Archive for April, 2010

Can we rescue journalism from the smut rut?

Vanity Fair has decided that we need to be acquainted with Tiger’s Tattletale Women.  The photo feature in the May 2010 edition looks more like Playboy eye-candy than a doctors’ office read.  I don’t give a flip about Tiger Woods, although I must concede he’s a hot news commodity.  I just don’t need this kind of hot staring me down from the grocery store shelf.  He’s been to therapy, the Masters are over, so enough already. Can’t we avoid giving his call girls a celebrity launching pad? I guess when they told us to write to a 13-year-old audience in journalism school that this is what they meant.  Geez.  I thought Vanity Fair was a bit more high-brow.

Meanwhile, Entertainment Tonight is airing installments from Hector, the baseball coach, who is claiming a recent affair with Larry King’s wife, Shawn.  I have a hard time imagining that little league baseball or even Larry King are truly entertainment, but hey, it’s a 24-7 news cycle and it begs to be fed.  And Hector probably is hoping for a modeling job.  I doubt that he’s still coaching the young King boys on their batting technique.

In March we had a parade of stories detailing the colorful body shop hook-ups of Jesse James, Sandra Bullock’s husband.  I still haven’t gotten used to the idea of him as a real celebrity and now his freak-showesque harem is vying for the microphone.  I smell a few book deals underneath all that ink.  And, maybe another Oscar nod for Sandy.

A few months ago it was impossible to avoid the news trickle about Rielle Hunter (nee Lisa Jo Druck) who destroyed John Edwards’ marriage and political career with the introduction of baby Quinn. Riellly, do we need all the details?  Does Elizabeth deserve this embarrassment?  Do we have to know about the videotape?

And, Eliot Spitzer is back in the news now that his New York Madam has announced she’s running for governor on the Libertarian ticket with a pitch to legalize prostitution. I can only imagine the campaign parties.

It seems the truth is stranger than fiction these days.  I thought the news was supposed to be about things that rarely happen.  I think that calls for some stories about happy-ever-afters among regular folks from Iowa.

Leaked Toyota memo brings attention to crisis communication

Caroline Duffy spent part of Thursday afternoon with WSB-TV reporter Jim Strickland.

Jim wanted to understand what steps a company should take during a crisis to communicate with the public. Of course, he also wanted to know if Toyota’s reputation has been damaged by the disclosure of the leaked memo.

The memo regarding acceleration problems says, in part, “We are not protecting our customers by keeping this quiet .”

We were honored that Jim thought of Jackson Spalding when he needed a professional opinion on crisis communication.

Watch the WSB-TV video here or download the full memo as a PDF file here.

There’s a lot more we can say about crisis communications that doesn’t fit in a local news report, so send us your questions or keep reading JS Thinkstand.

Conversation magnets: sidewalks, poppies, puppies

I live on a very busy street where traffic can resemble the Autobahn or a pre-Christmas line at the post office, depending on the time of day. About a year ago, our county decided to install sidewalks, which had many of us wondering how our property values might be affected. At the end of what seemed like never-ending construction, the contractor slapped down a strip of sod in a space between the curb and the sidewalk. My olive-drab patch seemed unlikely to survive, so I decided to replace it with a wildflower garden.

I spent days digging up the rocks and concrete in the shallow space, replacing them with potting soil. It would have been a relaxing activity, except that I had to keep one eye peeled for speeding commuters and the other fixed on the task at hand. Finally, I was relieved to sow my bags of seeds from a standing position, which gave me a fighting chance of survival if an errant vehicle careened in my direction.

Within a few weeks, the flowers began to sprout and I would look forward to getting home each day to inspect nature’s progress. Before too long, neighbors started stopping by, too. I call them neighbors, but they were really just strangers who happened to share my same zip-code. As the poppies and miniature sunflowers began to fill in and nod their heads in the breeze, I began to get comments from drivers who slowed or honked in approval.

“Thank you for growing your garden,” they shout. “It puts me in a good mood everyday.” Lord knows, we need more Atlanta drivers who are in a good frame of mind.

Spring turned to summer and more and more walkers and runners began to populate the sidewalks, often with their dogs in tow. My little roadside garden provided conversation alchemy. Anonymous faces have become casual friends. There is the power-walker in the floppy bonnet who strides by with news about the vacant lot down the way. The nurses who walk and talk over their lunch break, stopping to admire the flowers. The MARTA commuter, relieved for a safer trek to the station. And, our next-door neighbors, who have re-emerged after years behind their fence to offer homegrown tomatoes.

The sidewalk has been good for me, too. It makes me venture out with my frisky Jack Russell, who is a conversation starter himself. He has introduced me to a retired couple several blocks away who have shared offshoots from their purple hydrangas and a Greek seamstress who has offered me a cutting from her fig tree. As I see it, the sidewalk we worried about has actually improved our property values and our quality of life. It’s been the catalyst for conversation and community.

It’s seed sowing time again, so I’ve been back at the sidewalk turning the soil and pulling up weeds. The traffic this year seems kinder and gentler. They de-accelerate as they approach my patch. They smile as they jog and tell me they are looking forward to the flowers. This year, I might add some suggestive signage for the diehards, encouraging them to stop and smell the roses.

Baseball and business: It’s time to examine your saves

Well, the first pitch has been thrown. Baseball season officially has begun, which means spring is finally and mercifully here.

During the 2010 season, pay close attention to the relief pitchers, craftsmen of their trade and dedicated on-the-mound problem solvers.

Like the best relievers in the game, a winning service business needs to view client problems as opportunities, a chance to demonstrate why you are in the business you are in, why you feel called to do what you do in the first place and why you are driven to succeed and protect your reputation no matter the cost.

The truth is your clients will likely remember more how you solved a problem than how you successfully landed them on the front page.  This solving effort has been called a lot of things in business, starting with the save, an apt description, especially when thinking of the baseball analogy.

The key to taking this from a bases-loaded situation to a no-runs outcome is recognizing what a relief pitcher does when faced with a similar predicament.

The best reliever remains calm and leans on his teammates. He talks over the challenge with his catcher and pitching coach before heading to the mound.

He has a game plan. He stays focused and does not give up. He pictures in his mind the final result and knows the responsbility rests mainly on his shoulders.  He recognizes the save is not complete until every batter has flyed out, struck out or grounded out.

All of the above is needed when solving a threatening client issue. When you do it right, you will remind your client they made the best decision they could possibly make when they hired you. They will see you as the pro you are and will respect you even more. And they will tell others the story of how you saved the “game” and threw your share of strikes.

When was the last time you took a client problem and got a save?  What did you do to address this potential dint in your reputation and turn into a reputation builder?