While headlines over the past few weeks have been dominated by ‘pastygate’, ‘fuelgate’ and charitable giving, some parts of the police service in the UK have also been under the spotlight. From the Leveson Inquiry to the resignation of a Director of Public Affairs, from criticism of The Metropolitan Police Service by the police regulator to calls for its communicators to start to rebuild trust, the service as a whole might be forgiven for thinking its reputation is under siege. 

So is it and what implications might the events of recent weeks have, not just on the image and reputation of the police but on democracy through the important relationship between the police and the media and the police and the public?

Let’s start with The Leveson Inquiry. Five months in, areas recently examined are fundamental to democracy in this country as they involve freedom of speech, accountability, policing by consent and our criminal justice system. They were touched on by Lord Justice Leveson in opening the Inquiry in November when he said “The press provides an essential check on all aspects of public life. That is why any failure within the media affects all of us." 

We have seen a range of witnesses giving evidence under oath and in public - newspaper reporters, management and proprietors, along with police officers and politicians of all parties. More recently, chief constables and other senior police employees, including directors of communications, have been talking about relations between the police and the media and the way they are undertaken. It has been good to see experienced and respected police communicators, such as Anne Campbell, Chair of the Association of Police Communicators (APComm), being asked for views. Director of Public Affairs at The Met, Dick Fedorcio, was among those giving evidence. Shortly afterwards, he resigned following The Met’s decision to instigate gross misconduct proceedings against him. The claims centred on the circumstances under which a contract for senior level media advice & support was awarded to a company run by Neil Wallis, former deputy editor at the News of the World. His resignation meant proceedings will not take place.

On Thursday, police regulator, the Independent Police Complaints Commission (IPCC) issued a statement saying that ‘there was a case to answer’ in relation to misconduct by Mr Fedorcio and his appointment of Mr Wallis. In releasing the statement, the IPCC’s Deputy Chair Deborah Glass, said ‘professional boundaries became blurred, imprudent decisions were taken and poor judgement shown by senior police personnel’. Yesterday, the Chartered Institute of Public Relations (CIPR) called on the Met’s communications team to start to rebuild trust and confidence after the IPCC’s findings.

It's a subject close to my heart. As a former Press & Public Relations Officer with Gloucestershire Constabulary and Head of Corporate Communications with Thames Valley Police, I was working for the police service when such roles were adapting in line with the changing needs of the service and the media. Although my colleagues and I had started to work in other areas such as internal communications, public relations, public affairs, issues management and web development, working effectively with the media remained an extremely important part of our roles.

They were exciting times. Most police officers who had worked in police press offices were replaced or joined by communications professionals, many of whom were, like me, journalists. We had joined the service because we could see the benefits of promoting greater transparency about the role of the police. A lot of good police work had gone unpublicised in the past and we wanted to change that. As well as working with the media to make appeals after crimes, an important part of our role was to provide useful information about our organisations and to let people know about good work and the performance of the service and its employees. Equally, understanding and meeting the media’s needs where we could and within any legal restrictions so that they could continue to publish or broadcast in the ‘public interest’ was very important.

I was part of the small group of police communicators that set up the Association of Police Public Relations Officers (APPRO), the forerunner to APComm. We worked hard to develop our profession and share best practice.  For several years I co-directed a national course for newly appointed Police Public Relations Officers. Along with colleagues on APPRO’s committee, I worked on national guidelines for working with the media. To us a professional relationship between the police – from the chief constable to the police constable and from the police communicator to the senior investigating officer – and the media was vitally important. It was about accountability and an important part of policing by consent. Communications have moved on and will continue to develop, with new channels such as websites and social media. But the media was, and I would argue remains, the main vehicle for most people to get information about the police. The way the police and media work together impacts on the way people perceive the police service and on the levels of trust and confidence they have in it.

Claims and revelations in recent weeks may have knocked that. Police communicators have a tough job and I know from personal experience how hard many work and how much they care about carrying out a professional role. The reputation of their organisations is important to them and most carry out their role with integrity, upholding professional standards. Many journalists I have worked with over the years have been trustworthy and professional.

It is important to stamp out any bad practice in media and police relations – and in that I include not having an honest, proactive and open relationship with the media as well as having one that’s too cosy. Equally, it’s important not to throw out the baby with the bath water.  The Leveson Inquiry says it will ‘make recommendations on the future of press regulation and governance consistent with maintaining freedom of the press and ensuring the highest ethical and professional standards’.  I hope that when it does it will make sure that the good work underway and the many good, ethical and professional relationships between the police service and the media - including personal contacts - throughout the country are recognised and, through its recommendations, are able to remain. There is a danger that the police service takes a step back in its media relations because it seems less troublesome to do that. I hope it won’t. In Lord Leveson, the Inquiry seems to have a good chair. I like his fair, measured but incisive style and approach. I hope those characteristics will be will evident in the Inquiry's findings and that its recommendations won't use a sledgehammer to crack a nut.

 Hilary Allison is a Director with The Vivid Consultancy

Welcome to what will be our last Friday Favourites for a while. Having posted them for a couple of years, we’ve decided to take a break. Instead, from April we’ll be updating our blog on a variety of topics on other days of the week.

How to fool the country and never mind a wonder bra, here’s a Wonderbag ….. 

Caroline - The Government has had some stick this week for how it has communicated its advice about the possible fuel strike. Critics have accused it of making people panic and stock up on petrol and diesel. The queues at service stations (and in Cheltenham today desperate motorists managed to empty the tanks completely!) show that the Great British public has taken the Government at its word and is preparing for the worst. Perhaps Francis Maude went over the top with his reference to jerry cans but I would argue that deep down the Government will be pretty pleased with how people have reacted. This is exactly what it wanted. It was prepared to take the stick because it wants motorists to store the nation’s fuel in their vehicles rather than in service stations in the ground. That way if the strike does go ahead the nation won’t grind to a halt…well not so quickly anyway. My view is it did a great job of communicating. We’ve swallowed it hook, line and sinker….

Hilary – Apparently, pressure cookers and slow cookers are making a come back in kitchens across the UK so it’s no surprise that an eco-friendly and cost-effective version is hitting our worktops. Looking like a cushion-sized bean bag, the Wonderbag is a non-electric slow cooker. Filled with recycled polystyrene beads, the principle is simple - you heat your food to boiling point on a stove in a saucepan for a few minutes, pop a lid on it and transfer it to the bag. The squashy device – invented by Sarah Collins – is having a significant impact on the developing world. Scientists say each Wonderbag can prevent the emission of half a ton of carbon dioxide a year and could save a poor family a tenth of their income by cutting fuels costs. Unilever has ordered five million for South Africa while Microsoft and JP Morgan are supporting a goal to get 100 million of them into our homes by 2015 as a convenient fit with our busy lives. You can see more at http://nb-wonderbag.com/

A post card for today’s busy world and a new take on a national newspaper …..

Hilary – In these days of in instant communication, getting a hand-written letter through the post is something of a novelty and something I love. When friends and family take the trouble to put pen to paper to scribe a note or letter, you know that thought and time have gone into it. However, these days, it’s finding that time, buying a stamp, remembering to post it…... So I was pleased to read about a new mobile phone app and website – http://www.hugmail.com – that turns your own photos and words into a postcard then prints it and sends it by Royal Mail. That means new methods of communication are combined with more traditional ones. What a great idea!

Caroline - Way back in 1987 as a reporter for Hull Fire, the student newspaper ay Hull University, I can remember interviewing Andreas Whittam-Smith the then editor of a brand new newspaper that promised great things. It was called The Independent. It would be free from party political allegiances and so be able to provide objective reporting; something not often seen in the British press. I think it has largely achieved that but at the cost of being just a teensy bit boring sometimes. It's therefore great to hear that today's issue is being edited by David Walliams with all sales going to Sport Relief. With interviews with David's new BFF Simon Cowell and Eddie Izzard it will undoubtedly be more entertaining than normal. Well worth buying a copy I think!

The beauty of Blighty’s lacy smalls and age-old advice from Charley the Cat …..

Caroline - Ever since Mary Portas came to Tewkesbury and shook up retailers in the town I’ve been a big fan and impressed by what her energy and enthusiasm can do in getting things moving. In her latest adventures she’s turning her attention to the seemingly long-forgotten profession of clothes manufacture in the UK. In Channel 4’s Mary’s Bottom Line, the retail guru is showing us what it’s like to try and produce a pair of knickers that are entirely sourced and manufactured here in Blighty.  Her endeavours show just how far we’ve let our manufacturing die and what the implications are for us in the future.  Like Jamie Oliver has done with his 15 Foundation, Mary is hoping that her new venture will help young people find work and build a future for themselves with skilled employment.  She was struck by the sheer helplessness of the youth of Middleton in Manchester where her knicker factory is based and is ashamed that her generation has just watched it happen.  There’s no doubt that Mary will have her ups and downs in this series which will create great telly but I hope it rattles a few, no sorry lots of, cages to realise that we do need to re-think all the issues she brings up and buy just simply committing to buying British-made knickers you can start to do your bit.  The lacy smalls look great too…http://www.channel4.com/programmes/marys-bottom-line/4od

Hilary – News this week that a collection of UK Government public information films are available for people to buy brought a smile my face. I remember how childhood trips to the cinema and commercial breaks between television programmes involved Charley the Cat and the Green Cross Code man. Now, we can buy some of them from The Reel History of Britain. After 66 years of delivering communications for the UK Government, the Central Office of Information (COI) closes its doors on 1 April. Its unique collection of films, featuring a huge array of styles and subjects, will be donated to the largest collection of film and television in the world - the BFI National Archive. The COI films include Police and Thieves and Stop, Look, Listen! as well as long running cinemagazines such as the colour fashion & culture series Roundabout (1962-74), the studio based London Line (1964-79), the science & technology title Living Tomorrow (69-83). To see more, visit http://beta.bfi.org.uk/reelhistory

For some we’re rapidly approaching the end of the financial year and for others we’re in the first quarter of a new year. Whatever your situation, there’s no better time to take a step back and examine your public relations from a fresh perspective.  For many that process may well have started as a result of outside influencers with the economic downturn forcing a re-appraisal of plans and budgets. But, be honest with yourself, how much of that is a re-adjustment and tinkering at the edges as opposed to a full-blown re-appraisal? 

It takes guts and a lot of support from your colleagues to honestly re-evaluate what you are doing because it may challenge long-held assumptions and unsettle vested interests. But all around you the world of business has changed and will continue to change so you need to stay ahead of the game. 

Having said that don’t change for change’s sake. Start by doing your research and asking customers and clients why they do business with you and perhaps ask others who don’t buy from you why that is. Both quantitative and qualitative research is good to get an accurate picture but it doesn’t have to be a major undertaking. You can set up an online questionnaire very quickly with services like Survey Monkey and chatting to half a dozen customers will enable you to explore themes thrown up by the quantitative research. There is little doubt that the buying process for many will have changed in the past two to three years and what was once important may have slipped down the priority scale, while other considerations may have moved up. Take nothing as sacred and prepare to be challenged.

Once you know how you need to position your organisation you must examine that all important branding. There’s a lot written about the subject and it’s not often you peel back the layers to truly re-examine your organisation’s DNA. I’ve found a great report that I think will help in that process. Branding expert Isabel Gainford has authored a 30 page work of art called ‘How to give yourself a compelling brand’. The seven big branding blunders in particular can make slightly uncomfortable reading but it’s a great source of counsel and advice.  Find it here www.isabelgainford.com

Right, branding’s sorted so you just need to communicate it!  Again take nothing for granted. Re-examine all your organisation’s touch points and again find out from your customers how they’d like to be contacted and where they find out the information about products and services like yours. It’s probably going to be a combination of ways but by far the most persuasive will probably be the recommendation or advice of a colleague or friend. At the moment there doesn’t seem to be the time to trawl the market so you need to work your ambassadors and let them know what you’d like them to do.  Social media channels such as Linked In, Twitter and Facebook help you to perform this function on-line but don’t just rely on the virtual world. Get out and about and be visible and you’ll stay in the forefront of people’s minds. 

Sometimes there’s no substitute from simply taking a step back to help you move forwards. It’s not a sign of failure it’s just an acknowledgement that the world has changed and you, for one, aren’t sitting back; you’re going to make things happen!

Caroline Rawlinson is a Director with The Vivid Consultancy

Hilary: Lots of ‘ahhhs’ this week as my Friday Favourite comes courtesy of the sloth orphanage in Costa Rica and includes some very cute video footage of the baby creatures. Some of you may have caught the superb documentary ‘Meet the Sloths’ by Lucy Cooke which was shown on the Animal Planet earlier this week. A clip from the programme is proving to be an internet sensation and you can see it at http://www.huffingtonpost.co.uk/2012/02/24/sloths-costa-rica-documentary-animal-planet_n_1298814.html You can also find out more about the orphanage’s important work at www.slothsanctuary.com/

Caroline: Always interested in strange food combinations that work. You know the kind of foods that shouldn’t really go together but do. Apple pie and Wensleydale cheese, Christmas cake and cheese, peanut butter and jam, strawberries and black pepper. You know the score.  Well how about chocolate and cream cheese?  To be fair it has been done for years in cheese cakes but as a spread?  Wasn’t sure at all but now that Kraft and Cadbury’s have joined forces it was perhaps only time before they put their two famous brands together and came up with, yes you’ve guessed it,  Cadbury’s Chocolate Philadelphia!  It shouldn’t work but I think it does and spread on bagels and crackers I think it’s a winner. Could also work as a dip.  Easy way to get one of your five a day dipping a few strawberries into the tub.  Sorted.

A tribute to a much-loved comedian, move over Elton John and the rise of the PUMA (and we’re not talking big cats) …..

Ian – I would like to pay tribute to Frank Carson, a good old fashion ‘gag’ man who always made me laugh. I think there are now too many so called comedians, who like to tell stories, but not enough who can make short funny gags (with Lee Mack and Tim Vine maybe being the exemption). Frank Carson was the sort of comedian, who, as soon as you saw his face on TV, would make you smile (a bit like Tommy Cooper and Eric Morecambe). He had the rare skill of being able to appeal to a whole cross section of people both old and young (I can remember watching him on Tizwaz when I was only 10 and screaming with laughter at his jokes). He never relied on crude or sick jokes, but always clean silly humour and he had the ability to make a joke out of any topic. I especially enjoyed his family’s tribute. In announcing his death, they said: "It's quieter down here now. God help them up there!" I don’t think we will see someone like him again. Rest In Peace.

Hilary – I love this clip of Tucker the dog playing the piano. My sister-in-law has taken up tickling the ivories and, while she may be more tuneful than Tucker, I don’t think she could rival his vocal cords. What a voice! You can see him here http://ow.ly/971MT

Caroline - I’ve always liked the names given to people who are supposedly living a cliché.  We’ve got NIMBYs, DINKYs and, for women chasing younger men, there’s the Cougar. Now there’s a new one, the PUMA - Previously Married and Attractive Man. Apparently this is a realisation on the part of women that divorced men make good husbands because having loved and lost a first wife, any rough edges have been knocked off and you’re left with a sensitive, new man. They try harder apparently. Well now you know…

A 1930’s musical fantasy film meets 1980’s soft rock, rockin’ with Aretha, what do your friends think your job involves, dog art and anyone for chocolate?

Ian – This picture has been making me laugh all week. Okay, so you have to be a fan of 80’s music and American soft rock in particular (think Africa, Hold the Line, Georgey Porgey) but I am so it amuses me!

Then there’s this clip is clip of Aretha Franklin from 1973 performing ‘Rock Steady’ on Soul Train that my daughter, Molly discovered recently. It’s been making us both of us dance round the room over the past few days…Have a good weekend everyone..!!

Hilary – Two things from me too this week. The first is this clever ‘Dog within a dog’ photo from Jamie Klingler, Publishing Manager at ShortList Media: 

The second is the humorous photos aimed at destroying the myths about certain professions. For me, the ‘what people think we do .... and what we actually do’ for PR professionals and journalists hit the nail on the head! See http://tinyurl.com/7hgf8ch and http://bit.ly/x5sNnI

Caroline - I like anything made of chocolate and the creativity of people to create a new market is inspirational! With the Cheltenham Festival just four weeks away a new company called the Horse Lovers Chocolate Shop has come to my attention. Lots of horsey shaped chocs and yet another excuse to eat the sweet stuff. I’m sold already. Find out more via the Facebook site http://on.fb.me/zFqSYU

News today that train operator London Midland has apologised for 'insensitive' tweets over a man’s death on the track raises a few questions for organisations and the way they manage their reputations. How do you strike the right balance between good customer service and giving good quality information to passengers while remaining sensitive about what has happened?

It was a dilemma London Midland faced on Sunday when a man died after apparently jumping in front of a train at University Station in Birmingham. The company has a reputation for keeping customers up to date with news via its Twitter account. Clearly, the social media channel was a useful way to notify passengers of the apparent suicide and the likely delays caused by the man's death. So far so good in terms of intent - let passengers know what has happened, explain who the delays will affect, for how long and what's being done about it. Sounds like good customer service.

However, it was the advice given to passengers and subsequent information that caused some concern, leading to claims of insensitivity. For, after letting followers know about the possible suicide, London Midland urged customers via Twitter to ‘Go to the pub - things will be rubbish for at least the next hour.’ Other remarks included: ‘Can't stop someone jumping off a platform in front of a train I'm afraid.’ When a customer asked if the man who had jumped off the platform was alright, London Midland replied ‘nope.’ The company’s seemingly callous remarks were met with shock by people who read the Twitter feed. At best London Midland can be seen as using sloppy language; at worst demonstrating a huge lack of sensitivity.

London Midland said it had received no complaints over its tweets. However, quick to make sure that the operator was taking concerns seriously and diffuse any potential for complaints, David Whitley, who runs London Midland’s Twitter page has apologized. He blamed the short 140 character limit for the way its tweets came across, maintaining, "we try very hard to provide tailored, individual responses".

So, the second question for reputation management is, are social media channels an appropriate way to communicate when someone has died? Having had much experience of reputation management, customer service and crisis communications management, my answer is a resounding yes – but used carefully and appropriately. In using social media channels, you're publishing information and broadcasting it to a potentially wide audience in the same way as you would in a newspaper article or radio/tv programme. Social media channels are another opportunity to publish information and monitor feedback but must not be treated in isolation. To ensure they meet the same rigorous reputation management standards, they must be part of your communications strategy and anchored within any customer service policy.

Which brings me to the third question about how organisations manage their reputations: Do you have a crisis management strategy or plan? If so, is communication a key part of it? Do you have a Customer Service policy? If you, do the right people know?

I find it hard to believe that London Midland doesn’t have such plans or policies so maybe Sunday’s incident was a momentary slip in standards. Or, for some reason, appropriate use of social media channels is not linked to its strategies or widely known within the company. London Midland delivered on its reputation for keeping customers up to date with news via Twitter. This fits with its aim on its website to try to ‘make train travel better every day.’ It was right to apologise even though it received no complaints and should be commended for this. However, a little more care about the language used and the way it responded to customers were needed. Good crisis communications management or reputation management plans will include the things you should say in an incident.  If a crime may have been committed or legal action might follow, the amount of initial information will be limited - something emergency services and others in the public sector have to manage every day. However, lack of a crime or legal action doesn’t mean care should not be taken.

 I am sure London Midland will be more careful with its tweets in the future.  Its experience will be a lesson for us all.

 

Hilary Allison is a Director with The Vivid Consultancy