So You’re Sean Spicer …

It’s easy to lampoon Sean Spicer, Donald Trump’s press secretary. He does it himself every day.

But what would you do?

Your boss tells you that you need to go out and spank the media, be tough like he is, and tell them that the crowd at your inauguration was the biggest ever. Period. It’s your first day on the job. It’s a job you really like and want to keep. So you give the president your advice, that saying this about the crowd will make all of you look foolish. The president asks you “Whose side are you on?” If you won’t go out there and straighten the press out he’ll find someone who will. Trump’s decision is made, and you have your marching orders.

So what do you do? Easy to say, those of us who don’t have such cool apex-predator jobs, that we’d resign rather than say something we know is not true. But would we? Would you? You make your case, you lose, the boss tells you what to do. He’s the boss.

What about something not so black and white. The message to be delivered today as the House tinkers with the Trumpcare bill is that, by removing the requirements in Obamacare that 10 essential benefits be covered, consumers will have more choice and their coverage will cost less. The essential benefits are things like prenatal care, mental health and substance abuse care, therapy and devices to help recovery after injuries or for chronic conditions, prescription drug coverage and six more. An older man, say, could chose a plan that doesn’t cover prenatal care. Sounds good, right?

But by letting people pick and choose, costs will go up for the people who do need things like prenatal care. And, if the costs get too high and a mother doesn’t get prenatal care, guess who pays for the ensuing problems her child has once born? Everybody pays, especially when care is sought through emergency rooms by people who can’t afford the coverage after it’s been cherry-picked.

So, what you’re telling people — that choice is good for everybody — simply isn’t true. At least that’s a reasonable argument. But your job is not to present both sides of a case. It’s to support the case you’re advocating for. If you’re selling soda-pop, it’s not your job to point out that a 12-ounce can of soda has 10 teaspoons of sugar in it. But it’s probably also not your job to say that soda-pop is healthy.

Spicer today eagerly and strongly asserted that doing away with the requirement that health plans cover these 10 essential services is better for health-care consumers. If you were told to say that, what would you do?

My easy answer #2 is that I wouldn’t work for someone in the first place who has shown his entire career that he sides with the rich and doesn’t give a damn about the little guy, whom he has consistently stiffed. I wouldn’t work for someone in the first place whose values are based on selfishness — I’ve got mine and you’re on your own to get yours, even when mine is crowding out yours.

But Spicer wanted this job. He’s not just some guy who came out of Trump University with a bubble-gum-card diploma. He has a master’s degree in national security and strategic studies from the Naval War College. He’s worked in communication for Congress and for the Republican Party. He’s not a rube or a dupe. I don’t think.

So … the president tells you to go out and say, for example, that Paul Manafort played “a limited role for a very limited time” in the Trump campaign. That’s nonsense, of course, for a man who was campaign chairman.

What do you do? Chime in here, let us know your thoughts.

— Bruce Benidt

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Hillary’s Perfect “How Not To” Crisis Case Study

“Tell it all, tell it early, tell it yourself.” These are Lanny Davis’s guidelines for crisis communications.

Hillary Clinton has violated all of them. And that’s why the email albatross is still screeching around her neck, making the majority of Americans feel she’s not truthful. Clinton’s email mess and her increasing obfuscation and dodging is the quintessential example of a crisis so poorly handled that it is never allowed to die. She shot herself in the left foot by setting up a private email system, and she continues to shoot off toe after toe on her own right foot with increasingly obtuse loads of bullshit which are crippling her campaign and destroying her credibility.crisis-tales-9781451679298_hr

Lanny Davis helped Bill Clinton through Monica and impeachment, is a partner in a crisis communications firm, and has written a pretty darn good book about handling crises, Crisis Tales. Hillary has been acting for months not only as if she’s never met Davis, but as if she’s never heard the most basic advice a junior account executive in PR would give someone in a crisis — “get the thing over with, get everything out, deal with it and don’t let it drag on.”

Another crisis comm bromide: It you’re explaining, you’re losing. Clinton is still explaining, to Fox News, to the associations of Black and Hispanic Journalists, to anybody who can still stand to listen. Which is almost nobody.

And the final rule in handling crises — have somebody with a finely tuned bullshit detector on your team who will speak truth to power. Somebody needed to sit Clinton down and tell her last week — “No, Hillary, FBI director Comey did NOT say your FBI testimony was consistent with all your public statements. No, Hillary, you did NOT short-circuit your answer with Chris Wallace on Fox, you were NOT talking past each other. What you are saying, Hillary, is NOT TRUE. And people will know it, and they’ll recognize that you’re still spinning and dodging and dancing and they’ll rightly conclude you’re not trustworthy.” Tough stuff to say, but that’s what a smart person needs around her, someone who will tell her the truth. Has anyone? Does she not listen?

As hundreds of observers have said, this whole mess could have been dealt with honestly and openly when the email issue first surfaced and it would have caused much less harm than this dragged-out water torture has.

But what should Hillary do now? I watched Joe Scarborough struggle with this on Morning Joe today, trying to role play what Hillary might say now. It’s not easy. Scarborough stumbled through some straight talk and some obfuscation, went too far, said too much, and ended up promising a Clinton term would be the most ethical in history.

If I were advising Clinton, I’d have her say something like this: “I haven’t been as forthcoming and clear as I need to be about this email mistake I made, and I want to correct that. Having a private server was a mistake in judgment pure and simple, and I’m sorry for it. And how I’ve handled questions about it has caused many people to doubt my honesty, and I regret that. I ask people to judge my character and capability based on my whole record of public service, where my constituents and colleagues have trusted me.”

Something like this could help, even now. What she says has to be short, simple, and has to address head on the elephant in the room — people don’t trust Hillary.

By not stepping up and openly taking the hit, Clinton has caused herself months and months of debilitating atrophy of her reputation and — has increased the possibility that a crude, immature, ignorant huckster might become president. We’re all paying the price for Hillary Clinton’s refusal to deal honestly and forthrightly with a crisis.

— Bruce Benidt

 

 

 

 

You gotta show us you feel our pain

A New York Times story today, about whether the Brexit uprising against the establishment will echo in the U.S. campaign and surprise and hurt Clinton, says, with thundering understatement, “The American electorate has tilted this year toward presidential candidates who make them feel as much as think…”

Precisely why so many of us are fearful that Hillary Clinton could lose what should be a landslide for a compelling Democratic candidate. Clinton conveys all the emotion and warmth of an ATM.

I think her message needs to focus on what the Republicans have been doing that’s harmful and what she and the Democrats have been doing and will do that will help the average American in scary times.

“They’re stealing your money and your future; we’ll help you prosper in a changing, frightening world.”

It takes very little to back up the first assertion — the enormous redistribution of wealth from the poor and middle class to the rich since Reagan; and the Republicans, owned by fossil fuel moguls, willfully ignoring the global warming that will screw everyone’s children and their children’s children.

Clinton will need to highlight a few specific things she’ll do, and that the Obama administration has done, to back up the second assertion that we’ll help you stay above water as the world changes.

Democrats have to recognize the fear that’s driving people to Bernie and tRump and Brexit. Much of that fear comes from the darkest narrowest places in people — fear of people who don’t look or sound like them. Democrats can’t just dismiss those fears as racist and xenophobic. Those fears are natural, but that doesn’t mean they help the person deal with the world as it is. Clinton has to let people know she knows it’s all scary, but there are ways not just to deal with all that change but to do well amid the change. I don’t know what the policies should be — job retraining, student loans with no interest, federal investment in job-rich industries like solar and wind and rail transportation — Clinton’s the policy wonk, she can come up with a few marquee things that we can all do to ride on the wave of change.

Beyond policy she’s gotta make us feel that she gets why people are scared and that she can lead us through the change to a world where we have work and meaning and safety amid the lively diverse madding crowd.

Frank Luntz, an odious Republican salesman but a smart observer of simple, clear messaging, said Clinton’s “Stronger Together” theme feels bloodless and overly intellectual compared to Brexit’s “Leave” message and tRump’s “Make America Great Again.”

My suggested message is just a first draft — “They’re stealing your money and your future, while we’ll help you prosper in a changing, frightening world.” Smart people, like the readers of this blog, can improve on that. But let’s point out quickly what those other guys are doing to us all and move on to how we’ll help us all keep on truckin’ in heavy traffic.

–Bruce Benidt

 

 

I know, wrong?

i_know_right_-_Google_SearchEvery generation has its annoying catch phrases.  The valley girls and their wannabes famously sprinkled every sentence with “like.”  More recently,  “not so much” has been used ad nauseum to express disapproval or disagreement.

“Whatever!”  It’s not “all good.” Admittedly, often it’s “my bad,” “yada yada.”

I have a house full of teens and young adults these days, so I’m particularly aware of a prevalent catch phrase.  When I assert something that meets with the youngsters’ agreement, a rare event, they invariably respond with “I know, right?”

The main problem with this, or any catch phrase, is that I know it’s only a matter of time before I hear those words coming out of my mouth.  Catch phrases are contagious that way.

I desperately don’t want to let this phrase into my lexicon, because it particularly irritates me.  It makes no sense to respond to an assertion with a question about whether the assertion is correct.

My mama taught me that it is polite to respond to direct questions.  So, it strikes me that the “right?” part of the response requires a response, which leads to mind-numbing exchanges such as this:

Me:  “The Twins starting pitching is crappy.”

Youngster:  “I know, right?”

Me:  “Right.  That’s why I just said it.”

Youngster:  “I know, right?”

Me:  (stink eye)

I know, it’s not really a question.  But then, why include the “right?” part.

I guess this is the “everyone gets a ribbon” generation that we raised.  Even when they are agreeing with us, they need still more affirmation that agreement is acceptable.

Right?

– Loveland

Ship-for-Brains Kmart

For many of us, our biggest strength often also turns out to be our biggest weakness.  For ad agencies, their biggest strengths often are their creativity and sense-of-humor.  Those wacky guys in the skinny jeans and pointy shoes crack me up!  But when not checked by clients and agency grown-ups, that strength can sometimes manifest itself as a weakness.

Witness K-Mart’s ad agency, Draftfcb.   (You can already tell how hip they are just by the funky corporate name.)  This is the assignment Draftfcb was given:  Promote Kmart as an online shopping outlet, something Kmart is lightly associated with.

But, it’s also critically important that any ad agency also be mindful of the overall brand backdrop for their narrow marketing assignment:   Historically, K-mart has had shitty stores, a shitty customer experience, shitty customer service, and shitty products, and, consequently, a shitty brand image.  Kmart desperately needs to change both the reality and perception of its wall-to-wall shitty-ness.

So, Draftfcb created, and Kmart approved, this gut-buster:

Continue reading “Ship-for-Brains Kmart”

The Silence of the NRA, The Voices of the Children

Only once in my crisis-counseling career have I advised a client to just stay quiet. Say nothing. Don’t return media calls. It was an organization accused of something, and they knew worse was likely to be disclosed. Nothing was going to help — not getting out in front of it, not giving a short, straight explanation, not an apology. They just had to keep their heads down and take a beating.

Usually the communications advice in a crisis is to say something, even if it’s just to say “We’re looking into this and will get back to you.” (I am not one of those who advises people to mouth that empty cliche, “We take this very seriously…” — Well, duh, what are you going to say, “Nah, we don’t really care”?) The advice is usually to get your point of view in the mix as soon as possible.

The National Rifle Association has kept its head down since the shootings in Connecticut. Not a word. Not a reply to reporters’ calls, according to The New York Times. No tweets, no website comment for several days after the shootings. Don’t even return reporters’ calls? That’s a no-no in our business. But, really, what could they say?

Newtown Connecticut shootingNow there is a post on NRA.org that says the organization was allowing time for mourning and that the four million NRA moms, dads, sons and daughters were “shocked, saddened and heartbroken” by the tragedy. Then: “The NRA is prepared to offer meaningful contributions to help make sure this never happens again. The NRA is planning to hold a major news conference in the Washington, DC area on Friday, December 21.”

Stay tuned. In the week since the shootings, the weather has changed for the NRA. Politicians are starting to find their spines. Some reasonable forms of gun and bullet control, once passed and then rescinded, may return as public horror and anger grow. Brian Lambert’s take on leadership in his most recent post lays out the issues well. Leaders at many levels — city, state, federal — are stirring.

But follow the money. The NRA can stay silent in public but speak with their dollars in elections. That’s their MO. A story in Tuesday’s New York Times shows how they take out legislators who are insufficiently loyal to their view of the Second Amendment.

But money cuts both ways. Pressured by the California teacher’s pension fund, Cerberus Capital Management, a private equity fund that owns several gun companies, is selling them. “The move by Cerberus is a rare instance of a Wall Street firm bending to concerns about an investment’s societal impact rather than a profit-at-all-costs ethos,” the Times reported. Some public employees don’t want their pension money supporting 30-bullet magazines. Way to go.

The NRA has been speaking softly and carrying a big stick. Maybe, this time, at last, their voice, and their money, will be overwhelmed by the voices of little children, eloquent in death.

— Bruce Benidt

(Photo from guardian.co.uk)

The Top 5 Best and Worst Things About the Blogosphere

People either love or hate blogs, with little in between. When I first started writing this one, I was definitely a hater. In fact, these were the first words I ever uttered in the bloguverse:

“Blah, blah, blog.  I hate blogs.  Self-centered, self-righteous, self-reinforcing, self-gratification.  Seldom right, but never in doubt.”

Thus began my self-loathing career as a person who writes blogs, but most assuredly is not a “blogger.”  (Those people are pathetic, don’t you think?)

But almost six years later, my take on blogs is a bit more nuanced and ambivalent.  Upon further reflection, this is how the pros and cons of the blogosphere net out for me.

The Worst

Anonymous contributors and the vitriol that brings.  Where blog participants are allowed to be anonymous, conversations get juvenile and shallow in a hurry.   That says a lot about human nature, and it limits the promise of blogs.  For me, this is the worst part of hanging around blogs.

The lack of fact-checking.  When it comes to truthiness, you can trust mainstream news outlets much more than blogs, because there are accountability rules and editors at the ready at mainstream news outlets.  Lots of bloggers don’t care about accuracy, and their readers take them at face value and get deceived.  Even bloggers who care about accuracy make bad mistakes when they are blogging on the fly in the middle of a work day, with no support staff to save them.  All of the inaccuracy in blogs is bad for blog readers, and for the credibility of the medium.

The overwhelming volume of information.  The Google machine tells me that there are currently more than 180 million blogs in existence.  The sheer volume of blogs makes it very difficult to find the worthwhile needles in this cyber-haystack.  That limits the promise of blogs. The “drinking from a firehose” cliche is inadequate here.  Drinking from Niagra Falls?

The echo chamberiszation of the planet.   In the blogosphere, most of us seek out voices that support our preconceived notions.  That balkanizes opinion, insulates us from true contemplation and make us all boorish.

The rush to judgement.  Unlike traditional publications, blogs can be published in the time it takes to click a mouse.  This makes the world move a lot faster.  If bloggers don’t post on breaking news now, they feel like the post will be stale.  As a result, bloggers often bypass education and deliberation, and go straight to pontification.  The world needs more education and deliberation, and less instant pontification, and breakneck speed of blogging aggravates the situation.

The Best

The lack of information gatekeepers.  Pre-Internet, very few of us had the money to start a publication to share our own thoughts.  Very few of us were talented enough to get published.   Even among professional writers, very few were allowed to write whatever they wanted.  Bankers, publishers, and copy editors have historically been among the many powerful barriers to mass unfiltered self-expression.  But free services like WordPress allow anyone to say whatever they want whenever they want.    If their mutterings are interesting or provocative enough, they will get spread around to others, for free.  Blogs have made free speech a little more free.

The lack of money influencing publishing decisions.  Almost no blogger makes money blogging.  That means that blog writing is less likely than mainstream media reporting and commentary to be influenced by commercial considerations, such as “what will the advertisers do if I write that.”   For this reason, there often is more speaking truth to power on blogs than there is in the mainstream news media.

The focus on connecting the dots of the daily news.  Only a relative few bloggers uncover actual news.  The rest of us merely connect the dots of news that is reported by mainstrain news reporters.  What mainstream reporters do is more important than what we do here, because it is a necessary prerequisite of what we do here. But connecting the dots is not unimportant.  News events are not stand alone entities unto themselves.  The interplay of news events matters.  These are  important things for citizens in a democracy to be discussing, and more of that type of discussion is happening because of blogs.

The coverage of previously ignored niches.  Mainstream news reporters necessarily can’t cover every societal niche.  But 180 million bloggers can come pretty close.  For people like me with nichey minds, that’s a good thing.

The lack of editing and style guides.  Many of my English major friends who cuddle up with Strunk and White’s Elements of Style, and my journalism and PR friends who are slaves to the AP Stylebook, can’t abide the no holds barred nature of blog prose.  They mourn the fact that no editor is used by bloggers to spare readers from the ravages of cliches, clunky phrasing, inconsistent usage, misused-hyphens,  and unconventional word choices (e.g. see “bloguverse,” “nichey,” “The Google machine,” “truthiness”) .  But the raw semantic and syntax anarchy you find in blogs also brings much color, fun, creativity, risk-taking and spontaneity to the conversations.   It makes information exchange a little less stuffy and controlled.  Sorry, Strunk, but I love all of that unsanitized prose.

– Loveland