Posts Tagged ‘EQC’

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. Finding fairness for all victims is what will define us

   Published on Friday, September 24th, 2010
   Though of a similar magnitude, the contrast between the initial human impact of the Christchurch and Haiti earthquakes could not have been more stark.  No doubt this was a factor that prompted former Prime Minister Helen Clark to promote New Zealand as an example to the world of earthquake preparedness.

   While the initial response phases of the Christchurch quake appear to be behind us, the shock and the basic clean-up, the most difficult period for the victims is still ahead. There have been many stories of good and bad fortune, but unlike Haiti where the human impact was immediate and huge, returning to life “the way we were” is well into the future, if at all. The frustrations and anger vented in recent days by a group of Avonside residents are a portent of things to come. While local councils, the EQC and insurance companies scramble to meet the expectations of their customers, lasting solutions are many months away. No matter how hard those in positions of responsibility work – whether it is government, councils or insurance companies, their effort will undoubtedly fall short of expectations.

   What of those people who are not customers of insurance companies and the EQC? What is their plight and who will pay for the necessary rebuilding and/or repairs to their homes?  So far there have been mainly vague and oblique references to the effect that those in the most need will be “looked after”.

   A solution will have to be found for the estimated 5% uninsured – around 5000 people – and there will need to be a measure of fairness in the way these folk are dealt with versus the insured.  For example, would it be fair if the uninsured received preferential access to the all-purpose fund that is attracting public and private donations?

   The plight of both the insured and the uninsured will attract the media’s attention in the months ahead, and we can expect the uninsured to become the real causes célèbres, our “Haitians”, because that’s what happens. 

   There must be fairness for all victims, and I believe it will be the responses to these issues that will define us, perhaps better than Helen Clark’s spotlight on our preparedness.