can help.

3. Get your facts straight – The easiest way to shoot yourself in the foot is tell your side of the story without knowing the facts. Double-check your information with more than one source. Also, remember that journalists work to deadlines and need information quickly. If they don’t get it from you, they’ll get it from someone else!

E=MC2 Public Relations specialises in strategic public relations and reputation management for the construction, architecture, engineering, property and design sectors. Its activities include writing and placing press releases, press office management, crisis communications, media relations and online reputation management.

For further information, contact us on 01747 871752 or visit our website: www.emc2publicrelations.com. You can find us on Facebook or follow us on Twitter.

Crisis PR - Protecting the reputation of your business

Q: My business is facing difficulties and I’m worried that this will attract negative press coverage. How can I protect our reputation?

A: Every organisation is vulnerable to a crisis and whether you are facing an office closure, a product recall or an accident on site, if the public perceives you as compassionate, competent and confident, they are far more likely to believe and support what you say.

The sensational stories we all read about in the tabloids are examples of what happens when communications go wrong. While no one can predict a crisis, with a little foresight and preparation you can protect your reputation and turn a potential PR crisis into a media opportunity that wins you customer and public support.

Here are some of my tips on preparing for a crisis and how to get the best out of a bad situation:

Fail to prepare, prepare to fail – If you can step back and make an honest assessment of any potential issues in your organisation, you’ll be better prepared when a crisis hits. A little assistance from a professional communications firm can establish a basic framework so you can respond effectively when something does go wrong.

Show you care – Show sympathy and concern. Put yourself in the shoes of the people you’ve affected and shape your messages to address their concerns first.

Have a PR strategy – Decide what you need to tell people and who you need to tell before you speak to the media. And, select the right spokesperson for the job. If your CEO isn’t media savvy, can’t communicate well, or doesn’t really know the issues, choose someone who does.

Get your facts straight and tell the truth – The easiest way to make a fool of yourself is tell your side of the story without knowing the facts. Double-check your information with more than one source. And remember, journalists need information quickly. If they don’t get it from you, they’ll get it from someone else!

Manage the message – Make sure your own employees, suppliers and clients are never surprised by information going out to the public. And make sure they know not to speak to the media, but who to refer media enquiries to.

Never say ‘no comment’ – ‘No comment’ is always a comment so don’t ever say it – people will think you are hiding something!