PR is Stale at Yale

Yale recently admitted a former top Taliban official as a student and refuses to answer questions about it. This is the same Yale that refuses to allow the establishment of an ROTC group on campus. Anti-military and pro-Taliban? On an American campus? Gosh!

From today's Opinion Journal:

"Yale is practicing a most unusual media strategy," says Merrie Spaeth, a public relations executive whose father and uncle went to Yale. "I'd call it 'Just say nothing.' " Another PR expert characterized Yale's strategy as "Trust that people will lose interest in the questions if there are no answers."

Pretending that your crisis will go unheralded and it will all go away if you simply don't answer questions is a guarantee that your crisis will be blown into bigger proportions than ever. Yale responded to the Wall Street Journal writer by saying it wouldn't respond. Perhaps the communications officer is a former member of the Bush Administration. Bush is, after all, a Yale alumni and heads an administration that famously makes poor use of proven communication strategies.

Here are some tips on crisis communications:

• Before a crisis hits, you should have a crisis management team established, including key officers, a spokesperson, and a communications strategist (if not the spokesperson);
• As soon as a crisis storm starts to brew, start pulling together the necessary facts (the who, what, where, when, why, and how);
  Be quick to share the information you think the media should have and will want to have;
  If they don't get the information from you, they'll get it from somewhere else--sometimes giving information is painful, but it's better coming from you than someone else;
  Don't shoot from the lip--if you don't have the answers, say you'll find out and get back to them;
• During or after a crisis is a great time to demonstrate that your organization is a good civic citizen--do something good for the community;
• Don't act like Yale.