Breakthrough Blog

FUMBLE – WHAT’S THE SOURCE?

noreply@blogger.com (Veritas Canada) — Fri, 05 Nov 2010 14:33:00 +0000

This week's perspective from Joe Chidley:

The foodie twitter-sphere was aghast this week at allegations of plagiarism leveled at Cooks Source magazine, which according to a writer named Monica Gaudio reprinted a story she posted online in 2005 called “A tale of two tarts”—but without her knowledge, permission, nor any payment at all. What makes this a communications misfire is the response from the magazine’s managing editor, Judith Griggs, who in response to Gaudio’s complaint retorted that content found on the Web is public domain, and that the editorial process vastly improved the story—so basically, Gaudio should be thanking her, not complaining. Later, on Facebook, Griggs boasted that the controversy had boosted the magazine’s Facebook fan base from 110 to 1870—prompting one reaction that called the post “smug, arrogant and tone-deaf.” It’s hard to disagree. And it seems that Cooks Source in its response broke a couple cardinal rules of crisis communications. First, don’t attempt to minimize the impact of alleged wrongdoing—that just makes you look more concerned for your own skin than for the damage that’s been done. And second—and it’s a big one—get your facts straight. In this case, it’s just not true that what’s posted on the Web is public domain—it’s protected by the same copyright laws as any other form of content. Now, the magazine has become the target for a slew of allegations of ripping off stories (including from The Food Network)—and Gaudio’s complaint might just be the tip of the proverbial iceberg.

TOUCHDOWN- DOUBLE DON WINS MASSIVE MEDIA JACKPOT

noreply@blogger.com (Veritas Canada) — Fri, 29 Oct 2010 19:46:00 +0000

Nothing succeeds like excess, it seems. KFC’s infamous “Double Down” sandwich – cheesy bacony gooeyness slathered between a pair of deep fried chicken breasts – made its Canadian debut this week, and everyone was talking about it. Innumerable media outlets documented their staffers’ reactions to giving the salt and fat-laden a whirl right out of the gate, but then the best possible thing happened: Ontario Health Promotion Minister Margaret Best mused about it as something the government might “take a look at and review.” Not since former Toronto Mayor June Rowlands banned Barenaked Ladies from performing at Nathan Phillips Square had something this innocuous become so immediately infamous. The government quickly back-pedaled, but by then an otherwise puffy fast food story had taken a rocket ride to downtown hardnewsville. Somewhere, the Colonel is smiling …

FUMBLE - MURRAY'S "I'M SORRY, BUT...." APOLOGY

noreply@blogger.com (Veritas Canada) — Fri, 29 Oct 2010 13:43:00 +0000

This week's perspective from Bob Reid:

Yet another cautionary tale of the importance to mind one’s p’s and q’s in the social media realm, this time courtesy of Ontario Research and Innovation Minister Glen Murray. Tweeting his opposition to Rob Ford’s mayoral bid last weekend, Murray suggested that first Ford, and then fellow Conservatives Prime Minister Stephen Harper and Ontario PC Leader Tim Hudak represented “bigotry.” Hudak said that crossed the line and demanded an apology from Murray, who initially responded by saying he regretted the comments but then in the same breath called on Hudak to “root out any of those working in his ranks who would try to exploit hatred.” In effect, Murray’s apology merely U-turned him right back into trouble again, as it suggested Hudak might be OK but his team was still suspect. Mixed messages are always problematic, and especially so when one is trying to apologize for a mis-step. There should be no equivocation, no “I’m sorry, BUT …” Express the regret, and move on. Murray wound up with two days of bad press over something which could have – and should have – been quickly and easily resolved.

TOUCHDOWN - FORD RIDES GRAVY TRAIN TO MAYOR'S OFFICE

noreply@blogger.com (Veritas Canada) — Fri, 29 Oct 2010 13:34:00 +0000

This week's perspective from Bob Reid:

Rarely are communications campaigns – let alone political campaigns – so sharply focused as was that of the now victorious Rob Ford in his bid for Toronto’s mayoralty. It wasn’t the sole factor in his landslide win, but Ford’s consistency of message throughout was definitely a key part of the winning formula. “Stopping the Gravy Train at City Hall” was Ford’s mantra throughout, and that one sound bite encapsulated perfectly his core positioning of eliminating wasteful spending, respecting taxpayers’ dollars and running a tighter ship all the way around. His refusal to deviate from that message track drove reporters and pundits crazy, but it obviously continued to resonate with voters throughout the campaign period. One golden sound bite does not a guaranteed election win make, but Ford clearly demonstrated the value of consistency when trying to develop a clear brand for a mass audience.

FUMBLE-BERLUSCONI'S TIRED TUNE

noreply@blogger.com (Veritas Canada) — Fri, 29 Oct 2010 13:32:00 +0000

Allegations of sexual and official impropriety are nothing new for Italian Prime Minister Silvio Berlusconi , but their cumulative effect might finally be having an impact on his political fortunes. His own wife has accused him of “consorting with minors,” he took heat last year over attending the birthday party of an 18-year-old model, and now a 17-year-old Moroccan girl has claimed to legal authorities that she attended parties at the Prime Minister’s private residence. What happened at those parties is unclear, but Berlusconi doesn’t deny anything. “I am very proud of my ability to be a host, a rather rare, perhaps unique host,” he said to reporters. “I am a playful person, full of life. I love life, I love women.” He went on to say that he deserves some playtime because “I have a terrible life—I have a life that requires super-human efforts.” The comments break two cardinal rules of crisis communications. One is, don’t downplay the seriousness or impact on others of your actions. And second, never make the crisis about yourself, as BP’s Tony Hayward did when in the midst of the Gulf of Mexico spill he expressed a desire to get back to his normal life. Do it, and you come across not just as somebody who might have made a mistake, but also a jerk. Granted, Berlusconi has got away with indiscretions before by pleading he’s a bon vivant, but this time he might not be so lucky—as his plummeting approval ratings suggest. Fumble, Silvio Berlusconi.

FUMBLE-RANDY QUAID IN LA-LA LAND

noreply@blogger.com (Veritas Canada) — Fri, 29 Oct 2010 13:17:00 +0000

This week's perspective from Joe Chidley:

I have always held Randy Quaid in the highest esteem, if only because he was so hilarious as the Quaker bowling prodigy Ishmael in the Farrelly Bros. 1996 classic King Pin. But his performances of late have been less “funny ha-ha” than “funny strange.” Like, really strange. Quaid and his wife Evi were released from custody in Vancouver this week, after being arrested on a California warrant over allegations they were illegally squatting on a property they once owned. (Why released? Turns out Evi’s dad might have been born in Canada, leaving the couple’s legal status in on-the-lam limbo.) Ill-advisedly (but not surprisingly), Randy made a statement to reporters, and it was surely one of the more oddly disturbing tracts ever read in public. Charity forbids making too much fun of it, and sanity forbids taking it too seriously—the guy claims that he is the target of “star-whackers” out to slander him, wreck his career and eventually murder him, just as they have already done to the likes of Chris Penn, Heath Ledger and David Carradine . But let’s take a closer look at just one element of his statement—the part where he vehemently claims that he and Evi are not criminals, and “nor are we crazy.” This is a classic case of parroting the negative—something we consistently warn against in our media training here at Veritas. It’s understandable enough: when someone says you are something nasty, your first instinct is to categorically say you are not that something. But the instinct is usually wrong, at least in media situations. For one thing, it’s a missed opportunity—typically you want to talk about what you are, not what you aren’t. More importantly, when everyone thinks you’re something bad, just saying you’re not doesn’t really cut it—it just feeds skepticism. (Think of Richard Nixon ’s unintentional epitaph, “I’m not a crook.”) And once you say it, you own it. His actual statement read, in part, “We are not criminals, nor are we fugitives from justice, nor are we crazy. We are just artists and film-makers…” Doesn’t matter: the headlines read “We’re not crazy – Quaid” and “Quaid: ‘I am not crazy or a criminal.’” Sure you’re not, Ishmael… Sure you’re not.

FUMBLE-OFFICER BUBBLES DOTH PROTEST HIMSELF BACK ONTO THE FRONT PAGE

noreply@blogger.com (Veritas Canada) — Fri, 22 Oct 2010 19:38:00 +0000

You know, I had forgotten all about “Officer Bubbles” and most of the rest of the G-20 noise … until this week. Toronto Police Constable Adam Josephs – his real name – was so upset with the YouTube videos which sprung up in the wake of his confrontation with a bubble-blowing demonstrator that he filed a $20 million lawsuit against the internet portal, the creator of the videos, and the 24 people who posted derogatory comments about him. However, for a guy stung by the online attacks directed against him, the move bought him a ton more ink and airtime, reminding one and all about the initial incident and the cyber-slurs which followed – not to mention a brand new raft of online flame attacks. As frustrating as the wild west of “new media” can be, before mounting any high-profile response (like, say, a multi-million dollar lawsuit), you’ve always got to ask yourself: how might this play out in the end, both online and in traditional media? If the answer is “way bigger than simply forgetting all about it,” you should probably consider the latter. If you hate the media stories, don’t do something that will only generate more – each and every one containing a recap of the original slight that started it all in the first place.

TOUCHDOWN-BUZZ ABOUT THE HIVE

noreply@blogger.com (Veritas Canada) — Fri, 22 Oct 2010 19:34:00 +0000

An uncontestable Touchdown to Toronto agency The Hive for taking home a major honour from the Globes Awards in Washington this week. The Hive’s “Bicycle Factory” promotion, for Cadbury, won “The Best of the Best in the World”—the top prize from the Marketing Agencies Association Worldwide. In our opinion, it was much deserved kudos for a great campaign, which invited Cadbury customers to help needy Africans by entering UPC codes from chocolate bars and other Cadbury products online—each code represented a bicycle part, and when you got 100 the actual bicycle was shipped to a community in need. Since its launch in 2009, more than 8,000 bikes have been built and shipped. A terrific CSR project—well-executed, consistent with Cadbury’s brand and its work to be seen as a responsible corporate citizen in the developing world, from which many of its products come. Plus it does no small amount of good. Congrats.

TOUCHDOWN- WHY WE LOVE FOOTBALL

noreply@blogger.com (Veritas Canada) — Fri, 22 Oct 2010 19:27:00 +0000

Here at Touchdowns & Fumbles, we love football—and not just because our name is, well, Touchdowns & Fumbles. We also love the drama, the high stakes, the action—and the penchant the gridiron gang has for PR foul-ups. Latest on the hit list: the NFL’s missteps in announcing what almost everyone agrees is a good policy of get tough with players who make illegal head shots. The league made the announcement while handing out a slew of fines from last weekend’s contests—tens of thousands of dollars to Brandon Meriweather of the Patriots, Dunta Robinson of the Atlanta Falcons, and Pittsburgh Steelers linebacker James Harrison, who got dinged $75,000 for an illegal hit to Cleveland Brown receiver Mohamed Massaquoi. Good policy? Sure—it’s all about saving lives, after all. But the league overlooked one small item: it was selling photos of the hits and the offenders on its website even as it said it was cracking down on them. After news reports picked up on the gaffe, Harrison, in a radio interview, accused the NFL of “wanting to get their money on the front end and the back end.” Lesson here: Before any public declaration, think about any potential vulnerabilities in terms of your organization’s reputation, and fix them before (not after) the big announcement. True, the NFL promptly removed the images. Still a fumble. But wait, there’s more: we’re going to give a fumble to Harrison, too, for his crybaby reaction to the fine. He complained that if he could not play the sport the way he wanted, which included trying to hurt people, then he would retire. A couple days later, he released a statement to the effect that in fact he would not retire, though not without taking a swipe at the league: “I cannot and will not let the league office stop me from playing the game I love.” And then he clarified that it was wrong of him to say that he intended to hurt people, when what he really meant was that he intended not to injure them. Oh, ok, now we get it. God, we love football…

TOUCHDOWN- A GAP GAFFE? NOPE!

noreply@blogger.com (Veritas Canada) — Fri, 15 Oct 2010 19:23:00 +0000

This week's perspective by Bob Reid:

Consumers by and large don’t like surprises, even if it involves a brand they’re not consuming like they used to. So it was not unexpected that The Gap stores would take a mall-full of heat for unexpectedly changing the long-established “blue box” logo that has become a contemporary retail icon, swapping it on The Gap’s corporate website for a new, rounder font (Helvetica, actually) with a small blue box grafted on the end of the ‘p.’ Gap fans went nuts on the company’s Facebook page, denouncing the move and crying out for the blue box to be brought back. Initially, Gap North America President Marka Hansen defended the move, hanging tough in an op-ed published on the Huffington Post website which read remarkably like a sales pitch. She wrote of the “evolution” of the Gap brand, in “products such as the 1969 premium denim and and the new black pants, and more modern stores in many locations.” She acknowledged the “passionate outpouring” from customers, and pledged to engage them in the dialogue – with details to follow. However, shortly after, Hansen said in a statement that “we did not go about this the right way. We recognize that we missed the opportunity to engage with the online community. This wasn’t the right project at the right time for crowd sourcing.” A PR blunder? An embarrassing reversal? I think not. Sure they riled some geeks, but suddenly a company that has seen sales slipping since 2005 was big news, with passions aflame about its logo for crying out loud – and without making a single change to a store or garment. Shades of New Coke, which prompted a global outcry to save “Classic Coke” and unleashed a torrent of media play and pop culture (pardon the pun) passion for another moribund brand.

BACKFIELD IN MOTION – BRETT FARVE'S SEXT SCANDAL

noreply@blogger.com (Veritas Canada) — Fri, 15 Oct 2010 19:17:00 +0000

This week's perspective by Joe Chidley:

You think it’s just kids that text too much? Well, think again. The NFL’s resident geezer, Minnesota Vikings quarterback Brett Favre, got a Fumble from us back in August for using text messages to stoke rumours he wasn’t going to return to the field this fall. (Those rumours helped him bag an extra few million from Vikings management.) At the time, we also noted the brewing scandal over allegations he texted pictures of his private parts to a sports reporter and ex-model named Jenn Sterger a couple years ago. Now, those allegations may come back to sack the aging gridiron hero, as the NFL has officially launched an investigation into whether Favre broke the league’s personal conduct rules. Do fans care? The jury is still out. For now, they seem to be worried a lot more that the legendary QB is losing games—the jokes are already circulating that he’s been “emailing it in” on the field. So far, Favre has rightly declined to talk to the media, except to say that his primary concern is the Vikings’ poor showing. Fair enough. But let’s step back a bit. If Favre did send those pictures, it’s a classic case of misplaced confidence in confidentiality. No one can assume that what they send over email or text message is private—no matter how private the subject matter—and that holds especially true for those in the public spotlight or in positions of power. So if you’ve got something really sensitive to share, do the smart thing and pick up the phone. True, phone calls can be recorded (legally, in this country, as long as one of the participants know the call is being recorded), but they’re still a safer route than email or text, no matter how convenient those are. Shouldn’t we all know this already? If Favre didn’t two years ago, he sure does now.

TOUCHDOWN – OAKLEY DONATES SHADES TO CHILEAN MINERS

noreply@blogger.com (Veritas Canada) — Fri, 08 Oct 2010 19:08:00 +0000

This week's perspective according to Bob Reid:

Has there been a happier-ending story than this week’s rescue of the 33 Chilean miners, trapped since August more than a CN Tower’s depth underground? I mean, aside from the one guy, who’s wife and mistress both arrived when news of the cave-in first broke … It was a gripping story of determination, courage and grace under pressure that literally had the whole world watching. So untold billions of eyes saw that distinctive round logo of Oakley sunglasses riding on the smiling faces of the rescued men, protecting their too-long-in-the-dark eyes from their first taste of sunlight (and/or TV kliegs). Oakley donated 35 pairs of glasses worth $180 per pair to the effort. One estimate placed the value of the product placement in the ubiquitous global news coverage at $41 million in equivalent TV ad time alone. A great score, but even better was Oakley’s approach to be quiet about the entire gesture, doing no proactive advertising about it nor even returning initial media calls for comment. Instead, in a statement, Oakley simply said “Our hearts are with the rescue team and miners as we hope for a joyous end to the crisis.” Classy and Touchdown-worthy for sure.

FUMBLE RECOVERY – KKK COSTUMER GUY FINALLY GETS IT

noreply@blogger.com (Veritas Canada) — Tue, 05 Oct 2010 14:18:00 +0000

This week's perspective from Bob Reid:

“What were they thinking?” was the question on everyone’s mind following news that two goons showed up at the Campbellford Legion Hall Hallowe’en party, one dressed as a Ku Klux Klan member, dragging the other (a white guy with his face painted black) around by a noose. It was utterly distasteful and utterly embarrassing for all involved, including the mayor of Campbellford and senior officials with the Royal Canadian Legion. So it was entirely appropriate that Klan-sheeted Blair Crowley would say “I apologize if I offended anybody.” Trouble is, he didn’t quit there, but rather continued on to tell a reporter that “that stuff (slavery) has been gone for years and years and years. I don’t see why the reaction is the way it is. That’s so past tense. It’s a piece of history from long ago … People need to worry about something other than that.” Fumble! Much like last week’s incident with Ontario cabinet minister Glen Murray, this is another “I’m sorry, but …” kind of apology. When you’ve done something publicly stupid, and especially when others have taken offence, you end up undoing any gains from the apology if you then try and suggest that people really oughta lighten up. It took another 24 hours for Crowley to get it right, telling Toronto Sun columnist Joe Warmington “I didn’t see it as a big thing and thought it was just a Halloween costume but after the fact I realize it’s just stupid and was extremely poor judgment. I am sorry for what I have done and take 100% responsibility.” That’s more like it, and the sincerity of both Crowley and his partner warrants calling this one a Fumble Recovery.

YOU MAKE THE CALL - MACLEAN'S AND "CORRUPT" QUEBEC

noreply@blogger.com (Veritas Canada) — Fri, 01 Oct 2010 13:44:00 +0000

This weeks perspective from Bob Reid:

It was the magazine cover heard across the nation, when Maclean’s splashed its cover with Bonhomme, the Quebec Carnival mascot toting a briefcase bursting with cash and the headline “The most corrupt province in Canada.” Howls of outrage echoed around the Quebec National Assembly and on Parliament Hill, where MPs would later pass a resolution denouncing the story. The obviously provocative cover generated tremendous media coverage, all focused on Maclean’s magazine, which defended the piece. However, parent company Rogers Media (which owns major media properties in la belle province) issued a statement from publishing division President Brian Segal, noting that Rogers does not interfere with editorial decisions of its publications, but at the same time saying “we sincerely regret any offence which the cover may have caused.” Some think it was a deft way of covering the corporate assets without meddling in the journalistic aspects of the business. Others say that, in the absence of such a statement, most average consumers may not have even been aware of Rogers’ ownership of Maclean’s – but if they’re mad about the article, they might now think twice about going with Rogers when choosing a cable or cell phone service provider. What do you think?

TOUCHDOWN – THE OILSANDS AVERTS A TITANIC DISASTER

noreply@blogger.com (Veritas Canada) — Fri, 01 Oct 2010 13:40:00 +0000

This week's perspective from Joe Chidley:

You might expect a visit from the man who made Avatar—a 3D movie extravaganza that did not exactly depict the mining industry in a favourable light—to have some pretty damning things to say upon visiting Alberta’s oilsands, one of the world’s largest strip-mining projects. But somehow, the “tar” sands averted disaster when blockbuster director James Cameron visited northern Alberta at the invitation of First Nations activists in Fort Chipewyan. His first stop, however, was a meeting with the Canadian Association of Petroleum Producers, Cenovus and Syncrude (two huge oil-sands producers) and Alberta’s environment minister, along with a tour of a reclaimed Syncrude mine site. Cameron came away telling the petro companies “you have a good story to tell,” and displaying an interest in the complexities of mining and environmental management that suggested he took the industry and its efforts seriously—and wasn’t just there to, ahem, tar and feather Big Oil. Tagging along (and tweeting), the National Post’s ever-astute Kevin Libin noted that the director spent a lot of time talking about “the best ways to make the oil sands more palatable to the public, something he seemed keen to do.” Cameron, of course, still voiced concerns about the industry and its environmental impact. But for the oilsands even that measured response is a clear win. By opening up their operations—carefully, of course—the industry managed to defuse a potentially explosive situation rather than escalate it. And in the end, Cameron’s visit made the oilsands’ environmental record seem more a subject for grown-up debate and techno wonks than for moral condemnation. The lesson here: Even if you’re facing your toughest critics, when you really believe you have nothing to hide—don’t hide it.

FUMBLE – PAT BURNS IS NOT DEAD YET

noreply@blogger.com (Veritas Canada) — Fri, 24 Sep 2010 13:38:00 +0000

This week's perspective from Joe Chidley:

In a recent Globe and Mail column, Bruce Dowbiggin provided a good analysis an obit story gone very wrong. Former NHL coach Pat Burns has been battling cancer for a while now, and in mid-September a wire service ran a story saying his condition had worsened severely. Then Cliff Fletcher, an exec with the Maple Leafs, told some reporters that he had heard Burns passed away. The Toronto Star’s Damien Cox then tweets the “news” on his Twitter account. And then the story goes viral. Some, not all, radio and wires services run with it. But as Dowbiggin tells it, a couple hours later “Burns himself phoned TSN’s Bob McKenzie … to say he was out shopping, not checking out.” Whoops. In cases like this—whether you’ve fouled up in reporting or in talking about your company or in producing a faulty product or whatever—the rule of thumb is to ‘fess up to your mistake, and then communicate clearly what you plan to do to prevent cock-ups in future. Dowbiggin points to the case of Vancouver radio host Ray Ferraro , who admitted he made an embarrassing error and should have checked his sources, and apologized. Done deal—everyone makes mistakes. But the columnist also points to the Star’s Cox, who called the gaffe “an honest mistake” on the part of Fletcher (not himself)—not good enough, to Dowbiggin, who rightly says the real culprit is the immediacy-driven pressure cooker of social media and today’s newsrooms. That reality, of course, just makes checking facts—and being prompt in acknowledging and correcting mistakes—all the more important. So is applying the same rules to yourself as you would to anyone else, hard as that maybe. Otherwise, your credibility—and your organization’s—could well become fodder for tomorrow’s obituary page.

TOUCHDOWN – TEA PARTY MAVEN CANCELS INTERVIEWS

noreply@blogger.com (Veritas Canada) — Fri, 24 Sep 2010 13:35:00 +0000

This week's perspective from Bob Reid:

I haven’t written anything about Christine O’Donnell, the U.S. Senate nominee from Delaware, and I wouldn’t usually advocate the short-notice cancelation of a round of high-profile media interviews, so let’s deal with both, shall we? O’Donnell, a Republican who has become the fledgling Tea Party’s latest dreamboat, has rocketed to media stardom since pulling off an upset win – and for being the focus of a treasure trove of quotes from archival media interviews that even Karl Rove has deemed “a lot of nutty things.” From calling homosexuality “an identity disorder” to denouncing condom use, masturbation and lying even if it would have saved someone from the Holocaust, my personal favourite is from a never-aired (?!) 1999 episode of “Politically Incorrect” in which she confessed to Bill Maher that she had “dabbled in witchcraft … but was careful to stress that she never actually joined a coven. Suddenly, talking about whether you “inhaled” just ain’t edgy anymore. But the play I’m calling a Touchdown is her short-notice decision to cancel a round of major network TV interviews originally scheduled for this weekend. Her camp is claiming conflicts with some must-attend events in her home state, but I don’t think I’m out on a limb by suggesting she took the advice of someone who convinced her that going through with the spots would be a very, very bad idea. The Sunday morning shows are the centre ring of U.S. political debate. She would be grilled hard for a long list of comments and other questions about use of campaign funds and a variety of other stuff – and by all indications, she wouldn’t be able to hack it. Taking some time out of the limelight and going through intensive media coaching would be a very wise course of action, one which I suspect she is following. Sure, O”Donnell is taking flack for the cancelations, but I think that’s short term pain for … well, we’ll see how she does when she finally does make the rounds. But right now, it’s the right call.

FUMBLE – McGUINTY’S CALL ON CELL PHONES IN THE CLASSROOM

noreply@blogger.com (Veritas Canada) — Fri, 17 Sep 2010 13:26:00 +0000

This week's perspective from Bob Reid:

I actually feel sympathy for Premier Dalton McGuinty on the whole cell-phones-in-the classroom controversy he found himself in the midst of this week. He was asked about the issue by reporters, after the Toronto District School Board indicated it might re-think its outright ban on the use of mobile phones by kids in class. To his credit, McGuinty didn’t take a position on it one way or the other, saying instead that it might be something worth considering if they can be a useful educational tool and not a distraction. However, the Premier should have known better. Even musing about a controversial issue can land you right smack in the middle of it, and that’s exactly what happened – with the shorthand fast becoming that McGuinty was in favour of ending the ban. Sometimes musing about possibilities can be a useful way for politicians to start a debate or to trial-balloon an idea; but this was just an avoidable mis-step.

TOUCHDOWN – TENEYCKE TAKES ONE FOR THE TEAM

noreply@blogger.com (Veritas Canada) — Fri, 17 Sep 2010 13:20:00 +0000

This week's perspective from Bob Reid:

Ever since it was announced that Quebecor Media Inc. wanted to launch a new national news & current affairs channel, it has been a flashpoint issue for some on the left. They immediately labeled SUN TV “Fox News North,” and have used every opportunity to denounce the notion of another source of opinion on Canadian television. So it really wasn’t surprising that Kory Teneycke, who took on the job of building, staffing and launching the new channel, became such a lightning rod for said critics’ ire. Teneycke became a well-known right of centre political voice during his tenure as Prime Minister Stephen Harper ’s director of communications, and the attacks against him and SUN TV became progressively more visceral as time went by. So it was not very surprising yet really very commendable that Tenycke would step down this week, saying that his continued involvement in the project would only "further inflame" the controversy. He’s right. And he did the right thing. We’ve noted before that if your tactics become the story, then you’ve lost your ability to tell the story you want to get out there. Ditto if, as in this case, the messenger overwhelms the message. It remains to be seen whether, by taking himself out of the equation, Teneycke will be giving SUN TV a less rocky ride. But what is for sure is the fact that he really had little choice but to try.

FUMBLE – WILL THEY BUILD IT? WILL THEY COME?

noreply@blogger.com (Veritas Canada) — Fri, 10 Sep 2010 20:11:00 +0000

One of the fundamentals we cover in our Veritas Media Coaching sessions is the importance of consistency of message among an organization’s spokespeople. So it was more than a bit odd to see a photo of several Quebec Conservative MPs mugging for the cameras sporting old Quebec Nordiques NHL sweaters, juxtaposed against their boss, Prime Minister Stephen Harper, saying that his government does not and will not fund NHL franchises. Talk about a mixed message. At issue is the potential for federal funding for a new, NHL-calibre arena in Quebec City, the former home of the Nordiques and crucial ground for the Conservatives in the pending federal election. The city and province have announced financial support for the new venue, and there is pressure on the feds to follow suit as an infrastructure project – something the Harper government has done on countless occasions. So why the massive disconnect between the very clear signal that the MPs sent with their photo-op and the back-stopping which followed from the PM and his officials? Especially when numerous other cities have unsuccessfully sought federal bucks for their own sports palace plans? Fumble

VERITAS: TOUCHDOWN - ELIN SPEAKS

noreply@blogger.com (Veritas Canada) — Fri, 27 Aug 2010 22:01:00 +0000

This week's perspective from Orli Namian:
With the ink barely dry on an estimated $100 million divorce settlement, Elin Nordegren, the former Mrs. Tiger Woods, has given an exclusive interview to People Magazine, speaking publicly for the first time since the tawdry details of her husband’s double life were exposed last November. So, just how should a publicly humiliated wife and mother react to her husband’s multiple transgressions being dragged out in detail in the press? Over the years, we have witnessed all sorts of reactions, from “stand by your man” all the way to the vengeful Bobbit chop. In this instance, from a pure communications perspective, Elin Nordegren handled her outing brilliantly. The timing of the interview was impeccable, with People announcing the exclusive in the same week the divorce was finalized, making available only the angelic fresh-faced cover shot and key excerpts prior to the issue hitting the stands this morning. Nordegren’s tone is the real achievement here. She sets the record straight, tells her side of the story and comes off as the woman who erroneously thought she had a great marriage going. Her statements are made in a simple, heartfelt manner: “I never suspected,” she told People,“I felt stupid as more things were revealed – how could I not have known anything?” There is no spite or vengefulness in the interview. By remaining dignified in her statements, she has drawn sympathy, rather than pity, from millions around the globe. Nordegren insists the People interview will be the last of its kind. In sharp contrast to her ex-husband’s public outings since the scandal broke, Elin Nordegren gets a hole in one.

VERITAS: FUMBLE – FORD MISHANDLES BAD NEWS STORY, MAKES IT FAR WORST

noreply@blogger.com (Veritas Canada) — Fri, 27 Aug 2010 19:58:00 +0000

This week's perspective from Bob Reid:
When Toronto mayoral candidate Rob Ford’s phone rang Wednesday afternoon it was Toronto Sun reporter Jonathon Jenkins, asking if he had ever been charged with possession of marijuana. Ford categorically denied any such thing ever happening. Jenkins informed Ford that he had a Florida arrest record to the contrary. Ford said he would have to call the reporter back. At that point, the candidate had a critical choice to make. He chose wrong. Ford did call back, and told Jenkins that he had completely forgotten about an incident in Florida 11 years ago, in which he was in fact charged with pot possession after police found “one joint in (his) back pocket” at a traffic stop. The charge was later dismissed, and Ford said he had given the matter so little thought since that he just plain didn’t recall it – “You probably think I’m BS’ing you, but I’m not. It completely, totally slipped my mind.” Thursday morning, with the Sun story on page one and reverberating around morning drive radio, Ford held a news conference to address the matter – and dropped a bombshell. The pot charge was one of two he received that night, Ford revealed, the second being for failing to provide a breath sample to police who suspected he had been drinking and driving. That charge was plea-bargained out for a fine and community service. When asked how he could possibly have forgotten about the pot charge, Ford said it was because the other, “more serious” one (his words) was “the first thing that pops into my head,” when Jenkins asked his questions. So let’s look at the communications play: by deciding not to reveal the full story to Jenkins at the time the reporter disclosed he had evidence about the pot charge, Ford ensured that what could well have been a one-day story about two long-resolved issues (hey, a number of politicians have admitted pot smoking in their youth or have had alcohol-related driving charges, and their careers have survived) now had legs like Beyonce. Because, predictably, his opponents pounced on the non-disclosure of the full truth at the first opportunity (the Sun interview) as an issue of honesty, integrity and character. Up to this point, one dimension Ford had owned in the campaign was that of being a (sometimes brutally) honest straight shooter. Had he disclosed the full story to Jenkins at the outset, he could have told all other comers that he revealed everything about the Florida incident the moment he was asked about it, and that there are more important issues than mis-steps made on vacation 11 years ago. Instead, the front-runner has handed his challengers a weapon that has the potential to at least partially undermine Ford on the ground he had so solidly held, until now.

VERITAS: TOUCHDOWN – DID FEDERER REALLY MAKE THAT SHOT?

noreply@blogger.com (Veritas Canada) — Fri, 20 Aug 2010 20:01:00 +0000

This week's perspective from Bob Reid:
OK, let’s lighten things up with the wonderful viral video that had everybody talking this week: did tennis great Roger Federer really bulls-eye a tin can off some dude’s head with a pinpoint racket shot and a tennis ball? That’s exactly what he appears to do – twice – in a clip purported to be a behind-the-scenes out-take from a commercial photo shoot for Gillette. The company was besieged with calls, seeking confirmation that there were no camera tricks or special effects used. Wisely, they weren’t talking – but everyone else was, what with the clip clocking well over 2 million views on YouTube. Even Federer himself remains coy, telling the New York Times that “You know how it is with magicians. They don’t tell how their tricks work.” Touchdown.

VERITAS: FUMBLE - ANOTHER PITCH BATTLE

noreply@blogger.com (Veritas Canada) — Fri, 13 Aug 2010 13:07:00 +0000

This week's perspective from Joe Chidley:

What is it with soccer coaches? Just a few weeks after the self-destructive debacle of the French World Cup team—whose terrible on-field performance was surpassed in negativity by the acrimony in the dressing room—the infection of bad management and sloppy communications seems to have crossed the Channel. This week, Fabio Capello, the manager of the English squad, announced that superstar David Beckham , who is perhaps the most recognizable athlete in the world, was at age 35 too old to play on the national team again. Fair enough, I guess. Maybe some people who know football better than I will say that’s the right call. But it’s the way Capello did it that stinks. First, it was in a televised interview aired after a friendly game against Hungary. Second, and worse, that was the first time Beckham heard that his days of competitive play for his country were officially over. Apparently, the team’s GM had informed Beckham of the interview beforehand but told him that Capello would be talking about the need for younger players—not putting a superstar in the remainder bin. Later, Capello did allow that he tried to speak with Beckham before the interview, and that he would like the star to play in the next friendly game at Wembley stadium (once an Achilles tendon injury healed) so he could “say goodbye and thank you very much to the crowd.” Classy? Not so much. Beckham, to his credit, has snubbed Capello’s lame and insulting offer. The damage to the reputation and credibility of England team management is done.

VERITAS: TOUCHDOWN – FLYING THE ANGRY SKIES

noreply@blogger.com (Veritas Canada) — Fri, 13 Aug 2010 13:06:00 +0000

This week's perspective from Joe Chidley:

It was the ultimate Take-this-job-and-you-know-what move, and while there was a degree of God-I-wish-I-could-do-that resonance with people everywhere, I didn’t find anything heroic in JetBlue flight attendant Steven Slater’s on-board meltdown and emergency chute slide into the world’s headlines. But let’s do what we do here at TD&F and look purely at the communications aspects. Slater gets a Touchdown for largely shutting up in the aftermath. He said a few words to a TV reporter who was waiting for him after making bail, and while he didn’t say much, he wisely resisted taking the bait when the reporter asked, “Tell me about rude passengers – talk about that for a minute.” Rather than using the prompt to try and defend his actions and put the blame on misbehaving passengers, Slater simply said “there are a lot of wonderful people out there.” He also said his action seemed to be “resonating” with people, and left it at that. The only other comments from Slater’s camp have been through his lawyer, who said Slater would like his job back and thinks the world of JetBlue. Well played. As for the airline, it also gets a Touchdown. The company kept quiet at first, but recognized that it had to walk the fine line between saying nothing and making any comment that could impact their employee’s right to privacy (at the end of the day, this was a personnel matter) or on the legal investigations that are underway. Solution? JetBlue used its corporate blog, where it often comments on issues at play in the airline travel world. Taking a light approach in keeping with their corporate brand, JetBlue noted that “the entire Internet” had lots to say about what went down, but that the company would simply just like “to recognize our 2,100 fantastic, awesome, and professional in-flight crew members for delivering the JetBlue Experience you've come to expect of us.” Communications kudos to both sides in this wacky slice of life drama.