"Public relations is essentially about developing and maintaining structured communications with stakeholders important to a business or organisation's operational and financial performance so they continue to support the business in their own ways."
Paul Hemsley
The Press has accused EQC of being unprofessional in its portrayal of two of its reporters – one as "schizophrenic in his writing” and another as a "rogue reporter”.
The background to this is the EQC’s presentation to field staff on Monday reminding them of the organisation’s responsibilities to the media and that media enquiries should be referred to the designated media contact person.
This story is evidence of natural tensions between an organisation in the spotlight (and even under siege) and the legitimate role of the media – a fact acknowledged by EQC.
Any organisation that’s dealt with the media on sensitive issues will have some sympathy for the frustrations of the EQC at this time. No matter how brilliantly they respond to many claims, some people will remain disaffected and will take their complaints to the media, because they feel that is the only power they have. Whether these complaints are legitimate or not, the EQC has to accept this.
If the EQC made a mistake in it presentation to staff, it was in overtly personalising its concerns with individual reporters and preference for others. For its part the newspaper has over-reacted to this. I suspect there’ve been instances when its own reporters have privately characterised some of the EQC’s personnel in less than flattering terms. That’s just human nature.
It should not be forgotten that contacts between reporters and organisations are complex human relationships. In pressure situations there can be an added edge, and what the reporter sees as relatively straight forward is often not so, and the relationship can become prickly.
There is a long way to go in the repair and re-establishment of Christchurch. The Press and the EQC are two organisations critical to a successful outcome, and it is vital that they take stock of their respective roles and make the relationship work for everyone.
For any business, dealing with reporters can sometimes be a fraught experience – never more so than in higher-stake situations such as this. Getting professional advice is often the best course.
Previous Posts
Is it time to retire the EQC? (21 May 2013)When a communication breakdown undermines a key relationship (9 May 2013)
Too big to communicate (1 May 2013)
CEOs less trusted- why might that be? (4 March 2013)
Talking is not communicating (21 February 2013)
Cats and postal deliveries (31 January 2013)
The creeping disease of our language – hyperbole (6 December 2012)
Some lessons in media relations (29 November 2012)
Get with it, Mr Cunliffe, porkies are fine (21 November 2012)
Our own enquiry time as Sandy creates havoc (1 November 2012)
Communicating the poverty message (12 October 2012)
Politics, a game for the superhuman – or the Nixon solution (5 October 2012)
The potent weapon of bullying claims (29 August 2012)
All for one and one for all (31 July 2012)
Greenpeace a global business with the eye for the bottom line (26 July 2012)
The script for higher prices is written in the weather (20 July 2012)
A crass publicity stunt (12 July 2012)
Communication support for families in need (5 July 2012)
Descending to the depths of meanness (21 June 2012)
No thanks Minister (18 June 2012)
We’ve got a problem – let the shouting begin! Or is there a better way? (8 June 2012)
Speaking in headlines, merely for headlines (30 May 2012)
Exposés and rebuttals – are we any the wiser? (30 May 2012)
“The government should do something about that…” (7 May 2012)
Another Kiwi world champion (2 May 2012)
An abuse of power (27 April 2012)
Watch that, or I’ll get YouTube on to you (17 April 2012)
A perverse form of logic (16 April 2012)
Celebrity endorsements play to our laziness (29 February 2012)
Keeping their own counsel may be best course of action (22 February 2012)
The tatty remnants of Occupy (26 January 2012)
The spirit of communicating (21 December 2011)
Lessons from a “private conversation” (22 November 2011)
Never mind policy, what’s on the tape? (18 November 2011)
Good on you, Vector (2 November 2011)
A cardinal rule of crisis management lies in the dirt (9 June 2011)
Some French madness – surely? (7 June 2011)
Something to tweet about (2 May 2011)
Litany of apologies, but no humility (13 April 2011)
The tendency to editiorialise – knock it off (7 April 2011)
A campaign to help the country... (29 March 2011)
A storm in an outhouse (9 March 2011)
Cyclone Yasi – the new reality TV show (25 February 2011)
New chums in a unique cause (23 November 2010)
Shredding your reputation for a headline (29 October 2010)
Communications shouldn't mean altercation (14 October 2010)
Finding fairness for all victims is what will define us (24 September 2010)
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The age of intolerance (17 August 2010)
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How you respond is a measure of your mettle (30 July 2010)
The perplexing topic of food pricing (15 July 2010)
Lying as part of your strategy (9 July 2010)
Never mind the lost productivity. It’s a rich educational experience (23 June 2010)
The revenge of the people with red hair (27 May 2010)
No cure, but other miracles (19 May 2010)
Another tragedy and chorus call for the Government (12 May 2010)
The fashion of rebranding (28 April 2010)
The tale of two media interviews (24 March 2010)
Clear messages from the golden age of advertising (4 March 2010)
Plenty for the Commerce Commission in the holiday homes market (18 February 2010)
Food Inc only a point of view (23 June 2009)
A budget for feeding the chooks (4 June 2009)