PR Matters

1. Media relationships – it’s important to make them work

   Published on Thursday, January 19th, 2012
   The Press has accused EQC of being unprofessional in its portrayal of two of its reporters – one as “schizophrenic in his writing” and another as a “rogue reporter”.

   The background to this is the EQC’s presentation to field staff on Monday reminding them of the organisation’s responsibilities to the media and that media enquiries should be referred to the designated media contact person.

   This story is evidence of natural tensions between an organisation in the spotlight (and even under siege) and the legitimate role of the media – a fact acknowledged by EQC.

   Any organisation that’s dealt with the media on sensitive issues will have some sympathy for the frustrations of the EQC at this time.  No matter how brilliantly they respond to many claims, some people will remain disaffected and will take their complaints to the media, because they feel that is the only power they have.  Whether these complaints are legitimate or not, the EQC has to accept this.

   If the EQC made a mistake in it presentation to staff, it was in overtly personalising its concerns with individual reporters and preference for others.  For its part the newspaper has over-reacted to this. I suspect there’ve been instances when its own reporters have privately characterised some of the EQC’s personnel in less than flattering terms. That’s just human nature.

   It should not be forgotten that contacts between reporters and organisations are complex human relationships.  In pressure situations there can be an added edge, and what the reporter sees as relatively straight forward is often not so, and the relationship can become prickly.

   There is a long way to go in the repair and re-establishment of Christchurch.  The Press and the EQC are two organisations critical to a successful outcome, and it is vital that they take stock of their respective roles and make the relationship work for everyone.

   For any business, dealing with reporters can sometimes be a fraught experience – never more so than in higher-stake situations such as this.  Getting professional advice is often the best course.

2. The spirit of communicating

   Published on Wednesday, December 21st, 2011
   St Matthew-in-the-City sees the Christmas season as an opportunity to spark thought and conversation in the community.  They’ve put up their Christmas billboard portraying Mary, Jesus’ mother, looking at a home pregnancy test kit revealing that she is pregnant.

   In much less dramatic ways, on one level many of us use the Christmas season to express thanks to our clients or customers, business partners and colleagues using small gifts, cards or a timely call.  It is a time for thinking about and acknowledging others.

   On a more personal level, we are out buying for those near and dear, and preparing for the occasion that is Christmas.

   All this shows that with the right imperative, we are all very good communicators.  Our challenge is to push that spirit of good communication deeper and deeper into New Year. Right?

3. Mayor Parker and Ballantynes show us how it can be done

   Published on Thursday, December 8th, 2011
   As President of the Public Relations Institute of NZ (PRINZ), I was privileged late last week to present Bob Parker, Mayor of Christchurch with the Institute’s Communicator of the Year award in Christchurch.  It is an annual award bestowed by the College of Fellows, so the selection of Mayor Parker is not simply one of popularity due to level of profile.  It was hard earned and well deserved.

   The word resilience is one I have heard a lot lately and it aptly describes the quality that has been evident across Christchurch as people adapted to these new circumstances.

   Earlier in the year I heard it suggested by one expert commentator that New Zealanders were perhaps less resilient to situations like this because we had, by international standards, such an easy life.  Mayor Parker showed that to be wrong when, as the public face of his city, he consistently demonstrated how resilient they really were (and still are). His wife who was never far from his side and who also carried a significant workload did the same.

   What has emerged is a strong and purposeful community consistently showing resilience in circumstances that none of us dreamt of dealing with.  I would also add: resourceful and proud. Recently we saw this exemplified in the containerised new City Mall that sprung to life and the reopening of Ballantynes, that symbol of classic Christchurch.

   Ballantynes is another brilliant example of the Christchurch resilience. It has shone as a beacon of hope and normality for people. From the start Ballantynes adopted a ‘business as usual’ attitude – even though their iconic store was in the red zone and their own staff were seriously affected – no workplace and in some cases no home themselves.

   It has been a remarkable story of how managing director Mary Devine and her team worked to remain accessible to customers throughout eight months of closure. Their website (online store), household mailers and special customer events held at venues around the city helped maintain precious contact.

   In receiving his award, Mayor Parker said he was not the only one who deserved this acknowledgement as a communicator. That’s undoubtedly true, but leadership through communication sets the path for others and that is what he did. Congratulations to Mayor Parker and his entire crew on being inspiring communicators.

4. What we can learn from the Rugby World Cup…so far

   Published on Monday, October 17th, 2011
   AB supporters can breathe easy for another week at least. Monday would have been entirely different had we lost.

   It epitomises the many lessons we can learn from a sport and an international tournament that we may never have the opportunity to enjoy again in quite the same way right in our own backyard.

   Rugby can still bring our nation to a standstill….and that’s a good thing

   Even if you don’t enjoy rugby, it’s been a great reason to come together and celebrate something that truly is part of our DNA.  Those stop-the-nation moments are unforgettable, and even the most hardened bar-humbuggers must have taken some pleasure from it all – surely.

   There can be no question that in rugby we are internationally brilliant, and we should all honour that talent and what it brings to NZ.  A passion and commitment for anything that leads to this level of excellence must be celebrated.

   You can learn from your mistakes

   Graeme Henry was asked his secret to Sunday’s win?  He gave a simple answer – four years of planning. Reappointing him gave him and everyone else a real chance to learn from mistakes, and the results speak for themselves.  Team work is everything, and not just the players on the field.

   Sunday’s game was won by the legion of people who supported the different parts of the “machine”, and who ensured it came together on the night.

   None more so than close family and friends who ensured each squad member could single-mindedly focus on the game.  Piru Weepu’s family made a huge call last week by holding back the news of his Koro’s  passing, and his game changing presence this week was no doubt due to the support of his entire Whanau.

   Have faith

   Martin Sneddon promised an event to remember and encouraged people to get involved.  The meticulous planning, including even changing the school holidays, and the associated events have all delivered beyond expectations.  What parent isn’t pleased the kids are off school today and the long weekend means plenty of time to enjoy the final piece of the festival.  Here’s hoping we pull it off in the final minutes.  I have faith and so should you.

   What are some other lessons you think we have taken on board so far?

5. When sorry is too little too late

   Published on Friday, October 14th, 2011
   It was an outrage, but there was an apology.

   A “stupid thing” had been done and it was now deeply regretted.

   An All Black had gone out drinking (and smoking).  Fortunate for Cory Jane, he played a blinder and the match was won.

   The second apology of the week came from Costamare Shipping Company managing director Diamantis Manos.  His company owns the Rena which is causing a black tide of another type. Yesterday he apologised by video to Tauranga residents and New Zealanders for the “disastrous event”.

   Perhaps his advisers told him that New Zealanders like and accept apologies, as we’ve had a “sorries” from a veritable catalogue of high-profile offenders from current and former All Blacks, and sports commentators, to MPs and church leaders.  Sorry has become the get-out-of-jail-free card.  But not this time, not from owners and managers of the ship that is violating the Bay of Plenty.  It came too late and from too far away.

   There are times when you have to front up in person, and this is one of them.

6. Celebrating the RWC national anthems

   Published on Tuesday, October 4th, 2011
   Never mind the intricacies of backline set-plays, for me one of the most impressive feats of the RWC has been that of the New Zealand Choral Federation in learning 20 different anthems. The lyrics of  these anthems can be found here.

   Some older Kiwis find learning the dual language version of the New Zealand anthem almost an insurmountable challenge, and not infrequently resort to semi-audible mumbling.

   Of their nature, anthems (national hymns or songs) look both back in history and forward to the future.  From the English ones I’ve heard sung, the common themes are protecting boundaries, freedom (even Fiji’s) and hope for the future.

   Some are remarkably un-PC.  For example, the refrain of France’s anthem is:

   Grab your weapons, citizens!
   Form your battalions!
   Let us march! Let us march!
   May impure blood
   Water our fields!

   The Japanese anthem which is the oldest in the world, takes a longer, more patient view:

   May the reign of the Emperor continue for a thousand, nay, eight thousand generations and for the eternity that it takes for small pebbles to grow into a great rock and become covered with moss.

   One of the newest (2000) in terms of lyrics, is Russia’s aspirational anthem:

   Plenty of room for dreams and for life
   The coming years are promising us.
   Allegiance to our Motherland gives us strength.
   So it had been, so it is, and so it always will be!

   The one I find hardest to dislodge from my head is Ireland’s anthem. This is no doubt due to its simplicity. In reality it is one of two anthems the Irish have.  The one we hear is Ireland’s Call, specifically a rugby anthem adopted in 1995 to help cross sectarian and national divides between the Republic and Northern Ireland:

   Ireland, Ireland
   Together standing tall
   Shoulder to shoulder
   We’ll answer Ireland’s call

   The other, more likely to heard in Ireland, is the Soldier Song, and it’s a tad more bellicose.  In part is says:

   We’re children of a fighting race
   That never yet has known disgrace,
   And as we march the foe to face,
   We’ll chant a soldier’s song.

   What’s your take on the anthems we’ve been hearing, and are we happy with what we have?

7. A Time for Self Reflection

   Published on Friday, September 23rd, 2011
   With Parliament set to rise in a couple of weeks ahead of November’s general election we are about to head into the valedictory speech season. The last ‘hurrah’ for those MPs that have decided not to stand for re-election.  This time around there will be 14 of them starting on 27th September with Green MP Sue Kedgley and finishing on October 5th with Simon Power.

   I strongly encourage you to catch as many of these speeches as you can. All will be streaming live on the Parliament website or on Sky TV.

   They will offer personal insights from our national leaders that we rarely see, regrettably due to the nature of the political game.

   Based on a very quick estimate there is more than 200 years of collective parliamentary service departing over the next few weeks. In anyone’s book that represents a phenomenal amount of parliament experience and insight into the machineries of government.

   There is no standard format for a valedictory speech other than conformance with the House standing orders. MPs are therefore free to dwell on their successes or otherwise and their musings on public life. Many with experience in the government benches reminisce about legislative triumphs, others who have spent their whole parliamentary career in the opposition benches will reflect on how they have tried to make New Zealand a better place. Some like to leave with a bang while others prefer to slip out quietly.

   The topics and tone, the highlights and lowlights will be fascinating to observe over the coming weeks.

8. Get into the spirit of it NZ!

   Published on Thursday, September 22nd, 2011
   I think we’d all agree, for the most part our Rugby World Cup so far has been a great debut of our hosting talents on the world stage, with impressive hospitality extended to our international guests spread throughout the country.

   While still backing our Boys in Black, we’ve seen our patriotic towns and cities get on board with their adopted country’s flavour – and into the true spirit of the occasion. Most notably, Blenheim has translated every street sign in town into Russian to make the team feel at home, the Wairarapa has launched ‘Operation Georgia’, and Northland has been painted red in support of Canada, Japan and Tonga.

   Of course, an event of this scale is not without its mishaps – opening night transport, and more recently some of the behaviour toward our visiting Aussie neighbours, which unfortunately is bordering on corrosive. As our earlier blog suggested, win or lose our job is to host the tournament and to do so in the best way possible.

   As we approach what is sure to be a crowd pleaser, NZ vs. France this weekend, as a gesture of true bipartisan neutrality we will be watching the game dipping into a complimentary snack of Kiwi dip and chips. While authentically NZ, it still has distinct French roots (at least we think so!).

   Our money’s on the ABs of course.

   What do you think? What are some of the other small gestures we can offer to make all visitors feel welcome?

9. What would you like New Zealand to be remembered for after the Rugby World Cup?

   Published on Friday, August 12th, 2011
   As predicted, with the countdown to the RWC underway, negative stories that have begun to appear with issues such as ticket prices, marketing practices, crowd control and general behaviour are already making headlines.

   With a view to accentuating the positives and minimising the negative,  we’d love to see an analysis of media coverage post the RWC conveying…

   1. We were gracious winners (or losers). We didn’t rub people’s noses in our wins and our winning celebrations (the most likely scenario) were inclusive and enjoyable for ALL. If the unbelievable happens and we lose, we did not inflict our misery on others or go one further and abuse them for having a team that did what we couldn’t.

   2. We were welcoming to a fault! Prices were fair and price gouging was a rarity, with most locals being embarrassed by those Kiwis who were trying to make a killing out of visitors. We were friendly, helpful and trustworthy – with no petty opportunistic crimes, and the most fantastic service with a smile everywhere.

   3. The place looked amazing. In and out of towns, we really did put our best foot forward. Our country was remembered for its beauty, not for its ability to break a world record for amount of advertising per square metre.

   It remains to be seen just what the final scorecard will show, both for the All Blacks and ourselves as the host nation. But three things will make the difference: don’t let the negative nellies dominate our hearts and minds; take every opportunity to celebrate success, and let’s show the world just how proud we are of our great little country.

   Even if you aren’t a rugby fan, New Zealand needs an event that delivers every benefit it possibly can, and we’ll only have ourselves to blame it if doesn’t.

10. Concern and outrage – time to chill

    Published on Wednesday, August 3rd, 2011
    Excuse me if I’ve said this before, but it’s sad when price is the only message of certain communication initiatives, and value is left unconsidered.

    I for one welcomed the “glossy flyer” that came through the mail box from Auckland Council, inclusive of a “letter from Len”.  While this may have contained nothing new for the bureaucratic who expressed “concern” and the councillor who found it “outrageous”, I found its content of interest.

    We have reached the stage in our little country when concern and outrage are trotted out every time information is gained under the Official Information Act.  Last week we had one of RNZ’s senior reporters wanting to know whether the Treasury got a better interest rate from the banks because they had lunch or dinner with their senior executives.  It appears she sees no value whatsoever in business relationships.

    It is time to cool it, in merely reporting the cost of everything without any effort to measure value.

    As regard the glossy flyer, some say there were “cheaper and more effective ways to communicate”.  OK, let’s hear them.