The answer is…yes and no. Often it's how well the message
is managed when the story hits the headlines.
In May 2005 came the shocking news via worldwide media of
Australian pop singer Kylie Minogue's diagnosis with breast
cancer. Unfortunately being the public figure that she is,
there was no way this news was going to go unnoticed.
'Team Kylie' reacted quickly. They were very up-front with
the media, answered their questions and explained exactly
what the situation was. Kylie's Showgirl tour about to hit
the road in Australia was postponed. Although disappointing
to her many fans booked into her concerts, by being honest
and open about the situation these same fans - and media -
remained on side during this crisis situation.
There was a huge wave of support for Kylie as she underwent
intensive treatment and emerged 18 months later with a
clear bill of health. Throughout this time the media were
kept informed and remained supportive until the time came
to promote her rescheduled Showgirl tour.
The Power of the Press
Although Kylie's diagnosis was absolutely devastating - the
upside - if there is one, is that this story created much
more public awareness of the importance of early diagnosis
of breast cancer. Every major Australian newspaper, TV
current affairs show, magazine and radio talkback station
did some story on breast cancer. Kylie's diagnosis has had
a major influence on a whole generation of women.
According to The Sydney Morning Herald, a September 2005
article in the Medical Journal of Australia argued that
publicity about Minogue's illness prompted a doubling in
bookings for mammograms by women being screened for the
first time. Eight weeks after the story broke, bookings
were still 40 per cent higher. "The dramatic increase in
initial and rescreen mammography among eligible womein is
unprecedented in the Australian breast screening program,"
the authors, Simon Chapman, Kim McLeod, Melanie Wakefield
and Simon Holding, found. Commenting on research linking
historical rates of screening with a 26 per cent fall in
mortality, the authors predicted the significant 'Kylie
effect' on screening may further reduce breast cancer
deaths".
Kylie has proudly re-emerged as a leading pop icon with a
reputation as an astute businesswoman and manager of
"brand" Kylie. The successful launch of the Showgirl tour
in Australia, in November 2006, along with the media
management of a very difficult personal time has cemented
her place in the pages of entertainment history.
Publicity Crisis
Although no one on Kylie's management team or those on the
event management team of Kylie's original concert tour in
2005 could have predicted such an astonishing outcome -
there was no doubt some sort of crisis management plan was
in place.
Even though your event or publicity campaign may not be of
this scale it is still a good idea to have a plan in place
in case of unforeseen situations. There's two ways of
approaching it.
* An issues management plan is identifying what could
possibly go wrong and have a plan in place to ensure the
issue doesn't become a crisis and/or
* Have a crisis management plan where if it does blow out
and become a major catastrophe you know how to handle it
Here is a brief checklist to an issues and crisis
management plan:
1. Identify anything possible that may go wrong and
prepare a plan to handle the crisis
2. Organise a crisis team and allocate responsibilities
3. Have a spokesperson in place that will handle all media
inquiries. If the media calls someone else - those calls
can be directed to the most appropriate person. Make sure
the spokesperson is media trained
4. Do respond to the media quickly with respect to their
deadlines and have all your facts and statistics in place
5. Be prepared for any possible questions and negative
responses
6. Remain calm and tell it as it is - the truth
7. In the case of an individual do respect their privacy
but don't ever say "no comment" - have some response
prepared or say, "we don't have the answer to that yet."
8. Do show concern and respect other people's position in
the crisis - those of your clients, customers and employees
9. Do be aware of any legal implications before admitting
any fault
10. Keep media and other stakeholders informed at every
step of the way
11. Make an announcement and initiate a positive public
relations campaign after the crisis has been averted
12. Review your crisis management plan and update if
necessary
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Sue Currie, the director of Shine Communications
Consultancy and author of Apprentice to Business Ace - your
inside-out guide to personal branding, is a business
educator and speaker on personal branding through image and
media. Sign up for free monthly tips on personal and
professional PR at
http://www.shinecomms.com.au/contactmanager/default.cfm
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enhance your image and shine.