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MEDIA HOUSE INTERNATIONAL

MEDIA HOUSE INTERNATIONAL. June 2012. CRISIS MANAGEMENT Presentation to the Institute of Travel & Tourism. Three statements you never want to hear from your PA. 1. “I’m pregnant and you’re the daddy.” 2. “The Finance Director has disappeared.”

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MEDIA HOUSE INTERNATIONAL

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  1. MEDIA HOUSE INTERNATIONAL June 2012 CRISIS MANAGEMENT Presentation to theInstitute of Travel & Tourism

  2. Three statements you never want to hear from your PA 1. “I’m pregnant and you’re the daddy.” 2. “The Finance Director has disappeared.” 3. “There’s a reporter from The Sun at reception.”

  3. Boats and bananas Crises come in all shapes and sizes As big as a boat... As small as a banana... ...but all equally devastating for the individuals involved

  4. Jack Irvine Executive Chairman Media House International Currently engaged in projects in UK, USA, Africa, Cayman Islands and Gibraltar

  5. Media experience CEO Editor Editor in Chief Night Editor Political columnist Reporter

  6. How it all started... Media House launched in 1991 to handle the hostile takeover of Celtic Football Club

  7. Past projects

  8. Current projects

  9. What is a crisis?

  10. Sex and money

  11. General principles for crisis management Be honest Be quick Don’t panic Have one spokesman • Sir Richard Branson • Virgin Rail crash 2007 • Sir Michael Bishop British Midland M1 crash 1989

  12. General principles for crisis management However, if your CEO is unlovable and a bit of a prat don’t let him near the cameras......

  13. Costa Concordia Where did Carnival go wrong? They hired Captain Schettino Captain Schettino jumped ship - at least the Titanic's captain went down with his ship They took too long to alert the coastguard There was no recognisable face of the company They didn’t apologise and express sympathy for the dead Carnival CEO MickyArison was nowhere to be seen (Richard Branson would have been on the scene within 24 hours.) He decided to stay in Miami he restricted himself to written statements for 10 days after the tragedy Carnival offered 30% off the survivors’ next cruise Survivors were offered $14,458 compensation

  14. Costa Concordia What should they have done? Put up a spokesman instantly Get MickyArison in front of the cameras Apologise profusely for the Captain’s actions Stress that everything possible was being done for the survivors Encourage trade bodies such as The Passenger Shipping Association to blitz the media with the good side of cruising - especially the safety record Announce an immediate review of their safety protocols Identify crew members that had behaved bravely and get them on TV with passengers they had helped save

  15. Lessons for the cruise industry • Revise your disaster management plans. Have them evaluated by outside experts • Look at every possible contingency – sinking, collision, terrorism, disease • Run mock exercises • Revise your disaster manual every three months • Decide who is going to be the face of the company

  16. The five W’s in journalism WHO? WHY? WHAT? WHERE? WHEN?

  17. The five W’s in journalism

  18. How social media has changed the game

  19. How social media has changed the game Social media is now setting the pace on crisis management We used to work on a 24 hour news cycle We can now see a situation escalate globally in minutes The crisis management team needs to monitor social media 24/7 Instant rebuttal - all negative comments need to be countered – immediately Bloggers, no matter how obscure, need to be monitored and countered One sad little man’s blog is tomorrow’s Fleet Street sensation

  20. Dos and Don’ts Don’t Panic Act Defensively Lie or bluff Act impetuously Do • Show that you care (personally and at a company level) • Show that people matter more than profits • Take control • Act positively Think • The big picture • Long term

  21. The Golden rules Always express sympathy first Remember you are the expert Take your time, don’t be rushed When you make a promise, keep it Be factual, don’t speculate Don’t be flippant Be yourself – don’t try and play the role of scientist, social researcher, regulator – unless of course you are one! Don’t hide behind statistics. Relatives of the injured, pressure groups and politicians will use emotion. Facts and statistics will not counter this

  22. Back to bananas...

  23. Banana man! Sells company Makes hundreds of millions profit Senior employee not happy with £1m bonus Demands £10million or photos from the Banana Club go to the media and tycoon’s wife Enter Media House.....

  24. Jack Irvine Executive Chairman Media House International jack@mediahouse.co.uk

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