By Gerard Braud
Picking the right spokesperson really depends upon the situation.
Many organizations tend to have two extremes in selecting spokespeople. Some organizations always send out their top PR person while other organizations insist that only the CEO speak.
I endorse neither of these approaches as perfect and will suggest that sometimes the top PR person is a great choice and likewise in some cases the CEO is a great choice.
But in many cases, neither of these people is a good choice.
In fact, if you think back to lesson 12 in which we talk about passing the cynic test, many reporters cynically will think that the PR spokesperson will be too polished, slick and rehearsed, and is therefore serving as a buffer to protect executives who are afraid to talk and who are vulnerable to difficult questions. Conversely, if the cynics see the CEO out front as the spokesperson for certain events, they will assume that the event is more serious because the CEO is having to handle the situation.
As a reporter, I generally wanted to talk to the person closest to the story or issue I was covering. If a hospital has a new procedure to announce, I’d rather speak to a front line doctor than either the PR person or the CEO. If the news report is about a non-profit agency, the best spokesperson for the story might likely be a volunteer. If a company is accused of wrong doing, I’d like to interview the manager who is closet to the issue at hand. If there is a fire and explosion, I’d rather speak to an eye witness or line supervisor.
The closer you can get the reporter to the person closest to the issue or event, the happier they will be.
Of course, this means that when it comes to media training, you need to use the same principle that a great sports team uses. You must train lots of people and build bench strength.
Training deep means managing budgets and calendars such that you can do both primary training and refresher training on a regular budget. Usually, budgeting time and funds is proportionate to the size of your organization. In proposing deep training and budgeting, just remember that the value of a single news story can easily pay for a single media training session. In fact, in most cases, the relative ad value of a single news story is 3 to 9 times greater than the cost of a media training class.
As an example, a 30-second TV commercial during a newscast may cost $4,000 to $5,000, which might also be the cost of a single media training class. However, according to the rules of relative ad value, a 30 second TV news story is considered 3 times more believable than a 30 second advertisement, hence the relative ad value of a 30 second news story could be $12,000 to $15,000. Most news stories run 90 seconds, which could increase the relative ad value of a single TV news story to $36,000 to $45,000 dollars or more. To take it one step further, most towns have one newspaper, 3-5 television stations and multiple news radio stations. Hence, the relative ad value of a news event could easily be worth $300,000 or more, depending upon which city you live in and the price of a 30 second commercial. More modern measurement methods can be even more precise in measuring relative ad value because they calculate the positive and negative nature of the story. The bottom line is that you can easily justify investing funds to train multiple spokespeople based on the positive financial impact it may have. Remember our rule about, “if you could attach a dollar to every word you say, would you make money or lose money.”
Hence, develop bench strength so you can have a large number of spokespeople to send forth and not just the head of PR or the CEO.
As for using the PR person, in Don Henley’s song, “Dirty Laundry,” he speaks of the bubble headed bleach blonde news anchor who comes on at 5 p.m. and how she can tell you about the plane crash with a gleam in her eye. Well the same is true of many PR spokespeople, which makes them not my choice on many occasions as spokespeople. Regardless of whether news is good or bad, some spokespeople are able to stand before reporters and maintain a bubbly persona as though all is well, even when it isn’t. Their answers are often glib, superficial and poorly rehearsed. I hate that and so do most reporters and that is why many times I don’t want a PR person to be the spokesperson.
At the same time, many CEOs attempt to be too serious, attempt to communicate way too many details and generally look like the world’s biggest grump. I hate spokespeople like that.
The one time when I always want the PR person and the CEO ready to both act as spokespeople is when I write a crisis communications plan for an organization. I generally ask that the PR spokesperson and CEO both be included as spokespeople, along with a host of other executives.
Generally, in the first hour of a crisis, when information is still limited and most executives are busy managing the crisis at hand, I suggest that the PR spokesperson read what I describe as the “First Critical Statement.” This document lays out the very basics of what is known until more details are available.
Generally, I follow the initial statement one hour later with a more detailed statement delivered by a manager who has more expertise and knowledge about the subject at hand. This is one of the reasons why mid level executives need to be media trained.
Many companies will have sent out their CEO by this point to serve as the point person and lead spokesperson. I do not agree with this approach because I would prefer for the CEO to be leading the crisis team during the crisis. Furthermore, if a company uses a CEO as their spokesperson and the CEO misspeaks, who will come behind the CEO and clean things up if the CEO makes a mistake. Generally, I save the CEO to be the final spokesperson when the crisis is over. It both allows the CEO to clean up after any misstatements by middle managers and it allows the CEO to be portrayed as a leader who was managing the crisis.
Words are important, but you also send signals to the media by whom you select as your spokesperson. Choose wisely.
In our next lesson we’ll discuss the do’s and don’ts of a news conference.