It seems as PIO’s that we are beginning to look at the dawning of an era where one persons negative observation of our departments can be magnified a thousand fold through the use of social media. The power of the pen has become the power of the keyboard and we have to be prepared.
Archives for opinion
Even after the masses spoke out against Washington’s way of doing business during the last election, politicians and their minions continue to try to spin their talking points to the American people like we just fell off the turnip truck.
It doesn’t make a difference whether it is a democrats or republican, these empty suits continue to use the same old political talking points they used before the election and expect us to fall in line like sheep.
Last night I crossed the Thin Blue Line by speaking before 150 police officers at a meeting of The New York State Shields. What fascinated me about the evening were the stories behind a number of Hero Awards that were presented and how the fire service achieved a mention in each of them. Not necessarily a thank you, but at least a mention.
Its strange how there always seems to be this underlying rivalry and sometimes downright hostility when PD and FD are on site at the same scene. Yet by listening to these stories it becomes quickly apparent that during our worst times of crisis as well as theirs one cannot succeed without the other.
Over the holiday weekend I have had the opportunity to do some reading and investigation to attempt to put together the facts from a PR perspective of how things could go so terribly wrong in terms of the “they against us” attitude most folks now have towards the TSA. A number of PR gaffs has lead to this perception.
First off the lame TSA Administrator John Pistole used a worn out administration card saying the TSA knows what right for our citizens but unfortunately they haven’t done a good enough job educating people. Again, we’re so stupid that the wonderful changes they put in place and the stellar way in which they presented it to the public is above our scope of appreciation.
Today I look at the power of viral video and how it can make a big problem into a humungous problem.
We are certainly all aware of the new TSA mandates regarding personal search in airports if you wave off the new full body scanning machines. I find this to be intrusive and in many instances counterproductive. Since every recent terrorist criminal has gotten through screening before attempting to do damage, the current screening hardware is always one generation older then the minds of the Islamic terrorist. They operate by seeking out ways to bypass current means of screening. That is why we never see any of these losers caught at a security checkpoint. The Israeli system of psychological questioning and profiling has been pretty much full proof and should teach us a lesson into the direction we should take in the future.
Although I am conservative in thought, I remain neutral when it comes to looking at the public relations and marketing aura’s set off by politicians. I paid close attention to the recently completed midterm elections and see a direct correlation in the way politicians behave, the cardinal rules they must obey and that of the image of the Chiefs and officers in our own fire departments.
I now offer some advice to those elected officials, and our own department leaders, who may need, depending on your perspective, a tweaking of their image or a complete makeover.
As a PR and marketing guy I have over the year been confronted, when a consumer or customer thinks that an injustice has been done to them, spew the old line “I’m going to the papers with this.”
I used to love to hear this sentence spoken when I knew someone with no case, truth or validation to their complaint assumed the “papers” would hold the presses so the masses could hear that we were out of blue logo tees or a donation receipt was not mailed to a donor within moments of the envelope being opened. The chance a journalist or reporter had in receiving a Pulitzer Prize for the irate information usually tended to have them pass on the story.
Over the last year or so I have been closely watching how various corporations, emergency service arms and organizations utilize social media to report on a serious incident or crisis. I am not totally convienced that reporting details rapidly on Twitter or Facebook is the most advantageous way to let the public know about an emergency. With things moving so quickly and so much at stake in giving details, social media can trap you into churning out information before we can actually put the unfolding events into perspective. A case in point took place in Singapore last week.
The Backstep Firefighter made a post yesterday titled PR DILEMA:BUFFALO. The post, with video, is about a house fire in Buffalo, the department’s perception of how it was fighting the fire and a neighbor’s perception of lack of effort to get water on the job.
Backstep Firefighter concluded the post with these questions -
Do our public relations go far enough in explaining what we do?
Are our usual messages too technical?
When we sit down as PIO’s to write at work we are confronted by a million distractions. Cell phones ringing and sending out a variety of tones to indicate emails, text messages etc., computers whistling out their own tones when Twitter posts are received, someone is IMing us or email has arrived. A lot to absorb simultaneously. No wonder many old starchy grammar police types bemoan the disappearance of sound standard writing styles and a good grasp of the gramatic. With all these distractions we can no longer pay as close attention to the importance of the standard rules of English and writing. Or should we throw away style books and concentrate on the present? With all the complaints that no one can “write” anymore, we might actually be living in an age of need for the greatest writing skills of all time.
My long road trip continues. While waiting for a flight in Baltimore I did a little business people watching and made an observation about something that has gradually transpired over the last year or so.
Airport seating areas used to be filled with business types fighting for the nearest electric outlet to plug in their laptops and do a little work while waiting for a flight. In a crowded waiting area where I would have a while back seen a sea of laptops, I only observed two. The vast majority were thumbing around on their smartphones.
I am currently on the road trip from hell. Close to two weeks being away from home and my safe haven the firehouse. I’m attending to some business currently in Las Vegas and had the opportunity to have dinner with a well know Texas business analyst who is often quoted in the papers and appears occasionally on TV. He asked me as a PR person and fire blogger my take on the difference between a reporter and a blogger. While he is always ready to speak to traditional media to get his expertise on a business issue, financial bloggers worry him because their perceived bias could misinterpret what he is saying.
I want to thank Barry Nuss who is the Fire Marshal and Public Information Officer for the Lincoln County Fire Protection District 1 in Troy, Missouri, for requesting I reach out to fellow PIO’s and PAO’s to find out what they carry in their “go bags” for large scale incidents.
I’m interested to see what you guys travel to incidents with. I am in the position of being both a PIO and Class A firefighter. I have to be prepared on numerous fronts to have “go to” equipment in a number of places.
As of this writing the 14th miner has been rescued from the Copiapo, Chile cooper and gold mine. I like many, especially those of us in the emergency services, were up all night watching the human drama that was unfolding before our eyes. I was riveted to the raw internet feed from CNN. To this point it has been a flawless rescue effort.
I am duly impressed by the skill and professionalism of the entire rescue team. From those at the mine shaft opening to the rescue workers who went down to supervise the efforts in the mine to the EMT’s and medical staff and mine and government administrators, everything has been done in an organized and flawless manner.
At one time they were called town criers. When I was a kid there was always someone in the neighborhood who took the lead on posting flyers at the library on various events or spreading news by word of mouth. You always went to people like this if you wanted to spread the word “virally,” before that phrase was actually coined. Today obviously “virally” relates to having information spread across the web. Today the phrase for the old town crier is a “social informant.”
Isn’t it strange that if you are late paying your electric, gas, oil or phone bill you will usually receive a grace period due to the potential problems the lack of service might present. Obviously one can freeze to death and the amount of money owed would never compensate for that death. Local government and the utility provider would look pretty foolish if a citizen couldn’t afford to pay a bill and suffered the ultimate price.
So to put things in perspective, if you owe say $500 on an outstanding electric bill but you didn’t pay $75 to protect your house from burning down, the lights can stay on while the home burns to the ground.
In one of the more bizarre recent occurrences surrounding the amazing story of the 33 trapped Chilean miners it seems that need to express themselves clearly is towards the top of the agenda. It appears that PR types are yelling instructions down the shaft telling these guys the appropriate way to speak to the media upon rescue. If there ever was a way for the miners to get good nights sleep it would come as the result of some media consultant telling them what to say upon seeing the sunlight for the first time in months. Enough for anyone to go into a catatonic state!
Nothing beats coming into work and immediately hearing “I just read the paper, it looks like you guys are in trouble again.” When I inquired into who and what was in trouble I was told that a story was in Newsday, our Long Island newspaper about the latest loser who riffled through fire department funds, betraying both his fellow brothers and sisters and the public at large.
The problem with the in your face guy who confronted me with the story before I set a foot in the door, is that he assumes all firefighters are the same and all departments are created equal. It didn’t matter to him that the ex firefighter and department in question are about 40 miles from here. For whatever reason, ours is a trade that suffers from collective guilt.
I spent part of the weekend in Orchard, Texas, cowboy country if there ever was. I went to see a few yearling bucking bulls I own buck. A few will be ready to compete in futurities this spring.
I always enjoy going to Texas, not only for a sport I love, but to meet “cowboy” folks from across the country who are involved in the sport.
Orchard, Texas can be considered “fly over” country by many elitists who think of those who sweat and toil as backward or not sophisticated. But I’ll match up any of these people against those who have no great moral fiber or don’t know what it means to get dirt under your fingers or to get knocked down, dust yourself off, shake off the pain and continue to hold your head up high.
I remember that last year I received an email from a mother in the community asking if the fire department could help her third grade daughter finish an essay she was writing about fire hydrants. I emailed back to have her daughter call me with her questions. A nervous third grader did indeed call, asked her questions, and ultimately awarded the department with a hand written thank you note on lined paper, stickers and all.
Yesterday evening we trekked out to the Suffolk County Fire Academy for a drill. The “Tower” is a facsimile of a commercial office building. I always liked this drill since in my town we have very few commercial buildings and this is our one opportunity each year to hone our skills and learn new techniques in attacking a fire in this type of structure.
Normally, as PIO, I am tasked with taking pictures and video of the drill to post online and use for internal purposes. It has been a few years since I have had the chance to do an actual hands on evolution of the Tower.
We were a little short handed on the line officer end when we left the firehouse with an Engine and Ladder. I jumped into the officer’s seat on Engine 3 to head out to the Academy.
Last month I was at a conference in Washington for an organization whose board I Chair. I was asked to give a brief presentation. I spoke, it was well received, but when I sat down the person sitting next to me whispered, “Nice job, you must have been under the gun though, you didn’t do a PowerPoint.” This got me to thinking.
Each Sunday morning at the firehouse we hold probationary training school. Due to the nature of the material we cover the advent of PowerPoint has been a boon. We can lecture, show the numerous acronyms we use in the fire service relevant to the lecture in written form on the screen and play video and still shots. All of this helps enhance our training methods. But in my overall estimation, the vast majority of times we all have to sit through tedious PowerPoint presentations can be avoided by not showing them at all.
A new form of reporting local news is taking root across America. It’s called hyperlocal and is much more nimble and reactive then traditional community news sources.
Next month I am inviting the editors of Smithtown Patch to the firehouse for a media open house. I hold these events several times a year in which I invite one media outlet at a time to come and tour our department and get to know a little better about who we are and how we serve the community. This is the first time I am inviting what at this point can be called a non traditional or newly emerging form of media.
I was outraged that 9/11 turned into a three ring circus of media, yes media flamed protests. A day that will never be made into a National Holiday, least the significance be diminished by future generations, who will take it as a shopping day orgy with no understanding of its implication, was tainted by a media that puts every rumor, innuendo and kook generated story on the same plain.
One strange phenomenon in public relations where even the most ethical and transparent practitioner is caught fudging the truth on occasion come when it’s time to give a crowd or attendance count. For some reason, when it comes to estimating the size of the crowd, at say our annual fire prevention days, we tend to become world renowned optimists.
