Accentuate the Positive, 3.0

I’ve had more potential clients than real clients in my slowly-growing media consultancy gig. But what is more frustrating is what keeps getting in the way.

One state agency wanted to train a bunch of folks a few years back. The nature of their jobs created some real headaches when it came to defending their actions and protocols. I pitched a program tailored to their needs, and off we went.

My only problem at that time was my continued employment in television news.

What I needed was a solid firewall. Someone else who would bankroll the training, preventing any real conflict-of-interest charges. We found it, in a private foundation grant. (Bear in mind that I only did seminar work geared toward prevention at that time, and was not a resource for people looking for real-time crisis messaging.)

Then “bad headline #1″ hit the papers, and the agency was too busy with damage control to consider damage mitigation training.

Months later, we were ready to go again, and actually had a contract drafted that fit all of the applicable criteria. I never did get the signed fax back, and I found out why the next morning, when “headline #2″ splashed across the front page.

Again, too much heat to consider working it then and there. The client did not want to be seen spending money on image and reputation management.

Finally, we got everything worked out again. I was free of any possible conflicts, and actually had a couple of new seminar options available that would have helped this agency’s employees immensely. Who knew that one week later the agency would be sanctioned by a judge, and the director (with whom I had dealt) forced into an early retirement???

For a lot of people, “crisis management training” is this iffy insurance policy. There really is no tangible guarantee it will make anything better. (Other than the word of every person whose ever faced a pack of cameras, and felt more confident because of the prep work.) It’s just frustrating when the very people who need the training the most are the ones whose lack of training gets in the way of getting it.

This marks one year of PR blogging for John Wagner over at On Message.

He’s worth the read if you are so inclined.

All things considered, Birmingham is not a bad place to be. It’s small for a big city, and too big to be a town. The lack of super-skyscrapers downtown is a direct byproduct of having an airport within sight — and that’s a rare thing these days.

The air is a lot cleaner these days, that the major industries are education and healthcare. And Birmingham has one of the most impressive underground fiber-optic infrastructures in the country.

Yet when you mention Birmingham outside of the region, most people are still stuck on discrimination, hoses, police dogs, dirt roads, and outhouses.

What has not changed is Birmingham’s success in telling its own compelling story to national and international audiences. As a result, there is little perception in key national markets of the Birmingham region as a place that not only exemplifies the possibilities of progressive change, but is building on the foundation of that change by seeking to develop its financial, logistical and human resources to the fullest extent. Yes, Birmingham has changed; but most of the nation – or, more to the point, most key corporate location decision-makers, most would-be entrepreneurs, most skilled talent in high-growth business fields – does not know that, or care to know it.

TechBirmingham is out to change that, and is actively pitching emerging tech industries. In my past life, I did a couple of features on these businesses that thanks to the internet could locate anywhere. Why not pick a place where you could set up in a historic brick building with character — enjoy a comparitively low cost of living — take a 15 minute drive to the airport if you need to fly — and still plug into a T3?

TechBirmingham is hitting this project on several fronts, including a local television PSA campaign aimed at educating locals about the advantages they enjoy. It’s volunteers have also embarked on a project to showcase all 199 (and counting) wireless access points within the metro. (Which includes all 5 acres of Vulcan Park. Free.) They are blogging about it here.

I’ll be tracking their efforts as they go, and may even pitch in as my schedule allows. (Although among my full-time job, my freelance consulting, my family, and my Kung Fu students, there’s not a lot of time left.)

When crunch time hits, you have to think in terms of communications in both directions. When people can’t reach you, they either leave disenfranchised or outright disgusted.

When Hurricane Katrina sent tens of thousands of people to Birmingham, we were getting deluged at the Red Cross office with people trying to call in to offer “something.” The biggest complaint was that “we weren’t answering the phones” and “we weren’t acting fast enough.” The worst PR we faced early on was the swarming and overwhelming of our communication system.

The year before, we faced a similar dilemma on a smaller scale, as local media pounded us for shelter information and updates with Hurricane Ivan. We got around that issue by pushing the assignment desks and producers to a page on our website that was updated every hour. We even pushed that information to police departments and other dispatch agencies to use as an online resource for people calling from the evacuation routes. It worked like a charm, and within a half-day our incoming media traffic was again manageable.

That wouldn’t work as well for Katrina, because “the public” is magnitudes larger than “the media,” and the expectation level was far higher. So we went a different route.

Through our media partners, we urged the general public to not bring us random items and non-monetary donations — but to register them with us on the internet. We set up a special e-mail address, and asked that they put the “proposed in-kind donation” on the subject line, and their personal and contact info in the message body. Those without internet access were sent to a volunteer who would take their information and send it in e-mail form for them. We set it up on a free gmail account for some key reasons:

• It kept the bandwidth off our server
• Our volunteers who needed to access it could do so without a special network connection
• It is easily searchable, allowing us to get exactly what we needed without looking at every message
• We could use what we needed, and not collect a bunch of items that would have cost us to store or even dispose of

(In the end, we had a nice database of folks that we can discreetly call on in the future for training opportunities…)

This did have a measurable impact on our incoming phone traffic. The message we delivered with this move was “We want to be responsible stewards of your donations, whatever they might be. By registering your wish to donate an item, you can rest assured that we will only call if it is really needed — and you don’t have to wonder whether your charitable effort was wasted.” That message really hit home with people, and I think it enhanced our overall stewardship position within the community.

We also used the e-mail and webpage to explain our policies about donations, as well as the sorts of things we might could use versus the things we could not accept second-hand. That in itself did more to educate the community than anything else. In the end, we had more than 170 bona-fide offers of goods and services that people registered with us — and we availed ourselves of a few of those offers.

You can buy a paper for fifty cents… but buying the content will cost you a whole lot more.

It appears now that part of Richard Scrushy’s PR campaign has surfaced. While his unspoken strategy was well-documented and transparent, what wasn’t so well-known was the people on the payroll:

Audry Lewis, the author of those stories in The Birmingham Times, the city’s oldest black-owned paper, now says she was secretly working on behalf of Scrushy, who she says paid her $11,000 through a public relations firm and typically read her articles before publication.

Documents obtained by The Associated Press show The Lewis Group wrote a $5,000 check to Audry Lewis on April 29, 2005 — the day Scrushy hired the company. The head of the company, Times founder Jesse J. Lewis Sr., is not related to Audry Lewis.

The firm wrote another $5,000 check that day to the Rev. Herman Henderson, who employs Audry Lewis at his Believers Temple Church and was among the black preachers supporting Scrushy who were present in the courtroom throughout.

Audry Lewis and Henderson now say Scrushy owes them $150,000 for the newspaper stories and other public relations work, including getting black pastors to attend the trial in a bid to sway the mostly black jury.

Scrushy is denying personal knowledge, and the prosecutors say this doesn’t warrant action. After all, while it may be unethical, it isn’t illegal — and they are satisfied that the jury wasn’t swayed by news coverage anyway. Reporter Jay Reeves described Scrushy’s reaction to the news about the news about the news:

In an e-mail response to questions from the AP, Scrushy denied authorizing payments to Henderson or Audry Lewis for any work on his behalf.

Scrushy said he “hit the ceiling” when he learned that the PR firm had paid Henderson but added that he had considered Audry Lewis to be “a nice Christian woman that thought we had been treated badly and she wanted to help.”

Now he said he knows they are both “about the bucks.”

Thoughts, people?

One would certainly hope that Richard Scrushy is truly following his heart.

If not, he is certainly following his public relations rehab prescription to the letter:

The Anniston-Calhoun chapter of the Southern Christian Leadership Conference lists “Minister/Evangelist Richard Scrushy” as special guest speaker at its 4 p.m. MLK program. The church’s pastor, Rev. N.Q. Reynolds, is the group’s president.

Scrushy will be accompanied by the Trinity Broadcasting Network, which is filming a documentary on Scrushy and his faith.

His spokesman, Charlie Russell, said Scrushy will speak on the topic “Creation vs. Evolution” and “how God moves man to speak God’s word and make it reality.”

Maybe God moves man to speak by humbling him before federal judges, and stripping him of his worldly desires.

I’ll say this… I certainly hope and pray at this point that Richard and Leslie are sincere about their faith. Because if they aren’t, keeping up an act for public appearance’s sake is its own hell. This is the equivalent of O.J. running around with a magnifying glass and a sidekick, actually looking for the “real killer.”

Hat tip again to Wade, for reading the paper more thoroughly than I do.

I hereby apologize for setting in motion the chain of events that got Paul Finebaum sued.

(Thanks Wade, for bringing this to my attention.)

We’ve documented Richard Scrushy’s legal battles — not so much for the courtroom fireworks but instead looking at his stated goal: repairing his civic and corporate reputation. Having won an acquittal from a jury in his HealthSouth fraud trial, the founder and CEO has been keeping fairly low on the second part of Operation Renewal. For the most part, he’s even heeded the advice I laid out months ago.

Now, he has filed suit against both the Birmingham News and radio talk-show host Paul Finebaum, for separate statements and allegations he feels are false and damaging.

BIRMINGHAM, Ala. (AP) — Libel suits filed by former HealthSouth CEO Richard Scrushy accuse The Birmingham News and Alabama radio personality Paul Finebaum of defaming him in reports or commentary about his relationship with a black church that he joined.

Scrushy’s wife, Leslie, is a plaintiff with her husband in the suit against Finebaum.

In both suits, Scrushy, who is white, accuses the defendants of unfairly portraying his decision in 2003 to leave his longtime church in Vestavia Hills and join the Guiding Light Church, a predominantly black church in Birmingham. Scrushy changed churches while under criminal investigation.

A November 2003 story in the News quoted a legal expert as saying that by changing churches, Scrushy was “laying the groundwork for endearing himself to African-American jurors.”

The suit claims the statement was libelous because it “made Scrushy sound like a devious hypocrite and heathen.” McPhillips said Scrushy changed churches as a result of his “own faith walk with the Lord.”

The Scrushys’ suit against Finebaum, who also is a sports columnist for the Mobile Register, cites a radio show in which Finebaum and his callers discussed who might play Leslie Scrushy in a movie about the couple.

“Who is the fakest actress in Hollywood? I mean the one with the fakest smile — that would be Mrs. Scrushy, wouldn’t it?” Finebaum said during a radio show in February.

According to the lawsuit, Finebaum “publicly described Mrs. Scrushy as plastic, as a gold digger, as a fake, as a phony, and as an air head.”

Three years ago, when the SEC was trying to clamp down on Scrushy’s assets, I was a regular contributor to Finebaum’s show. During a long segment on a slow news day, Paul asked me how the reporters stayed awake with little to do. I told him how we were already casting the Scrushy movie, and gave a few examples. (Andy Garcia as Richard Scrushy, Courtney Cox as Lesley, Samuel Jackson as Donald Watkins…)

Who would have thought it would come to this?

More signs that Media Relations people need to update the old models…

…with a tip of the hat to Corante‘s ‘Rebuilding Media‘.

First, a great media shift is already underway. 2005 saw the end of more than 2,000 newspaper jobs in the United States (including several folks down the street at the Birmingham Post-Herald.)

Combine that with the recent announcement that the Pulitzer committee is now accepting online content submissions, and the new president of the Society of Professional Journalists teaches online media at the University of Florida.

When the dudes with inky hands are filling out job applications, and the internet dudes are running the guild, and the dudes who hand out the hardware are changing the rules… maybe it’s time to take a hint.

B.L. Ochman’s mantra: the traditional press release is dead. It won’t happen tomorrow, but the “traditional press” is slowly heading that same direction. If you’re still promoting yourself the same way you did five years ago, you might still be okay. If you’re not looking for new ways to engage your current and future customers, you’re making a big mistake.

But as long as I am at it, I might as well introduce you to my boy.

This is Ryan at 15 months, and he likes to charge at the camera. I’ve tried to tell him that the “hand in the lens” tactic is so overdone, but he doesn’t care what the public thinks.

It must be nice to be a toddler. Food is for play, and you get to watch a lot of Blue’s Clues.

I could write a book.

I probably will.

I can’t wait for the chance to start thinking about some of the PR lessons I’ve culled along the way with Katrina.

Bottom line — we’ve stayed a step ahead, managed public/client expectations, and steered clear of negative publicity through good monitoring, good relationships, and good service.

Peace.

And support the American Red Cross.

I am tiring of 16-hour days with my former allies in the media, but they are eager to help me tell a great Red Cross story so I can’t complain.

When I get a moment to reflect on what I’ve learned (including a lesson about ambush interviews) I’ll post. (Someone ask me about our innovative use of e-mail?)

Howsabout a word of encouragement I can pass along to the Red Cross volunteers?

Blogging is going to get slowed down for a little while, as I prepare for a tour of duty with the United Way as a “loaned executive.” That’s basically where your company decides you’re valuable enough to help raise money, but expendable enough to do without.

There are some exciting things on the horizon, however. Seminars and personal coaching is beginning to pick back up, and there are a couple of organizations out there waiting on proposals to move forward. I’m also working on getting some of this seminar material on tape.

A lot of the information I provide to my consulting clients works within the small business environment as well. Yet these are the same businesses that don’t have the resource or budget to bring me in for a large presentation.

I’m working with some pretty heady people on a format that will be easy to follow, engage the listener, and be more cost effective for those clients “in between.” I’ll be announcing more about those products as we get closer to rolling them out.

With that in mind, I’d like a bit of feedback from you. What sorts of solutions are you seeking when it comes to better media relations and interviewing? What are the biggest pitfalls in your interoffice communication? How much would you benefit from being able to better tell “your story?”

Your input and encouragement are most welcome…

Ike.

In my “previous life” on television, my last beat was education.

Birmingham’s City School System had an annual problem with students who waited until after Labor Day to come to classes. It was a cultural thing here, and a lot of parents needed re-educated about why missing three weeks of school is a bad thing.

Once the system started having severe financial problems, it became dire. The state allocates funds based on average enrollment for the first 40 days of the school year. If a sizable chunk of the student body isn’t around, the money goes away. Yikes!

To combat the problem, Birmingham instituted an initiative called (I’m not making this up) “Just Show Up“.

Talk about your inspirational messages! It ranks right up there (down there) with “Delta: We Get You There!” (late, sans luggage, and hungry… but THERE.)

Needless to say, the program caught a lot of heat for sending the wrong message to kids. After all, we don’t want them just showing up. We want them learning things, and becoming better future citizens. The project was already being slammed as a dismal failure before it was halfway through.

At the halfway point of the 40-day census period, I asked for the enrollment figures from that year-to-date compared to the previous year. Based on my calculations (ones which the schools lacked either the ability or the creativity to figure), Birmingham’s Board of Education “saved” more than $6,000,000 that would have been lost had the students “shown up” along past patterns.

“Just Show Up” just plain worked, in terms of getting the word out and getting butts in seats. But it still wasn’t working as a positive message once the morning bell rang.

This year, the same program has a new title and a new theme: “Going to the Head of the Class.”

Dear Mr. Scrushy:

Congratulations on beating the rap in your $2.7-billion accounting fraud trial. That is no mean feat.

However, there are a lot of people who are coming to terms with your acquittal, not ready to attach “innocence” to your name. Just ask Michael Jackson, who beat his charges, but was labelled as a “probable pedophile” by one of the twelve who set him free.

So, here are some things I recommend you do to repair your public image:

1) Be Gracious. Avoid speaking ill of anyone who wished you the worst. Keep the focus on you and your family. And take a vacation.

2) Don’t storm the citadel at HealthSouth. Yes, it’s your baby. Yes, as far as the law is concerned, you’ve been vindicated and have every right to reclaim your office. Don’t. They will make your return ugly. Express your relief that HealthSouth is on better financial footing. You can go home again, but don’t sour your public persona by running back inside today. That would look too greedy.

3) Do not cancel your “Morning Viewpoint” show. Too many people saw this show as a transparent ploy to recast your image. Prove them wrong.

4) Re-invest in the community. Yeah, a lot of organizations were quick to pull your name off those schools and buildings and streets and libraries that carried your name. That’s not what you need to re-approach. Let your next wave of philanthropy be quiet — let word of mouth carry the day. As long as you don’t appear to be “buying” good will, you’ll succeed. You lost a lot of people at once, you need to get them back one at a time.

As I write this, you are already putting some of this advice to use. I heard you say something to the effect of “We give all the glory to God, who gave me and my wife the strength to endure this torture…” It’s not enough to say the right things… you’ve got to live them over time. Just use the same discipline you did in the pre-trial phase.

Just be content to re-cast a new legacy. Leave the old one behind. There was too much baggage there anyway.

Trying to be fair, your pal…

Ike.

(p.s. — some of my friends reading this may have other advice for you too. They’ll add it to the comments section.)

Let the PR punditry begin.