Handling PR disasters and issues

Hello everyone

I thought it would be interesting for my third blog post to detail some challenges and disasters I have seen unfold before me at my PR internship. Perhaps this will be an entertaining read for you, and you might like to share a comment or two about your own experiences.

In PR, there are many possible issues, and potential crises that can arise in a workplace. We have learnt, through our university education, that there are specific step-by-step processes are put in place to prevent the disaster from happening in the first place, to manage it has it happens, and to cope with the effects afterwards.

I've found sometimes the structured protocols of issues management fly out the window when a challenge is happening, and happening fast.

I have also discussed how they were handled, or how they could have been prevented:

Last minute cancellations to an event
While it is extremely inconsiderate to change ones RSVP a couple of hours before an important event, it does happen. The effect of last minute cancellations can spell disaster, especially if the event relies on as many numbers as possible.
Unfortunately a situation like this did happen at my work placement within hours of an event commencing. While it did not affect the day, it did leave the organiser/host stressed and anxious. I feel like this could have been avoided.
Here are some ideas which may have prevented this from happening, or at least from having a negative impact on the day.

• On the original invite, specify a certain amount of "notice" required, or a deadline, to change ones RSVP; allowing PR officers to make changes and adaptions if need be. Of course, there are special circumstances that cannot be avoided and this must be considered. 
• Have some sort of forum, where staff can keep track of attendees, and regularly update the information about the upcoming event to ensure people remain interested and do not forget about it. One way this can be done is through Facebook events. 
• Contact guests to monitor their RSVP, without being intrusive. Sometimes, for example, venues call their reservation guests to ensure they are still attending their reservation, as well as to give them a gentle reminder in case they forgot. Perhaps one phone call or email a week before the event to all guests would be sufficient, especially if invites were sent out long before that. Most guests would appreciate the courtesy call. It is important to make sure all guest details are accurate!
• Do not panic if there ARE last minute cancellations on the day! The remaining guests will notice if the host is panicking or nervous, and this will affect the vibe of the event. 
• Contact the venue if numbers drastically change. The worst look is when an event venue has allocated too many tables or too much space for a smaller number of people. Venues will often be preparing for the event all day and will be able to adapt to changes in numbers. 

A very important media release leak 
My workplace was planning to release an announcement in regards to an upcoming event, which was leaked by a mysterious person in the department. The PR staff only found out when they received an unexpected media enquiry. Safe to say, the office was tense the next day.

In this sort of situation, it is absolutely crucial for all members of staff are completely aware of the protocols of releasing information, especially press releases, to the media. In many organisations, there is a dedicated officer who releases all statements to the media. While this system has always been in place, the person who leaked the document did not know about these protocols.

In hindsight, I would have:

• Had a meeting with the PR department and refresh on the protocols of training and ensure everyone is on the same page.
• Request feedback on the protocols and judge whether they need amending. It is important for all staff members to be involved.
• Send an email across the whole organisation regarding the media communication protocols, to ensure it is understood across all divisions.
• ensure the person who incorrectly released the statement to the media is well informed of what the protocols are for the future.

Its important to quickly deal with the issue if its too late for prevention. Unfortunately, staff had to respond to the media enquiries earlier than anticipated. Good communication is absolutely essential in this situation. Staff had to be sure to communicate the exact facts of the release and make sure the media knew all the correct details, rather than basing their stories on the draft which was accidentally released.

Here is a question! Have you witnessed or experienced a PR issue or disaster at your internship, and if so, how was it dealt with?

I look forward to a comment or two!

Til next time,

Greta Jasiak (17059387)