6 Rules for Managing a Scandal

Welcome back! It's been a whirlwind time at McLoughlin Media as we celebrate our 30th anniversary in April. Laura and I have been traveling from New York (media training); to L.A. (message development); to Montreal (media training); and Toronto (presentation skills). Earlier this week I was in beautiful St. Louis doing a seminar in crisis communications. So life has been busy.

Just yesterday, we completed the term for our course, 'Political Management and the Media' in the Clayton H. Riddell Masters of Political Management program at Carleton University. Once again, a great group of students who represent the political spectrum and who are an inspiration for the future of politics.

On April 7th Laura and I will be attending the Women in Communications and Technology Awards Gala at the Westin Hotel in Ottawa where Laura will be receiving the Communications Excellence Award. Congratulations Laura!

After that, Laura and I are back in L.A. where we are on a panel discussion at the Spring Meeting of the American Bar Association, April 11th, called "Scandal Scarred: Managing Your Clients Through a Political or Government Scandal.  We're looking forward to it.

Which brings me to my topic of this post....

Six Rules for Managing a Scandal
Over the past thirty years, we have consulted on behalf of clients in the political, corporate, government and non-profit sectors. Here are some rules for managing scandals.
1. Make sure your client doesn't become a joke. This week's outrage was that Mayor Ford had to stand up and change two votes - in which he had voted AGAINST Council congratulating Canada's Olympic and Para-Olympian teams, and AGAINST naming a street after Nelson Mandela. Jimmy Kimmell had another field day with that piece of news, and even Bill Clinton weighed in [ironic isn't it?] Interestingly enough, it looks like Rob Ford will probably avoid criminal charges for his actions, but will it save his political future? Right now, it's even odds that he could pull off a victory in October against John Tory and Olivia Chow, as they seem determined not to bring up the Mayor's ahem peccadillos.

Dimitri and Eve

2. Don't bring in people who are 'toxic' to manage other people.
The antics of Conservative MP Eve Adams and her fiancé, Conservative Party Executive Director Dimitri Soudas have tripped up Prime Minister Harper's efforts to shake loose last year's Senate 'Scandal'. Now that Mr. Soudas has been let go, there isn't anyone in his camp willing to defend him.

3. Turn the channel. Mr. Harper's strongest suit as Prime Minister was on show last week as his visit to Ukraine, Germany and the G7 in Brussels showed him to be resolute in his stance for justice and call to action on Putin's take-over of Crimea. However, when he arrived home to the swirling controversy over the Dimitri Soudas-Eve Adams side-show, he must have been furious that he couldn't spend one day basking in the success of his European trip.

Premier Redford Takes Her Leave

4. Style of leadership matters. The resignation of Alberta Premier Alison Redford underscores the importance of leading by listening and motivating - not by command and control. A government requires a team. It is not a one-person power machine. No matter the progress she was making in Alberta's economy and development, her style began to grate - first internally, and then with the public.


5. Understand and respect your own brand. Every successful government understands its brand - that is, it's promise to voters. New Jersey Governor Chris Christie still hasn't recovered the damage to his 'just folks, man of the people' brand as a result of the 'Bridge' scandal. In Canada, for three elections, the Conservative brand was powerfully and persuasively built, but it has eroded badly since the last election - on political reform, the military, veterans and even solid management. The Conservatives have only 18 months to re-discover their brand and get off the defensive.

6. Make sure your message hits the target. The government's 'Canada's Economic Advantage' campaign is long in the tooth and has lost its ability to move the dial. The party's 'He's in way over his head' personal attack ads on Justin Trudeau seem weirdly personal (clips of him removing his shirt) and not serious.  Justin Trudeau's F-bomb at a charity boxing match last week, followed by his cursing on television last night won't cause permanent damage. However, it does play into the counter-narrative that the Conservatives have proven so adept at creating - with former Liberal leaders Stephane Dion and Michael Ignatieff. Will lightning strike three times? Although Mr. Trudeau seems to have a teflon coating, the Conservatives are betting heavily that the attacks will start to stick.

So those are only some of the rules for managing a scandal. But they're a start!

Until next time......welcome to spring!

Check out our latest pocket tips books. 

Is there any chance for Rob Ford?

Welcome back!
Who is the happiest person in Canada right now? Why, that might well be Stephen Harper, who just a week or so ago was mired in the 'Senate scandal' and now sees a media universe dominated with far greater outrage and media fixation....the Rob Ford Follies. Laura and I spent a lot of time in Toronto last week, and the mood is not one of fun and games...it's a profound sadness that has taken hold over the soap opera. It's only as one goes farther afield across Canada and the United States does a certain giddiness take hold...leading to Saturday Night Live, the Daily Show and Letterman's Top Ten. It's not something that Toronto needs - as a city, it needs to be taken seriously. In this post, we will take a look to see if there really is any chance for Rob Ford at this late date?

Coming soon to Sun News Network. I would be amazed if some creative reality TV producers haven't already inquired about the possibility of a series starring the Ford family. Given the international fame already generated by the daily feats of PR blunders by Mayor Rob and Brother Doug, it's entirely likely that they could rival Duck Dynasty or the Kardashians for viewers.
Just when you think there's been nothing new to comment on regarding the Mayor, here comes another outrage to feast upon.
I have been doing my share of media interviews - although not with any sense of glee - but to try to understand how intelligent people can violate every rule of ethical and effective crisis management - let alone common sense. Earlier in my career I had coached the late Doug Ford Sr. when he was a member of the provincial government. I found him to be a common sense, self-made, smart man who could sense political BS from a mile away. Ironically, it was those qualities of his father that made Rob Ford so appealing to the electorate back in 2010 when he ran for Toronto's mayoralty. It's exactly what seems to have left him over the past year or so. I have worked for a number of Mayors who have found themselves in trouble - some through no fault of their own - but the one common denominator that was needed to help them, was their recognition that something profound had to change in their conduct and messages. In Rob Ford's case, his political instincts seem to have left him; his ear for the 'Ford Nation' seems to have turned to tin. All the exposure on CNN's Anderson Cooper and Fox News is not going to help him. And now the only question remaining in his career is...
Is there any chance for Rob Ford?
Well, the odds are against him, but he has a slim chance. 

Many point to the comeback king of crack-smoking mayors, Washington DC's Marion Barry whose FBI sting video of his arrest while caught in mid-puff, earned him a prison sentence. His infamous comment about the woman in the video, "the bitch set me up," put him in a deeper hole of public esteem. Nevertheless, only a few short years later he was re-elected Mayor, and, in fact, still serves on City Council. Now that's not an exact comparison; and Ford has not even been charged - and likely will never be - for his admission. However, Barry didn't lie - and as his supporters endlessly repeated - "he did his time". Mayor Ford chose not to tell the truth nor did he serve any penalty. However, Ford Nation is deeply loyal and, so far, have proven (amazingly so) to the Mayor. That support can dissipate and fracture. Ultimately, when people get tired of a circus, they don't want to go back. That is the ultimate danger to Rob Ford's future - that people just get tired of it. He needs to change the channel, but he appears to be in a deep rut, and doesn't want to get out of it.
Everybody loves a redemption story, but there's been no redemption here.
His refusal to take a medical leave of absence and clean up his act has been one of the greatest failures of judgment in the entire sad spectacle. What he has failed to understand is that the public is enormously forgiving (Bill Clinton, Marion Barry, Gov. Mark Sanford etc. etc.) so long as you eat humble pie and take your punishment. If he had taken a leave for treatment last May or June when the story of the crack video first surfaced, he had a window of opportunity to get cleaned up. However, as the Toronto police surveillance tapes have shown, he seemed to spend an inordinate amount of time this summer engaged in suspicious activity with at least one known criminal (even though he seemed to know he was being followed by the cops). That is a complete failure of common sense, no matter how the die-hard Ford Nation tries to paint it. 
Stop blaming the media for his troubles.
Sure, the Toronto Star has been a thorn in his side. But they turned out to be right about the crack video (the existence of which the Mayor had long denied - until confirmed by Chief Blair). The Mayor treats most of the media as the enemy - which appeals to his base - but is not going to help him in any possible recovery scenario. 
Tell the truth first - not eventually. The Mayor doesn't seem to understand that people will forgive everything except lies. So tell the truth immediately - not when all other options have been exhausted.
What is one thing he could do - even now - to give him a chance for re-election? 
Make a dignified statement admitting fully his mistakes, apologize to the Toronto Chief of Police, Bill Blair (for the demand that he resign), apologize to his Executive Committee whom he has alienated, apologize to the people of Toronto for putting them through this spectacle, and then take whatever time it takes - one to two months at the least - to get treatment. Come back sober, fresh, determined and genuinely focused on the taxpayer. And....he would have a chance (a slim one, but a chance, nonetheless). Without it, the circus will continue, and long before election day next October, the Ford Nation will have fractured, and, it will be an ignominious defeat worthy of Anthony Weiner.
Sad, sorry, and ....it didn't have to be.

Until next time.......

The Power of Perception

Welcome back!
Here we are right in the middle of those 'lazy hazy crazy days of summer'. Laura and I have been busy with trips to New York, Cape Breton and St. John's, Newfoundland - mixing seminars with a few days off in each wonderful location as we go.
And what a summer it has been! The heat and humidity have featured prominently so far. I, for one, will not complain - as I only have to think of January in Ottawa to remember what cold is like. I have even managed to squeeze in a few rounds of golf and am somewhat surprised that my game is not as bad as I had feared. Although Phil Mickelson has no worries there [his win at The Open was a must-see in our household.]
In this posting I want to examine the perceptions as we look at recent events - the Lac Megantic train derailment; the Royal birth and the new revelations about New York Mayoralty candidate Anthony Weiner.
Managing Perceptions
The Oxford Dictionary defines perception as: "the ability to see, hear, or become aware of something through the senses". It's not necessarily logical, but 'perception is reality' has a powerful impact in the public sphere.
After the nightmare of the Lac Mégantic train derailment and the angry aftermath of the George Zimmerman trial, the birth of Will and Kate's new son, certainly lifts the mood and gives everyone a much-needed happy distraction to all that bad news.
And, on top of that, it's another Brit who has come to the rescue as Paul McCartney offers up to 1000 tickets to the people of Lac Megantic for his Quebec City concert on the Plains of Abraham tonight [ironically the site of the British victory over French forces in 1759.] The first time Macca played there in 2008, a straggling group of protesters tried to make an issue out of it. For tonight's concert, there is not only no sign of protest, but the people of Quebec have clearly taken to McCartney as never before. Could it be partially due to a magnanimous offer from Sir Paul? It's an excellent example of managing perceptions- whether intended or not.
How Will and Kate Managed Perceptions 
You've got to hand it to Prince William and the Duchess of Cambridge who have their own style and sense of what is appropriate. It was on full display today as they managed the media and public fascination with the birth of their first born. In the future King's debut on the front steps of St. Mary's Hospital, they were able to communicate some key messages in their photo-op.


1. Their style is so informal and down-to-earth. From their casual (blue) clothes and easy-going manner (under a firestorm of flash cameras and shouted questions) to the Prince strapping in his son into the car and then getting behind the wheel himself and driving off, they did it all so effortlessly and without affectation.

So thanks to the Brits for giving us ...The Open...Paul McCartney and the Royal birth - a respite from the bad news, disasters and problems surrounding us.

2. Their handling of the media scrum was low-key, upbeat and genuine in tone and message. Politicians could learn a few lessons from that alone.
3. Although we are all aware that there are Royal handlers lurking behind the scenes, the Royal couple give the impression that they are the ones deciding what they want to do and how they want to do it.
4. They appreciated what the entire matter meant to the people and they delivered it effortlessly. Diana's ring was notable on Kate's finger as she proudly held her new son. A 'tear-in-the-eye' moment that was telling but not over-played. Just the perfect touch from a young couple who seem to get what it's all about.
Although it would have been historic if a daughter had been born (thus becoming the first female to benefit from the new Laws of Succession to the throne) nevertheless a healthy child is always a cause for joy - Royals or not. We can only wish him a long, healthy and happy life.
The Lac Megantic Train - and Perception- Disaster

The Lac Megantic Quebec explosion -which killed fifty people in a horrific disaster - was also a classic perception disaster. After four days, the Chair of the MM&A Railway company - Edward Burkhardt showed up and proceeded to ad lib (in English) his way into hot water (first blaming the volunteer firemen and then hanging his engineer out to dry) and breeding even more resentment as he (unintentionally) smiled his way through a nightmare media encounter . Although the video of him laughing while talking to someone when he thought he was off-camera was also damaging to the perception of caring.
I admire him, at least, for having the guts - and yes, the temerity - to show up without handlers and public relations advisers to face the media and the angry residents. He was completely ill-advised in the way he went about it, however, and it has real consequences for the company down the road.
For all CEOs out there who may find themselves in a similar nightmare...please don't manage your communications this way. There are professionals - not intended as a commercial - who can help you do it right. You have to manage both the facts and the perception of you and your company's values. The atmosphere will be angry, noisy, accusatory and hostile, so you need to know your messages, deliver them convincingly, manage the media relations and the community relations. It's not a job for one man with little experience at communicating in such a nightmare.
My comments on that - and other communications issues - here on CFRA's Madeley in the Morning with  guest host Mark Sutcliffe.
Just when you thought it was safe to run for Mayor...along comes 'Carlos Danger'

Former Rep. Anthony Weiner, after humiliating himself and his wife, Huma Abedin, by tweeting photos of his private parts (and lying about it) has now been revealed to have continued to engage in lewd online 'chats' even after his resignation from Congress in 2011. Will this mean the end of his New York Mayoralty bid? Possibly. His decision to hold a joint news conference with his wife was the right one - in that he hoped to change public perception. He also realized that it was essential for the public to hear directly from Huma and not just to watch their standing awkwardly beside him. His public apology was vague in terms of the timeline involved in his indiscretions but did admit that they continued after his humiliating resignation from Congress.
That is very significant in terms of assessing his judgment and character. What kind of judgment does it imply that he continued to do these damaging and destructive things after his resignation? The public will forgive you once, but if it's true that he kept this sick uh...hobby...going after his resignation, then it's hard to see them giving him another pass on this. However, stranger things have happened - witness the recent election of disgraced former South Carolina Governor Mark Sanford.
Huma to the Rescue
However, this key line from Huma Abedin's statement was critical to his survival chances: "We discussed all of this before Anthony decided to run for mayor, so really what I want to say is I love him, I have forgiven him, I believe in him, and as we have said from the beginning, we are moving forward." She learned well from her former boss, Bill Clinton - positioning it as an issue just between them. It's a slim chance, but it could be enough to hang on. The reality is that he has seven weeks left in the primary race to put distance to this, so it ain't over yet.
Which leaves us with the other formerly disgraced New York politico...Elliott Spitzer
Even New Yorkers who are otherwise very forgiving will have trouble with this. Former Gov. Elliott Spitzer - whose run for City Comptroller is looking very good - seems to understand that the bargain for forgiveness is no repetition - something that Bill Clinton had to learn the hard way. Noticeably absent from the public eye is Hilda Wall Spitzer, his long-suffering wife, while Huma has been active -recently raising $150,000 from friends of Hilary and campaigning alongside him. She will have to continue that, or it will be a sign that she hasn't really forgiven him. 
Perception is powerful in politics, in royalty, in entertainment and, yes, in responding to disasters.


Until next time....

Follow us on our new McLoughlin Media Twitter account. http://www.twitter.com/McLoughlinMedia
And also friend us on our company's new Facebook page: http://www.facebook.com/McLoughlinMedia 

Eight tips for every politician

Welcome back!
Well politics is in the air almost everywhere. Whether voting for mayor, city councillor, Congressman, Senator, Governor or Premier, there are some key communications concepts that every politician asking for your vote should keep firmly in mind.

Eight Tips that Every Politician Should Keep in Mind
1. Know what your message is. People have 'been there and done that' with blather. In one sentence, where do you stand on each of your key issues?
2. What do you stand for? In other words what is your positioning on the political landscape? For example, do you represent 'change vs. more of the same?' This should be wrapped into your 'doorstep pitch' or your positioning statement. If you can't say it in 30 seconds then you can't grab and hold the attention of the voter.
3. Always ask for their vote. Don't assume anything. Whether door-knocking, tweeting, at an all-candidates debate or at a speech, ask for their support, help, funds and VOTE.
4. Politics is about people. So don't hide behind technology. Get out and meet people. Be visible - even if you can't be there, make sure your surrogates are. I was in Palo Alto a few weeks ago, and Jerry Brown's team had a table at a street fair - signing up voters, selling campaign paraphernalia. Jerry wasn't around but that was okay. Meg Whitman didn't have a table there. Why not?
5. Make all your enemies deliberate. The above named Jerry Brown put his foot in it the other day - accusing Meg Whitman supporter Bill Clinton of lying about his record of cutting taxes. [Accusing Clinton of lying not only alienates Clinton supporters needlessly, but it's redundant!] Take a look at the video and read the critique by Time Magazine's blogger below it:  Jerry Brown's gaffe
6. Everything you say and do will be captured and multiplied in the media. Just ask Ottawa's Mayor Larry O'Brien who right in the middle of his election campaign had to deal with this story: Mayor O'Brien caught on cellphone while driving
7. It isn't about you: it's about the voter. Speak from the voters' perspective - not your own. It's a lot better to find out where your voters are going, and jump out in front of the line than trying to create your own line. [Just ask former B.C. Premier Bill Vander Zalm who has re-emerged from oblivion to lead the anti-HST tax campaign in British Columbia]
8. Try not to come across as a pure partisan. Most people don't wrap themselves tightly in a party banner. They get that you may represent a political party, but in the end you have to resonate with them.

So watch carefully to see if the politicians asking for your vote are paying attention to any of the above. And remember, ask them questions, demand answers and get out to vote. It's a privilege that we should all hold dear.
Until next time!