Where’s Shakespeare When PR Needs Him (Or Christopher Marlowe)
Arthur Solomon, Public Relations ConsultantOn August 16, the New York Times ran an article about Well Fargo continuing to charge customers overdraft fees for accounts that were closed.A spokesman for the troubled bank, which has for several years been the subject of government investigations for unseemly practices, told the Times, in part, “Wells Fargo works hard to foster a culture that is centered on doing what is right for our customers and exhibiting high ethical standards and integrity.” Statements like the one above are from the public relations boiler plate statements hand book that was created many decades ago and should have been trashed, but still unfortunately survive. Two of the so-called “golden rules of PR” that has always bothered me are the clichéd, parrot-like statements issued after a PR crisis and statements by a corporate entity or individual with a PR crisis that lack any empathy. Like the one above.Most corporate statements after a PR crisis read or sound as if they were written by individuals who have a master degree in Uncaring from
Below are a few examples of quotes issued during a PR crisis:
In its May 31 edition the New York Times ran a story about a young girl who was injured when she was hit by a foul line drive in a section of the seats that had no protective netting. The Times reported that Major League Baseball said, “Clubs have significantly expanded netting and their inventory of protected seats in recent years. With last night’s event in mind, we will continue our efforts on this important issue.” (If the seats are the inventory, are the spectators the product?)
“Boeing CEO Muilenburg Issues Statement on Ethiopian Airlines Flight 302 Accident Investigation.”
“First and foremost, our deepest sympathies are with the families and “Boeing continues to support the investigation, and is working with the authorities to evaluate new information as it becomes available. Safety is our highest priority as we design, build and support our airplanes. As part of our standard practice following any accident, we examine our aircraft design and operation, and when appropriate, institute product updates to further improve safety. While investigators continue to work to establish definitive conclusions, Boeing is finalizing its development of a previously-announced software update and pilot training revision that will address the MCAS flight control law's behavior in response to erroneous sensor inputs. We also continue to provide technical assistance at the request of and under the direction of the National Transportation Safety Board, the U.S. Accredited Representative working with Ethiopian investigators.“In accordance with international protocol, all inquiries about the ongoing accident investigation must be directed to the investigating authorities.”Boeing also is not beyond using the “It’s not our fault” strategy. On June 20, after being strongly criticized for its handling of the 737 Max crisis at a House hearing, a spokesman for the company said, “The 737 MAX was certified in accordance with the identical FAA requirements and processes that have governed certification of previous new airplanes and derivates,” according to the New York Times. (That’s like saying that just because the government doesn’t prohibit smoking it doesn’t mean doing so will not cause life-threatening illness and addiction.)Actress Felicity Huffman’s pleading guilty statement re the college admissions scandal:“I am pleading guilty to the charge brought against me by the United States Attorney’s Office.I am in full acceptance of my guilt, and with deep regret and shame over what I have done, I accept full responsibility for my actions and will accept the consequences that stem from those actions.I am ashamed of the pain I have caused my daughter, my family, my friends, my colleagues and the educational community. I want to apologize to them and, especially, I want to apologize to the students who work hard every day to get into college, and to their parents who make tremendous sacrifices to support their children and do so honestly.My daughter knew absolutely nothing about my actions, and in my misguided and profoundly wrong way, I have betrayed her. This transgression toward her and the public I will carry for the rest of my life. My desire to help my daughter is no excuse to break the law or engage in dishonesty.” Perhaps the most long-lived and nonsensical boiler plate response is that issued by corporate
About the Author: Arthur Solomon, a former journalist, was a senior VP/senior counselor at Burson-Marsteller, and was responsible for restructuring, managing and playing key roles in some of the most significant national and international sports and non-sports programs. He now is a frequent contributor to public relations publications, consults on public relations projects and is on the Seoul Peace Prize nominating committee. He can be reached at arthursolomon4pr@juno.com or artsolomon4pr@optimum,net.