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Learning from Negative Press - Michael Horgan, Joint Managing Director, Carewatch Care Services Ltd
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SCA Spring Conference 2009
3rd June 2009
SCA SPRING CONFERENCE 2009
Learning from Negative Press Michael Horgan Carewatch Care Services Ltd
DEALING WITH NEGATIVE PUBLICITY
IF YOU CAN KEEP YOUR HEAD WHEN ALL ABOUT YOU ARE LOSING THEIRS, IT’S JUST POSIBLE YOU HAVEN’T GRASPED THE SITUATION.
SCA Spring Conference 2009
3rd June 2009
DEALING WITH NEGATIVE PUBLICITY
“ARE YOU GOING TO BELIEVE WHAT YOU SEE OR WHAT I AM TELLING YOU”
Groucho Marx
WHEN IT HITS THE FAN
Do not believe it cannot happen because it has not happened before Do not believe that writing a plan/policy will prevent it from happening Remember you have a business to run as well
SCA Spring Conference 2009
3rd June 2009
WHEN IT HITS THE FAN
Communicate at all levels Don’t assume it won’t get out Consider the worst possible scenario Demonstrate human concern with what has happened Never under estimate the genuine concerns of your customer/service users
THE MEDIA
Do not ignore the media Do not blame the media – it can be your friend Television is the most important, but it’s not a holiday video you are making Experience in media handling, if in doubt get an expert
SCA Spring Conference 2009
3rd June 2009
THE MEDIA
Begin communicating at once Top person – high profile. Get to the decision makers What you are doing to help them get the truth Establish yourselves as the authoritative source Inform within
PLANNING
Develop a positive attitude
Appoint teams to prevent, manage and control Catalogue possible crises Devise future policies for their prevention Put plan in writing Test, test and test again. Be prepared to change if not
working
SCA Spring Conference 2009
3rd June 2009
COMMUNICATIONS
All key players and stakeholders must have the plan Background information prepared Set up and publish contacts for receiving communications Train spokesman
COMMUNICATIONS
Provide news releases – date/time and, review , number Remember staff/service users/clients – Your best ambassadors Afterwards review,review – lightening can strike twice!
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